BAI GIANG CONG TAC XA HOI

Met han chg vg dao difc mita lien quan dgn quyen cim nhiing ngitai
khac. Cdc nhan vien CTXH khong thd van deng cho khach hang ngu lam
nhtt vay la ho dang la di hay lam ton hai dgn quygn lqi cim ngudi khac dU
cho khach hang khan khoan nhd dich vu cim chUng ta dd dat &kin nauc
dich. Chting ta cling khong thd tham gia vao nhung hoat deng van deng de
doa dgn quygn ldi chung cim xa hei. Chang han, chimg ta khong thd ph6ng
hoa met d8n canh sat do met khfich hang, tham chi met nhom khach hang
bi phan biet dgi xii khi thkic thi phap luat. Cac phttong phap caa chting ta
phai nam trong nMing IntOng dan dao due cim nghg nghi'ep.
Met chi dan chung nUa trong viec sit dung van dong la sit dung no
theo each khong lam tang ski phu thuec cua khach hang vao nhan vien
CTXH. Digu nay dea hai vi'ec khuygn khach va ginp do khach hang to lam
cho minh nhigu den mite co thd. Ngu viec van deng doi Ilea met kign thiic
hay ki nang cu the' ma nhan vien CTXH phai co, vai trO da chking ta la dan
duong cho khach hang. Ngu khong, khach hang nen tki van (King cling vol
nhan vien CTXH dung clang sau.
Quyot dinh Itic can ygn dgng
Co nhigu tinh hugng, trong do viec van clang la met hoat deng thich
hop cho nhcing ngudi thkic hanh true tigp, Met se; tinh hugng dude clan ra
dudi day:
Ntaing tinh hudng van dgng thich hop
1. Khi khach hang bi tii ch6i dich vu hay cac nguem luc khac ma ho c6
quygn hop phdp dude httang.
2. Khi khach hang bi tit cligi dich vu hay ngugn luc ma cac nhom khac
van dude Intang.
3. Khi eec dich vu hien thai khong dap iing dude nhu cau caa nhigu
khach hang.
4. Khi cac qUyet dinh anh Intang d'gri khach hang lithe dUa ra theo
each doe doan va th'dt thtlaing.
5. Khi khach hang phai dgi mat vdi ski phan biet khi sit dung nhiing
nguen lkte can thi6t.
6. Khi cac dieu kien xa hei "mang tinh gay hai dgi vdi con ngktdi"
(Brill, 1998, trg. 214).
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