BAI GIANG CONG TAC XA HOI

nhat di thuyet phuc? Ca nhan nay se hanh clang the nao neu nguei thuyet
phuc dung viec deg chqt? Del Wang can Ira c6 tac deng va quygn Itic den
dau de hoar là long \rei you eau, hay ngan can no? Kik do de bi ten
thtthing cua doff tMing can trig del vdi van de nhu the nao? Chang hail, lieu
dol Wong can tra có la di cac chinh sach hay Mat hoac c6 nhung Ithnh vi bi
col la kern chuyen nghiep khong? Nell gap met trong nhiing tniong hqp
nay, (lei ttiOng can tra co a hi ton thud/1g Win tin cac no 14c thay d& khong.
Theo Connaway va Gentry (1988), cac nhan vien CTXH cang phai
nhan dinh tinh hang dm khach hang la met phAn caa guy trinh lap ket
tn de quan trong nha't la do do
hoach khi xem xet viec sU dung van deng. Va
bi ton thuong cith khach hang. Co hai khia canh quan trong cim de a bi ten
thuong. Thy nhgt, tinh hueng cna khach hang tang c6 nguy cd thi tang
phai hanh deng quyet down va nhanh chang htln nhu trubng hOp cith nhiing
khach hang vo gia cu, hay nhung nguoi thieu nhilng nhu yeti pham ca ban
cna cu'ec song hoa'c met gia dinh can tham van ve hen nhan d'Sy manh
quan he cith ho. Them nua, ngtiai thtle hanh CTXH phai xem xet khach
hang a 14 ten thtfong den mite nao neu doi tticing can tra phan ung tieu cge
vdi cac no lye van dOng. Lieu khach hang có bi ten hai do vice tit chol cac loi
ich hay ngu6n lye khac khong? Lieu no có tao them cac van dg lam cho sy
viec Ira non toi to htln khemg?
Met khia canh thti hai vg tinh hu6ng cna khach hang IA nguem lye cith
trong viec tu giai quyet. Nhung ngu6n hie nay bao gem kha nang van deng
coa khach hang cho ban than, sue chili dung trong mau than hay tranh cai,
nhilng kinh nghiem trong viec giai guy& nhung tinh huang tudng ty, va site
manh cam kat trong viec dat dnue muc dtch (Connaway & Gentry, 1988).
Khi mei su can nhac ke tren da dude x6p vao the y6u t6 can bang la
hie nhan vien CTXH va khach hang dtta ra nhilng quyel dinh lieu van deng
c6 phai la met phUdng phap can thiet khong? Khi quyet dinh cif ti6p tuc,
nhan vien CTXH phai stiff dung den met that cac ki nang khan nhau de dat
doge cac muc tieu van Ong.
Cac ki nang van dOng
Van deng can met s6 cac ki nang nhat dinh a dap img vol nhiem vu
xoa 136 rao can mOi truing. Nhang Id nang nay bao gem (1) thuyet phuc, (2)
giao due, (3) thudng thuyet (4) hanh clang phap
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