BAI GIANG CONG TAC XA HOI

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Thu* phyc Cac ki nang thuygt Owe (Wee sti dung de' lam cho ngUai ta dua ra mot guy& dinh hoac thay dei, hay di chuyen theo met htiOng bang each nao khan de mang lai 19i ich cho khach hang. Viec thuygt phut IA met phucfng phap phigi hop doi hOi phai 06 chuin hi, thu than cac sv kik va lang nghe. Chang han, ngugi lam CTXH phai higu hilt van dg va c6 the' dien dat no ro rang vol doei Wang can tra. Sau do ho phai co kha nang thao luan vg tinh hinh, sap xgp tat ea cac th6ng tin co Wan. Mae Lieu la dgi Wong can tra hieu ro tinh hugng va hilt rang nhan vien CTXH va khach hang clang co nhiing hien bie't Wong tv. BUgc thU ba la phai danh gia trU6c va/hoac Lang nghe thiu dao quan diem dm dgi Wong can tra. Digu nay nham d'gn met so ldi ich, bao gem viec thg hien sa nhay cam v6i nhu cau va tinh hugng cua doi Wong can tra thien y mugn thug nghe va thiu higu. Tat nhien, no clang cho Oak nhan vien CTXH xac dinh cac Ii le va St Wang ma nguai do ce the' si dung a dap lai quan diem dm dgi Wong can Era. Tier, theo, nguai van deng phai neu re digu ho multi xay ra. Day la met cha de ma nhan vien CTXH va khach hang da thao luan va no se gitip hoan thanh mac tieu ea' a khach hang. Trong mot s6 tinh hugng, co the la khan ngoan khi xac dinh chap digu se xay ra ngu doi Wong can tra khong deng y vgi nhung hanh deng da duck thigt kg. NhUng Iva then nay co the bao gem viec you du them hay them chi la kiln ra toe. Met so ygu to có the anh hukg dgn kha nang doi WOng can tra (Wing g vita yeu du cam khach hang. Ho rang la tang yeu eau it to doi Wong can tra, tang dat throe yeu eau. Viec doi hOi mot chn cho thug nha thay met vei nude nang c6 nhigu kha nang dat duct hen la yeu cau thay tit ca the time se dm can ho. Cling Wang ta, ngu dgi Wong can tra tin rang ho clang co ich lei chung voi khach hang va nhan vien CTXH, ho se a deng y lam vdi met de xuit dua ra. Phtidng phap ma nhan vien CTXH ap dung cling có thg c6 quan he yell quan digin Una doi tueng can tra. Chang han, tot Mtn la dung met chitin thuat hqp tac de thuye't phac khi co the. Kheng ai mugn nguai ta not nhu dam vao mat minh va chitin thuat tin cOng co the phan tac dung, lam cho clgi Weng can tra tra nen quygt tam khong thoa hien. Ngu viec phoi hop Ira Ong tee khOng co tee dung, ta se phai dung cac Bien phap khac. Nhring tuyen bec phan doi del vOi quan diem caa etgi Wong 344
can tra la mgt vi du. "Tei khOng cam they de xugt cua anh/chi dap ling chicle nhu eau cua khach hang cua toi" la vi du mot lai tuyen b$. Trong nhang trtiang hop it gap, co the can thiet phai di xa hcin bang each tuyen b6 met dinh dol mat vdi quan diem cua dgi Wang can tra bang moi each cO thg. NhUng each nay bao g6m gui don de nghi hay kien ra toe, tham gia vao cac hoat dOng xa hot nhu can during bigu tinh. Hay nho rang cac phukg phap it d61 clau nhat nen chive sit dung truck khi chuygn sang cac chitin thuat hung hang hOn. Luu y nhat thiet khach hang phai dgng vai the chitin thuat gay hgn truck khi nhan vien CTXH thii dung thing. Cal cling, hay tom tat cac thao luan giia ng -tiai van dOng va Wong can tra van dg, cac giai phap de xugt va the linh vtic thoa thuan dude phat bigu lai (Halley, Kopp, & Austin, 1998). Khi doi tticing can tra da chgp thuan met de nghi la hie nhan vien CTXH va khach hang cam on va chuygn sang van de khac. Neu cube gap khong thanh tong, do la xem xet lai nhung Itla chop mo to tren day. Ciao duc Viet thuygt phuc nh3ng ngtiai khac la mgt ki nang quan trong cua nhan vien CTXH, nhung no khong phai la ki nang duy nhgt cua ngtiai van dOng. Chang han, nguai thue hanh CTXH co the giao due dgi ttiOng can Era' khi ro rang la ho dang can tra dua tren quan digm c6 tit nhang thong tin sai lam. Viec nay bao g6m: trinh bay da Nu met each 1-6 rang va thuygt phuc trong khi có the chOng lai va sua chaa nhung II -J .611g tin sai caa. dgi Wang can tra. Trong cac tinh hukg khac, nhan vien CTXH, khach hang va dOi ttiOng can tra co the sit dung cac ki nang giai quy6t van de. a ten den mgt thoa thuan. Viet nay lien quan den ap dung mot ni8 hinh giai quy6t van dg bao g6m nhap cu8c, len kg hoach, thus thi, danh gia va ket thtic dg giai quygt mot van de phite tap. Placing Wong Met kl nang luau ich trong van dOng la thuong luring. ThtiOng Ming la qua trinh cO lien quan den hai hay nhi6u ben, thuang ed nheing mite cre quye'n 1pc khac nhau, tap trung vao vies mang lai met thamg lei - mot thoa hik thOng loi. Theo Netting va dOng nghiep (1993), "de co thg Hutting thuy'gt, ca hanh deng va he thong muc tieu dgu phai nhan thiic throe rang m6i ben deli c6 thit ben kia man, nob kh8ng se khang co li do a ng6i. ban 345
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DAI HQC DAN LAP THANG LONG BAI GIAN
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myc Lyc Lèln6i4u 5 Lai moat/ 7 Chu
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6 Chung toi hi vong rang khi cu6n s
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8 nang xac dinh van de caa del Wong
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Khong chii Si rang nghe Nghia la ng
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Giong mai Giong noi nen phii hdp vo
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loan tam li, tang thang, met mOi tr
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5. Mat nhin-tiep xbc qua anh mat, n
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clang tim giai phap cho van de va k
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Clip di;, 2: Ban dang cam thgy that
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8. Met co be 12 tuth bi anh trai qu
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1. Khach hang: Gan day tai cam thgy
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9. Khach hang: Chgng tea co van de
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cang da tang trai qua nhung dieu Wo
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Khi nhan vien CTXH nghe eau chuyen
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• Nen dat cau hOi tap trung vao n
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3. Khach hang: "Anh ta sa vao nhung
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Cau hOi theo trial hoc Socrat "Khon
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thong tin vg met chu diem cu the de
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Cau hai dank gia de khach hang din
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Ban danh gib mOc dO hobn thanh nhil
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Cau tra lei cam thong matt: Ban dan
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Cau tra Itli quan tam tich cite mal
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Can tra ldi quan tam tich ciic ma.u
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4. Benh nhan noi trn nam trong trai
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Citu hal lam sang to van de: Anh ma
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17. MOt ngtieti ta nang thon ra ThU
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+ Van ban xac dinh tinh trang caa k
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mat thcii dO it than thtinh, cat ma
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Ngu6n got chinh xac cua the yeti t6
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NOi Ivo Su thgp kern Su but bOi S2f
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64 1. Can be nay dang d giai doan n
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• de kgt hop sieu ca nhan ma khac
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mei truang 'et/ nhien caa ngtiai do
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• Nhang mang Judi quan he hien Mi
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• Cho rang co the doe &toe suy ng
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M6 hinh danh gia dua hen cac thirn?
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lap chile nang va Huang thanh tgt n
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6.sa dung cach danh gia nham ttm ra
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True III nham the hien bat ki dieu
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• Tim hieu xem lieu co su rgi loa
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throng nhu nghe chang hop 1f lam, n
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nghien eau va thaang xuyen Wide cac
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TOM TAT Chuang nay gidi thieu cho n
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nhien nen nhan vien CTXH the hien d
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tigp tut tra phi tu van có nghia l
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6 có the gap khO khan trong khi gi
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cu6n each mang ten "Nghien ads &fa
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them met se- bueb nth. Bien phap ga
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3. Cac &Mc hAnh deng hoac cac nhiem
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3. Cac ygu t6 ben ngoai có the anh
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Van de ye gia dinh la met van de kh
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qua trinh to van. Vi du muc lieu da
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nguai khde va tap trung vao hAnh vi
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can phai dUcic lam re hdn de co the
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Trong cu .& "Bai tap thuc hanh tong
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Co rat nhigu mo hinh day each giao
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chuyen voi. Vi du trong suet butii
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Cac aging diep "toi" khOng dg 16i,
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cam thgy digu ma ban dai cam thay.
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Cac mue tieu to van can cu thd va r
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dau su danh gin dia ho van mang tin
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thoa man trong hen nhan, Chi s6 Tho
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TOM TAT ChuOng nay tap trung vao qu
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gio-ng nhau. Dieu cot yeu nhal cua
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4. Phan anh dya tren tinh hitting c
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i rei loan se tang rei loan hOn neu
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Kithuat tang curing ban nga Duct tr
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Buac hai caa qua trinh la tao ra ma
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Rimm va Masters (1974) da dua ra me
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ttdc mall de gifi tri bang 10 diem
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ngoi tntec may vi tinh chdi tro chd
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KT thuat sir dung quan he sang tac
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C: nhung ket qua lie cam giac va ha
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can co them kinh nghiem vg thi cit"
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Kith* xe-p hang sythanh thao va tho
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"Li thuyet nen tang cua liOu phap 1
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chicle thigt lap gitta nhan vien CT
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5. Tao ranh glad 6. Tao bat can ban
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de hei one thanh vien gia dinh ye 5
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To bgt can bang (bat toting xting)
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KT thuat ma to yin dg De Jong va Be
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lam viec gi khac biet khOng?" hoac
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khang thgy. Digm math chgt a day la
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h6a khac nhau. Tam yen P6 nay bao g
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Ch uang 5 PHAT TRIEN KT NANG D61 PH
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nghiep dude trubng nay!", thi khach
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Trong dot digu tri ba, khaeh hang v
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Bai tp ta la nguy cd th \lc su vdi
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nhdc dinh to tit. Khach hang c6 ngu
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Theo Lewis uez dthzg szt (2002): "K
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Murphy —"n6u co gi co the sai lam
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dich dieu tri la chi ra rang khach
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Hanh vi higu chign thuang dude boc
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Lange va Jakubowski (1976) thao lua
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Stt kien dinh ve cai tot. Su kien d
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clai eang hadng dan the ma tit nhan
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hai ben cai ma hon vdi nhau, ea hai
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1. Cai thien mtil quan he ciTa ban
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1. Hay danh vai phut de can nhac xe
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Jerry, ... tai ninon anh hit that M
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3. Nhung su kien kinh nien nhung kh
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giai doan the ha nay, su cang thing
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"dgu hieu ctinh bao Om" c6 the dace
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Bich vu tham ven". Nhieu nguai ehon
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cua moi ngudi va nen dude chgp then
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Chuang 6 THVC HANH PHAT HUY NQI LUC
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7. Hay kien nhan vi ski Lisp sac ci
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each not vg nhung (lieu ma ho da di
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3. Phai gig dinh rang ban kh6ng the
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Phai c6 trach nhipm tgi khach hang
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cling -nhu Id nang ma nhan vien CTX
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Trail hanh can thi4p Qua trinh can
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Lu8n phai xem xet m6i quan he this
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3. Hay tan ra nhung Iniac en the de
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met eau chuyen mai bang each suy ng
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song vg nhan each, y thitc, deng ly
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cua phu nu, b6 qua nhung digu nay l
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Phat huy th6 manh cho khach hang la
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4. Chu trong van dac diem rieng bie
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Cong tat vdi cac gia dinh la float
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Cac ranh gidi Cac ranh gioi la nhun
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Cac mii hinh doe nhet Cac mo hinh d
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nha tri lieu c6 the three xem la e6
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Chdng nao nha tri lieu gia dinh cli
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phan lan cua moi tong tae that hAnh
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ean phai tip xuc lan (tau vdi gia d
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trinh bay va chap nhan quan diem ca
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dinh. Viet ghi chu cac he thong con
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dinh. Co the la ve met tran cid bon
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Viec danh gia cac tinh hudng gia di
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Re rang la yang dai ca lne nao do d
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Trong qua trinh danh gia , c6 the l
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khac &Ong met vai trO quan trong la
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10. Moi nen van hon deu coi trong t
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Vi du nhan vien CTXH co the bat dau
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tre, met trai, met gai. Cac throng
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Cac qua trinh va phdang phap Thuc t
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uong ruou ciia minh có anh huang d
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Cac can nhac vg van boa la nhiing y
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nam va n3, va cac trung tam cong de
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Me hinh chila benh nhan manh vao sV
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thlic va d6i eau" va "khuyen khich
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Sau giai down lam viec met minh, ng
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ThUeng thi torn tat nay se dude vig
Page 291 and 292: 3. Nhom phat trien uttoc thigt 1(6
Page 293 and 294: • Lam viec cai ma vai cac nei lo
Page 295 and 296: Met phtiOng phap lam tan bang la ch
Page 297 and 298: Ki thun't giai quygt bat d6ng: Khi
Page 299 and 300: Giai doan au Giai doan dau la thdi
Page 301 and 302: chile c6 the hia chon nhung nguai c
Page 303 and 304: nay e6 the la not quy ve phuong pha
Page 305 and 306: ca nhan trong khi khep lai nhung le
Page 307 and 308: khong tinh nguyen, cac thanh vien t
Page 309 and 310: viec ma se de cap den nO trgc tip t
Page 311 and 312: (3) met thai ki cuel trong do sp ta
Page 313 and 314: nghe. Nhan vien CTXH cling co the g
Page 315 and 316: Twang hop 8.1 Giai down giCia trong
Page 317 and 318: • Cac thanh vien &No h6 trd trong
Page 319 and 320: Chuang 9 CAN THI1P VAO CAC HE THONG
Page 321 and 322: Cac rao can vat chit Viec phat hien
Page 323 and 324: dieu tri cai nghien, nhang ngtibi m
Page 325 and 326: va de dung gia dinh re (Ping, 2002)
Page 327 and 328: Doi khi quy trinh nay la true tiep,
Page 329 and 330: Thief Igp muc tier hap li Trong qua
Page 331 and 332: Cot trash nhiem chi ra ngudi chin t
Page 333 and 334: Gain, sat va danh gia lal Met budc
Page 335 and 336: Cac nguyen tee ego chic trong twang
Page 337 and 338: clang hanh lang cho met chinh kien.
Page 339 and 340: Met han chg vg dao difc mita lien q
Page 341: nhat di thuyet phuc? Ca nhan nay se
Page 345 and 346: deng phap H, viec dua ra tong luan)
Page 347 and 348: Hoat dong di kern voi cac hanh deng
Page 349 and 350: thong tin, phan tich du lieu, chia
Page 351 and 352: an giam et& hay nhfing ki nang khac
Page 353 and 354: vu phi hop vdi von de. Can can nhac
Page 355 and 356: giam d6c va van dua ra cac thong ti
Page 357 and 358: Chucrig 10 KIEN THOC VA KT NANG DAN
Page 359 and 360: hoa eke ket qua cho bat cu ca nhan
Page 361 and 362: qua dOi hOi chting ta phai dap Ung
Page 363 and 364: Cac thiet ke . AB D6 hieu Wide the
Page 365 and 366: HiNH 10.2. Vi du vg thigt ke B Cac
Page 367 and 368: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14
Page 369 and 370: 6 5 4 r 3 2 z 1 0 ,0 0 1 2 3 4 5 6
Page 371 and 372: nheing ding cu do goi la thang diem
Page 373 and 374: Dam manh va didm yea coa danh gia b
Page 375 and 376: (Xing nhu cac phuong phap khae, tha
Page 377 and 378: chung, nhang nghien cau nay bao gai
Page 379 and 380: cac xu huOng hoac cac me hinh có t
Page 381 and 382: Cac thiet k6 nhom throe Ring a ta r
Page 383 and 384: E ^. 0.) 40 • 35 30 25 • ♦ Ca
Page 385 and 386: an luyen nhOm da kgt auk. Diem caa
Page 387 and 388: chuong trinh vol tarn thanh vien. C
Page 389 and 390: trade va sau, met sg hoac tat ea ca
Page 391 and 392: Cac bie'n phu thuOc khac nhau: Hai
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Float deng danh gia nen dupe gan bo
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z TOM TAT Chtidng nay dua ra dinh n
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16. Canda, E. R. & Furman, L. D. (1
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46. Gorey, K. M., Leslie, D. R., Mo
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74. Lewin, K. (1951). Field theory
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103. Preston. J. (1998). Integrativ
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132. Sherman, A. (1973). Behavior m
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Chin trcich nhienz xulit bcin: Giam
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