BAI GIANG CONG TAC XA HOI

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Hai vi nhfing nhan vien CTXH la met phan cua to ch$c, ho có quyen lai bgt di bgt dich trong viec cd d lai co quan. Clang khong phai muc tieu cua nhan vien CTXH la pha hoai hay gay hai cho to chlic ma chi nhAm ginp t6 chile lam viec tot lion a dap Ung nhu eau aim khach hang. Cae no lac dude ties hanh de dat dude muc tieu cu6i cung nay vi vay se khac vdi nhcing no hic s& dung trong cac hanh &Ong xa hei truyen th6ng. Phan eau day ma to met so nhung phtiOng phap nhan vien CTXH co the Wing de lam thay d6i te; chile tii ben trong co quan cua minh. Mat phan rich linh vac lac lacing (Force Field Analysis - FFA) Du cho nhan vien CTXH dang can nhac viec ma met chudng trinh mdi, thay dai nhung chinh each va thu tuc hien co hay no lye thay dOi a cap de t6 chile hoac Ong (tang, met trong nhung tong Cu luau hieu nhgt la phan tieh FFA. MO hinh FFA dude Lewin (1951) phat trien, cling la /ten tang cila cac ma hinhhIc long ben trong va ben ngoai da thao luan a Chuang 2. Khai niem thi taring doi don giAn nhu cung cap mot pluidng phap tuyet viii trong viec xac dinh nhung lac Kiang can tra va nhung lac luring ho tro cho met thay d6i dude de xugt trong met hoat &Ong hay linh vac cu the. &roc &Au tien la Cu the hod va lam sang t6 hoat Ong hay muc tieu ma ban dang theo du6i. Day co phai la met claming trinh mdi phut vu met nhom clan so cu the hay su thay d6i trong met chinh sach cu the a ea quan. Budc thli hai la phac hoa mei truang trong do su thay dei ban de xua:t se din ra. Day eó phai la met co quan hay Ong clang, met khu vac hay la su ket hcip nhung ygu t6 do. atac tha ba la xac dinh tat ca cac hie Wong trong m8i trtiong do ma ban nghi la se phan dal de xugt cfm ban. Khi da tap hop xong, chUng tra thanh nhung lue luting can Era kha nang dat duos muc lieu cila ban. Cac lac luring co kha nang can tra co the bao gem met can bO hanh chinh mien curing chi tra them tign a bat (tau met chudng trinh mdi, va nhung nhan vien mong mu6n duy tri tinh trang cfla ho vai brit ki gia nao. Nailing yell tgkhac co the la chi phi phat tridn met dich vu mdi va ski thieu nhan vien co du trinh gido due va dao tao de dua ra dich vu mdi. &lac thu to IA xac dinh va clan ra nhung lac Wong trong mai trtiang se tao then kien hay ha trd trong no lac thay d6i. Nhfing lac Kiang nay bao gem kit& nang cila ban tao ra thay dtii dua tren nhung ygu to nhu mai quan he ca nhfin vdi ngtiai ra guy& dinh, ski Ban sang di van do, ng hanh lang mot 352
an giam et& hay nhfing ki nang khac cO thg gin') ban dat dude muc tieu. Cac lac Wang ben ngoai c6 the bao gem nhUng khech hang higu van d& san sang len tigng thay mat cho y kign dm ban vi ho se sit) dung dich vu duct tao Ho cang se bao g6m nhilng ngudi cO quygn laic trong tong d6ng hay t6 chuc ma ban bigt se tang ho kieu dg xuat ban dang dua ra. Hay ghi nhd rang nhung 1f do cho met dg xuat nhu tray cluia cO la vi Irian th met sit can bang Wang clea gifia nhfing l fe luting Ung he va phan clgi. NhOng lue luting mdi c6 the dua van Om c6 ti6n, met nh6m nthing nguoi thich de xuat, y kign cud Ong d6ng. Ski chti y cud cac phudng tien truy6n thong, sit Ung ho ca nhan caa nhung ngt.thi dung clan y kign, va bat cu gi ma ban co the nghi ra. Bade thilndm: la qua trinh danh gia site manh trung dgi dm mai he luting c6 tropg the ben chign tuygn. Sue manh cua nhiing he Wong tang he va phan dgi so ygu t6 quan trong quygt dinh ban c6 thg dat duct muc dich hay khong. Phan tieh nay se cho ban met cam gide Wong dgi chinh xac ve viec lieu ban co thg cO du site manh dg thay dgi tinh hinh khong. Neu ban quygt dinh rang muc tieu vita that tg, vita c6 the dat dude, back eugi clang la Mon mgt kg hooch a at duo, muc Lieu. Chitin We nay phai dace suy nghi ki tang a mai Me luting can fres' co the thanh trung lap-hoac co the vticit qua (Meenaghan & Gibbons, 2000). Neu dude su dung dung can, me hinh nay c6 the hCiu ich du cho muc tieu la thay d6i t .6 chile hay tong d6ng. Trong phan sau, chting to xem xet chit dg xay dung the chuang trinh mdi. X5y dung cac chi/Ong trinh mai NhCing nhan vien CTXH it dat nigm tin vao viec met co quan nen dm ra met chtiOng trinh mdi hay xem xet lai met dich m Cu. Hatt hgt cac nhan vien CTXH they the diem ygu ma he nghi la e6 the chicle giam di hoac vtiOt qua bang the thay dgi cu the. Tuy nhien, chi nen alit tao ra met chuang trinh mdi trong bdt ki to chile nao sau khi da can nhac ki ludng. Hasenfeld (2001) n6i rO dieu nay khi Ong quan sat, thdy rang "khong nen dua ra kign and cac t6 chile mdi hoac chuang trinh mdi tru khi co met nhu thu cu the va kha thi HIM; ddy" (trg. 460). Y kign nay chicle Ung ho khi ngUai to nghi ye the nguan life dei hOi de duy tri met chuang trinh. Nhfing nguon lye nay bao ggm nhiing thit rd rang nhu tign va nhan vien, con nhung thit Hasenfeld them vao la kign thfic va kha Mang thkic hien dich vu, viec co san 353
Page 1 and 2:
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
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3. Nhom phat trien uttoc thigt 1(6
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• Lam viec cai ma vai cac nei lo
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Met phtiOng phap lam tan bang la ch
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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 and 342: nhat di thuyet phuc? Ca nhan nay se
Page 343 and 344: can tra la mgt vi du. "Tei khOng ca
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: thong tin, phan tich du lieu, chia
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
Page 393 and 394: Float deng danh gia nen dupe gan bo
Page 395 and 396: z TOM TAT Chtidng nay dua ra dinh n
Page 397 and 398: 16. Canda, E. R. & Furman, L. D. (1
Page 399 and 400: 46. Gorey, K. M., Leslie, D. R., Mo
Page 401 and 402:
74. Lewin, K. (1951). Field theory
Page 403 and 404:
103. Preston. J. (1998). Integrativ
Page 405 and 406:
132. Sherman, A. (1973). Behavior m
Page 407:
Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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