BAI GIANG CONG TAC XA HOI

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nhung dich vu bC; sung do cac to eh& khac dua ra (Mat giai thieu can t6 chic khac), va met nguen khach hang dn. Viec chung minh la ce met nhu cau cho chticing trinh mai doi hOi thu thap dft lieu to the nguen khac nhau (Hasenfeld, 2001). Nhung hoat dung, du lieu va ngu6n nay bao g6m: • Hoan thanh met danh gifi nhu cau (met phan tich chinh fink vg sV Mn tai caa met nhu eau cu the). • Viec phan tich nhung bao cao co san nhu cac da lieu diet' tra dan so, cac digu tra nan nhan, can thong tin khac do tong cluing va cac nguon ca nhan thu thap dftyc. • Viec thu thap thong tin tft nhftng nguai twang 16i ti6en nang cua dich vu duos de xuat. • Viec xac dinh nhiing co quan c6 the cung cap throng trinh da dude de xuat. • Viec thu thap thong tin tft nhling co quan khac c6 the dua ra nhftng dich vu hoac phut vu met del tftyng dan cluing tuong tg de xac Binh khoang trong hay can nhuoc diem cua dich vu khan. Li do de thu thap ntiftng du lieu nay nen ro rang. Bgt ki throng trinh nao ding doi hOi cac ngu6n lyc quan trong va khong co quan nao mugn ma ra met dich vu chi de nhan ra rang mot tiSchtic khic da cung cap no vdi met chi phi thap hon. Met Mem dgc hay ban giam dgc ca quan cling kheing vui ve gi khi bi'et rang s6 Meng khach hang can met dich vu cu the qua it de dap cho chi phi no tao ra. Cling doi khi de dAng bat dau met chtiong trinh khi có eft tri trong nftgc quan tam cl6n van de. Vi du, neu nhan vier' CTXH chi ra la thieu met phthing Hen giao thong cho nhftng nguai khuyet tat, tong vied tien hanh thay del se dude ling ho bai eO met nhOm tham gia trong tong d'Ong clang sau kign olla ban. Mac dau chi ea du lieu la data du thuygt phut, vies co them ling ho tft nhung ngftai khac, dat biet la nhung ngftai sit dung ti6m namg cna met dich vu ea the tang curing clang ke kha nang dude ling he. Ket qua lA met &Mc nfta trong ben trinh dude quyet dinh lieu met nh6m ngtrai nhu vay c6 ton tai hay có the hinh thanh dude khong. Chc chftong trinh mai cung Moi hOi sV sang to ve nhom dan so' muc deli throe phut vu, cac van de va chit diem cu the can Mu tam, nhiing filch 354
vu phi hop vdi von de. Can can nhac ki Wang to' chi phi cung cap the dich vu, nhang chuyen gia va viec c6 du nhAn vien tigm nang, cac trang thiep bi vat chAt can c6. Tien can de khai deng clawing trinh c6 the dude Lay tit viec phan be lai nhung nguOn he ce san, tai trO, hay cac help dOng tit nguen ceng chting hay tit nhan, tien le phi tii khach hang va tit viec quyen tion. Ngttai cung cap dich vu c6 the tit ehfic a nhung aiming trinh khac, thug til ben ngoai hoac tuyen tit nhfing tinh nguyen vien (Hasenfeld, 2001). CO sa ha tang va thigt bi eó the dtioc quyen gem sit' dung lai tit met chttong trinh tit trade, hay di vay tam thai. Met vAn de naa can luu tam la eau hOi dich vu se dude cung cap the nao va a dau. Lieu no se la met chtidng trinh to di tim khach hang duet aide hien ben ngoai tea nha cila ed quan hay ddn Oar' la met dich vu nia nam trong toa nha hien co. Lieu gia lam viec cita nhan vien van nhu the hay có khde gi? Chang han, chudng trinh mai eó throe dua ra vao buei tai hay trong cac ngay cugi tuan khOng. Lieu the nhAn vien o6 can chuyen mon gi die biet nhu biet not troi chay tigng clan tee thi6u s6 hay kha nang trong linh vt,tc cai nghien hoac bao 1Ve gia dinh khong? Chuang trinh mdi se sap xep nhan sa the nao va nhCing dich vu mai se dude to chic ra sao sau khi Wang dude Lung ra. Chudng trinh can miic de giam sat den dau? VAn de eugi cung nay dat biet quan trong vi ngitai chiu trach nhiem giam sat se quan if cfing viec cua ngdoi bi giam sat (Hasenfeld, 2001). Cling can phai can nhac viec sap dat nguen cung iing du de khach hang sft dung dich vu. Chang han, can phai tang curing mei quan he vdi nhang co quan khfic cO the gidi thieu dich vu cUa ban. Viec quang trio c6 the can den, thing han nhu td buam, poster, hay cac phudng tien truye'n thong. Viec nOi chuyen vdi nhung nhOm va to ehiic c6 nhfing thong tin ve khach hang can dich vu cling co the huu ich. Met dieu phai can nhac niia la viec xay dung met kg hoach dinh gia co the gin') guy& dinh lieu nhung dich vu dude cung cap c6 dat dttOc mue deli de ra khong. Gee quyet dinh dude dua ra can luu gia nhung he so gi, the nao la thanh tong, va ai se lien hanh viec dinh gia. Cac co quan tai tro hoac the cd quan khac co tham quyen thong qua ehtidng trinh thdang yeu thu viee dinh gia, coi do la met yeu t6cgu thanh. Neu the chuong trinh dude tiep tut, chiing phai chtec hop phap hoa va Ung he. Dieu nay c6 nghia la cac thanh vien cim Ong &Ong thita nhan nhu 355
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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
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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
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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 and 350: thong tin, phan tich du lieu, chia
Page 351: an giam et& hay nhfing ki nang khac
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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