BAI GIANG CONG TAC XA HOI

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Cac tin& kb chat luting la nhiing thiet k6 giai nghia nhfing quan sat thanh nhiing con s6 va thong ke trinh bay trong the hinh Link nhu bang Neu, phan ha tan suat va cac thOng ke khac. Trong met so' truong hqp, du lieu va thOng ke so' &toe si:t dung de suy luan tU cac hien Wong dang dude nghien citu thong qua viec sit dung thit nghiem thong ke co tinh suy Wan (Ginsburg, 2001, tr.32). Gee thiet k6 chat Wong la tin& lie tap trung vao cac bien hay thMic tinh khang the luting hod throe (tr.33). Mac dau flirting phitong phat nay khac nhau ve thiic chat, song có nhiing chOng eh& clang ke ve met s6 khia canh. Chang han, nhan vien ding tac xa hei thudng kliong sit dung the thudc do chat Ming de ehuy'en nhung ket luan thanh s6. Hai phitong phap trinh bay trong chUong nay la thang van de d6i tuiing va thang hoan thanh muc Lieu nghieng ve nghien dm chat luIng (Alter & Evens, 1990). Tuy nhien, quan trong lion la viec ca hai phut:mg phap deu mang lai nhflng each thtlic him ich c6 the dude nhan vien cling tac xa hoi su dung a denh gia cong viec ena ho. Cac hthn did thus to trong dthnh gia Chung ta can hien rang phan lOn the each thitc danh gia ma ta dudi day dude thiet ket chi de cho ta biet lieu khach hang co dat dale muc tieu ma ho mong muoin hay kheng va lieu cac nhiem vu quan trong can thiet cho viec dat muc Lieu co dude Elute hien khemg. Chung La khong the khai qukt hoa ke't qua nghien cum cua minh cho cac tinh huCing khde vi the pinking phap nhu thiet k6 he thOng don kh8ng dap ling dupe cac Lieu chi can thiet cho nhiing tinh hiang do. Ke ca can thiep cua chting ta dude cluing minh la thanh tong to ldn voi met khach hang bi lo long qua mile, chiing ta cling khang the biet, chat rang each can thiep do se co tee dung voi cac khach hang Wong tu. Kha nang de khai mint hoa doi hOi cluing La phai co d3 lieu so sanh va su dung the phudng phap thiet 1(6 dat biet cho muc dich nay. Chting ta se thao luau nhitng phuong phap nay true tie'p hand phan eau cua chudng nay. Chung ta khang the gan het nguyen nhan cho quo trinh can thiep cua nhan vien cling tac xa hot Mac dau cluing ta rat muOn not rang tong viec cith minh ta da mang lai nhiing thay dei mong mutin cho khach hang, phan ]on cac pinking phap danh gia a day kheing the not nhu vay duct. De thiet lap quan hee, nhan qua giita hai su Men, nhu phudng phap In lieu va ke ft 362
qua dOi hOi chting ta phai dap Ung dude met boat the tieu chi, hau hgt nhiing tieu chi nay khong the dat &tee vdi each tipcan danh gia don gian. Chang han met trong nhiing tieu chi quan trong la "mgi Wang quan thkic nghigm gifia hai bign khong the dugs giai thich la do anh htiang dm met bign thit ba" (Rubin & Babbie, 2001, p. 294). Khi eta:Mg ta lam vies vdi the khach hang, cluing ta higt rang moi vies khde gang dang dien ra trong cube song cud ho. Ho dang gia di, dang trai qua nhiing digu khac, dang tac dog lan nhau, dang nghl, va dang cam nhan. Trong thktc tg, nth:Mg thu dang then ra trong cube song cim ho con nhigu hon skt can thigp cud cluing ta. Vi vey, chUng ta khong the ket luau rang chinh su tre glop cad ehting ta da mang lai nhung thay d6i dude ghi nhan d khach hang. Mac dau, rat co the ski gidp dd la nhan tg duy nhat c6 the mang lai ski hoan thanh muc tieu cita khach hang, thing có kha nang nhiing digu trai nghigm khac, tkt no hoac kgt hOp vdi can thigp cita cluing ta da mang lai ski thay doi. Cluing ta se kham pha van a nay khi chUng ta nghien thiu cac thigt kg nh6m. Truck mat, khi ta dang xem xet chign hide danh gia &Of day, xin ban lUu y skt nhac nha nay. Cac Midi led he thong dan (Single-System Designs) Cac thigt kg hg thgng don dttOc su dung cho cac trubng hOp ca nhan. Thigt kg don tong co the dung IA the nhom hay cac gia dinh don, trong dO cac van dg dgi Wong phu hdp vdi mo hinh chu the don (single-subject), en nghia IA GO chung met muc tieu. Met li do cho vigc sit dung thuat ngil he thgng don IA no eO the sit dung yeti the he thOng ngoai khach hang ea nhan. Vi du vg truang hop ca nhan IA met hoc sinh ca biet hay trgn hoe. Vi du yg trUang hop gia dinh la met cap vo thong bat hod vdi nhau vg chia se cOng vigc nha. MO hinh chit the don dgi khi co nhiing each goi khac, chung han nhU chi; the" dart, rt = 1, "day so thdi gian trudng hop don, nghien eau he thgng thin, hay nghien citu Wong sr" (Yegis va ceng ski). Qua trinh sit dung nhitng thigt kg nay la true tiSp. Nhan vies CTXH chon met hanh vi cu the a can thiep, thu thap du lieu tit cac khach hang va doi khi t3 nhung ngudi khac, ph'an tich d3 lieu va giai nghia kgt qua de g6p phan the dinh higu qua eong vige. Cac nguon chi lieu co the rat khac nhau. Chang han, khach hang co the hoan thanh cac bang theo clod, bang theo doi nay cho bigt cac hanh vi va thdi gian xay ra hang ngay. Cac thanh vien gia dinh, nkat vo/ chgng hay anh em cim khach hang hoac co quan, 363
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
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Giai doan au Giai doan dau la thdi
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chile c6 the hia chon nhung nguai c
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nay e6 the la not quy ve phuong pha
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ca nhan trong khi khep lai nhung le
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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 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: hoa eke ket qua cho bat cu ca nhan
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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