BAI GIANG CONG TAC XA HOI

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dude lap sau khi dat ra raw Lieu. Khi kgt thdc can thiep, nhan \den CTXH dua ra mat diem s6 vao cac cOt va hang thich hop cho moi muc tieu. Viet cho diem co th6 la danh da"u hay ngu do la khach hang nha tuei, giao vien co the dung met phigu dinh de ttiOng trung cho su ti6n bO. Trong truong hop do, su tign be) cua thigu nien co the ducic chi ra bang mite di) hoan thanh mue Lieu dude lam not hat trail bang thang di6m. Dung trong so thong doi cho m6i muc tieu, nhan vdi so diem dude chi ra trong bang thang di6m, cho plant) to co dude tinh toan cila so/ diem hoan thanh raw tieu tong hop. Chang han, myc Lieu dau tien co trong s6 la 10 digm va do mong muon cua hoan thanh muc tieu la 0 dude dat tdi. Myc tieu s6 2 va so/ 3, m6i muc tieu c6 trong s6 la 8 di6m, dgu dat ban mite mong dui (+1 di6m). Cong thitc tfnh se nhur sau: 10 x 0 = 0, 8 x 1 = 8, 8 x 1 = 1. VI vay, diem tong cua thang die'm hoan thanh myc tieu trong trudng hop nay la 0 + 8 + 8 = 16, mot ligt qua lac quan vdi phan lon cac tieu chan. MCrc dO thanh tong Manh chgm dal cac can On da (trong so = 10) Mac it mong muon nhat (-2) Mac it hon thanh cong mong muon (-1) MCrc thanh ceng mong muan (0) Tat hem mac mong muon (+1) . Kat qua mong man nhat (+2) Trap din cac can tut gian nha binh thadng (4-2 Ian m6i ngay) Cac can bit gian lay ra it han (1 In 1 ngay) Cac con tac gian xay ra it (1 Ian titian) Cac can lac gian hiem xay ra (1 In 1 thang) Csic van de va trpng so Manh lam cac viec vat hang ngay (Trong s6 = 8) Khong bao go lam viec vat Lam viec vat chi khi bi nhac nhieu Ian Lam viec vat khi bi nhac Lam viec vat ma khong can nhac along nai gian nua Tv giac hOi co can gain viec nha khOng BANG 10.8. BAng thang diem hoan thanh muc tieu da dign 374 Manh them gia vao cac hopt dOng gia dinh (Trong s6 = 8) Khong bao gid tham gia vao cac hoat dong gia dinh Khong may khi them gia cac hopt dong gia dinh Tham gia them it nhat m6i than mot hoat dong gia dinh Tham gia cac hoat dOng gia dinh khi co yeu ca'u Tham gia hoat dOng gia dinh ke' ca khi khong can yeu cau
Dam manh va didm yea coa danh gia bang thang diem hoan thanh Ingo tieu Met diem manh chinh this thang diem hohn thanh muc tieu la su linh hoat, dO tin thy cao, do gia tri be mat cao (Alter & Evens, 1990). Thang diem hoan thanh muc tieu cO the dude su dung de theo dei s1.1 hoan thanh muc [tau a moi ego dO, ke ed vdi thc he thgng 16n hon. Met trong nhang diem manh cua thang diem hoan thanh muc tieu la kba nang e6 the dtia ra danh muc da muc tieu va Cam quan trong Wong dr1i vOi khach hang. Nhu vay, ca khach hang va nhan vien CTXH deu có ed hei nghl ve van de gi la thltic su nghiem trong va van de gi ft mang lai hau qua hon. Phtiong Olen nay cling mang lai met ed the a sap xep the muc tieu to ket qua to nhgt có th' den ket qua to1 nhgt co' the, d6ng that xac dinh met muc dat dude raw Kau. KhOng nhu the tin& ke he thong dun tap trung vao mue Lieu thay del hanh vi hoac thai de, thang diem holm thanh muc tieu quan tam tOi mue tieu cua khach hang. Nhu vay, no trao quy-en cho khach hang la dat ra va to hoan thanh muc Lieu dm. minh (Poulin, 2000). Viec su dung thtiOng xuyen the bang bieu co the gitip khach hang nhin Hay su Len bb cua minh trong qua trinh hoan tat muc tieu. Nhilng diem yeti erm m(5 hinh thang diem hoan thanh muc tieu cO the la cee van de hoac trong s6 khong phan enh tinh trang that cria khach hang. Chang han, cac trong s6 cna mot muc tieu có the thay trong qua trinh can thiep, dOi hoi viec cap nhat bang thang diem hoan thanh mix Lieu. Han che nila la do met s6 muc tieu kh6 the dinh mac dO holm thanh. Thang diem hoan thanh muc tieu eó the khong the dung trong truOng hOp cO nhieu mite do hoan thanh mue tieu khong xac chub ro rang. Mite de hoan thanh mue tieu md h6 e6 the lam giam gin tri cua ceng cu danh gia nay. Chang han, mue Lieu "cam thgy hanh pluie hon" hoe(' "cam thgy to tin han" co ye rat md he va khong Miu ich (Nurious & Hudson, 1993). Thang diem yen de d6i Wong Thang diem van de doi Wong dude su dung trong cac tinh hueng ma nhan vien thug the la hei va khach hang da the dinh dude van de can loaf ba ho4c giam Mt (Alter va Evens, 1990). Phudng phap climb gia nay hau ich khi khO hoac khong the luring hoa (kW lc& qua. Btidc dau tien la [Met bieu the van de theo thug ngil vg hanh vi. AKO van de cO the ',hang danh gia nhu sau: 375
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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
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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
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viec ma se de cap den nO trgc tip t
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(3) met thai ki cuel trong do sp ta
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nghe. Nhan vien CTXH cling co the g
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Twang hop 8.1 Giai down giCia trong
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• Cac thanh vien &No h6 trd trong
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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 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: nheing ding cu do goi la thang diem
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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