BAI GIANG CONG TAC XA HOI

More documents

Recommendations

Info

Cac cuec gap theo ke hoach Da len Ice hoach hai cuec gap 3 tai nha voi khach hang Diem: 5 = hoan thanh, 4 = co ban hoan thanh, 3 = hohn thanh met phan, 2 = khOng hoan thanh, 1 = ce co h6i BANG 10.10. Thang dOgm hoan thanh nhiem vu Rein va Epstein da Mint trien thang diem hoan thanh nhiem vu thanh met ding cu h6 try cho cong vied cua ho. Mac dAu vi du tren bao the nhiem vu nhan vien CTXH phai hoan thanh, no cling cO the' sa dung de gulp met khach hang then doi dude cac hoac deng tion theo. Met of du vg nhiem vu cila khach hang la: 1. Hoan thanh met den xin trg gidp y tg. 2. Sap xep the lan kiem tra y to cho em gal 6 tuelli. 3. Hen gap a hoe vg GED. Khong c.6 met khung dua ra de lam thang diem hit thanh taw tieu, gia sa rang the nhiem vu se duck, }loan thanh trong balt ki thdi gian ma dua vao khung a giai doan trail° cili a qua trinh giai quygt van dg. Diem manh va didm yob cua thang clanh gia hohn thanh nhiym vy Thang diem hoan thanh muc tieu la met he thang xua't sae trong khi theo doi cae nhiem vu quan trong can thief de to gitip d6i ttiOng dat dale mue Lieu. Du the mue tiou la do nhan vien CTXH hay khach hang dat dude dcu khong quan trong vi he thong nay cO tac dung vdi ea hai hinh thud. Thang dlinh gia hoan thanh nhiem vu cling e6 nhiling diem yell cua no. Chang han, phai lau Y rang mot nhiem vu hay met boat dog co the dude hoan thanh song mud tieu lai khong dat duct. Gia dinh nay la cd sa cho thang diem hoan thanh nhiem vu va vied hoan thanh nhiem vu c6 the din den dat throe muc tieu. Doi khi, dieu nay khOng xay ra. Mat khae, khach hang c6 the kb:Mg hoan thanh nhiem vu met each hoan Loan. Dieu nay c6 the la do khach hang da khong ca. du Ong luc hoac c6 met su ngan tra hoan thanh nhiem vu ddy du. Nhan vien CTXH phai lam vied vdi khach hang de xac dinh ygu td khign nhiem vu killing duce thus hien, phai len ke hoach de vuot qua rao can hoac thaycl6i nhiem vu. Cac nghien Call 116 skt thoi man Nghien cUu su thoa man la each thud don gian de nhan vien CTXH c6 dude ski phan hOi ciia khach hang hoac ngUai khac khi sa dung dich vu. Noi 378
chung, nhang nghien cau nay bao gain digu tra vdi the cau hat lien quan truck tip den hanh vi Cu the cam nhan vien CTXH. ChAug hen, met nhan vien CTXH maehi bigt minh de. lam tot cong vied dao tao nuei con cho nhfing ngtiai mdi tra thanh cha me nual. Digu nhling ngitai cha me nuhi nay da trai qua dao tan ch the la nhfing thong tin quan trong giup ho hoat Ong trong tudng lai. Mot di6u quan trong la the nghien Cull sg thoa man ch the duck dung 11011. Neu nhan vien CTXH mutin hi& nguai cha me nuei da hoc duce gi trong khem dao tau, met (lieu tra sv thoa man se kliting nhal thigt phai mang lai thOng tin nay. Dinh gia skt thu nhan kien theic thitang del bee mot s6 cd chg flint so sonh diem truOc va sau danh gia bang met bai kiem tra eh de gin tri vg cac thOng tin lien quan dgn von de (trong tritang hop nay la kign theta cham she, nuei duang). Trong mot se; Huang hop, nhan vien CTXH sit dung ca kiem tra kien thiie va dieu tra sit thoa man bai vi cluing se mang lai nhung thong tin khac nhau. Cae digu tra dO thoa man thuang sit dung met be the eau hal (long, hai vg cac hanh vi cim nhAn vien CTXH (hoae cim to chetc cung dip dich vu), nhung ding tot ngu eung cap cac eau hai and de khach hang eh the sit dung nham me to kinh nghiem cua mini. Mae del nhung eau hei ma ce the Mho dua vao bang, hay tinh tong, song cluing c6 the cho Wel cac thong tin kliOng the eh doe neh chi set dung eau hai dOng. Vier, tra lai aim khach hang cho met eau hea ma se mang phong each rieng cua phan tich net dung cho moi eau tra lai, eh the xac dinh duce giong dieu haac cac van de thong nhgt. NhUng kgt luau nay co the duce sd dung de cai thien chat luring dich vu hoac gai y die eau hai khac khi digu tra trong Wang lai. Kin ce the, tot nhat la c6 tom the digu tra do thoa man co san v67 dd gia tri va tin cay da dude chang minh chit kheing nen tv thigt kg. Met lila churl la Danh mac dr) thud man cda khcich hang (Cient Satifaction Inventory — CSI), eta có ed do, gth tri >My dking va de gin tri nei dung, cling viii (le tin cay cao (Nugent va Ong skt, 2001). Hay ghi nhd rang cac digu tra thoA man khOng chi bo hap trong vice thu thap thong tin W phia khach hang. Nhung digu tra nay con duce sa dung de de xueft § kign tit cac to chitc khac, the nguem tham khao, ca nhan va t6 ch(c khac Ina phan h6i cua ho eó the gitip tai thien dich vu. Hinh 10.11 mei to met tong eu thoa man khach hang set dung nhung cau heri dec. trong. 379
Page 1 and 2:
DAI HQC DAN LAP THANG LONG BAI GIAN
Page 3 and 4:
myc Lyc Lèln6i4u 5 Lai moat/ 7 Chu
Page 5 and 6:
6 Chung toi hi vong rang khi cu6n s
Page 7 and 8:
8 nang xac dinh van de caa del Wong
Page 9 and 10:
Khong chii Si rang nghe Nghia la ng
Page 11 and 12:
Giong mai Giong noi nen phii hdp vo
Page 13 and 14:
loan tam li, tang thang, met mOi tr
Page 15 and 16:
5. Mat nhin-tiep xbc qua anh mat, n
Page 17 and 18:
clang tim giai phap cho van de va k
Page 19 and 20:
Clip di;, 2: Ban dang cam thgy that
Page 21 and 22:
8. Met co be 12 tuth bi anh trai qu
Page 23 and 24:
1. Khach hang: Gan day tai cam thgy
Page 25 and 26:
9. Khach hang: Chgng tea co van de
Page 27 and 28:
cang da tang trai qua nhung dieu Wo
Page 29 and 30:
Khi nhan vien CTXH nghe eau chuyen
Page 31 and 32:
• Nen dat cau hOi tap trung vao n
Page 33 and 34:
3. Khach hang: "Anh ta sa vao nhung
Page 35 and 36:
Cau hOi theo trial hoc Socrat "Khon
Page 37 and 38:
thong tin vg met chu diem cu the de
Page 39 and 40:
Cau hai dank gia de khach hang din
Page 41 and 42:
Ban danh gib mOc dO hobn thanh nhil
Page 43 and 44:
Cau tra lei cam thong matt: Ban dan
Page 45 and 46:
Cau tra Itli quan tam tich cite mal
Page 47 and 48:
Can tra ldi quan tam tich ciic ma.u
Page 49 and 50:
4. Benh nhan noi trn nam trong trai
Page 51 and 52:
Citu hal lam sang to van de: Anh ma
Page 53 and 54:
17. MOt ngtieti ta nang thon ra ThU
Page 55 and 56:
+ Van ban xac dinh tinh trang caa k
Page 57 and 58:
mat thcii dO it than thtinh, cat ma
Page 59 and 60:
Ngu6n got chinh xac cua the yeti t6
Page 61 and 62:
NOi Ivo Su thgp kern Su but bOi S2f
Page 63 and 64:
64 1. Can be nay dang d giai doan n
Page 65 and 66:
• de kgt hop sieu ca nhan ma khac
Page 67 and 68:
mei truang 'et/ nhien caa ngtiai do
Page 69 and 70:
• Nhang mang Judi quan he hien Mi
Page 71 and 72:
• Cho rang co the doe &toe suy ng
Page 73 and 74:
M6 hinh danh gia dua hen cac thirn?
Page 75 and 76:
lap chile nang va Huang thanh tgt n
Page 77 and 78:
6.sa dung cach danh gia nham ttm ra
Page 79 and 80:
True III nham the hien bat ki dieu
Page 81 and 82:
• Tim hieu xem lieu co su rgi loa
Page 83 and 84:
throng nhu nghe chang hop 1f lam, n
Page 85 and 86:
nghien eau va thaang xuyen Wide cac
Page 87 and 88:
TOM TAT Chuang nay gidi thieu cho n
Page 89 and 90:
nhien nen nhan vien CTXH the hien d
Page 91 and 92:
tigp tut tra phi tu van có nghia l
Page 93 and 94:
6 có the gap khO khan trong khi gi
Page 95 and 96:
cu6n each mang ten "Nghien ads &fa
Page 97 and 98:
them met se- bueb nth. Bien phap ga
Page 99 and 100:
3. Cac &Mc hAnh deng hoac cac nhiem
Page 101 and 102:
3. Cac ygu t6 ben ngoai có the anh
Page 103 and 104:
Van de ye gia dinh la met van de kh
Page 105 and 106:
qua trinh to van. Vi du muc lieu da
Page 107 and 108:
nguai khde va tap trung vao hAnh vi
Page 109 and 110:
can phai dUcic lam re hdn de co the
Page 111 and 112:
Trong cu .& "Bai tap thuc hanh tong
Page 113 and 114:
Co rat nhigu mo hinh day each giao
Page 115 and 116:
chuyen voi. Vi du trong suet butii
Page 117 and 118:
Cac aging diep "toi" khOng dg 16i,
Page 119 and 120:
cam thgy digu ma ban dai cam thay.
Page 121 and 122:
Cac mue tieu to van can cu thd va r
Page 123 and 124:
dau su danh gin dia ho van mang tin
Page 125 and 126:
thoa man trong hen nhan, Chi s6 Tho
Page 127 and 128:
TOM TAT ChuOng nay tap trung vao qu
Page 129 and 130:
gio-ng nhau. Dieu cot yeu nhal cua
Page 131 and 132:
4. Phan anh dya tren tinh hitting c
Page 133 and 134:
i rei loan se tang rei loan hOn neu
Page 135 and 136:
Kithuat tang curing ban nga Duct tr
Page 137 and 138:
Buac hai caa qua trinh la tao ra ma
Page 139 and 140:
Rimm va Masters (1974) da dua ra me
Page 141 and 142:
ttdc mall de gifi tri bang 10 diem
Page 143 and 144:
ngoi tntec may vi tinh chdi tro chd
Page 145 and 146:
KT thuat sir dung quan he sang tac
Page 147 and 148:
C: nhung ket qua lie cam giac va ha
Page 149 and 150:
can co them kinh nghiem vg thi cit"
Page 151 and 152:
Kith* xe-p hang sythanh thao va tho
Page 153 and 154:
"Li thuyet nen tang cua liOu phap 1
Page 155 and 156:
chicle thigt lap gitta nhan vien CT
Page 157 and 158:
5. Tao ranh glad 6. Tao bat can ban
Page 159 and 160:
de hei one thanh vien gia dinh ye 5
Page 161 and 162:
To bgt can bang (bat toting xting)
Page 163 and 164:
KT thuat ma to yin dg De Jong va Be
Page 165 and 166:
lam viec gi khac biet khOng?" hoac
Page 167 and 168:
khang thgy. Digm math chgt a day la
Page 169 and 170:
h6a khac nhau. Tam yen P6 nay bao g
Page 171 and 172:
Ch uang 5 PHAT TRIEN KT NANG D61 PH
Page 173 and 174:
nghiep dude trubng nay!", thi khach
Page 175 and 176:
Trong dot digu tri ba, khaeh hang v
Page 177 and 178:
Bai tp ta la nguy cd th \lc su vdi
Page 179 and 180:
nhdc dinh to tit. Khach hang c6 ngu
Page 181 and 182:
Theo Lewis uez dthzg szt (2002): "K
Page 183 and 184:
Murphy —"n6u co gi co the sai lam
Page 185 and 186:
dich dieu tri la chi ra rang khach
Page 187 and 188:
Hanh vi higu chign thuang dude boc
Page 189 and 190:
Lange va Jakubowski (1976) thao lua
Page 191 and 192:
Stt kien dinh ve cai tot. Su kien d
Page 193 and 194:
clai eang hadng dan the ma tit nhan
Page 195 and 196:
hai ben cai ma hon vdi nhau, ea hai
Page 197 and 198:
1. Cai thien mtil quan he ciTa ban
Page 199 and 200:
1. Hay danh vai phut de can nhac xe
Page 201 and 202:
Jerry, ... tai ninon anh hit that M
Page 203 and 204:
3. Nhung su kien kinh nien nhung kh
Page 205 and 206:
giai doan the ha nay, su cang thing
Page 207 and 208:
"dgu hieu ctinh bao Om" c6 the dace
Page 209 and 210:
Bich vu tham ven". Nhieu nguai ehon
Page 211 and 212:
cua moi ngudi va nen dude chgp then
Page 213 and 214:
Chuang 6 THVC HANH PHAT HUY NQI LUC
Page 215 and 216:
7. Hay kien nhan vi ski Lisp sac ci
Page 217 and 218:
each not vg nhung (lieu ma ho da di
Page 219 and 220:
3. Phai gig dinh rang ban kh6ng the
Page 221 and 222:
Phai c6 trach nhipm tgi khach hang
Page 223 and 224:
cling -nhu Id nang ma nhan vien CTX
Page 225 and 226:
Trail hanh can thi4p Qua trinh can
Page 227 and 228:
Lu8n phai xem xet m6i quan he this
Page 229 and 230:
3. Hay tan ra nhung Iniac en the de
Page 231 and 232:
met eau chuyen mai bang each suy ng
Page 233 and 234:
song vg nhan each, y thitc, deng ly
Page 235 and 236:
cua phu nu, b6 qua nhung digu nay l
Page 237 and 238:
Phat huy th6 manh cho khach hang la
Page 239 and 240:
4. Chu trong van dac diem rieng bie
Page 241 and 242:
Cong tat vdi cac gia dinh la float
Page 243 and 244:
Cac ranh gidi Cac ranh gioi la nhun
Page 245 and 246:
Cac mii hinh doe nhet Cac mo hinh d
Page 247 and 248:
nha tri lieu c6 the three xem la e6
Page 249 and 250:
Chdng nao nha tri lieu gia dinh cli
Page 251 and 252:
phan lan cua moi tong tae that hAnh
Page 253 and 254:
ean phai tip xuc lan (tau vdi gia d
Page 255 and 256:
trinh bay va chap nhan quan diem ca
Page 257 and 258:
dinh. Viet ghi chu cac he thong con
Page 259 and 260:
dinh. Co the la ve met tran cid bon
Page 261 and 262:
Viec danh gia cac tinh hudng gia di
Page 263 and 264:
Re rang la yang dai ca lne nao do d
Page 265 and 266:
Trong qua trinh danh gia , c6 the l
Page 267 and 268:
khac &Ong met vai trO quan trong la
Page 269 and 270:
10. Moi nen van hon deu coi trong t
Page 271 and 272:
Vi du nhan vien CTXH co the bat dau
Page 273 and 274:
tre, met trai, met gai. Cac throng
Page 275 and 276:
Cac qua trinh va phdang phap Thuc t
Page 277 and 278:
uong ruou ciia minh có anh huang d
Page 279 and 280:
Cac can nhac vg van boa la nhiing y
Page 281 and 282:
nam va n3, va cac trung tam cong de
Page 283 and 284:
Me hinh chila benh nhan manh vao sV
Page 285 and 286:
thlic va d6i eau" va "khuyen khich
Page 287 and 288:
Sau giai down lam viec met minh, ng
Page 289 and 290:
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 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 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: (Xing nhu cac phuong phap khae, tha
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
show all

BAI GIANG CONG TAC XA HOI

Create successful ePaper yourself

Delete template?

Save as template?