BAI GIANG CONG TAC XA HOI

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Bgnh vien Vigt Han -Dial tra dg thod man ctia kheich hhng Ban vita sit dung dich vu cOa Ph6ng dish vu xa hOi cos berth vien Viet Han. a benh vien Viet Han, chung tot quan tam den 9 kien cOa ban ve chat Iddng dich vu ma ban nhan &roc. Xin hay beit chat thdi gian hoan thanh diet' tra sau a gitip cal thien dish vu de chUng thi. Xin cam do ban. De tra Idi cho mot cau leak ban hay dung thang diem sau day: 5 = Deng I hoan toan. 4 = Tudng del dang 9. 3 = Kh6ng re rang. 2 = Phan dei met phan. 1 = Phan dei hoan toan. 0 = Khang ap dung. 1. q Bich vu ma tot can da dude cung cap. 2. n Nhan vien cong the xa 150i dap Ong kip thdi nhang you cad gitip da cOa toi. 3. q Nhan vien CTXH giai thich day da thO tuc quy trinh cho tee. 4 q Nhan vien CTXH rang nghe toi. 5. q Nhan vien CTXH hoan thanh kip thee nhiem vu cOa minh. 6. q Nhan vien CTXH tra !di cac cau hai cua toi tan tinh. 7. q Nhan vien CTXH than hieu di6u COI quan tam. 8. q Nhan vien CTXH dot xOnha nhan vdi toi. 9. n TOE se gib thieu nhan vigil CTXH cho ban ve va gia Binh toi. 10. q Nei chung, toi hat long vdi dich vu bath vien da cung cap. Xin hay dtta ra bat at nhan vet nao ban mugn de gthp chUng toi nang cao chat luting dish vu ban duec nhan. BANG 10.11. Vi du ve dieu tra dO thou man cue tthach hang Dam manh ye Mein yen cOa di& tra dg thou man MOt dim manh ion nhgt vg digu tra nhu cau la a tign hanh ya ddn gian. Chi phi th'gp ye tuY thuOe yao cai dang (bloc digu tra, digu tra co thd dude sa dung m& each Mu dui. Khach hang cam thgy dude trao quygn khi 86 cd hei cung cep phan h6i cho nhan vien CTXH hoac t6 chuc. Cu& cung thi khech hang la ngtied tiou thing nhang n6 luc caa chting to ya digu nay coy nghia quan trong. Vigc thu the') phan hoi to ho la hop 11. Them naa, 380
cac xu huOng hoac cac me hinh có the (Woe khai quat khi tilting tin dude tang hop qua cac nom. Quan trong khang kern viec giai nghia du lieu phai tufting dgi de clang (Royse, 2004). Diem ygu dau tier' cua digu tra do thoa man la "trong thvc tel khach hang thudng danh gia cao do thoa man v .& dich vu. Phan Ion cac sach digu tra vg do thoa man da &Mc xuat ban dgu chi ra rang khach hang tIntang thuat lai mite thoa man cao" so vdi thus t6 (Royse, 2004). Nhung kgt qua do da thick ghi nhan a rat nhigu note tren thg gioi. va vdi cac khach hang có nhiing van d6 khac nhau. Cac me hinh tri lieu duce sit dung during nhu khong có anh htlang dgn de thoik man cim khach hang khi nhan dich vu. Nhung kgt qua nay c6 the &toe giai thich hang sp kgt hap thia met vai ygu t6. nit nha:t, khach hang c6 the ca it hoac kheng có 1Va then lien quail Mn nhan vien CTXH, t6 chile, hay dich vu throe cung cap, vi vay, ho khong e6 ed so so sanh. Thit hai, nhung ngttai digu tra thang la nhiing ngudi hoan thanh qua trinh tra giup. Nhang nglini lin di to truth, hoac nhiing ngttai kheng tra lai ban digu tra se khong dude ke Mn. Ngay ca nhCing ngtthi da tra lai ban digu tra ding có the danh gia tech cue vi e ngai mirth bi anh httang eau nay. ,Met each a bit cho su thien vi nay la thigt lap met ngtiong cho skt chap nhan cao hon (Royse, 2004). De lam vay. nhan vien CTXH có the guy& dinh truth rang bat ki kgt qua nghien Clan nao chi ra it Win 70% khach hang hai long vdi dich vu hay t6 chitc c6 th6 dude coi la kheng hai king. Khong co nvang nhu vay. ngttai ta co the kat Juan sai lam rang phan len khach hang hai long vdi t6 chits hay nhan vien. Cac digu tra thong thuong co nhang han the nhu ti le tra lai thap hoac sai (ha chi, va chting co the bi anh 'Wang bai trinh de van hoa cua khach hang (Royse, 2004). Cugi thing the digu tra tlutang thigu de tin coy hoac de gia trl vi chting thltang la doe nhat va do chinh t6 chitc hoac nhan vien Cu the thigt kg. Met han chg nua ciia di:6u tra Ulna man la kgt Juan thu dude kheng thg gitip cai thien cac phuong phap da sit dung vai met del Wong Cu the, mac du no co the gitip ich cho cac chuong trinh kg tigp. Hay so sanh digu nay von the thigt ke he thgng don duoc sit dung de do luting trign he trong can thiep. Giam sat cho phep chting ta co nhang digu chinh trong qua trinh thus hien, nhang digu chinh nay thubng khang the tign hanh trong digu tra 381
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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
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Cac rao can vat chit Viec phat hien
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dieu tri cai nghien, nhang ngtibi m
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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 and 376: (Xing nhu cac phuong phap khae, tha
Page 377: chung, nhang nghien cau nay bao gai
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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