BAI GIANG CONG TAC XA HOI

Giai doan 3. Lap ra muc tieu va tim each can thiep tot nhat trong
viec tre giup khach hang dat dude muc Lieu
Qua trinh phi-511g van bat dau thien vg muc dich ma khach hang
va/hoac cac co quan, nhung nguei mugn co lien quan (cha me, ban del, cac
toa an, nha truang) mugn dat dude. Hay dung eau 116i danh gia de gulp
khach hang guy& dinh ho mu6n dat dude gi va nhung ngvai khac mtten dat
chive gi. VD: "Ban mugn dieu gi cu the to cube gap ci -la chang to?", "Lam the
nao de nhung khac) cfla ban bigt ban co fign be?", "Lam thg nao thi
ban bigt chting to dang tign be" "Lam the nao ban biet la chung to da hoan
thanh wing viec?", hay "Toa an mugn ban lam duoc gi khi ban quay lai
toa?". Gang co the dung cac cau 15i nha de giup khach hang va nhan vien
CTXH len muc tieu cho Wong lai daft tren nhfing dieu co the trong qua
khil. VD: "Ban TA titng lam duct viec do trudc day chug?", "CO viec gi cu the
da xay ra trong qua khit lam ban tin la ban có the lam dude no lai trong
Wang lai?". Cau hai phan tich cang co the giup chia cac muc tieu kin thanh
nhtIng muc tieu nh6 va de dat dale hon. NI).ling cau hOi nay sit dung suy
luan then dich (Overholser, 1993): "De dat dtteic muc Lieu cna ban thi bttdc
dau Lien la gi?", "Muc tieu caa ban la khong con suy sup tam H. \Tay thi met
viec ban co the lam ngay ngay mai de dat duoc cam giac do la gi?".
Giai down 4. Tien hanh can thiep
Dun vao mo hinh hoac can thiep ban dimg, cau hOi Ung dung di the
gitip tim kigm met bien phap tim nang cho van de. Vi du: "Anh/chi se lam
gi cu the trong tuan nay?", "Arm/chi con co the thi lam gi Mia?", "Chinh xac
anh/chi co the lam gi de tao ra sitt thay del?".
Co the dung cau hai tong hop nharn giup khach hang ma rang pham
vi Lim kigm cac giai phap nhu: "CO cach nao khac a lam dieu nay khong?".
Cau hei phan Lich co the giup tim ra giai phap da dude ap dung thanh
ding hoac chia thanh ding tit& do. VD: "Co hie nao khi ban lam dieu nay ma
giup ich doge, "'Prong digu kien nao thi thanh gang? Khong thanh tong?".
Giai doan 5. Danh gia kehoach
6 giai doan nay, dat cau hai phan Lich va danh gia la pha hap.
Vi du, each &it eau hai phan tich co the la: "Cu the anhlchi da lam
nhiing gi eO the" giup fah cho van de nay ref?", "Nhin lai thi dieu gi da giup
ich dudc nhieu nhat?".
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