BAI GIANG CONG TAC XA HOI

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Cac van dg va van hod va sit da dang trong danh gia Cac van clg van hoa va su da dang dong met vai trO clang ke trong &Ong viec dia cluing ta, bao g6m nghien thu va danh gia. Su thien vi cO the dan cluing ta den viec dUa vao hay loai trit nhung nguai nhat dinh. Chang han, the quyet dinh nhan vies dua ra de ghi chti, cac dac tinh dan soy caa khach hang nhu chUng tec, gidi hay tinh trang hen nhan la nhung chit de c6 gan lign vdi thien vi. Viet yeu thu khach hang xac dinh met nhom dan tee cO the khong phti hop vdi nhiing ngtidi to xem minh thuec hai chUng tee. Khech hang c6 nhan thiic rang chiing tec kh6ng phai la met khai niem sinh hoc va trong tht,tc to khong ton tai c6 the rat btic tlic bat met you thu xac dinh thanh phan dan tec cua ban than. ViOc sit dung cac xac dinh vg van hod cling can phai &toe sti chap nhan cua nhOm. Them vao do, hoan Loan có the la chiing toe có rat it hoac kh6ng CO tam quan trong vdi nhung nguai cluing ta thu thap dit lieu (Ginsburg, 2001). Thay vao viec kgt Klan rang met ket qua Cu the c6 gan lign vdi van hoh cua khach hang, c6 the la plra hop nett xem xet lieu cac ygu to' kinh to Ica hei c6 thing vai tro quan trong hay khong (Williams, Unrau, & Grinne, 1998). Viec xep lai met nhOm da dang (nhu nhom nguai thou My Latin hay ngudi chat' A thanh cac nhom chung tee) c6 the gay ra hieu nhom vi nhu thu, mei quan tam hay the churn mue va gia tri cim cac nhom khac nhau. Dicing Cu, trong hang tram nhom nguai My ban xtit hay cac qu6e gia khac nhigu nh6m có the gia tri, truygn theing, va tin nmiang khac nhau. Sp that bai khi giai thich nhung khac biet trong the nhOm c6 the lam nay sinh nghi van ve de gin tri ben ngoai trong nghien cuu ciia ehting ta (Yegidis & Weinbach, 2002). Cac ca nhan chuyen dei gidi tinh co the phan d6i viec hi xep vao met trong hai loai gidi tinh, cho du khach hang dgng tinh nam hay nU c6 the coi viec de cap den tinh trang hen nhan 1a phan anh su thien vi dui vdi nhfing nguai di gidi. Cac tong Cu danh gia dude sii dung cling phai trung lap ve gidi, van hoa va cac dac tinh khac. Digu nay co nghia la cac nhan vien c8ng tee xa hei nen xem xdt can than bat eft cac cOng cu nao dude sii dung de danh gia tinh hueng hit, qua vdi khach hang eau khi can thiep. Nhung cOng cu co gia tri chi vdi ngttoi da trang hay vat dan Ong khOng nen sit dung thUang xuyen vdi cac d6i tuong khach hang khac. 394
Float deng danh gia nen dupe gan bo chat the gifia nhan vien CTXH va khach hang bOi vi nhieu khi cac nhem hi gat ra khi len ke hoach cho cac danh gia co the. Dieu nay dac Met quan trong nett ban hi vong su dung the ket qua ena minh de danh gia mile thanh thug trong cac chtlling trinh co the. Cac de xtlit chung Danh gia CTXH dude en dung trong hau het cac lino vkic thkie hanh CTXH. Cling Mc do, chting to da hoc dude nhieu a tang ettang chat hiring thia danh gia. NMI da nOi tit truck, trong ehudng nay, hau het the ding cu danh gia doi hai muc dich va muc Lieu phai dude xac dinh re rang, nhat la de loai b6 nhfing ski md he. Dieu nay /al quan trong vdi cac muc &felt nhu can thiep va danh gia. Mac at cac phudng phap danh gia dude ma to trong chUling nay la quan trong, song tot nhal IA hay cilia tren tang nhieu tong cu do Wong tang tot. Chang han, viec keit hop gifla cac thiet ke he th6ng ddn va cac then tra ye rid thoa man eini khach hang se mang lai nhieu thong tin hdn IA chi dung met trong hai phudng phap. Cu the, su ket hOp giQa cac phudng phap gidp vudt qua diem yeu that tUng phudng phap n6i rieng. Tudng to nhu thy, viec s& dung thiet ke tittle nghiem va gia thkic nghiem giilp chting to loai bo the diem you eim the thiet k6 he th6ng ddn. Khi c6 the, nhan vien CTXH nen sit dung cac tong cu danh gin tinh t6 nhA va cac ket qua bad cad tai the hei nght hay nhCing tai lieu khac de chia se vdi ding nghiep. Nhan vien CTXH nen cam IA su dung the ding cc' danh gia e6 dO gia tri va de tin thy. Khi cOng Cu dude su dung khOng cti nhang thuOc tinh do Wong tam 7i mong intan, (vi du dO gia trt va do tin thy no), cac nhan vien CTXH phai xem xet khi gii i thich ket qua. Poulin (2000) de xua't rang cac thude do phai phil hop vdi ket qua mong muen va e6 kha Ming thay del khi (lieu nay xay ra. Met thude do khOng phil hop la thude do quy6t dinh thanh lap met nhom nhfing nguai c6 xu httong bad hie trong gia dinh. Cac thanh vien caa nit c6 the thich nhang Ur:Ai nghiem va van khOng mu6n thay dOi hAnh vi bad hie v6i it-Mg ngtthi vOiehO'ng hone nhfing nguai than khac. Ttl n6, dieu tra thoa man da khong mang lai thong tin gitip chung to biet lieu nguai d6 c6 thay d6i hanh vi eaa minh hay kW-mg. 395
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
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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)
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Doi khi quy trinh nay la true tiep,
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Thief Igp muc tier hap li Trong qua
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Cot trash nhiem chi ra ngudi chin t
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Gain, sat va danh gia lal Met budc
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Cac nguyen tee ego chic trong twang
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clang hanh lang cho met chinh kien.
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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 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: Cac bie'n phu thuOc khac nhau: Hai
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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