BAI GIANG CONG TAC XA HOI

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Chu hat ma m6u: Chung ta can co nhung nguyen Lac gi trong nh6m dg lam moi ngt.thi cam thky thoai mai lion vg viec gia bi mat eac euac noi chuyen caa chang ta? 7. MCA phu n8 bi tram cam, bu6i dau tian mai: "TM co nhigu van dg, toi con khong bigt phai bat dau W dau. Chi co thg lam gi de gitlp nhung ngtthi co nhigu va'n dg nhu toi?" Cau hoi ma Trong tat ca nhung van dg chi dang gap, van dg nao eM thky nghiem trong nhkt? VI sao? 8. MOt phu nit trong ndi frit tranh boo liic gia dinh non "ChOng toi la mat ngttei cham lo tot cho gia dinh. Anh ay chi phat Bien len va danh toi khi toi co 161 gi nhu lam chay M an. Anh ay Ruin xin 161 sau do". Cau hai ma matt: Nghi lai 3 thong tru6c, chi có thg mo ta anh ta phat dien len nhu thg nao va denh chi bao lau mat Ian va trong nhung hoan danh nao khong? 9. MOt co gal 17 mai nob "Cha me em mugn em gill cal thai va cho lam con nuoi, ban trai em mugn em phi thai, em that au khong quan tam, em khong the guy& dinh &toe. Chi nghi each nao tot lion?" Cau hoi ma meiu. Nhang tai loi va bat Idi cia hai lkta chon nay IA gi? Thgc hanh ki nang dot cau h6idong 1. MOt phu ng 45 tu6i nob "Hinh nhu la toi luOn so Itt91 thu. Toi lo cac con toi se di mkt, sl thong toi chgt, lo me toi phai vao trai &tong lao. T6i nghi tai sap bi diem". Cau hOi Mang matt: Da có Inc nao chi khOng lo ling nhu vay khOng? 2. MOt phu nil 20 tuai n6i: "Vi sao no hanh dog nhU vay? toi duo no vao dia hang, no del thu nay Hai no r6i n6i gian cho defn khi toi dau hang va mua cho no thit gi do". Cau hOi clang mau• NO co hanh dang nhu vay a nhung ndi khac ngoki cga hang khOng? 3. MOt nam gioi 30 tuM n6i: "Anh rat thich em. Em rkt vui tinh va thong minh, anh nghi cheing ta co thg la mat cap dky. Hay em di xem phim vei anh thu by nay di? Cau hOi :long main DO co phai la hai tinh each anh dang tine a mat ngttee ban dal khong? Mn 49
4. Benh nhan noi trn nam trong trai tam thAn noi: "Ban dau bon nha Ong A duei theo toi, sau do la bon nha Ong B. Ted co le la ngudi tudng dea quan trong nen aging mdi du& theo. Cfm hOi d6ng m&u: Anh da noi yen bac si X vg hai nhOm du& theo anh chua? 5. Met phu Mt 38 tuei: "Chi thich "thong dig') Ten" ma em bao chi. Chi sit dung no vdi chgng chi horn qua va em co the to hao. Chgng chi vg nha sau khi di uSng vdi ban be va chi nOi• "Em ghet kieu ukng ruOu vo Lich su caa anh, anh chi lam hai em va con thee. "Tot dky, phai khong?" Chu hOi dong mgiu: Chang chi co tra lei vdi Ma "Ted" nhu chi doan anh to se tra ldi kliting? 6. Met nam thanh Men 25 turli not: "Viet ren luyen tinh kien dinh co ve hay dky. TOi sa dung no hiim qua vdi ngttai cha thue nha va rat co tac dung. Ngay mai Vol se di vac) va bao Ong sep vo dung caa 01 rang Ong to khong the bat toi lam viec muOn MM. Chu hOi thing mat: Anh da can nhac nhung hau qua caa viec kien dinh vdi seep chua? 7. Met phu nit 34 tali tied: "Thi bigt chting to da guy& dinh to" nen yeu eau chi to di, nhung toi cu ay nay khOng bigt toi co lam sai khong. Chu hei thing mau: Chi c6 noi ay nay nlut the nay tit khi chUng to bAt &au flei ye chuyen duel chi to di khong? 8. MOt nam thanh nien 22 tued (Ngay khi bugi to van ket that) noi: "Toi vita nghi chi nen bigt la tea dang can nhac chuyen quay lai vdi ban gai. Tei bigt co ay có nghien ma tujr, nhung co ay noi co' ay se thay del". Chu het dong mau: Anh co the hoan quygt dinh nay den buth sau khOng? 9. Met phu MY 57 tu'd'i not: Ngudi nhan vien CTXH ma toi gap trudc khi chi dudc giao nhiem vu that keen. Doi khi anh to thd ra Loan mai rudu va toi nghi la anh to có met chai ruclu trong ngan tit Sao co quan khong cho anh to th8i viec?". Chu hot &mg rn laru: Bac da ke vdi ai trong cd quan vg thong tin nay chua? 50
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: Can tra ldi quan tam tich ciic ma.u
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
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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
Page 249 and 250:
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
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
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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
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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
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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
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thong tin, phan tich du lieu, chia
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an giam et& hay nhfing ki nang khac
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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
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hoa eke ket qua cho bat cu ca nhan
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qua dOi hOi chting ta phai dap Ung
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Cac thiet ke . AB D6 hieu Wide the
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HiNH 10.2. Vi du vg thigt ke B Cac
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0 1 2 3 4 5 6 7 8 9 10 11 12 13 14
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6 5 4 r 3 2 z 1 0 ,0 0 1 2 3 4 5 6
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nheing ding cu do goi la thang diem
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Dam manh va didm yea coa danh gia b
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(Xing nhu cac phuong phap khae, tha
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chung, nhang nghien cau nay bao gai
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cac xu huOng hoac cac me hinh có t
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Cac thiet k6 nhom throe Ring a ta r
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E ^. 0.) 40 • 35 30 25 • ♦ Ca
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an luyen nhOm da kgt auk. Diem caa
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chuong trinh vol tarn thanh vien. C
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trade va sau, met sg hoac tat ea ca
Page 391 and 392:
Cac bie'n phu thuOc khac nhau: Hai
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Float deng danh gia nen dupe gan bo
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z TOM TAT Chtidng nay dua ra dinh n
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16. Canda, E. R. & Furman, L. D. (1
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46. Gorey, K. M., Leslie, D. R., Mo
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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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