BAI GIANG CONG TAC XA HOI

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Ch uang 3 KIEN THCfC VA Id NANG LAP Kt HOACH Trong chtiong 1 chUng to (la "nhap cuac" vOi to each la met nhan vien CTXH, ti4p the vol khach hang va gidp ho san sang chia se van de ena minh. d chaong 2 chang to da xem xet cac int& can thiet de co the danh gia chi tiet nhu can chia se dm khach hang. Trong chaong nay chung to se tap trung vao btroc tiep theo caa quo trinh try ginp - lap ke hoach. De bat dau cluing to hay cling xem xet met tradng hop Cu the sau: Anh Tam /a mot gicio Men tier hoc 35 PA. Anh theta lap gia dinh va de day hoc sinh lap 6 dime 10 nam. Tit tritdc din nay, anh lien cho rang anh tit kiein soot &toe cuec sing era minh. Rai moi Bat thay doi hoan town khi Ong be ue httu ciict anh bi dau tim dot quy; me anh bi ngii dap hang; nzei quart he tit ctep Zeal nay gilla anh ud mot co gido day cling tritang deg ngelt chim dia. Tert cci nhl.tng dieu nay lam anh bi mat ngei eta cam thiy chdn ndn vo cling. Binh Hwang anh Tam chin bao Rid nghi Zd minh se can din trl vein, thdm chi anh cam nghi nger ye tinh than thite cua viec tit van. Tuy nhien, khi bi rdi vao heart ccinh nay, anh mien citang goi ctien din met trung tam tie yin de sap xi() mot euOc hen vdi mot nhcirt vien CTXH. Qua tinh huo'ng tren cluing to c6 the thay la th6ng anteing cac khach hang deli c6 cam gide giong nhu anh Tam trong vi du tren. Ho tim Mn vdi dish vu to van nhu la giai phap mai clang va ha cang tiep can dich va nay met each raa, than trong. Li do chit yeu la vi ho khong hieu re Ire tong tac to van cling nhu khong biet to van se mang lai cho ho nhang ldi ich gi. Co the Me Tau khach hang coi nhan vien CTXH la nguesi la va cam thay kh6 c6 the EMI nhan la ho khong thg kiem seat (Wet mac song rim minh nhung sau mgt thei gian tip the vdi nhan vien CTXH, khach hang se eam thdy thoai mai lam va bat dau chia se cac van de caa minh. Khi chuyen sang met giai doan mdi la giai doan lap ke hoach to van, met so khach hang van co the co den chtit lo ngai ve mite d'g tram trong trang van de cria ban than ho va lo so ho e6 the phai mat den vai thong tri lieu. Tuy 89
nhien nen nhan vien CTXH the hien dude su deng cam vdi khfich hang, khang soi xet, so sanh thi nhiing khach hang hic con dau lo ngai nett he not ra van de thi se lam hinh anh dna minh xAu di se cam thfiy de Chia xe hon. Nhcing nhan vien CTXH day dan kinh nghiem Mon tim moi each a qua trinh tu van tra nen gan gui va than thien Min dei \TM khach hang. De qua trinh to van duos thuc hien met each a dang Mtn, can thao ra met hop deng thoa thuan tu van dya trait nhang danh gia chi 661 ve nhu eau cua khach hang et-mg nhu cac dich vu ma trung tam tu va'n eO the cung cap cho khach hang. Bay gia chting to se xem xet ki hon khai niem hOp deng noi chung va hOp deng to van not rieng. Hgp d6ng tu van Barker (1999, trung 103) dinh nghia hOp deng tu van IA "mot sit thod thuan bang mieng hoac bang van bdn hodc is met su thod thwim ngdm dinh khcich hang vet nhan vien CTXH ue mue tieu, phdang phdp, tieit trinh thu'c hien va trdch nhiem cda hai ben trong bade can thiep sau nay". — Hai dac diem chinh cna met hOp &Mg: + Hop &Mg la met su thoa thuan giCta hai hoac nhieu ben +Hop deng la mot sii thoa thuen bang mieng hoac bang van ban — Qua dinh nghia tren có the daffy met hop clang tu van cO hai dac diem: + ski thoa thuan giCta khach hang va nhan vien CTXH + LA sti thoa thuan bang mieng hoac bang van ban Su thoa thuan a day cO the dude bleu theo nhiing nghia sau day: (1) su &Ong g; (2) su phu hOp Sr hien; (3) ski sap xep phttong attic hanh dong; (4) ski rang buec ve mat phap Khi khach hang va nhan vien CTXH (Tong g hop tac vol nhau vi nhiing mue tieu da xac dinh thi co the di den met hop ding tu van. Su thoit thuan nay la k'et qua caa hang boat cac cuec thao luan gitla khach hang va nhan vien CTXH de quyet dinh xem dich vu to van nao se dem lai lqi ich cho khach hang. Thong thttang khach hang va nhan vier' CTXH co' the dat dude thoa thuan ngay sau met cuec than luau nhung cling co the hai ben phai lam viec yeti nhau them hai hoac ba l'an ink de có the di den thoa thuan cuoi cUng. 90
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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
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: TOM TAT Chuang nay gidi thieu cho n
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
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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
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nhat di thuyet phuc? Ca nhan nay se
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can tra la mgt vi du. "Tei khOng ca
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deng phap H, viec dua ra tong luan)
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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
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giam d6c va van dua ra cac thong ti
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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
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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
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103. Preston. J. (1998). Integrativ
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132. Sherman, A. (1973). Behavior m
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Chin trcich nhienz xulit bcin: Giam
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BAI GIANG CONG TAC XA HOI

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