BAI GIANG CONG TAC XA HOI

Trong hai bit& datt dm qua trinh to van la huge nhap cups va danh
gia, Chung ta nen tap trung danh gin diem manh va diem yiu &Oa khach
hang va hieing giai quyet van de. Nhiing danh gia nay clang vai trO ye cling
quan trong trong viec gilep khach hang va nhan vien CTXH lap kg hoach to
van dat hieu qua, dap ling duct nhu cau cua khach hang.
Met thoa thuan to van cling la met su hoe deng 4 kign hoar met sii
&Mg g. Nhan vien CTXH va khach hang cling thoa thuan lam viac vdi nhau
vi met muc tieu chung; met van de hoac mat mgi quan tam lo bang ma
khach hang da )(he dinh trong the buela thao luan. Sau do nhan vien CTXH
b6 sung them nhung diem ma khach hang cluta dg cap din. Vi du nhan
vien CTXH cho rang vi truck do khach hang da co nhung hanh clang bao lkic
nen muc tieu can dat ra la lam thg nal) de kiem sokt au kw glen. CO the khi
nhan vien CTXH da xuet raw tieu nay, khach hang khong
&Ong Sr. Neu
khach hang va nhan vien CTXH khOng cling quan diem thi khong nen dua
dieu nay vao trong hop dOng. Ngu trong the bu6i thao luan tip theo nhan
vien CTXH van thgy can phai dua digu nay vao trong hop deng thi có the
thao luan lai van dg vdi khach hang.
Met sp thoa thuan cling la su sap xgp each Hi& hanh deng. Trong
met hop dgng, khach hang va nhan vien CTXH khong chi thoa thuan [hue
hien the muc Lieu chung da de ra ma con phai thoa thuan cu the ye each
thitc hanh deng. Digu nay co nghia la nhan vien CTXH se sft dung hien but
va kinh nghiem cua minh de gulp khach hang; trong khi do khach hang
cling cam kit ne, hic het minh de ding giai quygt van dg. St, thoa thuan nay
bao gem viec xac dinh cac viec can lam trong suit qua trinh to yen, vi du
nhu nang cao Id nang giao tigp, phat trik ki nang giai guy& van dg, tham
gia tap hugn kigm che tut gian va cac each thile hanh deng khac. Cling can
phai cd sU thoa thuan ciea khach hang ye the hanh deng cu the cho m6i
to van va giUa cac lan to NMI,. Nei each khac, khach hang can cam kit no
hit hit minh trong cac budi td van cling nhu cam ket hoar' thanh the nhiem
vu cu the &dila cac buei to van de tap trung giai quyit cac van de da xac
dinh va cac muc tieu da thoa thuan.
Met st/ thoa thuan clang co the doge xem nhu mat giao keo co tinh
chat rang buck ve mat phap li va co gia tri hop phap. Viec nhan vien CTXH
nhan phi dich vu to khach hang clang nghia vdi viec anh ta clang y cung cap
dich vu trung &tong vdi khoan phi ma khach hang tra. Neu khach hang
91