DAI HQC DAN LAP THANG LONG

BAI GIANG CONG TAC XA HOI

LI THUYET VA THliC HANH CONG TAC XA HOI TRVC TIEP

Chu Mon: GS.TS. Pham Huy Dung

Tham gia bien soon: Tr'On Hai Binh Hoang Thi Thu Dung Cao Thi TO Hoai Trthn Thi Thanh Ht.tOng TrOn PhiMng Thu TrOn Thu Trang

Zlk A24 V1\1.

NHA XUAT BAN BA] HQC SU PHAM

Ma 86: 01.02.7/40 DH 2006

myc Lyc Lèln6i4u 5

Lai moat/ 7 Chuang 1 9

Kr NANG NHAP CUOG VOI KHACH HANG 9 Ton tat 54

Chuang 2 55

KIN THUG VA KT NANG DANH GIA 55 Ióntk 88

Chuang 3 89

Kl6N THUG VA Kt NANG LAP K HOACH 89 TOm tAt . 128

Chuang 4 129

KIN THUG VA KITHLIAT CAN THIP 129 Tam tat 171

Chuang 5 172

!HAT TRIghl KINANG 981 r H6 GOA KHACH HANG 172 Tam tAT 214

215 Chuang 6

THUG HANH PHAT HUY NO LUG VA THE MA Ibntk

Chuang 7

TANG CLONG VtG THUG HIgN CHUG NANG Tom tat

Chuang 8,

TANG CLONG VI€C THUG HO CHUG NANG T6m tAt

Chuang 9

CAN THIfr VAG CAC H THONG LON HON

NH . 215 240

242

GOA GIA191NH

242 280

282

TRONG NH6M 282 320

321

521

Chuang 10 359

KIN THUG VA Ki NANG DANH GIA HIED QUA GONG TAG IRV GOP.. 559 TOm At 397

Tai IiEu than kftio 398

3

Lai Si Idu

Viec giang day cong the xa hei (CTXH) tuy da chinh thfic có lich sit hang tram nam ii nhUng qugc gia khac; song viec giang day nay a Viet Nam co thd nal la con mai. Quan niem vii giang day CTXH cling chua that sti dude th6ng nhat. Tuy Be Ciao due va Dao tao da dtia ra khung chUang trinh day CTXH a bac cu nhan, sach day hoc ye CTXH a Viet Nam van rat higm hoi. Vi vay viec xual ban cu6n sach Bea gicing Gong

tdc xd hOi — Li thuyet met Owe hanh cling tdc xd hOi true tigp cua nh6m giang vien Twang Dai hoc Thang Long la mot this nghiem clang khuygn khich. CuSn each nay dttac nhom giang dm Hai hoc Thang Long sit dung cho cac dgi Wong sinh vien khoa Cling the xa hei a giai doan chuyen nganh. Cu6n each se sung cap nhting nei dung non tang, co he thgng ve ca dia hat li thuygt va thitc hanh cim m6n hoc nay. Tai nhigu qugc gia, cac linh vue CTXH nhu cling tac xa hei vdi ca nhan, cling the la hei v6i nhem, t6 chile ceng &Ong, quan tri CTXH, nghien cim CTXH, v.v... da va dang dude nghien thu, phat trign sau va reng, vol thuc to cOng tac xa hoi phong pha. Trong do, dale hanh CTXH true tiep la met phan hgt sue quan trong.

Viet Nam, cac not dung thue hanh cling tac xa hei true tigp con mdi me, mac di" hoat deng nay cling da dude Ting dung It nhieu tai met so cd sa W van thuec cac pham vi gia dinh tre em, HIV/AIDS v.v... Do do cueen each nay cling chtta thd phan anh thue to thuc hanh CTXH a Viet Nam. Cugn sach nay chic yell la tap hop kinh nghiem quec t6 mang tinh tham khao cho viec flute hanh CTXH trip tip a Viet Nam.

Cu6n each nay g6m hai -phan: phan thuygt va phan thuc hanh voi nhung kinh nghiem qua° to ve thue hanh CTXH.

5

Chung toi hi vong rang khi cu6n sach nay duac tai ban sau nay se co nhigu minh hoo vg thvc to CTXH a Viet Nam va qua do phan 1i thuyet cling se c6 the dude nang cao vOi an &Mg gap cila each nhin Viet Nam, cua thvc tg Viet Nam, voi each nhin hau hien dai hien nay vg CTXH.

GS. TSKH Hodng Xutin Sinh Pho Chu tich Mat tran T6' Quek Viet Nam

Chu Lich H6i ding Quail tri Truang Hai hoc Thang Long

6

Lai me au

Tithe hanh cong tac xa hei true tigp la phen cdt loi chi ygu cna thue hanh ding tee xa hei. N6i thkic hanh tong tee la hei true tigp co nghia la con e6 thuc hanh tong the xa hOi gian tigp. Vay, Una hanh gang tac x5 hei true tigp la gi va th4c hanh tong tac xa hei gian tigp la gi? Thuc hanh cong tac xa Mil true tigp la vi'ec ngUdi lam cong tac xa hOi si dung tri thde va ki nang da c6 &Arc thong qua dao tao a true tigp hd tru cac ca nhan the nh6m, cac gia dinh va can cong &Ong. Con tithe hanh ding tan xa hei gian tigp la ngudi lam cong tac xa hei Mixing true tigp voi cac ca nhan, cac nhem, cac gia dinh va cong Bong, nhung hog thing cia ho co yr" nghia h6 tro gian ti4p. Thi du vg nhung ngudi thue hanh cong tac xa ho, i gian tigp có the ke nhu quan 11 hanh chinh cong the x5 hqi, plant trien chinh sach cling the x5 MX, giam sat thuc hien chinh sach xa het v.v... Tuy that hanh cong the xa hei gian tigp den hOi e6 them Id Ming rieng, song ggc cia thlic hanh cling tac xa hOi chuyen nghiep van IA thue hanh cong the x5 hei true tigp. Song song vol khai them thilc hanh cong tan xa hei true tigp va Uric hanh gian tigp, ngubi to con cO khai niem cling tac xa hei vi enO, eOng tac xa hei vi mo va gong tac x5 hei trung me. Tithe hanh cong the xa hei vi mO la thkie hanh true tigp vol cac ca nhan, trung mO la thip hanh vdi cac nit va gia dinh, va vi mo IA thile hanh vdi the t6 chic Ira ceng Thuc hanh lam sang thuang dude col la thtfc hanh vi me. Song trong thtic hanh lam sang doi khi bao ggm ca gia dinh va nh6m. Tithe hanh CTXH vi ma bao g6m gee hoat ding c6 ding cho nth:Mg chinh sach xd. hei. Doi khi ngVdi to cho rang thuc hanh cong tac xa hei vi me cling IA thuc hanh ding tee la hei gian tigp. Song, dal khi gida cling ten xa hei gian tigp va thuc hanh cling tac xa hei true tigp cling en nhung khoang Chung trong linh vue nay.

Thuc hanh cong tac xa MI true tigp tren dug te" la qua trinh hex trq den tUOng nang cao nang hie "giai quygt van de" a to giai quygt vgn de cia minh. Qua trinh hO tro bao g8m ki nang tigp can dgi ttiOng,

7

nang xac dinh van de caa del Wong, ki nang lap kg * hoach can thiep, ki nang thac hien can thiep, Id nang h6 trl khach hang giai quyel van de caa minh, ki nang tang cudng nang lye cua dgi ttiOng can he tre, ki nang tang Wong chic nang gia dinh, ki nang tang along chile nang caa nh6m, Id nang tang curing chic nang cua cac he thong 16n hdn, ki flung danh gia kat qua can thiep va ki nang kgt thtic can thiep.

Thuc hanh cong talc xa hei true tip co the chap thuc hien trong cac vai tre sau day caa cong talc xa Tri lieu va to van — Gido duc — Gi6i thieu, chuyen tuygn xa li — Giai guy& &tieing hop — Ung he trueng hap — Lanh dao nh6m — v.v... Tri lieu to van la cling vies dal dien nhift, caa cong talc xa hei true tip bao gem hau hgt cac giai doan dm qua trinh he tro: • Kay ding quan he vol khach hang • Da.nh gia nang hie va nhu can cua khach hang • My dung kg hoach can thiep phn hap vta khach hang • Thuc hien kg hoach can thiep • Theo del vi danh gia tign trim caa khach hang va cac hoat deng

theo kg hoach can thiep • Kett thilc quan he khach hang va tri lieu

8

Chucng 1

KT NANG NHAP CUOC VOI KHACH HANG

Trong tam cim chucing nay nham dg cap den nhfing ki nang giao tip ca ban thiet thuc cho giai doan nhap cuac va lam viec vdi khach hang. Cu the nhiing ki nang nay bao gem cac ki nang Lang nghe, ki nang tao ra cac digu kien thuan loi va mot se cac ki nAng co ban khac can thiet de tao dung moi quan he gin gin vdi khach hang h6 tra cho cac giai doan nhap cuac, xac

dinh ve:n dg, Lim hieu tinh hueng, xac dinh phttong phap atria tri va danh

gia lien tile.

Ki nang ling nghe

Nham dat duct hieu qua trong danh gia, phat trien mat kg hoach hay

dui ra nhiing lai khuyen, ngu6i lam ding Lac xa ho, i pith luen san sang rang nghe cau chuyen cua khach hang, phai tap trung chti 4 ling nghe nhiing

diem quan trong, phai co gang hieu khach hang Ma gi va phai nhay cam vdi

cau chuyen caa khach hang. Ki nAng Lang nghe da hau het moi ngt.trii da dinc ren luyen to nha. Tuy nhien, thong thttong thi nhung ki nang nay bi mai met hay kern hieu qua do chting ta khOng tap trung town be', de y' Ira

quan tam d'gn nhung digu ngora khac noi. Trong cac et* not chuyen thong thang, ngttoi ta Fang nghe ngttai

khac deng thai vdi viec nghi xem ho nen tham gia noi chuyen nhtt the nao thong qua viec Chia se kinh nghiam ban than tudng tq. NI4c du day khOng

phai IA met phuong phap Lieu cue trong ndi chuyen thong thilong, chUng ta kh6ng de xuat lam nhtt fly trong khi tip xile de gitip da. Nguiii nhan vien

CTXH nen chit 9 tdi va tap trung vao viec nghe va hieu dieu khach hang

dang Ma.

Cue ki6'u ring nghe

Long' cho rang c6 nam kieu nghe co ban bao gem "khOng chit Y Tang nghe, gia vrt ling nghe, ling nghe co chon loc, Lang nghe chi quan va ling

nghe long cam vdi ngttdi MA".

Long, V.0 (1996). Communication skill in the helping ralation: A framework for

facililating personaln growth. Pacific Grove, CA: Brooks/Cole.

9

Khong chii Si rang nghe

Nghia la ngudi nghe klaing chu nghe vi nhu khi ban vita nghe vita chuyen kenh vO tuyen va tra lai: "The a?" mot Mt eau ban có the hOi lai ngudi noi: "Anh dang nth gi nhi?"

Gra ye rang nghe

Thong tu nhu tren , ngudi nghe khong linh hei nhung dieu Wide noi ra. Ngtrai nghe có the nhin thong vao ngudi noi nhung tam tri thi khOng he tap trung vao ngudi noi.

Lang nghe co chip !cc

Mari nghe co nghe it nligt met phan nao do duct noi ra. Tuy nhien phan it nhigu nghe dude do co the dan den nhung ket luan sai lam do chna hieu het va bleu thing Y cua ngudi noi. Ket titan sai Mm con co the do ngudi nghe chi tap trung vao phan Ma dung hoac phan cam the. Ngudi nhan vies CTXH khong the cho pilot) minh thigu chti hoac thien kien dAn den suy then khi cm tv $7 sang be nhung thOng tin can thief nhung khOng phu hap vdi kien cua minh.

Lang nghe ttf tap trung

Ngubi nghe co nghe thong diep cua khach hang, tuy nhien lai to ra qua set sang d6" tap trung tim cau tra lai cho nen co the ho qua met phan thong diep cua khach hang.

Lang nghe co dong cam

Mac dich cua ngudi lam cling the xa het la phai phat trien cac ki fang nghe de tra thanh met ngudi nghe hi& d6ng cam, nghia IA phai biet chinh xac khach hang cua minh dang cam nhan thaty gi, ha dang suy nghi gi va phai de y. dgn cac chi tiet hen quan khac.

Nhting hanh vi phi ng6n ter hong ki nang lag nghe

Th6' hien nhfing hanh vi tich cue trong khi tang nghe IA ki nang thiet yeti Op phan tao dung long tin vdi khach hang. NhUng hanh vi tich cue nay khong chi la nghe nhung lei noi to phia khach hang ma no dOi tuai ngudi lam tong tac xa hoi Mon no hp tim tOi de hieu them nhiing nghia, cam gist va hoan canh gan li .gn von lai noi cua khach hang. De dat dime nhcing ki nang nay, ngudi lam cling tae xa ho, i phai chit Sr Lang nghe Wan

10

be nhUng thong diep tit phia khach hang, Ire ca thong diep bang Edi not va thOng diep phi nen tii, vi du nhu giong nal, bieu hien am khuon mat hay

nen net co the. Egan (2002) da liet ke ra nhting hanh vi phi nem tit quan trong sau

day co the xuat hien khi giao tiep vat khach hang. Nhan vien CTXH Ulf& hgt phai hieu ho the hien ban than minh qua cat hanh vi nhu the nao, sau do can tiep thu cac Id nang quan sat nhfing hAnh vi nay a khach hang, xem nhu met hinh flute danh gia va met phudng phap de hieu ki th8ng diep cna

ngUai giti. (Xem them bang 1.1)

• Hanh vi, nen ngd cit' chi bao gem cac to thg, su di chuyen va cac

dieu be

• Mat: su tiep xtic anh mat, ants mat nhin, chuyen dOng am mat.

• Bleu hien tren khuon mat: mim cudi, nhiu may, nhudng may, blu mei.

• Giong nai: de cao, am Wring, curing de, ngat t3, nhan manh, ngUng,

im lang.

• Phan fang cd the quan sat dttoc: tha gap, xanh xao, ma to mat.

• Khoang each: khach hang nggi xa hay gan ngttai khac trong khi nbi

chuyen

• Nh>ing bleu hien Chung khac nhu An mac, kik toe...

Nhang ki nang iang nghe tich cut Ivey va &Ong su (2003) me to bOn ygu t6 quan trong sau gop phan

hinh thanh cac ki nang nghe tich cue: tiep xuc anh mat, giong nth, lai Ma,

va nen ngii eU chi.

Ti6p 'dm qua anh mat

Thong thttang drill mat nhin thich hop la phai bleu hien ski ehd St tap

trung den nhiing gi ngttai to dang muOn n6i. Nhan vien ding tac xa hei thtiang phai nhin khach hang nhigu lam trong khi ngtiai noi lai hay co xu huong Fang tranh nhin true tiep. Vi vay nguai nghe khong nen nhin lau, nhin cham cham khach hang ma dth hie nen nhin qua axe khac.

Tigp vie qua anh mat ea the co nhiing anh huang nhaI dinh vg van hoa, vi vay n6u khOng hieu r5 vg met hanh vi nao do thi nen hai nhilng ngttai than can hoar nhEing ngtidi có ding truyen thOng, thai quen hay quy

dinh trong gia dinh.

11

Giong mai

Giong noi nen phii hdp voi lei noi hay nhung bieu hien dude dung. "Giong noi ka ban IA tong cu giao tip v .& truygn tai cam giac cem ban tdi ngttei khac hay tai tinh hugng nao do"'. Nen lAng nghe am ludng va trong am khach hang dung khi me to tinh hueing vi nhang yeti t6 nay thudng clan den su hieu biet thgu dao van de ben trong cua ski viec.

Tim hi‘u qua lei n6i (Theo dais lei nbi)

Nghe met each chi tiet phai bao gem viec tim higu qua lei noi. Nghia la ngudi nghe phai theo htidng khach hang da vach ra do vac, nhung thong tin da dude truyk tai to trttac. khi rift nhigu Inking hay tinh hueng cUa van dg dude dat ra. Tuy nhien, nen ngttai nghe biet chi Y den nhung gi da dude truygn tai thi ho co thg dien giai va tom cat dude nhung thong tin nay va nave dich IA a giup khach hang a; the quyet dinh dude plmang hieing nao IA quan trong dgi vdi ho trong giai doan hign tai.

Nhan vien tong tac xa hOi có the xem xet nhung eau hai sau khi gitip dd khach hang: "Dieu gi la quan trong del vdi khach hang? Khach hang muk minh va nhung ngttai khac hieu gi? Khach hang man digu gi xay ra?". Khi ban tin la minh da hieu nhung fitting diep cua khach hang hay trinh bay flitting thong tin do vdi khach hang nhung phai san sang thay dei quan digm dtia vao nhung phan h6i có (Woe to phia khach hang.

Ngem ngirc& chi

sa dung nen net cei chi la met clang giao tik va co nhung anh huang nhit dinh vg van hoa. Chit ST den viec khach hang the hien ban than he thong qua ngon ngfi cei chi co thg gitip ban higu y nghia cua thong diep. Nhung nhan vier' tong tac xa het cling phai hieu khach hang plain ling nhu the nao del vdi nen nga cif chi cita ho.

Met digu can km y- la nein ngu eft chi chiu anh huang nhigu caa van hoe. Chang han, nam gidi ngudi Y nen IA ban be than co the khoac tay nhau di be, trong khi a met s6 an van hoa, su gen gui nhu vey bi hieu la d8ng tinh luyen ai. O my, thieu nien có thg ngei vat to the thoai mai khi noi chuyen vdi ban be hoac ngtibi Ian, du nhung at chi nay lai the hien stt thieu ton trong, va khong plan hdp a nhien ilk van hoa khac.

' Ivey. A.E.. & Ivey. M.B (2003). Intentional interviewing and conseling (5 th ed) Pacific Grove. CA : Brooks/Cole.

12

Vigo chti y din cach khach hang the hien minh thong qua ngo. chi cif the gifip ban hieu nhiing y nghia cast nhitng thong then nay. i. hang co the nhin di, rOi quay 10 khi ho cam thay tei 16i hay rclu he. Khi cao hung, ho co the dung len khoi ghg, chow ngtiai yg phfa trtteic. Buong thong vai xulng khi di có the bao hieu met cam giafe suy sop hoac tuy'et vong. Nhan vies CTXH nen nhan Hi& dude each khach hang phan (mg 10 nen ngil di chi dm nhan Aden CTXH. Ho co cam thay kern thoai mai khi to ghe nguii vao wan hay ho có cam thly to dang thigu chit y khi ngoi yea to

thg chia dam khong? Vdi tat ca nhling Id nang nghe neu tren, mite (hell cua to la phai hieu ban chat nhling digu throe dien dat.

Thong thUring thong digp ena khach hang dude truygn tai dtiOi dang gang nhu met eau de nghia la chi (Ilia ra met phan thong tin nao de. Nhu vay de có mth quan he thuan loi vei khach hang, nhan vien cong tac xa hei rat can phai nghe va hieu tang nhigu tang tot phan thong tin sung cap bai

khach hang, vg nhiing kinh nghiem, cuec sing caa ho va gitip khach hang lien kat cat thing tin a co met bilc tranh rd han ve digu ho man giao ti6p.

Cac y6u t6 han ch6, sao lang khi Fang nghe

Viec Lang nghe co the bi han che do tieng on, bi sao lang, nhcing yOu t6

nay co the lam lech di hoac then vao giVa thong diep dang dude truygn tai.

Tigng On va nhiing ylu to lam sao rang c6 the bao g6m nhung am thanh xung quanh, vi du nhu tigng trg con kink, tiOng chuong dien thoai, tigng go

tigng TV, dal... Hau het nhiing loaf tigng on nay cif) the tranh dude ngu co kg hoach gap go khach hang a mot nth kitting bi nhung phien toai tren.

Nhung ygu to khac &An din sft han chg khi nghe xugt phat to chinh nguoi tigp nhan thong tin do ho có nhung dinh kiln hay thanh kiln nhit dinh nao do ve ban than khach hang hay chinh tit eau chuyen cim khach hang. Digu nay thtiang clan din viec ngudi nghe chi nghe met phan thong tin dine truygn tai va sau do \ei yang dua ra kit luan ve th6ng diep cria khach hang hay vg chinh ban than khach hang.

Nhan vien cong the xd hth cong phai tranh khong de bi anh huang tieu cue to nhUng van de ca nhan cha minh khi Fang nghe khach hang. Vi du vg nhUng van clg ca nhan nhu trong mth quan he hen nhan, quan he nam-nci, quan he giva b6 me yeti con cai, chu, nhan vien, hay van dg lien quan den tam trang hay nhiing rol loan tinh cam, cac vain dg Nig ruou, rli

13

loan tam li, tang thang, met mOi trong tong viec... Bat Ice van de nao neu tren dau co the din den nhang kho khan nhat dinh cho ngttai nghe khi phai nghe them ve nhung van de &la ho. Nhan vien tong the xa NI co the bi anh hltang W chinh nhang van de ca nhan caa ho va hay c6 nhang ket luan vei yang hoar chi nghe met phan nao do trong cau chuyen cua khach hang. it nhat thi nhan vien ding tac xa hai cang bi anh huang nhat dinh nao do to chinh nhang van de dm ho va do do co the xao nhang khi nghe.

Doi vai nhan vien cling the xa hei, viec gat nhung van de ca nhan sang met ben khi nhep cuec voi khach hang la dieu can thigt phai ran luyen.

Mat triSn ki !fang nghe

Dual day la met sellai khuyen nham phat trign ki nang nghe tich eve: • Tap trung vao van de dang &roc trinh bay • Chu Y ca cac bieu hien nen to va phi ngon W • Khuyen khich khach hang not bang each gat deli hay dung cac cum to nhit "the a, a ..."

• ring xit phi' hop yeti tam trang, bleu hien cUa khach hang. Vi du: Neu khach hang to ra burin, hay to ra quan tam den ho. Nett khach hang vui, hay vui eutli ciing ho. • Diing c6 doan thi' khach hang dang muen not gi bang caqh not ho ho • Ditng bet deu giai guy& van de ngay cho ho • Dung qua M. ngai khi e6 khoang thai gian im Fang • Ditng vei yang ket luan • Tranh to Hit do ke ea, ngao man khi gap ga khach hang.

Thuc hanh

Khi doe xong nhang lai khuyen tren, hay Chia cac thanh vien eila lop thAnh cac nhom 2 hay 3 noted. Met noai &Mg vai mot khach hang tim kiem su giup do de vuot qua stress. Co the khach hang la met sinh vier' da dang ki hoc 24 trinh trong ki nay, va phai hoc 15 den 20 gia m6i Wan va vita midi met sinh vien khac cang trong tinh canh nhu vey. Khach hang cam thay kiet site, qua tai, ban loan va nan chi vi ca hai con it nhat met nam nua mdi ra trtiang dude va ca hai dgu co ye khong the c6 thai gian danh cho nhau.

14

Khi nhan vien CTXH lam viec a met trung tam td van cho sinh ban phai pluing van ve tinh hinh hien tat caa khach hang va xay dung mOi quan he yea ho de ho cam they &Jac khich khi quay ve. De lam duct vies nay ban can the hi'en ki nang nghe caa minh. De danh gia dune mite do, ki nang nghe clan ban, ban có the ad dung he thOng nhd trong bang 1.1.Nguai danh gia eb th5 la khach hang, ngdoi this ba quan sat, hoac chinh la ban. Viec ren luyen ki nang l'Ang nghe trong 5 den 10 phtit va thao luan vg nhcing hanh vi co hieu qua hoar nhting hanh vi can rem luyen them.

Im 14ng Trong moi quan he v6i khach hang, nhan vien tong the xa hei nen to

ra thoai mai hoac nen clYip nhan phai co khoang im lang. Khi bat dau yea nghe nghiep nay, ho thudng tti dat ra cho minh met you eau khOng thdc t6 la phai cO cau trg ldi cho mgi van de cita khach hang. Vi vgy khi co s>t im lang, ha bat dau cam that' lo tang. D5 tranh bi cho la nguoi khong thg) due

ra gigi phap, ho vei yang ngat Im tang c6 th5 la do nhieu nguyen nhan, va khi co ski im lang, nhan

vien CTXH thdang bat dau suy then g nghia cim ski im Tang nay, xem ski im

lang nhu la "TM khong mtiOn a day" "That la tuyet vong" "De tei met minh" "TM khong tin anh/chi" "Anh/chi co the nghi anh/chi dang tp cho nhung anh/chi khong the lam toi n6i dude". Ngoai nhting khg nang nay, ski im lang cling con c6 the hi hieu met each trung lap hoac Lich ctic hdn, chang han: "Do la met eau hai hay va tea dang khong bled nen tra tat nInt the it" "Tat& day chin ai tong hOi tai nhd vey, a toi nghi them met philt nth" "Cuol cling tad cling cam they tot hdn, cho toi nghi met chat" hay "C6 tit nhigu van de de noi, de toi sap xgp lei da".

Cat hanh vi

ye the! dg nghe

Kh6ng c6 hen 66

C6 Han bg Kha den bg Rit Lien by

1. Khong bi phan tam, sao

lang

2. Thong digp cue khach

hang khong glen doan

3. Khang co dinh kin khi

nghe

4. Hanh vi, cg chi-tit the", chuyen Ong aim co thg

15

5. Mat nhin-tiep xbc qua anh mat, nhin chhm chhm, Owen Bong cCia mat 6. Bleu hien caa khuon mat-pha hdp vdi tam tang, cau chuyen cila khach hang

A. The' hien qua mac

B. Khong the' hien

7. Gong nokarn lacing, - nhan manh, ngang.

8. Phan (mg tam If-nhip trio, au tang thing, thoai mai

9. Khoing cach-qua gin, qua xa, vita phai

10. Sgtheo sat-phan (mg dm nmrdi trcr giCip del vdi cau chuyen cua khach hang, kha nang torn tat

BANG 1.1. Bang clanh gia cac hanh vi va thai d5 nghe

Lai khuyen tot nhal la khong nen to suy then. Nen hidu rang khach hang cling can co thai gian de suy nghi ye eau Mk, xem nen co thai do the nao, trai nghiem lai nhung § nghi, hinh anh cua cau chuyen, xem xat anh huang caa mei quan he tri lieu ho dang co... Doi khi ski im lang lai co. lien quail den van hod. DO co thd la bieu Men eim Si' kinh treng dea vdi nguai dang tim each gni') do minh (nhit trong van hol cua ngttai Nhat).

Dd tao kh6ng khi thoai mai, ban phai hidu rang im lang khang nhdt thiet la bidu hien tieu ckte hay lam de doa den uy tin cim nhan vien cling tac xa hei. Im lang có the la khoang thai gian dd this gian, va de tim hi@u quan diem caa khach hang va y nghia (rang sau sg im Fang. Khi da có the hidu dude y nghia clang sau sa im lang, hay hei trip tiep khach hang: "Anh/chi dang nghi gi vay?" hay "Anh/chi dang cam th‘y the nao?". Hoac neu ban nghi ban có the hidu y nghia dkng sau ski im tang, ban ce the noi thanh fling ski suy dien nay va t6 ra cam thong nhtt: "CO ye la qua tai doi vdi ban khi ban phai del mat WS St ea nhung yin de nay clang met hic."

16

KT nang tao digu kien thuan Ili (Facilitative conditions)

Nhfing dieu kien than loi la nhilng dieu kien vg pham chat hay mei

quan he co hieu qua ma nhan vien CTXH can phai the hien &loc i . Gila re

caa nhUng digu kien nay la 11 thuyet tam h hoe nhan hoc caa Carl Roger

(1951). Li thuygt nay, trUoc day ddoc goi la tri lieu Inking tdi khach hang,

da phat tries thanh tri lieu hudng tdi con ngdoi 2 .

Nen tang ciaa trj lieu haang tali con ngutli la nigm tin rang con ngUdi

co kha nang thay khai them to than, thai de caa ho dgi vOi ngttai khac, va hanh vi caa ho ding vol vi'ec co nth-Mg each de td hieu minh. Theo thuyet

nay, nhan vien CTXH cung cap met mei trailing cho phep nhilng nang lye nay xukt hien. Viet nay dtkic thde Men thong qua vice, c the hien ba nang he

co ban''': su thku cam (hieu thou), su quan tam tich cue (su ton trong) va su

thich hcip (tinh xac thuc, tinh than thtte)

Sy' thgu cam (Accurate understanding)

Su thku cam la kha nang caa nhan vien gong the xa het cO the hieu met each chinh xac nhfing gi khach hang caa ho dang trai qua tit he quy

chiku caa khach hang. Khach hang co the dien giai eau chuyen eim ho bang each me to cam

giac, suy nghi cua ho, hoar bang each sa dung cac gine quan (thi giac, khdu

giac, thinh giac, xtle giac va vi giac) hay them chi la su kgt hop caa tat ea nhung hanh Ong neu tren. Khi nhan vien tong tac xa hei hieu ddee eau chuyen caa khach hang, thi su hieu Met nay phai dude d6i chigu hoae kiem tra lai vei khAch hang. Theo Egan (1998), qua trinh nay se gillp to dung

met m6i quan he ben chat gifia ngttai ghip do voi ngttai can lime gidp dd.

Hon nda, khi nhan vien gong the xa hei ething to dive sit thou hieu cua

minh ve van de caa khach hang, thi chinh ho dang tao ra nhiing anh hdang tich cue den su cai and cua khach hang trong vise sung cap nhfing thong tin

quan trong. Khach hang phai dttoc cam thky rang ho dang &we quan tarn theo

each khong bi dinh kien, bi phe phan, chi trich va nInt vay ho tang cal su cdi ma khong e de. Nhan vien gag the xa het nen the hien rang cal hai dang e6

Collins, D., Jordan, C. & Coleman, H. (1999). An introduction to family social work. Itasca, IL: Peacock.

2. Raskin. N. I. & Rogers, C. R. (1995). Person -centered therapy. In R. J. Corsini & D. Wedding (Ed.), Current psychotherapies (5th ed., pp. 128-161). Itasca, II: Peacock.

17

clang tim giai phap cho van de va khi do khach hang se tin rang ho dang dude long nghe, dang throe thou higu.

Cach co ban de the hien tang nghe co thong cam la viec sit dung ding thric eau'. Hay bat dau bang cau: "Anh/chi cam thay..." tiep theo va viec dtta vao tit chi cam giac ma khach hang dang noi 1.6i, cam giac ban dang nghi khach hang clang co. Khi da noi ra cam the, hay noi tiep Thai vi...", sau do lai dign vac) eau chuyen cua khach hang di keen vdi cam xiic do. VI du: "Son, em dang cdm thdy bi phan bei vi ban than nhat cUa em bi mat hen hO vei ban gal cua em," hay la "Minh, em dang cdm the& lo long vi khOng the dung len trtiOc lop then thuygt trong vong 7 phut v6 bao gia dinh".

Co met so each khac nhau de the hien rang minh da hien khach hang. a cap do co ban, co" the the hien bang each thong bao bang cac hanh thing phi nem tit rang khach hang dang dude tang nghe. Cac hanh vi Lang nghe the hien su quan tam va su chi" y den nhung dieu khach hang dang noi. Nhiing hanh vi nay bao gem to the ng6i hci Nolan v6 phia tritec, mat tap trung nhin khach hang (frit khi khach hang den to met nen van hoa coi tiep themat khong phii hop), va dei khi gat dau a dap lai nhiing digu dang dude nth.

ViOc sit dung the hien net mat Ming quan trip-1g va nen the hien si.t quan tam. Met net mat the hien s9 thong that khOng phii hop, hay sV kink so hay s9 ttic gian se mang lai thong diep rang ban that vong hay so khach hang hoac eau chuyen ctia ho va lam khach hang nan chi hay lam can Era qua trinh gin') do.

Carkuff2 da tim ra va dao to cac ki nang the thien phan ang d cac nuac do cam thong va khong cam thong dio nguai can be. De lam don gian me hinh nay, cluing toi theo nhang dg xuat cim Ivey va Ivey' va sU dung ba cap de' pilau ung nhu sau:

Cap d9 1. NhUng phan iing a cap dQ nay the hien rang nhan viers CTXH clnia nh'an ra, data hieu dttoc nhUng then ma khach hang trinh bay.

Egan. G. (2002). The skilled helper: A problem-management approach to heping (6 6 ed.) Pacific Grove, CA: Brooks/Cole.

2 Carkuff. R. R. (1969). Helping and human relations. Vol. Practice and research. New York: Holt, Rinehart. and Winston.

3 Ivey, A. E. & Ivey, M. B. (2003). Intentional interviewing and counseling (5 1h ed,) Pacific Grove, CA: Brooks/Cole.

18

NIUTing phan ling thuang la khong de Y den then khach hang trinh bay, hoac la nhung phan ling thien ve chi triak khach hang.

Cgp da 2. Meng tin nghe dUcic dtiOc nhAc lai chinh xac voi khach

hang. a cap do, nay, nhan vien CTXH thtiong nhAc lai nhfing thOng tin khach hang da nOi truac dO. Nhung phan frog cling co the the hien giong nOi va cac yeti t6 phi nem tit dm khach hang. Doi khi nhan vien CTXH con guy& dinh nhan manh phan ling dm ho de &Cm khach hang nhan thay rang thong tin ho trinh bay la da dude hiked ban.

Cip da 3. Nhung phan ling a cap do nay khong chi cho thgy thong diOp khach hang mu6n truyen tai da dine nhan vien CTXH hien ma con bao ham ca ski danh gia, su nhay cam oda 119 voi nhUng suy nghi caa khach hang. Dieu nay co the xay ra la do nhan vier' CTXH da rat chti Fang nghe nhiing di6u khach trinh bay va dpa vao nhang trai nghiem time te, flitting kien thite chung v6 hanh vi cim con ngUai, stf tang hop cac du lieu ma khach hang da trinh bay. alai day la mot so' cac vi du vg cac cap dO phan

ling v6i cart chuyen cfm khach hang.

1. Khach hang: TOi da thtfc ski cam thgy that vong vg diem mon Sinh

hoc. T6i can it nhat la diem B+ hoac MM.

NhAn vien CTXH:

Cgp do 1: Nhu vay, ban va ngtiai ban cling phong dang On thi nhu

th'6nao? Cac ban ciing a trong ki alit xa hoc ki nay phai khong?

Cgp da 2: Ban dang cam thay that vong vi diem mon Sinh hoc cluOi

diem B+? Cgp do 3: Vi ban da dat mac tieu phai vao chtqc trtiong dai hoc, ban

cam thgy bi ap he phai duy tri diem B+ trong tat ca the men hoc trong do c6 men Sinh hoc. Hien nay diem sinh hoc caa ban (MA diem B+ va bay gia ban dang ban khoan lieu ban c6 dude chap nhan vao trUang dai hoc khOng. Va nett khOng dive chap nhan, ban se calla Hay minh da hohn toan that bai.

2. Khach hang: Toi bi tai nan trong khi dang lam viec. Chan cim toi bi thudng. Chuyen do xay ra each day met nam va tOi van cam thay dau nhiett Nth khOng lam vies duos, them ncia Gen bao hima lien tro cap dang sap het.

NhAn vier' CTXH:

Cap da 1: Toi chat rang neu ban not chuyen vai ngtiai chiu trach nhiem truang hOp nay thi moi chuyen se 6n.

19

Clip di;, 2: Ban dang cam thgy that yang vi ban van kWh-1g the lama viec dude ke to khi tai nan say ra.

Cgp do 3: Ban van cam th'gy rat dau don of khi hi tai nan. Vi digu do ban da kheng the lam viec dime va bay gia ban thay rang tin fro cap dang hgt dan. Ban lo tang ve viec se chu cap cho gia dinh nhu the nao va dieu do khien ban se hai.

Viec the hien kha nang thau cam tang nhu bat ki ki nang nao khac can phai ap dung met each hap Li. Ngtibi mai vao nghe thuang co xu hitting

dung ki nang nay qua nhieu. Hay de cho khach hang dm ban co ed hei bee 10 vg ban than ha, ve nhang kinh nghiem caa ho, ve nhung ctieu quan trong dgi Arai ho va vg nhang van de ho dang phai dei mat voi. Khi ban Fang nghe nhung cau chuyen cua ho va quan sat cif chi caa ho, ban se cam nhan dude nhUng gi IA quan trong del vOi ho, hic do ban se c6 the truyen tai dude ski cam thong dea vii ho.

Tranh to ra cam thong d&i v6i moi van de caa khach hang vi digu dO khign cho ban tra thanh met cai may có the nghe dude nhung kheng thtic ski thgu hien khach hang. Met lei thUang thay khac da nmiei mei vac) nghe la dat cau hai ma khong c6 ski lien quan doi vai van de caa khach hang. Van de nay dude minh hoa d vi du 1 not tren khi nhan vien CTXH hei vg tinh

caa noel ban cling phong sau khi nghe qua ye van de caa khach 'hang. Loai hanh vi nay cho thgy nhan vien CTXH kheng he Lang nghe khach hang hoac cho Fa nhung gi nguai nay hai la khang quan trong. Cang co nhung truing hip xay ra khi nhan vien CTXH kheng bigt lam gi v6i mgi quan tam caa khach hang va do dO be qua no. Cling có nhang taking - hop khac say ra khi nhan vien CTXH lo Fang ve nhung viec phai lam trong thai gian bieu cua ho hdn La quan tam den nhUng van de caa khach hang. Met nguyen tac hien qua la phai the hien kha nang than cam khi met khach hang trinh bay yin de cUa ho ma ban nhan thgy la quan trong.

Thvc hanh phat tri4 ki slang

Dudi day la met s6 cac van de cua khach hang. Trong met tinh hu6ng dong kith, met nguai la khach hang, ngliai kia lam CTXH, khach hang nhac lai nhang cat nbi dudi day, sau dO nhan vien CTXH tra lai theo me hinh the hien kha nang thgu cam. Muc dich la phai tra lei it nhat la o 2 cap do va khi ban cam thgy to tin, chuyen sang cap do 3 de lam tang chit ludng va de sau caa eau tra lai:

20

1. Khach hang: Tot rat bue minh vdi anh trai UM, mg toi khOng bao

gib. bat anh ay ta chiu trach nhiem vg nhilng hanh Ong cua anh gy.

2. Khiteh hang: Trong 22 nam qua, chting toi da c6 it nhat mot dfia

con sang a nha, day la Fan dau tien chi eld hai cluing toi sling cling nhau. Toi

cam they khac thang.

3. Khach hang: Hitt met it thac thi et) van dg gi dau. Moi ngai deu

the ca).. B6 my t6i da khong hik v6 tu6i thanh thieu then, cluing toi khong

lam ton thucing ai ca, cluing tOi chi man vui ye mot chilt.

4. Helena Kosovic, mot ngttai ti nan tit Bosnia not dude rat it tigng

Anh, co dang c6 tim mot tong viec va van chtta cam thay 6n dinh trong mei trueng mdi. Co noi: "Toi khong bigt tim viec o dau. Ted can tik, tei can a

tign cho be me toi. a day rat kho khan, toi lan cam thgy met mai va nga

khong ngon.

5. Mdt ca gai 17 tuai dude than down la mac benh r6i loan an u6ng, lan

clan tien gdp ban vdi to each la nhan vien CTXH. Co n6i: "Ho man toi la nguoi hoan hao. Toi phai dat chide tat ca the di6m A au khong ho se khong cho phep tot diing Bien thoai, toi phai tap danh dan piano met gie 'at ngay. Them vao ntta. ho con muen ten quan tam cham soc hai dua em sinh dOi vi h9 can phai nghi ngdi. Vey con khi nao thi toi c6 th6 dude nghi?

6. La Toya la mot ba me 24 tu6i song mot minh voi hai dila con, 5 tuei

va 3 tu6i. Co dang tim trd gulp va ndi a. CO chi c6 25 dela va rat lo set vg st.t an toan caa ban than. Co ndi: "Ngttoi ta not la ban cid the giap toi va con tea, chUng tei can mot ch6 a. Mc eon tOi bi day ra kh9i nha ban trai tea tea qua

va chi:mg tea phai nga a tren xe o dd. Se la qua nguy tam ngu quay tra lei

voi anh ta va tea khong tin tang anh ta ntia. Anh ta lam tea sd khi anh ta ang say. Anh ta not la anh ta mat viec chinh la 161 tai tea, va anh ta khding the nuea dude mot nguei phu n>t vdi hai dila con".

7. Jimmy la mot ding nhan gang thep nghi httu sang trong rat nha clang lao. Tien luring huu va tign trd cap y t6 co the da da tra cho nha

dang lao va Ong chi nhan duck khoAn trd cap hang thang la 88 Dela. Ong tied (rat tut gian): Montell bao la Ong ay se dua tei den ngan hang vao sang nay. Ong ay dau? Da la tign caa toi va tei man so tign do. Toi khong muen

ddi them chat nao nVa. Toi se goi cho con gai tea va a se dua toi ra khoi cai

nha ta nay ngay horn nay n6u toi khOng nhan dude tien caa tOi.

21

8. Met co be 12 tuth bi anh trai quay rth khi dang nga. Chau noi: "Chau thac day khi thSy anh ay se vao nguai chat', chau rSt so va khong bi'et phai lam gi. Chau gia ve nga va Ian qua phla ben kia givang".

9. Manny la cha throng cria 4 dila tre 17, 15, 12, va 7 tuei. Ong cuoi Lupita 6 thang trtiac. Ong n6i: "Toi phai lam viec vat va. Toi phai cham sac nhUng chaa tre nay trong khi be cim cluing chang lam gi cho chting. Nhung tat ca nhfing gi red nhan chap tit chting chi la su thieu ton trong. Cluing khOng gitip gi viec nha va me cila cluing cling cho chting lam nhu vay. Neu m9i thlt khong thay dei, toi se 66 di".

10. Khfich hang: Antoine la nguai tei da hen ho chtoc met nam. Anh ay la ngttai clau tien thuc su rat tot v.% ten. Anh Sy vita mai thong bao vai rai la anh ay mai dude nhan met cling viec tl alit do Washington, anh 'Sy muen t'Oi di ding nhting toi khOng biet phai lam nhu the nal). Toi rat bth rth.

Stt quan tam tich cctc (Ski ton trong)

Khi khach hang duck dap lai bang thai do chSp nhan, itch cue, khong hi phe phan thi nhang thay dei trong quan he tri lieu la c6 the dat dttOc. Dieu nay ded hOi nhan vien cling tac xa hei phai san sang de cho khach hang ben to nhang cam gide tuc thai vi du nhu cam giac boi nth, tuc gian, so

Khi nhan vier]. CTXH danh gia khach hang met each t6ng the thi khach hang co the lien gar, hal l . Su quan tam cUa nhan vien CTXH del vai khach hang khOng nen bi tac deng bai "su hia chop, dac tinh va ket qua mong muen khach hang" 2 .

Su quan tam tich clic la met dieu kien (kha nang) ma nhan vien ding tac xa hei có the chuyen tai ski tan thanh, su n6ng hau va su quan tam den nhiing trai nghiem caa khach hang' .

Su quan tam tich cup, con duct goi la st/ ton trong, la kha nal -1g danh gia khach hang nhu la met nguai co phem hanh va gia tri. Theo Ivey' quan

Rogers, C. R. (1986). Client-centered therapy. In I. L. Kutash & A. Wolf (Eds.), Psychotherapists' cookbook: Therapy and technique in practice (pp.I 97-208). San Francisco: Jossey-Bass.

2 Raskin, N. J. & Rogers. C. R. (1995). Person-centered therapy. In R. J. Corsini & D. Wedding (Ed.), Current psychotherapies (5' ed., pp. 128-161). Itasca, II: Peacock.

Ewen, R. B. (2003). An introduction to theories of personality (6 1" ed.). Mahwah, NJ: Lawrence Erlbaurn.

4 Ivey, A. E. & Ivey. M. B. (2003). Intentional interviewing and counseling (5" ed,) Pacific Grove, CA: Brooks/Cole.

22

tam tich cue c6 the duce dinh nghia la Mu § tdi nhring phan tieh cue trong lai not hay eau chuyen cim khach hang va chti trong dgn chUng.

Cac bigu hign cua stt quan tam tich cgt Egan' dinh nghia c6 bon bieu hien dm su quan tam la cam ket voi

khach hang, khong chi trich, co' gang higu khach hang va chung to sv quan

tam va nang Cam k'gt dude the hien Wang thai do lain a been canh khach hang

trong moi hoan canh vui ban. Them nOm no eon throe the hien a thai de

quan tam chti y tdi nhiing digu khach hang dang Khong chi trich la thai de khOng eó nhiing phan xet, chi trich khach

hang, vg y nghi, cam giac, hanh vi cUa ho. Digu nay Mk hai nhan vien cOng the xa hOi can phut trign nhan thile ye gia tri ea nhan cim ban than, cac kinh nghiem ban than \a phut trign ki Mang the hien bang nem tir va phi nen t t dgi yin dieu khach hang dang truygn tai.

De' higu khach hang, nhan vien ding tae xa h'ei phai rat t2p trung vao dieu khach hang the' hien ea bang nem t3 va phi nein Hi. Nhung cau hei cim ngtrdi trd gitip nen duo sau Um tea da hieu nhung digu khach hang dang not hon va da elnang to vdi khach hang la ho dang c6 gang a hien

Mang cam giae, suy nghi nhan thilc va can chuyen cua khach hang.

Chiang to nang life la kha Ming c6 the" lam dude vier trong pham vi nang lip dude duo tao, ki nang va nang hie, Phai dam bao vdi khach hang rang ho dang co &roc su quan tam tot nhgt, kh6ng phan biet ton giao,

cluing tee, giai tinh va dia vi xa hei. MOt pinking phap danh gia kha nang quan tam Mn khach hang eim

nhan vien CTXH la xgp hang nhung eau tra lbi cim nguai do theo kha Mang phan anh the bigu hien dm su quan tam tich cue dal vdi khach hang — vdi can chuyen eim khach hang, vol kha nang va dim manh cim khach hang'. HUM day la cac vi du sit dung thang 3 alp de lam phudng phap danh gia Id

nang nay:

Egan. G. (2002). The skilled helper: A problem-management approach to heping (eh

ed.) Pacific Grove, CA: Brooks/Cole.

2 Ivey, A. E & Ivey. M. B. (2003). Intentional interviewing and counseling (5'" ed,)

Pacific Grove, CA: Brooks/Cole.

23

1. Khach hang: Gan day tai cam thgy to lang. That la kh6 thite day va di lam nhung du sao tai clang da co" de lam dove digu da. Tea thay a nhA con tai to hdn.

Cgp (10 1: Doi khi ban phai mien Wong lam digu do.

Can du 2: Mae du ban thay that la kh6 de day va di lam, ban da lam &roc digu do.

Can .10 3: Ban eo ye nho la rat higu ban than va sty lo Tang anh khong dgn ban nhu thg nao. Ban nhan thay rang di lam vigc, rot cue ban se cam thay tot hdn cho nen ban da gang sac a day va di ngay ca khi ban khong hg muein.

2. Khach hang: Lilo nao tea cling phai tv len day cot. Moi thu tai dOng dgn clau clan dgn that bai. Gia dinh roi be tea va tai chuan bi mat viec vi Ong chit khOng tin COL Ted can c6 the lam hang nhcing gi nth. Digu t8i to gi co the xay ra nUa?

Can di?' 1: Ban can tham gia vao nhorn tro gitip.

Can c1.5 2: Mac du có rat nhigu digu quan trong trong cuee song cua ban da dien ra khOng tot dep song it nhat la ban da dung cam dgn day va tim kigm sv gitip do.

Can do 3: Vai tat ca nhung digu tai to nay xay ra trong cuQc sag dm ban, BM thgy ban c6 the mugn to be moi thu nhung ban da khong lam nlnt vay. Thay vao do ban da san sang tim kigm so gitip do va ea tim each dg giai quy'gt van de. Ban phai la noel rat dung cam mdi co the lam dune digu JO, va vi thg tai ton trong ban.

Luyen tap

Lam viOc ding mot ban khac d' tao ra phan ling than cam a cap do 2 va 3 cho nhung van dg sau &in khach hang:

1. Dave la mat Chang trai 30 tugi. Anh duct than down IA bi benh qua lo lang, can benh nay anh da trai qua trong slat 15 nam qua. Anh nOi: "Toi qua met mOi vi lac nao cling cam thay lo au. TIM lo Fang vg tete the, nhung tea mugn anh bigt rang tea khong to bO. Toi san sang thil bat ki gili phap nao anh din ra".

2. Khach hang: Ch'ing tai la ngoei nghign cOng vigc. Chung tOi co hai dila con. Toi phai cham son chting va lam tat ca cOng vigc nha. Toi

24

da nghi ca hai chang UM se clang nuOi nang chting. DEng nghi sai cho t6i. Tai yeu cfic con tot. TOi chi mong mugn có it ALI b.() gitip nao do.

3. Mat eau be 15 tuei &toe me clan den phOng guilt] da bang tri lieu.

Can rat vat va vdi vise hoc tap a tniang nhung rat giOi the thao. Cau noi: "Toi chi khong mugn hoc, no chang giap Ich gi cho tea trong cac hop &Ong bang chay. T6i thich di dgn phOng tap. TOi se khoe manh hon va nhanh hon. Trtibng hoc chi danh cho nhitng ngt.thi nghien may tinh. T6i can nhiing thii do de lam gi?".

4. Khach hang cila ban vita trai qua met vu li hon en ao each day 18 thang, va ba vo anh ay van con tut gian vdi anh ta. Anh ta not: "TM kh8ng the gap con t6i thtidng xuyen trong 10 thang qua. Vo tot khong ang he tai. Tai thus ski nhd cac con tai va tai mugn gap chting".

5. Ban dude tuya'n vao trudng lam vdi vi tri la nhan vLen CTXH. Met trong nhung nhi'em vu ena ban la phai gitip nhung (Ma tre co bg me

li hOn hoac li than. Khach hang ena ban la met co be 10 tual. Chau be noi: "Chau cam thgy bun khi b6 chau chuyen di. Chau nhd b6. Chau cha 66 goi rn6i tat Chau monglagchau se ye va sSng cling voi chau. Chau nghi 1/6 chau rat c8 dal".

6. Khach hang cila ban bi ham hip vao ban ngay. CO ay mugn dgn to van ye nhung t6n thddng tam than. CO ta not: "Chuyen da xay ra qua nhanh va t6i khong hi& phai lam gi. Na kh8ng gigng rdni nhiing gi xay ra truck day. TM so di'gng nguoi. Bang ra tai phai lam gi?"

7. Ban la nguoi to van Ara met khach hang mai den noi vdi ban nhung chuyen nhti sau: "TM bi that nghiep hon met thang r6i. Kheng ai mu6n thus toi. CU nhu the kh8ng con mot ding viec nao nua. Tat ea

nhung gi tai co the lam la lai xe xugng ph6 va ghe xem moi noi".

8. Ban lam vise cho t8 chile thanh thigu nien. Met ea be 17 tu6i k' vdi

ban: "Chau nghi chau da ob thai. Chau so noi voi 1)6 my, ban trai chau kheng bigt. B6 my chau se rat that vong vg chau. Ho co kg hoach cho chau vao dai hoc tit khi chau con hoc tieu hoc. Hien tai dita ft-6 la quan trong nhlt".

25

9. Khach hang: Chgng tea co van de vg nghien ritou va toi so rang anh ay se mat viec Lan MM. DO la li do Lei phai girt cling viec Mm them. T6i they sO khong bigt digu gi co the? thy ra khi tei them chi khong con kigm dude khoan tie'n Mo.

10. Ban vOi vat trO IA nhan vien CTXH tai phOng kham sue khoe.

Khach hang: TOi d cling anh ay trong ba deem lien. Khi anh .6y binh tinh va thigp ngu, anh ay lai co gist. Tea can gidp do. Ca hai chting tOi deo can

Tinh hop li (Tinh xac thuc va chart thuc)

Tinh hop li nghia IA tinh than than kien dinh. Khi gitip dd khach hang, tinh kien dinh lien quan den viec ngudi tro giup cam thdy nhu the nao, suy nghi nhu the nao va cu xU nhu the nao'. Neu ba van de tren thgng nha't vdi nhau, ngudi do dude Kern la hop 11. Ngu met trong hai van de tren khac nhau, nghia la ngudi do killing hop li hay khong kien dinh. Vi du khach hang co the tin rang nhung not cue nhan vien cong tac xa hei nhu: "Ted that su mugn giup anh/chi" IA khOng trung thuc vi cling hic do ngtibi nay lai dang quan tam den viec khac, va nhu vay khach hang co thd

nghi rang nhung viec khac do quan trong Min hoac it nh6t la cong quan trong nhu viec gap ho.

Tinh the thuc hay tinh Chan thOc (genuineness, authenticity) la nhUng khai niem khac dude dung de me to dac diem nay. Khi to ra than thue, nhan vien cong the xd hei phai chung to dude ho mugn thuc su bleu, th‘tc so lam viec va thtfic su mugn giup cid khach hang. Raskin va Roger' cho rang nhan vien CTXH phai dude Kern nhu la met ngudi an tic su mugn gitip do ngudi khac va khOng nen bi Kern nhu IA met ngudi ti..tkhodc len cho minh met ye bg ngoai nao do va cong viec chink cna anh to la ng'61 do de linh ti6n luring. Met each dg the hien su san lOng nay la lam cho khach hang co met quan he cong tac, ca ngudi gitip do va ngudi dttoc gilp do phai cling nhau tim hieu va giai quye't v6n dg. Dieu nay la hoan toan khac so vdi

' Cornier, S., & Nurius, P. S. (2003). Interviewing and change strategies for helpers (5 th ed.). Pacific Grove, CA: Brooks/Cole.

2 Raskin, N. J. & Rogers, C. R. (1995). Person-centered therapy. In R. J. Corsini & D. Wedding (Ed.), Current psychotherapies (5 th ed., pp. 128-161). Itasca, II: Peacock.

26

each gitip do kik nhtt nggai gidp gia dinh la phai hilt het vg van de eim

khach hang sau do duo ra met loot the each chga tri ma khong he danh

chin thai gian nee) de tim hik dac diem rieng, nhung hoar' thnh va van

de rieng tha titng ea nhan.

Ngoati ra, tinh than thgc con co ngg Y rang nggai ghip tra met each

trung thgc nhCing tau hal ma killing a all phOng thu. Nhan vien thug bac xa

hei than thud se tra lai khach hang mot each rat quan tam bang each sit dung nen nga khach hang co the' hik &Mc chic killing phai la sit dung the

tit chuyen m6n hay t6 ra ye xa each, trich thuong.

Cac bieu hien cua su than thus

Cormier va Nurius t cho rang ea 5 hien hien caa sg than thgc la "hanh

vi nen tit cb tinh khich le, hanh vi clang vai, tfnh kien dinh, tfnh tg nhien

va tinh cat ma" (trg. 69).

Nhang hanh vi phi ngon tit c6 tinh khich 18 duct the then a to

the ng6i hdi Iniong ve phia trgoe va nhin vac) khach hang (Ilk phi hap van

phong tut va van hed).

NhiTing hanh vi &mg vai la khi nhan vien CTXH tg cam thay hai

long hoac khong hi go be trong vi tr1, vai cita minh va do do thay kh8ng can

thigt phai nhan manh vai tro vi tri tha minh. Hon Mita, nhan vien tong tae

xa hoi khong phai "dong vai" trong khi lam vile bai vi hg thgc sit muon a day a ginp khach hang.

Tinh kien dinh la sg thong nit& kik dinh trong hanh vi, cam gine

va y nghi cim nhan vien CTXH. Can phai the hien chan thue nhgng cam

gine cua minh trong khi phOng van khach hang thay vi co/ phai the giau

hay phi nhan cam giac caa minh.

Tinh nhi8n khong ggIng ep la kha nang phan ling hoc the hien

ban than met each to nhien khong hi gO ho. Tuy nhien, trong trtiang hop co .

nhiing cam giac tieu cite del vai khach hang thi khong nen be to cam giac

nay ra nlu khong can tra vies gitim do ho.

Tinh cat ma la sti son long cai ma mgt each hop li caa nab lam

CTXH nham mue dich gitip khaeh hang nhan thay rang nhiing ngttai khac

Cornier, S., & Nurius, P. S. (2003). Interviewing and change strategies for helpers (5' ed.). Pacific Grove, CA: Brooks/Cole.

27

cang da tang trai qua nhung dieu Wong 41, co earn gide Wring to vA do do co the tao dUng mei quan he On gni, hdp toe hdn vdi khach hang. Tuy nhien, ngu sv cal ma dO co dude dun gian la do nhu eau mu6n dude chia se caa nhan vien CTXH thi khong pha hdp va khong throe khuygn klatch.

KT Wang dein giii

Dien giai , cling gating nhu ki nang that' cam, la su phan ling bang lai not caa nhan vien cang tae xA hei dui vdi khAch hang ma vg ban chat la truygn tai nOi dung caa thong diep nhan dude tii khach hang.

Trong khi phan Cing than cam thuang din to su than hiau cam giac vg thong diep, dien giai Hwang tap trung vao viec khach hang dang suy nghi gi hay dang lam gi. Dien giai cang có the dude dung a truygn tai nhung du lieu co lien quan.

Nhung gi nhan vien tong Lac xa hei nghe dude va hieu dude nen doge kiem nghiem lai vdi khach hang theo each khong phai la bat chadc y het. Nhan vien CTXH nen dung nhung tit quan trong ma khach hang da sa dung nham tom tat va lam sang to not dung eila thong diep.

Hai vi du dal,' dui% day la nhting vi du ye ki nang (lien giai khi lam viec vdi khach hang. Nam vi du tigp theo la tinh hueng cho ban thuc hanh (hen giai.

1. Khach hang: T8i &tang nhu kheing the lam cho moi chuyen em dep. TOi het tign, xe cua tai hang, hog don phai thanh toan cluing chat, va &Ong viec thi Chang di den dau. Toi thue su muen di hoc tra lai nhung khOng du an chi tra ngay bay gin. . Ca ye nhu tai khOng the xoay sa &Mc. Toi muen co met Ong bac giau co va de lai cho tea thita ke.

Nhan vien CTXH: Ban dang thieu tien, hoe dun phai thanh torn dang cluing chat, ban muen dude tik tut hoc nhung ban khOng thay co each nao a lam dude diet' do.

2. Khach hang: Ka' to khi thong tei gap gd nhau, Lei da lam dude nhieu chuyen tet hon. T8i da cO the not dude vdi vd tOi ve nhung gi da xay ra vdi tai twee day. T6i da có the Chu tri cat buei hop nhan vien ma khong bi cam Mac ho se gian du vdi tea. Va tai nhan thay minh khOng con ngai viec day som vao buei sang a di lam.

Nhan vien CTXH: Ban clang thay minh tai and hurl vdi vd va ban da có the lanh dao dude cac nhan vien trong cling ti.

28

3. Khach hang: TOi bat qua tang con gai tbi dang eb can sa va met it giAy otter'. TOi da nghi ng6 tit mita he nay khi no di ye muon cung may nmiai ban va khi nam hoc bat dau, diem hoc ciM no kern dan.

Khach hang: Chung tai vita chuyen den day to Nebraska. Nguai ta nOi rang co nhieu viec trong nganh xay dung a day. Hien tai cluing UM

khong c6 chi a. Hai CM truck tea, vd toi va hai con nha phai ngu trong xe tai. Met canh sat noi chung tat co the nhd cac anh glut) da.

5. Khitch hang: Bac si cim tai noi toi can gap ban. Nam truck tbi bi tai nan va khong the di lam dude. Toi bi nga khOi thang xueng dat tit tren met gian khoan dau. Toi bi ran xttdng dui. Toi da co the di b8 dticic chilt it nhung van phai dung nang. Cu khoang 10 den 15 phtit toi lai thAy dau va phai ng6i xueng. Bac si da cho tea Tenynol 3 nhung chi do chat it.

6. Gap khach hang la met co con gai ca trong met gia dinh.

Co ta noi: "Tit khi me toi mkt, be tai cu xu nhu the tai la ngtt6i phai ganh moi track nhiem gia dinh. TOi nAu nhung, rUa bat, gitlp cac em lam bai, nku boa trua cho chUng trtioc khi di ngti. Toi biet toi cung phai có trach nhiem lam viec trong gia dinh nhung be tai ding phai vay chit. Be chi noi Ong qua met va tot phai lam nlifing viec do".

7. Ban vii to each la nhan vien CTXH trong trttang hoc va ban phai gap khach hang la cO Quitero, met phu nu nguoi Tay Ban Nha, la me cite, met eau con trai.

CO ta nOi: "TM khong hien &No. Ngay nao Pepe cling di hoc. Tai chat than ye dieu do. Khi no ye nha, tai hen no co chuyen gi xay ra, no da hoc gi, boa trtta caa no nhu the nao, ye tat ca nhung dieu ma cac be me den muen biet. NO luau brio tei no da lam cac bai tap a trUang, boa trtta cna no tot.

Cho nen tOi van nghi moi chuyen deli en ca. Bay gia, anh lai noi vii tOi no da khong lam bai tap va no thi trttOt".

Ki !fang tom tit

TOm tat cling Wring ti nhu dien giAi chi khac la no bao gem luring thOng tin 16n hen dude cung cap bai khach hang. Ki nang nay co the dude dung hai, ba hay ben lan trong khi phang van nhu la met each de nhac lai chU diem, van de, nal dung va rine dich da de cap den. Tom tat cung la a giup khach hang tiep tut noi ye eau chuyen cfm. minh.

29

Khi nhan vien CTXH nghe eau chuyen cua khach hang, th yang thi ca khach hang va nhan vien CTXH dgu bat data cam thky lo sq. Biet each tom rat co thd giup to chtic hap li thOng tin va do do day nhanh qua trinh tim ra van rig, tranh hi lan man hay phAn tan.

Duda day IA met vi du tom tat ena nhan vien CTXH. Vi du:

Jim, nhu nheing gi nghe chide, toi thdy anh dd xcic dinh chide ba vein de quan trong. Thg nha anh dang cam the!), theit vong, vet tinh hinh dang tra nen tdi to how. Thg hat, anh vet Sue dei tranh cdi ve viec nen di nghi d gia dinh co cry hay tdi Nam California. Thu' ba, ed hai ngudi dei tranh cal ve ten gido va nen di nha the' new vi bon tre dd hdi. Vein de new anh they la quan trong nhed digidi quyei My gid?

Ki nang lam sang M van dd

Khi khach hang chia se nhung cam gine, y nghi, each cu )(if, cau chuyen, hi vong trong Wong lai Qua ho, nhan vien CTXH phai dam bao rang minh co the hidu dude Sr nghia cua nhung nem tit ha su dung, nhung tinh huSng cau chuyen xay ra, cac mire do cam giac cua khach hang va ea nhung digu khach hang mong main dat duct Thong thudng thi khach hang se gia dinh rang nhang thong tin ho truyan dat la day du, hoac nhan vien CTXH se hidu dude nhung W ho dien dat. Co nhang trong qua trinh phOng van thtiang IA lan thu nhat, thu hai, thlt ba khi gap gei khach hang, nhAn vien CTXH thttang khong chat chai n vg ban chat, nei dung,' nghia caa thong diep &lac truygn tai. Trong nhang tinh huiing nhu vay, nhan vien CTXH can phai lam sang to van de via khach hang de dam haa co thd hidu dting vkn de. Met each thin gian va hieu qua a lam duck digu nay la dat cau " Y anh/chi la gi khi not ?".

Myc dick cua viec lam sang t6 van d'd

Cho khach hang thky rung ban dang nghe nhung nei dung truygn tai la chua day di a co the hidu. Vi vay viec clei cung cap them thong tin la can thiet truck khi di xa hon. Thvong thi khach hang khOng co co hei dd suy nghi San ye van dg oua minh. Bang each bi yeu cau lam sang to van de, ban than ho phai tim each Iva chon cach din giai vkn dg cho minh va tV lam sang to vkn de cho minh trtiOc khi ho c6 the giai thich met each chInh xac

30

cho met ngttoi khac. Yeu eau khach hang gill thich y nghia cim viec hia chon nem tit cO the ghlp ho hieu at/ Iva chon nen tit c6 the anh huffing clAn suy nghi va hanh vi cua chinh ho Mang nhr nguai khac.

Sau clang, tim each lam fa van dg se gitip thlic day nhanh qua trinh hieu khach hang, hieu each giao Ken, y nghi va earn gine cua khach hang. Vice yeu eau lam sang to van se gulp ban phut hien ra phong each giao tiAp cua khach hang va each suy nghi va cam giac cim ho ve moi digu. Ban tang hieu nhanh dtMc phong each cim khach hang, ban tang c6 moi lien he chat the voi khach hang.

Ki !fang phiing van Mat trong nhiling Id nang chinh cim nhan vien cling tic xa hei la

phOng van. PhOng van la met nghe thuat, khi nhan vien CTXH Tat cau hoi phu hOp, kip thai va nhung cau hoi c6 dinh throng tett, khach hang co the giai thich cau chuyen, xac dinh van dg thigt lap muc lieu, xac dinh ni6m tin, cam xtic va hanh vi cUa ho to/t hon.

PhOng van gulp khach hang hieu bigt vg minh n5 hdn ma khong khign ho c6 cam giac bi len lop hay hi liia phinh. PhOng van tang ghat) khach hang tV tim ra giai phap cho van de cua minh chit khang van de cim minh cho nguai khac giai quygt. Thong qua phOng va-n, khach hang duoc trang hi met ld nang ce the Kau ich trong tming lai va do do khign ho c6 site manh, sv thao vat va nghi IVc.

Khi nhan vien CTXH moi vao nghg va bat (tau cat moi quan trong tong viec, tan stigt, va loai cau hai cua ho throng hac le sV lo lang. Dieu nay xay ra thurthg xuyen nhAt trong nhiing khoAnh khac im lang hay khi thao luan mot van de khO. Doi khi nhan vien CTXH hOi den dap va nhay to van de nay qua van de khac, thuang la to nhung van de nhay cam sang nhfing van de it nhay cam hdn. Cling vai kinh nghiem, nghe thuat dat cau hai phit hlp, khich le suy nghi tra nen tv nhien hdn, va nhung nhan vien CTXH sit dung chimg de he trd khach hang thong qua qua trinh dat dude sky sang to va xac dinh cat hta chon giai phap cho van c16.

Cach oat au Nil Cormier va Nurius dua ra bOn each co ban eau ghlp cho qua trinh

phOng van tra nen co hieu qua va tigt kiern hdn.

31

• Nen dat cau hOi tap trung vao nhang van de thu but sy quan tam cim khach hang. Nghia la cau hOi dat ra phai dua vao nhfing thong tin ma khach hang da cung cap.

• Khi da dua ra eau hai, nen de cho khach hang co thai gian tra lai. Hay tam dung khi ket thlic met cau va bat clan met eau mai.

• Tranh viec lien tut dua ra the cau hOi nham tranh cho khach hang rtli vao tinh trang bei rei hay king tang. Dieu nay dat biet quan trong khi lam viec vai tre em hoac nguai gia.

• Tranh dat eau hOi "tai sao" vi khich hang thtiong coi chang nhtt la met sy dei dau hay mang nghia buOc tel.

Them vao do, hay chti § dgn giong not ciia. ban. MOt quy tAc la hay ehuan bi hOi nhiing eau hOi cila ban, lya chon chUng sao cho thyc sy phan anh sy ton trong va sy quan tam clgn nhang theta khach hang trai nghiem va then dat. Cugi thing, phai nhay cam voi van de van hoh. Tranh dung nhang eau hOi tao ra met an Wong rang ban dang co them van khach hang vi dieu nay co the anh }Wang Mn mot quan he vai khach hang va tao ra met cam giac khong tin cay, byc We hay so hai tit phia khach hang.

Mac dau co ye nhtt ki nang hOi la met la nang de, thye tokhong phai nhtt vay. Chung to co the thgy trong suet qua trinh gitip da, nhan vien CTXH thudng xuyen phai hOi nhung eau hOi co ki nang. Trong giai doan dau (nhap euee vai khach hang), phOng van Ono xay dyng va phat trien mgi quail he vdi khach hang. Trong giai doan danh gia, phong van giup sang loe va phan tich thing tin nham tim ra phan thong tin quan trong có lien quan nhgt tai van de cim khach hang. Trong giai doan len kg hoach, phOng van gitip tim ra mac tieu dUQc tin been phai tim kigm. Trong giai doan can thiep, phOng van gilip khach hang xem xet cac kign, sy lya chon va giai phap. Trong giai doan danh gia, phOng van giup the dinh dtiqc mite de tign trien va thanh tong cua giai phap can thiep va to do giup khach hang len kg hoach cho Wang lai.

Phan sau day xem )(et kI luting hem vg cac loai eau hOi thttang (Iliac sit dung trong qua trinh tro giup.

Cac It* cau hoi

CO hai loai cau hOi ca ban thong dung trong qua trinh tro giup khach hang: Cau hOi Bong va cau hOi ma.

32

Cau hOi ma. Loai can hoi nay cho cho phep khach hang tra lai theo ea laa chon, chta ra nhang thong tin chi tigt ma khach hang cho la phu hOp dua tren su hieu bigt cua khach hang ve tinh hugng. Milan vien CTXH thtiang hai nhang cau hal h a chon theo each goi khach hang rang ho co the din giai 6 mile cIO it hay nhigu tuY thuec vao § mugn caa ho. Cau hOi

m6 thuang su dung tit a hal nhti tai sao, khi nem, ccii gi... M6i tii nay gal Y khach hang dim ra thOng tin theo each hieu caa rieng ho.

Theo Cormier va Nurius, cau hOi "Cal gi" thaang khuygn khich khach hang din ra thong tin thuc tg: "Ban nghi vo ban milk ntli gi khi "Em

da than sting the nay lam rein Cau hOi "The' nao" finking di kem vol din bign cam xiic: "Ban cam thy th6 nao khi anh ay nei anh ay da et')

ngtiai phu nil khac?". eau hal "Ai" tim thong tin ve con nguai, cau hai "6 dal" va "Khi nao" tim thong tin vg khong gian Ark thai gian: "Horn qua ban dang sung ai khi sit viec xay ra?", "Ban di nho ban dang 6 dau khi dien

thoai reo khOng?". Chu hOi "Vi sao" yeu eau khach hang dua ra met li do cho viec xay ra.

Nen it sit dung eau hOi "Tai sao" vi thong thaang khach hang thaang suy nghi rang ngilai hoi dang c6 tim ra 18i, hoac co dO 16i hay buec tOi ho vg nhang chuyen da xay ra. Dieu nay khign cho khach hang tra nen phong thu va de chang, do do anh twang deal mai quan he vol khach hang.

Cac cau hen bat &Au via "Ban co the ..." h .& khach hang vg kha nang

Dili them cholla gi do: "Ban co the not tOi nghe ve nhang gi da xay ra

khi ban chang kik tai nan dude khOng?". Nhang cau hoi sau day la nhang bec back caa khach hang va eau hOi

ma theo saw

1. Khach hang: Ted time sp lo long vg chuyen dgn day ngay h6m nay. Toi data bao gia sit dung dich vu cling tae xa 114

Nhan vien CTXH: "Anh da nghe gi vg each lam viec vai met nhan vien CTXH khi6n cho anh lo thing vay?"

2. Khitch hang: "TOi dang bac mink vi co ca hei tea lieu t6i co the di tut gian ma van cam thgy en khong".

Nhitn vien CTXH: (noi v6i cac thank vien khac): "Gag ban con lai

cam thOy the 'lac, vg each Eta lam viec viii Thu va sa tut gian caa chi ay?".

33

3. Khach hang: "Anh ta sa vao nhung elle kin caa tor.

Nhan vien CTXH: "Chi co the noi them ve thai gian va dia diem xgy ra chuyen nay khong?".

4. Khach hang: "T8i da CO the lam dieu gi do de sita claim nhiing ten thuang net), hem do. T6i time su mat to chit".

Nhan vien CTXH: Chi ce the giai thich them Ire su mat to chit kliOng?" 5. Khach hang: "Tea man chgm ditt mei quan he nay ngay". Nhan vien CTXH: (Cau hOi de the hien su thanh thuc quail tam)

"Hay noi vi sao ban cam thay manh me ye chuyen cham dot quan he vay?".

Cau hni dOng. LA loai cau hOi dac tning bai cau trg lai nOn met tit hoac met cau ngan. Loai eau hOi nay thttang dude dimg de thu thap thong tin Cu the met each nhanh thong va co the dot hen khach hang Ghia ra met lua chop (co hay khong). Bai vi nhong cau hen clang thtiang dude sit dung de thu thap thong tin Cu the, cluing dOi hOi nhan vien CTXH co met mite dO kiem coat ]on ye dinh htiOng cga euee phang van.

Nguai phOng van nen can trong khi dimg loai cau hOi nay vi khach hang thttang coy nghi rang ho dang phai tra lai theo y muOn cua nguai hai hoac chi can Era lai nhu vay xong, ngttai phOng van se dua ra ngay met giai phap.

flute hanh: Lam theo nhOna hai hay ba nguai, that hanh sit dung nhiing cau Mk ma Cho nhang cau noi sau. Hay nhd hOi mot eau hat lien quan den nhilng dieu khach hang vita mil

1. Met ngttai me Ice vdi nhan vien tri lieu Ira dim con dang Lang nghe eau chuyen.

Khach hang: Heim qua no lai op vac rei a trnang. 2. Khach hang: TM da nhu thang ngu vay. Thit nhgt, (Tang le tol da

khong nen den elle; do. 3. Khach hang: Toi kitting the tin dude la tat dude tang hieing T8i

chua bao gia chtoc nhu vay, chua bao gia. 4. Khach hang: Anh ta cu dung do ettai tot Anhlchi eu thu nhin tai

ye do eim anh ta ma xem. Anh ta data bao gia nhu vay. 5. Khach hang: CO ay noi co ay miler' chting toi sang Chung.

34

6. Khach hang: TM InIta IA toi se lien be. TM vita mdi trai qua hai

Wan MI6 khan va diking nhu chang tien tridn chtyc gi.

7. Khach hang: My em bac) la bee me khOng muOn danh em. Nhung

khi b6 me danh em, me lai not d6 khong phai loi tai em.

8. Khach hang: Sang thu ba no di hoc nhu thttang le. Mai den 6h chigu,

no van khong ve nha. Toi bat dau thdy lo Fang. Tit do Coi chua thdy no.

9. Khach hang: Toi Bang cam thdy chan nan vg htteng di dm cuec

TOi during nhu khong thoat (Wye khOi tinh trang suy sup.

10. Khach hang: Ten lo la no co van de Toi khong hien vi sao toi cam

tidy nhu vAy. D6 chi la cam giac doi khi thoang qua filth.

Cac eau hai dOng thtteng co cau tra ldi la "co" hoac "khong"'. Cac cau

hai thuong la co hoac killing met thong tin Cu th'd nhu ten, tail, not sinh,

ton giao, dia chi v.v... Sau day la vi du caa nhung cau hOi clang:

1. Nhan vien CTXH: Anh co mien a day haul nay khong?

2. Khach hang: Co.

3. Nhan vien CTXH: Day co phai la chit ki ceia em

4. Khach hang: Khong.

5. Nhan vien CTXH: Ghi chdp caa cluing tOi chi ra rang chi da Lung

den day. CO dung khong chi nhi?

6. Khach hang: Vang.

7. Nhan vien CTXH: Chau song vdi b6 hay voi my?

8. Khach hang: V& me.

9. Nhan vien CTXH: Digit my chew nOi co dung khong?

10. Khach hang: Khong.

MOt s6 khach hang to nhan trach nhiem giii thich chi tigt nhung eau

tra lee cho nhung cau hal thing. Chang han trong truing hyp 5 tren day khi

dityc hOi digu nguei me not co dung killing, can be co the tra lei "khOng"

nhung sau do co the giii thich li do vi sao eau nghi digu me not la khong

dung. Neu nhan vien CTXH mu6n co ski giao tiep nhigu bun giiia hai ben

thi nen thing met call hai ma.

Theo Ivery va Ivery (2003), sdd.

35

Cau hOi theo trial hoc Socrat

"Khong co gi dac trong cho Socrat bang tranh luan, va khong có gi dac trong cho tranh luau cua Ong hon dat can hOi". Theo Overholser (1988), phticsng phap Socrat nlahn manh, viec dat cau hOi la met trong ba ygu t6 co ban trong dgi thoai. DO co the la met ki nang hula ich trong ginp do cac khach hang lam sang to hoan canh cua ho. Phudng phap Socrat duck lift hap cu the v6i thuyet tri lieu tinh cam caa', trong tri lieu nhan thac caa Beck va trong during Intong tri lieu ban nga (Stein, 1991). Nhang mac dti phueng pithy) nay da duce dan ra trong cac diking hiking tren, co rht ft cac chi dhn hoac hU6ng dhn dude dua ra ye nhung y@u t6 thitic to cua "plumng phap dat cau hOi" trade khi Overholser (1993) mo to chi tiet.

Vao thji dai cua Socrat, phuong phap dat eau hoi dude dung de chiing minh su thieu hieu Matt ciia con nguai va su can thiet phai dua vao logic (Schmid, 1983). Trong m61 quan he tri lieu, phOng van dude dimg vi nhigu if do. Thong qua pilling van, khach hang va ngUai phOng van clang nhan kham pha va cau hOi se gulp thlic day sit suy nghi doe lap to phia khach hang va tilde ddy ho tki tim cau tra lai cho chfnh von de caa ho. Dieu nay co the dat dupe la do mei quan he Ong tac giva khach hang va ngtioi phOng van.

7 loai cau hai theo trial hoc Socrat

Theo Overholser (1993), Bloom va Sanders da xac Binh va "me to bay loai can hOi gem co: cau hoi ye tri nha, eau dien giai, eau hOi giai thich, cau hOi fing dung, can hai phan tich, eau hOi tang hop, eau hen danh gih" (trg. 67).

Cau hOi v'e tri rthit Loai cat hen nay del h .& ngitai throe hOi phai nh6 lai nhfing su kien trong qua khft, de tim kigm thong tin chi tigt cu the. VD: "Ban bat dau co nhCing bigu hien nhu thg to khi nao?", "N6 keo dal bao 1.au?", "Lan cugi cling chuyen JO xay ra la khi nao?".

Cau hal din giai dal hOi ngurii dude hOi phai giai thich, hoac dien (Lich met Y Wang, met so kien, hay met mail thong tin c6 nghia nhu the nao dOi veil ho. Can hOi nay &lac hOi de c6 gang lam tang higu bigt cua khach hang hoac de tim them thong tin chtia dude not den. VD: "Dieu do co 7.

nghia nhu the nao dgi v6i. ban?", "Ban co the giai thich viec do vdi vd nhu the nao?".

'Ellis, A. (1994). Reason and emotion in psychotherapy. New York: Birch Lane Press.

36

Cau hed giai thich. Loai cau hOi nay nham kham pha mgi quan he gtha cac su kien, da kien va y Wang. Cu thd, nhan vien CTXH c6 thg co' gAng trinh bay met hake nhigu y Wang hay da lieu cho phgp khach hang tim mgi lien ket giaa cluing. VD: "Mgi quan he dm ban vei xgp hien tai gigng va khac nhu thg nao vdi mgi quan he tra6c day caa ban v6i nhang xgp khac?". Gigng nhu cau hOi din dich, cau hoi giai thich Ming Lim ra nghia caa thong tin nao do bang each dat cau hOi. "Dieu do co nghia nhu the' nao dgi voi ban?".

Can hai ling dung. Loai eau hOi nay gitip xac Binh nhang Inking hqp khach hang da nghi dgn (ang dung) hoac tha dua ra bien phap giai quygt va'n dg. VD: Dd hien cu thg vg chign lugs giai quygt de caa khach hang, nhan vien CTXH có the hai: "Ann/chi da tha lam digu gi chaa?", "CO phuang phan nao co ye c6 hien qua khang?".

Cau hoi phan tich. Loai can hOi nay giap khach hang to tim each giai guy& vAn de then-1g qua nhang lift Man dua tree" viec thu thAp da cac bang thong. Nhang can hoi nhu the nay khuygn khich nguai dude hOi sa dung to duy logic va sp khach quan de cling cg kign hay ket luau eau ho. VD: "Ban co bang chang nao de thong minh nhang ke't Man dm ban?", "Digu gi khien cho van dg tra nen tOt hon hay t6i to Min?"

Cau hen tong 14p. Cac can hOi nay khuygn khich khach hang to duy sang tao va gel tim ra nhang giai Aar) khac nhau cho van de caa ho. VD: "C6 the c6 nhang giAi phap nao?", "Ban da bigt each hay tha lam gi aura?". Cfic can hei t&ng hop cling &Ong vai tre gop phan dinh nghia cac to dung trong nghia thong linking. VD: "Del vdi ban, thgnao la "thAt bar.

Cau hOi danh gia. Doi hal khach hang phai danh gia chia tit met tieu chi nhgt dinh. Thy nhat, can phai neu re tieu than danh gia (sa dung eau hen "CM gi"); eau do xac dinh nhang kign hoac hanh vi xem chung On vdi nhang tieu chuan de dgn mac nao (sa dung eau hOi "Thg nao"). VD: "Ngaoi to phai lam gi de thanh gong?", "Ban pha hOp vol su me to do nhu the nao?", "VAy vO anh muOn gi to anh?", "Ban dat dude gi to nhang Lieu chuAn do?".

eau hei Socrat va cac giai down trong m8 hinh giai guy& van de

Overholser (1988) dinh nghia rang phong va'n then he thgng la viec su dung met that cac eau hoi da thigt kg (khong qua nhigu) nham tim kigm

37

thong tin vg met chu diem cu the de kith hoat nhan thfic tit duy cUa khach hang. Theo Overholser (1993), viec nay co the thuc hien duce relit each c6 he thgng bang each kgt hap gnu hOi Socrat vao cac qua trinh cua mo hinh giai quygt van

Muc dich IA tra gitip khach hang phat trien cac ki nAng giai quygt van de va kha nang co the dua ra cac chitin luuc giai quygt khac nhau.

Cac giai doan ed ban cim phudng phap giai quygt van dg bao Om: 1. Mo to cith khach hang ve van dg cling vOi li do can sit gall) do, 2. Cling danh gift vg van dg 3. Thigt lap mac tieu (ca mue den cha khach hang va cua ngttoi khac, va (my& dinh loai can thiep de dat dude mue tieu, 4. im dung can thiep, va 5. Danh gia ke hoach.

Giai doan 1. Khach hang mo to van dg va dua ra li do tai sao can c6 sti giup do.

Ngttoi phOng van dat cau hOi nham owe inch yeu eau khach hang the dinh va mo to van dg. Nhang loci eau hai danh gia va phan tich co the dude dung. VD: "Tiii co giup gi cho anh?", "Dieu gi khign ban mugn tim kigm ski gulp de tai thai diem nay?", "Anh nghi cai gi gay ra van dg?", "Dieu gi khign ban cho rang do la nguyen nhan gay ra van dg nay?".

Giai doan 2. Cong tae cling danh gia van de

Tii nhang cau hai khai quat ve li do can gulp aa cua khach hang, va digu ma nguoi do nghi la gay ra van de, nhan vien CTXH c6 the chuyen sang giai doan hai. Muc dich a giai doan nay la hOi nhung cau hai cu the va chi tigt ye van de va nhang klea canh xung quanh van de. Nhang cau hen danh gia co the tigp tut duct sit dung. VD: "Theo thang danh gia to 0 dgn 100, yin de nay dung a cap do nao?", "Theo ban, ban có the tim ra giai phap killing?" Cau hai nhe cling co the duct s' dung. VD: "NO xay ra thieing xuyen nhu thg nao?", "CO bao gia ban lam tinh hinh thay dude killing? Hay co khi nao tinh hinh kha hon khong?, "Co thei digm cu the nao khi vigc nay xay ra killing?", "6 mac do nao?". Ban sung c6 the dung eau hoi phan tich de khach hang tit phan tich cac khia canh cua yin de. VD: "Nhang ygu to nao tao nen van dg?", "Digu gi giup cai thien/lam toi te, van de' hdn?.

McMahon, M. 0. (1996). The general method of social work practice: A proble-solving apprach (3' ed.). Boston: Allyn and Bacon.

38

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?".

39

Cau hai dank gia de khach hang din ra danh gia cua minh. Trong twang hop nay la m'et danh Ma vg kg hoach va viec thin hien lie hoach. Vi du vg each (tat eau 116i danh gia: "Theo thang diem tit 0-100, anhichi danh gia minh dang giao flip o mile dO nao?", "Chi van cho rang el-long chi la nguyen nhan duy nhgt gay ra van de?".

Bang 1.2 la met ma hinh giai quye't van dg vol cac vi du vg vi0c tip dung cau hOi Socrat. Cac ban co the dung m6 hinh nay nha met chi dan vi cac bUac clnia hoan chinh. Dan dan, nhan vien CTXH se cam thay quen thuec va thoai mai han trong viec sit dung cac cau hot. Khi dude ad dung ea ki thuat, ening giup khach hang xac Binh van dat ra muc Lieu, tham khao cac lua chin, va danh gia lien trinh. Tel ca cac ki nang tren deu co the dude hoc de sit dung trong Wong lai.

Giai doan 1. Meta yen de A. Chu had chinh gin

Dieu gi khien ban tai day?

Van d6 caa ban la gi?

Dieu gi da thay dOi cuOc song ala ban khien ban quygt dinh tim kiem sit giOp dd Et day?

Tai co the giUp nInt the nao?

B. Call hdi phan rich

Theo ban nguyen nhan coa van de la gi?

Dieu gi khign ban nght do la nguyen nhan gay ra yin de?

Trong tinh hueng nao thi tinh hinh tra nen tat han?

Giai doan 2. Cgng tic ding dank gia yen de

A. Cau hoi gpl nhd

N6 xay ra khi nao, a dau, trong di4u kien So?

N6 xay ra thiteng xuyen nha the nao? Ai co lien quan?

Khi nao no it xay ra nhat?

B. Cau tufa [Man tic!,

Ban thay dau la nguyen nhan chinh caa van de?

Tmh hudng, dieu kien nao khien no tra nen tett tei to km?

Bang Chung So cho thay dieu do?

C. Cau bed than gird

Van de cua ban c6 gigng Van de caa ban gidng va khac nht.r the nao?

40

D. CALI hot dein dich

Ve ban la gi khi not man cam thay tat hem?

Giai doan 3. Thigt 15p muc tau va quygt dinh can thiep

A. Cau hot goi nhd

Tni6c day ban da lam dial.] nay bao gib chita va no có higu qua khong?

Sau do &au gi de xay ra?

B. Chu hot dont, gid

Ban mu6n dat duce gi to cu6c gap caa chting ta?

Ban có the not 91 khi ban dat duce digu do?

Ban cho rang ban muon c6 sct cal thign trong giao tigp, di& gi khien ban cho rang

ban da co nhErng cai thign nhat dinh?

BO me, thgy co... mugn ban lam gi?

Lam sao ho bigt ban de dang lam duac (lieu do?

C. Cat, hot phan tich Neu ban mu& dat &lac cap do 9 tren 10. Ban dang a cap do 3. Ban co thg lam gi

de' dat duac cap do 4?

D. Cdu heal dien dich

Dieu gi khie'n ban tin rang be; me, thay co muan ban lam khac di?

Giai doan 4. Tan hanh can thiep

A. Cau heti Ling dung

Ban se lam gi cu the trong Wan nay?

Ban c6 thg lam 91 khac nUa?

Ban nghi digu gi se co the xay nail ban this...?

Dieu gi khign ban nghi rang lam nht.t the nay thi tat Ilan?

B. eau hal tong hop

Ban nhin nhan van de theo each khac khong?

196 co phai la lqa chon duy nhat?

Giai doan 5. Dann gia st; tren trignikg hoach

A. eau heti phan tich

NO tign trign nha the nao?

Co khi nao no tatitgi to hdn khong?

Dieu gi la hay nhat a kg hoach cua ban?

B. Caw hot danh gief V6i thang digm to 0 dgn 100, ban danh gia minh dat &roc muc dich a thang diem

nao?

41

Ban danh gib mOc dO hobn thanh nhilth6 nao?

Ban se lam gi khac hoac giang ngu c6 the' lam !pi In sau? Ban a h9c &sac gi?

BANG 1.2. MO hinh huang don ap dung eau hoi Socrat trong cac giai doan giai quyet van de

Phan sau day la cac vi du ve cac can not cua khach hang va cac me hinh tra lai theo cac Id nang than cam, quan tam tich cue, cac eau hOi &mg, ma va cac can hdi lam sang CO van de. Nhung vi du nay dude ghi lai de cho phep ban ren luyen m8i Id ning chudn hi cho khi lam viec vdi khach hang. Chung toi gal y ban xem moi ki nang then tha ty mo ta roi luyen tap ding veil met nguai ban va (long vai tra lbi nhilng can not nay vdi ki nang phft hap. San moi can tra lai, hay long nghe phan hdi cita ban mirth ve su tign bo dm ban va so sanh cau Era lai cila ban Nth nhiing eau chide ghi trong phan cau tra lai Wang itng gem ea° cau tra lbi mau. Nhung can tra lai cUa ban khOng nhat thie't phai chinh xac nhtt eau tra ldi mau. Chung dude cung cap chi a lam chi &An hay tham khao. Tigp tuc qua trinh nay cho dgn khi ban cam thay to tin vai viec phat trien ki nang dm ban. Ngu ban khOng the Bong vai, hay luyen tap bang each viec lai nhung cau tra lai cila ban va so Walsh cluing viii nhung eau Era lai m rau.

Thyt hanh ki Wang than cam 1. Mbt phy nil 30 Si lam ngha bed ban: TM dang nuoi hai dtia tre

nha chi tel.. TM qua met nhung chUng khong thd di dau khac chile.

Cita tra led cam thong mita: Viec cham sac hai duo tre con lam ban met mai qua.

2. Mbt ngtati lam cha, me &be than: Toi cam thay that yang voi truang hoe ma con toi dang hoc vi ho nghi moi van de dm no la do tel.

Cau tra loi cam thOng man: Ban dang tuc gian bai vi tniang hoc do' moi van de ma con ban gap phai cho ban.

3. albt na cong chac 28 Toi dang hen hO met ngttai co ve va anh ta khong dinh ba vo con anh ta. Toi khong hilt phai lam gi.

Cau tra 14% cam thong ma.u• Hen 116 Arai met nguai co ve rat met moi, 'Mat la anh ta eft niu gift ve con. Ban dang ban khoan khong hilt ban có tticing lai vdi nguai nay khong.

42

4. Miit ngtidi lai xe tai 50 tudi: TOi khOng Met tai sao Uoi phai den

day. TOi chi danh vo met chat thei. va co ta Kling clang nhd vay.

Cau tra ldi cam tilting matt Anh khong thich a day va anh khOng the

hien vi sao danh vo lai nghiem trong den vay, nhat la vi do to 1$i cna vo anh.

5. MOt ngtidi me 32 tuOi lam nOi tr./ va dang bitc titc: Con cim

chi gai tibi rat ngoan va khong bao gib gay chuyen. Cac con tai hien gay chuyen van toi. Toi da tra thanh met nguei me hay b0c bei.

Can tra ldi cam thong mau: Chi dang cam thay that bai vi con cna

chi hien gay chuyen con chi caa chi &tang nhu co nhung dita tre that ngoan.

6. MOt ngddi 35 tu8i da li hen: T6i mu6n not veil chi ye con trai toi,

nhung truck het, toi mu6n biet chi co con chua?

Cau tra Wi cam thOng mau: Anh khOng biet than rang tai di the

gin]) anh va con trai anh dude kh6ng, frit khi toi ding da có con va toi da co

nhiing trai nghiem Wang tU nhtt anh.

7. MOt nhan vien himh chinh cOng Ong 40 tuOU Bay gia mei thit

toi nOi vdi chi deu la bi mat va chi khOng &Mc not voi ai.

Can tra Wi cam thong matt: Chia se nining chuyen rieng ttt van met

ngdbi khan co le rat clang lo ngai, nhat 11 nal nguai do not voi met ai khan

ve can van de cua anh.

8. MOt ngddi not tic; 50 -hll da Vet Wm 30 Mum Tin khOng main

ve voi Ong ta na. Toi biet la 6ng ta se lai danh t6i, nhung Coi Wiling cam

010 ted có ndi nao de di.

Cau tra lai cam thong mau: Bac so phai quay lai voi chOng vi

khOng an Loan, nhung bac cam thay khong co Itta chop nao khan

9. MOt sinh Men 18 tu6i tit ming thOn ra thanh thi va dang hoc

trtiting co nhiOu sinh vien thanh thi: Em earn thay than vi nguOn got

dan que la tai dau tien ngubi ta nhin van em.

Cau tra ldi cam thong mau: Em ban vi em mu6n ngubi ta danh

gin em vdi nhung li do khan quan trong hdn nguon g6c cua em phai khOng?

10. MOt ba me co ba dith con trong tudi di hoc dang nOi chuyOn

vdi ngttai tit van nha tratetng: Nha tri lieu chung tea gap nam ngoai noi rang chting tai that sn la met gia dinh Ii Wang. Tei khong biet vi sao nha trttong lai cho cluing toi la met gia dinh toi to.

43

Cau tra lei cam thong matt: Ban dang thfic mac vi nha tri lieu nam ngodi noi rang moi this trong gia dinh ban deu On, va bay gig moi nguai nei gia dinh ban c6 yen de.

11. Cgu be 16 tuOi coy nghi tinh duc yeti mot clau be khtic: Chau dang c6 nhung y nghi quan he tinh due v6i met thang khac. Chau ban khoan khong biet chat) c6 bi d6ng tinh kheng.

Cau tra lei cam thong tn6u: Chau dang co nhung cam giac tinh due \fed met cau be khac va chau dang bAn khoan lieu de co nghia la chau bi "gay" killing.

12. MOt the theta tau 35 tuOi: Ngtibi to n6i tOi cue tinh nhung tea nghi Vol chi the hien WTI hue tut caa ten. Tei horn no tOi tut gian den not CM nem mot cai dia vao chi tOi ye dieu do lam tOi lo so.

Cau tra lei cam thong milu: Doi khi anh tut gian den n6i met het binh tinh, vice nem cai dia vao chi anh lam anh thue sy lo Fang.

13. Met ngiteti lam cha my 60 tuOi bi dau tim: Toi cam thay ethic dal lei nhu da cham &it. TM chi có the nam day tren ginang va cha chit.

Can tra lei cam thong mgm Can dau tim gan day da lam bac Co cam glee than nan, yeu dual va khong dm sue lye. Bac dang cam they than song vi bac chi c6 the nam tren gniang qua ngay thei.

14. Cgu be 15 tuei co b6 my thgeng xuyen cai nhau: Chau cam they than vi b6 me chat cai nhau suet ngay. Ho khong quan tarn den chau va em chau. Ho chi co thang trong cat nhau.

Cau tra cam thong martn Chau buon vi chau khong cam they cha me chau cham lo cho cat chau. Ho &tang nhu chi quan tam den vice cai nhau.

15. Mgt phu ne 55 tuOi da kit hen 35 nam: Ch6ng toi 136 tei di voi nguai phu nu khac, tOi cam they tea da lam cti6u gi sae sot ghe gam.

Cau tra led cam thong na6u• Khi thong bac bO bac di yea ngUai khac sau 35 nam chung sing, bac cam they bi suy sup ghe gam. Bac dae biet ban khoan vi bac nghi bac trai da 1)6 bee vi bac da lam gi sai.

16. MOt sinh vien 22 tit& co ban gal dang del chia tay: Em reit tut co la. CO to cu nghi co to da qua tot vdi em. Khi e6 to di tham quan vg, ce to se biet tay em.

44

Cau tra ldi cam thong Mau: Em dang tae gian vi ban gai coy dinh

be em. Khi ban gai em vg nha, em dang dinh lam cho co ta cam that' to vi

da be em. Em se la mgi phign lon hon co ta tuang.

17. MOt ba goa 73 tuOi: Chau bao nhieu tugi? Bac khong bigt chau

co da lcinh nghiem glop bac khong.

Cau tra lai cam thong matt. Bac khong tin met ngtiai tre nInt chalk

có thg hieu chicle nhung digu Kay ra vdi bac va nhung cam nhAn ena bac.

Bac dang nghi ngo ve kha nang ghat -) da bac caa chau.

18. Met thanh mien 19 tu6i: Em khong bigt em nen hoc met trUang

cao clang hay di hoc dai hoc. Chi nghi sao?

Cau tra Wi cam thong matt. Quygt dinh vg hoc tip the. nao lam em

bgi rOi va em muk quygt dinh de hem ha?

nut hanh ki !fang quan tam tich cut

1. Mat phu nil 49 tugi dang li hon, chi a nob "TM khong bigt toi

có the) bat &Au met cues song mai khong'.

Cau tra ldi quan tam tich cite mau: Tai bigt hien gia rat IMO nhung

chi clang a day de cloa phO vdi the van dg cim chi, viec nay cho thgy chi có sac

manh va kha nang xac dinh clUOc dinh Inking cho cube clai cila chi.

2. Met Ong cu 76 tu6i. Cu nob "Thi rat co ddn t3 khi ba nha EM mat

di, nhung tOi Ming vui vdi ding viec tinh nguyen".

Cau tra ldi quan tam tich cue maw DU Ong dau lOng vi mat ba

nha, Ong van co can dam a gall) da ngkthi khac, clign do thAt tuyet.

3. Met thigu then. Chau be nob "Chau dang hoc khong tot lam,

nhung chau thkic su da GO tang".

Can tra Wi quan tam tich ette mfiu: Chau co the to hao vi chau da

c6 gang va chalk nen cam thgy tot vi ellen clang lam nhung digit tot nhal.

4. Met ngtati nghien ma tug' 36 tuOi. Anh ta n6i: "TM vaa mdi tai

nghien in dna 3, Mating lan nay VA can ski gitip do sOm hdn".

Cau tra ldi quan tam tich cite matt: TM tha'y may IA anh da c6 the

nhan ra ski tai nghien va tim kigm su gitip da sam

5. Met ngtfai 46 tu6i co benh tam than phan lief. Anh ta

"Tai da co the tra hgt cac hod don thang nay".

45

Cau tra Itli quan tam tich cite malt: DO qua la mat thanh tich dang kg. Anh nen cam thgy to hao.

6. Met phu nit 46 tudi ci, benh tram cam, chi ta n6i: "Toi khong the den an 6 cau lac ba phu nU, nhung tea c6 the den sem va gien da trang tri ban tiec".

Cau tra Idi quan tam tich cite Mau: Toi they tiec IA chi khong the 6 10, Marne rgt tat la chi da giup bay ban va chi da &Mg ggp clang ke vao bea tiec.

7. Met thigu Men 16 tub\ em nod: "Em dang but can sa va em dang lo la minh se bi nghiOn".

Can tra WI quan tam tich ale mem: Toi thgy to hao la em có the chia se vgn de dO vdi tot

8. Met phu nit 62 tued chant sec bit me 85 tued, bac n6i: "Tea dang cham sec me duoc 6 thang va tea thgy rgt met".

Cau tra ldi quan tam tich cats mat: Chau vui la bac có the thea nhan bac cam El* met. Va c6 mot digu quan trong la bac da nhan ra cam

giac cua bac va co the xem xet mat each khach quan ve tinh hinh cham sec ngtfai than cea minh.

9. Met phu nit 28 tueii bi chfin doan benh rill loan hang clic

(bipolar), chi ta MA: "Day la Ian dau ben tOi c6 the nhan ra benh tram

cam caa Lai dang (lien ra, va vi vay t8i den day".

Cau tra quan tam tich cite mau: Chi da lam chicle mat buds quan trong trong viec bat dau ca the kiem seat benh tat cua minh. Tai meng la chi da c6 the den day ham nay.

10. Met nmidi me dec than 36 Wei veil 3 data con mai: "Tai dang a bilge during ding, toi khong the gig cho gia dinh ti'ep tue binh en dtgic.

Cau tra ldi quan tam tich curc Tea thgy vui IA chi da co sec manh de xem xet tinh hinh gia dinh.

11. Met ngtidi me tre' n6i: "TM cho rang dila be 2 ti& nha t6i bi benh ti ki, va tei rat so, khong biet phai lam gi.

Cau tra Idi quan tam tich cite mdu• Tea cO the hien dude moi quan tam thee se ciaa chi. Benh to ki la mot van de nghiem trong, Ara viec chi den day hoi la boric di dting dau tien.

46.

12. Mat ngag6 cha 32 toga Md.: "Chi se lam gi nett chi a vao vi tri

cfm tOi?"

Cau tra IM quan tam tich tee Mau: Toi khong biet la viec gi clang xay

ra voi anh nhung có the chting to Ming nhau xem xet cac van de quan trong.

13. Mat bac cha me dang tec gian: Chi co ughi la met dita con gai

16 tu& phai a nha Mc 10h tei trong cac ngay di hoc khOng?:

Cau tra lai quart tam tich eye maw Moi gia dinh den co nhung

quy tae khac nhau, Mating dieu quan trong la chting to có the xem xet quy

tae nao la quan trong trong gia dinh anh.

14. Mot ngtiai 42 tueii noi: "Bac si bao t6i toi phai di noi soi dai

trang, nhung UM rat so".

Cau tra lai quan tam tich cUc maTu: Viec do chang dang se lam

dam anh se co kha nang va co hoi de xem xet tinh hinh sac khoe cith minh.

15. Mat co gai 18 tit& Mai: "B6 me chau muen chau li hen ngay khi

chau con choa c6 con, c6 nghi sao?

Cau tra ldi quan tam tich cats maw DO Fa met cau hOi kho tra loi

va co the chi co chau mdi tra lei chicle - nhung chang to c6 the noi M tinh

trang cua chau de chau co the xem xet tat ca cac loa chon met each hop

16. Mat not& me 39 tit& not: "Thang con 9 tuSi cua tot W lam no

bi thMing khi cat vao canh tay bang con dao be tai, no rat ban rAu - toi la

met nguai me to qua.

Cau tra 1di quan tam tich cite mau: Su ban Mu va viec 'RI lam bi

among la rat khO hieu va nhieu cha me se phai noi vg nhung van de do. Chi

da the hien ca long dung cam va sil hieu Met khi chi den day r6i.

17. Cha me caa mat cau thigu Men 16 tu6i noi: "Con cna chUng

toi xa lanh moi ngoai trong nha va ban be Than trade no noi voi cluing CM

no nghe thly Wing n6i vong den".

Cau tra lai quart tam tich cite maw CO ve la cac bac da co met

quan he tot voi con trai va no da chia se vdi cac bac M chuy'en no nghe they

cac tieng no).

18. Mat daa tre con nuoi 14 tuai: "Chuyen chau song a dau khong

quan trong vi chang ai attic sO quan tam den chau. Chau chi cO met nglidi

me nuoi co- gang gitip chau".

47

Can tra ldi quan tam tich ciic ma.u: C6 le la khO khan khi phai song trong nhUng nha nth-A tre khan nhau, nhung quan trong IA chau co thd nhan ra c6 mot ngtioi me nuOi time su cggitip chat'.

Thvc hAnh ki nang cl4t eau hOi ma 1. Khach hang nam, buOi td van that hai, not: khong than than

toi c6 site manh nao khong. Cu8c song caa toi during nhu dang loan len". Caul hal ma mitu: Neu ban tgt nhat caa anh mo to sue manh cua

anh, ngUai do se noi gi vg anh?

2. Khach hang nil tram cam, buOi thus nhai noi: "Chang c8 1i gi phai lap k6 hoach cho ttiOng lai. Ban kh8ng the kidm soat bat eft tha gi va moi this c& din ra theo each no nhu thg".

Cau hai ma maw Ban c6 thd and to met lan ban da lap kg hoach cho Wong lai ma moi vien bi rgi len killing?

3. Khach hang nam, buOi Tau tien , tham gia bat buOc trong mot tit van nhom cho nhdng nguti nghien noi: "Tot khong thy vien ngai chung trong nhom thg nay thlic su c6 thay del dudc gi khong. NhUng ngtibi nay cang gay r6i nhu toi, he lam sao c6 thg gitip (Woe lei?"

Cau hat ma Sit: Hay gia sa met phtit IA ca nhom so him fob. Ngu nhOm hciu ich, ban mugn thay dgi digu gi?

4. Thanh vien nam trong rth6tn, buOi thit ba 1161: "Vi sao Son chang noi gi trong nhom? CO phai anh to nghi anh to khOng co van dg gi nh6m chi dank cho nhiing nguai con lai nhu chting to kh8ng?

Cau hsai ma mgu: Dieu gi trong sa im lang caa Son khign anh quan tam dgn?

5. Thanh vien net can dien tri nhom lam dung tre em "Phan, c6 khong bigt co dang Md. gi (Tau. Co den vdi nh6m nay W mat can hO dap, nhung co khong gig/rig vdi phan con lai ciia nhom".

Cau hot ma man. Ban hay ban nao do c6 thd nghi dude nhfing didm Chung ban cling có Arai Pha'n khong?

6. Cac thAnh vien cua nhOm hoc quan li can We gian noi: Lam sao cluing toi bi'gt rang ai do trong nhom khong bhp )(Op v6 nhCing digu ho nghe trong cac budi tit van? Toi khang bigt ho va khong bigt vi sao toi phai tin ho.

48

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? Mn

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?

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

Thpc hanh ki nang lam sang to van de

1. Buiai gap this ba veil ngddi chong td van vi vp anh noi anh

phai di den td van Ilan khong chi se 136 anh. Anh ta noi: "Nlidng buei

gap nay rat ten kern vdi toi. Sao chUng ta khong trao dei nhi. T8i se sda (Wang eng cho chi va chi se giam phi cho tor.

Cau hOi lam sang to van de: Co phai anh muen the nay khong. Anh

mu6n cung ca) dich vu aria eng nu& cho WI a del lay cac bu8i W van?

2. Met nam gidi 45 tmai bat buec phai to van quail li titc gian

sau khi hi bat vi bao hie gia dinh. Anh ta nob "Thi co the xem he so

cua t8i citiOc khong? Toi mu& Met We chi MO. v6 toi the nao trong he 50".

Cau hOi lam sang to van de: Manh, viec cho anh xem 11 .6 so ma toi

da viet kh6ng co yen de gi nhung anh c6 the cho toi biet dieu do c6 lien

quan gi den thao luau caa chting ta v6 cac on gian dil caa anh khong?

3. Met phu nit 27 tuai bi chan doom tram cam nang va reit loan

nhan each phu thuOc, noi: "Ten biet chi da noi bu8i lam viec cuei ding

caa chUng ta la Wan sau nhung chi co nghi la toi nen gap chi them khoang

1 thong niia khong?"

Cau hoi lam sang to van de: Phtfung, chi c6 the girintoi hieu 51 nghi

ena chi khi chi you eau ta gap nhau them met thong ni.la

4. Met khach hang ratan trd gitip de kien dinh hdn, noi: "Ted da

bao vOi cher-1g toi nhung dieu chi nhi ye anh ta trong bu8i to van trUdc, va anh ta dang phan doi viec toi den day ti6p".

Can hOi lam sang to van de: Che-1g ciia chi c6 quan tarn den viec

chUng ta noi ye anh ta trong bei canh van de caa chi khong?

5. Wit khach hang ridge gidi thieu den nit ki nang xa hoi cho

rthfing ngtaii doe than, noi: "Neu tdi thaw gia vao nhom dao tao chi gidi

thieu, tdi có West qua duet noi so sv grin bo khi kelt thtic khoa hoc khong?"

Cau hei lam sang to van de: Chi hi vong nII6m se cho chi eta Id

nang de met Luc nao do c6 the co met mea quan he gAn b6 veil ban be a die,

lam phai kh8ng?

6. Mot nam ghat 37 tuOi, noi: "Chi noi vg 9 Wang thien vi hod Ian

tratc. Chi co thi noi lai no co tac dung the nao kh8ng nhi?"

51

Citu hal lam sang to van de: Anh man xem lai cac khai niem thien vi hod ma chting to thao Juan trong cuac gap tru6c cua chting ta, hay su lien quan Cu the cua nhung khai niem do din van de chting to dang del ph6?

7. Mat nam gitti lam vie'e cho mat doanh nghiap nhO khong c6 bao hiem y te, dang tim trq gitip tit nhan vien CTXH y -Ca; n61: "Cau Trung se' chit niu eau to khong dude phau thuat, nhung eau Sy khong co tiro va chUng tea khong co bao hiem y ti 6 phOng kham cua phueng do".

Cau Hi lam sang to van de: Anh co thg giai thich van de cua Trung va loai phau thuat ma bac si yeu cau

8. Mat phu nit" 73 tuOi 131 than down bi ung tint gan dang flan &Ten khong the eau chita 'TA se chet, n6i: "Tea khong con lam dude gi nlia, Tel kitting can có ich gi nCia, tea biet la moi ngtiai se sung stiOng hdn niu toi chit di".

Cau Hi lam sang to van de: Bac noi "KhOng con lam dude gi rah", "Toi khOng co ich cho ai ca" va "Tea biit moi ngudi se sung stidng hon niu toi chit di" co nghia la gi?

9. Mat eau be 16 tuei e6 ban gal vita 136 eau de' di v6i ngitiO khae, noi: "Theo chi thi em co van di gi?"

Cau hOi lam sang to van de: Vi chi thuc ski khong Mit em, chi khong the dua ray kien vi có the la sai. Hay noi cho chi biit em nghi nguyen nhan van de cua em la gi?

10. Mat co gal 19 tuei ba nha di lan clau, dang gap mat nhan vien or trung tam site khoe tam than cua tong dang cd set, noi: "Doi khi em nghe thKy nhung fling noi bao em lam flitting Hitt x‘u xa. Em m6ng cluing nhung eau do chting lai quay lei".

Can hOi lam sang to van de: sr em noi gi khi em bao em nghe thy bao em lam thin xan xa?

11. Mat nam gioi 51 -Wei chicle bac si chain sec ban clan gitti thieu den tit van, "Toi dang uong thugc Prozac de" tri tram cam. Tai sao toi lai con phai gap nhan vien CTXH?"

Cau hOi lam sang t6 van de: Neu anh phai dua ray kien thi anh nghi vi sao bac si khuyen anh din gap toi khi co ay da ke don Prozac cho chung tram cam cua anh r6i?

52

12. Mid ten Ida hip vita dude tha khoi tit dang noi chuyen vdi

nhan vien CTXH: "TOi gap con nha o san truck bang hOrn qua. No bao toi

no 18 tudi nhting toi nghi no noi ddi. NO mu8n gap toi nem. NO bao no thich

nhiing ngithi len tit& ang tor.

Cau hed lam sang to van de: Anh noi chuyen dO vdi toi his nay de"

lam gi vay?

13. M'Ot nit giam d6c kinh doanh clang cap chuyen nghiep visa

hi phat giao thong vi say rddu, noi day IA tan dAu tien ("Do la OM

dang di tieep khach. Ted khong phai la ngtied nat nide), noi: "Chi co

the noi vdi toa rang toi da dgn nhOm giao due va khOng c&n tri lieu naa

&toe khong?"

Chu heti lam sang to rah de: Co phai chi muOn tot vigt tint cho toa

va noi rang chi khong can tri lieu itha thing khong?

14. MOt phu nil trailing thanh bit& thrum van dau tier' nth rang

chi IA met ngttdi theo dao Thien Chita tai sinh, chi ta hoi: "CM co

theo dao kh8ng? Toi nghi rang tdi se lam viec Col nhdt vdi met nhan vien

CTXH cling theo dao".

Chu hOi lam sang to van da: CO phai chi cho rang chi cam thy

thoai mai hun khi tim kigna ski gin') aa t3 ai do co sung gia tri va tin ngtthng

ton giao nhu chi phai khong?

15. MOt nam thanh nien 17 hi brit buOc tU it v6 lam dung ma

tuY sau khi bi bat dang sit dung can sa, anh ta Ming hi kiem tra

thify co can sa va taidu trong matt, anh ta noi: "Nay, cliing nth vdi si

quan phu trash toi vg bi mat nay nhe. Thuds do khong phai cua tot dau, no

la dm ce ban tel. T6i chi cam no cho co ta".

Cau hal lam sang to van Anh noi anh "CM cam no cho co ta" cO

nghia la gi?

16. Mat ngttai me 37 tuCh dOe than, da li hem vdi ngndi cheng

this hai hai nam throe, gap mot ngddi dim Ong hai thang trtidc, ho

da hen ho trong khoeing hai Men, bay gid chi dang phat hien chi co

thai, chi ta "Chi có bigt met bac si gioi nee co the pith thai cho tOi

khOng? Toi nghi tet se cam thdy tdt hon thau dO la ngtiai chi gidi thieu".

Cau hai lam sang to yin de: Chi main cam thdy an than hon ngu gap met bac si cO kinh nglirem trong viec nay va gift bi mat cho chi ha?

53

17. MOt ngtieti ta nang thon ra ThU do lam mat tong viec vai Mang thiM c1' tin v6 cho gia dinh mien Trung, anh ta clang a; vat lOn 414 du chi tieu, anh ta noi:"Tai sao co quan nay killing lam viec buei tth nhi? Toi phai nghi viec a den day, the la mat di met phan thu nhap".

Cau hOi lam sang to van c16: CO phai anh muen not anh phai Tau tranh de nghi viec va den day khong?

18. Mat ngaai hang :Mtn dang Op ban gIup anh ta giai quyOt van cI6 cua minh, anh ta n6i: "Tai lai bi trieu tap lam nghia vv. Anh co the viet met hue thu not la ten khOng thip hien duet vi phai den day hang tuan khong?"

Ulu hai lam sang to van c16: Anh muen ten viit met brie thu veli to each la ban hoar hang x6m caa anh hay vei Or each la nhan vien CTXH ern anh?

TOM TAT

Chuang nay da de cap den nhcing ki nang quan trong trong thve hanh true tiep. Nhi.ing Id nang nay bao gem viec lang nghe, thigt lap cac dieu kien thong qua viec sit dung sv thin thong, st,t the hien quan tam tich cue, sv hoa hop each sit dung ki nang thuat lai, tom tat, lam sang to va ki nang dat eau h6i. Tam quan trong tha viec nhan ra, sa dung the giao trap phi ngOn W va nen ngit cif chi de hieu, then dat su hien tinh hveng ena khach hang cling da dude chti trong va nhan manh. Vi du ye the Id nang cling ad duos cung cap. Phan ket thtic cua ehuong la sV phan tich ve cac tau hth Socrat e6 the dirge dua vao qua trinh giai guy& van de

54

Chuang 2

KIEN THUC VA KI NANG DANH GIA

So Iuoc vS qua trinh danh gia tinh hu6ng trong Gong tan x5 h6i Danh gia tinh hugng la met nhiem vu vO ding quan trong d6i vdi

nguai lam tong tac XH. Thong qua qua trinh danh gia, ngttai lam tong tac xa hei có thd nam dune nhung van dg lien quan den tinh trang hien tai cUa khach hang, vi du nhu: tin sit, tam trang, tam li, mo hinh Wong tac trong gia dinh cua khach hang, ttu diem, nIntoc diem... Thong qua nhang phat Men dO nguei lam CTXH c6 the the dinh met hiking digu tri dung dAn, hop Ii cho khach hang cua minh.

Met so dinh nghia ye qua trinh danh gia trong &Ong the xa ha:d

Qua trinh danh gut dupe nhin nhan nhula mOt qua trinh (a process)

Theo Farley, Smith va Boyle': - Qua trinh danh gia gnip tim ra met laying digu tri linh hoat, phu

Mtn tuy theo tong trtking hop, tinh hugng dva tren nhu eau va sv khhe bit Milta cac ca nhan.

- Qua trinh danh gia thita nhan met thud to la mOi tinh hugng có dac thing rieng va vied lap kg hoach dieu tri can xem xet tat ca cac you t6

lien quart

- Qua trinh danh gia dude thgc hien met each uyen chuyen, linh hoat.

- Qua trinh danh gia thay ct6i khong neing tii Mc bat dau cho do hic legt tllc.

Qua trinh danh pie dupt nhin nhan nhu la mfit son phim (a product)

Rauch (1993) cho rang danh gia tinh hugng la met san ph6m:

- K@t qua cim qua trinh danh gia throe nhap vao he sd caa khach

hang. KM qua nay bao

' Farley, 0. W., Smith, L. L., & Boyle, S. W. (2003). Introduction to social work (9 th ed.)

Boston: Allyb and Bacon.

55

+ Van ban xac dinh tinh trang caa khach hang + Ban phan tich cac nguyen nhan, cac you t6 lien quan + Ban xac nhan + Qua trinh hinh thanh

Quo trinh Minh gia vela la mat qua trinh, vita M mot son phial Theo Siporin': —Danh gia vita la met qua trinh vita la met san phaim cua su am higiu

ve tinh hugng ma teen cd sä do cac hoat deng gitip dd se duct thue hien. Pincus va Minahan 2 : —Trong sugt ca qua trinh, nhung ngudi lam CTXH lien tut danh gia

tinh hinh va sau do quygt dinh nhiing viec can the hien va phudng phap thuc hien nhUng viec do nhu thgnao.

Co se li 1u6n cea qua trinh danh gia tinh huffing

Ngoai kha nang thigt lap met mei quan he \TOoi khach hang, ngudi lam cong tac XH can phai co co se li luan phir hap d ig có the giai thich duos hanh vi cila con ngudi cong nhu su Wong tac gida cac he thgng xa hal va ddi song con ngudi. Ngha ding tax XH can sit dung rat nhigu li luan. Cd sä li luan sci dung trong CTXH rat rang, vi vay del hai ngudi lam CTXH can phai có MI6 nang tong hop va am hik nhigulfluan khac nhau. Khai niem "hanh vi cila con ngudi va mei tnieng XH" dal hOi su hiL bitt sau rang vg tarn li hoc va cac ygu to' sinh li khac cling nhu nhigu he thgng Wong tac trong m6i truang lan loot toe thing dgn ctrec song con ngudi. De" danh gia dude tinh hugng cila khach hang met each thing dan, nhung ngudi lam ding tat XH can co cd so 11 ban viing yang, tren cd sa do h9 co thd co nit ra duce nhiing van dg mau chgt, hoac tit do ho co dinh hitting re rang bin de" hik khach hang dm minh.

Th6ng thuang ngudi lam cong tac xa hei se danh gia cac the rot cila khach hang qua met hoac nhigu li ban khac nhau.

Nhung ngudi lam cong tac XH phai nhan bigt va higu rd li luau ma ho dang ski dung trong qua trinh danh gia. cua minh. Qua trinh danh gia con

' Siporin, M. (1975). Introduction to social work practice. New York: Macmillan. 2 Pincus, A., & Minahan, A. (1973). Social work practice: Model and method. Itasca, IL:

E. E. Peacock.

56

doi hai nab lam cong the XH hieu diiOc rangy Wang, ki nang va cac budc danh gia deu xuat phat to nhting Si Wang da (Woe dp dung va phat trien trong nhieu nam.

Met y'eu t6 khac trong qua trinh danh gia lA ski cong tac chat the lab khach hang trong viec phat trien muc float va cac philong tien de dat diNc cac muc tieu do. Can chi% ST rang cac muc Lieu nay phai xuat phat W qua trinh danh gia va di the thay del trong suet qua trinh can thiep. Chinh vi vay qua trinh danh gia can ditOc xem xet nhu met qua trinh lien tqc. Neu trong qua trinh can thiep ma khach hang dat &toe met s6 thanh cong, co the LI ban than ho se nhan they can phai dat ra nhung muc tieu cao hon.

Ba nhiam vu chu ch6t caa qua trinh danh gia

Thiel lap quan 14 vol khach hang

Co the nhin they rat Hi rang rang a bat ki cap doo nao kha nang thigt lap met mSi quan he th4c su chan thanh vdi khach hang luen la dal hal thiet yeti d6i vdi nguei lam cong tae XH. Trong qua trinh danh gia tinh huang, viec tao dude mSi quan he gan gai vdi khach hang gill vai tre dac biet quan trong. Ngnai lam cang the XH can gitip khach hang ciaa minh tin Wang rang minh dang tInic ski quan tam den he va luen c6 gang a hik chicle cam inic, hanh vi cang nhti tri giac aim ho.

Thuc to da cho they de thiet lap met m6i quan he gan gui vdi khach hang khong phai den gian va de dang. Vi du &Ma day cho they rang ngued lam cong the XH can biet kien nhan va. Mon san sang a m6i quail he khhch hang - ngitai lam cong the XH phat tries theo htiOng thuan Ili cho khach hang caa minh.

Vi du: Gerik, mat hoc sinh 16 tuai, dupe gidi thieu udi Jauon, !theta vien

CTX11 vi trong that gian gat?. day Gerik da dcinh Ian udi bon, gap rtic rot

trilling oa cau be nay da titng bi cdnh sat bat gill va tat phd hocti cac cong

trinh van haa. Gerik den gap Javan theo yeu cdu caa cdnh sat. Javan del red

thPn trong de' Gerik tie sap '4 lich cho cuac gap dein tien mi dawn can di

cho cOu be nay to not ra cam xac caa minh. Sau do Javan vein to ra Wit

thodi mdi ua de nghi gap lei Gerik mat dip khcic detrao del mat ccich cat and

va ratting kha khan cact eau. Tuy nhien khi Gerik cam nhan duck rang

dawn dang thpc sit tang nghe can to yet loon san long lam viec vai cOu udi

57

mat thcii dO it than thtinh, cat ma thi eau be nay tha''y sd heii. tv bcio ue minh eau nhely len yei het to: "Chou khong can bit ki mat sit gitip dO new

ed'. Co ye nhu Gerik ngcti at mat mai quan he than mat, grin gui. Javon win td ra reit binh tinh. Anh noi udi Gerik rang anh son sang lam yiec odi tau

yet anh se danh mat tieng nizSi tucin trong yang vai thcing cho Mee do. Lai

mat Mn nita Gerik nth cciu eau di ra khOi pheng thing sap cera

Hai tuan sau, Javon goi Bien cho Gerik noi la anh min danh quy thiti gian not &en cho eau ya anh hi (tong eau se din. That ra Javon ding khong eh& lieu Gerik co din hay khong trong cuac hen tiep do, tuy nhien eau be dci deh. Sau vat phut xa giao, Gerik dd the to yol Javon rang khong mat ai

quan tarn den eau nhu quan tam din mat ngttdi binh thuMtg vet eau khong biit pheti eu xet nhu thinao udi mot ai do to ra quan tam den eau. Javon nghi eau be gitip der anh trong quci trinh ddnh girt tinh hiang ei a tau de anh co the hieiz rd nhiing eau dang phai trdi qua. Gerik kicho Javon nhieng

cuac ccii co Poi bit me ke" qua deing ceza minh, nhling beit binh d trithrtg vo daring n110 0 dilu, moi ngttrli cling quay lung lai vai eau. Chun hit, cank sat dirt phuong ltic new cang cho rang ho se tom dude real Bang phom tai gi

Javon der" thank tong trong Mee thiei lap mat mei quan he pin gui yeti Gerik vci co the citng cau bE tiers hank mat cuac ddnh girt tinh huong co nghia, dung thai du'a ra dude mat so mae tieu thu .c revel re' rang.

Cac mo hinh danh gia tinh hu6ng

MB hinh phat huy nOi lye Lea ngoai

Khi Ai) dung m6 hinh nei luc va ngoai nhang ngUai lam cling Lac XH co' the dtta vao nhien Cd eV li luan khac nhau. M6 hinh nay (Hinh 2.1) cho tlay viec tap trung vac, qua trinh tUdng tac gala con nglibi va hohn canh song cua ho dOng vai tro reit quan trong. M6 hinh nay gitip phat hien ra rang cac yen to not lvc va ngoai Mc la met rap hop cac sV kien tam li hoc va cac sli kien XH. M6 hinh nay con dua ra mat s6- co can (organizational structure) danh gia tinh Mang.

Farley, 0. W., Smith, L. L.. & Boyle, S. W. (2003). Introduction to social work (9th ed.) Boston: Allyb and Bacon.

58

N ( DOI Mang

Si" wing tac dm cac lacy

Hanh vi va cac suy nghi dat dacic

H1NH 2.1

Mht au diem caa ma hinh nay la tat ca nhang ygu td nOi lac va ngoai lac c6 thA dude ap dung cho bAt ki co sa If luan nao ma ngaai lam tang tac XH chon hp cho hating diAu tri caa minh.

Vi nhan Men CTXH clang can phdi gulp cto met thank nien,

anh to chon li Irian cua Erik Erikson. Nhit upy nhan vien nay có the' kit hop

cac yin t6 not litc vet ngoai lilt udi li luein cilia Erik di phcit trier' met li lu4n

cho met doi Wong rieng biOt. Neit met nguai lam CTXH mon theo huang tap trung vao diem marsh, anh to co the' dcinh gid cac yeu to nei lut vet yeit to'

ngoai lilt di phcit hiM tin. diem mkt khdch hang vet xdc Binh cdc ngudn co

the' he, try khdch hang Sat clack mite tieu dux minh.

Cac ygu t6 nhi lac va ngoai lac con lk ding Cu h6 trq dAc lac trong viec cianh gia hanh vi plate tap caa con ngadi. Gia thiAt cha ygu caa m6 hinh

nay la cO cac ygu t6 phat triers to ben trong tang ca the va W mei trukg

sag tac Ong len each ca an, each suy nghi va each cam nhan caa hy.

59

Ngu6n got chinh xac cua the yeti t6 nay c6 the se kheng bao gia xac dinh dude. Tuy nhien digu quan trong nit& la can phai nhan ra rang cac ygu to' nay luon ton tai va thong lien tue tac Ong van suy nghi, cam tic va hAnh vi dm con ngUili.

Do cac nIallm khach hang, skt tac deng qua lai trong the nhom khach hang va Si' tac Ong qua lai giUa cac nhOm khach hang vdi nhau rat da Bang va phong phu nen ngligCTXH da phai ddu tranh de c6 dude met mO hinh danh gia ca ban du danh gia nhigu yeu to khac nhau trong cuoc song. Me hinh danh gia cac ygu to nei va ngoai Mc don gian la met each de ca khach hang ]an nguoi lam CTXH xem xet car yeti t6 net bat trong dal song cua khach hang. Me hinh danh gia nay con rat huu hieu trong viec gitip met ea nhan nao do phat huy diem mash cua minh del xrt li cac rac roi trong cues song.

MO hinh cac yeu t6 nei Ipc va ngoai lift co l gang minh hoa met each sinh diing va ddn gian cac khai niem co ban v6 he sinh that.

Cric yeu t6 flea hie c6 the dude chia ra thanh ba nhom chinh: sinh hoc, tam 11 (tinh earn, hanh vi, tri nhan) va tinh than.

Cae y6u Co ngoai lift gam halt nhom: xa 110 (gia dinh, ceng dgng, cd quan) va van hoa. Ngubi lam ding tac XH có the dan xen cac 11 luan khic khi dp dung me hinh nay. Ngoai ra ho c6 the kgt hop kign thric v6 hanh vi cim con nguai a bat ki linh vkic nao lien quan den dao tao chuyen sad va ca kinh nghigm cua minh. Tgt ca nhung digu nay dgu có the dp dung dgi vdi nhu du dia khach hang. Ngudi lam tong tac XH c6 the silt dung me hinh nay theo nhigu each khac nhau. MO hinh nay h6 trd rat nhigu trong viac danh gia va gidp de khach hang gill guy& r6c rgi.

60

iNai hfc Tinh cam Sinh hoc

\inh than

Ngooi Xa hQi Van hay

(Th Dal tttOng Twang tac caa cac lye

Hanh vi va cac suy nghi clot dagc

HINH 2.2: Ma hinh n01 va ngoai IVc

M6 hinh ap dyng cdc yeu td ngi luc, ngoai lyt %fa yang ddi

Wit van dg quan trong n8a trong ma hinh nay la khai nigm vOng dot.

Cac nha li luan trong nganh khoa hoc hanh vi cho rang có nhiing giai down

trong qua trinh Oat tri6n cita con ngthi during nhu la phic Min yoi tat ea

moi dai Wong.

61

rNOi Ivo Su thgp kern Su but bOi S2f lo Igng

1;4 lvc Twang hoc B6 during Carib sat

061 Wong Twang tan

Goa cac Icfc

Hanh vi fiat' cyc Hung hang vial nguai Ian

HiNH 2. 3

phan loci don gian bao g8m: thai nien thieu, thai thanh nien, trtaing thanh,va tu6i giA. Erik Erikson (1963) da" c16 xuat phan loai gam

tam giai doan Ghia tren if thuye't co ban cila Freud. M6i giai doan, ong xac Binh mot tro ngai that ski ma mai ca nhan phai \nick qua a at age mot cal tei lanh manh. Cac do tu6i cho m6i giai doan ding vol cac far roi nhgt dinh dude chia nhti

(1) Tin Wong va thigu tin Wang (0-1 tu6i)

(2) ... Va ski xl.0 116 nghi nga chinh mink (1-3 tu6i)

(3) Su khfch le vi tai 18i (4-6 tu6i)

(4) Kha nang tap trung va thigu tap trung (7-11 tutli)

(5) Hinh thanh ca tinh va nham lan vg ca tinh (12 — 18 tit& - Vi thanh nien)

(6) Si rieng 0.1 va ski ce der (18-22 tu6i)

(7) Bilk tridn va dinh tr'e (23-65 tu6i)

(8) Ban nga va tuyet vong (65 tu6i Aril len)

62

Cac giai clop caa cuoc dbi

8. Ban nga phat huy day do (65t) 7. Kha nang sinh s6i (23-65 tu6i) 6. M6i than mat hang to (18-22 tu6i) 5. Ca tinh phat hien (12-17 tu6i) 4. Skf siting nang (7-11 tu6i) 3. Kha nang bat dau (4-6 tu6i) 2. Skitkitri (1-3 tu6i) 1. Su' tin cay (0-1 tut)))

•

Hanh vi va suy nghi dat &lac

H1NH 2.4. MO hinh bigu dian nQi Iuc va ngoai Ric

Mac dao dog do tu& di kern voi tang giai doan gitip nguoi doe It& tinh dude de tu6i cna met ai do a tang giai doan phat trik nhkt dinh. Phan loaf caa Erik dac biet hien qua khi duct kgt hdp vOi me hinh danh gia theo ygu tgnei va ngoai lktc (xem hinh 2.4)

Neu dat sd de cac giai doan trong cuec det tren me hinh danh gia nay, nail lam CTXH ye the can nhae, xem xet r .ac r6i caa mot ai do theo align

httOng keet hop, co to chile. Vi du, met dila tre hoc lop ba tItueng xuyen bi nhac nhe ve tei kh6ng

tap trung va khong hohn thanh bai tap. Cau be duce giai thieu vet nhan vien CTXH. Sit dung me hinh danh gia y6u to not hie va ngoai li e, nhan vien nay co the dat ra cac eau hal sau day:

63

1. Can be nay dang d giai doan nao? Nhiem vu phat trien quan trong nhat cho dfa tre trong that diem nay la gi?

2. Lieu cac yeu U6n6i Ittc, ngoai hie ye su ke't hop cac ygu to nay co the la nguyen nhan gay ra cac rac tea kitting?

3. N'gu nguyen nhan la do cac 36u MI* lug gay nen, rac reei chit yeeu narn a yeu t6 tam ii, tinh cam, sinh hoc hay tinh than, hay la sti ket hOp cac ye'u to nay. Lieu co phai vi cau be nay cam thgy that \Tong, chan clueing va dieu do lam cho eau be chan hoc. Hay eau be co van de ve mat nen khong the doc bai duos? Hay la cau be nay co van de ye tinh than do tin nmiong ton Mao va van hea trong gia dinh gay nen?

4. Ngu nguyen nhan la a cac ngoai lue, ligu co ghat cau be nay dang gap rac rie a gia dinh vi b6 me vi phai song trong gia dinh mai genn nhieu dal tuong khac, hoac la vi mei Biking so-rig xung quanh khong an Win, nhigu xung dot dien ra? Neu xet ve mat van h6a, fie fel cila eau be co the la do bee me cim eau be nay chi sit dung tieng Tay Ban Nha a Mil, va digu do gay kW)" khan trong vies hoc hottn town bang Wang Anh cga eau d truang.

64

I Hai Igo -ft

Tinh then: Dda tre co lo ling

rang Chita se thing ghat khi no

m sai khong?

Tmh cam: Dua tre co cam glac bi than kern khong?

Sinh hoc: afa tre có van de gi

a mat khong?

4 Ngopi lVc

Xa heal: Oita tre có phai ddi

oho vai xung do, t gia dinh khong?

Van hoa: Oda tre co vah de song ngCt phai del

oho khong?

ID6ituang: Mat d'Ua tre

• Hanh vi va suy nghT dal &Igo

HINH 2.5.

Me hinh danh gia dye Von tam li hoc ben nga va phan tam hgc

Lemma (2003) cho rang mot s6 vain dg can phai &No danh gia theo liOu phap phan tam hoc. Vitec danh gia theo me hinh nay bao gom:

• each nhin nhan fac fel holm tinh hu6ng cua khach hang

• mite dO dOng co caa khach hang

• thigiei nOi tam va chat Wong caa cac mati quanh8 cua cl6i tticing

• dac di8m va ban chat cua mei quan he khfich hang - nhan vian CTXH

• mang hidi lam vice sari có cho khach hang

• cap dO § thfic cat t8i caa khach hang

65

• de kgt hop sieu ca nhan ma khach hang da trai qua

• ban chat ena cd chgbao ve ma khach hang ap dung • milc dd phat trien cua khach hang so vol cgu true nhan each • each khach hang digu tigt anh twang • the trang caa khach hang • dac diem van hoa, truygn thgng, di San va cac yk t6 lien quan &la

khach hang

Do trong each daub gia nay c6 mat cac phuong phap tigp can phan tam hoc va tam li do, ng hoc ban nga, each danh gia se mang tinh lien dei nhigu hdn , va can MI guy& dinh cua ca nhan vien CTXH va khach hang xem phadng phap tigp can nao tot nkat. Theo nhung nhan Binh can ban caa hoc thuygt, de nhung chgn Hafting tam 11 dude thuc ski lanh Ian tra lai, nguen cei caa van dg phai duac giai quygt. Do do trong tam dau Lien cua cac phuong phap danh gia phan tam hoc va tam 11 hoc hoat &Ong la qua khii.

Mt nhigu y Wang ciia. Freud va cua cac mon de tam 11 hoc ban nga caa Ong van con dude si dung a pham vi nap do a ding viec danh gia trong CTXH. Nhan dinh caa Freud ye anh twang sinh hoc va ban nang de'n hanh vi con ngtibi do xa hOi ki6m soot coy nghia to Ion trong viec nghien ctu qua khU hoat &Mg xa hOi cna khach hang. Mac dh con nhigu diem gay tranh tai v6 hoc thuye't ka Freud, chUng c6 da chi ra rang nhigu nhan vien CTXH tham c16 qua khti cna khach hang de xac dinh xem van de nom a dau. Cling co bang chang ch6 thgy nhan vien CTXH van quan tam den su phat trien thanh cac giai doan cua cac ca nhan. Cac S7 Wang vg cac giai doan phat trien do Erik Erikson', met hoc Ire ena Freud gioi thieu, dude s& dung Ong rai trong CTXH bai chting gitip rap trung vao nhung yang phat triers quan trong trong nhung giai doan tuoi nhgt dinh. Mac du Erikson su dung rat nhigu y Wang caa Freud, song Ong ta c6 han chg lai nhung xung lye sinh hoc ban na'ng va trigu cluing than kinh va tap trung vao chgt luting mang tinh thich nghi va khOe khoan cua ca nhan. Ong ta ding tin rang nhan each trong qua tninh phat trim dm con ngtiai (Woe dim tren "qua tninh bigu sinh", trong do nhung nhiem vu nhan each nhal dinh phai dude thug hien a mot di) tu6i nhgt dinh n6u ca nhan can phai tip thu nhiing ki nAng sang

' Erikson, E. H. (1963). Childhood and society (Td d ed.) New York: Noton.

66

quan trong. Ngu cac Id nang nay khOng &roc tip thu, khach hang can phai dude tro gulp de tai tigp thu, nhO do cac hanh vi sai chic nang tha ho chicle giai quygt. Gia tri cua cong trinh ciia Freud trong danh gia da lien tue br thach thfic. Vi du, nguai to chi dung n6 a tap trung vao cac suy earn, hay cac hanh vi sai chfic nang va thutng la di diem manh cim khfich hang. NO cling dficie chta tren rn6 hinh tri lieu co phOng doan vg sa ton tai caa mgt vai benh li ce ban. Hon naa cac me hinh phan tam hoc truygn thOng c6 chg de digu tri quy dinh gam cac thai ki thigt ygu, va do do matt thuan vol y lenh cham sOc da cho. Lqi ich hang dau tha cong trinh nay la th tap trung vie tam quan trong caa ban nga, gia tri oath viec khan sat qua khi de xac dinh nguan va cac tim nang ha tiro san cc the khach hang va the dinh do huu dung eith vies xem 'cat vai trO cita cac ygu to sinh li trong the trang cua khach hang.

M6 hinh danh gia dya tren li thuyel hanh vi hoc

M8 hinh danh gia dua tit It thuygt hanh vi hoc can nhac hai van dg chinh. Trude hgt la the hanh vi do khach hang the hien. Lieu khach hang c6 hung hang, c6 xung luc, hay lanh darn; lieu ho cO to ra chain chi lam nhiem IN hay kitting, ho c6 chU y rang nghe chi clan khong hay (tau 6c ho dang bi cac kith thich khac chie'm hit ch6. Nhung hanh vi nay vA nth:111g kha nang khac, &roc xac dinh la hanh vi dich hay la hanh vi IA trong tam tha sty thay deri (tang thong hay lam giam hanh vi dtla tren muc dich mong raugn dat duct)

Met khi hanh vi dich chicle xac dinh, nhan vien CTXH se xac dinh vach bien cho hanh vi. Viec nay se dot hot phai do tan suit, cueing do va/ hogc dO dai lau cith hanh vi dich. Them vao do, viec danh gia ding can can nhac nhung yin dg dang thy ra trong mei truing cua khach hang, (lac biet la nhung gi xay ra trudc va sau hanh vi dich.

Xac dinh dude hai pham vi quan trong nay, hanh vi dich va nhung hanh vi ke tren, kg &ton cith ne, nguai nghien cuu hanh vi hoc can tim ra dtioc cac plutOng phap danh gia nhfing digu kien nay. Merrell (2003) da xac dinh ba pham frit Chung cua viec quan sat va ghi chop lai ve hanh vi. Cluing bao gam quan sat to nhien, quan sat luan suy va to theo dot

Pinking flap quan sat tts nhien trong danh gia vg hanh vi la ohm:mg phap true tip nhat. Nguoi danh gia quan sat khach hang trong

67

mei truang 'et/ nhien caa ngtiai do ma hau nhu khong can thiep hay neat quang. Nhang mei truang din hinh có the 11 dua tre trong nha caa no, a twang hoc khi dang chcli tren sari hay dang tham dg lop hoc, hay dang duct trong gia ban ngay. Mac da ski co mat cila rived quan sat co the anh huang dgn each phan ung cua khach hang, qua then gian, ski co mat nay se it anh huang di va anal quan sat se nhap dude vao he thgng

Phtiring phap quan sat lain suy la cach danh gia nham tai tao lai gang sat thkic tee cang tot. Hau hgt gang viec nay then ra trong van phong to van, trong phong thi nghiem (ngu dO la met nghien eau), hay trong met heti canh khac nao do. Bai do la ski tai tao lai cac ski kiOn trudc day, viec nay ti6m tang van clg dinh kien, cho du co cha y hay khong. Khach hang clang kith phan vai v6 tinh hugng nhat dinh nao do va ham ST va each ho se ca xa. Trong boi canh do, ngtioi digu tri có kha nang thay dOi hay dinh huting ski thay clgi hanh vi nham the dog Etch cue cign khach hang. Digu then eh& trong phuong phap danh gia nay la viec tai tao lai nhung digu kien tang gigng bel canh tzi nhien tang ttit. Vi du, neu hai anh em met nha hay danh nhau vi ghen ti rang ho throe b6 me quan tam klieg nhau, nhung digu kien caa mei truang gia dinh (ghg, de' choi, nhung vat dung khac) can phai duct be tri trong phOng to van cAng giting that cAng

Pinking phap tti quan sit ban than gitip khach hang to biet each quan sat va ghi lai hanh vi dich caa minh. Sau do ho duos chi dan tign hanh viec quan sat de va ghi lai hanh vi caa minh trong met quang thai gian nhat dinh. Met thuan lcd cua phuong phap nay la no có the phai hap dude cac suy nghi caa khach hang lai Arai nhau, ma nhung suy nghi nay chinh la can ca cho viec danh gia co sa dung lieu pilau hanh vi-tu duy, dac Met la khi viec danh gia co lien quan dgn chang hay tut gian, lo au va tram cam caa khach hang. Tinh tin gay cua phuong phap danh gia nay phu thug° vao viec quan sat va ghi chop cac hanh vi cling nhu la cac thay dgi trong hanh vi co chinh xac hay khong.

Hoc thuyel hoc theo phin xe va phuong ghat) danh gia Cot hoc gia not bat trong linh vac nghien euu v6 hoc thuygt phan xa

da phat trien quan them rang khi chting ta quail sat true tigp nhung thay dgi mong muen co dude trong hoat clang caa met khach hang, cluing ta phai nit ra thielc nhan xet rang met phan xa hoc hanh vi, met qua trinh bign dea

68

W duy da dien ra. Noi each khan, nhiing ngttai ma c6 kha Mang thay /lei phan ung cua minh del sok met van de hay met boat cac van de da hoc chtOc each hanh eh& co hieu qua Min.

Cac nha tam 11 hoc hanh vi da cung cap met quan diem tich cue hon cac hoc gia phan tam hoc boi ho khang Binh rang van de namo chinh hanh vi thich nghi sai, hoac bi Ha loan chit no khong phai la met trieu Chung caa met can benh tigm an nen ca. Va nha do, ca nhan chi can kh8ng hoc hanh vi thich nghi sai do va/ hoac la hoc met hanh vi &mg chile nang hon de giai quygt duct van

Coe phuong phap danh gia trong CTXH c6 the sii dung cac li thuyet oda cac nha tam li hoc hanh vi. Cac hanh vi ng6 cim khach hang can chide

htu y trong bat cif met qua trinh danh gia nal). Thong tt.t nhti the, khai niem bat chit& hay lam matt cung can dude Ink than dho khi khach hang

co su mieu to nhiing ngttbi quan trong trong cuec king caa khach hang. Cu& cung, qua trinh danh gia trong CTXH can chn trong den nguyen tac hoc bang phan xa ve haat deng xa hOi ma Cho rang cac kich thich ben trong va ben ngoai lien tuc Wong tac via nhau de tao ra kha nang thttc hien chile nang tam li hoc o khach hang.

Phuttng phap danh gia dtp tree Ou phap to duy

Lieu phap tu duy quan tam dac biet dgn cac suy nghi cua khach hang. Vi the phuong phap danh gia dun troll lieu phap tu duy nham vao viec xem xet cac suy nghi va cac ma hinh suy nghi caa khach hang. Lieu phap to duy tap trung nhieu hon vao trai nghiem mat xay ra va nhUng dieu 06 trong hien tai bin la nhang trai nghiem trong qua khit xa cith khach hang'. Do do, phuong phap danh gia nay ea dinh &tang ve "bay gia" nhieu hon. Theo quan diem do, Simos da chi ra met vai huh vuc ma notli digu frit e6n xem

xet trong suet qua trinh danh gia ban dau. Qua trinh danh gia ban dau nay gitip dua ra met danh sash cac van de co ban ma khach hang trai nghiem trong thai gian gan day. 13ao gam:

• Mgi quan he tong tat

•mth quan he vai nhung ngtthi quan trong, yea gia dinh va ban be

Simos, G. (2002). Cognitive behavior therapy: A guide for the practicing clinician. New York: Taylor & Frances.

69

• Nhang mang Judi quan he hien Miu va the he thong h8 trd • Viec tu bgi &tang elikt be; hay sa dung chit kith thich • Mac dQ hoat clang the ehal

Mt nhigu nhan vien CTXH ap dung li thuygt to duy da sa dung viec xem xet chang tram cam, tuyet vong va lo au do Aaron Beck phat trien. Viec xem xet do giap nhan vien CTXH thigt lap dude vach bien de vg tam trang hay tinh cam eim khach hang. Willis va Sanders' da cho rang, su danh gia bao gem viec hieu day du the trieu chi:Mg Men tai va cac ygu to tim an, cho phep dinh Mang viec digu tri met each r5 ret, thigt lap met vach bien do ma to do kgt qua digu tri Wong dei eh the do Ming dude.

Judith Beck (1995) thi gdi Y rang a chuin bi cho dot digu tri dau tien, nhan vien CTXH xem xet viec khach hang HI nhin nhan vg ban than obit the nao. Viec thara khan chin tri thiu dho co vai tro rat quan trong trong viec lap kg hoach digu tri co hieu qua bai vi theo DSM, nhang rgi loan trail true met va true hai chi ra kha nang au dung lieu phap tu duy da Bang. Viec luu tam den the vin dg Men tai, viec lap chat nang hien tai, the trieu Chang va lich sa hanh vi gan day cho phep nguai digu tri hinh thanh dude nhang higu bigt kith gnat ban dau va phat triers dude met kg hoach can thiep. Sau do, nhan vien CTXH lai tim kigm thong tin cu the vg nhang van dg hien tai.

Willis va Sanders (1997) khong xem xet vied chin tri theo DSM la met bade can thigt trong qua trinh danh gia. Ho cho la mac dish cua danh gig khong phai la "Mt ten" hay "chin dotal ra" vin dg ena khach hang ma de dat lode thga thuan sdm theo tang digu khoan se digu tri trong qua trinh 118 trd.

Pinking phap danh gia dua tren lieu phap to duy tap trung van cac trai nghiem hien tai va qua khit gan, xem xet met each cu the each that khach hang thus Men chile nang xa hei trong the bgi canh khac nhau cith cuoc song ho. No cho phep th6a thuan ban Mu 4 during &tang can thiep co the duet ap dung sau do. each danh gia nay dija tren viec "khach hang nhan thite, hien va quy gan § nghia cho su kien nao do nhu the nao". Nhan vien CTXH co the quan sat a rut ra each mo hinh to duy caa khach hang

Willis, F., & Sanders, D. (1997). Cognitive therapy: transforming the image. Thousand Oaks, CA: Sage.

70

vg can tinh hugng song caa ho. Li thuyet nay e6 ich cho \dee hieu li do tai sao hai nguoi nao do có tong met tinh hugng nhu nhau, vi du nhit dang rang nghe xdp caa minh gap Y vg vik tai thien cling viec, lai cat nghia su

vi'ec do met each khac nhau. Met ngttai thi cho la su vi'ec do la mot thach that tich cue nh'am gitip ding ty phat tri6n, trong khi clO nguei kia lai hieu cuec trao de;i d6 theo each lieu cue va nham a de doa nhan vien.

CO le met trong nhung ang dung thus to nhat caa phuong phap tigp can to duy la trong vies xem xet ehang tram cam. Day la each hik qua trinh bi tram cam met each thus le. Nguoi di6u tri xem xet be ba to duy. flutel dau tien trong b'y ba d6 la qua trinh suy nghi thigu tich cue ma khaeh hang da hoe dude hay "that tries rang ban than ho lien tun chi toan chita nhung digu tieu cue ma thoi. Tha hai, nguoi bi tram cam nghi rang "th6 gidi" dang del xa bat cling vdi minh. Va earl Ming, ngttai tram cam tin

rang hoan canh bi dat cua minh se ti6p then khong thd Mang trade dude.

Met khia canh khac caa phticing phap danh gia dim tren li thuygt to duy la vice xem xet eac suy nghi caa khach hang a bigt cittOc do e6 phai la "nhung meo m6 to duy" pho bign nao (TO khiing (Beck, 1995). Sau day la danh sach 12 meo mO tu duy dien hinh:

• Suy nghi hoac-tat-ea-hoac-chang-sogi (xem xet tat ca moi ehuyen a cac thai cue hoac la cue tgt/ hoar' hao hoac la cue t6i thigu sot tham tg)

• The tham hba can su vice (chi doan Wong lai hay nhin nhan Wong

lai theo chigu httong 'eau)

• Loai tra tat ca nhung gi tich cue (tu nhu rang nhung die& pham chat tot dep/ tieh cue chang co nghia gi ca.)

• Lap luan earn tinh (tin vao cai gi do chi bid vi ban "cam thay" la digu do thing trong khi loaf tra thong Ca d6i lap lai digu do)

• Gan ten goi cho moi tha (gan ten goi cho ban than hay cho %Mai khan)

• Ph6ng dai/ danh gia a mac t61 thieu (tit danh gia ban than, ngttai khan hay tinh hugng - phong dai mot each kheng thuc M nhung digu tieu ale hay danh gig nhung digu tich cue a mac tgi thieu)

• Hieu su tee theo kik sang lychrilu trong h6a co lua chyn (chit Y qua nhigu den met chi tie't lieu cue don le, trong khi lig qua Man be bgi canh)

71

• Cho rang co the doe &toe suy nghi caa ngudi khac (tin rang minh bigt dude ngtati khac dang nghi gi ma chang can xem xet nhung kha nang khac)

• Khai quat h6a qua mac (ve ra met kgt luan tieu cpc tren Ca tinh hugng hien tai)

• Ca nhan hoa (tin rang nhung ngttai khac dang xa ski tieu cue vi ban da not hay lam digu gi do ma kh8ng can xem xet the h do khac nao ca)

• Si dung nhigu cau nen/phai (co nigm tin vao vigc moi chuyen phai/nen dien ra nhu thg nao, khi ma cac digu kien kh6ng dude dap ung thi lai doan dinh sai vg mac de tai to caa kat qua)

• Co tam nhin nha during ham tai (chi nhin thy digu lieu cue) Phacing Oat) danh gia chia tren li thuygt to duy rat hau ich trong

CTXH vi no gulp nhan vien CTXH nhay earn hun trong vige xem xet nhung 16i to duy va nha:t quail trong nhin nhan cac mo hinh to duy co the co a khdch hang cila minh. Viec chi ra duct cac van dg vg to duy cling se ging tim ra eau phoing phap digu tri de co the 118 trO khach hang khi ho hoc each nhin nhan thg gidi khac biet so vdi trade.

Phutlng phap danh gia lay d6i twng lam trung tam Khai nigm lieu phap lgy dgi taung lam trung tam do Carl Rogers phat

trien da ce met anh haang lon dgn viec digu tri va danh gia trong CTXH. MO hinh nay khang dinh rang con ngtibi co khuynh hiking to hien that hoa kha nang ban chgt cua ho. Rogers khang dinh tip rang ngu bau khang khi giva ngitai digu tri va khach hang co the hien ski taring clang hay sit than thuc, ski quan tam tich tile, sv cam thong, khach hang se co the lit hien thuc hoa cac suy nghi, earn gine, hanh vi cim minh thanh hanh vi mang tinh chat nang hon.

Mac du clueing hiking cim hoc thuygt nay thgng nhgt vdi yeu cau cart CTXH, eau ygu to then chgt tronatiCing }along lgy clai Wong lam trung tam mau thuan vdi cac phttOng phap danh gia truygn thong cna nhan vien CTXH. Diem mau thuan chinh la dg xugt ciia Rogers rang khach hang se co kha nang tit danh gia ban than neu co dude mdi quan he digu tri tot. Quan diem nay ham y rang nhan vien CTXH khOng nen hoi, theo khugn mau

72

danh gia, hay et). bat cu hanh deng gi lam anh }Mang dgn qua trinh thigt lap m6i quan he do. Mau thain thif hai xay ra a viec nhan vien CTXH c6 gAng

xac dinh van de' that re net. Rogers chit ygu phan dOi;vai tro aim ngudi digu tri trong viec (Iva ra nhiing danh gia mang tinh chuyen nghiep, dtia ra Lien luting vg van ire cua khach hang, chi clan khach hang theo bat c3 each nao. Quan diem nay trai ngulc vol nhu cau danh gia von rat thtfang thay trong

da s6 eac linh \Ric CTXH nhu IA phtic loi gong cling, site khae tam than egm cling d8ng, lao h6a va digu chinh nhilng sai l'ech vg tam than - tam h.

Mac du ca nhilng han chg tren, tam quan trong cua vice uu tien thi'gt lap mai quan hg tich cue yei khach hang ritiOc Kau hgt cac nhan vien CTXH

chap nhan. Turing to nhu vay, quan niem rang khach hang co kha nang va

di sue tign tin so hien attic Ma ban than (Woe tong nhan reng rai trong cac

tai lieu vg CTXH.

Me hinh danh gia dtta teen li thuy6t he th6ng

Li thuygt he thgng, vdi so nhan manh vao viec hieu mei Wong lien

giva cac he thgng va mai truang va cac tieu he thiing, da sung cap met mO hinh digu tri phu hop voi trong tam vg con ngtfai-trong-moi-truang cua

CTXH. Nghien cuu cim Carol B. Germain trong viec phol hop cac linh 111.1C

thuygt he thgng va quan diem sinh thai hoc da di sau vac van itg cac hee, thgng hanh vi khac nhau. Phudng phap tip can vg he sinh thai cim ba

da tap trung vao nhang trao giila con nguai va mai tritang aim ho. Nhung 11 thuygt vg cac he thgng va he sinh thai da to ra hilu ich doi

vOi viec danh gifi trong hnh voc CTXH bat cac 1f thuygt nay gitip nguai digu

tri xem xet hanh vi ena khach hang trong b6i canh cac he thong. Khach hang 65 the cai thien chifc nang hanh vi cua minh nhigu Mn bang each xac dinh xem he thging hanh vi nao sai chile nang va sau do tac deng thay dfii

flitting he thOng do. MQt hi'eu qua khac cua li thuyeet he thong la quan niem rang ban than

con ngttai la met he thong via cog tigu he thong dam nhi'em cac chile nang nhu he tilting "sinh hoc", "tinh cam" va "tarn linh". Cac tik he thgng nay Hale hien chile nang la bi? phan nhan each con ngliai va can (Woe ghi nhd

khi nhan vien CTXH tign himh danh gia. Cac van dg caa ca nhan co the xay ra a bat cif cap de flex) nhu cap de ca nhan, nhOm, tong &Ong hay cac he thgng xa hQi Ion hon.

73

M6 hinh danh gia dua hen cac thirn?nh nhan each

Quan diem vg gee the manh cua ca nhan gifip nhan vien CTXH va khach hang tap trung vao viec s>t dung cac the manh do de giai quye't cac van de cuee sling.

Quan diem ve cac the manh nhan each' cung cap cac nguyen tac chi dao gulp cu the h6a each nhin nhan hAnh vi con nguai theo met each rat khac Met. Nen tang cua If thuyet nay cho rang cac ca nhan ve lau ve dAi se khac plum chide cac van de cim ho nett ho dude h6 try xac dinh, tim ra va sii dung cac the manh, ngueln luc san co trong ban than va mai trdeng cua ho. Tuy nhien, 5 ; twang don gian nay cling duct met sal tee gia cho IA 06 mat lieu cue. CO ngdai cho la quan diem vg the manh cua cac ca nhan la quan diem kha khan va thin gian, rang quan diem tren phit nhan ode thanh tuu trong tam li hoc tri lieu va ngn tang kign thfic y sinh hoc cung cac me hinh then tre. Day IA met each nhin nhan dang ti6c vi cac hieu Net ve the manh nhan each khong phai la phan de trong viec dieu tit DO chinh la phan quan trong cUa giai phap dieu tri. Mo hinh danh gia dua tren cac the manh ca nhan giup nhan vien CTXH chuyen trong tam xem 'cot Van de, trieu chitng va bia)u hien lam sang. Ho se tap trung tim hieu cac the manh cua khach hang, nguOn luc &la ho va nhung thanh cling da c6 cua khach hang. Me hinh "ROPES" tim hieu the ngu8n, cac 11,a chop, cac kha nang, cac ngoai le va cac giai phap ("resources, options, possibilities, exceptions and solutions") dtidc Graybeal 3 phat tries. Cling vdi nam yang sue manh nay, m6 hinh cua Graybeal cling xac dinh chide diem trong tam can nhgn manh cling nhu cung cap nhang eau hOi cu the gitip nhan vien CTXH va khach hang xac dinh eau tra lai cu the. Hop du6i day xem rat va the hien cac 376u t6 trong me hinh dieu tri cua Graybeal.

Weick, A., Rapp, C., Sullivan, W. P., & Krishardt, W. (1989). A strengths perspective for social work practice. Social work, 34(4), 350-354. Saleebey, D. (1997). The strengths perspective in social work practice (Ti d ed.). Ney York: Longman.

2 Saleebey, sdd

Graybeal, C. (2001). Strength-based social wor assessment: Transfonning the dominant paradigm. Families in Society: The Jounmal of Contemporary Human Services. 8, 233-242.

74

ling dung m6 hinh ROPES

• Non& Idc (Resources) - trong tam tim hieu cac ngu6n lit cOa: (1) ca nhan, (2) gia

dinh, (3) mOi throng xa hOi, (4) to' chit, va (5) tong deng.

Cac cau hoi bao g6m: Ban c6 cac nguan/ hay he [Wang h6 try cOa ca nhan, gia dinh,

ban be hay ton giao, cOa to' chac, hay Ong clang, v.v. nao?

• Cac life chon (Options) - trong tam tim hieu cac Ida chon hien tai, nhan manh vao lila

chon cOa dal tudng.

Cac cau hal bao gam. Ban c6 cac ngu6n hien tai nao giOp ban co dude su lua chon

Mut hien nay?

• Cac kha nano - trong tam tim hieu vg cac kha nang Wang lai, nhan manh vao tri Wang tonna, set sang too, tam nhin tuung lai.

Cac cau hai bao Ban da bIng dinh this lam gi rasing cht.ra c6 lam &roc?

• Cac ngoai 10 - trong tam tim hi& xem c6 10c nao da van de Sing da tin then tat ho0c

khong han la van a can di6u tri nhu hien nay. Cac cau hOi bao g6m: Da co Ian nao trong ddi ban khi cac kho khan nay khong han IA

van de can dieu tri Ma hien nay khong?

• Cac giai phap - trong tam IA say thing cac giai phap, khong tap trung vao giai quyet

van de ngay.

Cac cau hai bao gam. Ban dang c6 giai phap gi chtla va ban c6 the' c6 giai phap mdi

nao khong giai guyat van a nay caa ban?

HOP 2.6

Qua trinh danh gia dua tren cac the manh san co cim ca nhan co the plai hop v6i kha nang phuc hoi nhanh cua nag. benh. Kha nang play h6i nhanh ena ngudi benh (Resiliency) la kha nang trong do ca nhan co the Owe hgi hay tt.i digu chinh khi bi sue ep nao do, tham chi ngay ca khi h9 a

trong nhUng truang hop khO khan hay dea mat v6i nhUng hoan eanh twang ehitng khong the vuot qua ndi. Digu quan trong la khi nhan vien CTXH tiers

hanh danh gia can ghi nhd khdi niem kha nang to phuc hoi nhanh caa

khach hang, xem xet kha nang do cimg viii viec xem xet the he thong hanh vi caa khach hang.

Khai niem resiliency da dude cac nha nghi'en matt nhti Garmezy' va Werner Ira Smith' ghat triers. Ho nghien eau nhung tre em van co kha nang

Garmezy, N. (1991). Resilience in chidren's adaption to negative life events and stressed environments, Pediatric annals, 20.459-466.

2 Werner, E. E., & Smith, 14. S. (1982). Vulnerable but invincible: A longitudinal study of resilience and youth. New York: McGraw-Hill.

75

lap chile nang va Huang thanh tgt ngay ca khi elning sing trong nhung gia dinh ngheo kho cang eve hay bi me co the yin de rar e rea rilut nghien rdeu hoac mac benh tam than. Ashford, LeCroy, va Lortie l dal tgng kgt eac phgm chit ca nhan da gitip nhung dela tre c/6 ching lai nhung trai ngang trong cuec ddi caa chting.

• Do la nhung dem tre eh' eac ki nang xa hoi tot, chting c6 tam trang Lich cue va la nhung dua tre than thien, de gan. Nhung nguei khac thueng tinning men chting.

• Chting co kha nang tudng tae va them gia voi nhung ngitei khac. Chting tiep can va tudng talc voi nguai len ben ngoai gia dinh Ket qua la chting thueng &roc they co glen, ho hang, nguei trong tre va nhung nguei khac Ong vien va he trd.

• Chung co nhung kha nang gill quygt yin de. Kgt qua IA ehting bigt tv cha va suy nghi cho ban than.

• Chong eo nhung mei quan tam eu the va thuang co 6c sang tao tit.

Kha nang di olive hen eang duce gia dinh nued &tang, bii dap. Do la nhung gia dinh may man co dude mang luUi h8 trd v6 tinh cam ena xa hni hay co niem tin ton giao manh me. Nhan vien CTXH can xem xet kha nang nay trong khi tign hanh su danh gia va eang can giup gia dinh hay ca nhan khach hang xem xet cac the manh ben trong vein eh caa ho hay nhung the manh ma co the da dude phat tridn trong qua trinh lam viee vei nhan vien CTXH.

TInieng thi khi nhigu khach hang tim den van phong to van oha nhan vien CTXH, ho dal bi nhieu ngttai thueng xuyen bao rang ho la nhung nnei ehang ra gi, rang ho khOng clang htieng nhung gi da co, rang ho chi la ke thit bai, vo tich sp. Xac dinh ra three va nhin manh dude vao the the manh eaa khach hang khOng chi glop nhan vien CTXH giai guy& yin de voi

khach hang trong tudng lai ma no con gnu') khach hang nhan ra nhung phgm chit tit dm) van ton tai trong ho de' ho bat dAu nghi ve nhiing pham chit do voi to each IA nhung tai san chu killing phai la nhung cai ho dang thieu hut. Trong qua trinh xac dinh the thg manh eaa ca nhan, nhan vien CTXH co the can chid ST da. e biet den bat cif vioc gi ma ho thiy khach hang caa minh lam duck tit dep. Nhan vien CTXH thUang thiy rang h9 thueng

Anderson, I. (1997). Social work with groups. New York: Longman.

76

xuyen chi ra nhang net tinh each ho5c hanh vi tich c4ic du nha nhat hay don gian va n14thl manh vao can net tinh each hay hanh vi do. Dieu nay c6 thg c6 nghia la nhan vien CTXH nhan dinh rang khdeh hang den de duct he trd - va day la met buds di ce dinh htteng

Cowger va Snively' da phat triers nhiing Intang clan sau cho viec danh

gia dua tren the manh cith khdeh hang:

1. Ltiti Y hang &Au den each hieu cua khach hang v6 cac eti kien th4ic

t6. Quan diem ceia khach hang ve tinh hu6ng, nghia ma khach hang quy gan cho tinh hu6ng va cac cam gide hay tinh cam c6 lien

quail den tinh hu6ng do IA trong tam da viec ddnh gia.

2. Tin vao khach hang. Dieu cot lei trong quan diem v6 cac the

manh la met ni6m tin sau sac rang khach hang la nhang ngtthi

Bang tin cay...

3. Kham pha nhilng gi khach hang mong muen. CO hai khia canh ma khach hang mong muen c6 the ed eait len met thea thuan giva nhan vien CTXH va khach hang. Dau tien la khaeh hang muen va by vong gi ii dich vu he trd nay? Thu hai la khach hang naueen chuyen gi se xay ra trong mei quan he gicia khach hang veil tinh hu6ng hien tai cua nguoi do.

4. Chuyen viec danh gia ve phia khach hang va ve viec danh gia the manh tinh hu6ng. Hien nhien la luau c6 nhcing trd ngai ca nhan hay trd ngai tinh hu6ng d6i ved viec giai may& cac tinh hu6ng kho khan... Thg manh cua khach hang la phdang ties de giai quy6t cae

tre ngai nay met each sang tao.

5. Dua ra danh gia v6 the' manh da chieu. Vi'ec danh gia da chieu can dude phat huy trong CTXH. Viee dieu tri dua tren quan diem v6

the manh co nghia la nhan vien CTXH phai tin rang cac the" manh va cac ngutin Luc de giai quygt met tinh hu6ng kh6 khan nam ngay trong cac ki nang lien nhan, deng hie, the manh tinh cam va kha nang to duy mach lac caa khach hang. Cac the manh to ben ngoai co the la W mang ludi quan he gia dinh, nhung ngitai quan trong khfic, cac t& chic tinh nguyen, cac nhem eeng deng...

Cowger. C. D., & Snively. C. A. (2002). In a Saleebe (Ed.). The strengh perspective in

social work practice (3"'. ed.. pp. 106-123). Boston: Allyn and Bacon.

77

6.sa dung cach danh gia nham ttm ra diem di biet. Tam quan trong caa diem di biet va viec ea nhan hOa da dude Meyer (1976) xac dinh la: "Khi met gia dinh, m'at nham hay met ding deng bi ca nhan no dttoc nhan dien qua tinh di biet caa no, mac du rang no clang co diem chung voi cac Ong deng Wong to nhu no".

7. Sit dung lai not cua khach hang. Cac thuat nga chuyen nghiep v6 khoa hoc xa hei khong phii hdp in% phuang pita') tiep can trong danh gia dua tren viec hap tac giva nhan wen CTXH vi khach hang.

8. Dila ra danh gia met hoat d'eng chung gicia nhan vien CTXH va khach hang. Nhan vien CTXH có the toi thieu hem su mat can din v6 quy6n luc giaa nhan vien CTXH va khach hang bang each nhgn manh vao tam quan trong caa cac suy nghi clang nhu nhu cdu caa khach hang.

9. Dat tdi stt thth thuan chung va viec danh gia. Nhan vien CTXH Wang nen ti6n hanh danh gia bi mat. Tit ca nhung danh gia bang van ban can phai duct chia se WO khach hang.

10. Tranh viec de 1oi. Danh gia va de l& cho can gi do co the bi nham lan vdi nhau. Viec do" 16i la viec di kem song hanh vdi su suy thohi trong mo hinh ctigu tri.

11. Tranh to duy nhan - qua. Viec phan xet chuyen mon va cac gia thiet va nguyen nhan co the la each diau tri gay hat ldn nhit d6i vdi klitich hang.

12. Hay danh gia, dung ce chin doan. Viec chin tri khang bao gid Wang thich, phi.' hop vdi quan diem digit tri bang the manh. Viec chin tri duck hien trong hoan canh mac benh If, su suy thoai co ban, va viec nay Iai dua tren quan niem chung va hien time - viec xac dinh cac tinh hu6ng mang yin de theo met each thac gi6ng nhau.

Cac mo hinh danh gib khac

Ngoai nhung nte hinh danh gia dua tren nhiing quan diem li thuyeet cu the, chi-Mg to thKy con co nhieu mau danh gia phe bi6n khac. Phan ti6p theo caa chttong nay trinh bay met s6 me hinh mau ma chting t6i tin la ngudi dieu tri can hieu, dac biet khi ho ph6i hop vdi nhung chuyen gia thuec the linh yip khac.

78

Cach danh gia bing viec lip th6ng ke va chin doan

Ban cdm nang thong ke hoc va chin tri del vdi thing r6i loan tam than (Diagnostic and Statistical Manual of Mental Disorders - DSM) da dude xuat ban Ian dau vao nam 1954. Do la phien ban khac dm clan Cdeh

phdn loci quth to th the bqnh tqt (ICD), ban in lan thit 6, co bao g6m he th6ng phan loai do TO Chic Y to The gidi sit dung. Trong cuen do, WTO da de cap lan dau tien den thing rth loan tam than. Khi DSM-III due xuat ban nam 1980, cu6n sach da co nhung thay dth so vdi hai Ian phat hanh dau. Lan dau lien he thong chin tri da true dude thuc hien ding vdi plating phap tip can phi li thuyet trong viec phan loai cac rei loan. Trong tam dude (tat vao viec mieu to da, c diem che rth loan, ma kh8ng hg cb viec mien to can yeti to la nguyen nhan có the co, ngoai trit khi co thing cd ro rang a xac dinh do la nguyen nhan (Chang han raw thing dien cuing do mat Wh v6 mach matt nal) gay ra). Hon nua, DSM kheng gdi y cac hinh thitc diet' tri.

DSM-IV-TR the hien 16 kidu danh gia de dieu tri chinh, trong so do cif) danh gia ve r6i loan có lien quan den chat kith thich, rth loan tam trang, rth loan sti lo Lang, r6i loan tam than phan each va cac thing r6i loan tam than khac roi loan nhan each. Trong mei met kieu rth loan tren, lai co tim thay nhung rth loan cu the. Vi du, a chitng rth loan tam trang co tram cam, rol loan Kiang cue I va IL DSM het ke va mieu to nhung dac diem nth bat phan biet kieu r6i loan nay vdi nhUng kieu khac.

Ke tit lac ra dal DSM-III, met he thong danh gia da true da chick rip dung trong linh vile site khee tam than. Muc dich la dam bao viec danh gia thau dao ye khfich hang khong chi d nhiing rth loan vg tam li hay r6i loan bOh tat, ma ea rth loan nhan each, cac dieu kien chaa benh, cac van de mang tinh tinh hueng, kern theo met phuong phap hay met thang danh gia mile do thkic hien chile nang tong quit cda mOt cl6i Wong. Trdc I la "nhung rovi loan lam sang". Day la nhitng rth loan chinh, ngoai frit thing cham chap tam than va chfing r6i loan nhan each, co xuat hien khi di kern vdi cac "(lieu kien khac" co the la trong tam theo dth vg mat lam sang.

Tren true II la nhung rth loan nhan cash VA thing cham chap tam than. Co the they ri5 cd che phOng ye n6i bat a day. Muc dich cua viec tech rieng hai thing rth loan nay la dd dam bao rang thing dude danh gia la nam trong lieu chi danh gin chung.

79

True III nham the hien bat ki dieu kien y to nao eó lien quan den cluing rgi loan lam sang. NO cling gitip cho viec dam bao chc n6 luc digu tri cho ca hai: benh tat va Ka loan than kinh. Cac dieu kien benh tat se có the anh huang true tigp den chiing tea loan than kinh, nhu trong trdeng hdp bi nge doe thu6e digu tri clan den chiing hoang Wang, hay cac tae deng gian tigp nhu trong truang hop mac chiing viem kilo') man tinh kern theo tram earn.

True IV cling liet ke cac yin de mang tfnh tinh hugng va tam If quan trong gay anh htfong den chfing rgi loan than kinh cUa met dOi Wong, viec digu tri hay kgt cue dia su viec. Cac of du co the la viec ly than hay ly hen, mat viec lam, ngheo khe, Chia ly do nghia vu quan su, viec lam dung gi do, viec mat di met ngUdi than hay viec thigu then Kt he trd cua cOng Nhan vien CTXH, nhiing ngitai theo quan diem lay del tUdng cu the trong tinh hugng lam trong tam, dip tren true nay co the can thi'ep giup de khach hang dude tot hdn.

True V cling dude ke den nhu la met each danh gia mite thtfc hien chile nang tong the cUa del 'hieing. Cac mile de duct tinh tren Thang Danh gia Chile Wang Phe vat (Global Assessment of Functioning — GAF) (APA, 2000). Cach xgp loai the mac do Ethic hien chile nang dude tinh Loan theo hai lieu chi. Trude het no dua tren mite do tInic hien chile nang "hien thai" cua khach hang (hay mile de quan tam den viec thue hien chile nang trong hai tuan vita qua). Mile dude danh gia lan dau nay dude so sanh vdi mile de dude danh gia thu hai, ye nuic de thue hien chile nang cao nhat cua khach hang trong met vai thang ena nam vita qua, vdi gia thigt muc tieu diet' tri la h6 trd khach hang gianh lai dude mile de chile nang cao truck day. Cach xgp loai mile do thtic hien chic nang cling co the dude sit dung de danh gia su tign be caa khach hang trong viec dieu tri.

Phudng phap danh gia lay nhi§m vu lam trung tam

Phudng phap nay dude sit dung trong rat nhigu cac boi canh va rat khdp vdi me hinh giai quygt van de. each danh gia nay ye cd ban la mot be chi clan each danh gia va that hanh digu tri, von rat hilu ich cho nhan vien CTXH. Phudng phap nay dude phat trien de gitip nhan vien CTXH Hen hanh tong viec dieu tri ngan gon trong khoang thei gian gidi hen. Phudng phap tigp can nay trd gidp khach hang VA htiong dan nhan vien CTXH trong viec dinh hinh nhung nhiem vu ma khach hang mong moon se hoan

80

thAnh (KW a có the? giai quy6t mat van cre. ca nhan vien CTXH va khach hang sau do co the lap ra met thoa thuAn hay met kg hoach hoat deng vg vigc hoan thanh nhigm vu nhu the nao giai toa mot van d6. Khach hang

va ngitoi digu tri can lap ti6p mot thOa thuan hoax mot ke hoach ntia vg vigc hoan thanh nhigm vu rant thg nao. Cau true co ban dm each danh gia lg.y nhigm vu lam trung tam dude mieu to trong tac pham cua William Reed nhu sau (1978):

Cong viac tier' hanh ban dau va tiep sau do deu dude dva tren co sa chac nang thiet

yeu cua viec (lieu tri nh5m giup giap khach hang den dint vOi cac giai phap cho

ntaitig van de tam Ii-xa hQi ma ho xac dinh &roc va hi vong giai quyg. Tac nhan can ban cua sit thay khong phai la nhan vien CTXH ma la khach hang. Vai tra cua

nhan vien CTXH la gitip dd khach hang lap ra di6u eau Uric va sat) !Ong thus hian

nhiem vu a dal dude dieu cau ubc de.

Qua trinh danh gia trong vige digu tri theo &tang hudng nay ea vai tra rat quan trong vi chinh to day. cac qua trinh giai quygt van dg bat dau dude thkic hien. Nhang ai dang phai (tau tranh va tim dgn nhan vier' CTXH

code syl h6 trd phai t>t danh gia dude tinh hugng cua rieng minh, vdi sti trd giap cua nhan vien CTXH, va ho cling phai to xac dinh cac nhigm vu ho can

hoAn thanh de tai thien tinh hinh cua minh. Trong tam cua giai phap danh gia nay nam ngay trong kha Wang giai quy'6t van de cua d6i ttiOng.

Trong vigc he trd lgy nhigm vu lam trung tam, nhan vien CTXH tap trung cha ygu van rarang gi ma khach hang xac dinh la co van dg. Cong vice h6 trd mang tinh ngan han va có thg de clang dtiOc nhan vien CTXH ve. khach hang danh gia.

Phuting phap danh gia su lam dung chit kich thich

Gigng nhu cac me hinh danh gia khac da chtoc thao luan trong chudng nay, me hinh danh gia vice, c lam dung chat kich thich doi hai st,t can nhac va met se; ki nang da, c biet Griffin (1993) cho rang muc tieu cua vigc danh gia s1,1 sit dung chit gay kich thich tam than bao gam:

• Xac dinh xem có sa dung chat kich thich hay khong, a muc do nao, voi catang do nao.

• Xac dinh xem chat kich thich thuec loai nao.

• Khang dinh xem qua trinh sit dung chat kich thich da keo dai chicle bao Mu.

81

• Tim hieu xem lieu co su rgi loan tarn than nao kern theo viec dung chat kich thich khting.

• 136 tri bien Oat) digu tri thich hop. Griffin Mu y rang khi danh gia viec sit dung chat kich thich, nhan

vien CTXH can to y thdc vg thai do cila rieng ban than ho vdi ma 'hay va viec lam dung ma UV. LuAn if va thai de the' ghat co the gay tra ngai dgn viec dinh gia hanh vi cai nghien caa met ca. nhan. Thai do khong phan xet cua nhan vien CTXH co vai tie dac Met quan trong trong viec xay dung mgi

,...quag he tot vdi met nguai nghien.

Cie can hin trip tip la yeu t6 chi chgt trong viec dash gia nay. Thong finking, met nguai lam dung chat kich thich la bac thay ye che giau ye phi nhan viec co Ming ma ttiy. Hepworth, Rooney, va Lasen (2002, tr.227) gai Y rang khi phOng van khAch hang, nhan vien CTXH nen thing than va tim kigm su tra lai Cu the cila khach hang de khong dinh ye viec lam dung chat kich thich cfm ha. Ha giai thich ti mi rang "viec hOi cac tau hai gion tigp co khuynh httang khign khach hang lang tranh, thodi that va cung cap cac eau tra led khong hau Ich" (tr.227).

Khi nhan vien CTXH danh gia cac ca nhan dang nghien ngap, ye ben ngoai caa khach hang co the cung cap cac clan mot chi mile do nghien ngap cilia ho. Nhang ygu t6 nhtt thigu ve sinh, viec deo kinh ram de che giau do'ng to hi gian, hay each ho c6 che giau cac vet kim tiem met each khac thttang se cung cap cho nhan vien CTXH nhung thong tin quan trong. Cac bao cao phi them tii nhang nguon tham khao to cac thanh vien da gia dinh, bac si, ngttai lanh dao hay he tilling tea an cang can nhan manh.

Phutng phap danh gia nhang nguti cao hied

Khi s6 ]king nguai gia trong xa hei gia tang, nhan vien CTXH co the chicle yeu tau tign hanh danh gia nhang ngriai cao tu6i do va goi y cac bien phap cai thien chat lacing song cho ho trong qua trinh lao hoa. Mc Innis-Dttrich l cho rang:

Qua trinh danh gia nham thu thap thOng fin da dang vg chat !Liana song ye mat tam- sinh-xa-hai cog mat navel gib trong m8i biting cern ngddi d6 khOng chit& quan digm dig ngddi danh gia ma con tit ce quan digm cog ngdoi cao too) da Cach danh gia

' McInnis-Dittrich, K. (2002). Social work with elders: A biopsychosocial approach to assessment and intervention. Boston: Allyn and Bacon.

82

tam-sinh-xa-hai hiau qua phai la mot qua trinh clang va Wong tac Ian nhau. Qua trinh nay c6 sir dung den chuyen mon &la nhan vien CTXH vol td each la ngUesi nghien

Cal hanh vi con ngadi va nhCMg hidu biet °Oa chinh nhang ngiteri gia ve kha nang sinh ton va phat triOn trong mei trUdng hien tai. Nhang thOng fin thu ludm &lac trong qua trinh danh gia chide sit clung xac dinh xem dich vu 136 trd nao, lieu co, co th4

lam cai thiOn duoc chat lUdng sting cho ngUdi cao tuoi.

Cling phii nhan ra rang cluing to can danh gib" ngttai cao tu6i kern theo gia dinh cua ngitoi do. Bai vi co nhigu ngubi cao tuOi tim den yea dich vu h8 trd trong hoan canh can throe cham soc site khge the chat ma th6i,

nen da tiing ton tai khuynh hUdng sit dung mo hinh chila benh truyen filling lam khung nhan thfic trong viec danh gia d6i Wang nay. Ned each

khac, theo dUong htiong ho trd do, sue khae cila nguai cao tuth do dude danh

r6i Ice dun thu6c, va ti'en hanh Bien phap sap xep cuec sting nhlim song

COI hon. Nhan vien CTXH dieu tri khach hang cao tu8i can nhan ra rang tham chi ngay ca viec ke don thu6c cling doi hOi met phtidng phap tie') can bao gem ca viec nghien din ve ngitoi cao tu6i va gia dinh ci'm ngitdi do. Vi du, met nguoi cao titer khong sari long hay khong co kha nang ueing thu6c dung gio dung each don nen khong et.) sit giiip do cua gia dinh ngtkii dky.

Phtiring phap danh gia nguoi cao tuoi doi hOi nhan vien CTXH xem xet met dai quang phe cira nhung lue tac deng tam-sinh-xa-hei. Kelley- Gillespie' da phat trim mot me hinh danh gia bao g6m sou link vile chinh

trong mien song: lanh manh trong quan he xa hqi, lanh manh trong tinh trang the chkt, lanh manh trong tarn li, lanh manh trong to duy, lanh manh trong tam linh va lanh manh trong mai trMing song. CO the thaty re

la nhieu linh \arc ke tren ggi len nhau va co tac clang fan nhau; tuy nhien chting co the gulp nodi dieu tri tap trung vac) nhiing linh yip quan trong

nay khi ha tign hanh qua trinh danh gia. Cach tin hanh cao the nha

nghien c3u trong linh uric iao hOa co viec ap dung cac tong cu do lifting khac

nhau de xac dinh re hon nita linh we tren Ira cung cap cac chi sot dinh tinh

va dinh Wang vg tat ca nhung gi dang then ra trong M91 linh vuc song ciia

ngtioi cao tari. Bac biet, phttOng phap danh gia ngtteii cao bath d day la pinking phap

'Lien can Loan dian. Cal logic rang can gift met ba cu 92 tuo'i trong nha

' Kelley gillespie. N. (2003). Perceptions of quality of life of the elderly. Unpublished doctoral dissertation. University of Utah, Salt Lake City.

83

throng nhu nghe chang hop 1f lam, nhung khi tlafc so xem )(et cac cam giac cua ba co, tim hieu moi mat ye chit Wong sing dm ba cu thi có the dam bao se la tit nhit neu IDA cif duoc quanh qudn trong nha. Vi du, ba co Verna, 92 tu6i, sang trong ngei nha caa minh Min 50 nam, 30 nam coil cila thai ki do ba sing trong canh goa chang. Be co luon thfch thu trong viec tai cham soc ngoi nha va cai san nhA cua minh, cho tai 10 nam gArt day khi ba bi mat thi loc. Gia dinh cfm ba co mail be Cu ye sang vdi ho, nhung ba co khang khang doi sing trong ngoi nha caa ba ma HIM. Rd rang rang ba cu can su gill's do asa gia dinh trong viec don dep nhA caa, cung tip ngan Wong thpc , cham soc manh san va ho san long chip nhan trach nhiem do. BA Verna rat bang long có cluoc sO gitip da cua ho va luon co gAng lam gi do.

that Hai cktc cho nhilng ai da tang gitlp ba.

BA Verna da phat tri6n tit ca cac kieu "ha trd" trong nhA de tv gifip minh time hien dticic auk nang sing. BA sap xep da dac de de di chuyen quanh nha ma khang bi yip nga. BA a thfic An a nhfing ndi nhit dinh trong to lanh va trong chan, nha do ba có the dang tim ra difoc khi ba can de chain bi bua an cho ban than. BA con a danh mat hap se-co-la mot ndi da, c biet dAi khach den than hi

Be Verna co mat khii ung Hai ndi ml mat va dude chuyen den benh vian de phau tin*. Cuac phau thuAt danh diu su khai (Tau trong viec xuing die vg sue khOe cisa ba co, ba cu dude dua vao trung tam cham soc sue khae khi ba rai khai b'anh vien. Sau mat thai gian ngths a do, ba cu dfit khoat doi ve nha minh. Sau hai ngay ve nhA, ba cu bao cho gia dinh biet le ba "da san sang de ra di" va ba da ra di that yen binh trong ngoi nha cfm rieng minh vdi ca nha vay quanh ba.

Viec danh gin vg nguai cao tu6i doi hai nhan vien CTXH s& dung Loan 1)0 ki nang cua minh ve nguai cao tutli va gia dinh oua nguai do. Gong viec danh gia co the trd thAnh tong viec Ming cot a ha trd ngUai cao tuOi cam thiy dtteic fiat) sue va viec danh gia nay IA phan cua qua trinh quyit dinh chit luting sang cho ngtibi gia.

Phgong plat danh gia nguy co tgtg

Vin de to 0,1 duang nha dang gia tang trail town the' gidi va nhan vien CTXH eths nam ro cac me hinh hanh vi cim cac ca nhan dang co 5i dinh to tit Rit nhieu nguai trong nguy cd thi to co gap kho khan a thai the iu, trong

84

thdi gian thanh nien, va trong thdi tre. NhUng van dg khong giai quygt dude NS the phat trier' dgn dinh diem cUa nguy cd to

Co le khong co each danh gift nao kilo khan hdn la c6 xac dinh tigm nang to tii eim mot khaeh hang. Nthing nguai digu tri e6 kl nang thuan thuc phai nAm dude cac chi so' nguy co to tit, bat ke nthing gi khach hang do n6i. Nhung cha diem not bat do mot ca nhan mugn to tii bee IQ ra du/611g la

mot cam gide vg so tuygt vong va su thofii lui earn chin. Hai hanh vi hay dude bieu hien hdn ca la khong co kha nang ngn va bi sat can. Beck va &Ong

eo (1979) m8 to cac Oran Ung cua khaeh hang co nguy co to to nhu sau:

• SSng khong cony nghia gi nna. Tea chang eon gi de trong ngong ncta.

• Tea thth su khong chin thing dude I -lila. Tai chua bao gid en the hanh thine.

• Tai dang earn thay that khg 8'6 va day la each duy nhat gitip tot thodt ra.

• TOi la mot ganh nang trong gia dinh va ho se dude sung stiOng hdn ngu khong c6 tth.

Nhigu chuyen gia tin rang cot Igi cua suy nghi muOn to tit co lien quan dgn cam giac tuyet vong va met su suy giam trong kha nang giai

quyet vgn Dg danh gia van dg nay, nhigu thang danh gia khae nhau da dude phat trign. NhUng thang danh gia not bat nhat xuat phat tii li thuyet to duy. Beck va Weishaar (1995) da liet kg mot vai thang danh gia thich hdp hon ea eaa ho trong nghien elk va danh gia tinh huOng tu tu.

Beck da phat triers cac khai niem li thuygt vg van dg to tit va each ngan than van dg nay. Digu chU dao trong kgt qua nghien citu aim Ong la van dg tuyet vong. NhUng nghien din dAi ki vg nhiing benh nhan digu tri nth trn va ngoai trn eó dinh to tit da tim ra With rang diem sO 9 va tren 9 tren Thang Dcinh gid Sit Tuy0 Vong Beck mang tinh du doan ve vide to to sau do. Si' tuyet vong IA met chi se; du doan nguy cd to t& &A dude chiing minh trong nhigu nghien cum vg sau.

Cong trinh aim Beck cling da tao ra mot that nhUng thang danh gia vg

su tram cam va so to ta, clang bun y hdn ca la Thang Kham Pha Su Tram

Cam Beck, Thang Danh Gia Y Turing Tu Tit, Thang Danh gia Quygt Tam T4 Tit, va Thang Danh Gia Su Tuyet Vong. Thang Kham Pha Sii Tram Cam Beck not tieng hdn ea. NO da dude sit dung trong hang tram dm

85

nghien eau va thaang xuyen Wide cac nhan vien CTXH, nhang nha tam 11 hoc, nhan vien vat if tri lieu sa dung de theo d5i mac de tram cam caa benh nhan va khach hang eila ho.

Them vao cam gide ve vong hay tuyet vong, the chi s6khac cling chi ra kha nang de doa ty tit Coe chi se' nay bao gam the lan thin ty to trade day, met kat hoach hien thyc nham ty ti, lich s& c6 nguai ty ta trong gia dinh, co sy lam dung chat kich thfeh va sy thieu the he thong he try. Nhan vien CTXH can dac biet chi

' den cac chi s6 nguy td ty tit Iran neu ho hinh thanh dude met boat nhang me hinh to duy cu the.

Ti 10 ty to 6 vi thanh nien va ngitai tre tuei dang gia tang met each day kich tinh trong yang vii nam vita qua, Thang Kham Pha Chang Cang Thang Tre Vi Thanh Nien (Adolescent Stress Inventory — ASI) da dude phat trien. Thang nay phan biet the tre vi thanh nien phai nhap vien vi this ty ta voi nhang tre nhap vien vi if do berth tat. Met quy trinh phan tich da dem lai tam hang liar phan biet cac cam glee caa ngitai this ty ta vi tuyet vong vg bluing lai nhu eau: cam giac tai kh8ng the nhan daye sy gulp da; c6 suy nghi ve viec ty gay ten nuking cho minh; cam gide ngitai khac la nguyen nhan caa van de' cua minh; khong they chic chain ve pham gia caa ban than; kh8ng e6 kha nang bee le re cam giac ca nhan; cd thai de lieu cyc clai v6i cuec sang; cam giac so hai; suy ughf ve' van de tinh duc dang quay ray ban than'. Them vac S mue tren, nhang ngttai tang that ty to cep bao caa ve cac van de saw viec trail hoc, viec sa dung ma ttly, slit dung rack'. Ho cling boo cao cac van de ye tinh yeu va sy hai hoa trong cuec sang gia dinh caa ho va van de giao tiep vdi 1)6 caa ho. Neu nhan vien CTXH xac dinh duct rang dai Wong de dinh gia dang cep nguy cd ty ta, ho phai sin sang cc( deng h6a he thong he trd caa khach hang va ha tri dinh gia vg tam than rai c6 the yeu thu nhap vien digit tri. Viec dinh gia nguy cd ty ta la viec kh6 khan b6i cuec sang con flak Mon gap rai ro. y Wang ty to di the la met lai keu eau del hOi phai ce dude hanh dog nhanh chong va c6 can nhae caa nhan vien CTXH. Ngttai dieu tri cling can nhan fink dude tinh hieu qua cua viec sa dung ca the bien phap sa dung thuac men va hien phap ta van trong qua trinh ngan than nguy td ty ta.

Hepworth. D. H., Earley, 0. W., & Grifiths, J. K. (1993). Assessing and treating suicidal adolescents and their families In J. B. Rauch (Ed.), Assessment: A source book for social work practice (ppl 91-103). Miwaukee, WI: Families International.

86

Vigo bgt dgu dgt muc tieu trong danh gia

Khia canh thu ba tha viec danh gia la dtia khach hang Mn nhiena vu dat ra nhang muc tieu thkic tien. NMI cid de. cap a phan (tau caa chtiOng nay, viec danh gia chtec xem kat la met san pham cimg nhti chicle Kern xet la met qua trinh. Trong tat ca cac ygu to tha qua trinh nay, khach hang can &lee khuygn khich elg tham gia day du vac) viec dat ra muc tieu hay phoong

hoax-1g ho mugn tien hanh trong hoot deng digu tri. Qua trinh dat muc tieu Uri the khac nhau duo tren co sa the li thuygt

khae nhau. Vi du vai phtiOng plthp trip can danh gin lay dgi Wong lam trung tam se cho pilau va khuygn khich khach hang hoan toan to dot lay muc Hen tha minh. PhOdng phap tip can danh gia hanh vi hoc lai dOi hOi có su tham gia tich cue hdn tha ca ngudi digu tri va khach hang trong viec xac dinh van de, sau do nhan vien CTXH se goi Y met kg hoach can thiep Cu thg de khach hang can nhac ltra chon.

Tat ca cac 11 thuygt va me hinh da dg cap dgn trong chtiOng nay c6

mot chit dg xuyen su6t tiAm an - khach hang phai chtkic tham gia day du trong vies dat ra muc tieu va phai hap cac muc lieu nay vdi co eau nhan

each cua rieng ho. Nhan vien CTXH se thay bile bei ne'u khach hang t3 chgi viec the dinh muc lieu. Nhung day ce the' chinh la 11 do tai sao khach hang

cO van de. can su 116 tro cua nhan vien CTXH. Nhan vien CTXH can flip tue

xay dking cac moi quan he vdi nhung khach hang do va c6 de hp dupe ttl do

11 qua trinh dat nave tieu digit tri cfra chinh minh. Qua trinh dat ra muc tieu la met phfin chinh tha kg hoach kit Link

can thiep, bat &lir ngay to giai down dau tien caa qua trinh digu tri. Dg thug cap chat Wong h6 tra, the ca nhan can c6 kha na'ng dat ra va thkic

hi'en dude mue tieu. ca khach hang va nhan vien CTXH can phai danh gia

ca inn va ngoai hie dang tac &ling din khach hang va lap ra muc tieu nham thay dgicac ho, thing sinh hoc, tam if hoe va mei trtiang. Ben canh viec tao ra su hth hop vol khach hang, qua trinh lap mue tieu di kern vdi viec 1pa chon bien phap can thiep va ki thuat can thiep 'Cinch hOp la trong tarn cila viec Hap hanh CTXH true ti6p.

87

TOM TAT

Chuang nay gidi thieu cho nhan vien CTXH khai niem danh Danh gia la mot phan thigt ygu caa CTXH va ea the' dude xem nhu IA moot sam pham va la met qua trinh. Dd la met qua trinh khi nhan vien CTXH Wong tac vdi khach hang; nhung tai thai didm din ra quygt dinh khac nhau, viec danh gift lai tra thanh met san phfi'm dinh Inking cho viec lap kg hoach true tip va can thiep trVc tigp.

Viec danh gia del hei nhan vien CTXH phai ce kha n5ng phat tridn met mgi quan he tong tac tgt dep hay su hoa hap vdi khach hang va su hidu bigt cac khia canh Ii thuygt hay me hinh ma ho dp dung trong danh gia. Nhiem vu danh gia cling to ra rat quan trong trong giai doan dan caa qua trinh lap muc tieu. Nhiem vu danh gia trong CTXH rat kh6 khan vi tong viec nay xa li nhung van dg con nguoi trong bSi canh xa hei ma ho song.

Chuang nay tang bao gem met mo hinh co eau don gian goi la tac Bong nei luc va ngoai lve khuygn khich nhiing nhan vien CTXH mdi vao nghg t6 chile qua trinh W duy cua minh trong cong vier danh gia. Nhung me hinh danh gia khac nhu la DSM, din tren sac manh, 1 .6y nhiem vu lam trong tam da dage gidi thieu vdi to each la nhiing phudng phap gitip nhan vien CTXH Ira sinh vien higu dude rang each ho nhin nhan qua trinh danh gia phai la st„t ph6i hdp cua nhigu Ii thuygt khac nhau, von tang ngay tang tra nen 016 bign hon.

Cugi ding, met phan caa chuong daa dude danh ye qua trinh lap kg hoach trong danh gia. Che ca nhan có van dg can ginp dd phai co met kitting khi rung tinh he trd va nhat quan dd &ship ho dat ra muc tieu &la minh va thuc hien chic nang sbyng t6t hon.

88

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

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

tigp tut tra phi tu van có nghia la khach hang cong nhan dich vu ma nhan vien CTXH cung cap la tot va phu hop. Thuc chat su thoa thuan tra Lien cho met dich vu lA mot su trao dei nguen Luc. Khach hang dungy tra tign cho dich vu ma ho khgng the tu minh cung cap va ngudc lai nhan vien CTXH se cung cap dich vu trong su hien bigt va chuyen mon cua minh. Mgt hOp long to van cling dude coi la it rang buec hdn mot hop deng phap

Cac ki nang phat tri6'n mot hpp d6ng to van Ndi Chung de dat duct muc tieu da dg ra hoac giai quygt van dg da

duck xac dinh, met hop deng to van giga khach hang va nhan vien CTXH thUang bao gem cac digu khoan eau:

1.Muc Lieu hoac van de can dude to va'n giai quygt. 2. Cach thge thuc hien. 3. S6 lan to van can thigt. 4. Phi dich vu tu van.

Buda dau Lien trong dam phan hop deng la xac dinh muc lieu ma khach hang mugn dat duct hoac xac dinh van de ma khach hang mugn tap trung giai quyet trong qua trinh to van. De bat dau thao luam nhan vien CTXH co the de nghi khach hang mg to chi tigt cac van de eua minh. Nhieu khach hang c6 the mg to cac van de cna minh met each a clang hoac khgng c6 gi ngai ngUng. Trong tam trang tut gian va bye bOi khach hang có the ke ra hang boat cac van dg eua minh, vi du nhu bi vo hoac thong hieu lam hoac khgng clanh gia &mg; mot Ong chit' qua (lei hui va khO hop tae; con trai hoac con gal narn ngoai tam kiem sok.. Doi vdi nhang khach hang khong the nag to cac van dg cUa minh met each a clang, nhan vien CTXH can tao didu kien bang each hoi han khach hang ve cac mat khac nhau trong cuec song cga ho vi du nhu cong viec, gia dinh, ban be, vv.

Nhan vien CTXH cung c6 the bat dau bang each bgi khach hang vg do ho tea gap minh va ho hi vong dat dude nhcing gi trong qua trinh to van. each nay dac bi'et hat ich trong viec xac dinh quan cti'ern cua khach hang va muc dich cUa ho khi di to van.

Ngu khach hang va nhan vien CTXH chi tap trung vat) van de can giai quygt thi qua trinh tri lieu &tang nhu se mang tinh tieu eve chg khgng phai la tich cue. Mgt each de lam qua trinh tri lieu mang tinh tich cue lion

92

la de nghi khach hang liet ke ra met seek muc ben ma khach hang muoh dat dude vdi sq trd gidp cua nhan vien CTXH. Cac muc lieu ce the bao gem cac hanh Ong, of du nhu quay Ira lai Huang hoc, hoe giao tigp met each có hieu qua hdn, theo duei met sa thich hoac tham gia vao Ong deng Haling qua cac hoat clang tinh nguyen. Met each khac d@ thigt lap mac tieu vdi khach hang la de nghi khach hang dUa ra nhang thay dei tich cue ma khdch hang mugn trong cuec song cua minh. Viec tap trung giai quygt theo httong Etch cue se lam giam di tinh tieu cue thlidng xtat hien trong giai doan &Au cua qua trinh tri lieu va day manh hdn Ma cac tin trien trong qua trinh to yen.

Trong hdp deng ttt van cling can ghi re cac each thitc ma nhan vien CTXH se gulp khach hang dat dude muc lieu va giai guy& van dg. Met bien phap tri lieu ph6 hien ma nhan vien CTXH finking thing la digu trf ve mat nhan thtic. Khai niem cd ban trong dieu tri ve mat nhan thiic IA ski tin Wang vao nhiing gi moi ngudi nghi vg minh se tac thing den viec ho cam they the nao va chfnh digu nay anh huffing Ion dgn hanh vi cua ho. Trong cuen "Digu tri nhan thitc ve ski bugn than" (1979), Aaron Beck Cho rang nhung nguati trong trang thai Mien than tIntang nghi vg ban than minh, ye the giai xung quanh va tudng lai cua ban than met each rat lieu cue. Vol phudng phap dieu tri nhan thitc, nhan vien CTXH gitip khach hang tim hieu each nghi cua minh thong qua vies xac dinh nhiing eau not mang tinh tieu cue va goi day la ygu to anh Intang den sai Lech trong nhan thite, ding thdi ginp khach hang et') nhCing each nghi tich cue hdn.

Khi Hen hanh phudng phap dieu tri nhan thdc, nhan vien CTXH thuong yeu eau khach hang hang ngay ghi chop lai cac can not mang tinh tieu cue va sau do diing nhiing ghi chop nay de kiem tra xem chting anh huong the nao dgn tam to va hanh vi cua khach hang.

Met phudng phap tri lieu khac ma nhigu nhan vien CTXH sii dung IA me hinh tam If citing hoc. Me hinh nay dkia tren quan diem: nhang gi met ngitai da trai qua trudc day trong cuec song cua minh, dac bi'et la trong giai doan the au va thoi ki tre con et) tac deng Idn den hanh vi cua noel nay a giai doan Huang thanh. Nhan vien CTXH khi sit dung me hinh tam li deng hoc se gitip khach hang xac dinh va tim hieu nhung trai nghiem trtidc day trong cuee song anh huang the nao tai hanh vi hien tai cua ho. Vi du met ngttai phu nd tre sinh ra va Idn len trong met gia dinh chi co me, khOng ce

93

b6 có the gap khO khan trong khi giao tigp vdi ngudi khac gidi. SU dung me hinh tam li Wing hoc, nhan vies CTXH cling co the gilip khach hang cila minh xac dinh duce cac co chg tii ve ma khach hang dang sit dung dg' del mat vdi thg gidi xung quanh minh, ang thdi kham pha xem lieu nhiing cd chg to vg nay mang Lai loi ich gi cho ban than khach hang.

Trong hop &Ong to van cling can phai ghi re seibutii tit van can thigt de co the dat dude muc Lieu hoac giai quygt /Woe van dg. Frau hgt cac trung tam to van gang tong va to nhan deo sit dung hinh ante tri lieu ngan han, trong do gidi han s6 Ian to van la tit sau dgn tam lan. Trong sugt sau dgn tam Ian to van nay, khach hang va nhan vien CTXH tap trung vao rime tieu hoac van dg ma khach hang da xhc dinh. Trong nhigu tritang hop, trong sugt sau dgn tam lan tit van có nhung tign trien (Ling ke trong viec gidp khach hang dat chide muc tieu hoac giai quygt clitoc van de. Vi du met cap vd cheng mugn giao tip vdi nhau met each co hieu qua hdn thi can phai dat dude nave tieu nay trong sau can tam both to van. Digu nay cling dung vdi ode muc tieu khac, vi du nhit hoc quan li ngan sash chi tieu 06 hieu qua hdn, lap kg hoach cho sV nghiep, cai thigh mei quan he gifia b6 me va con cai.

D8i khi van dg hoac muc tieu ma khach hang dg ra khong the dat duct trong veng sau dgn tam bugi to van. Trong truang hop nay co hai sV Iva chon cho nhan vien CTXH va khach hang xem xet Iva chon. Su chon thit nhat la tang them hai hoac met s6 Mi .& to van nua. Rat nhigu t& eh& c8ng Ong va to nhan ap dung Iva chon nay. Trong triteng hOp s6 buei to van khong the keo dai them thi nhan vien CTXH va khach hang sung ban bac de di dgn mot kg hoach de sau khi cham dtit hdp d8ng khfich hang van co the to than van Ong de dat dude rave tieu hoac giei quygt dttOc van dg. Trong kg hoach nay co the co cac hoat Ong vi du nhtt doe sach vg to gili quygt van dg tham gia cac chueng trinh gido due trong ding demg va met se.

hoat do, ng khac.

Chi phi cho dich vu td van cling co nhigu mite. 6 my met trung tam to van ding tong to van mien phi cho khach hang, dac biet la cac dich vu danh cho tre em va gia dinh, trong khi do có met so trung tam, vi du nhtt cac trung tam to van cai nghien ma tuy va rum" cling co cac mite chi phi khac nhau cho the dich vu. COn trong truong hdp khach hang phai tra chi phi dich vu thi muc phi thuang dttoc tinh dVa tren thu nhap binh quart dm khach hang.

94

Sau khi khach hang va nhan vien CTXH da thoa thuan dude vdi nhau che diet; khoan da hop deng, hai ben se di den ki kgt met van ban hoac chi thoa thuan bang mieng. Met sS nhan vien CTXH cho rang chi can thoa thuan bang mieng vdi khach hang la dude, sau do nhan vien CTXH se then eac chi tievt da thoa thuan vao mau van ban co san cua trung tarn to van. Van ban nay chinh Hi& hod thoa thuan cua khach hang vdi nhan vien CTXH va tra thanh he so tilting tin ve khach hang do nhan vien CTXH quAnli.

Met see nhan vien CTXH sau khi da thoa thuan bang mieng vdi khach hang se ghi lai thanh van ban co" eha ki cua cá khach hang va nhan vien CTXH. Viec ki vao van ban nay se the dinh cho ca hai ben la ho da chinh thitc rang buee trong met hop ding. Van ban nay cling gulp khach hang va nhan vien CTXH di dung trong tam trong sau den tam bu6i to van sau nay. Sau khi ea hai ben da ki vao hop deng thi nhan viep CTXH nen photocoppy cho khach hang mat ban de khach hang gilt, tao digu kien cho viec theo doi tign trinh lam viec giva hai ben.

Thong thuang sau bugi lam viec dau Hen voi khach hang thi hai ben da co the hoan thien dude hop dOng. Trong met se truong hop nhat dinh thi phai sau met sg birth tiep the vai nhau hai ben mai có the thue hien dude digu nay. Neu sau bugi tiep the thU hai ma hai ben chua di dude den thoa thuan do su khong ski sang tit phia khach hang thi day có the la h do de cham dot dish vu. De danh gia dude thai do caa khach hang, nhan vien CTXH ea the bAt (tau nhu sau:

"Trittic hei tea muon not vdi anh I chi va nhiing gi tOt hi yang chang ta

có thi dud dadc trong buei horn nay. Be bat ddu anh chi c6 the' cho tot

biet mot each nein gon mot sd nhiTtng muc tieu hoac vitro di ma anh I chi moon tai glop. Sau do cluing ta se dila ra mot danh sdch ccic mile tieu hoac van de caa anh lchi xep theo trat tie tit vein de quart

trong nhdt can gidi quyet; tiep theo chang ta se cling xcic dinh ba hoac bdn udn de quan trong nhcit va hi kit Op &Ong di duct dude muc tieu trong sau buei tit udn tiep theo. Neu sau sau buei met chiing ta vein

edm thdy edit them thai gian thi chang ta co the hi hop ddng tiep theo. Anh /chi thdy the nao?"

Phildng phap to van theo dinh turfing giai quygt van de Mic the hoac muc tieu tat& mat rat pile' bien hien nay. William J. Reid va Laura trong

95

cu6n each mang ten "Nghien ads &fa tren clai trldng eq the oft !cry nhiem uu lam trung Mm" dua ra met mo hinh to van kgt hdp cho pile]) nhan vien CTXFI va khach hang tap trung vao cac mug tieu hoac van dg cu thg' trong sugt qua trinh tri lieu. Digu nay ginp khach hang bot ma 116, higu re Imn vg ban chat am to van va tit do di dgn met hdp d6ng bang van ban va chinh hdp d6ng nay la ngn tang hinh thanh "lieu phap".

Trong cu6n "He thong lay nhiem vu lam trung tam", William da chi tint hoa phuong phap lay nhigm vu lam trung tam trong tong tac to van. Ngay trong la; not dau cua clan each nay, Ong da tom tat nhung dac diem chinh oua phitong phap lay nhiem vu lam trung tam:

Phdcmg phcip ldy nhiem vu lam trung tam la mot he thong the Wore trong gong tcic tit' min thick thiei lee" cte gitip moi ngu&i khi gap van de

trong cuOc song. Khcich hang chew ginp db.' degidi guy& vein de dm mink thong qua cac hanh dOng cua chinh ho hdric nhieng nhiem vu ma to ho lieu chon, lap kehoach vd tiers hanh udi stegiup dd cua nhan uien CTXH. Dick Ent dude sung cap d day dga tren c0 sd nem hcm, có ket edit ua theo hinh nghiem.

Nhu vay co the thay phiidng pilaf) lay nhiem vu lam trung tam la pinking phap tap trung vao khach hang va nhang gi khdch hang mugn thay dgi hoac dat &toe trong cuec sang cua minh.

Trong khi mO to "cac van dg cua cuoc sang" - trong tam dm plutong phap lay nhiem vu lam trung tam Reid da neu ra nhang van dg ma nhigu ngitai gap phai trong cuec song, day sung chinh la nhiing van dg gay ra phan Idn cac van dg tang thong va hanh vi cu xii. Reid da xgp dm van dg nay theo cac nhom sau day:

1. Xung chit ca nhan: NhOm nay bao gem cac van dg nhu bat hoa trong hen nhan, quan he khong hoa hop Mita be' me, con cai va cac van dg ca nhan khac.

2. Khong thda mein trong the mdi quan he x6, hai: Nhom nay tap trung vao giac quan cua khach hang vg viec ho la ai v .& ho cho rang minh dang thigu/mat mat gi trong cues sang, vi du khong eO nhigu ban be hoac co cam gine khong thoii mai vdi nhilng ngudi xung quanh.

3. Cele min de trong cac mai quan he chinh that: Nhung van dg ma khach hang gap phai vdi cac te; chtle, vi du nhit vOi canh sat, toa an, tritang hoc.

96

4. Cdc kith khan khi &Mg vat tro cact minh: Nhom nay tap trung vao vai trO ma khach hang cam thdy minh chua thuc hien thing hoac du vi du nhu vai tie) ngubi b6 cua met di ta con trai 16 tu6i hoAc vai tro la ban tinh

cua met nguei dOng gidi.

5. Cdc vein de trong uiec dtta ra guy& dinh: Nhom nay bao gem cac van de ma khach hang gap phai, vi du nhu viec khach hang ban khoan kh6ng bit nen lap gia dinh hay quay tra lai truang hoc.

6. Cdc uti'n da cling thiing tdc Ong den tam to tinh cdm: a day nal tdi

cac tinh hugng khung holing nhu sau khi bat, me, thong, con qua (Mi.

7. Thilu theM cac ngudn Vi du nhu thigu tign, nha a, quAn au hoac

met s6 ngugn luc khac.

8. Cdc van do' tam li ho6c heath vi khang thuc cdc nham tit:

Trong nhom nay bao ggm cac van de nhu nghien ruou hoac thuOc phi'en.

Can Mu y la met ca nhan hoac gia dinh cif) the gap phai mot van de bdt ki trong cac van de neu tren, nhung cling có the trong qua trinh danh gia lai xac dinh three nhigh vdn de cling met

Khi khfich hang da xac dinh \Tdi nhan vien CTXH nhung van de can

duet giai quygt trong qua trinh to vdn thi pinking phap ldy nhiem Iry lam trung tam se tap trung xac dinh va thuc thi cac nhi'em va vet mat tam 11 va hanh vi de giai quygt hoac cai thien vdn de. Day la nhung nhietn vu ma khach hang se thuc hien voi su tro gitip va khuygn khich caa nhan vien CTXH. Vi du, met khach hang xac dinh vdn de cua anh ta la thigu nguem Itfc ve Cal chinh, nhung sau khi xem xet thi vdn de kh8ng phai la a eho anh

ta thieu ties ma ydn de IA anh ta chua co' kg hoach quan li va chi tieu ngan sach cua minh met each hop Ii. Trong trdang hap nay, met nhiem vu ma khach hang can deng y thac hien la t6ng ket lai xem m&i thong anh ta tigu bao nhieu ugh va vao nhiing viec gi. Tip do la khach hang va nhan vien CTXH cling len met kg hoach chi tieu hang thong de ginp khach hang chi lieu trong gidi han tai chinh cha minh.

Doi \TM cac van de khac, khach hang va nhan vien CTXH co the ti'gn hanh cac buds tuning tq nhu trong trueng hap tren.

Nuking phap Idy nhi'em vu lam trung tam thttang keo dai trong yang tit sau et& anted hai bugi, tuy thuec vao van de cua khach hang. Cach tett nhdt la bat dau vdi sau hoac tam huei to vdn, sau do neu can thi se keo dai

97

them met se- bueb nth. Bien phap gab han vg thai gian nay pith hOp vdi cac phucing thiac digu tri ngan han Bang dude ap dung Ong rai ngay nay.

Met dac diem quan trong khac cUa phming phap lay nhiem vg lam trung tam la met and hinh hoat ding dim tren kinh nghiem.

Tim quan trong Mia hqp ding HO ding la met phan quan trong trong cu'ac sing cua m8i nguai. Day

la nhung so thoa thuan ma Chung to earn kit WS moi ngirdi hoac vii cac t6 chug MOt so hop ding dirge hop thlic hoa duel hinh thilc van ban, con met s6 help deng lai chi la cac thoa thuan bang mieng va met cai bat tay hoac met cai gat eau. Cac hOp ding theo met ngudi t8 khi sinh ra cho den khi chit. Cac cap vd chOng khi ang 'Y lay nhau la dA ki met hOp Ming hop phap hoa hen nhan va viec sinh con de cal sau nay. Con cai cling co hop thing voi b6 me trong viec lam mot se cac cling viec nhat dinh trong gia dinh va dii lai b6 me se sung cap tin tieu vat hang Wan. Khi nhiing dim tre nay la nhfing thanh thieu nien, chUng cling cam kit viii Ong ding bang each titan theo met s6 quy lac va luat le de co the co ditoc bang lai xe. Khi trtiang thanh ho lai ki kit hop ding vdi cac t6 chile tin dung va ngan hang de mua o to, nha 6. Chinh nhung con nglibi nay ding se ki hop ding yeti nha xac de lo viec mai tang va chin cat khi ho ra di.

Hop clang la nhiing cam kit di dat dude met kit qua nao do. Trong cam kit thiteng ghi re lieu ban thuc hien Imp ding theo dung nhfing gi ban da cam kit thi ban se dat duet kit qua cu the. Vi du, nen ban dong § tra gip hang thang de mua met ngOi nha trong yang 20 nam, thi sau 20 nam ngoi nha se la cUa ban ma killing co rig nail viral-1g mac gi Mia; con lieu ban khong thing tign thi ngan hang hoac t6 oink tin dung se tich thu ngei nha cUa ban va dtidng nhien la ban se mat ngei nha do. Trong cac hOp ding Mon ghi re cac kit qua trong dui; day la yeti to quan trong trong viec thu hilt va duy tri so quan tam dm khach hang VS. hop &Ong. Hat, het moi ngtibi dau khong tuY tien khi quyit dinh tham gia vao met hop &Ong dOi hei nhigu thai gian va tin bac, vi du nhu mua met ng6i nhA trong met khoang thai gian la 20 nam.

Cac help (Mug to van ding co tam quan trong Wong hi. Met hap ding to yin gidp thud thi va duy tri cam kit dia khach hang a cai thien cube sing cila dhinh ho. Khi cam kit thoc hien hop ding co nghia la khach hang

98

hita se thkic hien cac dieu khoan caa hap deng bang ligt kha nang caa minh. Chinh ban than hap clang va nhUng trai nghiem trUdc day dm khach hang trong cac hap . dgng khac se gitip khach hang that hien lai hfia caa minh. Khi dgng y hap tac vai nhan vien CTXH, khach hang cam kat se cling nhan vien CTXH n6 hie de cat thien chat Mang cuQc sag. Thuat net. ca ban mang tinh chat quyet dinh a day la "n6 lac", vi de dat chtac muc tit.' dm minh khach hang phai thvc hien met sOnhiem vu nhat Binh.

MQt hop dong to van glop thue thi va duy tri cam ket caa khach hang. Cang nhtt cac hap clang khac, hap clang tu van &A trong den tinh nghi8m the trong cam kat caa khach hang vdi nhan vien CTXH va tai sao khach hang phai tuan tha hap clang ngu mu& dat dude kat qua nInt mong muon. Kho khan cua nhan vien CTXH la khi phai lam viec vai nhang khach hang khong có Ming Iktc,•nhung ngnai ma vi bat ki li do gi cling khong mugn hanh &Mg de thay clei cuoc song oaa minh. Ban than hop deng khong the giai quyet &lac van de Mating no se Map rdrac nha khach hang ye tinh nghiem tut cua digu khoan ma ho da earn ket vai nhan vien CTXH. Nhiing khach hang nao co gang n6 Luc de thus thi cam kgt caa minh se la nhung ngtiai thanh ding trong viec cal thien cuQc song.

Khi met khach hang phai dea mat vei nhigu van de thi anh to va nhan vien CTXH can Iva chon de tap trung xf.t Ileac van de co the giai quygt dude trong that gian ngan nhat. Cam giac thanh cong ma khach hang co duqc sau khi giai guy& dude van de day tien se Ian truyen va anh htiang den viec giai guy& cac van de tiep sau do. NM each khac, doi vol met ca nhan hoar mot gia dinh gap phai nhieu van de thi can phai giup h9 dat dude thanh cOng trong met van de nao do tang earn tang tot trong qua trinh tu van. Ngu khang lam duct dieu nay, khach hang có the cho rang nhang van d6 cua ho la nhang tra ngai khOng bao gid co the vttat qua duct va viec nay se clan den tinh trang than nan, tuyet vong. Day co the la nhung lido dan den viec khach hang bluing xuoi va ngiing hap clang to van.

Cac y6u t6 eau thanh mot Flip d6ng

N6i chung mot hop clang tu van can co hau het cac yeti t6 sau day: 1. Cac muc tiou cua khach hang dude xep theo trot tq ttu tien to van

de quan trong nhat den yin de it quan trong nhat.

2. Cac budc hanh Ong hose cac nhiem vu ma khach hang can that thi.

99

3. Cac &Mc hAnh deng hoac cac nhiem vu ma nhan vien CTXH can lien hanh. (Tat ca cac nhiem vu dude de ra cleu nham dat dude muc tieu cUa hop ding).

4. Tien trinh thai gian de thuc thi the nhiem

5. ICI nang va phuong phap se sit dung trong qua trinh to van.

6. Cac chi tiat vg van de hau can, vi du nInt thai gian, dia diem to van, chi phi v.v...

Vdi met hop deng bang van ban, trong qua trinh Hale hien n'eu ce. digu gi nghi ngij ca hai ben ca the' mang hOp &Ong ra xem lai. Cac nghien eiia cho they ea hai hinh thdc hop &Mg bang mieng hoac bang van ban dgu có the chtOc sii dung met each có hieu qua trong cOng tac to van.

Trong cuen "Chien lave vd cac mai quan he try giup", Hutchins va Vaught Ming nhah manh tam quan trong dm hop &Ong td van trong tri lieu. Ho ktu 5 nhting diem sau trong cac hop deng to van:

1. Met hop thing to van tra gitip se chi re)" the hanh vi can thay va the ket qua kha quan ccing nhtt nhling ket qua tieu cue dat dttoc.

2. Met hop &Ong to van tra gall) ea the la gitia hai ben hoac nhieu ben, vi du nhtt giva gido vien va hoc sinh; giva cac cap vo thong, giva be me va con cai; giva Ong chu va nhan vien; giva cac thanh vien trong gia dinh, ngltdi pham tei vi thanh nien va nmiai quan the giva Ong ba va ngtiai boo ye.

3. Khach hang ce the to cam ket vat minh thay dei hanh vi va se they thoa man vdi ban than.

4. Met hop deing w van tra gitip can phai cu the, chi tigt, ce the thtic hien dude, mang tinh tich m..tc va hUdng toi Wang lai.

5. MOt hOp dong tra gicip ce the dai han hoac ngan han.

Nhiing dae diem nay cling gigng vdi nhiing gi Reid va met s6 the gia khae mo to ve hap clang to van.

Khi tang ket lai cac yea to co ban trong met hop deng to van, Farley va cac (long nghiep dm Ong da nhan manh den tam quan trong ciaa viac can thiep eb thin han va cling c6 de cap den cac bai viet trade day cua Ried va Esptein de minh chUng eho quan diem eim minh. Cocoran va Vandier da trich don cac ldi ich sau day dm chien tact can thiep có thai han:

100

I. Dich vu có thai han se mang lai hieu qua vg mat chi phi. Met hop (long co thdi han van có the dat dupe ket qua twang to nhu met hop deng dal han voi mile chi phi Hap han nhigu.

2. Nhieu khach hang ditec phut vu hon. KM cac trung tam to van dp dung hinh that sung cap dich vu tren co sa hOp deng se giam thieu Bang ke van de cac khach hang phai xgp hang chd den Mot tit van.

3. Giai han thei gian cling gnip khach hang lac quan thin khi nhan vien CTXH bay to s>t tin Wang rang trong met thai gian ngam có the dat duck: met se ti'gn then nhgt dinh.

4. Dich vu to van co that han cling tao dieu kien cho qua trinh can thiep bang each de cap dgn van d6 nay trong giai doan dau dm hop deng.

5. Dich vu to van co thai han cling phan Chia quy trinh giai quyet van de thanh ba giai doan rach rOi.: giai doan ma dau, giai doan giUa va giai doan ket Hine.

6. Vigo chi tra phi dick vu cling de clang han vi tinh cu the cUa muc tieu va sit gidi han HIM gian.

CO the nOi rang hen deng la met ygu to quan trong - ygu Lei quyet dinh den su thanh tong ciia qua trinh tri lieu. Neu khach hang va nhan vien CTXH khong the . &t rig yr" voi nhau ve muc tieu, vgn de can giai quyet hoac nhiem vu can lam thi hai ben se a dang bi mgt phlicing hiking va di lac &tang. Hop deng to van giiip khach hang va nhan vier' CTXH luau di thing trong tam van dg. Ngu khong cif) trong tam nay hoat Wang to van c6 the di tech thoo hudng khac va kheng ce ti'gn trien gi.

Mac du vay cling co nhung diem bat lai cua hOp deng to van. Hutchins va Vaught da trich dan met s6 nhUng bgt cap sau day:

1. Met hOp thing thttang tap trung vao met hanh vi cu the va kgt qua la met so hanh vi khac dang le can throe chu trong thi lai bi b6 qua. Co the can phai có met vai hop deng de gitip khach hang giai quygt nhigu hanh vi.

2. Met hop deng co the la su thoa thuan gliva hai hoac nhigu ca nhan. Nhung trong nhOm khach hang nay lai co ngudi hao hung trong viec thitc hien hop deng hem ngubi kia nen the khach hang, khi da ding cam ket thite hien hop deng phai the hien sit tin Wang lAn nhau.

101

3. Cac ygu t6 ben ngoai có the anh htiong din hdp dang. Vi du met hoc sinh hop ding veil met gilt) vien nhung sau do giao vien nay dtioc phan gang cong tac d mat twang khac. Digu nay co the clan din khO khan trong viec hoan thanh hop dimg ban dau.

4. Cac hOp ding thttong dude viit bao quit qua nen kilo co the bigt tnitic la lieu hop d8ng da dale hoan thanh chua. Can co the hanh vi cu the, vi du nhu theo doi so bugi co mat de danh gia kit qua east met hop ang.

5. Cac hOp ding co hieu qua la cac hOp ding kheng tap trung vao giai quygt qua nhigu hAnh vi. Thay vac) do, hop ding can phai do Wang dude, co the thOc hign dude va ce the dat dude kit qua trong khuon khi thbi gian cho phop.

6. M'Ct digu can tint la hop ding phai MiOng tdi cac hanh vi mang tinh tich cue chit khOng phai la lam giam cac hanh vi tieu epc. Cac hop ding cling can chti trong din nhung thay dgi tich cue bao gam nhung phan thliang thOc to va hap din, vi du nhu viec mua met ha quart ao dep khi ba me có thai de Lich coc hdn WO con sau met tuan.

7. Met ca nhan cang can phai cam kit co nhung thay dgi vg hanh vi da m6 to trong hOp ang. Ca nhan nay ding can cam kit b6 qua mat so ldi ich nail hop ding khOng chtoc How thi day

Xac dint' va Iya chyn myc lieu Mot trong nhung each tat nhat de dam phan met hap clang vdi khach

hang la hOi thing khach hang xem ho ratan thay dgi hay cai thin nhung gi trong cuec sing hien tai cua ho. Quay tra lai vi dud &Au chuong ve traang hop cua anh Tam, khi bat dau trao dgi voi nhan vien CTXH, co the anh Tam not yea nhan vien CTXH la anh mum gitip dd bg me nhigu hdn Ira mugn hoc each gaup del ho clang choi vOi tuei gia dang din. CO thg anh Tam clang cho bigt, so tan va trong mai quan he caa anh voi ban gig lam anh cam thay btain va tring vAng, anh mugn tim hieu nguyen nhan cua sti viec Ira each de anh cam thay khi hdn. Cuai cling anh Tam cho hay nhilng digu nay dang lam anh mat ngii bugi tii, hau qua la ca ngay hem sau anh cam thay cau kinh, digu nay anh huang lon din viec day hoc cua anh. Trong trttong hop nay nhan vien CTXH co the bg sung them vao danh sach cac

102

van de caa anh Tam la anh phai hoc each dei mat vii eac hat en trong cuee song met each tich cue hdn. Met se khach hang cO the nhanh thong liet ke ra muc Lieu ma ho mugn dat dude trong qua trinh to vain. Trong hau het cac truing hop hic &au cac mum tieu nay (Wee de cap den nha la cac vSn de hoac mei quan tam. Met cap vg chOng men midi di. the not rang ho lien tut tai nhau ve van de hen nong va neat van de nan giai nay khOng dupe gill guy& thi no se anh huang den hOn nhan caa

Dpa vao phan trinh bay caa khach hang, nhan vien CTXH se the dinh doge muc Lieu cho cap ve cluing nay la tim hieu xem tai sao ho lai cai nhau ve vgn de tign nong va lam the ilk) de hai ben bay to tam to tinh cam met each có hieu qua hdn. Met khach hang khac có the not rang co ta Mien va than nan den mac co cam thgy met ngay troi qua that kh6 khan. Nhu vay c6 the suy ra la muc tieu dm qua trinh to vin trong throng Mir) nay la tim ra each de lam cho cuoc seng vui ve va di. nghia. hon. MOt khach hang khac noi rang anh ta buem, kheng toai nguyen vii cOng viee caa minh den mac anh ta có the gao that len. Trong truing hOp nay muc Lieu la tim each de lam cho tong viec caa anh ta c6 y nghia Min hoac xem xat tim kiem cac cd hei viec lam khac ma anh ta cam thgy co thaeh that hdn.

Cac muc tau phis Welt trong qua trinh to van

Cac muc tieu thitang gap trong qua trinh to van kha da dang, phu thuec vao tinh hueng cu the caa tang khach hang. Li thuyet "Ccic he thoilg" hiking din khach hang the dinh muc tieu. Mei ngliai hang new tiep the vii rat nhieu ngudi va to elate xung quanh, do do hinh thanh met he theng trong cu'ec song aim ho. Bang each tim hieu he theng nay khach hang eel . the de dang xac dinh ditec vgn de can giai guygt nana a ch6 nao.

Cac muc Lieu phi bi'en thang nam trong nhang khia canh sau day trong he, theng:

1. Mol quan he gia dinh.

2. Cac mei quan he khac gala cac ca nhan.

3. Vgn de vg tai clanh.

4. Cong viec.

5. Hoc hanh. 6. Xa 11khang hodng.

103

Van de ye gia dinh la met van de kha ph6 bign trong to van vi he thong gia dinh la he thong tiem an nhieu thay del va no doi hOi cac thanh vien trong gia dinh phai lien tut dieu chinh de thich nghi. COng vine cua nhan vien CTXH trong trUang hop nay la giup cho cac thanh vier' trong gia dinh hoc hal nhUng ki nang mai a doi mat yen ma trAn Mon thay del cua he thong gia dinh.

Met van de khac ding kha ph6 bien trong qua trinh to van la cac mei quan he khac giva cac ca nhan ben ngoai he thang gia dinh. Doi khi raw lieu a day la phat tri6n cac mei quan he giUa cac ca nhan a no coy nghia hdn chit khong phai IA tap trung vao giai quygt nhling mei quan he da hi pha va.

Van de ve tai chinh cang dang ngay cang ph6 bign hdn, day cling chinh 1a nguyen nhan cd ban don den the vu li hen va sp ban than trong hen nhan. Doi khi van de IA thigu ben nhung thong thuang trong tam la cac khoan thu nhAp dude quoin Ii va chi tieu nhu the nAo. Nhiem vu cua nhan vien CTXH la gitip cac ca nhan, the cap vO cheng va cac gia dinh xem xet lai viec chi tieu cua minh, tit do thiet kg chi tigt met kg hoach chi tieu c6 hinu qua.

Bay gia cling co nhieu khach hang tim den vdi nhan vien CTXH vdi cac van de do lien quan den cang vine. Met se khach hang Hay ding viec minh dang lam Mien Chan, met se khac lai than phien vdi sit cang thing ye viec cat giam bien the va nguy ca that nghi'ep.

Nhiing nhan vier' CTXH cling tier) xtic vdi nhieu khach hang có van de vg chuyen hoc hanh. Cac khach hang thuang phai quygt dinh xem co nen quay tra lai trUang de hoc cao len nua khong va ngu co thi hoc nganh gi, lien hoc phi lay a clan ra. Ngoai ra con co cac van de nhu sap xep thai gian nhu thg nao cho hOp li de tranh anh Intang den tong viec gia dinh va cac viec ca nhan khac. Trong nhitng truang hop nay nhiem vu cua nhan vien CTXH la gitip khach hang dm minh co nhung guy& dinh thing don va phu hOp.

Met rime fieu khac ma cac khach hang thueng hay tim kiem giai phap qua tit van do la cac van de ve' mat mat, de doa hoar thach thitc. Day la met phan cua vine xu li khUng hoang. Khi khach hang bi rdi vao tinh trang khUng hoang thi se tic clang den cac mei quan hg xung quanh va vao thai diem nay, khach hang - nhung nguai chtta bao gia nghi IA minh can den

104

dich vu to vAn se tim den nhan vien CTXH Tan (tau tien trong dtli de tim

kaa sit glop dd. Trong pinking phap tri lieu tap trung vao giai phap hoac theo dinh

hiking giai phap, vain de dat ra la khach hang muen thay d6i gi va each tot

nhat des din dein thay d6i la taint the nao. Thay vi chi tap trung vao tim hieu nguyen nhan, pinking phap tri lieu tap trung vao giai phap tim hieu xem khach hang muOn thay del gi trong cuoc song cim ho chit khong phai la nhan vien CTXH va moi nguoi xung quanh cho rang ho nen thay nhu

the nao. PIntOng phap tri lieu tap trung vao giai phap chit trong Oat trien cac

rule tieu cu the nam trong kha nang cila khach hang va tim ra nhung giai phap hoAc chien lttoc de tien tai hoan thanh &Ng rime tieu d6 ra. Co the not day la pinging phap theo dinh hiking phai trien chit khong phai la pinking phap theo dinh hhdng van de trong to Vain.

D' de ra duct cac muc tieu ding (ran, met dieu quan trong niita la can tap trung vao cac muc tieu nho chit kheng phai cac muc tieu Ion vi cac muc tieu nhO bao gia cling de dat dude hen. Khi cac muc tieu nhO dA dat dttOc, khach hang cam thAy to tin hun de tiep tut thay d6i nhiing gi anh to muein

thay d6i trong ettec sing ci‘a minh.

Nhang (16 xult cho viec dat muc Woo Berg va Miller (1992) da thao luan viec lam th6 nao de a, fieu cua

pinking phap tri lieu tap trung vao giai phap throe ro rang, chinh xac hoac theo thud, t ngit ho la ding nhait va dua ra cac de xual sau day:

1. Lua chon cac muc tieu quan trong d6i \K khach hang. Khach hang mu6n dat &due nhiing muc tieu nay ye chting dude dien giai theo nen ngil dim khach hang. Nhan vien CTXH chi nen phan dal khi nhitng muc lieu ma khach hang dua ra co the gay ton hai cho khfich hang, vi du nhtt khach hang dat ra muc tieu chiim diit cuec dtli cua minh hose nhiing rime Lieu khac, vi du nhtt tra thu met hanh dOng sai trai.

2. Bat ra cac muc tieu nh6 vi nhiing muc Lieu nay de dat dude hen cac muc tieu

3. Cac muc tieu de ra can phai cu the, re rang va mang tinh hanh vi. Dieu nay se giGp khach hang va nhan vien CTXH theo sat tien trien trong

105

qua trinh to van. Vi du muc lieu dat ra IA "di an trita vdi ban be ba Ian met tuan" la met muc lieu dat three cac tieu chi not tren.

4. Xac dinh cac muc tieu ma co m6 to siti hien dien dm met cai gi do, vi du nhu "di be" thay vi me to su thigu yang cfla mat cai gi do, hay "khong cam thay nan chi /lila".

5. Phat trign cac muc tieu co khdi nguen, nhu sap xgp "met nghi he vui ve vdi vlicheng mita he" thay vi cac muc tieu co kgt cue, vi du nhu "met cuec hem nhan vui ye". Dieu nay giup khach hang hinh dung duct Vac boric dau tien ma ho can lam de dat chive kgt qua mong muen.

6. Lua than the muc lieu mang tinh chat thVc to ma khach hang co the dat duct trong hoan canh thing tha ho.

7. Phai dam bao rang khach hang higu clitoe la cac muc tieu dat ra chi co thg dat dude vai su thug tac va ph61 hOp chat the Qua khach hang. Cac muc Lieu doi hOi phai co su thay del trong hanh deng tha khach hang va dg thay &di duoc la rat kho khan, not Chung can khuygn khich khach hang n6 lye hop tac de dat duct cac muc tieu mong main.

Trong mein each "PhOng vtirz vet cac chieit hide thay et& heath vi cho ngzthi try gulp", Cormier Ira Nurius da ban th nam (Wang hiking phang van sau day cre xac Binh chive muc tieu:

1. Phan Lich nguyen nhan. 2. Dg xual kgt qua mong dot. 3. Tim kigm muc tieu tren cd sd thien chi, tich 4. Xac dinh muc tieu. 5. Can nhac nhung uu diem va nhttec diem cita mix tieu da xac dinh.

Buac dau tien trong the Binh muc Lieu la nOi cho khach hang bigt do tai sao cac muc tieu lai dOng vai tr6 quail trong trong cuec song am. ho. Met each a lam duce (lieu nay la hei khach hang vg nhung gi ho da dat ditoc trong cuec song va da dem lai cho ho ski thoa man, to hao. Doi vai mot so khach hang digu do eb thg la viec da tat nghiep dai hoc, del vai khach hang khac digu do lai co the la Itha nang choi dan piano hoac vie trong duct mat yuen hoa dep. Vigc dat muc lieu gitip cho nhigu ng -tthri co dinh hieing vet mac dich trong cuec song, ngttoc lai cling chinh vies dat ra muc tieu lam cho khach hang tim duct dinh huong va muc dich cua cuec sting. Khi dat three

106

flitting muc tieu da de ra, khach hang cb chicle cam gide tai hAo va thaa man. Khach hang khi dat ra muc tieu se than hieu hen nhiing gi ho muen dat chicle trong cuec song, con nhung ngttoi kitting co muc tieu se' cam they met pinning huting va kh6ng muc dich.

Khi khach hang da cam ket dat ra mue tieu thi nhan vien CTXH can gitip ho the Binh flitting muc tieu nao ho mu6n dat duct bang cacti dat cae eau hat dan &At, vi du nhtt:

"Gia sa met ngttoi he, hang xa ena anhlehi tau rei anh/cht kh6ng gap den gap anti/chi sau khi to yen thi c6 dieu gi khac bi8t so voi bay gie kitting?" "Gia sit cluing to thanh tong, anh/cht Wang Wong tinh the se thay dei the nao?" "Anh/chi by tag se thu dude ket qua gi sau qua trinh to van?"

"Anh/eht dude lei gi sau qua trinh to yen?"

"Anhicht mien lam gi? Nghi gi? Cam they gi?" Nhung eau hat nint tren se giup khach hang the dinh duct mix tieu

Ito muen theo duet trong qua trinh to yen. Neu khach hang c6 kite khan trong viee xac dinh muc tieu thi nhan vien CTXH can danh nhieu that gian cho giai doan nay. Met s6 khach hang chi cb the xac dinh duct Inv tieu sau met set buei tiep ruenhet dinh.

Nhiing muc tieu thanh tong IA flitting muc tieu mang tinh tich eve chit khong phai la tieu cue, vi chting tao ra to Wang tich cue trong khach hang. Vi du, muc tieu dat ra la khong cat nhau v6i v0/thong nita thi day la muc tieu mang tinh tieu euc vi dieu nay am chi IA viec thao luan bet ki van de gi vat vel/cheng dew ce the dan den cat nhau. Trong trtiang h9p nay met muc tieu mang tinh tich cue hen 06 the IA c6 gang gift binh tinh khi thao luan bat ki van de gi yen vq/cheng. Mue tieu nay se tang co hei thao luan mot each CO hieu qua cho ca hai ben. Met vi du khac la neu khach hang cam

thtly anh to dang lang phi that gian xem ti vi thi mue tieu dat ra khong phai la kitting xem ti vi nua ma la hay tham gia vao cac hoat Ong khac hitu ich hen vi du nint doe sash, nghe :nhac c6 dien hoar di den yen ban be.

Khi khach hang da ski sang de de ra mue tieu, trong tam bay giel se la khach hang mu6n ban than ho thay dei gi chit khong phai la nguai khac thay el& gi. Doi vdi hau het khach hang, xu hang ban dau la ho del& cho

107

nguai khde va tap trung vao hAnh vi eita nguai do chit khOng phai la hanh vi ciia ban than minh. Vi du khi khach hang xac dinh muc tieu IA can lam cho dita con trai 16 tuei cna minh thoi khong cai lai nita thi co nghia la ba me dang d6 16i cho eau con trai va khong cho rang minh co Mi. Met muc tieu cot Mtn trong taking hop nay la phai lam sao ba me khi not chuyen se giii giong binh tinh, ton trong cau con trai. Khi dat ra muc den nay, khach hang se nhan troth nhiem ve minh, tap trung vao nhiing gi ban than minh can lam chit khong phai la eau con trai.

Met each khac de xem xet su viec IA hoi khach hang xem ai la ngitai có trash nhiem Ian Min trong viec giai quygt van de khach hang din ra. Re rang la nhtt trong vi du not tren thi ba me se phai co troth nhiem Ion hon va la ngitai kiem soot van de vi ba la nguai Ian, con eau con trai thi mai chi la met eau be 16 tuth ma th8i.

Bltdc cuOi ding trong viec the dinh muc tieu la can nhac Uu va nhule diem caa muc tieu cu the da duos dat ra. Trong vi du ve truing hop ke tren thi re rang la se rat e6 10i nett ba me có the nOi chuyen veil thu con trai ma khong co tranh cal. Vai h.%) cua ba me la gig) c'au con trai vUot qua nhung roi loan trong giai doan hoc lam nguai Ian. Mat khac, se khong c6 loi cho tau con trai ngu cAu lai dun ba me vao met cuee tranh luan nOng nay. Nhung vi ba me did khong phai la eau con trai da nhan troth nhiem giai guy& van de cho nen 10i ich dovi vai ba me la nhieu hon so vii 10i ich del vii eau con trai. Va khi ba me khong tranh cai vii thu con trai nua thi the thanh vien khac trong gia dinh cling se cam thay cue° song gia dinh binh yen va hanh ph& hon.

Trong cu6n "Thgc hanh tong tie xei hOi", Hepworth, Rooney ye. . Larsen (2002) da chi ra la "the muc lieu can cu the hoa nhung gi khach hang mugn dat throe va chinh nhung muc lieu nay se duct dung nhtt phuong tien de (14t <Woe kgt qua mong mu6n". Nhfing Intang clan cua ho trong viec Iva chon va xac dinh muc lieu bao gom the buds sau day:

1. Muc tieu phai lien quan den kgt qua cu6i ding ma khach hang trong ddi.

2. Dol vii nhung khach hang khOng tinh nguyen can phai tao ra deng luc cho ho.

3. Muc tieu phai re rang va có the do luting duct

108

4. Muc tieu phai kha thi.

5. Muc tieu phai Wong inang vdi su hien biet va ki nang cna nhan vien

CTXH.

6. Cac muc lieu phai mang tinh tich cue, chti trong den ski phat trien.

7. Tranh deng y v6i. 11111:Mg muc lieu ma ban than nhan vien CTXH con de dat, 'Ong hi.

8. Muc tieu phai phi' hop vdi cMic nang hoat deng cua trung tam to van.

Nhfing rime tieu ma khach hang c6 kha nang dat dude chinh la nhiing muc tieu ma khach hang cam ket hoan thAnh. Khach hang tInking tim den to van khi ho khong hai long vdi met se van de trong cuec song. Ski killing thoa man nay chinh la met d'eng hic Ion, nhan vien CTXH can dua vex) diem nay de ginp khach hang xac dinh muc tieu. Khi dat done nhfing rave tieu nay, su khong thoa man ban dau caa khach hang se &toe thay the bang su to tin hdn vg kha nang thay dei cuec sting cua minh. Hatt het nhiing ngti6i lam tong tae to van &au xac nhan met yeti t6 co ban dan den thanh cong trong qua trinh tit van de la ban than khach hang phai c6 deng lkic de co nhfing thay d6i tea dep hon trong cuec sling. Neu phai lam vies vdi nhfing khach hang khong co deng luq nhan vien CTXH gap phai met tr .() ngai 16n

cho nen del voi nh3ng khach hang nay nhan vien CTXH can tao ra cho ho mong mugn thay del cuec song. 0 met mile do nhat dinh, digu nay c6 the thgc hien &ltle bang each co eau lai van dg cua khach hang tit met van de ma ho bi ap dat sang van dg ma ho quan tam. Trong qua trinh tik the vdi nhfing khach hang khOng CO thing 1pc, digu thigt yeti la phai khuyen khich ho xac dinh rei rang ha muon dat dude gi trong qua trinh to vain. Met each de lam

duct digu nay la Men khach hang thanh nhfing "chuyen gia" trong viec xac dinh ho can thay dOi gi trong cuec song. Dieu nay thuang lam cho nhiing khach hang khong co &Ong luc tra nen hao hung hdn vi ho lam nhfing gi h9 muk chit khong phai lam theo nhfing gi nhan vien CTXH doi hai, dang thai gOp phan lam cho cac giai doan khac trong quy trinh to vain vi du nhti giai doan danh gia, hop &kg, digu tri, cha:m Mit v.v... thanh cong hdn.

Cac muc tieu trong to vain can phai xac dinh nhfing thay de;i cu the

ma khach hang milk va nhiing thay ci6i nay se dude do liking, danh gia nhu the nao. Vi du, met khach hang cam thay ce doe thtiong dat ra muc tieu la phai danh nhigu thei gian hdn cho ban be va gia dinh. Muc tieu nay

109

can phai dUcic lam re hdn de co the do Kiang va danh gia. De dat duoc muc tieu nay, khach hang demg Y se goi dien cho ban be hoar nosed than trong gia dinh met Wan met In va Sap xep met float &Ong vui chili giai tit nhung nett den cuoi Wan khach hang van choa lam dodo dieu nay thi ho se chuyen sang antic hien met muc tieu khke la di den buei lea nha the vao chit nhat va gap ga ban be el do. Khi hoan thAnh met trong hai muc belt tren, khach hang da dat duoc ke hoaeh de ra.

Cac rime tieu de ra can phai nam trong kha nang cua khAch hang. Neu khach hang de ra nhUng muc Lieu khong hdp h va kho dat duoc thi chi lam cho cam gide that bai da có tra nen tram trong hon. CO met each de gitip khach hang de ra nhOng muc tieu viia tam kha nang, do la hiking cho khach hang tap trung vao nhung rime tieu co the dat chicle khi mot loat cac muc tieu nho da hoan thanh. Vi du met cap vo cheng có the nOi vdi nguai Lo van rang he muen co met et* hen nhan tat dep hdn. Nhan vien CTXH co the cu the hoA muc tieu nay bang each b6 sung cac muc tieu nh6 hdn, vi du nhtt nang cao Id nang giao tiep, ki Rang giai guy& xung dot va k3 nang giai guy& van de.

Mue tieu to van can pha hap vdi su hieu biet va ki nang cua nhan vien CTXH. Dieu nay co nghia la ngtfai to yin phai eó du nang luc de gill]) khach hang vdi bat ki muc tieu gi ma ho de ra. Neu nhung muc lieu nao khach hang de ra vUdt qua kha nang, nang lye caa nhan vier' CTXH thi khach hang can xac dinh muc tieu khac. Vi du met cap vO chang den to van va de ra muc tieu chit-1h cua ho la giai quyet van de khong hoa hop trong quan he tinh dyc. Dieu nay narn ngoai kha nang cua nhting nhan vien CTXH ye hOn nhan va gia dinh nen trong truang hdp nay, ngliai to van can gith thieu cap vl chang nay den bac si chuyen khoa.

Cac muc tieu dat ra can mang tinh tich cue. Vi du thay vi tu van cho met cop vu chang lam the nao khong cai nhan nua thi nhan vien CTXH nen gidp ho hoc each giao tiep co hieu qua hdn.

Cue9 eiing cac muc tieu dat ra can phai phii hop vdi cht nang cua trung tam to yin. Hau het cac trung tam to yin deu cung cap met se nhung dich vu nhat dinh va nhiem vu caa nhan vien CTXH la phai hoat tieing theo &mg khuon kh6. Met trung tam tu van nhan con nuoi se khong thgc hien cac dich vu nhu cai thien mai quan he hon nhan cua met cap vo cheng muen nhan con /mei. Tudng to nhu vay met trung tam to van cai

110

nghi5n rigiu va thuec phien thi khang nen tri lieu cho nhang dfia tre ea vain de ve hanh vi. Neu khach hang dtta ra nhang yeti eau khang n5m trong pham vi cua trung tam thi Let nhat IA gidi thi'5u ho den dung not ho can; vi the nhan vien CTXH can phai nam yang cac chitcing trinh to van hoat (tang trong tong thing va cac dich vu ma ho cung cap.

Du lieu ban au caa khach hang

Da lieu caa khach hang la yeti to rat quan trong trong qua trinh ha tro va qua trinh W van. Mitt da not a tren, c8ng the to van can gan gui vai khach hang va tap trung giai quy6t nhang van a ma khach hang mu6n giai quy6t. Trong to van kheng bao gid de ton tai tinh trang co hai nhom muc tieu, met tilt raw tieu ma khach hang va nhan vien CTXH ding hOp tac de dat dude va met nhom muc tieu ma nhan vien CTXH bi mat giap da khach hang hoan thanh ma khang cho khach hang hilt. C6 met se bac si tri lieu cho rang ho cif lang le lien hanh giup do khach hang, khi nao c6 tik trim thi ho se not vai khach hang. Tuy nhien dieu nay khang tea chat nao. Trach nhiem cem nhan vien CTXH la nett ho th5y muc tieu nao do la can thiet phai ham thanh thi can chia se dieu nay \raj khach hang va thuyet phuc khach hang biet tai sao nhang muc tieu nay la quan trong. Neu khach hang khong clang Sr thi nhan vien CTXH van nen tInte hien cac muc tieu ma khach hang muen dat dude. Neu tinh trang cim khach hang khOng thay &it sau met vai n6 lue thi quay tra lai thuyet plum khach hang vb. dam phan hop ding. Met lai khuyen cho nhan vien CTXH la nen bat dau voi nhang gi ma khach hang muan.

Ca met dieu km Sr la dei vai met se khach hang, nhan vien CTXH la nguai xa la va ho ngai ngang khi phai not ye vain de eua mink, vi the ho se khang chia xe. Nhang khach hang nay có the the dinh nhang moo Lieu hoax van de trong khi van gia bi mat ve ban chat cim van de. Chi khi nao ho cam they tin Wang a nhan vien CTXH va they nhan vien CTXH thtfc stt quan tam thi ho mei bat dau chia xe bi mat dm ho. Vi vay sau na8i bu6i ti6p ran, nhan vien CTXH can hen khach hang xem lieu nhang gi dang then ra cti dung yea nhang gi khach hang mong doi khong hay la can phai dam phan lai hop ding tit van. Han het cac khach hang dgu tra lai la hai ben dang di dung hutting nhung tang co met so khach hang nhan co hei nay dUa ra nhang muc lieu hoac van de ho thug s1 muen giai quyet trong cuec sting dim ban than minh.

111

Trong cu .& "Bai tap thuc hanh tong tdc Cournoyer (2000) not rang vide xfic dinh dung muc Lieu la yeu to' quan trong thit hai trong qua trinh tu van sau yeti t6 dau Lien la lam re nguyen nhan ena va'n de. Neu khach hang kheng dat row lieu re rang thi cuSi cling se clan den lc& qua ma khach hang killing mong ratan. Cournoyer gdi y la khi nhan vien CTXH xAy dung muc tieu vOi khach hang, ho nen sit dung and hinh vdi nom tieu Olt& sau:

1. Cu the

2. Do Mang dupe 3. CO the thuc hien dude 4. Thuc to

5. Dung Mc

Cfic muc tieu to van có hieu qua phai la nhfing rime tieu: 1. Mc dinh re ket qua se dat dupe 2. Cu the va re rang 3. Do Mang duos hoac co the kiem tra dude. 4. Co co hei thanh cong 5. Cie muc tieu ngu dat dupe phai du de thay deli tinh hinh. 6. Phu hop vdi cac he thong ve chuan muc xa hen va van hofi cua

khach hang. 7. Co tign trinh thOi gian cu the de timg bude dat duos ket qua

mong muon.

Tu van co hieu qua vita la met nganh khoa hoc vita la met nghe thuat. Met phan quan trong trong nghe thu'At giao tiep la nhan vien CTXH phai thiet rap dude met mei quan he tri lieu vdi khach hang th6ng qua vie, c chid Y long nghe, sang be thong tin, cam thong va cac ki nang giao tiep khac.

Ltta ch9n muc tieu de bat au

Bang each su dung ma hinh tu van tri lieu ngan han, khach hang va nhAn vien CTXH throng cam kgt thuc thi ba den bon muc tieu hoac giai guy& ba den bon van de. Sau sau buo'i tu van ngu ca hai ben that' da dat (Wee muc tieu de ra thi dich vu tu van clam dut. Ngu van chin hoan thenh muc tieu thi hOp d8ng có th'e dude keo dai them hai buei nfia. Vi sObu -di to

112

van chi gidi han tit sau den tam buei n'en khach hang va nhan vien CTXH can thue thi ba den ben muc tieu da dg ra ding met Mc. Mei buOi to Win se tap trung vao met nhiem vu hoac hoat deng ma khach hang can hoan thanh dal three muc tieu. Clang có nhung muc tieu ma khach hang phai hoan thanh trong sugt the bud to van. Nhung nhiem vu va boat deng ma khach hang thue thi la met phan then ch .& cUa 11 thuyet hoc hed va ngn

tang caa viec thay del hanh vi.

Khi khach hang da xac dinh muc tieu thi bOdc tiep theo la bat dau vdi muc tieu nao trOdc. Khach hang va nhan vien CTXH co the hia chon di theo met trong ba hoeing sau: thu nhdt la xac dinh muc lieu nao se dem lai thoa man nhigu nhdt cho khach hang trong thdi gian ngn nhdt va bat clan vOi muc tieu do. Met each khac, de IA the dinh muc tieu nao tign hanh nhdt va bat dau vdi muc tieu do. Phudng phap nay dac Met phn hOp vdi nhung khach hang da ding di to van nhung khong thanh ding lAm. Phthing phap cugi ding la thuc hien tat ca cac muc tieu ding met Mc.

Xac dinh cac nhiem vu va cac LIU ti8n

M6i muc tieu hoac van de ma khach hang xac dinh can phai duet chia thanh cac muc tieu nhe. Trong mO hinh to van ket hop, de dat muc tieu da xac dinh trade, the nhiem vu hoac the hoat ding se ditec de ra va sau do dude thue thi. Met s6 nhiem vu hoac hoat &Ong vg ban chAt mang tinh tam Ii, trong khi mot so nhiem vu hoac hoat deng khde lai doi hai sO thay doi vg hanh vi cua khach hang. Khi cac nhiem vu hoac cac hoat deng dude hoan thanh clOng nghia vOi viec dat dude muc bet' dm qua trinh to van; cac van de da &Pic gili quygt hoac it nhal cling three cai thien.

Lap he hoach de giao tilp c6 hiau qua

Trong nhigu loai hinh to van, ke ca to van vg hem nhan, muc tieu phO bign cua cac khach hang IA hoc each giao lid) co hieu qua hdn. De giao tiep ce hieu qua doi hei phai hoan thanh met se nhiem vu hoac hoat &Ong dim tren ngn tang co ban li thuyeet hoe hoi. Nhung nhiem vu hoac hoat deng hat flail bang cac nguyen tac co ban, sau do chuyen sang cac hinh Huh giao Lien phile tap hcm, vi du nho each dud ra cac cau tra lilt clang cam hdn. M8i nhiOm vu hoac hoat thing can phai danc hoan thanh theo mot trinh tg nhat dinh va dat den met mite hieu qua nao do truck khi thuc hien oat nhiem vu hoac hoat deng tigp theo.

113

Co rat nhigu mo hinh day each giao tigp co hieu qua hdn va hau hgt cac m6 hinh dgu nhgn manh cac diem sau day:

1. Muc dich °Cm giao tigp. 2. Muc tieu ciia giao tigp et') hieu qua. 3. Nhung rao can IMO bign trong giao lieu. 4. Nhi-ing rao can cu the mia khach hang. 5. Thuc hanh có twang dAn de xoa bo cac rao can caa khach hang. 6. Tam quan trong c5a thong diep "cai tor. 7. Thuc hanh ce hudng clan each a di thong diep "cal toi". 8. Tam quan trong caa giao tigp the hien su cam thong. 9. T155 hanh c6 hudng dan each g5i di cac thong diep the hien su

cam thong. 10. T6m tat va tong kgt.

De giup khach hang giao tiep cO hieu qua hdn, nhan vien CTXH cO the thao luan vdi khach hang vg muc dich caa giao tie'p va trong qua trinh thao ha, khach hang can phai di den kgt luan mot trong nhung muc dick cd ban dm giao fiat) IA a di met thong diep se dude moi nguai tigp nhan va hieu MOt thong diep dude 6'5 di la su khdi dau dm met boat cac thong diep khac se dude trao del qua lai. Cie thong diep co the dude a di dual hinh thlic lei noi hoac khong lbi nhu cac bleu hien tren khuOn mat hoac the cu do, ng cua cd the.

Johson va Yanca (2004) cho rang "giao tie'p co hieu qua khi nhung nguai tham gia vao tinh hu6ng hien thau dao thong diep cua nguai khac va tilling diep dude giii di phai tao digu kien cho ngudi ti'gp nhan thong diep dap lai hoac hanh clang met each c6 Iqi cho muc ouch giao tigp". Ho dua ra nhung muc Bich sau day trong qua trinh to van:

1. T5p hop cac thong tin can thigt cho sit menh he tro, bao gam ca cac diem manh va nguan luc cua khach hang.

2. Tim bleu tam W tinh cam va cac each co' the de dap ung nhu eau dua tren cac diem manh va nguem l to trong pham vi cua khfich hang va mai truang xung quanh.

3. Bee la cam giac va suy nghi 4. Co eau viec tiara hanh cac hanh deng 5. He trO, thong bao, khuyen giai, deng vien va dinh hudng khi can.

114

Myc tiau cua giao ti6p c6 hihu qui

Khi khach hang da hieu rd hdn va muc dich caa giao tiep, ha da sail sang de chuyen sang nhiem vu tiep theo nham giao tiep thanh tong. Trong qua trinh khach hang bay to quail diem va giao tiep c6 hieu qua, nhan vien CTXH can gitip ho hieu ro met dieu la mei thong diep a di khOng chi có nei dung ma con c6 ca tinh cam di cling yin no. Muc dich caa giao flip có hieu qua IA phai hieu hoec the hien ST to va tam to tinh cam thong qua coo

thong diep gei di hoec nhan

Giao tiep c6 hieu qua la met qua trinh g6m nhieu giai doan. Try&

tien thong diep duoc gUi den mat ngudi khac. Trong thong diep chila clang nhung lai lath va clam dung ca nhUng sac thai tinh cam; vi du nint vui ve, gian du, b6i r6i. Thong diep cling có the dude gib di cling the cif' chi khOng

16i; vi du tau co hoec khuon mat dam chieu. Sau khi thong diep dude gai di,

ngudi tiep nhan thong (lien se xa li thong tin va dap lai bang mot thong diep Mang có the bao gam ca lbi not va cac ca chi khOng Ibi. Khi dap 10, ngudi tielp nhan thOng diep co the phan hai Lai nhfing th8ng tin ma ho nhan &lac hoec c6 the gai lai mot thOng diep hoan than mei, nhung not tom lai muc dich cea giao tiep co hieu qua la ngudi gat va ngudi nhen dau co the hieu nhau, ngudi nhan nem bat &Mc dung y caa ngudi gai, hieu dUoc nhung gi ngudi gei naan noi va npiec

Cac rho can ph6 bien trong giao trip

Btelic Una ba trong viec hoc giao flap co hieu qua la xac dinh met s6 rao

can Old bign trong giao ti6p. Nhiing rho can do la:

1. Se ngAt 16i khi ai do dang noi.

2. Khong nhin vao mat ngudi minh dang noi chuyen.

3. Dang dung khong nghiem Enc.

4. Cudp loi ngudi khac.

5. Im tang. D6i v6i nhieu khfich hang, rao can ph6 bi'en la viec ngAt ldi, khong de

cho ngudi kia noi h6t nhung gi can noi. Do vay nhiem vu dau tien ciaa nhan \Oen CTXH la lam sao de khach hang phai nghe het r6i mili duct ngAt Dieu nay dac biet thing trong to van ve hen nhan va gia dinh. Met rao can

phe; bik khac la viec khong nhin thang vao mat ngudi minh dang nth

115

chuyen voi. Vi du trong suet butii to van hors nhan dau tien, ca hai khach hang chi nhin nhan viers CTXH ma tranh khong nhin nhau. Khi met trong hai rigUai trao del vai nhan vien CTXH thi dUang nhu trong phong khong con ai ncia.

MQt rho can cang kha phS bien nria la clang dung khong nghiem Ede. Trong khi vo dang not chuyen thi thong nhtin vai, quay sang mot ben va cau may, dieu do the hien ngay la anh thong nay khong quan tam den nhfing gi v0 nOi

Viec cudp Rh dm nguai khac cling gay can tra trong qua trinh giao tiep. Nhigu ngttai cam they kho chin khi doi the mai chuyen vol minh cu not nhu the la anh to doe duct suy nghi caa nguai khae. Dei vdi cac cap va thong viec met ben hoac ca hai ben im lang cling gay kho khan cho viec giao tiep co hieu qua. Trong mot vai tntang hdp hai ben con thi nhau xem ai im lang dude Tau hon.

Xac dinh cac rao can trong giao trip

Sau khi da than lu'an cac rao can nay, budc Rep theo IA xac dinh cac ran can nao dang gay can trd cho khach hang trong qua trinh giao flap. Del vol met s6 cap vo cho'ng, nhan vien CTXH tien hanh thu dm hoac quay phim lai butte to van dau Hen va khi nghe lai hoac xem lai nhung doan bang nay, khach hang va nhan vien CTXH nhanh thong nhan ra nluang rho can dang gay tac dang xau den mei quan he ea a ha. Neu dem ra so sanh thi viec quay phim lai buei lam viec dau tien dem lai nhign thong tin hon so vai hinh that thu Am vi khi xem bang khach hang va nhan vien CTXH con co the danh gia dude cac cu chi, hanh dong caa cac ben. Cac hinh thlic giao tiep khong nhu clang dung, bleu hien ciia khuon mat, cac ca (hang tay than co the b6 sung hoac lam giam di gia tri cua giao Rep bang lai. Vi du, mat Ong ch6ng vira ctlai nhan nh8 vita xin 18i v0 y6 viec y6 an corn tai muon c6 thgf bi vo coi la khong that long xin 16i.

Thtrc hanh c6 hutng can a loai b6 cac rao can

6 day, nhan vien CTXH se chi cho khach hang thly la can phai lam gi va Inidng dAn, digu chinh hanh vi mai cim khach hang sao cho plin hop. Vi du sau khi quan set moot cap vo along giao tiep vdi nhau trong buiSi to van dau lien, co the nhan viers CTXH they la rb rang ca hai ben khOng ai chiu

116

nghe ai noi ca. Khi mot ben bat dau noi thi ben kia lai ngat lei loon. Sau khi chi cho cap vics cheng thay digit nay, nhan vier' CTXH se dua ra met gOi ST de hai ben pith lang nghe nhau hon. Nhan vien CTXH dua ra met cay Mit hoac met cay but chi va de nghi la khi nao ai dang cam btit hoac Mit chi tren tay thi la ngttei not trong khi ngOth kia nghe va khOng dugc ngdt loi. Sau buOi thuc hanh, nhan vien CTXH khuygn khich cap va cheng do trong the bugi to van con lai Ap dung pinking phap nay khi giao tigp.

Trong nhting bugi to van dela tien, \TM cac nhan vien CTXH, ro rang la khi the cap vu cheng dang noi chuyen vdi nhau, ho tlniang nhin lang di va kheng duy tri tigp xne anh mat. Met vi du khac cua thuc hanh có Ong din, nguoi nhan vien CTXH khich le cac cap vu cho/1g duy tri tip xuc anh mat trong phan con lai cua bugi to van vdi vu hoac cheng minh va khi not chuyen vdi ngtibi can be. Cac cap va cheng con &lac yeu tau tigp xUe anh mat khi not chuyen vdi nhau gitia cac bu6i to van. Thue hanh có hoOng din Mon la met phan cua bai tap lam gifia the bugi to van. Cac cap vq ch6ng ttnic hanh theo Inking don trong cuee song hang ngay da hoc each giao tip hieu qua hon.

Tgm quan trong cua th8ng diep "Tor

NMing ngtthi giao tigp co hieu quA deu co dove niem tin va cam Ho khOng dO 16i, buOc tei hay coi thoong nguoi khac. Khi ho giao tigp, ha tap trung vac) cam xtie cila ha, khong phai la ban dai hay ngttai khac trong euec dol. Sau day la met boat nhung thong diep de 161, buQc tei hay coi thttang có thd pha hOng cuec noi chuyen:

- Anh khong bao gid Using nghe dietit em noi. Em khong sao em

cu phiii not chuyen vdi anh the" nety.

- Anh khong bao gia ddnh gid cao dieu em tarn. Anh chi phe phcin v

lot em ra lam trb erten.

- Sao anh khong gientg em hon crave nhi? Bo em tot va you thadng

em the: Em nha bo guci.

- Horn nay anh lai but bin rdi. Sao anh khong vui ve hon chtdc? Anh

lam sao the'?

Khach hang can phai ce chtuc nie'm tin va cam rile. Met each a lam vay la giii thong diep "tor cho nhung nguoi lang nghe ho. Va thong diep toi

not vdi ngodi nghe su cam nhan cUa ban chti khOng phai cUa ngtidi nghe.

117

Cac aging diep "toi" khOng dg 16i, buoc tei va coi throng nguai nghe. flay so sanh cac cau dig 18i, buoc to, i va coi thtiang di kem.voi thong diep t6i:

- Anh khong bao gib* nghe em noi. Em khong bitit vi sao em czi phdi noi

chuyen vol anh thd nay.

- Em khong bao gia biot anh co king nghe em khi em noi khong. Doi khi em thdy that ()wig ud em khong mudn condi natl.

- Anh khong bao gio dcinh gici cao die'u em lam. Anh chi phe phdn vet

led em ra lam tre Wei that

- Em mien anh dcinh gici cao nhang viec em lam Mn.Em mudn cdm thdy em quan trong uoi anh hon.

Sao anh khong giong bd ern hen chive nhi? Bo em tot va yeu tinning em the: Em nhd bid quci.

- Em muon anh giong bid em hen. .13d em la mat nguei tot ud you thdang. Em thttc see nhd

- Ham nay anh bat luic bat rdi. Sao anh khong vui vi hen &lac? Anh lam sao the?

- Em phdi net hem nay anh lei bctc bat rdi. Em thd'y tot han trait anh vat va. Em muob em biet ca the lam gi di anh out.

Thyt hanh theo Wong dAn vA gin thong diep "tor

Nhigu nguai thgy ktall giii thong diep "toi". Qua then gian, giao tip caa ho tra nen mang tint' d6 16i, buoc tOi va coi throng nhigu hen. Chang han, vai nhigu cap v9 cheng, s9 thd hien thigu ton trong nhau la met trong nhiing h do clan den cac van dg trong hen nhan. Se mgt nhigu cong luyen tap c6 hang dan de' rei nhigu ngUai mai bigt each giii thong diep "toi". Mailing Give hanh theo huang clan giita cac bugi to vgn clang chicle you eau trtlac khi nhung cap vo chOng c6 thd a thong diep "t6i" cho nhau met each throng xuyen.

&the dgu tien trong hoc each gui thong diep "toe la ngtiai nghe vA ngtiai giao tigp noi lai vdi nhau nhang digu ho nghe ngroi kia noi. Co thd la: "Em nghe anh nth la...". Sau khi ca hai earn thgy thoai mai trong viec nhSc lai nhang cligu nguai kia noi, buoc tigp theo 1a ngthi nOi them Nilo nhiing digu nglioi de cam thgy ve lai noi oda ngtiai kia. Luc nay, 01 nhgt la cho nuii ca nhan met danh mac nhang thong diep dg 161, buQc tei va coi thuang

118

giOng nhu dash muc 0 tren. Sau do, nhan vien CTXH gitip moi ngubi xay dung va gib nhung thong diep "tgi" phu hdp hon. Cac cap vd cheng co the deep tut chuyen nhung thong diep dg lei, buec tei va coi thuong nhau thanh thong diep "tgi" gala cac buei W van. Btidc cugi clang la en thong diep "tbi" de tap trung vao giao tigp then ra clOng thati trong va gitla cac buOi tu van.

Tgrn quan trong cua giao trip cam Mang

Giao tigp cam thong la met hinh thuc giao tigp tinh t6 ddi hai luyen tap rat nhigu (Farley va Ong su, 2003). Giao tip cam thong se dude thao luanchi tigt hdn trong cac chudng khac, chtidng nay chi cung cap Van tat vg hinh thifc giao dep nay. Khi cac cap va cheng giao tigp vdi nhau, mOd thong diep ha di cO it nhat hai phan. MOt phan cua thong diep la not dung hay thuc to va phrin kia la cam xtic hoac tinh cam dude truygn CM. Chang han, mad noel chOng co the noi vdi vd khi anh ta vg nha vao buOi "Anh di lam muan vi tdc &tang! Nan anh khong thi di lam dung anh se melt

viCe. Nei dung hay thgc to dm thong diep la anh ta hi di lam muen, trong khi cam xtic va tinh cam cua anh ta IA si ti tut gian va that vong. Giao tigp cam thong xay ra khi met nguoi ban ddi chuyen met thong diep khac the hien rang nguoi do narn dude nOi dung va tinh earn cua th6ng diep trade do ciia ngubi ban ddi.

Rogers (Robbins va &Ong ski, 1998) va nhigu nhA tri lieu khac (Cournoyer; 2000; Stuart, 1980; Westra, 1996) coi giao tip cam thong lA met ygu to quan trong trong thigt lap met ski hoc hdp va tao dieu kien cho thay ddi trong tu van. Khi nhan vien CTXH tra lei met each cam thong vdi lai noi caa khach hang, khach hang se co su tin Wang cao hdn vao kha nang hieu.va ghip dd ciia nhan vien do. ag dap lai eau hai: "Anh cam they thg nao?", khdch hang tra lei: "Toi cam they to ram. CO ve nhu moi thU chang co tac dung gi vdi tea. Tgi cam they that that vong tgi khOng bigt lam gi!". Day IA met ed h'ei cho 'Than vien CTXH tra Rh cam thong, chang han nhu: "That tide IA anh cam they te. Khi moi vies khong din ra nhu kg hoach cna cluing ta, digu do co thg rat gay su that yang". Day la met vi du vg cam thong Ian nhau, nAm duce Mad dung va cam auk cila thong diep cua khach hang mA khOng lap lai eau noi.

Cac cap ye chOng hoc each tra lei cam thong vdi nhUng van de va moi quan tam caa ban ddi phai giao lig") a mite do cao. Ha dang Tat ban than vao vi tri cua ngudi ban ddi, trai nghiem dieu ma ban ddi trai nghiem va

119

cam thgy digu ma ban dai cam thay. Moi ngudi duy tri mile do giao tigp cao nay trong tat ea the trao dgi lA khOng phi]. hop. Viec dap tai vdi su cam thong cho moi thong diep nguai noi giii di dei hOi mot nang htc va su then trong cao. Su earn thong eó the chap sit dung han cho" hay to do. Khi dude su dung hop 11, no IA mot tong cu giao tigp manh me chuyen tai su thgu higu va quan tam. Nell sit) dung thudng xuyen qua, nO lai tao ra mot bau kh6ng khi qua the cam.

Thyt hanh gal th6ng digp cam thong

De tra lai cam thong phai mgt nhigu gia luyen tap. NO &a hal cac ca nhan phai có mat mile da gam bo nhat dinh vdi nhau. Met cap vo thong hay mot gia dinh có van de trong quan he co the thigu su gan bo trong giai doan dam to van. Khi quan he cub ho dude tang Wang, se thich hop Ilan cho ngttai nhan vien CTXH ginp phat trien ki nang nay. Cling nhu nhung Id nang giao tigp khac, nhan viers CTXH se bat dau vdi thth hAnh có huang dan trong bu6i to van. Thtte hanh ob Inaing clan nen tigp dien giga cac bu6i, va no cling nen la mat phan quan trong cub tign trinh kgt thiic; trong tign trinh dO, khach hang throe khuygn khich tip tut nhung hanh vi ho TA hoc dude trong to van. Mot trong nhfing hanh vi quan trong nhat 1a tra lei c6 earn thong Ian ngthi nOi, du lA cha me, ban dai hay nthang nguai quan trong

Day la mot phan not qua vg to van co the giiip dat dude muc tieu hoc giao tip hieu qua. Dieu quan trong hdn nth la dU muc tieu, van dg va su quan tam la gi di nga, nguai nhan viers CTXH va khach hang phai tang nhau phat tries mat bat cac nhiem vu va hoat dog de dat dude rage tieu. Hang tram nligng cugn sash va bai vigt &tang dan k5 nang vg giao tigp, quan li ngan guy, gild tinh, lam cha me, cu'ac song gia dinh, quan li khUng hoang va nhigu van dg khac. Ngu'ai nhan vien CTXH co kinh nghiem se tra nen quen thuac vdi nhung ngua'n nay va each sit dung eh-Ling de thigt kg cac nhiem vu, boat dOng dat throe bat ki muc tieu hay giai quygt bat ki van dg, moi quan tam nao cub khach hang trong to van. Nliling Id nang nay IA quan trong vi no gidp khAch hang hoc dttoc digu ho can bigt song hanh phtic, 06 hat ich hdn.

Cfic dgc tinh cub nhihig muc tieu 66 higu qua

Vi cox muc tieu, cac van dg va moi quan tam trong he thong cuac song cub khach hang la trong tam eth to van, Chung phai dude cac khach hang

120

va nhan vien CTXH thao luan ctin than. NM Chung, cac muc Lieu hay cac van de va moi quan tam trong to van nen (1) co the dat &Jac, (2) có tinh

thde day sit phat trien, (3) ngAn han, va (4) có dinh Mk:Mg nhiem vu. Met s6

mue tieu khach hang mugn tap trung trong cac ho alai -1g cuec doi hoac la khong kha thi hoac la khong hOp Ii, ehang han nhu "TM muoii khOng bao gio lai butin niia" hay "UM muon hoan thanh moi muc tieu tei dat ra". Nh muc tieu hop If hdn la "TM mu6n hieu vi sao tai buen va toi phai lam gi de

cam that}, tOt hem" hay "Toi muOit thanh tong han trong ceng viec". Mvc tieu

to van t6t nhat IA nhfing mite tieu xac dinh dude met nave Mau Cu the, chang han nhu "TM muein giao tigp co hien qua lion \TM. ITO caa tea" hay "TM mu6n giai quygt hgt no va. hoc each kiem soat tai chinh cua toi t6t hon".

Cac muc Lieu cling nen cO tinh auk day sV phat trien, thing han nhu "Tai mugn hoc each giup da cha me UM nay da len tuei" hay "TM mu6n

tp tin hdn khi Uoi tigp the vdi phu na". Kliong phai nho ngtiai nhan vien CTXH gitip do dat dude nhiTing muc Lieu cu the, nhieu khach hang muen tap trung vao nhang van de va nhang moi quan tam trong cuec song nhu "TM thay bat hanh vdi vO 'Lei nen CM ghet phai ye nha moi tel" hay "Con gel mitai may tuei mia tei dang lam tei phat Bien". Cac van de va cac moi quan tam có the dttOc phat bleu lai de cluing nghe tich cue lion \TA thtic da'y Hen ho han: "TM mugn cO quan he t6t hon vdi vo" hay "TM mugn tra nen Wan gin wit con gai OM Min". Cau hai cai c6c cb phai IA day met nita hay vii met nita kitting phai la eau hai to tit Tel nhat la duy tri met sv dinh httOng tich cite va thlic ddy phat trign trong to van han la chi tap trung vao cac van de va moi quan tam.

Khach hang va nhan vien CTXH nen tap trung vao nhCing muc tieu ngan han, thOng qua do co the do luting mite do thanh ding trong 6 hay 8 bu64 Du nhan vien CTXH có thich hay khOng, viec cham sew cO quan If dA thay dang ke theo each lien hanh cua cac dish vu to van &toe cac chtiong trinh bao hiem tra truck (Farley va ceng su, 2003). Hau hgt the chuong trinh cham s6c eb quan 11 han ehg khach hang tit 6 bu6i tra xu6ng

va cO the chon them 2 Imo) them neu cling ty bao hiem phe duvet. Dieu nay et.) nghia la cac khach hang va nhan vien CTXH phai thuang Wang nhang mue Lieu trong he thong et* seing cua khach hang có the dat dude trong 6 hoac 8 bugi. VI sv ngAn han, giai doan kct thtic trong to van tra nen quan

trong han trong qua trinh to van.

121

Cac mue tieu to van can cu thd va re rang. Chung ciing nen bao grim nhung muc tieu c6 thd chia nhO thanh dee nhiem vu va hoat Bong c6 lien quan dgn mue lieu tong the'. Nhung nhiem vu va boat deng nay dude dat tren nen m6ng cua thuygt hoc tap. Khi m6i nhiem vu hay hoat (Ring dude hoan thanh, khach hang tien gan hdn dgn viec dat dude muc tieu. Chang han, viec hoc each quan li tien hieu qua hdn bao grim met 86 cac nhiem vu va boat deng c6 lien quan. Met trong nhung nhiem vu hay hoat Ong dau tien cua khach hang la bigt dgn nhting viec can den tien trong m6i thang. Met nhiem vu hoac boat deng khac IA xem xet danh muc nay va guy& dinh cai nao IA "nhu cau" va cai nao la "ode mugn". Khi met nhiem vu dan dgn • met nhem vu kik, khach hang hoc each lieu ties c6 hieu qua hdn va hi vong IA c6 the giai quygt no va tranh dude tinh trang nd nkn. Cac mud lieu c6 thd chia ra thanh nhUng nhiem vu hohc boat deng nhO hdn la nhCing each tgt nhgt cho to van ngan han.

Danh gia va do Wong cac muc tieu

Chong to co' nhigu each dd danh gin lieu eke muc lieu tu van da dive hoan thanh chug. BIM each thtiong thy nhgt bao grim danh gig bdi (1) khach hang, (2) cac thanh vien gia dinh va ban be cua khach hang, (3) nhan vien CTXH va (4) cac ceng cu chudn hod. MOi chtiong trinh danh gia c6 nhiing didm manh, didm ygu rieng. Du c6 dude hay khong chung tea offing khuyen ban si dung ca ben each danh gia de danh gia mite Olden thanh mud tieu.

MQt each fig quyet dinh xem mud. tieu to v'a'n da dat dude data la hal khach hang. Nhung sti danh gia cua-khach hang thuong la chit quan va c6 thien kign. Hatt het .khach hang iniign till , rang tu van da ghlp ho. Ho da dau tu liking thdi gian va tien bac clang .1td dd to van va ho mugn tin rang tat ca n6 Itic nay*u xiing ding. Bdi. vi muc dich cua to van la dtgitip khach hang, viec ho la mot .ph'an cualioa trinh danh gia co ye la digu hop 11. Ngu muc dich cua khach hang . hank phtic hdn va it tram cam hdn sau sau buth to van, thi•khi dich vu kgt thnc, cau hai otat ra theo logic se la khach hang dA dat dude time dich.hay chua. Khach hang có thd tra ldi da hoac chua hay dua ra met cau tra ldi chi tigt hdn khi sit dung mot thang digm hoan thanh muc tieu nam mite de theo tigp can lgy nhiem vu lam trung tam trong to van: (1) kheng dat dude muc bell, (2) dat dude chat it

122

rime Lieu, (3) dat &Jac muc tieu trung binh, (4) dat dt.tac muc tieu clang lie va (5) hoan thanh muc tieu'. Sp danh gia caa khach hang cling co the dies dat trong mat bai vigt ve lien bo ma khach hang thgy có trong to van, bai vigt nay c6 the c6 ca nhat Id vg nlAng viec xay ra vdi khach hang trong qua trinh to v6n va nhung thay del tich cue ma khach hang thay minh c6 dttac trong cuac song.

Mat nguein danh gia Mia la cac thanh vien gia dinh hay ban be cim khach hang. Nhan vien CTXH trao d6i vOi khach hang chi trong khoang mat gia moi tuAn. Cac thanh viers gia dinh va ban be noi chung danh nhigu thai gian vdi khach hang bon, doi khi tdi 20 gia m61 tuAn hay nhigu hon. Ho co dieu kien tot hdn nhigu danh gia su tign b'a cua khach hang so vdi ngudi can ba. Cac thanh vien gia dinh Nth' ban be trao d6i vdi khach hang

trong rat nhigu hoan canh khac nhau, c6 the a nha, not lam viec, a nha tha,

hay la mat cha nhan mai khach dgn choi nha. Ngu ngudi can bo su dung thanh vien gia dinh va ban be khach hang trong qua trinh danh gia, nen co su clang g throe da khach hang. Trong viec danh gia nhang tign ba ma khach hang da dat dttac, thanh vien gia dinh va ban be c6 the trA loi có hoac chua dat dude muc lieu hose su dung thang diem 5 mile da to mo hinh Lgy nhiem vu lam trung tam. Su danh gia cna ha ding c6 the la mat bai vigt me to nhung thay dei tich cue ma ho thay khach hang da dat &lac trong cu'ac song.

Ngdai nhan vien CTXH ding nen la mat phan cua qua trinh danh gia. Mac clau ho cho rang ho khach quan hdn khach hang trong danh gia muc da thanh Gong caa viec dat duac muc tieu, cac nhan vien CTXH van c6 mat quygn loi Cu the trong kgt qua to va-n. Nhan vien CTXH mugn tin rang ho da g6p phan tao ra nhang thay del tich cue trong he thong cuac song khach hang dm ho. Gigng nInt su danh gia cua khach hang, su danh gia cis nhan vien CTXH cling la cha quan va c6 the c6 thien kign. Du vay, nhan vien CTXH &Ong mat vai tre quan trong trong qua trinh danh gia. C6 1f luan rang vi nhan wen CTXH da c6 nhigu na'm dude dao tao va co kinh nghiem, ho dude chuaM bi tot hOn de dua ra mat danh gia chinh xac vg nhang lien bQ ma khach hang (la dat dude trong to van. Li luan nay c6 the la dung, mac

Reid, W. 1. & Epstein. L. (1972). Task-centered casework. New York Columbia University Press.

123

dau su danh gin dia ho van mang tinh chu quan hay it nhat la co doi chdt tinh chU quan. Khi tra lot lieu cac muc tieu to van da dat duoc hay chtta, nhan vien CTXH có the tra lei da hoac chua giang nhu khach hang va cac thanh vien gia dinh va ban be hoac sit dung wing met thang didm 5 mac do v6 hoan thanh muc tieu nhu da neu a Iran.

Nhung cong cu chuan hod cting thLtang duet su dung de" danh gia muc dO thanh cong ciaa vtee dat dude cac muc Lieu to van. Trong khi vies danh gia cua khach hang, thanh vien gia dinh va ban be cim khAch hang, nhan vien CTXH có thd la chi' quan, ski danh gia khi sit dung cac tong cu chuan hod dude cho la khAch quan va it Chien ]den hon vi chuag chive xay dUng de có de tin cay va gia tri cao hen cac do Wang khach quan. Do gia tri la met khdi niem do Wong dam bao rang ban da do dude chat luring va dac tinh ma ban tin rang ban dang do, con do tin cay IA nhiing ling dung lap lai ciia cong cu cho ding met ket qua'. Cac tong Cu chuan hoa dude sii dung trong danh gia mac de hohn thank]. inue Lieu nen co he s6 do de tin cay va do gia tri va chap nhan duoc.

Hang tram cling cu chuan hoA da duoc xay dung a do rat nhiau nhCing dac tinh khac nhan nhu su hai Ring, do to tin, dO thoa man hOn nhan, de thoa man tinh due va quan he gia dinh. Be troll g6i Do luring Lean slings da three cac nhan vier, CTXH sii dung lion 20 nam vi no co 9 cling cu chuan hod co the sit dung de do luting cac mac de" dat dude cila muc tieu to van. Ca 9 ding cu duet tinh didm don gian va bao gem nhUng thang didm lech chuan va trung vi nhu nhau. Met trong chin cong cu do IA Thang diem Hai king Tong quest, do lifting cac mite do hanh phtic va burin ran khan nhau. Dues titan thang diem tit 1 din 100, cac diem trung binh hoac trung vi tren danh muc IA 30 vdi dim lech chuan IA 5. Neu 1000 khAch hang hoan thanh danh muc nay, khoang 68% se ghi diem tit 25 d6n 35, 95% ghi diem tit 20 den 40, va 98% diem tii 15 den 45. Diem 30 hoac it lion tren thang diem có nghia la khAch hang hai long hoac hanh philc, diem 50 cho biet cac mac do tram cam khac nhau 3. Cac thang diem tren 70 cho thay tram cam

Rubin, A., & Babbie, E. (2001). Research methods for social work (4 th ed.). Belmont CA: Wadsworth.

2 Hudson. W. B. (1982). The clinical measurement package. Home wood, IL: Dorsey. Corcoran, K., & Fischer, J. (1994). Measures for cllinical practice: A source book (291

ed.) New York: Free Press.

124

nghiem trong, cac thang diem tren 90 chi ra rang khach hang c6 the có nguy ca tu cao. Neu khach hang c6 met trong the muc Lieu la 0-6 nen

hanh phtic han va it tram cam han, Thang chain Hai king Teng quilt có the dude stt dung cho khach hang trong buei to van dau tien va sau do this lei khi cite dich vu to van eta ket thlic. Met so sanh diem tat& khi va sau khi to van se cho khach hang va nhan vien CTXH met danh gia khach quan han xem muc tieu to van de hanh phtic hon va it bu6n rau Han da dat dude hay chua. MOt diem khdi clan IA 50 va met diem kgt thile ia 30 cho thdy khach hang hanh phim han nhigu so vdi trade khi to van.

Chi so TV tin la met cOng cu chuan khde c6 trong Ba tron gni Do !yang

Lam sang'. Cong cu nay a do Mang Mlle de to tin cita khach hang. 'Ala tren thang diem tit 1 den 100, diem trung binh hop trung vi la 30 voi diem lech chudn la 5. Diem 30 hoac it han tren thang diem cho thdy met dO to tin cao, diem 50 cho they mite de khae nhau cua su thieu to tin. Digm tren 70 cho thSy mite do to ti cao, diem 90 cho thSy miie d8 to ti cue cao. Chi sic TV

tin cO the sit dung a xac dinh cai co the tat deng den su tram cam eim khach hang. Chang han diem 70 hoac tren trong Thang die'm Hai Zang

Tong quilt chi ra do tram cam cao. Diem 30 hoac it han trong Chi sn'Tv tin

cho they mite do to tin cao. So sanh hai mite diem v&i nhau to they rang ski tram cam nghiem trong cua khach hang co' ye nhu bi tac &Ong bai nhung yeu t6 ben ngoai nhu mat di met nguai than yeu chic khong phai ben ye"tt to ben trong nhu nhang suy nghi tieu cue. Hai mite diem nay cling cho thy khi tinh hueng ben ngoai dude cai thien, mite tram cam nghiem trong tang se dude cai Chien. Met diem 70 trong thang diem Hai long Tong quat va diem 70 hoac tren 70 trong Chi s6 Tv tin cho they su tram cam nghiem trong cua khach hang c6 the la do the deng eita nhung yeu t6 ben trong nhigu ban nhiing yeu 'When ngoai. Hai mite diem nay gang cho they khach hang co' the da chiu tram cam trong met thdi gian dakkhoang 6 thang hoac hon. Bai vi su tram cam nang cua khach hang c6 ye nhu la tit ben trong nhigu hem la to ben ngoai, se kho giup khach hang lion bdi vi sit tram cam da tra thanh met phan trong euec song hang ngay cita khach hang.

Chi s6ThoA man Win nhan vb. Chi s6Thoa man Tinh due la hai cOng Cu trong Bq tron goi Do Wong Lam sang c6 the chtec sit dung trong to van

hOn nhan. Chi s6 Thoa man Hon nhan do muc do, de' Idn hay de' cao cim

Hudson. sad

125

thoa man trong hen nhan, Chi s6 Thoa man Tinh due do luting mite do, do lan hay do cao cna thoa man quan he tinh due. Diem 30 hoac thAp hem a ea hai ding cu cho thAy met mite de thoa man hem nhan hay tinh due cao, con diem 50 hoac cao Mtn cho thAy mite de thoa man hen nhan hoac tinh due thAp. Mite de 70 hoac hen trong ca hai ding cu cho thAy cac mite de thoa man hen nhan hoec tinh due rat thap, mite diem 90 hoec hun cho thAy mite de thoa man cue thAp. Mec dau nhung ding cu nay de do Mang nhung van de tthing tu, chUng thttang dude sit dung tech biet. Mac deli do thoa man tinh due la met phan quan trong song cac yeu to khac ding (Tong gap den de thoa man hem nhan nhtt long ton trong, su tin Wang, Yong chung thug va tien bac. Hudson tin rang VII nhAt IA sit dung mei tong Cu rieng biet bai vi cluing do luring hai khai niem khac nhau. KhOng cong cu nao c6 the thay the cho cong Cu kia.

Be troll gel Do luring Lam sang' ding c6 nhung tong cu chuen hoa sit dung trong W van gia dinh. Thai de ciia con clea vai me va thai de caa con dai vdi cha la hai cling eu chuen hod do luting cam nhan cua tre em ye cha me chting. Ca hai cong cu do hieing mite de thoa man cim tre em ye hai m6i quan he nay. Aguas lai, Chi so" Thcii dp cua cha me do Mang mite de thoa man cilia cha me del vol con cai. Chi se Quan he gia dinh do Mang mac de thoa man dm cac thanh vien gia dinh vdi town be gia dinh. Chi soMuan he Bang nghiOp danh gia cam nhen ena ban ve nhung ngtroi ban sung lam vies phan lem thai gian. Vdi cac ding eu khac, B§ tron got Do litatng Lam sang c6 diem 30 hoac dueri chi ra mite do thoa man cao, diem 70 hoac thap hen chi ra mite de thoa man rat thep, con diem 90 hoac Min chi ra mite de thoa man cue thAp.

Cac ding Cu chuen hoa Mut tit có the doge sii dung de? do Mang mac do hoan thanh muc tieu va giai guy& van de hoac mei quan tam dm khach hang. Khach hang c6 the hoan thanh nhung ding cu nay vao nhung thai diem khac nhau trong qua trinh to van, bao gem giai doan dau , giai doan tien hanh, giai doan sau va Eel) theo. Cac ding cu chuen hoe nen dude sa dung In eau tien la khi khach hang bat &Au tM van, nhat la thdi diem bat dau cita bum to van dau tien. Diem khdi dau hay diem giai doan co sa mang lai cho khach hang va nhan vien CTXH met tIntOc do v"e earn nhan caa

Hudson, sad

126

khach hang khi bat dau tit van. Cac cong eu chu'A'n hoa ding nen dude Lien hanh trong suet qua trinh to van. Diem trong qua trinh tU yin cho khach hang va nhan vien met thitOc do ye sit tien be ma khach hang dang co sau mei buei Lu van. Vao cual hal to van sau ding khi ket aide dich vu, to nen sit dung cling met cong Cu ehuan hoe do. Diem sau tit yin hay diem kit thile cho ca khach hang va nhan viola met do Kiang ye cam nhan caa khach hang vao cuei to vin. Sii so sanh giva cat diem try& va sau to yin tren cling met tong cu chu'an hod se cho chi bao ye viec lieu to yin có thanh tong trong viec lam cho khach hang cam thiy tot Hon hay khong. Gong cu to yin do co the dude tiers hanh \Lai khach hang met hoac han met thang sau khi to van da kit thile. Diem sau nay se cho khach hang va nhan vien met do hieing ye anh hUang dai han cba to vin. Dieu quan trong la danh gia tee deng dai han dm to yin va the diem Lieu sau la met phan quan trong dia danh gia de l . Neu met nhan vien kheng bang each nao do danh gia dliec khach hang earn thiy ra sao met hoac lion met thang sau khi to yin kit auk, nguai can be do kh8ng danh gia dude ye anh huang dai han cua tit

MO to chi tiet ve each sU dung the ding eu chuan hod nhu the nao nham danh gia mite de thanh tong cim viec dat mug Lieu tit yin la vudt ra ngoai khuOn kh6 caa chitong nay. Tuy nhien, met danh muc the cong cu chuan hod thubng dude su dung de danh gia cong viec caa cat nhan vien CTXH da dude trinh bay trong cuen "Ccic do hang cho mue dich Icim sang", Cal lieu do Corcoran va Fischer viet (1994). Dieu quan trong IA cat &Ong cu chuan hoa nen dude sit dung la met phan ena danh gia bit cu khi nao co the. Met danh gia khi quan caa khach hang, thanh vien gia dinh va ban be cua khach hang hay caa nhan vien CTXH dude them Ira° hal met danh gia cua cat cong cu chuan hod se mang lai met bang chUng re) rang ye viec the muc Lieu cua khach hang da dat dude va to yin da thAnh &Mg. Cac cong cu chuan hoe la met phan quan trong ena qua trinh danh gia trong to yin va la cit lei caa eel da dude biet den nhu thific hanh dinh billing nghien elm hay thuc hanh tit nhat.

' Coicoran v a Fischer, sdd

127

TOM TAT

ChuOng nay tap trung vao qua trinh lap kg hoach trong thue hAnh true tigp vei cac ca nhan va gia dinh. Nhigu linh vile kign tithe va Id nang xac dinh trong chuong nay c6 the' dude sit dung vOi nhom. ChitOng nay tap trung chU y6t, vao viec sit dung cac hap d6ug to van girth nhan vien va khach hang a Op phan lam re cac muc tieu, nhiem vu va cac Liu tien trong bale lap kg hoach.

Met linh \Ric tap trung quan trong nCia lA giao tigp vi n6 dai diOn cho nhiing kh6 khan thttOng tho:y ma nhigu ca nhan vA gia dinh gap phai. Muc dich, muc tied va cac rao can trong giao ti6p hieu qu6 dude gidi quygt. Cac Mt& Cu the can d@ cai thien giao tigp hieu qua dude mg ta, tong vat viec dung cac thong diep "toe.

Chtteing nay It& tilde voi viec hudng clan khach hang va nhan vien CTXH nham den ode mue lieu c6 hien qua va each do luring va danh gia nhu the nAo. Viet sit dung cac tong cu chuan hoe dtteic thao luan cling nhu thao luan viec danh gia cUa khach hang, cac thAnh vien gia dinh va ban be cua khach hang, dm nhan vien CTXH.

128

Chuang 4

KIEN THCIC VA KT THUAT CAN THIEP

Chthing nay co trong tam IA kign aide va ki thuat can thiep throe thgc hien nhu the` nao dua trail cac 1i thuygt da Iga chon op dung cho mat qua trinh can thiep da duck lap kg hoach. Viec lua ehon ki thuat va viec dinh ra muc dich nal) can dat dude la do thOa thuan gala khAch hang va ngdoi tham van.

Ngdai tham van can giai thich rS cho khach hang ye nhiing me hinh tham van va ki thuat digu tri ma ngdai do se sit dung va nhung chuyen bign mong muen. Dieu nay cho phep khach hang hien re lam muc dich cud viec thuc hien nhung Id thuat nay nham lam tang mite do can thiep.

Nhan vien tham van can giai quygt duck cac van de va mei quan tam caa khach hang. Chi frit nhiing truang hOp dac bi'et thi su can thiep mai di ngudc Iai clai hOi cim khach hang. Do co the" IA khi nguai do 11 del tdOng nguy him cho chinh ban than ho hay cho nhung ngttai khfic hoac bi benh li than kinh va. klaing dua ra dude nhiing quygt Binh sang suet vg cham sec va an tit co. nhan. Nhung tinh hu6ng khang hdang do nhin chung can ducic chuyan dgn giai quygt a benh vien trdoc khi xem xet kha nang tam than co cho phep chide digu tri bang he trd tham yin dude hay khong.

Viec xem xet nay phai dirge dua trail mat sit danh gia th‘u dao 176 trang that tam 11 va he thgng nhung bien phap ha trd dg ap dung bien phap it khac nghiet hon.

Sau day la tong quan ve qua trinh can thiep va cac bien phap ce lien quan dua trail nhung li thuygt co so. Khong phai tat ca cac khia canh cua 11 thuygt hay quan digm dude ohm ra xem xet, ma chi nhaing dAc diem trong ygu ditoc gioi thieu lam rtgn tang dg phat trik viec thus hanh ding tac xa hQi mot each true tigp.

Lieu 91.10 va ki thuat dub tit cci sa tam li hoc ban nye Mac du nhung ngitai sit dung mo hinh tam li clang hoc khac nhau ye

quan digm Ira trong tam chit ' li hoc ban nang, ban nga, quan h@ caa del tudng, tam 11 hoc to than), ho en xu Iniong sit dung &tang hdong digu tri

129

gio-ng nhau. Dieu cot yeu nhal cua tam li hoc ban nga trong &tang hUong 116 trd la au dung nhung ki thuat nham giup tang cuing ban nga ciia khich hang (do la phan ban nga a Wing khong co xung del) hoac gait) bin ddi ye ca ban trong nhan each khach hang (do la phan lien quan tOi xung dal giaa ban nang thu nhan/ hay cai ay (ID) va cai sieu toi (superego) maa yang tam linh ce t6 chile). Hai dill:mg htudng nay dude Goldstein (1995) xac dinh la (Kiang hudng he trd ban nga (ego-supportive) va chinh sua ban nga (ego- modifying).

Bien phap can thiep ho try &in ngei nham muc dich kh8i phut, duy tri hoac tang curing viec thue hien chic nang thich nghi cua ca nhan tang nhu la tang Wang hay xay dung ban nga neu ban nga co su suy sup. Trai lai, hien phap can thiep chinh sua twin nei lai nham muc dich thay dth m8 hinh nhan each hay cd cgu nhan each cd ban.

Nhang ki thuat chinh sua ban nga thuong keo &Ai va keo theo rat nhieu nhung ki thuat phan tam hoc ca' din nhu ki thuat tim higu trip gine, kl thuat tao chuygn dich tinh cam, ki thuat phan tich gigc md, ki thuat tim hi4u mei quan he thai the au viii nhung doi Wong quan trong.

Tieu chi ddi chieu

[Wang hiding hd try' ban nga Outing hutling chinh sera

ban ng a-

Trong tam can thigp

Hanh vi hien thai, suy nghiva cam giac CO

9 thitc, mot so" trong tam ve qua khCt

Hanh vi qua kW va hien tai, suy nghiva cam giac coy

thac, fiem Oak va vg thUc

Ban chat coa su bign chuygn .

Tha'u to ban nga, tim higu tang Wang, hie'u

bigt va nang cao tinh tich cuc, trai nghiem tinh cam dung, trung hoa xung Of, hoa

nhap tot hdn gab con ngUdi va mOi twang.

Flieu bang frac giac va gi5i Ma xung dot

Sir dung quan he

Trai nghiarn quan he that, chuygn dich tinh cam tich cuc (xu60, quan he ding, quan he dm nhan vien CTXH vol nhimg nguqi trong

m6i tritemg ctia khach hang

Chuyen did) tinh cam ca tinh nth cuc (xuoi) va tigu

cuc (nguqc) mot each rO rat

Test tam Ii

Mang tinh dinh Wang, duy tri, giao due, c6 ca cau, mat chOt phan anh

KhOng mang tinh dinh Wong, mang tinh chat phan anh va Ii alai

Lam vice vai m6i twang xa hOi

Chinh sua mang tinh mai trUdng va tai ca cat, cung cap va huy dOng cac ngugn, c6

Kh6ng nhan manh, nhung co the' cc:, set dung

digu kien de cai thign m6i trUang

130

De) Wong nh6m khach

hang filch hop

Nhang nguti phai dal mat voi chuyan d6i

cuac ddi, nharig khang hoang tinh the hay

cap bath, hoac ap lut, nhang gi di kern vdi suy sup ban nga, vai m8 hinh thich nghi

sai, chiu dung raj loan tarn Ii mac than va kiem scat xung lut

Nliing gi di kern sac manh ban nga tich cut vdi nhang

m6 hinh thich nghi sai, c6 lien quan Rh lap chat nang tei w, trong mat vai fro:mg hdp c6 me hinh thich nghi

sai nghiem trong, phan khang, suy sup ban nga

Thdi gian can thiep

Ngan han hoac dai han Nhin chung la kelp dai

HINH 4.1. SU khac nhau giaa clueing Wang he, try ban nga va during Wang chinh saa

ban nga

Dat trong the so sanh, nhung ki thuat tang cueing ban nga cling ce the? lien quan den viec tham van nham thay d& ca nhan, cling có the phol hdp vdi set thay deli vg mei trliang; hdn neth, trong tam dude dat it hdn vao khia canh qua khit hay khia canh ye) thfic eeta nhan each va nhieu hdn den nguyen trang, mei quan he tile then va sit phat tries cna mea quan he tri lieu tang cueing. NO cling dude lei sang mei quan he hO trd nga'n han hdn.

Met trong nhung khia canh tich cue dm me hinh nay la no long. Nhan vien tham van co the ho trd bang each Ltd& het tang curing ban nga va sail do, dua tren set clanh gia va muc tieu, bat dau chinh seta ban nga, hoac ngudc lai. Hinh 4.1 so sanh hai throng httang dua teen tam Ii hoc ban nga

trong viec duy tri muc dich can thiEp.

Hollis' phan chia nhfing nhom ki thuat chinh dude bet ke chteii day. Nhring ki thuat nay phol hdp vdi viec sit dung giao tiep khi lam viec true tigp vdi khach hang. Nhfing ki thuat dude set dung d@ thay doi mai triteng khang dude chia van nhung nhom phan loaf nay. Hdn nila, Hollis to chile nheing ki thuat nay Ghia tren each xem xet "(tete' hdn la chla trail viec nhung ki thuat nay la he, trd hay chinh sila ban ngd.

Sat, ki thuat 65 Li:

1. Duy tri

2. Di8u tri true tip

3. Tham do, me to va lam thong thoang (Ventilation)

' Hollis, E. (1972). Casework: A psychosocial therapy (r i ed.) New York: Random House

131

4. Phan anh dya tren tinh hitting ca nhan

5. Phan anh me hinh citing

6. Phan anh phat trien

Hai Id thuat (tau lien co lien quail vdi mei quan he giCia khach hang va nhan vien CTXH va phu thuec vao mac do ma khach hang cho phep nhan vier' CTXH tic clang de digu tn. KT thuat thu ba cho phep khach hang be'e 10 ban than, trong khi ba ki thuat con lai lien quan dgn hinh thdc phan anh nao do vg phan khfich hang.

Cu thdlir

1. Ki thuat duy tri lien quan tai ki thuat giao tigp chung chung de khfch le (gat dau, nhung lbi nhu yang, da, va tiej) di a, met ca chi chn nao d6) ding vii su cam thong, quan tam tich cyc va sU than tinh dich thkic.

2. Ki thugt diet' tri trgc tip phai hdp vies sit dung IM khuyen hay gdi y giai quygt. Nhan vien CTXH c6 the gip y kin ve nhling hoat ding ma khach hang nen tign hinh. Khi sit dung nhung ki thuat nay can phai than trong, can y kign dua ra can phai tinh tg

3. Ki thu3t tham do, mo to va lam thong thoang &roc thigt kg de gulp khach hang to beck) thong tin chil quan vi khach quan vg nhung kinh nghiem, trai nghiem quan trong va giilp ho the hien cam gide ena minh. Viet cho phep khach hang bee le ban than thoang khign ho dude giai toa. Viac giai toa dat dude thong qua viec lam thong thoang, co the dude h6 trd qua viec sit dung ki thuat ciing c6. Khi khach hang cam nhan dude ski thong cam cua nhan vien CTXH va nhfing khieh le ma ho bec le, cam gide tra stt lo Au, vo yang, tai loi (Wang nhu giam boa.

4. Ki thu3t phgn anh tinh huang ca nhan dude thigt k'g dii gitip khach hang phan anh ve tinh hugng hien thdi caa ha va ye nhfing mgi quan he dia. ho. Hollis (1972) Chia ki thuat nay thanh nam chieu:

• Khach hang nhin nhan ve sue khoe vi nhiing khia canh khac nhau cua the gidi xung quanh cling nhu sy nhan thilc va hieu bigt ona no ve nhiing nguai khac nhu thgnao.

• Khach hang hieu hinh vi cua rieng ho nhu the nao trong viec nhung hinh vi do anh twang den ngtiei khac vi ban than ho.

132

• Khach hang hien nhu the nao ye viec tai sao ho cu zit nhu vay trong nhCing tinh hueng nhet dinh nao do.

• Nh'an thiic cua khach hang ve dieu gi gay ra hanh vi cua ho khi ho tudng tae vdi Malang nguai khac.

• Khach hang danh gia nhu the nao ve ban than ho hay met phan eau thanh nao do eim hanh vi cua ho (theo met he theng gia tri, Liu the, hay toy niem nao do). Viec the dinh Kern can tap trung vao yeu t6 nao phu thuee vao su danh gia va loai van de ma khach hang dim ra. Hai chieu Tau lien ce dinh clang den van de vita hien the vita httong ngoai dei vdi khach hang, trong khi ba chieu con 10 xugt phat tit quan diem ehu quan hen cua khach hang khi ho mac phai van de do.

5. Ki thulat phan anh mO hinh dung bao gem viec gitip da khach hang can nhae, qua viec phan anh, nhfing me hinh tam li nao co lien quan den hanh vi aim ho, ding veil co the phOng ve dude sit dung vdi su trq gin") cud nhan vien CTXH. Khach hang dude khuyen khich xem xet Id hteng nhitng mei quan he Ong ce lien quan den hanh vi cua ho. Muc clich la khien khach hang \Wet len nhfing phan ung khong finch hOp va can nil& nei dung tarn if ben trong ce lien quan den hanh vi. De lam dude viec nay nhan vien CTXH phai del dau vdi hanh vi thfch iing sai va khOng nhgt

6. Ki thunt phan anh phat tri"411 dude su dung de khuyen khich khach hang phan anh xem cac khuynh Mt:mg tarn 11 cua ho dude phat trier' nhu the nao. Hai vi 11 thuyet cho la con nguoi nei tam hoe nhUng trai nghiem quan trong trong qua khit tdi mite do eMing tier) tue gay anh httong den hei dap hien tai, nen nhfing trai nghiem qua khfi dude xem xet NIA xit h. Khach hang tham de mei quan he giiia met khia canh nao do trong hanh vi hay trai nghiem cua ho vdi met khia canh khac khi cluing xay ra trong qui khi. Khach hang phai dude danh nhieu thai gian not ve ban than vi tinh hueng eiia ho tritdc khi nhan vien CTXH va khach hang xem xlet nhang khia canh tam If NIA khia canh phat trien cua van dg.

Khi su clung ki thuat chinh sita ban nga, nhan vier' CTXH trugc het phai danh gia khach hang de" zee dinh kha gang chiu dung cUa ho trong phan tich sau ya lieu viec al) dung nhfing Id thunt de co to ra la co 1di hay khong. "NhCing ca nhan co su phOng ye thich ung sai va cling ran khien ho

133

bi rei loan se tang rei loan hOn neu nhu su phong ye cna ho bi thaeh thitc". Nhung k3 thuat theo during &tang nay dua tren nhCing ki thuat c6 dien nhu tim hien bang true giac, d6i pho true dien, chuyen dich tinh cam va nghien

ki Wang mei quan he thai the) au. Muc lieu la de hieu mei quan he dung trong nhiing trai nghiem dau thai ki au the), cam gide va hanh vi trong thai ki do vai mei quan he hien nay, cac cam giac va hanh vi hien thei iing vai cac giai doan phat trign.

Ki thuat chuy6'n dich tinh can xuoi/Kithuat chuOn dich tinh cam nguvc

Met ki thuat quan trong trong phan tieh tam li co lien quan den khai niem chuyen dich tinh cam xuoi. Chuyen dich tinh cam xuoi duye dinh nghia la nhUng cam giac, ao vong, su phong vo va phan ling tinh cam ma khach hang co dei vai nhan vien CTXH. Nhung phan ling nay ce the tich ctic (cam gine tin clay, an toan, to tin va tinh yeu) hoae lieu cue (earn giac We gian, bi phan b0i, tan tinting va cheng dei). Nhang earn giac nay dttyc cho IA tang len khi khach hang bat clan mei lien he vai Ilan he tro gigng nhu IA ho da quan he \rad nhung nguai quan trong trong cuec dai caa ho, dac biet la cha me va nhung ngttai sham sec ban dau cua ho. Nhung nguari h6 try sit dung lieu pilau nay aa? oat (mac su hik bigt vg nhiing mei quan he xung dot trong qua khU ma khach hang da co voi ngudi khac va vg vies nhung H niem va trai nghiem nay c6 lien quan va tiep tut gay anh huang nhu the nao den earn giac va hanh vi cua khach hang trong mei quan he hien thai.

Trong Phan tarn hoc truyen theng, viee phat tries cim su chuyen dich tinh cam xuoi (Wye coi la met phan thiet ygu va binh thttang dia qua trinh he try. Met khi su chuyen dich tinh cam da dat dude, nhan vien CTXH giai thich chuyen gi da xay ra, nhe do khach hang có the bi'et duyc va r6i ho se tin hanh giai quygt xung d'Ot va sau clang gitlp khach hang thay dei nhan each. Ki thuat phan tich giac mo va su lien hei to do de tap trung vao cat ki niem thai tho Ku la nhung ki thuat hay dude sit dung de dat muc tieu nay.

Trong Tarn li hoc ban nga, nhung ki thuat nay dude phei hap trong quan he he try, dac biet la khi viec chinh sita ban nga Era thanh muc tieu. Khi k3 thuat he try ban nga dude thuc hien thi nhan vien tham van during nhu khOng khuyen khich su phat tries cim su chuyen dich tinh cam xuoi, hay chi khuyen khich no a mac aa km chop. Muc Lieu thUang IA Oat trign

134

su chuyen dick tinh cam xuai Lich cue nham h6 trO Ira giiip do khach hang. Them vao do, nhan vien CTXH se tap trung vao cai hien thai thao luan nhitng Mang lutc3ng tien be nham giai quyet nhang van de cim khach hang.

Chuyen dich tinh cam nguoc yen d1dc dinh nghia la nth:Mg cam giac khong hien time hay khong thich hop ma nguati he tre co dttOc vdi khach hang. Gieng nhu chuyen dich tinh cam xuoi, nth-mg cam gide nay cling dude coi la bat nguen 6 mite de v8 thitc va có lien he vdi nhcing xung dot trong qua khU cna ngU6i he tre.

Theo Tam li hoc ban nga, dinh nghia chuyen dich tinh earn nguoc da dude m6 rang bao gem nhUng phan ung chja tren thuc tai Mita nhan vien CTXH va khach hang "nghia fling han cua chuyen dich tinh cam nguoc co met ham Y quan trong, do la nhan vien CTXH thuang thay khong thoai mai hay phai kim nen cac phan iing do khach hang khai day chit kitting phai xua't phat tit xung dot cith khach hang". Vi vay nhan vien CTXH co the bat clan hieu xem nhang ngttai khac trong the gidi cua khdch hang phan iing nhu the nao vdi each cu su cua khach hang dua tren nhang cam gist va kinh nghiem cim chinh minh. Nhan vien CTXH co the sit dung thiing tin nay a gulp khach hang hien han ve nhu can cim ho va cai ho muen cling nhu a lien he co hieu qua han vdi nhiing nhu can khac. Tuy nhien nhan vien CTXH phai than trong nham danh gia dude chinh xac stt khac nhau gifia chuyen dich tinh cam nguoc va viec sit dung cai ten khong hieu qua cim khach hang trong viec hoan thanh mue tieu cna ho.

Tim hieli bang true gist

Tim hieu bang true gist la ki thuat duct sit dung rang rai trong viec can thiep, la met su Ii giai hay hieu hilt do nhan vien CTXH cung dip cho khach hang ye § nghia cua cac khdi niem. Viec tim hieu bang trip gist nay tap trung vao viec dtta ap ltfc deny thitc va nhitng xung dot v8 thtie mang tinh minh hoa cling nhu gitip khach hang hieu nhung xung dot nay se dien ra trong cu'ec ddi hien tai cua khach hang nhu the nao. Dac biet la khi ho can duy tri nhUng mO'i quan he va nhiing hanh vi thich ting sai. Nhan vien CTXH dung quan tam tdi viec glop da khach hang hieu duoc su phOng ve ma ho sit dung de xft If nhUng tinh hueng trong cu'ec ddi cim minh. Vi vay muc tieu khac la gulp del khach hang tang curing va sit dung Men phap phOng ye thich hop, tranh nhCing bien phap khong ce Iii; dinh hudng lai each phOng lie gay rat rei thanh nhUng each phOng ve mang tinh xay dung han.

135

Kithuat tang curing ban nga

Duct tren li thuyet dm Ericson, can nha tam li hoc ban nga quan tam tai viec tang curing ban nga cna khach hang va su sii dung kha nang Ii Mai san co cila ca nhan de xac dinh van de va giai phap kha thi. KT thuat tang cuang ban nga cho phep khach hang nhin thay ea hei phat trim va hoc hei tren lien khung holt-1g hoac trai nghiem. Khach hang cling se duos tro girip de c6 duct su hieu biet it han ye ca nhan ho thong qua tim hi4u mue tieu, n6i so hai, ma ttac, h Wang va su that vong. Thong qua Wang tan gith nhan vien CTXH va khach hang, nhan vien CTXH se ha Erg khach hang be di cac vai va cac cach cu xu khong co hieu qua. KIMch hang (kW chi clan rang cal cling ho phai chin trach nhiem cho tinh huiing hien tai cim h9 va cho Wong lai ma ho d6i mat.

Cac ki thuat khac

NhUng nhan vien CTXH sit dung thuyet tam li hoc ban nga c6 kha nang su dung nhieu ki thuat khac nhau de' giup khach hang lien be, bao gam ld thuat giao due khach hang nhiing hanh vi va ki nang mai va ding co cac n& hic giai guy& va chien hide doi oho van de. Cac nhan vien CTXH cling sit) dung mei twang de' "cung cap them cac co hei va dieu kien cho viec su dung kha nang caa met nguai" (Goldstein, 1986). Cho pile') khach hang duct thong thoang ye cam 'cac ding la met ki thuat co the sii dung &Ate. MOt loi (eh cim tarn li hoe ban nga la Hem nang tham gia vao cac hoat ching pining cheing de' flung cao chile nang cho ngUai khac - khong chi la cac khach hang - trong xa KM (Goldstein, 1986).

Li9u phial, va kith* dip troll tam li hoc hanh vi

Lieu phap clua tren tam li hoc hanh vi khong duos clua tren Wan be li thuy6t nhan cach hoc. Muc tieu cea lieu phap nay la giilp khach hang hoc nhUng k5 thuat den phO hay loai frit th6i quen to ti.

KT thuat caa J.Wolpe

Joseph Wolpe gioi thie'u met vai Id that dua teen nguy8n tAc phan xu co diau kien dm Pavlov, li thuyet kith thich - phan ling cim Hull ye viec hoc, va 11 thuyet cua rieng Ong ve viec lam giam lo au bat dau W moo'. Sau

' Wilson, G. T. (1995). Behavior therapy. In R. J. Corsini & D. Wedding (Ms.), Current psychotherapies (5' ed., pp. 197-228). Itasca, IL: Peacock.

136

khi da 'Mc dinh sy lo au trong dong vat sit dung ma hinh K — F (kich thich - phan ring), Wolpe' viit rang viec hoc din ra khi:

Mat phan &roc gay ra trong sit Wang quan tam then veil mat kich thich de cho va ngutti to ket luan rang chinh kich thich do co the gby ra phbn tang do mac du trunc

day no chua teing gay ra phan (mg nhtr the. Neu kich thich co the King gay ra phan do to Won Mating sau d6 lai kich thich ph5n tang da nhieu fain, thi plain xa co

dieu kien c6 le clang &roc cho la da xay ra.

Wolpe da tim each lam giam va loci ha phan xa co digit kien nay qua viec sir dung "Dai man cam he thing" hay "Lap digu kien ngudc".

Giai man cam he -Clang dude dua tren niem tin rang niu phan ring lo au la phan xa co Hen kien hay dude ran luyen ma thanh, thi phan ling Sy ciing co the khdng dude ren luyen MM. DO có dude ski x6a bO digit kien nay, Wolpe da gia thuyit rang, niu mat phan ling c6 the dude xac dinh la khong liking ling voi sit lo au, khi phan dng ay dude sinh ra, ne c6 thd tao cap vOi kich thich gay ra ndi lo au va se ngan than su lo Au Sy hay han chi din mite tii thidu hail qua ciia no. Nguyen tac hinh thanh tit khai niem nay dude goi IA sit ile Lein nhau, cho rang "nil' mot phan ling the day su lo Fang o6 thd dude tao ra khi ea mat tac nhan kich thick gay lo lang, no se lam yiu di su rang butic gi3a tac nhan kich thich va sit lo tang'. Qua than gian va vOi du cac lien kit cap (tac nhan kich throb lo Fang va tac nhAn ngan can lo Fang), s>t lo tang se Min mat va mot phan ling mei c6 hieu qua hOn se dude thay

Wolpe tim ra rang nth:111g tac nhan fie chi lo lang can dude khai dau bang viec hen kit cap *A mot tac nhan kich thich lo Au d Wang dO thgp hay

h6a. Khi sty lo au dude vudt quad cuang dO thgp, ca nhan dan clan se chuydn len mile flip theo cith kich thich gay lo lang. KT thukt nay dude mieu to la su mein cam he thehg, bai no dich chuydn mot each cO he thing tit the nhan kich thich lo au cuang do thg.p din Wang di) cao va tac nhan nay duct lien kit voi tac nhan can tra su lo Au.

C6 ba guy trinh co ban trong sii dung k3 thukt man cam he thing. Trude hit Wolpe thay phan tang thu gian co thd khong tuang hop yeti lo Au. Mudn ki thuat thu gian to bap tang clan dia. Jacobsen (1938), tang bttek Wolpe ban dau day va sau do digit tri cho khach hang bang ki thuat nay cho tdi khi ho dat dude sit thanh thao.

' Wolpe, I. (1973). The pracetice of behavior therapy. New York: Pergamon Press.

137

Buac hai caa qua trinh la tao ra mat chai nhUng the nhan kich thich lo Lang va xep thii hang tit mite kich thich lo Lang thap (hoac vita) tai mac cao (hay manh nhet). Mat bien phap thay the la da khach hang mien to nhang tac nhan kich thich theo mat chaii thOi gian va khong gian, nhu la ngay hoac gio truck mat sy kien (vi du: mat 16 cUM) hay khoang each giaa khach hang via' mat d6 vat gay sy hai (viec dung each xa eon ran deoi vdi viec thin con ran trong tay). Khach hang throe you eau xep mite do lo Lang tren thang diem tit 0 den 100 (0 IA khong lo lung — 100 IA lo Fang tea da hay hoang sy). Thong thuang, khoang each &a eac kich thich tao ra to lAng trung binh khoang 10 diem. Khach hang tang mieu ta, tang chi tie't tang tot, nhiing tinh hueng gay lo Lang cho ho.

131tac ba phei hop hai budc tren de lap digu kien ngtioc cho kich thich gay lo Fang. Do la viec yeu eau khach hang thu gian. Mat khi khach hang da thu gian, hay yen eau ho Wang Wang tang ra rang tang tat, truck hgt la nhting kich thich gay lo Au a mite da thep nhet trong danh sash caa ho. Neu ho they to Au, ha phai bao hieu bang ngon tay trO. Sau do khach hang duct chi dun thOi kh8ng Wang Wyng nua hay x6a. 66 canh gay to Au do va thu gian tra lai. Khi ho da thu gian, ho lai dude chi dun tap trung eau 6o vao canh gay lo long, eau do lai thu gian. Cach thitc digu tri nay se dude lap lai cho tai khi khach hang thyc sy thu gian hoan toan. Khach hang thtiang bao cao khong cOn lo Lang naa khi canh gay lo Tang xuet hien.

Sau khi Wang Wong den mat canh gay lo Fang ma bao la khong cOn lo tang gi nua , khach hang dude you Mau thi:i lam lai trong khoang 10 giay nita va quay tra lai trang thai thu gian. Neu ho lam lai ma khOng co lo Au nao can they nita thi canh tiep theo trong bac thang the kich thich lo Lang dude dua ra. Neu khach hang van khong tao ra dale lo au, nhan viers CTXH có the mien to canh WOng gay lo thing cang chi tiet tang tot de h6 try khach hang dat dude trang thai nay de ho c6 the tien hanh sy thu gian va kiem soot to lung, chi khi lo Fang duoc trai nghiem. Vdi bat ki canh Wong nao, se mat den chiing hai hay ba man trinh then loai ho dale lo Fang, hay no c6 the mat dgn mat, hai, hay nhigu ddt tri lieu Min chi tap trung vao mat canh Wong duy IAA nao do twee khi x6a tan lo au ve. dat &roc cam gide kiem soot lo Au.

Khi cam gide hay mite thong thao da dat dude cho tinh huOng gia Wang, khach hang dttoc khuygn khich thtte hAnh ki thuat mdi chtOc hoc

138

nay trong the tinh huOng that ngoai ddi. Trong qua trinh nay, Id thuat thu gian clang vai tro quan trong, ming vdi viec tiep can len dee bac thang kith thich gay to Tang to bac thdp den bac cao de xay ching su to tin va dat dude thanh ceng.

Kith* hum luy0 su quyet doan

K1 thuat man earn he thong la each can thiep có uu the del vdi nhang lo au hay sd hai ve can di xay ra trong cac tinh hu'eng kheng dinh dang den con nguai. Del veil ski lo Au mang tinh xa hei - nhang lo au co su hien dien cud con nguai — Wo1pe da phat tri6'n Id thuat hudn luyen su guy& doan. Skt quyet doan, von dude coi la kheng tuong thich vdi su lo au, can dude hudn luyen cho nhang thi sinh thay kJ-Le khan trong viec the hien cam giac did ho hay the hien nhung gi ho thich hay kheng thich. Nhung nguai nay thtiong hi lo Au trong cac tinh hu6ng xa hOi. Met cam giac to ai do that) ding co the dude coi la dac diem ph6 hien eila van de nay. Hanh vi quyet doan dude Wolpe (1973) dinh nghia la "each the hien tot bat ki met tinh cam nao ngoai su lo au del vai nguai khac". Quyet doan ce nghia la ngUdi do ea the the hien su gian, buc minh khi can, ding vai viec the hien tinh you va su than thien khi nhiing tinh cam nay la thich hop.

Trong dieu tri, khach hang dude you eau tap duot met tinh huOng can den su quyet doan. Nhan vien CTXH ap dung met chuei hanh vi phan cap. Trude het, khach hang dude chi dan each eu xii nhu the nao (vi du: dude hudn luyen each dung dieu be co the, net mat, anh mat, va giong noi). Ti6p do, nhAn vien CTXH clang vai ngtidi "khac" trong tinh hueeng cho sari do va chi dAn khach hang each sit dung cac hanh vi quyet doan mai dude hoc (Ca dieu be ed the va nen tit). Bade ti6p theo la khien khach hang Hug hanh cac hanh vi mdi trong dat diOu tri nham phat tri6n cac chitin hide sit dung dude trong tinh hu6ng ngoai

Gi6ng nhu ki thuat Tan earn he thong, khach hang xac dinh cac tinh hu6ng xa hai gay ra nhieu lo rang cho ha va phat trim cac kf nang kiem sok tang tinh hu6ng met. Met quy tae quan trong phai theo khi sit dung dttang huang nay la "se kheng tad ra met hanh clang quyet doan nao dem lai nhang hau qua trong phat lai khach hang". Goldfried va Davidson (1994) tin rang viec thi'eu quyet doan cim khach hang kheng dem lai su dei thay doi vdi hien trang eua ho, dac biet del vat nhang phu n3 bi lam dung.

139

Rimm va Masters (1974) da dua ra met "phan ung hieu qua nhd nhat" co it kha Mang dude dap lai vei met phan ling hung hang hoac thu dich. Khach hang cling phai dale day a the hien it /Mat nhung tinh cam tieu cite de eat dude 1(61 qua mong mugn (Prochaska va Norcross, 1999).

Kithun't phan tich hanh vi i'mg dung

Ki thuat phan tich hanh vi ling dung dua tren nhung nguyen tae dieu kien h6a co the dung, kidm tra cac lieu qua di sau met hanh vi. Nhung hau qua mang tinh mei truang nay, hay tinh ngau nhien, chi la tac nhan cling es hay tac nhan trong phat, deli co the deng dgn viec lieu khach hang se tigp tuc met hanh vi thich nghi sai hay hoc dude met hanh vi mai. Tinh ngau nhien mang tinh mai truong lien tuc lam hanh vi cua cluing to dinh hinh. Viet phan tich hanh vi ung dung la co' gang nham kiem soat hay thay dgi nhung neau nhien do de thay del hay sila chda hanh vi thich nghi sai hay de hugn luyen cac hanh vi thich nghi mdi.

Ki thuyt kin'm scant sy viec ngiu nhien, six tuc thdi va lich trinh ding c6

Hau het cac chuong trinh digu tri dua tren hanh vi deli c6 khuynh huOng de' khach hang tang dude them met hanh vi mong mu6n nao do qua viec cling co hanh vi do. De viec cling c6 e6 hieu 14c, khach hang can phai hieu va thuc hien nhung nguyen tare de lam tang xac suit thanh gang. De the nhan cling c6 chide sit dung met each hieu qua, can thigt lap met sv viec ngau nhien. De viec nay thific hien dude, mot m6i thong quan phai dude xac lap girth viec san xual ra met hanh vi dich (met hanh vi can hinh thanh) hay met hanh vi Cu the nao do va tiep not ngay bang met tac nhan clang col Tac nhan cling c6 nay se tra nen nrau nhien nha viec ra dai cua met hanh vi mong mugn. Tac nhan cling c6 tang Ee) net ngay thi cang hieu qua va manh me Mtn trong viec thigt lap hanh vi dich. Ngu too nhan clang c6 khong dude dua ra sem sau khi hanh vi dich dude sin sinh, no se mat hieu luc. Dieu nay rat quan trong khi khach hang dang co gang thigt lap met hanh vi m6i.

Khi mei tudng quan ngau nhien da dude thigt lap va hanh vi dich Bang dude san xugt ra, lich trinh mang co can phai dude xac dinh. Ban alit, met lick trinh lien tuc three ap dung, sau do la kieu ltch trinh gian loan.

140

Qua trinh chuyen of mat lich trinh lien tut sang mat lick trinh gian doan (khang lien We) dttac goi la "lam thin thdt di".

Theo Sherman', viec quan li s‘t viec ngiu nhien cO hieu qua bao g6m 6

1. Nghien effu thao tac hanh vi dich bAng each xem )(et van de theo cac quan di6m hanh vi. Can phai xac dinh cac phan Ung thich nghi sai cling rant cac digu kien chi phdi cac phan ring nay.

2. Xac dinh xem lieu hanh vi dich tang len hay giam di. Tiep do, xac dinh mite dia) nhan dude trong vi'ec thilc hien hanh vi dich.

3. Dinh gia hanh vi dich va xac dinh vach bien do Vach bien do nay la ti le hay mite tan suit xay ra mat hanh vi. NO Cho phep ban do dive, nhu cO, sti thay dal xay ra trong hanh vi dich.

4. Quan sat khach hang trong h6i canh cua nail de d6 xac dinh viec ngau nhien xung quanh hanh vi. Luu y tdi cac viec neau nhien la cac tac nhan cling cai

5. Xfic dinh cac tac nhan ding co, xem cluing &lac digu hanh nhu thd nao, e dieu kien nao thi chting dude hay kh8ng dttac dua ra. Viet nay se dem 14i mat sti dal thay trong cac digu icien (hay cac viec ngau nhien) ma gay anh huang den hanh vi va dem den su thay d6i.

6. Sit dung du lieu vg bien do, tidp tut dinh gia hanh vi dich can thay dSi. Neu k6t qua mong mudn van data dat ditoc, can chinh sua 14i nhang viec ngau nhien.

Cac the nhan cUng c6 co the do cac d6i Wong khac nhau en dung, bao gam mat clai li tham van ben ngoai, mat ca nhan chinh ban than khach hang, hoar su kdt hap cim nhung nguei do. Khi toan be mai trttang dude xay ding Ata tren cac nguyen the digu kien Ilea co tac dung, n6 cluoc biet den nhu IA mat "he th6ng quy tide". Nhiing gi von dudc coi 1a cue tac nhan ding co tich cue (vi du: xem truygn hinh, thdi gian ranh, di clan,...) dttac bidn thanh ngAu nhien del yen hanh vi tich cue va thfeh hap. Viet ding c6 ngay Pap We se la viec Wang trung; khach hang dimc cip mat quy tide, thueing a dang met the. Dtia tren mat he thoeng gia tri da thidt lap trade (vi du, quy

Sherman, A. (1973). Behavior modification: Theory and practice. Pacific Grove, CA:

Brooks/Cole.

141

ttdc mall de gifi tri bang 10 diem va mau trong gia tri 25 diem), khi met ngubi da kiSm dude du] diem, ea the trao so' diem quy tide can thigt lay thu uu dai mink mugn en.

De he thgng trao dei quy tide cO hieu qua, town be nhiing nguai can be tham gia phai ph6i hop vdi nhau, co gang dat dude su thgng nhat trong viec digu hanh chtidng trinh quy tide. Cac quy trinh cu the phai dude vach ra, va moi ngudi phai tuan theo de tranh nham lan. Chc nhan vien can dude nhac nhel phai cling co hanh vi 'Lich ckic caa khach hang de lam tang tan suat xuai hien the hanh vi mong mugn. Qua thai gian, nhiing phan thuong huu hinh (cac quy tide bang the) can phai dtiOe thay bang the phan thttang it xac thus hdn (lai khen) de auk day dtioc Let hdn ngoai men trtiling digu tri.

Neu muc dich dieu tri la lam giam met hanh vi trong khi s& dung thu tue cua he thong quy tide, thi m6i lan mot hanh vi dich can 136 song kheng dude thi ngttai do bi "phat" bang each thu Kai met s6 hiOng the hay diem quy tide nhat dinh nao do. KT thuat nay da to ra thanh cOng trong viec dieu tri tat not ca lam, higu deng, an nhigu, htit thuek, hoc kern, can mong tay va nhfing hanh vi chgng dea xa hei d nhung ngtioi tre tu6i pham phap.

Ki thuat lap hlp d6ng cam 881 ve' viec ngau nhi8n

Met hop &Mg earn kgt ve viec ngau nhien la ban giao keo nghiem tut &toe vigt ra gifia hai hay nhigu nguei nham xac dinh cac hanh vi cu the can mong do (the hanh vi can tang len hay giam di), ding vdi the phan thudng hay phat co' lien quan. CO narn ygu t6 can thief, oho ban hop dgng. Trtide hit, no phai xac Binh re m6i ngtidi se dude nhan gi khi hoan thanh hanh vi met each tot dep. Thu hai, cac ben tham gia phai ce kha nang theo del chioc hanh vi. Thu ba, neu hanh vi kheng dude flute hien dung theo tieu chuan thea thuan, thi can phai thi hanh hinh phat da dinh ra t8 trudc. Thu tu, phan thuling phai chioc trao tang khi tong viec ducic lam dting nhu hOp &Ong. Va thu nam, viec co ung thuan hay kheng phai dude vigt ra bang van ban de cu phan h6i nhat quan vg hanh vi dich va viee cung cap cac tae nhan sung co. Sy ung thuan vdi ban hap deng tang len khi tat ea the ben có lien quan tham gia vao qua trinh ti'en trigin ciia hap deng do.

Kithuat sir dung then gian kheng cling c6 Quy trinh nay chive xep vao hinh flak trUng phat vi hau qua lam

giam hanh vi. No loaf be del tuOng khoi bat cu co hei dude sung c6 hanh vi

142

nao trong met khoang that gian ngan. Khi met hanh vi dich xay ra vdi raw dich lam giam hanh vi da dinh thi sau do la met khoang thai gian khong sung cg. Thong thuang, met dila tre bi dat flea tren met ch6 trong etc hay met ndi vang tang eila met can phOng trong met quang that gian quy dinh. Trong sugt thai gian do, no khong nhan dude bat ki met hinh thile cling co nao. De Id thuat nay dude hieu qua, nguai ldn khOng Wong tac vdi diia tre ngay ea khi dude thuygt phut la phai lam \Tay, ngoai frit trudng hop khan cap hay nguy hiem. Trude khi stiff dung Id thuat nay, nhan vien CTXH can

xem xet hanh vi dich met each can than. Vi du, neu dila tre tranh dieu tri bang each doff thai gian khOng cling cg, thi phai tign hanh met Id thuat khac thay thg.

Kithua't dinh hinh cho hanh vi

Khi met hanh vi mdi phai dude hoe, thudng phai Chia thanh cac mOi phan nen day tech biet nhan, hay theo tign trinh lien tigp cho den khi 'ante hien nhiem vu cugi de chgt lai. Cac hanh vi dude day thanh chu6i tit dam tdi eugi. Khi mdi hanh vi dude thtic hien dung, no can dude ding co. Tudng t,t nhu vay vdi hanh vi tigp theo.Viec nay se tigp tue cho tdi khi hanh vi dich dude ti6p thu.

Met vi du có the la viec hoe di xe dap. Trude hgt nguai hudng clan chi cho diia tre bigt dieu chinh ban dap trUdc khi len yen. Sau do dita tre hoc each can tay lai dung. Lk nay, no hoc each leo len yen xe. Khi a tren xe rot, ne. hoe each gift thang bang trong khi dap. Thttang vie(' nay dude lien hanh vdi viec lap them banh phu. Khi banh phu dude thao ra, met nguei Ian se ehay theo ben canh ngtioi dap xe va gilt' yen sau xe trong hie dila tre hoe each vita dap, vita gift thang bang. Khi dua tre dap xe dude chat than net,

ngttei ldn do se ho tay ra. Ngudt nay ban &Au be tay ra chili it thei, sau do 'Au clan len cho tOi khi dita tre thuc skt dieu khien dude toan be cai xe ma khong can trd gidp Sau mdi Miec thue hien chide, dua tre dude cling co

bang nhung lai khen va ghi nhan thanh tong.

KT thu4t sir dung nguyen Vac Premack

Ngu roue dich la lam tang met hanh vi thuang kheng hay dude thip hien, thi met hanh vi thuang xuyen can tre thanh met tae nhan cling co a khuy'gn khich viec san sinh ra hanh vi a tan suet th6p kia. Met vi du c6 the la viec met dfia tre kheng chin lam viec vat trong nha. N6 thuang xuyen

143

ngoi tntec may vi tinh chdi tro chdi. De lam tang hanh vi giilp viec vat trong nhA, no dude thong bao la thai gian dung may vi tinh marl no se dude cho phep nelu no danh met thai Wong nhac dinh de gidp viec trong nha hay sau khi no da hoan thanh met se: nhiem vu da giao. Va the' la cai may vi tinh tra thanh the nhan cling col glop lam tang luring tong viec vat phai

Kith* ding co' phan brat d6i vdi nMing hanh vi kh8ng tudng hclp Mtn dich cim viec ding col khong phan biet clOi vdi nhilng hAnh vi

khong tudng hop (xung khac) la de lam giam met hAnh vi cu the bang each cang c6 cac hanh vi khac co can thiep tad viec san sinh ra hanh vi clich. Vi du, nen hanh vi milt tay giam di, dila tre co the dude chdi tro chdi dien khien no phai sa dung ca hai tay. Khi dim tre mai me vdi tro chdi, tay no khong con rOi va khong milt tay dude MM. Met dna Ire hay cay mun ha co the (kW yew eau cho tay vao toi va nen khuyen khich dOi vdi hanh vi nay.

Kith* lam man do tren li thuyel hoc tat, Thla tren tong trinh caa Bandura, viec lam mat' da dude sit nhu

la met Id thuat chila benh try giup viec hoc nhitng hanh vi mei hoac tro giup sv phat trim cua nhung hanh vi del ph6. C6 narn chile nang cc/ bin cua viec lAm mau: day, nhac bai, (King vien, lam giam lo Au va thOi khuyen khich. KM day met hanh vi mdi, ngtioi huang clan co the thao tic mau cho nguai hoc. Met hutin luyen vien bong &á thing han, thUang lam mau each bat mot qua bong tren san co nhu the nao. Viec nhAc bai la de cho ngudi hoc sail sang hoc tiep. Khi met nguai lam mall, chi ll a chelc gal ra va nhac de ngUai hoc dan lam dude nhu mau. Mot giao vien cep met co the nhAc bai cho hoc sinh ena minh trong viec giai town sau khi ngudi do da hudng dan tren bang xong vi noli a ban giao vien. Viec deng vien co the xukt phat tit viec nhin thky phan thliang ma nguai khac dude nhan san khi hoan thanh met nhiem vu. Nhiing eau be va co be muen tro thanh van deng vien hay nguai bleu (lien chuyen nghiep co the dude clang vien nhieu Ilan de theo duei sU nghiep sau khi nhin thky khan gia tan tlatang man bieu dien cim nhang nguai chuyen nghiep nhu the nao. Viec lam may co the cling dude sit dung a lam giam nhung hAnh vi rat rel. Vi du, khich hang co the lam giam lo au cim minh ve mot doi tudng hay met tinh huOng sau khi ho da xem ai do x& li del Wong do hay vudt qua tinh hueng do met each thAnh cling. Cac caw be c6 the khong nhay xueng he tii met mom (la dude cho t6i

144

khi chUng nhin thay nhung d3a tre khac ding tuOi lam dude. Thong tkt nhU the, met ngudi co the kite/1g dam cam met con ran, nhung neu ngudi do cthing kien ban tet caa minh lam chitin ma kheng lam sao, thi ngudi do co the quyet dinh la viec x& li con be sat do ding On ma thoi.

Trong viec digu tri true tiep, viec lam mau co thg doe ap dung theo nhigu each khac nhau. VI du, met mau sting dog en the dugs thue hien de khach hang quan sat. Doi khi ngtthi lam math thktc hien hanh vi met vai lien trong khi khach hang quan sat, do sau do khach hang thqc hien dude hanh vi do. Hanh vi malt c6 the mang tinh tueng trung: met doan video, tranh, anh deli có ich ea.

Vied clang vai va tap duct hanh vi la met hinh thitc lam mau cho phep khach hang nhin flatly ngudi khac xV li co hieu qua met tinh hueng mdi hoac gay lo Lang. Vied lam mau cling cho phop khach hang thus hanh cad ki nang hay cad chien hide dal ph() mai dude hoc trong khi can nhac nhang kha nang va ke hoach thay the. Vied dOng kith phan vai tatting dude sU dung de ginp khach hang phat trien cac ki nang guy& doan. Vi du, met nglibi rut re co the thuc hanh cac ki nang phOng van nghe nghiep va hoc each dap lai ca bang lai va phi lei del voi eau hen caa Ong cha Ewing lai.

Cac kithtat dip tren lieu Oar, nhan thac

Ki thuat nay de sit) a Chia viec x& li thOng tin sai lac va phan doan sai, nhd do khach hang se thay deli dude ye tinh earn va hanh vi.

Lieu phap nhan tilde la met phttdng phap tiep can cha deng, dinh 'thong, co co eau gidi ban ve thoi gian, thick" Ring de tri lieu met loat nhting rei loan tam thAn. Lieu phap nay Oa tren co sa 11 luan ngn tang la "anh huang va hanh vi cua ca nhan phan ldn do each ea nhan de nhin nhan yg co

cgu the gidi quyet dinh" (Beck va Ong skt, 1979). Khai niem then ehet co lien quan den li thuyet to duy nhAn manh vao anh lutang trong suy nghi cna met ngUdi len tarn trang va Minh vi caa ngudi do. Dac biet la viec dieu tri tap trung vao nhang suy nghi kheng Hitch nghi hay sai chile nang va each the hien cith ho trong nhung van de tinh cam va hanh vi. Mue dich caa li thuyet can thiep nay la sita chua viec x>t li thong tin sai va phan doan sai, nhtt do khach hang se co chicle skt thay trong tinh cam va hanh vi. De dat &roc dich nay "nlifing ki thuat tri lieu dude thiet ke de xac dinh, kiem tra thus to va sita lai nhung rei nhieu trong quan them va niem tin sai chiic nang" (Beck va tong ski, 1979).

145

KT thuat sir dung quan he sang tac

Thiel lap met mei quan he tri lieu Hai ckic IA met phan then chet cua kik tri lieu nay. D6 dat dude mei quan he nay thi nhung bien phap gay thien cam cost lai (su cam thong, su than thus va quan tam tich ale) dime sU dung. Dieu quan trong a mei quan he nay IA nguai tri lieu va khach hang plan Imp de giai quyet van de. Kh6ng gieng nhung ma hinh tri lieu khac, kinh nghiem nay gui y rang ca khach hang va ngltdi tri lieu phai tham gia tich cue vao qua trinh dieu tri.

Muc (Itch cith moi quan he nay la de nhan vien CTXH tham gia cang khach hang nha met del tac, trong vies hieu va giai guy& van de. Ban dau, trash nhiem dau tien dia khach hang la xac dinh va n6i ro nhAng suy nghi va hinh anh tinh than, eung vdi nhung tinh cam va hanh vi di kern da gay ra van de. Vai tro cua nhan vien CTXH tai thai diem nay la hidu chi gi khien khach hang vitang vao van de do. Nhan vien CTXH thuang thien ve lAng nghe khach hang ma to nhiing cam gine, hanh vi khong thoai mai hay met ski kien khong en dinh hoac phien nhik trong (Alec dai cith ho. Barn theo ]di mieu to cith khach hang va danh gia thau dao sac van de, nha tri lieu se zee dinh lieu c6 nen sit dung ki thuat to duy hoac ki thuat hanh vi hay phOi hap ca hai. Muc dich cna tri lieu se tap trung vao vies sAa chila each thong tin sai, nhUng suy nghi to phat va chinh sita phfin doan thich nghi sai.

Kt thuat sv dung bai tap ye nha

Nhiem vu lam bai tap do nhAn vien CTXH giao la met phan dm qua trinh can thiep va phai dude hinh thanh giva nhung dot dieu tri. Hai tap nham met s6muc dich

• Khien khach hang van con tham gia va la day n6i vdi nhan vien CTXH gicia nhung dirt digu

• Gidp day nhanh tee de dat roue dich bAng each khien khach hang that hien nhung ki thuat mai hoc dude.

KT thuat sit dung m6 hinh A-B-C

Trong qua trinh diet' tri, dat muc dich tao thay dei trong tti duy, ca nhan vien CTXH va khach hang deu xem xet nhung gi to phat trong suy nghi, phan doan cUa khach hang, can thiep va ket luan 4 ban than hoac

146

khac dya tren each khach hang 11 giai qua khi, hien tai hoac tudng nguoi lai cita anh ta. Suy nghi va nigm tin dm met khach hang dude lap duUi dang gia thuygt va sau do kiem tra thing cif he tro hay phi nhan tinh hien lye city gia thuygt.

Qua viec s& dung eau hOi va thao luan, nhan vien CTXH khai that duct nhiTing thOng tin Cu the ve suy nghi, earn gide, hanh vi va dac biet la khi Chung xay ra trong sugt va theo sau nhung ski kien khiing hoang. De glop khach hang hieu xem mei khia canh cua hanh vi con nglidi dien ra nhv the nao, Ellis va Harper (1975) chi dAn khach hang theo me hinh A— B — C.

A: nhung ski kien hoac kinh nghiem ma khach hang nhan bigt dude. Su kien do co the do met ngtidi trong mOi trtiOng ena khach hang gay ra, NTT du: nhan xet tieu cue dm Ong chit ban vg ding viec cita ban hoac sV kien do co the la kgt qua cUa met dgi tuong hay met then bign nhu nhan diem kern Cho bai vigt hay nhin ra cifa se va thy rang dem qua met tran bao lOn da quet qua. Trong mei tinong hop, ski kien gay kich dOng phai (We nhan ra va cam nhan theo met each nao do.

Kgt qua cila A la khach hang co met kieu suy nghi hoac niem tin B nao do vg A. Doi vdi khach hang eV di tim kiem each lam tam trang bdt tang thang hoac sita chila hanh vi tieu cue thi suy nghi hoac niem tin nay theo each nao do so bi khimg hoang. Theo Beck va Weishaar (1995), suy nghi xay ra a ea, mac de khac nhau. o met mite de, do la nhilng suy nghi to phat, suy nghi tp phat xay ra ngay lap the hoac ngAu nhien de dap lai met sV kien gay kich deng. Khach hang thttang có the duct chi dan a the dinh nhung suy nghi to plant nay bang each Chu § tai chting khi eti kien gay kich deng xay ra hay xay ra ngay sau mot sv kien.

Mite suy nghi ti6p theo la "phan doan nen tang" va `Thai de", dOi khi duOc coi la hide d6 to duy dude phan tich qua nhilng trai nghiem khach quan. "Nhilng phan doan dinh dang kich thich cna nhan thite vao to duy, xac dinh rave Bich va cung cap each giai thich va nghia cho sp kien. Chang co the kha en dinh va narn ngoai ski nhan thitc cua khach hang".

"Nhung suy nghi to phat cling chrOc sinh ra t3 nhung phan donn nen tang". Khi cc') the, ngtfai tri lieu this xac dinh va sita chila nhung phan doan hay nhinig nigm tin col loi co sat sot nay bang each ph6i hop vdi khach hang de xac dinh nhung van de tren va tro gitlp viec phat trier' cae ki thuat lam cho nhtilng van de do phai chuyen bign.

147

C: nhung ket qua lie cam giac va hanh vi ma ngUdi to tit qua yen la ket qud cua nigm tin B ma dude khai xudng to su kiln kith hoat A.

MOt s6 earn gide c6 the bao gem so lo du, lo sd, thinh no, thu dich, tram cam, boon rau, hen hoan hay thoai mai. Nhiing earn gine nay ce the a Bang phirc hop hoac dang den le. Hanh vi c6 the ducic the hien can bang nhung khong chi gidi hand rill -Ling hanh vi ne tranh, hieu chien, thoai trao, lieu linh qua mite. Nhfing cam giac hoac hanh vi nay c6 the clan den so tram earn mang tinh ca nhan hay )(a hei khien nguai do phai di tim su ha tro t3 cat chuyen gia.

Sit klen kith hoac (Activating event)

hliek tin (Belief) Cab hAu qua ye cam gidc va hanh vi (feeling and

behavior Consequences) Bit& vao nha, dila con Tai sao n6 khong bill cach lam gi Cam glee: tut gian, met vi thanh nien goi Si tai tat hdn the trddc khi tOi vl nha? mai, cau kinh tot klac. CO mot bong nude tren tran rd ri.

N6 thlt rig& khi choc cai bong nude ay ra; moi nguei ai cOng bill

Hanh vi: la het, sap cria,

bao con S al ngu, n6i nhy Con toi a choc n6 ra la phai treo len mai nha de" thu ra lenh vdi St ca moi bang mot con dao de don nit& titan do. Tai sao Itic nao ngveri xung quanh. nu& thoat di. tbi cling phai xet Ii nhung viec

nay? T6i se phai mat ca dem a giai quyet VU nay mat, va tli se cha'ng &roc nghi ngdi gi ca.

BANG 4.1. Vi dy cua mot so dl A- B -C

Ki thua't giao chic khach hang

Theo Berk va deng nghiep (1979) each tat nhit d@ huen luyen khach hang then ma hinh nhan thfic clime tien hanh thong qua nom bit& ca ban sau:

1. Xac dinh suy nghi to phat (tit duy) 2. Trinh dies mei quan he gifia ht duy va Anh Intang/hanh vi sit' dung

nhung vi du cu the 3. Trinh dien so hien dien tit duy to trai nghiem eda ban than 4. Giao benh nhan vile can lam de tiep thu nhdn thee 5. Xem xet lai nhung dieu benh nhan ghi &fee (bai tap da lam) va

sung cep phan hei cu the

148

Nhan vien CTXH vdi tU each la hudn luyen vien, gitip do khach hang hieu dude the nguyen If co ban dm me hinh mik va lam the nao de cac nguyen If nay ap dung dude vao vain de cua khach hang. Met trong 56' cac buck dau tien cua phdong phap tiep can nay la giang giai v@ mo hinh tu duy, nhan manh ddn mth quan he gills, vies khach hang nghi ve ban than, nmidi khac, the tinh hhong, Laing lai nhu the nao va each ho earn nhan va ed

Mot each khac minh hoa cho anh 'wag cua suy nghi len cam giae va hanh vi la hOi khach hang xem hy earn thy nhd the nao tren &tang tdi cuec hen nay vdi ban va trong khi ng6i JO ban. Khi cam gine da xac nhan dole r6i, nhan vien CTXH se hai khach hang h6i Wang lai cac suy nghi ma khach hang da cO. Si lien hot nay gitip bee 10 mth quan he girth suy nghi ve vies den tim stifle try va cac cam gide he qua. NhAn vien CTXH sau do gitip khach hang test the gia thuyth cua ho a de chinh xac dm suy nghi cua ho. Tai thbi diem nay, nhan vien CTXH c6 thd bat dau vies huan luyen khach hang quan sat Ira ghi nhd the suy nghi rSi loan chile nang dm minh.

Cac kithuat nhan auk

Khi can suy nghi a B dude xac dinh, nhan vien CTXH co the thdm tra bang each shi dung cac eau hot a tim b6t cu 16i to duy nao (khong nhdt quan hay mau thuan). Cac Id thuat nhan thiie se &hoc sa dung sau do de saa chlia nhung ni6m tin eheeh hdOng nay (Ellis va Harper, 1975). Viec tha'm tra va tra. c nghiem thick td cac suy nghi va hinh anh tu phat la ki thuat cd ban theo me hinh dieu tri nay. Niue dich la de gitlp khach hang mieu to ehfnh xac Win va phAn tich chile each ho nhin nhan ban than, ngtidi khac va the su kien trong cuec den nhd the' nao. Chudn trac nghiem phai phai hop vdi ai khong tram cam, hoang se hay tile gian. Cac stl that, chit khong phai cac fr kien can dude rut ra qua the cau h6i, va khach hang &tee yeu cau xac minh de tin eay cua luan. Vi du: "Tea hieu la chi nghi rang anh ay dang lanh nhat vdi chi, nhung chi ce bang chfing nao de ket luan the kitting?".

KithOt tai xac 11:t

Ki thuat tai xac lap khuyen khieh khach hang hay e de trong vide xac dinh van dS of quan diem khac. Thay vi nhin nhan van de la "TM killing có ki nang thi eii gi ca", ho se dude khuyen khfch de tai xac lap vide nay la "'Poi

149

can co them kinh nghiem vg thi cit". Van dg phai (bloc tai xac lap theo cac thuat ng8 cu the va chinh xac hdn.

Ki thuat tai quy gan

Ki thuat nay mai khach hang xem xet the nguyen nhan khac gay van dg. DOI voi nhUng ai hay thien vg viec nhin nhan ban than la ngttai ganh trach nhiem met minh, thi ki thuat nay khuygn khich ho xac dinh nhigu ygu tgda gay ra van de cho ho. Khi cac ygu tgda xac dinh, khach hang duck yeu eau phai quy trach nhiem vao that thing chO.

Ki thuat phan tan chn 9 KT thuat nay la met Id thuat nhan thitc khac, dung cho nhiing nguai

hay lo au, luon cho minh la trung tam dui Y cua moi ngttai va ai cling bigt ho dang cam thay thg nao va suy nghi gi. Qua chili van, khach hang duce khuygn khich tim kigm bang chting cho thdy thkic ski moi nguai dang chi" tam tot ho va xem xet nguai khac doe to duy cua ho nhu the nao. Khach hang duos giao nhiem vu di tali nhdng boi earth xat hoi khac nhau. 6 do ho phai d@ y" nhung nguai xung quanh xem ngudi to co chti tam dgn ho khong va a miie de nao. Tip do, ho phai tim hieu xem nguai khac nhan bigt vg minh nhu th6 nao trong khi ho gia ho IA ckic ki quan tam, chu y dgn ban than minh. Niue Bich caa viec nay la de gitip khach hang xoay trong tam chn y ra khai ban than ho va hudng no tea nguai khac.

Cac ki thuat hanh vi

Cac Id thuat to duy co muc dish chi/1h IA chinh sit' a hay thay dea suy nghi va phan doan claa met nguai., met trong, nhiing thanh to gitip dat duce kgt qua la sit dung cac k i thuat hanh vi. Cac kT thuat hanh vi dttOc thigt kg ban dau de thach thiic the phan doan va suy nghi to phat ding vai h6 tro viec hoc nhang hanh vi mdi. Khach hang sii dung met clang platcing phap khoa hoc, su hinh thanh kinh nghiem de xac dinh ski thing clan hay sai ldm trong suy nghi cua ho bang each hanh dung hay cu xit theo mot Intang nao do roi kia'm tra kgt qua cim hanh deng dE chiing minh hoac phan bac cac gia thuygt. Cac ki thuat hanh vi có the lam tang cac hanh vi va ki nang clOi pho hay giai quygt van de.

KT thuat lap lich trinh hoat Ong

Giao bai tap a nha la met Id thuat chudn muc dude sit dung trong me hinh nay. NO cho khach hang cd hal kiem chUng cac phan doan cua ho va

150

thpc hanh the ld nang mdi hoc. Khi khach hang dang thkic hien bai tap a nha, ho thueng dude yeu cau theo del the suy nghi (B) va tam trang cang hanh vi (C). Khi ki ding tign trim, ho hoe each kiem tra va thi thach cac phan doan sai vi thay thgchting bang nhiing phan doan ehinh the, logic hdn.

Dgi vdi nhfing khach hang khOng linh hoat trong to duy, hau hit do ho qua tram earn, lo au qua mUc, thi ki thuat lap lich trinh hoat Ong la bien phap can thiep ginp ha chgng lai hanh vi cg luau eaa minh. Berk NIA &Ong ski (1979) dg xual rang bin nguyen tae sau day can dude phgi hop khi

thuc hien theo lich trinh. Trade het, khach hang can dude thong bao rang chang ai hoan thanh hit dude kg hoach ma ho Lung vach ra. VI thg khach hang khong can phM bugn khi ho khong thanh tong 100%.

Thti hai, khach hang dude khuygn khich the dinh kik hoat dung chiOc ties hanh vat) hie nao thay vi the dinh xem ho lam dude bao nhieu. Cac ygu t6 ben ngoai co thg anh huffing din so itiong tong viec ho lam duct vi nam ngoai tAm kigm soat cua khach hang.

Thu ba, khfich hang can dude nhac nha rang c6 gAng Hug hien hanh deng la viec quan trong nhgt, chit khong phai la moc thanh cong caa viec Hive hien no. Viet c6 wing thuc hien hanh dung met each ddn thuan da cho nhan vien CTXH va khach hang Hying tin can thigt va heiu ich.

Thil tzl, can danh thai gian mdi ngay de bg tri ke hoach cho ngay horn sau. Bugi tog la thoi diem tit, khong nen a d'e'n trude hie di nga vi nhu thg thi vies lap kg hoach co thg gay ra cac suy nghi khign khach hang mat nga. Viee bigt rang n6 hic thi quan trong hdn la thanh tkiu khign khach hang vudt qua dude the suy nghi tieu cue ye nhiem vu dude giao. Nhan vien CTXH cAn gang co ST Wang do khi ho thuc hien ding viec, khong nen danh gia moc de giai hay kern caa ho, ma phai quan sat xem ho cam thgy nhu thee' nao va xac dinh cac suy nghi (B), lien hop thong vdi cam giac vi hanh vi (C) va hoat deng (A).

Lich trinh co thg mat den vii ngay hay mat tuan, thudng la the hoat Ong Cu th4 ca ngay. Cac hoat Ong tren lich trinh gem the hoat dung sinh hoat hang ngay nhu day vao hie 7 gia sang, rim mat, in sang, ... hay no co the bao gom kg hoach cho mat ski kien hoac nhiem vu dm met thing viec nao d6: nhu goi dice, n thoai cho khach hang tif 9 gie din 9 rual,

151

Kith* xe-p hang sythanh thao va thoii mai

Khach hang thtiOng dude yeu cau xep hang ski thanh Chao va thoai mai cila ho trong m6i hoat deng theo lich trinh hang ngay. Su thanh thao la mac de cua viec thtfc hien hoat deng, hay no chi ra nguai do dap hien met nhiem vu Vit den dau. Ski thoai mai la mac de thIch the ma ngdai do cam thgy khi thkic hien nhiem vu. Muc dich cua kT thuat nay la h6 trd khach hang nao khong bigt lam tot vies gi hay kh6ng c6 su thick thtl trong cling viec dude kiem chung doi vOi phan doan caa ho.

Khach hang khi no tranh nhang hoat deng thoai mai. Qua viec hei twang, ngttai h6 trd va khach hang tim kiem nhitng thdi diem hay nhung su kien trong qua khu ma khach hang thAy la ho dude thoai mai. Sau do khach hang dude giao nhiem vu d nhu la tham gia vao bat ea hoat thing thoai mai nao va 'cep hang cho mac do thanh thao cang nhu thoai mai. Wet qua mong muCin IA khach hang the dinh dude so- lacing nho cam giac a chin trong viec tham gia vao the hoar. Ong cling nhu la they dude cam glee hoan thanh hay thanh tkiu, to do thy dung ski dei thay trong suy nghi va tam prang. Cac tilling tin tao ra bai hoat Ong do cho phop khach hang xem xet met each chinh the him va saa chaa dale nhung suy nghi tieu cue, moo m6.

KT thuat giao nhiem vu theo tang mac dO

Ki thuat nay dung de chuyen khach hang to viec thuc hien met hoat deng it khe khan len cac hoat deng khO khan Min (dac biet huu ich cho khach hang hi tram cam hay hi Cie ch6) va rei tdi viec hoan thanh cac nhiem vu dude giao. Nhin chung, viec time hien thanh cling Olin tang mac d6 to tin dm khach hang va cai thien tam trang caa ho. Nhan vier' CTXH can phai gun gui \th khach hang va guilt) ho trong nhung n6 Ipc cl6 kim nen hay la di cac thanh tun da dat dude cila chInh minh.

Trong k3 thuat giao nhiem vu theo tang mac de, van dg va bien phap giai guy& chmc xac dinh va chia thanh tang bitOc to phae tap den don gian

Khach hang dude yeu eau thkic hien va cung cap phan hoi theo tang bade, that Cu the va co law y den kha nang hoan thanh nhiem vu caa ho. Khach hang va nhan vien CTXH sau d6 xem xet thkic to hoat deng cim khach hang, danh gia lei viec dat dace muc tiou hay khong dkia tit nhung no he cua ha. Khach hang tang dein mac de khb cua cac nhiem vu cho tei khi ho dat dude num dich. Ki thuat nay e6 the dude ap dung cho met khach

152

hang có than doan la In am anh ve khong gian, hay not sd hai khi a nhung

ndi tong cling hoac lam digu gi de, clang thu he. Muc dich cu6i cling ceia khach hang la phai di mua sam mot minh a mat quay hang. Mac du day khOng phai la mot rave dich thus te, do co the la met nhiem vu qua Ion de xU 1f trong ch6e lat. Do do, nhiem vu phai dude chic nhe ra thanh nhung phan vine de lam Min, nhu la lai xe tdi ch8 gin xe va nged lai do cho tdi khi cam thMy cam gide thoai mai nhung. Sau do, khach hang phai di 60 vao lei di, sau do bUdc vao quay hang, va di lai trong dO trong vOng xap xi 30m. Qua giai doan do, khach hang se co the di xa hdn va it can d6n su h6 fro hon. Hien nhien la Id thuat nay gio'ng yell Id thuat phi vd su man cam hC th6ng. Tuy nhien, each digu tri co kern theo twang digu tri vg to duy.

Ki thuat hudn luyen tinh guy& doan va d6ng kith phan vai

Gi6ng trong lieu phap hanh vi, khach hang dude huMn luyen cac ki nang nham giup ho giao lieu vdi nguoi khec va the dinh cac phtking phap

thay the trong viec cU xei vdi moi nail hay nhiing tinh hueng khac nhau. mei truing digu tri, ho Hive hanh cac ki nang mdi va dude nhan vien CTXH huMn luyen hay lam mau cho minh. Nhan vier' CTXH au dung viec lam man kiem tra cac suy nghi cu the cira khach hang co lien quan den viec thuc hien cac hanh vi mdi trong n6 he the dinh va siia cheia bat ki nhung me° m6 hay 161 nao di ken' the hanh vi do.

Ki thuat sii dung lieu phap Fly con ngthai (d6i arcing) lam trung tam

Qua trinh digu tri bang ligu phap lay d6i Wong lam trung tam bat clan ngay to lan gap gd dau tien. Bai trong tam la khach hang, ho dude quygn quyet dinh can chii trong nhUng gi trong dot digu tri. Nguoi he tro khong tham gia vao bat cu met hinh their danh gia hay tham tra qua khil cua khach hang hoac met chudng trinh nao 06 gay anh Intang den muc lieu do khfich hang dat ra. Nhan vien CTXH the hien su ton trong viii khach hang va ling nghe trong khi bee 10 sti nOng hau va thai do tiep thu. Khfieh hang chinh la ngnai phai quygt dinh xem ddt digu tri se di theo &tang nao VA co chuyen tr.() trao d6i, th610 tinh cam hay chi im lang. SO- hieing dot digu tri ding phu thuOc vao khach hang, et-mg nhu phu thuec vao tan suet nhUng cuee hen gap digu tri. Lieu phap digu tri se tiep tuc cho tdi khi khach hang quyet dinh rang ho khOng mugn tiep tut viec nay c6 the xay ra sau met hay nam mUdi ddt di6u tri hoac hdn the.

153

"Li thuyet nen tang cua liOu phap 16y doff Wong lam trung tam chinh la viee nhan vien CTXH thanh tong trong viec the hien tai nang (genuineness), mei quan tam tich cue ve diet' kien, r6i khach hang se dap lai bang nhung thay d6i trong t6 chitc nhan each'. Nhan vien CTXH dung chinh nhung pham chit ea lei nay a gitip khach hang dat dude muc Bich hien thtic hoa ban than (self-actualization), kha nang phat Erik tidm nang met each day du'. Hai Rogers tin rang loci ngUdi ce sa Mill met xung

ba'm sinh trong nthing hanh vi xa Ma, tang viee dat ra trong quan he Ong tat dieu tri la gitip khach hang than b6 nMing trei buec co trong sU ph& triers (growth) (Miller, 1999).

Kr thuat sit dung HO phap cam th8ng

"Cam thong la met qua trinh tich cue, tile thin, lien tut. Nhan vien CTXH co' Ong tea da de nam bat dude va song trong nhfing thai de ma khach hang the hien thay vi chi quan sat nhiing thai do iy, than down nhung thai do do, hay nghi each khien cho qua trinh dieu tri tieen triers nhanh dat dude digu nay. nhan vien CTXH phai chti y xem khach hang dang truyen dat gi qua nen W va phi nem tit, chit y dae biet tdi nhung cam gide me khach hang da trai qua va the hien ra. BAng each c6 gang hieu toan bo nhung kinh nghiem cua khach hang va truyen dat sU hieu biet d6, nhan vien CTXH tang Wang dude met quan he cua minh vdi khach hang. Qua Hap to diet' tri, nhan vien CTXH se co the vudt len tren nhung hieu biet Wang Lu ve cam giac cua khach hang va nho do dat dude sU hieu biet ii hang nhan thile sail

KT thuat sir dung lieu phap quan tam tich cut

Lieu phap nay chinh la thai do khong phan xet cua nhan vien CTXH del vdi khach hang. Khi khach hang cam thiy dude va quan sat dude phSrn chit khong gia tao do, ho se thiy thoai mai Min a thd hien tit ea nhung cam giac ma ho co vao luc do mA khong sd hi tra dim hay len an. Do do, ho co the thing nhit trong viee TIM len nhang cam giae that, dem lai chuyen Bien tich eye trong didu tri (Rogers, 1986).

Raskin. N. J. & Rogers. C. R. (1995). Person-centered therapy. In R. J. Corsini & D. Wedding (Ed.), Current psychotherapies (5' h ed.. pp. 128-161). Itasca. II: Peacock.

2 Barker, R. L. (1999). The social work dictionary (4' h ed.)Washingron, DC: NASW Press. Raskin via Rogers, sdd. tr 142.

154

Kithuet sir dung lieu phap thi hien syluting ding vi su chin thvc

Dac diem cilia lieu pile') liking clang va lieu phap than thtfc la dita cho

khach hang met thong diep rang nhan vien CTXH dang chfnh la ban then ho. Nhan vien CTXH khong gia va hay (long kich, ma mu6n ho trd khach hang met each that lOng. Chinh hai sn than thee, nhan vien CTXH cling se thay thoai mai vdi nhiling cam giac ma ho dude trai nghiem trong suol dot (Egli tri. Theo Rogers (1986), nhan vien CTXH la chfnh ban than anh ta khi del dien vdi khach hang cna minh. Khang can ye ngoai the day, anh ta reng long vdi nhcing cam giac va thai tae Ong tin anh ta vao hie do. Nhan vien CTXH d6i mat true tigp vdi khach hang, gap anh ta true then. Anh ta can phai la chfnh minh, chU khong plait nhan anh ta. Din tren stl xem xet

cua nhan vien CTXH, vao bat c' thai diem thich hop ilk), flitting cam giac cua ngUlT ha trd dude bac le nham lam tang cuong men quan he khach hang

- nhan vien CTXH.

Khong gi6ng nhiang mo hinh truygn thong trong d6 nhan vien CTXH cat nghia cho khach hang nhUng khia canh trong hanh vi, giac mo hay su chuyen dick tinh cam cua ho, lieu phitp lay d6i tuong lam trung tam khign

khach hang tlf than to ban than minh. Vige at bleu ban than cho phep ho

dua "nghia mOi" vao "kinh nghiem cim rieng nhu cho phep ho hieu m6i quan he nhan-qua hay he qua cna hanh vi vg ho tit met quan niem emit

Rogers khong tan thanh vdi &tang hUdng cho phep ngttai ho trd ditcic chin doan hay danh gia theo bat c5 each nao. Mei quan he digu tri phai lay d6i Wong lam trung tam, cho phep khach hang giao tigp 66i m6 ve ban than

ho va sp to clanh gia cua ho. Digu nay cho phep khach hang tki quye't dinh xem cai gi la quan trong va cai gi thi khong quan trong d6i vdi ho. Viec ho bigt rang nhan vien CTXH chap nhan ho nhu ho von c6 (su quan tam tieh cric khong digu kien) la du dd cho phep khach hang bat (Tau qua trinh danh gia lai.

Vai cua khach hang phai la vai tp nhien vdi lath nhi'em dich thtic

caa ho chit khOng phai la kik nguoi ma ngttbi khac mu6n 119 tra thanh. Do do, nhan vien CTXH phai khign khach hang tin city va tin rang ho c6 kha nang lam digu c6 ich nhat cho chfnh ho, Oa tit cam gific dich thic ma

khach hang ea dude. Qua trinh sita den nay San ra xuyen suott mai quan he

' Roger, sdd, t 174

155

chicle thigt lap gitta nhan vien CTXH va khach hang. Khi nhan vien CTXH thd hien met thai dO quail tam tich cue, su earn thong thing va lien he vdi khach hang vdi ea nhan, vdi nhung Wong clang vg cam giac Aga ho, khach hang se bat (tau lien he nhu nhUng con nguoi birth dAng.

Li thuyet he th6ng, lieu pilau va cac kith* ling dung

Anh httang mang tfnh khai niem tien guy& nhat dei vdi nhung ngdai di lien phong trong vies su dung lieu phap gia dinh la If thuyet he, theng. Tren tint(' td, lieu phap gia dinh va cac he thong gala nhan den muc ma Chung gan nhu tra thanh deng nghia. Theo Nichols va Schawrtz', Thuyet HO thong Tong quat (CST), do Lugwig von Bertalanffy phat tridn, cm thue su dude phat tridn nhu la met mg hinh nhieu hon la met li thuyet. D6 la "met each to duy hay met be nhfing phan doan ma c6 thd dude an dung cho tat ca moi 1041 he Hieing". Mac du c6 nhieu khai niem thwec GST trong lieu phap gia dinh, mo hinh nay duqc cho la khong gay anh twang tai cong tae he tre ban dau den vice giao tiep trong gia dinh; tong tac he trq nay da do Gregory Bateson va thing nghiep tign hanh tai Vien Nghien elm Tam Than, bat dau tii eu6i nhung nom 50. Bateson nh6n manh den tam quail trong cua tinh nhan qua Juan hdi trong giao tiep. Theo &tang Inking nay thi muc dinh can dat &A la digu tri nhfing van dg xuat phat to nhung giao tiep co true trac. Vai tr6 cUa nhan vien CTXH la lam giam thidu va scta elnla nhitng 16i lap Jai, do do clan tOi hanh vi giao tiep sai muc Bich.

Nhang nhan vien tri lieu bang lieu phap gia dinh duang nhu da ap dung if thuyet he th6ng vao thgc tg met each thanh ceng nhat. Mac du khOng co met If thuyet hay &tang Inking can thiep don thuan nao chi dua tren GST, nhung khai niem trong if thuyet nay da dude dUng ph6i hqp trong rat nhigu kidu lieu phap gia dinh. Vi the met trong nhieu lieu phap gia dinh phi Bien hon ea dkia tren If thuygt he thong la lieu phap co chit gia dinh, rat can duqc neen citu.

Lieu phap co clu gia dinh

Lieu phap co eau gia dinh cua Salvadore Minuchin, cling gitMg nhu cac if thuygt ve digu tri ca nhAn, sung cap met phttong phap c6 t6 chile va e6

I Nichols. M. S. & Schwartz. R. (2001). Family therapy: Concepts and methods (5' ed.). Boston: Allyn and Bacon.

156

he thong de can thiep vao cac van de thwie v6 gia dinh. Lieu phap co eau gia dinh "co loi the phat triers v6 mat h thuyet kham phe ciM nha tam li hoc tri lieu v6 li thuyet he thong va cac ki thuat cb dinh hudng gia dinh ngay tit ban (tau". Theo if thuyet nay, gia dinh dupe coi la ce van dd khi ton tai va duy tri nhcing ed cgu nil loan chic Jiang trong he Hieing gia dinh. Dieu nay co kha nang xay ra a nhung gia dinh kheng cc') nhung (lieu chinh can thiet khi gia dinh phat tries qua thdi gian. Theo nhu Simon, (1995), vai tro dm. nhan viers CTXH la gidp gia dinh tee dOng vao nhung co call dang ngu quen

tao ra nhung dgi thay nham giai quyet van De thuc hien dude nhiem vu nay, vai trei hang dau cua nhan vien

CTXH la "nhap vao" gia dinh <lei tUOng de he- try ho tan ra nhung dgi thay mang tinh co eau. Thay d6i nay xay ra khi nhan vien CTXH hb trd gia dinh bi6n dgi nhang ranh gidi chia cat ho va bin dgi nhung tik 4 thong, hay nhung quan he co cgu, qua su can thiep cua minh (Minuchin, 1974; Minuchin va Fishman, 1981). Met khi cd cgu gia dinh da dude chinh saa hay Men dgi theo hudng tfch cac, gia dinh ce kha nang giai guy& van de cia ho bang nhigu each thay vi roi Nino tinh trang rei loan chelic nang lap lai ma ho da khong to dieu chinh dupe. Tien do, viec digu tri la nhiem vu cia chinh gia dinh.

Gia thuyet phe hien vg gia dinh trong dieu tri la met trong nhung thanh vien cim gia dinh do ce van dg. Lieu phap cc) cgu gia dinh cling gieng nhu cac lieu phap co dinh ht./Ong he thong khae, khOng xem ca nhan la co van de; no xem xet gia dinh nhu met tong the, va thay dude van de v6 cd

eau ngay trong he thong gia dinh. Cu the, each thite digu tri nay coi van de nam trong nhung mei hinh Wong the nhgt dinh. Cach thue nham cai thien nhang me hinh Wong the lap lai va khong hien qua nay la digu tri trieu thong: co cgu gia dinh va thuc to gia dinh. De cai thien ed cgu, rat nhigu kl thuat co" the dupe sa dung. Theo Nichols va Schwartz', "Chien hide dieu tri bang lieu phap co °Su gia dinh bao gem nhang hide sau":

1. Tham gia va thich nghi

2. Lam viec có Wong tae

3. Chan tri

4. Neu bat va sita chaa Wong tac

'Id. tr. 251

157

5. Tao ranh glad

6. Tao bat can bang (bat Wang xung) 7. Digu tri nhfing phan (loan khong 06 lei

Tham gia va thich nghi

Khi nhan vien CTXH gap gii gia dinh, ho phai hOa nhan vao he th6ng gia dinh. "Nhap vao mot gia dinh phai la met j thtic thai de Han IA met Id thuat, va do la cai 6 the the tat thay nhung giao dich tri lieu vg sau" (Minuchin va Fishman, 1981, tr. 31). H6 dat dude digu nay, nhan vien CTXH phai the hien rang ho a do la vi khach hang, cling voi khach hang c6 gang hieu dime van de cua gia dinh ding nhat m6i thanh vien trong gia dinh ay. Nhan vien CTXH phai Chao 116i vA ten trong tad ea cac thanh vien cua gia chub, ved su quan tam dac biet tai nhung flan Lon tha gia dinh do. De gitip duy tri thii bac va sti ten trong, dau then can phai han cha me, chit khong phai yeu cAu nguoi con giai thick xeni tai sao gia dinh can h6 trd va yeu cau ho mo to van de.

Ngay khi nhan vien CTXH da thich nghi dude vei gia dinh, cac thanh vien cua gia dinh phai chap nhan nhan vien CTXH met ngUdi khac, trong not he he th6ng gia dinh ho. Gia dinh cling can phai tao dieu kien cho vai cua nhan vien CTXH la nguai he trd va nguei thin dat. That bai cua nhan vien CTXH trong viec tham gia vao met gia dinh se dar n den su ch6ng doi cUa gia dinh Nth nhan vien CTXH va can tra bat cline lue dieu tri nao.

Lam viec có tucmg tac

Theo lieu phap nay, co eau gia dinh dude Wong tae giQa cac thanh vien. Chat van gia dinh vg phong thai Wong tac cua ho dem lai it thong tin chinh xac hen IA quan sat no true tiep trong sued ddt digu tri. Khi cac thanh vien gia dinh Wong the ydi nhau, ed eau cu the se bat dau n6i len (Nichols va Schwartz, 2001). Nhan vien CTXH phai dude dal:, tau de quan sat ti'en trinh han la nei dung Wang lac. Nhan vien CTXH khuyen khich cac thanh vien gia dinh Wang the vOi nhau trong sued dot dieu tri. Vi du, neu met tre ngat lei beim?, nhan vien CTXH co the yeu eau cha me vui lOng gitip no im lang va dui den Mat nO n6i. Vi du khac co the IA viec you eau nguei me dap Lai IZn Binh Men tha ba hoac cua nguoi bo ye each thdc lam me ena cb

Viet nay dude goi IA "su trinh (hen" (enactment).

158

Si/ trinh dijn le met Men the cim ski tucing tac. Muc dich cua ne la nham tim hien xem cac quy tac duce the hien va cluing hien hinh nhu the nao qua giao dich trong gia dinh. Khong phai moi Wang tac gia dinh can Lien hanh, nhung viec trao dth vg. vai vai de ma ho coi la e6 r6i loan chile nang va thlicing thuyet nhung belt deng, vi nhu trong viec ce gang kiem soat ditOc met dria con kheing ngoan,... gitip cal b6 nhung gi nam ngoai tam kiem soat cua gia dinh. Cac quy Lac da thanh tap (man dien ra, cac giao dich tki than bee to di sau nhu nhung gi dien ra ben ngoai dot dilthi tri.

Vdi to each Fa ngoai dan clat, nhan vien CTXH mei cac thanh vien trong gia dinh tat) kha nang hay tien hanh cac trao dui co the (Wee xem xOt nhu la c6 rei loan chile nang.

Theo Minuchin va Fishman (1981), ski trinh dien cO the chicle xem xet ha giai dean. Truck het, nhan vien CTXH quan sat dien Hen cim nhfing

trao d6i xay ra trong cuec gap go tr6 chuyen. Sau do, nhan vien CTXH you can gia dinh trinh diem va phoi canh ma ho cho 1& gitip the hien nhiing trao dOi sai chile nang va kieu ranh gidi can dude Chi& lap, hdu het la xoay xung quanh van de do. Thu ha la nhan vien CTXH goi y nhung trao d6i thay the.

Nhan vien CTXH dac hiet quan tam tim kiem nhung diem lien dem lai ski Wong mac hay ski thodi lui. Ski vtieng mac có the the hien ra bang "ski thuring xuyen ngat loi In nhau, not ho ngoai khac, lam ho cho tre nhiing gi chring tki lam dude, hay bang each lien tuc tranh car, va nhieu bieu hien khac nila. Nhiing hanh vi the hien ski thoai lui la "DOM chOng ng6i thu deng trong khi vo anh ta keu gao, ski yang mat Roan town cUa xung det, ski le di met cacti clang ngac nhien dei vOi nhung thong tin quan trong y6 con cai, ski thieu quan tam den sa thich ciia nhau".

Ch Sit tri

NhAn vien CTXH yeu cau cang ce nhieh thanh vien chtl ch6t (nhung ngitei can tiep can nhal hay gay anh htieing nhdt) trong gia dinh cang tot khi tham gia vao dot diet] tri Wait tien. Nhan vien CTXH can thu hicim nhi6u ngu6n khac nhau de gitip benh nhan ciia minh yeti van de cua anh ta hoac cb ta. Mue dich cua nhan vien CTXH trong viec nay la de quan sat chdt hiring va kieu tUdng tac caa toan ho gia dinh theo met he thong, cang nhu cac Wang tac giria va trong cac lieu he thOng. Day la lieu phrip <kW tia chueng lion de danh gia so vdi viec sU dung cac eau hai chudn muc nao do

159

de hei one thanh vien gia dinh ye 5' kith) caa ho, ye kieu va chgt Meng dia ttiOng the trong gia dinh ho bbi no cho phep nhan vien CTXH xem xet he thong trong hoot (ling va cac c6 gang xu Ii van de. Nhan vien CTXH duo vao cac nguyen tac va khai Mem aim li thuygt he tilting (Li thuygt td dieu chinh (homeostasis), ranh giei, tieu he thong, phan het nhan qua Man hei v.v...) de xac dinh muc do cua chic Mang va mde de rei loan chile nang trong Wring tac gia dinh.

Neu bat va sub chile thong tac Khi gia dinh tticing tac, nhan vien CTXH tap trung vao cac trong tam

ciia 66n trinh, thdang bang each quan sat xem ai nal gi vdi ai, xac dinh xem ai gni im lang, luu y xem ngtthi ta del xV nhd the nao trong Wong tac va ngudi ta duet dinh vi nhd the nao. Khi met kieu Wong tac nao do bat dau, ngdoi he trd ea the you eau cac thanh vien trong gia dinh cU ti'en toe Wang the. Vi do, ngdei me có the boo con rr inh ng6i xueng va ye met bdc tranh hay gift- im lang trong khi ngdei ion ndi chuyen. Neu dta tre khOng yang lei, nhan vien CTXH c6 the yeu eau me no tiep tut va bat dila be im lang. Muc dich eim viec nay IA nham ngan than ngdoi me va dila eon roi vao me hinh lap lai tutlng tU eim viee ttiOng tac hay giao dich vdi nhau va pha vb trong thai can bang ven co. De lam dude viec nay, nhAn vien CTXH can tang Wang cdang de Wang tee, co the bang each you cau eha me met thigu nien bat con gai minh doi den Met trong khi ngdai khac dang n6i, hay tip toe thao Man ye nhung cam down danh cho nO kern theo nhung gidi han ma no khOng deng y.

De(' dam boo rang gia dinh nghe dude thong diep - va bdi vl ho thdeng Fang nghe nhan vien CTXH met cach eo chon lac - cdang de cua thong diep can phai gia tang, nhAn vien CTXH c6 the lap lai thong diep hay you eau gia dinh tigp 'We ttiOng the Mu Min ho mong mu6n. Muc dich IA d@ gitip gia dinh thy dude cac me hinh elide nang trong arcing Mc bang each tao bat can bang hay me hinh lap lai, eting ran trong Wring tae. Viet nay se cho phep gia dinh tlm ra each mai a giai guy& van de voi nhau.

Tao ranh gidi

Ngudi ta loon thve hien chdc nang chi bang vai eim ehinh minh. Lieu phap died tri tie'm tang có the throe Men time hOa rigu ea nhan bat dau dOng cac vai khac (diYM trong tieu he theng khac), hay ban ehat vai dien cria anh

160

ta trong met lieu he, theng bi thay 46i. Met Id thuat trong &tang luting lieu

phap co eau gia dinh la thay lei hay gay anh httang den the tieu he theng

bang each tang Wang hay loai ba khoang each gicia ho, de gay anh httang

den tudng tan Bang each khien the tieu he thong tudng the khae di, ranh

gidi gifia ho se chuyen lei, sU chinh den se dien ra.

Nhan vien CTXH danh gia coo fief' he theng a xac dinh xem lieu

loan be hay Oen nao do trong the tieu he theng gia dinh co inking mac (tile

la co ranh gidi khuyech tan) hay thoai lui (the la ranh gidi khat khe thai

qua). "Trong nhiing gia dinh co ski vuting mAc cao do, nhUng can thiep cua nhan vien CTXH duet thiet lie lam sao de tang cueing (Wee ranh eel giiia

the tieu he tilting va tang thong sU doe lap caa the ca nhan"'. dot dolt

digit nay, nhan vien CTXH co the tao khoing each gift ho, vi da, net met

nguai my eó vudng mAc veil con gai minh, nhan vien CTXH ea, the yeu du nguqi be; va con gai thao luen yen de caa no trong khi ngutai me &toe mai quan sat taring tac, nha the lam tang khoang each giva my va con. Nhiem

vu thong to Sang co the &toe chinh saa va ma rang sau dot dieu tri.

"Nhang gia dinh co sU thoai lui co xu hudng no hoac vong tranh xung

dot, do do giam thieu tudng the". Nhan vien CTXH can dAt muc tieu la can

tra nguai nao day "yang tranh" yen va khuyen khich ngudi ta xa li yen

de bang each thiet lap ranh gidi va cho phep tudng the may ra kitting can ski can thiep to ben ngoai. Vi du, nett met cap vo thong co mei quan he thoai

lui bieu hien di loan chile nang, dila con co the tao ra kik van a gi 46 de cha me phai ntang the va gay tang thong. Nude di nay tha dila con se danh

lac httdng, tit 46 khien ngtthi b6 co vueing mAc cua no phai ne tranh hieing

the vdi vo minh. De ngan than dieu nay, nhan vien CTXH co the boo dila

tre la "Chau da dung yea cu xti nhu vay khi ma be me ehau cam they co ap

nhung ho se co kha nang tp rd. 11 van dg, va'.y hay dgy ghg ra day ng6i via c5/ chii". Ngudi Ithe va con gai co the 14 vuong mac va nguai be thoai lui

khei nguai me vi (mg ta tin rang ring ta khang bang long vdi va mirth. Viec

titling the giaa Ong ta va con gai se cho pit ring ta tranh vita di li van Clg

true tiep vdi vg minh, do do dieu chinh chick kha nang tim lei thoat cho yen

de caa gia dinh ho.

Nichols va Schwartz. 2001. Irg. 256

161

To bgt can bang (bat toting xting)

Muc dich oua ki thuat nay la nham thay del mai quan he thii bac trong eac thAnh vien cna gia dinh1 De thuc hien doge viec nay, nhan vien CTXH haa nhap vao met thanh vien cna gia dinh hay met tik he thong. Dia vi hay thil bac con thgp cua ngtfai do se dude nang cao do viec hoa nhap cua nhan vien CTXH. Met vi du co the la met ngtfai me van bi buen nan kinh nien va khang duoc y den mai khi can dua ra quyet dinh gi do ve con cat. Trong truong hop nay, nhan vien CTXH có the guy& dinh nang dia vi cua bA ta len, va trao nhieu quyen Etc hen bang each tim kiem a ba ta riMing lot khuyen ye viec can lam dal vdi met van de cu the nao do cUa con. Met phtfong phap khac la hea tai sao gia dinh ba ta lai bi !Inn can lau den the va bac ba ay rang da den hie ba can dua ra nhiing quyet dinh quan trong trong hoat thing hang ngay eim con cai minh.

Digu tri nheing phan down kh6ng có lei

Nhan vien CTXH eb the this thanh gia dinh bang each tim hieu xem ban than ho cam nhan ve nguai khac nhif the nao. `viec this thach each ma cac thanh vien gia dinh nhin nhan thuc t6 cho phep ho thay dei each thlic quan he dm ho"2 . De dat throe dieu nay, nhan vien CTXH cO the eau true lai hay day gia dinh do ye co eau, hoar dua ra lei khuyen ye thU bac va ranh gidi. Nhan vien CTXH co the can nhitc sir dung ki thuat tao dung lai, giilp khach hang nhin ra van de theo each nhin nhan mdi hay tif quan diem khac biet. Vi du, nhan vien CTXH co the chin down met dila tre bi rai loan vi qua hien &Ong va thiau su quan tam la mot nguai hay to mO vA Vic nao cling can kham pha. Them vao do, nhan vien CTXH co the dua ra met chi thi nghich Ii. Bang ki thuat nay, nhiing khach hang hay phan khang dtflc yeu eau gay ra nhieu rat rai trong bat cif van de nao de co the hieu duet y nghia cua viec do. NV& ho gay ra nhieu rat roi hdn, ho dang the hien st,f sari lOng Mn hdn trong viec nghe theo chi den va the hien met su kiem soat nao do. Neu ho it gay chuyen di, ho da cai thien dude van de caa minh va do la doling thai tich cite hudng t6i dich dieu tri. Vi du, nhan vien CTXH co the yeu cau met khach hang bi am anh hay di am anh ve van de din minh nhieu hdn thla, hay lap met lich trinh am anh dtt do, i him ca hanh vi am anh trUac day. Tuy

Minuchin va Fishman, 1981 2 Nichols v5 Schwartz, 2001. tr. 259

162

nhien ki thuat nay nen &Mc dp dung mat each than trong de kheng gay hai gi den khAch hang. Nhan vien CTXH nen tim kien sit gidm sat W ai do da tang dude dao tam sii dung Id thuat nay thing clan.

Quan diem ve nhitng diem manh

Mae du quan diem VO diem manh van clnia due phat trier' thanh hoc thuyet, no thue su gay anh huang den each suy nghi va each lam cilia cac chuyen gia'. Cac phdong phap dieu tri thuc hAnh xuat phat tit quan diem lay diem manh lam nen tang se dude mieu to dudi day vdi cac m6 hinh nhu lieu phap sit dung chuyan gia dinh, lieu phap lay giai phap lam trung tam, lieu phap phat trien tong deng,...

Lieu phap ley giii phap lam trung tam

Phudng phap tievp can nay do Steve de Shazer va Insoo Kim Berk khai xdong. Phudng phap nay trai ngdoe vdi the me hinh giai quyet van de va m6 hinh chlia benh bang y hoc yen tim each xac dinh nguyen nhan cu the cho mat van dg caa ca nhAn hay caa mat gia dinh (Vi du nhu mat gene gay benh nghian rdau ham sinh hay mat van de bAt ngu6n tit su phat triOn &in thdi ki the au). MO hinh nay tim ra each hUu ich hdn a xay dung nen giai phap.

De Shazer Met throe rang phat hien ra nguOn gay benh va lien hai no vdi mat giai phap kha thi khang nhat thiet se clan khach hang tdi dich caa

ho. Thay vao do, cac ea nhAn, cac cap vO thong va car gia dinh can tap trung vao cac he qua ye cac giai phap ma ho mong muen dat cldOe. Theo de Shazer (1985), "each hint ich nhat de quyet dinh xem canh cUa nao ma ra dude mat giai phap la ce gAng mieu to xem khich hang se lam gi khac kh6ng va/hoac ehuyan gi se xay ra khfie biet voi hie trutic mot khi van de dude giai quyet, nha do khach hang se mong co chicle su thay der.

Quan diem digu tri nay silt dung hai hoat clang not bat de tro gitip vioc tim ra giai phap. Trtidc het no glop khach hang xay dung dude nhung Inv tieu hoan chinh phii hop vdi nhUng gi ho mong muen. Thu hai la tim giai phap cho van de cim ho. Bang cac ki xao rang nghe va chat van, nhan vien CTXH gitip khach hang tim kiem "nhiing ngoai le", de la nhung lan khi van de khong xay ra hoac xay ra it thdeng xuyen hdn.

Saleebey. D. (2002). Introduction: Power in people. In D. Saleebey (Ed.). The strengths perspective in social work practice (3"' ed., ppl 1-22). Boston: Allyn and Bacon.

163

KT thuat ma to yin dg

De Jong va Berg (2002) da xac dinh cac giai doan co ban dm viec xay dung giai phap: me ti van dg, phat tries raw Bich hoan chinh, phai hop cac eau hei ce phep 19, tham do cac ngoai va ket thtic phan hoi cila ddt digu tri. Khi gap gel khach hang lin clau Gen, nhan vien CTXH nen chao hal tong ngwai mot, tim hieu mot chUt vg 119 bang each hat he xem horn nay h9 thgy thg nao. Cang can thigt phai gill thich cho ho sa dung nam budc cd ban vg viec se tign hanh cac dot digu tri nhu thg nao de khach hang bigt duos tong viec se tintrign ra sao. Tai that diem nay, nhan ten CTXH ce the chuygn trong tam vao viec mo to van da bang each hal. "Tot ce the gitip da gi dude kitting?" hoac "Ban mugn horn nay tittle hien chide viec gi trong buei gap mat deu tier) nay caa cluing to?". Nhan vien CTXH sau de se lAng nghe met each dtly ton kinh vdi tat ca nhung gi khach hang phai not ve van dg caa ho. Hai chi tigt la viec can thigt, nhung nhAn vien CTXH bang Id thuat lgy giai phap lam trung tam clei hei it chi tigt vg van de caa khach hang hon so vdi nhung nhAn vien CTXH sit dung ki thutit giai quygt van de' hay citing bien phap y hoc. Khach hang can &tee nghe, can duos tau co hQi ke chuyen cita minh, va nhAn vien CTXH can san long lang nghe ho nei.

Khi su dung quan diem digu tri nay, nhan vien CTXH hai nhung cau hoi tren lap trliong "clta bigt gi ca" de nhin nhan khach hang nhu la nhung nguai co nang luc, oat ho vao nhiing vai chuyen gia vg cuQc sang va nhung gi ho mugn dat dtidc cting nhu la each tat nhgt de dat chide awe dich cua h9. Ctic cau hfid trong sugt giai doan dau ben nay nham tim hieu xem van dg gay anh huang nhu thgnao del vdi khach hang, hay tai sao nfi lai tro thenh met vain de cua khach hang. Nhan vien CTXH co thg mugn hid khach hang xem ho da thii lam gi chat dg giai quygt yin de. Khi khach hang trinh bay nhigu van dg digu can nhgt la tim ra xem van de nao khach hang cho la quan trong nhgt hoAc muan gill quygt truck. De lam dude viec nay, nhan vien CTXH phai t6m tat nhung gi khAch hang bee cao minh va hoi xem yin de gi la quan trong hon ca, nhu o vi du minh hoa saw "Giang, anh viia xac dinh met so van de. Chting bao gem cac yin dg d cito lam, vg hen nhan cita anh va ve sue kith cua anh nua. The yin da nao la quan trong hon ca dgi vdi anh vao hic nay?". Khi khach hang thu hap lai trong tam yin de nho k he; tref cua nhan vien CTXH, bode tigp theo la chuygn hUting cufic pi-long van sang viec dat muc tiou xem khach hang mugn c6 chuygn bign gi.

164

KT thu4t phat trithi cac muc trey !loan chinh

"Cac muc lieu hoan chinh cO met vai dac digm. Trong dO: cox muc tieu dela quan trong vii khach hang, muc Lieu nha va cc, the, the Men ski khoi den ciia cal gi do khac biet chu khOng phai la su chem het." (DeJong va Berg, 2002, tr. 16). Nham dat duet cac muc lieu nay, nhan vier' CTXH dinh hiteing nhiing cau hai de gdi khach hang mieu to cuec song cua ho se ra sao met khi van de dude giai quygt.

D' khach hang Ling thuan nhigu hdri Mkt, rime Lieu can phai mang tinh quan trong vdi khach hang. Mac chi khach hang von duce thg gidi ben ngoai dat nhigu ki wing (toe An, dich vu xa hei vol gia dinh, cha me, dgi tic), the ki vong nay phai chicic dap fang, digu quan trong la can phai tang nghe, ton trong khach hang va ph6i hop die muc tieu ena khach hang vao qua trinh diet' tri. Khi cac muc tieu dUde ap dat tit ben ngoal, khach hang it có khuynh Intang tuan theo.

Thu hai, the kik cau Ma them de' h6 HO cho sti phat Hien cac muc -Lieu holm chinh IA nhiing eau hai ma goi cho khach hang nghi vg viec nguthi

khdc se dg y gi Mn khdch hang met each khac biet so vdi trtidc day khi van dg dude giai guy& Vi du nhan vien CTXH c6 thg hai: "Khi anh cam they it bugn nan hen, nguiii khdc se de y gi Mn su khac biet cua anh?". Met kik hai khac co the la: "N6u ngudi quan ch'g cila chi dang a day, chi to se nal viec chi sap lam la viec gi khign chi dupe tha being?".

Tha ba, vii muc tieu gitip khach hang cu the lion de tranh quan niem rang vah dg xay ra "quanh nam Ka& thane, hay hei he xem chuyen gi se nhu the Tian tai mat thdi diem hay met not cu the nao c16. Vi du, "761 hOm nay chi duce a nha va mei chuyen gida chi va ch6ng chi dang tra nen tot

dep, chi se lam gi tefi nay?". Thu tu, cac muc tieu phai cu thg, do luting &Vic va. &toe the dinh vg

mat hanh vi. Khach hang thitang nbi Mn muc tieu bang ratting ttil tritu Wong, kh6 the dinh nhit "khong bi tang thing qua", "c6 the' giao tigp tgt bin". De dap lai ban ea thg sit' dung cac eau hOi khign khach hang dinh hinh lai nhiing muc tieu eon ma ao. Vi du, ngitai nao ratan giam tang thing c6 the dude hal la "Cho HA bigt anh/chi se lam gi khi khOng can bi tang thing nt-ta". Del vii nhfing cap vo chtng mugn giao ti6p v6i nhau tot hdn, ban c6 the heti "Khi ch6ng chi giao tip v .& chi tot lm, chi se thgy anh ay

165

lam viec gi khac biet khOng?" hoac "Hai anh chi se ming nhau lam viec gi cu the de the hien rang giao tiep cua anh chi da dude tai thien?".

Thu nam, mot dieu then chat trong viec dat ra va hoan thanh muc tieu la de khach hang nhan ra vai trO cua ho trong viec tro giup nham dat dude muc lieu. Thong thuang trong cac van de ye quan he, khach hang hay not vg viec nhUng ngttei khac can phai thay del nhtt the nao. Neu dieu nay xay ra, hay lang nghe nhitng y kien cua khAch hang met each chars chti. Sau dO, khi nao có the, hay hei cac cau hei clan dat khach hang kiem tra vai tre cua ngtiai ay trong qua trinh chuyen d6i. Vi du, khi mot ngudi cha hay me can giai quy6t van da la hAnh vi cua con gai dang d tuaii vi thanh nien can thay dei, hay Fang nghe met each that cham chn va d8ng y (n6u thay thich (tang) vai each lap luau cua ngUiji do. Sau do ban co the tiep tue bang each hei cau hei kik nint "Khi con anh/chi kinh trong anh/chi hon , no se thay anh/ chi dap lai no khac nhu the nao so vai each anh/chi dap lai no nhtt bay gia?".

Thu eau, khach hang doi khi lo Fang va muo'n hoan thAnh cua muc dich ngay lap tic. Naming thttang thi viec nay se khong tray ra ngay. Hon neta, dieu ma khach hang mong muen thttang tai khong Hap to bai ho khong co kha nang kiem soat mOi trUang cua ho mot each bao gnat. Nhan vien CTXH co the khign ho di theo met &tang hudng tich cue dan ten dich cuSi Ming. Dieu nay co the giilp khach hang khOng phai trai qua sit bile minh hay that bai khi thay sy thay ddi ma ho mong nation kh6ng xay ra ngay. Khi muc tieu cua khach hang la "kitting con cam thay tram elm, bulk nan nua", ban có the gilp ngUai do bang each hei nhung cau hai "phan bac", met ki thuat pho Bien gitip khach hang chia nhe muc tieu tong quilt. Sit dung mite de tit 1 den 10, ban se co the hOi khach hang xem ho dang thay buen nan nhti the nao. Sau do thay vi ngay lap tile hOi muc 10 Hite IA kitting con cam thay ham nan nua, ma thay fat tuyet van), ban co the hai xem khach hang cua minh se lam gi khac di nett mite do tram cam hay ban nan

W 3 den 4. Mel phuong phap khac la hOi ho xem ho se lam gi vao thoi diem nhat dinh nao do trong ngay, vi du vao buei tai hay sOm mai, bei day la nheing thai diem to nhat trong ngay cua khach hang.

Kithuat h6i nhihig cau h6i c6 ph6p 16

Met ki thuat co met kitting hai trong (liking htiang lay giai phap lam trung tam la hei khach hang "cau Mil co phop la". Trong khi pheng van met

166

phu nu ye viec earn nhan van de cim nguai do, Berg noi: "Ban they can phai thay del de thai gian cluing ta dang 136 ra la co ieh cho ban?". Khach hang noi "Th. khong chat lam. Toi co nhieu van de qua. Co le chi met phep la mei giilp toi chive thei. Nluing toi cho rang nhu the thi qua ki yang red". Berg hOi, "Dude, gia sit co met phep la, va van de khien ban phai toi day da dude

giai quyet, thi có gi khhe biet se ctgn trong ark dOi ban nao?". Va tit kinh nghiera ke tren, eau hOi co phep la ra dal, bay gid ne dude sit dung nhu met ki thuat chap imp trong dieu tri. Wit nhat khach hang duec hOi each co suy nghi thau dao va kich tinh met chtit. CO hai 11 do a hia eau hOi co phep la. nit& het, no cho phep co dude each nhin nhan theo kieu then dich vg

viec tim giai phep, va thU hai, eau hOi gei cho nguai ta nglil vg chuyen gi se xay ra trong tudng lai thay vi viec cu be tac mai trong qua khii. De Shazer (1985) da dua ra mot vi du vg vier sii dung eau hai ce phep la nhu the nao.

Bay gin; toi muon hal ban mat cau hat la. Gla sal khi ban dang ngon gide tell nay va toan bq ngoi nha dau yen tinh, mat phep la xdy ra. Dieu ki dieu do let van de ban mang toi day duac gidi guy& tai dep rdi. Tuy nhien bat vi ban dung ngd, ban khong biet lit phep la det xay ra. Vi the' khi ban tinh day vao sang ham sau, chuyen gi se khcic di so yeti track dd mach bdo cho ban but la dieu ki dieu da xay ra vet vein de khien ban tc?i day lilac gicii quyet?

Met khi nguai do bat dau xac dinh duct nhUng dei thay, viec hoi khach hang se dude tiep tuc de khuyen khich khach hang noi cu the va ro rang hen ve thay del can thiet trong hanh vi. Nhan vien CTXH mei vao nghe thttang chap nhan ngay met lei dap 10 md he va chung chung. Neu khach hang bao anh ta khong tin vao phep la, hay yeu eau anh ta gia ye tin, bai day la cau hOi bat thueng. Tiep tuc hei nhfing can da dinh sari de he trd viec hinh thanh muc tieu xac thuc.

Ki thuat than.' d6 Mang ngoai la Khach hang bat dau xac dinh dude muc lieu sau khi nhan vien CTXH

gitip ho mieu ta cu the chuyen gi khac biet se xay ra trong cuec song neu yin de duce giai quyet, nhan vita CTXH chuyen sang giai doan tiep theo. Bang kieu cau hal dua ra, giai doan nay htldng trong tam vao viec tam kiem nhung khoanh khac trong cups dei cua khach hang van de khong ton tai hay khi no xay ra it va vei cuffing dp nhO. Theo De Shazer (1985), nhung "ngoai le" xay ra vao thai diem khi khach hang cho la yin de xay ra ma

167

khang thgy. Digm math chgt a day la yin de' khgng phai 100% the nao clang xay ra; tuy nhien khach hang thuang quy kgt chung chung va chi tap trung van flitting thoi digm khi yin de da thvc sv ruing bong.

Ngokti le c6 the' g&n vfii dieu gi d6 ma ban than kthich hang to nhan ra hoac chting ething co dau m6i do tim nao cigi vOi kthich hang ca. De Shazer (1985) gqi nhcing ngoai le nay la ngoai lg "th chit tam" Ira ngoai lg "ngau nhien". Qua viec su dung Su hth, nhan vien CTXH gitip khach hang co gang nhan ra, khi c6 the', nhilng bie'n so kigm soat chine cua khach hang dem lgti ngoai 10 86. Nhan vien CTXH phai ling nghe that sat nheing khac biet girth hai ngoai 10, rgi eau nay se phan anh &roc digu klthe Met do vao cudi dot dik tri nay.

Khi tim kigm cac ngoai nhan vien CTXH au thing mot qua trinh digu tri hai giai doan. Trong giai doan dau, nhan vien CTXH hoi khach hang Kern lieu ngoai le da Bing xay ra ches„ Viac su dung cac cau hat va quan he ding c6 thg cfi fch dgi v6i nthing khfich hang kh6ng the xac dinh dtfOc ngoai 10. Vf du, "NMI ban dbi, ban gai, ban than nhgt, dOng nghiep, hang x6m, con ch6 hay con moo, hoac la bg me ban dang a day thc nay, h9 ea n6i (Lucie rang ban da tVng c6 nhcing the thy kha thin trong than qua hay thang qua khang?".

KM ngoai le da &the chi ra, giai doan ti6p theo la hoi cac chi tigt vg ngoai le d6. Dieu nay se gitth khach hang thgy rang ngoai le ngau nhien thvc ra la ngoai 10 c6 chit tam. Nhan vien CTXH gqi ra each higu nay qua viec hOi xem ngoai 10 gi xay ra khi nao, a dau vet c6 dfnh dang dgn ai. VI dyi, ban c6 thd hoi "Vtto ngay thit bay, ban cam thgy Mc nao thi minh It tram cam vet ban min hen, the do ban a Mu va a vdi ai?", "Chang ban se nth gi ntu anh ay thy ban co kha hen m9i khi?", "Ban co nhd ra la bon dang lam gi hie bon cam thily kha hen?". Khfich hang can dtmc gqi $' chi tint, thi phan hgi cla h9, ding nlin nhiem vv digu trj a cugi dgt digu tri nay se ding Owen xfic Giup khach hang xite dinh the ngoai le se gitip nhan vien CTXH va khach hang nhgn ra (Heim manh tha khach hang, UV do xay chtng &Mc giai phap.

KT thult phi!' h61

Van cugi dQt digu trj then timg ki thuat then, nhan vien tri lieu theo m6 hInh digu trj lg.y giai phap lam trung tam can xe:p xi 5 phut nghi giai leo till xem lei than bQ nQi dung va qua trinh digu tri. H9 t6 chits phan hat trong thai glen nay va se phan h6i khi h9 gap lai nhau.

168

Ki thuat phan hot dude t6 chile theo ba phan ed ban: khen ngdi, bac cam, va gdi y nhiem vu phai lam. Khen ngdi can tap trung vao diem manh va tinh tich cue cua khach hang. Vi'ec nay se khien khach hang tan tam hdn. Doi khi nhan vien CTXH cO the they viec nay kW, lam ngu nhan vien CTXH Met rang day la met phan trong qua trinh phin hai, ngtiai do se nhan thitc re hdn vg tam quan trong vg nhung dac diem tich cac cua khach hang khi ho lien hanh phOng van. Neu loi khen cua ban chu'A'n xac theo he theng nigni tin cua khach hang, khach hang se co kha nang tan deng tat ca nhang gi ban not ve ho.

Khi ket thdc viec khen ngdi, nhan vien CTXH dtia ra cau not bac cau, flea nhang lei ngdi khen vdi nhung viec khach hang phai lam ma ban sap gdi ra cho ho. Vi the khi phat trien cau not bac cau, nhan vien CTXH phai lien ket cac diem manh, muc fiat va ngoai 10 vdi nhiem va se giao.

Nhiem vu giao cho khach hang thUang rdi vao met trong hai loai sau: nhiem vu hanh vi va nhiem vu quan sat. Voi nhiem vu hanh vi, nhan vier' CTXH gdi y. rang khach hang lam nhieu viec da tUng dem lai nhieu ngoai le hon. Dieu nay do nhan vien CTXH ludm let dude trong suet cube placing van. Nhiam vu quan sat doi hOi khach hang phai d hdn nua den nhung Ian van de chtia tra thanh tra ngai ya khong phai la dieu xatt - not each khAc - do la nhung lan ngoai le. Moc dich chinh la a khach hang biet nhieu lion den cac thdi diem khi van de sang sue hdn, va xac dinh xem viec do la viec gi, key ra a dau, khi nao, a ch6 nem va yeti ai cling vdi sU clni dac biet den W co mat cua khach hang trong so kien do.

Khach hang cang xac dinh re mac lieu cua mink thi cang de dUa ra nhiem vu phai lam. Nhieu nhan vien CTXH they sp hing tilng cua khach hang khi ho chi co muc tieu me nhat. Khi muc tieu re rat va co the, nhiem v11 se re ret va co the theo. Hon nua khi khach hang nhan ra rang he co vai trie trong viec gay ra van de clang nhu la viec tlm giai phap, tien trign vg dich cang de co kha nang hen. Khi khach hang tin rang met ngttai khac hay tinh huffing khac can thay trUnc khi ho dat den muc tieu, thi tinh huOng chang dude cAi thien gi nhieu hal vi khach hang khOng kiem soat dude het cac van de.

Kith* da van h6a Harper va Lantz (1996) xac dinh tam "ygu to chua tri mang tinh giao

van Ma." co the he try qua trinh gitip da moi ngtfai W nhung nen tang van

169

h6a khac nhau. Tam yen P6 nay bao gem: "Quan diem nhin nhan ve the gi6i, hy vong, su lii eu6n caa ngitai h6 tro, sit kiem soot, cac each filth Hen hanh, the each lam each 16i 1&m, sin nhan dien ten tai va sin can thiep the chat". Nhang ne 114c he trd khach hang qua vies ap dung nhung ki thuat vuot qua, cai thien, dining dau v6i van de can phai th6ng nhat hay pha hOp Nth quan diem nhin nhan caa khach hang ye each thine cai thien van de nhin the nao cang nhit each he tro nao ma ho tan thanh. Su deng be do co the dat throe bang each phai hop cac phuang phhp Hong - Tay hay ton giAo, hay xin phep met ngitoi ton kinh trong nen van Wm eaa khAch hang duos ap dung ki thuat ang dung nao do.

Hi vong throe cho la met meu s6 Chung ea a tat ca nhang nen van hOa kiem tim su h6 tire. Ngitei he tro hieu dude khai niem nay se di tim hy vong them trong to duy caa khfich hang qua nhung phuong Hen van hoa nhu mac the hien trinh do dao tao, kinh nghiem, kik tithe va su tin tin. Ste thu but caa ngu'ili hi, try nhu Rogers mien to bao Om the dac diem the hien (vi du: su chart thite, cam filling, quan tam tieh cue) caa ngitai he tro vet do khach hang the Binh tam quan trong trong mei quan he nail h6 tro - khach hang. Dap diem nay caa ngitai he tro da throe nghien cum ki trong tam li hoc phiaing Tay, nhung nhung nhu nghien eau giao thoa van h6a ding they dude tam quan trong caa no nod ngith he Ho va han gun throng ten trong cac nen van hoa klthe.

Viec gulp da khheh hang dat tai met mac do kiem soot the van de ho trinh bay la muc lieu phi bien trong nhieu nth, van Ilea. ViOc kiem soot thudng dat dude bang thkie hien hanh vi mei. Trong tam 11 hoc phiicing Tay, sit soot dude the hien qua vie, c hoe cac ki thuat thu gian bang nhung tong cu phan hei sinh hoc (Woe sin dung m6i khi có hp hie gay tang Wang. NIRing nen van hoa khac sa dung nhung phitong phap klthe. NOM Trung Quec chang han, ce the sin dung Thai cue quy6n, luyen tap, hay the each khac do ngitai Trung Querc pltht trik theo each ng6i thigh, dat den trang thai binh than va can bang. Ccic each thud Bert hanh khai ngu6n W khai niem ye sin ehuyen dei &toe met giai ki nao do dem lei. Dac biet, Harper va Lantz (1996) bao con rang each thac tign hanh nay la giai loan lining Hang cho viec chuyen to cai chat (rai IsO hanh vi Cu) sang tai sinh (bat &du cac hanh vi mdi). Met vi du trong van h6a phiicing Tay 11 khAch hang theo met chacing trinh cho toi khi het tit Ca cac cap va tot nghi4 met each thanh

170

tong. Qua trinh nay la bieu trung cho met ski chuyen del den phuang thile sing mai t3 16i song eu, khOng lanh manh.

Khach hang to nhigu ngn van hoa xem each lam each 161 lam la each nhung gi chua hohn hao, la each lam sach nhung 161 lam ma met nmiai

mac phai, hay lam sach nhung that 64i hoac hart chg cua nmiai do. Viet lam sach nay cho phep nguai do quay ve trang thai can bang dude.

Khi khach hang kheing con cam thay y nghia gi nila, sit niOn diOn ton

tai gitip ho thay lai dude y nghia do. Met vi du la: met nhan vien CTXH co the gnip cha me thay y nghia cim cuee song caa ho sau viec mat mat met data con. Ho trai qua met su trgng yang ral can dttOc xua tan di bang each di giup nhung nguoi co cling canh nge. Ho roi se tim lai &roc intic dich mai cho cuec dai cua ha va cam thay digu tit dep dang den tii su mat mat cim chinh ho. Sy' can thiOp thi chcit la viec ap dung each digu tri the chat Y hoe phttang Tay tim each Mia lai su mat can bang trong sinh Ma qua viec sii dung the pinking thiic y hoc hay giai phau phan nao do cua ed the. Met vai xa hei khac lai sit dung nhung ki thuat va bien phap khac nhu Mai tea tttOng trung hay gay phan than tinh than. Digu then chit trong viec dung nhilng during huang tren la dam bao rang the bien phfip do co gia tri trong ngn van Ma va thich hop vai tinh hugng ciia khach hang.

TOM TAT

Chuang 4 da xfic dinh the kien thiic va ki thuat can thigt ct6 can thiep h6 tra khach hang. Cac kign thitc va ki thuat nay bao gem nhung digu duc nit to cac quan diem li thuygt khac nhau nhu 11 thuygt tam 11 hoc ban nga, li thuyet tam 11 hoc nh4n thfic, lieu phap hanh vi, lieu phap lay d6i WIng lam trung tam, 11 thuyet he thing, phttang phap tip can ve diem manh va 11 thuyet da van hoa. Cac k5 thu4 Cu the cling duoc xac dinh Judi min quan diem chinh, Ming vai nhiing giai Hitch a lam sao ap dung duoc vai cac khach hang. Tat ca cac ki thuat tren la cam nang co dong ve nhung ki nang can ce cim nhan vien CTXH true tigp.

171

Ch uang 5

PHAT TRIEN KT NANG D61 PHO CUA KHACH HANG

Jerry la met giao vien trung hoc obi; thong 50 tu6i, chtta có gia dinh. Ong nha la minh mac chling hen hop va kho tha trong phan ion men doi. Mae du Ong da la Ono vien dude gun 25 nom, Ong van bi chung hoi hop it nhat met Lin met thong. Khi có nhting Ian nhti the, Ong Jerry de y thay tim minh dap nhanh hdn va bat dau va me hoi va bi thong mat. Jerry phai ra kh6i phOng hoc khi chUng hoi hop xuAl hien va bad vdi hoc sinh ena mirth rang Ong to se quay tra lai trong yang 5 phut. Sau khi ngei trong phOng hoi deng khoang 5 phtit, Ong to mai c6 the quay Ye lop. Ong to muein nhan vien CTXH gidp Ong it hoi heplan va mu6n hoc each thu gian.

Rat nhieu nhiing loai ki nang del pha khac nhau có the dude sit dung de gitip khach hang dat dude muc &eh cua minh hoac giai tea dude van de va mai lo Fang ena ho. Nhan vien CTXH tham du cac kbOa duo tao tai doe tap chi chuyen nganh, du hoi thao, tham van vdi the nha vat if tri lieu khac hang Wan de hoc cac each mai gitip khach hang dei phO voi van de rim ho nhtt lam dung rum', ma try UM lam dung tre em hay ba rdi tre em, ly than va li hen, tai benh Alzheimer. Chuang nay nham mieu to va thao luan nhang ki nang deil phe thuang dude dung de h6 trd khach hang: (1) lieu phap to duy, (2) huan luyen tfnh kien dinh, (3) kiem soot We gian, (4) kiem soot tang thAng, (5) kiem soft khUng hoang, (6) cac chien hide tinh than va nhan van va nhcing chien hide kiem soot cuec song khac.

Lieu phap IV duy

Mau the ki ngitai to tang viet ye van de cac suy nghi cua chting to anh Intang the neo den earn gilt Ira harth Tang. Cac triet gia Stoic a the ki IV truck Cong nguyen da thAo 114n ve lac deng Jinh hoat cua suy nghi, cam giac va hanh gong. Epictetus da viet trong "The Enchiridion" la "con nmiai bi phien ha khong chi bai vat chat xung quanh ma con bai nhang quan diem cUa ho ve nhang vat chat '4" (Beck, Rush Shaw va Emery, 1979, tr 8). Tam diem chti ; ve suy nghi va nhang anh Intang cua chang dea voi cam giac, hoat dong da dude Aron Beck va deng sti (1979) hoan thien hdn trong

172

bai vigt "Lieu phap to duy chlia chang tram cam". NI-lung the gia khac nhu David D. Burns trong "Cam glee tot - lieu phap tam trang mdi" (1980) va "Cam nang hltong <ran each cam giac ter (1990) tigp tee phat than lieu phap tU duy (LPTD) va ap dung no vao rat nhigu cac van de vg sue khae tinh than khac nhau.

Met trong nhfing khai nigm co ban cua LPTD la qua trinh to duy cua rat nhieu ngudi bi moo mo. Cacti to duy meo mo nay gay anh Imang dgn each ho nhin nhgn ban than, nhiling trai nghiem cua ho va ca tUdng lai cea. h9. Tigp do nhilng suy nghi moo mo nay gay anh Mang clgn cam Mac va hanh Ong, ngan can ho hoan thanh nave tieu hay giai taa cac van d6 va nhUng mgi quan tam. Trong tam dm lieu phap to duy la khign nguai to nhan bigt vd nhUng suy nghi moo me cua ho va sau do thay thg bang nhting suy nghi tign be hon. Khi cac suy nghi moo mo dude thay thg bang nhung suy nghi hdp II Min, cam giac va hoat Ong cua khach hang (Wee cai thien. Trong truang hop bi tram cam, khach hang se It bi tram cam va bat dau hanh trinh dgn vdi nigm hanh plata va sr toai nguyen.

Wing moo mo vg td duy 1316e dau tien trong lieu phap to duy la cling khach hang xem xet

co nhung meo me to duy ph6 bign nao va nhUng meo m6 nao dung veil trUang hop cua khach hang. Burns (1980) da xac dinh 10 moo me ve tti duy nhu sau:

1. Cach nghi loan (hoac IA tat ca hoae la khong co gi). Ban nhin nhan m9i viec theo pham tra den - va - trong. Ngu tong vice cua ban chua hoan thien ban thgy ban than ban la ca met stt thgt bai hoan toan.

2. Qua maling dieu (qua khai quat h6a): Ban nhin nhgn met sV kien tieu cUe rieng le nhu la met ma hinh them bai khOng co hei kgt.

3. Sp sang* cue, to duy: ban chon met chi tit Lieu eye don le va tran tra vdi ne khign nhan quan ye toan be thuc to bi den t6i di, nhu la met giot /alp lam d6i mau Loan be cgc nude.

4. Danh gia sai chgt lacing the tich eye: Ban phu nhan nhUng trai nghiem tich nee bang each cho rang chting "khOng dang ke" vi ii do nay hay li do khae. Bang each nay ban co the duy tri met ni6m tin tieu cite mau than voi nhung trai nghiem hang ngay cua ban.

173

nghiep dude trubng nay!", thi khach hang cling to ghi nhan rang can do dude that len vao buo'i sang thi hai Mc 10 gid sang khi bai kiem tra giaa ki mon Lich sit dude tra lai voi mot diem C. Sau do, khach hang va nhan vien CTXH se xem 14i nhung lint tril do cua khach hang trong titan tritdc va xem c6 nhung mho m6 to duy nAo khang. Viec nay se c6 the' dude tip tuc trong met hoac hai ddt

Nhiing phin ang (bi0 phap digu tri) cap tiaM

Bude cuei cling trong lieu phap to duy la thay nhung eau tieu cite bang nhung phAn tine Lien be. Khach hang nen c6 gang lam dieu nay kh8ng chi hang deem khi on lai nhung viec va bout deng trong ngay, ma con ca vac) ban ngay khi nhung y nghi hoar can n6i tieu cite xugt hien va dude that len lbi Ian Tau Lien. Vi du, ban sinh vien ma 'bung nOi cau tit phe la "Minh that qua dot nat; minh se chang bao gio tat nghiep dude trtiong nay!" se to saa lai can Lieu cue ay bang can phan ling cap lien sau do la "Khang, minh dau phai ngu gi! Dgy chi IA suy nghi meo mO thei - thitc to thi dgy la each minh nib/1g dieu van de len — minh TIM vay la vi minh nhan dude diem C cho mon Lich sa giaa ki. Minh co dot lam data, minh da nhan day diem A, B ma. Tai minh khang hoc an thi giaa ki thoi. Neu ma có hoc thi da nhan dude diem cad. Minh se tat nghiep dal hoc chide thai".

De lieu phap to duy dude thanh cling, khach hang phai nhgt tri hoac thong nhSt vOi hai tin dg co ban cua me hinh dieu tri nay. Tien de thd nhgt la suy nghi va y twang ma chang to co, kinh nghiem cua chting to va totlng lai cua chting to c6 the deng lon den each cluing to cam nhan va cu

Tien de thu hai la nen chting to muen thay doi each cam nhan va cit cua minh thi phai thay dai suy nghi va § hen. Mat khi khach hang chap nhan dude the ties dg tren, ho da saM sang sit dung lieu phap to duy, trong do cac thu tieu cue dime xae dinh, goi la nhung moo m6 to duy va thay the bang nhiing phan ling cap lien hdn.

Lieu phap to duy digt, tri chang tram cam

Lieu phap to duy da dude sit! dung trong nhieu nam de gulp nhung ngitai bi tram cam thay kha hdn vg chinh ban than minh. NM-mg nguai bi tram cam thuang nhin nhan ban than, chc trai nghiem cua minh va bidng lai cua minh theo nhitng kik tieu cue. Beck va &Ong su (1979) goi viec nay IA "be ba nhan thile" (cognitive triad). Ho cling nOi ve gian da (schema) hay

175

kith ban eutic doi day tieu ale va to phi nhan ban than ma nhfing ngtfai tram cam (la via len cho minh. Khi diet' tri nhfing ca nhan bi tram cam, trong tam la sda ehila nth:Mg suy nghi tieu cue ma khach hang Lung c6, mat s6 trtiong hop thMing xuyen co. Viet nay duct tien hanh bang each: (1) Xac dinh nhung eau tieu cut ma khach hang suy nghi hoar not ra vg ban than ho. (2) Quy no vg nhung dang suy nghi moo inO co the, va thin ding (3) thay the nhitng eau tieu cite do bang nhfing phan ling cap tien hon. Khach hang theo &tang Intong dieu tri nay nen phat tridn =lit each nhin nhan hop li va tich cue Min vg ban than, nhling diet' da trai qua va thong lai cia ho.

Beck va (tang so (1979) trinh bay and hinh dieu tri chling tram cam trong 15 dot dieu tri. Trtith dot dieu tri, ngudi (lieu tri gin tdi khach hang than cam nang "DM AO vol chitng tram cam" va yeu eau khach hang doe cuOn cam nang do trude khi dot dieu tri dau Lien bat dau. Trung binh, khach hang hoan thanh mat dOt dieu tri mat Ling hai 15n trong mot tuan cho ban tuan dau Lien, sau do mat lan mat tuan cho bay tuan kg tiep. Beck va dang so tin rang nhung khach hang bi tram cam d6 nguy cap den dO tram trong can ngay (kit dieu tri hai lan mat tuan. Sau m6i dot diet, tri, khach hang duce giao hai tap th nha de he, tro lieu pile') tit duy. Nhung bai tap vg nha nay la met phan quan trong cila qua trinh can thiap va se dude xem xet lai va thao Man trong dot dieu tri sau.

Dot diet' tri dau lien tap trung vao nhang nhiem vu sau: (1) xem lai the trieu chfing tram cam (2) danh gia nguy cc to ti va tuyet vong, (3) than luAn the each suy nghi va to thoai gay anh }Wong den cam giac va hanh vi, (4) xem xet lai muc (la hoat clang caa khach hang. Bai tap/nhiem vu th nha bao gem (1) ghi lai nhung hoat ding hang new (2) tien hanh danh gia tam benh If (psychopathology) bang Test nhan each MMPI va tra lai bang can hoi digu tra lich si4 chiing benh (Lazarus, 1972). Dot digu tri thu hai tap trung vac ha nhiem vu: (1) xem lai trieu °Ming tram cam, (2) xem lai ghi chap tit tuan truck ve cat hoat clang trong ngay, va (3) alio luan Inta quan he giva suy nghi, th thoai, cam gine va hanh vi bang each tap trung van nhung trid nghiem cu the cila khach hang. Nhung nhiem vu giao vg nha bao g6m: (1) tip tut ghi chap nhung hoat deng trong ngay va (2) xac dinh van da yea the thanh viers trong gia dinh, voi ban be va vol nhilng ngtthi khac co thg' da gap phan vao chiing tram cam dm khach hang.

176

Trong dot digu tri ba, khaeh hang va nhan vien CTXH (1) xem 10 vi0c ti6n hanh va muc thoai mai hoat deng cim khach hang (khaeh hang xac dinh mile de thoai mai co lien quan den the hoat deng) va (2) thao luan nhfing suy nghi hay to thoai di lien quan den not ban (su bu6n rdu) cua khaeh hang. Nhiem vu giao v6 nha cho than tigp la ghi lai nhilng suy nghi hay tit thoai trong suet then gian thay bugn ha, lo au, gian du, ve cam hay lanh dam.

Nhiem vu va hoat clang cua giai doan digu tri bon bao g6m: (1) liet ke nhiing suy nghi hay tv thoai Lieu cue den trUdc cam gide buen r6u, to au, se hal va ye cam hay lanh dam va (2) xem lai xem khach hang trai nghiem nhung gi khi suy nghi va to thoai tiou cue xay ra. Bai giao ve nha la: (1) tigp tue ghi chep nhung Buy nghi hay tki thoai tieu cue va (2) tign hanh met hoat deng ma khach hang da the dinh trade la met hoat deng dg chin va danh gid xem lieu hoat clang de co mang lai su thoai mai hay khang.

Nheing nhiem vu chinh cam dot digit tri nam la: (1) thao luan nhung suy nghi hay to thoai tieu cue co trong tudn trade cua khach hang va (2) xac dinh nhung chu de va trai nghiem tai dien hay ph6 biers co lien quan d6n nhung suy nghi hay hi thoai tieu cafe. Nhiem vu giao vg nha g6m: (1) lam theo chum neon "giudng ie 4 ngia" (n6u khach hang khong ngu duet sau 15 philt nghi ngoi, khach hang cdn ra khed giuemg va lArn gi do de gian doan suy nghi) va (2) tigp tut ghi chep the suy nghi hay tai thoai va quan he caa ehung via nthing thanh vien Cu the trong gia dinh, ban be va nhung ngttai khae. Dot digu tri 6, 7 va 8 tap trung vao nhung suy nghi tieu eve hay La nhan xet to danh such nhiing gi "nen lam" lion la t8 danh sad' nhung gi "mu6n lam".

Nhiem vu vg nha a ba dot kg tigp nay la tap trung vao (1) suy nghi va to thoai lieu cue va nhang gi dang xay ra yea khach hang e thei diem do va (2) nhfing each giai ditch khac nhau cho eae suy nghi tieu eve nay (vi du: van de thuee v6 noai ban dui chit kheng phai thuec v6 khaeh hang).

flat dieu tri 9, 10 va 11 tap trung vao (1) sv to phe binh eita khach hang va phut trign nhfing phan ung thue to hen, cap tign hon Ndi nhang su tat phe binh do va (2) lam theo nhung gi khach hang "moon" hon la nhiing gi khach hang "nen". Nhiem vu giao vg nha bao gem (1) thay the nhung suy nghi va to thoai tieu eve bang nhung suy nghi va tai thoai thVc t6 hon hoar cap tien hon, (2) thuc hien met hoat deng trong danh each nhung gi khaeh hang "mugn".

177

[kit diet) tri 12, 13 va 14 tiep tuc tap trung vao (1) ski to phe phan ciia khach hang va phan dean co ban cho hanh vi do; (2) nhung hanh clang khach hang can tien hanh, vi du: kien dinh Min trong viec xi1 li nhfing tai phe binh cim ngttoi khec. Nhiem vu vg nha a ba giai (loan nay la (1) liet ke nhfing digu "muOn lam" a hien tai va Wong lai; (2) xem xet lai nhfing hanh dang ma khach hang có the lien hanh nham dat ducic nhung digu "muen lam" a hien tai va ttidng lai.

Trong suet dot 15 va cuoi sung, khach hang va nguOi digu tri xem lai cal gi da hoc &toe hay dat dude trong flitting dot digu tri cu. Met trong nhiing dieu quan trong nhat ma khach hang hoc dude la nhung suy nghi va to thoai c6 the clang quan trong den cam giac va hanh vi. Met bei hoc nita la cac suy nghi Lieu cue c6 the dan den nhting cam giac tram cam ve thay minh ve dung. Khech hang cfmg dttoc hoc rang thay the nhung suy nghi tieu cue bang nhfing suy nghi thkic t6 hoac cap tien hon, ski tram cam se qua di ve ho se" hanh pink hay hai Ring hon. Met bad hoc khac Mua la nhung - gi tren danh shell "nen lam" se Op phan vao chfing tram cam, trong khi danh sach "mu6n lam" OCT thoat kh6i chfing tram cam. Khfich hang clang hoc dive rang hoan thanh mat boat clang thoai mei de chin it nhat met Wan mot Lan thuong thay the nhung earn giac trAm cam bang nhung cam gine de chin va hai long.

Nguy ccl ty tit

t Wang, &in hien va c6 gang to ti thtiong co lien quan d6n chang tram cam. Rai ro tu tit dac biet nghiem trong khi c6 nhung rail loan ton trong tram cam. Nhfing r6i loan nay thuimg xay ra phd hien khoang 15% trong ddi cila dan ong va 25% cim phu nil. 3000 vu to vong dude bao cao hang nam a M9 co' lien quan den ty tit. Them vac) do hon 15 ngan tre em va vi thanh vien phai nhap vien hang nam vi nhung de doa va hanh vi Ti le, ty to tang len cling do ttSi. Mac dU nodi gia c6 xu hieing ty tit ft hdn nhting nguoi tre tudi, ho lai hay thanh tong hon, tao nen 25% cac vu to tit thanh cling, mac du ho chigm co 10% tong dan cu. Ti Le ty tii gitia nam va nu de' tuSi 75 va tit 75 gap ba tan ti Lo ty Lit cUa nhung ngtioi dO Wel 30 va tre hon'.

Kaplan, H. 1.. & Sadock. B. J. (1996). Consise textbook of clinical psychiatry. Baltimore: Williams & Wilkins.

178

Bai tp ta la nguy cd th \lc su vdi nhung khach hang mac chi:Mg tram cam, nhan vien CTXH can phai danh gia nguy co nay ngay ffi dau qua trinh can thief). Burns (1990) Rol ST rang can hdi nht-ing cau hOi eau ngu met thanh vien trong gia dinh hay ban be. dac biet tO ra khOng phan ung hoac bi ngan can:

1. Ban da tiing cam thgy buOn hay bgt hanh hay khong?

2. Ban da tung cam thy tuyet vong khOng? Moi chuyen có phai la khong thg cai thien dude gi Mia phai khong?

3. Ban c6 bao gig nghi v@ cai chgt khOng? Ban c6 Lung nghi rang tot Min hgt la chgt di cho xong khOng ?

4. Ban c6 bao gig Wing coy dinh to tg thpc su chua? Ban cid bao gid co mot thoi thlic la to gigt minh khong?

5. Ban cg cam thgy la minh c6 the khong cu lai nhung 'EWA thlic d6

khong? Hay dot khi nhung that thtic 116 cam dO dude ban?

6. Ban c6 met kg hoach time su nao da tutu khOng? 7. Khi nao thi ban lap kg hoach tu tit?

8. C6 cai gi niu keo ban lai khong? Vi du gia dinh hay tin nguong ciia ban?

9. Ban da tiing co thu to tit trong qua khii chua? 10. Ban có san lOng nth chuyen vdi ai do hay tim kigm st/ gulp do ngu

ban cam thgy bi tuyet vong khong? Ban mu6n nth chuyen vdi ai?

Nell eau tra loi cho met vai cAu hOi Hen day la "co" thi nguy cd tkr khOng nhling c6 the rat thAt ma con cO the sap xay ra den nth r6i. Nhan vien CTXH luon luon phAi than Hong va xem xet danh gia thAu &do ve nguy cd to van da khAch hang. Hay xem bang 5.1 de? có bien phap danh giA cu thg hdn raTia co the gitip xac dinh nguy co tkt van cua khach hang.

Met each khac nth* de danh gia rui ro la ghi nhd ba eau hoi va hoi khach hang nao Hong co' ye tuyet vong:

Ban có nghi phai lam cho minh ton thudng khong?

Ban lam to'n thtiOng ban bang each nao?

Cai gi ngan can ban lam bdn throng cho ban?

119

Thang ddnh gid ngKOi tram cdm (The SAD PERSON SCALE)

nit cong Cu danh gia hiiu ich del vai nguy co to tit la The SAD PERSON SCALE'. Thang nay xac dinh 10 yen to' cO lien quan den tv

1. Mai tinh. Dan Ong flaking hoan thanh dude vies tv to va sit dung nhung each thitc de gay chat ngtteii han.

2. Tugi. Cac eh nhan With 18 togi va tren 35 tudi thuec nhem nguy ca cao hon.

3. Tr5m cam. Khach hang bi tram cam c6 kha nang to tit nhieu han. Da, c biet neu ho bat dau cam thay kha hon va co nhieu nhiet huyet hon sau khi bi tram cam Mang rig.

4. Nhiing Ilan thit trade. Khach hang da titng this tv ti try& day c6 the they de this lai Lan nita hon.

5. Niing do chkt kich thich. Su hien dien cua rttyu con va cac chat ma lily cO lien quan den sv to tii,

6. Mgt suy nghi lien b*. Neu met ngttai co rol loan ye suy nghi, ngtiesi do c6 th' se khong the tim dude each clOi pho vbi nhung khong hoang.

7. Thigu sai ho trd cita xa hOi. Neu khach hang cam thay bi co lap va khong co du mOi quan he ce y nghia, co hed to to tang len.

8. Kg hoach da lap. Ngu met khach hang co met ke hoach dude lap san, dieu nay nghia la miic do chat nguoi rat cao.

9. Khong ban ded. Nhitng ngtteli song dec than et .) khuynh huffing tv tit cao hon.

10. Om dau. Mtn met khach hang c6 benh the chat tram trong, nguai de a tv to hon.

Cac chi6n Ittqc can thitp

C6 rat nhieu align hive dieu tri khac nhau co th' tien hanh voi nhung khach hang muOn tv tu, ['hat tries hc, thOng hci trd va tham do the each thay the la met each kh8i dau digit tri rat tat V6i nhung khach hang c6 mite nguy co tv tit tit than den trung binh, c6 the yeu eau ho ki cam k'et khong tv tit trong met then ki nhat dinh hoar ki met hop deng thoa thuan yin nhan vien CTXH tang se lien lac vin nhan vien CTXH avec khi can

I Patterson, W. M., Bird. J., & Patterson, G. a, (1983). Evaluation of suicidal patients:

The SAD PERSONS scale. Psychosmatics, 24(1 ), 343-349.

180

nhdc dinh to tit. Khach hang c6 nguy (xi to ta t8 trung binh dgn eao c6 the' can dgn viec nhdp vien hoac can thiep bang thugc. Cling can thOng bao cho gia dinh va ban be khach hang khi nguy cd to to cao. Ski h6 try va deng vien

ho co th6 la sue ngan can quan trong cho vies tti tU

Nhung align Mac an town khac de khi lam viec vdi nhilng khach hang mu6n to tit ce, the bao g6m ca viec Bide di hay da be) tat ca vu khi gay neC, dao va nhung vat gay then thming chgt ngudi khec d trong nha, danh gia tat ca nhung chan tri vg benh tat va thuds men dang sii dung cim khach hang, xac dinh nhung khu vuc nguy him trong nha nhu eau thang d6c, hay nth:Mg khu vuc bao hoe kin, klaing 16 thong hoi nhu ga ra d to.

Lieu phap to duy diau tri skt lam dung wan con va ma My

Lieu phap to duy da tra thanh met phan quan trong trong the chUcmg trinh dieu tri nghien ntou va ma ttly (Miller, 1999). BAng each xac dinh va sila chiia nhung meo m6 trong suy nghi thudng co khi lam dung rude qua mite, khach hang kigm soat dupe telt Min viec sit' dung laical con eua minh. Burns (1990) kie'm tra ski meo me suy nghi eua rat nhigu khach hang dg h6 Bid ho t3 ho viec tang c6 hai do. Vi du, met khach hang cO th6 to nhu: "61, agu c6 vai bia vao lac nay thi mai stiang lam sao. Se ngon lam da:yr Burns goi su meo m6 suy nghi nay la met vi du cim "boi toan" Lich cut bai khach hang dang ti'en doan met digu hoan toan khong ca that. Mac du met s6 khach hang trai qua su thang hoa ngan vg tam trang khi bat dau ugng, ho Lau nhu luen red vao kett cue cam gide tai tr.; lam bai vi met vai bia bign thanh ba, bgn hoac nhigu vai bia hon. Sau khi khach hang tang den vai bia thit bon hoac thit nam, ho tra nen cau gian va tram earn ve thudng cal nhau vai gia dinh va ban be. Digu tei to hcin la ho thtiang tra day vao bual sang hem eau vdi mat cam glee khO chiu khimg klagp.

Hay la klatch hang c6 the noi, "Cuec sting to nhat qua, minh dang ra phai c6 daft xiu niem vui chit", su meo me suy nghi nay la vi du cim viec lap luan theo cam tinh. Thing la along ta ai cling xiing clang c6 nhieu nigm vui hdn trong dai chling ta, nhung viec tang emu, bia khong lam cho cuee ddi vui ye len chafe, dac biet la deli vdi ngudi ugng rtiOu kinh nien. Thay vao d6, viec tieing qua mac eua khach hang khan anh ta bi tram earn kinh nien, va than dai. Chang nghien rudu caaanh ta cling tao ra nhung van d6 nghiem trong d nha va noi cOng sa. Chang c6 gi clang vui v6 viec u6ng rtiOu qua da ca.

181

Khach hang khac co thg nei rang: "Oi, loai bia do ngon thg. Minh nghi la minh se lam met vai Ion MM. Minh se cam thgy kha han ay chii!". Day lai la met vi du caa vice lap Juan cam tinh. Mac da vai bia dau thi ngon, chang co gi dam bao rang ba hay bk vai Mita se cai thien dude tam trang cua khach hang. Viec tieing qua mite khOng lam khach hang hanh phtic no khign khach hang gian d3 va nan long hon. NO ding lam tang clang kO nhfing cd hoi xung det cua khach hang vdi nhung nguai khae. Viec tang qua nhigu se khong giai tea dude nhfing van de lien nhan each va nhUng xung dot lien nhan each ma con lam tang tan xugt va mite de ding thang c-aa nhting van de va xung dot ay.

Lewis, Dana, va Blevins (2002) sU dung met 'no hinh lieu phap to duy ma ho goi la vies tai cd cgu tit duy. Trong chttong trinh nay. khach hang dude khuy4n khich the hien niem tin va nhfing yr" Wang ccia ho ve ban than va nen tit dm he bang nhfing each gan gal vdi thue tee Min la ao Wang. Met khach hang ma nei rang "Thi chang the thay d6i dude hanh vi cua minh" có the se thay can do bang eau "Minh se khong thay doi hanh vi cua minh". Can Wong tki nhtt the phan anh chinh xac hdn cam giac cith khach hang va ginp khach hang the di/1h vai tre "so luau" hanh vi cua minh hdn la do" hanh vi do cho ai khac hoac ngttai ngoai cuec. KT thu'at nay duck thigt kg de' khign nhfing Idi Wang t>i n6i tra nen tign be hdn bang each loai 66 inning suy nghi me° m6 nhtt la khai (mat hoa qua mile va kik to duy hoac la tat ca - hoac la kheng c6 gi ea (Burns, 1990). Lewis va c'eng sq (2002, trang 60 - 61) day khach hang trong chuong trinh dieu trj cai nghi'en higt each hai nhang eau hai sau day a dank gia dude suy nghi va cam giac c -aa ho.

1. Viec toi suy nghi ve tinh hukg nay la dpa tren met skt that hie nhien hay dkia tren ao Wang?

2. Lieu suy nghi cua toi trong tinh hugng nay co kha nang gitip tOi bao ye chiqc cuee song va sue khOe cua minh khong?

3. Lieu suy nghi cua tai se gitip hay can tra toi dat dude nhfing mue tieu ngAn han va dai han?

4. Lieu suy nghi cua toi co gin") toi tranh &tee xung dot vdi nhang nguoi khac khOng?

5. Lieu suy nghi cua toi c6 khi6n tOi thy nbling tinh cam ma tai mugn minh cam nhan dude khong?

182

Theo Lewis uez dthzg szt (2002):

"Kigu tat co cau nhan [h&c nay se lam giam nhang cau td thoai tieu eye, nhang Idi

lien tri tieu cdc, nhung tuygt vong, le au so hai va lam tang nhan thdc thug tee, lam

hinh anh ca nhan tro nen tich cut va tang sit to trong. Viec nay doihOlso chi y nhat quan den nhung gi khach hang dang nal va met dinh huong lien tyc tOi thdc to".

Tom lai, lieu phap to duy di6u tri benh nghien nt9u va ma Lily tap trung vim ba nhiem vu: (1) the dinh nhilng cau to thoai ma khach hang sit dung de bao chfia cho viec lam dung nhiing chift nay, (2) guy clung v6

nhung kiau to duy meo me nhaI dinh, (3) thay the nhung eau tkt thoai bang nhitng phan iing cap ti6n hOn de 116 trd khach hang trong n6 h.fc loaf b6 rticiu WI ma tny. Khach hang ti6n hanh qua trinh tai co cau ttt duy hang ngay se tang dude kha nang Toni bo nhiing ehA kith thigh nay mot each Bang ke.

ISO pilau td duy dieu tri hanh vi pham phap

Met trong nhung Ting dung thti vi bon cua lieu phap to duy la trong di6u tri khach hang la cl6i trung thu6e he th6ng phap Ii. Trong eu6n "Nhan each tai pham", Samenow va Yochelson (1976) thao luan rat ki v6 nhung sai lam to duy ma tei pham sit dung de bac) chila va duy tri hanh dOng pham phap cua minh. Mottonen (1987) liet kg 14 lei to duy ph6 bie'n cua tOi pham, nhfing 16i nay da titng dude gidi thieu trong cOng trinh truck day dm Samenow va Yochelson:

1. TOi phai canh chUng chinh ban than minh.

2. Bao lye hay lita dao la each tad nhgt de lam dude viee.

3. Chiang ta song trong rang rain va ai manh nguoi do song sot.

4. Ngutdi ta se hai toi nail nhd tea khong hai ho truce.

5. Viee gift lai hita va bho an la khling quan trong.

6. Nci dgi va lita dao se khong sao ea chitng Mao ma anh khong bi tom co'.

7. 'Mi. (IA tiing bi d6i xit bat eong va throe quy6n dai 10 ding bang bUng brit eft each nao ma toi NS the lam.

8. Nhung nguoi khac thin y6u dugi ea va fling clang phai chiu nhu th6.

9. N6u tea khong xo day nguoi khac, toi so bi ngdai ta x6

183

10. Tlii nen lam bars eit vied gi co the de dat dune nine dich. 11. Nhting gi nguai khac nghi va toi chang anh twang gi ca.

12. Neu ten muen chi gi, toi nen lam bdt c3 viec gi can thiet de dal dude eai do.

13. C6 thd minh muSn thi se on ca nen toi chang can lo gi vg hau qua xau.

14.Neu ngai La khong to lo cho ban than, thi ddy la chuy'en cua ho. Mottonen (1987) them van danh sach trail nhung thao luan eau ve 16i

tv duy va nhen each tee. pham: 1. Lap triteing "toi khong the". Khi toi pham nal "ten kin-J. 1-1g the",

dieu ma ho thkie su muo'n n6i l'a "toi se killing". Hanh vi do the hien ski Iva chart each song vo trach nhiam. Bei the gidi c6 trach nhiam khong the dem lai cho tQi pham ski vui strong ma ho mu6n, ho da uon "nhang mong muon" thanh "nheing cal can co". Khi "nth:Mg chi can co" khOng duet clap ling, that

nhan flay su bad chtia cho hanh vi khong lam gi ea (hanh vi vei trach nhiem). Muc lieu a day la thay den thai do "Lei khong the" thanh thai dQ "tai co the'".

2. Kenh &nig. Thong thuang tei pham the gidu nhfing suy nghi cem minh va bat ngdoi to phai doan xem ho dang nghi gi. Ho not ra met nda su that bang each nth "phai, it dung" va "khong" hay "toi khong biet" khi ho Qua ski co biet diau gi do. Day la each khien ngddi to bi mu me vg cam giac thus su ena ho. Thay dei se khong then ra neu ba diet' khong xity ra. Trtidc het cat ca nhan hat dau a 1.0 suy nghi va cam gine cim ho. Thu hai ho yeti cAu phan hei tit nhCing ngdai khac. Va thu ba, ho hoc each net vkie hay chdt vein suy nghi &Oa ban than ha. Muc Lieu can dat chap la m6 nhung kenh giao tiep co § nghia \TM nhung ngttoi khac va de nhung ngdOi de) gitip nhiing bAi hoc euele dui.

3. tai phu kieu tang. Tlii pham to nhin nhan ban than theo each khOng thkic te, ho tin rang ho co the lam dtioe hau nhu tat ca moi thit va rang ho sieu (tang bon nguei khac. Bao nhieu nhung digu sai dgu throe nhin nhan nhu la su ha be hay chi trich cern nhung nguai khong co tai Wang bang ho ma lai con hay ghen ti. Muc tieu a lam giam lai ttt duy nay bang each lam giam nhung ki vong ena ho del veil ban than. Bang each ap dung luat

184

Murphy —"n6u co gi co the sai lam, no se sai lam" — khach hang xa gian khi ho khong dat dude nhang gi ki vong.

4. N6i sd sit sd had. Tpi pham thudng co xu hudng phu nhan sti so hai, coi do la mat diem yeu. Nei so can thiep vao muc dich Lim kiem su vui stifling khi ho pham met 16i nao do, va vi the ho choi bo nO. Muc dich dieu tri hl khien tei pham hieu rang so duct la dieu tit. Nei so hai Bak cid} , viec giai quyet van de milt each có trach nhiem. Khi tei pham chic b6 hay loai trit dude not so hai. hanh vi tei 16i se dien ra.

5. Sac manh quyen pham thdang cam thgy ho sieu clang vi ho có the chengu dude ngudi khac bang nem tit, tinh cam hay bang the Luc. Bang each the hien la nhang ngudi keo kiet va khi chiu nhat, tai pham tin rang ho c6 the bat nguai khac elm cap nhang gi ho main. Muc tieu dieu tri la khien khAch hang nhan thiic dude hanh vi cem ho gay anh httang den nhang ngudi khfic nhu the nao. Viec. Met tu phe binh gitip ngudi to phat trien sti cam thong vdi nhang each nhin nh -an cua ngudi khac.

6. Lap tritang la ngtthi tot. Tai pham han the -Leh da nhang ten hai ho ad gay ra cho ngudi khac hang each chi nhan thile v@ nhang dieu tit dep ma ho eel le J5 tang lam dupe. Khong can Met nhang gi ho da gay ra, nhang toi pham nay van cho rang ho la nhang ngUai. Pitt. Chang nao ma tei pham van xem minh la ngudi tot, ho to cho phep ban than vi pham bat ca met hanh dung nao mA Eo laa chon vi nhang dieu flit dep ho lam dude cho la nang can him nhang di6u x6u, toi te. Muc lieu dieu tri la say dung duck met su can bang gifia chi tit va cai tei 16i. Muc dich la chi ra -xem tei nhan do da gay ra bao ninon tin hai va cuec deli qua lihit da bi lang phi nhu the nao.

7. Lap tratring ditng cb phat dien len - ca binh thtiang thrg. Tfic dien len van khang dn. Ted pham tin rang ca binh thuang thei va gay thitong tich la each tit nhat de day cho ngudi kink biet tranh xa khoi lit di cim ho. Thong thuang nhfing ngudi nay nhu the cO ngOi no san sang lam no tung ra khi co kich thick du la rat nhO. Muc tieu di6u tri IA nhan ra viec khong gift can bang c6 the gay ton thuong nghiem trong cho ngudi kink nhu the nao. Dieu by vong dat dupe IA nhang tin pham kieu nay cif) the hoc &tan each tt, ghe tam bAn than vi có trier 11 gay hai nhu vay.

8. Dgi tra. Day la met 16i ph6 thong nhat, trong si rat ca. the 16i. Bang each dal tra, ea nhan tin rang ho dang lam nhang gi moi ngudi khac lam de

185

dat duoc nhung gi ho mugn co. Neu moi ngudi khac cleu lua d61, tai sao ho lai khOng dude? Muc tieu dieu tri la cham &fit so dgi tra bang each trai nghiem vdi nhfing tai pham khac cling thang n6i dal Trong nhfing tinh hugng nay, ho kh6 co the der tra duoc bdi vi nhiing ngudi khac trong nh6m se nhan ra digu doi tra ngay tric khac.

9. Sy doe tan. Tei pham tin rang by la ngudi c6 mot khOnghai va xiing clang duoc d6i dai dac bier Bch ho la ngUdi dac brat, by dung tren luat phap va khOng phai IA dgi Wong cua chc their luat va nhung quy dinh go 66 nhu nhung ngudi khac. Sue manh ca tinh eim by rift 16n xuat phat tit nigm tin cho rang minh la ngtidi duy nhat. Moe tieu digu tri la cho ho xem nhiing ngudi "binh thuang" xU 11 cac tinh hugng song vdi su dep de va gian di nhu thg nao. Bang each xem nhfing ngudi khac, tpi pham von hay to chi trich se nhan ra dude ho cling ca nhung thigu but nhu ngudi khac.

10. Lap trdeing la mat nan nhan. Tai pham to xem minh la nhUng nan nhan khgn kh6 bon nhung nan nhan khac. coo di:il da khOngding bang vdi ho. Ngu ngoai ta chi bigt nhfing digu t6i to Lung xay ra vOi ho, ho se vien ed d6 hay tham chi hoan nghenh hanh vi pham Oahu cim minh. Ho khOngchiu trich nhiem gi ca cho nhung hanh clang cua ho va luon luon d6 tai cho "he theng quan lieu" da khien by trO thanh nhiing ngttbi nhu ngAy nay. MOt s6 them chi con vien den nhung giai thich tarn Ii hoc va xa hai hoc nhu la ho lOn len trong "mOi twang ngheo kh6" d@ bao ye cho boat do, ng cua minh. Muc tieu (lieu tri la trung hOa lap trttang nan nhan bang each xem xet nth:Mg gi tOi pham da chop lam, nhUng rui ro mao him ho cO, va nhung dong gap cua ca nhan vao Minh vi pham phap.

11. Sat egng nhAe. CnOc song chi la den hay trAng, c6 hay khOng - khong co nhfing vOng xam. Tai pham tin rang nguti ta hoac se ling tra hoac phan dal ha. Phu nu thi khOngdang tin clay. Canh sat thi Men ]lion chi mugn lam ton thuung cho ho. Mac tieu la dtta stf chti y cua khach hang vao nhilng ngoai le von lutin xay ra trong nhiing suy nghi den va trong nay.

12. Thigu ski sang suOt. tai pham phan nan la ho thigu nhiet tinh. Ho khOngsari long lam gi ma ho cho la to nhat hay ho khOng d6ng tinh nhung can cu va ski tin than, ding vOi con dau than kinh la nhfing chu dg n6i bat thang dune dua ra cre tranh song cO trich nhiem. Thai da lA "Neu tOi thich digu gi, digu d6 la tgt. Neu tOi khOngthich, ctigu do la xa"u". Muc

186

dich dieu tri la chi ra rang khach hang c6 rat nhieu sinh lye a lam nhung gi ho thyc sy muein lam, dac Met la khi dinh liu vao nhfing hoat deng pham phap. NhOng khach hang nay dine gidi thieu khai niem "sy n6 lye" mdi — lam nhfing gi ban killing main lam va doi khi eo tranh lam nhung gi ban mu6n lam.

13. Midi niem so Khi tei pham nhin Way nhUng gi ho muOW, cai do se tot bang cat cua ho. ThOgi6i no tei pham. Ho hi vong &doe moi this bai vi ho la ngudi qua quan trong. Neu ho khong dude cho, ho se lay di ma Chang can hOi bat vi do la cal ma ho sa luau. Niue Lieu dieu tri la khien ho chap nhan rang khOng ai no ho ca, dac biet la gia dinh va ban be. Khach hang }Mai hoc dd chap nhan va tran trong nhung ranh gidi xa hei cua ho.

14. VA dieu cuoi ming. Ban chang bao gia c6 the dam bao chat chAn tdi pham Bang nghi gi, tharn chi ngay khi ngudi do clang d trong Lu r6i.

Khi lam viec vol khach hang thuOc he thong phap luat, nhan vien CTXH tap trung vao nhung 161 to duy nay va nhung 16i W duy khac nua (hay nhung moo mO duy) va xem xet nhting 16i do &toe vien ra nhd the' nao dd bao chtaa va duy tri hoat &ling pham phap. Khach hang ghi chop lai nhung suy nghi khong thich hop va nhung tau ty thoai cua minh, xac dinh nhung 16i to duy cu the ma ho co, va thay the bang nhung each suy nghi va ty thoai cap tien hon. Phdong phap tiep can ve to duy khac la khuyen klatch ho suy nghi ve nhung nan nhan cua ho. Bang each tap trung vao xem xet

each cam nhan va cu xd oua ngudi La sau khi bi bi6n thanh nan nhan, khach hang doi khi ce &roc sy cam thong nhieu hen vdi nan nhan cua ho va tra nen mi6n curing bon trong hanh vi pham phap cua minh. Chi thai gian mOi cho Met lieu c6 sy thay d6i thus sy dude hay kheng. Theo led cua Mottonen (1987), nOu ban la met teii pham, - "ban chi co ha sy lya chon - thay doi - c3 tiep tut pham phap - hay ty ta. D6 la each song 666 ban, hay nghi ve dieu d6".

Thifc hanh

Hay lap nhOm ba ngudi vA guyed dinh xem ai la nhan vien dieu tri, khach hang va met ngodi quan sat. Hay doe v6 mot s6 trudng hop, chip ra met twang hop va (long kich phan vai. Xhe dinh nhang hoat deng can lam trong cues phOng van dau Lien va dua ra met guyed dinh tam thai ve nhung viec ban can day cho khach hang biei de xoay xa nhung kh6 khan cu the

187

ciia minh. Hoan thanh met dot digu trj 30 - 40 phtit, sau do thao luan nhfing ket qua dieu tri then Lung vai mat trong 10 phtit.

C5u hoi suy nghi:

1. Bon se gidi thieu y hieing tij dew tao hi nang cho khcich hang nhrt the new?

2. Ban se ha" tro khdch hang bang each nag de thdy ditch tam quan

trong ceza oh& dao tao kl nang?

3. Neu Vlach hang laming quan tam den dem tao ki nang, ban se tie') tqc dithz tri yet tievp Ric ha trek khcich hang can nheic Wee dao too ki nang relict the new?

Kithu5t huan luy5n kien dinh

Khi khach hang n6i vg nhiing muc tieu ma ho mu6n dat duct hay nhang van de ma ho muen giai quyet, nhigu ngudi nOi rang ho mu6n cam thay to tin Min, to khang dinh Mtn hay kiem soat dude ban than nhigu hon. Mat vai khach hang to mieu to minh la ntifing ke khong cuong quyet, (lac biet la trong nhung tinh hu6ng lien nhan each nhat dinh. Vi du mat ce gai rat We gian vdi ban than khi co ay khong the chit' dUng throe ban trai cua minh khi anh to gi6u cot quan diem chinh tri ena co ay. Hay mot ngdoi trung lien cam thay eau bai ski rang buac gia dinh. Hay mat ba cao tuSi cam thay minh bi b6 roi va con chi der truang thanh eua ba kh&ng lang nghe nhung gi ba to not vg vi0c nuoi con. Nhfing khAch hang can dude nghe, ha munh dude hieu, ho mu6n gay rac rgi cho ngudi kilt. Lieu phap hut luyen su kien dinh se dem lai loi ich cho

Theo Kirst — Ashman Ira Hull' "vice huan luyen tinh kien dinh khien khach hang nhan ra va hoat clang dua tren nhan dinh rang ho c6 quyo'n ban than ho va the hien cam gide cva minh mat each to do". Viec huan luyen tinh kit dinh la met phuong phap dude sit dung Olt; Bien de chinh siia hanh vi lien nhan each thich nghi sai, (lac biet la hanh vi bu6n ba va hien chitin (Buttell, 2002; Hull & Kirst — Ashman, 2004). Viec huan luyen nay phoi hop ca li thuyet ve hoc va nhung nguyen tac chinh sua hanh vi, tau su phan biet rti rang gifia hAnh vi kien dinh va hanh vi hi'eu chien.

Kirst-Ashman, K. K., & Hull. G. H., Jr. (2001). Generalist pracitce with organizations and communities (2" d ed.) Belmont, CA: Brooks/Cole.

188

Hanh vi higu chign thuang dude boc to bang la het va de doa, bang Cu chi tay than, cd thg. Hanh vi nay de doa ngUai khac. Hanh vi kien dinh, ngudc lai, la hanh vi co ki'gin sok, co muc dish va tap trung. Hanh vi nay dude thigt ke de nguati khac tham gia va chit Sr dgn nhung gi nguti tao hanh vi not ra. Viet huan luyen hanh vi kien dinh tap trung vac) nhung hanh vi cu the eg the hoc dude va ap dung cho met boat tinh hugng khac nhau.

Albert va Emmons (2001) trinh bay me hinh huan luyen sp kien dinh theo tang buck met nhu sau:

Blierc 1: Xem xet Minh vi cua ban. Ban et; hai long v6i mgi quan he cila ban khong? Ban ce kien dinh vol ban than ban khong? Hay danh gia ban than cam thay nhu the nao vg hanh vi cala ban

&Jac 2: Ghi lai nhung bigu hien kien dinh dm ban. Ghi lai nhung tinh hugng trong do ban phiin ting met each kien dinh va nhang tinh hugng nguoc lai, ca nhung tinh hugng ban tranh de: ban khong buec minh phai the hien tinh kien dinh.

Bdeic 3: Dat ra nhung muc tieu thUc tgcho ban than. Xac dinh nhung tinh hugng trong do ban mugn to ra kien dinh hdn. Bat (tau bang met tinh hugng nha, rui ro th'ap dg co co hei thanh tong lem hdn

Bute 4: Tap trung vac) tinh hugng Cu thg. Nham mat vao, Wang Wong ban xa li tinh hugng nhu thg nao. Hay Wang trung cite chi tigt that sinh dong. Cam giac caa ban tai thai digm de va sau do co nhung gi?

Bade 5: Xem Iai cac hanh vi caa ban trong sigh met tinh hugng cu the nao do flint la giong nOi, net mat, cif chi, anh mat... Hay nhan biet nhung hanh vi phan anh hanh vi khong kien dinh va nhung hanh vi phan anh dude su kien dinh.

&the 6: Quan sat met me hinh the hien su kien dinh. Xem ai do xa If met tinh hugng trung tij veil hanh vi kien dinh. Nhung dieu gi trong hanh vi ena ho the hien cu the su kien dinh?

Bit& 7: Can nhac nhung phan &ng kien dinh khac. Xac dinh nhung phan ang bang lai va phi ldi khhe có thg dude su dung trong tinh hugng cu thg

ffiteic 8: NhAm mat lai va Wang Wong ban than dang su dung nhung hanh vi khac tren. Qua tri Wang trung tich cue, hay thUc hanh su dung nhang hanh vi kien dinh do a tinh hugng that en the.

189

Biteic 9: Bong kich phan vai nhUng hanh vi kien dinh nay vOi nhan vien CTXH hay veil ngathi ban.

Bit& 10: Tap &Mg vai cho den khi ban cam thay thoai mai va gulp dat dime digu ban mugn.

Balk 11: Hay kien dinh trong met tinh hu6ng c6 that ngoai &di

Bade 12: Xem Jai tinh hu6ng thgc sti do. Ban c6 to ra kien dinh khong? Ban co binh tinh kheng? Kel qua ciaa nhUng hanh vi kien dinh do? Ban se lam gi trong tinh hu6ng do 8 Mn sau?

Bade 13: Tien tut et"' xit kien dinh trong mei quan he lien nhan each ciia ban. Bung c6 thold lui vi nhfing can tra tam thai. Hay xem xet nhung thanh tong va ca nth:Mg can tra ciaa minh. Ban co the hoc gi tU do?

Bade 14: Hay tU chtic mUng ban than. Hoc each song kien dinh khong phai la met viec de clang. Hay chu y den viec tittle hien chicle van dg do.

Viec hugn luyen tinh kien dinh OCT khach hang tai thien nhiing ki Meng del pile va din khach hang toi nhung m6i quan he lien nhan each hai long hon. Viec nay dee biet ce ich trong each lam thay dea moi quan be lien nhAn, trong do khAch hang cam thay ho dang phai da"u tranh de dude ling nghe va doge hien hoac trong do c6 sU phan biet quygn 18c ro fgt. Viec hug', luyen tinh kien dinh co the gill') nhung nguai rut re tra nen to tin hon va nhung ngtioi higu chitin tra non ft thn dich hon. Than trong lam can di kem vai viec hulin luyen tinh kien dinh. Hay by vong IA cO thanh wing trong lieu phap nay nhung cling se co khOng it nhung van dg. Nhan vien tham van phai he tro khach hang vdi sU quan tam va than trong.

De tra giup viec higu khai thorn su kien dinh, Lange va Jakubowski' 'ac dinh va thao luan nam kik kien dinh chfnh: (1) kien dinh co ban, (2) kien dinh co cam thong, (3) kien dinh tang cuong, (4) kien dinh dUang clau va (5) kien dinh ve tai tOi.

Lange. A. & Jakubowski. P. (19756). Responsible assertive havior. Champaign. II: Research Press.

190

Lange va Jakubowski (1976) thao luan toi ich cua viec phat trien he thong nigin tin kien dinh nhu sau:

1. Bang each Ong ho ban than va khign ngudi khac Nit toi minh, chung ta dat duoc su td ton trong va tan trong nhung ngdesi khac,

2. Bang each song theo cach khong gay t6n hai den ai trong bat cd tinh huang nao, °king ta chain clitt duds viec td gay Mn hai cho ban than va nhung nguai khac

3. Khi chimg ta Ong ho ban than va bac la cam giac va suy nghi than thanh eta chung ta, moi ngitesi deu co loi ve lau ye dai,

4. Bang each hi sinh tinh hem chink va to choi cac cam giac Ca nhan cua chOng ta, nhung mai quan he thdang bi pha vd hay can tit phat trign.

5. Quan he ca rthan fro nen thdc to bun va clang hai long Flan khi chUng ta chia se nhung phan Oog than thanh cua chUng ta vai nhung rival khac.

6. Kh8ng de' nhung ngdoi khac Nit chUng ta nghi va cam they gi thi Gang ich ky bang viec thong de jf den nhCmg suy nghi va cam giac cua ngua khac.

7. Khi cluing ta thdang xuyen by sinh quyenlOi cua minh, chiing ta cho naddi khac tan dung duoc chUng ta.

8. Bang each kien dinh va cho nattoi khac bigt hanh vi cua ho gay anh hdang den chung ta nhu the nao, chung ta cho ho mat co hai de" thay hanh vi va chting ta cho ho bit chOng ta tran trong quyen &Igo bigt quan digm cue chOng la.

BANG 5.1. L0i ich Goa sit kien dinh

Stt kien dinh cd ban la viec gi3 yang quygn, nigm tin hay V kign ca Main. Sp Hen dinh co ban khong dinh Ming dgn chc ki Mang tong tac xs hei khde nhu la lieu phap cam tieing. 14bt vi du dm sit keen dinh co ban khi bi

có thg la yeah not rang: "Xin 1oi, tOi muan nOi hgt mining digu tea dang nbi dO (TA". Khi bi hOi met eau ma ban klaing dude °ban bi trade, met cau chip 0 mue kien dinh ca ban eg thg la noi "TM main c6 met vai phut suy nghi vg van de d6 de". Khi tg chea met yea cau, met cau dap lai cO thg "Khang, chidu nay khong pila hop cho anh va Lai a di clad. Sp kien dinh co ban clang bao gYm viec thY; hien tinh cam va danh gia vdi nhiing nggoi khac. Nhung vi du c6 thg la: thich ban", "TM quan tam dgn ban", "Viet c6 met nggoi ban nhu ban khign tOi cam thay that hanh phgc".

Sit kien dinh earn thong xay ra khi ban thg MO ski nhay cam dm ban We nguai khac. Day la ki'du kien dinh trong d6 khach hang cO thg nhan ra Miele cam giac va TIM-mg trai nghiem cua had kik. Khi hai nguai noi to

vii nhau trong met cuoc hop, met eau dap cam thong tit nguoi thg ba có thg la: "Co the hai vi khong nhan ra, nhung cuoc nOi chuyen cua hai vi khign tai khi nghe duoc din hi6n cup cuoc hop. Xin hai vi noi nhO xu6ng duce

191

}thong a?". Hay khi ban killing chat than khi nao nguai to giao cai le miang mai mua cua ban tot nha, met tau dap clang nay có the la: "Tai beet, that kho de not chinh xac xem khi nao xe tai tai, nhung tee muein beet thoi diem trong ngay la Km nao?". Su keen dinh cam thOng có sue manh dang ke vi ban nhen biet ye ngtiai do truck khi ban truyen dat sit nhay cam hay sd thdu hieu ye tinh huthig dang can ra. Kieu hank vi kien dinh nay tang den hoe nguai not suy nghi can than ve cam gide cem ngUai kbac truck khi tra lai ngttai do. Su can nhac co suy nghi nay gidi han Cal da co hei nguti nOi phan hai qua hieu chitin.

Sit kien dinh tang cdong. Vi du, met phu nil dang d trong quan bar vdi met ban nit cern minh, met ngtiai dan Ong cet ded mai hai nguai u6ng. Met lai dap tee thieu \Tee nguai dan Ong dO co the "Anh that tot bung da mai chUng tai, nhung chting tai tai day a bao tin tire cho nhau. Da sao cling cam do anh". Neu khong co tam dung ngan can ngttai dan Ong mai lieu, thi met titian hei tiep thee co the la "'thong, cam On. Chting tbi muOM not ehuyen vat nhau thoi". Neu nguai do di dai Ming mai, met lai dap thich hop có the lie "flay la lean thu ba va cling la lan cuel cung tea mu6n anh beet la cheing tee khOng mu6n co anh a day. Xin anh hay de chUng tei yen!". Khi sit kien dinh tang cuing tra nen ding ran han, phan (Mg cang se tra nen keen dinh han va thing thong hon. Hai da so mot ngttai nam dude thong deep truck khi "khdu thdn °Ong gam len" va etgie trao dti tra nen thing

St/ kien dinh d6.1 d'au dttac set dung khi lai not cua nguai khac mau than \TM hoat dang cem ho. Kik kien dinh nay bao g6m viec mieu to nhung gi nguai do da hem hen va nhfing gi nguai dO thtfc ski da lam dude, va cac cam gide ceia nguai MC. Met vi du co the la "Deng tOi phai tham van trudc khi de xuat cuei ding dupe dinh may ra. Nhttng tbi thdy tint ki dang &AIM may ban d6 vao hic nay. Trade khi anh to lam xong, ten 'man xem lai ban de xuat do va seta chfia lai nhung oho can thiet. Sau nay tai muOM dupe xem de xuat truck khi gUi sang cho thu nghi cluing to clang le da thong nhtit la chi nen An cdn viii sinh vien hon. Tuy nhien hem nay tee da de y that' rang khi hai sinh vien hei thOng tin gi do chi not rang chi co viec quan trong han a lam chit khOng phai la ngei trong tre nhu the. Nhu chting to da tang thao Man, t6i thdy la viec to ra An can rat quan trong trong nghe nay. Ted mulin biet r6 co ehuyen gi a day khong?".

192

Stt kien dinh ve cai tot. Su kien dinh nay clac bi'et huu ich cho khach hang the hien (lac nhung cam giac tieu cue khd nOi. NO bao gem bgn phan: (1) "Khi: ngudi nOi mieu to hanh vi ena ngudi kia", (2) hau qua la ngudi not mieu to xem no anh Midng dgn cuec dbi hay cam giac cua ngudi not nhit the nao (3) TOi cam tar (ngudi nOi mieu to cam giac) (4) 'Poi man

(ngudi nOi mieu to nhung gi anh to mugn). Khi phan dng lai met dgng skt luen ngat lei, khach hang co the not "Khi tea lien tue bi ngAt lei, toi mat mach suy nghi cua minh va Lei bat dau cam thay Ia y kign cua t6i khOng quan trong vdi anh gi ca. TM bat Tau cam thay bi ten thitOng va tile gian. TM man anh hay tam thai hoan nhung gi dinh nOi cho tdi khi Vol not xong". Lange va Jakubowski (1976) tin rang viec quay phim khi cac hanh vi do cO hieu qua Min. The gia (Ida ra nhung lai khuyen sau: Ban dau, cac vai dien nen có eiing gidi tinh vat tang gigng trong cu xu cua khach hang tang tot. Nhung tinh hang tren phim nen tap trung vao cac trai nghiem hang ngay ma khach hang co the a nhan ra. Thd hai, khi quay phim, hanh vi kien dinh phai dem lai kat qua tich cite. NM each khac, vai dien nen kgt thuc a kgt cue Lich cut khOng nhung cho ngothi dien vai kien dinh ma con cho nhung ngudi tham gia khae trong vd dien. Thu ba, vd then nen ngan de gitip ngitdi xem duy tri (lac mite tap trung eao Mtn. Thu tit, cac vai dien phitc tap nhit dam phan v6 met vi tri vise lam mdi vdi Ong chi" nen duce Chia thanh nhigu doan khhe nhau: tigp can Ong chU, trinh bay yeu eau, dila goi V, dam phan v6 vi tri ding tae mdi va cugi cung, nhung khia canh quan trong cqa va dien nen dude neu bat tren phim ding vdi nhUng me to chi tigt vg hanh vi eau thanh hanh vi kien

Li6u phap ch6nga can tac gi6n

Rat nhigu khach hang tim dgn cac dich vu tham van vi ho khOng co kha nang kiem soat dude con tilt gian cilia ho. Met vai khach hang tham chi se phai ra hau tea vi viec kiem soat can the gian khi xay ra mau than trong quan he vo thong dan tdi hanh hung. rift gian la mot tinh cam lieu cue ma rat nhign khach hang mac phai va thttang clan tdi cac hoat dOng bao Wc. Lac gian khOng kigm chg dude tham chi co the dan tdi nhiing hoat deng pham phap vdi ket cue la tit lei, nhan vien CTXH can co kinh nghiem tilt trong viec Ai) dung cac ki thuat dieu tri kiem goat cdn toe gian bdi khach hang thlidng xac dinh bac gian la van de hay mgi quan tam ion nhat oda ho.

193

Nhung lieu phap the ngit tic gian thttang dime sit dung a gitip khach hang trong bei canh met nhem nguoi co the xii li con tic gian cua ho met each thich clang hon. Nhitrig chitong trinh he tro digu tri day cho khach hang each kiem soot con tic gian tha ho duo troll met , sg 1i thuyet va nguyen ttic chinh sita hanh vi.

Hatt het cac chitOng trinh kigm soot tut gian &du he tro khach hang lam nhung vice sau: (1) nhan ra rang We gian da trd thanh met the h e co hai trong dai sting tha ho (2) mieu to cac tinh hugng lien nhan each trong dO dac biet la can tile gian MI6 the ngu (3) xac dinh the (tau mai boo hieu cho khach hang bigt can tic gian cna ho dang gan diem sei sue (4) ben hanh the ehien luoc the ngkt khong cho nhung can ate gian bung phat ra (5) danh gia hieu qua tha nhung chitin Moe nay (6) thue hanh cac chitin Wee co hieu qua nhat viii tUng khach hang.

Quy trinh ki6rn suet tac gian

Smith WI Beckner (1993) va Smith, Smith va Beckner (1994) da thigt kg va that hien met quy trinh the con tie gian gem ba dot dieu tri cho nhung phu nil a nha tit hang Utah. Mei dot dieu tri ken dai thp xi ba gib va bao gom ca nhfing nhiem vu giao vg nha ma nhiing to nhan phai hoan thanh giUa nhfing det digu tri.

Olt digu tri clgu tier)

Dot digu tri bat &Au bang su gidi thieu te;ng (plat v6 mac ditch tha quy trinh, sau do nhung phu n8 to nhan din vao thang bieu hien tic gian (Novaco Arger Scale) (Burns, 1980). Phan con lai caa dot dith tri tap trung vao nhung trieu Chung pho bien cna con We gian (APA, 2000). Viet thao luan xac dinh ra nhung triau Ching tinh cam, the chat, to duy va hanh vi ma ho trai qua khi ho tic gian. Ho ding thao luan nhung each ma ho sit)

dung can tut gian nhu la mat 11 do vien ra de" tranh phai chiu trach nhiem cho nhUng boat deng eita chinh ho (Dyer, 1976).

Dot digu tri dau tien ket thtle bang vice, e thao luau xem cac nu to nhan co the theo dot con to gian cUa ho nhit thg Mao truck khi digu tri dot hai. Ho dude yeti cAu ghi lai nhung cam giac hang ngay trim ho theo thang b6n mite de sau: khong tie gian, tic gian met chtit, tut gian va rat tie gian. NhUng phu nu do ciang dude yeu eau the dinh the trieu chting hay clau mei chi ra cho ho thay la can tic gian da len dgn mac nguy hiem. Bki tap theo

194

clai eang hadng dan the ma tit nhan xac dinh the su kien c6 the da gop phan

vao viec gay ra con tile gian.

Dot digu tri thu hai

Dot this hai bat clan bAng viec xem :tea; nhiem vu da giao ve viec theo

doi con tue gian cem the nil tit nhan. Ho dark yeti cau binh luan vc nhang

danh gia doi vdi con tic gian ena ha cho med ngay trong tuan vita qua, the

trieu chung khien ho danh gin nhu \Tay, Ira the ski kien co the hen dot den

con tic gian. Cuo:c thAo WTI cung tap trung vao xac dinh the trieu chung

va dau mod de chi ra eho nMing tU nhan rang con tic gi6n cua ho da den

mite nguy hiem. Phan cell lad ena viec dieu tri tap trung vao viec lam the

nay ma ho eh the the ngu con rite gian eta ho co hieu qud hon (Monat va

Lazarus, 1991). Cac chien hide qudn the con tic gian bao gem be) ra ch6

khac, dem den 10, hit the eau WI tap nhung bai the due thu gian, yeu eau

ngeing hai, ho di khOi ennh xung det, va bat dal.' hoot dog the chat kW;

hanh nao do va suy nghi Iai toan be xung dot (Burn. 1980, Tavris, 1982).

BM tap giao cho ho trong tuan tigp theo la tiep tue theo doi con tile

gian cua ho m6i ngay cling vdi the trieu chung va the ski kien gop phan va

con tut gian. Ho ding ditoc you c6u thkic hien met chien hide the ngtit con tut g-* vao vied ghi nhd ye viec do.

Dot digu tri tha ba

Dat dieu tri mat tap trung vao the hoot dung ma nhung phu nil nay da

tien hanh o tudn trade do d@ thay doi con tut gian va hiOu qu6 cha ntaing

boat deng. Thao luan xem 'cot hai nhUng chien luxe pha Men d& kiem soat

con tue gian, tap trung vao vao the chien lame co ve luau ich nhal.

Quy trinh dieu tri khep loi vdi viec xem xet tong the nMing gi the

to nhan cia hoe dime ve tile gian trong ski& ba dot dieu tri. Cac nU to nhan

se dude chain &It dieu tri bang dign vao thang danh gia mite de rite gian

Novae° (Novato Anger Scale) Ian Hui hai.

Kit qu5 cua quy trinh di& td

Diem ghi dude trade va sau dot (lieu tri tren thang danh gia mite do tut gian Novaeo da chi ra rang the nit tU nhan cam they it tue gian hon met each

Bang ke vao cued dqt dieu tri so vdi hie ban (LAM (1 = 4.39; df = 10; p = 0.5).

Trong viec mieu to the trieu chang khien ho cam they "rat tut gian" hay

195

"tiic gian", nhung phu nil nay throng nhan thay he. bi do mat len, nhip tim tang len, nhung kith dOng thong thuang, c6 nhung con dau dau, rung lac, nghign chat rang, khong ngu dive. to duy am anh. Tinh hu6ng khien ho thay "rat tic gian" hay "We gian" bao gem viec dea mat vdi can be quan gido, vdi nhung deng pham, met cuee cai nhan vdi ban hoac nguai than trong met Mn tham vigng, khi khong co ai den tham hay khong c6 Hut tit, viec Inc soat trong nguc, cong viec hi to nhan khac truygn cho. Khi cat na to nhan dude hOi la ho da lam gi de" kiem soot chide con the gian, hau het deu noi rang ho 136 ra khiquang canh xung dot tang sem tang tot va c6 gang binh tinh tra lai a khu viekhac trong nha ti. Rat nhigu nu to nhan khong thoat ra dude quang canh xung (let thi da sit' dung bai tap hit tha va chitin Jude W duy de kiem soot con tie gian. Met nil ti nhan da noi "Tai vg phong va to trach da de cho em ho cia minh treu choc. Sau d6 cuoi pha len".

Chu)* hoang &Ong vg con tac gian

Alberti va Emonons (2001) than luau bOn chuyen hoang dtiang tang có vg ski tile gian.

Chuyen hoang claang 1: Tire gign lit met hitnh vi. Tic gian ban chat khong phai khong phai la met hanh vi. NO la met earn giac, met tinh cam. Tie gian khong giOng vdi stfi hung hang. Bai nhUng cam giac tic gian thttang bi nham Ian vol nhigu hanh vi gay su. Rat nhigu nguai thay kh6 xi li thich clang kieu tinh cam to nhien rat con nguai nay. Neu ai do bao "Tai thong bao gia biet tic gian ca", ngttai do da nham. Moi nguai den tic gian. Tuy nhien có met s6 nguei rat giOi trong viec the giau con tic gian. Khi ho tic gian ho khong tong khai the hien earn gide cia minh. Thay van do, ho tim den nhung each khOng tieu cue de xi li con We gian cia ho. Khi ho hoc kiem soat con -Lite gian ho cling hoc each kiem soat cat hanh vi gay st/ co the xuat hien sau khi eon thinh no bung phat. Dieu then ch6t trong kiem soat tic gian la hoc each x& 11 hop 11 Min vdi con the gian do.

Chuyen hoang &tang 2: Ban nen bigt sd cdn thinh no cita chinh minh. The gian IA mot trong nhiing tinh cam kh6 the hien nhat bai ng-ttai to thuang khuyen khich ho chOn yin no xiang. Vai nom sau khi ai do khuy'en khich ho bee to no ra, ho lai sd rang con thinh no caa minh cO the gay hal nghiem trong cho nguai khac. Ho ti'ep tut chin dung ski im lang vi sd lam ten thuong nhiing ngttai khac. Trong khi nguai gian du im lang, nguai kia flap tut hoat Ong theo each lam hang quan he. Cho tOi khi ca

196

hai ben cai ma hon vdi nhau, ea hai mdi thA'y ho giai (my& dude van de tot nha:t. MOt phan quan trong ciaa vi'ec kiem soat the gian la bee le tic gian va

no tong khai, than thanh.

Chuyen hoang /Wang 3: NOi hdi con nguti. Trong nhteu nam, tong chting deu da tin vao chuyen hoang during 'am cua Freud do 1a tinh cam con ngttai nhu cai ndi hdi. Khi nhfing tinh cam quyet liet Ion len ben trong met con nguai, di& quan trong la nhung cam giac do phai ckalc giai tda trudc khi ngttai do bung phat ra bang nhung hanh vi gay teal hat Nhung pheo Klan suy v6 cai ndi hdi thi sai. CM thkic su xay ra IA nhung su kien gay but minh dude km tail met hie nao do vao ngan hang tri nhd caa chting ta. Khi met su kien Cu the throe ghi nhd, su gian du di kern Nail no cang dude ghi nhd. Dieu tut gian met ngtfoi trai qua khong phai la tong s6 nhting trai nghiem Ittu trt trong ngan hang tri nhd, ma chi la cai trai nghiem Cu the. Tile gian khong tich luy IM. Thay vao d6, the gian lien hdi vdi met tinh hu6ng, dia diem va thai gian cu the nao do!

Chuyen hoang &tang 4: Viet xa gian tat cho sue khOe ena ben. Nhung nguoi nghien ctiu ve tut gian den khOng c6 li khi ho thao luan ye gia tri ciaa nhCing cam gide duct xa gian. Trong khi met s6 tin rang viec xa: gian IA met Phan thiet you giai guy& su tut gian, cac nha nghien cUu khac thing tinh rang viec xa gian chi lam tang edn tut gian. Nhung nguoi nay tin rang viec xa gian bang each dam vac) gei hay het len tut tiu chi khuyen khich nguoi ta xu li con the glen met each hung hang hon. Theo Alberti va Emmons (2001), "Chung ed tot nhat va can k6 nhat sing he no ret quan diem cho rang earn gide duoc xa gian la hdi chUng tam li khong khOe manh". Cacti the hien ski aux dich ra bang tay than chang giai (my& dude va'n de. Carol Tavris da chi ra nhung chuyen hoang &tang nhO hon minh hoa cho Chuyen hoang dtiang nay.

Chuyen hoang during 1: Hung hang la ski phAn chgn ro ret cua [tic gian. Time te: su hung hang la met that quen tim den RI phah chgn.

Chuyen hoang &thing 2: Viet nOi ra dtiqe con tUe gian giGp giai quyett dude tiie gian. nue te: ski the hien ding khai co the lam tap trung hay tham chi lam tang su t&e gian.

Chuyen hoang &tang 3: Gin thinh ne la nhting the hien Oh gian lanh manh. Thkic t6: Thkic to ra con thinh no, neu bi bao oan, se day cho met due tre pinking phep khong ch6 ngttei khac.

197

Chuyen hoang chidng 5: Titc gian can phai dnide xa ra. 20 nam truck hAu het cac among trinh kiern sok tile gien sd dung nhung during hudng the' chat nhu dam g6i de" gin') ngtidi to xa gian. Nghien cuu sau chi ra rang khi ngtfai La hoe ki thuat dam gel nay ho sd dung ea trong va ngoai dot digu tri ma chang c6 kit qua tich cue. Neu chang có cai g6i nao trong tam tay ma dam chang han, ho co the dam nglibi gan ho nhat. Trong tam giai phap bay gib chuygn sang nhcing each xa gian bang lai khong gay hai, trong do nguoi to dude khuyen khieh nee ra khi ho bac gian. Vi'ec xa gian bang lai ngau hung bay gib dang bi nghi ngo vi hau qua xdu cua nO tren tim va cac be phan ciia co the khac. Cac chuyen gia cling ding Y rang viec xa gian bang Ibi le tich cue thi tot hon nhidu so vdi viee xa gian tong khai bang boat thing hung hang, thin djch.

Chuyen hoang (hieing 6. Hay not cho ngtidi khac, thing not von nnoli ban tang We. Nhigu ngUdi xa gian vet ngutoi khac chi bang nhung bien phap gian tier), gay ten thtiOng ma him khi khign ngt.thi kia thay del hanh vi. Neu Minh vi cua ngudi kia thay dgi, can can nhac each xa gian trcte tie"p hon. Nhung cap vo thong khOng san long del mat vdi ban ddi cua minh vg nhung van de nhu thoi quen ho khong thich chi khign cac thoi quen do tang cuong hon. De xa if con t&c gian, ho throng chon met each an Loan a the hien eau gian - ho tin vao met thanh vier) cua gia dinh (nhu cha, me, va em gai). Kik "Xem Kern Ongibalanh (n6) to nhu the nao" thilang di met kit qua t6i to ve quan he. Con tile gian cua vo/ch6ng vol ban dbi tich to lai vi hanh vi caa nguoi kia khong cling Inc do su thu ghat cua ngtibi kia cling tich to lai vi khong ai phan hai ve' viee tai sao ngoeii vo/ch6ng trumen hung hang. Khi cam giac tut gian tang cueing, ca hai bi Wot be Cd he) xU If cam giac tut gian theo mot each ceii ma hoac than thanh. Neu kiem soat aft gian dttOc tot, ea hai ben phai cai mti doh dau va tae thing thang than.

Pinking phap tied can ba Won ci‘c114ngilskt tic gian Alberti va Emmons (2001) gidi thieu met phuong phap tier) can the

ngu su tut gian bao gem ba bUdc: (1) han chg tea da su tut gian trong et* sang cda. ban, (2) giai quy6t truck khi con tut gian Ming len, va (3) phan ling met each kien dinh khi ban tfic gian. De han ehg t6i da sij tut gian trong ethic sting cilia ban, Alberti vii Emmons (2001) sung cap nIning gdi nhu sau:

198

1. Cai thien mtil quan he ciTa ban vol nhiing ngtiai khac qua tong tic h6" trci °Pa cang dohg, qua ski chili thing, tha thu va them chi nuang chieu.

2. Chap nhen thai de tich cute trong cuac sang bang phong each hal hitac, qua tin ngUdng. bang each song nhu th6 hOrn nay la ngay

cuel cuing cua dal ban.

3. Tranh bi kith thich qua miic bai thugc men. cang thing cOng viec, ski en ao, giao thong.

4. Hay Ring nghe nguai kink. Hay tin nay nguai khac.

5. Hay kigm mat ngithi ban tam giao. Hay kgt ban, trO chuyen dal dan, than' chi ngay trade khi ban cam thay ski cang thing dang

tich dan ten.

6. Hay cacti cot ban than minh. Ban thay day, ban ding that buen cacti. (Dieu nay rat ngttoi day).

7. Hay ng6i thign. Hay tinh tam lai. Hay lien lac \TM tam linh ben

trong dm ban.

8. Hay tang curing su cam thOng dm ban. Hay can nha. c kha nang

rang cO ai do dang gap ruff ro thne

9. Hay khoan dung chili dung. Ban co chap nhan dude rang con nail chang may khi dude toan mi khemg?

10. Hay tha thil. Hay b6 qua chuyen la ban can de; 1 .8i cho ai do vi

nhung digu clang tie da xay ra trong cuOc sting.

11. Hay huffing [Ai viec giai quygt van de cling ngudi khac, ch& khang phai chitin thing nhung nguai khac.

12. Hay khign cuac song ciia ban chick; trong sang. Hay giai quygt van rig ngay khi ng mai nay sinh, khi ban cam nhan dude no - chit kheing phai sau hang gia/ngay/tuan lien ap 0, hay ngam no trong

dciu. Ngu ban khong giai quye't loge ngay, hay b6 tri thai gian cu

thg khi nao ban co the va se giai quygt van dg do.

Alberti va Emmons (2001) kgt luan bang met 86 nhung dieu quan sat

dime n6i chung ve sit bac gian:

1. Hay nhd rang ban chiu trach nhiam cho chinh nhang cam giac ciia

riOng ban. Cacti ban nhin nhan tinh hoeing cho ban quygt dinh hia

()Ion each phan Ung ve; tinh cam.

199

2. Hay nhe rang su tut gian va RI hung hang khOng phai la met. Mc gian la met earn giac. Ski hung hang la kik bieu to hanh vi. Nguai to có the the hien ski tat gian met each kiln dinh — con ski hung hang all khOng.

3. Hay hien lay ban than ban. Hay nhan biet cac thai de, mOi truang, ski kien va hanh vi gay ra can thinh ne cac ban. NMI met nha thong thai khuyen: "Hay tim not khai ding Pei ban biet ca ski van hanh nhu the nao".

4. Hay danh chat it thoi gian xem xet vai trO cUa can tiic gian trong cuec seng cua ban. Hay ghi chti nhung dieu khien ban tiic gian va nhung gi ban main lam dei vdi can tut gian do.

5. Hay lap luan vai ban than ban. Hay thay rang phan ling elm ban se chAng lam nguoi khac thay duck. Ban chi c6 the thay ddi ban than minh ma thai.

6. Hay danh chech hiding cac suy nghi ich kY dm ban bang each neing suy nghi, lam Lang tri hay thin dinh.

7. Dung co minh rai vao nhung tinh hueng do eau gian! Neu hay set runt khi ban phai xep hang Cho ctcJi lau, hay tim den ba di each nao khac de hohn thinh nhiem vu ma It phai set rapt hon.

8. Hay hoc each thy gian. Hay to phat trien ki thuat thu gian va hay hoc each ap dung ki thuat nay mdi khi ban bi choc gian.

9. Hay phat trien mot vai nhfing chien Woe ling ph6 vdi can tat giAn m6i khi no xua Men, bao gem kit thuat thu gian, ki thuat sii dung nhung eau "khong gay fie chi" va the quy trinh khac.

10. Hay danh can thinh no lai cho den khi that can thiet. Thay vao do hay tap trung vao duy tri mei quan he tea clap vai nhUng ngubi khac.

11. Hay phat trien va thkic hanh cac each kiln dinh de hoe le can the gian, nhe do ma cac plulang phap nay se hien huu khi ban can den chting.

bliac cuSi ding phan ling hang su kiln dinh khi co" cau gian, Alberti va Emmons (2001) gioi thieu cac gei j eau:

200

1. Hay danh vai phut de can nhac xem tinh hueng do ce clang cho ban bo thei gian va site lgc vao do khbng va oat hau qua có the c6 neu ban bOo 7o sg eau gian ra.

2. Hay danh vai phtit de guy& dinh xem lieu day co phai la tinh hueng ban muan giai quyet yin nguM kia khOng, hay chi la tinh hueng ban phai Mai quyet met minh.

Neu ban guy& dinh hanh dOng:

1. Hay nOi vai eau ve cal digu ban dang ban long.

2. Lap "lich trinh" de giai guy& van de Neu ban ce kha nAng giai guy& lien, tin on thlii, nen kheing, hay sap /cep met thidi gian nao do de xfi 11 van de sau nay.

3. Hay the hien cam giac cna ban met each true tiep. Tranh not cham biem va n6i bong gib. ; sit" dung each nOi than thanh, Ink cam; hay de on chi, net mat va giong nOi ham chita cam giac cna ban; tranh vice goi ten, lam be mat, danh ngtiai khac, giu loi the vg minh, sg thn dish; hay lauding Uri each giai quyet van de.

1. Nhan trach nhiem cho cat cam giac ban en. Met chuyen gi d6 chit khang phai met nguai nao do da lam cho ban tra nen ale gian.

5. Hay nhin vao van dg cu the, vao tinh huMag hien tai. Tranh vo dua ca nom. tiling co dao bdi ca Lich sit len!

6. Hay huOng tdi giai phap cho van de. Rea cuec thi ban se chi giai guy& dude con buc tic khi ban da loaf nil &roc cac nguyen nhan gay ra sti but rift do.

Lieu phap the ngg sg tang thong

lieu het khach hang deu trai qua su tang thong hay ap ]pc rat len trong tuck sting cua ho. Sg tang thAng do gay ra su lo Lang, va su lo Fang nay den den nhting rgi loan nghiem trong ca v .6 the chat va' tinh than (Kaplan va Sadock, 1996). Nhang van de co lien quan de sir lo long co le la chimg rei loan tam than phg bi6n thU hai sau chang rei loan co lien quan tii chat kith thigh . (APA, 2000).. khach hang c6 the hoc dt.tOc each the ngu str tang, thong, ho da phat .tries dude met ki Ming fang ph6 cO the gulp xu 11 mot each hieu qua met 'Oat kilning van de khac nhau, hao g6m ca chUng cang thing va sg lo lang.

201

Monat va Lazarus (1991) xac dinh met s6 cnc chien kw de iing phO vOi chUng tang thing. Ba trong s6 nhang chi& ht6c itng pile duct silt dung plo8 bien nhet ap dung li thuyet ve hoc vat nguyen tic chinh saa hanh vi: (1) hinh tiOing tich cue. (2) luyen tap hit the, (3) luyen tap thu gian co bap. Day la nhfing ki ming giai guy& yen de filling thudng ma bgt e& ai cling deu co the silt dung met each bleu qua, bat ke tu6i Lac hay trang thhi sift khae.

Hinh tuang tich a/c

Trong hinh Wang tich Nu, nhan vien CTXH la ngudi taking d&n khach hang qua met inking doan Wang thuat dune )(Ay dung len nham gitip khach hang thu gian va tinh tam lai. Khung canh hay hoat dung c6 the duce nhan vien CTXH gni len hay do chinh '<Mich hang ti,( xac dinh lay. Vi du nhan vien CTXH co the mieu to quang canh mot vung nit yen binh, viec nay 06 the OM khach hang thu gian. Hoac nhfin vien CTXH co the de nghi khach hang xac dinh met canh hay met hoot ding khien ha throe tinh tam va thu gifin, saw do phat trien ra the chi tigt ciia canh hay hoat thing do. Hinh Wang tich (40 can dude dua ra bang giong not binh tinh, thu gian va thong the. Nhin Chung, vie° Wang thuat met hinh toting tich cue se keo dai it nhai klmang 5 phut. Phu thunc vao not ma khach hang cu ngu, hinh Wang do cO the la met canh nut non hay bai eat ben be biers.

Luy4n tap hit this

Viec luyen tap hit this cO the gitip lam giam ding thing than kinh. Day la mat trong nhiing ki thuat chg. ngki su tang thing hun ich nhat bai nO

co the dude sit dung b' rgt nhieu firth hung kliac nhau, ca tren xe buyt, tau hem, may bay clang nhu a nhfing goo rieng to nhia. Bai luyen tap hit the dude thiet ke de gitip khach hang tap trung vao cam gill° hit thet Su tap trung nay gidp khach hang chuyen trong tam ehti 9 tilt nhiling dielu khach hang dang lo king den viec hit this ma thei. Viec hit the saw cling cung cap nhieu oxi hors cho nao ba, WI dem lai hieu qua thu gian tr'en co the. Chong to hay xem nhan vien CTXH gitip anh Jerry thu gian nhu thenk:

Jerry, WI ;man anh nheim melt Nao hay cam the& ding thodi

mdi rang t6t tran ghingai cda anh. Tai mann anh loci bd tit cci nharng gi ea

trong tam tri anh va tap trung veto giong not eUa tot. Tot /thong mudn anh

nghi lie aril gi ed ngoai trig nhiing gi tot clang not day. Hay de dein ac trang

rang uci tha gian trong udigiay. (Ngitng lai 60 giay)

202

Jerry, ... tai ninon anh hit that Mu veto vet gift hai the/ dO veti giay. Bay

gill hay the/ ra vet tiep tue thd binh nuking. Nao, bib! gill Lai hit veto that set' u

vet gift hai this do tat veto gid y. Tha ra vet Jul tiep tyc the binh thiteing. Anh

dang ram thdy this gidn vet binh tinh, vet tri at, anh dang this theta..

Jerry, ... tfii nylon anh hit sa u vet thd ra, hit thu vet the ra, hit Mu vet

thJ ra. Khi anh tiep tue hit sdu vet th.d ra, hay cam nhan edm gide tidy@ veil

eau luang khong khi veto vet ra qua mai anh. Hay de y xem anh cam thdy

that gian vet tinh tam nhbe the new. Hay tidy tut hit veto vet the/ ra vai giay

nita vet tap trung veto vice cam nhan luting khong khi veto vet ra qua mai anh

... (No:mg lai 60 giay)

Jerry... tai muon anh tiep tut hit Mu vet th) ra, hit Mu vet thJ ra. Khi

anh tiep tue hit Mu vet tha ra, hay (fly den Min gidc hieing khong khi veto vet

ra hai Id phoi. Hay cha y tat ldng ngtfc phang rdi xgp xuang khi anh hit

veto vet thO ra. Hay tap trung veto earn gide Luang khong khi veto vet ra hai ld

phdi nhtt the nao trong vet/ giay. Hay Ma 35 den vies anh dang cam thdy thu'

gidn vet tinh tam nlut the (Ngiing lai 60 giay)

KM Jery tap trung veto hai tho cern minh, anh ta then kheng nen'. v6

nhung digu anh ta lo King nua va tap trung chti y veto lang khong khi vac) vet ra kiloi cd the cUa anh ta. Viec nay khong nhiing gitip thu gian va tinh tarn, ma net eon lam tang Meng mau len nap va klnen anh ta sang suot tinh tao hon. Viec luyen tap hit the eh the' sit dung trong 5 phtit hoac nhigu hon. No gitip Jerry c6 (Moe mot ki thuat giam stress WI lo lang ma anh ta ce thg hp dung a moi Luc, moi ndi.

Luy5n tap thu gi5n cc b5p

Met ki thuat khac Mem soat stress va van sit dung dude a vet seinhang tang Mahe nhau. Kai luyen tap nay gitip khach hang chuyen trong tam

chti y tit nhang gi anh ta dang lo lang sang cam gidc khi ed bap tang len va dude thil long ra. Viec nay se giup mang Lai cam gidc thu gian va tinh tam cho khach hang. Cach luyen tap nay clung lam tang luu thong man len nao be) va gni') khach hang cam they sang suoi tinh tan hdn. Chung ta se xem vi du sou day:

Jerry, .. tai muecn anh nheim mdt tai vet ngdi tren ghe' Gang thodi mui

cling tat. Hay hit mot hai that Mu, gift hai the do trong mot vai giay, vet rdi

the ra. Tiep tut hit vet the'', hit vet tha Jerry, tot mudn anh ndm chat ban tay

203

phdi lai va ea' gift nhtt the rdi dein den 10, .. 2, 3, 4, 5, 6, 7, 8, 9, 10. Hay xbe ban tay ra met win rigon tay ra clang truck, ra dang sau. Nao bay gid t6i

muoit anh nom chat ban tay trdi lui va et? gig nhu the rdi dem den 10, ...1, 2, 3, 4, 5, 6, 7, 8, 9, 10. Hay xbe ban tay ra ma uoit mon tay ra clang truck, ra dang sau.

New bay gib' tot math anh ndm that chat ban tay phdi lai vet Yet gift

ithit the rdi dein den 10, ...1, 2„3, 4, 5, 6, 7, 8, 9, 10. Hay xbe ban tay ra ma Von ngein lay ra dang trade, ra Sing sau. Toi mann anh lam tidp nhu the: Khi anh lam Day, anh hay dem cdm gicic kheic biet tit ban tay cUa anh lac anh lam tang no ra vez thd Lang nO. Hay ad], tau lam nhu vay vdi ban tay phdi ceta anh.

Nay anh hay lam nhu vay vdi ban tay trdi cua anh. Hay nom that chat ban tay trdi lab vez cu. gift nhu the rill dein den 10, ...1, 2, 3, 4, 5, 6, 7, 8, 9, 10. Hay xbe ban tay ra ma teat ngdn tay ra dang trade, ra ding sau. Tot mudn anh lam tidy nhu the Khi anh lam Day, anh hay de' g cdm gidc khdc biet tit ban tay caa anh lac anh lam yang no ra va thd king no. Hay tidp tuc lam Out vay vdi ban tay trdi ctia anh.

Bai lumen tap ant gian cd nay có the ti6p tut vdi bap tay trai va bap tay phai, rgi bap chain trai, va bap Chan phii. Met hal luyen tap day du c6 the mat khong 10 den 15 phut. Met kien tang dung khac cO the' la de} khach hang cam tren tay met qua bong cao su, khach hang se bop qui bOng tai, rgi tha king Lay ra. Qua bong do cO the du nhO de khach hang cho vao tin an va sfi dung bgt cti ndi dau , bat cu ltic nao.

Kt thuat ngan ngita su tang thing: Mat phuang phap tie -p can vg hanh vi • to duy

Su tang thing la met phan caa cuec sag con ngudi. Neu khach hang s6ng cuec s6ng Lich clic, he phai dudng dau vdi nhigu Gang thing hdn. Theo Meichenbaum (Cormier va Nurius, 2003), co it nhat bgn su kien gay tang thing khac nhau:

1. Met .sti kien co gidi han vg thai gian va khong dien ra lau dal, nhu la lam sinh thiet, philu thuat, chila rang, hay met cuec thi n6i.

2. Met su kien ma gay ra met boat nhung phan Ting Gang thing, nhu la the't nghiep, fl hen, tai eh& cim met ngtidi than, benh tat ti.,t nhien hay to tan, bi lam dung tinh due.

204

3. Nhung su kien kinh nien nhung khong lien Luc, nhu bieu lien am nhac, thi ddu th6 thao, chinh chien, nhfing cdn dau (tau tai phat.

4. Nhcing ski kien kinh nien, lien tut, nhu b0nh man tinh, tam than man tinh, xung dot trong hart nhan, ski lam dung tinh cam-thd chat, hay su lam dung tam 11, mot vii nghe nghiep: (lieu &fang, day hoc hay lam canh sat.

Miechenbaum (Shall, 2000) da phat trit mat me hinh didu tri de' xd 11 nhiing ski kien gay cang thing noi troll dui tren Ii thuyet hanh vi Ira to duy la chit ye"u. Trong viec hudn luyen ki thuat phOng thong stress, khach hang hoc each phong ch6ng stress bang each thay d6i nigm tin cila ho vao nhung hanh vi va nhung cau to thoai Bach nhO co lien quan de ski ding thing. a dot digu tri dau tign, khach hang dUdc bier rang nhung § nghia hoot each nhin nhan cua ho vg ski cang thing - chti killing phai chinh ski cang thing do - da thqc su gay cang thing cho ho. Noi each khac, each khach hang nhin nhan mot tinh hu6ng cu the nao d6 chinh IA yeti t6 guy& dinh xem tinh hu6ng do co gay cang [hang hay khOng. Vi du met khach hang chide biet rang not sd hdi phai di b0 di lam la xuat phat t3 eau to thoai Lieu cue nhu: "Minh se bi trail bit dot during mat". Hay mot khach hang khac dude biel rang co to so di het vi co to t v nhil rang: "Minh elect nit minh chang bao gio co the hoc hanh gi duoc ca".

Giai doan tido theo cum dot dieu tri la viec hdc cac ki nang des khach hang sd dung nhu nhUng chi6n ludo ting pho khan nhau de giai tOa not sd hai va ski cang thing ma ho dang phai trai qua. Wit chien hidc Ung ph6 bao g6m hang boat cat, Id thuat hanh vi nhu luyen tap hit tha va dui gian co bap. Se rat kho nen cang thing cao do trong khi co gang thu giant Che bai luyen tap thu gian lam giam nhe tic hai cila su cang thing qua viec thay the no bang cam gine thu gian do chiu. Vi du khach hang dang bi cang thing co the to nhu la: "Hay thus hign thing tic nay mot let da. Hit tha that chain va that thoai mai". Met chien hide ung ph6 khac bao g6m mot boat cac Id thuat to duy nhu tao hinh Wong tich cue va thao luyen hanh vi. Cling that kho co the Wang twang not mot canh Wong thanh binh, hay mot hoot di.ing a chiu trong khi dang thay cang thing cac do. Khach hang có the thay the nhCing cau to thoai nhu la: "Minh e IA minh chang lam throe gi ca" bAng eau: "Minh sap Wang Wong ra nguoi ban than nhat cUa minh dang tl canh minh va minh se chang con e ngai gi Mia".

205

Sau khi khach hang da hoe va ti1c hanh chc chitin hide iing 016 nay, giai doan cuei cling cua dot dieu tri la thre hanh cac chien hide do. Doi \rai khach hang s) di bC? di lam, buck dau Lien BO la luyen tap di be tdi ging so trong khi hit 616 that cham va that thoai mai. Trong viec thao luyen hanh vi nay, khach hang dude khuyen khieh hieing Wong ra cdnh via he tren (Mang di trong nhu th6 nao, khong khi e6 mai gi, va am thanh cua xe CO ngtioc )(LIM tren (Meng ra sao. Sau khi cac chi& kW nay (la dude luyen tap thanh than ren, btidc cu61 cung la de khach hang thuc ski di ho di lam. KM ngtidi do clang cal Mt& tren dieing, anh to phai hit thd that cham vat that thoai mai, va chi y den cac earth tudng va Am thanh tren 16i di cling nhtt rung quanh. Trong met vii trang hop Ian di be. dau tien nay di the dude he VC/1g bei met hay hai Nhiing lan di be tkep theo co the co nguei di sau each 10 den 15 feet. Lin euna cung thi khach hang to di met minh.

Cac claming trinh co may mot he trd eung da dude Oak trien va dude kiem chung cho viec }man luyen each ngan ngtia ski tang thing. Timmons va citing ski (2000) da &Intl gia hieu qua dm cac claming trinh d6 trong viec he trd cac cuu chien binh mac phdi chiing hay tile gian. Ho da d6i °Ming ket qtrA cua chtiOng trinh do \TM met phtiong phap tiSp can thong thuang dieu tri theo nhom. Kett qua chi ra rang ed hai bien phap cho hieu qua nhu nhau trong viec (lieu tri chiing hay 'LOW. gian. Tuy nhien, phudng phap do may h6 Cr() tiet kiem dude nhien chi phi hon.

Cac chi6n htqc ki6m scat kining hoing

Met con khUng hoang la trong thin mat can bang trong quang thUi gian gi6i han nao do thudng bi den dong lai sau nhiing min mat len nhu chi chat cua met nguai yeu dau hay ski chin tay hoOe li hon. Theo Gerald Caplan (1964), met cuee khong hoang thuang din ra trong b6n giai doan: Trude het la ski gia tang tang thing ban dau do met ski kien gay khUng hoang dem lai. Khi su tang thing nay chat cheng hen, ca nhan se co" gang giAi tea khilng hodng bang each sa dung nhung me hinh quen thmic trong cac hanh vi gidi guy& van de. Giai doan thit hai cias con Malang hoang dude danh &du bang ski eang thing tang cuing do eh nhan van chua giai quyet dude khiing hoang. Trong suet giai (loan thu hai, the ki Mang giai guy& van de khrin thuang dude sii dung de lam giam ski tang thing. Khi nhung each giAi guy& khi(n cap nay khong co hieu qua, ea nhan budc vao giai doan thu ba ciaa cube khong hoang.

206

giai doan the ha nay, su cang thing Ion deal mite ca nhan co the trot qua nhfing lo hang hay tram cam nghiem trong bdi ho cam thdy tuygt wing va thua (mac. &Mc vac) giai doan euga cgia cued killing twang, ca nhan se hoac la trai qua ski sup de tinh cam hay tinh than rat Ion, hoac la se. giai taa khung hoang bang the hanh vi thich nghi sai do lam giam cang thing nhung lai lam phudng hai den chic nang xa het trong Wong lai. Vi civ, mat ngLidi hi sa thai co le se bo nhu di nail the co gang tam vied lam tigp Luc thdt bat. Ca nhan se dieting trdi qua bon giai doan klning hoang nay trong vOng 5 den 8 tuan.

Trong vice dig ngki khung hoang. ngegi dieu tri theang pip dung mat phedng phap tip can chung chung hay rieng le (Smith. 1990). Diem co lt 161 cgta phtidng phap tigp can chung chung la viii m61 Ichung hodng rieng biet, khach hang phai thee hign nhung nhiem vu tam It cu the hay nhung boat dOng giai quyel van dg cu thg de giai tda edn khUng hoang met each thanh ding. Kieu can thiep nay cnng dip mot mat k6 hoach can thief:, pip dung chicle cho moi khach hang bi kb:Ling hoiing nhu nhau, kheng can higt den dac diem eh nhAn. Trai ngunc lai, pinking pilau tigp can ea nhan tap trung vac) the nhiem vu tam li hay clic boat demg gidi guy& van de l cu the ma moi khach hang phai hoan thanh dg giai quygt kluging hoang. Khong co nhung nhiem vu soon thao spin cho Lung khAch hang. Thay vac) do nhan vien CTXH lap eac kg hoach diet' tri tap trung vao nhu eau cilia tang khach hang rieng biet.

Nheng khach hang do mit ngtiai than co the can ski h6 try qua mat so nhiem vu ma ho phai thud hien. DO la:

+ Ho phai not ra nhung cam giiic &Ian ha, dau don do mat mat. Nhan vien CTXH se khuyen Mitch khach hang khoc nell ho dinh khoc, va h6 try ho nhan ra rang cAc cam giac phai dune the hien ra. Do co thg la tec gian, tgi I6i hay mat sUtinh cam khac xulit hien to cac tinh huang nhu vay.

+ Nhan vien CTXH tham do moi If do co thg clan tdi su mgt mat dau din va koo dui do. Nhan vien CTXH co the gillp khach hang xiic dinh nhung phan ging thai qua do mat mat do ckm lai va xem xet cg so dm nhting tinh cam nay. Nguen ho try nen ednh glee vii nhfing suy nghi muon tv to do nhfing tinh cam tren xui khien.

+ Tai thigt lap hay tai kgt n6i mang ltgla quan he xa het. Ngu can thiet, co the kelt ban mai, hay khach hang can h6 try de lien lac vii nguili

207

than hoac ban be. Nhan vien CTXH co the xac dinh hay goi ' the ed hai cho khach hang hi khUng hoang quay tra lai vdi chile nang xa lagi thong thuang ena ho.

Cac dich vu can thiep giai guy& kining hoang cling rat can thiet cho nhang phu nil hay nam giOi hi lam dung tinh due. TuY thuge vac) vigc su kign do de xay ra dupe bao Lau rei, ca nhan ed the can den su cham sac y ta, can thiep tha pilau luat, quan tarn cua gia dinh, ban be va su he tro the van cig ve tinh cam. Cac tinh cam ph6 hien nhal la nigm tin, the gian, eang thong, sO hai, tram cam, h6 then. Francis (1993) rill the dinh ba giai doan thuong they d nhung nglasi bi cgang doat tinh due nhu sau:

Giao doan bi nil loan: Phan ling cua khach hang trong giai doan nay la tae gian va so hai di kern bankhoan la ho dang le cla tranh dude tinh hugng tei to de.

Giai doan chg ngif phan Nh'an vien CTXH eó the dg kien la khach hang binh tinh hem va co the ngg hdn so Nai hie su kien mdi xay ra. Mac du mQt vai nan nhan se c6 nhung phan ang the chat va tinh cam khac, giai doan khach hang co ye diem tinh thaong ph6 Bien hdn ca. Dieu quan trong can dupe nhan ra la khach hang van cam they gang thong khi trong ho khong (xi ve nhu the.

Giai doan dan xep lai: Giai doan nay dirge the hien hang mile dg digit chinh hay thich nghi nao do vdi vice bi eggng doat. Thai gian trade giai doan nay có the koo dai tii vai thong den vai nam raj. Nhung nan Main dat den giai doan nay 'thong con song trong not sg hai cho su an Loan cUa minh nua va da chuyen sang su so hai khac va mat di long to trong thgang eO cua nhang ngudi vita bi °gang bac. Ho se co lai dupe kha nang tin cay nguai khac va phol hop trai nghigm do vdi cam gine tha ricng minh. Qua trinh nay cO the (iliac he try bAng each sit dung the nhom tro gidp hay gia dinh nan nhan.

Cac nguyen tae thuee li thuyet he try khUng hoang va thgc hanh cla dupe ring dung a rat nhieu llnh vgc digu tri sac khOe tinh than khac. Met ling dung dac higt quan trong la sit dung the nguyen tAc hd trO khung hoang a xac dinh xem the sinh vien va nhang ngara Mahe co nguy ca Glue hien hanh vi bao lac hay killing. Trong cugn "Coe yeit to giap can thiCp

khang hocing" Greenstone va Levinton (2002) gioi thieu met danh sack cac

208

"dgu hieu ctinh bao Om" c6 the dace sit dung a sac dinh can sinh vien c6

the dinh tdi bao lue hay khong. Cana c6 nhieu ydu to dude danh dgu, nguy

GO host dqng bao hic cua sinh vien calla cao.

1. The hien 9 tddng 4: hay hopi hay glet nguti.

2. Nai ra cac ki hopch cu the ye viec gay hai cho ban than hopc ngdoi khac.

3. Dinh vao viec bait nat tre con.

4. Dinh vao viec lam dung chat kith thich.

5. Co tham gia cac bang clang.

6. 05 thing lam hpi clang vat nha.

7. Oa king dinh vao vu viec hOa hoan. 8. Cho khing cac tai san.

9. D5 ding hope la nan nhan cia viec lam dung tre em.

10. Co tip can sung eng.

11. aa tang mang vi khi din (Wang.

12. TO ra c6 sue hoc kern cOi.

13. Hay tron hoc.

14. TO ra lanh dam.

15. Oa tUng trai qua mat mat Ion.

BANG 5.2. Nhring dac diem cOa sinh vien c6 ti6m an bao lac

Danh each kiem tra nguai traeng thanh c6 nguy co bao lac marl

Greenstone va Levinton (2002) Lao g6m nhfing diem sau:

1. Co ben sa phai during dau vdi canh sat hay vdi nhtng nha chic trach khac.

2. I-lien tai hay trong qua khU co set dung tre nha lam tong cu, vat rib) chat, hay vu khi did deri pha lai ban ddi trong mei bat h6a gia dinh.

3. Ngitdi nay to ra co mac de bat man cao vdi cuOc dai cOa minh.

4. NIgudi nay hay clUa ra cac tuyen lad lien quan din viec giit ngueri hay Id tit

5. Nguidi nay Nita tuyen 66 bit gia con tin, dac 644 la ngudi nha.

6. Nguti nay co bin sit hanh clang hoc clang. 7. Ngadi nay mdi bat chat mua va khi va dan dude ma trUdc do kh6ng co mei quan

tam ay,

8. Ngirdi nay dadc chin doan c6 ail loan [Pm than.

9. Ngu'oi nay co tien sd hanh clang bao Ivc vdi clang vat trong thdi thd au. 10. Trong gia dinh ngddi nay, bao Ida thuong ducic de cap din trong giao tiep.

Khan vien CTXH tharing hay hai khi Mao viec dieiu trj can thiep vac)

kinimg hoang nen chgm diet. Viet diet' tri nen keit thilc khi khach hang da

209

hohn thAnh dupe nhfing nhiem vu tam li hoc de giai tha khiang hoang va dat den trang thai can bang trong viec thee hien cac chile Mang xa hqi. CO neda la khach hang it nhat dat den mac thee hien eh& Mang da dinh trudc, c6 danh thoi gian vdi gia dinh va ban be, vui ye trd lqi trong cuec song. M6t vai khach hang c6 the quay tra lai mitt truck khang hoang trong khoing 6 Wan, trong khi nguiii kfthe can den 12 Wan hoac hdn the. vi cac chUdng trinh h6 tro hiem khi vtiot qua 10 dot tham van, trong met s6 tinh hu6ng khiang hoang, khach hang se van elnia quay tra lai dude mug eh& nang trade khach hang khi dich vu he trd ket thlic. Neu c6 tinh hue/1g nay, nhan vien CTXH phai giao cho khach hang nhting nhiem vu hay hoat dung tam 11 hoe de khach hang tiep tee to thee hien sau khi ket thtic tham van.

Cac chien hicic tam linh hoc va nhan hoc

NhAn vien CTXH dee xuat phht t3 cei re tam linh, vdi thing lee cUa tarn huh de lam cong the trd gitip gieng nhu ban chdt cua the hoat ding nhan dao xa hqi sd khai. Khi nhan vien CTXH tap trung nhieu hdn vao hoat dOng nghe nghiep ei a minh va cac boat ding trd giup phi ton giao phat then, se quan tam den tam linh va ton Oho giam di. Khong gieng nhiing ngUdi tien phong trong CTXH, nhan vien CTXH trong thd ki XX tranh nei tdi ton giao hay hnh idle tam linh ei a khach hang. Doi khi ski mien cudng nay xual phat n6i ski c ngai rang ho se bi coi la ngtidi thuyet du dao. Doi vdi nhting nhAn vien CTXH khac, dieu nay lai phan anh rang viec tham dO ve tin giao ciaa khach hang NS the bj cho la ski ap dat ye gia trj cua nguoi dieu trj len khach hang. NhCing nguoi khac tranh noi ve chit de nay vi ho nghi ngd lieu do co phai la each sit dung thoi gian didu tri hOp Ie hoac

ieh elm khach hang khong. D01 khi ngUoi diet' tri tham chi lai sang htiong khac khi khach hang thin van de nay ra.

Gan day, nhiing ngddi lam CTXH va nhung tong viec trd giup khac da bat dau nhan ra sue manh ma nhiing niem tin tin nglidng nay c6 the dem lai trong khd nang plane 116i cac clidn thddng va hi kith den hen den 161 nhal. Huang hudng giai gam nhieu niem tin vao van de nay la cila cac tae gia nhd Canda va Furman (1999), Van Hook, Hugen, va Aguilar (2001). Ho da hieu dude Sae manh va tam quan trong cua nhung gia tri tam linh trong viec nAm bat va ho trd khach hang.

Canda va Furman Km y rang "CTXH vd cd ban la nghe cida tam linh — N6 giai thich do ton tai va nlidng Uu tien hang &hi can danh cho n6 trong

210

Bich vu tham ven". Nhieu nguai ehon CTXH la sq nghiep cua minh do tin nguang hay ton gee) cua tieing hp. Sq earn thong, quan tam den gia tri va pham each cua con netioi the hien d teeing nhan vien CTXH e6 lien quan trkie tie() den lOng tnic an trong tam linh cua ho (16i vai nhung not thong khi cua nguai kirk. Canda va Furman cling tuyen laa rang "Tam linh e6 the (Woe coi la mat phan trai nghiem dm con ngudi va vie(' lam ngtiai cua ho cling vai cac khia canh sinh hoc. tam li hoc va xa hei hoc". Tam linh gin]) met s6 ngudi c6 gang ley lai duoc nghia khdi the gidi vo nghia. Doi yei nguai khac, ne gitip ho hien re hon ban than va tra eau lied "Mac dich cua minh la gi?".

Lint' Nap tarn linh va tin nguang clueing nhu ngay cang c6 vai trO thiet y6u hon (16i yin nhUng khach hang dang phdi devi mat vii cae sa kien nghiem trong nht( benh tat thap tit nhat sinh, met nguai than hay van de site klieg tram trong. Trong nhung tinh hieing nay va the tinh hueng Wong

nhan vien CTXH nen dun ra vein de ton giao hay tarn linh vdi khach hang. Nhan vien CTXH da tong nhan ra tam quan trong cua nhilng yen de nay trong ret nhieu nhOm nguai thik so. Del vii nhfing nh6m kik nay, nha tha VA ton giao clang vai tro chinh trong cuec sting hang ngay cua ho va trong no" lac hieing tdi that' dai dae thu. Canda va Furman (1999) khi xem xet ve niem tin va gia tri cua mgt vai ten gido chinh, da xac dinh dupe nhung soi day co ban cua long trde an. li do lam viee vi tong bang xa hoi, vi ding hien Cho tong tae tro gitip.

Nhan vien CTXH can biet cren su that la khach hang c6 the c6 nhUng niem tin va gia tri ton gee) hay tam linh chinh yeu, va phai biec dtioc nhUng diem Chung phi hien gitia the gift° li ton gilo. it nhaax ngutdi diet' tri can hOi khach hang ye Firth vac nay va Tang nghe can than khi khach hang )(he dinh ten giao vk nhilng niem tin khac cua ho de ley do lam ngu6n ha tre That hai trong viec tham do linh vac nay se can tra nhan vien CTXH trong vice hieu dude diem manh cua khach hang va diem tiem tang clei vii nhung khach hang khan.

Cac chitin luqc kithn scat cuOc song khac

Them vao hang loat eac chitin hide he. tra da mieu ti, mgt s6 chitin luxe khan duce phut then de gitip khach hang c6 sq kiam sok t6t hon Nei cues song cua ho. RAI nhigu, neu khong muen not la hau het the chitin hide

211

nay co thg an dung trong CTXH va eel the sit dung a lam tang ki nang ung pho caa khach hang. Trong met stitruang hop, viec yeu can khach hang doe nhfing quyen sach c6 mieu to nhang plumng phap tiep can nay c6 the la met eau neri tdi lieu pilau k6 tiep hoe gitip cling cti nhiing thanh tuu di6u tri. Giting nhu the ki nang >ing phi) khae, the chitin luxe nay ph6i hOp vei nhieu nguyen the ed ban trong hoe thuyet phan xa, dad hit la niem tin rang con notii co the tiep thu dude hanh vi mdi. Chung ta hay xem qua mot vai chitin line ring dung ens. Spencer Johnson (1998) trong cuen sach ban shay nhat cua Ong "Ai da lay migng phomat cua toi?".

1. Hay lam thay dgi cac su kign - chUng khi6n migng phomat bi hong.

2. Hay du kitin eO thay dgi - churn hi to the sa'n sang cho migng pho mat hOng di.

3. Hay theo den su thay dtii - hay nggi miting pho mat Uniting xuyen, nho d6 ban se Met khi nao no bitin chat va hang di.

4. Hay Udell nghi vdi su thay dgi met each nhanh thong - Ban cang sdm loai bo mie'ng pho mat bi6n chat. ban cling c6 cd hoi sdm thuang thtic migng pho mat mdi.

5. Hay thay dgi di - hay dich ehuygn ding mieng pho mat

6. Hay flatly thich thti vdi str thay dgi - thoOng Ureic htiOng vi ciia cueic phieu lUu va mui vi egm mi6ng phomat meli!

7. Hay san sang chuan bi cho nheing Ian thay dgi sau - chinh chting khien migng pho mat bi hong di.

"Ai da lay di miting pho mat cim tOi" la met eau chuyen v6 et* sting

vat lam sao ma cuec song co the cU thay dgi bat ngo the. Win ctg quan trong nhgt cua cau chuyen la cure sting van cif dgi thay cho du chting ta co mugn hay khOng. Btii cuge sting kliong ngting thay ehiing ta phai nhin nhan

su dgi thay nay bang each nhin mUi. Anh mat nhin nhan 'nth me nay khOng phai la tia sang yeti dt hay mo mit ma chOi lea nhu tia nang mat trii vi su dOi thay dem lai cho ta cd het mdi va thach thtie mgi. Theo nhigu each, su thay dgi chinh la "hiking vi eila attic dtii" khi6n ehting La thich thd va tap trung vao ding vi"ge cluing ta dang lam. Khong c6 sti thay dgi, cueic sting se chang co bat ngd va se to nhat khUng khi6p.

Ngn tang trigt li cUa Johnson that ddn gian ma cling that sau sac. Theo quan digm cua Ong, thay dgi la you to lien tut xiiy ra trong eueic song

212

cua moi ngudi va nen dude chgp then va chao don thay vi hi tranh xa va sO hai. Dian vinh hang trong cuet song chtnh la rang cuOc song phai tuba thay

NhUng thay dth cho con ngligi la nhfing thhch thtac clang nh1i /lining co hae mOi. Trong cuefn each cua Ong. mieng pho mat la hinh Mug to to the hien nhfi- ng gi nguei ta mong mubM c6 dude trong cthic cigi, Mut la cOng viec lam an t6t deo, danh vong. hen tai hay mOt cu danh %mot trong mon danh gOn. Gieng nhfing thang trong nam, nhfing gi ngudi ta mong muon lien tuc thay dai. "Me cung" to ra khi ngoei ta di tim fli311g gi ho muen c6 trong dgi ho. Doi vdi Win het chting ta, me cung bao gam vd °hang, con tai, gia dinh, ban be va Iliac lam. Johnson mieu ta hai con chuOt Sniff ye Scurry chay trong me cung di tim mieng pho met nlni the nao. Cau ehuyen giai tri nhe nhang va la met vi du ve each aide met quyan such to gitip ban than c6 the dude HU dung trong thuc hanh CTXH nh3 the nao.

Nherng vin de vg van hoa va su da dang van h6a

Trong moi giai doan cua qua trinh tham van , nhfin vien CTXH can phai nhay cam vdi van de van h6a va su da dung van h6a, ve viec anh thiOng nhu the nao tai sit phut trian the ki nang fing pho. Cac ki nang iing 016 dude th5o Juan trong chafing nay da dude Op dung thanh &Ong vdi cat khach hang tilt nhfing nen tong khac nhau, bao gOm ea nhfing nhom nguoi thiau so. Tuy nhien, se c6 nIning chitin Wye Ting pho c6 the dude Op dung tet hdn Lay theo Lung do1 tucing nhem Cu the.

Vi du, dan Ong thuang phgn tang tot hdn vdi viec luyen tap thu gian co bap so yea phu nu, trong khi phu nfi thfch nghi tot hdn vii ki thuat Wong hinh. Tinh hinh hieing to c6 the thay del yeti cat ki nang to duy. Van de day la bill ke dang ap dung ki nang nao, nhan vien CTXH van phai nhay cam vii the Ong cua cat van de van lacia va su da dang van hoa dal vdi the chitin hide dieu tri nay.

1.C6 gang nhan but nhang thanh keen van hoa cua rieng ban. 2. Neu co the, hay hoc ng6n ngv cua nhCmg ngufe ban dang h6 tro gi5i guyet khUng

hoang. Hay tim met phien dleh vien co trinh dO neu can thia. 3. Hay yOu eau lam re van de neu ban Wong chat chUn nan nhan dang nai gi. 4. Deng co cho rang ban heeu bat cif thang dreg phi Idi nao trial phi ban era quen thuOc yea

nen van h6a cua nan nhan. 5. Ditig co ap dat gia In ca nhan cua ban. 6. Neu thong deep giao gee phi Idi cua nan nhan co y xUc pham theo nen van hoa cua

ban, hay &mg hieu no theo each ca nhan dm ban.

213

7. H5y phat trign nhan that ye bat cddieu gi trong giao Sep phi loi cua ban co the co y

;dm pham trong nhding nen van hoe nhat dinh.

8. Hay c6 ging het mac lam tang nhan thdc cua ban vie cac dinh kien cua rieng ban va

khuon hinh mau cua ban ddi vOi nhiing nen van h6a ma ban eita dien.

9. Vdi nhan thdc &roc tang Wang, hay hien hanh vi cua nhiing ngddi SO nen van hoa

khac theo chinh quan diem dm nen van hoe do.

10. Hay son sang test, thich nghi va they dai nhan thdc dm ban a khOp voi dieu ban trai

nghiem.

11. Hay duy tri so' khach quan.

12. Hay nhan thily rang ban khong the lam they d6i duqc quail di6m van hoa cue met

ngOdi.

13. Eildng c6 xet down nhang ngddi to nen van h6a khac bang nhCMg gia tri van hoe dm

rieng ban hid phi ban da Net ngiOi, biet gia tri van h6a cua ho.

14. Hay nhan ra rang vies ban khong quen vdi van hoa cue nan nhan co the lam tang so

tang thong cua tong viec h6 tro.

15. Hay lam no vai tro, kien thdc va kinh nghiem cua ban vdi hoc ben, nhd do ban ca th6

duy tri &roc sunhat quail can thief cho vi tri cua ban - ngtaqi h6 tro.

BANG 5.3. Cac chi din nhan bigt van de da van hog

TOM TAT

Chuang nay tap trung vao Ant trign the ki nang Ting pho cua khach

hang su dung nhung plaidng phap tiep can khac nhau, bao g6m viec si).1 dung lieu phap to duy, lieu phap huan luyen su kien dinh, lieu phap kie'm soot tic gien, lieu phap kie'm soot sp ding thOng va lieu phap kiem soot khUng hoang. Chuang nay tong neu hat ("Ong viec hó tro a nhang deCi tUctrig

06 nguy ca dac biet nhu khach hang bi tram cam va khach hang mugn tp eiing nhU la nhCing khach hang co Binh den hanh vi toi pham. Cac

chuong trinh di& tri chi ti6t da dupe gidi thieu. Chuang nay ding xem xet vai tro cua cac chitin loge tam linh, nhan van va the chitin loge hie'm soot civic song khac trong eu0e dth cua khach hang. Nhung gui the tong trinh cua nhigu the gia khan nhau ding dude trinh bay.

214

Chuang 6

THVC HANH PHAT HUY NQI LUC VA THIMANH

Co nhigu khach hang 15 nhfing ca nhan, gia Binh va tong &Mg khOng nhan thay chicle klui nang va thg manh elm minh trong vigc tao ra su thay dal trong cuec song cua chinh ban than ho. Thing thuang thi nhan vier' CTXH gap khach hang khi moi ehuygn da tra nen rES rang rang khach hang aria ho clang can co sti tro gitip phat huy nei life. VIdi gia dinh mac du c(f) nhigu the" manh co thg aging khOng giai quygt dude van dg clang vdi met trung tam y tg. Ho gap van dg kilo khan va rat man cif) nguoi trO

Tro gni)) phat huy nei lue &Mg vai tro vita /Mut la met quy trinh vita la kgt qua trong tittle hanh gong tae xa hei nhan muc (Itch tro gitip khach hang nhan ra va phat huy dude thg manh. Tro gitin phat huy thg manh &Mg vai trO la met quy trinh khi nhan vign CTXH tro gitip khach hang trong cat hoat dung phai dung den thg manh cua Ho nhtim tar) ra stt thay dal trong cuoc song. Vi du, nhan vien CTXH cO thg gdi y the hoat Bong clgi ph() nham lam thay dgi su khee biet vg quygn han gala gia dinh va trung tam y tel VA kgt qua IA su tro giup phat huy the manh nay dupe coi nhtt la kgt qua cugi clang, nha do co the dat chicle raga bign phap quygn K. Sq trO girip phat huy thg manh clang (Woe noi den nhu cat quy trinh va kgt qua, nhd do nhilng ca nhan va to chile cr, it quygn hie hdn tien t(31 giam bdt su each bigt trong moi quan he quygn lilt. Vi du met ba me phai kigm dupe chi &de an cho con cam thay c6 du kha nang dung li tri cua minh de giai thfch hoan canh otia co to vdi ngan hang thtic pham. NM each khac, co et' ea the dung the Id nang hien hg nhtim lam thay dgi cac quy dinh v6 phtle lOi.

Nhan vign CTXH phai co kha nang phat huy sue manh cho chinh minh. Khach hang se hoc theo ho de co nhfing hanh vi ma nhan vign CTXH thuring (than manh 1a quan trong. Klaing cti kha Mang phat huy sue manh cho minh, nhAn vien CTXH khOng the bign he cho khach hang hoac dao tao cho ho each dung kha nang cua minh. Tlittc Minh dim vao thg monk). dude Mei dgn a chUdng 2 co thg manh han kieu that hanh the() xu hudng thigu (deficit oriented practice model). Tr() gitip khach hang nhtin ra va sgi dung

215

dycic the manh cua ho nghia la da gitip ho tien xa Han trong qua trinh giai quygt van de va cling 1a gitip chinh ban than ho.

Huang clan trg giOp

Nhan vien CTXH thtidng phai gaip khach hang hieu each su dung cac ki nang phat huy the manh. Simon (1994) got f met .56 each nhu sau:

1. Xay dung chtidng trinh dap ling d6Oc vdi sa thich, nhu eau cua khach hang va cac thanh vien trong tong dang. Dya vao nhu cau va so thich cua khach hang clang nhu the thanh vien trong Ong Bong, nhan vien CTXH c6 the tao ra thiOc cac chUong trinh hula ich vdi khach hang hcin la thu nhan dupe 1pi ich tit chinh the diming trinh. Tap trung can thiep tii khia canh cang thing c6 the phil hop vdi khach hang han la lam vide vdi tang khach hang mat.

2. Dam bao met (lieu rang khach hang va ceng dang cua ho they rat thuan Idi va tigp can duoc vdi the clutong trinh va dich vu h6 try. Vi ti cua trung tam trd gitip va vie(' khach hang c6 the ben can thicic bang cac phudng tien giao thOng ding thing la met each the hian stt ten trong vdi khach hang.

3. Din hai khach hang cling nhu chinh ban than minh phai c6 su nhiet tinh va no h e trong vide giai guy& van de. You tali khach hang phai cO trach nhiem vdi hohn canh cua ho qua vidc giai guy& van de se gulp ich nhieu hen la c6 giai quygt van de cho ho.

4. Dtta vat() the manh cua khach hang va Ong deng cua ho. The manh la thanh phan eat 16i trong vide tao kha nang. Chi khi can ba CTXH lam vide vdi the manh cua khach hang thi su thay dei mdi 66 the la lau del va on dinh.

5. Tim va xac dinh dttoc nhung can thiep d6i vdi yeu eau, van de cua khach hang. Tranh vies chi dung met phuong phap can thiep c6 dinh. Chi that hien met dang can thiep nhu thing lieu phap gia dinh se khong tim dude cac phtiong phap khac nhau ma khach hang c6 the can. De c6 the trd gitip chicle khach hang, can be CTXH phai c6 nhung can thiep khac nhau.

6. Phat trien kha nang lanh dao la uu tien trong thtic tien va chinh each. Khi phat tridn kha nang lanh dao, elnIng to cO the dam bno rang khach hang va Ong d6ng cua ho co' the phat trien ki nang N/A pinking phap cua Hong ho nharn thay doi hoan canh mei trttang xung quanh.

216

7. Hay kien nhan vi ski Lisp sac cif) thgt can thai gian va ski n6 lac lien tuck.

Sii tiep stick la mot qua trinh can cal thin gian. Tuy nhien trong mot yin tinh huting trong chd skt thay dgi IA khong the. Can phdi nhan thay rang ngudi ta c6 the eó dude nhigu tan khi to tao ra ski thay clew. Can 1)0 CTXH bigt kien nhan trd gitip klnich hang se dude dgn dap khi khach hang dm ho lien tigp Lao ra ski thay dal nhd vac) khd nang eua chinh ho.

8. Lien tuck danh gia v6 khd nang eda can bo CTXH.

CO met eau nOi trong nghg nay rang cluing ta khOng the mong cho kluich hang lam dude nIning gi cluing ta chua lam dude. Dc higu mot each rE) nhai ski n6 lye cud klnich hang trong qua trinh tigp sag nay la chinh can hi) CTXH phai nri lac va phai thanh gong.

9. Hay &mg nhfing hieu bigt vg did phudng de Lao ra then qua.

Thong qua vigc sU dung kign thaw va higu bigt tinh hinh chinh tri 6 dja phtiOng, can he? CTXH có thg de clang hdn trong vice tao ra ski thay d6i cho khiich hang.

Nhing gdi y then co the giiip oho can be) CTXH trong cat hoat thing iigp sac cho khach hang. Tuy nhien, trd gitlp khhch hang thge haen eac hoat dOng tigp sae dOi hdi can be? CTXH phai sn dung nhigu hdn nhfing gdi y tren. Can hi? CTXH thudng phai lam vies vii khach hang va ceing Eking chtia có nhigu kinh nghigm trong vice sit dung ki nang va thg manh cUa mirth. Thong thudng, ho co met thai gian dal nghi rang luo thkie ski khong eki thg manh hay kha nang.

Cac ca nhan nay khi sang trong mot cdng dung se khong can thigt phai hieu each vudt qua kali cdnh vi tai thin diem do lao khong dung thg manh va ki nang nhu la met nhom co t6 chat Vi vay ho thudng phai ehiu dung ciinh dOi ngheo, bi lam dung hoar xam tai. fig giup elm khach hang bigt each dung they manh va kith nang cam minh, Salechey (1997) gdi y phai ti6n hanh nhung nhiem vu sau:

Kh8ng "dan nhan" khach hang

Khi "clan nhiin" khach hang, chting ta khong thuc sa xem h9 nhu nhung ca the dde lap. Tii ngil Fa nhung ()hang died quan trong chimg La gi i toi khach hang va bang each dung nhfing to ngfi theo hiking tieu cue (dan nhan tieu vi du nhu MAI than, chUng La se lam cho khach hang va nhiling nguoi khac kith ditty dude kha nang va thg manh cua ho.

217

Giop khach hang ti6p can cac nguan trd ginp tit gia dinh, doan the va Ong dung

Khi khong bigt clan chi" ngugn trd giiip co the den tit cac ngugn khach hang thttring cho rang tinh hukng cua ho 1a khOng thg trd gitip dude. Co (Wye so trd gitip tit niking nguoi khac co thg tan cho khach hang sy hi vong va cam gine dude trd ghat). Su hi vong nay se gnu') cho khach hang hig'u rang ho khong don dOc giai quygt van de cilia mink.

Ghip khach hang hi6u rang ho !loan toan c6 tlf6tao ra suthay cle'd

Mac dinh elm khach hang 9 nghl ho khOng có kha nang thay chinh la cho ho 4 righi vg sy that bai. Khach hang can phai sling thing vdi ban than va nh8ng gi ngtini khac tin ho co thg lam dude.

Tin vao khach hang, vao kha nang, the manh, tai xoay x6 va vac vong cua ho

Tin vac) khach hang la ki nang quan trong ma nhan vien CTXH can hoc hei. Khach hang phai hoc each xem ho nhu nhung ngtigi khac moon thky ho. Kha nang cria nhan vien CTXH co thg nhin they dude nhiing the manh, tai xoay x6 dm khach hang se khign ho co thg try gill]) khach hang dat dude muc Lieu.

Tranh quan dim "gia twang"

Nhan vien CTXH hay gia dinh rang ho phai &Ong vai tro quan tam doh khach hang bang each lam myi viac cho ho, va khOng de ho phat huy kha nang cua manh. Nhung vien lam nay thuong khign cho khach hang cam they ho giong flint Inca dita tre va nlni \Tay hp se khong thg dat (Wye muc tieu. Rappaport (1990) cho rang nhan vien CTXH phai tim ra dude (khong chi cho hi), ma con cho nag nhung kha nang cua khhch hang ma có the' ho khong nhan thay. Mac du co the khach hang da rang sit dung nhfing the manh do, co the ho van khong nhan they thg manh do.

Nhu vay nhiem vu cilia nhan vien CTXH la phai gitip cho khach hang nhan they kha nang cua ho. Trong nhfing trudng hop khach hang khong co ki nang ik) dac bigt thi ho phai ren luyen de) cri the ea dude tang vUi sti try giilp ciia nhan vien CTXH tim ra nhang ki nang can thigt do va dung chilng mot each liftu ich. Nhan vien CTXH nen khuygn khich khach hang bang

218

each not vg nhung (lieu ma ho da dint &toe va nhfing kha nang ho da dung da dot dude than do.

Cac vi du trong truong hop bgng 6.1 gitip elm nhan vien CTXH hien, each tro giiip khach hang nhan ra khii Ming va the manh cua ho.

Nhan vien CTXH: TOL biet rang con bi 6m la met tinh hu6ng rat kho khan. Khach hang: Chang tai kh6ng del lam gi. N6 rat 5m va chung tOi co it sdtrq glOp tit

benh vien va cac bac Si, Ho diai xid vdi no nhdvay vi no khang co bao higm. Tuy nhien ho khong not cho chOng tai Net ho se lam 91 va ligu ho co lam het kha nang khang.

Nhan vien CTXH: Toi danh gia cap nhang gi ban era lam trong thdi gian vita qua. Ban d5

c6 the dim Army tdi benh vien va tim dupe met bac si cho no. Ban d5 lam digu de ntur

the nao?

Khach hang: Chung tai da rat bye mink. ChUng tOi not se khong di dau chimg nao ho

khOng tim duce mat bac di cho Army. ChUng toi c15 rat bdang binh va kh6ng chap nhan

cau tra Idi khong.

Nhan vien CTXH: Chi that manh me va kien quygt. Chi din co the lam &fele dieu nay nhd

vao sue manh tinh yeu danh cho con. T6i nghitai sac chi lai khong the ding sUc manh

nhUvey de biet due° ligu con gai chi din co dupe se dieu ta tat nhat chua. Chi se lam gi

de dal dupe dieu nay?

Khach hang: Thd nhat tai se khang sq phai ciai met vial cad bac si nay nif a. Ho co ye tat hdn toi.

Nhan vien CTXH: CO thing nhd vey kh6ng? Chi da lam viec vat va ca deli, chi din co the

nuOi day con chi tot nhat, va Neu ye no hurl bat ki bac si nao.

Khach hang: T6i nghT la fel co the dal mat &JOG vdi van de nay va co the yOu cau ho not

cho tai beet ho dang dieu tri cho no nhf the nao va xem lieu do co phai la dial, tot nhat toi c6 the lam cho no. Anh co san long di vdi Cal khang?

Nhan vien CTXH: TOE rat san long. Tai sao kh8ng this xem &Ong to se nOi gi?

BANG 6.1. Dam thoai

Thyt hank dy'a vao th6 manh Saleebey (1996) cho rang thuc hanh dua vao the manh trong cOng tine

/ca het bat (Mu bang each tigp can Ndi cac truang hop benh nhan mac benh tarn than. I<C1 to do co ran, nhiau nhan vien CTXH va the nha li thuyeb tap trung vac each tigp can nay. Cacti tittle hanh dqa vao the manh hien nay Bong vai tee chinh trong dung tine xa Mae da cac nghien eau da cho thay hieu qua dm each thus hanh nay, met sd cac nha Ii thuyat ven tin rang phudng phap dung thu6c (biomedical) van to phudng phap ta/t nhgt. Ho tin rang phudng pithy dung thuec la digu nhan vien CTXH dung khi hanh nghg.

219

Ho cling cho rang the bac si kfiling the chi chti y den the manh ma con phai clad ST den at van de cna khach hang a 06 the giai guy& Laic no. Dieu nay cho thgy su khac nhau giva phuong phap Mang thugc va phuong Lap thkic hanh dua vao the manh. Trong met phuong phap thi traeh nhiem chink cim khach hang la dua vao Lan vice CTXH. Vdi phuong phap khac thi tragh nhiem ci'm khach hang lai dua nhieu hdn vao chink ban than.

Thkic hanh La vao gemg the xd hei cd nghia la Theo met khia canh nao do thi moi that nhan vien CTXH lam se dkia tren su tro Lip khhch hang phat hien. Ming cho v3 kham phd kha ming cua ho, tro giup ho dat Loc. mug Lieu, gitip ho nhan ra Log tide vong cua minh, giei toa su de the va lo au (Salecbey, 1997. T3). Trong tam cada eau Li nay clad trong vao vai tro cem nhan vien CTXH trong vice try gitip khach hang giAi guy& vein de ILA dat Lye mug tieu. Cac van de se Laic Mai quyet qua vies sit dung the manh va ki ming La khach hang. Vai tro cua nhan vien CTXH la phai dua ra phuong phap phat trien va khai thee nhung the manh nay. Salethey (1997) cho rang nam guy tag sau la rign tang La phuong phap thug hanh dua vao the manh:

1. Moi GA nhan, nh6m, gia dinh va cong d6ng Tea c6 thA manh

Khong phai tat ea moi ngtgai deu y thug dude rang ho e6 mot the manh nao do. Chung ta thudng co V nghi rang minh hoan town khang c6 kha nang nhan ra s 1e manh gem ban than hoac ciia nhung ngUbi khac. Doi khi can phhi bat clau lai va chi don gian la hay chil trong vao nhung dagi hieu cho thay the manh va kha nang ci'm khach hang de c6 the HO gitip ho. Khi hieu dude khhch hang, chting ta se co the dan dan Mint hien nhung the manh khac cua ho.

2. Bi ton thudng, bi lam dung, banh tat va kh6 khan G6 the la nhEmg dieu tai hal, nhung d6 cling có the nhCing thic thach va cd heia

khi kh6 co the hieu rang mot tinh hugng kh6 khan lai gti the tao ra sue manh va co Ilea Nhung khi nhin lai, se la rat la net' ehting ta khemg nhin thay nhfing gi ehting ta co dude tai nhung kh6 khan do. Nhung gi dat duce e6 the la mot each suy nghi mdi ve moi thil, met su thau hieu ban than. hoac ding et,' the la hoe dude meg ki nang mdi. Chting ta c6 Log sue manh nay IA do có su Laing dal" vdi nhung MI6 khan trong cues sting.

220

3. Phai gig dinh rang ban kh6ng the' biet het gigg han kha nang cOa khach

hang va hay coi trong nhEing udc vong cria ca nhan khach hang, caa nhorn va

coa tong Tong

Thang thi cluing ta luen loon nghi rang khach hang et") met kha nang dinh nap de. Va khi ho qua tham vong thi dOi khi cluing ta lai can tra

thanh ding cem ho. Moi khach hang can phai &mg xem nhu la nhung ngiioi hoan Man c6 kha nang dat dupe nhung rtde vong. Nhigm vu ciaa chting ta la khang dupe can tra ho ma OM) tim each khuyen khich hp.

4. ChOng ta phut vu khach hang tat nhat bang each Ong tag yeti ho

Thgeng thi trong khi thtic hanh tong tac xa hei, cluing ta moan tong tac yin khach hang nhung Ihi khong thus hien dupe do quan tam den vin de.

cua chting La thi a lion hoac chung ta khong deng 9 yea nhung gi khach hang muen lam. Cong Oa la met hinh theta quan trong trong flute hanh. Khi cluing La killing (Xing tac nghia la chting ta khang khuyen khich klnich hang hoac trd critip ho.

5. Bat Ire van d6 nao deu co nhOng giai phap trem nano

Mac WA Li khi co nhfing tinh hueng co ye Mat it them nang hdn

nhung tinh hueng khac nhung attic ra khOng phai nhu vgy. Vi du nhu trong vgn de lien quan den thu nhap thrip, 6ra dau benh tat, con chi hit hang thi deal luem co nhung the manh de. khai tithe.

Vige eO the etng dung nhCing guy tac nay trong that hAnh la met ki nang quan trong nhan vien CTXH phai co. PI -Mt hien ra they manh trong Inca hohn crinh c6 nghia IA ban da co the trp gitip throe khach hang. Vic phat hien ra the numb trong tang tinh huoMg Can khach hang khong chi don gian la phat hien va ghi liti nhung the marsh do. ma no con doi hei phai tao ra met nen tang can ban trong pluidng phap cent nhan Men CTXH. Met phan trong xu huffing nay la nhan vien CTXH luen ton trong va clht minh vao tinh hu6ng egia khach hang de nhin nhan chinh ban than WI the gith cua ho. ltheu then met each khac, khach hang phai dupe coi trong hdn cite vin de tin* vg Ii thuyet trong qua trinh nit ginp (De Jong & Miller, T 729-730). Mac da chting ta hoar' toan ring ho vice se dung It thuygt, nhung digu quan trong IA phai nhan ra rang chc quan diem vi the manh del hOi met mite de tin Wang van kha nang ciia khAch hang de bi6t dude dieu gi IA tat nhat cho ho va phudng phap nao la tat nhaIt de dat dude digu nay.

221

Qua trinh phat huy thl manh

Vice (Ring ngen riga va cac hanh vi phi Len ngil curl nhan vies CTXH khi giao ti6p yeti khach hang phai dude ties hanh vdi trong tern la nguen g6e cua sv thay dM nam d kha nang va the manh tiem tang cern ho. Dieu nay den khi lam cho khach hang ngac nhien khi ho tim kiem stftre gitip cho met van de cu the lean do va mong chic rang do la trach nhien chinh cua nhan vien DAIL Tuy nhien viec qua chid trong vao met yen L thi co the Lao ra sv trong oho va kelt qua khong nhu y muen. Met khi dieu nay xay ra, ne so luen am dnh tam tri ctia khach hang va khien ho kh6 vuot qua. Vi vay phai chit trong vao con ngudi, khong qua tap trung vac) van de. Nhein vien CTXH cO the chit trong den van del nay qua thai do lam viec vdi khach hang. Manning (1998) gel y nhan vien CTXH nen có cac thai sau trong viec cham sec sec khoe tern

Suy nghi va giao ti6p ydi chinh ban than khach hang, chit khong

phai la yell nhung sy. clf6n doan, str guy WI

Nganh &Ong tac xa hei da t8 lau xem xet Itri viec sU dung cac chlin doaln nhtf la mot each thfic digu tri cho khach hang. Mac dd co nh>ing li do de st'i dung the each chin dohn nay trong viec digu tri elm khach hang, song tit quan diem v6 the manh thi digu nay se khong hdp H. Vielc chit trong den the manh doi hifi phai hieu khhch hang tit quan diem giao tielp lien nhan. Bang each hieu khach hang nhe met eh the thi nhan vice CTXH da tao ra met mei tregng an tohn de phat huy the manh gem L. Hon nda, viec chit trong ten the manh tin gia dinh rang tieing qua viec hieu khdch hang thi nhan vien CTXH se hieu hon ye nhung tra ngai can tra khach hang nhan ra va phat huy the manh cua L. M6i quan he lien nhan co the tao ra nhiing &tong Inking ma Ere gidp ca nhan vice CTXH va khach hang.

Ton trong quygn to guy6t dinh cua khach hang

'Prong qua trinh tim hieu, nhan vien CTXH phai ton trong kign va guy& dinh cem khlich hang. Dung tren quan diem y6 phat huy the manh, kha nang tV guy& dinh ciia khach hang cho they ho deng vai trO chfnh trong qua trinh dieu tri. T ri guy& dinh la hanh thing xay ra khi khach hang tin vac) chfnh ban than ho via eel the to due ra quyet dinh cua chfnh manh.

222

Phai c6 trach nhipm tgi khach hang mot cash tong the, chi.' trong den chat lacing cuOc song va cac yeu t6 mei tragng

Khi nhan vien CTXH lam viec vdi mot khach hang, ho phai xern xet toan bq hoan manh trong doi song caa khach hang. Viet danh gin khach hang chi bang nhung nguyen nhan nei tai (nhting nguyen nhan tit chinh ban than khach hang) la phu nhan nhtiing gi xay ra xung quanh ho va nhung anh twang &u,' mai truong lac dong den the manh cunt ho. Nguoi eO nhan Hide rift ra ve ban than thi ding co the xoay sa dude theo quan diem phat huy nqi luc, tuy nhien ho van can có them sa tn.; giiip tit mai truong thl mdi Oat huy dMic tat hon. Thong qua gia dinh hay ban be, sat thanh tong trong su nghiep, sa thich tai nang, moi ca nhan khach hang den ce nhiing each khac nhau de ca dude sq trd gitip tit mei truong.

Tap trung vac quan diem phat huy the manh hon la tap trung vao mg hinh danh gia va that hanh (deficit model)

Mie hinh danh gia va thiic hanh chit trong vao viec Oat hien ra nhung vain de trong cuee sag cua khach hang. Va chinh slit tap trung tiou cue nay se khien cho khach hang khong de y vao viec plata huy sue manh va thanh tong Gus. ho. Bang chch chti trong vao viec plant huy the manh, nhan vien CTXH Bang trd giiip khach hang htiong vao rime tieu ena ho va phat triers mai quan he trd glut).

Ton trong Mang kha nang va kien that phong phu cua khach hang trong m6i quan he tri lieu. Tranh to ra minh la mot chuyen gia

Bang each tranh td ra minh la mot chuyen gia, nhan vien CTXH se loai bd chide truong hop luan to cho minh la dung. De cho khach hang chit deng tham gia vao qua trinh tri lieu. nhan vien CTXH da tra gitip khach hang trong viec suy nghi va Minh dong tich cue. Viet can thiep nay la met phan trong qua trinh tong tae gitta khach hang va nhan vien CTXH nham mang lai sp that, dia.

Tin tuang vao nPi lac cua khach hang de hieu them va nang cao cu§c song cua ho

Nhan vien CTXH can phai tin rang khach hhng lanai có met mong ttec tlf nhien la phai nang cao doi sang va tq mirth quyeit dinh Kern dieu gi la toit nhat cho Ito.

223

T6n trong kha nang va guy6n cluvc c6ng hign cua h9 cho khach

hang khac, cho ban than nhan vien CTXH, cho van phong to van va cho

ca c6ng d6ng

Thong thtiang 'than vien CTXH cho rang kited' hang khong the ding hien cluoc gi cho nguai khac vi ho dang gap van de trong chinh linh vile cua

minh. Thtie ra chinh cat van de mai hi )(cm la lam giam kha nang gang hien eam ho trong cac linh vtic khhc.

Phai nhan ra nhung dac diem khac brat cua m6i nguti, ton trong

nhCmg pham chgt, gia tri va nhu cau riong biet cua timg nguti

Thtating thi nhung nhan vien CTXH hiYu rat ro ve tinh khac biet cua tang kited]. hang. Tuy nhien ho lai co xu hiking danh dang moi ngudi vdi nhau do có dinh kien voi khach hang. Viet danh deng nay lam giam tinh ca biet a, moi ca nhan khach hang.

Manning (1998) clang ntan manh vao vai ire sau can nhan vien CTXH theo quan diem phat huy the manh:

• Phat trien me hinh quan tam den khach hang, chi trong vao mile tieu via gin tri cam khach hang.

• Nhina manh vao vice tao dyng moi quan he thong qua vai trb , sii tham gia via tong (hang dE thay the hieu trial thieu but vii van hoe, lich sat va dye diem rieng.

• Tao co hei de phat trie'n nhung hoat deng Mau ich nham tro gidp thy dyng eae ki nang, kien thatc va kha nang phan Ping.

• Nang cao kha nang lam thay d6i mei truing hdn la kha nang thich Ping voi mei truing cam ho.

• Khuyen khich khach hang biet chap nhan rui ro. dua ra quyet dinh va hoc hoi tit nhiing diet! do.

• Chu trong vao nguan thong tin, su giao due vz vice phat trien ki nang de co the lam tang tinh hieu qua.

• Lam cho khach hang va cac thanh vien trong gia dinh ciaa ho ea) vai U.() trong vies dui ra guy& Binh v .6 mai quan tri

Danh gia

Can phai thtie hien nhien quy tat va nhiem vu trong that hanh clUa vao the manh. Mot trong nhung nhiem vu &du titan la (faith gia the manh

224

cling -nhu Id nang ma nhan vien CTXH giug khach hang nhan ra va phut huy. De ben hanh qua trinh danh gill nay, cluing ta can phai bigt site manh la gi. Theo Saleeybe (1997), site manh ggm:

1.Nhung digu bigt dude vg ban than, vg nguai khac va vg the gidi cull ho.

2. Nhfing pham chat ca nhan, dad clue.

3. Nhung digu bigt dude ve the gidi xung quanh.

4. TM nang.

5. Nhung eau chuyen rieng to va vg van hoa.

6. Nigm kieu hanh.

7. Co, ng dgng xung quanh

Nhan viers CTXH dat ra the eau hOi nham dua nhang sue manh nay Yao trong nhan thite cUa khach hang. NM-Mg eau hOi nay c6 the tap trung van each ma mot khach hang diking dau vdi met tinh hu6ng trudc do, loai tr.() gnip nao khach hang dung c6, va mue tieu khach hang de ra. Nhan viers CTXH dat ra nlating eau hOi nay khong theo kieu phOng van ma gi6ng nhu la trong khi clang noi chuyen vdi nhan. Trong ma hinh dive hanh ghat huy the" manh, khach hang va nhan vien CTXH nen lam viec then each noi chuyen thong thttang. Nhan viers CTXH clang nen tin rang ngudi ta c6 the tao ra sg thay trong (mix! sang (ea ve mat xa hea cling nhu ve mat chinh tri), nen xem khach hang nhu la ngttai duy What c6 the than hi'eu cups sang va hoan canh cita chinh ho, trd gitip ho tim ra the manh va phut huy

Viec danh gia then phudng phap dkia vao the manh doi hOi nhan vien CTXH khong chi (Thrill gin kha nang hien tai ma con bao gem 6 viec danh gia thg manh trong Wong lai va vice ling dung chting nham dat dude muc tieu. Nhan vien CTXH lam viec to quan diem loai trit nhin thay khang phai la van de hien tai ma Fa nhung gi da thanh ding trong qua khu va ski thau higu nay c6 the gitip khach hang thay cla) tudng lai. Nhung loai eau hOi danh gia chive lief ke trong phan 9 dudi day:

1. Win de co the giai guy& dude bay gia la gi?

2. Lam the' nao ban biet dude khi nap thi van de dude giAi quygt?

3. Ban cam thay nhu the nao khi van d6 dude giai quye -t? 4. Mue tieu sap tdi cua ban la gi ngoai viec giai guy& van a nay? 5. Hay cho tdi bigt v6 nhiing khoang thdi gian van de nay khong ton tat?

225

Kieu cau hei nay se" keo khach hang ra khai yen dg cim ho de tinh nhiing khoang thai gian khi van de de khong ten tai tatac de hoac se killing ten tai. Bang each dat cau hai nhu the", cluing to khong chi thu thap dude thong tin ma con biet dude khoang thdi gian ho da co hoac khong có yen de. Mac cho khach hang giai thich van dg la digu quan trong, danh gia mp hinh due vao the manh chti trong den cau hOi vg nhting khoang thai gian khi yen dg khong ten tai. Cach thite dat eau hOi trong me hinh nay la rat quan trong. Che hanh vi phi neu net' cna ban se cho khach hang they sir tin Wang vao ho va vao nhiing gi ho dang nOi. Met to the' thoai mai cho they su cdi and cua ban va sit sari lOng lang nghe nhiing dieu ho noi - digu nay la rat quan trong. Turing tp nhU v'ay, nhung bieu hien cdi ma, the hien su cham chn tren khuOn mat khuygn khich khach hang suy nen nhigu hdn dgn the' mankya kha nang cua ho de giai quygt tinh hugng. Khi ban dang trd giup khach hang phat huy th6 manh, su chti y cim ban bao g6m ca hanh vi nem net va phi nen tit can phai hoan loan tap trung vao khach hang cling nhu phan fing cua ho dgi vdi can Hai. Dieu nay IA thigt ygu vi ban dang noi lai cho ho they ho cd thg manh va kha nang de dat dude mac Lieu. Truang hop sau minh hoa re digu nay.

Khan vien CTXH thong qua each giao tigp sii dung cac hanh vi ngon net va phi nen net se. phai tim kigm each thitc danh gia de có dude nhang

phan Ung tich (Arc trong qua trinh tro giap. Nhan vien CTXH cling se phai xem xot tinh rieng biet trong mOi con ngtial. Sri can thiep nen dui trong vao tUng ca nhan va nhiing gi nguoi do mang dgn trong qua trinh tri lieu.

Nhan vien CTXH: (Ng& a khoang cach vita phai, nhin thang vao khach hang). Ban they nhu the nao khi ban data bi tram cam?

Khach hang: (Deu CUE xuang ciao vao T6i khong the nhd dude vi lac nao toi cling cam thy nhu minh bi tram cam.

Khan vien CTXH: (V5n a to the hop li va na nu cab). Se nhu the" nao lieu ngay mai ban thac day va ban thong con bi tram cam? Dieu gi se xay ra?

Kith hang: (Ngeng dau va hal mim cLtdi) Toi nghTmoi thit se tat hdn

Nhan vien CTXH: T6i co they &roc ben net mat cUa ban hoar' canh co the' lam cho mat ngay cUa ban tra nen vui ye. Hinh anh nao da xuat hien trong deu ban khi ban d5 nghT ye viac thac day ma khOng they bi tram cam.

Khach hang: (KhOng con chi xuang, mat nhin nhan vien CTXH). T6i da nghT minh rat vui ye va mat trai dang chieu sang.

BANG 6.2. Tro gitip khach hang Oat huy the manh

226

Trail hanh can thi4p

Qua trinh can thiep trong thiic hanh phat huy the manh bat dau trudc khi nhan vien CTXH lan dau gap go khach hang. Hoac la c6 nhfing ngudi khac da cung cap thong tin flan ve khach hang hoac la khach hang da goi dign de" sap xep cuec hen, nhan viers CTXH can phai xem )(et thong tin ma ho nhan duct tree quan diem dtla van the manh. Nhan vien CTXH nen nhap cuec vdi khach hang nhu the nao la met phan trong qua trinh can thiep. Gan nhu khong the nhap cuec vdi khach hang nett khong hinh thanh trong dau hinh anh cua khach hang tit nhiing thong tin c6 dptic. Nhung gi nhan vien CTXH phai lam la nghi ye khach hang theo htiong phat huy the manh ena ho, chit Y den nhung gi c6 ye la the manh cua khach hang va hi vong den k'et qua thanh wing. Tien can can thiep theo each nhu va, y thong qua qua trinh nhap cuec va danh gia, nhan vien CTXH có the bat dau chinh thUc tien hanh can thiep.

Ki nang can thiep

Can thiep chinh thiic bat dau sau giai doan nhap cuec va dAnh gia. Trong giai doan nay, nhan viola CTXH chuyen dan nhfing cau hai clanh gia sang kik cau hOi can thiep, nhan xet va cac quy trinh cu the va phit tun) vdi hoan canh cua khach hang. Giai doan nay gem the ki nang sau:

KT !fang cluang da'u

During dau IA met to thuang mang nghia tieu cue. Khi chUng ta nghi tOi ski dudng dau, ta thudng hay nghi tdi nhitng ngtidi hay tranh cai, hoac khong c6 kha nang tim ski hoa hop. Tuy nhien trong Ova hanh ding tac xa hei, to nay c6 y nghia hoan toan trai ngtioc. Dtidng dau trong thvc hanh tong tac xa hei la lam cho nhan vier' CTXH ya khach hang c6 the \Tint qua the van dg ma khach hang dang bi be

De" gifip khach hang hoc va dung thicic each dudng dau, dieu quan trong IA nhan vien CTXH phai c6 ki nang de va co the dung no ding vdi khach hang. Neu nhan vien CTXH ngai dtidng clan vdi tra ngai, ho se khong gitip ich dude cho khAch hang. During dau khong cb nghia la tranh cdi, no phai dan den sue manh hay met ski ket thtic ma ca hai ben cung than hieu van da. During dau duoc dung trong nhieu tinh hueng khac nhau gifia nhan vien CTXH va khach hang. Cac tinh hueng nay bao gem tim ra ski khac biet, chi cho khach hang cac I/ ill fig nguy hiem, phu nhan cac tinh hueng cu

227

thd, phan 'Lich (rationalize) tinh }aging va khong nh'an ra hau (ILIA ciia hAnh vi, khOng time hiOn cac gia tri va trash nhiem dao due da dg ra.

Trong cac tinh hu6ng gifia khach hang va nhan vien CTXH, mot trong nhung van dd lon c6 thO xay ra, do la ski khac biOt gifia nhitng gi anh to Mi va tin Wang vdi nhiing hanh vi ma anh to thkic hign. Khi nhfing hanh vi va loi noi xung do, t vdi nhau, ban than khach hang có thd kitting nhan ra digu do. Ho c6 thO hanh dOng ma cho rang hanh vi cua ho Man dinnhung digit ho mu6n noi. Hay xem vi du dual day:

Ong Parker tile giOn trong suoi khocing thdi gian cac bac si khcim frenh

cho Amy. Cu the 1(1 Ong Parker rid phcit hien ra Ong bcic si den khcim benh

cho Amy hai ngay mot lan lid ;thong he' noi vdi gia dinh khi Ong to den. Ong

Parker noi rang Mn sau khi Ong bcic si nay tai, Ong dy se cho ngitdi bcic si

nay mot "bed hoc". The nhung khi Ong bac si nay tdi thi Ong Parker khOng

noi duos di& gi vdi Ong bac si lid vein gilt noi the gian trong long. Ngay khi

Hip xac vdi nhan Men CTXH o benh viOn, Ong cling khong b0c to nhie'u vet se

khong noi chuyen udi vd ve nhfing gi sap xay ra. Trong tru'dng hop nay,

ngu'di cho dang co cam gicic tilegiOn ua khong b0c 10 chUng ra udi bcic si die"u tri cho Amy. Nhung sot khcie biet nay la quan trong trong dOi dew vi no

too ra nhfing tinh huong khO khan cho khcich hang, kitten cho nhan Men CTXH kho có the' trd gitip dude khach hang.

Cbc loai tinh hang khac ma trong do during dau IA quan trong bao grim: khach hang khOng thkic hign nhung kg hoach der dg ra, kheng to trd glut) ban than minh va mong chic nhan \Tien CTXH lam Oa ca moi vide, CU xi( theo each ma ho tao ra mot ski can tro cho ban than va ngttdi khac. Coi trong kign ciia ngUai khac hdn nhiing gi ho bi6t va coi do la nhung gi t6t nhdt cho ho. CO ye nhU 1a ki la khi chting to lu'On muSn lam nhung gi t6t nhat cho ban than nhung van luon noi va lam cai gi dO khong dung nhU mu6n efts minh. Khi chting to dua ra nhfing quy6t dinh thi thOng thuong la vi nhung Ii do tinh cam. Thdong la khi chung to phan Ung vdi mOt nhu cau thugs vg tinh cant cluing to khong thh'y 1.6 nhung gi dang xay ra bai vi tinh cam da anh huang den 11 tri/Frong tat ca tinh hugng during dau, nhung 'Attic cu th6 sau can phai dude duic hien.

228

Lu8n phai xem xet m6i quan he this ban vdi khach hang d5 du' ban

chat a thgc hign ki nang "throng d5u"

Neu mei quail he \TM khach hang da dat den mile do tin cay tars nhau thi nhan vien CTXH nen ap dung ki nang (Wong dau theo each ma khach hang thay hau ich. Khi khong c6 su tin Wang Ian nhau, &Ring dau c6 the don den su de phong. Hepworth, Rooney, va Larsen (2002) nhan manh tam quan trong cim viec khong sit dung ki nang diking dau qua sdm. Ho cling cho rang trong cac tinh huOng nguy hiem throng dau nen dUcic ap dung khOng can xet den su phat triers trong rnal quan he gitla nhan vien CTXH

vdi khach hang.

Nhan vien CTXH cung nen xem xet tinh trang tinh th6n tut& khi ap

dung ki nang throng d5u

Neu khach hang clang hue bdi, anh ta/cO to c6 the se khong hieu ban dang ndi gi va tai sao lai rant vay. Vi du, ngu Ong Parker CO ra rat bac gian

khi nOi chuyen vdi nhan vien CTXH thi by se khOng the glop Ong to hieu dude each tiep can vdi bee si. Ong to c6 the tile gian vdi nhan vien CTXH vi

ho khong hieu tinh hudng dm Ong ta.

Sir dyng ki nang throng clgu chi khi th5y ca'n thief

Hay it si :t dung ki nang dlidng dau. Viec sii dung ki nang &icing dau

qua nhigu c6 the khiern cho khach hang khong the phan ang vdi flitting gi ban noi hoac kitting /man quay lai chila tri. Viec sa dung qua nhieu c6 the dan den tinh trang tranh cal va c6 the day khach hang ra xa.

Phil có su cam thong khi ap dyng ki nang duong d5u

Su gut S7 nay c6 anh huong den Id nang dudng dau cua khach hang.

Khi c6 su cam thOng thi khach hang se ap dung ki nang tithing cthu met

each hap li.

Hay maw ho la "tor trong khi ap dyng ki Wang diking d5u

Rung ho la toi se clan den nhung cuec nOi chuyen cdi ma hdn bai vi m6i nguai se phai chiu tranh nhiem ve nhung gi anh to lam. Dieu nay cho

phep ban khOng d6 lei cho hoan canh. Vi du, khi nhan vien CTXH nOi chuyen vdi Ong Parker: thay vi not rang "Ong can noi nhieu hdn", thi nhan vien CTXH nen dien dat ttmo each nhtt sau: "Toi ngac nhien rang Ong lai

229

dinh not them mac du t6i thgy Ong dang rat tut gian". Nhan vien CTXH se tao cd hei cho Ong Parker phan ung vdi nhung gi nhan vien CTXH dang cam day Mn la phan Ung vdi nhung lei binh Man.

N6u sau khi ap dung cach xung 116 trail ma khach hang lai bit gian,

frit nen to ye, but minh thi digu quan trong d6i vdi nhan vien CTXH la phil t6 ra thong cam

Khi to ra thong cam, nghia la nhan vien CTXH ngay lap the da co phan ling lai vdi nhung cam giac caa khach hang. Chinh each cu nay ang thai dua ra mot thong diep rang nhung gi khach hang not la quan trong.

Dung nhung th6ng diep phi ngon ngu nham cho khach hang they ring nhung gi anh ta/c6 ta clang trai qua la quan trong d6i vdi ban

Vi da: Khi to the to ra thoai mai va than thien el& vdi khach hang, the la ban dang not vdi ngudi do la ban thue sti cai mu va khOng sd nghe nhung gi ma anh ta bee IQ.

Chit trong cign dy'ng htc tea ski bao dam (stf cam 1(60: Khi cluing ta chti trong den Ong lye va sg cam ke't thi c6 nghia la chi-mg ta dang thtic ddy ho tao ra ski thay dol. Johnson va Yanca (2001) tim ra ba ygu t6 quan trong trong viec tao ra Ong "Loai ba ski g6 bO, tao hi vong rang có th6 lam dude dieu gi de" giai guy& va'n de hoac hoan thanh nhiem vu cuing vdi cac ap hie ben trong va nhCing n6' he de co the dat dude mac tieu". Ding lac thudng dude mo ta nhu la met qua trinh khien cho ca nhan c6 th8 s tan sang thgc hien met k6 hoach nao do. Trong thgc hanh dkia vao the manh, thing luc caa khach hang co the dude auk day thong qua viec dung cac pluidng phap phi nen ngii hoac co ng6n ngu ea the nham tang Wong m6i giao ti6p giiia khdch hang va nhan vien CTXH. Th6ng qua sit cam thong, y chi, than thanh, n8ng hau, nhAn vien CTXH co the tao ra nhung thay dai tich cue. Va diet' nay Link day khach hang hoan thanh cOng viec va dat &Mc mac tieu. Chti trong vao the manh va ski thanh cong caa khach hang se tao ra thing

va ski bao dam.

Shebib (2003) de ra cac ki nang sau de tao ra ding lac va sp bao dam. 1. Thao luan die hanh ding da lam va cac thanh cOng da dat dude. 2. Lam viec vdi khach hang de loaf frit nhfing 5 nghi sai tech va nhung

cuOc not chuyen co the lam ban than nan chi.

230

3. Hay tan ra nhung Iniac en the de dat chick mac tieu va ghi nhan

thanh tong.

4. Hay ce vu khach hang khi ho tao ra dude bat ki ski thay d6i nao.

5. To hi vong va niem tin cho khach hang. Duy tri trong tam. Duy tri trong tarn la met qua trinh lam cho

khach hang chil trong vao van de va kat qua thanh ding. ThOng thitang trong thkic hanh, khach hang se tim each tranh nhting tinh hueng khO ma ho tin rang khOng danh dude thanh ding. Bang each tro gitip khach hang duy tri trong tam vao k6 hoach ho da dat ra cho ban than, nhan vien CTXH khuy6n khich khach hang Mai guygt van de, ehu trong vao nhimg ket qua va thanh cong ma ho dat dude; digu nay se giilp ho tigp title dua ra nhdng

quy'dt dinh có the can den su thay dth. Nhan wen CTXH duy tri trong tam bang each dua ho tra Lai tinh hueng trong tam va dung co` cac quyet dinh va k6 hoach ma ho da thkic hien. Thtiang thi nhung dien nay thick Hine Men thong qua phOng van met each than thien va cai mo. NO the trO gitip khach hang loai 136 cac chi tit vun vat de tim ra Mide ke ti6p. Bang each kham pha van de met each chi bet, nhan vien CTXH va khach hang se tap trung vao cac nhiem vu quan trong.

Kiam tra mac do bea phan khang. B6i rill la phan fing ma

rat nhieu khlich hang trai qua trong giai doan nhap cuec va can thiep.

Khach hang co the cam thay b6i roi vdi nhiing cong vice ma ho phai lam va them chi con phan khang 1M nhfing no lac tro ghip cua nhan vien CTXH. Thudng thi nhan vien CTXH se del pha vol nhiing truong hop nay Wang each khOng lhm gi ca. ChUng nao ma khach hang khong thkic su chia se, thi ngtiai ta de dang ba qua n6 hic tao ra su thay el& thay vi phai d61 clan voi cac tinh hitting kh6 khan. Tuy nhien dieu nay la khOng thich hop trong thkic hanh cOng the xa het Gang tae xa hei la mang den su thay d6i, va nhan vien CTXH phai kien tri lam cho khach hang &tang dau duos vdi cac tinh huting kho khan. Chiang ta giai guy& tinh hu6ng nay bang each nhan ra su bei rOi va nOi chuyen vol khach hang. Su b6i rel nay nen thicic xem nhv IA binh thuang va tat ca moi ngudi den phai trai qua cam giac bat rOi hone su phan khang de thay d6i.

Preston (1998) khOng tin rang phan khang la ski can tra ma chinh ne la met lieu phap. Corey (2001) de nghi Hen hanh cac bade sau de Ung phO v6i ski phan khang cua khach hang.

231

1. Nen xem xet su phan khang a gee de tich ale. Phan khang chinh la su duong dau vdi nhang thay d6i trong cues song cua khach hang va day la met phan binh Hwang trong qua trinh tri lieu.

2. Khuygn khich khAch hang noi ye ski b6i va phan khAng cfm , he nham loai trii cam giac ye viec digu tri Ira thay dei se )(ay ra.

3. Lam cho khach hang nhan fink dude rang ski b6i va nghi net la binh thuong va ho khang nen nan chi bai chinh nhang phan cua ho.

4. Hay tao ra su thay de;i nhe de khach hang c6 the cam thay ho da thanh tong hon trong ding viec dang lam.

Qua trinh tap duyet (Rehearsal). Tap duyet lai la met qua trinh thU (thong qua &Mg vai) cac bode se lien hanh trong tuong lai. Khach hang va nhan vien CTXH se ed the nhan ra va diking dau truck vdi bat ki tra ngai nao Arai su bol re, phan khang. Trong ki nang nay, nhan vien CTXH citing vai ngai ma khach hang se phai &icing dau va dua ra nhung phan hei sau khi thuc hien viec ding vai. Viec nay se try gitip khach hang thvc hien lee hoach hanh do, ng cua ho.

ray dung c&t truyen la ki nang thitang lien quan nha:t den lieu phap ke chuyen. Tit quan diem thus hanh dua vao the manh, xay Ong cot truyen lam cho khach hang nhin nhan tinh hu6ng theo chign Iniong tich cue hon la nhin nhan van de khang the giai guy& chicle. Bang each nghe eau chuyen cua ho, khach hang et') the Wang Wong ra met can chuyen mdi cu met each nhin dude dan x'ep. Nhting khach hang van nhin cuee song theo nghia Heil cue cO the có cai nhin khac thong qua viec xay dung eat truyen.

Trong viec xay dung cot truyen, khach hang dude try ginp de phat triers met con chuyen mdi nhung cot lei oua ket qua ua chueng. Nhan vien CTXH se dat nhung eau hai nhu sau:

—Nhung gi ban dang hinh dung bay gid ce khac biet gi so van nhcing gi ban da Bing hinh dung?

— Ban se lam gi khdc trong cau chuyen mdi cua minh? —Ai se vui cho ban vdi nhung lc& qua kha quan nay?

Nhung eau Lai nay khien khach hang nghi ve met can chuyen mdi ma ho vigt ve ban than qua su thay dei tich cue da dat dude. Khach hang tao ra

232

met eau chuyen mai bang each suy nghi ye nth:mg cau hOi cita nhan vien CTXH. NMing cau hOi nay khuygn khich khach hang noi ye nhiing thanh cong am ho khi giai quygt van dg trong qua khit va nhiing thanh cong ho có chide hien tai. Qua viec xay thing cot truyen, khach hang dude tiep them sue manh vi ho biet den cuec sting mdi cUa minh va nhfing y nghi cua ski thay

Cac cau chuyen thuang dude tang euang thong qua viec xac nhan cua

ngttai khae ye su thay d6i cua khach hang. Nhan vien CTXH c6 the gal Y khach hang nen hai nguai khac da chiing kien su thay dei nay va danh gia vg chting. Nhu va, y, eau chuyen da dude cling co.

ray dung va ap dung mang IU6i tro gi6p to nhion

:Thanh phan quan trong cua giai doan can thiep trong thtle hanh dhia

vao the manh 1a xay dung va hp dung mang lath trd ginp tti nhien. Ban be, gia Binh cling vdi cac nhOm trd gitip dong vai tra quan trong trong viec Lao citing sti,tu tin elm khach hang va tra gulp ha vai nthang thay d6i ma ho that hien. Mei quan he hen nhan nay cho khach hang e6 ST HIM vg ban than Ira Mho hp sa trd gitip. NhAn vien CTXH trd gitip khach hang xay dung va su dung mang lath trd gin') bang each khuyen khich khach hang nghi den nhung ngliai luon ling he, ga'n gni, va sail sang giem dd ho khuygn khich ho tim den nhung ngttai nay khi can den su trd gidp.

Co vu sat thanh tong. NhUng lai khen ena nhAn vien CTXH khong chi la nham mac dieh lam cho khach hang cam they vui hdn ma lei khen phai dva vao thtic t6. Ki nang nay trd gitip khach hang Net dude ye nhung thanh cong va tra nen to tin vg ban than. Lai khen khign cho nhan vien CTXH lay dUcte cac thong tin tit tinh hueng van de. NhUng phan ling cua

khach hang vai lei khen ea the la nhung du lieu mdi dan tai nhfing hieu biet sal., hdn vg tinhhuayng cua khach hang. De Jong va Berg (2002), tim ra cac loai lei khen khac nhau nhu sau:

1. Khen true tiep bao gam nhting phan ling cua nhan vien CTXH \TM khach hang khi phan Ung true tiep vdi mOt cligu gi do ma khach hang da dat dude.

2. Khen gian tiep thuang a dang cau hoi va cO the the hien st1 nguang me, hoac ddn gian la dat ra nhiing cau hai ma nhan vien CTXH bigt cau tra lei se la tich cut.

233

3. Tu khen ngdi la tinh hueng ma khach hang to nOi ye nh'Ung thanh tong dat dude. Nhung phan Ung cua nhan vien CTXH thttang lam tang them su tki khen ngui d6 vdi met each khen glen tiep.

KOt that

Trong giai doan 1(61 thlic cua phttong phap dua vao the mash, nhan vien CTXH phai bier den cam giac cue khach hang ye viec ket thtic mei quan he ceng tae. Day c6 the la thdi diem khO khan cho ca khach hang va nhan vien CTXH, toy nhien, su chd trong vao the manh cua khach hang, kha nang, su thanh cOng va mang ludi trd ginp se giup ich trong viec lam giant bat nhung kho khan a giai doan ket that, Trong plutong phap dua vao the manh, dieu quan trong dei vdi khach hang la su can thiep. Dieu nay c6 the xay ra vi met phan ton thdi gian da trei qua, hoac vi khach hang cam thay ho dang d met diem ket thtic tel. Cho du nhu the nao thi khfich hang cling phai tham gia vao qua trinh quyei dinh. Thgc hanh dua vao the manh kitting Ong he ski phu thuec, khach hang thong qua qua trinh can thiep da dua ra guy& dinh va c6 cam gide tet vg su doe lap ctia manh.

Poulin (2005) tim ra hai ki nang thkic hanh chinh cho qua trinh ket thilc. Ki nang thit nha't la khai quat, trong do khach hang dude trd gin') de chuy'en nhiing gi ho hoc dude toi nhung tinh hueng khae. Ki nang thfi hai la xdo dinh cac bit& tier) theo, nghia la khach hang dat ke hoach cho nhung gi Bee xay ra tiep theo sau khi giai doan can thiep ket thtic. Trong giai doan khai quat, nhan vien CTXH se xet lai nhung Mt& lien trien vdi khach hang va ban vg nhung viec co the thay trong hoan canh khac. Trong viec xae dinh cac lutdc tiep theo, nhan vien CTXH co the yeu cau khach hang xem cac k6 hoach sau giai doan ket thuc clang nhu trd gnip khach hang xac dinh xem nthing thay dei nao cO the chile duy tri.

!That huy nOi Iuc cho phu nit

De co the hieu dude vai trO cua viec phat huy nisi trong cuec sag cua phu nu, cluing to phai hieu dude van de khong dude nam quy6n ma phu nit tintang phai throng dau. Trong nhieu xa hei tren the glen, vai trO cua phu nu dude xem kern quan trong hdn nam gidi. Cong the Ica hei tit lau da coi phu nii la dei tudng bi ten anteing, Si' tiep can cua ho vdi cac nguOn lye khae bi han the do khong dude nam gift nMing vi tri quyen lkic quan trong. Rappaport (1985) dinh nghia phat huy nei hie nhu lh thitc kiem soat cuee

234

song vg nhan each, y thitc, deng lye. N6 the hien ban than a mite do cam giac, mite dg y tudng vg sit gia tri, mUc de c6 the tao ra sit kha.c biet trong the gi6i xung quanh. Tat ca chilng ta dgu tigm tang sa hitu no.

Dinh nghia nay clua trong den khai niem v6 cam giac ben trong cua van de bi yea the do nhung yeti t6 ben trong va ben ngoai. Theo thuyet Glenma (1998), ba dieu kien anh huffing den van de phu nu bi yen the.

Xa rei ban than

Phu nit thuang the giau nhUng cam giac t6 ti, bell cue c6 the anh Miang den sit to trong %Ta gifi tri ciia ho. Dieu nay dart dgn vice ho tv tech minh ra khai chinh ban than con ngudi thtic va thuong bi nhung stt ap bite nhgt dinh, vi du nhu bi rap khuen, bi kiem che vg van boa, bi lam dung tinh due che ngtt cuoc sling cita ho.

Bi tr6i bugc ca hai ang

Bi troi buec ca hai dang la vi tri nguai phu nit thuang hi mac ket Jai khi ho buec phai guy& dinh gala nhu cau cua chinh by va dinh kien xa her ye ho. Glenmaye (1998), dtta ra vi du v6 mot phi nit chon each a nha N:1i con ma khOng di lam. Met vai ngitai se cho rang ce ta loot bi'eng hoc khong biet each kiem sang, nhung n6u co ta chon each di lam, mOt se ngUoi se cho rang cO ta khang cham sec con tai. VA cho du c6 guy& dinh nhu the nao, nguai phu nil Van cam they co 161, khOng chu dao va a mite dg sau Min la to coi minh 1a mot phu nit that bai. Day la tinh hue-11g bi tr6i bugs hai dang. Nhung dinh kien ciaa xa hei da dat phu nu vao tinh hu6ng bat kha khang.

Sy' phan biet gidi tinh trong cac th6 ch6 chinh sach

Trong xa h6i My van con ton tai sv phan biet gidi tinh trong cac the ehe chinh sack. Viec nam gidi chiem uu the trong cac he thong kinh te, xa hei va cac he thong kher da ngan can phu MI gift cac vi tri quan trong. Glenmaye cho rang au phan cling quygn 1pc bgt binh ding cling th' hien ro trong luat phap, trong linh 'aye kinh t'e, dia vi ca nhan va nhieu linh vac khac khien cho phu nit la nan nhan cua ban Itic do nam gidi.

Nhung y6u t6 tren da day nguai phu nit ra xa khai nking vi tri quygn the va tech ho ra khai con ngudi that.

Va that va, y eau hai dat ra la nhan vien CTXH lam nhu the nao de phat huy nei hie cho phu nit. Mac du c6 nhigu bai bao, sach va da de cap

235

dgn van de nay, có met s6 ygu to dude coi IA quan trong trong viec phat huy nei hie eho phu MI a giai doan can thi'ep. Phuong phap phat huy nei hie cho phu n>t da matt cua Gutierrez la quan trong trong chign ludo nay. Phuong phap cua ba eho rang nhom Ong tee nen dupe tiu Hen. BA nhan thdy cac nh6m nhO la mOi Huang hoan hao trong phat trim nhan thfic, trp gitip fan nhau, phat trim ki nang va giai quygt yen a va met each li 'Luang cho khach hang thq hien kha Ming anh huang den ngoai khac cua minh. BA con nha'n manh ve tam quan Hong cua mgi quan he trci giup ceng tar. Thong qua m6i quan hg nay, ski Wong tee nen dim Hen sii trung thkic, ton trong In nhau, ski giao tiep e6i ma va than tinh. Ban than khach hang cling có the ttfi phat huy nOi Ipc cho minh thong qua mei quan he vdi viec nhan viers CTXH da trd gitip khach hang cilia nhfing thenh cOng cua ho ra ben ngoai.

Nhfing ki nang trong phuong phap dm Gutierrez nhu sau:

Ch6p nhan each dinh nghia ye van a dm khach hang

Khi ban chSp nhan each dinh nghia vd van de cua khach hang nghia lA ban dang chSp nhan ski kigm soat tinh hu6ng cua ho. Nhu vey khach hang dupe tre gidp tki ghat huy nei hie va to can thiep. Chfnh digu do da tao cho khach hang co cd hei lam chn cues seng cua ho trong tinh hueng khO khan hay cang thang.

Tim ki6m va phat huy the manh sSn c6

Khi tim ra va phat huy the manh san có cua khach hang, nhan vien CTXH da lam tang kha nang va thg manh san ea cua ho. DSi vOi phu nu, nhan thSy kha nang va thanh Gong cua ho trong xa hei se HO gitip ho nhigu hdn khi ra ngoai.

Tham gia phan tich ve quyen ban trong tinh Wing cua khach hang

Su phan tich nay bao g6m viec doe ki tinh huSng cua khach hang. NO bat dau bang each phan tich viec bi yeu the se anh hang nhu the nag den tinh hugng cua khach hang. Vige phan tich nay kheng chi xem xet ene dieu kien, tinh hugng cA nhan ma con ea cac dieu kien khac ben ngoai xa hei da tune 1)6 quygn We a phu nu. Bugg tigp theo la tim ra nhilng the manh tigm tang trong tinh huCing cua khach hang. Nhang thg manh tim tang nay c6 thq tim tha'y t8 chinh trong tinh hugng cua khach hang va ben ngoai xa hei. Ski an bue va quydn lue IA nhcing ygu t6 quan trong xoay quanh cuec sang

236

cua phu nu, b6 qua nhung digu nay la khong trd ginp ho trong qua trinh phat huy nqi hie,

Dao tao ki Wang co bin Khi nhan vien CTXH dao tao cho khach hang cac kl nang co ban,

nghia la ho da trang bi cho khach hang nhfing phitong phap t6t nho do khach hang c6 the Wet qua van de ygu thg cua ho va c6 the kiem soat dude tinh huoing hien tat Phu n3 Co the on dung cac ki nang nhu giai quygt van dg, lam cha me, ki nang to chile nham phat huy nei lift cho chfnh mink.

Huy dgng cac ngu6n lift va Ong vien khach hang

Khi chfing to huy dOng the ngu6n lkic va deing vien khach hang, nghia fa chung to dang dao tao cho ho c6 kf Mang do neu cluing to thkic hien tren tinh than tre gitip ho phai huy nqi lac.

Phat huy ngi Igc cho khach hang la nguen cao tued Can thiep cho khach hang la ngq6i cao tu&i trong xa hei t3 Ian chi

xoay quanh the vain dg vg y te. Khoang giiia nhiing nam 80, nhOm nwitoi c6 tuee to 65 tra len la 12%. Den nam 2030, con so" nay se tang len la 22%. Nhu cau cem nhOm ngudi nay la m6i quan tam lem nhat vi ho song lau hqn va yen can co ski cham sec hang ngay ding cac dich vu y tg. Smith va Eggleston cho rang nhung ngudi gia van mu6n la nguai c6 ich va dude thing hien cho xa hqi, khong bi co lap va mugn co el.* song binh thuang. N6u xem xet cac vain do va nhu cau cem khfich hang cao tu6i thi khong e6 gi ngac nhien khi thAy rang ho Juan cam thaly khOng co quygn lac gi. Nhung khach hang cao tuSi thuaing c6 xu huung bi ha gia tri trong xa hqi, phAn IOn la do ho khOng c6 viec lam a mot xa hei coi trong ding viec. Mac du co the ca nhung thai d6 khac nhau tuY theo tang lien van hoe, nh3ng khach hang cao tu6i trong xa hei cim chting to thtiong khong dude kinh trong. Ho c6 khi eOn bi xem la nhfing ngdai bi "be di". Chfnh xa hei da tao ft c0 hei cho ho c6 the t3 phat huy nei

Can thiep trong viec phat huy nea lye cho khach hang cao tugi can phai clt3t sv tv guy& la trung tam. Su to quygt lam cho khach hang cao tugi c6 the to kiem scat lai emic song ciita ho. Mac del c6 nhung tinh hugng ski di quygt khong mang lai kit qua, digu quan trong la nhan vien CTXH phai bigt dude nhung tinh hugng ma ngitai gia cO the thia ra nhfing quy& dinh vi

237

c6 nhung quyet dinh thuOc vg chuyen gia y tg. Tuy nhien theo quan diem vg phat huy not luc, viec dua ra guy& dinh nen cO su cOng tac ena ea hai ben bgt ki khi nao c6 the. Nhan vien CTXH ding can phai nhan ra nth-mg tinh hu6ng ma khAch hang cao wen c6 the dua ra dude guy& dinh hoot tao ra nhUng tinh huOng ma khach hang cao tu6i c6 the tham gia trong viec guy& dinh. Fast va Chaplin gdi y cat phlidng phap sau có the ap dung:

Ca nhan hoa viec danh gia va len k6hoach

Trong ca nhan hod viec danh gia va len kg hoach, khach hang cao tuot duct xem nhtt met ca nhan rieng biet vdi nhung pligm chgt va the' manh rieng. Mai quan he gitia khach hang cao tuen va nhan vien CTXH nen dua tren ski tin along Ian nhau. Khi nhan vien CTXH danh gia va len kg hoach vdi met ca nhan, nghia Ia ho dang tim kigm va thila nhan nthling phAm chgt ca nhan do, tim each tao cho khach hang c6 su dude su Mem soot del vat et* song cua no.

Tim d6n ngu6n try gitip khac trong Ong long

Tim kiem ngu6n trd giup khac la mei quan tam dei vdi khach hang cao tuei. Nhan vien CTXH can phai lam viec vii khach hang de tim ra nhUng nguen 14c nay va gitip ho thy thoai mai vdi viec dung nhung nguen try gitip tren.

Hdn nita, su tr0 gilip ca nhan cua nhan vien CTXH trong viec tim kigm nhUng nguan try gitip khhe se tau ra met su thay d6i ion cho khach hang cao Wei. Mac du khach hang la nguai quygt dinh c6 tip nhan su tro giiip cua ban hay khong, ban cling luon phai de nghi gitip do.

Dat kl hoach cho khUng hoing cap Khi lam viec vii khach hang, didn quan trong la phai trci gitip ho len

kg hoach cho nhung khUng hoang cap. Dieu nay cho phep khach hang c6 the quygt dinh trudc khi tinh hugng khAn cap xay ra.

Cyng tac lien tyc va digu chinh su quan tam

Nhan vien CTXH lam viec vdi khach hang cao tuei can phai cO kg hoach lien tut de lien lac va tong tac vdi ho. nit nay khong deng nghia vdi viec that 66 m6i quan he vdi khach hang ma la gitip khach hang tim kigm su trd giup khde la khong dU. Dieu quan trong la phai phat huy dole the manh cua khach hang thOng qua viec tip rac tinting xuyen.

238

Phat huy th6 manh cho khach hang la nguti clang tinh

Trong nhigu xa hei, nhilng ngttai d6ng tinh rei rang la khong co quygn han. Delois (1997) lieu goi moi nguei ehu Y rang nhung nguei dgng tinh da rat tich cute tham gia trong viec dai quygn binh ding. Be goi y rang khi met nguei tong khai vg tinh trang gioi tinh cua minh thi re rang nguei nay da tham gia vao qua trinh dOi quygn binh ding. Tuy nhien khong phai ai cling ding khai flint vay vi ho lo so bi mat gia dinh, mat (tong vies, mat quyen cham soc con cai, sa vao tinh trang trim cam va nghien ruqu, bi si nhuc.

Chinh nhilng van dg nhu the da da'y nhilng ngubi &kg tinh vao tinh trang bi de nen va khang có quyen binh ding.

Khi tre glop khach hang la nhiing nguM dCing tinh, nhan vien CTXH can phai gifip da ho chap nhan Dive te' ho la ai, deing thUi xec dinh nhilng hoan canh, tinh hugng ma khach hang cam thy bi yen the nhgt va tim each Mtip ho y tithe vg ban than va to ten trong nhu met con nguot. Barret va Logan (2002) goi nhan vien CTXH can phai tht.tc hien nhiing viec nhu sau:

1. Kham phi va thu thach voi nhting dinh kik vg clOng

2. Tao cho khach hang la d6ng tinh nu c6 co hei tik xuc vdi cac tong deng nu gi6i.

3. Hik va dinh gia cao sti Mao khan cila viec chap nhan xu htteng tinh (Inc d6ng gidi.

Delois (1997) dua ra nhilng goi sau khi tro giap khach hang deng tinh:

Tao ra mat lien minh tin cay Ian nhau trong mat moi tracing an toan

giCra nhan vien CTXH yea khach hang d6ng tinh

Mot quan he gia nhan vien CTXH vdi khach hang phai dua tren ngn tang cim stt tin cay va try gidp. Nhan vien CTXH can tao cho khach hang co met mei trueng khang chi chap nhan ho ma con ling he tinh trang gioi tinh cUa ho, phai can thief) dung phticing phap phat huy thg manh cfmg nhu la cac platOng phap khac de có th6 dung tree lap truang dei quy6n loi cho khach hang vg luat phap va chinh tri.

Trd ghip khach hang nhan that dirdc cac yeu t6 xa hiii trong cu*c

sang va giap ha throng dau vdi chong

Khach hang del khi kheng nhan thfic duct cac yeu t6 xa hei có anh httong nhu the" ilk den cues song ben trong cua ho. Tro giup khach hang

239

tim ra nhiing anh huang nay va dtking dau vdi chting la mot qua trinh quan trong trong thuc hanhphat huy the manh.

Lam vi9c vdi khach hang dd tr9 gitip h9 c6 daqc ski Ung h6 va c6 ki nang huy d6ng de dhu tranh doi guy6n hqp phap ve chinh tri

Nhan vien CTXH phai lam viec trong cac he thgng phap luat va chinh tri nham keu goi s i d6i xi cling bang cho ngUdt &Mg tinh. Ho cling can try gitip khach hang hidu dttOc vai tro cim luat phap trong cu .6c sang va giup

khach hang huy citing cac nguOn va tham gia tich eye trong vie, c tao ra sp thay d6i a )(A hOi.

Dam bac) rang ban than nhan vien CTXH phai hi6u dodo qua trinh bi de nen cga nhting ngudi d6ng tinh

Nhan vien CTXH co trach nhiem quan trong trong vieh thu that) hidu bigt xung quanh vain khach hang clang tinh. NhAn vien

CTXH tang their hi .eu &toe vain de ho tang co cd hqt tro gitlp khach hang dude cot hon.

Tim kiim six thay d‘i trong cac to chat nhhm tra gin') khach hang

Ira c6 th6 cung cap cac dich vu tro giup

Cac trung tam cung cap dich vu xa h6i clang phai tao ra met m6i trUang thuan Iqi khong chi cho khach hanrg ma cho ca nhan vien CTXH. Ho có troth nhikm ung 110 quyen cho khach hang va nhan vien CTXH trong va ngoai to chit°.

TOM di

Chuang nay tim ra dinh nghia ve Oat huy nei lue , Hale hanh dua vain thg manh va tam quan trong dm no dgi viii thuc hanh cong Lac xa hqi. Co nhieu quan didm khi ban d6n phat huy not lye trong thpc hanh cong tac xa

Tuy nhien mot s6 diem chung duct nhan they ntni sau: 1. Tam quan trong cua the trung tam hoac cac chming trinh duy tri

quan didm thuc hanh phat huy n6i lye trong khi lam vieh vdi khach hang. 2. Duy tri sy tham gia cua khach hang trong n6 Ong tac. 3. Xay Ong the manh.

240

4. Chu trong van dac diem rieng biet caa khach hang.

5. Dua vao the manh cua khach hang va cong dang cim hp.

6. Hieu biet cua nhan vien CTXH ve cac van de SA nhan lien quan den

vin yen the va phut huy not

Mae du thtth hanh cong tac xa hei dii0c Lien hanh bang nhieu mo hinh khac nhau, cac quy tac chinh sau can phai dU0c duy tri:

1. Mai met ca nhan, nhom, cong clang va gia dinh deu có the manh.

2. Mai ngUdi deu c6 kha nang phAt trien the manh.

3. M6i quan he cong viec va sty cong tac cua nhan vien CTXH vdi khach hang la yeti to quan trong trong s>t thanh cong.

4. NhAn vien CTXH can phai biet den nhung the manh to nguan lye

khac cua khach hang. TWic hanh cong tac xa hei hao gam can Mt& nhap cuec, danh gia, can

thiep va ket thuc. Trong giai doan can thiep, cac Id nang cu the có the ghip ban tao dung the manh va kha nang cho khach hang. Nhung Id nang nay gam: ki nang &Sing dau, thdc diy, earn ket, dna trong vao trong tam, xem xet ssi mau thuan trong td tUong, then tap Lai, thy dung cat truy'en, tao dung va Ming cac nguan tro gitip khac, khen ngoi sit thanh ding.

Khi lam viee Nth khach hang bi ap Mk, nhan vien CTXH can hien tam quan trong dm can yeu t6 khac nhd tao dung mei quan he tin cay viing chat, chap nhan hien thtfc Ye ban than khach hang, chit trong vao the manh cua khach hang va cong clang cna ho, lam viec hOp tac, danh gia khach hang va van de cua ho tren quan diem tang the gam ban than khach hang, gia dinh, ceng clang va xa hei, duo tao cho khach hang the ki nang co ban de lam viec trong mOi trdang cua ho, tre giup khach hang huy Ong cac nguan We trci gisip ho.

241

Ch wing 7

TANG CONG VIEC THIIC HIEN CHOC NANG CUA GIA DiNH

Steven, 13 tudi, dztac me duo den trung tam to vein gia dinh. Trude day la mat sink vien gidi, gi t day Steven dang bi didm tritat vet tit chat di hoc. Me cga Steven, chi Levett, da li than vdi cha em sau thcing, dang ve cling tuyet vong. Nhitng Me khan cua Steven bat dein each day khoeing mat newt. Theo lai me em me td thi do la mat "viec bat nget", khi Steven mang ve nha todn didm kern vet bi duel hoc vi ddnh nhau. Mety thcing sau do moi th0 con to hem vat Steven bi duai hoc them hai lan niia. Chi Levett nal rang hanh vi cua Steven mat phdn nguyen nhan dein den su li than gilla chi vet thong chi.

Thue hanh trong gia dinh luon la met phgn cua CTXH. Bat datt vdi cac Co chic cung cap nha a tinh thttong vat to chdc tit thien, cac nhan vien CTXH a My- trong ea hai linh vkic nay da lam vice vdi co. nhan thong qua gia dinh cua ho. Cite nha tinh attiring bat &au lap ra t8 nit' a cal nhiing narn 1800 vat ket hop gia dinh thanh mOt nen tang a tao ra the thay trong cling d8ng vat xa hei. Nha a tinh thttong gitip cac gia dinh (tIntang la the gia dinh clan nhap cu) xich lai gAn nhau trong met khu vue de enng dau tranh cho nhung thay dpi trong dieu khen xa hOih. Ngoai ra day con la cac trung tam ndi the ea nhan vat gia dinh cal the chia se nen tang van hoa vdi nhau vat hoc nhling ki nang men de cung hoa nhap vat xa hOi my. Cac nhan vien CTXH a cac nha a tinh finking giAi guy& nhung kho khan do cac dieu kien xa hei tao ra trong quy me gia dinh ma mot ea nhan khong the kiem soat &loc. Mat khae, cac t6 chic xa hO'i do nhung ngubi lam vice thien thanh lap de cung cSp tai trd vat dich vu cho nhang gia dinh con gap nhigu kh6 khan. Reverend Gurteen, mat Etna Wang cua Episcopaly da thanh lap hiep hei tit thien dau tier' nam 1877 a Mg. Tien quyen &toe tit the ea nhan vat t6 chitc tit thien dude trao cho the gia dinh ding vdi su to van a the ea nhan Nt gia dinh to lo lay cuOc song cua minh. Viet to van nay dtla tren nigm tin rang cac ca nhan can phai e6 tranh nhiem vg hoen cant' cua chinh minh',

Popple. P., & Leighninge L. (2002). Social work, social welfare, and American society. Boston: Ally and Bacon.

242

Cong tat vdi cac gia dinh la float dog cua Hiep hot Dich vu Gia dinh (Family Service Association — FSA). Hiep hei nay hat dau hoat dang nath 1911 va tap trung vao viec giai guy& cac truth-1g hap vg gia dinh va tre em. Mary Richmond, met nguoi tien phong vg xu li trtiong hdp va la thAnh vien maa phong trao to chite to thien, da dau tranh da mang lai sg can thiep CTXH cho cac gia dinh trong thai ki khdi dau. Khi xa hoi bat dau httOng dgn cuec song tot dep hdn cho cac ca nhan, nhung to chic phtic ldi do chinh phu ling ho bat dau no re khap nude My. Chc nhan vien CTXH la nhung nguai có chuyen man chinh lien quan den phtic ldi danh cho tre em, va tang viec cua ho lien quan true tip tdi pink ldi cua tre em va gia dinh. Cac chuung trinh dau lien nay trong &Ong tat xa hei gia dinh da trai ra nhigu linh vuc khac, du do la cong tat vdi cac tre em dang digu tri nam vien, vdi cac cu gia trong trai &tang Tao, hay vat cac cd quan bao ye tre em. Nhan vien CTXH phai danh nhigu thei gian de tap trung Arno van de gia dinh.

Muc dich c6a chudng nay la cung cap met cal nhin t6ng quan vg thgc hanh CTXH trong gia dinh va nhung khai niem tat Ong den pinicing phap thge hien tang tac gia dinh.

Tri lieu gia dinh

Trong nhung thap nien 1940 va 1950, tri lieu gia dinh tra thanh met loci can thiep tri lion chinh. Nhung nha 11 thuygt hoc not danh tren khap nude My (tit cac linh vuc khac nhau bao g6m tam than hoc, tam li hoc va nhan vien CTXH) bat dau 'lei den gia dinh nhu mot phttOng tien giai quygt cac van dg tam li cho cd nhan. Khi Bowen va Minuchin, d be bin Bang, dang phat trie'n phudng phap tigp can rieng cua ho de tri lieu cho gia dinh, thi met s6ngtini khac (Bateson, Haley, Satir) ding dang lam ding ding viec do a ha bien Tay. Trong lieu phap gia dinh, li thuyet gia dinh chigm met vai Ire quan trong. Li thuygt nay cho rang vi ca nhan hoat ding truck hgt trong met he thgng gia dinh, ban than mgi gia dinh co the la met khach hang cho qua trinh can thiep CTXH. Li thuygt nay mac nhien chkp nhan cite van eig ea nhan khong hinh thanh ti than khong ma midt phat tit mei quan ho vat cac van de khac vein la met phen dm met he thgng Ion hal (gia dinh) va chRc nang cua no.

Cac khai niem khai guat ve can he thdng Tu viec xem gia dinh la met phan cua he thgng len, met so khai niem

khac bat dau xuat hien trong tri lieu gia dinh dga trail li thuygt khai quat

243

ye cac he tilting. Met s6 khai them khai quat ye cac he thiing thUang thay xuat hien trong nhieu mo hinh khac nhau ve tri lieu gia dinh bao gem to dieu chinh (Homeostasis), chum phan EMIL the ranh gidi, thehe thgng dong hoar ma, the he tilting nhO, cac vai trO ya cac guy tac (cling khai va &Ong khai).

Its di6u chinh (Homeostasis)

La "xu huang caa the he thong e6 gang duy tri trong met trang thai quail binh va can bang". Trong met he thong gia dinh et) su can bang giCla cd cau NIA cac chile nang. Chang han, met mO hinh gia dinh co the lam nguai chOng say rtiOu, ngUai vo can nhan va d3a tre ham hkic v6 su mau thuAn nay. Viet xao tren me hinh nay se lam mat can bang he thting gia dinh va khien gia dinh tim kigm cac each mai a duy tri mei quart he va hanh vi can bang. Chang han met ngttai elating hay nguoi cha ngiing say rUou nhung ngttai ve van mugn duy tri met each vo thilc ed eau quygn It.ic trong gia dinh. De dam bao, chi tim nhang HUI khae a can nhan thong va dGa tre

tip tue ham htle d@ phan itng lai su mau thuan van tiep dien gitla cha me. Ski can bang trong hanh vi va cac me hinh gia dinh ce the IA lanh manh hoac thieu lanh manh nhu da neu trong vi du tren la dien hinh.

Chu& phin h6i

Chu& phan 116i la nhcing the dog qua lai gala cac thanh vien trong gia dinh. Chang han, moi gia dinh có met me hinh giao tiep nhat dinh khi khiing hoang then ra. Vi du, ba me khai dau met chuai cac thong diep earth bao thanh vien trong gia dinh rang con trai va con dau dang cO van de tai chinh 16n. Nguai me co the bat dau bang each len tieng v6i con gai minh. Ngudi con gai den luot co, tra nen that vong (chu6i phan hoi) va dgn gap b6 de" giAi toA (chuOi phan hoi). Ngtibi cha sau de c6 the goi cho nguai me Ong (tue la ha nei cim eau con trai), sau do ngUdi ba lai goi cho va cua chau nei va ma'ng mO (chuei phan 11.6i) chi to ve vise lam gia dinh lo Fang. Loai mO hinh nay có the xAy ra moi khi eó khiing hoang. Chu& phan hoi la nhang chuei giao tigp vdi moi mat xich not vao. Nhang nha tri lieu gia dinh thus hanh phai danh moi no lttc d6 hieu the me hinh ye. phan Ung giao tie"p cu

the eith met gia dinh.

Hull, G.. & Nather, J. (2005). Understanding generalist practice with families. Pacific Grove. CA: Brooks/Cole.

244

Cac ranh gidi

Cac ranh gioi la nhung &tang Chia cat vO hinh ma cac ca nhan va gia dinh sit dung cho ho trong giao tien va khoang each ca nhAn. Met so gia dinh co nhiing ranh gidi dinh hinh rd rang va khong de cho bat ki ai khan bode vao gia dinh. Cac hoat deng dude chin ra trong gia dinh va có it thong tin dude nhan hay gdi di vdi he thgng ben ngoai gia dinh. Trong met gia dinh hay vdi the ca nhan co flitting ranh gi6i long leo, flitting nguai khac co thd biel nhiing chi tigt rieng to hay dude phep bode vao khong each gia dinh hay ed nhan ma kh8ng co gi6i han nao ca. Nhung ranh gidi v8 hinh nay dticic coi nhu ngoai gat tong cho nhfing thong tin di vao hay ra khOi he thong'.

Cac ho: th6ng dong hoac m6

Cac he th6ng gia dinh c6 the thing hoac in6. Khi met he 'clang gia dinh dung, nhung ngttai ngoai khOng dude phep boot vao va nth-Mg nguai ben trong khong tham gia vao the hoat (king ben ngoai. Chang han, met gia dinh khOng cho phep tre em tham gia vao the hoat do, ng ngoai khoa hay cho phep nhung tre khac ghe vao chili nha. Khi he thgng ma thi ngtidc lai se co stt trao d6i haat doi ng. Tre em va nguaii 16n co nhiing ea hei tham gia giao tip vdi nhting nguoi khac. Moi ngoai se di va vg nha thuang xuyen. Wit he thOng co then Fa qua ma hoAc qua (long, vi du nhu khi met

tre khong bao gia a nhg hoac khong bao gia dude phep di ra khOi nha dd lam vies gi doe lap. Cac gia dinh lanh manh thuang ap dung met he thgng can bang gitia thing va ma.

He th6ng nh6

He thong nha trong met gia dinh then ra khi met s6 thanh vien trong nh6m dOi khi phan del hoac tranh dua vdi the thanh vien khac. Met he th6ng nh6 c6 the bao g6m mot ngttai trong gia dinh boat dung met minh. Nhting he th6ng nha thudng hinh thanh theo the' he, gi6i, va c6 clang sa thich. B6 me trong met gia dinh thuong hinh thAnh nhfing hee, thOng nhO ma khong bao g6m nhting nguoi khac tham gia vao the thong tin hay hoat deng nhat dinh. Turing tu, tre em trong me, t gia dinh có thd hinh thanh nhilng he' e,

va lien kgt nha giatu 66 me m6t s6 thong tin nhat dinh. Cac thanh

Becvar, D.. & Becvar, R. (2003). Family therapy (5th edi). Boston: Allyn and Bacon.

245

vien ca nhAn trong gia dinh co the la met phan dm met vai he thong nh6 nha dinh. He thgng nhO la met phan thong thuang cua dai song gia dinh, va chi khi cac lien minh hi pha thi mai can phai suy nghi lai ye thong. Chang han, met he thgng nh6 khong lAnh manh nay sinh khi met nal/6i cha hoac me va met dita con vao phe vai nhau khong cho ngtiai cha/me kia vao. Nguai cha/me do da hinh thAnh met he tligng nha (long vai ngttai cha/me kia.

Cac vai tro

Cac vai tre la nhung me hinh hanh vi dude thktc hien bai met thanh vien gia dinh theo met nh6m cac mong main da duck dinh san. Met thanh vien gia dinh co the clang nhieu vai tre (nhung khOng giai han), vi du cha/me, con, ngtiai kigm sang cho gia dinh, ngttai lai xe. Nhung vai trO ma met thAnh vien co dude co the ngan can hoac tre glut) cho ca nhan do trong gia dinh theo mite do, vai Era hanh vi. Chang han, vai tre nguai cha (Woe gan cho la nguai kigm song, tuy nhien, neu nguai cha ma vies va tra nen phu thuec vao vi, anh co the cam tha'y minh ye gia tri vi anh da khong thkic hien dude vai tro nhtt duct mong

Cac quy tic

Cac quy tat hoat dung cUa he thgng duct lam nen tit cac me hinh tinh each trong he thOng l . Cac quy tAc phan anh gia tri ena he thgng cling nInt giai thich cho nhung hanh vi dude mong ddi a mai ngitai trong gia dinh. Trong met he gia dinh, c6 ea nhiing quy tAc cong khai vA quy tat khOng acing khai. Quy tat ding khai la nhung quy tdc rd rang, dude ding nhan va thao luan tong khai. Chang han, met gia dinh co nhung quy tat cong khai vg gia gidi nghiem, yeu eau xin phep neal can ra ngoai, phai thao Wan khi mua bat ki man d6 nao tren 3.000.000 clang, thai gian c6 dinh cho cac bUa an. Cac nguyen tat khong cong khai khong duct not ra nhung mei thanh vien gia dinh deu bigt. Chang han, khi ngitai Ian hi vong met dita tre dude tat ca cac diem 8 tra len hay phai dgn an t6i tai nha Ong ba mei Chia nhat, nhung khong not true tigp ra thi do la cac quy tat khong cong khai. Cac quy tat gia dinh khOng cong khai co the kho nhan ra ngu nmiai a ngoai nhin vao gia dinh.

Becver va Becvar, 2003. trg. 69

246

Cac mii hinh doe nhet

Cac mo hinh doe nhat bat dau phat trien trong tri lieu gia dinh khi cac nha If thuyet hat dau kiem tra nhung y Wang rieng cna ho va thuc hanh hieu biet ve inning khai niem khai (mat ve he thong. Met s6 nhiing mo hinh thtiOng thay hdn bao gem tri lieu gia dinh theo cd eau, tri lieu theo kinh nghiem, tri lieu theo chitin hipc, tri lieu theo nhan thiic-hanh vi, tri lieu theo gia dinh theo phan tam hoc va cac tri lieu hau hien dai. Phan tiep theo dem lai met tong quan vg cac mo hinh khac nhau va phiaing pita() cac mo hinh nay tee &Ong den thkic hanh tri lieu gia dinh.

Tri lieu gia dinh Bowenia

Tri lieu gia dinh Bowenia do Murray Bowen phat trien trong thap nien 1950. La met nha tam than hoc a Vien Nghien eau Sac khoe tam than Queic gia My, Bowen da clan dau met du an danh gia tri lieu gia dinh dat met benh vien vOi cac thanh vien gia dinh bi tam than phan each. V6i Bowen, tam quan trong cua gia dinh khong diem chit khi met ngitai ]on Ion va roi gia dinh; cac mei quan he gia dinh tier) tuc c6 y nghia Mating ke hoan canh gia dinh nhti the nao. Ve If thuyet, Bowen tin rang "gia dinh la met mang hJdi cac m6i quan he da the he, hinh thanh ski anh htieing fan nhau vg ca nhan va cling su dung eau khai niem long vao nhau (Bowen, 1966): ski khac biet hoa vg ban than, tam gia.c, qua trinh tinh cam gia dinh hat nhan, qua trinh phemg chieu gia dinh, qua trinh truygn da the he, va vi trf anh chi em flier (Nichols va Schwartz, 2004, trg. 121).

Diem meu eh& cua if thuyet caa. Bowen la ski khac biet hoa ban than. Khai niem nay not den kha nang cfla ca nhan giai thoht khOi nhang van de cei nguem gia dinh, cO the tti guy& va thkic hien chic tot nang trong cac mei quan he gia dinh hien tai. Thong qua cac mgi quan he via su thkic hien chic nang ca nhan hien tai, gia dinh c6 the vudt qua cac van de ve the N• va ding phan d'Au vi quygn to quygt cila m6i ca nhan. 50 d6 the he (the Men trong phan eau caa chtidng) la mot ding cu thitang dude si't dung trong vice tim hieu lien quan den li thuyet nay va nhang If thuyet khac.

Tri lieu gia dinh theo cgu true

Thong tri lieu gia dinh, Lieu diem la he thong gia dinh (he theng nhO, cac ranh gi6i, cac tang lop va cac vai tro) va pinicing phap ceu true tae deng teti d6ng lift gia dinh. Salvador Minuchin thtiong lien he tai ii thuyet nay.

247

Ben canh viec sita dgi cac khai niem, Minuchin cling kgt hop nhung khia canh tit if thuygt he thOng sinh thai, tri lieu mang ludi va met vai phudng phap khde (Franklin va Jordan, 1999). Minuchin (1974) tin rang ea eau gia dinh IA "mot nhom vo hinh cac nhu thu chile nang to chic each tac deng qua lai cua cac thanh vien gia dinh" (trg. 51).

Theo Minuchin, met thu true gia dinh e6 the dude dinh nghia bang cac he thgng nhO, each the lap cac ranh gidi hay cac vai tr.& Bang each the clang vao nhung eau true nay trong the bugi hop tri lieu gia dinh do kheng cho phep nhilng me hinh giao tigp lap lai throe day then ra nua, Minuchin tin rang su thay dgi e6 the (lien ra trong met gia dinh cling vdi so Midng dgn nhUng giao ti6p lanh manh. Chang han, ngu trong met gia dinh ngudi cha/me va dila eon vac phe vdi nhau khong cho ngudi cha/me kia tham gia, chuyen gia tri lieu se tao ra sy thay doi the' ng6i trong phong. Dieu nay c6 the del hOi ngudi can be thoc hanh ehuyen dita tre to vi tri canh ngudi cha/m9 cling phe d6n ng6i canh ngudi eha/me bi ra ria. Thong qua nhung hoat deng nhu vay, Minuchin tim each chi ra cd thu suy y6u chic nAng va khuy6n khfch thay dgi bang each ehuyen dgi loai hinh giao tigp.

Tri lieu theo kinh nghiem

Tri lieu gia dinh theo kinh nghiem dua tren the khia canh eiia tam li hoc nhan van, nhan manh vao ski dien to cam the va tam quan trong cua giao tigp lien nhan. Phan Ion tri lieu di kern vdi me hinh nay la cim Virginia Satir va Carl Whitaker. Whitaker tin Wang manh me rang s‘t phat trien cua ea nhan la met phan ldn cua tri lieu gia dinh gigng nhu hoa hop gia dinh (Nichols va Schwartz, 2001). Veli phudng phap nay, cac thAnh vier' gia dinh ditOc khich le sang tao vA san sang thay dgi thong qua the kinh nghiem chung vdi nhau. Vi vay, tieu dMm cua thus hanh la chi hien huu va co ft thai gian danh cho qua khd. Muc tieu eim thOe hanh tra thanh phat trien ch. nhan Intang toi so tithe day ban than. Nhung thay d6i c6 tinh sang tao trong the eh nhan va gia dinh chtOc coi la met phan cfm so phat trign nay. Trong ban than s>t can thiep, cac nha tri lieu me hinh hoa va sa (long

dimg dgn ban than" de gthp gia dinh tim dude cac phudng phap song khae. Cach thue hien phudng pha "so dung d6n ban than" la nhan vien CTXH su dung ban than minh vA sO tac clang cua hoan canh de dap lai khach hang met each thong cam. Thong qua the ki thuat sang tao, nhung

248

nha tri lieu c6 the three xem la e6 kha nang tao ra su thay dOi thong qua ski

thong minh va sang Lao cua minh.

TO lieu gia dinh theo chi6n Itigc

MO hinh tri lieu gia dinh nay thtffing duce coi la tic pha'm ciaa Jay

Haley, Ong tin rang cac 4 kien eim khaeh hang tau ra va duy tri the van de

gia dinh. Trong tri lieu gia dinh theo co eau, trong tam cim vice can thiep la ski hieu bigt v@ the then chiing da dude xac dinh cila benh nhan va gin cho

chting S nghia. Nhung trieu chiing nay dude coi la Ica qua dm cac kh6 khan ve phan cap trong gia dinh. Trong trtffing hop c6 met lien minh gifia met

cha/me va chia con, Haley cho rang trieu chiing hay rat rgi trong met gia dinh xuat Men de duy tri met cAu true Cu the (Hull va Mather, 2005). Trieu chiing sau do tra thanh trong tam cim tri lieu, gia dinh tim each de thay clef trieu chung va to do thay d6i tinh hinh gia dinh. Gia dinh cling dude xem la del titIng c6 kha nang tea nhgt hieu throe tinh hinh en'a chfnh ho.

Cac nha tri lieu gia dinh theo chien lutic thtffing lam vies dfia tren thit to Minh vi va the me hinh giao tip do thay d6i trieu chung. Thong thtiang, the chi clan (Woe dui ra cho cac khach hang thay d6i hanh vi va tao ra cac lift can khac trong gia dinh. NMing chi clan nay thtffing a clang cac bai tap va nha hay the Mai tap lam ngoai gitl len lb. Met chign hick dude sit dung bai cac nha tri lieu chign huge de tau ra thay d6i la "chi clan nghich li" (Nichols va Schwartz, 2001). CM dan nghieh It dieu tri trieu chting nhieu hOn. Chang han, da gia dinh tao ra met thay dgi, nha tri lieu c6 the ra bai

tap cho cha me cili a met dila tre bi chii dAm lam van de tang len bAng each cho dua tre ugng nhigu nude Win. Haley dua ra If thuygt rang neu ke dan nhigu nuOe han lam tang trieu chling (dai dam) se lam cho cha me em tki

tign Minh cac Mt& de2 giam thigu rac rat

Tri lieu nhan thac - hanh vi

Tri lieu gia dinh nhan thile - hanh vi bao gam vies sith d&i cac suy nghi va hanh dung bang each tic dung vao me hinh suy nghi (Meichebaum, 1977). M6 hinh nay chit yeti dkia tren tri lieu hanh vi, sau da lien he vOi vai fro eila nhan thile - hanh vi. Thong qua cac kl thuat (Moe sii dung nhu vies ding ca Lich cue va tieu cue, vi'ec trong phat va huY bo, cling nhtt the khai niem tri lieu nhan thitc, va su moo m6 trong nhan thiie, viec dung suy nghi va lode do' (schemas), "tri lieu hanh vi nham thay d6i nhfing van de cu the

249

thong qua vial, xac dinh ale tieu hanh vi, the ki thuat li thuyet hoc 'ca hei de dat dune muc tieu va su dung nhung clang co' xa hei de Ea° digu kien cho qua trinh nay'. Thong qua so sank, tri lieu nhan thilc - hanh vi tap trung vao nheing awe tieu sau: (1) xac dinh cac van de gia dinh trong cac hanh vi, (2) gido due thanh vien gia dinh ye vai trO cua nhung nguai di trudc, thia hau qud va su nhan thUe anh Intang den hanh vi, (3) viec day cac phudng phap tiep can (4) vies the hien thai do va danh gia the thay dgi nhan tilde va hanh vi (Franklin va Jordan, 1999, trg. 82).

Tri lieu gia dinh theo phan tam

"Mix tieu cua tri lieu gia dinh theo phan tarn la giai phong cac thanh vien gia dinh khdi cac han the vo tilde a ho co the trao vdi nhau nhu nhung nguoi horn chinh, khoe manh" 2 . Tri lieu gia dinh theo phan tam dua tren nen tang la the mei quan he thai tho au tac deng den tinh each va each thile der x& vdi ngtiai khac ciaa chUng ta. Tam diem cila phudng phap nay is vie° thong qua cac mau thuan da trai nghiem trong thai thO a de co ditec hieu bigt anh huang caa cac m6i quan he qua khii den cac mei quan he hien tai. Nth:Mg nha tri lieu gia dinh theo phan tam khOng be) Y Wag lam tong tac vdi ca 'than ma su dung no nhu nen tang aa mei quan he hien tai trong gia dinh.

Tri lieu nam nu binh quygn

Tri lieu nam n3 binh quyen la met phudng phap dieu tri. Trong cac phudng phap hau hien dai, khOng co met "su thuc" co that, chi co "su ante theo Chu quan", trong do the ca nhAn giai nghia cues sag cua ho theo nhung y nghia chuyen dal ho mang vao cuec sag tha ho. Trong thUe hanh hau hien dai, phan nay thtiong "co dac firth la lien ket, khong biet, to ma, phan anh" (Franklin va Jordan, 1999, trg. 149). N6 dila tren niem tin rang

nghia ma met ngttai hudng vg nguai khac hay nhung trai nghiem thay c164 trong cuee sag khi con ngubi phan ling lai vdi nhang gi dude nOi ra. Tri lieu gia dinh nam nu binh quyen cho th'0 sp gAn 1(64 cac van de vg gidi cling nhu mei quan he quyenlUe de'u egn thief cho viec dia tri co hieu qua.

Nichols, M. S. & Schwartz. R. (2001). Family therapy: Concepts and methods (5 11] ed.). Boston: Allyn and Bacon.

2 Nichols. M. S. & Schwartz. R. (2001). Family therapy: Concepts and methods (5 th ed.). Boston: Allyn and Bacon.

250

Chdng nao nha tri lieu gia dinh cligp nhgn nhiing chuan Inge truyen thong ve gidi, chatng ay can kilo co the lam dupe gi de digu tri sat khac biet quygn he gifia the thanh viola trong gia dinh. Franklin va Jordan (1999) xac dinh nam ygu tete() thg ddoc xem xet de time hanh tri lieu gia dinh nam nu binh quygn:

1. Trong xa hot nay, su bat binh Bang gidi dii dude neu rd, va nhigu khi phu nu bi plain dna do ban chgt gia trdang oda xa

2. Nhung trai nghi'am cua nam gaol va nii gidi dupe coi la nhang diem m'Au chgt tha tat ea the higu biat khoa hoc xa hei thong qua nghien elm; a day, viec sd dung cac bai phOng van va nghien eau dan tee hoc de danh gia dupe da cao.

3. Plutong phap nay co met yea' t6 hanh &Mg xA het Nan nhgn manh chinh vao vice tang thang the digit kien ma phu nil trAi nghigm.

4. Vith binh clang nam n dat eau hOi ve ggc re ciaa nghien eitu truygn th6ng va each thdc ton tai cua thien vi nhom trong nghien eau nay, Idu ST rang nhiing nghien eau nay la san phgm caa xa hoi, cac nha nghien eau ga the se khong c6 With sg quan sat khaeh quan.

5 Cate nha eigu tranh binh quygn cam tha'y the nha nghien eau va cac chU the khong the chia tach dduc, thong thdong ho thich the mo hinh tudng the dg thigt lap thong tin hdn (Cox-Irian, 1991. trg. 329-330).

Tri 110 tieu cut

Tri lieu tieu cue da dude nhin nhgn trong cong the gia dinh nhang nam ga'n day. Tri lieu lieu cue thing dupe thiet lap trong ehii nghia xay dgng.Nhfing nha tri lieu gia dinh lieu cue tin rang "su trai nghiem tao nen sq mong dpi va su mong doi sau ctO tai tao lai su trai nghiern thong qua vies tao ra cac eau chuyen" (Nichols va Shwartz, 2001, trg. 387). Thong qua the eau chuyen ke lai, ngudi ta gan cho chting y nghia ciaa cuee sing va cac mei quan he Ada ho. Khi the eau chuyen kite)) lai, cluing ta giai ma nhung thong digp ma cac ca nhan gen cho su trai nghiam ena ho, va nhang thong diep nay thudng the hian quan diem rim ban than ho. Chang han, hay xem phan Ung elm hai ngddi kink nhau khi dude thong bao rang ho da de mai cd hei thang ben trong cong sage. Mat ngtibi dupe nugi lgn trong mat mai truring yeu thudng va h6 tro. Ngtioi kia dude nuei duting trong met mai truing bi lang quen va thin dich. Ngdai dau Lien co the cho rang vi the If do khong lien quan gi dgn ngdgi do, thing han do nhu can cult gang ti. Ngtthi thrt hai có

251

the xem xet tinh hueng va nghi: "Minh that khong hieu, minh da lam sai cai gi co chd?". Cach giai thfeh khac nhau ye met tinh hueng cua hai ngutli phan nhigu la do qua khd. La nhung nhan vien CTXH chuyen men, dieu quan trong la phai nhan thiic dime nhung trai nghiem qua khit da tee &Mg dgn khach hang the nao. Neu met ngitai thay cued s6ng tha anh to la met that bai, se rat kho de tien len bang each tao ra nhang giai nghia va giai thich tich cue ye cued s6ng. MOt nha tri lieu gia dinh tieu cue tim each Op ca hai gia dinh lam met va cac thanh vien trong hai gia dinh dila ra cac nghia mdi vg nhang trai nghiem cua ho. Bang each ke nhang cau chuyen ye

gia dinh, gia dinh e6 the loai b6 nhang ST nghi da dinh hinh t3 trude ye ban than va co nhiing giai nghia tich cite va hieu qua hen.

Thud hanh vdi gia dinh

Khi bat data vdi gia dinh, ban se co kha nang phai ket h9p cac khai niem va k5 nang to met s6 the ma hinh khac nhau da m6 to tell& day. Lam viec ding gia dinh rat khde khi lam viec vdi met ca nhan. Khi ban lam viec \raj met ca nhan, ban chi del mat vdi met ngttai, met tim hieu, met nh6m cac mud lieu va met kg hoach tri lieu. Khi ban d61 mat vdi met gia dinh, ban dang del mat vdi the ca nhan ding su nhan thile khhe nhau ye van de va cO nhiing mix lieu rieng cua ho. C6 met s6 digu sau ban phai ghi nho trong cling tac vdi gia dinh.

1. &Mg tac vdi gia dinh dOi hai nhan vien CTXH hinh thanh m6i quan he yen met sengudi tai met thei diem. Ban can hinh thanh mei quan he vdi m6i thanh vien gia dinh trong met hai buSi dau. Quy trinh Kay &Mg quan he nay mat nhigu thai gian va dot h6i tap trung cac n6 luc. Mang trong rang ban a trong met phOng vdi nam ngdai khac nhau, c6 nhang quan diem khac nhau va c6 hinh thanh cac moi quan he vdi tat ca trong met luc. Kha fling lien ket vdi ea gia dinh la metkilnang rat kh6 hoc. Tuy nhien, ban can xem trong mei sit nhan Haw eim moi ngitdi, ban co the dat dime dieu nay bang each dam bao rang ban nghe va hieu moi thanh vien. Viec xay dking m6i quan he vdi met gia dinh can lc& hop cac Id /tang thong cam vdi tat ca cac thanh vien trong gia dinh cling nhtt hieu dude tinh cam va suy nghi cua ho. Hay dam bao rang ban dAnh thai gian de n6i chuyen vdi tat ea moi ngutli va de lai not ena ho gop vao qua trinh giai guy& cong viec.

2. Cac nhan vien CTXH can e6 nhang ki Ming tot tim hieu van dg tap hop nhiing du lieu ma ho can tit phia gia dinh. Viec tim hieu la met

252

phan lan cua moi tong tae that hAnh. No cho phep chung to theo du6i de c6 gang hieu ye met ca nhan tit each nhin tam sinh Ii xa hei. Trong thue hanh gia dinh, ban khang phai tim hieu met ca nhan trong met gia dinh ma phai tim hieu ea gia dinh ye nhung dac tinh. Gia dinh co met vOng ddi va phai deng y vdi cac van de khac nhau tai the thai diem khac nhau cua vOng doi ay. Them MM., viec tim hien gia dinh can phai xem xet ca cac he thong nha, cac trao d6i, giao tiep va cac vai trO. Cac gia dinh mang theo ho nhung dac tinh rieng. Chang hart, the thanh vien gia dinh ca the cai nhau throng xuyen va ngat lai nhau lien tut. Day có the la each trao ddi caa ho, va hien duo° van de nay la rat quan trong cho qua trinh tim hieu. Cac he thong con Cac deng nha the nao den nhau cang tra nen quan trong de hien chide su giao tiep gala cac thanh vien gia dinh. Co phai la b6 me thing vao phe vdi nhau hay met nguat vao phe vdi dim con, quan trong la can biet nhung he thong con nay hoat deng ra sao ming nha chUng Lao ra nhung thay dei gi.

3. Nhan vier, CTXH lam viec vdi gia dinh phai giai guy& nhung van de giao tiep giaa cac thanh vien gia dinh. Cac thanh vien gia dinh can phai

kha Ming giao tiep chive vdi nhau de cO the giai quy-et van de khi chUng Rua hien trong hien tai va Wong lai. Nhan vien CTXH khong the that hien tat ca cite giao tiep trong mot cuOc gap. Tuy nhien, ho can tim hiJu loai giao tiep oda gia dinh vi kien thlic nay quan trong khi gia dinh bat tay vao giai guy& cac van de IA nhau. Nhan vien CTXH eang can có ki nang day each giao tiep hieu qua. Ho se gidp the ca nhan cua gia dinh not chuyen dude vdi nhau va ban bac nhang van de eating qua ki nang lang nghe va truyen dat. Viet giap cac thanh vien gia dinh tao ra su trao del lanh manh dOi hOi nhan vien CTXH dang ra ngoai nhung trao d6i de va chi htiong. Chang hart, neu met ngutai me va met nguoi cha inert danh nhau, nhan vien CTXH can c6 kha nang lam clam cac phan ling, gitip hai ben lang nghe mot each khOng can phOng ve. Day la nhung ki nang nhan vien CTXH can co trong cac tinh hueng thkie hanh vdi gia dinh khi lam viec vdi met vai ca nhan.

4. COng tac vdi gia dinh dOi hOi kha nang nhap cube vdi cac thanh vien khac nhau quanh met muc tieu chung. Thong thuang, khi met gia dinh tham gia dieu tri a ch6 ban, c6 rat nhigu muc lieu xuat hien. Ging viec cua ban la giup ho mang nhung muc tieu do lai vdi nhau trong met muc tieu Ion hon. Chung han, vi du met gia dinh truygn th6ng ggm mot nguai me di lam, met nguati cha di lam, met co con gai 22 tu6i to kiem song, met ea con

253

gal 14 tuai va mat cau con trai 17 twat Ngtiai cha la gido vien the duc 6 truang trung hoc va cau con trai o vi tri hau ye trong ddi bong dm Inking. NO:a mc va co con gai Ian rat thu dOng, du co gai lit rat nang ldi dtil6i cho cha vg nhung van de gia dinh. Ho tim den giai phap gia dinh bai vi c8 gai tit da to thai do burin chan a trUang, ha hoc, uang ruou, va bi canh sat hat. Nguoi cha muan quat cho ca gai tit nay mat tran con ngUai mc thi ngan can. Cau con trai thi muen em tit buang minh ra con co chi ea chang not nang gi, co gai tit thi luein mieng keu cha qua ha kheic va chi muen kiem soat moi

Hu& d'au Lien IA tim mat muc tieu chung cho ca gia dinh de cho phep moi thAnh vien len tieng vg muc dich ma minh muen tro giup. Budc this hai la httang gia dinh theo mat muc tieu chung Ian lain gan kat mai ngtroi yea nhau. Hay hOi nhfing eau nhu: "LA mat gia dinh, digit tot nhat xay ra sau khi tim try gnip la gi?". Cac no lac ma rang suy nghi bang each xem gia dinh la mat tong th6' v&i muc tieu rd rang: "mang moi nguai trong gia dinh lai vdi nhau ma khOng danh nhau /rata'.

5. Cac nhAn vien CTXH can duy tri stt trung lap. Khi cluing ta hinh thanh cac moi quan he vdi khach hang, chting ta biett den ho nhu mat ca nhAn rieng Met vdi nhiing suy nghi vA tinh cam ma ta can cam thong. Khi en mot s6 no6i trong phong, ta phai danh thai gian thy dUng mm quan he vdi tat ea moi nguai. Chung ta phai can than khOng la bat gap dang hieu re) cau chuyen theo hUdng cua mat nguai nay lion ngdoi khac. Neu co nhu vay, moi quan ha ciia chung ta se tra nen khOng can bang. Phan ang kern lanh manh nay cc") the dem lai mat buea lam vies ma ban ha tro mat nguai Mn mat ngn6i khac. Mac clan doi khi nen iingT ha nguai nay Mn nguai khac, sV ang ha cua ban khong nen chi Limo mat chieu. Dieu quan trong la ban phai gam ket vdi tit ea cac thanh vien gia dinh. VA c6 the h6 try cho mai nag binh dAng tai cac thai diem khac nhau. Viec nhan thitc theo mat chign cua ban hoac cua gia dinh se lam cho cac thanh vien trong gia dinh cam thay bi hieu nham trong qua trinh lam viee. H9 co the tro nen to ye va khemg hOp tac trong cac buai lam viec tiep theo, lam cho ban rat kilo tien den muc tieu chung.

Lien he au tien

Lien he dau tien ciia ban vdi mat gia dinh lap nen nhung moi quan he quan trong co the try gitip hoac ngan can qua trinh thuc hanh. DU do IA sti gidi thieu den yea dich vu, mat yeu cau hay mat Penh cua toil an, ban cling

254

ean phai tip xuc lan (tau vdi gia dinh mat each nemg hau va earn thong. Dieu nay khong cO nghia la moi khach hang (va gia dinh) d'eu xiing (ling duce ton trong. Neu cuac gap dude sap xep tren dien thoai. hay n6i chuyen dien thoai theo phong each chuyen nghiep nhu ban thltang lam vdi cac khach hang ca nhan. Ngay ea trong nOi chuyen dien thoai, nhan vien CTXH ding phai the hien minh la nguai nhiet thank va quan tam. Thong qua giong n6i vA cac eau hai, ngttai can he có the thg hien dude sy quan tam den cac thanh vien vi idi ich cud gia dinh. Ngay da khi cac thanh vien gia dinh dang titc gian, to van can t6 thai de earn thong. Vi du trong trttang hdp 7.1, ngual nhan vien CTXH khong dude tp ve trong nhung cue nal chuyen nhu vay. Day la met ki nang do hoc la ban hi6'u dude can gian cud khach hang khong phai lien quan true tip den ban, du chinh ban hi trilt gian. Neu ban cam thong vdi tat ca cac thAnh vien gia dinh, ban se cai ma hdn , nghe dude moi cam nic thg hien va khong phai to ve trong qua trinh can thiep. Digu nay se cho phep khach hang the hien minh.

Khi chuan bi cho civic den tharn lan dau, hay xem lai the thong tin ma ban da có ve gia dinh. Mac clan thong tin se khong duce Chia se ngu khOng c6 sp cho phep cai gia dinh, cac tap tai lieu hay bao cdo ma gia dinh uy

quygn dgu duos xem lai. Nhung thong tin nay c6 the cho ban higu each tin:ft trao d6i vdi gia dinh. Ditng t>i tao thien kik to nhung thong tin ma ban xem. Khi tik xuc vdi gia dinh, co the ban se nghi khac nhung dieu ban da doe ve ho.

Cuiic phong van din Can vdi gia dinh

Trong Ian lien he dau tien, c6 hai thu se xay ra, da Fa qua trinh nhap cuec va qua trinh Lim higu. Cuee. phOng van (Tau tien them vao qua trinh nhap euee va tim higu nay. Phan nay bat dau vdi met thao luan da qua trinh nhap cuac va tam quan trong coa no vdi qua trinh (lieu tri tigp dien.

Inking hop 7.1.

Cul& not chuyen dien thoai dau lien veil khach hang khong to nguyen

Nhan vien CTXH: A la, t6i la Mai 6 Trung tam tv van gia dinh.

Ong Diking: Tai la Diking, va tOi goi den Trung tam vi con tali c6 van da. Toa an bao tdi phai lam viPc vdi trung tam tv van gia dinh.

Nhan vien CTXH. Cam an bac da goi, hac Diking, toe an da gui cho chUng chat.' taking hdp Gila bac raj a. Chau co the gap bac dvoc thong a?

Ong cho chi brat la tell khong thich tob hay ai do bao tai cach day con dau.

255

Va toi cung khong thich Oar di den dau not chuygn cua gia dinh tai.

Nhan vien CTXH: Co v g la bac kh6ng May thoai mai lam a. Bac muen lV giai quyet viec

gia dinh a.

Ong During: Day thong phai la viec cua ai khac ca.

Nhan vien CTXH: Chau hi& vi sao bac bdc minh trong chuygn nay a. Chau rat mu6n bac chau ta not chuygn xem ta c6 thg ding than gd &roc phan nao khong. Ngu gap

nhau biet dau chat' co the gibp bac dude gi day.

Ong During'. Chi co the' gitip not tot cho trt(Ong hdp cua toi vot toa dude chic

Nhan vien CTXH: yang chau sari sang lam vay. The ta se gap nhau de' bat dau qua

trinh duct chd a?

C6 the ket qua quan trong nhat cua qua trinh nhap cube la "ski hop tee dieu tri", tilting qua do, met mei quan he cong viec dude xac lap". MOi quan he cong viec tra thanh nen tang, nlid de gia dinh va can bo CTXH bat dau giai quyet cac Nan d6 va tim ra can tinh huOng x'ay dung tren diem manh tim thay trong gia dinh. "Diem mail clot cua xay dung su hOp the la clap nhan mai ngUdi, long nghe met each ten trong cac quan diem cua ha va danh gia cao cac thai do dm ho" 2 . ThOng qua viec )(ay diing su hop tac nay, qua trinh dieu tri co the tiep tut. .

Trong buei clan tien, ban mu6n &lac dau dat dude rat nhieu muc tieu. Met so cac muc tieu do la:

1. Thiei kip chi an cho can bunt Trong buei clan Lien, dieu quan trong la dVa ra the chi &An cong viec ma ban sap lam. Met se; chi clan la cac thoa thuan thin gian ve khi nao se gap nhau, ai se tham cht, giai quy6t can thay nhu the nao. Ban cling can than luan the bu6i to Nan se dien ra ra sao, vai trO cua moi nguai, muc tieu cuec gap, tam quan trong cua viec moi ngdai neu len y kien rieng, va nhan manh vao van de dang gay rat rSi cho gia dinh chu khong phai Ian de cua met nguai. SU tap trung vao gia dinh la a dam bao rang cac thanh vien gia dinh bat dau xem xet no he thOng hon

chfl khong chd trong den van de ca nhan. De gidp mai nguai di theo &Ling huOng nay. ban c6 the n6i: "Co ye nhu la town be gia dinh minh dang dau to vao van de nay vi no anh hitang den m6i ngudi. Hay not ve viec nb có lien quan the nao den gia dinh".

Cae chi din quan trong khac bao g6m nhUng chi dan ton trong nhau trong can buOi hop vi du nhu khOng chin bdi nhau, cho m6i nguai thai gian

Wolpe. J. (1973). The pracitce of behavior therapy. New York: Pergamon Press. 2 Nichols sh Schwartz. 2001. trg. 87

256

trinh bay va chap nhan quan diem caa nhau du co deng ' hay khong. Sit dung nhung lai nth sau day cna khach hang, hay thgc hanh each nhac nha moi thanh vien gia dinh ye cac chi dan ma khOng ha thgp ngudi do:

• "TM nghi /a co la dd ngu. Toan /d co gay ra moi chuyen".

• "Tao they let may khong duck noi nhu' vay" (ngicit lei khi dela con clang nal vdi can bO).

• "Tai sao may khong co met có diem tot. May khong hoc anh may ey".

2. Xely Ong ste hdp tae diet tri vdi moi thanh Men gia dinh. Ngtidi can be can xay dgng sg hop tac dieu tri vdi moi thanh vien gia dinh. Du ban bat dau bang each tim hieu met ngudi hay bang each dila ngudi dd nhap cuec nOi chuyen, hay lath co gang xay dung mei quan he nay. Trong ding tac vdi gia dinh, mot s6 thanh vien co the nghi la ban khOng tang nghe ho rigu ban dang dua ngudi khac tham gia. Dieu nay antang xay ra trong nhung gia dinh co nhieu van de rieng biet. Hay dam boo la gia dinh hieu tam quan trong cua vie(' moi ngudi deo tham gia bang each don gian nhtt noi: "Toi muon biet moi ngudi vet moi ngiteli nhan xet the' new vd tinh hudng nay cita gia dinh. Delam dityc nhtt v(ty, tot se not chuyen vdi tieng ngudi trong suoi buei horn nay". Worden (2003) goi nhung chi dan sau cho nha tri lieu gia dinh:

• Nha tri lieu c6 trash nhiem thilc day met Ulu khOng khi dan dgn thay

• De lam thg, nha tri lieu can tich cue hinh thanh cac kgt hap trong hop the vdi gia dinh. Tri lieu la met no lye Chung gi3a nha tri lieu va gia, dinh trong do nha tri lieu la ngudi tham gia, ngudi quan sat va ngudi tan digu kien.

• Nha tri lieu co the clan &tang hoar chi ra phtking hUdng thay d6i thong qua viac ho tro, dat eau h6i, dga ra van de hoar thtic day gia dinh, nhung nha tri lieu phai la ngudi ton trong nhal kha nang va mong mugn thay gia dinh (trg. 55)

Vai trO nay mang lai cho ngudi can be kha nfing hinh thanh nhung hap tac tri lieu va tign thine trong qua trinh thay dal ma gia dinh da quygt dinh tign berth. Vai tre ngudi tan digu kien cho nha tri lieu c6 (Igoe nhung thong tin va cling hie dua gia dinh vao thao luau ve. the van de va cac rave tieu.

3. Thu thap cac thong tin tit the thanh vien ve van de vd cac ?nue tieu cua ho. Trong buSi dau tien, ngudi can b'e can xay dung met quan he voi

257

moi thanh vien gia dinh NIA tim kiem thong tin tii ho. Khi ban c6 thik lap met mai quan he vdi tat ca cac thanh vien gia dinh, tgt nhgt la phai kim sit doi dau qua mac. Tuy nhien, trong met so trttOng hap, can thigt phi dam bao rang gia dinh nhan thite duct elm chi clan. CO th' co hie met thanh vien gia dinh c6 gang chigm uu thg trong cunt n6i chuyen. NMI da thao luan tit trade, met digu hau ich la lap ra guy tae moi nguai din có co hOi dude nei. Vi vay ngtiai nhan vien CTXH cO the den hic can nhac nha moi ngtthi vg nguyen tac la Ida noel can clad. doh Mat minh. Phan Ung khi met nguai c6 chigm uu the la giai thich: "Toi nghi rang nhung dieu anh chia se la rat quan trong, nhung quan diem cita nhitng nguai khac ding quan trong. Vi vay tOi de nghi lust caa ngttai khac". Neu eau noi nay khOng ngan can duce su chigm uu the trong noi ehuyen, ban có the this sit dung phuong pilau phi nen tit. Met ki thuat phi nen to la hdi quay ghg di de cat httang true tiep tam nhin ngudi nal. Mal each khac IA chia tay ye nguai dang nbi de nguai rid bigt ban dang nOi vai ngttai khac.

Nhang Sr kit ban (tau cua cac thanh vien gia dinh rat quan trong trong bugi Tau tien. Viec thu litom the thong tin khac nhau cho phep ban lap ghop chile met bite tranh Ion hdn ve nhilng digu dang xay ra trong gia dinh. Tit mot quan diim hAu hian dai cua nhing nha xay dung, moi sit thuc dill chit quan, va co met sit thuc trong dieu ma moi ngitai dgu tin bai vi d6 la sit tht.tc oila ea nhan do. Duck chi clan nha vay, ban có thg chip nhAn sit trai nghilim chit quan ding vdi au hieu biet nay vi n6 thief yeti trong thu thap tin tae. Bang each eai ma vdi moi digu the thanh vien noi, ban dang chgp nhan ho va tin Wang vao nhung nigm tin dm hp.

4. Dcinh gici ccic and hinh attic hien chile ruing gia dinh thong qua icing nghe vii quan sat. Viec danh gia thuc hian elide 'tang gia dinh la ink phAn quan trong cua buoi dAu lien. Cac yeeu to quan trong can dude xem xet bao gam ai not vdi ai, the thanh vien gia dinh quan he vdi nhau the' nao, cac nguyen tac cling khai va kheng tong khai, cac vai fro trong gia dinh, gia dinh dang d giai doan nao caa vOng ddi gia dinh va giai doan nao la thich hdp vdi ho. Cac loai thong tin va cac van dg nay mang lai met tai nhin rang rai Min trong cac ni6 hinh gia dinh. Khi moi nguai tra nen thoai mai hdn, cac thanh vien gia dinh se bat diu thao luan dung co eim the mgi quan he giaa ho va ban c6 the do Wang cac van dg trong giao tiep. Viec hien nkrilng clang eci nay gitip nhan vien CTXH quygt dinh the eau hOi e6 ich cho gia

258

dinh. Viet ghi chu cac he thong con sung cap met hitting nhin vao cuee sang ca nhan cua nhang thanh vien gia dinh va diem manh cUa ho cling nhu nhling m6i quan tam. Cac nguyen Lae va vai trd cho biet nhieu ye gia dinh va cac thanh vien phi' hdp hay khOng phi' hop vdi tinh hinh gia dinh.

5. Xiy dgng the diem manh caa gia dinh vet cac them* uien caa gia dinh. Nhti da net d chudng truck, nmidi can be va gia dinh can phai xay dung diem manh tha cac thanh vien va diem manh cUa gia dinh. Nhung diem manh nay c6 the dude sit) dung khong chi de trd gitip the ca nhan ma can de g-itip ca gia dinh hieu diet' c6 the ding (tat dude vdi nhau. Cac diem manh co the dude tim thay trong nhieu khia canh khac nhau cUa cud, c song gia dinh, bao gem nhiing diem manh cua ca nhan, mei trudng, he thong trd girm va gia dinh. Cac diem manh ca nhan bao gam kha nang Fang nghe, truyk dat, to lrap, giai guy& van de, c6 thai de tich cue va hoa hdp vdi nguai khac. De kie'rn tra cac diem manh cua mei truong, thong to can phai flea gia dinh trao dei vdi ben ngoai, vai the nhan to tO' chile va mei trUdng the Mo. Chung to clang tki hai ban than cac loai cau hal sau: Gia dinh co can trd gitip Linking luring vg cac rao can mei trtiong khong? Ho e6 the lam cho cac he thong ben ngoai hoat dung hieu qua khong? Cac he thong trd gitip thm ho la gi va chting duck, sit dung the nao? Nhiing hg thong nay c6 the dude sU dung de' gitip gia dinh dat dude cac muc lieu khong? Cac thanh vien gia dinh e6 the lam gi cho ho va gia dinh da lam gi de giai guy& van de

trude?

6. Tgp trung bud to can lido gia dinh 2a mClt he thong, khong d6 lei cho cac thanh vier' cu the. Trong bu6i tiep xtic (tau tien, nhan vien CTXH nen htiOng cac thanh vien gia dinh tranh viec de 16i oho nhau. Thong thuang, met nguai se bi d6 lei cho cac van de cua gia dinh. Chung to hi& dirge thong qua cac nghien chu va kinh nghiem la vice c16 lei nay rat vO ich trong tri lieu gia dinh (Nichols va Schwartz, 2001; Green, 2003). Mac dau chat than la met thanh vier' gia dinh doi khi dude xac dinh la nguei eó van de chinh, no khong c6 nghia la roc reri bat nguem to ngudi do. Tii vice thus hinh vai gia dinh, cac kho khan nay sinh khi mot gia dinh khong con duy tri dude tinh trang "homeostasis". Vi met thay dei tinh hueng hay met qua trinh trong yang ddi gia dinh, doi khi gia dinh c6 gang duy tri su can bang thong qua cac phudng phap mang tinh phi chile nang. Vi vay, met thanh vien (bloc xac dinh c6 the nei len nhu met trung tam gay rat e reci va thu hilt

259

su tap trung khOi the van de gia dinh quan trong khac. Trong bugi tu van dau tien, hay chi ra rang khi moi viec xay ra trong gia dinh, moi ngugi dgu bi anh huang. Cuec not chuyen nen tranh tap trung vao met thanh vien do. Chang han, khi Mai guy& trUdng hop thicic giOi thieu d dau chtRing nay, ngttai nhan vien CTXH co the mu6n gap ca Viva my (dii la ho da li than) ve. hOi v@ nInIing phaong phap khac giai quy'gt cac tinh hugng gia dinh. each tigp can nay keo su tap trung ra khai Steven va cho phap ea bg va my Steven not chuyen ve nhang cai khac anh Imang den hanh vi cua Steven. Nguai cha Ira nguai me co the Ian Melt ke vg moi quan tam dm ho khgng chi dgi vdi Steven ma con dei vdi cac van clg gala ho. Sp tap trung nay nhan manh rang co ea nhang digu khac dang Hen ra trong gia dinh va rang cac van dg co ye nha tach biet co the co lien quan ran nhau.

7. Khuyeit klach sit duy tri cdc bud ttl vein gia dinh. Nhan vien CTXH can phai lam re khi ket thlic bugi digu tri thit nhal ve tam quan trong cim viec tip tut Mau tri va ca gia dinh lam viec cling nhau de giai quyet van de da chlOc nhan thitc de dat dude roue tieu. Khong phai hic nao cling dg thuyet phut gia dinh quay lat. Thai gian ban da sit dung vdi gia dinh can phai truyen tai dude tam quan trong cua tong viec nay voi gia dinh va thong qua thai gian lam viec vdi nhau, ho có the dat dude cac Inge tieu nhu thg nao. Mgi quan he ma ban da thigt lap vdi mai thanh vien se quygt dinh su sin lOng quay lai hon bat cii yeti t6 nao khfic.

Pinking phap ma ban chao hal gia dinh trong tuck phOng van dau tien co the rat quan trong. Hay tu gidi thieu minh va xem ai la nggoi dan chuyen trong gidi thieu. Th6ng nuking la met nguoi cha hoar me, nhting hay quan sat xem ai co ye co trach nhiem trong tinh hugng. Ngu la ngdoi me nhan trach nhiem, chi to giai thieu minh ra sao rOi lUU y ai la ngubi tigp theo. Thong tu nhu vay, hay de y each trao del gi> a cac thanh vien gia dinh trong cuec gioi thieu nay.

Sau khi chao hoi, gia dinh nen dude chon ch6 ngoi thoai mai, du la trong van phOng cua ngudi tri lieu hay d nha. SV Iva chon ch6 ngai se cho ban mg hinh giao tip trong gia dinh. Ai ngoi canh ai? Cac thAnh vien gia dinh có thay dgi chi) ngti khi ho ngoi khgng? Ho giao tiep vdi nhau thg nen khi chon chi)? CO nguai nao chi cho nguoi khac cha ngai khong? Sau qua trinh chon cho neg., ban oó the mugn bat dau vdi met can chuyen nhy nhang, nhan xet cal gi la su quan tam cim it nhat met thanh vien trong gia

260

dinh. Co the la ve met tran cid bong neu ai do trong gia dinh thich, hay co the la nhan xet vu vo ve thai bet. Mac clan kieu thao luan nay khong keo dai, ne khong phai la vo b6. Viec tarn ditng nay trUde khi cac van de dude thao luan cho phep gia dinh cam tha'y thoai mai va bat dau thu gian. Tai met s6 thiai diem, ban se mu6n dua ra the chi dan cho buei gap mat, nett ban lam viec do ngay tit sdm trong buoi dau tien nay thi se dang hdn ben vi the chi dap mang lai met ed the an than cho gia dinh va cho moi ngudi hieu ye each Hide dien ra ciia cac bu6i to van.

Thong thuang, day se la Me ban thu Mum thOng tin to the thanh vien gia dinh v6 van de. Hay dua eau hai cho mm riven va de ngudi clan dau phat bieu. Hay bat dau cues thao Man bang each hei "Ai dua gia dinh minh tai day hem nay?" hay "Anh/c14 nghi vi sao gia dinh minh lai 6 day horn nay?" la mat each thich hap de bat dau. Ban cc) the dam bao la hOi moi thanh vien trong gia dinh eau hoi do. Viee nay dua ra met thong diep la 9 kin ciia moi ngudi &au quan trong va moi ngudi deu tham gia, No ding cho phep moi thanh vien gia dinh có then gian diet' chinh yen nhung then xay ra va bat dau hinh thanh the quan diem ve nha tri lieu. Lam viec vdi moi ngudi cling gop phan Lao dung skt cam thong va tin Wang. Neu ban:chi tap trung vao met thanh vien gia dinh, nhung ngudi khac se cam thay bi loai tit va ea the mien cueing trong viec xay dung quan he. vdi ban. KM qua trinh nay tiep dien, hay tranh viec d6 cho met ea nhan, neu viec nay et tiep toe. Bang each hea moi ngudi eau Ilea do, ban se get ha dude su tap trung cua gia dinh vao thanh vien gia dinh dude the dinh la ea van de.

Tiep theo qua trinh Mei nay, hay bat dau the dinh tinh hinh cua gia dinh. Ban ce the lam viec nay bang nhieu each khac nhau. Mat phudng phap la giai thich eho gia dinh hieu van de khong phai la chi do met ngudi va rang moi ngudi trong gia dinh ca lien quan den nhung gi xay ra. Cach thit hai la ice° au chti y ra khOi ithanh vien dude xac dinh bang each tap trung vao the ea nhan khac trong gia dinh va su the dog eda tinh hinh gia dinh len ho. Mat each thit ba la hudng ski chti j1tai mot min quan he trong gia dinh va tap trung moi ngudi vao do. Truang Imp 7.2 eho ban met vi Nhan vien CTXH da chuyen su tap trung to Steven la ngudi co van de sang Chao Man ye each ngudi cha hoac ngudi me dei phO vdi the tinh hueng kite khan. Dieu nay cho phep hudng sti tap trung vao van de va tao met cd hal cho nhan vien CTXH xem ngudi cha va ngudi me giao tiep vdi nhau the nao.

261

Sau khi da xfic dinh tinh hueng gay ra van de gia dinh, co the bat dau chi ra melt seek quan sat caa minh, bao gem cac the manh ciaa gia dinh. Met each de chi ra diet' do la bat dau cac nhan xet dm ban ye mat the manh.

• "Toi co the thdy ridge Steven quan trong the new &di udi ed hai anh chi va anh chi muart giap no ten mile neto."

• "TOi thfey hinh nhu anh chi co theta ban bac viec nay vdi nhau

• "Mac dit anh biio chang bao gia anh tit chuyen gi cd, anh Levett a, Led rat en lacing vdi nhitng no hic anh da thuc hien day."

Cac gia dinh va ca nhan cd the manh trong nhieu linh vac, nhu cac kl

Mang dac biet, ca tinh ca nhan, cac me hinh Wang tae, cac the manh tinh cam, cac no h e dang co caa gia dinh.

Trong suet buei tham van dau tien nay, ban can cho gia dinh thay hi vong ye kat cuc :Lek dep ova moi viec. Nhac nha rang ho dang di nhUng bade dau tien trong viec tim kiem nguan ha trd tang clidng sue manh gia dinh va duy tri hi vong han gam Ban c6 the sung cap cho ho nhUng by vong bang each nhan xet ye nhung the manh va chi ra nhung Ian gia dinh da to giai guy& van de nhu the nao trong qua Cac vi du sau minh hem cho ki

thuat nay:

• "TOi thdy la &dn d6z day vi nhieu vein de khae nhau, nhung tai cho rang each ban gidi quyei vein OF trong xung dal kin trade it hieu quit, va nhieng ki neing tubing to nhu vgy c6 thehO trd ban veto hic nay."

• "Cdch anh vet eon trai dia anh trao del uoi nhau qua van de do thong minh rang anh cd du. khii hang de giai quyei xung dOt."

Vao cu .& buai tham van, hay c6 Wang thilet lap muc tieu tong (mat ma

ca gia dinh co the thong nhat vdi nhau. Nhu eta ban a phan tren, viec co dtioc each nhin nhan fang rai lion se gitip gia dinh xac dinh chive mud tit'.

Cac eau hai sau day di the dude ep dung a t4 116-i ban than khi ban rang nghe xem gia dinh do main dat dude muc tieu gi. Cac thanh vien muen gi cho gia dinh minh? Gia dinh muen dat duct gi qua buta tham van va ho c6 the dat ducic dieu nay nhu the new? Cac kat luau chung ova gia dinh la gi sau dot tham van dau tien? NhUng eau hal nay doan ket gia dinh lai khong chi trong viec tim kiem met muc Lieu chung ma con de xae:dinh cam ket cua

ho trong dien Ben dm qua trinh tham van.

262

Viec danh gia cac tinh hudng gia dinh

Trong cugn sach nay chimg ta nal nhieu ve viec danh gia. Collins, Jordan, va Coleman (1999) neu rang "muc tieu da viec danh gia va xac dinh van de la tham do, xac dinh va dinh nghia dude cac deng llic trong nei be gia dinh va ngoai gia dinh khign van de neg len va phat tries" (trg. 22). each danh gia nay cao hdn rime dish bleu deng Me trong gia dinh, no con cif) nghia la nhin nhan cac tae deng mei trang vao gia dinh sung nhu IA cac ygu t6 khac gay anh Mtang den cues song cua gia dinh do. Gigng flint the khia canh thlie hanh CTXH khac, viec danh gia se khong the hoan thien dude neu khong xem xet Lung thanh viers trong gia dinh. Cach tign hanh danh gia nay rat can thigt neu ban mugn hien dude chuyen gi dang xay ra khong nhung trong gia dinh ma con giita the thAnh viers. Che plutong phap thu thap daub gia ca nhan di; dude thao luan trong among 2. Trong viec danh gia gia dinh, met vai pham vi can dat dude tog bao gem viec xac dinh dude van de, giai doan trong yang dai cua gia dinh, viec thlic hien chic nang cua gia dinh va the ygu t6 mei truang khac.

Xac dinh yin d6 Mac du chting ta da xem xet vai fro cua viec xac dinh van de trong

buth tham van dau den r6i chUng ta van can xem xet lai thinh tudng thich ena no trong viec danh gia gia dinh. Gia dinh can the dinh dude van de truck khi dgn lam vies vai nhan vien CTXH; tuy nhien, m8i thanh vien gia dinh lai co each mieu ta van d6. Hi6u dude cac thanh vien trong gia dinh nhin nhan van de nhu thg nao la met phan rat quan trong cua viec danh gig "Vie'c tham de the trinh bay vci'n de' bat dein bang each chi oars gidn king

nghe ho lei lai urin da can gia dinh ho bang ngon ngfe cica rie'ng ho" (Nichols & Schwartz, 2001). De cac thanh vien gia dinh co co h'ei the hien ban than ho cling Cho phop ban thu thap dude nhieu thong tin hdn. Ai the hien cam gide cna minh manh nhat? Phan ging cua gia dinh nhu the nao ve vice ai la ngUdi mac 16i , neh co? Cac thanh vien trong gia dinh trao dal vOi nhau nhu the' nao qua viec thao luau ve van de dm ho?

LAng nghe moi thanh vien trong gia dinh thao hien ye van de cila hg rho ban cai nhin khai quat ve van de, nhung cling can this tim them thong tin vg vice gia dinh da cg giai quygt van de nhu the nao. Ho da lam gi chicle rei? Ai phol hap vai ai de giai quygt van de do? K'gt qua am nhung co' gang ay IA gi? Mac du &tang nhu co cam gine rang ban se qua nhan manh den cau

263

Mil nay, nlning qua that day 1a caeh ban di theo each dale cua chfnh gia dinh do. KM ban thu thap thong tin of cac thanh vien gia dinh, ban co the ye len met bite tranh ]on hen 4 viec gi xay ra v6i gia dinh xung quanh vdn de do.

Giai doan trong vong del cua gia dinh

Co le met trong nhfing viec dau Lien dd danh gia tinh hueng gia dinh la xem xet yang dai cua gia dinh. MOE yang dai cua gia dinh di song song v6i yang phat triers cua cuQc dai mil ca. nhan, va nhan vien CTXH danh gia

vOng dai cua gia dinh thong qua viec xem xet dien lien cua ski phat trign

cua gia dinh qua thai gian va so sanh no vdi guy tide 4 ski Oat tridn truygn

heing. \Tong dai gia dinh, that m1;4 se hoc gia da Oat triers, phai duac xem xet trong su linh heat. Bang 7.1 minh hoa each an dung yang doi gia dinh theo truyen theng.

1. H6n nhan • Cam Wet gia quan he

• Hinh thanh vai tr6 va luat le

• Tach thanh cap rieng re khOi gia dinh xuat than

• Tien hanh thoa hill) va dam phan quanh nhCMg nhu cau

ca nhan Cu the"

2. Gia dinh co con cai • Tai 6n dinh don vi h6n nhan vtli hinh tam giac

• Chap nhan daa tre va hoa nhap daa tre do vac gia dinh

• Xem xet quan he vOi nguai khan va vesi tong viec

3. Gia dinh c6 tre el do tu6i di hoc

• Cho phep tinh ddc lap cao km

Me ranh gitli gia dinh a phO hop vdi the ch6 xa hdi mai

• Hieu va chap nhan sit thay dei trong cac vai

4. Gia dinh co thieu nien • kir li tinh ddc lap cua tucli thieu nien th6ng qua viec dieu

chinh ranh giOi

• Dieu chinh de co syxac dinh mei ye tinh ttrtri cua ca nhan

• KhOng chg suthay d6i, giOi hen bei canh, dam phan va cac vai

5. Gia dinh ce con a xa nha • Chile!, bi cho tre song dOc lap trong troang nOi trO va hoc ngh6

• Chap nhan tinh ddc lap dm thanh nien

6. Cha me trung nien • Dieu chinh trong "t6 am gang yang"

7. Cac thanh vien gia dinh d5 có tudi

Bao g6m cac chau va ban dei dm con cai

• Xit Ii van de lao hoa

BANG 7.1. V6ng ddi gia dinh

264

Re rang la yang dai ca lne nao do dude xac dinh theo me hinh gia dinh

Mg trung btu truygn th6ng. Ngay nay, cac m6i quan ha khong nhat thigt phai theo quy uric nay. Vai hau hgt la met nita the vu hen nhan kgt thtic hang bi hen, nhigu ca nhan hoac la se duy tri tinh trang doe than, hoac se

trai qua mot boat cac m6i quail he khac nhau khi phat trie'n gia dinh caa

Nhigu ngudi deng tinh kheng di theo vong dal nhu vay. Turing tki nhu vay, nhung ngudi den tit nhung nen van boa khhe co the trai qua nhung buck nay theo met each thitc khac. Kgt qua la khi ban danh gia vg gia dinh duai anh sang cim vong dai gia dinh, digit quail trong la ban bit den nhung hinh thile phai sink khac. Nhieu hinh finite trong se - do co vong dai ena rieng nO, nhu la vong dai dan dgn li di. minh hoa trong bang 7.2.

Cat giai doan

trong qua trinh li h6n

Get van de trong quo trinh ph& Win

1. Quyet dinh li h6n • Chap nhan vai tro ca nhan trong that bai cue cuac hon

nhan.

2. Lap ke /leach xoa ba he thong hOn nhan

• Hop tae lam viec ye cac van de tai chinh, cham sac. tham

con cai.

• X& li vdi gia dinh cha me minh ye van de ly hon nay.

3. Li than • Buan till vi kh6ng can gia dinh than thuric.

• Tai co eau quan he hon nhan va quan he gina cha me va

dga con cung nhgv'an de tai chinh gide ho; str thich nghi

yeti viac song tact' xa nhau.

• Dieu chinh lai mai quan he vOi gia dinh cha me cUa minh,

van lien lac vdi gia dinh °Da vd hoac thong.

4. Li h6n • Buan tui vi khong con gia dinh than thuac: tif la6 ao vong tai hop.

• KhOi phut lai hi yang, and trOc va mong doi to hOn nhan.

• Gid lien lac veil gia dinh cha me minh.

BANG 7.2. Cac giai doan cua qua trinh li han

Bdi vi met vu li bon din ra that-1h cac giai doan, nhu trong yang dal cua gia dinh, nen met gia dinh trai qua viee li hOn se dgi mat vdi hai be giai doan phat trign ming met hie. Qua trinh song hanh nay eb the xuat hien vao bat cif th6i dig'm nao trong vong cthi cua gia dinh. Cac chuyen gia can bigt dude rit ca the giai doan nay va cac van dg ma gia dinh dang phai trai qua de higu dude re Ilk ho dang trai qua eel gi va so sanh giai doan do vdi

265

Oat doan thuang thAy caa qua trinh phat tridn. Viec hieu duos cac giai doan nay ding dem lai cho nhan vien CTXH co hei de xu if cac van de theo quan diem tam If hoc phat tridn.

Viec thvc hiOn chat nang xa Min cua gia dinh

Danh gia viec thuc hien chitc nang cua gia dinh la met Wan quan trong trong qua trinh danh gia. Viec thkic hien cac chic nang cua gia dinh keo theo nhik yeti t6 khac nhau, bao g6m "giao tiep v6i nhau, giai guy& van de, niem tin, ski deng minh, va ski h6 tre." 1 . Chung ta nhAn manh den tam quan trong cua viec danh gia giao tik a phgn khac cna quyk sach nay. Tuy nhien trong Wan nay, cluing ta se tham do nhung thOng tin thu hick duoc qua buei tham van dgu tion. Giao tigp can clitue danh Oh Ca tren philcing dien lai not va phi lai. Nguai tham yin can hieu ca khia canh "giao tik ngoai nen" a tit ca cac cuoc giao tik trong not be gia dinh. Giao tik ngoai nem (Metacommunication) la met thuat ngii co nghia la "met thong diep ve met thong diep, dien hinh bang cac hinh fink phi lai (met nu ctiOt met cai nlatin vai, mot cai gat dau, met cat nhay mat), dude duo ra dong thai \raj thong diep bang lai, co call, danh gifi, them nghia cho thong diep Day la mot phtiong phap danh giA de xdc dinh lieu cac thanh vien gia dinh có Lang nghe nhung gi dang dude truygn dat hay' dinh cua lei not do la gi khong. Giao tigp tat dOi hoi phai th6ng nha't giva thong diep bang nen to va phi nein tit Cac thanh vien co not ve met dieu gi do khi thing lai nhu khi ho dung cu chi thai de khOng? Cac t8 vking va each thd hien cim ho c6 dal lap nhau hay khong? Co Ian lOn v6i cac thanh vien khac Gee yeu t6 d6' quan sat vg giao tigp trong gia dinh bao g6m:

1. Ai dang not chuyen v6i ai?

2. Nhiiing thong diep phi lot nao dang dtiec duo ra ye cac thanh vien gia dinh?

3. CO ski ngat tai trong giao ti6p hay khong? Ai ngat lai va tai sao? 4. Cai gi kh6ng &Mc ban bac trong cuec giao tik? 5. Cac thanh vien trong gia dinh giao tik nhu the nao vOi nhan vien

CTXH?

Thomlison, B. (2002). Family assessment handbook. Practice Grove. CA: Brooks/Cole. Goldenberg. 1., & Goldberg, H. (1991). Family therapy (3 11 .). Pacific Grove, CA:

brooks/Cole.

266

Trong qua trinh danh gia , c6 the la hitu ich khi thu Itidm the thong tin ye ki nang giai guy& yin de ena gia dinh. Khong chi ban muen Met dude each gia dinh da n(5' lye giai quygt van de hien tai ma ban con co the thu thap dude thOng tin ye each ho da giai quygt cac van de khac.

1. Ho co t6 ra la bleu dude qua trinh giai quyet von de khong?

2. Cach giai quy& van de da co tae dung the nao tnide day trong gia dinh?

3. (lac yeti t6 c6 khEi nang ngan can giai quyet van de vao thin diem nay la gi?

4. Ho da nb ltic giai guy& van de the nao?

Viec hieu dude mti hinh niem tin ena mot gia dinh la rat quan trong vdi tong vice cua ngudi can be. Me birth niem tin phat triers met "me hinh lam vies ben trong"' chi dan cho ca gia dinh va m8i ca nhan trong gia dinh. N6 lap ra khuon kh6 trong d6 gia dinh co the thus hien ehtie nang. Chang ban, met gia dinh NS the hoat deng tren niem tin rang tre em nen de nhin ngam chit khong dude n6i. Vi v'ay, trong ode Mt& to van, the dim con se khong ndi gi, hoac nett chting co cat tieng, chting se nhan met tai chau may. Trong met gia dinh khac, boat deng cita cac thanh vien nen tap trung vac) gia dinh chit khong dude tap trung vao the gidi ben ngthi. Dieu nay co the chi ra rang gia dinh da Wide bao hoc va khong the chi} phep sit can thiep td ben ngoai, va no gay Idle khan cho the deng dau lien oua nhan vien CTXH Nhfing niem tin nay dude gan chat vdi nhang nguyen tae va nMing le nghi cho the thanh vien gia dinh. Chang han, m6i chit nhat ca gia dinh se den An trua a nha ba, toan be gia dinh se hieu dude tam quan trong cUa gia dinh lOn va khong dude chgp nhan nett khong tham gia.

Rat nhigu m(5 hinh ben trong la nhiing Ica qua true tiep tha cac mo hinh gia dinh g6c. Nhfing ngudi thong va vd mang mo hinh ben trong vao hen nhan, me hinh nay se dude chgp nhan va hod nha, p vao he thong niem tin Men tai cfm ngudi ban ddi hoac se bi dei Igy cac he thong niem tin mai ma cap vd eh6ng to phat trien. Kheng có met he thgng niem tin ben trong nao la thing, duy nhAt (Vosler, 1996). Vi vay, cac mo hinh dude mang vao cac bu6i to van cua gia dinh can phai dude hi6u trong bei eanh va nen tang van hod cua gia dinh.

Vosler. N. (1996) New approaches to family practice. Thousand Oaks. CA: Sage.

267

ChUng to da thao luan met phan stf ket hop va lien ket thong qua than luan ye cac he thong con trong met gia dinh. Cac kgt hOp cho nguOi can be biet nhung ai co lien quan vdi nhau trong van de nao. Ski lien ket cO the la theo eh& nang hoac phi chfic nang. Trong met gia dinh ngttei me Ira ngvai cha hinh thanh ski lien kgt quygt dinh cac nguyen tac va thuc hien cac trach nhiem lam cha me wing nhau, nhang di.ta con ea hieu biet re rang ye viec ngttei cha, me lam va khong the digu khien nguali cha, me thong qua noei kia. Trong met gia dinh ma met ngvai cha/me lien ket vdi &fa con, ngudi cha/my khong dude lien kgt kia se cam thay bi be ra ngoai va doi khi khOng dude tham gia vdi gia dinh. Cac lien ICA va ket help lanh manh thong finking xay ra khi met during ranh dude thigt lap giila nhung ngdai thuec the he khac nhau, tre con trong met nhom va cha me trong met nhom khac.

Met dieu ciing quan trong IA phai nhan thilc dude cac he thgng tro ginp ma gia dinh có the vien den. Gia dinh len, nth lam viec, nha the, ban be hoac nhang he thgng try gitip khac có the tra nen hilu ich tai the thai diem nhat dinh trong can thiep. Mac dau ban thUang khong lien he vdi nhang he th6ng tre ginp nay ma khong co st/ cho phop, the thanh vien gia dinh cO the goi ho vao nhUng hic can gitip do. Chang han, met nguai se goi cho cha hoac me minh de tre gitip trong viec dgi phd vdi tinh hinh. Nai lam viec ciing co the tro giup n6u gia dinh Can thei gian cho cac buei tri lieu, va ban be throng &Ong vai tro quan trong trong h6 4.0 qua trinh can thiep. Cac t6 chile tro gitip nha nhA truong, nha the có the lam giam rip hie ma gia dinh cO. Cac h6 tro than tinh va chinh guy co the rat quan trong trong thanh cling cUa tong tat gia dinh. Viec too Ong nhung tre gnip nay co the la met trong nhung nhiem vu gia dinh Can lam a dat chicle cac aux Lieu.

Cac y6t, t6 m6i twang

Nhieu y6u t6 mei trUdng can phai &tee xem xet trong qua trinh tim hieu, met trong s6 clO la cac tang nhu cau cim Maslow'. matt chgt nhat trong cac tang nay la nhung nhu cau thiett ye'u nhtttluic pham, quan

not trU than va chain sac y t6 ciing nhu nhang 116 tro ye tinh cam (Holman, 1983). Sp tap trung chuyen sang nhung danh gia vg cac nhu cau ben ngoai, vi du mang kith xa hei nhu nhan vien CTXH; cac t6 chile quan he xd hei nhu ndi lam viec, nha the, gia dinh, ban be. Cho ygu t6 mei trueng

Maslow, A. (1967). Toward a psychology of being. New York: Van Nstrand Reinhold.

268

khac &Ong met vai trO quan trong la tinh hinh kinh t6 cua gia dinh. Cac gia

dinh phai tap trung vao kiem song co it theli gian giai quyelnhung van de tinh cam. MOt gia dinh Elm kiern su trO gitip vi cac khO khan tai chinh tintang khong co nhieu cac nguen Rio, Vi vay, tinh hinh viec lam cUa gia dinh va thu nhap (KW tao ra co the la vAn de trong tarn cila cac n6 Rio ban

&au. Cac cau hOi co ban dudi day se (my& dinh mac can thiep can de trd gitip gia dinh.

1. Ho co dang song trong met mei trudng an toan khong?

2. Ho có flu ludng that va quAn ao

3. Tinh hinh vies lam cua gia dinh the nap?

4. CO phuong phap nao ma qua do nhan vien CTXH se giilp dupe phan nao trong dam bao thu nhap cua gia dinh khong?

5. Cac phuong phap trao din vdi mei trttang ben ngoai cua gia dinh la gi?

6. Gia dinh co phu thuec vao cac ngu6n Rio ben ngoai khong?

M6t y6u to' mei truang quan trong can xem xet a van hoa, nen tang va thanh phan dan toe cim gia dinh va no anh htiang den quan diem cna ho ye mei tratang ra sao. Cac van de dan toe va sti da dang van hoa khac nhau

gia clink viec nhan ra tee &Ong cUa chUng la rAt quan trong trong Wan be qua trinh can thiep. Nhan vien CTXH phai hieu re y nghia cUa cac khai niem van hod va dan toe truck khi lam vies vdi gia dinh. "Van hoa la sti phut trien cua cac gia tri, cac niem tin, cac phong tut va cbudn flax ma

moi ngudi hoc, thueng trong boi cAnh gia dinh va ceng deng dm. ho. Dan tee có nghia la ban sac ciia met ca nhan, su cam ket va trung thanh vdi met nhem dan tee'. Trong khi xem xet lam vice the nao vdi nhiing gia dinh co van hod va thanh phan dan tee khac nhau, nhan vien CTXH can nhdn ra van de co ban thuong tao deng den nhung gia dinh nay. Chang ban, vi met s6 nhOm dan toe thieu s6 nhal dinh co mite song ngheo va bi phan biet d6i

nhien hdn, ho tt co kha nang sit dung chain sac y t6 tam than va cac dish vu ding Ong khac (Ho, 1987, trg. 14-18). Mac dau cac gia dinh kh6ng nen dude lap thanh nguyen matt, mot s6 511 that cd ban killing nen 66 qua. MOt

trong nhung sy time cd ban nay la met s6 gia dinh nh6t dinh co the co cac

nhu cau song co ban hdn nhu cau giai quy6t nhung giao tik phi chitc nang.

I Jordan. C.. & Franklin. C. (1995). Clinical assessment for social workersL Quantitative

and qualitative methods. Chicago: Lyceum.

269

Nang hie van hoa, theo Lum (1999) la "mot boat the kign thfic va ki nang ma nhan vien CTXH phai phat then de dat dude hieu qua khi lam vies vdi cac khach hang' (trg. 3). Lum (1999) va Fong va Furuco (2001, trg. 6) da the dinh ben thanh phan cua tkie hanh nang ]pc van hoa, bao gem nhan biet van hoa, tiep thu kien thite, phat tries ki nang va hoc tap quy nap. Nhan biet van hoe doi hbi cac nhan vier' CTXH hieu va xac dinh dude the gia tri van hoa coy nghia caa khach hang. Thu nhan kign thlte la vies nguai can be nhan ra gia tri van Ma tha khach hang la the manh dude biet den trong qua trinh gitip da. Phat trien ki nang la kha nang thich nghi vdi the gia tri doe dao tha khach hang. CIA ding vies hoc tap quy nap IA sty can thigt cua ngUai nhan vien CTXH tiep tuc tim cac nguen lue, can thiep va dich vu thich hdp vai cac gia tri tha khach hang.

Dillard' da de xuaTt fang the nhan vien CTXH phai hien cac diem eau day ye to vein giao tier) van hoa:

1.Giao tiep phi nem t8 chiem met ti le Ian trong giao tiep vdi cac khach hang, no da clang ve nghia van Ma hdn la giao tiep bang lai.

2. Tiep xae bAng anh mat la tet trong hau het cac nen van hoa nhung khong phai tat ca.

3. Cac eau hOi ma va thing den et; the sU dung dude a hau het cac nen van hoa.

4. Viec phan anh cam xile la ea hieu qua, nhung a' met s6 nen van hoa ee cam thy khong thoai mai vdi nhung ki thuat nay.

5. Phan Ion the nen van hoe khong en van de gi vdi viee thuat lai lai 6. Viec to the hien ban than phai dude sii dung vdi nhung ngtiai a cac

nen van hoa khac nhau. 7. Cae khach hang tit the nen van hoa nghi mot nhan vien CTXH

thang than se la ngtiai giup do, dua ra lai giai nghia va lai khuyen. 8. Su tOm tat throng xuyen la pha hdp vdi hau het, neu khong phai la

ta:t ca the nen van hoa. 9. Su dei &au co the la met cong cu phi). hdp trong nhieu tinh hugng,

nhung met so nhom clan toe se hieu nham ki thuat nay la met bAng ehling cua dinh kien.

Dillard. J. (1983). Multicultural counseing. Chicago: Nelson/Hall.

270

10. Moi nen van hon deu coi trong tinh than thue va cdi ma. Mac dau mai diem tren la quan trong, dieu quan trong nhat la kha

nang cua ban trong "thcic hash nang la van hoa."

Gia dinh coa nhdng ngudi tinh dyc d6ng gidi

Mae dau nhigu nha tri lieu gia dinh (la to van cho nhung gia dinh cua ngudi ddng gidi nam va nu gi6ng nhu each ho digu tri cho the gia dinh biet gidi, song eó met se' sit khac Met can phi chicle xem xet. TIM nhat, tinh due Bong gidi la met 161 song khac biet. Vi bi coi thiiang trong xa hei nhung ngudi biet gidi, nhigu gia dinh tinh due dOng gidi thay ho khOng c6 cac ngan hie ma nhCing ngudi biet gidi c6 dude. Cho tdi nay, hau het moi chinh phu van cha cho phep nhitng cap ding gidi nam va a cai nhau, trii met vai truang help ngoai le. Vi vay nhfing cap &Mg gidi thang trai qua met st.i mat dac quy-gn so vdi nhUng ngudi biet gidi do sit khac biet cua ho'.

Demo va deng nghiep 2 tom tat nghien eau gan day cho thy kat qua so sanh gitita cac cap clang gidi nam va nu voi nhung ngudi tinh dye biet gidi. Ho ket luan cac cap tinh due do'ng gidi c6:

• Cung mong mu6n cd moi quan he dei lua dad Lau, Chung thug.

• Cung cac mite do cam xue bi thu but bai ban tinh, sit thoa man voi moi quan he va it gay dei va hdn khi the van de nghiem trong Oat sinh.

• Cimg mite danh gia vg quan he quan Binh, mac dau nhung quan he nay nee nhau d m6i nghien citu va kang ap dung phan cong lao dog yuchOng, truygn thdng de danh ch'g cho su sap xep linh hoat va Chia se viec nha, chi phi trong gia dinh, va vai fro dm moi ngudi trong gia dinh. Cac cap ding gidi nu chic se binh Bang hdn the cap thing gidi nam ve' lao &Ong trong gia dinh.

• Chc mite dO va the loai ttifing to trong mau thuAn (VD: vg tai chinh, tinh cam va tinh due...) nhung vdi nhitng kigu dac trung lien quan den gidi tinh (sat nha, p vdi deng gidi nu, tranh cal vdi ding gidi am), cac khuynh hang tinh due (the hien vdi the thanh vien gia dinh) va dan toe (mau than nghiem trong khi cog moi quan he vdi gia dinh ion la chat the).

Barret. B.. & Logan. C. (2002). Counseling gay men and lesbians. Pacific Grove. CA:

Brooks/Cole 2 Demo. D. H. Allen. K. R.. & Fine. M. A. (2000). Handbook of family diversity. New

York: Oxford.

271

• Nhung mite d6 thoa man va 6n dinh ttiOng tp, nhu ski phu thuee Ian nhau Nth' kha nang giai guy& van dg. Hau het cac nghien cuu chi ra nhang mac de hal lOng tag dgi cao trong nhang eau tra lbi ena ho.

Cac chi dan khi lam vies vdi cac cap tinh due deng gi6i la nhu eau:

1. Hay nhay cam vdi the yeti t6 ben ngoai gay ap hic len gia dinh va rieng hai ngudi.

2. Hay nhan ra nhang diem tudng ang v6i the gia dinh biet gidi ma can gia dinh dung gidi

3. Hay nhan thlic cam xac eiia ban vg gia dinh va tong vies vesi bat cu ski dinh kign ma ban co.

4. Hay dam bao rang gia dinh e6 the he theng h6 trd thing Iuc, va co the bi suy ygu vdi cac gia dinh Ion do mei quan he.

5. Hay nhan ra su mat mat dac quygn cua ho.

Cac tong cy danh gia tinh hinh gia dinh

C6 rat nhigu cling cu co the sit' dung dude de danh gia tinh hinh gia dinh. Trong s6 cac tong cu nay:la cac mAu din thong tin co ban chide sit dung trong giai doan clau tien ma cO the tao cd sa chat chAn cho Wee khdi dau cim qua trinh danh gia. Nei Chung m6i chfic sit dung cac mAu nay theo each khac nhau. Hinh 7.3 la met vi du.

Sd del b62 canh

Sd do bei canh ma to gia dinh trong mei trtiong song cUa ho. Sd d6 b .& canh con xhe dinh va neu 1.6 dac diem not bat cua tinh hinh Ong dgng nth gia dinh dang sinh sag. Sd de nay the hien the y'gu t6 xa hei anh htiang den gia dinh va phan hei cua gia dinh del veil mei trtieng ben ngoai. Sd d6 bei canh gin') nhan vien CTXH thu Wide thong tin vg cac mei quan he gia dinh ea a ben trong not bo va ca ben ngoai gia dinh. Sd de nay dUdc sii dung trong qua trinh danh gia tinh hinh nham gitip nhan vien CTXH hieu dude r5 rang he th6ng gia dinh tudng Lac nhu the nao clea vdi the gidi ben ngoai. Sd de nay cang e6 the sit' dung vdi tang gia dinh, gidp ho hieu re hdn vg gia dinh minh.

De s& dung dude so de b6i canh, di6n quan trong la phai gidi thieu set de vdi gia dinh mot each can ke chi tigt de ho c6 the nAm ducic tee dung cita no trong qua trinh danh gia.

272

Vi du nhan vien CTXH co the bat dau giai thich flint eau: "Tei mueM ye met bite tranh de mo to dude nhign digu vg gia dinh Ong/ba va moi quan he gala gia dinh ong/bA va nhung nhom ngudi hoac to chile ben ngoai gia dinh". Cling can phai nhan manh rang met bile tranh dea khi ce the mieu to moi thU met each re rang hom bai vi tren Hug to do la su minh hoa bang hinh anh ve gia dinh.

Mau din danh gia gia dinh Ten 56 then thoai:

Cac thanh vien gia dinh va Wei Die chi':

1. ThOng tin xac dinh:

2. Van de va mei quan tam dtigc xac dinh:

3. Cac da lieu mo to nhutu6i, h6n nhan, viec lam, giao due:

4. Van hoa, ton giao:

5. Can chat nang gia dinh:

Can vai tro:

Giao tiep Giai quyet van de:

Cac niem tin:

Cac li8n ketiKel hop: Cac h6 trd:

6. Cac the manh va van de caa gia dinh:

7. Cac the manh va van de ca nhan:

8. Tam tat/ Gia dinh:

9. Cac muc Teti:

273

Nguitn

BANG 7.3.

Chinh suet tit Thomlison (2002, trg. 85)

Nhg

Nam J Nu

Co li8n h8

= Quan 114" xung do, t

Lien h8 tich cite

Quan he xa

10. Kg hoach can thiep:

11. Naas/ danh gia va kg hoach cap nhat va xem lai:

HINH 7.4. So de; b& canh

MQt ban c16 ben canh bao ggm mot yang trOn to, cac thanh vion trong gia dinh se dude ye trong do. Hinh vuOng la biaiu ttalng cna nom gioi, \Tong trOn nh6 la bi6u Wong cUa phu nit Ben ngoai yang trail to c6 mot so vOng tron nh6 khac. Nhang yang tron nay m6 to cac ygu t6 ben ngoai c6 Wang tac vdi gia dinh. Hinh 7.4 minh hoa mot gia dinh vdi hai b6 me va hai dita

274

tre, met trai, met gai. Cac throng thing chi ra mei quan he ben trong gia dinh va gia dinh voi cac he theng been ngoai. Ban có thd thay to cac &tong thing va he thong been ngoai, gia dinh c6 lien quan true tiep ho4c gian tiep voi met s6 he thong khac. Ta c6 the xac dinh nhung lien ket thuang thAy giaa Mai va ce con gai Dung trong hai phu nu va giCia Sdn va Ki trong the thao. Huang chi xung oral giva b6 va me chi ra hai ngoai thieu su cung tham gia, cho thAy be me can giAi guy& met se van de What dinh.

So d6 th6 he

Sd d6 the he la so d6 khai quit the mei quan he trong gia dinh &fee the hien dtidi dang cay the he, thnang bao g6m it nhal ba the he. Sd a the he ddOc Bowen va deng nghiep sit dung de do theo cac and hinh hinh vi lap lai trong gia dinh'. So de dang nay ket hop cac bieu Wang pho Bien nham cung cap cho nhan vien CTXH met cai nhin khai quit ye cac mei quan he trong gia dinh va the me hinh c6 the anh twang den gia dinh trong thai diem de. Sd d6 nay cling c6 the' giap ho kiem tra "mach cam mac cua gia dinh trong bei canh lien the he" 2 . Sd de the he con chuyen tai duac cac kien vg ten giao, nghe nghiep, clan toe, hoac cac van de van h6a, benh tat va ca cac van de quan trong khac trong cuec sang neu nhung van de nay c6 lien vans . NO ding m6 to cac Ioai van de trong mei gia dinh nguan gee cna ve hoar eheng. Sd a the he trong hinh 7.5. minh hoa me hinh quan he trong met gia dinh gia dinh.

SO dd the he glop cac gia dinh nhan ra three nhung su kien tai dien hoac rat ren lien quan den mei quan he giva cac the he. Cac gia dinh c6 the nhan ra yen to nao dang anh hung den ho va c6 the giai Guy& cac rat rei theo nhieu each khac nhau trong Wong lai.

Ca sd d6 b6i canh va sd d6 the he deu la nhiing cong cu dAc l fe cho qua trinh dinh gia tinh trang gia dinh va tim ra cac httOng giai quyet cho qua trinh can thiep. Cling gieng nho cac ding cu khac, hai so d6 nay can ducc sit dung c6 su °hung thue cua gia dinh va &tong nhien khong nen ap dung trong tat ca cac dinh gia tinh hinh gia dinh. Khi vide dinh gia dugc hoan tat va c6 the xac dinh dude mue lieu, blidc tiep theo la sii dung qua trinh va phtfong phap can thiep c6 kha nang dat dude aux Lieu nha:t.

' Goldenberg. I.. & Goldberg. H. (12991). Family therapy (3rd.). Pacific Grove. CA: brooks/Cole.

2 Goldenberg va Goldenberg. 1991. trg. 160

275

Fred Clara James Edwina

Bob Dan A.J.

Na chit

Deft quan he

Quan he h6n nhan

Quan hi xa

Quan he Da cue

CO mat' timer'

Chit 1980 Chit 1977 Chit 1972

Song sinh chit 1936

Gerald hit 1980

Li Min

HINH. 10.5. 50 d6 thg hg

Jerry Joan

276

Cac qua trinh va phdang phap

Thuc to cho thay cac haat &Ong time hanh tren d6i Wong gia dinh bao gem rat nhieu qua trinh va phudng phap can thiep. Mac du kha nhieu qua trinh va phudng phap trong s6 do OM hen vdi nhiing me) hinh lieu phap gia dinh co the, nhung cai con lai co the dem ap dung cho tat ca cac hoat &Ong time hanh doi vdi gia dinh.

Khan hoa gia dinh

Khac hoa gia dinh la met phudng phap co the sit dung ea trong qua trinh danh gia tinh hinh va qua trinh can thiep. Dude khai xuang bai David Kantor va Fred Duhl, khac boa gia dinh la each the Men cam nhan gia dinh ve cu xn va hanh dog cua m6i thanh vien trong gia dinh vdi nhau. Khac hoa gia dinh la ski the hien (duth hinh thiic con ngliai) each cu xu va cac mei quan he giOa cac thanh vien qua kh6ng gian, dieu be, thai Met gia dinh co the dude gidi thieu vdi van de khac hoa theo each dtidi day:

Cfie thanh vien trong gia dinh ding trong met can pheng theo cac to the có the phan anh mei quan he cua ho. Cac thanh vien gia dinh thay phien nhau sap xep vi trf dua vac) cac mei quan he. Moi cu chi dieu be, khoang each, cac hanh Ong va cham chuy'en tai y nghia cua vies khac hoa. M6i thanh vien chiu trach nhiem ve khac hoa cu th' cua ho va phai chi clan thanh vien khac vg cac vi tri nen ap dung. Dieu can thi'et la nha khac hoa nen coi cac thanh vien gia dinh nhu la ho dude tao ra tit dat set.

Sau khi khac hoa, cac thanh vien se dude hOi ho cam thay the nao ve each sap x6p vi tri va xem alit lieu co thanh vien nao mu6n thu tao met khac hoa khac khong. Doi khi mot khac hoa gia dinh co the dua ra &toe thong tin ma ban than met ngudi khong y tin:ft dude, hoac no co the chi ra dude m"di thanh vien xem xet cling tinh hueng theo quan diem khac nhau nhu the nao. Bang each dat met ca nhan vao met to the nao do, nguUi do co the bat dau nhan ra dude nguai khac cam nhan nhu the nao va sau do ho cam that)/ quen hdn vdi phan khac hoa cua minh. M6i thanh vien co cd hei bay to cam xtic cua minh khi dude oat vao vi tri trong phan khac hoa cua ngtidi kilt!, tat ca cac thanh vien trong gia dinh hien them dude rat nhieu v .6 nhung gi dang then ra trong gia dinh cua ho, va sau do ho de dang Chia se cam the cua minh vdi nguai khac hdn.

277

Bai tap ve nha

Bai tap vg nha dttac giao cho cac thanh vien gia dinh, ho se phai hoan thanh ben ngoai mei Huang dieu tri va girth cac phan thuc hien lieu phap. Bai tap duet sit dung dudi nhigu dang dieu tri khac nhau va co the ap dung Hong gia dinh nham 011p ho tit bO cac giai phap ho da tha va ap dung cac phadng phap khac de' ea the thay del viec Wang tat va giao tigp Hong gia dinh. Nhin chung mite (Itch chinh cua bai tap la gitap cac thanh vien gait gui Arai nhau ban va hieu dude vai trO cua ho trong tang tinh hugng cu the. Cac dang bai ph6 bign co the la b6 me gianh thai gian rieng vai nhau, cac thanh vien thay phien nhau Lang nghe met thanh vier' nao do ma kitting ngat Lai, hoac bAt buec met thanh vien to lam met viec gi do...

DOA cau hOi

Da, t eau hOi co the la met cong cu can thiep h>tu hieu d6i voi met sg

gia dinh. Ba each dat cau hai thaang chile ap dung bao gem: eau hOi vOng, cau hOi chign Ludt va cau hOi W van.

1341 eau hoi yang

Dat eau hOi xoay vOng co the ap dung khi nhan vien CTXH thu th'ap thong tin vg su khac biet giaa eke thanh vien gia dinh trong cam nhan ve su kien hoac cac mei quan he. Vi du, ngttai be co the dude hOi lam thg nao Ong bigt chicle vg Ong co the gam nhan ye cu xa dm con trai hg. Cach dat cau hai kieu nay cho phOp cac thanh vien biet dttgc ngttoi khac cam nhan nhtt the nao ve ding met van de. Kik 'long tren nInt the nay the hien dolt su Wong tac Hong gia dinh la theo hinh trOn chit kites -1g phai theo duang thang. MO hinh nay Min) cac thanh vien nhan ra sat khac biet va co them thong tin mai vg met cho dg, digu nay co the se clan den su thay dei trong cach cu xa.

1/41 cau hai chi6n Itroc Thong qua eau hOi chign Kw, nhan vien CTXH thAm do y kign cac

thanh vien ve nhang gi can phai thay &M. Trong each dat cau hOi clang nay, nhan vien CTXH da danh gia tinh hinh va quygt dinh can thay doi cai gi. Vi du nhan vien CTXH nhan ra each ngtiai chgng sit dung'rttgu da anh haang de'n cu xit caa ngudi vd. Cau hOi danh cho anh to co the la: "Anh dinh se tang radu nha the nay den bao gia?". Neu ngttai chang pha nhan viec

278

uong ruou ciia minh có anh huang den each cu xU cua v 1, nhan vien CTXH se chia ra cac eau hOi khhe nham gidp hai vO chemg nhan thic chicle digu do.

Oat cau h6i tyvin

Viec su dung cac cau hOi tu van nham khuyen khIch cac thanh viers phan anh ve each cu xii , hanh vi oua minh de rei can nhac xem xet cac giai phap km chon mdi. Khac vdi eau hoi chien htesc, eau hOi to van coi the thanh vien gia dinh la ca the doe lap, va ho se tu guy& dinh vg sty thay del Nhling cau hai dang nay dung vai tra chi dan trong vies gitip cac thanh vien xay dung quan diem rieng vg the rac rei trong gia dinh minh. Vi du, cau hOi danh cho nguai vo se la: "Theo chi, tai sao chOng chi lai suet ngay thing ruou nhu the?".

Lieu phap da gia dinh

Lieu phap gia dinh tong hop chive bat &au &di Laqueur vao nano 1950. Cac nhOm nay bao gem ben dgn sau gia dinh. Nhan vien CTXH gap go cac gia dinh nay dinh ki hang tuan. MO hinh lieu phap da gia dinh ban dau dtiOc thue hien gigng nhu nhom lice, u phap, su dung thanh vien dia cac gia dinh khac de dgi chat vdi nhau. Ngay nay cac nhom lieu phap da gia dinh van co the dude sU dung theo each thuc nhu the tuy nhien thUang chtd,c ap dung theo hinh th6e giao due tam li hon. Vi du trong b6i canh digu tri cai nghien cho thanh thieu nien, cac gia dinh có the dude tap hop lai va cung can thong tin vg ma lily.

Thay d6i giao tieP trong gia dinh

Qua trinh thay del giao tigp trong gia dinh then ra nhu mot phan oua qua trinh can thiep dang tigp dien. Cac gia dinh có the tham gia vao nhi4u me hinh giao tip khac nhau, vi du nhu: ngAt ICA, lien tuc tranh cai, thuygt giang, Huai day la met soy plutang phap duct xem la hieu qua:

1. Bat clutdc: cac nhan vien CTXH bat chttdc cac thanh vien trong gia dinh ve tam trang, giong ndi , tu thg, giao tigp va dich eua plutdng phap nay la gitip nhan vien hea nhap dude vdi gia dinh.

2. Trinh diem the thanh vien phai dien mot tinh hueing rAc r6i, hoar viec dien kith se dien ra ttt nhien trong bade nay. Sau do nhan vien CTXH ce; gang dtta ra cac gdi y thay del trong qua trinh.

279

3. Theo TALI: nhan vien CTXH sit dung nen tit, ki hieu, bleu trong, Lich sit va the gia tri gia dinh trong qua trinh giao tiep vdi ho. Qua trinh nay ginp nhan vien Va gia dinh hieu nhau hdn. Bang each sit dung the khai niem va nem ngu gi6ng nhau, gia dinh co cam nhan 01 hdn ye viec c6 ngudi Lang nghe ho.

4. CM clan nghich dien ra khi nhan vien CTXH dua ra cho khach hang hoac gia dinh nhfing chi clan ma ho muOn se bi chOing Day la met pluaing phap dac biet va chi nen dp dung khi nhan vien va khach hang có mei quan he tong viec tot dap va nhan vien CTXH dang sii dung m6 hinh chien thuat.

5. Dat ten 10: goi ten each cu xit cu theo Inking tich cue hon. Vi du met cau con trai luon luOn gay rac rei co the &tee xem xet nhu "met thanh vien c6n chit y" thay vi "thanh vien gay rac rea". Viec thay doi each goi nay clan den viec cac thanh vien co phan h6i khac nhau cle6 vdi hanh vi ho da lam tint& do.

6. Deng vai: cac thanh vien vao vai cu the trong gia dinh va the hien qua trinh giao tiep, cac hanh vi Mut the nao khi ho a vi tri do.

TOM TAT

Trong chuong nay, chang to da thao luan ye vai t're cila gia dinh trong mei quan he vdi thtic hanh true Dep. Viec xem 10 thuyet he thOng da chi ra cac load mo hinh thuc hanh gia dinh khac nhau va sik dung nhieu khai them tudng tu. Chthing nay cling xem xet met soi cac thuyet so cAp aii dung trong tri lieu gia dinh, bao gem Bowenian, cAu trite, kinh nghiem, chien Mee, nhan theic - hanh vi, phan tam, nam net binh quyen va thuyet

gia dinh.

Them vao do, chudng nay nghien cull lien he ban dau gitia nhan vien CTXH va gia dinh cling nlni xac dinh met 1°0 cac van de quan trong cho danh gia cac he thong gia dinh. Nhting de nay bao gem xac dinh van de, cac giai doan cim vOng ddi gia dinh, viec thuc hien chile Ming gia dinh va cac you t6 men tilting. Chtiong nay ding cung cap cac thong tin ye

sd de the he, so de boi canh la cac cony cu de danh gia gia dinh.

280

Cac can nhac vg van boa la nhiing y6u t6 dal ch6t trong moi attic

hanh. HiL bigt de"' có dtiOc. nang NV van boa la thi6t ygu d6i voi viec cung cap cac dich vu chuyen nghiep có dao dice. Cu6i cling, mot boat cac quy trinh va Id thuat do cac can b•O' cong tac gia dinh s3 dung cht0c xem xet, bao g6m

khAe hoa gia dinh, bai tap v6 nha, dat cau hai, lieu phhp da gia dinh va thay d&i giao tip trong gia dinh.

281

Ch uang

TANG CIANG VIEC THVC HIN CHOC NANG TRONG NHOM

Viec tham van ye nhom trong CTXH dupe phat trien ding veil ski ra ddi cua phong trao nha O t3 thiOn. Trong khi nhan vien CTXH trong cac t6 chile tit thien lam viec vOi ea nhan va gia dinh thong qua viec chan doan, digu tri va viec phat trign cac ngugn hic, nhan vien cong tac tai cac nha a tfy thien lam viec vii nhom ca nhan, gitip do ha vg viec xa hQi hoa, gido chic, giai tri va to chile Ong Wing. Cong tdc nhom ban dau nay tap trung vao the hoat &ling "thtic dgy cac ca nhAn hanh dOng"'. Cac nhan vien CTXH &lac trang bi ki nang d' lien ket the ca nhan vii nhau xung quanh cac muc tieu Chung va gidp ha thong qua cac hoat Ong giai tri, giao due, xa het hoa, xay dking tong ding de dot dude roue tieu. Anderson (1997) ding rang ba xu hudng nay da tae ding tdi su phat trign caa tong tae nhom. Vao khoang dau the ki XX: cai cash xa hoi, to gin') minh, giai trf va gig° due Lien den.

Cai each xa hei va to gitip minh xttht hien trong b6i cash cac su kien ion lien tigp xay ra trong giai doan 1890 va 1910. Vai su tang cuffing tong nghiep hod trong xa hoi, vdi mot Kiang ldn ngudi nhap cu My va su phat tries cua chu nghia d6 gale, Haile My dang U by& ngoat ye kha nang duy tri the dQ xa hai clan chit va quail binh, ngn tang ma dua tren do nude My duac thanh lap. Cdc ea nhan bat dau n6i len trong thOi II do, nha Jane Adams, nguai da tiro kiem lai su h8 tra chung Cho ngn xa hQi clan chu vi lqi ich caa xa hOi va ski hoa hap Chung Vac va tang lop xa hat. Ba da tap trung no hie vao giai guy& cac to nan xa 110i va dna xA hQi len mitc do nhan dao cao Ca 'Kin (Anderson, 1997). Chfnh nhang ca nhan nhu Jane Adams da dua cong tee nh6m len vi trf hang dau tha ski nghiep dui giap de tao ra nhung thay dgi trong xa hal thong qua xa hQi hoe va xay dung Ong ding.

Giai tri zugt hien trong theii ki nay la kelt qua clia su phat tri6n the t6 elnic nhu YMCA, YWCA, cac nha a to thien. Cac phong trao huang dao sinh

Toseland, R., & Rivas, R. (2001). An introduction to group work practice. Boston: Allyn and Bacon.

282

nam va n3, va cac trung tam cong deing Do thai'. Nhang to chic giai tri ban dau nay tao da oho viec xac dinh thai gian lam viec trong ngay cu the hdn, cling vdi qua trinh cong nghiep boa cim nude my. Khi nhang ea nhan ed them nhigu thai gian ngoai cOng viec, the hoat Bong hat dau phat trign de lAp day khoang thai gian ranh rea nay. Phong trao nay tap trung vac) tat ea nhfing ea nhan va khOng xac dinh nhom nao can dich vu hdn nhom nao. Nhang no lac nay nham dgn viec dua the ca nhan lai gan nhau de giao tigp xa hoi va tao ra hoat Ong'. Cac nhan vien CTXH nha Grace Coyle da tim kigm nhang phadng phap phei hop quy trinh giai tri vao su phat trign lien tun cila the ca nhan thong qua viec giao tip xa hOi cem ho vdi nhau. Nhang ngadi khac tap trung vao cong tac nhOm nhii la met lieu phap'.

COng cage giao due tign bo d dau the! ki da mang lai nen giao due tgt hdn eho cOng ehting thong qua the bien phap khac nhau. Anderson litu Sr rang hai trong nhang nguyen tag chi dao la — "hoe thong qua lam" va "hoc thOng qua qua trinh giai quygt dan chi, cac van dg trong nhOm" — da dine dAy cling the xA h'ei theo nh6m khong chi trong giao due quge lap ma trong ca phong trao cai each la heii. 'Prong tam la h6 tro phong trap hadng tdi mgt chg do xa hei dan chn va hen kgt the ca nhan ding lam viec vdi nhau.

Thap nien 1930 en anh httang sau sac dgn cong the xa hei va mgi quan he giCia cOng tac nay vdi cOng the nhOm. Cong the nh6m chinh Hale tra nen Wan lien vdi cOng tac xa hei tai Hoi nghi COng the xa hei nam 1935. Mgt s6

cOng trinh nghien ctiu thuc nghiem khac nhau dude tign hanh vao khoang thdi gian nay da gAn CTXH vdi phong trao gia gin su lanh manh vg mat tam than. Cong tac nh6m rg rang la dang tach ra khdi row dich giai tri thuan ttiV va dude sa dung trong the benh vien, trong the t6 chic cham sec tri lieu van

de' tam thAn. Cu the trong Thg chitin tha hai, hoat Ong nhom tra thanh mot phadng phap thigt ygu M lam viec vdi cac cuu chitin birth vi thigu can be dude dao tun vg chAm soc site khoe tam than. Qua trinh ding tac nhom daeic tip tut theo nhigu phadng that khac nhau trong nhang nam sau do, dude sit dung trong lieu phap digu tri, giai tri, giao due va giao tigp xa hoi. Mal quan hg khOng no rang caa no vdi CTXH dugs xac dinh ra htln van ream 1955 khi Higp hgi Nhan vien CTXH mg ten thanh mot trong nhing to chic thanh lap nen HiOp hei Qugc gia nhan vien CTXH (NASW). Cong the nhOm ding tra

L2.1 . Anderson. J. (1997). Social work with groups. New York: Longman.

283

thanh met phtking phap doan kit cat yang va tang &Ong trong van de cu thg nhung nam 1960. Ngay nay, ding tac nheim van tiep tue dude sit dung rang rai va dude giang day trong su nghiep dao tao CTXH.

Cling tan nh6m

Ngay nay, cong tee nhom trong trong hoat Ong CTXH bao gem hai icie Wong rieng biet, met danh cho boat deng nhom trong muc dich tri lieu va met lien quan den cac muc dich khde nhu phat trign ceng dgng, lap k6 hoach va hieu qua tha quan li hanh chInh. Toseland va Rivas (2001) dinh nghia ding the nhom la "hoat deng hudng den muc dich dieu tri nh6 Ara cac nhOm lam nhiem vu nha'm dap ung the nhu eau kinh ti xa h'ei. Hoat Ong nay hu6ng tdi cac thanh vien ca nhan eila met nh6m va tbi ca nh6m trong met he thing cung cap dich vu" (trg. 12). Dinh nghia nay xem xet tam quan trong cua nhom tri lieu va nhom lam nhiem vu; tam quan trong tha pintong Eh& lam viec voi ea nhan trong nh6m ding nhu ea nhom.

Cac Ion' cong tan nhom

Cac loai cOng the nhOm khac nhau ce the bat dau to rat Om va da dude klthe biet hoe. Cac phudng phAp eau tien la dinh huang vao nhiem vu va tri lieu. Chung 41 nen tang cho nhigu loai cong tac nhom khac nhau. Mat trong nhting tai lieu chinh di kom voi su phat trign tha ding tac nhom xa hin la "Cac m8 hinh cOng the nhom xa hei: Nghe nghiep va di san" an hanh nam 1962 do Papell va Rothman. Bai bao nay da the dinh ba me hinh cong the nhtim: mg hinh cac muc Lieu xa hpi, me hinh tudng hd va me hinh ctieu tri. M6 hinh the muc tieu xa hei "tap trung vac) giao tiep xa hei cac thanh vien vbi cac gia tri xa hoi dan ch6", nhAn manh tam quan trong tha quygt dinh nhom va gia tri tha cac hoat dOng nhom trong viec higu nen dan au. Cac t6 chile nhu YWCA, throng dao sinh nu va nha a nhan dao flip tue sit dung phttOng phap nay de mang lai the thay dei trong nhom 2 .

MO hinh Wang hti tim each thiet lap su to giup minh, he th6ng trd giup lhn nhau gitip the thanh vien tim they su can bang Oita nhu cau tha ho va nhu thu cUa xa hei. Nhom Chuang phut vu cac thanh vien dat dude muc tieu cua minh, khi trd giup Ian nhau. Diem nhan la lam viec voi nhom nhu met m8i trueng tri lieu thay

1 . 2 Toseland. R.. & Rivas, R. (2001). An introduction to group work practice. Boston: Allyn and Bacon.

284

Me hinh chila benh nhan manh vao sV tien be cna ca nhan tit each giai quyet yen de va tap trung vao tra lai hoac phuc hei hanh vi cho cat thanh vien. Nhan vien CTXH (long met vai tre quan trong trong kik nhom nay va can thiep true ti6p. Vi du la met nhOm tri lieu trong 136i canh trai benh nhan tam thk, nghia la beg canh chila benh hoac a khu ben earth (Toseland & Rivas, 2001).

Mac (Lau nhiTing Binh nghia ban dau ye tong tee nhom dot ra cho the loai hoat dung nhom khac nhau, nhfing hoat clang e6 tam quan trong vdi nhan vien CTXH ngay nay IA the nhom dieu tri va the nhom nhiem vu. Toseland va Rivas (2001) cho rang cat nhOm dieu tri co nam emu dich: ho trO, giao due, phat trien, tri lieu va giao tigp xi hoi. Cac nhom nhiem vu throe coi la khac biet hod nho met s6 cac dac tinh Iva chop. NMing ngUai c6 muc tieu la phuc vu khach hang bao gom cac dei, the hei nghi chtia benh va sV phat trien nhAn vien. Nhung ngtthi cb muc tieu la phuc vu nhu eau cua t6 date bao gem cac uy ban, not cac va ban giam dove. Cac nh6m hanh dog xa hoi, hiep hei, us, ban dai bieu la cac nh6m nhiem vu phue vu ceng ang. Trong chudng nay, cluing to thao luan hai loai nh6m cd ban, nhom dicta benh va nhom lam nhiem vu.

Mom lam nhiem vu

Nh6m lam nhiem vu c6 the dude dinh nghia la nth:Mg nhom "co muc dich n6i bat IA hoan thanh met rime Lieu khong phai la ben trong cling khong gan tickle lief) tdi cac thanh vien trong nhom" (Toseland va Rivas, 2001, trg. 15). Theo dinh nghia nay, muc tieu cite nhOm la mang lai lqi ich cho met nhom nhieu ngudi hen. Cac nhom thudng rap trung vao thay met yeeu to trong mei truong thong qua viec dua ra the tai lieu, bao coo, tudng chinh Bach va the hei nghi ve van de xd hei. Anderson (1997) ket luan rang to viet tat TACIT rat huu ich de tim hien cac btidc a qua trinh giai guy& van de trong nhom va each tien hAnh cac nhiem vu dm. nhom. TACIT la viol tat ka task orientation, accommodation, communication, integrative problem solving and task completion (c6 nghia Ia dinh h&c/1g nhiem vv., sap x6p, giao tiep, giai quy-et van dg hoe hop va hoan thanh nhiem vu). C6 nhUng buds trong quy trinh phat trien nhom dude bat dau bang viec den vdi nhau (dinh Iniang nhiem vu), sU dieu chinh cac thanh vien trong nhOm vdi nhau va yen de sap x6p, cac hinh thile giao tip sau d6 se dien ra giCia cac

285

thanh vien, qua tranh tranh cai va giai quygt van de (giai quygt van de hoa hap) va cha'm deft nhom (beall thanh nhiem vv).

nhieu loai cling tae nhom, Toseland va Rivas (2001) da chia nhung nhom nay thanh nhung loai chinh (1) nhung nhom dat chide muc lieu tha khach hang, (2) nhung nhom dat dude muc tieu to chfic va (3) nhfing nhom dat dude muc Eton Ong deng.

Nhu tali khach hang Nhu ciu caa hi chat Nhu cau cua Ong eking

(1) TO dQi.

(2) Cac hOi nghi tri lieu.

(3) Phat trie"n nhan vien.

(1) Can u9 ban.

(2) Cac not cac.

(3) Ban giam d6c.

(1) Cac nh6m hanh Ong x'a hQi.

(2) Cac lion minh.

(3) Cac hOi citing dal bleu.

BANG 8.1. Phan loai can nhom lam nhiem vu

Str lanh dao trong nhom nhiOm vu

Thuang thi nhom nhiem vu khong do nhan vien CTXH lanh dao Theo mot phan dinh nghia tha nganh, nhan vien CTXH dude dao tao dg lien ket nhom lai gin nhau vi nhiem vu dat ditdc rove tieu. Vai trO tha nhan CTXH trong nhom nhiem vu la cung cap met co ch6 de dap ling Ira hoan thanh muc tieu. Nhan vien CTXH lam viec nay thong qua met lost the hanh vi khan nhau. Anderson (1997) dinh nghia nhiing hanh vi nay bao gom hu6ng clan, cung li, va xuc tao.

1. Htietng clan. De cap dgn the hanh vi tha nhan viola CTXH trong nhom lam nhiem vu. Nhung hanh vi nay bao g6m "dat ra nhi6m vu, chi dinh vai tro, dp dat cac chua'n muc, quan li thei gian, nhung lai, can thiep va gdi g cac thu tvc " (trg. 257).

2. Cung egg. Nei dgn cac hanh vi mang tai sv tang truang va hoan thanh nhiem vv. Viec cung cgp bao gem "dien 6 long yeu thuong, khen

din 6 su than thanh Nth' Yong thou earn, chi ra sV quan tam vii m6i

thanh vien va ea nhom" (trg. 257).

3. Xii 1i. Nei den cac hanh vi gitip nhom hieu va tha'y dude ties trinh van dang tigp tut, nhu "giai thich, lam sang t6, giai nghia, dua ra phan hei VA ghi nhan cac qua trinh" (trg. 257).

4. Xite the. N6i den sV có the Utile day cac thanh vien, tang giao tigp va the hien tinh cam. M61 s6 hanh vi bao gem viec tim kigm cam rue, thach

286

thlic va d6i eau" va "khuyen khich lam viec tuyen chitin vdi cac rao can trong tang viec, va chia se tinh cam" (trg. 257).

Thanh phan nh6m lam nhiYm vy

Thanh phan cua nhOm lam nhiem vu phu thuec vao co eau cUa nhom, chang han nhu nhom lien lc& (met nhom to cheic quanh met van de xa hei), bat' chon hay ban di de tra thanh met thanh vien cua nhom, nhti met ban giam d6c. Trong nhung nit me can thanh vien có the W tham gia, nhan vien CTXH c6 the phai danh nhieu thai gian lam viec vdi tiing ca nhan Ira su qua lai gi>ta cac thanh vien. Gong viec nay rat quan trong cho ski hoat deng lien tut cua nhom. nhung khi ho kheng the lkia chon cac thanh vien, nhan vien CTXH thuang phai tki dkia vao ban than trong viec thtic dVy tien trinh cith nhOm. Neu If Wang, nhfing nhom cO tti each thanh vien ma cho moi nguai se co muc da dang ve tai nang va ki nang can de hoan thAnh nhiem vu.

Trong nth:Mg nhtim ma cac thanh vien duet tuyen chum can tap trung vao nhiing ngudi c6 trien vong cO the mang lai digit gi cho nhOm. Vi du, dal vdi met ban giam deic cUa met co quan phi lei nhuan, cac thanh vien can phai co dac tinh co the mang lai lei ich cho cd quan. Tuang tki nhti va, y, met ban giam d6c dm met cd quan phi lei nhuan gem toan nhfing doanh nhan se can quan diem can bang hen vg hoat Ong xa hoi trong tong dgng.

Cac the] tyc va thyt hanh

Nhan vien CTXH c6 th'e sa dung Id thuat va piniong phdp khan nhau trong nhOm lam nhiem vu de ginp giai quyet van dg, tap trung vao the muc tieu, tao diet' kien cho ski ti6n be ciia can thanh vien trong nhom, thdc day trong nhiem vu, gan ket nhiing bd phan ena muc ben cu6i cung lai vdi nhau. Chung ta da nOi ye met s6 chfic nang cua ngUai lanh dao nh6m, nhung chimg ta cling can phai can nhan cac ki thuat cua cling tac nhOm lam nhiem vu. KT thuat trinh bay a day bao g6m:

1. Ra guy& dinh.

2. Cac k3 thuat nhOm danh nghia.

3. Huy deng tri oc. 4. Vigt ra nhung suy 5. Thu tut nghi vien.

287

Ra guy& dinh: Viet ra quygt dinh trong nit lam nhiem vu la met phan cita qua trinh gthi quygt van de. Quy trinh ra quygt dinh cho pilaf) nhom thao luan ye cac link vue cita van de va di den met s6 ke't Man can thue hien. Qua trinh ra guy& dinh la met khia eanh dau tion cita thao luan nhom. Trong nhieu twang hop, viec ra guy& dinh vg met tit' diem cu the ce the do nhem quygt dinh. Mac dau viec thOa luan to do dOi khi la met phan cim the cuee hop nhem va dOi khi can thiet, doi voi phan lon cac thoa luan có lien quan den van de phai giai quyet. Cac thanh vien cua nhom se thueng ce nhung thAo luan m6 va tigp tut thong qua cac phuang tien ra quygt dinh khac (Fatout & Rose, 1995).

Khi the than luau phat trien, quyet dinh thuong nay sinh flint la met phan cua lien trinh. Fatout va Rose (1995) thtteng nhdc den viec xuat hien cita quyet dinh nhu la "met ski phat trien dan clan, do la lai nhien, caa. su nhat tri quygt dinh" (trg. 17). Su nhat tri dat &Mc khi có met su deng tinh chung gicia cac nhOm vg met quygt dinh cu the. Trong nhieu tinh huang, ski nhat tri dime ua chueng, mac dau no NS met s6 diem y6u nhu viec keo dai thdi gian de dat dude met quyet dinh deng thuan va su can thigt phai co cac thanh vien c6 the thoai mai Chia se quygn luc vai nguei khac.

Trong nhung tinh hueng có ski phan cap, qua trinh ra quy'et dinh se phu thuec vac) met cuec be phieu. BO phigu la met qua trinh ma the nh6m lam nhiem vu có the ra quygt dinh thong qua phuong phap quan binh. Khi qua trinh b6 phieu khong chi la phigu da s6 don gian, ma dai hai met ti . le phan tram nhring ngttai be phigu fang ho cao, nhu hai phan ba hay ba phan W, se khe lion a co met ket qua nhu Y. Fatout va Rose (1995) nOi rang khi ti le cac phieu bau fang ho cao, thi c6 it kha nang han a mot kgt qua tick cue. Khi si dung ti le cao hart, nhom lam nhiem vu thuang có ski quan tam manh me ban vdi kgt qua dm guy& dinh va it ca kha nang dua ra met cuec bb phigu khang dinh. Dieu nay khong có nghia la khong nen si dung phan tram cao nhung viec hieu nhung chi s& la rat quan trong.

Ki thutt nh6m danh nghia (Norminal Groups Techniques — NGTs): Ki thuat nhom danh nghia dude sfi dung a giam matt thuan ce the xay ra trong nhom va tigp tut tao ray kign. N6i chung trong qua trinh nay, the thanh vien trong nhom duct dtia cho met m(5 to ban dau vg van dg va chta ra danh muc y kign cua ho vg van dg trong mo, t ma2 u giay. Sau d6 ho se duct giao met khoang that gian cho trade (vi du 5 phut) de thue hien nhiem vu.

288

Sau giai down lam viec met minh, ngudi lanh ciao yeu eau mbi thanh vien dua ra danh muc y kiln eila minh va can Y kiln chide ghi lai tren met bang trinh bay bang flipchart. Cac y kiln Wong to se dude klt hdp lai va ma reng de bao gem tat ca cac suy nghi da dude tao ra. Moi ST kiln dude thao luan trong hai hay ba phut. Nhiing Y kiln nay dude moi thanh vien trong nh6m xlp hang (tit ttu lien cao nhat dln thap nhat). Thu tit xlp hang chide tinh Loan, ttu tien cao nhat se dude the thanh vien binh bau. Sau do to se có ban xlp hang cae 5, kiln dude neu ra. Ki thuat nham danh nghia la met phttang tien hieu qua trong sang be the hta chon to nhung gi ma the thanh vien cho la quan trong nhat. Viec sa dung flipchart se tilt kiem thth gian de" trinh bay cac buds lien tilp nham xac Binh hia chon culi clang.

Huy &Ong tri 6e (Brainstorming): Met trong nhiing ki thuat chinh met nhan vien CTXH phai dung la huy deng tri 6c. Theo Toseand va Rivas (2001), "huy deng tri 6e dude sit dung dg tang luting cac Y kiln do nhilng thanh vien tao ra" (trg. 360). NO lam tang so hieing the giai phap thay the' thong qua met "tae deng nh6m tang hop" (Steward & Shamdasani, 1990). Huy Ong tri do c6 the e6 co eau hoae khong. Huy deng tri 6c khong co co eau eho phep cac ca nhan len tilng khi có met suy nghi chdt den va khOng bi can tra trong qua trinh. Trong huy Ong tri Oc e6 co chl, nhan vien CTXH lap ra met huang dan eu the). Nhiing huung dan nay c6 thg bao gem nhung digin eau day, theo Fatout va Rose (1995):

1. Khuyln khich viec dua ra rat nhigu the Y kiln de ]wen c6 du Wong nham dam bao rang eg it nhat met hoac hai y kiln phd hop.

2. Phai kim ehl viec phe phan hoAc daub gia nhung y kiln dua ra de the thanh vien trong nhom cam Hay thoai mai va hi do trong trinh bay.

3. Khuyln khich viec klt hop the y ken dude trinh bay vi no se fink day vile sit dung hai hay ba 5, kiln met Mc.

4. Khuyln khich the y kiln la hoac kheng thong thuang de tat ca the thanh vien trong nhOm tham gia.

Viec huy Ong tri do c6 chieu httang lam gia tang cac y kiln cling nhu tang Wang chat Wong eim ehting. Cac lei ich khae, theo Toseland va Rivas (2001, trg. 64) bao gem nhu saw

• Viec phu thuee vao met ngudi c6 them quy6n duce gum

289

• Khuygn khich viec chia se y kign met each cal ma.

• Cac thanh vien cite nhiing nhOm co su canh tranh cao cO the cam thly an toan.

• Dun ra nhigu Sr kign trong met thai gian ngan. • Nhang y kign cua cac thanh vien dude thong bao ngay cho moi ngudi

tham khao.

• Cac kien duct tao ra ben trong chu khOng phai ap dat tit ben ngoai nhom, viec nay co thd lam tang tinh trach nhiem.

• Viec huy dong tri 6c la vui ye va mang tinh to khich

Met digu quan trong la cac thanh vien dude gal Y ma khong bi nth:Mg ngttei khac danh gia hay nhAn xet v6 su hop li trong met tinh hukng cu thd. Cac thanh vien hay 41 do phe phan gdi 51 cua ngttai khac thttang ngan can viec tao ra y twang mot. Viec huy Ong tri 6c co the dung nhatt khi moi thanh vien du co th6 dong gap y kign, h6 tra cho gdi 9 cua cac thanh vien khac va cam thky an town khi co cac lua chan sang tao.

Vigt ra suy nghi (Brainwriting): Met phudng phap ra quye' t dinh khac co the (bloc sä dung trong tong tac nhom lam nhiem vu la viec ra suy nghi. Phudng phap nay co thd ay) dung a clang vai cac nhom 16n. Bu6c dau tien IA chia nhOm Ian ra thanh cac nhOm nhe r6i chuanbi cho cac nhOm nh6 nay sung lam viec vdi nhau va lam viec doe LAT). Budc this hai la cho nh6m met tinh hueng dd ho tap trung ban Juan. Chang han met nhom cac can be cai nghien se duos yeu cau xac dinh nhu cau ma ho coi la lon nhal cho viec dao tao tai chile due tren nhung kh6 khan ho da del mat trong ding viec. Tkt ca cac nhOm nha c6 the dttOc gidi han vao met chit de chinh hoar m8i nhom se duct het de xem xet cac chii de khac nhau. Trong vi du tren, tea ca cac nh6m dgu tra Idi met van de (khO khan), va moi thanh vien trong nhom vach ra danh muc cac kW). khan cua ho tren giky. Sau do, cac td giky dtiOc dat vao giita m6i ban va cac thanh vien trong nhOm nhat met to khong phai cua minh. Trach nhiem cua ho la them vac) cac cau tra 16i cho tac gia. Qua tranh h6 trc va tra lai nay tiep (lien cho den khi moi ngtiai trong nh6m da viet ten to giky cua m6i ngudi. Cac thanh vien thao luan trong nhom nhO cac y kign ma ho da clan ra cang nhu cac y kien nhan xet caa ngUbi khfic, sau do nhom nhan xet ve chu dg. nit nguai t8 mM nhOm dude yeu cau ghi chep lai nhung thao loan va tom tat lai ghi chep nay trong nhom 16n.

290

ThUeng thi torn tat nay se dude vigt tren mot to giey ldn, sau do se dupe than luau trong nhom lOn. Sau qua trinh nay, nhom lOn t6 ciao than luan de Chia se th6ng tin va dua ra quygt dinh. Trong truOng hOp cac can b6 tai nghien, nhom len sit dung bao coo cUa cac nhom nha dg tao ra mOt danh theft cac yeu cau dao tao tai chew ma cac Tulo quan Ii va hanh chinh se sei dung trong viec len kg hooch elm cac khoe clao tao nom sau.

Thu tut nghi vien (Parliamentary Procedure): Thu tut nghi vien la mot phudng phap hat hien cho phep cac nhom 1(3n thkic hien chile nang theo moi cd dal de ra guy& dinh. Bat (tau Let nhung nom 1300 a nghi vien Anh. nhung thu tut nay da ton tai va phat trien den ngay nay. Tai nude My, Quy tde trdt curt Robert (Roberts, Eachs, Honemann, & Balch, 2000) throng dude cox nhOm lam nhiem vu set dung de that hien muc tieu cua minh. Toseland va Rivas (2001) ltiu rang ph'an ldn thu tut nghi viOn duct quygt dinh bai cac kign nghi do nhung thanh vien trong nhOm. NM-Mg kign nghi nay bao g6m:

1. Cac kign nghi dupe dac quygn la cac quyel dinh dude talc hien nhu mot phan cira chudng trinh nghi set dia cut)c hop, thong han nhu khi hoan mot ki nghi.

2. Cac kign nghi khong col yell la nhiing kign nghi yeu eau lam sang to cac thu tut. Cac kign nghi nay c6 the la vg "trat tu" hoac vg "thong tin".

3. Cac kign nghi phu trO giai quygt cac kign nghi tai ch6. NhBng kign nghi nay co thg IA d6e seta dei hoac dua ra thao luan mot kign nghi.

4. Cac kign nghi chinh giai guy& cac van de ldn cUa nhom. Cac kign nghi chinh co the di trade cac kign nghi treo, khong bao gem kign nghi dac quyen, kign nghi khOng cot yeu va kign nglhi phu tro. Vi du la viec xem xet Iai mot kign nghi hi din ra thao luau.

Nhfing thu tut nay mang Iai mot phudng tien dupe cd cdu cho hoot &Ong cua nhom. Thdang set dung trong nhung nhOm ldn, thu tut nghi vien dupe thigt kg a dam bao rang moi thanh vier' cem nhom co cd hOi tranh cai va thao than cac quygt dinh dude de xuat. Nheng hog dOng nay dam bao cho cac thanh vien rang y" kign cua ho duce long nghe va nhOm so theo guy chg dg xem xet cac gdi 37" cua ho. Mat khae, gas: thAnh vien co the cam thgy ho kheing phai la mot phan len trong qua trinh nhu ho mong mu6n. Viee

291

giai quygt nhang van de theo co eau do c6 the tan ra sti do du dm the thanh vien vi ho khang c6 nhieu kign tranh luan va n6i nang kh8ng thoai mai trdde cot nhem Ion. Vi cac guy& dinh dude dda ra do da so, thu tvc nghi vien eg the dan dgn nhfing cam gine kheng thoai mai khi ai do gat ra sv phan dgi cua thieu so. Them naa, thu Luc nghi vien kheng phai IA met phuang phap giai quygt cac van de phut tap. 06i vdi viec giai quygt van de lon, phdc tap, tea hem la hoi met nhem nha din ra do xuai cung cap cho nhem Idn a co quygt dinh cu6i

Nhom digu tri Nhom dieu tri: nhem co muc dich chinh la dap fang nhu eau tinh cam

xa hei caa cac thanh vien. Mac dich ena viec thAnh lap cox nh6m dieu tri nay co the bao g6m viec dap 8ng nhu eau caa cac thanh vien trong viec ho tro, giao due, tri lieu Wet trien va giao tiep xa hei (Toseland va Rivas, 2001, trg. 15). Nhang nhOm nay thddng dude coi la nana trong boi canh chtia tri nhu benh vien, khi chila tri td, trong met ed quan hay met banh nhan digu tri ngoai tri. Ce cac loai nhom trong nhem digu tri sau day:

1. Nhom ha tro IA nhang nhem lien kgt the ca nhan lai vdi nhau de clang nhau trO gitlp, Chia se quan tam va thue hien the hoat clang. Nhem ha tre co th6 din ra trong nhieu boi canh nhu nha thd, nha trdang, cac call lac be xa hei, cac gia dinh, t6 chic tong d8ng va cac to chile dich vv. Mac tieu cua nhern ha tro la gitip da cac ca nhan giAi guy& eang thang trong cuee song hang each mang lai cho ho cac ki nang dgi mat hieu qua. Nhfing nhem nay giup duy tri ye cung cap su khich 10 cho cac thanh vien. Cac Id nang dgi mat hieu qua (Woe phat tridn thong qua su qua lai Oita e'en thanh vien trong nh6m voi nhau.

2. Nh6m giao due cung cap th8ng tin cho cac thanh vien trong nh6m. Thong thuang, met phan died gian cho nhan vien CTXH trinh bay the tai lieu vg met cha de. Vi du, met nh6m gia dinh gap nhau de thu thap thong tin vg viec sit dung ma tuY trong gidi tre. Them vac) viec trinh bay the tai lieu mO pham, can be' cilia ra cho nhem cox cc; hei de thao luan cac thong tin voi nhau nham hoc tap kinh nghiem eaa ngdai khae. Toseland va Rivas (2001) geli y rang khi cac thanh vien trong . nhem dä throe hta chon, nhan vien CTXH nen can nhac Mile de kign Haw cua cac thanh vien trong nhem ve clui de a tat ca cac thanh vien ce the tham gia.

292

3. Nhom phat trien uttoc thigt 1(6 de he tro cac thanh vien dat dtiOc tiern nang cao nhat ena ho, chting khong dttOc thiet kg cho cac van de chila tri nhu trong treeing hop nhom digu tri. Cling hie do, cac thanh vien lam viec vdi nhau de cai thien va tang curing cuec sting cua ho. Khai niem vg nhung nehim nay dtla mot phan tren hinh eita Maslow (1971) ve' tv thtic day minh. Trong m6 hinh nay, ca nhan tim each phat trie'n them sau khi da cam they thoai mai ye the nhu cau sinh li, an town, tinh cam va stfi tet tin. Trong met nhom phat trign, so ne ltic cua mOi thanh vien tkt fink day dttOc khuygn khich thong qua giao tiep. Thong qua giao tigp vdi nhau, cac thanh vita di the ma rong hanh vi cua ho.

4. Nhom digu tri tim each gitip dd cac thanh vien giai guy& van dg ea nhan, (lei mat vdi nhfing su chuyen dich va bi kith cua cuQc ddi, va lam viac thong qua car yen de" tam li hoc. Trong nhom digit tri, cac \Ten dg có the la tudng to (nhu met nhom nhiing nguoi bi tram cam) hay- khac nhau (nhu met nhom cac benh nhan tam than not trti) phu thuec vao cac ca nhan trong nh6m. N6i chung, cac thanh vien se lam viec doe l5p vdi muc tieu riling cUa ho ILA hop tae trong mug tieu cua. nhom. Nhan vien CTXH chtOc coi la met chuyen gia c6 the tro gin() khAch hang giai quye't cac ven de ctia ho. Thong thudng, nhan vien CTXH se lam viee vdi men ca nhan thy lac va tham gia vdi nguee khac khi ho cling di theo. Da co nhigu thao 1u4n vg phudng phap chon cac thanh vien cho nhom di6u tri. Yalom (1995) de ra rang de mot nh6m cO hieu qua, cac thanh vien nen 06 sift manh ban nga bang nhau khi lam viec vdi nhau trong cling met mei truang tinh cam. Sec manh ban nga a day cei nghla Ia khi nang dtta ra li le, Mk ngtidi khac, duy tri dude met mite de to nhan thee va ttt chi. Vi Ti do nay va nhUng li do khac, met nhan vien CTXH thttang kheng phOng van lei danh gia met nhOm truck khi lam viec vdi nhOm.

5. NIMm giao tigp xa hoi gill() do nhung thanh vien "hoc cac ki nang xa hfii va cac Meth vi dude xa hei chap nhan de ho co the thOc hien chic nang hieu qua trong cling dOng" (Toseland va Rivas, 2001, trg 27). Nhieu hoat deng trong cac nhom giao tier) xa hei a With dung bei tap thtic hanh hay cac tro chdi. Chang han trO chdi dong vai cho phep cac thanh vien trong nhOm )(a hei thue tap ki nang mdi vdi cac thanh vien khac trade khi thit trong the gidi thoc. Vi du ve nit giao deep xa 1161 la nh6m giai tri trong met can lac b& nam hay nit. Thong qua cac hout ding, nhiing thanh nien

293

dUac day each giao tigp vdi nhau, giao tigp hieu qua lion va hoe each hoat do, g trong nhom.

Lanh dao trong nh6m di6u tri

Lanh dao trong nhOrn digu tri c6 the Ice den to vai trO huong clan (nh6m tri lieu) va vai trO kheng lanh dao (nhom h6 tra). ThOng thuong thi vai trO caa nhan vien CTXH duet guy& dinh ha; loai hinh va rune dich caa nhom. Wit s8 nhom, nhu nh6m xa hei hoa c6 the c6 ea lanh dao Intang clan va khOng httong clan. Phan nhieu vai tro lanh dao duct quygt dinh bai kha nang tha cat thanh vien va su phtic tap tha cat hoat &Mg trong chafing trinh (Toseland vb. Rivas, 2001). Cae nhan vien CTXH trong cac nhom chila benh phai hieu rot ro muc dich coa nhom va phttong phap ma cac ea nhan mu6n dung de dat dude mue ditch nay. Cae nhan vien CTXH hoat dung trip tigp thttang lam viee vat cac nhOm digu tri va nhieu nhOm digu tri se dOi hOi ho phai cb vai tro lanh dao tich the. Vdi vai trO nay, nhan vien CTXH can phai bik ro th tro.ch nhiem va hoat dung caa ho trong nhom. Nhigu thanh vien trong nhom se khOng higu phuong phap lam viec caa nh6m, vA met phan vai tre caa can be) la phai lam cho ho hieu.

Corey' da dinh nghia ehlte nang caa nhan vien CTXH trong nhom tri lieu nhu sau:

• Day cho nhiing nguai tham gia met se; hutting clan cd ban va cac }Anteing phap tham gia tich cue de tang co hei cho mot nh6m c6 hieu qua.

• Phat trien the not quy va thigt lap cac chuan

• Day vg nhung digu cd ban trong quA trinh hog &Mg tha nhom.

• H6 trd cac thanh vien trong viec din dat n6i so va mong main caa ho cang nhu co gang phat trien su that.

• MO hinh hoa dinh hMing caa hanh vi tri lieu.

• cai ma vdi the thanh vien va e6 mat Tile finch hap nhgt vdi

• Lam sang to viec phan Chia nhiem vu.

• Gitip do cac thanh vien thigt lap mue tieu ea nhan dinh.

Corey, G. (2004). Theory and practice of group counseling. Pacific Grove. CA: Brooks/Cole.

294

• Lam viec cai ma vai cac nei lo ve cau hOi cua nhang thanh vien.

• Cung cap met mac do cua co du a klaing tang ski doe lap caa cac thanh vien cling nhu khong khuygn khich viec tp and mom qua nhigu.

• H6 try cac thanh vien trong viec Chia se nhang suy nghi va tinh cam cua hy ye cai dang xay ra trong bei canh hien thai.

• Day cac thAnh vien the Id Mug giao tien lien nhan nha Lang nghe va tra lei Hell cue.

• Danh gia nhu cau cua nlibm va he try de dap ang nhfing nhu cau nay.

Khi nhom ti'ep tvc boat deng qua qua trinh tri lieu, met viec quan trong la nhan vien CTXH phai tao diet' kien cho n8 hp cua cac thanh vien de hating tai mac tieu tri lieu. Met se thanh vien se khong Hen be cling nhip vai mm ngadi, va khi nhom Lien den giai doan mai, cac thanh vien se can den ski lanh dao trong nhom. Phtiong phap cac nhan vien CTXH lam viec th8ng qua nhang giai doan nay dude thao luau trong phan sau cua chudng.

Thanh phgn caa nhom digu tri

Da c6 nhieu thao luan vg thanh phan cita nhom digu tri trong yang vai thap ki qua. Tuy thuOc vao loai hinh nhom they tri, thanh phan có the ma de nhan vien CTXH lkia chon hoac c6 the dude quy Binh W trade. Vi du, trong nhOm h6 trq, cac thanh vien co the hia cho chinh minh dva tren nhang van de ma ho co chung. 'Viet nhom he try cho cac ca nhan da trai qua li hen IA met vi du. Trong nhom giao tier) xa hOi, cac ca nhAn thtiang tV chon vi ho mien c6 met ki nang mai, Chang han, met dei bong r6 cho tre em to 6 den 8 Wei se bao gem tre em a de tu6i do.

Trong nhom tri lieu, viec Iva chon thanh vien c6 the phae tap hon. Vi du nhom benh nhan net trti co the ma de cac thAnh vien mai co the tham gia khi ho bat clan digu tri not Ern. Nh6m do co the dang yeti met van de Cu the nhu tram cam. Tug thuec vao co quan hay hoan canh, nhang nhom nay co the doge to clang chon lua hoac dude nhan vien CTXH chon dqa tren cci sa la cac tiou chi cu the. Trong hau het the truang hop , viec can be tV hia chon nhfing ca nhan co the vao nh6m IA met thuan lyi.

Toseland vb. Rivas (2001) cho rang viec bao gem nhang dac tinh va ski da dang trong met nhOm co nhang diem tett. Viec met nhom bao gem nhang ca nhan dang nha't hay di biet co the anh twang den mite do hieu qua cila

295

hoat Ong nhom. Cac nhOm &Mg nhat thuong bao Wean nhung ca nhan a cac do ELI& hoac co moi quan tam gieng nhau. Cac thanh vien trong nhOm dOng nhat CO xu Inking nhan nhau ra hon Ira nhanh gan kit vdi nhau hon trong qua trinh phat tridn cue nhom. Cdc nhom di Mgt goal nhung nguoi ce the "ki nang del mat, kinh nghiem cu'ec sting va mite dO chuyen men" khac nhau (Toseland va Rivas, 2001, trg. 167). Digu nay cho phep can thanh vien trong nhom hoat d'eng nhtt thd nh6m la met the gidi vi me that su, vdi cox ca nhan can giao tidp thudng xuyen vdi nhau. Digu nay cho phep cac thanh vien tInic hanh cac ki nang a hoc tit nhung ngudi khac. Viec kit hap ea ski dOng nhgt va di bigt trong met nh6m se tao ra met cd the co hien qua. Cac ca nhan veoi dac tinh Wong to nhau co thd tra nen gAn kit hon, tuy nhien vdi cac dac tinh di biet vg ki nang va chuyen men ho co the day nhau moi each giao tigp trong thg gidi that.

Cac kithuat va thud hanh

Cac nhom dieu tri sit dung nhigu k3 thuat va thktc hAnh cluing de' co thd tim ra cluing trong chit-1h ban than cac nhan vien CTXH. Chang han, neu nhan vien CTXH ap dung phUdng phap hanh vi vdi met nhOm, ngttai do co kha nang tap trung vac, can thiep ngAn hoac cac ki nang mei, tao and hinh, hugn luyen, va tap duct hanh vi. Trong phan nay chung toi thao luan vg nhung ki nang va bai tap &Joe sii dung thuang xuyen trong ding tee nhOm, bao gem:

1. Cac ki thuat xay dung su gan kit.

2. Cgc Id thuat dE gild quy'gt cac thanh vien de dat trong nh6m.

3. Cac ki thuat gegi quygt the hanh vi kW) chiu.

4. Cac ki thuat d@ OM quygt ski bat dOng.

5. Cac Id thuat de xay dOng su to nhan thitc.

Cac ki thuat thy dyng sit gait ka.t: Sy gAn kit la met yeti to quan

trong dg) nit thanh cang. Kheng co su gan kit, cac thanh vien trong nh6m khong xay dung dude nigm tin va do do khong san long chia se va chap nhan phan hOi vg cac tinh huging cim ho. CO nhieu each khac nhau dg xay dung su gAn kit giva cac thanh vien trong nhom. Met trong nhUng each dau tien nhan vien CTXH can lam la sU dung ki thuat dude goi la "lam tan bang", nhe do cac thanh vigil se biet vg nhau vg mat ca nhan nhidu hon.

296

Met phtiOng phap lam tan bang la chia nh6m thanh nhilng nhOm nhO. Mai

thanh vien cith met nhom nho danh met chit thai gian tim higu vg ngdai khac va giai thieu ngdai da cho ca nhom trong thai gian gidi thieu. Met kit

thuat lam tan bang nda la yeu tau cac thanh vien trong item vigt v6 nhiing digu ho c6 thg chia se vai nhom. Nhan vien CTXH dot nhung digu nay va ca nhom danh thai gian c6 down thin ai da vigt nthang thong tin do.

Ben canh bai tap ban dau nay, nhom se xay dgng su gan kgt dga tren thde thu'ec v6 nhOm va sU sin long la met phan cua ca nhom. De nang cao

ST thdc la met phan ena nhOm, cac thanh vien cua nh6m can sAn long danh met chtit thai gian, tinh cam trong qua trinh elg chia se v6 cuec song ca nhan va cam xtic thing nhu phan (mg can ho. Nhan vien CTXH c6 the ginn cac thanh vien di theo hdOng nay thong qua viec mai the thanh vien trong nhOm chia se vai nhau true tip chit khong yeu thu ho ke vdi can bo. Vigc khfch le thao Man cai ma va than thanh cang clan dgn so gan kgt khi cac thanh vien trong nhgm c6 thO chia se suy nghi va earn xtic tha ho.

Met phdong phap thy dOng sU gan kgt nda la tap trung cac thanh vien trong nhOm vao tinh hinh hien tai dg ho e6 thg dgi mat vdi nhiing digu dang xay ra trong nhOm tai thai diem do. Viec sd dung met su tap trung vao met ltic khac (nhcing viec xay ra ngoai nhom) se han chg su gan kgt gala cac thanh vien va cac ca nhan se chi lam viec vel the van d6 tha ho thong qua nhan vier' CTXH.

Ki thu4t gigi guy'e-t the thanh vier! de dat trong nhOm: Chung to thdang thgy su do OA a thai gian ban dau cua nh6m. NO c6 the la do su mien thang tit phia mot s6 ca nhan khi tham gia, hose c6 thg met so thanh vien bt ep tham gia nhOm (nhi trong the twang hop theo lenh coa toa). Da vi 11 do gi, digu quan trong nhgt nhan vien CTXH can lam la giai quygt su mien edang nay ngay Ede khac. Viec nay co thd duce lam thong qua the tuyen b6 nhu "TM earn Hag)/ can phai not v6 nhcing viec dang dupe tign hanh a day them Mita," hay "Tgi cam thSy su mien Wang a mot so thanh vien khi tham gia nh6m. Hay not v6 digu cac ban dang mien Wang". Ban ce the' n6i v6 viec dang trai qua sU mien ailing nhu thg nao. Chang han, ban c6 thg noi rang: "Tgi cam thAy rgt khong thoai mai va tea nghi met s& quY vi

cling cam thgy nhu vAy." Met phUdng phap khac de dgi mat vdi sg mien wang la mai hoi v6 nhcing diet' dang xay ra trong nhom, v6 vai Ira tha ngttai lanh dao, v6 trach nhiem ma cac thAnh vien se c6. Khi cac thanh vien

297

cua nhom bleu ra nhOm nay lam tic nang gi, ho se ft mien Wong hdn de tra thanh met phan ena nh6m va se san lOng hdn trong viec giai quygt van de cua minh.

Cite ki thuat giAi guy& the hAnh vi Trong vies dgi mat vdi cac hanh vi kho chin, nhan vien CTXH nen cAnh glee vg nhung yeti t6 co

the gay ra nhfing hanh vi nay. it khi cac thanh vien trong nh6m to ra kh6 chin khi kh8ng co 11 do gi. Viec bigt if do va co the giai quyet no trong hoat dOng nhOm se lam duoc rat nhigu de ngan than hanh vi do. Cac hanh vi co van dg nen dupe xem xet khi nay sinh to cac ca nhan. Nhfing hanh vi d6 00 the phan anh ban chat ttiOng Y cam ngtfai de hoac co the la trieu chling caa

met mth quan tam chicle Chia se bai cac thanh vien khdc nhau. it khi nhan vien CTXH la nguyen nhAn cua cac hanh vi do, ye dude khuyen khong nen ca nhan hoa

Khi giai quyth cac hanh vi kith chiu, digu quan trong la phai nhd rang day Fa mot co hei hoc tap khOng chi cho ca nhan ma con cho ca nhom. Viec mang lai thay dei trong cac ca nhan co the tao ski digu khien khi cac hanh vi kho chiu dine khao sat trong qua trinh hoat dung nhOm. Dieu nay doi hOi mot phuong phap tip can dan Wan a dua ra danh muc nhung viac can d6i mat vdi cac hanh vi ca nhan.

Met van de thuang nay sinh trong nhom la lam the nao dE dth mat vdi nhung ngtioi doe chiem cac cube not chuyen Trong nhung truang hOp nay, nhan vien CTXH hay dm thanh vien khac trong nhom phai giai quyet that hop H. Met cd the de giai quyet truang hop nay la nhan vien CTXH chi ra nhling khia canh tich ctic cna van de ngtith do dang not dgn va not rang met digu quan trong la nhung nguai dang, khong va chua phat bieu can tham gia nhigu hdn vao cups not chuyen. Them vao do nhung ngutli dee chigm cac cube he'd thoai can duct you tau nhan phan h6i to nhung noel khac vg digu ho da not ma khOng dude nhan xer. Dieu nay cho cac thanh vien khac trong nhom co hth &toe not va giai guy& van de dE cho nguei doe chigm kia nggi ye Pang nghe.

Mat phoing phap khac giai guy& hanh vi Mao chiu la yeu can sp cho nguei d6 den nhung thoa thuan ma ban da dua ra tit khi bat dau hoat

deng nhom. Nhung thoa thuan nay bao gem cac you eau khac nhau lien quan den each tithe cac thanh vien lam vies trong nhom. Viec nhac nhd cac thanh vien nhfing Mktg den se ginp ho tuan theo cac guy Binh ca sa dO.

298

Ki thun't giai quygt bat d6ng: Khi met nhom di vao giai doan hoat deng, co the nay sinh bat dgng. NMI nhung trudng hqp khhc, nhan vier' CTXH la ngUai Met nhk de nhan ra bat dgng nay va su dung tinh Mang hien tai gia; quygt mai thuan trip tik. Su bat clOng thang nay sinh khi met nguei luu ST co melt dieu clang Men ra trong nhom. Digu quan trong la nhung nguei dang trai qua su bat thing giai quygt true ti6p ngay trong nhOm. Met phtiOng phap lam dude nhu v'hy la yeu eau nhung ngUei dang bat &Ong giai quygt van de trong khi nhom hoat deng. Toseand va Rivas (2001) gai 57' rang cac kl nang lam diu, thtiOng thutht, hoa giai va phan xit ditqc tign hanh trudc khi met su bat deng nay sinh c6 the lam xua tan nhung cam )(tic manh me. Uc phitong phap khac giai quygt bat dOng va mau thuan duoc than luan trong phan sau ciaa chuang.

Ki thu6t xay thing sit tit nh4n tilde: Su to nhan thhic la met thanh phan quan trong de hoat deng nhom thanh tong. Khi the ca nhan di TAM ch6 to nhan thfic vg ban than, suy nghi, cam xtic va hanh vi cua minh, ho có the thich nghi vdi nhung digu xay ra ca ben trong va hen ngoai ho. De cho nhung thanh vien nhan thfic dude, ho phai giai quygt cac van c16 cua ho theo each ca nhan. Nhfing thanh vien khong thoai mai vdi chi ho coi la ch. 'drill cha ho nen dude khuyen khieh thao luan digu nay trong nhom va c6 the di xa hdn elk ch3 trinh Men ca tinh °Ua ho vdi the thanh vien met nhom khac khi clang hi quan sat. Reid (1997) not rang vies to hoc ca nhan nay co the a mat s6 clang, bao g6m: (1) cac hieu biet v6 vice hik ca tinh met nguai thong qua cac bai kie'm tra ve cac dac tinh va cam the khong nhan tilde, (2) thong qua viec hoc hai giva moi nguai trong hoat deng nhom khi ngUai do the hien cac hanh vi de moi thanh vien khac trong nhom phan Ung.

Su phat tri‘n nh6m

Met nhom eO the la d6ng (bat dau va kgt thiic trong met khung thei gian cu the, vdi cac thanh vien bat clan va kgt thtic thing nhau) hoac ma (cac thanh vien tham gia va rat khOi nhom vao cac thei diem khac nhau va vice kgt thilc nhom khong xac dinh vao met ngay cu the). Cac nhom, nhat la cac nhOm &mg di qua Mning giai doan phat trim dude xac dinh. Nhung giai doan nay da dude nhign nha li thuygt ban UM. Corey (2001) dan ra cac giai doan phat trim sau: (1) cac van de trudc khi thanh lap nhom hay thanh lap nham, (2) giai doan dau tien hay dinh inking va kham pha, (3) giai doan

299

chuyk tigp hay giai quygt su chgng dal, (4) giai doan lam vi@c hay sv gain k4t va nang suSt, va (5) giai doan coaai hay cling c6 va lc& thtic.

Anderson (1997) can ra the giai doan va va'n dg nay sinh: (1) tit khi thanh lap/nigm tin; (2) site manh va sq ki6m soat; (3) than thigt, wan gui; (4) khac biet hod/ ski phu thutic Lan nhau va (5) sU chia tay/sU kat thUc. Reid (1997) so sfinh the giai down phat tri6n cua nhom voi con ngUiii qua the buds sau: (1) thai thd Su, (2) thai nign thie'u, (3) nguoi ldn, (4) che't.

Garland, Jones, va Kolodny (1976) dA dinh nghia cac giai doan nhtt sau: (1) trade khi thanh lap va sac manh va su kidm sofit, (2) sU g5n gui va ep khde bigt hofi (3) sr chia tay. Nhiing giai doan nay có thd duct xfic dinh thanh the giai doan ban dau, tigp theo va kgt Ult. Bang 1 cung cap digu cac giai doan phat trio'n ena

Chic giai doan phat tri 'en

Reid (1997) Garand, Jones,

& Kolodny (1976)

Anderson (1997)

Corey (2004)

fat au Tre thd Trutic khi thanh lap, s(tc manh va str kiern scat

Trade khi thanh 18p/ niem tin

Sot manh va sir

kigm soatl to tri

Tat& nh6m hay cac van a trutc khi thanh

i .e. !) nhom

Giai doan tau lien hay dinh Wang va

kham pha

Tier, theo Thu nien

Ngitdi Ion

Sg th8n thigh va sir khac biet

Stt than thief)/ Sir On gai

Giai doan

chuyen beg hay giSi guyet sg cheng d6i

Giai doan lam viec hay ggn ket va nang stilt

Ket thac Chet Chia tay Sg chia tay/ sit kgt thtic

Giai doan cuei hay song co' va ket that

BANG 8.1. Cac giai doenphat trign ctia nhom

300

Giai doan au Giai doan dau la thdi gian len kg hoach va thanh lap nh6m. Trong giai

doan len kg hoach tong tat nhOm, nhan viers CTXH danh thdi gian a len

khung nhung ngtthi se" d trong nhom va lam viec Arai nhiing thOng tin c6 sari nham hinh thanh cac 'nue lieu cia nhOm. N6i chung, so Wong nguai trong nhOm dieu tri thudng tilt 6 dgn 8. Cac quygt dinh vg ai se a trong nhom phai dude dua tren cat ca nhan va st/ hea hdp giaa ho. Cac nhan vien CTXH dash nhigu thai gian cho phan nay thuang cc') kha nang thAnh tong nhieu hdn vai nhOm.

Len k6 hoach nh6m

Trong s6 cac viec phai am trong viec len kg hoach nhOm, co nhcing viec ntut sau:

Thigt lap muc tieu nhom.

2. Tuygn chon va sang 19e cac thanh vien.

3. That trign cat khung gian vat if va tai lieu.

Thiel lap cac muc tieu cua nhOm: Cac muc tieu cua nhom phu thuOc vao cac muc dich. DL hieu r6 cac muc tieu nay cO Mc Ong gi tai viec len kg hoach boat Ming nhom, met dieu quan trong la phai dat eau hei: "NhUng If do de thAnh lap nhOm la gi?". Da day la nhom lam nhiem vu hay nh6m dieu tri, nhan vien CTXH phai dua ray nghia cia viec thanh lap nhom. C6 phai muc tieu la giao due thanh vien cat benh vg tri nao hay la

no he d@ t6 chile met khu vue xung quanh van de clan ngheo? Day e6 phai la met nhom digu tri cho cac thigu nien bi lam dung tinh due hay met cuec hop dude len kg hoach cho uy ban tai ehfnh cua ed quan? Nhung eau hOi nay lam khung cho cac li do ma nhom dude phai tri6n. M'Ot y nghia chung cho phep cac thanh vien nhom higu dude huOng di cna.nhom. Mae dau m9i thanh vien trong nhom de ra quygt dinh v6 vai trO rieng cua ho trong nhOm, met Y nghia tong quan cho ho ranh Mdi vg vai tro va muc tieu ca nhan cua minh.

Viec thigt lap ra cac muc ben cua nhOm cung lien quan dgn viec tai trd cho nhom. Mot t6 chuc, met nhan vien CTXH hay met thanh vien c6 the dgn vOi ii Wang iing ho nhOm. Li tuang nay ding \Tbi muc dich cua nhOm dat nen tang cho cac hoot deng cim con nglibi. Met t6 claim quan tam dgn viec

301

set dung ma tug' trong thieu nien eó kha nang bao gem nhUng muc tieu nhom khac nhau him la nhung nhom do ehinh thieu nien lap nen. Cuel

muc tieu cua nhdm bi anh Miring bei li Wang cim cac ca nhan hay t6 cluac tai trO va uric muOn cua thanh vien.

Tuyen chon va sang loc thitnh vien nhom: Cac thanh vier' nhom cO the duct nhan vien CTXH, t6 chiic hay ca nhan Iva chon. Nhigu khi, nhan vien CTXH trong met ed quan hay met t6 eh& se thal'y nhu cau thanh lap met nhom co the va dat ra viec thanh lap nhom trong khi di tim cac thanh vien tigm nang. Trong met se/ truang hop knee, c6 the se t6t hen khi phat trien rave tieu tru6e khi tuy6n chon thanh vien. Kling c6 met hieu diet ski sac vg muc Ceti, kha nang xay ra IA met s6 thanh vien se khong phii hop yen nhom. Viec Iva chon thanh vien c6 cac muc Lieu phQ hop vdi muc tieu cua nhdm va cee muc tieu han dau de clang tao digu kien cho viec tham gia va tang along giao tigp. Mgt khAc, neu cac thanh vien trong nh6m &tot Iva chon sem, moo tieu dim nhom c.6 the tra thanh cu the, cling hueng vdi cac nhu eau va tide mu6n cUa thanh vien thong qua viec ho nhap vao cac thong tin.

Qua trinh tuyen chon thanh vien la khac nhau yea mgi nhom. Trong cac nhOm digu tri, cac thanh vien duct tim tha'y khi nhan vien CTXH thief hap nhu eau cho nhom. Cac trUeng hop eim nhan vien CTXH khac di the goi cho the thanh vien tigm nang. \Rh mot muc tieu va muc dich re rang, nhan vien CTXH se de clang hen trong viec dank gia nhung ngttoi c6 the phu hop vdi nhom. Khi cac thanh vien oda nhOm da duct xac dinh, nhan vien CTXH c6 the bat deu thu th'ap du lieu vd cac thanh vien, vg roue tieu va muc dich ena ho d6i vdi nh6m. Viet nay cling cho phep cac thanh vien c6 tigm nang not chuyen vdi nhan vien CTXH de xem ho ce phit hop vdi nhom khong.

Trong cac nhdm lam nhiem vu, cac thanh vien tigm nang thttang duct tuyen chon vi chuyen men, sue manh, sv quan tam eda ho trong viec thVc hien muc tielu oda nhom. Doi khi nhan vien CTXH phai lam viec vdi nhung ngUai khac de Iva chon throe cac thanh vien phi hop. O nhiang tinh hu6ng khac, cac nha lanh dao ce the dua ra quygt dinh ve viec ai se ginp nhOm nhigu nha't de hoan thanh nhiem vu. Trong met so' nhom, nhu cac Ong dOng trong \rung, viec hia chon thanh vien cO the khong xay ra vi moi thanh vien trong yang dgu c6 quygn, It hogc nhigu, gigi quygt nhiem vu. Ngt.toc lai, trong met ban giam d6c co quan CTXH hay cac thanh vien cUa met t6

302

chile c6 the hia chon nhung nguai cu the de tham gia van nh6m vi nhiing dac tinh ca nhan va chuyen mon. Khi cac ca nhan quyet dinh lieu co tham gia vac) nh6m hay khong, viec Chia se vai ho nhung thong tin ban c6 ve t6 chac hay ed quan do se rat hitu hieu. Dieu nay cho phep cac thanh vien dem nang to sang loc ngu ho kh8ng phi). NI) volt mue tieu hay khong quan tam den nhom.

Phat trie'n khong gian dia 11 va tai lieu: Moi truang de nhom gap gt) la rat quan trong cho qua trinh hoat &mg. Cac khu chat chiii hay bau khOng khi nget ngat c6 the anh hoong den thai dp va tam trang cua nhOm. Nhan vien CTXH nen shay cam vdi \Tail de rieng to va dia diem dude chon phai dam bao la rieng biet. Them naa, dia diem can phai phu hOp vOi giao tiep mat del mat. Met phong co cac bAn bi gan vao sari nha khong phu hOp vai cac hoat deng caa nhom.

Cac tai lieu silt dung trong qua trinh float deng nh6m phu thuec van kik nhOm. Trong met se nhOm digu tri, viec chua'n bi cac tai lieu la khOng quan trong vi t.1.1 nhom do se Intong dan qua trinh va chi silt dung nem nga va nhung hanh deng phi lai. Trong cac nhom digu tri giao due tam li hoc, se can thigt phat trien tai lieu vi trinh hay la met phaU cua qua trinh hoc nh6m. Cac nhom lam nhiem vu not rieng se silt dung nhung tai lieu do ngoai lanh dao va tu cac thAnh vien chu'an bi de lam viec cua minh. Trong met s6 nh6m, thanh vien c6 the nggi tai ban va tai lieu dude phat ra moi ngoat sit dung. Tuy nhien, trong met se truang hOp, met cai bAn co the khong phi) hop vi ne lam han the giao tiep phi lai (Toseland va Rivas, 2001). Mai truang ciia phOng hop phai phu hOp vdi cac muc tieu cUa nhom.

Hinh thanh nh6m

Viec hinh thanh nhom cling Wen ra o giai doan dau tien. Ski tu tap vai nhau cua cac thanh vien trong nhom co the la met tinh hufing nhi. Cac ca nhan tham gia nh6m vai met chuan mue dude nhan thac trtidc ve chuyen no se nhti the MM. Nhang mong ddi va kinh nghiem trot& do cUa h9 vdi ode nhom Wong tki se hinh thanh co eau ling xu. Garland, Jones, va Kolodny' gan thai ki nay viii thuat nga phoong phap tiep can (approach) va nhung

Garland, J.. Jones, H.. & Kolodny, R. (1976). A model of stages of group development

in social work groups. In S. Bernstein (Ed.), Explorations in group work (pp 17-7I). Boston:

Charles River Books.

303

dieu phai tranh (avoidance). Day la thdi diem ma cac thanh vien trong nhom ngai tham gia, klang bik lam the nao de done chap nhan va lieu ho c6 phu hup yoi nhom khOng. ung xi1 cua ho xa each va than trong vi ho man la mat phan eta nhom nhong kheng man del mat vdi rui ro bi loai. Viec man tra thanh met nhom phan anh ode man phu thlac va done ngtidi khac chap nhan. Nhieu nguoi man chia se kinh nghiem aa hp va man dude coi la mot plan cua nhom. Trong giai doan dau tien nay, nhan vien CTXH can phai tat) (ha kien cho met moi trtiong an toan, mat moi troang cO the (lac xdy dung dkia tren lag tin ciia moi thanh vien. Dieu nay c6 the dat dune bang cac he trn moi thanh vien va thiet lap cac chan muc trong nhom. Khi cac thanh vien bat clan thoai mai Ian trong hoan canh mai, ho 65 the bat dau the hien nhieu hdn nun ve minh va lOng tin cia minh.

Vdi stfi thoai mai nay, cac van de ye sue manh va ski kiem sok se nay sinh. Chc thanh vien thOng qua nhung thu nhit cac mue tieu cue nhom va vac ra guy& dinh, va thttang la se co nu t se( kh6 khan clanh cho ngai can bO. Nhung ntaim nhe c6 the nay sinh khi cac thanh vien hei to vdi nhau trong tilt. Dieu nay thoOng tao ra thdi ki man than, trong do cac thanh vien va cac lad gay kho khan cho nhau va cac vai trO cua ho trong nhom. Ski mau thuan nay rat quan trong vi no bAt dau en dinh chan mkic va hinh thanh cac mO hinh giao ti'ep ma nh6m se su dung trong sat thoi gian ton tai. Vai tro lanh dao cua nhan vien CTXH chinh la gap cac thanh vien di qua thei Id nay vac) mot men trOong, trong do ho c6 the (lac dau to nhieu

Khi cac chan mgc da dune thiet lap, vai trO cith cac ca nhan trong nh6m done thiet lap nhu 57" them v6 vies ho dang tl dau trong nhom va ling

ho có vai trO gi trong qua trinh hoat dOng lien tuc cua nhom.

Viec gitip do cac thanh vien trai qua giai doan nay bao g6m mot s6 hat dag. Nhung hoat demg nay la:

I. Lam re cac ehi din va muc &ch.

2. Tao dieu kien cho sit tham gia va giao tierp caa cac thanh vien. 2. Thief lap cac cam ket ca nhan va nhOm. 4. Khang dinh ban than trong mot hoan canh mau thuhn. 5. Dan dat nhom sau mot tinh hang man thuan.

Lam to cac chi dAn va muc Bich: MOt trong nhiing (lieu dau tien phai lam trong met nh6m la gop phan lam re cac chi clan. Nhting chi (Fan

304

nay e6 the la not quy ve phuong phap hoat deng cua nhom, nhiing mong dtli cUa the thanh vien trong nhom, the van dE vg sti girt bi mat, thao Juan sV that. Nhung chi clan nay la dap an tra 1bi cho the eau hOi cua nhCing thanh vien va gitip nhan vien CTXH thidt lap met mOi trtiang an toan. Neu ho earn thay dude bac) ve thong qua the chi clan, thi ho tang de the hien minh hOn. Ngttec lai, viec bao ye the thanh vien ki qua se Igy di stt the hien cith ca nhan v@ nhu eau va cac ehn trong nhom.

Cac mue dish nhom dude xac dinh khang chi b .& cac nhan vien CTXH ma con bai moi thanh vien. Muc dich la met qua trinh tip dien, nhe, do ca nhan trong nhom thong qua viec giao tip vdi ngithi khac c6 the thay dgi mue dich. Cac chUng c& cho thgy rang khi mue dich ena nhom va muc dich dm ea nhan tang kert hop vdi nhau, nh6m co the thanh tong`.

Viec thiet lap sv that co tam quan trong tgi cao trong viec lam ro the chi dan va nay: dich. Khi the thanh vien trong nhOm trd nen thoai mai vdi cac chi dan va hieu ro vg rave dich, ho bat dau tin Wang lam vg su lam vie, e dm nhom ngay ca trong giai doan mau thuan.

Nhan vien CTXH phai nhan ra van de khi met nhom bat dau co hien Wong thieu long tin. Theo Corey, Corey, Callanan, va Russel (2004, trg. 78), van (repay hao gem:

• Nhfing nguai tham gia cham biet viee.

• Cac thanh vien not rat it khi dude hOi ve phan fing cua ho.

• Cac thanh vien co phan Ung tieu eve, chia se nhang phan iing nay rat it hay chi then dat the() each gian tigp.

• Cac thanh vien not Ian man nhung eau chuyen chi tigt.

• Nhung nguai tham gia chi suy nghi bAng tri Oa. • Cac thanh vien and he va tap trung vac) nodi khac thay vi ban than he. • C6 nhCing khoang im lang dai.

• Cac thanh vien den thug site vao "giap de ngtrai khac hay dua ra liii khuyen ma khOng chia se mgi quan tam eim rieng minh.

• Met so ngUdi nhgt guy& rang ho khOng c6 van de ma nhom Co the gitip dude ho.

Bete'son. B. & Steiner, G. A. (1964). Human behavior. New York: Norton.

305

• Nhang ngUni khde khong sail long giai quygt cai and vdi mau thuan hay tham chi chap nhan so tan tai ena mau than.

Vige thigu long tin khong the dua met nhom vudt qua mau thuan va di vao giai doan tiep theo. Thigu long tin co the mang lai the thai de, danh grid t8 mot so thanh vien. Ltie nay, can b0 can khong dinh minh va dat ra cac chi clan cho nhung hanh vi thy dung lOng tin ngu chUng data dude dat ra t3 trade. Them vac, do, viec xay dung long tin dude trd gitip trong qua trinh thong qua viec sit dung the ki nang thu nhan nhu Fang nghe, thou cam, than thanh va to tit 18 vg ban than (Corey, & Corey, 2002).

Thief lap dude long tin trong nhom khong de. Tuy nhien, nhu da not trude, mot so nhom da sit dung viec ante tap trong giai doan dau Hen de

lam tan bang va thy dking long tin. NhBng bai thue tap nay ginp cac thanh vien tra nen quen thu8c lan nhau va cai ma trao clei. Met trong nhiing dang bai tap IA "t61 mat" Toseland va Rivas (2001) mo CA clang bai tap d6 nhu eau: "Cat thanh vien dude yeu eau vigt ra met digu ve minh ma ho se khOng bao giU tigt to vdi mot ngudi mdi quen. NOM lanh dm) nhom thu thap nhung digu tOi mat va doe len cho ca nhom. Cac thanh vigil se c6 gAng xae dinh nguoi da vigt mgd digu tigt 10, dua ra li do cho loo chon tha (trg. 193). BM thVe tap nay cho phep thanh viers Chia se thong tin theo met each kh8ng bi de dog. Khi the thAnh vien da hieu bigt nhau hem, bai tap nay eó the dude sft dung lai de xay dung long tin.

Tao diau kien cho thanh vien tham gia va giao ago: Nhan vien CTXH co the tan digu kign cho su tham gia thong qua viec sa dung cac bai

tap nhu "tgi mat". Thom ncia, cac lanh dao co the lam thanh vier' tham gia the thao luan the thanh vien bi'gt tiir dau rang nhom se cho phep the ca nhan neu len y kign vg phudng Inking ma ho mugn nh6m di theo. Melt digu quan trot-1g la phai dua tat ca thanh vien tham gia vao thao Iuan. He lam nhu vay, nhan vien CTXH can luon phai moi mai thanh viCn eó kign va phat bigu cam the tha ho. Viee the hien su quan tam thip long dgn nhcing ngUai not va ang h8 quan diem tha ho lA met each rat tot de too dieu kien cho ho tham gia va the hien minh. Mae dau met so' nguat trong nhom se mu6n chigm uu thg trong h8i thoai, nhung ngUai khfic lai do chi khong bigt e6 n8n not gi khong. Met viec quan trong cho su thanh ding eim nhom IA e6 the can bang hai phan (mg nay. Met ki nang t6 nhi ma nhan vien CTXH phai bigt de nang cao su giao tip la ki nang hoi y kign ngitea khae mot each

306

ca nhan trong khi khep lai nhung lei nhan xet cua cac thanh vien khac trong nhOm. Khi lam viec 'yeti nhung ngtfai chigm uu the trong hei thoai, digu quart trong la de cho ho the hien quan diem cila minh r6i chuyen hei thoai sang nhang ngtfai khac trong nhem. Chang han, met nglidi cif nOi mai. ban c6 the nal: "Toi nghi do la met y kign hay. Hay xem nhung thAnh vien khac nghi gi vfi dieu ban nor. Va sau do goi met thanh vien khac cho

kign ngtiai dang chigm au the" nhan bigt ho khong con cc) hei then Only& nifa.

Hay nghi v6 nhung yeti to co kha nang lam cho cac thanh vien khac earn that' thoai mai trong nhOm. Nhang yeti t6 nay bao g6m nhan xet td nguoi lanh dao Ung he muc dich cua nhom. Nhan xet nay the hien su thgu cam veil nhang not lo long thttong di kern v6 nhung trai nghiem mai me, va c6 the la su nhi'et tinh cna ngtfoi lanh dao vdi nhung digit sap xay ra. Su nhiet tinh va su re rang ve nhOm co the lam cac thanh vien dam nOi MM. Bang viec tham gia vao nhang hoat deng nay, ngttei lanh dao to ra chiec me hinh giao tigp va cluing dtfoc mong dui. Khi cac thanh vien bigt throe nhung digu mong dui, muc dich Ira cac muc Lieu nem ngadi lanh dao, ho se tim each tra thanh met phan cem nhung dieu do, ngu dieu de cling dap iing cac muc tieu cua ho. Viec dam bao rang nhom se thgc hien chac nang cho ho la met phan oda qua trinh ilia chon da n6i den td tru6c. Di xa hen naa la nhCing cam kgt bang viec ginp da cac thanh vien xac dinh nhCing muc tieu cua rieng minh, khich le ho tham gia vao giao tiOp nhieu bon nua. Khi cac ca nhan co muc tieu pith hop vdi cu call coo nhom, de cam kgt va tham gia cua ho tra nen ro rang hurt. Chang han, trong met nhOm giao due tam If cho gia dinh vai nhung [hien nien hu, met ngadi me co the tha:y rang muc Lieu ceta chi la mai quan he veil cau con trai Let hen c6 the dat dude thong qua viec chi tham gia vao nhom va hoan tat nhung muc dich cua nhom. Viec nay kInch le su tham gia ciia chi cling nhtt su giao tigp cilia chi vdi nhung thanh vien khac trong nhOm c6 hoan canh giOng nhau.

Thigt lap hqp dOng nh6m Nth ca nhan: Cac hdp &mg trong ding tae nh6m 06 the bang mi. hoc &foe vigt ra. Nei chung, cac hop deng IA nhung thoa thuan dat duct giaa nhan vien CTXH va cac thanh vien trong nhom. Theo Schwartz (1976), v6 ban chit, viec lap hei &Mg trong nhOm g6m c6 ba ki nang: lam sang to muc dich, lam sang to cac vai trO va troth nhiem, dat dude cac phan het to nhung thanh vien. Mac dau chting to da

307

thao luau vine lam sang to muc Bich, khi ne lien quan den nh6m, chUng to dam nh'gn manh vao tam quan trong caa vies trao d6i tha the thanh vien viii nhan vien CTXH lien quan den muc dich nay. Dieu quan trong trong cac nh6m khOng tinh nguyen la the thanh vien dude trao cho cd hei phan ung lai muc dich (Anderson, 1997). Sp phan ung nay dgi vdi muc Bich cua nhom tra nen quan trong khi ho gia nhap nh6m vi nhung digu ho cO the thu nhan tii day. Ngu mue lieu ehinh cua ho khong pha hdp vdi muc dich nh6m (day nen la met phan dm qua trinh tuyen dung va sang be trong giai doan dau), tot nhgt la moi ngudi duct hien digu nay. NO con tao cd hei cho the thanh vien cam kgt vdi nhOm va nhan the.), moi quan tam tha lanh dao den su tham gia va phei hop ena cac thanh vien trong qua trinh hoat Ong caa nhOm.

Khi nhan vien CTXH lam re cac vai trO va trach nhiem trong vice thudng thuygt hdp (long, ho chia se nhung mong dui caa minh ve nhung digu xay ra trong nhom. Thong qua vice trao met each thing than vdi nhOm, ho se lam rd vai trO caa minh vdi to each la nhan vien CTXH. Trong met se nh6m, can bo, CTXH thing giu vai trO chuyen gia cung cap thong tin cho cac

thanh vien trong nhom. 6 nhom khac, can be c6 vai tro tao digu kien cho cac euee not ehuyen. Vai tro caa cac thanh vien xun't hien sdm trong qua trinh hoat dung nhOm, va khi nang caa ho e6 pith hdp vdi vai trO trong hdp dgng la rat quan trong. Thong thdang, vai trO caa cac thanh vien c6 the chia nhO thanh nhung vai tro lam tang thong khi nang hoan thanh nhiem vu (vai trO nhiem vu), cac vai trO tao digu kien cho vies thue Men chile nang lien 'We caa nhom (vai tre duy tri). Cac hanh vi gin vdi cac vai tro nhiem vu bao gem: lo:y cac Y kien ngtthi kilt, day nguoi khac va giai thich chi tigt Sr kik caa ho. Nhung hanh vi duy tri hdn nua vai trO bao gem thoa hiep, ling nghe ngitai khac, va lam giam tang thing. Met thanh vien cO the clang nhigu hdn met vai tre, va danh muc nhung vai trO nay chAc than kh8ng bao gid het. Them nua, met so vai trO co the khOng dude time Men trong moi nhom. Tuy nhien at/ tham gia sdm caa cac thanh vien trong vice hoan thanh cac vai trO nligt dinh la quan trong cho qua trinh hdp d8ng trong nhom.

Ki nang thU ba can den trong xay dung hdp d8ng IA tigp can voi phan h8i tit thanh vien. Tiep nhan phan hoi ce nghia la nhan vien CTXH chi ra au tigp nhan tell cac quan diem va khich le cac thanh vien n6i len s nghi vg

muc dich va mue tieu cua nhom. Trong met so` nhOm, nhat IA nhung nh6m

308

khong tinh nguyen, cac thanh vien thtiOng co nhung h8 nghi va nghi ngai ye nhOm. Sn he) nghi nay có the giam 'cueing nett cac thAnh vien duet ti.1 do dila ra phan hei va not len the quan diem ve nhiing dieu xay ra trong nhom (Anderson, 1997). Mac dau dieu nay co the de doa to7 nhan vien CTXH d met mite do nao do song khong c6 no, kha nang thanh tong caa nhOm se ft di.

Khang dinh ban than trong 'loan canh matt thua:n: Trong khi nhom dang hinh thanh, co nhang hoach va cac quan diem mau than gida cac thanh vien trong nhom. Mau than thing c6 the xay ra khi quyen he va sO kiem goat dean tranh a giai doan dau trong nhom. ChUng to cang thtiong coi mau than la met d6u hieu xdu, nhung trong thtle te, no có the co met se chile nang tich eye trong bSt ki nhOm nao. Mau than hay bSt deng Ye cac van de se mang lai dau to suy nghi trong qua trinh. Neu mau than duct giai guy& hep li, n6 c6 the lam tang ST Hite gan it& cua cac thanh vien vdi nguai khac, tang cuang sty cam ket ca by voi qua trinh, khich le km tiep tut tham gia nhom. Met nhiem vu ehinh cho nhan vien CTXH clan dat nhom la sit dung cac ki nang giai quyet mau than de dua the true dish cua nhOm di xa hon. Cae vi du dm nhiing ki nang nay la: ca nhan hoa, dao ngitec vai Ere, than cam, dat eau 116i, xoa dju, thliong thuyet va hoa giai.

1. Ca nhan hoe.. Ca nhan hoa met van de cho phep nhan vien CTXH dinh hutting lai troth nhiem vao del tudng cu the. Viet nay bao gem phan hoi cho cac thanh vien ve vai trO cua ho trong mau than d nhom thong qua cac eau TIM. nhti "Ban cam thay hue vi nhfing dieu ban noi khong dude tang nglie": "Ban earn th'Sy ban dal manh dan cung ego thong tin nhung khong ai nOi gi vat ban" va "Ban earn thSy bi ten thuong vi nhung § kien cOa ban khong dude xem xet nghiem Nhung loai eau nay khleh to the thanh vien len tieng ve nhung cam the ciia ho trong nhom va nhan trash nhiem (Anderson, 1997).

2. Dao nfloc vai tro. KT rang e ban ca dao ngtile vai tro la met thanh vien dong vai tr6 caa met ca nhan khac. Ca nhan db co the la thanh vien cua nhOm hay ai do ben ngoAi nh6m, nhu met thAnh vien gia dinh hay met ngttai c6 5' nghia nao do. Cae thanh vien c6 the dat than minh vao del giay caa nguai khac, c6 the" thay rang dieu nay tao ra met mite de thin cam va au hien blot ve nguoi kia. Trong cac hoan canh xay ra mau than, vies ea hat phia den khong long nghe ma chi noi dieu minh muSn noi thueng lam

309

no ra mot tranh luan gay gAt. Trong nhiing truing kip nhrt vay, viec dao nglioc vai trO se lam chAm 1ai qua trinh va thigt lAp met hoan canh ,trong do moi ngikii ngUng lai lang nghe nhfing digu dude nOi ra nhAc lai digit do. Met nhan vien CTXH có thg yeu cau hai ben Ian lust noi va nhac lai moi ben nghe duac gi truck khi bat dau bag n6i.

3. Stt thgu earn. Thau cam c6 thg cO tae clang manh len mau thuan khi moi ngudi trong vai trO mau thuan bat dau they ho chive Fang nghe va than higu. Nhan vien CTXH lam viec nay thOng qua sit dung cac eau "Toi" va nhAc lai met each thong cam nhcing digu da noi. Vi du, mat nhan vien CTXH co thg noi: "Toi they ban dang cam thay bi tgn thiidng vg nhung digu nglith ta noi vai ban", "Toi they nag dau cue ban ve mat mat ma ban phai trai qua" hay "Tog nghe thay ban noi rang nh6m dang khOng c6 higit ban". each noi nay cho phep thanh vien 65 qua nhung nei bile doe va tap trung nhigu hen den cam thc tao ra nag talc do.

4. WM eau hog. flat cau hai bao gam viec hiking &a nhang cam the va soy net.' co thg lam ngn tang cho su mau thuan. Vi du, "Mai, diking nhu ban rat bugn vg nh3ng digu Nga nal. Nhung digu chi ta noi lam ban cam they the" nao?".

5. Xoa diu, tinning thuye't va hoe giai. Nhfing ki nang nay can thigt cho giai quygt the mau thuan va bat dang trong met so triiang hop. Xoa diu cho pile]) cac nhan vien CTXH gi3 dude ranh gidi trong the cues hop dg mau thuan khong ra ngoai tam kie'm suet. Thiking thuygt dude sii)

dung de gni') hai thanh vien tra len di dgn dude met su nhat tri chung vg mau thuan cua ho. Viec hoe giai dude si3 dung khi cac thanh vien khong di Mn mot su nhat tri, nhan vien CTXH can phai dam phan de co su clang y chinh thoc, giup moi ben tim dude met OM hen twang &Si an town. (Toseland va Rivas, 2001).

6.ViAn &An hap clOng. Met trong nhung each de nhat d@ giai quygt mau thuan la vien dgn hop ding thong qua viec hal the thanh vien xem hanh vi nay cO ditoc'nhom (long y ngay tit dau khong. Digit nay cho phep cac thanh vien mau thuan nhan cac thong tin ben ngoai t3 cac thanh vien khac. NO nhAc nha cac thanh vien v@ nine dich cua nhom va each ho c6 thg thay dgi qua trinh thong qua nhung mau thuan nay (Anderson, 1997).

Giag quyet nhom sau mot tinh huOng matt thuAn. Khi mau thiran da them dot, digu quan trong la nhan vien CTXH khong bo qua su

310

viec ma se de cap den nO trgc tip trong nhom bang each not vg quA trinh giai quyet n6 nhu the nao, va no c6 nghia gi vdi nh6m. Nheing trai nghiem nay la bat hoc cho nhom va -the thanh vien. Viec thao luan qua trinh va each giai quyet matt than gitip the thanh vien tao ra nhting thay clef tich cgc trong the tinh hueng tudng lai. Cac thanh vien trong nhOm co the sit dung ki nang ho hoe Hi nhang kinh nghiem nay a giai guy& cac tinh hueng tl trong va ngoai nhOm.

Tim higu trong cong tae nhOm

Tim hieu trong cong Lac nhom cong gieng nhu cong tee ca nhan voi khach hang, la met qua trinh lien tuc va can bat dau adm trong can thiep. Cac nhan vien CTXH can tim hieu (1) nhang ca nhan trong nhom (2) ci

nhom va (3) mei trudng ma nhom hoat deng.

Tim hieu cá nhan: Cac thanh vien ena met nh6m throng den ta rat

nhigu thanh phan. Mei twang ea met nguai se khemg gieng vdi ngtidi khac. M61 ca nhan mang den nhang nhom tinh each va mOi trUang rieng biet. TuSr thuec va loai hinh nhom, nhang thanh vien ca nhan mong muen thao luan hay lam viec c6 the rat khac nhau. Theo Toseland va Rivas (2001), met dieu quan trong yen hieu la cues song net tam Ira cac m6i quan he lien nhan each dm cac thanh vien va mei twang trong do cac thanh vien dang thge hien chile nang. Vice Wet ba linh vue nay cho phop nhan vien CTXH dg tinh chide the thanh vien se thge hien chile nang trong nhom the nao, va tinh each caa ho anh hang den nglidi khac ra sao. Nhin chung, thong qua vies tiep xuc vdi nhom, nhan vien CTXH se co thOng tin ye tinh each va hoan canh caa cac thanh vien. NhUng kien thilc nay e6 the den W the than luan trudc khi hinh thanh nh6m, cac quan sat ve hanh clang cim ho trong nh6m, cac m6' hinh hanh vi ma nhan vien CTXH hay thanh vien do gia, the ban tg bao cao va cac ket qua trac nghiem, the thang diem bao gem nhang pinking Olen tim hien nhanh. Doi khi, viee hieu m6i trueng trong d6 khAch hang song se dOi hOi met digu tra ea nhan han, va met phan caa no se dude tign hanh ding vdi ca nhan chit khong phai vdi nh6m. Tot nhat la nhang tim hieu loai nay nen dude tien hanh trilde khi bat Tau lap nh6m.

Tim on nhom: Viec quan sat nhom la met danh gia ve cac hanh do, ng, me hinh giao ti'ep va trao dO'i trong nhom, sg gan ket va chia cat giila cac thanh vien, nhUng vai trO ma the thanh vien dang nam gia trong nh6m.

311

Met dieu quan trong trong qua trinh nay la khong mat dau vg cac ca nhan cu xu the nao de phan (Mg lai nhau. Cac mei quan he va lOng trung thanh c6 the thay dOi trong suet qua trinh hoat dog ona nh6m, va nhang thay dth nay phai three tim hien de tao digu Men cho nh6m den len. Viec tign hanh nhang tim hieu nay dOi hOi rat nhieu hidu bigt ye ding tae nhom nOi chung. Cash trao deh Arai nhau ena elk ea nhan va tae deng chting clang duet xem xet ki Wang.

Tim hieu mei trutng cika nhom: Viec tim hieu mei twang ena nhom la met phan cna viec tim hieu cac ca nhan va nhom. Mei trtiong nhom, hay mei trilang trong do ding the nhom dien ra, dOi hOi su lam viec khOng ngUng a ca nhan vien CTXH va cac thanh vien trong nhOm. Met mei trUang nhom can cho phop thao luan ma trong khi mang lai cho cac thanh vien su an 'Wan. Met mei truing c6 su phe phan va su tiler dick lan nhau thi it c6 kha nang khuygn khfch cac thanh vien tai ma de chia se cam )(tic va suy nghi.

Giai doan giao

Khi giai doan dau cua CTXH dA hoan thanh, giai doan Oda hay giai doan thije hien bat dau. Hay ghi nho rang khOng phai tat ca ode thanh vien chuyen vao giai doan gifia. Vi rat nhieu 1f do, met s6 nhom e6 the bi tae a giai doan dau tien va khOng bao gia \vet qua phan be mat hoac khOng qua duce cac van de ve quygn ltfic hay kiem soat. Dieu nay khong nhat thigt phan anh vg ki nang ena ngliat can be; no c6 the quy cho nhung nggai mien cueing tham gia vao nhom. Giai (loan gitla cua cong the nhom la khi cac thanh vien thuang dgi dau vii cac kilo khan ena viec giai quygt van dg hay nhiem vu caa ho. Day IA giai doan ena si ti than thien ye khac biet hoa, met thai diem khi hau hgt cac cling vies dude thus hien. Trong giai doan lam viec, nhan vien CTXH can ghp phan thlic ddy nhom thtie hien qua trinh de ho giai quygt true tigp cac mau thuan, x& li cai ma cac van de ca nhan va nhan trash nhigm vg cac van de ena minh, cilia ra cac hm ehon truck khi thanh lap nhom (Hepworth va Ong su, 2002, tr. 537).

Brandler va Roman (1999) cho rang giai doan giva c6 ba phan: (1) met thai ki dau lien quan chht the vai nhiing phan khai dau, trong dO cac van de con lai da hien nhien, (2) met giai doan gala trong do' nhom data tranh de tach ra khOi cac van de ban d6u va ti'gn hanh vai cling viec cha nhom,

312

(3) met thai ki cuel trong do sp tack ra khoi cac van de ban dAu bit tac dung va ap gan ket trong nhom dat dude, cho phep that hien moi nhiem vu phat trien cu the cho phan giaa (trg. 42).

Thai ki &du cila giai doan gifta: Trong phan dau cua giai doan cac thanh vien thttang quan tam den met s6 cac van de t8 giai doan

dau lien nhu "niem tin, tham do, each fief) can, nhung dieu can tranh, lam r6 ve hOp deng" (Brandler va Roman, 1999 trg. 42). Nhang boat deng nay bat &Au thay den tif than trong va do dki den cac dei mat va nSi ket nhieu hon. Cac ca nhan bat dau tra nen thoai mai vdi nhau va cam thay to nhien hon do "ca nhan trao dSl triue fief) va c6 y ngtila vdi nhau, bao ggrn dol mat" (Corey va Ong sti 2004). Cac thanh vien trong nhOm tga nen thoAl mai hon trong viec chia se thong tin ca nhan va doi mat vdi man thuAn. DO la met thai kl khi can be can phai diu clang thtic day cac thanh vien di cling. Viec khich le ho not chuyen va thao luAn vg cac cam nic khien cac thanh vien trd nen than thien vdi nhau hart.

Thai ki giita eua giai doan gida: Trong thai ki nay, nhom trd nen (long long hart va sAn tang lam viec vdi nhau vg cac van de rieng W (Brandker & Roman, 1999). Diem tap trung la v6 nhung dieu dang xay ra trong nhom de keit hop vdi nhCing (lieu xay ra trong the gidi thtic. Cac thanh vien trong nhom tien len de hoan thanh va giai quy6t cac van de. Day la thai diem ma su gan ket rat qtian trong cho thanh (ling cua nhom. SV gan ket IA y thdc vg mai quan hg ma cac thanh vien trong nhom co vdi nhau. Khi su gan ket hien huu, cac thanh vien boa minh vao nhom va hoa minh vdi nhau (Shuman, 1999). Cac nhOm gAn ket duy tri cac thanh vien cua minh, hoan thanh nhiem vu, giai quy6t van c16, tuan theo chuan roue nhiett hon va giai quy6t cac kkalc mac giQa the thanh vien theo each an loan va an ninh hon. Su gAn ket la met khia earth tich cue cua nh6m, trong de no chi ra rang su nhap hei tich eye gicta cac thanh vien va kha nang the thanh vien CO the lang nghe nhau. Giai doan nay cua nh6m khich le "met mac de gAn ket cho phdp hai hay ba ca the dOng thai lam viec tren met van de Chung, trong khi phan del viec the thanh vien lan luat lam cac tong viec ca nhan trong b6i canh nhom" (Corey va Ong su, 2004, trg.131).

• Trong giai doan nay, cac thanh vien nh6m c6 nhiing cues not chuyen than that va cai ma vdi nhau, ke ca dal data. "Cac mau thuan trong nhom bay gia dude chgp nhan nhu met phan cim qua trinh dea mat va giai quyet

313

vdi nhung dieu dang xay ra, cac thanh vien khong con so no." (Corey va tong ski, 2004, trg. 131). Thong qua qua trinh dgi mat, giai quygt nhang digu dang xay ra trong nhom, cac thank vien bat dau giai quygt van de" va hoan thanh nhiem vu. Ho phan biet re hdn gitia cac muc tieu caa nh6m va cac muc lieu cua ca nhan. Cac thanh vien bat dau tech Net khei nhom va tap trung vao su phat trien hay nhung holm thanh nhiem vu ca nhan. Mac dau ho tigp tuc Ung he nh6m, ho cang ca the hod boat dang cua ho trong nhom.

Ket tithe giai doan gida: Khi kgt thile giai doan giva, cac thanh vien trong nh6m dang lam viec ngay cAng nhigu de giai quy& cac van de cua ho va hoan thanh cac muc tieu da dat ra cho minh va cho nhOm. Dich chinh cua viec nay IA hoan thanh mac tieu va cam thy thoa man vdi cong viec cua nh6m. "C6 met ski nhan thtitc va Wang dQ cao trong ding viec" (Brandler & Roman, 1999, trg. 45) khi car: thanh vien tign tdi Chia tay va kgt that.

Trong nhOm digu tri, nhiem vu dau hen cua can be trong giai doan giaa IA ga.tp cac thanh vien hoan thanh coo muc tieu phai dat dude ma h9 da nett trong hop deng, bang each (1) gitip cac thanh vien vuot qua cac ran can de dat dude muc tieu trong cuec sting, (2) tao dieu kien cho nhung &Ong

nhOm ho tre cho cac no 1pt cua cac thanh vien va (3) ghiP cd quan va cac cOng deng ldn hdn dap lai cac no lkic cua cac thanh vigil (Toseland & Rivas, 2001, trg. 255).

Trong nhom lam nhiem vu c6 met ski quan tam Ion la "tao ra cac toting mot phat trien cac kg hoach, cac chudng trinh, giai quygt cac van de hen ngoai Whom, va ra cac quy6t dinh vg mai truang to chlic" (Toseland & Rivas, 2001, trg. 323). Brandler va Roman (1999, trg. 46) cho rang trach nhiem cua nhan vien CTXH trong giai doan giva del hei ho phai lam dude met s6 th5 , bao gem viec lam re ski dien dat, hoe giai nhung khac biet, xac dinh nth:Mg diem chung de xay dking su g .an kgt, 10i lch chung mei quan he eau hdn; xac dinh va ton trong ski khac nhau de xay nen su doe lap va ca the.

1. Lam ro szt din dat. Vai trO cua nhan vien CTXH trong viec lam r6 ski dien dat doi hei su hieu tha'u vg viec su ching ciao ngnoc vai Ere. va. eau not "Tor. Tuy thuec vao ki nang ma nhan vien CTXH trong giai doan nay sa dung, cac thanh vien cua nhem phan finh vg nhung gi ho duct nei va

314

nghe. Nhan vien CTXH cling co the ginp the thAnh vien tra 16i. Mac dau trong giai doan giaa, the thanh vien tra nen ngay cang phu thuee hdn, nhan vien CTXH van &mg vai trO quan trong trong vies gulp cac thAnh vien nghi ve (lieu ma ho nghe dude va each phan anh suy nghi va eam xuc tha the thanh vien. Viee gitip ho lam re hon vai tre eua minh hay thay de;i vai trO trong nhom la met trath nhiem naa tha nhan vi@n CTXH. Khi the thanh vien bat dau xac dinh vai trO mdi, can be se gitip ho flute hien nhting vai trO do trong nhOm.

2. Hoa gigi nhitng khac biet. Trong giai doan giva, sv khac biet se

xuat Men nhieu Min gi3a eac thanh vien khi su gan kgt trong nh6m lam cho viee n6i len sv khac biet tra nen it rui ro hon. Can be Mon giai quygt nhang tranh cai vA mang lai stl citing lOng cho nhom. Compton va Galaway (1999) cho rang nhan vien CTXH phai gitip do the thanh vien thay dude quan diem tha ngvai khac va ten trong Mating quan diem do. Nhan vien CTXH lien kgt the thanh vien lai vdi nhau dci ra met quygt dinh co the ding S7 cluing va lAm not bat tam quan trong tha mdi quan he giaa eac thanh vien.

3. Sy tranh cal giiia thc thanh vien. Su tranh cai dude sa dung trong giai doan gitia de dua cae ea nhan va ea nhom tign den mue tieu. NO gitip the thanh vien dgi mat vdi su chgng dgi vA the dOng lye Hale day (Toseland va Rivas, 2001). SV tranh cai co the rat khi giai quygt. Can be cling nlut the thanh vien có the thudng do dV cai nhau vg nhang van dg vi nhang phan hdi va phan ang tieu cue no di the mang lai. Tuy nhien, sV tranh cai khi dien ra theo each thong cam, cd the eO tae dung (xem chudng 9). Bat dau su tranh gal vdi met eau not 'doh cue ve del Wang se gitip ngudi do chu'gn bi tranh cai. Chang han met nhan vien CTXH co the mugn not vdi met thanh vien rang anh to hay chi to dang hanh deng rat tieu cue ye nhang digu xay ra trong nhom. Can be co the noi: "Tel cam thgy ban rat log We vg digu xay ra trong nhOm. Hay nOi net bye toe vi no dang diem ra met each tieu cue va lam mdi ngudi thgt vong".

4. Xac dinh nhung diem chung Ira xay dyng mite do gOn ket, lyi ich chung va quan he sau ban. nit digu quan trong trong qua trinh nay

mang lai sV gigng nhau giaa the nhOm. Met thanh ten co the dgu tranh vdi sV Tan len v6 nhiem vu phai lam trong khi thAnh vien khac dang cam thgy lac ra ngoat the boat deng. Can be co the hen kgt hai ea nhan nay 13i

315

gan nhau hula bang each nen "Ddang nhu la ca anh va Dung dang vat len vdi du an phai khong?", "Hai nguoi co th6 not cho nhOm vg digu hai nguoi muen va each chting to thvc hien ne nhu the nao". Trong tritang hap khac, viec sit' dung ]iii khen va clanh gia nhung trai nghiem caa cac thanh vien trong nhom c6 thg gay dung su gan kgt. Khi quan tarn den mai ca nhan va khich le ho Ung ho lan nhau clang tao ra moi quan he. Ban eg thg "Giang, ban dang chia se rat tet nhung kinh nghiem. TOi nghi Binh co met tinh htheng Wang to %roe chgng chi. CO thg ban hqi Binh met vai eau hal gitip chi chia se kinh nghiem twang to chang?".

5. Xae dinh va ton trong nhung khac bi5t de xay dgng sit dOe 15p va tinh ca thS. Ki nang nay dlii hei nhan vien CTXH sit dung "dung den ban than". Viec tra lei chan thue vdi the thanh vien trong nhOm vA chia se met each deng cam se khich le su doe lap va each then dat cai m .6 vai the thanh vien trong nhom. Them vao do, nhan vien CTXH se muoM xac dinh su khac biet Oita cac thanh vien chit khong chi nhting digit giovng nhau. Lim nay trong nhom can bat dau su Mean hoa. SV phan hod tithe dgy cac thanh vien bet dau to zee dinh minh tech bigt so vdi nhom. Viec di tit su chia se tathang rieng to dgn viec xac dinh ban than rat glieng vai qua trinh (lien ra trong thin the au. D'‘ su phan hoa din ra, phai cO mOt ngn tang h6 tro manh me, khuyen khich viec nay. nhan vien CTXH, trong viec g6p phan mang Lai sit phan hoa nay can nhsy cam vdi mai thanh vien va khuygn khich su phat trign eA nhan ena thanh vien do. Chang han, nhan vien CTXH eg the riga: "Chi, ban ctii that ski lam viec cham chi hOm nay de doe mat vdi not sq. TOi elide chin rang ban se mang each del mat vdi n6i so nay vao cac tinh hueng trong ding viec va a nha".

Trong vi du vg truong hap 1 duai day, chting to cd th' they rang nhiing tinh cam manh me dang bat clan xugit hien. Nhan vien CTXH dang

dung nhung tinh cam nay a gitip cac thanh vien gia dinh bat dau tranh cai vdi nhau. C6 su gi6ng nhau trong tat ca cac gia dinh va Ong Son da chi ra citing digu dang xay ra bang each luu Y rang c6 met digu ma moi ngudi dew khong mu6n not den. Nhan vien CTXH sii dung nut ma nay de den dAt gia dinh Ong San vao thao luen va eau do sit dung thao hien nay a gitip cac gia dinh khac va the thanh vien nghi vg tinh hu6ng clea chinh ho.

316

Twang hop 8.1

Giai down giCia trong qua trinh ho?t dqng nham.

Vi du sau day la mQt cuQc trao d6i a giai dean giaa trong hoat Tang nhorn. Day la nh6m

ma Mai dang ma g6m ban gia dinh dang dot mat vdi nghien rudu va nghien ma tuy.

Man vien CTXH: Than trUdc chUng ta da not rang viec sa dung rudu thUOng ducic kich

thich bai sac ep cUa nhCMg ban rapid. Chiang ta biet rang mat s6 ca nhan co the kim scat viec sit dung la, trong khi ngudi khac thi kh6ng the. Cac ban co suy

nghigi lien quan den viec nay khong?

Ong Son: Tai biet con trai tai during nIn1 khong thg ha &loc. N6 nghien con ban no thi

kh6ng. CO phai do la vi no uang nhieu hdn khong? Tat sao tai Our vay?

Nhan vien CTXH: Chang tai khong phai lOc nao cling biet vi sao met ngudi bi nghien.

Tuy nhien, ca nhiing bang ch(mg re rang cho they mgt s6 ngudi co kha nang mac

nghiln vdi bat IQ chat gi. Sy de mac nghien nay ca the la do tac Ong cUa mot so

nhan to bao gam gen, nhCing trai nghiem trong cuOc sang, ca tinh, va tac clang

ua ban be,

Ong Outing: T6i nghe nOi rang doi khi viec nghien ma tuy va nghien rudu la di truy6n, c6 dung vay khOng? Va neu la Mut vay, tot khOng biet con gai tai co the nhiem thir

do nth.

XuyOn (16 tudi): \fang, dung vay. Chang han aft: c6 va me chat] khOng nghien rudu.

Nhan vien CTXH: Xuyen, cO ve ntar chat' rat but ye cha me minh, tai muan hot GO ai

clang co cam giac nht.t vay khOng? Lieu co ai but bpi ye ngUdi trong gia dinh

minh khOng?

Manh (15 tued): Chau rat but b6 chau. B6 kic nao cling uong, va khi b6 got chau la

Mang xin, chau chi man b6 ty nhin lai minh xem.

Ong Thanh: Tao khong ca van de, chinh may mot c6 van di it nhat, tao cling do tu6i

&Mg rudu

Nhan vien CTXH: Co le la da c0 rat nhieu su but tirc trong moi gia dinh. Vgy moi ngUdi

giai quy6t sid but tac ra sao?

Ba Thanh: T6i kh8ng thich danh nhau, vi vay tai c6 gang giCr kigm soat. Gi6ng nhtr h6m qua, khi Manh dang d tren gac doc sach, va ba no mu6n no di gap quan ac. Hai

be; con cai nhau loan len, nhung chgng ai dal dapc dieu minh mu6n.

Man vien CTXH: That la kho khi ca nhCMg van de nghien rudu hay ma tuy trong gia dinh, va dot khi nhCmg yen de nay lam moi ngittiai but bpi A rat nhieu chuygn.

Ong nghisao, ring Thanh?

Ong Thanh: T6i biet tdt khong kim the dadc kg tU khi thang With bat dau tieing

rudu nhieu.

Ong Son: T6i hieu 9 Ong, N6 giang nhu met con voi to tUdng trong phang ma kh6ng ai muein not den. The la chOng ta danh nhau ye nhCing chuygn khac.

Dung la nget ng 'en.

Ong CUOng: TOi khong mutin danh con gal tot, nhUng co ye nhU chi co moi cach do.

317

Nhan vien CTXH: Co ve hint da co nhieu str btrc t&c va cei va a nha. Hay c6d6i mat vdi tang tinh huCing mat va xem chOng to co the hoc citrac bai hoc gi. Ong Sdn, Ong not rang no nha mat con voi to tu6ing trong phong. Tel nghi Ong dang noi den chuyen Tien ueng nhieu ruou, c6 phai thong?

Ong Son: Vang, nhung th5t sc la khi viec agog niciu d5 din ra trong nha, chang ai mu& rink din.

Nhan vien CTXH: Bay aid to se gia dinh noi vdi nhau ye chuyen do. Ong bat dau ducic khong Ong Sdn?

Giai doan kit lilac

Giai doan ket that la met giai doan quan trong d6i vdi cac thanh vien. Khi nhom tien den giai doan nay, ho se hoan thanh cac ceng viec a ea mac

de thtic to Ian mile do tinh cam phu thuoc vao loai hinh cem nh6m. Trong cac nhom lam nhiem vu, san phdm (vi du btio cao, de flat) cna nhom &lee hoan thanh va thao luan ye ket qua va each thkic hanh tire nen quan trong (Toseland va Rivas, 2001). Trong eac nhom dieu tri, set trUang thanh cua ca nhan dude xem lai va cac quyet dinh ve duy tri nhfing thay dei nay dude dua ra.

Nhan vien CTXH can phai tinh tao trong giai doan phan hei va ket auk nay. Met nhom da lam viec viing chat va dat lode nhung thanh tong cho cac ca nhan va có the chuy0n sang &di nhau cling nha phu nhan thanh tong dia nhom. CO tat ea cue phan ling vdi se lc& thtic nhOm. Trong cac nh6m lam nhiem vu, nguy co nthang loai phan ling nay khong lon. Tuy nhien, trong cac nhom (lieu tri, cac ca nhan da chia se nhung van de sau kin clan den sit wan gui gifia cac thanh vien trong nhom. De mat di mai quan he than thiet nay có the mang lai nhfing phan iing tinh cam manh me. Viee nhan ra rang met s6 thanh vien clang phan ang tieu cue rat quan trong vdi kha nang ket thtic dude nhOm.

Corey va cac deng nghiep (2004, trg. 164) cho rang nhung nhiem vu sau day can that hien trong giai doan It& thile:

• Cac thanh vien dude khich le dui mat yen ski them chit khong the tranh dude ciia nhOm va thao luan het ye cam giac chia tay.

• Cac thanh vien dtiuc khich 10 hoan thanh nhung tong viec chtta ket thtic vdi cac thanh vien khec hay nhung ngtidi lanh duo.

• Cac thanh vien phai dude day each chia tay vdi nhom va thkic hien nhung dieu ma ho da hoc, dac bi'et la each not chuyen vdi nhung ngudi quan trong trong cue, e dei cua ho.

318

• Cac thanh vien &No h6 trd trong viec lap ra kg hoach cu the cho nhung thay va di nhang buck chAc chAn de hp dung hai hoc vao cue song hang ngay cua ho.

• Cac lanh dao phai gitip the thanh vien tao ra he tree gitip cho rieng ho sau khi rdi nhom.

• Phai lap nen nhang kg hoach lam viec va danh gia sau do.

• Phi can nhac vg each ma the thanh vien c6 the coi nhe hoat ding nhom va day ho nh>ing chitin ludo ngan than su tut dec.

Mac datt met so nhiem vu nay chi hp dung vdi nh6m dieu tri, phan ldn co the ap dung cho ca nhOm lam nhiem vu. Nhang nhiem vu nay neu bat tam quan trong cua giai doan kit thtic va su phu hcfp cua no de tied tut thanh tong cua giai doan trude. Giao tigp trong giai doan kit thtic e6 xu hutting tap trung vao danh gia hoat Ong nh6m, xem tai nhung thanh tuu

cua nh6m va ea nhan, the kg hoach eho nhang Hen hien tip then sau hoat ding nhom. Quan trong la phat ku y den nhung digu ben ngoai nhom va m6i quan he dude xAy dung trong nhung giai doan khac khi nhom bat &Au suy giam.

Trudng hOp 2 chi ra met nhOm tri lieu trong giai doan kit thtic plant trien nhom. Day la met nhOm eac benh nhan ngoai trti da trai qua li hon. Tif vi da nay ta co the thay met s6 thanh vien trong nhom coi nhe nhang thay (16'i trong khi nhfing nguoi khac cam they tich cue v6 ban than. Can ho da hal q ki6n cua nhung thanh vien khac trong nhom khi not chuyen vdi Hai. Hai n6i den Ban, ST kign (Ma Ban (Wang nhu có tac ding nhiau nha't den Hai. Day la met vi du ve tam quan trong cua viec xem tai va danh gia ding viec dude lam bang each neu bat nhiing thay d6i da xay ra.

Truorg hop 8.2.

Giai doan that

Nhan year? CTXH: Nhanh that. Chang ta chi con lam viec yea nhau hai Wen rTra. Toi nghi

co le ta nen thao ILIOn ye nhiing mac fieu da dal duce cho ca nhom va cho lung

Chi: Tgi cam they toi d5 clgt ddgc mot s6 tha, vi du flu to kie2 m scat dUdc ski tiro gian cua

toi d6i vdi ngtdi thong cu.

Ring: Toi khong nghi toi d5 viral qua &roc su tit tgi nhung toi cam thay tiro gian !al tot

hdn la U ru nhutrutc day khi toi bat dau vao nhom.

319

Man vien CTXH: Co ve la ca hal ban da co Oiling Wet qua khac nhau vdi vu li hOn coa cac ban.

Hai: Toi tide sad tOi c6 thg not nh6vay. TOi khOng cam they khac gi so vdi truck khi tOi tham gia nhom. Tel khong nghi nh6m da gi6p gi cho

Nhan vien CTXH: Nghe co ye la mot ket qua dang that vong. Cac ban khac nghi gi ye tWong hqp nay?

Ban: Tel kh6ng biet ban da thay do) nhieu chua. TO' cho rang chi ca ban mdi Net. Nraing tOi nghi ban da not nhieu hon nhieu so vdi luc mdi den, va ban da gi6p tOi trong mot so van de caa tai.

Khanh: TO] nghi ban da thay dei. Ban diking nhtt da quan tam han rat nhieu so vdi ban trutc kia.

Nhan vien CTXH: Cove nhu' mot s6 ngudi nhin they Si! thay dei trong anh Hai. Anh nghi give dieu nay?

Hai: Toi cho rang c6 the la clang vay. Toi blet Ban va fel c6 nhdrig van de Wang b.( nhau. Va Ban &fang ntal co ten be. T6i chi khong bet re ye ban than thOi.

TOM TAT

Chuang nay da tap trung vho phuong phap ma the nhan vien CTXH su dung de hoan thanh nhiem vu va chua tri. Chc van de lanh dao duck thao luan eg lien quan den ea nhOm nhiem vu vat nhom digu tri. Cac chit dg bao gom su lanh dao trong nhom lam nhiem vu, thanh phan tha nhom lam nhiem vu; the thu tuc va bat tap }Mu ich eho vies ra quygt dinh trong nhom lam nhiem vu.

Chuang nay Ming thao luan vg su lanh dao va thanh phan eita nit digu tri, Ming voi rat nhigu the ki thuat va bai tap -dgi mat voi the tinh hugng xay ra trong nhom. Su ghat trien cua nhom dude me to t3 giai doan dau lien dgn giai doan kgt thtic. Viee tim hien cae ea Mien, ca nh6m va mai truong ma nhom hoat deng thicie dat trong b6i canh nay.

320

Chuang 9

CAN THI1P VAO CAC HE THONG LON HON

Cong tac thaw hanh trite tigp, trong khi tap trung chn you vac) viec can thiep trip ben vdi ca nhan, gia dinh va cac nhom, doi khi con (lei hai nhan vien CTXH phai can thiep vao cac he thkg Ion hdn nhu cac t6 chile hay ceng (long. Nhu cau phai can thiep vao cac t6 chile hay Ong deng thubng co lien quan tai rao can doi vdi kha nang giAi guy& va'n de eim khach hang met each hieu qua. Trong trttang hop nay, ngtidi thuc hanh true tietp cc-) the phai tham gia vao viec loai bo nhiing rao can mai truing ngan con ngithi tion can vdi nhcing nguem 111c va dich vu can thigt. Cac rao can cO the la hull hinh dudi hinh thlic cac chinh saeh va thu Inc, su thigu ph6i hOp the dich vu hay the tra ngai khac. Dien hinh hon ea, nhfing ngt.tOi time hanh true ti6p thtiOng dude cho la phai danh thdi gian de giai quygt cac nhang nhu eau tam li-xa hei aim khach hang. Nhu da phan tich a chttong truck, tieu diem thttong la gitip da khach hang dang trai qua the van d6 not tam va quan vdi ngttai khac. Can e6 gang hiS tre khach hang bang each phat triers va tang ettong ki nang can thik cna ho, trao quygn cho ho to &nu d8 chinh minh, tang etaing kha nang dam nhan chile nang gia dinh va nhom. Day la li do cho su ton tai vai met ti le ]an nhitng hi'ep hei hoat deng XH, a do one nhan vien CTXH lam viec.

Tuy nhien, doi khi each duy nhat de dat dude nhcing mue tieu nay la gnip khach hang dgi mat vdi cac rao can mai trubng dang ngan can ho. Trong chtking nay, chUng toi thao luan met so khia canh trong each dieu chinh cac rao can mei truang. BuOc thit nhat, chung tai xac dinh nhiing loai rao can khach hang va nhan vien CTXH co the gap phai, eau do chung toi xem xet vai tra ed ban nhat cfm nhan vien CTXH trong the he thgng lon

thudng le vai tee trong viec ph6i film cac dich vu xa hei tat hdn. Va dac 'net, chuong nay se xem 'Let vai tre cna ho trong viec xzi li tUng trttang hop en the met each chi tigt.

Chuang nay se thao luan vai tre ti6p theo ena viec can thiep vao he' thkg lOn hdn, do la vai tro Ung ho. Ta có dinh nghia ve mot ngtiai zing he

khach hang a ditto/1g 1. Mite de va cap de dm ling he dude thaw hien bai nhung

321

ngtiai Elmo hanh trite tier] se phu thuec vao met se cac yeti to del hai ho phai co nhung kien thac va ki nang nhat dinh mai co the co hieu qua duct.

Chuang nay cling nghien cau cac chitin hive thay doi mei truing khan bao gem cac hanh thing vi xa het kg hoach hod xa hei va cac thay del ve td

Chadng nay kit luan vdi met than Juan ve anh haiing cua cac van dg van hod va su da dang len cac hoat ding cna ha.

Diem nhan manh trong phan con lai cua chudng la ve cac hoat Tang vdi he thong Ion hdn nhu ding ding hay t6 chac, song quan trong la to phai nhd rang cac ki nang tong (met chicle su dung trong lam viec vdi ca nhan van có the hp dung a day. Chang ham ki nang Fang nghe tat, sv than thanh, Yong thtiu cam, va kha nang torn tat deli có ich nhu nhau du cac khach hang la ca nhan hay ngadi ra quyet dinh tai tong Nhang ki nang nay da dude than Juan d chudng 1 va chudng 4 (do la su thien vi va tittle hanh dkia tren the manh) co the phat huy hieu qua khi lam viec \Tel cd quan lap phat, nhung ngttai (pan 11 hanh chinh ii cac to chac hay nhung yeu to khac co lien quan tai rao can mei truing. Cu6i ding, nhung ki nang nay ap dung thy theo quy me cna he thong ma can bo CTXH dang lam vies.

Xac dinh cac rao can

Cac rao can mai Inking co the dudi nhigu dang, t t nhung can trio de nhin thay nhu thieu met tai thang may den nhung cal tinh to có the cam nhan. Nguyen tAc dao dueNASW cim My cho rang sit menh dau tien caa nghe lam CTXH la nang cao su thoai mai cua con nguai va gop phan dap ling nhung nhu eau thiet yeti caa moi ngttai, vdi ski quan tam dac biet den nhu eau va viec tang Wang sac manh cho nhung nmtai de bi te'n thudng, bi clan ap va song trong ngheo khi (1999, trg 1). Them vao do, digu co ban cna CTXH la su Tau tam den cac the hoc do mei truing tao ra, gop phan giai quyet nhung van de trong cuec song. Ra rang, nhung nhan vier' CTXH phai gitip do khach hang de vtiot qua cac rho can the cieng vao su thoai mai hay dat dude nhung nhu cAu co ban. He hoan thanh rule tieu nay dei hi i met se dieu t r nhan vien CTXH, ma di& data tien la phai nhan bigt dttOc khi nhung rao can nay hoat dog. Khong may thay, có the nhieu rao can t'an tai ding thdr. Phan tiptheo se lam sang to met s6losi ray can nay: (1) rao can vat chat, (2) rao can ve chinh sach va thu tux, (3) rao can ve tinh cam, xa hai (4) rao can van hoa va (5) rao can th6ng tin.

322

Cac rao can vat chit

Viec phat hien the rao can vat chat dOi khi la kha de, trong trang hdp thigu met cal thang may gay ra rat nhigu vain dg cho nhung ngUdi

kbuyet. tat. Nhung dich vu caa thanh phd, nen dime bg tint tren nhung tang cao, don gian la kh6 dgn dude, c6 nghia la nhung ngadi khuygt tat co it cd hei tigp can chide nhung nguein lvc do hon. Tham chi la viec den cac phien toa cling la met van de vdi nhung ngudi bi khuygt tat vg the chat. Ho hoac la phai co ngifai dua den, hoac nhung nguai c6 the cit dOng nhigu hon thi phai hi) len the bac thang de dgn phOng xU an. Cac rao can mOi tradng d8 nhan thay nhat la nhung ngan can khach hang thac hien quygn Wong to nha cac thanh vien khac trong xa hei met each Ulu hinh. Mac dau viec cho

ra doi Dao luOt ngildi khuyet kit a My da mang lai kha nang tigp can cho nhigu ngudi, van con hang ngan nMing dich vu tong tong ma ngtiai khuygt tat khOng thg hoac cO it kha nang tieip can. Vi nhu cac toe, nha lam viec cim cac cap chinh quygn cho den cac quail an, trung tam gigi tri va ea nha 6.

Them vac do, c6 nhieu kha nang nhung dich vu co the tip can dupe thi lai co nhung han dig trong tigp can. Chang ban, nhung dung 16i vac danh cho ngti6i khuygt tat phai di xa vai chuc met Mia so voi nhting ngadi khac vi chi c6 met se the cda vao trong toa nha c6 the ma till deng hoac bang bam nut. Nhung thang may Men co thi qua nhO cigi vdi xe Ian c6 gan deng co, hay toa MIA khong co bin bao bang chil Braille. Cac nha ve sinh khong the tip can hoac nha ve sinh duy nhat lai 6 tang khac. Nhan vien CTXH c6 the nhan ra dude nhung thigu sot nay chang to nguoi do khong phai ddi khach hang chi ra met rao can trade khi hanh deng de giai

quyeit van dg. Killing may thay, nhigu ngudi khOng the nhan ra nhiing rao can hau

hinh nay vi net, khong Inge mot khuygt tat, ho khong the nhin dude nhung vat can. Chang han, nhang nguoi khong bi khigm thinh khong the nhan thay viec sU dung he thong bap chay bang cod la met van cig tigm tang vdi nhung ngtidi bi khigm thinh. Nhang noel hi khiem thinh se. khOng the

nghe thay col bac) chay khi coi hoat Ong. Met each quan trong de gin') nhung ngtioi khiern thinh la them met bac deng hinh Anh vao he thdng nay. Khi khach hang mang nhung bat tien nay dgn noi vbi nhan vien CTXH, ngudi d6 c6 trash nhiem phai cg gang gitip dO khach hang Wet qua nhung

rao can nay.

323

DOi khi, khOng ai nghi dgn met van dg dem tang truffic khi no nay sinh. Ching han, moi nguai dgu da rdi khOi too nha trit met khach hang ngei xe Tan. Anh ta dang tren during dgn van phong cita nhan vien CTXH khi coi bao clang keu, va vi khong thong thao kign true cua ng6i nha, anh hi rgi loan. Cai thang may duo anh len tang hai da to dang tat di khi coi bao keu. Anh ta bi mac ket a hanh lang ma khong bigt during nap de thoat ra. KhOng ai nghi dgn van dg nay tit trude. vi khong co met kg hoach cua to eh& vac) de gitip dd nhung ca nhan nhu anh trong tinh trang hoa hoan. May thay, su ]vien nay thuygt phut nhang nhan vien phat trien met kg hoach chu ging de darn bao rang mm ngudi dgu có th61 thoat khei too nha khi can fink. Trong truang hdp minh hoa nay vie, c thigu con mat nhin xa tremg reng co the la van dg chinh tao ra rao can Min hinh co dinh cho khach hang.

Met rao can nth a rat nhigu Ong deng la viec thigu plumng tien van chuygn cho Olen khach hang tigp can dude vdi can dich vu. Nhang nhan vien CTXH co the Op phan tim ra nlning van de bang each khuygn khich cac t6 auk 66 tri dich vu tren (Hong giao thong ding tong hay wen vdi cac dich vu khan ma del Wang khach hang nhigu kha nang sit dung. MOt digu Mk la phat nhung ye van tai hay nhung tie glib khan ye tai chinh khach hang den duck vdi ho. Va it nhgt, nhan vien CTXH phai co kha nang du tinh throe can rho can giao thong va tan dang cO the anh httang tdi khach hang.

Cdc rho can chinh such ten the, tyc

Mat soy rao can ga'n vdi chinh each va dui tut cim hiep hai tang nhu cac nha cung cap dich vu khan. Met vi du khan la nining luat cam nhan vien CTXH giai thich tat ca nhung co heilVa than cua khach hang vi can co quan lap phap thanh vien ap dat tin ngang ton gig° dia ha len nMing ngudi khan. Turing to nhu del vdi 111'0 va chinh sach ngan can naii lao dang ngoai van ban chinh each nhan duct can dich vu ding ceng hay nhung Mat cam pha thai chi cho nhung truang hdp mang song cim ngttoi me N de doa.

Met rao can chinh sach d6i vdi vise tigp can cac dich vu nua co lien quail dgn khfich hang la phu nil de tudi sinh de. Viec thigu dich vu chain sac tre em la that van de lOn hien nay cho phu n3 vi hau hgt cac chuang trinh kh6ng có guy dinh gi ve tinh hugng nay (Kline, 1996). Vi dv, met nghien matt do Trung tam Nghien va Tarn dung chgt kith thich QuSc gia Mgr (1996) cho thgy khi dich vu cham sac tre duct cung cap cho phu n3 dang

324

dieu tri cai nghien, nhang ngtibi my di kith nang tiep tut dieu tri du met nam cao ga.p nam lan. Them vao do, ho da a trai cai nghien lau lion gap ba nhang riguai khOng dupe cung cap dich vv.

Cac loaf ran can chinh sach va HIV tut khac rat kho phat hien. My't Mn naa, khach hang có the canh boo ngtioi lam CTXH ve sV ton tai oua nhang rao can do, nhu khi hp tim ra rang met t6 chac da to ehei ngttoi not tieng Tay Ban Nha vi ho clam co phien dich. Mac d'au giam dote t6 chac nay khOng cho dinh gay ra van de nhu vay d8i vdi khfich hang, viec kheng tinh truck &Mc nhu criu cua khach hang cling chang khac gi met rao can.

nhang trUang hop khac, cac rao can duck phat hien khi khach hang khong nhan biet duct nguen diet' nay xay ra khi mot to chac han che he so va khach hang cu the sit dung dich vu.

Nhung cau ehuyen ye nhang thieu sot nay tat nhien la dang nang cao nhan thac cua cac dich vu va cac nguen lac do cac tot chile cu the cung cap. Met plattong phap naa lien quan den viec khuy'en khfch cac t6 civic tham gia vao nhang hoat deng tim kiem chtOc thiet lie de thong boo va ho tre nhang khach hang three sit dung nhling nguen ho tre hien co. (Brunette, 1999).

Dei khi the rao can phan anh su thien vi ca nhan hay tap the ena nhung nglidi lam viec trong Ong ding. Mot vi do la nhang xu hieing the dung den dan s6 Ong thing xay ra tIntang ki trong cac chudng trinh thuc hanh phap luat.

Chc rho can Ira hhir tinh cam

DSi khi cac rho can ngan tro khach hang sit dung cac dich vu hien ce nam trong mei ca nhan hay gia dinh. Chang han, nhang ngudi dang co nhu eau thttang khOng sa dung cac dich vu eo the gulp da ho. Dieu nay co the nay sinh do skt xau hove viec ho can den giip da hay có the la nei so ve viec mang lai cho gia dinh sV h6 then. Met s6 ngabi cho rang viec chap nhan ginp da va viec xin tii thien 1a ding nghia nhu nhau, nhieu ngadi qua to cao ve minh chap nhan viec nay cho du nhu thu oda ho cO bac bach den dau. Met s6 ca nhan trong xa hei lam tram trong them sv mien eliding nay bang each the hien thai do tieu cue ve nhang ngudi tim kiem tro giup phtic loi hoac the hinh thac Iry gitip khac. Tham chi phan (mg cua nhan vien thanh toan d cita hang that pha'm doi vdi khach hang tra bang cac tem phieu tit thien ce the thing gay sv e de cim khach hang khi su dung he tro nay.

325

Nhung thong diep ma nhan vien CTXH chuyen tdi khach hang khi chting to chAo ho cling c6 tae deng tich cue hoac tieu cue ten mong mien ho quay tra lai.

Rao can tinh cam cho khach hang c6 the tang len hoac giam xuOng bai cac hanh ching caa nhan vien CTXH. N'gu nhan vien CTXH the hien so quan tam deny kign caa khach hang, tim each de ho tham gia hoan toan vao qua trinh thay dui, ho da gop phan lam giam di rao can tam li cna khach hang.

Can Mc) can van hod

Met rho can vO hinh khac xay ra khi nMing nhom khach hang nhat dinh co do rin ro cao bon dei vdi nhung van dg Cu the va xa hei da khong cot

gang giai quyet nhiing van dg nay.

Nhan vien CTXH nen nhan bigt vg each Huh ma cac clung trinh xa hei da gay ra van dg cho nhfing nhOm khdch hang nhat dinh. ChAng han, khi cac t8chite cung cap cac chttang trinh Oho due Chung cho nam, nu nghien ma tu9, ho thttang sa dung nhiing phudng phap nInt vdi nam gidi. Viec lam illy thitang mang lai that bai d phu n8. Trong qua khii, ti le cao ve lam dung tinh due va sac lao deng tre em thltang dat nhung phu nit nay vao rui ro, nhat la a nhCing nhOm sau cal nghien co Mile de dal chat vdi van de tren tl mite cao. Nhung nit khach hang thuang thay plutong phap nay goi nho den nhung lam dung trong qua khu, va vi the' no tra thanh nguyen nhan dan dgn viec mat nigm tin vao nhan vien CTXH va dich vu oua to chfic l .

Cac Inc can vi thong tin

CO le rao can thtiang thay nhat lA viec su dung nhiing nguen lue san co trong med trtiang don gian, la su thigu hien bigt v6 su ten tai cua nhung nguen he tro nay. NM-Mg ca nhan mai trong cong deng it cc!) kha Mang dulc lam quen han vdi nhung loai nguen lye cO sari nay. Day la van dg dac biet cho nhilng ngtioi ti nan va nhung ngtaai den W nhung nude khac, not cac nguen dich vu xa hai khong ton tai. Tat nhien, cac dich vu xa hei khong phai la nhung nguen he tra duy nhat ma khach hang can thong tin vg Chung. Cac ngu6n lye khac di the la cac nguon quan ao, time pham, nhA a

Wright, T.. & Donoghue, K. (1997). Obstacles to culturally sensitive services for drug-addicted women and their children. In T. Wright & K. Donoghue, AIA monograph on cultural competency. Berkeley, CA: Author.

326

va de dung gia dinh re (Ping, 2002). Khach hang cling c6 the can gidap da de biet sit dung the phudng tide, n giao thong tong ceng nhii the nao, clang ki hoc cho con U dau, viec the nhom he tra co ten tai hay khong va ten tai a (tau

cling gay ra nhiing thach thfic Wang tu. Met nhAn vien CTXH hoan Loan c6 the khOng Met the nguen luc thick

hap trong Ong dung, Hen nay lam cho viee tim kiem cac to van va hudng den tra thanh hoat &Ong quan trong cho nguai mdi hoc viec. N6i Chung, nhan vien t8 chile da lam viec tau hdn co the OUT do nhiing nguai mdi the dinh nhang nguen hie tigm tang hay it nhatt chi ra cho ho nhiing hudng di thing. Nhung nguoi mdi van ngh6 cling có the sit dung tra lig con nguan lye dia phudng va ea nttac, ke ea viec sit dung Internet. Nhiing nguen lift ke saw e6 the huu ich khi tinh den nhu eau cua nhOm khach hang nhu nhiing dan ten thieu se hay gia dinh ngheo.

Khi lam viee vai nhom clan ti nan, nhat la nhiing ngudi di the phi nhan nhilng dich vu cham see site khoe khac nhau, nhan vien CTXH c6 the (long vai HO met nha gieo due gitip do khach hang hien su khac nhau biet ye nhung nguen cham sec site khoe khac nhau. Dieu nay gitip khach hang co nhAn Huh tea hdn v6 cac ltia Chun khi dinh hudng ho vao met quy trinh có the hoan toan xa la vai ho. Cung hap li khi ndi vai khach hang rang nhung ngitai khac trong tinh hudng tudng to da tim kiem ginp do to the nguen Luc tang deng khac nhau, dieu nay co the giam bat ski to ti xa hei ma nhieu nk van hoe quy ve sue khoe tarn than. Du la nhan viola CTXH phat hien ra hay cac khach hang not cho ho biet ve cac rao can, diet' quan trong la hien duct sv Con tai va the dinh nhung chien luac hieu qua nhgt a xoe.

be nhiing can tra nay. Nhtt do idu trttac, cac rao can co the ditai fit nhieu Bang, to Mkt hinh cho den khong the to biet duct nen data lam viec true lieu vdi khach hang. NhUng nhan vien CTXH co the ginp vUat qua nhung rao can nay nen ho lam viec true ti6p vai khach hang. Nhfing del Wong khan can dam nhan vat fro h6 try cim minh, van de nay se duct trinh bay a phan eau cua chuong nay. Doi khi, cac rao can 65 the dttac giai quygt thong qua viec ph6i hop hanh (ging va cac hoat (tang x& li tong trUang hop cu the.

Xif Ii ho tra theo truting hqp cy the va ph6i hqp xis li

Met so' cac rao can khach hang thuang gap nay sinh ti rat nhieu tg; chite va cd quan cung cap dich vu can thik Meng thuang khach hang can

cac dich vu hay nguk 116 tra to nhigu t6) chiie khac nhau trong ceng dung.

327

Nhung dich vu nay bao gom tham van, digu tri thugc, nha d , trO gitip tai chinh Ira cac tro gitip tinh cam. Khong ea nhung phei hOp can th'an, khach hang cd the nit vao khoang trong giva cac cd quan khac nhau ma kheng nhan dude su ginp do ho can. Mat trong nhung phudng phap tigp can sii dung trong nhiing truang hop nhu v'ay goi la quan li truang hap. Quan If truang hop dude thigt kg de.' ph6i hdp viec cung ego cac dich vu tir the nguein khec nhau cho loi ich tha khach hang ddn la. Rothman (2002) dinh nghia Qucin li trildng hop la "mat dich vu cho nhang khach hang de hi tan thudng cao a dam bao rang ho nhan dude su gitip do ho can trong viec phan ph6i cac dich vu a Mg" (trg 467). Nhigu khi, khach hang thgy viec tigp can vdi cac dich vu hi lam cham lai va can su OUT del caa Miring nhan vien CTXH cung cap dich vu quan If throng help. NhCing khach hang rdi vao tinh hugng nay bao ggm nhUng nguai hi than down la cd van de tam than man tfnh nhu b'enh tam than phan liet, nhung ngudi bi khuygt tat Ong hoar nhang ngudi bi thigu nang phat trign nhu bai nao, hay cham phat trign trf nao hay banh lan thin a ngUai gia. Nhcing khach hang truang hdp nay del hei dich vu sugt cuac deli. Them vao do, dich vu quan 11 truang hOp da dude s& dung trong nhung linh vuc phtie lOi tre em, nhgt la vdi kg hoach 'Au dai (Mather & Hull, 2002). Mue lieu la dam bao rang moi no lip dude tao ra dg gall) the gia dinh doan kgt vdi nhau va dam bao rang moi dna tre eel cd hat dude song trong nen nha on dinh. De dat dude digu nay doi hei mat loai dich vu eb the hoa trOn va digu phoi moi khfa canh tha tong viec thay mat cho he thong khach hang.

Rothman (2002) va cac the gia khoc (Walsh, 2000; Rose, 1992; Frankel & Gelman, 2004) the dinh mat chuiii cac haat clang ma nhting ngUai quan if truang hop có the thtic hien a dat dude mue tieu had dam rang khach hang nhan dude dich vu can thigt: (1) am higu vg truang hdp, (2) dAnh gin nhu cau eith khach hang, (3) thigt lap the muc lieu phd hop, (4) len kg hoach can thiep, (5) lien kgt cac khach hang vdi cac ngugn hie, (6) giarn sat va 'danh gia lai, va cu6i ding (7) danh gia. Nhu se dude chUng minh, nhung buds nay ming me to dac tinh cua quy trinh giai quygt the yin dg von dude su dung thudng xuyen trong CTXH.

Tim hies van de (Case Finding)

Viet tim higu yin d6 lien quan &ern viec dam bao rang nhung nguai can cac dich vu quan If truang hop en thg tigp can dude nhung dich vu nay.

328

Doi khi quy trinh nay la true tiep, nhu khi cac ed quan hay cac ca nhan

khac gidi thieu khach hang den vdi ban hay co quan cna ban. 6 nhung trudng hap khac, vice chi dung tim kiem khfich hang la can thigt bang vice thong bao tdi cac co quan va t6 chic khac ve sir t6n tai cua dich vy cua cd quan ban. Viec nay co the la utaat cac to buOm hay thu thong bao vg dich vu quAn li truang hap hay not chuyen voi nhOng nh6m cO the bigt cac khech hang can loai trd gitip nay. Ygu t6 quan trong nhgt. IA ngu khOng bigt dgn eu t6n tai cia cac dich vu quan 1f trttang hop, khach hang se khong the thing cac ngu6n

Tim hau nhu eau khach hang

Tim hieu nhu can khhch bao g6m vice xac dinh tinh hu6ng va Man khan cua khach hang ding nhu xem xet mite de ma dich vu cua t6 chic c6 the dap fing chicic nhu eau cua ho. Neu re rang la khach hang se 65 lai nhgt tit the dich AT dm met tS eh& khac, hay gidi thieu cho khach hang to chile do. Ngt.toc lai, ngu khach hang can cac dich vu qurt li truang hesp, thi ban có the dap Ung. Trong qua trinh tim hieu, nhan vien CTXH thu thap cac th6ng tin v6 sinh hoc tam 11 va van hoe, bao g6m nhUng huh vu c phong phn nhu cac nguon tai

cac dieu kien sue khoe, kha nang dam nhan chic nang cua khach hang va sir c6 san the nguem hie xa hei/ tinh cam (VD: gia dinh, ban be). COng viee nay g6m chc phong van vei khach hang, thanh vien gia dinh, cac td chile cung cap dich vu khac hay blit e5 ai co hieu bigt va co the gitip to hieu dirge tinh hu6ng cia khach hang. CO the can cac cuec hop nhom vdi met seinhang nguen thong tin nay. Muc Lieu nham xac dinh tat ea nhang yeu eau chua dtiOc dap Ung de vies danh gia dude tong hop va day (bathe yeat to co the. Met digu quan trong la phai ce dude sir tham gia cua khach hang dgn mile t6i da trong qua trinh nay va cac buds khac tiep then. Met digu ceng quan trong Fa tham do the manh cia khoch hang. Bang 9.1 chi ra each tim hieu quan li trueng hOp doge thi'gt kg a nha'n manh the manh cua khach hang.

329

Ten caa can b0 quan Ii

Ten khach hang:

truing hop: Ngay:

Logi Tinh tigng

hign tai: Tdi clang o' olio?

Mong mail/ Vac mudn

Cat nguon Igo - ca nhEinixa thfii

Tinh Pang nha a Tinh trang tai chinh

Gong viec/giao duc

H6 tr xa hei

Sac khoe

/-I6 tro gla Mac nhan r6i

Nhang u'u Lien c5a UN la gi?

1. 3.

2. 4.

Nhang nhOn xet cue can be quAn Ii twang hop:

NhOn xet dm khach hang:

Chu' ki ctia khach hang: Chli ki dm can b0 qua.) li taking hdp:

Ngay: Ngay:

Ngudn: Chinh ilea tie S.M.Rose ( 1992)

BANG 9.1.Tim hal nhu cau trong quAn li Inking hdp Okla Von thg monh

330

Thief Igp muc tier hap li

Trong quan li truong hop, chang ta xem cac muc Lieu la muc dich oua dich vu, nhung muc dich nay bao gam Ca ngan va dai han. NhUng muc dich dich vu co the bao gem viec hoa nhap khach hang vao tong deng, sap xgp gong viec phi' hop, hoan thanh met k6 hoach tai hoa nhap, va thigt lap met k6 hoach chain soc sec khoe dai han. Cac muc tieu nen nam trong tam tay vdi thai han re rang duos len k6 hoach de hohn thanh.

Len VI hewn can thiep

We len kg hoach can thiep phai trai qua met sg brat. Dan tien, phai xac dinh dich vu (ngu cO) ma nguoi quail lf Inking hop se cung cap. Met s6 can be quan Ii twang hop cung ca.') tri lieu hoac tham van, nguoi khac co nhung dich vu do nhUng nguoi lam trong cac linh vuc khhc cung cap. Thu hai, met kg hoach cho truing hOp cling se drat vach ra v6i cac ngu6n hic chinh thtic va phi chinh thee, c6 kha nang hi3u ich nha't trong viec dap ting cac nhu eau cua khach hang. Di& nay ngu ST rang can b() quan Ii truing hop cO nhan thus va hien bigt viing yang vg cac dich vu phi hop vdi khach hang. Digu quan trong la phai ch met danh muc cap nhat va me ta vg nhang nguk lue do.

Mr& thit ba la xac dinh cac rho can ma khach hang co the gap trong viec danh gia nhfing ngu6n luc nhat dinh. Chang han nhting han chg ve thu nhap, to each hay cac ygu t6 khac can dude giai quygt trUdc khi khach hang cO thg sit dung nhCing dich vu nay hay kheng?

Met muc dich cua cac bulk trong qua trinh dat muc tieu va len kg hoach la tao ra met dich vu có the xac dinh ai se lam cal gi, khi nao. Chung ta danh gifi cao tam quan trong cua nhung kg hoach do vi nhang nhiOm vu ma khOng co ai chiu trash nhiem thtiang khOng chicle lam. Bang 9.2 cho thaty met kg hoach chicle phat triers cho khach hang. Ban kg hoach nay se chicle ca nhan vien CTXH va khach hang xay dung va ki ten. Cdc mix tieu ngan han dai din cho cac bodc eh the dUcic tign hanh dg dat cluOc roc Eau dai han cua khach hang. Chang han, ngu muc tieu dai han la sap xgp gang viec thi cac mue lieu ngan han cO the la cac hoat Ong nhu doe quang cao tren bao, tigp can vdi cOng viec dude clang tren mang, chuan bi met so ygu li lid) hay cac h6 so khac dan ra cac diem manh va kinh nghiem va lien ha; vol. Van phOng gidi thik viec lam tai dia phuong. Ngu khach hang can dat dude

331

mot s6 chuan 14 a di lam nhu Mao due hay dao tao, nhung bode nay cling có the dude dua \Ma eAc muc tieu ngan han.

Khach hang: Can bQ guar} li twang hap:

Ngay.

36 In gap nhau

Cac linh titre doi

-Tinh trang Ma

- H6 fro xa hOi

-Tinh trang tai chinh

theo Ise hoach:

sang ties digm (danh ciao nhung linh vut dang xem xet)

6 - Gong vied giao duc.

- Cac h6 WI ye giai tri va nhan r6i:

- Silt khoe:

Muc WOW dal han caa khach hang:

Cac muc tieu ngen Ilan cci the'do Wong a ciAt dupe

Trach nhiAm Ngay muc tieu NgAy that NW& xdt

Chu ki khach hang:

Chu ki can b6 quan - Ngay:

Ii twang hap: - Ngay

BANG 9.2. Vi du ve kg hoach dich vu cho viec quan li twang Nip

Chung to can biet rd tang cAc muc lieu dai han thuang dude chia thAnh nhting bode nga'n han cu thg. Duoi day la met se uu digm caa each lam tren: Thu nhAt, moi Woe ct6u có thg quail li chide va se khong chodn tarn huyit caa khach hang khi doi mat vai nhung su kien hang ngay. ThU hai, theo doi at/ tien 1:10 IA /al huu ich cho viec giam sat. Met khach hang dang gap van de ve each dat dude met mue tieu ca th6 can tro gitip. thieu tign ho 0(5 the IA bang chUng caa su ch6ng doi, thieu clOng hic hay mgt phudng hhung. Co thg mue tieu nen dude chia ra hoac can tra va cac giai phap co thg dude xac Binh va tap &tot lai a dam boo khach hang cam nhan rift hdn ye khA nang.

332

Cot trash nhiem chi ra ngudi chin trash nhikm trong viec hohn thanh met muc tieu ngan han cu the. Nhung ea nhan chju trash nhiem co the bao ggm khach hang, can be quan if trudng hdp, thanh vien gia dinh hoac met ngudi h6 trd. Ngu c6 nhung ngudi khac ngoai khach hang va can bd quan 11 trudng hop ding chin troth nhiem hohn thanh met muc tieu ngan han, to nen them vao chil ki cim ho a phin cue' cUa bang kg hoach.

Vies quart h trudng hdp thitang dude sit dung vdi nhiing khach hang dgi mat vdi nhi6u khO khan. Bai vay, c6 the can phai xem xet lai viec len kg hoach de dgi mat vdi nhung thay dgi trong tinh hugng cua khach hang, kha nang hoan thanh tang buds km ho, sti tan tai mot dich vu can thiep va nhung tinh hugng khong the bigt trade dude. Noi each khac, hay nhO rang kg hoach vik tren gigy cO the digu chinh dude.

Lien kOi khach hAng vdi cac ngudn lac

Met khi qua trinh len kg hoach da hoan tat, bade tigp then la lien kgt khach hang vdi cac ngu6n hie ho din a at dude muc tieu. Day la Ric vai trd cua ngudi quan trudng hdp thong cheo vdi ngUdi mei gidi. Vg dies hinh, cac he thgng ngu6n luc Chia thanh hai loaf: chinh thin hoac kheng chinh thus. Cac he thgng ngu6n hie chinh thitc bao gOm cac cd quan hoac t6 chile khac c6 nhUng ehttdng trinh da dude thigt lap lien quan dgn nhu ciu cim khach hang. Cac ngu6n hte kheng chinh thic ban gem gia dinh va the m6i lien 4 khac cUa khach hang. Nham nay e6 the kg dgn ban be, deng nghiep, nhitng quan he thong qua ten giao va bat ki ca nhan hay nhem nao co thd gitip dd.

Vies lien kgt khach hang dgn nhiTing he thgng nguein luc bao g6m mot s6 hoot deng, of du nhu gidi thieu khach hang dgn vdi to kite, cuec lien lac (hen thoai dau lien, viec dinh hudng cho khAch hang, viec din cac mau din to hay viec dgn tham the ed quan (Rothman, 2002, trg 468). Qua trinh lien he khach hang dgn vdi cac cd quan hay nhung ngudi sung cap dich vu khac ding dei hOi can be quan if trudng hop bigt lieu khach hang c6 du beu chain de nhan cac dich vu to belt ki cd quan cn the nao kheng.

Trong nhigu trudng hdp, can be quan if trudng hop se di ding khach hang dgn met cd quan pha hop de hiS trd a lye cith khach hang va gitip nhfing kho khan khong thay trade dude. Chang han, niCu cd quan do del hOi khach hang dua ra met sg he so hay ban ghi, can be quan if trudng hOp c6

333

the gitip lam nhang he so nay. Them film, can be co the gitip khach hang hieu can phai tinh trade nhung gi trong Ian lien lac (Mu tien v6i cd quan do.

We 0.4 cid khach hang tiep can voi nhung he theng phi ehinh Ulric co the chia thanh hai loai, met la skf phi hop cna nhung he theng nay va kha nang cung ca) nhung dich vu can thiet. Neu the thanh vien gia dinh gift khoang each hay mei quan he gicia ho khOng teit dep da to Mu, st; c6 gAng gAn ket khach hang vdi gia dinh ho có the co phan tac dung. Turing neu cac thanh vien gia dinh gay ra nhung khe khan da khach hang, ho co the kh8ng hau ich.

Tuy nhien, nett cac thAnh vien gia dinh va nhung ngudi khac co the ginp rid, nhan vien CTXH can phai can nhac ho ce the duy tri no lue do den Mile nao. Chang han, viec cham soc met thanh vien có r6i loan tam than nghiem trong ce the nhanh chOng lam giam sat ngu6n 1pc tinh cam cua gia dinh. Trong nhung truang hop do, phai can nhac den viec hoan thic thi nhiem vu de ngudi cham soc trong gia dinh co the. co thai gian nghi ngdi khong bi ki'et sue. VI vay, ngudi quan If tryong hop cling quan tam tdi viec ma reng va h6 Ire kha nang ena the he theng nguon lye phi ehfnh thitc, gop phan dap ling nhu cAu cua khach hang.

Ngtidi quan If trUong hop cung cap chile nang lien Feet v6i moi he theng ngu6n 'tic ma khach hang có lien he. Mei lien ke't có lien quan den viec gitip do khach hang va he theng nguen 14e giao tiep v6i nhau va chia se nhung thong tin can thiet. Met rime dich có lien quan la viec duy tri mei quan he lam viec girth cac co quan vi ho se can lam viec cling nhau trong tudng lai.

Neu ngudi quan 1f truang hOp cung ca.') nhUng dich vu trip lieu cho khach hang nhu tri lieu hoac tham van, chUng to phai quan tam t6i viec dat muc Lieu bang each nao. Harris va Bergman (1988) xac dinh nhung nhiem vu quan trong cho ngudi quan If truang hop: (1) xay dung met mei quan he de tri lieu doi vOi khach hang, (2) lam mAu nhUng hanh vi giup khach hang dat dude nhung nine tieu quan trong trong dal, (3) thay del mei trUang cua khach hang land xoa b6 the rao can va ginp khach hang sit' dung nhung ngu6n Inc san di. Den mile do co the, vai tro nay cung quan he tdi viec giilp khach hang sit dung ngu6n Luc ca nhan ciM ban than de vuat qua nhUng rao can gap phai trong mei trtiong.

334

Gain, sat va danh gia lal

Met budc cha chit trong quan H truang hOp 1a giam sat tinh hu6ng caa khach hang a dam bao rang dich vu can thiet throe cung cap met each kip Huai ya hieu qua. Chting to Hwang gap truang hap met khach hang co nhu eau khOng dude dap fing da b6 dich vu hoac ngUng khong den nhung khOng ke" cho nhan vien CTXH. Trong quan li truang hOp, nhan vien CTXH di track nhiem theo cloi da digu nay khong xay ra.

Them vao vies theo doi khach hang, ngttai wan 1f truang hop se lien ket v6i cd quan cung cap dich vu de' nam dude nhan xet ena ca quan de ye tign bd cua khach hang. Nen than trong khi not vai chc thanh vies gia dinh hay nhung ngUai khac co lien quan den euoc sing cUa khach hang, mite do Hen be ma khach hang dang cO. Khi nhitng thao Juan do la pith hop, nhan vien CTXH phai dam bao co dude stt cho phop ena khach hang de' lien lac voi nhung ngudi khac.

Trong qua trinh giam sat can dich vu, met dieu cling quan trong la phai danh gin lai vg tinh hugng caa khach hang. Chang han, ngudi quan if truang hop nen quan tam den vice lieu khach hang có dat dude muc tieu caa dich vu dat ra lilc ban dau hay killing. Viec phai digu chinh lai muc tieu, dudethem nhung ngu6n hic Mia hay ngu6n htc mai, cung cap nhCing dich vu khac khOng nghi den t3 trade la tbttang xuyen va khOng phai la khong tfnh trade dude. Hay ghi nhd rang nhung dich vu quan If truang hop thuang dude sit dung vai nhiing khach hang phai del mat vai nhung kho khan ea doi va rang thay d6i thttang can den de? tiep tuc dap Ung nhu cau cud khach hang.

Tat nhien, neu ngttai quan 1f truang hop dang cung cap the dich vu den khach hang true tiep, to se ce nhung loai thong tin khac can phai giam sat nhu lieu khach hang co ben ba khOng? Lieu khach hang có can hoc nhiing ki nang mai ma ngtiai quan if truang hop co the cung cap khOng? Vi'ec nay danh gia tam quan trong ena viec giu gin can ban ghi do co the" xem lai trong qua trinh giant sat.

Ng'tin quan 11 truang hop ding phai lam vies vdi nhfing ed quan khac de khach hang có the dat throe nhting dich vu tat hon. Digu nay lien quan t6i viec h6 tro de giAi quygt cac rao can khong tfnh trade <bloc cho dich vu (KW quyet dinh &la ca quan khac tan ra, hay vice tao ra sit dgng thuan

335

gida the lid quan v6 viec cung cap dich vu, bao gom cac hop &Ong dich vu. Co the la truang hep met to chile guy& dinh khong cung cep met dich vu c6 san ma raua lai ti met t6 chile khac. Thtteing thi viec nay co hieu qua 1/6 chi phi hem la co gang sap x6p met dich vu ma chi co met nit khach hang nha sit dung.

ViOc danh gia

Du giam sat la met chic nang lien tut trong quan 1f troang hOp, viec danh gia c6 xu hudng xay ra sau khi k'e't thtic dich vu quan if troong hOp. Viec danh gia co the xay ra vdi khach hang ma kh6 khan caa ho c6 ban chit tam thai va hien gid c6 kha nang ganh vac gong viec doe lap. Cfmg nhu trong cac buck khac d quy trinh quan li trang hop, khach hang nen chiOc tham gia hoan toan vao nhung danh gia nay. Tuy nhien, trong nhieu hol canh, viec danh gia khong phai la bode cuei ding vi khach hang van tiep tut nhan dich vu suet dot.

Viec danh gia khi duoc tien hanh co nhfing ich Idi vudt ra ngoai ca nhan khach hang. Viec danh gia la hat nhan cua cac no hp khien can thiep cua chting to c6 hieu qua va dap dng duce nhu cau cua khach hang. Cac n6 lkfc danh gig dich vu (wan If tniang hop da cho thy thing la nhung glutting tien thanh cling trong viec dtta ra so gitip do cho nhung nh6m khach hang cu the. Cac ket qua chi ra rang nhung nguai nhan duos cac dich vu van If tniang hop tang cueing dude khA nang ganh vac cac chic nang, giam kha nang nam vien, giam cac trieu thing, nang cao chit Wong chain soc chit litung cued sting khi so sanh vat nhung ngdoi khong nhan throe su cham soc nhu vay (Gorey va cling so, 1998; Mueser, Bond, Drake, & Renick, 1998; Scott & Dixon, 1995).

Can be quan If truang hop co the lam viec nhu nhfing ea nhan hay thanh vien trong dei gitip cra khach hang. Dei nay co the gem nhling nha chuyen nghiep tit nhiing be man khac hay nhiling ngttai c6 chuyen mon khac nhau. Frankel va Gelman (2004) da Liu y rang: "Rau het cac nhan vien CTXH co chuyen men thtfc hanh true ti‘p deli lam quan 1f troang hop" (trg 7). Ho ciang chi ra rang cac hoot deng quan if galling hop thoang duet Hap hien bed nhung ngubi co nghe nghiep nhu dieu during. Quan li trdang hop thuang then ra a nhfing cd quan pinic 1.0 tre em, he thing toa hinh su, va cac t6 chic cham sec site khoe tam than.

336

Cac nguyen tee ego chic trong twangfruiting hop

Nhtt trong cac hnh viec thrIc hanh trkic tip khfic, quan I1 trtiang hdp ciing co nhiing nguyen Cie dao die can phai tuan theo. Frankel va Gelman (2004) xac dinh gift bi mat thong tin la met yeti t6 quan trong. Bai vi viec

quan Ii truang hOp lien quart den cac to chile va ca nhan khac nhau, no ma ra kha nang vi pham nhung yeu eau vg gift bi mat thong tin trong nghe CTXH. Viec gill bi mat thong tin nen dude thao luan vdi klthch hang ngay to Inc dau cud qua trinh gulp da. Digu nay dude thiing nhat trong cac nguyen tac dao due cud NASW, n6 con (Woe Luat Bao hied Y to My (HIPAA — Health Insurance Portability and Accounting Act) quy dinh. Khach hang co quyeM dO'ng Si Chia se cac thong tin cira ho va nen bilt cu the ai se dude Chia se du lieu nay. Cac dU lieu nen chiOc bao ye c6 the la tii ten cud khach hang Era di.

Cac thach thiic mang tinh dao due khac cling ten tai. Chang han quygn tq quygt dinh cna khach hang co the di kern vdi noi lo cim nguai

quail li truang hop v6 khach hang thieu kha nang dua ra nhCing quyet dinh hdp li có lien quan den nhung dich vu can thiet. Day la met van de nhay earn, trong do viec danh gia cim ngudi quan 11 truang hop co kha nang vi pham quy6n cua khach hang. Thong tki, met khach hang phai dude thong bao ve bat ki m6i nguy hai hay rii ro di kern vdi viec chap nhan cac dich vu

(man li truang hOp. Vi met ich Idi cua viec quan li twang hqp la no g6p phan kiem soat chi phi thong qua dam bao rang khach hang chi nhan cac nguen hie can thigt. Khfich hang se mat kha nang nhan dugc ding ski gitip

do nhu \ray tit cac nguem hie khac.

Mot tinh hueng nila lien quan den viec sit dung met loai quail li

trtiong hop ma Moxley (1997) goi la quan li truang hdp do he thong thdc day. Nhan manh vao viec cham soc c6 quan Ii va tac deng caa cac t8 chic cham soc co quan li nay la digu khOng the phi') nhan. Moxley tin rang viec quan Ii trudng hdp da dude nhung to chile nay chap nhan de dat drtgc ltli ich cho nhung he thong chain soc co quail 11 va khong nhat thiet la cho khach hang. Ong cho rang me hinh quan Ii trang hdp nay tap trung vao viec giam ski trong lap, tang hi'eu qua, hdp li hod cac dich vu dit do, thay the' nhiing cham sec &At a sit dung nhiing pinking phap re tin hdn. Quan li khac thirang co nglila la viec sif dung quan li Inking hdp thay cho viec be to hay cho di vign, cac phuong phap tip can co the mang lai ldi ich cho khach

337

hang nhung cang tan kern doi vai cac he thong hanh phap hinh sit va cham s6c sue khoe (Moxley, 1997, trg 16-19).

Ng'Lac lai, Molex (1997) giai thfch mo hinh quan if trttang hap do nguai tieu dung thtic day la san sang thong nhat hdn voi cac nguyen tac ciao ditc. Trong me hinh hay, muc tieu la ca nhan hoe cac Bich vu de dat throe cac muc tieu cua khach hang thay vi phudng phap tiep can met me) hinh cho moi ngttai. Phttang phap do ngttai Hen dung than d'Ay nhan manh den ski dap Ung cac nhu cau cita khach hang, dam bao khach hang dua ra nhUng quyet dinh vg su cham sac ma ho nhan &toe. NO sung tap trung vao ngtiai quan If truang hap dOng met vai fro h8 try trong viec gin]) khfich hang dai mat voi cac rao can moi truang va tao ra nhting cd the h8 trd mai. NO nhan manh vao viec tao diau kien cho khach hang kiem soat cuec sang cua minh va giam su phu thoec vao ngttai plan If truang hap.

Chuang nay nhan manh vao met ma hinh quan h truang hap trong viec theo duth phudng phap tiep can do khach hang Hale day. Tuy nhien, hai mo hinh vAn tiap tic tan tai, vA nhitng nguai lam viec trip hap co the they ea hai trong hoat dung cua minh. De biat them chi bet, ban hay xem them ve quan li twang hop bai Franke va Felman (2004) va Rothman (2002).

Vai tre van clang

Cong the xa" hal- da co lick su lAu doi trong viec try gitip khach hang. Cac nhan vien CTXH throe day da g6p phan clang ka cho viec thay doi moi truang nhom mang lai ich loi cho ngttai nhap cu va cac nhom khac hdn cac nhan vien CTXH sau nay. NInt to &A chi ra t8 troc, viec thue hanh true tiep có xu huang tap trung cu the nhat vao c8ng viec vdi ca nhan, gia dinh va nhOm. Dieu nay co the khien nhan vien CTXH khOng con tham gia vao vai b.?) van &Ong song dieu de dA khOng xay ra. Ngay ea vdi nhung quan tam dau tier' den viec gitlp da ca nhan, gia dinh va nhOm, da co nhung ed Wei va nhu eau deli ciao de nhan vien CTXH tra thanh nguoi van Ong.

Brill (1998) da dinh nghia cong viec van dOng gam hai thanh phan. Thu nhat, nhan vien CTXH bien ho cho chfnh kien cua khach hang voi nhUng nguoi khac, co the la nhan vien CTXH khac, cac vien chug chu hay bat Cif ai ea the tao ra rao can cho khach hang. Viec van do, ng thay mat cho nhung ca nhan gia dinh, hay nhom thttang dude goi la van (long truang hap. Thu hai, cac nhan vien CTXH tham gia vao h8 tra, bao ve hay van

338

clang hanh lang cho met chinh kien. Nat to da tinh trU6e, phuong phap nay duec goi la van dung chinh kien hay del khi la van deng tang lop. CI-1(1'1h kien nay c6 the thay d6i trong chinh sach ena ed quan, cac luat mai hay nhiing no luc reng Idn khac de to ra the nguen luc mhi cho he thong khach hang. Muc lieu cim van dung chinh kien hay van deng tang ldp khong phai la hO trd met khach hang Cu the ma a dai dien cho nhitng ngudi co dac tinh chung nha:t dinh. Nhitng dac tinh chung nay co the la dan tee, tinh trang khuyet tat hay hat ke nhiing yeu t6 phan biet nao khac ap dung cho met tang Idp hay met nhom rigttai. Nhting phong trao van dog nhan quyen tit nhUng nom 60 la met vi du. Trong truang hop d6, mu: tieu la dam bac, cho nhitng ngudi da matt di the dude huang nhung quyen trong hien phAp rant nhiing tang lap xa hei khac. Nhiing no lue hien nay de dam bao nhiing nguoi deng tinh nam va n3 c6 quyen hdp phap va hdp hien nhu nhitng eking dan khac cling la vi du dm van Ong chinh kien hay tang 16p.

Theo quan diem thkic hanh, ski van dOng la hanh dung do nhan vien CTXH thuc hien de dam bao quyen va ski tiep can vdi cac ngu6n luc can thief. Theo dinh nghia, no bao g6m ca van Ong trtthng hOp va van &Ong chinh kien. Hoat Ong thue hanh true tiep (lien hinh la tap trung vao lam viec vOi cac ca nhan, gia dinh va nh6m, nen chudng nay se ban them ve van clang thay mat cac khach hang Cu the. Vi du la gitip da cac gia dinh nhan duos nhiang guy& dinh c6 ldi tit ca quan lien quan den /dicing dich vu ho can dip thief. Nhung dich vu nay co the la ch6 tam Ertl, cham sec site khoe hay tham van. Clang co the la viec gay citing met dich vu cham s6c sue khoe cho nguoi ti nan. Nhfing ngtidi lam viec true tiep cling co' the thuc hien vai tro van deng bang each ling he va di cling khach hang a yeu eau nhang nguoi cO them quygn dua ra cac ngoai le cho met chinh sach. Mac (Tau nhan vien CTXH khong phai dam nhan vai trO tich eye trong viec gay site op de ra met quy'et dinh Cu the, phltdng phap nay c6 met ich lei chinh la gop phan nang cao quy-gn cua khach hang trong viec dat dude the muc tieu. Nhtt da chi ra tit truOc, viec thkic thi nhiing quygn nay la met muc lieu quan trong cua nhan vien CTXH va dude thao Juan ki hdn 6 Chudng 6.

Doi khi, van long truang hop tra thanh van dung chinh kien, nhu khi quyen ena met khach hang dat dude duoc Ap dung vei ngudi khac trong trang hop Wong tu. Khi van dog dam den ski thay dui trong chinh sach, mm nguoi dell co loi nhu nhau. Chang Han, hay xem trang hop met nhan

339

vien CTXH da van thing co quan cua minh cung dip he trd viec di lai cho mot gia dinh ma cb dang phu trach. Vi khong the dgn de tham yin theo lenh cua tok, , bg me trong gia dinh do dang gap nguy cd bi buec tai coi thitang tea va con cua ho co the bi mang khOi nha. Khi he tro viec di lai duct sap x6p, en quan da tao ra met khoan rave nh6 trong quy de sd dung cho nhUng trtiang tali) Wang ty. Theo each nay, cac gia dinh khac c6 the nhan dirge ski Ere gin') can thigt ma kilo/1g can nhan vien CTXH phai van &Mg cho tiling he thgng khach hang cu the.

Nguyen tat dao out trong van deng

Van Ong cho khach hang cling co met s6 nguyen tAc dao chic. Thu nhit, cac nhan vien CTXH khong duct phep tham gia \Tao van deng neu kh8ng duos phep cua khach hang, du cho muc tieu c6 quan trong dgn dau di nUa. Viet van doing mang lai nhfing raj ro tigm tang cho khach hang, va kh8ng trd thinh d Wong cho ntrang sit rat ro do ma kh6ng thvc ski hieu vg chting va deng y. Han qua cho khach hang cO the nghiem trong. Vi dq la met nhan vien CTXH co khach hang song trong met can he) chi thinh thoang có nude ndng vi cai may born &A Cu va nhting vat dung cg dinh. Khach hang da da cap cign vin dg nay vai Ian vdi ngudi cho thue nha nhung tinh hinh khong he thioc cai thien. Nhan vien 6:Mg tee xa hei da xin gap ngtiai chii thug de van doing cho khach hang. Ngtiai to clang nhau xem xet nhung Liu va nInioc diem cua vai tro do doi vdi ngudi lam CTXH. Met mat, nhan vien CTXH có the lam cho tinh hinh dude cai thien.LiOc lai, ngudi chit thue ce the quyet dinh duth khach hang ra va cho nguai khac thue. Khach hang tinh town rang day la met not kha re de sang, ya rang rtgu chi phai chuye'n di, chi phi thue cua chi se bi tang len 50% tr .() len. Sau khi can nhac nhiing rai ro met each Wong d$i, khach hang quygt dinh ehiu dung ski bit tien va you eau nhan vien CTXH thei khong can thiep. Met diem tich cue IA cugi cling ngudi chu thue da giai guy& vin de sau do met nam.

Quygn tt quygt cua khach hang doi hot rang ho cling phai tham gia trong moi quygt dinh Wong tu, du la rui ro co ye khong (tang ke. Dieu nay co the trd nen rat rgi thin khi khach hang có kha nang han chg de hieu dugc digu gi dang xay ra. Cling he do, nhan vien CTXH phai sU dung moi phuong tien co the de dam bao rang nhung khach hang có duct cd hOi t6i Uu trong viec Iva chon dva tren nhung dieu tgt nhgt doi vdi ho.

340

Met han chg vg dao difc mita lien quan dgn quyen cim nhiing ngitai khac. Cdc nhan vien CTXH khong thd van deng cho khach hang ngu lam nhtt vay la ho dang la di hay lam ton hai dgn quygn lqi cim ngudi khac dU cho khach hang khan khoan nhd dich vu cim chUng ta dd dat &kin nauc dich. Chting ta cling khong thd tham gia vao nhung hoat deng van deng de doa dgn quygn ldi chung cim xa hei. Chang han, chimg ta khong thd ph6ng hoa met d8n canh sat do met khfich hang, tham chi met nhom khach hang bi phan biet dgi xii khi thkic thi phap luat. Cac phttong phap caa chting ta phai nam trong nMing IntOng dan dao due cim nghg nghi'ep.

Met chi dan chung nUa trong viec sit dung van dong la sit dung no theo each khong lam tang ski phu thuec cua khach hang vao nhan vien CTXH. Digu nay dea hai vi'ec khuygn khach va ginp do khach hang to lam cho minh nhigu den mite co thd. Ngu viec van deng doi Ilea met kign thiic hay ki nang cu the' ma nhan vien CTXH phai co, vai trO da chking ta la dan duong cho khach hang. Ngu khong, khach hang nen tki van (King cling vol nhan vien CTXH dung clang sau.

Quyot dinh Itic can ygn dgng

Co nhigu tinh hugng, trong do viec van clang la met hoat deng thich hop cho nhcing ngudi thkic hanh true tigp, Met se; tinh hugng dude clan ra dudi day:

Ntaing tinh hudng van dgng thich hop

1. Khi khach hang bi tii ch6i dich vu hay cac nguem luc khac ma ho c6 quygn hop phdp dude httang.

2. Khi khach hang bi tit cligi dich vu hay ngugn luc ma cac nhom khac van dude Intang.

3. Khi eec dich vu hien thai khong dap iing dude nhu cau caa nhigu khach hang.

4. Khi cac qUyet dinh anh Intang d'gri khach hang lithe dUa ra theo each doe doan va th'dt thtlaing.

5. Khi khach hang phai dgi mat vdi ski phan biet khi sit dung nhiing nguen lkte can thi6t.

6. Khi cac dieu kien xa hei "mang tinh gay hai dgi vdi con ngktdi" (Brill, 1998, trg. 214).

341

7. Khi khach hang tim kigm cac dirk vu hoac ngugn lye thi bi doi xU vd nhan dao.

Kiln thus vOn dOng

Van clang doi hai ca kiln fink va ki nang trong viec Ap dung nhung boat Wing cu the. Chang han, nhan vien CTXH phai bit khach hang dale twang nhung quygn hop phap neo. CO le la dien r6 neu you eau met cd quan sung cap quygn hop phap ma killing cd trong luat. Tuy nhien, nhigu quygn chide quy dinh trong Hien phap, nhu quy trinh sap cat san hay quyen to do nein luan. Cec quygn khhe e6 the quy dinh cho nth:Mg luat rieng 16 nhu luat ve nguoi khuygt tat. Trong nhigu trtlang hOp, c6 the not chuyen vdi met 'oat gia n'eu khang chat than.

Them vao do, nguai that hanh CTXH phai co hieu hilt ye cac chinh each cua t6 chile truck khi dua ra 1f le la to chite da khong hanh deng hop If. Day la each ban ea the tham do trade khi dam nhan vai trO van deng.

Dieu thit ba phai xem xet IA quy trinh hoac tha tut khieu nai hay yeu eau ra quylt dinh vg met van de. Quy trinh yeu eau nay c6 the duoc ghi lai trong cugn s6 Inking dan chinh sach cua cd quan, clang vai not quy hay quy tAc, hay don gian chi la nhfing kh6 khan do phai theo met chubi cac menh lenh cua t6 chUc. Trong throng hOp cuei nay, guy& dinh th do nodi cap tren trite tilp ra chi thi. Nlu quyet dinh eith cap tren bi coi la khong tong bang hay chinh xac theo chinh sach, ngtlai to se yeu eau quye't dinh tit cap cao hon. Hau het cac guy& dinh trong t6 chile deu duoc yen cau thong qua cac kenh chinh thitc Ara khong chinh thitc. Hiern khi van ban cuea ding giong nhu van ban dau tien trong nhling trudng hop nhu vay. Trong bat cu trtiang hop nao, nhan vien CTXH phai biet ye quy trinh nay de su dung no cho thich hop.

Dieu thu tti phai xem xet la nhfing doi Wong can tro t . Doi Wong can tra la nhung nguai hay nhung to chat ngan tra hoac gay kh6 khan cho khach hang trong viec hoan thanh muc tieu. Chang han, truck khi gap met doi Wong can tra, ngUdi van deng phai xem xet lieu dOi Wong can tra co kha nang muOn nht-ing gia tri, muc tieu, hay muc dich Wang to khOng. Lieu (lei trong can tra có coi ma vai nhling thuylt phut khong? Ai se la ngliai tgt

Connaway. R. S.. & Gentry. M. E. (1998). Social work practice. Englewood Cliffs. NJ: Prentice Hall.

342

nhat di thuyet phuc? Ca nhan nay se hanh clang the nao neu nguei thuyet phuc dung viec deg chqt? Del Wang can Ira c6 tac deng va quygn Itic den dau de hoar là long \rei you eau, hay ngan can no? Kik do de bi ten thtthing cua doff tMing can trig del vdi van de nhu the nao? Chang hail, lieu dol Wong can tra có la di cac chinh sach hay Mat hoac c6 nhung Ithnh vi bi col la kern chuyen nghiep khong? Nell gap met trong nhiing tniong hqp nay, (lei ttiOng can tra co a hi ton thud/1g Win tin cac no 14c thay d& khong.

Theo Connaway va Gentry (1988), cac nhan vien CTXH cang phai nhan dinh tinh hang dm khach hang la met phAn caa guy trinh lap ket

hoach khi xem xet viec sU dung van deng. Vatn de quan trong nha't la do do bi ton thuong cith khach hang. Co hai khia canh quan trong cim de a bi ten thuong. Thy nhgt, tinh hueng cna khach hang tang c6 nguy cd thi tang phai hanh deng quyet down va nhanh chang htln nhu trubng hOp cith nhiing khach hang vo gia cu, hay nhung nguoi thieu nhilng nhu yeti pham ca ban cna cu'ec song hoa'c met gia dinh can tham van ve hen nhan d'Sy manh quan he cith ho. Them nua, ngtiai thtle hanh CTXH phai xem xet khach hang a 14 ten thtfong den mite nao neu doi tticing can tra phan ung tieu cge vdi cac no lye van dOng. Lieu khach hang có bi ten hai do vice tit chol cac loi ich hay ngu6n lye khac khong? Lieu no có tao them cac van dg lam cho sy viec Ira non toi to htln khemg?

Met khia canh thti hai vg tinh hu6ng cna khach hang IA nguem lye cith trong viec tu giai quyet. Nhung ngu6n hie nay bao gem kha nang van deng coa khach hang cho ban than, sue chili dung trong mau than hay tranh cai, nhilng kinh nghiem trong viec giai guy& nhung tinh huang tudng ty, va site manh cam kat trong viec dat dnue muc dtch (Connaway & Gentry, 1988).

Khi mei su can nhac ke tren da dude x6p vao the y6u t6 can bang la hie nhan vien CTXH va khach hang dtta ra nhilng quyel dinh lieu van deng c6 phai la met phUdng phap can thiet khong? Khi quyet dinh cif ti6p tuc, nhan vien CTXH phai stiff dung den met that cac ki nang khan nhau de dat doge cac muc tieu van Ong.

Cac ki nang van dOng

Van deng can met s6 cac ki nang nhat dinh a dap img vol nhiem vu xoa 136 rao can mOi truing. Nhang Id nang nay bao gem (1) thuyet phuc, (2) giao due, (3) thudng thuyet (4) hanh clang phap

343

Thu* phyc

Cac ki nang thuygt Owe (Wee sti dung de' lam cho ngUai ta dua ra mot guy& dinh hoac thay dei, hay di chuyen theo met htiOng bang each nao khan de mang lai 19i ich cho khach hang. Viec thuygt phut IA met phucfng phap phigi hop doi hOi phai 06 chuin hi, thu than cac sv kik va lang nghe. Chang han, ngugi lam CTXH phai higu hilt van dg va c6 the' dien dat no ro rang vol doei Wang can tra. Sau do ho phai co kha nang thao luan vg tinh hinh, sap xgp tat ea cac th6ng tin co Wan. Mae Lieu la dgi Wong can tra hieu ro tinh hugng va hilt rang nhan vien CTXH va khach hang clang co nhiing hien bie't Wong tv. BUgc thU ba la phai danh gia trU6c va/hoac Lang nghe thiu dao quan diem dm dgi Wong can tra. Digu nay nham d'gn met so ldi ich, bao gem viec thg hien sa nhay cam v6i nhu cau va tinh hugng cua doi Wong can tra thien y mugn thug nghe va thiu higu. Tat nhien, no clang cho Oak nhan vien CTXH xac dinh cac Ii le va St Wang ma nguai do ce the' si dung a dap lai quan diem dm dgi Wong can Era.

Tier, theo, nguai van deng phai neu re digu ho multi xay ra. Day la met cha de ma nhan vien CTXH va khach hang da thao luan va no se gitip hoan thanh mac tieu ea' a khach hang. Trong mot s6 tinh hugng, co the la khan ngoan khi xac dinh chap digu se xay ra ngu doi Wong can tra khong deng y vgi nhung hanh deng da duck thigt kg. NhUng Iva then nay co the bao gem viec you du them hay them chi la kiln ra toe.

Met so ygu to có the anh hukg dgn kha nang doi WOng can tra (Wing g vita yeu du cam khach hang. Ho rang la tang yeu eau it to doi Wong can tra, tang dat throe yeu eau. Viec doi hOi mot chn cho thug nha thay met vei nude nang c6 nhigu kha nang dat duct hen la yeu cau thay tit ca the time se dm can ho. Cling Wang ta, ngu dgi Wong can tra tin rang ho clang co ich lei chung voi khach hang va nhan vien CTXH, ho se a deng y lam vdi met de xuit dua ra. Phtidng phap ma nhan vien CTXH ap dung cling có thg c6 quan he yell quan digin Una doi tueng can tra. Chang han, tot Mtn la dung met chitin thuat hqp tac de thuye't phac khi co the. Kheng ai mugn nguai ta not nhu dam vao mat minh va chitin thuat tin cOng co the phan tac dung, lam cho clgi Weng can tra tra nen quygt tam khong thoa hien.

Ngu viec phoi hop Ira Ong tee khOng co tee dung, ta se phai dung cac Bien phap khac. Nhring tuyen bec phan doi del vOi quan diem caa etgi Wong

344

can tra la mgt vi du. "Tei khOng cam they de xugt cua anh/chi dap ling chicle nhu eau cua khach hang cua toi" la vi du mot lai tuyen b$. Trong nhang trtiang hop it gap, co the can thiet phai di xa hcin bang each tuyen b6 met dinh dol mat vdi quan diem cua dgi Wang can tra bang moi each cO thg. NhUng each nay bao g6m gui don de nghi hay kien ra toe, tham gia vao cac hoat dOng xa hot nhu can during bigu tinh. Hay nho rang cac phukg phap it d61 clau nhat nen chive sit dung truck khi chuygn sang cac chitin thuat hung hang hOn. Luu y nhat thiet khach hang phai dgng vai the chitin thuat gay hgn truck khi nhan vien CTXH thii dung thing.

Cal cling, hay tom tat cac thao luan giia ng -tiai van dOng va Wong can tra van dg, cac giai phap de xugt va the linh vtic thoa thuan dude phat bigu lai (Halley, Kopp, & Austin, 1998). Khi doi tticing can tra da chgp thuan met de nghi la hie nhan vien CTXH va khach hang cam on va chuygn sang van de khac. Neu cube gap khong thanh tong, do la xem xet lai nhung Itla chop mo to tren day.

Ciao duc Viet thuygt phuc nh3ng ngtiai khac la mgt ki nang quan trong cua

nhan vien CTXH, nhung no khong phai la ki nang duy nhgt cua ngtiai van dOng. Chang han, nguai thue hanh CTXH co the giao due dgi ttiOng can Era' khi ro rang la ho dang can tra dua tren quan digm c6 tit nhang thong tin sai lam. Viec nay bao g6m: trinh bay da Nu met each 1-6 rang va thuygt phuc trong khi có the chOng lai va sua chaa nhung II-J .611g tin sai caa. dgi Wang can tra. Trong cac tinh hukg khac, nhan vien CTXH, khach hang va dOi ttiOng can tra co the sit dung cac ki nang giai quy6t van de. a ten den mgt thoa thuan. Viet nay lien quan den ap dung mot ni8 hinh giai quy6t van dg bao g6m nhap cu8c, len kg hoach, thus thi, danh gia va ket thtic dg giai quygt mot van de phite tap.

Placing Wong Met kl nang luau ich trong van dOng la thuong luring. ThtiOng Ming la

qua trinh cO lien quan den hai hay nhi6u ben, thuang ed nheing mite cre quye'n 1pc khac nhau, tap trung vao vies mang lai met thamg lei - mot thoa hik thOng loi. Theo Netting va dOng nghiep (1993), "de co thg Hutting thuy'gt, ca hanh deng va he thong muc tieu dgu phai nhan thiic throe rang m6i ben deli c6 thit ben kia man, nob kh8ng se khang co li do a ng6i. ban

345

ding nhau" (trg. 256). Cung tuong tu, truck khi buOc than vao thuang thuygt a co (Mac met thuang Luang, m6i ben clang phai xac dinh se phai sun lOng mat chi gi do a aloe met tai khac. Re rang la nguyen tat nay c6 the dung chi khi ban có gi do de thuang Meng, n6u khong hi sinh de dat muc Lieu cao han, viec thuang Wong se c6 nguy ca that bai.

Met bttac nhgt thigt phai lam truck khi Mt& vao qua trinh Hwang biOng la ea met kg hoach chi/1h xac vg nhung tiOc muSn time sti cim he thgng khAch hang (Kahn, 1991). Vdi xac dinh quan trong nay, cac chitin thud, t thuang thuygt bao gem viec yeu cau them dg to ba met thit de dpi lay tai ma khach hang mugn. Vi'ec thuang thuygt kheng bao gia bat dau to in& quan trong nhat, vi khong dat duos no se dan dgn met trong hai ben cam thay cay clang.

Thttang Mang c6 the duck: sit' dung trong met 86 tinh hugng. Chang ban, no có the co hiett qua khi duac sit) dung de ghip met em gai va cha me em di dgn thou thuan vg gia hop 11 phai v6 nha khi di sinh hoat toi a trtiong. No cang gin') cha me va dila con hi du6i hoc dat dude mot thou thuan vdi phong hanh ehinh cita truang dg ra dieu kien. Thay vi du6i hoc, co th6" gia dinh se d6ng y mot an treo hay met hinh thfic it nang n6 han nhana dh lky mot thit cho he thgng truang hoc. nit c6 the mang dpi la met hanh vi ma thigu then do se phai lam cho truing hoac cha me em bac 1)5 de doa kien trttang len ton.

Cac hanh Ong phap li

Cac ki nang nghiem ngat phai co khi tign hanh one hanh deng phap la: sit dung cac quy trinh t6 tong, de doa dua deli Wang can tra hoac to chitc cua nguai do ra tong luan va cac chitin thuat gay sac op khfic (Connaway & Gentry, 1988). Tuy nhien, khach hang phai nhan Unite dune hoan toan hau qua ma nhUng chitin thuat do cO the dan dgn

Van deng la met vai tre quan trong cua nguai thue hanh CTXH, nhat la khi khach hang bi ngan tra trong viec thvc hieu nhung quygn nhu nhung nguai khac hay bi to chgi nhung nguen htc ho can de sgng. Met sgld nang do nhung nguai van (king sU dung cling la nhung ki nang hall ich khi lam viec vdi nhung ca nhan, gia dinh Ira nhOm (VD: ki nang gin() due, thuygt phut, va thuang Wong). Cac ki nang khac bat dal) tra thanh cai da duac goi la nth:Mg hanh deng xa hei hay t6 chiic ceng ding (VD: t6 tong, cac hanh

346

deng phap H, viec dua ra tong luan). Nhung phtbing phap nay ce hieu qua khi van deng cho cac tang bap dan ou chit khOng phai chi dung cho he thOng khach hang ca. nhan.

Cac thach that khac Mac dau nhung ngtiOi thue hanh true tiep CTXH si4 dung phan Ian

thoi gian de giai quy& vOi cac oh nhan, gia dinh va nhOm, song dOi khi viec theo du6i met thay dei trong to chile hay tong d6ng se la can thiet. Chuang

nay xac dinh van deng, nhat la van deng truang hOp la met boat deng quan trong trong thuc hanh trkic tier). Van deng truang hOp c6 the co hieu qua khi tam kiem kelt qua cho mot khach hang ca nhan, song khOng the dam bap rang nhUng dieu dat dude cho khach bang A hay gia dinh B se den duet vOi

con khach hang Wong lai. Vice met co quan hay t6 chitc tao ra ngoai lc cho met trtiong hop Cu the la khong phe Men, chit ohm ke den thay deb chinh sach hoac thu We de nhtling ngtthi khac clang CO the c6 loi. Dieu nay c6 the la do can he thong co xu }Wong duy tri trang that hien tai bat chap sit mat can bang hay can tr6 hien tat

That bai trong viec tao ra nhung thay dei 1a thuong xuyen khi lam viec vdi nhung he thing khach hang, khOng ke quy mO' cim he thong do. Vdi khach hang ea nhan va gia dinh, chting ta co the ket hop cac hoat deng giup ho chuan bi gilt lai nhfing lei ich da dude hang khi lam viec vdi ehiing ta. Nhiem vu nay IWO khan lion del vdi cac nhom ldn dude nham den nhu la met phan cim van deng trttong hop. Wet qua la, ngUdi thud hanh CTXH true tielp c6 the thay minh dang co tao ra met thay del lau dai hon trong nhung he thong do. Cuoi cung, viec van deng cho m6i ca nhan mai c6 Sr nghia hdn khi eat phap la met thay doi lau dai khien moi khach hang delta c6 lei.

Tinh huting thit hai có the dOi hai viec tham gia cua nguai thi,tc hanh CTXH khi met he thong lOn to choli tao ra nhiltng thay quan trong trong chinh each hoac hoot. Ong cO hai cho thanh vien cua ho. NMing boat deng nay c6 the anh htiong den toan be tong ding hoac met nhem cu the. Met vi du la cong ti xii li nude da nhan dude met hOp deng lam sach nude ngdm claim nhiing chat S nhiem. Kehoach ban dau ena ho la loai b6 chat o nhiem, sau do born chat 0 nhiem ra &rig song ben canh. Deng song nay WI bi nhiem ben, va dang chay qua met phan cna met tong deng dan cu ngheo. Khi ke hoach do (Moe thong ban cho ding chting, rat nhieu 5' kien phan del

347

viec loai b6 chat band met ndi r&i chia sang ndi khac. Khang ch6ng choi not vii ap he nay, ding ty xit Ii nit& phai be k6 hoach do.

Mac dau kg hoach giai quygt no6c ngam bi o nhiem co the khong gang vii van de cua CTXH, that to la nO da roi vao met chu'an dao due cna CTXH vg trach nhiem van Ong cho "ph& loi Chung cua xa hei, tit mite dia phuong den mac toan can, va ski phat trien cim con nguai, ceng deng, va mei truing cua ho" (NASW, 1999, p.26). Theo Lieu chuan dao due, chgt Luting cuee sting dm con ngtidi trong met Ong ding la not quan tam cim cac nhan vien CTXH. Khi chal luting cuec sing bi de doa, nhan vies CTXH phai giai guy& skt de doa nay thOng qua hanh deng vii cac nham khac.

Met tinh hugng nun di the xay ra la co hei lam viec vi nhiing thay d6i c6 the mang lai Lai ich cho nhung he thong lOn gem nhigu nguai. Chang ban, khi nhang chming trinh d cap d6 lap phap duct dem ra, cac nhan vien CTXH c6 co hei de tham gia vii nhUng nguoi khac nham Ung he de xugt nay. Mot de xugt cung cap nhieu thuSe hdn cho cluteng trinh tai nghien c6 nhiing buck tich ate hdn so yea viec cam dean nmtai sit dung ma tug'. Vied tang tai tre cho cac dich vu ngan than bao lift c6 the la met muc Lieu khan ma ban mugn Ung he vii to each la met nhan vien CTXH. Trong nhung loai tinh hoeing nay, nhung to chile nhu Hiep hoi nhan vien CTXH Hoa Ki thtiong thing ra van deng hanh lang tich cue cho nhung de" an. Day IA met co hei tuyet vai de the hien ski h8 tro bang each vigt thu hay lien he yeti cac dai dien lap phap tl cac mite dia phoong va trung oong.

Cac chitin itivc phat tri‘n mei hiking kit

De giai quygt nhung thach thud vg bnei troang da nei trong phgn trtiOc, to se thao luan v6 mot s6 chign hide thay del c6 the sit dung. Phan sau day se nghien ciiu nhitng mo hinh thay del gem CO hanh deng xa hei, kg hoach hod la hoi, thay dei to chilc.

HAnh Ong x5 hgi

Hanh deng xa hei IA met thuat ngit dude Rothman (2001) sit dung de mg to nhung n6 he thuec loai van dank nham mang lai "nhang thay d6i n6n tang trong ding deng, bao gem viec phan cOng lei quy6n IVc va cac ngu6n he cling nhu tip can doge vOi quygn ra quygt dinh cho nh6m it quygn We" (trg. 33). Cac nham it quy6n 1pe cO the bao gem nhung ngtiai ca cac dac tinh nhu ngheo, bi ap bile hay cac hinh tilde phan biet dgi x& khan.

348

Hoat dong di kern voi cac hanh deng xa hOi có the IA the phudng phap dei &Au nhu bieu doh, tay chay, bai tong, than during va van dong lap phap. Cac n6 hie de? dat dude doi xii cOng bang cho nhfing tong nhan nOng trtidng va da bao ve mOi trudng thtiong lien quan den the loai twat dong mang Unh del dau hdn. Gan day, nhung hoat dOng nay da dude h6 trd bang nhiing hoat ding khac it gay tranh cal hdn. Nhung phtiong phap nay co lien quan dgn viec tao dung lien minh, tham gia vao the align dich chinh tri, vigt thu, thuong thuygt, xin h6 trg va cac budc khac dude thiet ke de tang Wang guy& hie cho nhung ngitdi có it anh intang trong xa hei

Met li do de thay dai chign thuat hanh dOng xa hei la skt phan Ung qua dang t8 nhilng phitdng phap del dau va can tra nhu skt bat tuan cua clan thong ye cac tuck tuan hAnh. Nhfing chien thuat IA c6 nhung lai ddy met s6 ngudi co' the la ang minh cua to ra xa. Li do thii hai la hau h .& the nhan vien CTXH dang cung cap cac dish vu true tiep va the hanh <Icing xa hei kheng dude tinh tdi dung nhu vi tri cua ho. Vi thieu thdi gian va do hinh phat cua t6 chile nett ho tham gia vao nhilng hoat dong (lei dau trong hanh &Ong xa hei, song ho c6 the van dong nhling vai trO quan trong theo nhigu each khac.

Kha nang te; eh& vdi nhung dong nghiep có cling suy nghi la met ygu to quan trong trong hanh dOng xa hei. Mac dau the ca nhan nhdt dinh c6 the c6 nhung tac dong quan trong tdi nInang ski kien, song lam vies nhom thuong mang lai nhigu nigm tin va sue manh hdn cho the no Lie thay dea. Vi vay, cac hanh di5ng xa hei có the dung nhat khi cac ca nhan va to chic hop lai de dap iing nhu cau cho sat thay del. Theo Rothman (2001), sue manh c6 the den chidi dang "th rat nhieu tin hoar rat nhigu (trg. 39). Nen thieu ngu6n dau Lien, cac nhan vien CTXH ce. the sit dung ngugn thu hai. Ban c6 the nghi den, kha nang cling lam viec vdi ngudi khac IA mot k3 nang quan trong trong viec dung nen nhung lien minh. Lam viec trong met nh6m Ion dOi hen kha nang rang nghe tot, giao tigp mach lac va dOng nhang vai fro thich hop can thiet da nh6m ganh vac chide trong trach met each c6 hieu qua. Cac vai trO cua nhOm dude ban dgn ki hdn a Chuong 8.

Gee hanh dong la hen ding dOi hal lOng dung cam vi nhung muc Lieu can thay del thUaing lien quan tbi ngudi ca quygn hie trong tong ang. NhUng khO khan ma ngudi nay mang lai c6 the có rai ro cho ca nhan va ngh6 nghiep. Cac nhan vien CTXH dOi hOi nhung ngudi co quygn lkic chia se

349

elning vdi nhfing ngtioi khac, va nhu va)..; co the trai nguric vdi nhilng loi ich ma ho cho la tot nhat. Khring may ngttai nom gid quyen lkie xem nhung n6 hie nay la dAng ca ngoi. NgUoc lai, viec dat dude thanh cong khi thay clei la su nang cao quyen he cho nguai huang lei va nguai tham gia.

Nhung chign thuat mang lai thay d6i thong qua hanh dung xa hei c6 the rat sang tao. Chang han, Haggstrom (2001) ke den kha Ming thu hilt su ehti § eila met t6 chile hay met nhom ra quygt dinh khac. Nth:Mg nguai ra quygt dinh dkia vao luat phap hay the Mat le khac có the rat mien cirdng khi co ai d6 xem /cot qua sou vao (Xing viec cua ho. Thong to nInt vay, the lion minh co the mang lai kgt qua mong muen cho nhCing nguai ra quygt dinh de dei Idy nhCing thay dei can dna Quygt dinh do met thanh vien trong lien minh dua ra nham bar) trd cho met doanh nghiep de dei Idy viec doanh nghiep thue nhigu eu clan trong vring han co the mang lai Igi ich cho ea hai ben. Tat nhien doanh nghiep en the khong thue them ngubi vi lien minh de doa toy chay doanh nghiep d6.

R6 rang de chign thong trong met Iran chign la kh8ng du ngu khong c6 su thay dei tigp theo. Chang han, ngu muc tieu la tang su he trO cho nhung nguai nhan Bich vu xa lira hay the *11 vu khac, can phai co nhilng thay dei lou dai de digu nay throe lien tue. Viec dua nhtIng nguai huffing 10i vao nhfing cO quan ra quy-gt dinh nht.t cac uS, ban va hai dOng cho ho met vai trO dai hdn nhieu. Viec bao dam rang su thay d6i trong chinh sash Wide cong khai va in in thanh cac tai lieu chinh that la met each khac de gidp dam bao rang su thay la lau doi. Phudng phap thu ba la loon de cao canh gine. Met nhiem vu lien tut can thigt IA theo doi nhilng nguai ra quygt dinh lam dang gi. Chang han, khi nhan \Tien canh sat khong nhin thiy, nhieu nguai se lai vi pham the 1oi giao thong. Nhiing nguai ra quygt dinh cling khong khac gi ho.

Kiho@ch hod xa hdi

K6 hoach hoa xa hei la viec xth be nhung van de /l hei trong eeng dang, nhdt la nhung thu nhu tool pham, bao Mc, nha d chat luring Hap Ira khOng dude huong day du su chain sot the khoe (Sheafor & Horejsi, 2003). Lauffer (1981) da goi kg hoach bon xa hei la "th phat triers, sti ma Ong, ski phol hOp cac dich vu )(a hei va the chinh each xa hei" (trg. 581). Cac hoat thing cha nhung nguai thkic hanh true tip trong bei canh nay la "thu thap

350

thong tin, phan tich du lieu, chia se the thong tin ki thuat va len ke hoach chuong trinh" (Sheafor & Horejsi, 2003, trg. 117). Met giam doe ed quan quy& dinh bat dau chia ra dich vu eai nghien vi day la met Nigel de clang era nen nghiem trong trong tong ding dm chi la dang lam lie hoach hoe xa Ban giam clec co quan c6 quyet dinh ma met van phOng chi nhanh a mot \rung c6 thu nhap Hap de den duoc v6i nhung khach hang khO tiep can vai nhung dich vu dang có cang la lam k6 hoach hoa xa hoi. Met nhan vien CTXH hoat dung trong met UY ban cua tong dOng chiu troth nhiem xem xet nhung he so xin phOp xay dung clang d trong vi tri c6 anh huung tdi 1(6 hoach hoa xa hoi. Nhan vien CTXH sap x6p the dU lieu va so lieu a chi ra rang van de bao luc gia dinh dang trd nen tei to hOn trong cac khach hang tiou bleu ma co quan cua ngudi do phut vu va yeu eau co quan xem xet viec phat trim met Ice hoach de giai ouyet xu htiang nay cling vay.

Dieu can nhan manh a day ve nhan vien CTXH (long vai tre it quan trong del Alai hanh dung xa hei va ke hoach hoa xa hei nhung khong phai luem nhtt \ray. Nhieu nhan vien CTXH lam viec trong nhiing co quan Inking tai viec tong ding tot hem VA met xa hei tot hon. Nhung ngt.thi khac thi lam tham antu cho cac vi lanh dao chinh tri hay nhung quan chic dude heti cif Ni6 quyen cua ho. Nhung vai trO CTXH quan trong co the IA nhung &big viec khong time tiep trong Olen chide nhan manh ve hoat thing true tiep trong bai nay.

Cac thay c101 trong to' chat

Hen het cac nhan vien CTXH luc nao do trong sit nghiep cua minh se la met phan cua mit t6 chile dich vu. Day c6 the la met cd quan dich vu xa hei, met co quan dich vu bao ve, met t6 clthe to phap tei pham hay tre em, hay met s6 the the the khac. Ho cling a) the la mat phan cua mot t6 chile phi loi nhuan to nhan hay met co quan to nhan vi 10i nhuan. Co quan nay ce the dude tai tro met phan hoac toan be. Cuol cling, n6 c6 the chicic met nha Ilia hay met t6 chile ten giao khac quan 11. KhOng ke den no c6 eau true va hoat thing nhu the nao, moi t6 chile vao thoi diem nao do se lam cho can be hal v2 chinh sash va hoat Ong cua no. Viec lam cho to chile cua nhan vien CTXH thay co the a dang. Du sao thi nhan viola CTXH cling la met thanh vien trong t6 chic, tham chi ce the la cap tren. Tuy nhien, ban chat dm he th6ng IA duy tri sv en dinh va daly lui moi n6 We thay de;i.

351

Hai vi nhfing nhan vien CTXH la met phan cua to ch$c, ho có quyen lai bgt di bgt dich trong viec cd d lai co quan. Clang khong phai muc tieu cua nhan vien CTXH la pha hoai hay gay hai cho to chlic ma chi nhAm ginp t6 chile lam viec tot lion a dap Ung nhu eau aim khach hang. Cae no lac dude ties hanh de dat dude muc tieu cu6i cung nay vi vay se khac vdi nhcing no hic s& dung trong cac hanh &Ong xa hei truyen th6ng. Phan eau day ma to met so nhung phtiOng phap nhan vien CTXH co the Wing de lam thay d6i te; chile tii ben trong co quan cua minh.

Mat phan rich linh vac lac lacing (Force Field Analysis - FFA)

Du cho nhan vien CTXH dang can nhac viec ma met chudng trinh mdi, thay dai nhung chinh each va thu tuc hien co hay no lye thay dOi a cap de t6 chile hoac Ong (tang, met trong nhung tong Cu luau hieu nhgt la phan tieh FFA. MO hinh FFA dude Lewin (1951) phat trien, cling la /ten tang cila cac ma hinhhIc long ben trong va ben ngoai da thao luan a Chuang 2.

Khai niem thi taring doi don giAn nhu cung cap mot pluidng phap tuyet viii trong viec xac dinh nhung lac Kiang can tra va nhung lac luring ho tro cho met thay d6i dude de xugt trong met hoat &Ong hay linh vac cu the. &roc &Au tien la Cu the hod va lam sang t6 hoat Ong hay muc tieu ma ban dang theo du6i. Day co phai la met claming trinh mdi phut vu met nhom clan so cu the hay su thay d6i trong met chinh sach cu the a ea quan. Budc thli hai la phac hoa mei truang trong do su thay dei ban de xua:t se din ra. Day eó phai la met co quan hay Ong clang, met khu vac hay la su ket hcip nhung ygu t6 do. atac tha ba la xac dinh tat ca cac hie Wong trong m8i trtiong do ma ban nghi la se phan dal de xugt cfm ban. Khi da tap hop xong, chUng tra thanh nhung lue luting can Era kha nang dat duos muc lieu cila ban. Cac lac luring co kha nang can tra co the bao gem met can bO hanh chinh mien curing chi tra them tign a bat (tau met chudng trinh mdi, va nhung nhan vien mong mu6n duy tri tinh trang cfla ho vai brit ki gia nao. Nailing yell tgkhac co the la chi phi phat tridn met dich vu mdi va ski thieu nhan vien co du trinh gido due va dao tao de dua ra dich vu mdi.

&lac thu to IA xac dinh va clan ra nhung lac Wong trong mai trtiang se tao then kien hay ha trd trong no lac thay d6i. Nhfing lac Kiang nay bao gem kit& nang cila ban tao ra thay dtii dua tren nhung ygu to nhu mai quan he ca nhfin vdi ngtiai ra guy& dinh, ski Ban sang di van do, ng hanh lang mot

352

ban giam et& hay nhfing ki nang khac cO thg gin') ban dat dude muc tieu. Cac lac Wang ben ngoai c6 the bao gem nhUng khech hang higu van d& san sang len tigng thay mat cho y kign dm ban vi ho se sit) dung dich vu duct tao Ho cang se bao g6m nhilng ngudi cO quygn laic trong tong d6ng hay t6 chuc ma ban bigt se tang ho kieu dg xuat ban dang dua ra.

Hay ghi nhd rang nhung 1f do cho met dg xuat nhu tray cluia cO la vi Irian th met sit can bang Wang clea gifia nhfing l fe luting Ung he va phan clgi. NhOng lue luting mdi c6 the dua van Om c6 ti6n, met nh6m nthing nguoi thich de xuat, y kign cud Ong d6ng. Ski chti y cud cac phudng tien truy6n thong, sit Ung ho ca nhan caa nhung ngt.thi dung clan y kign, va bat cu gi ma ban co the nghi ra.

Bade thilndm: la qua trinh danh gia site manh trung dgi dm mai he luting c6 tropg the ben chign tuygn. Sue manh cua nhiing he Wong tang he va phan dgi so ygu t6 quan trong quygt dinh ban c6 thg dat duct muc dich hay khong. Phan tieh nay se cho ban met cam gide Wong dgi chinh xac ve viec lieu ban co thg cO du site manh dg thay dgi tinh hinh khong. Neu ban quygt dinh rang muc tieu vita that tg, vita c6 the dat dude, back eugi clang la Mon mgt kg hooch a at duo, muc Lieu. Chitin We nay phai dace suy nghi ki tang a mai Me luting can fres' co the thanh trung lap-hoac co the vticit qua (Meenaghan & Gibbons, 2000). Neu dude su dung dung can, me hinh nay c6 the hCiu ich du cho muc tieu la thay d6i t .6 chile hay tong d6ng. Trong phan sau, chting to xem xet chit dg xay dung the chuang trinh mdi.

X5y dung cac chi/Ong trinh mai

NhCing nhan vien CTXH it dat nigm tin vao viec met co quan nen dm ra met chtiOng trinh mdi hay xem xet lai met dich m Cu. Hatt hgt cac nhan vien CTXH they the diem ygu ma he nghi la e6 the chicle giam di hoac vtiOt qua bang the thay dgi cu the. Tuy nhien, chi nen alit tao ra met chuang trinh mdi trong bdt ki to chile nao sau khi da can nhac ki ludng. Hasenfeld (2001) n6i rO dieu nay khi Ong quan sat, thdy rang "khong nen dua ra kign and cac t6 chile mdi hoac chuang trinh mdi tru khi co met nhu thu cu

the va kha thi HIM; ddy" (trg. 460). Y kign nay chicle Ung ho khi ngUai to nghi ye the nguan life dei hOi de duy tri met chuang trinh. Nhfing nguon lye nay bao ggm nhiing thit rd rang nhu tign va nhan vien, con nhung thit Hasenfeld them vao la kign thfic va kha Mang thkic hien dich vu, viec co san

353

nhung dich vu bC; sung do cac to eh& khac dua ra (Mat giai thieu can t6 chic khac), va met nguen khach hang dn.

Viec chung minh la ce met nhu cau cho chticing trinh mai doi hOi thu thap dft lieu to the nguen khac nhau (Hasenfeld, 2001). Nhung hoat dung, du lieu va ngu6n nay bao g6m:

• Hoan thanh met danh gifi nhu cau (met phan tich chinh fink vg sV Mn tai caa met nhu eau cu the).

• Viec phan tich nhung bao cao co san nhu cac da lieu diet' tra dan so, cac digu tra nan nhan, can thong tin khac do tong cluing va cac nguon ca nhan thu thap dftyc.

• Viec thu thap thong tin tft nhftng nguai twang 16i ti6en nang cua dich vu duos de xuat.

• Viec xac dinh nhiing co quan c6 the cung cap throng trinh da dude de xuat.

• Viec thu thap thong tin tft nhling co quan khac c6 the dua ra nhftng dich vu hoac phut vu met del tftyng dan cluing tuong tg de xac Binh khoang trong hay can nhuoc diem cua dich vu khan.

Li do de thu thap ntiftng du lieu nay nen ro rang. Bgt ki throng trinh nao ding doi hOi cac ngu6n lyc quan trong va khong co quan nao mugn ma ra met dich vu chi de nhan ra rang mot tiSchtic khic da cung cap no vdi met chi phi thap hon. Met Mem dgc hay ban giam dgc ca quan cling kheing vui ve gi khi bi'et rang s6 Meng khach hang can met dich vu cu the qua it de dap cho chi phi no tao ra.

Cling doi khi de dAng bat dau met chtiong trinh khi có eft tri trong nftgc quan tam cl6n van de. Vi du, neu nhan vier' CTXH chi ra la thieu met phthing Hen giao thong cho nhftng nguai khuyet tat, tong vied tien hanh thay del se dude ling ho bai eO met nhOm tham gia trong tong d'Ong clang sau kign olla ban. Mac dau chi ea du lieu la data du thuygt phut, vies co them ling ho tft nhung ngftai khac, dat biet la nhung ngftai sit dung ti6m namg cna met dich vu ea the tang curing clang ke kha nang dude ling he. Ket qua lA met &Mc nfta trong ben trinh dude quyet dinh lieu met nh6m ngtrai nhu vay c6 ton tai hay có the hinh thanh dude khong.

Chc chftong trinh mai cung Moi hOi sV sang to ve nhom dan so' muc deli throe phut vu, cac van de va chit diem cu the can Mu tam, nhiing filch

354

vu phi hop vdi von de. Can can nhac ki Wang to' chi phi cung cap the dich vu, nhang chuyen gia va viec c6 du nhAn vien tigm nang, cac trang thiep bi vat chAt can c6. Tien can de khai deng clawing trinh c6 the dude Lay tit viec phan be lai nhung nguOn he ce san, tai trO, hay cac help dOng tit nguen ceng chting hay tit nhan, tien le phi tii khach hang va tit viec quyen tion. Ngttai cung cap dich vu c6 the tit ehfic a nhung aiming trinh khac, thug til ben ngoai hoac tuyen tit nhfing tinh nguyen vien (Hasenfeld, 2001). CO sa ha tang va thigt bi eó the dtioc quyen gem sit' dung lai tit met chttong trinh tit trade, hay di vay tam thai.

Met vAn de naa can luu tam la eau hOi dich vu se dude cung cap the nao va a dau. Lieu no se la met chtidng trinh to di tim khach hang duet aide hien ben ngoai tea nha cila ed quan hay ddn Oar' la met dich vu nia

nam trong toa nha hien co. Lieu gia lam viec cita nhan vien van nhu the hay có khde gi? Chang han, chudng trinh mai eó throe dua ra vao buei tai hay trong cac ngay cugi tuan khOng. Lieu the nhAn vien o6 can chuyen mon gi die biet nhu biet not troi chay tigng clan tee thi6u s6 hay kha nang trong linh vt,tc cai nghien hoac bao 1Ve gia dinh khong? Chuang trinh mdi se sap xep nhan sa the nao va nhCing dich vu mai se dude to chic ra sao sau khi Wang dude Lung ra. Chudng trinh can miic de giam sat den dau? VAn de eugi cung nay dat biet quan trong vi ngitai chiu trach nhiem giam sat se quan if cfing viec cua ngdoi bi giam sat (Hasenfeld, 2001).

Cling can phai can nhac viec sap dat nguen cung iing du de khach hang sft dung dich vu. Chang han, can phai tang curing mei quan he vdi nhang co quan khfic cO the gidi thieu dich vu cUa ban. Viec quang trio c6 the can den, thing han nhu td buam, poster, hay cac phudng tien truye'n thong. Viec nOi chuyen vdi nhung nhOm va to ehiic c6 nhfing thong tin ve khach hang can dich vu cling co the huu ich.

Met dieu phai can nhac niia la viec xay dung met kg hoach dinh gia co the gin') guy& dinh lieu nhung dich vu dude cung cap c6 dat dttOc mue deli de ra khong. Gee quyet dinh dude dua ra can luu gia nhung he so gi, the nao la thanh tong, va ai se lien hanh viec dinh gia. Cac co quan tai tro hoac the cd quan khac co tham quyen thong qua ehtidng trinh thdang yeu thu viee dinh gia, coi do la met yeu t6cgu thanh.

Neu the chuong trinh dude tiep tut, chiing phai chtec hop phap hoa va Ung he. Dieu nay c6 nghia la cac thanh vien cim Ong &Ong thita nhan nhu

355

cau ve chudng trinh va Ung ho su ten tai caa no. Met chudng trinh thanh tong có the co met lue lacing nOng cot nhung nmidi vui ye tham gia va nhung nhOm khach hang nay se rat huu ich trong viec tao ra su Ung he. SU Ung he Wong tp có the den tit Tilling cd quan hai long voi dich vu duOc sung

Cac hoat deng quan he ding chting khac cang hiu ich bao gem ma cac ndi don tiep, mil nhilng eta hop bao thUong xuyen, nhung thuyet trinh cho the nhOm khac nhau trong Ong deng, va tao ra met dich vu to yin bao gem nhung tong dan có Anh huong. Mac dAu nghe c6 ye nhieu, chat than day le. nhung viec phai lam. Ban giam die va quan 11 hanh chinh cac cd quan, cac nha tai try, va cac quan chitc dmic de" nghi Ung he mot chudng trinh mdi can dude thuygt phut rang dg an nay rat hop 11. Viet khong lam dude tong viec hau truong nAy hoac se lam that bai de an hoac gay ra nhang than mac la dang le kliong nen ma claming trinh. Viet b6 qua nhung digu nhu lam the nao de duy tri chudng trinh trong tudng lai se pha hoai tudng lai cua eluding trinh.

Viec thay diii cac chinh sach va tap titian

Moi to chile deu co mot so chinh sad, hay tap quan ma nhitng ngtthi hoat deng thiy nen 'Ma b6. Vi du nhu nhung dich vu danh cho khach hang, suy nghi cua cac can be hay cac phtiong phap that hien nhiem va trong cd quan. Doi khi nhung chinh sach hoac tap quan nay ddn gian chi gay btfic tut va khong time su anh Iniang din kha nang cila can be gitip da khach hang dat dude mac Hen. Vi du nhu en met quy dinh 1a nhan vien CTXH phai dtia tit ca nhung ghi chep vao tap he so khach hang trude khi du digu kien lap chudng trinh hO trd. Kik quy tac nay khong de chiu lam nhung not chung khong ngan than chting to gitip dd khach hang. Cac chinh sach khac do the gay rac rgi nhieu han. Chang han, met giam den cd quan co the co kien ca nhan manh vg nhung digu met nhan vien CTXH not vdi khach hang. Trong met cd so, giam die kheng mugn dg cap dgn pha thai khi gitip phu nu co thai 1pa chon cac phudng phap, ngay ca khi vin de la phai lam the nao vdi cat thai, kien nay tra thanh met luat bit thanh van. Nhang can be trong cd quan phan del y kien nAy vi no han chg sti lua chon cho met so/ khach hang, va nhu vay, theo ho la vi pham cac nguyen tat dao duc khi hanh nghe doi hOi khach hang phai co quyen dude hta chon biet du cac thong tin v6 nhung lua chon do. Trong thuc te, ho ddn gian la b6 qua mong ratan cua

356

giam d6c va van dua ra cac thong tin ma'ho cho la hop li de khhch hang có the dua ra cac quygt dinh sau khi dude thong bao day chi' thong tin.

Vide thay doi chinh shell va tap quan cda to chic la a hay khi phu thu'ec yap mot s6 yeu t6. Nhling chink sach ma cad nha quan li hanh chinh da &au to nhieu thi khd thay dai hon. Cac they dSi NS lien quan dgn vies tai tra, co kha nang mang lai tigng xati; va nhung de xUat lam suy ygu muc dish cna co quan cung thtiOng bi ch6ng l i manh me. De nghi thay dgi mot tap quail da phat triOn tit tau ma khOng nhAe 1ai vi sac) no phat trien se GO the thay el& hon. Song chting to van nen biet rang mot s6 nha quail li

hanh chinh c6 the mien cueing cA trong nhung'truong hdp Wong tv, lay 1i da, la neu met hoat &Mg da ton tai, no phai cb li do ton tai.

- • Vi du vO mot chinh sach Wong d61 that' la mot ca quan thoi

quen khoa to a van phong pham nen nhanvien.phai hOi khi muds lay gig) , but. ca ghim giay va kep gigy cling ii trong tU.khoa.Nhan vien they tap

quan nay gay buc bOi vi no lam cho hp phai yeu eau thi mdi c6 dude nhUng vat dung van phong. Khi ho hai li do ve tap quannay, ho dude tra thi do la mot quygt dinh ye tai chinh vi neu khong, nhan vien se sit dung het nhanh nee loci vat dung va t6 chlic se Ugly Tang phi.

MOt giam dgc mdi len thay va nghe thgy cac phan nan vg met s6 thif nhan vien khong thich. Trong sec do la tO de dung bi khoh. Khang chi no lam mat thai gian va bgt Lien khi can nhung vat dung dO, ma con cho thgy mot thong diep la nhan vien khong dude tin Wong. mac din ngdoi quan li tai chinh cua co quan Ong hti manh me vies sU dung tO khoft, nguOi giam dee Lang nghe li le ciia nhan vien va ra lenh ma khoa, tO. Mac dAu chi phi van phOng pham co tang len sau quyet dinh do, cai duos la thien chi gitia cac nhfin vien con lOn hen cai mile chi phi tang da.

Trong mot trudng hop Wong tU, mot to chile da e6 gAng dam bao rang moi nhan vien deu sO dung dude may tinh va nhung may tinh duos sa dung cho moi giao tip trong cdquan. CO quan yeu eau m6i nhan vien c6 met may tinh dude not mang tea mot. may in a m6i Ong eOa mot toe nha ba tang. Vi chinh sach nay, cac nhan vien phai danh may van bin, chay qua hanh lang de dat giay in san logo vao may in, chay lai vg phOng a barn net in tren may tinh, rOi lai chay den may in de lay thu. Khi do ho c6 the da, .t phong bi vao may in, quay lai van phOng, nhan lenh in phong bi tren may tinh, rOi quay

357

lei phOng may in. Neu may in hi hang vi mat li do nao do ho phai lam lai nhung deng tac teen. Neu ai do khac da in ra mat tai lieu trong khi ngVbi nhan vien dang chay giva phOng may in va van phong, bode do clang pith lap lai. Dieu nay da din ra trong met vai narn bit chip su bit tien di kern.

Cuoi ming mat s6 trtidng phong chi ra rang neu be di viec chay di chay lai do chinh sach kia, nang suit lam viec se tang len. NOM giarn dee thich cot y Wang nhan vien lam dude nhieu vitae hon va deng y mua cho rag nhan vien mat cai may in ca nhan. NInt da tinh tritdc, heti het nhan vien deu dOi met may in. Ngay lap tifc, ho au dung may in cila mang chi de in nhang tai lieu dai, thei quen tren keo dai tuea tho cua thiet bi dat tien nay, tign tigt kiem duos dim viec it thay may in di da bla dap duct phan nao chi phi mua may in lion nhung ben hon, ma can ha khong phei chay ra kn .& van phOng.

358

Chucrig 10

KIEN THOC VA KT NANG DANH GIA HO QUA LONG TAC TRQ GIUP

Danh gib higu qua quy trinh trg glop la gi?

Danh gia la qua trinh xac dinh muc dq Neu qua caa ding viec da thkic hien vdi d&i wong, d@ bi6t dtiOc kit qua ma nglidi lam cOng tac xa hQi va del

ttiOng da mong ratan da dat dtioc chua. O m>ic dQ thap hdn, viec danh gia hieu qua se xem xet cac hoat Ming dugc nhan vien ding tac xa hOi va khach hang thkic hi'en. Digu quan trong la cac hoat dOng do phai th6ng nhat vdi muc dfch va raw tieu de' ra trong qua trinh lap kg hoach va phai dat dugc kit qua mong mu6n. Cac boat thing caa nhan vien cling tac xa hOi va khach hang tong can phai phan Anh met each chuyen nghiep nhfing hanh dOng da dude nhan thdc Chung la de mang lai stfi thay

Vi sao phai danh gia hieu qua song tac tro gib')

Viec danh gia la mot boat dOng tat yeti va hOp li caa bat ma quy trinh trc giCip nao xac dinh cling viec caa ngtidi lam ding tac xa hoi va ceng viec ma doi Wong cam thay cO tac dung nhat

Cac t6 chic cling Lac xa hed cOng cOng da xac dinh tieu chuan dao dao cho nhan vien cOng tac xa hQi, trong do neu re nhung nghia vu, trash nhiem caa nglidi lam cOng tac xa hqi vdi hieu qua cOng viec caa minh. Vi du: a My có NASW (National Association of Social Workers), Codes of Ethics (1999), trong do co quy dinh trash nhiem caa nhan vier' ding Lac xa hOi vii khach hang, vdi dgng nghiep trong cac b6i canh cOng viec, trong cong tac chuyen mon, vesi nghg nghiep, va vdi xa hOi. Nhung bat buoc ye dao dile nay deli chinh dang va pha hdp. Thu nhat, tat ea khach hang dgu clang dtiOc hudng ski trd gitip bang nhung phtidng phap da duoc chfing minh la co hieu qua nhfing khach hang có cac van de tUdng tu. Khach hang khOng phai la vat thi nghiem de nha chuyen mon thit nghiem nhUng thuyet va tha thuat mdi. Thu hai, danh gia can trong nhUng cOng viec thgc t6 se cho phop

359

cluing ta Chia se thong tin vdi ngtfor khac de xay dung kign thuc trong nganh nghg.

Cac to eh& to nhan cung cap dich vu cong the xa hei clang dua ra cac tieu chuSn vg trach nhiem doi vdi gong viec cua nhan vier) cong tac xa hei de tan ra nhfing kett qua mong mugn. Nhfing to chug nay chi chap nhan can thiOp nhfing van de có phudng phap tri lieu. Ngoai cac tg chitc to nhan, cac quy h6 trd cling del hoi trach nhiem vA su danh gia dOi vdi cac can thiep xa her. Cac quy nay nhan ngan sach cua nha nude va tai tro to the to chic khac nen khong the cho phap lang phi cac ngutin hic do.

Nlur vay, vg ca nhan, ngu nhan vien CTXH lien tug ap dung nhung phridng phap kern hieu qua, khong nhung cong viec cua ho bi anh briar -1g ma con gay kho khan cho to chile gia minh, va ngu to' drift do có hop dgng vdi cac quy, su viec se volt ra ngoai to chic Ira anh huOng den viec su dung nein quy.

Met 11 do nua la loi ich mang lAi cho khach hang. Khi khach hang thgy eu thay deri dien ra theo hudng mong mu6n cUa ho, ho se có deng 1>ic hurt'.

Cac tido chuSn deo dac trong danh gia

Trong cac nguyen tac dao chic phai tuan theo khi thoe hien cong viec, nhan vien cong tac xa hei can Wu ST dgn cac nguyen tac trong qua trinh clanh gia. Dudi day la mot sit vi du:

Dam bao rang thong tin dm khach hang throe bao ye va khach hang phai dude giau ten. Mc bigt, nett viec phan tich dit lieu dude tin hanh Iran may tinh, phai han chg cho phep truy nhap nhfing dii lieu km trii.

Dam bao dOi Wong khong chru ap We nao bat tham gia danh gia. Mac du nhan vien CTXH khOng c6 tinh op buec khach hang tham gia, rat co thg mai quan hg trudc do se la ap khi khach hang tham gia danh gia

Phai trung lap, khach quan trong qua trinh danh gia. Digu nay có the kho khan vi nhan vien CTXH vita IA ngudi thug hien, vita la ngudi danh gia cac hoat dung do. Ho co trach nhiem la phAi bao cao trung dux cac ket qua, du Sic k'gt qua cho thay ding viec caa ho khOng thanh cong.

Phai bigt nhung han chg trong danh gia, Chang han nhung loai daub gia duoc sit dung trong thuc to thrieng khOng cho phep chung ta khai quirt

Young, T., & Poulin, 1. (1998). The helping relationship inventory: A clinical appraisal. Families in Society, 79, 123-133.

360

hoa eke ket qua cho bat cu ca nhan hay nhOm xa hei nao. Chting cling khong cho phep chting ta gan nhung can thiep cua la lam nguyen nhan giai thich cho ket qua, dit kgt qua do c6 tich cue den dau Chang

Khong dupe lain phudng hai den khfich hang. Mac du it co kha nang xay ra, chting ta van can xem xet truong hdp nay. Neu ket qua danh gia cha chUng ta cho thay tinh hinh xau di chit kheng tot len, cluing ta nen can nhac kha nang ket thtic can thiep.

Mitt da chi ra, khach hang khang dude bi Eta frit truang hop khOng the lam khac. Khkeh hang phai dude biet ho eta deng y tham gia vao danh gia hoac nghien dm.

Cac to chic dich vu xa hei Ion hOn co the en ban danh gia not b6 rieng, cO teach nhiem dam bao danh gia va cac nghien cuu khac bao ye quell loi cho nMing ngudi tham gia. Trong truong hdp do, t6 chile nen c6 met he thong bao tram ye danh gia, có th6 dap ling ti'eu chuan bao ye cac doi tUdng con ngtidi.

Cac cash ti6p can danh gia trong host Ong tryt ti6p

Met thuan ldi cho hoat dung true tiep trong the ki XXI la su da clang phong phu cita cac (tong cu san c6 cho nguoi thus hien cOng viec. Ba muoi nam truce day, s6 luring each tiep can rat han che, va nhieu nhan vien CTXH khong hiet phai lam the nao a danh gia ding viec ho da thue hien.

Ngay nay, d My, cac chudng trinh dao tao CU nhan va Thac s5 nganh Cong

tae Xa hei d'eu de cap den de Cal nay. My, us ban Giao due Ding tae Xa

het IA cd quan nha nude cO nhiAm vu danh gia cac chudng trinh giao due CU nhan va Thac si ve Cong tac xA hei, Uy ban nay yeu eau nhiing chudng trinh giro due nay phai chuan hi cho sinh vien each danh gia viec thUe Men cOng viec cua minh (2003, tr.36).

Nhfing ceng Cu danh gia doge thao luan trong chudng nay la eke thiet kg he thong don, thang diem danh gia van de d6i tUdng, thang dMm danh gia sq hoan thanh nhiem vu, the nghien ciu mite chi thoa man, cac phudng phap bao dam chat hieing va cac thiet kg nhom. Chting toi cling thao luan cac ich loi va b6t ldi oua mni each tiep can

Dinh gia sd !yang ye dAnh gia chit lining

Cac thiet ke danh gia co the dude coi la rdi vho met day lien tuc, mot dAu dai dien la eke phudng phap chat luring, dau kia IA cac phttOng phap so

361

Cac tin& kb chat luting la nhiing thiet k6 giai nghia nhfing quan sat thanh nhiing con s6 va thong ke trinh bay trong the hinh Link nhu bang Neu, phan ha tan suat va cac thOng ke khac. Trong met so' truong hqp, du lieu va thOng ke so' &toe si:t dung de suy luan tU cac hien Wong dang dude nghien citu thong qua viec sit dung thit nghiem thong ke co tinh suy Wan (Ginsburg, 2001, tr.32). Gee thiet k6 chat Wong la tin& lie tap trung vao cac bien hay thMic tinh khang the luting hod throe (tr.33). Mac dau flirting phitong phat nay khac nhau ve thiic chat, song có nhiing chOng eh& clang ke ve met s6 khia canh. Chang han, nhan vien ding tac xa hei thudng kliong sit dung the thudc do chat Ming de ehuy'en nhung ket luan thanh s6.

Hai phitong phap trinh bay trong chUong nay la thang van de d6i tuiing va thang hoan thanh muc Lieu nghieng ve nghien dm chat luIng (Alter & Evens, 1990). Tuy nhien, quan trong lion la viec ca hai phut:mg phap deu mang lai nhflng each thtlic him ich c6 the dude nhan vien cling tac xa hoi su dung a denh gia cong viec ena ho.

Cac hthn did thus to trong dthnh gia

Chung ta can hien rang phan lOn the each thitc danh gia ma ta dudi day dude thiet ket chi de cho ta biet lieu khach hang co dat dale muc tieu ma ho mong muoin hay kheng va lieu cac nhiem vu quan trong can thiet cho viec dat muc Lieu co dude Elute hien khemg.

Chung La khong the khai qukt hoa ke't qua nghien cum cua minh cho cac tinh huCing khde vi the pinking phap nhu thiet k6 he thOng don kh8ng dap ling dupe cac Lieu chi can thiet cho nhiing tinh hiang do. Ke ca can thiep cua chting ta dude cluing minh la thanh tong to ldn voi met khach hang bi lo long qua mile, chiing ta cling khang the biet, chat rang each can thiep do se co tee dung voi cac khach hang Wong tu. Kha nang de khai mint hoa doi hOi cluing La phai co d3 lieu so sanh va su dung the phudng phap thiet 1(6 dat biet cho muc dich nay. Chting ta se thao luau nhitng phuong phap nay true tie'p hand phan eau cua chudng nay.

Chung ta khang the gan het nguyen nhan cho quo trinh can thiep cua nhan vien cling tac xa hot Mac dau cluing ta rat muOn not rang tong viec cith minh ta da mang lai nhiing thay dei mong mutin cho khach hang, phan ]on cac pinking phap danh gia a day kheing the not nhu vay duct. De thiet lap quan hee, nhan qua giita hai su Men, nhu phudng phap In lieu va ke ft

362

qua dOi hOi chting ta phai dap Ung dude met boat the tieu chi, hau hgt nhiing tieu chi nay khong the dat &tee vdi each tipcan danh gia don gian. Chang han met trong nhiing tieu chi quan trong la "mgi Wang quan thkic nghigm gifia hai bign khong the dugs giai thich la do anh htiang dm met bign thit ba" (Rubin & Babbie, 2001, p. 294). Khi eta:Mg ta lam vies vdi the khach hang, cluing ta higt rang moi vies khde gang dang dien ra trong cube song cud ho. Ho dang gia di, dang trai qua nhiing digu khac, dang tac dog lan nhau, dang nghl, va dang cam nhan. Trong thktc tg, nth:Mg thu dang then ra trong cube song cim ho con nhigu hon skt can thigp cud cluing ta. Vi vey, chUng ta khong the ket luau rang chinh su tre glop cad ehting ta da mang lai nhung thay d6i dude ghi nhan d khach hang. Mac dau, rat co the ski gidp dd la nhan tg duy nhat c6 the mang lai ski hoan thanh muc tieu cita khach hang, thing có kha nang nhiing digu trai nghigm khac, tkt no hoac kgt hOp vdi can thigp cita cluing ta da mang lai ski thay doi. Cluing ta se kham pha van a nay khi

chUng ta nghien thiu cac thigt kg nh6m. Truck mat, khi ta dang xem xet chign hide danh gia &Of day, xin ban lUu y skt nhac nha nay.

Cac Midi led he thong dan (Single-System Designs)

Cac thigt kg hg thgng don dttOc su dung cho cac trubng hOp ca nhan. Thigt kg don tong co the dung IA the nhom hay cac gia dinh don, trong dO cac van dg dgi Wong phu hdp vdi mo hinh chu the don (single-subject), en nghia IA GO chung met muc tieu. Met li do cho vigc sit dung thuat ngil he thgng don IA no eO the sit dung yeti the he thOng ngoai khach hang ea nhan. Vi du vg truang hop ca nhan IA met hoc sinh ca biet hay trgn hoe. Vi du yg

trUang hop gia dinh la met cap vo thong bat hod vdi nhau vg chia se cOng vigc nha. MO hinh chit the don dgi khi co nhiing each goi khac, chung han

nhU chi; the" dart, rt = 1, "day so thdi gian trudng hop don, nghien eau he thgng thin, hay nghien citu Wong sr" (Yegis va ceng ski).

Qua trinh sit dung nhitng thigt kg nay la true tiSp. Nhan vies CTXH chon met hanh vi cu the a can thiep, thu thap du lieu tit cac khach hang va doi khi t3 nhung ngudi khac, ph'an tich d3 lieu va giai nghia kgt qua de g6p phan the dinh higu qua eong vige. Cac nguon chi lieu co the rat khac nhau. Chang han, khach hang co the hoan thanh cac bang theo clod, bang theo doi nay cho bigt cac hanh vi va thdi gian xay ra hang ngay. Cac thanh vien gia dinh, nkat vo/ chgng hay anh em cim khach hang hoac co quan,

363

trudng hoc cua khach hang doi khi tong cung cap thong tin nay. VD: diem danh, diem so, tai lap hoc (ea hai den is nhilng bign doe lap quan trong), diem danh tai co quan, va gee ghi chop khec có thg lgy ducic va c6 ich, phu thuoc vao muc tieu Cu the.

Met nguou du lieu nfia co thg lay dune IA thong qua cac quan sat ve hanh vi cfm del tudng, trong do met hanh vi cu the dude coi la muc tieu can thay dgi, &tee quan. sat va cO the tign hanh ghi chap vg hanh vi muc tieu. Quan sat co t4 three tign hanh bat khach hang, thanh vies gia dinh, giao vien, hay nhung ngudi khac a mot vi tri co thg xac dinh chinh xac va ghi lai chive cac hanh vi xay ra. VD: gido vien dem sg Ian met sinh vien ra khOi che' ma khong xin phep, cha me ghi lai sg Ian met data con bi gidi nghiem ve nha dung gitl , v.v,.. Nhan vien CTXH co thg ghi lai s6 Ian mei ngudi trong met cap vo thong not dieu gi 'cue pham vg ngudi kia hay sg Mn met thanh vien nhut nhAt trO nen cai ma vgi cac thanh vien khac tr'ong nh6m.

Nguen du lieu /lila la the thang diem hoar cac cong cu khac thigt kg dg do luring sty thay dgi. VD: cac thang digm thigt kg 4 do lutOng mile dd to tin vao minh, muc de tram cam, mile do lo long va cac tinh each ca nhan khac. Hai ding Cu phe; bin la Beck Depression Inventory (Beck, 1991) Ara thang diem Global Assessment of Functioning (GAF) trong S6 tay Odin docin vd thong he cac r6 nhiju tarn ti (APA, 2000). Trong met sgvl du, cac co quan hoar to chile khan cO the elnu trach nhi'em ye viec dua ra hay phan tfch cac tong cu nay. Cac thang diem Hwang rdi vao hai loai, nhung thang diem nhan vien CTXH tao ra cho cac khach hang ca nhan va cac ding cu da throe chuan hoe. Co nhUng ich loi ve de tin cay va do gia tri trong viec sa dung the cong cu nay.

Cac quygt dinh sit) dung loai du lieu nao dude dua ra trong giai doan danh gia trUong hop eaa quy trinh giai quygt van dg. Neu có the, khich hang nen dude tham gia trong qua trinh lua chon cOng cu do Krung su tign trign. Nhan vien CTXH can phai suy tinh met kg hoach danh gia a giai doan dau nay dm qua trinh trd giap va nen dude bigt gee Iva ehon co thg.

Cac mo hinh he thgng don le la cling cu danh gia nhUng thay dgi trong hanh vi va nhung tha it rd rang hen nhu long tin va thai do cua khach hang. Cac m6 hinh nay dip tren gia thigt rang the thay dgi trong thgng eó the' thay va do luting a mite do nao do. ChUng to se thao Klan cu thg nom me hinh he thgng don le: AB, B, ABA, ABAB va ABCD.

364

Cac thiet ke. AB

D6 hieu Wide the thigt kg AB, chung ta phai dinh nghia hai khai niem nghien cUu: A va B. Khi khach hang Mn dau den vdi chting ta, ho thtiong trinh bay the tinh hu6ng ho cam thay khong the chin dking (We. Day c6 the la met su bat hoa trong hen nhan, mau thuan giCta cha me va con cal, hay the tinh hu6ng dil then ra trong met thdi gian. De 66 the gidp duos nhan vien CTXH, li tUdng nhatt la khach hang cho chdng ta the thong tin cu the

ve 56 tan xay ra ena nhung tinh hu6ng nay, hoac mac do nghiem trong, hoac ca hai. Chang han, ta se xem met dim tre be hoc vdi tan suet la hai Fan

met tuan, trong hoc ki trttdc. Thong tin nay cho pile)) chting ta xay ching du lieu ve giai doan train khi c6 su can thiep tha ngtidi lam ding the xa hei, goi la baseline dai dien cho diem khdi dau, dua vao do ta 06 the xac dinh nhiing

thay deU trong tticing lai. Trong thigt k6 AB, giai doan co se (baseline) hay tien can thiep la A va Men diem diem khdi dau. Trong truang Mil) nay, ti le tr6n hoc hai Mn mot tuan có the duet so sanh vdi s6 Ian trgn hoc sau khi chUng ta bat clan can thiep. Giai doan can thiep la phan B cita thiet kg AB.

Nhu vay, mO hinh AB theo dOi tinh hueing tit trade khi co ski can thiep cUa ngudi lam ceng the xa hei va tae deng cim cOng the xa hei len d6i utOng.

VD: Binh 10.1 me ta thigt kg AB &toe trong trudng hop hoc sinh bao cao be hoc finking xuyen. Trong giai doan A hay giai doan ed sd

(baseline), hoc sinh nay tr6n hoc tit met dgn ba tit mot tuAn trong giai doan nam tuan trUOc khi can thiep, sau khi can thiep, tan sec xual hien Men Wong trgn hoc la met hoac khOng trong met tuan. Vi li do gia dinh tim den ski gitip del la ski yang mat d trtiang cUa can be, day duos coi la ski tign bq va c6 the tam coi qua trinh can thiep da c6 lac dung. Se la hciu ich ngu ta theo

dOi ski hen be nay c6 tip dien cho den cuoi nam hoc hay khOng. Tuy nhien,

to chic CTXH c6 the khong tham gia vao qua trinh tigp theo nen ta khong the chac than lieu ski ti6n UO c6 &toe duy tri sau can thiep hay khong. Thiel kg AB di the dung tot khi hoac la c6 ghi ehep 4 hanh vi c6 van de trade khi can thiep hoac khi c6 the tign Minh ghi chop. Cac n6 hic de tai tan lai nhiTing

su kien nkat so Mn cai nhau hay se; Mn mot Ong cheng di nhau nhet sau khi

su viec da xay ra den han chef ve hieu qua vi 66 the su hei Wang den khi

khOng chinh xac. KM ta khOng the the dinh dude giai doan A hay giai doan khai dau,

chting ta phai xem xet cac mo hinh khac. Met thay the thtiong dtiOc sit dung la thiet k6 B.

365

HINH 10.1. Vi du vg thigt kg AB

Cac thief keS

Nhigu khi khach hang dgn vdi cluing ta kitting c6 du lieu cua giai doan cd sa, ho can ski gulp do ngay va khong c6 each nao de chting ta xay dung du 4u v -d giai doan A. NMI vay, chting ta chi NS giai doan B d6 )(ay dung su thay dgi trong hanh vi hay tinh hugng c6 v'a'n dg. Chung ta van phai bat tay ngay vdi viec mang hai flitting ski trd gitip can thigt. Mat digu khong kern quan trong la °hung ta phai dinh nghia can than van de va do hieing su thay dgi theo thargian.

Vi du mat gia dinh dang phai clan xgp viec . riguai cha va co con gai ca cai nhau. Muc tieu dm can thiep la de gitin hai cha con c6 th6 noi chuyen duos vdi nhau ma kitting gay ra tranh cai. Hinh 10.2 chi ra thigt kg chi c6 giai doan B cho gia dinh nay. Bigu do cho they so Ian cai nhau gitia hai cha con giam di sau mat vai tuAn can thi0p, mac dau kitting cbim chat dude cai nhau sau giai doan midi Wan. Trong flitting tinh hugng nhu vay, gia dinh co the mugn gia han hop dang hoac co' the ho da hai lOng vdi tign b6 va cham dtit can thiap. Met han ntia, thigt kg nay thtiong gap khi khong thigt lap dude giai doan cd sa, mot trtiong hip khOng higm trong tong tac

366

HiNH 10.2. Vi du vg thigt ke B

Cac thief kiABA

Thigt k6 ABA la thigt kb." sU dung trong trang hop thigt kg AB thong thuong (Woe not vdi met giai doan khong can thiep nhung van dude theo dOi. CO the del tudng di nghi he khoang met thang va khong the tip tut nhan dude su can thiep hoac met nhan vien CTXH phai di xa vi li do Wang

Gia sii rang nhan vien CTXH lam viec vdi met cap vd cheng clang gap kh6 khan 4 viec guy& dinh co hay khOng nen dua me vd vao nha during lao hoac met nth Wang tp. HQ da cham s6c ha me trong hai nam va grin day cai nhau ve viec nen lam gi. Ngtfai cheng mugn dua me vao nha clang lao trong khi ngubi vd mu6n de ha U nha them met thai gian ncla. Gang thang gide. hai nguai tang len va clan den met vai dung do. Cap vd cheng da deng Y gap met chuyen gia tri lieu gia dinh trong thai gian sau tuan de hi vong sau do ho c6 the dat dude met thoa thuan lam hai 'Ong ca hai. Sau 136n than, ho có ve da tim duc e each nOi chuy'en ve van de nay ma khong gay g6. Sau 116, ho co met chuygn di nghi ngAn, khi trO ve, ho cho bigt trong tuan

cugi tong, ho da lai cai nhau ve van de do.

Hinh 10.3 hien then do lieu cna tinh hoeing tren bieu d6. Bleu d6 cho thay muc de mau thuan cao trong ba tuan trade khi can thiep, sau do giam deu sau can thiep va tang det xuat trong thai gian di nghi. Dieu nay cho thay ho van ehua thqc ski giai quygt chide van del. Ho CO ve On khi chide can thiep nhung sau d6 lai quay trd lai hAnh vi cu. Muc Lieu cna can thiep la gitip moi nguai tu giai quygt van de cua minh va hoc each (hong dau vat

367

nhung thach thfic trong Wong lai khi khong con su can thiep. Truang hdp nay can them no hp de on dish nhung thay &if va dam bao dude ket qua lau

-T. 5-

E 4 - 3-

= = 2- 7z. u 1 - c

•c 0

• 0 1 2 3 4 5 6 7 8 9 10 Tun

FINN 103. Vi du ye thiet We ABA

Cac thiit kiA8,48

Cac thiet ke ABAB bao gom hai giai doan co so va hai giai doan dieu tri hoac can thiep. Vi du, neu thiet ke ABA trong Hinh 10.3 dude s& dung va tri lieu them met giai doan ben tuan, cluing ta se co met thiet kt ABAB. CO hai ich 10 thuc to caa thiet ke nay. Thu nhkt, thai gian can thiep them la nhAm de ding e6 nhung thanh tuu da dat dude trong giai doan tri lieu clan lien. Khach hang se' có them co hai thuc hanh Iai cac hanh vi mdi va ma rang the tinh huSng trong do nhUng hanh vi nay dude stir dung. Thu hai, theo quan diem cua nha nghien ctiu, ce the thay re hdn nhung thay dea trong hanh vi cna khAch hang co lien quan true tier) den can thiep. N6 cang gulp nhan vien CTXH xac Binh lieu khach hang có tra nen phu thuec vao ha hay khfich hang da co the to tiep tue cai thien. Hinh 10.4 cho thay dieu gi se xay ra nett chting ta them met thai ki can thiep vao trUang hdp teen.

368

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14

Turin

HINH 10.4. Vi du 4 thief kg ABAB

Thiel ke-ABCD

Dgn day, chUng ta da thyi rang nhiing thigt kg nay c6 the khac nhau trong mo, t s6 each danh gia sp hieu qua cua bat ki can thiep nao. Cac thigt kg nay dude dua tren gia dinh ve viee sit dung met loai can thiep trong giai doan B. NM each khac, chi met loai can thiep dttoc kiem soot trong giai doan B. Tri lieu do c6 the la se Out gian, clao tao to khang dinh minh, tham van se' dung nhung each ti'gp can nhat dinh, lam cho bat nhay cam có he thOng hoac car plutong pita') khac doge xem la phu hdp vdi vi'ec trd giup he khach hang. Tuy nhien, c6 met each tigp can v6i tinh hugng, trong de cac tri lieu khac nhau dude dan xen de ginp a khach hang dat &At tieu cua ho. Cach ti6p can nay thttang clitqc ap dung khi mot s6 can thiep da chung minh la co hieu qua vdi met van de Cu the. Chang han, ngtrai ta thtiong dieu tri nhung nguai bi trim cam bang ca tham van va

Hay xem tniong hdp Minh, mot nu trd h hanh chinh 34 tu'di ti.Ap xile vdi nhan vien CTXH vi chi bi tram cam. Trong bucli phong van dau tien, nhan vien CTXH bigt chive rang chi vita chain that quan he tinh cam voi ban trai met thong trtioc, triing hdp vdi thai diem chi tha'y Mien. Chi cam thy

an ddi va mat 'le tin vao ban than. Chi bi thita can, khong ce may ban be

369

va gap kh6 khan trong quan he vdi xgp. Ngtiai xgp nay c6 chuyen chi vao eac vi tri khac nhau trong cong ty de tim nvoi c6 the lam viec vdi chi.

Nhan vien cong tee xa hmi da nghien cal au ban than caa chi va lap kg beach sung cap tham van cho chi trong vOng hai thang. Chi long y va ho gap gd nhau hang tuan. Muc tieu dau ben la de lam giam n&i ban than cfm chi trong tinh trang hien tai. Song sau bgn tuan, chi van khOng cam thgy kha hdn nhigu. Tham chi chi con bi an kern ngon va mgt net. NhAn vien cong tee xa hei da dua chi den deng nghiep kham xem c6 the cho ugng thugc dg chila tram cam chlOc khOng. Trong that gian do, chi van tigp tut gap nhan vien CTXH. Sau khoang bgn tuan tang thugc, chi da cam Hay kha hdn. Chi hai nhan vien CTXH vg the chtiOng trinh giam can vi chi van lo ngai den tinh trang thus. can. Nhan vien CTXH gidi thieu met vai chuong trinh va chi da lua than met trong the chtiong trinh luyen tap giam can do.

Trong qua trinh visa neu, nhan vien CTXH da gidi thieu ba can thiep cu the cho traing hop nay. Can alien d3u ti'en la tham van, sau do duck be; sung bang digu tri thu6c do chgng tram cam, va cum cling la met chiming trinh giam can. Trong thg gidi li tudng, chimg ta c6 the mugn ea ba tri lieu dace dua ra do, e lap vdi nhau, digu nay se gitip quygt dinh cal nao c6 tee deng nhat tdi tinh hinh cua khach hang. Trong truang hop dm Minh, can thiep tham van van tap tut trong qua trinh digu tri thugc. Theo quan diem nguyen nhan - ket qua, ta khong the Mgt aloe hieu qua Wong doi cua bgt cu tri lieu Hong le nao bdi vi chting then ra clang OM. Mat khae, khOng may khi nhan vien CTXH am dung nhigu tri lieu ding list, at' la tier) not hay deng th6i. Them am, met khach hang c6 the duos coi la met thanh vien gia dinh va cling ch the dude coi la ca the. Dign nay lam nay sinh hai hien, met trong hai ban do, met mink hoac tien n6i, c6 the chiu trach nhiem cho sti thay &Si ma khach hang trai qua. Met hien doe lap la nhan t6 ma chting ta tin la se mang lai kgt qua cu the. Vi vay, trong CTXH, tham van hay tri lieu khach hang hi mac cam se dude coi la bign doe lap. NOOc lai, diem se cua khach hang tren thang diem tit tin mac cam se la bign phu thu'Qc vi no duct coi la bi anh htiong bai eac hoat deng tri lieu. Hinh 10.5 cho thgy tinh hu6ng dm Minh. Cac so ben trai la s6 Ian Minh cam Hay burin than. Chi cho rang n6i burin da chi xugt hien khi quan he vdi ban trai chgm da, n6 dude bieu hien bang met dttang cheo bat dau tii diem 0.

370

6

5

4

3

2

r 1

0 z , 0 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14

Tan

xuat

tro

ng t

u6n

8

6

4

2

0

In dai clArn

S6 In dank nhau vai chi

2 3 4 5 6 7 8 9 10 11 12

Tugn

HINH 105. Vi du ve thigt kg ABCD

MO hinh da mix flan va giai dogn co se Trong cae vi du Crude, chUng ta da xem 'cat cae truang hop chi ea mot

muc tieu duy nhal, tuy nhien, ehAc chin có th' ta se phai do luting viec hoan thanh nhieu hdn met muc tieu trong khi si4 dung cac thigt kg ddn. Hay xem trubng hap met tre vita dai dam hang dem va danh nhau vdi chi ena no. De ddn gian hon. Hinh 10.6 dung met thigt k6 AB de th.'4 hien ea hai muc tieu - chain aft dai dam va tranh cai vdi chi - tren cling mot higu d6.

H114H 10.6. Vi du vg thigt kg da muc tieu va giai (loan cd sa

371

Diem manh tie diem yeu coa thidi kehO ththig don Nei Chung cac thitit ke" ddn de ap dung trong trtiang hop cac mac tieu

cu the da dude xac Binh va co the dude do Kiang theo each neo de. Chung cung re tien, met yeti to quan trong khi cac ngueM hie IA c6 han, va c6 the de ap dung cho ea nhan vien va can be (Yegidis & Weinbach, 2002). Them vao do, cac thiet 1(6 nay kip thai hdn nhieu cling cu danh gia khac, cha 376u vi chtIng có the sung cap cac thong tin tile thai, trong khi cac nghien eau khac mai dtin vai thang hoac hang Warn sau mai cho du lieu. Trong thai gian dai, cac tilting tin thu lumn dttOc tit thitit kti he thting ddn co the chi ra nhiing xu httang cho cting viec danh gia. Chang han, ntiu he thting ddn chi ra rang cac khach hang lam dung chat kith thich c6 cai thien sau ktit hop tri lieu ea nhan va tri lieu nhem, thong tin nay c6 the h6 trd hiOu qua each can thiep.

Diem ytiu Idn nhet cua thitit k6 he thOng don la ktit qua khong the dude ap dung cho cac tutting hdp khac. Chi hdi vi mot khach hang cu the thanh cting trong di mat vdi tram cam kheng c6 nghia la nhiing pluidng hudng ma chUng ta da op dung se co -Lac dung tot vdi cac khach hang khac, mac du ho c6 nhang van de twidng tu. Cac thitit kti nay cling khong the dung de danh gia met pinning phap can thiep Cu the, hoac tien doan ktit qua ciia toan be chrtring trinh.

Met sti trudng hdp khong d6 danh gia, va nhUng phUdng phap c6 tac dung tot nhat khi dude he trd heti chuen mile va chinh sack cua to Chang han, rat kho, mac du c6 the dude, cho met nhan vien CTXH sit dung nghien eau he thting ddn nett t6 chiic hoac cap tren tin rang thitit kti do chi mat thdi gian. May thay, tateing hdp nay ngay tang it xay ra khi cac to chile ngay tang tra nen tinh to hdn trong danh gia hieu qua cim dich vu &Mg tae xa

Danh gia bang thang didm hoan thanh muc Ben

Nhti cluing ta da thao luan lid diem manh va diem ytiu ciia cac thitit kti he tilting ddn, phuang phap danh gia nay killing phd hop vdi moi throng hdp. Do vay, cac nhan vien CTXH va cac nhe nghien cal da ph& trien cac tong cu khac cO the sit dung de h6 trd viec danh gia cling viec. Met trong

Yegidis, B.. & Weibach. R. (2002). Research methods for social workers. (4 th ed.). Boston: Allyn and Bacon.

372

nheing ding cu do goi la thang diem Roan thanh muc tieu (Goal Attaiment Scaling - GAS). Thang diem hoan thanh muc Lau la tong cu có the dttcic sit dung a danh gia thay trong cac he thgng Iii ca nhan dgn td chic va chide sit dung trong nhigu to chile sung gip dich vu. Quy trinh sii dung thang diem hoan thanh muc lieu gom có xac dinh can than van dg gem khach hang, danh gia va gan cac trong s6 tudng dgi cho m6i van de, lap danh muc cac muc tieu dt/ bao, thu than du lieu vg kgt qua thgc t6 dat dude

va tinh toan mete trong binh cho khach hang. Bang 10.7 thao luan chi tint

mei boot kd tran.

Bo& 1: Xac dinh van de cua khach hang: Vi6c sac dinh dUidc tien hanh thOng qua cac

WOG phOng van voi khach hang vathoac \Leh nguni khac c6 hieu brit ye tinh

hueng chung thong qua cac nguein tin khac co san. Budc nay co the bao gem ket qua frac nghiem, di/ HO to cac tong cu danh gia tinh huang khac nhau va

quan sat cua nhan vier' CTXH.

Bulk 2: Dhoti cac van de de lam viec: Day la qua trinh not khach hang volcac van de dudc chon toe, co the dda ra met danh muc gem cac van de nghiem trong nhat.

Nhimg yen de nay cludc tao thanh to cac khtic mac nhU"mau thuhn ca nhan, not buon than, viec giai quyet cac van de , cac van de ye chuygn dOi vai fit, tinh chat gidi, viec chain sec va nuOi &fang tie em, v.v..." (Bloom va ceng sit, 1995,

tr. 81). Mei van de nay dads dinh nghia thanh met muc fieu cho tam quan Irony

cua van de do voi khach hang.

Stroc 3: Xac dinh (hang digm hanh vi &Inc sti dung: Trong bUdc nay, chUng ta se lap

danh muc cac hanh vi dai dien cho mac dO cal thien Wong tdi viec hoan thanh

met muc lieu. Xac dinh mac dO thanh tong mong muen phan anh su du' doan hop li sau do chuyen sang cac ket qua khang mong mugn that va mong muon nhat.

Butic 4: Haan (hanh bang (hang diem danh gia hoan thanh muc !tau: Hay nhap vao cac muc tieu, trong s6 va mac de vao met bang hoan thanh muc tieu bong (xem hinh

10. 8) ding cac diem gen yeti cac mit de hoan thanh muc

Bute 5: Danh gia ket qua: Thu thee de lieu ye thanh tong cua he khach hang dOi vdi mei

van de va nhap vao bang thang diem.

&lac 6: Tinh tong diem hoan thanh muc haft dm mai thang digm: Mc nay bao gem viec nhan trong 56 cua m6i muc lieu vdi se diem dat dunc (xem Bang10.8).

BANG 10.7. Thang diem hoan thanh muc lieu

Thang didm hoan thanh muc tieu cho cluing ta met co ch6 khac de gOp phan danh gia thanh gang cua m6i he thong khach hang. Hinh 10.8 cho thgy bang thang diem hoan thanh muc tieu cua mot thigu nien c6 mau thu'an voi cha me v6 mot sS van Nhu ta co the doan trudc, bang nay

373

dude lap sau khi dat ra raw Lieu. Khi kgt thdc can thiep, nhan \den CTXH

dua ra mat diem s6 vao cac cOt va hang thich hop cho moi muc tieu. Viet cho diem co th6 la danh da"u hay ngu do la khach hang nha tuei, giao vien co the dung met phigu dinh de ttiOng trung cho su ti6n bO. Trong truong hop do, su tign be) cua thigu nien co the ducic chi ra bang mite di) hoan

thanh mue Lieu dude lam not hat trail bang thang di6m. Dung trong so thong doi cho m6i muc tieu, nhan vdi so diem dude chi ra trong bang thang di6m, cho plant) to co dude tinh toan cila so/ diem hoan thanh raw tieu tong hop. Chang han, myc Lieu dau tien co trong s6 la 10 digm va do mong

muon cua hoan thanh muc tieu la 0 dude dat tdi. Myc tieu s6 2 va so/ 3, m6i muc tieu c6 trong s6 la 8 di6m, dgu dat ban mite mong dui (+1 di6m). Cong

thitc tfnh se nhur sau: 10 x 0 = 0, 8 x 1 = 8, 8 x 1 = 1. VI vay, diem tong cua

thang die'm hoan thanh myc tieu trong trudng hop nay la 0 + 8 + 8 = 16,

mot ligt qua lac quan vdi phan lon cac tieu chan.

Csic van de va trpng so MCrc dO thanh tong Manh chgm dal cac

can On da (trong so = 10)

Manh lam cac viec vat hang ngay (Trong s6 = 8)

Manh them gia vao cac hopt dOng gia dinh (Trong s6 = 8)

Mac it mong muon nhat (-2)

Trap din cac can tut gian nha binh thadng (4-2 Ian m6i ngay)

Khong bao go lam viec vat

Khong bao gid tham gia vao cac hoat dong gia dinh

Mac it hon thanh cong mong muon (-1)

Cac can bit gian lay ra it han (1 In 1 ngay)

Lam viec vat chi khi bi nhac nhieu Ian

Khong may khi them gia cac hopt dong gia dinh

MCrc thanh ceng mong muan (0)

Cac con tac gian xay ra it (1 Ian titian)

Lam viec vat khi bi nhac

Tham gia them it nhat m6i than mot hoat dong gia dinh

Tat hem mac mong muon (+1) .

Cac can lac gian hiem xay ra (1 In 1 thang)

Lam viec vat ma khong can nhac

Tham gia cac hoa t dOng gia dinh khi co yeu ca'u

Kat qua mong man nhat (+2)

along nai gian nua Tv giac hOi co can gain viec nha khOng

Tham gia hoat dOng gia dinh ke' ca khi khong can yeu cau

BANG 10.8. BAng thang diem hoan thanh muc tieu da dign

374

Dam manh va didm yea coa danh gia bang thang diem hoan thanh

Ingo tieu

Met diem manh chinh this thang diem hohn thanh muc tieu la su linh hoat, dO tin thy cao, do gia tri be mat cao (Alter & Evens, 1990). Thang diem hoan thanh muc tieu cO the dude su dung de theo dei s1.1 hoan thanh muc [tau a moi ego dO, ke ed vdi thc he thgng 16n hon. Met trong nhang diem manh cua thang diem hoan thanh muc tieu la kba nang e6 the dtia ra danh muc da muc tieu va Cam quan trong Wong dr1i vOi khach hang. Nhu vay, ca khach hang va nhan vien CTXH deu có ed hei nghl ve van de gi la

thltic su nghiem trong va van de gi ft mang lai hau qua hon. Phtiong Olen nay cling mang lai met ed the a sap xep the muc tieu to ket qua to nhgt có th' den ket qua to1 nhgt co' the, d6ng that xac dinh met muc dat dude raw Kau. KhOng nhu the tin& ke he thong dun tap trung vao mue Lieu thay del hanh vi hoac thai de, thang diem holm thanh muc tieu quan tam tOi mue tieu cua khach hang. Nhu vay, no trao quy-en cho khach hang la dat ra va to hoan thanh muc Lieu dm. minh (Poulin, 2000). Viec su dung thtiOng xuyen the bang bieu co the gitip khach hang nhin Hay su Len bb cua minh trong qua trinh hoan tat muc tieu.

Nhilng diem yeti erm m(5 hinh thang diem hoan thanh muc tieu cO the la cee van de hoac trong s6 khong phan enh tinh trang that cria khach hang. Chang han, cac trong s6 cna mot muc tieu có the thay trong qua trinh can thiep, dOi hoi viec cap nhat bang thang diem hoan thanh mix Lieu. Han che nila la do met s6 muc tieu kh6 the dinh mac dO holm thanh. Thang diem hoan thanh muc tieu eó the khong the dung trong truOng hOp cO nhieu mite do hoan thanh mue tieu khong xac chub ro rang. Mite de hoan thanh mue tieu md h6 e6 the lam giam gin tri cua ceng cu danh gia nay. Chang han, mue Lieu "cam thgy hanh pluie hon" hoe(' "cam thgy to tin han" co ye rat md he va khong Miu ich (Nurious & Hudson, 1993).

Thang diem yen de d6i Wong

Thang diem van de doi Wong dude su dung trong cac tinh hueng ma

nhan vien thug the la hei va khach hang da the dinh dude van de can loaf

ba ho4c giam Mt (Alter va Evens, 1990). Phudng phap climb gia nay hau ich khi khO hoac khong the luring hoa (kW lc& qua. Btidc dau tien la [Met bieu the van de theo thug ngil vg hanh vi. AKO van de cO the ',hang danh gia nhu sau:

375

• Cvc ki nghiem trong.

• Rat nghiem trong.

• Nghiem trong.

• KhOng nghiem trong lam.

• Khong van de gi.

Hu& nay dttec khach hang hoan thanh vi khach hang la nheing ngubi a vi tri tot nhat Met do nghiem trong ciia van de ban clan ma ho dang tim kit' ski gitip do.

Blade tigp then la sit dung can thiep phu hOp cho m6i van de, sau do la "sap x'e'p cac mac de cal thien, giam bot hoac loai be cho cac van de" (Alter & Evens, 1990, tr. 63).

Cac diem xep hang ski thay IA:

1= to han; 2 = kh8ng thay dei; 3 = tot hon met chtit; 4 = tot ha; 5 = tot ha rat nhigu

Cuei ding, to se gan met gia tri khai qua dip tren Mae trung binh cua moi van dg.

Throng thi ca khach hang va nhan vien CTXH ding hoan thanh qua trinh danh gia va nhang ngitai co lien quan co the trO gitip khi can thigt. Chang han, cha me co the gitip danh gia in& de kiem soat hay loai trii van de cim met dith con. Hinh 10.9 chi ra vi du cim met bang danh gia van de del Wag. Trong tritang hop My, khach hang dang phai d61 mat voi sv to ti gAn lien mac cam vg dia vi xa h'ei, vi vay, clan lam anh twang dgn tong viec Ma co a co quan va 6 nha.

Nhu cla chiing minh, he thong nay co the chive ma rang de bao g6m nhigu'van dg sit dung ding met khung Man. Cling có the chta ra danh love van de cho cac khach hang khac nhau tren clang met bang. Day có the la truiing hcip cua cac thanh vien trong gia dinh hay cac thanh vien trong nhom.

taiim manh va diem yin ctia thang dam van di del tugng

Met diem manh cua thang diem van de d61 Wong IA no khong xam nhap va qua trinh tro giap va phu ha viii qua trinh giai guy& van dg. No thuc ski rat don gian nen co the ap dung vdi nhung del trong co trinh de giao due va/hoac nem ngla han the. Thang diem nay co do tin cay cao va IA tong cu co the dude s& dung trong trang hop co nhieu van de cling lac.

376

(Xing nhu cac phuong phap khae, thang diem Win de dOl Wong cling

co met so diem ygu nhu thang diem danh gia tinh trang vi nhu qua tap

trung vao van de. Sp chu y qua mfrs vao van de cith khach hang có the di ngude lai triet li trong can thiep la dVa vao the manh. Them vao do, có it

thong tin ve do gia tri ngoai de gia tri tren be mat (Alter & Evens, 1990).

Thang diem hoan thanh nhigm vy

Phudng phap nay truOc day duce cho la bun ich vdi qua trinh danh gia

trong vies dat dude mils Lieu va lam giam nhe van de, song °hung khOng phai la cac cong en duy nhal to co. Hon MM., chting khong phai hic nao cling la &Ong cu phi' hop nhift vdi met se trang hOp nhat dinh trong cOng the xa hei. Hay xem trUeng hop nhan vien CTXH tr0 gibe met del tttong thieu nien sau khi duce dieu tri tam than not trti. Khach hang nay da doe dieu

tri ba Ulan tich cue, bao g6m dieu tri nhom, tri lieu tam li dUng thuee. CO

be se tro ve nha trong vai ngay tgii va can due ha trd trong mat vai linh

vile. Tuy nhien truce khi em &roc cho ye, nhan vien CTXH can tign hanh

met s6 nhiem vu. Chang han, cha me em can &Mc thong bac, ye ngay

em dtioe tha de sap x6p chuyen di, nhan vien cong tac xa hei can chin trach nhiem dam bao tin dupe chuyen den. San do, em can phai dupe biet nhung

thong tin ve nhOm tro gulp ngoai tra de duy tri sV tin dinh tam than sau khi tai hoe nhap. Cac thong tin em can dude bier bao gem dia diem, thai gian, chi phi va thong tin lien he. Cuoi sung, nhan vien cong tac xa hei can lien he thtthng xuyen vdi khach hang de dam bao rang tien trinh dieu tri throe tiep tue. Vi vay, nh'an vien dose phai sap xep met lich hen va/hoAc cac chuyen di tham a nha.

Nhung nhigni vu nay dgu lion quan dgn mug tieu cugi cling la girm dtl

khach hang to lo lieu dttOe sau khi ket thtic dieu tri 6 trung tam. Thang diem hoan thanh nhiem vu dupe stir dung de"' danh gia mite do hoan thanh

nhiing nhiem vu nay. Vi du ye bang danh gia duce chi ra a Bang 10.10:

NhiOm vu cong tac xa hiji Mat 1:10 boat? thanh .,

Diem

ThOng bao cho cha me ye thdi gian ra trei

Da boo dudc yak cha me va hp se den van ph6ng cua can bO CTXH dung gid

5

Cung cap thong tin cho khach hang va nh6m trd giap ngoai tra

Khach hang dudc ghat cac ban in ye thoi gian va ngay thang gap mat

5

377

Cac cuec gap theo ke hoach Da len Ice hoach hai cuec gap 3 tai nha voi khach hang

Diem: 5 = hoan thanh, 4 = co ban hoan thanh, 3 = hohn thanh met phan, 2 = khOng hoan thanh, 1 = ce co h6i

BANG 10.10. Thang dOgm hoan thanh nhiem vu

Rein va Epstein da Mint trien thang diem hoan thanh nhiem vu thanh met ding cu h6 try cho cong vied cua ho. Mac dAu vi du tren bao the nhiem vu nhan vien CTXH phai hoan thanh, no cling cO the' sa dung de gulp met khach hang then doi dude cac hoac deng tion theo. Met of du vg nhiem vu cila khach hang la:

1. Hoan thanh met den xin trg gidp y tg.

2. Sap xep the lan kiem tra y to cho em gal 6 tuelli. 3. Hen gap a hoe vg GED.

Khong c.6 met khung dua ra de lam thang diem hit thanh taw tieu, gia sa rang the nhiem vu se duck, }loan thanh trong balt ki thdi gian ma dua vao khung a giai doan trail° cili a qua trinh giai quygt van dg.

Diem manh va didm yob cua thang clanh gia hohn thanh nhiym vy

Thang diem hoan thanh muc tieu la met he thang xua't sae trong khi theo doi cae nhiem vu quan trong can thief de to gitip d6i ttiOng dat dale mue Lieu. Du the mue tiou la do nhan vien CTXH hay khach hang dat dude dcu khong quan trong vi he thong nay cO tac dung vdi ea hai hinh thud.

Thang dlinh gia hoan thanh nhiem vu cling e6 nhiling diem yell cua no. Chang han, phai lau Y rang mot nhiem vu hay met boat dog co the dude hoan thanh song mud tieu lai khong dat duct. Gia dinh nay la cd sa cho thang diem hoan thanh nhiem vu va vied hoan thanh nhiem vu c6 the din den dat throe muc tieu. Doi khi, dieu nay khOng xay ra. Mat khae, khach hang c6 the kb:Mg hoan thanh nhiem vu met each hoan Loan. Dieu nay c6 the la do khach hang da khong ca. du Ong luc hoac c6 met su ngan tra hoan thanh nhiem vu ddy du. Nhan vien CTXH phai lam vied vdi khach hang de xac dinh ygu td khign nhiem vu killing duce thus hien, phai len ke hoach de vuot qua rao can hoac thaycl6i nhiem vu.

Cac nghien Call 116 skt thoi man

Nghien cUu su thoa man la each thud don gian de nhan vien CTXH c6 dude ski phan hOi ciia khach hang hoac ngUai khac khi sa dung dich vu. Noi

378

chung, nhang nghien cau nay bao gain digu tra vdi the cau hat lien quan truck tip den hanh vi Cu the cam nhan vien CTXH. ChAug hen, met nhan vien CTXH maehi bigt minh de. lam tot cong vied dao tao nuei con cho nhfing ngtiai mdi tra thanh cha me nual. Digu nhling ngitai cha me nuhi nay da trai qua dao tan ch the la nhfing thong tin quan trong giup ho hoat Ong trong tudng lai. Mot di6u quan trong la the nghien Cull sg thoa man ch the duck dung 11011. Neu nhan vien CTXH mutin hi& nguai cha me nuei da hoc duce gi trong khem dao tau, met (lieu tra sv thoa man se kliting nhal thigt phai mang lai thOng tin nay. Dinh gia skt thu nhan kien theic thitang del bee mot s6 cd chg flint so sonh diem truOc va sau danh gia bang met bai kiem tra eh de gin tri vg cac thOng tin lien quan dgn von de (trong tritang hop nay la kign theta cham she, nuei duang). Trong mot se; Huang hop, nhan vien CTXH sit dung ca kiem tra kien thiie va dieu tra sit thoa man bai vi cluing se mang lai nhung thong tin khac nhau.

Cae digu tra dO thoa man thuang sit dung met be the eau hal (long, hai

vg cac hanh vi cim nhAn vien CTXH (hoae cim to chetc cung dip dich vu), nhung ding tot ngu eung cap cac eau hai and de khach hang eh the sit dung nham me to kinh nghiem cua mini. Mae del nhung eau hei ma ce the Mho dua vao bang, hay tinh tong, song cluing c6 the cho Wel cac thong tin kliOng the eh doe neh chi set dung eau hai dOng. Vier, tra lai aim khach hang cho met eau hea ma se mang phong each rieng cua phan tich net dung cho moi eau tra lai, eh the xac dinh duce giong dieu haac cac van de thong nhgt. NhUng kgt luau nay co the duce sd dung de cai thien chat luring dich vu hoac gai y die eau hai khac khi digu tra trong Wang lai.

Kin ce the, tot nhat la c6 tom the digu tra do thoa man co san v67 dd

gia tri va tin cay da dude chang minh chit kheing nen tv thigt kg. Met lila churl la Danh mac dr) thud man cda khcich hang (Cient Satifaction

Inventory — CSI), eta có ed do, gth tri >My dking va de gin tri nei dung, cling viii (le tin cay cao (Nugent va Ong skt, 2001). Hay ghi nhd rang cac digu tra thoA man khOng chi bo hap trong vice thu thap thong tin W phia khach hang. Nhung digu tra nay con duce sa dung de de xueft § kign tit cac to chitc khac, the nguem tham khao, ca nhan va t6 ch(c khac Ina phan h6i cua ho eó the gitip tai thien dich vu. Hinh 10.11 mei to met tong eu thoa man khach hang set dung nhung cau heri dec. trong.

379

Bgnh vien Vigt Han -Dial tra dg thod man ctia kheich hhng

Ban vita sit dung dich vu cOa Ph6ng dish vu xa hOi cos berth vien Viet Han. a benh vien Viet Han, chung tot quan tam den 9 kien cOa ban ve chat Iddng dich vu ma ban nhan &roc. Xin hay beit chat thdi gian hoan thanh diet' tra sau a gitip cal thien dish vu de chUng thi. Xin cam do ban.

De tra Idi cho mot cau leak ban hay dung thang diem sau day:

5 = Deng I hoan toan.

4 = Tudng del dang 9.

3 = Kh6ng re rang.

2 = Phan dei met phan.

1 = Phan dei hoan toan.

0 = Khang ap dung.

1. q Bich vu ma tot can da dude cung cap. 2.n Nhan vien cong the xa 150i dap Ong kip thdi nhang you cad gitip da cOa toi.

3. q Nhan vien CTXH giai thich day da thO tuc quy trinh cho tee.

4 q Nhan vien CTXH rang nghe toi.

5. q Nhan vien CTXH hoan thanh kip thee nhiem vu cOa minh.

6. q Nhan vien CTXH tra !di cac cau hai cua toi tan tinh.

7. q Nhan vien CTXH than hieu di6u COI quan tam.

8. q Nhan vien CTXH dot xOnha nhan vdi toi.

9.n TOE se gib thieu nhan vigil CTXH cho ban ve va gia Binh toi.

10. q Nei chung, toi hat long vdi dich vu bath vien da cung cap.

Xin hay dtta ra bat at nhan vet nao ban mugn de gthp chUng toi nang cao chat luting dish vu ban duec nhan.

BANG 10.11. Vi du ve dieu tra dO thou man cue tthach hang

Dam manh ye Mein yen cOa di& tra dg thou man

MOt dim manh ion nhgt vg digu tra nhu cau la a tign hanh ya ddn gian. Chi phi th'gp ye tuY thuOe yao cai dang (bloc digu tra, digu tra co thd dude sa dung m& each Mu dui. Khach hang cam thgy dude trao quygn khi 86 cd hei cung cep phan h6i cho nhan vien CTXH hoac t6 chuc. Cu& cung thi khech hang la ngtied tiou thing nhang n6 luc caa chting to ya digu nay coy nghia quan trong. Vigc thu the') phan hoi to ho la hop 11. Them naa,

380

cac xu huOng hoac cac me hinh có the (Woe khai quat khi tilting tin dude tang hop qua cac nom. Quan trong khang kern viec giai nghia du lieu phai

tufting dgi de clang (Royse, 2004). Diem ygu dau tier' cua digu tra do thoa man la "trong thvc tel khach

hang thudng danh gia cao do thoa man v .& dich vu. Phan Ion cac sach digu

tra vg do thoa man da &Mc xuat ban dgu chi ra rang khach hang tIntang thuat lai mite thoa man cao" so vdi thus t6 (Royse, 2004). Nhung kgt qua do da thick ghi nhan a rat nhigu note tren thg gioi. va vdi cac khach hang có nhiing van d6 khac nhau. Cac me hinh tri lieu duce sit dung during nhu khong có anh htlang dgn de thoik man cim khach hang khi nhan dich vu. Nhung kgt qua nay c6 the &toe giai thich hang sp kgt hap thia met vai ygu t6. nit nha:t, khach hang c6 the ca it hoac kheng có 1Va then lien quail Mn nhan vien CTXH, t6 chile, hay dich vu throe cung cap, vi vay, ho khong e6 ed so so sanh. Thit hai, nhung ngttai digu tra thang la nhiing ngudi hoan thanh qua trinh tra giup. Nhang nglini lin di to truth, hoac nhiing ngttai kheng tra lai ban digu tra se khong dude ke Mn. Ngay ca nhCing ngtthi da tra lai ban digu tra ding có the danh gia tech cue vi e ngai mirth bi anh httang eau nay.

,Met each a bit cho su thien vi nay la thigt lap met ngtiong cho skt chap nhan cao hon (Royse, 2004). De lam vay. nhan vien CTXH có the guy& dinh truth rang bat ki kgt qua nghien Clan nao chi ra it Win 70%

khach hang hai long vdi dich vu hay t6 chitc c6 th6 dude coi la kheng hai king. Khong co nvang nhu vay. ngttai ta co the kat Juan sai lam rang phan len khach hang hai long vdi t6 chits hay nhan vien.

Cac digu tra thong thuong co nhang han the nhu ti le tra lai thap

hoac sai (ha chi, va chting co the bi anh 'Wang bai trinh de van hoa cua khach hang (Royse, 2004). Cugi thing the digu tra tlutang thigu de tin coy hoac de gia trl vi chting thltang la doe nhat va do chinh t6 chitc hoac nhan

vien Cu the thigt kg.

Met han chg nua ciia di:6u tra Ulna man la kgt Juan thu dude kheng

thg gitip cai thien cac phuong phap da sit dung vai met del Wong Cu the, mac du no co the gitip ich cho cac chuong trinh kg tigp. Hay so sanh digu nay von the thigt ke he thgng don duoc sit dung de do luting trign he trong can thiep. Giam sat cho phep chting ta co nhang digu chinh trong qua trinh thus hien, nhang digu chinh nay thubng khang the tign hanh trong digu tra

381

thod man. Met s6 no he han ch6 diem ygu nay da duct the nhan vien CTXH this nghiem bang each you eau khhch hang dien vao met bang hai eau mei giai doan. Khi plutong phap nay chicle sg dung, nhan vien CTXH c6 the diing no de digu chinh the giai (loan tigp theo vdi sung met he thong khhch hang.

Dim bio chit kmng

t Binh dam bao chat lacing (din khi con goi la kiem soat chat luting hay /tang cao chat luting) de dam bao dich vu theo chuan mug coo t6 chafe, it dUdc sU dung khi danh gia ket qua hOn viec guy& dinh xem ngudi lam gang tat xa hei da theo the quy trinh va chinh sach dig ES chile den miic db nao. Dam bao chat luting ce the la a kiem tra nhan vien ceng tac xa hei co theo the Mr& can thigt trong giai guy& met twang hap kheng. Cung c6 the no tap trung vao viec thai han có dole dam ban khong, chang han cO dap ting chi clan den dich vu bao ye tre em trong vOng 24 gig khong. Trueing hap khae, tieu diem di the la mile do the he sd cila trgdng HO co du nhung thong tin can thiet nhu kat qua danh gia hay DSM. CA (' nhan vien CTXH phai duce danh gin lieu the ghi chop c6 cap nhat khong va lieu ho c6 hoan thanh danh gia tinh hueng dung han khOng. Hatt nhu bat ki khia canh cOng tee nao cling co the tip dung danh gia nham neang cao chat lacing.

Quy trinh Chung cua dam bao chat luring truck tien la phai có met be Lieu chuan ma cat nhan vien phai theo. Sau do la kiem tra thiking xuyen xem nhung tieu chuan d6 co dude dam bdo hay khOng. Nhu vay, met influ he so trUeng hgp cud in& nhan vien CTXH se dude xem lai hang thong hay dua tron es so ngAu nhien. Khi nhung Mn xem lai de cho thay co met van de, muc tieu la phai gitip do nhan vien CTXH dat (KW tieu chuan. Gitip do cO the la ciao too them hoac giam sat them. That bai lien tagp trong viec dam bao tieu chuan chat Luang co the &lee sii dung de ki Mat ca nhan, trong d6 co the sham dig lao &mg.

Cic thiit ke nhom

Trade kin glen thieu eac phaong pluip danh gia me to trong chuong nay, thong La da the dinh met so ban the Mon cO trong nhung phuong phap dO, mac &au eac han the nay khong the lam giam gia tri he try danh gia de hieu qua sua gong tat, thong van anh hail/1g ctSn khA nang the dinh nguyen nhan ket qua. De vuat qua han clog nay, cat thigt kg nhom chide sii dung.

382

Cac thiet k6 nhom throe Ring a ta ra cai dude goi la suy 1u4n nguyen

nhan. NOi each khac, the thigt kg nhain gulp ta xac dinh chi da gay ra ket qua quan sat dude 6 khach hang. Dung nhu thuat ngu, thigt k6 nhom dude sU dung de so sanh cac nhom khach hang.

MO hinh nhom thing dupe dung de? hUong den nhung yeti te; tang curing kha nang khai quat hod cac nghien citu aim chting La. Mat ygu tS la su tap trung vao do gia tri not tai thigh hdp him cac de doa den do, gia tri nai tai. Nhfing van de nay dupe thao luan trong phan diem manh va diem 3,- .6u cua

cac thigt kg nhom.

CAc mo hinh thus nghiOm

Cac me hinh thuc nghiem la nhung phdOng phap datt Lien tie'n hanh thuc nghiem tren hau het the linh vue khoa hoc. Hai dac ttnh rieng ena the m6 hinh thuc nghiem la viec su dung cac nh6m doi thing (control group) va nguyen tac neu nhien. Trong mad time nghiem, khach hang se dUcie xep ngAu nhien vao met trong hai nhom, mat nh6m la nhom dude trd gidp goi IA nhom thuc nghiem. nhOm kia khOng nhan dude trd giup goi la nhom deg chUng. Viers sap xep ngAu nhien co nghia rang rn i khach hang c6 co hai nhu nhau trong vies dude xep vao mat trong hai nhom. Tiou chuan nem nhien clang có the la dan xep, chang han ngu tat ca phu nu dude xep vao mat nh6m va nh6m kia Loan dan Ong, hoac the khach hang c6 dia vi cao duoc xep vao mat nhom va khach hang dia vi thgp dude xep vao nhOm kia.. Su sap xep ngau ninon c6 the dude tign hanh bang mat so phuong phap nhu Lung clang xu hoac sit dung bang so" ngau nhign.

Muc dish cna sit dung sap xep ngAu nhien va nhom deg elating la de dam bao rang hai nhom dude so sanh day du vdi cac trac nghiem cOng bang vg can thiep cua ta. Vi khong c6 ygu t6 nao ngoai cel beg chiu trach nhiem lieu mat khach hang co duped trong mat nhom hay khong, Chung ta sc dat dude c0 sd so sanh giCia hai nhom.

MO hinh nhOm d6i thong duqc kie'm tra trutc va sau

MO hinh nay se so sanh hai nhom, mad nhom nhan su can thiep. nhom kia killing. Ca hai nit dude kigm tra trudc va sau. Srk khac nhau gida hai nhom dude gan cho vies can thiep. Day la mat thief kg manh vi no loai 66 dupe nhi .eu yeu to de doa den de) gia tri caa nghien ciiu. Neu ca hai nhOm ducc so sanh, yeu t6 duy nhgt chiu trash nhiem la can thiep cua chting ta.

383

Ma hinh nhom dal chdng chi kigm tra sau

Neu met nhan vien CTXH quan tam den anh huang cua kiem tra trtiOc len ket qua, each de ]oat be anh lniang nay la sa dung met thiet key nh6m d61 chiing chi kiem tra sau. Trong me hinh nay, bai kiem tra trthic hi b6 qua hoan hoan va chi so sanh ket qua kiem tra sau khi can thiep gala hai nhOm del chUng va thlic nghiem. Cach nay loai b6 kha nang xac dinh hai nhom (la lam gi khi kiem tra trtidc, nhung no mang lai gia dinh Aug sv sap x6p ngAu nhien da loai trit su khac nhau bat ki gifia hai nhOm.

Cac thief kethyt nghiOm gia

Nhign khi khong the sap xep ngau nhien hai nhom d61 chUng va thuc nghiem, vi co ve khong hop 1f hoAc co van de neu khong ap dung dieu tri cho met nhom theo quan diem quan he cong chting. Trong nhilng Ht./dug hop do, to co the clUng thay the cac thief kc dive nghiem gia. Co ba thigt nhom doi chtling khong Wong 'ding, day s6 thai gian, va da day s6 thai gian

Nh6m dai chang killing Wang xiing

Nhom obi chUng khong tuang xiing dung khi kliOng the sap xep ngau nhien cac del Wong vao nhom d6i chtang va nhom thuc nghiem. Tuy vay, van can nhom so sanh Wang tv nhu nhom attic nghiem. Chang han, cac nhan vien CTXH lam vice vdi thanh vien trong trung tam dieu tri mu6n ki6m tra chtiong trinh tham van tham quan da chide sit' dung thanh cong cac trung tam khac de nang cao su tit tin va 118 trO lan nhau. Bao gam cac hoat deng tap the nhu leo each do., cam trai, luyen tap than the va di cano, chUong trinh nay ce the kiem tra trong met phong 6 trung tam dieu tri not trti trong khi cabin khac se duet sit dung vat trine dich so sanh.

Li Wang nhft, to se muOn hai cabin co nhling nguOi ding kh6 khan va kha /fang ban dau. Neu khong, st, so sanh se kern hieu qua. Vi du de"' kiem tra tinh hieu qua Gila chttang trinh tham van tham quan v6 nang cao tv tin, can be CTXH se cho ca hai cabin lam bat kiem tra truoc, de do Wang cac bien. Sau khi can thigp, ca hai nhom se lam bai kiem tra sau. Hinh 10.12 chi ra st4 so sanh, diem to tin ciia cac thanh vien trong cabin A tang len sau can thiep, trong khi hau nhu khong co thay d6i gi trong cabin B, bac la nhom khOng tham gia Hwang trinh tham van phieu luu. Viec xay dung bang bieu (hen diem kiem tra trutic va sau cua cac thanh vien ca nhan la tuang del thin gian.

384

40 • 35

30

25 • ♦ Cabin A 20

Cabin B 15

10 E

^. 0.) 5

0

Kim tra nude Can thi4 a nhom A Kiem tra sau

HiNH 10.12. Vi du ye nhom d6i chiing khong tuning xCrng

Cac thial ke" day s6 theri gian

Trong the thiet Ice day s6 thai gian, nhan vien tong tac xa hei quan sat truOc va sau can thiep. Gia sit nhan vien CTXH mu6n hieft lieu ding viec cim cac benh nhan trong trai (Wang lao có gay dude tac dung mong muon hay khong, hanh vi dude quan tam la benh hay quen caa cac benh nhan v .6

nhang ski kien hang ngay. Nhan vien CTXH c6 the danh gib sit nhan thiic cda the benh nhan v6 cac ski kien hang ngay vao m6i thu hai trong bon

titan, sau do la b6n Wan ren luyen nhem. Sau khi Ten luyen nhom ke't thee, nhan vien se dua ra kiem tra danh gia trong b6n Uhl hai tip theo.

Met diem manh cUa viec si9 dung cac tong cu do thuang xuyen truoc va sau can thiep IA chUng eó the gitip xac dinh me hinh bao tram ket qua. Chang han, có the la ski nhan thfie cua cac ski kien Men tai dao Ong theo thai ki, va sa dung chi kiem tra truoc va sau ea the be) qua ski bat on nay. Hinh 10.13 chi ra hinh anh cua thiet k6 day so thai gian.

385

8000%

6000%

4000%

2000%

11 1 3 5 7 9

Vi du v6 thigt kg day s6 thdi gian

Than

HINI-1 10.13

hinh tren, to thdy có nhung ski dao Ong trong diem nhan thac gifia cac Ulan, trade khi tign hanh dei vdi ran luyen nhom. Mac kign thac tang quan vAn Long doi thdp. Sau khi can thiep, ski dao Ong vAn tier, dign, nhung a mac cao hdn nhigu. Dieu nay cho thdy viec ren luyen tri nhd theo nhom vg cac ski ki'Qn hang ngay da dat doe ICA qua mong doi trong viec nang cao kign thac cua nhung nguoi song trong trung tam v6 moi digu dang din ra quanh ho.

Thiei ke da day so thol gian

MOt thigt kg da day sei thoi gian bao gOm viec sa dung each tigp can day s6 thoi gian nhung cling vOi nh6m del Chang khong Wong rang. Me hinh nay so sanh nh6m nhan can thiep vOi mot nhom khong nhan can thiep. Tuy nhien, khong c6 gia dinh rang co ski sap x6p nedu nhien nhCing ngtthi song trong trung tam \Tao hai nhOm; neu can thigt có th' xem 'cot dd cac nhom Wang xang nhu mot thiet ke dap nghiem. Trong truang hop tram nhan viers CTXH co the quygt dinh bAt dau nhom ran luyen ye tri nhd cac ski kien hang ngay. Thiel k6 nay se co tac dung cho dgn khi khong co ski khac nhau thuc ski giaa khu A va khu B. Tuy nhien ngu khu B có ti 10 len hdn nhung ngtiai mac benh Alzheimer, thi khOng thd có ski so sanh binh dang gift hai khu. Binh 10.14 chi ra met thigt kg da day sg thai gian, Nhom B ((Wong net lien) cho thdy su dao d'eng ye cti6m trong tuan trade khi can thiep voi ti 10 chinh xac gicia 22% va 30 % cling mat me hinh sau khi

386

ran luyen nhOm da kgt auk. Diem caa nhOm A (dtiong net dfit) the hien met skt dao deng ttidng to trudc can thiep red cai thien yang sau can thiep.

Thkic tee la diem ena khu A a day cao hdn va con tip tuc cao hdn, cho thy rang ren luyen nhOm vg ski kien hien tai co hieu qua.

NhOm B

1 2 3 4 5 6 7 8 9 10 11 12 Than

1-18n1H 10.14. Vi du vg thigt k6 da day s6 the:5i gian

Dam manh c6a cac m6 hinh nhOm

ChUng to da thao luan vg kha nang suy luan nguyen nhan va khai gnat hod cim me hinh nhom t3 truck. Suy Man nguyen nhan la viec quygt dinh met stt kien la nguyen nhan caa met ski kien khac. Hoac, not each khac, the thigt kg idiom gitip cho ngtioi lam CTXH nOi a met mac do chat

nhan nhat dinh rang can thiep la nguyen 'than có kha Wang nhal mang lai

sit thay dot trong he thOng khach hang. Ski khai (mat hod la kha nang ggi rang pluicing phap va kgt qua dat dtigc met nhOm nhit dinh ce the ap dung cho cac nh6m Wong to khac. Ca hai la flitting diem manh quan trong cna cac thigt k6 nhom. C6 le diem ygu ldn nhat cua cac thigt k6 nh6m la sti can thigt phai quan sat cac mite do cham sec cao hdn khi thigt kg ve. thkic hien chting. Chting to cm. chi ra t3 trade vg tam quan trong gun sq ng rau

nhign Nig ki'gYrn soot — the nit so sanh cho cac thigt kg nh6m cling flint met s6 Win de di kern trong viec dat thick, nhung yeu call nay. Loai han chi thii hai thuc ra ld hai loaf nhO, de doa tai tinh gia tri not be va do gia tri ben ngoai. Ngu kheng dude chti nhting de doa nay c6 the lam suy ygu Ichg

387

nang tim nguyen nhan hay khai gnat ket qua, hoac la ca hai. Mei loai de doa se dude thao Man dudi day.

De doa tdi cid gia tri not bd

De giA tri Mei be IA met khai niem ce lien quan den viec t8 b6 nhitng giai thich bang viec cho bigt vi sao thay dei then ra. Met danh gia co gig tri ilia be có the bao g6m mot s6 ygu t6 (ngoAi you to" lieu phap) 06 lien quan tdi kgt qua xay ra. Bang chinh ban chat cba minh, the thigt kg nhom phai kiem scat nhiing giai thich thay the nay do nguei to khOng bao gib c6 the khang dinh dude can thiep da gitip san sinh ra thay dei trong tinh hu6ng cua khach hang. Ngg se de doa ct6n do gia tri not be din hei phai bao gem tong cu, stfi chin muoi, viec chain out dieu tri, su thien vi trong lira than, su hei quy

• thong ke, su mu reng dieu tri, kiem tra va lich sit (Rubin & Babbie, 2001). COng co: Chung to da thao luan to trude sig tam quan trong cua viec

sit dung nhung thude do c6 gia tri va do tin cay khi danh gia tinh hang va danh gin van d6. Day la met buds quan trong trong ode thigt kg nhom vi nO g6p phan loai be met trong nhang de doa tdi de gin tri not be goi la cOng cu. C6ng cu c6 the la met van de nett chang dude sit) dung de danh gia co de' gia tri va do tin cay han chg vi khong the chat than rang chimg do chinh xac met each th6ng nhat nhung cai dude do. Met vi du IA viec sit dung bang hea v6 dQ thoa man cua khach hang de quygt dinh hieu qua ciia chitong trinh digu tri cai nghien. Cong cu dude sit dung khOng ea gin tri trong viec thay dei th6i quen thing ma tuy.

Ski chin mu6i: Ski chin Muei la met thuat ngli dude sit dung de xem xet met thdi ki. Chang han, to thuong quan sat thay rang the ti to mat e leg cua thanh thigu nien giam xuOng khi the thanh nien nay len hdn (va ca Mien him) c6 the mang lai thay d6i trontsuy nghi va nhan thitc, hanh vi va cam mac. Trong thoi ki nay, nhieu ngubi tr6 nen tign be du ho c6 nhan ski trd ghip hay kheng.

Vide chgm dui digu tri: Xay ra khi the khdch hang be dieu tri. Vi du nhan vien CTXH bat dau vdi 12 thanh nien trong chudng trinh cai nghien. Ca"thai dot kiem tra trudc va sau ve su them mu6n sit dung ma tuY trong tudng lai di kern vdi cac du lieu v6 hoc hanh va pham tei cO the dude sit dung de guy& dinh xem lie, u chuong trinh co hieu qua khong. Cling kw do, thin thanh vien cim nhOm b6 di va nhan vien CTXH phai lam not

388

chuong trinh vol tarn thanh vien. C6 the nhring nguai be di nay cam thgy tic tai yen sit cham tign be hoac cO the ho cam thgy ho dat dude mue tieu de ra. Vgn de la nhan vien CTXH kheng biet vi sao ho b6 di, va nhung ngrfai be di se khOng cO ket qua bai kiem tra sau. Neu sau trong sgnhcing ngitai con lai cai thign s6 diem trong bai kiem tra sau va hai ngitai kheng dat, nhan vien se có the not la 75% (sau Ertl tam) nhfing ngtfai tham gia chuong trinh da dat. Tuy nhien, ngu bOn ngithi kia b6 la vi ho da khong tign b0, tide thanh &Mg thud sit phai la 50%, (sau troll nurai hai). Hai vi muc Lieu cugi ding la kiem tra de hien qua cha met can thiep, chiing tei gui Si la nen c6 gang lien lac vdi nhung nguai b6 di de co dude sir tham gia cua ho trong bai kiem tra sau. Vigc khOng tinh den ho de doa do gia tri cern vied tuyen be ti 10 thanh ceng la 75%.

Thien vi Itta chon: Thien vi hia chon lam anh huang dgn kha nang nit ra suy Juan vi kgt qua quan sat dude c6 the lien quan tai tinh each cila khach hang: dime giup da hdn IA van bgt ki cai gi ma nhan vier' CTXH lam de giiip da. Chang han, met elniOng trinh chi chgp nhan dieu tri nhung khach hang c6 kha nang phut hai cao dude goi la hat yang. Neu nhan vien CTXH amen n6i rang dieu tri cal nghien nhom e6 hieu qua, can thiet phai so sanh nhOm nay vdi nhom khac. Nhiing nhom ea kha nang phut hei cao co the có deng lye cao hem, co nhien 116 tro tii gia dinh, ban be hdn hoac nhiing nguen hre khac da thud su lam nen dieu khac biet.

Mit quy thong Ice: Chung to biet rang nghia chinh the ena to thgng ke gay eho nhieu sinh vien CTXH sir lo ngai. Tuy nhien, thgng ke clang met vai trO quan trong trong thus hanh danh gia va nhgt la trong cac thigt kg nhom. Her quy thgng ke la hien tUeng diem arc cao hoac cue thgp vdi bgt Gong Cu nao de thay d6i theo thai gian, yang su can thiep. Chigu hueng thay d6i IA theo throng diem trung birth hoac trung vi do nhung ngttai hoan thanh tong cu dat dude. Vi twang thay dgi do, hien Wang nay &foe goi la hai quy ve Iniong trung vi

Gia sit rang met trung tam CTXH dua ra met elnicIng trinh dao tan nhom tap trung vao the dam nhan vai tee trong hen nhan. Khi lam vied vOi

khach hang tham gia nhom, co quan sit dung nhung ding cu nInt Chi so" thod man trong hon. nhtin (Nurious & Hudson, 1993) de gap phan danh gia mite do hanh phlic trong hen nhan caa nhung khach hang va danh gia lai de tinh mite do higu qua ena thay dgi, hi vong rang nhang

389

ngadi not ho rill bat hanh trong hen nhan se co cam gide tich die hdn sau khoa digu tri nhom. Trung tam cang mong rang nheing ngadi co mac dO)

thoa man cao ding duy tri dude diem ena minh. Tuy nhien, hei quy thong ke co the tra thanh van de trong nheing truing hip do. Chang han, nhang nguai co diem thoa man thap hie ban dau co kha nang co muc diem cao hdn ve sau, k@ ca khi ho khong con tham gia vao dieu tri nhom. Tadng hi, nhang ngtidi ce diem thoa man cao a hie ban dau co the co diem thap hdn diem tong ket cua nhom. DU chuyen xay ra theo hudng nao, cac diem qua cao hoac qua thap cling co the dale doan trade de thay thai gian va do do, de doa kha nang xac dinh nguyen nhan cna nhan vier' CTXH.

Ski ma r<mg di6tt tri: Neu nhan vien CTXH mong muen so sanh hai each tiep can khi dieu tri cho khach hang khong chin ueng thuec, chting to se muen có hai phudng phap Cep can di.‘ khac nhau. Co the dieu nay se dan tdi viec sa dung nhom giao due vOi tam khach hang va met each tiep can hanh vi nhan thew veil tam ngtiai khac. Trong li Wang, each tiep can nhom se dude coi la di khac de cho phep so sanh muc dich. Tuy nhien, thong thaang, each Hap can can thiep khac nhau cO nhang dac HIM chung, gay ra su thong cheep can tra cho viec so sanh thud sit Chang han, ca hai phudng phap nhan manh den qua trinh hoc va suy nghi. Them vao do, viec and r'eng diet' tri co the xay ra do cac nhan vien CTXH clan dau nhOm ce kha nang the hien su th6ng cam, so thanh thus va cac phem chat tich cue khac trong phudng phap hanh vi nhan theic. CO the la hai ngtiai dan dau da doe the tai lieu ve cac phudng phap khac va da ap dung met s6 thu thu'at hay Sr kign di kern ved no. Cuei ding, nhang dieu Wong to trong the hoat deng can thiep

hai nhom co the ngan than chic ski so sanh caa nhom nay hay nhom khac. Trong thuc te, cac yeti ta chung caa ca hai phudng phap nay ce the chiu trach nhiem cho kat qua thu throe chef khong phai la dac tinh rieng cua the phudng an dieu tri three sa dung.

Kim tra: Kiem tra la met de doa not be den dO gia tri vi chinh hanh deng bi kiem tra cif) the anh hudng len khach hang (hay bAt di ai). Neu ban biet ban dang sap bi kiem tra ye (lieu gi do, xu hudng to nhien la ban se chuen bi. Hay quan sat met tinh hudng trong do nhan vien CTXH su dung met me hinhkiem tra trade va sau de quyet dinh xem met thanh nien dude day ye HIV va cac benh lay truyen qua throng tinh due khdc (STD) có nang cao nhan theft ye cac yeu t6 rii ro c6 lien quan khOng. Giva bai kiem tra

390

trade va sau, met sg hoac tat ea cac thanh vien c6 the tim kigm cau hai cho cau tra lbi ho da bg qua hoac khong hieu trong bai kiem tra trthdc. Digu nay cho ft nhat met phan cua nhom da dude can thiep them (nghia la giao due them khi di tim eau tra Nhtt vey § dinh ban dau cim nhan vien CTXH se bi giam higu qua trong vies do Mang do hieu qua cim phtking phap.

Lich sit: Lich sU la met tinh hugng aid vi, trong do cue hien taring ben ngoai can thigp va ea nhUng the &Ong khong mong mugn len bign phu thuec. Gia sit nhAn vien CTXH dang c6 gang so sanh mite de thanh tong - cna hai phUdng phap kiem soot trong lacing cd the (nhom giao due dgi trong vdi nhom ho tro). Lich sit e6 the tae Bong len met trong nhung nh6m nay bang met trong hai each. Trade HI, hay xem cal gi se xay ra khi bai hoc dm nh6m giao due bi gian doan bai met vu shay trong khu vkic hoc. Cac thanh vien chUng kign sit Men va ft nhat mot Fan tap trung vao vu shay hdn la nhiing gi dang xay ra trong nhom. Tru khi nhAn vien CTXH len kg hoach too ra met vu shay trong nhOm he trd (kik-J. 11g dttqc de xuAI), sit kien nay se e6 kha nang anh huang len nhom giao due \Ludt ra ngoai kg hoach. Nei each khac, su trai nghiem khac nhau cna nhOm c6 nghia 1a ho kh8ng the so sanh dude vdi nhau nth.

Met van de that hai xay ra khi su kien ben ngoai awe sit too ra cac ket qua quan sat dttOc. Neu nhan vien CTXH lam viec vdi nhom nguai 16n trong met trung tam tri lieu cal-) toe ve tram cam, ho hi vong rang vi'ec sit dung nh6m kgt hop v6i tri lieu ea nhan se co the Ong tich cue len tam trang eim khach hang. Trong met sap xgp li Wang, ho se mugn dam bao rang lieu phap nay la can thigp duy nhat dude sU dung. Trong thus tg, digu nay la khong the dam bao. Gia sit rang trung tam tri lieu co met ngudi dau bgp

nhung m6n An rat ngon mieng, hay met nha tri lieu thu gian c6 nhUng y Wang chtOc nhieu ngttdi }Wong -Ling ve to chile cac hoat dung cho nhung thanh vien trong nhom. Co the hoc ra la tam trang tign bO caa

khach hang la do nhiing su kien khong dude tinh &lige nay hdn la do tri lieu nhom cua chting ta. Tom lai, bat cu su kien nao a nOi be hay been ngoai nh6m co the mang lai kgt qua va lam nay sinh cau hea v'e do gia tri no, i be trong danh gia cim chang ta.

Met khac bigt nfia giita cac thigt kg nhOm va cac thigt kg he thgng ddn la kha nang khai quat hod kgt qua cho nhOm khac. Chang han, co the la huu ich ngu bigt rang can thiep de quan li Su titc gian la c6 higu qua vdi

391

mat nh6m the Ong thong ba vO bao hoc c6 kha nang cling c6 tic dung t6t vai the nhom khac. De OM) dam bao kha nang khai quit nay, nhAn vien CTXH phai nhan ra va del mat yeti the de doa tdi dQ gin tri ben ngoai.

Coe de doa ten do gia tri ben ngoai

Cac de doa tdi do gia tri ben ngoai c6 thA giam hoac loai trit kha nang khai quit hoe kgt qua nghien cuu voi the nhom va the tinh hu6ng khac (Grinnell & Unrau, 1997). Phan nay xac dinh eau de doa nhu vay: (1) su khac biet giCia the khach hang, (2) tee dOng eim nhan vien CTXH, (3) su khfic biet v .6' do ImAng, (4) the bign phu thuQc khac nhau, (5) tic d'Ung qua lai eila lick sii va can thiep, (6) can thiep khac nhau

St, khac biet giiia cac khach hang: theo logic, khac nhau gina khach hang c6 the anh twang tdi kha nang khai wet hoh to nhom nay sang cac nhom khac. Phan cugi chafing nay ghi chu each thitc ma sti khac nhau giita cac nen van hod c6 the tic (Icing len qua trinh denh gia hieu qua. Su khac biet ye gi6i, ki nang nhan thlte, gia tri c6 the phi hoai n6 lve sU dung thanh cong ciing mot can thiep tdi the nhom khac nhau. Cu6i cung, nhan vien CTXH phai Men ten trong va canh giac v6i st/ khac biet gifla cac khach hang vi ea the anh hUang den kha nang khai quit hoa.

Tac clang cita nhan vien CTXH: Tac dQng cua can be CTXH la viec mai nhan vien CTXH ce anh tiding khac nhau trong tiing linh vile. NhUng ski khac biet nay e6 the la miic dO nang Luc, phong each can thiep va long tin. Su nhan thiic yeu t6 nay la dac Met quan trong khi nhan vien CTXH co . gAng sa dung cac hoc thuygt, cac phitong phap da thao luau trong nhung tai lieu. Mot phudng phap c6 tee dung v6i mat nhan vien CTXH nay khong có nghia la no se c6 tae dung vdi nhiing nguai khac.

St, khac nhau va. do Itteong: Sp khac nhau vg do hieing la mot thuat net bao triim mot lost cac tinh hugng de doa kha nang khai glint hoa cUa cluing ta. Gia sit mot nhan vien CTXH da lam viec thanh ding voi met vii nit khach hang e6 van dg v6 nghien ma tuy. Tuy nhien, trong mot nhom hien tai, phucing phap cn ditang nInt khong c6 hieu qua may. Phitang phap sit dung tat trong mQt s6 trueng hop c6 the khong e6 hieu qua khi gap cac khach hang c6 van de (nghien cocain hay nghien ruou), can thiep (kith thu6c nh6m hay set Wong can thiep), hay kgt qua (cac cong cu do Wang dude sU dung) (Nugent va Ong stt., 2001)

392

Cac bie'n phu thuOc khac nhau: Hai nhan vien CTXH lam viec vdi cac khach hang 65 cung the dac HIM NS the sit dung the dinh nghia khac nhau vg thanh tong. Met nhan vien CTXH lam viec vdi khach hang nghien rtiou ce the tin rang da dat dupe thenh gong khi khach hang khong tai pham sau can thiep ski thing. Met nhan vien khac c6 the dinh nghia thanh tong khi khach hang ugng digu do met nano sau kgt thde dieu tri. R6 rang ngu nhan vien CTXH sit dung cac at& do khac nhau cua the bin phu thuec, kgt qua cua hai can thiep e6 the khac nhau.

Tac dOng qua lai cua lich sit va can thiep: Chung ta da nOi phan trade ve vai tro lich sit có the de doa tdi de gia tri not b'e, lieh si3 cung c6 the de doa Wong to len do gia tri ben ngoai. Mac du ngu n6 c6 the tao ra hai nhOm gigng het nhau ve tat ea the khia canh va su can thiep cua ngdbi thug hanh khOng thay del the su kien xay ra 6 mei trtiong ben ngoai c6 the dOng met vai trO trong deng lug va thanh tang cua nh6m. Chang Han, cac su kien nhu ski kien ngay 11 thing 9 nam 2001, met et* chign tranh d Iraq

hay cac thay del dot nget trong non kinh to co the tic dung tdi. the thanh vien cua nhom. Thay vi tap trung vao can tinep va giai quygt van de dm minh, khach hang co the lo ling Cho nhiing nguoi than, To ngai Cho gong viec cua minh, hay ban khoan the su kien the gi6i se tae deng den he nhit thg nao. Cac anh hiking lich sit' 63 the c6 nhling tae &Ong tinh dgn vg do hieu qua cua ding tic can thiep va kgt qua la kh6 phat hien ra.

Can thiep khac nhau: Cac n6 hie sao chop can thiep cif) the c6 nhiTing kett qua khac nhau. Theo Nugent va deng nghiep, viee nay xay ra la vi "bat cit can thiep nal) dude tip dung -Lai cac khach hang hay he khach hang khac nhau trong nhfing hoan canh khac nhau do nhang &nil) vien khac nhau thtle hien co the khong gigng vdi can thiep ban dal.' theo nhang each thfic va mac de rieng biet. Dieu nay lam giam khi nang cO It& qua gieing het nhau khi so sanh vdi trttong hop dau lien" (trg 97). each hieu qua nh'al de loaf tit de doa tdi do gia tri ben ngoai la sao chap. Day la met li luan hUu ich do ti'ep tut dinh gia n6 file cua ta. M6i Ian c6 met can thiep &Mc sao chap va dinh gia vdi the ket qua Wong tu, no se gitip tim ra quy haat vg cac m6i de doa khac nhau den do gia tri ben ngoai. Su nhae lai la met he thgng bao gem Ii thuygt va thkie hanh

393

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

Kha nang phat hien stt thay dgi la didm chinh trong dac tinh cim bat cong co it, hal vi ngu met cong cu bi thigu trong trudng hop nay, ta co

the khong bao gio bigt dude lieu moi thit en thay dgi theo hudng mong mugn hay khong. khi met thude do thigu met mite do nhay earn ma ta can, va chi viec sit dung lap 10 mdi tao ra dude su quygt tam nay. Day la met li do nita chi ra vi sao nhan vien CTXH nen thu cac tong cu da chioc chting minh vd tinh nhay cam dd thay th6 chit khong phat minh ra gni mdi.

Cu61 ding, nhan vies CTXH nen to nhac minh rang qua trinh danh gia del khi mang lai nhung kgt qua khong Kiang truck duct Cac bang chUng v6 ski thigu tign be hay kite/1g dat dude mum Lieu nhu mong muSn co the gay rat that vong. Tuy nhien, nhung kgt qua nay la cai gia cho bat ki cling viec nao. Ch'ing ging mai sac to duy cim ta, bat ta nghien dm, khao sat lai the phudng phap tigp can va thu thuat, ginp to tra thanh nhung nhan vien CTXH co kinh nghiem hdn. Them vao do, viec to danh gia ding viec la dac tinh quan trong cua mot nhan vien CTXH co dao diic. Cluing ta da thao luan trong met se chudng v6 tam quan trong caa viec si dung li thuy'gt, the ma hinh va cac thii thuat da duct chting minh la co hieu qua chit khong dua tren cac phudng phap cua rieng mink Day la trong tam cila phudng cham Ap dung the thttc hanh da dude chitng minh moi khi co thd. Gee nhan vien CTXH dang cling nhau no hie hudng tdi met tudng lai, trong do bang chling la Lieu chi chinh chting ta ltia chon. Cac buck duck de xuat theo pinking hiking nay bao g6m vier to danh gia se' khong tao ra dude chat liking cua nghien ciiu va cho phep cluing ta xem no dive tao thanh la dip tren bang chimg. NO cling khong cho phep Chung ta bigt duoc phudng phap gi co tae dung trong truring hOp nao. MOt buck ntia la phai cap nhat voi can tai lieu nghien cuu trong tong tae xa hei vA cac nganh co lien quan, dac biet la the tai lieu tap trung vao danh gia. Dd xuat thu ba la tham gia cac het nghi va het thao be thuc hanh tong tac xa hOi. Tham gia cac cd h'Qi hoc tap do va doe nhung tai lieu trong nganh, cluing ta phai danh gig có chip lot nhung gi doe dude va nghe dude. Cling gigng nhu mot trong nhung ngudi ban cila cluing WI thueng noi: "DO tro thanh mot ngttai thuc hanh dtia tren bang chfing, ta phai luon gang tra lai eau hOi "Lieu co tee dung khong?" va "Lam sao ta biet dude?" trong nhting nghien cliu chling minh tinh hieu qua dm the phUdng phap ti6p can hay cac chtiang trinh thuc hanh cu thd.

396

z TOM TAT

Chtidng nay dua ra dinh nghia vg danh gia hieu qua va khao sat mot s6 li do khign danh gin tra thanh met phan quan trong trong quy trinh trd

Cac van de dao due trong hoat deng danh gia cling dude thao Juan. Chuang nay et-mg gi6i thieu the thigt kg he thing don vdi met so me hinh hitu ich trong danh gia boat deng thus hinh trgc tigp. Cac phuong phap khac bao g6m thang digm hohn thanh muc tieu, thang dig'm van dg dgi Wong, thang dim hohn thanh nhigm vu, cat nghien ctiu sg thoa man va darn bao chat luring. Nhung phudng phap nay dupe phan loai thanh nhang bang dap ling tieu chuan cna cac thigt kg do Wang bang so' luring va the thigt kg inking dgn chat luting. Uu digm va nhUgc digm cua mOi phtking phap thing dude thao loan.

Cac thigt kg nham thing dude mang ra 'Hui° Juan, bao g6m the phucing phap tigp can thge nghigm va gia thus nghiem. Coe uu digm va nhUgc digm ena thigt kg nhom ding dude the dinh gang vdi nhung de doa demon de gia tri nei b8 va ben ngoai. Cuea cling la me to van dg v6 van boa va sty da ding trong danh gin.

397

TAI LIEU THAM KHAO

1. Alberti, R. a & Emmons, M. L. (2001). Your perfect right (S' hed.) Atascadero, CA: Impact.

2. Anderson, J. (1997). Social work with groups. New York: Longman.

3. Ashford, J. B. LeCroy C. W. & Lortic, K. L. (2001). Human behavior in the social environment. Helmont, CA: Brooks/Cole.

4. Bandura, A. (1986). Social foundations of thought and action: A social cognigive theory. Englewood Cliffs, NJ: Prentice-Hall.

5. Barker, R. L. (1999). The social work dictionary (4' ed.)Washington, DC: NASW Press.

6. Barret, B. & Logan, C. (2002). Counseling gay men and lesbians. Pacific Grove, CA: Brooks/Cole

7. Beck, A. (1991). The Beck depression inventory manual. San Antonio, TX: Psychological Corporation.

8. Becvar, D. & Becvar, R. (2003). Family therapy ed). Boston: Allyn and Bacon.

9. Berelson, B. & Steiner, G. A. (1964). Human behavior. New York: Norton.

10. Bloom, M. Fischer, J., & Orme, J. G. (1995). Evaluating practice: Guidelines for the accountable professional (2"d ed.). Boston: Allyn and Bacon.

11. Brandler, S. & Roman, C. (1999). Group work. New York: Hawothe Press.

12. Brill, N. I. (1998). Working with people. New York: Longman.

13. Burns D. D. (1980). Feeling god: The new mood therapy. New York: Signet.

14. Burns D. D. (1990). The feeling good handbook. New York: Plume.

15. Buttell. F. (2002). Group intervention models with domestic violence offenders. In A. R. Roberts & G. L. Greene, Social workers' desk reference (ppl 714-716). New York: Oxford.

398

16. Canda, E. R. & Furman, L. D. (1999). Spiritual diversity in social

work practice: The heart of helping. New York: Macmillan.

17. Carkuff, R. R. (1969). Helping and human relations. Vol. 1: Practice and research. New York: Holt, Rinehart, and Winston.

18. Collins, D.. Jordan, C. & Coleman. H. (1999). An introduction to

family social work. Itasca, IL: Peacock.

19. Compton, B. & Galaway, B. (1999). Social work processes (6' ed,).

Pacific Grove, CA: Brooks/Cole.

20. Connaway, R. S., & Gentry, M. E. (1998). Social work practice.

Englewood Cliffs, NJ: Prentice Hall.

21. Corcoran, K., & Fischer, J. (1994). Measures for clinical practice: A source book (2"d ed.) New York: Free Press.

22. Corey, G. (2001). The art of integrative counseling. Pacific Grove. CA:

Brooks/Cole.

23. Corey, G. (2004). Theory and practice of group counseling. Pacific

Grove, CA: Brooks/Cole.

24. Corey, M., & Corey, G. (2002). Groups: Process and practice. Pacific

Grove, CA: Brooks/Cole.

25. Cornier, S., & Nurius, P. S. (2003). Interviewing and change strategies for helpers (5' h ed.). Pacific Grove, CA: Brooks/Cole.

26. Cournoyer, B. (2000). The social work skills workbook (3' ed.).

Belmont, CA: Brooks/Cole.

27. Cowger, C. D., & Snively, C. A. (2002). In D. Saleebe (Ed.). The strengh perspective in social work practice (3'. ed., pp. 106-123).

Boston: Allyn and Bacon.

28. DeLois, K. (1997). Empowerment practice with lesbians and gays. In

L. Gutierrez, R. Parsons & E. Cox (Ed.). Empowerment in social work

practice (pp. 67-71). Pacific Grove, CA: Brooks/Cole.

29. Demo, D. H, Allen. K. R., & Fine, M. A. (2000). Handbook of family diversity. New York: Oxford.

30. Dillard, J. (1983). Multicultural counseling. Chicago: Nelson/Hall.

31. Dyer, W. E. (1976). Your erroneous zones. New York: Avon.

399

32. Egan, G. (2002). The skilled helper: A problem-management approach to heping (6' ed.) Pacific Grove, CA: Brooks/Cole.

33. Ellis, A. (1994). Reason and emotion in psychotherapy. New York: Birch Lane Press.

34. Erikson, E. H. (1963). Childhood and society (2" ed.) New York: Nrton.

35. Ewen, R. B. (2003). An introduction to theories of personality (6' ed.). Mahwah, NJ: Lawrence Erlbaum.

36. Farley, 0. W., Smith, L. L., & Boyle, S. W. (2003). Introduction to social work (9' ed.) Boston: Allyb and Bacon.

37. Fast, B. & Chapin, It (1997). The strengths model with older adults: Critical practice components. In D. Saleebey (Ed.), The strengths perspective in social services. Thousand Oaks, CA: Sage.

38. Francis, S. (1993). Rape and sexual assault. In B. S. Johnson, Adaptation and growth: Psychiatric nursing. Philadelphia: Lippincott.

39. Frankel, A. J. & Gelman, S. R. (2004). Case management (2'. ed.). Chicago: Lyceum.

40. Freud, S. (1957). Volume on the history of the psychoanaytic

movement, papers on metapsychology and other works. In J. Strachey (Ed. & Trans.), the standard edition of the complete psychological

works of Sigmund Freud (Vol XIV). New York: Basic Books.

41. Garland, J.. Jones, H., & Kolodny, R. (1976). A model of stages of

group development in social work groups. In S. Bernstein (Ed.),

Explorations in group work (pp 17-71). Boston: Charles River Books.

42. Garmezy, N. (1991). Resilience in chidren's adaption to negative life

events and stressed environments. Pediatric annuals, 20, 459-466.

43. Glenmaye, L. (1998). Empowerment of women. In Gutierrez, R. Parsons, & El Cox (Eds.), Empowerment in social work practice (pp. 29-50). Pacific Grove, CA: Brooks/Cole.

44. Goldenberg, I. & Goldberg, H. (1991). Family therapy (3rd . ) Pacific Grove, CA: brooks/Cole.

45. Goldstein, E. (1995). Egopsychology and social work practice (2". ed.). New York: Free Press.

400

46. Gorey, K. M., Leslie, D. R., Morris, T., Carruthers, W. V., John, L., &

Chaclo, J. (1998). Effectiveness of case management with severely and

persistenty mentally ill people. Community Mental Health Journal,

34(3), 241-250.

47. Graybeal, C. (2001). Strength-based social work assessment:

Transforming the dominant paradigm. Families in Society: The

Journal of Contemporary Human Services, 8, 233-242.

48. Greenstone. J. & Leviton, S. C. (2002). Elements of crisis intervention

(2' d ed.). Belmont, CA: Brooks/Cole.

49. Gutierrez, L. (1990). Working with women of color: An empowerment

perspective. Social Work 35(2), 149-153.

50. Haggstrom, W. C. (2001). The tactics of organization building. In J.

Rothman. J. L. Erlich. & J. E. Tropmen, Strategies of community

intervention (pp. 27-64) Itasca. IL: Peacock.

51. Harper, K. V., & Lantz, J. (1996). Cross - cultural practice: Social work

with diverse populations. Chicago: Lyceum.

52. Hasenfeld, Y. (2001). Program development. In J. Rothman, J. L.

Erlich, & J. E. Tropman (Eds.), Strategies of community intervention

(pp. 456-477), Itasca, IL: Peacock.

53. Hepworth, D. H., Earley, 0. W. & Grifiths, J. K. (1993). Assessing and

treating suicidal adolescents and their families. In J. B. Rauch (Ed.),

Assessment: A source book for social work practice (ppl 91-103).

Miwaukee, WI: Families International.

54. Jepworth, D. H., Rooney, R., & Larsen, J. (2002). Direct social work

practice: Theory and skills (6th ed.) Pacific Grove, CA: Brooks/Cole.

55. Hollis, E. (1972). Casework: A psychosocial therapy (2' ed.) New

York: Random House.

56. Holman, A. (1983). Family assessment: Tools for understanding and

intervention. Newbury Park, CA: Sage.

57. Hudson, W. B. (1982). The clinical measurement package. Home wood,

IL: Dorsey.

58. Hull, G. & Nather, J. (2005). Understanding generalist practice with

families. Pacific Grove, CA: Brooks/Cole.

401

59. Hull, G. H. Jr., & Kirst-Ashman, K. K. (2004). The generalist model of human serviecs practice. Pacific Grove, CA: Brooks/Cole.

60. Ivey, A. E. & Ivey, M. B. (2003). Intentional interviewing and counseling (5 th ed,) Pacific Grove, CA: Brooks/Cole.

61. Johnson, L. & Yanca. S. (2001). Social work practice. Boston: Allyn and Bacon.

62. Johnson, L. C. & Yanca, S. J. (2004). Social work practice: A generalist approach. Boston: Allyn and Bacon.

63. Johnson, S. (1998). Who moved my cheese? New York: C. P. Putnam's Son, 1998.

64. Jordan, C. & Fanklin, C. (1995). Clinical assessment for social workers quantitative and qualitative methods. Chicago: Lyceum.

65. Kahn, S. (1991). Organizing. Washinton, DC: NASW.

66. Kaplan, H. I. & Sadock, B. J. (1996). Consise textbook of clinical psychiatry. Baltimore: Williams & Wilkins.

67. Kelley gillespie, N. (2003). Perceptions of quality of life of the elderly. Unpublished doctoral dissertation, University of Utah, Salt Lake City.

68. Kirst-Ashman, K. K. & Hull, G. H., Jr. (2001). Generalist practice with organizations and communities (2' d ed.) Belmont, CA: Brooks/Cole.

69. Kline, A. (1996). Pathways into drug user treatment: The influence of gender and racial ethnic identify. Substance User and Misuse, 31(3), 323-342.

70. Lange, A. J., & Jakubowski, P, (1976). Responsible assertive behavior. Champaign, II: Research Press.

71. Lauffer, A. (1981). The practice of social planning. In N. Gilbert & H. Specht (Ed.) Handbook of the social services (pp. 583-597). Englewood Cliffs, NJ: Prentice Hall.

72. Lazarus, A, (1972). Behavior therapy and beyond. New York: McGraw-Hill.

73. Leigh, J. (1984). Empowerment strategies for work with multi -ethnic populations. Paper presented at the Council on Social Work Education Annual Program Meeting, Detroi, MI.

402

74. Lewin, K. (1951). Field theory in social sciences. Westport, CTXH:

Greenwood Press.

75. Long, V. 0. (1996). Communication skill in the helping relations: A

framework for facilitating personal growth. Pacific Grove, CA:

Brooks/Cole.

76. Lum, D. (1999). Cullturally competent practice. Pacific Grove:

Brooks/Cole.

77. Manning, S. (1998). Empowerment in mental health programs:

Listening to the voice. In R. Gutieres, R. Parsons & E. Cox (Eds),

Empowerment in social work practice. Pacific Grove, CA: Brooks/Cole.

78. Maslow, A. (1967). Toward a psychology of being. New York: Van

Nstrand Reinhold.

79. Maslow, A. (1971). The farther reaches of human nature. New York:

Viking Press.

80. Mather, H. & Hull, G. H. (2002). Case management and child welfare.

In A. R. Roberts & G. J. Greene, Social workers; desk reference (pp.

476-480). New York: Oxford.

81. McInnis-Dittrich. K. (2002). Social work with elders: A

biopsychosocial approach to assessment and intervention. Boston:

Allyn and Bacon.

82. McMahon, M. 0. (1996). The general method of social work practice: A

proble - solving apprach (3rd ed.). Boston: Allyn and Bacon.

83. Meenaghan, T. M., Gibbons, W. E. (2000). Generalist practice in

larger settings. Chicago: Lyceum.

84. Meichenbaum, D. (1977). Cognitive behavior modification. New York:

Plenum.

85. Miller, G. A. (1999). Learning the language of addiction counseling.

Boston: Allyn and Bacon.

86. Minuehin, S. (1974). Families and family therapy. Cambridge, MA:

Harvard University Press.

87. Monat, A. & Lazarus, R. (Eds.). (1991). Stress and coping: An

anthology. New Yok: Columbia Press.

88. Mottonen, D. (ed.) (1987). What does your future hold? Salt Lake City,

UT: Valley Mental Health. 1987.

403

89. Moxley, D. P. (1997). Case management by design. Chicago: Neson-Hall.

90. Mueser, K. T.. Bond, G. R.. drake, R. E., & Resnick, S. G. (1998). Models of community care for severe mental illness: A review of

research on case management. Schizophrenia Bulletin, 24(1), 37-70. 91. Murphy, W. F. (1965). The tatics of psychotherapy. New York:

International Universities Press. 92. Netting, F. E. Kettner, P. M. & McMurtry, S. L. (1993). Social work

macro practice. New York: Longman. 93. Nichols, M. S. & Schwartz, R. (2001). Family therapy: Concepts and

methods (5' ed.). Boston: Allyn and Bacon. 94. Nichols, M. P. & Schwartz, R. C. (2004). Family therapy (6" ed.).

Boston: Allyn and Bacon. 95. Nugent, W. R., Sieppert, J. D., & Hudson, W. W. (2001) Practice

evalustion for the 21" century. Belmont, CA: Brooks/Cole. 96. Okazawa-Rey, M. (1998). Empowering poor communities of color: A

self-help model. In L. Gutierrez, R. Parsons & E. Cox (Eds.), Empowerment in social work practice (pp. 52-64). Pacific Grove, CA: Brooks/Cole.

97. Papell, C. & Rothman, B. (1962). Social group work models: Possession and heritage. Journal of Education for social Work, 2, 66-77.

98. Patterson, W. M., Bird, J. & Patterson, G. a. (1983). Evaluation of suicidal patients: The SAD PERSONS scale. Psychosmatics, 24(1), 343-349.

99. Pincus, A. & Minahan, A. (1973). Social work practice: Model and method. Itasca, IL: E. E. Peacock.

100. Popple, P. & Leighninger, L. (2002). Social work, social welfare and American society. Boston: Allyn and Bacon.

101. Poulin, J. (2000). Collaborative social work, Itasca, IL: Peacock. 102. Premack, d. (1965). Reinforcement theory. In D. Levine (Ed.),

Nebraska symposium on motivation (pp. 123-180). Lincoln: University of Nebraska Press.

404

103. Preston. J. (1998). Integrative brief therapy: Cognitive,

psychodynamic, humanistic and neurobehavioral approaches. San

Luis obispo, CA: Impact.

104. Prochska, J. 0., & Norcross, J. C. (1999). Systems of psychotherapy

(4' h ed.) Pacific Grove. CA: Brooks/Cole.

105. Rappaport, J. (1985). The power of empowerment language, Social

Policy 17(2), 15-21.

106. Rappaport, J. (1990). Reseach methods and the empowerment agenda.

In P. Toland, F. Chertak & L. Jason (Ed.). Researching community

psychology (pp. 51-63). Washington, DC: American Psychological

Association.

107. Raskin, N. J. & Rogers, C. R. (1995). Person - centered therapy. In R. J.

Corsini & D. Wedding (Ed.). Current psychotherapies (5th ed., pp. 128-

161). Itasca, II: Peacock.

108. Rauch, J. B. (Ed.). (1993). Assessment: A source book for social work

practice. Milwaukee, WI: Families International, Inc.

109. Reed. W. J. (1978). The task - centered system. New York: Columbia

University Press.

110. Reid, K. (1997). Social work practice with groups Pacific Grove, CA:

Brooks/Cole.

111., Reid, W. J. & Epstein, L. (1972). Task -centered casework. New York:

Columbia University Press.

112. Rimm, R. J. & Masters, J. (1974). Behavior herapy. New York:

Academic.

113. Roberts, H. M., Evans, W. J., Honemann, D. H. & Balch, T. J. (2000).

Robert's rules of order. (le ed.). New York: Perseus.

114. Rogers, C. R. (1951). Client-centered therapy Boston: Houghton Mifflin.

115. Rogers, C. R. (1961). On becoming a person. Boston: Houghton Mifflin.

116. Rogers, C. R. (1968). General system theory (Rev. ed.). New York:

George Braziller.

117. Rogers, C. R. (1986). Client - centered therapy. In I. L. Kutash & A.

Wolf (Eds.), Psychotherapists' cookbook: Therapy and technique in

practice (pp.197-208). San Francisco: Jossey-Bass.

405

118. Rogers, C. R., Gendlin, E., Kiesler, D., & Truax, C. (1967). The therapeutic relationship and its impact: A study of psychotherapy

with schizophrenics. Madison: University of Wisconsin Press.

119. Rothman, J. (2001). Approaches to community intervention. In J.

Rothman, J. L. Erlich, & J. E. Tropman, Strategies of community

intervention.

120. Rothman, J. (2002). An overview of case management. In A. R. Roberts

& G. J. Greene, Social workers' dexk reference (pp. 467-472). New York: Oxford.

121. Royse, D. (2004). Research methods in social work (4th ed.) Pacific

Grove, CA: Brooks/Cole.

122. Rubin, A. & Babbie, E. (2001). Research methods for social work (4th

ed.). Belmont, CA: Wadsworth.

123. Saleebey, D. (199). The strengths perspective in social work practice. Whith Plains, NY: Longman.

124. Saleebey, D. (1996). The strengths perspective in social work practice: Extentions and cautions. Journal of Social Work, 41(3), 296-306.

125. Saleebey, D. (1997). The strengths perspective in social work practice (2" ed.). New York: Longman.

126. Saleebey, D. (2002). Introduction: Power in people. In D. Saleebey

(Ed.). The strengths perspective in social work practice (3d ed., ppl 1-

22). Boston: Allyn and Bacon.

127. Samenow, S. E. & Yochelnon, S. (1976). The criminal personality. New York: Jason Aronson. Santos, G. X. (1979). Philosophi in Plato's early dialogues. Boston: Routledge & K. Paul.

128. Schmid, W. T. (1983)., Socratic moderation and self knowledge. Journal of the History of Philosophy, 21, 339-348.

129. Scott, J. E., & Dixon, L. B. (1995). Assertive community treatment and case management for schizophrenia. Schizophrenea bulletin, 21(4),

657-668.

130. Sharg, R. S. (2000). Theories of psychotherapy and counseling: Concepts and Cases (2" ed.). Belmont, CA: Brooks/Cole.

131. Sheafer, B. W. & Horejsi, C. R. (2003). Techniques and guidelines for social work practice (6th ed.). Boston: Allyn and Bacon.

406

132. Sherman, A. (1973). Behavior modification: Theory and practice.

Pacific Grove, CA: Brooks/Cole.

133. Simon, B. (1994). The empowerment tradition in American social

work. New York: Columbia University Press.

134. Simon, G. M. (1995). A revisionist rendering of structural family

therapy. Journal of Marital and Family Therapy, 27, 17-26.

135. Simos, G. (2002). Cognitive behavior therapy: A guide for the

practicing clinician. New York: Taylor & Frances.

136. Siporin, M. (1975). Introduction to social work practice. New York:

Macmillan.

137. Smith, L. L. (1990). Crisis intervention: Theory and practice. In J. E.

Mezzich & B. Zimmer (Eds.), Emergency psychiatry (pp. 305-328).

Madison. CT: International University Press.

138. Smith, L. L., & Beckner, B. M. (1993). An anger management

workshop for inmates in a medium security facility. Journal of

Offender Rehabilitation, 19(3/4), 103-111.

139. Smith, 1. 1., Smith, J. N., W Beckner, B. M. (1994). An anger

management workshop for women inmates. Families in Society 144(3),

172-175.

140. Smith, V., & Eggleston, R. (1989). Long- term care: The medical model

versus the social model. Public Welfare, 47, 27-29.

141. Stuart, R. B. (198). Helping couples change: A social learning

approach to marital therapy. New York: Guilfor.

142. Thomlison, B. (2002). Family assessment handbook. Practice Grove,

CA: Brooks/Cole.

143. Timmons, P. L. et al. (2000). Stress inoculation training for

maladaptive anger: Comarison of group counseling versus computer

guidance. Computers in Human Behavior, 13, 51-64.

144. Toseland, R., & Rivas, R. (2001). An introduction to group work

practice. Boston: Allyn and Bacon.

145. Van Hook, M., Hugen, B. & Aguilar, M. (2001). Spirituality within

religious traditions in social practice. Pacific Grove, CA: Brooks/Cole.

146. Vosler, N. (1996). New approaches to family practice. Thousand Oaks,

CA: Sage.

407

147. Walsh, J. (2000). Clinical case management with persons having

mental illness. Belmont. CA: Brooks/Cole.

148. Weick, A., Rapp, C., Sullivan, W. P., & Krishardt, W. (1989). A strengths perspective for social work practice. Social work, 34(4), 350-

354.

149.

Werner, E. Smith, R. S. (1982). Vulnerable but invincible: A longitudinal study of resilience and youth. New York: McGraw-Hill.

150. Westra, M. (1996). Active communication. Pacific Grove., CA:

Brooks/Cole.

151. Willis, F., & Sanders, D. (1997). Cognitive therapy: transforming the

image. Thousand Oaks, CA: Sage.

152. Wilson. G. T. (1995). Behavior therapy. In R. J. Corsini & D. Wedding

(Eds.), Current psychotherapies (5'h ed., pp. 197-228). Itasca, IL:

Peacock.

153. Wolpe, J. (1973). The practice of behavior therapy. New York:

Pergamon Press.

154. Worden, M. (2003). Family therapy basics. Pacific Grove, CA:

Brooks/Cole.

155. Wright, T., & Donoghue, K. (1997). Obstacles to culturally sensitive

services for dreg-addicted women and their children. In T. Wright &

K. Donoghue, AIA. Monograph on cultural competency. Berkeley, CA:

Author.

156. Yalom, I. (1995). The theory of practice of group psychotherapy. New

York: Basic Books.

157. Yegidis, B. & Weibach, R. (2002). Research methods for social

workers. (4''' ed.). Boston: Allyn and Bacon.

158. Ying, Y. (2001). Psychotherapy with traumatized Southeast Asian refugees. Clinical Social Work Journal, 29(1), 65-78.

159. Young, T., & Poulin, J. (1998). The helping relationship inventory: A

clinical appraisal. Families in Society, 79, 123-133.

408

Chin trcich nhienz xulit bcin:

Giam do'c DINH NGOC BAO

TO/1g Bien tap LE A

Chin trcich nhiOnt turd dung vci bdn quy‘n:

DAT HOC DAN LAP THANG LONG

Bien tap not dung:

NGUYEN NGOC HA

Ki thutit vi tinh:

DAD PHUONG DUYEN

Trinh bay bia:

PHAM VIET QUANG

BAI GIANG CONG TAC XA HOT

In 1000 cuOn, kh6 17x24cm, tai Xuang in NM xu6t bgn NOng nghiCp Bang ki KHXB sO: 835-2006/CXB/7-1021DHSP ngay 8/11106 In xong va nOp Iw chi6u tang 1 nom 2007.