hận thức về mối quan hệ đa chiều trong thực hành giúp khách hàng

NHAN THLJC VE MOI QUAN HE OA CHIEU TRONG THUC H A N H TRQ GIUP KHACH HANG Nghi§n ciru duoc tai tro bdi Quy Phat trien Khoa hpc vS Cdng ngh6 QuiSc gia (NAFOSTED) (56 tai: Ngltien citu thuc trang hoa( Song trq giiip tam ly nhSm xSy dimg B^ Heu chuan dao dire nghe nghiep cho cSc nha tam ly hoc Viet Nam: Ma sfi: vil.1-2013.10; GS.TS Tran Thj Minh OiJc lam chu nhiSm GS.TS Tran Thi Minh Dtrc Khoa Tdm li hpc Trudng Dgi hpc Khpa hpc XS hdi vd Nhdn vdn, Dgi hpc Qud'c gia Hd Ndi TS NguySn Thj Nhu Trang Khoa Xd hdi hpc, Trudng Dai hpc Khpa hpc Xa hdi vd Nhdn vdn, Dgi hpc Qud'c gia Hd Ndi * T6M TAT Thdng qua viic gidi thiiu mpt sd quy dieu dgp dire cua cdc nuac lien^ qucm din mdi quan hi da chiiu trang thuc hdnh trp gidp tdm ly, bdi viet ldm rp str hieu biet cua sinh vien tdm ly vd cdc nhd tdm ly ve cdc tinh hudng dgo due cu the, phdn dnh cdc khia cgnh khdc cua nhirng hdnh vi vi phgm dgo due nghe nghiip tio cdc mo quan hi da chieu gdy [rong tgp trung vdo khia cgnh chinh: 1/ Hieu biit ve cdc hogt dpng da chieu vdi khdch hdng vd 2/ Hieu biet ve vdn de tinh cdm moi quan hi nghe nghiip Tir kh6a: Min quan hi da chieu; Khdch hdng; Ngudi trp giitp Ngdy nhgn bai: 10/1/2017; Ngdy duyit ddng bdi: 25/1/2017 ABSTRACT By collating with some well-developed Codes of Ethics for Psychologists abo multiple relationships in psycholpgical support, this article exposes and analyzes h psychology students and practitioners deal with multiple relationships described in s specific circumstances regarding two issues: 1/Being aware of multiple relationshi working with clients and 2/ Dealing with affection in professional relationships Kcyivords: Muhiple relationships: Clients; Supporter TAP CHi TAM LV HOC, Sd (215), - 2017 I, Dat van de Mdi quan he da chiiu dupc h i i u la mdt mdi quan he kep dd nha liim Ix cd vai trd chuyen mdn vdi mpt ngudi va (1) ddng thcri lai cd mot vai trd khac xdi ngucri dd hoac (21 ciing mpt thcri gian nha tam 1\ cd mdi quan he vcri ngucri khac ma ngudi Iai cd lien quan chat che xdi ngudi ma nha tam Ix dang cd m i i quan he nghi nghiep hoac (3) nha tam ly hira hen se tham gia vao mdt moi quan he khac tuong lai xcii ngucri dang cd licn quan chat che xdi minh (Quy d i i u dao dire cho cac nha tam Ix hpc Hoa K \ dieu 3.05) Ndi each khac mdi quan he da chiiu Uong hoat ddng trq giup tam ly dupc hieu la ngudi trp giup cd hon- mdt m i i quan hi- vdi khach hang hoac ngudi cUng hop tac ehuyen mdn: hp xira cd quan he nghe nghiep (x i du la nha tham v'an cho khach hang, la ngudi giam sat chuyen mdn cho sinh xien hoac cho ddng nghiep) va xua cd mdi quan he xa hdi tinh cam vcri ngucri ma hp lam xiec cung (vi du quan he hp hang, ban be hoac yeu duong) Trong boat ddng chuyen mdn ngucri trp giup thucmg dupe khuyen cao la phai cd tranh tham gia vao mdt mdi quan he da chicu neu mdi quan hi* dd cd the lam sux giam cai nhin khach quan ciia nha tam Ix giam tham quyen va tinh hieu qua vice thuc hicn chuc nang cua minh hoac cd nguy co lam dung hax giix' tdn hai den nguiri ma minh dang cd mdi quan he nghi; nghiep Nhu x'ay ngudi trp giup tao mdt mdi quan he xen lan xao mdi quan he chuyen mdn sc cd the giix hanh vi lam hu hai cho mdi quan he nghe nghiep hoac cd nguy co khai thac hoac gax tdn hai cho khach hang ngiriri cung hpp tac Cac loai hanh vi dupc gpi la hanh vi phi dao dire nghe nghii-p Trong Bd Quy dicu dao due cUa B i , dicu 43 ghi rd Nhii t.im Ix chi cd mdt mdi quan hi- nghe ngbii-p xdi khach hang hoac ddi tac cua minh khdng dupc lam dung \\ tri cu.i minh de trux i-n dao hoiic chuxcn nhirimg eho ngudi khiic khdng tham gia xao ben thir ba di- tim kicm hoac giiip tim kic-in lpi the khdng dUng ho.ic xd diio dire hoac liim dung quxen lire de miri goi xao dich xu cua minh Cling nhu \ i \ ban den mdi quan he kep phan tranh khai th.ic va xung dot Ipi ich Bd Quy dicu dao dire cua Anh cd nhan manh tdi diem: (11 Nha tam ly can nhan thuc dupc ngux ea x'i pham dao dire tri hai hoac nhicu mdi quan he ciing mdt mdi quan be nghi: nghiep x i du huimg dan sinh xicn ma minh da cd mdt mdi quan he gia dinh xcii hp hoac cung cap lieu phap tam Ix cho ban be va (2) Tranh hinh cac mdi quan he ma cd thi' anh hudng hoac dan den khai thac hoac xung dot lpi ich vdi khach hang X a lam rd cho khiich hang, cac ben lien quan khac x c nhtirng ngux co xung dpi tiem nang cd the phat sinh (ticu chuan 4.2 muc i va ii) Khi ban xc linh liiim chinh mdi quan he nghe nghiep Qu> dieu dao dire cua cac nha tam T A P C H I T A M LfHCX;, Sii (21.^), - K hoc Canada ghi ring: Nha tam ly tranh cac rndi ' ^ - " ^ > ^ " ' ^ t " nhucd mii quan he xd, khach hang, "S^^l''^."'^ 8''', " f " " h ^ V ^ ' h o nhu n.udi duac giam sat, ngudi hpc x i, ddng tho, co mo, '>"™^«^^]'^\'.;.'^j^^^^^^^^ quan he ia dinh, ban be, cung hop tac lam an, x v - " " ^ ^ ' ^ ' f^' '"^ \h) ma ed thi din din xung ddt loi ich hoac cd the lam giam kha nang danh gm khach quan vi ho xa khdng dupc thien vj quxct djnh cua mtnh xe nhihig g, la lpi icb tit nhil cho hp (nguyen tac 111.33) •Trom bai x ii, nax cac kit qua nghien eiiu dupe phan tich theo khia canh cua mdi quan he da chiiu xdi khach hang - Do Ia^nh,n thuc cua cac khach ihi nghien cuu x i cac boat ddng da chieu vdi khach hang va nhan thuc cua hp xi khia canh nix' sinh tinh cam ho»t ddng nghe nghiep PhiroTig phap nghien ciru Tri-n CO sd phan tieh bd Quy diiu dao dire hanh nghi cho cac nha tam Ix va nhan xien cdng tae xa hdi cUa Anh Bi Hoa Ky Canada Phil,pp,n chung tdi dua cac tinh huing cd kha nang vi pham dao dire nghe nghrcp cua ngud, trp giup ho tao dune cac mdi quan he da chieu vcri khach hang hay nguai hpp tac chuyen nidn Cac linh hudng nhan thirc ve dao dire (dung hoac sa,) dupc xax dung dVa ircn cac qux diiu nghi nghiep ma nhirng ngudi thuc hanh tam ly Ihucmg phai ddi mjt I lai phuimg phap chinb dupc su dung nghii-n ciru la phari tich tai lieu xa diiu tra bang bang hdi xi sir hiiu biet cua sinh xien tam ly va cac nha tam Ix dii xdi cae tinh hudng cd the gay sir vi pham dao dire cac mdi quan hp cia chiiu vdi khach hang Cac ket qu4 diiu tra dupc tinh theo ty le % sd khach the tra ldi dung (cd hiiu biit) hp dupc dat vao cac tinh huong d?o dire eu thi trp giup khach hang Vi vay, cac cau hdi thudng bat dau bang CM,n tir: "AnhJchi cho khdch hang " "Anh/chi nha khdch hdng " v.v Cac kit qua dupc kiim djnh Chi binh phuong va kicm djnh Paired Samples t-test ling sd miu nghien cuu sau thu vi la 515 ngudi, dd, cd 374 sinh xien nganh tam ly, tam ly giao due va cac nha tam ly dang lam nghien ciru, giang day hay thuc hanh tam ly hoac ket hpp Ket qua nghien ctru 3.1 Hiiu biet ve cdc hogt dgng da chiiu vdi khdch hdng Ve mdi quan he da chicu Quy dicu dao dire cua Philippin ghi rd: Nha lam Ix tranh khdng tao mdi quan hp da chieu vi cd nguy co anh hudng den linh khaeh quan, nang lire lam vice hay hieu qua thuc hicn chirc nang ciia nha tam Ix hoac cd nguy co lam dung gax tdn hai den ngudi minh dang cd quan h? 14 TAP C H I T A M LV HOC, S6' (215), - 2017 nghi nghiep, Nhu vax, di dam bao cho nang lire lam x iec cua nha lam Ix cung nhu dam bao cho lpi ich cua khach hang, bit cu mdi quan he nao ngoai quan he nghi nghiep la diiu ma nha tam ly khdng dupc phep lam (dieu E) Di lam rd hiiu biit ciia khach the nghien cim x e eac boat ddng da chieu nghien ciru da di cap din nhihig mdi quan he kep nhu nha tam Ix nhd khach hang eii gidi thieu khach hang mdi cho minh, thiet lap mdi quan he ban be than thiet vdi khach hang, trp giup cho khach hang la ngucri than quen, tham du vao cac su kien ca nhan cua khach hang va hop tac lam an cung khach hang Cac kcl qua dupc the hicn d bang Bdng I: Shan thirc cita khdch the nghiin ciru vi cdc hogt dpng da chieu {%J Noi dung Phirong an t r a l o i Sai Dung a Anh chj cho khach hang vay lien khach hang gap kho khSn \ a nho giup da 77.2* 22,8 b /\nh/chi nhan giiip khach hang la ngirai quen vi cho rang co the hicu duac ho han nguai khac 74.1' 25,9 c Anh/chi c6 ihc den dtr nhung s\f kicn dac biet {smh nhat, cuai ) cua khach hang 61.1* 38,9 d Anh/chj co ban than ta khach hang tir nhCrng ca tham van cong 56.0* 44,0 d Anh/chj hap tac kinh doanh vai khach hang v i \icc co the giiip anh chi hicu tot han ve khach hang 78.4* 21.6 e Anh/chj nho cac khach hang co moi quan h^ \ hgi rong gioi thi^u nhirng khach hang mai cho minh 71.3* 26,7 T o n g so Itrot lira chon 70.0* 30,0 (thl chil x'(j //('// cd ddu ' the hien sir hieu fuel diing vi' himh vi dan dire Ket qua bang chi ring cd 77.2% sd khrich the cho rang, x icc cho khach hang vay lien khach hang gap khd khan x'a nhd giup dd la khdng phii hpp vdi qux chuan dao due nghe nghiep Vice la,n nay, du muc dich la giup da cho khach hang nhung thuc lc lai lam cho mdi quan he giiia ngudi trp giup x a khach hang cd ngux CO mat di sy khach quan x a ehuyen nghiep Thay xao dd khaeh hang x'ira la ngudi can trp giup x'c tam ly lai xira ddng vai ngucri mang on nha tam ly Mdi quan he khdng nhiing khdng mang lai lpi ich cho khach hang ma cdn cd thi khien hp tang them tdn thuang lam ly Tuong tu nhu xay cung cd 74.1% sd TAPCHiTAMLyH0C,Sd2 (215), 2-2017 khach t h i nhan thuc chinh xiic ring v i i c giiip dd khach hiing la nguo quen la khdne phi, hpp xdi qux chuin dao due nghi nghiep Ciic md, quan he biin be ngudi than ludn dat nha tam ly x'ao tinh hudng thieu khach quan vice xem xet van dc ciia khach hang K i t qua bans cuna cho thiy xu hudtig k i t than x'di khai:h hang dudna nhu kha phd b i i n d nhdm khach the nghien cim Cd den 38.4% so khach t h i khdne nhan rina vice tham du nhung sir kien ca nhan cua khach hang nhu sinh nhai tiec cudi x"!x la khdng phu hirp qux chuan dao dire nghe nghiep Cung nhu xiix cd d i n 44% sd khach I h i dcing tinh xdi xii-c tao dung md, quan be nhu ban b i than thiit xdi nhtmg khach hang ma hp timg giiip dd cdng Hanh xi mix la trai voi Quy d i i u dao due nghi nghiep hai tinh hudng vita neu tx lc khach t h i ed nhan thirc chua dimg tang Icn diing ke so x pi linh hudng cho khach hang vay t i i n hax giup dd cho khach hang la ngudi quen biet Phai chang nhirng nguiri' trp giup tam 1\ Irong Ihuc hanh nghe nghiep hoac tr;ong tu nghi nghiep da it nhiiu bi chi phdi bdi tinh cam ca nhan vii bdi canh X an hda mang tinh "duy tinh" nen hp khd phan djnh ro ranh gidi giiia ciic mdi quan he xa hdi gia dinh, nghi nghiep hay mdi quan he tinh cam? Thuc te nghe nghiep cho thiy, khdng chi rieng ddi vdi nghe tam ly, ma bat cu nghe nao cd lien quan tdi djch xu trp giiip ngudi nhu cdng Uic xa hdi, giao d^ic, luat, y t i v.x thi sy l i n ldn giira mdi quan he cdng x iiic x di eae mdi quan hp khac ciing la dicu nen Iranh vet tir goc dp dao dire nghe nghiep Ddi X dl cac hieu hicn cua sy Ipi dung khach hang, ket qua khao siu cho Ihax cd 78.4% sd khach Ihc nhan thuc dung r i n g vice hpp tac kinh doanh vdi khach hang la khdng duoc dii xdi bat cir ly nao Ngudi trp giiip can nhan bicl \ in di: cua khiich hang bang nghiep \ u chuyen mdn ma khdng phai thdng qua bat cir hinh thirc htrp tac lam an hay mdi quan he than tinh nao vdi khach hang Cung nhu xiix viec ngudi trp giup nhd khach hang cu gidi Ihicu khach hang mdi cho minh dupc 73.3% sd khach the danh gia la khdng hpp vdi dao due nghi' nghiep Dieu n,i\ Ihc- hicn nhan thirc dung dan cua khach the nghien cuu Rd rang, ngoai mdi quan he nghe nghiep ngudi trp giup khdng the tri hal cu quan he ngoai ludng nao khac xdi khach hang Vice nhd ciiy khach hang di- cd tbi-m ngudn thu nhap sc khien nha tam ly ddi dien vdi nguy co tuoc bd mdi quan he nghe nghiep va vd tinh trd ngudi mang im khach hang Kiem djnh Chi binh phucmg eho thiy cd sy khac bicl cd y nghia t h i n ^ ki; ve mat nh?in thuc giira nhdm khach t h i la sinh vicn tam ly va nhdm khach the da di lam KC't qua d bieu dd I cho thax mpi boat ddng cua mdi quan bp da chieu tx lc Mnh x li-n cd nhan Ihirc dung ludn eao hon so vdi ly lc nhiing ngudi da di lam Kcl qua dat cau hdi: Phai chang sinh vien tam ly hipn dupc 16 TAP CHI TAM LV HOC, Sd (215), - 2017 ticp can vdi van de dao diJc nghe nghiep nhieu hon so voi nhirng ngudi dirac dao tao tnidc da\ nen hp co ty le sd ngirdi nhan thiic \ e dao dure nghe nghiep dijng dan hem? Hay sinh vicn la nhiing ngirdi it trai nghiem \ di cong vice thirc te nen nhan thiic ctia hp \e eai gpi la ""dung - sai" cdn mang tinh IV thuyet, nhumg ngirdi da di lam cd sir va cham tnrc tiep vdi cdng \ ice nen nhirng cau tra Idi cita hp dirpc danh gia tir thirc le cua hoat dpng nghe nghiep hicn na\ d Viet Nam? % 50 • Sinh vien BNi-uoi JIftm Chii Ihich: V nghia cua cdc gid iri kiem dinh Chi hinh phirrmg: a Cho khdch hdng vay lien hg gup khd khdn vd nhd giiip da I.X',,, = 19.6'^} p < 0.001) h Mian gitip da khdch hdng Id ngin'ri quen biel (X'„, = 99 '' '2 p < OOI) c- Co the den nhimg sir kien dac biet ciia khdch hdng nhir.stnh nhdl cirdi iX',,, ^ 22.760; p< 0.001} d (.'ii hgn than Id khdch hdng lir nhimg ca tham vdn thdnh cong tX',I, = -/./"J, p< 0.05) e Ilitp h'lc kmh dnanh vdi khiich hdng I?^,„ = 64.93-f: p < 0.001) f Nhd khdch himg cd moi quan he xa hdi rong gidi tliieu khdch hdng cho mmh fX,,, 5S 645 p < 0.00) Bieu I: Khdc biet nhgn thirc cita sinh vien vd ngirai di lam ve moi quan he da chieu vai khdch hdng TAP CHf TAM LV HOC, Sd' (2151 - 2017 D i lam rd ciic cau hdi mix chung tdi sir dung phep kicm dmh C h , b,nh phupu" v i su khac biet nhan thirc giua nhdm khach the la nhung ngum da v f d T n g u o aiirp cd thu phi x a nhdm khach the la nhimg ngucn chua tung trp l i i i n thu phi^KeH qua ahi nhan sy khac bicl cd y nghTa thdng ke g,ua nhom n ^ d ba b l h n ' x i mat dao due yong thyc hanh nghe Thir nhat vo, hanh vi: ^i^chUthdn giup khdch hdng la ngiroi c „ c « " nhdm ehua timg ^ n g vice tro giup thu phi cd t i lc nhan thuc dimg la 80,7% va tx le nax ch, la 63,5/= a n M m da cd kinh nahiem trp giup thu phi ( X \ „ - 36,910; p < , 0 ) n t u hau vdl hanh v i : "Anh/chi hap tdc kinh doanh vdi khdch hdttg" tx le nhan thuc dung Tnhdm chua tima tro gidp thu phi la 80,8% va ty le 73,4%_ a nhom da tung trp aiup thu phi (X=,„ =- ^ ; p < 0,01) Cudi cimg d bicu h,en: ".4iiicli, nhct cac hidch h!ng cd mdi quan hi xa hgi rang giai thiiu nhirng kl'ochhang mo, chp minh" IX lc nhan thirc duna d nhdm chua timg trp g,up thu ph, la 79,3 /ox a 64 /» d nhdm datima tra giup thu phi (X=,„ = 27.819; p < 0.001) Ndi each khae chtnh uong nhirng khach t h i chua timg lam cdng viec trp giup la, co tx le so ngum nhan thirc duna x i khia canh dao dire lien quan den cac boat ddng nghe nghiep da chiiu cao him so xdi nhdm da timg trp giup cd thu phi Ket qua nax day len mdt mdi quan ngai ring, su sai lech nhiin thuc xii t r o n g l h y c hanh hanh xi dao dire cUa nghi tro giitp lam Ix cd I h i la mdt nhimg Id hdng can tro tten trinh cham sdc khach hang va phiit trien nghe nghiep Lien quan d i n khia canh dao tao dao dire nghe- nghiep kicm djnh Chi binh phuang ghi nhiin sy khac bicl cd x nghia thing ke nhan thirc xe hoat ddng da chiiu giira nhdm ung hd va nhdm khdng ung hd cho x ipc giang day mdn dao due nghi tam 1\ uong trucmg dai hpc Cu t h i 1/ d tinh hudng: Anh/chi nhdn tra giiip cho khdch hdng Id nginyi ^uen (X',,, = 5.678; p < 0.05) x di ly le sd khiich the cho ring c i n dao tao dao dire nghi tu trudng diii hpc cd nhan thuc dung la 78.9% so xcri ty lc 55.6°o d nhdm kliiich the khdng ung hd xiee dao tao dao dire uong irudng dai hpc; 2/ Trong tinh hudng: Anh/chi co thi din dir nhimg sir kien diic biit cita khdch hdng nhir sinh nhgt cudi (X"(i) = 6.004; p < 0.05) ty le khach Ihii cd nhan thirc phi, hpp vdi quy dicu dao dire d nhdm img hp vice dao tao dao due nghi la 61.7% so vdi tx lc 33.3% d nhdm khdng ung hd cho vice dao tao dao dire nghe uong trucmg dai hpc; 3/ tinh hudng: Anii/chi nho cdc khdch hdng cit gioi thiiu nhimg khdch hdng mdi cho minh (X", 11 = 20.039; p < 0.001) cd 78.0% sd ngucri ung hd \ ice dao tao dao due nghe lir truimg dai hpc lya chpn dung X'a 33.3% d nhdm nhirng ngudi khdng ung hd viee dao tao nay; 4/ Anii/chi cd ban thdn Id khdch hdng cd ^X',i) = 9.297: p < 0.01) kcl qua lya chpn dung d nhdm coi trpng su can thict cua xii-c dao tao dao dire nghe la 56.1% ly le luix' la 100% d nhdm khdng coi upng sy can thict cUa vice diix mdn dao dire nghe Nhu xay ktii qua so sanh eho thay nhdm ling hp vice day mdn dao dire nghe d trucmg TAP CHl TAM LV HOC Sd' (215), - 2017 dai hpc cd ty le danh gia dung eac yeu cau dao dire hanh nghe cao hon ban so vdi nhdm khdng ung hp - chiim bieu hien Phai chang \ i quan tam den van de dao dire nghe nghiep nen nhdm khach the cd hieu biet ve sy phuc tap va nguy CO X i pham dao dire viec tao dyng mdi quan he da chieu vdi khach hang tdt han so vdi nhdm khach the khdng quan tam den vice dao tao dao dire nghe rJiu mdt mdn hpc cho sinh vien nganh tam ly^ 3.2 Hieu biet vi vdn de tinh cdm moi quan he nghe nghiep Trong qua trinh giup dd, nha tam Ix khdng dupc de tinh cam tinh xeu sinh vdi khach hang hoac ngucri cung hpp tac chux en mdn Trong phan VIII - "Tri lieu" cua Bd Quy dieu dao dire danh cho cac nha tam Ix ciia Philippin, dieu D,l neu rd: Nha tam Iy khdng dupc cd mdi quan lie nao khac ngoai mdi quan he nghe nghiep khach hang - ngucri Up giup Dieu D.2 cho rang: Viec cd mdi quan he da chieu cd the gay nhiing mdi hai khdng tucmg trudc dupc cho khach hang xa dieu D.3 chi rd: Nha tam ly chi tri quan he nghe nghiep x di khach hang, tranh quan he tinh cam vi se gay tdn hai cho sy lanh manh cua khach hang Ngoai ra, dieu D.5 cua Bd Qux dieu cung nhan manh: Nha tam ly khdng dupc cd quan he yeu duong vdi khach hang trj lieu hicn tai, than nhan ciia hp hoac nhung ngudi quan trpng eua hp Ddng thdi, nha tam ly cung khdng dupc cham dOrl quan he trj lieu de pha vd Quy dicu Nhu viiy khdng cd bat cir ly nao de nha tam ly cd the giix dyng mdi quan he tinh cam hay yeu duang vcri khach hang, ca dd la dieu ma khach hang mong mudn Nhan thirc ciia khach the nghien cim xc van de tinh cam, tinh yeu mdi quan he nghe nghiep dupc the hien d bang cho thay, nhin chung cd 71,2% sd khach the nghien cuu cho ring xiee gax dyng mdi quan he tinh cam xen lin mdi quan he nghe nghiep la phi dao due Bdng 2: Nhdn thirc cua khdch thi vi mdi quan hi tinh cdm vol khdch hdng (%} Noi dung Phinrng an tra loi Sai Dung I, Anh/chj dong >' iro ngirai veu cua khach hang coi la mK}\ giai phap ma khach hang \ e i i cau 93.5* 6.5 Anh/chj co tinh cam t h | l vai khach hang va chia se thang th3n dicu na> vai khach hang 74,6* 25,4 .Anh/chj co quan he linh cam voi nguin ma anh/chj giam sai va anh/chj luon y thiic ve dieu na\ 68,5* 31,5 TAP CHi TAM LV HOC, Sd (215) - 2017 19 4, Anh'chi tao dimg moi licn he linh cam linh yeu vdi khach hang iau hup dont: mup diJ kt:t Ihuc 68.4* 31,6 Anli'clii CO quan he tinh cam \ i khach hang hicn tai nhirng luon lach bach no xdi xiee Iro aiiip khach hiins Sl.O* 49,0 T o n g so lirol lira chon 71,2* 28,8 Ghi chii: Sii heu co diiu " co nghiu Id hii'u biit dimg vi' hdnh vi dao dire Cd d i n 9j.5"o sd khach the nghii-n cuu nhan Ihuc dung rSng x icc nguiri Irp giup ddng v trd thdnh ngirdi veu cita khdch hdng coi dd la mdt giai phdp md khdch hdng veu cdu la Irai vdi dao due hanh nghe Cdn tinh hudng: Anh/chi CO tinh cdm thdt vdi khdch hdng vd chia si thdng thdn diiu ndy vdi khdch hdng thi muc nhan thirc dung, phu hgp vdi tieu chuan dao dire nghe nghiep giam xudng chi cdn 74.6" o Tuy nhien dicu bat ngd la tinh hudng: Anh/chi cd quan hi tinh cdm vdi khdch hdng hiin tgi nhirng ludn tdch bgch nd vdi viic tro giitp khdch hdng thi chi cdn 51.0% sd khach the nhan thuc dung vc hanh vi dao due Cac ket qua nghien eiru lieu cd ndi ien sy ty tin sy "lam chu" nidi quan he trp giup ciia nhQ:ng ngudi dupc diio tao x e tam Ix ed nguy co phii X d mdi quan he nghe nghiep'.^ Hii Qu) dii'u dao due danh cho cac nhan xicn edng tac xa hpi Hoa Kx phan xung dot liri ich cd ghi: Nhiin vicn \ i l hpi khdng nen dinh Iiu vio cac mdi quan he kep hay da chiiiu hay cd tinh cam vdi khach hang hoac khach hang cu dd cd nguy co khai thac hoiic kha nang cd t b i giix ngux h i i m chp khach hang Trong trucmg hop eac mdi quan he kep, phuc lap khdng t h i Iranh khdi, nhan vicn xa hdi nen thyc hicn eiic budc d i bao vc khach hang va chju trach nhiem cho vice thiii, hip ranh gidi rd rang, phu hop xi, nhay cam v i van hda (muc 06 C) Khia canh phi dao dire mdi quan he da chiiu khdng chi d i cap din khach hang, khach hang qua khir ma cdn d i ciip din m i i quan he nha tham v i n / irj lieu Xii ngirdi giam sal chuyen mdn Vdi tinh hudng: Anh/chi cd cjuan hi tinh cam vat nguai md unh cln gidm sat vd anii/chi ludn y thirc vi diiu ndy cd 68.5% sd khaeh the nhan Ihirc la khdng phu hpp vdi lieu chuin dao dire n g h i trp giup Rd rang, xiee lao quan he tinh cam vdi ngudi dang chiu su giiim sal chuyen mon, a mpt kh,a eanh nao dd, la lam dung tinh cam cua ho, d i , ngudi giam sal cho rang, minh ludn x thire vc dicu Nha Irp giup c i n aiir minh duoc khach quan Irong tat ca cac mdi quan he nghi nghiep v i v i n d i nax muc IT v i mdi quiin hp lam dyng Qux dicu dao dire cua Philippin chi rang: Nha tam Ix khong lam dung ngudi dang chju sy giam sat danh gia hay cac vi tri khac nhu TAP CHI' TAM Ly HOC, So' (215), - 2017 khaeh hang benh nhan sinh vicn ngudi dugc giam sal ngirdi tham gia nghien ctiu va nhan vien Cd Ihk Ihay hieu bi^t \c khia canh tinh cam mdi quan he nghe nghiep ciia khach ih6 cd thay ddi theo timg bieu hicn cu the NhCrng tinh hudng ma mdi quan he tinh cam, tinh due dugc sir dung nhu each thiic de lam \ icc trg gitip duge eae khach the phan ddi nhieu nhat Dieu ddng nghia vdi \i^c ty lc khach th6 cd nhan thiic diing la cao nh^t Ngugc lai vdi nhung tinh hudng ma mdi quan he tinh cam bi che giau l> le khach the nhan thtie dting giam di dang ke Chiing ta biet rang \ii}c ngudi trg giup cd mdi quan he da chicu \di nhirng ngudi hp dang hgp tac chuyen mdn la dieu khong dugc phep Trong trudng hgp cd nguy ca \i pham, nha tam ly chi cd th ket thtic mdi quan he trg giiip dc khdng lam anh hudng den lgi ich ciia khach hang va anh hudng den u> tin nghe nghiep Trong sd tinh hudng ciia mdi quan he tinh cam tinh due \ di khach hang, kicm dinh Chi binh phucmg ghi nhan su khac biet ve nhan thiic giua nhdm sinh vien va nhdm di lam d tinh hudng la: Anli/chi ddngy tra thdnh ngudi yeu cita khdch hang coi la moi gidi phdp ma khdch hdng yeu cdu (X , 11 5.470; p < 0.05): Anh/chi co tinh cdm that vai khdch hdng vd chia se thdng than dieu ndy vdi khdch hdng (X",|) = 9,622; p < 0.01) va Anli/chi lao dimg moi lien he llnh cdm vai khdch hdng sau hap dong giup ket thuc OC ^\^ = 38.217; p< 0.001) O ca tinh hudng t\ lc sinh vien co nhan thiic dting phu hcrp vdi lieu ehuan dao dtic nghe eao han so \'di ngudl di lam Khi so sanh giura nhdm sinh vicn va nhdm di lam \ c eae linh hudng dao dtic nghe nghiep, cac thdng sd cung ghi nhan ket qua tuang lu the hicn ty lc sinh \icn nganh tiim ly hicn cd hieu bicl \c van dc dao due nghe nghiep cao han so \di nhung the he trudc Ket qua dat \icc ticp tuc xem xet vc nhiing \cu id cu the eiia hoat dgng nghe nghiep hicn khien cac nha tam ly chua nhan thtic day dii \ c khia canh dao diic cdng vice So sanh muc dp nhan thirc dting giua nhirng bieu hien \'c hanh \i da ehieu \a van dc linh cam moi quan he vdi khach hang, kiem dinh Paired Samples t-tesl eho thay, Ircn tdng sd cac khach the nghien cuu ed su khae bicl co y nghia thdng kc Cu the diem trung binh nhan thirc (22.82) ve mdi quan he da chieu eao hon so \ di dicm trung binh nhan thirc (22.00) ve mdi quan he tinh cam Khae bicl cd y nghta \di cac gia tri t,s>)i 3.448 va miic > nghTa p < 0.001 Ndi each khac, mdi quan he da chicu xdi khach hang, cac khach the nghien cOnj cd nhan thuc lot han rang \ icc lao dyng cac hanh \ i da chicu vdi khach hang sC cd ngu\ ca \ i pham dao dire nghe nghiep so vdi nhan thirc \ c khia canh linh cam quan he nghe nghiep TAP CHI TAM LV HOC Sd (21 ^) - 2017 K i t qua nahicn cim la d i i u dang d i luu x vdi ngudi tra giup chuyen nghiep X i X icc c i n than trpng x di chinh nhirng cam xuc cua ban than qua trinh lam n g h i d i tranh rai vao hoan canh cd nhirng mdi quan hp cam xuc vo, khach hanghay ngudi dang chju sy k i i m soat chuyen mdn cua minh Ket loan v i khia canh dao due chux en mdri ngudi trp giup tam ly dut^ khoat khdng dupc d i nhiing mdi quan he da c h i i u m i i quan he tinh cam xuat hipn l i n mdi quan h i nghi nghiep D i i u khdng phu thupc vao vice ngudi trp giup tam ly cd x thirc tach bach cae m i i quan he dd hax khdng hp cd chia se X di khach hang hay khdng, khach hang cua hp hicn tai bay qua khir x a nd cung khdng phu thudc vao x m u i n tao dung cac ,ndi quan he ngoai Iudng xuit phat l u phia nao Viec tao cae mdi quan he da ehieu Iron^ qua trinh thyc hanh nghi trp giup la d i i u Idi kj xii ngudi trp giup tam ly can giir cho minh sy khach quan k i i m soat ban than lien tiic di; tranh rai xiio tinh trang xi pham dao due nghe nghiep quan he da chieu giix K i t qua nax cung dix len m i i quan ngai ring, chirng nao chung ta chua xax dyng dupc mdt Bp Quy tac hudng dan hanh vi dao dire cho nguiri lam nghe trp giup va x ice thieu giam sat boat dcing chuyen ,ndn (nham muc dich nang cao kicn thuc va kx nang cho ngudi lam nghe trp giup) thi tinh trang X i pham dao dire tao dyng mdi quan he da chicu la nguyen nhan tang them nhOrng ldn thuong cho khach hang va cho nghe nghiep van cdn ticp dien Tai lieu tham khao American Psychological Association, Code of Ethics, wxxw.apa.org Belgian Federation of Psychologists, Code of Ethics -English, htlps://xvxvxv.compsy be/sites/ defauliyfilcs/codc_of_cthics.pdf The British Psxchological Socictv 2009 Code of Ethics and Conduct ISBN' 978-1854.13-495-4 Canadian Code of Ethics for Psychologists - 3rd ed.lSBN I -896538-11 -8 Psychological Association of the Philippines Code of Ethics, xvxvxv.pap.org.ph/includes/ X icxv' ycodeofethicsjdf pdf N \S\\ ( ,KIC ol'Elhics - Nalional Association of Social Workers, htlpsyAvxvw.socialvmrkeni.oig/ pubs'codo'dcfaultasp TAPCHITAMLyH(?C,Sd'2(2l5), 2-2(117 ... 1 cd mdi quan he vcri ngucri khac ma ngudi Iai cd lien quan chat che xdi ngudi ma nha tam Ix dang cd m i i quan he nghi nghiep hoac (3) nha tam ly hira hen se tham gia vao mdt moi quan he khac... nguiri ma minh dang cd mdi quan he nghi; nghiep Nhu x'ay ngudi trp giup tao mdt mdi quan he xen lan xao mdi quan he chuyen mdn sc cd the giix hanh vi lam hu hai cho mdi quan he nghe nghiep hoac... thucmg dupe khuyen cao la phai cd tranh tham gia vao mdt mdi quan he da chicu neu mdi quan hi* dd cd the lam sux giam cai nhin khach quan ciia nha tam Ix giam tham quyen va tinh hieu qua vice thuc