Tôn trọng khách hàng trong hoạt động trợ giúp tâm lý

T O N TRONG KHACH HANG
TRONG HOAT DONG TRO GIUP T A M LY
Nghien cOu n^y dirge t^i trg b6i Qu? Phat tridn Khoa hpc va COng ngh^ Qutfc gia
(NAFOSTED) trong 66 t^i; Thi/c trang hoat dong tro giup tam Ij nham xay dung bd tieu
chuan dao dire nghe nghiep cho c^c nh^ tim / j / hoc Viet Nam; Ma s6: V11.1-2013.10;
GS J S . Tran Thi Minh Dtfc i^m chii nhiSm.
GSTS. Tran Thj Minh DiJc
Khoa Tdm ly hgc, Trudng Dai hgc Khoa hgc M hdi vd Nhdn vdn. Dai hgc Qudc gia Hd Ndi.
TS. Nguyen Thi Nhi/Trang
Khoa M hdi hgc, Trudng Dai hgc Khoa hgc Xa hdi vd Nhdn vdn. Dai hgc Qudc gia Hd Ndi.

)
TOM T A T
Kit qud khdo sdt bdng bdng hdi tren 1.070 sinh vien tdm ly vd cdc nhd tdm ly dang
ldm cong Idc nghien cihi, gidng day vd thuc hdnh tdm ly a Hd Ndi, Hui vd thdnh pho Ho
Chi Minh cho thdy cd su khdc biet ro net trong nhdn thitc eda khach the ve cdc chieu canh
khdc nhau cua tdn trgng vd giiia cdc nhom khach the khdc nhau khi nhdn thicc ve ciing
mgt chieu canh cua ton trgng. Nhin chung, ty le nhdn thicc dung cdc nguyen tdc lien quan
tai tdn trgng khach hdng a nhdm sinh vien cao hon so vdi nhdm nhd tdm ly cho thdy tdm
quan trgng eda viec ddo tao dao due nghe trong trucmg hgc.
Jix kh6a: Tdn trgng; Tdm l^; Khach hdng; Nguai tro giup; Viet Nam; Quy diiu
dao due.
Ngdy nhdn bdi: 9/3/20n;Ngdy

duyet ddng bdi: 25/3/2017.
ABSTRACT

By analyzing data from a self-administered questionnaire survey with participation of
1070psychology students caidpractitioners living in Hanoi city, Hue city and Hochiminh city, this
article presents some findings on how Vietnamese p^hologists acknowledged the principle of
respecting client's rights. This research documented si^ificant differences between psychologists'

awareness on different codes of conduct regarding respect for clients' rights. In general, most of
Vietnamese psychologists showed a good awareness on respectfor client's diversity, following by
respect for privacy cmd autonomy. Meanwhile, the rate of psychologists well aware of respect for
informed consent was quite low. Remoa-kably, this research also showed that in most cases, more
psychology students are well aware of professional code of conducts than practitioners, suggesting
the importance of training professional code of conducts in psychology pro-ams.
Keywords: Respect; Psychology; Client, Helper; Vietnam; Code of ethics.

TAP CHI TAM LY HOC, S 6 ' 4 (217), 4 - 2017


l.Datvande
Sit ton trpng da trd thanh gia trj ph6 quSt d6i vai nhiSu linh virc trong cuoc
s6ng, ton trpng lien quan chat che den su t6n tai ctia con nguoi trong xa hdi va
dac biet, su ton trpng tra thanh mot nguyen tSc trong cac linh vuc tro giup con
nguai nhu: Luat, Y ti, Cong tac xa hpi hay Tam ly.
Theo Miller va Savoie (2002), ton trpng la gia trj c6t loi trong xa hpi loai
nguoi va la trung tam cua nhung cupc tranh luan ve cac linh vuc xa hpi ngay nay
nhu phan biet sic tpc, binh ding giai, binh ding lua tu6i, binh ding giOa cac ting
Idp xa hpi, chiing sp dSng tinh, quiy roi, thii dich, chien tranh van hoa...
Trong hoat dong trp giiip tam ly, ton trpng khach hang dupe hiiu la ton
trpng v6 diSu kien (Janoff-Bulman va Werther, 2008). Pham chat ton trpng tro
thanh nguyen tic xuat hien trong mpi bp quy tac ling xu nghe tam ly. Tit nhihig
diin giai ciia cac bp quy dieu dao dire iing xir nghe tam ly ciia cac nuoc tren thd
gioi CO thd khai quat npi ham ciia tieu chuan ton trpng trong thuc hanh nghe tam
ly nhu sau: Ton trpng co nghia la: *'nha tam ly nhin nhan mpi ca nhan voi pham
gia va gia tri ciia hp, nhay cam voi cac qua trinh co kha nang anh huofng den khach
hang, dac biet luu y den quyen con nguoi, su rieng tu, quyen tu quyet" (Bp Quy
dieu dao diic ciia Anh). Hay: "Nha tam ly ton trpng pham gia, gia tri, quyen rieng
tu, bao mat, tu quyet cua tat ca mpi ngucri. Nha tam ly nhan biet dupe viec can

thiet phai bao ve quyen va phuc loi ciia nhirng nguai hay cong dong de bi ton
thuong trong viec ra quySt dinh mpt each tu chu. Nha tam ly nhan biet va ton
trpng sit khac biet van hoa, ca nhan, vai tro, bao gom tuoi tac, gioi tinh, dinh
huong gioi, chung tpc, dan tpc, quoc gia, ton giao, xu huong tinh due, khuyet tat,
ngon ngQ, vi the kinh te xa hpi va chii y den nhirng yeu to nay khi lam viec voi
nguoi thupc cac nhom tren. Nha tam ly c6 ging giam thiiu anh huong cua dinh
kien ve nhung yeu to tren trong cong viec, khong tham gia hay ung hp nhirng hoat
dong mang tinh phan biet ky thi" (Bp Quy diiu dao diic cua Hoa Ky). Hoac: "Ton
trpng la niem tin cua nha tam ly vao viec iing xir voi m6i con nguoi nhu mot chii
the chit khong phai mot doi tupng. Ton trpng sit khac biet vi nhan khiu. gia in van
hoa. Ton trpng pham gia nghia la ton trpng quyin rieng tu, quyin tit quyit, su tir
do ca nhan va su cong bang gitta con nguoi voi nhau" (Bp Quy diiu dao due ciia
Canada)
^ Co the noi. ton trpng pham gia con ngucri la ngu\en tac dao dite can ban va
pho quat nhat trong mpi nen van hoa. nghi nghiep va vugt qua ranh gioi dia ly.
Nguyen tac nay cung cap nen tang triit ly cho rit nhiiu nguyen tic dao dire nghi
nghiep khac. Ton trpng phim gia la nhan ra gia tri npi tai cua mpi nguoi, khong
phu thupc vao sit khac biet dia vi xa hpi, dan tpc, gioi tinh, nang luc va cac dac
diem khac. Gia tri npi lai nghia la mpi ngucti diu ximg dang duoc ghi nhan mot
each binh dang.

TAPCHITAMLVHOC, So4(2l7),4-20I7


Trong diSu l<:i$n Viet Nam chua xay dung duac m6t bp quy di6u d^o due
ngh^ tam Iy nhung viec dao tao vh dao due nghS va thuc hanh nghe d cae cap hoe
vin dugc duy tri (vi du, Khoa Tam Iy hoe, Trucmg Dai hoc Khoa hge Xa hoi va
Nhan van Ha Noi). Vi vay, cac bo quy digu dao due nghe tam ly eua cae nuoc (vi
du, Hoa Ky, Anh, Canada, Philippin, Uc, v.v...) vin duge chon Ipc de ap dung va
doi chieu dua tren cac quy chu4n chung eiia nghe tam ly, dac biet trong ITnh vuc

thue hanh trg giiip cho khach hang.
2. Phirong phap nghien cu'u
Nghien cuu nay su dung ba phuang phap nghien cuu: phan tich tai lieu,
dihu tra bang bang hoi va phong vin sau. Phuang phap phan tich tai lieu tap trung
vao mpt s6 nghien cuu ve ton trpng khach hang va phan tich cac bp quy dieu dao
due danh cho cac nha tam ly tren the giai. Phuang phap dieu tra bang bang hoi
dupe thuc hien tren 1.070 khaeh thi la cac nha tam ly va sinh vien tam ly (nhttng
nguai da hpc mon tham van/tri lieu tam ly) a Ha Npi, Hue, thanh pho Ho Chi
Minh.
Ket qua dieu tra dupe tinh theo ty le % so sinh vien va nha tam ly nhan thurc
diing/sai eac tinh huong dao due thuong gap trong qua trinh trp giup khach hang
lien quan den su khong dinh kien khach hang, ton trpng quyen dupe thong tin cua
khach hang va ton trpng quyen tir quyet, tinh rieng tu ciia khach hang. Nghien
cuu cung su dung kiem dinh Chi binh phuang de so sanh su khac biet co y nghTa
thong ke giira cac nhom khach the khac nhau do! vai su hieu biet ve cac khia canh
khac nhau cua nguyen tac ton trpng khach hang.
3. Thyc trang hieu biet ve ton trpng khach hang
Trong thuc hanh trp giup tam ly, nha tam Iy can hoat dpng trong khuon kho
nghe nghiep de dam bao pham gia cua khach hang dupe ton trpng. Cac bieu hien
cua su ton trpng dupe the hien trong cac bp quy dieu dao due nghe tam ly thuang
bao gom cac khfa canh nhu: Ton trpng cac quyen con nguai noi chung; khong dinh
kien hay phan biet doi xii; ton trgng quyen tu quyet cua khach hang va su dong
thuan ciia khach hang dua tren hieu thong tin. Trong khuon kho ciia bai viet nay,
chiing toi tap trung phan tich thuc trang hieu bict ciia sinh vien nganh tam !y va nha
tam ly ve van de ton trpng khach hang, the hien qua cac tinh huong hanh vi lien
quan toi: 1/ khong dinh kien khach hang, 2/ ton trpng quyen thong tin cua khach
hang va 3/ ton trpng quyen tu quyet va tinh rieng tu ciia khach hang.
3.1. Khdng dinh kien khach hdng
Cac bp quy dieu dao diic ciia nhung nuac co nghe trp giiip tam ly phat
trien ma chiing toi Ihu thap de phan lich ve sir ton trpng khach hang d^u co nhung

nhom quy dieu noi ve viec khong dinh kien hay khong phan biet doi xii ciia nha

TAP CHI TAM LV HOC, So' 4 (217), 4 - 2017


tam ly. Vi du, Bp Quy diiu dao diic cua c4c nha t4m ly hpc Anh (muc 1.1, diiu i,
ii, ill); Canada (muc 2.3); Uc (muc A.l); New Zealand (muc 1.2); Nga (diiu 1.1);
EU (muc 3.1.1); Ireland (diiu 1.1.2 vai.1.3), v.v...
Trong khao sat thuc ti, chiing toi sir dyng 5 chi bao di danh gia mirc dp
khach thi nhjin thitc vi hanh vi khong dinh kiin khach hang. Bang 1 duoi dSy h6
th6ng lai so luat va ty le lira chon phuang an sai/diing doi voi m6i chi bao.
Bang 1: Hiiu biit vi su khdng dinh kiin trong tdn trong khdch hdng (%)
PhiTffng an tra loi

Cac hanh vi

Sai

filing

1. Anh/chi CO thai do d6i \ii Ithac nhau doi vdi cac khach hang
khac nhau

68,0*

32,0

2. Anh/chi noi that vai khach hang r^ng, ho kho co thg virot qua
duac van de cua ho

74,1*

25,7

7,6

92,4*

4. Anh/chi chi nhan khach hang la nam hoac nu" de lam viec dugc
chuyen sau

84,7*

15,2

5. Anh/chi khong nhan giiip do cho khach hang la nguoi dong tinh,
chuyen giai

80,4*

19,6

3. Anh/chi de khach hang hoc 16 ban than nhu ho muon

Ghi chu- Sd lieu cd ddu * iiglva Id hieu biHl dung ve hdnh vi khdng dinh kien.

Ket qua khao sat cho thay, dai da so khach the nghien cttu nhan thitc rang ton
trpng, khong dinh kien nghia la cho phep khach hang bpc Ip ban than nhu hp muon
hay con gpi la de khach hang dupe la chinh minh. Day la hanh vi ton trpng khach
hang CO ty le hieu biet diing cao nhit (92,4%); tiip sau la ty le khach thi co hiiu biit

diing khi dong tinh voi vice nhan b^l ki khach hang la nam hay nO (84,7%); la ngucri
dong tinh hay chuyen gioi (80,4%).
Nhu vay, ket qua khao sat cho thay ty le kha cao khach thi nghien ciru co
nhan thuc phu hop vol nguyen tjc trong cac bp nguyen tic hanh nghi: Nha tam ly
khong dupe de dich vu cung iing cho khach hang bi giam gia tri do sir dinh kiin
voi khach hang cua iiha tam ly lien quan toi cac yiu to nhu gioi tinh, khuynh
huong tinh due. khuyet tat, ton giao, ehiing tpc, sac tpc, tu6i tac, nguin g6c quoc
gia. chinh tri. dia vi xa hpi hay giai d p (Anh, diiu I.I (i); Canada, muc 2.1, diiu
1.2; Uc. dieu A.I.I; Nga, diiu 1.1; EU, diiu 3.1.1 (ii); Ireland, diiu 1.12).
Ngoai ra. CO 74.1 % so khach thi cho ring, niu nha tam ly noi that voi khach
hang la hp kho co the vugt qua dupe vin di cua minh thi nha lam ly da co hanh vi

TAPCHiTAMLyHOC, So 4 (217), 4-2017


khong phil hcrp dao dvrc nghi nghiep. Bdi le, viec dua thong diep nhu vj;y thi hien
nha tam ly da kh6ng tin tudng, ha thdp gid trj vk tiim nang gidi quyit van de cua
khach hang. Dieu A.2.1 (b) ciia Bo Nguyen tSc Uc neu ro nha t&n ly khong iing xii
theo each ma trong nhOng b6i canh nhat dinh, nguoi khac c6 the nhin nhan iing xil
do nhu su ha thSp gia tri.
Ty le nhan biit dung thSp hon ca la a tinh hu6ng nguai trp giiip co thai dp
ddi xii khac nhau d5i voi cac khach h4ng khac nhau (68,0%). Ro rang, viec ton
trpng khach hang can dupe the hi6n 6 su chap nhan khach hang, khSng ap dung
mpt khuon mau iing xu, mpt each nhin ap dat cho mpi loai doi tupmg khach hang.
Kiim djnh Chi binh phuang oho th&y, co su khac biet co f nghia thong ki
vi nhan thuc diing gitta nhom sinh vien va nhom nha tam 1^ a ca 5 biiu hien ciia
su khflng dinh kiin trong ho?t dong nghi nghiep. (3 hai biiu hiin la c6 thai dp doi
xii khac nhau vdi than chii khac nhau (X^,,, = 17,932; df = 1; p < 0,001) va noi that
vol than ehii ring hp kho co thi vupt qua duac vin di ciia hp (X^(|) = 8,105; df = 1;
p < 0,01), ty le sinh vien co nhan thiic diing, phii hop vdi tieu chuin dao diic thap

hon so voi nguai hanh nghe. Ducmg nhu, vol sinh vien, nhiing nguai chua trai
nghiem viec thuc hanh trp giiip nen hp kho tranh khoi viic giii cho minh mSt sir
binh ding trong tiep xuc vai nhirng kieu than chii khac nhau.
Ngupc lai, a nhttng biiu hien nhu di than chii b5c 16 ban than nhu hp muon
(X^(,, = 18,420; df = 1; p < 0,001), chi nhSn thSn chu la nam hoSc nil (X\i, = 10,669;
df = 1; p < 0,01) va kh6ng nhan giiip dS cho nguai chuyin gidi, d6ng tinh (X (ij = 75,484;
df = 1; p < 0,001) thi t^ li nh|in thiic hap vdi quy chuan dao 1^ hanh nghe 6 sinh
vien cao hon so voi nguai hanh nghe. K6t qua nay eo the dupe giai thich tir thuc te
ring, sinh vien hien nay co quan diim sing cai mo hon nen di chip nhan sir da
dang cua cupc song han, hp it bi dinh kiin gioi va cac vin di x& hpi hon nh6m
nguoi Ion tu6i. Mat khac, xet tir goc dp nghe nghiep, ro rang, hien nay, sinh vien tam
ly 6 ca nude dupe dab tao ve ly thuyet, ve dao diic nghe va duoc thirc hanh nghe
t6t hon nin cac em co su n h ^ biet ve dao diic nghi nghiSp noi chung, hieu biet vi
cac tinh huong cu the cua sir ton trpng khach hang noi riSng chinh xac ban nhihig
ngucri hanh nghe tam ly.
So sanh su khac biet trong nhan thiic ve cac hanh vi kh3ng dinh kiin gitta
nhom da timg tro giiip thu phi va nhom chua tirng trp giup thu phi qua kiem dinh
Chi binh phuong ghi nhan sy khac biet eo y nghia thong ke a 3 bieu hien, do 1^: 1/
Anh/chi co thdi dp doi xir khac nhau doi vcii cae khach hang khac nhau (X\]) = 18,574;
df = 1; p < 0,001) vol ty \t nhan thiic diing 6 nhom chua timg trp giiip thu phi la
62,8% so vol ty 16 75,5% d nhom da timg trp giiip thu phi va bidu hien 2/ Anh/chj
di khach hang bpc 16 ban than nhu hp muon (X'(i) = 5,317; df = 1; p < 0,05) vai ty
le nhan thirc dung 6 nhom chua timg trp giiip thu phi la 90,9% so vol ty le nhan

TAP GHI'TAM L V H O C , Sa'4 (217), 4 -

2017


thiic diing o nhom da timg trp giiip thu phi la 94,7%. Co 16 viee trai nghiem hoat

dpng trp giup mpt each chuyen nghiep giiip cho nhung khach the da tirng trp giup
c6 thu phi thi hien su chip nhan than chu nhiiu ban thong qua ty le nhan thirc vi
kh6ng dinh kiin cao ban so vai nhom chua timg trp giiip thu phi. Rieng a biiu Men
3/ Khong nhan giup da cho than chu la nguoi dong tinh, chuyen gicid (X (,,= 35,705;
df = 2; p < 0,001), ty le nguoi trp giup chua thu phi co nhan thitc diing la cao hon
so voi nguoi da timg trp giup thu phi, vcii ty le la 86,6% so vai 71,4%.
Trong t6ng s6 5 biiu hien vi hanh vi khong djnh kien, co 3 bieu hien co sir
khac biet co ^ nghia thing ke giiia nhom da tirng trp giup thu phi va nhom chua
timg trp giiip thu phi. Tuy nhien, kit qua khao sat cho thay sir hiiu biit "bip
benh" vi cac tinh huing t6n trpng khach hang (vi du, o tinh huing nay thi ty le
sinh vien nhan thiic dung cao hon so vdi ngudi hanh nghe nhung d tinh huong
khac thi ty 16 nhan thirc dung d ngudi hanh nghe lai cao ban so vdi sinh vien) cua
nhom khach the nghien citu.
3.2. Ton trgng quyin duac thong tin cua khdch hdng
Quyin dupe thong tin cua khach hang la mpt npi dung Icjn thupc nguyen
tic t6n trpng, dupe rat nhieu bp nguyen tac hanh nghe tam ly tren the gidi di cap
din (Anh, muc 1.3; Canada, muc 2.5; Uc, muc A.3; New Zealand, muc 1.7; Nga,
muc 3; EU, muc 3.1.3; Ireland, muc 1.3).
De danh gia mite dp cac khach thi nhan thirc ve quyen dupe thong tin cua
khach hang, chiing toi su dung 8 chi bao. Bang 2 dudi day he thdng lai s6 lupt va
ty le lita ehpn phuong an sai/dung ddi vdi moi chi bao.
Bdng 2: Nhdn thuc ve tdn trgng quyen duac thdng tin ciia khdch hang (%)
Noi dung

Sai

Diing

1. Anh/clii [hong bao clio kiuicli iiang vc dp (in cay cua pliirong phap danh
gia khi sii dung cho hp

18,6

81,4*

2. Anh/chi cho khach hang \cni so ta\ ghi chep ve hp khi khach hang yen
can

54.1

45,9*

3. Anh/clii tliani khao y kien ciia ngi oi Ihan trong gia dinh khach hang
nhnng khong cho khach hang bi^t

57,5*

42,5

4 Anh/chi cho rang khong nen d^ khach hang xem kel qna triic nghiem danh
gia \ e ho

68.1*

31.9

5, Anh/chi kliong gi6i thicn vc- qua Irinh duac dao tao cua minh vai khiich
hang , i cho rang kliong tlial can thiSl \ i i .sa lang phi Ihai gian cua khiich
hinc
•

- 1

63.3*

367

TAP CHlTAM LV HOC, Sd4 (217), 4 - 2017


6. Anh/chi kh6ng thdng bao quy trinh giup d& cho khach hang vi dieu nay 79.3*
CO the lam khach hang lo sa v6 ich

20,5

7. Anh/chi khong cho khach hang biet viec minh chia se thong tin ca nhan
cua hp vai ngufri giam sat chuy6n mon d6 tranh cho ho khoi lo ling

44,6*

55,4

8. Anh/chj cho rSng chi nguai trg giup mai cSn biet ve dao dire nghi vi viec
giai thich dao diic nghe cho khach hang 1^ khong cSn thidt va mit thM gian
cua khach hang

75,6*

24,4

Ghi cha.- So lieu cd ddu * nghTa la hieu biit dung vi hdnh vi ton trong quyin duac thdng tin cua

khdch hdng.

Nhttng bo quy diiu dao due huong din nha tam ly dap iing quyen duoc
thong tin cua khach hang khang dinh rang: Khach hang ckn duoc cung cap cang
nhieu thong tin cang t6t triroc khi khach hang dua ra quydt dinh. NhGng thong tin
dugc cung cip hao gom toan bp cac yeu to thuoc quy trinh giiip da, trong do bao
g6m cac phuong phap danh gia dugc sii dung.
So vol nhom quy diiu vl hanh vi kh6ng djnh kien, nhom quy dieu ve quyen
dugc thong tin ciia khach hang c6 ty le khach the lira chon diing thSp hon. Doi voi
nhung chi bao danh gia ve quySn thong tin noi chung nhu can thong bao ve dp tin
cay ciia trac nghiem truoc khi su dung (81,4%), thong bao ve quy trinh giiip do
(79,3%), giai thich dao diic nghe cho khach hang (75,6%), ty le khach the co lua
ehpn phil hgp dao diic a miic cao. Ty le lira ehpn diing thip hon ddi voi viec nha
tam ly can cho khach hang xem ket qua trac nghiem danh gia ve khach hang
(68,1%), gioi thieu qua trinh nha tam iy dugc dao tao vol khach hang (63,3%).
Nhung van de nay deu dugc quy dinh rat ro trong cac bg quy dieu ve nhiing thong
tin can dugc cung cap cho khach hang.
Chi CO 57,5% so khach the nhan thiic dugc rang nha tam ly tham khao y
kien cua nguai than trong gia dinh khach hang nhung khong cho khach hang biet
la sai ve dao diic. Dieu A.7.1 trong Bg Nguyen tac dao diic nghe nghiep cua Uc
CO ghi ro: truac khi thu thap thong tin ve khach hang tu ben lien quan, nha tam ly
phai CO dugc su dong y cua khach hang (muc A.7.1).
Mpt kel qua dang chu y ntra la co den 55,4% so khach the nhan dinh rang,
nha tam ly khong nen cho khach hang biet viec minh chia se thong tin cua hg vai
nguai giam sat chuyen mon dc tranh cho khach hang khoi lo lang. Day la mpt nhan
thiic sai lam ve dao diic nghe. Ve nguyen lac, khach hang can dugc thong bao ngay
lir buoi dau tien lam viec rang, vice chia se thong tin ciia khach hang vai nguai
giam sal la dieu can ihiel de dam bao khuon kho lam viec, nang cao kha nang trg
giiip Irong cac truang hgp nhay cam (Anh, muc 1.2, dieu v, b).

TAP CHI TAM L? HOC, Sg'4 (217), 4-2017


Chi cd chua diy mot n\la s6 Idiach the (45,9%) nhan thiic dung rJng, nha
tam ly can cho khach hang xem s6 tay ^hi chep vi ho khi khach hang yeu cau. Vi
dieu nay. Bo Nguyen tic dao diic nghi nghiep cua Uc co rieng muc A.6: "Dua
thong tin cho khach hang" quy djnh nha tam ly sau khi xem xet cac ngoai le luat
phap va yeu ciu cua t6 chiic ma minh lam viec, khong duac tCr ch6i cac yeu cau
hgp ly ciia khach hang, khach hang cu vi viec xem lai thong tin ciia chinh khach
hang do voi diiu kien nha tam ly co thim quyen nghe nghiep voi nhiJng thong tin
nay. Bo Quy dieu dao diic cua Cong d6ng chung chau Au trong iiiu 3.1.2 (vi)
xac dinh ro: Nha tam ly c§n nhan biSt quySn cua khach hang trong viec truy csip
vao cac dii lieu, bao cao ve chinh khach hang va nha tam ly can cung cap thong
tin voi su giai thich phi hop ii phuc vu loi ich tot nhat ciia khach hang.
So sanh sir khac biet trong nhan thiic ve sir ton trong quySn dugc thong tin
ciia khach hang giua nhom sinh vien va nhom hanh nghe cho thay, co su khac biet
CO y nghTa thong ke g ba bieu hien la tham khao y kien cua nguoi than cua than chu
nhung khong cho than chu biet (chiem 62,1% d sinh vien so vai 51,5% o nguoi
hanh nghe: X'n) = 12,129; df = I; p < 0,001), khong de than chu xem kit qua trac
nghiem ve hp (72,5% a sinh vien so vai 63,3% a nguai hanh nghe: X^n) = 10,198;
df ^ 1; p < 0,001) va viec giai thich dao diic nghe cho than chu la khong can thiet va
sg lang phi thoi gian ciia than chii (90,8% 6 sinh vien so vai 67,6% a nguai hanh
nghS: X'',|) = 80,925; df = 1; p < 0,001). Kit qua kiim dinh nay cho thSy, ty le sinh
vien CO nhan thiic dung, phii hgp vol Quy dieu dao dire cao han so vai nguoi hanh
nghe. Duang nhu sinh vien hien nay nam virng kien thirc ve dao diic nghe hon so
voi nhirng nha tam ly da truang thanh trong nghe nghiep.
Vice nhan thirc dung/sai ve cac khia canh dao diic trong thuc hanh nghe
tam ly co the bat nguon tir muc do nguai lam nghe co dugc trau doi kiln thirc ve
dao diic trong qua trinh hpc tap hay khong. Xem xet su khac biet giira cac nhom
khach the danh gia ve sir can thiet cua viec day mon dao dire Irong truang hpc voi

nhan thiic ciia hp ve sir ton trong quyen thong tin ciia than chii, kit qua cho thSy
CO .sir khac biel ve nhan thu'c a 5/8 bieu hien ciia viec ton trpng quyin dupe thong
tin (bang 3).
Trong 5 bieu hien ciia quyin dugc thong tin dugc lict ke a bang 3, ty le s6
khach the nhan thiic diing o nhom diinh giii rang, viec day dao due trong trudng dai
hpc la can thiel cao hon so \ di nhom danh gia khong cjn thiit o 4 biiu hien. Co thi
iihUng nguiii quan tam va co nhan thirc diing vl dao diic trong lam nghi thi cung
mong muon dugc hpc vl dao dilc tu khi con la sinh vien. Vdi nhom cho rSng,
khong^can Ihict phai hoc dao diic nghi trong truimg dai hgc thi hoac la hp khong dl
tam den khia canh dao dire trong lam nghi; hoac la hg cho riing chinh nhu'ng trai
nghiem ihirc ic se giup ich cho hg nhiiu hon la viec hgc d trudng hpc.

TAP CHi TAM LY HOC, Sd 4 (217), 4 - 2017


Bang 3: Ty le nhdn thicc diing vi quyen duac thong tin a nhimg nhom khdch the
ddnh gid vi su cdn thiel day mon dao due nghe trong truong dai hgc (%)
Nhom
danh
gia: Can
thiet

Nhom
d^nh gia:
Khong
c4n thiet

1. Tham khao y ki^n ngu6'i thSn trong gia dinh khach hang nhimg
khong cho khach hang biet; X^ni = 15,428***

57,4

il,l

2. Khong nen de khach hang xem ket qua trac nghiem danh gia ve
ho;X^,n= 10,404**

69,0

33,3

3. Khong thong bao quy trinh giup d& cho khach hang vi dieu nay
CO the lam kliach hang lo savo ich; X^(|)= 14,064***

80,3

44,4

4. Khong cho khach hang biet viec minh chia se thong tin ca nhan
cua hg vcri ngudi giam sat chuyen mon de tranh cho ho khoi lo
l4ng;X^n = 4,082*

42,9

66,7

5. Chi nguoi trg giiip moi can biel ve dao due nghe vi viec giai
thich dao due nghe cho khach hang la khong can thiet va so lang
phi thoi gian; X^„= 13,389***

79,8

44,4

Cac bieu hi€n ve quyen dvac thong tin

Chu ihich- *p < 0,05, **p < O.OJ; ***/> < 0,OOJ; df= 1

Co SU khac biet co y nghia thong ke ve ly le nhan thuc dung ve quyen dugc
thong tin giua cac nhom khach Ihe khac nhau co danh gia khac nhau ve sir can thiet
xay dung bg Quy dieu dao dire nghe tam ly a Viet Nam. Co 4/5 tinh huong ma cac
khach the a nhom danh gia can thiet phai xay dung bg Quy dieu a Viet Nam co ty
le nhan thuc dung cao ban so vai nhom cho rang khong can thiet. Co ve nhu nhung
nguai quan tam den van de dao diic trong nghe tam ly thi co nhan thuc ve dao dire
nghe tot han va muon Ihiic day dao due do tren binh dien chung bang each xay
dung Bg Quy dieu de rang huge hanh vi va trach nhiem ciia cac nha tam ly hgc
trong hoat dgng nghe nghiep.
3.3. Ton trgng quyen tu quyet vd tinh rieng tie
Co 3 chi bao de danh gia su hieu biel ve dao dire cua khach l\\t d6i vai yeu
cau ton trong quyen tu quyet, tinh rieng tu cua khach hang. Bang duai day he
Ihong lai so lugt va ly le lira chgn phuang an sai./dung doi vai moi chi bao.
Phan lan khach the co nhan ihuc dung doi vai chi bao 1 (chi^m 90.1%) va
chi bao 2 {chiem 74,1%) khi danh gia ve quyen lu quyit cua khach hang, dac biel
khi khach hang la tre vi thanh nien. Bg Quy dieu dao due ciia New Zealand nh5n
manh: Khi nha tam ly lam viec vai tre vi thanh nien, can xac dinh thanh thieu
TAP CHI TAM LV HOC, So 4 (217), 4 - 2017


nien mai la khach hang true tiip ciia minh, do do, can dam bao phiic Igi true tiip
cua thanh thieu nien (dieu 1.5.2).

Bang 4: Nhdn thuc vi tdn trgng quyen ttf quyet, tinh rieng tu cua khdch hdng (%)
Noi dung

Sai

Diing

1. Anh/chj quy6t dinh van d6 cho khach hang khi thay ho qua liing tiing,
khong biet phai lam gi

90,1*

9,9

2. Anh/chi M cha me tre vi thanh nien quyk dinh muc tieu tham vSn cua
tre

74,1*

25,9

3. Anh/chi la mot chuyen gia thirc hanh va yeu can sinh vien khai day du
thong tin doi tu khi huong dan ho cac phep trj lieu moi

48,7»

51,3

Ghi chu: Sd lieu cd ddu * nghia id hieu biel dung ve hdnh vi tdn trong quyen tu quyet, tinh rieng
lucua khdch hdng.

Rieng voi ehi bao ve quyen bao ve thong tin rieng tu eiia nguai hpc, chua
den 1/2 so khach the (48,7%) dua ra lira chon diing. Mue A.4 (b) trong Bo Nguyen
tac dao dire nghe nghiep cua Tie nhan manh: Nha tam ly khong dugc yeu cau nguai
minh giam sat hay dao tao cong khai thong tin ca nhan, trir klii su bay to thong tin
ca nhan la yeu ciiu thong thuong ciia thu tuc dao tao va trong truang hgp nay, can
phai CO dugc su dong y chinh thirc tir nguai tham gia truac khi tien hanh dao tao.
So sanh su khac biet trong nhan thuc ve su ton trgng quyen tu quyet va
tinh rieng tu gitta nhom sinh vien va nhom nha tam ly cho thiy, a ca 3 biiu hien
deu CO sir khac biet co y nghia thong ke giiia nhom khach the sinh vien va nhom
khach the la nha tam ly. Cu Ihi, vai biiu hien: Anh/chi quyit dinh vin di cho
khach hang khi thay ho qua lung tung, khong biit phai lam gi (X''(i) = 25,466; df = 1;
p < 0.001), ty Ic sinh vien co nhan thirc diing (97,4%) cao han so vol ty le nhan
thiic diing 6 nhom khach thi la nha tam ly (89.8%). Vai tinh hudng: Anh/chj di
cha mc tre vi thanh nien quyit dinh muc tieu tham vin cua tre (X^,,, = 11,700; df = 1;
p < 0.01). ty le sinh vien co nhan thirc dung (87,2%) cao han so voi nha tam ly
(68.9%). Tuy nhien, voi bieu hien: Anh/chi la mgt chuyen gia thuc hanh va yeu
cau sinh vien khai day dii thong tin dai tu khi huong din hg cac phep tri lieu moi
(X-,|, = 48.709: df = 1; p < 0,001). ty le sinh vien co nhan thiie dung (36,3%) thdp
hon so vcri nhom nha tam ly (57.7%).
Co su khac biet ve nhan thitc giua nhom khach thi da tirng trg giup thu phi
so vol nhom khach the chua tirng trg giiip thu phi a 2 biiu hien cua hanh vi ton
trgng quyen tu quyet va tinh rieng tu. Cu thi. voi biiu hien: Anh/chi quyit dinh vkn
de cho khach hang khi thjy hg qua king king, khong biit phai lam gi (X'||,= 41,700;

TAP CHITAM L ? HOC, SO 4 (217), 4 - 2 0 1 7


df = 1; p < 0,001), t j IS ngu&i chua tiing trg giiip thu phi co nhSn thiic diing (94,9%)
cao hem so vdd nhom da timg trg giiip thu phi (82,8%). Ngugc lai, vffi biiu hien:

Anh/chi la mot chuyen gia th\rc hanh va yeu cku sinh vien khai day dii thong tin doi
tu khi liucmg din hg cac phep trj lieu mod (X^d) = 26,136; df = 1; p < 0,001), t^ le
nguai chua tvmg trg giiip thu phi c6 nhSn thirc diing (43,5%) thSp hon so vdi nhom
da timg trg giiip co thu phi (59,7%).
4. Ket luan
T3n trgng 14 nhin nhjin con nguai voi gi4 tri cua hg. Mgi nguai d6u xitng
dang dugc ghi nhan va d6i xu m6t each binh ding. Nha tam 1^ can nhan biet rang,
qua trinh trg giup nghS nghiSp c6 the anh hucmg den khach hang. Vi vay, nha tam
ly cSn nhfin biet sir khac biet v i nhan khSu va van hoa, tSn trgng tinh rifing tu, bao
mSt, quyin dugc thong tin, quyin tit quyit, thong nhat vai cac y6u cau khac cila
nghe nghiep va phap luat. Kit qua khao sdt thuc ti cho thay:
1/ Ve cac hanh vi khong dinh kiin trong hoat dgng trg giiip khach htag, ty
le so khach the nghien ciiu co nhSn thirc phu hgp vffi tieu chuSn d^o diic kha cao.
Co su khac biet trong nhSn thiie gitta nh6m sinh vien va nha tam Iy; gitta nguffi
da timg trg giup thu phi va nhgm chua tung trg giiip thu phi. Nggai ra, a mgt so
tieu chi danh gia khac, sir khac biet trong so sanh gitta cac nhom luon co su hoan
doi vj tri cho nhau ve miic do nhan thirc diing/sai cua cac tinh huong hanh vi dao
diic. Ket qua nay cho thay su hieu biet khong vimg chac va thieu nen tang tri thttc
ciia nguffi lam nghe trg giup tam ly xet ve khia canh ton trgng khach hang.
2/ Noi dung lien quan den viec ton trgng quyin dugc thong tin cua khach
hang dugc khach the hieu biet thdp nhat (chi hon mgt niia s6 khach thi nghita cim
CO nh$n thuc diing). Nhgm khach the co cac dac diem nhu: la sinh viSn; la nhttng
nguffi timg trg giup thu phi; la nhimg nguffi cho rang cSn thiet phai day m6n dao
diic nghi tam ly a trucmg dai hgc vd la nhom nguffi co nhu cdu xay dung b6 quy
diiu dao dire hanh nghe d Vi$t Nam co ty le nhan thitc diing ve eae biiu hi&i su
ton trgng quyen dugc thong tin cila khach hang cao hon so vai nhom khach the la
nhom cac nha tam ly nhimg nguffi chua timg trg giUp thu phi; nhimg nguffi danh
gia khong can thiit phai day mon dao dttc nghe trong truffiig hgc va kh6ng cdn thiit
phai xky dimg bg quy dieu dao due nghe nghiep.
3/ Kha nhiiu khach thi co nhan thirc dung ve su ton trgng quyen tu quyit va

tinh riSng tu ciia khach htog. Su khac biet vi nhSn thire gitta cac nhom khach thi
xet theo cae tieu chi nhu la sinh vien hay nha tam ly, da timg trg giiip thu phi hay
chua tung trg giiip thu phi khong phan chia xu huong ro ret la nhom khaeh thi nao
CO nhan thirc dung cao ban nhom nao. Co the thdy, co sir khong dSng bg trong
nhan thiic ve dao dire cua cac khach the a ciing mgt nhgm. Co thi vffi biiu hien
nay hg nhan thuc dung nhung vffi biiu hien khac hg lai nhan thiic chua dung. Diiu

TAP CHI TAM Vi HOC, S6 4 (217), 4 - 2017


nay cho thdy su khap khiing, bdp benh trong nhto thiic ciia khach thi nghign ciru
vi cdc tinh huflng dao diic lien quan tffi su ton trgng quyin tu quyit va tinh ri6ng tu
ciia khach hing.
Tom lai, kit qua khao sat cho thay, ty le nhan thirc diing cac tinh huing
hen quan tffi sir ton trgng khach hang cua a iihom sinh vien, nhin chung, cao hon
so vai nhom nha tam ly. Diiu nay ggi len tam quan trgng cua viec dao tao dao
dttc nghi tam ly cho nguffi hgc noi chung, sinh vien noi rieng trong cac trucmg
dai hgc.
Tai lieu tham khao
1. American Psychological Association, Code of Ethics, .
2. Australian psychological Society, Code of Ethics, />APS-Code-of-Ethics.pdf
3. Canadian Code of Ethics for Psychologists, 3rd ed., ISBN: 1-896538-11-8.
4. European Federation of Psychologists' Associations - Meta-Code of Ethics, https://www.
efpa.eu/ethics/meta-code-of-ethics.html,
5. Ireland, Psychological Society of. Code of Ethics, />find-a-psychologist/code-of-ethics.html.
6. Janoff-Bulman R. & Werther A., The social psychology of respect: Implications for
deiegitimization and reconciliation. In A. Nadler, T. Malloy & J.D. Fisher (Eds.), Social
Psychology of inter-group teconciliation: From violent conflict to peaceful co-existence
(pp. 145 - 171), Cambridge: Cambridge University Press, 2008.
7. Miller S.M. & Savoie A.J., Respect and rights: Class, race and gender today. New

York- Rowman & Littlefield, 2002.

8. New Zealand Psychologist Board, Code of Ethics for Psychologists iVorking in Aotearoa/
New Zealand, IPDF], 2002.
9. Psychological Association of the Philippines, Code of Ethics, ,org.ph/
includes/view/../code_of_ethics_pdfpdf
10. Russian Psychological Society, Code of Ethics, />codeethics.php.
11. The British Psychological Society, Code of Ethics and Conduct, ISBN: 978-1-85433495-4, 2009.

TAP CHI TAM l y HOC, So 4 (217), 4 - 2 0 1 7