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 nay duoc tai tro bdi Quy Phat trien Khoa hpc vS Cdng ngh6 QuiSc gia
(NAFOSTED) trong (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 nhau cua nhirng hdnh vi vi phgm dgo due nghe nghiip tio cdc mo
quan hi da chieu gdy ra. [rong do tgp trung vdo 2 khia cgnh chinh: 1/ Hieu biit ve
cdc hogt dpng da chieu vdi khdch hdng vd 2/ Hieu biet ve vdn de tinh cdm trong 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 2 (215), 2 - 2017


I, Dat van de
Mdi quan he da chiiu dupc h i i u la mdt mdi quan he kep. trong 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 trong ciing mpt thcri gian nha tam 1\ cd mdi quan he
vcri ngucri khac ma ngudi nay 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 trong 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 trong 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. khi ngudi
trp giup tao ra mdt mdi quan he xen lan xao mdi quan he chuyen mdn sc cd the

giix ra 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 nay 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 \ . khi ban den mdi quan he kep. trong phan tranh khai
th.ic va xung dot Ipi ich. Bd Quy dicu dao dire cua Anh cd nhan manh tdi 2
diem: (11 Nha tam ly can nhan thuc dupc ngux ea x'i pham dao dire khi duy tri
hai hoac nhicu mdi quan he trong 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 thanh 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 trong mdi quan he nghe nghiep. Qu> dieu dao dire cua cac nha tam

T A P C H I T A M LfHCX;, Sii 2 (21.^), 2 - 2 0 1 7


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 - " 8 " ^ ^ ' ^ ' 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 trong 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 2 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 trong ho»t ddng nghe nghiep.
2. PhiroTig phap nghien ciru
Tri-n CO sd phan tieh 6 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 ra cac tinh huing cd kha nang vi pham dao dire nghe nghrcp cua ngud,
trp giup do 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 trong nghii-n ciru nay 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 ra sir vi pham dao dire do 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) khi hp dupc dat vao cac tinh huong d?o
dire eu thi trong 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 khi thu vi la 515 ngudi, trong 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.
3. 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' 2 (215), 2 -

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 1.
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 khi 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 thanh
cong

56.0*

44,0

d. Anh/chj hap tac kinh doanh vai khach hang v i \icc nay 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^ \ 5 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 1 chi ra ring cd 77.2% sd khrich the cho rang, x icc cho khach
hang vay lien khi 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 nay 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 trong vice xem

xet van dc ciia khach hang.
K i t qua trong bans 1 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 ra 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 thanh cdng.
Hanh xi mix la trai voi Quy d i i u dao due nghi nghiep. 6 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
duy nghi nghiep da it nhiiu bi chi phdi bdi tinh cam ca nhan vii trong 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 trong bat cu nghe nao
cd lien quan tdi djch xu trp giiip con 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 do 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 duy 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 thanh 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. trong 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 nay dat ra cau hdi: Phai chang sinh vien tam ly hipn nay dupc

16

TAP CHI TAM LV HOC, Sd 2 (215), 2 - 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, trong
khi nhumg ngirdi da di lam do 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 khi 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 < 0. 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 do I: Khdc biet trong nhgn thirc cita sinh vien vd ngirai di lam
ve moi quan he da chieu vai khdch hdng

TAP CHf TAM LV HOC, Sd' 2 (2151. 2 - 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 trong 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 ha 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 , 0 0 1 ) 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=,„ =- ^ 6 5 3 ; 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 3 /»
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 trong 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 trong 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 trong 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 trong 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/ 0 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 trong 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%. trong khi 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' 2 (215), 2 - 2017


dai hpc cd ty le danh gia dung eac yeu cau dao dire trong hanh nghe cao hon ban
so vdi nhdm khdng ung hp - chiim 3 4 bieu hien. Phai chang \ i quan tam den van
de dao dire nghe nghiep nen nhdm khach the nay cd hieu biet ve sy phuc tap va
nguy CO X i pham dao dire trong 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 trong moi quan he nghe nghiep
Trong qua trinh giup dd, nha tam Ix khdng dupc de tinh cam. tinh xeu nay
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 duy 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 nay. Nhu viiy. khdng cd bat cir ly do nao de nha tam ly cd the
giix dyng mdi quan he tinh cam hay yeu duang vcri khach hang, ngay ca khi dd la
dieu ma khach hang mong mudn.
Nhan thirc ciia khach the nghien cim xc van de tinh cam, tinh yeu trong
mdi quan he nghe nghiep dupc the hien d bang 2 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 thanh ngirai veu cua khach hang khi coi do la
mK}\ giai phap ma khach hang \ e i i cau

93.5*

6.5

2. 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

3. .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 2 (215). 2 - 2017

19


4, .Anh'chi tao dimg moi licn he linh cam. linh yeu vdi khach hang
iau khi hup dont: mup diJ kt:t Ihuc

68.4*

31,6

5 .Anli'clii CO quan he tinh cam \ 6 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 khi coi dd la mdt giai phdp
md khdch hdng veu cdu la Irai vdi dao due hanh nghe. Cdn trong tinh hudng:
Anh/chi CO tinh cdm thdt vdi khdch hdng vd chia .si thdng thdn diiu ndy vdi
khdch hdng thi muc do 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 trong 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 nay. 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.

trong 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. trong 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 khi 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 1 06 C).
Khia canh phi dao dire trong 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 nay. 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 trong Qux dicu dao dire cua Philippin chi ra 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' 2 (215), 2 - 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 trong 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 nay 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 5 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 3 tinh hudng la: Anli/chi ddngy tra thdnh ngudi yeu cita
khdch hang khi coi do 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 khi hap dong giup do ket thuc OC ^\^ = 38.217; p< 0.001).
O ca 3 tinh hudng nay. 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 nay cd hieu bicl \c van dc dao due nghe nghiep
cao han so \di nhung the he trudc. Ket qua nay dat ra \icc ticp tuc xem xet vc
nhiing \cu id cu the eiia hoat dgng nghe nghiep hicn nay khien cac nha tam ly
chua nhan thtic day dii \ c khia canh dao diic trong cdng vice.
So sanh muc dp nhan thirc dting giua nhirng bieu hien \'c hanh \i da
ehieu \a van dc linh cam trong 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 nay cd y nghta \di cac gia tri t,s>)i 3.448 va miic > nghTa p < 0.001.
Ndi each khac, trong 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 trong quan he nghe nghiep.

TAP CHI

TAM LV HOC.

Sd 2 (21 .^). 2 - 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 trong 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.
4. 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 trong mdi quan h i nghi nghiep. D i i u nay 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 nay
xuit phat l u phia nao. Viec tao ra 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 do quan he da chieu giix ra.
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 trong 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 do 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

1 American Psychological Association, Code of Ethics, wxxw.apa.org.
2. Belgian Federation of Psychologists, Code of Ethics -English, htlps://xvxvxv.compsy be/sites/
defauliyfilcs/codc_of_cthics.pdf
3. The British Psxchological Socictv 2009. Code of Ethics and Conduct ISBN' 978-1854.13-495-4.
4. Canadian Code of Ethics for Psychologists - 3rd ed.lSBN I -896538-11 -8.
5. Psychological Association of the Philippines. Code of Ethics, xvxvxv.pap.org.ph/includes/
X icxv' .ycodeofethicsjdf pdf
6 N \S\\ ( ,KIC ol'Elhics - Nalional Association of Social Workers, htlpsyAvxvw.socialvmrkeni.oig/
pubs'codo'dcfaultasp.

TAPCHITAMLyH(?C,Sd'2(2l5), 2-2(117