ứng xử của các nhà tâm lý thực hành với đồng nghiệp dựa trên nguyên tắc đạo đức nghề nghiệp

QNG XLJ CUA CAC NHA TAM LY
THLJC H A N H V O I DONG NGHIEP
DLJA TREN NGUYEN TAC
DAO OC/C NGHE NGHIEP
Nghien curu nay duoc tai trg bcti Quy Phat tridn Khoa hoc va Cdng nghe Qu6c gia
(NAFOSTED) trong de tai: Nghien ciru thtfc trang hoat dong tra giup tam ly nham xdy
dung Bo tieu chuan Dao dCrc nghe nghiep cho cdc nha tam ly hoc Viet Nam; Ma sd:
v i l . 1-2013.10; GS.TS. Tran Thj Minh Oirc lam chu nhiSm.
GS.TS. Tran Thi Minh Dure
Khoa Tdm /v hpc, Trudng Dgi hpc Khoa hpc Xd hpi vd Nhdn vdn, Dgi hpc Qudc gia
HdNpi.
ON. 06 Phuong Quynh

I

T 6 M TAT

Bdi viel lam ro thuc trgng khia cgnh dgo dire nghe nghiep ndy sinh trong ung xu
giira cdc nhd tdm ly vdi ddng nghiep trong mpt sd Id chuc/ca sd tgi Hd Npi Kel qua
ddnh gid ve su ludn ihii dgo dire Iren 6 khia cgnh (thdng quaphieu dieu tra vd phdng vdn
sdu). dd Id: I) Tdn trpng ddng nghiep, 2) Vdn de cgnh tranh vdi dong nghiep, 3) Hap tdc/
Tu vdn vdi dong nghiip, 4) Bdo mgt thdng tin khach hdng khi lam viec vdi ddng nghiep,
5} Nhgn/Gidi Ihifu khach hdng vdi ddng nghiep vd 6) Mdi quan he img xd vdi ngudi
gidm sdt chuyen mdn Nhimg kel qud thu duac gdp mpi phdn nho trong viic di xudt xdy
dirng mpt bp quy tdc dgo due hdnh nghe cho ngudi thirc hdnh tdm ly a Viel Nam Irong
mdi quan he vdi ddng nghiep.
Tit kh6a: Dgo due: Trp giiip idm ly: Dong nghiep; Khdeh hdng.
Ngdy nhdn hdi: 19/9/2016; Ngdy duyel ddng bdi: 25/10/2016.
1. Dit van de
Trong nhiing nim gin day, cic djch vu trp giup tam ly nhu tham vin/trj
li?u d Viet Nam dang tteri d i phit triin. Theo dd, cic id chirc, trung tam vi

phdng khim tam ly cung cip cic djch vu dinh gii, lham vin/trj lieu lim Iy xuit
hien ngiy cing nhieu, dap iing mdt phin nhu cau trp giiip tam ly cho ngudi din.
Trong qui trinh hinh nghe ttp giiip tim Iy, cic nhi lim ly thudng phai ddi mjt

TAP CHl TAM LV HOC, Sd 11 (212), 11 - 2016


vdi nhihig tinh hudng ddi hdi hp phai cd nhung iing xii phii hop vdi ddng tighi?p
dya tten cic nguyen tic boat ddng ciia nghi lam ly. nhu: chip nhan hay tir chdi
nhin diii lao lit viec gidi diieu, chuyin giao khich hang cho cac ddng nghiep; im
ling hay bio vdi cip tren vi viec ddng nghiep cd nhiing vi pham dao dire; hpp
tie hay trinh hpp tic vdi nhiing ddng nghiep gidi nhung lai cd quan diem va
cich lim viec khic minh, v.v... Thyc ti cho thiv. khdng phii ttong mpi trudng
hpp, cic chuyen vien ttp giiip tam ly diu cd the vira luan thu dao diic nghe
nghiep vira giii dupe mdi quan he tdt vdi ddng nghiep.
Trong Bp Dao dure va Nguyen tic hinh nghi lham van cua Hiep hdi Tham
vin Hoa Ky (ACA, 2014) cd ghi: "Nhd thgm vdn tdm ty chuyin nghiep thira nhgn
rdng, chdt lugng nhirng tuong tdc cua hg vai ddng nghiip cd the dnh hudng din
chdt lugng dig ede dich vumdhg cung cdp cho khdeh hdng. Vi vgy, hg nd lye de
trd nin am hiiu vi nhimg ddng nghiip cd trong vd ngodi linh vuc tham vdn tam
ly. Nhd tham vdn phdt triin nhiing mdi quan hi cdng viie tich cue vd hi thdng
giao tiip vdi cdc ddng nghiep di ndng cao cdc dich vu cho khach hdng" [5, tt.
10]. Cic tic gii Haas, Malouf va Mayerson (1986), ttong nghien ciiu vi "Tinh
hudng nhgy cam dgo due trong thue hdnh tdm ly" chi ra ring, viec dinh gii ve
bin than va ning lue, cich umg xir vdi ddng nghiep nim ttong sd nhiing vin de
khd xir nhit doi vdi cic nhi lam ly [4]. Trong khi dd, nghien cim cua nhdm tic
gii Pope vi Vetter (1992) vi "Tinh hudng nhgy cdm dgo due md cdc thdnh
viin cua Hiep hgi Tdm ly hgc Hoa Ky (APA) gap phdi' cho thiy ring, trong sd
703 sy cd dao dire giy phiin hi, cd 29 ttudng hpp lien quan den iing xir vdi
ddng nghi?p, chiim 4% sd sy cd mi cac thanh vien ciia APA gip phii. Cic

khich thi md ta linh huong nhay cim dao dire ttong mdi quan he vdi cic ddng
nghiep hoic nhihig khd khin khi phai ddi dien vdi nhiing hinh vi phi dao diic
hay giy tdn hai ciia ddng nghiep. Cd nhi lam ly. mic dii luin thii dao diic nghe
nghidp nhung lai cam thiy hdi h|in, bj cd lap vi mit su tin tudng tir phia ddng
nghiep [3].
Trong khudn khd bai viel niy, chiing tdi chi xin neu ra mpt vii khia canh
dao diic niy sinh tir mdi quan he giiia nhimg ngudi cimg lim viec trong mdt td
chure/co sd chim sdc khich hing d Hi Npi.
2. Khich the va phiromg phap nghien ciru
Dya tren cic Bd lieu chuan Dao diic nghe tim ly ciia cic nude nhu Hoa
Ky. Canada, Uc, Philippines, Phip vi Cdng ddng chiu Au, chiing tdi xay dung
m0t bp phiiu diiu tra loin dien ve nhieu khia canh dao diic khic nhau ttong
ling xu ciia cic nhi tam ly hpc thue hinh (iing xit dao dure ddi vdi nghe nghiep,
ddi vdi khich hing, ddi vdi ddng nghiep, ddi vdi td chure, vin de dao diic trong
dao tao/giing day, ttong nghien ciiu va cdng bd). Trong khudn khd bai bio niy.

TAP CHITAM Vif HOC, Sd 11 (212), 11 - 2016


kit qui nghien ciiu chi lap trung vao khia canh iing xir dao diiclvhdng d^o due
ciia cic nhi tam ly hpc diyc hinh lam viec tai mpt sd ttung tam/cn' sd lham \ an
va ttj lieu lai Ha Ndi. Khach thi diiu tra la 55 ngudi (ttong do phdng % an sau 7
ngudi) hien dang lam nghi tham vin/ttj lieu lam Iy ttong 6 Id chirc/lrung tam
diuc hinh chim sdc lam Iy - thi chit cho khach hang d Ha Npi. Muc dich bii
viit la lim rd thyc ttang khia canh dao diic trong irng xir giira nhirng ngudi lam
nghi tro giiip tim Iy trong Id chiic, thdng qua sd lieu diiu tra bang bing hdi va
phdng vin siu.
Cic phiiu diiu tta dupe xu Iy bing phin mim SPSS phieii bin 21.0. Cic
menh di cua ciu hdi dupe danh gii dieo diang diim tir 1 din 4. diim cing cao thi
cang man diu dao diic nghi nghiep. Trong dd: 1 diim = diip; 2 diem =ttiingbinh:

3 diim = cao v a 4 diim = rit cao. Cich tinh cac miic diim luan dni dao diic tuong
ling nhu sau: Mite diip: 1,0 < DTB < 2,0; Mure ttung binh: 2,0 cao: 3,0 < DTB < 3,5: Mirc rit cao: DTB > 3,5 (mpt sd menh di ngupe chiiu da
dupe ddi diem khi xir ly sd lieu).
3. Ket qua nghien ciru
Nhihig vin di dao dire trong mdi quan he giira nhiing ngudi lam nghe ttp
giiip tam Iy trong id chOrc dupe phan Uch tren 6 khia canh: 1) Tdn trpng ddng
nghiep; 2) Vin di canh ttanh ihiiu lanh manh vdi ddng nghiep; 3) Hpp lic/Tu
vin vdi ddng nghiep; 4) Bio mat thdng lin khach hang khi hpp tac/tu van vdi
dong nghiep; 5) Nhin/Gidi thieu khich hang vdi ddng nghiep va 6) Mdi quan he
giim sit vdi ddng nghidp.
3.1. Ton trgng dong nghiip
Trong thuc hinh chim sdc khich hing va hpp tic nghien ciru vi giang
day, nha tam Iy can ldn ttpng ddng nghiep bao gdm ca quan niem, giai phap,
each tiep can va each lim viec ciia ddng nghiSp. Diiu VI/I trong Bp Quy dieu
dao dire cua Hiep hdi cic nhi trj lieu Geslalt chau Au ghi rd: "Nhd tdm ly trao
ddi vdi ddng nghiip trin nguyen tdc Ion trgng, thang than, trung thuc vd tin
tudng" [9]. Cic kit qui nghien ciiu vi nguyen tic ton trpng ddng nghiep dupe
trinh bay d bing 1.
Rd ring, "traa ddi thdng than, trung thue vdi ddng nghiip ve nhirng iru
diim vd hgn chi trong each lam viec cua hp" (tinh hudng 4) la tuan thii dao diic
nghe nghiep, the hien sy ldn trpng ddng nghi?p. Tuy nhien, ket qua diiu tta cho
diiy, cic khich the trong nghien ciru chi tuan thii tinh hudng niy d miic trung
binh (DTB = 2,42). Trong khi dd, linh hudng "khdng thira nhgn nhiing quan
diim, each tiip can vd cdeh lam viie ciia ddng nghiip khi cd khde biit vdi minh"
lai d mOrc rit cao (DTB = 3,54).

10

TAP CHl TAM Lt HOC, &•> I I (212), 1 1 - 2 0 1 6

Bdng 1: Sir tudn thu dgg dire lien quan den tdn trgng ddng nghiip
Ton trong dong nghiep

DTB

DLC

Mirc do

1. Anh/chj khdng thira nhan nhiing quan diem, each tiep
c ^ va each lam viee eiia dong nghiep khi co khae biet vdi
minh.

3.54

0.676

Rat cao

2. Doi lue, anh/ehj cam thay kien thuc, ky nang cua dong
nghiep trong giai quyet van de chua phu hop nhung van giii
im ling de tranh xung dot.

3.02

0,820

Cao

3. Khi anh/chj tin chae rang dieu minh lam la dung, anh/
chj khuyen khich dong nghiep thay doi quan diem, each
lam vi^c theo y minh de tang hieu qua trgr giiip.

2.82

0,825

Trung
binh

4. Anh/chj trao doi thang than, trung thire voi dong nghiep
ve nhOng uru diem va han chi trong each lam viec cua hp.

2.42

0,731

Trung
binh

Diem tong ve sir tuan thii dao dure

2,95

0.360

Trung
binh

Theo chia se ciia mdt chuyen gia ttp giiip tam ly viec gdp y thing thin
vdi ddng nghiep dya tren nguyen tic tdn trpng, chap nhin each lim vi?c ciia
ddng nghiep: "Theo tdi, tdn trpng cd nghig Id khi ddng nghiip Idm viec, minh
phdi chdp nhdn nhiing edi md hp dd vd dang Idm. Niu cd gi cdn phdi gdp y
hay cdn phdi dua ra y kien thi nin ed nhimg budi gap gd di trao ddi rieng
hogc Id dua ra trag ddi trong cdc budi hgp chuyin di chir khdng nen xen vdg
khi ngudi tg dgng Idm hogc di ndi vdi n^udi khde rdng edi ndy ngudi la Idm
sai, Idm khdng diing" (phieu phdng vin sd 3).
Phdng vin sau cho thay, xu hudng cic nhi tim ly mac dii cd nghT din viec
sS khdng im ling khi diiy ddng nghi?p giii quyet van de chua tdt nhung nhiiu khi
hp ciing bd qua dieu niy bdi nhOrig ly do khic nhau, bao gdm ci vi?c "lo sp xiy
ra xung dot vdi ddng nghiep" O cic linh hudng lien quan den tdn ttpng ddng
nghiep, mire dp luan thii dao diic nghe nghiep cua chuyen gia ttp giup tam ly nhin
chung dat d mire tnmg binh (gin dat d mirc cao vdi DTB = 2,95).
3.2. Van di cgnh tranh thieu Idnh mgnh vdi ddng nghipp
Trong hoat ddng trp giiip tim ly, canh tranh khdng lanh manh ciia nhi
lam Iy dupe hieu la hanh v i nghe nghiep ciia hp trii vdi cic chuin myc thdng
thudng V c dao dire, gay tdn hai den lpi ieh hpp phip cua nhi lam ly khic hoic
khich hang. Dieu 23 ttong Dao ly hinh nghi tam ly ciia cic nhi lam ly Phip
neu rd: "Nha tdm ly khdng duge cgnh tranh Ihiiu lanh mgnh vdi ddng nghiip
vd seyiu cdu hg giiip da niu thdy hp cd khd ndng han minh" [2].

TAP CHI TAM Lf HOC, Sd 11 (212), 11 - 2016

II


Cic hanh v i nhu: so sinh djch v u ttp giiip noi minh v di cac noi khic ciia
ddng nghiep, phan lich vdi khich hang nhihig han chi chuv en mdn cua ddng

nghiep... diu li nhiing hinh vi canh tranh thieu lanh manh. Da sd chuven gia
ttp giup tam ly, tham gia dieu tra, deu cho ring minh khdng bao ^id cd hanh vi
phan tich nhimg han che ciia ddng nghiep v di khach hing (chiem 96%) hoic
thinh thoang mdi so sinh djch vu cua minh vdi djch vu ciia ddng nghiep nhim
ldi keo khich hang (chiem 76%).
Vdi linh hudng phdng van sau: "Khdeh hdng cua dong nghiip din gap
bgn vd ndi rdng, ddng nghiip cug bgn lam viec khdng hiiu qud vd ngirdi do
nghi nga ndng lire eua ddng nghiip. Vgy bgn se xu ly the ndo vol khdeh hdng
ciia ddng nghiip ndy?". Kel qui cung cho thay, khdng cd chuyen gia trp giiip
lam Iy nio de cap den viec hp se ndi ve nhiing han che cua ddng nghiep vdi
khich hing. Hau het nhimg ngudi lham gia phdng van sau deu cho rang, hp se
ling nghe phan inh eiia khich hing; dua ra nhiing y kien bao ve ddng nghiep
ciia minh; can nhac xem dieu dd diing vdi ddng nghiep cua minh hay khdng de
CO the cd nhihig gdp y vdi ddng nghiep, v.v... Dieu niy the hien su ton trpng
ddng nghiep vi tdn trpng mdi quan he giira ddng nghiep va khich hang ciia
nhi lam ly. Tuy nhien. thyc te dao diic hanh nghi lai cho thiy, khi khich hing
ciia ddng nghiep phin nan vi ngudi trp giiip ciia minh, niu cd thi trinh dupe,
cic ddng nghiep nen trinh, khdng can dy hoic don giin chi ling nghe va hiia
se truyen dat lai cho ddng nghiep, niu khich hang ddng y. Viec mpt sd chuyen
vien ttp giup ndi ring, minh se dua ra nhirng y kiin bdo vi dong nghiip cua
minh trude khdeh hdng li viec lam cin can nhie. Bdi thyc ti, hp thyc sy khdng
lham gia vao cic ca trp giiip cua ddng nghiep, vi vay hp can giir thii dp trung
l?p vi ton ttpng khi ling nghe cau chuyen phan nin ciia khich hang. Trong
phdng vin siu, mdt chuyen vien lham vin cd chia se ring: "Thue ra, nghi tham
vdn/tri Hiu chua that sir phdt triin, nhdt Id ddi vol nhung ddi tugng cd rdi nhiiu
tdm ly la ngudi ldn, vi vgy it ed su cgnh tranh nghi nghiep. Nhin chung mpi
nguai deu nhin nhau md Idm viic. Khi ed ca khd, co sd thuong mdi chuyin gia
gidm sdt noi khde din giiip. Sau moi budi mpi ngudi ciing xum vdo nghe chuyin
gia phdn tich ca vd cimg nhau thdg lugn" (phiiu phdng van sd 6).
Cd dii ndi, cic chuyen gia trp gidp tim ly dupe nghien ciiu di tuan thu

d^o diic nghe nghiep d miic cao (DTB = 3,32) trong cic tinh hudng lien quan
den sy canh ttanh ihiiu linh manh vdi ddng nghi?p.
3.3. Hgp tdc/Tu vdn vdi dong nghigp
_ Trong thyc hinh nghi, nhi lim ly cd thi gip nhiing khd khin lien quan
den mdi quan h? vdi khich hing, cic vin di nhay cim dao diic nghi nghi?p
cung nhu viec cin thiit phii hpp tic vdi nhiing dong nghiep khic di cimg trp

12

TAP CHf TAM Vf HOC, Sd' 11 (212), 11 - 2016


giiip khich hing. Diiu 3.09, Nguyen tie dao diic vi quv tic irng xir cua APA
ghi rd: "Bdt cir khi ndo cd chi dinh Id cdn thiit vd thich hop. nha tdm ly cdn
hgp tdc vai ede chuyin gig di phue vu khdeh hang cita minh cho hiiu qua" [8].
Kit qui diiu tta vi sy luin thu dao diic ttong hpp tic v di ddng nghiep d bang 2
cho diiy. vdi tinh hudng 1: "Anh/chi hap tdc vdi nhiing ddng nghiep khde di
cimg trg giup cho khdeh hdng ehi khi thuc su can thiit hode duge ehi dinh" la
luin thii dao diic nghe nghiep. Tuy nhien, diem trung binh kel qua tti ldi ciia
khich thi nghien ciiu ttong linh hudng nay chi dat d miic trung binh, liem can
gin vdi miic thip (DTB = 2,28).
Bang 2: Sir tudn thu dga ddc trong viec hgp tdc vdi ddng nghiip
Hgp tac voi dong nghiep

DTB

DLC

Mirc do

1. Anh/chj h<7p tac vdi nhiing dong nghiep khae de
ciing trg giup cho khach hang chi khi thire sif can
thiet ho^c dirgrc ehi djnh.

2.28

0,904

Trung
binh

2. Anh/chj tranh vi$c hgrp tic ho$c thiet l|p mdi quan
h^ co van vdi dong nghifp vi lo sg IQ bi mat eua
khach hang.

1,52

0,707

Thap

3. Anh/chi tranh vifc h(7p tie hoic thiet l$p moi quan
hf eo van vdi dong nghiep vi lo sqt c6 the dan den
xung dot Igri ieh.

1,42

0,731

Thap

Diem tong ve sir tuan thu dao dire

1.74

0,636

Thap

Ve nhihig trudng hpp nha lam ly cin ttinh hop tic hoic thiet lap mdi
quan he cd vin vdi ddng nghiep, Dieu C7 ttong Quy dieu dao dure cua Hiep hpi
Tham van vi Trj lieu tim ly Canada (CCPA) cd ghi: "Nhd thgm vdn cdn trdnh
truong hgp md mdi quan hi hade viec sd huu thdng tin ed the ddn din xung dgt
lgi ich" [8]. Tuy nhien, diem trung binh man thii dao dure d ci hai linh hudng niy
deu thip (xem bing 2).
Tren thyc le, trude khi quyet djnh hpp tic hoic xin tu vin tir phia ddng
nghi?p, cic nhi lam ly thudng can nhie kT ludng viec cd thyc sy cin thiit phai
hop tic hay xin tu vin ddng nghiep? Nhirng Ipi ich mi khich hing ed thi nhin
dupe tir dieu niy li gi? Ai si hpp lie ciing vdi minh? Ddng thdi, cic nha tam Iy
Cling dn tudng vio khi ning ciia minh trong viec han che xung dot Ipi ich vdi
khich hing cung nhu cd ging bio v e bi mat cua khich hing. Cd thi vi nhihig Iy
do niy mi da sd chuyen gia ttp giup tim ly ttinh viec hpp tac/tu vin vdi ddng

TAPCHlTAMLtHOC,Sdll(212). 11 -2016

13


nghiep. Cd dii ndi. cic chuyen gia ttp giup lam ly man dni dao diic d mirc diap
(DTB = 1,74) ttong viec hpp tie vdi ddng nghiep di hd ttp khich hing.

Thuc li, su hpp tic vdi ddng nghiep dat d miic dp thip cdn bao gdm ly
do lien quan din ttinh do ciia cic nhan vien. Mdt sd phdng van sau cho diay,
viec diiiu chuv en gia cd kinh nghiem tiiyc hanh ttong cac to chiic da dan den
tinh ttang cac ddng nghiep khdng tin vio nhau khi dua van de cua khich hang ra
diio luin. Nhu mpt nhi lam Iy chia se: "Khi gap ydn di khd, em khong biit tim at.
a Hd Ndi sd nguoi ed thi that sugiup gidi quyit ehi ed vai ngudi Cd ngudi em
rdt tin tudng nhung em khdng thi eu gpi nhd gidm sdt tnrdng hop mai duge
Trong khi ea quan minh thu tiin, hg lgi giup khong edng Lam nhu thi nhieu cung
nggi Idm" (phiiu phdng vin sd 6).

3.4. Bdo mat thong tin khdeh hdng khi hgp tdc vdi ddng nghidp
Viec bio mat didng tin khich hing c&i dupe duy tti ttong ci qua ttinh
hpp tic/tu vin vdi dong nghiep. Vi nguyen tic, nha tam ly khdng dupe tiet Id
cic thdng tin cd thi din din viec nhan dang khich hang va phii cd sy didng bio
vdi khich hing vi nhiing didng tin mi hp chia se vdi ddng nghiep. Dieu B.8.C
ttong Bp Dao dire vi Nguyen tic hinh nghi ciia ACA cd ghi: "Khi co vdn cho
ddng nghiip, nhd tham vdn khdng duge tiit lg nhirng thdng tin bdo mgt ed thi
ddn din viie nhdn dgng thdn ehd hogc nhiing nguai khde hogc to ehiic trir khi
trude do dd ed sir cho phep hogc viie tiit lg Id diiu khdng thi trdnh duge, khi do
hg chi tiit Id thdng tin trong phgm vi can thiit di dgt dugc ede muc tieu ciia vi^c
ed vdn" [5].
Theo kit qui diiu tta, diem trung binh tuan thii dao diic ttong tinh hudng:
"Anh/chi thong bdo vol khdeh hdng viie chia se thdng tin voi ddng nghiip nhung
khong ndi ro nhung thong tin chia se eu thi vl sg niu khdeh hdng khong dongy se
dnh hudng din hiiu qud hd trg cho khdeh hdng" dat d miic cao (DTB = 3,32).
Trong khi dd, tinh hudng: "Anh/chi tiit Id nhiing thong tin eua khdeh hdng, bao gdm
cdc thdng tin nhdn dgng cho ddng nghiip cimg hap tdc, cd vdn, ngudi gidm sdt khi
thdy diiu dd Id rdt cdn thief cd ket qua chi d miic tmng binh (DTB = 2,58).
Trong sd cac y kien phdng vin sau ve vin de nay, da phan cic chuyen gia
trp giiip tim ly chia se ring, hp ed tuan thu viec bio mat thdng tin khich hing khi

hpp tac/tu vin vdi ddng nghiep. Tuy nhien, nhu mpt chuyen gia ttp giiip tam ly
lim viec vdi cic ddi tupng li ngudi nghien, ngudi nhiem HIV/AIDS chia se ring:
"Bi mdt cua khdeh hdng thi phdi noi thue su Id a day bpn minh chua ddp dng
duge cdi yiu cdu nguyin tac bdo mgt Cdc thdng tin vdn bat buge phdi chia se
cho nhau... Tuy nhiin, cd mot sd thdng tin md minh thuong lugng trude vdi
thdn chii rdng se hodn todn bdo mat. Duong nhiin, nhirng thdng tin do minh se
khdng chia se. Cdn nhiing thdng tin md minh lam lg thi minh ed ndi vdi thdn

14

TAPCHlTAMLtHQCSd II (212), 11-2016


chu rdng vdn di ndy cdn xin y kiin cua nhiiu ngudi niia hogc cung muon tham
khdo y kiin ciia ngudi ndy nguai khde" (phieu phdng vin sd 4).
Tdm lai, khi hpp lac hoac lu van cdng viec, nhiing ngudi lim nghe trp
giiip tam ly dupe khio sit da man thu dao dire d khia canh giii bi mat thdng tin
cua khich hing, kit qua niy dat d mure trung binh (tiem can vdi miic cao DTB = 2,95).
3.5. Nhgn/Gi&i thigu khdeh hdng vdi ddng nghiip
Ve nguyen tic, khi nhan/gidi thieu khich hang cho ddng nghiep, nha
tam ly khdng dupe nhin hay tti bat ky khoin phi gidi thieu nio. Dieu C.5.e
ttong Bp Dao diic vi Nguyen tic hanh nghe cua ACA cd quy djnh rd ve tihChig
khoin thu khdng ly do, nhu: "'Nhd tham vdn khdng Igm dung vai tro cua minh
di tim kiim nhiing khodn thu khong ed ly do, khodn lgi nhudn tir dich vu hogc
hdng hda, ddc biit Id vi tinh cdm hade tinh due" [6].
Bing 3: Su tudn thit dgo due khi nhdn/giai thieu
khdeh hdng vdi ddng nghiip
Nhan/Gioi thifu khach hang

DTB

DLC

Mirc do

1. Anh/chj CO the nhjin phi djch vy khi cung cap khach
hang cho dong nghifp.

3,80

0,495

Rat cao

2. Anh/chj can thanh toan phi djch vu khi nhan khach
hiing tir dong nghifp.

3,44

1,013

Cao

3. Khi gidi thifu khach hing cho dong nghifp, anh/chj
quan tim den n&ng lire trg giup khach hang eua dong
nghifp.

3,22

0.932

Cao

4. Anh/chj khong gidi thif u khich hang cho nhiing dong
nghifp cd moi quan hf vdi khach hang.

2,38

1,159

Trung
binh

Diem ting ve sir tuan thii dao dire

3.21

0333

Cao

Trong bing 3, vdi tinh hudng 1: "Anh/chi ed thi nhdn phi dich vti khi cung
cdp khdeh hdng cho ddng nghiip" (DTB = 3,80) vi tinh hudng 2: "Anh/chi cdn
thanh todn phi dich vu khi nhgn khdeh hdng tir ddng nghiip" (DTB = 3,44). Ci
hai dnh huong niy diu khdng luin ihii dao diic nghi nghiep vi kit qui khio sit
cho thay, cic nhi tam ly cd mire dp luin thu dao dire (di ddi diim) dat d mirc rit
cao vi cao. Trong dd, ty le nhin vien ttp giiip thinh thoang hoic khong bao gid
nh$n phi khi gidi diieu khich hang chiim 95,92% vi tti phi khi nhan khich hing
chiim 86,0%.
TAPCHlTAMLyHOC,Sdll(212), II -2016

15


Trong Bd Quv diiu dao diic eiia Hiep hdi cic nha lim ly hpc Phillipp'nes
(PAP)cd quv dinh d Diiu ILE - Uy thic cdng viec cho ben khic, ring: "Trong
trudng hgp uy thde cdng viie cho nhdn viin, nguai dugc gidm sdt hogc trg ly
nghien eiiu, trg gidng hode khi sir dung ede dich vu cua bin khde, chdng hgn
nhu phiin dich, chiing ta se thue hien cdc budc: (I) Trdnh iiy thde cdng viec c
nhiing ngirdi cd mdi quan hi da chiiu voi nhung nguoi dang dirge hudng dich
vu. Viie lam ndy de ddn tdi su lam dung vd mdt di tinh khdeh quan; (2) Chi uy
thde cho hg nhiing nhiim vu trong phgm vi hg co nang luc trin eo sd ddo tgo
tap hudn hay ed kinh nghiem hgge cd nang luc lam viie dpc lap hogc duge gid
sdt vd (3) Phdi biit dugc hg cd du ndng luc thuc hien dich vu do" [6]. Nhu vay,
khi gidi thieu khich hing cho ddng nghiep, nhi tam Iy cin quan tam den ning
lyc ciia ddng nghiep dd, ddng thdi phii ttanh nguy co dan den mdi quan h? da
chiiu giiia ddng nghiep vdi khich hing. Kit qua d ttong tinh hudng 4 (bang 3):
"Anh/chi khdng gidi thiiu khdeh hdng chg nhirng ddng nghiip cd moi quan hi
vdi khdeh hdng" dat d mute cao (DTB = 3,22) ve tuan thu dao dire cua nhOng
ngudi thyc hinh trp giiip tim Iy. Ket qua diem trung binh ve tuan thii dao diic
trong linh hudng 3: "Khi gidi thieu khdeh hdng cho ddng nghiip, anh/chi quan
tdm din ndng luc trg giup khdeh hdng eiia dong nghiip" chi xep d miic trung
binh (DTB = 2,38).

Phdng vin sau tinh hudng: "Mgt ddng nghiip sau khi nhgn khdeh hdng
do chi gioi thieu da di nghi trd cha chi mpt khodn phi giai thieu, ehi xir ly tinh
hudng ndy nhu thi ndo?" Kit qua lai cho thiy, khdng cd nha lam ly nao noi
ring minh nhin phi gidi thieu lit phia ddng nghiep. Tuy nhien, theo hp, viec tta
phi gidi thieu khich hing chi xay ra giita cac trung lim vdi nhau vi theo thda
thuan ma hai ben di thdng nhal tir trude. Nhu chia se ciia mpt chuyen vien:

"KM minh giai thiiu khdeh hdng cho mpt ai do thi diiu ddu tiin Id minh phd
biit ve hp, trao ddi, lam viie trude vai hp. Con viec hg cd ddng y su gidi thiiu
eiia minh hay khdng vd niu ddng y thi gidi thiiu a mirc nhu thi ndo, phuong
thire ra sao vd trong do cung cd ed vifc la hp thu phi vd hg trd lat phi cho min
nhu thi ndo dd. Thdng thudng, vol ddi tdc thi bin chi ciing da cd nhiing su thd
thudn trude. Phdi ed thda thugn birde thi minh mdi gidi thiiu" (phiiu phdng vi
sd3).
Nhu viy, khi gidi dii?u khich hang cho ddng nghi?p, cic nhi tim ly di
quan tam din ning lyc chuyen mdn cua ddng nghi?p ciing nhu cic phim chit
cin diiet de cd die ttp giiip cho khich hing mi minh gidi thi?u. Kit qui diiu
tra chung cho diiy, cic chuyen gia ttp giiip lam I^ di tuin thu A^o dire nghe
nghi?p d miic cao (DTB = 3,21) vi cic linh hudng lien quan din vi?c nhan/gidi
thi?u khich hang cho ddng nghiep.

•6

TAP CHf TAM Lf HOC, Sdi I (212), I I -2016


3.6. Moi quan he trong gidm sdt dong nghiep
Giam sit li mdt hoat ddng ttp giiip chuyen mdn cho cic nhi tam Iy mdi
vao nghi, cic chuyen vien hay cic sinh vien cudi khda nham inyc dich giiip dd
hp ngay cang vung ving hon ttong cdng viec ciia minh. Cu the, ngudi giim sit
tap trung ning cao ning lue va thai dp lim viec cho ngudi dupe giarn sal, qua
dd, giup hp ling cudng nang luc giii quyet vin de ciia khach hang de dan tien
tdi ddc lip ttong cdng viec.
Di cd thi tao diiu kien diuan lpi cho su phat ttiin ning lyc chuyen rndn
cua ddng nghiep, nha tam ly thyc hien cic trich nhiem giim sit ddi vdi ddng
nghiep, ddng thdi hp xii ly nh&ng tinh hudng niy sinh mang tinh chit dao diic
ttong mdi quan he giim sit. Kit qua diiu tta cho thay. miic dp tuan thu dao dire

ttongtinhhudng: "Anh/chi gidp hp tdng cudng kiin thue vi dgo dux: nghi nghiip
vd tiiu chudn hdnh nghi" xep d mirc cao, gin ranh gidi mirc trung binh (DTB •
3,04). Trong khi dd, nhiing ngudi diam gia nghien ciiu dinh gii viec tuan thii dao
dire trong hai tinh hudng: "Anh/chi ehi dua vdo cdc quy tdc hdnh nghi de gidm sdt
ddng nghiep" (DTB = 2,96) vi "Anh/chi dua ra nhiing trdeh nhiim yd nghia vu
khde nhau ddi vdi timg ddi tugng md minh gidm sdf (DTB = 2,56) deu dat d mirc
trung binh.
Khi nhie din mdi quan h? giam sal, dieu can quan lim d khia canh dao
dire la cic nha tam ly can trinh tao ra mdt mdi quan he hai chieu. Dieu F7
Quy dieu dao diic ciia Hiep hdi Tham van vi Trj lieu tam ly Canada (CCPA)
cd ghi: "Nhd tham vdn ddo tgo - gidm sdt tgo dung mdi quan hi vdi sinh vien,
hpe viin, ngudi duge gidm sdt sao cho phii hgp vdi khudn khd quy dinh, trdnh
mgi quan hi da chiiu" [8]. Theo do, tinh hudng: "Anh/chi trdnh mgi mdi quan
hi hai chiiu khi gidm sdt chuyin mdn" li min thii dao diic nghe nghiep. Kit
qui nghien ciiu chi dat d mure trung binh (DTB = 2,6). Dieu niy cd nghTa Ii
ttong mdi quan he giim sit vdi ddng nghiep, cae nha tam Iy cd the di de cdng
viec va tinh cim dan xen vio nhau.
Trong phdng van siu, cic chuyen gia trp giiip tam ly deu de cap den
vi?c hp giim sal ddng nghiep dya tten cic lieu chi nhu: tinh thin hpc hdi; thii
dp lim viic; thai dp vdi khich hang va vdi ddng nghiep khic. Ngoai ra, cd
chuyen gia chia se, hp cdn dinh gia ddng nghiep tten nhiing lieu chi khic niia,
vi dy: "Tdi gidm sdt tinh thdn lam viic, gig gide Idm viie, thdi dp trgng qud
trinh trao ddi Idm viie. Khi khdng gidm sdt thi minh se quan sdt xem hp lam gi,
hp lim hiiu sdeh vg di dgc hay Id hg lgi lam viic riing. Khi md hg nghe minh
hirdng ddn rdi thi minh xem hp cd nhiing thay ddi hogc nhimg cdi md hp da mde
TAPCHlTAMLyHC)C,Sdll(212), 11-2016

17

phdi thi ho ed tiip tuc mde nira hay khong. Niu nhu minh ndi vdi hg rdi sau do
minh thdy hg Idm tdt rdi khdng thdy ldi ddy nira thi minh ddnh gid cao dieu do'
(phieu phdng v in sd 3).
Cic kit qui phdng vin sau diu toil len ring, cd su lin Ion gifta v iec
dinh gia nhan cich, chuyen mdn vi diii dp lao ddng cua ddng nghiep vdi giim
sit chuyen mdn d nhumg ngudi dupe chiing tdi phdng van. Thyc te, hai ho^t
ddng nav la rit khic nhau. Hien nay, d Viet Nam chua cd bd quy dieu dao diic
nghi nghiep diong nhit cho nhi lam ly ttong hoat dpng nghe nghiep, trong dd cd
giim sit chuyen mdn. Do dd, mdi Id chiic, co quan se dua theo bd quy tic d?o
diic rieng ciia minh di giim sit, dinh gii nhan vien, trong dd tap ttung chii yeu
dinh gia diii dp lao ddng va hieu qua lao ddng ma mdi ci nhan dem lai cho co
sd cua minh. Cd thi ndi, ngudi lam nghi trp giiip tam ly ttong nghien cim nay
da luin diu dao dire nghi nghiep d miic ttung binh (DTB = 2.79) ttong viec thyc
hi?n cic ttich nhiem giim sit (thyc chit Ii danh gii) ddng nghi?p.
4. Ket lu|n
Trong mdi ttudng lim viec tai cic Id chiic/lrung lam djch vy chim sdc
siic khde tam thin, cac nhi lham vin/trj li?u khdng chi dit minh trong mdi
quan h? vdi khich hing mi cdn vdi lit ci cic ddng nghiep khic. Dieu niy cd
dupe la do cic chuyen gia ttp giiip tim Iy da ip dung nhChig quy tic dao diic
cin bin dupe quy djnh ttong Id chirc/co sd hanh nghe ciia minh, van dyng
nhihig kiin thiic vi dao diic thu dupe tir trudng hpc vi tir thyc li kinh nghi?in
lim vi?c ciia moi ci nhan.
Kit qui dinh gii chung ve viec tuin thii dao diic nghe nghiep ciia nhihig
ngudi lim nghe trp giup tam ly dupe dieu tra chi dat d miic trung binh. Trong
dd, sy tuin thii d^o dire tdt nhat - dat miic cao ddi vdi cic tinh hudng lien quan
den vi?c nhan/gidi thieu khach hing cho ddng nghi$p vi cic tinh hudng ve canh
ttanh thieu linh manh vdi ddng nghiep. Miic dp tuan thii dao diic nghe nghidp
thip hon (d^t d miic trung binh c^n vdi ngudng cao d cac tinh hudng lien quan
den ldn trpng ddng nghiep; bio mat thdng tin khich hing khi hop tic vdi dong
nghi?p vi ttong yi?c thyc hien ttach nhiem ciia nha giim sit chuyen mdn vdi

ddng nghiep. Cudi ciing, muc dp luan thii dao dire cua ngudi lim nghi trp giiip
diip nhit khi hpp tic/tu van vdi ddng nghiep. Trong dd, mirc dp min thu dgo
diic cua ngudi lim nghi ttp giiip lam Iy die biel thip d 2 tinh hudng Ii: ttanh
hpp tic hoic diiet lip mdi quan he co vin vdi ddng nghi?p vi lo sp cd thi din
din xung dpi lpi ich vi vi lo sp Id bi mat ciia khich hing. Cic kit qui nghien
ciru niy li nhihig gpi y ttong viec xay dyng bd quy tic img xu cho ngudi thyc
hinh tim ly d Viet Nam.

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TAPCHlTAMiyHOCSd 11 (212), 11 -2016


Tai lieu tham khao
1. Tiin Thi Minh Diic, Gido trinh Tham vdn, NXB Dai hpc Quoc gia Ha Npi, 2009.
P Luu Huy Khanh, Dgo ly hdnh nghi tdm ly (NhOng diiu khodn quy dinh dgo ly hdnh
nghi) cua cdc nhd lam ly hpc Phdp, Thdng tin Khoa hpc so 01/02/2003, Trung tam
Nghien ciru Tam ly va Tam benh ly tte em N-T, 2003.
3. Kenneth S. Pope, Valerie A. Vetter, Ethical dilemmas encountered by members of
the American Psychological Association: A national survey, American Psychologist,
Vol. 47 (3), pp. 397 - 411, Mar 1992.
4. Leonard J. Haas, John L. Malouf, Neal H. Mayerson, Ethical dilemmas in psychological
practice: Results ofa national survey. Professional Psychology: Research and Practice, Vol.
17 (4), pp. 316 - 321, ©5ounials/pro/l 7/4/316/, Aug 1986.
5. Code ofEthics & Standards of Practice (As Approved by ACA Governing Council,
1995), American Counseling Association (ACA), />default -source/libtary-archives/archived-code-of-ethics/code-of-ethies-1995.pdf?sfvrsn=2.
6. Code of Ethics for Philippine Psychologists, Psychological Association of the Philippines
(PAP), Scientific and Professional Ethics Committee, http7/www.pap.org.ph/includes/view/
defaultAiploads/code_of_ethics_pdf pdf, 2008 - 2009.
7. Ethical Principles of Psychologists and Code of Conduct (Including 2010 Amendments),

American Psychological Association (APA), 2010.
8. Code ofEthics - Canadian Counselling and Psychothercpy, CCPA ht^://www.ccpa-accp.ca/
wp-ontent/uploads/2014/10/CodeofEthics_en.pdf
9. Quy diiu dgo due cita Hiep hpi cdc nhd tri lieu Geslalt chdu Au (Ding Hoang Ngan
dich). n/#/codededeontologie/3331213.

TAPCHlTAMLtHOCSd 11 (212). 11-2016

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