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| Preface | |
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| Setting the Stage | |
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| Understanding Ourselves | |
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| Understanding the Human Condition | |
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| Working with Ethnic Diversity in a Pluralistic Society | |
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| Developing and Maintaining Communication with People | |
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| Establishing and Using Helping Relationships | |
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| Using the Basic Problem-Solving Process | |
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| Developing an Eclectic Approach to Practice | |
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| Utilizing Skills and Techniques | |
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| Working with People in Groups | |
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| Dealing with Vulnerability, Dependency, and Resistance | |
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| Getting It All Together | |
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| References and Related Readings | |
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| Preface | |
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| Setting the Stage | |
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| The Increasing Size and Changing Makeup of the Population | |
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| The Permanent Face of Pluralism | |
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| The Toll of HIV/AIDS | |
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| The Changing Healthcare Scene and Managed Care | |
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| Changes in the Family | |
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| Continuing Poverty and the Growth of the Working Poor | |
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| The Impact of the Internet and Electronic Information Technologies | |
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| The Trend to Privatize Human Services | |
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| The Indelible March of Terrorism | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Understanding Ourselves | |
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| The Nature of Human Service | |
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| Learning to Know and to Use One's Self | |
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| The Impact of Culture | |
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| The Impact of Personal Needs | |
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| How Do I Think and Feel about Myself? | |
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| How Do I Deal with My Own Fundamental Needs? | |
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| What Is My Value System, and How Does It Define My Behavior and My Relationships with Other People? | |
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| How Do I Relate to the Society in Which I Live and Work? | |
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| What Is My Lifestyle? | |
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| What Is My Basic Philosophy? | |
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| What Do I Present-and Represent-to Those with Whom I Work? | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Understanding the Human Condition | |
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| The Biological Heritage | |
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| The Social Heritage | |
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| The Spiritual Heritage | |
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| The Family | |
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| The Social Group | |
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| The Peer Group | |
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| The Workplace | |
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| The Importance of Socialization | |
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| The Person as an Individual | |
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| Personality Theories | |
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| Psychoanalytic Theory | |
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| Feminist Theories | |
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| Learning Theory | |
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| Humanistic Holistic Theories | |
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| Other Theories | |
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| Brief Therapies | |
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| "Personal" Personality Theory | |
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| The Concept of the Tripartite Personality | |
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| Perception | |
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| Integration | |
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| Adaptation and Execution | |
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| The Concept of Defense Mechanisms | |
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| The Concept of Developmental Stages | |
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| The Concepts of Stress, Balance, and Coping Ability | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Working with Ethnic Diversity in a Pluralistic Society | |
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| The Language of Ethnic Diversity | |
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| Ethnic Diversity: Population Highlights about Our Pluralistic Society | |
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| Expressions of Ethnicity | |
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| Preparation of Workers | |
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| The Use of Systems Theory | |
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| Applying Concepts from Systems Theory to Working with People | |
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| Families as Systems | |
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| Putting It All Together: Using a Systems Perspective with an Ethnic-Sensitive Focus | |
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| The Worker's Social Responsibility | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Developing and Maintaining Communication with People | |
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| Basics for Clear Communication | |
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| Nonverbal Communication | |
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| Tone of Voice | |
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| Facial Expression | |
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| Silence | |
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| Gestures and Movements | |
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| Physical Appearance | |
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| Body Sounds | |
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| Demeanor | |
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| Touch | |
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| Environment | |
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| Verbal Communication | |
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| Electronic Communication | |
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| Communication by Symbols | |
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| Interpreting Communications | |
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| Perception | |
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| Context | |
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| Culture | |
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| Communication of Ideas | |
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| Diffusion | |
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| Communication in Interview and Discussion | |
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| Interviews | |
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| Discussion | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Establishing and Using Helping Relationships | |
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| Characteristics of Helping Relationships | |
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| Accepting | |
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| Dynamic | |
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| Emotional | |
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| Purposeful, Time-Limited, and Unequal | |
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| Honest, Realistic, Responsible, and Safe | |
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| Authoritative | |
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| The Phases of a Helping Relationship | |
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| the Beginning | |
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| the Middle | |
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| the Termination | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Using the Basic Problem-Solving Process | |
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| Why and How People Change | |
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| Structure of the Helping Process | |
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| Engagement | |
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| Assessment | |
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| Definition of the Problem | |
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| Setting of Goals | |
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| Selection of Alternative Methods and an Initial Mode of Intervention | |
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| Establishment of a Contract | |
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| Action Leading to Desired Goal | |
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| Evaluation | |
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| Continuation or Termination | |
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| Using the Problem-Solving Process When Ethnic Differences Are Involved | |
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| Two Case Studies in Use of the Basic Process | |
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| Basic Process 1 | |
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| Basic Process 2 | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Developing an Eclectic Approach to Practice | |
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| Development of a Working Model | |
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| Illustrations of Models for Eclecticism | |
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| Specialist or Generalist? | |
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| Consultation | |
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| Referral | |
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| Making Referrals Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Utilizing Skills and Techniques | |
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| Skills | |
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| Differential Diagnosis | |
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| Timing | |
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| Partialization | |
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| Focus | |
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| Establishing Partnership | |
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| Creating Structure | |
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| Techniques | |
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| Small Talk | |
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| Ventilation | |
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| Support | |
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| Reassurance | |
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| Advocacy and Social Action | |
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| Confrontation | |
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| Conflict | |
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| Manipulation | |
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| Universalization | |
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| Advice Giving and Counseling | |
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| Activities and Programs | |
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| Logical Discussion | |
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| Reward and Punishment | |
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| Role Rehearsal and Demonstration | |
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| Crisis | |
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| Touch | |
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| Mechanical Devices | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Working with People in Groups | |
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| Definition | |
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| Common Characteristics of All Groups | |
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| Natural Groups | |
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| The Family | |
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| Reference Groups | |
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| Working with Natural Groups | |
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| Formed Groups | |
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| Guide for the Formation of Groups | |
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| The Worker and the Group | |
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| Human Service Teams | |
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| What Is a Team? | |
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| How Are Teams Formed? | |
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| Team Purpose | |
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| Team Climate | |
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| Team Size and Composition | |
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| Team Communication | |
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| Team Roles | |
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| Working Process of Teams | |
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| A Yardstick for Team Analysis | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Dealing with Vulnerability, Dependency, and Resistance | |
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| Vulnerability | |
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| Dependency | |
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| The Flexible Continuum of Interdependence | |
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| Two Aspects of Interdependence | |
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| The Role of the Worker | |
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| Social Change | |
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| Relationship Role | |
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| Resistance | |
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| The Role of the Worker | |
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| Use of Resources | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| Getting It All Together | |
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| Burnout | |
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| Being Aware of Social Change | |
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| Securing Basic and Ongoing Learning | |
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| Selecting a Field of Practice | |
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| Managing Workload | |
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| Maintaining a Personal Value System | |
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| Developing a Healthy Personal Life | |
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| Summary | |
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| Chapter Review | |
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| MySearchLab Connections | |
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| References and Related Readings | |