A有關(guān)服務(wù)對(duì)象個(gè)人資料和環(huán)境資料的收集

B對(duì)服務(wù)對(duì)象問(wèn)題進(jìn)行全方位的診斷

C傾聽(tīng)服務(wù)對(duì)象的要求并且建立專業(yè)關(guān)系

D對(duì)服務(wù)對(duì)象問(wèn)題進(jìn)行橫向和縱向的分析和預(yù)估

E鼓勵(lì)并且增強(qiáng)服務(wù)對(duì)象改變問(wèn)題的信心