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Bibliography
Beyond the stress in the work: a sociology of the civil servants in the contact of the users Ramonville Saint-Agne : Ed. Erès, DL 2008
Summery : If the stress sometimes appears as a junk and tarnished notion, it remains a way common to qualify the faintness(malaise) of the workers, in particular those who are in connection with the public. It is also a notion more and more invested(surrounded) by a set of political, scientific and economic actors, carriers of heterogeneous objectives. What are the consequences of these social uses(practices)? How the stakes which structure the speeches on the stress do they articulate in the experiences(experiments) lived in the work, in the concrete layout(organization) of the activities? Such is the starting point of this work: not a frontal exploration and, it is necessary to tell it, a little bit depressing of the stress leading(driving) to a catalog of more or less unfortunate working situations, but well a will to describe the social uses(practices) to which he(it) gives rise. The authors propose here another way of speaking about the stress in the work which avoids the usual psychological readings standardized to enter in a concrete way the peculiarities of each of the studied professional activities, those of the agents of public services in the contact with the users.
You said "user"? : The report of use in social action Paris: ESF éd on 2015 of Roland Janvier Summary: a debate crosses the field of the medical and social action around the expression "user": the term is often questioned. Some want to abandon him because he would be stigmatizing, others criticize the forced status which he means or still find him reducing in the only administrative link. This work would want to open other perspectives by integrating the notion of report of use as central element of the relation of help. What do we hear by "report of use"? It is about the way beneficiaries of social or medical and social interventions, but also participants(speakers), " make use " of devices(plans) sociotechniques of coverage(care) or support(accompaniment). Against the charge made for the technicization of the social work to corrupt the relational quality between participants(speakers) and beneficiaries, the consideration of the report(relationship) of use(custom) rehabilitates(discharges) the mediation technical as support(medium) of the exchange. To make use of a device(plan) establishes a triangular relation between the professional, the technical support(medium) and the user itself, who is similar to a balance of power: the user is not any more a simple user but an actor registers in a strategy, in a social report(relationship). Being supported on the analysis of the engineering of the law not 2002-2, tools by resulting (notebook of welcome, contract of stay ...), of the evaluation, the associative newspapers, but also the word of the users themselves on the Internet (blogs, forums ...), the author demonstrates that the technical report which is established in the social and medical and social institutions can allow the users to develop their power to act. At the heart of the debate, this work proposes a change of point of view which opens new perspectives. The technicization, which characterizes the evolution of the social work, would be an opportunity to re-base(re-establish) the relation of help(assistant): another way " to make together ", to create of the link, to position some with regard to(compared with) the others and, finally, to make "good use" of devices(plans) sociotechniques.
The construction of the social: suffering, work and categorization of the users in the public action(share) Marc Loriol . - Rennes : Presses universitaires de Rennes, DL 2012 Summary: The 4th of coverage indicates: "the notion of "construction sociale "is fashionable in the different social sciences and encountered frequently research tracing or proclaiming "la construction ", "l'invention,"the "naissance ", the "production"or even the "fabrication "of this or that phenomenon. But in most of the texts where it is used, the notion of "construction sociale" not is neither developed nor clarified in it--even, as if it was taken for granted, even though it seems understood differently from one author to another. " For Ian Hacking, say that the phenomenon or the institution X is socially constructed means that X is not natural, inevitable and that he could be another or do not exist in another social or historical configuration, but that X is usually required for natural, acquired, stable or defined once for all. Constructivism is inspired by the metaphor of the construction to apply heuristic way to phenomena which are not usually thought as well. After criticizing the assimilation of Constructivism to subjectivism or relativism, this book first offers a typology of the constructivist approaches. It is then applied to the study of psychosocial risks at work: definition of the situation and of the harshness of the work, career and labelling in the Organization of the people "stressees"or "souffrance". institutionalization of the clinical categories such as stress, the UM out or chronic fatigue syndrome. Construction of ill-being at work in trades with a public (nurses, social workers police, machinists recipients, etc.) is brought into connection with the work of categorization of users or customers by the street level bureaucrats. To give meaning to their business and manage the difficulties of the work, front-line officers are required to label and sort the people they serve. Examples of work nursing, police patrols aid the decision-making in charge of youth at risk or frail elderly can show how the format and the stereotypical users (patients, offenders, young people, older people) change "by the bas" the principles and effects of public policies accomplished. "
CHAUVIERE, Michel, GODBOUT Jacques-T (1992), Users between market and citizenship pin
Another place for users? : Intervening in the social and medico-social sector BARBE Laurent, (2006) Summary : The social and medico-social sector, which covers various fields (child welfare, disability, people in social difficulty, the elderly), has been subjected for years to a constant legislative and regulatory evolution affirming the right of users. This phenomenon, far from passing or peripheral, is at the heart of major social evolutions, linked to the emergence of a contemporary individual more demanding in his relationship to institutions. Recently, Act 2002-2, designed to unify the regulatory system of all social and medical-social establishments, has made the issue of user rights a central theme, by imposing structures for different information and consultation tools . Giving a greater place to the people in the action carried out implies both the development of an ethics and collective know-how, in a relationship emphasizing the alliance with the user as well as the technicality of the structures. Encouraging this movement is potentially an important lever for renewing practices and motivations. This book offers a lot of examples. This book offers a reflection on the stakes of this evolution, the obstacles to be avoided, the avenues to be explored and the know-how that can be developed in the structures and services, so that this place of the user within the action carried out progresses.
Relationship services; New uses, new users: banking, hospital, post office, etc pin - February 23, 2010 Summary: Services relationships have changed greatly in recent years under the triple impact of the requirements and expectations of clients-users, growing mobilization of new modalities of interaction through innovative technologies as well as the use to new forms of mobilisation of human resources (skills management, evolution of work and organizations, new management methods.). Relations services constitutes a benchmark study on the emergence of new uses and new users in service relationships, now at the center of the economic development of Western countries Relations services is a benchmark study on the emergence of new uses and new users in service relations, now at the center of the economic development of Western countries. Based on an open and multidisciplinary lighting coming from areas such as the psychology of work, ergonomics, management sciences or sociology of work, this book provides an overview of the different dimensions and developments that are played within the relationship of services as well as the concepts and methods necessary for the analysis and understanding of the phenomena studied. By its plural and complementary approaches, this book will appeal to a wide audience: -Students of Master (in psychology, ergonomics, HRM, sociology of work, management, marketing and economy of services.) - business private and public practitioners (managers and executives, practitioners in training, psychologists work, HR managers, specialists of marketing, methods and organization leaders) - teacher-researchers and trainers in the areas concerned
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