1. Stress relationnel et distance au public De la relation de service à la relation d’aide
- Author
-
Jean-Marc Weller
- Subjects
Sociology and Political Science ,Reception Work ,Social Service Users ,Sida ,Accueil ,Stress ,Service Relation ,Aid Relation ,Association ,AIDS ,Usagers ,Industrial relations ,Burn out ,Burnout ,Relation de service ,France ,Relation d’aide - Abstract
Cet article est consacré aux tensions relationnelles des métiers de contact, à partir de l’étude du travail d’accueil des militants d’une importante association de lutte contre le sida. Il s’intéresse en particulier aux théories que les militants mobilisent pour rendre compte et donner sens à ces tensions. Ces théories, qui renvoient elles-mêmes à des approches consacrées du « stress relationnel » et de l’épuisement des intervenants d’aide (burn out), ne sont pas sans contradictions. En référence aux travaux de la psychopathologie du travail et aux approches de la « cognition distribuée », l’auteur déplace la discussion pour proposer une perspective originale qui, sans disqualifier les théories indigènes, éclaire plus largement l’épreuve du public et le réglage de la distance. What kinds of tensions arise in jobs involving human contacts? And what forms of stress are associated with them? To answer these questions, study has been made of the work performed by the activists in a major French AIDS organization who receive the public. Attention is focused not only on the difficulties that crop up in dealing with the public but also on the theories activists use to explain and give meaning to them. These theories, which fit into established approaches to “relational stress” and burnout, do not lack contradictions. By referring to studies in the psychopathology of work and adopting an approach in terms of “distributed cognition”, discussion can be shifted toward an original perspective that, without discrediting activists‚ explanations, shed much more light on handling relations with social service users and managing to keep the right distance with one’s job.
- Published
- 2020