A concern : - quite recent - little theorized - which is relevant - - PDF document

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11/24/2016 Madrid, 24-25 November 2016 Social Dialogue Committee for Central Government Administration Yves Grasset Consultant Doctor of Sociology A concern : - quite recent - little theorized - which is relevant to mental

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11/24/2016 1 Madrid, 24-25 November 2016

Social Dialogue Committee for Central Government Administration Yves Grasset Consultant – Doctor of Sociology

A concern :

 - quite recent  - little theorized  - which is relevant to

mental health

 - which made it

possible to take into account the PSR

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 - for the employee : health, psychological balance, self-

esteem, sense of work, confidence,…

 - for the team : recognition of tensions, induced

adjustments, cooperation, loss of confidence, ...

 - for the organisation (entreprise, administration) :

Image of provided service, media, degraded output, absences, refusals and avoidances, right of withdrawal, strikes, ... ... Violence : both a personal and collective experience

A prerequisite: knowing how to differentiate conflict and violence



Physical aggression



Threat



Insult, intimidation, revenge



Emotional blackmail (threat of suicide in case of refusal)



Attempted racketeering



Theft or degradation of equipment

... affecting one or more public employees in the performance

r in connection with their duties

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Services and relational occupations Face to face client / user / offender / patient / resident Differential exposure to violence due to activity:

is part of the job (public order, control)
is a risk inherent in the job (banking, trade, caregivers)
is a risk incurred (local healthcare insurance/CPAM ,

social permanence) ... determining role of occupational standards and work collectives

10 20 30 40 50 60 Assaulted

ver the

last 12 months Controller at the Post

ffice

Bank employee Security Agent Social Worker Bank Executives Hostess Seller Worker at the post

ffice

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5 10 15 20 25 30 35 FPH FPT FPE Transp.Other serv

Bat. ind. agri

F H Ens Série 1 Série 2 Série 3

From Incivility to Violence

Situation Physical Integrity Institution Competences Moral Integrity

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 Nervousness, annoyance, guilt  Hyper-vigilance  Irrational behaviors: trivialisation or dramatisation  “Postponed" anger  High expectations regarding the institution  Loss of confidence in the hierarchy  Doubts about the relevance of the rules  Feelings of isolation  Heavy or even noxious atmosphere in the team  Rejection of others, amalgams, racism  Sorting in the users category (Loriol)  Return to prescription, relational disengagement  Wild adaptation of occupational rules  Anxiety, demotivation, loss of self-confidence,

devaluation, fatigue

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 Desertion and avoidance by the public (anxiogenic

places)

 Recruitment difficulties  Request for material recognition of the risk  Inaudible organisational projects (development

/insecurity)

 Contradiction btw advertising and public image  Negative Collective image : refusal to say where I work  Implementation of the right of withdrawal  Strike threat – Strike  External call (public authorities, media, ...)  Doubt about the institution: demand for "ever more“  Desertion and/or avoidance, request for transfer,

resignation

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 Responsiveness and follow-up required  Incarnation is essential  Caution with the approach based on numbers,

measures

 Caution to the “postponed" prescription which is

paradoxical or even impossible to apply

 Violence does not impact only people who seem to

have been directly victimized

 Who does what when incident? (Management,

direction, health and safety committee)

 Care (defusing, debriefing,)  Complaint (conditions, accompaniment)  Early internal and external communication  Maintaining contact when leave (who, how)  The re-induction  Training  Preventive measures  …

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