Mário César Ferreira

Só de pensar em vir trabalhar, já fico de mau humor: atividade de atendimento ao público e prazer-sofrimento no trabalho

The paper approaches the interrelation between public costumer service activity and pleasure-suffering existences at work. Interdisciplinary perspective is used in this investigation, through a dialogue between Francophonic ergonomics and psychodynamics. Categories as public costumer service, activity, work load support ergonomic theoretical reference and pleasure-suffering psychodynamic. The research took place at a public institution of Distrito Federal with 64 subjects. The methodology articulates qualitative and quantitative techniques to collect and analize data, using Ergonomic Analysis at Work and the Pleasure-suffering at Work Scale. The results demonstrate that work activity constitutes one of explanatory elements for predominance of suffering of costumer service attendants. It is a exploratory study that seeks the interface between two disciplines, establishing some perspectives for new studies.

Gestão de Qualidade de Vida no Trabalho (QVT) no serviço público federal: o descompasso entre problemas e práticas gerenciais

Programs of Quality of Life at Work (QLW) have been increasing significantly in the last years. However, the profile of QLW practices in Brazilian public organs remains little explored. This research aimed at characterizing the QLW practices in 10 federal public organs. A documental analysis and semi-structured interviews were performed. The data were treated by content analysis, thematic categorical modality. Results show that QLW practices are characterized by a clear unbalance between existing problems and activities done, with an assistencialist bias to the QLW approach, which considers the employee as the adjust variable. The data analysis provides important elements to build a work agenda, as academic as organizational, with a preventive nature of the QLW approach.

Carga de trabalho e rotatividade na função de frentista

The article approaches the interrelation between work load and systematic turnover in a social-technical scenario of a gas station public customer service. The Francophonic focus on the study of this theme articulates three complementary analytical dimensions: public attendance service; discrepancy between prescribed task - real work; and the physical, cognitive and psychic compounds of the work load. The results suggest a preliminary understanding of turnover, which contrasts to the institutional argument of the workers non adaptability, emphasizes the multifunctional role of the employee and the cognitive overload required to the execution of the function.

As estratégias operatórias e a gestão da informação no trabalho de enfermagem, no contexto hospitalar

O estudo analisa as estrategias operatorias de gestao da informacao, utilizadas pelos enfermeiros no contexto hospitalar para regular o trabalho. O quadro teorico inscreve-se no campo da ergonomia, articulando conceitos de regulacao da atividade, representacoes para e na acao. A Analise Ergonomica do Trabalho - AET orientou a coleta de dados. Os resultados demonstram que as estrategias adotadas pelos enfermeiros apoiam-se na utilizacao de um recurso informal externo (anotacoes pessoais) que visa, sobretudo, reduzir a carga mental de trabalho e garantir a fiabilidade de suas acoes.

Lidar com gente é muito complicado: relações socioprofissionais de trabalho e custo humano da atividade em teleatendimento governamental

This article mainly aims at investigating the inter-relationship between cost of human activity and social-professional relations of labor at a governmental call center. It consists of a diagnosis in Ergonomics of Activity considering three analytical dimensions: labor socio-professional relations, cost of human activity and well being/discomfort experiences. The methodological approach was the Ergonomic Work Analysis - EWA. The analysis of the results pointed out an association between labor socio-professional relations, organization and conditions. In this sense, improvements or difficulties in one of these dimensions trigger positive or negative consequences on the others. The critical aspects in the context of producing call center services interfere in the socio-professional relations of labor since labor organization demands interactions marked by bureaucracy, authoritarianism, inflexibility and control, while labor conditions contribute to inflame constant interpersonal conflicts between both workers from the same or from different hierarchic levels.

Interação teleatendente-teleusuário e custo humano do trabalho em central de teleatendimento

The text shows a research done in a public call center unit. The ergonomic analysis is oriented toward the interaction call center worker-call center user, aiming to present the characteristics of the work organization that constraint the strategies of mediation of the call center workers and that may result in discomfort of well-being at work. The theoretical and methodological approach deals with the concepts of human cost of work, well-being and discomfort of well-being, and the Ergonomics Analysis of Work - EAW. The results show the characteristics of the call center unit and its main critical indicators, revealing a connection between the human cost of the activity and signals of discomfort of well-being among the call center workers.

Olhar de dirigentes sindicais sobre qualidade de vida no trabalho e mal-estar no trabalho

View of union leaders on quality of work life and work malaise. The purpose of this article was to know about the perceptions of chemical and metallurgical union leaders about Quality of Work Life (QWL) and the sources of work malaise in these occupational categories. The methodological nature was quantitative and qualitative, using the software Alceste. Participants were 81 Brazilian union leaders (56 leaders chemical and metallurgical 25), 85% males and 15% females coming from the southeast, south and northeast of the country, with the questionnaire via e-mail. The results provide empirical support for the formulation of recommendations aimed at preventing Activity Ergonomics sources of work malaise. Were strengthened theoretical Approach to Activity Ergonomics Applied to Quality of Work Life (EAA_QWL) and design assistance for the formulation of public policies in this field.

Percepção de QVT em agência reguladora de serviços

This study aimed to verify the employees’ perception of quality of working life (QWL) in a regulatory agency services in Brazil. The survey relied on sample of 1,062 participants, all of whom responded to the Inventory of Evaluation of Quality of Working Life that was applied in the digital format. Results indicated favorable assessment of the factors Working Conditions; Socio-professional Relationships at Work; and Work-Social Life 1 brusiquese@outlook.com 2 mcesar@unb.br 3 albuquerque.veruska@gmail.com

Representações de Qualidade de Vida no Trabalho em uma Agência Reguladora Brasileira

O objetivo desta pesquisa foi identificar as representacoes de trabalhadores de uma agencia reguladora brasileira acerca da qualidade de vida no trabalho e das fontes de bem-estar e mal-estar no trabalho. A pesquisa foi baseada no referencial teorico da Ergonomia da Atividade Aplicada a Qualidade de Vida no Trabalho (EAA_QVT). Participaram 1.945 trabalhadores, o que corresponde a 63,01% do coletivo de trabalhadores da agencia no momento do estudo. Utilizou-se a versao eletronica do Inventario de Avaliacao de Qualidade de Vida no Trabalho (IA_QVT) como instrumento. Os resultados indicam que a qualidade de vida no trabalho na visao dos participantes da pesquisa diz respeito a corpo gerencial capacitado, oportunidades iguais de capacitacao, ambiente de trabalho saudavel, satisfacao com o trabalho, equilibrio entre saude, produtividade e vida social, trabalho como fonte de realizacao e prazer, e ambiente cooperativo entre colegas e espaco de fala. Como fontes de bem-estar no trabalho, os trabalhadores relataram o sentimento de gostar das atividades que se realiza, a possibilidade de crescimento profissional, a prerrogativa de terem tempo para tratar de assuntos relacionados a vida pessoal, a satisfacao de prestar servicos de qualidade a sociedade, as relacoes socioprofissionais harmoniosas tanto com os colegas como com as chefias imediatas, o sentimento de dever cumprido e o espaco existente de liberdade de acao, as condicoes de trabalho adequadas, a remuneracao satisfatoria e a flexibilidade de horario. As principais fontes de mal-estar no trabalho no contexto da agencia reguladora foram o despreparo e arrogância gerencial, ingerencia, clientelismo e a ocupacao de cargos comissionados por pessoas nao concursadas, interacao conflituosa com usuarios, precariedade dos trabalhadores terceirizados, excesso de burocracia, falta de planejamento, execucao de tarefas repetitivas e condicoes de trabalho precarias. Os resultados sao discutidos a luz da literatura no campo das ciencias do trabalho e da EAA_QVT.

Ergonomia da Atividade aplicada à Qualidade de Vida no Trabalho: lugar, importância e contribuição da Análise Ergonômica do Trabalho (AET)

Background: the classical method of activity-centered ergonomics, the Ergonomic Work Analysis (EWA), is now consolidated in the labor sciences field as an effective tool to operationalize the perspective of understanding labor in order to transform it. Objective: this study reports the heterodox use of EWA, specifying its instrumental role at the micro-ergonomic analytical level of the following approach: “Activity-Centered Ergonomics Applied to Quality of Life at Work (AEA_QLW)”. Methods: the specific demand analysis, the starting point of EWA, originated from managers, directors and technicians in the Brazilian public service, is the origin of this approach, which articulates Activity-Centered Ergonomics and Quality of Life at Work. Results: based on the overall view of the theoretical and methodological principles of AEA_QLW, this study illustrates the unique application of EWA, specifying its role, the importance, and the contribution as essential instrumental resource for a deeper assessment of the factors that impact QLW in organizations. Conclusion: the results produced by the application of AEA_QLW have generated recommendations for the surveillance, care and promotion of occupational health and safety activities inside organizations.