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"Man kan ju inte gå runt och va rädd varje dag": hur människor upplever och hanterar klientrelaterat hot och våld i arbetet
University of Gävle, Faculty of Health and Occupational Studies, Department of Social Work and Psychology.
University of Gävle, Faculty of Health and Occupational Studies, Department of Social Work and Psychology.
2012 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
"You can´t walk around and be afraid every day" : how people experience and cope whit client ralated violence in the workplace (English)
Abstract [sv]

Syftet med studien var att undersöka hur människor upplever och hanterar risken att bli utsatt för hot och våld från klienter i arbetet. En kvalitativ ansats valdes vilket innebär att fokus har lagts på subjektiva upplevelser och erfarenheter av studieområdet. Studien genomfördes gentemot Socialtjänsten från två kommuner och urvalet bestod av intervjuer med elva socialsekreterare vars arbete innehåller myndighetsutövning och kontakt med klienter. Analys av data gjordes enligt induktiv tematisk analys. Resultaten visade att det föreligger en risk att bli utsatt för hot och våld av klienter men den upplevs vara liten. Upplevelsen att kunna påverka risken med sitt agerande och bemötande ansågs viktigt för att aggression inte skall uppstå i mötena. För att hantera risken framkom flera strategier där förebyggande åtgärder ansågs som det viktigaste. Även det sociala stödet från kollegor och erfarenhet ansågs bidra till att framgångsrikt hantera aggressioner från klienter.

Abstract [en]

The purpose of this study was to examine how people perceive and cope with the risk of being subjected to client-related violence in the workplace. A qualitative approach was chosen as the focus was on the subjective experiences of the study area. The study was conducted at two social service agencies from two municipalities and the sample consisted of interviews with eleven social workers whose work involves the exercise of authority and client contact. The analysis of data was made according to inductive thematic analysis. The results showed a risk of being subjected to aggression from clients, but it is perceived to be small. Perceived ability to influence client actions and responses were considered important in order to avoid aggression in the meetings. In order to cope with aggression several different strategies were applied. Social support from colleagues and personal experience assisted in successfully coping with client related aggressions.

Place, publisher, year, edition, pages
2012. , p. 34
Keyword [en]
Risk, Threats, Violence, Clients, Coping
Keyword [sv]
Risk, Hot, Våld, Klienter, Hantering
National Category
Psychology
Identifiers
URN: urn:nbn:se:hig:diva-12174Archive number: SGPAK-V12-4OAI: oai:DiVA.org:hig-12174DiVA, id: diva2:535174
Subject / course
Psychology
Educational program
Human resources and labour relations
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-06-19 Created: 2012-06-19 Last updated: 2012-06-19Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard-cite-them-right
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • sv-SE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • de-DE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf