Denna studie handlar om kompetensutvecklingen kring kundbemötande för medarbetare på ett svenskt internationellt företag. Kundbemötande är av betydelse för företag i anseende av marknadsvärde och konkurrens. Det är därför viktigt för företag att dess personal är kompetent när det kommer till kundhantering. Studiens syfte är att bidra med kunskap om kundtjänstmedarbetares kompetens om kundbemötande. Därmed vill studien åskådliggöra hur medarbetarna hanterar kunder samt hur kompetens kring detta tas till vara och utvecklas inom företaget. Studien har reflekterat över angränsande tidigare forskning och har tagit stöd i detta till våra teoretiska utgångspunkter men även metodologiska val. Denna studie använder Tannenbaum, Beard, McNall och Salas (2011) modell för informellt lärande för att illustrera och tolka kundtjänstmedarbetarnas lärandeprocess. Semistrukturerade intervjuer med fem informanter har använts som datainsamlingsmetod för att komma fram till studiens resultat.  På den observerade arbetsplatsen återger informanterna att de lär sig om kundbemötande främst genom egna erfarenheter med en process som går att tolka som informellt lärande med hjälp av Tannenbaum et al. modell. De beskriver även hur de introduceras till företagets värdegrund vid anställning. Denna skildrar hur företaget vill att medarbetare agerar som medmänniskor. Informanterna menar därför att det finns ett underförstått sätt som företaget vill att kundbemötande ska ske på.

Bakgrund: Våld i nära relationer, särskilt mot kvinnor, är en global hälsoutmaning. Det kan vara fysiskt, psykiskt eller sexuellt och utförs av en partner. Nästan en tredjedel av världens kvinnor har utsatts för våld i nära relation. När dessa kvinnor söker vård är det sjuksköterskornas ansvar att rapportera händelsen. Studier visar att sjuksköterskor behöver bättre förutsättningar för att hantera dessa kvinnor och deras behov. Syfte: Syftet med litteraturstudien var att beskriva sjuksköterskors erfarenheter av att möta kvinnor på akutmottagning som utsatts för våld i nära relation.  Metod: En litteraturöversikt genomförd med en kvalitativ metod med induktiv ansats där tolv artiklar undersöktes med hjälp av Fribergs femstegsanalys. Resultat: I resultatet presenteras två huvudkategorier; att vara rustad och faktorer som hämmar som tillsammans byggdes upp av fyra subkategorier. Slutsatser: Bristen på kunskap, handledning och tid upplevdes som viktiga faktorer som påverkade arbetet med dessa kvinnor. För sjuksköterskor är tillgången till kunskap avgörande för att bygga upp självförtroende och kunna ställa relevanta frågor under mötet. Bristen på tydliga riktlinjer ledde till känslor av osäkerhet, medan tidsbegränsningen påverkade relationen mellan sjuksköterskan och kvinnan. / Title: The Nurse's Experiences of Meeting Women Who Have Been Subjected to Intimate Partner Violence – A Qualitative Literature Review Background: Intimate partner violence, particularly against women, is a global health challenge. It can be physical, psychological, or sexual and is perpetrated by a partner. Nearly one-third of the world's women have experienced intimate partner violence. When these women seek care, it is the responsibility of nurses to investigate and, if necessary, report the incident. Studies indicate that nurses need better support to address the needs of these women. Aim: To describe nurses' experiences of encountering women at emergency departments who have experienced intimate partner violence. Method: A literature review was conducted using a qualitative approach with an inductive approach, examining twelve articles using Friberg's five-step analysis.Results: The results presented two main categories; To be equipped and inhibiting factors. Which together were built up by four subcategories. Conclusions: The absence of knowledge, guidance, and time emerged as significant factors affecting encounters. Access to knowledge is crucial for nurses to build confidence and ask relevant questions during encounters. The lack of clear guidelines led to feelings of uncertainty, while time constraints affected the relationship between the nurse and the woman.

The dissertation is a study of the origins, development and contemporary manifestations of Christian retreats. It traces origins from the Biblical record until current retreats. Christian retreat is a period of withdrawal from usual activities to experience encounter with God through Christian prayer. Jesus' pattern of engagement in ministry and withdrawal is a vital basis for retreat. Other Biblical descriptions of retreat are studied. There is an examination of retreat experiences in Church history with a particular focus on monasticism, as a major expression of retreat life, and Ignatius of Loyola, the founder of the modern retreat movement. Varieties of subsequent retreat types in the spiritualities of different traditions from the Protestant Reformation onwards are considered. The spectrum of study includes Protestant, Catholic, Eastern Orthodox and Pentecostal spiritualities. The study culminates in focusing on current Ignatian and other retreats in their many forms. This includes private devotions to lengthy periods of retreat. / Christian Spirituality, Church History & Missiology / M.Th. (Christian Spirituality)

Bakgrund: Under graviditeten och efter förlossningen genomgår kvinnan en period som innebär en stor förändring i hennes liv och det är vanligt att uppleva ett brett spektrum av olika känslor. Den första tiden efter förlossningen kan symtom på allvarliga psykiska hälsoproblem utlösas, såsom en depression. Depression hos nyblivna mödrar, en så kallad postpartumdepression, har sedan 1990-talet ökat i intresse inom hälso- och sjukvården, inom omvårdnadsforskningen samt bland föräldrar.   Syfte: Syftet med denna studie var att belysa BVC-sköterskors upplevelser av att möta mödrar med symtom på postpartumdepression.   Metod: En induktiv ansats användes där datamaterialet analyserades med kvalitativ innehållsanalys. Datamaterialet utgjordes av intervjuer och åtta BVC-sköterskor intervjuades.   Resultat: Ur analysen av datamaterialet framkom fyra kategorier: etablera ett gott samarbete, ge råd och vägledning, att använda instrument som underlättar och kommunikativa hinder i arbetat samt tillhörande underkategorier.   Konklusion: För att kunna möta mödrar med symtom på postpartumdepression bör BVC-sköterskorna etablera ett bra samarbeta. Det första hembesöket var också betydelsefullt för att kunna etablera ett bra samarbete mellan BVC-sköterskorna och mödrarna. Att använda instrument såsom EPDS-formuläret, underlättade samtalet och var ett viktigt verktyg för BVC-sköterskorna. / Background:  During pregnancy and after childbirth the woman go through a period that represents a major change in her life and it´s common to experience a wide range of different emotions. The first time after birth, symptoms of serious mental health problems can be triggered, such as depression. Depression in new mothers, known as postpartum depression, has increased in interest since the 1990s in health care, nursing research and among parents.   Aim: The aim of the study was to illustrate Child health care nurses’ experiences of encounting mothers’ with symptoms of postpartum depression.   Method: Qualitative content analysis with inductive approach was used and data were collected through interviews. Eight Child health care nurses’, CHCN, were interviewed.   Results: Four categories emerged from the analysis: establish a good collaboration, provide advice and guidance, to use instruments that facilitate and communicative barriers at work and associated subcategorys.     Conclusion: In order to meet mothers with symptoms of postpartum depression CHCN need to establish a good collaboration. The first home visit was also important to establish a good collaboration between CHCN and mothers. The use of instruments such as EPDS, facilitate the conversation and was an important tool for the CHCN.

La rencontre tant attendue entre Hans-Georg Gadamer et Jacques Derrida a finalement eu lieu au Goethe-Institut de Paris en 1981. Le dialogue espéré entre l'herméneutique et la déconstruction s'y est cependant à peine engagé. Selon la plupart des commentateurs, la conférence qu'y a prononcée Derrida n'était d'ailleurs même pas liée à la rencontre. Nous ne partageons pas cette opinion. Derrida a choisi de critiquer l'interprétation heideggérienne de Nietzsche, alors que Gadamer venait de faire un plaidoyer inconditionnel en sa faveur. De plus, la structure axiomatique de l'unité et de la totalité que Derrida met en question dans sa conférence est la même que celle qu'il a ailleurs attribuée à l'herméneutique. En mettant en doute la primauté de cette structure, il s'en prenait donc aux fondements de l'herméneutique telle qu'il la concevait. Enfin, sa conférence a laissé entrevoir une conception de l'interprétation dont l'absence d'horizon de vérité exclut l'herméneutique. / The long-awaited encounter between Hans-Georg Gadamer and Jacques Derrida finally took place in Paris' Goethe-Institut in 1981. However, the expectations of a dialogue between hermeneutics and deconstruction were hardly fulfilled. Most commentators even agree that the conference Derrida read on this occasion had nothing to do with the actual encounter. We disagree with this assessment. Gadamer had already openly and unconditionally endorsed Heidegger's interpretation of Nietzsche and Derrida chose this occasion to criticize it. Moreover, he called into question the same axiomatic structure of unity and totality that he had elsewhere presented as hermeneutics' own. By questioning this structure, he was attempting to dismantle the core of what hermeneutics was to him. Finally, his conference provided a glimpse into an interpretative approach that completely excludes the truth-centered interpretation of hermeneutics.

Mémoire numérisé par la Division de la gestion de documents et des archives de l'Université de Montréal.

Ce travail se propose de comprendre l’éthique élaborée par Spinoza comme cheminement individuel dans le cadre d’une nature déterminée de part en part, et au sein de laquelle aucune finalité n’est assignée aux hommes. La question consiste donc à se demander comment l’on peut passer à une autre manière d’exister sans postuler de distance de soi à soi ; et cela revient à incarner différemment, singulièrement, le déterminisme commun. S’appuyant sur l’étude de concepts tels fabrica, constitutio, occasio, ou encore aptitudes, ce travail part du dynamisme des choses singulières afin d’établir l’historicité propre à l’existence humaine. Dans ce cadre, les rencontres déterminantes sans être librement choisies sont parties prenantes du cheminement éthique, comme autant de circonstances propices à l’occasion desquelles on peut accroître son aptitude à être diversement affecté. Il s’agit ainsi de constituer une « anthropologie éthique » qui permette de concevoir l’éthique à partir de l’existence courante des hommes du commun, mais sans jamais la réduire à une science des comportements. Cela requiert ainsi de penser la possibilité de changements sur fond de continuité, en incluant dans le cheminement tout ce qui est à même d’alimenter des variations orientées, comme le désir, l’imagination d’un modèle ou la sensation de soi à divers moments de son existence. Est requis pour cela de constituer un concept de « singularité », qui se distingue de ce qui est simplement particulier, mais qui ne s’oppose pas cependant à un cheminement commun. Cela revient alors à considérer l’éthique non comme un état à atteindre (un devenir « quelque chose »), mais comme le fait même d’être « en devenir ». / The aim of this study is to conceive of Spinoza’s ethics as an individual progression within the framework of a completely determined existence wherein no finality is assigned to man. Hence, the question is how to pass from one mode of existence to another without distancing one from oneself or, that which amounts to the same, how to embody, differently and in a singular way, the common determinism. Taking our point of departure in concepts such as fabrica, constitutio, occasio or aptitude, this study thus begins by looking at the dynamics of individual things in order to determine the historicity proper to human existence. Within this framework, encounters that are determining but not freely chosen are integral parts of the ethical progression, constituting so many circumstances propitious for the production of the occasions where one’s aptitude to be affected in many ways can be augmented. The objective is then to establish an “ethical anthropology” allowing to conceive of an ethics taking its point of departure in the everyday existence of common people but without ever reducing to a science of behaviors. This also requires that the possibility of change must be thought on the basis of continuity by including in the progression everything that supports the different variations and their orientations, such as desire or the imaginary models or senses of self that we have at different moments of our existence. In order to do that, one must construct a concept of “singularity” as of something different from the merely “particular” but that nonetheless is not opposed to a common progression. This amounts to considering ethics, not as a state to achieve (a “becoming something”) but rather as the very fact of being “in becoming.”

[pt] Este trabalho investiga, sob a perspectiva do encontro de serviço, como os alunos de baixa renda - bolsistas - lidam com as diferenças e os preconceitos vividos em um ambiente acadêmico de elite. Encontro de serviço é um conceito que tem origem e importância no marketing de serviços e que trás para este trabalho o papel dos alunos como consumidores de um serviço. O trabalho, de cunho prático, introduz no encontro de serviços o que alguns autores, particularmente Sue et al. (2010), chamam de microagressões. Estuda as estratégias de enfrentamento diante das diferenças socioeconômicas e culturais e o modo como lidam com o preconceito. Foram realizadas várias entrevistas com alunos de último período de graduação de universidade privada para identificar os principais temas ligados às dificuldades de integração e de adaptação. Os resultados indicam que a agressão ocorre de forma sutil, velada e indireta e, em muitos casos, o autor sequer tem a consciência de que comete uma ação de discriminação. Após essa etapa, as principais questões foram levantadas e classificadas segundo o tipo de microagressão, seguindo o modelo de análise de Sue et al. (2010), com o objetivo de compreender o nível de consciência de quem pratica a ação, seja ele professor, aluno ou funcionário e o grau de prejuízo causado a esse grupo de consumidores. As principais questões encontradas, como exclusão e isolamento mostram a necessidade de pensar medidas gerenciais que busquem atender as necessidades deste grupo de consumidores em desvantagem, em relação aos demais. Neste sentido, este trabalho pode auxiliar as universidades e seus gestores no entendimento dos preconceitos vividos por esses consumidores e nas possibilidades de solução. / [en] This work investigates how low-income students handle prejudices in a university elite environment. To that end, it adopts two standpoints. First, it supports the perspective of the service encounter as an underlying concept for the role of students as consumers. Second, it introduces the concept of microaggressions (SUE et al, 2010) to the academic scene of service s marketing. This study also acknowledges the socioeconomic and cultural differences of students as the primary cause of the aggressions. Because of this, the study has a particular concern with how students deal with prejudice. Accordingly, it focuses on the coping strategies students adopt in the face of discrimination. This study results from several interviews with undergraduate students to identify the difficulties of integration and adaptation. The findings indicate that aggressions occur in a subtle, veiled and indirect way. In many cases, even the perpetrator is unaware of the discrimination action. Finally, the work presents a classification of microaggressions following the model of Sue et al. (2010). This model addresses two central issues. The first is the level of awareness of who does the action, be it teacher, student or employee. The other is the degree of damage caused to the consumers. Equally important is to add here the concerns with isolation and exclusion. All these questions require proper managerial attention.

Les rencontres interculturelles orientent les priorités des enseignants vers la préparation des apprenants à travailler, vivre et communiquer avec des personnes linguistiquement et culturellement différentes, mais sans véritablement insérer une composante interculturelle dans les cursus offerts par l’enseignement supérieur en Colombie. Le cours de langue étrangère est un lieu de médiation entre langues et cultures différentes et de ce fait, la compétence interculturelle peut être considérée comme l’un des buts centraux de cet enseignement. La présente étude explore ainsi les possibilités d’intégration d’une dimension interculturelle dans les formations en langues étrangères des universités colombiennes afin d’inciter les étudiants à la développer, l’utiliser et la promouvoir. Nous avons été menée à relier trois composantes qui sont la dimension interculturelle, la mobilité internationale et l’autonomisation-« empowerment » et à examiner les façons dont tous les acteurs de l’enseignement supérieur colombien, les intègrent dans leurs activités académiques, professionnelles et personnelles. Cela nous a permis de mettre en évidence le caractère nécessaire mais non indispensable de la dimension interculturelle dans l'établissement de la relation langue-culture et dans la reconnaissance de la diversité et de l’altérité. La proposition de deux modules - contextualisés et adaptables à tous les niveaux de CECR - visant la prise de conscience et le développement de la dimension interculturelle, constitue l’aboutissement de notre recherche. / Intercultural encounters set a priority for professors in order to prepare learners to work, live, and communicate with linguistically and culturally different people, but without really including intercultural components to the higher education programs offered in Colombia. The foreign language classroom is a mediation place between languages and cultures, and therefore the intercultural competence can be considered as one of the central aims of language education. This research explores the ways to integrate intercultural dimension to the foreign language programs in Colombian universities, as well as the possibilities to motivate the students to develop it, to use it and to promote it. The study incorporates insights from intercultural dimension, international mobility and empowerment theories and examines the means used by university community members in order to integrate them to their academic, professional and personal activities. Findings have allowed us to highlight the necessary, but not indispensable character of the intercultural dimension in the establishment of the language-culture relationship, as well as in the recognition of diversity and otherness. The suggestion of two educational units - contextualized and adaptable at every level of CEFR – aiming towards the awareness-raising of the intercultural dimension and competence developing process, establishes the outcome of our research

O presente trabalho tem por objeto o estudo dos conhecimentos obtidos de forma fortuita, através da realização legal de um meio de obtenção de prova autorizado judicialmente, que não se reportam ao crime cuja investigação legitimou a medida restritiva. A fim de viabilizar essa abordagem foi necessário rever alguns conceitos relacionados à noção de prova no processo penal, que se colocam como pontos de partida para o enfrentamento do assunto. Na sequência, os conhecimentos fortuitos são inseridos no tema da obtenção da prova criminal, ligada à proteção da intimidade e da privacidade, tendo como foco principal a interceptação das comunicações telefônicas e a busca domiciliar. Para tanto, toma-se em consideração o princípio da especialidade da prova, que justifica que a limitação a direitos fundamentais esteja restrita e vinculada à apuração do crime que ensejou tal intervenção, motivo pelo qual o direito ao sigilo das comunicações e o direito à inviolabilidade da intimidade e do domicílio são analisados sob a perspectiva do panorama constitucional e legal brasileiro. A questão passa necessariamente pela análise do tema no Direito Comparado e pelo levantamento das diversas manifestações encontradas na doutrina e na jurisprudência nacional sobre a problemática, sobretudo em razão do silêncio legislativo quanto à solução jurídica da questão no ordenamento pátrio. Assim, após afastar as teses que defendem a negação absoluta dos conhecimentos fortuitos ou sua valoração sem restrições, conclui pela necessidade de se delimitar as fronteiras entre os conhecimentos imputados à própria investigação e aqueles que, inversamente, se levam em conta de conhecimentos fortuitos, socorrendo-se para tanto de um critério objetivo que concretize essa distinção. Isto porque, dela dependerá o tratamento a ser conferido aos conhecimentos obtidos em investigação de crime diverso, no que se refere à sua admissibilidade no processo e sua valoração pelo julgador como elemento de prova, apto à demonstração do delito casualmente descoberto, ou sua eventual utilização como mera notícia de crime formadora de indício. Por fim, são enfrentadas questões específicas suscitadas durante o desenvolvimento do estudo, e que colocam à prova o critério adotado. / The present paper has as its aim the study of knowledge obtained from fortuitous way through a legal means of obtaining evidence legally authorized, that does not relate to the crime which investigation legitimized the restraint measure. In order to make this approach it was necessary to review some concepts related to the notion of evidence in criminal proceedings, which arise as starting points for the confrontation of the subject. In the continuation, the fortuitous knowledge is inserted into the topic of obtaining criminal evidence, linked to the protection of privacy and intimacy, having as its main focus the interception of telephone communications and home search. To do so, it is taken into account the principle of specialty of evidence, which justifies that limiting the fundamental rights is restricted and tied to the investigation of the crime that resulted in such an intervention, which is why the right to confidentiality of communications and the right to inviolability of domicile and intimacy are analyzed from the perspective of constitutional and legal Brazilian panorama. The question goes necessarily through by examining the topic in Comparative Law and the survey of various manifestations found in doctrine and national case law on the issue, especially in view of the legislative silence as to the legal solution of the matter in land use. So, after removing the arguments defending the absolute denial of the fortuitous knowledge or its valuation without restrictions, it is concluded by the need to delimit the boundaries between imputed knowledge to the research itself and those that, conversely, are taken into account of fortuitous knowledge, helping to as much of an objective criterion that achieves this distinction. This is because from it will depend the treatment to be given to information obtained in the investigation of crime, as regards its admissibility in the process and its valuation by the Court as evidence to the demonstration of the offense or its possible use discovered fortuitously as mere forming crime news clue. Finally, specific issues are faced raised during the development of the study, and that put to the test the adopted criterion.