Le présent mémoire s’intéresse aux interventions policières en contexte de crise. Il s’attarde plus particulièrement à l’usage de la force par les structures d’intervention spécialisée. L’intérêt de cette étude découle principalement du manque de connaissances empiriques sur le sujet. L’objectif général de cette étude est de comprendre les éléments qui peuvent expliquer le recours à la force par les structures d’intervention spécialisées et de vérifier si ces facteurs varient selon le type de menace auquel font face les policiers. Nous nous sommes intéressés à 438 événements de crise suicidaire, de barricade et de prise d’otage qui se sont déroulés au Québec, de 1990 à 2011, et durant lesquels est intervenu le groupe tactique d’intervention (GTI) de la Sûreté du Québec (SQ). Pour une meilleure compréhension de cette problématique, il sera en premier lieu question de comparer, selon leur niveau de risque, les personnes présentant une menace uniquement pour elles-mêmes avec celles présentant une menace pour autrui et les personnes qui présentent une menace tant pour elles-mêmes que pour autrui. En second lieu, malgré le fait que près de 90 % des situations de crise se terminent par une reddition pacifique, il est pertinent de connaître les facteurs qui expliquent l’usage de la force de la part des policiers et de voir si ces facteurs varient selon le niveau de risque de l’individu. Des analyses descriptives ont permis d’établir que les situations où l’individu en crise présente uniquement une menace pour lui-même diffèrent des autres groupes sur la base de certaines variables. Cet individu est davantage jugé comme suicidaire et il possède plus souvent des antécédents psychiatriques. L’élément déclencheur est souvent associé aux problèmes conjugaux, ce qui coïncide avec le fait que c’est souvent la conjointe ou l’ex-conjointe qui appelle les autorités. Des analyses bivariées n’ont pas illustré de profils distincts selon la problématique de la crise. Or, certains facteurs se démarquent des autres de manière générale pour l’ensemble de l’échantillon et les différents groupes. La possession d’une arme par l’individu, le degré d’intoxication, la présence d’antécédents psychiatriques, la durée du premier contact avec les policiers et la qualité de la négociation sont effectivement des facteurs qui semblent influencer à un certain point les opérations. Les analyses de régression logistique indiquent que les policiers interviennent davantage lorsqu’il n’y aucun contact n’est établi avec l’individu. Nous observons également que ces derniers restent davantage en retrait lorsque l’individu, présentant une menace pour lui-même, est en possession d’une arme à feu. D’autre part, il semble que les policiers réagissent plus souvent auprès des individus présentant une menace pour autrui lorsque la négociation est jugée non satisfaisante. Nous pouvons en conclure qu’ils semblent davantage s’attarder à des facteurs précis qu’au type de menace, ce qui rejoint un certain segment de la littérature à ce sujet. / This thesis argues that police intervention in a crisis context focuses specifically on the use of force by specialized intervention teams. The interest in this study pinpoints mainly the lack of empirical data on the subject. Therefore, the main objective is to understand how to explain the use of force by specialized intervention teams and to verify if these factors vary according to the type of threat police encounter in a particular situation. We studied 438 suicidal crises, barricade and hostage-taking situations that occurred in Quebec from 1990 to 2011, supervised by the Sûreté du Québec’s tactical intervention group (GTI). To begin with, for a better understanding of this issue, we will compare individuals according to the level of risk each one represents, i.e. those presenting a threat only to themselves, those presenting a danger to others and those who pose a threat to themselves and others. Secondly, despite the fact that almost 90 % of critical incidents end in a non-violent conclusion, it is interesting to understand the risk factors involved that explain the use of force by the police and to realize that these factors vary according to the level of risk exhibited by the individual in crisis. Descriptive analyses were used to demonstrate that the situation where the individual in crisis was a threat only to himself differed from other instances based on different variables. Overall, the general level of risk for this type of intervention is less significant since the danger appears to be directed specifically to the individual in crisis, taking into consideration that negotiation has been successful, also, considering the subject has limited or no access to firearms, and considering weapons are not frequently used. Bivariate analysis relating the different characteristics of the individual, the situation and negotiation with the use of force by the police, suggest that certain variables can have different effects depending on the type of threat facing authorities. For example, a history of psychiatric issues would increase the risk of police intervention among those who pose a non-aggressive threat to himself, but would decrease the probability of police intervention for those individuals who present a double threat, i.e. to themselves and others. Consequently, bivariate analyses suggest that certain variables, such as the possession of a weapon by an individual, the degree of intoxication, the presence of known psychiatric issues, the duration of the first contact with the police and the quality of the negotiation, could influence the use of force by police officers. Logistic regression analyses indicate that few of these variables resist multivariate analyses. These findings suggest that police intervene more so when there is no contact established with the individual, and this, regardless of the type of threat manifested. On the contrary, a non-satisfactory negotiation would encourage police to use force in cases where the individual presents no threat to himself. In sum, these multivariate analyses show that the police are less influenced by the type of threat, rather preferring negotiation as long as possible.

9 The main focus of the thesis is on the street work with migrants and the dilemma of help and control that arises in it. An integral part of this was the presentation of available literature dealing with this topic and its analysis. The theoretical part defines the target group, migrants in the Czech Republic and integration and migration policy in the Czech Republic. It also deals with street work, the legislative framework of street work, the personality of the street worker and the specifics of street work with migrants and also social work with migrants is described. Attention is paid to the dilemmas in social work, their origin with an emphasis on the help and control dilemma and ways of coping. The research part is devoted to the description of own qualitative research, which was carried out by the method of semi-structured interviews with street workers focusing on working with migrants by using the technique of critical incident. The main aim of the research was to find out in which cases the street workers encounter the dilemma of help and control and how to deal with it. Data were analyzed by using a portion of grounded theory. The presented research results point to situations in which street workers who work with migrants experience a dilemma of help and control. For example, there are...

Submitted by Fabricia Fialho Reginato (fabriciar) on 2015-06-18T22:19:20Z No. of bitstreams: 1 CRUZClaudiaWeyne.pdf: 2047460 bytes, checksum: 7c929de156e5a4ae75b037524a92876e (MD5) / Made available in DSpace on 2015-06-18T22:19:20Z (GMT). No. of bitstreams: 1 CRUZClaudiaWeyne.pdf: 2047460 bytes, checksum: 7c929de156e5a4ae75b037524a92876e (MD5) Previous issue date: 2014 / Nenhuma / O suicídio de idosos, tema deste estudo, é um fenômeno social que, na atualidade, tem se constituído em um grave problema de saúde pública, especialmente no estado do Rio Grande do Sul. Nesta pesquisa, o suicídio foi considerado, pelas rupturas que engendra, um evento crítico (DAS, 1997; MISSE et al., 2012) de grande impacto na vida dos familiares e da comunidade em geral que reflete, de certo modo, um processo social mais amplo. A pesquisa teve como objetivo compreender o processo social em que os suicídios dos idosos ocorreram e seus efeitos na vida dos sobreviventes. O método utilizado privilegiou uma abordagem qualitativa dos dados. Foram realizadas 15 autópsias psicossociais de idosos (10 homens e cinco mulheres) que cometeram suicídio e sete entrevistas semiestruturadas. Participaram da pesquisa, ao todo, 22 familiares (ou sobreviventes) de idosos que se suicidaram. A análise textual discursiva (MORAES; GALIAZZI, 2007) permitiu a emergência de categorias que foram reorganizadas a partir do conceito de homologia (WILLIAMS, 1979) e da noção de evento crítico. Os resultados mostram: a) a complexa rede de fatores que interagem e se sobrepõem na produção do evento crítico que é o suicídio de idosos, entre os quais estão: a baixa escolaridade, a influência da colonização alemã, a importância do trabalho na vida dos agricultores, a penalização do corpo pelas condições de trabalho no cultivo do fumo, a ausência de lazer, a desvalorização do idoso, a perda de sentido da vida com a interrupção do trabalho, o medo de ser um estorvo para os familiares, a perda da saúde e do vigor físico, a ausência da fé, o histórico de agressividade, a perda financeira; b) efeitos na vida dos sobreviventes: o adoecimento psíquico (ansiedade, insônia, dificuldade de retomar a vida), as práticas religiosas para auxiliar o duplo da pessoa que morreu no pós-vida, o abandono da casa ou tentativa de apagar, no âmbito da materialidade, os vestígios dessa morte que tem mana; c) a necessidade de Programas de Prevenção ao suicídio e a circulação da palavra sobre o tema. / Elderly suicide is a social phenomenon which has become a major public health problem, especially in Rio Grande do Sul. In this research, due to the disruptions caused by suicide, it has been considered a critical incident (DAS, 1997; MISSE et al., 2012) of great impact in the lives of the family members and the community in general which it reflects, in a certain way, a broader social process. The goal of this research was to understand the social process in which the suicide of elderly people took place and the effects of these critical incidents on the lives of the survivors. The research method focused on a qualitative approach to data. We performed 15 psychosocial autopsies of elderly people (10 men and five women) who committed suicide, and seven semi-structured interviews. Altogether, twenty-two family members (or survivors) took part in this research. The discursive textual analysis (MORAES; GALIAZZI, 2007) allowed the emergence of some categories which were reorganized based on the concept of homology (WILLIAMS, 1979) and the notion of critical incident. The results showed: a) the complex network of factors which interact and overlap, leading up to this critical incident (elderly suicide), some of them being: a low level of education, the influence from German colonization, the importance of work in the lives of farmers, the body injuries caused by the working conditions of tobacco cultivation, the lack of leisure time, the devaluation of the elderly, the loss of meaning in life due to interruption of work, the fear of being a hindrance for the family, the health loss and reduced physical energy, the lack of faith, a history of aggressiveness, a financial loss; b) the effects on the lives of suicide survivors: mental disorders (anxiety, insomnia, difficulty to resume normal life), religious practices to help the deceased's double in their afterlives, house abandonment or attempt to remove, materially, traces of the death, which has mana; c) the necessity of creating suicide Prevention Programs and spreading the word on the subject.

I forskningen har organisatoriskt lärande uppmärksammats, men inte institutionaliserats. Det organisatoriska lärandet påverkas i stor grad av nyckelpersoner vilket ledare och mellanchefer är. Organisatoriskt lärande styrs av det individuella lärandet vilket därför har en stor betydelse i sammanhanget. Ansvaret för det individuella lärandet läggs oftast på organisationens ledare och för ledares individuella lärande är reflektion och erfarenhet en avgörande faktor. Därför var studiens syfte att bidra till forskningen genom att undersöka hur kritiska situationer påverkat ledares lärande och bidragit till det individuella och organisatoriska lärandet. Syftet har studerats utifrån hur ledares reflektion görs och hur reflektionen påverkat ledares ledarskapsstil och orientering. För att studera detta användes vår egen tolkning av kritiska situationer tekniken. Studiens teoretiska referensram baserades därför på individuellt och organisatoriskt lärande, ledarskapsstilar, samt reflektion.Tillvägagångssättet som valdes var att intervjua ledare på mellanchefsnivå, halvstrukturerade intervjuer genomfördes baserat på kritiska situationer tekniken där olika kritiska scenarion diskuterades. I studien genomfördes även en enkät med samtliga intervjuade ledare där de fick uppskatta sin upplevda grad av orientering. Studiens konklusion är att fokus inte bör läggas på kombinerade ledarskapsstilar utan att vikten bör läggas på graden av orientering inom uppgift, relation och förändring. I studien kunde även ett samband identifieras som förklarar vad som krävs av ledare för att uppnå och bidra till organisatoriskt lärande. / Program: Civilekonomprogrammet

Nigerian entrepreneurs face government barriers and lack the skills and awareness needed for successfully creating and scaling public value in resource-constrained environments. The concept of bricolage, which involves doing business by making do with resources at hand, has been addressed in the literature, but not as it occurs among Nigerian entrepreneurs. This study was conducted with the aim of narrowing this gap in knowledge by exploring how Nigerian entrepreneurs have successfully carried out their businesses. The research question addressed how Nigerian entrepreneurs overcame critical situations to successfully address the challenges of scaling and creating public value, and whether the theory of entrepreneurial bricolage can support their actions. A qualitative descriptive single case study with a purposeful sample of 22 interview respondents was employed. A total of 145 critical incidents were analyzed by fitting them into themes constructed a priori from the known behavioral patterns that emerged through the theoretical taxonomy of the concept of entrepreneurial bricolage. The results showed that Nigerian entrepreneurs made do with the resources at hand, improvised, and invoked stakeholder participation and persuasion to solve critical challenges of business continuity. The outcome of the research should help potential entrepreneurs determine strategies to scale their ideas or innovations to achieve positive social change. The results may be useful to any fledgling entrepreneur who needs encouragement when feeling overwhelmed by the challenges of doing business in Nigeria. Budding entrepreneurs can learn from the experiences of those who are deemed successful in their businesses, thereby avoiding challenges when they can and strategizing for those challenges that are unavoidable.

Los estudios de necesidades de información aportan una metodología con lo cual investigar, de manera sistemática, las características de los usuarios con relación a la información que necesitan para el desarrollo de su trabajo. Igualmente proporcionan criterios objetivos para tomar decisiones a la hora de planificar nuevos sistemas de información o adecuar los ya existentes. Esta tesis ha profundizado en los estudios de necesidades de información en el entorno hospitalario desde dos puntos de vista. Por una parte, se ha establecido un marco teórico de referencia que guíe las investigaciones en este campo. Para ello se ha buscado exhaustivamente la información publicada sobre la materia aportando el procedimiento que se ha empleado. De los trabajos recuperados, se ha realizado el análisis tanto del modo de producción y consumo como de su contenido. En segundo lugar, se ha realizado el estudio de las necesidades de información de los médicos del Hospital Clínico Universitario de Valencia utilizando como método de recogida de información la Técnica del Incidente Crítico. / Information needs studies provide a methodology to investigate, systematically, the characteristics of users in relation to the information they need to develop their work. Also it provides criteria for making decisions when planning new information systems or adapting the existing ones. This thesis focuses on information needs studies in hospital setting and has developed two complementary strategies. First, it has established a theoretical framework to guide research in this field. This has been an exhaustively searched of published information on the matter by providing the procedure to be used. Of retrieved papers, it has conducted the analysis of both production and contents. Secondly, a study has been made of the doctorâ s information needs in the Hospital Clinico Universitario in Valencia and the critical incident methodology has been used for data collection.

Häufig werden bei der Implementierung von QM-Modellen die damit verbundenen Lernsituationen und die Lernanforderungen der Mitarbeiter nicht berücksichtigt. Durch das Qualitätsmanagement werden jedoch neue Situationen im Arbeitsalltag definiert, die vom Mitarbeiter erfüllt oder geschaffen werden. Diese Veränderungen bzw. Ziele stellen besondere Lernanforderungen an die Tätigkeitsabläufe und individuellen Kompetenzen von Altenpflegekräften. Die vorliegende Untersuchung verhilft zu einer Aufklärung des Zusammenhangs von Lernen und Qualitätsmanagement, mit Blick auf spezifische Lernanforderungen und individuelle Kompetenzentwicklung von Mitarbeitern in Altenpflegeeinrichtungen. Diese Arbeit verfolgt die Zielstellung, Lernanforderungen und Lernbereiche durch Erweiterung und Entwicklung individueller Kompetenzen von Altenpflegekräften bei der Implementierung von Qualitätsmanagement und im Rahmen der Qualitätsentwicklung zu erheben und miteinander zu vergleichen. Im Mittelpunkt stehen dabei die Analyse der Bewältigung von Alltagsanforderungen von Altenpflegepersonal sowie die Untersuchung von Situationsbeschreibungen und kritischen Ereignissen (Critical Incidents) mittels der Critical Incident Technique sowie weiterhin Maßnahmen zur Veränderung von strukturellen und organisatorischen Abläufen und Handlungen in der Betreuung und Pflege von Bewohnern in Altenpflegeeinrichtungen. Die Ergebnisse der Untersuchung zeigen auf, dass Qualitätsentwicklung auf der einen Seite Kompetenzentwicklung, aber andererseits auch eine Entwicklung von Defiziten und einen Kompetenzverlust der Mitarbeiter begünstigen kann, und Kompetenzentwicklung benötigt. Weiterhin werden organisatorische und strukturelle Einflüsse auf die Kompetenzentwicklung sowie die erforderlichen Veränderungen und Voraussetzungen erläutert, um überhaupt ein Lernen und die Entwicklung von Kompetenzen zu ermöglichen.

It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. Although customer service experiences are a well recognised research topic in both, culinary arts and service research, dynamic interactions, activities and the customers’ active involvement have so far gained little attention. As a consequence the approach in previous research paints a rather static picture of customer service experiences. By introducing the principles of service dominant logic a first person view and the understanding of drivers of customer service experiences could be facilitated. The overall aim of the thesis is to extend and deepen the understandin of drivers of favourable and unfavourable customer service experiences.The context selected is the restaurant context. The overall aim is reflected in four intermediate aims. Two separate studies were conducted. First a two-stage questionnaire based study, describing the phone reservation encounter compared to dining satisfaction; second a critical incident technique study including 195 short narratives of customers’ favourable and unfavourable service experiences at restaurants. Interview data were analysed according to constant comparative analysis principles.The main empirical contributions of this thesis are the move from static descriptions of service to examining dynamic drivers of favourable and unfavourable customers’ service experiences, and especially the analysis of social interactions as a driver of service experiences and the categorisation of drivers. Theoretically the thesis introduces the experience driver constellation, reflecting the dynamic process of co-creation in specific situations,when favourable and unfavourable customer service experiences are formed. Suggestions are made to develop the Five Aspects Meal Model and the Experience Room Framework through the addition of actors, the exterior environment and organisational routines to the models.

The aim of this study was to investigate how air traffic controllers cope with stress and also to determine whether there were statistically significant differences in the coping behaviour of air traffic control staff from different groups. The study was conducted on a sample of Air Traffic Controllers who control civilian aircraft in the South African airspace. The coping resources inventory (CRI) assessment was used to collect data and analysed to determine how controllers cope with stress and whether there are differences in the coping behaviour of air traffic control staff from different groups. The results showed that air traffic controllers use emotional coping resources to cope with stressful work situations and make less use of cognitive coping resources. The results also showed that there were no statistically significant differences in the coping behaviour of air traffic control staff from different groups. / Industrial and organisational psychology / M.A. (Industrial and Organisational Psychology)

Bakgrund: Sjuksköterskan är i sin yrkesposition ofta utsatt för traumatiska upplevelser och kritiska händelser i olika omvårdnadssituationer. Olika faktorer påverkar sjuksköterskans möjligheter och förmåga att återhämta sig psykiskt vilket i många fall leder till sjukskrivningar eller att de till och med lämnar yrket. Med den stora bristen av sjuksköterskor som sjukvården brottas med är det viktigt att uppmärksamma det stöd som sjuksköterskan behöver för att utöva sitt yrke på ett patientsäkert sätt och på ett sätt som inte äventyrar den egna hälsan. Syfte: Att beskriva sjuksköterskors behov av stöd efter traumatiska upplevelser i omvårdnadssituationer. Metod: Litteraturöversikt över 10 artiklar. Resultat: Resultatet visar att sjuksköterskor har ett behov av stöd i form av debriefing, praktiskt och emotionellt stöd främst från kollegor, och ett organisatoriskt stöd där vårdledare erbjuder stödinterventioner om så efterfrågas.    Slutsats: För att sjuksköterskor ska trivas och orka arbeta ett helt yrkesliv inom vården är det viktigt att uppmärksamma behovet av stöd efter olika traumatiska händelser. Likaså att vårdledaren arbetar för en god kamratanda i teamet eftersom det kollegiala stödet visade sig vara det viktigaste för sjuksköterskan. / Background: Nurses are in their profession often exposed to traumatic or critical incidents in situations of caring. Different terms affect nurses possibility and ability to recover psychically which in many cases leads to sick leave or that they even leave their profession. With the lack of nurses that health organizations today struggle with it is important to pay attention to the support that nurses need to practise their profession in a patient safe way that not jeopardizes her own health. Aim: To describe nurses need of support after traumatic/critital incidents in situations of care. Method: Literature review of 10 articles. Result: The result shows that nurses has a need of support in terms of debriefing, practical and emotional support mainly from colleagues, and organizational support where managers offers support interventions if needed. Conclusion: For the wellbeing of nurses in their working life in the health care it is important to acknowledge their need of support after traumatic incidents. Likewise, it is important that the nurse manager creates a positive team spirit as collegial support has shown to be the most important for the nurse.