Orientador: Gustavo José de Toledo Pedroso / Banca: Gustavo José de Toledo Poderoso / Banca: Kelen Christina Leite / Resumo: A reorganização do capital implicou em uma série de mudanças na própria relação com o trabalho. Um dos elementos centrais dessas mudanças são as novas formas de mobilização das capacidades cognitivas e afetivas da força de trabalho instauradas pelo toyotismo, gerando novas formas de sofrimento. Em seus estudos sobre essas novas formas de sofrimento, Christophe Dejours elabora um diagnóstico complexo, que tem como uma de suas categorias centrais a ideia do zelo. Identificou-se que o zelo se liga, por um lado, ao medo, que permite incorporá-lo de modo mais eficaz ao processo de produção e, por outro, ao reconhecimento, que permite a quem se dedica ao trabalho que se reconcilie com o sofrimento. Nesse sentido, a proposta desta pesquisa é a de compreender a elaboração do conceito de zelo na obra de Christophe Dejours, avaliando as possibilidades e os limites deste conceito. Entendemos que esse sofrimento é explorado pelos novos mecanismos de gestão neoliberal como instrumento de mobilização do zelo, conduzindo quem se dedica ao trabalho a consentir com as exigências crescentes em termos de produtividade e desempenho, bem como sua participação em tarefas reprováveis em termos morais. / Abstract: The reorganization of capital implied a series of changes in the relationship with labor itself. One of the central elements of these changes is the new forms of mobilization of the cognitive and affective capacities of the work force established by toyotism, generating new forms of suffering. In his studies about these new forms of suffering, Christophe Dejours elaborates a complex diagnosis, which has as one of its central categories the idea of zeal. It has been identified that zeal is linked, on the one hand, to fear, which allows it to be incorporated more effectively into the production process and, on the other hand, to recognition, which allows those who work to reconcile with the suffering. Therein, the proposal of this research is to understand the elaboration of the concept of zeal in the work of Christophe Dejours, evaluating the possibilities and the limits of this concept. We understand that this suffering is exploited by the new mechanisms of neoliberal management as an instrument of mobilization of zeal, leading those engaged in the work to consent to the increasing demands in terms of productivity and performance, as well as their participation in objectionable tasks in moral terms. / Mestre

Submitted by ANGELICA GOMES DA SILVA (angelicagsilva@yahoo.com.br) on 2017-08-23T23:53:39Z No. of bitstreams: 1 tese final para impressão e entrega.pdf: 1772877 bytes, checksum: 85f2182e56a4ab0f02c5043eef9d01b2 (MD5) / Approved for entry into archive by LUIZA DE MENEZES ROMANETTO (luizamenezes@reitoria.unesp.br) on 2017-08-25T14:03:11Z (GMT) No. of bitstreams: 1 silva_ag_dr_fran.pdf: 1772877 bytes, checksum: 85f2182e56a4ab0f02c5043eef9d01b2 (MD5) / Made available in DSpace on 2017-08-25T14:03:11Z (GMT). No. of bitstreams: 1 silva_ag_dr_fran.pdf: 1772877 bytes, checksum: 85f2182e56a4ab0f02c5043eef9d01b2 (MD5) Previous issue date: 2017-03-27 / A pesquisa “Quando a devolução acontece nos processos de adoção: um estudo a partir das narrativas de assistentes sociais no Tribunal de Justiça de Minas Gerais” busca aprofundar a intervenção profissional de assistentes sociais no judiciário mineiro, na área do direito à convivência familiar, nos processos de adoção, particularmente diante das motivações ou decisão dos pretendentes para devolução da criança e do adolescente, consequentemente do rompimento de vínculos. Este buscou um aprofundamento teórico da trajetória sócio-histórica dos direitos sociais na área da infância e juventude, sua estreita relação com a origem do Serviço Social no país, a partir da década de 30 e a legitimação do assistente social como perito social, profissional importante para as decisões judiciais neste contexto. A pesquisa qualitativa se propõe a realizar uma análise crítica, construída através da pesquisa narrativa como possibilidade para apreensão das vivências dos sujeitos diante de experiências concretas, relacionadas ao objeto. Participam desta pesquisa de campo, cinco assistentes sociais que atuam em comarcas nas regiões sul e do triângulo do Estado de Minas Gerais, as quais registraram, por meio de textos narrativos, suas experiências com devolução em processos de adoção. Em um segundo momento, foram realizadas entrevistas semiestruturadas, as quais permitiram conhecer a compreensão das profissionais acerca de conceitos importantes que compõem este estudo. As questões subjetivas trazidas pelas famílias adotivas, diante dos conflitos vividos na experiência de se tornarem família, pais e filhos, inserem-se neste trabalho como expressão importante na intervenção profissional. Contudo, diante da relação que o tema ocupou na história da profissão, identificada ao conservadorismo, apresentamos um aprofundamento do tema, buscando relacioná-lo como elemento possível à intervenção crítica, numa perspectiva de totalidade. As histórias narradas e as entrevistas confirmaram que questões subjetivas estão presentes como elemento fundamental no trabalho dos assistentes sociais nos processos de adoção nas Varas da Infância e Juventude e seu conhecimento pressupõe estudos interdisciplinares. / The research "When the devolution takes place in the adoption processes: a study from the narratives of social workers in the Court of Justice of Minas Gerais" seeks to deepen the professional intervention of social workers in the mining judiciary, in the area of the right to family life, in the Adoption processes, particularly in the face of the motivations or decision of the suitors for the return of the child and the adolescent, consequently of the rupture of bonds. This research sought a theoretical deepening of the socio-historical trajectory of social rights in the area of childhood and youth, its close relationship with the origin of Social Service in the country, from the 30's and the legitimation of the social worker as an important professional social expert Judicial decisions in this context. Qualitative research proposes to perform a critical analysis, built through narrative research as a possibility to apprehend the subjects' experiences in the face of concrete experiences related to the object. Five of the social workers who work in the southern regions and in the triangle of the State of Minas Gerais participate in this field survey, which, through narrative texts, recorded their experiences with devolution in adoption processes. Secondly, semi-structured interviews were carried out, which allowed us to understand the professionals' understanding of important concepts that make up this study. The subjective issues brought by adoptive families, faced with the conflicts experienced in the experience of becoming family, parents and children, are inserted in this work as an important expression in professional intervention. However, given the relationship that the theme occupied in the history of the profession, identified with conservatism, we present a deepening of the theme, seeking to relate it as a possible element to critical intervention, in a perspective of totality. The narrated stories and interviews confirmed that subjective issues are present as a fundamental element in the work of social workers in the adoption processes in the Sticks of Youth and Childhood and their knowledge presupposes interdisciplinary studies.

Thesis (MTech(Business Administration))--Cape Technikon, Cape Town,1996 / All organisations, profit as well as nonprofit, are increasingly coming to the realization that trying to compete solely on costs leads to ineffectiveness and a weaker financial position. Competing on the basis of product or service differentiation is becoming increasingly futile because products and services are becoming less and less unique. To ensure survival, effectiveness and competitiveness, organisations must provide services of exceptionally high quality. Providing services of high quality has proven to be the single most important factor contributing to organisational success and well-being. Providing services of superb quality also presents an important opportunity for organisational differentiation. A major requirement for successful management is effective measurement. This study is motivated by the limited research and resulting limited literature available on this subject in social work. The development of the SERVQUAL instrument offers a possible reliable and valid device for the measurement of service quality in social work. However, SERVQUAL has not been subjected to rigorous testing for reliability and validity in a social work organisation. In this research SERVQUAL was used to measure the quality of services in a social work organisation. The aim of this research was to determine the applicability, reliability and validity of the instrument in a social work organisation. Attention was given to literature that focuses on service quality, its measurement and management. The empirical research involved executives, social workers and clients of the social work organisation. It was found that SERVQUAL can be applied to social work services and it proved to be a reliable and valid instrument for measuring service quality. However, further research is necessary to improve the quality of services to clients and directions for future research are indicated.

M.A. / The role of volunteerism in South Africa and more particularly in the welfare system tends to be underestimated. Possible reasons are that the value of volunteers is lost due to bad management and utilisation, as well as misconceptions of what “volunteerism” is and who the “volunteer” is. Another reason is that the relationship between social workers and volunteers is based on preconceived ideas and distrust. Greater awareness and broadening of the concepts “volunteerism” and “volunteer” are needed to describe the nature of volunteerism. Welfare organisations are also forced by cutbacks in state subsidies as well as having a broader client system (communities) to find more creative ways to deal with these challenges. The transformation process regarding social work that came into being in 1994 led to the implementation of a national welfare policy in 1997. This shifted the focus to social development. On ground level the focus shifted to an integrated community development approach and intervention strategies that focus on prevention, empowerment and development to a level of self-help. The aim of this study is to explore the nature of volunteerism within the context of the new dispensation, since 1994 and develop guidelines for the establishment of a formal volunteer programme. A qualitative approach, using an inductive strategy, was followed to achieve the aim of the study. Since 1994 the scope of literature regarding the nature of volunteer work within the context of the new dispensation in South Africa, as well as the development of a national volunteer policy and a formal volunteer programme for the welfare system seems to be non-existing. The study focuses on the social work practice as departure point in exploring the research theme. A focus group discussion, in-depth interviews and semi-structured interviews were conducted with social workers and management of welfare organisations on the West Rand and in Pretoria and also with two experts in the field of volunteerism, from Cape Town and Nelspruit. Results focused on the nature of volunteer work as part of the welfare organisations’ community development programmes and projects. Through the interviews and the focus group discussion, intensive explorations of the respondent’s own reality regarding the subject in the social work practice was possible. The data was gathered by means of transcribed audiotapes. The researcher and a co-coder both did colour coding and through the use of a schedule, categories were created. Patterns appeared from which central themes were extracted as the result of the study. The results were compared to a relevant literature control. Connections were made between the results and the literature control by means of direct quotations of the responses in the transcripts. / Prof. J.B.S. Nel

M.A. / It is widely known that countertransference that is not understood or managed can result in ineffective treatment, inaccurate diagnosis and premature termination of counselling by the client or student social worker. This dissertation seeks to answer the question: “How do social work students experience and manage countertransference with their clients in their counselling process in the absence of former knowledge of this phenomenon?” A qualitative, phenomenological research design was used. There were five participants in the study, all of whom were third year social work students at the University of Johannesburg. This study was exploratory in nature and used semi-structured interviews to expose the students‟ personal countertransference experiences with as much richness and depth as possible. The history of countertransference is outlined, followed by a review of how to understand and use this construct. The participating students‟ experience of unrecognised countertransference forms the data, from which a better understanding of this phenomenon is gained. It is observed throughout this study that the students were distressed by their countertransferential experience, which left them feeling overwhelmed and confused. Such a response is understandable, given that the students had inadequate knowledge of countertransference and therefore could not understand the dynamics of countertransference or effectively manage and utilise countertransference in counselling. Five themes emerge that are consistent with the prior literature on countertransference in the therapeutic milieu. Findings from this study may broaden insight on the various ways in which the lack of training and knowledge of managing countertransference affect the social work student-client dynamic. The study concludes that (1) countertransference clearly affects the counselling process, and when students have little former knowledge or understanding of countertransference, they often feel overwhelmed. (2) Students do struggle with their unmanaged countertransference, which produces feelings of incompetence and ineffectiveness. (3) The students showed ability and interest in understanding how their countertransference impacted on themselves and the counselling process. Supervision can be a helpful tool to foster openness and understanding, so that students can explore their countertransferential experience. (4) The need for education and training in management of countertransference in students‟ internship programme is critical. While more research is indicated, the results of this study provide a deeper understanding of countertransference, and the importance of teaching this phenomenon as part of undergraduate students‟ learning process.

M.A. (Social Work) / Stress is a well-known phenomenon in our everyday lives, and has a serious impact on our personal and social functioning. Stress is experienced by almost all individuals, especially in their work-environment, and has a huge impact on their functioning, motivation, performance, colleagues and even clients. Within the Department of Social Development there is a lot of red tape, challenges and situations that create stress for the employees on an ongoing basis. If these situations are not handled and managed correctly and effectively through successful stress management, intervention methods, and also support systems, it can prove detrimental to employees on the level of service delivery. Within the Department of Social Development, social workers are irreplaceable in their roles, as they fulfil the core functions of the Department. They are responsible for the social work services to clients and the public, and also all other duties that go hand in hand in improving their clients’ social functioning. Observations by the researcher in her own work environment (Ekurhuleni region) showed that social workers and other employees are overworked and stressed out, and sick leave is taken regularly for stress-related problems. Some of the current workplace trends have been determined in a pre-study by the author during March/April 2008 (Maré, 2008). The reason for the study was to determine if social workers in the Ekurhuleni Region experience negative stress, and if it is related to their work. The aim was to discover if the source of their stress is work-related, and if they can successfully cope with this work-related stress and deal with it. The researcher is a social worker in the Ekurhuleni Region and has been in the position of having to cope with tremendous work-related stress in conditions which made coping with it difficult. With this study, the researcher wanted to investigate the stress experience of social workers and their way of coping with it, in order to develop guidelines from the results that would assist the social workers in effectively handling their work-related stress. These guidelines should not only improve the functioning of the social workers, but also impact positively on the service delivery of the organisation. Social work is a helping profession in which social workers draws from themselves to be able to assist clients with their problems and stress. This in itself can turn out to be a stressful situation, as social workers ignore their own stress through focusing on the client. The social worker’s own functioning is not as important as the client’s, and therefore the social worker’s needs are forgotten or ignored. The researcher hopes that with this study a positive contribution will be made in understanding the needs of the helper, instead of only focusing on the helpless.

Magister Administrationis - MAdmin / South Africa

Effective delivery of health and social care requires collaboration between professions. The aim of this research study was to explore one element of that collaboration – the contribution made by social workers to multi-disciplinary professional practice in adult services in England. The study was conducted against the backcloth of the Modernisation agenda for health and social care integration. This approach was first introduced by the New Labour Government (1997-2010) and strengthened by the vision and expectations championed in the policy documents, Valuing People (2001) and Valuing People Now (2009) for adults with learning disabilities. Hermeneutical phenomenology, drawn from Heidegger, underpinned the methodological and philosophical approach which led to an emphasis upon rich description and interpretations of individual lived-worlds. The theoretical position adopted was informed by Wenger’s work on Communities of Practice, which is grounded in the importance of social interactions inherent within multi-disciplinary practice between different professionals. Participants included registered social workers (n=9) and allied health professionals (n=8). Data was generated over a nine month period. Semi-structured interviews were utilised with all professional participants. Data was analysed using Nvivo (10) and an Interpretative Phenomenological Analysis towards the data was adopted. Individual vignettes were presented on behalf of local citizens (n=9) which represented their personal narratives about the value of social work, embedded within this multi-disciplinary context. The key findings highlighted the unwavering commitment from social workers to advocate on behalf of vulnerable adults. This was underpinned by adherence to professional social work values which facilitated their abilities to deliver a plethora of professional services. Allied health professionals substantiated the important contributions of social workers within the multi-disciplinary team, alongside local citizens who confirmed social workers valuable roles as part of their complex networks of support. The implications from this research study suggested that inter-professional education and training could augment collaboration between professions to progress the current health and social care agenda, focused upon integration in England.

The aim of this diploma thesis is to describe the methods for assessing the effectiveness of social services. I use the example of the organization Cesta domů o. s. applying the multicriteria method created by South Moravian Region for assessing the effectiveness of registered social services provided in its region. At the beginning I explain what social service is, its history and the types of social services, then the financial sources that can be used. Subsequently the methods that are suitable for assessing the effectiveness of social services. For my analysis I use the example of the organization Cesta domů o. s. , describing the organization itself and the social services it provides, the organization provides respite care and professional social consulting, following that there is an analysis of the effectiveness of the two provided social services. In closing I present the results of my analysis.

M.A. / South Africa is a country characterised by inherent diversity of culture, language and race and is undergoing a process of reconstruction and development. This entails the establishment of a new national identity and socio-political structure based on integration, accommodation of difference and equity of access to the basic necessities for mental, physical, social and spiritual well-being for all its citizens within budgetary and personnel limitations. Mental health care needs and services have been shaped by socio-political and economic factors in the past. Further there has been unequal access to health care, which focused on psychiatric conditions and which provided curative, institutionalised care. Little provision was made for mental health care of children and mentally handicapped persons. A climate of unprecedented change and uncertainty also impacts on the mental health care of South Africans. A vital part of the Reconstruction and Development Programme is the reorientation of health care, which includes mental health, to a comprehensive health care approach with emphasis on primary preventive and promotive health care. An invaluable, economical yet untapped source of manpower to provide primary mental health care is the paraprofessional counsellor. Paraprofessional mental health workers can provide first level mental health care in the form of growth counselling which includes primary preventive and promotive care as well as some secondary and tertiary mental health care. In order to provide safe and effective care, this category of health worker needs to be carefully selected and trained and should work under the supervision of professional mental health care workers. The role of the latter needs to be re-evaluated in the context of South Africa. Effective and efficient care can be facilitated by the use of a simple yet comprehensive model for the selection and training of paraprofessionals and to guide their contribution to mental health care in South Africa. Two theoretical shifts have influenced mental health care. These are the paradigm shift from linear Cartesian-Newtonian thinking to the circular systems epistemology and the movement in psychological theories to ecosystemic theories. These developments have given rise to the bio-psycho-social model which does provide a basis for holistic health care but it excludes the spiritual dimension. This dissertation examines the concept of spirituality and argues for its inclusion in a truly holistic model of human functioning. The Pursuit of Wholeness model is proposed as a simply yet truly holistic tool to effect efficient, economical and ethical mental health care using , paraprofessionals. The model is described in detail and its use by paraprofessional counsellors in a growth counselling situation is discussed. An evaluative study was undertaken to test the use of the Pursuit of Wholeness model by paraprofessionals in three organisations. Results showed that the Pursuit of Wholeness model has the potential to enable paraprofessional counsellors through holistic growth counselling to contribute significantly to mental health care in South Africa.