Article 2018

The role of users in training for service professions in the context of tutorial interactions; Le rôle des usagers dans la formation aux métiers de services à l'aune des interactions tutorales

FL
Filliettaz, Laurent
Formation Emploi
Journal · Vol. 141 · pp. 45-66
Abstract

This article aims at describing in a methodical way how work situations involving the provision of services to « users » may entail specific contingencies and opportunities for novice workers when they have to learn practical skills during internships. The paper is based on video-ethnographic case studies, focusing on verbal and non-verbal interactions between trainees, workplace tutors and users in two distinct institutional contexts: early childhood education and a radiology center in a public hospital. The analyzes produced reveal that users - respectively patients and children - actively contribute to shape interaction processes and that they significantly affect the conditions through which trainees and tutors participate to work production tasks. © 2007 Documentation Francaise. All rights reserved.

Keywords

Author Keywords

Traineeship Switzerland learning process Tutoring trainee technical & vocational education Sandwich training Occupation in the service sector Service relationship Work analysis

Index Keywords

Author Affiliations
Laboratoire Recherche, Intervention, Formation et Travail (RIFT), Faculté de Psychologie et des Sciences de l'Education Université de Genève, Geneve, France
Funding & Acknowledgements
No funding information
References 10 References
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5 Boutet, Josiane, The language part of work, Langage et Societe, 98, 4, pp. 17-42, (2001)
6 La Vie Verbale Au Travail Des Manufactures Aux Centres D Appels, (2008)
7 Relation De Service Travailler Dans L Interaction, (2005)
8 Travail Et Apprentissages, (2014)
9 L Idee D Experience Dans La Philosophie De John Dewey, (1967)
10 Pratiques Professionnelles En Formation La Part Du Langage, (2015)
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Document Identifiers
  • EID 2-s2.0-85051005497
  • Language French