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Advisor(s)
Abstract(s)
Compreendendo que o Trabalhador Social assume um papel importante no
desenvolvimento da intervenção social, e visto ser o elo de ligação entre o cliente e a
instituição, o presente trabalho pretende investigar o problema: Como é que as práticas
profissionais do técnico no processo de atendimento concorrem para o desenvolvimento da
intervenção? Rogers (1961), Cormier e Cormier (1998) e Egan (2003, citado por TACCA)
referem que técnicas profissionais como escuta ativa, empatia, espontaneidade e aceitação
incondicional promovem o estabelecimento da relação de ajuda. Segundo os mesmo autores,
na relação estabelecida se o cliente se sentir ouvido, compreendido e respeitado envolve-se
autonomamente no processo de intervenção social. A intervenção é considerada bem
sucedida quando se verifica alteração ou transformação na situação trazida pelo cliente.
Contudo, quando o técnico intervem, não pode descurar as normas institucionais e a
legislação. Em conformidade com a questão enunciada e de forma a compreender os desafios,
as dificuldades e as experiências dos profissionais, identificaram-se como objetivos desta
investigação: identificar os maiores desafios experienciados pelo profissional nos
atendimentos; conhecer as estratégias utilizadas para lidar com as dificuldades experienciadas
no decurso do atendimento; compreender como o profissional estabelece os limites da relação
de atendimento; identificar as circunstâncias em que o cliente manifesta hostilidade e,
identificar estratégias de regulação em manifestações de hostilidade.
A presente investigação carateriza-se por um estudo exploratório qualitativo. Os dados
são recolhidos através de trinta e cinco observações naturalistas em contextos de atendimento
a cinco profissionais da área social e, através de cinco entrevistas semi-estruturadas (aplicada
uma por participante).
Após a análise de conteúdo, constatou-se que os técnicos enumeraram fatores externos
que podem influenciar o desenvolvimento do atendimento, como: ocultação de informações
pessoais ou económicas pelo cliente, isolamento institucional e local, clientes com problemas
psiquiátricos, incumprimento das regras pelos clientes e sobrecarga de trabalho imposto pela
instituição. Verifica-se também que os profissionais, de acordo com o referido nas
entrevistas, conhecem técnicas imprescindíveis ao estabelecimento de uma adequada relação
profissional como a empatia, clarificação, sumarização, genuinidade e acolhimento caloroso.
No entanto, quando realizadas as observações, são registadas inadequações no uso das
técnicas ou ausência das mesmas. É, por exemplo, notória a ausência de recurso a técnicas
subjacentes à realização de escuta ativa.
Understanding that the Social Worker plays an important role in the development of social intervention, and since it is the link between the client and the institution, the present work intends to investigate the problem: How do the professional practices of the technician in the service process compete for the development of the intervention? Rogers (1961), Cormier and Cormier (1998) and Egan (2003, quoted by TACCA) point out that professional techniques such as active listening, empathy, spontaneity and unconditional acceptance promote the establishment of the aid relationship. According to the same authors, in the relation established if the client feels heard, understood and respected, it is autonomously involved in the process of social intervention. The intervention is considered successful when there is change or transformation in the situation brought by the client. However, when the technician intervenes, he can not neglect institutional norms and legislation. In accordance with the aforementioned question and in order to understand the challenges, the difficulties and the experiences of the professionals, the objectives of this research were identified as: to identify the greatest challenges experienced by the professionals in the care; to know the strategies used to deal with the difficulties experienced during the course of care; understand how the professional establishes the limits of the service relationship; identify the circumstances in which the client manifests hostility, and identify regulatory strategies in manifestations of hostility. The present investigation is characterized by a qualitative exploratory study. The data are collected through thirty-five naturalistic observations in contexts of service to five professionals in the social area and, through five semi-structured interviews (applied one per participant). After analyzing the contents, it was verified that the technicians enumerated external factors that could influence the development of the service, such as: hiding personal or economic information by the client, institutional and local isolation, clients with psychiatric problems, overload imposed by the institution. It is also verified that the professionals, according to the mentioned in the interviews, know techniques essential to the establishment of an adequate professional relation as empathy, clarification, summarization, genuineness and warm welcome. However, when observations are made, inadequacies in the use of the techniques or lack thereof are recorded. It is, for example, notorious for the lack of recourse to the techniques underlying the performance of active listening.
Understanding that the Social Worker plays an important role in the development of social intervention, and since it is the link between the client and the institution, the present work intends to investigate the problem: How do the professional practices of the technician in the service process compete for the development of the intervention? Rogers (1961), Cormier and Cormier (1998) and Egan (2003, quoted by TACCA) point out that professional techniques such as active listening, empathy, spontaneity and unconditional acceptance promote the establishment of the aid relationship. According to the same authors, in the relation established if the client feels heard, understood and respected, it is autonomously involved in the process of social intervention. The intervention is considered successful when there is change or transformation in the situation brought by the client. However, when the technician intervenes, he can not neglect institutional norms and legislation. In accordance with the aforementioned question and in order to understand the challenges, the difficulties and the experiences of the professionals, the objectives of this research were identified as: to identify the greatest challenges experienced by the professionals in the care; to know the strategies used to deal with the difficulties experienced during the course of care; understand how the professional establishes the limits of the service relationship; identify the circumstances in which the client manifests hostility, and identify regulatory strategies in manifestations of hostility. The present investigation is characterized by a qualitative exploratory study. The data are collected through thirty-five naturalistic observations in contexts of service to five professionals in the social area and, through five semi-structured interviews (applied one per participant). After analyzing the contents, it was verified that the technicians enumerated external factors that could influence the development of the service, such as: hiding personal or economic information by the client, institutional and local isolation, clients with psychiatric problems, overload imposed by the institution. It is also verified that the professionals, according to the mentioned in the interviews, know techniques essential to the establishment of an adequate professional relation as empathy, clarification, summarization, genuineness and warm welcome. However, when observations are made, inadequacies in the use of the techniques or lack thereof are recorded. It is, for example, notorious for the lack of recourse to the techniques underlying the performance of active listening.
Description
Keywords
Trabalhador social Práticas profissionais Cliente