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Déni du travail et tyrannie des normes-Denial of work and tyranny of norms

  • Damien Collard


    (Université de Franche-Comté)

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    (VF)L’objet de cet article est d’explorer, dans une perspective clinique, les mécanismes organisationnels qui favorisent le déni du travail, à partir de l’exemple de deux démarches qualité qui ont été déployées à la SNCF dans le domaine de la relation de service. Les normes de service qui ont été définies dans le cadre de ces deux démarches ont contribué au déni du travail des agents en front office de la SNCF, essentiellement parce que le respect de ces normes est devenue une fin en soi. Cette situation a fait naître une activité « contrariée » (CLOT, 1999) chez les agents en front office, dans la mesure où ces normes ont été perçues comme une entrave à la réalisation d’un travail de qualité. Dans les deux cas étudiés, le déni a porté simultanément sur : - la réalité (dans laquelle le travail de ces agents devait s’exercer), - le travail réel (par opposition au travail prescrit), - et le « réel du travail » (au sens où l’entend la psychodynamique du travail).(VA)Based on the example of two quality processes deployed at the SNCF in the field of the service encounter, the aim of this article is to explore, from a clinical point of view, organizational mechanisms which encourage the denial of work. The norms of services previously defined contributed to the front office agents’ denial of work, essentially because the respect of these norms became an ultimate finality. This situation has induced an “annoyed activity” (CLOT, 2009) among the front office agents, owing to the fact that the norms have been perceived as a hindrance to the accomplishment of a high-grade work. In the two previous practical examples, the reality (of work), the real work (in opposition to the prescribed work) and the “real of work” (in the meaning of the psychodynamics of work) have been denied.

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    Paper provided by Université de Bourgogne - CREGO EA7317 Centre de recherches en gestion des organisations in its series Working Papers CREGO with number 1120602.

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    Length: 22 pages
    Date of creation: Jun 2012
    Handle: RePEc:dij:wpfarg:1120602
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