Das Konzept der Interaktionsarbeit

Abstract

ZusammenfassungInteraktion spielt in der Arbeit an und mit Menschen eine besondere Rolle. Denn Menschen sind besondere "Arbeitsgegenstände". Zum einen haben sie eigene Interessen und Bedürfnisse; zum zweiten ist es auch von ihrem Handeln abhängig, dass die Dienstleistung gelingt. In diesem Beitrag wird das integrierte Konzept der Interaktionsarbeit vorgestellt, das diese besondere Arbeit mit ihren Merkmalen erfasst. Dabei geht es um die voraussetzungsreiche Herstellung einer Kooperationsbeziehung, den Umgang mit den eigenen Gefühlen, die Beeinflussung der Gefühle der Kunden, Klienten und Patienten und den Umgang mit den Unwägbarkeiten, die zur Arbeit an und mit Menschen gehören. In der Hinführung zum Konzept wird der vorliegende Forschungsstand umrissen, und am Ende werden weiterführende Forschungsfragen gestellt. Praktische Relevanz: Das Konzept und die dadurch angeleitete empirische Forschung stellen wichtige Grundlagen für eine Gestaltung der Arbeit an und mit Menschen dar. Denn Arbeitsgestaltung richtet sich nach wie vor weitgehend an der Arbeit an der Produktion und Verwaltung aus. Sie muss den Besonderheiten der Interaktionsarbeit gerecht werden, damit Belastungen der Beschäftigten reduziert und gute Dienstleistung ermöglicht wird.Schlüsselwörter Interaktionsarbeit · Dienstleistungen · Arbeitsgestaltung · Soziologie · Arbeitswissenschaft The concept of interaction work Abstract Interaction plays a special part in work on and with human beings, because human beings are a specific kind of "object of labour". On one hand, they pursue their own interests and have their own needs; on the other hand, the success of a service also depends on their own doings. This paper presents an integrated concept of interaction work that is apt to capture this specific kind of work with its special features. It includes producing a cooperation relationship which is a demanding task; dealing with the workers' feelings; influencing the feelings of customers, clients, and patients; and dealing with the imponderabilities that belong to any work on and with human beings. Initially an outline of the current state of research is given, and finally open research questions are elaborated. Practical Relevance: The concept of interaction work and the empirical research guided by this concept are essential foundations for shaping and designing work on and with human beings. Work design still tends to be oriented to production and administration work. However, design of interaction work needs to do justice to the specific features of work on and with persons in order to reduce occupational strain and stress and to enable good service quality.

Capturing Interactive Work for Nurses—First Validation of the German IWDS-N as a Multidimensional Measure

“…To examine the factor structure, an exploratory factor analysis (principal components analysis) was used with an oblique rotation (i.e., oblimin), as we assumed dependency among the four factors. This assumption is based on the significant conceptual overlap of all four factors as indicated by [7,8]. In line with our theoretical model, four factors were suggested by a parallel analysis, supporting the four-factor solution.…”

“…The integrated model of interactive work has developed over many years (for the most recent review see [8]). The concept provides a multifaceted perspective on the service industry and how services can successfully be obtained through the interaction of services provided and the service recipients.…”

“…Nevertheless, discrepancies in service expectations of service providers and service recipients cannot be fully ruled out. Service recipients are often not aware of this nor how they should and can contribute to the success of the service [8,16]. The more the service recipient is involved in service delivery, the greater the need for cooperation.…”

“…This seems to be particularly relevant in personal services, since working with and on people is fundamentally associated with imponderables and, for example, behavior and reactions cannot fully be planned in advance. This urges service providers to apply an explorative, dialogic-interactive approach, to trust their senses (e.g., odd smells or unusual sounds) and their experiential knowledge [7,8,17]. The demands of subjective acting easily translates into the nursing context when nurses have to react to situations, such as noticing odd smells during wound care.…”

“…At the heart of the nursing profession is the interaction with others [4], who have their own needs, interests, and expectancies towards the services provided by their nurses [5]. The integrated model of interactive work [6][7][8][9] claims that a service can only be achieved by the successful interaction between the service provider and the service recipient in that the interaction is not proceeded unilaterally by the service provider; the recipients are also actively involved in the process, making both parties interrelated. Therefore, the service recipient is not regarded as a mere "object" of the work, i.e., they are not a purely passive consumer.…”