Article 2020

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 · Issue 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. © 2020 Tous droits réservés.

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), Université de Genève, Geneva, Switzerland
Funding & Acknowledgements
No funding information
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