{"id":3754,"date":"2012-03-20T18:30:18","date_gmt":"2012-03-20T18:30:18","guid":{"rendered":"http:\/\/localhost:8080\/?p=3754"},"modified":"2012-03-20T18:30:18","modified_gmt":"2012-03-20T18:30:18","slug":"violence-au-travail-comment-faire-face-entreprise-et-carrieres","status":"publish","type":"post","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/2012\/03\/20\/violence-au-travail-comment-faire-face-entreprise-et-carrieres\/","title":{"rendered":"Violence au travail, comment faire face ? &#8211; Entreprise et Carri\u00e8res"},"content":{"rendered":"<p><strong>De nombreux salari\u00e9s sont aujourd&rsquo;hui confront\u00e9s \u00e0 des agressions verbales ou physiques.<\/strong><\/p>\n<p><strong>&nbsp;<\/strong> Les RH les accompagnent face aux traumatismes subis et, en amont, leurs proposent des formations. Mais, de plus en plus, les entreprises sont conduites \u00e0 s&rsquo;interroger sur la responsabiit\u00e9 de leur propre organisation du travail dans l&rsquo;escalade des incivilit\u00e9s.<\/p>\n<p>\u00a0<\/p>\n<p>&#8230;.<strong>L&rsquo;agressivit\u00e9 est devenue une routine<\/strong><\/p>\n<p>Lorsque l&rsquo;organisation ou l&rsquo;entreprise ne donne pas aux salari\u00e9s les moyens de r\u00e9pondre aux exigences des clients, le m\u00e9contentement est facilement aux rendez-vous<em>. <\/em><\/p>\n<p><em>\u00ab\u00a0L&rsquo;agressivit\u00e9 est devenue une routine et les coll\u00e8gues ont tendance \u00e0 ne plus saisir les incivilit\u00e9s dans l&rsquo;outil, ou seulement les agressions graves, t\u00e9moigne une employ\u00e9e de France T\u00e9l\u00e9com Orange, d\u00e9l\u00e9gu\u00e9e du personnel. Le client souhaite une qualit\u00e9 de service et il n&rsquo;a pas toujours les r\u00e9ponses en boutique.&nbsp;Nous pouvons avoir du mal \u00e0 joindre le service client, ou alors nous n&rsquo;avons pas l&rsquo;autonomie pour retirer une option&#8230;\u00a0\u00bb<\/em><\/p>\n<p>\u00a0<\/p>\n<p><strong><em>\u00ab\u00a0Les clients n&rsquo;en peuvent plus de la complexit\u00e9 de nos syst\u00e8mes d&rsquo;information, <\/em>abonde S\u00e9bastien Crozier, pr\u00e9sident de la CFE-CGC\/Unsa de France T\u00e9l\u00e9com-Orange.<em> La direction a certes renforc\u00e9 le service dans les boutiques, mais la violence a resurgi avec l&rsquo;arriv\u00e9e de l&rsquo;offre de Free.\u00a0\u00bb<\/em><\/strong><\/p>\n<p>\u00a0<\/p>\n<p>La DRH souligne &nbsp;que<em> \u00ab\u00a0les salari\u00e9s ont gard\u00e9 leur sang-froid. Tr\u00e8s vite, ils ont eu communication des offres commerciales leur permettant de r\u00e9pondre, et les managers ont \u00e9t\u00e9 tr\u00e8s pr\u00e9sents aupr\u00e8s des \u00e9quipes\u00a0\u00bb. &#8230;<\/em><\/p>\n<p>\u00a0<\/p>\n<p><strong>Extrait : Entreprise et Carri\u00e8res &#8211; Virginie Leblanc &#8211; 20 mars 2012<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>De nombreux salari\u00e9s sont aujourd&rsquo;hui confront\u00e9s \u00e0 des agressions verbales ou physiques. &nbsp; Les RH les accompagnent face aux traumatismes subis et, en amont, leurs proposent des formations. Mais, de [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[121],"tags":[],"class_list":["post-3754","post","type-post","status-publish","format-standard","hentry","category-revue-de-presse"],"blog_post_layout_featured_media_urls":{"thumbnail":"","full":""},"categories_names":{"121":{"name":"Dans les m\u00e9dias","link":"https:\/\/dev.cfecgc-orange.app\/index.php\/category\/presse\/revue-de-presse\/"}},"tags_names":[],"comments_number":"0","wpmagazine_modules_featured_media_urls":{"thumbnail":"","cvmm-medium":"","cvmm-medium-plus":"","cvmm-portrait":"","cvmm-medium-square":"","cvmm-large":"","cvmm-small":"","full":""},"_links":{"self":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/3754","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/comments?post=3754"}],"version-history":[{"count":0,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/posts\/3754\/revisions"}],"wp:attachment":[{"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/media?parent=3754"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/categories?post=3754"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/dev.cfecgc-orange.app\/index.php\/wp-json\/wp\/v2\/tags?post=3754"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}