| Description |
1 online resource (194 pages) |
| Contents |
Cover; Half Title; Title Page; Copyright Page; Table of Contents; Acknowledgements; Foreword; Preface to the English Edition; Introduction; Analytical framework and research methods; Bureaucratic encounters: from the social problem to the sociological object; Roles, identities and institutions; Bureaucratic relationships and power relations; Fieldwork and methodology; Part I The Social Conditions of the Administrative Relationship; I. The public; Dealing first-hand with social transformations; Social differences in the relationship to the institution; Diverse institutional careers |
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Expressing social discontentII. Organising face-to-face encounters; Organising the reception; Of spatial and human divisions; III. An unequal relationship; Producing deference; Institutional answers to ordinary demands; Surrendering to the institution; IV. Administrative exchanges, normative exchanges; Identity control; From administrative to social goodwill; Part II The Agentâ#x80;#x99;s Two Bodies; I. The post and the role of the agent; An isolated post; A loosely defined function; Disputes on the definition of the agentâ#x80;#x99;s role; II. On becoming an agent; Integration by accident |
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Reception work as an escapeHow to learn what cannot be taught; III. The agents as individuals; Personal dispositions, relationship to the job and definition of the role; Of â#x80;#x98;instinctâ#x80;#x99; in reception work; IV. Facing misery; Suffering of the client, suffering of the agent; Individual involvement and social vocations; V. Managing social inequality; Adapting to the public; The social conditions of compassion; VI. The agentâ#x80;#x99;s separate identities; The ambiguity of personalisation; A necessary self-division; When self-division fails; Self-division strategies |
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Part III Questioning the Institutional OrderI. Flaws in the system; Irregularities; Injustice; The uses of discretion; II. Putting up with the institution; A strategic docility?; Silence: between deprivation and self-protection; Distance, defiance, distrust; III. The return of the repressed individual; When visitors get personal; Deterioration of the exchange; The difficulties in dealing with violence; IV. Adapting the institution; A place to talk; New uses of the institution, new institutional roles; Conclusion; Appendix 1: Biographical Notes on the Reception Agents |
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Appendix 2: Glossary of AcronymsReferences; Author Index |
| Notes |
Print version record |
| Subject |
France-Social policy-1995-
|
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Human services-France
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Public welfare-France
|
| Form |
Electronic book
|
| ISBN |
9781317039723 |
|
1317039726 |
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