Les violences externes au travail : facteurs générateurs, perceptions et réactions des agents

International audienceExternal violences are the violences exerted against an employee on his workplace. The phenomenon constitutes an increasing risk, in particular for the employees in relation with a public. This article presents a research undertaken within a social structure, worked out starting from problems which relate to the identification of external violences, perceptions and reactions located of the agents in daily relation with users; starting from a collection of data resulting from interviews and observations on three sites. The articlepoints the multi-determined character of violences and the strategies put in work by the agents to cope with it. In that, he questions the phenomenon within the organizations of service in link with the complexity of the situations of the users. (C) 2017 AIPTLF. Published by Elsevier Masson SAS. All rights reserved