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BACKGROUND: There are companies that can be considered financially successful while creating negative externalities for their workers. This is the case of contact centers. OBJECTIVE: The objective of this article is to investigate the challenges for a service company (such as a contact center) in reconciling its economic and financial objectives with the promotion of the work dimension, guaranteeing workers the possibility of professional, collective, and human development. METHODS: This research has a qualitative ethnographic approach. An activity-centered work analysis method, also known as "Ergonomic Work Analysis" (EWA), was carried out in one of the largest companies in the Brazilian contact center market. RESULTS: The case shows that the achievement of economic-financial objectives of the analyzed company is mainly done by harming the well-being of its workers. In particular, the work of the attendants did not bring any development perspective for them. The prevalence of instrumental rationality in decision-making processes and the asymmetry of power relations between stakeholders are the main reasons why workers' well-being is not considered. CONCLUSION: The discussion proposes that work-related sciences, such as ergonomics and psychodynamics of work, can bring another type of rationality to the decision-making processes of companies. The work also needs to be sustainable enough to allow the construction and development of professionals, and the health of working population, while improving the company's performance.

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INTRODUCTION: Work-related issues are already part of the theoretical framework and the historical rationale that underpin corporate sustainability. However, the relationship between work and sustainability is still little known in company practices. Based on the concepts of activity-centered ergonomics (ACE) and psychodynamics of work (PDW), this paper investigates the meaning of "sustainable work" in Brazilian companies. Thus, two research questions guided this study: How the concept of "sustainable work" can be defined in the perception of companies based on the perspective of ACE and PDW? How the concepts provided by these approaches can help companies in developing practices towards sustainable work? METHOD: Case studies conducted in ten Brazilian companies engaged in corporate sustainability practices involving document analysis, interviews, and content analysis. RESULTS: Companies recognize the importance of human action in organizational processes, by considering people as the cornerstone for ensuring corporate sustainability, and seeking to build a work with meaning and significance. However, i) Improvement actions are usually mitigatory or compensatory, acting on the effects while the root causes remain untouched; ii) Sustainability initiatives focus on individual issues, in most cases on the leader (individual), narrowing its scope and neglecting broader, important topics such as work organization and work content; iii) Both work overload and work for sustainability agenda are usually disregarded; iv) A comprehensive view of health should not be limited to the workplace. CONCLUSIONS: According to companies' perceptions, sustainable work includes but is not limited to integrating work to corporate sustainability guidelines, respecting labor laws and human rights, developing synergy between areas/departments towards sustainability, providing possibilities for constructing health in its multidimensionality with the worker as protagonist, and creating work that is meaningful, pleasurable and leads to happiness and recognition. ACE and PDW offer valuable concepts to support companies in bridging the gap between their corporate sustainability vision and practices, i.e., transforming guidelines into actions towards sustainable work. In this sense, sustainable work is believed to be that which improves the organization's performance and promotes professional development as well as workers' health broadly and positively (not limited to the absence of illness, but in the sense of building health) and well-being. Thus, it fosters respect for and the development of intelligence and creativity (as opposed to alienating work) by performing work that has meaning and significance, understanding the profound importance of physical, cognitive and organizational issues, and above all, the importance of work to the development of culture (Bolis et al., 2014).

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O trabalho apresenta um estudo sobre o trabalho feminino considerando a dor e a somatização como expressões do sofrimento. Para alcançar os objetivos da pesquisa, foi efetuada uma pesquisa bibliográfica abordando, em especial, a articulação da temática com os fundamentos da psicodinâmica do trabalho e com as pesquisas sobre trabalho e gênero. Existe uma relação complexa que vincula a dor às vivências subjetivas e à identidade social. Da mesma forma, a ausência de espaços para discussão e visibilidade das contribuições da mulher impedem que haja uma reapropriação do significado do seu trabalho enquanto fonte de prazer, independência e realização. (AU)

The paper presents a study on women's work considering the pain and somatization as expressions of suffering. To achieve the objectives of this research, a bibliographic research was made addressing, in particular, the articulation of the theme with the fundamentals of work psychodynamics and a research about work and gender.There is a complex relationship that links the pain with the subjective experiences and social identity. Likewise, the lack of discussion and visibility of woman's contributions refrains the reappropriation of the meaning of her work as a source of pleasure, independence and fulfillment. (AU)

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O trabalho apresenta um estudo sobre o trabalho feminino considerando a dor e a somatização como expressões do sofrimento. Para alcançar os objetivos da pesquisa, foi efetuada uma pesquisa bibliográfica abordando, em especial, a articulação da temática com os fundamentos da psicodinâmica do trabalho e com as pesquisas sobre trabalho e gênero. Existe uma relação complexa que vincula a dor às vivências subjetivas e à identidade social. Da mesma forma, a ausência de espaços para discussão e visibilidade das contribuições da mulher impedem que haja uma reapropriação do significado do seu trabalho enquanto fonte de prazer, independência e realização...

The paper presents a study on women's work considering the pain and somatization as expressions of suffering. To achieve the objectives of this research, a bibliographic research was made addressing, in particular, thearticulation of the theme with the fundamentals of work psychodynamicsand a research about work and gender.There is a complex relationship that links the pain with the subjectiveexperiences and social identity. Likewise, the lack of discussion and visibility of woman's contributionsrefrains the reappropriation of the meaning of her work as a source ofpleasure, independence and fulfillment...

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Com uso do método clínico, esse estudo apresenta e discute alguns aspectos teóricos metodológicos relacionados a práticas de pesquisa-intervenção grupal na clínica do trabalho, apoiado nos princípios da psicodinâmica do trabalho, da psicanálise e da técnica dos grupos operativos, junto ao SUS, com mulheres trabalhadoras de diferentes categorias profissionais que tinham em comum o adoecimento relacionado ao trabalho. Esta articulação viabiliza um tipo de intervenção que envolve a pesquisa, a investigação e a ação, associando modos particulares que fortaleçam a ação, por meio da prática de intervenção grupal. Ao construir coletivamente, mediante o espaço de escuta e de fala compartilhada, o reconhecimento, a cooperação, a ressignificação do sofrimento e a liberdade de agir. Permite a construção de um espaço público de discussão, responsável pelo processo de elaboração e per-elaboração das situações de trabalho vivenciadas, contribuindo, assim, para criar modos de resistência dos trabalhadores à dominação estabelecida nos processo de gestão da organização do trabalho, constituindo uma estratégia para manter e garantir a saúde mental no trabalho. (AU)

This study utilized the clinical method to present and discuss some theoretical methodological aspects related to group research-intervention practices in the clinic of work, based on the psychodynamics of work and on clinical records related to a group intervention process, by the SUS, with working women from various professional groups, who had, in common, experienced work-related illness. This articulation enables a type of intervention that involves research, investigation and action, involving particular modes that strengthen the action through the practice of group intervention. By means of the space of shared listening and speaking, the recognition, the cooperation, the reframing of suffering, and the freedom to act is built collectively. This allows the construction of a public space for discussion, responsible for the process of elaboration and secondary elaboration of work situations experienced, thereby contributing to create modes of worker resistance to the domination established in the process of managing the organization of work, constituting a strategy to maintain and ensure mental health at work. (AU)

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Com uso do método clínico, esse estudo apresenta e discute alguns aspectos teóricos metodológicos relacionados a práticas de pesquisa-intervenção grupal na clínica do trabalho, apoiado nos princípios da psicodinâmica do trabalho, da psicanálise e da técnica dos grupos operativos, junto ao SUS, com mulheres trabalhadoras de diferentes categorias profissionais que tinham em comum o adoecimento relacionado ao trabalho. Esta articulação viabiliza um tipo de intervenção que envolve a pesquisa, a investigação e a ação, associando modos particulares que fortaleçam a ação, por meio da prática de intervenção grupal. Ao construir coletivamente, mediante o espaço de escuta e de fala compartilhada, o reconhecimento, a cooperação, a ressignificação do sofrimento e a liberdade de agir. Permite a construção de um espaço público de discussão, responsável pelo processo de elaboração e per-elaboração das situações de trabalho vivenciadas, contribuindo, assim, para criar modos de resistência dos trabalhadores à dominação estabelecida nos processo de gestão da organização do trabalho, constituindo uma estratégia para manter e garantir a saúde mental no trabalho.

This study utilized the clinical method to present and discuss some theoretical methodological aspects related to group research-intervention practices in the clinic of work, based on the psychodynamics of work and on clinical records related to a group intervention process, by the SUS, with working women from various professional groups, who had, in common, experienced work-related illness. This articulation enables a type of intervention that involves research, investigation and action, involving particular modes that strengthen the action through the practice of group intervention. By means of the space of shared listening and speaking, the recognition, the cooperation, the reframing of suffering, and the freedom to act is built collectively. This allows the construction of a public space for discussion, responsible for the process of elaboration and secondary elaboration of work situations experienced, thereby contributing to create modes of worker resistance to the domination established in the process of managing the organization of work, constituting a strategy to maintain and ensure mental health at work.

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Este artigo aborda a dinâmica saúde/sofrimento mental, vivida por educadores sociais de uma escola, no trabalho com adolescentes em situação de rua. Trata-se do resultado de pesquisa de mestrado desenvolvida na Universidade Federal do Rio Grande do Sul (UFRGS). A metodologia em psicodinâmica do trabalho foi utilizada para a investigação da relação de prazer e/ou sofrimento, além da identificação das estratégias individuais e coletivas, construídas por esses educadores, para o enfrentamento do cotidiano no trabalho. Verificou-se que os educadores encontram-se mobilizados pela situação de vida do público atendido, assim como pelas relações estabelecidas com os colegas e com a rede de serviços externa à escola. Também está presente um esvaziamento dos vínculos de confiança e de cooperação entre os pares, não possibilitando a construção coletiva de superação das dificuldades encontradas. As mudanças de gestão, a descontinuidade de programas e projetos têm influenciado diretamente a escola e seus trabalhadores, mas, ao mesmo tempo, ainda permanece, nesses educadores, o desejo de transformação da realidade. É possível afirmar a importância da manutenção de um espaço público de discussão dos trabalhadores da escola, que possa qualificar seu trabalho e construir relações baseadas na confiança e cooperação. Assim, tendem a ser viabilizadas transformações das situações de trabalho, bem como a criação de novas maneiras de trabalhar e de promover saúde(AU)

This article approaches the dynamic health/mental suffering, lived for social educators of a school, in the work with adolescents in street situation, result of a research of master in science. The methodology in psychodynamics of work was used for the inquiry of the relation of pleasure and/or suffering, beyond the identification of the individual and collective strategies, constructed for these educators, for the confrontation of the daily one in the work. It was verified that the educators meet mobilized by the situation of life of the taken care of public, as well as for the relations established with the colleagues and the external net of services to the school. Also the bonds of confidence and cooperation between the pairs is present, not making possible the collective construction of overcoming of the joined difficulties. The management changes, the discontinuity of the programs and projects, have influenced directly the school and its workers, but at the same time, still remain, in these educators, the desire of transformation of the reality. It is possible to affirm the importance of the maintenance of a public space of quarrel of the workers of the school, that can characterize its work and construct to relations based on the confidence and cooperation. Making possible transformations of the work situations, and creation in new ways to work and to promote health(AU)

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Este artigo aborda a dinâmica saúde/sofrimento mental, vivida por educadores sociais de uma escola, no trabalho com adolescentes em situação de rua. Trata-se do resultado de pesquisa de mestrado desenvolvida na Universidade Federal do Rio Grande do Sul (UFRGS). A metodologia em psicodinâmica do trabalho foi utilizada para a investigação da relação de prazer e/ou sofrimento, além da identificação das estratégias individuais e coletivas, construídas por esses educadores, para o enfrentamento do cotidiano no trabalho. Verificou-se que os educadores encontram-se mobilizados pela situação de vida do público atendido, assim como pelas relações estabelecidas com os colegas e com a rede de serviços externa à escola. Também está presente um esvaziamento dos vínculos de confiança e de cooperação entre os pares, não possibilitando a construção coletiva de superação das dificuldades encontradas. As mudanças de gestão, a descontinuidade de programas e projetos têm influenciado diretamente a escola e seus trabalhadores, mas, ao mesmo tempo, ainda permanece, nesses educadores, o desejo de transformação da realidade. É possível afirmar a importância da manutenção de um espaço público de discussão dos trabalhadores da escola, que possa qualificar seu trabalho e construir relações baseadas na confiança e cooperação. Assim, tendem a ser viabilizadas transformações das situações de trabalho, bem como a criação de novas maneiras de trabalhar e de promover saúde.

This article approaches the dynamic health/mental suffering, lived for social educators of a school, in the work with adolescents in street situation, result of a research of master in science. The methodology in psychodynamics of work was used for the inquiry of the relation of pleasure and/or suffering, beyond the identification of the individual and collective strategies, constructed for these educators, for the confrontation of the daily one in the work. It was verified that the educators meet mobilized by the situation of life of the taken care of public, as well as for the relations established with the colleagues and the external net of services to the school. Also the bonds of confidence and cooperation between the pairs is present, not making possible the collective construction of overcoming of the joined difficulties. The management changes, the discontinuity of the programs and projects, have influenced directly the school and its workers, but at the same time, still remain, in these educators, the desire of transformation of the reality. It is possible to affirm the importance of the maintenance of a public space of quarrel of the workers of the school, that can characterize its work and construct to relations based on the confidence and cooperation. Making possible transformations of the work situations, and creation in new ways to work and to promote health.

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Este estudo investigou o prazer e o sofrimento dos vendedores de uma empresa de material de construção, utilizando a abordagem da psicodinâmica do trabalho. Prazer refere-se a vivências de realização profissional e liberdade de expressão; sofrimento, por outro lado, refere-se a vivências de esgotamento emocional e de falta de reconhecimento. O sofrimento, quando vivenciado, é mediado por estratégias defensivas, de compensação e de mobilização subjetiva. No presente estudo foram realizadas entrevistas coletivas semi-estruturadas com dois grupos de sete vendedores, as quais foram posteriormente submetidas à análise de conteúdo categorial temática. As categorias resultantes foram "ressentimentos", "pressão no trabalho", "cansaço", "ambiguidade na relação com a chefia", "medo" e "desconfiança". Com base nas categorias resultantes, identifica-se o predomínio do sofrimento em função das pressões, da sobrecarga e da ausência de espaço para falar sobre o trabalho. As estratégias defensivas utilizadas pelos trabalhadores, entretanto, não têm sido suficientes para protegê-los do adoecimento físico e mental. Conclui-se o estudo com recomendações para a empresa e sugestões de novas pesquisas.

This study investigated pleasure and suffering of the sellers of a construction material company using the approach of psychodynamic of work. Pleasure consists of professional experience achievement and freedom of speech. Suffering refers, on the other hand, to emotional exhaustion and lack of recognition. During suffering experiences, it is possible to identify defensive, compensational and subjective mobilization strategies. In this study, collective semi-structured interviews were conducted with two groups of seven sellers each. After that, the interviews were submitted to a thematic categorical content analysis. The results pointed out that the categories were "resentment", "pressure at work", "tiredness", "ambiguity in the relationship with their bosses", "fear" and "distrust". Based on the resulting categories, it is possible to identify the prevalence of suffering at work related to the pressure, the overload and the lack of freedom to speak about the work. The defensive strategies applied by the sellers, however, have not been enough to protect them from mental and physics illness. This study is concluded with some recommendations to the company and suggestions of new studies.

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