Practicing reflection in work with people – interactive research innovating organizational models

Abstract

As in other Western countries, the majority of Norwegians are service workers. Three out of four in the workforce is occupied in private and public service and care. Even if the majority of service workers are women, it is still the case that half the male work force are engaged in service provision. Thirty years ago the typical expectation for a service provider was “service with a smile”. Today’s service worker is not only expected to manage their own emotions, but also to steer the receiver’s emotions in a manner that creates a positive and conducive atmosphere. This suggests a need for a richer of “thicker” set of competences for service workers, especially to take account of the tighter web of emotions between the provider and the receiver. However, contemporary service organizations are “thinner”; i.e. developed into flat hierarchies, typically with shift- and part-time work and enlarged number of service receivers per provider. An increased distance between co-workers is a consequence of this development. While individual task in the service work itself is both meaningful, varied with possibility of experiencing job-satisfaction and pride, the conditions for developing such “thicker” competences have become less attainable. Mastery of fewer but more challenging work tasks can make a difference between positive or negative feelings; between a good or a bad day. This article explores how employees and researchers in several interactive research projects – in private service as well as public health care – have developed and organized a routine for competence development among colleagues – a routine and practice of reflection – as an organizational move to change the structures and improve the conditions for increased mastery. Words: Service work, care work, emotion work, relation work, work strategies, surfer, conductor, enthusiast, coping, self-efficacy, mastery, self-reflection, collective reflection, development organisation.