Our first approach is an operative diagnosis with, in the case presented, an objective of reducing incivility.
This diagnosis is carried out with the assistance of the agents concerned and their managers.
The observation at the origin of this approach is that of unease and demotivation in the face of the incivilities experienced by the teams working in a leisure park.
The risks are twofold:
- psychosocial for employees
- degradation of the park's image and economic consequences
The interviews conducted with volunteers give rise to feedback to the DG for proposals by LACT and validation of targeted actions; these are of different types:
- strategic framing with the management team to "think" the incivilities based on the content reported
- training to resolve conflicts based on concrete cases described by the personnel interviewed
- post traumatic stress management actions for extreme cases
