Entre a voz e o ouvido: o trabalho emocional e os impactos para a saúde dos trabalhadores do teleatendimento/telemarketing em Salvador
The main goal of this study is to understand teleassistance work, taking on the general hypothesis that capital appropriates human emotion to transform it in ‘emotional ability’, as instrument and means of producing more work and wealth, and this condition has induced to workers’ increasing condition of sickness. The study of case articulates qualitative and quantitative strategies and points to capture ‘the knowledge of doing’ from the actor’s viewpoint, to understand the reality of work in teleactivity centers. Conceptions and characteristics of Work Sociology as well as about worker’s health conditions have been used, thirty three interviews were carried out and a focal group formed. From the studied cases it turned out to be the population predominantly of female sex, living in quarters of low income, there is high demand of time in work organization, intense informational flow in standard time according to a formatted schedule that they continuously repeat, and that services or products are diverse among the contractual companies. They do their work with contained emotions also managing the clients’/ users’ feelings, aiming at more profit. To XXI century teleoperators, the structures of teleactivity centers represent the enterpriser’s society of New Technologies, where their work stays little pleasing and alienating as the one in factory. It also requires physical and mental overweight with high prevalence of osteomuscular sickness, damages of the nervous system, breathing apparatus diseases and mental and behavior problems.
Trabalho, Capital, Teleoperador, Apropriação da emoção humana, Saúde do trabalhador, Work, Teleoperator, Appropriation of human emotion, Worker’s Health
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Faculdade de Filosofia e Ciências Humanas