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|a The Bureaucrat and the Poor
|b Encounters in French Welfare Offices
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|a 1st ed
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|a London
|b Taylor and Francis
|c 2016
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|a Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Acknowledgements -- Foreword -- Preface to the English Edition -- Introduction -- Analytical framework and research methods -- Bureaucratic encounters: from the social problem to the sociological object -- Roles, identities and institutions -- Bureaucratic relationships and power relations -- Fieldwork and methodology -- Part I The Social Conditions of the Administrative Relationship -- I. The public -- Dealing first-hand with social transformations -- Social differences in the relationship to the institution -- Diverse institutional careers -- Expressing social discontent -- II. Organising face-to-face encounters -- Organising the reception -- Of spatial and human divisions -- III. An unequal relationship -- Producing deference -- Institutional answers to ordinary demands -- Surrendering to the institution -- IV. Administrative exchanges, normative exchanges -- Identity control -- From administrative to social goodwill -- Part II The Agentâs Two Bodies -- I. The post and the role of the agent -- An isolated post -- A loosely defined function -- Disputes on the definition of the agentâs role -- II. On becoming an agent -- Integration by accident -- Reception work as an escape -- How to learn what cannot be taught -- III. The agents as individuals -- Personal dispositions, relationship to the job and definition of the role -- Of âinstinctâ in reception work -- IV. Facing misery -- Suffering of the client, suffering of the agent -- Individual involvement and social vocations -- V. Managing social inequality -- Adapting to the public -- The social conditions of compassion -- VI. The agentâs separate identities -- The ambiguity of personalisation -- A necessary self-division -- When self-division fails -- Self-division strategies
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| 520 |
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|a Part III Questioning the Institutional Order -- I. Flaws in the system -- Irregularities -- Injustice -- The uses of discretion -- II. Putting up with the institution -- A strategic docility? -- Silence: between deprivation and self-protection -- Distance, defiance, distrust -- III. The return of the repressed individual -- When visitors get personal -- Deterioration of the exchange -- The difficulties in dealing with violence -- IV. Adapting the institution -- A place to talk -- New uses of the institution, new institutional roles -- Conclusion -- Appendix 1: Biographical Notes on the Reception Agents -- Appendix 2: Glossary of Acronyms -- References -- Author Index
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