Préparation Psychologique Et Accueil Professionnel. « Cas Des Agents Du Poste De Péage De Davié »

Resume. La presente etude a pour objectif de verifier la relation entre la non preparation psychologique des agents a travers la formation, les stages, l’experience professionnelle et les prestations de ceux-ci sous l’angle de l’accueil professionnel au poste de peage de Davie. L’etude a porte sur un echantillon de 44 agents. L’hypothese qui sous-tend la presente etude est qu’il existe une relation entre la non preparation des agents et l’accueil defectueux constate au poste de peage de Davie et qui s’illustrait par des violences surtout verbales. La theorie de Lewin et les theories psychanalytiques ont servi de soubassement dans la lecture des resultats qui confirment que, les agents qui ont une certaine experience professionnelle et surtout qui ont travaille deja avec un public tres exigent, ont plus de maitrise de soi et font usage d’un tact devant les situations d’agression de la part de la clientele. De ce fait, ils ont peu de relations conflictuelles avec les usagers que les autres. Pour ce qui est des formations inherentes a l’accueil, il s’est degage clairement qu’elles contribuent a la maitrise de soi et des frustrations et par consequent reduisent la vulnerabilite a la violence. Mots cles : Formation, experience, accueil professionnel, climat de travail . Summary The objective of this study is to verify the relationship between the psychological unpreparedness of agents through training, internships, work experience and their performance in terms of professional reception at the Davie toll booth. The study involved a sample of 44 agents. The hypothesis underlying this study is that there is a relationship between the unpreparedness of the agents and the defective reception observed at the Davie toll booth, which was illustrated by mainly verbal violence. Lewin's theory and psychoanalytical theories were used as a basis in the reading of the results, which confirm that agents with a certain professional experience and especially those who have already worked with a very demanding public, have more self-control and use tact when faced with aggressive situations from customers. As a result, they have fewer conflictual relationships with users than others. As for the training inherent to the reception, it was clearly shown that it contributes to self-control and frustration and consequently reduces the vulnerability to violence. Key words: Training, experience, professional reception, work climate.