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[1] => Array
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1
Catalog
PDF - Pour construire une culture institutionnelle inclusive - Compétences interculturelles dans les services sociaux (2011)
Construire une culture institutionnelle inclusive au sein de sociétés de plus en plus plurielles dans l'Europe du XXIe siècle implique, au-delà de l'effort de développement de compétences et de savoirs, des transformations dans la vision et l'action des administrations et des structures engagées dans l'octroi des services au public.Une compréhension fine du tissu institutionnel fait inexorablement partie de ce que l'on dénomme « intégration » et concerne également les minorités. Ce processus n'allant pas de soi, ce guide avance des propositions essentielles pour comprendre, dialoguer, orienter, négocier et résoudre des conflits. Ce guide est un outil essentiel pour les opérateurs publics et privés, et tout autre acteur conscient du besoin d'introduire dans l'échange, notamment lorsque les droits et la dignité humaine sont en jeu, ces éléments de réflexion et de compréhension. Cela permet de créer la confiance dans l'institution publique et d'éviter la peur ou toute autre barrière pouvant entraîner le non-accès ou l'accès inégal aux services publics. A travers ce travail, le Conseil de l'Europe rappelle que la justice, dans les sociétés plurielles, est le meilleur gage pour l'intégration et le vivre ensemble.
Préface
Introduction générale
Notes au lecteur
7 étapes vers une culture institutionnelle inclusive
Partie A
Réalités pluriculturelles et responsabilités institutionnelles
Partie B
Freins, obstacles et résistances
Partie C
Modèles d'intervention et de formation aux compétences interculturelles
Partie D
Identification, évaluation des besoins et traitement des demandes
Partie E
Traduction, médiation et évaluation : des outils de communication
Partie F
Dialogue, résolution de conflits et négociation
Partie G
Approches, politique, pratiques et stratégies d'implantation
Pour conclure...
Annexes
Bibliographie
Construire une culture institutionnelle inclusive au sein de sociétés de plus en plus plurielles dans l'Europe du XXIe siècle implique, au-delà de l'effort de développement de compétences et de savoirs, des transformations dans la vision et l'action des administrations et des structures engagées dans l'octroi des services au public.Une compréhension fine du tissu institutionnel fait inexorablement partie de ce que l'on dénomme « intégration » et concerne également les minorités. Ce processus n'allant pas de soi, ce guide avance des propositions essentielles pour comprendre, dialoguer, orienter, négocier et résoudre des conflits. Ce guide est un outil essentiel pour les opérateurs publics et privés, et tout autre acteur conscient du besoin d'introduire dans l'échange, notamment lorsque les droits et la dignité humaine sont en jeu, ces éléments de réflexion et de compréhension. Cela permet de créer la confiance dans l'institution publique et d'éviter la peur ou toute autre barrière pouvant entraîner le non-accès ou l'accès inégal aux services publics. A travers ce travail, le Conseil de l'Europe rappelle que la justice, dans les sociétés plurielles, est le meilleur gage pour l'intégration et le vivre ensemble.
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