ПРОФИЛАКТИКА КОНФЛИКТОГЕННЫХ ЗОН В СИСТЕМЕ СОЦИАЛЬНОГО ОБСЛУЖИВАНИЯ НА ПРИМЕРЕ СТАЦИОНАРНОГО УЧРЕЖДЕНИЯ

Abstract

This article examines the specifics of conflicts in the sphere of social services for elderly citizens. The significance of this phenomenon is updated in order to improve the quality of social services in the framework of the national regional project “Older generation”. In order to clarify the causes of conflicts, author's monitoring of social services for citizens over the past five years and an empirical study of two categories of respondents: professional providers and recipients of social services living in a stationary institution of the state budget institution of the Republic of Mari El Yoshkar-Ola residential home for the elderly and disabled “Pine grove” were conducted. The reason for the presented research was the causes of conflicts, the objects and frequency of conflict situations, the most acceptable outcomes of conflicts, strategies for the behavior of recipients and service providers, as well as measures to prevent the occurrence of conflict situations in an inpatient social service institution. A wide Arsenal of conflict zones is revealed: between residents, employees and recipients of social services, between employees and the administration. The main reasons are dissatisfaction with the quality of services, sometimes inconsistency of stay in a boarding school in the usual favorable environment, high psychological stress and emotional burnout of employees. Prevention measures should include lectures on conflict zones, social responsibility for their behavior, strict compliance with the rules and regulations of residence, and others. The relevance of conflict zones in the conditions of a stationary institution dictates the need for further experimental and empirical research on this issue.