Abstract
In a comparative study, 56 professionals who work in public organizations: schools, welfare and health agencies, were presented with three vignettes about conflicts with clients. They were then asked how they would respond to each case and which of their actions they would define as tools. It was found that nurses appear to hold the most mature practical and theoretical knowledge of tools; teachers present a rather practical stance, while social workers and school psychologists tend to rely on intuitive and ad hoc solutions. The discussion suggests how to educate professionals to use skills and tools more effectively in response to frequent chaotic situations.
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