Taylorismo Cibernético E Lesões Por Esforços Repetitivos Em Operadores De Telemarketing Em Salvador-Bahia

O presente artigo visa a compreender o processo de adoecimento pelas Lesões por Esforços Repetitivos (LER) em operadores de telemarketing e suas relações com as estratégias gerenciais associadas às novas tecnologias. Para este estudo qualitativo foram entrevistados trinta operadores portadores de LER, atendidos em ambulatório, entre 2007 e 2009 e realizadas observações nos ambientes de trabalho de dez empresas. Observaram-se condicionantes nocivos, decorrentes das transformações tecnológicas, do caráter virtual e comunicacional, o que demanda novas formas de cuidados a serem considerados na prevenção das LER. A noção de redes sociais, que permite operar "hipercorpos", nas relações entre operadores e clientes, ajuda no entendimento de aspectos subjetivos que favorecem a ocorrência de tensões e conflitos no universo virtual. Trata-se de estratégias gerenciais nocivas, que resultam em particularidades no desenvolvimento das LER, com produção social de estigmas e perversão de práticas de medicina do trabalho sincronizadas com princípios do taylorismo. PALAVRAS-CHAVE: trabalho, lesões por esforços repetitivos, telemarketing, novas tecnologias, saúde do trabalhador. CYBER TAYLORISM AND REPETITIVE STRAIN INJURY IN TELEMARKETING OPERATORS IN SALVADOR, BAHIA Paulo Gilvane Lopes Pena This paper aims to understand the disease process by repetitive strain injury (RSI) on telemarketers and its relationships with the management strategies associated with new technologies. For this qualitative study thirty operators and also RSI patients were interviewed who were treated at a clinic, between 2007 and 2009 and observations carried out in the workplace of ten companies. Adverse conditionants were observed resulting from technological changes and their communicational and virtual character, which require new forms of care to be considered in the prevention of RSI. The notion of social networks, enabling one to operate "hyperbodies", in the relations between operators and customers, helps in understanding the subjective aspects that favor the occurrence of tensions and conflicts in the virtual universe. These are harmful management strategies, that result in particular in the development of RSI, with the social production of stigma and perversion of labor medical practices work in sync with the principles of Taylorism. Keywords: labor, repetitive strain injuries, telemarketing, new technologies, worker's health. TAYLORISME CYBERNÉTIQUE ET TROUBLES MUSCULOSQUELETTIQUES CHEZ LES OPÉRATEURS DE TÉLÉMARKETING À SALVADOR-BAHIA Paulo Gilvane Lopes Pena Cet article se veut de comprendre le processus des maladies dues aux troubles musculosquelettiques (TMS) chez les opérateurs de télémarketing et leurs rapports avec les stratégies de gestion associées aux nouvelles technologies. Pour cette étude qualitative, trente opérateurs porteurs de TMS, traités en clinique, ont été interviewés entre 2007 et 2009 et des observations sur les lieux de travail ont été réalisées au sein de dix entreprises. On a pu observer des conditions défavorables dues aux changements technologiques et au caractère virtuel et communicationnel, ce qui suppose que de nouveaux types de soins devront être pris en considération pour la prévention des TMS. La notion de réseaux sociaux, qui permet d'opérer en "hypercorpus" dans les relations entre les opérateurs et les clients, nous aide à comprendre certains aspects subjectifs qui favorisent l'apparition de tensions et de conflits dans l'univers virtuel. Il s'agit de stratégies de gestion nuisibles qui entrainent des particularités dans le développement des TMS, engendrant une production sociale de stigmates et une perversion des pratiques de la médecine du travail en harmonie avec les principes du taylorisme. MOTS-CLÉS: travail, lésions dues aux efforts répétitifs (TMS), télémarketing, nouvelles technologies, santé du travailleur. Publicação Online do Caderno CRH: http://www.cadernocrh.ufba.br Publicação Online do Caderno CRH no Scielo: http://www.scielo.br/ccrh

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