Discussing the challenges of Operational Experience Feedback processes from the perspective of Psychodynamics of Work

Resumo

Paper aims: Elucidating the barriers for an active participation of field workers in Operational Experience Feedback (OEF) processes and identifying potential ways forward.

Originality: Although the literature on OEF already addresses its challenges and strategies, we identified an opportunity for delving deeper into the (inter)subjective issues involved. 

Research method: We conduct a review of the technical-scientific literature on OEF and elaborate a discussion in light of the theory of Psychodynamics of Work (PDW).

Main findings: Silence and disengagement in OEF can be the result of field workers and managers resorting to defensive strategies against the risks of questionings and critiques, which are nevertheless necessary for discussing and deliberating issues reported via OEF. The deliberation gap (i.e., the exclusion of field workers from deliberation of issues they report) can be an important element in the distrust and distance between field and management.

Implications for theory and practice: In order to strengthen OEF processes, we propose the development of collective resources that shall enable stakeholders dealing with questionings more constructively. For this purpose, we suggest strategies that consider the expectations on OEF results, performance evaluation criteria, and the conditions for field workers to participate in the deliberation of issues reported.