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[{"key": "dc.contributor.advisor", "value": "Valkonen, Tarja", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Keikkala, Viivi", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2016-05-24T16:06:26Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2016-05-24T16:06:26Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2016", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1542056", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/49911", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "T\u00e4m\u00e4n maisterintutkielman tavoitteena oli kuvata ja ymm\u00e4rt\u00e4\u00e4, millaista kielellist\u00e4 ja nonverbaalista aggressiota j\u00e4rjestyksenvalvojat kokevat asiakaspalvelutilanteissa, miten he siihen reagoivat ja mit\u00e4 selitt\u00e4vi\u00e4 tekij\u00f6it\u00e4 he reagoinnilleen kertovat. Tutkielmassa tarkasteltiin j\u00e4rjestyksenvalvojien omia k\u00e4sityksi\u00e4 ja kokemuksia tutkimusaiheesta.\r\n\r\nTutkielma toteutettiin teemahaastattelulla. Tutkimuksessa haastateltiin seitsem\u00e4\u00e4 henkil\u00f6\u00e4, joista jokaisella oli haastatteluiden toteutushetkell\u00e4 voimassaoleva lakis\u00e4\u00e4teinen j\u00e4rjestyksenvalvojakortti. Aineiston analyysiss\u00e4 k\u00e4ytettiin laadullista sis\u00e4ll\u00f6nanalyysi\u00e4.\r\n\r\nAsiakkaiden j\u00e4rjestyksenvalvojiin kohdistama kielellinen ja nonverbaalinen aggressio ilmenee \u00e4kkin\u00e4isen\u00e4, ennakoimattomana ja rauhattomana k\u00e4ytt\u00e4ytymisen\u00e4. Tulosten mukaan kaikista uhkaavimpia asiakkaita ovat kuitenkin ne, jotka pystyv\u00e4t minimoimaan oman viestint\u00e4ns\u00e4 aggressiossa. \r\n\r\nJ\u00e4rjestyksenvalvojat pyrkiv\u00e4t aktiivisesti luomaan ja yll\u00e4pit\u00e4m\u00e4\u00e4n puhekontaktia aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4n asiakkaan kanssa. Tulosten perusteella j\u00e4rjestyksenvalvojat osoittavat lis\u00e4ksi kuuntelevansa aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4\u00e4 asiakasta, puhuvat rauhallisesti ja osoittavat vaarattomuutensa asiakkaalle. Keskeist\u00e4 j\u00e4rjestyksenvalvojan viestinn\u00e4ss\u00e4 on tulosten mukaan oman toiminnan perusteleminen. J\u00e4rjestyksenvalvojan aktiivinen liikkuminen ja n\u00e4kyvyys tapahtumaymp\u00e4rist\u00f6ss\u00e4 sek\u00e4 positiivisuuden ilment\u00e4minen koettiin aggressiivista k\u00e4ytt\u00e4ytymist\u00e4 ennalta est\u00e4v\u00e4ksi toiminnaksi.\r\n\r\nTuloksista k\u00e4vi ilmi, ett\u00e4 j\u00e4rjestyksenvalvojien viestint\u00e4\u00e4 aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4n asiakkaan kanssa selitt\u00e4v\u00e4t muun muassa ammattiin liittyv\u00e4t lakis\u00e4\u00e4d\u00f6kset, ammatilliset koulutukset, kollegoiden l\u00e4sn\u00e4olo tilanteessa sek\u00e4 j\u00e4rjestyksenvalvojan oma henkil\u00f6historia ja persoonallisuus. J\u00e4rjestyksenvalvojan ammattiroolin ja siihen liittyvien odotusten koettiin my\u00f6s vaikuttavan heid\u00e4n viestint\u00e4\u00e4ns\u00e4. Tunteiden hallinnalla j\u00e4rjestyksenvalvojat kertoivat pyrkiv\u00e4ns\u00e4 vaimentamaan ja peitt\u00e4m\u00e4\u00e4n omat negatiiviset tunteensa vuorovaikutustilanteessa aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4n asiakkaan kanssa. \r\n\r\nYhteenvetona tutkimustuloksista voidaan todeta, ett\u00e4 jokainen j\u00e4rjestyksenvalvojan ja aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4n asiakkaan v\u00e4linen vuorovaikutustilanne on yksil\u00f6llinen. Vuorovaikutustilannetta m\u00e4\u00e4ritt\u00e4v\u00e4t muun muassa tilannesidonnaiset muuttujat, sosiaaliset odotukset ja normit k\u00e4ytt\u00e4ytymisest\u00e4 sek\u00e4 tilanteen osapuolet. J\u00e4rjestyksenvalvojan olisi t\u00e4rke\u00e4 pysty\u00e4 muodostamaan tilanteesta kattava kokonaiskuva, jotta h\u00e4n pystyisi mukauttamaan viestint\u00e4ns\u00e4 tilanteeseen sopivaksi. Tutkimustuloksia voidaan hy\u00f6dynt\u00e4\u00e4 esimerkiksi vartiointi- ja suojeluty\u00f6toimialan koulutussis\u00e4lt\u00f6jen kehitt\u00e4misess\u00e4 sek\u00e4 tarkoituksenmukaisten toimintamallien laatimisessa haastaviin asiakaspalvelutilanteisiin.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Viivi Keikkala (vilekeik) on 2016-05-24 16:06:26.234586. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =True]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2016-05-24T16:06:26Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201605242685.docx: 213007 bytes, checksum: dd14186026a6a186ca7c59f2ae6309c4 (MD5)\r\nlicense.html: 4890 bytes, checksum: 649210075b299503188bf30db88b9d0c (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2016-05-24T16:06:26Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201605242685.docx: 213007 bytes, checksum: dd14186026a6a186ca7c59f2ae6309c4 (MD5)\r\nlicense.html: 4890 bytes, checksum: 649210075b299503188bf30db88b9d0c (MD5)\r\n Previous issue date: 2016", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (88 sivua)", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "aggressio", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakaspalvelu", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "j\u00e4rjestyksenvalvoja", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "kielellinen viestint\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "nonverbaalinen viestint\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "puheviestint\u00e4", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "ty\u00f6v\u00e4kivalta", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "\"Ensisijaisesti neuvoin, ohjein ja kehotuksin\" : j\u00e4rjestyksenvalvojan viestint\u00e4 aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4n asiakkaan kanssa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.title.alternative", "value": "J\u00e4rjestyksenvalvojan viestint\u00e4 aggressiivisesti k\u00e4ytt\u00e4ytyv\u00e4n asiakkaan kanssa", "language": null, "element": "title", "qualifier": "alternative", "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201605242685", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Humanistinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Humanities", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Viestint\u00e4tieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Communication", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Puheviestint\u00e4", "language": "fi", "element": "subject", "qualifier": "discipline", 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