Cambiamento e management di servizi complessi: la scheda etno-narrativa per sostenere buoni processi di convivenza

[Autom. eng. transl.] The management of change in complex services today requires middle management to redesign its work object and its professional practices to meet new needs. To this end, it appears crucial to activate training processes that allow those who are in management functions to: 1) develop research and analysis skills on their own practices and work objects; 2) crossing the conflict, inevitably connected with change, as an opportunity for reflection and review of its activities 3) building new and shared directories of management practices capable of re-establishing the pact of coexistence within the managerial community. Starting from this hypothesis, and within the framework of an educational intervention conducted in an educational service, the article presents a specific tool to develop opportunities for exchange, reflection and the construction of a cohabitation that is as generative as possible within one challenging change scenario.