{"id":3444,"date":"2025-10-29T11:00:00","date_gmt":"2025-10-29T09:00:00","guid":{"rendered":"https:\/\/ereinn.com\/hirugarren-pertsonen-jazarpena-jendaurreko-arretan-nola-babestu-langileak\/"},"modified":"2026-05-11T13:36:24","modified_gmt":"2026-05-11T11:36:24","slug":"hirugarren-pertsonen-jazarpena-jendaurreko-arretan-nola-babestu-langileak","status":"publish","type":"post","link":"https:\/\/ereinn.com\/eu\/hirugarren-pertsonen-jazarpena-jendaurreko-arretan-nola-babestu-langileak\/","title":{"rendered":"Hirugarren pertsonen jazarpena jendaurreko arretan: nola babestu langileak"},"content":{"rendered":"\n<p>Jendearen arretarako sektoreetan lan egiten duten pertsonek \u2014hala nola merkataritzan, ostalaritzan, garraioan edo osasungintzan\u2014 etsaitasun-egoerak jasan ditzakete bezeroen, pazienteen edo erabiltzaileen aldetik. Fenomeno hori, hirugarrenen indarkeria gisa ezagutzen dena, arrisku psikosoziala da, laneko arriskuen prebentzioari buruzko araudian onartzen dena, eta prebentzio-neurri espezifikoak ezartzea eskatzen du (Estatuko Aldizkari Ofiziala [BOE], 1995; Laneko Segurtasun eta Osasunerako Institutu Nazionala [INSST], 2021).  <\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Arau-esparrua eta erreferentzia ofizialak <\/strong><\/h2>\n\n<p><strong>Laneko Arriskuen Prebentzioari buruzko 31\/1995 Legeak <\/strong>ezartzen du enpresak betebeharra duela langileen segurtasuna eta osasuna bermatzeko lanarekin lotutako alderdi guztietan, arrisku psikosozialekiko esposizioa barne, hala nola kanpo-indarkeria (BOE, 1995). <\/p>\n\n<p>INSSTk honela definitzen du hirugarrenen indarkeria: erakundetik kanpoko pertsonek egiten dituzten etsaitasun-jokabideak, mehatxuak edo eraso fisiko edo psikologikoak, eta haien ebaluazioa eta kontrola prebentzio-kudeaketan txertatzeko eskatzen du (INSST, 2021). Laneko Segurtasun eta Osasunerako Europako Agentziak (EU-OSHA) indarkeria mota hori lehentasunezko arrisku-faktoretzat jotzen du zuzeneko arreta ematen den inguruneetan (EU-OSHA, 2010).  <\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Arrisku-faktore ohikoenak <\/strong><\/h2>\n\n<p>Esposizioa sektorearen arabera aldatzen bada ere, faktore batzuek etsaitasuna izateko aukera handitzen dute: <\/p>\n\n<ul class=\"wp-block-list\">\n<li>Gaueko ordutegiak edo txanda isolatuak, ohikoak ostalaritzan edo garraioan. <\/li>\n\n\n\n<li>Bezeroen txandakatze handia, hala nola txikizkako merkataritzan edo jatetxeetan. <\/li>\n\n\n\n<li>Tentsio emozionaleko inguruneak, osasun-arretaren bereizgarriak. <\/li>\n\n\n\n<li>Genero-estereotipoak, arreta zuzeneko postuetan emakumeen aurkako jokabide etsaiak areagotu ditzaketenak (INSST, 2021). <\/li>\n<\/ul>\n\n<p>Faktore horiek detektatzea da prebentzio-plan eraginkorrak diseinatzeko lehen urratsa. <\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Prebentzio-neurri nahitaezkoak eta gomendatuak <\/strong><\/h2>\n\n<p>Araudia betetzeko eta langileak babesteko, enpresek berariazko neurriak txertatu behar dituzte beren prebentzio-planetan (BOE, 1995; INSST, 2021):<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Hitzezko erasoen, eraso fisikoen edo mehatxuen aurrean (eskalatzeko bideak eta gorabeherak erregistratzea barne) jarduteko protokolo argiak. <\/li>\n\n\n\n<li>Aurre egiteko eta komunikatzeko gaitasunei buruzko prestakuntza, bezeroekin, pazienteekin edo erabiltzaileekin harremanetan dauden taldeentzat. <\/li>\n\n\n\n<li>Antolamendu-errefortzuak, hala nola eskari-gailurretan laguntza izatea edo txanda kritikoak berrantolatzea. <\/li>\n\n\n\n<li>Laguntza psikosozialeko neurriak, gorabeherei aurre egiteko aholkularitza eta laguntza barne. <\/li>\n\n\n\n<li>Bezeroei eta erabiltzaileei zuzendutako sentsibilizazio-kanpainak, giza taldearekiko errespetua sustatuz. <\/li>\n<\/ul>\n\n<p>Neurri horiek modu parte-hartzailean diseinatzea gomendatzen du INSSTk, haien eraginkortasuna ziurtatzeko behar diren langileak eta legezko ordezkariak kontuan hartuta (INSST, 2021). <\/p>\n\n<h3 class=\"wp-block-heading\"><strong>Sektorekako adibideak <\/strong><\/h3>\n\n<ul class=\"wp-block-list\">\n<li>Ostalaritzan, jende asko biltzen den ekitaldietan langileak indartzea eta gatazken kudeaketan trebatzea. <\/li>\n\n\n\n<li>Garraioan, alarma-sistemak eta gaueko ibilbideetarako laguntza-protokoloak ezartzea. <\/li>\n\n\n\n<li>Osasungintzan, hitzezko deseskalatze-protokoloak ezartzea eta berehalako laguntza izatea gertaera bortitzen aurrean. <\/li>\n\n\n\n<li>Merkataritzan, bezeroei mezu ikusgarriak bidaltzea, gogoraraziz errespetua zerbitzuaren funtsezko zatia dela. <\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\"><strong>Ondorioa <\/strong><\/h2>\n\n<p>Hirugarrenen etsaitasuna ez da normalizatu behar jendearentzako arretako \u201clanaren parte\u201d gisa. Arrisku horien prebentzioa enpresa-estrategian txertatzeak langileak babesten ditu, zerbitzuaren kalitatea hobetzen du eta erakundearen izen ona indartzen du (EU-OSHA, 2010; INSST, 2021). Ereinn-en enpresei laguntzen diegu, haien prebentzio-planek hirugarrenen indarkeriaren aurkako neurri eraginkorrak har ditzaten, eta, hala, giza taldearen ongizatea lehentasun bihur dadin.  <\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Bibliografia <\/strong><\/h2>\n\n<p>\u25cf Laneko Segurtasun eta Osasunerako Europako Agentzia. (2010). Indarkeria lanean. EU-OSHA.   <a href=\"https:\/\/osha.europa.eu&#xA0;\">https:\/\/osha.europa.eu\n <\/a><\/p>\n\n<p>\u25cf Estatuko Aldizkari Ofiziala. (1995). 31\/1995 Legea, azaroaren 8koa, Laneko Arriskuen Prebentzioari buruzkoa (BOE-A-1995 24292). <a href=\"https:\/\/www.boe.es\/buscar\/act.php?id=BOE-A-1995-24292&#xA0;\">https:\/\/www.boe.es\/buscar\/act.php?id=BOE-A-1995-24292<\/a>  <\/p>\n\n<p>\u25cf Laneko Segurtasun eta Osasunerako Institutu Nazionala. (2021). Laneko arriskuen prebentzioaren kudeaketan arrisku psikosozialak integratzeko gida teknikoa. INSST.   <a href=\"https:\/\/www.insst.es\">https:\/\/www.insst.es<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Jendearen arretarako sektoreetan lan egiten duten pertsonek \u2014hala nola merkataritzan, ostalaritzan, garraioan edo osasungintzan\u2014 etsaitasun-egoerak jasan ditzakete bezeroen, pazienteen edo [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":3443,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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