This study draws on 41 interviews with managers and employees in the Norwegian public welfare services. The findings describe how employees in ambiguous semi-professional work experience frontline managers as knowledgeable. Underscoring the importance of managers with knowledge of the tasks at hand and field of work, the findings challenge existing theory on how managers support employees in discretionary work. An explanation for this may be found in the ambiguous, semi-professional setting requiring managerial input. The findings identify acts relevant for managing employees experiencing tensions between standardization and discretion.

中文翻译：

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知识和立场：如何处理模棱两可的公共福利工作

这项研究基于对挪威公共福利服务部门经理和员工的41次访谈。调查结果描述了模棱两可的半专业工作中的员工如何使前线经理知识渊博。研究结果突显了管理人员对手头任务和工作领域的了解的重要性，并挑战了有关管理人员如何支持员工从事自由裁量工作的现有理论。对此的解释可以在模棱两可的半专业环境中找到，需要管理人员的帮助。调查结果确定了与管理员工在标准化和自由裁量权之间存在紧张关系的行为。