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O papel do gestor de recursos humanos na mediação e gestão de conflitos nas organizações
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| 1.19 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
Este estudo tem como objetivo principal estudar as estratégias e os processos
utilizados pelos Gestores de Recursos Humanos na gestão e mediação de conflitos
dentro da organização.
A metodologia adotada foi a qualitativa, tratando-se de um estudo
exploratório, que contou com a participação de seis Gestores de Recursos Humanos e
o instrumento de recolha de dados utilizado foi a entrevista semiestruturada e a
técnica de análise de dados, a análise de conteúdo.
Os resultados obtidos demonstram que o Gestor de Recursos Humanos
desempenha um papel de extrema relevância na organização e neste caso em concreto,
na gestão e mediação de conflitos, intervindo como um facilitador neutro e imparcial e,
concomitantemente, promovendo um processo de comunicação eficaz. Este deve
possuir competências como a empatia, a escuta ativa, a comunicação clara, o controlo
emocional, a neutralidade e a imparcialidade, com a finalidade de conseguir contribuir
para o surgimento de soluções construtivas e das quais beneficiam as partes envolvidas
no conflito e, em última instância, a organização.
Conclui-se que a gestão e mediação de conflitos é um processo essencial e
necessário no quotidiano organizacional, contribuindo positivamente para um bom e
saudável ambiente organizacional, favorecendo a inovação, o reconhecimento mútuo e
o fortalecimento das relações entre os colaboradores.
This study aims to examine the strategies and processes used by Human Resource Managers in managing and mediating conflicts within organizations. The adopted methodology is qualitative, as it is an exploratory study involving six Human Resource Managers. Data collection was conducted through semi-structured interviews, and content analysis was applied as the content analysis technique. The findings reveal that the Human Resource Manager plays a highly significant role within the organization, particularly in conflict management and mediation, acting as a neutral and impartial facilitator while promoting effective communication processes. HRMs must possess skills such as empathy, active listening, clear communication, emotional control, neutrality, and impartiality to foster constructive solutions that benefit both the parties involved in the conflict and, ultimately, the organization. It is concluded that conflict management and mediation are essential and necessary processes in organizational daily life, contributing positively to a healthy organizational environment, fostering innovation, mutual recognition, and the strengthening of relationships among employees.
This study aims to examine the strategies and processes used by Human Resource Managers in managing and mediating conflicts within organizations. The adopted methodology is qualitative, as it is an exploratory study involving six Human Resource Managers. Data collection was conducted through semi-structured interviews, and content analysis was applied as the content analysis technique. The findings reveal that the Human Resource Manager plays a highly significant role within the organization, particularly in conflict management and mediation, acting as a neutral and impartial facilitator while promoting effective communication processes. HRMs must possess skills such as empathy, active listening, clear communication, emotional control, neutrality, and impartiality to foster constructive solutions that benefit both the parties involved in the conflict and, ultimately, the organization. It is concluded that conflict management and mediation are essential and necessary processes in organizational daily life, contributing positively to a healthy organizational environment, fostering innovation, mutual recognition, and the strengthening of relationships among employees.
Description
Keywords
Gestão de recursos humanos Conflitos Neutralidade Imparcialidade Gestão e mediação Organização Human Resource Management Conflicts Neutrality Impartiality Management and Mediation Organization