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A influência das competências emocionais na resolução de conflitos organizacionais e na eficácia dos processos de comunicação interna
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A presente dissertação tem como objetivo analisar a influência das competências emocionais dos colaboradores na resolução de conflitos organizacionais e na eficácia dos processos de comunicação interna. Parte-se do princípio de que as emoções desempenham um papel determinante nas interações humanas e que a capacidade de compreender, expressar e regular emoções é essencial para a harmonia e produtividade nas organizações. A presente investigação procura compreender de que forma as competências emocionais contribuem para a prevenção e gestão de conflitos, bem como para o fortalecimento dos processos comunicacionais. A investigação assenta na premissa de que os colaboradores emocionalmente competentes são mais capazes de lidar com situações de tensão, de manter relações interpessoais saudáveis e de promover ambientes de trabalho cooperativos e equilibrados. A metodologia adotada baseou-se numa abordagem quantitativa, com recurso a um questionário aplicado a 43 participantes pertencentes a diferentes setores de atividade. A análise dos dados permitiu identificar relações positivas entre níveis elevados de competências emocionais, menor incidência de conflitos disfuncionais e maior satisfação com a comunicação interna. Verificou-se que os indivíduos com maior domínio das emoções demonstram maior capacidade de escuta, empatia e adaptação às exigências do contexto organizacional, favorecendo o trabalho em equipa e a eficácia dos processos de comunicação interna. Os resultados obtidos reforçam a importância do desenvolvimento das competências emocionais como fator fundamental para a gestão de pessoas, contribuindo para a redução de conflitos, o aumento da motivação e a melhoria do desempenho (individual e coletivo). Conclui-se que o investimento na dimensão emocional dos colaboradores torna-se essencial na promoção da sustentabilidade das relações e no sucesso das organizações.
This dissertation aims to analyse the influence of employees' emotional skills on organisational conflict resolution and the effectiveness of internal communication processes. It is based on the assumption that emotions play a decisive role in human interactions and that the ability to understand, express and regulate emotions is essential for harmony and productivity in organisations. This research seeks to understand how emotional skills contribute to conflict prevention and management, as well as to the strengthening of communication processes. The research is based on the premise that emotionally competent employees are better able to deal with stressful situations, maintain healthy interpersonal relationships and promote cooperative and balanced work environments. The methodology adopted was based on a quantitative approach, using a questionnaire applied to 43 participants from different sectors of activity. Data analysis identified positive relationships between high levels of emotional competence, lower incidence of dysfunctional conflicts, and greater satisfaction with internal communication. It was found that individuals with greater emotional control demonstrate greater listening skills, empathy, and adaptation to the demands of the organisational context, favouring teamwork and the effectiveness of internal communication processes. It was found that individuals with greater emotional control demonstrate greater listening skills, empathy and adaptability to the demands of the organisational context, favouring teamwork and the effectiveness of internal communication processes. The results obtained reinforce the importance of developing emotional skills as a fundamental factor in people management, contributing to conflict reduction, increased motivation and improved performance (individual and collective). It can be concluded that investing in the emotional dimension of employees is essential in promoting sustainable relationships and the success of organisations.
This dissertation aims to analyse the influence of employees' emotional skills on organisational conflict resolution and the effectiveness of internal communication processes. It is based on the assumption that emotions play a decisive role in human interactions and that the ability to understand, express and regulate emotions is essential for harmony and productivity in organisations. This research seeks to understand how emotional skills contribute to conflict prevention and management, as well as to the strengthening of communication processes. The research is based on the premise that emotionally competent employees are better able to deal with stressful situations, maintain healthy interpersonal relationships and promote cooperative and balanced work environments. The methodology adopted was based on a quantitative approach, using a questionnaire applied to 43 participants from different sectors of activity. Data analysis identified positive relationships between high levels of emotional competence, lower incidence of dysfunctional conflicts, and greater satisfaction with internal communication. It was found that individuals with greater emotional control demonstrate greater listening skills, empathy, and adaptation to the demands of the organisational context, favouring teamwork and the effectiveness of internal communication processes. It was found that individuals with greater emotional control demonstrate greater listening skills, empathy and adaptability to the demands of the organisational context, favouring teamwork and the effectiveness of internal communication processes. The results obtained reinforce the importance of developing emotional skills as a fundamental factor in people management, contributing to conflict reduction, increased motivation and improved performance (individual and collective). It can be concluded that investing in the emotional dimension of employees is essential in promoting sustainable relationships and the success of organisations.
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Palavras-chave
Competências emocionais Conflito organizacional Comunicação interna Influência Emotional Competences Organizational Conflict Internal Communication Influence