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A experiência dos trabalhadores em contextos de crise organizacional
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Ao longo das últimas décadas, a atenção dedicada à forma como os trabalhadores vivenciam as suas trajetórias laborais dentro das organizações tem vindo a crescer, tornando-se uma problemática na área da Gestão e Desenvolvimento dos Recursos Humanos: o paradigma do Employee Experience (EX). O presente estudo teve como principal objetivo compreender como os colaboradores vivenciam situações de crise organizacional, analisando os momentos-chave da sua jornada e os fatores que influenciam a construção da sua experiência em contextos adversos. Através de uma abordagem qualitativa, foram realizadas 11 entrevistas em profundidade como técnica de recolha de informação, a profissionais de diferentes setores e funções sobre a sua experiência em momentos de crise organizacional. Os resultados confirmam que práticas coerentes, liderança presente e comunicação clara são cruciais para manter a confiança e o compromisso. Quando estas se apresentam ausentes, geram sentimentos de exclusão e rutura nos trabalhadores. O estudo revela ainda que a EX não se limita ao momento crítico, prolongando-se no período pós-crise, onde foram identificadas trajetórias distintas: rutura institucional, crescimento pessoal ou redefinição de prioridades. Neste contexto o sensemaking emergiu tambem como um processo, no qual os trabalhadores reorganizam os seus significados e o seu vínculo com a organização após a experiência da crise.
Para além das confirmações teóricas, destacam-se três contributos empíricos: Os trabalhadores com maior envolvimento e visibilidade funcional, experienciaram níveis superiores de pressão e desgaste; as características individuais, como a dedicação extrema ao trabalho, amplificaram a vulnerabilidade ao burnout; e o apoio entre colegas, revelou-se um fator de suporte crucial, promovendo resiliência emocional em contextos de instabilidade.
Este estudo contribui para uma compreensão mais profunda da EX em tempos de crise, reforçando a importância de práticas de gestão humanas, empáticas e comunicacionais, capazes de promover confiança, bem-estar e sustentabilidade relacional no seio das organizações.
Over the past decades, increasing attention has been devoted to how employees experience their professional trajectories within organizations, becoming a key issue in the field of Human Resource Management and Development: the paradigm of Employee Experience (EX). The present study aimed to understand how employees experience situations of organizational crisis, by analyzing the key moments of their journey and the factors that influence the construction of their experience in adverse contexts. Using a qualitative approach, eleven in-depth interviews were conducted with professionals from different sectors and roles to explore their experiences during times of organizational crisis. The findings confirm that coherent practices, present leadership, and clear communication are crucial to maintaining trust and commitment. When these elements are absent, they generate feelings of exclusion and rupture among employees. The study also reveals that EX is not limited to the critical moment but extends into the post-crisis period, where three distinct trajectories were identified: institutional rupture, personal growth, or redefinition of priorities. In this context, sensemaking also emerged as a process through which employees reorganize their meanings and their bond with the organization after experiencing the crisis. Beyond theoretical confirmations, three empirical contributions stand out: employees with higher functional involvement or visibility experienced greater levels of pressure and exhaustion; individual characteristics, such as extreme dedication to work, amplified vulnerability to burnout; and peer support proved to be a crucial protective factor, fostering emotional resilience in contexts of instability. This study contributes to a deeper understanding of Employee Experience in times of crisis, reinforcing the importance of human, empathetic, and communicative management practices capable of promoting trust, well-being, and relational sustainability within organizations.
Over the past decades, increasing attention has been devoted to how employees experience their professional trajectories within organizations, becoming a key issue in the field of Human Resource Management and Development: the paradigm of Employee Experience (EX). The present study aimed to understand how employees experience situations of organizational crisis, by analyzing the key moments of their journey and the factors that influence the construction of their experience in adverse contexts. Using a qualitative approach, eleven in-depth interviews were conducted with professionals from different sectors and roles to explore their experiences during times of organizational crisis. The findings confirm that coherent practices, present leadership, and clear communication are crucial to maintaining trust and commitment. When these elements are absent, they generate feelings of exclusion and rupture among employees. The study also reveals that EX is not limited to the critical moment but extends into the post-crisis period, where three distinct trajectories were identified: institutional rupture, personal growth, or redefinition of priorities. In this context, sensemaking also emerged as a process through which employees reorganize their meanings and their bond with the organization after experiencing the crisis. Beyond theoretical confirmations, three empirical contributions stand out: employees with higher functional involvement or visibility experienced greater levels of pressure and exhaustion; individual characteristics, such as extreme dedication to work, amplified vulnerability to burnout; and peer support proved to be a crucial protective factor, fostering emotional resilience in contexts of instability. This study contributes to a deeper understanding of Employee Experience in times of crisis, reinforcing the importance of human, empathetic, and communicative management practices capable of promoting trust, well-being, and relational sustainability within organizations.
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Employee experience Crise organizacional Comunicação organizacional Sensemaking Employee experience Organizational crisis Organizational communication Sensemaking