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A inteligência emocional como fator diferenciador no desempenho do profissional de secretariado e assessoria
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Resumo(s)
A Inteligência Emocional constitui uma competência específica, que abarca uma série complexa de interações entre emoções e a inteligência, podendo parecer, à primeira vista, conceitos antitéticos. Esta investigação visa estabelecer correlações entre a Inteligência Emocional e o exercício da profissão de Secretariado e Assessoria. Por ser uma área fortemente envolvida no atendimento ao público, o controlo e gestão das emoções tornam-se uma qualidade estratégica imprescindível, perante os desafios crescentes da profissão.
O presente estudo, através de uma metodologia exploratória e quantitativa, apresenta como objetivos essenciais a identificação de índices de correlação entre elevados níveis de Inteligência Emocional e um melhor desempenho profissional em termos de produtividade e eficiência; o reconhecimento das principais dificuldades e desafios enfrentados pelos profissionais de Secretariado e Assessoria, nomeadamente nas áreas de gestão de conflitos, resolução de problemas e relação com as chefias e os pares, bem como um mapeamento das principais competências primordiais exigidas a estes profissionais.
Este estudo iniciou-se com uma breve contextualização dos modelos teóricos desta forma de inteligência, bem como as suas principais características, qualidades, limitações, aplicações e correlações com o exercício da profissão.
Na etapa seguinte, foi desenvolvido um questionário com 25 itens, dirigido a profissionais da área. Este estudo deixa perceber que, de forma a gozar de uma certa satisfação profissional, estes profissionais devem desenvolver cada vez mais as suas competências para poderem fazer face aos desafios e dificuldades que têm de enfrentar.
Os resultados evidenciam ainda que os principais desafios enfrentados por estes profissionais prendem-se acima de tudo com o impacto que uma gestão deficiente das emoções tem no seu desempenho laboral.
Já relativamente às competências críticas exigidas pelo mercado de trabalho e empregadores, destacam-se as seguintes: a capacidade de resolução de problemas, a capacidade de trabalho em equipa e a empatia.
Esta investigação contribui para o estudo da profissão, considerando uma perspetiva futura de preparação e formação.
Emotional Intelligence is a specific competence that encompasses a complex series of interactions between emotions and intelligence, which may initially seem like opposing concepts. This research aims to establish correlations between Emotional Intelligence and the practice of the professions of Executive Secretariat. As this field is heavily involved in customer service, controlling and managing emotions becomes a vital strategic quality given the profession’s challenge. This study, through an exploratory and quantitative methodology, has essential objectives: identifying correlation indices between high levels of Emotional Intelligence and improved professional performance in terms of productivity and efficiency; recognizing the main difficulties and challenges faced by Secretarial and Executive Assistance professionals, particularly in conflict management, problem-solving, and relations with supervisors and peers, as well as mapping the primary core competencies required of these professionals. The study began with a brief contextualization of the theoretical models of this form of intelligence, as well as its main characteristics, qualities, limitations, applications, and correlations with professional practice. In the next phase, a 25-item questionnaire was developed and directed to professionals in the field. This study reveals that, to achieve a certain level of professional satisfaction, these professionals need to continuously develop their skills to meet the challenges and difficulties they face. The results further highlight that the primary challenges faced by these professionals are mainly related to the impact that poor emotional management has on their job performance. Regarding the critical competencies required by the labor market and employers, the following stand out: problem-solving ability, teamwork capability, and empathy. This research contributes to the study of the profession, considering a future perspective for preparation and training.
Emotional Intelligence is a specific competence that encompasses a complex series of interactions between emotions and intelligence, which may initially seem like opposing concepts. This research aims to establish correlations between Emotional Intelligence and the practice of the professions of Executive Secretariat. As this field is heavily involved in customer service, controlling and managing emotions becomes a vital strategic quality given the profession’s challenge. This study, through an exploratory and quantitative methodology, has essential objectives: identifying correlation indices between high levels of Emotional Intelligence and improved professional performance in terms of productivity and efficiency; recognizing the main difficulties and challenges faced by Secretarial and Executive Assistance professionals, particularly in conflict management, problem-solving, and relations with supervisors and peers, as well as mapping the primary core competencies required of these professionals. The study began with a brief contextualization of the theoretical models of this form of intelligence, as well as its main characteristics, qualities, limitations, applications, and correlations with professional practice. In the next phase, a 25-item questionnaire was developed and directed to professionals in the field. This study reveals that, to achieve a certain level of professional satisfaction, these professionals need to continuously develop their skills to meet the challenges and difficulties they face. The results further highlight that the primary challenges faced by these professionals are mainly related to the impact that poor emotional management has on their job performance. Regarding the critical competencies required by the labor market and employers, the following stand out: problem-solving ability, teamwork capability, and empathy. This research contributes to the study of the profession, considering a future perspective for preparation and training.
Descrição
Palavras-chave
Inteligência emocional Desempenho Secretariado/assessoria Competências Gestão de emoções Emotional intelligence Performance Executive secretariat Skills Emotion management