O papel da inteligência emocional na gestão de conflitos : estudo em estrutura residencial para idosos da Associação Casapiana de Solidariedade de Lisboa
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2021
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O objetivo deste estudo tem como finalidade entender a importância da inteligência emocional (IE) na gestão de conflitos, e em que medida é um fator determinante nas relações interpessoais em contexto laboral. Desta forma, o objetivo geral desta investigação foi perceber se os indivíduos desta organização possuem determinadas competências, relacionadas com características da IE, e se as aplicam perante situações potenciadoras de conflito.
Foi efetuada uma revisão bibliográfica, onde se procedeu à consulta e recolha de informação pertinente em relação à área de investigação e à problemática desta investigação.
Fez-se a caracterização da amostra e realização de um modelo de equações estruturais. Assim sendo, neste estudo, desenvolveu-se a pesquisa através da utilização de questionário. A amostra não probabilística e intencional mostrou-se como a mais adequada para este estudo, uma vez que os sujeitos foram escolhidos de forma intencional.
Após a recolha de dados, fornecidos pelo questionário, procedeu-se a tratamento informático. A leitura e interpretação dos dados foi facilitada através da elaboração de quadros e gráficos.
Da leitura dos dados recolhidos, obteve-se resposta à questão de partida deste estudo, bem como às hipóteses colocadas.
Os sujeitos que integraram a amostra, demonstraram capacidade e competências para lidar com as suas emoções e de conduzir as emoções dos outros, quando confrontados com situações potenciadoras de conflito, evidenciando Inteligência emocional, indo assim ao encontro da informação recolhida da bibliografia consultada.
The purpose of this study is to understand the importance of emotional intelligence (EI) in conflict management and to what extent it is a determining factor in interpersonal relationships in the workplace. Thus, the overall objective of this research was to understand whether the individuals of this organisation possess certain competencies related to EI characteristics, and whether they apply them when faced with situations that lead to conflict. A literature review was conducted, where relevant information was consulted and collected regarding the area of research and its issue. The methodological procedures adopted consisted of a quantitative study, referring to a case study, with a descriptive and structural equation model type of research. Therefore, in this study, quantitative research was conducted through the use of a questionnaire. The non-probability and intentional sample proved to be the most appropriate for this study, since the subjects were chosen intentionally. After data collection, provided by the questionnaire, computer processing was carried out. The reading and interpretation of the data was facilitated through the preparation of tables and graphs. From the reading of the data collected, we obtained an answer to the starting question of this study, as well as the hypotheses put forward. The subjects who composed the sample demonstrated the ability and skills to deal with their emotions and to lead the emotions of others when faced with situations which could lead to conflict, thus showing emotional intelligence, thus meeting the information gathered from the literature consulted.
The purpose of this study is to understand the importance of emotional intelligence (EI) in conflict management and to what extent it is a determining factor in interpersonal relationships in the workplace. Thus, the overall objective of this research was to understand whether the individuals of this organisation possess certain competencies related to EI characteristics, and whether they apply them when faced with situations that lead to conflict. A literature review was conducted, where relevant information was consulted and collected regarding the area of research and its issue. The methodological procedures adopted consisted of a quantitative study, referring to a case study, with a descriptive and structural equation model type of research. Therefore, in this study, quantitative research was conducted through the use of a questionnaire. The non-probability and intentional sample proved to be the most appropriate for this study, since the subjects were chosen intentionally. After data collection, provided by the questionnaire, computer processing was carried out. The reading and interpretation of the data was facilitated through the preparation of tables and graphs. From the reading of the data collected, we obtained an answer to the starting question of this study, as well as the hypotheses put forward. The subjects who composed the sample demonstrated the ability and skills to deal with their emotions and to lead the emotions of others when faced with situations which could lead to conflict, thus showing emotional intelligence, thus meeting the information gathered from the literature consulted.
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Orientação: Felipa Cristina Henriques Rodrigues Lopes dos Reis
Palavras-chave
MESTRADO EM SERVIÇO SOCIAL - GESTÃO DE UNIDADES SOCIAIS E DE BEM-ESTAR, SERVIÇO SOCIAL, INTELIGÊNCIA EMOCIONAL, GESTÃO DE CONFLITOS, EMOÇÕES, SOCIAL WORK, EMOTIONAL INTELLIGENCE, CONFLICT MANAGEMENT, EMOTIONS