Liderança eficaz em tempos de pandemia : estratégias de comunicação eficazes em contexto de conflito
Miniatura indisponível
Data
2022
Título da revista
ISSN da revista
Título do Volume
Editora
Resumo
Este estudo tem como objetivo principal tentar perceber quais as principais
estratégias e posturas que os líderes adotaram durante o novo normal, através da questão
de investigação: “quais as principais preocupações e estratégias dos gestores
portugueses em situações de conflito, com especial foco na crise desencadeada pela
pandemia COVID-19”. Para desenvolver este estudo foram utilizadas 37 entrevistas
estruturadas a pessoas de várias partes do país com recurso à Técnica do Incidente Crítico,
de modo a perceber como e quais os comportamentos e estratégias de gestão de conflitos
os líderes adotaram durante o cenário de crise pandémica.
Os resultados da análise qualitativa apontam que os líderes adotaram uma
abordagem humanizada focada nas pessoas, demostraram preocupar-se essencialmente
com o seu bem-estar e a sua motivação. Em situações de conflito ou atrito, tendiam a
resolvê-las através de estratégias comunicacionais sempre procurando manter contacto
pessoal com as pessoas apesar das implicações/impactos emergidos. Ou seja, tenderam a
compreender a situação e exercer certa influência nos seus liderados através da
comunicação, ainda que esta fosse mais face ao contexto de confinamento. Os resultados
indicam ainda que foram criadas e/ou geridas a empatia e a confiança, o que parece ter
permitido de certa forma gerir a situação de conflito, apesar do contexto ser novo tanto
para eles, como para os seus liderados. É de salientar, que os líderes ouvidos parecem não
ter deixado o silêncio e caos tomarem conta da situação, pelo contrário, demostraram que
os seus liderados, as pessoas não estavam sozinhas, desamparadas. Ou seja, o contexto de
confinamento que leva ao teletrabalho acabou por ser compensado pelo manifesto
interesse dos líderes no bem-estar dos seus colaboradores.
The main objective of this study is to try to understand what are the main strategies and postures that leaders adopted during the new normal, through the research question: “what are the main concerns and strategies of Portuguese managers in conflict situations, with a special focus on the crisis triggered by the COVID-19 pandemic”. To develop this study, 37 structured interviews were used with people from various parts of the country using the Critical Incident Technique, in order to understand how and what behaviors and conflict management strategies the leaders adopted during the pandemic crisis scenario. The results of the qualitative analysis show that the leaders adopted a humanized approach focused on people, showed that they were essentially concerned with their well being and motivation. In situations of conflict or friction, they tended to resolve them through communication strategies, always trying to maintain personal contact with people despite the implications/impacts that emerged. That is, they tended to understand the situation and exert a certain influence on their subordinates through communication, even if this was more in the context of confinement. The results also indicate that empathy and trust were created and/or managed, which seems to have somehow allowed them to manage the conflict situation, despite the context being new both for them and for their subordinates. It is noteworthy that the leaders heard do not seem to have let the silence and chaos take over the situation, on the contrary, they showed that their leaders, people were not alone, helpless. In other words, the context of confinement that leads to teleworking ended up being offset by the leaders' manifest interest in the well-being of their employees.
The main objective of this study is to try to understand what are the main strategies and postures that leaders adopted during the new normal, through the research question: “what are the main concerns and strategies of Portuguese managers in conflict situations, with a special focus on the crisis triggered by the COVID-19 pandemic”. To develop this study, 37 structured interviews were used with people from various parts of the country using the Critical Incident Technique, in order to understand how and what behaviors and conflict management strategies the leaders adopted during the pandemic crisis scenario. The results of the qualitative analysis show that the leaders adopted a humanized approach focused on people, showed that they were essentially concerned with their well being and motivation. In situations of conflict or friction, they tended to resolve them through communication strategies, always trying to maintain personal contact with people despite the implications/impacts that emerged. That is, they tended to understand the situation and exert a certain influence on their subordinates through communication, even if this was more in the context of confinement. The results also indicate that empathy and trust were created and/or managed, which seems to have somehow allowed them to manage the conflict situation, despite the context being new both for them and for their subordinates. It is noteworthy that the leaders heard do not seem to have let the silence and chaos take over the situation, on the contrary, they showed that their leaders, people were not alone, helpless. In other words, the context of confinement that leads to teleworking ended up being offset by the leaders' manifest interest in the well-being of their employees.
Descrição
Orientação: Maria Helena Gonçalves Martins
Palavras-chave
MESTRADO EM GESTÃO DE EMPRESAS, LIDERANÇA, COMUNICAÇÃO, PANDEMIAS, CONFLITOS, GESTÃO DE CRISES, LEADERSHIP, COMMUNICATION, PANDEMICS, CONFLICTS, CRISIS MANAGEMENT, GESTÃO, MANAGEMENT