Gestão de conflitos empresariais: uma proposta de modelo teórico integrando a mediação de conflitos e justiça restaurativa

• Ano de defesa: 2021
• Autor(a) principal: Santos, Lucas Almeida dos
• Tipo de documento: Tese
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; Brasil; Administração; UFSM; Programa de Pós-Graduação em Administração; Centro de Ciências Sociais e Humanas
• Palavras-chave em Português: Gestão de conflitos; Mediação de conflitos; Justiça restaurativa; Modelo teórico; Validação; Conflict management; Conflict mediation; Restorative justice; Theoric model; Validation; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: http://repositorio.ufsm.br/handle/1/33793

The organizations are inserted in a naturally complex and interpersonal environment, guided by multiple interrelationships resulting from the professional activity and the personal and / or social affinities of each one of its participants, thus emerging to an inexhaustible source of conflicts of the more varied typifications. With this, the existence of several common methods used to reduce conflicts within organizations keeps the focus centered on the problem itself and not on the people involved, even on the fact of finding the person responsible for the conflictual situation. Based on these concerns, this Thesis aims to propose and validate a theoretical model that uses the assumptions of Conflict Mediation and Restorative Justice to provide a better understanding in the form of Conflict Management in the business context. To meet the objective of this study, a Qualitative study of a Bibliographic, Descriptive, Explanatory and Exploratory nature was carried out, developed together with a range of methodological analysis procedures, such as Interpretative Theoretical Analysis, Discursive Textual Analysis, Content Analysis, Triangulation having its data collected from the literature of the area and through the process of theoretical validation carried out with six participants, Researchers and Experts, using the Delphi Method proposed by Marques and Freitas (2018), with adaptations. Structurally, the methodological process was built in three stages: elaboration of the State of the Art - Study Corpus; Integration of Theoretical Assumptions, which generated the base instrument for validation and the theoretical variables; Validation of theoretical variables and elaboration of the final proposed theoretical model. The presentation of the results took place, initially, from the elaboration of the State of the Art of the themes approached bringing them closer to the business environment and serving as a basis for the integration of Theoretical Assumptions. For this integration, it was necessary to approach and apply the thematic of Conflict Management, Conflict Mediation and Restorative Justice with the business scope, the construction of the Analytical Theoretical Frameworks and initial Tamplate, the Contextual Adaptation of Terminologies, the construction of a Framework Theoretical and Analytical Propositions and finally, the structuring and validation of the integrated theoretical model, which was validated individually and collectively with Researchers who Specialists through the Delphi Method. The final validated model consists of 66 theoretical variables, divided into three stages, preceding conflict, intermediation and resolution, which are based on the questions and guiding elements. Finally, it was found that the proposed theoretical model contributes to the systematization of the conflictual situation, an understanding of the facts, the direction of actions and a more punctual and analytical intervention by the manager, enabling the prevention of new conflictive occurrences and the transformation and restoration of existing ones, culminating in the management of the conflict as a whole.