Análise do projeto mediação de conflitos em uma intituição federal de ensino superior e proposta de soluções segundo a teoria das restrições

Abstract

Workers' health is one of the major public health concerns as work, besides providing the development of physical, social, psychological and human capacities, can contribute to direct and indirect situations that make people's quality of life vulnerable. In order to promote actions aimed at the health of the server, the researched University maintains a Program of Welfare and Health at Work, which contains the Project of Mediation of Conflict in Work Contexts, object of this study. The objectives of this research are to analyze this Project, as well as the deficiencies perceived by the Organ's servants in relation to this one, and to propose solutions for them, based on the ideas of the third branch of the Theory of Constraints tools. It is a qualitative research, having as methodological strategy adopted the one of an instrumental case study. For data collection, direct observation and questionnaires were used. We selected, according to the convenience criterion, 70 servers distributed in seven sectors of the Institution. From the perspective of the technique of content analysis, the categories of analysis were constructed. The results of the analysis of the questionnaires expose the difficulties perceived by the servers regarding the conflict mediation project. From these results forms were built based on the tools of the third branch of the Theory of Constraints to be integrated into the Conflict Mediation Project, as well as a Handbook for their application. It is concluded that the difficulties found in the project in question can be solved with an intervention process in that project, which would be composed by the increase of the number of servers that make up the project team; as well as the change in the conflict mediation process, using the developed forms.