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Authors
Advisor(s)
Abstract(s)
Na área da saúde, um dos maiores desafios dos líderes de uma organização, é a gestão de conflitos, já que esses podem ser responsáveis por uma série de ameaças à estabilidade das equipas de trabalho. A presente dissertação objetivou identificar e compreender os tipos de conflitos vivenciados pelos TSDT com cargos de coordenação/líderes em ambiente hospitalar, bem como as estratégias de gestão construtiva adotadas para a sua resolução. A pesquisa inseriu-se no tipo de estudo descritivo, com uma abordagem qualitativa, transversal. O instrumento de recolha de dados utilizado foi a entrevista semiestruturada, a qual foi aplicada a sete TSDT com cargos de coordenação, pertencentes aos serviços de diagnóstico e terapêutica do CHBM – HNSR. Os dados foram recolhidos entre 24 de novembro e 1 5 de dezembro de 2022. Foi utilizada a técnica de Análise de Conteúdo para analisar os resultados obtid os, seguindo as várias etapas do processo: pré-análise, exploração do material e tratamento dos resultados- inferência e interpretação.Os resultados apontaram para um reconhecimento benéfico dos conflitos, quando ministrados construtivamente, o predomínio dos conflitos intergrupais e de tarefa, entre os TSDT líderes e os seus liderados, assim como, o reconhecimento e a aplicação de algumas estratégias construtivas de gestão de conflitos, nomeadamente, a negociação e a mediação. A comunicação e o diálogo também foram técnicas de gestão de conflitos largamente enunciadas pelos entrevistados. A maioria dos participantes enfatizaram a formação profissional contínua nesta temática, como imprescindível para uma gestão mais eficiente das equipas de trabalho. Pode-se concluir, que a importância do líder na gestão de conflitos não é apenas “remediar uma confusão”, mas sim identificar as causas do conflito que ocorrem entre os liderados e entre si, escutar e dialogar, resolvendo construtivamente as situações conflituosas para que não ocasionem impactos que gerem desmotivação e improdutividade na equipa que gerem.
ABSTRACT - In the health area, one of the biggest challenges for the leaders of an organization is conflict management, as these can be responsible for a series of threats to the stability of work teams. This thesis aimed to identify and understand the types of conflicts experienced by TSDT with coordination/leader positions in a hospital environment, as well as the constructive management strategies adopted for their resolution. The research was part of the descriptive study type, with a qualitative, cross-sectional approach. The data collection instrument used was the semi-structured interview, which was applied to seven TSDT with coordination positions, belonging to the diagnostic and therapeutic services of CHBM – HNSR. Data were collected between November 24 and December 15, 2022. The Content Analysis technique was used to analyze the results obtained, following the various stages of the process: pre-analysis, material exploration, and treatment of results - inference and interpretation. The results pointed to a beneficial recognition of conflicts when dealt with constructively, the predominance of intergroup and task conflicts between the TSDT leaders and their subordinates, as well as the recognition and application of some constructive conflict management strategies, namely, negotiation and mediation. Communication and dialogue were also conflict management techniques widely mentioned by the interviewees. Most participants emphasized continuous professional training in this area, as essential for a more efficient management of work teams. It can be concluded that the importance of the leader in conflict management is not only to “remedy a confusion”, but rather to identify the causes of the conflict that occurs between the leaders and among themselves, listening and dialoguing, constructively resolving the conflicting situations so that do not cause impacts that generate demotivation and unproductivity in the team they manage.
ABSTRACT - In the health area, one of the biggest challenges for the leaders of an organization is conflict management, as these can be responsible for a series of threats to the stability of work teams. This thesis aimed to identify and understand the types of conflicts experienced by TSDT with coordination/leader positions in a hospital environment, as well as the constructive management strategies adopted for their resolution. The research was part of the descriptive study type, with a qualitative, cross-sectional approach. The data collection instrument used was the semi-structured interview, which was applied to seven TSDT with coordination positions, belonging to the diagnostic and therapeutic services of CHBM – HNSR. Data were collected between November 24 and December 15, 2022. The Content Analysis technique was used to analyze the results obtained, following the various stages of the process: pre-analysis, material exploration, and treatment of results - inference and interpretation. The results pointed to a beneficial recognition of conflicts when dealt with constructively, the predominance of intergroup and task conflicts between the TSDT leaders and their subordinates, as well as the recognition and application of some constructive conflict management strategies, namely, negotiation and mediation. Communication and dialogue were also conflict management techniques widely mentioned by the interviewees. Most participants emphasized continuous professional training in this area, as essential for a more efficient management of work teams. It can be concluded that the importance of the leader in conflict management is not only to “remedy a confusion”, but rather to identify the causes of the conflict that occurs between the leaders and among themselves, listening and dialoguing, constructively resolving the conflicting situations so that do not cause impacts that generate demotivation and unproductivity in the team they manage.
Description
Mestrado em Gestão e Avaliação de Tecnologias em Saúde
Keywords
Gestão em saúde Meio hospitalar Gestão de conflitos Estratégias de gestão construtiva Técnico superior de diagnóstico e terapêutica Liderança Health management Hospital Conflicts management Constructive management strategies Senior diagnostic and therapeutic technician Leadership
Citation
Doce MI. Estratégias de gestão construtiva de conflitos em meio hospitalar: desafios vivenciados pelos técnicos superiores de diagnóstico e terapêutica em cargos de coordenação [dissertation]. Lisboa: Escola Superior de Tecnologia da Saúde de LIsboa/Instituto Politécnico de Lisboa; Escola Superior de Saúde da Universidade do Algarve; 2023.
Publisher
Instituto Politécnico de Lisboa, Escola Superior de Tecnologia da Saúde de Lisboa