Resumen

MANFREDI, Denise A.  y  BARROS DE OLIVEIRA, Vera. Affectivity and Flow in the Relationships within the Enterprise: A Study About Mediation. Av. Psicol. Latinoam. [online]. 2007, vol.25, n.2, pp.07-19. ISSN 1794-4724.

The interpersonal conflict between two managers of a medium size enterprise served as the basis for this case study, which had as its objective the investigation of the influence of mediation on the flow of communications and affectivity within the enterprise. The study focused on 19 participants, in three levels: Directors, the Director's support personnel and Coordinators; and had as its theoretical foundation the mediation approaches: Harvard Traditional, Transfomative, Narrative-Circular and Facilitation based on the model of dynamic systems as explained by the Theory of Complexity. Following the initial characterization of the company, the techniques of pre-mediation, mediation and group facilitation were utilized with quantitative analysis. With due care concerning the rationality of the results, a questionnaire was developed to measure the affect of mediation on flow of communication and level of affectivity in the company, QFC. The results of the questionnaire substantiate those of the mediation analysis, with 51% of the employees signaling positive changes in communication and affectivity in the company as a whole. The central points indicated by the participants as being reformulated by mediation are: Authoritarianism, Much Pressure, Lack of Transparency, Co-Responsibility, AA-TA Split, Centralization and Insufficient Listening. The data indicates a systematic awakening of the awareness of conflicts, which is associated with a greater collective responsibility in seeking solutions, through the integrated management and the dynamic of individual competencies, both intra and enter corporate groups. The study considers, therefore, that mediation can be viewed as an alternative method for the resolution of conflicts, with positive results for the organizational environment.

Palabras clave : mediation; company; enterprise; conflicts; communication; organization.

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