Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)

Detalhes bibliográficos
Autor(a) principal: Ahamefula, Okereke Pascal
Data de Publicação: 2014
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10284/4309
Resumo: Dissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Mestre em Ciências Empresariais
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spelling Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)Conflict managementConflict resolution skillsConflict resolution techniquesDiversityConflictDissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Mestre em Ciências EmpresariaisThis research project explores the nature of conflict, the conflict process, conflict resolution skills and conflict management techniques in the case of workplace conflict in Centro Comunitário S. Cirilo. Conflict is a normal and natural aspect of life. Conflict becomes a problem in organizations when excessive levels of destructive conflict occur. Problematic levels of workplace conflict occur in approximately 10% of organizations. Attempts to address problem levels of destructive conflict are proving ineffective. Even in the US, Portugal and other parts of the world, where there has been widespread implementation of ADR based workplace conflict management systems, levels of destructive workplace conflict are raising. As ADR includes all the options to solve conflicts, this is a troublesome trend. A partial explanation for this is that there are many problematic areas in the theoretical framework on workplace conflict. For example, conflict theorists are focusing efforts on trying to consistently achieve win-win outcomes with conflicts that have become escalated and destructive, despite the evidence that once conflict has reached this point, win-win outcomes are unlikely to be achieved. The theoretical chapter gives an overview of sources and discusses types of conflict, conflict resolution skills and conflict management techniques. A semi-structured interview was used to reach both target groups: people that live and come in contact with the Center for psycho-social help, as well as the staff who are working in Centro Comunitário S. Cirilo (CCSC). We used in-depth interviews to reach the staff while using focus group discussion (FGD) to target other people who live and go for psycho-social help in the centre. During the interview a total of 23 people were reached: five staff and eighteen persons who live and come in contact with the Center. The results were analyzed using a Colaizzi's process for phenomenological data analysis approach. Open coding identified significant inconsistency and themes between much of what the conflict literature claimed and what was actually being experienced by workers, managers and other conflict professionals. The theoretical framework identifies the following as factors that contribute to destructive conflict in workplace: power, gender, culture and organizational culture. The conclusions of this research are that managers at Centro Communitário S. Cirilo (CCSC) are quite familiar with the conflict resolution process and the majority of them apply conflict resolution techniques. It is easy to achieve a win-win outcome when it comes to a person who lives in the Center with negotiation mediation and reconciliation but among the employees it is always difficult to achieve that because of tension and friction associated with their workplace. Finally, the research findings showed that the individuals holding the ultimate power in organizations, who are usually the CEOs/Directors, should be made personally responsible for the levels of conflict in their organizations. Potential implications of this research are that it has identified a theory that may help reduce problem levels of destructive workplace conflict both in Centro Comunitário S. Cirilo (CCSC) and in other countries experiencing the same workplace conflict dynamics.[s.n.]Cunha, PedroRepositório Institucional da Universidade Fernando PessoaAhamefula, Okereke Pascal2014-09-30T10:08:24Z2014-01-01T00:00:00Z2014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10284/4309202140512enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2022-09-06T02:03:42Zoai:bdigital.ufp.pt:10284/4309Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:41:12.306470Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
title Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
spellingShingle Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
Ahamefula, Okereke Pascal
Conflict management
Conflict resolution skills
Conflict resolution techniques
Diversity
Conflict
title_short Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
title_full Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
title_fullStr Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
title_full_unstemmed Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
title_sort Conflict management in the workplace: case study of centro comunitário S. Cirilo (CCSC)
author Ahamefula, Okereke Pascal
author_facet Ahamefula, Okereke Pascal
author_role author
dc.contributor.none.fl_str_mv Cunha, Pedro
Repositório Institucional da Universidade Fernando Pessoa
dc.contributor.author.fl_str_mv Ahamefula, Okereke Pascal
dc.subject.por.fl_str_mv Conflict management
Conflict resolution skills
Conflict resolution techniques
Diversity
Conflict
topic Conflict management
Conflict resolution skills
Conflict resolution techniques
Diversity
Conflict
description Dissertação apresentada à Universidade Fernando Pessoa como parte dos requisitos para obtenção do grau de Mestre em Ciências Empresariais
publishDate 2014
dc.date.none.fl_str_mv 2014-09-30T10:08:24Z
2014-01-01T00:00:00Z
2014-01-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10284/4309
202140512
url http://hdl.handle.net/10284/4309
identifier_str_mv 202140512
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv [s.n.]
publisher.none.fl_str_mv [s.n.]
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
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