Aprendizagem nas organizações: uma análise em nivel grupal envolvendo situações de trabalho na recepção de um hotel

• Autor(a) principal: Nodari, Luciana Davi Traverso
• Data de Publicação: 2009
• Tipo de documento: Tese
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações do Mackenzie
• Texto Completo: http://dspace.mackenzie.br/handle/10899/23259
• topic: aprendizagem nas organizações; aprendizagem individual; aprendizagem em grupos de trabalho; hotelaria; learning in organizations; individual learning; learning in work groups; hostelry; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESAS

The objective of this study is to present and analyze the processes of individual and group learning that occur in everyday work situations taking place at the reception area of hotels. This research highlights the learning skills in work groups, not forgetting, however, that it depends on the individual learning for effective organizational learning. The research was accomplished using the qualitative case study applied in the reception area of a medium size hotel in the city of Porto Alegre, Rio Grande do Sul. As research strategies, interviews were used with semi structured itineraries, the participant observation and the analysis of documents. Data collected were analyzed through the interpretative process of textual analysis, aided by the development of templates. The employees' group researched presents, in general, low education level. They learned the activities in the establishment and got so used to that reality in such a way that they get comfortable with the situations and activities that they have to accomplish. The learning of the activities performed by the employees of the reception area happens, predominantly, by the informal learning. Few changes are identified in the industry, and individual mental models prevail in the resolution of problems. Decisions are centralized by the management, and the employees did not seek or receive information to enable the creation of new meanings. As a result of this context, we find that group learning in the researched environment presents more barriers than facilitators aspects to its development.