Submitted by Noeme Timbo (noeme.timbo@metodista.br) on 2017-11-22T15:58:16Z No. of bitstreams: 1 Sueli Ferraz.pdf: 1593845 bytes, checksum: 72082c3379f66bcaac4f4d5dd6ea1c2d (MD5) / Made available in DSpace on 2017-11-22T15:58:16Z (GMT). No. of bitstreams: 1 Sueli Ferraz.pdf: 1593845 bytes, checksum: 72082c3379f66bcaac4f4d5dd6ea1c2d (MD5) Previous issue date: 2017-01-27 / The business environment has been even more competitive and demanding throughout time. Demands have to be fulfilled faster and faster. The quality of results can be measured by observing the connection between goals and indicators, which can show a tendency that defines the achievement of the company’s goals The increased competitiveness of companies and employees can lead them to a constant and permanent pressure that raises the stress levels in the organization and makes workers more suscetible to diseases.The aim of this research is to identify which resilient behaviors are common among specialist employees of a company. The people who behave in a resilient way are usually more resistant to the work-related pressure and more able to balance personal lives and professional development, while the ones who are less resilient constanly get sick and have a high number of absences at work. It can lead them to low performance and slower career development. According to some authors, resilience can be developed, so, how can we develop a resilient profile on these professionals which allows them to achieve better levels of health and well-being? This paper aims on analyzing the resilience on 17 specialists of a multinational company through QuestResiliencia (Barbosa, 2006). The methodology used is descriptive and exploratory. The tool allowed us to map the resilient behavior beliefs and describe how the answers organize the beliefs patterns while facing stress. The common beliefs are self-confidence, empathy, self-control, optimism, meaning of life, body language, conquering and mantaining / O mundo das organizações está cada vez mais competitivo e exigente. As entregas precisam ser realizadas em tempo menor. A qualidade dos resultados é medida através da observação da relação entre metas e indicadores; estes indicam uma tendência que definirá o atingimento das metas estabelecidas pela empresa. A alta competitividade entre empresas e seus indivíduos levam os recursos humanos à uma situação constante e permanente de pressão, elevando os níveis de estresse no ambiente organizacional, aumentando com isso, a probabilidade desses indivíduos adoecerem. Esta pesquisa pretende identificar quais comportamentos resilientes trabalhadores especialistas de uma empresa possuem. O individuo que possui comportamentos resilientes tem maior resistência às pressões sofridas no dia a dia de trabalho, favorecendo um melhor equilíbrio entre sua saúde física e psicológica e desenvolvimento profissional. Por outro lado, encontramos indivíduos menos resistentes que adoecem frequentemente, provocando altos índices de afastamento do trabalho, gerando demora ou impossibilidade de desenvolvimento profissional. De acordo com alguns autores, a resiliência pode ser desenvolvida; sendo assim, surge a questão: como podemos desenvolver nestes indivíduos um perfil resiliente que permita melhores níveis de saúde e bem estar. Tem este trabalho o objetivo de observar a resiliência em 17 funcionários com cargo de especialista, em diversas áreas de uma empresa multinacional de grande porte, através da aplicação do QuestResiliencia, (Barbosa, 2006). A metodologia utilizada é de cunho exploratório e descritivo. O instrumento utilizado permitiu realizar o mapeamento das crenças que organizam o comportamento resiliente e apresentou como o(a) respondente estrutura os Padrões de crenças face ao estresse. Os resultados revelaram que são eles: autoconfiança, empatia, autocontrole, otimismo para com a vida, sentido da vida, leitura corporal, conquistar e manter pessoas.

Studiens syfte är att undersöka hur socialarbetare upplever och hanterar de känslor som väcks i mötet med klienter.  I studien användes en kvalitativ metod där sex semistrukturerade intervjuer genomfördes med socialarbetare i Mellansverige. Det empiriska materialet analyserades genom en tematisk analys. De teman som framkom under analysen var känslomässig påverkan, stress och empatitrötthet, att ta på sig den profesionella rocken, kollegor, arbetsmiljö och egenvård. Vi har även analyserat det empiriska materialet med hjälp av tidigare forskning och teoretiska perspektiv. De teorier som användes i studien var Goffmans dramaturgiska perspektiv och Lazarus och Folkmans copingteori. Resultatet av studien visade att socialarbetarna upplevde olika känslor i möten med klienter och att de känslomässiga påfrestningarna som jobbet medför har påverkat de på olika sätt. Socialarbetarna kunde beskriva olika strategier de använde sig av för att hantera arbetets olika påfrestningar. Resultaten visade att användandet av strategier och andra förebyggande faktorer bidrog till att ge socialarbetarna en bättre förmåga att hantera arbetet för att må bra både i arbetslivet och utanför arbetet. Några av de bidragande faktorer som framkom i samtalen med socialarbetarna var vikten av kollegialt stöd, en fungerande arbetsmiljö samt egenvård. / The aim of this study was to examine how social workers experience and cope with emotions that occur in meetings with clients. Using a qualitative method, we interviewed six social workers in central Sweden. The empirical material was analyzed through a thematic analysis. Themes that emerged during the analysis were emotional impact, stress, compassion fatigue, being a professional, colleagues, work environment and self-care. We also analyzed the empirical material with the help of previous research and theoretical perspectives. The theories used were Goffman's dramaturgical perspective and Lazarus och Folkman’s coping theory. The results showed that social workers experience different emotions in meetings with clients and that the emotional strains that the job entails affect them in different ways. The social workers could describe different strategies used to handle the different strains of work. The results showed that the use of strategies and other preventive factors contributed to giving social workers a better ability to handle work to feel good both at work and outside of work. Some contributing factors that were highlighted in the interviews were the importance of collegial support, a functioning work environment and self-care.