Made available in DSpace on 2014-06-11T19:24:03Z (GMT). No. of bitstreams: 0 Previous issue date: 2012-08-31Bitstream added on 2014-06-13T18:20:07Z : No. of bitstreams: 1 silva_vam_me_bauru.pdf: 769533 bytes, checksum: f9a77458ca95bc6905ff6f27cace3bff (MD5) / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / É um trabalho que visa discutir o emprego estratégico da comunicação organizacional considerando a dinâmica do mundo contemporâneo caracterizada pela revolução das tecnologias da informação e a globalização, tendo como eixo de análise a Força Aérea Brasileira. O que se coloca aqui é uma tentativa de reconhecimento da importância da gestão estratégica comunicacional para o desempenho das organizações. A metodologia empregada para a análise é a combinação térico-prática que envolve a pesquisa bibliográfica e documental com a observação participante e grupos de trabalho. Este estudo se volta para a Força Aérea Brasileira, tendo como ponto de apoio as experiências práticas e os resultados alcançados no processo de apropriação do conceito / Is a work at aims to discuss the strategic use of communicational communication considering the dynamics of the contemporary world characterized by information technology revolution and globalization, with central analysis on Brazilian Air Force. What arises that is an attempt to recognize the importance of strategic communication management for the performance of organizations. The methodology used for the analysis is the theoretical and practical combination that involves bibliographic and documental research with participant observation and working groups. This study turns to the Brazilian Air Force, having as support the practical experiences and achievements in the process of appropriating the concept of strategic management of organization communication

Made available in DSpace on 2014-06-11T19:24:04Z (GMT). No. of bitstreams: 0 Previous issue date: 2011-10-07Bitstream added on 2014-06-13T18:20:08Z : No. of bitstreams: 1 silva_aps_me_bauru.pdf: 1503946 bytes, checksum: 4b5738113fba9621cbb39f0a09dc3750 (MD5) / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / Universidade Estadual Paulista (UNESP) / A web 2.0 trouxe para o mundo da comunicação uma infinidade de novas ferramentas baseadas na interatividade e na colaboração. O presente estudo objetivou demonstrar como essas ferramentas, em especial às redes sociais invadiram o mundo organizacional. A pesquisa se estruturou na revisão bibliográfica sobre como a comunicação organizacional se estabelece num contexto de complexidade como o da sociedade contemporânea. São apresentadas algumas discussões sobre a evolução da web para a web 2.0 e sua característica enquanto plataforma. Apresentamos as principais características das mídias sociais e descrevemos como são constituídas as redes sociais na internet e suas possibilidades de uso como ferramenta para a comunicação organizacional. Além disso, são descritas as redes sociais mais acessadas no Brasil no momento atual e os impactos das inovações tecnológicas sobre as organizações. A pesquisa também contemplou alguns pressupostos teóricos que avaliamos como sendo fundamentais para a compreensão do processo mudança e quiçá também de consolidação da comunicação organizacional como um campo de múltiplas perspectivas. Esta etapa evidencia a evolução das concepções a cerca da comunicação organizacional e resgata o histórico desta área de estudos aqui o Brasil. Por fim apresentamos os resultados mais relevantes da pesquisa de observação junto à página da Natura no Facebook destacando a possibilidade de diálogo, a interação e linguagem utilizada. Nas considerações ressaltamos sobre as potencialidades e limitações que as redes sociais apresentam quando utilizaadas como ferramenta para a comunicação organizacional / Web 2.0 has brought to the world of communication, a plethora of new tools based on interactivity and collaboration. This study aimed to demonstrate how these tools, particularly social networks broke into the organizational world. The research was structured in the literature review on organizational communication is established in the context of how the complexity of contemporary society. Are some discussions about the evolution of the web for Web 2.0 and its characteristics as a platform. We present the main features of social media and describe how social networks are make up on the Internet and its possibilities for use as a tool for organizational communication. In addition, we describe the social networks more accessible in Brazil at present and the impact of technological innovations on organizations. The research also looked at some theoretical assumptions which we evaluate as being fundamental to understanding the process of change and perhaps also the consolidation of organizational communication as a field or multiple perspectives. This step shows the evolution of ideas about organizational communication and rescues the the history of this area of study here in Brasil. Finally we present the most relevant search results of observation by the Natura Facebook page highligting the possibility of dialogue, interaction and language use. Emphasize the considerations on the potential and limitations that social networks present when used as a tool for organizational communication

Made available in DSpace on 2014-06-11T19:24:05Z (GMT). No. of bitstreams: 0 Previous issue date: 2013-08-29Bitstream added on 2014-06-13T18:51:34Z : No. of bitstreams: 1 mateus_ear_me_bauru.pdf: 1606894 bytes, checksum: f42868debed6ca16df307d8c9d053568 (MD5) / Este trabalho busca associar os conceitos de Administração Pública, Comunicação Organizacional e Pública enquanto facilitadores para a legitimização e consolidação de reputação e identidade das organizações públicas à partir das abordagens e princípios de gestão aplicados, sob o viés da Excelência em Relações Públicas, cidadania, transparência e discussão pública dos assuntos de interesse público, entre outros. Trata-se de estudo e investigação qualitativa sobre como se desenvolve o atendimento ao consumidor - via serviço telefônico gratuito (0800) - da autarquia municipal de saneamento de Bauru/SP, o Departamento de Água e Esgoto de Bauru para, a partir de entrevistas junto aos 12 (doze) funcionários da área de atendimento, verificar a percepção sobre como a gestão da comunicação pode favorecer a tarefa administrativa da organização, associada a outras abordagens, tendo como premissa a noção de comunicação enquanto possibilidade para a adaptação e enfrentamento ao atual contexto social, às exigências expectativas dos públicos. Como resultados, ficou demonstrada a inexistência de políticas específicas para a comunicação da autarquia, o distanciamento de um modelo administrativo gerencial, bem como a identificação das consequencias desse aspecto - na percepção dos servidores - para o setor de Atendimento ao Público e a autarquia como um todo, enquanto organismo cuja função é a prestação de serviços essenciais para a população - água e esgoto / This report tries to associate the concepts of Public Administration, Organizational and Public Communication as faciltators aiming the reputation legitimization and consolidation and to identify the public organizations from applied management principle and approches, under the Excellence of Public Relations, Citizenship, transparency and public discussion about public interests, among others. It is a study and qualitative research on how to develop customer service - by toll free (0800) - in a local sanitation authority in Bauru / SP, the Department of Water and Sewerage of Bauru so that, from interviews with twelve (12) employees of the service area, it is possible to verify perceptions about the management of communication can facilitate the administrative task of the organization, combined with other approaches, taking as its premise the notion of communication as a possibility to adapt and cope with the current social demands and expectations of the public. As results, it was demonstrated the absence of specific policies for the communication of the municipality, the administrative distance of a managerial model as well as the identification of the consequences of this aspect - the perception of the severs - for the Public Sector Service and the Municipality as a whole, as a body whose function is to provide essential services to the population - water and sewer

As empresas buscam, além da sobrevivência, diferenciar-se em um ambiente marcado pela competitividade. Deste modo, as operações de F&A (fusão e aquisição) tornam-se comuns, trazendo mudanças estruturais e culturais às empresas e afetando o comportamento organizacional. Isso se reflete em resistência às modificações propostas, o que pode determinar o fracasso dos processos. Nesse contexto, a comunicação pode ser fundamental, auxiliando nos processos de mudanças como um todo. Esta pesquisa teve por objetivo analisar a relação entre comunicação e o comportamento organizacional em uma empresa de processamento de proteína animal, que passou por constantes mudanças após um processo de aquisição. O método foi exploratório (estudo de caso) e quantitativo, sendo a população escolhida formada pelos funcionários operacionais, totalizando 584 pessoas. A coleta de dados foi realizada por meio de 258 questionários distribuídos por sorteio. Os dados foram analisados com auxílio do software SPSS versão 22.0. Os principais resultados indicam que a comunicação possui correlação positiva e significativa com as dimensões motivação, oportunidade de participação, incertezas sobre ambiente futuro e comprometimento organizacional. Na análise dos dados demográficos, foi possível concluir que o comprometimento organizacional apresenta variabilidade significativa em relação à idade dos respondentes e a dimensão motivação por recompensas externas apresenta variabilidade significativa em relação aos respondentes que residem ou não na vila da empresa. O grau de escolaridade responde por variabilidade significativa nas dimensões comprometimento organizacional e motivação pela satisfação das necessidades básicas. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2016-11-22T15:25:16Z No. of bitstreams: 1 Dissertacao Micheli Dal Bó.pdf: 1360808 bytes, checksum: fddb12653e1893d4fde09601f058df52 (MD5) / Made available in DSpace on 2016-11-22T15:25:16Z (GMT). No. of bitstreams: 1 Dissertacao Micheli Dal Bó.pdf: 1360808 bytes, checksum: fddb12653e1893d4fde09601f058df52 (MD5) Previous issue date: 2016-11-22 / Companies seek, in addition to survival, differentiate themselves in a competitive environment. In this way, operations of M&A (merger and acquisition) are common businessevents, bringing structural and cultural changes and affecting organizational behavior in affected companies. This may cause resistance to the proposed changes, which can determine failure of the M&A process. In this context, communication can be critical and can help the change process as a whole. This research aimed to analyze the relationship between communication and dimensions of organizational behavior in an environment of changes by way of acquisition. The method was exploratory (case study) and quantitative. A survey questionnaire was applied to 258 people randomly selected from a population of 584 front line employees. The data were analyzed using the SPSS software version 22.0. Main results indicate that communication has positive and significant correlation with motivation, opportunity to participate, uncertainty about the future and organizational commitment. In the analysis of demographic data, it was observed that organizational commitment has significant variability in relation to age of the respondents. Motivation due to external rewards had significant variability in relation to respondents who reside or not in the village built on the company's property. Level of education responded for significant variability in organizational commitment and motivation due to satisfaction of basic needs.

A aprendizagem organizacional, embora possa ser classificada como um conceito multidisciplinar, neste estudo foi abordada sob a perspectiva de um agente de mudança comportamental e atitudinal, com vistas ao seu caráter dinâmico e integrador, de valorização à tendência de que as mudanças ocorram de forma contínua, no âmbito individual, grupal, organizacional, formal e informal. A comunicação é um processo que não pode ser considerado apenas como o ato de emitir e receber mensagens, em razão da complexidade da mente humana sustentar o processo. A comunicação organizacional constitui uma área vital nas empresas, que abrange o diálogo com os públicos internos e externos da organização. A liderança configura-se como uma interação entre dois ou mais membros de um grupo, onde ocasionalmente, se faz necessária a estruturação ou reestruturação de situação e de percepções e expectativas dos membros. O comprometimento organizacional está atrelado ao engajamento das pessoas, e os funcionários engajados costumam agir em linhas consistentes de atividades, o que denota seu comprometimento. Com base nisso, o objetivo desta dissertação foi verificar a relação entre aprendizagem organizacional, comunicação interna, liderança e comprometimento organizacional. Na lógica de um estudo de caso, o qual adotou a triangulação de dados e de fontes, esta dissertação foi guiada por uma abordagem mista, a primeira fase foi quantitativa exploratória, a segunda fase foi qualitativa descritiva, e os resultados foram analisados de forma conjunta, na terceira fase, em conjunto com documentos do grupo. A análise quantitativa, uni e multivariada, permitiu compreender quais fatores condizem com a literatura e qual convergem. O principal resultado denota a existência de uma comunicação verticalizada, com ausência de feedback e uso restrito de ferramentas de comunicação. O principal tipo de comprometimento encontrado foi o afiliativo, que remete ao sentimento de pertença que os funcionários têm para com a organização. A liderança, originalmente trabalhada como orientada ao relacionamento e ao tarefa mostrou-se agrupada e com uma boa confiabilidade interna. O tipo de aprendizagem que teve maior representatividade foi a de nível grupal, evidenciando a importância da comunicação e a liderança possuem no contexto organizacional. A análise qualitativa complementou e esclareceu os achados da primeira fase, onde foi possível explorar os principais motivos pelos quais a comunicação vertical é o modelo que mais explica uma análise de correlação, e a evidência de que a liderança está mais disposta a ouvir do que a falar (ausência de feedback). As limitações do estudo concentram-se em não ter sido realizada uma etapa qualitativa com os funcionários, o que ampliaria a compreensão acerca do cenário encontrado. Sugere-se que pesquisas futuras repliquem o estudo na lógica de pesquisa-ação, e que sejam consideradas as perspectivas teóricas da cultura organizacional e de governança corporativa. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2017-09-19T16:07:28Z No. of bitstreams: 1 Dissertacao Mayara Pires Zanotto.pdf: 3697225 bytes, checksum: 8a0aecfd10352947e1e36a7c9c55e462 (MD5) / Made available in DSpace on 2017-09-19T16:07:28Z (GMT). No. of bitstreams: 1 Dissertacao Mayara Pires Zanotto.pdf: 3697225 bytes, checksum: 8a0aecfd10352947e1e36a7c9c55e462 (MD5) Previous issue date: 2017-09-19 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES. / Although organizational learning can be classified as a multidisciplinary concept, in this study it was approached from the perspective of an agent of behavioral and attitudinal change, with a view to its dynamic and integrating character, valuing the tendency for changes to occur continuously, at the individual, group, organizational, formal and informal levels. Communication is a process that cannot be considered merely as the act of issuing and receiving messages, because of the complexity of the human mind sustaining the process. Organizational communication is a vital area in business, encompassing dialogue with the internal and external audiences of the organization. Leadership is seen as an interaction between two or more members of a group, where it is occasionally necessary to structure or restructure the situation and the members' perceptions and expectations. Organizational commitment is tied to people's engagement, and engaged employees often act on consistent lines of activities, which denotes their commitment. Based on this, the objective of this dissertation was to verify the relationship among organizational learning, internal communication, leadership and organizational commitment. As a case study, which adopted the triangulation of data and sources, this dissertation was guided by a mixed approach, the first phase was quantitative and exploratory, the second phase qualitative and descriptive, and the results were then analyzed jointly, in the third phase, together with documents of the group. Quantitative analysis, uni and multivariate, provided understanding of which factors are consistent with the literature and which converge. The main result denotes the existence of vertical communication, lack of feedback and restricted use of communication tools. The main type of commitment found was affiliative, which refers to the sense of belonging that the employees have towards the organization. Leadership, originally posed as relationship-oriented and task-oriented, was grouped and with good internal reliability. The type of learning that had greater representativeness was the one of group level, evidencing the importance that communication and the leadership possess in the organizational context. Qualitative analysis complemented and clarified the findings of the first phase, where it was possible to explore the main reasons why vertical communication is the model that most explains a correlation analysis, and the evidence that leaders are more willing to listen than to talk (absence of feedback). Limitations of this study focus on not having performed a qualitative step with the employees, which would broaden the understanding about the scenario found. It is suggested that future research replicate the study in the logic of action research, and that the theoretical perspectives of organizational culture and corporate governance are considered.

Dissertation submitted in partial fulfilment of the requirements for the degree Master of Technology: Public Relations Management in the Faculty of Informatics and Design at the Cape Peninsula University of Technology / According to George Bernard Shaw, “The main difficulty with communication is the illusion that it has been accomplished.” Effective internal communication is crucial for successful organisations as it affects the ability of strategic managers to engage employees and achieve objectives (Welch & Jackson, 2007:177). According to Toth (2007:480), internal communication is one of the most important specialities of public relations, it is the force that develops “structures and cultures” within an organisation. Mersham and Skinner (2001:8) infer that communication permeates all activities in an organisation: it represents an important work tool through which individuals understand their organisational role and integrates organisational subunits. According to Grunig and Hunt (1984:23) symmetrical public relations models will increase the likelihood of employee job satisfaction and their satisfaction with the organisation as a whole. In addition, Toth states that “satisfied employees are more likely to be loyal to the organization they can identify with” (2007:481). The author further propounds that “the more participative the culture, the more symmetrical system of communication”. To augment the aforementioned statement, Kitchen argues that an organisation’s communication system and models are an important contributing factor for staff morale and productivity (2001:81). Employees tend to have higher morale and are more motivated in the workplace if all channels of communication are open. To extrapolate “open communication” systems, this paper will distil Grunig and Hunt’s (1984:21-31) symmetrical model of public relations as departure point to effective corporate communication, but also focus extensively on the internal communication matrix (Welch & Jackson, 2007:185) that will provide answers to the anti-luvial question on who communicates, to whom, in what way, with what content and for what purpose (Welch & Jackson, 2007:185). A modern organisation cannot function effectively without a positive internal climate and well-functioning channels of internal communication. To research the goals of the organisation’s internal communication strategy it should be responsive to employee needs and concerns (Seitel, 2004:288). The author further propounds the importance of internal publics as a stakeholder by arguing that in the new information era, managers have realised that the assets of the institution lie very much in the hands of the employees (Seitel, 2004:288). According to Garbarino (1977:32) the concept of culture is not new, as Ethnographers have studied the cultures of various societies since the 17th century. It is however only since the 1980’s that the impact of culture on organisational processes is being studied by scholars (Smircich & Calas, 1987). Organisational-or corporate culture is understood to be the firmly implanted values and assumptions of the organisation (Ouchi, 1981; Schein, 1990). Martin, Sitkin and Boehm (1985:99-124) identified two schools of thought regarding the question of cultural change. Cultural pragmatists argue that it can be changed due to the fact that it is a cultural efficiency managed to suit organisational goals set by the dominant coalition. Wilkins and Ouchi (1983:479) on the other hand argue that corporate culture is something that develops over time through unconscious evolution among a majority of people in the organisation, not through the dominant coalition. “Cultures specific to an organization evolve over time and influence the way in which individuals in the organization interact and react to the challenges posed by the environment” (Sriramesh et al., 1992:584). Sriramesh, Grunig and Dozier (1996) followed the lead of other organisational scholars (e.g. Wilkins 1983a) by using organisational culture to explain variables of primary interest to scholars in the field of public relations. They used corporate culture in particular to explain the nature of the communication system inside organisations. Grunig, Grunig and Dozier (2002:482) generated theoretical propositions about two distinct types of organisational culture which they contrasted as “authoritarian” and “participative” cultures in the Excellence study. This study further aims to establish the importance of values, symbols, meanings, beliefs, assumptions and expectations as an integral part of corporate culture, and that there is a symbiotic, reciprocal relationship between culture and communication. According to Sriramesh et al. (1996:239) altering one “will facilitate a modification in the other”. Siehl (1985) emphasised, after looking at change of leadership in organisations, that “once the desired value system was identified and articulated, the entire workforce (not just the managers) may have to strive to change or manage the organisation’s culture.” (Sriramesh, Grunig & Dozier 1996: 237). Sorge and Warner (1997:09) argue that “the core of culture is values”. Deal and Kennedy go so far as to say that they are of the opinion that successful companies succeed because their employees can “identify, embrace, and act on the values of the organization” (1982:21). The aim of this study, based on theory, is that there is a reciprocal relation between internal communication and corporate culture based on open symmetrical communication at the Cape Peninsula University of Technology (CPUT) can potentially modify the organisational culture of the University.

Thesis (MTech (Quality))--Cape Peninsula University of Technology, 2015. / The fundamental activities of a business can be summarized as being a cycle of strategy development and implementation, operations design and management and finally performance measurement, which feeds back into strategy design. This research aims to determine whether visual management can assist the quality motive by adding value to the above‐mentioned business activities for start‐up businesses and strategic business units within the South African context. The main topics to be addressed are performance management and visual management (VM). Performance management entails investigating the concept of strategy, its formulation and eventual implementation; performance measurement; improvement initiatives and greater quality theory. Visual management will be introduced as an angle on corporate communication and the importance of sharing information indiscriminately throughout the organisation. Both empirical and non-­‐empirical research methods are used to answer the question of the impact of VM on business activities. The first involves a theoretical synthesis from the literature, the second was based on interviews with professionals from the relevant industries, the third is content analysis of the above.

Orientador: Maria Cristina Gobbi / Banca: Maximiliano Martin Vicente / Banca: Isildinha Martins / Resumo: A web 2.0 trouxe para o mundo da comunicação uma infinidade de novas ferramentas baseadas na interatividade e na colaboração. O presente estudo objetivou demonstrar como essas ferramentas, em especial às redes sociais invadiram o mundo organizacional. A pesquisa se estruturou na revisão bibliográfica sobre como a comunicação organizacional se estabelece num contexto de complexidade como o da sociedade contemporânea. São apresentadas algumas discussões sobre a evolução da web para a web 2.0 e sua característica enquanto plataforma. Apresentamos as principais características das mídias sociais e descrevemos como são constituídas as redes sociais na internet e suas possibilidades de uso como ferramenta para a comunicação organizacional. Além disso, são descritas as redes sociais mais acessadas no Brasil no momento atual e os impactos das inovações tecnológicas sobre as organizações. A pesquisa também contemplou alguns pressupostos teóricos que avaliamos como sendo fundamentais para a compreensão do processo mudança e quiçá também de consolidação da comunicação organizacional como um campo de múltiplas perspectivas. Esta etapa evidencia a evolução das concepções a cerca da comunicação organizacional e resgata o histórico desta área de estudos aqui o Brasil. Por fim apresentamos os resultados mais relevantes da pesquisa de observação junto à página da Natura no Facebook destacando a possibilidade de diálogo, a interação e linguagem utilizada. Nas considerações ressaltamos sobre as potencialidades e limitações que as redes sociais apresentam quando utilizaadas como ferramenta para a comunicação organizacional / Abstract: Web 2.0 has brought to the world of communication, a plethora of new tools based on interactivity and collaboration. This study aimed to demonstrate how these tools, particularly social networks broke into the organizational world. The research was structured in the literature review on organizational communication is established in the context of how the complexity of contemporary society. Are some discussions about the evolution of the web for Web 2.0 and its characteristics as a platform. We present the main features of social media and describe how social networks are make up on the Internet and its possibilities for use as a tool for organizational communication. In addition, we describe the social networks more accessible in Brazil at present and the impact of technological innovations on organizations. The research also looked at some theoretical assumptions which we evaluate as being fundamental to understanding the process of change and perhaps also the consolidation of organizational communication as a field or multiple perspectives. This step shows the evolution of ideas about organizational communication and rescues the the history of this area of study here in Brasil. Finally we present the most relevant search results of observation by the Natura Facebook page highligting the possibility of dialogue, interaction and language use. Emphasize the considerations on the potential and limitations that social networks present when used as a tool for organizational communication / Mestre

A aprendizagem organizacional, embora possa ser classificada como um conceito multidisciplinar, neste estudo foi abordada sob a perspectiva de um agente de mudança comportamental e atitudinal, com vistas ao seu caráter dinâmico e integrador, de valorização à tendência de que as mudanças ocorram de forma contínua, no âmbito individual, grupal, organizacional, formal e informal. A comunicação é um processo que não pode ser considerado apenas como o ato de emitir e receber mensagens, em razão da complexidade da mente humana sustentar o processo. A comunicação organizacional constitui uma área vital nas empresas, que abrange o diálogo com os públicos internos e externos da organização. A liderança configura-se como uma interação entre dois ou mais membros de um grupo, onde ocasionalmente, se faz necessária a estruturação ou reestruturação de situação e de percepções e expectativas dos membros. O comprometimento organizacional está atrelado ao engajamento das pessoas, e os funcionários engajados costumam agir em linhas consistentes de atividades, o que denota seu comprometimento. Com base nisso, o objetivo desta dissertação foi verificar a relação entre aprendizagem organizacional, comunicação interna, liderança e comprometimento organizacional. Na lógica de um estudo de caso, o qual adotou a triangulação de dados e de fontes, esta dissertação foi guiada por uma abordagem mista, a primeira fase foi quantitativa exploratória, a segunda fase foi qualitativa descritiva, e os resultados foram analisados de forma conjunta, na terceira fase, em conjunto com documentos do grupo. A análise quantitativa, uni e multivariada, permitiu compreender quais fatores condizem com a literatura e qual convergem. O principal resultado denota a existência de uma comunicação verticalizada, com ausência de feedback e uso restrito de ferramentas de comunicação. O principal tipo de comprometimento encontrado foi o afiliativo, que remete ao sentimento de pertença que os funcionários têm para com a organização. A liderança, originalmente trabalhada como orientada ao relacionamento e ao tarefa mostrou-se agrupada e com uma boa confiabilidade interna. O tipo de aprendizagem que teve maior representatividade foi a de nível grupal, evidenciando a importância da comunicação e a liderança possuem no contexto organizacional. A análise qualitativa complementou e esclareceu os achados da primeira fase, onde foi possível explorar os principais motivos pelos quais a comunicação vertical é o modelo que mais explica uma análise de correlação, e a evidência de que a liderança está mais disposta a ouvir do que a falar (ausência de feedback). As limitações do estudo concentram-se em não ter sido realizada uma etapa qualitativa com os funcionários, o que ampliaria a compreensão acerca do cenário encontrado. Sugere-se que pesquisas futuras repliquem o estudo na lógica de pesquisa-ação, e que sejam consideradas as perspectivas teóricas da cultura organizacional e de governança corporativa. / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES. / Although organizational learning can be classified as a multidisciplinary concept, in this study it was approached from the perspective of an agent of behavioral and attitudinal change, with a view to its dynamic and integrating character, valuing the tendency for changes to occur continuously, at the individual, group, organizational, formal and informal levels. Communication is a process that cannot be considered merely as the act of issuing and receiving messages, because of the complexity of the human mind sustaining the process. Organizational communication is a vital area in business, encompassing dialogue with the internal and external audiences of the organization. Leadership is seen as an interaction between two or more members of a group, where it is occasionally necessary to structure or restructure the situation and the members' perceptions and expectations. Organizational commitment is tied to people's engagement, and engaged employees often act on consistent lines of activities, which denotes their commitment. Based on this, the objective of this dissertation was to verify the relationship among organizational learning, internal communication, leadership and organizational commitment. As a case study, which adopted the triangulation of data and sources, this dissertation was guided by a mixed approach, the first phase was quantitative and exploratory, the second phase qualitative and descriptive, and the results were then analyzed jointly, in the third phase, together with documents of the group. Quantitative analysis, uni and multivariate, provided understanding of which factors are consistent with the literature and which converge. The main result denotes the existence of vertical communication, lack of feedback and restricted use of communication tools. The main type of commitment found was affiliative, which refers to the sense of belonging that the employees have towards the organization. Leadership, originally posed as relationship-oriented and task-oriented, was grouped and with good internal reliability. The type of learning that had greater representativeness was the one of group level, evidencing the importance that communication and the leadership possess in the organizational context. Qualitative analysis complemented and clarified the findings of the first phase, where it was possible to explore the main reasons why vertical communication is the model that most explains a correlation analysis, and the evidence that leaders are more willing to listen than to talk (absence of feedback). Limitations of this study focus on not having performed a qualitative step with the employees, which would broaden the understanding about the scenario found. It is suggested that future research replicate the study in the logic of action research, and that the theoretical perspectives of organizational culture and corporate governance are considered.

M.A. / Since 1994 dramatic changes have taken place in the external environment of the Department of Welfare and Population Development. When these changes occurred • managers. in the Department were unprepared,. firstly, to accept the changes and, secondly, to manage the changes which were met with resistance and which created organizational conflict. Managers confronted with organizational conflict soon discovered that, in order to manage the organizational conflict effectively, they had to embark on a management program that would not only enhance their managerial skills, but also improve their knowledge of various aspects regarding the management of organizational conflict and change. This management program was developed to fit into the bigger management training program of the Department to empower present and future managers to manage the organization more effectively. The contents of the program first gives an overview of organizations as a systems approach. Within this approach the importance of environmental change and its effect on the organization are discussed. Change is known to meet with resistance, managers need to manage this resistance as it is a major contributor to organizational conflict. Organizational conflict has a detrimental effect on organizational effectiveness; if conflict is high and not resolved or managed effectively, organizations become very ineffective. Conflict is identified not only as negative (destructive), but also as positive and therefore positive conflict can become an agent of change within an organization. This form of change often ensures more effective services in organizations. In "The Prince" Nicolo Machiavelli states as follows: "It must be considered that there is nothing more difficult to carry out, no more doubtful of success, nor more dangerous to handle, than to initiate a new order of things. For the reformer has enemies in all - those who profit by the older order, and only lukewarm defenders in all those who would - • profit by the new order, this lukewarmness arising partly from the incredulity of mankind, who do not truly believe in anything new until they have actually had experience of it. Thus it arises that on every opportunity for attacking the reformer, his opponents do so with the zeal of partisans, the other only defend him half-heartedly, so that between them he runs great danger" (in Feldberg M 1975: 132).