Made available in DSpace on 2016-04-28T20:19:18Z (GMT). No. of bitstreams: 1 2005- Marco Aurelio Caldas.pdf: 411154 bytes, checksum: 080d18ec6a10b89024da7a9bd064b454 (MD5) Previous issue date: 2005-12-16 / The present work inside approaches the subject of the conflict of the organizations. The human relations beings inside of the companies elapse of a series of personal and structural variable that influence in the organization, in turn may to modify the effective organizational culture, provoking changes in its initial structure. The people who integrate the organization withhold a greater or minor capacity before the this type of change. For consequence some companies react more positively than others ahead of an uncertain scene. This capacity of adaptation, as well as the consequent growth of the organization comes to be in function of the organizational learning that promotes the understanding of new realities and the adoption of new behaviors. However, the relation among people can occur of a conflictive standard, that accents the difference of positions, opinions between itself. Of this shock a possible learning results, that comes to provide a development in the organization. In this aspect the subject of the present research, the management of the conflict inhabits. The objective that if considers is to investigate the phenomenon of the interpersonal conflict in the process, according to factors of the organizational culture, compared them it the raised empirical data concerning the considered subject, for intermediary of a study of multiple cases. The employed methodology follows the considered one for Yin (2004), as study of case and Fleury (1996), as inquiry of the organizational culture, analyzing its history, the socialization of new members, the communication process, and the work process. The changeable proposals in the survey of the interviews look for to discover concerning the understanding of the people how much to the existence of conflicts, behavior in the resolution of the conflict, the standard of reaction before the changes, the consequences of a conflict, the intensity of a conflict and its benefit, the possibility of the learning existence after a conflict, that techniques if use in the resolution of the conflict. For such study four organizations, being two of the private initiative and two state ones had been investigated. To the end of the analysis of the data, one evidences that each organization possess its proper method of conflict resolution, that if relates to the organizational culture of each institution. To the end one in accordance with presents a proposal of management of conflict, based the theoretical referential and the carried through research of field. The conclusion of the work looks for to still contemplate, suggestions for future research, as well as suggestions to the companies, in the moving one to the management of the conflict. / O presente trabalho aborda o assunto do conflito dentro das organiza??es. As rela??es humanas dentro das empresas decorrem de uma s?rie de vari?veis pessoais e estruturais que influem na organiza??o, por sua vez podem vir a alterar a cultura organizacional vigente, provocando mudan?as em sua estrutura inicial. As pessoas que integram a organiza??o det?m uma maior ou menor capacidade ante a esse tipo de mudan?a. Por conseq??ncia algumas empresas reagem mais positivamente que outras diante de um cen?rio incerto. Essa capacidade de adapta??o, bem como o conseq?ente crescimento da organiza??o vem a ser em fun??o da aprendizagem organizacional que promove a compreens?o de novas realidades e a ado??o de novos comportamentos. Entretanto, a rela??o entre as pessoas pode advir de um padr?o conflituoso, que acentua a diferen?a de posturas, opini?es entre si. Desse embate resulta um poss?vel aprendizado, que vem a proporcionar um desenvolvimento na organiza??o. Nesse aspecto reside o assunto da presente pesquisa, a gest?o do conflito. O objetivo que se prop?e ? investigar o fen?meno do conflito interpessoal, segundo fatores da cultura organizacional, comparando-os aos dados emp?ricos levantados acerca do tema proposto, por interm?dio de um estudo de casos m?ltiplos. A metodologia empregada segue o proposto por Yin (2004), como estudo de caso e Fleury (1996), como investiga??o da cultura organizacional, analisando-se sua hist?ria, a socializa??o de novos membros, o processo de comunica??o, o processo de trabalho. As vari?veis propostas no levantamento das entrevistas procuram descobrir acerca da compreens?o das pessoas quanto ? exist?ncia de conflitos, conduta na resolu??o do conflito, o padr?o de rea??o ante as mudan?as, as conseq??ncias de um conflito, a intensidade de um conflito e seu benef?cio, a possibilidade da exist?ncia de aprendizagem ap?s um conflito, que t?cnicas se empregam na resolu??o do conflito. Para tal estudo investigaram-se quatro organiza??es, sendo duas da iniciativa privada e duas estatais. Ao final da an?lise dos dados, constata-se que cada organiza??o possui seu m?todo pr?prio de resolu??o de conflito, que se relaciona ? cultura organizacional de cada institui??o. Ao final apresenta-se uma proposta de gest?o de conflito, fundamentada de acordo com o referencial te?rico e a pesquisa de campo realizada. A conclus?o do trabalho procura contemplar ainda, sugest?es para futuras pesquisas, bem como sugest?es ?s empresas, no tocante ? gest?o do conflito.