O gestor e seu papel na gestão de conflitos: um estudo de caso em empresa de varejo de vestuário masculino

Abstract

This research has intended to analyze the perceptions of managers andsalespersons from a male clothing store on the conflict in their daily activities, emphasizing the manager's figure, and observing the form these notice their performance and how they are noticed by those involved in the conflicts. After interviews done with a group of thirteen managers and twenty-four salespersons, a descriptive and analytical study took place, using the qualitative strategy, through content analysis it also used analysis quantitative descriptive. Both the managers andthe salespersons revealed a uniform perception about the situations of existing conflicts in the stores. It was also observed that the managers make use of appropriate practices for the administration of the companys conflict situations, the same not happening in the use of the conflict for the improvement of the performance of the teams. It is observable that the main situations, causes and consequences from interpersonal conflicts within the work field, listed on the theoretical review, have all been found in the researched company. It has been also found that the majorityof the conflicts are directly connected with the accomplishment of daily tasks, which the theory calls the substantive conflict", and that the position of both managers and salespeople concerning the conflict is that it is destructive and must be avoided, agreeing with the vision the Traditional School presents.Therefore, it doesnt use the conflict as a form of stimulating creativity and avoiding accommodation on the part ofthe members of the team.