Análisis del manejo y resolución de conflictos aplicado al personal administrativo de la Facultad de Ciencias Sociales, Campus Omar Dengo, Universidad Nacional, Costa Rica en el periodo comprendido entre julio de 2019 a junio de 2020
Fecha
2020
Autores
Arroyo Calderón, Melany
Barahona Miranda, Priscilla
Chacón Navarro, Maureen María
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Nacional, Costa Rica
Resumen
El presente escrito consiste en el análisis del manejo y resolución de conflictos aplicado al personal administrativo de la Facultad de Ciencias Sociales: Campus Omar Dengo, Universidad Nacional, Costa Rica; en el periodo comprendido entre julio de 2019 a junio de 2020. Este es elaborado por las Bachilleres Melany Arroyo Calderón, Priscilla Barahona Miranda y Maureen Chacón Navarro. Se pretende analizar la interrogante de investigación ¿Cuál es el proceso del manejo y resolución de conflictos que se aplica al personal administrativo de la Facultad de Ciencias Sociales: Campus Omar Dengo, Universidad Nacional de Costa Rica? Esto en el marco del enfoque preventivo que recomienda la Organización Internacional de Trabajo, debido a que a lo largo de la historia este proceso se basa en asuntos disciplinarios y punitivos, es decir, en la resolución de estos sin considerar con mayor énfasis cuáles son las causas que generan estas situaciones. De acuerdo con lo anterior, el equipo de investigación plantea como objetivo general: analizar el proceso de manejo y resolución de conflictos aplicado al personal administrativo de la Facultad de Ciencias Sociales: Universidad Nacional, Campus Omar Dengo, Costa Rica; para la creación de un modelo alternativo e innovador que permita la mejora de este proceso. Por su parte, lo que refiere a objetivos específicos están relacionados con la descripción del proceso de manejo y resolución de conflictos que utiliza la Universidad con el fin de identificar mecanismos de prevención. Además, indagar la percepción del personal de la Facultad con respecto a este proceso para la validación de los mecanismos de prevención; por otro lado, identificar los parámetros que utiliza la Universidad para la categorización de cada tipo de conflicto. De la misma manera, el cuarto y último objetivo específico hacen referencia a la propuesta de un modelo alternativo, innovador e interdisciplinario para la prevención e identificación de situaciones generadoras de conflictos laborales, así como posibles soluciones a través de herramientas del Teatro del Oprimido, con el fin de generar ambientes laborales saludables en la Facultad de estudio. Posteriormente para conseguir dichos objetivos, se establece un modelo de análisis que identifica la variable de cada uno de ellos y sus respectivos indicadores de medición. En primer lugar, la variable proceso de manejo y resolución de conflictos tiene como indicadores la cantidad de documentos oficiales de la Universidad Nacional (UNA) que contemplen el manejo y resolución de conflictos; al mismo tiempo el grado de conocimiento del personal administrativo de la Facultad, acerca de los documentos oficiales de la Universidad, que contemple este proceso. En segundo lugar, los indicadores de la variable percepción son el grado de comprensión del proceso por parte del personal administrativo de la Facultad, junto al nivel de eficiencia del proceso de acuerdo con la percepción del personal administrativo de esta. En tercer lugar, los parámetros se miden con el grado de conocimiento por parte del personal administrativo acerca de la existencia de parámetros utilizados por la UNA con el fin de categorizar cada tipo de conflicto, y el nivel de eficacia de los parámetros utilizados por la UNA para categorizar cada tipo de conflicto. En cuarto lugar, el modelo se mide a través de la cantidad de estrategias que sugieren las personas consultadas junto a la cantidad de aportes que genere el modelo que se propone. De esta forma, los instrumentos de investigación son entrevistas a personas clave que conocen el proceso y la documentación que se utiliza, cuestionario que se aplica al personal de la Facultad; entrevista a expertos, revisión de los documentos que establecen el manejo y resolución de conflictos de la Universidad, revisión conceptual que sustenta esta investigación y las oportunidades de mejora que se encuentren en el proceso. En el marco de las consideraciones anteriores, se identifica que existen vacíos en la normativa vigente de la Universidad, relacionada con el proceso de manejo y resolución de conflictos. En este sentido, se identifican las oportunidades de mejora pertinentes, al mismo tiempo que se recomienda crear un documento oficial que compile todos los elementos que se relacionan con el proceso en cuestión, el cual puede incorporar los aspectos de prevención y categorización de conflictos, así como estimular la comunicación asertiva y la empatía en el personal.
En este particular, se establece una propuesta alternativa e innovadora, pero sobre todo interdisciplinaria, acorde con los principios de la Universidad y su quehacer sustantivo, así como al enfoque integral que nace con el propósito del equipo investigador. Dicha propuesta, utiliza herramientas del Teatro del Oprimido para su metodología, lo cual trae a colación profesionales en artes escénicas, profesionales en psicología, debido a la naturaleza de esta forma teatral, también otras profesiones de acuerdo con el tema que se aborda.
Finalmente, es importante señalar que este modelo, tiene como base la empatía, comunicación, creación de espacios seguros, respetuosos, horizontales y lúdicos; los cuales generan debate, análisis, proposiciones desde diferentes perspectivas y reflexión. Además, es una propuesta que puede aprovechar recursos que tiene disponibles la Universidad, por tanto, resulta económica.
This paper consists of the analysis of conflict management and resolution applied to the administrative staff of the Faculty of Social Sciences: Omar Dengo Campus, Universidad Nacional, Costa Rica; in the period from July 2019 to June 2020. This is elaborated by the bachelors Melany Arroyo Calderón, Priscilla Barahona Miranda and Maureen Chacón Navarro. It is intended to analyze the research question: What is the process of conflict management and resolution applied to the administrative staff of the Faculty of Social Sciences: Omar Dengo Campus, National University of Costa Rica? This within the framework of the preventive approach recommended by the International Labor Organization, because throughout history this process has been based on disciplinary and punitive matters, that is, in the resolution of these without considering with greater emphasis what are the causes that generate these situations. In accordance with the above, the general objective of the research team is to analyze the process of conflict management and resolution applied to the administrative personnel of the Faculty of Social Sciences: Universidad Nacional, Campus Omar Dengo, Costa Rica; for the creation of an alternative and innovative model that allows the improvement of this process. On the other hand, the specific objectives are related to the description of the conflict management and resolution process used by the University in order to identify prevention mechanisms. In addition, to investigate the perception of the personnel of the Faculty regarding this process for the validation of the prevention mechanisms; on the other hand, to identify the parameters used by the University for the categorization of each type of conflict. In the same way, the fourth and last specific objective refers to the proposal of an alternative, innovative and interdisciplinary model for the prevention and identification of situations that generate labor conflicts, as well as possible solutions through tools of the Theater of the Oppressed, in order to generate healthy work environments in the Faculty of study. Subsequently, in order to achieve these objectives, an analysis model is established that identifies the variable of each one of them and their respective measurement indicators. In the first place, the process of conflict management and resolution variable has as indicators the number of official documents of the National University (UNA) that contemplate conflict management and resolution; at the same time the degree of knowledge of the administrative personnel of the Faculty, about the official documents of the University, that contemplate this process. Secondly, the indicators of the perception variable are the degree of understanding of the process by the administrative personnel of the Faculty, together with the level of efficiency of the process according to the perception of the administrative personnel of the Faculty. Third, the parameters are measured by the degree of knowledge on the part of the administrative staff about the existence of parameters used by the UNA in order to categorize each type of conflict, and the level of effectiveness of the parameters used by the UNA to categorize each type of conflict. Fourth, the model is measured through the number of strategies suggested by the respondents along with the number of inputs generated by the proposed model. Thus, the research instruments are interviews with key people who know the process and the documentation used, a questionnaire applied to faculty personnel, interviews with experts, review of the documents that establish the management and resolution of conflicts at the University, conceptual review that supports this research and the opportunities for improvement found in the process. Within the framework of the above considerations, it is identified that there are gaps in the current regulations of the University, related to the process of conflict management and resolution. In this sense, the pertinent opportunities for improvement are identified, while it is recommended to create an official document that compiles all the elements related to the process in question, which can incorporate the aspects of conflict prevention and categorization, as well as stimulate assertive communication and empathy in the personnel. In this particular, an alternative and innovative proposal is established, but above all interdisciplinary, in accordance with the principles of the University and its substantive work, as well as the integral approach that arises with the purpose of the research team. This proposal uses tools of the Theater of the Oppressed for its methodology, which brings together professionals in the performing arts, professionals in psychology, due to the nature of this theatrical form, as well as other professions according to the topic being addressed. Finally, it is important to point out that this model is based on empathy, communication, creation of safe, respectful, horizontal and playful spaces, which generate debate, analysis, proposals from different perspectives and reflection. In addition, it is a proposal that can take advantage of the resources available to the University, therefore, it is economical.
This paper consists of the analysis of conflict management and resolution applied to the administrative staff of the Faculty of Social Sciences: Omar Dengo Campus, Universidad Nacional, Costa Rica; in the period from July 2019 to June 2020. This is elaborated by the bachelors Melany Arroyo Calderón, Priscilla Barahona Miranda and Maureen Chacón Navarro. It is intended to analyze the research question: What is the process of conflict management and resolution applied to the administrative staff of the Faculty of Social Sciences: Omar Dengo Campus, National University of Costa Rica? This within the framework of the preventive approach recommended by the International Labor Organization, because throughout history this process has been based on disciplinary and punitive matters, that is, in the resolution of these without considering with greater emphasis what are the causes that generate these situations. In accordance with the above, the general objective of the research team is to analyze the process of conflict management and resolution applied to the administrative personnel of the Faculty of Social Sciences: Universidad Nacional, Campus Omar Dengo, Costa Rica; for the creation of an alternative and innovative model that allows the improvement of this process. On the other hand, the specific objectives are related to the description of the conflict management and resolution process used by the University in order to identify prevention mechanisms. In addition, to investigate the perception of the personnel of the Faculty regarding this process for the validation of the prevention mechanisms; on the other hand, to identify the parameters used by the University for the categorization of each type of conflict. In the same way, the fourth and last specific objective refers to the proposal of an alternative, innovative and interdisciplinary model for the prevention and identification of situations that generate labor conflicts, as well as possible solutions through tools of the Theater of the Oppressed, in order to generate healthy work environments in the Faculty of study. Subsequently, in order to achieve these objectives, an analysis model is established that identifies the variable of each one of them and their respective measurement indicators. In the first place, the process of conflict management and resolution variable has as indicators the number of official documents of the National University (UNA) that contemplate conflict management and resolution; at the same time the degree of knowledge of the administrative personnel of the Faculty, about the official documents of the University, that contemplate this process. Secondly, the indicators of the perception variable are the degree of understanding of the process by the administrative personnel of the Faculty, together with the level of efficiency of the process according to the perception of the administrative personnel of the Faculty. Third, the parameters are measured by the degree of knowledge on the part of the administrative staff about the existence of parameters used by the UNA in order to categorize each type of conflict, and the level of effectiveness of the parameters used by the UNA to categorize each type of conflict. Fourth, the model is measured through the number of strategies suggested by the respondents along with the number of inputs generated by the proposed model. Thus, the research instruments are interviews with key people who know the process and the documentation used, a questionnaire applied to faculty personnel, interviews with experts, review of the documents that establish the management and resolution of conflicts at the University, conceptual review that supports this research and the opportunities for improvement found in the process. Within the framework of the above considerations, it is identified that there are gaps in the current regulations of the University, related to the process of conflict management and resolution. In this sense, the pertinent opportunities for improvement are identified, while it is recommended to create an official document that compiles all the elements related to the process in question, which can incorporate the aspects of conflict prevention and categorization, as well as stimulate assertive communication and empathy in the personnel. In this particular, an alternative and innovative proposal is established, but above all interdisciplinary, in accordance with the principles of the University and its substantive work, as well as the integral approach that arises with the purpose of the research team. This proposal uses tools of the Theater of the Oppressed for its methodology, which brings together professionals in the performing arts, professionals in psychology, due to the nature of this theatrical form, as well as other professions according to the topic being addressed. Finally, it is important to point out that this model is based on empathy, communication, creation of safe, respectful, horizontal and playful spaces, which generate debate, analysis, proposals from different perspectives and reflection. In addition, it is a proposal that can take advantage of the resources available to the University, therefore, it is economical.
Descripción
Palabras clave
UNIVERSIDAD NACIONAL (COSTA RICA), FACULTAD DE CIENCIAS SOCIALES, AMBIENTE DE TRABAJO, RELACIONES LABORALES, SOLUCIÓN DE CONFLICTOS, FACULTY OF SOCIAL SCIENCES, WORK ENVIRONMENT, LABOR RELATIONS, CONFLICT RESOLUTION