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
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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 porlas 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 historiaeste proceso se basa en asuntos disciplinarios y punitivos, es decir, en la resolución de estossin considerarcon 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 laFacultad de CienciasSociales: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 delproceso 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. XIIDe la misma manera, el cuarto y último objetivo específicohacenreferencia a la propuesta de un modelo alternativo, innovador e interdisciplinario para la prevención e identificación de situaciones generadoras de conflictos laborales, así como posibles solucionesa través de herramientas del Teatro del Oprimido, con el fin de generar ambientes laborales saludables en la Facultad de estudio.Posteriormentepara 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 conflictostiene como indicadores la cantidad de documentos oficiales de la Universidad Nacional(UNA)que contemplen el manejo y resolución de conflictos; al mismo tiempoel 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 sonel grado de comprensión del proceso por parte del personal administrativo de la Facultad, junto al nivel de eficiencia del procesode 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 administrativoacerca de la existencia de parámetros utilizados por la UNA con el fin decategorizar cada tipo de conflicto, yel 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 ala cantidad de aportes que genere el modelo que se propone. De esta forma, los instrumentos de investigación sonentrevistas 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.XIIIEn 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 comunicaciónasertiva y la empatía en el personal.En este particular, se establece una propuestaalternativa e innovadora, pero sobre todointerdisciplinaria, 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 naturalezade esta forma teatral, tambiénotras 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 the management and resolution of conflicts applied to the administrative staff of the Faculty of Social Sciences: Omar Dengo Campus, National University, Costa Rica; in the period between July 2019 and June 2020. This is prepared by 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 that is 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, on the resolution of these without considering with greater emphasis what are the causes that generate Based on the foregoing, the research team has as a general objective: to analyze the conflict management and resolution process applied to the administrative staff of the Faculty of Social Sciences: National University, Omar Dengo Campus, Costa Rica; for the creation of an alternative and innovative model that allows the improvement of this process. For its part, what refers to 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 Faculty staff regarding this process for the validation of prevention mechanisms; on the other hand, 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 the tools of the Theater of the Oppressed, in order to generate healthy work environments in the Faculty of study. Subsequently, to achieve these objectives, an analysis model is established that identifies the variable of each of them and their respective measurement indicators. In the first place, the conflict management and resolution process variable has as indicators the number of official documents of the National University (UNA) that contemplate the management and resolution of conflicts; at the same time the degree of knowledge of the administrative staff of the Faculty, about the official documents of the University, which contemplates this process. Secondly, the indicators of the perception variable are the degree of understanding of the process by the administrative staff of the Faculty, together with the level of efficiency of the process according to the perception of the administrative staff 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. type of conflict. Fourth, the model is measured through the number of strategies suggested by the people consulted, together with the number of contributions generated by the proposed model. In this way, the research instruments are interviews with key people who know the process and the documentation that is used, a questionnaire that is applied to the staff of the Faculty; interviews with experts, review of the documents that establish the management and resolution of conflicts of 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 conflict management and resolution process. In this sense, the pertinent opportunities for improvement are identified, at the same time that it is recommended create an official document that compiles all the elements that are related to the process in question, which can incorporate the aspects of prevention and categorization of conflicts, as well as stimulate assertive communication and empathy in the staff. In this particular, a alternative and innovative proposal, but above all interdisciplinary, in accordance with the principles of the University and its substantive work, as well as the comprehensive approach that was born with the purpose of the research team. This proposal uses tools from the Theater of the Oppressed for its methodology, which brings up 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, propositions from different perspectives and reflection. In addition, it is a proposal that can take advantage of resources available to the University, therefore, it is economical.
This paper consists of the analysis of the management and resolution of conflicts applied to the administrative staff of the Faculty of Social Sciences: Omar Dengo Campus, National University, Costa Rica; in the period between July 2019 and June 2020. This is prepared by 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 that is 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, on the resolution of these without considering with greater emphasis what are the causes that generate Based on the foregoing, the research team has as a general objective: to analyze the conflict management and resolution process applied to the administrative staff of the Faculty of Social Sciences: National University, Omar Dengo Campus, Costa Rica; for the creation of an alternative and innovative model that allows the improvement of this process. For its part, what refers to 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 Faculty staff regarding this process for the validation of prevention mechanisms; on the other hand, 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 the tools of the Theater of the Oppressed, in order to generate healthy work environments in the Faculty of study. Subsequently, to achieve these objectives, an analysis model is established that identifies the variable of each of them and their respective measurement indicators. In the first place, the conflict management and resolution process variable has as indicators the number of official documents of the National University (UNA) that contemplate the management and resolution of conflicts; at the same time the degree of knowledge of the administrative staff of the Faculty, about the official documents of the University, which contemplates this process. Secondly, the indicators of the perception variable are the degree of understanding of the process by the administrative staff of the Faculty, together with the level of efficiency of the process according to the perception of the administrative staff 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. type of conflict. Fourth, the model is measured through the number of strategies suggested by the people consulted, together with the number of contributions generated by the proposed model. In this way, the research instruments are interviews with key people who know the process and the documentation that is used, a questionnaire that is applied to the staff of the Faculty; interviews with experts, review of the documents that establish the management and resolution of conflicts of 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 conflict management and resolution process. In this sense, the pertinent opportunities for improvement are identified, at the same time that it is recommended create an official document that compiles all the elements that are related to the process in question, which can incorporate the aspects of prevention and categorization of conflicts, as well as stimulate assertive communication and empathy in the staff. In this particular, a alternative and innovative proposal, but above all interdisciplinary, in accordance with the principles of the University and its substantive work, as well as the comprehensive approach that was born with the purpose of the research team. This proposal uses tools from the Theater of the Oppressed for its methodology, which brings up 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, propositions from different perspectives and reflection. In addition, it is a proposal that can take advantage of resources available to the University, therefore, it is economical.
Descripción
Palabras clave
CONFLICTOS LABORALES, LABOR DISPUTES, SOLUCIÓN DE CONFLICTOS, CONFLICT RESOLUTION, DISCIPLINA, DISCIPLINE, AMBIENTE DE TRABAJO, WORK ENVIRONMENTS, UNIVERSIDAD NACIONAL (COSTA RICA). FACULTAD DE CIENCIAS SOCIALES