Práticas de gestão consensual de conflitos em Instituições Federais de ensino superior

Abstract

Conflicts are inherent in human beings relations as well as in democratic states. Federal universities are institutions characterized by pluralism and diversity and they are made up of citizens from different social classes, ethnicities, cultures, values, ideologies and purposes; this democratic environment makes possible the manifestation of different conflicts. Traditionally, Public Administration has managed cases of controversy through punishment, disciplinary and ethical procedures. However, conflict in itself is neither good nor bad; its management that will be decisive for maximizing benefits and minimizing damages. In 2017 a law that defendes rights of users in public services assigned the Ombudsman to carry out mediation and conciliation, in order to solve disputes through self-composition. Thus, this work investigated the adoption of mediation and conciliation practices or other consensual and self-composition for conflict management in Federal Higher Education Institutions. The aim of this paper was to understand how federal universities have been carrying out conflict management in the work and teaching place in order to acquire knowledge that could serve as guidelines for the implementation of policies for consensual conflict resolutions in the university environment, especially as regards mediation procedures. The first specific aim was to identify the focal approach of consensual conflict resolutions and the institutional instance where it was carried out. The second one tried to identify the models of consensual procedures used, that is, how the mediation procedure is organized and structured. For this, through access to information 69 federal universities were researched in all Data were collected and analyzed quantitatively and qualitatively, through multi-case investigation and documentary research. Based in this study and bibliographic research about conflict, were proposed policy guidelines for consensual conflict resolutions in federal universities as well as a possible model for being applied to procedure mediation in ombudsmen based in Non-Violent Communication.