A comunicação não violenta como potencial ferramenta de mediação de conflitos: o caso das secretarias integradas da UFSM

Abstract

The aim of this article is to analyze the knowledge of managers involved in an administrative restructuring process regarding the potential use of Nonviolent Communication (NVC) as a human resource management tool, as well as their training needs to manage internal conflicts within their teams, with the aim of improving the organizational climate in the public sector, aiming at the quality of services provided to users. To this end, a qualitative exploratory study was conducted. Data were collected through semi-structured interviews with civil servants in management positions at the UFSM Training Center. The method used was content analysis, based on interpretive procedures and the retrieval of the research problem. After analyzing the data, it was possible to conclude that the interviewees understood the CNV as a management tool, important for training managers in conflict resolution. They were in favor of seeking and promoting training for secretarial staff in order to improve the organizational climate in the public sector, with the aim of improving the quality of the services provided.