A inteligência emocional como facilitadora da gestão de conflitos: visão dos estudantes de secretariado executivo

Abstract

Through the emotional intelligence are developed skills for the managing of conflicts and overcoming when it is possible. The understanding of the conflict situations that many experienced professionals, regardless of professional secretarial experience as well, is intrinsically linked to personal relationships and the lack of preparation in controlling emotions. Studies developed by Goleman and others, assist in the understanding of the importance given to emotional intelligence in the development of emotional competencies as a way to significantly mitigate the conflicts that interfere directly or indirectly on emotional and professional people. A review of the literature on emotional intelligence and nature and dynamics of conflict also allowed us to ascertain whether students secretariat of the UFC have relevant knowledge about emotional intelligence in conflict management and if they use this knowledge to manage the conflicting situations in the workplace. According to the exposition of the data from the research examined that there is, by students of executive secretariat the effectiveness in managing the conflicts in the light of emotional intelligence as a way of favoring the personal and organizational growth.