Que conflito é esse? - as múltiplas fases do processo conflituoso: o caso de uma concessionária de veículos.

Abstract

In all process that engages human relations always will exist conflict situations. Meanwhile, a conflict is not necessary something bad, depending how is managed. In the organizational environment it’s many times generative source of conflict, since this organizations are essentially composed by persons that have them own personality, distinguish attitudes and values, leading to behaviors and relationship not always harmonious. So, it’s necessary to manage appropriate process conflict to come to favorable agreement to all involved. In this context, the present work is the result of a research character exploratory and descriptive like analyze objective the collaborators perception in relation to existing conflicts in sails sector of a cars concessionary with localization in Campina Grande city – PB, taking by base the model of Robbins (1979). The results achieved reveal that process conflicts establish the prevailing type on collaborators perception in the sector and are establish already in first scale degree of continuous conflict intensity, representing for “lights disagreements or misunderstandings”, so that nevertheless and assume the conflict existence in sector, the majority collaborators do not seem such conflicts as something destructive to the company.