Gestão de conflitos interpessoais entre professor e aluno no Ensino Superior Federal.

Abstract

The existence of interpersonal conflicts is a historical phenomenon and inherent in human relations. Previously seen as a dysfunctional phenomenon and which should be avoided, it is currently considered as a productive experience for the individuals and spaces they occupy. Several researches are carried out to investigate the conflict in organizations, however, few have been within the Federal Institutions of Higher Education (IFES), influencing the quality of conflict management in these spaces. Therefore, this research aims to analyze if the mechanisms of resolution of interpersonal conflicts between teacher and student used in the Center for Juridical and Social Sciences (CCJS) of the Federal University of Campina Grande (UFCG) are adequate from the perception of these actors. The methodology of this work comprises an exploratory research, which uses as a data collection procedure the application of a structured questionnaire with a sample of 29 teachers and 476 students of the institution. The problem question and the data obtained are analyzed in a qualitative­quantitative approach. The results point out that teachers and students of the CCJS/UFCG, although they perceive that the most used means of management of interpersonal conflicts are the informal dialogue and the Disciplinary Administrative Process (ADP), recognize that the most adequate are the alternative means (mediation) for the resolution of interpersonal conflicts in higher education. From the results, an intervention plan was proposed that contemplates actions of promotion of good practices in the interpersonal relations and the implantation of a Nucleus of Mediation of Interpersonal Conflicts. The study makes it possible to think about the relation between teacher and student in higher education and the (re­)knowledge of the strategies of management of interpersonal conflicts adopted in the institution.