La mediación como estrategia para la gestión de conflictos en las cuadrillas de la parte operativa de la EMAC-EP en la ciudad de Cuenca en el año 2022

Abstract

The presence of social conflicts negatively affects the performance of workers and the productivity of organizations, due to difficulties in the coexistence among collaborators. However, companies do not have processes that guarantee the adequate management of conflicts, generating a high rate of personnel turnover. Therefore, the objective of this research is to identify the internal conflicts of the workers of the operational part of EMAC-EP and to propose mediation as a possible solution. For this purpose, a methodology with a mixed approach was used, with the collection of information from secondary sources and the application of surveys to a sample of 176 people. Among the results, it was determined that the population of workers presents task conflicts and interpersonal conflicts. So that the intervention proposal from social work is composed of three objectives, the first focused on resolving task conflicts with the intervention of supervisors, the second objective provides actions to resolve current conflicts and the third objective involves strategies for the use of mediation in future conflicts.