Gestão de Conflitos em TI: A Importância da Inteligência Emocional

Resumo

Conflicts are inherent to organizations and can have functional and dysfunctional consequences for organizational objectives. Conflicts can be related to the task, the process or the relationship, the latter being mostly dysfunctional6. The resolution of these conflicts can be accomplished in several ways, having conflict management as an important mechanism in this process. Conflict management has a fundamental principle of negotiation, which in all its stages requires skills of emotional intelligence. In this sense, emotional intelligence has caused a rupture in relation to the demand for professional skills, which are strongly linked to the skills of Rational Intelligence. Both types of intelligence should not be considered in an exclusive way, but from the perspective of the unification of their utilities in favor of the development of a more honest professional. Such reasoning becomes of great importance in relation to the IT professional, especially to IT managers, in view of the essentiality of IT in modern organizations and its strategic organizational potential. In this perspective, this work aims to present a reflection, carried out from a bibliographic review, on the relation of importance of the acquisition of emotional skills and aptitudes by IT professionals for the success in the management of professional conflicts in organizations.