Gestão emocional no secretariado executivo: a mediação de conflitos como competência estratégica

Abstract

This undergraduate thesis analyzes how emotional management contributes to the performance of professionals and interns in Executive Secretariat roles in mediating conflicts within organizational environments. Recognizing that workplace relationships involve complex interactions, multiple demands, and tense situations, this study sought to understand how socioemotional competencies—such as self-control, empathy, active listening, and assertive communication—affect conflict management and the quality of institutional relationships. This applied research, adopting a mixed-methods approach, used exploratory and descriptive procedures through an electronic questionnaire administered to 22 participants working in the field across public, private, and third-sector organizations in Salvador, Bahia. Data analysis, conducted using content analysis techniques, enabled the identification of perceptions, practices, and challenges related to emotional regulation in professional daily routines. The results suggest that emotional management is widely recognized as an essential competency, although its application is influenced by institutional, communicational, and structural factors. The study contributes to expanding discussions on socioemotional competencies in the Executive Secretariat field, providing insights for training and improving mediation practices in the area.