Resumo:
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.
