Burnout e trabalho emocional em colaboradores

: o papel moderador das estratégias de gestão de conflitos

Abstract

The present investigation aimed to investigate the possible relationship between burnout and emotional labor, as well as the role played by conflict management in this dynamic. 233 employees participated in this study, from different work sectors. To assess levels of burnout and emotional labor, the Oldenburg Burnout Inventory (OLBI) and the Emotional Labor Scale (ELS), a version adapted for Brazil and translated into Portuguese from Portugal, will also be collected. conflict management in the workplace, using the Conflict Management Strategies Assessment Scale (ROCI-2). The processing of the collected data will be carried out using IBM SPSS® Statistics Version 28. In this context, the results indicate that participants perceive high levels of burnout and emotional labor and that there is a positive association between burnout and emotional labor. Conflict management plays a moderating role in this relationship. Collaboration strategies are the most used by participants in conflict management. These highlight the need to implement conflict management training programs in organizations and psychological and emotional support programs, aiming to mitigate the negative effects of emotional work on burnout.

Date of Award	25 Jul 2024
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Anabela Rodrigues (Supervisor)