Relação entre as estratégias de gestão de conflitos e o trabalho emocional

: o papel moderador da satisfação no trabalho

Abstract

The modern workplace has become increasingly complex, driven by globalization, technological advancements, and rising professional expectations, all of which demand greater emotional and cognitive effort from employees. Within this context, emotional labor and conflict management are particularly relevant due to their impact on employee wellbeing and organizational effectiveness. Emotional labor, defined as the effort to regulate emotional expressions in accordance with organizational expectations, may lead to negative outcomes such as burnout and dissatisfaction. Conflict common in organizational settings requires effective management strategies that can transform tensions into opportunities for development. Although empirical studies exploring the relationship between these variables remain limited, job satisfaction is believed to function as a moderating factor. Specifically, it may influence how individuals cope with emotional demands and manage conflict, encouraging more constructive approaches.This quantitative study aimed to examine the moderating role of job satisfaction in the relationship between conflict management strategies and emotional labor. The sample was composed of 143 participants aged 18 and older, all employed in Portugal. Data were collected through a survey comprising a sociodemographic questionnaire, the ROCI-II, the Emotional Labor Scale, and the Cuestionario de Satisfacción Laboral 10/12. Results indicated moderate to high levels of emotional labor and high levels of job satisfaction. Statistically significant relationships were found between certain conflict management strategies and dimensions of emotional labor. Moreover, job satisfaction was shown to moderate the relationship between emotional labor and the collaborative conflict management strategy. These findings underscore the importance of organizational practices that foster job satisfaction as a means of reducing the negative impacts of emotional labor and workplace conflict.

Date of Award	30 Oct 2025
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Anabela Rodrigues (Supervisor)