Caso para ensino: “desisti do informes gerais” - conflitos de geração em um órgão público

Abstract

The case "I gave up General Reports - Conflicts of generation in an agency of public administration" describes a real situation that occurred in a bank in Natal-RN which belongs to a big company with the fictitious name of "Banco Sol" - which has its headquarters in São Paulo-SP. The case's dilemma is about the constant conflicts between generations involving the group of newly admitted in the company, aged between 25 and 35 years, and the older employees, many of them already retired by the Instituto Nacional de Seguridade Social (INSS), but who continue to work in the company. After many misunderstandings and disharmony that influenced directly the company's operating results, a manager called Claudia and her human resources team were moved to the unit to mediate the conflict. In the case, you can read statements from interviews conducted by the team with members representing each group of employees and from observational data of work dynamics performed in the agency itself. With the testimonies obtained and the observation made, Cláudia and her team faces the following questions: How to intervene efficiently in these interpersonal relations? What actions need to be taken to improve the work environment and ease the visibly shaken interpersonal conflicts that undermine the company's results? How to take the problem reported by retired employees in relation to their salary losses to the knowledge of the general direction of the company and what to suggest? What can be done to make the work environment more receptive, welcoming and conducive to learning for the newly admitted employees? A human resources team should propose solutions to address disagreements among employees and improve the organizational environment.