COMMUNICATION IN CONFLICT MANAGEMENT WITHIN WORK TEAMS: A STUDY AT HUAMBO GENERAL HOSPITAL

Abstract

This dissertation aimed to analyse the influence of communication on conflict management within the work teams of the Huambo General Hospital. Based on the assumption that effective internal communication is a fundamental element for the proper functioning of organisations, the study examined the communication channels, practices and communication styles adopted within the hospital, as well as their influence on conflict prevention and resolution.A quantitative research approach was adopted through the administration of a structured questionnaire to healthcare professionals. The instrument gathered participants' perceptions regarding internal communication, the most common types of conflict, the conflict management styles adopted and the communication practices considered most effective.The findings show that, although formal communication mechanisms exist, they are frequently underutilised, weakening team cohesion and making conflict resolution more difficult. Compromising and accommodating styles were found to be the most commonly adopted, whereas the collaborative style, despite being recognised as the most effective, remains seldom practised. The organisational culture also reflects a certain degree of mistrust and limited transparency in communication, particularly within rigid hierarchical environments.From a theoretical perspective, the findings support the hypothesis that clear, effective and collaborative communication is associated with more effective conflict management. However, the reality observed at the Huambo General Hospital highlights the need for structural and behavioural changes capable of bringing practice closer to this ideal.Based on the findings, the dissertation proposes several practical measures, including strengthening communication skills training, promoting participative leadership and creating formal spaces for dialogue among work teams.It is concluded that clear and collaborative communication is essential for effective conflict management. Nevertheless, significant challenges remain, making it necessary to reinforce communication training, encourage participative leadership and establish permanent opportunities for open dialogue among professionals.