Humor no espaço organizacional: um estudo interpretativo em um Call Center

Abstract

Humor is an important element of human interaction, and therefore has an impact on work groups and organizations. This dissertation is the product of a reflection on the mood and its importance to the organizational space and is intended to assist in understanding the contextual elements present in the workplace, in order to analyze the emergence of a sense of humor in organizational spaces, indicating its potential contribution to the advancement of the understanding of mood specific organizational environments in order to facilitate their administration in the workplace. This research presents the reflections produced from observations participating in a call-center in the city of Juiz de Fora, Minas Gerais. The careful look at the study, set by the observations recorded in Field Journal, the interviews with the Production Manager and Director of the Telecommunications Workers Union in Minas Gerais (SINTTEL), dialogue between various authors who research the topic, enabled the reflection on the role of humor in organizational spaces. Thus, the research shows that the role of humor is not limited to entertainment. The humor also acts as a resource for mediating the interaction process built by people in the workplace, facilitating group cohesion and promoting coping with stress.