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Comunicación asertiva y su influencia en la atención al público en las secretarias de la Facultad de Ciencias Jurídicas, Sociales y de la Educación
| dc.contributor.advisor | Salazar, Maria Elena | |
| dc.contributor.author | Goyes Lopez, Carlos Gustavo | |
| dc.date.accessioned | 2022-06-30T15:24:58Z | |
| dc.date.available | 2022-06-30T15:24:58Z | |
| dc.date.issued | 2022 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/12202 | |
| dc.description | Communication is an essential component in the organizational culture of any company, since it allows the development of activities normally and facilitates teamwork, it also conditions the work environment; therefore, it is an important factor in organizations because it helps to establish a fluid dialogue with the internal and external customer. For this reason, the present research aims to determine how assertive communication of secretarial staff influences the process of customer service. The methodology of the case study is based on a quantitative approach, while the types of research applied were: descriptive and field research. Likewise, the inductive and analytical methods were used, which allowed the segregation of each of the findings for the establishment of general conclusions. It is important to mention that a survey was used to obtain the informative data from primary sources, which is directed to the secretarial and administrative staff of the Faculty of Legal Sciences, where it was determined as main results that the assertive communication used by the secretarial human talent is adequate, but there are aspects to improve, because it was not always possible to establish a fluid and respectful dialogue with the user. For this reason, it is concluded that assertive communication is essential for interpersonal relationships and the work environment, a context that is not fully met by the secretarial staff in the Faculty of Legal, Social and Educational Sciences. | es_ES |
| dc.description | Communication is an essential component in the organizational culture of any company, since it allows the development of activities normally and facilitates teamwork, it also conditions the work environment; therefore, it is an important factor in organizations because it helps to establish a fluid dialogue with the internal and external customer. For this reason, the present research aims to determine how assertive communication of secretarial staff influences the process of customer service. The methodology of the case study is based on a quantitative approach, while the types of research applied were: descriptive and field research. Likewise, the inductive and analytical methods were used, which allowed the segregation of each of the findings for the establishment of general conclusions. It is important to mention that a survey was used to obtain the informative data from primary sources, which is directed to the secretarial and administrative staff of the Faculty of Legal Sciences, where it was determined as main results that the assertive communication used by the secretarial human talent is adequate, but there are aspects to improve, because it was not always possible to establish a fluid and respectful dialogue with the user. For this reason, it is concluded that assertive communication is essential for interpersonal relationships and the work environment, a context that is not fully met by the secretarial staff in the Faculty of Legal, Social and Educational Sciences. | es_ES |
| dc.description.abstract | La comunicación es una componente esencial en la cultura organizacional de toda empresa, puesto que permite el desarrollo de las actividades con normalidad y facilita el trabajo en equipo, además condiciona el ambiente laboral; por lo tanto, es un factor importante en las organizaciones porque ayuda a establecer un diálogo fluido con el cliente interno y externo. Motivo por el cual, la presente investigación tiene como objetivo determinar cómo la comunicación asertiva del personal de secretaría influye en el proceso de atención al usuario. La metodología del caso de estudio está conformada por un enfoque cuantitativo, mientras que los tipos de investigación aplicados fueron: descriptiva y de campo. De igual manera se utilizaron los métodos inductivo y analítico, que permitieron la segregación de cada uno de los hallazgos encontrados para el establecimiento de conclusiones generales. Es importante mencionar que, para la obtención de los datos informativos de fuentes primarias se utilizó una encuesta, la cual está dirigida al personal de secretaría y administración de la Facultad de Ciencias Jurídicas, donde se determinó como principales resultados que la comunicación asertiva que emplea el talento humano de secretaría es adecuada, pero existen aspectos a mejorar, porque no siempre se logró establecer un diálogo fluido y respetuoso con el usuario. Por tal razón, se concluye que la comunicación asertiva es fundamental para las relaciones interpersonales y el clima laboral, contexto que no se cumple del todo por parte del personal de secretaría en la Facultad de Ciencias Jurídicas, Sociales y de la Educación. | es_ES |
| dc.format.extent | 42 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2022 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Comunicación asertiva | es_ES |
| dc.subject | Atención al usuario | es_ES |
| dc.subject | Imagen institucional | es_ES |
| dc.title | Comunicación asertiva y su influencia en la atención al público en las secretarias de la Facultad de Ciencias Jurídicas, Sociales y de la Educación | es_ES |
| dc.type | bachelorThesis | es_ES |
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