GESTÃO DE CONFLITOS: A GAMIFICAÇÃO COMO ESTRATÉGIA PARA O GERENCIAMENTO DE CONFLITOS NO AMBIENTE ORGANIZACIONAL

The organizational environment is, by nature, a space where different personalities interact, making divergences of ideas, objectives, and values ​​a recurring and quite common phenomenon within its dynamic foundation. Such disagreements, better known as conflicts, can manifest themselves in various spheres and hierarchical levels, involving employees, their leaders, different departments, or even the organization in its relationships with external stakeholders. Traditionally, the word “conflict” carries a negative connotation, associated with disputes, tensions, and dysfunction. However, a more contemporary and strategic perspective recognizes that, when properly understood and managed, conflicts can become catalysts for continuous process improvement, strengthening interpersonal bonds, and encouraging innovation and sustainable organizational growth. The ability to transform the destructive potential of conflict into a constructive force is, therefore, a highly relevant management skill. However, the lack of effective management can allow disagreements to escalate, resulting in complex, stressful scenarios that are profoundly detrimental to the organizational climate and productivity. It is in this challenging scenario that gamification has emerged as a promising and innovative approach. By applying game mechanics and dynamics to hypothetical contexts, gamification offers valuable tools to support managers in conflict management. Through gamified strategies, the goal is not only to develop technical skills for mediation and dispute resolution, but also to deepen understanding of the diversity of profiles, values, and experiences that coexist within the organizational fabric. By promoting engagement, collaboration, and assertive communication in a playful and interactive way, gamification aims to significantly contribute to optimizing internal processes and building a more productive, healthy, and harmonious work environment. This article, based on a qualitative literature review of scientific articles, books, and specialized academic publications, aims to explore the multifaceted strategies and techniques employed by managers in managing organizational conflicts, with a particular focus on how gamification can enhance these practices, strengthening people management and the organizational climate as a whole.