Comunicación asertiva y su influencia en la atención al público en las secretarias de la Facultad de Ciencias Jurídicas, Sociales y de la Educación

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.

• Main Author: Goyes Lopez, Carlos Gustavo (author)
• Format: bachelorThesis
• Published: 2022
• Subjects: Comunicación asertiva; Atención al usuario; Imagen institucional
• Online Access: http://dspace.utb.edu.ec/handle/49000/12202