ANÁLISIS DE LA COMUNICACIÓN INTERNA Y EXTERNA EN LA COOPERATIVA SERVITAXI Y LA PERCEPCIÒN QUE TIENEN LOS USUARIOS DE ESTE SERVICIO EN LA CIUDAD DE GUAYAQUIL
Fecha
2017-12-04
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UNIVERSIDAD DE GUAYAQUIL
Resumen
Los conflictos de comunicación que se experimentan en la actualidad en el servicio de transportes privados corresponden a las barreras comunicativas entre conductores y usuarios. Esto se conoce por la información que proporcionan los conductores de las unidades de taxis, quienes en su afán de conseguir más carreras utilizan un lenguaje poco apropiado con los usuarios lo cual impide una comunicación de calidad entre dichos individuos. Quienes deben poner normas y reglas para mejorar este tipo de comunicación son los directivos u otros delegados de las diferentes empresas que prestan este servicio. El concurrente trabajo, hace un análisis relativo a la comunicación interna que se da a los directivos, conductores y usuarios sobre la percepción de la comunicación y atención brindada y la factible reparación. Se realiza el abordaje teórico para considerar como se genere una real y apropiada comunicación, así como las teorías necesarias que sustenten este estudio, la metodología utilizada es de carácter cualitativa, los instrumentos son la entrevista a profundidad y encuestas, los resultados obtenidos en la recogida de información y su análisis han permitido presentar la propuesta que consiste crear como un aporte para las buenas relaciones interpersonales un manual de procedimiento comunicacional de guía y control, para que las actividades de la Cooperativa Servitaxi sean acorde al concepto del Buen vivir que se manifiesta en la Constitución ecuatoriana.
The communication conflicts currently experienced in the private transport service correspond to the communication barriers between drivers and users. This is known by the information provided by the taxi drivers, who in their desire to get more clients use an inappropriate language with users which prevents quality communication between these individuals. Those who must establish norms and rules to improve this type of communication are the managers or other delegates of the different companies that provide this service. The concurrent work, makes an analysis relative to the internal communication for the managers, drivers and users on the perception of the communication and attention given and the feasible repair. The theoretical approach is taken to consider how to generate a real and appropriate communication, as well as the necessary theories that support this investigation, qualitative methodology, the instruments are the interviews and surveys, the results it this investigation it was used obtained in the collection Of information and their analysis have allowed to present proposal to create he good interpersonal relations of a manual of communicational procedure of guide and control, in coop. Servitaxi with ah agreement with the concept of good life which are in the Ecuadorian Constitution.
The communication conflicts currently experienced in the private transport service correspond to the communication barriers between drivers and users. This is known by the information provided by the taxi drivers, who in their desire to get more clients use an inappropriate language with users which prevents quality communication between these individuals. Those who must establish norms and rules to improve this type of communication are the managers or other delegates of the different companies that provide this service. The concurrent work, makes an analysis relative to the internal communication for the managers, drivers and users on the perception of the communication and attention given and the feasible repair. The theoretical approach is taken to consider how to generate a real and appropriate communication, as well as the necessary theories that support this investigation, qualitative methodology, the instruments are the interviews and surveys, the results it this investigation it was used obtained in the collection Of information and their analysis have allowed to present proposal to create he good interpersonal relations of a manual of communicational procedure of guide and control, in coop. Servitaxi with ah agreement with the concept of good life which are in the Ecuadorian Constitution.
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Palabras clave
Comunicación interna, Taxi, Comunicación externa, Manual, Servicio
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APA