Avaliação e análise funcional dos comportamentos de gerentes em empresas prestadoras de serviços bancários

Abstract

The aim of this study was to evaluate the problem in behaviors of three people that worked in a bank agency, based on the behavioral analysis principle applied to the organizational behavior management. In order to meet this aim, was analysed the control over the prior and subsequents events on the female participants behaviors (two married and one unmarried, both graduated) with a large experience on a banking company where they performed the function of manager for more than a year. The problem in behaviors have been set in three categories: problem report (PR), adapted report (AR) and sensorial response (SR). The analysis of the PR, AR and SR of the participants used the process method of functional evaluation, by an indirect functional evaluation which includes interviews and direct functional evaluation recording their dairy procedures. Self-recording was also used to access some reports during their routines. Finally, completing the functional evaluation process, functional (experimental) analysis was used. Functional analysis involved prior and subsequents events manipulation in four main conditions: attention, demand, alone and control, which the latter was subdivided into three subconditions: attention-risk, attention-connivance and attention-alertness. The results indicate that in subconditions of attention and demand, PR was higher, particulary during attentionconnivance as much as during the application and replication of this condition. Already the AR remain constant during most of the manipulated conditions, it reached a higher frequency during the replication of attention-risk, except when alone condition was used. Concerning to SR, it has been frequent in all conditions of the functional analysis, including the alone condition. The results have been discussed in terms of the findings implications of the present study that, in a way, could contribute to identify critical behavioral interactions in organizational environment.