Communicative Skills and the Training of the Collaborative Operator

The management of communication in organizations depends on well-defined policies on the flow of information. However, communicational tools and procedures may not achieve the desired goals if there is no operator collaboration. The objective of this paper is to analyze the communicative behavior of operators of a Water Treatment Plant. Problems in the flow of information can result in abnormalities in operation and compromise product quality. The method that characterizes this research is the case study, and for the documentary analysis the communication records between the shifts of the operators were made available. Data were analyzed in a descriptive-interpretive manner with a predominantly qualitative approach. The results suggest that the organization has operators with different communicative behaviors, and reveals a great discrepancy in the quantity and quality of the information regarding the operational routine. They highlight the need for training in communicative skills and improvement of the event reporting tool.