Resumo: A competência em interculturalidade na formação de professores desempenha um papel fundamental no processo de integração dos estudantes migrantes. Estudos sobre o tema indicam que há necessidade de formar professores em interculturalidade na formação inicial e de forma permanente, isso lhes permitirá assumir salas de aula diversas com igualdade e qualidade. Além disso, permitirá desenvolver um plano de ensino mais eficaz e que valorize o conhecimento dos estudantes. O manuscrito oferece noções sobre dois conceitos: interculturalidade e sensibilidade intercultural. Posteriormente, explica o conceito de migração e os desafios para a educação. Com base no exposto, propõe-se a necessidade de formação de professores em interculturalidade como fundamento do desenvolvimento da sensibilidade intercultural. Concluemse três aspectos: em primeiro lugar, a formação em interculturalidade deve começar no ensino superior e envolve um processo de aprendizagem contínuo. Em segundo lugar, a formação em interculturalidade permite que os professores adquiram os conhecimentos e competências necessários para projetar as suas estratégias na sala de aula de acordo com as necessidades, conhecimentos e contexto dos estudantes. Em terceiro lugar, a interculturalidade promove a oportunidade de enriquecer o conhecimento e, portanto, proporciona a oportunidade para que professores e estudantes aprendam com outras culturas, compreendendo que a sociedade é diversa e multicultural.

Resumen:La competencia en la interculturalidad en la formación docente desempeña un papel fundamental en el proceso de integración de estudiantes migrantes. Estudios sobre el tema indican que existe la necesidad de formar al profesorado en interculturalidad en la formación inicial y de forma permanente, esto les permitirá asumir aulas diversas desde la igualdad y con calidad. Además, les permitirá desarrollar una planeación didáctica más eficaz que valore los saberes de estudiantes. El ensayo ofrece nociones sobre dos conceptos: interculturalidad y sensibilidad intercultural. Posteriormente, explica el concepto de la migración y los retos para la educación. Con base en lo anterior, se propone la necesidad de la formación del profesorado en interculturalidad como fundamento hacia el desarrollo de la sensibilidad intercultural. Además, se concluyen tres aspectos: en primer lugar, la formación en interculturalidad debe iniciar en la educación superior e implica un proceso de aprendizaje continuo. En segundo lugar, la formación en interculturalidad permite al profesorado adquirir conocimientos y competencias necesarias para proyectar sus estrategias de aula bajo las necesidades, los saberes y el contexto de sus estudiantes. En tercer lugar, la interculturalidad promueve la oportunidad para enriquecer los conocimientos y, por ende, brinda la oportunidad a profesores y estudiantes de aprender de otras culturas, entendiendo que la sociedad es diversa y multicultural.

Abstract: Interculturality in teacher education plays a fundamental role in the integration process of migrant students. Studies on the subject show that it is necessary to train teachers in interculturality from their initial training and on an ongoing basis. This will allow them to work with diverse classrooms in an equitable and quality manner, and also to develop more effective didactic planning that values students’ knowledge. The manuscript introduces two concepts: interculturality and intercultural sensitivity. It then explains the concept of migration and its educational challenges. Based on all this, it presents the need to prepare teachers in interculturality in order to develop intercultural sensitivity. The conclusions are threefold: first, intercultural awareness should begin in higher education and implies a continuous learning process. Second, intercultural education provides teachers with the knowledge and skills needed to design their teaching strategies according to the needs, knowledge and context of the students. Third, interculturality enables teachers and students to learn from other cultures and to understand that society is diverse and multicultural. Finally, it is concluded that transdisciplinarity and ecoformation are perspectives for humanity; they require a change in the traditional ways of understanding reality and, therefore, of practicing education.

Resumen Este estudio aborda como objetivo analizar el impacto de las Tecnologías de la Información y Comunicación (TIC) en la educación universitaria, y cómo estos favorecen la implementación de métodos de enseñanza más flexibles, personalizados e interactivos, adecuados para estudiantes contemporáneos. Mediante revisión bibliográfica, se examinaron estudios que abordan la reconfiguración del entorno educativo, enfatizando el papel evolutivo y crucial del docente en un contexto tecnológicamente avanzado. Se debate cómo los educadores se han ido adaptando para cumplir con las expectativas y necesidades de un cuerpo estudiantil tecnológicamente competente, además, se destaca el desafío continuo que enfrentan las instituciones educativas para mantenerse a la vanguardia con los avances tecnológicos, este desafío incluye no solo la actualización constante de sus recursos tecnológicos, sino también la revisión y actualización de sus enfoques pedagógicos para garantizar una oferta educativa que sea pertinente con las tendencias actuales. El trabajo concluye que la integración efectiva y reflexiva de las TIC en la educación superior es esencial para contrubuir a la calidad de la enseñanza y el aprendizaje, y preparar adecuadamente a los estudiantes para enfrentarse a un mundo cada vez más digitalizado y globalizado. Se sugiere que un enfoque proactivo en la adopción de las TIC puede ofrecer oportunidades para enriquecer la experiencia educativa y para equipar a los actores del proceso educativo con habilidades para prosperar en el futuro.

Resumen This study aims to analyze the impact of Information and Communication Technologies (ICT) in university education, and how these favor the implementation of more flexible, personalized and interactive teaching methods, suitable for contemporary students. Through a bibliographic review, studies that address the reconfiguration of the educational environment are examined, emphasizing the evolutionary and crucial role of the teacher in a technologically advanced context. It discusses how educators have been adapting to meet the expectations and needs of a technologically competent student body, in addition, it highlights the continuous challenge that educational institutions face to stay at the forefront with technological advances, this challenge includes not only the constant updating of its technological resources, but also the review and updating of its pedagogical approaches to guarantee an educational offer that is relevant to current trends. The work concludes that the effective and thoughtful integration of ICT in higher education is essential to build the quality of teaching and learning, and adequately prepare students to face an increasingly digitalized and globalized world. It is suggested that a proactive approach to the adoption of ICT can offer opportunities to enrich the educational experience and to equip actors in the educational process with skills to thrive in the future.

Resumen 16. 17. Esta investigación surge en respuesta a las dificultades de aprendizaje y a la desconexión social que fueron experimentadas por los estudiantes del subnivel elemental durante la pandemia. Se propone la composición de sonidos, como una estrategia para mejorar las habilidades comunicativas, ya que fortalece la comunicación de manera efectiva. Para llevar a cabo esta investigación se empleó un enfoque descriptivo para analizar la eficacia de la estrategia. Seguidamente, se aplicó la técnica de observación y de instrumento una lista de cotejo con indicadores de seguridad y participación, interacción, expresión y seguridad y sociabilidad. Los resultados obtenidos revelaron que el 75% de los estudiantes mejoraron significativamente en estos indicadores. A partir de los datos recopilados se pudo concluir que más del 50% de los estudiantes, al emplear esta estrategia, desarrollaron un entorno más cómodo para expresar sus ideas y favorecer a las relaciones interpersonales. Además, se demostró que la composición de sonidos se convirtió en una valiosa herramienta. La integración perspicaz de los sonidos en el currículo educativo permitirá a los educadores potenciar la participación, comprensión, etc., ayudándoles a enfrentar los desafíos académicos y sociales surgidos durante la crisis sanitaria.

Abstract 22. This research arose in response to the learning difficulties and social disconnection experienced by elementary school students during the pandemic. Sound composition is proposed as a strategy to improve communicative skills, since it strengthens communication in an effective way. To carry out this research, a descriptive approach was used to analyze the effectiveness of the strategy. Then, the observation technique was applied and a checklist with indicators of security and participation, interaction, expression and security and sociability was used as an instrument. The results obtained revealed that 75% of the students improved significantly in these indicators. From the data collected, it was possible to conclude that more than 50% of the students, by using this strategy, developed a more comfortable environment to express their ideas and favor interpersonal relationships. In addition, it was demonstrated that sound composition became a valuable tool. The insightful integration of sounds into the educational curriculum will enable educators to enhance participation, understanding, etc., helping them to meet the academic and social challenges that have arisen during the health crisis.

Resumo Introdução: O enfermeiro especialista na pessoa idosa é fundamental no acompanhamento sistemático da saúde desta população. O desenvolvimento de uma Consulta de Enfermagem (CE) estruturada à Pessoa Idosa (PI) que permita uma avaliação multidimensional para identificação das principais Síndromes Geriátricas (SG) é essencial, pelo que a Unidade de Saúde Familiar X (USFX) desenvolveu um projeto com o objetivo de implementar um guião de CE de avaliação multidimensional da PI de forma resumida, tendo por base o preconizado pela OMS para prevenir as SG e promover um envelhecimento ativo e saudável. Métodos: Investigação-ação-formação em cinco fases: diagnóstico da situação, planeamento, implementação, avaliação e divulgação de resultados. Para além de ações de partilha da informação e discussão, com base na literatura, foi construído um guião de consulta para estruturar as intervenções de enfermagem, a partir de entrevistas semiestruturadas realizadas aos 5 enfermeiros da USFX. Na implementação da CE os participantes foram 48 PI, inscritos para consulta especializada e presencial na USFX, após consentimento informado. Este projeto obteve o parecer positivo da Comissão de Ética nº157/CES/INV/2019.Resultados: O guião da CE especializada à PI foi desenvolvido com base no modelo de parceria para promoção do Cuidado-de-Si e o preconizado pela OMS. Através do mesmo foi possível identificar que 8% das PI tinham défice de memória; 25% risco de queda; 10% apresentaram diminuição da capacidade funcional; 23% depressão; 19% síndrome da fragilidade; 6% incontinência urinária; 4% anorexia e 27% das PI avaliadas apresentavam mais que uma SG associada. Conclusão: A metodologia de investigação-ação-formação contribuiu para promover a reflexão acerca da importância da realização da CE sistematizada e para a construção de um guião que direciona a intervenção do enfermeiro, suportada num Modelo, o que se torna numa estratégia eficaz na identificação e avaliação precoce das principais SG em tempo reduzido e incentiva a promoção do Cuidado-de-Si.

Abstract Introduction: A specialist nurse in the elderly is fundamental in the systematic monitoring of the health of the elderly population (EP). The development of a structured Nursing Consultation (NC) for the elderly that allows a multidimensional assessment to identify the main Geriatric Syndromes (GS) is essential, therefore the Health Care Center X (USFX) integrated in the Nursing Centers project “Age-Friendly Education and Health Institutions”, in partnership with ESEL, developed a project with the objective of implementing a NC guide for the multidimensional evaluation of EP in a summarized way, based on what is recommended by the WHO to identify the real problems/needs of the EP, to prevent GS and to promote active and healthy aging. Methods: Research-action-training in five phases: diagnosis of the situation, planning, implementation, evaluation, and disclosure of results. Data collection instruments: consultation guide to structure nursing interventions. To create it, interviews were carried out with the nurses and content analysis made, in addition to information sharing actions and discussion based on the literature. In the implementation of the NC, the participants were aged 65 or over, enrolled for consultation at the USFX, without cognitive impairment or communication deficit, after informed consent. 48 face-to-face NC specialist were carried out. This project obtained the positive opinion of the Ethics Commission nº 157/CES/INV/2019. Results: The guide used at the NC specialized in elderly was developed based on a theoretical model of nursing to promote of Care-of-the-Self (Gomes, 2021) and recommended by the WHO (2008). Through the use of the script in the NC it was possible to identify that 8% of the older people had memory deficit; 25% risk of falling; 10% had a decrease in functional capacity; 23% depression; 19% frailty syndrome; 6% urinary incontinence; 4% anorexia and 27% of older people evaluated had more than one associated GS. Conclusion: The research-action-training methodology contributed to promote reflection on the importance of carrying out the systematized NC and for the construction of a script that directs the nurse's intervention, supported by a Model, which becomes an effective strategy in the early identification and assessment of the main GS in a short time and encourages the promotion of Care-of-the-Self.

RESUMEN La propuesta de extender hasta dos o tres años la observación de las consecuencias negativas de la infección por el virus SARS-CoV-2 se considera razonable, al alargar el tiempo de seguimiento de un padecimiento anteriormente desconocido. El propósito de esta comunicación es aportar nuevas consideraciones sobre una realidad: existen personas que no se han recuperado totalmente, en un tiempo prudencial, después de haber padecido de COVID-19. Se enfatiza que todavía estamos lejos de conocer todos los efectos biológicos que tendrá en el tiempo, la “inmunoestimulación masiva” de la pandemia en algunas personas. Se plantean algunas recomendaciones prácticas como a) Incluir el dato de haber padecido de COVID-19 en los antecedentes patológicos personales de los pacientes; b) Insistir en el seguimiento periódico de los enfermos, sobre todo los que manifiesten quejas de una convalecencia prolongada. Otras consecuencias, además de las netamente biológicas, son también importantes, entre ellas: mentales, sociales, laborales, económicas, consumo de servicios de salud y de servicios sociales. En relación a la pos-COVID siempre el reto estará vinculado a la aplicación de estrategias eficaces para la prevención y el control de la COVID-19. Pero si se presentan enfermos, el desafío consistirá en evitar las posibles causas de la pos-COVID, así como prevenir o atenuar la aparición de sus diferentes formas clínicas con conductas coherentes, en dependencia de las características de cada caso, así como atenuar, por todos, las consecuencias que se han provocado en las personas afectadas y para la sociedad.

ABSTRACT The proposal to extend the negative consequences of infection with the SARS-CoV-2 virus observation to two or three years is considered reasonable, by lengthening the follow-up time of a previously unknown condition. This communication’ purpose is to provide new considerations about a fact: there are people who have not fully recovered, in a reasonable time, after having suffered from COVID-19. It is emphasized that we are still far from knowing all the biological effects that the “massive immunostimulation” of the pandemic will have over time on some people. Some practical recommendations are proposed, such as a) Include the information of having suffered from COVID-19 in the patients' personal pathological history; b) Insist on periodic monitoring of patients, especially those who express complaints of prolonged convalescence. Other consequences, in addition to the purely biological ones, are also important, including: mental, social, labor, economic, consumption of health services and social services. In relation to post-COVID, the challenge will always be linked to the application of effective strategies for the COVID-19 prevention and control. But if illness people appear, the challenge will be to avoid the possible causes of post-COVID, as well as prevent or mitigate the appearance of its different clinical forms with coherent behaviors, depending on the characteristics of each case, as well as mitigate, by all, the consequences that have been caused to the affected people and to society.

RESUMEN La prestación de un servicio de calidad en hoteles de tres estrellas no solo incide en la reputación y credibilidad del establecimiento, sino que también asegura ingresos económicos sostenidos. Este estudio, centrado en el contexto ecuatoriano, se propone analizar, implementar y evaluar herramientas eficaces para medir y mejorar la experiencia del cliente. Los resultados subrayan la necesidad de un manual específico y estrategias continuas de capacitación para el personal, al enfocarse en áreas de mejora como la comunicación y la eficiencia en la atención. La demografía de clientes, principalmente entre 18 y 45 años con educación superior, ofrece oportunidades para adaptar estrategias y generar ingresos sostenibles. La implementación de medidas personalizadas no solo eleva la satisfacción del cliente, sino que también fortalece la competitividad del sector hotelero de tres estrellas en Ecuador.

ABSTRACT The provision of quality service in three-star hotels not only affects the reputation and credibility of the establishment, but also ensures sustained economic income. This study, focused on the Ecuadorian context, aims to analyze, implement, and evaluate effective tools to measure and improve customer experience. The results highlight the need for a specific manual and continuous training strategies for staff, focusing on areas of improvement such as communication and efficiency in care. The customer demographic, primarily between 18 and 45 years old with higher education, offers opportunities to adapt strategies and generate sustainable income. The implementation of personalized measures not only increases customer satisfaction, but also strengthens the competitiveness of the three-star hotel sector in Ecuador.

BACKGROUND: Health research is typically disseminated through peer-reviewed journals and academic forums. However, evidence suggests limited exploration of alternative communication methods for effective knowledge dissemination. OBJECTIVES: This study aimed to determine the extent to which policymakers in Malawi consult health researchers while translating their knowledge. This study aimed to determine the post-research endeavours of Malawian health researchers to incorporate research findings into policy and decision making. METHOD: Conducted at Kamuzu University of Health Sciences (KUHeS), this cross-sectional study employed a 5-point Likert scale survey to collect data from researchers, offering a snapshot view without indicating temporal changes or causality. RESULTS: Researchers rarely created suggestions, take-home messages, or actionable instructions for use by health officials. They seldom give users access to a searchable database of papers, studies, and syntheses that summarise recommendations for policymakers in the field of health. They seldom send reprints of papers from scientific publications to decision-makers. Few researchers have created summaries of articles or systematic reviews for health officials' use. CONCLUSION: Traditional channels, such as journals and conferences, dominate the dissemination of health research. However, limited evidence suggests the need for broader communication strategies. The current landscape lacks effective products and methods, urging researchers to produce accessible formats with clear, key messages to address policy questions. CONTRIBUTION: Researchers should develop research products in compelling formats by using clear key messages. The summarised evidence should answer important policy questions. Researchers should involve the media to communicate their research outputs.

The study was carried out in Mbombela District, Mpumalanga, South Africa. The study aimed to assess selected farmers' acceptance of information and communication technology (ICTs). The study used a quantitative approach. Probability sampling was used as a quantitative approach. Random sampling was used, and 285 samples were sampled from a sampling frame of 380 farmers in the study area. Structured and semi-structured questionnaires were used to elicit necessary information from respondents, while focus group discussions were employed to validate in-depth responses. The binary logistics regression was used to determine significant variables that influence the acceptance of ICT. The results showed that the most accessible ICT tools to farmers were radio, mobile phones, and television. However, contemporary ICT tools such as the internet and flash drives were rarely accessible to the respondents. The study also found that demographic variables such as age (P<0.000), level of education (P< 0.020), household size (P< 0.053), ICT support (P< 0.014) and extension services (P<0.019) were the explanatory variables that affect the acceptance of ICT. Logistics regression results reveal that some variables were significant and positively related to the acceptance of ICT. The paper concludes that the effective application of ICT provides farmers with greater access to information and knowledge, which helps improve their production process.

The literature on the construction of places of worship has predominantly shown difficulties, rejection and disharmony among religious communities. This study aims to describe and analyzed the success story of the construction of the Santa Monica church in Tangerang. This is a qualitative study conducted over a month-long period using primary and secondary data. Primary data were obtained through observation and interviews, while secondary data were obtained through formal and informal policy reviews available online. The informants involved in this study amounted to eight people consisting of church leaders and administrators, local leaders, religious leaders, religious organizations and the Ministry of Religious Affairs. Data were analyzed using content analysis methods. The results of the study show that the ability of church leaders and administrators to build good social and cultural relations with the community was a key element in their success in obtaining permission to build the church. This was achieved through effective communication, dialogue and cooperation between the Catholic community, leaders and the predominantly Islamic local community. Active involvement in daily activities had a positive impact, fostering mutual trust and peaceful coexistence, ultimately resulting in the local community's support and approval for the establishment of the place of worship. Thus, the church construction committee was able to meet all administrative requirements as stipulated by government regulations. This study recommends the importance of good social and cultural relations as the fundamental basis and determinant of success for religious communities seeking to construct places of worship. CONTRIBUTION: This article contributes to the goal of HTS Theological Studies in promoting the transdisciplinary aspect of religious studies in the international theological arena, particularly in the study of religious harmony among communities in Indonesia

PURPOSE: Since the COVID-19 pandemic, hybrid work has increased dramatically, with organisations still experimenting with different hybrid work models. This study aimed to explore the leadership competencies and practices needed to facilitate the successful transition to the new hybrid work context, using adaptive leadership theory as the overarching research framework. DESIGN/METHODOLOGY/APPROACH: A cross-sectional, qualitative design was adopted. Data were gathered by conducting semi-structured interviews with a sample of 20 executives and senior managers drawn from 5 leading South African banks. FINDINGS/RESULTS: The adaptation processes and leadership competencies adopted by participants were mostly aligned to adaptive leadership theory. However, participants needed to strengthen their skills in communication, listening and empathy, as well as enhance leadership characteristics such as authenticity, humility, trust and transparency. PRACTICAL IMPLICATIONS: The study could inform the redesign of job specifications for leaders and managers in charge of hybrid work teams, particularly if they are in the early stages of the transition. More strategically, the study could facilitate the creation of adaptive workspaces and lay the foundation for more effective leadership in hybrid working environments. ORIGINALITY/VALUE: Whereas previous studies have explored flexible and or hybrid working arrangements from employees' perspectives, little research has been conducted on managers and leaders perspectives in this regard, which was the focus of this study. An important finding was that while participants were comfortable making the technical transition to hybrid work (using more technology), they saw the social demands of a hybrid work environment as more challenging.

BACKGROUND: Final-year nursing students are actively involved in the delivery of public immunisation programmes as part of workplace-based learning, and require adequate knowledge, clinical skills, and attitudes regarding vaccines. This study investigated the knowledge, attitudes and perceptions regarding vaccines of final year nursing students at a South African University METHODS: This cross-sectional study, through the use of an online survey questionnaire, assessed the knowledge, attitudes and perceptions regarding vaccines and the Expanded Programme of Immunization of final-year nursing students registered at a South African University during the 2021-2022 academic year RESULTS: There were 68 participants enrolled in the study (85% response rate). Participants displayed good knowledge regarding vaccines (average score of 52.54/70 ± 5.01 standard deviation [s.d.]), and overall positive perceptions of their training on vaccines and its safety. Knowledge gaps were identified in the mechanisms through which vaccines confer immunity in the human body and the cold chain requirements for the storage of vaccines. Of concern was the prevalent misconception among 78% of participants that vaccines are not effective CONCLUSION: The findings of this study indicate that final year nursing students at the University of KwaZulu-Natal, South Africa have good knowledge regarding vaccines. However, an improved understanding of the mechanism of vaccines will aid nursing students to confront and address misperceptions by clients thereby reducing improving vaccine uptake. Curriculum planners should also consider the inclusion of communication strategies to address vaccine hesitancy CONTRIBUTION: The study contributes to data on nurse education regarding vaccines in the African context, and identifies areas to improve vaccine uptake

BACKGROUND: The COVID-19 Pandemic had profound effects on healthcare systems around the world. In South Africa, field hospitals, such as the Mitchell's Plain Field Hospital, managed many COVID patients and deaths, largely without family presence. Communicating with families, preparing them for death and breaking bad news was a challenge for all staff AIM: This study explores the experiences of healthcare professionals working in a COVID-19 field hospital, specifically around having to break the news of death remotely SETTING: A150-bed Mitchells Plain Field Hospital (MPFH) in Cape Town METHODS: A qualitative exploratory design was utilised using a semi-structured interview guide RESULTS: Four themes were identified: teamwork, breaking the news of death, communication and lessons learnt. The thread linking the themes was the importance of teamwork, the unpredictability of disease progression in breaking bad news and barriers to effective communication. Key lessons learnt included effective management and leadership. Many families had no access to digital technology and linguo-cultural barriers existed CONCLUSION: We found that in the Mitchell's Plain Field Hospital, communication challenges were exacerbated by the unpredictability of the illness and the impact of restrictions on families visiting in preparing them for bad news. We identified a need for training using different modalities, the importance of a multidisciplinary team approach and for palliative care guidelines to inform practice CONTRIBUTION: Breaking the news of death to the family is never easy for healthcare workers. This article unpacks some of the experiences in dealing with an extraordinary number of deaths by a newly formed team in the COVID era

BACKGROUND: Conceptual frameworks are not only necessary for maintaining and preserving nursing knowledge through their unique contribution, but they also assist in the organisation and provision of complex nursing interventions. The lack of formal integration of spiritual care in health professions' education is blamed on the unavailability of guiding models among other challenges such as unavailability of relevant theories. OBJECTIVES: The objective of this article was to describe the process followed to develop a conceptual framework as the basis for a practice theory for teaching-learning of spiritual care in nursing. METHOD: An overall theory generative methodology was used. To develop the conceptual framework, conclusion statements deduced from empirical data using deductive and inductive strategies were applied. RESULTS: The main concepts were identified, described, and classified. The relationship between concepts promoted synergy of the developed conceptual framework for teaching spiritual care in nursing. CONCLUSION: The developed conceptual framework was founded on the notion that knowledge from different sources can provide a solid base in theory generation. Therefore, the concepts of the developed conceptual framework were not only related to what is 'ideal'; instead, their significance was underpinned by the created universal meanings for effective purposeful communication. Therefore, sources used to obtain data were critical in the development of the conceptual framework because they constituted different ways of perceiving and understanding the world. CONTRIBUTION: The conceptual framework does not only guide nursing interventions but framework also provides a philosophical guide in meeting patient-centred diverse needs.

Resumen: El objetivo de este artículo es examinar las características propias de la gestión de conflictos en el ámbito laboral, dentro del marco del diálogo social. Mediante un relevamiento de la literatura especializada, se analizan las competencias necesarias para que el mediador laboral pueda desarrollar una gestión de conflictos de calidad. También se desarrollan las distintas técnicas que requiere la persona mediadora para ejercer su rol. Se concluye que, más allá de la utilidad concreta de cada técnica, lo más importante es que el momento de su aplicación sea oportuno. También se entiende que es fundamental la profesionalización de las personas mediadoras, quienes deben contar con habilidades como la empatía, la escucha activa, el autocontrol, la compasión, el pensamiento creativo, el lenguaje asertivo y el razonamiento crítico, así como la resiliencia y el autocuidado

Resumo: O objetivo deste artigo é examinar as características próprias da gestão de conflitos na esfera trabalhista, dentro do contexto do diálogo social. Por meio de um levantamento da literatura especializada, são analisadas as competências necessárias para que o mediador trabalhista possa desenvolver uma gestão de conflitos de qualidade. Também são desenvolvidas as diferentes técnicas necessárias para que o mediador desempenhe sua função. Conclui-se que, para além da utilidade específica de cada técnica, o mais importante é que o momento da sua aplicação seja adequado. Entende-se também que é fundamental a profissionalização dos mediadores, que devem ter habilidades como empatia, escuta ativa, autocontrole, compaixão, pensamento criativo, linguagem assertiva e raciocínio crítico, assim como resiliência e autocuidado

Abstract: The aim of this article is to examine the unique characteristics of conflict management in the workplace, within the framework of social dialogue. Through a review of specialized literature, the necessary competencies for workplace mediators to facilitate quality conflict management are analyzed. Additionally, various techniques required for effective mediation are explored. It is concluded that, beyond the specific utility of each technique, the timing of their application is paramount. Moreover, the professionalization of mediators is deemed essential, as they should possess skills such as empathy, active listening, self-control, compassion, creative thinking, assertive language, and critical reasoning, alongside resilience and self-care

RESUMEN En esta investigación se analiza la mejora del servicio de la salud mediante aplicaciones para el paciente, a través del espacio digital personal Mi Salud, que permite a la ciudadanía disponer de su información de salud y de otros servicios en línea para mejorar la relación médico-paciente. Se realizó un estudio de caso en el hospital Sant Llorenç de Viladecans, focalizado en la aplicación Mi Salud, cuya función es, precisamente, mejorar las estrategias de promoción para abordar aspectos como las expectativas, necesidades o características de los clientes. Los resultados mostraron que Mi Salud mejora el índice de satisfacción de los pacientes; que los usuarios de más edad tienden a utilizar más la aplicación, pese a cierto desconocimiento sobre la app, y que el uso de los datos privados es una cuestión secundaria para estos. De manera global se concluye que este tipo de herramientas son eficaces para la consecución de tales objetivos, por lo que resulta recomendable ahondar en su uso para la agilización y mejora de los servicios.

ABSTRACT This research analyzes the improvement of the health service through applications for the patient through the personal digital space My Health, which allows citizens to have their health information and other services online to improve the patient -doctor relationship. A case study was carried out at Sant Llorenç de Viladecans hospital, focused on My Health application, whose function is, precisely, to improve promotion strategies to address aspects such as the expectations, needs or client characteristics. The results showed that Mi Salud App improves the patient satisfaction rate; older users tend to use the application more, despite a certain lack of knowledge about the app, and the use of private data is a secondary issue for them. Generally, it is concluded that this type of tools is effective in achieving such objectives, so it is advisable to delve into their use to streamline and to improve services.