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SUNAFIL, juicios orales laborales y otros mecanismos de presión laboral Desarrollo de los RR.HH. en el Perú Retener el talento o prolongar su permanencia Línea de carrera: La clave para retener colaboradores y asegurar el flujo de talento Head Hunter: Profesionales del Siglo XXI El valor de la madurez El networking agrega valor a su perfil profesional Compensación en tiempos de guerra ¿Cómo un ejecutivo puede mantener el equilibrio entre el ser y el hacer? La Línea de Carrera La Tercerización e Intermediación como Estrategia de Negocio Estudio hecho en empresas en el Perú muestra que el 67% de las empresas desean tener índices de rotación menores de 5% y el 91% menores de 10% Importancia de la adecuada gestión de la Cultura Organizacional Recursos para la Capacitación: Andragogía aplicada ¿Piensas implantar un MODELO DE CAMBIO? Debes leer esto… Simples palabras para potenciar el desarrollo profesional ¿Cuán larga será la vida de tu organización? El manejo respetuoso de las desvinculaciones Un Servicio Boutique en Outplacement Cliente interno feliz… Cliente externo feliz La organización y los factores de éxito en el Siglo XXI Gestión de la diversidad y equidad La cultura organizacional como clave de apalancamiento de negocios El Centro de Capacitación Empresarial de la Cámara de Comercio de Lima CCL El aprendizaje y la curva del olvido El valor de tu organización Uso de firmas digitalizadas en boletas de pago de remuneraciones Discapacidad y trabajo, como aplicar las cuotas de empleo de las personas con discapacidad ¿Cómo asegurar el éxito de mi Programa de Bienestar Laboral? El servicio de seguridad y salud en el trabajo: Organización y principales aspectos ¿Cómo funciona la seguridad en tu organización? El desarrollo de la Ergonomía ¿Me siento motivado y feliz? ¿Cómo influye la motivación en el rendimiento? Colombia como destino de viajes de incentivos Siete enfoques para fortalecer la comunicación interna en nuestras empresas Impacto y trascendencia de la comunicación interna en una organización Brand Team: Más cercanos a ti, más capaces contigo Comunicación interna en tiempos de cambio La agencia de eventos, su aliada en la fidelización de sus colaboradores Fideliza, Integra, Trasciende... Marca la Diferencia! Las 5 claves de la motivación en los eventos de incentivos

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36

INFORME

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Oscar La Torre

Rafael Hernández

:VJPV 7YPJL^H[LYOV\ZL*VVWLYZ

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Prioridades (\UX\L LU WYPUJPWPV [VKV JVSHIVYHKVY KLILYxH JVU[HY JVU \U WSHU KL JHYYLYH tZ[H KLILYxH KLÄUPYZL PUPJPHSTLU[L WHYH SVZ W\LZ[VZ JSH]L KL SH VYNHUPaHJP}U 6I]PHTLU[L H TH`VYLZ JHSPÄJHJPVULZ ` L_WLYPLUJPH TLQVYLZ WVZPIPSPKHKLZ KL KLZHYYVSSV

37

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Silvio Brigneti

Roberto Varela

=PJLWYLZPKLU[L KL 9LJ\YZVZ /\THUVZ ` :LN\YPKHK *VTWH|xH 4PULYH (U[HTPUH

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El valor de la madurez :P \Z[LK LZ[m ZVIYL SVZ H|VZ UV [PLUL X\L WLUZHY X\L LZ[m WHZHUKV WVY LS ร UHS KL Z\ JHYYLYH ,U LMLJ[V OH` T\JOV [YHIHQV WYVK\J[P]V ` KL HS[V ]HSVY WHYH SVZ H|VZ X\L YLZ[HU WVY ]LUPY ,Z[L WLX\L|V HY[xJ\SV LZ[m VYPLU[HKV H X\PLULZ OHU WHZHKV `H SHZ JPUJV KtJHKHZ ` H SVZ KLJPZVYLZ KL JVU[YH[HJP}U X\L W\LKL [LULY HS MYLU[L LU \U WYVJLZV KL JVSVJHJP}U SHIVYHS /LTVZ ZPKV [LZ[PNVZ JVU MYLJ\LUJPH KL SVZ VIZ[mJ\SVZ X\L HMYVU[HU SVZ WYVMLZPVUHSLZ ` [YHIHQHKVYLZ KL LZL YHUNV L[HYPV (ZWLJ[VZ JVTV \U HS[V ZHSHYPV \UH JVY[H ]PKH SHIVYHS M\[\YH \U WLYร S ZVIYL JHSPร JHKV SH WVZPIPSPKHK X\L Z\ QLML ZLH T\JOV TmZ QV]LU X\L \Z[LK HZx JVTV \U KLZHQ\Z[L JVU SHZ U\L]HZ [LUKLUJPHZ ZVU HSN\UVZ S\NHYLZ JVT\ULZ JVU SVZ X\L LUMYLU[HYm :PU LTIHYNV SVZ LTWSLHKVYLZ UV WVKYmU WHZHY WVY HS[V V[YVZ KL[HSSLZ X\L JVUZ[P[\`LU LSLTLU[VZ ]HSPVZVZ H ZLY JVUZPKLYHKVZ JVTV WHY[L KLS ]HSVY X\L SHZ WLYZVUHZ KL Z\ WLYร S WVZLLU JVTV SV ZVU SH WYVM\UKPKHK ` HTWSP[\K KL SH L_WLYPLUJPH WYVMLZPVUHS Z\ OHIPSPKHK WHYH LS THULQV KL WLYZVUHZ \UH YLW\[HJP}U LU LS TLYJHKV ` LS JVTWYVTPZV J\S[\YHS JVU SHZ TL[HZ KL SH JVTWH|xH LU[YL V[YVZ X\L YLWYLZLU[HU W\U[VZ M\LY[LZ X\L UV ZPLTWYL ZVU HSJHUaHKVZ WVY WYVMLZPVUHSLZ TmZ Q}]LULZ J\`H J\S[\YH SHIVYHS Z\LSL ZLY TmZ PKLU[Pร JHKH JVU Z\Z WYVWPVZ ]HSVYLZ WLYZVUHSLZ WVY LUJPTH KL SVZ KL SH VYNHUPaHJP}U X\L SVZ HJVNL *VTV WHY[L KL TP L_WLYPLUJPH JVTV JHaH [HSLU[VZ [\]L SH VJHZP}U KL LU[YL]PZ[HY H \U L_P[VZV WYVMLZPVUHS KL TmZ KL H|VZ J\`H L_WLYPLUJPH LU \U WYVJLZV KL ZLSLJJP}U [\]V \U ร UHS MY\Z[YHU[L! J\TWSxH JVU [VKVZ SVZ YLX\PZP[VZ L_PNPISLZ OHISHTVZ KL JVTWL[LUJPHZ JSH]LZ WHYH LS W\LZ[V SSLNHUKV OHZ[H SH L[HWH ร UHS KLS TPZTV WLYV SH KLJPZP}U KL SH H\[VYPKHK KL JVU[YH[HJP}U M\L! ยธI\ZJV \U QV]LU X\L LZ[t JVUTPNV SVZ WY}_PTVZ H|VZ ยน 8\LKL ZVYWYLUKPKV KL KPJOH YLZW\LZ[H HS ZLY JVUZJPLU[L X\L OV` LU KxH SVZ WYVMLZPVUHSLZ Q}]LULZ ยง:VU SVZ TmZ PULZ[HISLZ ` TLUVZ K\YHKLYVZ X\L SVZ KL V[YHZ NLULYHJPVULZ TmZ THK\YHZ

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El networking agrega valor a su perfil profesional ,U \U UL[^VYRLY KLZ[HJHU JVTWL[LUJPHZ ISHUKHZ JVTV PUPJPH[P]H WYVHJ[P]PKHK JVT\UPJHJP}U LMLJ[P]H LTWH[xH HKHW[HIPSPKHK Ã…L_PIPSPKHK PTWHJ[V L PUÃ…\LUJPH iZ[HZ HNYLNHU \U ]HSVY PTWYLZJPUKPISL HS WLYÄS KLS LQLJ\[P]V X\L ZL KLZLU]\LS]L LU LS LZJLUHYPV LTWYLZHYPHS KL OV` ,U SH WYmJ[PJH KL L_LJ\[P]L ZLHYJO L_PZ[L SH [LUKLUJPH KL X\L SVZ WLYÄSLZ WHYH WVZPJPVULZ LZ[YH[tNPJHZ LZWLJPHSTLU[L SHZ JVTLYJPHSLZ ` NLYLUJPHZ NLULYHSLZ YLX\PLYHU KL \UH HS[H JHWHJPKHK KL UL[^VYRPUN 0UJS\ZV ZP \U JHUKPKH[V `H J\LU[H JVU \UH YLK KL JVU[HJ[VZ PTWVY[HU[L [LUKYm JPLY[H ]LU[HQH MYLU[L H V[YVZ W\LZ[V X\L SL WLYTP[L NLULYHY U\L]VZ ULNVJPVZ WYV`LJ[VZ V HSPHUaHZ LZ[YH[tNPJHZ OHZ[H VI[LULY H`\KH LU ZP[\HJPVULZ KL JYPZPZ 7VY ‚S[PTV WLYV UV TLUVZ PTWVY[HU[L SL WLYTP[L MVY[HSLJLY Z\Z OHIPSPKHKLZ ZVJPHSLZ ` WHZHYSH IPLU TPLU[YHZ [YHIHQH ( WLZHY KL X\L ZVTVZ ZLYLZ ZVJPHSLZ WVY UH[\YHSLaH SHZ JVTWL[LUJPHZ ISHUKHZ X\L MHJPSP[HU H SH ZVJPHSPaHJP}U W\LKLU WYLZLU[HYZL KL THULYH TmZ UH[\YHS LU HSN\UVZ PUKP]PK\VZ X\L V[YVZ ,U LZ[L JHZV HS X\L SL J\LZ[H OHJLY UL[^VYRPUN ZPLU[L YLZPZ[LUJPH HS ¸VISPNHYZL¹ H HJ\KPY H L]LU[VZ LU[HISHY JVU]LYZHJPVULZ JVU KLZJVUVJPKVZ ` OHJLY ¸U\L]VZ HTPNVZ¹ KL TVKV X\L ZL LUJ\LU[YH LU \U LZ[HKV HKHW[HKV KL Z\ WLYZVUH UV LU Z\ LZ[HKV VYPNPUHS ` M\LYH KL Z\ aVUH KL JVUMVY[

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ARTICULO

Compensación en tiempos de guerra ¿Cómo atraer y mantener en nuestras compañías a los mejores talentos si constantemente son tentados de dejarnos? ,Z[H LZ \UH WYLN\U[H X\L WHZH WVY SH TLU[L KL T\JOVZ KPYLJ[VYLZ KL SHZ WYPUJPWHSLZ JVTWH|xHZ KLS 7LY‚ Una década de crecimiento continuo acarrea una gran demanda de talento LU [VKVZ SVZ ZLJ[VYLZ ` LU KP]LYZHZ mYLHZ KL SHZ LTWYLZHZ Hay algunos sectores donde la demanda supera considerablemente a la oferta, HS W\U[V KL X\L T\JOHZ JVTWH|xHZ VW[HU WVY I\ZJHY M\LYH KL Z\ ZLJ[VY 5LJLZP[HTVZ H SVZ TLQVYLZ LU Z\ JHTWV a los que son capaces de generar cambios de impacto significativo en el desarrollo de la empresa X\L JHSJLU JVU SH J\S[\YH KL U\LZ[YH VYNHUPaHJP}U ` X\L HKLTmZ KLZLLU [YHIHQHY JVU UVZV[YVZ ¿Qué busca la empresa y qué busca el talento? 7HYH SVNYHY \U TH`VY ILULÄJPV WHYH SH LTWYLZH OH` KVZ JHTPUVZ! que el valor de la contribución del profesional crezca o que el costo por compensación del profesional disminuya. ,Z[V ZL [YHK\JL H X\L LS LTWSLHKV [YHIHQL TmZ WVY LS TPZTV Z\LSKV V X\L [YHIHQL PN\HS WVY \U Z\LSKV TLUVY 4H[LTm[PJHTLU[L LZ[HZ ZVU SHZ VWJPVULZ ZPU LTIHYNV no son buenas prácticas y, por lo tanto, tampoco viables. ,S LTWSLHKV [HTIPtU [PLUL KVZ JHTPUVZ WHYH TLQVYHY SH LÄJPLUJPH KL Z\ ZHSHYPV! mejorarlo KLU[YV KL SH LTWYLZH HJ[\HS o en otro lugar. :HILTVZ X\L una vez cubiertas las necesidades económicas WLYZVUHSLZ el talento basará su elección laboraS UV WVY X\PLU SL VMYLaJH TmZ KPULYV ZPUV por quien le ofrezca condiciones X\L WYV]LHU TH`VY WYV`LJJP}U ` IPLULZ[HY PU[LNYHS *VTV LQLTWSV en una empresa de unas 200 personas, JVU \UH MHJ[\YHJP}U KL TmZ KL <: TPSSVULZ HS H|V la compensación de un director de primera línea oscila entre US$150,000 y US$200,000. (Ox LZ J\HUKV SH JHY[H KL SH JVTWLUZHJP}U KLQH KL [LULY ZLU[PKV [HU[V WHYH LS WYVMLZPVUHS KL LZ[L UP]LS JVTV WHYH SH LTWYLZH 7HYH H[YHLY ` YL[LULY [HSLU[V X\LKH JSHYV X\L es responsabilidad de la empresa el contribuir al bienestar integral KLS LTWSLHKV WHYH X\L YPUKH H Z\ TLQVY UP]LS ` KL THULYH ZVZ[LUPISL

Los buenos profesionales se cambian cuando: ,S [YHIHQV LZ YLWL[P[P]V HI\YYPKV ` JHYLU[L KL YL[V WYVMLZPVUHS 5V [PLULU I\LUH YLSHJP}U JVU Z\Z QLMLZ )\ZJHU TLQVYHY Z\ LZ[PSV KL ]PKH L]P[HY L_JLZP]HZ OVYHZ KL [YHIHQV ` WYLZP}U :PLU[LU X\L TPLU[YHZ TmZ [PLTWV WLYTHULJLU LU \UH JVTWH|xH Z\Z VWJPVULZ L_[LYUHZ KLJYLJLU HS W\U[V KL ]VS]LY Z\Z OHIPSPKHKLZ VIZVSL[HZ :PLU[LU X\L Z\ [YHIHQV LZ ZVSV \UH T\` WLX\L|H WHY[L KL \UH NYHU THX\PUHYPH! UV ]LU Z\ PTWHJ[V LU SH VYNHUPaHJP}U )\ZJHU TmZ KPULYV X\L KL OLJOV ZPN\L ZPLUKV \UH ]HYPHISL PTWVY[HU[L KLS TP_ Los buenos profesionales se quedan cuando: (KTPYHU SH I\LUH PTHNLU ` YLW\[HJP}U KL SH JVTWH|xH 3LZ ZH[PZMHJL LS [PWV KL [YHIHQV X\L OHJLU 7LYJPILU X\L Z\Z PKLHZ ZVU \ZHKHZ WHYH SH TLQVYH KLS ZLY]PJPV H SVZ JSPLU[LZ ` LU SH L]VS\JP}U KL SH JVTWH|xH :L ZPLU[LU H N\Z[V JVU LS HTIPLU[L KL [YHIHQV ` SHZ WLYZVUHZ JVU SHZ X\L [YHIHQHU :\Z L_WLJ[H[P]HZ WYVMLZPVUHSLZ ZVU ]HSVYHKHZ ` NLZ[PVUHKHZ JVUNY\LU[LTLU[L ,U SH N\LYYH KL [HSLU[V LS JHUKPKH[V UV ZL KLQH PTWHJ[HY ULJLZHYPHTLU[L WVY LS [HTH|V KL SH LTWYLZH :L interesa por la cultura y que esta resuene con sus valores, LS HTIPLU[L SHIVYHS ` Z\ WYV`LJJP}U WYVMLZPVUHS §3HZ YLNSHZ `H JHTIPHYVU ;HU PTWVY[HU[L JVTV PU]LY[PY LU VI[LULY I\LU [HSLU[V LZ PU]LY[PY LU THU[LULYSV El costo que representa tener equipos mediocres y/o una alta rotación es bastante alto ` ZL YLÃ…LQH [HU[V LU SH YLU[HIPSPKHK KL SH LTWYLZH JVTV LU Z\ YLW\[HJP}U KL LTWSLHIPSPKHK ,U U\LZ[YH L_WLYPLUJPH sólo una minoría de las empresas peruanas cuenta con un plan de retención, TPLU[YHZ X\L LU LS JHZV KL SHZ LTWYLZHZ L_[YHUQLYHZ SH TH`VYxH Zx SV [PLUL Sergio Borasino Víctor Vignale :VJPVZ KL () 05(* ,_LJ\[P]L :LHYJO ^^^ PUHJ HTLYPJHZ JVT

50

ARTICULO

¿Cómo un ejecutivo puede mantener el equilibrio entre el ser y el hacer? ,U U\LZ[YH ZVJPLKHK VJJPKLU[HS KLZKL SH tWVJH KL SVZ NYPLNVZ ZL UVZ LUZL|} X\L [VKV YLX\PLYL \UH L_WSPJHJP}U V \UH YHa}U ` WVY LZV U\LZ[YV KLZHYYVSSV ZL IHZ} LU OLJOVZ JVUJYL[VZ KLZJHY[HUKV SV X\L UV LZ [HUNPISL V JVTWYVIHISL /HU Z\YNPKV T\JOVZ ÄS}ZVMVZ ZHIPVZ ` N\Y‚Z X\L ZVIYL [VKV LU LS T\UKV KL SVZ ULNVJPVZ OHU WYLMLYPKV KHYSL SH PTWVY[HUJPH Tm_PTH H SH TLU[L `H X\L LSSH LZ SH X\L WYL]HSLJL LU SH [VTH KL KLJPZPVULZ LQLJ\[P]HZ :PU TLU[L UV WVKYxHTVZ HJ[\HY ` LZ PTWVY[HU[L JVUVJLY U\LZ[YH TLU[L WHYH ]LY J}TV M\UJPVUH .LUt[PJHTLU[L [LULTVZ `H \U ZLSSV KL UHJPTPLU[V WVYX\L U\LZ[YH TLU[L IPVS}NPJH `H ]PLUL WYLKPZW\LZ[H H M\UJPVUHY KL JPLY[H THULYH :PU LTIHYNV ` MLSPaTLU[L LSSV UVZ JVUZ[P[\`L WLYV UV UVZ KL[LYTPUH (S LTWLaHY \UH JHYYLYH SV [tJUPJV LZ T\` PTWVY[HU[L `H X\L ZPU LSSV UV W\LKLZ HNYLNHY ]HSVY H \U WYV`LJ[V KL[LYTPUHKV X\L YLX\PLYL KL LZL JVUVJPTPLU[V ( TLKPKH X\L SVZ WYVMLZPVUHSLZ UVZ ]HTVZ KLZHYYVSSHUKV ` YLX\LYPTVZ KLSLNHY L PUÃ…\PY ZVIYL V[YVZ SH WHY[L [tJUPJH ZPN\L ZPLUKV PTWVY[HU[L WLYV SV X\L JVIYH TmZ ]HSVY LZ J}TV [YHUZTP[PTVZ LS JVUVJPTPLU[V J}TV PUÃ…\PTVZ LU SVZ KLTmZ ` J}TV UVZV[YVZ TPZTVZ SSLNHTVZ H [LULY \U LX\PSPIYPV ,U LZL ZLU[PKV SH TLU[L LZ WHY[L M\UKHTLU[HS KL U\LZ[YV ZLY WLYV UV SV ‚UPJV X\L UVZ KL[LYTPUH /HJL WVJV LZ[\]V LU LS 7LY‚ SH 4HLZ[YH ;LUaPU 7HSTV \UH T\QLY VJJPKLU[HS X\L OH ZPKV UVTIYHKH WVY LS )\KPZTV ;PIL[HUV ¸1LZ[\TH¹ :}SV WVJHZ WLYZVUHZ VZ[LU[HU [HS OVUVY WVY Z\ [YH`LJ[VYPH ZHIPK\YxH ` O\TPSKHK ,SSH KLJxH X\L )\KH M\L \U L_JLSLU[L VYNHUPaHKVY ` X\L LS OLJOV KL OHILY SVNYHKV SH PS\TPUHJP}U UV X\LYxH KLJPY X\L UV M\LYH \U OVTIYL WYmJ[PJV ` LÄJPLU[L 7VKYLTVZ ]LY X\L NYHUKLZ SxKLYLZ ` TxZ[PJVZ KL KPMLYLU[LZ YLSPNPVULZ UV LYHU WLYZVUHZ X\L ZL KLKPJHIHU ZVSHTLU[L H SH JVU[LTWSHJP}U ZPUV [HTIPtU ZHIxHU [YHUZTP[PY \UH ]PZP}U KL M\[\YV \U Z\L|V LU JVUQ\U[V :P O\IPLYHU \ZHKV ZVSHTLU[L SH TLU[L Z\Z WYV`LJ[VZ

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Diana Rake /LHKO\U[LY ` *VHJO HJYLKP[HKH WVY SH 0U[LYUH[PVUHS *VHJO -LKLYH[PVU

56

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:LSLJJP}U KL ;HSLU[VZ ` 7VZPJPVULZ ,Z[YH[tNPJHZ 7YVNYHTHZ KL 9LJS\[HTPLU[V 7SHUPÄJHJP}U KL /LHKJV\U[ :LY]PJPVZ KL 0U]LZ[PNHJP}U :LSLJJP}U KL 7LYZVUHS WVY *VTWL[LUJPHZ :PZ[LTHZ KL 0UK\JJP}U ` 9LPUK\JJP}U

(SKV 4\|Va ) HSKVT\UVa'IKPSH[HT JVT ^^^ IKPSH[HT JVT

(SMYLKV 5\ZZLY -HIPVSH 4PYHUKH -PYTH 0U[LYUHJPVUHS J\`V JVTWYVTPZV LZ HZLZVYHY H U\LZ[YVZ JSPLU[LZ LU SH [VTH KL KLJPZPVULZ JVU ZVS\JPVULZ PUUV]HKVYHZ WHYH H[YHLY LS WV[LUJPHS O\THUV

HU\ZZLY'IKV JVT WL MTPYHUKH'IKV JVT WL ^^^ IKV JVT WL

1LZZPJH /LYYLYH 5\LZ[YH L_WLYPLUJPH ` JVUVJPTPLU[VZ UVZ WLYTP[LU PKLU[PÄJHY WLYZVUHZ PK}ULHZ H [YH]tZ KL \U L_OH\Z[P]V HUmSPZPZ KLS TLYJHKV SHIVYHS HQ\Z[mUKVUVZ H SHZ ULJLZPKHKLZ KLS JSPLU[L

QOLYYLYH'JHWP[HSL WL ^^^ JHWP[HSL WL

=HULZZH 7HSVTPUV +PLNV *\IHZ ]HULZZH WHSVTPUV'JVYULYZ[VUL JVT WL -PYTH NSVIHS LZWLJPHSPaHKH LU SH I‚ZX\LKH KPYLJ[H ` ZLSLJJP}U KL LQLJ\[P]VZ HS[H KPYLJJP}U ` TPLTIYVZ KLS KPYLJ[VYPV JVU H|VZ KL [YH`LJ[VYPH ` TmZ KL VÄJPUHZ PU[LYJVULJ[HKHZ

KPLNV J\IHZ'JVYULYZ[VUL JVT WL ^^^ JVYULYZ[VUL NYV\W JVT ^^^ JVYULYZ[VUL JVT WL

4PSRV )HYHUKPHYmU 5VZ LZWLJPHSPaHTVZ LU SH I‚ZX\LKH SVJHSPaHJP}U ` ZLSLJJP}U KL [HSLU[V PK}ULV X\L ZLHU L_WLY[VZ ` L_P[VZVZ WYVMLZPVUHSLZ JVU Z}SPKH L_WLYPLUJPH ` JVTWL[LUJPHZ WHYH WVZPJPVULZ LZ[YH[tNPJHZ

TIHYHUKPHYHU'JYITJVUZ\S[PUN JVT ^^^ JYITJVUZ\S[PUN JVT

60

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,K\HYKV 3\SSP (YYHY[L 5\LZ[YVZ WZPJ}SVNVZ LZWLJPHSPaHKVZ WYL]PV THWWPUN KLS ZLJ[VY LZWLJxÄJV JVU ,53(*, ;(3,5;6 UPJV ZPZ[LTH X\L VMYLJL YLSL]HY WLYÄSLZ ` ]PZPIPSPKHK 65305, LU JHKH L[HWH KLS WYVJLZV JVU ,53(*, ;9()(16 U\LZ[YH IVSZH MVJHSPaHKH NHYHU[PaHU LÄJPLUJPH ` LÄJHJPH

<UH JVTWH|xH KPMLYLU[L LU SH U\L]H ,YH KLS ;HSLU[V 5\LZ[YH TL[VKVSVNxH KL PU]LZ[PNHJP}U LU [VKHZ SHZ PUK\Z[YPHZ ` U\LZ[YH HTWSPH YLK KL JVU[HJ[VZ LZWLJPHSPaHKH UVZ WLYTP[L PKLU[PÄJHY ` ZLSLJJPVUHY H ;HSLU[VZ ;VW 4PKKSL 4HUHNLTLU[

LS\SSP'LUSHJL[HSLU[V JVT JVU[HJ[V'LUSHJL[HSLU[V JVT ^^^ LUSHJL[HSLU[V JVT

1VYNL .HTLYV .PSKH ;LQLKH (UL_V QVYNL NHTLYV'L_WLYPZ WL NPSKH [LQLKH'L_WLYPZ WL ^^^ L_WLYPZ WL

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]ILUH]LU[L'MVJ\ZNO JVT

^^^ MVJ\ZNO JVT

1PaH AmYH[L (TH`V ,ZWLJPHSPZ[HZ LU I ZX\LKHZ KL KPYLJ[P]VZ (TWSPV JVUVJPTPLU[V KLS TLYJHKV 9LK KL JVU[HJ[VZ JSH]LZ *VUÄKLUJPHSPKHK

QPaH aHYH[L'MVYL_JVUZ\S[VYLZ JVT ^^^ MVYL_JVUZ\S[VYLZ JVT

,UYPX\L *Om]La .\YTLUKP 7PSHY <NHa +LS ÍN\PSH

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LJOH]La'JVTWLUZH JVT WL W\NHa'JVTWLUZH JVT WL ^^^ JVTWLUZH JVT WL

62

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7H[YPJPH 4HYxU

JVU[HJ[V'OLHKO\U[LYZ HK]PZVYZ JVT @V\Y JOVPJL [V ÄUK SLHKLYZ MVY NYV^[O

^^^ OLHKO\U[LYZ HK]PZVYZ JVT

.\PSSLYTV >PU[LY 4PJRTHU JVU[HJ[V'OLHKO\U[LYZWLY\ JVT -PYTH LZWLJPHSPZ[H LU I‚ZX\LKH KL LQLJ\[P]VZ KL WYPTLY UP]LS JVU JVILY[\YH PU[LYUHJPVUHS LU WHxZLZ

^^^ OLHKO\U[LYZWLY\ JVT

1= *65:<3;69,:

4HYxH 3\a /PKHSNV .HZNH

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Q]JVUZ\S[VYLZFHZVJPHKVZ'`HOVV LZ

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^^^ L_LJ\[P]LZLHYJO WL

1]JVUZ\S[VYLZ`HZVJPHKVZ

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*OLJPYH +\YHUK .HTIL[[H 7YVMLZPVUHSLZ :LUPVY KL HTWSPH ` HJYLKP[HKH L_WLYPLUJPH WYVMLZPVUHS 0U[LYUHJPVUHS X\L [YHIHQH KL THULYH JVTWYVTL[PKH WHYH I\ZJHY LS [HSLU[V X\L HNYLN\L LS ]HSVY LZWLYHKV ` NHYHU[PJL LS t_P[V KL SH NLZ[P}U

NLYLUJPH'T`TZVS\JPVULZPU[LNYHSLZ JVT ^^^ T`TZVS\JPVULZPU[LNYHSLZ JVT

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4HYPZVS AL]HSSVZ 2H[PH *VY[tZ

VYPLU[H'VYPLU[H WL ^^^ VYPLU[H WL

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*LJPSPH 0IHYYH 7VZHKH *V\U[Y` 4HUHNLY JLJPSPH PIHYYH'WLKLYZLUHUKWHY[ULYZ JVT ^^^ WLKLYZLUHUKWHY[ULYZ JVT

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JVUZ\S[VYPH'WLYZVUULSNYW JVT ^^^ WLYZVUULSNYW JVT

68

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:VTVZ LZWLJPHSPZ[HZ LU IYPUKHY HZLZVYxH PU[LNYHS LU SH NLZ[P}U KLS ;HSLU[V /\THUV

2HYSH 4LUKVaH O\U[PUNSPTH'ZHTWLYOLHKO\U[PUN JVT ^^^ ZHTWLYOLHKO\U[PUN JVT

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PUMV'ZTHY[WLVWSL JVT WL ^^^ ZTHY[WLVWSL JVT WL

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:;(;65 */(:, 05;,95(;065(3 ,TWYLZH KL I‚ZX\LKH KL HS[VZ LQLJ\[P]VZ H UP]LS T\UKPHS JVU \U ZLY]PJPV NSVIHSPaHKV ` JVILY[\YH LU TLYJHKVZ LTLYNLU[LZ

MZVSPTHUV'ZVSPTHUV JVT WL ^^^ ZVSPTHUV JVT WL

SPTH'Z[H[VUJOHZL JVT ^^^ Z[HU[VUJOHZL JVT

(KVSMV .VUaHSLZ -PYTH PU[LYUHJPVUHS LZWLJPHSPaHKH LU SH I‚ZX\LKH ` ZLSLJJP}U KL HS[VZ LQLJ\[P]VZ *VTWYVTL[PKH JVU SH JHSPKHK ` SVZ YLZ\S[HKVZ *VTIPUHTVZ L_WLYPLUJPH WHZP}U ` ]PZP}U SVNYHUKV SVZ VIQL[P]VZ KL U\LZ[YVZ JSPLU[LZ

HKVSMV NVUaHSLZ'[HZH^VYSK^PKL JVT ^^^ [HZH^VYSK^PKL JVT

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS HEAD HUNTERS DE EJECUTIVOS TOP

,UYPX\L )LKV`H 1\HU 7HISV .HQH[L -PYTH LZWLJPHSPaHKH LU SH I‚ZX\LKH ` ZLSLJJP}U KL HS[VZ LQLJ\[P]VZ LX\PWVZ NLYLUJPHSLZ ` WLYZVUHS KPYLJ[P]V JVU VWLYHJPVULZ LU 7LY‚ ` *OPSL

LUYPX\L ILKV`H'NY\WV[H^H JVT Q\HUWHISV NHQH[L'NY\WV[H^H JVT ^^^ NY\WV[H^H JVT

1VYNL =LSHVJOHNH 4}UPJH .HYJxH -PYTH LZWLJPHSPaHKH LU )‚ZX\LKH KL ;HSLU[V ,QLJ\[P]V ` +PYLJ[VYLZ *VHJOPUN ` ,]HS\HJPVULZ .LYLUJPHSLZ VÄJPUHZ WHxZLZ JVU[PULU[LZ H|VZ LU LS T\UKV LU 7LY‚

QVYNL ]LSHVJOHNH'[YHUZLHYJO JVT

5VZ IHZHTVZ LU LZ[mUKHYLZ KL JHSPKHK T\` L_PNLU[LZ PU[LNYHUKV ]HSVYLZ LU U\LZ[YH I‚ZX\LKH ZPLUKV VIQL[P]VZ JVTV ¸/LHK /\U[PUN¹ WHYH LU[LUKLY LS ULNVJPV ` LS WLYÄS KLS JHUKPKH[V SV X\L NHYHU[PaH LS t_P[V KL U\LZ[YVZ WYVJLZVZ KL ZLSLJJP}U

4PS\aRH - 9PZJV =HSLUJPH

*VUZ\S[VYH LU NLZ[P}U O\THUH JVU L_WLYPLUJPH YLZWHSKHKH WVY TmZ KL H|VZ IYPUKHUKV \U ZLY]PJPV HQ\Z[HKV HS JSPLU[L LUMVJHKV H SH WLYZVUH JVTV [HSLU[V KLU[YV KL \U THYJV VYNHUPaHJPVUHS (TWSPH L_WLYPLUJPH LU KP]LYZVZ ZLJ[VYLZ ` VYNHUPaHJPVULZ UHJPVUHSLZ ` [YHUZUHJPVUHSLZ

TVUPJH NHYJPH'[YHUZLHYJO JVT ^^^ [YHUZLHYJO JVT

JVU[HJ[V'\THZVUXV JVT WL TYPZJV'\THZVUXV JVT WL ^^^ \THZVUXV JVT WL <THZVUXV

-HIPVSH @HTHUPQH 0ZOPRP JVU[HJ[VZ'`HTHUPQH JVT ^^^ `HTHUPQH JVT @HTHUPQH JVUZ\S[VYPH

69

70

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS HEAD HUNTERS DE EJECUTIVOS MEDIOS

4LYJLKLZ .VUamSLa (UL_V 9LHSPaHTVZ WYVJLZVZ KL ZLSLJJP}U ` L]HS\HJP}U KL QLMH[\YHZ ` JHYNVZ TLKPVZ *VU[HTVZ JVU \U Z[HMM LZWLJPHSPaHKV ` JLY[PÄJHKV LU SH ZLSLJJP}U KL WLYZVUHS WVY JVTWL[LUJPHZ

7YPTLYH LTWYLZH LU LS TLYJHKV WLY\HUV LZWLJPHSPaHKH LU SH I‚ZX\LKH ` ZLSLJJP}U KL THUKVZ TLKPVZ 5\LZ[YH ]PZP}U LZ JVUZVSPKHYUVZ JVTV ZVJPVZ LZ[YH[tNPJVZ KL U\LZ[YVZ JSPLU[LZ WHYH H`\KHYSVZ H KLÄUPY LS WLYÄS HKLJ\HKV WHYH JHKH WVZPJP}U ` JVU[YH[HY H SH WLYZVUH PK}ULH WHYH SH NLULYHJP}U KL ]HSVY LU KPZ[PU[VZ TVKLSVZ KL ULNVJPV

ZLY]PJPVZ'HKLJJV JVT WL ^^^ HKLJJV JVT WL

1VZt 0NUHJPV =LNH :PS]PH @LW QP]LNH'HOWZLSLJ[PVU IPa Z`LW'HOWZLSLJ[PVU IPa ^^^ HOWZLSLJ[PVU IPa

78

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS HEAD HUNTERS DE EJECUTIVOS MEDIOS

*VUK\JPTVZ I‚ZX\LKHZ LZWLJxÄJHZ WHYH SVZ UP]LSLZ ` JHTWVZ KL HJ[P]PKHK LUJVTLUKHKVZ H\U [YH[mUKVZL KL HX\LSSHZ HS[HTLU[L LZWLJPHSPaHKHZ H|VZ KL L_WLYPLUJPH YLZWHSKHU U\LZ[YVZ ZLY]PJPVZ

*VUZ\S[VYH LZWLJPHSPaHKH LU YLHSPaHY WYVJLZVZ KL I‚ZX\LKH ` ZLSLJJP}U KL LQLJ\[P]VZ WYVMLZPVUHSLZ WHYH THUKV TLKPV *VU[HTVZ JVU ]HYPVZ H|VZ KL L_WLYPLUJPH LU LS TLYJHKV WLY\HUV HZLZVYHUKV H PTWVY[HU[LZ LTWYLZHZ SVJHSLZ ` L_[YHUQLYHZ

4PSHNYVZ .VUaHSLZ KLS =HSSL * TNVUaHSLZKLS]HSSL'PUUV]HJPVU LTWYLZHYPHS JVT ^^^ PUUV]HJPVU LTWYLZHYPHS JVT

:LSLULL :mUJOLa NLYLUJPH'SPURJVUZ\S[PUNWLY\ JVT ^^^ SPURJVUZ\S[PUNWLY\ JVT

4PN\LS .HSSLNVZ =PSSHSVIVZ :VTVZ JVUZ\S[VYLZ LZWLJPHSPZ[HZ LU NLZ[P}U KL YLJ\YZVZ O\THUVZ IHQV LS LUMVX\L KL JVTWL[LUJPHZ 5\LZ[YH WYVW\LZ[H WSHU[LH \UH YPN\YVZH TL[VKVSVNxH KL H[YHJJP}U ` L]HS\HJP}U

TNHSSLNVZ'TNJVUZ\S[PUN JVT WL ^^^ TNJVUZ\S[PUN JVT WL

-LSPWL (N\PYYL +LS 7PUV .LYLU[L .LULYHS MLSPWL HN\PYYL'T`L]VS IPa *VU JHZP H|VZ KL [YH`LJ[VYPH NSVIHS OV` LU WHxZLZ UVZ VJ\WHTVZ KL PKLU[PÄJHY SVZ WYVMLZPVUHSLZ KL PTWHJ[V X\L YLX\PLYL Z\ VYNHUPaHJP}U KLZKL SVZ HS[VZ UP]LSLZ KPYLJ[P]VZ OHZ[H SVZ THUKVZ TLKPVZ KL SH LTWYLZH

690,5;( *65:<3;69,: :VJPVZ LZ[YH[tNPJVZ KL U\LZ[YVZ JSPLU[LZ LU SH I‚ZX\LKH KL U\L]VZ [HSLU[VZ ,UMVJHTVZ U\LZ[YH TL[VKVSVNxH LU SVZ YLX\LYPTPLU[VZ KLS ULNVJPV ` SH J\S[\YH VYNHUPaHJPVUHS

0UKPYH -SVYLZ 7PULKV *VVYKPUHKVYH KL 7YV`LJ[VZ PUKPYH Ã…VYLZ'T`L]VS IPa ^^^ TYP T`L]VS IPa

4HYPZVS AL]HSSVZ 2H[PH *VY[tZ

VYPLU[H'VYPLU[H WL ^^^ VYPLU[H WL

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS HEAD HUNTERS DE EJECUTIVOS MEDIOS

79

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*HYSVZ 3HTILY[ ,K\HYKV 4VJR JVU[HJ[LUVZ'WHJ[\T WL ^^^ WHJ[\T WL

*LJPSPH 0IHYYH 7VZHKH *V\U[Y` 4HUHNLY 7LKLYZLU 7HY[ULYZ YLWYLZLU[H! SH TmZ HS[H JHSPKHK \UH LTWYLZH PU[LYUHJPVUHS JVU WYLZLUJPH SVJHS TVKLYUH ` H SH TLKPKH WHYH JHKH JSPLU[L WYVMLZPVUHSLZ KL HS[V JHSPIYL VYPLU[HKH H SVZ ULNVJPVZ ZVÄZ[PJHKH ` SV TmZ PTWVY[HU[L SVZ ]HSVYLZ ¸*VUÄHUaH 9LSHJPVULZ 7YVMLZPVUHSPKHK¹ HWSPJHKVZ H Z\ PU[LYHJJP}U JVU JSPLU[LZ ` LQLJ\[P]VZ

JLJPSPH PIHYYH'WLKLYZLUHUKWHY[ULYZ JVT ^^^ WLKLYZLUHUKWHY[ULYZ JVT

,UYPX\L ,TPSPV =PSH 5HYHUQV :VTVZ LZWLJPHSPZ[HZ LU :LSLJJP}U ,]HS\HJP}U 9LJS\[HTPLU[V KL 7LYZVUHS ,QLJ\[P]V ` KL 4HUKV 4LKPV X\L HZLN\YHU H SH (S[H +PYLJJP}U Z\ I\LU KLZLTWL|V ;YLPU[H H|VZ KL t_P[V UVZ H]HSHU

]PSHUHYHUQV'WRMWLY\ JVT ^^^ WRMWLY\ JVT

+HUPLS 9VISLZ 0IHaL[H (ZLZVYxH 3LNHS (S[HTLU[L ,ZWLJPHSPaHKH .LZ[P}U KLS ;HSLU[V /\THUV

:4(9; 7,673, :VTVZ \U LX\PWV LZWLJPHSPaHKV LU /LHKO\U[PUN ` 9LJS\[HTPLU[V 9LHSPaHTVZ I‚ZX\LKHZ WLYZVUHSPaHKHZ JVU SVZ TmZ HS[VZ LZ[mUKHYLZ KL JHSPKHK WHYH \IPJHY HS JHUKPKH[V PK}ULV WHYH JHKH [PWV KL VYNHUPaHJP}U ` ZLJ[VY LTWYLZHYPHS

KYVISLZ'YPIJVUZ\S[VYLZ JVT ^^^ YPIJVUZ\S[VYLZ JVT

4HYPZH *VLSSV ?PTLUH 1HYYxU PUMV'ZTHY[WLVWSL JVT WL ^^^ ZTHY[WLVWSL JVT WL

90

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4PSRV )HYHUKPHYmU 0KLU[PÄJHTVZ LS WLYZVUHS PK}ULV YLHSPaHUKV LU[YL]PZ[HZ WVY JVTWL[LUJPHZ PKLU[PÄJHUKV LS UP]LS KL PU[LSPNLUJPH LTVJPVUHS KLS JHUKPKH[V X\L LZ[t LU JVOLYLUJPH JVU LS WLYÄS YLX\LYPKV

ZLSLJJPVU'JYITJVUZ\S[PUN JVT ^^^ JYITJVUZ\S[PUN JVT

9VJxV 3HN\UH :VTVZ \UH LTWYLZH WLY\HUH KL 9LJ\YZVZ /\THUVZ LZWLJPHSPZ[HZ LU WYVJLZVZ KL YLJS\[HTPLU[V L]HS\HJP}U ` ZLSLJJP}U KL WLYZVUHS *VU[HTVZ JVU \U LX\PWV KL WYVMLZPVUHSLZ HS[HTLU[L JHSPÄJHKVZ JHKH \UV KL LSSVZ LZWLJPHSPaHKVZ LU KP]LYZVZ Y\IYVZ

5VZ LZWLJPHSPaHTVZ LU SH I‚ZX\LKH ` ZLSLJJP}U KL WLYZVUHZ X\L NLULYHYmU SH KPMLYLUJPH LU Z\ VYNHUPaHJP}U 5VZ HSPULHTVZ H SVZ VIQL[P]VZ KL Z\ ULNVJPV LTWSLHUKV OLYYHTPLU[HZ X\L NHYHU[PJLU YLZ\S[HKVZ VWVY[\UVZ ` KL HS[H JVUÄHIPSPKHK

5VZ HKLJ\HTVZ H SHZ ULJLZPKHKLZ KL Z\ LTWYLZH LU SH I‚ZX\LKH KL [HSLU[V O\THUV 5\LZ[YV WYVJLZV ZL LUMVJH LU SH ZLSLJJP}U WVY JVTWL[LUJPHZ L PU[LSPNLUJPH LTVJPVUHS L]P[HUKV HZx \UH HS[H YV[HJP}U ` \UH TLQVY HKLJ\HJP}U HS W\LZ[V

YSHN\UH'JYTJVUZ\S[VYLZ JVT PUMVYTLZ'JYTJVUZ\S[VYLZ JVT ^^^ JYTJVUZ\S[VYLZ JVT

.PHUPUH 9ma\YP 9LH|V NYHa\YP'KHYZVS\JPVULZ JVT WL ^^^ KHYZVS\JPVULZ JVT WL

4HYxH )HYYPLU[VZ (UL_V PUMV'LTWV^LYTLU[WLY\ JVT ^^^ LTWV^LYTLU[WLY\ JVT

,K\HYKV 3\SSP (YYHY[L 5\LZ[YVZ WZPJ}SVNVZ LZWLJPHSPaHKVZ JVU ,53(*, ;(3,5;6 ‚UPJV ZPZ[LTH X\L VMYLJL YLSL]HY WLYÄSLZ ` ]PZPIPSPKHK 65305, LU JHKH L[HWH KLS WYVJLZV JVU ,53(*, ;9()(16 U\LZ[YH IVSZH MVJHSPaHKH NHYHU[PaHU LÄJPLUJPH ` LÄJHJPH LU SH ZLSLJJP}U KL SVZ [HSLU[VZ

LS\SSP'LUSHJL[HSLU[V JVT JVU[HJ[V'LUSHJL[HSLU[V JVT ^^^ LUSHJL[HSLU[V JVT

94

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,UYPX\L *Om]La .\YTLUKP 7PSHY <NHa +LS ÍN\PSH

./6

,ZWLJPHSPZ[HZ LU :LSLJJP}U KL 7LYZVUHS! WYVMLZPVUHSLZ THUKV TLKPV ` LQLJ\[P]VZ ,]HS\HJPVULZ 7ZPJVS}NPJHZ KL 7V[LUJPHS ` *VTWL[LUJPHZ (ZZLZZTLU[ *LU[LY

.LZ[P}U /\THUH! =LYPÄJHJPVULZ 7Y\LIHZ KL 7VSxNYHMV ` 7LYZVUHS 0U[LYUV 5\LZ[YVZ ZLY]PJPVZ ZVU PUKPZWLUZHISLZ WHYH SVNYHY \U WYVJLZV KL ZLSLJJP}U JVUÄHISL [YHUZWHYLU[L ` ZLN\YV

LJOH]La'JVTWLUZH JVT WL W\NHa'JVTWLUZH JVT WL ^^^ JVTWLUZH JVT WL

:HUKYH =PSSH 1HJRLSPUL 3L}U NLZ[PVU O\THUH'NY\WVH[LULHWLY\ JVT ^^^ NY\WVH[LULHWLY\ JVT NLZ[PVUO\THUH

7H[YPJPH 4HYxU

JVU[HJ[V'OLHKO\U[LYZ HK]PZVYZ JVT ) ZX\LKH KL ,QLJ\[P]VZ

^^^ OLHKO\U[LYZ HK]PZVYZ JVT

/,::, =(38<0 ,TWYLZH KL JVUZ\S[VYxH LZWLJPHSPaHKH LU 9LJ\YZVZ /\THUVZ JVU TmZ KL H|VZ KL L_WLYPLUJPH 6MYLJLTVZ ZPZ[LTHZ LU SHZ mYLHZ KL ,U[YLUHTPLU[V ,]HS\HJP}U ` :LSLJJP}U 5\LZ[YH ÄSVZVMxH KL [YHIHQV ZL KPZ[PUN\L LU JHKH WYV`LJ[V WVY Z\ ÅL_PIPSPKHK ` WVY IYPUKHY Tm_PTH JVUÄKLUJPHSPKHK

*HYSVZ (\N\Z[V =HSX\P

JVUZ\S[VYLZ'OLZZL`]HSX\P JVT ^^^ OLZZL`]HSX\P JVT

100

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS EMPRESAS DE SELECCION DE PERSONAL

4PYPHT )LUKLa 1PTtULa 5\LZ[YV WLYZVUHS LZWLJPHSPaHKV SV H`\KHYm H PKLU[PÄJHY HS TLQVY [HSLU[V WHYH Z\ LTWYLZH *VU[HTVZ JVU OLYYHTPLU[HZ ` LZ[YH[LNPHZ KL WYVJLZVZ KL ZLSLJJP}U WHYH WLYZVUHS VWLYHYPV KL THUKV TLKPV ` LQLJ\[P]VZ

TILUKLa\'TPSSLUUP\TNYV\W JVT WL ^^^ TPSSLUUP\TNYV\W JVT WL

4PYPHT )LUKLa 1PTtULa ,ZWLJPHSPZ[HZ LU SVZ WYVJLZVZ KL ZLSLJJP}U ` L]HS\HJP}U KL WLYZVUHS H [VKV UP]LS 5\LZ[YV WYVMLZPVUHSLZ JHSPÄJHKVZ SV H`\KHYHU H LSLNPY LS WLYZVUHS PK}ULV WHYH Z\ VYNHUPaHJP}U

TILUKLa\'TPSSLUUP\TNYV\W JVT WL ^^^ TPSSLUUP\TNYV\W JVT WL

102

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:PS]PHSPSP =HSKP]PH -LYUHUKV .VUaHSLZ 5\LZ[YV ZLY]PJPV LU ZLSLJJP}U ` L]HS\HJP}U KL WLYZVUHS ZL LUMVJH LU PKLU[PÄJHY H SVZ [HSLU[VZ PK}ULVZ J\`VZ WLYÄSLZ J\IYHU SHZ L_WLJ[H[P]HZ KLS W\LZ[V H VJ\WHY

Z]HSKP]PH'WLYZVUUHSPH WL MNVUaHSLZ'WLYZVUUHSPH WL ^^^ WLYZVUUHSPH WL

,K\HYKV ,NV (N\PYYL (SMYLKV (YHUH *VUZ\S[VYH LZWLJPHSPaHKH LU WYVJLZVZ KL I‚ZX\LKH ` ZLSLJJP}U KL LQLJ\[P]VZ WYVMLZPVUHSLZ ` THUKVZ TLKPVZ VYPLU[HKH H PKLU[PÄJHY SVZ TLQVYLZ [HSLU[VZ NHYHU[PaHUKV YLZ\S[HKVZ L_P[VZVZ

JVUZ\S[VYPH'WLYZVUULSNYW JVT ^^^ WLYZVUULSNYW JVT

,UYPX\L ,TPSPV =PSH 5HYHUQV :VTVZ LZWLJPHSPZ[HZ LU :LSLJJP}U ,]HS\HJP}U 9LJS\[HTPLU[V KL 7LYZVUHS ,QLJ\[P]V ` KL 4HUKV 4LKPV X\L HZLN\YHU H SH (S[H +PYLJJP}U Z\ I\LU KLZLTWL|V ;YLPU[H H|VZ KL t_P[V UVZ H]HSHU

*VSHIVYHTVZ JVU U\LZ[YVZ JSPLU[LZ LU LUJVU[YHY H SVZ TLQVYLZ JHUKPKH[VZ KPZWVUPISLZ LU LS TLYJHKV (K /VJ HS W\LZ[V WLYÄS ` J\S[\YH KL SH 6YNHUPaHJP}U *VU[HTVZ JVU \UH IVSZH KL LTWSLV WYVWPH! ^^^ WZPJV[LJLTWSLV JVT ` SVZ TLQVYLZ WYVMLZPVUHSLZ KLS YLZLHYJO YLJY\P[TLU[

90) *65:<3;69,: (ZLZVYxH 3LNHS (S[HTLU[L ,ZWLJPHSPaHKH .LZ[P}U KLS ;HSLU[V /\THUV

]PSHUHYHUQV'WRMWLY\ JVT ^^^ WRMWLY\ JVT

2HYLLU 9P]HZ RHYLLUYP]HZ'WZPJV[LJ WL ^^^ WZPJV[LJ WL

+HUPLS 9VISLZ 0IHaL[H KYVISLZ'YPIJVUZ\S[VYLZ JVT ^^^ YPIJVUZ\S[VYLZ JVT

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS EMPRESAS DE SELECCION DE PERSONAL

(UH 3\JxH 9L[V 5\LZ[YV ULNVJPV LZ LUJVU[YHY HS JHUKPKH[V TmZ JHSPÄJHKV WHYH Z\ WYV`LJ[V (\UX\L LZ[V LZ ZVSV \UH WHY[L! YLSHJPVULZ Z}SPKHZ JVUÄHUaH LÄJPLUJPH NHYHU[xH L PUUV]HJP}U /HJLY SHZ JVZHZ IPLU OHJL X\L U\LZ[YH SHIVY U\UJH [LYTPUL

H YL[V'NY\WVZHWPLUJL WL ^^^ NY\WVZHWPLUJL WL

4HYxH 0ZHILS 9VKYxN\La (YYV`V :LSLJJP}U L]HS\HJP}U KL WLYZVUHS ¶ ZHS\K SHIVYHS WYL]LUJP}U SHIVYHS KLZHYYVSSV KL OHIPSPKHKLZ WLYZVUHSLZ PU[LYWLYZVUHSLZ JVU[YVS KL LZ[YtZ SHIVYHS JOLX\LVZ TtKPJVZ WLYZVUHS L_mTLULZ JSxUPJVZ [V_PJVS}NPJVZ WLYÄSLZ MVYLUZLZ

THYPZHILSYVKYPHYY'OV[THPS JVT WZPJVT\S[PZHS\K'SP]L JVT

103

106

:LSLJJP}U ` L]HS\HJP}U KL WLYZVUHS EMPRESAS DE SELECCION DE PERSONAL

;(3,5; *65:<3;05. ,ZWLJPHSPZ[HZ VYPLU[HKVZ H SH I‚ZX\LKH ` ZLSLJJP}U KLS *HWP[HS /\THUV X\L Z\ LTWYLZH ULJLZP[H :PZ[LTH KL ,]HS\HJP}U 0U[LNYHS JVUÄHISL HZZLZZTLU[ ,]HS\HJP}U KLS *VTWVY[HTPLU[V 6YNHUPaHJPVUHS ]PUJ\SHKV HS *VYL KL SH LTWYLZH YLMLYLUJPHZ

9V_HUH 3PUNmU YSPUNHU'[HSLU[JVUZ\S[PUN JVT WL ^^^ [HSLU[JVUZ\S[PUN JVT WL

;(3,5;6 /<4(56

4PN\LS (STLUNVY =

-PYTH LZWLJPHSPaHKH LU I‚ZX\LKH KL LQLJ\[P]VZ L]HS\HJPVULZ WZPJVS}NPJHZ ` KL JVTWL[LUJPHZ L]HS\HJP}U KL WV[LUJPHS ` HZZLZZTLU[ JLU[LY

:PZ[LTH X\L WLYTP[L L]HS\HY ` ZLSLJJPVUHY H SVZ JHUKPKH[VZ KL HJ\LYKV H SHZ ULJLZPKHKLZ LZWLJPÄJHZ KL JHKH W\LZ[V LU WHY[PJ\SHY SV J\HS ZL YLHSPaH TLKPHU[L SH PKLU[PÄJHJP}U KL SHZ ¸JVTWL[LUJPHZ¹ ` LS (ZZLZZTLU[ *LU[LY

TPN\LS'[HSLU[VO\THUV JVT WL ^^^ [HSLU[VO\THUV JVT WL

<YZ\SH (S]HYLa \HS]HYLa'[HYNL[ KKP JS ^^^ [HYNL[ KKP JS

(UKYL` (]LSSHULKH 5VZ LUMVJHTVZ LU \U HUmSPZPZ KL SH LZ[YH[LNPH J\S[\YH JV`\U[\YH WYVJLZVZ ` L_WLJ[H[P]HZ KL SH WVZPJP}U NHYHU[PamUKVSLZ LUJVU[YHYSL LS JHUKPKH[V HK OVJ ( [YH]tZ KL U\LZ[YVZ HSPHKVZ SSLNHTVZ H WHxZLZ KL 3H[PUVHTtYPJH ` ,\YVWH HZx JVTV JP\KHKLZ LU LS 7LY‚

HH]LSSHULKH'[HYNL[OY JVT WL ^^^ [HYNL[OY JVT WL

110

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112

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113

PUBLIREPORTAJE

Robles Ibazeta Consultores, cuenta con más de 48 años experiencia en el mercado y somos especialistas en realizar servicios de Asesoría Legal y Gestión del Talento Humano En Asesoría Legal Empresarial: 9LZHS[HTVZ LU WHY[PJ\SHY KVZ WYVK\J[VZ T\` YLJVUVJPKVZ LU LS TLYJHKV! · El Saneamiento Laboral de Empresas JVUZPZ[L LU HUHSPaHY SH WYVISLTm[PJH SHIVYHS KLZKL \UH WLYZWLJ[P]H LTWYLZHYPHS ZPU WLYKLY KL ]PZ[H SVZ SPULHTPLU[VZ KPYLJ[P]HZ L PU[LYWYL[HJP}U KL SH UVYTH[P]PKHK SHIVYHS WVY WHY[L KLS 4PUPZ[LYPV KL ;YHIHQV ` 7YVTVJP}U KLS ,TWSLV SVNYHUKV KL LZ[H MVYTH VW[PTPaHY TLQVY SVZ YLJ\YZVZ" HZx JVTV L]P[HY SH ZHUJP}U HKTPUPZ[YH[P]H WVY WHY[L KLS 4PUPZ[LYPV KL ;YHIHQV X\L WVKYxH SSLNHY OHZ[H : U\L]VZ ZVSLZ LU HSN\UVZ JHZVZ · Asesoría en Seguridad y Salud en el Trabajo X\L JVUZPZ[L LU L]P[HY ZHUJPVULZ ` T\S[HZ H [YH]tZ KL SH PTWSLTLU[HJP}U KLS ZPZ[LTH KL ZLN\YPKHK ` ZHS\K LU LS [YHIHQV LU J\TWSPTPLU[V KL SH SL` En Gestión del Talento Humano: 5VZ LZWLJPHSPaHTVZ LU! Ç :LSLJJP}U KL WLYZVUHS Ç /LHKO\U[PUN Ç ,]HS\HJP}U WZPJVS}NPJH Ç *HWHJP[HJPVULZ 3LZ NHYHU[PaHTVZ X\L SH \[PSPKHK KL U\LZ[YVZ ZLY]PJPVZ ZL ]LYm YLÃ…LQHKH LU PUKPJHKVYLZ X\L VW[PTPJLU SH WYVK\J[P]PKHK SH YLK\JJP}U KL YV[HJP}U KL WLYZVUHS ` SH TLQVYH LU SH JHSPKHK KL Z\ LX\PWV KL [YHIHQV 5\LZ[YVZ WYVMLZPVUHSLZ LU SL`LZ ` YLJ\YZVZ O\THUVZ X\L MVYTHU LS LX\PWV 9VISLZ 0IHaL[H *VUZ\S[VYLZ LZ[HYmU N\Z[VZVZ KL H[LUKLYSVZ *\HSX\PLY JVUZ\S[H UV K\KL LU JVT\UPJHYZL JVU UVZV[YVZ ([LU[HTLU[L

Robles Ibazeta Consultores O[[W! ^^^ YPIJVUZ\S[VYLZ JVT KYVISLZ'YPIJVUZ\S[VYLZ JVT *LU[YV ,TWYLZHYPHS ,S 5\L]V ;YPNHS *HSSL 3VZ (U[HYLZ 5¢ 6ÄJPUH ;VYYL ( <YIHUPaHJP}U 3H (SIVYHKH :HU[PHNV KL :\YJV

120

ARTICULO

La Tercerización e Intermediación como Estrategia de Negocio 3H ULJLZHYPH S\JOH WVY SH JVTWL[P[P]PKHK OH SSL]HKV H SHZ LTWYLZHZ H YLKLÄUPY Z\Z LZ[YH[LNPHZ ` I\ZJHY HSPHKVZ WHYH ZLY JHKH ]La TmZ SPNLYHZ mNPSLZ ` VYPLU[HKHZ HS JSPLU[L 3H [LYJLYPaHJP}U LZ JSH]L LU LZL WYVJLZV 3HZ JVTWH|xHZ ZL JLU[YHU LU LS KLZHYYVSSV KL Z\ RUV^ OV^ ` KLQHU LU THUVZ KL LZWLJPHSPZ[HZ SH NLZ[P}U KL HJ[P]PKHKLZ ZLJ\UKHYPHZ X\L UV MVYTHU WHY[L KL Z\ JVYL I\ZPULZZ 3H [LYJLYPaHJP}U YLZWVUKL H \U YLWSHU[LHTPLU[V LZ[YH[tNPJV KL SH JHKLUH KL ]HSVY! HSSx KVUKL \UH JVTWH|xH UV ZLH JHWHa KL KLZHYYVSSHY ]LU[HQHZ JVTWL[P[P]HZ SV TLQVY LZ JLKLY SH HJ[P]PKHK H \U [LYJLYV X\L ZLN\YV H`\KHYm H LSSV 3VZ WYPTLYVZ ZLY]PJPVZ Z\ZJLW[PISLZ KL ZLY Z\IJVU[YH[HKVZ ZVU HX\LSSVZ X\L UV ZVU JYx[PJVZ LU \UH LTWYLZH ,S VIQL[P]V HS [LYJLYPaHY LZ LUJVU[YHY H HSN\PLU L_WLY[V LU LZH HJ[P]PKHK X\L OHNH KPJOVZ ZLY]PJPVZ KL TLQVY THULYH KL THULYH TmZ WYVMLZPVUHS ` KL MVYTH TmZ Ã…L_PISL ,U V[YHZ WHSHIYHZ las empresas han empezado a realizar un análisis muy sencillo: en qué soy especialista, dónde está mi ‘know-how’, dónde tengo mi ventaja competitiva... Una vez identificado ese núcleo, todo lo demás se puede mirar de otra manera. 0N\HS X\L L_PZ[LU HJ[P]PKHKLZ WHYH SHZ X\L T\JOHZ LTWYLZHZ UP ZPX\PLYH OHU WLUZHKV LU SH [LYJLYPaHJP}U JVTV ZVS\JP}U OH` WHxZLZ JVU \UH [YHKPJP}U [HU HYYHPNHKH LU LZH WYmJ[PJH KVUKL LS WSHU[LHTPLU[V KL SHZ JVTWH|xHZ ` KL SVZ KPYLJ[P]VZ UV LZ ¦X\t LZ SV X\L W\LKV ZHJHY M\LYH& ZPUV ¦X\t TL X\PLYV X\LKHY KLU[YV& 3H ÄSVZVMxH KL SHZ JVTWH|xHZ TmZ H]HUaHKHZ ]HU T\JOV TmZ HSSm KL SH W\YH VWLYHJP}U W\U[\HS KL HOVYYV KL JVZ[LZ V ZVS\JP}U KL \U WYVISLTH LZWLJxÄJV

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131

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]PSHUHYHUQV'WRMWLY\ JVT ^^^ WRMWLY\ JVT

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(ZPZ[PTVZ LU KPZL|HY LZ[YH[LNPHZ ` ZVS\JPVULZ KL YLT\ULYHJP}U WHYH LS JHWP[HS O\THUV KL SHZ ,TWYLZHZ JVUZPKLYHUKV SHZ [LUKLUJPHZ KL YLT\ULYHJP}U LZ[Y\J[\YHZ ZHSHYPHSLZ LTWSLHKHZ LU LS TLYJHKV L PUK\Z[YPH ` SHZ WHY[PJ\SHYPKHKLZ KL JHKH JSPLU[L

RHYLLUYP]HZ'WZPJV[LJ WL ^^^ WZPJV[LJ WL

6ZJHY 3H ;VYYL VZJHY SH [VYYL'WL W^J JVT ^^^ W^J JVT WL

+HUPLS 9VISLZ 0IHaL[H (ZLZVYxH 3LNHS (S[HTLU[L ,ZWLJPHSPaHKH .LZ[P}U KLS ;HSLU[V /\THUV

KYVISLZ'YPIJVUZ\S[VYLZ JVT ^^^ YPIJVUZ\S[VYLZ JVT

144

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JZOH^'HJLU[LYWLY\ JVT H[VYYLZ'HJLU[LYWLY\ JVT ^^^ HJLU[LYWLY\ JVT

4LYJLKLZ .VUamSLa (UL_V 5\LZ[YV ZLY]PJPV SL WLYTP[PYm L]HS\HY SHZ OHIPSPKHKLZ ` JVTW[L[LUJPHZ KL Z\Z JHUKPKH[VZ WYLKPJPLUKV Z\ YLUKPTPLU[V WYVMLZPVUHS ` HJ[P[\KPUHS TLKPHU[L LQLYJPJPVZ KL ZPT\SHJP}U

ZLY]PJPVZ'HKLJJV JVT WL

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1LZZPJH /LYYLYH

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QOLYYLYH'JHWP[HSL WL

^^^ HKLJJV JVT WL

^^^ JHWP[HSL WL

9HMHLS :HSHaHY +HaH 0KLU[PÄJHTVZ WYVMLZPVUHSLZ HS[HTLU[L JVTWL[LU[LZ [tJUPJH ` HJ[P[\KPUHSTLU[L \[PSPaHUKV OLYYHTPLU[HZ KL ]HUN\HYKPH JVTV LS (ZZLZZTLU[ SLJ[\YH KLS 3LUN\HQL *VYWVYHS LU[YL V[YVZ LMLJ[P]VZ Tt[VKVZ KL WYLKPJJP}U

YHMHLSZHSHaHY'JVHJOPUN`[HSLU[V JVT ^^^ JVHJOPUN`[HSLU[V JVT

146

*VUZ\S[VYxH LU NLZ[P}U O\THUH ASSESSMENT CENTERS

1PaH AmYH[L (TH`V ,ZWLJPHSPZ[HZ LU ,]HS\HJP}U KL 7V[LUJPHS ,]HS\HJP}U KL *VTWL[LUJPHZ ` ,]HS\HJP}U KL 7LYÄS 6J\WHJPVUHS H ÄU KL PKLU[PÄJHY JVUK\J[HZ KL t_P[V LU LS KLZLTWL|V SHIVYHS

QPaH aHYH[L'MVYL_JVUZ\S[VYLZ JVT ^^^ MVYL_JVUZ\S[VYLZ JVT

7H[YPJPH 4HYxU

JVU[HJ[V'OLHKO\U[LYZ HK]PZVYZ JVT ,ZWLJPHSPZ[HZ LU (ZZLZZTLU[ *LU[LY

/LYYHTPLU[H KL ZLSLJJP}U ` KLZHYYVSSV KL WLYZVUHS *VU[HTVZ JVU L_P[VZHZ L_WLYPLUJPHZ LU LS KPZL|V ` HWSPJHJP}U KL LZ[H [tJUPJH HS[HTLU[L WYLKPJ[P]H KLS KLZLTWL|V

^^^ OLHKO\U[LYZ HK]PZVYZ JVT

4PSHNYVZ .VUaHSLZ KLS =HSSL * TNVUaHSLZKLS]HSSL'PUUV]HJPVU LTWYLZHYPHS JVT ^^^ PUUV]HJPVU LTWYLZHYPHS JVT

3H\YH 9HTVZ ,]HS\HTVZ KL THULYH +PUmTPJH LS 7V[LUJPHS KL Z\Z JVSHIVYHKVYLZ! ,Z[YH[LNPH KL 7YVK\J[P]PKHK (WVY[L L 0TWHJ[V LU LS NY\WV ` (Q\Z[L H 7SHULZ KL +LZHYYVSSV 9LWVY[LZ 7LYZVUHSPaHKVZ ` :\Z[LU[HKVZ

JVUZ\S[HZ'SHYJ WL ^^^ SHYJ WL

4PN\LS .HSSLNVZ 5\LZ[YH TL[VKVSVNxH ZL IHZH LU! ,_WLYPLUJPH LU L]HS\HJP}U L PKLU[PÄJHJP}U KL [HSLU[V KL U\LZ[YV LX\PWV /LYYHTPLU[HZ X\L KLZKL KPMLYLU[LZ }W[PJHZ WLYTP[LU \UH L]HS\HJP}U PU[LNYHS

TNHSSLNVZ'TNJVUZ\S[PUN JVT WL ^^^ TNJVUZ\S[PUN JVT WL

7(*;<4 7,9<

*HYSVZ 3HTILY[ ,K\HYKV 4VJR

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JVU[HJ[LUVZ'WHJ[\T WL ^^^ WHJ[\T WL

149

ARTICULO

Estudio hecho en empresas en el Perú muestra que el 67% de las empresas desean tener índices de rotación menores de 5% y el 91% menores de 10% 3H YL[LUJP}U KLS WLYZVUHS JSH]L KLIL ZLY \UH KL SHZ WYPUJPWHSLZ WYLVJ\WHJPVULZ KL SHZ NLYLUJPHZ LU LS 7HxZ ` UV LZ HQLUV H SH YLHSPKHK T\UKPHS 3H LUJ\LZ[H T\UKPHS KL *,6Z X\L KLZHYYVSS} 7^* PUKPJH X\L! ,S KL SVZ *,6Z H UP]LS T\UKPHS LZ[mU WYLVJ\WHKVZ WVY SH KPZWVUPIPSPKHK KL OHIPSPKHKLZ JSH]L LU LS TLYJHKV ,Z[V Z\THKV H SH YLHSPKHK X\L 3H NLULYHJP}U KLS TPSLUPV [PLUL \UH PUJPKLUJPH PTWVY[HU[L LU SVZ WSHULZ KLS M\[\YV KL SHZ LTWYLZHZ KLIPKV X\L WHYH LS H|V ZL LZ[PTH X\L LZ[H NLULYHJP}U YLWYLZLU[HYm LS KL SH M\LYaH SHIVYHS T\UKPHS ,U LZ[H NLULYHJP}U ZL LUJ\LU[YHU Q}]LULZ TLUVYLZ KL H|VZ X\L PUJVYWVYHU \UH ZLYPL KL JVUJLW[VZ ` HJ[P[\KLZ ` TVKHSPKHKLZ U\L]HZ WHYH SH ]PZ[H KL Z\Z LTWSLHKVYLZ X\PLULZ LU Z\ TH`VYxH ZLYxHU KL V[YH NLULYHJP}U ` [PLULU \UH ]PZP}U TmZ [YHKPJPVUHS LU LS THULQV KLS YLJ\YZV O\THUV ` SVZ JVTWVY[HTPLU[VZ KLZLHKVZ +LZLHU X\L Z\Z TLU[VYLZ LZ[tU ZPLTWYL HS [HU[V KL LSSVZ X\L ZL SVZ YL[YVHSPTLU[L ` TV[P]L JVU MYLJ\LUJPH ZL SLZ IYPUKL \U LU[VYUV KL [YHIHQV Ã…L_PISL ,Z ]LYKHK LU[YL SVZ [LTHZ KL TH`VY PTWVY[HUJPH WHYH SVZ *,6Z KLS T\UKV LZ PKLU[PÄJHY H[YHLY ` YL[LULY HS [HSLU[V O\THUV YLX\LYPKV WHYH Z\ ULNVJPV 3H YL[LUJP}U KLS [HSLU[V ZL LUJ\LU[YH LU[YL SVZ WYPUJPWHSLZ KLZHMxVZ X\L LUMYLU[HU SHZ LTWYLZHZ LU LS 7LY‚ OV` LU KxH ,U LS LZ[\KPV KLUVTPUHKV º;LUKLUJPHZ KL 9L[LUJP}U KLS ;HSLU[V 7LY‚ » YLHSPaHKH H .LYLU[LZ KL 9LJ\YZVZ /\THUVZ ` KL (KTPUPZ[YHJP}U ` -PUHUaHZ KL LTWYLZHZ SVJHSLZ WVY 7^* LU LS 7LY‚ ` /)* *VUZ\S[VYLZ : ( * LZ[H YLHSPKHK T\LZ[YH X\L LS KL SHZ LTWYLZHZ I\ZJH [LULY \UH YV[HJP}U TLUVY HS ` \U KL LSSHZ \UH TLUVY H 5V VIZ[HU[L ZVSV LS SVNYH VI[LULY SH YV[HJP}U KLZLHKH ,U[YL SHZ WYmJ[PJHZ TmZ PTWSLTLU[HKHZ LZ[mU SHZ KL YLJS\[HTPLU[V ` ZLSLJJP}U KL WLYZVUHS

HZx JVTV LU SH NLZ[P}U KLS JSPTH ` J\S[\YH VYNHUPaHJPVUHS JVU xUKPJLZ KL HWSPJHIPSPKHK KLS ` YLZWLJ[P]HTLU[L 4PLU[YHZ X\L SHZ WYmJ[PJHZ YLMLYLU[LZ H SH I‚ZX\LKH KL \U LX\PSPIYPV LU[YL SH ]PKH SHIVYHS ` WLYZVUHS MHTPSPHY ZVSV SSLNHU H HSJHUaHY \U UP]LS TLUVY KL KL PTWSLTLU[HJP}U LU SHZ LTWYLZHZ SVJHSLZ *VTV JVUJS\ZPVULZ KLS LZ[\KPV YLHSPaHKV ZL LUJVU[YHYVU ZLPZ NY\WVZ KL WYmJ[PJHZ X\L [PLULU \UH PUJPKLUJPH WVZP[P]H ZVIYL SVZ xUKPJLZ KL YV[HJP}U KL WLYZVUHS WHYH SHZ LTWYLZHZ JVTV ZVU! +LZHYYVSSV KL SxULHZ KL JHYYLYH :PZ[LTHZ KL TLKPJP}U KLS KLZLTWL|V 7YVJLZVZ KL YLJS\[HTPLU[V ` ZLSLJJP}U LZ[\KPVZ ` HJJPVULZ WHYH TLQVYHY LS JSPTH SHIVYHS PTWSLTLU[HJP}U KL WYVNYHTHZ KL JHWHJP[HJP}U 0KLU[PÄJHJP}U KLS WLYZVUHS JSH]L :PU LTIHYNV KLILTVZ [LULY LU J\LU[H X\L KLU[YV KL LZ[HZ WYmJ[PJHZ L_PZ[LU JPLY[VZ LSLTLU[VZ JSH]L WHYH X\L LS t_P[V ZLH TH`VY 7VY LQLTWSV UV IHZ[H JVU [LULY PKLU[PÄJHKV HS WLYZVUHS JSH]L ZPU X\L ZL [LUNH \UH SxULH KL JHYYLYH JSHYH WHYH SH WLYZVUH ` X\L SH LTWYLZH SL IYPUKL SVZ LSLTLU[VZ ` YLJ\YZVZ ULJLZHYPVZ WHYH X\L J\TWSH JVU Z\Z TL[HZ HZx JVTV HJVTWH|HY LZ[H JVUZLJ\JP}U KL TL[HZ JVU PUJLU[P]VZ TVUL[HYPVZ ` UV TVUL[HYPVZ HJVYKLZ JVU SHZ ULJLZPKHKLZ KLS JVSHIVYHKVY ` X\L THYX\LU \UH KPMLYLUJPHJP}U LU LS ZLU[PY KL WLY[LULUJPH ` JVTWYVTPZV KL TPZTV JVU SH LTWYLZH +LILTVZ YLJVYKHY X\L ¸*HKH VYNHUPaHJP}U [PLUL Z\ WYVWPH J\S[\YH UV L_PZ[L \UH YLJL[H ‚UPJH WHYH KPZTPU\PY SH YV[HJP}U KL WLYZVUHS WLYV LU LZ[L LZ[\KPV LUJVU[YHTVZ WYmJ[PJHZ JVT\ULZ LU SHZ X\L [VKHZ SHZ LTWYLZHZ KLILU WVULY tUMHZPZ 7HYH SVNYHY YLZ\S[HKVZ LZ Z\THTLU[L PTWVY[HU[L JVU[HY JVU LS JVTWYVTPZV KL SH HS[H NLYLUJPH [LULY WYVJLZVZ ` WVSx[PJHZ JSHYHTLU[L LZ[HISLJPKHZ KLZHYYVSSHY SxULHZ KL JHYYLYH LU[LUKLY SHZ TV[P]HJPVULZ KLS WLYZVUHS ` HSPULHY SHZ TL[HZ KL SH LTWYLZH JVU SH KL Z\Z JVSHIVYHKVYLZ¹

*VUZ\S[VYxH LU NLZ[P}U O\THUH CLIMA ORGANIZACIONAL

+(9 :63<*065,: ,UJVU[YHTVZ mYLHZ KL VWVY[\UPKHK WHYH Z\ VYNHUPaHJP}U H [YH]tZ KL SH TLKPJP}U KL SHZ KPZ[PU[HZ ]HYPHISLZ KLS JSPTH VYNHUPaHJPVUHS ` SVZ HJVTWH|HTVZ LU LS LZ[HISLJPTPLU[V KL WSHULZ ]PHISLZ ` LMLJ[P]VZ X\L PTWHJ[LU LU SH VYNHUPaHJP}U MH]VYHISLTLU[L

.PHUPUH 9ma\YP 9LH|V NYHa\YP'KHYZVS\JPVULZ JVT WL ^^^ KHYZVS\JPVULZ JVT WL

.LYTmU =HSSLQVZ (WV`HTVZ HS JSPLU[L H VI[LULY YLZ\S[HKVZ LU LS ULNVJPV H WHY[PY KL SH NLZ[P}U KLS YLJ\YZV O\THUV! ,]HS\HJP}U KLS KLZLTWL|V WVY YLZ\S[HKVZ WYVNYHTHZ KL JVTWL[LUJPHZ TLQVYH KLS JSPTH VYNHUPaHJPVUHS V[YVZ

151

N]HSSLQVZ'KOTJVUZ\S[VYLZ JVT JVU[HJ[V'KOTJVUZ\S[VYLZ JVT ^^^ KOTJVUZ\S[VYLZ WL +OTJVUZ\S[VYLZ

*VUZ\S[VYxH LU NLZ[P}U O\THUH CLIMA ORGANIZACIONAL

153

1PaH AmYH[L (TH`V

-69,? ,ZWLJPHSPZ[HZ LU +PHNU}Z[PJV (UmSPZPZ ` 7YVW\LZ[HZ KL 4LQVYH KLS *SPTH 3HIVYHS ,]HS\HJP}U 7ZPJVZVJPHS 3L` +LZHYYVSSV KLS ;HSLU[V /\THUV

QPaH aHYH[L'MVYL_JVUZ\S[VYLZ JVT ^^^ MVYL_JVUZ\S[VYLZ JVT

.HIYPLSH )HYKHSLZ 4

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4LKPJP}U ` HUmSPZPZ KLS ZLU[PY VYNHUPaH[P]V WHYH WVZ[LYPVY HWSPJHJP}U KL LZ[YH[LNPHZ H SH TLKPKH KL JHKH YLHSPKHK

NITHZVJPHKVZ'[LYYH JVT WL NITFHZVJPHKVZ'JSHYVLTWYLZHZ JVT WL ^^^ NITHZVJPHKVZ JVT

,UYPX\L *Om]La .\YTLUKP 7PSHY <NHa +LS (N\PSH *VUZ\S[VYxH LZWLJPHSPaHKH LU KPHNU}Z[PJV KLS JSPTH SHIVYHS KPZL|V KL LZ[Y\J[\YHZ PUJLU[P]VZ ` LUJ\LZ[HZ ZHSHYPHSLZ HZx JVTV NLZ[P}U KLS KLZLTWL|V WVY JVTWL[LUJPHZ

LJOH]La'JVTWLUZH JVT WL W\NHa'JVTWLUZH JVT WL ^^^ JVTWLUZH JVT WL

*VUZ\S[VYH NSVIHS LZWLJPHSPaHKH LU SH JYLHJP}U TLQVYH ` THU[LUPTPLU[V KL L_JLSLU[LZ HTIPLU[LZ KL [YHIHQV 7\ISPJH LS YHURPUN 3HZ 4LQVYLZ ,TWYLZHZ WHYH ;YHIHQHY LU TmZ KL WHxZLZ

*H[OPH )YPUNHZ 4LUH JH[OPH IYPUNHZ'NYLH[WSHJL[V^VYR JVT ^^^ NYLH[WSHJL[V^VYR JVT WL

154

*VUZ\S[VYxH LU NLZ[P}U O\THUH CLIMA ORGANIZACIONAL

.YLNVY` )YxVZ 9P]LYH -\SS +H` KL 05;,.9(*065 3()69(3 [VKV PUJS\xKV! I\ZLZ JS\I JHTWLZ[YL HST\LYaV N`TROHUH VYNHUPaHJPVUHS JVU ]HSVYLZ JVSVYLZ ` S‚KPJH WHY[PJPWHJP}U OVYPaVU[HS KL M\SS [YHIHQV LU LX\PWV -PLZ[H HS H[HYKLJLY ` OVYH SVJH

974

97* NYLNVY`IYPVZ'NYLJV[V\YZL]LU[VZ JVT ^^^ NYLJV[V\YZL]LU[VZ JVT

/)* ,]HS\HTVZ LS JSPTH KL SHZ VYNHUPaHJPVULZ PKLU[PÄJHUKV SHZ ]HYPHISLZ JYx[PJHZ ` SHZ [YHUZMVYTHJPVULZ ULJLZHYPHZ LU LSSHZ +PZL|HTVZ ` HWSPJHTVZ LZ[YH[LNPHZ TLKPISLZ WHYH Z\ TLQVYH ZVZ[LUPISL NLULYHUKV JVUZJPLUJPH KL YLZWVUZHIPSPKHK LU JHKH PU[LNYHU[L

,Z[LSH /LYUmUKLa /\NV )H\THUU (SPJL *V[[SL HZPZ[LU[L'OIJJVUZ\S[VYLZ JVT ^^^ OIJJVUZ\S[VYLZ JVT

7H[YPJPH 4HYxU

+PHNU}Z[PJV KL *SPTH 6YNHUPaHJPVUHS ` .LZ[P}U KL MHJ[VYLZ

JVU[HJ[V'OLHKO\U[LYZ HK]PZVYZ JVT ^^^ OLHKO\U[LYZ HK]PZVYZ JVT

.PHJVTV =LYTL 9HMHLS /LYUmUKLa 5VZ LUMVJHTVZ LU YLJVUVJLY SHZ TV[P]HJPVULZ PU[LYUHZ ` L_[LYUHZ KL Z\Z JVSHIVYHKVYLZ JVU LS ÄU KL YLHSPaHY \U HUmSPZPZ PU[LNYHS KL Z\Z JSPTH VYNHUPaHJPVUHS ` V[VYNHYSL SHZ OLYYHTPLU[HZ WHYH X\L NLZ[PVUL Z\ [HSLU[V O\THUV JVU LÄJPLUJPH

YHMHLS'O\THUP[HL JVT WL PUMV'O\THUP[HL JVT WL ^^^ O\THUP[HL JVT WL

/<469 ,5 :,906 5\LZ[YV VIQL[P]V LZ TLQVYHY LS JSPTH SHIVYHS KL SHZ LTWYLZHZ TLKPHU[L JHWHJP[HJP}U WYVNYHTHZ [HSSLYLZ ` JVUMLYLUJPHZ L]LU[VZ LZWLJ[mJ\SVZ JVU TLUZHQL ` JVT\UPJHJP}U PU[LYUH HJ[P]HJPVULZ <[PSPaHTVZ LS O\TVY JVTV OLYYHTPLU[H WHYH TLQVYHY SHZ YLSHJPVULZ PU[LYWLYZVUHSLZ KL SVZ JVSHIVYHKVYLZ

4HYPILS .HZ[\SV THYPILS'O\TVYLUZLYPV WL ^^^ O\TVYLUZLYPV WL

156

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3H\YH 9HTVZ 4LKPTVZ SHZ WLYJLWJPVULZ NLULYHKVYHZ KLS JSPTH SHIVYHS YLVYPLU[mUKVSHZ TLQVYHUKV HJ[P[\KLZ ` WYVK\J[P]PKHK KL SVZ JVSHIVYHKVYLZ

JVUZ\S[HZ'SHYJ WL ^^^ SHYJ WL

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4,9*,9 +PZL|HTVZ ` HWSPJHTVZ LZ[\KPVZ KL *SPTH 6YNHUPaHJPVUHS KL HJ\LYKV JVU SH J\S[\YH ` SHZ LZ[YH[LNPHZ KL Z\ JVTWH|xH L PKLU[PÄJHTVZ SHZ MVY[HSLaHZ ` mYLHZ KL TLQVYHTPLU[V LU SVZ KPMLYLU[LZ LU[VYUVZ KLS [YHIHQV

JOLPUTHU'SPKLYHUKV JVT WL ^^^ SPKLYHUKV JVT WL

(KYPHUH .VUamSLa HKYPHUH NVUaHSLa'TLYJLY JVT ^^^ TLYJLY JVT WL

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VYPLU[H'VYPLU[H WL ^^^ VYPLU[H WL

:PS]PHSPSP =HSKP]PH -LYUHUKV .VUaHSLZ 4LKPTVZ LS UP]LS KL ZH[PZMHJJP}U KLS JSPLU[L PU[LYUV TLKPHU[L LUJ\LZ[HZ OLJOHZ H Z\ TLKPKH ` KPZL|HTVZ WSHULZ KL HJJP}U KL TLQVYH H [YH]tZ KL ^VYRZOVWZ

Z]HSKP]PH'WLYZVUUHSPH WL MNVUaHSLZ'WLYZVUUHSPH WL ^^^ WLYZVUUHSPH WL

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PUMV'WYV^VYR WL ^^^ WYV^VYR WL

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174

ARTICULO

Importancia de la adecuada gestión de la Cultura Organizacional ¿Por qué Nokia perdió su reinado, Samsung se convierte en el nuevo líder tecnológico y Apple ve en peligro su sostenibilidad sin Jobs? ¿Qué es lo que hace diferente a una organización? :P IPLU LZ JPLY[V ]LTVZ NYHUKLZ LTWYLZHZ LU [VKV LS T\UKV KL KPZ[PU[V Y\IYV OHJPLUKV TPS ` \U PU]LYZPVULZ ¦X\t OHJL X\L \UH ZLH TmZ L_P[VZH ` V[YHZ UV [HU[V& ¦8\t OHJL X\L H‚U [LUPLUKV SH TH`VY [LJUVSVNxH LS KLZLTWL|V KL t_P[V UV ZLH LS TPZTV WHYH [VKHZ& ¦8\t OHJL X\L [LUPLUKV LZ[YH[LNPHZ ` VIQL[P]VZ T\` ZPTPSHYLZ SH JVUZLJ\JP}U KL SHZ TPZTHZ ZLH YLSH[P]H& 3H YLZW\LZ[H LZ[m LU LS cómo. 4mZ HSSm KLS ¸X\t¹ ]LUKV ¸X\t¹ TmX\PUH [LUNV ¸X\t¹ [LJUVSVNxH [LUNV ¸X\t¹ WLYZVUHZ [LUNV ¸X\t¹ VIQL[P]VZ [LUNV¯ LS ‚UPJV YLHSPaHKVY KL SH KPMLYLUJPH LZ LS cómo KL JHKH qué J}TV ]LUKV J}TV \ZV TP THX\PUHYPH J}TV \ZV SH [LJUVSVNxH J}TV HWYV]LJOV LS YLJ\YZV O\THUV L[J ` LS J}TV OHJL ZPULYNPH JHKH qué ,Z KLJPY J}TV PU[LYHJ[‚H JHKH WYVJLZV JVU JHKH WLYZVUH JVU JHKH VIQL[P]V L[J ¿Cuáles son los cómo o diferenciadores de una organización? +VZ LTWYLZHZ W\LKLU [LULY L_HJ[HTLU[L LS TPZTV WSHU LZ[YH[LNPH L PUMYHLZ[Y\J[\YH :PU LTIHYNV SH LQLJ\JP}U ZLYm JVTWSL[HTLU[L KPMLYLU[L KL HJ\LYKV H las competencias, los valores y la cultura KL JHKH 6YNHUPaHJP}U 3H J\S[\YH Z\TH[VYPH KL TPZP}U ]PZP}U ]HSVYLZ ` JVTWL[LUJPHZ LZ LS KPMLYLUJPHKVY JSH]L X\L THYJHYm LS t_P[V KL SVZ YLZ\S[HKVZ ,S LSLTLU[V JVT‚U H LZ[VZ LZ! la persona; WVY [HU[V LZ[L ZLYm LS KPMLYLUJPHKVY ZPLTWYL ` J\HUKV SHZ WLYZVUHZ SV ]P]HU LU [VKV SV X\L OHJLU ` J}TV SV OHJLU SH J\S[\YH UV ZL OHJL ZVSHTLU[L KL HÄJOLZ LU SHZ WHYLKLZ ` TLYJOHUKPZPUN LZ[VZ ZVU PUZ[Y\TLU[VZ KL PUMVYTHJP}U ` UV KL [YHZMVYTHJP}U :P HSN\PLU ZHIxH PU[\P[P]HTLU[L X\L SHZ personas ZVU PTWVY[HU[LZ LU \UH VYNHUPaHJP}U HOVYH `H ZHIL WVY X\t ¿Cuál es la realidad de los cómos o diferenciadores? +L HJ\LYKV HS TVKLSV ZP LZ X\L SV L_PZ[L KL JHKH VYNHUPaHJP}U WVKYxHU LZ[HY TmZ JVUJLU[YHKVZ LU LS KLZHYYVSSV KL [LJUVSVNxH PUMYHLZ[Y\J[\YH L[J V WVKYxHU YLJVUVJLY LS WHWLS JSH]L KL NLZ[PVUHY \UH J\S[\YH VYNHUPaHJPVUHS ,QLTWSV! /LTVZ JVUVJPKV LS LZ[HUJHTPLU[V KL Z‚WLY LTWYLZHZ Z‚WLY [VW LU [VKV X\L UV SVNYHU H]HUaHY TmZ HS YP[TV X\L X\PZPLYHU V X\L SV OHJLU JVU \UH HS[H PUZH[PZMHJJP}U KL Z\ NLU[L SxVZ PU[LYUVZ HS[H YV[HJP}U WVJV JVTWYVTPZV L[J H WLZHY KL JVU[HY JVU SH TLQVY [LJUVSVNxH L PUMYHLZ[Y\J[\YH KLS WSHUL[H¯ ¦8\t LZ[m MHS[HUKV& 3H KPMLYLUJPH LZ[m LU SH HW\LZ[H! ¦WVY SH TmX\PUH V SHZ WLYZVUHZ& 7HYH X\PLU Z}SV HW\LZ[H WVY SHZ TmX\PUHZ! <UH TmX\PUH KL <:+ W\LKL UV ZLY JHYV H Z\Z VQVZ WLYV \U WYVNYHTH KL KLZHYYVSSV KL SPKLYHaNV KL <:+¯ LZV Zx SL WHYLJL JHYV U\L]HTLU[L ]LTVZ

tUMHZPZ LU JVUZ[Y\PY LS qué ` UV LS cómo +LQHTVZ JVTV WYLN\U[H ¦7VY X\t UV HWVZ[HY WVY HTIVZ&¦8\LYLTVZ WLYZVUHZ X\L KLU SV TLQVY WVY SVZ JSPLU[LZ ZPU KHYSV UVZV[YVZ WVY SHZ WLYZVUHZ& ¿Cómo gestionar exitosamente las Competencias, Valores y Cultura? ,TWPLJL WVY WYLN\U[HYZL JVTV LTWYLZH ¦8\PtU LZ& ¦8\PtU X\PLYL ZLY& +L HOx VI[LUNH Z\ 4PZP}U ` =PZP}U ` UV [VTL LZ[V JVTV \U PUZ[Y\TLU[V KL THYRL[PUN LZ X\PtU ,: ` UV ZVSV X\t X\PLYL ¸WHYLJLY¹ 3\LNV KLÄUH Z\Z JVTWL[LUJPHZ ` ]HSVYLZ WHY[PLUKV KL KPMLYLUJPHYSVZ `H X\L PUJS\ZV LU LZ[VZ [PLTWVZ T\JOHZ LTWYLZHZ ` JVSLNHZ JVUZ\S[VYLZ UV JVTWYLUKLU SH KPMLYLUJPH LU[YL HTIHZ ` [LYTPUHU JVUZ[Y\`LUKV JVUM\ZP}U LU SHZ WLYZVUHZ ` SHZ LTWYLZHZ OmNHSLZ SH WYLN\U[H ` JVTWY\tILSV @H KLÄUPKVZ JVUZ[Y\`H SVZ PUKPJHKVYLZ [HU[V WHYH JVTWL[LUJPHZ JVTV WHYH ]HSVYLZ LZ[H WHY[L KLILY ZLY HJVTWH|HKH KL LZWLJPHSPZ[HZ WHYH HZLN\YHY SH JVUNY\LUJPH ` \[PSPKHK KL SHZ TPZTHZ LU LS ULNVJPV ` Z\Z WYVW}ZP[VZ *VU LZ[V YLHSPaHKV VI[LUKYm WHYmTL[YVZ WHYH WVKLY YLHSPaHY TLKPJPVULZ ` NLZ[PVUHY J\HU[P[H[P]HTLU[L JHKH MVY[HSLaH ` VWVY[\UPKHK KL TLQVYH KL SH 6YNHUPaHJP}U 5VZV[YVZ SL OLTVZ WLYTP[PKV `H H TmZ KL \UH LTWYLZH SV X\L V[YVZ OHU KPJOV X\L LZ PTWVZPISL JVTV LS OLJOV KL NLZ[PVUHY SVZ ]HSVYLZ JVU PUKPJHKVYLZ WVY WLYZVUHZ mYLHZ L[J KLJxHU X\L LZ T\` ¸HIZ[YHJ[V¹ WHYH NLZ[PVUHYSV WVY UV KLJPY UV Zt J}TV No cometa estos 3 graves errores en su gestión: ‹ =LY SH NLZ[P}U KL SH J\S[\YH ]HSVYLZ ` JVTWL[LUJPHZ JVTV \U HZ\U[V W\YHTLU[L JVT\UPJHJPVUHS TPSLZ KL LTWYLZHZ SV [PLULU LU Z\Z WHYLKLZ LU HÄJOLZ TLYJOHUKPZPUN L[J ` UV OHU TLQVYHKV LU UHKH H|V H H|V ZVIYL LZ[VZ [LTHZ ‹ =LY SH NLZ[P}U KL SH J\S[\YH ]HSVYLZ ` JVTWL[LUJPHZ JVTV \U HZ\U[V KL 99// ` UV KL [VKH SH 6YNHUPaHJP}U LU LZWLJPHS KL Z\Z SxKLYLZ ‹ 4HULQHY SH J\S[\YH ]HSVYLZ ` JVTWL[LUJPHZ KL THULYH PU[\P[P]H ZPU PUKPJHKVYLZ UP \U WSHU KL KLZHYYVSSV ` ZVZ[LUPIPSPKHK -PUHSTLU[L ZLWH X\L [VKH 6YNHUPaHJP}U [PLUL \UH J\S[\YH ]HSVYLZ ` JVTWL[LUJPHZ :PU LTIHYNV W\LKL X\L WVY J\S[\YH [LUNH L_HJ[HTLU[L SHZ JVZHZ X\L UV KLZLH ` SL OHJLU KH|V H Z\ VYNHUPaHJP}U ` JVU LSSV H SH NLU[L X\L WVY ]HSVYLZ [LUNH HU[P]HSVYLZ ` WYPTL SH SL` KLS TmZ M\LY[L LS TmZ ]P]V LS TmZ WH[LYV LS TmZ WYLWV[LU[L L[J @ X\L SHZ JVTWL[LUJPHZ ÄUHSTLU[L L_PZ[HU KL THULYH YLSH[P]H LU SH VYNHUPaHJP}U LZ KLJPY LU HSN\UVZ Zx ` LU V[YVZ UV LU HSN\UHZ mYLHZ Zx ` LU V[YHZ UV JVU]PY[PLUKV [VKV LSSV LU \U ]LYKHKLYV H[LU[HKV JVU[YH SH WYVWPH VYNHUPaHJP}U X\L OPS]HUH Z\ MVYTH KxH H KxH KLZKL Z\ WYVWPV JVYHa}U H ]LJLZ ZPU ZHILYSV Javier Villanueva Bravo 7ZPJ}SVNV ` *VHJO LU 143 *VUZ\S[VYLZ .LYLUJPHSLZ :(*

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ARTICULO

Recursos para la Capacitación: Andragogía aplicada ,S ZPZ[LTH KL HWYLUKPaHQL OH L]VS\JPVUHKV LU LS [PLTWV ¦:HIxH \Z[LK X\L \[PSPaHTVZ [HU ZVSV LS KL U\LZ[YH JHWHJPKHK UL\YVUHS [V[HS ` X\L SVZ Z\WLYKV[HKVZ \ZHU LS & ,Z[V UVZ KH \UH PKLH KL SV LUVYTL L PUL_WSVYHKV WV[LUJPHS KLS M\UJPVUHTPLU[V JLYLIYHS ` KL U\LZ[YH WLYJLWJP}U KLS T\UKV X\L UVZ YVKLH ¿Cómo funciona la mente? 3H YLHSPKHK SH JVUZ[Y\`L SH TLU[L ` LSSH M\UJPVUH H [YH]tZ KL U\LZ[YH PU[LSPNLUJPH LTVJPVUHS 7YPTLYV ZLU[PTVZ ` S\LNV HJ[\HTVZ ,U 753 UVZ YLMLYPTVZ H JHUHSLZ WVY SVZ J\HSLZ PU[LYWYL[HTVZ HS T\UKV X\L UVZ YVKLH! (\KP[P]V =PZ\HS ` 2PULZ[tZPJV 3VZ HK\S[VZ JYLHU Z\ WLYJLWJP}U KLS T\UKV IHZHKV LU Z\Z L_WLYPLUJPHZ X\L SSL]HKH WVY SH LZJHSLYH KL SH PUMLYLUJPH NLULYH \U ZPZ[LTH KL JYLLUJPHZ (OVYH IPLU SHZ JYLLUJPHZ W\LKLU ZLY WV[LUJPHKVYHZ ZPU LTIHYNV LUTHYJHKHZ LU LS JVUKPJPVUHTPLU[V NLULYHU \UH ZLYPL KL WHYHKPNTHZ X\L LUJHYJLSHU HS PUKP]PK\V LU YLZ[YPUNPY Z\Z WVZPIPSPKHKLZ KL WLUZHTPLU[VZ Coaching y cambios: ,S JVHJOPUN HWSPJHKV HS HWYLUKPaHQL LZ HIYPY U\L]HZ Y\[HZ HS ZPZ[LTH UL\YVS}NPJV NLULYHUKV U\L]HZ JVUL_PVULZ X\L WLYTP[PYmU U\L]VZ ZPZ[LTHZ KL WLUZHTPLU[VZ ( [YH]tZ KL WYLN\U[HZ WVKLYVZHZ LS *VHJO H`\KH H KLZJ\IYPY J\mSLZ ZVU SHZ JYLLUJPHZ SPTP[HU[LZ X\L PTWPKLU HS PUKP]PK\V H]HUaHY ,Z[H [VTH KL JVUZJPLUJPH ` LTWVKLYHTPLU[V SV [PLUL LS JVHJOLL X\PLU WPLUZH U\L]HTLU[L LU WVZPIPSPKHKLZ UV ]PZ[HZ HU[LZ Estilos de aprendizaje: 3H HUKYHNVNxH LZ HS HK\S[V SV X\L SH WLKHNVNxH LZ HS UP|V ,SSH WLYTP[L L_WSVYHY SVZ KPMLYLU[LZ LZ[PSVZ KL HWYLUKPaHQL KLS HK\S[V! HSN\UHZ WLYZVUHZ ZVU TmZ [L}YPJHZ V[YVZ TmZ WYmJ[PJVZ V WYHNTm[PJVZ 3H HUKYHNVNxH HWSPJHKH WLYTP[L LUSHaHY JVU LS JVHJOPUN ` SH 753 U\L]HZ HS[LYUH[P]HZ KL HWYLUKPaHQL LU LS YVS KLS MHJPSP[HKVY ([YmZ LZ[m LS [PLTWV LU LS J\mS \U 77; LYH Z\ÄJPLU[L WHYH PS\Z[YHY SVZ JVUJLW[VZ X\L X\LYxHTVZ MVYaHY LU SH TLU[L KL SHZ WLYZVUHZ 7\LZ UV WVKLTVZ MVYaHY LS HWYLUKPaHQL Z}SV OHJLY WLUZHY

( [YH]tZ KL KPUmTPJHZ ` Q\LNVZ ZPZ[tTPJVZ ` TL[HM}YPJVZ HIYPTVZ JHTWV HS H\[VJ\LZ[PVUHTPLU[V WHYH \U TLQVY LU[LUKPTPLU[V KL SH HWSPJHJP}U WYVWPH KLS HWYLUKPaHQL H UP]LS PUKP]PK\HS .LULYHY LTVJPVULZ H [YH]tZ KL SVZ JHUHSLZ KL SH 753 [YHUZTP[L H SVZ WHY[PJPWHU[LZ \U WYVM\UKV KLZLV KL JHTIPV X\PtU LU Z\ MHZL KL L_WSVYHJP}U [VTH LU[VUJLZ JVUZJPLUJPH PU[LYtZ ` JVTWYVTPZV LU Z\ [YHUZMVYTHJP}U H [YH]tZ KL SH HWSPJHJP}U KPYLJ[H KLS JVUVJPTPLU[V TIPS para el Facilitador:

;LULY JVUZJPLUJPH JSHYH KL SHZ ULJLZPKHKLZ KL HWYLUKPaHQL KL SVZ WHY[PJPWHU[LZ 7VZPJPVUHYZL JVTV \UH M\LU[L KL JVUVJPTPLU[VZ L_WLYPLUJPHZ L PUMVYTHJPVULZ ,Z[HISLJLY YLSHJPVULZ PU[LYWLYZVUHSLZ JVU SVZ WHY[PJPWHU[LZ VMYLJPLUKV \U JSPTH KL HJLW[HJP}U YLJVUVJPTPLU[V ` WHY[PJPWHJP}U LU[YL SVZ WHY[PJPWHU[LZ 9LZWL[HY ` YLJVUVJLY X\L SVZ WHY[PJPWHU[LZ ZVU SVZ WYV[HNVUPZ[HZ ` X\L KL LSSVZ [PLULU X\L ZHSPY SHZ JVUJS\ZPVULZ (KHW[HYZL H SVZ JHTIPVZ ` YLZWL[HY SVZ [PLTWVZ KL HWYLUKPaHQLZ 0S\Z[YHY SVZ JVUJLW[VZ WYPTLYV JVU LQLYJPJPVZ KPUmTPJVZ S\LNV HWSPJHJP}U ` ÄUHSTLU[L [LVYxH 3SL]HY LS HWYLUKPaHQL H SH HJJP}U WHYH NHYHU[PaHY SH PTWSLTLU[HJP}U

Mauricio Bock 5L\YV*VHJO ` +PYLJ[VY KL +Y\TTPUN <W

186

*VUZ\S[VYxH LU NLZ[P}U O\THUH CONSULTORIA EN FORMACION Y DESARROLLO

6MYLJLTVZ ZVS\JPVULZ KL JHWHJP[HJP}U ` KLZHYYVSSV X\L PTWHJ[LU LU Z\ J\S[\YH VYNHUPaHJPVUHS HZVJPHKVZ H VYNHUPaHJPVULZ KL NYHU WYLZ[PNPV PU[LYUHJPVUHS! =P[HS:THY[Z ;OPUR)\aHU 0U[LY(J[PVU ??0 *OHYHJ[LY -PYZ[ );:( 7LYZVSN LU[YL V[YHZ

PUMV'TL[HUVPH WL ^^^ TL[HUVPH WL

4HYPZVS AL]HSSVZ 2H[PH *VY[tZ 5VZ LUMVJHTVZ LU TVUP[VYLHY ` L]HS\HY LS KLZLTWL|V ` YLUKPTPLU[V KL \U JVSHIVYHKVY ZLN‚U SHZ JVTWL[LUJPHZ X\L L_PNL Z\ W\LZ[V ` SVZ VIQL[P]VZ WSHU[LHKVZ WHYH Z\ WVZPJP}U *YLHTVZ WSHULZ KL HJJP}U ` JHWHJP[HJP}U LUMVJHKVZ LU KLZHYYVSSHY Z\Z OHIPSPKHKLZ ` WYVK\J[P]PKHK

VYPLU[H'VYPLU[H WL ^^^ VYPLU[H WL

0NUHJPV /LYUHUKV 4HY[xU (WV`HTVZ H U\LZ[YVZ JSPLU[LZ LU SH PTWSLTLU[HJP}U KL Z\Z LZ[YH[LNPHZ KL ULNVJPV H [YH]tZ KL ZVS\JPVULZ X\L TLQVYLU LS KLZLTWL|V ` LS [HSLU[V KL Z\Z LX\PWVZ O\THUVZ

POLYUHUKV'V]LYSHW UL[ ^^^ V]LYSHW UL[

?PTLUH 3\UH 5VYPLNH (ZLZVYHTVZ H U\LZ[YVZ WHY[ULY JSPLU[LZ LU KPMLYLU[LZ [LTHZ YLMLYLU[LZ H NLZ[P}U KL WLYZVUHZ WHYH X\L [LUNHU \U PTWHJ[V WVZP[P]V LU SH VYNHUPaHJP}U ` LU [VKVZ Z\Z Z[HRLOVSKLYZ

PUMV'WHY[ULYZOPW JVT WL

*VUZ\S[VYxH LU NLZ[P}U O\THUH CONSULTORIA EN FORMACION Y DESARROLLO

189

,UYPX\L )LKV`H 1\HU 7HISV .HQH[L ,ZWLJPHSPZ[HZ LU JVUZ\S[VYxH LU NLZ[P}U O\THUH ( [YH]tZ KL KPMLYLU[LZ TL[VKVSVNxHZ HUHSPaHTVZ ` KPHNUVZ[PJHTVZ VYNHUPaHJPVULZ ` JVSHIVYHTVZ H Z\ KLZHYYVSSV ` LUMVX\L H [YH]tZ KL SH MVYTHJP}U

Q\HUWHISV NHQH[L'NY\WV[H^H JVT

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0TWSHU[HTVZ ZVS\JPVULZ ` HJJPVULZ MVYTH[P]HZ HZx JVTV WYVNYHTHZ KL KLZHYYVSSV H [YH]tZ KL WYVJLZVZ KL JVHJOPUN LQLJ\[P]V ` KL LX\PWVZ

LUYPX\L ILKV`H'NY\WV[H^H JVT ^^^ NY\WV[H^H JVT

PUMV'[LHTZWPYP[ JVT WL ^^^ [LHTZWPYP[ JVT WL

/\NV (S]HYLa (YHUaHTLUKP ;LSLM}UPJH 3LHYUPUN :LY]PJLZ LZ SH JVTWH|xH KLS NY\WV ;LSLM}UPJH LZWLJPHSPaHKH LU VMYLJLY ZVS\JPVULZ PU[LNYHSLZ KL HWYLUKPaHQL VUSPUL WHYH SH LK\JHJP}U ` MVYTHJP}U

5VZ LUMVJHTVZ LU LS 7V[LUJPHS /\THUV 5\LZ[YVZ WYVNYHTHZ ` [HSSLYLZ VMYLJLU HJVTWH|HTPLU[V LZ[YH[tNPJV WHYH SVNYHY SH WYVK\J[P]PKHK WLYZVUHS ` LTWYLZHYPHS HUOLSHKH ` Z\WLYHY LÄJHaTLU[L SHZ KPÄJ\S[HKLZ TmZ JVT\ULZ LU SH NLZ[P}U KL LX\PWVZ

O\NV HS]HYLaHYHUaHTLUKP'[LSLMVUPJH JVT ^^^ [LSLMVUPJHSLHYUPUNZLY]PJLZ JVT

1VYNL 4\QPJH 9V_HUH 2JVT[ *O

PUMV'[LZVYVZKLSWLY\ VYN QT\QPJH'[LZVYVZKLSWLY\ VYN ^^^ [LZVYVZKLSWLY\ VYN

190

*VUZ\S[VYxH LU NLZ[P}U O\THUH EQUIPOS DE ALTO RENDIMIENTO

7H[YPJPH -SVYLZ -PN\LYVH 0TW\SZHTVZ H SVZ LX\PWVZ H KLZWSLNHY Z\ WV[LUJPHS ` H KLZHYYVSSHY JVTWL[LUJPHZ X\L SLZ WLYTP[H HSJHUaHY \U HS[V KLZLTWL|V ` YLUKPTPLU[V 7YLZ[HTVZ ZLY]PJPVZ KL JVHJOPUN KL LX\PWVZ [LHT I\PSKPUN [HSSLYLZ KL PU[LNYHJP}U ` [YHIHQV LU LX\PWV ` [HSSLYLZ KL JHWHJP[HJP}U LU OHIPSPKHKLZ KPYLJ[P]HZ L PU[LYWLYZVUHSLZ

Ã…VYLZWN'HNHWL JVT WL PUMV'HNHWL JVT WL ^^^ HNHWL JVT WL

9VILY[V =PSSHULZ +PYLJ[VY *VTLYJPHS ,X\PWVZ LÄJHJLZ ` LÄJPLU[LZ WV[LUJPHUKV ]HSVYLZ PUKP]PK\HSLZ ` JVU TLQVYLZ YLZ\S[HKVZ ZPN\PLUKV SH TPZTH ÄSVZVMÓH X\L Z\ SxKLY JVU JVTWYVTPZV LU SH [HYLH ` HS[H JHWHJPKHK KL HWYLUKPaHQL 4V[P]HKVZ ` HS[HTLU[L HWHZPVUHKVZ WVY SVZ YLZ\S[HKVZ

Y]PSSHULZ'HSPHKVZLUTHYRL[PUN JVT ^^^ HSPHKVZLUTHYRL[PUN JVT

*36>5 *6(*/05.

.PZLSSL .\LYYH

,ZWLJPHSPZ[HZ LU ;HSSLYLZ WHYH ,X\PWVZ KL (S[V 9LUKPTPLU[V 9LJVUVJPKVZ WVY SHZ WYPUJPWHSLZ LTWYLZHZ JVTV \UH WYVW\LZ[H KP]LY[PKH PUUV]HKVYH KL HS[V PTWHJ[V ` LMLJ[P]PKHK

PUMVYTLZ'JSV^UJVHJOPUN JVT

*9,*, *65:<3;69,: 6MYLJLTVZ ZLY]PJPVZ KL JHWHJP[HJP}U PKLHSLZ WHYH WV[LUJPHY LS HS[V YLUKPTPLU[V KLU[YV KL \UH VYNHUPaHJP}U NLULYHUKV JVU LSSV \U TLQVY KLZLU]VS]PTPLU[V X\L NLULYL LÄJPLUJPH ` LÄJHJPH ;VKV LSSV LU WYV KL \U LX\PSPIYPV [YHIHQV MHTPSPH

^^^ JSV^UJVHJOPUN JVT

(UH :H`mU PUMVYTLZ'JYLJLJVUZ\S[VYLZ JVT ^^^ JYLJLJVUZ\S[VYLZ JVT

+9<4405. <7

>HS[LY :V[VTH`VY 4H\YPJPV )VJR

*HWHJP[HJPVULZ ^VYRZOVWZ V\[KVVYZ 3LNV :LYPV\Z 7SH` JVHJOPUN WLYZVUHS LQLJ\[P]V ` KL LX\PWVZ KPUmTPJHZ T\ZPJHSLZ ` JVU HY[L J\SPUHYPV ` TmZ

JVU[HJ[V'KY\TTPUN\W JVT ^^^ KY\TTPUN\W JVT

194

*VUZ\S[VYxH LU NLZ[P}U O\THUH EQUIPOS DE ALTO RENDIMIENTO

2(9+0( ;,(4 :VTVZ LZ[YH[LNHZ LU LS KLZHYYVSSV KLS [HSLU[V O\THUV ` L_WLY[VZ LU NLZ[P}U KL JHTIPVZ VYNHUPaHJPVUHSLZ (`\KHTVZ H L_WHUKPY LS WV[LUJPHS KL LX\PWVZ ` WLYZVUHZ \ZHUKV [tJUPJHZ UV]LKVZHZ JVU YLZ\S[HKVZ L_[YHVYKPUHYPVZ WHYH LS JYLJPTPLU[V LTWYLZHYPHS

*HYSVZ 7LSSLNYPUP

PUMVYTHJPVU'RHYKPH[LHT JVT ^^^ RHYKPH[LHT JVT

3,9;69( *65:<3;69,:

1HPTL 3tY[VYH .PUV 3tY[VYH

+PZL|V ` VYNHUPaHJP}U KL WYVNYHTHZ KL JHWHJP[HJP}U LTWYLZHYPHS LU [LTHZ KL [YHIHQV LU LX\PWV SPKLYHaNV ` LX\PWVZ KL HS[V YLUKPTPLU[V

SLY[VYHJVUZ\S[VYLZ'[LYYH JVT WL

6MYLJLTVZ ZVS\JPVULZ KL JHWHJP[HJP}U ` KLZHYYVSSV X\L PTWHJ[LU LU Z\ J\S[\YH VYNHUPaHJPVUHS HZVJPHKVZ H VYNHUPaHJPVULZ KL NYHU WYLZ[PNPV PU[LYUHJPVUHS! =P[HS:THY[Z ;OPUR)\aHU 0U[LY(J[PVU ??0 *OHYHJ[LY -PYZ[ );:( 7LYZVSN LU[YL V[YHZ

^^^ SLY[VYHJVUZ\S[VYLZ JVT

PUMV'TL[HUVPH WL ^^^ TL[HUVPH WL

?PTLUH 3\UH 5VYPLNH ,U[YLUHTVZ H SVZ NY\WVZ KL [YHIHQV WHYH JVU]LY[PYSVZ LU ,X\PWVZ KL (S[V 9LUKPTPLU[V X\L W\LKHU NLULYHY ]HSVY H Z\ VYNHUPaHJP}U

4HY TVU[H|H [YLRRPUN RH`HRZ UH[\YHSLaH KLZHMxVZ LZ[YH[LNPHZ LX\PWVZ ZH[PZMHJJP}U WVY LS SVNYV¯ HWYLUKPaHQLZ ([Yt]L[L H YL[HY H [\ LX\PWV =x]LSV JVU UVZV[YVZ

PUMV'WHY[ULYZOPW JVT WL

,YULZ[V 4mSHNH -YHUJPZJV )HZPSP 9PJHYKV )HSHYLaV

PUMV'WLY\ TPS JVT ^^^ WLY\ TPS JVT

196

*VUZ\S[VYxH LU NLZ[P}U O\THUH ESCALAS SALARIALES

4PS\ZRH )VYUHa (UL_V (UHSPaHTVZ JHKH WVZPJP}U ` Z\ PTWHJ[V LU SH LZ[YH[LNPH KLS ULNVJPV JVU LS ÄU KL KL[LJ[HY KLZ]PHJPVULZ ` NLULYHY LX\PKHK HS PU[LYPVY KL SH LTWYLZH

+PZL|HTVZ \UH LZ[Y\J[\YH ZHSHYPHS WHYH Z\ LTWYLZH HJVYKL JVU LS YLZ\S[HKV KL \UH LUJ\LZ[H ZHSHYPHS KL Z\ ZLJ[VY LJVU}TPJV \[PSPaHUKV TLKPVZ PUMVYTm[PJVZ ` LZ[YH[LNPHZ ]PY[\HSLZ KL S[PTH NLULYHJP}U X\L KHU YLZ\S[HKVZ YmWPKVZ ` JLY[LYVZ

ZLY]PJPVZ'HKLJJV JVT WL ^^^ HKLJJV JVT WL

ÍUNLS )\Z[PSSVZ :\HYLa 974 HI\Z[PSSVZ'HZJSHIVYHS JVT ^^^ HZJSHIVYHS JVT

,UYPX\L *Om]La .\YTLUKP 7PSHY <NHa +LS ÍN\PSH *VUZ\S[VYxH LZWLJPHSPaHKH LU HUmSPZPZ ` L]HS\HJP}U KL W\LZ[VZ KPZL|V KL LZ[Y\J[\YHZ JVU IHUKHZ ZHSHYPHSLZ JVU L_WLYPLUJPH LU LS ZLJ[VY WYP]HKV ` W ISPJV

LJOH]La'JVTWLUZH JVT WL W\NHa'JVTWLUZH JVT WL ^^^ JVTWLUZH JVT WL

4HYPZVS AL]HSSVZ 2H[PH *VY[tZ *VU[HTVZ JVU TL[VKVSVNxH KL ]HUN\HYKPH WHYH PKLU[PÄJHY ` JYLHY LZJHSHZ ZHSHYPHSLZ KL HJ\LYKV HS TLYJHKV ` HS [PWV KL W\LZ[V ZPY]PLUKV KL IHZL WHYH LZ[HISLJLY TVKLSVZ KL NLZ[P}U KL JVTWLUZHJPVULZ HK OVJ WHYH JHKH LTWYLZH

VYPLU[H'VYPLU[H WL ^^^ VYPLU[H WL

3PSPHUH *VYYHSLZ 5\LZ[YH LUJ\LZ[H KL YLT\ULYHJPVULZ ` ILULÄJPVZ HKPJPVUHSLZ LZ LS ZLY]PJPV KL PUMVYTHJP}U ZHSHYPHS SxKLY LU 7LY OLYYHTPLU[H PTWYLZJPUKPISL WHYH NLZ[PVUHY SH WVSx[PJH ZHSHYPHS ` JVU[HY JVU PUMVYTHJP}U LZLUJPHS WHYH LS HUmSPZPZ LZ[YH[tNPJV KL Z\ ZPZ[LTH KL JVTWLUZHJP}U

SPSPHUH JVYYHSLZ'WL W^J JVT ^^^ W^J JVT WL

*VUZ\S[VYxH LU NLZ[P}U O\THUH GESTION DEL CAMBIO

,KNHYK ,ZWPUVaH -\LU[LZ (JVTWH|HTVZ H U\LZ[YVZ JSPLU[LZ LU SH KLÄUPJP}U LSHIVYHJP}U L PTWSLTLU[HJP}U KL 7YVJLZVZ KL *HTIPV

LKNHYK LZWPUVaH'W\SZHY JN JVT ^^^ W\SZHY JN JVT

960 4(5(.,4,5;

:VMxH *}YKVIH

+LÄUPJP}U L PTWSLTLU[HJP}U KL LZ[YH[LNPHZ KL PU[LY]LUJP}U J\S[\YHS ` HWHSHUJHTPLU[V JVT\UPJHJPVUHS X\L NHYHU[PJLU SH KPZWVZPJP}U MH]VYHISL HS JHTIPV SH WHY[PJPWHJP}U HJ[P]H ` SH HSPULHJP}U NSVIHS

ZVÄHJVYKVIH'YVP TW JVT ^^^ YVP TW JVT

9VJJV :VSPTHUV 3PJL[P +LZKL SHZ TmZ PTWVY[HU[LZ LTWYLZHZ JVUMxHU LU UVZV[YVZ SH ZLSLJJP}U KL Z\Z ;HSLU[VZ *VU[HTVZ JVU 6ÄJPUHZ LU 3PTH (YLX\PWH ;Y\QPSSV 7P\YH *OPJSH`V ` *HQHTHYJH

YZVSPTHUV'ZVSPTHUV JVT WL ^^^ ZVSPTHUV JVT WL

,UYPX\L )LKV`H 1\HU 7HISV .HQH[L ,Z[\KPHTVZ SHZ ULJLZPKHKLZ ` YLX\LYPTPLU[VZ KL SHZ VYNHUPaHJPVULZ KL U\LZ[YVZ JSPLU[LZ WYVWVUPLUKV ZVS\JPVULZ LUMVJHKHZ H NLULYHY JHTIPVZ LU SVZ JVTWVY[HTPLU[VZ ` V /HIPSPKHKLZ LU SHZ WLYZVUHZ

Q\HUWHISV NHQH[L'NY\WV[H^H JVT

;,(4 :7090;

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3L TVZ[YHTVZ H SVZ JVSHIVYHKVYLZ KL \UH VYNHUPaHJP}U SHZ OLYYHTPLU[HZ WHYH TLQVYHY SH JVT\UPJHJP}U ` HZx HJLW[HY \UH PUPJPH[P]H ` JVTWYVTPZV HS JHTIPV

LUYPX\L ILKV`H'NY\WV[H^H JVT ^^^ NY\WV[H^H JVT

PUMV'[LHTZWPYP[ JVT WL ^^^ [LHTZWPYP[ JVT WL

=PJ[VYPH -S}YLa 4HaaPUP *VU ]PZP}U ZPZ[tTPJH L PU[LNYHS NLULYHTVZ JHTIPVZ YLHSLZ ` JVUZPZ[LU[LZ PU]VS\JYHUKV H SVZ KPYLJ[P]VZ ` LX\PWVZ KL [YHIHQV LU JHKH L[HWH KLS WYVJLZV

]PJ[VYPH Ã…VYLa'\THUV JVT WL <THUV .SVIHS 7HY[ULYZ 7LY\ <THUV .SVIHS 7HY[ULYZ 7LY\

199

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ยฟPiensas implantar un MODELO DE CAMBIO? Debes leer estoโ ฆ 3H YLZPZ[LUJPH HS JHTIPV WVY WHY[L KL SVZ *63()69(+69,: LZ \UH YLZW\LZ[H UH[\YHS ยฆ8\t JVUK\J[HZ ZVU SHZ X\L JVTPLUaHU H NVILYUHY LS WLUZHTPLU[V O\THUV& (X\x HSN\UVZ ;PWZ X\L KLILZ [LULY LU JVUZPKLYHJP}U WHYH X\L LZ[L WYVJLZV ZLH SV TLUVZ [YH\Tm[PJV ` X\L SH KVSLUJPH ZLH JVY[H LU [tYTPUVZ KL [PLTWV! 1. La escucha, X\L UV LZ V[YH JVZH X\L \IPJHYTL LU LS U\L]V LZJLUHYPV JVUVJLY SVZ PU[LYLZLZ TmZ X\L SHZ ULJLZPKHKLZ KL SV X\L ZL ]PLUL" WVY SV [HU[V TL JVUJLU[YV LU W\SZLHY WLYZVUHZ X\L UVZ ZPY]HU KL UVY[L ZVIYL [VKV ZP UV OH` \UH ]LYZP}U Vร JPHS PUZ[P[\JPVUHS ` Hย U L_PZ[PtUKVSH X\LYLTVZ JVYYVIVYHY SH ]LYHJPKHK KL SH TPZTH Tip: Tener un discurso uniforme, y exento de opiniones personales o supuestos. 2. Ensalzar, ZPU K\KH \UH MVYTH KL HJLYJHYZL H SV X\L ZL ]PLUL LZ JYP[PJHUKV SV WHZHKV ` HWYVIHUKV SHZ PKLHZ U\L]HZ H\UX\L LZ[t LU KLZHJ\LYKV WHYJPHS V [V[HS" SH PKLH LZ TVZ[YHY \UH WZL\KV PKLU[Pร JHJP}U Tip: Que te digan que SI a todo, es tan perjudicial como que no te digan nada, por lo tanto no te emociones, ni alucines que TODO es posible gracias a tรญ. 3. Ceder, X\L KL OLJOV LZ \UH KLTVZ[YHJP}U KL TP HSPULHTPLU[V JVU SV X\L ZL ]PLUL SV X\L UV ZPNUPร JH JVTWYVTPZV ULJLZHYPHTLU[L" SH JSH]L LZ OHJLY ยธSVIIPLZยน JVU WLYZVUHZ HU[L X\PLULZ W\LKH THYRL[LHYTL Tip: Mucho cuidado con los que te dicen tener la soluciรณn a los problemas y la quieren compartir contigo, escucha diferentes voces antes de tomar una decisiรณn. 4. Pulseo, OHZ[H HX\x SSLN} SH WVZPJP}U WHZP]H KL JVUVJPTPLU[V ` HUmSPZPZ HOVYH OH` X\L \IPJHYZL LU \U KL[LYTPUHKV ยธUPJOVยน LZWHJPV SHIVYHS M\[\YV LZ[H LZ SH VWVY[\UPKHK KL TLKPY LS PTWHJ[V L PUร \LUJPH X\L [LUNV ` LS TVTLU[V WHYH HZLN\YHY \U W\LZ[V V YLZWVUZHIPSPKHK WY}_PTH M\[\YH

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Tip: Evita hacer excepciones pues creas precedente y todos van a querer acogerse a รฉl; las normas son para todos, sobre todo para los jefes.

Tip: Hay que tener claro quiรฉn es el esparcidor de rumores, neutralizarlo, pero sobre todo mostrar informaciรณn directa, completa y oportuna, para que no hayan supuestos.

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@LYPRH 4H[H`VZOP :VTVZ \UH LTWYLZH JVUZ\S[VYH JVU HTWSPH L_WLYPLUJPH LU SH MVYTHJP}U ` LU[YLUHTPLU[V KL WYVMLZPVUHSLZ

*36>5 *6(*/05. 3xKLYLZ LU *HWHJP[HJPVULZ 4V[P]HKVYHZ L 0UUV]HKVYHZ KLS HS[V PTWHJ[V ` LMLJ[P]PKHK LU LS +LZHYYVSSV KL /HIPSPKHKLZ ` 9LJ\YZVZ 7LYZVUHSLZ ( TH`VY TV[P]HJP}U TH`VY WYVK\J[P]PKHK

JVUZ\S[VYPH'J`V JVT WL ^^^ J`V JVT WL

.PZLSSL .\LYYH [HSSLYLZ'JSV^UJVHJOPUN JVT ^^^ JSV^UJVHJOPUN JVT

226

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1VZt (U[VUPV 4HYYVX\xU 3xZ[LY 3VZ YLZ\S[HKVZ L_P[VZVZ JVU U\TLYVZVZ JSPLU[LZ UVZ WLYTP[LU NHYHU[PaHYSLZ WYVNYHTHZ }W[PTVZ WHYH LS KLZHYYVSSV KL Z\ M\LYaH KL ]LU[HZ LU M\UJP}U H SHZ ULJLZPKHKLZ KL Z\ VYNHUPaHJP}U

QVZLHU[VUPV'QTSJVUZ\S[VYLZ JVT ^^^ QTSJVUZ\S[VYLZ JVT

-HIPVSH *YLZWV 4VYmU ,_WLY[VZ LU JHWHJP[HJP}U JVTLYJPHS =LU[HZ 5LNVJPHJP}U ([LUJP}U HS *SPLU[L 3PKLYHaNV ` TmZ H|VZ KL L_WLYPLUJPH ]LUKLKVYLZ JHWHJP[HKVZ ` \U Z[HMM KL WYVMLZPVUHSLZ YLZWHSKHU U\LZ[YVZ J\YZVZ ` WYVNYHTHZ

^^^ THZ]LU[HZWLY\ JVT ^^^ THZ ]LU[HZ UL[

0NUHJPV /LYUHUKV 4HY[xU (WV`HTVZ H U\LZ[YVZ JSPLU[LZ LU SH PTWSLTLU[HJP}U KL Z\Z LZ[YH[LNPHZ KL ULNVJPV H [YH]tZ KL ZVS\JPVULZ X\L TLQVYLU LS KLZLTWL|V ` LS [HSLU[V KL Z\Z LX\PWVZ O\THUVZ

69)0 *65:<3;69,:

POLYUHUKV'V]LYSHW UL[ ^^^ V]LYSHW UL[

:(.96:

*SH\KPV :HH]LKYH (U[O\HUL[ 7VY[PSSV

4PJOLSSL 4VYmU

]LU[HZ'VYIPWLY\ JVT

TPJOLSSL TVYHU'ZHNYVZ JVT

^^^ VYIPWLY\ JVT

^^^ ZHNYVZ JVT

3\JxH 9VQHZ 3L]` *VU UVZV[YVZ MVY[HSLJLYm Z\ M\LYaH KL ]LU[HZ NYHJPHZ H U\LZ[YVZ WYVNYHTHZ LZWLJPHSPaHKVZ KL JHWHJP[HJP}U ` LU[YLUHTPLU[V HKHW[HKVZ LU M\UJP}U H SHZ ULJLZPKHKLZ KL Z\ VYNHUPaHJP}U \[PSPaHUKV [tJUPJHZ KL PUÃ…\LUJPH ` JVT\UPJHJP}U LMLJ[P]H X\L WV[LUJPLU SHZ OHIPSPKHKLZ KL ULNVJPHJP}U

PUMVYTLZ'THZ]LU[HZWLY\ JVT

PUMV'WYV^VYR WL ^^^ WYV^VYR WL

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN VENTAS

-VYTHJP}U KPYPNPKH H Z\ LX\PWV JVTLYJPHS ` HQ\Z[HKH H SHZ WHY[PJ\SHYPKHKLZ KL Z\ ULNVJPV LU SHZ JVTWL[LUJPHZ JVTLYJPHSLZ ULJLZHYPHZ WHYH JVU[YPI\PY HS SVNYV KL SH LZ[YH[LNPH JVTLYJPHS

:VMxH *}YKVIH ZVÄHJVYKVIH'YVP TW JVT ^^^ YVP TW JVT

,KNHYK ,ZWPUVaH -\LU[LZ )YPUKHTVZ WYVJLZVZ KL JHWHJP[HJP}U LZWLJPHSPaHKVZ LU LX\PWVZ KL ]LU[HZ NHYHU[PaHUKV LS SVNYV KL VIQL[P]VZ H [YH]tZ KL U\LZ[YH TL[VKVSVNxH KL PTWSLTLU[HJP}U KL TLQVYHZ JVTLYJPHSLZ

LKNHYK LZWPUVaH'W\SZHY JN JVT ^^^ W\SZHY JN JVT

227

228

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN VENTAS

*tZHY 7VSPHRVMM 5 4LQVYHTVZ KL MVYTH ZPNUPÄJH[P]H SVZ YLZ\S[HKVZ KL =LU[HZ ,UMVJmUKVUVZ LU ZPTWSPÄJHY SHZ HJ[P]PKHKLZ ` H\TLU[HY SHZ OHIPSPKHKLZ X\L ZL [YHK\JLU LU TLQVYLZ ]LUKLKVYLZ

JLWVSPHRVMM'Z[HUK\WJVUZ JVT ^^^ Z[HUK\WJVUZ JVT

9VILY[V *HYYP}U 4HUKVZ PUHSmTIYPJVZ [VKV LU \UV [YHLU \U UP]LS U\UJH HU[LZ ]PZ[V KL WHY[PJPWHJP}U PU[LYHJ[P]H KL SH H\KPLUJPH +PZWVZP[P]V KL THUV X\L WYVTL[L YL]VS\JPVUHY SH THULYH KL WLUZHY HJLYJH KL SHZ YL\UPVULZ

]LU[HZ'Z[YPUN UL[ JVT ^^^ Z[YPUN UL[ JVT

<YZ\SH (S]HYLa ,S WYVNYHTH KL LU[YLUHTPLU[V LZ[m KPYPNPKV H SH M\LYaH KL ]LU[H JVU LS VIQL[V KL KLZHYYVSSHY ` V MVY[HSLJLY OHIPSPKHKLZ KL ]LU[H ` H[LUJP}U KL W‚ISPJV

,S TLQVY ;LH[YV KL 3H[PUVHTtYPJH H Z\ KPZWVZPJP}U WHYH SH YLHSPaHJP}U KL VIYHZ KL [LH[YV IHSSL[ JVUJPLY[VZ L]LU[VZ KL JHWHJP[HJP}U PU[LNYHJP}U ZWV[Z W\ISPJP[HYPVZ L[J

\HS]HYLa'[HYNL[ KKP JS ^^^ [HYNL[ KKP JS

3LVUVY ALNHYYH 9HTxYLa ,KP[O 7\JO\YP ;\JUV [LH[YV'\UP LK\ WL ^^^ [LH[YV\UP JVT

4HU\LS 0UMHU[L (YH[H

974

TPUMHU[L'[YHUZMVYTHJJPVU JVT WL ,X\PWV KL WYVMLZPVUHSLZ JVU HTWSPH ` ]HYPHKH L_WLYPLUJPH LU LS *VHJOPUN ` LU SVZ 5LNVJPVZ VMYLJLTVZ! ;HSSLYLZ KL +LZHYYVSSV 7LYZVUHS ` 7YVMLZPVUHS ;HSSLYLZ KL 0U[LSPNLUJPH ,TVJPVUHS WHYH 9LZ\S[HKVZ L_P[VZVZ LU =LU[HZ

HKTPUPZ[YHJPVU'[YHUZMVYTHJJPVU JVT WL ^^^ [YHUZMVYTHJJPVU JVT WL ;YHUZMVYTHJJPVU WL ;YHUZMVYT(JJPVU

232

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN SERVICIO AL CLIENTE

0NUHJPV /LYUHUKV 4HY[xU (WV`HTVZ H U\LZ[YVZ JSPLU[LZ LU SH PTWSLTLU[HJP}U KL Z\Z LZ[YH[LNPHZ KL ULNVJPV H [YH]tZ KL ZVS\JPVULZ X\L TLQVYLU LS KLZLTWL|V ` LS [HSLU[V KL Z\Z LX\PWVZ O\THUVZ

+PZL|HTVZ WYVNYHTHZ KL JHWHJP[HJP}U ` MVYTHJP}U KLU[YV KL \U LUMVX\L KL ,_WLYPLUJPH KL 4HYJH L_P[VZH 7YVTV]PLUKV SH L_JLSLUJPH LU SH H[LUJP}U KLS ZLY]PJPV ,U[YLUHTVZ H SVZ TLQVYLZ LU *\S[\YH KL :LY]PJPV

POLYUHUKV'V]LYSHW UL[ ^^^ V]LYSHW UL[

?PTLUH 3\UH 5VYPLNH

PUMV'WHY[ULYZOPW JVT WL

3\JxH 9VQHZ 3L]` 7YVNYHTHZ KL LU[YLUHTPLU[V LMLJ[P]V HKHW[HKV H SH YLHSPKHK KL Z\ LTWYLZH WHYH SVNYHY PUZ[H\YHY SH J\S[\YH KL *HSPKHK LU LS ZLY]PJPV ZLUZPIPSPaHUKV JVTWYVTL[PLUKV ` TV[P]HUKV H SVZ JVSHIVYHKVYLZ JVU [tJUPJHZ KL ;LHT *VHJOPUN WHYH Z\ PTWSLTLU[HJP}U LU SH YLHSPKHK JVU LS JSPLU[L

PUMV'WYV^VYR WL ^^^ WYV^VYR WL

,KNHYK ,ZWPUVaH -\LU[LZ )YPUKHTVZ JHWHJP[HJPVULZ VYPLU[HKHZ H SH TLQVYH KL SH ([LUJP}U HS *SPLU[L MVY[HSLJPTPLU[V KL SH J\S[\YH KL ZLY]PJPV HZx JVTV SH PTWSLTLU[HJP}U KL TLQVYHZ H UP]LS KL ZLY]PJPV HS JSPLU[L PU[LYUV ` L_[LYUV

LKNHYK LZWPUVaH'W\SZHY JN JVT ^^^ W\SZHY JN JVT

8\HU[PJ +L]LSVWTLU[ 9LHSPaHTVZ JVUZ\S[VYxH LU KLZHYYVSSV WHYH ZLY]PJPV HS JSPLU[L OHIPSPKHKLZ NLYLUJPHSLZ ` OHIPSPKHKLZ KL KLZLTWL|V 6\[ZV\YJPUN KL 9LJ\YZVZ /\THUVZ ` 7YVJLZVZ ,ZWLJxÄJVZ KL 9LJ\YZVZ /\THUVZ :LSLJJP}U ,U[YLUHTPLU[V .LZ[P}U KLS +LZLTWL|V

PUMVWLY\'X\HU[PJKL]LSVWTLU[ JVT ^^^ X\HU[PJKL]LSVWTLU[ JVT

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN SERVICIO AL CLIENTE -VYTHJP}U KPYPNPKH H SHZ mYLHZ KL ZLY]PJPV HS JSPLU[L ¶LTWYLZHZ WYP]HKHZ ` HS JP\KHKHUV ¶LU[PKHKLZ W‚ISPJHZ WHYH JYLHY \UH L_WLYPLUJPH TLTVYHISL X\L PTWHJ[L SH JVTWL[P[P]PKHK

233

:VMxH *}YKVIH ZVÄHJVYKVIH'YVP TW JVT ^^^ YVP TW JVT

<YZ\SH (S]HYLa ,S WYVNYHTH KL LU[YLUHTPLU[V LZ[m KPYPNPKV HS WLYZVUHS KL SH LTWYLZH JVU LS VIQL[V KL KLZHYYVSSHY ` V MVY[HSLJLY OHIPSPKHKLZ KL ZLY]PJPV HS JSPLU[L

\HS]HYLa'[HYNL[ KKP JS ^^^ [HYNL[ KKP JS

,UYPX\L )LKV`H 1\HU 7HISV .HQH[L ,U[YLUHTPLU[VZ ` WYVNYHTHZ LMLJ[P]VZ X\L JVUZPN\LU PUZ[H\YHY \UH J\S[\YH KL ZLY]PJPV ` LUMVX\L LU LS JSPLU[L \[PSPaHUKV [tJUPJHZ ` Tt[VKVZ PUUV]HKVYLZ ` WYVIHKVZ H UP]LS YLNPVUHS

LUYPX\L ILKV`H'NY\WV[H^H JVT Q\HUWHISV NHQH[L'NY\WV[H^H JVT ^^^ NY\WV[H^H JVT

4HU\LS 0UMHU[L (YH[H

974

TPUMHU[L'[YHUZMVYTHJJPVU JVT WL ,X\PWV KL WYVMLZPVUHSLZ JVU HTWSPH ` ]HYPHKH L_WLYPLUJPH LU LS *VHJOPUN ` LU SVZ 5LNVJPVZ VMYLJLTVZ! ;HSSLYLZ KL +LZHYYVSSV 7LYZVUHS ` 7YVMLZPVUHS ;HSSLYLZ KL *HSPKHK ` *HSPKLa LU LS :LY]PJPV

HKTPUPZ[YHJPVU'[YHUZMVYTHJJPVU JVT WL ^^^ [YHUZMVYTHJJPVU JVT WL ;YHUZMVYTHJJPVU WL ;YHUZMVYT(JJPVU

238

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN HABILIDADES DIRECTIVAS

,SL]HTVZ SH NLZ[P}U WYVMLZPVUHS JVU PUUV]HKVYLZ [HSSLYLZ KL JHWHJP[HJP}U HS[HTLU[L KPUmTPJVZ ` LMLJ[P]VZ KPZL|HKVZ H TLKPKH ` \[PSPaHUKV SH (UKYHNVNxH LS *VHJOPUN ` SH 5L\Y}IPJH

(WV`HTVZ H U\LZ[YVZ JSPLU[LZ H KLZHYYVSSHY L PTWSLTLU[HY TLQVYLZ LZ[YH[LNPHZ KL ULNVJPV JVU LS WYVW}ZP[V KL TLQVYHY Z\ KLZLTWL|V ` JVUZLN\PY YLZ\S[HKVZ L_P[VZVZ TLKPHU[L KP]LYZVZ [HSSLYLZ ]P]LUJPHSLZ ` WYmJ[PJVZ

3VYL[H 3LJJH SVYL[HSLJJH'JVHJOPUN`[HSLU[V JVT ^^^ JVHJOPUN`[HSLU[V JVT

(UH :H`mU PUMVYTLZ'JYLJLJVUZ\S[VYLZ JVT ^^^ JYLJLJVUZ\S[VYLZ JVT

.LYTmU =HSSLQVZ N]HSSLQVZ'KOTJVUZ\S[VYLZ JVT 0TW\SZHTVZ HS JSPLU[L H VI[LULY YLZ\S[HKVZ LU LS ULNVJPV H WHY[PY KLS MVY[HSLJPTPLU[V KL SHZ JVTWL[LUJPHZ KPYLJ[P]HZ ` SH KPZWVZPJP}U KL OLYYHTPLU[HZ Z\WLY]PZVYPHSLZ

JVU[HJ[V'KOTJVUZ\S[VYLZ JVT ^^^ KOTJVUZ\S[VYLZ WL +OTJVUZ\S[VYLZ

7HVSH 9LUULILYN 97* :VTVZ L_WLY[VZ LU WYVNYHTHZ KL LMLJ[P]PKHK JVU \U HS[V LUMVX\L LU IHSHUJL KL ]PKH 4LKPTVZ YLZ\S[HKVZ ` HWSPJHTVZ \U WYVNYHTH KL YLM\LYaVZ NLULYHUKV JHTIPVZ KL HJ[P[\KLZ WHYH HZLN\YHY Z\ PU]LYZP}U

WHVSH'KVP[ JVT T_ S\PZMLYUHUKV'KVP[ JVT T_ ^^^ KVP[ JVT T_

242

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN HABILIDADES DIRECTIVAS

-<5+(*065 <50=,9:0;(90( 0),96(4,90*(5( -<50),9

:YH :\ZHUH 7\PJ}U (UL_V WLY\'M\UPILY VYN ^^^ M\UPILY VYN

-VYTHJP}U LTWYLZHYPHS IHZHKH LU JVUVJPTPLU[VZ OHIPSPKHKLZ ` HJ[P[\KLZ ULJLZHYPHZ WHYH LS KLZHYYVSSV VYNHUPaHJPVUHS LU [PLTWVZ KL JHTIPV ` M\LY[L JVTWL[LUJPH *VUMLYLUJPZ[HZ UHJPVUHSLZ L PU[LYUHJPVUHSLZ KL WYLZ[PNPV HJHKtTPJV WYVMLZPVUHS ` LTWYLZHYPHS

034 1VYNL 3\PZ )LJRLY PUMV'PST JVT WL ^^^ PST JVT WL 034 7LY‚ 'PST[YHPUPUNZ

.\PKV )YH]V 4 NITHZVJPHKVZ'[LYYH JVT WL NITFHZVJPHKVZ'JSHYVLTWYLZHZ JVT WL ^^^ NITHZVJPHKVZ JVT

,Z[LSH /LYUmUKLa /\NV )H\THUU (SPJL *V[[SL +LZHYYVSSHTVZ JVTWL[LUJPHZ WHYH SHZ YLSHJPVULZ PU[LYWLYZVUHSLZ JVT\UPJHJP}U LÄJHa LTWH[xH LZJ\JOH PU[LSPNLUJPH LTVJPVUHS ` JVUZ[Y\JJP}U KL JVUÄHUaH JVTV IHZL WHYH JVUZ[Y\PY VYNHUPaHJPVULZ ` LX\PWVZ X\L HWYLUKLU KL Z\ L_WLYPLUJPH

5\LZ[YVZ WYVNYHTHZ KL JHWHJP[HJP}U ZL VYPLU[HU H WV[LUJPHY SHZ JVTWL[LUJPHZ KL SVZ WHY[PJPWHU[LZ H [YH]tZ KLS HWYLUKPaHQL ZPNUPÄJH[P]V OHJPLUKV \ZV KL OLYYHTPLU[HZ H\KPV]PZ\HSLZ ` LS HWYLUKPaHQL L_WLYPTLU[HS YLHSPaHUKV KPUmTPJHZ KL NY\WV Q\LNV KL YVSLZ" LU[YL V[YVZ

HZPZ[LU[L'OIJJVUZ\S[VYLZ JVT ^^^ OIJJVUZ\S[VYLZ JVT

.PHJVTV =LYTL 9HMHLS /LYUmUKLa YHMHLS'O\THUP[HL JVT WL PUMV'O\THUP[HL JVT WL ^^^ O\THUP[HL JVT WL

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN HABILIDADES DIRECTIVAS

5\LZ[YH LZWLJPHSPKHK LZ LS LU[YL[LUPTPLU[V LZ[YH[tNPJV 5\LZ[YH TL[VKVSVNxH \[PSPaH LS O\TVY ` LS LU[YL[LUPTPLU[V WHYH JVT\UPJHY ` JHWHJP[HY :VTVZ WYVMLZPVUHSLZ JVU HTWSPH L_WLYPLUJPH LTWYLZHYPHS ` HJHKtTPJH WLYV HKLTmZ HY[PZ[HZ LZJtUPJVZ

+PZL|HTVZ ` LQLJ\[HTVZ L]LU[VZ KL PU[LNYHJP}U ` HSPULHTPLU[V KL LX\PWVZ KL [YHIHQV WHYH WV[LUJPHY SH PU[LYPVYPaHJP}U KL VIQL[P]VZ LZ[YH[tNPJVZ ` TLQVYHTPLU[V KL Z\Z JVTWL[LUJPHZ

2(9+0( ;,(4

243

4HYPILS .HZ[\SV THYPILS'O\TVYLUZLYPV WL ^^^ O\TVYLUZLYPV WL

1VZt (U[VUPV 4HYYVX\xU 3xZ[LY

QVZLHU[VUPV'QTSJVUZ\S[VYLZ JVT ^^^ QTSJVUZ\S[VYLZ JVT

30+,9(5+6

*HYSVZ 7LSSLNYPUP

*HYTLU /LPUTHU .YPTHSKV

PUMVYTHJPVU'RHYKPH[LHT JVT

JOLPUTHU'SPKLYHUKV JVT WL

^^^ RHYKPH[LHT JVT

^^^ SPKLYHUKV JVT WL

*HWHJP[HJP}U ` MVYTHJP}U WHYH LTWYLZHZ CAPACITACION EN HABILIDADES DIRECTIVAS

249

:[LMHU A\TZ[LN 9LHSPaHTVZ [HSSLYLZ KVUKL JHKH WHY[PJPWHU[L WVKYm L]HS\HY Z\Z HJ[\HSLZ JVTWL[LUJPHZ L PUJVYWVYHY ZPZ[LTHZ KL [YHIHQV X\L SV OHYmU TmZ LÄJHa WHYH YLSHJPVUHYZL

PUMV'[LHTZWPYP[ JVT WL ^^^ [LHTZWPYP[ JVT WL

4HU\LS 0UMHU[L (YH[H

974

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HKTPUPZ[YHJPVU'[YHUZMVYTHJJPVU JVT WL ^^^ [YHUZMVYTHJJPVU JVT WL ;YHUZMVYTHJJPVU WL ;YHUZMVYT(JJPVU

=PJ[VYPH -S}YLa 4HaaPUP ,_WLY[VZ LU LS KPZL|V KL WYVNYHTHZ KL JHWHJP[HJP}U H SH TLKPKH YLHSPaHUKV L]HS\HJPVULZ KL JVTWL[LUJPHZ LU WYVM\UKPKHK ` YL[YVHSPTLU[HJP}U H ÄU KL SVNYHY \U KLZHYYVSSV YLHS KL SHZ JVTWL[LUJPHZ PUKP]PK\HSLZ

-VYTHTVZ WYVMLZPVUHSLZ L_WLY[VZ LU SH KPYLJJP}U ` NLZ[P}U KL LX\PWVZ JVU \U LUMVX\L TVKLYUV ]PZPVUHYPV PUUV]HKVY ` LTWYLUKLKVY

,S 4mZ[LY LU +PYLJJP}U ,Z[YH[tNPJH KLS -HJ[VY /\THUV MVYTH WYVMLZPVUHSLZ JVU \UH ]PZP}U LZ[YH[tNPJH KL SH NLZ[P}U KLS JHWP[HS O\THUV [LUPLUKV JVTV LSLTLU[VZ [YHUZ]LYZHSLZ J\YZVZ X\L JVTWSLTLU[HU SH ]PZP}U LTWYLZHYPHS X\L KLIL [LULY LS LQLJ\[P]V ]PUJ\SHKV HS -HJ[VY /\THUV

]PJ[VYPH Ã…VYLa'\THUV JVT WL <THUV .SVIHS 7HY[ULYZ 7LY\ <THUV .SVIHS 7HY[ULYZ 7LY\

,SLUH 7tYLa (UL_V WLYLaFLM'\W LK\ WL O[[W! WVZ[NYHKV \W LK\ WL

1HX\LSPUL +\L|HZ (UL_V THZ[LYZ'\WJ LK\ WL WVZ[NYHKV'\WJ LK\ WL

250

ARTICULO

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:VS\JPVULZ ;LJUVS}NPJHZ WHYH LS mYLH KL YLJ\YZVZ O\THUVZ 7HY[ULY JLY[PÄJHKV KL 4L[H JVU WYLZLUJPH LU PTWVY[HU[LZ LTWYLZHZ KLS TLKPV (S[H L_WLYPLUJPH LU PTWSLTLU[HJP}U ` NLZ[P}U KL WYV`LJ[VZ

SPaIL[OJW'ULOV JVT WL ^^^ ULOV JVT WL

1H]PLY -SVYLZ * 4H\YPJPV +xHa = 8 ,HZ` >VYRPUN TmZ X\L \U ZVM[^HYL KL WSHUPSSH \UH OLYYHTPLU[H JVTWSL[H WHYH SH NLZ[P}U KL 99//! (KTPUPZ[YHJP}U KL 7LYZVUHS *VU[YVS KL (ZPZ[LUJPH )PLULZ[HY :VJPHS 7SHUPSSHZ ` SLNHQV ]PY[\HS

PUMV'XZLUJPSSV JVT ^^^ XZLUJPSSV JVT

1VYNL *Om]La 6M ¶ 4PYHÃ…VYLZ 9/ 7YV LTWYLZH KL KLZHYYVSSV KL ZVM[^HYL >,) WHYH SH .LZ[P}U KL 9LJ\YZVZ /\THUVZ :VS\JPVULZ PU[LNYHSLZ IHZHKHZ LU [YLZ WPSHYLZ M\UKHTLU[HSLZ! *HWP[HS /\THUV 7SHUPSSHZ ` .LZ[P}U KL ;PLTWVZ

(UL_V ]LU[HZ'YOWYV JVT ^^^ YOWYV JVT ^^^ [ZZ JVT WL

(UKYL` (]LSSHULKH :VS\JP}U ^LI KPUmTPJH mNPS ` Ã…L_PISL X\L UVZ WLYTP[L NLZ[PVUHY SVZ WYVJLZVZ KL 99// L PU[LYHJ[\HY JVU U\LZ[YV WLYZVUHS VS]xKLZL KLS WHWLS ` SVNYL \UH [VTH KLJPZPVULZ VWVY[\UH 4\S[P WHxZ IPSPUNÂ…L PU[LNYHISL ` LZJHSHISL

PUMV'O\THU JVT WL ^^^ O\THU JVT WL

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Discapacidad y trabajo, como aplicar las cuotas de empleo de las personas con discapacidad ,U LS 7LY JVU SH 3L` 5¢ 3L` .LULYHS KL SH 7LYZVUH JVU +PZJHWHJPKHK KLS KL KPJPLTIYL KLS ZL LZ[HISLJPLYVU J\V[HZ KL LTWSLV WHYH SH JVU[YH[HJP}U KL WLYZVUHZ JVU KPZJHWHJPKHKB D 7HYH LS ZLJ[VY WYP]HKV SH J\V[H JVYYLZWVUKL HS KL SH [V[HSPKHK KL Z\ WLYZVUHS HU\HS ZPLTWYL ` J\HUKV SH LTWYLZH J\LU[L JVU TmZ KL [YHIHQHKVYLZ" ` WHYH LS ZLJ[VY W ISPJV PUKLWLUKPLU[LTLU[L KLS YtNPTLU KL JVU[YH[HJP}U HS X\L WLY[LULaJH LS [YHIHQHKVY 3H T\S[H WVY LS PUJ\TWSPTPLU[V KL LZ[H TLKPKH W\LKL Z\WVULY OHZ[H LS TVU[V KL : 5\L]VZ :VSLZ (U[L LZ[H TLKPKH SHZ LTWYLZHZ ` LU[PKHKLZ KLS ,Z[HKV ZL OHU WYLVJ\WHKV WVY PTWSLTLU[HYSH PUJS\ZP}U KL WLYZVUHZ JVU KPZJHWHJPKHK LU Z\Z WSHUPSSHZ ZPU LTIHYNV ZVU T\JOVZ SVZ JHZVZ LU SVZ X\L [PLULU K\KHZ ZVIYL J}TV HWSPJHYSV ZVIYL J\mSLZ ZVU SVZ W\LZ[VZ PK}ULVZ ` JVTV ÄZJHSPaH LS 4PUPZ[LYPV KL ;YHIHQV ,Z[L HY[xJ\SV WYL[LUKL V[VYNHYSL KL MVYTH IYL]L SHZ WH\[HZ WYPUJPWHSLZ ` LQLTWSVZ WHYH Z\ HWSPJHJP}U ,Z HZx X\L KL HJ\LYKV HS 9LNSHTLU[V +LJYL[V :\WYLTV 5¢ 4047 X\L YLNSHTLU[H SH 3L` .LULYHS KL SH 7LYZVUH JVU +PZJHWHJPKHK 3L` 5¢ KLS WHZHKV THY[LZ KL HIYPS LZ LS 4PUPZ[LYPV KL ;YHIHQV ` 7YVTVJP}U KLS ,TWSLV LS }YNHUV JVTWL[LU[L KL ]LYPÄJHY HU\HSTLU[L LS J\TWSPTPLU[V KLS WVYJLU[HQL KL J\V[HZ TLKPHU[L SH PUMVYTHJP}U KL SH WSHUPSSH LSLJ[Y}UPJH (ZPTPZTV LZ[HISLJL X\L HU[L SH ]LYPÄJHJP}U KLS PUJ\TWSPTPLU[V KL SHZ J\V[HZ JVYYLZWVUKPLU[LZ SHZ LTWYLZHZ KLILU HJYLKP[HY! (i) 5V OHILY NLULYHKV LU LS H|V U\L]VZ W\LZ[VZ KL [YHIHQV V ]HJHU[LZ WVY J\IYPY WVY SH [LYTPUHJP}U KLS ]xUJ\SV SHIVYHS LU J\HSX\PLYH KL Z\Z JH\ZHZ (ii) ,U JHZV KL OHILYZL NLULYHKV ]HJHU[LZ LU LS H|V KLILU JVUJ\YYPY! 9HaVULZ KL JHYmJ[LY [tJUPJV V KL YPLZNV ]PUJ\SHKHZ HS W\LZ[V KL [YHIHQV X\L TV[P]LU SH LZWLJPHS KPÄJ\S[HK WHYH PUJVYWVYHY [YHIHQHKVYLZ JVU KPZJHWHJPKHK LU SH LTWYLZH" /HILY VMLY[HKV SVZ W\LZ[VZ KL [YHIHQV LU LS ZLY]PJPV KL )VSZH KL ;YHIHQV X\L ZL VMYLJL LU SH =LU[HUPSSH ØUPJH KL 7YVTVJP}U KLS ,TWSLV V KL SVZ ZLY]PJPVZ WYLZ[HKVZ WVY V[YHZ LU[PKHKLZ HY[PJ\SHKVZ H KPJOH =LU[HUPSSH" (JYLKP[HY OHILY VTP[PKV [VKV YLX\PZP[V X\L JVUZ[P[\`H \UH L_PNLUJPH KPZJYPTPUH[VYPH JVU[YH SHZ WLYZVUHZ JVU KPZJHWHJPKHK" ` /HILY NHYHU[PaHKV X\L SVZ WYVJLZVZ KL L]HS\HJP}U LZWLJxÄJVZ WLYTP[HU SH LMLJ[P]H WHY[PJPWHJP}U KL SHZ WLYZVUHZ JVU KPZJHWHJPKHK X\L WVZ[\SLU ,U Z\TH SHZ LTWYLZHZ ` LU[PKHKLZ KLILYmU Q\Z[PÄJHY KL THULYH VIQL[P]H LS PUJ\TWSPTPLU[V KL SHZ J\V[HZ KL LTWSLV ,S 4PUPZ[LYPV KL ;YHIHQV KLU[YV KL SVZ UV]LU[H KxHZ KL LU[YHKH LU ]PNLUJPH KLS 9LNSHTLU[V ÄQHYm SVZ JYP[LYPVZ WLY[PULU[LZ WHYH SH HWSPJHJP}U KL SVZ YLX\PZP[VZ KL LZ[H UVYTH <UH KL SVZ Tt[VKVZ WHYH PUPJPHY JVU SH PTWSLTLU[HJP}U KL SH J\V[H LZ X\L JHKH LTWYLZH YLHSPJL \U THWLV KL [VKVZ Z\Z W\LZ[VZ KL [YHIHQV ` SVZ YLX\PZP[VZ TxUPTVZ KL JHKH W\LZ[V JVU SH ÄUHSPKHK KL KLÄUPY X\t WVZPJP}U W\LKL ZLY VJ\WHKH WVY \UH WLYZVUH JVU KPZJHWHJPKHK ( TVKV KL LQLTWSV SLZ WYLZLU[HTVZ HSN\UHZ I\LUHZ WYmJ[PJHZ X\L OH YLJVNPKV SH 6YNHUPaHJP}U 0U[LYUHJPVUHS KLS ;YHIHQV 60; HS YLZWLJ[V! (i) -HZ[9L[HPSPUN LTWYLZH TPUVYPZ[H KL ]LZ[PTLU[H H UP]LS T\UKPHS JVU ZLKL LU 1HW}U LZ[H LTWYLZH HZPNUH HS LTWSLHKV

JVU KPZJHWHJPKHK \U [\[VY LU LS [YHIHQV H Z\ PUNYLZV LU SH LTWYLZH ,S [\[VY HWV`H HS U\L]V LTWSLHKV ` MHJPSP[H Z\ HKHW[HJP}U HS W\LZ[V KL [YHIHQV" WHYH LSSV SV MVYTH LU [HYLHZ LZWLJxÄJHZ KLS W\LZ[V SL PTWHY[L MVYTHJP}U ZVIYL TV]PSPKHK ZP M\LYH ULJLZHYPV ` SL VMYLJL V[YVZ ZLY]PJPVZ KL HZPZ[LUJPH ZLN U ZL YLX\PLYH 3HZ WLYZVUHZ JVU KPZJHWHJPKHK [YHIHQHU JVTV JHQLYVZ H\_PSPHYLZ HKTPUPZ[YH[P]VZ LUJHYNHKVZ KL JSHZPÄJHY SH TLYJHKLYxH X\L PUNYLZH V LTWSLHKVZ KL [PLUKH LUJHYNHKVZ KL JSHZPÄJHY ` L_WVULY SH TLYJHKLYxH ` SPTWPHY SHZ [PLUKHZB D (ii) 2`VIV3PML 0UZ\YHUJL JVU ZLKL LU SH 9LW ISPJH KL *VYLH LZ SH JVTWH|xH KL ZLN\YVZ KL ]PKH TmZ NYHUKL KL KPJOV WHxZ SH J\HS JVU[YH[H H WLYZVUHZ JVU KPZJHWHJPKHK WHYH Z\ JLU[YV KL H[LUJP}U [LSLM}UPJH ` LU [YHIHQVZ YLSHJPVUHKVZ JVU SH [LJUVSVNxH KL SH PUMVYTHJP}U ,U LS SH LTWYLZH [YHZ HUHSPaHY V[YVZ W\LZ[VZ KL [YHIHQV KVUKL WVKxH PUJS\PY H TmZ WLYZVUHZ JVU KPZJHWHJPKHK JVU[YH[} H [YHIHQHKVYLZ JVU KLÄJPLUJPHZ ]PZ\HSLZ WHYH \U U\L]V W\LZ[V KLUVTPUHKV ¸N\HYKPmU KL SH ZHS\K¹ X\L ZVU [LYHWL\[HZ SPJLUJPHKVZ X\L YLHSPaHU THZHQLZ H SVZ LTWSLHKVZB D 7VY Z\ WHY[L LS 4PUPZ[LYPV KL ;YHIHQV VYNHUPaH MLYPHSLZ SHIVYHSLZ X\L ZVU LS W\U[V KL LUJ\LU[YV LU[YL LTWYLZHYPVZ ` I\ZJHKVYLZ KL LTWSLV JVU OHIPSPKHKLZ KPMLYLU[LZ ,U[YL SVZ W\LZ[VZ TmZ YLX\LYPKVZ WVY SHZ LTWYLZHZ LU LZ[HZ MLYPHZ ZVU! H\_PSPHYLZ VWLYH[P]VZ HZJLUZVYPZ[HZ NYPMLYVZ WLYZVUHS WHYH H[LUJP}U LU TPUPTHYRL[ HZLZVYLZ KL ZLY]PJPVZ KPNP[HKVYLZ VWLYHYPVZ KL WYVK\JJP}U [LSLVWLYHKVYLZ VWLYHYPVZ KL SPTWPLaH JHQLYVZ ]LUKLKVYLZ HYJOP]V L[J -PUHSTLU[L SH WYVTVJP}U KL SH PN\HSKHK KL VWVY[\UPKHKLZ ` [YH[V WHYH SHZ WLYZVUHZ JVU KPZJHWHJPKHK UV ZL HNV[H LU Z\ JVU[YH[HJP}U ZPUV [HTIPtU LU JYLHY JVUKPJPVULZ WHYH Z\ KLZLU]VS]PTPLU[V LU LS [YHIHQV LZ HZx X\L SH 3L` .LULYHS KL 7LYZVUHZ JVU +PZJHWHJPKHK OH KPZW\LZ[V LS KLYLJOV KL NHYHU[PaHY \U HKLJ\HKV HTIPLU[L SHIVYHSB D LZ[HISLJPLUKV LS KLYLJOV KL SHZ WLYZVUHZ JVU KPZJHWHJPKHK H X\L Z\Z LTWSLHKVYLZ YLHSPJLU HQ\Z[LZ YHaVUHISLZ LU Z\ HTIPLU[L KL [YHIHQVB D V[VYNHUKV \U JYtKP[V [YPI\[HYPV KL JVTV TLKPKH KL WYVTVJP}U WHYH YLHSPaHY KPJOVZ HQ\Z[LZB D

Angela Culqui Fernández (IVNHKV (ZVJPHKV KLS ,Z[\KPV (YIL (IVNHKVZ *VYWVYH[P]VZ -PUHUJPLYVZ HUNLSH J\SX\P'HYIL JVT WL B D +L HJ\LYKV H SH 3L` 3L` 5¢ SH WLYZVUH JVU KPZJHWHJPKHK LZ HX\LSSH X\L [PLUL \UH V TmZ KLÄJPLUJPHZ MxZPJHZ ZLUZVYPHSLZ TLU[HSLZ V PU[LSLJ[\HSLZ KL JHYmJ[LY WLYTHULU[L X\L HS PU[LYHJ[\HY JVU KP]LYZHZ IHYYLYHZ HJ[P[\KPUHSLZ ` KLS LU[VYUV UV LQLYaH V W\LKH ]LYZL PTWLKPKH LU LS LQLYJPJPV KL Z\Z KLYLJOVZ ` Z\ PUJS\ZP}U WSLUH ` LMLJ[P]H LU SH ZVJPLKHK LU PN\HSKHK KL JVUKPJPVULZ X\L SHZ KLTmZ B D 6ÄJPUH 0U[LYUHJPVUHS KLS ;YHIHQV +PZJHWHJPKHK LU LS S\NHY KL [YHIHQV! WYmJ[PJHZ KL SHZ LTWYLZHZ 4VU[L]PKLV! +LWHY[HTLU[V KL 7\ISPJHJPVULZ KL SH 60; W B D ÐKLT W B D (Y[xJ\SV KL SH 3L` 5¢ 3L` .LULYHS KL SH 7LYZVUH JVU +PZJHWHJPKHK B D ,Z[HZ TLKPKHZ JVTWYLUKLU SH HKHW[HJP}U KL SHZ OLYYHTPLU[HZ KL [YHIHQV SHZ THX\PUHYPHZ ` LS LU[VYUV KL [YHIHQV HZx JVTV SH PU[YVK\JJP}U KL HQ\Z[LZ LU SH VYNHUPaHJP}U KLS [YHIHQV ` SVZ OVYHYPVZ LU M\UJP}U KL SHZ ULJLZPKHKLZ KLS [YHIHQHKVY JVU KPZJHWHJPKHK B D +LJYL[V :\WYLTV 5 ,- +PJ[HU UVYTHZ YLNSHTLU[HYPHZ KL SHZ KPZWVZPJPVULZ ZVIYL 0TW\LZ[V H SH 9LU[H JVU[LUPKHZ LU SH 3L` 5¢ 3L` .LULYHS KL SH 7LYZVUH JVU +PZJHWHJPKHK

3LNPZSHJP}U 3HIVYHS SERVICIOS DE INFORMACION LABORAL

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.9<76 (,3, ,KPJP}U KL W\ISPJHJPVULZ JVU PUMVYTHJP}U LU TH[LYPH SHIVYHS [YPI\[HYPV JVU[HISL KL ZLN\YPKHK ZVJPHS ` KL YLJ\YZVZ O\THUVZ

3,.0: ,TWYLZH KL PUMVYTHJP}U SLNHS JVU WYLZLUJPH LU ]HYPVZ WHxZLZ KL (TtYPJH 3H[PUH LU[YL LSSVZ LS 7LY‚ KVUKL [PLULU \U ZPZ[LTH [YPTLZ[YHS KL PUMVYTHJP}U SHIVYHS

4}UPJH =LULNHZ NLYLUJPH'KVNTH JVT WL ^^^ KVNTH JVT WL

4HYPLSH 5mQHY :HT\LS 9LWWV ]LU[HZ'HLSL JVT ^^^ HLSL JVT

3PSPHUH *HSKLY}U SPSPHUH JHSKLYVU'SLNPZ JVT WL ^^^ SLNPZ JVT WL

1VYNL ;V`HTH 3\PZ =PUH[LH ,U]xHU PUMVYTH[P]VZ WLYP}KPJVZ H Z\Z JSPLU[LZ JVU SH PU[LUJP}U KL THU[LULYSVZ HS [HU[V KL SVZ JHTIPVZ LU LS THYJV YLN\SH[VYPV ` V[YHZ TH[LYPHZ KL Z\ PU[LYtZ

Q[V`HTH'THÄYTH JVT WL S]PUH[LH'THÄYTH JVT WL ^^^ THÄYTH JVT WL

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ARTICULO

¿Cómo asegurar el éxito de mi Programa de Bienestar Laboral? +LZKL X\L ZL W\ISPJ} SH 3L` KL :LN\YPKHK ` :HS\K LU LS ;YHIHQV LU LS H|V ZVU ]HYPHZ SHZ LTWYLZHZ LU LS 7LY X\L OHU PTWSLTLU[HKV WYVNYHTHZ V HJJPVULZ X\L I\ZJHU! WYL]LUPY HJJPKLU[LZ WYV]LLY \U HTIPLU[L KL [YHIHQV TmZ ZLN\YV TLQVYHY SHZ YLSHJPVULZ PU[LYWLYZVUHSLZ L]P[HY SH M\NH KL [HSLU[VZ ` HS[H YV[HJP}U KL WLYZVUHS HZx JVTV JVTIH[PY LS Z[YLZZ X\L ZL NLULYH WVY LS YP[TV KL [YHIHQV 4\JOHZ LTWYLZHZ OHU MYHJHZHKV JVU SVZ WYVNYHTHZ KL IPLULZ[HY KLIPKV HS WVJV PU[LYtZ X\L LZ[VZ WYVNYHTHZ KLZWPLY[HU LU[YL SVZ JVSHIVYHKVYLZ LZ WVY LZV X\L X\LYLTVZ YLJVTLUKHYSLZ HSN\UHZ TLKPKHZ H [VTHY WHYH HZLN\YHYZL X\L SVZ ILULÄJPVZ KL SVZ WYVNYHTHZ H PTWSLTLU[HY ZLHU WLYJPIPKVZ WVY SVZ JVSHIVYHKVYLZ ` LZ[V ZL [YHK\aJH LU! YLK\JJP}U KL H\ZLU[PZTV KPZTPU\JP}U LU JVZ[VZ KL ZLN\YVZ KL ZHS\K TLQVY JSPTH SHIVYHS TLQVY HJ[P[\K OHJPH LS [YHIHQV L PUJYLTLU[V KL SH WYVK\J[P]PKHK ¦*}TV PTWSLTLU[HY \U WYVNYHTH KL IPLULZ[HY L_P[VZV& 3V WYPTLYV LZ conocer a los colaboradores de la empresa y sus necesidades: T\JOHZ ]LJLZ J\HUKV OLTVZ PKV H JVU]LYZHY JVU \U .LYLU[L KL 99// V 1LML KL )PLULZ[HY SV WYPTLYV X\L UVZ KPJL LZ! ¸X\PLYV VMYLJLY LU SH LTWYLZH JSHZLZ KL IHPSL¹¯ ¸V X\PLYV X\L SVZ JVSHIVYHKVYLZ LTWPLJLU H OHJLY HJ[P]PKHK MxZPJH¹¯ ` ¦SV X\L LS JVSHIVYHKVY X\PLYL&" ULJLZP[HTVZ LZJ\JOHYSVZ HU[LZ KL [VTHY KLJPZPVULZ ZVIYL [PWV KL HJ[P]PKHKLZ KxHZ ` OVYHYPVZ LU X\L ]HTVZ H PTWSLTLU[HYSHZ ,S LTWSLHKVY KLIL LZ[HY KPZW\LZ[V H ¸ZHJYPÄJHY¹ tiempo dentro la jornada laboral para que el colaborador realice estas actividades; SV X\L TmZ UVZ MHS[H OV` LU KxH LZ ;0,476 ` LS JVSHIVYHKVY ]HSVYH T\JOV X\L SH LTWYLZH ZLH ÅL_PISL HS WLYTP[PY X\L JPLY[V [PWV KL HJ[P]PKHKLZ KL IPLULZ[HY ZL SSL]LU H JHIV KLU[YV KLS OVYHYPV KL [YHIHQV ,Z[L [PLTWV ZL YLJ\WLYH JVU JYLJLY H SHYNV WSHaV • La Comunicación es importantísima H SH OVYH KL SHUaHY LZ[VZ WYVNYHTHZ T\JOHZ ]LJLZ LS THPS V IVSL[xU WLNHKV LU LS JVYJOV

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UV ZVU Z\ÄJPLU[LZ [LULTVZ X\L \ZHY [VKV [PWV KL HJJPVULZ WHYH TV[P]HY HS WLYZVUHS ` JVU[HNPHYSLZ SH LTVJP}U KL ZLY WHY[L KL \U WYVNYHTH X\L I\ZJH TLQVYHY Z\ JHSPKHK KL ]PKH ` ZHS\K Necesitamos Líderes que se involucren con el programa; KL UHKH ZPY]L \U WYVNYHTH T\` IPLU LSHIVYHKV ZP SVZ QLMLZ V NLYLU[LZ KL SHZ KP]LYZHZ mYLHZ UV WLYTP[LU X\L SVZ TPLTIYVZ KL Z\ LX\PWV WHY[PJPWLU WVY SH JHYNH SHIVYHS V ZP LSSVZ TPZTVZ UV LZ[mU KPZW\LZ[VZ H KHY LS LQLTWSV WHY[PJPWHUKV Involucrar a las familias de los colaboradores y a los proveedores de la empresa WHYH X\L LS TLUZHQL X\L ZL [YHUZTP[H ZLH JVUZPZ[LU[L" ¦ZL PTHNPUHU \U WYVNYHTH KL U\[YPJP}U WHYH SVZ JVSHIVYHKVYLZ Z\THKV H \U JVUJLZPVUHYPV KL HSPTLU[VZ X\L WYLWHYH JVTPKH JVU HS[V JVU[LUPKV LU NYHZHZ ` JHYIVOPKYH[VZ& Divertirse!!!, ZHILTVZ X\L HS KL SH WVISHJP}U UV SL N\Z[H OHJLY HJ[P]PKHK MxZPJH ` LZ WYVIHISL X\L H T\` WVJH NLU[L SL N\Z[L OHJLY KPL[H V JVTLY KL THULYH ZHS\KHISL" LZ WVY LZV X\L J\HSX\PLY HJ[P]PKHK X\L HW\U[L H SH ZHS\K ` IPLULZ[HY KLIL ZLY KP]LY[PKH HZx LS LU[\ZPHZTV WVY WHY[PJPWHY ZL JVU[HNPH 3H Y\[PUH SHIVYHS `H LZ TVU}[VUH" UV YLWP[HTVZ LS TPZTV LZX\LTH JVU SVZ WYVNYHTHZ KL IPLULZ[HY

3H JSH]L TmZ PTWVY[HU[L LZ [YHUZTP[PY LS TLUZHQL ¸@V ,TWYLZH TL WYLVJ\WV WVY [\ ZHS\K ` JVUKPJP}U MxZPJH UV ZVSHTLU[L JVTWYHUKV ZPSSHZ ` LZJYP[VYPVZ LYNVU}TPJVZ ZP UV [HTIPtU VYNHUPaHUKV HJ[P]PKHKLZ ` WYVNYHTHZ X\L [L ]HU H H`\KHY H ]P]PY ]LY[L ` ZLU[PY[L TLQVY LU LS [YHIHQV ` ZVIYL [VKV LU [\ OVNHY ` JVU [\ MHTPSPH¹ <U S[PTV JVUZLQV! [YHIHQHY JVU WYVMLZPVUHSLZ LU LZ[L JHTWV `H X\L LZ SH ZHS\K KL Z\Z JVSHIVYHKVYLZ SH X\L LZ[m LU Q\LNV ` UV KLILTVZ KLQHYSH LU THUVZ KL NLU[L ZPU L_WLYPLUJPH V SVZ JVUVJPTPLU[VZ HKLJ\HKVZ Kárem Pezúa D. .LYLU[L .LULYHS -P[JVYW

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97* SH\YH VSHUV'KLSP]LY` ZWH JVT ZLY]PJPV JSPLU[L'KLSP]LY` ZWH JVT ^^^ KLSP]LY` ZWH JVT

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PUMVYTLZ'LYNVJVUZ\S[PUN JVT WL ^^^ LYNVJVUZ\S[PUN JVT WL

9VZHYPV )HYYHNmU 7YVNYHTHZ KL )PLULZ[HY ` :HS\K WHYH SHZ ,TWYLZHZ! KLZKL QVYUHKHZ KL KxH OHZ[H WYVNYHTHZ TLUZ\HSLZ X\L I\ZJHU TLQVYHY SH JHSPKHK KL ]PKH ` ZHS\K KL SVZ JVSHIVYHKVYLZ

YIHYYHNHU'Ä[JVYW JVT WL ^^^ Ä[JVYW JVT WL

*HYVS 3` (S]HYLa :VTVZ \UH LTWYLZH X\L IYPUKH ZLY]PJPVZ LU SH .LZ[P}U KL SH :LN\YPKHK ` :HS\K LU LS ;YHIHQV KL U\LZ[YVZ JSPLU[LZ SVNYHUKV JVU]LY[PYUVZ LU Z\Z ZVJPVZ LZ[YH[tNPJVZ" VMYLJPLUKV L_mTLULZ TtKPJVZ TVUP[VYLVZ VJ\WHJPVUHSLZ L]HS\HJPVULZ LYNVU}TPJHZ ` WZPJVZVJPHSLZ LU[YL V[YVZ

(UL_V 97*

97*

]LU[HZ'OVSVTLKPJ JVT WL JHYVS S`'OVSVTLKPJ JVT WL ^^^ OVSVTLKPJ JVT WL

321

/ : 6**<7(;065(3 ,TWYLZH LZWLJPHSPZ[H LU NLZ[P}U KL ZHS\K VJ\WHJPVUHS JVU WYVMLZPVUHSLZ HJYLKP[HKVZ :LY]PTVZ H TPULYHZ JVUZ[Y\J[VYHZ L PUK\Z[YPHZ WHYH KPZTPU\PY YPLZNVZ LUMLYTLKHKLZ ` HJJPKLU[LZ SHIVYHSLZ

+Y /\NV (YYLKVUKV @UKPYH (YYLKVUKV

974

O`ZVJJ\WH[PVUHS'OV[THPS JVT ^^^ O`ZVJJ\WH[PVUHS JVT

16)4,+0* ¶ *3050*( 4,+0*6 6*<7(*065(3 )YPUKH :LY]PJPVZ 4tKPJVZ LU :HS\K 6J\WHJPVUHS ` (TIPLU[HS [LUPLUKV JVTV WYPVYPKHK SH ZHS\K KLS ZLY O\THUV LU Z\ LU[VYUV SHIVYHS

1VOUU` 1 4VYHSLZ 7L|H 974 QTVYHSLZ'QVITLKPJ JVT WL ^^^ QVITLKPJ JVT WL

4,+0*/,*2 (WSPJHU [LJUVSVNxH TVKLYUH IYPUKHUKV H Z\Z JSPLU[LZ YLZ\S[HKVZ LU [PLTWV VWVY[\UV :\ SHIVY LZ WYL]LU[P]H WYVTVJPVUHS LU LS JHTWV KL SH ZHS\K ` ZLN\YPKHK VJ\WHJPVUHS

,]LS`U )\Z[HTHU[L ÄUHUaHZ'TLKPJOLJR JVT WL ^^^ TLKPJOLJR JVT WL

4,+0*(3 (::0:;(5; ,ZWLJPHSPZ[HZ LU 7YL]LUJP}U ` :HS\K KLS ;YHIHQHKVY :[HMM KL 4tKPJVZ L_WLY[VZ LU ::; 7ZPJ}SVNVZ 6J\WHJPVUHSLZ ;LJU}SVNVZ 4tKPJVZ L 0UNLUPLYVZ 5HJPVUHSLZ ` ,_[YHUQLYVZ LZWLJPHSPZ[HZ LU :LN\YPKHK L /PNPLUL 0UK\Z[YPHS

=PHUJH (S[HTPYHUV ]HS[HTPYHUV'TLKPJHSHZZPZ[HU[ZHS\K JVT ^^^ TLKPJHSHZZPZ[HU[ZHS\K JVT

322

:HS\K SHIVYHS SALUD OCUPACIONAL Y CONTROL DEL ESTRES LABORAL

4,+0*(3 *,5;,9 )YPUKHU \U ZLY]PJPVZ KL ZHS\K ` ZLN\YPKHK VJ\WHJPVUHS LU LS [YHIHQV J\PKHUKV KL SH ZHS\K MxZPJH ` TLU[HS KLS [YHIHQHKVY KHUKV JVTV YLZ\S[HKV LTWYLZHZ JVU WLYZVUHS KL ]PKH SHIVYHS }W[PTH SV X\L JVUSSL]H HS PUJYLTLU[V KL SH WYVK\J[P]PKHK LTWYLZHYPHS

4,+:63<;065: 0UZ[P[\JP}U LZWLJPHSPaHKH LU :HS\K 6J\WHJPVUHS X\L IYPUKH ZLY]PJPVZ KL ,]HS\HJPVULZ TtKPJHZ 6J\WHJPVUHSLZ =PNPSHUJPH TtKPJH ` LSHIVYHJP}U KL 4H[YPJLZ 07,9 LU J\TWSPTPLU[V JVU SV LZ[HISLJPKV LU SH SL`

4: )<:05,:: 4(5(.,9 )YPUKHTVZ JVUZ\S[VYxH HZLZVYxH L PTWSLTLU[HJP}U LU SH NLZ[P}U KL ZHS\K VJ\WHJPVUHS :VTVZ L_WLY[VZ LU SH KPZTPU\JP}U KL LZ[YtZ YPLZNVZ LUMLYTLKHKLZ ` HJJPKLU[LZ SHIVYHSLZ

+H]PK 9VISLZ H[LUJPVUHSJSPLU[L'TLKPJLU[LY JVT WL ^^^ TLKPJLU[LY JVT WL

7HVSH 4VU[H|La )LY[VSP (UL_V WHVSHTVU[HULa'TLKZVS\[PVUZ WL ^^^ TLKZVS\[PVUZ WL

4PN\LS :\`V (UL_V TZ\`V'NY\WVO\THUH YYOO JVT ^^^ NY\WVO\THUH YYOO JVT

*HYSVZ 9VISLZ *HTWVZ

5(;*3(9 ,TWYLZH KL :HS\K 6J\WHJPVUHS JVU LZ[mUKHYLZ 60; 6YNHUPaHJP}U 0U[LYUHJPVUHS KLS ;YHIHQV KL .LZ[P}U KL :HS\K 6J\WHJPVUHS ` *VTWL[LUJPHZ 3HIVYHSLZ

4HY TVU[H|H [YLRRPUN RH`HRZ UH[\YHSLaH KLZHMxVZ LZ[YH[LNPHZ LX\PWVZ ZH[PZMHJJP}U WVY LS SVNYV¯ HWYLUKPaHQLZ ([Yt]L[L H YL[HY H [\ LX\PWV =x]LSV JVU UVZV[YVZ

(UL_V JYVISLZ'UH[JSHY JVT WL ^^^ UH[JSHY JVT WL

,YULZ[V 4mSHNH -YHUJPZJV )HZPSP 9PJHYKV )HSHYLaV

PUMV'WLY\ TPS JVT ^^^ WLY\ TPS JVT

:HS\K SHIVYHS SALUD OCUPACIONAL Y CONTROL DEL ESTRES LABORAL 79,=,5;0: :(3<+ )YPUKHU ZLY]PJPVZ LZWLJPHSPaHKVZ LU :HS\K 6J\WHJPVUHS X\L WLYTP[HU H Z\Z JSPLU[LZ MVY[HSLJLY ` TLQVYHY Z\Z LZ[YH[LNPHZ KL ULNVJPV JVU IHZL LU [YHIHQHKVYLZ ` HTIPLU[LZ KL [YHIHQV ZHS\KHISLZ

<SPZLZ .mS]La

\NHS]La'WYL]LU[PZZHS\K JVT ^^^ WYL]LU[PZZHS\K JVT

9,+ 4,+0*( +LZHYYVSSV L PTWSLTLU[HJP}U KL :PZ[LTHZ KL :HS\K LU LS ;YHIHQV WYV]L`LUKV 4tKPJVZ LU ZHS\K 6J\WHJPVUHS ,UMLYTLYVZ 0TWSLTLU[HJP}U LX\PWHTPLU[V ` HKTPUPZ[YHJP}U KL ;}WPJVZ KL ,UMLYTLYxH :VS\JPVULZ YmWPKHZ ` LÄJPLU[LZ

:[LWOHUPL *HSHTIYVNPV (UL_V ZJHSHTIYVNPV'YLKTLKPJH JVT WL ^^^ YLTLKPJH JVT WL

6YULSSH 7\JJPV 9,:,; LZ \UH LTWYLZH VYPLU[HKH HS TLYJHKV JVYWVYH[P]V X\L IYPUKH \UH ZVS\JP}U KL IPLULZ[HY PU[LNYHS 9LHSPaHTVZ JSHZLZ KL `VNH THULQV KL LZ[YtZ WH\ZHZ HJ[P]HZ ` JOHYSHZ KL U\[YPJP}U HKLJ\HKHZ WHYH [\ WLYZVUHS -\UKHKH WVY SH PUZ[Y\J[VYH KL `VNH 6YULSSH 7\JJPV

PUMV'YLZL[ WL ^^^ YLZL[ WL

*LU[YHS *:6! 23 años de experiencia al servicio de la Salud. 9LHSPaHTVZ L_mTLULZ TtKPJVZ VJ\WHJPVUHSLZ WLYP}KPJVZ WVY JHTIPV KL W\LZ[V ` KL YL[PYV

(UL_VZ ZHS\KVJ\WHJPVUHS'ZHUWHISV JVT WL ^^^ ZHUWHISV JVT WL

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324

ARTICULO

El servicio de seguridad y salud en el trabajo: Organización y principales aspectos ( WHY[PY KL HNVZ[V KLS SHZ LTWYLZHZ KL [VKVZ SVZ ZLJ[VYLZ LJVU}TPJVZ PUJS\`LUKV H SHZ TPJYV ` WLX\L|HZ LTWYLZHZ X\L J\LU[LU JVU [YHIHQHKVYLZ IHQV LS YtNPTLU SHIVYHS KL SH HJ[P]PKHK WYP]HKH [PLULU SH VISPNHJP}U KL VYNHUPaHY \U ZLY]PJPV KL ZLN\YPKHK ` ZHS\K LU LS [YHIHQV

LX\PWV T\S[PKPZJPWSPUHYPV KL HWV`V JVUZ[P[\PKV JVU WVY SV TLUVZ \UV KL SVZ ZPN\PLU[LZ WYVMLZPVUHSLZ!

,S ZLY]PJPV KL ZLN\YPKHK ` ZHS\K LU \UH LTWYLZH tiene como misión vigilar, proteger y promover la seguridad y salud de sus trabajadores, teniendo como principal finalidad la prevención.

‹

,Z HZx X\L LZ[L ZLY]PJPV W\LKL ZLY WYVWPV V JVT‚U H ]HYPVZ LTWSLHKVYLZ WYVWPV J\HUKV LS ZLY]PJPV WLY[LULJL H \UH ZVSH LTWYLZH ` JVT‚U J\HUKV OH` \U HJ\LYKV WYP]HKV LU[YL ]HYPHZ LTWYLZHZ WHYH MVYTHY \U ZLY]PJPV KL ZLN\YPKHK ` ZHS\K JVT‚U H [VKHZ H LSSHZ

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3HZ WYPUJPWHSLZ VISPNHJPVULZ KLS ZLY]PJPV KL ZLN\YPKHK ` ZHS\K LU LS [YHIHQV ZVU SHZ ZPN\PLU[LZ! ‹ ‹

(ZPTPZTV LS ZLY]PJPV W\LKL LZ[HY JVUZ[P[\PKV WVY \U LX\PWV PU[LYUV KL [YHIHQHKVYLZ SPKLYHKV WVY \U TtKPJV VJ\WHJPVUHS V WVY \U ZLY]PJPV L_[LYUV KL ZHS\K X\L KLIL LZ[HY HJYLKP[HKV WVY LS 4PUPZ[LYPV KL :HS\K ,S ZLY]PJPV `H ZLH PU[LYUV V L_[LYUV WYVWPV V JVT‚U KLIL HZLN\YHY SH WYLZLUJPH KL \U 4tKPJV 6J\WHJPVUHS[1] X\L SPKLYL LS ZLY]PJPV LS TtKPJV VJ\WHJPVUHS KLIL LUJVU[YHYZL KPZWVUPISL JVTV TxUPTV!

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•

•

Para empleadores con menos de 200 trabajadores en un mismo ambiente de trabajo: \U 4tKPJV 6J\WHJPVUHS KL MVYTH ZLTPWYLZLUJPHS V L_[LYUV JVTV TxUPTV WVY OVYHZ KPHYPHZ KVZ ]LJLZ WVY ZLTHUH Para empleadores con 200 o más trabajadores en un mismo ambiente de trabajo: \U 4tKPJV 6J\WHJPVUHS JVTV TxUPTV WVY OVYHZ KPHYPHZ KL WLYTHULUJPH ` KxHZ H SH ZLTHUH

<U ZLY]PJPV KL ZLN\YPKHK ` ZHS\K HZx JVTV [PLUL X\L ZLY SPKLYHKV WVY \U TtKPJV VJ\WHJPVUHS [HTIPtU KLIL JVU[HY JVU \U

0UNLUPLYV KL /PNPLUL ` :LN\YPKHK 6J\WHJPVUHS 7YVMLZPVUHS KL SH :HS\K 3PJ LU ,UMLYTLYxH 3PJ LU 7ZPJVSVNxH V 0UNLUPLYV JVU ,ZWLJPHSPKHK LU :LN\YPKHK ` :HS\K 6J\WHJPVUHS

‹

=PNPSHY KL SH ZHS\K KL SVZ [YHIHQHKVYLZ 9LHSPaHY L_mTLULZ TtKPJVZ VJ\WHJPVUHSLZ *VU[HY JVU L_WLKPLU[LZ WLYZVUHSLZ ` JVUÄKLUJPHSLZ[2] KL ZHS\K KL SVZ [YHIHQHKVYLZ L_WLKPLU[LZ X\L KLILYmU JVU[LULY SH ZPN\PLU[L PUMVYTHJP}U! ;HYLHZ X\L OH`HU YLHSPaHKV SVZ [YHIHQHKVYLZ 3H L_WVZPJP}U H SVZ YPLZNVZ VJ\WHJPVUHSLZ KL SVZ [YHIHQHKVYLZ 9LZ\S[HKVZ KL [VKH L]HS\HJP}U TLKPJV VJ\WHJPVUHS ([LUKLY YLNPZ[YHY ` UV[PÄJHY SVZ HJJPKLU[LZ KL [YHIHQV ` SHZ LUMLYTLKHKLZ YLSHJPVUHKHZ HS [YHIHQV ,SHIVYHY KL \U WYVNYHTH HU\HS KL ZHS\K VJ\WHJPVUHS (UHSPaHY SH PUMVYTHJP}U KL ]PNPSHUJPH KL SH ZHS\K KL SVZ [YHIHQHKVYLZ HU\HSTLU[L +L THULYH VW[H[P]H LS ZLY]PJPV KL ZLN\YPKHK ` ZHS\K W\LKL LZ[HY H JHYNV KL SVZ :LY]PJPVZ KL /PNPLUL 6J\WHJPVUHS KL SVZ :LY]PJPVZ KL 7YPTLYVZ (\_PSPVZ ` V ;}WPJV ` KL SVZ :LY]PJPVZ KL :HS\K LU NLULYHS

+L SHZ VISPNHJPVULZ X\L OLTVZ TLUJPVUHKV SH ]PNPSHUJPH KL SH ZHS\K HIHYJH [VKHZ SHZ L]HS\HJPVULZ ULJLZHYPHZ WHYH WYV[LNLY SH ZHS\K KL SVZ [YHIHQHKVYLZ SHZ J\HSLZ ZL KP]PKLU LU mTIP[VZ! a) Evaluaciones del Estado de Salud de

325

ARTICULO los Trabajadores. :VU SHZ L]HS\HJPVULZ TtKPJHZ YLHSPaHKHZ HU[LZ K\YHU[L ` KLZW\tZ KL JVUJS\PKH SH YLSHJP}U SHIVYHS KL \U [YHIHQHKVY ZVIYL SVZ YPLZNVZ Z\ZJLW[PISLZ KL WYV]VJHY WLYQ\PJPVZ WHYH Z\ ZHS\K b) Evaluaciones de Riesgos para la Salud de los Trabajadores. *VUZPZ[L LU SHZ L]HS\HJPVULZ J\HSP[H[P]HZ ` J\HU[P[H[P]HZ KL SVZ MHJ[VYLZ KL YPLZNV LU LS [YHIHQV KL UH[\YHSLaH MxZPJH X\xTPJH ` IPVS}NPJH X\L LS ZLY]PJPV KL ZLN\YPKHK ` ZHS\K KLILYm L]HS\HY KL X\t THULYH KLILYmU YLHSPaHYZL

LU LS JHZV ZL JVTWY\LIL X\L SH PUVIZLY]HUJPH KL SH UVYTH[P]PKHK ZVIYL WYL]LUJP}U KL YPLZNVZ SHIVYHSLZ PTWSPJH \U NYH]L L PUTPULU[L YPLZNV WHYH SH ZLN\YPKHK ` ZHS\K KL SVZ [YHIHQHKVYLZ SVZ PUZWLJ[VYLZ KL [YHIHQV W\LKLU VYKLUHY SH PUTLKPH[H WHYHSPaHJP}U V SH WYVOPIPJP}U KL SVZ [YHIHQVZ V [HYLHZ -PUHSTLU[L SHZ UVYTHZ KL ZLN\YPKHK ` ZHS\K PUJVYWVYHU YLZWVUZHIPSPKHK WLUHS WHYH SVZ YLWYLZLU[HU[LZ LU JHZV JVTV JVUZLJ\LUJPH KL \UH PUVIZLY]HUJPH KL SHZ UVYTHZ KL ZLN\YPKHK ` ZHS\K LU LS [YHIHQV VJ\YYL \U HJJPKLU[L KL [YHIHQV JVU JVUZLJ\LUJPH KL T\LY[L V SLZPVULZ NYH]LZ WHYH SVZ [YHIHQHKVYLZ V [LYJLYVZ

,Z[HZ L]HS\HJPVULZ PTWSPJHU SVZ ZPN\PLU[LZ L_mTLULZ TtKPJVZ VJ\WHJPVUHSLZ VISPNH[VYPVZ!

,Z HZx X\L SH PTWVY[HUJPH KLS J\TWSPTPLU[V KL SHZ UVYTHZ KL ZLN\YPKHK ` ZHS\K LZ WYPTVYKPHS UV ZVSV WVY SHZ ZHUJPVULZ X\L HJHYYLH ZPUV [HTIPtU WVYX\L JYLLTVZ X\L LZ[HZ UVYTHZ ZVU ]P[HSLZ WHYH LS KLZLU]VS]PTPLU[V KL SHZ I\LUHZ YLSHJPVULZ SHIVYHSLZ LU Z\ LTWYLZH SHZ J\HSLZ UV ZVSV NHYHU[PaHU \U HTIPLU[L ZLN\YV L PK}ULV KL [YHIHQV ZPUV X\L HS HZLN\YHY SH I\LUH ZHS\K KL Z\Z [YHIHQHKVYLZ ]LSHU WVY LS HJ[P]V TmZ PTWVY[HU[L KL Z\ LTWYLZH SVZ J\HSLZ ZVU Z\Z [YHIHQHKVYLZ

Pre–ocupacional: ,S J\HS KL[LYTPUH LS LZ[HKV KL ZHS\K HS TVTLU[V KLS PUNYLZV KLS [YHIHQHKVY H SH LTWYLZH ` Z\ HW[P[\K HS W\LZ[V KL [YHIHQV Ocupacional periódica: ;PLUL JVTV ÄU TVUP[VYLHY SH L_WVZPJP}U H MHJ[VYLZ KL YPLZNV 3H WLYPVKPJPKHK KL SH L]HS\HJP}U ZLYm KL[LYTPUHKH WVY LS 4tKPJV 6J\WHJPVUHS ` KLIL KHYZL WVY SV TLUVZ \UH ]La HS H|V Al retiro de la empresa: ,]HS\HJP}U TtKPJH H YLHSPaHYZL KxHZ WYL]PVZ HS JLZL SHIVYHS KLS [YHIHQHKVY [LUKYmU ]HSPKLa SVZ L_mTLULZ VJ\WHJPVUHSLZ YLHSPaHKVZ JVU \UH HU[PNÂ…LKHK UV TH`VY H KVZ TLZLZ Otras evaluaciones médico ocupacionales: 3VZ J\HSLZ ZL YLHSPaHU WVY JHTIPV KL VJ\WHJP}U V W\LZ[V KL [YHIHQV WVY YLPUJVYWVYHJP}U SHIVYHS ` WHYH [YHIHQHKVYLZ [LTWVYHSLZ KL JVY[H K\YHJP}U LS LZ[L ‚S[PTV JHZV ZL WLYTP[L ZVSPJP[HY HS LTWSLHKVY HU[LYPVY \UH JVWPH KL SVZ L_mTLULZ TLKPJV VJ\WHJPVUHSLZ UV TH`VYLZ H [YLZ TLZLZ KL HU[PNÂ…LKHK 3H PUMYHJJP}U WVY UV SSL]HY H JHIV SHZ L]HS\HJPVULZ KL YPLZNVZ ` JVU[YVSLZ WLYP}KPJVZ UV YLHSPaHY SHZ HJ[P]PKHKLZ KL WYL]LUJP}U X\L ZLHU ULJLZHYPHZ UV KHY J\LU[H KL SVZ HJJPKLU[LZ KL [YHIHQV ZVU JHSPÄJHKHZ JVTV NYH]LZ SHZ J\HSLZ KL HJ\LYKV H SH ;HISH KL :HUJPVULZ (KTPUPZ[YH[P]HZ 3HIVYHSLZ ]PNLU[L H WHY[PY KL THYaV ]HU KLZKL <0; OHZ[H <0; WVY PUMYHJJP}U JVTL[PKH KLWLUKPLUKV KLS U‚TLYV KL [YHIHQHKVYLZ (KPJPVUHSTLU[L

Angela Culqui Fernández (IVNHKV (ZVJPHKV KLS ,Z[\KPV (YIL (IVNHKVZ *VYWVYH[P]VZ -PUHUJPLYVZ HUNLSH J\SX\P'HYIL JVT WL

B D ,S 4tKPJV 6J\WHJPVUHS H JHYNV KLS :LY]PJPV KL :LN\YPKHK ` :HS\K KLIL J\TWSPY JVU SH ZPN\PLU[L HJYLKP[HJP}U! H 4tKPJV *PY\QHUV JVU ZLN\UKH LZWLJPHSPKHK LU 4LKPJPUH 6J\WHJPVUHS ` 4LKPV (TIPLU[L V 4LKPJPUH KLS ;YHIHQV KLIPKHTLU[L [P[\SHKV JVSLNPHKV ` OHIPSP[HKV WVY LS *VSLNPV 4tKPJV KLS 7LY‚ I 4tKPJV *PY\QHUV JVU 4HLZ[YxH LU :HS\K 6J\WHJPVUHS V 4HLZ[YxH LU :HS\K 6J\WHJPVUHS ` (TIPLU[HS V 4HLZ[YxH LU :HS\K 6J\WHJPVUHS ` 4LKPV (TIPLU[L KLIPKHTLU[L JVSLNPHKV ` OHIPSP[HKV WVY LS *VSLNPV 4tKPJV KLS 7LY‚ ,_JLWJPVUHSTLU[L WVY \U WSHaV KL H|VZ H WHY[PY KLS KL LULYV SVZ 4tKPJVZ *PY\QHUVZ X\L UV J\LU[LU JVU SVZ YLX\PZP[VZ ZL|HSHKVZ KLILYmU J\TWSPY JVU J\HSX\PLYH KL SVZ 9LX\PZP[VZ X\L KL[HSSH SH 9LZVS\JP}U 4PUPZ[LYPHS 405:( B D 3PTP[HKV WYPUJPWHSTLU[L HS WLYZVUHS TtKPJV

:HS\K SHIVYHS SERVICIOS MEDICOS PRE HOSPITALARIOS

)`YVU .VYYP[P 4H\YPJPV )\Z[HTHU[L ,TWYLZH KLS .Y\WV =P[HS X\L J\LU[H JVU TmZ KL H|VZ KL L_WLYPLUJPH )YPUKHTVZ PTWSLTLU[HJP}U ` HKTPUPZ[YHJP}U PU[LNYHS KL \UPKHKLZ TtKPJHZ LU VWLYHJPVULZ KP]LYZHZ ]PNPSHUJPH TtKPJH KL ZHS\K VJ\WHJPVUHS HTI\SHUJPHZ MHYTHJPH LU[YL V[YVZ

PUMV'WSHU]P[HS JVT WL INVYYP[P'WSHU]P[HS JVT WL ^^^ WSHU]P[HS JVT WL

9,+ 4,+0*( .LZ[P}U PU[LNYHS KL <UPKHKLZ 4tKPJHZ! WSHU[HZ JVUJLZPVULZ =PHSLZ 7YV`LJ[VZ ,ULYNt[PJVZ *HYYL[LYHZ KVUKL ZL YLX\PLYH KL <UPKHKLZ 4tKPJHZ KL ,TLYNLUJPH ([LUJP}U KL ,TLYNLUJPH ` ;YHZSHKVZ (ZPZ[PKVZ (IZLU[PZTV 3HIVYHS :VS\JPVULZ YmWPKHZ ` LÄJPLU[LZ

:[LWOHUPL *HSHTIYVNPV (UL_V ZJHSHTIYVNPV'YLKTLKPJH JVT WL ^^^ YLKTLKPJH JVT WL

CHEQUEOS MEDICOS PARA EJECUTIVOS

:PS]PH .VUamSLa :PS]HUH )\Z[HTHU[L ,TWYLZH KLS .Y\WV =P[HS JVU TmZ KL [YLPU[H H|VZ KL L_WLYPLUJPH LU LS TLYJHKV :VTVZ SH WYPTLYH PUZ[P[\JP}U LU LS WHxZ KLKPJHKH L_JS\ZP]HTLU[L H IYPUKHY L_mTLULZ TtKPJVZ WYL]LU[P]VZ ` VJ\WHJPVUHSLZ WHYH LQLJ\[P]VZ

PUMV'VTUPHTLKPJH JVT WL ZNVUaHSLa'VTUPHTLKPJH JVT WL ^^^ VTUPHTLKPJH JVT WL

327

330

ARTICULO

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Consultoras y Agencias de Comunicaciรณn Interna

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Brand Team: Más cercanos a ti, más capaces contigo ( KPMLYLUJPH KL V[YVZ LZWHJPVZ W\ISPJP[HYPVZ V WmNPUHZ H[PIVYYHKHZ KL JVSVYLZ ` LZWLJ[HJ\SHYLZ HU\UJPVZ X\L I\ZJHU IPLU ZLH H[YHLY [\ ]PZ[H ` WYV]VJHY LU [P \UH ZLYPL KL LZ[xT\SVZ X\L [L SSHTLU H SH JVTWYH KL \U WYVK\J[V" WLYZ\HZP}U JVU KP]LYZVZ ÄULZ" V OHZ[H ZVSV LU[YL[LULY[L KL TVKV IHUHS HX\x I\ZJHTVZ PU]VS\JYHY[L JVU SH L_WLYPLUJPH )YHUK ;LHT SH J\HS JVUZ[P[\`L WYPUJPWPVZ WYVMLZPVUHSLZ JYLH[P]VZ ` VIQL[P]VZ SVZ J\HSLZ [L OHJLU TmZ JLYJHUV H [\ WYVWPH LTWYLZH ` JHWHa KL SVNYHY JVU LSSVZ VIQL[P]VZ PUJYLxISLZ “Comunicados por fuera y dentro” “La buena comunicación es tan estimulante como el café negro, e igual de difícil de olvidar al dormir”. (Anne Morrow Lindbergh) 3H JVT\UPJHJP}U L_[LYPVY LZ T\` PTWVY[HU[L W\LZ[V X\L WYVT\L]L H[YHLY U\L]VZ JSPLU[LZ" HZx TPZTV SH JVT\UPJHJP}U PU[LYUH UV SV LZ LU TLUVZ TLKPKH W\LZ[V X\L LZ SH JVT\UPJHJP}U KPYPNPKH HS JSPLU[L PU[LYUV LZ KLJPY HS [YHIHQHKVY :\YNL JVTV YLZW\LZ[H H SHZ U\L]HZ ULJLZPKHKLZ KL SHZ JVTWH|xHZ KL TV[P]HY H Z\ LX\PWV O\THUV ` YL[LULY H SVZ TLQVYLZ LU \U LU[VYUV LTWYLZHYPHS KVUKL LS JHTIPV LZ JHKH ]La TmZ YmWPKV ( TLU\KV ZL ]\LS]L \U LYYVY WLUZHY X\L SH JVT\UPJHJP}U PU[LYUH LZ ¸\U S\QV¹ V HSNV L_JS\ZP]V KL SHZ NYHUKLZ LTWYLZHZ @ LZL WLUZHTPLU[V NLULYH X\L ZLHU WVJHZ SHZ LU[PKHKLZ X\L KLZHYYVSSHU \UH HKLJ\HKH WVSx[PJH KL JVT\UPJHJP}U PU[LYUH X\L JVU[YPI\`H H PTWSHU[HY SVZ JHTIPVZ ` H SVNYHY SVZ VIQL[P]VZ JVYWVYH[P]VZ ` LZ[YH[tNPJVZ KL SH JVTWH|xH WHYH JVUZLN\PY YL[LULY LS [HSLU[V ,U LZ[VZ [PLTWVZ SH JVT\UPJHJP}U PU[LYUH ZL JVU]PLY[L LU \U LSLTLU[V ImZPJV WHYH LS I\LU M\UJPVUHTPLU[V KL \UH JVTWH|xH @ UV ZVSHTLU[L WHYH Z\ M\UJPVUHTPLU[V! SVZ [YHIHQHKVYLZ ZVU SVZ TLQVYLZ LTIHQHKVYLZ KL SH LTWYLZH LU LS L_[LYPVY LS [LULY \UH I\LUH YLW\[HJP}U JVTV LTWYLZH KLIL KL LTWLaHY WVY LS [YH[V H SVZ LTWSLHKVZ ;VKV SV X\L WHZH KLU[YV KL \UH VYNHUPaHJP}U ZHSL M\LYH ` OV` LU KxH SH WVZPIPSPKHK KL X\L LZH PUMVYTHJP}U [LUNH YLWLYJ\ZP}U LZ T\JOV TH`VY WVY SH L_WSVZP}U KL SHZ YLKLZ ZVJPHSLZ JVTV WSH[HMVYTH WHYH JVTWHY[PY PKLHZ ` VWPUPVULZ +HKH LZ[H ZP[\HJP}U LU )YHUK ;LHT UVZ LUMVJHTVZ LU ZVS\JPVUHY KL MVYTH LÄJPLU[L

[\Z ULJLZPKHKLZ IYPUKmUKV[L \UH NHTH KL ZLY]PJPVZ H [\ TLKPKH! Campañas ATL y BTL, Endomarketing, Fuerza de ventas, Creación y Lanzamiento de productos y servicios, Diseño e imagen Corporativa, Branding y más. “Un adulto creativo es un niño que ha sobrevivido” “La musa más poderosa de todas es nuestro propio niño interior”. Stephen Nachmanovitch. =HSVYHTVZ LS [HSLU[V KL U\LZ[YVZ Q}]LULZ ZV|HKVYLZ ` HWVZ[HTVZ WVY tS PTW\SZmUKVSV H \U UP]LS TmZ HS[V ` JVTWL[P[P]V" UV VIZ[HU[L KLZ[HJHTVZ Z\ LMLJ[P]PKHK ` YLU[HIPSPKHK KL TVKV X\L UV ZVSV ZLH WLYJPIPKV JVTV \UH VIYH KL HY[L ZPUV VIQL[P]H WVYX\L SHZ I\LUHZ PKLHZ KLILU J\S[P]HYZL NLYTPUHY ` KHY MY\[VZ ` LZ[HY THK\YHZ ` SPZ[HZ WHYH ZLY W\LZ[HZ LU \U TLYJHKV JHTIPHU[L ` H]HZHSSHKVY JVU LS WYVW}ZP[V KL NLULYHY YLJVYKHJP}U \UH LMLJ[P]H PU]LYZP}U ` \UH YLU[HIPSPKHK TLKPISL ` ZVZ[LUPISL LU LS [PLTWV +L LZL TVKV VI[LULTVZ YLZ\S[HKVZ [HUNPISLZ X\L [\ LTWYLZH ULJLZP[H (KLTmZ SV PTWVY[HU[L WHYH UVZV[YVZ LZ NLULYHY I\LUHZ PKLHZ ` M\UJPVUHSLZ WLZL HS IHQV WYLZ\W\LZ[V V JHUHSLZ KL JVT\UPJHJP}U X\L VJ\WLU SVZ KLTHUKHU[LZ W\LZ UVZ JLU[YHTVZ LU LZX\P]HY [VKV [PWV KL IHYYLYH NHSVWHY LU JYLH[P]PKHK JVU LS ÄU KL JVUZLN\PY U\LZ[YVZ VIQL[P]VZ “El mundo siempre está cambiando” “El verdadero progreso es el que pone la tecnología al alcance de todos”. Henry Ford -YLU[L H \U TLYJHKV JHKH ]La TmZ JHTIPHU[L ` [LJUVS}NPJV WYVJ\YHTVZ LZ[HY ZPLTWYL HS [HU[V KL SHZ U\L]HZ [LUKLUJPHZ W\ISPJP[HYPHZ X\L L_PNLU LZ[VZ [PLTWVZ @ H]HUaHY Q\U[VZ OHJPH LS t_P[V 5V IHZ[H JVU KLZ[HJHY U\LZ[YHZ J\HSPKHKLZ ZPUV KLTVZ[YHY X\L ZVTVZ \UH HNLUJPH W\ISPJP[HYPH KPMLYLU[L WVY KVUKL ZL VIZLY]L JLU[YHKH LU JVT\UPJHJP}U PU[LYUH ` ]VS]LYZL \U W\LU[L KL JVT\UPJHJP}U LU[YL LS JSPLU[L ` SH LTWYLZH :VTVZ WPVULYVZ LU LS Y\IYV L PTW\SZVYLZ KLS t_P[V

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.LYTmU =HSSLQVZ (WV`HTVZ H U\LZ[YVZ JSPLU[LZ KLZHYYVSSHUKV WSHULZ PU[LNYHSLZ KL JVT\UPJHJP}U PU[LYUH JHTWH|HZ KL THYRL[PUN ` );3 PU[LYUV -HJPSP[HUKV Z\Z WYVJLZVZ KL JHTIPVZ VYNHUPaHJPVUHSLZ

N]HSSLQVZ'KOTJVUZ\S[VYLZ JVT JVU[HJ[V'KOTJVUZ\S[VYLZ JVT ^^^ KOTJVUZ\S[VYLZ WL +OTJVUZ\S[VYLZ

:PS]PH *HYYPSSV : 974 ,JV *VUZ\S[VYLZ! L_WLY[VZ LU LZ[YH[LNPH O\THUH ` JVT\UPJHJP}U PU[LYUH WYVJLZVZ KL JHTIPV ` J\S[\YH VYNHUPaHJPVUHS /HU JVUÄHKV LU UVZV[YVZ SHZ WYPUJPWHSLZ LTWYLZHZ KLS 7LY‚ ,_WLY[PZL H UP]LS SH[PUVHTLYPJHUV

ZPS]PHJHYYPSSV'LJVJVUZ\S[VYLZ JVT WL RHYPUH]HSSL'LJVJVUZ\S[VYLZ JVT WL ^^^ LJVJVUZ\S[VYLZ JVT WL

4HSS\JO (YPHZ ( 3V HZLZVYHTVZ LU SH KLÄUPJP}U KL SH HJ[P]PKHK TmZ HKLJ\HKH KL HJ\LYKV HS VIQL[P]V KL JVT\UPJHJP}U X\L X\PLYLU SVNYHY ;HTIPtU 0TWSLTLU[HTVZ WYVNYHTHZ KL TV[P]HJP}U ZVZ[LUPIPSPKHK ` KLZHYYVSSV WHYH LS 9LJ\YZV /\THUV

THSS\JO HYPHZ'L]LU[P\T JVT WL L]LU[P\T THYRL[PUN'NTHPS JVT ^^^ L]LU[P\T JVT WL ,]LU[P\T ,TWYLZHZ

370

*VT\UPJHJP}U PU[LYUH CONSULTORAS Y AGENCIAS DE COMUNICACION INTERNA

?PTLUH 3\UH 5VYPLNH *YLHTVZ SHZ TLQVYLZ LZ[YH[LNPHZ KL JVT\UPJHJP}U WHYH HSJHUaHY SVZ VIQL[P]VZ KL [\ VYNHUPaHJP}U +PZL|HUKV SHZ WPLaHZ TmZ JYLH[P]HZ KL SH JVT\UPJHJP}U

+PZL|V PTWSLTLU[HJP}U L]HS\HJP}U H\KP[VYxH ` HJVTWH|HTPLU[V KL LZ[YH[LNPHZ KL JVT\UPJHJP}U PU[LYUH TPZPVUHS ` KL PTHNLU PUZ[P[\JPVUHS WHYH PTWHJ[HY WVZP[P]HTLU[L LS WVZPJPVUHTPLU[V ` SH YLW\[HJP}U VYNHUPaHJPVUHS

PUMV'WHY[ULYZOPW JVT WL

:VMxH *}YKVIH ZVÄHJVYKVIH'YVP TW JVT ^^^ YVP TW JVT

<YZ\SH /LSKTHPLY 5\LZ[YV ULNVJPV LZ ZVS\JPVUHY JYLH[P]HTLU[L SVZ KLZHMxVZ X\L SHZ JVT\UPJHJPVULZ JVYWVYH[P]HZ YLWYLZLU[HU 6MYLJLTVZ JVUZ\S[VYxH LZ[YH[LNPH ` UV]LKHK WHYH NLULYHY L_WLYPLUJPHZ TLTVYHISLZ ` ]xUJ\SVZ Z}SPKVZ JVU Z\Z JSPLU[LZ PU[LYUVZ

\YZ\SH OS'ZJPVSSP JVT ^^^ ZJPVSSP JVT

;,(4 :7090;

:[LMHU A\TZ[LN

*VUZVSPKHTVZ TVKLSVZ KL JVT\UPJHJP}U WHYH MVY[HSLJLY SH NLZ[P}U KPUHTPaHY SVZ WYVJLZVZ KL JVT\UPJHJP}U JVU Z\Z JVSHIVYHKVYLZ HZx JVTV YLMVYaHY SVZ JHUHSLZ KL KVISL ]xH

PUMV'[LHTZWPYP[ JVT WL ^^^ [LHTZWPYP[ JVT WL

4HYPILS 0NSLZPHZ +PZL|HTVZ ` YLHSPaHTVZ WYVNYHTHZ KL *VHJOPUN ` ;LHTI\PSKPUN H [YH]tZ KL SVZ J\HSLZ I\ZJHTVZ MVY[HSLJLY OHIPSPKHKLZ WLYZVUHSLZ ` KPYLJ[P]HZ KLU[YV KL SVZ LX\PWVZ KL [YHIHQV

PUMV'JVTWL[PQ\LNVZ JVT ^^^ JVTWL[PQ\LNVZ JVT

371

ARTICULO

Comunicación interna en tiempos de cambio ¸,S JHTIPV LZ SV UPJV JVUZ[HU[L LU LS T\UKV¹ LZ \UH MYHZL X\L OLTVZ LZJ\JOHKV T\JOHZ ]LJLZ ` UV KLQH KL ZLY H LZ[HZ HS[\YHZ JVTWSL[HTLU[L JPLY[H 7LUZLTVZ LU U\LZ[YH LZWLJPL ` Z\ WYVWPH UH[\YHSLaH L]VS\[P]H LZ KLJPY UV UVZ ]LTVZ JVTV S\JxHTVZ OHJL H|VZ T\JOV OH JHTIPHKV 7VY SV [HU[V WLUZHYxHTVZ X\L U\LZ[YH JHWHJPKHK WHYH HJLW[HY ` THULQHY WYVJLZVZ KL JHTIPV ZLYxH L_JLSLU[L PUJS\ZV ÄSVNLUt[PJV ZPU LTIHYNV U\LZ[YV JLYLIYV [PLUL \UH HNLUKH WYVWPH! WYLÄLYL Z\ KPZJPWSPUH ` Z\Z JVZ[\TIYLZ ¸UV TL LUMYLU[LZ H JVZHZ X\L UV JVUVaJV¹" WLYV ZL|VYLZ LZ[H HJ[P[\K [HTIPtU LZ O\THUH ,Z WVY LZV X\L SH MHJPSPKHK WHYH YLZPZ[PYUVZ H SV U\L]V SV VIZLY]HTVZ LU ]HYPVZ HZWLJ[VZ KL SH ]PKH ` LS mTIP[V LTWYLZHYPHS UV LZ SH L_JLWJP}U ,U LZL ZLU[PKV JVTV HNLUJPH KL *VT\UPJHJPVULZ *VYWVYH[P]HZ OLTVZ JVUZPKLYHKV PTWVY[HU[L JVTWHY[PY HSN\UHZ HJJPVULZ KL JVT\UPJHJP}U PU[LYUH WHYH J\HUKV ZL LUMYLU[LU H \UH PUPJPH[P]H KL JHTIPV LU Z\Z VYNHUPaHJPVULZ 1. No existe un plan de comunicaciones de cambio perfecto, WLYV WSHU PÄJHY LZ LS WYPTLY WHZV WHYH NLZ[PVUHYSV ,S JHTIPV LZ \U WYVJLZV X\L Z\LSL ZLY KPMxJPS ` JVUM\ZV ZPU PTWVY[HY J\mU[V ZL VYNHUPJL SH WSHUPÄJHJP}U ZVSV JVU[PLUL U\L]HZ [HYLHZ TPLU[YHZ X\L LS JLYLIYV HKTPUPZ[YH JVTWVY[HTPLU[VZ ` OmIP[VZ LUYHPaHKVZ ,Z \U I\LU TVTLU[V WHYH LZJ\JOHY H [VKHZ Z\Z H\KPLUJPHZ WLYV UV VS]PKL SVZ HWVY[LZ KL SVZ JVSHIVYHKVYLZ X\L SLZ LU[\ZPHZTH YVTWLY LS Z[H[\Z X\V HZxJVTV H]LYPN\HY X\L ZL \[PSPa}LU V[YHZ LTWYLZHZ ` HKHW[HY WYVJLZVZ X\L ZPY]HU WHYH Z\ VYNHUPaHJP}U 2. Tenga una visión del cambio deseado en términos de comportamientos y actitudes. 7YLN U[LZL! ¦8\tWPLUZH HOVYH LS \Z\HYPV PU[LYUV& ¦*}TV HJ[ H& @ ¦8\tX\PLYV X\L WPLUZL& ¦*}TV X\PLYV X\L HJ[ L& ¦8\tHJJPVULZ ZL LZ[mU SSL]HUKV H JHIV LU TP VYNHUPaHJP}U X\L MHJPSP[HYmU LS JHTIPV& +L LZ[L LQLYJPJPV ZL W\LKL KLZWYLUKLY LS TLUZHQL JSH]L X\L SSL]HYmH SH HJJP}U ` SHZ WLYZVUHZ [LUKYmU \U JHTPUV H ZLN\PY 3. Brinde información de calidad. 3H PUMVYTHJP}U KLWLUKPLUKV KLS PTWHJ[V LZWLYHKV KLIL ZLY JVUJPZH YLSL]HU[L ` KHKH LU LS TVTLU[V VWVY[\UV 5V SSLN\L [HYKL H Z\Z W ISPJVZ

4.

Utilicemos palabras simples. 7YLN\U[tTVUVZ X\t LZ[m JHTIPHUKV ` WVYX\t +LQHUKV KL SHKV SHZ WHSHIYHZ JVYWVYH[P]HZ ZL W\LKLU HSJHUaHY JVUJLW[VZ ZPTWSLZ ` JVTWYLUZPISLZ /HJPLUKV [HUNPISL LS WYVJLZV ZL W\LKL PKLU[PÄJHY LS JVTWVY[HTPLU[V LZWLYHKV ` TPUPTPaHY LS Z[YLZZ

5.

Los rumores son inevitables pero pueden ser gestionados. 0U[LNYL SVZ WYVJLZVZ KL JVT\UPJHJP}U KLZKL LS PUPJPV KLS WYVJLZV KL JHTIPV ` JVTWHY[H SH PUMVYTHJP}U SV HU[LZ WVZPISL (S UV THULQHY SVZ Y\TVYLZ LS [LTVY ` SH PUZLN\YPKHK ZL PUZ[H\YHU LU SH VYNHUPaHJP}U W\KPLUKV HMLJ[HY Z\ WYVK\J[P]PKHK ` SH JVUÄHUaH LU SH VYNHUPaHJP}U

6.

7.

8.

Defina acciones, responsables y roles. +\YHU[L \U WYVJLZV KL JHTIPV SHZ WLYZVUHZ ULJLZP[HU PKLU[PÄJHY Z\Z U\L]VZ WYVJLZVZ ` Z\Z SxKLYLZ 0KLU[PÄX\L KLZKL \U PUPJPV X\PtU LZ[m H JHYNV J\mS LZ SH LZ[YH[LNPH ` X\PtULZ ZVU SVZ ]VJLYVZ Un mensaje principal y todos los medios disponibles. 9LJ\LYKL LU [VKH JHTWH|H SH MYLJ\LUJPH JVU X\L ZL YLWP[L LS TLUZHQL WLYTP[L Z\ YLJVYKHJP}U 7VY LSSV THU[LUNH SVZ TLUZHQLZ KLU[YV KL \U JVUJLW[V ` HWYV]LJOL SVZ TLKPVZ UV K\KL LU \[PSPaHY TLKPVZ JYLH[P]VZ X\L HIHYX\LU SV ]PZ\HS SV H\KP[P]V LU MVYTH[VZ KPNP[HSLZ PTWYLZVZ ` WYLZLUJPHSLZ Responder a las inquietudes debe ser su prioridad. 6MYLaJH H Z\Z JVSHIVYHKVYLZ SH VWVY[\UPKHK KL JVTWHY[PY Z\Z PUX\PL[\KLZ YLHSPaHY WYLN\U[HZ \ VMYLJLY PKLHZ WVYX\L H TH`VY PU]VS\JYHTPLU[V KL SVZ YLZWVUZHISLZ KLS JHTIPV TLUVY LZ SH WVZPIPSPKHK KL X\L SVZ OmIP[VZ ` JVZ[\TIYLZ LU[VYWLaJHU SVZ WYVJLZVZ KL JHTIPV

,Z[L SPZ[HKV KL HJJPVULZ JVTWPSHKV H WHY[PY KL KPZ[PU[HZ L_WLYPLUJPHZ W\LKL ZLYSL KL \[PSPKHK 9LJ\LYKL X\L \U WYVNYHTH KL JVT\UPJHJP}U LZ TmZ LMLJ[P]V J\HUKV LZ YLHSPaHKV H SH TLKPKH KL JHKH ULJLZPKHK Jean Pierre Sciolli +PYLJ[VY :JPVSSP *VT\UPJHKVYLZ QLHUWPLYYL'ZJPVSSP JVT

373

EVENTOS DE INTEGRACIÓN Y RECREACIÓN Pág. 374

Agencias de Eventos

Pág. 396

Vacaciones Útiles

Pág. 398

Juegos de Competencia y Recreación

Pág. 410

Ambientes Recreacionales

Pág. 412

Shows Musicales y Espectáculos para Eventos

Pág. 414

Transporte de Personal

376

,]LU[VZ KL PU[LNYHJP}U ` YLJYLHJP}U AGENCIAS DE EVENTOS

.HIYPLS 3HTH . =HSLYPH =LU[\YH 4 974 ;LULTVZ [VKV SV ULJLZHYPV WHYH OHJLY KL [\ L]LU[V \UH L_WLYPLUJPH PUVS]PKHISL 5VZ LUJHYNHTVZ KLS KPZL|V SH WSHUPÄJHJP}U SH WYVK\JJP}U ` [VKV WHYH SVNYHY LS t_P[V KLS TPZTV *VU ( 7 [\Z L_WLJ[H[P]HZ ZLYmU Z\WLYHKHZ

974 NSHTH'H`W WL ]]LU[\YH'H`W WL

.PHUUPUH 3HaV *OHUN 6YNHUPaHJP}U KL ,]LU[VZ 0UMHU[PSLZ -HTPSPHYLZ :VJPHSLZ ,TWYLZHYPHSLZ ` ,ZWLJ[mJ\SVZ (Y[xZ[PJVZ -LYPHZ *VYWVYH[P]HZ =HJHJPVULZ Ø[PSLZ 3HUaHTPLU[VZ KL 7YVK\J[VZ 9LJ\LYKH¯<U :OV^ X\L U\UJH VS]PKHYmZ

PUMVYTLZ'I\IHSPUH JVT ^^^ I\IHSPUH JVT

386

,]LU[VZ KL PU[LNYHJP}U ` YLJYLHJP}U AGENCIAS DE EVENTOS

.9,*6 ;6<9: ,=,5;6:

.@42(5(:

.YLNVY` )YxVZ 9P]LYH 974

97* NYLNVY`IYPVZ'NYLJV[V\YZL]LU[VZ JVT ^^^ NYLJV[V\YZL]LU[VZ JVT

,_WLYPLUJPH ` ZLYPLKHK X\L UVZ KPMLYLUJPHU ;HSSLYLZ KL 0U[LNYHJP}U -\SS +H` -HTPS` +H` ,]LU[VZ ` (UP]LYZHYPVZ *VYWVYH[P]VZ 6YNHUPaHJP}U ` YLHSPaHJP}U KL ,]LU[VZ LU NLULYHS /HJLTVZ KL [\ L]LU[V¯LS U\LZ[YV

7H[YPJPH 9H]PUH

YH]PUH WH[[`'N`TRHUHZ JVT WL ^^^ N`TRHUHZ JVT WL

:HUKYV 9P]HZ ;VNUL[[P PUMVYTLZ'NZWYVK\JJPVULZ JVT WL ^^^ NZWYVK\JJPVULZ JVT WL

388

,]LU[VZ KL PU[LNYHJP}U ` YLJYLHJP}U AGENCIAS DE EVENTOS

3VYLUH 7YPZJPSSH (ZLZVYHTVZ H U\LZ[YVZ JSPLU[LZ HU[LZ K\YHU[L ` KLZW\tZ KL SH WYVK\JJP}U KL Z\ L]LU[V SVNYHUKV HZx Tm_PTH Z\ ZH[PZMHJJP}U ;HTIPtU IYPUKHTVZ ZLY]PJPVZ KL );3 KPZL|V HYX\P[LJ[}UPJV ` JH[LYPUN

,TWYLZH JVUZ\S[VYH ` KL ZLY]PJPVZ LZWLJPHSPaHKH LU JYLHY HWSPJHJPVULZ KL O\TVY WHYH LTWYLZHZ 5\LZ[YV VIQL[P]V LZ SSL]HY O\TVY KP]LYZP}U ` MLSPJPKHK HS [YHIHQV H [YH]tZ KL JHWHJP[HJP}U JVU O\TVY L]LU[VZ ` JVT\UPJHJP}U PU[LYUH

OSWYVK\JJPVULZ 'NTHPS JVT OSWYVK\JJPVULZZ'NTHPS JVT

4HYPILS .HZ[\SV THYPILS'O\TVYLUZLYPV WL ^^^ O\TVYLUZLYPV WL

390

,]LU[VZ KL PU[LNYHJP}U ` YLJYLHJP}U AGENCIAS DE EVENTOS

9V_HUH 9Lm[LN\P .YPWWH 97*

PILYVWYVK\JJPVULZ'OV[THPS JVT ,TWYLZH LZWLJPHSPaHKH LU TLKPVZ UV [YHKPJPVUHSLZ ` KL KLZHYYVSSV LZ[YH[tNPJV );3 WHYH JYLHY L]LU[VZ KL HS[V PTWHJ[V 0TWSLTLU[HJPVU KL T}K\SVZ WYVTVJPVUHSLZ WHYH MLYPHZ ,]LU[VZ JVYWVYH[P]VZ ` ZVJPHSLZ

(NLUJPH LZWLJPHSPaHKH LU SH WYVK\JJP}U KL L]LU[VZ KL HS[V PTWHJ[V [HU[V LU JVUJLW[\HSPaHJP}U VYNHUPaHJP}U ` JYLH[P]PKHK ;LHT )\PSKPUN *OHYSHZ TV[P]HJPVUHSLZ *VU]LUJPVULZ KL ]LU[HZ 6SPTWPHKHZ *HTWLVUH[VZ LU[YL V[YVZ ZVU ZVSV HSN\UVZ KL U\LZ[YVZ ZLY]PJPVZ

NLYLUJPH'PILYVWYVK\JJPVULZ JVT ^^^ PILYVWYVK\JJPVULZ JVT 0ILYVWYVKZ

(SSHU (`HSH =PSSHU\L]H 97* HH`HSH'PU[LSPNLUJPHJYLH[P]HI[S JVT ^^^ PU[LSPNLUJPHJYLH[P]HI[S JVT

397

ARTICULO

La agencia de eventos, su aliada en la fidelización de sus colaboradores ,S JYLJPTPLU[V LJVU}TPJV X\L ]PLUL L_WLYPTLU[HUKV LS WHxZ LU SVZ ‚S[PTVZ H|VZ OH KHKV S\NHY H \UH M\LY[L JVTWL[LUJPH LU[YL SHZ LTWYLZHZ [HU[V LU SV JVTLYJPHS JVTV H UP]LS KL SVZ YLJ\YZVZ O\THUVZ LZ KLJPY OH` \UH S\JOH WVY JVU[HY JVU LS TLQVY WLYZVUHS WVZPISL ,U LZ[L LZJLUHYPV SHZ LTWYLZHZ ` LU LZWLJPHS Z\Z mYLHZ KL YLJ\YZVZ O\THUVZ I\ZJHU SH THULYH KL TV[P]HY ` NLULYHY PKLU[PÄJHJP}U ` SLHS[HK KLS WLYZVUHS H [YH]tZ KL \UH ZLYPL KL LZ[YH[LNPHZ ` HJJPVULZ (Zx SH VYNHUPaHJP}U KL L]LU[VZ ZL JVU]PLY[L LU \UH OLYYHTPLU[H M\UKHTLU[HS WHYH SVNYHY KPJOVZ ÄULZ KLIPKV HS NYHU PTWHJ[V LTVJPVUHS X\L NLULYH LU SVZ JVSHIVYHKVYLZ (OVYH IPLU ZPLTWYL L_PZ[L SH WVZPIPSPKHK KL VYNHUPaHY KPJOHZ HJ[P]PKHKLZ KPYLJ[HTLU[L V JVU[YH[HY SVZ ZLY]PJPVZ KL \U [LYJLYV ¿POR QUÉ TRABAJAR CON UNA AGENCIA DE EVENTOS? ;6+6 ,5 <56 7VYX\L \UH HNLUJPH SL WLYTP[L JVU[HY JVU T‚S[PWSLZ HS[LYUH[P]HZ KL HJJPVULZ H LSLNPY KL HJ\LYKV H JHKH ULJLZPKHK ÄLZ[HZ JVYWVYH[P]HZ QVYUHKHZ KL PU[LNYHJP}U HJ[P]HJPVULZ ZOV^ KL [HSLU[VZ JHTWLVUH[VZ L[J ` ZVIYL [VKV WVYX\L OHJL WVZPISL X\L JHKH \UH KL SHZ HJJPVULZ YLHSPaHKHZ ZLHU JVOLYLU[LZ LU[YL Zx ` LU LZWLJPHS JVU SVZ VIQL[P]VZ X\L ZL WYL[LUKLU SVNYHY H UP]LS KL Z\Z [YHIHQHKVYLZ H [YH]tZ KLS [PLTWV 4<3;073,: (*;0=0+(+,: 7VYX\L LU JHKH L]LU[V OH` T\JOHZ HJ[P]PKHKLZ X\L YLHSPaHY KLZKL KPZL|HY SHZ PU]P[HJPVULZ PUZ[HSHY SH KLJVYHJP}U LS LZWLJ[mJ\SV SH HSPTLU[HJP}U L[J ,Z PTWVY[HU[L [LULY LS JVU[YVS KL [VKVZ SVZ LSLTLU[VZ JVU LS ÄU KL JH\ZHY LS PTWHJ[V KLZLHKV LU[YL SVZ JVSHIVYHKVYLZ 5HKH W\LKL X\LKHY HS HaHY :6769;, +, 796-,:065(3,: 7VYX\L SHZ HNLUJPHZ ZLYPHZ J\LU[HU JVU \UH LZ[Y\J[\YH VYNHUPaHJPVUHS X\L NHYHU[PaH LS t_P[V KL Z\ L]LU[V +LWHY[HTLU[V *YLH[P]V (\KPV]PZ\HS 7YVK\JJP}U L[J

;0,476 7VYX\L OH` X\L KLKPJHY [PLTWV ` TmZ [PLTWV LSLTLU[V PTWYLZJPUKPISL WHYH JYLHY \U L]LU[V LZWLJPHS `H X\L \U HJ[V YLX\PLYL PU]LY[PY T\JOHZ OVYHZ LU SH TH`VYxH KL SVZ JHZVZ TLZLZ \U [PLTWV X\L [HS ]La Z\ LTWYLZH UV ZL W\LKL WLYTP[PY ¿POR QUÉ CONTRATAR UNA AGENCIA DE EVENTOS CON VISIÓN ESTRATÉGICA? 7VYX\L \UH HNLUJPH KL LZ[HZ JHYHJ[LYxZ[PJHZ LU[PLUKL JSHYHTLU[L X\L SVZ JVSHIVYHKVYLZ KLILU ZLY ]PZ[VZ JVTV HJ[P]VZ LZ[YH[tNPJVZ KLS ULNVJPV LZ KLJPY JVTWYLUKL X\L ZVU LSSVZ SVZ X\L OHJLU WVZPISL X\L SH VYNHUPaHJP}U JHTPUL KxH H KxH SVZ LUJHYNHKVZ KL JYLHY L_WLYPLUJPHZ NYH[PÄJHU[LZ WHYH SVZ JSPLU[LZ ` SVZ YLZWVUZHISLZ KL SH NLULYHJP}U KL PUNYLZVZ ,U LZ[L ZLU[PKV \UH HNLUJPH JVU ]PZP}U LZ[YH[tNPJH J\PKHYm LS TxUPTV KL[HSSL JVU LS ÄU KL NLULYHY \UH L_WLYPLUJPH NYH[PÄJHU[L ` TLTVYHISL WHYH SVZ [YHIHQHKVYLZ (KLTmZ WSHU[LHYm ` KLZHYYVSSHYm L]LU[VZ ` HJJPVULZ X\L N\HYKLU JVOLYLUJPH JVU SHZ LZ[YH[LNPHZ KL ÄKLSPaHJP}U KLS JSPLU[L PU[LYUV X\L [PLUL JHKH LTWYLZH ` JVU Z\Z WVSx[PJHZ KL YL[LUJP}U KLS WLYZVUHS ( WHY[PY KL LZ[H ]PZP}U UVZV[YVZ LU WYPTLY S\NHY SV HZLZVYHTVZ LU SH KLÄUPJP}U KL SH HJ[P]PKHK TmZ HKLJ\HKH KL HJ\LYKV HS VIQL[P]V X\L X\PLYLU SVNYHY JVU Z\Z JVSHIVYHKVYLZ ` HS WYLZ\W\LZ[V KPZWVUPISL ( WHY[PY KL LZ[V UVZ LUJHYNHTVZ KL SH WSHUPÄJHJP}U JYLHJP}U ` KLZHYYVSSV KL [VKV [PWV KL L]LU[VZ JVYWVYH[P]VZ ` HJ[P]HJPVULZ KL JVT\UPJHJP}U UV [YHKPJPVUHS ,U KLÄUP[P]H WHYH UVZV[YVZ LS t_P[V KL Z\ L]LU[V WLYV LZWLJPHSTLU[L LS t_P[V LU Z\ HYK\V [YHIHQV KL NLULYHY PKLU[PÄJHJP}U ` ÄKLSPaHJP}U KL Z\Z JVSHIVYHKVYLZ YHKPJH LU \UH TPU\JPVZH WSHUPÄJHJP}U HI\UKHU[L JYLH[P]PKHK ` LS J\PKHKV KL JHKH KL[HSSL H UP]LS KL LQLJ\JP}U 7VY [VKV LZ[V KLQL SH WYVK\JJP}U KL Z\ L]LU[V LU U\LZ[YHZ THUVZ UV ZL HYYLWLU[PYm Malluch Arias Alonso +PYLJ[VY .LYLU[L ,=,5;0<4 :(*

,]LU[VZ KL PU[LNYHJP}U ` YLJYLHJP}U JUEGOS DE COMPETENCIA Y RECREACION

(NLUJPH LZWLJPHSPaHKH LU SH WYVK\JJP}U KL L]LU[VZ KL HS[V PTWHJ[V [HU[V LU JVUJLW[\HSPaHJP}U VYNHUPaHJP}U ` JYLH[P]PKHK ;LHT )\PSKPUN *OHYSHZ TV[P]HJPVUHSLZ *VU]LUJPVULZ KL ]LU[HZ 6SPTWPHKHZ *HTWLVUH[VZ LU[YL V[YVZ ZVU ZVSV HSN\UVZ KL U\LZ[YVZ ZLY]PJPVZ

/<469 ,5 :,906 4HYPILS .HZ[\SV

403

(SSHU (`HSH =PSSHU\L]H 97* HH`HSH'PU[LSPNLUJPHJYLH[P]HI[S JVT ^^^ PU[LSPNLUJPHJYLH[P]HI[S JVT

047(*;( ,=,5;: 1H]PLY )HJOL[

THYPILS'O\TVYLUZLYPV WL

J\LU[HZ'PTWHJ[HL]LU[Z JVT

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Fideliza, Integra, Trasciende... Marca la Diferencia! ;LUNV HS WLYZVUHS T\` LZ[YLZHKV [LUNV WYVISLTHZ KL JVT\UPJHJP}U LZ[HTVZ LU JHTIPVZ PU[LYUVZ M\ZPVULZ YLVYNHUPaHJP}U PU[LYUH LU[YL V[YVZ TV[P]VZ ZVU SVZ X\L JVSHIVYHU H X\L [LUNH HS WLYZVUHS KLZTV[P]HKV LU PUJLY[PK\TIYL LZ[mU H SH KLMLUZP]H" ¦8\t OHJLTVZ WHYH JVTWSLTLU[HY U\LZ[YV WYVNYHTH KL PU[LNYHJP}U KLS WLYZVUHS& ¦*}TV ]VS]LY H TV[P]HYSVZ&

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Caballos peruanos de paso y lo mejor de la comida peruana.

reserva@haciendamamacona.com.pe

+ 51 1 2957461 / 994262327

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