2025-10-032025-10-032016-06-06https://repositorio.ifal.edu.br/handle/123456789/1272Communication in organizations is still a difficult obstacle to be transposed. Effective instruments for transmission of information and the advent of technologies still need to rely on motivational and highly subjective factors that will make a man in his job routine report abnormalities or shut. Considering the operator discourse as a valuable tool for abnormalities display operational plan and support for decision-making in the management field, this dissertation aimed to analyze the communication between operators and shifts in a Water Treatment Plant (WTP) in the Northeast of Brazil. Problems in the information flow can result in operational failures in this case represent a risk to public health. The qualitative and quantitative analysis of records of operators and their communication tool show weaknesses in the shift book format used in WTP in question. The analysis of the text written by the operators based on analytical categories of Critical Discourse Analysis suggests the existence of conflicts that affect the organizational climate. We proposed a model instrument for communication in turn in checklist format to replace the typical procedure in narrative style. Although the focus of this work is the written speech, the operator’s speech in all its forms, can contribute significantly to the management system, but this management style should consider issues relating to human reliability and be willing to make procedure and structural changes.PorComunicação nas organizaçõesAnálise do discursoEmpresa - Gestão.Discurso do operadorDissertaçãoENGENHARIAS