Conflict Management and Emotional Intelligence

Topics: Emotional intelligence, Conflict, Emotion Pages: 296 (63009 words) Published: October 28, 2012
Southern Cross University



Conflict management and emotional intelligence
Yu Fai Leung
Southern Cross University,

Suggested Citation
Leung, YF 2010, 'Conflict management and emotional intelligence', DBA thesis, Southern Cross University, Lismore, NSW. Copyright YF Leung 2010

ePublications@SCU is an electronic repository administered by Southern Cross University Library. Its goal is to capture and preserve the intellectual output of Southern Cross University authors and researchers, and to increase visibility and impact through open access to researchers around the world. For further information please contact


Conflict Management and Emotional Intelligence
Doctor of Business Administration 
A thesis submitted to the Graduate College of Management,    Southern Cross University, in partial fulfillment of the requirements  of the degree of Doctor of Business Administration 
Prepared By 
Leung Yu Fai 
University Number 21376627 
March 2009


The  objectives  of  this  research  are  to  investigate  the  reasons  for  conflicts  in  the  customer  service  industry,  to  examine  strategies  for  conflict  management  which  can  be  used  to  help  resolve  these  conflicts,  to  examine  the  relationship  of  these  strategies  with  the  concept  of  emotional  intelligence,  and  to  improve  the  quality  of  customer  service  provisions  in  the  customer service industry.     

The theoretical basis of this study includes reference to the following:       Attribution Theory (Heider, 1958)   
   Factors of interpersonal attraction and distraction (Deutsch, 1994)         Temperament Theory   (McKenna & David, 1997)       Contingency Theory (Burnett, 1998)   
   The influence of environmental factors (Daniels & Walker, 2001)       Theory of Self‐control (Walsh, 2002)   
   Theory of Causation (Berstene, 2004).   
In  the  area  of  conflict  management,  Wall  (1995)  focuses  on  the   concern  for  self  and  for  others  in  five  major  forms  of  behaviour:  avoiding,  dominating,  obliging,  compromising  and  integrating.    Reuven  Bar‐On  (1997)  analyses  a  person’s  ability  and  potential  to  recognise  and regulate conflicts.   

The relationship between emotional intelligence and conflict formation is said to be affected  by factors including attitude (Eugenio, 2003), perception (Berstene, 2004),  personality (Ambe,  2004)  and  past  rivalry  (Fazzi,  2001).     The  determinants  of  the  relationship  between  IV

emotional  intelligence  and  conflict  management  strategy  have  been  identified  as  (1)  communication and interpersonal relationships (Esin, 1986), (2) concern for self (Frak, 2005),   (3)  concern  for  others  (Gourley,  2005)  and  (4)  transformation  and  reinterpretation  of  the  conflict situation (Kane, 2004).  

Grounded  Theory  has  been  adopted  in  this  research  (Glaser  &  Strauss,  1967).    Qualitative  interviews were used to collect data on conflict formation and management strategy.    Tests  to  measure  the  emotional  intelligence  quotient  (also  called  the  emotional  quotient)  of  participants were also conducted and demographic data of the participants was gathered.       

Customer service staff are suggested to identify the real needs of customers through the use  of  the  concepts  of  emotional  intelligence  and  conflict  formation.    Customer  service  staff  should apply the appropriate conflict management strategy with due regard to the impact of  emotional intelligence so as to resolve conflicts or be aware of situations of potential conflict.   

There are three factors that can contribute to preventing or minimising conflict: (1)  high staff  emotional  intelligence,  (2)  staff  concern  for  others  and  (3)  customer  concern  for  others.    This  study ...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Essay about What is Emotional Intelligence?
  • Essay about Conflict Management
  • Essay on The Development of Emotional Intelligence
  • Emotional Intelligence Essay
  • Emotional Intelligence Essay
  • Emotional Intelligence Essay
  • Emotional Intelligence Essay
  • Essay about Emotional Intelligence

Become a StudyMode Member

Sign Up - It's Free