HOW EMOTIONAL INTELLIGENCE EFFETCS CONFLICT MANAGEMENT STRATEGIES? A STUDY ABOUT EMPLOYEE PERCEPTION

Yıl 2020, Sayı: 31, 93 - 108, 29.05.2020

Gamze Çetinel Emel Esen

https://doi.org/10.20875/makusobed.592481

Öz

Being different from the existing studies as it’s in financial services industry, the aim of this study is to discuss EI and conflict management strategies as well as the impact of managers’ EI on their conflict management strategies based on employee perception. In this respect, a survey was conducted in a company which operates in financial services to measure the emotional intelligence skills and conflict management strategies of the managers’ of 106 employees out of 150 in total. As a result of the analysis; it has been shown that managers’ emotional intelligence interacts with conflict management strategies based on employee perception and especially “personal abilities & communication skills” affects the conflict management strategies. In addition, it was revealed that while managers’ with high level of EI appeals “integration & collaboration” and “avoidance” and abstains from “compromise” and “domination”.  

Anahtar Kelimeler

Emotional Intelligence, Conflict Management

DUYGUSAL ZEKÂ ÇATIŞMA YÖNETİM STRATEJİLERİNİ NASIL ETKİLEMEKTEDİR?: ÇALIŞAN ALGISINA YÖNELİK BİR ARAŞTIRMA

Öz

Finansal hizmetler sektöründe yapılmış olan bu çalışmanın temel amacı; firma yöneticilerinin duygusal zekâ düzeylerininin uyguladıkları çatışma yönetimi stratejileri üzerindeki etkisini çalışan algısına dayanarak incelemektir. Bu doğrultuda, 150 çalışanlı finansal hizmetler sektöründe faaliyet gösteren bir firmanın 106 kadrolu çalışanına bir anket uygulanmıştır. Çıkan sonuçlara göre, çalışan algısına yönelik olarak yöneticilerin duygusal zekâlarının uyguladıkları çatışma yönetimi stratejileri ile etkileşimde olduğu ve özellikle “kişisel yetenekler ve iletişim becerileri” duygusâl zekâ boyutunun çatışma yönetimi stratejilerini etkilediği görülmüştür. Araştırma kapsamında, duygusal zekâsı yüksek yöneticilerin “bütünleştirme ve işbirliği” ile “kaçınma” stratejilerine başvurma oranlarının arttığı, “ödün verme” ile “hükmetme” stratejilerine başvuru düzeylerinde ise azalış olduğu ortaya konmuştur.

Anahtar Kelimeler

Duygusal Zekâ, Çatışma Yönetim Stratejileri

Kaynakça

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