Step-by-step Structures or Intuition? A qualitative study of emotional intelligence and conflict resolution

Sammanfattning

Conflict in organizations is an inevitable phenomenon in the business world, however,the effects of such conflicts hinge heavily on their management and resolution, as well astheir understanding. Although it has been established in previous research that there is arelationship between emotional intelligence and conflict resolution, not much has beendone in relation to how emotions are involved in the process of resolving conflicts,especially in Swedish organizational contexts. This thesis thereby explores emotionalintelligence, together with other influential factors, in how they influence the process oforganizational conflict resolution. In order to collect data, a qualitative research design was used in conjunction with semistructured interviews conducted with six managers and HR professionals working forprivate and public organizations in Sweden. Empirical data collected during theinterviews were processed using thematic analysis, which made it possible to detectpatterns emerging from respondents’ experiences of dealing with interpersonal conflictsat work. As a result of the analysis, it can be stated that emotional intelligence is evidentin the practice of resolving workplace conflicts, however, practitioners do not necessarilyrefer to it as such. Emotional intelligence is rather a stabilizing resource. The study also proves that conflict resolution is not merely based on emotionalintelligence. Factors such as managerial experience, the individual's responsibility for therole, organizational processes and routines, the nature of the conflict, and elements ofSwedish workplace culture all affect the leader’s decision-making process regardingwhen to mediate and how. It can also be argued that conflict resolution is not only aboutthe initial decision or discussion but also involves following up and ensuring propercommunication in the larger work environment. The thesis provides a contribution to the literature by providing qualitative insightsregarding the manifestation of emotional intelligence within the conflict resolutionprocess. The other contribution made by the thesis is the realization that conflictmanagement can only be comprehensively understood when it is perceived as a cyclicalprocess involving emotional skills and lessons learned from past experiences.