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 edu. au. 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 Abstract
Therefore, successful conflict resolution requires many complex skills and techniques. Successful conflict resolution can only be achieved by listening to and meeting the needs of all parties so that each party is substantially satisfied with the outcome. Blake and Mouton (1964) had a major influence on the direction taken in the study of interpersonal conflict. They identified the issues of concern for self and concern for others as being essential to the understanding of conflict formation and their resolution.
Furthermore, the science or art of conflict management in business activities involves 3 flexibility and accuracy of understanding human reactions. Conflict management may be seen as a systematic mechanism for handling different situations. Moreover, the understanding of conflict and its resolution can help people improve their relationships (Miller & Rollnick, 1991), especially in the customer service industry. 1. 2 Research issues and contributions
The Essay on Conflict Management Resolution Conflicts Programs
Everyone gets into some form of conflict, whether they are with a parent, teacher, friend or stranger. These most conflicts can be over anything, big or small. Nearly all conflicts involve underlying emotional issues. The stronger the feelings, the more difficult the resolution. To resolve conflicts it is important to address the feelings of all involved. Conflicts can have a positive ...
