Conflict management 101: how emotional intelligence can make or break a manager
Schlegel, Katja de Jong, Monica Boros, Smaranda
Schlegel, Katja
de Jong, Monica
Boros, Smaranda
Publication Type
Journal article with impact factor
Editor
Supervisor
Publication Year
2025-01-02
Journal
International Journal of Conflict Management
Book
Publication Volume
36
Publication Issue
1
Publication Begin page
145
Publication End page
165
Publication Number of pages
Collections
Abstract
Purpose Previous research suggests that emotional intelligence (EI) may benefit managers when resolving conflicts. However, past studies relied on self-reports of EI and conflict management styles, and a theoretical model explaining the mechanisms of the link between EI and conflict management outcomes for managers is still missing. This study aims to test a theoretical model proposing that during conflicts, managers with higher performance-based ability EI are perceived as warmer and more competent, which in turn contributes to higher conflict management effectiveness. Design/methodology/approach A total of 108 Executive MBA students with managerial experience completed a performance-based EI test designed for the workplace and engaged in a conflict management exercise during which they were videotaped. In the exercise, managers spontaneously responded to video-based vignettes in which “employees” addressed them regarding a work-related conflict (e.g. a disagreement regarding tasks and working hours). Independent observers ( n = 262) rated the managers’ videotaped responses on items tapping warmth, competence and conflict management effectiveness. Findings Managers with higher performance-based EI (in particular, emotion regulation in oneself and emotion management in others) received higher observer ratings on warmth, competence and conflict management effectiveness. Warmth and competence fully mediated the link between EI and effectiveness. Originality/value These results demonstrate that managers’ performance-based EI translates into actual work-related behaviors and outcomes. Implications for training EI and effective conflict management are discussed.
Research Projects
Organizational Units
Journal Issue
Keywords
52 Psychology, 5205 Social and Personality Psychology, 35 Commerce, Management, Tourism and Services, 3507 Strategy, Management and Organisational Behaviour, Behavioral and Social Science, Basic Behavioral and Social Science, 16 Peace, Justice and Strong Institutions