The Role of Emotional Intelligence in Effective Conflict Management in the Workplace

Abstract

This study aims to explore the role of emotional intelligence (EI) in effective conflict management in the workplace, examining how EI influences conflict resolution strategies and workplace dynamics. A qualitative research design was used, with data collected through semi-structured interviews from 23 participants employed in various organizations in Tehran. The participants were selected based on their involvement in conflict management at work. Thematic analysis was employed to analyze the data, utilizing NVivo software to identify key themes related to emotional intelligence and conflict management. The study continued until theoretical saturation was achieved, ensuring a comprehensive understanding of the role of EI in resolving workplace conflicts. The findings reveal that emotional intelligence, specifically the components of self-awareness, self-regulation, empathy, motivation, and social skills, plays a crucial role in managing conflicts effectively. Participants highlighted the importance of emotional regulation in preventing escalation, empathy in fostering trust and collaboration, and social skills in facilitating open communication during conflicts. High EI individuals were more likely to adopt cooperative conflict management strategies, leading to more positive outcomes. Furthermore, the study found that EI contributed to stronger interpersonal relationships and a more supportive work environment, enabling better conflict resolution practices. The study concludes that emotional intelligence significantly enhances conflict management in the workplace by promoting emotional regulation, empathy, and effective communication. Organizations that foster emotional intelligence among their employees are better equipped to handle conflicts constructively, leading to improved workplace dynamics and organizational success. These findings suggest that EI training should be integrated into conflict management strategies to improve overall organizational performance.