Title: Achieving business excellence through workplace conflict resolution: using emotional intelligence as an effective tool

Authors: Mohit Kumar; Kuldeep Singh; Vijayshri Tewari; Madhvendra Misra

Addresses: Indian Institute of Information Technology, 3211, Lecture Theatre, Management Lab, LT, Deoghat, Jhalwa, 211015, Allahabad, India ' Indian Institute of Information Technology, 3211, Lecture Theatre, Management Lab, LT, Deoghat, Jhalwa, 211015, Allahabad, India ' Indian Institute of Information Technology, 3201, Lecture Theatre, Management Lab, LT, Deoghat, Jhalva, 211015, Allahabad, India ' Indian Institute of Information Technology, 3201, Lecture Theatre, Management Lab, LT, Deoghat, Jhalva, 211015, Allahabad, India

Abstract: The purpose of the present study is to gain a conceptual understanding of the role of emotions and emotional intelligence in conflict formation and resolution at the workplace. Organisational environment is such a place where individuals are jointly performing tasks and achieve organisational and personal goals. Many times it has found in situations where individuals arise from conflicts, even working with shared objectives. Individuals own attitude, values, beliefs, and behaviour guided by emotions may become the reasons for conflicts to take place. Workers with a high or low level of emotional intelligence (EI) deal with conflicts accordingly. The present study, with theoretical understanding and findings, would explore the extent of the relationship between EI and conflicts in an organisational setup and achieving overall business excellence.

Keywords: business excellence; emotions; emotional intelligence; EI; conflict resolution.

DOI: 10.1504/IJBEX.2021.117650

International Journal of Business Excellence, 2021 Vol.24 No.4, pp.541 - 556

Received: 21 Feb 2019
Accepted: 24 Jul 2019
Published online: 20 Sep 2021 *

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