Antoniadou, Anastasia

2021-09-02T11:51:30Z

https://repository.ihu.edu.gr//xmlui/handle/11544/29759

Conflict management

Emotional quotient

masterThesis

2021-05-15

free

School of Economics, Business Administration and Legal Studies, MSc in Hospitality and Tourism Management

This dissertation was written as part of the MSc in Hospitality and Tourism Management at the International Hellenic University. The main objective of the research is to give further insights and contribute to the many experiments and endeavors in the clarification of the personal emotions and characteristics of individuals when it comes to conflict in the working environment. That is, how different sets of emotions trigger conflict and frustration in serviceoriented businesses. Emotional Intelligence plays a vital role in conflict and it is considered key to success. The research instrument is a questionnaire which consists of three sections with the demographics being at the last section. The first part deals with the emotional intelligence of the employer and participants have to evaluate them. The second part has to do with evaluating the employer’s Conflict Situation Management techniques. The results from the 80 respondents were analyzed using both “SPSS Statistics Version 22” the software "SPSS AMOS Version 17" and was based on the technique of structural factor models (Structural Equation Modeling). According to the findings, people with high EI have the ability to communicate better with other people and/or groups resulting in better management of possible conflict and successful cooperation. Furthermore, employers of tourism sector companies present high level of Emotional Intelligence. Overall, there was a positive relationship between Emotional Intelligence and cooperative techniques, such as "integration”, "compromise" and "concession", which leads us to conclude that emotionally intelligent employers mostly use them, given they believe that this is how they manage conflicts more effectively and constructively. In conclusion, from the investigation of the relationships of the four dimensions of Emotional Intelligence with the five conflict management techniques, we come to realize that a role in determining the level of Emotional Intelligence and characterizing a manager as "emotionally intelligent" is played by "Emotionality" and "Sociability", while the role of "Wellness" and "Self-Control" is only complementary. iii Keywords: conflict management, emotional intelligence, emotio

Avdimiotis, Spyridon

Chatzigeorgiou, Chrisoula

ihu