engleski

Managing conflicts in theory and practice

This paper points out the importance of conflicts and the way they are resolved in organizations. Conflicts are a frequent occurrence in the business environment, and because of this, there is a need to find ways to resolve them. The entire work is focused on conflicts that occur within organizations. The causes of emergence, the process of conflicts, the methods of solving them, the time period, and the consequences, which can be negative and positive, are thoroughly described. Conflicts can be described as an inevitable phenomenon of both private and organizational life, inevitable, useful and even desirable in effective micro and macro enterprises as long as it is under control. Human needs and interests differ. Organizational conflicts arise due to differences between members of groups, and for this reason the number of conflicts is increasing intensively. Successful conflict resolution is actually a skill that every successful manager must know, a way to resolve conflict and how to behave in conflict situations, a skill without which a manager cannot succeed. In the last part of the paper, research was conducted using the case study method through three different industrial branches, which describes the occurrence of conflicts within the organization, the methods of resolution, and the very consequences that arise from the conflict. As an example of research using the case study method, conflict management within a bank, conflict management within an insurance company, and conflict management within a hotel were investigated.

conflict ; conflict management ; occurrence of conflict ; causes of conflict ; consequences of conflict

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