THE ROLE OF EMOTIONAL INTELLIGENCE AS A LEADERSHIP CHARACTERISTIC IN CONFLICT RESOLUTION IN ORGANIZATIONS

Abstract

Leadership, as a new management style, is focused equally
on the goals of the organization and employees. It appeared as a
result of changes in conditions and ways of doing business that
require a different kind of employees and, above all, different
management. This paper analyzes the connection between leadership
dispositions of executives observed from the perpsective of emotional
intelligence and its manifestations, and the development of conflicts in
service sector organizations. A survey was conducted on a sample of  200 senior executives from different organizations. Emotional
intelligence as a personality trait of a leader is a significant factor in
creating and managing conflict situations. Based on the obtained
results, organizational and managerial measures can be put in place
to create the climate of an organization that contributes to optimal
business performance.