Effect of Emotional Intelligence on Conflict Management: case of Commercial Bank of Ethiopia
| dc.contributor.advisor | Habtamu Endris (PhD) | |
| dc.contributor.author | Rahel Gebrehiwot | |
| dc.date.accessioned | 2025-08-06T12:03:44Z | |
| dc.date.available | 2025-08-06T12:03:44Z | |
| dc.date.issued | 2025-05-30 | |
| dc.description.abstract | This study examined the effect of emotional intelligence (EI) on conflict management among employees at the Commercial Bank of Ethiopia (CBE) head office using both qualitative and quantitative methods. The study used mixed-method approach both explanatory and descriptive design. A standardized questionnaire was used for data collection, with a 95% response rate from 210 distributed questionnaires. Stratified and purposive sampling techniques were used to select respondents. SPSS Version 25 was used for data analysis using descriptive statistics, correlation, and regression techniques. All four components of emotional intelligence (perceiving, understanding, facilitating, and managing emotions) were positively correlated with conflict management, although the strength of the relationships varied. Understanding emotion showed the strongest correlation with conflict management (r = 0.611). The regression model showed that 52.6% of the variance in conflict management is explained by emotional intelligence (R² = 0.526), with an overall strong relationship (R = 0.725). Perceiving, understanding, and facilitating emotions were significant predictors of conflict management. However, managing emotions was statistically insignificant in the quantitative analysis. Notably, qualitative insights from managers revealed that this dimension was still perceived as critical for leadership effectiveness. This difference suggests that while managing emotions may not be broadly applied by employees in daily conflicts, it becomes vital at higher levels of responsibility such as in leadership roles where managing emotion plays a key role in guiding teams and resolving interpersonal conflict which indicates hierarchical factors may influence its role in conflict management. Based on the findings, the study recommends structured emotional intelligence training that focus on improving employee’s ability to perceive, understand, and facilitate emotions, alongside leadership development programs to address the practical importance of managing emotions in workplace conflict situations. | |
| dc.identifier.uri | https://etd.aau.edu.et/handle/123456789/6100 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U | |
| dc.title | Effect of Emotional Intelligence on Conflict Management: case of Commercial Bank of Ethiopia | |
| dc.type | Thesis |