THE ROLE OF EMOTIONAL INTELLIGENCE IN CONFLICT RESOLUTION AND EMPLOYEE PERFORMANCE

Abstract

Emotional intelligence has emerged as an important factor influencing employee behaviour, interpersonal relationships and organizational effectiveness. In the modern workplace, employees frequently face differences in opinions, work-related pressures, communication problems and interpersonal conflicts. The ability to recognize, understand and manage emotions can help employees and managers resolve conflicts constructively and maintain productive working relationships. The present study examines the role of emotional intelligence in conflict resolution and employee performance. The study focuses on four major dimensions of emotional intelligence, namely self-awareness, self-regulation, empathy and social skills, and examines their influence on effective conflict resolution and employee performance. A descriptive and analytical research design was adopted for the study. Primary data were collected from 377 employees using a structured questionnaire. Respondents were selected from employees working in organizations where interpersonal interaction and teamwork are important. Exploratory Factor Analysis was used to identify the underlying dimensions of emotional intelligence, conflict resolution and employee performance. Structural Equation Modelling (SEM) using AMOS was proposed to examine the relationships among the constructs. The results indicate that emotional intelligence has a positive influence on conflict resolution and employee performance. The study suggests that organizations should strengthen emotional intelligence through training, supportive leadership, communication programmes and conflict-management interventions. Developing employees' emotional competencies can contribute to healthier workplace relationships, effective conflict resolution and improved individual and organizational performance.