Impact of leadership skills on conflict management at workplace:

(A study conducted at the level of hostel administration of IUB)

Introduction:
Conflict is a perceived opposition or actual opposition which arises due to differences in tastes, preferences and
culture. In these days its very difficult to avoid conflict at workplace. Avoidance of conflict is a temporary
solution which may cause severe problems in long run. It may have positive impact on employee job
satisfaction and productivity but unmanaged conflict negatively impacts on both. Organizational leaders are
responsible to manage conflicts in the organization. If leaders are ignoring the workplace conflict it means they
are giving this impression that unsatisfactory job performance and inappropriate behaviors are acceptable in this
work environment. This type of behavior affect employee performance which results low productivity.
(M.Maldonado, 2012)
Conflicts have two dimensions, constructive conflicts and destructive conflicts. A conflict is considered
constructive when it is discussed in positive manners by the parties and reached at agreed able situation which is
acceptable for both parties and contribute positive for the organization (Albert, 2010). Conflicts managed in a
good way contribute in positive manner and enhance the performance while poorly managed conflict effects the
environment negatively which may dislocate the ultimate objective, reduced productivity, psychological
misbalances, emotional distress and incapability to sleep, escalation of differences into aggressive position and
increases incompatibility. (Agwu, 2013).
Properly managed conflict promotes open communication, regular feedback on any issue, collaborative
decision making and resolution of conflict within good time. Conversely negative work environment does not
promote effective conflict resolution which causes poor job performance and low job satisfaction.
The challenge for the organization is that leadership has necessary skills to manage conflict effectively so, the
main purpose to conduct this study is to explore the relationship between leadership skills and effective conflict

management in IUB hostels. Leaders have a clear vision, develop strategies and present in various action
options for a healthy and conducive work environment.. According to (Northouse, 2007), leadership is a process
whereby an individual influences a group of individuals to achieve a common goal. It is focused that these
leadership skills deemed necessary for management of conflict in any specific organization (interpersonal skills,
communication skills, having Emotional intelligence and culture).
The objective of this research are
a) To understand what leadership skills are most important while addressing conflict?
b) Which leadership style works more effective while managing conflict?
c) Best practices used to manage conflict effectively.
Different studies explore different methods to resolve conflicts relative to distinct situation and personalities
involved in that specific conflict. Unfortunately there appears a gap which leadership skill deemed most
necessarily wanted for management of conflict while working in IUB hostels. This study will identify those
skills of a leader and best practice required in the situation.

Literature Review:
Conflict is an essential and integral part of organization. It is unavoidable part of the process of change in the
organization. If conflict is understand by the managers in a good manner then, it is an aid for cooperation, not a
problem. There are two sides of conflict, one is destructive and unhealthy and the other is constructive.
Constructive side of the conflict is actually problem-solving base where involved parties or personalities are
willing to direct personality differences, to listen to others point of view and to be open and sincere to each
other, to be supportive whereas the former is a setback for organization if remains un attended.
In every organization or workplace there is always chance for conflict due to difference in culture, political and
legal factors. The conflict management involves the diagnosis affective and substantive conflicts at the
interpersonal, intragroup, and intergroup levels and also the strategies used to handle these conflicts. An
intervention is designed (a) to maintain a moderate amount of substantive conflict in non-routine tasks at
various levels, (b) to reduce affective conflict at all levels, and (c) to prepare the concerned persons for affective
conflict handling by using appropriate styles in various situations that they can deal effectively. Organizational
learning and effectiveness can be improved with the proper diagnosis of conflict and process and structural
involvements in conflict (Rahim, 2002). According to Kwang-Kuo, explains the theoretical framework which
describes the way of conflict management and resolution is "harmony" and (inter-relation) and (face) are the
two wings of harmony, this model is applied to three categories of Chinese interpersonal networks: vertical ingroup, horizontal in-group, and horizontal out-group .in different studies there are five conflict resolution styles
are identified: confrontation, severance, endurance, obey publicly/defy privately, and compromise. For the
more comprehensive elaboration of the model the author further incorporates two aspects of conflict
management into the model, i.e., coordination strategies and dominant responses. So, a total of twelve
conflict resolution styles can be used to explain conflict behaviors and empirical data is used from various
research studies to validate the twelve conflict resolution styles. This model serves as a solid framework for the
learning of conflict management and resolution. A Qualitative Investigation examines conflicts from the
perspective of the traditional Chinese concept "contradiction" that refers to "mutually opposed" or "logically

incompatible." This above said concept is further elaborated, and explains the relationships interactions in terms
of differences, problems or difficulties and in interpersonal or group situations. The study further finds three
ways to manage contradiction: first, avoiding confrontation for the sake of harmony; second, in search of
intermediaries to resolve conflicts and reduce the need for direct and emotional responses; and lastly,
reluctantly going to court when all other means fail (Wang and Wei Wu's 2002). This theoretical framework is
used to manage conflict at workplaces by using above mentioned techniques/strategies.
This part of literature review focuses on leadership studies, styles of leaderships to resolve conflicts and
different skills required during the whole process of conflict resolution. Leadership studies focuses on
relationship between authentic and transformational leadership, trait of Emotional Intelligence, and
communication skills of the leaders. Culture is another important factor involved in whole phenomena but this
one is not yet discussed thoroughly.
Historically leadership associated with power, title, or public acclaim. The common view was prevailing that
individuals were born leaders and possessed innate qualities which made them great leaders. In 1990s specific
behaviors were identified that characterized effective leaders. Transformational leadership is most recent and
emergent theory. The literature review focuses on three leadership qualities deemed necessary to manage
conflict; maintenance of a transformational and authentic leader having emotional intelligence and highly
skilled in communications.
Transformational leadership
According to Hickman, 2010 transformational leaders inspire participants to achieve high performance level.
They have the abilities to develop relationships, connect with their followers and also can influence to change
their behaviors. In this leadership style with the strong set of internal values and ideals the manager is acting
effectively and also motivating followers to act in a way that support the good of organization first and after that
their self-interest(Hickman,2010).

Authentic Leadership
According to (George, 2010) authentic leaders have the ability to be honest and learn from their mistakes by
developing a difference to others. Admitting failure and apologizing from mistakes also motivates followers to
do same. Authentic transformational leadership is indulged in the collective good who excel their interests for
the sake of others (Howell &Avell, 2010). This approach center around the concept of finding purpose and
making a difference.
Emotional Intelligence
Emotional intelligence deals with the emotions (Affective domain) and thinking (Cognitive domain), and the
interplay between these two. (Northouse, 2010). This concepts reflects that brains two side functions differently
and both are important. Emotional intelligence and technical or intellectual intelligence is differentiated. As we
have two brains, two minds and two different kinds of intelligence; rational and emotional. Golman ,2011
conducted a research in 200 companies and found that along with technical intelligence effective leaders have
distinctive quality of high degree of emotional intelligence which includes self-awareness, empathy, social skills
and self-motivation. Authentic leaders having more emotional intelligence are considered to be more effective
in dealing conflict. Transformational leaders with emotional intelligence are more influential due to having
control over emotions.
Communication skills
Communication involves the exchange of information .When meaning of communicated message is understood
by listener as sent by the communicator. It means effective communication has been taken place. It involves
both speaking and listening skills. During communication one must clarify the meaning, beware of body
language, and tone of voice. These can affect the interpretation of message. Skilled communicators novelty is
to get all relevant information out into open. Free flow of relevant information is the basic element for effective
conversation (Patterson, McMillon, & Switzler, 2002).Effective conflict resolution depends on the ability of
followers to trust their leaders. When information is not timely shared and perceived to be withheld, distrust
begins to build which may cause hindrance in conflict resolution.

Literature survey indicates that leaders interpersonal skills are most effective in conflict management and the
trait of emotional intelligence and effective communication skills also play pivotal role in whole scenario. The
role of these three variables is going to be tested in IUB hostel management setting.
This research indicates that organizations continue to rely on formal disciplinary process that is corrective in
nature. Effective conflict management is dependent on the leaders skills and potential to resolve employee
disputes can prevent harmful effects which may cause negativity.

Theoretical frame work:

This study is basically established on the approach that leadership skills are playing pivotal role in the conflict
management. Furthermore skills are categorized and described in detail. Mainly three skills are steering the
vehicle. These are communication skills, emotional intelligence and interpersonal skills. In any conflicting
situation leaders use any one of these three skills.in more complex situations they use combination of these
three skills and handle the conflict. Everyone has different skills, potential, priorities and style to handle the
situation. But it depends on that person how he or she reacts to control the situation. In this paper we are
discussing how leaders play with these skills to handle the complex situations. In this research we are discussing
these three skills in detail to examine that conflict management is totally dependent on these skills.

Frame work of the study (Fig;01)

Independent variables

Dependent variable

Communication skills
Emotional intelligence
Interpersonal skills

Conflict management at
workplace

Importance of the study:

The main objective of this research is elaboration of leadership skills for conflict resolution and management. It
is observed that leaders who lack the interpersonal skills they are not very good to handle the conflicts. Leaders
having poor communication skills are unable to show effective performance in problematic situations. Many
leaders are ill prepared due to having low emotional intelligence. The whole purpose of this study is that leaders
of any organization are challenged to ensure all these skills necessary to effectively manage conflict. So, we are
trying to answer these questions:

What leadership skills are most important while addressing conflict?

To determine the relationship between leadership skills and effective conflict management.
Best practices used to manage conflict effectively and increase in productivity.

Hypothesis Development:
The hypotheses of this research are listed below and interpretation of which will be done in the final section of
this paper:
H1: Communication skills of leaders have positive impact on effective conflict management.
H2: emotional intelligence of leaders have positive impact on effective conflict management.
H3: If leaders develop the effective interpersonal skills then it will lead to success.

METHODOLOGY:
Instrument used:
In this study, I collect the data from questionnaire entitled Impact of leadership skills on the conflict
management. This questionnaire consists of 35 items and takes around 10 minutes to complete. Participants are
required to respond to the items on a forced five point Likert scale ranging from 1= Never to 5=Always. A good
number of items in this questionnaire containing to five to three skills (communication skills, emotional
intelligence, interpersonal skills)was adapted which is available online website. For analysis I use the SPSS
software.

Population of interest and sample selection:

The population of interest in this study is concerned with IUB employees of Hostel administration who founded
a small setup of hostels of IUB, they are in better position to respond to this questionnaire. The sample size of
40 is selected.

RESULT ANALYSIS AND DISCUSSION:

TABLE:01
Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's

Standardized

Alpha

Items
.831

N of Items
.832

From table 01 we can see the reliability among three independent variables and one dependent variable is
present. The value of cronbach,s Alpha (83%) shows that independent variables(communication skills,
emotional intelligence, interpersonal skills) having impact collectively on dependent variable(Conflict
management) and relationship exists .They are interlinked with each other. So, the acceptability of variables
is existing.
So further findings will be conducted.
TABLE: 02

ANOVAb
Model

Sum of Squares

df
df

Mean Square

Sig.

Mean Square
28.251

F8.153

Sig..000a

8.153

.000a

Model
1

Regression

Sum of Squares
84.754

Regression
Residual

84.754
124.746

3
36

28.251
3.465

Residual
Total

124.746
209.500

36
39

3.465

Total (Constant), INT, EI, CS

209.500
a. Predictors:

39

a.
b. Predictors:
Dependent(Constant),
Variable: CM
INT, EI, CS
b. Dependent Variable: CM

FromTable:02,table shows, that our independent variable (communication skills, emotional intelligence,
interpersonal skills) and their interaction with Conflict management have statistically significant effect on the
dependent variable. We look at Sig column that we have examine that statistically significant interaction at
the P=.000.

TABLE: 03

Coefficientsa
Standardized
Unstandardized Coefficients
Model
1

B
(Constant)

Std. Error
2.901

1.762

CS

.093

.096

EI

-.125
.244

INT
a. Dependent Variable: CM

Coefficients
Beta

Sig.

1.646

.108

.360

.975

.336

.081

-.542

-1.545

.131

.078

.743

3.148

.003

From Table3.The main focus of is regression output. We should check the overall F-statistics. In the SPSS
output, the coefficient are listed as B under the column that is unstandardized coefficient. Next we look at the
corresponding standard error.

TABLE: 04
Model Summary

Model
1

R Square
.636a

.405

Adjusted R

Std. Error of the

Square

Estimate
.355

1.86150

a. Predictors: (Constant), INT, EI, CS

The summary model is first table in SPSS output. In this R square is important column. Here we can say that
40% variability founded in Dependent variable.

CONCULSION:
So after the analysis, it is concluded that dependent variable (conflict management) and independent variables
(communication skills, emotional intelligence, interpersonal skills) has the reliability with each other. This
research discovered that leadership skills are highly required for effective conflict management in IUB
hostels .Leaders possessing these skills have more potential to manage conflicts effectively. Emotional
intelligence is desirable trait for leaders which deals with relational and social awareness along with selfawareness. With good communication and interpersonal trait leaders deal more effective.
For further research culture is also a main factor. Cultural diversity is also a strong element which plays
important and significant role in the conflict management. This door is open for further studies.

REFERENCES:
Northouse ,P.G (2010). Leadership theory and practices(5th ed).Thousand Oaks,CA:Sage
Kouzes,J.M&Ponser,B.Z(2004).the Truth about leadership challenge(1st ed).San Francisco,CA:Jossey-Bass
Golman,D.(2004,January).what makes a leader.Harvard BusinessReview.
Golman,D.(1995)Emotional Intelligence.New York,NY:Bantam Books.
Maldonado(2012),How organizations utilize conflict management.