title: Managing organisational conflicts with emotional and cultural intelligence for employee well-being
Creators: name: Winardi, Michael A
Publisher: name: Griffith University
Year: 2023
Subjects: subject: organisational conflicts
subject: employee well-being
subject: cultural intelligence
subject: emotional intelligence

description: Employee well-being plays an important role within an organisation. Well-being may affect workers and organisations in diverse ways. Workers with poor well-being may be less productive and more prone to absenteeism, make poor quality decisions, or display diminished overall contributions to the organisation. Positive well-being generates positive impacts on organisational outcomes such as job performance, competitiveness, quality standards, and sustainability. The COVID-19 pandemic has had a destructive impact on global economies and has impacted severely on service sectors. Many service companies have struggled to manage their service ecosystems and operational difference, while others less able to adapt have closed operations. These conditions have had created implications and consequences for service employees and their well-being. These organisational impacts are in addition to the individual psychological experience service employees may have experienced during the pandemic. The new service ecosystems required to continue serving customers during the pandemic (e.g. virtual work environment system) have had implications for both home and work life. This work stress can create a negative relationship attitude, which may create the conflict between employees and customers. Conflict within an organisation is unavoidable and can influence organisational performance. In addition, service employees experience elevated levels of social conflict due to frequent customer conflict. This study identifies two types of conflict from the literature, internal and external conflict. As frontline employees experience a high-levels of conflict due to long hours and irregular schedules, the work environment results can produce various types of conflict. During this process, interdependent relationships between employees may deteriorate. In addition, the pandemic has created a new normal, exemplified by virtual working environments. Employees may experience interpersonal conflict with supervisors, colleagues, and customers when they engage in service placements and with the family at home (work-family conflict). Socio-emotional competence, such as appropriate conflict resolution strategies, are needed to manage demanding customer interactions successfully. As a goal, resolving conflict in the service industry aims to minimise negative outcomes and promote positive results, creating improved learning within the organisation. Individuals with high levels of emotional intelligence (EI) can regulate emotions within interpersonal organisational relationships. Those who demonstrate cultural intelligence (CQ) are equally important as they can adapt and understand different cultures and backgrounds within the organisation. This study will investigate how EI and CQ can manage conflict and maximise organisational outcomes manifested in employee well-being. This study employs two theories to form a foundation and guide the study: conflict and affect events theories. Conflict theory focuses on organisational conflict and investigates how EI and CQ are related to organisational conflict and employee well-being. Affective events theory (AET) focuses on the causes and consequences of an individual's emotional reactions within the workplace. The theory emphasises that work environment characteristics lead to positive or negative work events (such as conflict). This experience of which elicits an emotional response within an individual, which has the potential to affect the attitudes and behaviours of employees and may lead to employee well-being. These two theories are employed to map the antecedents and amplify the impact of EI, CQ, and organisational conflict that shapes employee well-being. This study investigates the relationship between EI, CQ, organisational culture, organisational conflict, and employee well-being with a focus on employees in the hotel industry. [...]