Emotional intelligence: a tool for managing organizational conflicts

Abstract

The objective of the article is to analyze emotional intelligence as a tool for the managerial approach to organizational conflicts. To this end, the study is qualitative, with a descriptive field design and under the ethnographic method. The six key informants are three managers and three employees of Banco Estado de Chile, who respond to the semi-structured interview script; in addition, their daily work activities are systematically recorded in an observation guide. The critical-reflexive analysis carried out from the inductive method of constant comparison, evidences the absence of effective strategies for the managerial treatment of conflicts, little dialogic attitude between the parties, absence of active listening and little management of assertiveness and empathy, which deserves to be the object of reflection and improvement with the support of emotional intelligence.