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DOI: https://doi.org/10.63345/ijrmp.v15.i5.1
Prof. (Dr.) Bhisham Kapoor¹, Mr. Sumant Kumar²
¹ Professor, Head of Department, Faculty of Commerce, Ex-Officiating Principal, MMH College, Ghaziabad; Member of the Board of Studies, Chaudhary Charan Singh University, Meerut, U.P.
² Research Scholar, Department of Commerce, MMH College, Ghaziabad, Chaudhary Charan Singh University, Meerut, U.P.
Abstract— The notion of emotional intelligence (EI) is becoming more and more popular and recognized among researchers, being considered as an important behavioral competency which affects the relationships between people, communication efficiency, and the ability to manage workplace conflict in banks and service businesses. These types of organizations exist in interactive environments where conflicts may negatively impact work efficiency, organizational culture, and clients’ experiences. This study aims to present a review of the relevant literature on the issue of how emotional intelligence acts as a determinant of conflict management styles at banking and service organizations. In order to achieve this goal, the current review has adopted the PRISMA framework which allows for a systematic, comprehensive, and transparent analysis of available research data. The main sources of information included well-known databases like Scopus, Web of Science, Google Scholar, ScienceDirect, Emerald Insight, and SpringerLink; specific keywords were used for finding the most relevant articles concerning emotional intelligence and conflict management in organizations. After the application of inclusion/exclusion criteria, peer-reviewed articles dealing with the topic have been grouped into several themes which reveal interesting associations and patterns. The results show that emotional intelligent people tend to use constructive techniques of conflict management (integration and compromising), while low emotional intelligence leads to avoiding and dominating techniques. Emotional intelligence proves to be helpful in terms of improving teamwork, efficient leadership, job satisfaction, and service quality through the use of emotions control, empathy, and interpersonal skills. At the same time, certain deficiencies in the field can be traced (lack of longitudinal studies, comparative research, and IT-related investigations).
Keywords— Emotional Intelligence (EI), Conflict Management Styles (CMS), Banking Sector, Service Industry, Organizational Behavior, Workplace Conflict, PRISMA, Systematic Review.
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