The relationship between emotional intelligence and leadership competencies in conflict management

   The purpose of the study is to determine the role of emotional intelligence in the system of competencies of managers and employees who help resolve conflicts that arise in service organizations.

   This article is a research study in the theory and practice of managing the development of soft competencies of personnel that make up their emotional intelligence. The methodological basis of the research was the theory of emotional intelligence as a phenomenon and its role in effective management of an organization, described in the works of Russian and foreign scientists (N. Hall, K. N. Thomas, C. Hunt, D. Wexler, J. Mayer, D. Goleman, D. V. Lyusin, I. N. Andreeva, A. S. Petrovskaya, E. A. Hlevnaya and others). The article uses systematic, sociological, comparative, correlation, and factor-analytical methods. Their use made it possible to establish the relationship between the component of emotional intelligence and the professional characteristics of a manager in the context of solving interpersonal conflicts that arise in a modern organization. The level of development of emotional intelligence was assessed using four scales: emotional awareness, emotional management, self-motivation, and empathy and recognition of other people's emotions in service-oriented organizations, where the ability to avoid and resolve conflicts with customers is crucial.

   The study concluded that the management and employees of these companies do not pay enough attention to the development of emotional intelligence, as their overall level of emotional intelligence is average or below average.

   A comparative analysis of the value of EI by its components and models of conflict resolution in the workplace according to the five Thomas styles: competition, avoidance, accommodation, compromise, and cooperation. Specific relationships have been identified using correlation and regression analysis, which allow for the prediction of the preference for a particular conflict style based on the severity of a specific component of EI.

   The practical significance of the research results lies in their potential application for the development of soft competency programs for managers and service workers.

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