管理者肩負著組織所賦予的責任與目標,須善用有限的資源並進行妥適的管理程序,以激勵組織成員共同努力。組織中成員來自不同的地方,每個人的性格、溝通技巧、情緒智能、專業能力與對事情的認知等均不盡相同,進行任務時衝突的發生更是無法避免。本研究希望能更瞭解衝突發生的原因及其影響後果,並探討運用衝突管理策略以進一步減少衝突發生的頻率與降低衝突影響的嚴重性;期能正面看待衝突,發揮衝突所帶來的建設性影響,使組織成員都能正視衝突,並願意提供更多自發性與更深層的解決方案,創造共同解決問題的合作環境。經實證分析結果,本研究發現: 1.情緒智能構面中的自我控制構面對於主管-部屬間衝突有負向影響、自我期許構面對於主管-部屬間衝突有正向影響。 2.對主管之承諾構面中的代價承諾對於主管-部屬間衝突有正向影響、情感承諾對於主管-部屬間衝突有負向影響。 3.主管-部屬間衝突對於部屬滿意度有負向影響。 4.衝突管理策略中的整合策略與競爭策略,在主管-部屬間衝突與部屬滿意度間有顯著的調節效果。 本研究建議主管人員須能充分知覺衝突發生的徵兆,並在衝突過程的前期階段即妥善處理問題,如此方可將衝突對組織所造成的影響降至最低。此外,相較於一般員工,主管階層對於組織更具貢獻與影響力,透過衝突管理策略的運用,將能有助於工作績效與工作滿意度的改善。
Managers need to make efforts to achieve organizational goals, utilize limited resources, executive management program, and motivate organization members to work together. Because employees come from different places, personality, communication skill, emotional intelligence, professional capability, and the view of things are not the same. The conflict can not be avoided. This research hopes to explore the antecedents and consequences of the conflict between supervisor and subordinates. Discussing the use of conflict management strategies, we try to find ways to reduce frequency and intensity of conflicts. We should take a positive attitude to deal with conflicts, cause a constructive impact of conflicts, make employees more courageous to face conflicts, and spontaneously provide solutions to establish a joint problem-solving environment. This study found that: (1)in emotional intelligence dimension, self-control was negatively related to supervisor-subordinate conflicts, and self-expectation was positively related to supervisor-subordinate conflicts; (2)in commitment dimension, cost commitment was positively related to supervisor-subordinate conflicts, and emotional commitment was negatively related to supervisor-subordinate conflicts; (3)supervisor-subordinate conflicts were negatively related to subordinate satisfaction; (4)integration and contending strategy have significant moderating effects between supervisor-subordinate conflicts and subordinate satisfaction. This study suggests that in order to minimize the impact of the conflict, supervisor must be aware of the signs of the conflict and properly deal with the conflict at an early stage. In addition, supervisors have great contribution and influence on the organization. The use of conflict management strategies will be able to improve job performance and job satisfaction.