La inteligencia emocional en la gestión de conflictos laborales: estudio de caso . Universidad Católica de Cuenca

Abstract

This study addresses the knowledge gap in emotional intelligence related to conflict management in Ecuador's commercial micro, small, and medium-sized enterprises (MSMEs). The methods used included the Kolmogorov-Smirnov test to determine the non-parametric nature of the data and Spearman's correlation test to analyze the relationship between variables. A Likert-scale questionnaire was applied to a randomly selected sample of 216 workers through quantitative data collection and analysis. A positive and significant correlation (r = 0.604) was found between emotional intelligence and conflict management. The conclusions highlight the importance of integrating emotional intelligence development programs into commercial MSMEs as a method to promote conflict resolution. Additionally, new lines of research are suggested, including longitudinal studies and evaluations in diverse contexts, which will provide a broader understanding of the long-term benefits. Keywords: Conflict management, intelligence, emotional intelligence, work