Zuzana Birknerová

By Miroslav Frankovský, Zuzana Birknerová and Lucia Zbihlejová

Conflicts occur in a variety of areas, not excluding the work life. Conflict resolution methods are essential for further development of the conflict in terms of its escalation or de-escalation. The proposed chapter focuses on the issue of dispositional vs. situational approach to exploring the ways of conflict resolution. Results of the presented research projects are based mostly on the theories distinguishing between five conflict resolution styles: avoiding, competing, compromising, accommodating, and collaborating. The chapter also includes the results of the research, in which an original methodology for identification and specification of the differences in the conflict resolution methods within various situational contexts was used. Model conflict situations were placed into three different environments (work, home, and among friends) and associated with two different conflicts (backbiting and false accusations). The results also confirmed the differences in use of the conflict resolution methods by managers both in terms of the environment in which the conflict occurred and the content of the conflict. Within the framework of these studies, gender-based comparisons have also been carried out confirming several gender specificities in the selection of ways to resolve conflicts between men and women.

Part of the book: Organizational Conflict

By Miroslav Frankovský, Zuzana Birknerová, Eva Benková and Ladislav Suhányi

Neuro-linguistic programming (NLP) can be considered as a tool for the identification and change of communication behaviour. NLP is based on the concept of the construct of behaviour created by the series of stages, which are perceived as one action. In this chapter, the attention is paid to the NLP characteristics, NLP techniques, mainly to representational systems, rapport, pacing and leading. The chapter presents the results from the research of the assessment of NLP based on comparing the respondents who attended NLP trainings and those who did not attend NLP trainings and comparing managers and non-managers. The research results indicate the effectiveness of NLP in the context of managerial communication.

Part of the book: Digital Communication Management