Philippine E-Journals

Conflict Management Style, Social Support, and Teamwork in a Call Center Environment

Elizabeth Patricia M. Grozman

Discipline: Sociology, Organizational Culture

 

Abstract:

This study investigated the relationship between Thomas-Kilmann’s five conflict management styles, social support, and teamwork in a call center and explored the differences in conflict management style between managers and front liners in the organization. Confirmatory factor analysis was carried out to test the construct validity of the measures and correlational analysisand analysis of variance were conducted to test the hypotheses. Results showed that the collaborating, competing, and accommodating conflict management styles have significant relationship with teamwork. Avoiding had a significant relationship with social support and social support had a strong, positive relationship with teamwork. Lastly, findings showed that managers tended to be more competitive in their conflict management style compared to front liners who were more accommodating.