Abstract:

Many enterprises operating today are aimed at minimizing labor costs and maximizing productivity. In this context, conflicts in organizations are seen as one of the biggest factors that cause productivity to decrease in enterprises, as well as being a situation that businesses do not want. Enterprises that do not want to experience a decrease in productivity and the negative situations that will follow should try to find solutions to the conflicts experienced in the organization using conflict management styles. The aim of the study is to determine the causes of organizational conflict and the comparative importance levels of conflict management styles according to senior managers working in the banking sector. According to the results of the Analytical Hierarchy Process method, the most important factor causing conflict in the banking sector is communication deficiencies. Other factors, respectively; differences in goals, interests and values, differences in perceptions, intra-organizational power struggle, personality differences, status differences, confusion in organizational duties and responsibilities, inability to effectively allocate resources and form of supervision are. Of the conflict management styles in the banking sector, the most preferred factor is the elimination of the source of the conflict. Other factors, respectively; problem solving approach, use of force, changing the parties to the conflict, voting method, complaint procedures, common participatory governance, smoothing and engagement method are the problem solving approach. Determining the importance levels of these factors will be able to give an insight to senior managers in terms of the types of conflicts and management styles that may occur in the banking sector.

Keywords: