Özet:

In the current study, which aimed to examine the conflicts experienced in educational organizations and the informal mediator roles undertaken in these conflict processes, descriptive survey model which is one of the quantitative research methods, was used. Opinions of the participating teachers or administrators determined by using the criterion sampling method in the study were taken using an online form. The data obtained were analyzed within the framework of research questions using the descriptive analysis technique and the data were brought together under various categories and themes. In light of the findings of the study, it was determined that the conflicts in schools are caused by teachers, school administration or parents and the conflicts are mostly caused by factors such as communication problems, work distribution, differences, administrative disagreements, sharing, expectations, physical conditions, pressure and discrimination. When the characteristics of the people who undertake the role of informal mediator are examined, it is seen that traits such as strong communication skills, composure, impartiality, result and solution-orientedness, tolerance and being positive and optimistic come to the fore. When the methods used by the informal mediators were examined, it was determined that they use methods such as effective communication, active listening to the parties, managing the situation with a fair understanding, offering joint solutions, bringing the parties together, creating a suitable environment and using their expertise.

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