The Role of Emotional Intelligence in Conflict Resolution: A Study of HR Professionals' Strategies and Effectiveness

Abstract

This study analyzed the impact of emotional intelligence on the conflict resolution effectiveness of HR practitioners in the major cities of Pakistan. The research also focused on the value of the various elements of emotional intelligence on the conflict resolution approach taken and the results achieved. Within the study, 150 HR practitioners completed emotional intelligence and conflict resolution effectiveness questionnaires, in addition to 20 senior professionals who were involved in semi-structured interviews. The five cities of Pakistan, i.e. Karachi, Lahore, Islamabad, Peshawar, and Quetta, were the target sample cities of this research study. This research study lasted from January to April 2025. The results of the quantitative study showed the presence of positive correlations in the emotional intelligence elements of self-awareness, self-regulation, empathy, social skills, and conflict resolution effectiveness, with the strongest and most significant resolution effectiveness correlation being empathy (r=0.782, p<0.001). The results of the qualitative findings showed the five self-regulated and emotionally intelligent HR professionals active, implemented and utilized the strategies of listening, emotional regulation, perspective-taking, collaborative problem-solving, relationship maintenance, and these strategies were linked with and formed successful outcomes in conflict resolution. Based on these findings, this research study showed that in the Pakistani context, emotional intelligence positively impacts the workplace conflict resolution skills of HR professionals and is thus, an important skill that they should possess to maintain workplace harmony.