Analiza ključnih aspekata upravljanja konfliktima u području primarne zdravstvene zaštite
Analysis of Key Conflict Management Aspects in the Field of Primary Health Care

Summary/Abstract: Conflicts represent states of personal and organizational imbalances. Because of different interests (personal and organizational), different goals, different ways of realization of business activities, different values, priorities, perception of reality, cultural differences and psycho-sociological differences among groups and individuals, many conflicts arise in organizations. In this paper we explore organizational conflicts from different aspects in order to find out key types of conflicts according to the participants, frequency of their occurrence, their main causes and consequences, ways and strategies for their resolution. Research was conducted in eight institution of primarily health care in Croatia and encompassed 185 respondents. Research was based on questionnaire with 28 complex question for which answers in Lickert scale was proposed. Analysis has showed that interpersonal and some specific intergroup conflict arose frequently. There are also some consequences that arose frequently and strategies used in conflict resolution. All this aspects of conflicts were explored regarding to sociological and managerial characteristics of respondents. We also analyzed relations among causes, consequences and strategies used in conflicts resolutions.

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