Regulating emotions at work: The role of emotional intelligence in the process of conflict, job crafting and performance

Abstract

Orientation: This study aimed to investigate the role of emotional intelligence (EQ) in the process of workplace conflict, job crafting and job performance.

Research purpose: To explore the relationship between self-focused EQ, task conflict, task crafting and in-role performance, as well as the relationship between other-focused EQ, relational conflict, relational crafting and extra-role performance.

Motivation for the study: Peer relationships and conflict may have an impact on work performance and enabling employees to manage relationships and conflict at work and may contribute to better overall productivity.

Research approach/design and method: A quantitative research design with cross-sectional analysis utilising PROCESS moderated mediation was followed in this study. The sample consisted of 293 employees across various industries in South Africa.

Main findings: The results showed that task crafting mediates the relationship between task conflict and in-role performance, whilst self-focused EQ moderated the relationship between task conflict, task crafting and in-role performance in the second stage. Relational crafting further mediated the relationship between task conflict and extra-role performance.

Practical/managerial implications: The study shows that job crafting is important for managing conflict on performance, whilst recognising self-focused EQ as an important predisposition to initiate self-driven behaviour that employees embark on in order to perform well.

Contribution/value-add: By analysing these relationships, organisations may better equip their employees with the internal resources needed to perform. Furthermore, an investigation into emotion regulation methods combined with proactive workplace behaviours increases our understanding of how to support and promote positive interactions and proactivity at work.