managementranepaУправленческое консультированиеAdministrative Consulting1726-11391816-8590Russian Presidential Academy of National Economy and Public Administration. North-West Institute of Management.10.22394/1726-1139-2020-5-102-115managementranepa-1426Research ArticleОБЩЕСТВО И РЕФОРМЫSOCIETY AND REFORMSКультура разрешения организационных конфликтов и ее влияние на удержание сотрудников: исследование российских компанийThe Culture of Conflict Resolution and its Influence on Employee Retention: A Study of Russian Companieshttps://orcid.org/0000-0002-1866-3633БайерЮ. П.BayerJ. P.

доцент кафедры социальных технологий, кандидат социологических наук

Санкт-Петербург

 researching and staging a topic, conducting research, processing results, writing sections of an article

 Saint-Petersburg

juliabayer@yandex.ruКривобоковЮ. В.KrivobokovJ. V.

управляющий проектами

conducting research, collecting and analyzing the results

Saint-Petersburg

krivobokov@spb-projekt.ruГавриловМ. В.GavrilovM. V.

совладелец завода «Норма», исполнительный директор

Санкт-Петербург

conducting research, collecting and analyzing the results

Saint-Petersburg

maxim.gavrilov@foldin.ruhttps://orcid.org/0000-0002-8300-5223ВасильеваВ. А.VasilyevaV. A.

заместитель директора Научной библиотеки 

study of sources, writing sections of an article

Saint-Petersburg

vasileva-va@ranepa.ruРоссийская академия народного хозяйства и государственной службы при Президенте Российской Федерации (Северо-Западный институт управления РАНХиГС)Russian Presidential Academy of National Economy and Public Administration (North-West Institute of Management, Branch of RANEPA)Стокгольмская Школа Экономики, МВАStockholm School of EconomicsРоссийская академия народного хозяйства и государственной службы при Президенте Российской Федерации (Северо-Западный институт управления РАНХиГС)Russian Presidential Academy of National Economy and Public Administration (North-West Institute of Management, Branch of RANEPA), Saint-Petersburg20202506202005102115Copyright © Байер Ю.П., Кривобоков Ю.В., Гаврилов М.В., Васильева В.А., 20202020Байер Ю.П., Кривобоков Ю.В., Гаврилов М.В., Васильева В.А.Bayer J.P., Krivobokov J.V., Gavrilov M.V., Vasilyeva V.A.Данная работа распространяется под лицензией Creative Commons Attribution 4.0.This work is licensed under a Creative Commons Attribution 4.0 License.https://www.acjournal.ru/jour/article/view/1426Цель

Цель. Целью социологического исследования является оценка и выявление проблем в культуре разрешения организационных конфликтов в российских фирмах и влияние стратегий разрешения конфликтов в организациях на удержание сотрудников в этих фирмах.

Материалы и методы

Материалы и методы. Авторы провели качественное и количественное исследование методом анкетирования сотрудников выбранных для настоящего исследования организаций. Сотрудники выбранных фирм имели равные шансы попасть в анонимную выборку организаций. Для подтверждения результатов был использован также метод наблюдения. Компании отбирались исходя из гипотезы о различиях культуры разрешения конфликтов в организациях различного масштаба — для исследования были взяты представители малого, среднего и крупного бизнеса.

Результаты

Результаты. Исследование выявило очевидные недостатки культуры разрешения конфликтов в российских организациях. Отсутствие института посредничества в виде профессионального инструктора либо специально обученного специалиста по персоналу не позволяет разрешать конфликты с наименьшими потерями. При этом результаты исследования выявили практически полное отсутствие информации у сотрудников компаний о политике разрешения конфликтов в их организациях, что отрицательно сказывается на стабильности организаций и текучести кадров.

Ограничения / последствия исследования — в статье показаны первые результаты эмпирического исследования культуры разрешения конфликтов в организации. В нашем случае мы не имели возможности изучить положительный эффект от внедрения в организационную систему методов посредничества. Дальнейшие исследования будут направлены на исследование результатов от внедрения наших рекомендаций.

Оригинальность / ценность. Впервые был использован единый подход к оценке культуры разрешения конфликтов в различных по масштабу российских организациях. На основе эмпирических результатов мы разработали практические рекомендации по управлению конфликтами, которые будут полезны не только для управления организациями, которые мы исследовали, но и для тех, кто когда-либо сталкивался с конфликтом на работе. Кроме того, данное исследование подтверждает выдвинутые ранее теоретические положения о необходимости использования института медиации. 

Purpose — The purpose of this paper is a pilot study of e-communications in three Russian firms to assess the culture of conflict resolution and the impact of strategies on employee retention at these firms.

Design/methodology/approach — Qualitative and quantitative research through a questionnaire and observation method to confirm the results. We use questionnaires by spontaneous sampling with quota elements; employees of the three selected firms have an equal chance of getting into an anonymous sample.

Findings — The culture of conflict in any organization should include professional mediation (fulfilled either by professional instructor or by a specially trained HR-specialist). All members of the organizational “family” should be informed that dealing with conflict and solving it is much better and productive than hiding and suppressing it.

Research limitations/implications — The paper shows the first results of the conflict study. It shows obvious drawbacks of contemporary empirical conflict solving. Further research should explore the effects of the recommendations we made and their fulfillment.

Originality/value — The article assesses the main conflict triggers in Russian organizations of various sizes. It also reveals the key assumptions that both workers and employers have that prevent them from effectively resolving conflicts. Based on empirical results, we have developed practical recommendations on conflicts that will be useful not only for managing the organizations we have studied but also for those who have ever encountered a conflict at work. 

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The authors declare that there are no conflicts of interest present.