The relation between generational differences and conflict management styles in a telemarketing call center.

摘要

The primary goal of this study was to determine the degree of relation between the four generations' statuses and their conflict management styles (CMS). A descriptive-correlational research and triangulation methods were applied to explore this relation. Three types of statistical analyses were conducted specifically one-way analysis of variance (ANOVA), Pearson's chi-squares, and Pearson's Product Moment Correlations. The findings suggested that there were no differences between generation statuses in terms of CMS, whether comparing the four generations or the two largest generations. In this case, resulting in a failure to reject HO, in both sets of analyses. An inference could be drawn that generational tensions are probably caused by factors other than CMS, such as individual needs.