Personality Traits and Conflict Management Styles, mediating role of Emotional Intelligence and Servant Leadership

Abstract

This study aims to examine how personality traits influence conflict management styles, and the mediating roles of emotional intelligence and servant leadership. Drawing on the Ability-Motivation-Opportunity (AMO) theory, the research proposes a model that explains how individual dispositions, emotional competencies and leadership behaviors make conflict management style. The study conducted in the Pakistani telecommunications sector, a context marked by hierarchical structures, high emotional labor, and frequent interpersonal interactions. A quantitative, cross-sectional survey design was employed, targeting employees from major telecom companies in Punjab, Pakistan. A structured 376 questionnaires were analyzed using stratified random sampling, and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test both direct and indirect relationships among the variables. The findings reveal that personality traits significantly predict conflict management styles. Both emotional intelligence and servant leadership partially mediate this relationship. Emotional intelligence enables individuals to regulate emotions and manage social dynamics during conflict, while servant leadership fosters a trusting and collaborative environment that supports healthy conflict resolution. These results provide empirical support for the AMO framework and highlight the importance of integrating personal attributes with behavioral and contextual factors.