ANALYSE DES STRATEGIES DE RESOLUTION DE CONFLITS EN MILIEU DE TRAVAIL « CAS DE LA DIRECTION GENERALE DES DOUANES ET ACCISES/KINSHASA »

Kabanga Kabuya Jeannot Resh, Nzuzi Lubadika Lazard and Bikindu Nsunda Patrick
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Kabanga Kabuya Jeannot Resh: Teacher-Researchers at the National Pedagogical University
Nzuzi Lubadika Lazard: Teacher-Researchers at the National Pedagogical University
Bikindu Nsunda Patrick: Teacher-Researchers at the National Pedagogical University

Journal of Advance Research in Business, Management and Accounting, 2026, vol. 12, issue 2, 34-44

Abstract: This study examines the nature, causes, and management of conflicts within public administration. The findings reveal that interpersonal and hierarchical conflicts are prevalent, primarily driven by excessive workload, communication breakdowns, and perceived inequalities, all of which adversely affect organizational performance. Although civil servants generally express trust in existing internal mechanisms such as mediation and negotiation, their practical effectiveness is limited. Respondents recommend strengthening conflict prevention through targeted training, institutionalizing regular dialogue, and formalizing procedures in an internal charter. The results partially validate the initial hypotheses and are consistent with existing literature, which emphasizes training, dialogue, and institutional mediation as key levers for improving conflict management in the public sector.

Keywords: Analysis; Strategies; Resolution; Conflicts; Work (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:etq:jarbma:45

DOI: 10.61841/nn-bma-12-2-45

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