Management Based on Conflict Theory: Modern Trends in the Banking Sector

Conflictology is a social science that provides answers to questions about the causes of conflicts, their nature, causes of development and possible solutions. Modern conflictology actively studies not only the problems of interpersonal communication in small social groups, but also makes it possible to resolve conflicts using modern techniques at the corporate level. The authors made an attempt to classify theories, the application of which best meets the needs of the conflict management process at the corporate level. The article more fully reveals the type of conflicts in the banking sector; the object of the study was Sberbank. To complete the study, similar characteristics of other major players in the Russian banking system were analyzed. The study is based on the quality of service and customer satisfaction with banking services. Separate attention is paid to conflicts in the team, at the level of relationships between superiors and subordinates, and at the level of linear units. Based on the findings about the quality of conflict management at Sberbank, proposals were formulated, the use of which will help bring the processes of personnel and conflict management in the banking sector to a qualitatively new level. Particular attention is paid to the possibility of mathematical modeling of a conflict situation and the need to introduce mathematical methods into the personnel management system.