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Conflict Resolution and Complaint Management at School

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Initiation of Educators into Educational Management Secrets

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Abstract

The conflicts and oppositions that arise in a school unit are diverse and numerous. Since the school head is responsible for the smooth and effective functioning of the school unit, they should recognize these conflicts, be able to perceive their possible resolution and accurately forecast whether these conflicts will make a positive or negative contribution to the school’s performance.

Conflicts in the work place may have different roots. For example, a conflict could be a result of the competition between members that surfaces as they try to exercise influence over one another. It could be due to a lack of financial resources and a lack of organizational support or personal differences, or it could be the consequence of trying to satisfy different needs, ambitions, targets and motives. Hence, the level of response given by the school members (in terms of appropriate professional behaviour) towards the efficient completion of a project and the achievement of the school aims depends heavily on the school climate.

This chapter:

  • Examines the meaning, sources and the types of conflicts within a school environment

  • Analyses conflict management strategies in a school

  • Identifies the key factors of effective conflict management strategy in a school unit and provides guidelines for appropriate complaint management

  • Finally presents case studies from real school scenarios

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Authors and Affiliations

  1. Department of Primary Education, School of education, University of Athens, Athens, Greece

    Christos Saitis

  2. Department of Home Economics & Ecology, School of Environment, Geography & Applied Economics, Harokopio University, Athens, Greece

    Anna Saiti

Authors
  1. Christos Saitis
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  2. Anna Saiti
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Saitis, C., Saiti, A. (2018). Conflict Resolution and Complaint Management at School. In: Initiation of Educators into Educational Management Secrets. Springer, Cham. https://doi.org/10.1007/978-3-319-47277-5_6

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  • DOI: https://doi.org/10.1007/978-3-319-47277-5_6

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  • Print ISBN: 978-3-319-47276-8

  • Online ISBN: 978-3-319-47277-5

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