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Analyse Des Strategies De Resolution De Conflits En Milieu De Travail « Cas De La Direction Generale Des Douanes Et Accises/Kinshasa »

Author

Listed:
  • 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)

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.

Suggested Citation

  • Kabanga Kabuya Jeannot Resh & Nzuzi Lubadika Lazard & Bikindu Nsunda Patrick, 2026. "Analyse Des Strategies De Resolution De Conflits En Milieu De Travail « Cas De La Direction Generale Des Douanes Et Accises/Kinshasa »," Journal of Advance Research in Business, Management and Accounting, NN Publication, vol. 12(2), pages 34-44, July.
    • Handle: RePEc:etq:jarbma:45
    DOI: 10.61841/nn-bma-12-2-45
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