Prevention of Conflicts with Clients on the Basis of "Tinkoff Bank"

The work is devoted to the prevention of conflicts with customers in banking, the study was conducted on the basis of the company "Tinkoff Bank". In the introduction, the purpose of the work is formulated, the object, subject, research methods are determined, the degree of development of the problem is analyzed. The first Chapter describes the theoretical aspects of conflicts in the organization. The first paragraph deals with the concept of conflict in the organization. In the second paragraph the specificity of conflict management is revealed. The third section is devoted to the peculiarities of conflicts in the banking sector and their prevention. The second Chapter presents an empirical study of conflicts in customer service in the organization of "Tinkoff Bank". In the first paragraph describes the diagnostic procedure with the use of techniques such as: questionnaire on assessment of level of conflict (by V. Ryakhovsky), a test method for determining types of behavior in conflict (Thomas). The second section presents the results of diagnostics, their analysis and interpretation. The third paragraph contains the developed practical recommendations for the prevention of conflict situations of employees with customers in LLC "Tinkoff Bank". The conclusion contains the findings of the study, which can be used by the heads of the Department of the e-mail sector of Tinkoff Bank LLC, and they can be useful directly to the employees of the division. The work contains a list of references, which contains 63 sources and applications.