Conflict management methodology in the transport industry.

The article presents a methodology for diagnosing and preventing conflicts in a company. Currently, there are no such methods in Russian management science, although they are extremely in demand in practice. The methodology developed by us is universal, intended for organizations regardless of the ownership form and management sphere, and can be successfully applied in the railway industry. The methodology is based on the negative factors' analysis identified in the diagnosing process associated with high workload and staff' work quality, low wages, high turnover and a large number of customer complaints. The conflict probability is calculated further and an interpretation is presented according to the scale developed by the authors. The methodology was tested by us in several companies in the Ural Federal District. Its simplicity and results reliability were noted. The proposed methodology will enable Russian railways to improve operational efficiency and passenger satisfaction. [ABSTRACT FROM AUTHOR]