This study is based on interviews with four managers in public elderly care and four managers in private elderly care. The aim of this paper is to examine how these managers are experiencing their leadership in relation to conflict management, and if the managers leadership differs depending on private or public elderly care. Leadership and conflict management are theories that have been used in order to analyze the empirical findings. Previous research that has been used in the study concerns “leadership/leadership styles”, “conflict management”, “to be active in the private/public elderly care”. Social workers often choose to work as a manager in private and public elderly care. The work as a manager is demanding with pressure from several/different parties and the manager faces new challenges. Conflicts are one challenge that mangers faces, and conflicts can be a sensitive topic. The study deals with the complexity that managers in the private and public elderly care faces, mainly based on the leadership role in conflict management. The results show that the interviewees leadership in this study, for the most part can be linked to the situational leadership style, which means that managers believe that leadership adapts to any situation that arises. They also experienced that the private elderly care has higher demands and that there is a bigger responsibility on the individual manger than it is in the public elderly care. There are many different support functions in the public elderly care that managers have the opportunity to take help from daily, that opportunity does not exist in private elderly care.

Η παρούσα διπλωματική εργασία αποτελεί μια προσπάθεια διερεύνησης της Συναισθηματικής Νοημοσύνης, της Ηγεσίας και της Διοίκησης Συγκρούσεων σε Ομάδες Διαχείρισης Κρίσεων (ΟΔΚ) και πώς όλα τα παραπάνω διαμορφώνονται με βάση τη χρονική στιγμή σε σχέση με την κρίση, δηλαδή τι ισχύει πριν, κατά τη διάρκεια και μετά την κρίση. Στην εμπειρική έρευνα που πραγματοποιήθηκε χρησιμοποιήθηκαν 117 δομημένα ερωτηματολόγια τα οποία συμπληρώθηκαν από στελέχη που είχαν συμμετάσχει τουλάχιστον μια φορά σε ΟΔΚ. Tο μεγαλύτερο ποσοστό των συμμετεχόντων στην έρευνα προέρχεται από τα Σώματα Ασφαλείας (Αστυνομία, Πυροσβεστική, Λιμενικό). Επίσης συμμετείχαν μέλη ΟΔΚ από Υπουργεία, Οργανισμούς του Ευρύτερου Δημοσίου Τομέα και Ένοπλες Δυνάμεις. Η παρούσα έρευνα οδήγησε σε ενδιαφέροντα συμπεράσματα, αναδεικνύοντας τους παράγοντες εκείνους που επηρεάζουν σημαντικά τη διαχείριση κρίσεων από τις εργασιακές ομάδες. Η διαχείριση κρίσεων αποτελεί μια δυναμική διαδικασία αλληλένδετων φάσεων, όπου η μια επηρεάζει την άλλη σημαντικά, καθορίζοντας σε μεγάλο βαθμό την εξέλιξή της. Παρατηρούμε λοιπόν ότι όταν η κάθε οργάνωση έχει την ικανότητα να εντοπίσει έγκαιρα τα σημάδια της επερχόμενης κρίσης, αυτό οδηγεί στην καλύτερη αντιμετώπισή της κατά τη δεύτερη φάση και εν συνεχεία όσο πιο αποτελεσματική είναι η αντιμετώπιση κατά τη δεύτερη φάση τόσο πιο γρηγορα θα επιστρέψει ο οργανισμός σε ομαλή λειτουργία. Συγκεκριμένα εξετάζοντας τη φάση πριν την κρίση καταλήγουμε στο συμπέρασμα ότι η φάση αυτή εξαρτάται σημαντικά από την κατηγορία της κρίσης που ξεσπά στην οργάνωση. Oι δυσεπίλυτες κρίσεις επηρεάζουν σε πολύ μεγάλο βαθμό την ανίχνευση, την πρόληψη και την προετοιμασία για την αντιμετώπιση τους, δηλαδή τη φάση πριν την κρίση, ενώ με ένα μικρότερο ποσοστό ακολουθούν οι συνηθισμένες κρίσεις. Έτσι καταλήγουμε στο ότι αυτοί οι τύποι κρίσεων διευκολύνουν τη Δημόσια Διοίκηση να είναι σε θέση να αναγνωρίζει πιθανά σημάδια έλευσής τους, να είναι προετοιμασμένη και να έχει την ικανότητα να τις αποτρέψει εν τη γενέσει. Σε ότι αφορά την αυτοεπίγνωση ως μερος της συναισθηματικής νοημοσύνης του επικεφαλής της ομάδας, θα μπορούσαμε να πούμε ότι με το να έχει ο τελευταίος αυτοεπίγνωση και επίσης να διατηρεί τον έλεγχο των αντιδράσεών του είναι δυνατό να προετοιμάσει την ομάδα του καλύτερα για μια κατάσταση κρίσης. Οι συνηθισμένες κρίσεις όπως και στην πρώτη φάση έτσι και κατά τη διάρκεια της κρίσης επηρεάζουν σημαντικά την αντιμετώπισή της. Επιπρόσθετα οι απρόσμενες κρίσεις φαίνεται να επηρεάζουν αρνητικά την αντιμετώπιση μιας κρίσης, προκαλώντας προβλήματα κατά τη φάση της κρίσης. Επίσης η επικοινωνία του επικεφαλής με τα μέλη της ομάδας του μέσα κυρίως από την ενσυναίσθηση και τις κοινωνικές του δεξιότητες και η ικανότητα του να λαμβάνει γρήγορες αποφάσεις στη διάρκεια της κρίσης συμβάλλει στην συνεργασία. Όσο καλύτερα οι ομάδες διαχειρίζονται τις κρίσεις, τόσο θα διασφαλίζεται η αποκατάσταση της ομαλότητας του οργανισμού και εν συνεχεία η αποκόμιση γνώσης και εμπειρίας. Η συναισθηματική νοημοσύνη και η επικοινωνία του ηγέτη επιδρά θετικά τόσο στην οργανωσιακή μάθηση, όσο και στη διαχείριση του άγχους των μελών της ομάδας. Αναφορικά με τη διοίκηση συγκρούσεων στο πλαίσιο της ομάδας αποδεικνύεται ότι η επιλογή της ενσωμάτωσης ή του συμβιβασμού επηρεάζεται σημαντικά από την ικανότητα των μελών της ομάδας να λαμβάνουν αποφάσεις. Όταν η ομάδα είναι προετοιμασμένη σωστά και έχει την ικανότητα να εντοπίσει έγκαιρα τα σημάδια της επερχόμενης κρίσης, αυτό οδηγεί στην επιλογή από το μέλος της ομάδας της εναρμόνισης με τον επικεφαλής ή έστω του συμβιβασμού για τη διαχείριση διαφωνιών. Η ανεπίσημη επικοινωνία μεταξύ των μελών της ομάδας επηρεάζει σε μικρό βαθμό αλλά αρνητικά τον συμβιβασμό μεταξύ των μελών της ομάδας και του επικεφαλής μιας και η προφορική επικοινωνία ή η καταγεγραμμένη ενημέρωση δημιουργούν πολλές φορές εντάσεις και τα άτομα δεν είναι διατεθειμένα να «μοιράσουν τη διαφορά» και να αναλάβουν ευθύνη φτάνοντας σε κοινές αποφάσεις. Σχευικά με τους παράγοντες εκείνους που επηρεάζουν σημαντικά τη διαχείριση κρίσεων δεν συναντήσαμε την αποτελεσματική ηγεσία του επικεφαλής μέσα από την ικανότητα του να εκτιμά πληροφορίες και να λαμβάνει αποφάσεις σε συνθήκες καθημερινής πίεσης και υψηλού ρίσκου καθώς και την βαθύτερη ανάπτυξη της συναισθηματικής του νοημοσύνης σχετικά με τα μέλη της ομάδας. Αυτό συνδέεται σε ορισμένες περιπτώσεις με την έλλειψη ή/και τοποθέτηση μη κατάλληλων στελεχών ικανών να ηγηθούν ομάδων σε συνθήκες κρίσης. Η αναπολεσματική διοίκηση σε πολλές περιπτώσεις ειδικά σε θέματα οργανωσιακών αλλαγών (δομές, διαδικασίες) ενισχύεται από την οργανωσιακή κουλτούρα καθώς και τους περιορισμούς από το πολιτικό και οικονομικό περιβάλλον (κεντρική διακυβέρνηση, μνημόνια). / This study aims to investigate the relationships between Emotional Intelligence, Leadership and Conflict Management in Crisis Management Teams (CMT). Participants were 117 individulas involved in CMT working at various fuctional units and different hierarchical levels in Police Force, Fire Service, Public Health Care organizations, Ministries and Army forces. This study contributes to our understanding of the defining factors that lead to successful crisis handling by teams. Crisis Management is a dynamic process that consists of three related stages: pre crisis, crisis and post crisis stage. Results provide support for the model since signal detection and preparation leads organization to a better response during crisis stage and subsequently to recovery in post crisis stage. Predictability of the crisis (intractable, conventional crises) is positively associated with handling during pre crisis stage. Also, leaders’ intrapersonal competencies (self awareness, self regulation) help them in order to face a crisis situation effectively on team basis. Research findings indicate that conventional crises are also related positively with appropriate handling during crisis stage. On the other hand, unexpected crises have a negative impact on crisis management process since public administration is not well prepared for the prescribed type of crisis. Overall leader-team member communication using interpersonal competencies (empathy, social skills) contributes effectively to cooperation. Team leader’s communication with members also enhance organizational learning during post crisis stage. On another but related issue crisis management is a group decision-making process. Results suggest that team members’ ability to make decisions is associated positively with the utilization of integrating or comprosing as conflict management style. Especially when CMT follows signal detection, prevention and crisis preparation, members have the willingness to integrate goals or to compromise with supervisor in order to reach a positive outcome for teamwork. Crisis leadership is another crucial factor for effective handling. According to empirical findings CMT leader’s ability in public administration to assess information and make decisions in the face of ambiguity, high stakes, and urgency is limited. Poor management in some cases maybe is due to internal factors (lack of human resources, selection process, organizational culture) as well as external factors (political leadership, economic crisis).

Σκοπός της παρούσας εργασίας είναι η μελέτη των μεθόδων διαχείρισης των διαφωνιών μεταξύ των στελεχών των ελληνικών ναυτιλιακών επιχειρήσεων. Συγκεκριμένα, πραγματοποιείται η διερεύνηση των συσχετίσεων μεταξύ των μορφών επικοινωνίας και των πέντε μεθόδων διοίκησης συγκρούσεων, καθώς και των σχέσεων των μορφών εξουσίας στις διαδικασίες λήψης αποφάσεων με τις πέντε μεθόδους διοίκησης συγκρούσεων. Τα πρωτογενή στοιχεία αντλήθηκαν με προσωπική συνέντευξη σε 108 εργαζομένους από Ναυτιλιακές Επιχειρήσεις του Πειραιά, της Πάτρας και της Θεσσαλονίκης. Τα ερωτηματολόγια κωδικοποιήθηκαν και ακολούθησε η επεξεργασία τους με το στατιστικό πακέτο SPSS 15.0. Επιπλέον, πραγματοποιήθηκε έλεγχος των υποθέσεων που είχαν τεθεί, μέσω της ανάλυσης παραγόντων που ανέδειξαν νέες μεταβλητές που συσχετίσθηκαν με το συντελεστή συσχέτισης Pearson και την πολλαπλή παλινδρόμηση. / -

In South Africa, private and public sector organizations have been experiencing conflict at an increasing rate during the past few decades and especially the last ten years. The prominence and high level with which conflict is regarded in this new democracy has made the study of this phenomenon more relevant. Especially within business organizations, between individuals, groups, and at management level, the influence of transformation and affirmative action has steadily affected interpersonal and intergroup relations. This situation makes it more difficult to handle or to manage. The lack of knowledge experienced in many business organizations causes mismanagement of conflict which eventually (directly or indirectly) affects the productivity of the employee corps and subsequently, the effectivity or profitability of the organization. The objective of this study was to establish by means of a comparative theoretical and empirical analysis, the nature, causes and handling/ management styles of conflict within a public and a private sector organization. Being respectively non-profit and profit driven organizations and having introduced affirmative action and transformation at different degrees, it was possible to evaluate the effect with regard to conflict. The research method followed in this study was both qualitative and quantitative. In the first five chapters a theoretical, qualitative approach was applied. Different theories of conflict, from the classical, neo-classical to modern systems, were analysed in order to establish sources of conflict. From this discussion, an analysis of conflict which was viewed by the theories of both Karl Marx and Ralph Dahrendorf to be a social interactive process characterized by force, strife and animosity, was accepted to form the basis of the study regarding the sources of conflict. Departing from this basis the various concepts of conflict as developed in the literature were studied in a comparative way. This was followed by a comparative analysis of conflict handling processes for which an adapted conflict process model was presented. The elements of this model form the core research of this study. Analysis of three key conflict handling style models (Thomas-Killman, ROC-II and CMS) were consequently compared to decide which one would be the most suitable for the empirical survey. The second part of this study consisted of a quantitative comparison of causes, handling styles and manifestation of conflict on an interpersonal basis within a local authority and an agricultural company. This was done by means of questionnaires containing designed variables obtained from the qualitative section of the study and a standardized section borrowed from Rahim's ROC-II model questionnaire. The descriptive statistical analysis was done with the SPSS-program in consultation with the STATCON Bureau of the Rand Afrikaans University. The empirical survey validated the viewpoints brought forward in the qualitative part of the study. By way of the results obtained from the analysis, the four hypotheses which were linked to the set objectives of the study were validated. The four hypothesis are: - A significant difference exists with regard to the causes of conflict between a local authority and agricultural organization. - A significant difference exists between employees of the local authority and the agricultural organization's perception of what effect conflict has on them. - A significant difference exists in the frequency with which different conflict-handling styles are used when compared to different background variables in both organizations. - A significant difference exists in the frequency with which different conflict-handling styles are used amongst employees of the agricultural organization and local authority Explicit findings with regard to the literature (qualitative) and empirical (quantitative) study were brought forward, and practical recommendations for management as well as recommendations for further research were made. / Thesis (Ph.D. (Industrial Sociology))--North-West University, Potchefstroom Campus, 2005.

This study examined the nature of teacher conflict and conflict management strategies employed by teachers in sixteen selected primary schools in the Pitseng region, Lesotho. The study was informed by the micro-political and organizational theories of Ball (1987), the two-dimensional model of conflict management proposed by Rahim (1983), and the model of oppression conceptualised by Young (2000). The study utilized a mixed methods approach. The sample included 16 schools and 163 teachers. The data collection techniques included a questionnaire survey and semi-structured interviews. Data were analyzed quantitatively and qualitatively. The findings revealed that teachers experienced institutional, cultural and personal conflicts within the micro-politics of the school settings. The complexity of teacher conflict becomes evident in the intersection of factors such as educational policy, religion, cultural norms and beliefs, ideologies and social groupings within schools. It is argued that embedded in teacher conflict are forms of oppression and domination and related power struggles. Four cross cutting issues exacerbate teacher conflict in the study schools, and these are: poor communication or lack of dialogue, inadequate conflict management skills, ineffective school leadership, and teacher stress within schools. The study revealed that teachers used strategies that were located mainly in three conflict management domains: integrating, obliging and compromising. Power dynamics within schools, religious and cultural ideologies, norms and beliefs, and lack of support were viewed as barriers to effective conflict management. Lack of support from the school management was cited as a major problem in addressing teacher conflict in these schools. The study has important implications for policy implementation at school and national levels, teacher development and school leadership training. The focus of conflict management training should be on getting teachers to analyse conflict and situations that trigger conflict through a social justice lens. A key aim would be to build socially just and inclusive school cultures located in a rights discourse, and grounded in the principles of participation, accountability, social inclusion, non-discrimination and linkages to human rights standards. / Thesis (M.Ed.)-University of KwaZulu-Natal, Durban, 2010.

This study is an evaluation of the Rwandan unity and reconciliation process and was undertaken to assess whether it possesses the potential for building sustainable peace in the country. The study used an analytical method to measure the key activities of the National Unity and Reconciliation Commission, the national body that oversees the efforts aimed at promoting unity and reconciliation among Rwandans. Before properly analysing the process, the study outlined a number of conditions that are necessary for true reconciliation and sustainable peace to be achieved. The analysis allowed a comparison of these conditions to the context in which the unity and reconciliation process is being conducted in Rwanda. This required the exploration of the entire situation at political, economic and social levels. Particular attention has been paid to the situation after the 1994 genocide to examine developments from then until to the present. It became evident during the study that decisive structural changes have been undertaken to prepare a supportive environment for unity, reconciliation and peace. Appropriate structures' reform occurs in the domains of good governance, economic planning and justice. It also became evident, however, that some important obstacles to unity and peace persist, specifically poverty, reluctance to cooperate with 'Gacaca' traditional courts, corruption and opportunistic political leaders. Appropriate measures have to be taken in addressing these issues for sustainable peace to be a new way of life for all Rwandans. Generally, the study showed that the process of unity and reconciliation in Rwanda has the potential to succeed since high governing leaders are engaged to restore unity and reconciliation in the country. Political will, the study revea led, is an essential ingredient for sustainable peace. The study also listed a number of encouraging results of the process and proposed some measures to strengthen unity, reconciliation and peace. / Thesis (M. Com.)-University of Natal, Durban, 2003.

Cette thèse a pour objectif de contribuer à la compréhension des conflits de rôles vécus par les auditrices légales. Ces conflits de rôles et leurs modes de gestion sont analysés dans un contexte professionnel et relationnel spécifique : celui des interactions avec le client. Cette thèse se présente sous la forme d’une étude de terrain qualitative combinant trois méthodes de recueil des données : observations non participantes, entretiens semi-directifs et récit de vie. L’échantillon d’étude est composé d’auditrices exerçant dans les grands cabinets anglo-saxons dits Big 4 ainsi qu’auprès de professionnelles ayant fait le choix de l’exercice en libéral, d’auditeurs et de client(e)s. Nous identifions six rôles endossés par les auditrices en situation d’interactions avec le client, dont le rôle d’objet sexuel, absent de la littérature comptable. Les interactions peuvent ré-activer des conflits de rôles déjà vécus de l’intérieur des firmes, en générer de nouveaux, inhiber ou supprimer certains conflits de rôles. Nous mettons en évidence deux conflits inter-rôles qui relèvent d’une co-construction de sens entre l’auditrice et le client. Ils induisent deux modes de gestion des conflits de rôles différents et non mutuellement exclusifs. Le premier est composé de cinq tactiques interactionnelles adaptatives qui font l’objet d’une typologie. Le second relève de questionnements de fond et d’une réinterprétation quant au rôle de professionnelle prescrit par les firmes d’audit. Il envisage la conciliation de registres d’interactions à la fois masculin et féminin avec le client. Enfin, des différences en termes de conflits de rôles et de leur gestion sont identifiées entre les auditrices exerçant en Big 4 et celles exerçant en libéral au sein de petites ou moyennes structures. / This thesis aims to help better understand role conflicts experienced by female statutory auditors. These role conflicts and the way they are managed are analysed in a specific professional and relational context: that of interactions with the client. This thesis is presented in the form of a qualitative field study combining three methods of collecting data: non participative observations, semi-directed interviews and life history. Our sample includes female auditors working in Big 4 firms and medium or small sized firms, as well as male and female clients. It reveals six roles taken on by female auditors, including that of sexual object, absent from accounting research. Interactions with clients can reactivate role conflict experienced within the firms, generate new ones, inhibit or even suppress some of them. It identifies two inter-role conflicts arising from a co-construction of meaning between the female auditor and the client. It also reveals two kinds of role conflict management which are not mutually exclusive. The first is composed of six adaptative interactional tactics which reinforce an established order of gender and where women are both victims and agents of their condition. A typology of these adaptative interactional tactics is proposed. The second, which could be qualified as radical, comes from a deep questioning of the professional role defined by audit firms. It consists of a reinterpretation of the professional role of female auditors. It envisages the reconciliation of both masculine and feminine modes of interaction with the client. Differences in termes of conflict roles and role conflict management are identified between female auditors working in Big 4 firms and female auditors working in medium or small sized firms.

Zimbabwe as a country has successively been faced with a number of challenges that others argue to be a result of either poor governance or colonial imbalances. However, despite the contestation with regards to the cause of the crisis situation, several armed struggles continued to wreck the economy. This continuous collapse of the economy resulted in the ruling government slowly becoming unpopular to the people, thus it paved way to the formation of the Movement for Democratic Change (MDC); an opposition political party to the dominant Zimbabwe African National Union –Patriotic Front (ZANU-PF). The formation of the opposition party then triggered tensions, which later saw the March 2008 elections’ tension calling for a power-sharing agreement. Therefore, it is against this background that the research critically examines the role played by Civil Society Organisations (CSOs) in conflict transformation since the formation of the unity government. In addition, the study is also conducted against the background of scholarly interest to understand the relationship between CSOs and the Zimbabwean government, during the period that marked the introduction of the inclusive government 2009-2012. The study will also look at the key competencies of CSOs, which are complimentary to the process of conflict transformation and further outline the need for active participation from CSOs and other stakeholders to the process. In addition, it is worth noting that while CSOs make numerous attempts to vigorously participate in conflict transformation, factors such as restrictive government policies, lack of funding and government interference continually undermines their contribution. Autonomous and sustainable operations of CSOs in such limiting environments is virtually impossible hence, there is need for drastic measures to be employed in order to address this contradiction. / Thesis (M.Com.)-University of KwaZulu-Natal, Durban, 2013.

In South Africa, private and public sector organizations have been experiencing conflict at an increasing rate during the past few decades and especially the last ten years. The prominence and high level with which conflict is regarded in this new democracy has made the study of this phenomenon more relevant. Especially within business organizations, between individuals, groups, and at management level, the influence of transformation and affirmative action has steadily affected interpersonal and intergroup relations. This situation makes it more difficult to handle or to manage. The lack of knowledge experienced in many business organizations causes mismanagement of conflict which eventually (directly or indirectly) affects the productivity of the employee corps and subsequently, the effectivity or profitability of the organization. The objective of this study was to establish by means of a comparative theoretical and empirical analysis, the nature, causes and handling/ management styles of conflict within a public and a private sector organization. Being respectively non-profit and profit driven organizations and having introduced affirmative action and transformation at different degrees, it was possible to evaluate the effect with regard to conflict. The research method followed in this study was both qualitative and quantitative. In the first five chapters a theoretical, qualitative approach was applied. Different theories of conflict, from the classical, neo-classical to modern systems, were analysed in order to establish sources of conflict. From this discussion, an analysis of conflict which was viewed by the theories of both Karl Marx and Ralph Dahrendorf to be a social interactive process characterized by force, strife and animosity, was accepted to form the basis of the study regarding the sources of conflict. Departing from this basis the various concepts of conflict as developed in the literature were studied in a comparative way. This was followed by a comparative analysis of conflict handling processes for which an adapted conflict process model was presented. The elements of this model form the core research of this study. Analysis of three key conflict handling style models (Thomas-Killman, ROC-II and CMS) were consequently compared to decide which one would be the most suitable for the empirical survey. The second part of this study consisted of a quantitative comparison of causes, handling styles and manifestation of conflict on an interpersonal basis within a local authority and an agricultural company. This was done by means of questionnaires containing designed variables obtained from the qualitative section of the study and a standardized section borrowed from Rahim's ROC-II model questionnaire. The descriptive statistical analysis was done with the SPSS-program in consultation with the STATCON Bureau of the Rand Afrikaans University. The empirical survey validated the viewpoints brought forward in the qualitative part of the study. By way of the results obtained from the analysis, the four hypotheses which were linked to the set objectives of the study were validated. The four hypothesis are: - A significant difference exists with regard to the causes of conflict between a local authority and agricultural organization. - A significant difference exists between employees of the local authority and the agricultural organization's perception of what effect conflict has on them. - A significant difference exists in the frequency with which different conflict-handling styles are used when compared to different background variables in both organizations. - A significant difference exists in the frequency with which different conflict-handling styles are used amongst employees of the agricultural organization and local authority Explicit findings with regard to the literature (qualitative) and empirical (quantitative) study were brought forward, and practical recommendations for management as well as recommendations for further research were made. / Thesis (Ph.D. (Industrial Sociology))--North-West University, Potchefstroom Campus, 2005.

Background: The success achieved with the South-African Police Service’s generic Personnel Capacity-Building Programmes contributed to a 2003 decision by the National Commissioner that a similar type of intervention should be included in the basic training of SAPS recruits. This led to the development of the Self-Management Programme. This programme is, since July 2004, an integral part of the empowerment of more than 8000 recruits annually and is presented on a bi-annual basis. A comprehensive study into the programme’s short-term and long-term effect and return on investment (ROI) was launched in 2004. This thesis will report on the results achieved with the measurement of the programme’s human relation and health maintenance components. Objectives: The primary aim of the study was to determine the effect of the Self-Management Programme’s human relations and health maintenance modules on the knowledge, attitude and behaviour of SAPS recruits, as well as the programme’s return on investment coefficient. Method: The study utilised an experimental research design, as well as focus groups and triangulation. It involved an average of 520 recruits (400 for the experimental groups and 120 for the control groups) per module. This was supplemented by qualitative research in which 91 recruits participated in various focus groups. The modules and programme was also subjected to a structured and comprehensive return on investment analysis. Results: Through the triangulation of measurements it was ascertained that the human relations and health maintenance modules had a practical significant effect on the recruits’ knowledge, attitude and behaviour and empowered them on both a personal and a professional level. The ROI analysis also showed that the programme was of considerable financial benefit to the SAPS and should remain as an integral part of all new recruits’ training in the future. / Thesis (Ph.D. (Social Work))--North-West University, Potchefstroom Campus, 2006.