Organisationer är beroende av ledare och medarbetare. I yrken som berör andra människor har kommunikation och bemötande stor betydelse och kräver vissa egenskaper hos personalen. Där möten med andra sker uppstår ibland konflikter. Studien omfattar både en kvalitativ och en kvantitativ del. Syftet med studien var att studera ledare och medarbetares upplevelse och hantering samt konsekvenser som kan uppstå i samband med konflikter. En intervjustudie med tre ledare och en enkätstudie med 59 medarbetare genomfördes i tre organisationer som har sin verksamhet inom LSS. Resultatet visade att konflikter kan upplevas både positivt och negativt. Ledarna hade olika strategier för hur de hanterade konflikter. De flesta medarbetare upplevde att konflikter löstes på ett bra sätt samt att de flesta trivdes med sitt yrke och arbetsuppgifter. Ledarskap, personliga egenskaper, arbetsmiljö, trivsel, kommunikation och bemötande inverkar på konflikter. Konsekvenser av konflikter berör hälsa och utveckling både hos individen och hos organisationer.
Organizations are dependent on their leaders and their staff. In occupations which integrate with other people, communication and reception are of great importance and require certain qualities of the staff. Sometimes conflicts turn out, where people meet.This study amounts one qualitative part and one quantitative. The purpose of this study was to see leaders and co-workers and to learn about their experiences, their actions and also the consequences that may appear together with conflicts. An interview was performed with three directors and a questionnaire was made and answered by 59 co-workers. The results showed that conflicts can be taken as something both positive and negative. The leaders had different strategies how to handle the conflicts. Most of the staff felt they solved the conflicts in an appropriate way and also that they were comfortable with their occupation and their responsibilities. Leadership, individual personality qualities, work environment, communication and reception have all together effects on conflicts. The consequences of conflicts are affecting both health and progress to individuals as well as the organization as a whole.