Development of a Conflict Management Prototype Model for Schools under the Khon Kaen Primary Educational Service Area Office 1: A User Experience Research

Abstract

          This research aimed to: 1) analyze user experiences, 2) develop a prototype model, and 3) evaluate the suitability of the prototype model for conflict management in schools under the Khon Kaen Primary Educational Service Area Office 1. The research was conducted in three phases. In the first phase, user experiences related to the causes of and strategies for conflict management in schools were explored through interviews with 10 school administrators and teachers. In the second phase, a prototype model for conflict management in schools was developed and its quality assessed by three experts. In the third phase, the model’s suitability was evaluated by 310 teachers. The research instruments consisted of 1) an interview form, 2) a model quality assessment form, and 3) a model suitability assessment form. Data were analyzed using mean and standard deviation. The findings revealed that: 1) User experiences indicated three dimensions of conflict causes in schools: personal characteristics, organizational interactions, and resources. Recommended conflict management strategies included: listening and understanding the causes of conflict impartially, effective communication, proactive conflict resolution, addressing issues before escalation, fostering collaboration, and enhancing emotional intelligence, 2) The developed conflict management prototype model, referred to as the PEACE MODEL, comprised five components: P: Proactive Approach, E: Effective Communication, A: Active Listening, C: Collaboration, and E: Emotional Awareness. The quality assessment of the model by experts indicated an overall rating at the highest level, and 3) The model’s suitability, as assessed by the teachers, was also rated at the highest level (mean = 4.852, S.D. = 0.356).