Assessing the effectiveness of conflict prevention and mediation training in Hungarian public service : a mixed-methods approach

Hossain, MD Shakhawoat (2025) Assessing the effectiveness of conflict prevention and mediation training in Hungarian public service : a mixed-methods approach. GRADUS, 12 (2). pp. 1-12. ISSN 2064-8014

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Abstract

Conflict prevention and mediation have become essential competencies in contemporary public service, particularly within law enforcement and administrative institutions where officers regularly manage high-tension interactions with citizens and stakeholders. Mediation is defined as a structured conflict resolution process in which a neutral third party facilitates communication between disputing parties to achieve a voluntary and mutually acceptable agreement [1]. In Hungary, structured conflict prevention and mediation training programs have been increasingly integrated into public service education; however, their practical effectiveness and transfer into workplace behavior remain insufficiently examined. This study assesses the effectiveness of conflict prevention and mediation training in Hungarian public service using a mixed-methods approach. Quantitative data were collected through a structured questionnaire survey of 120 public service officials who completed mediation and conflict prevention training between 2022 and 2024. The survey measured four dimensions: self-assessed conflict management ability, perceived training effectiveness, workplace application of learned skills, and organizational support. Qualitative data were obtained through semi-structured interviews with 12 participants, including trainers and senior public service officials. Descriptive statistics and cross-tabulation were applied for quantitative analysis, while qualitative data were analyzed using thematic content analysis. The results indicate a significant improvement in officers’ self-confidence, communication clarity (M = 4.1, SD = 0.6), and preparedness for conflict de-escalation (M = 4.0, SD = 0.7) following participation in the training programs. While 58% of respondents reported regular application of mediation skills in practice, 32% used them occasionally. Organizational barriers were also identified, including hierarchical organizational culture (68%), lack of supervisory support (53%), and limited facilities for practical application (46%). Qualitative findings further revealed that supervisory behavior, workload pressure, and institutional norms play a decisive role in shaping the transfer of mediation competencies into daily practice. The study concludes that conflict prevention and mediation training significantly enhance individual conflict management competencies; however, sustainable transfer of these skills requires stronger organizational support, continuous practice opportunities, and leadership engagement. The findings contribute to both theoretical and practical discussions on training transfer, transformational leadership, and conflict management capacity building in public service institutions.

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