Management of Workplace Conflicts in Business Environment Using Alternative Dispute Resolution
CHAPTER ONE
OBJECTIVES OF THE STUDY
The general objective of this study is to examine the management of workplace conflicts in business environment using alternative dispute resolution. The specific objectives of the study include the following:
- To ascertain the prevalence of workplace conflict among staffs in Delins insurance company Ikeja.
- To find out the causes of workplace conflict in Delins insurance company Ikeja.
- To determine the consequences of workplace conflict in Delins insurance company Ikeja.
- To investigate the impact of workplace conflict on job satisfaction.
- To examine the approaches of using alternative dispute resolution in the management of workplace conflicts.
CHAPTER TWO
REVIEW OF RELATED LITERATURE
Definition of Conflict
There is no universally accepted definition of conflict. According to Thomas (1976) conflict can range from “friendly” competition to extreme violence; therefore, conflict is “the process which begins when one party recognizes that another has frustrated, or is about to frustrate, some concern of his”. Rahim (1992) stated that conflict is “the interactive process manifested in incompatibility, disagreement, or dissonance within or between social entities”. Folger, Scott, Poole, and Stutman (2005) defined conflict as “the interaction of independent people who perceive incompatilibity and the possibility of interference from others as a result of this incompatilibility”. Cahn and Abigail (2007) also defined conflict as a problematic situation, differing perceptions and desired outcomes, interdependence, potential which adversely affect the relationship between individuals. Robbins (1978) defines conflict as “any kind of opposition or antagonistic interaction between two or more parties”. Conflict, according to De Dreu, Harinck, & Van Vianen (1999) can also be viewed as a process that begins when an individual or group perceives differences and opposition between oneself and another individual or group about interests, beliefs or values that matter to them. Conflict is a likely result of contacts within family, friends, and colleagues, as well as between managers and their subordinates (Suppiah & Rose, 2006); thus, conflict is inevitable whenever human element is involved. Conflict in organisations sometimes could be counter-productive; therefore, thoughtful managers must consider how much time, effort, and money they are investing in such conflict, and whether they are dealing with it as well as they can. If the organisation does not already have a formal conflict resolution system, management should consider whether use of one would improve organisation effectiveness and add economic value.
CHAPTER THREE
RESEARCH METHODOLOGY
Research design
The researcher used descriptive research survey design in building up this project work the choice of this research design was considered appropriate because of its advantages of identifying attributes of a large population from a group of individuals. The design was suitable for the study as the study sought to management of workplace conflicts in business environment using alternative dispute resolution
CHAPTER FOUR
PRESENTATION ANALYSIS INTERPRETATION OF DATA
Introduction
Efforts will be made at this stage to present, analyze and interpret the data collected during the field survey. This presentation will be based on the responses from the completed questionnaires. The result of this exercise will be summarized in tabular forms for easy references and analysis. It will also show answers to questions relating to the research questions for this research study. The researcher employed simple percentage in the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain management of workplace conflicts in business environment using alternative dispute resolution. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the challenge management of workplace conflicts in business environment using alternative dispute resolution.
Summary
This study was on management of workplace conflicts in business environment using alternative dispute resolution. Five objectives were raised which included: To ascertain the prevalence of workplace conflict among staffs in Delins insurance company Ikeja, to find out the causes of workplace conflict in Delins insurance company Ikeja, to determine the consequences of workplace conflict in Delins insurance company Ikeja, to investigate the impact of workplace conflict on job satisfaction and to examine the approaches of using alternative dispute resolution in the management of workplace conflicts.. In line with these objectives, two research hypotheses were formulated and two null hypotheses were posited. The total population for the study is 200 staffs Delins insurance company Ikeja.. The researcher used questionnaires as the instrument for the data collection. Descriptive Survey research design was adopted for this study. A total of 133 respondents made risk managers, HRM, senior staff and junior staff were used for the study. The data collected were presented in tables and analyzed using simple percentages and frequencies
Conclusion
We believe that in the designing of conflict management systems, managers need to move away from a “one size fits all” tactic. Organizations vary intensely in their structure and culture, as well as in their objectives; therefore, they have very diverse conflict management needs. Addressing these needs necessitates managers to develop conflict management practices that are compatible with their organization’s objectives, existing culture and structure. ADR, we strongly believe that designing and implementing conflict management systems in a strategically aligned manner will provide organizations with a competitive advantage and cause many of the criticisms of such systems to lose their appeal
Recommendation
Should be conflict resolution orientation in every organization in order to avoid conflict
References
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