Effect of Conflict Resolution Strategies on Employee Performance in Selected Commercial Banks in Lagos State, Nigeria
CHAPTER ONE
Objectives of the Study
The broad objective of the study is to examine the effect of conflict resolution strategies on employee performance in selected commercial banks in Lagos State. The specific objectives of the study are:
- To examine the effect of forcing strategy on employee competency in selected commercial banks in Lagos State.
- To assess the effect of smoothing strategy on employee creativity in selected commercial banks in Lagos State.
- To investigate the effect of avoidance strategy on employee service delivery in selected commercial banks in Lagos State.
- To explore the effect of confrontation strategy on employee productivity in selected commercial banks in Lagos State.
CHAPTER TWO
REVIEW OF RELATED LITERATURE
MEANING OF ORGANIZATIONAL CONFLICT
Conflict is conceived to be an outcome of behaviour which is an integral part of human life. Dunlop (2002:310) expresses that conflict is a disagreement between two or more individuals or groups with each individual or group trying to make the other accept its view or position. Ugbaja (2002:108) defines organizational conflict as any dispute, individual or group, that arises in the work place which causes disharmony among a group of workers or between an individual and the management. Sinclair (2005:192) sees conflict as a disagreement between employees and their employers. In analyzing conflict situation in corporate organizations, McDaniel (2001:201) explains that organizational conflicts arise because participants in an organization differ in their attitudes, values, beliefs, goals and understanding. For this 26 reason, conflict is unavoidable. This implies that it is the difference in the orientation, personalities and identities of individuals and groups within an organizational framework that brings about organizational conflict. In the context of industrial relations, Levine (2000:199) describes organizational conflict as any disagreement between workers and employers over a breach of the tent. As long as workers and employers abide by the terms of agreement there is bound to be organizational harmony. Disagreements arising from breach of the terms of employment contract have been known to result in organizational conflicts. Accommodation and resolution of conflict is the central them and subjectmatter of industrial relations. Agreements are reached between the workers and employers on the terms of employment and conditions of work. Ubaku (2003:109) explains that the terms of employment of persons include such things as wages, hours of work compensation, leave, promotion, fringe benefits among others. Conditions of work include environment to the workers‟ efficiency or his 27 enjoyment of the job, these include safety and working conditions generally, health and welfare of the employee. Nwatu (2004:81) remarks that in all organizations, employees and employers have common interests in getting work done. What constitutes the work, how the work should be done and the price of labour services in the price of labour services in the work process constitute areas where the interests of the two parities vary. It is therefore essential to put in place machineries for effective management of conflicts naturally resulting from their common and opposing interests.
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain effect of Conflict Resolution Strategies on Employee Performance. Selected Commercial Banks in Lagos State, Nigeria. 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 challenges of challenges of effect of Conflict Resolution Strategies on Employee Performance. Selected Commercial Banks in Lagos State, Nigeria
Summary
This study was on effect of Conflict Resolution Strategies on Employee Performance. Selected Commercial Banks in Lagos State, Nigeria. Three objectives were raised which included: To examine the effect of forcing strategy on employee competency in selected commercial banks in Lagos State, to assess the effect of smoothing strategy on employee creativity in selected commercial banks in Lagos State, to investigate the effect of avoidance strategy on employee service delivery in selected commercial banks in Lagos State and to explore the effect of confrontation strategy on employee productivity in selected commercial banks in Lagos State. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from selected commercial banks in Lagos State. Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
Organizational conflict is a regular feature in corporate organizations which arises whenever there is disagreement between individual or group of individuals and management. Various strategies are adopted in managing the conflicts but the strategy adopted in each instance depends on the nature of the conflict and the person involved. The strategies adopted 86 are largely effective in resolving the conflicts. However, the reoccurrence of specific conflict is not mainly due to ineffective conflict management but the dynamic socio-economic situation. Organizational conflicts adversely affect employees and management as well as their relationships. It impacts negatively on workers‟ productivity and over all performance and growth of the organization
Recommendation
- Management should ensure that there is effective communication between the management team and subordinates. This will ensure that all are aware of management policies and actions as well as contributory to decision-making in the organization. This will eliminate alienation and communication gap.
- Individual aims and organizational goals should not be congruent. Individuals should ensure that their selfish interests do not conflict with organizational goals. Otherswise, personal interests should be re-align with organizational interests.
- There should be effective interpersonal relationships, as well as effective management employee relationships. This should be undiscovered by democratic management style. This will ensure that employees‟ problems are well addressed and opportunities are always offered to them to achieve their goals.
- There should always be adequate reward system or compensation plan for employees. These include adequate pay packages, prompt promotion and advancement and effective welfare and social security programmes.
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