Strategies For Managing Conflict Among Office Professionals In An Organization

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ABSTRACT

The study examines the strategies for managing conflict among office professionals using four selected organizations in Kaduna Metropolis as a survey. The theoretical basis for the study was done through the review of related literature from textbooks, journals, periodicals, conference papers, internet, etc.

The entire population of 88respondents was used for the study in view of the small size involvedwhile a set of questionnaireswas used as instrument for data collection.Out of the 88 administered only 84 were retrieved for analysis.

Data were analyzed using mean statistical tool of the Four Point Likert Scale. The findings of the study revealed thatscarcity of resources, ignorant of the roles of other professionals, different or incompatible goals are among the causes of conflicts among office professionals.

Thus the study recommends among others that management of the selected organizations should ensure that the goals of each departments of the organization are compatible so as to eradicate any form of contradiction that may lead to conflict.

Management of organizations should ensure close interactions with all their workers so as to eliminate possible causes of conflict among them and office professionals in particular. Likewise, management of the selected organizations should give room for discussion and interaction with all professionals so as to encourage oneness among them.

TABLE OF CONTENTS

TITLE PAGE. i

DECLARATION.. ii

APPROVAL PAGE. iii

DEDICATION.. iv

ACKNOWLEDGEMENT. v

TABLE OF CONTENTS. vi

LIST OF TABLES. viii

ABSTRACT. ix

CHAPTER ONE. 1

INTRODUCTION.. 1

1.1  Background of the Study. 1

1.2  Statement of the Problem.. 4

1.3  Objectives of the Study. 6

1.4  Research Questions. 6

1.5  Significance of the Study. 7

1.6  Scope of the Study. 8

1.7  Limitations of the Study. 8

1.8  Definition of Terms. 9

CHAPTER TWO.. 11

REVIEW OF RELATED LITERATURE. 11

2.1  Meaning of Conflict and Conflict Management 11

2.2  Meaning of Office Professionals. 13

2.3  Causes of Conflict among Office Professionals in an Organization. 14

2.4  Types of Strategies used by Organizations for the Management of Conflicts among Office Professionals. 18

2.5 Effects of Different Types of Strategies on the Management of Conflict 20

2.6  Strategies for Improving Conflict Management among Office Professionals  23

2.7  Summary of the Review.. 27

CHAPTER THREE. 28

RESEARCH METHODOLOGY.. 28

3.1   Research Design. 28

3.2   Area of Study. 29

3.3   Population of the Study. 29

3.4   Sample Size and Sampling Techniques. 29

3.5   Instrument for Data Collection. 30

3.6   Validation of Instrument 30

3.7   Administration and Collection of the Instrument 30

3.8  Method of Data Analysis. 31

CHAPTER FOUR.. 32

DATA ANALYSIS AND INTERPRETATION.. 32

4.1   Data Presentation and Interpretation. 33

4.2   Major Findings. 37

4.3   Discussion of Findings. 39

CHAPTER FIVE. 42

SUMMARY, CONCLUSION AND RECOMMENDATIONS. 42

5.0  Introduction. 42

5.1  Summary. 42

5.2  Conclusion. 43

5.3  Recommendations. 44

5.4  Areas for Further Study. 45

REFERENCES. 47

APPENDICES. 50

 

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Conflict is as inevitable in an organization as change seems to be when employee including office professionals in an organization interact in the course of carrying out their responsibilities.

There is always a tendency for conflict, in fact, it is virtually impossible for people with different attitudes, beliefs, abilities and personality to work together, make decision, and try to achieve organizational objectives without encountering some form of conflict (Brokenburr&O’Donnel, 2016).Some negative consequences of conflict can undermine an organization’s efforts, but if properly handled with appropriate strategies and enhances the productivity of employees (Omoluabi, 2001).

This desired balance however, appear to be a mirage as conflict resolution has continued to be a major challenge to managers.

It has also been posited by a number of authors that it can mar or make organizations. This has made it amust for managers to identify, analyze and evaluate both positive and negative values of conflict and their effect on performance. Their attitude and conflict management strategies however, play an important role in determining whether such conflict will lead to destructive or mutually beneficial outcome (William, 1987).

Series of conflict in the workplace therefore have contributed to place a demand on managers to look for the best possible strategies to manage conflict including office professionals to enhance performance.

Uya (2008) defines conflict as a situation in which there are incompatible goals, cognition or emotion within or between individuals or groups that often leads to opposition. This definition recognises three basic types of conflict which are goal conflict which arises when the desired outcomes are incompatible between groups.

Cognitive conflict arises as a result of incompatibility of ideas and affective conflict usually arises when there is an incompatibility in emotions. Adeyemi and Ademilua(2012)defineconflict management as the attempt to control or regulate conflict through a number of measures; Muhammed, Khan and Khan (2011) see conflict management strategies as internal mechanisms used by the various authorities and individual in resolving conflict.

Muhammed, Khan and Khan (2011) posits that organization conflict is the clash that occurs when the goal directed behavior of one group blocks or thwarts (frustrate) the goals of another. Within an organization, conflicts may arise between management-management,management-employees and employees-employees.

Thus, to grow, change and survive, an organization must resolve conflicts among its employees and stakeholders.

In view of the awareness of inevitability of conflict among individual and or groups, several strategies have been adopted by organizations in order to resolve conflict among workers including office professionals to curb against elements capable of interfering with the achievement of set goals.

Boateng (2014) in contribution states that appealing to subordinate goals, expanding resources, changing personnel, changing structures, confronting and negotiation are some of the strategies adopted by organizations in resolving conflicts among employees.

 

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