CONFLICT MANAGEMENT STRATEGIES AND EMPLOYEE PERFORMANCE IN MTN ABUJA, NIGERIA

 

ABSTRACT

Conflict among workers in an organization is inevitable. If managed properly, it will bring a catalyst for change and can have a positive impact on employee’s satisfaction and performance of the organization. Conversely, unmanaged conflict negatively impacts both employee satisfaction and job performance. The objective of the study was to examine conflict management strategies and employee performance in MTN Abuja, Nigeria. A total number of three hundred and twenty-five(325) MTN Staff Abuja representing the population as confirmed by the Human Resources Department

.  However, a total number of one hundred and seventy-nine (179) persons were selected as the sample size using the Taro Yamane formula. The study administered 179 copies of questionnaires, but 162 questionnaires were duly responded to. The research used correlation and  regression for effective data analysis. From the findings, it was revealed that avoidance, collaboration, accommodation and compromise are good conflict management strategies in resolving conflict in both personal and organization’s conflict. The study, therefore, recommends that although conflicts have both negative and positive effects, the management and the employees should work towards achieving the positive effects rather than the negative. Managers should develop appropriate strategies to resolve conflicts as they arise in their organizations.

KEYWORDS: Conflict Management, Conflict Resolution, Empoyees Satisfaction and  Employee Perforamnce.

 

 

 

 

 

 

 

CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

In every organization, it is imperative that conflict is unavoidable among workers in an organization. If properly handled, it can lead  to change which will have a positive effect on the organization 's employee satisfaction and efficiency. Unmanaged dispute, on the other hand, adversely affects both employee satisfaction and job efficiency.  Converly, results to unsatisfactory job performance and unsuitable behavior are reasonable when organizational leaders disregard workplace conflict. Open communication, collective decision-making, frequent feedback, and timely conflict resolution are facilitated by properly managed conflicts according to Awan and Anjum (2015 ). Open contact and cooperation promote the surge of better ideas and enhance working relationships, which can have a positive impact on the morale of employees. Daily input and prompt dispute resolution have the ability to improve employee happiness and job efficiency.  Abdul (2015 ) argues that poor employee conduct and job performance may result from a hostile work climate that does not facilitate conflict resolution. Dysfunctional communication and poor conduct among employees are encouraged by unmanaged conflict. Bad conduct and behaviour of a worker has the potential to impact the overall morale of the employee, resulting in declining performance. If organization lacks  the capacity to  to resolve their conflicts, the conflict will develop and spread to others, ultimately affecting their job performance, which, in turn, affects others' job satisfaction, and furthmroe  to the workers not having the communication skills to resolve their conflicts, their leaders also lack the skills required to be successful in.

The mechanism becomes punitive and results in administrative measures once human resources staff are involved, which leads to decline in staff productivity and  satisfaction. There are typically multiple roles and employment within any organisation. People in these positions have distinct opinions, priorities, thoughts and concerns (Mushemeza, 2016).

 

1.2       Statement of the Problem

All  organizations have one form of  conflict or the other owing to the fact that  workers of different backgrounds and cultures work together.  Conflicts happens in several ways such as insults, non-cooperation and frustration. In an organization, interpersonal conflict arises from conflicts that can be emotional , physical and personal between two or more workers in several ways. Due to the capacity to build an organizational environment that makes it almost difficult for workers to work together, such disputes may have negative effects on productivity (Shao, 2018). In addition, in an organisation, interpersonal conflict can not only affect morale but also effect performance. It may also result in strained ties, complaints, absenteeism , and turnover of employees.  

 

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