AN INVESTIGATION ON THE IMPACT OF CONFLICT MANAGEMENT ON ORGANIZATIONAL EFFICIENCY: A CASE STUDY OF  UBA, CAMEROON

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Conflict is a regular occurrence within business organizations, arising from the disparity between the interests of workers and management (Uju, 2018). In the workplace, conflicts are inevitable and can manifest among individual employees due to differences in values, goals, interests, and targets. These conflicts occur at both individual and collective levels, influenced by factors such as personality, organizational structure, and external elements. Even with sound management practices and policies, conflicts persist within organizations. Organizations with hierarchical structures, where individuals with varying opinions and philosophies interact, are particularly prone to conflicts.

Conceptually, the term conflict can be defined as a situation where the interests and ideas of different employees diverge, hindering each other's efforts to achieve organizational objectives (Longe, 2018). It can also be seen as a breakdown of effective communication between employees and groups in the organization. According to Thakore (2018), conflict is an inherent aspect of organizational life and will continue as long as employees vie for recognition, power, achievement, and security. Therefore, conflict itself does not necessarily tarnish the reputation of an organization; rather, it provides an opportunity to address contentious issues for the benefit of both employees and the organization. Additionally, the role of management is not to suppress or eliminate conflict, as conflicts will always arise, but rather to manage them constructively to stimulate employee and organizational efficiency. On the other hand, conflict management is a crucial component of corporate management, aiming not to only establish an ideal corporate situation but to strategically use conflict resolution strategies in corporate organizations. 

Nevertheless, conflict can have both positive and negative effects on organizational performance and efficiency, with proper management enhancing work performance and destructive management leading to dislocation and disintegration within the group, inhibiting overall organizational performance (Longe, 2018). Furthermore, effective conflict resolution strategies highlight weaknesses in organizational decisions, prompting organizations to seek lasting solutions. It is the responsibility of management to address conflict constructively, fostering improved communication, positive industrial relations, team building, and increased productivity. Thus, every organization must strives to create a pleasant work environment where relationships among workers and between workers and management are cordial and mutually appreciated. However, given the banking industry's vulnerability to significant financial losses in the event of a dispute, conflict resolution in this sector needs to be prioritized and successful. Therefore, a survey will be conducted on an investigation on the impact of conflict management on organizational efficiency: A case study of  UBA, Cameroon

 1.2 Statement of the Problem

Conflict is an unavoidable aspect of organizational dynamics across diverse industries. This stems from the distinct interests, goals, and objectives held by individual employees, often diverging from those of the management. The approach adopted by organizations, exemplified by  UBA, Cameroon, in resolving conflicts significantly influences both corporate and staff performance. Hence, it is evident that conflict yields both positive and negative repercussions on organizational effectiveness. Additionally, effectively managed conflicts contribute to harmonious relationships among employees, fostering industrial unity between staff and management. This constructive handling enhances employee performance, elevates organizational profitability, efficiency and growth prospects, refines decision-making processes, and imparts valuable experience for future conflict resolution. Moreover, according to  Obasan, (2019); Uju, (2018); Korir, et al.,(2018), it diminishes unhealthy competition between employees and management, ensuring optimal utilization of organizational resources. Conversely, poorly managed conflicts result in resource wastage, hinder optimal employee performance, disrupt harmony between staff and management, and impede the attainment of organizational objectives. In the context of deposit money banks, mishandled conflicts can expose them to substantial financial risks, jeopardizing profitability, goodwill, and customer and investor confidence. Similarly, unresolved conflicts may lead to increased employee turnover, discouraging existing and potential customers and investors, and even precipitate financial distress. Furthermore, it is incumbent upon the top management of commercial banks to ensure the constructive resolution of conflicts whenever they arise. This proactive approach is essential to bolster employee performance and overall organizational effectiveness, preventing adverse consequences such as financial losses, damaged reputation, and potential insolvency. Hence, it is in the light of these that the study seeks to investigate on the impact of conflict management on organizational efficiency: A case study of  UBA, Cameroon

1.3  Objectives of the Study

The main purpose of this study is on an investigation on the impact of conflict management on organizational efficiency: A case study of  UBA, Cameroon. Specifically, the study will;

Assess the causes of  conflict in an organization

Examine the current conflict management strategies in an organization

Assess the impact of conflict management on organizational efficiency

 1.4 Research Questions

The following questions have been prepared for the study:

What are the causes of  conflict in an organization?

What are the current conflict management strategies in an organization?

What is the impact of conflict management on organizational efficiency?

1.5 Research Hypothesis

Ho: There is no significant relationship between conflict management and organizational efficiency.

Ha: There is a significant relationship between conflict management and organizational efficiency.

1.6  Significance of the Study

The research is important in a number of ways. Firstly, for the management of UBA, Cameroon, the findings serve as an enlightening guide on handling conflicts in a constructive manner. It provides valuable insights into the causes of conflicts and recommends appropriate resolution strategies, aiming to minimize conflict incidences for the well-being of both employees and organizations. Furthermore, the study extends its relevance to employees, offering insights into the dynamics of intra and inter-relationships that lead to conflicts. It will equip them with approaches to effectively address and resolve conflicts, fostering a more harmonious work environment.

Beyond the banking sector, the study serves as a resource that educates organizations on optimal conflict resolution techniques tailored to their specific industry. This knowledge empowers managerial staff to proactively address conflicts, creating a conducive work environment that promotes organizational efficiency and industrial growth.

Additionally, the study bears significance for the government, as conflicts are not confined to the private sector but are prevalent in the public sector as well. The findings can inform the government in formulating effective strategies for conflict resolution in public institutions. This insight is particularly valuable for enhancing the efficiency and harmony within government organizations.

Lastly, subsequent researchers will use it as a literature review. This means that other students who may decide to conduct studies in this area will have the opportunity to use this study as available literature that can be subjected to critical review. Invariably, the result of the study contributes immensely to the body of academic knowledge with regard to an investigation on the impact of conflict management on organizational efficiency: A case study of  UBA, Cameroon.

1.7 Scope of the study

The scope of this study is boarded on an investigation on the impact of conflict management on organizational efficiency: A case study of  UBA, Cameroon. Empirically, this study will assess the causes of  conflict in an organization, examine the current conflict management strategies in an organization and assess the impact of conflict management on organizational efficiency.

Geographically, the study will be delimited to employees of  UBA, Cameroon

1.8 Limitation of the study

In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents. In addition, there was the element of researcher bias. Here, the researcher possessed some biases that may have been reflected in the way the data was collected, the type of people interviewed or sampled, and how the data gathered was interpreted thereafter. The potential for all this to influence the findings and conclusions could not be downplayed. 

More so, the findings of this study are limited to the sample population in the study area, hence they may not be suitable for use in comparison to other schools, local governments, states, and other countries in the world.

 1.9 Definition of Terms

Conflict: This refers to an open clash between two opposing groups. In organizational context, conflict refers to the disagreement in interests and goals between group of employees and management. Conflict can also occur among group of employees in an organization (Uju, 2018).

Conflict Resolution: This refers to the process of providing solutions to conflict whenever they arise. Conflict resolution is carried out through what is known as conflict resolution strategies. Common strategies of conflict resolution are but not limited to avoidance, accommodation, meditation, arbitration and negotiation (Thakore and Longe, 2018).

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