Effect of organizational conflicts on organizational performance and service delivery:
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Date
2017-05
Authors
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Publisher
Kampala International University, College of Humanities and Social Sciences
Abstract
This study investigated the effect conflict management on organizational performance in
organizations taking Action Aid Uganda as the study case. This study was inspired by the lower
rates of organizational performances due to high levels of organizational conflicts especially
amongst employees. The study employed a study case design to collect data from a sample of 20
respondents of whom 13 were male and 07 were female respondents working with Action Aid
Uganda. Simple random sampling techniques were used in selecting the sample. Questionnaire
was the main instrument of data collection and the data tables, tabulates expressed in terms of
Percentages (%), were used for data analysis. That's Primary data was collected using selfadministered
questionnaires, on a face to face environment to ensure clarification of issues to the
respondent and to attain high response rate and minimize errors. Secondary data was obtained
through reviewing the existing literatures using literature review guide (study objectives). The
data obtained was analyzed using both qualitative and quantitative data analysis techniques such
as frequencies and percentages cross tabulations and verbatim explanations where appropriate.
The findings of the study revealed that the major causes of organizational conflicts are sharing of
limited resources. Employees always compete for the scarce resources. Therefore it's the prime
responsibility of the management to ensure that the available scarce resources are utilized
properly for the benefit of the organization and other stakeholders. This approach to a certain
degree will minimize chances of conflicts arising in organization. Employee's performance
evaluation criteria should be clearly spelled out and communicated to all employees. Employees
should be evaluated impartially considering the performance standard set. Therefore, to avoid the
situation of conflicts to arise in organisations, the researcher recommends that; Employees
should be given an open floor to file in their complaints either directly or indirectly through
suggestion boxes, Managers should develop appropriate strategies to resolve conflicts, the
procedures in place to resolve conflicts should be communicated to all employees and lastly The
outcome of the resolution should be binding to all parties involved.
Description
A research project submitted to the college of business and management in partial fulfillment of the requirements for the award of a Bachelor’s Degree in Human resource management of Kampala International University
Keywords
Organizational conflicts, Organizational performance, Service delivery, Action Aid Uganda