CHAPTER ONE

INTRODUCTION
1.1 BACKGROUND OF THE STUDY
The study is on conflict management and effective performance in an organization using a case study of Akwa Ibom State
College of Education, Afaha Nsit.
Conflict refers to a disagreement in interest between two parties. The word conflict has its Greek origin „agon‟ which
means the act of conflict; it is also referred to as “conxious” in Latin which means the lack of ability to maintain proper affiliation
among others. The general view of managing conflict in an organization such as Akwa Ibom State College of Education, the
principles and substructures of the organization are designed to provide the necessary vertical and horizontal links and
interrelationship that ensure the maximum potential for communication and understanding. Therefore, two parties must be
involved in every existing organization and for the survival and effectiveness of the organization. The employer and the employee
must cooperate to work together for the attainment of that organizational goal. Though in spite of the strong desire that exist
among the parties, there are some problems that may arise and these can result to conflict among them. The employer may be
having interest detrimental to the employee or the desire of the employer and his employee are more or less unlimited. Conflict
among employees in an organization is not simply inevitable; rather it is the nature of complex organizations. However, if managed
properly, it can have a positive impact on employee satisfaction and performance.
Research indicates that management executives are spending twice as much time settling employees‟ disputes than they
did a decade ago. If conflicts are managed properly by applying the best course of action, the organization can increase it is
performance in terms of utilizing the scarce resources and achieving the organizational objectives. Conversely, unmanaged conflict
negatively impacts both employee satisfaction and performance. Timely management of conflict has the potential of improving
employee satisfaction and job performance. Still some scholars believe there is a friction between man and nature as most at times
man‟s activities are being disrupted by nature. Man against society here involves unrighteous activities usually undertaken by man
which affect the society for example slave trade.
A properly managed conflict promotes open communication, collaborative decision making, regular feedback, and timely
resolution of conflict. Open communication and collaboration enhance the flow of new ideas and strengthen work relationship,
which can have a positive effect on employee morale. Regular feedback and timely resolution of conflict has the potential of
improving employee satisfaction and job performance. A negative work environment that does not promote conflict resolution can
result in poor employee behaviour and job performance. Unmanaged conflict promotes dysfunctional communication and poor
behaviour among staff. Poor behaviour on the part of one employee has the power to affect overall employee morale, which results
in lower productivity. According to Dana (2000), “conflict is not just an annoyance. It costs money and those costs can be
calculated, in terms of wasted time, bad decision, lost employees.” In the health care industry, patients‟ health and even their lives
can be affected by unmanaged conflict. If the individuals do not have the communication or interpersonal skills to resolve their
disputes, the conflict can grow and spread to others, eventually affecting their job performance, which, in turn, affects the job
satisfaction of others, as well in addition to the staff not having the communication skills to address their disputes, their leaders
often lack the necessary skills to be effective in conflict resolution. Once human resources personnel are involved, the process
becomes punitive and results in disciplinary action, which contributes to an even greater reduction in employee morale and
employee satisfaction. Within any organization, there are usually different positions and jobs. People occupying these positions
have different perceptions, goals, thought and concerns. It is difficult to conceptualize society or an organization without inherent
differences and contradictions and these leads to conflict. In organization a
Employees in various organizations are organized into manageable groups in order to achieve common goal, therefore,
the probability of conflicts to arise is very high. Nowadays, most serious conflicts make headlines in the newspapers, which might
affect the public image of the company. In most organizations, conflicts increase as employees assert their demands for an
increased share in organizational rewards, such as position, acknowledgment, appreciation, monetary benefits and independence.
Even management faces conflict with many forces from outside the organization, such as government, unions and other coercive
groups which may impose restrictions on managerial activities.
In organizations there are two types of conflict, conflict over right and conflict over interest. Conflict over right deals with
employee-employee relationship usually conflict arising here can be settle by collective bargaining and grievance handling. On the
other hand, conflict over interest deals with the perception, opinions and attitudes that differ from one person to another. Conflicts
have both negative and positive outcomes to the individual employees and the organization at large. In social life, conflicts do
occur but they are managed by family members, friends and relatives.
The same case applies to organisations. Irrespective of the factors resulting in conflict, it has been observed that industrial conflicts
produce considerable effects on organisations and should be consciously managed as much as possible. Employees occupy a very
strategic place in an organization because of their centrality to the production process. They contribute a very indefinable role both
in the achievement of various organization goals and objectives as well as the government economic programme.
However, for employees to perform their crucial role effectively and efficiently there must exist a strong cordial relationship
between the employer and employee of such organizations. Although conflict in an organization is inevitable, it must however be
noted that friction between employer and the employee must be reduced through a vibrant collective bargaining process to ensure
smooth operation in the business of the organization.
There will always be conflicts and disagreements between employers and employees, either on wages or on the general
condition of service of the workers.
Conflict in Nigerian organizations has become perennial and disturbing so much that it has hampered the growth of some
organizations in Nigerian. In many organizations in Nigerian today, internal (intrapersonal) and interpersonal conflicts are
consuming so much organizational time and attention that organizations are starting to look as though conflict is their primary
business.
This development is largely due to the inability of leaders in Nigerian work organizations to view the management of
conflict as systematically as they view information, human resources, and financial management systems. The inability to view and
manage workplace conflicts systematically has therefore rendered conflict dysfunctional in some organizations.
Happy employees are the key to an organization's success, when conflicts are managed properly with good
communication and the job satisfies needs, employees may bring greater commitment to the job. (Peter, 2010) Employee
performance will be affected if what the firm provides is seen by the employees as much poorer than what other firms in the area
provide, dissatisfactions will result. total limited resources, poor planning , disregard for employee complaints (personnel practices)
can lead to serious problems for the firm (Liraz, 2008).
1.2 STATEMENT OF THE PROBLEM
In any organization, be it public, private or government establishment, there is bound to be disagreement,
misunderstanding and contradiction from time to time. it is realized that the level of economic productivity of any organization id
measured in terms of the relationship and the capacity to keep conflict at a reduced or minimized rate. Below are some of the
problems inherent in organization: One of the problems facing organization is the maintenance of collusion of the organization,
Lack of good management policy, when there is no effective and efficient management policy, there is bound to be grumbling
among the workers, which eventually lead to conflicts, Low salary earning in an organization. 4 Lack of effective communication in
the organization. Lack of fulfilment of benefit equally brings about conflict in an organization.
It is against this that this study seeks to examine the conflict management and effective performance in an organization.
1.3 OBJECTIVES OF THE STUDY
i. To Examine the Causes of Conflict in an Organization
ii. To Examine the Effect of Conflict in an Organization
iii. To Determine the Importance of Conflict Management in an Organization
iv. To Know the Methods of Conflict Management and Resolution
1.4 RESEARCH QUESTIONS
i. What are the Causes of Conflict in an Organization?
ii. What are the Effects of Conflict in an Organization?
iii. What are the Importance of Conflict Management in an Organization?
iv. What are the Methods of Conflict Management and Resolution?

1.5 SIGNIFICANCE OF THE STUDY

Primarily, the study was carried out to examine conflict management and effective performance in an organization using a
case study of Akwa Ibom State College of Education, Afaha Nsit.
Since the effect of conflict can hinder the performance of the Organization. The knowledge gained will also be vital the
government in making the right policies that will positively affect organizations in the country
This study will serve as a foundation or base for future researchers who may in due course of time wish to embark on the
assessment of conflict management in any organization as it will serve as a veritable bibliographical reference which will stimulate
research for other related studies.
1.6 SCOPE/LIMITATION(S) OF THE STUDY
The thrust of this work is to give an impetus to the conflict management and effective performance in an organization.
The researcher wants to know the effect conflict has in an organisation in general and Akwa Ibom State College of Education,
Afaha Nsit in particular.
Limitations include;
In the course of carrying out this research work, some limitations were faced which include the following:
Funds were in very short supply to the researcher and the researcher could not purchase some valuable print materials
needed for this project at the time they were most needed. The expenses on transportation to the company are so enormous
because of many Occasions the researcher was not attended to and would have to leave without the information required.
Another constraint faced by the researcher was limited time for the completion of the project and engagement in other
academic activities which occupied most of the researcher's time.
The research was faced with some restrictions in the area of the case study; this is due to bureaucratic reasons in the
administrative procedures in the Organization. It was not possible to get all the necessary information that would have helped in
producing a comprehensive research work.

1.7 DEFINITION OF TERMS

Organization: An organization can be defined as a system of consciously coordinated activities or forces of two or more
permanent social or human system that is structural and goal oriented. Conflict: Conflict refers to a competition and fighting for
control, predominantly when resources are scarce. Traditionally, conflicts mean disagreements, contradictions or incompatibility
between groups and individuals.
Management: This is the art of getting things done through people. The Management process includes planning, organizing,
staffing, control and directing activities that takes place in an organization to achieve goal.
Negotiation: This is communication of information sharing process in which parties try to work out their real, perceived or
potential difference through agreement that defines future behaviour.
Performance: performance as how organizations conduct their activities and the degree to which objectives or goals are achieve.