Conflict Management For Effective Performance In An Organization (A Case Study Of Union Bank Of Nigeria)

Project and Seminar Material for Business Administration and Management BAM

Conflict Management For Effective Performance In An Organization (A Case Study Of Union Bank Of Nigeria)


Managing conflict is a tool for promoting peaceful co-existence between workers and employers in an organization. This tool is a mean by which improved performance of workers on their jobs is achieved which in turn enhances the general productivity of a organization. Employees within a social entity tend to engage in various activities that develop into disagreement as a result of differences in opinion, interest and behaviour, which negatively or positively affect the attainment of organizational goals and objective. This study is carried out in such a way that the result of the investigation led to how threat of conflict in an organization can be turned to opportunity when properly managed or resolved. A case study of Union Bank of Nigeria Plc has been chosen for this research work. The work is divided into live chapters starting from chapter one which present the historical background of the case study, the significance, statement of the problems, statement of hypothesis purpose of the study etc. chapter two consists of the literature review by authors in relation to the subject under study. While chapter three introduced the methodology used in this research work, the techniques in data collection considering the population under study. Chapter four shows how data collected area analyzed and presented using simple table and percentage rating to draw conclusion on the variables investigated. At the end, chapter five gives the summary, conclusion and recommendation of the general study. Some suggestions were prescribed to follow for improvement of workers performance in a given organization.

Table of Contents

  • Title
  • Declaration
  • Approval
  • Dedication
  • Acknowledgement
  • Abstract
  • Table of contents

Chapter One


  • 1.1 Background of the Study
  • 1.2 Historical Background of the Study
  • 1.3 Statement of the Problem
  • 1.4 Objectives of the Study
  • 1.5 Statement of Hypothesis
  • 1.6 Significance of the Study
  • 1.7 Scope and Limitations of the Study
  • 1.8 Definition of Terms

Chapter Two

Literature Review

  • 2.1 Conflicts and its causes
  • 2.2 Types of conflicts in organization
  • 2.3 Intra Individual Conflict
  • 2.4 Inter Individual Conflict
  • 2.5 Individual and group Conflict
  • 2.6 Causes of Conflict
  • 2.7 Limited resources
  • 2.8 Interdependent Work Activities
  • 2.9 Representation Activities
  • 2.10 Communication Problem
  • 2.11 Difference in Perception
  • 2.12 Organizational Environment
  • 2.13 Conflict Resolution/Management
  • 2.13.1 Conflict Stimulation
  • 2.13.2 Conflict Management

Chapter Three

Research Methodology

  • 3.1 Research Design
  • 3.2 Population Under Study
  • 3.3 Sample size
  • 3.4 Justification for the Sample Size
  • 3.5 Sample Techniques
  • 3.6 Justification for the Sample Techniques
  • 3.7 Research Instrument
  • 3.8 Questionnaire Administration
  • 3.9 Justification for the Instrument
  • 3.10 Method of Data Presentation and Statistical Analysis
  • 3.11 Sources of data collection

Chapter Four

Data Presentation, Analysis and Interpretation

  • 4.1 Data Presentation and Analysis
  • 4.2 Test of Hypothesis

Chapter Five

Summary of Findings, Conclusion and Recommendation

  • 5.1 Summary of findings
  • 5.2 Conclusion
  • 5.3 Recommendations
  • Bibliography
  • Structure of the Questionnaire

Chapter One


1.1 Background of the Study

The general view of managing conflict in an organization such as Union Bank of Nigeria Plc, the principles and sub-structures of the organization are designed to provide the necessary vertical and horizontal links and inter-relationship 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 mar arise and these can result to conflict among them. The employer may be having interest detrimental to the employee or/and the desire of the employer and his employee are more or less unlimited.

1.2 Historical Background of the Study

Union Bank of Nigeria plc was established in 1917 as a colonial Bank with its branch in Lagos in 1925. Barclay’s dominion colonial and overseas was formed to take over the activities of the bank. Between 1959 and 1970, fifty new branches were established. In 1969 the bank was legally incorporated in Nigeria as a wholly owned subsidiary of Barclays Bank International limited. The ownership structure remained unchanged until 1971 when 8.33% of the banks shares were offered to Nigerians. In the same year, the bank was listed on the Nigerian stock exchange. As a result of the Nigerian enterprises promotion decree of 1972, the Federal Government of Nigerian acquired 51.67% of the banks shares which left Barclays bank plc London with only 46%.

A landmark in the bank history occurred in 1979 when Barclays Bank sold 50% of its shareholding in the bank to Nigerians. This resulted in the change of the banks name to reflect its new image holding of Barclays Bank was disposed off in 1989. Today, Union bank is the oldest independent non – government banking institutes that are 100% owned and wholly managed by Nigerians. In 1986, it becomes the first bank in Nigerian to hit billion marks in savings deposits and in 1997, its saving deposits of N21.5 billion was also on industrial record. It has won the Nigerian stock exchange president’s merit award in the financial sector for a record of ten times. In 1994, it won the farmers of the year award in 17 Seventeen) out of the 36 states including Abuja, and it has won four out of the five editors of the award. Only recently, it was named by the bankers’ almanac the number one bank in Nigeria. Since its establishment in 1917, the bank has stood out strongly as a resilient institution which has served as a veritable hub of the financial system.

The bank remains a giant, not only in Nigeria, but also in Africa it if referred to as “Big, strong and Reliable”. The banks new head office building, a 32 storey edifice is arguably the tallest and the most beautiful concrete structure along the west coast of Africa. Union Bank of Nigeria plc is a leading Nigerian commercial Bank with about 379 branches operating throughout the federation. The bank provides employment for over 7,000 men and women, thus, making it the largest employer of labour in the banking sector in Nigeria. The bank has a full-fledged branch in London and the only South Africa. These in addition to the banks network of international correspondents have put the world within its easy reach. The bank, Union Bank of Nigeria plc was one of the first four banks in Nigeria to hit the N25 billion recapitalization recently introduced by the federal government.

1.3 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:

  1. One of the problems facing organization is the maintenance of collusion of the organization.
  2. 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.
  3. Low salary earning in an organization.
  4. Lack of effective communication in the organization.
  5. Lack of fulfillment of benefit equally brings about conflict in an organization.

1.4 Statement of Hypothesis

  • Ho: Effective conflict management has no direct impact on organizational performance.
  • Hi. Effective conflict management has direct impact on organizational performance.

1.5 Aims and Objectives of the Study

The main objectives of this study are as follows: –

  1. To determine the extent to which conflict affects job performance.
  2. To identify the conflict factors.
  3. The identification of major sources of conflicts.
  4. Determination of which factors of conflict are related to job performance (physical or mental).
  5. Recommending measure(s) for managing conflict for effective performance in an organization.

1.6 Significance of the Study

The importance of this study is to find out various possible ways of minimizing and effectively manage conflict in order to increase organizational efficiency. Since the country is of a total system made up of sub – system such as compound and organization, most times, conflicts do arise as a result of conflicting views between the workers and management. In actual sense, this may be due to parties looking at the same issues from different perspectives which may all be correct. There is to also study how communication can be effectively used in organization setting, because effective communication will bring about non-distortion of goals and peaceful co-existence in the organization. Effective management in organisation will definitely increase the national benefits.

1.7 Scope and Limitations of the Study

This project is concerned about how to manage conflict for effective performance in an organisation. The researcher wants to know the effect conflict has in an organisation in general and Union bank of Nigeria Plc Kaduna in particular. In the course of carrying out this research work, we had faced some limitations some of which is to strike a balance between our lecture(s) time, exam period and the time needed to visit the places required by this research work – the place of our case study included. We had also faced the constraints of getting information from our questionnaires as not everybody was willing to give us the needed attention. Finally, as students, finance was one of the major constraints considering our financial stand and the present state of the economy.

1.8 Definition of Terms

Various management scholars have come out with their understanding about conflict and what its management is all about. Organizational conflict and its management came about in an effort to study the cordiality among people in work environment.


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 refers to a competition and fighting for control, predominantly when resources are scarce. Traditionally, conflicts mean disagreements, contradictions or incompatibility between groups and individuals.


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.


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.

Chapter Five

5.0 Summary of Findings, Conclusion and Recommendations

5.1 Summary of Findings

Management of conflict for effective performance in an organisation has portrayed a vital role in the use of organization resources effectively and efficiently.

Thus study on organization conflict and its management has highlighted how conflicts can affects this organization is inevitable, and lead to high productivity.

Though there are extend sources of conflicts like government policy. Insufficient raw material, economic problems etc. while the internal sources of conflicts are lacks of adequate training, poor management planning etc. that is containing to the organization. It therefore felt that, with more training of employees, important of technology favorable government policies will ensure the growths of the organization.

Conflict management is seem as management policy which create a set of institutions and procedures through which conflicts can be expressed and resolved without resources to industrial action. This is a situation whereby employees representation through management in reaching agreement and terms which are binding on it parties involved.

The evidence of personal commitment to carrying out their responsibilities to the whole organisation of the highest of their competence, maturity and motivational required to deal cooperatively and constructively with their equals as production members of top management team sound judgment open minded and sensitivity to the human consequence at their action.

5.2 Conclusion

Managing conflict has played a vital roe in an organisation such as (Union Bank of Nigeria).

Fortunately, all conflicts are not destructive, it can sometime be more productive than harmful if properly handled. It can bring forth imaginative alternative for accomplishing constructive fables. Though the closer the problems of organisation, the more explosive and dangerous they become for an organisation. The fact that organisation survives; such stains not only survive but in many cases grows as a habit to the many forms and varieties of teamwork that executive developed.

5.3 Recommendations

Reasonable competence to understand and deal with the factors of most critical for success in the organisation, the games of conflict in an organisation has to be looked into. Demonstration ability, patience to encourage and inspire subordinate to realize their potentially contribution. If not addressed it’s fully realized that future of the nation and individual organisation at stake to minimize this:

  1. Understanding sand cooperation is needed from the employer and the employee of the organisation.
  2. Effective communication should be maintained between top management, the middle and the lower level of managers.
  3. Management should always make and abide by the policy they make for effective job performance.
  4. Employees benefit and other incentive should be looked into and properly distributed.
  5. Open door dialogue between workers and management should be maintained on a regular basis.

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Frequently Asked Questions

What strategies do managers use to manage conflict?

We suggest that Management must adopt Conflict Management strategies that improve the Performance of the Organization, besides ensuring a free flow of communication between the management and the employee as well as promote interpersonal relationships among co-workers to boost their morale.

What are the effects of conflict management in the workplace?

Open communication and on employee morale. Regular feedback and timely resolution of conflict has the potential of improving employee satisfaction and job performance. resolution can result in poor employee behavior and job performance. Unmanaged conflict promotes dysfunctional communication and poor behavior among staff.

Is organizational performance influenced by the conflict management techniques?

The results show that organizational performance is more influenced by the conflict management techniques. T his research work was conducted against the backdrop of conflict situations that have disrupted 1. That Education does not have any effect on the opinion of respondents on Conflict Management Strategies.

Are organizational conflicts compromising?

The organizational conflicts are compromising, accommodating related variables. The finding of Stoner et al., (1995) is also support the finding related to the conflicts management techniques.

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