Conflict Identification and Resolution

Conflict Identification and Resolution

BUS 610: Organizational Behavior

Currently I am employed at Bank of America, they [Bank of America] established a new department called the Enterprise Estate Unit where deceased customers accounts are handled. When we the employees were notified that the Enterprise Estate Unit was being established everyone was excited because it was a chance to move into a different line of business. Bank of America associates are not allowed to “post out” or apply for different positions until they have been at their current position for at leas a year, however when associates were notified about the new department the advice given by human resources was all associates could apply with approval of their manager. With that new information associates (new hires and tenured associates) apply to be in the new department.
The conflict arose when new hires were being hired to move to the new department over the tenured associates and the tenured associates did not think that was fair. After complaints were issued to the site leader about new hires being picked over the tenured associates, the site leader had to investigate why new hires were being allowed to post out to different positions. After investigation the site leader found out the information given by the human resource department was incorrect, only associates that had been with the company for a year or more were allowed to apply for the position. Recruiters that interviewed associates for the position also knew that only associates that had been with the company for a year or more could apply for different positions. Poor communication was the cause of this conflict. There was a lack of external communication, the communication between “the company’s staff and clients, suppliers, and vendors (Kondrat, 2009).” Applications were sent to a third-party recruiting company that did not know the policy of only posting to positions after being with a company for a year. Because employees did not receive clear direction, the rule is that associates could only apply for positions after a year of being with the company, however the posting stated that with supervisor approval, anyone could post for the position. Consequently, employees self managed and created their own rules and priorities, which differed from the organization. Poor communication is a big problem that causes conflict in an organization.
Chris Joseph said in his article that in a workplace setting lack of communication leads to conflict, which can harm an organization, and poor communication creates conflict in a number of ways, the types of conflict that could arise due to the lack of communication or the lack of communication are: creating uncertainty, lack of loyalty, and rumors and gossip, (Joseph, 2012). In the situation previously described the two biggest conflicts that arose because of the lack of and poor communication was the lack of loyalty and rumors and gossip, with rumors and gossip being the biggest problem. “If employees don’t know the intent of their co-workers or the company, they may resort to speculation. Whether rumors develop regarding a company merger or about favoritism toward a single employee, gossip creates a hostile work environment (Baldwin, 2012).” Distributing correct information would reduce gossip and also ease employees mind and make them feel like they are valued. In an organization effective communication is an essential element, especially in a successful organization. Effective communication is needed to process and send information, ideas, thoughts and ideas between members of the organization. Lack of loyalty is also a result of lack of communication. “A sense of employee identification fosters company loyalty […] With a lack of communication, your employees may identify less with your organization. They may look elsewhere for a job in which they feel a vested interest (Baldwin, 2012).” The feeling of a lack of loyalty is another conflict that arose due to the lack of communication. Many of the associates that were looked over for the position left Bank of America and found positions with other companies because they felt the time that they invested with the company was not valued.
Unfortunately the site leader had to play the role of the “Devils Advocate” but, the conflict was resolved and certain measures were taken to make sure that a situation like this would not happen again. The site leader did not revoke the position from the new hires that were offered the position in the Enterprise Estate Unit, however the new hires that had interviews scheduled for the position were unable to interview, and the tenured associates that did not get interviews offered to them because the interview quota was filled were able to get interviews and if qualified they were hired. The site leader gathered all of the associates together and made sure associates understood that no matter what postings say that if you [associates] had not been with the company at least a year they were not allowed to apply for positions. Also a new rule was applied, and that rule is that all applications are not allowed to go straight through to the recruiters; they had to go through human resources to make sure the employees are qualified.

References

Baldwin, A. (2012). Lack of communication as a weakness in organizations. Retrieved from http://www.ehow.com/info_8773766_lack-communication-weakness-organizations.html

Joseph, C. (2012). How does a lack of communication cause conflict in the workplace?. Retrieved from http://smallbusiness.chron.com/lack-communication-cause-conflict-workplace-10470.html

Kondrat, A. (2009, February 12). Effective communication in the workplace. Retrieved from http://suite101.com/article/effective-communication-at-workplace-a95815

References: Baldwin, A. (2012). Lack of communication as a weakness in organizations. Retrieved from http://www.ehow.com/info_8773766_lack-communication-weakness-organizations.html Joseph, C. (2012). How does a lack of communication cause conflict in the workplace?. Retrieved from http://smallbusiness.chron.com/lack-communication-cause-conflict-workplace-10470.html Kondrat, A. (2009, February 12). Effective communication in the workplace. Retrieved from http://suite101.com/article/effective-communication-at-workplace-a95815