Functional Conflict in the Organization
CRITICAL ANALYSIS OF FUNCTIONAL CONFLICT IN THE ORGANIZATION WITH REFERENCE TO OCEANIC BANK PLS (OBP)
INTRODUCTION.
Conflict refers to events ranging from inner turmoil produced by competing needs or desires to open violence between entire societies (Greenberg & Baron 1995). Conflict has grown to become a very imperative word in Organizations and in everyday human life, in the organization it is seen as the struggle between 2 or more people or groups in the organization, and could be functional or dysfunction. Marketing and Operations & Service departments have different responsibilities and job functions in the banking Industry, the objective of this analysis is to discuss how Oceanic bank plc (OCP), one of the top 5 banks in Nigeria that had a reputation of excellent service deliver culture, but was losing that reputation because of poor customer service and poor relationship management; achieved organizational goals through functional conflict in the Organization. Hall (1971) suggests that when properly managed, conflict may not only increase the innovation to seek solution to problems, it can often result in more creative solutions to problem solving. In the analysis, the role of management in the OCP experience will be related with various theories on functional conflict, also we will demonstrate how functional conflict was used by OCP to increase business volume, improve relationship management and on the overall achieve organizational goals and objectives.
CONFLICT: VIEWS AND THEORIES.
Theorists all over, have different views on conflict. There is a school of thought that views conflict as Dysfunctional; saying that it is negative in the Organization and a sign of incomplete social structure. They propose that taskforces, committees and liaison roles are ways to manage and respond to conflict in the organization (Hatch 1997). Another group of theorist view conflict as neutral, saying that it is negative to organizational goals but it is however
INTRODUCTION.
Conflict refers to events ranging from inner turmoil produced by competing needs or desires to open violence between entire societies (Greenberg & Baron 1995). Conflict has grown to become a very imperative word in Organizations and in everyday human life, in the organization it is seen as the struggle between 2 or more people or groups in the organization, and could be functional or dysfunction. Marketing and Operations & Service departments have different responsibilities and job functions in the banking Industry, the objective of this analysis is to discuss how Oceanic bank plc (OCP), one of the top 5 banks in Nigeria that had a reputation of excellent service deliver culture, but was losing that reputation because of poor customer service and poor relationship management; achieved organizational goals through functional conflict in the Organization. Hall (1971) suggests that when properly managed, conflict may not only increase the innovation to seek solution to problems, it can often result in more creative solutions to problem solving. In the analysis, the role of management in the OCP experience will be related with various theories on functional conflict, also we will demonstrate how functional conflict was used by OCP to increase business volume, improve relationship management and on the overall achieve organizational goals and objectives.
CONFLICT: VIEWS AND THEORIES.
Theorists all over, have different views on conflict. There is a school of thought that views conflict as Dysfunctional; saying that it is negative in the Organization and a sign of incomplete social structure. They propose that taskforces, committees and liaison roles are ways to manage and respond to conflict in the organization (Hatch 1997). Another group of theorist view conflict as neutral, saying that it is negative to organizational goals but it is however
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