A Survey of Conflict Management Strategies Used by Managers in Selected Private Sector Service Organizations in Nairobi

Abstract

The purpose of this study was to survey the conflict management strategies used by managers in private sector service organizations in Nairobi with the aim of making relevant recommendations that would further enhance conflict management in the work place. The survey method of data collection and self-administered questionnaire designed to aid in the identification and description of conflict management strategies, types, causes, and effects were used. A total of fifty questionnaires were sent out to managers in private organizations and forty six responses were received. The data was coded, tabulated and analyzed using Statistical Package for Social Science for windows (SPSS version 11.0). The findings show that the conflict management strategy commonly used by the managers was integrating among others such as dominating, obligation, avoidance, and compromise. Most managers indicated that their organizations never held teambuilding seminars and workshops. The major types of conflict experienced included interpersonal power based, work related, resource based, and inter-organization. Finally poor communication was found to be the major cause of conflict and was experienced in all levels of management. The study recommends that the best way to handle conflict should include identifying types, causes, and the best strategies to be used for particular conflict situations. There is need for the managers to undergo conflict management training through workshops and seminars.