CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

5.1 INTRODUCTION

This chapter gives a full summary of all that has been written on so far, it also

includes conclusion of the research work. Various recommendations has also be given in this

chapter in respect to the findings of this research work on the topic prospects and challenges

of managing organizational conflict (case study of First Bank, Owode, Oyo Town).

5.2 SUMMARY

This research work was conducted to find out the prospects and challenges of

managing organizational conflict using First Bank, Owode, Oyo Town has the main focus of

this research work, with the aid of a well-structured questionnaire to help in the research

work. This research work is divided into various chapters dealing with separate interrelated

part of the research work.

The research work gives brief background information to the study, it also raises the

statement of the problem and research questions that was used to develop objectives of the

study and the significance of the study among others.

Theoretical backing was given to the research in terms of the relevance to the study;

these theories are Systems theory and Maturity-immaturity theory. It also explained the

relevance of these theories to the study. In addition, it explained the relevance of having

conflict in the organizations and been able to resolve the conflict before it gets out of control.

It further gives various literature reviews on the research topic.

Chapter three and four contained the entire outline of how the questionnaire was

administered, population size, sampling techniques and also the outcome of the questionnaire

that was distributed and also the response of the various respondents who were interviewed.
The discussion of findings established that in the course of managing organizational conflict,

there are various prospects and challenges attached to it and no organization is developing or

growing without them experiencing conflict and this affirms that conflict is inevitable in

every organization.

5.3 CONCLUSION

From the study conducted on the prospects and challenges of managing organizational

conflict, it can be concluded based on the findings that First Bank, Owode, Oyo Town,

customers and members of staff gets into conflict in one way or the other which at times it is

due to the impatient of the customers or due to the lack of proper customer service relations

on the part of the members of staff on a daily basis, and this shows that conflict is inevitable.

It also revealed that the occurrence of conflict in First Bank, Owode, Oyo Town has

influenced both the members of staff and customers at one point in time both negatively and

positively, and this has change their orientation on the fact that conflict only brings bad luck

to the organizations, although it further revealed the moment conflict becomes too strong for

the organization to manage, the consumer will patronize other available banks which may be

an obstacle for the company to achieve its objectives.

It is therefore imperative, to conclude that there is no organizations that does not

experience conflict but the approaches to which they solve the conflict is what differs and

how effective the approach they use are. Also, that conflict can occur internally or externally,

between customers and members of staff, between members of staff to one another or to the

management and vice-versa.

5.4 RECOMMENDATION

Based on the findings of the study, the following recommendations are made:

 The organization should recruit more members of staff because 20 members of staff

are really not enough to serve the over 16,000 customers the bank have.

 The members of staff should be given more training on how to relate well with their

customers since must customers are of the opinion that they lack good customer

relation services in the bank.

 The customers should be carried along by the organizations on any changes they plan

to embark on or the ones which they have already embarked on to prevent any form of

argument between one another.

 There should be room for complaints, recommendations e.t.c by customers at any

point in time to the management of the organization about the bank itself, their

members of staff as soon as it is noticed and it should be worked upon by the

management.

 The organization should not just limit their selves to just two approaches of managing

conflict rather they should consider other approaches too.

SUGGESTION FOR FURTHER READING

Based on the findings of this study, it suggests that more room should be given to other

researchers to find out more about other nature of conflicts, the prospects it brings likewise

the challenges that comes with it To know whether conflict brings about increase in

productivity in the organization or not and to know if conflicts influence employee’s

efficiency and effectiveness.