WOLDIA UNIVERSITY
FACULITY OF BUSINES AND ECONOMICS
DEPARTMENT OF MANAGMENT
The role of effective communication in resolving conflict
Submitted to Woldia university faculty of business and economics department
of management for the partial fulfillment of bachelor of ART (BA) degree in
management
Name ID No
BY: Beyenech Awoke FBE(R) 2393/07
Dagnachew Ayana FBE(R) 3002/07
Bezabesh Abera FBE(R) 2395/07
ADVISOR: ABEBE T
February, 2017
WOLDIA, ETHIOPIA
Contents
Chapter one.................................................................................................................................................1
1. Introduction.............................................................................................................................................1
1.1 Background of the study....................................................................................................................1
1.2 statement of the problem.................................................................................................................2
1.3 Research Question.............................................................................................................................2
1.4 objectives of the study.......................................................................................................................3
1.4.1 General objectives......................................................................................................................3
1.4.2 Specific objectives.......................................................................................................................3
1.5 significance of the study....................................................................................................................3
1.6 scope of the study.............................................................................................................................3
1.7 organization of the study...................................................................................................................4
Chapter two.................................................................................................................................................6
Review of related literature.........................................................................................................................6
2.1 definition of communication.............................................................................................................6
2.2 Types of communication in organization...........................................................................................6
2.3 Function of communications.............................................................................................................7
2.4 Effective communication...................................................................................................................7
2.5 Factor that affect communication.....................................................................................................8
2.6 definition of conflict..........................................................................................................................8
2.7 cause of conflict in organization........................................................................................................9
2.8 Conflict management........................................................................................................................9
2.9 Role of effective communication in resolving conflict.....................................................................10
Chapter three............................................................................................................................................10
3. Methodology.........................................................................................................................................10
3.1 Research design...............................................................................................................................10
3.2 source of data..................................................................................................................................10
3.3 method of data collection................................................................................................................11
3.4 Target population of the study........................................................................................................11
3.5 sample size......................................................................................................................................11
3.6 Sampling technique.........................................................................................................................12
3.7 Methods of data analyses and presentation...................................................................................12
3.8 Budget break down.........................................................................................................................12
3.9 Time schedule..................................................................................................................................13
Reference..................................................................................................................................................14
CHAPTER ONE
1. INTRODUCTION
1.1 Background of the study
Communication is the process of sharing idea, information and massage with other. The most
basic communication methods that are known to man are speech and nonverbal expression such
as facial expression and body language apart from these basic method begin to involve and
become complex([Link] man young 1996).
Effective communication usually require two way flow of information rather than simple
delivering message work on creating a flow of message and feedback. A sender conveys a
message and receives responds with feedback and perhaps a new message (Cullinan; 1996:327).
Conflict is a process in which one party perceive that its interest are being opposed or negatively
affected by other party this are a mind disagreement between two people. Regarding the best
choice in decision (Mary Ann and Steven [Link] Shane; 1976:402).
Communication in modern history has many important activity among these it has a great deals
in resolving distractive conflict and increasing constrictive conflict (Mary Ann: 1976).
Conflict occurs due to the lake of opportunities, ability or motivation to communicate
effectively. As communication is essential to the communities of a given organization especially
for a manager to coordinate the human and other resource they should be avoid conflict that
occurs between employees to avoid these problem communication is vital (Mary Ann and Steven
[Link] Shane: 1976:408).
Considering point about communication effective communication conflict and their relation. The
researcher tries to see the effective communication on conflict resolution process of Woldia
university administration staff.
1.2 statement of the problem
As long as people in organization work together conflict is I evitable or unavoidable. This means
as people work together the incompatibility of goal attitudes emotions or behaviors leads to
disagreement or opposition between them conflict occurs because people do not agree on goal
issue. Perception and people in evitable compete for the scare resource (Mary Cullinan;
1996:407).
Any organization has no meaning without communication to reduce or if possible to avoid the
above inevitable conditions communication have vital role. Communication is not used for
conflict resolution but also it is the base for organization objective achievement incase
productivity, job satisfaction, getting information about competitor dimension and any activity in
any field of study thus, the fact is the crucial element in our lives(kreitner,R 2008).
In organization leaders or manager who are able to keep way of communication would have a
great chance of understanding other belief value, need and emotion (marshal) and Robson,2012).
Before this study, as the manager of administration staff told to the researchers. These is no study
under taken on effective communication in resolving conflict which is burning issue to be
discussed and addressed by the researcher. Therefore, this study is intended to identify the case
of such thing and contribution of effective communication to address such face then Woldia
university administrative staff under the constricting such effective communication in resolving
conflict and other related problems would be answered through this research.
1.3 Research Question
1. What are major factors that cause for employees conflict in administration staff?
2. What are the major factors that affect effective communication on resolving conflict in Woldia
university administration staff?
3. What are the contributions of effective communication on resolving conflict in administration
staff?
1.4 objectives of the study
1.4.1 General objectives
The general objective of this study is to assess the role of effective communication in resolving
conflict in Woldia university administration staff.
1.4.2 Specific objectives
1. To assess the major factors that cause for employees conflict in administration staff.
2. To find out the major factor that affect effective communication on resolving conflict in
Woldia university administration staff.
3. To explain the contribution of effective communication on resolving conflict in administration
staff.
1.5 significance of the study
This research would be significant for the following bodies
1. The researchers take the study for the fulfillment of BA degree
2. the organization take function of entire of communication to resolve conflict, recommended
solution of the study and take corrective action in the way.
3. It would be increase the knowledge of manager on how to resolve conflict.
4. Other researcher takes this study as a reference for conducting other similar assessment.
5. The research puts a stepping stone and further investigation for other potential researcher
1.6 scope of the study
The researcher focuses only on the role of communication in resolving conflict because as it is
known as distractive conflict is challenge for the overall organization. The researcher would like
to study how these distractive conflicts can get the solution and the researcher selecting effective
communication from other extraneous variable such as reward performance appraisal ….. Which
are the ways of dedicating if possible eliminating conflict within the organization?
In addition to the study the researcher conducted the research would be limited only employee of
Woldia University administrative staff geographically.
1.7 organization of the study
This paper would be organized into five chapters.
Chapter one would be contain introduction part include background of the study and
organization, statement of problem, research question, objective of the stud, significance of the
study , scope of the study and limitation of the study.
Chapter two would be contain related literature
Chapter three would be contain research methodology include research design, source of data,
data collection tools, population of the study, sample size and sample method.
Chapter four would be include analyze and interpretation
Chapter five would be consists summery, conclusion and recommendation
CHAPTER TWO
REVIEW OF RELATED LITERATURE
2.1 definition of communication
According to PRobbins;1994:242 communication is the process of transmitting or sharing idea
feeling through experience, skill etc for some purpose through the transmit ion of symbolic
message this if no information or idea have been conveyed communication has not taken place
for communication to be successful the meaning must imported and understand perfect
communication it such thing existed would be transmitted through or idea were perceived by the
receiver exactly as it was invested by the sender communication in organization is the process of
transmitting decision and other information from one member one part of the organization to the
other.
According PRobbins; 1993:332) communication could be classified based on the their channels,
formal and informal communication.
[Link] communication ;is type of communication that send information through official
designed channel between different or general position it comprises down ward communication
in which information from upper to lower from manager to subordinate in the form of instruction
and feedback.
[Link] communication ;contains sequence of interaction that does not have place within the
official design channels of communication this study concern regarding the role both formal and
informal communication in resolving conflict in Woldia University staff.
2.2 Types of communication in organization
According to H.G field and Robert j. House (1995,p250)there are two types of communication
written (verbal and non verbal communication ).
1. Verbal communication written and oral communication media have favorable and unfavorable
nature; consequently, they are often used together so that the favorable qualities of each can
complement the other.
2. Non verbal communication is any message the sender communicates without using words this
types of communication sometimes reflected as gesture, eye conduct, facial expression and voice
in to nation as well as physical appearance.
2.3 Function of communications
According to [Link](1996,p377-378),the function of communication put in to four
basic categories.
1. Control
Communication acts to control member behavior in several ways organization have authority,
hierarchies and formal guidelines that employees are required to follow.
2. motivation; communication foster motivation by clarifying to employees what is to be done,
how would they are doing and what could be done to improve performance.
3. Emotional expression; the communication that takes place within the group is a fundamental
mechanism by which member show their frustration and feeling of satisfaction.
4. Information, communication performs related to its role in facilitating, decision making is by
transmitting the date identity and evaluate alternatives.
2.4 Effective communication
Effective communication occurs when the message sender understand fully how the receiver
would react and use clear understandable and appropriates language in addition these sender
could control and manage the environment to determine the way to transfer message. Therefore
effective communication occurs when intended message transmutes accurately and the receiver
understands it (Wayne, 1994).
2.5 Factor that affect communication
Almost all conflict involve communication problem as both cause and an effect
misunderstanding. Resulting from poor communication can easy cause a conflict or more it
worse further, once conflict has started communication problem often develop because people in
conflict do not communication with each other as frequently as opening and as accurately as they
do when relationship are not strained this communication is central to most conflict
situation(stewrt and syivia ;2006;212).
According to (cullinon 1993), elaborate three factors that affect communication in all
organiuzation.
1. Organization
These are in numerable factor that exist in the world around the organization this factor include
problem of distance space, poor physical appearance and the use of wrong communication
channels could affect the free flow of message within the organization.
2. between employees
These communication barriers often occur because people do not like each other are afraid of
each other and have some preconception about other that inter face with message.
3. Barriers inside employees
Naturally your staff mind strongly affect your ability to sender receive message it you bored with
the subject.
2.6 definition of conflict
According to (Robbins;1983;445),conflict could be defined as any situation in which compatible
goal attitudes emotion or behavior to disagreement or opposition between two or more
organization member or group that is conflict occurs, because people do not always agree on
goal, issue ,perception.
Organization conflict
According to(hener,2010) conflict exist everywhere in all walk of human life organization
conflict it deals with structural make up of the organization it has to two division the first one is
internal organizational conflict that is within the organization and the second one is intra
organizational conflict which occur between two or more organization.
According to Debral L,Nelso(1994,p,390-391) conflict is classified in to functional and
dysfunctional.
[Link] conflict is healthy, constrictive disagreement between two or more people it can be
produce new ideas, learning and growth among individual they develop a better awareness of the
selves and other.
2. Disfunctional conflict is an unhealthy, destructive disagreement between two or more people,
its origin is often emotional or behavioral individual in dysfunctional conflict tend to act before
thinking, and they often rely on threats deception and verbal abuse to communicate.
2.7 cause of conflict in organization
According to DebralL,nelson(1994,P,395) source of conflict could be classified in to two broad
categories.
1. Structural factors which stem from the nature of the organization and the way in which the
work is organized
2. Personal factors which arise from different among individual
2.8 Conflict management
Conflict management skill arise predictor of managerial success all conflict requires skill on the
part of the manager. The manager task is to stimulate functional conflict and prevent or resolve
dysfunctional conflict ([Link] and jamescambelll Quick;19994;390).
According to (kailmanni 2010) there are several conflict resolving technique such as;
forcing where individual purpose his/her own concern dispute resistance of offer
win win see conflict resolution as an opportunities to come to mutual benefit to both
parties
competing when one person seeks to satisfy his or her own interest regardless of the
impact of other party
2.9 Role of effective communication in resolving conflict
Effective communication skill serves a key role in successful resolving conflict both in the home
and the work place is stated on resolution technique of conflict, compromise collaboration,
arbitration, negotiation, mediation conflict and discussion have no meaning without
communication (cullinan;327).
CHAPTER THREE
3. METHODOLOGY
3.1 Research design
In this research descriptive types of design would be used because descriptive research involves
gathering data that are describe events and then organize tabulate depict and describe the data
collection.
3.2 source of data
The researcher would use primary and secondary data source to collect and relevant information.
Hence primary data would be collect from employee of Woldia university administrative staff
moreover, the secondary source of data would be collected from different written source that are
books, official documents, and related journals as well as internet service.
3.3 method of data collection
The data would be collected by distributing cloth ended and open ended questionnaire. Cloth
ended questioner are the respondents has fixed range answer whereas open ended questioner
have no pre specified answer the respondent are free to answer the question in order to get
detailed and relevant information from Woldia university administrative staff.
3.4 Target population of the study
In order to accomplish this study the target population would be 67s in number which are
employees of Woldia university administrative staff.
3.5 sample size
As including all employees are time consuming and representing them by sample would be
essential or selecting sample will necessary. The researcher would be select 87 employees from
the total randomly collect relevant information. The researchers calculate the sample size
recording to the following formula taken from solvent formula to estimate the sample size
n=N/1+N (e) 2
Where N= total population
e= error determined
n= sample size
3.6 Sampling technique
The sampling technique that used in the study would be cluster sampling technique. The reason
for the researcher for planning to use cluster sampling is its appropriate for the study to collect
conductive data for the study by distributing questioner to selecting group (cluster) of population
through simple random sampling technique.
3.7 Methods of data analyses and presentation
The process of analyzing being after the data analyzed would be collected such process including
editing, coding, classification and tabulation. The data would be analyzed by quantitative method
of analyzed by using descriptive statistics the data would be efficiently analyses and interpret by
using table, pie chart and percentage lastly leads to summery, conclusion and recommendation.
3.8 Budget break down
Item Unit Amount of unit Unit cost Total cost
measurement
Stationary paper Dozen 200 0.5 100
Pen bacon 5 5 25
Pencil bacon 5 2 2
Ruler 1 6 6
Back up cd 1 25
Printing 18
proposal
Printing and 18 7
drafting final
proposal
Printing final 35 7 126
research
Travel expense 10 245
Other 100
miscellaneous
expense
Total 629
3.9 Time schedule
Research activity Duration of time
Oct No Dec Ja Feb Mar Apr Ma Jun
v n y
Problem identification **
Setting objective **
Setting research question **
Research design and specification **
method and procedure
Data collection requirement and ** **
develop
Developing review literature ** **
Writing proposal ** **
Data processing and editing ** **
Distribution and collecting data ** **
Summery and conclusion **
Writing research ** ** **
Submission of final research **
Submit and presentation **
REFERENCE
Cullion, m (1993). Business communication, principle and process (2nded). r/ayward,
bracejavonich publisher
Stephen [Link],(1994), Business communication,3rded , business communication,
canda,Canadiancatalogugin publisher
Ronald .[Link],(1989), Bussiness communication ,2nded ,USA, Ronald house inc
Stephen(1996). Organizational behavior
Murphy: effective communication (1994)Mc Grawhill publishing company, newyork
Marshal,P,and Robson P.(2012) preventing and managing conflict long wood publishing
corporation
Mary Cllinan,(1998), Bussiness communication, 2nded, Marcourt Brace collage publishrt
[Link] and James Cambellauick,(1994), organizational behavior, 2nded USA,
west publishing company.
