CHAPTER ONE

INTRODUCTION

1.1 Background to the study

The study of conflict management and its effects on performance emerged as organizations recognized the impact of interpersonal and intergroup conflicts on productivity and workplace harmony. Initially, conflict was viewed negatively, but over time, scholars began to explore how managing conflict could lead to innovation and improved performance. This shift in perspective occurred primarily in the mid-20th century, during the rise of organizational psychology and management sciences.

Globally, conflict management has been extensively studied. Authors like Thomas and Kilmann (1974) developed the Thomas-Kilmann Conflict Mode Instrument, which identifies different styles of handling conflict. Rahim (1983) contributed significantly with the development of the Rahim Organizational Conflict Inventory, highlighting how different conflict management styles affect organizational performance. These studies indicate that effectively managed conflict can enhance decision-making and innovation.

The importance of effective conflict management has gained recognition globally, as organizations strive to maintain competitiveness and sustainability (Brewer, 1999). Research has shown that unresolved conflicts can lead to decreased productivity, employee dissatisfaction, and reduced organizational performance (De Dreu & Weingart, 2003). The global financial crisis of 2008 highlighted the need for effective conflict management, as organizations faced significant challenges in managing conflicts (Katz & Flynn, 2013). Recently, the COVID-19 pandemic has further emphasized the importance of conflict management in maintaining organizational resilience (WHO, (2020).

In Africa, conflict management has become increasingly critical due to the continent’s diverse cultural, economic, and political landscape (Mbigi, 2005). The African Union’s emphasis on promoting peace, security, and stability has underscored the need for effective conflict management (AU, 2015). Research has shown that African organizations face unique conflict management challenges, including cultural and linguistic diversity (Kiggundu, 2002). The African Development Bank’s focus on promoting good governance and institutional capacity building has also highlighted the importance of conflict management (AfDB, 2019).conflict management has been studied in relation to both traditional practices and modern organizational settings. Researchers like M. N. Abiodun (2014) have explored how cultural dimensions influence conflict management styles across African countries. The integration of indigenous conflict resolution methods with modern practices has been a focal point, reflecting on how these methods impact organizational dynamics and performance

In Cameroon, authors have examined the interplay between cultural diversity and conflict management. Studies emphasize the role of local customs and the French-English linguistic divide in shaping conflict dynamics. For instance, Ngu Njomo (2010) highlights how bilingualism and ethnic diversity in Cameroon necessitate tailored conflict management strategies to enhance organizational performance. These works underscore the complex nature of conflict in Cameroonian organizations and its implications for productivity, conflict management has become increasingly important due to the country’s linguistic, ethnic, and regional diversity

(Kofele-Kale, 2007). The Anglophone crisis, which began in 2016, has highlighted the need for effective conflict management in maintaining national stability (International Crisis Group, 2020). Research has shown that Cameroonian organizations face significant challenges in managing conflicts, including inadequate institutional frameworks (Njoh, 2016). The Cameroonian government’s efforts to promote dialogue and reconciliation have underscored the importance of conflict management (Republic of Cameroon, (2020).

At the organizational level, agencies in Cameroon face unique conflict management challenges, including limited resources and inadequate training (Nji, 2018). Research has shown that effective conflict management is critical to maintaining employee satisfaction, productivity, and organizational performance (Egbe, 2020). The Cameroon-based agencies, such as the National Social Insurance Fund (NSIF) and the Cameroon Development Corporation (CDC), have implemented conflict management strategies to improve organizational effectiveness (NSIF, 2

Specific organizations have adopted various conflict management strategies to boost performance. Companies like Google and Toyota have been noted for their innovative approaches to managing conflict, which include fostering open communication and collaborative problem-solving. For instance, Google’s Project Aristotle (2012) emphasized psychological safety, allowing teams to manage conflicts constructively, thus enhancing overall performance. These case studies serve as benchmarks for effective conflict management in organizational settings.020).

1.2 Statements of the problem.

“Despite the widespread of conflicts in organizations, there is a lack of understanding on how effective conflict management strategies impact organizational performance, leading to decreased productivity, employee dissatisfaction, and reduced competitiveness in the Cameroon business environment.

Nevertheless, critical role of effective conflict management in enhancing organizational performance, Amour Mezam Company Limited (traveling agencies) experiences recurring conflicts among employees, managers, and clients, leading to decreased job satisfaction, reduced employee productivity, and compromised customer service quality, ultimately affecting the company’s overall performance and competitiveness in the Cameroonian travel industry.”

1.3. Research questions

1.3.1 Main research question

what is the effects of conflict management on organizational performance in Amour mezam company limited?

1.3.2 Specific research question

i.What is effect of mediation  on organizational performance in Amour mezam company limited?

1. What is the effect of arbitration on organizational performance in Amour mezam company limited?

ii To what extent does negotiation have effect on organizational performance performance in Amour mezam company limited?

1.4 Research objectives

1.4.1 Main research objective

To Determine the effects of conflict management on Organizational performance in Amour mezam company limited ?

1.4.2 Specific objectives:

1. To analyze the effect of mediation on organizational
2. Evaluate the effect of arbitration on Organizational performance in Amour mezam company limited

iii. Determine the effect of Negotiation on organizational performance in Amour mezam company limited