Case Study of Role Conflict

PEOPLE AND ORGANISATION

GROUP ASSIGNMENT 5

1. WHAT’S THE SOURCE OF ROLE CONFLICT HERE?

One of group properties is role. Roles are significant in shaping the organization’s thrust and productivity. Role conflict arises when an employee believes that the role demands are incompatible with the position itself. As telephone service employees, the management requires them to have as many calls as possible per day and to attend each call as short as possible. The role conflict in this situation arises when as service employee; they believe that it is their role demand to give optimum quality assistance. Having direct contact with customers, optimum quality assistance requires the service employees to give undivided attention. Employees demand that to have quality service, they should provide much time as possible to be able to give solutions to their concerns and inquiries. They should not consider limiting time in providing quality service. From the management point-of-view, maximizing profit is to attend to more calls as possible which may also mean shorter time allotment per customer. It obviously gives them too much pressure and stress to handle and balancing quality service and management job requirements. As service employees, they have to serve two masters – management and the customer.

3. SHOULD ROLE CONFLICT AMONG THESE TELEPHONE SERVICE EMPLOYEES BE ANY GREATER THAN A TYPICAL EMPLOYEE WHO WORKS AS PART OF A TEAM AND HAS TO MEET THE EXPECTATIONS OF A BOSS AS WELL AS HIS OR HER TEAM MEMBERS? EXPLAIN.

No, they are the same, in telephone service employees they have to serve two masters – Management and customers as well as employee who work as a team; they have to consult their boss and the team to attain their goal. Team is very essential in business.