Conflict Resolution Strategies and Employee Performance in Kampala Capital City Authority, Uganda

ABSTRACT This study investigated the effect of conflict resolution strategies on employee performance in Kampala Capital City Authority (KCCA). The following objectives guided the study: i) to establish the effect of negotiation as a conflict resolution strategy on employee performance in KCCA; ii) to establish the effect of third party intervention as a conflict resolution strategy on employee performance in KCCA; and iii) to establish the effect of compromise as a conflict resolution strategy on employee performance in KCCA. This study adopted descriptive crosssectional survey design. The target population was 498 participants and the sample was 222 respondents. The study used simple and purposive sampling technique. The main research instruments included: questionnaires and interviews. Data was analyzed using frequency and percentage tables, mean and standard deviations, and linear and multiple regression analysis. The study made the following conclusions: The study revealed that Negotiation significantly affects employee performance at KCCA due to the use of win-win, and win-lose strategy that enables employees to amicably address their grievances successfully to their satisfaction(Adjusted R Square=0.079, p=0.00). In addition, the study revealed that Third party intervention significantly affects employee performance at KCCA due to the involvement of the third party whom the conflicting parties are well acquainted with hence the best way of resolving conflicts (Adjusted R Square=0.173, p=0.00). Similarly, the study also revealed that Compromise significantly affects employee performance at KCCA because the compromise strategy of conflict resolution is the easiest and cheapest means of solving a conflict (Adjusted R Square=0.243, p=0.00).Therefore the study concluded that conflict resolution has significant effect on employee performance. Thus the study made the following recommendations: KCCA management should adopt the use of negotiation so as to address issues that can lead to conflicts before they break open. KCCA management should adopt the use of third party intervention as a form of conflict resolution strategy. The management of KCCA should also encourage the use of compromise as a conflict resolution strategy. Contribution to Knowledge: Several studies have been done in the area of conflict resolution and employee performance but with mixed results, e.g. studies by Olang (2017); Ajike et al., (2015); Awan and Saeed (2015); Toku (2014). However, the current study adds to the body of knowledge that three different types of conflict resolution strategies, that is, negotiation, third party intervention, and compromise all have significant influence on employee performance, with compromise strategy providing the greatest evidence of improvement in employee performance.

TABLE OF CONTENTS

DECLARATION .......................................................................................................................................... ii

APPROVAL ................................................................................................................................................ iii

DEDICATION............................................................................................................................................. iv

ACKNOWLEDGEMENTS.......................................................................................................................... v

LIST OF ACRONYMS ............................................................................................................................... vi

LIST OF TABLES........................................................................................................................................ x

LIST OF FIGURES ..................................................................................................................................... xi

ABSTRACT................................................................................................................................................ xii

CHAPTER ONE...........................................................................................................................................1

INTRODUCTION ........................................................................................................................................1

1.0 Introduction.............................................................................................................................................1

1.1 Background to the Study.........................................................................................................................1

1.1.1 Historical Perspective ..........................................................................................................................1

1.1.2 Theoretical Perspective ........................................................................................................................3

1.1.3 Conceptual Perspective ........................................................................................................................4

1.1.4 Contextual Perspective.........................................................................................................................6

1.2 Statement of the Problem........................................................................................................................7

1.3 Purpose of the Study ...............................................................................................................................8

1.4 Objectives of the Study...........................................................................................................................8

1.5 Research Question ..................................................................................................................................8

1.6 Hypothesis...............................................................................................................................................8

1.7 Scope of the Study ..................................................................................................................................8

1.7.1 Geographical Scope .............................................................................................................................8

1.7.2 Content Scope ......................................................................................................................................9

1.7.3 Time Scope ..........................................................................................................................................9

1.8 Significance of the Study ........................................................................................................................9

1.9 Operational Definitions of Key Terms....................................................................................................9

CHAPTER TWO ........................................................................................................................................11

LITERATURE REVIEW ...........................................................................................................................11

2.0 Introduction...........................................................................................................................................11

viii

2.1 Theoretical Review...............................................................................................................................11

2.1.1 Thomas Kilmann Mode Instrument ...................................................................................................11

2.1.2 Traditional and Modern Theories of Conflict Resolution..................................................................12

2.2 Conceptual Review...............................................................................................................................15

2.3 Review of Related Literature ................................................................................................................16

2.3.1 Conflict ResolutionStrategy...............................................................................................................16

2.3.1.1Negotiation and Employee Performance .........................................................................................18

2.3.1.2Third party Intervention and Employee Performance......................................................................20

2.3.1.3 Compromise and Employee Performance.......................................................................................23

2.3.2 Employee Performance......................................................................................................................24

2.3.2.1 Effectiveness...................................................................................................................................26

2.3.2.2 Efficiency........................................................................................................................................27

2.3.2.3 Quality.............................................................................................................................................28

2.4 Related Studies......................................................................................................................................29

2.5 Gaps of the Study..................................................................................................................................32

CHAPTER THREE ....................................................................................................................................34

METHODOLOGY .....................................................................................................................................34

3.1 Research Design....................................................................................................................................34

3.2 Study Population...................................................................................................................................34

3.3 Sample Size...........................................................................................................................................34

3.4 Sampling Procedure ..............................................................................................................................35

3.5 Data Source...........................................................................................................................................36

3.5.1 Primary Source...................................................................................................................................36

3.6 Data Collection Method........................................................................................................................36

3.7 Research Instruments............................................................................................................................36

3.7.1 Questionnaire .....................................................................................................................................36

3.7.2 Interview ............................................................................................................................................37

3.8 Validity and Reliability.........................................................................................................................37

3.8.1 Validity ..............................................................................................................................................37

3.8.2 Reliability...........................................................................................................................................38

3.9 Data Collection Procedure ....................................................................................................................38

3.10 Data Analysis......................................................................................................................................39

ix

3.11 Ethical Consideration..........................................................................................................................40

CHAPTER FOUR.......................................................................................................................................42

PRESENTATION, INTERPRETATION, AND ANALYSIS....................................................................42

4.0 Introduction...........................................................................................................................................42

4.1 Response Rate.......................................................................................................................................42

4.2 Demographic Characteristics of the Respondents.................................................................................42

4.3 Descriptive Statistics of Conflict Resolution ........................................................................................44

4.4 Descriptive Statistics of Employee Performance..................................................................................49

4.5 The Effect of Negotiation as a Conflict Resolution Strategy on Employee Performance in KCCA....52

4.6 The Effect of Third Party Intervention as a Conflict Resolution Strategy on Employee Performance in

KCCA .........................................................................................................................................................54

4.7 The Effect of Compromise as a Conflict Resolution Strategy on Employee Performance in KCCA ..55

CHAPTER FIVE ........................................................................................................................................58

DISCUSSION, CONCLUSIONS AND RECOMMENDATIONS............................................................58

5.0 Introduction...........................................................................................................................................58

5.1.1 The Effect of Negotiation as a Conflict Resolution Strategy on Employee Performance in KCCA .58

5.1.2 The Effect of Third Party Intervention as a Conflict Resolution Strategy on Employee Performance

in KCCA .....................................................................................................................................................59

5.1.3 The Effect of Compromise as a Conflict Resolution Strategy on Employee Performance in KCCA60

5.2 Conclusion ............................................................................................................................................61

5.3 Recommendations.................................................................................................................................62

5.4 Contribution to Knowledge...................................................................................................................62

5.5 Areas for Further Studies......................................................................................................................63

5.6 Limitations of the Study........................................................................................................................63

References...................................................................................................................................................64

APPENDICES ............................................................................................................................................78

APPENDIX I: INTRODUCTION LETTER ..............................................................................................78

APPENDIX II: CONSENT FORM ............................................................................................................79

APPENDIX III: QUESTIONNAIRES .......................................................................................................80

APPENDIX IV: INTERVIEW GUIDE......................................................................................................83