Organisational Conflict And Service Delivery In Jinja: Case Study Of Municipal Council

ABSTRACT Conflict is an ever-present process in human relations. As people are organized into groups to seek a common goal, the probability of conflict greatly increases. All conflicts are not the same, they are different levels. Conflicts occur within family, friends, and co- workers. The purpose of this study is to investigate and study the impact of dysfunction conflict on auditing performance in public organisation.Again it examines some of strategies for resolving conflict at Jinja municipal council. Along with this, the study discusses the effects and influence of conflict on the performance at workplace. However, this study analyse the effects of conflict on the organizational goals and auditing performance. Questionnaires were done by using structured questions and distributed to 25 auditors and 15 supporting staff from six (6) regions of Jinja municipal council through a simple random sampling. Collected data was analyzed through frequency table in descriptive statistics and multiple responses in order to get the percentage of population engaged in the conflicts, the extent of conflict effects on organization and other findings. The study shows that the organizational and authority conflicts occurred mostly as level and type of dysfunctional conflict respectively. This was happen because there are poor lines of communication, lack of effective leadership and conflicting priorities especially in a resources allocation. The causes of conflict which are frequently occurring are poor organization system and lack of effective leadership. This is because the organization system and leaders is not friendly to employees which create ambiguity at work. The majority of auditors said that conflict affects the auditing work through employee’s performance. The mostly strategies used by directors to resolving conflict at Jinja municipal council were through mediation and arbitration, due to reason that, the directors were not willing to fulfill the needs of the employees at expenses of the organizations. The research indicates there are two outcomes includes; positive and negative from conflict that is improvement of performance and productivity loss respectively.