Workplace Conflicts And Their Impacts On Employee Performance In Banking Organisations

Types of Workplace Conflicts

Question:

Discuss about the Conflict in Banking Organisations.

The background of the assessment lies in workplace conflicts and their impacts on employee performances in banking organisations taking HSBC Bank Australia as the example. According to Fu and Deshpande(2014) unethical practices, stress and lack of healthy employee relationship causes conflict among the employees in the organisations. The functioning of the multinational banks like HSBC Australia and their power to deliver high degree of services to the customers depends largely in the cooperation among employees. Thus, the conflict among the employees influences their performances detrimentally and consequently hits the performance of the organisation as a whole.

Organisational conflicts:

Leonardi, Huysman & Steinfield(2013) defines organisational conflicts as the perceived or actual opposition of interests, values, needs and decisions. The conflicts can take place between teams, individual employees and between management and employees.  The conflicts can also be present among due to intervention of external bodies like labour unions. Here the conflicts take place due to conflict employee policies like those pertaining to employee compensations and between the demands of the union like raising of compensation amounts.

Role conflict:

Wolford et al. (2013) defines role conflict as the conflict of functional areas of different individuals working within an organisation and holding different positions. There are several factors which can lead to role conflicts within an organisation like HSBC Australia. The industries like banking are under continuous pressure to cater to a larger customer base to earn higher revenue owing to presence of large numbers of banking institutions in the market of every country like Australia. This competition among the banking organisations and their aim to earn higher revenue is transferred down to the employees. Cohn, Fehr and Maréchal(2014) state that the higher management bodies of the banks fix targets which is allocated among the employees. The difference in opinion among the managers regarding the strategies to be adopted to achieve these targets creates conflicts. This conflicts among the people of different based on their job roles creates role conflict among the employees.

Passive aggressive behaviour:

Decoster, Camps and Stouten(2014) define passive aggressive behaviour as the indirect expression of hostility, controlling and stubbornness  and deliberate failure to accomplish business targets among the managers or subordinate employees. Passive aggressive behaviour within an organisation leads to lack of collaboration and cooperation among the team members or within departments. This jeopardises team or departmental productivity and in organisations like banks, it affects customer services.

Causes and Consequences of Workplace Conflicts

Office romance:

Mainiero and Jones(2013) define office romance as public display of affection in workplaces. They say that public display of affection makes employees feel uncomfortable and raise accusations of favouritism against the employees displaying office romance. This once again hampers the productivity in service organisations like HSBC Bank Australia because the employees who feel prejudiced refuse to cooperate with the employees who they benefit from the favouritism.

Workplace conflicts and resultant fall in the employee productivity have devastating impacts on the banks, which makes these aspects crucial to the banks. Larsen et al.(2015) state that revenue generation in the service sector organisations like HSBC Bank Australia depends to a great extent on customer service and customer satisfaction. The employees play key roles in providing services to the customers in the banking industry by offering appropriate financial products.  DuBrin(2013) stresses that conflicts among the employees in the banks lead to lack of cooperation and understanding among them. This prevents them from offering appropriate financial products to the customers, which in turn affects the customer satisfaction. N. Torres and Kline(2013) stress that this failure of the employees to ensure customer satisfaction leads the banks to lose customers to their competitors. This reduces the revenue generation in the banks, which influences their long-term growth. It can be pointed out that the employees of the companies manufacturing goods do not come in direct contact with the consumers. Their profitability depends on their power to offer superior goods to the customers. The service sector companies like banks, on the other hand are dependent on their employees to provide customers directly with the financial products. According to Neth et al.(2014), the financial products serve diverse customer purposes like savings, risk management and insuring assets. This complex nature of the financial products often require knowledge and expertise of several employees to sell them to the customers which calls for collaboration and cooperation among the bank staff. Thus lack of cooperation and collaboration among the bank staff due to conflicts prevent them from serving customers and selling products to them. This impacts the revenue generation of the banks and they end up losing customers which erodes their long term competitive advantage(DuBrin, 2013). Thus it can be justified from the discussion that workplace conflicts and consequent fall in employee performances have serious impacts on the organisational performances of the banks as whole.

Aims and objectives of the project:

Impact of Conflict on Customer Service and Revenue Generation

The aims of the project are to study organisational conflicts and their types. The objectives of the assignment are also to delve into the impact of conflicts on the productivity of the employees and consequently on the service providing companies like banks. These objectives and aims have been studied on the background of HSBC Bank, Australia.

Research questions:

The literature review and the findings would try to answer a set of research questions. The following are the research that the assignment would delve into:

1. What are the impacts of organisational conflicts?
2. What impacts do conflicts among the employees have on the service sector companies?
3. What are the conflict management roles of the apex management?
4. How does workplace conflicts inhibit customer satisfaction?
5. How do conflicts in service sector companies particularly banks hamper their market position?

Organisational conflicts hamper employee productivity:

Arnett and Wittmann(2014) state that the companies are required to adapt their marketing and product strategies to the market requirements to adapt to the challenges offered by the competitors. This requires the organisations to acquire and share knowledge capital within the departments and external business partners like suppliers. This sharing of information requires collaboration of all the departments and their employees. It ensures smooth operations within the companies and generation of huge revenue. Lozano(2013) supports this saying that the conflict among the employees lead to impediments in the flow of information among the departments and the it employees. Lack of proper information result in low grade utilisation of the resources of the companies by the employees in performing job responsibilities. Thus, conflicts among employees result low efficiency among employees and consequently results in poor performances of the companies. Kastalli and Van Looy(2013) mention that the productivity and customer services in the service providing companies like banks depend on the efficiency of the employees. Hence, conflicts and lack of coordination among employees impede customer service in banks. Thus, it can be inferred that conflicts among employees in service organisations result in low efficiency among yhe employees and impedes productivity. The graph obtained from the Australian Statistical Bureau below shows that the numbers of conflict between employers and employees in Australia have decreased. This graph can be related to the next graph of ABS showing increase in gross profit margin in the business organisations of Australia. An analysis of these two graphs shows that the fall in the number of conflicts can be linked to the rising profit margins in Australia. This shows that decrease in employee conflict promotes rise in employee productivity and profitability in the business organisations.

Figure 1. Graph showing number of conflicts in workplaces in Australia

(Source: abs.gov.au, 2017)

Figure 2. Graph showing profit margin manufacturing in Australia

Role of Employees in Service Organizations

(Source: abs.gov.au, 2017)

Impact of conflicts on service sector employees:

Korschun, Bhattacharya and Swain(2014) state that the employees play the most important role in the service sector because they interact and provide services to the customers. This generates revenue for these company and account for their competitive advantage in the market. Thus, it can be construed that the revenue generation of the service providing companies like banks depend on the efficiency of their employees to serve the customers. Yu et al.(2014) support this opinion and strengthens it by mentioning that serving customers effectively and providing them with appropriate financial products , employees of banks ensure customer satisfaction. This results in generation of high revenue by the banks by serving customers efficiently and ensuring customer satisfaction. Slater, Mohr and Sengupta(2014) state that ensuring customer satisfaction helps banks to obtain references from loyal customers who conduct business with them. This helps banks generate repeat business by offering services to new and existing customers. Entrop et al.(2016) state that the financial products have become increasing complex and often require the collaboration of several bank employees to sell them to the customers. Yu et al.(2014) state this collaboration between employees enable selling products to customers and generation of revenue. Thus, it can be inferred from the discussion that conflicts among employees impedes this combined effort and selling of products to customers. Ho, Sharma and Hosie(2015)       state that when this lack of customer services exceeds the level of tolerance of the customers, they switch over to other banks. This results in banks losing customers to their competitors, which reduces their revenue generation. Thus, it can be summarised from the discussion that conflict among employees result in service sector companies like banks losing customers to their competitors, which erodes their revenue earning capacity in the long run.

Conflict management role of the apex management:

Gelens et al.(2014) state that the conflict management is very important in the service sector organisations like banks to ensure high efficiency of the employee. They state that management of conflict efficiently in organisations helps the managers ensure smooth future production and re-establish productivity if it has been hampered by conflicts among employees. Deresky(2017) states that the apex management and the senior management play a very important role in management of conflict in the organisations. The senior managers use several conflict resolution methods and enforce them on employees to resolve conflicts. They use techniques like collaboration  and compromise to compel their employees to restart productivity. Khan(2014) contradicts this view and points out that unethical practices and over exploitation of human resources result in conflict among employees. Samuel(2014) supports Khan and states apex management often support employee conflict to derive undue advantage. The apex management often support conflicts in order to break the employee unity and make unethical employee policies. Cullinane and Dundon(2014) state that the labour unions indulge into conflict with the apex management of companies while demanding better payments for employees. This discussion shows that apex management plays very significant role in conflict management in organisations.

Conflict Management in Service Sector Organizations

Workplace conflict inhibits customer satisfaction:

Jahanshani et al.(2014) state  customers appreciate high quality services from organisations like banks which ensures customer satisfaction. The financial products have become so complicated that it requires expertise and skill of several bank employees to sell them to the customers. Ho, Sharma and Hosie(2015) contradicts this statement and state that employee conflicts on the other hand result in lack of collaboration among the employees. This as a result in selling of inappropriate products, which impede customer satisfaction. The customers as a result are dissatisfied and switch over to the competitive banks to fulfil their financial requirements. This discussion shows that workplace conflict among employees and prevents customer satisfaction.

Conflicts in service sector companies particularly banks hamper their market position:

Entrop et al.(2016) state that customer satisfaction is very important to service sector companies particularly banks. Customer satisfaction leads to repeat business in banks because customers satisfied with the products of the banks provide references of customers. This enables banks to achieve new customers, which causes development in their business. According to Kastalli and Van Looy(2013) vast base of loyal existing and new customers generate huge revenue for the bank. This huge customer base  in other attribute to high market position of the banks. However, as pointed out by Ho, Sharma and Hosie(2015) conflict among the employees results in low quality customer services. The dissatisfied  customers do not provide references to the banks which prevents the banks from acquiring new customers. The dissatisfied existing customers terminate their relationship with the banks and switch over to the competing banks. This leads to lowering of revenue generation and loss of market position of the banks. Thus, it can be inferred from the discussion that conflicts among employees in banks lead to loss of customers and ultimately loss of market position.

Introduction:

This part of the assignment deals with the process and methods, which the researcher has used to conduct the research. The objective of the paper is to delve into the impact of workplace conflict among employees and their impact on their performances. The assignment relates conflicts among employees, fall in their production and its consequences on the organisation as a whole in the light of HSBC Bank, Australia. The researcher has reviewed the literature part in this chapter based on secondary literary sources like articles and books.

Research Approaches:

The choice of the research method is a very important aspect of a conducting a project scientifically. Researchers choose tow approaches to conduct research namely, qualitative and quantitative. Quantitative approaches consider statistics and graphs. The qualitative approach consists of articles, books, websites and other written sources of information. The researcher has used both qualitative and quantitative methods to conduct the research.

Quantitative approach:

The researcher has considered graphs from the Australian Bureau of Statistics(ABS) as the source of qualitative approach.  The paper contains study of graphs to show the number of decreasing employee-employer conflict and increasing profit in Australian companies. This approach has given the literature review a firmer base to conduct more in-depth analysis.

Qualitative approaches:

The paper considers qualitative sources of information like newspaper articles, journals and books to collect information about conflict. These qualitative sources have provided information to the researcher, which have helped to conduct the research more holistically.

Research philosophy:

The research philosophy is the section that delves into the motives of conducting the research. There researcher has considered two methods for the research methodology, qualitative and quantitative.

Ethical consideration:

Ethical considerations are very important aspects researchers stress during conducting researches. The researcher should try to obtain as accurate data as possible and present it in the paper.  The researcher has kept in mind not to collect unreliable data to ensure that the research laws pertain of usage of data available on the internet is not breached.

Reliability and validity of Qualitative research:

The reliability and accuracy of qualitative data is one of the most important thing researcher keep into consideration. They researcher has ensured that the information collected is reliable and valid by considering only articles by authors and government website.

It has been found from the secondary information analysis like articles, books and government websites that conflict has a devastating impact on employee productivity. The service providing companies like banks depend on the efficiency of the employees to serve their clients effectively and ensure customer satisfaction. Providing services to customers require collaboration of expertise and skills of several employees. However, lack of collaboration among employees result the deterioration of the service quality offered to customers. This results in lack of customers’ satisfaction, which leads to loss of customers. This losing of customers affects the profit earning capacity of banks devastatingly and erodes their market position. Thus, the researches shows that conflict among employees not only lead to fall in the performances of employees but also can lead to the bank lose its market position in the long run.

The literature review shows that workplace conflicts results in lack of collaboration among the employees. These lack of collaboration and deliberate impacts their performances. This fall in the performances, have stronger implications in the service providing companies like banks because their productivity is dependent on the efficiency of employees. The financial products are often bundled together into product by the banks and selling them requires inputs of more than an employee. The conflict prevents the employees from collaborating to sell the product and they offer customers inappropriate products. These result in inconvenience to customers and them switchover to other competitors banks. This losing of customers results in fall in revenue generation and loss of market position in the end. This discussion shows that conflict among employees can have far-reaching impacts like loss of competitive advantage for the organisations.

Conclusion:

It can be concluded from the above discussion that conflict within employees have far reaching influences not only on employees but also on the service providing companies. The conflicts between employees of a service organisation like a bank results in lack of service to customers and loss of revenue to the company. The limitations of the project were the scarcity of time and money. The following recommendations can be made to be soon to be professionals in the light of the above discussion:

1. The employees should be more collaborative and cooperative amongst themselves while carrying out their job responsibilities. This would help them to avoid conflicting situations and loss of consequent productivity.
2. The managers should hold meetings and discussions with their subordinate employees. This would help the subordinate employees to have a clear idea about the strategies of the company. It would enable them to understand their own responsibilities more clearly and help them to cooperate and collaborate among themselves better. This would help them to avoid conflicting situations.
3. The newly hired employees should be made aware about the organisational policies, methods of operations and expectations of the higher management. The human resource department should train the employees on the products of the companies like multinational banks. This would help them to develop a clear idea about the products and sell them more efficiently

References:

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