Impact of Workplace Conflict on the Performance of Selected Broadcasting Firms in Enugu State Nigeria

Abstract

Managers of organizations have consciously engaged in several strategies to enable organizations perform optimally. Conflict in the workplace has remained a problem to the performance of organizations, in that market share, competitive advantage, profitability and return on investment depend on the extent of peace in the workplace. Incidentally, managers of organizations have not been able to adopt required strategies to handle the impact of conflict in the workplace. The aim of the study was to investigate the impact of workplace conflicts on the performance of selected broadcasting firms in Enugu state, Nigeria. However the specific objectives were to: (i) Assess the nature and the extent of the relationship between absenteeism and market share (Viewership); (ii) Ascertain the nature and the extent of the relationship between employee turnover and customer satisfaction; (iii) Examine the nature and the extent of the relationship between interpersonal hostility and innovative service delivery and (iv) Unravel the nature and the extent of the relationship between poor communication and target delivery. Descriptive survey research design was adopted for the study. A sample of 270 was deducted from a population of 826 employees of the selected broadcasting firms. Data gathered with the use of questionnaire was analysed using Pearson product moment correlation formula. Findings revealed that, there was a positive and significant relationship between Absenteeism and market share (rp = 0.955, t=9.213, p<0.05) in the broadcasting industry in Enugu State, Nigeria; there was a positive and significant relationship between the employee turnover and customer satisfaction (rp = 0.944, t =9.213, p<0.05) in the broadcasting industry in Enugu State, Nigeria; there was a positive and significant relationship between interpersonal hostility and innovative service delivery (rp = 0.728, t = 9.213, p<0.05) in the broadcasting industry in Enugu State, Nigeria; and there was a positive but not too significant relationship between poor communication and target delivery (rp = 0.611, t = 9.213, p<0.05) in the broadcasting industry in Enugu State, Nigeria. In conclusion, the researcher affirm that truancy and absenteeism, interpersonal hostility, and poor communication among staff of broadcasting firms have contribute to failure in meeting set targets and low market share. Again, cultures that will encourage good interpersonal skills and reduce interpersonal hostility and reduced employee turnover will enhance innovativeness in service delivery and customer satisfaction in broadcasting firms. The researcher recommended amongst others that managers be trained in the best way to manage conflicts arising from interpersonal hostility, poor communication, truancy and absenteeism, and employee turnover in general so as to ensure both employee and organizational performances.