Bank Simpanan Nasional

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- PROBLEM STATEMENTS

Nowadays the employees cannot perform very well due to conflict with the managers or the other subordinate. This is because conflict in an organization may reduce the quality of performance and employee commitment (Berita Harian, 2011). This problem will reduce job satisfaction and business functioning of the organization. This is because the manager are not exposed to dealing with the management style to resolve the conflicts.

Apart from that, the other problem is about the conflict itself that appeared among the subordinate, colleagues, peers, managers and clients. They must have to manage the conflicts with various types of style; avoiding, accommodating, competing, compromising or collaborating. Conflict in an organization can affect the commitment and absenteeism of employees. Based on statistic, stress in the workplace brings conflict between the subordinate, peers or manager. Based on Zafir (2006), 48% from the employee were in stress and bring conflict in the workplace. Stress affected the psychology and physiology of the workers.

An employee who is responsible must be clever to deal with conflicts in various ways in order to act professionally and not blindly make decisions when problems come our way. Conflict should not be left alone because it would damage the reputation of an organization and conflict should be manage with the efficient ways.Therefore, this research is to be done to answering the following research question :

RQ 1 : What are the types of organizational conflicts faced by the BSN’s staff?

RQ 2 : What is the conflict management style used by BSN’s staff when dealing with

relationship conflict?

RQ 3 : What is the conflict management style used by BSN’s staff when dealing with task

conflict?

RQ 4: What are the differences of conflict management style used by male and female staff

when dealing with organizational conflict?

- RESEARCH QUESTIONS

- What are the types of organizational conflicts faced by the BSN’s staff?

- What is the conflict management style used by BSN’s staff when dealing with relationship conflict?

- What is the conflict management style used by BSN’s staff when dealing with task conflict?

- What are the differences of conflict management style used by male and female staff when dealing with organizational conflict?

- RESEARCH OBJECTIVES

- To find out the types of organizational conflicts faced by the BSN’s staff.

- To determine the conflict management style used by BSN’s staff when dealing with relationship conflict.

- To determine the conflict management style used by BSN’s staff when dealing with task conflict.

- To determine the differences of conflict management style used by male and female staff when dealing with organizational conflict

- SCOPE AND RATIONAL OF STUDY

The scope of this research will be the staff of Bank Simpanan Nasional. The research will be conducted at the headquarters at Jalan Ampang, Kuala Lumpur. Questionnaires will be distributed to the staff in BSN especially from the Corporate Communication Department. The duration of this research is about 4 months starting from March until June 2015.This research is able to find the relationship between the gender and conflict management style in work place.

- SIGNIFICANT OF STUDY

The main purpose of this research is to determine the variation of conflict management style faced by the male and female workers in BSN and to ascertain the relationship between gender and conflict resolution effectiveness. In that sense, this research is conduct to see how the gender influences on the management styles and conflict resolution effectiveness.

This study is conducted to provide a guideline for the organized workers when handling the conflicts. The workers from various departments may use the findings of this research to prepare in facing the upcoming conflicts. This also hoped the findings of this research could provide and help them in managing the conflicts and how the conflict resolution effectiveness towards the gender influences.

In addition, this study could be as a contribution to the future research on the gender influences on conflict resolution among the workers in work organization. This research could be used for the employee as a preparation before they are entering the workplace. This is because the findings will gain from the experienced workers in that organization.

- THEOREOTICAL FRAMEWORK

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Figure 1 : The Theoreotical Framework on Gender differences in Conflict Management Style in BSN

- COMMUNICATION THEORY

- Face-negotiation theory

The related communication theory towards the case study is a face - negotiation theory by Ting Toomey. This is because the face-negotiation theory is commonly related to the conflict, especially the interpersonal conflict. This theory also brings the interpersonal and workplace conflict and the peoples in workplace adapt and negotiate when face the conflict. This theory may help the workers in an organization adapt and face the conflict. The face-negotiation theory provides a sound explanatory framework for explaining differences and similarities in face and face work during conflict (Ting Toomey, 1988)

In the past decade, Ting-Toomey doing research in the formation of the relationship between the concentration of self-image (face) in a culture that is different from how they manage conflict. Afzalur M. Rahim, a professor of management and marketing at Western Kentucky University stated that Ting-Toomey identified five different response when a situation does not reach the needs, interests or their destination, the response is:

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