THE ROLE OF EFFECTIVE COMMUNICATION IN RESOLVING

CONFLICT (A CASE STUDY ON BURAYU MUNICIPALITY)

A RESEARCH PAPER SUBMITTED IN PARTIAL FULFILMENT OF

THE REQUIREMENTS FOR BACHELOR OF ARTS DEGREE IN
BUSINESS ADMINISTRATION AND INFORMATION SYSTEM

SUBMITTED BY: ADVISOR:

FERUZA ABDELA DR.A. RAMAKRISHNAN
ID.NO .02277/01

JIMMA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS
DEPARTMENT OF BUSINESS ADMINISTRATION AND
INFORMATION SYSTEM

JIMMA, ETHIOPIA
MAY, 2011
 Acknowledgement
ACKNOWLEDGMENTS

Behind my every success and achievement is the almighty ALLAH, whose charity,
mercy, kindness, and help are invaluable forever.

Secondly, I would like to express my sincere and heart full thanks to my advisor Dr. A.
Ramakrishnan who devote much of his time and energy to read the paper and make
valuable professional advice and constructive comments.

Thirdly, I would like to offer my special thanks to Ato Yared Asamirew(BA,MBA) , who
gave me valuable advice and information while preparing this research.

Lastly, my deepest and heart felt gratitude goes to my family (Father, Mother and
Brother) for their moral and financial support from the beginning until now.
 I
Declaration
I the undersigned declare that this research paper is original work and
has not presented for degree in any university and that all sources of
materials used for thesis have been duly acknowledge.

Declared by
Name
Signature .
Date

Confirmed by advisor
Name ..
Signature ..
Date .

Place and date of submission

 ABSTRACT
Effective communication is a crucial element in our lives and it is the basis for
the organizational objective achievement. Moreover, as it is known quality of
communication has a direct impact on the quality of relationship. This is why
effective communication is crucial. The general objective of this study is to
assess the role of effective communication in conflict resolution process in
Burayu municipality.

Both primary and secondary data were obtained and used from top manager
and the non- managerial employees of municipality by interview and
questionnaire methods of data collection. The secondary data was collected
by reviewing records, journals and brochures of the municipality.

The study has used stratified sampling technique that is a good way to give
equal chance for all departmental employees who had different responses. To
analyze the findings of the study and the collected data qualitative analysis
method was used.

Based on the findings of the study, work over load, communication gap to
resolve conflict, less attention given by management for discussion, less
response of management for employees’ grievances, less contribution of
communication on conflict resolution process, and difference in attitude
towards communication were the major problems that affect communication
not to achieve its goal (conflict resolution).

Finally, the student researcher recommended that management should

understand the source of conflict, stimulate functional conflict, and prevent
dysfunctional conflict, giving attention for discussion by management,
sufficient response of management for employees’ grievance, using effective
communication to resolve conflict and encouraging employees’ positive
attitude of communication to resolve conflict can be solutions to resolve the
above-mentioned problems.
II
TABLE OF CONTENTS

PAGE
Acknowledgment ........................................................................................................I
Declaration
Abstract........................................................................................................................II
Table of Contents.........................................................................................................III
List of figures...............................................................................................................VI
List of tables .VII
Abbreviation VIII
CHAPTER ONE
1. Introduction....................................................................................1
1.1. Background of the study........................................................1
1.2. Background of the organization.............................................3
1.3. Statement of the problem......................................................5
1.4. Objective of the study............................................................7
1.4.1. General objective.................................................7
1.4.2. Specific objective.................................................7
1.5. Significance of the study........................................................8
1.6. limitation of the study ..9
1.7. Scope of the study..................................................................9
1.8. Organization of the study.......................................................10

CHAPTER TWO
2. Review of related literature............................................................11
2.1. Definition of communication ....11
2.2. Importance of communication ..11
2.3. Types of communication ....14
2.4. Factors that affect communication ….16
2.5. Function of communication ..19
2.6. Definition of conflict .20
2.7. Types of conflict within organization .20
2.8. Effect of conflict in organization ..22
2.9. Cause of conflict in organization .23
2.10. Conflict management and resolution techniques 27
2.11. Role of effective communication in resolving conflict .27
CHAPTE THREE
3. Methodology.................................................................................…32
3.1. Study area .32.......................
3.2. Source and types of data......................................................…32
3.3. Methods of data collection....................................................…32
3.4 Sampling size and population .32
3.5. Sampling techniques............................................................ 33
3.6. Data processing and Analysis .33
 3.7. Data presentation and Interpretation................................... 33
III

CHAPTER FOUR
4. Data presentation, analysis and Interpretation............................34

CHAPTER FIVE
5. Summary of findings, conclusion and Recommendation..............50
5.1. Summary of findings...........................................................50
5.2. Conclusions.........................................................................53
5.3. Recommendations..............................................................55
Bibliography ..58
Appendix ..........................................................................................59

V
Lists of figures

Figures page

Figure 1: sex distribution of respondents ..35

Figure 2: Age distribution of respondents .35

VI
 List of Tables

Tables page

Table 1: educational status and Work experience of the

respondents … 36
Table 2: Conflict condition and reason behind conflict 38
Table 3: Condition of conflict avoidance and techniques
of conflict avoidance ..39
Table 4: Conditions of discussion about the conflict
Situation .41
Table 5: Managers and employees relationship …43
Table 6: Conditions of communication in the organization ..44
Table 7: Communication role and its constraint ..47

VII
Abbreviation description

E.C Ethiopian calendars

VIII
CHAPTER INTRODUCTION

1.1BACKGROUND OF STUDY

Communication is the process of sharing ideas, information and

messages with others. The most basic communication methods that
are known to man are speech and non-verbal expressions such as
facial expressions and body language. Apart from these basic methods
of communication, there are other methods of communication. These
methods began to involve and become complex (I.von Glion, mary Ann
young and Steven L.Mc Shane; 1976:392).

Effective/ Good communication usually requires a two-way flow of

information rather than simply delivering messages work on creating a
flow of message and feedback. A Sender conveys a message, and
receiver responds with feedback and perhaps a new message
(Cullinan; 1996:327)

Poor or inaccurate communication can lead to conflict and negativity in

the work place. It could even lead to the cancellation of deal or the loss
of good will. However, in this competitive environment business cannot
afford such losses (Cullinan; 1996:329)

Conflict is a process in which one party perceives that its interests are
being opposed or negatively affected by another party. This may be a
mild disagreement between two people regarding the Best choice in
decision (Mary Ann and Steven L.MC Shane ; 1976:402).

On the other hand, conflict is a disagreement of ideas between and

among peoples. Conflict has both destructive and constrictive sides.
Destructive conflict could be solved as it occurs, others wise it is a
challenge to the growth of any organization. Constrictive conflict could
increase innovation and creativity. Communication in modern history
has many important activities. Among these, it has a great role in
resolving destructive conflict and increasing constructive conflict.

Conflict often occurs due to the lack of opportunity, ability, or

motivation to communicate effectively. As communication is essential
to the communities of a given organization, especially for managers to
coordinate the human and other resources of an organization, they
required ability to communicate effectively. To coordinate these
human resources they should avoid conflicts that occur between
employees. To avoid these problems communication is vital (Mary Ann
and Steven L. mc Shane; 1976: 408).

Considering point about communication, effective communication,

conflict and their relation, the researcher tried to see the role affect
effective communication on conflict resolution process of Burayu
municipality.
1.2. BACKGROUND OF BURAYU MUNICIPALITY
Oromia is the one that have wide area coverage in Ethiopia. Burayu is
the city in Oromia region. In Burayu city, Burayu municipality was
established in 1987 E.C. At that time Burayu municipality was include
under Ambo city municipality named as west shewa welmera woreda
Burayu special kebele.
Burayu town Administration municipality. Then it becomes
independent municipality from Ambo city municipality.

The total land size of Burayu is 53 km 2 and it is 10km far from Addis
Ababa. In 1987 E.C the number of population living in Burayu was
estimated 10,000 of which 51.4% were females and 48.6% were
males. At that time, 23 employees were serving for 10,000 people of
the city. Now the municipality is server for greater than 100,000
people.

The budget of the town during the time of its establishments was less
than 100,000 birr, but now the budget is estimated to be 100,000,000
birr.
VISION OF BURAYU MUNICIPALITY
 To see Burayu being a model of good administration with full
infrastructure and to become beauty and comfortable land to
live.

MISSION OF BURAYU MUNICIPALITY

 To build good administration and democratic system.
 To improve basic development activities such as water, electric
power and telecommunication
 To deliver fast, justified and economic service to the society.
 To minimize lack of residence by fair distribution of land.

OBJECTIVES OF BURAYU MUNICIPALITY

 Provide services quality with full interest.
 Deliver quality service.
 Provide service with out corruption by creating transparency.
 Accountability.
 Work with people who are feel belongingness of the municipality.

There are 22 sectors / departments which are serving people by

different service like city development , protecting the nature of city ,
controlling the by product of the factory, cleaning city , preparing land,
planting forest to become green land of city , distributing the service of
telecommunication, water and electric power and constricting the
roods.

The management has a plan to increase the quality of service, which

was given by the municipality.
1.3. STATEMENT OF PROBLEM
As long as people in organization work together, conflict is inevitable or
unavoidable. This means as people work together the incompatibility of
goals, attitudes, emotions or behaviors lead to disagreement or
opposition between them. Conflicts occur because people do not agree
on goals, issues, perceptions and people inevitably compete for the
scare resources (Many Cullinan; 1996: 407).

Same authors say that any organization has no meaning with out
communication. To reduce or if possible to avoid the above inevitable
conditions, communication have a vital role. Communication is not only
used for conflict resolution but also it is the basis for the organizations
objectives achievements:- increasing productivity, job satisfaction ,
getting information about competitors dimension , to cope with
modern information technology and any activates in any field of study .
Thus, the fact is that communication is the crucial element in our lives.

The factors that motivated the student researcher to study the

problem on communication of municipality were poor and not sufficient
service that the employees of the municipality provide for their
customers as the researcher is one who takes service from them.
Moreover, from compliant of other customers, the student researcher
thinks that poor and not sufficient service may be from lack of
communication on resolving conflict.

Before this study, as the manager of municipality told to the student

researcher, there is no study under taken on effective communication
in resolving conflict, which is a burning issue to be discussed and
solved by the management of the organization.
Hence, the study tried to answers the following questions:-

1. What are the major factors that cause for employees conflict in
Burayu municipality?
2. What place does communication have in Burayu municipality?
3. What are the major factors that affect communication to resolve
conflict in Burayu municipality?
4. What are the contributions of effective communication in
resolving conflict in Burayu municipality?
5. How should the municipality do to resolve conflict in the
municipality by using effctive communication?
 6
1.4. OBJECTIVE OF THE STUDY
GENERAL OBJECTIVE
 The general objective of this study is to asses the role of
effective communication on conflict resolution process in Burayu
municipality.

SPECIFIC OBJECTIVES
Specifically the study tried to achieve the following objectives:

 To asses the major factors that causes conflict in Burayu

municipality
 To examine the place that communication has in Burayu
municipality.
 To find out the major constraints that put on communication not
to achieve the desired objectives.(resolving conflict).
 To explain the contribution of effective communication in
resolving conflict.
 To suggest some reasonable and relevant recommendation
concerning the municipality use of communicate in resolving
conflict.

7
 1.5. SIGNIFICANCE OF THE STUDY

In the current world, every organization faces different controllable and

uncontrollable challenges, whether it is profit making or non-profit
making. In order to adapt and cope up with uncontrollable situations,
organizations, mangers, and all employees of the organization together
should set productive measures and at least attempt to minimize the
effect of these situations on business activities.

According to Stephen P.Robbins(1996,p.419) An organization is

accounted for planning, coordinating, controlling and doing things in
manageable course of actions to achieve its goal effectively and
efficiently. Therefore any organization whether small or large, profit or
non-profit organization, needs the assessment of its business feature,
nature, role, strength and weakness and functions.

Considering the above importance of conducting studies, investigating

the role of communication on resolving conflict is important as it is one
of business element is believed to be the crucial issue for the
municipality.

The beneficial bodies used by this study are-

1. The organization:- After conducting this research the organization
will be beneficiary in that the manager see the identified problems
and recommended solutions of the study and take corrective action
in the way and function of entire communication as to resolve
conflict.
2. The student researcher: - The student researcher is beneficiary
on getting knowledge about the study and experience on
conducting such assessment and get satisfaction when the study
wills the solution for problem.
3. Other researchers: - Other researchers can take this study as
reference for conducting other similar assessment.
4. Other similar organizations: the study can be used for other
organizations which are similar by taking this study and they can
check them selves with identified problem and if the problem are
originate on them they can take their corrective measure.

1.6. LIMITATIONS OF THE STUDY

There are some limitations that the researcher faced as a while

conducting this study. These limitations are stated as follows:-
 Lack of experience of the student researcher as it is the first time
the assessment is taken.
 Lack of sufficient finance for conducting the study
 Two respondents had not returned the questionnaire.
 Lack of consistency of response given by three respondents.

1.7. SCOPE OF THE STUDY

Even if communication has many role indifferent situations, indifferent
organizations, the researcher focused only on the role of
communication in resolving conflict. Because as it is known distractive
conflict is challenge for the over all organization, the student
researcher would like to study how this distractive conflict can get the
solution. and the researcher select effective communication from other
extraneous variables such as reward, performance a appraisal . Which
are the ways of deducting if possible eliminating conflict with in the
organization.
The reason for communication is selected from other extraneous
variables is that communication generalize them or those extraneous
variables cannot come up with out communication.

On the other hand the researcher conducted the research only on the
employees of Burayu municipality from Orommia region municipality is
because the municipality is near to the student researcher village and
the researcher fears shortage of time on the time of collecting data
from different municipality of Orommia region.

1.8. ORGANIZATION OF THE STUDY

This paper is organized in to five chapters:-

 Chapter one contain introduction part that include background
of study and organization, statement of problem, objective of the
study, significance of the study, scope and limitation of the
study.
 Chapter two contain review of related literatures.
 Chapter three is a part which describes the methodology used
while preparing this paper.
 Chapter four is about presentation, analysis, and interpretation
of data collected.
 Chapter five deals with conclusions and recommendation of the
study.
CHAPTER TWO
REVIEW OF RELATED LITRATURE

2.1. DEFINITION OF COMMUNICATION

Communication is the process of transmitting or sharing meaning

(idea, feeling, thought, experience, knowledge, skill, etc.) for some
purpose through the transmission of symbolic messages this means if
no information or ideas have been conveyed, communication has not
taken place. For communication to be successful, the meaning must
imparted and understood perfect communication , if such a thing
existed, would be when a transmitted thought or idea was perceived
by the receiver exactly as it was envisioned by the sender.
Communication in organization is the process of transmitting decisions
and other information from one member or one part of an organization
to another. In fact, there cannot be organization with out
communication (p. Robbins; 1994: 242).

2.2. IMPORTANCE OF COMMUNICATION

Success in organization is dependent to a great degree up on the
ability of the manager to understand other people. Managers can
understand their employees through proper communication. Your
ability to clearly write, listen, and speak determine also your success in
life wherever and whoever you will be. Employers require their
employees to have excellent communication skills in writing, speaking,
and listening. Getting acceptance of policies, winning cooperation of
others, getting ideas and instructions clearly understood , and bringing
about desired changes in performance are also dependent up on
efficient communication in an organization.

To specifically state the importance of communication in organizations,

Endalcahew, Yasichelal and Tadiwos (2006,p. 66-67) mention for the
following points:

1. Communication facilities efficient and smooth running

of an organization: - common causes of organizational
inefficiency are related to poor communication. However,
effective communication enables an organization to secure
cooperation between persons and assures performance and
achievement of goals.
2. Communication is the basis for decision-making:-The
quality of decisions in an organization depends on the amount
and quality of information, which is effected through
communication, available to the managers. Effective
communication is also important to the proper implementation
of plans. Most plans in most organization are not implemented
in Ethiopia mainly due to poor communication.
3. It enables proper planning and coordinating: -
Misunderstanding can be removed with good communication.
communication enables an organization its long- term plans to
be achieved and its activities properly controlled.
communication brings the various parties of the organization
together (this is known as proper coordination). Whenever
there is no proper coordination in an organization, the left
hand does not know what the right hand is doing one unit or
department may not be aware of what is going on in the other
 units or departments whenever there is no coordination among
the units or departments in the organization.

4. Communication brings higher productivity at minimum

cost:- Communication is important enhance the moral
( willingness to work ) of the employees. It also helps for
proper leadership and guidance functions in effect help an
organization to increase productivity and to minimize cost
productivity is producing more and more out put with the
usage of less and less resources ( materials ,labour and
knowledge) in the organization. poor communication may
cause accidents, resources wastage, low moral and in effect
low productivity.
5. Facilitate democratic management:- Democratization is
becoming very popular in most countries of the world. This has
necessitated democratic style of leadership in most
organizations. Thus, communication enables participation of
members of the organization in many functions. It could be in
decision making, planning, controlling, and implementing.
These democrats, style of leader ship promotes the support
and understanding of superiors (bosses) and subordinates and
work towards their common objectives.

6. Communication binds people together:- It introduces the

sense of cooperation and produces the will to work very hard. It
helps to establish and disseminate goals of an organization that
brings people together for common cause.
7. Communication is the life blood of organization:- Because
organization by definition is the group of people working together to
achieve a common goal. its effectiveness requires a great deal of
interaction and without communication an organization can not
 function. People in organizations exchange information, ideas,
felling and proposals, make decisions, plans, policies, rules,
contractual agreements that all require effective communication.
8. The art of communication is extremely important for
manger:- Because he or she must achieve result through other
people in the organization. All the management tasks such as
planning, organizing, staffing, directing, motivation, controlling,
coordinating, and representing, require two communications. It
has been observed that those persons who occupy critical points
with in an organization’s communications network tend to
strengthen their positions as leaders who make decisions that
affect others.

2.3. TYPES OF COMMUNICATION IN ORGANIZATIONS

People communicate with each other in a number of ways that depend
up on the message and its context in which it is being sent. choice of
communication channel and your style of communicating also affect
communication. Therefore, there are variety types of communication.
(Stewart and Sylivia; 2006:206).

Ideas and feelings can be shared only if they are represented by

symbols. Symbols are things that stand for something else.

According to H.G Field and Robert J. House (1995,p. 250) there are two
types of communication(verbal and non verbal communication)

1. Verbal communication:- written and oral communication

media have favorable and unfavorable nature. consequently,
they are often used together so that the favorable qualities of
each can complement the other.
 2. Non- verbal communication:- we communicate in many
different ways what we say can be reinforced or contradicted by
non- verbal communication. Non- verbal communication is any
message the sender communicates without using words. This
types of communication, some times referred to as body
language, is an important part of the communication process. It
takes place through body language such as gesture, eye
conduct, facial expression, and voice in to nations as well as
physical appearance.

As said by P.Robbins(1993,p.332)communication can be

classified based on their channels, formal and informal
communication.

1. Formal communication
Formal communication follows the chain of command and is
recognized as official transfer of messages. It operates according to
the hierarchical system of the organization through channels clearly
identified by the organization.

2. Informal communication
In addition to formal channels, organizations also have informal
channel of communication. Informal communication arises from the
social relation ships that evolve in the organization and they are not
available or feasible through formal channels.

In large organizational environments, one must be skilled at sending

information up the chain of command, package it to be sent down,
interacting with peers, and of course dealing with diagonal with other
departments.
The Same author’s classified communication based on its direction as
upward, downward, lateral, and diagonal communication.

1. Upward communication
Upward communication flows to a higher level in the group or
organization. It is used to provide feedback to higher. Ups inform them
of progress toward goals and relay current problems. Upward
communication keeps managers aware of how employees feel about
their jobs, co-workers, and the organization in general. Managers also
relay on upward communication for ideas on how thing can be
improved.

3. Down ward communication

Communication that flows from one level of a group or organization to
a lowest level is down ward communication.

When we think of managers communicating with subordinates, the

down ward pattern is that we usually think of. It is used by group
leaders and managers to assign goals, provide job instructions, inform
underlines of policies and procedures, point out problems that need
attention and, offer feedback about performance.

4. Lateral communication
When communication take place among members of the same
workgroup, among members of work groups at the same level, among
managers at the same level, or among any horizontally equivalent
personnel, this all are described as lateral communications.

4. Diagonal communication
While it is probably the least used direction of communication in
organizations, diagonal communication is important institutions where
member cannot communicate effectively through other directions. For
example, the controller of a large organization may wish to conduct a
distribution cost benefit analysis. One part of that task may involve
having the sales force send a special report directly to the comptroller
rather than going through the traditional way.

2.4. FACTOR THAT AFFECT COMMUNICATION

Almost all conflicts involve communication problems, as both a cause
and an effect. Misunderstandings, resulting from poor communication,
can easily cause a conflict or make it worse. Further, once a conflict
has started, communication problems often develop because people in
conflict do not communicate with each other as frequently, as openly,
and as accurately as they do when relationship are not strained. Thus
communication is central to most conflict situations (Stewrt and Sylvia;
2006:212).

As same author said there are eight main factors that affect
communication.

1. Misinterpretation of communication
Even in ordinary circumstances, people often say things that are not
interpreted in the way the statement was intended. When people are
angry with each other, the likelihood of misinterpreting,
communication is greatly increased to the point where it is almost
inevitable.
2. Failure to understand an opponent’s perspective
People often view conflict from very different perspectives depending
up on such things as cultural background, economic position, and
religious beliefs. In order for the parties to communicate effectively,
they need to understand (through not necessarily agree with) the
perspectives of other parties to a conflict.
3. Language differences
When conflicts involve people who speak different languages (or even
different dialects), it is very easy for misunderstandings to arise even
when skilled translators are used, it is difficult for translators to
transmit complex feelings and emotions as clearly as they are
originally spoken.

4. Misinterpreted motives
Motives can be misinterpreted as easily as statements can be
misunderstood. When parties are in conflict, there is a tendency to
assume the opponent’s motives are malign, even when they are not.

5. Inaccurate and overly hostile stereotypes

Often, communication difficulties arise because people think they know
all they need to know about their opponents and that further
communication is unnecessary. Yeast images of opponents tend to be
overly hostile and exaggerated opponents are see to be more extreme
and outrageous than they really are.

6. Lack of communication channels/ avoided communication

Often disputants do not have reliable methods for communicating with
opposing parties. This may be because they do not want to
communicate or it may be because they are afraid to contact their
opponents or have no way to do so. Some times the parties will break-
off communication as a form of protest after a particular disagreeable
incident. However the lack of communication can significantly increase
the risk of future incidents.

7. Not listen actively

When some one talks, we hear. But too often we do not listen.
Listening is an active search for meaning , where as hearing is passive.
In listening two people are engaged in thinking: the sender and the
receiver.

8. Status differences
It is related to power and the organizational hierarchies pose another
barrier to communication among people at work, especially with in
manager- employee pairs. Because the employee is dependent up on
the manager as the primary link to the organization, the employee is
more likely to distort up ward communication than either horizontal or
downward communication.

2.5. FUNCTIONS OF COMMUNICATIONS

Communication serves many types of functions. Among these
functions, Stephen .P. Robbins (1996, p.377-378). Put four basic
categories:

1. Control
Communication acts to control member behavior in several ways.
Organizations have authority, hierarchies and formal guidelines that
employees are required to follow. when employees for instance, are
required to first communicate any job related grievance to their
immediate boss, to follow their job description or to comply with
company policies, communication is performing a control function. But
informal communication also controls behavior when work groups
fease or harass a member who produces too much (and makes the rest
of group look bad), they are informally communicating with, and
controlling, the member’s behavior.

2. Motivation
Communication fosters motivation by clarifying to employees what is
to be done, how well they are doing, and what can be done to improve
performance if it’s sub par. The formation of specific goals and
reinforcement of desired behavior all stimulate motivation and require
communication and also feedback as process towards the goals is the
one which stimulate motivation and require communication.

3. Emotional expression
For many employees, their group is a primary source for social
interaction. The communication that takes place with in the group is a
fundamental mechanism by which members show their frustrations
and feeling of satisfaction. Communication, there fore, provides a
release for the emotional expression of feelings and for fulfillment of
social needs.

4.Information
The other functions that communication performs relates to its role in
facilitating decision making is by transmitting the data identify and
evaluate alternatives.

In addition to the above function, communication involves on the

resolution process of conflict. Poorly navigated conflict can damage
and even destroy relationship However, by using effective
communication we can resolve conflict situation.
According to Cullinan(1996,p.327), successfully resolving conflict
involves empathy, flexibility and maturity as much as it dose effective
communication.

2.6. DEFINITION OF CONFLICT

Conflict can be defined as any situation in which incompatible goals,
attitudes, emotions or behavior to disagreement or opposition between
two or more organization members or groups. That is, conflict occurs
because people do not always agree on goals, issues, perception and
because people inevitably compete. (Robbins; 1983:445).

2.7. TYPES OF CONFLICT IN ORGANIZATION

Conflict in organization is the discord that arises when the goals,
interests or values of different individuals or groups are incompatible
and those individuals or groups black one another’s attempts to
achieve their objective ( Mary Ann and Steven L.Mc Shane;1976:407)

Not all conflict is bad. In fact, some types of conflict encourage new
solutions to problems and enhance the creativity in the organization.
Therefore, managers should stimulate functional conflict and prevent
dysfunctional conflict.

According to Debral L. Nelson (1994, p.390-391) conflict is classified in

to functional and dysfunctional.

1. Functional conflict: - is a healthy, constructive disagreement

between two or more people. A recent study of twenty
corporations revealed that few managers. Understand the ways
in which conflict can benefit an organization. Functional conflict
can produce new ideas, learning, and growth among individuals.
 When individuals engage in constructive conflict, they develop a
better awareness of them selves and others.

2. Dysfunctional conflict: is an unhealthy, destructive

disagreement between two or more people. Its danger is that it
takes the focus away from the work to be done and places the
focus on the conflict it self and the parties involved. Excessive
conflict drains energy that could be used more productively. A
key for recognizing a dysfunctional conflict is that its origin is
often emotional or behavioral. Individuals involved in
dysfunctional conflict tend to act before thinking, and they often
rely on threats, deception, and verbal abuse to communicate. In
dysfunctional conflict, the losses to both parties may exceed any
potential gain from the conflict.

Robbins (1983, p.423) classifies conflict with the following

categories:-
1. Conflict with in individual: - occurs when an individual is
uncertain about what work he or she is expected to perform,
when some demands of the work conflict with other
demands, or when the individual is expected to do more than
he or she feels capable of doing. This type of conflict often
influences how individual responds to other types of
organizational conflict.

2. Conflict among individuals: In the same organization is

frequently seen as being caused by personality differences.
More often, such conflicts erupt from role related pressures
(as between managers and subordinates) or from the
manager in which people personalize conflict between
groups.
 3. Conflict among individuals and groups: Is frequently
related to the way individuals deal with the pressures for
conformity imposed on them by their work group. An
example of this is individuals may be punished by his or her
work group for exceeding or falling behind the group’s
productivity norms.

4. Conflict among groups in the same organization: Is the

type of conflict with in which line staff and labor-
management conflicts.
5. Conflict among organizations: In the economic sphere has
been considered an inherent and desirable form of conflict in
many countries companies.
6. Conflict among individual’s indifferent organizations:
This is also the conflict that occurs between people that work
in different organizations.

2.8. THE EFFECT OF CONFLICT ON ORGANIZATION

Both functional and dysfunctional conflicts have their own effect in
organizational performance and productivity.

Regarding Debral. L. Nelson (1994,p.390)the following are effect of

functional and dysfunctional conflict.
  Functional conflict: It can produce new ideas, learning, and
growth among individuals. Functional conflict can improve
working relationships, because when two parties work through
their disagreements, they feel they have accomplished some
thing together. By releasing tension and solving problems in
working together. Moral is improved. Functional conflict can lead
to innovation and positive charge for the organization. Because it
tends to encourage creativity among individuals, this positive
form of conflict can translate into increased productivity.

 Dysfunctional conflict: Is conflict that leads to decline in

communication or the performance of a group. It can be an
overabundance of conflict or a lack of sufficient motivating
conflict.

Dysfunctional conflict with in organization is motivated by egos

of employees with competing ambitions. It often leads
to higher stress and a likelihood that employees will burn out.
Employees will also likely feel less satisfaction and less loyalty to
the organization.

2.9. CAUSE OF CONFLICT IN ORGANIZATIONS

Conflict is pervasive in organizations. To manage it effectively,
managers should understand the many sources of conflict.

According to Debral L.Nelson(1994,p.395) the source of conflict can be

classified in to two broad categories: structural factors, which stem
from the nature of the organization and the way in which work is
organized, And personal factors, which arise from differences among
individuals.

2.9.1. Structural factors

The causes of conflict related to the organization’s structure include
specialization, interdependence, common resources, goal differences,
authority relationships, status inconsistencies, jurisdictional
ambiguities, work over load and communication gap.
1. Specialization: when jobs are highly specialized, employees
become experts at certain tasks. Highly specialized jobs can lead to
conflict, because people have little awareness of the tasks that others
perform.

2. Interdependence: work that is interdependent requires

groups or individuals to depend on one another to accomplish goals.
Depending on other people to get work done is fine when the process
works smoothly. However, when there is a problem, it becomes very
easy to blame the other party, and conflict escalates.

3. Common Resources: any time multiple parties must share

resources, there is potential for conflict. This potential is enhanced
when the shared resources become scarce. One resource often shared
by managers is secretarial support. It is not uncommon for a secretary
to support ten or more managers, each of whom believes his or her
work is most important. This puts pressure on the secretaries and
leads to potential conflict in prioritizing and scheduling work.

4. Goal differences: When work groups have different goals,

these goals may be incompatible. Often these types of conflicts occur
because individuals do not have knowledge of another department’s
objectives.

5. Authority relation ships: The nature of a traditional boss-

employee relationship brings to mind a vision of a hierarchy or of a
boss who is superior to the employee. For many employees, this
relationship is not a comfortable one, because another individual has
the right to tell them what to do. Some people resent authority more
than others, and obviously others, this compounds the potential for
conflict in the relation ship. As organizations move toward team
approach and empowerment, there should be less potential for conflict
from authority relation ships.

6. Status inconsistencies: some organizations have as strong

status difference between management and non management
workers. Managers may enjoy privileges such as flexible schedules,
personal telephone calls at work, and longer lunch hours that are not
available to non management employees. This may result in
resentment and conflict.

7. Jurisdictional ambiguities: that is unclear lines of

responsibility with in an organization. When a problem occurs for which
there is no definite source of responsibility, workers tends to “Pass the
buck” or avoid dealing with the problem. Conflicts emerge over
responsibility for the problem.

8. Work over load: there are two types of work over load being
asked to do too much and being asked to do work that is too difficult .
Too much work can arise because of organizational constraint that
prevent efficiency, insufficient number of staff members to share the
load, or inequitable distribution of work, were some individuals have
heavier work loads than others. Work that is too difficult can arise
because the job is poorly designed, making it difficult for any one to
perform, or because the individual does not have the necessary skills.

9. Communication Gap: is a state occurs when what is being

said is not been communicated to the addressee properly and
completely. Actually communication gap is the biggest hurdle in
achieving the organizational goal and does not help at all in
achievement of organizational goal.

Poor communication can lead communication gap after occurring

communication. And it is one main factor that affects communication.

2.9.2. Personal factors

The causes of conflict that arise from individual differences include
skills and abilities, personalities, perceptions, values and ethics,
emotions and communication barriers.

1. Skills and abilities:- The work force is composed of

individuals with varying levels of skills and ability . Diversity in skills
and abilities may be positive for the organization, but it also holds
potential for conflict, especially when jobs are interdependent.
Experienced, competent workers can become resentful when their new
boss, fresh from college, knows a lot about managing people but is
unfamiliar with the technology with which they are working.

2. Personalities: Individuals do not leave their

personalities at the door step when they enter the work place.
Personality conflict is realities in organization. To expect that you will
like all of your co- workers may be a naive expectation, as would be
the expectation that they will all like you.
 3. Perceptions: Differences in perception can also lead to
conflict one area in which perceptions can differ is the perception of
what motivates employees. If managers and workers do not have a
shared perception of what motivates people, the reward system can
create conflicts. Managers usually provide what they think employees
want rather than what employees really want.

4. Values and ethics: Difference in valve and ethics can

be sources of disagreement. Most people have their own sets of values
and ethics. The extent to which they apply these ethics in the work
place varies. Some people have strong desires for approval from others
and will work to meet others’ ethical standards. Some people are
relatively unconcerned with approval from others and strongly apply
their own ethical standards. Still others operate seemingly with out
regard to ethics or values. When conflicts over values or ethics do
arise, heated disagreement is common because of the personal nature
of the differences.

5. Emotions: the moods of others can be as source of

conflict in the work place problems at home often spill over in to the
work arena, and the related moods can be hard for others to deal with .

6. Communication barriers: Communication barriers

such as physical separation and language can create distortions in
messages, and these can leas to conflict. Another communication
barrier is value judgment, in which a listener as signs a worth to a
message before it is received.

2.10. CONFLICT MANAGEMENT OR RESOLUTION TECHNIQUES

Conflict management skills are major predictor of managerial success.
All conflict requires skills on the part of the manger. The manager’s
task is to stimulate functional conflict and prevent or resolve
dysfunctional conflict. (Derbal. Nelson and James Campbell quick;
1994:390).

2.10.1. Stimulation techniques: At times a manager

may wish to increase the level of conflict and competition in work
situation. For example, a conflict between supervisor and his
subordinates may improve unreasonable or dysfunctional behavior.
Encouraging competition by offering bonuses, incentive pay and
citation of outstanding performance may lead to produce conflict as
group struggle to out do each other.

2.10.2. Resolution technique: when conflicts have

negative contribution the situation calls for resolution. The following
strategies are applied to resolve these conflicts.

1. Withdrawal or Avoidance : This strategy calls for a party to

withdraw or ignore the conflict situation. It is the best response when
the conflicts are trivial, potential losses from an open conflict
resolution out weigh possible gains and when there is no insufficient
time to work through the issue adequately.

2. Compromise: In the case of compromise, each party is required to

give up some thing of value in order to get another thing. Each party
moves to find a middle ground. There is no clear winner or loser, rather
there is a willingness to short the object of the conflict and accept a
solution that provides incomplete satisfaction for both parties
concerns. The main advantage of compromise is that it allows a
solution to major conflicts. It may be the best solution to conflict when
parties stand to gain, and time is short.

3. Collaboration: Is typing to find a mutually beneficial solution of

both parties through, problem solving . It promotes mutual problem
solving by both conflict parties. It is a situation where each conflicting
party desires to satisfy fully the concern of all parties. Its important
feature is information sharing so that both parties can identify common
ground and potential solution that satisfies both of them. It is specially
use full in handling conflict when members are trained in problem
solving the parties have common goals that need the cooperation of all
to be achieved and when the conflict arises from misunderstanding or
communication problem or breakdown. It is best when parties do not
have perfectly opposing interests and when they have enough trust
and openness to share information. It is usually desirable because
there is usually some opportunity for mutual win if the parties search
for creative solution.

4. Confrontation: In this strategy, the conflicting parties are forced to

verbalize their positions and disagreements. The objective is to identify
a reason to favor one solution or another and thus resolve the conflict
with skilled leadership and willingness to accept the associated stress
by all sides, a rationale solution can frequently be found.

5. Arbitration: Is a conflict resolution strategy where a neutral third

party acts as judge and issues a binding decision affecting parties in
the negotiation process. However, the authority of the arbitrator may
also vary according to the rules set by the negotiators. For instance the
arbitrator might be limited to choosing open of the last offers or
suggesting an agreement point that is non- binding or free to chose
and make any judgments he/she wishes, when opposing parties agree
to submit their case to the decision of a third party they may agree to
accept the decision of the arbitrator as final or to make it appealable.
on the other hand, arbitration can be voluntary or compulsory.

6. Negotiation: Negotiation occurs when two or more parties- either

individuals or groups- discuss specific proposal in order to find out a
mutually acceptable agreement. It is common way of setting conflicts
in business. For example, organizations use it to solve internal disputes
(between labor, and management or between units competing for
scarce resources such as money or personnel) and external conflicts
(deals with supplies or customers).

7. Mediating conflict: the mediator is a person who participates in

resolving a conflict between the two principal parties by helping them
reach a mutually acceptable agreement. It is a neutral third party that
facilitates a negotiated solution by using reasoning and persuasion,
suggesting alternatives, etc. The role of the mediator is different from
that of an arbitrator, who decides the conflict issues it self and imposes
his/her decision up on the principal parties. The success of mediation
depends on the motivation of the conflicting parties to negotiate and
resolve their conflict, the conflict intensity (mediation is effective under
moderate level of conflict) and the perception of the mediator (the
mediator must be perceived as neutral and non-coercive).

8. Punishment: Is the act of punishing that is application of an

unpleasant stimulus or penalty for the purpose of eliminating or
correcting undesirable behavior.

9. Court judgment: In common law system, the interpretation of that

law, that is to say, any question as to what the law actually is in a
particular case, are decided by the judge: in rare cases jury
nullification of the law may act to contravene or complement the
instructions or orders of the judge, or other officers of the court. A fact
finder has to decide what the facts are and apply the law.

10. Discussion: is an extended communication (often interactive)

dealing with some particular topic. It is the act of discussing or
exchanging reasons; examination by argument; debate; disputation;
agitation

3.11. Role of effective communication in resolving conflict.

Conflict can ignite from the smallest word or action and can speak
destructive responses and behaviors. Unresolved or poorly navigated
conflict can damage and even destroy relationships. Conflict does not
have to be destructive however, handled effectively, conflict can
actually contribute to stronger, deeper relationships and can help to
address on going problems and concerns. Effective communication
skills serve a key role in success fully resolving conflict, both in the
home and in the work place. Also Effective communication usually
requires a two-way flow of information rather than simply delivering
messages, work on creating a flow of message and feed back.
(Cullinan; 1996:327)

In addition, role of communication in resolving conflict is stated on

resolution techniques of conflict. Compromise, Collaboration,
confrontation, arbitration, negotiation, mediating conflict, and
discussion have no meaning with out communication. If we
communicate effectively, we can solve conflict by using conflict
resolution techniques.
CHAPTER THREE
METHODOLOGY
3.1. STUDY AREA
The study was conducted in Oromiya region, Burayu town on Burayu
municipality.

3.2. SOURCE AND TYPE OF DATA

Both primary and secondary data were used for this study. Hence,
necessary data has been gathered from the primary sources such as
non-managerial workers and top manager of Burayu municipality and
Broacher of the municipality as a source for secondary data.

3.3. METHODS OF DATA COLLECTION

In this study, both primary and secondary data collection methods
were used. Principally, self-administrated questionnaires were
proposed tool for primary data collection method. Because the time
given to conduct this study is short, the researcher used this technique
to get more data with in a short period. As an additional source of
primary data unstructured interview was held with the top manager of
Burayu municipality. And secondary data was collected through review
of the company’s documents.

3.4. SAMPLING SIZE

In order to come across manageable size of population the researcher
selected 50 employees at the sample size of 30% from total population
of 166 employees in Burayu municipality. Additionally, the researcher
also included one subject, who is the top manager from the top officials
of the organization for interview purpose.
3.5. SAMPLING TECHIQUE
For the accessible primary data source, two types of sampling
technique were employed. These are stratified sampling technique and
purposeful sampling technique. Stratified sampling technique was use
to gather data from the employees working in the municipality and
purposeful sampling technique was used to gather information from
the top manager of the municipality.

The stratified sampling technique was used for the reason that the
student researcher wanted to give equal chance for all departments of
employees who had different responses. and the purpose full sampling
technique was used to select the manager who can give more relevant
and general information about municipality overview and role of
communication in conflict resolution process in Burayu municipality.

3.6. DATA PROCESSING AND ANALYSIS

After the data is being collecting, data were processed on the activity,
which involves editing, coding, and classifying data to make it suitable
for further analysis. Descriptive analysis was employed to examine the
findings of the study. Since it refers to procedures for organizing,
summarizing, and describing quantitative data about the samples of
the study.

3.7. DATA PRESENTATION AND INTERPRETATION

After the data were processed and analyzed well, it were presented by
using tables, charts, and graphs with their figures and interpreted in a
convenient manner accordingly.
CHAPTER FOUR

DATA PRESENTATION, ANALYSIS, AND

INTERPRETATION

INTRODUCTION

As it was explained in the methodology section, the information

mentioned here was gathered by distributing 50 questionnaires to
the employees of Burayu municipality. Among these questionnaire
two were not returned and three did not provide inconsistence
information and the remaining 45 were used for analysis and
interpretation of data here after.

The analysis and justifications of the findings from the information

were approached by summarizing the relevant question and
respective responses for a topic on an issue and then further
analyzed sequentially. In addition to questionnaire the interview
responses from the administrative body of the municipality were
also analyzed. Pie chart, graph, and tables were used to present
interpreted data by using descriptive analysis method.

4.1. Personal Information of the respondents

The personal information includes data about sex, age, educational
status, and working experience of the respondents that was used to
appropriately know the respondents’ characteristics and
background information before going to the basic parts of the study.
Figure 1: Sex distribution of respondents

(35.6%)16
Male
Female
(64.4%) 29

Source: Filled questionnaire , primary data.

As indicated on the above figure, among the total 45 respondents,

29 (64.4%) were male and the remaining 16(35.6%) were female.
This shows that the participation of female was less than males in
over all activities of organization and in communication process.

Figure 2: Age Distribution of respondents

 Source: filled questionnaire, primary data.

According to the above figure the range age out of the total
respondents, 23(51.1%) of them were between 18-30 years age,
12(26.67%) of them were 30-40 years age and the remaining
10(22.22%) of respondents were between 40-50 age group. As we
observed from the finding, the largest proportion of the study
population lied between age group of 18-40.

Table 1: Information regarding educational status and work

Experience of respondents.
No Items Respondents
No % (percent)
1 Educational status
 Less than 12 0 0
 12 completed 10 22.22
 Diploma 21 46.67
 Degree 14 31.1
 Above degree 0 0
Total 45 100
2 Work experience
 Less than 5 years 14 31.11
 5-15 years 21 46.67
 16-30 years 10 22.22
 Above 30 years 0 0
Total 45 100

Source questionnaire gathered primary data.

Item 1, of the above table shows that out of the total respondents (45),
21 (46.67%) of them were diploma holders, 14(31.11%) of the
respondents were degree holders and the remaining 10 (22.22%) of
the respondents were 12 completed. This implies that 35(77.77%) of
the respondents were hold as a minimum of diploma. This may good
educational status to resolve conflict.

Item 2 of the above table indicates that 21(46.67%) of the respondents

had between 5-10 years of work experience, 14(31.11%) of the
respondents had less than 5 years experience of work and the
remaining 10(22.22%) of them had between 16-30 years work
experience. From this we can generalize that most of employees
31(68.89%) had at least 5 years experience. As a result they can
resolve conflict by effective communication for the reason that they
may know the working environment of their organization. But the
remaining 46.67% had there own impact on not resolution of conflict.

4.2. General Information

This includes information gathered from employees of Burayu
municipality regarding the basic questions of the study.
1.2.1. Conflict conditions and reasons for conflict
Conflict occurs because people do not always agree on goals, issues,
perception and so on. And also, conflict is pervasive in organizations.
To manage it effectively, managers should understand the many
source of conflict (Debral; 1994:392).

Table 2: Conflict conditions and reasons behind conflict.

No Items Respondents
No % (percent)
1 Existence of conflict with in
organization
 Yes 31 68.89
 No 14 31.11
Total 45 100
2 Reasons for conflict
 Work over load 11 35.48
 Lack of information 6 19.35
 Communication gap to 11 35.48
resolve conflict
 Any other 3 9.67
Total 31 100

Source: questionnaire gathered, primary data

Regarding the information in the above table of item one 31 (68.89%)

of the respondents replied that they faced conflict with the employees
of their or/and other department. In addition, the remaining 14
(31.11%) of the respondents responded that they did not face any
conflict. This shows that the largest part of employees face conflict.
The above information indicates that there were a conflict with in
organization.

As item 2, of the above table shows 11(35.48%) of the respondents

responded the reasons why they were conflicting was due to work over
load form their superiors, similarly, 11(35.48%) of the respondents
replied that they faced conflict because of communication gap in
resolving conflict and 6(19.35%) of respondents responded lack of
information was the main reason for conflict. There was also another
reason for the conflict given by respondent such as responsibility of
one or more persons for the same job, lack or awareness about his or
her responsibility. This indicates that even if there were a various
source of conflict, work over load and communication gap to resolve
conflict were the major reasons for conflict among employees of the
organization.

In addition to employee’s response, the information from manager by

interview shows that the management faces different conflicts from
the employees. These are on the question of salary increment and
decreasing work over load, dual responsibility given by management,
timeliness of important materials for the activities delegated and so
on.

4.2.2. Conditions of conflict avoidance and resolution

techniques of conflict .
To avoid dysfunctional conflict and stimulated functional conflict,
management is advice to have conflict management skills and they
can use stimulation and resolution technique

Table 3: Condition of conflict avoidance and techniques of

conflict
avoidance.
No Items Respondents
No % (percent)
1 Employee’s attitude towards
the avoidance of conflict
situation 43 95.56
 Yes 2 4.44
 No
Total 45 100
2 Employees attitude on
techniques used to resolve
 conflict 31 72.09
 Discussions 3 6.98
 Arbitration 5 11.63
 Punishment 1 2.33
 Court judgment 3 6.98
 Compromise 0 0
 Other
Total 43 100
Source: Filled questionnaire, primary data.

According to the information observed on the above table, item one,

43 (95.56%) of the respondents believed that conflict occurring
between or among employees in an organization were avoided and
2(4.44%) of the respondents were believed that the conflict could not
avoided. This implies that nearly all employees think on the avoidance
of conflict with in their organization. There fore the manager may not
face obstacle to wards employees attitude on conflict resolution
through effective communication.

Item 2, of the above table, shows that 31(72.09%) of the respondents

believed the conflict can avoid through discussion, 5( 11.63%) of the
respondents responded that conflict can be avoided through punishing
the conflicting parties, on other hand 3( 6.98%) of the respondents
replied that conflict can avoid through arbitration, similarly 3(6.98%)
of the respondents responded that they can avoid conflict that occur
between employees by putting the conflicting parties to he middle
point, this is also called compromising the two parties and the
remaining 1(2.33%) of the respondents responded that the conflict is
avoided by going to court. This shows that the employees of
municipality gave more value to discussion for resolving conflict.
In addition to the above response of employees, the manager answer
shows that management tried to solve the conflicts that occur among
employees as it can possible peace fully. It was based on the rules and
regulations of the government. This implies that even if the
management thinks that conflict between employees’ decreases or
reduces the over all service given by the organization, the emphasis
they gave to communication in resolving conflict is very little.

4.2.3. Conditions of discussion about the conflict

situation
Discussion is appears after communication. Effective communication
can lead to resolve conflict
Table 4: Conditions of discussion about the conflict situation
No Items Respondents
No % (percent)
1 Existence of discussion concerning
conflict
 Yes 13 28.89
 No 32 71.11
Total 45 100
2 Time interval of discussion with in
organization concerning conflict
 Once a month 8 61.54
 Twice a month 3 23.08
 Once a year 2 15.38
 Other 0 0
Total 13 100
3 The reason for non existence of
discussion on conflict resolution
 Because it is almost useless 7 21.88
 Because there is no enough time 6 18.75
 Because he management do not
 give attention or emphasis 19 59.38
 Others
0 0
Total 32 100
Source: questionnaire gathered, primary data

As indicated in the above table, item one, from the total 45

respondents, 32(71.11%) of the respondents responded that there was
no any discussion concerning the conflict that occurs in their
organization and the remaining 13(28.89%) of the respondents replied
that there was discussion particulates to conflict resolution. The
information shows that although there was a little discussion in
organization, most of employees agreed on non-existence of discussion
concerning conflict with in organization. This shows that the
management and employees do not gave enough attention on
discussion about conflict situation.

Regarding the information in the above table item 2, 8 (61.54%) of the

respondents responded that there was discussion about conflict once
in amonth,3(23.08%) of the respondents replied that there was
discussion twice a month and the remaining 2(15.38%) of the
respondents responded that there was discussion about conflict
conditions once in a year. This shows that from the respondents who
agreed on the existence of discussion, discussion were at least once in
month in the municipality.

Item 3 of table 4 indicates that 19(59.38%) of the respondents replied

there was no discussion regarding conflict because of the
management’s less attention, 7(21.88%) of the respondents
responded that the reason for no conflict discussion was that it had no
any use and no contribution to the organization. And the remaining
6(18.75%) of the respondent responded that they had no enough time
to deal with such things. This shows that the management were not
giving enough attention to the consequence of conflict to the
organizational effectiveness.

4.2.4. Managers and employees relation ship

conditions
Management can have communication with subordinates on the
purpose to assign goals, provide job instructions inform underlining
feed back about performance. This type of relationship between
managers and employee is down ward communication on the other
hand subordinate can communicate with their managers to provide
feed back, to prepare performance reports etc and this type of
communication between two parties is called upward communication

Table 5: Managers and employees relationship conditions

No Items Respondents
No % (percent)
1 Response of management to
employees’ grievances or complaints
 High 10 22.22
 Medium 16 35.56
 Low 19 42.22
Total 45 100
Source: questionnaire gathered primary data.

Information regarding the above table indicates that 19(42.22%) of the

respondents replied that grievances of employees was answered
slowly or such service is low from the management, 16(35.56%) of
respondents responded that the condition of employees grievances
was answered in medium level and the remaining 10(22.22%) of the
respondents stated that management highly response the employees
complaint. This indicates that even if there were some level of a
management response for employees’ grievances or complaint, the
majority (77.78%) of employees answer shows there were a problem
on the response of management.

From the result of interview with top manager of municipality,

communication between the management and employees is relatively
medium. The management communicate with employees at different
issues such issues as to introduce and communicate on anew
government polices, to set annual budget of the municipality and its
workers, to appoint employees some specific jobs, and communicate
when some employees give their compliment for the management.

We can conclude from mass of employees and the manager of the

municipality that there was a problem on the response of
management.

4.2.5. Conditions of communication in the

organization
Communication in an organization Is the process of transmitting
decisions and other information from one member or one part of an
organization to other. In fact, there can be no organization with out
communication (Stephen .P. Robbins; 1994:242).
Table 6: Conditions of communication in the organization
No Items Respondents
No % (percent)
1 Employee’s attitude towards the
role of communication to resolve
conflict with in their organization
  Yes 41 91.11
 No 4 8.89
Total 45 100
2 Function of communication with in
organization
 Sufficient 29 64.44
 Not sufficient 16 35.56
Total 45 100
3 The reason for not sufficient
function of communication with in
organization
 Lack of attention 9 56.25
 Difference in attitude for 2 12.5
communication
 Lack of awareness regarding
communication use 5 31.25
 Other 0 0
Total 16 100
4 The level of communication role in
resolving conflict in the company
 High 8 27.59
 Medium 13 44.83
 Low 8 27.59
Total 29 100
Source: Filled questionnaire, primary data.

Item 1 of table above, shows that 41(91.11%) of the respondents

responded that they think communication plays a role in resolving
conflict that occurred between employees in an organization and the
remaining 4(8.89%) of the respondents replied that communication
does not play any role in conflict resolution process. Therefore, this
implies that nearly all employees believe communication role in
resolving conflict is a good awareness by employees of the company
regarding communication use in resolving conflict in the municipality.

As indicated information above of table 6, item 2 shows that, 29

(64.44%) of the respondents responded that communication in their
organization was sufficient and the remaining 16(35.25%) of the
respondent responded that the communication process in their
organization was not sufficient. This shows that there is relatively
sufficient communication as the majority respondents answer.

Item 3, of table above shows that 9(56.25%) of the respondents replied

that the reason behind poor (not sufficient) communication between
employees was lack of attention from management and employees,
5(31.25%) of the respondents responded that the reasons regarding
not sufficient communication among employees was lack of awareness
about its use and the remaining 2(12.5%) of the respondents replied
that because of the attitudinal differences of employees on the
communication. Therefore, we can generalize from this there were
various reasons behind poor communication of employees of Burayu
municipality and from those reasons lack of attention and lack of
awareness regarding communication use were the major for not
sufficient communication of employees in Burayu manucipality.

According to Item 4 of table 6, 13(44.83%) of the respondents

responded that the role of communication in resolving conflict is
medium. Comparatively, 8(27.59%) of the respondents responded that
the role of communication on resolving conflict was low and the
remaining 8(27.59%) of the respondent responded that communication
had high role in resolving conflict. From this, we can conclude that,
even if there were relatively sufficient communication in organization,
the role of communication in resolving conflict was not as such high
regarding the majority (72.42%) of respondent response.

4.2.6. Communication role and its constraints

Success in organization is dependent to a great degree up on the
ability of the manager to understand other people. Managers can
understand their employees through proper communication
(Endalachew, Yasichelal and Tadiwos; 2006:66).

Almost all conflicts involve communication problems, as both a cause

and an effect. Misunderstanding, resulting from poor communication
can easily cause a conflict or make it worse (Stewart and Sylvia;
2006:212)

Table 7: Communication role and its constraints

No Items Respondents
No % (percent)
1 Employee’s relation ship in their day
today activities of organization
 Superiors 22 48.89
 Co- workers 14 31.11
 subordinates 9 20
Total 45 100
2 Employees give more value towards
communication role for:-
 Resolving conflicts 8 17.78
  Giving command 2 4.44
 Discussion 6 13.33
 Accomplishment of ordered 29 64.44
work 0 0
 Others
Total 45 100
3 Factors that affect communication not
to achieve its goal ( resolving conflict)
 Cultural difference 3 6.67
 Language difference 2 4.44
 Aggressiveness( emotionalit 8 17.78
y) 30 66.67
 Difference in attitude
towards communication 2 4.44
 Others
Total 45 100
Source: questionnaire gathered, primary data

As shown in the above table item1, 22 (48.89%) of the respondents

responded that they have high relationship with their supervisors,
14(31.11%) of the respondents replied that they had high relationship
with their co- workers and the remaining 9(20%) of the respondents
responded that their relationship was with their subordinates. This
shows that almost half of employees were highly interact with there
superiors in their day-to-day activity. There fore they may face conflict
with their superiors.

From the information, item 2 of the above table, 29(64.44%) of

respondents responded that they were gave more value for
accomplishing ordered work, 8(17.78%) of the respondents responded
that they were gave more value to communication roles of resolving
conflict,6(13.33%) of the respondent replied that they were gave more
value to communication for discussing and the remaining 2(4.44%) of
the respondents responded that they were gave more value for
communication to give command or order. This implies that followed
by their primarily activity of accomplish order work; the respondents
respond more on resolving conflict. Therefore, conflict were a problem
for the organization.

Item 3, of above table shows that 30 (66.67%) of the respondents

responded that attitude difference on communication is the most
constraint for communication not to achieve its objectives, 8(17.78%)
of the respondents replied that aggressiveness was among the
constraints to communication 3(6.67%) of the respondents replied that
cultural difference was a constraint to communication and the
remaining 2(4.44%) of respondents responded that language
difference was the greatest constraint to communication. In addition,
2(4.44%) of respondents responded that the shortage employees and
the multiple of one employee is a constraint for not to achieve
communication goal (resolving conflict). This indicates that even if
there were various constraints of communication to achieve its goal
(resolving conflict); the majority employees put attitudinal difference to
wards communication as a major constraint.
CHAPTER FIVE
5. Summary of findings, conclusion and recommendation

In this chapter, the researcher tried to summarize and draw a

conclusion about the out come of the study, and give some
recommendation, which could be important for the company’s future
communication role in resolving conflict.
5.1. Summary of findings
Based on the result of the study, summary of findings were presented
as follows:-
 From the total study population, 29 (64.4%) respondents of
Burayu municipality were male while only 16(35.6%) were
females.
 As we observed from the finding (figure 2), the largest 35
(77.77%) proportion of the study population lied between age
group of 18-40.
 Item one of table 1 shows that out of the total respondents (45),
35 (77.77%) hold as minimum of diploma.
 Item 2 of table 1 indicates that most of employees 31(68.89%)
had at least 5 years work experience.
 Regarding the information in table 2, the largest part 31(68.89%)
of employees face conflict with in employees of their department
and /or other department.
 22(71.06%) of respondents were put work over load and
communication gap to resolve conflict were the major reasons
for conflict among employees of the organization.
 From the management side the reason for conflict between
management and employees were about various questions such
as salary increment, decreasing work over load and timeliness of
important materials for the activities delegated.
49
 According to the information observed on the table 3, nearly all
43(95.56%) of employees were think that conflicts within their
organization can be resolved.
 Item 2 of table 3 implies that the majority 31(71.09%) of
respondents gives more value to discussion for resolving conflict
while managers tried to resolve conflict based on the rules and
regulations of the government.
 As indicated in table 4 shows that most 32(71.11%) of
employees agreed on non existence of discussion concerning
conflict within organization.
 Regarding the information in table 4 of item 2 the majority of
respondents 8(61.54%) agreed on the existence of discussion at
least once in a month.
 Item 3 of table 4 indicates that the majority 19(59.38%) of the
respondent replied that there was no discussion regarding
conflict because of the management’s less attention to the
consequence of conflict to the organizational effectiveness.
 Information regarding the table 5 indicates that the majority
(77.78%) response of respondents, response of management for
employees’ grievance or complaint had a problem.
 From the result of interview with top manager of municipality,
communication between the management and employees is
relatively medium.
 Item one of table 6, shows that almost all 41(91.11%) of the
respondents responded that they in communication role in
resolving conflict.
 As indicated information on table 6, item 2 shows that the
majority 29(64.44%) of the respondents responded that
communication in their organization was sufficient.
 Item 3, of table 6 indicates that more than half 9(56.25%) of the
respondents reason behind not sufficient communication
between employees was lack of attention from management and
employees.
 According to Item 4 of table6, the role of communication in
resolving conflict was not as such high regarding the majority
(72.42%) of the respondents’ response.
 As shown in table 7, item 1 shows that almost half 22(48.89%)of
employees were highly interact with there superiors in their day-
to-day activity.
  From the information, item two of table 7, implies that followed
by employees primarily activity of accomplish ordered work, the
response of 8(17.78%) respondents were on to resolve conflict.
 Item3, of table 7 shows that the majority30(66.67%)of
employees put attitudinal difference towards communication as
a major constraint to communicate effectively.

5.2. Conclusion

Based on the analysis of the workers of municipality conflict condition,

communication and application of communication with conflict ,the
following important conclusion can be drawn.

 The largest part of employees faces conflict with other

employees of their organization with the major reasons of work
over load and communication gap to resolve conflict. This implies
 that there were conflict and the sources of conflict were from
structural factors.
 Employees think on the avoidance of conflict with in their
organization and they gave more value for discussion from the
resolution technique of communication. There fore, If the
manager communicates employees effectively, he may not face
obstacle/problem towards employees’ attitude on conflict
resolution.

 Majority employees agree on non-existence of discussion and

they put a major reason for this was management less attention.
This indicates that the management was not give attention for
the consequence of conflict to the organizational effectiveness.

 Less response of manager to employees grievances or complaint

had a problem as a majority of respondent response and also
from manager answer by interview. Therefore, we can say that
management was not given enough value on employees’
grievances or complaint.
 Majority of employees believed that communication plays role in
resolving conflict. This shows that there was a good awareness of
52
 employees regarding communication use in resolving conflict in
the municipality.

 As the response of majority respondents, communication in their

organization was sufficient. On other hand, from the large
number of respondents answer, the communication role in
resolving conflict was less. This shows that even if these were
 relatively sufficient communication in organization,
communication role in resolving conflict is not as such high.

 As shown in the study, almost half of employees were highly

interact with their supervisors in their day-to-day activity;
therefore, they may face conflict with their superiors.

 Employees gave more value for resolving conflict from conflict

roles followed by their primarily activity, accomplish ordered
work this shows that there were conflict in organization.

 Difference in attitude towards communication were the major

factor that affect communication role to not achieve its
goals(resolving conflict) this shows that there were pessimistic
employees with in the municipality.

5.3. Recommendations

Communication is essential to the employees of a given

organization. Especially for managers to coordinate the human and
non human resources of an organization, they require ability to
 communicate effectively. To coordinate these human resources
they should avoid conflict that occurs between employees or
between them and employees. To avoid these problems
communication is vital

Based on the findings obtained and the conclusion drawn, in

addressing the problems identified the researcher forwarded the
following recommendations as a possible solution to be considered
by respected body.

 The majority of employees face conflict because of different

factors that lead to a decline in communication process. So
the manager is advised to manage it effectively.
To manage conflict effectively Management should:-
1. understand the source of conflict whether it is structural or
personal factors.
2. Use conflict resolution technique such as:
Compromise if there is no clear winner and loser and if
conflict takes much time.
Collaboration if the conflicting members are trained in
problem solving and if they have common goal.
Arbitration if the conflicting parties are volunteers to accept
arbitrator decision.
Punishment if there should be penalty for the purpose of
eliminating or correcting undesirable behavior.

 Nearly all employees believed that conflict can be avoided

through discussion and for this, communication plays role.
There fore the management is advised to use the positive
attitude of employees to communicate effectively on conflict
 resolution process that is important for positive change of
organization.

 The less attention from management is the major reasons for

non-existence of discussion that may leads to conflict.
Therefore, the management is advised to give enough
attention to discussion and make effective communication.

 The response of management for employees’ grievances is

not appropriate to solve conflict. As a result, management is
advised to give enough attention for employees’ criticism and
accept employees’ comments and criticism towards
organizational activities by implementing effective
communication since employees feel less satisfied and lose a
sense of belongingness to their organization.

 Communication with in organization was sufficient. so the

management is advised to encourage this sufficient
communication in to more effective, that result to
organizational productivity.

 Role of communication in resolving conflict was less in the

municipality that may decline the quality of service. For that
reasons management is advice to use effective
communication, that is the corner stone of strong and healthy
relation ship.

 Difference in attitude of employees to wards communication

was the major factor that affect communication role not to
achieve its goals (resolving conflict). Thus, the management
 advised to encourage the employees attitude on positive
thinking of communication in conflict resolution by discussion.

BIBLIOGRAPHY
1. Derbal L.Nelson and James Capbell Quick,
(1994),Organizational
Behaviour,2nd edUSA,West publishing company.
 2. Endalchacew Kassa,Yaschelal Shitaye and Tadiwose
Neway,(2006),Genral business student text grade 12
revised
Edition,Ethiopia,Kuraz international publisher.
3. I.Von Ginow, Mary Ann Young and Stephen L.MC.Shane,(1976),
Organizational behaviour,1st ed,Canada,Canadian
cataloguing Publisher.
4. Mary Cllinan,(1998),Business communication,2nd ed, Harcourt
Brace college publisher.
5. Ronald.B.Adler,(1989),Business communication,2nd ed,USA,
Ronald house Inc.
6. S.Anware Reshid and Maurice Archer,(1983),Organizational
Behaviour,2nd ed, Canadia,Canadian cataloguing publisher.
7. Stephen P.Robbines,(1996)Organizational Behavior, 7th
ed,USA,
Prentice Hall Inc.
8. Stephen P.Robbines,(1994),Business communication,3rd ed,
Business communication, Canada, Canadian catalouging
Publisher.
9. Stewart and Sylivia,(2006),Communication with in
organization,
4th ed ,USA,prentice Hall Inc.
10. Tom D.Daniels and Barry K.Spiker,(1994)Perspective on
Organizational behavior,WCB,Brown and Bench Mark
Publishers.
 APPENDIX
JIMMA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS
DEPARTMENT OF BUSINESS ADMINISTRATION AND
INFORAMTION SYSTEM

QUESTIONNAIRE TO BE FILLED BY TEH EMPLOYEES OF BURAYU

MUNICIPALITY

A research questionnaire prepared for educational purpose that the

objective of the research is only to know to what extent
communication is applied in Burayu municipality .I request you to help
me in answering the following questions. Trust that the data you give
me is strictly confidential.

N.B
No need of writing name
Please , Put “X” Mark for the correct answer inside the box.

1. Sex

Male □ Female □
2. Age

18-25 □ 26-30□ 31-41□ 41-50□ Above 50 □

3. Qualification

Less than 12□ 12 completed □ Diploma □

First degree □ Above degree □
4. work experience

Less than 5 years □ 5-10 years □ 11-15 years □

16-30 years □ 31 and above □
5. Did you face a conflict with workers of your department and/ or
other department?

Yes □ No □
6. If your answer for question number (5) is “ Yes”, what were the
reason for conflict?

Work over load □ communication gap to resolve conflict □

Lack of information□ other ________________

7. Do you think that the conflict between/ among employees of an

organization is avoidable?

Yes □ No □
8. If your answer for question number (7) is “Yes” by what
techniques?

Discussion □ punishment □ Compromise□ Arbitration□

Court judgment □ Other_________

9. Is there any discussion in your organization concerning conflict?

Yes □ No □
10. If your answer for question number (9) is “Yes”, how many
times?

Once a month □ Once a year □ twice a month □

Other________
11. If your answer for question Number (9)is “No”, what is / are
the reason?

Because it is almost use less □

Because the management do not give □
Because there is no enough time □
Attention or emphasis □ Others ____________

12. How do you see the level of employees’ grievances or

complaint answered by management ?

High □ medium □ Low □

13. Do you think that communication plays a key role in
resolving conflict that occur between employees in as
organization?

Yes □ No □
14. How do you see the communication that takes place in
your organization?

Sufficient □ not sufficient □

15. If your answer for question number (14) is ‘Not sufficient”
what is / are the reasons?

Lack of attention□ lack of awareness regarding

communication use□ Difference in attitude for communication

□ Others______________

16. If your answer for question Number (14) is “ sufficient”

what is the level of communication role in resolving conflict?
 High □ medium □ Low □

17. with whom do you have high relationship in your day to

day activities in your organization?

Superiors □ co- workers □ subordinates □

18. Among the following communication roles, to which do
you give more value?

Resolve conflict □ Discussion □

Giving command □ accomplishment of ordered work □

Others________

19. What constraint do you think put communication not to

achieve the desired objectives ( resolving conflict) ?

Cultural difference □difference in attitude towards

communication□

Language difference □ others _________