PEOPLE AND ORGANZATIONS

GROUP SIX –ZULFADLI, LINA, SYAFIQAH

REPORT 5 – ROLE CONFLICT

1. What’s the source of role conflict here?

Maggie’s employees experienced opposing role expectations.

They believed:

Customers wanted their undivided attention and limitless time to solve

problems

Managers wanted high caller turnover and as many calls handled as possible

Maggie believes that role conflict leads to these problems because operators can never

satisfy both constituencies.

2. Should role conflict among these telephone service employees be any greater than a typical

employee who works as part of a team and has to meet the expectations of a boss as well as

team members?

• On one hand, a member of peer team may experience greater conflict.

• Due to satisfying both management and team members over the long run

• This can create difficult decisions.

• On the other, these operators’ internal conflict cannot be eliminated without creating

better service for customers.

• Inferior service leads them to :

Increased Turnover and Absenteeism

Lower Job Satisfaction

Increased Turnover Costs