Bank Simpanan Nasional

CHAPTER 1

INTRODUCTION

1. INTRODUCTION

This chapter is discussed on background of study, problem statements, research questions, research objective, scope and rational of study, significance of study, theoretical framework and communication theory that related to this study.

1.1 BACKGROUND OF STUDY

Bank Simpanan Nasional (BSN) was established on 1974. In 2014, BSN has been celebrated its 40 years of excellence banking in Malaysia. BSN was focusing on the community bank and it’s targeted on the various types of customers. In order to achieve the excellence of organization, each of them has to be efficient in facing the conflict and resolve conflict with the right way. This is because everyone has to communicate to interact with others.

Leaders need to understand and able to apply various conflict management style in order to make the conflict resolution is effective. This is because conflict is inevitable from the employee. Every organization must adapt on the conflict. Therefore, manager and subordinates must create strong bonding to form a relationship goal between the employer and employee in workplace.

According to Kartono (1998), the word conflicts are derived from the Latin word configure, conflictum which means clashing. The meaning of this word refers to all phases of collision, incompatibility, incongruity, fights, opposition and antagonistic interactions. Besides, according to Lim Hin Juan (2005), conflict can be defined as a natural competition between two or more individuals or between several departments. Difference of opinion is usually happens when two or more people communicate. Divergence of opinion is also occurs when misinterpreting one’s word or values from the other person.

In addition, conflicts can be defined as an expressed struggle between at least two interdependent parties who perceive incompatible goals, scarce resources, and interference from others in achieving their goals (William.W, 2011). This definition was supported by Moore (1996), he said that the conflict are ranging from avoidance to violence.

Apart from that, conflict happens at all levels of life, historic period, race, level of organization, position and so on. Nevertheless, without including all the stage that exposed to conflict, conflict resolution should pass on the satisfactory results to the parties. It is important for the relationship between conflicting parties (Lim Huan Jiang, 2012). Everyone that cannot deal with conflict constructively can break down the interpersonal relationship. Workplace conflict may result in absenteeism and affect employee commitment.

Conflict is differing views of an individual or group in the organization so owning difference of behavioral in reaching goal. Granting to the traditional opinion, conflicts have to avoid, but the modern view assumes conflict is dynamic of organizations.

According to Raffel (2008), conflict caused of many different reason, so they must have their strategies to solve the problem. Their strategies are with forcing, avoiding, compromising, collaborating and smoothing but depend on the situation that faced by the organization. Conflict have to immediately overcome because will influence employee motivation. Uncomfortable and anxious in working can decrease motivation employees. However, not all employees look into the conflict as fearful something that but exactly as spirit of working.

Meanwhile organizational conflict is defined as a discrepancy between the two or more members or groups of organizations that catch up due to the fact that they have to share resources limited or work activities, or because they have a different status, purpose, value, or perception (Handoko, 1997).Being along the occurrence, conflict, Owens (1991) states that the dispute can occur because of the differences of opinion, desire, perceptions, values, and goals between individuals, people and groups, groups with the group.

Today, employees have strong views towards the conflict in organization. They will use avoiding style of conflict resolution. This is because the employee may always follow their desire if they are not interested on working anymore and always face the conflict in work place. The employee may use absenteeism and this may affect the organization performance (Oluseyi, 2011).

In this research, the researcher may see and concentrate on how the male and female manager may adapt the difference of beliefs. Maybe they cause the differences in order to resolve the conflict because of the different gender style. Based on the research from Monroe et al (1991), he said that gender are not giving too much of influences in the workplace. This is because gender actually is not affected towards the conflict resolution style in the office but the other researchers named as Leah (2005) are argued on this study and she found that gender have some correlation to conflict resolution effectiveness. Gender in opposite sex and same sex will interacted to each others in managing subordinate conflicts.

There are several views on gender that may be because of two factors; first conflict resolution schemes are not mutually exclusive, that is individuals may employ several approaches in resolving conflicts and these approaches are used in diverse contexts such as professional or personal relationships (Borisoff and Victor, 1998). Based on Borisoff and Victor (1998), men are tend to be the dominant in office, very forceful when work and adventurous. Otherwise, for the female, they are supposed to be emotional, dependent with a men, nurturing, assertive and also cooperative. This statement was supported because of the nature human being to be as man and woman. But in this research, the researchers may be refused of the statement because of changing of environment especially in work place.

Based on the research from Esin and Ayhan (2011), there are the differences in conflict resolution style between the male and female. Male is tending to compete with the same gender in their workplace. Otherwise, they are always in avoiding style toward the opposite sex. When compare with females, males are more accommodating towards both same sex and opposite sex peers. This is the result from the other researchers.

This survey was planned to draw on our knowledge of the way conflicts styles vary by organization and gender. Basically, conflicts is a situation when two or more parties are in disagreement. Communication with the right manner is the most important thing to bring the working environment so peaceful without any conflict.