ROLE CONFLICT

ROLEA set of expected behavior patterns attributed to someone

occupying a given position in a social unit.

We are required to play a diverse roles both on and off our jobs.

Our behavior varies with the role we are playing

Confronted to divergent role expectations?

RESULT = ROLE CONFLICT.

Stress.

Maggie Beckhard Case Switched to Ohio Provident Insurance from Procter & Gamble.

Supervises 20 telephone service employees.

Employees have to serve two masters – management and customers.

Expectation of customers is different from expectation of management.

Role conflict leading to reduced job satisfaction ,increased turnover and absenteeism.

Maggie’s conclusion

ROLE CONFLICT

"Inconsistencies in the expectations associated with a person’s roles are called role conflict”

Cont..Role conflict also occur in an organization.

It tends to cause friction & frustration.

It generally have a negative effect on group dynamics.

Types of Role Conflict• Conflict between the person & role

• Intra role conflict

• Inter role conflict

Source of Role ConflictRole Conflicts occurs in 2 factor in this case

• Customer end• Management end

Customer end

• Undivided attention & Spend as much as time to solve queries• Give reliable, courteous & responsive service • Customers that provide our paychecks

Management EndHandle as many calls as possible per dayKeep each calls as short as possible“Customer are the King”

Organization at LossReduced job satisfaction

Increased turnover & absenteeism

Poor customer service

In Short Run:

More calls received

More customer drawn

Faster revenue generation

In Long Run: Drop in representative performance

Customer dissatisfaction

Company losing customer

Drop in revenue generation

Lagging in market

Company losing goodwill

Comparison Across IndustryReason of conflict for customer representatives.

Less customer satisfaction

Expectation from customer not falling in line with that of management’s.

Contradictory situation

Cont..The case of IT industry

Target deadline creating certain amount of stress.

Lesser individual assessment in case of IT.

Introduction of Training on the following:-

Better Communication Skills. Time Management. Problem Identification. People Skills.

Managing Role Conflict

Conti…Continuous feedback from

customer to management and vice versa.

Partially satisfying both the sides.

Conti….Positive change in the working environment.

Conti…Motivating the employees for better input.

Battle Between Bellwethers

Eric Schmidt in Role Conflict

Representing Apple shareholders

Being at the helm of R&D in Google

Choosing one role over the other

Case In NutshellMaggie taking charge at OPI.

Observing the dilemma the employees are in.

Foreseeing its implications on the organization

Trying to come out with a solution

ConclusionRole conflict evident in all organizations

May be useful in short run but fatal consequences in long run

Address and prosper

THANK YOU

Any queries?