OB
Transcript of OB
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ROLE CONFLICT
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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
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Confronted to divergent role expectations?
RESULT = ROLE CONFLICT.
Stress.
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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.
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Role conflict leading to reduced job satisfaction ,increased turnover and absenteeism.
Maggie’s conclusion
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ROLE CONFLICT
"Inconsistencies in the expectations associated with a person’s roles are called role conflict”
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Cont..Role conflict also occur in an organization.
It tends to cause friction & frustration.
It generally have a negative effect on group dynamics.
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Types of Role Conflict• Conflict between the person & role
• Intra role conflict
• Inter role conflict
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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
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Management EndHandle as many calls as possible per dayKeep each calls as short as possible“Customer are the King”
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Organization at LossReduced job satisfaction
Increased turnover & absenteeism
Poor customer service
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In Short Run:
More calls received
More customer drawn
Faster revenue generation
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In Long Run: Drop in representative performance
Customer dissatisfaction
Company losing customer
Drop in revenue generation
Lagging in market
Company losing goodwill
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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
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Cont..The case of IT industry
Target deadline creating certain amount of stress.
Lesser individual assessment in case of IT.
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Introduction of Training on the following:-
Better Communication Skills. Time Management. Problem Identification. People Skills.
Managing Role Conflict
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Conti…Continuous feedback from
customer to management and vice versa.
Partially satisfying both the sides.
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Conti….Positive change in the working environment.
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Conti…Motivating the employees for better input.
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Battle Between Bellwethers
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Eric Schmidt in Role Conflict
Representing Apple shareholders
Being at the helm of R&D in Google
Choosing one role over the other
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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
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ConclusionRole conflict evident in all organizations
May be useful in short run but fatal consequences in long run
Address and prosper
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THANK YOU
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Any queries?