Informal Communication and Conflict Management: a Case Study of Mpesa Foundation Academy Staff
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Date
2020Author
Chepkurui, Abigael
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
Informal communication or grapevine, is a channel of communication that stretches
through organizations in all directions, irrespective of the levels of authority. Grapevine
arises from social interactions among the employees, and serves to describe the structure
of an organization. Informal communication tends to become conspicuous when formal
communication channels are closed. However, it is not clear whether informal
communication contributes to conflict management, and if so, to what extent. This leaves
a knowledge gap worth exploring. This study, therefore, sought to investigate the outcomes
of using informal communication in managing conflicts among employees at MPESA
Foundation Academy. The general objective of this study was to assess the place of
informal communication in conflict management. The specific objectives were, (a) to find
out the factors that lead to the use of informal communication over formal communication
among employees in schools, (b) to explore the main causes of conflicts among employees
in schools, (c) to assess the role of informal communication as a conflict management
strategy in organizations. The study was informed by Organizational Conflict Theory and
Social Network Theory. Descriptive study design was used in conducting the research. A
Qualitative approach was adopted, where qualitative data was collected. Data was obtained
using Focused Group Discussions, and key informant interviews. The research population
included teachers and non- teaching staff. Collected data was analysed and presented
thematically using the narrative form. The study found that informal communication is
used as a means of communication as well as a means of managing or solving most
conflicts in places of work. Furthermore, the researcher established that as a conflict
management tool, has both positive and negative outcomes, although the positive outcomes
outweigh the negative outcomes. The study recommends that policy makers at various
levels of educational management incorporate informal communication training at various
curriculums and professional development training so as to equip employees and
management personnel with skills necessary in tapping into informal communication in
managing and solving workplace place conflicts.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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