1. 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