Factors that lead to conflict between office managers and their bosses in an organization
Abstract
This paper titled factors that lead to conflict between
office managers and their bosses in an organization. The aim of this paper is to investigate the
factors that lead to conflict between office managers and their bosses and to
suggest possible solution on how to deal with conflict and even how to avoid conflict.
The researcher/writer consulted text books and related seminar topics. It was
discovered that Bosses leadership styles contribute to most conflict. This
paper considers the causes, area of conflict, function of office managers,
personal attribute of bosses, categories of bosses advantages and disadvantage
of conflict, consequences of conflict to management, employees and customers. Based
on findings on the discoveries above, it was recommended among others that
management should establish a good channel of communication; Office managers should ignore the
boss anger and keep calm during the yelling period to avoid grievances and conflict in the
organization.
INTRODUCTION
The
aim of every organization is to ensure the accomplishment of its objective. Management
should ensure that the organizational functions are well structured. A good
working relationship between the bosses and office manager is very important.
This relationship is expected to build up a good business environment. Okan
(2008), stated, that, if an office manager is attached to an important
executive such as a general manager of a big company, she may have an assistant
who relieve her of the more simple duties. It has been observed that boss’s
leadership style determines the type of business climate to work with secretary
in harmony, commitment and dedication to achieve the required goal of
organization.
The
leadership style of every boss should be such that allow for democracy. There
are different categories of bosses in an organization depending on its size and
structure. A secretary is responsible in handling correspondence, paper work,
telephone calls, prepare report, travel schedules, appointments and inform his/her
bosses of both of forth coming conferences. Okwusa (2001) asserts that due to
the nature of office manager job he/she is expected to work hand in hand with
the boss even if it means keeping late office hours in order to accomplish
organizational objective to the fullest. An office manager should recognize
that a relationship with her boss involves dependence and that, if it is well
managed, there must be effectiveness in their jobs.
An
office manager should recognize that bosses are only human, and therefore,
appreciate his/her boss goals, pressures, strength, and weakness. His organizational
and personal objectives, his preferred working style. Does the boss thrive on
conflicts or trying to minimize it? An
office manager should also bear in mind that boss’s maturity in wisdom is not
greater than theirs. Therefore, office managers should manage the relationship
with the bosses as a part of their jobs so as to develop relationship that is
in consonant with both people’s styles.
Heplin
(2006), opined that, poor management of organization on the part of the bosses
leads to conflict. Their relations either positively or negatively could
trigger off conflict. On the other hand, an office manager should also avoid
rudeness, hostility and lousiness, shabby appearance, divulgement of
organizational secrets, stealing, lying and gossiping in the office. A good working
relationship created by both should be devoid of conflicts. This could be
achieve if boss show concern for the welfare of office manager which includes
recognition, motivation, communication flow, salary and benefit allowance and
also pay attention to an office manager’s problem. Pryse (2008), noted that
he/she have the prudence to keep her personal life and that of working life
separate.
WHAT IS CONFLICT?
Conflict
is a serious disagreement between office managers and their bosses which arises
as a result of tension, opposing ideas, opinions feelings or wishes. Conflict
can also be referred to as the dissatisfaction of any employee or a group of
employees over a denial of a perceived right or interest to which the individual
or the group feels entitled.
CAUSES OF CONFLICT
v Problematic
working condition
v Differences
in opinion
v Goals
v Discrimination
v Poor
communication
v Job
insecurity
AREAS OF CONFLICT WITH THE
BOSS
According to
Appleby (2001), conflict could occur between workers or individual managers or
even between office managers and bosses. He further said that many conflict
within the organization would relate to economic aspect of pay and prices while
other would be related to competition for survival.
According
to Comfort, (1999), some office managers felt that corporate body/government
body is their employer, therefore, they become apathetic on their job, no
commitment to individual boss because, they develop nonchalant attitude, rude
to member of the public and other employees. This behavior can lead to conflict
and also resulting to poor image of the organization.
v Negligent to boss mood: negligent
to the boss’s mood can, at times cause unnecessary wrangling and conflict. For
instance, a boss desires to complete a particular task on schedule might create
pressure which tenses his mood.
v Absence from work without leave: To avoid
conflict, office manager should be punctual at his/her work because her absenteeism
may diminish the efficiency and efficiency and effectiveness of an
organization.
v Rudeness: An
Office manager is expected to treat customers and other employees or even
his/her boss with kindness because they are the image maker of organization.
v Gossiping at the work place:
Working hours is meant for productivity and seriousness at work to achieve
organizational objectives. But if an office manager uses this hour to indulge
in gossip with subordinates that may lead to conflict.
v Stealing:
An office manager is to be worthy in carrying out her responsibilities, conflict
may arise as a result of proper keeping of organizations record or
falsification of the record.
v Shabby Dressing:
Office managers should avoid old fashion dressing or indecent appearance as
this tarnishes the reputation of the organization.
v Negligent: office managers are expected to represent the organization in the absence of her
boss, and also concentrate in her duties in other to produce an error free
work.
FUNCTIONS OF OFFICE MANAGERS.
A.
To assist her boss and shielding him
from unnecessary attention to office details. An office manager therefore,
should handle routine work with little or no supervision while the boss pays
more attention to higher managerial functions.
B.
Office managers are expected to handle
arrangement for meetings and prepare report of such meeting. In addition, she
should supervise and control her subordinates, among other duties, is her
ability to keep simple record of account and consumable in the office.
C.
Office managers are image maker of her
organization because the project organization to outside world through the way
she welcomes visitors, email, letters and way she processes information. She
creates good impression about the organization from the way she performs her
duties.
AREAS
OF CONFLICT WITH THE OFFICE MANAGERS
The following are
issues which could trigger off conflicts.
Sometimes,
Bosses derive office managers, Authority should be exercise smoothly. It is
equally important for office managers to have satisfaction on their job. The
boss should provide job security, prospects, recognition of whatever
contribution made by office managers towards the organizational development.
1.
Work overloads: sometimes bosses
overloads office managers with works praise or motivation that will trigger
their performance.
2.
Inappropriate salary structure, nonpayment/delay
in payment of salary.
3.
Denial of benefits such as work leave,
sick leave etc
4.
Authority and power: This happens when
office managers are not participative in decision making and want to be
actively involved. More so, subordinates
may dislike the fact that there is always a boss above them.
5.
Improper implementation of contract
agreement entered into by both during employment.
TYPES OF BOSS
According to Serigiovanni (2007),
boss must use different strategies for the smooth running of any organization.
In every organization bosses are the head while secretaries work under them.
Their relationship is expected to be reciprocal so that peace and harmony will
prevail in their work place.
According
to comfort (2009). There are different types of bosses depending on the size of
the organization. An office manager may at times moves from one boss to
another. The various temperaments’ of bosses need to be thoroughly understood,
if office managers are to work maximally with less conflict.
1.
The
bully boss: bully boss is the type who derives pleasure in
hurting his secretary, such boss say insulting words for any minor mistake from
the office manager.
2.
The
workaholic Boss: this type of boss is interested in
getting work done, than the person doing the work. Such boss will be at work
till evening and even weekend.
3.
The
jellyfish boss: Is the type who
avoids conflicts and always assume that every office manager knows his/her job.
He always acts in such a way that no one is hurt. He is mindful of what he says
or do because, he is afraid of creating conflicts.
4.
The
perfectionist boss: is the type of boss who lacks confidence
in work of his office manager. He always inspects the office manager’s work. Sometimes
he uses irritating questions such as why is this simple job taking the whole of
your day.
5.
The
aloof boss: An aloof boss is the type that initiates
and completes a decision alone. He does not communicate any expectations
clearly, especially on very urgent and important assignments. He doesn’t give
any direction.
6.
The
buddy boss: Is the type that wants to be your
friend, not your “superior” he wants you to like him, and because friends stick
up for friend, it may be a good investment to spend some time with him.
PERSONAL
ATTRIBUTE OF BOSSES
1.
He
should
have interest in achieving success for the organization rather than for
himself.
2. He
should think positive: understand the power of positive psychology, look at
every situation as a learning opportunity.
3. Honesty
is the best policy. It is important to be transparent and honest with
employees. Great boss posses the leadership skill to appropriately tell people
the truth, whether it is good or bad.
4. He
should know how to inspire. A good
and great boss knows how to react when there is a big moment and also how to
make the people around them react to it.
5. The
ability to communicate simply and clearly
6. He
should recognize what are the strength and weakness of the office manger and
maximize the strength while helping him to overcome the weakness.
7. Give
credit where it due. He has to recognize the office manager’s performance and
give praises. It is really important to make sure that employees are getting
the respect that they deserve.
ADVANTAGES
OF CONFLICT
A.
It leads to better understanding
B.
More commitment in work performance
C.
It leads to job satisfaction
D.
It improves quality of decision
E.
It creates room for recognition.
DISADVANATAGES
OF CONFLICTS
A.
It
leads to wastage and repetition of paper work
B.
It might leads to loss of good employees
C.
It tarnishes the image of an
organization.
CONSEQUENCES
OF UNRESOLVED CONFLICT TO ORGANIZATION
When conflict
occurs frequently, in an organization the effect often become a acculturated.
This leads to a general unpleasant work environment.
1)
It creates project delay that can result
in missed market opportunities
2)
Costumer relations can be damaged when
conflict result in confused communication or inconsistence information.
3)
It creates fear, distrust and passive-aggressive
behaviors
4)
It compromises all positive energy in
the workplace, creating a stressful and unproductive work environment.
5)
Creates tension and stress, reduce
motivation and disturb concentration among employees
6)
Boss looses credibility in the eyes of
peers, subordinates and supervisors because employees may begin to look at the
disputes as badly managed and inoperative.
7)
Employees feel a sense of disappointment
when conflicts are allowed to continue between them.
WAYS OF PREVENTING CONFLICT
The special case of conflict between a direct report and a boss
presents unique challenges. As a manager with responsibilities up and down the
organizational chain, recognizing and resolving conflicts with your boss may
well define to what degree you can effectively contribute to your organization.
A conflict with your boss can arise from several different kinds of situations
or opposing perspectives.
Hall (1989), observed that no matter how carefully management may forecast,
formulate policies, plan an elaborate organizational structures, the success of
its planning is ultimately in the hand of the employees at all level.
There is no role clarity or alignment. You are not sure about how your work supports your boss's work and
how it meets the mission of the organization. You may think you're doing tasks
that should be on your boss's list. Your boss may think that she or he is doing
too much of your work.
1) Office managers should use their initiatives to get job done, and
also be dedicated to their work to avoid incurring the boss’s anger.
2) Boss should ensure that the welfare of the office manager is well
taken care of.
3) Tolerance principle: both boss and office manager should respect this
tolerance principle, this means that a person does not care about small minor
issues.
4) Both the boss and office manager should maintain their emotional
stability.
5) Office managers should study the different mood of their boss.
6) Work and Humor. People spend the majority of their day at work, if
it is all seriousness and no fun, you risk having under-productive employees,
so you creates fun and humor while working to lighten up the mood in the
office.
A boss could even host a conflict resolution seminar or find a
conflict resolution expert who will come and speak to your office and explain the
proper way to handle a conflict at work and in life. An informed employee is
one step on the path toward a healthy work environment.
CONCLUSION
In
conclusion, through the ideas of different authors and initiatives, I observed
that most conflicts are as a result of Bosses leadership style and negative
attitude of office managers towards work.
In management, it is a fact that bosses cannot make a very good impact
on the organization without the help of capable assistant (office manager). No
wonder this saying “behind any successful executive, there is an efficient and
intelligent secretary”. And for any organization to function effectively, there
must be good interpersonal relationship between the boss and the office manager
devoid of conflict. Good interpersonal relation skill, mutual understanding is
a very good aspect in this study, so that they can view their strength and weakness
to work in harmony for the attainment of organizational goals and objectives.
RECOMMENDATIONS.
In
order to achieve organizational objectives office managers and their bosses
should be able to tolerate each other for the attainment of the overall
objective of the organization.
1)
Management should ensure that a good
channel of communication is in place to enable them express their grievances
before it leads to conflict.
2) Office manger should not offer Lip service.
All talk and no action is a sure way to increase conflict with
your boss. Tell your boss what you'll do and then do it.
3) Loose talk. Don't undermine
your boss; it will come back to haunt you. Support your boss when dealing with
peers, direct reports, and staff.
4) Both should not allow their private
matters to interfere with their duties.
5) Apple-polishing. Don't go overboard. Understanding and supporting your boss's point
of view does not mean abandoning your own ideas or values. Nor should you
withhold negative information. Determine when to raise issues in a public forum
and when to take them behind closed doors.
6) Office managers should endeavor to
proofread all typed work no matter the urgency before passing it to boss
to avoid mistakes.
7) Office managers should ignore the boss
anger and keep calm during the yelling period.
References
Appleby, I. (2001) modern Business Administration: 2nd
edition London;
Pitman
publishing ltd parker street.
Comfort, A. (1999), office Administration for
managers and secretaries:
Lagos; vision plus
Ventures publications.
Heplin,L.(2006), anxiety in organization: In the
Emotional side of workers
Washington
D.C Family center
Hall, M.C. (1989), Bring Conflict out from behind
the scenes: in
Hidden
Conflict Organization s. London;
SAGE publication
Okwusa, A. (2001), the successful secretary: 5th
Edition, USA,
Western
Publishing
Company.
Okan, M. (2008), options, functions and skills: what
an organizational
Ombudsman
might want to know. Dallas
ombudsman association.
Pryse, C. (2008), the Administration Secretary: 3rd Edition, New York, Mc
Grow
Hill Book Company.
Sergiovanni, C. (2007), Improving Staff performance
through in service:
London; Boston Ellyn and
Brown publication.
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