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S.no Topics Name PAGE

1 INTRODUCTION TO RESEARCH 1-3

2 SCOPE OF RESEARCH 4

3 PURPOSE OF RESEARCH 4

4 LITRATURE REVIEW 5-7

5 RESEARCH METHODOLOGY AND DESIGN 8-10

Objectives of research 8

Hypothesis 8

Research Question 9

Population and Sample9

Data Collection Methods9

Data Analysis 10

Time frame 10

Budget 10

6 Is The Research New And Relevant? 10

7 REFERENCES 11-12

8 APPENDIX 13-20

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Identifying Conflict within the CM PAk (ZONG)

INTRODUCTION T O R ESEARCH

The purpose of the research is to be able to determine about conflict that would be

helpful in developing an effective conflict resolution plan for the CM PAk (ZONG).

Conflict resolution is important because of the fact that conflict is unavoidable. Conflict

is inevitable in every organization because the business environment, both external and

internal, experience changes constantly. Due to globalization that enables multiculturalorganizations, differences in cultures, beliefs as well as behavior can be observed in

many of organizations, more particularly, those international companies. Due to the

cultural differences, disagreements, debates, differing perspective as well as justice

struggles have become predictable in all of companies and organizations in the world

(Pammer & Killian 2003, p. 3).

Websters Dictionary (1983) defines conflicts as sharp disagreement or opposition of

interest or ideas. In other words, what I want does not match what you want. Stephen P.

Robbins (2003) defines conflict as: a process that begins when one party perceives that

another party has negatively affected or is about to negatively affect, something that one

party cares about. When conflict occurs in the workplace, it can reduce morale, lower

work productivity, increase absenteeism, and cause large scale confrontations that can

leads serious and violent crimes.

Understanding conflict and how it can be used for effective resolution strategies isimportant for effective communication, productivity and performance of employees in

the workplace. Therefore, I select my dissertation topic to identify conflict within the CM

PAk (ZONG). CM PAK (ZONG) is a private limited company with a Board of Directors

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comprising representatives of the Government, industry associations and the private

sector .

Cellular industry is one of the most aggressive and dynamic industry. It plays an

important role in the economy of a country. It influence many integrated economic

activities, like resource mobilization by providing fast communication and poverty

elimination by offering jobs.

China Mobile Pakistan (CMPak) is a 100% subsidiary of China Mobile. The pioneering

overseas set up of China Mobile came through acquisition of a license from Millicom to

operate a GSM network in Pakistan.

So far CMPak has invested more than US$1500 million in the telecom sector in Pakistan

up to the end of year 2008. With ambitious plans to cater to the fastest growing Pakistani

market and to win over the ever demanding Pakistani customer, it will be offering

unprecedented coverage, voice and data services as well as a wide range of tariff options

to choose from.

CMPak's edge comes from the experience and expertise of running the world's largest

telecom service and the commitment they make to setting quality and customer relations

standards.CMPak is geared to offer neatly packaged VAS products that will benefit the individuals,

corporate as well as small businesses. Led by a team of professionals from the field of

cellular communication, CMPak is determined to make its mark in the Pakistani market

and to change the way people communicate.

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SCOPE OF THE RESEARCH

Identification of conflict within organization is one of important task of Human Resource

Department. Because it is a big source of creating any problem and often it is viewednegatively. So conflict resolution is important for effective communication, productivity

and performance of employees within a workplace. With the help of this research I will

identify any conflict within CM PAk (ZONG) and will measure its impact on employees.

Conflict resolution will increase employees morale, trust on management, and

involvement in decision making and will create more employees satisfaction from their

jobs. It will also decrease absenteeism, disagreement and confrontation. This research

will not help only to this CM PAK (ZONG) management but will also be helpful to

students and researchers.

P URPOSE OF R ESEARCH

The main purpose of this dissertation is to know about the conflict, its bad results and its

resolution impacts on effective communication, which ultimately results in efficient

decision making process leads productivity and employees performance of the

organization. Besides this the following are the other purposes of this dissertation: Doing research on HR is our Degree requirement. Add to new knowledge by creating new ways of looking at what is around us. Test existing knowledge as it might apply to new situation. Familiarize myself with a literature in a given area of discourse. Provide a critical structuring of what is known with a view of addressing a

problem. Help to develop analytical skills. Be an integrating piece of work, demonstrating that the student has addressed a

management problem competently.

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L ITERATURE REVIEW

Conflict simply means lack of agreement in terms of beliefs, practices and in other

human activities. When two or more principles, point of views as well as beliefs areclashing in nature, and havent been aligned or agreed about yet, it is called conflict

(McNamara 2008).

There are different problems and dangers that are associated with the conflict

management. First is that it can affect the productivity of the employees and staffs of a

given organization or company. Furthermore, it can also lower the morale as well as

motivation of the employees. It can also cause more and continued conflicts that will

worsen the situation, and lastly, it can cause different unsuitable behaviors and actions

(McNamara 2008).

On the other hand, conflict also has its positive side. It can help to raise and eventually

address the different problems that are happening in the organization. It can also help to

increase the productivity by energizing the employees to be on the most appropriate

issues. It can also pushes employees to participate in different activities by bringing out

their real self as well as their best. Above all, conflict can help employees to learn the

process of recognizing as well as learning the advantages of the employees differences

(McNamara 2008).

The said advantages and disadvantages of conflicts, shows that it is inevitable. Therefore,

conflict cannot be considered as a problem, but when a specific conflict is not managed

properly, it becomes a huge problem.

It has different levels, which are: intrapersonal or intra-psychic conflict; interpersonal

conflict; intra-group conflict; and inter-group conflict. The four types of conflict are:

intrapersonal conflict; interpersonal conflict; intragroup conflict; and intergroup conflict.

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Intrapersonal or intrapsychic conflict means conflict occurs within an individual. Of

course, this is understandable because interpersonal communication means

communicating to ones self. Roots of conflict in this level can be ideas, thoughts,

emotions, values, predispositions or drives. The person basically reflects in those roots

and creates conflict with how he or she will react. Conflict within self is closely related to

psychological and psychiatric field because it is linked with cognitive theories, behavior

change theories, motivation theories, etc.

Interpersonal conflict, on the other hand, is the second major level of conflict, which

means conflict between two or more individual people. In other definition, it is the

interaction between persons expressing opposing interests, views, or opinions.

Interpersonal conflict is a process that has three main stages. The first stage of

interpersonal conflict is when the person is faced with a choice between two or more

incompatible options or goals. The conflict manifests in the second stage when

interaction reveals that the two persons involved in the process want different things, but

they think that these differences can be resolved. Then in the third stage, the parties

perceive that there is no mutually acceptable outcome and unwanted sacrifices must be

made for resolving their differences. Personal interests come first in the third stage. There

are winners and losers and exercises of power likely dominate the process.

Interpersonal conflict has different levels of its own. The different levels of interpersonal

conflict include: behavioral conflicts; normative conflicts; and personal conflicts

mentioned these levels for intimate conflicts, but basically, they can be applied to

interpersonal conflicts in general. Behavioral conflicts include conflict over specific

behaviors, such as different preferences for management style, leadership, team building,

recreational activities, and doing tasks and jobs. Normative conflicts involve conflicts

over the unique norms and rules of the relationship. Finally, personal conflicts concern a

persons characteristics, dispositions, and attitudes including life values, selfishness,

inconsiderateness, and human relations. Intragroup conflict takes place within a small

group, basically on teams and committee members within a particular organization. In

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this level, conflict is analyzed as it affects the ability of the group to resolve disputes

and continue to achieve its goals effectively.

Then, intragroup conflict takes place within a small group, basically on teams and

committee members within a particular organization. In this level, conflict is analyzed

as it affects the ability of the group to resolve disputes and continue to achieve its goals

effectively.

Finally, intergroup conflict is a level of conflict that involves large number of people -

for instance, conflict that takes place between unions and management, warring nations,

feuding families, or community action groups and government authorities. Conflicts can

occur within groups and between groups simultaneously.

In the organizational setting, the types of conflict are: C-type conflict; and A-type

conflict. C-type conflict means that employees or members of a particular team focus on

substantive, issue-related differences of opinion that tend to improve team effectiveness.

In this type of conflict, different ideas are being taken into consideration through

effective communication. It allows members to contribute openly and honestly to the

teams decision-making process while maintaining acceptance by team members and

creating greater commitment.

On the other hand, A-type conflict decreases the effectiveness of the group by allowing

personal feelings or someones own agenda to deter the members from the teams

objective. This type of attitude can basically prevent creativity as ideas of change are

barred with personal feelings and agenda. further stated: Creativity is limited by the

members reduced ability to contribute input due to the increasing hostility, anger and the

elimination of trust.

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R ESEARCH M ETHODOLOGY AND DESIGN

Research methodology defines ways to sort out problem defined in research problem.

While the research methods define different techniques for collection of data, makingrelationship with different variables and tells about the evaluation of accuracy of the

results obtained by the research design In methodology we will study the various steps

that are generally adopted by me in studying the research problem along with the logic

behind them.

R ESEARCH O BJECTIVES

The main research objective is to study conflict and ways of identifying conflicts in CM

PAk (ZONG). Research is done for define a problem and identify different factor causing

the problem. My research is on Identification Of Conflicts in PESB and the factors

involved for causing the conflicts among the employees and its Department. So some my

research objectives are as following:

To identify Conflicts in CM PAk (ZONG).

To identify causes for conflicts among employees and different Departments.

To determine methods used to manage conflicts and how it brings efficiency in

decision making process.

To use findings to make the recommendation.

H YPOTHESIS

The focus of this dissertation is identification of conflicts in CM PAk (ZONG) that is the

vital part for a successful organization as conflicts resolution brings efficiency and

effectiveness in decision making process. The lesser conflicts are, the quicker will be the

decision making process that will increase the organization effectiveness. The hypothesis

for my dissertation is given below:Identification and Management of conflicts will bring efficiency in decision

making process.

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R ESEARCH Q UESTION

A research question is developed to determine the answer to a problem. My research

question is to identify conflicts and how CM PAK (ZONG) resolve conflicts that will

help the manager in decision making process that ultimately brings efficiency and

effectiveness to the organization.

P OPULATION AND SAMPLE

Population refers to the entire group of people, events or things of interests the researcher

wishes to investigate. While sample is the subset of entire population. CM PAK (ZONG)

is an information technological advanced industry within Pakistan. It has workforce

strength of round about 2000. It will be impossible for me to collect data from all the

employees throughout Pakistan for my research. Because, the workforce and offices are

very much diverse. Therefore I will select three regions to check Conflicts exist in CM

PAK (ZONG). These regions include Islamabad and Peshawar. In these regions 100

employees will given Questionnaire and among them 30 will be selected for interviews

of 15 mints. These two primary data collection tools will enable me to identity conflicts

and reason for conflicts in Pakistan Export Software Board, which leads to accuracy, and

precision of the results.

DATA C OLLECTION M ETHODS

I have planned that I will collect my research data from two sources.

1. Primary Sources

2. Secondary Sources

1) Primary Data

Primary data is the main source for data collection. Personal trait, behavior and job

task will be analyzed through the following tools: Questionnaire Personal Interviews

2) Secondary Data

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Websites Brouchers Journals Newspaper Books and related material

DATA ANALYSIS

Accurate data collection and application of different tools will enable me to identify

conflicts among employees and departments. Further it will help me to find out factors

that causes conflicts. This research will help the CM PAK (ZONG) to manage conflicts

which will bring efficiency to both employees and management.

T IME FRAME

The total time that will be required for the completion of the dissertation is

approximately 2 months and 19 days. The time schedule is given in appendix A.

IS THE R ESEARCH NEW AND R ELEVANT ?

As telecome industry is boosting in Pakistan and little research work is being done on

conflict management in telecom industry. Thus I justify that this research is new and

relevant. It will reduce conflicts in CM PAK (ZONG) and other organizations can be

benefited from this research.

B IBLIOGRAPHY

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Lahiff, J.M & Penrose M.J (1997)Lahiff, J.M & Penrose M.J (1997) BusinessBusiness

Communication & Strategies, SkillsCommunication & Strateg ies, Skills . Published By. Published By

Prentice Hall.Prentice Hall.

William Scott (1967)William Scott (1967) Organizational BehaviorOrg anizational Behavior ..

McGraw-Hill.McGraw-Hill.

Phillips M. (1982)Phillips M. (1982) Communication in OrganizationCommunication in Org anization ..

Macimillan Publishing.Macimillan Publishing.

Down (1983)Down (1983) Organizational Theory, A BehaviouralOrg anizational Theory, A Behavioural

Analysis for ManagementAnaly sis for Management . Sage Publication.. Sage Publication.

Robbins P. Stephen (2003)Robbins P. Stephen (2003) Organization BehaviorOrg anization Behavior ..

Pearson Education Inc.Pearson Education Inc.

Luthans Fred (2002)Luthans Fred (2002) Organizational Behavior.Organizational Behavior.

McGraw-Hill.McGraw-Hill.

Sakaran Uma (2003)Sakaran Uma (2003) Research Methods for BusinessResearch Methods for Business

(4(4 thth ed.). John Willey & Sons, Inc.ed.). John Willey & Sons, Inc.

Pammer, W & Killian, J (2003)Pammer, W & Killian, J (2003) Handbook of ConflictHandbook of Conflict

ManagementManag ement .. New YorkNew York :: Marcel Dekker.Marcel Dekker.

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http://www.http://www. CM PAk (ZONG)CM PAk (ZONG) .org.pk.org.pk

http://www.black-collegian.com/news/special-http://www.black-collegian.com/news/special-

reports/conflict2000-2nd.shtmlreports/conflict2000-2nd.shtml

http://en.wikipedia.org/wiki/Conflict_resolutionhttp://en.wikipedia.org/wiki/Conflict_resolution

http://edis.ifas.ufl.edu/pdffiles/HR/HR02400.pdf http://edis.ifas.ufl.edu/pdffiles/HR/HR02400.pdf

http://managementhelp.org/intrpsnl/basics.htmhttp://managementhelp.org/intrpsnl/basics.htm

http://webhome.idirect.com/~kehamilt/ipsyconf.htmlhttp://webhome.idirect.com/~kehamilt/ipsyconf.html

http://www.ohrd.wisc.edu/onlinetraining/resolution/ahttp://www.ohrd.wisc.edu/onlinetraining/resolution/a

boutwhatisit.htm#whatisconflictboutwhatisit.htm#whatisconflict

http://www.ohrd.wisc.edu/onlinetraining/resolution/cohttp://www.ohrd.wisc.edu/onlinetraining/resolution/co

mmonproblems.htmmmonproblems.htm

http://www.ohrd.wisc.edu/onlinetraining/resolution/sthttp://www.ohrd.wisc.edu/onlinetraining/resolution/st

epsoverview.htmepsoverview.htm

http://www.csupomona.edu/~msharifzadeh/chapter1http://www.csupomona.edu/~msharifzadeh/chapter1

1.html1.html

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http://www.pseb.org.pk/http://www.pseb.org.pk/http://www.pseb.org.pk/http://www.pseb.org.pk/http://www.pseb.org.pk/http://www.pseb.org.pk/http://www.black-collegian.com/news/special-reports/conflict2000-2nd.shtmlhttp://www.black-collegian.com/news/special-reports/conflict2000-2nd.shtmlhttp://www.black-collegian.com/news/special-reports/conflict2000-2nd.shtmlhttp://www.black-collegian.com/news/special-reports/conflict2000-2nd.shtmlhttp://en.wikipedia.org/wiki/Conflict_resolutionhttp://en.wikipedia.org/wiki/Conflict_resolutionhttp://edis.ifas.ufl.edu/pdffiles/HR/HR02400.pdfhttp://edis.ifas.ufl.edu/pdffiles/HR/HR02400.pdfhttp://managementhelp.org/intrpsnl/basics.htmhttp://managementhelp.org/intrpsnl/basics.htmhttp://www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm#whatisconflicthttp://www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm#whatisconflicthttp://www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm#whatisconflicthttp://www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm#whatisconflicthttp://www.ohrd.wisc.edu/onlinetraining/resolution/commonproblems.htmhttp://www.ohrd.wisc.edu/onlinetraining/resolution/commonproblems.htmhttp://www.ohrd.wisc.edu/onlinetraining/resolution/commonproblems.htmhttp://www.ohrd.wisc.edu/onlinetraining/resolution/commonproblems.htmhttp://www.csupomona.edu/~msharifzadeh/chapter11.htmlhttp://www.csupomona.edu/~msharifzadeh/chapter11.htmlhttp://www.csupomona.edu/~msharifzadeh/chapter11.htmlhttp://www.csupomona.edu/~msharifzadeh/chapter11.htmlhttp://www.black-collegian.com/news/special-reports/conflict2000-2nd.shtmlhttp://www.black-collegian.com/news/special-reports/conflict2000-2nd.shtmlhttp://en.wikipedia.org/wiki/Conflict_resolutionhttp://edis.ifas.ufl.edu/pdffiles/HR/HR02400.pdfhttp://managementhelp.org/intrpsnl/basics.htmhttp://www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm#whatisconflicthttp://www.ohrd.wisc.edu/onlinetraining/resolution/aboutwhatisit.htm#whatisconflicthttp://www.ohrd.wisc.edu/onlinetraining/resolution/commonproblems.htmhttp://www.ohrd.wisc.edu/onlinetraining/resolution/commonproblems.htmhttp://www.csupomona.edu/~msharifzadeh/chapter11.htmlhttp://www.csupomona.edu/~msharifzadeh/chapter11.htmlhttp://www.pseb.org.pk/


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De Dreu, C & van de Vliet, (1997)De Dreu, C & van de Vliet, (1997) Using Conflict InUsing Conflict In

Organizations.Org anizations. SAGE.SAGE.

http://www.managementhelp.org/intrpsnl/basics.htmhttp://www.managementhelp.org/intrpsnl/basics.htm

APPENDICES

APPENDIX.A

T I M E F R A M E

Data Gathering Tasks Estimated Times

Regions:

I SLAMABAD Questionnaires 2 Days

Interviews 3 Days

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L AHORE Questionnaires 2 Days

Interviews 3 DaysK ARACHI Questionnaires 2 Days

Interviews 3 DaysAnalysis and Report writing 65 Days

Total time 79 Days

Q UESTIONNAIRES

I m doing specialization in Human Resource Management (MBA) and it is our degree

requirement to undergo a dissertation on any topic related to HRM. I m doing a research

on identify conflict within CM PAK (ZONG). This questionnaire is distributed in order

to gather information regarding the conflict exist in any department of organization.

Through your participation, the study will be able to make possible recommendations. It

is just for the purpose of completion of research not for other means. Kindly encircle thenumber of your choice in answering this questionnaire. Please answer the questions as

honestly as possible. Thank you very much for your cooperation.

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Part I: Pease answer the following with correct options.

1. Name (optional) First ,,,,,,,,,, Last,,,,,,,,,,

2. Age Day ,,,,,,,,,,, Month,,,,,,,,, Year,,,,,,,,,,

3. Gender Male () Female ()

4. Department

5. Current position in CM PAK (ZONG) ..

6. How long have been working here..............

Part II: Kindly encircle the following questions according to your understanding

and opinion of conflict and its resolution.

1. Do you know, what is a conflict?

a. Yes

b. No

c. Some how

2. If yes then what type of conflict exists in your department?

a. Intrapersonal conflict

b. Interpersonal conflict

c. Intragroup conflictd. Intergroup conflict

3. All the above types can be combines into one major type A conflict. If it is

found then it will reduce organization

a. Productivity and Performance

b. Decision making process and communication

c. None

d. All of the above

4. Conflict is often needed. It:

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a. Helps to raise and address problems for creativity and productivity

b. Motivates employees to participate

c. Hampers productivity

d. Helps people learn how to recognize and benefit from their differences.

e. All of above

f. Only a, b, and c.

5. The conflict isn't the problem. It is a problem when

a. Poorly managed

b. Causes inappropriate behavior

c. Causes more and continues conflicts

d. None

e. All of the above

6. Conflict should be creating in organization; if not then what type of method should

be used to resolve the conflict.

a. Negotiation

b. Mediation

c. Diplomacy

d. Arbitration

Part III. In this part I will ask about opinions of the task that you and your team

have performed during your work time. Please indicate the level in which you agree

or disagree with the following assertions:

2. Our frequent interaction between team members is needed to do our work

effectively.

a. Totally disagree

b. Disagree

c. Neutral

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d. Agree

e. Totally agree

8. It is my team characteristic that success for one team member implied success for

others.a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

9. Usually, all of my team members meet together to discuss how each task, case or

claim should be performed or treated in order to do the work better in this team.a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

10. My job is boring

a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

Part IV. This part is about inter-cultural conflicts and how the department

considers these conflicts. Please indicate the level in which you agree or disagreewith the following assertions.

11. Conflict is deal with openly in my department.

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a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

12. People in my department try to avoid conflict at all costs.

a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

13. Differences of opinions about job responsibilities are avoid in my team.

a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

14. Team members give their opinion when conflicts become important issues.

a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

15. Team members expressed their opinions and ideas .

a. Totally disagree

b. Disagree

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c. Neutral

d. Agree

e. Totally agree

16. Team members tried new, alternative methods and strategies .a. Totally disagree

b. Disagree

c. Neutral

d. Agree

e. Totally agree

Part V. This part contains the following some positive and negative disputes or

conflicts questions which you have faced or may be face in future. Please answer thequestions by indicating the level.

17. How much anger is there among members with different cultures and provinces

in your team?

a. A lot

b. Quite much

c. Some

d. Very little

e. None

18. How frequently are there conflicts about different ideas among members with

different behaviors in your team?

a. A lot

b. Quite much

c. Some

d. Very little

e. None

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19. How much differences concerning the content of your work are there in your

team?

a. A lot

b. Quite much

c. Some

d. Very little

e. None

20. To what extent are there differences of opinion among members with different

behaviors in your team?

a. A lot

b. Quite much

c. Some

d. Very little

e. None

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