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Donor Services Department: A Case Study

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The main issue in the Donor Services Department is one of reduced efficiency and productivity. While conflict is a cause of this challenge, the end result is a department that does not run as smoothly as it can and is not as productive as it should be. Efficiency and productivity are important. However, accuracy is also crucial, as funding rely on the number of enrollments. Those who track enrollments and document the processes must be able to produce high quality work that is accurate and do so in a timely manner, so that numbers remain current. Regardless of why the conflict exists, it reduces the effectiveness of a department and the friction of conflict can lead to distractions and errors. To reduce conflict, the department must develop a program that involves all …show more content…

Karen Jehn (1997) recommends observation as a useful tool to “develop a typology of conflict by demonstrating the connections between perceptions and actual behavioral displays of conflict.” This type of research will provide Joanna with a better picture of the specific types of conflict or the specific issues that lead to conflict. Intergroup conflict in the Donor Services department occurs for many reasons. While workers may all have the same understanding of what needs to be done and why, they may disagree on how it should be done. This is known as task conflict (Pelled, 1999). To further complicate matters, workers may not believe that co-workers are competent in their roles or may perceive specific processes as detrimental in achieving specific goals. Workers then begin crossing boundaries in an attempt to manipulate the processes of completing tasks to their own way of thinking. Anger, frustration and negative feeling ensue. Intergroup conflict can also have an emotional component. This is often shaped by the diversity of workers, in areas such as culture, belief systems, educational

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