December 2025 Edition

Conflict Management Strategies on Organizational Productivity of Selected Deposit Money Banks in Nigeria

Jelili Babatunde Sufian

Abstract

This study investigates the three conflict management strategies
integrating, dominating, and avoiding on key aspects of organisational
productivity in selected Deposit Money Banks (DMBs) in Nigeria. In a
competitive and tightly regulated financial environment, effective
conflict management is vital for sustaining operational efficiency and
long-term performance. A mixed-method approach was employed,
combining survey and documentary data. Structured questionnaires
were administered to 300 managerial and non-managerial employees,
drawn from a population of 1,200 across First Bank, Wema Bank, and
Guaranty Trust Bank, using Taro Yamane’s sampling formula. Data
were analyzed using correlation and regression techniques to
determine the relationships among variables. Findings revealed that
the integrating strategy had a strong positive effect on service delivery
efficiency (? = 0.612, p = 0.000), indicating that collaborative,
problem-solving approaches enhance process effectiveness and
customer satisfaction. Conversely, the dominating strategy was
negatively associated with employee retention (? = -0.548, p = 0.000),
demonstrating that authoritarian conflict handling reduces morale and
increases turnover. The avoiding strategy also showed a moderate
negative relationship with operational cost reduction (r = -0.426, p =
0.000), implying that unresolved conflicts create inefficiencies and
elevate costs. The study concludes that conflict management strategies
significantly influence productivity. It recommends that bank leaders
invest in collaborative training, discourage authoritarian practices,
and view conflict as a catalyst for continuous improvement and
organizational growth.

Keywords

Conflict Management, Deposit Money Banks, Employee Retention, Organizational Productivity, Service Efficiency.

Full Text

Download

References

Achot, G.O., & Kithinji, M. (2021). Effect of conflict management strategies on employee
commitment in commercial banks in Kenya. International Journal of Management
Studies and Social Science Research, 3(4), 112–129.
Adamu, I. (2015). Conflict management and organizational performance in the Nigerian
banking sector. Journal of Business and Management, 17(6), 45–52.
Adetayo, J. (2024). The impact of unresolved workplace conflict on organizational
productivity in Nigerian banks. Nigerian Journal of Management Studies, 12(1), 88
102.
Adom, A.Y. (2022). Transparency in dispute resolution and employee commitment in
Ghanaian firms. African Journal of Business and Economic Research, 17(3), 67–85.
Afolabi, O.A., Ogunnaike, O.O., & Osibanjo, O.A. (2022). Application of Thomas-Kilmann
Conflict Mode Instrument in Nigerian organizational settings. Journal of
Management Development, 41(2), 145–160.
Ajayi, O.M. (2020). Service delivery efficiency and customer loyalty in Nigerian
banks. Journal of Financial Services Marketing, 25(3), 145–158.
Akinsanya, O.O. (2021). Infrastructure deficit and operational challenges in Nigerian Deposit
Money Banks. African Development Review, 33(2), 234–247.
Akinyemi, B.O. (2022). Peer mediation and organizational fairness in Nigerian
workplaces. Journal of Applied Social Psychology, 52(4), 321–335.
Akinyemi, B.O., & Olatunji, O.A. (2025). Integrating conflict management strategies and
service delivery efficiency in Nigerian Deposit Money Banks. Journal of
Organizational Effectiveness: People and Performance, 12(1), 45–62.
Amah, E. (2016). Organizational behavior and management in Nigeria. Pearson Education.
Bamigboye, O.A., & Abdulazeed, Y. (2023). Workload, stress, and employee turnover in
Nigerian banks. International Journal of Human Resource Management, 34(5), 987
1005.
Belias, D., Koustelios, A., Sdrolias, L., & Koutiva, M. (2023). Conflict management and
team cohesion in service organizations. Team Performance Management, 29(1/2),
78–95.
Brown, L. (2025). Adaptive conflict management for modern organizations. Harvard
Business Review, 103(2), 56–65.
Central Bank of Nigeria. (2023). Annual report and statement of accounts. CBN Publications.
Chukwuma, C., & Bello, A. (2024). Longitudinal effects of dominating conflict styles on
employee attrition in Nigerian financial services. Journal of Vocational Behavior,
149, 103–115.
Ewuru, S.O., Nwankwo, C.A., & Okeke, M.N. (2024). The hidden costs of conflict avoidance
in Nigerian organizations. Journal of Business Research, 158, 113–125.
Ezejiofor, R.A., Nwokoye, E.S., & Egbunike, P.A. (2015). Cost reduction strategies and
profitability in Nigerian banks. International Journal of Finance and Banking
Research, 1(3), 45–58.
Gao, L., & Kim, S. (2024). Conflict avoidance and operational costs in global banking: A
panel study. Journal of Banking and Finance, 158, 107–120.
21
Igbokwe, D. (2024). Internal conflict and service inefficiency in African banks. Journal of
African Business, 25(2), 245–260.
Imtiaz, S., Khassawneh, O., & Mohammad, T. (2022). Conflict management styles and
organizational outcomes: A meta-analysis. International Journal of Conflict
Management, 33(3), 456–478.
Jeong, H.W. (2021). Conflict management and resolution: An introduction. Routledge.
Johns, R. (2017). Employee retention strategies in the financial sector. Palgrave Macmillan.
Judge, T.A. (2023). Organizational behavior: Improving performance and commitment in the
workplace (8th ed.). McGraw-Hill.
Kilag, O.K., Angtud, R.M., Uy, F.T., Alvez, G.G., Zamora, M.B., & Canoy, C.B. (2024).
Exploring the role of conflict management in organizational performance. Journal of
Management and Organization, 30(1), 45–60.
Kilmann, R.H., & Thomas, K.W. (2022). The Thomas-Kilmann Conflict Mode Instrument: A
conceptual and empirical review. Journal of Organizational Behavior, 43(2), 123
145.
Khan, A., Khan, S., & Khan, M. (2023). Productivity in the knowledge economy: Beyond
traditional metrics. Journal of Business Strategy, 44(3), 189–201.
Latham, G.P. (2004). The motivational benefits of goal-setting. Academy of Management
Perspectives, 18(4), 126–129.
Latham, G.P., & Locke, E.A. (2019). Goal setting theory: The current state. In New
developments in goal setting and task performance (pp. 3–15). Routledge.
Locke, E.A., & Latham, G.P. (2019). A theory of goal setting and task performance. Prentice
Hall.
Longe, O. (2015). Conflict management styles and organizational performance in Nigerian
firms. International Journal of Business and Social Science, 6(4), 112–120.
Mohamed, A., Hassan, M., & Ali, S. (2024). Conflict resolution and operational efficiency in
African financial institutions. Journal of Financial Regulation and Compliance,
32(1), 89–105.
Mupinga, E. (2021). Formal grievance systems and workplace communication in sub
Saharan Africa. African Journal of Economic and Management Studies, 12(3), 345
360.
Nneji, S.O., & Enudi, M.C. (2023). Job satisfaction, organizational culture, and productivity
in Nigerian banks. Journal of Applied Management and Investments, 12(2), 78–92.
Nworie, B.C., & Nwoye, M.I. (2023). Strategic cost management in Nigerian Deposit Money
Banks. Journal of Accounting and Taxation, 15(1), 34–48.
Nwosu, P., & Alabi, F. (2024). Integrating conflict management and service recovery: A case
study of a Nigerian bank. Service Industries Journal, 44(5–6), 467–485.
Nyong, M.O. (2017). Bank management and operational efficiency in Nigeria. University of
Lagos Press.
Obasan, K.A. (2021). The impact of conflict management on job satisfaction and retention in
Nigerian banks. Journal of Human Resource Management, 29(4), 56–70.
Obi, C. (2023). Conflict management systems and organizational health in Nigerian
banks. Nigerian Journal of Management Sciences, 11(2), 33–47.
Ofori, D., & Adu-Darko, E. (2023). Conflict management in sub-Saharan African banks: A
cultural perspective. Journal of African Cultural Studies, 35(1), 45–60.
Ofori, D., & Mensah, R. (2025). Dominating conflict management and turnover intentions in
Ghanaian banks. International Journal of Bank Marketing, 43(2), 334–350.
Ogunnaike, O.O., & Ogbari, M.E. (2008). Staff misconduct and service quality in Nigerian
banks. Journal of Social Sciences, 17(2), 135–142.
22
Ogunyemi, K., & Yusuf, T. (2025). The financial impact of conflict avoidance culture in
Nigerian Deposit Money Banks. Journal of Financial Services Research, 67(1), 89
105.
Ojo, A. (2022). Customer loyalty and service efficiency in the Nigerian banking
sector. Journal of Retailing and Consumer Services, 64, 102–115.
Oke, A.E., Ogunsami, D.R., & Aje, I.O. (2017). Cost management and competitive advantage
in
Nigerian banks. International Journal of Productivity and Performance
Management, 66(5), 678–694.
Okoro, C.U., & Agboufa, E. (2023). Collaborative conflict management and organizational
growth in Nigerian firms. Journal of Business and Industrial Marketing, 38(3), 567
580.
Oluwafemi, O.J., & Kifordu, A.A. (2023). Non-integrative conflict styles and organizational
discord in Nigerian workplaces. Journal of Management and Governance, 27(2),
511–530.
Oluwole, D.A. (2022). Employee turnover in Nigerian banks: Causes and
implications. African Journal of Economic and Management Studies, 13(1), 45–62.
Oluwole, D.A. (2024). Conflict management frameworks and organizational stability in
Nigerian banks. Journal of Organizational Change Management, 37(1), 112–130.
Oshogbunu, E.O., Adeyemi, S.L., & Ogunleye, G.A. (2022). Productivity measurement in the
service sector: A Nigerian perspective. International Journal of Productivity and
Performance Management, 71(4), 1234–1250.
Rahim, M.A. (2001). Managing conflict in organizations (3rd ed.). Quorum Books.
Reviewing the concepts of productivity management. (2024). Productivity Press.
Robbins, S.P. (2005). Organizational behavior (11th ed.). Prentice Hall.
Robbins, S.P. (2023). Essentials of organizational behavior (15th ed.). Pearson.
Ronquillo, J.C., Popa, A., & Rey, L. (2023). The Thomas-Kilmann Instrument in cross
cultural conflict management research. Cross Cultural & Strategic Management,
30(2), 234–256.
Shaheryar, M. (2016). Conflict management in financial institutions: A strategic
approach. Journal of Financial Regulation and Compliance, 24(2), 178–192.
Shonk, K. (2025). The handbook of conflict resolution: Theory and practice (4th ed.). Jossey
Bass.
Tetteh, S.E., & Obuobisa-darko, T. (2016). Managerial use of dominating conflict style in
high-pressure environments. Journal of Management Development, 35(7), 890–905.
Thomas, K.W. (1992). Conflict and conflict management: Reflections and update. Journal of
Organizational Behavior, 13(3), 265–274.
Thomas, K.W., & Kilmann, R.H. (2008). Thomas-Kilmann Conflict Mode Instrument. TKI
Profile Report.
Thomas, K.W., & Kilmann, R.H. (2021). An overview of the Thomas-Kilmann Conflict
Mode Instrument (TKI). CPP Research Department.
Thomas, K.W., & Kilmann, R.H. (2024). Thomas-Kilmann Conflict Mode Instrument:
Technical manual. CPP.
Thomas, K.W., & Kilmann, R.H. (2025). Conflict and collaboration: A leader's guide.
Berrett-Koehler.
Thomas, R., & Thomas, H. (2021). The dark side of goal-setting: Stress, ethics, and
creativity. Journal of Business Ethics, 168(3), 455–470.
ThriveSparrow. (2025). Measuring organizational productivity: New metrics for a new era.
ThriveSparrow Publishing.