WORKPLACE CONFLICT, PERSONALITY TRAITS AS

PREDICTORS OF JOB PERFORMANCE AMONG NURSES IN

MARTINS E.O. (+234 7056316808)

CHAPTER ONE

INTRODUCTION

Background to the Study

In the world of work, there are not many things that are as widely acknowledged yet

largely misunderstood as the notion of job performance. It is such a large and nebulous concept

that many of researchers have their own ideas of what it is and what it looks like. This has also

been an issue in the field of industrial-organizational (I-O) psychology, where job performance

has undergone more than a few conceptualizations over the years. Job performance has been

defined as the overall expected value from employees’ behaviours carried out over the course of

a set period of time (Motowidlo, Borman, & Schmidt, cited in Bullock, 2013). This definition,

although fairly technical, includes specific ideas that are worth breaking down. Job performance

involves both "task performance" and "contextual performance" (Hordos, 2018).

Job performance especially when it relates to task is the actions that contribute to

transforming raw materials to goods and services, the things that are typically included in job

descriptions. Contextual performance is the behaviours that contribute to overall effectiveness

through supporting the social and psychological climate of the workplace. For instance, the
number of documentation a nurse take on a daily basis can be taken to mean task performance.

Her contextual performance rates how well she gets along with co-workers and patients, how

effectively he/she solves problems that affect the team or organisation and how he/she keeps

busy during slow periods. However, the deficiency in one’s performance is common in the

workplace, a situation that could lead to tension. But what predict job performance? According

to APA (2018) the predictors of job performance include; cognitive ability, brainpower,

creativity, leadership, integrity, attendance, cooperation and interpersonal skills. These traits are

differs across individual nurses an indication that individual differences can result to

misunderstanding in the workplace. This leads us to the issue of conflict in the workplace.

Conflict is inevitable in any institution, be it private or public. While the employees and

employer of labour thrive achieve the organizational objectives, disappointments, disputes and

conflict will surely arise. These conflicts manifest in form of bickering, backbiting, blames

shifting, gossiping and undermining of others. More specifically, modern organizations are faced

with the problem of agitations from under the guise of unions and labour issues at of all levels.

There are strikes actions, resignations, court actions and even the physical combats amongst co-

workers as a result of one grievances or the other. Co-worker's disputes, though common, are

dangerous because they involve delicate interpersonal relations that can explode and disrupt an office

and an entire company. Recent studies (e.g. Awan and Anjum, 2015) have shown that a negative work

environment that does not promote conflict resolution can result in poor employee behavior and job

performance.

Conflict can have a devastating effect on the performance of workers in an organization,

especially if it consumes the energies of employees rather than focusing on other productive

activities. Moreover, it can interfere with group process and create so much interpersonal hostility
that group members may not be willing to corporate together to achieve organizational objectives. In

addition, unresolved conflicts can lead to much worse contentions which engender more

controversies. A properly managed conflict promotes open communication, collaborative decision

making, regular feedback, and timely resolution of conflict. Open communication and collaboration

enhance the follow of new ideas and strengthen work relationship, which can have a positive effect

on employee morale and consequently enhance their performance (Ogaga, 2017). It is noteworthy

that a regular feedback and timely resolution of conflict has the potential of improving job

performance. With an effective approach, conflicts can revolutionize new ideas which can take

any organization to unprecedented heights regardless of their line of business. Conflicts can also

enhance the quality of decisions and also catalyze participation in group discussion (Ogaga,

2017). All these suggest that conflict is not in its entirety bad. In fact, it gives answers to

questions that need urgent attention.

In the hospital, workplace conflict is a common feature. Conflict management expert and

organizational psychologist David G. Javitch defines workplace conflict simply as tension which

offers benefits as well as disadvantages in the workplace (Sandiland, 2018). Wherever people work

together, conflict is likely to arise, and it presents a challenge to which management must respond

constructively. It is observed that when there is conflict among nurses, their mind will be disturbed,

and definitely it will have negative effect on their job performance.

There are broadly two kinds of workplace conflict: when people’s ideas, decisions or actions

relating directly to the job are in opposition, or when two people just don’t get along. The latter is

often called ‘a personality clash’. Personality clashes, on the other hand, are very rarely productive.

A clash may start with a dispute on business practices and escalate from there to mutual loathing, or

else the two people may simply have disliked each other from the beginning (Better Life Channel,
2018). This type of workplace conflict is bad for the health care organization, because it can lead to

downturns in productivity and increases in absenteeism. On an individual level, workplace conflict is

stressful and unpleasant for nurses. This anxiety may spill over into other areas of their life and

disrupt, for example, their personal relationships (Better Life Channel, 2018). This effect though

differs based on one’s personality. This aspect of conflict prompts this study to further elaborate on

the personality traits that could affect job performance of nurses. Recent study (Ogaga, 2017) has

also classified workplace conflict as follows: first is interpersonal conflict (that is conflict relating to

dislike among group members such as annoyance, frustrations, and irritation, Jehn, 2007). For

instance, where there is annoyance, employees cannot work harmoniously. This kind of

behaviour can make them to abscond from duties or result to absenteeism. Frustrated nurses can

also become redundant therefore affecting their performance in the workplace negatively.

Second is task conflict (that is conflict that is void of intense interpersonal negative emotions

more commonly associated with relationships, Amason and Sapienza, 2007).

Since there is high propensity of individual differences in the workplace, conflict can

arise as a result of the differences. An example is a nurse who in the course of his or her duty

was called to diagnose patients with transmittable disease. The task at hand is daunting though

challenging bearing in mind the consequences of being infected with the diseases. In this regards,

the nurse refuses to work with the sick clients. This kind of behaviour could affect job

performance of nurses negatively. The third is process conflict (controversies about aspect of

how task accomplishment will proceed, Jehn, Northeraft and Neaie, 2009). It is well known that

managers are happy when a task is accomplished, but often times, the ultimate objective of the

organization despite the numerous accomplishment is still very much emphasized. In pursuance

of the overall missions, health managers continue to mount pressure on the nurses to deliver the
best they could. The severity of these developments does not augur well for the nurses hence,

could affect their job performance.

It has been observed that in recent times, nurses in public hospitals have experienced

workplace conflict. The notion about these health personnel is that they are trained to cater or

treat patients in the hospital after the doctor has given instructions or diagnose. In other words,

the nurses work hand- in- hand with the doctors in the hospital. They are supposed to be caring,

kind and passionate about their job especially in saving life. In order to achieve these goals,

peaceful workplace is indispensable. In short, health thrives better only when there is a peaceful

working atmosphere to assist patients. By this, the nurses are motivated give the best treatment

they could at every stage of the healing process, and the patient in turn recuperate faster. On the

contrary, one would not expect these nurses gives their best when conflict thrives in the hospital.

This is because the conflict could hinder the nurses’ motivation and commitment thereby

affecting the patients’ health recovery. For instance, depriving nurses of their promotion or pay

as at when due could lead to a situation whereby they abscond from work or not taking their job

seriously. Workplace conflict can cause frustration, lack of interest towards work, humiliation

and shame as well as lead to psychological ailment among nurses. A nurse that is frustrated

cannot focus on his or her job. The mind will be disturbed such that they could desist from

contributing meaningfully to health of the patients. Nurses that are suffering from psychological

ailments have nothing good to offer the patients. They could even abuse and nag at the patients.

Nurses that are not regular on duty cannot carry out their duties towards the patients effectively.

Many studies show that workplace conflict is common among health workers due to their

working conditions (Hosseini, 2010, Lin and Chan, 2009). For instance the health of the nurses

can be affected by conflict and it can cause imbalance in their physical and mental state. It has
been observed that when nurses experience a long and persistent stress in the course of

discharging their duties, it can cause burnout. In the health care industry, factors such as clash in

shift work, high work pressure, and tussles with colleagues, haplessly viewing the suffering and

death of patients, and administrative-related issues are the major conflicts in the organization

(Embriaco, Papazian, Kentish-Barnes, Pochard and Azoulay, 2007). For instance, when job roles

are not clearly defined, it can lead to clash in shift for nurses on duties. Moreso, the health

directors or managers who hardly listen to the yearnings to delegate roles to make work easier

and put nurse in perpetual suffering are most likely to experience a revolt which could hinder job

performance in the organization. From personal observation, most nurses whether male or

female, old or young experienced workplace conflict in the hospital. The nurses can even be

either in the junior or senior cadre, in as much as they are saddled with similar roles, they are

bound to experience workplace conflict. For instance, there are cases whereby a nurse failed in

her responsibility, probably she did not report in time to the one that is to replace him or her in

the shift duty as a result of coming late to work. Just as this situation could lead to hatred

between nurses, the patients also are not left out in the context of the conflict facing the nurses in

the hospital. For example, a patient that is suffering from transmittable disease; the nurses may

not like to attend to such patient in time, rather she tried to shift the responsibility to another

nurse that will take over the duty. This kind of situation can give rise to conflict which is

regarded as task conflict. Process conflict can also come up among the nurses in an attempt to

carry out their duties. In the hospital, the nurse that is a victim can felt that the workload is much

on him or her, thereby resulting to disagreement and eventually it could lead to conflict. If the

situation is not properly controlled, job performance may be affected negatively. Symptoms that

appear as a result of workplace conflict are divided into 3 categories of physical, psychological,
and behavioural symptoms (Woods cited in Beheshti, 2015). Of these three, the psychological

effects seem to be more harmful. For instance, it is not an understatement that psychological

disorders cost more to heal because of the long process of recuperation involved, compared to

the physical and behavioural defects that could be easily overcome in a short while. Until the

early 80s, many psychological scientists believed that stressful events have a key role in

psychosomatic disorders. For instance, Holmes and Rahe (2009) found that life events are related

to the onset of the disease. Later psychological studies show that there are moderating factors

between conflicting workplace events and psychological disorders. For example, it is not out of

place to see workers being happy when they are been relieved after a hectic day at work.

Specifically, motivating the nurses can boost their morale and psychological wellbeing, and this

in the long run enhances their job performance. This psychological dimension brings us to the

concept of personality trait.

The word personality has its origin from the Latin word persona, which means mask

(Stevko, 2014). Various authors have come up with various definitions of personality. Srivastava

& Mishra (2016) define personality as the pattern of thoughts, feelings, social adjustments, and

behaviours consistently exhibited over time that strongly influences one's expectations, self-

perceptions, values, and attitudes . According to Pappas (2013) personality predicts human

reactions to other people, problems, and stress. Personality is a characteristic way of thinking,

feeling, and behaving. Personality embraces moods, attitudes, and opinions and is most clearly

expressed in interactions with other people. It includes behavioural characteristics, both inherent

and acquired, that distinguish one person from another and that can be observed in people’s

relations to the environment and to the social group (Wikipedia, 2017). Eysenck and Jurgen

(cited in Janjua, 2016) say that personality is a continuously developing unity. It is shaped by
environmental conditions, not animistic forces. While change is possible, it is not to be achieved

merely by verbal magic scientific thinking about personality requires that we have abandoned

evaluate, good-bad, moralistic concepts and study human beings with the same mature realism

that we have learned to use so objectively in the physical realm. One thing that al these

definitions above have in common is changing behaviours of individuals. This suggests that the

personality of person A might be quite different from that of person B, and that of person B

could be different from person C. It is this varying tendencies of individuals behaviours,

attitudes, dispositions and feelings that lead to the concept of personality traits.

Simply put, personality trait has to do with the inherent characteristics of an individual in

terms of their behaviour, feelings and outlook. Personality trait has been classified into five

dimensions or five factor models, which include: neuroticism, extraversion, openness to

experience, agreeableness, and conscientiousness (Enjezab, Faraj Khoda, Mojahed and Bokaei,

2004). Neuroticism refers to the tendency to experience anxiety, stress, depression, and low self-

esteem. Extraversion refers to the tendency of experiencing positivity and being assertive and

sociable. Flexibility is to show curiosity, pyrotechnics, wisdom, and innovation, and artistic

sensitivity. Agreeableness is the tendency to be polite, tactful, flexible and reliable, good-natured,

generous, tender-minded, and tolerant. Openness to experience is a measure of variability in a

person's imagination and urge for experiences. Conscientiousness is the tendency to be consistent,

determined, and thorough, and act according to plans (Enjezab, et al, 2004).

Though, people with neuroticism traits tend to be calm, but on the extreme are more

likely than the average individual to be moody and to experience such feelings as anxiety, worry,

fear, anger, frustration, envy, jealousy, guilt, depressed mood, and loneliness. Those with high

negative scores tend to be nervous, anxious, depressed, and insecure (Rothman and Contzer,
2003). Therefore, it is not out of place that nurses who have strong moody behaviour have

capacity to become more anxious. They often get worried over issues that could have been put

under control. Such nurses can easily get angry and become frustrated in the course of their job

therefore leading to poor performance. On the contrary, if the nurses were able to perceive

emotions, assimilate emotion-related feelings, understand the information of those emotions and

knowing how to manage them appropriately, they will perform well on the job. From

observation, there is tendency that nature of job a nurse does and the conditions attached could

make them to become anxious. Consider the case of a nurse that is being wrongly accused of

negligence that cost human life. Having penalized such personnel without proper protocol can

make the nurse to become anxious of what offence she or he has committed and wanting to know

who could have instigated him or her. This situation may not only make the nurse develop

tendency to become anxious, but depressed and feel dejected. This situation could lower job

performance among nurses.

It has been observed that nurses some while carrying out their duties respond worse to

stress such, as shouting at patients or other colleagues perhaps, they must have been facing some

challenges like managing excess task at a time. In cases, whereby nurses are compelled by

hospital management to disengage from any activity that promotes cohesion among their

colleagues, such nurses could be more likely to interpret the situations outside the ordinary (as

management must has perceived), seeing it as threatening and frustrating, which turn result to

their hopelessness. This prevalent situation of workplace conflict could hinder job performnbace

among nurses.

In regards to consciousness, in a detailed study, Sayyed, Mohamad and Sayyed (2012)

indicated that consciousness emotional stability influenced job recognition; also emotional
stability influenced job helping. Conscientiousness also influence motivation of workers, as well

as influenced job validity. This suggests that personality traits could influence job performance

of nurses as it gives them more recognition on the job, opens them up for assistance, makes their

job more valuable and valid. It has been found that extraversion dimension can be valid predictor

in social-related works such as sales persons and managerial jobs (Bing cited in Sayyed et al,

2012). The reference to social related works does not exclude the services rendered by the

nurses. Some researchers concluded that there are close relationship between reliability (one of

conscientiousness dimension) and job performance (Borman cited in Sayyed et al, 2012). These

findings could perhaps be true; as it has been rightly observed in the hospitals and even outside

the health care sector, that a determined and consistent worker will always outperform those who

take work unserious. When a nurse is consistent in taking health records, filing case histories for

patients who have been seriously violated or abused such as in the case of sexual abuse, such

consistency could facilitate follow up treatment. Such task could also direct the doctors who later

attend the patient assist them in providing appropriate and sympathetic follow-up care. Hence,

there could be a significant relationship between conscientiousness personality trait and job

performance among nurses in the public hospitals.

Research has shown that the agreeable workers such as nurses have plurality entity that is

suitable to public health institutions services jobs (Rothman and Contzer, 2003). For instance, it

has been observed that, nurses are often very optimistic. Even when situation at work is critical

especially in the case of very ill patient, they still go as far as predicting positive outcomes for

the relatives of the sick person. Though, the level of this positivity differs in nurses. This is

because all humans are not naturally born with same traits. As they grow, some tend to follow good

path while other follow bad path. No wonder, some nurses comes more often to check on their patients
than others will do. But there are instances whereby too much of tolerant give room for

wastefulness and disorderliness. For example, observation has shown that in some hospitals,

visiting patients do not exceed a certain number say 2 or 3, but while some nurses tend to permit

more people to visit patients due to their good nature and flexibility, it could lead to

disorderliness and in some cases, the patient become unstable.

On the other hand, a tolerant nursing staff in the hospital understands the magnanimity of

having passion to save lives. This is not to say that he or she does not tender-minded. In fact, this

is the least of qualities that would be expected of a nurse. Lending further credence to the

agreeableness of nurses, it is equally not out of place to consider that not all nurses in the public

hospitals have high curiosity towards their job. In fact, lacklusture attitude is a common feature

in this kind of parastatal due to poor monitoring and control. Though, quite a number of

intelligent nurses are also hired outside their establishment where they work. This suggests that

the level of flexibility one possessed could go a long way in influencing job performance in the

workplace. For example, having a team of nurses who have devise new ways of treatment that

has saved number of lives in the hospital is indeed a plus for the management. This shows how

well the innovations and artistic sensitivity of nurses could go a long way in enhancing job

performance. Hence, flexibility as a personality could be a predictor of job performance among

nurses in the public hospitals.

From observation, the tenderness of a nurse who treat with constant advice and feedback

on treatment is worth more than the harshness of the expatriate who care less of the patients’

plight. Therefore it is not surprising that polite nurses will do well on their job than those who

are not polite. In other words, nurses who possessed agreeable and conscientious personality
traits are expected to improve in their job performance. Hence, it is expected that the

agreeableness could mar and enhance job performance of nurses.

In respect to openness to experience, researchers have shown that openness influenced

job ability (Sayyed et al, 2012). In addition, it has been indicated that openness to experience has

close relationship with consulting jobs, and educational jobs (Barrick, Mount & Judge cited in

Sayyed et al, 2012). The hospital and nurses in being a consultant are not left out. They are not

excluded from these categories of professionals that are being consulted based on health grounds. In

the hospitals, while some seems to lack enough room for accommodation, others tend to be highly

sociable. The friendly attachment, warm reception and sociability from such nurses could go a long

way to enhance their job performance. It is has been observed that some nurses are very open to learn

or gain more knowledge from others who are experts. These nurses in no time become efficient in

their duties. For instance, a nurse who spent an average of 10 minute to get a patient on drip, after

series of education following up on an expatriate doctor could improve by taking nothing less than

5minute to fix the drip. But the nurses who refused to open or attach to someone ahead of him or her

in terms of experience could become redundant and even cause more health problem to the sick

patient.

Extraversion refers to the level of sensory stimulation with which one is comfortable.

The behavioural tendencies used to measure this factor according to Barrick & Mount include

being sociable, gregarious, assertive, talkative, and active (cited in Njoku and Ebeh, 2017). A

person who scores high in extraversion on a personality test is the life of the party. Individuals

high in extraversion on a career test have a tendency to seek out the company and stimulation of

other people. They enjoy engaging with the external world. These individuals thrive on

excitement, and are enthusiastic, action-oriented people. They like to be the centre of attention in
groups. People who are low in extraversion (Introverts) are less outgoing and are more

comfortable working by themselves or being alone. They are less involved in social activities,

and tend to be quiet and keep to themselves. An introvert does not require the external

stimulation that extraverts do require. From observation nurses that has extraversion trait are not

effective in their job, because of their talkativeness. They can be regarded as “busy body” as they

often interfere in other people’s affairs without seeking for their consent. This kind of nurses can

easily get distracted because of their way of life.

A considerable theoretical research showed the interaction between certain types of

workplace and personality traits (Hosseini, 2010). Among the important personality features the

five-factor model of personality is of interest to researchers (Beheshti, 2015). Today, many

researchers believe that the best conceptualization of personality has crystallized in the five-

factor model (Kjellstrom et al, 2009). Overall, studies have shown that there is a significant

relationship between personality traits and occupational consequences (Hosseini, 2010, Lin and

Chan, 2009). However, one study has reported the relationship between these variables as

inconsistent and weak (Jafari, Amiri Majd and Esfandiary, 2013). The occupational consequence

that is referred to in the former study is nothing but the job output (performance) of employees.

This performance is relative in that it differs among nurses. Hence, this study’s main objective is

to examine the workplace conflict and personality traits as determinants of job performance of

nurses.

Statement of Problem

Nigerian employees have been portrayed to have a generally poor attitude to work

(Arrey, 2013) with employees of both public and private organisations providing erratic and

increasingly poorer services to the general public (Suleiman, 2013). This problem may have
arisen from the varying dimensions or traits that characterized the individual employees. The use

of psychology in the workplace and accurate scientific findings in this field, in addition to

reducing work-related conflicts, can promote the performance of employees (Beheshti, 2015).

There is need to understand that though conflict could be harmful to the organization, but not in

its entirety. For instance, one having a clash with his or her boss could feel aggrieved while

working or carrying out his or her duty. But in the long run, the fact that a message has been sent

as regards the unfair treatment of leadership towards the subordinates could prompt a pay rise or

better still enhance mutual or cordial relationship. But it remains a fact that at the point of

increasing tension in the organization such as hospital, (coupled with the attempt to balance inter

role conflict: work family roles) possible dangers are inevitable (Majekodunmi, 2017). There are

positive and negative implications of workplace conflict. The negative effects which include

absenteeism, low retention and low productivity. This study implies that conflict in the

workplace could retard job performance in the hospital.

The public hospitals in Edo Central Senatorial District are not an exception. The nurses

have diverse personality traits which have been discussed in the background of this study. They

include conscientiousness, openness to experience emotional stability, extraversion and

agreeableness. Each of these or a combination influence job performance of nurses at varying

degree. While these differences could be attributed to the nature of nurse work and the

environment, it is not out of place that certain demographic features could serve as predictor of

job performance regardless of the personality traits of the nurses.

In a study conducted by Isa (2015), the researcher found that there are positive and

negative implications of workplace conflict. The negative effects which include absenteeism,

low retention and low productivity. This study implies that conflict in the workplace retard job
performance. Njoku and Ebeh (2017) investigated five personality traits – openness to

experience, conscientiousness, extraversion, agreeableness, and neuroticism as predictors of

organisational commitment among selected employees in Enugu. Result showed that only

openness to experience significantly predicted employees’ organisational commitment.

Conscientiousness, extraversion, agreeableness and neuroticism were not significant predictors

of employees’ organisational commitment. Though, commitment could not be said to be same as

job performance of nurses, but to an extent we agree that being committed to the job is most

likely to improve performance of nurses.

Although, several studies have been conducted on conflict and personality traits as

predictors of job performance, little or no research have been published using nurses as a case

study especially in Edo State, Nigeria. furthermore, there are little or no adequate statistical facts

(as at now) in literature to show the degree at which nurses in public hospitals are affected by

conflict, personality traits in relation to their job performance, hence, this type of research is

more timely.

Purpose of the Study

The aim of this study is to explore workplace conflict and personality traits as predictors

of job performance among nurses in public hospitals in Edo State– Nigeria. Specifically, the

study aim to achieve the following objectives:

Matrix Research, or call

+2347056316808
Significance of the Study

The findings of this study would be of immense benefits to stakeholders in the public

hospitals such as: hospital administrators, nurses, doctors, government, personnel managers and

researchers in the area of personnel psychology. It will add to the existing literature on

workplace conflict and personality traits as predictors of job performance among the nurses.

It would help the current and future generation to become aware of workplace conflict

and personality trait as predictors to job performance, and give insight on how to manage conflict

in workplace as to enhance job performance.

The findings of this study will ginger the hospital administrators to live up to expectation

and their responsibilities to the nurses by recognizing conflict behaviour whenever they see it

manifesting among the nurses and take appropriate step to stopping it from degenerating into

full-fledged conflict that can affect their job performance negatively in the hospital.

It is hoped that the result of this study will help any organization or workplace to discover

the personality traits that can affect job performance negatively or positively, depending on the

trait of the workers. Henceforth, such organization will put into consideration personality traits

during recruitment into the workforce.

highly needed in the hospital which can prompt the need to hire hospital psychologists/experts

that could help in managing workplace conflict, being that conflict in workplace can hinder job

performance to some extent.

The findings of this study would provide the personnel managers with insight into the

level of conflict among nurses and how it can affect their job performance. This knowledge

would also help in determining exhibiting and experience they are undergoing in the workplace.

The result of this study will make the general public learn how to avoid conflict and

improve on their personality traits, because personality though inherent, it can be changed as to

enable one to contribute positively to his or her place of work.

Scope of the Study

This study will be limited to all public hospital nurses in Edo State because there are

enough and more qualified nurses in public hospitals. Private hospital nurses are not included in

this study. It will investigate workplace conflict and personality traits among nurses in the public

hospitals as predictors to job performance. It will cover the level of workplace conflict among

nurses in the hospitals. The study will cover influence of the conscientious personality on job

performance. The study also will cover influence of the neuroticism personality on job

performance. Attempt will also be made to cover how the extroverts influence job performance

among nurses. The study will cover influence of the openness to experience personality on job

performance, and lastly, the study dwell on influence of the agreeableness personality on job

performance.
 To get the full project, Contact
Matrix Research, or call
+2347056316808. OR send an
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