WORKPLACE CONFLICTS IN PUBLIC ELDERY CARE HOMES An Exploration of Employee Experiences of Workplace Conflicts and the Role of Cross-Cultural Differences.

Abstract

Abstract Essay/Thesis: 30 hp Programme: Strategic Human Resource Management and Labour Relations Level: Masters /Second Cycle Semester/year: Spring /2017 Supervisor: Thomas Jordan Examiner: Anna Peixoto Report No: xx (not to be filled in by the student/students) Key words: Workplace conflicts, cultural differences, public elderly residential home Purpose: The purpose of this study is to explore employees’ experiences of conflicts in elderly care homes to identify, describe and analyze what causes conflicts among employees in the elderly care, with specific emphasis on the potential role of cultural differences. This aim is pursued through a twofold objective. First, to explore triggers of conflicts in the elderly care. Secondly, to explore what role, if any, cultural diversity plays in collaboration and conflicts. Theoretical Framework: The theoretical framework is based on two understandings. First that multiple factors trigger conflicts and these could be tackled if attention is focused on developing robust collaboration cultures at work. Secondly that culture could play a role in the occurrence of conflicts hence understanding diverse cultures at work is necessary. Two theoretical models, namely Jordan’s theoretical framework for analyzing workplace conflicts and Hofstede’s cultural dimensions are used to understand, interpret and explain data collected regarding workplace conflicts. Methodology: A qualitative study based on participant observation combined with indepth open-ended interviews that take a narrative and interpretative approach. Narratives of 15 interviewees with 3 or more years of work experience and field notes in a culturally diverse elderly care home in the public sector were studied and analyzed. Results: In meeting the purpose, this study has revealed that individual characteristics (like personality, attitudes, behaviors), relationship characteristics (like work load, task distribution, informal leadership and communication) and system conditions to be responsible for emergence and reoccurrence for conflicts. It further reveals that cultural differences come with misunderstandings and aids in escalation of trivial matters into workplace conflicts.