Communication strategies in resolving conflicts between staff unions and university management: a case of University of Eldoret

Abstract

Conflicts present significant challenges in organizational contexts, particularly within universities, where tensions frequently arise between management and staff unions. Effective communication strategies are essential for mitigating such conflicts and promoting a harmonious work environment. The existing gap is reviled by insufficient focus on communication strategies in resolving conflicts between university management and staff unions within the Kenyan universities. This study set out to investigate the problem of recurrent and often prolonged conflicts between university management and staff unions at the University of Eldoret, which have been worsened by fragmented and reactive communication practices. The research aimed to assess the effectiveness of communication in conflict resolution and to propose improved strategies for dispute management. The specific objectives were to identify the types of conflicts occurring between university management and staff unions, explore the factors contributing to conflict escalation, evaluate current communication strategies; and recommend enhancements for effective conflict resolution. The study was anchored in the Onion Theory of Conflict Management and the Situational Crisis Communication Theory (SCCT), both of which emphasize addressing surface issues and under lying interests to promote sustainable resolution and protect institutional reputation. A mixed methods approach was employed, utilizing a case study design with an explanatory sequential strategy. Purposive sampling was used during the qualitative data collection phase, while simple stratified sampling was applied in the quantitative phase. From a population of 1,500 university employees, a sample of 125 was selected using Yamane’s formula, comprising representatives from University Management, the Universities Academic Staff Union (UASU), the Kenya University Staff Union (KUSU), and the Kenya Union of Domestic, Hotels, Educational Institutions, Hospitals and Allied Workers (KUDHEIHA). Quantitative data were obtained from 105 survey respondents (84%), and qualitative data were gathered through focus group discussions with 20 participants (16%) Data analysis involved descriptive statistics using SPSS (Version 26.0) for quantitative data and thematic content analysis for qualitative responses. Findings indicated that clear communication channels (23.4%) and open communication (22.5%) were perceived as the most effective strategies. Major sources of conflict included disputes over resource allocation, policy implementation, and working conditions. These were exacerbated by inadequate communication, delayed stakeholder engagement, and misaligned expectations. Existing communication strategies were found to be fragmented and reactive, contributing to mistrust and prolonged disputes. The study underscores the importance of transparent, timely, and empathetic communication in managing institutional conflicts. It recommends the adoption of structured communication frameworks, such as the Integrated Layered Crisis Communication Model (ILCCM), to enhance dialogue and collaboration between management and staff unions. Implementation of such strategies by universities is crucial for fostering institutional stability, effective governance, and academic excellence.