WORKPLACE CONFLICT MANAGEMENT AND SERVICE DELIVERY IN THE COUNTY GOVERNMENTS OF KENYA:

Abstract

The aim of this study was to examine the relationship between workplace conflict management and service delivery in the County Government of Uasin Gishu. In this study, The Contingency theory of Leadership, Resource Based Theory and Stakeholder Engagement Theory were used with the anchor theory being the Contingency theory of Leadership. The study was conducted using a descriptive research design, with a target population of 100 where census sampling was employed. Data was collected using questionnaires and analysed using descriptive and inferential statistics with the help of SPSS. The study results indicate that leadership styles, particularly transformational leadership, critically influence the effectiveness and efficiency of service delivery. The results also found that organizational culture enhances teamwork, a key factor in efficiency during service delivery. The study recommends that the county government of Uasin Gishu should prioritize transformational leadership training by organizing courses that would help the managerial staff set positive leadership behaviour and encourage the use of constructive feedback. It should also promote a positive employee-organization relationship by creating a positive working environment that will allow employees to be fully involved especially when making organizational decisions.