Factors Causing Conflict and Solutions to Improve the Efficiency of Employees at an Islamic Bank in Thailand

Abstract

This article aims to achieve two main objectives: 1) to study and analyze the factors contributing to conflict and its resolution to improve employee efficiency at an Islamic bank in Thailand, and 2) to explore solutions to enhance employee efficiency at the same institution. Content analysis revealed the following: Organizational conflict stems from human differences, unclear operational systems, and a centralized structure. The organization addressed these issues through training, establishing communication channels, using Standard Operating Procedures (SOPs) and supporting technologies, and implementing decentralization and fostering transparency. This approach aims to enhance efficiency and reduce the gaps between employees. Solutions to improve efficiency at an Islamic bank in Thailand include promoting communication and developing personal skills, alongside developing leaders with high Emotional Quotient (EQ), implementing transparent feedback systems, and engaging in relationship-building activities. Work-related improvements should focus on systems and clear goals, utilizing technologies such as Customer Relationship Management (CRM), along with regular training and meetings. The structure should be decentralized to the branches, and communication during restructuring must be transparent. Employees should also be evaluated and trained to facilitate adaptation. Finally, the overall focus should be on fostering cooperation, reducing conflict, and enhancing organizational efficiency.