An investigation into the obstacles to the effective use of internal dispute resolution system: A case of Civil Aviation Authority of Zimbabwe

Abstract

The study sought to investigate the barriers to effective use of internal dispute resolution system at CAAZ. The study was necessitated by the disturbing trend towards externalization of labour cases at CAAZ and yet there is a high monetary cost involved when cases are externalized. The problem of strained industrial relations may also become dominant resulting in high risk labour relations environment and counter- productive culture. The study sought to achieve why the internal grievance procedure is failing to ensure that cases are resolved internally at CAAZ, to determine why the disciplinary procedure is failing to ensure that cases are resolved internally, to identify the role of organizational culture in dispute resolution and to establish the role of organizational culture in dispute resolution at CAAZ. Literature review relevant to the topic was undertaken.

The research philosophy adopted for the study was phenomenology and the design was qualitative approach. The research subjects were nineteen respondents which constituted of five managers, five workers’ committee members, seven employees and two human resources personnel. The researcher used primary and secondary data collection methods. The research instrument used to collect primary data was an interview guide whilst the use of documentary review was done as a secondary data collection method.

From the research findings, it was concluded that the internal dispute resolution at CAAZ had failed due to lack of knowledge of the disciplinary and grievance procedure, inconsistent application of the code of conduct, inappropriate culture in the organization, lack of trust between management and employees and the dual and bureaucratic structure. In light of the research findings it was recommended that the organization should conduct intensive induction programme on the code of conduct, the code to be applied consistently, to create a culture of trust and to review the organizational structure. The recommended areas for further studies included the role of corporate governance in internal dispute resolution, the role of workers’ committee in internal dispute resolution and the role of trade unions and collective bargaining in internal dispute resolution.