Case Study On Marriott hotel
Added on 2020-01-23
88 Pages29755 Words40 Views
Dissertation
ABSTRACT
It can be evaluated from the study that there are different ways through shich
conflicts within firm could be overcome. It is essential to identify the causes of
conflicts within workplace and thus improve their performance within firm.
Through providing training and development it helps in encouraging workers so
that business could improve their performance in market. Through identifying all
the causes of conflicts in workplace helps in evaluating the performance of
workers and enhance their performance level so that set targets could be attained in
an effective way.
It can be evaluated from the study that there are different ways through shich
conflicts within firm could be overcome. It is essential to identify the causes of
conflicts within workplace and thus improve their performance within firm.
Through providing training and development it helps in encouraging workers so
that business could improve their performance in market. Through identifying all
the causes of conflicts in workplace helps in evaluating the performance of
workers and enhance their performance level so that set targets could be attained in
an effective way.
Table of Contents
Title- To assess the causes of conflict in workplace and identify solutions to overcome them- a
case study on Marriott hotel.............................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Background...........................................................................................................................1
Main causes of conflicts in workplace.............................................................................................2
1.2 Problem statement.................................................................................................................3
1.3 Research aim.........................................................................................................................4
1.4 Objectives..............................................................................................................................4
1.5 Research questions................................................................................................................4
1.6 Significance of research........................................................................................................4
1.7 Structure of dissertation........................................................................................................4
CHAPTER 2: LITERATURE REVIEW.........................................................................................6
2.1 Introduction...........................................................................................................................6
2.1. Concept of conflict at the workplace...................................................................................6
2.2 Critical review analysis of theory .......................................................................................8
2. Key theories............................................................................................................................9
Impact of conflicts on organization performance ....................................................................11
Ways to prevent conflict ..........................................................................................................12
Approaches to resolve conflicts................................................................................................13
3. Conceptual framework..........................................................................................................14
Theoretical gap..........................................................................................................................16
Key contribution to the field of conflict management and workplace conflict.........................16
2.2 Causes of conflict in workplace..........................................................................................17
2.3 Ways through which conflict could be overcome...............................................................19
2.4 Impact of conflict among employees towards attaining organizational goals....................21
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................23
3.1 Introduction.........................................................................................................................23
3.2 Research philosophy...........................................................................................................23
3.3 Research design...................................................................................................................24
Title- To assess the causes of conflict in workplace and identify solutions to overcome them- a
case study on Marriott hotel.............................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Background...........................................................................................................................1
Main causes of conflicts in workplace.............................................................................................2
1.2 Problem statement.................................................................................................................3
1.3 Research aim.........................................................................................................................4
1.4 Objectives..............................................................................................................................4
1.5 Research questions................................................................................................................4
1.6 Significance of research........................................................................................................4
1.7 Structure of dissertation........................................................................................................4
CHAPTER 2: LITERATURE REVIEW.........................................................................................6
2.1 Introduction...........................................................................................................................6
2.1. Concept of conflict at the workplace...................................................................................6
2.2 Critical review analysis of theory .......................................................................................8
2. Key theories............................................................................................................................9
Impact of conflicts on organization performance ....................................................................11
Ways to prevent conflict ..........................................................................................................12
Approaches to resolve conflicts................................................................................................13
3. Conceptual framework..........................................................................................................14
Theoretical gap..........................................................................................................................16
Key contribution to the field of conflict management and workplace conflict.........................16
2.2 Causes of conflict in workplace..........................................................................................17
2.3 Ways through which conflict could be overcome...............................................................19
2.4 Impact of conflict among employees towards attaining organizational goals....................21
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................23
3.1 Introduction.........................................................................................................................23
3.2 Research philosophy...........................................................................................................23
3.3 Research design...................................................................................................................24
3.4 Research approach..............................................................................................................24
3.5 Research strategy................................................................................................................25
3.6 Data collection....................................................................................................................26
3.7 Sampling.............................................................................................................................26
3.8 Data analysis.......................................................................................................................27
3.9 Ethical consideration...........................................................................................................27
3.10 Validity and reliability......................................................................................................28
CHAPTER 4: DATA ANALYSIS................................................................................................29
4.1 Introduction.........................................................................................................................29
CHAPTER 5: CONCLUSION......................................................................................................41
5.1 & 5.2 Conclusion and recommendations............................................................................41
REFERENCES..............................................................................................................................43
APPENDIX 1.................................................................................................................................61
3.5 Research strategy................................................................................................................25
3.6 Data collection....................................................................................................................26
3.7 Sampling.............................................................................................................................26
3.8 Data analysis.......................................................................................................................27
3.9 Ethical consideration...........................................................................................................27
3.10 Validity and reliability......................................................................................................28
CHAPTER 4: DATA ANALYSIS................................................................................................29
4.1 Introduction.........................................................................................................................29
CHAPTER 5: CONCLUSION......................................................................................................41
5.1 & 5.2 Conclusion and recommendations............................................................................41
REFERENCES..............................................................................................................................43
APPENDIX 1.................................................................................................................................61
Title- To assess the causes of conflict in workplace and identify solutions to overcome them-
a case study on Marriott hotel.
CHAPTER 1: INTRODUCTION
1.1 Background
Workplace conflict is considered as the issue raised within management and workers or
between workers and workers. Thus, it is essential for organization to undertake effective steps
that would enable to overcome the issue and it has positive impact upon business performance in
international market. Therefore, businesses provides leaders or managers in order to handle
conflicts among diverse work groups so that they can tackle the situations of mistrust, lack of
cooperation and stress otherwise it would result into increase in employee attrition rate (Boddy,
2014). There are different set of issues that are faced within the firm and it is the responsibility of
the organization to make sure that there is proper monitoring of performance of workers and
identifying the issues that are faced by them. Workplace conflict is considered as the perceived
incompatibility within parties of their views and desires that each other holds. Hence, this
research outlines the causes of the conflicts within business as well as identify their solutions in
order to manage it and attain success. There are various types of workplace conflict within top to
lower management and thus it affects the business performance in negative manner. It is
essential for each and every organization to cooperate with workers and overcome inefficiency
so that sales and profitability can be raised. However, if there will be internal conflicts arising,
then it would impact the performance of firm in market and also brand image of firm will get
affected.
Further, conflicts are occurred among individuals because there are differences in
personalities that sometimes affects emotion and perception. Therefore, it is essential for every
worker to manage with each other and thus manage the conflict situation so that organization can
attain success. There are various causes that creates workplace conflicts such as internal conflicts
which are usually carried out by informal groups or conflicts such as rejection of work by
supervisors or criticizing work done (Goldberg, 2015). Thus, all such behaviour affects the work
of individual and creates conflicts among each other. Therefore, it is essential for management to
overcome such conflicts by providing them better solutions and thus improve their performance
so that improvement can be attained. However, there should be trust among workers when they
1
a case study on Marriott hotel.
CHAPTER 1: INTRODUCTION
1.1 Background
Workplace conflict is considered as the issue raised within management and workers or
between workers and workers. Thus, it is essential for organization to undertake effective steps
that would enable to overcome the issue and it has positive impact upon business performance in
international market. Therefore, businesses provides leaders or managers in order to handle
conflicts among diverse work groups so that they can tackle the situations of mistrust, lack of
cooperation and stress otherwise it would result into increase in employee attrition rate (Boddy,
2014). There are different set of issues that are faced within the firm and it is the responsibility of
the organization to make sure that there is proper monitoring of performance of workers and
identifying the issues that are faced by them. Workplace conflict is considered as the perceived
incompatibility within parties of their views and desires that each other holds. Hence, this
research outlines the causes of the conflicts within business as well as identify their solutions in
order to manage it and attain success. There are various types of workplace conflict within top to
lower management and thus it affects the business performance in negative manner. It is
essential for each and every organization to cooperate with workers and overcome inefficiency
so that sales and profitability can be raised. However, if there will be internal conflicts arising,
then it would impact the performance of firm in market and also brand image of firm will get
affected.
Further, conflicts are occurred among individuals because there are differences in
personalities that sometimes affects emotion and perception. Therefore, it is essential for every
worker to manage with each other and thus manage the conflict situation so that organization can
attain success. There are various causes that creates workplace conflicts such as internal conflicts
which are usually carried out by informal groups or conflicts such as rejection of work by
supervisors or criticizing work done (Goldberg, 2015). Thus, all such behaviour affects the work
of individual and creates conflicts among each other. Therefore, it is essential for management to
overcome such conflicts by providing them better solutions and thus improve their performance
so that improvement can be attained. However, there should be trust among workers when they
1
are working together and it helps in developing better performance and create healthy working
environment.
It is essential for management to handle workplace conflicts in a proper manner and to
develop strategies through which conflicts can be managed. However, workplace conflict need to
be managed within business and thus employees face several problems so that they can improve
their cooperation within workplace (Saundry and et. al., 2014). Management needs to undertake
effective practices so that it helps in releasing the stress of workers through involving them
within different workplace activities, management games etc. so that stress could reduce and
efficiency could be improved. Further, when any individual is dependent upon other workers
then workplace conflict could be overcome.
Main causes of conflicts in workplace
Each and every organisation is having some cause which can create a conflict in the work
place regarding to the work. These are barriers in the growth of the companies so they have to
work on them to remove them. It can be a many kind of like conflict in between the employees
and conflict between the employees and employers (Crowley, 2014). So here are some points
which are main cause of the conflict in the workplace in between the employees:
Poor communication: It is a main cause of conflict in between the employees, it creates a doubt
situation in between the employees regarding to their wo4rk which creates a conflict in between
them. It creates a difference in between the team members which makes a negative impact on the
productivity and as well as on the team sprite. It can reduce the team balance so management
have to take their focus on this to increase the communication level of them (Sonnentag, Unger
and Nägel, 2013).
Difference in between the employees: All of the team members are having some types of
differences which can be related with the work, performance, salaries and incentives. These are
some cause which makes a difference in between the employees and creates a conflict in
between them. Personal habits can also increase the conflict, some habits can irritate to others
which can makes a negative impact on the work place environment which is can impact on the
team performance (Lyons and Kuron, 2014).
Different values: Each and every person haves a different values which rules on their thinking
level and thoughts. It creates a difference in between the members. Mostly generation gap in the
employees makes a gap in the values and taking things positive and negative. Most of the old
2
environment.
It is essential for management to handle workplace conflicts in a proper manner and to
develop strategies through which conflicts can be managed. However, workplace conflict need to
be managed within business and thus employees face several problems so that they can improve
their cooperation within workplace (Saundry and et. al., 2014). Management needs to undertake
effective practices so that it helps in releasing the stress of workers through involving them
within different workplace activities, management games etc. so that stress could reduce and
efficiency could be improved. Further, when any individual is dependent upon other workers
then workplace conflict could be overcome.
Main causes of conflicts in workplace
Each and every organisation is having some cause which can create a conflict in the work
place regarding to the work. These are barriers in the growth of the companies so they have to
work on them to remove them. It can be a many kind of like conflict in between the employees
and conflict between the employees and employers (Crowley, 2014). So here are some points
which are main cause of the conflict in the workplace in between the employees:
Poor communication: It is a main cause of conflict in between the employees, it creates a doubt
situation in between the employees regarding to their wo4rk which creates a conflict in between
them. It creates a difference in between the team members which makes a negative impact on the
productivity and as well as on the team sprite. It can reduce the team balance so management
have to take their focus on this to increase the communication level of them (Sonnentag, Unger
and Nägel, 2013).
Difference in between the employees: All of the team members are having some types of
differences which can be related with the work, performance, salaries and incentives. These are
some cause which makes a difference in between the employees and creates a conflict in
between them. Personal habits can also increase the conflict, some habits can irritate to others
which can makes a negative impact on the work place environment which is can impact on the
team performance (Lyons and Kuron, 2014).
Different values: Each and every person haves a different values which rules on their thinking
level and thoughts. It creates a difference in between the members. Mostly generation gap in the
employees makes a gap in the values and taking things positive and negative. Most of the old
2
employees believes in the traditional values but younger generation does not believe on it. When
employees fails to accept these types of differences in them so it creates a difference in between
them (Gilin Oore, Leiter and LeBlanc, 2015).
Competition: Competition in between employees creates a demotivated environment in the
workplace which harm the productivity as well as proficiency of the workers. Along with this
they can not provide the qualitative services to the consumers as personal rivalry occurs among
team. In this managers of the company play a important role in resolving the conflicts and by that
they can provide best services to the consumers which helps in attaining the gaols and objectives
(Schmidt and et. al., 2014).
Conflicts in between the employees and employers:
Salaries and Incentives: Most of the conflicts can be occurs for the salaries and incentive. It is a
type of discrimination in the employees. So they have to make proper salary structure for the
employees to which can provide them proper satisfaction regarding to their services which they
are rendering for the employer. All of the employees have a tendency that their salaries have to
be credited on the right time. One more thing which is annual appraisal, bonus and increments,
these are some motivational factors which also may be a cause of conflict. So each and every
organisations have to use moral ethics in the appraisals and increment to reduce the risk of
conflicts towards the employees (Gerardi, 2015).
Work place benefits: Facilities which are given by the employers should be appropriate
according to the needs and demands of the employees. Safety equipments have to bes provided
by the employer to provide a security to the employees in the accidental situations. Facilities e.g.
drinking water, wash rooms, coffee, rest rooms have to provided appropriately by the employers
because it gives a motivation them and increase the loyalty of the employees towards to the
employers (Goetsch and Davis, 2014).
1.2 Problem statement
It is essential for management to overcome conflicts in the workplace and thus obtain
effective practices so that issues could be overcome. There are different issues being faced by
workers during working in organization such as personality differences of individual workers,
non-compliance of riles and regulations etc. The rate of performance gets negatively affected
when there are conflicts among workers, this is determined to be the main issue faced within
Marriott hotel. The quality of services and satisfaction level of customers gets reduced. Due to
3
employees fails to accept these types of differences in them so it creates a difference in between
them (Gilin Oore, Leiter and LeBlanc, 2015).
Competition: Competition in between employees creates a demotivated environment in the
workplace which harm the productivity as well as proficiency of the workers. Along with this
they can not provide the qualitative services to the consumers as personal rivalry occurs among
team. In this managers of the company play a important role in resolving the conflicts and by that
they can provide best services to the consumers which helps in attaining the gaols and objectives
(Schmidt and et. al., 2014).
Conflicts in between the employees and employers:
Salaries and Incentives: Most of the conflicts can be occurs for the salaries and incentive. It is a
type of discrimination in the employees. So they have to make proper salary structure for the
employees to which can provide them proper satisfaction regarding to their services which they
are rendering for the employer. All of the employees have a tendency that their salaries have to
be credited on the right time. One more thing which is annual appraisal, bonus and increments,
these are some motivational factors which also may be a cause of conflict. So each and every
organisations have to use moral ethics in the appraisals and increment to reduce the risk of
conflicts towards the employees (Gerardi, 2015).
Work place benefits: Facilities which are given by the employers should be appropriate
according to the needs and demands of the employees. Safety equipments have to bes provided
by the employer to provide a security to the employees in the accidental situations. Facilities e.g.
drinking water, wash rooms, coffee, rest rooms have to provided appropriately by the employers
because it gives a motivation them and increase the loyalty of the employees towards to the
employers (Goetsch and Davis, 2014).
1.2 Problem statement
It is essential for management to overcome conflicts in the workplace and thus obtain
effective practices so that issues could be overcome. There are different issues being faced by
workers during working in organization such as personality differences of individual workers,
non-compliance of riles and regulations etc. The rate of performance gets negatively affected
when there are conflicts among workers, this is determined to be the main issue faced within
Marriott hotel. The quality of services and satisfaction level of customers gets reduced. Due to
3
rise in conflicts within workplace it decreases the efficiency and productivity of workers (Van
Evera, 2013). Therefore, such issues needs to be identified so that Marriott hotel will be able to
deliver high quality services and rate of satisfaction can be raised. Thus, management needs to
identify conflicts in workplace and this way the rate of coordination that is required within firm
can be made.
1.3 Research aim
The aim of the present dissertation is “To assess the causes of conflicts in workplace and
identify solutions to overcome them- a case study on Marriott hotel.”
1.4 Objectives
To assess the causes of conflict in workplace.
To identify the ways through which conflict could be overcome within hotel.
To identify the impact of conflict among employees towards attaining organizational
goals.
To recommend conflict management strategies and maintain harmony within workplace.
1.5 Research questions
What are the causes of conflict in workplace?
What are the ways through which conflict could be overcome within Marriott?
How conflict among employees impacts upon attaining business goals?
What are the conflict management strategies that helps in maintaining harmony within
business?
1.6 Significance of research
The present study is effective in regard to identify the main causes of conflicts within
workplace and thus it impacts upon attaining business targets. Following are the main
significance of research which are as follows-
Present study is beneficial for PHD scholars and thus they could use the study to
understand different concepts and knowledge regarding conflicts. Further, they will also
be able to list out the strategies that are identified through which conflicts are solved.
Further, it also helps researcher to enhance their knowledge and imply the same concepts
in practical situations.
4
Evera, 2013). Therefore, such issues needs to be identified so that Marriott hotel will be able to
deliver high quality services and rate of satisfaction can be raised. Thus, management needs to
identify conflicts in workplace and this way the rate of coordination that is required within firm
can be made.
1.3 Research aim
The aim of the present dissertation is “To assess the causes of conflicts in workplace and
identify solutions to overcome them- a case study on Marriott hotel.”
1.4 Objectives
To assess the causes of conflict in workplace.
To identify the ways through which conflict could be overcome within hotel.
To identify the impact of conflict among employees towards attaining organizational
goals.
To recommend conflict management strategies and maintain harmony within workplace.
1.5 Research questions
What are the causes of conflict in workplace?
What are the ways through which conflict could be overcome within Marriott?
How conflict among employees impacts upon attaining business goals?
What are the conflict management strategies that helps in maintaining harmony within
business?
1.6 Significance of research
The present study is effective in regard to identify the main causes of conflicts within
workplace and thus it impacts upon attaining business targets. Following are the main
significance of research which are as follows-
Present study is beneficial for PHD scholars and thus they could use the study to
understand different concepts and knowledge regarding conflicts. Further, they will also
be able to list out the strategies that are identified through which conflicts are solved.
Further, it also helps researcher to enhance their knowledge and imply the same concepts
in practical situations.
4
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