Change Management and Organisational Development

The report discusses the impact of unplanned and emergent changes on Barnacle Bay Country House Hotel and recommends Rita to undertake a planned approach to change with organizational development approach. It also highlights the conflicts that Rita might face while implementing changes.

Change management and
organizational development

EXECUTIVE SUMMARY
Change management assists company to improve the changes over a business and
similarly, the entire study is based upon Barnacle Bay Country where the manager wants to
renovate its Peacock hall and this in turn assists to change the business performance. Here, both
emergent and unplanned changes can be implemented which in turn reflected that there is a need
to manage the change and create awareness among employees. Further, with the help of Kurt
Lewin change model, Rita is able to implement the change and by adhere with stages, employees
may easily accept it and change their behavior accordingly. However, there may be many
conflicts which might affect the changes and this in turn cause direct impact over the business
performance.

TABLE OF CONTENTS
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
Impact has unplanned and emergent changes had on hotel.........................................................4
Recommendation to Rita for undertaking a planned approach to change with organizational
development approach.................................................................................................................5
Conflicts might Rita face for implementing any changes............................................................7
CONCLUSION................................................................................................................................8
RECOMMENDATIONS.................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Change management is a systematic approach that helps to deal with transition of an
organization’s goal and technologies. The report is based upon a case study of Barnacle bay
Country House Hotel which is located on Scottish Coast. Study helps to understand the need of
changes within a company so that it helps in smooth running of a company. Further, the report
will describe the impact has unplanned and emergent changes had on a hotel by using an
effective theories and model. Further, report will recommend Rita for undertaking a planned
approach to change and describe conflicts that might be faced by Rita while implementing
changes.
Impact has unplanned and emergent changes had on hotel
Changes is significant systematic approach used by firm to make necessary changes in
order to grow and sustain in competitive environment. Planned and unplanned are two type of
changes that impact any organisation. In the context of the case study- Barnacle Bay Country
House Hotel, the company to sustain in business environment has adapted to necessary changes
such as secured substantially funding from the ban to finance the whole sale refurbishment of the
hotel. Along with this the hotel has also introduce new modern menu with the impact of Brexit
on company to meet the requirement for smarten up the standard of services and enhance its
overall profitability, market share and employee's satisfaction. (Unplanned Change and Crisis
Management., 2020).
Positive impact of change that has been adapted by the firm
 Encourages innovation with the firm: Likewise the change will contribute in
encourages the firm to adopt innovation so that it can cope up with the changing dynamic
of the business environment. Along with this, changes will motivate employees to bring
creative ideas for the firm thus help organization in improving productivity as the its
service to satisfy the customer needs and demand.
 Helps in motivating employees moral: Change in organization will boost moral of the
employee, as change will provide company with the smooth environment. Moreover, if
the employees see that firm is fastly adapting new change then it encourages the positive
attitude among them. Thus, it will contribute in satisfied team members and overall
development of the hotel.

 Contribute in making optimum utilization of opportunity: It also provides
organisation with new business opportunities such as use of digital technology to
smoothly promote its task. Likewise, social media marketing help organization in
promoting their services globally. Moreover, it helps hotel in knowing the taste of the
customer and contributes in providing services according to the client. Furthermore, it
will result in growth of the firm and expansion of business in competitive market.
 Enhance brand image: The brand image of the hotel also increase due to innovative
changes made by the firm to cope up with the external environment and sustain its
business. It has result in satisfying the customer by providing new services like robotic
staff and clean environment to them. Thus, these services will improve the brand image
of the firm in the competitive market.
 Increase customer satisfaction: The change in the organization will help firm in
satisfying the customer because the employee are highly motivated and ready to provide
the good quality of services to the customer. Thus, change will help hotel in enhancing
their sales and profitability.
Negative impact
 Employees resistance: It leads in employee's resistance as they are not ready to accept
the change and feel less optimistic, are more worried about their future. Thus, it will
majorly affect the retention issues and recruiting new candidates that are ready to work
for growth and expansion of company in hospitality sector.
 Increase overall cost of the company: The new change will affect the operational cost
of the firm such as buying new technology like robotic staff, personalized room, or the
cost of training such as workshops, seminars. As this cost the company a thousand
dollars. Thus, it affects in lowering down the company growth to certain extent (Al-
Asoufi and Akhorshaideh., 2017).
Recommendation to Rita for undertaking a planned approach to change with organizational
development approach
In order to implement the change in effective manner, it is suggested to Rita to use Kurt
Lewin model that helps to aware the employees regarding the change when needed. This model
also assists Rita to aware the employees with regard to change that can be implemented within a
company. Such that, there are three stages of Kurt Lewin which are as mentioned below:

Unfreeze: It is the first change which involves an organization to accept the change so
that company is operating in better manner (Kurt Lewin change management model, 2020).
However, in the context of present scenario, Rita also wants to renovate the area of Hotel that
help to improve the overall performance of employees. So, by applying this stage, Rita create
awareness among employees and make them able to accept the changes. Here, communication
plays an important role in order to get proper support and involvement of a people.
Changing: This is also known as stage of transition because employees are accepting the
change and make them able to done things in new ways. In this, changes are actually
implemented and with the help of effective planning, Rita can also encourage employee to
participate within a decision making process. Similarly, in the context of adopting new changes
within Barnacle, Rita conduct an open session in order to let all employees understand about the
importance of changes and need for the same (Galli, 2018). Though there are many negative
effect can be determined by implementing the change and this might affect the results in adverse
manner.
Refreezing: It is the last stage, where employees are completely accepted the changes and
also accepted the same as their part of life. As a result, they are changing themselves and also
started accepting new behavior that assists company to generate the best outcomes. If the results
will be positive, then Rita can offer rewards and other monetary benefits to their employees
which in turn assists to maintain a long term relationship with them (Valenzuela, Aguilar-
Villarreal and Moreno-Sánchez, 2019). Thus, it helps to create a positive impact over the
business and further generate the best outcomes.
Overall, it can be stated that to implement the change in an effective manner, Rita must
use Kurt Lewin change model as a planned approach which in turn entails about the steps that
can be taken by business in order to improve the changes. However, Rita should proper
communicate to their employees regarding the changes in order to accept the same immediately
for company’s growth (ERRIDA, LOTFI and SEMMA, 2018). However, on the other side, it has
been analyzed that Rita must comply with approaches pertaining to organizational development
which includes system approach, where leader of a company wants to implement the changes by
analyzing the problem. Through this, company is able to improve their employee’s performance
and also generate the best outcomes by focusing upon goals. Thus, a sense of identity is

generated among employees which in turn helps to raise the knowledge and improve results
further. Overall, it can be stated that by complying with a change management tool, Rita can
implement the change and also generate the best outcomes which in turn causes a positive impact
upon a business.
Conflicts might Rita face for implementing any changes
Resistance- In Barnacle hotel Rita may face the resistance conflicts because when they
hire new staff the old staff will not easily contribute them to dictate something about the
cleanliness or kitchen. Resistance is unexpected because it comes with any simple conversation
and feedback. Sometimes existing employees not able to accept their fault in front of new staff
members, it may create the biggest conflicts within all department. People encourage vigorously
to aggressive member on whatever issues created in the group (Basnyat, Carr and Lovelock,
2021). Leader should fear to rest of employees to not to join them in their unnecessary
conversation. When any issue arises manager should be alert to find solutions because everyday
conflicts may disturb customer and highlighting the fault towards hotel in competition market. It
also creates problem in further planning process.
Uncertainty and fear- When Rita implementing new strategies regarding peacock hall,
there may many conflicts such as staff member not able to understand the strategies. It may
create uncertainty in terms of employees like they may leave job anytime, so this problem may
influence other staff as well. On that situation, Rita will plan other strategies to implement in
Peacock hall. The money and resources that already been used by Rita will waste, and she will
start from first again. Uncertainty like Covid-19 also disturb the whole hotel industry, there are
so many staff members already leave their job because of pandemic it may create big losses to
company. Fear arises from an unplanned situation in hotel; in some cases, Rita predicts the
outcome that results may stay unrevealed. Sudden changes in the socio-structural circumstances
lead to anxiety and fear among hotel staff. Research also reveals that fluctuations create amongst
among the masses and compel people to take harsh decisions such as self-harm.
Error in communication- There may be communication errors that disrupt Rita's
strategy as she hires new training and development team for providing training to existing
employees. Communication barriers will arise in such a way like, employees not listen the
manager and interrupt the speaker again and again (Iannuzzi and Sacchetto, 2020). It results in

delays and wastage of time of manager, Rita might get frustrated with employees and would be
become part of the conflicts. In this situation staff might poorly communicate with the guest that
affect the productivity of the hotel. It, the employees not follow any hierarchy regarding good
communication it may lead miscommunication between all of them including manager and
customers. They may mislead customer in terms of technical difficulties like improper Wi-Fi
connection and many more. Staff rivalry may missed the important message regarding guest of
Peacock Hall. Improper use of telephone also make hurdles in hotel because it is not possible to
go by stairs or lift to convey the message to customer (Wood, 2020). Communication will
breakdown in order to personal problem of staff members. This obstacle may reduces the
productivity of Hotel and Peacock Hall.
CONCLUSION
By summing up above report it has been concluded that change within a company can be
consider as a good source in term of flow of money and create awareness among employees.
Through the study, it has been evaluated that unplanned changes might affect the result whereas
emergent change support company to realign with a changing environment. That is why, Rita
must follow emergent changes within a business that assists to improve he behavior and can
convert Peacock hall into a large stately home. Further, by complying with Kurt Lewin change
management model, Rita also let their employees aware with changes and also implement
change where employees are also accepting the change. Lastly, study concluded that there are
many conflicts faced by Rita while implementing change which includes resistance among
employees, uncertainty and fear, error in communication that needs to be managed.
RECOMMENDATIONS
Through the above, it has been analyzed that Rita might face many conflicts while
implementing the change and to improve the same, different suggestions are as mentioned
below:
 Rita must conduct open session for her employees where all the staff members can
discuss the things openly and this in turn create a sense of belongingness among them.
Through this, the chances of conflicts minimized and this in turn cause positive impact

over the business and change can be implemented successfully (Rosenbaum, More and
Steane, 2018).
 Further, it is also recommended to Rita to conduct a training session for their employees
so that they can easily understand about the change and its need within a company. The
training can be held according to the suitability of employees so that they make them
aware and start accepting the change within a business.
 Moreover, it is also suggested to Rita to use effective channel of communication in order
to minimize the errors between employees because it might create hurdles in the
implementation. Therefore, hierarchy can be made that assists to create a collaboration
between employees and let them understand about the need of changes too.

REFERENCES
Books and Journals
AlManei, M. and et.al., 2018. A conceptual lean implementation framework based on change
management theory. Procedia cirp.(72). pp.1160-1165.
Basnyat, S., Carr, N. and Lovelock, B., 2021. Labour, necessity-induced (im) mobilities, and the
hotel industry: a developing country perspective. Journal of Sustainable Tourism. pp.1-
17.
ERRIDA, A., LOTFI, B. and SEMMA, E., 2018, November. Measuring change management
performance: a case study of a Moroccan construction company. In 2018 IEEE
International Conference on Technology Management, Operations and Decisions
(ICTMOD) (pp. 206-213). IEEE.
Galli, B. J., 2018. Change management models: A comparative analysis and concerns. IEEE
Engineering Management Review. 46(3). pp.124-132.
Galli, B. J., 2018. Change management models: A comparative analysis and concerns.IEEE
Engineering Management Review.46(3). pp.124-132.Al-Asoufi, B. B. and
Akhorshaideh, A. H. O., 2017. The impact of employee empowerment on the success of
organizational change: a study in privatized enterprises in Jordan. Journal of Public
Administration and Governance.7(1).pp.87-101.
Iannuzzi, F. E. and Sacchetto, D., 2020. Outsourcing and workers’ resistance practices in
Venice’s hotel industry: The role of migrants employed by cooperatives. Economic and
Industrial Democracy, p.0143831X20960227.
Rosenbaum, D., More, E. and Steane, P., 2018. Planned organisational change management:
Forward to the past? An exploratory literature review. Journal of Organizational Change
Management.
Valenzuela, J. R. P., Aguilar-Villarreal, A. Y. and Moreno-Sánchez, D. U., 2019. Meta Change
Management: Creating Productive and Continuous Initiatives at a Multinational Brewery
Company. In Emerging Frontiers in Industrial and Systems Engineering (pp. 325-340).
CRC Press.
Wood, R. C., 2020. Perspectives on hospitality industry trade unionism in the UK and beyond.
Research in Hospitality Management. 10(2). pp.137-147.
Online
Kurt Lewin change management model. 2020. [Online]. Available through:
<https://www.mindtools.com/pages/article/newPPM_94.htm>.

Unplanned Change and Crisis Management., 2020. [Online]. Available through
<https://link.springer.com/referenceworkentry/10.1007%2F978-3-319-20928-
9_748#:~:text=Unplanned%20Change%20%E2%80%93%20Organizational%20changes
%20that,and%20learning%20from%20emergency%20incidents>.