Conflict Management Strategies: Doc

Research project

Table of Contents
TITLE:- ...........................................................................................................................................1
CHAPTER 1: INTRODUCTION...................................................................................................1
Overview of research..................................................................................................................1
Background of research...............................................................................................................1
Rationale of research...................................................................................................................2
Research aim...............................................................................................................................2
Research Objectives....................................................................................................................2
Research questions......................................................................................................................2
Gantt Chart..................................................................................................................................2
CHAPTER 2: LITERATURE REVIEW.........................................................................................4
The concept of conflict management..........................................................................................4
Influence of conflict management over employees performance...............................................4
Relationship between conflict management strategies and reduction in labour turnover...........5
CHAPTER 3 RESEARCH METHODOLOGY..............................................................................7
CHAPTER 4: DATA FINDINGS, ANALYSIS AND DISCUSSION...........................................9
CHAPTER 5: CONCLUSION, RECOMMENDATIONS AND ANTICIPATED LIMITATIONS
........................................................................................................................................................19
Conclusion.................................................................................................................................19
Recommendations.....................................................................................................................19
Limitations................................................................................................................................19
REFERENCES..............................................................................................................................21

TITLE:-
“To identify the impact of conflict management strategies to reduce labour turnover in the
organisation.” A case on Holiday Inn
CHAPTER 1: INTRODUCTION
Research is consider as the process of creative as well as systematic undertaking of work
to enhance the knowledge by perform in-depth evaluation over that topic. It work toward
systematic inquiry for explaining, predicting and controlling the observed phenomenon (Rahim,
2017). The current investigation is on conflict management strategy which is considered to be
most essential part of an organisational practices which directly affect its performance. For
performing this investigation, Holiday Inn hotels will be considered.
Overview of research
Conflict are the basic part of an organisation as while working together there are lots of
issue that get created between employees which generates the situation of dispute that are
required to be managed. This help in keeping employees motivated toward their job and maintain
positive working environment. Hence, conflict management is considered as the process of
making strategies in order to resolve the issues between employees. This help in creating positive
working environment which further contribute toward aligning the efforts of employees in
direction of accomplishing goals and objectives (Nelde, 2017). As when the conflicts get arises
between employees then it negatively affect group dynamics which directly influence their
performance. This research is based on a hotel chain named as Holiday Inn which is based in
Denham, United Kingdom to determine strategies that Holiday Inn is using for conflict
management and manner in which it help in reducing labour turnover.
Background of research
Holiday Inn is a British brand of hotels which founded in year 1952 and headquartered in
Denham, UK. It maintain a chain of hotels throughout the world and considered as largest hotel
chain globally. It deals in offering several services such as lodging, food, meetings, conventions,
accommodations and many more. The Holiday Inn hotel maintains a chain of around 1173 active
hotels as well as around 214000 bedrooms which help it in catering the services to larger
customer base. But the customer satisfaction is possible only with the high quality of services
that employees offers to them (Sucher and Cheung, 2015). Hence it is very crucial for Holiday
1

Inn to keep its employees motivated toward their work which only become possible when
employees get a healthier working environment (Einarsen and et. al., 2018). For this the
management must focuses toward employees retention by formulating effective conflict
management strategies which ensures proper employees satisfaction at workplace.
Rationale of research
The main rationale behind conducting this investigation is to learn about the various
strategies that are adopted for conflict management. In addition to this it also support in
enhancing knowledge regarding the impact of conflict management over reduction in labour
turnover. By performing this investigation researcher would be able to enhance knowledge
regarding tools and techniques that are used for performing investigation effectively (Ali, 2015).
Research aim
“To identify the impact of conflict management strategies to reduce labour turnover in the
organisation.” A case on Holiday Inn
Research Objectives
 To learn about the concept of labour turnover
 To determine the influence of conflict management over employees in Holiday Inn.
 To ascertain the relationship between conflict management strategies and reduction in
labour turnover of Holiday Inn.
Research questions
 Explain about the concept of labour turnover?
 Describe about the influence of conflict management over employees?
 What is the relationship between conflict management strategies and reduction in labour
turnover?
Gantt Chart
It is a tool which help in graphical representation of activities that will be performed
throughout the investigation along with time taken by them for completion (Hwang and et. al.,
2014). Gantt chart support in guiding the employees in right direction in order to timely
completion of investigation.
2

3

CHAPTER 2: LITERATURE REVIEW
The concept of conflict management
According to Paul McKinney (2019), Conflict management refers to that technique which
helps to identify and handle the disputes sensibly, fairly and efficiently. Conflict is a natural part
of every business, it is important for every organisation to employ those people understand
conflicts and know how to deal with them. Conflict management is an essential part as it may
lead the organisation in lower productivity and decreased morale of the personnel. To manage
conflicts an organisation is required to establish a team consisting of member who are highly
skilled and knowledgable and are able to form rules and regulation in order to reduce the level of
conflicts. The main aim behind conflicts management is to enhance the employees performance,
employee retention etc. Conflicts is necessary to be resolved to build strong relationship between
their member, employers and subordinates.
People experience conflict with other persons, in teams or in groups, as well as between
larger entities, departments, organizations, communities, and countries. The main loss of
conflicts for the organisation is loosing of the employee which increase their labour turnover
rate. Labour turnover defined as the movement of the employees into and out of the organisation.
A high rate of labour turnover is warning for the management so the management needs to
concentrate on the manage the conflicts within the organisation. The main reason of employees
leaving the organisations are dissatisfaction, poor management, unhealthy workplace and many
others. It is essential for the management to improve their organisation situations and
environment so they employees are inspire to sustain in the organisation for a longer period of
time. Furthermore, too lower rate of labour turnover is also very risky for the organisation. So,
the organisation should concentrate on maintaining the balance in their labour turnover rate.
Influence of conflict management over employees performance
According to the Beryl Akoth (2017), Most organisations want to achieve best level of
performance from their employees. But that is not necessary that the workplace situations are
always in their favour, sometimes various conflicts might be occur in the organisation. It is
important for the people to understand that how these conflicts can resolve. The purpose of this
study is to be understand the impact of conflict management on the employees performance of
the Holiday Inn. In the organisation various conflicts might arises like reduce productivity,
4

discrimination issues, work insecurity, conflicts with customers, conflicts between the manager
and subordinated etc. As Holiday Inn is working in the hospitality industry, so they have to face
high competition in the market. In this situation conflicts can impact the employees performance
either in the positive or negative manner.
Management needs to adopt those techniques and ideas which them to reduce the
negative impact of conflicts on the performance of the employees performance. The effective
conflict management can enhance their employee’s performance in many ways. For this, they
should organise various training and motivational programs in the area of conflicts management
so they able to create a supportive working environment for the employees. Moreover,
management needs to interact with the employee so the employee can convey them their ideas,
problems and opinion regarding to the production. In addition, conflict management maintain a
positive relationship between the managers and employees which positively impact on the
employees performance. Conflicts management create healthy environment in the organisation
which motivates the employees to be more productive which helps the Holiday Inn to increase
their brand value and profitability. These efforts will reduce the conflicting situation in the
organisation and improve the employees performance. It will positively effects on the employees
performance as the management of the organisation seems to be engaging in the improving of
the conflicts. The management should be sensitive toward the conflicts and made effective
communication channels to facilitate an improvement in conflict management so they able to
enhance the employees performance and motivates them towards to accomplishing the goals and
objectives of the organisation.
Relationship between conflict management strategies and reduction in labour turnover
According to the Mr. Patrick Girukwayo (2018), it is defined that conflicts tends to have
negative impact on the both the individual and the organisation. It is badly impact on the
employees performance because conflicts results dissatisfaction, depression, and hopelessness. If
the employees of Holiday Inn are not satisfied from them then it leads the them in a downfall
position. It is must for the management of the Holiday Inn to make those strategies for the
conflicts which help them to retain their employees for long period of time. Conflicts
management and labour turnover has positively interrelate with each other. Labour turnover
includes addition and isolated of employees. In reference to Addition indicates employed of
employees whereas, isolated indicates termination of employees because of deaths, resignation,
5

discharges, crisis, dissatisfaction etc. The high rate of turnover is very harmful for the
organisation because of some reasons.
These reasons includes constantly changes in the workplace affect the overall capacity of
the firm, the amount of training which is provided to the employees who are leaving is waste,
new joiner need sometimes to be adjusted in the organisation which result loss of productivity.
The management of Holiday Inn can reduce these rates by adopting various conflicts strategies
which help them to retain their employees in the organisation. There are various strategies which
can apply by the management includes accommodating, avoiding, collaborating, competing, and
many others. By adopting these strategies in their organisation they can resolve the conflicts
issues from their organisation and also can reduce their labour turnover rate. These strategies
helps them to liming the negative impact of conflicts on the labour turnover rate. The aim of
adopting these strategies is to enhance the motivates the employees, increase the overall income,
create a healthy environment and improve the organisational activities. The organisational goals
of increasing employee retention and reducing employee turnover will be successfully achieved
by implementing these strategies in the organisation.
6

CHAPTER 3 RESEARCH METHODOLOGY
Research methodology is considered as most essential part of an investigation where a
detail description regarding several tools and techniques that are used for investigation are
mentioned (Ling and et. al., 2015). This help researcher in identifying the way in which
information can be gathered, arranged, evaluated and interpreted in effective manner. The tools
and techniques used in this investigation is mentioned below:
 Research philosophy:- It is refers to the set of beliefs which help in identifying the
nature of concept which is being investigated. Research philosophies are of two type i.e.
interpretivisim and positivism. The interpretivism is a philosophy where data is basically
evaluated as per the view point of researcher (Kumar, 2019). On the other side positivism
philosophies is basically limited to interpretation and data collection in an objective way
which is based on factual knowledge. In this investigation interpretivism philosophy will
be used as it help in exploring the information more effectively.
 Research approach:- It is consider as most essential part of investigation and are
basically of two type i.e. inductive and deductive approach. These both the approaches
support in analysing problems effectively that are related with particular topic of
investigation. Inductive approach is one which focuses toward creating a new theory
from emerging data (Han, Kim and Jeong, 2016). On the other side deductive approach
is one which creates hypotheses as per existing theories and work over proofing them
right or wrong. For this investigation, inductive approach will be used as the
investigation is based on qualitative research.
 Type of investigation:- There are basically two type of investigation such as qualitative
and quantitative. The qualitative investigation is one which focuses toward gathering data
in detailed and theoretical manner (Bresler and Stake, 2017). But the quantitative
investigation is one that which gather information about particular issue in numerical and
statistical manner for representing adequate facts. For present investigation qualitative
method will be used which provide a theoretical framework for in-depth evaluation.
 Source of data collection:- For performing a research data is gathered from two major
source such as primary and secondary (McCusker and Gunaydin, 2015). The primary
method involve gathering of fresh information that has not been used in any manner
previously using methods like questionnaire, survey, interview etc. But secondary
7

method is one in which information is presented by taking it from some authentic sources
such as books, journals, published articles etc. that is already researched by someone else
(Fletcher, 2017). In this investigation both the methods will be used where primary data
is collected using questionnaire and secondary information gathered with the help of
literature review.
 Sampling:- It refers to the process of selecting a group of respondents that can represent
whole population. Sampling is performed using two techniques such as probabilistic and
non-probabilistic sampling (Powelson, 2015). The probabilistic approach is one in which
respondents are selected as per the choice of researcher, but in non-probabilistic approach
respondents are selected on random basis which reduce chances of biasness. For
conducting this investigation 40 respondents will be selected that are employees of
Holiday Inn using non-probabilistic approach.
8

CHAPTER 4: DATA FINDINGS, ANALYSIS AND DISCUSSION
Data analysis is define as the systematic flow of investigation where information
collected, evaluated and interpreted in appropriate manner. Data analysis plays a crucial role in
investigation as it provides data which get evaluated as per thematic analysis so that conclusion
can be extract effectively.
Questionnaire
Q1. Are you aware about the concept of conflict management and its influence over
organisational performance?
a) Yes
b) No
Q2 What kind of impact does conflicts at workplace have over other employees working ?
a) Inappropriate working quality
b) Employees dissatisfaction
c) Increase in Labour turnover
Q3 What is the impact on performance of team due to conflict management?
a) Increase in employee's involvement
b) Positive employee relationship
c) Enhanced productivity
Q4 Is there any role of management of Holiday Inn to deal with conflict among workers?
a) Yes
b) No
c) Can't say
Q5 What are the key parties get affected due to conflicts among workers at Holiday Inn?
a) Customers
b) Competitors
c) Management
Q6 What are the main reasons of conflict among employees of Holiday Inn?
a) Negative behaviour of management
b) Work pressure
9

c) Improper remunerations
d) Competition at workplace
Q7 Which of the following strategy is best to deal with conflicts among workers?
a) Accommodating
b) Avoiding
c) Collaborating
Q8 What are the benefits of implementing conflict management strategies for Holiday Inn
?
a) Maximum employee satisfaction
b) Staff retention
c) positive working environment
d) Enhanced productivity
Q9 Recommend the ways through which conflicts among employees can be managed at
Holiday Inn
Theme 1: The concept of conflict management and its influence over organisational
performance
Q1. Are you aware about the concept of
conflict management and its influence over
organisational performance?
Frequency
a) Yes 30
b) No 10
10

a) Yes b) No
0
5
10
15
20
25
30
30
10
Frequency
Interpretation:- The conflict management is a crucial practice for every organisation as
it directly connected with the employees satisfaction and motivation toward job which in turn
also influence of organisational performance. By investigating over this it has been found that 30
out of 40 respondents are aware about the concept of conflict management and manner in which
it influence the performance of organisation. Apart from this, another 10 respondents are not
clear about the impact that conflict management have over the performance of organisation. This
is because it directly doesn't represent the actual impact of conflict management over
organisational performance as it can't be measure much quickly.
Theme 2: Impact of conflicts at workplace over other employees
Q2 What kind of impact does conflicts at
workplace have over other employees
working ?
Frequency
a) Inappropriate working quality 10
b) Employees dissatisfaction 20
c) Increase in Labour turnover 10
11

a) Inappropriate working quality
b) Employees dissatisfaction
c) Increase in Labour turnover
0
2
4
6
8
10
12
14
16
18
20
10
20
10
Frequency
Interpretation:- Conflicts that are present at workplace have a direct influence over the
employees whether they are involved or not in such issues which in turn also affect their
performance at workplace. As per the above mentioned data it can be interpret that 10 out of 40
respondents believes that conflicts at workplace leads to inappropriate working quality. On the
other side 20 respondents believes that increase in conflicts at workplace leads to employee
dissatisfaction as it creates a negative image of management in their mind. Despite of all these,
10 respondents out of 40 state that labour turnover is the major impact of conflicts. This is
because conflicts at workplace creates a mental pressure over employees which in turn leads to
increase in labour turnover.
Theme 3: Impact on performance of team due to conflict management
Q3 What is the impact on performance of
team due to conflict management?
Frequency
a) Increase in employee's involvement 20
b) Positive employee relationship 10
c) Enhanced productivity 10
12

a) Increase in employee's involvement
b) Positive employee relationship
c) Enhanced productivity
0
2
4
6
8
10
12
14
16
18
20
20
10 10
Frequency
Interpretation:- Conflict management have a direct influence over the performance of
team as it weak up the team dynamics which doesn't allow its members to work proper
coordination. By performing investigation over it has been interpreted that 20 out of 40
respondents said that conflict management increase the employee's involvement within the team
practices as proper management of issues creates understanding among members. On the other
side 10 respondents said that regular management of conflicts help in creating a positive
relationship among employees. Despite of all this 10 respondents said that effective management
of conflicts help in enhancing the organisational productivity as satisfied employees put more
efforts toward their quality of work. Hence from the above presented information it can be
interpret that majority of people believes, proper management of conflicts help is keeping
customer satisfied and more engaged in the work of organisation.
Theme 4: Role of management of Holiday Inn to deal with conflict among workers
Q4 Is there any role of management of
Holiday Inn to deal with conflict among
workers?
Frequency
a) Yes 25
b) No 10
13

c) Can't say 5
a) Yes b) No c) Can't say
0
5
10
15
20
25
25
10
5
Frequency
Interpretation:- From the above mentioned information it can be interpret that 25 out of
40 respondents believe that management of Holiday Inn plays a crucial role in dealing with the
conflicts that may arise among workers. This is because they are responsible for judging about
which factor is most favourable in a particular issue and also responsible for the settlement of
problem. On the other hand 10 respondents said that management doesn't plays a major role in
conflicts among employees until it affect the operations in any manner. Despite of all this 5
respondents said that conflicts among worker sometimes involve management and sometimes
not as per the kind of conflicts that workers are facing.
Theme 5: The key parties get affected due to conflicts among workers at Holiday Inn
Q5 What are the key parties get affected
due to conflicts among workers at Holiday
Inn?
Frequency
a) Customers 10
b) Competitors 10
14

c) Management 20
a) Customers b) Competitors c) Management
0
2
4
6
8
10
12
14
16
18
20
10 10
20
Frequency
Interpretation:- Conflict that get arises at workplace have a huge impact over the
performance of employees which in turn directly influence several parties who are connected
with Holiday Inn. By performing investigation it has been interpreted that 10 out of 40
respondents state that conflict among employees directly influence the performance of employee
which in turn affect the customers as the quality of work get reduced. On other side 10
respondents said that competitors get affected as conflicts among employees open up the chances
for rivalries to attract high skilled employees at their workplace. But 20 respondents said that
management get affected by conflicts among employees as it become harder for them to keep
another employees satisfied.
Theme 6: Main reasons of conflict among employees of Holiday Inn
Q6 What are the main reasons of conflict
among employees of Holiday Inn?
Frequency
a) Negative behaviour of management 10
b) Work pressure 10
c) Improper remunerations 10
15

d) Competition at workplace 10
a) Negative behaviour of management
c) Improper remunerations
0
1
2
3
4
5
6
7
8
9
10
10 10 10 10
Frequency
Interpretation:- There are number of factor present at workplace which leads to increase in
conflicts at work place. Through the investigation performed, it has been found that 10 out of 40
respondents said that behaviour of management is the main reason which creates conflict at
Holiday Inn workplace. On the other side 10 respondents said that work pressure is that major
factor behind increase in conflicts at workplace. Despite of all this 10 respondents said that
improper remunerations policies creates dissatisfaction among employee which in turn increase
the conflicts among management. But another 10 respondents said that competition among the
employees is the major factor that creates conflicts among employees.
Theme 7: Strategy best to deal with conflicts among workers
Q7 Which of the following strategy is best to
deal with conflicts among workers?
Frequency
a) Accommodating 20
b) Avoiding 10
c) Collaborating 10
16

a) Accommodating b) Avoiding c) Collaborating
0
2
4
6
8
10
12
14
16
18
20
20
10 10
Frequency
Interpretation:- As per the above mentioned information it has been interpreted that 20
out of 40 respondents said that accommodating is best strategy to resolve conflict as it focuses on
identifying reason and then resolving issues. On the other side 10 respondents said that avoiding
is the best strategy to resolve the conflicts. Burt 10 another respondents said that collaboration
among employee with the help of some event or other activity is consider to be the best medium
for resolving conflicts.
Theme 8: Benefits of implementing conflict management strategies for Holiday Inn
Q8 What are the benefits of implementing
conflict management strategies for Holiday
Inn ?
Frequency
a) Maximum employee satisfaction 10
b) Staff retention 12
c) Positive working environment 10
d) Enhanced productivity 8
17

a) Maximum employee satisfaction
c) Positive working environment
0
2
4
6
8
10
12
10
12
10
8
Frequency
Interpretation:- As per the above mentioned information it can be interpret that 10 out
of 40 respondents believes that conflicts management help in maximising the employee
satisfaction at workplace. But 12 respondents said that staff retention is the main advantage that
holiday inn will get after implementation of conflict management. But 10 respondents said that
positive working environment will be the major benefit of conflict management
implementations. Despite of all this 8 respondents believe that conflict management support in
enhancing productivity.
18

CHAPTER 5: CONCLUSION, RECOMMENDATIONS AND
ANTICIPATED LIMITATIONS
Conclusion
From the above mentioned information it can be summarised that conflict management
have a direct influence over the performance of organisation at marketplace. This is because
conflicts at workplace creates a negative image of management in front of employees which
creates dissatisfaction among them and it then results into reduction in quality of work as well as
increase in employee turnover. By performing investigation it has been found that majority of
people are agree with the fact that conflict management at workplace benefit the organisation by
maximum employee satisfaction which in turn help in retaining staff for longer duration. In
addition to this it also help in creating a positive working environment which help in motivating
employees toward their work that results into productivity enhancement.
Recommendations
Holiday Inn operates at global level and maintain a large number of hotels throughout the
world that require management to maintain a base of high skilled workforce that support hotel to
achieve competitive advantage marketplace. But for this proper management of employees is
very essential as conflicts among them may let down the performance of Holiday Inn. Hence,
following recommendations are provided for the effective implementation of conflict
management strategies:
 There must be regular evaluation of employees performance as well as their experience at
workplace in order to determine the issues they are facing so that it can be addressed on
timely manner and dis-satisfaction among them can be minimized.
 Proper events must be arranged so that employees get socialised with other staff members
and be able to maintain positive relationship with them which help in avoiding conflicts
so that positive working culture can be maintained
Limitations
The current investigation performed is a broader concept which required more
information to represent the findings much effectively. But the major limitation of this
investigation is that time provided for performing research was very limited and employees have
more working pressures because of which they are not available to respond. This is because
19

questionnaire is used which saves time of both researcher as well as respondents by providing
information much quickly. But if researcher have more time for investigation then interview can
be used as an alternative method which support in getting more detailed information as it involve
one to one interaction.
20

REFERENCES
Books & Journals
Ali, S. H., 2015. Ethnic relations in Malaysia: Harmony & conflict. Strategic Information and
Research Development Centre.
Bresler, L. and Stake, R. E., 2017. Qualitative research methodology in music education. In
Critical Essays in Music Education (pp. 113-128). Routledge.
Einarsen, S. and et. al., 2018. Climate for conflict management, exposure to workplace bullying
and work engagement: a moderated mediation analysis. The International Journal of
Human Resource Management. 29(3). pp.549-570.
Fletcher, A. J., 2017. Applying critical realism in qualitative research: methodology meets
method. International Journal of Social Research Methodology. 20(2). pp.181-194.
Han, H., Kim, W. and Jeong, C., 2016. Workplace fun for better team performance: Focus on
frontline hotel employees. International Journal of Contemporary Hospitality
Management. 28(7). pp.1391-1416.
Hwang, J. and et. al., 2014. The impact of occupational stress on employee's turnover intention
in the luxury hotel segment. International Journal of Hospitality & Tourism
Administration. 15(1). pp.60-77.
Kumar, R., 2019. Research methodology: A step-by-step guide for beginners. Sage Publications
Limited.
Ling, L. and et. al., 2015. Availability management of hotel rooms under cooperation with
online travel agencies. International Journal of Hospitality Management. 50. pp.145-
152.
McCusker, K. and Gunaydin, S., 2015. Research using qualitative, quantitative or mixed
methods and choice based on the research. Perfusion. 30(7). pp.537-542.
Nelde, P. H., 2017. Language conflict. The handbook of sociolinguistics, pp.285-300.
Powelson, J. P., 2015. The Institutions of Economic Growth: A Theory of Conflict Management
in Developing Countries. Princeton University Press.
Rahim, M. A., 2017. Managing conflict in organizations. Routledge.
Sucher, W. and Cheung, C., 2015. The relationship between hotel employees’ cross-cultural
competency and team performance in multi-national hotel companies. International
journal of hospitality management. 49. pp.93-104.
Online
Mckinney. P. 2019. What Is Conflict Management. [Online] Available
through:<https://study.com/academy/lesson/what-is-conflict-management-definition-
styles-strategies.html>
Olang, Akoth. B. 2017. The Influence of Conflict Management on Organizational Performance
[Online] Available
through:<http://erepo.usiu.ac.ke/handle/11732/3191;jsessionid=B91D77168B53B592D
5859FC95C749991>
Girukwayo. P. 2018. WORKPLACE CONFLICT. [Online] Available
through:<http://humanitaires-vivre-pour-une-humanite.over-blog.com/2018/10/subject-
2-workplace-conflict-effects-of-conflicts-at-workplace-part-2.html>
21