Effects of Staff Conflicts and Diversity on Human Resource Management and the Organization

Effects of staff conflicts and diversity on Human Resource Management and the
Organization
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Title: Effects of staff conflicts and diversity on Human Resource Management and the
Organization
EXECUTIVE SUMMARY
Workplace conflicts has been a major topic of debate in business in the era of rising
globalization. This is because it impacts the efficiency and productivity of the workforce of any
organization. Issues regarding workplace are one of the major concerns followed by workplace
conflict among the employees of the organization. In this scenario, the human resource function
holds major responsibility for the benefit of the employees of an organization. It helps in
developing the planning the procedures and policies concerning the diversity and equality issues.
However, debates on how human resource function could act as the main driver for changing the
issues related to conflict and equality within the organization still exists. The paper thus attempts
to highlight the issues related to conflict among the employees that affect the human resource
management of Hanger Café.
Aim
To examine the ways for managing the conflicts among the staff and their effects on the
human resource management of the organization.
Objectives
 To identify the major factors that are causing conflicts among the employees of the
Hanger Café
 To assess how management of Hanger Café adopt to the diversity.
 To examine the impact of the diversity on the staff relationship in Hanger Café
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For carrying out the study, a qualitative type of investigation had been done focusing on both
the primary and the secondary data. For conducting this particular study, a total number of 12
employees including the 3 managers and 3 cooks and 5-floor employees and 1 cleaner of the
Hanger Café have been selected for gathering information. The data or the information have
been collected by one to one interview sessions with the employees of the café and the by the
help of the questionnaire method that has been distributed to the employees in the organization.
Thematic analysis has been used for in-depth analysis of the findings that have been derived
from the primary and the secondary data.
The findings of the study state some of the major issues that influence the conflict rates that
furthermore enhances the HRM practices within the Hanger café. Some of the recommended
strategies that have been suggested in the research paper include HRM strategies that need to be
developed for decreasing the conflicts among the members, focused training with the external
facilitators that are needed for the achievement of the higher level of the productivity from the
members of the organization in a shorter time. One of the major recommendation that the
research suggest is the propagation of diversity among the organization. Owing to these, it has
thus been suggested that there should be some of the major emphasis regarding the affirmative
actions and the policies related to the equal employment for ensuring the workplace diversity
management and the advantages of the opportunities of the diversity by the facilitation of the
enabling of the environment.
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Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................6
1.1 Background.......................................................................................................................6
1.2 Overview of Hanger Café.................................................................................................6
1.3 Research problem..............................................................................................................7
1.4 Research Questions................................................................................................................7
1.5 Research aim and objectives..................................................................................................8
1.6 Structure of the report............................................................................................................8
CHAPTER 2: LITERATURE REVIEW.......................................................................................10
2.1 The theoretical review.........................................................................................................10
2.2 Main factors creating conflict in the HRM practice of Hanger Café..................................12
2.3 Diversity and HRM practices..............................................................................................14
2.4 Conceptual framework.........................................................................................................16
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................17
3.1 Research methodology.........................................................................................................17
3.2 Research approach...............................................................................................................17
3.3 Sampling..............................................................................................................................18
3.4 Data collection.....................................................................................................................18
3.5 Data analysis........................................................................................................................19
3.6 Ethical consideration...........................................................................................................20
CHAPTER 4: RESEARCH FINDINGS.......................................................................................21
4.1 The demographic profile – Qualitative............................................................................21
4.2 The Quantitative results....................................................................................................25
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CHAPTER 5: DISCUSSION........................................................................................................37
CHAPTER 6: RECOMMENDATIONS.......................................................................................41
CHAPTER 7: LIMITATIONS AND CONCLUSION..................................................................44
7.1 Limitations of the researcher...............................................................................................44
7.2 Conclusion...........................................................................................................................44
REFERENCES..............................................................................................................................46
APPENDIX....................................................................................................................................52
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CHAPTER 1: INTRODUCTION
1.1 Background
Conflicts and workplace diversity issues in the organization focuses on the similarities and
the differences that employees bring in their employment organization. It is basically the melting
pot or a stew. The increasing rate of diversity issues of the workforce has been one of the most
essential challenges of management towards the emerging era. Initiated in the year 1980s, in the
United States, the issues related to the diversity and workplace conflict among the employees
came in light. According to the reports, mostly the traditional minority groups like the people of
dark color, women consist of the bigger portion of the labor force facing the challenges and the
issues related to diversity. Researches furthermore included the instances regarding the model of
diversity management after several decades of the minority and discrimination policy of the
United States (Sadgrove, 2016). The affirmative actions and the opportunity of the equal
development for the rectification of the past discrimination was the main aim for the
development of the structures of the policy which is still not fruitful towards effective application
in the current scenario. Diversity in the broader aspect is generally defined as the understanding,
accepting and valuing the differences among the people in respect to the domain of class, age,
gender, mental ability and status of the public assistance. As per the insight of Gajjar and
Okumus (2018) in the research, diversity as one of the essential and integral feature related to
individual differences and the recognition of the differences that the employees of the
organization are not homogenous and tends to focus on the multiplicity of the differences on the
basis of the factor of diversity.
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1.2 Overview of Hanger Café
Located in the heart of the city of Melbourne, the Hanger Café brings one of the electric
menus as per the international platform with a wide variety of food and finest Schibello coffee in
a relaxed environment that is family friendly across various stores of Melbourne. CBD F214, 201
Spencer Street, Docklands, VIC 3008, the café is located right above the southern cross station
over the outlet of Spencer. The café is one of the most popular Cafés in the center of the city's
heart since it is one of the café offering the experience of fine dining and live piano music
experience within the café for the customers. The Café is furthermore famous for the meal menu
of $10. One of the other factor that makes the Café, the most unique among the others is that
they offer delicious steak for $10 as well.
1.3 Research problem
Social issues leading to conflicts and challenges of diversity are the rising factors affecting
the productivity of the organization. The issue of the indifference and diversity that creates
barriers in communication and language is an important challenge in the current decade. This is
because it is hampering the environment of the workplace at the Café. The evidence of the
problem lies in the lack of coordination among the kitchen and the waiter’s staff that is very
much crucial for smooth functioning in the Café. The research targets to recommend some of the
factors for the improvement of the current scenario and the implementation of the new ideas and
effective utilization of the factor of diversity for the promotion of new perspectives to reboot
team performance and reduce conflicts. The main research problem that will be discussed
through this assignment is the challenges of diversity at the workplace that is affecting the
organization.
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1.4 Research Questions
 What are the major factors that are causing conflicts among the employees of the Hanger
Café?
 How does the management adopt to the diversity?
 What is the impact of the diversity on the staff relationship in Hanger Café?
1.5 Research aim and objectives
The objectives and the aim of the research are as follows:
Aim
The aim of the research paper to analyze the major factors that are affecting the human
resource practices of the Hanger Café.
Objectives
 To identify the major factors that are causing conflicts among the employees of the
Hanger Café
 To assess how management of Hanger Café adopt to the diversity.
 To examine the impact of the diversity on the staff relationship in Hanger Café
1.6 Structure of the report
The study of the research will be beneficial for both the employer of the café and the
employees in the café since the mutual respect among the employees of the organization tends to
accelerate the marketing opportunities, the productivity and the improvement of the image of the
business and creativity. The research report will be structured with the following characteristics.
The report will contain a brief overview of the abstract, an essential introduction including the
background of the study, the overview of the café, the research aim and the statement of the
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problem. The next chapter will contain a thorough literature review regarding the topic of the
impact of the conflict and the diversity issues towards the human resource management of the
organization. This will be followed by the methodology of research, findings, and analysis of the
collected data. The final chapter will include recommendations and conclusion to the research
study.
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CHAPTER 2: LITERATURE REVIEW
This particular chapter reviewed both the empirical and theoretical review of the
literature concluding a summary and a conclusion and with the identification of the research gaps
and finally the outline of the conceptual framework. The material and the source of the literature
that were used are from the textbooks, the dissertations, the scholarly journals, thesis and
conference paper.
2.1 The theoretical review
The study includes some of the main theories of the diversity including the self-
categorization theory, the social identity theory, the informed decision-making theory, the
Ibrahim Maslow theory and standpoint theory
Social Identity and Self categorization theory:
In the field of the cognitive social psychological theory, this theory postulates that how the
people tend to classify themselves in some of the social categories shaping the ways of the
interactions towards their own identity and other groups. According to Chelladurai and Kerwin
(2017), social comparison is prevalent in the practice of the process that the people generally use
for the evaluation of themselves with the effective comparison of the members of their group
with the others. The social identity theory is the benchmark that illustrates the factor of the self-
categorization that exists when the people stereotype themselves by the attribution of behaviors,
attitudes and some of the other attributes with the members of the particular group.
Informational and decision making theory
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The theory as suggested by Guillaume et al. (2017) suggested the scenario that more of the
distinct individuals are more aware of themselves regarding what they will be. The basic concept
of the theory involves the arrangements regarding the power-sharing towards which the
workplace influence is shared among the individuals who are unequal in the hierarchy. The
theory projects the context of the group affiliation with which one carries some of the common
interest.
Attraction Selection Attrition Theory
As per the Ashikali and Groeneveld (2015) the individuals are normally attracted to the
organizations that include the members with the values that are similar to their own results. In
most of the cases, the practice of the selection and recruitment are carried out by the initial
attraction of the employees to the organization. The context of the Attraction relies on a
bidirectional procedure that is generally carried out after the initial interaction with the
employees of the organization. The Attraction Selection Theory is totally relevant to this
particular research since it illustrates selection, attraction, and retention of the employees by the
organization and is basically supported by the Bratton and Gold (2017) and his research which
furthermore claims that the attraction, selection, and retention by the organization is applicable
for the retention of those people who tends to share their values.
Maslow’s Hierarchy
The theory by Abraham Maslow is one of the most famous or popular theories of
motivation among the current practicing leaders and managers of the organization. In case of the
organization from the domain of the restaurant and the café chain, this model is thoroughly used
for the effective explanation of the factors impacting the productivity and the human resource
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management of the organization. As per Voegtlin and Greenwood (2016) employees of a
restaurant or a café are generally motivated by their floor managers towards the satisfaction of
the fie of the basic types of the needs that include the social, self-actualization, physiological,
safety and esteem. According to Junni et al. (2015), these needs are generally framed in the
hierarchy regarding the essentiality. The theory of the Maslow tends to alert the managers
regarding the danger regarding the unsatisfied needs that tend to dominate the attention of the
employees and furthermore influence towards conflicts among them which finally results in
discrepancies in their behavior and production at the workplace.
The study classifies the theory of motivation by Maslow since it is closely connected to
the area of the study and aims towards the proactive gain of the opportunities and minimization
of the challenges regarding the diverse workforce for the achievement of the competitive edge of
the organization furthermore impacting the management of the human resource of the
organization in discussion.
2.2 Main factors creating conflict in the HRM practice of Hanger Café
Goh, Ilies, and Wilson (2015) illustrated that the factor of the conflicts raised from
diversity has been seen in some of the various demographic differences in the workforce. The
author of the research stated that the workforce of the United States is more diverse racially and
the women in the category of the labor force are much more in number.
Lussier and Hendon (2017) illustrated that one of the most essential models of the HRM
practices followed in the restaurant and café organization is the Harvard Model which tends to
work as the strategic map for guiding all the managers of the organization regarding their
connection and relation with the employees regarding the hard and the soft aspect of the HRM.
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Another model as suggested by Peretz, Levi, and Fried (2015) which focuses on the practice of
the HRM is the Michigan Model. As per this model, the selection, development of the appraisal
and the rewards are generally geared towards the organizational model where the factors such as
the diversity and conflicts play a major role.
Demographic Factors
According to Amaram (2007), the workforce demographic diversity is basically the
changes regarding the composition of the age of the employees, their education, their gender and
their background which throw up some of the significant HR challenges like the gender issues,
workforce diversity in the workforce. The demographic mix in the workforce that has recently
become highly diverse includes age demographics, gender demographics, disabilities or
capabilities. According to the insight of McKay and Avery (2015), there has been an increased
demand for the high skilled jobs in the market and the demand for more skill sets within the
required job role. The employees of the organization in any of the domain of the industry need to
get expertise in communication, computer and customer handling skills. Hence the HRM has to
ensure training of the employees followed by retaining and development of their activities. High
globalization and technological advances have led the employees to be more demanding
regarding the demand for the greater autonomy at the workplace along with the expectations
regarding the career, social status, and self-esteem.
Cultural Factors
The cultural diversity is one of the major issues in the case of diversity management.
Dwertmann, Nishii and Van Knippenberg (2016) defines the term as the differences among the
employees of the organization in the term of race, ethnicity, religion, gender, nationality and
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other social dimensions that are generally marked by the discrimination, prejudice, and
oppression. Bailey et al. (2018) explain three of the types of organization that focus on the
development of diversity in the culture. These include the multicultural organization, the plural
organization and the monolithic organization.
According to Wilton (2016), the country of the United States is a youth-oriented culture
that has yet not come to the terms with the changing demographics. As per the report of the
Bureau of the labor statistics, there lies some of the cultural bias towards diversity management.
Tjosvold, (2017) illustrated and pointed out some of the approaches for the understanding of the
diversity management that are often taken negatively.
Furthermore, another factor that can be illustrated under the cultural diversity at the workplace is
the male-dominated corporate culture
2.3 Diversity and HRM practices
The increase in the diversity of the neighborhoods and the workplaces tend to present one
of the unrelenting demands for the effective interaction among the diverse people throughout.
The individual tends to experience notions of diversity and the concept of the management of the
diversity together with the ideals, the matters since they are not being addressed in case of the
recruitments but also after the recruitments.
In the series of the comparative studies as per Guerci et al. (2015), the International
Labour Organization evaluated that the initiatives of the diversity training and the anti-
discrimination for the protection of the non-locals are some of the general factors that need to be
raised in the consideration of the awareness of the problem related to the ethnic and the racial
discrimination. Further research by Marchington et al. (2016) claims that diversity management
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involves the proactive actions regarding the promotion of the heterogeneous workforce in the
environment that tends to maximize the chances or the opportunities for the minimization of the
diversity threats. From the above literature review, it can thus be summarized that there lie
numerous factors contributing to the conflicts that arise due to diversity at the workplace. The
study intends to explore the factors that are creating conflict and affecting the human resource
management of the workplace in the discussion. The gap in the literature review is the following.
The literature review explored the different factors contributing to the challenges and the
conflicts of diversity at the workplace. It did not explain the creation of the inclusive
environment embracing the individual difference of the people with the provision of the
opportunities for the staff. The gap lies in the identification of the benefits of diversity at the
workplace for the achievement of the organization as per the potential of different individuals in
their areas of interest and strength.
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2.4 Conceptual framework
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Demographic Factors –
 Disabilities
 Gender Differences
 Age
 Color
 Social and
Economic
Backgrounds
Cultural Factors –
 Differences in
networks
 Different values and
beliefs.
 Differences in the
cultures
 Male dominated
culture
 Youth-oriented
culture
HRM (Human Resource
Management) and
Organization
Factors:
Globalization,
Technology,
Flexible working
practices
Independent Variable
Intervening Variable
Dependent Variable

CHAPTER 3: RESEARCH METHODOLOGY
3.1 Research methodology
The methodology of the research is the procedure for exploring the results of the
illustrated issues in the specified research area which is basically the problem of the research.
The section of the chapter aims towards reaching towards the objectives and aims of the
research. For much of the aspects, different categories, approaches, and techniques have been
thoroughly utilized. For reaching towards the conclusion and the interpretation of the research,
the researcher needs to consider the effectiveness of the techniques and the tools that are utilized
for the research purpose. All the utilized techniques for the research are mentioned in the section
below.
3.2 Research approach
For the conduction of the present current study, qualitative research has been taken up in
the consideration where the research laid emphasis on the conflict and the diversity factors that
affect the human resource management of the organization in the study. It furthermore highlights
the impact on business profitability in the long term. The nature of the research is the qualitative
research approach, a thorough in-depth investigation has been carried out by the researcher in the
restaurant café so that it enables the researcher to identify the root cause of the problem and
provide some of the alternative solutions in an effectual manner (Ostroff, C. and Bowen, D.E.,
2016). The comprehensiveness of the research includes a wide range of research of secondary
peer-reviewed journal articles and one to one interview analysis. The sample size of the research
is 12. The qualitative research that has been used in the research furthermore requires the use of
the statistical methods where the researcher can imply some of the important parts by the
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application of the knowledge in the process of the analysis of the data. Owing to these factors,
the research approach of the qualitative structure and investigation can be justified for the study.
3.3 Sampling
It is the methodology where the researcher segregates the population in a selected piece
of the area for involving them in the work of the research. There lies various of the techniques
regarding the sampling. In the case of the present study, the total number of 12 employees
including the 3 managers and 3 cooks and 5-floor employees and 1 cleaner of the Hanger Café.
Data or the information have been collected by one to one interview sessions with the employees
of the café and the by the help of the questionnaire method that has been distributed to the
employees in the organization. The sampling of the data collected has furthermore been carried
out with the help of the nonprobability sampling technique in which the size of the sample has
been selected on a specific basis. The subsequent research method has been readily focusing on
the selective and the customer conveniences that can easily get and access the data set (Collings,
D.G., Wood, G.T. and Szamosi, L.T., 2018). These people have been selected since they have
some of the subsequent experience regarding the current issue of the research. Hence it can be
concluded that with the help of the sampling method, data is being collected regarding the matter
of the subject.
3.4 Data collection
The collection of the data comprises the most essential part of the study of the research.
In this method, emphasize is being given on the various range of sources for the collection to the
required set of data or the information regarding the topic of the discussion in this research. The
categories of the collection of the data are generally subdivided in two of the major categories
namely the primary data and the secondary data. Often most of the data are being used for
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grabbing the quality of the data regarding the topic. The secondary sources are generally being
utilized for the section of the review of the literature for completing it in an effective manner.
Furthermore, journals, articles, and books are also being reviewed in the current study for the
purpose of a showcase of the aspects related to the relevancies. Hence it can be concluded
henceforth that the sources have seemed to be one of the most essential for the procedure of the
research since it allows the researcher for having the quality and data accuracy regarding the
matter of the subject.
Primary data has been collected from the employees, managers and the cook of the
Hanger Café. The research study directly approached the employees of the café regarding their
issues that results in conflicts at the workplace. A small interview has been conducted with the
staff and the employees of Hanger Café to gather information regarding their perspectives, their
behaviors and their opinion regarding the ongoing conflicts at the workplace. The questionnaire
thus designed furthermore includes open-ended questions regarding the acceptance of the factor
of diversity at workplace among the employees of the organization. Thus the survey
questionnaires, methods of observation and one to one interview session have been used for the
collection of the primary data in this research study.
3.5 Data analysis
The analysis of the data and its procedure provides a thorough detail regarding the
analysis of the data that have been collected in the line of the aim and the objective of the
research. The current research study is generally dependable on the thematic analysis and the
themes that have been prepared and as per the collected data, the research findings are presented
in a respective manner. This furthermore provides an in-depth analysis regarding the collected
data for the effectiveness of the researcher towards the provision of the suggestions. The
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qualitative type of investigation that has been used in the investigation is most suitable with the
thematic analysis regarding the completion of the current study.
3.6 Ethical consideration
Ethics is one of the most essential parts of the research study that requires the researcher
of the study to comply with the relevant code of the conduct. While going through the various
procedure of the researches, it is important to ensure to access the authentic sources for the
collection of the secondary data and cite the respective sources properly. In case of the collection
of the primary data, no participants in the survey that is the employees of the Hanger Café were
forced to take part in the interview process and to fill up the data questionnaire for the data
collection procedure. The data and the information of the participants were kept in confidential
basis and were removed after the accomplishments of the objectives of the research.
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CHAPTER 4: RESEARCH FINDINGS
4.1 The demographic profile – Qualitative
Gender
Responses Frequency Respondents
Male 66.7% 8
Female 33.3% 4
Total 100% 12
The research calculation is dependable on the sample size of 12. From the data collection, it is
found that 66.7% of the total respondents are male explaining that there exist the number of
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male employees of Hanger Café as compared to 33.3% of the female employees of the
organization.
Work Experiences
Years Frequency Respondents
0-7 33.3% 4
8-15 25% 3
16-23 33.3% 5
Above 23 8.3% 1
Total 100% 12
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According to the analysis, there exist different age group of people with their different set of
work experience. Around 33.3% of the respondents of the survey reported having been
employed in the Hanger Café for around 16 to 23 years. About 33.3% of the staff are serving for
the last 7 years and 25% of the employees reported to serve for near about 15 years. Only 8.3%
of the employees reported having served for more than 23 years.
Position
Responses Frequency Respondents
Manager 25% 3
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Cook 25% 3
Floor Staff 41.7% 5
Cleaner 8.3% 1
Total 100% 12
As per the reports of the survey, 25% of the respondents included managers whereas 3 cooks got
involved in the survey. Near about 41.7% of the floor, staff encouraged in the participation of the
survey while only 8.3% of the cleaner participated in the survey.
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4.2 The Quantitative results
Theme 1: Ethical HRM practice of promotion in the organization
Do the HRM practice of promotion ethically followed in your organization?
Responses Frequency Respondents
Yes 33.3% 4
No 58.3% 7
May Be 8.3% 1
Total 100% 12
As per the basis of the collected data, it has been found that more than 58.3% of the
respondent of the survey reported negative response to the question or the query regarding the
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ethical follows up of the practice of promotion in the HRM in the Hanger Café. The data reveals
how most of the employees of the café has a negative image regarding their place of
employment. Very few, about 8.3% has given a neutral response while only 33.3% of the
employees of the survey reported yes regarding the ethical follow up of the promotion thing.
Theme 2: Conduction of the training sessions by the human resource management of the
cafe
Are training for the staffs get organized by the HRM of the company?
Responses Frequency Respondents
Yes 75% 9
No 16.7% 2
Do not prefer to answer 8.3% 1
Total 100% 12
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The Collected data shows that 75% of respondents strongly agreed that the training is organized
by the human resource department of the café. The survey revealed the amount of satisfaction
the people engaged in the organization have regarding the training programs conducted. More
than several people, about 8.3% among the employees do not prefer to answer while 16.7%
reported not being satisfied with the training procedure on their job role inside the café.
Theme 3: Gender equality in the organization
Do you believe that Women employees hold equal job status?
Responses Frequency Respondents
Yes 41.7% 5
No 33.3% 4
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May Be 25% 3
Total 100% 12
On the basis of the collected or the gathered data set, most of the employees of the organization
reported that the women employees of the organization hold similar job status within the café.
This data furthermore may be biased since most of the employees or the respondents of the
survey are of the male gender. More than 33.3% reported believing that women working in the
café are not getting equivalent status and they are often subjected to discrimination in the
workplace. More than 25% of the respondents of the survey did not prefer to speak up and
answered maybe.
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Theme 4: Co-worker sexual orientation choice
Do u prefer to have a gay or a lesbian co-worker?
Responses Frequency Respondents
I am OK 33.3% 4
No 25% 3
Does not matter 33.3% 4
Does not prefer to answer 8.3% 6
Total 100% 12
As per the collected set of the data from the respondents, it is revealed that most of the
employees or the workers of the café do not have any sort of preferences regarding the sexual
preferences of their co-workers. About 33.3% of respondents revealed that they are ok to deal
with gay or lesbian co-workers in their workplace. About 33.3 % of the employees and the
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respondents revealed that they are not interested in this matter and the preferences of the sexual
orientation of their co-workers do not matter to them. A percentage of 25% revealed their strict
decision no, regarding their choices. These are the group of people carrying rigid and orthodox
mentality and honest enough to explain their rigidity towards sexual orientation and their
preferences to work with them. Only 8.3% of the respondents did not prefer to reply to this
question and preferred to avoid it.
Theme 5: Threatening of employment by old employees of the cafe
Is it true that Older employees feel threatened at employment by upcoming young employees?
Responses Frequency Respondents
Strongly disagree 8.3% 1
Disagree 33.3% 4
Neutral 16.7% 2
Agree 25% 3
Strongly agree 16.7% 2
Total 100% 12
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According to the collected set of the data, 16.7% of the respondents of the survey from the café
reported to strongly agree with the fact that the older employees tend to feel threatened regarding
the employment at the place of the work by the upcoming younger employees of the
organization. 25% more of the respondents of the survey furthermore agreed to the thing also.
Among the rate of the respondents of the survey, 16.7% reported neutral to the question they are
being asked while 33.3% disagreed to the to the statement that the older employees feel
threatened regarding the employment at the place of work by the younger employees. More 8.3%
reported being strongly disagreed regarding the statement of the question they are being asked.
Theme 6: Employee dress code
Should there be any specific dress code for the employees of the cafe?
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Responses Frequency Respondents
Yes 33.3% 4
No 25% 3
Maybe 0 0
Only for the staff who handles
customers
41.7% 5
Total 100% 12
As per the collected data of the survey, most of the respondents reported that it is important to
have a specific dress code only for the staff who handles and interacts with the customers. This
comprises of 41.7% of the respondents of the survey within the café. About 33.3 % of the
respondents of the survey reported yes regarding the specific dress code in the café while25%
reported no regarding the dress in the café.
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Theme 8: Barriers due to different ethnic languages
Do you think that different ethnic language among the employees creates communication
barriers?
Responses Frequency Respondents
Yes 66.7% 8
No 25% 3
May Be 8.3% 1
Total 100% 12
As per the analysis of the collected data of the survey, most of the respondents of the survey of
the café employees reported that they think that various ethnic languages among the employees
do tends to create barriers in communication among the employees. While only 8.3% of the
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respondents were unsure about their perceptions, 25% responded that there lie no barriers due to
different ethnic communications.
Theme 9: Encouragement of diverse backgrounds during recruitment
Does the organization culture encourage diverse backgrounds during recruitment?
Responses Frequency Respondents
Yes 66.7% 8
No 16.7% 2
May Be 16.7% 2
Total 100% 12
The data from the survey analysis revealed that 66.7% of the respondents reported yes
regarding the encouragement of the organizational culture towards the diverse background in the
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category of recruitment. 16.7% strictly denied the fact while another 16.7% reported unsure
regarding the encouragement of the organization regarding the diverse backgrounds regarding
the recruitment process.
Theme 10: Increase awareness of diversity can improve the diversity management of the
organization
Do u think Increase diversity awareness among employees about their own attitudes, biases and
stereotypes and occasional survey can improve diversity management in the organization?
Responses Frequency Respondents
Strongly disagree 33.3% 4
Disagree 16.7% 2
Neutral 16.7% 2
Agree 33.3% 4
Strongly agree 33.3% 4
Total 100% 12
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According to the survey analysis, 33.3% of the respondents of the survey reported to strongly
agree with the statement that increased awareness regarding diversity among the employees
regarding biases, attitudes, and stereotypes tends to improve the diversity management in the
organization. 33.3% more strongly agree to it while only a few percentages reported being
disagreement towards the statements of the questions they were asked.
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CHAPTER 5: DISCUSSION
This chapter provides the framework of the operation regarding the collection of the data for
the analysis. This chapter will include the description of the design of the research, the targeted
population sample, the frame of the sample and the techniques. The instruments used during the
research, the reliability and the validity for the explanation of the analysis of the data methods
and the expanding of the ethical issues.
The findings of the research were in line with the factors that have been found by the various
theoretical studies that have been highlighted in the review of the literature section. Kerzner and
Kerzner (2017) in his analysis founded that the Maslow's theory which furthermore highlighted
that various people tend to have varying needs and in case of the need has been relatively
fulfilled some of the others tend to emerge in a predictable sequence that takes its place.
This section of the research paper bridges the connection of the findings of the research
survey with the research questions and the objectives of the research. The study identified the
major factors that has been influencing conflict among the employees of the organization in
discussion. In respect to gender studies, the research question, whether the women employees
hold the same or the equal status of the job, has been in line with the identification of factors
causing diversity conflict. The study found that most of the respondents disagreed to the context
reporting the practice of the ender biasedness and the gender inequality at Hanger Café. Among
the respondents, regarding the specification of the demographic question related to the gender,
the respondents reported having more number of male employees than the females while the
female employees reported being only employed for the position of cook in the Hanger Café. In
response to the question regarding the job role and the job experience, most of the employees
37

reported having joined and been serving the organization for the time within 0-7 years of range.
Only a handful number belonging to 8.3% of the respondents reported having served the café for
more than 23 years. The data for the research furthermore illustrated that the café consisted of
the maximum number of floor staff and 3 managers who were willing to participate in this
survey.
In response to the belief of the employees regarding the ethical practice of the promotion
in the organization, this survey question was framed in line with the discussion of the factors that
are affecting the HRM practices within the organization. The study revealed that more than 50%
of the respondents replied negative response regarding their insight. Only 33.3% replied
positively regarding this matter. It is furthermore believed that promotion within the organization
which is one of the essential roles in the HRM practices, most of the employees have reported
dissatisfaction regarding the practice and how they feel that their appraisals and promotion are
biased. These factors are the general contribution to workplace conflicts among the employees.
Furthermore, in context of the assessment of the factors affecting the HRM practices the
question, effective organizational training by the HR of the company was framed. As per the
report, it has been found that 75% has reported of being dissatisfied while a minute fraction of
the respondents reported of being dissatisfied regarding the training facilities in the Hanger café.
Furthermore, in the connection to the study of the demographic factor of the sexual
orientation of the co-workers within the organization, the research study demonstrated one of the
essential questions to the employees of the café regarding their preference of the sexual
orientation of their co-workers. This question was framed keeping in line with the identification
of the factors causing conflict among the employees of Hanger Café. While 33.3% of the
respondents reported of being OK and more 33.3% reported of being disinterested regarding this
38

particular manner, a small portion of the employees and the respondents of the survey consisting
of 25% responded their orthodox and rigid mentality regarding their dissatisfaction to work with
the gay or lesbian workers at the workplace. This furthermore highlights one of the major issues
regarding the increased level of issues related to the diversity and the conflicts towards the HRM
practices of the organization.
One of the major findings of the survey had been the examination of the impact of the
diversity on the staff relationship in Hanger Café. The findings that are in line with the questions
and the aim of the research explains conflicts among the generations that have been working in
the café. In response to the question related to the threatening of the employment of the old
employees by the younger generation, it has been revealed that 16.7% of the respondents replied
on the being strongly agree with the point while 25% furthermore agrees with the condition.
With the growing technological innovation, improved skills it has been noticed that the café has
been recruiting more number of younger employees who are more productive than the older
ones. Though quite a percentage disagree with the statement since according to these respondents
the level of experience and the knowledge acquired by them are the major factors that make the
older generation stand out from the younger new employees of the organization.
Furthermore the question regarding the dress code of the employees of the organization,
another question for the assessment of the management adoption to diversity revealed some
interesting facts. According to the responses, most of the employees of the organization preferred
to have a specific dress code for the employees and the staff who are generally working in the
floor and engages mainly with the duty of the customer interaction. The study furthermore
revealed how most of the employees targeted the difference in the ethical languages as one of the
major factors contributing to the barriers in communication.
39

Thus, it can be concluded that the major factors that are affecting the HRM practices of
the Hanger café are the cultural and the demographic factors contributing to the conflicts of the
diversity at the workplace. The impact of the diversity on the relationship among the staff of the
café is satisfactory. Some of the major theories regarding the diversity conflict are the Maslow's
theory, Social Identity, and Self categorization theory, information, and decision-making theory.
40

CHAPTER 6: RECOMMENDATIONS
The recommendation of the study in the relation to the factors of the demographics
relates to the addressing of the major factors that are causing conflicts among the employees of
the Hanger Café and smoothening the equation among the staffs in Hanger Café.
Some of the best HRM strategies need to be developed for decreasing the conflicts
among the members.
 Focused training with the external facilitators are also needed for the achievement
of the higher level of productivity from the members of the Hanger Café in a
shorter time.
 The women employees of Hanger Café should hold the same dignity and respect
and the cafe should provide equal opportunity to both the genders among the
employees.
 Maintenance of ethical practices within Hanger Café regarding opportunity,
promotions and pay scales.
 Encouragement of the management of the organization to recruit homosexual
individuals
 Towards the building of the stronger upcoming generation and the workforce, it is
furthermore recommended to promote the mentoring programs within Hanger
Café in order to propagate the level of knowledge and experience among the
generations within the café and also to ensure that the skills are thoroughly passed
to the managers of the Café
41

 Some of the intervention of the HR at the group level must include the identity-
based groups of the networking that are formal and informal associations among
the common group identities.
 The Hanger Café must introduce flexible dress code policies for the employees
who supports the back end operations and do not have to communicate with the
customers
 Flexible working schedules should be allowed for the mothers who are employed
within the café and for them who have heavy responsibilities regarding taking
care of their Childs and the upbringing of their child.
 Facilitation of the female workers within Hanger Café must be ensured so that
there is no gender discrimination within the workplace and there is no unethical
biasedness in the time of the promotion within the organization.
 Increase in the diversity awareness among employees regarding biases, attitudes,
and stereotypes with the practice of occasional survey.
 Successful implementation of the context of the diversity since it is the one and
the only solution for ending all the conflicts among the employees of the
organization. The organization must ensure to promote diversity in the work place
for the promotion of the respect, acceptance and teamwork irrespective of the
differences, religion, age, gender and style of communication.
A successful strategy of the diversity management of the café must address the changes
in the culture of the organization for the relation of the environment of the work that nurtures the
participation, the teamwork and the cohesiveness of the characteristics targeting collective and
collaborative culture within the organization.
42

Furthermore, for the improvement of the role of diversity management, the role of the
mentoring strategy should be used for targeting the changes at the individual level within the
organization. Formal mentoring programs followed by team outings and fun plays needs to be
organized by the café so that there lies less or zero negativity among the employees working
under the café. Often it has been found that employees coming from other diverse background
are often looked down upon for their languages by the senior staffs which result in demotivation
and employee attrition in the café. This also hampers the productivity of the employees of the
café. This needs to be revised.
Furthermore, there should be some of the major emphasis regarding the affirmative
actions and the policies related to the equal employment for ensuring the workplace diversity
management and the advantages of the opportunities of the diversity by the facilitation of the
enabling of the environment.
In respect to the sexual orientation, the company must promote policies and training
regarding the equal rights irrespective of the gender and the sexual orientation so that each of the
employees of the organization is comfortable in their space.
Finally, the management of the café should model the effective leadership behaviors
regarding the conduction of the feedback sessions related to the organization's survey related to
the diversity climate and also regarding the diversity while engaging and recruiting employees in
the café.
It is thus recommended that the management of the café must address the factors
influencing the diversity conflicts so that each of the employees get to know each other better
and there gets a decrease of the negative effects of the diversity that often subsides.
43

44

CHAPTER 7: LIMITATIONS AND CONCLUSION
7.1 Limitations of the researcher
It is important to consider the limitation of the research by each and every researcher
because it affects the research completion. While conducting this particular research, one of the
major problems that has been faced is the limitation of the time. Furthermore, the availability of
the resource has been another challenge of the researcher. The response gained from the survey
has not been enough and thus further data would have fetched better research findings and
particular outcomes. The researcher has also faced limitation in receiving permission for
interview dates from the manager of the Hanger Café (Jung, H.S. and Yoon, H.H., 2015).
Furthermore, some of the participants of the survey were too reluctant to give reply for which the
researcher had to approach them multiple times. The female employees of the café were not
interested to reply to the questions since they fear of disclosure of their answers.
7.2 Conclusion
Thus it can be concluded that conflicts and workplace diversity are one of the major
issues in the organization focusing on the similarities and the differences that employees bring in
their employment organization. It is basically the melting pot or a stew. Workplace diversity in
the organization has been an increasingly essential problem for most of the business in the era of
the raising globalizing because it impacts the efficiency and productivity of the workforce of the
organization. Issues regarding workplace diversity are one of the major concerns of the current
business, followed by workplace conflict among the employees of the organization. The study,
45

however, showed out some of the demographic factors that affect the implementation of the
HRM practices and furthermore induces the conflicts among the employees of the organization
like the age gender, sexual orientations, tastes, languages which are some of the major factors
towards the conflicts among the café. The study identified the main factors that cause conflict
among the staff, examined the pattern of the conflicts among the organization and recommended
ways to neutralize the conflicts arising within the organization for the target of the development
of an ideal atmosphere of work like mentoring and training of the employees of the organization.
The study furthermore used some of the theoretical approaches like the Maslow's motivational
theory, Social Identity and Self categorization theory, Informational and decision making theory
and the Attraction Selection Attrition Theory for analyzing the research. The findings of the
research demonstrated some of the unethical practices like the gender biasedness, unethical
promotions and barriers due to the different languages as some of the major factors that
contributed to the Effects of staff conflicts and diversity on Human Resource Management and
the Organization
46

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53

APPENDIX
Questionnaire
1. Please state your Gender
 Male
 Female
2. State your work experience
 0-7
 8-15
 16-23
 Above 23
3. Position
 Manager
 Cook
 Floor Staff
 Cleaner
4. Do the HRM practice of promotion ethically followed in your organization?
 Yes
 No
 May Be
5. Are training for the staffs get organized by the HRM of the company?
 Yes
 No
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 Do not Prefer to answer
6. Do you believe that Women employees hold equal job status?
 Yes
 No
 May Be
7. Do u prefer to have a gay or a lesbian co-worker?
 I am OK
 No
 Does not matter
 Does to prefer to answer
8. Is it true that Older employees feel threatened at employment by upcoming young
employees?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
9. Should there be any specific dress code for the employees of the cafe?
 Yes
 No
 May Be
 Only for the staff who handles customers
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10. Do you think that different ethnic language among the employees creates communication
barriers?
 Yes
 No
 May Be
11. Does the organization culture encourages diverse backgrounds during recruitment?
 Yes
 No
 May Be
12. Do u think Increase diversity awareness among employees about their own attitudes,
biases and stereotypes and occasional survey can improve diversity management in the
organization?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree
56

57

58

59

60

61

62

63

64

65