Impact of Conflict Management Techniques

Research Project

Table of Contents
TOPIC:.............................................................................................................................................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
Concept of conflict management................................................................................................4
Impact of conflict management techniques on productivity and profitability of The Berkeley
Hotel............................................................................................................................................4
Challenges faced by managers of The Berkeley Hotel in implementing conflict management
techniques....................................................................................................................................5
CHAPTER 3 RESEARCH METHODOLOGY..............................................................................7
Chapter 4: Data Findings, Analysis and Discussion .....................................................................10
Chapter 5: Conclusion, Recommendations and anticipated Limitations.......................................16
Conclusion.................................................................................................................................16
Recommendations.....................................................................................................................16
Anticipated limitations..............................................................................................................16
.......................................................................................................................................................17

TOPIC:
“To analyse the impact of conflict management on productivity and profitability of
organisation.” A study on The Berkeley Hotel.
INTRODUCTION
Research is the process of understanding topic in in- depth to provide solution of the
problem. There is requirement of proper understanding regarding completion of research . There
are many activities which has to be followed for completing research activities and achieving
aims and objectives. Research project specification is the legal document which provides
complete information about resources which are required for completing investigation. In this
investigation there is discussion about conflict management on performance of the Berkeley
Hotel (Bamiatzi and et. al., 2016).
Overview of research
Conflict management is the process to make strategies for reducing negative effects of
conflicts in organisation. There are many employees at organisation working for achieving
organisational aims and objectives so it is responsibility of managers to make polices to reduce
possibilities of conflicts among workers. If workers have conflicts, then there is negative impact
on their performance and they are not ready to work in team. This investigation is based on
Berkeley Hotel which is five star hotel in London, UK.
Background of research
The Berkeley Hotel is the association which provides hospitality services to consumers
such as residing facility, dinning, cab facility, etc. This organisation has good brand image
because they are serving with best quality services to consumers as per their preferences. In order
to provide best services, there is requirement of sufficient staff members having knowledge
about culture, trend of organisation. These days consumers have different choices and
preferences as per reason of staying in hotel (Battilana and et. al., 2015). There are many
employees working at Berkeley Hotel representing on the basis of organisation in front of
consumers, so they are responsible to give best services. There are possibilities of conflict among
workers due to different reasons such as imbalance in incentives, personal issues, etc. so in this
investigation, there is discussion about conflict management and its impact on profitability and
productivity of association.
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Rationale of research
Rationale behind conducting this investigation is to understand about importance of
conflict management. With this investigation, researcher is able to understand about different
conflict management techniques and can use for improving productivity and profitability of
association. Hence with the help of this topic, researcher can expand business by making positive
environment at association. This study assist reader to understand about different tools and
techniques used in research. This topic is new and relevant at organisations, so it is easy to
collect primary data and absolute and relevant outcome can be provided.
Research aim
“To analyse the impact of conflict management on productivity and profitability of
organisation.” A study on The Berkeley Hotel.
Research Objectives
 To understand the concept of conflict management.
 To determine the impact of conflict management techniques on productivity and
profitability of The Berkeley Hotel.
 To identify the challenges faced by managers of The Berkeley Hotel in implementing
conflict management techniques.
Research questions
 Do you understand the concept of conflict management?
 What is the impact of conflict management techniques on productivity and profitability of
The Berkeley Hotel?
 What is the challenges faced by managers of The Berkeley Hotel in implementing
conflict management techniques?
Gantt Chart
Gantt chart is the techniques through which time required to conduct research is analysed.
There are different activities such as introduction, literature review, research methodology, etc.
required to complete investigation and get appropriate recommendations and conclusion. Hence
there is requirement of some specific time can be evaluated. This is the technique through which
graphical representation is provided with allotted time to conduct study. Hence researcher and
2

team mates are aware about completion of investigation and sequence of research activities
(Maskell, Baggaley and Grasso, 2016).
3

4

CHAPTER 2: LITERATURE REVIEW
Literature review is the section under which objectives of investigation are discussed in
detail through online sources. This is the part which is evaluated wth secondary sources of
information.
Concept of conflict management
According to Paul Mckinney (2019) Conflict management is ability to identify and
handle issue fairly and efficiently. When more than one person is operating at work place having
different mindset, then it is natural that conflict arise. Hence in current market, it is important to
have polices through which conflicts among individuals at workplace can be resolved. Conflicts
among workers at Berkeley Hotel can related to personal and professional reason, but due to it
they do not want to continue working with each other. This has direct impact on efficiency of
productivity and profitability of organisation. Hence in order to maintain good brand image in
industry, managers of Berkeley Hotel have to make policies through which positive environment
can be circulated. According to Eric Dontigney., (2019) there are some strategies such as
accommodating, avoiding, collaborating, compromising, competing, etc. through which conflict
management is possible. Some strategies are discussed as under-
Accommodating- This is the first stage through which conflict management is possible
because there is difference between perception of individuals working in organisation, so
managers of Berkeley Hotel has to make strategies through which accommodation can be done n
order to reduce conflicts among employees (Noe and et. al., 2017).
Avoiding- Second strategy is to avoid conflict. In case of conflict is policies are made to
avoid it, then there are possibilities that conflict gets reduces because there is no impact of issue
no one is resolving it.
Collaborating- Third strategy is collaboration. As per this strategy there shall be use of
multiple strategies which are provided by different employees. So they are satisfied with working
style of Berkeley Hotel and ready to work with one another.
Impact of conflict management techniques on productivity and profitability of The Berkeley
Hotel
As per the views of Amy. R. Overton, 2013, In today's competitive scenario of an
organisation every employee wants healthy working atmosphere in order to achieve business
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goal or objective in an effective and efficient manner. On the other hand, conflict among
manpower in an enterprise is not simply inevitable, rather it is the nature of complex organisation
. However, if managed properly, it can have a positive impact on personnel satisfaction and
performance as well as enrich firm brand image in an impressive style. Most of the major reason
in an occurrence of disputes within workplace is that each individuals contains several types of
perception, values, thoughts, beliefs which sometime lead to arise miscommunication among
manpower. However, there are various kinds of techniques or strategies to resolve disputes or
conflicts in order to acquire increased level of proficiency ratio. In addition, The Berkeley Hotel
manager provide all information clearly and ,most important thing that they render relevant
content so that reduce misconception of dissatisfaction from its employees and can bring high
level of satisfaction.
Along with this, while resolving dispute manager can make use of collaborating
technique which focuses on win -win situation in which they takes an initiative to identify the
exact scenario and and facilitate the platform to each individual for sharing their views which
helps them to acquire high profitability ratio. Moreover, with the help of comprising tactics
which states that both the parties comes in a mutual understanding and put an effort to reconcile
the disputes and improves Berkeley Hotel potentiality in obtaining profit maximisation in a
better manner. Additionally, proper and unbiased conflict management procedure help an
organisation to control over labour turnover rate and at the same time they can easily retain
existing manpower which lead them to enlarge their market size or share in a creative style.
Therefore, whatever the outcome it is directly linked with company's productivity and
proficiency ratio (Pakdil and Leonard, 2015). Furthermore, manager should be very attentive or
sensitive while carrying out the process of conflict management within workplace because it
impact positively and negatively over firm proficiency as well as on personnel performance.
Thus, it is an ability of an individual to determine the sources of conflict and put strategic
measures in place to minimise or control.
Challenges faced by managers of The Berkeley Hotel in implementing conflict management
techniques
According to Joseph G. Jarret, 2013, Disagreements, differences of opinion and
conflicting perceptive on key issues inevitably arise in any context where tow or more individual
gather together with an aim to accomplish common goal. However, not all dispute is negative
6

rather creative solution and new ideas assist them to maintain better relationship with employer
and employee in a better manner. In addition, every conflict situation requires a proper and
productive management in order to bring healthy working environment as well improves
individual morale and self esteem. Thus, each individual contain their own way of values and
behaviours in which are some are introvert and few are extrovert. Thus, resolving conflict
begins with its prediction and in order to anticipate, The Berkey Hotel musty know the reason tat
often lead to workplace dispute. So, if manager fails in finding out the exact scenario of dispute
then it may lead to huge loss that directly impact firm decision making. Hence, there are various
challenges which Berkeley Hotel manager undergoes while resolution of conflict within their
business premises are explained below:
Communicate: It is regarded as one of the crucial element in providing best solution to
business conflicts or obstacle in order to obtain maximisation of profit with an optimum
utilisation of resources in an appropriate manner. Moreover, some kind of employees who fails
in expressing or conveying their issue because of improper communication skill that influence
Berkeley Hotel employer to provide productive solution to business complex issues. Along with
this, any projection of wrong communication symbol while conveying problem that reflect
company by reducing their productivity and proficiency ratio (Rahim, 2017).
Ineffective team: Under this, it is concern with that some team member does not provide
proper coordination and support to each other which hinder Berkeley Hotel manager to
implement best strategic decisions in order to bring high level of productivity.
Employees attitude: In this, other category of personnel who are not all ready to accept
their mistake as well as not contain a proper mindset to listen from their colleagues or superior
that restrict manager to bring fair resolution for conflict.
However, manager make sure that their action will not affect personnel morale or satisfaction
level because it directly impact over firm's productivity and proficiency ratio.
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CHAPTER 3 RESEARCH METHODOLOGY
Research Methodology can be defined as an effective approach which is used by
investigators for analysing proper information or data about the taken topic. It can also
considered the most important part of investigation that defines methods of research which are
applied for conducting the study. In it, Investigator have to identified the way from which
essential information about the topic of research will be gathered shown or analysed (Raziq and
Maulabakhsh, 2015.). In addition, this methodology includes reasons and justification of data
resources, data collection techniques, research validity etc. In it, research onion is also taken into
consideration because it helps the investigator in identifying best and effective approach of
investigation. There are some layers of methodology which are described as below:
Research philosophy: This is divided in two parts i.e. interpretivism and positivism in
which interpretivism is used when data has to be evaluated by the researcher whereas, Positivism
is not an effective approach and that can't be used by researcher for conducting research because
by using it, researcher can't get effective results at the end of research.
Research Approach:There are mainly two kind of approaches such as inductive and
deductive which are used by researcher so as to gaining better knowledge or information
regarding the study. As per the chosen topic, Inductive approach will be prove beneficial as it
definitely assist the researcher in gathering proper information about the topic of research.
Research Choice: Basically two kind of research methods are used by investigators such
as qualitative and quantitative. In qualitative method, researcher more focuses on gathering
information in terms of quality manner whereas, in quantitative informations are gathered in
form of numbers or statistical manner. Both kind of methods have unique features and can be
used by researchers for executing research effectively but in this project qualitative research
method is taken as it will helps the investigator in getting positive response from selected
respondents.
Time Horizon: It is an essential tool of research because without it, investigator can't
manage research activities according to the given time-frame which leads the project towards
failure. In it, researcher can take support from Gantt chart as it will helps them in framing
research activities as per the time period which will aid them in completion of research
programme within the given time-frame (Reason, 2016.).
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Research design: It can be defined as an effective structure or plan for research that is
used by researcher so as to organising or controlling the research project. Research design is
basically divided in three parts such as descriptive, exploratory or experimental. All of these are
very beneficial and provide support to researcher in effective evaluation of elements and
variables but as per the topic descriptive design is taken as it will supports the researcher in
forming profile and views of respondents in effective manner.
Sources of data: Investigation is basically depends on primary or secondary data so that
better outcomes can be received for the research topic. Primary Data can be defined as the data
which has not been collected by anyone and its value or reliability is high than the second hand
informations. Whereas, secondary data is gathered through published documents, magazines or
other sources. Both of these sources such as primary and secondary helps the investigator in
collecting reliable information about the topic of study. Therefore, both of these data gathering
sources are selected in this project for gathering proper information about the study. For
collecting primary information, questionnaire is used. This is the written document under which
some questions related to research topic is asked with respondents (Riggio, 2017).
Sampling: Sampling is the process through which some samples are selected for the
purpose of collecting response from individuals for giving correct recommendations and
conclusions. Sampling is the effective technique because it is not possible to collect information
from all the population. There are two techniques for collecting samples i.e. probability and non
probability sampling. In this investigation simple random probable sampling is used because
there is collection of proper information without any biasness. 20 employees are selected as
sample size for collecting their views on this topic.
Research ethics- Research is in- depth discussion about some problem, and then
providing proper recommendations and conclusion over it. There must be proper consent and
confidentiality of information. While collecting information from primary information, there
must be proper consent of respondents to give correct and relevant conclusion and
recommendations. It is essential to maintain identity of respondents confidential.
Research limitation- There are different factors which assist in completing investigation
in proper and effective manner such as planning, selecting sample size properly, etc. In this
investigation, there is limitation of time. While collecting primary information with
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questionnaire which is appropriate method but time consuming also because some respondents
are not ready to revert back (Shanker and et. al., 2017).
Research reliability and validity- This investigation is done in appropriate and effective
manner with considering all the research tools and techniques. All the respondents from whom
information is collected have complete knowledge about reason to conduct investigation.
Research budget- There is requirement of some specific sources such as internet
connection, stationary, etc. for collecting and gathering information properly. So for this research
budget requires to be of £450.
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Chapter 4: Data Findings, Analysis and Discussion
Data analysis refers to the systematic procedure under which information is gathered,
collected and stored in appropriate manner. Data analysis is important because it provides data
on the basis of which conclusion and recommendations is given. Thematic analysis is used for
data analysis. Under this method, there is use of different themes which provides brief
information about research questions to reader (Slack and Brandon-Jones, 2018).
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Questionnaire
Name:
Employee ID:
Designation:
Q1. Do you have knowledge about conflict management?
Yes
No
Q2. Is there any impact on working performance of employees at Berkeley Hotel due to
conflict arising among them?
Yes
NO
Q3. What is the impact on team forming due to conflict management among employees of
Berkeley Hotel?
Positive
Negative
Q4. What are the main reasons that causes conflicts at workplace at Berkeley Hotel?
Imbalance in remuneration
Partiality among employees
Unhealthy working competition
Q5. Do conflicts influence the productivity and profitability of Berkeley Hotel?
Yes
No
Q6. What are the advantages of conflict management techniques for Berkeley hotel?
Creating positive environment
Increases productivity
Better flow of communication
Q7. What are the strategies that Berkeley hotel must consider to deal with conflicts that may
arises among employees at Berkeley Hotel ?
Accommodating
Avoiding
Collaborating
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Q8. What are the major challenges that manager of Berkeley hotel faced while
implementation of conflict management technique ?
Language barrier
Cultural issue
Both
Q9. Recommend the measures that must be used by Berkeley hotel to reduce conflicts at
workplace.
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Theme 1: Knowledge about conflict management
Q1. Do you have knowledge about conflict management? Frequency
 Yes 18
 No 2
Interpretation:- As per the above mentioned data it has been interpreted that conflict
management is one of the most common and essential factor that have a direct impact over the
performance of a company. From the respondents 18 out 20 employees state that they have a
knowledge about conflict management. But the another 2 respondents said that they are not
aware about the concept of conflict management.
Theme 2: Impact on working performance of employees at Berkeley Hotel due to conflict
arising among them
14
Yes No
0
2
4
6
8
10
12
14
16
18
18
2
Frequency

Q2. Is there any impact on working performance of employees at Berkeley
Hotel due to conflict arising among them?
Frequency
 Yes 15
 No 5
Interpretation:- As per the above mentioned information it has been found that 15 out of
20 respondents are agree with the fact that conflicts arises among employees have the direct
influence over the working performance of Berkeley hotel. This is because conflicts create
dispute among the employees which directly impact over the coordination through which they
work. On the other side 5 out of 20 respondents said that the conflicts arises at workforce doesn't
directly affect the workplace performance.
Theme 3: Impact on team forming due to conflict among employees of Berkeley Hotel
Q3. What is the impact on team forming due to conflict management
among employees of Berkeley Hotel?
Frequency
15
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency

 Positive 12
 Negative 8
Interpretation:- As per the above mentioned information it has been interpreted that 12
out of 20 respondents said that effective conflict management support in forming up an effective
team as each issue that creates dispute among employees get managed or settle down by leaders.
On the other side 8 respondents said that conflict management has negative impact over team
forming if in case wrong technique get implement as it may affect not only the group dynamics
but also the relationship between employees as well as management.
Theme 4: Main reasons that causes conflicts at workplace at Berkeley Hotel
Q4. What are the main reasons that causes conflicts at workplace at
Berkeley Hotel?
Frequency
 Imbalance in remuneration 10
 Partiality among employees 5
16
Positive Negative
0
2
4
6
8
10
12
12
8
Frequency

 Unhealthy working competition 5
Interpretation:- As per the data gathered from investigation it has been found that there
are several reasons which creates conflicts at workplace. But as per 10 respondents the main
factor behind the conflicts at Berkeley hotel is imbalance in remuneration as it lower down the
morale of employees. But another 5 respondents said that partiality that employees feel at
workplace is the major issue which creates conflicts. Despite of this 5 respondents said that
unhealthy working condition is the major factor that creates conflicts at workplace of Berkeley
hotels.
Theme 5: Influence of conflict management on productivity and profitability
Q5. Do conflicts influence the productivity and profitability of Berkeley
Hotel?
Frequency
 Yes 15
17
Imbalance in remuneration
Partiality among employees
Unhealthy working competition
0
1
2
3
4
5
6
7
8
9
10
10
5 5
Frequency

 No 5
Interpretation- As per view of 15 candidates, there is influence of conflict on
productivity and profitability of Berkeley Hotel, while remaining 5 employees says there is no
impact of conflict on profitability of association. Hence it is concluded that due to conflict
among workers, they are not ready to work with one another and this affects working style of
Berkeley Hotel in adverse manner.
Theme 6: Advantages of conflict management techniques for Berkeley hotel
Q6. What are the advantages of conflict management techniques for
Berkeley hotel?
Frequency
 Creating positive environment 6
 Increases productivity 15
18
Yes No
0
2
4
6
8
10
12
14
16 15
5
Frequency

 Better flow of communication 9
Interpretation- As per above picture, it is clear that conflict management have important
for Berkeley hotel because this is the way through which there is positive environment at
workplace. As per view 6 employees out of 20, with conflict management techniques and
strategies positive environment can be created at Berkeley hotel. 15 individuals have view that
productivity of association can be improved. With resolving of issues among workers, they are
ready to work under team and this improves overall efficiency of Berkeley hotel. While
remaining 9 candidates have view that there is better flow of communication. As there are many
employees at Berkeley hotel, so when they are friendly with each other and have positive attitude
towards each other then there will better flow of communication among them. So it is interpreted
that with managing conflict, there is improvement in productivity of Berkeley hotel and provides
appropriate services as per consumer preferences.
Theme 7: Strategies that Berkeley hotel must consider to deal with conflicts that may arises
among employees at Berkeley Hotel
19
Creating positive environment
Increases productivity
Better flow of communication
0
2
4
6
8
10
12
14
16
6
15
9
Frequency

Q7. What are the strategies that Berkeley hotel must consider to deal with
conflicts that may arises among employees at Berkeley Hotel?
Frequency
 Accommodating 7
 Avoiding 4
 Collaborating 9
Interpretation- There are different strategies with conflict management can be done by
managers of Berkeley hotel to maintain proper decorum in association. As per view of 7
candidates, accommodating strategy is best. 9 candidates favors for collaborating and remaining
4 individuals focus on avoiding strategy. Hence it is interpreted that best strategy for managing
conflict among employees is collaborating. With this strategy there is proper balance among
workers at Berkeley hotel and they are able to understand ideas and mindset of one another
employees.
Theme 8: Major challenges that manager of Berkeley hotel faced while implementation of
conflict management technique
20
Accommodating Avoiding Collaborating
0
1
2
3
4
5
6
7
8
9
7
4
9
Frequency

Q8. What are the major challenges that manager of Berkeley hotel faced
while implementation of conflict management technique ?
Frequency
 Language barrier 8
 Cultural issue 12
 Both 10
Interpretation- There are different challenges which arise because of implementation of
conflict management techniques such as different culture of employees, difference in mindset,
etc. As per view of 8 respondents there is difference in language of employees due to which they
are not able to understand conflict management techniques properly. According to view of 12
individuals there is cultural issue is the problem. Remaining 10 employees says language and
culture issue both affects in implementing conflict management techniques. Hence it is
concluded that major issue is culture difference among employees.
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Language barrier Cultural issue Both
0
2
4
6
8
10
12
8
12
10
Frequency

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Chapter 5: Conclusion, Recommendations and anticipated Limitations
Conclusion
From the above research it is concluded that conflict management have impact on
productivity and production of association. There is positive impact of conflict management
techniques for team forming. Best technique for conflict management technique is collaborating
through which there is proper communication among workers and hence they are ready to work
with each other. While implementing conflict management techniques, there is language and
cultural issue which affects performance of Berkeley Hotel.
Recommendations
There are some recommendations through which conflict management can be done in
proper and effective manner such as proper communication techniques, regular interaction
among employees, etc. Some recommendations are as under-
 there must be regular interpretation with workers, so there mindset can be analysed. In
case of negative feedback regarding company, then managers has to take corrective
actions.
 There must be different social activities such as movie, picnic, etc. through which there is
interaction among workers and they are comfortable with each other.
 While framing team there must be proper communication regarding roles and
responsibilities of workers. So there is less possibilities of duplication of commercial
activities hence productivity can be maintained.
Anticipated limitations
In this investigation, there is limitation of time because some employees are not ready to
revert. There is scope of this investigation in future for conducting similar research and for
improving research skills. If research related to brand loyalty is conducted, then this
investigation is helpful for researcher and reader as well.
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