The Impact of Conflict Management Strategies - Hilton

Research Project

Title: “To determine the impact of conflict management strategies to improve employees
productivity. A case on Hilton hotel.”
CHAPTER 1: INTRODUCTION
Overview of research
In business organisation, conflict is a crucial part which occur at workplace while
working in a team. Thus, it is important for management to manage all the dispute and negative
situation within the workstation to encourage workers towards the job activities and also support
in establishing optimistic working station. In this regards, conflict management is crucial process
support in developing an appropriate strategies that assist in resolving issues arise among
employees. By this, organization may established positive working environment that assist in
increasing the chances of attaining set targets (Ekienabor, 2016). In case conflicts get arise
among employees as it effect on the group activities in negative manner. It also influence
workers performance in adverse manner. Current research is based on Hilton hotel which is UK
based hospitality industry that provide their hotel and resort services to its customers in over the
world for accomplishing their agonistic brand image. As company also develop effective
strategies to conflict management that support in rising employees activities within the
organisation. It also help in improving productivity level of the workers that may reduce
employee turnover.
Background of research
Conflict management consider as an ability to identify as well as handle conflicts fairly.
As it also help workers to amend their action at workplace and also reduce the chances or arsing
issues. In this context, the main aim of conflict management is to increase acquisition activities
and group outcomes that consist appropriate productivity in business organization. Hilton hotel is
a global brand that provide full hotel services, resort to large number of customers in over the
world. Mainly, it is American multinational company and founded by Conrad Hilton to
accomplishing their famous image at market place. Company were 586 Hilton hotel and resorts
properties along with around 215263 rooms in 85 countries. For attaining success , it is crucial
for Hilton hotel to motivate employees for assigned activities (Horseman, 2016). This is possible
when workers get favourable and healthy work environment. In this, management of the
company focus on keeping employees retain within the company by formulating effective

conflict management strategies. It directly contribute in improving employee satisfaction at
workplace.
Rationale of research
The primary purpose behind selecting this investigation is to learn about conflict
management strategies that used by the company in order to reduce conflict within the
organisation and workers as well (Faisal Ahammad and et. al., 2015). Along with this, it also
help researcher in enhancing their knowledge towards the actual impact of conflict management
on improving workers performance within the organization. By this, investigator easily develop
their skills about the tools and techniques that used to effectively perform their activities.
Research aim
“To determine the impact of conflict management strategies to improve employees
productivity. A case on Hilton hotel.”
Research objectives
 To determine the concept of conflict management.
 To identify the influence of conflict management over employees performance in Hilton
hotel.
 To evaluate the relationship between conflict management strategies and employees
performance in Hilton hotel.
Research questions
 What is the concept of conflict management?
 What is the influence of conflict management over employees performance in Hilton
hotel?
 What is the relationship between conflict management strategies and employees
performance in Hilton hotel.
Gantt Chart
It is consider as an effective tool that help in representation activities of research in
graphical manner along with its allotted time in which task will be completed. Along with this, it
also provide guidance and right direction to workers to effectively complete the research
activities in stipulate time frame.
CHAPTER 2: LITERATURE REVIEW
Concept of conflict management

As per the thought of Lee, Gino and Staats, (2014) Conflict management refers to a
practise used by various companies in order to identify, handle, reduce and eliminate conflicts
and disputes arise within the organization in an effective manner. It is the aspect which cannot be
ignored by anyone as well as which affects the performance of staff members. It is very
important for the managers to have conflict management skills so that they can handle such
adverse situations in an effective manner and enhance the performance of employees. It has also
been identified that there are ample number of methods used by management team of the
organization for handling conflicts arise. For instance, managers and leaders of Hilton Hotel,
adopt various methods within their organisation which includes compromising, accommodating,
competing, avoiding and collaborating. It is very important to manage conflicts in an effective
manner so that they will enhance the productivity of hotel and gain competitive advantage at
marketplace.
Influence of conflict management over employees performance in Hilton hotel
As per the views of De Been and Beijer, (2014) conflicts arise within the organization
highly influence the performance of employees in negative manner. Their is a direct relationship
between conflict and employees performance. If there is high conflicts situation within the
organization, performance of employees will be decrease and affect the profitability. On the
other hand, if managers reduce situation of conflicts it will aid in enhancing the performance of
staff members in an effective manner. Therefore, it is required by the management team of
Hilton hotel to keep the working environment conflict free as it will leads to enhance the
performance as well as productivity of the employees in a positive manner. For this, managers
should have effective skills with the aid of which they can reduce or resolve the situation of
conflicts arise in the premises of hotel. By regular monitoring and evaluating the conditions of
organization, managers might reduces the chance of conflict arise between employee or
employers. Along with this, by fulfilling the requirements of staff members can motivate them
in order to accomplish their tasks in an effective manner.
Relationship between conflict management strategies and employees performance in Hilton
hotel
According to the thoughts of Horseman, (2017) there is an interdependence
relationship between employee performance and conflict management strategies. It has been
identified that conflicts highly influence the functionality and performance of staff members.

Apart from this, healthy environment can motivate and encourage employees to perform their
task with full dedication and get positive outcome. For this, managers of Hilton hotel need to
develop some strategies so that they can enhance the performance of its staff members and
achieve competitive advantages at the market place. Some of the conflict management strategies
are Accommodating, collaborating, compromising, avoiding and competing. With the help of
such strategies managers can develop potential and skills in their employees so that they can face
these kind of adverse situations in an effective manner. If all these strategies effectively
implement within the organization, management team can improve the performance of staff
members. Therefore it has been said that there is an interdependence relationship between
conflict management strategies and employees performance.
CHAPTER 3: RESEARCH METHODOLOGY
Research Design
It refers to a set of various methods and procedures used by researcher for gathering and
examining specified in research problems (Colombo and Stanca, 2014). On the basis of
problems faced during research work, an effective research design is formulated. It is
methodology with the aid of which investigator try to resolve problems. For a specific person or
issue, survey is done by researchers.
Research approach
It refers to the structured plan and procedure to the problems. It is categories into two parts
which are data analysis and collection. Further, data collection includes quantitative as well as
qualitative and on the other hand data analysing involved inductive and deductive. In case of
inductive data analysing research use this while assessing secondary data and is largely adopted
for collecting qualitative data. It helps in attaining raw information in an effective manner as well
as develops a direct link between aim of the research. But on deductive approach, theories are
going to be explored. Further, it has been identified that as compared to deductive approach,
inductive is time consuming but gave authentic information in an effective manner (Samnani and
Singh, 2014). In the present research report, investigator use inductive approach. Reason behind
this is that it is based on qualitative method as it involves secondary method for collecting data.
All the information is gathered from journals, articles and from past experience of researchers.
Data collection methods

Data collection is a method in order to collect and gather information to achieve required
results. It is basically of two types which is primary as well as secondary data collection method
(Konings and Vanormelingen, 2015). Information is collected by researcher for the first time
with the help of interview or questionnaire method in case of primary method. But, secondary
data collection method includes information collected through articles, internet, Journals and so
on. In the present research, investigator adopt both primary as well as secondary data collection
method as it will provide authentic information within specific period of time.
Questionnaire: In order to collect data for the first time, researcher use this method
which includes a series of questions. These questionnaires filled by the respondents in order to
gather authentic data, so that researchers can effectively examine these information.
Sample size: It refers to the amount of respondents chosen by researcher in order to
collect information from the whole universe (Broszeit and et. al., 2016). In the present research,
scholar has chosen 30 respondents who are the stakeholders of Hilton Hotel so that they gather
information in an effective manner and within specified time period.
CHAPTER 4: DATA ANALYSIS
Questionnaire
Name:
Age:
Contact No.:
Email Address.:
Q1) Are you aware about the conflict management?
a) Yes
b) No
Q2) Is conflict management assist in improving workers performance within the
organization?
a) Yes
b) No
Q3) What kind of conflicts arise at workplace over the employees working activities?

a) Employees dissatisfaction
b) Negative working environment
c) Issues among workers
Q4) What is the impact of conflict management on employees performance in Hilton
hotel?
a) Positive relationship among workers
b) Involvement of workers
c) Improve productivity level
Q5) What are the reason of conflict that arise among workers within the organization?
a) Issues at workplace
b) Work pressure
c) Negative behaviour of management
Q6) Who is the most affected due to conflicts among workers and workplace of Hilton
hotel?
a) Customers
b) Employees
c) Management
Q7) What are the conflict management strategies used by Hilton hotel to reduce conflicts?
a) Accommodating
b) Collaborating
c) Compromising
Q8) What are the benefits of conflict management strategies for Hilton Hotel to improve
employees performance?
a) Employee retention
b) Enhancement of productivity
c) Employee satisfaction
Q9) Is effective management of conflicts increase employee retention within the
organization?
a) Yes
b) No
Q10) Recommended the ways by which conflict management can be managed in Hilton

hotel.
Q1) Do you have any idea about conflict management? Frequency
a) Yes 20
b) No 10
Q2) Is conflict management help in improving workers
performance within the organization?
Frequency
a) Yes 25
b) No 5
Q3) What kind of conflicts arise at workplace over the employees
working activities?
Frequency
a) Employees dissatisfaction 15
b) Negative working environment 10
c) Issues among workers 5
Q4) What is the impact of conflict management on employees
performance in Hilton hotel?
Frequency
a) Positive relationship among workers 13
b) Involvement of workers 10
c) Improve productivity level 7
Q5) What are the reason of conflict that arise among workers
within the organization?
Frequency
a) Issues at workplace 14
b) Work pressure 11
c) Negative behaviour of management 6

Q6) Who is the most affected due to conflicts among workers and
workplace of Hilton hotel?
Frequency
a) Customers 12
b) Employees 12
c) Management 6
Q7) What are the conflict management strategies used by Hilton
hotel to reduce conflicts?
Frequency
a) Accommodating 13
b) Collaborating 12
c) Compromising 5
Q8) What are the benefits of conflict management strategies for
Hilton Hotel to improve employees performance?
Frequency
a) Employee retention 17
b) Enhancement of productivity 8
c) Employee satisfaction 5
Q9) Is effective management of conflicts increase employee
retention within the organization?
Frequency
a) Yes 20
b) No 10
Theme 1: Idea about conflict management.
Q1) Do you have any idea about conflict management? Frequency
a) Yes 20
b) No 10

Interpretation: From the preceding mentioned graph it can be examined that conflict
management is one of the important process in which management of company tries to manage
issues present within the organisation and between workers also. By this, workers develop their
confidence and productivity to accomplishing their target. In this, 20 out of 30 people have ideas
towards the conflict management that may support them in minimizing issues at working area.
Furthermore, 10 respondents are not aware about this theme.
Theme 2: Conflict management assist in improving workers performance within the
organization.
Q2) Is conflict management assist in improving workers
performance within the organization?
Frequency
a) Yes 25
b) No 5
Interpretation: Conflict management consider as an important activity that support in rising
workers productivity in company to attain set targets. In this, management of company is
responsible for managing conflicts in order to make workers more productive and motivated as
well. In this context, 25 people think that effective management of conflicts may amend the
employees efficiency level at workplace that impact on performance of company in positive
manner. Apart from this, 5 participants think that conflict management is not important for
improving workers productivity.
Theme 3: Employees dissatisfaction is a conflict arise at workplace over the employees
working activities.
Q3) What kind of conflicts arise at workplace over the employees
working activities?
Frequency
a) Employees dissatisfaction 15
b) Negative working environment 10

c) Issues among workers 5
Interpretation: There are different conflicts that arise at workplace over the employees
performance. It may adversely effect on employees productivity within the organization.
According to 15 out of 30 responsive put their views that employer dissatisfaction is one of the
major conflict that may impact on the productivity of the company in negative manner. As per 10
people they think that negative working environment is the main conflict that arise at workplace
over the employees performance. On the other side, 5 people said that issues among workers is
also a conflict that faced by employees at workplace. It can reduce the chances of attaining
success.
Theme 4: Positive relationship among workers is the impact of conflict management on
employees performance in Hilton hotel.
Q4) What is the impact of conflict management on employees
performance in Hilton hotel?
Frequency
a) Positive relationship among workers 13
b) Involvement of workers 10
c) Improve productivity level 7
Interpretation: According to the diagram it can be examined that effective conflict management
is view as an crucial activity that provide support to workers in enhancing their performance
level at workplace. In this, 13 out of 30 answering said that effectual conflict management may
aid in developing positive relationship among all the workers to amend their performance level.
Moreover, 10 people are think that management of conflicts help in increasing involvement of
workers that support them in keeping motivated towards the job activities. Apart from this, 7
respondents said that positively impact in improving productivity level of the workers within the
organization.

Theme 5: Issues at workplace is the reason of conflict that arise among workers within the
organization.
Q5) What are the reason of conflict that arise among workers
within the organization?
Frequency
a) Issues at workplace 14
b) Work pressure 11
c) Negative behaviour of management 6
Interpretation: In business organization, various reasons of conflicts are there that occur
between workers present in the organization. Thus, it is important for management of the
company to effectively analysis the reason that assist in evaluating the actual reason behind
arising conflicts. In this context, 14 out of 30 participants give their views that issues arise at
workplace is the main reason that employees are faced. Along with this, 11 people said that work
pressure is one of the important reason of conflict that occur in-front of employees within the
organisation. On the other side, 6 respondents think that negative behaviour of management with
workers is the reason that reduce the encouragement of worker within the organization.
Theme 6: Most affected due to conflicts among workers and workplace of Hilton hotel.
Q6) Who is the most affected due to conflicts among workers and
workplace of Hilton hotel?
Frequency
a) Customers 12
b) Employees 12
c) Management 6
Interpretation: From the above mentioned graph it has been examined that, conflicts can easily
arise at workplace which reduce employees productivity and at the same time also get workers

demotivated towards the allotted activities. By this different parties are affected and also
negatively impact on the overall performance of the company. In this context, 12 out of 30
people are think that customers are higher affected by the conflicts among employees that may
reduce the customers base within the organization. 12 respondents think that employees are
affected by which workers reduce their motivational level within the organisation and also lose
their confidence. On the other side, 6 participants think that management of the company is also
affected through conflicts that arise among employees at workplace.
Theme 7: Accommodating is and effective conflict management strategies used by Hilton
hotel to reduce conflicts.
Q7) What are the conflict management strategies used by Hilton
hotel to reduce conflicts?
Frequency
a) Accommodating 13
b) Collaborating 12
c) Compromising 5
Interpretation: For managing conflict, business organization use different strategies that
provide them support in eliminating issues and disputes at workplace. This will improve the
motivation level of workers that make them able to handle all the issues occur at workplace. In
this regards, 13 out of 30 respondents think that accommodating is an effective strategy of
conflict management that entails giving the opposing side what it wants. By using this, company
can easily manage the issues and disputes. Along with this, 12 participants give their views that
collaborating is also an appropriate strategy that possible by integrating ideas set out by different
or multiple people. It help in finding the creative solution that acceptable by every person. Apart
from this, 5 people think that Compromising is a strategy that calls for both sides of issues to
reduce the issues and also accomplished the acceptable solution among workers at workplace.
Theme 8: Employee retention is the benefit of conflict management strategies for Hilton
Hotel to improve employees performance.
Q8) What are the benefits of conflict management strategies for Frequency

Hilton Hotel to improve employees performance?
a) Employee retention 17
b) Enhancement of productivity 8
c) Employee satisfaction 5
Interpretation: When conflicts are manage appropriately then it provide various benefits to
workers and company as well. By this business can improve their performance level and also
attain agonistic edge from its competitor. In this context, 17 out of 30 participants give their
views that conflicts management strategies assist in holding workers a workplace for longer
period of time. Along with this, 8 people think that better conflict management strategies may
heighten the productiveness of the workers within the organisation by encouraging them towards
the allotted task and activities. Apart from this, 5 respondents said that proper management of
conflicts may aid in enhancing employee satisfaction that may impart in execute competitive
brand image.
Theme 9: Effective management of conflicts increase employee retention within the
organization.
Q9) Is effective management of conflicts increase employee
retention within the organization?
Frequency
a) Yes 20
b) No 10
Interpretation: Effective conflict management is one of the crucial aspect that help employee to
make their performance more productive. It also become more appropriate through which
employees develop healthy relation between other employees. It help in attaining success and
also retain workers within the company and also make them loyal towards the company and its

objectives as well. It assist in enhancing the chances of attaining competitive edge from its rivals.
According to 20 out of 30 respondents they think that effective management of conflict aid in
enhancing employee retention because it make healthy and favourable environment at workplace
so that employees can easily attain their target by putting their best. Apart from this, 10 people
does not think as per this statement.
CHAPTER 5: CONCLUSION AND RECOMMENDATION AND
LIMITATION
Conclusion
From the above discussed research it can be concluded that conflict management is an
crucial process which directly influence performance of the employees within the organization.
Mainly, conflicts among workers may create destructive image of the company in front of its
customers and workers as well. This will reduce the profitability of the company and at the same
time also increase employee turnover. In this context, effective conflict management is also
helpful in maximizing the employees performance and satisfaction as well. Through which
workers can easily hold within the organization for longer period of time. Furthermore,
management of conflicts may also influence workers on positive manner and make them
motivated towards the task and activities at workplace.
Recommendation
According to the research it has been recommended that Hilton hotel direct their business
at global level with the aim of enhancing their productivity. In this company also needs to
manage all the skilled and talent workforce at workplace so that company can easily accomplish
their competitive image. As there are some following improvements that implement by the
company to manage conflicts in an appropriate manner:
 Hilton hotel should evaluate workers performance as per daily basis in order to
determine the issues that faced by workers at workplace. By this, management easily
reduce the dissatisfaction among all the workers and improve quality performance.
 Company should provide proper motivation while executing its working activities so that
they can easily accomplished their target and also make them productive towards the set
goals and objectives.
 Proper events related with employees should be undertake by the company to make
employees socialised with another staff members. This will improve the chances of

keeping positive relation with workers and at the same time also avoiding all the issues
and conflicts. By this company maintain their positive and healthy work environment.
Limitation
Present research is based on wider concept which required lots of information towards the
research topic in order to find positive and reliable results. In this regards, the main limitation of
this research is insufficient time and cost. As employees get limited time to execute their allotted
activities this may increase working pressure over the workers. This will negatively impact on
the their overall performance. By this they also not available for responding towards the
researcher queries. For this, researcher use questionnaire for save time in order to providing valid
and reliable information. On the other side, if investigator have more time they they carry out
interview as an alternative method. This will help in gathering in-depth and detailed information.
With the assistance of this, researcher easily find a better way to attaining positive results.

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