Importance of Conflict Management in Retail: A Case Study

This report investigates the significance of conflict management within the retail sector, using Marks and Spencer as a case study. The introduction highlights the importance of conflict management in organizations, particularly within the retail industry, and the potential negative impacts of unresolved conflicts on productivity and profitability. The research objectives include understanding the concept of conflict management, examining issues faced by staff at Marks and Spencer, and analyzing the importance of conflict management approaches. The literature review delves into the concept of conflict management, exploring various conflict resolution strategies like collaborating, compromising, accommodating, competing, and avoiding. It also identifies major issues faced by retail staff, such as high job stress, poor communication, misunderstandings, and personal differences. The report emphasizes the importance of conflict management approaches in resolving these issues, fostering positive relationships, and improving overall organizational performance. The research proposal includes the research objectives, research questions, and a review of the literature. The methodology section outlines the research design, approach, and type, along with a rationale for the chosen methods, and discusses access to data and research ethics.

Research Proposal

Table of Contents
TITLE:.............................................................................................................................................1
1.0 INTRODUCTION ....................................................................................................................1
1.1 Identify a specific researchable topic area............................................................................2
1.2 Importance of the problem....................................................................................................2
1.3 Aim of the research project...................................................................................................3
2.0 RESEARCH OBJECTIVES AND RESEARCH QUESTIONS ..............................................4
2.1 Research objectives...............................................................................................................4
2.2 Research Questions...............................................................................................................4
3.0 LITERATURE REVIEW .........................................................................................................5
Concept of conflict management................................................................................................5
Major issues that can be faced by staff members within Marks and Spencer (retail business
sector)..........................................................................................................................................6
Importance of using conflict management approaches in resolving conflicts faced by staff
members of Marks and Spencer..................................................................................................7
4.0 METHODOLOGY....................................................................................................................8
4.1 Research Design, Research Approach and Research Type...................................................8
4.2 Rationale .............................................................................................................................9
5.0 ACCESS TO DATA AND RESEARCH ETHICS ................................................................10
6.0 LIMITATIONS .......................................................................................................................10
REFERENCES..............................................................................................................................11

TITLE:
An investigation is to analyse the importance of using Conflict Management within
retail sector.
1.0 INTRODUCTION
In organisation, there are many workers working for achieving aims and objectives but
due to difference in their skills and characteristics they are not able to get consent of all the
individuals (Behera, Mohanty and Prakash, 2015). Conflict refers to a difference among views of
individuals which are working with each other. In current environment, there is difference in
demand of individuals, hence difference occurs in their behaviour as well. In organisation, there
is requirement of conflict management through which possibilities of conflict can be reduced.
Conflict management is important in organisation because this gives positive impact on
organisational targets and objectives. This investigation is based on Marks and Spencer which is
one of the leading brand in retail sector providing clothes, floor and furnishing, home furnishing,
etc.
Retail sector is one of the leading and growing area in industry because there are different
products offered by them. Apart from this there is difference in demand of workers, so they want
to satisfy their personal demand. There are many departments in Marks and Spencer such as
marketing, HR, IT, purchase, sales, etc. So they work with collaboration for achieving aims and
objectives. Many employees are working to achieve aims and objectives. So they are allotted
with decision making power for successful performing business operations. There is difference
in working style of workers due to there are possibilities of conflict. So top level managers have
to make strategies to reduce down conflict. In case of conflict among workers, there is ill- effect
on performance of overall organisation such as productivity and profitability (Broadbridge and
Fielden, 2015).
For implementing conflict management strategies, there is requirement of taking
feedback from employees. In case of negative comment by employees corrective actions has to
be taken. Conflict can arise among workers because of personal conflicts, difference in thought,
etc. It is essential that managers to understand this issue and take corrective action. With
understanding issues among employees, HR manager of Marks and Spencer must plan role play
among them. Apart from this , there is requirement of complete information about consumers
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and social activities has to be planned such as outing, movie, festival get together, etc. With use
of conflict management techniques, it is easy to maintain positive impact on operations of
organisation. With the help of it, customer satisfaction can be achieved because quality of
product and services offered by Marks and Spencer.
1.1 Identify a specific researchable topic area
This research is based on conflict management which is one of the important aspect in
organisation which has to be followed. Due to conflict management, there are any problems in
organisation such as affects sales, profits, quality issues, etc. So this is the most important and
crucial issue faced by organisations these days. With the help of this investigation, individual is
able to understand about ways through which conflict can be reduced (Chkanikova and Mont,
2015). So with the help of this study, knowledge can be strategies for conflict management
strategies and its impact on overall growth prospects. Conflict management is management
strategy which assist in understanding mindset of workers and make them to force in specific
direction. It is important and significant to understand factors which is crucial and relevant for
organisation to maintain good brand image in industry. Hence conflict management is the
research topic area in which there is requirement of complete information regarding reducing
possibilities of conflicts can be reduced. Reader as well as researcher is able to understand about
ways through which conflict can be reduced among workers.
1.2 Importance of the problem
This problem is important because this is the major issue faced by organisation these days
because of hiring employees from different geographical region. Due to conflicts, there are
issues among workers does not want to work in team made this affects over all organisational
performance. With understanding conflict management, it is easy for managers of organisation to
make good and positive relations among workers through which they are able to understand
policies and understand changes which are taking place in market. This topic is important in
current market because of difference in cultural and religious values of workers. This assist to
make strategies through which workers are satisfied and perform actions to maintain decorum of
organisation (Evans, 2015).
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1.3 Aim of the research project
Aim is the part of topic which is more specific and whole investigation is based on this
aim. This is the section which provides complete information behind conducting investigation.
Aim for this research project is:
“To analyse the importance of using Conflict Management to reduce problems faced by
workers within the retail sector. A case on Marks and Spencer.”
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2.0 RESEARCH OBJECTIVES AND RESEARCH QUESTIONS
2.1 Research objectives
Research objectives are the sources which makes investigation authentic and relevant for
understanding whole study. With the help of objectives, it is easy to identify areas which is
studied for this study. Objectives of this investigations are as under-
 To understand the concept of conflict management.
 To examine the major issues that can be faced by staff members within Marks and
Spencer (retail business sector).
 To analyse the importance of using conflict management approaches in resolving
conflicts faced by staff members of Marks and Spencer.
2.2 Research Questions
Questions are the main questions which answers in this investigation and reader to
understand what has to be studied. With the help of these questions, main questions are discussed
on which investigation is based.
 What is the concept of conflict management ?
 What could be considered as major issues that can be faced by staff members within
Marks and Spencer (retail business sector) ?
 Why it is important to use conflict management approaches in resolving conflicts faced
by staff members of Marks and Spencer ?
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3.0 LITERATURE REVIEW
Literature review is the section in which secondary data is collected from online sources
on the basis of objectives. There are different sources through which information regrading
conflict management can be collected. But researcher collect information which is authentic and
properly dated. Literature review for conflict management is as under-
Concept of conflict management
The concept refers to the controversy. As it refers to the conflict between two or more
individuals or units originate from the concept that they must share resources of business action
and they have different objectives, opinions, values and perception. According to Eric
Dontigney, 2019 Conflict management refers to solve the conflict among the people or groups
and make balance among the groups. The view point of conflict is negative. Marks & Spencer's
conflict management have also been influenced by the controversial system of industrial
relations. Initially there were problems in the employees and hence company had to adopt
different techniques which are as:
Collaborating:- This refers the principle of win-win. Here, all units indulged are brought
together for a declaration. Proper listening and relevant communication are merged into the
result for best outcome. The aim here is to find a unique solution agreeable by everyone. With
the help of collaborating employees of Marks and Spencer have knowledge about any changes
which occurred in organisation. So it is easy to resolve issues and possibilities of occurring
similar issue in future is low.
Compromising:- This refers the principle of bend-bend. It means aligning with each
others, thoughts and view points where some points of both the parties can be entertained (Grace
and et. al., 2016). This technique can be used in various situation i.e. People of different level are
equally committed to aims and objectives are moderately important. With this technique, there is
equal weight-age to employees and their thoughts. Hence this creates satisfaction among
employees of Marks and Spencer and their conflicts gets reduced.
Accommodating:- This refers the principle of lose-win. In substance, giving up of
suggestions and thoughts so that another person wins and conflict ends. In this strategy under
which one party is ready to lose because they get agrees with the right facts. This assists in
creating positive relations with workers and tackle them to work as a team.
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Competing:- This refers to the principle of win-lose. If there is any conflict, an
individual or a group does not want to cooperate and simply wants that the opposite person will
lose. It is not good for maintaining positive relations with workers of Marks and Spencer . When
there is competition among workers regarding winning, they their working is not ethical.
Avoiding:- This refers to the principle of winners-losers. If a proposal is rejected by both
the parties then a third party will involve and take a decision without favouring any parties.
Under this strategies, policies are framed by management of Marks and Spencer in order to
reduce conflicts. With this there is no possibilities of negative communication and environment
in organisation.
Major issues that can be faced by staff members within Marks and Spencer (retail business
sector)
As per Annie Sisk, 2019. There are various situations in which an employee feel
frustrated and such frustrations results in conflicting issues. Some of the major issues that staff
members faces at workplace of Marks and Spencer are the following:
High job stress: To perform any work with full potentiality and efficiency it results in
high job stress that increases depression level, physical health problems and so on. Such
circumstances are prevalent with more demand addition to little control on working conditions
that results in conflicts among mangers and employees. Thus, employees faces issue of high job
stress that results in conflicts at Marks and Spencer.
Poor communication: All organisations relies on communication in order to accomplish
operations in limited time span When all the necessary as well as important policies or
informations are not communicated to employees at proper time period. Such situation leads to
poor communication or lack of understanding among team members which can create ill feelings
along with conflictual situations at Marks And Spencer (Johnstone, 2016).
Misunderstandings: Business have enormous regulations addition to policies. Such
regulations or policies are many a times not transparent together with easy compliance that can
lead an organisation towards purposeful non compliance activities. Managers of marks and
Spencer noted that critical policies can result in conflicts at the time when employees are deemed
towards counterproductive.
Personal differences: Organisational managers makes hiring decision as they feel that
the new candidates are talented as well as suits the job position. The more employees are hired,
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the more personal differences arises due to unique personalities and separate values. Such
differences among staff force of Marks and Spencer can leads towards conflicts irrespective of
any issue.
Importance of using conflict management approaches in resolving conflicts faced by staff
members of Marks and Spencer
As per Mike Myatt, 2019 Conflict management approaches adopted by managers of
Marks and Spencer are collaborating, accommodating, avoiding, compromising addition to
competing with the aim to resolve conflicts. Conflicts arises among staff members due to
personal differences, poor communication and misunderstandings. Such approaches helps in
understanding situations and managing them so to strengthen the bond so that problems
automatically disappear with effective communication. The approaches are important as they
helps in finding ways or alternatives to resolve conflicts and implementing ideas for the same.
Resolving conflicts helps in fighting negative consequences and building effective relationship
among work force of Marks and Spencer. Conflict resolution approaches plays important role in
disappearing stress, enhancing motivational level as well as making staff members happy. With
the help of such resolution approaches, employees seeks conflicts as opportunity to learn
something new and attain potentiality for personal development addition to growth by
stimulating innovational techniques to perform work in conflictual situations. Staff members
after resolving conflicts in effective manner they can accomplish goals by handling situations in
appropriate manner along with strengthening relationships. Once conflicts among staff members
are resolved, bullying are prevented at workplace and people start appreciating each other ideas,
values, thought and views that enhances efficiency level to work with higher potentiality as to
attain higher outputs.
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4.0 METHODOLOGY
Research methodology is the chapter in research which covers tools and method are
discussed which are used to complete this investigation. It is important to collect information
regarding tools and techniques because this makes study relevant and authentic. Some research
techniques are discussed as under-
4.1 Research Design, Research Approach and Research Type
Research Design is the specified way in which investigation is conducted. Design has to
be clear and specified because this assist in communicating proper data to reader. Descriptive,
exploratory, experimental research design are three types of design in which research can be
conducted. Descriptive research design is best because this provides complete information about
techniques and assist in understanding study in detailed manner.
Research approaches includes ways in which investigation is done. This is important to
know policies which are used to perform research activities to interpret its way. There are two
types of research approach i.e. inductive and deductive approach. In this investigation, deductive
approach is used because this covers major aspects with covering smaller ideas (Koyana and
Mason, 2017).
Research Type are the ways in which investigation is conducted. There are two ways of
conducting study i.e. qualitative and quantitative research. To make this investigation reliable
and authentic, qualitative investigation is used. This type is bets because with this information
collected can be communicated with use of graphs and charts without using statical techniques.
Reader get complete information about importance of conflict management techniques because
there is proper justification behind each and every view mentioned in study.
Research philosophy refers to the beliefs and practices which has to be followed for
understanding importance of conflict management strategies properly. There are three types of
philosophies such as pragmatist, interpretivist and positivist philosophy. In this research,
positivist philosophy is used. This is the best way because this covers major prospectives which
are important for completing investigation.
Time horizon is the strategy through which period of time required to complete
investigation can be identified. There are two types of time horizon i.e. longitudinal and cross
sectional strategies. In this investigation, cross sectional strategy is used because time required to
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conduct this investigation is pre- determined before starting the project. In order to understand
time required for different activities are done with the help of Gantt Chart is the research
technique through which time required to complete investigation can be known. There is
horizontal and vertical lines with which individual is able to understand ways synchronisation of
research activities and time required for it through graphs and pictures.
Sampling strategy is defined to the procedures used for analysis statistical data in which
certain observant are chosen from the large universe which represents whole population. There
are two type of samplings that are used by any researcher. One is probabilistic sampling while
other is non probabilistic sampling. In probabilistic sampling, all sample population have equal
chances to get hand-picked as representative sample. In contrary, in context to non probabilistic
sampling, the probability of chosen individuals as samples are not fixed (Lee, 2015).
In this research, researcher has chosen simple random probabilistic sampling as all
respondents have equal opportunity for selection. The research has selected 50 employees of
Marks and Spencer as samples as they have knowledge in context to conflict management at
workplace.
4.2 Rationale
As per the above mentioned strategies it has been evaluated that the selected research
design is descriptive provides detailed information to researcher or reader about conflict
management. Other than this, methodology approach that is opted is deductive approach which
will help the researcher to covers major aspects related with management of conflicts in smaller
areas. The selected research techniques includes questionnaires, interviews and observations of
situations pertaining with conflict management at Marks and Spencer. Selected sample size is 50
employees who have detailed knowledge regarding conflict management at respective
organisation. Hence, with the help of all strategies such as research design, research approaches,
research type, research philosophy, time horizon and sampling strategy, all the research aims and
objectives are achieved in effective manner (Legendre, 2018).
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5.0 ACCESS TO DATA AND RESEARCH ETHICS
Access to data
Sources of data collection are the ways through which researcher can collect information
to complete study. Primary and secondary are two sources through which data can be collected.
Primary source of information is the way in which research collects fresh information through
questionnaire or personal interview. Hence this method is time and cost consuming. While
secondary method is used to collect information from online source, books, journals, newspaper,
etc. This is the best way through which all over idea about products and services can be known.
There are possibilities that information is irrelevant so it is essential to select relevant article
from internet. In this investigation, both the methods are used because this assist in
understanding conflict management properly and collect views of others as well to interpret and
conclude it. Samples are selected as 50 employees of Marks and Spencer through simple random
probable sampling.
Research Ethics
Research ethics are applied as to ensure that the results are relevant. Research ethics
includes informed consents, confidentiality together with anonymity. In context to informed
consent, all the information are communicated to primary research respondents related with
research objectives as well as results. But in anonymity, no such information are provided to
research participants (Little, 2015). In contrary, with confidentiality, information related with
research results are shared with such respondents who have interest in results addition to
participated with specific capacity in the research.
6.0 LIMITATIONS
The limitations of research are lack of time to complete the research and cost. Due to
limited time and cost, researcher had to allot time phases for each activity part with economical
costs so that work on each activity will be carried out effectively (Wilton, 2016). Resulting time
in context to primary research had limited the achievement of responses through questionnaires
and interviews. Due to limited time, respondents failed to deliver back the filled questionnaires
that resulted in extension of time period to complete primary research.
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REFERENCES
Books and Journals
Behera, P., Mohanty, R. P. and Prakash, A., 2015. Understanding construction supply chain
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Evans, S., 2015. Juggling on the line: Front line managers and their management of human
resources in the retail industry. Employee Relations. 37(4). pp.459-474.
Grace, A. R. And et. al., 2016. Building franchisee trust in their franchisor: insights from the
franchise sector. Qualitative Market Research: An International Journal. 19(1). pp.65-
83.
Johnstone, S., 2016. Labour and management co-operation: workplace partnership in UK
financial services. Routledge.
Koyana, S. and Mason, R. B., 2017. Rural entrepreneurship and transformation: the role of
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Lee, K. H., 2015. Drivers and barriers to energy efficiency management for sustainable
development. Sustainable Development. 23(1). pp.16-25.
Legendre, V., 2018. Evolution of retail channels: situation, perspectives and concerns for the
pork sector. Journées de la Recherche Porcine en France. 50. pp.245-250.
Little, B., 2015. The purchasing–and practical benefits–of a learning management
system. Industrial and Commercial Training. 47(7). pp.380-385.
Monios, J., 2015. Integrating intermodal transport with logistics: a case study of the UK retail
sector. Transportation Planning and Technology. 38(3). pp.347-374.
Ohanyan, A., 2015. Networked Regionalism as Conflict Management. Stanford University Press.
Rao, R. A., 2015. Technology assimilation through conjunctures–a look at IS use in
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Rye, T., 2016. The implementation and effectiveness of transport demand management
measures: An international perspective. Routledge.
Taşan-Kok, T. and Oranje, M. eds., 2017. From Student to Urban Planner: Young Practitioners’
Reflections on Contemporary Ethical Challenges. Routledge.
Wilton, N., 2016. An introduction to human resource management. Sage.
Online
Dontigney. E., 2019. 5 Conflict Management Strategies. [Online]. Available through:
<https://smallbusiness.chron.com/5-conflict-management-strategies-16131.html>.
Myatt. M., 2019. 5 Keys of Dealing with Workplace Conflict. [Online]. Available through:
<https://www.forbes.com/sites/mikemyatt/2012/02/22/5-keys-to-dealing-with-
workplace-conflict/#50fc27f81e95>.
Sisk. A., 2019. What Are the Four Causes of Conflict. [Online]. Available through:
<https://bizfluent.com/info-8171863-4-causes-conflict.html>
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