Research Report: Conflict Management and Supportive Culture at M&S

This research report investigates the impact of conflict management on fostering a supportive culture to attain a competitive position, focusing on the case of Marks & Spencer (M&S). The study explores the positive and negative effects of conflict within organizations, emphasizing the importance of effective conflict management in enhancing employee performance, reducing turnover, and achieving long-term goals. The report outlines the research methodology, including research philosophies, data collection methods, and ethical considerations. It presents a literature review, analyzing the benefits of conflict management, the role of conflict resolution in improving supportive culture, and the significance of such a culture in achieving competitive advantages. The study aims to identify the impact of conflict on M&S's competitive position, the benefits of conflict management, ways of conflict resolution, and the importance of a supportive culture. The findings are discussed in the context of existing literature, and the report concludes with recommendations for M&S to improve its business practices related to conflict management and supportive culture.

Research Project report

ABSTRACT
The present research is based on impact of conflict management in improvement of
supportive culture to attain competitive position. Conflict management is related to managing the
conflict issues at workplace and develops the positive relationship among the employees and
managers. The aim of this research is to analysis the impact of conflict management in
improvement of supportive culture to attain competitive position. It states about the negative and
positive impact of conflict on organization and in developing the supportive culture of company.
In research methodology, different methods has been used such as research philosophies,
approached, data collection methods and ethical considerations. The discussion has been based
on the literature review part and examines the different questions. Conclusion has been used on
the research which has been conducted on the impact of conflict management in improvement of
supportive culture to attain competitive position. Recommendations have been given to the
company to make improvement in business.

Table of Contents
ABSTRACT....................................................................................................................................................2
CHAPTER 1: INTRODUCTION........................................................................................................................4
CHAPTER 2: LITERATURE REVIEW................................................................................................................8
CHAPTER 3: METHODOLOGY.....................................................................................................................16
CHAPTER 4: RESULTS AND FINDINGS.........................................................................................................20
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS..............................................................................28
REFERENCES..............................................................................................................................................35

Title: Impact of conflict management in improvement of supportive culture to attain
competitive position.
CHAPTER 1: INTRODUCTION
1.1 Background of Research
According to Boyle (2019), Conflict management is practice of being able to determine
as well as handle the conflict, fairly, efficiently and sensibly. Along with this, conflict
management refers to the process of limiting the negative or unfavorable aspects of conflict
while enhancing the positive aspects of conflict. Reduction of conflict in the working place is
essential and important for an organization because it support them by reducing the high
employee turnover and also enhancing the employee performance that results in higher growth
and success. This will further support company in accomplishment of long term goals and
objectives as well as competitive advantages within minimum time period. The aim of conflict
management is to improve learning as well as group outcomes, such as effectiveness or
performance within an organizational setting. Managers are responsible for resolving conflict at
work place in professional manner. Managing the conflict at workplace is helpful in developing
the supportive working environment and this help an organization to gain the competitive
benefits. Conflict management is related to ideas and techniques which are mainly designed to
minimize negative impact of conflict and increase positive outcomes for all involved parties
(Black and Falk, 2019). Arising the conflict at workplace develops the negative impact on the
employee’s performance, relationship among employer and employee, organizational
productivity and profitability. It is necessary for the manager to focus on reducing the chances of
conflict and also motivating the employees to work together for attaining the set objectives
within given period of time.
About company
Marks & Spencer is British multinational retailer with headquarter in London, England.
This company was founded in year 1884 by Michael Marks and Thomas Spencer in Leeds. It is
specialize in selling of clothing, home items and food products. The main focus of Marks &
Spencer is to develop the supportive working environment for employees so that they can work

effectively without arising the conflict. Mission statement of M&S is to make inspirational
quality accessible to others. Vision statement of Marks and Spencer is to be the standard against
which others are measured- Benchmarking. Therefore, M&S is a multinational retailer that
provides different types of services and products to their customers. Company is specialises in
selling of home product, food product and mainly clothing. Company is located in all over the
world and headquartered in London, England, United Kingdom. Thus, company served
worldwide area and also provides quality in product at affordable price.
Rationale of Research
Present research is based on the impact of conflict management in improvement of
supportive culture to attain competitive position. Managing the conflict is one of the main roles
of manager at workplace. It provides competitive advantage of business and all employees are
working together at workplace to attain the common objectives. Researcher conducts
investigation from personal and professional point of view. In context to personal, researcher
wants to increase its personal understanding as well as skills so that it can able to increase its
knowledge base (Einarsen and et. al., 2018). On the other hand, researcher wants to conduct
investigation in a professional manner because it wants to know about the conflict management
in a detailed manner and in what manner conflict management helps in providing the competitive
advantage to business. From conducting the present investigation, researcher wants to enhance
knowledge about conducting investigation in a systematic manner by following all the research
activities. This will help in future to researcher while conducting the similar kind of research in
an easy manner.
Significance of Study
This study is significant because it support researcher by increasing their research skills
such as literature review, data collection, data analysis, knowledge regarding the SPSS etc. All
these will helps researcher in completion of each and every activity of study in minimum time
and successfully. This research is also important at academic level by enhancing their knowledge
and skill about the conflict management and its significance for an organization in attainment of
strategic position. Therefore, this study is important at personal as well as academic level. In
addition, this study will also assist investigator to complete full project within allotted time
duration.

1.2 Problem Statement
Conflict at workplace is a major problem for M&S because it increase misunderstanding
among employees that will be not essential for the growth and success of company. There are
number of drawbacks of conflict in the workplace of company such as lost work time and
productivity, high turnover, damage to organization reputation, lowered job motivation, health
costs due to stress, legal cost due to litigation, sabotage, theft and damage etc. All these are
consider major problem for company that will effects over their performance as well as growth
level in marketplace. Therefore, it is important for company to manage and solve conflict
because it helps them by increasing productivity and also in reduction of high employee
turnover.
1.3 Research Aim and Objectives
Aim
“To analysis the impact of conflict management in improvement of supportive culture to
attain competitive position.” A study on Marks & Spencer.
Objectives
 To analyze the impact of conflict on Marks & Spencer in attainment of competitive
position at market.
 To identify the benefits of conflict management towards an organisation.
 To determine the ways of conflict resolution and their role in improving supportive
culture at M&S.
 To investigate the importance of supportive culture in achieving competitive benefits.
Questions
 What is the impact of conflict on Marks & Spencer in attainment of competitive position
at market?
 What are the benefits of conflict management towards an organization?

 What are the ways of conflict resolution and their role in improving supportive culture at
M&S?
 What is the importance of supportive culture in achieving competitive benefits?
1.4 Significance of the project
This project is important and significant because it helps in identifying of effectiveness of
conflict management within an organization. Conflict management is important and essential for
company because it will helps them by reducing conflict among employees that results in higher
productivity and profitability. Management of conflict at workplace is also essential for company
in accomplishing competitive advantages easily. There are different benefits of solving conflict
in the workplace such as increased performance, productivity and motivation, reduction of high
employee turnover, reduced stress, absenteeism, presenteeism, Enhanced workplace
communication, team functioning and effectiveness, Development of conflict resolution skills
etc. All these are consider biggest advantages of conflict management that support an M&S in
attainment of better advantages within minimum time period (Spiegel, 2019). Along with this, if
this project publish in marketplace that will helps in increasing awareness about the significance
of conflict management among organization, individual and societies. Thus, this project is highly
significant for all of them. Thus, Workplace conflict can lead to reduced engagement as well as
productivity, increased stress, presenteeism, absenteeism illness and higher turn over. This
project will also essential for investigator by increasing their understanding about the topic and
also research skills. This will support them in completion of full project within less period of
time and in successful manner.

CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
The literature review give foundation of the knowledge on impact of conflict
management in improvement of supportive culture to attain competitive position. This
determines the areas of prior scholarship in order to prevent from duplication and give the credit
to some other investigators. This part of research mainly helpful in determine the gap in present
investigation. To collect the data and information in this present investigation, there have been
secondary sources used such as books, articles, internet sources and journals (Elgoibar,
Munduate and Euwema, 2016). Literature review is helpful in providing the clear explanation
regarding the area of research.
2.2 Key Definitions
Impact of conflict on Marks & Spencer in attainment of competitive position at market
As per opinion of Stephanie Gosnell (2020) Conflict at workplace is state of discord that
caused through perceived or actual opposition of requirements, interests and values among
people which working together. There is an inevitable clash among the formal authority a well as
people or groups are mainly impacted. As conflict at workplace arise and it impact on the
workplace environment. The workplace conflict consists conflict type that taken place within
workplace among the employees and managers consisting conflict among staff members. This is
broad concept that consist many kind of the conflict that treated separately such as labor
management conflict and employment conflict. The conflict mainly impacting firm that can
occur person among the people and groups. Within the group, sometimes conflict arise and cit
mainly caused through the struggles over status and also scare resources. In order to this,
constructive resolution of such kind of conflicts can attained by rational process of the problem
solving that couples with willingness in order to explore problems ans also the different
alternatives for listening each other (Soliku and Schraml, 2018). In this, it is complex to handling
and also resolving conflicts which arise at workplace. There are different reason for arising
conflict at workplace such as poor communication, personality clashes, various values, different
interests and the poor performance. Other than this, personality clash is also a main cause of the

workplace conflict. The people which have the different beliefs and values impact way they
work and solve the issues. The clashed mainly occur when the employees have complexity in
understanding. On the other hand, scarcity of resources and poor understanding result in
competition among employees as well as poor performance through some staff members which
causes the extra workload for other people. From this, company face the issue of increasing
productivity in business and also attaining the competitive benefits at marketplace. In Marks &
Spencer company, it is a responsibility of manager to manage the conflict an also focus on
develop the positive working environment so that all employees can work together and company
can get the competitions positive at marketplace (Proksch, 2016). There are positive and negative
impacts of conflict on Marks & Spencer given below:
Positive impact
Social change- The conflict contributes towards the social change in Marks & Spencer
that assuring both intergroup and the interpersonal dynamics fresh and also reflective of the
current realities as well as interests.
Reconciliation- The conflict permits for reconciliation of concern of those parties which
can lead to agreement beneficiating requirement of both parties and their leadership.
Group Cooperation- Conflict among groups leads in intra-group cohesion as conflict
presents the potential for improved intra-group collaboration, while at the same time working
towards the shared goal of the conflict (Franco, Rouwette and Korzilius, 2016).
Share and Respect Opinions- As members of the organization, they are better able to
express their views with the group while working together on a conflict solution. Conflict would
also lead leaders of Marks & Spencer to listen openly to each other as they seek to achieve the
aims of their organizations (Missotten and et. al., 2018).
Negative impact
As Contrary to this, Miranda Brookins (2020) stated that conflict develops the negative
impact on organization. There are some negative impacts of conflict given below:

Mental Health Concerns- In Marks & Spencer, conflict can cause employees to become
more frustrated if they feel as there is not any solution to resolve conflict. As employees become
frustrated and it impact on personal lives and also professionally (McKibben, 2017).
Reduce Productivity- When company spends more time in conflict dealing, employees
take the time away to focus on core objectives which they need to attain. The conflict causes
employees to focus less on activities and more on discussing about the conflict.
Members Leave Organization- Employees of Marks & Spencer who are increasingly
irritated by the level of dispute within a company may choose to end their involvement. It is
particularly harmful if members are main part of Executive Committee or committee’s heads.
Once employees start leaving, Marks & Spencer needs to hire and select new members of the
acting board (Hossu and et. al., 2018).
Violence- When conflict increases without resolution, there may be intense circumstances
between the leaders of an organization. Organizational disputes may lead to violence between
leaders and the organization.
Benefits of conflict management towards an organization
According to opinion of Kari Boyle (2019) Conflict management plays a necessary role
at workplace in order to prevent conflicts and for staff members to concentrate on work. It is
necessary that team leaders should assure that roles and responsibilities of every employee are
passed clearly on them. Managing the conflict at workplace is helpful in developing positive
working environment, make the employees loyal towards company and retain at workplace for
longer period of time (Lewis, Heathershaw and Megoran, 2018). Conflict management is related
to handling the disputes as well as disagreement among the two parties. Its main aim is to reduce
the negative factors which are influencing conflict and also increase all the participants to come
into an agreement. It necessary to Marks and Spencer to manage conflict at workplace for
increasing the productivity of an organization. There are some benefits of conflict management
to organization given below:
Build relationship- In this, conflict resolution permit for constructive change that can be
occur. If issue or disagreements are neglected than being handled then things can be same or
worse. If the people consults the differences and work by together then stage is set for the

positive change to be occur (Leon-Perez, Notelaers and Leon-Rubio, 2016). Therefore, this is
easier in short team to leave the things and it helps for the everyone included in conflict to be
work by issue while developing the strong relationship.
Minimize cost- The conflict management is helpful in minimizing the hiring as well as
training cost of an organization because employees sustain at workplace for long period of time.
It is helpful in increasing ability to make the better decision regarding business. The conflict
management is helpful in generate high return on investment through getting the teams pulling in
similar direction (Young and et. al., 2016).
Generate new insights- The conflict resolution can lead to new insights. If employees are
agreed all time, there would no reason to include various perspectives or look for the new
methods for handling situations. When the people share own opinions as well as ideas then they
provide the opportunities to others in order to look at situations in various ways (Sun, Zhu and
Chan, 2016). It enables every person to include the other practice and perspectives being
flexible. In context to this, better ideas are those which combine various viewpoints. These ideas
mainly arise from the conflict and problem solving so that the conflict resolution needs for
reaching resolution.
Enhance productivity- As conflict management is helpful in developing the positive
working environment at workplace and the chances of absenteeism of employees reduces. It is
helpful in improving the quality of the decision making under stress and this minimize amount of
the re-work needed. The conflict management is helpful in foster environment of the creative
innovation that helps drive company forward (Way, Jimmieson and Bordia, 2016).
Better problem solving- The better ideas and flow of solution from the healthy discussion
consisting diversity of the perspectives but this goal can be complex to achieve. This is more
challenging when the other employees disagree with suggestions or opinions. Some of the times,
different opinion can result in the friction (Young and et. al., 2016). On the other hand, if
employees can learn to be engage with these kind of conflict in a constructive manner then the
disagreement are not normalized but can be seen to necessary way of problem solving. In regards
to this, conflict engagement is necessary leadership skills and the staff member which seek the
training in this area many have effective chanced for the advancement within company.

Identify new members- At workplace, employees are actively participate in the meeting,
have opinion on every topic in enjoy serving on many Committees. There are members which
seemingly contribute less to group and object more in talking. Contract at workplace can inspire
the silent employees to setup and also they must read their leadership skills through providing
meaningful solution to issue which group is mainly faced (Huang and et. al., 2016).
Sustain employees- Conflict management is helpful in motivating the employees and also
enhance their performance level. It is helpful in strength the supervisory relationship at
workplace. It keeps teams engaged and they can communicate with each other openly. It helps in
developing the strong relationship among all the team members (Men and Yue, 2019). The
conflict management empowers employees to make positive difference among them.
Leads to goal achievement- The main benefit of conflict resolution is that it bring
employees together and facilitate to attain the objectives. As they are working by conflict and
also make progress for attaining the set objectives (Ovseiko and et. al., 2019). This will helps in
enhancing productivity of company and sustain them at workplace for longer period of time.
Become the good at the conflict resolution is helpful in developing other skills which are more
useful in some other areas.
Ways of conflict resolution and their role in improving supportive culture at M&S
According to opinion of Mike Myatt (2020) Conflict resolution is the conceptualized as
processes and methods which are included in facilitating peaceful conflict ending and also
retribution. The committed members of group are attempting to resolve the conflict through
communicating information regarding conflict motives. On the other hand, supportive
organizational culture gives the social as well as psychological conditions that optimize the
health of employees, wellbeing and healthy relationship among the people and organization. In
order to develop the supportive working culture, firm should develop set of the core values.
Under this, staff members should feel that the managers trust on judgment and there should be
autonomy degree in the working tasks. It can consist supporting the growth of staff members and
also developing the The conflict resolution is helpful in improving the supportive culture in
Marks& Spencer. There are some ways of conflict resolution given below:
Accommodating- It is one of selflessness, sacrifice and minimum assertiveness. If a
person is willing to give up about everything in order to preserve relationship with other party.