An Investigation: Conflict Management in the Retail Sector (M&S)

This report investigates the critical role of conflict management within the retail sector, using Marks and Spencer as a focal point. It begins by defining conflict management and its significance in mitigating workplace issues. The report explores the major challenges faced by staff, such as differing viewpoints, unequal pay, and cultural differences, which can negatively impact performance. Through a literature review, it examines the concept of conflict management and its importance in creating a healthy work environment. The research employs a specific methodology to analyze the current issues and the importance of conflict management approaches in resolving conflicts faced by staff members of Marks and Spencer. The findings highlight the need for effective communication and strategies to foster positive relationships among employees, ultimately enhancing productivity and achieving organizational goals. The conclusion and recommendations emphasize the benefits of implementing conflict management strategies to improve overall performance and customer satisfaction. This assignment is a valuable resource for understanding conflict dynamics and effective resolution strategies in the retail industry.

An Investigation to Analyse The
Importance of Using conflict
management within the retail sector.
MARKS AND SPENCER PROBLEMS
FACED BY STAFF

Table of Contents
INTRODUCTION...........................................................................................................................1
Background of company.........................................................................................................1
Importance of the Problem.....................................................................................................2
Research aim..........................................................................................................................2
Research objectives................................................................................................................3
Research Questions................................................................................................................3
Rationale of the research .......................................................................................................3
LITERATURE REVIEW................................................................................................................4
Concept of conflict management............................................................................................4
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
RESEARRCH METHODOLOGY..................................................................................................9
DATA ANALYSIS AND INTEPRETATION..............................................................................11
CONCLUSION AND RECOMMENDATION.............................................................................24
Recommendation..................................................................................................................24
Conclusion............................................................................................................................25
REFLECTIVE STATEMENT.......................................................................................................26
REFERENCES..............................................................................................................................27
.......................................................................................................................................................30

Title:
An investigation is to analyse the importance of using Conflict Management within
retail sector.
INTRODUCTION
Conflict management is consider as an important procedure of eliminating the
antagonistic feature of conflict while accelerative positive affect of conflicts at workplace. In this
regards, one of the maim purpose of battle direction is to change learning and group outcomes
that may directly contributes in improving performance of workers within the business
organisation. Each and every employees are perform their task to attaining all the set goals and
objectives but at the same time due to some difference and conflicts they are fail in attaining the
same (Storey, Basterretxea and Salaman, 2014). As they face issue while executing their task
activities at working area. Mainly, conflicts is related to a difference that arise between
individual view points who are performing with each others or a team. This can be negatively
effect on the workers efficiency and their performance as well. Thus, business organisation is
requires a conflict management with the aim of eliminating the issues occur working area or
between workers. With the use of conflict management, company can easily attain set targets and
objectives in stipulated time frame. It also help in motivating and encouraging employees to
develop positive relation with each others. Current research is focused on Marks and Spencer, is
a leading retail company offer home furnishing, clothes and many more to its customers for
accomplishing their positive brand image.
Background of company
In competitive era, retail sector is famous and growing industry as it provide wide range
of products in market place to satisfy customers needs. For attaining the same, Marks and
Spencer focus on their employees and different department with the aim of achieving set
objectives. As there are various departments such as marketing, human resource, IT, sales and
many more. All these are collaborating for attaining their targets. In this, various employees are
work at workplace along with different working style (Henly and Lambert, 2014). This is the
reason that differences are occur among employees and increase the chances of arising conflicts.
For effectively manage conflicts, manager of company is responsible for developing as well as
implementing appropriate strategies so that they cut down issues and make positive working
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environment. It directly contributes in rising performance of employees and make them
motivated towards their allotted task and activities. In case of implementing conflict
management strategies to reduce problems, taking feedback from employees is one of the
important activity by which they easily take right and corrective decision to eliminate conflicts at
workplace (Van Der Vegt and et. al., 2015). By this, manager can analysis the actual reason of
arising issues likes different in their view points, unequal pay, culture and many more. It may
also contributes in attaining customers satisfaction by effectively understand their requirements.
Importance of the Problem
Current research is supported on conflict management as it is major issue that faced by
company. This is the reason that it is important for researcher and company to evaluate the same.
In business organisation, conflicts are arise due to difference in culture, different view point of
employees, unequal pay system and many more. All these are major issues which faced by
company and it also put negative effect on performance of individual and company. For cut
down of eliminating conflicts, it is crucial for manager of company to create healthy
environment wherein employees can execute their task and maintain good relation among all the
workers. Through this, company reduce problems and improve overall performance of
employees at working area (Huang and Gamble, 2015). It contributes in enhancing the
possibilities of accomplishing higher growth at market place as well.
Research aim
It is crucial phase of research as it help in evaluating actual reason of problem to carry
out the investigation. This will contributes in marking whole research more successful and
authenticate. In this regards, this investigation is going to discuss about conflict management
which is used as a practice that used by company may eliminate the issues occur at workplace
(Rughoo and Sarantis, 2014). By this, employees can easily share positive relation with each
others and also improve performance at workplace. For understanding this topic in effective
manner, the main aim of this research 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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Research objectives
It is important part of section that is based on set aims of the project. By this, investigator
easily evaluate the impact of study on both individual and individual as well. Thus, it is essential
for researcher to make sure that it could be clear and concise that provide a clear direction to
investigator in attaining positive outcomes. In context of this, objectives of this research can be
discussed below:
 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.
Research Questions
At the time of executing investigation, it is important for researcher to address all the
questions in systematic way. In this, researcher undertake literature review that is based on
different view points of authors in order to gather detailed information about the research topic
(Verma, Sharma and Sheth, 2016). One of the primary advantage of using this section is to
provide authentic and reliable information that assist in rising the possibilities of making whole
research more efficient and valid as well. In this context, all the research questions are explained
below:
 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 ?
Rationale of the research
The primary ground of undertaking this investigation is to analysis the value of managing
conflicts in order to reduce problem. This topic provide wider scope to researcher and
organisation as well. Along with this, research undertake this topic for their personal and
professional purpose (Dalla Pozza and Texier, 2014). With this help of this, investigator
increase their skills and knowledge about the specified topic and at the same time also attain
growth in career as well. Conflict management is a wider concept as it used for managing as well
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as eliminating issues at workplace that arise among workers. It may support in improving
productivity of company (Cheney and et. al., 2014). By carry out this investigation, researcher
may develop their abilities to evaluating that how effectively conflicts will manage and reduced.
LITERATURE REVIEW
This written material play a crucial part in undertaking whole study in effectual way. It is
part of secondary sources that includes different authors point of view about the specified topic.
It provide in-depth information that help investigator in taking correct and meaningful judgement
at the end of the investigation. By this part, investigator draw a valid determination in order to
make an effective and successful research (Real, Roldán and Leal, 2014). One of the main
benefit of carry out this subdivision is to gather authentic content that directly assist in attaining
positive and reliable results. For undertaking this research, secondary sources will be used that
help in analysing effectiveness of collected information as per specified topic.
Concept of conflict management
According to Heifetz and Linsky, 2017, Concept of conflict is controversial as it is refers
to a process wherein perception leads to disruption of desirable state of harmony. Mainly, it is
used to eliminate or cut down issues among two or more people with the aim of developing
positive and healthy relation. It is also consider as a practice of dealing or recognising with
disputes in an balances manner. Along with this, it is implement within the company that
includes effective communication, abilities to resolve problem, good and appropriate negotiating
skills. All these are focus on improving the chances of eliminating issues at working area and
also accomplish set goals and objectives in systematic manner. Furthermore, strong conflict
management skills play a important part in business organisation as it help in developing positive
and healthy working environment because conflicts are natural as it arise any time at workplace.
Therefore, it is critical for organization to efficaciously investigate the working environment in
order to determine the actual problem that faced by employees. For overcoming this, manager of
company needs to communicate with employees in order to take feedback. With the help of this,
manager take action accordingly and improve the chances of resolving problems at workplace.
The main benefit of utilize conflict management is to increase overall productivity of company
and its employees as well.
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Furthermore, conflict management is refers to the rule that each and every issues can not
necessarily be solved but help in acquisition how to bring off conflicts and at the same time also
may reduce the non-productive escalation. Along with this, it also consist exploit skills which is
affiliated to the conflict resolution, conflict communication skills and also establishing an
effective structure for managing issues at working environment. In business organisation every
workers wants to solve problem because it help them in performing their task. It may help in
making employees productive and highly engaged with organisational objectives. In this regards,
there are some Characteristics of conflicts which help in understanding concept of conflict are as
follows:
 Conflict is a process: Mainly, issues or problems are occur in layers in which initial layer
is always misunderstanding between two people. On the other side, other layers are
related with value differences, difference in view points of individual, interest and
interpersonal differences as well. This is the reason that it is refers to the process as it
starts with one person perceiving to the others that negatively affect on their interest and
at the same time also ends with collaborating or avoiding.
 Conflict is inevitable: Problems are occur everywhere because not every one are the same
and also have individual differences. It can be related to the value differences among
people that directly leads to conflicts. Furthermore, conflicts can be reduces and diverted
by developing better coordination among two parties. One of the main reason that
conflicts develop because every employees at workplace dealing with their different
aspects like pride, children, jobs and so on. On the other side, by communicating and
team building problems can be cut down and improve workers performance at workplace.
 Perception: In a business organisation, each and every individual have their own
perception, attitudes and behaviour that directly affect other employees. Thus, it is crucial
for company to effectively analysis workers behaviour and make them highly engage
with firm and its objectives as well. With the help of this, conflicts can be easily reduced
and also heighten employees productivity within the company.
Therefore, management of conflicts is crucial for business organisation to established
positive and healthy working environment. In this, manager of company always tries to develop
an appropriate collaboration and keep coordination so that employees can easily create positive
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relation with each other. With the assistance of this, firm can enhance the chances of
accomplishing their targets in stipulated time frame.
Major issues that can be faced by staff members within Marks and Spencer (retail business
sector)
According to Hayes and Preacher, 2014, Every business organisation offer a unique
experience to its workers to make them motivated towards the predetermined goals. In this
regards, employees also face various issues that directly affect organizational productivity in
negative manner. Now a days, employees with job are more ate risk than ever before. As with the
growing list of issues are faced by employees at workplace that cut down their overall
performance within the company. It is impossible to have a workplace wherein employees roles
and expectations work effectively together without any conflict or issue as well. In context of
this, business environment includes people along with different communication style,
personalities, values, attitudes and so on. Al these workplace issues leads to stress and tensions
that affect overall motivation and engagement of employees within the company. As there are
different issues faced by workers at working area are as follows:
 Ineffective communication: Use of different style of communication styles is a big
challenges that faced by mostly employees within the organisation. Lack of effective
communication directly hinder employees efficiency level that may reduce the
involvement of workers towards the company and its objectives as well. In case of all the
important policies and information are not effectively communicate with employees than
it directly leads to poor communication. This will create negative relation among
employees and top management within the Marks and Spencer. Due to this, workers are
fails in accomplishing predetermined objectives in allotted period of time.
 High job stress: If workers perform their work along with full efficiency it refers to a high
job stress that directly impact on employees performance. As it increase workers
depression level, mental level, physical health issues and many more. All these issues are
increase conflicts among workers and top level management. This put their negative
impact on the employees and their overall performance as well.
 Insufficient benefits packages: Various employees within the organisation are highly
dissatisfied with their job roles because they does not get benefits from the company.
Without incentives and other benefits, employees are worries towards the financial
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growth. This is the major issue that faced by employees within Marks and Spencer due to
which workers leave the job position from company and also increase employee turnover
of organisation as well.
 Not enough flexibility: It is important for every employees perform at workplace to get
flexible working environment. But in Marks and Spencer, workers are face this kind of
issue that make them demotivated towards the organisational activities. This can be
reduce the overall performance of business organisation. Due to rapid expansion of
information technology, employees are easily access internet at home and also perform
best for company. If company does not provide flexible employment to its employees
then workers may reduce their involvement from company and its activities as well. This
can be negatively impact on company performance and productivity as well.
 Personal differences: Within the organisation, manager make decisions to hire new
candidates along with talents and best skills. By this, they hire more and more employees
which directly create personal differences among workers due to different values and
unique personalities. By this, staff members of Marks and Spencer face issues and at the
same time also reduce positive working environment within the company.
Importance of using conflict management approaches in resolving conflicts faced by staff
members of Marks and Spencer
According to Mccarthy, 2019, Conflicts within the organisation seems unavoidable but it
does not mean that it can not be manage or diffused at the time of occurs. In this, company is
responsible for managing it effectively so that it will resolve the issues and improve its positive
impact at workplace. Along with this, employees deal with various conflicts as it is crucial to
manage conflicts in effective manner. This may help in improving overall performance of
workers by making them productive. Furthermore, conflicts are arise due to ineffective
communication, personal differences, high job stress and many more. For resolving this, Marks
and Spencer adopt various approaches for managing conflicts like avoiding, collaborating,
accommodating, compromising. By this, company can easily understand the conflict situation
and also manage. This will help in improving the chance of reducing issues at workplace and in-
front of employees as well. These type approaches is play a crucial role in determining or
evaluating appropriate ways to resolve conflicts. With the help of this, negative consequences
can be easily reduced and also build effective and positive relationship among employees. Along
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with this, it also provide opportunity to workers for learning new and innovative to attain
sustainable growth at workplace. After resolving conflicts, staff members are able in managing
their working activities and also accomplishing their set goals and objectives in an effective
manner. If conflicts are effectively resolved then employees can be protected from bullying and
also get motivated towards the company. This may positively impact on the employees and also
enhance their efficiency level to perform their work along with higher efforts. As, there are some
effective approaches used by Marks and Spencer with the aim of resolving conflicts are as
follows: Avoiding: This type of strategy of conflict management play a crucial role in reducing
issues arise at workplace. It is based on winners-losers situation wherein proposal is
rejected by both parties and the company includes third party to take fair decision
towards both parties without any kind of favouring. Advantage of using this strategy is to
cut down conflicts and also improve the positive relation with team members. Along with
this, it also reduce possibilities of increasing negative communication and make positive
and healthy working environment. This may aid in improving employees efficiency level
at working area of Marks and Spencer. Competing: It is one of the important principle that is based in win- lose situation. In this,
an individual does not want to lose conflict or cooperate and on the other side another
person will lose and end conflict. In this regards, it is not possible to maintain positive
relation when employees face competition with each other to wining. This type of
conflicts are not ethical at working area that may adversely effect on performance of
company and its workers as well. Accommodating: This type of principle is also play a decisive duty as it is accompanying
to lose – win strategy in which one person giving up their thought and ideas to another
person so that they wins and end up conflict at working area. Mainly, under this strategy
one person is prompt to quit and lose as they agrees with actual facts. This will directly
contributes in building positive relation with team members. It also may assist in
developing workers productive and at the same also develop their motivation to perform
their task and activities. Collaborating: It is view as an crucial method that used by Marks and Spencer when
employees are both cooperative and assertive. Mainly, it is consider as a win-win
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principle which includes proper listening and relevant communication. Both are merged
in order to attain best and appropriate results. Main aim of exploitation this type of
approach is to evaluate unique solution that help in rising the possibilities of eliminating
issues or conflicts. With the help of this, employees of company aware about all the
changes that are occur at workplace. This will aid in improving overall performance if
employees and company as well.
 Compromising: It is also an effective strategy wherein employees are partially assertive
and cooperative. Mainly, it is refers to the aligning view points, thoughts of employees at
workplace. With the help of this this technique wherein both the parties are equally
committed to organisational aims and objectives that may improve their relation and
make them productive. With the help of this, workforce are happy with their job role and
also reduce all the issues arise at workplace within the Marks and Spencer.
RESEARRCH METHODOLOGY
Research methodology is important section that show a critical function in completing the
research in well organised style. Mainly, it consist various tools and method for collecting
applicable data and information towards the research topic and specified area as well (Hopkins
and Yonker, 2015). One of the primary benefit of this phase is to improve the chances of
attaining positive and reliable outcomes. As it assist in making study more successful and
effective as well. All the research methods and tools are as follows:
Research design: It is an effective way in which research is carried out. As it provide
clear framework to researcher that assist in assemblage applicable information as per research
topic and its particular area. It includes three type of research design such as descriptive,
experimental and exploratory research design. With the use of this, researcher can easily analysis
the existent outcome of collected data. For this research, researcher will use descriptive research
design as it provide in-depth and complete data towards the research topic that help in
accomplish reliable and authentic outcomes.
Research approaches: It includes a clear ways and guidelines in which researcher
attempt inquiry activities in an effectual mode (Kaswengi, and Diallo, 2015). By this research
approach, investigator easily execute research in an effective way that provide valid analysis
towards the specified study and area. It is classified on the basis of two approaches such as
inductive and deductive. In this study, expert applied deductive research approach as it includes
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