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
1

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.”
2

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
3

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.
4

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
5

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
6

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
7

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
8

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
9

all the important aspects that help in providing reliable data. With the assistance of this, research
maker can take valid conclusion within the research.
Research type: Under this, researcher is responsible for selecting suitable type of
research because it help in achieving optimistic results in the investigation. In this regards, it
conducting two ways i.e. qualitative and quantitative research (Duan and et. al., 2016). for
executing research in reliable manner, investigator will applied qualitative research approach in
which collected data is interpret by use of graphs and charts. By using this, scientist take right
and valid decision to draw a valid conclusion at the end of the study.
Research philosophy: It is a beliefs and practices which should be follow by researcher
to execute the research in well organised manner. In this regards, there are three type of research
philosophy such as interpretivist, pragmatist and positivist philosophy. Under this study,
positivism research philosophy will be used that assist in providing in-depth analysis towards the
specified research topic and area as well. Along with this, it also help investigator in involving
all the major prospectives which are effective for undertaking research in well organised manner.
Time horizon: This type of strategy is effective as it help researcher in completing while
research activities in stipulated time period. In this regards, there are two type of time horizon
such as cross and longitudinal sectional strategy. In context of this research, cross sectional
strategy will be used as it required an appropriate time to completing the research activities. For
better understanding about required time, researcher use Gantt chart that is an effective technique
by which investigator easily evaluate the actual time required for completing the study. With the
assistance of this, whole research can be effectively done and amend the possibilities of attaining
reliable results.
Sampling: It is refers to process that used to select sample size from large population
with the aim of collecting relevant data and information towards the particular topic and area as
well (Van Baal, 2014). In context of this, there are two type sampling method i.e. probabilistic
and non-probabilistic method. Probabilistic sampling refers to the strategy in which all the
sample participants have equal chances to be selected and whereas, in non-probabilistic sampling
respondents does not get equal chance to be selected. For undertaking this study, researcher use
random sampling that is part of probabilistic technique in which all the selected respondents have
equal chances to be selected (Nallusamy, 2016). By using this, 50 respondents will be selected
which is employees of Marks and Spencer. As selected respondents have proper knowledge
10

about conflict management within the company with the aim of reducing the chances of arising
issues at workplace.
DATA ANALYSIS AND INTEPRETATION
Questionnaire
Name:
Age:
Gender:
Email id.:
Q1) Do you have knowledge about concept of conflict management?
a) Yes
b) No
Q2) Does conflict management is important for company in improving employees
performance?
a) Yes
b) No
Q3) What are the main benefits that Marks and Spencer acquire from practising conflict
management?
a) Resolve disputes
b) Improve employee productivity
c) Reduce cost
Q4) What is the main causes of conflict that arise among employees at workplace?
a) Poor leadership
b) Personality clashes
c) Heavy workloads
Q5) What are the different strategies of conflict management used by which Marks and
Spencer to resolve conflicts ?
a) Collaborating
b) Avoiding
c) Compromising
Q6) Does Marks and Spencer provide any type of conflict resolution or conflict
11

management training?
a) Yes
b) No
Q7) At what level, the conflict occurs in Marks and Spencer mostly?
a) Top level
b) Middle level
c) Bottom level
d) All levels
Q8) What are the approaches by which Marks and Spencer can eliminate conflicts?
a) Regular interaction
b) Exit feedback
c) Conduct social activities
Q9) Does conflict management help in maintaining positive relation between employer
and employer within Marks and Spencer?
a) Yes
b) No
Q10) Recommended the ways to improve employee performance by managing conflicts at
workplace.
Q1) Do you have knowledge about concept of conflict management? Frequency
a) Yes 30
b) No 20
Q2) Does conflict management is important for company in improving
employees performance?
Frequency
a) Yes 40
b) No 10
Q3) What are the main benefits that Marks and Spencer acquire from
practising conflict management?
Frequency
a) Resolve disputes 20
12

b) Improve employee productivity 20
c) Reduce cost 10
Q4) What is the main causes of conflict that arise among employees at
workplace?
Frequency
a) Poor leadership 30
b) Personality clashes 10
c) Heavy workloads 10
Q5) What are the different strategies of conflict management used by
which Marks and Spencer to resolve conflicts ?
Frequency
a) Collaborating 20
b) Avoiding 15
c) Compromising 15
Q6) Does Marks and Spencer provide any type of conflict resolution or
conflict management training?
Frequency
a) Yes 35
b) No 15
Q7) At what level, the conflict occurs in Marks and Spencer mostly? Frequency
a) Top level 10
b) Middle level 15
c) Bottom level 15
d) All levels 10
Q8) What are the approaches by which Marks and Spencer can
eliminate conflicts?
Frequency
a) Regular interaction 30
b) Exit feedback 10
13

c) Conduct social activities 10
Q9) Does conflict management help in maintaining positive relation
between employer and employer within Marks and Spencer?
Frequency
a) Yes 40
b) No 10
Theme 1: Concept of conflict management.
Q1) Do you have knowledge about concept of conflict management? Frequency
a) Yes 30
b) No 20
Interpretation: As per discussed graph it can be evaluated that conflict management refers to a
concept through which company tries to eliminate issues among employees at workplace. In this,
individual must feel motivated at workplace and also put their efforts for attaining their targets
by creating positive and healthy relation. One of the main advantage of conflict management is
to avoids conflicts to a great extent with the aim of reducing the stress and tension of employees
14
30
20
a) Yes
b) No

within the organisation. By this company can easily determine an effective alternative way to
resolve issue in successful manner. In this regards, 30 out of 50 people have knowledge about
concept of conflict management and on the other hand rest of 20 participant are not aware about
conflict management and its impact on employee morale.
Theme 2: Conflict management is important for company in improving employees
performance.
Q2) Does conflict management is important for company in improving
employees performance?
Frequency
a) Yes 40
b) No 10
Interpretation: From the preceding mentioned graphical chart it can be examined that managing
conflict is important for organisation as it help in improving employees performance within the
company and at the same time also make them productive. This will contribute developing
healthy relation among people and also increase employee commitment towards the company
and its objectives as well. At workplace, conflict arise when employees have varied interests,
opinion and thoughts. All these are lead to negativity among employees. In this regards, conflict
management is refers to a effective way or process to controlled issues and also make employees
15
40
10
a) Yes
b) No

productive so that they can easily survive within the company for longer period of time. In
relation to this, 40 out of 50 people think that conflict management is important process for
company in eliminating disputes among team members. Whereas, rest of 10 participants are not
agree with this statement.
Theme 3: Main benefits that Marks and Spencer acquire from practising conflict
management.
Q3) What are the main benefits that Marks and Spencer acquire from
practising conflict management?
Frequency
a) Resolve disputes 20
b) Improve employee productivity 20
c) Reduce cost 10
Interpretation: Form the discussed graphical presentation it can be examined that practising
conflict management is beneficial for company as it help in improving workers productivity by
developing positive relationship. This will contribute in increasing personal growth and insight
of employees which assist in establishing positive image. In this regards, 20 out of 50
respondents give their views that effectively practising conflict management company can
16
20
20
10
a) Resolve disputes
b) Improve employee
productivity
c) Reduce cost

resolve disputes among workers to make them able to maintain better relationship among team
members. Furthermore, 20 participants think that it may help in improving employees
productivity because without conflicts team members perform task and also share their views
with each others. Whereas, rest of 10 people said that it also may reduce overall cost of company
by retaining employees for longer period of time.
Theme 4: Main causes of conflict that arise among employees at workplace.
Q4) What is the main causes of conflict that arise among employees at
workplace?
Frequency
a) Poor leadership 30
b) Personality clashes 10
c) Heavy workloads 10
Interpretation: Conflicts are arise at every where as any time and also put negative impact over
the workers performance. Along with this, various causes of arising conflicts are also different
through which employees can reduce their productivity level at working area. In context of this,
17
30 10
10
a) Poor leadership
b) Personality clashes
c) Heavy workloads

30 out of 50 respondents think that poor leadership is consider as a major cause through which
employees get demotivated and at the same time also reduce theirs productivity to perform their
task. Along with this, 10 people said that personalities clashes at working area is also a cause of
arising issues among workers at workplace. On the other side, rest of 10 participants give their
views that heavy workloads is a reason that faced by employees at workplace. These are the
reason may arise issue and make workers demotivated towards the job roles and responsibilities.
This will put negative impact on overall company performance in negative manner.
Theme 5: Different strategies of conflict management used by which Marks and Spencer to
resolve conflicts.
Q5) What are the different strategies of conflict management used by
which Marks and Spencer to resolve conflicts ?
Frequency
a) Collaborating 20
b) Avoiding 15
c) Compromising 15
Interpretation: Every business organisation tries to managing conflicts within the workplace for
improving performance of employees at working area. For this, business also use various
18
20
15
15
a) Collaborating
b) Avoiding
c) Compromising

strategies related to conflict management so that they can manage of eliminate issues. This will
help in bringing employees motivated towards their job activities. It can be effective for retaining
workers for longer period of time. In relation to this, 20 out of 50 people give their views that
collaborating is an effective strategy that used when people are both assertive and cooperative.
This is a great way to overcome conflict that support in making a proper coordination among
employees at workplace. 15 participants give their views that avoiding is also consider as an
effective strategy of conflict management in which people just ignore and withdraw from the
conflicts and at the same time also exceed the potential rewards of resolution of the issues.
Whereas, rest of 15 respondents think that Compromising is a strategy in which employees are
partially assertive and cooperative and splits the differences. All these are consider as an
effective strategies of conflict management through which company can easily overcome from
conflicts and develop a positive or healthy working environment.
Theme 6: Marks and Spencer provide any type of conflict resolution or conflict
management training.
Q6) Does Marks and Spencer provide any type of conflict resolution or
conflict management training?
Frequency
a) Yes 35
b) No 15
19
35
15
a) Yes
b) No

Interpretation: Conflict resolution is important for organisation to eliminating issues that arise
at working area. This can be effective for company in improving their performance by making
workers more productive and efficient. In this, conflict management training is consider as
important activity through which firm can develop employees abilities to manage or handle
conflict at workplace. It may directly contributes in establishing competitive image of the
company and also retain employee for long duration of time. In this, 35 out of 50 respondents
think that company provide training to their workers in order to make them able to accept or
manage conflicts so that they amend their execution at workplace and develop a positive and
healthy working environment. On the other side, 15 participants are not agree with this
statement.
Theme 7: Lever at conflicts occurs in Marks and Spencer mostly.
Q7) At what level, the conflict occurs in Marks and Spencer mostly? Frequency
a) Top level 10
b) Middle level 15
c) Bottom level 15
d) All levels 10
20

Interpretation: In business organisation, conflicts are occurs at every level and also affect entire
activities of company and employees as well. Due to increasing conflicts, company may reduce
workers productivity and efficiency to perform their task and job activities as well. In context of
this, 10 out of 50 participants give their views that conflicts are arise at top level because of less
communication among top management. 15 respondents think that middle level of business
organisation face conflicts while sharing their views or ideas in regards of organisational
objectives or goals. On the other side, 15 people said that bottom level of company face issue
because sometime they face issue related to the unequal pay, less coordination among workers
and so on. This can be put negative impact on employees performance at workplace.
Furthermore, rest of 10 participants said that conflicts arise at every level because there will be
issue of miscommunication, coordination and many more that directly impact over top, middle or
bottom level employees.
Theme 8: Regular interaction is an effective approaches by which Marks and Spencer can
eliminate conflicts.
Q8) What are the approaches by which Marks and Spencer can
eliminate conflicts?
Frequency
a) Regular interaction 30
21
10
15 15
10
a) Top level
b) Middle level
c) Bottom level
d) All levels

b) Exit feedback 10
c) Conduct social activities 10
Interpretation: From the mentioned graphical representation it can be examined that various
approaches are there through which company may reduce or eliminate issues. By this, company
may easily motivate employees towards their task by preventing them from conflicts that can
arise within the company. Furthermore, 30 out of 40 people give their views that regular
interaction is one of the effective way to eliminate conflicts in which leader of team
communicate with their team members to understand their actual performance. Along with this,
10 participants said that taking exit feedback is also consider as an appropriate way that help
company in analysing the actual reason or issues employees faced. Apart from this, rest of 10
respondents said that conduct social activities is considered as an important approach that assist
in evaluating the actual performance of workers within the organisation. All these are may aid in
enhancing productivity level of business and its employees as well.
Theme 9: Conflict management help in maintaining positive relation between employer
and employer within Marks and Spencer.
22
30 10
10
a) Regular interaction
b) Exit feedback
c) Conduct social activities

Q9) Does conflict management help in maintaining positive relation
between employer and employer within Marks and Spencer?
Frequency
a) Yes 40
b) No 10
Interpretation: Conflict management is effective way to eliminate issue arise at workplace or
among employer and employees. By this company can improve workers performance by
influencing them to execute their task and activities in a team. This will contributes in increasing
the possibilities to attain their targets by bringing proper coordination. In this regards, 40 out of
50 participant think that effective implementation of conflict management show a important part
in creating as well as maintaining positive relation between employees and employer through
which company improve their performance and brand image as well. On the other side, rest of 10
people give their views that some time conflict management reduce issue but does not maintain
relation among employees and employer as well. This can be put adverse effect on the
performance level of firm and its workforce.
23
40
10
a) Yes
b) No

CONCLUSION AND RECOMMENDATION
This subdivision is defines a critical part in whole investigation as it summarised entire
activities of study and provide some area that required some necessary improvement. By this,
investigator scan draw a valid conclusion and also improve the possibilities of accomplishing
positive and reliable outcomes.
Recommendation
From the above mentioned research it has been suggested that implementation of conflict
management is one of the crucial process for organisation as it support workers in eliminating
disputes among all the employees. This will aid in creating positive working environment
wherein workers can easily perform their task and attain set targets in stipulated time frame. This
analysis indicates that the business organisation and its workforce face various issues at working
area while executing business activities. In this, company needs to effectively implement conflict
management strategies so that employees get encouraged and motivated towards their job roles.
This will improve their motivation level at working to effectively perform their task and
activities with the aim of accomplishing their set goals and objectives in stipulated time frame. It
is also suggested that business unit should provide better training and development programs to
workers in order to make them able to manage conflicts at working area. By this, they can
maintain positive relation with their co-workers and also established healthy working
environment. However, company should take feedback from workers while performing their task
and at the time of exit business. It is beneficial for organisation in understanding about what
actually employees feels at workplace and issues faced by them. With the help of this, business
organisation can improve the possibilities of enhancing overall performance of company and its
employees as well. Apart from this, company also responsible for evaluating the issues that
company faced by staff members like ineffective communication, high job stress, insufficient
benefits packages, not enough flexibility, personal differences and many more. All these become
major issues that may reduce workers performance at workplace and at the same time also may
arise conflicts among team members. This will negatively impact on the overall performance of
company and its workers as well. Thus, business organisation should focus on building team,
social interaction and many more though which employee share their positive relation with each
others and improve coordination. This will contribute in making employees more productive and
24

efficient towards the company and its objectives as well. Along with this, company needs to
implement techniques for resolving conflict within the organization like Avoiding, Competing,
Accommodating, Collaborating and compromising. These are consider as an effective strategies
that may help in reducing conflicts among workers through which firm and its workforce can
easily develop their overall performance and at the same time also develop productivity level.
Conclusion
As per above mentioned research it has been concluded that conflict management is
refers to the process by which company may reduce the chances of issues arise at workplace or
among employees as well. When conflicts are eliminated than workers feel more encouraged and
motivated towards the job activities. This will help in improve performance level of company
and its employees as well. In this context, there are various reason like difference in culture,
unequal pay, different view point of employees and so on. These are put negative impact and
also increase the chances of arising conflict among workers at working area. Thus, it is crucial
for company in developing better team working and also influence employees to bring better
coordination among all the team members so that they may improve positive and healthy
relationship at working area. With the assistance of this, employees may develop their abilities to
do their best and also motivated to accept all the changes occurs at workplace. Furthermore, it
has been also concluded that some benefits of practising conflict management are also acquires
by company like aid in avoiding disputes, improve productivity of employees and at the same
time also reduce cost of business organisation by retaining workers within the company for
longer period of time. In addition of this, one of the main advantage of managing conflicts is to
encourage workers and improve their performance as well. It can be effective in developing
brand image of company more competitive through which they can invite more talent within
their activities with the aim of attaining success. If business organisation operate their operation
without any kind of conflicts and disputes they develop positive working environment wherein
all the workers perform their task along with higher efficiency. This will assist in maintaining
proper coordination among each and every workers through which firm easily attain their targets.
Mainly, conflicts are arise everywhere and every level like top, middle and bottom level due
improper coordination and less communication. Hence, company is responsible for
implementing conflict management techniques to overcome from the issues arise at working
area. Regular interaction, exit feedback, conduct social activities and many more practices help
25

in eliminating conflicts and also developing positive relation among all the team members. This
will improve overall performance of business organisation at market place. Apart from this,
proper implementation of conflict management within the company is effective in maintaining
positive relation between employer and employee that directly support in reducing employees
turnover of company by keep all the workers retain. It may assist in developing positive and
competitive brand image of company at market place.
REFLECTIVE STATEMENT
I am glad to undertake the research into consideration as it provide range of valuable
information to me and also helped me in improving my knowledge about how conflict
management help in eliminating issues arise at workplace. In this research, I am happy to know
about importance of conflict management within the business organisation. This research support
me in changing my mind set regarding learning curve after executing this research activities.
Along with this, I am also feel more motivated by effectively evaluating the effectiveness of
conflict management. While undertaking this investigation, I have learnt various ways and
alternatives through which detailed information and research is conducted. With the help of this,
I can easily undertaking the research work in future period of time. Furthermore, I also gained
knowledge about tools an techniques used in research through which help me in completing
research work in more successful manner. This would assist me in providing better guidance me
in undertaking future course of action.
26

REFERENCES
Books and journals
Storey, J., Basterretxea, I. and Salaman, G., 2014. Managing and resisting ‘degeneration’in
employee-owned businesses: A comparative study of two large retailers in Spain and
the United Kingdom. Organization. 21(5). pp.626-644.
Henly, J. R. and Lambert, S. J., 2014. Unpredictable work timing in retail jobs: Implications for
employee work–life conflict. ILR Review. 67(3). pp.986-1016.
Van Der Vegt, G. S. and et. al., 2015. Managing risk and resilience.
Huang, Q. and Gamble, J., 2015. Social expectations, gender and job satisfaction: Front‐line
employees in C hina's retail sector. Human Resource Management Journal. 25(3).
pp.331-347.
Cheney, G. and et. al., 2014. Worker cooperatives as an organizational alternative: Challenges,
achievements and promise in business governance and ownership. Organization. 21(5).
pp.591-603.
Heifetz, R. and Linsky, M., 2017. Leadership on the line, with a new preface: Staying alive
through the dangers of change. Harvard Business Press.
Karadag, H., 2015. Financial management challenges in small and medium-sized enterprises: A
strategic management approach. EMAJ: Emerging Markets Journal. 5(1). pp.26-40.
Rughoo, A. and Sarantis, N., 2014. The global financial crisis and integration in European retail
banking. Journal of Banking & Finance. 40. pp.28-41.
Verma, V., Sharma, D. and Sheth, J., 2016. Does relationship marketing matter in online
retailing? A meta-analytic approach. Journal of the Academy of Marketing Science.
44(2). pp.206-217.
Dalla Pozza, I. and Texier, L., 2014. Managing multichannel strategies in the service sector: the
example of the French insurance industry. Journal of Applied Business Research
(JABR). 30(3). pp.863-868.
Real, J. C., Roldán, J. L. and Leal, A., 2014. From entrepreneurial orientation and learning
orientation to business performance: analysing the mediating role of organizational
learning and the moderating effects of organizational size. British Journal of
Management. 25(2). pp.186-208.
27

Hayes, A. F. and Preacher, K. J., 2014. Statistical mediation analysis with a multicategorical
independent variable. British Journal of Mathematical and Statistical Psychology.
67(3). pp.451-470.
Hopkins, M. M. and Yonker, R. D., 2015. Managing conflict with emotional intelligence:
Abilities that make a difference. Journal of Management Development. 34(2). pp.226-
244.
Kaswengi, J. and Diallo, M.F., 2015. Consumer choice of store brands across store formats: A
panel data analysis under crisis periods. Journal of Retailing and Consumer Services.
23. pp.70-76.
Duan, W. and et. al., 2016. Exploring the impact of social media on hotel service performance: A
sentimental analysis approach. Cornell Hospitality Quarterly. 57(3). pp.282-296.
Van Baal, S., 2014. Should retailers harmonize marketing variables across their distribution
channels? An investigation of cross-channel effects in multi-channel retailing. Journal
of Retailing and Consumer Services. 21(6). pp.1038-1046.
Nallusamy, S., 2016. A proposed model for sustaining quality assurance using TQM practices in
small and medium scale industries. In International Journal of Engineering Research in
Africa (Vol. 22, pp. 184-190). Trans Tech Publications.
Krause, R., Semadeni, M. and Cannella Jr, A. A., 2014. CEO duality: A review and research
agenda. Journal of Management, 40(1), pp.256-286.
Sigurjonsson, T. O. and et. al., 2015. Managers’ views on ethics education in business schools:
An empirical study. Journal of Business Ethics. 130(1). pp.1-13.
Yazdanfar, D. and Öhman, P., 2015. Debt financing and firm performance: an empirical study
based on Swedish data. The Journal of Risk Finance. 16(1). pp.102-118.
Maity, M., Dass, M. and Malhotra, N. K., 2014. The antecedents and moderators of offline
information search: A meta-analysis. Journal of Retailing. 90(2). pp.233-254.
De Massis, A. and Kotlar, J., 2014. The case study method in family business research:
Guidelines for qualitative scholarship. Journal of Family Business Strategy. 5(1).
pp.15-29.
Ordanini, A., Parasuraman, A. and Rubera, G., 2014. When the recipe is more important than the
ingredients: A qualitative comparative analysis (QCA) of service innovation
configurations. Journal of Service Research. 17(2). pp.134-149.
28

Leonidou, L. C. and et. al., 2014. Antecedents and outcomes of exporter–importer relationship
quality: synthesis, meta-analysis, and directions for further research. Journal of
international marketing. 22(2). pp.21-46.
Babić Rosario, A. and et. al., 2016. The effect of electronic word of mouth on sales: A meta-
analytic review of platform, product, and metric factors. Journal of Marketing
Research. 53(3). pp.297-318.
Weaven, S. and et. al., 2014. Value creation through knowledge management in franchising: a
multi-level conceptual framework. Journal of Services Marketing. 28(2). pp.97-104.
Chen, M. H., Chang, Y. Y. and Lo, Y. H., 2015. Creativity cognitive style, conflict, and career
success for creative entrepreneurs. Journal of Business Research. 68(4). pp.906-910.
Kim, S. K. and Min, S., 2015. Business model innovation performance: when does adding a new
business model benefit an incumbent?. Strategic Entrepreneurship Journal. 9(1). pp.34-
57.
Chen, X., Wang, X. and Jiang, X., 2016. The impact of power structure on the retail service
supply chain with an O2O mixed channel. Journal of the Operational Research Society.
67(2). pp.294-301.
Li, C., Zhao, H. and Begley, T. M., 2015. Transformational leadership dimensions and employee
creativity in China: A cross-level analysis. Journal of Business Research. 68(6).
pp.1149-1156.
Yang, R. J., 2014. An investigation of stakeholder analysis in urban development projects:
Empirical or rationalistic perspectives. International Journal of Project Management.
32(5). pp.838-849.
Online
Mccarthy, D., 2019. 5 Ways to Manage Conflict in the Workplace. [Online]. Available
through:<https://www.thebalancecareers.com/ways-to-manage-conflict-2276062>.
29

30