Report: Impact of Conflict on Marks and Spencer Performance

This report investigates the impact of workplace conflict on organizational performance, using Marks and Spencer as a case study. It identifies key causes of conflict, including communication issues, inequality, and stress, and examines their effects on employee morale, productivity, absenteeism, and turnover. The report reviews literature on the subject, exploring how conflicts disrupt work, lower job satisfaction, and potentially lead to project failures. It also investigates methods for reducing conflict, such as promoting equality, providing training, and fostering effective communication. The research utilizes secondary data from various sources to analyze the issues and propose strategies for conflict resolution, emphasizing the importance of addressing disputes to maintain a positive work environment and improve overall business outcomes. The report also acknowledges challenges like time constraints in completing the project.

Assessment

EXECUTIVE SUMMARY
This study has evaluated that, conflict within the organization tends to take place because
of several reasons which includes lack of communication, inequality among the employees,
discrimination, stress, frustration, burnout, etc. are the prominent reason which results in high
degree of conflict among the employees. This study also helps in evaluating that, conflicts within
the organization leads to low degree of performance levels and productivity. Conflicts within the
organization also leads to high degree of absenteeism and high employee turnover within the
organization. This study has also examined that, the data has been collected using secondary
source and it has been investigated that, complying with the equality and diversity practice in
order to treat all each employees with fair and sustainable manner. This study has evaluated that,
proper training to the employees helps in completing all the task with high degree of accuracy
and helps in boosting up he morale of the employees. This way it helps in reducing the rise in the
conflict and dispute within the organization and results in higher performance and productivity.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
BACKGROUND OF CHOSEN TOPIC..........................................................................................4
PROJECT AIM AND OBJECTIVES..............................................................................................4
LITERATURE REVIEW................................................................................................................5
PROBLEMS IDENTIFIED IN THE AREA OF INTEREST.........................................................8
CONCLUSION AND RECOMMENDATION...............................................................................9
REFERENCES..............................................................................................................................11

BACKGROUND OF CHOSEN TOPIC
Conflicts and disputes arise at the workplace which eventually affect the overall
performance and productivity of the business (Causes of Conflict in Organizations, 2020). This
report will examine the impact of conflicts and dispute among the employees which influence the
business performance. This will also highlight on examining the methods which are useful in
reducing conflicts and disputes arise at the workplace. Marks and Spencer is a multinational
British retailer company which was founded in the year 1884 by Michael Marks and Thomas
Spencer. The company mainly deals in clothing, food products and home products. The company
is headquartered in London, England.
PROJECT AIM AND OBJECTIVES
Aim
“To investigate the reason behind rise of conflict among employees and its impact on the
performance of an organization”. A research is conducted on Marks and Spencer.
Objectives Of the research
 To examine the main reason behind rise in conflicts among staff members of Marks and
Spencer.
 To identify the influence of conflicts and disputes on the performance of both the
employees as well as of the organization.
 To determine the methods adopted used by Marks and Spencer in order to reduce
conflicts and disputes arise at the workplace.
Research Questions
 What are the main reason behind rise in conflicts among staff members of Marks and
Spencer?
 What is the influence of conflicts and disputes on the performance of both the employees
as well as of the organization?
 What are the methods adopted used by Marks and Spencer in order to reduce conflicts
and disputes arise at the workplace?
Rationale
The researcher has selected this topic for the project for the academic purpose. The
researcher has chosen this topic because it is the wide concept and it is useful in gaining broader

set of knowledge associated with the research topic. The researcher has also opted for this study
because of the own personal interest to reduce the gap on the subject matter.
LITERATURE REVIEW
To examine the main reason behind rise in conflicts among staff members of Marks and
Spencer.
Phillips-Alonge, (2019) established the fact that, conflict within the organization is
usually caused because of misunderstanding among the employees of the organization. Lack of
proper communication leads to ambiguity among the employees. This eventually facilitate
conflicts and high degree of misunderstanding among the employees. Poor communication is
because of the differences in the communication style which results in failure within the
communication. Ineffective communication leads to incorrect assumptions and it can highly
influence the workplace because of the rise in the conflict among the employees. Unequal
distribution of the roles and responsibilities of the employees because of discrimination on the
basis of education, background, race, colour, gender, etc. results in rise in the conflicts and
disputes among the employees. Poor selection of the employees is a significant reason which
largely affect the employees outcomes adversely. Difference within the employees of the
company on the basis of personal skills, attributes, influence, abilities, etc. are the characteristics
which can lead to conflict among the employees. Lack of equal opportunities to the employees
results in conflict within the company which adversely influence the business performance.
Subsequently, Milano, (2018) argued that, change within the working environment and
not adapting to the new innovative technology creates dispute and conflict within the
organization. Not meeting the needs and not adapting to changing environment creates conflict
among employer and employee of the company. Inconsistency within the status of the employees
is one of the key significant measure which tends to results in high degree of conflicts and
disputes among the employees of the company. Frustration, burnout and stress among the
employees are the key measures which leads to conflict among the employers and employees of
the company. Workplace conflict tends to occur because of the difference in the principles and
values of the employees. Einarsen and et.al., (2018) sought to evaluate that, poor management,
lack of equal opportunities, poor work environment, unfair treatment, etc. are the significant
reasons which leads to conflicts and dispute within the employees of the company. Diverse

employees within the organization who has varied behaviour, culture and belief creates conflict
among the employees within the organization. Unresolved workplace issue is also one of the key
significant factor which can lead to high degree of conflicts and disputes within the organization.
However, these might influence the overall performance of the employees within the
organization. The conflict and disputes among the employees leads to demotivation and lower
employee morale affect the productivity of the company. Moreover, bullying and harassment
within the workplace is one of the key significant reason which can lead to dispute and conflict
within the company.
To identify the influence of conflicts and disputes on the performance of both the employees
as well as of the organization.
Currie, and et.al., (2017) established the fact that, conflict within the organisation lowers
the morale of the employees and results in lower performance and productivity of the employees
within the company. Conflicts and disputes within the company results in high degree of
increased stress and tension within the company. This potentially results in high degree of errors,
disagreements within the employee and management and ineffective planning. The workplace
disputes and conflict results in work disruption and low degree of productivity. Conflicts and
disputes within the company can lead to lower commitment of the employees towards the
organization. Conflicts within the company leads to lower job morale and satisfaction. This leads
to high degree of dissatisfied customers and increase in the absenteeism level of the employees
within the company.
Subsequently, Singer, (2018) argued that, conflicts and disputes within the company also
leads to high degree of project failure and absenteeism within the organization. Emotional stress
is considered to be as both cause of effect which leads to conflict within the organization. The
key relationship between the performance of the employees and organizational conflict can
adversely affect the performance and productivity within the workplace. However, conflict
within organization is considered to be inevitable. The high degree of conflict among the
employees results in disruptions within the company and it can also adversely affect the
performance of the company adversely. High degree of conflicts within the workplace
environment is inevitable and it results in lower job satisfaction, performance and productivity
within the organisation. Workplace conflicts also creates increase in the tension and stress level

among the employees. Tension within the workplace in turn tends to largely influence the
turnover rates of the business.
Gigol and Sypniewska, (2019) sought to evaluate that, conflicts within the company leads
to turnover and termination of the employees within the company. There are certain set of
positive effects associated with the conflict and disputes within the organization. It is useful for
the employers to consider different alternative ideas which works in the welfare of the company.
The employees within the organization also becomes more committed to the goals and specific
decision of the group. Conflicts and disputes within the company is very useful in building
cohesiveness as employees of the organization tends to learn more about each other with utmost
degree of accuracy and efficiency. Intra- group conflicts within the organization can adversely
influence the working capability of the employees. One of the significant measure for workplace
disruption and conflict leads to dissatisfied customers and low degree of profitability for the
business. Conflicts within the organization must be addressed properly which tends to hinder the
performance and morale of the employees.
To determine the methods adopted used by Marks and Spencer in order to reduce conflicts and
disputes arise at the workplace.
Wang, Wang, and Chang, (2019) established the fact that, encouraging equality and
diversity practice within the workplace is significant because it helps in treating all the
employees of the organization fairly. Complying with such practice is useful as it helps in
providing equal and fairer treatment to the employee which helps in reducing conflict. 360
degree performance feedback system is another prominent measure which helps in reducing the
conflict and disputes within the organization. This helps in gathering feedback from various
staff, employers and employees within the company to effectively reduce disputes and carry out
the business operations with utmost degree of accuracy and efficiency. Avoiding conflicts within
the workplace is highly detrimental to the overall business. Hence, it is very crucial to ensure
that, all the employees of the organization must focus on finding the redress solution to the
problem.
Subsequently, Shaukat, Yousaf, A. and Sanders, (2017) argued that, providing adequate
training and development session is very useful to the employees which helps in engaging with
the newer advanced technology. This helps in building up the skills and adequate knowledge to
practice in a best possible way. It helps in self evaluation by the employee to attain broader

perspective and knowledge. Engaging effective communication practice within the organization
is useful because it helps in reducing dispute and conflict within the company. Prioritizing the
key areas of the conflict is very useful in the dispute and conflict management. Establishing
strong relationship with the customers is of key significance importance. The management of the
company must significantly focus on creating an environment which is useful in promoting
collaboration. It is useful in making the employees of the organization comfortable and is very
useful in understanding the behaviour of each individual within the workplace. Raines, (2019)
sought to evaluate that, creating a specific conflict resolution plan which helps in effectively
developing a resolution plan. This way it helps in understanding the conflicts between both the
parties who has been undergoing any set of fraud and conflict. Ensuring a formal written
complaint process is significant because it helps in taking the necessary action towards the
conflict within the organization.
Secondary data
The researcher will use secondary set of information which helps in further carrying out the
investigation. Secondary data collection helps in exploring the information which are already
available with the help of online articles, journals, books, manuals, publications, etc. All these
data sources are useful in gathering relevant set of information associated with the research topic.
PROBLEMS IDENTIFIED IN THE AREA OF INTEREST
One of the key significant problem which has been faced by the researcher is related with
the time constraints. Carrying out the project within the stipulated time frame is difficult because
there are large set of activities which has been carried out to complete the project in a systematic
manner. The researcher must focus on developing a proper timeline which is useful in
determining the amount of time which has been required to carry out the project with utmost
degree of accuracy and efficiency (Momanyi and Juma, 2016). Another key problem within the
area of interest is mainly associated with the lack proper communication across all the member
within the group. This lead to problem with increasing conflicts and misunderstanding within the
area of interest. Moreover, lack of access to the appropriate level of physical resources is one of
the key significant problem which has been faced by the researcher at the time of carrying out
the project in a systematic and reliable manner. Complying with the specific guidelines to carry
out the research is one of the key significant problem which can largely affect the business

operations. However, the researcher has effectively complied with the legal laws and standards
in order to complete the research project in an ethical manner by taking necessary measures to
resolve problem.
CONCLUSION AND RECOMMENDATION
From the conducted study it is concluded that, Conflict and dispute within the
organization is because of various set of reason which includes misunderstanding between the
employees because of lack of appropriate communication. Unequal distribution of the roles and
responsibilities of the employees is another major reason which leads to rise in the conflict and
dispute between the staff members of the company. Not adapting to changing environment and
high degree of stress within the organization is crucial which results in high degree of conflicts
and disputes within the organization. Conflicts and disputes within the company also leads to
high degree of project failure and absenteeism. It also leads to low degree of job morale and low
degree of productivity within the organization. Moreover, conflicts also has positive impact on
the organization because it helps in encouraging new set of ideas while working within the
organization. It has been summarized that, engaging with equality and diversity practice is useful
in treating the employees fairly and also helps in the reduction of the conflict among the
employees of the organization. Encouraging with the 360 degree performance feedback system is
another prominent measure which helps in reducing the conflict and disputes within the
organization.
It has been recommended that, the management of the company must focus on ensuring
that safe and positive work environment must be created which is useful in ensuring that the
business has been carried out with utmost degree of accuracy and efficiency. Complying with the
equality and diversity framework helps in respecting people with diverse culture, belief, religion,
gender, race, etc. within the workforce. Complying with the adequate set of belief and also
ensuring that everyone within the organization has been treated fairly (Pitsillidou, and et.al.,
2018). Moreover, 360 degree performance feedback is significant because it helps in taking
feedback from employers and employees. This is a significant measure which helps in reducing
conflict and dispute within the organization. The management of the company must focus on
ensuring that, they must focus on avoiding range of conflicts and collaborate various set of
activities in a systematic manner. Setting a formal compliant procedure is one of the key
prominent measure which helps in reducing conflict and dispute within the organization.

Providing training to the employees is one of the key significant measure which helps in
ensuring that, employees feel motivated with improved skills and knowledge which helps in
ensuring that, the task within the organization has bee carried out with utmost degree of
accuracy.

REFERENCES
Books and Journals
Currie, D and et.al., 2017. The management of workplace conflict: Contrasting pathways in the
HRM literature. International Journal of Management Reviews, 19(4), pp.492-509.
Einarsen, S and et.al., 2018. Climate for conflict management, exposure to workplace bullying
and work engagement: a moderated mediation analysis. The International Journal of
Human Resource Management, 29(3), pp.549-570.
Gigol, T. and Sypniewska, B.A., 2019. Interpersonal conflicts in the workplace and authentic
leadership–evidence from Poland. Journal of East European Management Studies, pp.37-
62.
Milano, E., 2018. Territorial Conflicts and Disputes in Europe: What Role for International Law
in the 21st Century?. Baltic Yearbook of International Law Online, 16(1), pp.7-27.
Momanyi, D.K. and Juma, D., 2016. The influence of conflict management strategies on
employee satisfaction: A case study of KCB Bank Kenya limited, head
office. International Academic Journal of Human Resource and Business
Administration, 2(2), pp.130-144.
Phillips-Alonge, O.K., 2019. The influence of partnering on the occurrence of construction
requirement conflicts and disputes. International Journal of Construction
Management, 19(4), pp.291-306.
Pitsillidou, M. and et.al., 2018. Conflict management among health professionals in hospitals of
Cyprus. Journal of Nursing Management, 26(8), pp.953-960.
Raines, S.S., 2019. Conflict management for managers: Resolving workplace, client, and policy
disputes. Rowman & Littlefield.
Shaukat, R., Yousaf, A. and Sanders, K., 2017. Examining the linkages between relationship
conflict, performance and turnover intentions. International Journal of Conflict
Management.
Singer, L., 2018. Settling disputes: Conflict resolution in business, families, and the legal system.
Routledge.

Wang, W.T., Wang, Y.S. and Chang, W.T., 2019. Investigating the effects of psychological
empowerment and interpersonal conflicts on employees’ knowledge sharing
intentions. Journal of Knowledge Management.
Online
Causes of Conflict in Organizations. 2020. [ONLINE]. Available
through:<https://opentextbc.ca/organizationalbehavioropenstax/chapter/causes-of-conflict-in-
organizations/>