MPM731 Report: Conflict Management and Cultural Diversity at Domino's

This report provides an analysis of conflict management and cultural diversity within the context of Domino's Pizza. The report begins with an executive summary outlining the key findings. It then delves into the methodology employed, including the use of peer-reviewed articles. The core of the report examines conflicting issues and cultural diversity challenges at Domino's, highlighting communication barriers, differing work attitudes, and the impact of ethnic and cultural differences. The report further assesses the impact of these conflicts on the organization, including increased employee turnover and communication problems. A critical analysis is provided, referencing relevant academic research. The report concludes by summarizing the key insights and offering recommendations for addressing conflict, such as fostering acceptance, providing diversity training, and establishing clear internal policies. Finally, the report emphasizes the importance of effective communication and provides references.

Running head: CONFLICT MANAGEMENT
Conflict Management
Name of the Student
Name of the University
Author note

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Executive Summary
The report has thrown light on analysing the different kinds of negative impacts of conflict
management and cultural diversification in the workplace. From the viewpoint of Domino’s,
it can be identified that the employees in various Domino’s outlets such as in Australia and
the United States of America are different and there are different kinds of attitudes and styles
to operate in the store. However, these differences created miscommunication, and it led to
the conflict situation in the workplace as well. The culturally diverse workforce included the
increased innovation, more significant connection with the different customers and it further
increased the overall ability to retain the diverse workforce which proves to be beneficial for
the customers in the market appropriately.
On the other hand, there are different positive aspects which can help manage the conflict
among the employees which is inclusive of flexibility which is inclusive of the analysis of the
different opinions that will be beneficial for the overall growth of the firm. Moreover,
workers with culturally diverse backgrounds have various unique experiences along with
perceptions which will help strengthen the overall productivity of the company positively.
The proper and managed diversity in the workplace, and it helped Domino's to enhance the
relationship with customers and employees in a positive way.

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Table of Contents
Introduction and Overview of Domino’s Pizza.........................................................................2
Method.......................................................................................................................................2
Conflicting Issues and Cultural Diversity Issues at Domino’s..................................................3
Impact of Conflicting Issues on Domino’s................................................................................4
Critical Analysis.........................................................................................................................5
Conclusion..................................................................................................................................5
Recommendations to Deal with Conflict...................................................................................6
References..................................................................................................................................7

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Introduction and Overview of Domino’s Pizza
Domino's Pizza is one of the American pizza restaurant chains which was founded in
the year 1960. The particular corporation is headquartered at Farms office park of Domino's
in Ann Arbor, Michigan and incorporated the different operations in Delaware. In February,
the respective chain became one of the largest sellers of pizza in the entire worldwide in
terms of the sales which have been successful for the overall growth. The founders of the
company included James Monaghan, Tom Monaghan, and Dominick DiVarti. The number of
locations in which Domino's has its presence is in the entire world, and there has been
increasing in the revenue to US$2.47 billion.
The report throws light on the overall analysis of the conflict management issues
which are faced by Domino's along with the implementation of the active and clear
communication to resolve the issues efficiently. As commented by Ayoko (2016), Conflict
Management is the process that limits the negative aspects of the different conflict while
increasing positive aspects of the conflict. The main aim and purpose of the report are to
analyze the critical objective of conflict management is to enhance group as well as learning
outcomes which includes performance and effectiveness in the organizational setting.
Method
The two peer-reviewed articles on the issues of conflict management and cultural
diversity in the workplace from the Google Scholar library database. While finding the article
on conflict management, I tried to analyze the key terms such as cultural diversity issues,
conflict resolution and organizational interventions which helped me in narrowing down the
search and appropriately selected the article.

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On the other hand, the issues related to cultural diversity was found in the similar
manner wherein I tried to narrow down the search for finding the problems in two
organizations of various countries that provided a brief overview on the issues related to
cultural diversity in the workplaces. Moreover, I felt that after analyzing the workplaces in
two countries, it provided me with a brief overview on how to handle such crisis positively
and improve the morale of the employees as it will help improve the workplace effectiveness.
Conflicting Issues and Cultural Diversity Issues at Domino’s
In the workplace, it has been noticed that there are different kinds of conflicts which
arise among the employees and it affects the morale of the employees in a negative manner.
In Domino’s, there is conflict among employees due to the clash of the perceptions and
values wherein employees care about the outcome.
Firstly, the lack of acceptance and respect is the first aspect wherein the diverse
culture along with beliefs among the employees at Domino's; there can be an introduction of
conflict. Due to the lack of acceptance, the conflicts turn into animosity, and it can lead to
violence (Prause and Mujtaba 2017).
Secondly, there can be language and communication barrier that can create
considerable difficulties in getting the message across. This can lead to miscommunication
along with the loss of productivity which affected the overall morale of employees negatively
(Tjosvold 2017).
For instance- As it has been seen from the peer-reviewed article, there has been
colossal gender, and cultural differences between the employees working in the United States
and China are different as the work attitudes and value as in the United States of America, the
employees prefer traditional working style, however in China, the employees prefer the

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modern form of working which affects the morale of employees who shifted from the USA to
China (Schilpzand, De Pater and Erez 2016).
Moreover, due to the conflict in the workplace, there can be inclusion of ethnic and
cultural differences which affects the overall objective of the workplace. The issues related
to ethnic, cultural as well as religious backgrounds have created major conflicts among
workers which led to low productivity at Domino’s (Rahim 2017). In addition, the working
style of employees from various backgrounds will have different methods of working that can
be conflicting in nature.
For instance- The approaches towards teamwork as well as collaboration in America
and Asia is reliable as they prefer to generate the most favorable results. However, in China
and Germany, there is more emphasis provided to the individualistic approach which is the
significant difference in flexibility that affects the overall effectiveness.
Impact of Conflicting Issues on Domino’s
Due to the different issues related to cultural diversity as well as conflicts in
Domino’s Pizza, there have been various negative impacts on the organization that are as
follows:
There can be an increase in the turnover among the employees as there is the
introduction of discrimination among different cultures and it affects the morale of the
employees negatively (Ayoko 2016). People from different cultural backgrounds can have
various viewpoints concerning the lifestyle along with politics, and it can lead to conflict as
well as tension when these concepts are introduced in the work environment.
Moreover, there can be inclusion of the communication problem among the
employees from various cultural backgrounds which can create differences in opinions of the

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employees, and the entire effect will be seen on the overall effectiveness of the firm, and it
will lower the morale of the employees in a negative manner as well (Ayoko 2016).
Critical Analysis
As commented by Missotten et al. (2017), the conflicts in the workplace can create
substantial negative impacts on the morale of the employees and it reduces the overall
efficiency of the firms. On the contrary, it has been analyzed by Leon-Perez et al. (2015), that
conflict in the workplace is, and one of the negative impacts of the workplace diversity is the
increased tendency of the personnel in indulging into interpersonal disputes, and the
culturally diverse workforce can create different opinions, norms along with customs which
can create a negative impact on the workplace effectiveness. As commented by Yi et al.
(2015), diversity can have negative implications for the different aspects of and the
companies can face communication difficulties, group conflict as well as racial integration.
Conclusion
Therefore, from the above analysis of the issues related to cultural diversity and
conflicting issues in the organizations, it can be identified that there can be the inclusion of
both positive and negative impacts of the cultural diversity in the workplace that can affect
the overall effectiveness of the firm. The negative consequences include the unresolved
conflict among employees and poor communication that affects the overall efficiency of the
firms negatively. On the contrary, there are different positive impacts of the diversity and
cultural differences, which includes an increase in creativity and increase in adaptability.
From the overall analysis of the diversity-related aspects in the workplace, it can be
identified that effective communication is one of the significant elements which is the driving
factor for success. However, due to ineffective communication, it can breed disrespect among

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the different people from various cultural backgrounds that affected the overall motivation
among employees to perform different activities efficiently. The conflict management is
essential to be conducted in organizations when the different employees are from various
backgrounds and it provides the flexible approaches in managing the tasks.
Recommendations to Deal with Conflict
To deal with the culturally diverse teams and conflicts in the workplaces, there are
different recommendations which can be adopted to improve the scenario and create a
positive working environment which is as follows:
Firstly, the employees need to accept the differences between one another in the
organization as it will be resulting in the sharing of the different ideas along with increasing
collaborative which is useful. The proper acceptance helps in fostering respect and prevents
conflicts from arising (Gilin Oore, Leiter and LeBlanc 2015). The diversity training is the
other aspect which will be helpful for the different employees in understanding, accepting
along with respecting the differences of one another.
The discrimination along with prejudice is not required to be tolerated in the
workplace. The internal policies of the company with clear objectives along with regulations
are needed to be analyzed by the company which will be preventing employees from
demonstrating prejudice. The cultural sensitivities diversity along with training awareness
programs in the workplace can help address the issue (Ayoko 2016).
The increase in diversity in the workplace will be beneficial for the company in the
long run. In fact, from the different surveys, it has been noticed that a more diverse workforce
performs more than 35% above national industry medians. It is required to be checked that

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the organizations follow the diversity program which will help remain unbiased and provide
positive results (Ayoko 2016).

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References
Ayoko, O.B., 2016. Workplace conflict and willingness to cooperate: The importance of
apology and forgiveness. International Journal of Conflict Management, 27(2), pp.172-198.
Gilin Oore, D., Leiter, M.P. and LeBlanc, D.E., 2015. Individual and organizational factors
are promoting successful responses to workplace conflict. Canadian Psychology/psychologie
canadienne, 56(3), p.301.
Leon-Perez, J.M., Medina, F.J., Arenas, A. and Munduate, L., 2015. The relationship
between interpersonal conflict and workplace bullying. Journal of Managerial Psychology,
30(3), pp.250-263.
Missotten, L.C., Luyckx, K., Branje, S. and Van Petegem, S., 2018. Adolescents’ conflict
management styles with mothers: Longitudinal Associations with parenting and
reactance. Journal of youth and adolescence, 47(2), pp.260-274.
Prause, D. and Mujtaba, B.G., 2015. Conflict management practices for diverse workplaces.
Journal of Business Studies Quarterly, 6(3), p.13.
Rahim, M.A., 2017. Managing conflict in organizations. Routledge.
Schilpzand, P., De Pater, I.E. and Erez, A., 2016. Workplace incivility: A review of the
literature and agenda for future research. Journal of Organizational behavior, 37, pp.S57-
S88.
Tjosvold, D., 2017. Cross-cultural management: foundations and future. Routledge.
Yi, X., Ribbens, B., Fu, L. and Cheng, W., 2015. Variation in career and workplace attitudes
by generation, gender, and culture differences in career perceptions in the United States and
China. Employee Relations, 37(1), pp.66-82.

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