Effective Conflict Management Strategies: Holiday Inn Case Study

This report examines conflict management within the context of Holiday Inn, a major player in the hospitality industry. The study delves into various aspects of conflict management, beginning with an introduction that outlines the research problem, aims, and objectives, focusing on identifying and analyzing effective methods to foster a positive working environment. The literature review explores the needs, methods, and effectiveness of conflict management practices, drawing on diverse perspectives. The research methodology is described, with the inclusion of research questions, objectives, and data collection methods. The report includes a Gantt chart and Work Breakdown Structure to illustrate the project's timeline and structure. The findings, analysis, and discussion are presented in Chapter 4, which will likely discuss practical strategies for resolving workplace conflicts. The report aims to provide insights into conflict management within the hospitality sector, with potential implications for improving employee relations and overall organizational effectiveness.

Research
Project

Table of Contents
Chapter 1: Introduction....................................................................................................................1
Introduction.................................................................................................................................1
Research Purpose:.......................................................................................................................2
Scope of Research:......................................................................................................................2
Research Hypothesis: .................................................................................................................2
Attributes of research work:........................................................................................................3
Rationale of topic........................................................................................................................3
Chapter Preview..........................................................................................................................3
Plan and procedures for research specification...........................................................................4
Chapter 2: Literature Review...........................................................................................................5
What are the need of conflict management practices at workplace?..........................................5
What are the different methods of conflict management? .........................................................5
What is the effectiveness of conflict management practices in order to develop positive
working environment?................................................................................................................6
Chapter 3: Research Methodology...................................................................................................6
Research question or hypothesis.................................................................................................6
Chapter 4: Data Finding, Analysis and Discussion.......................................................................10
REFRENCES ................................................................................................................................21

Chapter 1: Introduction
Introduction
Conflict Management is process of identifying and handling conflicts with proper
efficiency (Brien, Thomas and Brown, 2017). Conflicts at workplace is a very common part so
therefore people should understand conflicts and know how to resolve them. Every employee
strive at showing that they are value for the company and this eventually lead disputes within
employees. Moreover the aim of conflict management is to enhance learning and group
outcomes, at includes effectiveness of performance in an organisation. Properly managed
conflict help in improving group outcomes.
Background:
Conflict Management is basically a procedure which the manager of an organisation
needs to adopt. This deals with solving the problems of employees which are faced by at
workplace. Moreover Conflict Management is implemented within business which involves
effective communication and resolving the issue to restore the focus of employees on achieving
company's established goals. Hotel Holiday Inn is a British-owned American brand which is a
subsidiary of Inter-Continental Hotel Group. It was founded by Kemmons Wilson in 1952.
Moreover it is the world's largest hotel chain which has around 1175 active hotel with over
214000 bedrooms spread worldwide.
Research Problem:
Research Problem is a statement that highlights the area of concern. Moreover research
problem basically includes several factors that negatively impacts. The researcher while
collecting data for report faces several issues (Chatterji, Arlosoroff and Guha, 2017). These
problems are generally related to process, techniques, data collections and many others.
Furthermore due to these issues the overall outcome of the research report is affected. Some of
the very common issues faced by researchers are lack of funds availability, problem relating to
collection of journal and books and many more such issues occurs.
Research Aim: “To analyse different methods through which an organisation can manage
conflicts in order to develop positive working environment at workplace.” A study on Holiday
Inn.
Research Objectives:
1

 To analyse the need of conflict management practices at workplace.
 To determine different methods of conflict management.
 To analyse effectiveness of conflict management practices in order to develop positive
working environment.
Research Question:
 What are the need of conflict management practices at workplace?
 What are the different methods of conflict management?
 What is the effectiveness of conflict management practices in order to develop positive
working environment?
Research Purpose:
The prime purpose of conducting this research is to handle the conflict issues arising
within Holiday Inn. Moreover the main goal of is this study is to identify or predict a situation to
provide effective solutions to the issues that are faced by employees (Currie and et.al., 2017).
Furthermore various steps are highlighted that will effectively manage conflicts and restore the
focus of employees at work to achieve organisational goals.
Scope of Research:
The present study is restricted to the health of hospitality sector in London, UK. London
is one of the world's most important global city. Moreover it ranks 26 out of 300 major cities for
its economic performance. Furthermore the scope of this research will basically cover three
different levels that are: environment, organisational and marketing. Several ways are stated in
the report that will help top management of the respective company to manage conflicts with
accurate efficiency. Managing conflict with efficiency plays a very important role because if the
employees do not have good relations the goals for Holiday Inn would never be achieved.
Research Hypothesis:
A Research Hypothesis is basically a testable or predictive statement that specifies the
possible outcome of the research. Moreover specifying the hypothesis is one of the most
important step on the research report. For Holiday Inn various measures are evaluated to
decrease the level of conflict within the firm (De Clercqnd and Belausteguigoitia, 2015). This
will ultimately result in increasing the profitability of Holiday Inn and its market share in UK.
2

Attributes of research work:
Attributes of research work basically includes the method which are adopted by
researcher in order to properly analyse and identify issue of Holiday Inn (Dignath, Kiesel and
Eder, 2015). Moreover researchers mentions several steps to solve these issues and attain the
organisational established goals and objectives.
Rationale of topic
Rational of topic basically helps in finding the effectiveness of the selected topic.
Moreover this basically highlights the objective which is to be achieved. Proper conflict
Management is very essential for organisation like Holiday Inn because under hospitality sector
team work plays crucial role. Moreover this will help Holiday Inn to decently manage working
environment. Thereafter the overall productivity of Holiday Inn will be increased.
Chapter Preview
Project title:
“To analyse different methods through which an organisation can manage conflicts in
order to develop positive working environment at workplace.” A study on Holiday Inn.
Research Questions:
 What are the need of conflict management practices at workplace?
 What are the different methods of conflict management?
 What is the effectiveness of conflict management practices in order to develop positive
working environment?
Research Objectives:
 To analyse the need of conflict management practices at workplace.
 To determine different methods of conflict management.
 To analyse effectiveness of conflict management practices in order to develop positive
working environment.
Research Methodology:
It is define as a process of collecting information with the motive of making business
decisions. Research methodology is conducted with the help of publication research, surveys,
interviews and various other methods (Einarsen,and et.al., 2018). Along with this, through it
researcher of a project able to collect appropriate data and information according to their topic
3

which leads to effective output. In respect of this research researcher will use primary method
and qualitative method for collecting data.
Timescale:
It refers to the time period that is required by an individual who is conducting research or
project in order to complete task properly. In respect of this research, the researcher required 3
months for completing project on respective topic.
Resources:
Resources are those elements which is required by the researcher to conduct the research.
For conducting the research, researcher require resources such as skilled staff, funds, time, tools
for collecting the data or information and many more.
Plan and procedures for research specification
Gantt Chart: It is a type of bar chart that usually illustrates a schedule project. It
represented on vertical as well as on horizontal axis (Franco, Rouwette and Korzilius,2016) .
Gantt chart helps in illustrating start and finish dates of terminal elements and summary
represents the project. Moreover the modern Gantt chart also show the dependency of the
precedence network in relationship with various activities. This method also maximizes the float
time available for all tasks. It is usually created using initial early start time approach.
Work Breakdown Structure: It is project management system which is deliverable-
oriented based. Under this breakdown of project is done into smaller components. Moreover it is
the necessary framework system that estimates cost in detail and control it by providing guidance
for the scheduled project. It is a tree sort of structure that shows several subdivision of efforts
which are generally required to achieve the desired objective of an organisation. Furthermore
Work Breakdown Structure primarily provide help to the team members of respective
organisation to enhance skills and techniques which are required to create the structure with
efficiency.
Chapter 2: Literature Review
What are the need of conflict management practices at workplace?
As per the view of Mike Kappel, the need of conflict management practices at workplace
is that conflict can occur between two workers, superiors and subordinates, in team and so on. In
4

such a case whenever the conflict arise, instead of avoiding, manager must encourage
subordinates to have effective communication and find solution instead of making it a big issue.
Along with this, employees must talk with each other and put their explanation in front of other
employee and understand it instead of judging others character (Helms and Oliver,2015). There
should be no third party involve in conflict and control it because it will make the situation
worse. Employees must understand each other situation and resolve conflict as soon as possible.
In addition to this, workers must listen to each other carefully without any interruption because
listening always leads in better understanding. Reacting negatively to others situation will never
build relation between them. In order to resolve conflict, employees must find agreement such as
change in techniques of sales. If one employee has better idea to increase sales, the other
employee must motivate and encourage them to work harder as well as can also suggest views
which can help in better sales. This will build strong relation between them and improve their
communication with each other. Sometimes, conflict arise within a team, leader must guide the
members and help them to solve their problem as well as suggest them the positive process
related to issue so that they can resolve after work gets completed. The most important method to
resolve conflict is to forgive each other. If employees have learned to forgive other employee,
then conflict never becomes a big issue and it it get settled very fast. Along with this, employees
will not have grudges in their mind for other employee which can ruin relation with them.
What are the different methods of conflict management?
According to Jayna Fey, there are different methods of conflict management. Firstly,
employees must not thing of winning or loosing an argument because this will not lead them in
any solution. In such a case employees must understand each other views and come to mutual
decision. Along with this, instead of blaming each other subordinate must look for root cause of
problem and find effective solution (Husemann, Ladstaetter and Luedicke,2015). This will lead
in reduce conflict and build relation between them. Sometimes situation arise in an organisation
that employees misinterpret other employee due to which conflict takes place. In such a situation,
employee must collaborate with other party who can guide them and provide them effective
solution to resolve conflict. In case of conflict management, employees must meet face to face
and listen to each other views because solving conflict virtually will never in permanent solution.
It can be concluded that if these methods are applied by a firm then it will lead in conflict
reduction and will create positive and healthy environment through which employees will be
5

motivated, have effective communication with their colleagues, understand each other views and
will work together towards the achievement of organisational goals and objectives (Ivanov,
Sypchenko and Webster, 2017).
What is the effectiveness of conflict management practices in order to develop positive working
environment?
According to Eugene B. Kogan, effectiveness of conflict management in order to develop
positive working environment is that whenever there is a situation of conflict the workers should
be empathetic which means worker must be careful of others emotions and do not speak such
words which will result in negative manner. The employee must respect other employee's
experience, views as well as opinions. This will create positive environment in an organisation
and will create effective relation among employees.
Another way for effective conflict management is that employees must decide a place
where they can have a collaborative talk, understand each others views, respect them, and clear
all the doubts which they facing. This will result in better understanding and will make their
bond more stronger. Lastly, employees must listen other person carefully, understand the
situation and then react accordingly. If the subordinate does not understood any point of the other
party, then they should ask them to repeat so that no confusion should be created. These
strategies will result in effective conflict management and will create positive environment at
workplace.
Chapter 3: Research Methodology
Research question or hypothesis
Research Design
It refers to the set of tools and procedures that is used to analyse the variables of
particular research problem. There are various methods of research design such as descriptive,
correlation, experimental, review and so on.
Research Approach:
It is define as plan and procedure which help in addressing problem related to the
research. Research approach is categorised in different methods which are data collection and
data analyses.
Data Collection:
6

Data Collection is basically a process under which gathering and measuring of
information on several variables is done in order to answer the stated questions of research in an
effective manner (Jeong, 2017). It is a systemic method which is essentially important for
maintaining the integrity of research report. Therefore, a researcher should effectively evaluate
the condition of business before selecting the appropriate data collecting method.
Qualitative Research:
In this research, the research is more concerned about the customer behaviour, their
views and opinions. The data collected in qualitative research is in non statistical form. The
benefit of qualitative research is it useful for performing practical application which becomes
easy to analyse the content. The researcher collect data open mindedly as well as individuals
experience converts in usable data. Along with this is effective, reasonable and fast method
research. In qualitative research, the researcher must be knowledgable and well experienced also
they must be able depict the unspoken points of the customers.
Quantitative Research:
In this type of research, the data is collected in statistical form such as numericals which
becomes easy for the researcher to manage and analyse the information. Quantitative research
depicts cause and effect relationships despite of focusing on subjective data. The advantage of
this research it provides reliable and repetitious information and it is conducted in anonymous
manner (Mansour and Tremblay, 2018). The major drawback is that it cannot be identified the
information collected is true or not as well as it is an expensive procedure.
Therefore, for this research the researcher has adopted qualitative method. Under this
method basically behaviour of customers is analysed in detail. It is used to gain understanding of
Holiday Inn that will provide insights to solve the problem of conflict arising within the
employees. Moreover qualitative research usually uncovers trends of thoughts to solve issues
faced by an organisation.
Primary Research:
It is define as a type of research which is conducted with the help of techniques such as
trials and experimentation, surveys as well as questionnaires and so on. This kind of research is
mainly performed by businesses itself through direct interviews. Primary research is quite costly
and time consuming process. Its main aim is to collect information which will help in improving
product, services as well functions of the organisation. With the assist of qualitative and
7

quantitative research primary data can be gathered. The advantage of primary research is that the
data collected is relevant and specific (Martínez-Moreno and et.al.,2015).
Secondary Research:
It refers to the secondary in which information is collected from secondary source. There
are different techniques from where secondary data can be gathered such as government sources,
university and colleges, inventory records and many more. The advantage of this research is it
take less time and incur low cost or sometimes it is free. The main focus of this research is
collect data through other people either free or by paying them some amount. Secondary
Research is can be conducted on wide scale. The disadvantage of this research is that many times
the data collected is not as per the need of researcher.
Primary Research used by researcher for data collection. Under primary data is directly
collected by researchers. Prime example of this type of data collection technique involves:
interviews, surveys and questionnaire. Moreover for this study through Questionnaire Approach
is used. Under this approach number of questions are answers by the respondents.
Sampling Sample Size:
It is define as process of selecting samples for large number of observation to assume the
result and find the unknown portion of data. The advantage of sampling is saves cost, human
resources as well as it is one of the easy method of research. There are various techniques to
conduct sampling such as cluster sampling, Snowball sampling, multistage sampling and many
more. Data gathering practices will be conducting in this research by implementing random
sampling process (McCorkle and Reese, 2015). Sample size for this investigation will be 30.
QUESTIONNAIRE
Name:
Age:
Contact details:
Q1. Does conflict management take place in an organisation ?
 Yes
 No
8

Q2. What basically highlights the major need for practices of conflict management in an
organisation ?
 Helps in enhancement of overall productivity
 Helps in creating positive relationship of employees with top management.
 Helps in creating positive business environment
Q3. Will conflict management help in enhancing overall productivity of Holiday Inn ?
 Yes
 No
Q4. Does healthy conflict impacts the relations of employees?
 Yes
 No
Q5. How the productivity of employees at Holiday Inn will be enhanced?
 Creating positive and attractive business environment
 Resolving quires of employees instantly
 Reducing communication gap
 All of the above
Q6. Does conflicts between employees impacts negatively upon overall productivity of firm?
 Yes
 No
Q7. What are the major reason for arising of conflicts in Holiday Inn?
 lack of trained staff
 Communication gap
 Biased decision making
Q8. What are the different ways through which organisation can manage conflicts?
 Giving value to others
 Collaboration Building
 Avoiding discrimination
Q9. Does organisation have resources (manpower, funds and time) to deal with conflict
situation?
 Yes
 No
9

Q10. Recommendation for additional improvement in business practices....................................
Chapter 4: Data Finding, Analysis and Discussion
Theme 1: Conflict management practices
Q1. Does conflict management take place in
an organisation ?
Frequency
 Yes 20
 No 10
Interpretation: From the above graphical representation it has been analysed that
Conflict management practices take a specific place in any organisation. As out of 30
respondents, 20 are in its favour whereas 10 individuals are not. Therefore, Holiday inn requires
to pay their maximum attention towards such business activities that assist them in creating
positive environment at workplace.
Theme 2: Major requirements of Conflict Management
Q2. What basically highlights the major Frequency
10
Yes No
0
5
10
15
20
20
10
Column C