Leadership Strategies for Resolving Conflict: A Case Study

This case study examines a conflict within a UK tour organization, focusing on the team dynamics and leadership challenges faced by a manager. The case highlights issues such as team friction, unequal workloads, and communication breakdowns between team members. The manager's role in conflict resolution is explored, emphasizing strategies like conflict management, motivation, and negotiation skills. Servant leadership is also discussed as a way to build trust and improve employee relations. The case study analyzes the causes of conflict, precautions to prevent it, and the manager's actions in addressing the issues, providing insights into effective leadership and team management within a business context. The document uses academic sources to support its arguments and recommendations.

Case Study

TABLE OF CONTENTS
INTRODUCTION...................................................................................................1
TASK 1............................................................................................................................................1
1. Problems Presented in Case Study.....................................................................................1
2. Causes of described conflict...............................................................................................2
3. Precautions of avoiding described conflict.........................................................................2
4. Dealing as a Manager in described conflict.......................................................................2
TASK 2............................................................................................................................................3
A. Servant Leadership............................................................................................................3
B- Implementing principles of servant leadership..................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Tour manager is engaged in organising administrative tours which is pre-scheduled or
pre-planned. Servant Leadership is also discussed as it should be genuine to employees in
company. Manager providing such leadership must look for increase in business growth also.
Manager of enterprise assigns duty to team leader of groups for analysing tours at various places
with different groups. Similarly, case study shows how manager in UK country sells holiday
packages to consumers. Next, it refers to problems, which affects to company and how it can be
resolved by manager. Lastly, it shows leadership of manager in context to benefit of customers.
TASK 1
1. Problems Presented in Case Study
CSA is a form which represents situation that involves solution of a problem. It’s a
realistic way which occurs for some reasons. In this study, reasons include a battle between
different teams in tourist organisation of UK. There are teams who sell holiday package to
customers. It includes seven holiday places in which three persons are assigned as a team to each
destination. Compared to other teams, team of Adam, Sara and Jane are working effectively.
Monthly, the best team is awarded with bonus and is announced as a best team. This created
friction and bitterness among remaining teams of business enterprise. They feel these team of
three are getting dishonourable benefit in firm. Later, when discussing about these team of
Adam, Sara and Jane problems arises in this too (Sedaghat, 2018).
Adam and Sara also face differences amongst them. Sara is always performing on top.
She prefers to complete her work before its time limit of completion while Adam waits till last
deadline of work is to be completed. Accordingly, Sara is fed up of this situation and has made a
complaint against him in management. She feels she can’t work with him especially under
partnership deal. Adam also started remaining absent which increases work of Sara in order to
complete team work. Sara also got demotivated as her sales percentage were decreased. She went
in bad health because of issues ongoing in firm (Naschold, 2017). In addition to this, rumour
which was spread about Sara that she had talked to previous manager about her increment in
salary also remained unsolved.

2. Causes of described conflict
Large number of companies are working under partnership firm. Here, in this case also
Adam, Sara and Jane were working together as a team in tour package firm. Tour organisation in
UK shows how they failed in working together as a partner. Indeed, they were the best team
amongst all team in business. However, issues can be in team at any time such as to survive with
this situation comes to attention of others also. In addition to this, partners were so disturbed and
issues were becoming personal. Adam was not paying attention in his work and hence all
workload comes on head of Sara. Enterprise hiring team members which are not relevant to
company results in loss of economy (Ford, 2014). As a manager, its responsibility to resolve
issues very soon and it should not affect business sales market. In context to these, Adam and
Sara were unwell and also Jane who was developed team member also appeared ill. This results
in decreasing sales. This does not create good impression of company to customers and hence
manager should focus on resolving such barriers.
3. Precautions of avoiding described conflict
As a manager, he was responsible to solve this ongoing issues. Manager has to make
proper planning and arrangements for team members. In company, at initial stage of dispute
between Adam and Sara must had to be focused by manager. Business objective is to increase
employee’s efficiency and to increase profit with better productivity. Enterprise is not for
decreasing employees and sales in market. Manager has to pay proper attention in relation to
each member of firm. He must know what is going in firm, between team and groups, if any
disputes arises than it can be sought out before it increases more in future which will also avoid
business growth (Lagacé, Charbonney and Marsolais, 2018). Individual training, their behaviour
and skills must grow for benefit of company. If action must have taken against Adam by
manager then this cause would have been avoided before itself.
4. Dealing as a Manager in described conflict
As a manager he should rectify problems in company. He must see about disputes
between Adam, Sara and Jane's team. Focus should be on solving problems and it should not
result in failure of business. Manager must be concerned about team reasons of disputing instead
of avoiding it.
Conflict Management: In any business, conflict arises. Imbalance in cooperation and in
coordination between employees make huge differences in company. Poor management also
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results in loss of productivity of enterprise. In this conflict situation, as a manager, he should try
to collaborate work by setting out innovative ideas in increasing team work. As a team of three,
they were not compromising and collaborating with each other (James, 2015). So, it’s the duty of
manager to accept issues instead of avoiding and should make team to cooperate and to work
efficiently.
Motivation: As a mentor, he must look upon to encourage employees and motivate them by
providing essential training. Motivational power of team members should grow as per business
growth. If Adam, Sara and Jane would have received such training, than this conflict and
disputes would have avoided.
Negotiation Skills:
Through this skill, manager can settle all issues and can avoid differences between Adam,
Sara and Jane (Costa, Passos and Bakker, 2015). In this, he can make the team to compromise
for avoiding issues. Analysing problems of team and resolving it makes business more
productive and effective. This skill should be used properly in accordance to settle down
problems of this team. If Adam would have adjusted and have completed his worked on time,
then Sara would have not received lot of work.to be completed. Settlement between Sara, Adam
and Jane must be done by manager.
TASK 2
A. Servant Leadership
This leadership performed by an individual must be loyal and genuine with respect to
serve to employee in company. This leadership helps in building effective organisation and
creates more caring and respectful world (Jones, 2018). This involves in providing services at
initial stage which inspires an individual to work effectively. Manager as a servant providing
leadership to employees must look to companies and employee’s growth too. This leader gives
equal importance to everyone's opinion and to their contribution towards work. Manager in this
team of threei.e. Adam, Sara and Jane must have to work as a genuine leader to cultivate nature
of trust in them (Soares and Lopes, 2017). As a leader, he should help with their issues, create
loyalty and encourage them more towards contribution in business enterprise.
Academic Sources:
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Jones, M.T., 2018. An Analysis of the Relationship of Perceived Assistant Principal Instructional
Leadership Behaviours and Student Academic Achievement at the High School
Level (Doctoral dissertation, Tarleton State University).
Soares, A.E. and Lopes, M.P., 2017. Are your students safe to learn? The role of lecturer’s
authentic leadership in the creation of psychologically safe environments and their impact
on academic performance. Active Learning in Higher Education, p.1469787417742023.
B- Implementing principles of servant leadership
Servant leadership is implemented to improve the quality of employees in context of
making business successful (Schouten, van den Hooff and Feldberg, 2016). Leaders must be
aware of surrounding and build a strong and positive environment among employees.
Implementing such principle will lead to growth of each member of the team.
CONCLUSION
Report is concerned about team in company which has major disputes regarding
cooperation and collaboration. It has been assessed that as a manager, it is his responsibility to
solve this issue. In addition to this, negotiation skills and conflict management are also discussed
in the report. It can be also be articulated that manager as a leader in tour organising company of
UK also implement principle of leadership in firm to improve productivity and profit of business.
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REFERENCES
Books and Journals
Costa, P.L., Passos, A.M. and Bakker, A.B., 2015. Direct and contextual influence of team
conflict on team resources, team work engagement, and team performance. Negotiation
and Conflict Management Research. 8(4) pp.211-227.
Ford, J.K. ed., 2014. Improving training effectiveness in work organizations. Psychology Press.
James, J., 2015. Team Coaching: What is going on when I am coaching the team?.
Jones, M.T., 2018. An Analysis of the Relationship of Perceived Assistant Principal Instructional
Leadership Behaviours and Student Academic Achievement at the High School
Level (Doctoral dissertation, Tarleton State University).
Lagacé, A.M., Charbonney, E. and Marsolais, P., 2018. Experience and Perception in Organ
Donation: A Matter of Team Work. Critical care medicine. 46(6) p.e621.
Naschold, F., 2017. New Frontiers in the Public Sector Management: Trends and Issues in State
and Local Government in Europe (Vol. 69). Walter de Gruyter GmbH & Co KG.
Schouten, A.P., van den Hooff, B. and Feldberg, F., 2016. Virtual team work: Group decision
making in 3D virtual environments. Communication Research. 43(2) pp.180-210.
Sedaghat, A., 2018. Factors Affecting the Team Formation and Work in Project Based Learning
(PBL) for Multidisciplinary Engineering Subjects. Journal of Problem Based Learning
in Higher Education.
Soares, A.E. and Lopes, M.P., 2017. Are your students safe to learn? The role of lecturer’s
authentic leadership in the creation of psychologically safe environments and their
impact on academic performance. Active Learning in Higher Education.
p.1469787417742023.
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