Analysis of Conflict Management in Improving Workplace Environment

This research project investigates the critical role of conflict management in enhancing the workplace environment, particularly within the context of the St. Pancras Renaissance Hotel in London. The report begins with an introduction that defines conflict management and highlights its importance in fostering a positive and productive work atmosphere, while also setting the aim, objectives, and research questions. The literature review explores the need for conflict management, its relationship with employee relations, and the necessity of a positive work environment. The methodology section outlines the descriptive research design employed, including data collection methods like surveys and the use of Gantt charts and work breakdown structures. Findings, analysis, and discussions are presented, followed by conclusions, recommendations, and identified limitations. The research emphasizes the impact of conflict management on employee performance, organizational success, and the importance of proactive strategies to address and resolve conflicts effectively. It also underscores the direct link between employee relations and conflict management, highlighting how a positive work environment can significantly improve employee productivity and efficiency. Overall, the project provides valuable insights into the practical application of conflict management principles and strategies within a hospitality setting.

Research Project

Table of Contents
Title of research: To analyse the importance of conflict management in improving environment
of workplace.....................................................................................................................................3
Chapter 1: Introduction....................................................................................................................3
Background of research..........................................................................................................3
Rationale of research..............................................................................................................4
Chapter 2: Literature Review...........................................................................................................5
The need of conflict management in an organisation.............................................................5
The relation between employee relation and conflict management.......................................5
Need for positive work environment in St. Pancras Renaissance Hotel, London..................6
Chapter 3: Research Methodology...................................................................................................6
Chapter 4: Data findings, Analysis and Discussion.......................................................................10
Chapter 5: Conclusion, Recommendation and Anticipated Limitation.........................................18

Title of research: To analyse the importance of conflict management in
improving environment of workplace.
Chapter 1: Introduction
Conflict management is defined as the way by which organisations handle and manages
conflicts and fights among employees or employers. There must be strong conflict management
skills as it is advantageous for making a positive environment at workplace. Conflicts and fights
are inevitable and thus it is important for every organisation to be prepared for problems related
to conflicts and fights. There are different strategies and plans adopted by organisations for
handling conflicts. In context of St. Pancras Renaissance Hotel, London it is important for this
hotel to have a proper conflict management in hotel to avoid decrease in employee performance.
A good relation among employees will help in increasing the performance of the employee as
well as organisation. The aim, objective and question of research are given below-
Aim of the research: “To analyse the importance of conflict management in improving
environment of workplace”
Objectives of the research
 To understand the need of conflict management in an organisation
 To determine the relation of employee relation and conflict management. To assess the need of positive work culture within the St. Pancras Renaissance hotel,
London
Questions of research
 What is the need of conflict management in an organisation?
 What is the relation between employee relation and conflict management ?
 What is the need for positive work environment in St. Pancras Renaissance Hotel,
London?
Background of research
Conflict management is defined as the practise of identifying and handling conflicts in a
fair and effective manner (Markman, 2013). Conflicts in a business cannot be avoided thus it is
important for the employers to develop conflict management skills and resolve all issues related
to such condition. There are different ways of handling conflicts in the organisation which
includes accommodating, avoiding, collaborating, competing and compromising. An

accommodating manager is an individual who cooperates with his employees to a high level.
This is an effective approach if there is an expert who can handle conflicts. Another approach is
avoiding the issue and making employees forget the problem. Collaborating managers are those
who become partners with each other and avoid conflict. This is an effective approach for
resolving complex scenarios and finding a best solution. Competing is a win lose approach and
in this scenario, managers achieve his goals without seeking any cooperation from subordinates
and workers. Compromising is a lose lose scenario in which managers achieve their targets.
Rationale of research
Conflict management skills are required by every organisation to sort things in an
effective way. The managers and leaders of organisation should know how to react in case of
conflict or fight. This will help in increasing the performance of employees as well as
organisation. In context of St. Pancras Renaissance Hotel there are problems related to it's
employees performance and this lead to decrease in sales of the company. This topic for research
is chosen for analysing the requirement of conflict management skills within this hotel.
Gantt chart – This is defined as the process in which whole project is divided into various steps
and these tasks and activities are given particular time and in this way researcher can easily know
in what time he has to complete the different activities of projects.
Work breakdown structure – This is defined as the process by which the whole project work is
divided into set of different activities and task. This makes easy for the researcher to complete
the project.
GANTT CHART-
Gantt-chart is a type of bar chart. Which is useful to made projects of an organisation, where
they schedule timing of projects or they can show there work schedule through the Ganttchart (
DeChurch, and Marks, 2010) . this is mostly useful for when a project start and what is its end
date. So this is useful to showing time duration of a particular project.
WORK BREAKDOWN STRUCTURE-
work break down structure is designed for project management. through this a big project is
decided according to timing duration and requirement of project. This work down structure make
work easy this by it is important for management. Mostly it is uses in big projects in big
organisations. this is depends on data, products and services.

Chapter 2: Literature Review
The need of conflict management in an organisation
According to Van de Vliert, E. 2010, Conflict management minimize the negative results
and promotes the positive results of conflicts with the objective of improving and enhancing
learning and the group outcomes including the performance in the organization. It is very
common to get conflict in workplace. Sometimes a conflict can occur between employee,
conflict with top management etc. conflict resolution is a method of finding the solution among
them. The types of conflict are easily identifiable intra-personal, intra-group, interpersonal,
intergroup. Intra-personal conflict occur within the individual. This is psychological involving
individual experience, thoughts, values, principles, emotions etc. it is difficult to handle. Intra-
group conflict take place among the team members. The reason is incompatibilities and
misunderstandings between the members, dis agreements of views and ideas of members.
Interpersonal conflict means a conflict between two individual. it occur because of some
differences in people such as personalities, choices, opinions etc. Intergroup occur when a
misunderstandings occur among the different teams or group or department in the organization.
Conflict management also benefits the organization to identify problem, helps in better problem
solving, creating the healthy relationship with employees, make effective commitment and
morale as it leads to more productivity and the personal growth. Conflict management has five
strategies for managing the stress full situations ; collaborating, compromising, accommodating,
competing, avoiding. It is very important for the top management to manage the conflict occur in
the organization for improving the performance of the employee as well as organization.
The relation between employee relation and conflict management
According to Tekleab, Quigley, and Tesluk, 2009, Employee relation is defined as the
efforts of an organisation towards managing the relationship of employees and employers.
Conflict management is defined as the the process by which organisations manage conflicts and
fights that occur in an organisation. It is very important for every organisation to have an
effective management of conflict management as this will help in building good employee
relation. If an organisation has healthy employee relation then there will be less conflicts. A good
understanding among employees will help in achieving the goals and targets of the company in
less time. In context of hospitality sector, it is advised that these organisations must have proper

plans and strategies of how to avoid conflicts and fights so that productivity and efficiency of
workers can be improved. There is a direct link between employee relation and conflict
management as the productivity and efficiency of employees depends upon environment they are
given in the organisation. A positive relationship and workplace environment will help in
improving condition of employees.
Need for positive work environment in St. Pancras Renaissance Hotel, London
According to Tekleab, Quigley, and Tesluk, 2009 Working environment plays a crucial role
for a business organisation that basically helps employees to sustain within the company for a
longer period of time. It can be said that positive culture if given by organisation to its staff, they
might work with high motivation and this will help company in enhancing their productivity
level. When there is a positive environment in work place members are happier & more
committed to their work leads to more loyalty. The work culture of company helps in creating a
unique identity and places in the market. Healthy cooperates motivates the employee to enhance
their quality of their service and work performed by them. The environment of a company
frames the policies, decisions, rules to the company on which it builds the future of the company.
It make recruitment process easier and more result oriented as more employees are willing to
work with the organisation. Employees taking joy from their work make excellent role model for
their colleges as it encourage them to work. A good healthy environment in work station reduces
the stress of work & encourages them to take risk and increases the productivity of their work
performing. There is a better customer service and also helps in tracking employee progress as it
leads to the positive reactions to change. With good working environment each employee is
motivated to take the responsibilities and builds the cooperation with the team members. A
happy workplace is equal to safe workplace and encompassing work culture to promotes the
better participation. It builds a supportive and friendly environment for the growth of individual
and the organisation.
Chapter 3: Research Methodology
Research design - This is associated with a particular method or procedure for
collecting, analysing and interpreting data and information about a specific problem. There are
different method of research design including exploratory, descriptive and experimental. In the

following research, descriptive design is used for conducting the research because this helps in
getting accurate and correct data and information. In this research, the data of conflict
management in an organisation is collected by using descriptive design approach. This type of
research design will help in increasing knowledge of reader. There are basically three types of
ways by which descriptive research is completed and this includes survey, case study and
observation. In the following research, survey is conducted for collecting data and information to
complete research. This data is collected through filling of questionnaire from different
respondents. In the following research, questionnaire is used to get data for interpretations.
Data collection
Data collection helps to found out the research related problem. These data are the basic input
for any decision making process in business. There are mainly two types of data
 Primary data- primary data are basically the fresh data as they are collected for the first
time. These type of data are useful for the current studies as well as future studies.
Primary data are collected with individual in the field. The example of primary data are
questionnaire.
 Secondary data- these type of data are collected from the secondary sources like internet
, television, magazine etc. these type of data involve less time and effort. Secondary data
are basically reuse.
Research approaches - This is a research which outlines the way for doing research.
Methodology helps in defining various mode of data collection and this is defined as the process
for attaining goals and objectives of project. This is a systematic plan used while conducting
research. There are basically two types of data collection i.e. quantitative research and qualitative
research.
 Qualitative Research – The qualitative research is the kind of market research that
emphasizes on open ended questionnaire. This kind of research is based on observations.
In depth interviews are a way of doing this research and these interviews are based on
various parameters. The main focus is on describing the individual experiences and
beliefs.
 Quantitative Research – Quantitative research is a research that is used for describing
the characteristics of the population. The type of questionnaire used in this research is

closed ended questions. The researcher do survey of market and also data is based on the
numerical data base. The sample size is limited and sample methods are send through
online surveys.
For conducting this research qualitative method will be use by researcher because it help
in gaining proper knowledge related to specific topic. As well this method can be understood by
reader because of graphs and charts included within it.
Sample Size – It is term use within market research for defining the number of subjects
including sample size. In simple term by sample, group of subject which is selected from general
population are explain. There are several sampling method such as random and non-random, for
conducting this research random sampling method will be use. Sample size for this research is 10
respondents.
Questionnaire – This is defined as the instrument for research in which there are a set of
questions asked to a different persons while conducting a research. This is the easiest way for
collecting data and using this data to make effective results.
Q1. Do you know about the concept of conflict management ?
 Yes
 No
Q2. Is there a relation between employee performance and conflict management of the
company?
 Yes
 No
Q3. Is there a good conflict management in St. Pancras Renaissance Hotel, London ?
 Yes
 No
Q4. What are the different ways used by managers and leaders of St Pancras Renaissance Hotel,
London to manage conflicts ?
 Focus on behaviour of employees
 Develop a plan for resolving issues
 maintaining good relationship with employees
Q5. How conflict management will help in improving the performance of employees ?
 By developing good employee relation

 By building conflict management skills
 All of the above
Q6. What are the causes of conflict management in St. Pancras Renaissance Hotel, London ?
Differences in perception of employees
 Excessive competition
 Personal characteristics
Q7. What are the consequences of conflicts in the organisation?
 Improvement in quality of decisions
 Increased productivity and efficiency
 Adoption of organisational change
Q8. Any suggestion for improving conflict management.................................................

Chapter 4: Data findings, Analysis and Discussion
Do you know about the concept of conflict management ? Frequency
a) Yes 7
b) No 3
Interpretation: Conflict management refers to the process which help in minimizing the
negative issues arise within the organisation and helps in increasing the positive aspects.
Managers with the help of conflict management enhance the performance and efficiency of their
staff members in an effective manner. As per the above mentioned graph, it has been analysed
that out of 10 respondents 7 says that they are very well aware about the concept of conflict
management. Reason behind this is that they have enough knowledge and education about it. But
on the other hand, remaining 3 respondents says that they are not aware about the concept of
social media. Reason behind this is that they do not have enough knowledge about the concept as
they belong to the area which is not very well developed.

Is there a relation between employee performance and conflict management of
the company ?
Frequency
a) Yes 8
b) No 2
Interpretation: Performance of employees largely depends upon the current working
condition of the organisation. If the current working environment of the company is positive and
no conflict arise it will enhance the performance of employees. In addition to this, companies
will be able to achieve their organisational goals and objectives in an effective manner. As per
the above stated graph, it has been concluded that 8 out of 10 respondent says that with the help
of conflict management, performance of employees will be enhance. Reason behind this is that
by proper management of conflict, managers provide healthy working environment. Along with
this, remaining 3 respondent says that conflict management does not affect the performance of
staff members working within the organisation. In addition to this, it has been concluded that

managers need to manage conflict effectively so that staff members will give their best
performance in order to accomplish organisational goals.
Is there a good conflict management in St. Pancras Renaissance Hotel,
London ?
Frequency
Yes 6
No 4
Interpretation: In the present research report, chosen hospitality industry is St. Pancras
Renaissance Hotel, London. Conflict management is one of the major element in order to
perform their task effectively there are five strategies which includes; collaborating,
compromising, accommodating, competing, avoiding. Management team of the company,
effectively manage conflicts within their organisation. As per the above mentioned graph, 6 out
of 10 respondents says that, St. Pancras Renaissance Hotel, London effectively manage conflicts
in a proper manner. By resolving big or even small issues arise within the organisation, solved
effectively by the managers. On the other hand, remaining 4 respondents think that conflict
management system in the company is not good and there are various issues arise in the

organisation which highly influence the performance of employees. Therefore it is necessary for
the managers to manage conflicts within the organization in an effective manner.
What are the different ways used by managers and leaders of St. Pancras
Renaissance Hotel, London to manage conflicts ?
Frequency
Focus on behaviour of employees 3
Develop a plan for resolving issues 1
Maintaining good relationship with employees 6
Interpretation: Managing conflict is one of the biggest task which need to perform by
every manager and leader of the company. Managers and leaders of the company adopt various
ways in order to resolve or eliminate conflict within their organisation. As per the above mention

graph, it has been analysed that 3 out of 10 respondent says that manager need to focus on the
behaviour of employees. Behaviour of staff members need to examine on a regular basis, so that
they can eliminate any kind of conflicts and mis communication between them. 1 of the
respondent says that managers need to develop effective plan in order to resolve any kind of
issues arise within the organisation. With the help of proper planning, managers can resolve
situation of conflicts arise within the company. At last, remaining 6 respondents says that if the
managers of company need to maintain good relationship with their staff members.
How conflict management will help in improving the performance of
employees?
Frequency
By developing good employee relation 2
By building conflict management skills 1
All of the above 7
Interpretation: In order to enhance the performance of employees, managers of the
company need to resolve conflicts and disputes arise within the organisation. By resolving these

issues managers and leaders can enhance the efficiency of staff members. As per the above stated
graph, it has been analysed that 2 respondents says that it will be done if managers develop
positive and healthy relationship with their staff members. 1 of the respondent says that if
managers build effective conflict management skills, they will be able to improve the
performance of employees. With the help of effective conflict management skill, employees will
be able to resolve their own issue, disputes and conflicts arise at the workplace. At last,
remaining 7 respondents says that all the above mention factors help in increasing the
performance of staff members working within the organisation.
What are the causes of conflict management in St. Pancras Renaissance Hotel,
London ?
Frequency
Excessive competition 7
Personal characteristics 3
Interpretation: Conflict and disputes are the factors arise within every organisation and
affect the whole performance of the company in a negative manner. With the help of effective

conflict management, managers of the company will increase the performance and efficiency of
staff members. If there are conflicts and disputes arise within the organisation on a regular basis,
it will influence the working of staff members. As per the above stated graph, it has been
analysed that out of 10 respondents 7 says that excessive competition arise within the
organisation leads to increase conflicts in the organisation. Reason behind this, competition may
increase the pressure on the staff members which leads to increase their frustration level. On the
other hand, remaining 3 respondents says that, personal characteristics of employees increase
conflict in the company. Reason behind this is that there are some staff members who do not
have corporation level which leads to the disputes with others.
What are the consequences of conflicts in the organisation? Frequency
Improvement in quality of decisions 2
Increased productivity and efficiency 1
All of the above 7

Interpretation: There are various consequences which leads to increase conflicts and
disputes within the organisation. There are various elements which leads to raise conflicts and
affect the working of employees. In order to resolve these situations, managers need to adopt
various elements. As per the above mentioned graph, it has been analysed that 2 respondents
says that, improve in quality of decision may increase the performance of employees as well as
reduce the conflict situations. According to 1 respondent, it has been said that increase
productivity as well as efficiency can reduce the conflicts which are arise within the
organisation. At last 7 respondent says that, all these factors are the consequences of conflict
within the organisation. Therefore it is essential for the management team of the company to
reduce conflicts from the organization and make the working environment healthy and positive.

Chapter 5: Conclusion, Recommendation and Anticipated Limitation
CONCLUSION
From the above analysis, it has been concluded that every organisation must have an conflict
management system as this will help in reducing the number of conflicts and fights among
employees. As conflicts and fights are inevitable it is important for the company to manage all
fights. This will help in increasing the level of motivation among employees and providing them
a better positive environment to work. In context of hospitality sector, conflict management
system helps managers and leaders of the organisation to handle all fights and misunderstanding
that take place between employees and employers.
RECOMMENDATIONS
After completing the research, it has been recommended for St. Pancras Renaissance
Hotel, London that they have to provide more attention to the conflict management system of
the organisation. It is important for the company to have a positive environment at workplace so
that all staff members can work properly and achieve their goals and targets in less time. There
are following recommendations made for this hotel :-
 They must use an effective conflict management strategy to solve issues and fights
among employees.
 This Hotel company must take initiative to build employee relation among employees.
 The organisation can involve organisations in doing several activities which will increase
the efficiency of workers.
Limitation of the research
There were several limitations of this research which are listed below -
 The aims and objectives of the research were formulated within less time thus they are
too broad and not specific.
 There was less time for completing the research thus the data collection was more of
secondary data. Also the sample size was less as time given for completing the project
was not sufficient.
 Another limitation of doing this project was I think that resources available were not
sufficient.
Reflection

While conducting this research, there were times when I felt low and not able to find out
what to do. But I motivated myself to work hard and achieve the goals and targets of the project.
In the completion of these research, I developed my communication and interpersonal skills as
while filling questionnaire I got to meet many people and interact with them. This was a great
experience and I ensured that things which I have failed to achieve in this project, I will do them
properly in next projects. After doing this project I have developed skills that will help me to
accomplish targets of research. In this project, time was not sufficient but then also I managed to
work properly and achieve my targets and goals. This research was not easy and it made me
understand about the concept of conflict management. In the given research I get to explore
views of different employees as well as customers in the management of conflict and fights.
According to my observation, while conducting the research the main part is data collection as
whole research is dependent on data collected through questionnaire.

REFERENCES
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