Workplace Conflict Analysis and Solutions: Marriott Hotel Dissertation

This dissertation investigates the causes of workplace conflict within Marriott Hotel, aiming to identify effective solutions for conflict management. The study begins with an introduction outlining the background of workplace conflict, its impact on organizational performance, and the research objectives. Chapter 1 focuses on the main causes of conflict, including poor communication, employee differences, and competition. The literature review in Chapter 2 provides a critical analysis of key theories and concepts related to conflict, including its impact on organizational performance and various prevention and resolution approaches. The research methodology in Chapter 3 details the research philosophy, design, and data collection methods employed in the study. Chapter 4 presents the data analysis, while Chapter 5 offers conclusions and recommendations for conflict management strategies. The dissertation aims to provide practical insights for improving employee relations, enhancing organizational performance, and achieving business goals.

Dissertation

ABSTRACT
It can be evaluated from the study that there are different ways through shich
conflicts within firm could be overcome. It is essential to identify the causes of
conflicts within workplace and thus improve their performance within firm.
Through providing training and development it helps in encouraging workers so
that business could improve their performance in market. Through identifying all
the causes of conflicts in workplace helps in evaluating the performance of
workers and enhance their performance level so that set targets could be attained in
an effective way.

Table of Contents
Title- To assess the causes of conflict in workplace and identify solutions to overcome them- a
case study on Marriott hotel.............................................................................................................1
CHAPTER 1: INTRODUCTION....................................................................................................1
1.1 Background...........................................................................................................................1
Main causes of conflicts in workplace.............................................................................................2
1.2 Problem statement.................................................................................................................3
1.3 Research aim.........................................................................................................................4
1.4 Objectives..............................................................................................................................4
1.5 Research questions................................................................................................................4
1.6 Significance of research........................................................................................................4
1.7 Structure of dissertation........................................................................................................4
CHAPTER 2: LITERATURE REVIEW.........................................................................................6
2.1 Introduction...........................................................................................................................6
2.1. Concept of conflict at the workplace...................................................................................6
2.2 Critical review analysis of theory .......................................................................................8
2. Key theories............................................................................................................................9
Impact of conflicts on organization performance ....................................................................11
Ways to prevent conflict ..........................................................................................................12
Approaches to resolve conflicts................................................................................................13
3. Conceptual framework..........................................................................................................14
Theoretical gap..........................................................................................................................16
Key contribution to the field of conflict management and workplace conflict.........................16
2.2 Causes of conflict in workplace..........................................................................................17
2.3 Ways through which conflict could be overcome...............................................................19
2.4 Impact of conflict among employees towards attaining organizational goals....................21
CHAPTER 3: RESEARCH METHODOLOGY...........................................................................23
3.1 Introduction.........................................................................................................................23
3.2 Research philosophy...........................................................................................................23
3.3 Research design...................................................................................................................24

3.4 Research approach..............................................................................................................24
3.5 Research strategy................................................................................................................25
3.6 Data collection....................................................................................................................26
3.7 Sampling.............................................................................................................................26
3.8 Data analysis.......................................................................................................................27
3.9 Ethical consideration...........................................................................................................27
3.10 Validity and reliability......................................................................................................28
CHAPTER 4: DATA ANALYSIS................................................................................................29
4.1 Introduction.........................................................................................................................29
CHAPTER 5: CONCLUSION......................................................................................................41
5.1 & 5.2 Conclusion and recommendations............................................................................41
REFERENCES..............................................................................................................................43
APPENDIX 1.................................................................................................................................61

Title- To assess the causes of conflict in workplace and identify solutions to overcome them-
a case study on Marriott hotel.
CHAPTER 1: INTRODUCTION
1.1 Background
Workplace conflict is considered as the issue raised within management and workers or
between workers and workers. Thus, it is essential for organization to undertake effective steps
that would enable to overcome the issue and it has positive impact upon business performance in
international market. Therefore, businesses provides leaders or managers in order to handle
conflicts among diverse work groups so that they can tackle the situations of mistrust, lack of
cooperation and stress otherwise it would result into increase in employee attrition rate (Boddy,
2014). There are different set of issues that are faced within the firm and it is the responsibility of
the organization to make sure that there is proper monitoring of performance of workers and
identifying the issues that are faced by them. Workplace conflict is considered as the perceived
incompatibility within parties of their views and desires that each other holds. Hence, this
research outlines the causes of the conflicts within business as well as identify their solutions in
order to manage it and attain success. There are various types of workplace conflict within top to
lower management and thus it affects the business performance in negative manner. It is
essential for each and every organization to cooperate with workers and overcome inefficiency
so that sales and profitability can be raised. However, if there will be internal conflicts arising,
then it would impact the performance of firm in market and also brand image of firm will get
affected.
Further, conflicts are occurred among individuals because there are differences in
personalities that sometimes affects emotion and perception. Therefore, it is essential for every
worker to manage with each other and thus manage the conflict situation so that organization can
attain success. There are various causes that creates workplace conflicts such as internal conflicts
which are usually carried out by informal groups or conflicts such as rejection of work by
supervisors or criticizing work done (Goldberg, 2015). Thus, all such behaviour affects the work
of individual and creates conflicts among each other. Therefore, it is essential for management to
overcome such conflicts by providing them better solutions and thus improve their performance
so that improvement can be attained. However, there should be trust among workers when they
1

are working together and it helps in developing better performance and create healthy working
environment.
It is essential for management to handle workplace conflicts in a proper manner and to
develop strategies through which conflicts can be managed. However, workplace conflict need to
be managed within business and thus employees face several problems so that they can improve
their cooperation within workplace (Saundry and et. al., 2014). Management needs to undertake
effective practices so that it helps in releasing the stress of workers through involving them
within different workplace activities, management games etc. so that stress could reduce and
efficiency could be improved. Further, when any individual is dependent upon other workers
then workplace conflict could be overcome.
Main causes of conflicts in workplace
Each and every organisation is having some cause which can create a conflict in the work
place regarding to the work. These are barriers in the growth of the companies so they have to
work on them to remove them. It can be a many kind of like conflict in between the employees
and conflict between the employees and employers (Crowley, 2014). So here are some points
which are main cause of the conflict in the workplace in between the employees:
Poor communication: It is a main cause of conflict in between the employees, it creates a doubt
situation in between the employees regarding to their wo4rk which creates a conflict in between
them. It creates a difference in between the team members which makes a negative impact on the
productivity and as well as on the team sprite. It can reduce the team balance so management
have to take their focus on this to increase the communication level of them (Sonnentag, Unger
and Nägel, 2013).
Difference in between the employees: All of the team members are having some types of
differences which can be related with the work, performance, salaries and incentives. These are
some cause which makes a difference in between the employees and creates a conflict in
between them. Personal habits can also increase the conflict, some habits can irritate to others
which can makes a negative impact on the work place environment which is can impact on the
team performance (Lyons and Kuron, 2014).
Different values: Each and every person haves a different values which rules on their thinking
level and thoughts. It creates a difference in between the members. Mostly generation gap in the
employees makes a gap in the values and taking things positive and negative. Most of the old
2

employees believes in the traditional values but younger generation does not believe on it. When
employees fails to accept these types of differences in them so it creates a difference in between
them (Gilin Oore, Leiter and LeBlanc, 2015).
Competition: Competition in between employees creates a demotivated environment in the
workplace which harm the productivity as well as proficiency of the workers. Along with this
they can not provide the qualitative services to the consumers as personal rivalry occurs among
team. In this managers of the company play a important role in resolving the conflicts and by that
they can provide best services to the consumers which helps in attaining the gaols and objectives
(Schmidt and et. al., 2014).
Conflicts in between the employees and employers:
Salaries and Incentives: Most of the conflicts can be occurs for the salaries and incentive. It is a
type of discrimination in the employees. So they have to make proper salary structure for the
employees to which can provide them proper satisfaction regarding to their services which they
are rendering for the employer. All of the employees have a tendency that their salaries have to
be credited on the right time. One more thing which is annual appraisal, bonus and increments,
these are some motivational factors which also may be a cause of conflict. So each and every
organisations have to use moral ethics in the appraisals and increment to reduce the risk of
conflicts towards the employees (Gerardi, 2015).
Work place benefits: Facilities which are given by the employers should be appropriate
according to the needs and demands of the employees. Safety equipments have to bes provided
by the employer to provide a security to the employees in the accidental situations. Facilities e.g.
drinking water, wash rooms, coffee, rest rooms have to provided appropriately by the employers
because it gives a motivation them and increase the loyalty of the employees towards to the
employers (Goetsch and Davis, 2014).
1.2 Problem statement
It is essential for management to overcome conflicts in the workplace and thus obtain
effective practices so that issues could be overcome. There are different issues being faced by
workers during working in organization such as personality differences of individual workers,
non-compliance of riles and regulations etc. The rate of performance gets negatively affected
when there are conflicts among workers, this is determined to be the main issue faced within
Marriott hotel. The quality of services and satisfaction level of customers gets reduced. Due to
3

rise in conflicts within workplace it decreases the efficiency and productivity of workers (Van
Evera, 2013). Therefore, such issues needs to be identified so that Marriott hotel will be able to
deliver high quality services and rate of satisfaction can be raised. Thus, management needs to
identify conflicts in workplace and this way the rate of coordination that is required within firm
can be made.
1.3 Research aim
The aim of the present dissertation is “To assess the causes of conflicts in workplace and
identify solutions to overcome them- a case study on Marriott hotel.”
1.4 Objectives
 To assess the causes of conflict in workplace.
 To identify the ways through which conflict could be overcome within hotel.
 To identify the impact of conflict among employees towards attaining organizational
goals.
 To recommend conflict management strategies and maintain harmony within workplace.
1.5 Research questions
 What are the causes of conflict in workplace?
 What are the ways through which conflict could be overcome within Marriott?
 How conflict among employees impacts upon attaining business goals?
 What are the conflict management strategies that helps in maintaining harmony within
business?
1.6 Significance of research
The present study is effective in regard to identify the main causes of conflicts within
workplace and thus it impacts upon attaining business targets. Following are the main
significance of research which are as follows-
 Present study is beneficial for PHD scholars and thus they could use the study to
understand different concepts and knowledge regarding conflicts. Further, they will also
be able to list out the strategies that are identified through which conflicts are solved.
 Further, it also helps researcher to enhance their knowledge and imply the same concepts
in practical situations.
4

 Also, such dissertation proves useful for individuals to carry out further research in
similar area. In other words, the research can be conducted in determining the impact of
conflict situation on satisfaction or customers or any other area.
 The firm on which research is conducted will get highly beneficial as they will be able to
identify the areas in which improvement is required. As per the findings, strategies can be
developed with the help of which they will be able to raise their performance level and
customers can be satisfied.
1.7 Structure of dissertation
Following is the structure of present dissertation such as- Chapter 1 Introduction- It is the first chapter in which dissertation topic has been
discussed in detail in the form of background. Thus, it helps in assessing varied causes of
conflicts in Marriott hotel. Chapter 2 Literature review- In the later chapter literature review has been done and
discusses different objectives framed to accomplish the study. Thus, it carries out detailed
analysis and understand in-depth analysis of the topic. Chapter 3 Research methodology- It involves different research tools and instruments in
regard to conduct the study. However, research is being carried out by using both primary
and secondary information and thus obtain results which are useful in the future. Chapter 4 Data analysis and findings- It is the crucial chapter that collects data through
carrying out primary and secondary research. It also carries out scrutiny of information so
that results can be obtained. Hence, it helps scholar to gain best results.
 Chapter 5 Conclusion and recommendation- It is the last chapter that carries out analysis
upon obtaining the best possible outcomes from the conducted research. Further,
recommendation has also been provided in regard to solve the issues found while
carrying out the study.
5

CHAPTER 2: LITERATURE REVIEW
2.1 Introduction
After completing introduction chapter, another important part of dissertation is literature
review. Here, it involves views and opinions of different authors in regard to carry out the
research. Through evaluating different studies it helps in obtaining some information regarding
the subject which proves useful to enhance knowledge. Here, secondary sources are used in
regard to collect information from different websites, articles and journals. Thus, using them as a
base it helps in conducting the current research and thus obtain significant outcomes (Betts,
2015). Literature review chapter helps in identifying the gap that has been identified within the
past researches. The identified gap needs to be reduced within the current research and thus draw
conclusion for the same. Thus, it helps in developing proper analysis so that evaluation could be
made on the subject matter. It also helps in developing effective theoretical framework and thus
identify the main causes of conflict within workplace. Literature review is the most important
part of any study because it consists of different tools and techniques which proves to be
effective to collect large amount of information. It assists researcher to get detail information
related to particular topic and accordingly write the detail description of the same. Generally,
literature review is done by taking into account different sources such as journals, books and
online article. Furthermore, other available information are also considered for writing literature
review. The research issues of current study is to assess causes of workplace conflict. In this
regard, different themes will be prepared on the basis of topic so as to develop better
understanding among scholar. Apart from this, theories and models are incorporated through
which ways to integrate personnel can be implemented in the business organization. It enables
corporation to cater need of management as well as other related parties.
2.1. Concept of conflict at the workplace
The conflict at workplace take place because of difference exist among employees in
term of personalities and values. It directly affects business organization because of poor
coordination among them (Abbas and Karage, 2015). This aspect tends to affect performance of
business as company need to focus upon good quality of services. It can be made possible only
with the help of integrated personnel. However, conflict exist between employees and employers
also which is followed by number of reasons (Baillien and De, 2009). Here, sharp disagreement
6

for opposing interest and ideas become the major reason behind conflict among personnel at
workplace. However, every organization face issue of conflict as people work together to
achieve common goals (Eddy, 2005). It can be beneficial or loss full for business where
management take corrective action to resolve the potential issue.
There are different types of conflicts such as personality differences, non-compliance
with rules and policies as well as misunderstanding. At last, competition remain the most
important form of conflict which many times proves to be good for business (Graham and
Folkes, 2014). However, many a times, conflict creates considerable ambivalence through which
scholar face issue in getting its exact meaning, relevant and ways to manage the same. In
common parlance, conflict refers to the process whereby one party reflects that its interest is
being opposed by another one. It is evaluated that there are different reason of conflict that there
are different reason of conflicts that consists of different aspects such as angry words, actions of
opposition etc. (Cullen and Hammer, 2007). Generally, some people try to avoid situation of
conflict because of their negative perception towards the same. However, others perceive it as
phenomenon necessary to manage whereas some of the people consider that conflict provide
good opportunity for personal growth (DOBRE, 2012). It proves to be effective to cater need of
buyers and meet their expectations in an effectual manner.
At workplace, conflicts remain associated with heated debates, high frustration and raised
voices. Owing to this, businesses face issue in term of poor sales turnover, low profitability and
high attrition (Gifford, Gould, Latreille and Urwin, 2016). These kinds of issues are resolved by
using appropriate strategy to integrate personnel with giving focus upon their issues. In this
regard, personnel can be invited to provide their suggestions for implementing appropriate
strategy (Jenkins, 2011). Here, they can communicate about problems which they are facing and
proposed solution can be derive from them. Such aspect ensures that management of corporation
respect for employees and ensure their inclusion in the decision making process. However, it
depends on management that how they resolve the issues or conflicts by focusing upon
constructive or poor process (Hershcovis, 2011). Thus, in business world, differences related to
peer group, environment, situation and personality as well as work experience tends to bring
variation in context of value or needs, personal attitudes and belief. All of these factors tend to
affect entire business performance because all individual behave in different manner (Lewis and
Gunn, 2007).
7

Variable Factors Sources (Citation)
Communication 1. Emotional barriers
2. Lack of attention
3. Lack of interest
4. Difference in perception
5. Choice of communication
channel.
1. Sonnentag, Unger and
Nägel, 2013
2. Silverman, 2016
3. Hershcovis and Cameron,
2011
4. Kingma, 2007
5. Leung, Brew, Zhang and
Zhang, 2010
Personality 1. Leadership quality
2. Coordination
3. Lack of decision making
skills
1. Scott, 2012
2. Humphrey, 2006
3. McKenzie, 2015
Values 1. Situations when policies
within firm are not followed
2. Support of management is
low.
1. Novikov and Novikov,
2013
2. Saundry and et. al., 2014
Causes of conflict 1. Lack of understanding
2. Miscommunication
3. Different set of values
4. Wages and work
conditions.
1. Ringstad, 2005
2. Jaramillo, Mulki and Boles,
2011
3. Prenzel and Vanclay, 2014
4. Katz and Flynn, 2013
Communication: In order to have proper communication, it is essential to make sure that
all the individuals involved in communication have proper attention (Sonnentag, Unger and
Nägel, 2013). When individuals lack attention, then it becomes difficult to have effective
interaction. Further, there should be interest for communication or else it becomes difficult to
understand or communicate. Different person has diverse set of perception and when the views
does not match then there are conditions that communication becomes difficult. Further, there
are different channels through which information can be communicated (Silverman, 2016). In
8