157340592132

[1]
A PROJECT REPORT
ON
“CONFLICT RESOLUTION
&
360 DEGREE FEEDBACK.”
FOR
SIGMA ALLIED SERVICES
Submitted to
Marwadi Education Foundation Group of Institutions
In partial fulfillment of requirement of the award for the degree of
Master of Business Administration
Under
Gujarat Technological University
Under the guidance of
Faculty Guide Company Guide
Pro. Jitendra Patoliya Mr. Sunil Patel
Assistant Professor Project Manager
Submitted by
Madhavi Mer
Enrollment No.: 157340592132
MBA Semester III

[2]
Student Declaration
I MADHAVI MER hereby declare that the report for ‘Summer Training Project’
Entitled “ HR PRACTICES AT SIGMA ALLIED SERVICES WITH REFERENCE TO
CONFLICT RESOLUTION AND 360 DEGREE FEEDBACKS”
Is a result of my own work and my indebtedness to other work publications, references .
if any, have been duly acknowledged.
Place: Ahmadabad Student Signature
MADHAVI MER
Date: Name of the student

[3]
Preface
A man without practical knowledge is just like a rough diamond. To shine like a real
diamond one must have practical exposure of what he has learnt. For the management
students, theoretical knowledge is just like lock without key, so practical knowledge is
most importance.
It is quite true that world outside; your cozy home is many times quite different from
what you have perceived. Similarly it is possible that theoretical knowledge acquired in
the classroom may differ from the practical knowledge. As a curriculum part of M.B.A.
course, the student is required undertake a Summer Internship Programmed and for the
same purpose I have acquired my training in Sigma Allied Services, Ahmadabad.
I have chosen the topic of ‘Conflict Resolution and 360 Degree Feedback ‘.It is my
pleasure to
Present this project work after; I had finished my project at Ahmadabad. This project has
Expanded my horizon of knowledge in practical as well as theoretical, which is vital for
student.
In management level studies, only the basic understanding of the principles of
management is
Not sufficient but their application is also equally important.

[4]
Acknowledgement
The “Conflict resolution” is one step ahead towards attaining my MBA degree
successfully. I own this to a lot of people who have genuinely guided my efforts in the
right direction and made it a successful endeavor. I would like to attend my heartfelt
gratitude to all those people who have helped me in presentation of this project, guiding
me towards the achievement of its purpose.
First and foremost, I like to thanks Mr. Sunil Patel who is the Project Manager of Sigma
Allied Services, Ahmadabad for giving me an opportunity to conduct study in his
esteemed organization and for giving most valuable knowledge, to utilize in study.
He gives me great pleasure and privilege to acknowledge, Mr. Suneet Saxena, Dean,
Faculty of Management, Marwadi Education Foundation Group of Institutions, Rajkot
and Prof. Jitendra Patoliya (Project Guide) for their support.
I am also thankful to entire faculty staff of MBA. Last but not the least Guatami madam
employees of Sigma Allied Services, Ahmadabad for guiding me in project work and
also all people who helps me to make my project successfully and give me opportunity
to take training in this company.
At last but not least I am also thankful to God, My family and my friends who have given
me their constructive advice, educative suggestion, encouragement, co-operation &
motivation to prepare this report.
Thank You
Madhavi Mer.

[5]
Index
Sr. No Particulars Page No.
Part I General Information
1. Industry Overview 8
1.1 History 9
1.2 Growth and Development 12
1.3 Performance and other statistical Data 15
1.4 Market players in the industry 17
1.5 360 degree feedback 20
2. Company Overview 30
2.1History 31
2.1.1 company detail 32
2.1.2 Mission & Vision 33
2.1.3Company Profile 34
2.2 Growth and Development 36
2.3 Key member of sigma company 38
2.4 Product and services overview 39
2.5 Departmental Overview 42
2.6 SWOT Analysis 45
Part II Research Work
3. Introduction of Study 47

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3.1 Background of Study 48
3.2 Review of Literature 53
3.3 Statement of Problem 56
3.4 Objective of Study 57
3.5 contribution and Learning from the Project 58
4. Research Methodology 60
4.1 Research Design 61
4.2 Sampling Method 62
4.3 Sources of Data 63
4.4 Data collection method 64
4.5 Data collection instrument 64
5 Analysis and Interpretation of Data 65
6 Results and Findings 86
8 Suggestions and conclusion 89
9 Limitation of the study 91
10 Scope for further research 93
11
12
Bibliography
Annexure
95
96

[7]
PART – 1
GENERAL INFORMATION

[9]
History:
A recruitment consultant is the intermediary between organizations wishing to recruit
(the client) and the individual seeking a career move or temporary assignment (the
candidate). It is primarily a sales role, with high rewards for impressive results.
Many consultancies or agencies are industry specific, or are subdivided into industry
specific sections so that the consultant is recruiting similar posts within different clients.
The role of the Consultant is broadly to:
 identify and develop client business relationships in a competitive
environment/industry
 Contribute to the attraction of candidates and the integrity of the details held on
them
 Assess and respond to the needs of each particular client or assignment
providing relevant solutions
 Source suitable candidates, brief them on the opportunities offered by the client
and prepare them for interview
 Manage the process through interviews to offer stage and beyond Offer CV,
interview and general career advice
The recruitment industry has five main types of agencies. Their recruiters aim
to channel candidates into the hiring organization’s application process. As a general
rule, the agencies are paid by the companies, not the candidates.
Also known as employment agencies, recruitment agencies have historically had a
physical location. A candidate visits a local branch for a short interview and an
assessment before being taken onto the agency’s books. Recruitment consultants then
work to match their pool of candidates to their clients' open positions. Suitable
candidates are short-listed and put forward for an interview with potential employers on
a temporary ("temp") or permanent ("perm") basis.
Compensation to agencies takes several forms, the most popular are:

[10]
 A contingency fee paid by the company when a recommended candidate accepts
a job with the client company (typically 20%-30% based and calculated on the
candidates first-year base salary – though fees as low as 12.5% can be found
online[2], which usually has some form of guarantee (30–90 days standard),
should the candidate fail to perform and is terminated within a set period of time
(refundable fully or prorated)
 An advance payment that serves as a retainer, also paid by the company, non-
refundable paid in full depending on outcome and success (e.g. 30% up front,
30% in 90 days and the remainder once a search is completed). This form of
compensation is generally reserved for high level executive search/headhunters
These firms attract candidates to job roles on behalf of their clients (employers) and
then help these candidates to apply for an interview with employers for the job role in
question. There are two main parts to a recruitment consultant's work, "sourcing"
candidates and "screening" candidates.
Sourcing candidates involves
1) advertising, a common part of the recruiting process, often encompassing multiple
media, such as the Internet, general newspapers, job ad newspapers, professional
publications, window advertisements, job centers, and campus graduate recruitment
programs; and
2) Recruiting research, which is the proactive identification of relevant talent who may
not respond to job postings and other recruitment advertising methods done in
1. This initial research for so-called passive prospects, also called name-generation,
results in a list of prospects who can then be contacted to solicit interest, obtain
a resume/CV, and be screened (see below).

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Screening and selecting candidates usually involves some form of assessment.
Suitability for a job is typically assessed by looking for skills, e.g. communication, typing,
and computer skills.
Qualifications may be shown through résumés, job applications, interviews, educational
or professional experience, the testimony of references, or in-house testing, such as for
software knowledge, typing skills, numeracy, and literacy, through psychological tests or
employment testing.
Other resume screening criteria may include length of service, job titles and length of
time at a job. In some countries, employers are legally mandated to provide equal
opportunity in hiring. Business management software is used by many recruitment
agencies to automate the testing process.
Many recruiters and agencies are using an applicant tracking system to perform many
of the filtering tasks, along with software tools for psychometric testing.

[12]
(2.2) Growth and Development

[13]
Consultancy is essentially a knowledge based profession and Consultants play an
important role in technological, industrial and economic developments, and are effective
agents of change in the society.
Over the years, consultancy capabilities have grown in several sectors, public and
private and more recently a number of foreign consultants have also started operations
in India. However, the domestic consultancy capabilities need to be strengthened and
skills be upgraded continually in several sectors, since the consultancy profession
growth in India has not kept pace with the industrial and economic developments over
the years.
Thus, there is a need to support and strengthen the domestic consultancy capabilities,
in order to meet the emerging challenges and business opportunities in domestic and
export markets, particularly in the context of new policy environment and WTO.
At the same time, there is a need for professionally competent and reliable
multidisciplinary services at affordable costs to the clients including SMEs as well as for
greater awareness about the role of consultants.
The core strength of any big business group (multinational companies) is its employee
base. To have the right person on the right job has become inevitable for any
company’s growth or even survival in the market, considering the ever growing
competition in any sector. Speaking this, it all comes down to the company’s hiring
department or what we famously known as the HR department. The development and
maintenance of the human resource of any business has become very critical these
days.
Now the company can either invest on having its own HR-recruitment department,
which is the conventional method. But today, there’s an efficient alternative to this – the
Human Resource Agencies. The companies basically outsource their recruitment work
to these Human Resource Agencies who does recruitment on their behalf.

[14]
These are also known as Placement Consultancies and one can choose from many
such agencies offering placement consultancy in India. After great success in the
BPO sector, these agencies are now getting into other important markets as well. One
is the FMCG (Fast Moving Consumer Goods) sector.
FMCG sector mainly deals in the production, distribution and also the marketing of
various consumer-packaged commodities.
The ever-increasing population trend, along with a sharp rise in GDP, which has
ultimately resulted in a higher consumer disposable income, defines the phenomenal
growth of the sector.
More importantly, this sector was the one that remained resilient during the slowdown
witnessed by the global economy.
It highlights the reason behind its ubiquitous presence in the recent years, thus
increasing the demand for hiring smart and talented professionals. And this further
leads to the ever growing importance and need for agencies that can offer
quality placement consultancy in India to various big business houses across the
country.

[15]
(1.3) Performance and other statistical data.

[17]
(1.4) Market players in the industry
There are many company existences in placement consultancy but here are few
companies namely are…..

[18]
1) Heena Placement Consultancy
2) Tata consultancy services

[19]
3) Unique HR consultancy
4) Shayona consultancy
5) Trustmark consultancy

[20]
(1.5) 360 DEGREE FEEDBACKS

[21]
(1.6) INTRODUCTION OF 360 DEGREE FEEDBACK
Every company use deferent feedback method for their organization. Here SIGMA
COMPANY uses 360 degree feedbacks for their company.
360 Degree Feedback is a system or process in which employees receive confidential,
anonymous feedback from the people who work around them. This typically includes
the employee's manager, peers, and direct reports.
A mixture of about eight to twelve people fill out an anonymous online feedback form
that asks questions covering a broad range of workplace competencies.
The feedback forms include questions that are measured on a rating scale and also
ask raters to provide written comments. The person receiving feedback also fills out a
self-rating survey that includes the same survey questions that others receive in their
forms.
Managers and leaders within organizations use 360 feedback surveys to get a better
understanding of their strengths and weaknesses. The 360 feedback system
automatically tabulates the results and presents those in a format that helps the
feedback recipient create a development plan.
Individual responses are always combined with responses from other people in the
same rater category (e.g. peer, direct report) in order to preserve anonymity and to give
the employee a clear picture of his/her greatest overall strengths and weaknesses.
360 Feedback can also be a useful development tool for people who are not in a
management role. Strictly speaking, a "non-manager" 360 assessment is not measuring

[22]
feedback from 360 degrees since there are no direct reports, but the same principles
still apply.
360 Feedback for non-managers is useful to help people be more effective in their
current roles, and also to help them understand what areas they should focus on if they
want to move into a management role
(1.7) HOW SIGMA USES 360 DEGREE FEEDBACKS?

[23]
Generally few firm uses traditional feedback method which shows in the picture that
organization directly ask feedback to their supervisor. In that case other parties are like
external customers, internal costumers, co- workers, friends; they cannot give
suggestions or feedback to the organization.
But sigma company uses 360 degree feedbacks and out of that they get many
important feedbacks for their organization as well as they also analysis their
performance through it.

[24]
Sigma Company gets feedback from groups like:

Banking & Financial -Hiring

FI/CO Consultant Opportunities

Bullhorn Reach User Group

Mobility Openings - Android Developers & IOS Developers

Training Chowk - Meeting place for training providers and seekers

C-C(Corp-Corp)

[25]

Mobility Vacancies - IOS

AMA- Ahmedabad Management Association

Mobility Vacancies - Android

Harvard Business Review

[26]
Employees
Company also gets feedback from their employees who are working in the
organization.
Here are some samples of questions which has been asked while company taking
feedbacks from employee.
 Which part of your organization do you like best?
 Do you like to give any suggestions to company for increase the working pattern?
 Are you comfortable with company’s target setting method?
 Are you comfortable with the behavior of your seniors and co- workers?
 Have you ever felt that your organization hiding something from you?
 Are you satisfied with the culture of the organization?
 Do you think that company need to change its way to work in market?
Above questions are asked to the employee and based on that company knows that
image of organization in employee’s mind.

[27]
 CUSTOMERS
Sigma Company gets feedbacks from its customer also. Here are same name of
customer of Sigma Company.
1) ICICI SECURITES:
2) LANDMAR INSURANCE

[28]
3) MOTILAL OSWAL
4) AMAZON
So Sigma Company gets feedbacks from their above costumer.

[29]
(1.8) BENEFITES OF 360 DEGREE FEEDBACKS TO THE SIGMA
COMPANY
1. Increases self-awareness of the company and they realize that what change need
organization.
2. Sometime organization cannot understand the behavior of employee, with the
help of 360 degree feedback reason of behavior came in front of organization.
(Clarifies behaviors)
3. Measures “how” things get done as opposed to “what” get are done.
4. Promotes dialogue
5. The most important thing is improvement in work of the every employee and
relationship also, so 360 degree feedback Improves working relationships.
6. Encourages personal development
7. Increases accountability
(SO 306 DEGREE FEEDBACKS REALLY HELP TO THE SIGMA COMPANY TO
GROW UP AND ALSO SHOWS SOME LIMITATION OF ORGANIZATION AND ALSO
SHOW SOME PLUSE POINT OF COMPANY)

[31]
(2.1)
Sigma Allied Services Private Limited is a Private incorporated on 22 December 2011. It
is classified as Non-government Company and is registered at Registrar of Companies,
Ahmadabad. Its authorized share capital is Rs. 100,000 and its paid up capital is Rs.
100,000.
Sigma Allied Services Private Limited's Annual General Meeting (AGM) was last held on
30 September 2015 and as per records from Ministry of Corporate Affairs (MCA), its
balance sheet was last filed on 31 March 2015.
Directors of Sigma Allied Services Private Limited are Tarak Ramchandra Tyagi and
Smita Tarak Tyagi.

[32]
(2.1.2) COMPANY DETAILS
CIN U74910GJ2011PTC068340
Company Name SIGMA ALLIED SERVICES
PRIVATE LIMITED
Company Status Active
RoC RoC-Ahmadabad
Registration
Number
68340
Company
Category
Company limited by Shares
Company Sub
Category
Non-government company
Class of Company Private
Date of
Incorporation
22 December 2011
Age of Company 4 years, 7 month, 4 days
Activity Business activities N.E.C.

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MISSION
Partnering in Success by providing comprehensive range of H.R. solutions to large, mid
and small size corporate. To work as a bridge to meet industry expectations
and aspirations of potential Individuals as a catalysts.
Vision
To establish and evolve brand - Sigma Allied Services Pvt. Ltd. as preferred H.R.
Solution Provider to five hundred Large, Mid and small size corporate across India by
2015.
Values
Fairness
Integrity
Reliability
Speed
Transparency

[35]
(2.1.4) Company Profile
Company Name : Sigma Allied Services
Address : Address: AG-57,
Amrapali Mall,
Near City Gold Multiplex,
SP Ring Road,
Ambli Bopal Chowkdi,
Ambli,
Ahmadabad,
Gujarat 380058
Phone : 095740 00047
Form of Organization : Consultancy Company.
Website : www.sigmacorpsolutions.com
Type of Organization : Private Limited

[36]
(2.2) Growth and Development
Sigma Allied Services Pvt. Ltd. is a comprehensive H.R. Solutions provider and is
engaged in a variety of H.R. Related services.
As a comprehensive package we extend H.R. related services across levels and
departments for maximizing productivity and hence the profitability of our corporate
clients. that are demanded by the best corporate in business.
We believe in profitable, sustainable and enjoyable long – term relationships with our
employees, clients and talent (Candidates).
We actively recruit for more than 100 large and mid-sized clients spread across India
among those we have served are:
IT sector: Honeywell, Sapient Corporation, Tango Inc., NIIT Technologies, IBIBO,
Education Initiatives and others.

[37]
In BFSI sectors are: ICICI securities, Bharti AXA Life Insurance, Apollo Munich Health
Insurance, Axis Bank, SBI capital, SBI Securities, Kotak Bank, Tata AIG General
Insurance, Landmark General Insurance, SMC Global, Aditya Birla Money and others
We are glad to offer a host of our process based H.R. Services suiting you needs.
Sigma started with the belief that People aren't resumes, Organizations aren't just
stepping stones.
There is a life and story behind each resume. There are people on both sides of the
table.
Sigma is an accomplished & experienced team of professionals who are dedicated to
match high caliber individuals to meet the needs of organizations, thus adding value to
all.
We provide a high level of service, effective solutions and foster
successful relationships.
Sigma believes in coming with a value-add in the lives of people. We are a one-stop HR
service provider offering end to end solution in manpower sourcing, manpower
development and HR outsourcing.

[38]
Sigma operates in the Human Resource Consulting space. The services range from
Talent Hiring, Talent Staffing & other Talent Premium solutions in the HR domain.
End-to-End or, Point-offering focused on both mid size and large companies
(2.3) KEY MEMBERS OF THE SIGMA COMPANY

[39]
(2.4) Product/Services overview
1) TALENT SOURCING:
- Head Hunting
- Recruitment & Staffing
- Reference Checks
2) TRAINIGS
- Skill Enhancement
- Student Programs
- Corporate Training

[40]
3) HUMAN RESOURCE
- Pay Roll Processing
- H.R. Audits
- I.Q/ E.Q./ M.A.P.P Assessments / Tests
TALENT SOURCING
Industry specific separate teams with strong understanding
Of Job requirements.
Team of telecallers and sourcing executives provide support to recruiters
Technologically advanced executive search solutions resulting into
Faster line ups and candidate data management
Experienced professionals for Head Hunting
Network based Pre and Post Employment Reference Checks
And Due Diligence across industry
Resume Building
TRAINING
Industry induction programs for fresh Management Graduates to
accomplish growing demand of front line executives
Change Management and Sales Skills Enhancement Programs
For front and middle level executives
Corporate Trainings
Train The Trainer Programs for College faculties and trainers
Leadership Modules for Senior Level executives

[41]
HUMAN RESOURCE
System based approach with latest technological edge for Pay Roll Process
Process based H.R. Audits using
Pre Audit Self Assessments / Information / On Site Reviews
Dedicated teams for conducting
I.Q. / E.Q. / M.A.P.P. Tests Assessments and Feedback

[42]
(2.5) DEPARTMENTAL OVERVIEW
Sigma has two deferent departments in its structure and that is:
1) BFSI (Banking, Financial services and Insurance)

[43]
BFSI Department work for the BANKING AND FINANCAL SECTOR, here are name of
job position on which sigma work on:
POSITION LIKE:
1. AVP Franchise Head
2. Cluster Manager
3. Deputy General Manager
4. Regional Product Manager
5. Product Development Manager
6. Chief Branch Manager
7. Branch Program Manager
8. Advisory for Private Client Group
9. Business Analyst,
(Closed 5000+ positions across various sectors in the profiles ranging from
Junior to mid level and up to senior leadership profiles procuring offer up to
50 LPA.)

[44]
2) IT (INFORMATION TECHNOLOGY)
IT Department work for the IT SECTOR, here are name of job position on which sigma
work on:
1. Sr. Cloud Platform Operations Engineer
2. Advanced Analytics Leader
3. Cloud Integration and API consultant
4. SUSE Solutions Architect
5. Senior Architect-Mobility (SMAC)
6. Senior Research Analyst
7. Java Architect
(And a number of Tech Architect, Tech Specialist, Tech Leads, Sr. Engineer
positions and others on various technologies.)

[45]
(2.6) SWOT ANALYSIS
SWOT analysis stands for Strength, Weakness, opportunities and Threats. SWOT
Analysis is very much useful for management study. SWOT Analysis according to
Sigma Allied Services.

[46]
STRENGTH
 Strong understanding between employees
and organization.
 Large network.( therefore they can get
interesting contract from client.
 Achievable target setting in the organization.
 Clarity in Instruction.
 Maintain rules and regulations.
WEAKNESS
 Limited resources.( e.g.- Computers, place)
 Lack of service awareness.
 Quality control.( If hiring a stranger we really
OPPORTUNITY
 Providing more effective training to the
employee for increasing the ability of working.
 Only few organization believe in
PLACEMENT CONSULTANCY so it’s good
opportunity to maintain the existence of
organization in the market.
 Add new more qualitative services to the
clients and make more connection from it.
THREAT
 Completion of given/set target in fixed time.
 Finalized/offered candidate adjusted with the
organization’s environment.
 Unwanted ID.
 New technology changes.

[48]
(3.1) Background of the study

[49]
Introduction of Conflict:
In short term we can say that CONFLICT arise whenever two deferent parties believe
that their given statement not taken as seriously. Many reasons are there that arise
conflict between two parties.
Let’s understand conflict in details and its solution also:
A conflict is a special kind of system whose complexity stems from many different and
sometimes unrelated elements. On the one side, there are the parties involved in the
conflict. If it is true that there are cases in which the parties are just two (or even one, in
the case of a dilemma), most often the parties are many, with intricate relations between
them. More importantly, there are often multiple and diverse objectives. Some may even
be hidden, not defined once and for all, and may evolve over time. This is almost always
the case in conflicts arising between different groups within a country or in international
conflicts.
These are the types of conflicts we will be dealing with in this paper. On the other side,
each conflict does not arise in a vacuum, but in a context, local, regional, or
international, a context that may be changing over time and has often unforeseen
effects on the conflict’s structure and parties. Another important fact that is too often
disregarded is that a conflict does not end simply when violence is stopped or when a
satisfactory compromise between the parties is signed. Ending a conflict in a real and
stable way implies the construction of a lasting peace, which is something daunting and
difficult to obtain.
To deal with a conflict effectively, it first needs to be analyzed and understood. Conflict
analysis is the most important and necessary step that has to be taken before any
conflict intervention can be carried out, and aims at gaining a clearer and deeper
understanding of the origin, nature and dynamics of the conflict in question. At the same
time, conflict analysis is an activity that has to take place during the whole process of

[50]
dealing with conflict, as conflict continuously changes. Analyzing conflicts includes not
only collecting information and evidence about the conflict, but also interpreting and
evaluating the information collected
Conflict analysis enables the identification of:
• The type of the conflict;
• The reasons for the conflict;
• The causes and consequences of the conflict;
• The components and the different actors involved;
• The levels at which the conflict takes place.
Conflict analysis can also provide information on how the conflict is seen (for example,
manifest, latent), its dynamics, the relationships and hierarchy of positions between the
conflicting parties, and their interests, needs and motivations.
In this chapter we will look at each of these in more depth and explore some methods
that are used for analyzing conflicts for information about each of the different elements
listed. Conflict analysis can be carried out through a variety of methods, including:
• The direct and immediate registration of events or observation;
• measuring social relationships and the degree of relatedness among people.
• The analysis of all available information provided through various mediums for data
storage or the study of documents
• Interviews and meetings with conflict parties, and other interested parties;
• Diagnostic scales, tests and enquiries or surveys
• gaming techniques, imitation models or experimentation and modeling

[51]
HERE IS THE TABLE THAT SHOWS THAT THE CONFLICT ANALYZES METHOD.
Conflict analysis method Brief description
Conflict mapping
This is a visual method to show the relationships between conflict
parties. It provides the opportunity to identify real and potential allies
and opponents.
ABC Triangle
Provides for the identification of three basic components in conflicts:
attitudes, behavior and contradiction.
Onion of positions, interests and
needs
This is a visual method using the metaphor of the onion for
identifying the positions of conflict parties.
The methods of conflict analysis presented in the table have been developed and
described by practitioners of conflict in some key publications of the field.
The purpose of conflict analysis will, to some extent, determine the nature of the method
of conflict analysis you will choose to use.
Nevertheless, all conflict analysis methods have some key questions in common.

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SOLUTION:
It's important that everyone understands each party's underlying interests, needs and
concerns. So, take a positive stance, keep the conversation courteous, and avoid
blaming anyone.
Ask for each person's viewpoint, and confirm that you need his or her cooperation to
solve the problem. Ask your team members to make an effort to understand one
another's motivations and goals, and to think about how those may affect their actions.
Encourage everyone to use active listening skills , such as looking directly at the
speaker, listening carefully, nodding, and allowing each person to finish before talking.
By following these guidelines, everyone will be able to hear and understand one
another's positions and perceptions. Focusing on listening will also help to prevent the
conversation from becoming heated and getting out of hand.
Once everyone knows that their views have been heard, they are more likely to be
receptive to different perspectives.
Encourage each team member to listen to other people's points of view, without
defending their own position. Make sure that each person has finished talking before
someone else speaks, emphasize that you want to resolve the situation through
discussion and negotiation, and ensure that listeners understand the problem fully by
asking questions for further clarification.
Be sure to focus on work issues, and leave personalities out of the conversation. You
should also encourage everyone to:
 Listen with understanding, and to see the conflict from each participant's point of
view.
 Explain issues clearly and concisely.
 Encourage people to use "I" rather than "you" statements, so that no one feels
attacked.

[54]
REVIEWS
Katz, N. H., Sosa, K. J., & Harriott, S. A. (2016).
Group work is a necessary but often bewildering part of working in the field of conflict
resolution. Although programs provide skill practice courses to prepare conflict
professionals, their opportunity to engage in settings that reflect the challenging work of
operating in the midst of a heightened emotional environment is limited.
One course that at least approximates those conditions is based on the Tavistock
approach to group relations and emulates the covert and overt dynamics that occur in
groups. This article advocates for experiential educational events such as this to improve
training for conflict resolution professionals and is supported by interview data collected
from participants.
Gupta, P., Bhattacharya, S., Neelam, N., & Kunte, M. (2016).
This article compares the conflict resolution styles of the three generations in the Indian
workforce today—baby boomers, generation X, and generation Y—based on a research
sample size of 503 respondents. The questionnaire developed by Pareek and Purohit
(2010) classifies conflict resolution styles into five categories: three approach-based
styles (confrontation, compromise, and negotiation) and two avoidance-based styles
(withdrawal and resignation). The study found that Indian workers by and large prefer
approach-based styles, with negotiation being the most preferred style across
generations and gender. Baby boomers were found to have a significantly higher
preference for confrontation than those in generation Y. Generation Y is significantly more
likely than baby boomers to choose withdrawal as their conflict resolution style. In
addition, male baby boomers are more likely than female boomers to use resignation as a
conflict resolution style. The article discusses possible reasons for these findings in the
Indian cultural context and suggests future research.

[55]
Melin, M. M. (2016).
With the growing role of the private sector in global politics comes increasing challenges
and opportunities, an example of which is conducting business in pre- and post-conflict
environments. While the extant business literature discusses the work these actors can
do to reduce tensions in conflict zones, the role of these actors is notably absent in
studies of conflict resolution. In this article, I offer an overview of the findings on conflict
resolution processes by scholars in the field of political science.
I then draw from business scholarship and offer an overview of the positive contributions
the private sector can and does make toward peace. I conclude by highlighting the
problems of having disjointed approaches and offering a conceptual framework for how
these distinct approaches can be combined to generate a more comprehensive
understanding of conflict resolution.
Burton, J. W. (1990). Conflict: Resolution and provention (Vol. 1990).
The formation of partnerships between firms is becoming an increasingly common way
for firms to find and maintain competitive advantage. While the antecedents of
partnership formation and the characteristics of the resulting cooperative working
relationship have been explored in the literature, an understanding of characteristics
associated with partnership success is lacking. Such an understanding is important in
reconciling the prescriptions to form partnerships with the reality that a majority of such
partnerships do not succeed. We hypothesize that partnership attributes,
communication behavior, and conflict resolution techniques are related to indicators of
partnership success (satisfaction and sales volume in the relationship). The hypotheses
are tested with vertical partnerships between manufacturers and dealers.

[56]
(3.3) Statement of Problem
This current organization is no longer behind then the effect of conflict between
employee to employee or employee to organization. During my literature review survey,
I came across with many conflicts, stress, behavioral conflict which is affecting to the
performance of the organization and various related work risk. A genuine effort of this
research is to understand employees of this organization suffering from conflict in the
organization.

[57]
(3.4) Objective of Study
This Research refers to a systematic research for pertinent information on a special
topic. In fact, research is an art of scientific investigation. It is systematized effort to gain
new knowledge. It is way of finding something new.
The purpose of research is to discover answers to questions through the application of
specifics procedure. The main aim of research is to find out the truth which is hidden
and which has been not discovered yet.
Thought each research study has its own specific purpose, without any objectives ones
can’t do any research. Thus, research objectives are very important. The overall aim of
the study was to collect valid and reliable information on the attitudes, experiences and
expectations of administrative and support staff currently working in the organization
.the research had a number of specific objectives:
The following are the research objectives:
 To find out what is the reason behind arise conflict.
 To know the level of conflict happened and its effect.
 To know the steps taken by the organization against conflict.
 To know the reason of conflict at various level and various job.
 To know the impact of conflict on the employees and his/her work in an
organization.

[58]
(3.5) Contribution and Learning from the project

[59]
From this project in Sigma Allied Services, in case that my knowledge is increased
regarding the system of the organization; I come to know about the facts regarding
practical aspects of the theories. While doing this project I helped them by suggest
ting them the various ways of removing conflict which they can implement to enhance
their system.
From this project Come to know about the detailed information of the organization;.
Moreover to that during this project I learn about the healthy relationship between the
employees and the top management’s that will be easier for the organization to
achieve their targets and goals.
I have prepared research report on “conflict resolution” In that I learned that conflict
at workplace related with behavior, work, viewpoint, work styles s, is big issue of
all the organization but if it will be performed with co-ordination and co-operation then
it will be easier and productive also.
I can understand how conflict gives stress at workplace. I have tried to build healthier
relationship with employee through giving suggestions.
Company have given me full co-operation during my visit and given me all necessary
information to prepare this report.
It was such a great experience to learn about the company.
During the training, I got an opportunity to have a glance at the corporate world. Thus,
this is one of the most valuable and importance experience for any MBA student.
This particular training allows a student to understand the implementation of what one
has learned within the four wall of classroom.

[60]
4 – RESEARCH METHODOLOGY

[61]
(4.2) Research Design
The problem that follows the task of defining the research problem is the preparation of
the design of the research project, known as the “Research Design”.
Decision regarding what, where, when, how much, by what means concerning an
inquiry or a research study constitute a research design. A research design is the
arrangement of condition for collection and analysis of data in manner that aims to
combine relevance to the research purpose with economy in procedures. It is
conceptual structure within which research is conducted; it constitutes the blueprint for
the collection, measurement and analysis of the data.
In other words the function of research design is to provide for the collection of relevant
evidence with minimum expense of time, money and effort.
It is a Descriptive research.

[62]
(4.3) Sampling Method
A researcher generally takes a small portion of the population for study, which is
referred to as a Sample.
The process of selecting a sample from the population is called sampling.
In my research
Population: Sigma Company consist of 18 Employees and 2 Employers
I have taken whole population as respondent for my
research.
.

[63]
(4.4) Source of Data:
I have collected data from below sources.
 Source of Data- Primary data
 Questionnaire
 Observation
 Interview
 In survey approach I had selected a questionnaire method for taking an
employee’s view because it is feasible from the point of view of my subject &
survey purpose. I conducted 20 sample of survey in my project to judge the level
of conflict happened in the organization and what the step is taken by the
company for solve that.
 Sample Size- 20 respondents
 The next step is to extract the pertinent finding from the collected data. I have
tabulated the collected data & developed frequency distributions. Thus the whole
data was grouped aspect wise and was presented in tabular form

[64]
(4.5) Data collection Method
.There are two types of data collection.
Collecting Primary data are:
 Observation Method
 Through Questionnaire
 Interview Method
Collecting secondary data are:
 Library books
 Newspapers
 Internet
 Report prepared by using other source
Type of Data: Primary
Data collection Method: Questionnaire
Data is collected from various employees through personal interaction. Specific
questionnaire is prepared for collect
(4.6) Data Collection Instrument.
I have collected data from different sources which are representing below.
 Questionnaire
 Face to face

[65]
4- Analysis and interpretation of data

[66]
Analysis is the process of breaking a complex topic or substance into smaller parts to
gain a better understanding of it., though analysis as a formal concept is a relatively
recent development.
Data interpretation is the study of scientific measurements and observations to develop
evidence for responding to a query.
The common tools used for data interpretation are electronic spreadsheets which are
capable of sorting, graphing and searching data.
Data interpretation, also known as data analysis, is a collection of methods used to
derive useful information from collections of data. Data interpretation is used in any field
that analyzes data, from chemistry to market research.

[67]
Q-1 Do you believe that conflict makes management disturb?
SR. PARTICULAR PERCENAGE
1. Strongly agree 60%
2. Agree 20%
3. Disagree 20%
4. Strongly disagree 0%
Interpretation:
From the above graph we can interpret 60% strongly agree, 20% Agree, 20% Disagree
and 0% strongly disagree. Most employees believe that conflict make management
disturb.
60%20%
20%
0%
Strongly agree
Agree
Disagree
Strongly
disagree

[68]
Q- 2 I am always willing to listen to other’s opinions, but I also want to give them mine.
2. Agree 25%
3. Disagree 5%
Interpretation:
From the above graph we can interpret 65% strongly agree, 25% Agree, 5% Disagree
and 5% strongly Disagree. That most employees believe that they would like to listen
other’s opinions, but also they want to give them opinions also to the organization.
65%
25%
5% 5% Strongly
agree
Agree
Disagree
Strongly
disagree

[69]
Q-3 When someone else thinks they have a good idea I cooperate and help them.
2. Agree 25%
3. Disagree 0%
Interpretation:
From the above graph we can interpret that 75% strongly agree and 25% Agree
employee, that most employee cooperate and help other employee who have good idea
for the organization
75%
25%
Strongly
agree
Agree
Disagree
Strongly
disagree

[70]
Q-4 When conflict arise, I usually stand on my principles.
2. Agree 40%
3. Disagree 5%
Interpretation:
From the above graph we can interpret 55% strongly agree, 40% agree, 5% Disagree
and 0% strongly disagree employees are there that, When conflict arise, employee
usually stand on their own principal.
55%
40%
5%
Strongly
agree
Agree
Disagree
Strongly
disagree

[71]
Q-5 When a conflict arises; I am usually willing to adjust my priorities to reach a
resolution.
2. Agree 35%
3. Disagree 15%
Interpretation:
From the above graph we can interpret that 50% strongly agree,35% agree,15%
disagree and 0% strongly disagree that employees usually willing to adjust his/her
priorities to reach a resolution.
50%
35%
15%
Strongly agree
Agree
Disagree
Strongly disagree

[72]
Q-6 During a conflict, I try to find some compromise.
2. Agree 35%
3. Disagree 25%
Interpretation:
From the above graph we can interpret that 35% only agree, 30% strongly agree, 25%
disagree and 10% strongly disagree employee try to compromise during any conflict.
Here few employees believe that compromise is the way to solve conflict in the
organization.
35%
30%
25%
10%
Agree
Strongly
agree
Disagree
Strongly
disagree

[73]
Q-7 I like to ask others for their opinions and try to find ways to cooperate.
2. Agree 40%
3. Disagree 0%
Interpretation:
From the above graph we can interpret that employees 60% employee are strongly
agree and 40% agree that they like to ask others for their opinions and try to find ways
to cooperate
60%
40%
Strongly agree
Agree
Disagree
Strongly disagree

[74]
Q-8 When there is a conflict, I make a point of presenting my view, and I invite others
to do the same.
2. Agree 35%
3. Disagree 25%
Interpretation:
From the above graph we can interpret that employees mostly 35% strongly agree, and
35% agree employee make a point of presenting their view, and they invite others to do
the same.
35%
35%
25%
5%
Strongly
agree
Agree
Disagree
Strongly
disagree

[75]
Q-9 I always find negative point on my suggestions from others point of view.
2. Agree 25%
3. Disagree 30%
Interpretation:
From the above graph we can interpret that 30% disagree and 20% strongly disagree
with the statement that they doesn’t find negative comment from others on their given
suggestions . But 25 % employee agrees and strongly agrees that they find negative
comment from others on their given suggestions.
30%
25%
25%
20%
Disagree
Agree
Strongly
disagree
Strongly
agree

[76]
Q-10 I try to adjust my priorities to accommodate other people’s needs.
2. Agree 30%
3. Disagree 20%
Interpretation:
From the above graph we can interpret that 45% strongly agree,30% agree, 20%
disagree and 10% employee are strongly disagree in statement that employee try to
adjust their priorities to accommodate other people’s needs
45%
30%
20%
10%
Strongly
agree
Agree
Disagree
Stronglydis
agree

[77]
Q-11 I think it is more important to get along than to win an argument.
2. Agree 30%
3. Disagree 15%
Interpretation:
From the above graph we can interpret that 45% employee strongly agree, 30%
agree,15% disagree and 10% strongly think that it is more important to get along than to
win an argument.
45%
30%
15%
10%
Strognly
agree
Agree
Disagree
Strognly
disagree

[78]
Q-12 After I have made a decision, I defend it strongly.
2. Agree 35%
3. Disagree 15%
Interpretation:
From the above graph we can interpret that 40% strongly agree,35% agree,15%
disagree and 10%strongly disagree with that statement that after employee have made
a decision, they defend it strongly.
40%
35%
15%
10%
Strongly
agree
Agree
Dissagree
Strongly
disagree

[79]
Q-13 I try to negotiate and adopt a “give-and-take” approach to problem situations.
2. Agree 45%
3. Disagree 20%
Interpretation:
From the above graph we can interpret that 45% agree, 30% strongly agree and 20%
disagree and 5% strongly disagree that employee tries to negotiate and adopt “give –
and- take” approach to problem situation.
45%
30%
20%
5%
Agree
Strongly
agree
Disagree
Strongly
disagree

[80]
Q-14 when I find myself in an argument, I usually say very little and try to leave as soon
as possible.
2. Agree 40%
3. Disagree 30%
Interpretation: From the above graph we can interpret that 40% are agree, 30%
strongly agree and 30% disagree that when employee find himself / herself in
argument, they usually say very little and try to leave as soon as possible
40%
30%
30% Agree
Strongly
Agree
Disagree
Strongly
disagree

[81]
Q-15 I prefer to compromise when solving problems and just move on.
2. Agree 30%
3. Disagree 30%
Interpretation:
From the above graph we can interpret that 30% strongly agree, 30% agree, 30%
disagree and 10% strongly disagree with statement that employee prefer to compromise
when solving problems and just move on.
Compromise is good thing for any organization but it’s very important that every time
take step of move on, is not good for employees as well organization.
30%
30%
30%
10%
Strognly
agree
Agree
Disagree
Strognly
disagree

[82]
Q-16 I find conflicts challenging and exhilarating. I enjoy the battle of intelligence that
usually follows.
2. Agree 50%
3. Disagree 15%
Interpretation:
From the above graph we can interpret 50% agree, 30% strongly agree, 15% disagree
and 5% strongly disagree with statement that, employee find conflicts challenging and
exhilarating. And enjoy the battle of intelligence that usually follows.
50%
30%
15%
5% Agree
Strongly
agree
Disagree
Strongly
disagree

[83]
Q-17 I may not get what I want, but it is a small price to pay for keeping the peace.
2. Agree 30%
3. Disagree 40%
Interpretation:
From the above graph we can interpret that 40% Disagree, 30% agree, 20% strongly
agree and 10% strongly disagree with statement that, employee may not get what they
want, but it is a small price to pay for keeping the peace.
40%
30%
20%
10% Disagree
Agree
Strongly
agree
Strongly
disagree

[84]
Q-18 I avoid hard feelings by keeping my disagreements with others to myself.
2. Agree 40%
3. Disagree 20%
Interpretation:
From the above graph we can interpret that 40% strongly agree, 40% agree and
20%disagree with the statement that employee avoids hard feelings by keeping they
disagreements with others to themselves.
40%
40%
20%
0%
Strongly
agree
Agree
Disagree
Strongly
disagree

[85]
Q-19 during conflict, I immediately work to get everyone’s concerns out in the open.
2. Agree 45%
3. Disagree 35%
Interpretation:
From the above graph we can interpret that 45% agree, 35% disagree and 20% are
strongly agree with statement that during conflict, employee immediately work to get
everyone concerns out in the open.
45%
35%
20%
Agree
Disagree
Strongly agree
strongly
disagree

[87]
RESULTS OF THE RESEARCH
On the basis of the study and on the basis of the responses that I have received, I have
derived the following observations.
 From the questionnaire survey I found that employee and organization believed
that whenever they face conflict in organization management get disturb from it.
 In the organization employee listen their management opinions seriously but,
they also want to give their opinions to the organization also.
 Every employee have right to give suggestions and give his/her point of view
at every related topic with organization. It is a very good point for any company.
 Here, organization has strong team, every employee supports their team
member and also take care that suggestion which is given by him/her is must
be useful for the organization.
 Company has a very good cooperative team and understanding employee.
 Sometime when conflict arise 50% employee adjust their priority, but some
members are there who don’t believe that the compromise is the solution for
any conflict.
 If any employee has no any argument to do at that time, they support the right
person and encourage him/her to do right thing.
 In the organization 30% employees believed that they don’t find any negative
comment on their given suggestion.

[88]
 But some employee believe that their opinions not taken seriously in that
organization.
 In the organization employee follow “give-and-take” policy.
 Sometime for the benefit for the organization employee ignore their negative
comment.
 If the issue is related work of any employee, that no one compromise and no
one employee bears the wrong argument in the organization.

[89]
7- CONCLUSION
During the 45 days training I explore my knowledge of corporate field. I also know that
how to implement theory in practice. I also got chance to study HR Department of

[90]
Sigma company all that it improved my convincing power and also gave a chance to
meet different people. It also increased my confidence.
After completing my summer internship from Sigma Company. I can conclude that
Sigma Company is one of the most prestigious companies which are providing support
to employee for develop their carrier. The working system of Sigma Company is
transparent enough; there is a friendly environment with fully professional working in the
organization. Company using open door policy so, there is also a kind of co-ordination &
co-operation between the employees and the top management. Newly appointed
employees can easily mixed with the working environment of the organization through
the induction program and with the help of this they can more enthusiastically work
towards achieving the organization goal.
There are some factors which are responsible for conflict at workplace related work,
related behavior, related interference to employee like personal factor, environmental
factor, new technology training, etc.
Management tries to remove those entire factors which are affecting to workplace. So,
management implement innovative and effective ideas to create more friendly
environment like weekly meeting, direct communication, general discussion about
project, job rotation, etc.
Finally during of my training period I was taught lots of many things from Sigma
Company. I am always thankful to sigma company family.

[92]
Research has made many achievements and thus simplified human life. Whatever we
are enjoying today is due to research. Every research has its own advantage,
disadvantage and limitations and for this research work is no expectation to this general
rule.
There is always limitation with the advantages or significance of the particular study or
approach because one has to conduct his study or idea with certain boundaries
because it may be in any term. So as my research study has some limitation which are
as follow:
 The research shows output of only those data which is provided by company.
 The population or experimental group (Sample size) was small. Only 20
employees evaluate to the research.
 Collecting information from people during working hours was difficult.
 Time constraint is one of the limiting factors.
 Sample size is 20 only due to which we may not get the proper result.
 Most of the employees were hesitant in giving frank opinions and answers.
 Some employees were in tension because of deadline of project.

[94]
Following are some of the further scopes of the study
 To help the company to determine how they reduce Conflict in the organization.
 To implement various other parameters to collect information other than through
questionnaire of employees.
 In future to more enhance the topic we can make the survey of whole population
if the all employees are able to give their time.
 Personal interaction to understand that why conflict arise between employee to
employee or employee to organization
.

[95]
10- BIBLIOGRAPHY
Websites:
 www.sigmacorpsolutions.com
 www.googlescholar.com
 www.transconflict.com
JOURNALS:
1. Katz, N. H., Sosa, K. J., & Harriott, S. A. (2016). Overt and Covert Group
Dynamics: An Innovative Approach for Conflict Resolution Preparation.Conflict
Resolution Quarterly, 33(3), 313-348.
2. Gupta, P., Bhattacharya, S., Neelam, N., & Kunte, M. (2016). Boomers Like to
Confront, Generation Y Is Okay with Withdrawal, But They All Love to Negotiate in
India. Conflict Resolution Quarterly, 33(4), 403-435.
3. Melin, M. M. (2016). Business, peace, and world politics: The role of third
parties in conflict resolution. Business Horizons.
4. Burton, J. W. (1990). Conflict: Resolution and provention (Vol. 1990). Macmillan.

[96]
11- ANNEXURE
Questionnaire
On
Conflict resolution
Of Sigma allied services.
I Madhavi Mer, preparing a project report on above topic would like to request you to
kindly fill in following questionnaire. Feel free to share your views.
The answer provided by you will be kept strictly confidential and will not be misused or
printed anywhere against you. Information provided by you will be used for academic
purposed only and will not be disclosed to anybody else. Your anonymity will be strictly
maintained.
Please fill all the Details.
Name: ________________________________________________________
Educational Qualification: _______________________________________
Age:
Gender: Male Female
Designation & Department: ______________________________________

[97]
1) Do you believe that conflict make management disturb? ( )
1. Strongly agree
2. Agree
3. Disagree
4. Strongly disagree
2) I am always willing to listen to other’s opinions, but I also want to give them mine. ( )
1. Strongly agree
2. Agree
3. Disagree
3) When someone else thinks they have a good idea I cooperate and help them.( )
1. Strongly agree
2. Agree
3. Disagree
4) When conflicts arise, I usually stand on my principles.( )
1. Strongly agree
2. Agree
3. Disagree

[98]
5) When conflict arises, I am usually willing to adjust my priorities to reach a resolution.(
)
1. Strongly agree
2. Agree
3. Disagree
6) During a conflict, I try to find some compromise.( )
1. Strongly agree
2. Agree
3. Disagree
7) I like to ask others for their opinions and try to find ways to cooperate.( )
1. Strongly agree
2. Agree
3. Disagree

[99]
8) When there is a conflict, I make a point of presenting my view, and I invite others to
do the same.( )
1. Strongly agree
2. Agree
3. Disagree
9) I always find negative comment on my suggestion from others.( )
1. Strongly agree
2. Agree
3. Disagree
10) I try to adjust my priorities to accommodate other people’s needs.( )
1. Strongly agree
2. Agree
3. Disagree
11) I think it is more important to get along than to win an argument.( )
1. Strongly agree
2. Agree
3. Disagree

[100]
12) After I have made a decision, I defend it strongly.( )
1. Strongly agree
2. Agree
3. Disagree
13) I try to negotiate and adopt a “give-and-take” approach to problem situations.( )
1. Strongly agree
2. Agree
3. Disagree
14) When I find myself in an argument, I usually say very little and try to leave as soon
as possible.( )
1. Strongly agree
2. Agree
3. Disagree

[101]
15) I prefer to compromise when solving problems and just move on.( )
1. Strongly agree
2. Agree
3. Disagree
16) I find conflict challenging and exhilarating. I enjoy the battle of intelligence that
usually follows.
1. Strongly agree
2. Agree
3. Disagree
17) I may not get when I want, but it is a small price to pay for keeping the peace.( )
1. Strongly agree
2. Agree
3. Disagree

[102]
18) I avoid hard feelings by keeping my disagreements with others to myself.( )
1. Strongly agree
2. Agree
3. Disagree
19) During conflict, I immediately work to get everyone’s concerns out in the open.( )
1. Strongly agree
2. Agree
3. Disagree
Thank you for giving your precious time

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