HOTEL MANAGEMENT

1. TOPIC- CONFLICT MANAGEMENT
NAME- RADHIKA GUPTA
REPORT ON- BUSINESS
COMMUNICATION
ROLL NO- 12

2. CONFLICT
MANAGEMENT
Conflict management involves implementing strategies to limit
the negative aspects of conflict and to increase the positive aspects
of conflict at a level equal to or higher than where the conflict is
taking place. Furthermore, the aim of conflict management is to
enhance learning and group outcomes (effectiveness or
performance in organizational setting) . It is not concerned with
eliminating all conflict or avoiding conflict. Conflict can be
valuable to groups and organizations. It has been shown to
increase group outcomes when managed properly.

3. Conflict
While no single definition of conflict exists, most definitions seem
to involve the following factors: that there are at least two
independent groups, the groups perceive some incompatibility
between themselves, and the groups interact with each other in
some way (Putnam and Poole, 1987). Two example definitions
are, “process in which one party perceives that its interests are
being opposed or negatively affected by another party" (Wall &
Callister, 1995, p. 517), and “the interactive process manifested in
incompatibility, disagreement, or dissonance within or between
social entities”.
There are several causes of conflict. Conflict may occur when:
• A party is required to engage in an activity that is
incongruent with his or her needs or interests.
• A party holds behavioral preferences, the satisfaction of
which is incompatible with another person's implementation
of his or her preferences.
• A party wants some mutually desirable resource that is in
short supply, such that the wants of all parties involved may
not be satisfied fully.
• A party possesses attitudes, values, skills, and goals that are
salient in directing his or her behavior but are perceived to
be exclusive of the attitudes, values, skills, and goals held by
the other(s).
• Two parties have partially exclusive behavioral preferences
regarding their joint actions.
Two parties are interdependent in the performance of functions or
activities.

4. Organizational and
Interpersonal
Conflict
Organizational conflict, whether it be substantive or affective, can
be divided into intraorganizational and inter-organizational.
Interorganizational conflict occurs between two or more
organizations (Rahim, 2002). When different businesses are
competing against one another, this is an example of
interorganizational conflict Intraorganizational conflict
department, work team, individual), and can be classified as
interpersonal, intragroup and intergroup. Interpersonal conflict--
once again--whether it is substantive or affective, refers to conflict
between two or more individuals (not representing the group they
are a part of) of the same or different group at the same or
different level, if in an organization. Interpersonal conflict can be
divided into intragroup and intergroup conflict. While the former--
intragroup--occurs between members of a group (or between
subgroups within a group), the latter--intergroup--occurs between
groups or units in an organization.

5. Conflict Resolution
Vs. Conflict
Management
As the name would suggest, conflict resolution involves the
reduction, elimination, or termination of all forms and types of
conflict. In practice, when people talk about conflict resolution
they tend to use terms like negotiation, bargaining, mediation, or
arbitration.
In line with the recommendations in the "how to" section,
businesses can benefit from appropriate types and levels of
conflict. That is the aim of conflict management, and not the aim
of conflict resolution. Conflict management does not necessarily
imply conflict resolution. “Conflict management involves
designing effective macro-level strategies to minimize the
longevity of any group. This is especially true for organizations;
Organizational learning is essential for any company to remain in
the market. Properly managed conflict increases learning through
increasing the degree to which groups ask questions and challenge
the status.dysfunctions of conflict and enhancing the constructive
functions of conflict in order to enhance learning and effectiveness
in an organization”. Learning is essential for the longevity of any
group. This is especially true for organizations; Organizational
learning is essential for any company to remain in the market.

6. “Current” Conflict
Management
Rahim (2002) noted that there is agreement among management
scholars that there is no one best approach to how to make
decisions, lead or manage conflict. In a similar vein, rather than
creating a very specific model of conflict management, Rahim
created a meta-model (in much the same way that DeChurch and
Marks, 2001, created a meta-taxonomy) for conflict styles based
on two dimensions, concern for self and concern for others.
Within this framework are five management approaches:
integrating, obliging, dominating, avoiding, and compromising.
Integration involves openness, exchanging information, looking
for alternatives, and examining differences so solve the problem in
a manner that is acceptable to both parties. Obliging is associated
with attempting to minimize the differences and highlight the
commonalities to satisfy the concern of the other party. When
using the dominating style one party goes all out to win his or her
objective and, as a result, often ignores the needs and expectations
of the other party. When avoiding a party fails to satisfy his or her
own concern as well as the concern of the other party. Lastly,
compromising involves give-and-take whereby both parties give
up something to make a mutually acceptable decision.

7. General Suggestions from Rahim's Criteria for
Conflict Management (2002)
• Organization Learning and Effectiveness- In order to attain this
objective, conflict management strategies should be designed to
enhance critical and innovative thinking to learn the process of
diagnosis and intervention in the right problems.
• Needs of Stakeholders- Sometimes multiple parties are
involved in a conflict in an organization and the challenge of
conflict management would be to involve these parties in a
problem solving process that will lead to collective learning
and organizational effectiveness. organizations should
institutionalize the positions of employee advocate, customer
and supplier advocate, as well as environmental and
stockholder advocates.
• Ethics - A wise leader must behave ethically, and to do so the
leader should be open to new information and be willing to
change his or her mind. By the same token subordinates and
other stakeholders have an ethical duty to speak out against the
decisions of supervisors when consequences of these decisions
are likely to be serious. “Without an understanding of ethics,
conflict cannot be handled” .
Other suggestions
Do not avoid the conflict, hoping it will go away. Ask the
participants to describe specific actions they would like the other
party to take. It would also be beneficial to have a third party
(meaning a non-direct superior with access to the situation)
involved. This could be an individual member or a board
dedicated to resolving and preventing issues. Lastly, do not meet

8. separately with people in conflict. If you allow each individual to
tell their story to you, you risk polarizing their positions.
International Conflict
Management
Special consideration should be paid to conflict management
between two parties from distinct cultures. In addition to the
everyday sources of conflict, "misunderstandings, and from this
counterproductive, pseudo conflicts, arise when members of one
culture are unable to understand culturally determined differences
in communication practices, traditions, and thought processing" .
Indeed, this has already been observed in the business research
literature. Renner (2007) recounted several episodes where
managers from developed countries moved to less developed
countries to resolve conflicts within the company and met with
little success due to their failure to adapt to the conflict
management styles of the local culture.
As an example, in Kozan’s study noted above, he noted that Asian
cultures are far more likely to use a harmony model of conflict
management. If a party operating from a harmony model comes in
conflict with a party using a more confrontational model,
misunderstandings above and beyond those generated by the
conflict itself will arise.
International conflict management, and the cultural issues
associated with it, is one of the primary areas of research in the
field at the time, as existing research is insufficient to deal with
the ever increasing contact occurring between international
entities.

9. Counseling
When personal conflict leads to frustration and loss of efficiency,
counseling may prove to be a helpful antidote. Although few
organizations can afford the luxury of having professional
counselors on the staff, given some training, managers may be
able to perform this function. Nondirective counseling, or
"listening with understanding," is little more than being a good
listener—something every manager should be.
Sometimes the simple process of being able to vent one's feelings
—that is, to express them to a concerned and understanding
listener, is enough to relieve frustration and make it possible for
the frustrated individual to advance to a problem-solving frame of
mind, better able to cope with a personal difficulty that is affecting
his work adversely. The nondirective approach is one effective
way for managers to deal with frustrated subordinates and co-
workers.
There are other more direct and more diagnostic ways that might
be used in appropriate circumstances. The great strength of the
nondirective approach (nondirective counseling is based on the
client-centered therapy of Carl Rogers), however, lies in its
simplicity, its effectiveness, and the fact that it deliberately avoids
the manager-counselor's diagnosing and interpreting emotional
problems, which would call for special psychological training. No

10. one has ever been harmed by being listened to sympathetically and
understandingly. On the contrary, this approach has helped many
people to cope with problems that were interfering with their
effectiveness on the job.
Conflict Management
Skills
Conflict management plays a very important role in preventing
conflicts among individuals. How does a conflict arise? When
individuals strongly oppose each other’s opinions and ideas, the
probability of a conflict arises. A conflict starts when individuals
think on different lines and find it very difficult to accept each
other’s ideas. Conflict must be avoided as it destroys the peace,
lowers the productivity as well as demotivates the individuals. All
the factors leading to a fight must be explored and efforts must be
made to prevent a conflict. A conflict is not very easy to control;
an individual needs certain skills for the same.
Let us study the skills in detail.
• Effective communication Skills
Effective communication skills are of utmost importance to
prevent conflicts. While interacting with others, you have to
take special care of your speech and the way you speak.
Never ever shout on anyone, even if you do not agree with
him. Always speak in a polite but convincing manner. Greet
others with a warm smile. It works. Be very specific and
precise in your speech. Do not use complicated words and
confuse others. Keep a control on your tongue and do not
use words which might hurt the sentiments of others. Avoid
using abusive languages.
• Listening Skills

11. An individual must not give his expert comments unless and
until he is very clear what the other person wants. Always be
a good listener. Don’t just jump to conclusions and assume
things on your own. Always listen to the other side of the
story as well.
• Discussion
Don’t just follow the rumor mills blindly, do discuss with
others as well. Differences can crop up anytime but fighting
would provide no solution. It is always better to sit and
discuss the issues on an open forum. All the participants
must give their inputs and efforts must be made to find out
an alternative. Invite all the members involved and never
ignore anyone as it would never solve the problem.
Everyone has a right to express his views and a middle way
has to be found.
• Patience
One needs to be very patient to avoid conflicts. There would
be people at your workplace and even home who would try
to provoke you to fight. Never ever get influenced. Always
follow your instincts and support what is right. Be very
sensible and patient. Learn to keep a control on your
emotions. Do not ever lose your temper as it would only
make the situation worse.
• Impartial
An individual has to be impartial to avoid conflicts. Do not
always support your friend. Stand by what is correct and
never support what is wrong. Any individual, even if he is
your friend must be corrected if you feel he is wrong. Listen
to everyone and never ignore anyone just because you don’t
know him.

12. • Never Criticize
Make the other person understand if he is wrong. Don’t
criticize him as it would definitely hurt his sentiments. The
other person might not be as intelligent as you are, but you
have no right to make fun of him. Others will look up to you
if you guide the other person well and make him realize his
mistakes.
• Positive Attitude
Positive attitude is essential to avoid fights and conflicts. In
offices, never ever play the Blame game. No one is perfect
and if you have done anything wrong, have the courage to
accept it. Human Beings are bound to make mistakes but
never try to put the blame on anyone else’s shoulders. Avoid
backbiting as it only spoils the relationships. If you don’t
agree with anyone’s views, discuss with him on his face, he
will like it. Don’t always find faults in others and be a little
more adjusting as life is all about adjustments.
• Ignore others
Individuals must try to adopt the middle path approach which
considers the interests of one and all. Don’t unnecessarily waste
your energy for a person who is too adamant and is not willing to
compromise at all. Ignore the person who is too demanding as it
would solve half of your problems.

13. Importance of Conflict
Management
A conflict arises when individuals have varied interests, opinions and
thought processes and are just not willing to compromise with each
other. It is always wise to adjust to some extent and try to find a solution
to the problem rather than cribbing and fighting. Conflicts and
disagreements only lead to negativity and things never reach a
conclusion. It only adds on to the tensions and makes life hell. It actually
leaves you drained and spoils your reputation. Every individual should
try his level best to avoid conflict at the first place rather than resolving
it later. Precautions must be taken at the right time to avoid a conflict.
No organization runs for charity, it has to make money to survive
well. Employees must give their hundred percent at work to
ensure the maximum productivity. Nothing productive will ever
come out if the employees are constantly engaged in fighting and
criticizing others. Conflict management plays a very important
role at workplaces to prevent conflicts and for the employees to
concentrate on their work. The team leaders must ensure that the
roles and responsibilities of each and every employee are clearly
passed on to them. Employees should be demotivated to interfere

14. in each other’s work. Employees waste half of their time and
energy in fighting with others and find it very difficult to work
which they are actually supposed to do. An individual must enjoy
his work; otherwise he would never be able to give his best.
• Conflict management goes a long way in strengthening
the bond among the employees and half of the problems
automatically disappear. Individuals must feel motivated at
work and find every single day exciting and challenging.
Before implementing any idea, it must be discussed with
everyone and no one should ever feel ignored or left out.
This way, every employee feels indispensable for the office
and he strives hard to live up to the expectations of his
fellow workers and in a way contributing to the organization
in his best possible way. Conflict management avoids
conflicts to a great extent and thus also reduces the stress and
tensions of the employees. No one likes to carry his tensions
back home and if you fight with your colleagues and other
people, you are bound to feel uncomfortable and restless
even at home.
• Conflict management also plays an important role in our
personal lives. Tussles and fights spoil relationships and
only increase our list of enemies. Everyone needs friends
who will stand by us when we need them. Conflict must be
avoided at homes as it spoils the ambience and spreads
negativity. Individuals tend to disrespect others as a result of
conflicts. Conflict management prevents fall out between
family members, friends, relatives and makes life peaceful
and stressfree. Blamegame never helps anyone, instead it
makes life miserable. No idea can ever be implemented if the
individuals fight among themselves.
• Conflict management helps to find a middle way, an
alternative to any problem and successful
implementation of the idea. Problems must be addressed at

15. the right time to prevent conflict and its adverse effects at a
later stage. Through conflict management skills, an
individual explores all the possible reasons to worry which
might later lead to a big problem and tries to resolve it as
soon as possible.
• Conflict Management is very important because it is
always wise to prevent a fight at the first place rather
than facing its negative consequencies. Stress disappears,
people feel motivated, happy and the world definitely
becomes a much better place to stay as a result of conflict
management.
Conflict Management in
Groups
A single point of contact must be assigned to a group to sort out
the queries. The SPOC (Single Point of Contact) must be easily
available and the group members must have an easy access to him.
Unnecessarily running here and there is sheer wastage of time and
never sorts out any problem. The group ideally should have like
minded people to avoid conflicts. While forming a group, make
sure that the individuals have similar if not same likings, thought
processes and backgrounds. The probability of a conflict reduces
in such cases. Each member of the group must trust the other
member and should have confidence in each other. Never ever
just simply start the presentation or seminar; instead begin with
greetings and compliments.
Meet everyone with a warm smile and do not forget the
handshake. Personal interests must be left out. While taking
decisions, no one should be biased and try to see his personal
interest first. Never be selfish or ignore the other member. Do not
ever underestimate your group member and always listen to his

16. side of the story as well. Be a good listener and consider
everyone’s views and opinions. Don’t always support your friend
as it might not go very well with the other person. Appreciate if
the other person is right or has come out with a brilliant idea.
Correct the other person if he is wrong and do guide him properly.
An individual must stay out of criticism to avoid conflicts in a
group. Human beings are bound to make errors but you have no
right to make fun of his ideas and concepts. Avoid using
derogatory sentences in groups. Be a good leader and take
everyone along.
A leader should be one who is able to understand his group
member well and support them always. Gossip must be avoided as
it results in severe conflicts. If you find anything wrong with a
member, discuss the issues with him only; never ever tell his
friend or spread rumors. The other person will never like it. Be
very straightforward but gentle.
Counseling can also reduce the conflicts to a large extent. If
any member is upset with the other, make both the members sit
face to face to discuss their differences. Never ever provoke any
individual to fight, instead make him understand. Don’t always
find faults in your group members, be a little more flexible and
adjusting. Always be calm, composed and adopt a positive
attitude. Never ever lose your temper and unnecessarily react over
petty issues. If the conflict doesn’t involve you but other members
of the group, intervene immediately and try to resolve it at the
earliest.
Conflict Management plays a very important role in reducing the
chances of conflicts in a group and results in better bonding
among the members and better output.

17. FIVE TYPES OF CONFLICT
MANAGEMENT
Reg Adkins at Elemental Truths and our regular guest contributor
has done a great series at his blog on conflict management.
Everyone has their own way to deal with conflict, there are five of
them:
• Collaborating
• Competing
• Avoiding
• Harmonizing
• Compromising
There is not one type superior than other, but it is all depends the
people, environment and the context. However there is probably

18. one style that is usually utilized in many situations. Find out your
type by answering this conflict management.
Role of Communication
in Conflict Management
Don’t merely depend on verbal communication, instead prefer
communication through email keeping each and every
member in the loop. Never ignore anyone just because you do
not like him. It is generally observed that conflict among
individuals arises when they feel neglected or left out.
Transparency is essential at all levels for better understanding and
avoiding conflicts.
Communication must not be done with members separately
but must be on a common platform so that every one gets the
same picture. Master the art of writing emails. Select the correct
font, style and be careful about the content such that the mail is
self explanatory. Disagreements can arise anytime so make sure

19. that the superiors are always available to the subordinates. At
workplaces, the hierarchy must not be too complicated as it only
adds to the confusions. People do not understand whom to contact
and start fighting among themselves only. At workplaces,
employees must be demotivated to interfere in each other’s works
and criticize others.
Never be loud and always be very careful about your pitch
and tone. Be polite and convincing. Make your point very clear
but do not shout on others as he might feel bad and it might go
against you. Presentations, seminars, speeches must be delivered
at a noise free zone so that the information hits the eardrums of the
recipients instantly and creates the desired impact. Question
answer round must be kept at the end in the presentations and
people must not jump in between with their questions. It seriously
offends the speaker and might result in a fight. Be a little patient
and wait for your turn to speak. Be a good listener.
An individual must not assume things on his own and
overreact on petty issues. Every individual has the right to
express his views and one must first listen to what the other person
has to say.
When two individuals are interacting with each other, try not to
speak in between unless and until required.Always meet the other
person with a warm smile. Avoid being rude and harsh. Don’t just
start shouting even if you do not agree to the other person, sit with
him face to face and make him understand his mistakes. Once you
are through with your communication, do cross check with the
other person whether he has received the correct message or not.
Wrong messages lead to confusions and people lose their trust on
each other. Make sure you are very clear and transparent with your
communication. Think twice before you speak and never offend
others.

20. Always learn to keep a control on your emotions and make sure
your communication is impressive and relevant for effective
conflict management.
Tips for Conflict
Management for
Professionals
• Make sure your communication is effective and
impressive: Never play with words or share haphazard
thoughts with others, instead use corporate jargons and
professional terminologies for better understanding. If you
yourself are not clear what you expect from your fellow
worker, the other person will never be able to understand

21. what you intend to communicate. Be very precise but
convincing. The content has to be relevant and sensible.
Avoid using derogatory sentences and lewd remarks as it is
considered strictly unprofessional. Don’t adopt a casual
approach at work.
• Be a good and a patient listener: Never jump with your
question in between any presentation or seminar, as it
seriously offends the speaker and results in displeasure. Wait
for your turn to speak. Don’t poke your nose into other’s
conversation. Never interfere in each other’s work. Let your
colleagues have some space. Always listen to the other
person as well and then decide what is right and wrong.
• Don’t always depend on verbal communication at
workplace: Professionals must communicate through emails
as it is more reliable and transparent. Make sure the e-mail is
marked to all the related members so that everyone is on the
same lines and get a common picture. Take care of your mail
body, style and font. Be transparent in your communication.
Never communicate with individuals separately as people
feel left out and start fighting with each other. Business
Communication must be on an open forum inviting all the
participants.
• Professionals must develop the habit of using planners,
organizers and desk calendars at work: You cannot
remember each and every thing, so it is always advisable to
jot down the points to avoid forgetting important things.
Encircle the dates on the desktop calendar when you have to
submit an important report to your boss or have to go for a
meeting and place it right in front of you. It would prevent
unnecessary stress and conflicts. Never attend any meeting
without a pen and a paper. It will bother you later on.
• The pitch and the tone have to be taken great care of:
Don‘t be too low as others will not be able to understand you

22. properly. Never ever shout or be rude to your colleagues.
Shouting solves no problems and it seriously goes against
you. Soften your pitch but be convincing. Professionals must
take care of their accent, correct pronunciation, punctuations,
pauses etc to make the speech impressive and for others to
listen attentively.
• Adopt a positive attitude: Don’t always find faults in the
other person and assume that he is always wrong. Listen to
his side of the story as well and never underestimate your
fellow worker. If you do not agree with the other person,
don’t start arguing, instead sit with him face to face, discuss
and make him understand your point. He will feel glad.
Leave your personal problems out before stepping in the
office and always keep your personal interests on the back
burner. Find reasons to be happy as negative thoughts
always lead to conflicts and disagreements. You can’t
misbehave with your colleagues just because you are in a
fowl mood.
• Never criticize anyone or make him feel small: If he has
done anything wrong, make him realize his mistakes instead
of making fun of him. Correct him, wherever he is wrong but
in a polite way. He will respect you and look up to you in the
future. Everyone is equal and one must respect his fellow
worker to earn respect in return.
• Prefer the conference room, board room or any suitable
place for presentations, seminars and discussions: Avoid
communicating at places like workstations, cafeteria,
playgrounds or other noisy places as noise acts as a
hindrance and creates misunderstandings and confusions.
Don’t just speak for the sake of speaking.
• A professional must avoid blame games at work: Learn to
own your responsibilities and do not always blame others for
your mistakes. Never drag issues and be a little more

23. forgiving. Don’t always expect the others to come up to you
and admit their mistakes. Take the initiative and be the first
one to say sorry. It works and solves major conflict and also
improves relations among individuals. Kill your ego at
workplaces.
• The superiors must ensure that the team members are
assigned responsibilities according to their key
responsibility areas and specializations: Never impose
your decisions or views on others. Things must be discussed
with everyone before implementation. An individual has to
be a little more flexible and adjusting at workplaces. Never
be too demanding or rigid. Things can’t always be just like
the way you want.
• Be impartial at work: Do not favour anyone just because
he is your friend. Stand by what is right and do oppose
someone who is wrong. Do not blame anyone just because
you do not like him. An individual must be judged by the
hard work he puts in and not by his physical appearance or
relations with you.
Never discuss your work and responsibilities with others and
learn to keep things a little confidential: Never spread
unnecessary and baseless rumors about anyone. Gossips and
backbitings must be strictly avoided at work. Encourage healthy
competition at work and stay away from controversies. Too much
of a friendship at work is bad and must be avoided. Avoid doing
personal favours at work.