Managing Conflict among Workers in Hospitality Industry for Increased Performance

Hakeem Ade Omokayode Idowu, Kolawole Soyebo

Abstract


Conflict is inevitable at work and is exacerbated by the stressful nature of the work in hospitality industry. The study identified causes and types of conflict, investigated techniques of managing conflicts and examined the various effects of conflict on the performance of workers. The study was carried out in selected Local Government Areas of Ondo State. A structured questionnaire was used to elicit information from 240 employees in the study areas. Data were analysed with means, percentages and standard deviation. Results revealed that the major causes of conflict were unclear definition of roles (67.5%), lack of resources (67.5%) and failure of a preceding function (65%). Conflict among workers (57.5%) was common than conflict between workers and management (49.2%). Training of workers on conflict management (34.2%) and forcing others to embrace peace (26.7%) were the most frequently used conflict management techniques. Conflict hampers flow of communication (82.5%) and leads to disharmony (76.7%). There was a significant relation between causes of conflict (r = 0.429) and conflict management at 0.01 significant level.

Full Text:

PDF

References


Amason, A. C. (1996). Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: Resolving a paradox for top management teams. Academy of Management Journal, 39:123-124

Azamosa O. (2004) Industrial Conflict in Nigerian Universities: The case of the Academic Staff Union of the University Teacher's Strike of December 2002 - June 2003. Dept. of Sociology, Anthropology and Applied Social Sciences, Bristol University.

Bodtker, A. M., & Jameson, J. K. (2001) Emotion in conflict formation and its transformation: Application to organizational conflict management. International Journal of Conflict Management, 12 (3):259-275.

DeChurch, L. A, & Marks, M. A. (2001) Maximizing the benefits of task conflict: The role of conflict management. International Journal of Conflict Management, 12: 4-22.

De Dreu, C. K. W. & Weingart, L. R. (2003) Task versus relationship conflict, team performance, and team member satisfaction: A meta-analysis. Journal of Applied Psychology, 4:741-749.

Duke, R. C. (1995) Organisational conflicts affecting technology commercialization from non-profit laboratories. Journal of Products and Brand Management, 4(5): 5 -15

F.A.O. (1997). Management of agricultural research: A training manual.

http://www.fao.org/docrep/w7504e/w7504e07.htm#TopOfPage. Accessed 10 May, 2012

Ford, J., (2007). Organisational conflict management. What’s a system? http://www.Mediate.com/pfriendly.cfm? id=1250 . Assessed 4 April, 2010

Jehn, K. A. (1995). A multimethod examination of the benefits and determinants of intragroup conflict. Administrative Science Quarterly, 40:256-282.

Kuhn, T., & Poole, M. S. (2000). Do conflict management styles affect group decision making? Human Communication Research, 26:558-590.

Lang, M. (2009). Conflict management: A gap in business education curricula. Journal of Education for Business, 84(4):240-245.

Mills, H., (2013). Conflict management and resolution http://www.peakwellnesscenter.com/ Accessed 8 August, 2013

Obasan, K. A. [2011]. Impact of conflict management on corporate productivity: an Evaluative study, Australian Journal of Business and Management Research 1(5):44-49

Olaiya T. T. (2013). Maximizing Benefits of Tourism Sector,

http://waswww.ngrguardiannews.com/focus/130623-maximizing-benefits-of-

tourism sector. Accessed 19 September, 2013

Pinkley, R. L. (1990). Dimensions of conflict frame: Disputant interpretations of conflict. Journal of Applied Psychology, 75:117-126.

Posthuma, R. A. (2011) "Conflict management and performance outcomes", International Journal of Conflict Management, 22(2):108 - 110

Rahim, M. A. (2002) Toward a theory of managing organizational conflict. International Journal of Conflict Management, 13(3):206-235.

Rahim, M. A., & Bonoma, T. V. (1979). Managing organizational conflict: A model for diagnosis and intervention. Psychological Reports, 44:1323-1344.

Schramm-Nielsen, J. (2002) “Conflict Management in Scandinavia” Department of International Communication and Management, Copenhangan Business School, Denmark.

Tseveendorj O. (2008) Conflict Resolution: A Basis for Effective Conflict Management of Banks in Baguio City. Thesis Submitted to St Louis University, Baguio City, Phillipines.

Vigil-King, D. C. (2000), Team conflict, Integrative Conflict- Management Strategies, and Team Effectiveness: A Field Study Sandwich Education Review VoI.6 (1) December; Unpublished Doctoral Dissertation, University of Tennessee, Knoxville.


Refbacks

  • There are currently no refbacks.

Comments on this article

View all comments