The Approach to Organizational Conflict - Case Study Example

Customer Service Issues Student’s Name: Instructor’s Name: Course Code & Name: Date of Submission: Customer Service Issues Executive Summary During the normal activities of an organization, conflicts are due to happen (Ma, Liang, Erkus & Tabak, 2012, p.3776). The causes of the conflicts are various, and they depend on the various factors affecting a specific organization. No matter the cause of a conflict, its impacts on the internal and external environments of an organization are negative. For this reason, organizations must engage the use of the most appropriate conflict resolution practices. However, prevention is always better than cure. Therefore, organizations must devise mechanisms with which they can be able to detect problems as soon as their signs pop up. The basis of such a system lies with an effective communication system. This research paper analyses a conflict case for The California Hotel in which there are claims of ethnic discrimination in the Food and Beverage Department. The analysis of the conflict is strategic, which is the right strategy that should be used in conflict resolution. A conflict should be analyzed with respect to its characteristics, its impacts on an organization, its impacts on customers, problem recognition and the role of perception in conflict. This is the format which is used in this report. Lastly, the report gives recommendations to The California Hotel’s management on how it can solve the conflict which is in the organization. Table of Contents Customer Service Issues 2 Executive Summary 2 Table of Contents 2 Customer Service Issues 3 1.0 Introduction 3 1.1 Outline 4 2.0 Analysis 4 2.1 Characteristics of the Conflict 5 2.2 Problem Recognition 6 2.3 Impacts on Customers 6 2.4 Impacts on Organization 6 2.5 The Role of Perception in Conflict 7 3.0 Recommendations 7 4.0 Conclusion 8 References 9 Customer Service Issues 1.0 Introduction The world is dynamic in nature and so are organizations and the people working in those organizations. Due to this reason, it is inevitable that at one time, people share different opinions and ideologies which lead to differences. However, the degree of differences varies according to the issues which are under contention. It is in such instances that a conflict occurs. The effects of a conflict can be disastrous to the market well being of an organization. For this reason, it is important that an organization to utilize an appropriate conflict resolution strategy which will reduce the damages of the conflict on the organization in addition to returning the organization’s state back to normal (Heimburge, 2012, p.509). However, the most effective measure is prevention of the conflict in the first place. In order to ensure that this is possible, organizations must establish problem detection strategies. These strategies narrow down to an efficient communication system among all the stakeholders in an organization. In the following report, an insight into conflict is given with respect to The California Hotel which is experiencing an ethnic discrimination conflict in its Food and Beverage department. 1.1 Outline The outline of the paper is as follows, chapter 2 gives an analysis of the situation at The California Hotel with respect to; characteristics of the conflict, impacts on organization, impacts on customers, problem recognition and the role of perception in conflict. Chapter 3 gives recommendations to The California Hotel which can be used to solve the current problem and chapter 4 gives a conclusion to the paper. The last section is the references section which gives the sources which were used in writing this report. 2.0 Analysis The conflict which is being experienced at the Food and Beverage Department of The Hotel California is discrimination which is based on ethnicity. This issue has lead to the tainting of the hotel’s image in the market. Basically, such an issue is due to evolve a lot of fuss in the market, leading to a negative perception of the hotel, which will consequently lead to a loss of customers. The main issues in this dispute are conflict, managing its effects and providing a solution to the problem. With regard to the conflict, the head of the Food and Beverage department is supposed to research on the ethnic discrimination claims. As far as the CEO is concerned, he does not have any credible information about the conflict. Therefore, the head of the department concerned should conduct a research on the state of the conflict and the reasons as to why it has come about (Roberts, 2006, p.4). The second issue is about the management of the conflict. This entails enacting measures which will reduce the extent to which the conflict will affected the hotels image. This is in a bid to ensure that the hotel does not lose its good reputation. This will calls for an assurance communication strategy like the one adopted by the CEO. This communication strategy will ensure that the customers assurance of the ethical practices of the hotel. An investigative and diplomatic communication strategy should also be used in order to restore the disputing parties back to normalcy (Macnamara, 2012. p.313). The third issue is about the solution to the conflict. An exhaustive and sustainable solution must be arrived at so as to ensure that the root cause of the conflict is eliminated. In addition to this, the hotel must set up a code of conduct which discourages instances of ethical discrimination from occurring again. 2.1 Characteristics of the Conflict The conflict experienced in the Food and Beverage department is a unique one. This is due to the fact that it does not relate to the work practices, but rather with the personalities of the staff. One characteristic of the conflict is that it has evolved over time. This has created tension between the differing ethnic groups. The poor communication in the hotel has led to its late recognition. Another characteristic of the conflict is that it is transferable to other departments if a solution to it is not found soon. In addition to this, the conflict must be fueled by a pertinent issue affecting the workers in the Food and Beverage department. Therefore, it has a basis on which it is develops from. 2.2 Problem Recognition The C.E.O. is not aware of the conflict in the organization. However, the romours about the conflict are not ignored and it is ordered that the manager of the department concerned conducts a research on the issue. One thing which is clear is that the organization has a poor problem recognition ability / mechanism. It might be as a result of many factors, key among them poor communication strategies. The correct problem recognition process should be a continuous one, which enables the management to notice the signs of a looming problem before it occurs. Establishing a communication network which enables a free flow of information to and from the staff and management will provide this much needed aspect (Adejimola, 2009, p.2). 2.3 Impacts on Customers The conflict is sure to cause a negative impact on the image of the hotel. This will in turn translate to a reduction in the number of customers coming to the hotel. Ethnic discrimination is unethical, and is due to raise eyebrows in the market. For this reason, the management must embark of a communication strategy which seeks to assure the customers of the hotels commitment to ethnic equality among other ethical practices (Kalargyrou, Pescosolido & Kalargiros, 2012, p.40.). A move to try and solve the problem in the organization must be executed simultaneously, hence eradicating the problem and consequently solving the conflict (Bercovitch, J., 2003, p.104). This will send a good picture to the customers. 2.4 Impacts on Organization The conflict in the organization is certain to cause a rift in the management. A blame game is certain to erupt with each person implicating the responsibility of the conflict to another. The ethnic discrimination is most likely to divide the organization into the several groups, which depends on the number of ethnic groups at loggerheads. In addition to this, the conflict is certain to cause a negative impact on the perception of the organization in the market (Ackroyd, 2001,p.3). A public relations strategy which aims at assuring the market of the organizations emphasis on equality and ethics must be integrated in the conflict management process, so as to reduce the impacts of the conflict. 2.5 The Role of Perception in Conflict In order to solve the conflict, it is essential that the mediators and staff perceive the conflict as an organizational problem as opposed to an individual problem. This will reduce the chances of a blame game erupting in the conflict resolution process. All the stakeholders affected must perceive the conflict as a vice, which is affecting the main objective for which the organization was established (Heimburge, 2012, 507). It is after this, that a level ground will be struck, hence resolving the conflict (Hacioglu, Dincer & Celik, 2012, p.3). 3.0 Recommendations The following actions are recommended to The California Hotel. The hotel must establish a public relations strategy which is aimed at assuring the market of the hotels ethical practices. The strategy must be able to specifically iron out the discrimination conflict that is associated with the company is not a reality and that the organization upholds equality. The campaign must also state that any instances of discrimination are dealt with seriously. After this, the manager of the Food and Beverage Department must embark on an exhaustive research on the department so as to ascertain as to whether the discrimination claims are true or false. If they are true, the hotel’s management must embark on a conflict resolution program. This program should be aimed at solving the ethnic discrimination problems that are facing the organization. The solution to the conflict must be sustainable, in that it must be able to solve the problem comprehensively and in addition to this, it must be able to prevent instances of such problems occurring again (Vickers, 2012, p.178). An appropriate move would to establish a code of conduct which will dictate what it is expected of the workers and penalties which are associated with going contrary to the code. Lastly, the management must establish a good communication system so as to facilitate for the free flow of information to and from the staff and the management (Hedstrom, 2012, p.1). This will ensure that there is early problem detection, hence early solutions. 4.0 Conclusion In conclusion, it is evident that it is necessary to integrate a good conflict resolution mechanism so as to ensure that an organization is able to overcome a conflict. There are many implications of a conflict on an organization to the market and also within the organization itself. Therefore the management must devise ways of ensuring that the organization’s internal and external structure is not affected by the implications of a conflict. In addition to this, an effective communication system is necessary so as to allow for a free flow of information in an organization. The discrimination conflict in The California Hotel provides a good example of some of the conflicts affecting organizations. The paper has given an insight into the above conflict and recommends ways in which it can be solved successfully. This is the basic conflict resolution procedure and can be used in any other industry. However, it must be understood that prevention of conflicts is the best strategy. Therefore, organizations must establish an efficient problem detection mechanism, hence reducing chances of conflicts occurring. References Ackroyd, S. 2001. The Approach to Organizational Conflict, University of Lancaster, pp.1-21 Adejimola, A, 2009. Language And Communication In Conflict Resolution, Journal of Law and Conflict Resolution, Vol. 1, no.1; pp.1-9, Bercovitch, J.,2003 Conflict and Conflict Management In Organizations: A Framework For Analysis, Asphere Media, Vol 1, no. 1; 104- 123 Hedstrom, R., 2012. Coaching Through Conflict: Effective Communication Strategies, Viewed on 21st September 2012 from < http://www.appliedsportpsych.org/resource-center/coaches/articles/conflict> Hacioglu, U., Dincer, H., & Celik, I., 2012. Economic Approach to Conflict Issue: Investment in Post- Conflict Situation for International Business, International Journal of Business Administration, Vol.3 no.5, pp.1-9 Heimburge, M., 2012. Identifying The Basis of Collaboration Performance in Facility Service Business, Facilities, Vol. 30, no.12, pp.504 - 516 Kalargyrou, V., Pescosolido, A., & Kalargiros, E., 2012. Leadership Skills in Management Education, Academy of Educational Leadership Journal, Vol.16, no. 4, pp.39-65 Macnamara, J., 2012. Corporate And Organizational Diplomacy: An Alternative Paradigm To PR, Journal of Communication Management, Vol. 16, no. 3, pp.312 - 325 Ma, Z., Liang, D., Erkus, A., & Tabak, A., 2012. The Impact Of Group-Oriented Values On Choice Of Conflict Management Styles And Outcomes: An Empirical Study In Turkey, The International Journal of Human Resource Management, Vol. 23, No. 18, pp.3776–3793 Roberts, T., 2006. The Management of Organizational Conflict During the Organization’s Life Cycle, Gordon School of Business and Science, University of Pretoria, pp. 1-105 Vickers, M. 2012. For the Crime of Being Different, Multiple sclerosis, Teams and Stigmatization and work- Lessons from a Case. Employee Responsibilities and Rights Journal, Vol.24, no.3, pp.177-195 Read More