Conflict Management in the Restaurants - Essay Example

Conflict in the workplace Managing a restaurant that serves hundreds of guests weekly with the aid of up to 80 employees is not an easy task. Factor in all the different personalities, backgrounds and daily varying moods of both the guests and the employees and conflict is certain to arise. "Reynolds and Kalish ( 2002), organizational consultants in mediation, collaboration and conflict resolution, note that managers spend at least 25 percent of their time resolving workplace conflicts. This obviously affects the productivity of both managers and associates ( employees) and can have a far-reaching impact on organizational performance." ( http://edis.fas..ufl.edu/HR024) Conflicts and disagreements that arise in the restaurant and hospitality industry can differ from those in the corporate sector, said a general manager of an establishment that generates tens of thousands of dollars in sales in week. "I think there's more of it in a restaurant environment," he said, "because your dealing with different age ranges. The average age is 18 to 26. Those are the rebellion years." How do does a manager deal with conflicts when they arise Most are based on a case-by-case basis, but some basic strategies apply to all conflicts. "I think a lot of is that they just want someone to listen to them, "he said, "you just take five or ten minutes and let them vent, it helps a lot. It's case by case, especially if it's a rumor." In the restaurant industry, the hours an employee works are often long and varied and some workers may find themselves spending more time with their colleagues than with their own families, which can lead to conflicts, outbursts and clashes, said the assistant general manager of the same establishment. "Everyone is here more than their with their families," he said. "It's not like you're at a sit down job where you're in front of computer all day or at a press where you can't hear anybody. There's down time, and they are going to talk to each other." Each situation that arises is different, and different managers respond in different ways. Each conflict that arises must be dealt with however, or the entire business could suffer from it. "Operators/ managers turn a blind eye to conflict at their own peril-customer loyalty is at stake, says Cathy Greenberg, managing partner of h2c consulting company, with offices in Tuscon and Philadelphia. "Customers will return to restaurants where they feel they're known, she explains. "Ongoing and unresolved staff conflict will lead to high turnover, which in turn will lead your customers feeling disconnected from your business." ( http://pizzatoday.com/features_articles.shtmlarticle=NzE4MXN1cGVyNzE3OHN1Y3Jld...) Keeping the lines of communication open between the management and the staff is critical to keeping conflict to a minimum. "Communicating with employees is essentialThe manager has to have an ongoing dialogue with all the staff. Managers need to diffuse and stay on top of situations. How you get there is that ongoing, daily dialogue." (http://pizzatoday.com/features_articles.shtmlarticle=NzE4MXN1cGvyNzE3OHN1Y3J1d....) While handling an issue as it arises is urgent, the manner in which conflicts are resolved have changed over the years. While an employee can be terminated on the spot depending on the severity of the incident, most companies and organizations now have steps that must be followed to resolve issues. "In the last ten years it's really been different," the general manager said. "Ten years ago you could tell them 'if you can't see it my way you can just leave.' Now you have to try and understand what they're thinking and where they're coming from." Procedures today now include verbal warnings, documentation/ write-ups, a three-day suspension and then, finally, termination. The gender of the management dealing with a conflict can also play a role in how the situation is handled. Men and women differ widely on their emotions, reactions to situations and stress levels. This all plays a part in how a situation can be resolved. "Being a female, I do care about people," said the female manager at the restaurant, "a little more personally then (the male managers) do, just because they are just not as emotional, as a general topic as we are. People find it a lot more comfortable to come to me with their personal things. They know that I will listen, they know that I will do my best to fix it, as opposed as if they went to the male managers who might shrug them off a little bit because they have more important things to do." Some statistics indicate that employees in all work environments report that their inter-personal relationships and conflicts with their fellow workers each day is the most "uncomfortable, stress-producing parts of their jobs." (http://www.workdyn.com/tools-ConflictStats.html) From an employee's viewpoint, how managers handle issues and conflicts as they arise plays a part in their view of the overall operation of the establishment. If the situation is dealt with quickly and professionally, the employee assumes it's a well-run operation. If things are handled poorly, the employee might wonder how effectively other areas of the restaurant and the entire operation are being managed. "They should keep the contact private," said a male employee at the restaurant. "Sometimes they let their tempers and emotions get the best of them. They tend to want to hash it out right then, and that's not the place." "Some managers are really good about (handling conflicts)," said a female employee. "They address the issue and get it taken care of; some of them avoid it until it blows up." With large groups of people working closely together, 'cliques' and rumors are a part of daily life. Gossip and innuendo are the norm, which can lead to conflict and strain among the employees. "Of course there are," said the male employee when asked if there were 'groups' or 'cliques' at the establishment where he worked. "It's everywhere. Where there are people there is politics." How do employees handle the 'rumor mill' themselves "It depends on what it is," the female employee said regarding rumors heard around the restaurant. "There are some things I know not to tell anyone. Some things, I've got people I can trust to tell things and there are some things that are just so wonderful that you just have to tell everybody." Conflict is defined as "sharp disagreement or opposition of interests or ideas. In other words, what I want does not match what you want. When conflict occurs in the workplace, it can reduce morale, lower work productivity, increase absenteeism, and cause large-scale confrontations that can lead to serious and violent crimes." (http://edis.ifas.ufl.edu/HR024) It has been reported that "employees rate getting along with managers and co-workers as their greatest challenge and their highest priority." (http://www.scimiaconsulting.com) While any type of conflict in the workplace will never be completely eradicated, there are steps that can be taken to keep it to a minimum and avoid loss of productivity: Learn to think before you speak; Sit, wait, think and then act; Listen, don't dispute; Document; Create boundaries and set limits; Be cordial and friendly; Don't overreact; and Realize that sometimes you have to lose the battle. (http://www.sideroad.com/Business_Etiquette/worlplace-etiquette.html) Good managers and leaders are coaches, and strive to guide their employees to a pleasant, productive workplace. While most businesses and organizations have guidelines in place for when conflict occurs, the best effort is a pre-emptive strike. "Taking care of our people is just as important as taking care of our business," said the female manager. Xx xx General Manager Xx xx Assistant General Manager Xx xx Female Manager Xx xx Male Employee Xx xx Female Employee Questions: 1. How long have you been in the hospitality industry 2. How old are you 3. What types of conflict have you seen 4. How do you handle different types of conflict 5. Has handling conflict changed since you first began in the industry 6. How do you handle rumors 7. Is conflict handled on a case-by-case basis 8. As a female, how do you handle conflict differently from your male counter-parts 9. As an employee, how do your managers handle conflict 10. Are there 'cliques' or 'groups' in your establishment Sources: http://www.sideroad.com/Business_Etiquette/workplace-etiquette.html http://www.workdyn.com/tools-ConflictStats.html http://www.scimiaconsulting.com http://edis.ifas.ufl.edu/HR024 http://pizzatoday.com/features_articles.shtmlarticle=NzMXN1cGVyNzE3OHN1Y3J1d... Read More