LAGOS STATE POLYTECHNIC IKORODU

HOSPITALITY MANAGEMENT TECHNOLOGY

HNDI

HUMAN CAPITAL ASSIGNMENT

TOPIC: WORKPLACE CONFLICT

NWOSU CHIDINMA JOVITA


LECTURER: MRS JULIET FASHAKINI




CAUSE OF CONFLICT
- Personality clash
The issue of personality clashes is controversial the two types of work place conflict are when
peoples ideas, decision, or actions relating directly to the job re in opposition or when two
people just dont get along in a conflict situation dont ask who ask what and why.
Managers should avoiding blaming interpersonal conflict on personality clashes such tactic is
an excuse to avoid addressing the real causes of conflict and the department performance will
suffer as a result
Approaching conflict as opportunities to improve department policies and operation rather as all
ments to be eradicated or ignored will result in a mere productive work free and greater
departmental efficiency
OFFICE ROMANCE
Office romance can be cause of work place conflict. 96 percent of human resources professionals
and so percent of executives send work place romance are dangerous because they can lead to
conflict within the organization. Public display of affection can make co-worker uncomfortable
and accusation of favourism may occur especially if it is a supervisor subordinate relationship.
If the relationship goes awry. One party may seek to exact revenge on the other.
PASSIVE AGGRESSIVE BEHAVIOUR
Passive aggressive behavior is a common response from worker and managers which is
particularly noxious to team unity and productivity. In worker it can lead to sabotage of project
and the creation of a hostile environment. In managers, it can end up stifling a team creativity. It
would actually make perfect sense that those promoted to leadership position might often be
those who on the surface appear to be agreeable, diplomatic and supportive, yet who are actually
dishonest, back stabbing saboteurs behind the scenes. In brief, to respond to this kind of hostile
behavior people need to control performances expectation parcel and important tasks so there are
several responsible people incluved and re check frequently to see how much delay the passive
aggressive worker can generate before the team leader stops him

CONSEQUENCES OF WORK PLACE CONFLICT
Unresolved conflict in the work place has been linked to miscommunication resulting from
confusion or refusal to cooperate
a) Quality of problems
b) Missed deadlines or delay
c) Increased stress among employees
d) Reduce creative collaboration and blame problem solving
e) Decreased customers satisfaction
f) Distrust
g) Split camps and gossips

SOLUTION
Improving organizational practices could help resolve conflicts, which include reducing
vagueness, minimizing authority and domain-related disputes, improving policies, procedures
and rules, re-apportioning existing resources or adding new, altering communications, movement
of personnel and charging reward systems.
Most large organizations have a human resources department, whose tasks include providing
confidential advice to internal customers in relation to problems at work. This could be seen as
less risky than asking ones manager for help. Human resources department may also provide an
important person who can mediate dispute and provide an objective point of view
The introduction of the ombudsman (an official whose job is to examine and report on complaint
made by ordinary people about the company) figure at the organizational level; charged with
surveying common causes of conflicts and suggesting structural improvements to address them.
CONFLICT RESOLUTION
In any job there are times when you need to learn how to manage conflict. Specifically in
restaurant and hotel entry level positions where tensions can run high due to the need to meet
customer satisfaction, knowing how to diffuse a heavy situation comes in handy almost every
day. Ever had a demanding customer approach YOU aggressively? What about a colleague who
just wont get off you back? Instead of getting hot and heavy with your opponent, learn how to
evaluate the situation and come out of it looking better then you did going in. Julienne Robins an
employee at a Pickle Barrel location in downtown Toronto advises to skip conflict when you
can, but when it is unavoidable, you need to know how to do battle and how not to. Ever been
in a sticky situation? Well then, read on.
MANAGING A TOUGH SITUATION
To manage a conflict effectively, you must know how to please people. Better yet, skip the
conflict altogether, if you can, says Julienne. To avoid conflict, it is essential in the hotel and
restaurant industry to always know that the customer is right, and that YOU as an employee
should always aim to please the client, no matter how outlandish of a request they make, If you
integrate this into your everyday interactions, you will probably run into very little problems.
However, if at some point you need to resolve a situation smoothly, you need to evaluate your
Options.
Take a step back, think about the situation, and try to find a compromise, says Michael Terebij,
a downtown Toronto Delta Hotel employee. You need to know what angle is best to approach
the situation from; as a general rule, do everything you can to meet the requests of the customer.
Ifa person is angry, it is best to speak as calmly as possible, and agree with everything they say.
Apologize and remediate the situation ASAP.
Conflicts between coworkers should not arise, as you are trying to minimize such occurrence
your day-to-day work. If it does happen that you-have disagreement with someone you work
with, apply the tactics - be respectful of the individual, but do not let yourself be pushed over.
Basically, to resolve a problem, respect, listen and compromise, says Julienne.
As a general rule for all conflicts, listen to the problem in full, agree with the customer
completely, and resolve the problem immediately.

TO SPEAK OR NOT TO SPEAK?
It is best not to get involved in anyone elses problems, although sometimes this may be
necessary. If you see a coworker trying to deal with a dissatisfied customer, and they are a new
inexperienced employee or are obviously becoming frustrated (angry or otherwise upset), you
might need to step in. Use the above mentioned tactics, and let your coworker off the hook.
Dont get involved unless it is absolutely necessary for both partys happiness and the quick
resolution of the conflict. Dont let either side get too angry or otherwise distressed an angry
customer is not good for business, and a crying employee is never a pretty sight for people
coming into the hotel or restaurant. If you often step in and demonstrate proficiency at resolving
disagreements, you might become the workplace guru!
To really put it in perspective, lets break it down. Here are the steps to resolving a conflict
effectively, and with as little casualties as possible:
When a problem specifically pertains to you:
Listen to the person presenting the problem.
Agree with their point of view
Speak in a respective tone, and be courteous
Immediately remediate the problem
Let the customer (or whoever else) know that the problem has been resolved, and thank
them for notifying you of it establish trust by letting them know they can rely on you
in a situation and that the problem will not happen again
When someone else is having a disagreement:
Listen to the problem from a distance to learn what it is about
If any of the people involved are becoming angry or distressed, step in and ask politely if
you can help
Apply the step above (when a problem specifically pertains to you), and liberate the
employee previously involved with the customer
Check in on the other employee at a later time, letting them know how you handled the
situation and what the outcome was this will ease their mind about their own
involvement and teach them future tactics of conflict resolution.
Conflict in the workplace is a tricky situation, but with practice and a knack for human
psychology you will be able to walk away smiling. It may be difficult first to agree with taking
the blame for something you believe is not your fault, but eventually you will see rewards in
terms of a smoother day with less and more effectively handled
CONFLICT IN THE WORK PLACE
Conflict arise from differing needs, it is important to recognize that everyones needs are
important and that everyone deserves respect and consideration. In work place conflict, differing
needs are often at the heart of differ disputes. Recognizing the legitimacy of conflicting needs
and acknowledging them with concern and understanding open pathways to positive problem
saving, team building and improved relationships.
Conflict resolution tips.
Mending and resolving conflict requires the ability to quickly balance.
- Listen for what is felt as well as said. When we listen better connect to needs and
emotions for ourselves and for others. Listening in this way strengthens us, informs us
and make it easier for others to hear us.
- Make conflict reduction he priority rather than being right. Maintaining the
strengthening a relationship rather than winning argument should always be your first
priority. Be respectful of the other person and his or her view point.
- Focus on the present. If you are holding on to old hurts and resentment, your ability to
see the reality at the current situation will be improved. Focus on what you can do in the
here and now to solve the problem.
- Pick your battles. Conflict can be draining, so its important to consider whether the
issues is really worth your time and energy
- Be willing to forgive. Reducing conflict is impossible if you are unwilling to forgive.
Resolution lies in releasing the urge to punish or retaliate.
- Know when to let something go. if you cant come to an agreement, agree to disagree. It
takes two people to keep an argument going if a conflict is going nowhere, you can
choose to disengage and move on.
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REFERENCES
- Turmer . s . and weed . f. conflict in organization prentice hall, inc. engle
wood cliffs ns (1983)
- De angleis paula: blind-sided: recognizing and dealing with passive
aggressive.
- En. M. Wikipedia. Org /wiki/workplace conflict.
- Www. Restaurant central. ca /managing resolving conflict.
Www. Wikipedia. Org /wiki/types of conflict