How to Handle Conflicts in the Teamwork in Hospitality Industry

Topics: Conflict, Management, Dispute resolution Pages: 13 (3406 words) Published: October 13, 2012
Human Resources Project:




The Mission of this research is to uncover all secrets and aspects how to resolve and handle conflicts in team working.

According to various sources up to 15% of the time on work spends on conflict and post-conflict situations (worries, self-assertion that she/he was right, etc.).

If the time wasted in the conflict, is taken as 100%, then:
• the fault of the leader/manager- 52%;
• because of the psychological incompatibility - 33%;
• due to improper staff placement - 15% [1]

But first off all, it is necessary to understand what is “team”. It is important to start from explanation that team and group is two completely different concepts. The group is a number of people working together, they achieve a certain objectives and can shares information but it will remain neutral. Meanwhile, a team is special kind of group which has common goals and shares all responsibility to achieve these goals. [2]Team have task-oriented work groups, team members have a positive relationship and cooperation among them. The biggest advantage for real team is the synergy effect, when the output is greater than the sum of individual input. Especially in hotel industry effective, coordinated and respectful team is 70-80% of successful enterprise.[3] Each team member don’t need to be afraid to express his/her own opinion, even if it will cause to conflict. Any team meeting or working cannot take place without conflicts. It is an integral part for any team existence.

Like many terms in management, the word conflict has many definitions and interpretations. The most accurate definition of conflict is a lack of agreement between two or more sides which might be individuals or groups. Each side is doing all to insists on they own point of view and prevents the other side to do the same. There are typical for conflict disagreements in thoughts, feelings and actions.

Almost all people when they think about conflict they imagine war, violent behavior, pressures, arguments, aggression etc. As a result, there is an insight that the conflict – the phenomenon which is always unwelcome in organizations life. That, in fact, conflicts should be avoided as possible and should immediately be authorized and resolved, as soon as they appeared.

This attitude had a right to exist before, but not in nowadays. The modern view is that even in organizations with effective control, conflicts are not only possible but may even be anticipated and required. “In fact, disagreement is a natural consequence of a dynamic, active organization.”[4]

Of course, the conflict is not always positive. In some cases, it may interfere with the individual needs or even effect on achieving goals for the organization as a whole. For example, a House Keeping manager, who at the meeting of the committee argue only because she/he loves to do it all the time, finally on one such meeting everyone will be tired of such attitude and just would like a peace and harmony. As the result this situation will reduce the degree not just of satisfaction of the needs of belonging and respect and, possibly, reduce the ability of groups to make effective decisions. The group will take a debaters point of view in order to avoid conflict and all the related hassles, even without being sure that they made a right resolution.

But in lots of cases, the conflict can help identify a variety of perspectives; also can provide additional information that will help to identify a larger number of alternatives, or problems. When manager build a high-effective team he don’t want everyone thinking the same, because there will be no progress and growth and there wouldn’t be vide variety of ways were organization can move.

Conflicts can stimulus inspiration, “create more meaningful solutions, and strengthen team work” [5], and promote richer exploration of an issue....
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