Assignment on

Managing conflict in the workplace

Instructor: Satyam Dhunputh

Word Count: 4,949

Due Date: 18 October 2010

Prepared by:

Pravesh Ramdharry

Rooka Ramdin

Rakshita Mungur

Anick Manan (Team leader)

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 Executive Summary

This report addresses the managers of the Fairmont Copley Plaza Hotel and
concludes all information in managing conflict with a diverse workforce.

The report outlines the existing trigger which leads to conflict in the organization
where we analyze the weakness in the current environment. It examines whether
the organization has policies prohibiting harassment, violence and other
inappropriate conduct; enforces these policies; and supports employees when they
have been victimized.

The objective of the report is to create a positive environment where employees are
motivated to increase productivity where they can find the relevant intrinsic and
extrinsic values in their jobs.

The report explains how the organization should tackle with conflict arising from a
diverse workforce. The report sets out the time schedule of these elements and
outlines the strategies required for attaining the set objectives.

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Table of Contents

1.0 INTRODUCTION

Company Profile

A leader in the global hospitality industry, Fairmont Hotels & Resorts is a celebrated
collection of 59 distinctive hotels, which includes iconic landmarks like The Fairmont San
Francisco, Fairmont The Norfolk, Nairobi and Canada’s Fairmont Banff Springs and more
than 20 new properties in development, including London’s The Savoy and the Fairmont
Peace Hotel in Shanghai re-opening 2010 following extensive restoration programs.
Fairmont hotels are one-of-a-kind properties where sophisticated travelers can discover
culturally rich experiences that are authentic to the destination. Situated in some of the most
exclusive and pristine areas in the world, Fairmont is committed to responsible tourism and is
an industry leader in sustainable hotel management with its award-winning Green
Partnership program

The Case Study

The Fairmont Copley Plaza Hotel is a Forbes three-star, AAA four-diamond hotel
in downtown Boston, Massachusetts owned by Fairmont Hotels and Resorts. It
stands on Copley Square, by the John Hancock Tower.

From business and leisure travel to meetings to social events and weddings, The
Fairmont Copley Plaza wants to create an exceptional experience and a lasting
memory. The Fairmont Copley Plaza strives to become home away from home for
its guests, even providing the services of resident Canine Ambassador, Catie
Copley.

However during October 2009, seven current and former employees are suing the Fairmont
Copley Plaza in Boston and its parent company for discrimination, alleging that hotel managers
treated them unfairly and failed to act when other workers verbally abused and physically
threatened them because of their Moroccan descent and Muslim religious beliefs.

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‘‘There became a pattern of harassment and after the attacks on Sept. 11, the level of harassment
increased,’’ said Rahsaan Hall, an attorney with the nonprofit Lawyers’ Committee for Civil
Rights Under Law of the Boston Bar Association, which filed the complaint against the Fairmont
Copley yesterday in US District Court.

A spokeswoman for Fairmont Hotels and Resorts Inc., which runs the Fairmont Copley, referred
questions about the case to a local representative from the hotel. However, that representative did
not immediately respond to requests for comment.

According to the 71-page court filing, seven employees of Moroccan descent — all of whom are
US citizens — repeatedly were disparaged by co-workers who called them ‘‘terrorists’’ and
accused them of being members of the Taliban. In one instance, one of the employees was
grabbed inappropriately by a hotel doorman. In another, during a meeting with several people,
including a human resources director, the hotel’s general manager allegedly said: ‘‘I have two
problems: the rats and the Moroccans. I took care of one and I can’t figure out the other.’’

The court filing also claims that the employees named in the case were denied promotions, made
to work harder than their peers, and unfairly disciplined. The workes are suing the hotel for
violating antidiscrimination laws and creating and tolerating a hostile work environment.

Five of the employees still work at the hotel. Two employees were ‘‘terminated unlawfully,’’
according to the court case. One employee was fired for allegedly making false accusations
about another co-worker, even though the suit claims numerous other employees were not let go
or disciplined for similar conduct. In another instance, a different employee was fired for
allegedly threatening to terrorize the hotel — an accusation that is ‘‘blatantly false,’’ according
to the filing.

This is not the first time the Fairmont company has been accused of mistreatment by employees.
The company was sued in 2003 by Muslim and Arab-American employees at the Fairmont Plaza
Hotel in New York City, who complained of discrimination following Sept. 11. Fairmont settled
the case by paying $525,000 to a dozen workers and agreeing to provide additional anti-
discrimination training.

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2.0 SITUATION ANALYSIS

2.1.0 INTERNAL FACTORS

Abraham Maslow’s Hierarchy of Needs Theory

The basis of Abraham Maslow's Hierarchy of Needs Theory is that people are motivated by
needs that remain unsatisfied, and that certain lower factors have to be satisfied in order for
higher needs to be recognized as unfulfilled. Maslow identified general categories of needs
(survival, physiological, love, safety, and esteem) which have to be fulfilled in order for someone
to act in an unselfish manner. These needs were referred to as "deficiency needs." While we are
motivated to fulfill these needs, we progress toward growth and, eventually, self-actualization. It
is a healthy, normal part of life to attempt to satisfy these needs. While, on the other hand,
prevention of this gratification can make the person sick or even act in an evil manner.

As a result, for adequate workplace motivation, it is important that leadership understands the
active needs active for individual employee motivation. In this manner, Maslow's pyramid model
indicates that fundamental, lower-order needs like safety and physiological requirements have to
be satisfied in order to pursue higher-level motivators along the lines of self-fulfillment.

Self-Actualization

Esteem Needs

Social Needs

Safety Needs

Physiological Needs

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Self-Actualization

Self-actualization is the summit of Maslow's motivation theory. It is about the quest of reaching
one's full potential as a person. Unlike lower level needs, this need is never fully satisfied; as one
grows psychologically there are always new opportunities to continue to grow.

Self-actualized people tend to have motivators such as:

• Truth
• Justice
• Wisdom
• Meaning

Self-actualized persons have frequent occurrences of peak experiences, which are energized
moments of profound happiness and harmony. According to Maslow, only a small percentage of
the population reaches the level of self-actualization.

Esteem Needs

After a person feels that they "belong", the urge to attain a degree of importance emerges.
Esteem needs can be categorized as external motivators and internal motivators.

Internally motivating esteem needs are those such as self-esteem, accomplishment, and self
respect. External esteem needs are those such as reputation and recognition.

Some examples of esteem needs are:

• Recognition (external motivator)

• Attention (external motivator)
• Social Status (external motivator)
• Accomplishment (internal motivator)
• Self-respect (internal motivator)

Maslow later improved his model to add a layer in between self-actualization and esteem needs:
the need for aesthetics and knowledge.

Social Needs

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Once a person has met the lower level physiological and safety needs, higher level motivators
awaken. The first level of higher level needs are social needs. Social needs are those related to
interaction with others and may include:

• Friendship
• Belonging to a group
• Giving and receiving love

Safety Needs

Once physiological needs are met, one's attention turns to safety and security in order to be free
from the threat of physical and emotional harm. Such needs might be fulfilled by:

• Living in a safe area

• Medical insurance
• Job security
• Financial reserves

According to the Maslow hierarchy, if a person feels threatened, needs further

up Maslow's Needs Pyramid will not receive attention until that need has been resolved.

Physiological Needs

Physiological needs are those required to sustain life, such as:

• Air
• Water
• Food
• Sleep

According to this theory, if these fundamental needs are not satisfied then one will surely be
motivated to satisfy them. Higher needs such as social needs and esteem are not recognized until
one satisfies the needs basic to existence.

Applying Maslow's Needs Hierarchy - Business Management Implications

If Maslow's theory is true, there are some very important leadership implications to enhance
workplace motivation. There are staff motivation opportunities by motivating each employee
through their style of management, compensation plans, role definition, and company activities.

• Physiological Motivation: Provide ample breaks for lunch and recuperation and
pay salaries that allow workers to buy life's essentials.
• Safety Needs: Provide a working environment which is safe, relative job security, and
freedom from threats.
• Social Needs: Generate a feeling of acceptance, belonging, and community by
reinforcing team dynamics.

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 • Esteem Motivators: Recognize achievements, assign important projects, and provide
status to make employees feel valued and appreciated.
• Self-Actualization: Offer challenging and meaningful work assignments which enable
innovation, creativity, and progress according to long-term goals

Nature of Conflict

The conflict is a head bangers one. The conflict is a true conflict that has been escalated. No
proactive action has been made to avoid it by the organization even if this latter has indication
like being call terrorism and Taliban.
Moreover the spokeswomen of Fairmont Hotel and Resort Inc did not take immediate attention
about the problem.
In this case the communication has been broken down and there is no hope that the parties can be
reconciled. And because of no proactive action, the company has been sued by their Muslim
employees.

Trigger over Roles, Policies and Procedures

The Muslim employees did not feel accepted and respect by their co-workers and was constantly
abuse and physically threatened by them. The co-worker did not respect the policies of the
organization and even more they did not respect the antidiscrimination law.
According to the text 2 Muslim employees were terminated unlawfully.
One employee was fire because it seems that he/she make some insinuation about other co-
worker. Another one has been accused to terrorize the Hotel.
All this case did not follow the procedure of termination because none of them have been
relevant. Moreover some co-workers were not been discipline when they threaten the Muslim
employees. It was general plot against these employees.

Trigger over Relationships

Because of their belief of their belief, the Muslim employee has been treated unfairly by the co-
workers. They have been threatened and harassed. They do not feel accept by their coworker.
They have been put aside for promotion.

2.2.0 EXTERNAL FACTORS

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Multicultural workforce

The phrase "multicultural workforce" refers to the changing age, sex, ethnicity, physical ability,
race, and sexual orientation of employees across all types and places of work in the United
States. Multicultural workforce as a descriptive term or phrase has, however, largely been
supplanted by the term "diversity" in describing the increasing heterogeneity of the workplace
through the inclusion of different groups of people. While "multicultural workforce" is still
sometimes used in reference to employees of varying social, racial, and ability characteristics,
the scope of diversity goes further and includes not only the personal characteristics of an
organization's employees but also the way an organization responds to a multicultural or diverse
workforce .

Assimilation of minorities into the workplace, or the practice of suppressing cultural differences
to conform to the majority culture, meant that previously many of these minority workers had to
lose a part of their heritage in order to obtain and hold gainful employment. Stereotypes of
African Americans, Hispanic Americans, Asian Americans, and women permeated the corporate
and industrial culture until well into the 1960s, when federal laws were established to prevent
discrimination. Some of the more important pieces of federal antidiscrimination legislation are:
Title VII of the Civil Rights Act of 1964, which prohibits employment discrimination based on
race, religion, sex, and national origin; the Equal Pay Act of 1963; the Age Discrimination Act in
Employment of 1967; and the Americans with Disabilities Act of 1990. While these pieces of
legislation are aimed at preventing discrimination rather than promoting diversity per se, they do
help in maintaining a diverse workplace.

Managing diversity

Programs or corporate environments that value multiculturalism must answer hard questions
about managing diversity. For example, can diversity be best promoted by equal treatment or
differential treatment? Antidiscrimination laws prohibit employers from treating applicants
differently, yet some argue that this premise seems to ignore those fundamental differences
between individuals that form the basis of diversity. On the other hand, treating people
differently often creates resentment and erodes morale with perceptions of preferential treatment.

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Other questions to be answered are: Will the company emphasize commonalities or differences
in facilitating a multicultural environment? Should the successful diverse workplace recognize
differentiated applicants as equals or some as unequals? How does the company achieve candor
in breaking down stereotypes and insensitivity towards women and minority groups? These
questions pose difficult dilemmas for companies seeking to create an environment conducive to
diverse workers and productivity.

Starting a program for multicultural workforce

How does a company initiate a multicultural or diversity program? Many different elements may
be necessary to create a climate of inclusion and to incorporate genuine value for diversity in the
workforce. Four common elements in diversity initiatives that strengthen diverse programs are
training, communication, task forces, and mentoring.

Many major companies conduct diversity training for managers and almost half conduct training
for all employees. The key to success lies in viewing training as an ongoing process rather than a
single event. Core components of diversity training may include valuing diversity, cultural
literacy, corporate enculturation, global perspectives, and individual self-development.

Communications about the value of inclusion and diversity that come from the top of the
organization are critical in the success of a diversity initiative. While this communication is
frequently written, companies such as Allstate Insurance employ teleconferencing to
communicate multicultural values across the country. Additionally, the creation of special
multicultural manager positions communicates with actions the real value of diversity from the
top.

Task forces engage management and employees in the process of dealing with multicultural
conflicts, needs, and organizational dynamics. Many task forces operate at high levels within
organizations. Yet, increasingly many companies involve employees at all levels of the company
in formulating policies and guidelines. Mentoring programs directly connect multicultural
employees with traditional employees across racial and gender lines. IBM, for instance, uses a
formal mentoring program while Corning employs a more informal "coaching" program.

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Even the most well-intentioned diversity programs can, however, sometimes go awry. Deleyte
Frost, senior associate of a Philadelphia organizational development firm offered a number of
tips for instituting diversity programs. Frost felt that diversity programs should focus on the real
issues of group identity, be they race, gender, age, etc., and not be covered up by such phrases as
"all individual differences." Frost also did not approve of euphemisms such as "lifestyle" when
the issue is sexual orientation. Opposition to diversity programs should be met with "energy,
caring, and thoughtfulness and not deflected by intellectual arguments," although baseline data is
needed to jump-start such programs. True change in corporate culture begins at the top and
diversity programs cannot succeed without long-term commitment from top officers and a
forward-thinking implementation team. Everything the diversity program does must be linked to
business success, diversity strategies must be part of "the business purpose and vision." Do not
waste time trying to create a plan that will make everyone happy, it just won't happen. Finally,
do not assume that training will change behavior, and do not focus diversity efforts only on
customers and external public relations.

There are a number of organizations and commercial enterprises that are involved with diversity
on a national scale. The American Institute for Managing Diversity is located in Atlanta and was
founded in 1984 as a nonprofit organization. The institute helps organizations understand the
business imperative for managing diversity. It also provides insights into the strategic
implementation of diversity and suggests new areas of research critical to the successful
application of diversity programs. DiversityInc.com is an online magazine that provides news,
resources, and commentary on the role of diversity in strengthening the corporate bottom line.

Legal factors

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 1) Racial discrimination occurs under the RDA when someone is treated less fairly than
someone else in a similar situation because of their race, colour, descent or national or
ethnic origin. Racial discrimination can also occur when a policy or rule appears to treat
everyone in the same way but actually has an unfair effect on more people of a particular
race, colour, descent or national or ethnic origin than others.

It is against the law to discriminate in areas such as:

• Employment (section 15) - e.g. when seeking employment, training, promotion, equal
pay or conditions of employment;
• Land, housing or accommodation (section 12) - e.g. when buying a house or when
renting;
• Provision of goods and services (section 13) - e.g. when buying something, applying for
credit, using banks, seeking assistance from government departments, lawyers, doctors
and hospitals, or attending restaurants, pubs, entertainment venues;
• Access to places and facilities for use by the public (section 11) - e.g. when trying to use
parks, libraries, government offices, hotels, places of worship, entertainment centres, hire
cars;
• Advertising (section 16) - e.g. advertising for a job stating that people from a certain
ethnic group cannot apply;
• Joining a trade union (section 14).

2) The Racial Hatred Act ("RHA") was introduced in October 1995 and extends the
coverage of the RDA to prohibit offensive behaviour based on racial hatred (racial
vilification)(section 18C)[2].

The RHA covers public acts which are done, in whole or in part, because of the race, colour, or
national or ethnic origin of a person or group AND reasonably likely in all the circumstances to
offend, insult, humiliate or intimidate that person or group.

Disadvantages of Litigation and Arbitration

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1 Time and Money. Litigation - a courtroom trial - requires many hours of an
attorney’s time over many months or years, taking depositions and other steps to
learn about the other side’s case. Litigating even the simplest of disputes costs
$10,000 to $20,000 and in more complex cases it costs much more. Arbitration is
usually a little faster so it normally costs less than a court trial, but there are no
guarantees it will be faster or cheaper. As a way to resolve conflicts, they are both
expensive, inefficient and can permanently destroy relationships.

2 Win/Lose. In litigation, a judge or jury declares a winner and a loser and awards
a judgment to the winner. As recent high profile trials have shown, juries are very
unpredictable. In arbitration, one or more arbitrators acting as judges and jurors,
consider the evidence, decide who wins, and enter an award in their favor. The
award must be filed with a court to be enforced like a judgment. The loser has little
chance of appealing an unfavorable arbitration award.

3 Loss of Control. In both litigation and arbitration, control of the result is given
to a third person or persons with no stake in the outcome. Control of the process is
held by the lawyers who can only interact with their own clients and with one
another. Personal contact between the disputing parties is lost, increasing their
feelings of alienation toward one another.

4 Inconclusive. "Winning" the case in court or at arbitration does not guarantee

an end to the dispute. Most judgments and awards require the loser to pay money
to the winner, but getting the money is not automatic. More trips to court to locate
assets, attach liens, foreclose on assets, and argue appeals are often required and if
the person ordered to pay is bankrupt, all may be for naught.

5 Publicity. Since most court proceedings and records are open to the public,
there is no guarantee of privacy in litigation. Business secrets, family secrets,
embarrassing details about your life all could be in tomorrow’s newspaper or on the
evening news.

6 Lose/Lose. Whether declared a winner or a loser, both sides lose. They lose
control over the process and the outcome, they lose relationships with others, and
they lose the money spent fighting the other side.

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Mediation as an Advantage

1 Fast and Efficient. Since an average mediation takes a single day, the efficacy
of this method speaks for itself. A trial attorney’s time spent on the deposition of a
single witness may take longer than the mediation.

2 Control. Since the whole process is voluntary, the parties have complete
control over the outcome; if they don’t agree, there is no resolution and their other
options are still available.

3 Win/Win. Mediation can provide creative solutions that can’t be obtained in

court or from an arbitrator. Solutions like increased orders for products, a bonus, a
training program for employees, or simply a sincere apology. Or it could be an
agreement for one party to stop doing something like mowing their lawn in the
morning. Something that, while it may be annoying, would not be something a
judge would order them to stop doing. Relationships are often preserved, healed,
even strengthened.

4 Privacy & Confidentiality. The process is completely private and confidential.

This allows people to openly discuss issues without the possibility of public
exposure.

5 Peace. Mediation usually results in a better understanding between people,

which leads to peace. Clearing up misunderstandings promotes the peaceful
resolution of most disputes.

2.3.0 CONCLUSION
To resolve the conflict, the Muslim employees decide to sued the company. They decide to take
the right-base approach because it seemed that the company does not want to collaborate.
The court played the role of decision-maker in order to reach a conclusion base on correct
interpretation of right.
The employees hired a lawyer specialize in Civil right. There did so because they do not have the
appropriated knowledge to fight their case.
The court gave the employees right because it determined that the employees have effectively
been discriminated because of their beliefs and that the company violated the antidiscrimination
law. Because of that the court judged that the company should pay damage to their Muslim
employees.

It is not the first time that the company had been sued by employees for mistreatment.

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To avoid this kind of issued in the future, the company should use the interest-based approach
and therefore collaborate. It should find solution that would address the need of their employees,
understand each party’s interest and find way to achieve an outcome that is acceptable and
mutually beneficial to all parties.
The outcome of this approached is that it is less time consuming. It cost less in procedure (no
lawyer to pay). And moreover the company will not have to pay high damage again.

3.0 CONFLICT RESOLUTION APPROACHES

Thomas-kilmann Conflict Mode Instrument

Using the five strategic approaches for handling conflict based on the Thomas-
kilmann conflict mode instrument. This instrument indentifies five basic modes
that individuals generally adopt when responding to conflict; 1) avoiding 2)
accommodating 3) compromising 4) competing 5) collaborating.

It is based on the combination of two behaviors that an individual exhibits during

conflict:

i) Degree of assertiveness, i.e., importance of relationship.

ii) Degree of cooperativeness, i.e., importance of outcome.

Collaboration:

People adopt a collaborating approach when they seek to foster an ongoing

relationship with another party and want to achieve an outcome that will be
mutually beneficial. It is a strategy which usually leads to the most productive and
positive outcomes and enable us to achieve a win-win solution for both parties.

A party seeking to collaborate will encourage the other party t engage in dialogue
where both parties are open about their interests, clear about their goals, respectful
of each other’s interests while expressing any reservations, and creative in
exploring how their interests may be met.

Steps in undertaking collaboration:

1. Analyze the situation requiring collaboration.

Before pursuing collaboration, decide whether the situation warrants

collaboration and, if so, analyze the issues, concerns, and interests involved
and how you will approach the other party to encourage.

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2. Inviting the other party to collaborating.

When inviting someone to collaborate, acknowledge the individual’s concerns

about collaborating, show empathy, and state your desire to achieve a
mutually satisfactory resolution.

3. Listening and understanding.

When beginning the collaborating, encourage the other party to discuss his or
her view of situation, including both facts and underlying emotions, and listen
empathetically before attempting to share your own views.

4. Define the problem.

As you collaborate, be sure that your discussion focuses on creating a

problem statement on which you both agree. Be careful not to impose a
solution as a guise for the problem.

5. Brainstorming and evaluating possible solutions.

When problem solving, brainstorm as many options as possible that may

solve the problem without criticizing or evaluating the suggestions offered,
then narrow down to select the best option that may solve the problem.

6. Committing a solution.

Test the proposed solution against relevant criteria to ensure you can commit
to it, ask probing questions to determine its impacts on you and the others,
and develop a strategy for implementing the solution.

7. Implementing the monitoring the agreement.

Implement the agreement and have a process in place for monitoring its
progress and modifying or renegotiating aspects of the agreement as
needed.

8. Fostering the relationship.

Evaluating the success of your collaboration, using it as a springboard for

future collaborations and fostering an ongoing, positive relationship.

Advantages of collaboration:

1. Commitment to a decision will be greater if the team is made a part of the

decision-making process.

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 2. Diversity of viewpoints will result in a more thought-out problem solving
process and a more creative solution than what they would achieve alone.

3. They can “win back” an employee with whom they have experienced a
strained relationship.

Five Communication Continua

Many responses that we give and t from others fall somewhere on the five
communication continua. Recognizing where messages fall on the
communication continua will provide you with a deeper insight into the patterns of
communication in both written and spoken communication.

1. Solution Giving ↔ Problem Inquiry

• Conflict often arises out of our patterns of communication. Our ability to

comprehend patterns of communication enhances our relationships. A
supervisor who gives solutions may negatively affect the decision-making
ability of his employees.

• Engaging in problem inquiry often helps others discover their own solution
to their problem or conflicts. Problem inquiry uses open-ended questions to
expand the conversation, open up our thoughts, and enrich our exploration of
problems; they help us gain insight into our problems.

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2. Superiority ↔ Equality

•People generally respond negatively to superior messages. They produce

defensiveness and hard feelings.

•Equality messages have the opposite effect. Those who receive then often
regard them as being supportive.

3. Ignore feelings ↔ Empathy

•Ignoring feelings can cause conflict and damage relationships.

•Empathic responses provide senders an opportunity to discuss their feelings

if they choose. These responses usually expand the conversation as people
open up and discuss their inner feelings. They send the unspoken message
that they care about others.

4. Absolute ↔ Conditional

•Absolute responses are seldom accurate. They leave no room for variability,
flexibility, more

uncertainty.

•Conditional responses are appropriate to give when you are unsure about
how to respond to another person or when there are a variety of possible
solutions or approaches from which to choose.

5. Evaluative ↔ Descriptive

• Evaluative responses only communicate one’s interpretation of events or

data.

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 •Descriptive responses inform through specificity and are especially
important when improvement is necessary.

4.0 CONFLICT RESOLUTION STRATEGY

Reinforcement of anti-discrimination policies

We must lay the foundation of anti-discrimination laws by demonstrating zero-tolerance for

discrimination. We can put our words in action by giving a written warning to the HR Director
and General Manager for having violated the company’s policies. Also, handouts and posters
must be provided to employees to make them understand their right.

Sensitization of Employees on Racial Discrimination

We must sensitize employees on the issue of racial discrimination. On a worldwide basis, people
are generating ad proliferating prejudices against Muslims with reference to the 11th September.
Employees must be taken out of groove thinking so as to make a confused amalgam of issues
that because of Al Qaeda, all Muslims are to be blamed. This is why we propose to hire the
services of a good communicator so as to clear any confusion as well as heal psychological
wounds of worldwide terrorism.

Formation of Clusters

When people work together, one of the way to cement their relationship is to work in clusters.
We propose that teams of composite groups are created with at least one Moroccan in each of
them.

An Efficient Feedback System

A feedback system of constant follow-up and monitoring must be developed to avoid the
occurrence of racial discrimination. It requires collaboration with employees at all level, monitor
on grapevines and meetings with the parties concerned to see if the solutions do not have any
long-term unexpected problems for the employees.

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6.0 BIBLIOGRAPHY/REFERENCES

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