The effect of organizational conflict and its management on business performance: Ankara accommodation enterprises case

In the age we live in, the most important factor in the success of organizations is human and human power. There are always different ideas and expectations among more than one group or person. This situation creates conflict within the organization and turns into an act of conflict. Conflicts within the organization are inevitable, especially in hotel businesses, due to the high number of employees and their involvement in the service sector. It is important for organizations to approach conflicts with the correct and effective conflict strategy in achieving a sustainable competitive advantage. The aim of this study is to determine whether there is a relationship between the conflict management strategies used by hotel business employees and their job performance. In the study, it is also aimed to determine whether the conflict management strategies used by employees and their job performances differ according to their personality traits. For these purposes, data were collected from 480 employees working in 5-star hotel enterprises operating in Ankara, using a questionnaire technique. As a result of the research, it was found that the most frequently used conflict management strategy by hotel employees participating in the study was the constructive strategy, and the least used strategy was the coercive strategy. In the study, it was concluded that there is a significant relationship between the conflict management strategies used by the employees and their job performance. In addition, it was determined that the level of using the constructive strategy of the employees according to their gender, the level of using the compromising strategy according to their education level and their service time in the tourism sector, and their level of using the coercive strategy according to the number of employees in the current workplace and the number of employees in the department. It is important for managers and employees to know the types of conflicts well, and for the manager to determine the appropriate strategy for the characteristics of the employees. Otherwise, conflict in the organizations intensifies and negatively affects the employees of the organization, causing a decrease in their job performance and damaging the organization. Keywords: Conflict, Organizational Conflict, Conflict Management Strategies, Job Performance