Conflict Management Technologies in Hotel and Restaurant Business

Oksana Polinkevych
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Abstract

Topicality. In modern conditions, conflicts in hotel and restaurant business are intensified. Such phenomena slow down and unbalance their development, as well as cause the liquidation of enterprises. This is a natural process. Therefore, it is important to learn how to manage them. Opposites and contradictions are inevitable in the enterprises activities of the service sector, as they are based on the communicative level. The aim of the article is to determine conflict management technologies in hotel and restaurant business using conflict theories. Research methods. The study used general scientific methods: induction and deduction – to generalize opinions on conflict theories, technologies and conflict management in hotel and restaurant business; abstraction, theoretical analysis and synthesis – in determining approaches to conflict management strategy in hotel and restaurant business; comparison – in highlighting the causes of conflicts; generalization – for the construction of conflict management technology in hotel and restaurant business, the algorithm for working with conflicts in hotel and restaurant business; inference – in building the basic patterns of reaction to resistance, the rules of successful conflict management in hotel and restaurant business. Research results. Conflict theories are identified and their evolution is shown. It is established that conflict management is an inevitable process, and stems from the service sector peculiarities. It is noted that conflict management technologies should include development strategy, strategic aims, conflict management strategies, problems of conflicts appearance, patterns of response to resistance, conflict management models. Rules for successful implementation of conflict management technologies are elaborated as well. Conclusions and discussions. It is determined that hotel and restaurant business is changing, that conflicts and contradictions are inevitable. They are exacerbated by COVID-19. An algorithm for dealing with conflicts in hotel and restaurant business are elaborated. It contains 5 steps: listening, concretization, compassion, variability, gratitude for feedback. Marker words that should be used in resolving conflicts are suggested.
饭店业务中的冲突管理技术
时事性。在现代条件下,酒店餐饮业的矛盾日益加剧。这种现象减缓和失衡了企业的发展,也导致了企业的清算。这是一个自然的过程。因此,学会如何管理它们很重要。服务业的企业活动是建立在交际层面上的,对立和矛盾是不可避免的。本文的目的是利用冲突理论确定酒店和餐饮企业的冲突管理技术。研究方法。本研究采用归纳和演绎的一般科学方法,对酒店餐饮业冲突理论、冲突技术和冲突管理的观点进行归纳;抽象,理论分析和综合-确定酒店和餐饮企业冲突管理策略的方法比较——强调冲突的原因;概括——构建酒店餐饮业务冲突管理技术,解决酒店餐饮业务冲突的算法;推论-在建立抵抗反应的基本模式,规则成功的冲突管理在酒店和餐饮业务。研究的结果。对冲突理论进行了识别,并展示了它们的演变过程。冲突管理是一个不可避免的过程,其根源在于服务业的特殊性。指出冲突管理技术应包括发展战略、战略目标、冲突管理战略、冲突出现的问题、应对抵抗的方式、冲突管理模式。还详细阐述了成功实施冲突管理技术的规则。结论和讨论。这就决定了酒店餐饮经营是不断变化的,冲突和矛盾是不可避免的。COVID-19加剧了这些问题。阐述了一种处理酒店餐饮业冲突的算法。它包含5个步骤:倾听,具体化,同情,变化,感谢反馈。建议在解决冲突时应使用的标记词。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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4 weeks
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