Conflict Management Strategies and Organisational Harmony: A Study of Selected Hotels in Cross River State

This study investigates the relationship between conflict management strategies and organisational harmony in selected hotels in Cross River State, a key tourism destination in Nigeria's South South geopolitical zone. Workplace conflict is an unavoidable aspect of organisational life, and its management has significant implications for employee morale, service delivery, and business continuity. This research employs a survey research design, with structured questionnaires administered to 110 hotel employees and supervisors across six registered hotels in Calabar. Data were analysed using descriptive statistics, chi-square tests, and regression analysis. The study examines conflict management approaches including negotiation, mediation, avoidance, collaboration, and arbitration, relating each to outcomes such as employee satisfaction, team productivity, and staff turnover. Results reveal that collaborative and mediation-based strategies produce significantly better organisational harmony outcomes compared to avoidance or arbitration-heavy approaches. The study also finds that management training in conflict resolution positively moderates the relationship between strategy use and harmony outcomes. Poor communication structures were identified as the primary trigger of inter-departmental conflicts. The paper recommends that hotel management in Cross River State institutionalise formal grievance mechanisms, invest in conflict resolution training, and foster open communication cultures. This study broadens the empirical base on hospitality sector management in Nigeria's South South region. Keywords: conflict management, organisational harmony, hospitality sector, hotels, Cross River State.