Uncovering the Hidden Costs of Interpersonal Conflicts: A Study of Selected Hotels in Kenya

Abstract

Unresolved interpersonal conflict represents the largest reducible cost in many businesses, yet it remains largely unrecognized. Maintaining a good working environment devoid of interpersonal conflicts is critical for the survival of a company in a competitive environment like the hospitality sector as it can greatly influence its performance. The purpose of this study was to examine the costs of interpersonal conflicts in selected hotels in Kisii. The study employed descriptive survey design. A sample size comprising 194 employees were selected using stratified random sampling. Questionnaires were used to collect data. Results showed that annual efficiency losses for hotels as a result of interpersonal conflict could amount to kshs.1, 336,000($14,845). To improve the performance of hotels in Kisii, more emphasis should be placed on improving strategies to cope with costs of interpersonal conflict.

Keywords: Interpersonal conflict, Strategies, costs of interpersonal conflict, organisational performance, Organisational conflict, costs of conflict.