Application Programme Director Tourism and Leisure Management Mag.Dr.Peter Adler

ApplicationProgramme Director Tourism and Leisure ManagementMag.Dr.Peter Adler

Conflict resolution in tourism Mag.Dr.Peter ADLER

A 7‘ presentation

• I was asked to prepare a 7‘ presentation.

• What topic can beinteresting for the leading persons from IMC Krems?


Which topic?

• Conflicts, conflict management and conflict resolution in tourism

• How to deal with cultural specifics of guests?

• Tourism for everyone – Adjusting to the needs of disabled people in the tourism industry

• International networking

• Conflicts, conflict management and conflict resolution in tourism


Conflicts, Conflict Management

and Conflict Resolution In Tourism

07/02/2007 Mag. Dr. Peter Adler


What do we mean by ‚conflict‘ ?

• ‚Conflict‘ means, that two or more people have different interests and/or different needs.

• A conflict is not necessarily known by both the parties. There are more ‚hidden‘ conflicts than open discussions !


Why to speak about conflicts?

• In tourism we want to fulfill customer‘s needs - so we have to find out the interests, needs and wishes of our guests.

• We also have to keep an eye on all factors affecting employee knowledge and accuracy - their needs are important for us !


Areas of conflict in tourism

Hotel / Restaurant

...

Other Industry

National / Local

Authorities

Official Tourist

Org‘s

Business Functions

Hotel Operations Employees

Affiliated companies

Owner / Holding

Guests Travel Agencies

Heritage and

public Interest

Suppliers

Environ-mental Org‘s

Public and private Infra-

structure



Hotel / Restaurant

...


"I would seriously consider taking a vacation in Iceland rather than somewhere else if the Government of Iceland stopped whaling.“

There has been growing concern in recent years regarding environmental protection and conservation in the field of tourism. Is the environmental audit approach able to reduce the conflicts between tourism and the environment?



Hotel / Restaurant

...

Heritage

and public

Interest



Hotel / Restaurant

...

National / Local

AuthoritiesPublic Traffic

Health and Work Place Control

Job Market Regulations

Closing hours

TOURISM AND CULTURE:Tourism is seen as having primarily economic value, unlike culture which can be seen as being for the greater good of the French public.



Hotel / Restaurant

...

Official Tourist

Org‘s

Local Tourist Org‘s

(e.g. Fremden-verkehrs-verband )

National Tourist Office



Hotel / Restaurant

...


structure

public swimming pools and water sports

ski lift (networks) and their financing

Local taxes (for drains, water)



Hotel / Restaurant

...

Travel Agencies

„Distribution becomes one of the most significantelements of tourism marketing as it determines all other aspectsof the marketing mix.“ 1)

___1) Buhalis, Dimitrios, Conflicts Between Hoteliers and Tour Operators in the Mediterranean Region; in International Journal of Hospitality & Tourism Administration (The Haworth Press, Inc.) Vol. 1, No. 1, 2000

„Mediterranean hoteliers increasingly find the power of tour operators from Northern European countries very challenging.“



Hotel / Restaurant

...

Owner / Holding


The usual conflicts in big companies ...



Hotel / Restaurant

...

Employees1) Jehn-Yih Wonga, , and Jo-Hui Lin , The role of job control and job support in adjusting service employee's work-to-leisure conflict; Graduate Institute of Management, Ming Chuan University Taiwan 2006

„Many tourism employees are increasingly confronted with rising work stress levels, especially work-to-leisure conflict (WLC). 1)“



Hotel / Restaurant

...

EmployeesHotel

OperationsBusiness Functions

employees in business functions: marketing and sales, finance and controlling, human resources management, IT, procurement, maintenance

employees in hotel operations: reception, economics, dining room / service, kitchen, animation

Typical Conflicts:

Service <-> Reception

Service <-> Kitchen

Reception <-> animation, health services, leisure facilities



Hotel / Restaurant

...

EmployeesHotel


MOBBING:The term mobbing started entering the lexicon around 1990. It had been associated with the behavior of small birds combining to defend a nest, but was linked to the workplace by a Swedish psychologist, Heinz Leymann. He conducted studies in the 1980s on psychological harassment in offices.

"For a certain period, you would be the bad person,"



Hotel / Restaurant

...

Owner / HoldingOther

Industry

Dust, noise, bad smelling, traffic, light emissions, ...


Hotel / Restaurant

...

Suppliers


Late delivery, quality, price, packing, ingredients (REACH), ...



Hotel / Restaurant

...

Guests

This book examines the changing relationships between tourism and host cultures and explores the reasons why and how conflicts emerge, in a series of detailed case studies from many parts of the globe.

Cultural Impacts of Religious Tourism

CYBERNETIC TOURISM ETHICSThe concept of cybernetic ethics helps to find concrete answers to concrete situations under intercultural, complex, dynamic circumstances.

Better a complaining guest than a lost customer.



Hotel / Restaurant

...

Owner / Holding

National / Local

Authorities

Official Tourist

Org‘s

EmployeesHotel


Owner / Holding


Guests Travel Agencies

Heritage and

public Interest

SuppliersOther Industry



structure


How to deal with Conflicts?

differenttypes of dealing

with conflicts

separating

- end of contract, other job- Isolation- change of duties

personalized conflicts

- have a conversation- search for offenders and victims- individual Coaching

pertinent- search for failures, analysis- rules- management. by objectives

joining- Mediation- clarifying conversation- Teamdevelopment

Conflictavoiding

Conflictsolving


Conflict solving methods ÜÜberblick

Therapy

Mediation

Arbitration

Court

The person itself /between persons

„Third party will bechosen by the

conflict partners.“

„The judge is

determined by law-“

Reconciliation


Court <-> Mediation

individualReality

Fairness

rights

Law

Future

Past

Judge Arbitrator

Conflict-PartiesC

M


CoachingChairing

Team-development Supervision

Conflict-management

Mediation

Organizational Development

The Clover of Conflict Resolution

Que

lle:

Das

En

de d

er E

isze

it: I

SB

N 3

-902

11-0

384


Thank You for Listening.


Dzt. laufende Tätigkeiten - 1 -

1991-dato Musikschule Adler & Tinter OEG - nur Finanzbeteiligung

1994 bis dato Business Angel-Projekte mit und Beteiligungen anexpandierenden Unternehmungen - keine operative

Tätigkeit

1973-dato Industriellenvereinigung

- Mitglied des Ausschusses f. Fragen der Bildung, Innovation und Forschung seit 1973– Leiter des Arbeitskreises „Universitäten“

2 Sitzungen je 3h / Monat



2000-dato Bundesministerium für Bildung, Wissenschaft und Kultur

– Mitglied des IKT-Lenkungsausschusses seit 2000dzt. keine Aktivitäten

1999-dato Wiener Konzerthausgesellschaft: Mitglied des Vorstandes, zuständig für Finanzen1 Sitzung alle 2 Monate

1999-dato Innovationsagentur / i2 Börse für Business Angels - Mitglied des strategischen Boards - Tätigkeit beendet

1998-dato DISCimus Verein zur Erforschung der Auswirkung elektronischer Medien auf das Lernverhalten

Tätigkeit beendet.



2004-dato Rudolfinerhaus-Rotes Kreuz - (Privatkrankenanstalt und Gesundheits- und Krankenpflegeschule), Vorstandsmitglied

ca. 1 Sitzung alle 2 Monate

2004-dato Mediationen ca. 2-4 h / Woche

1978-dato IT-Consulting: ca. 2-3 Tage / Monat

1985-dato div. Lehraufträge (FH Krems, WIFI Graz),

ca. 6-8 WE/Halbjahr)

Diverse Firmenauflösungen sind noch zu erledigen.

Documents

Application Programme Director Tourism and Leisure Management Mag.Dr.Peter Adler