An investigative study of a conflict arising from cultural differences at workplace

Abstract

In this thesis, an in-depth look was taken at a conflict that took place at a restaurant located in Seinäjoki, Finland between two individuals of different nationalities. The purpose of the thesis was to look for indication of cultural differences in the origination and escalation of the conflict, as well as identifying the possible errors in conflict management methods. The theoretical framework for the thesis includes theories of cultural dimensions by Professor Geert Hofstede, theories of cross-cultural business behavior by Richard Gesteland, theories of conflict management by Kenneth W.Thomas and Ralph H. Kilmann. Qualitative research methods were used for this study. Individual interviews with the conflicting parties were conducted in order to gather thick description which was later analyzed and weighed against the theoretical framework laid out in the thesis. Based on the analysis, it was concluded that the vast differences in cultures that existed between the conflicting parties, created and escalated the conflict, as well as caused the failure to resolve the conflict in a satisfactory manner. A guideline for future conflict avoidance and resolution was suggested at the end of the thesis.