Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2018 Conflict Resolution Strategies Used by Civilian Small Business Managers on Military Bases Tavarus James Dunbar Walden University Follow this and additional works at: https://scholarworks.waldenu.edu/dissertations Part of the Business Administration, Management, and Operations Commons, Management Sciences and Quantitative Methods Commons, and the Organizational Behavior and Theory Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please contact [email protected]. Walden University College of Management and Technology This is to certify that the doctoral study by Tavarus Dunbar has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. Kelly Chermack, Committee Chairperson, Doctor of Business Administration Faculty Dr. Patsy Kasen, Committee Member, Doctor of Business Administration Faculty Dr. Julia East, University Reviewer, Doctor of Business Administration Faculty Chief Academic Officer Eric Riedel, Ph.D. Walden University 2018 Abstract Conflict Resolution Strategies Used by Civilian Small Business Managers on Military Bases by Tavarus James Dunbar MBA, University of Phoenix, 2007 BS, University of Phoenix, 2005 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2018 Abstract Unresolved conflict is responsible for at least 50% of resignations in the workplace, which negatively affects an organization’s reputation and profitability. Although there has been ample research on the link between conflict resolution and leadership, there was limited research on conflict aboard military installations specifically. The purpose of this multiple case study was to explore conflict resolution strategies of civilian small business managers who work on a military installation in Southern Arizona. The theory of realistic conflict, or realistic group conflict theory, was used as the conceptual framework for this study. The data collection process involved semistructured interviews of 11 managers selected from 4 different civilian small businesses via purposive sampling along with company documents and public information found on the Internet containing conflict resolution processes within the organization. Transcribed interviews were coded and analyzed using software to help generate emergent themes. Yin’s comprehensive data analysis method of compiling, assembling and disassembling, interpreting, and making conclusions resulted in the emergence of 3 themes: effective communication, situational leadership, and organizational culture. The results from this study may help business leaders identify strategies for resolving conflict, as well as recognize issues beforehand, mitigating conflict before is develops. This study has implications for positive social change, in that potential outcome of reduced conflict may lead to more organizational productivity and increase the revenue stream that is input into base programs for military members, their families, and other government employees, subsequently improving their quality of life. Conflict Resolution Strategies Used by Civilian Small Business Managers on Military Bases by Tavarus James Dunbar MBA, University of Phoenix, 2007 BS, University of Phoenix, 2005 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2018 Dedication This study is in dedication to my children and family, in hopes that this serves as an example for them; knowing that one day, they could also accomplish this feat. I would also like to dedicate this to both of my grandmother’s, both that are now part of heaven’s angels. I know they were looking over me and sending their blessings down. To my children, Deuce and Nina, know that you were my main inspiration during the course of this journey and will always be my inspiration to endure whenever there is reservation. Acknowledgments First and foremost I would like to thank God for blessing me with the will, courage, and endurance, which sustained me throughout my journey. When times were tough, faith is what kept my heart and mind at ease. A special thank you to my wife and best friend, Janetta, for being patient throughout this entire process. Thank you for all the words of encouragement and for being my council when I needed someone to give me some candid advice. Also, allowing me the time to work on my projects while playing the role as the Mom and Dad at times. Without your support, this milestone in my life would have never come to fruition. To Dr. Chermack, thank you for the countless conversations we had about my study and edging me on to stay with it. Dr. Kasen and Dr East, I also appreciate the guidance that you also gave me throughtout this journey. I would like to thank all the managers who participated in my research. The willingness to share your journeys with me was inspirational and I am grateful for your honesty. I hope that the results from the research will help businesses aboard military installations manage employee conflict within their organizations. Table of Contents List of Tables ..................................................................................................................... iv Section 1: Foundation of the Study ......................................................................................1 Background of the Problem ...........................................................................................1 Problem Statement .........................................................................................................2 Purpose Statement ..........................................................................................................2 Nature of the Study ........................................................................................................3 Research Question .........................................................................................................5 Interview Questions ................................................................................................ 5 Conceptual Framework ..................................................................................................5 Operational Definitions ..................................................................................................7 Assumptions, Limitations, and Delimitations ................................................................7 Assumptions ............................................................................................................ 7 Limitations .............................................................................................................. 8 Delimitations ........................................................................................................... 9 Significance of the Study ...............................................................................................9 Contribution to Business Practice ......................................................................... 10 Implications for Social Change ............................................................................. 10 A Review of the Professional and Academic Literature ..............................................11 Overview of the Literature Review ....................................................................... 11 Conceptual Framework ......................................................................................... 12 Conflict ................................................................................................................. 16 i Negative Effects .................................................................................................... 34 Organizational Culture .......................................................................................... 37 Common Methodological Approaches to Conflict ............................................... 50 Transition and Summary ..............................................................................................52 Section 2: The Project ........................................................................................................54 Purpose Statement ........................................................................................................54 Role of the Researcher .................................................................................................55 Participants ...................................................................................................................57 Research Method and Design ......................................................................................59 Research Method .................................................................................................. 59 Research Design.................................................................................................... 61 Population and Sampling .............................................................................................64 Ethical Research...........................................................................................................67