Executive Conflict Management

Abstract

Effective management at the senior level requires high-quality strategic decisions and reliable implementation of those decisions. In this study of 151 strategic decisions reported by executives at 78 hotel-operating companies, debate, trust, and collaboration in the top-management group all enhanced decision quality, while avoiding confrontation impeded it. Of the four, debate was the most important single factor for high-quality strategic decisions. Trust and collaboration both enhance implementation, and an unwillingness to bring up dissenting views impedes effective implementation. The open expression of difference in an executive group is key to making high-quality strategic decisions, and the resolution of any differences in a way that fully addresses all concerns is key to implementing those decisions.