SCHOOL OF HOSPITALITY & TOURISM MANAGEMENT

BACHELOR IN HOSPITALITY MANAGEMENT (HONOUR)

NEGOTIATION AND CONFLICT MANAGEMENT

(MGT3183)

STUDENT NAME (ID NUMBER)

DANISH ALI (SUKD2200699)

PREPARED FOR: MS CLARICE KANGUT

SUBMISSION DATE:
TUESDAY, NOVEMBER 8, 2022

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TABLE OF CONTENTS

1.0 Introduction 3
2.0 Scenes Analysis 4. 7
3.0 Conclusion 8
4.0 References 9
5.0 Appendixes10. 11

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1.0 INTRODUCTION
The term "conflict" refers to a disagreement between two or more people that stems from
fundamental differences in worldviews, values, viewpoint assumptions, goals, methods, or other
fundamental assumptions. A conflict leads to tense debates, physical abuse, and certainly a
breakdown of unity and peace in the community. Incompatibility of interests, aims, values,
needs, expectations, and/or societal cosmologies is one definition of conflict. Other possible
definitions include: (or ideologies). Particularly when it comes to ideological clashes,
disagreements have a propensity to become vicious (Berger, 1966). According to a revised
definition proposed by McEnery (1985), conflict is "the interaction of any two or more value
systems." (McEnery, 1985).

The term "negotiation" refers to a procedure in which a group of individuals (or organizations)
attempt to resolve an issue or arrive at a better solution without making any concessions to one
another. During the course of the negotiating process, all of the parties involved make an effort
to avoid conflict while simultaneously reaching an agreement to achieve some kind of
compromise. The word "negotiation" refers to a talk that is intended to be strategic and has the
purpose of resolving a problem in a way that is acceptable to all parties engaged in the situation.
During the course of a negotiation, both parties will make an effort to persuade the other to see
things from their point of view and acknowledge that it is a legitimate point of view. There is
always one side that emerges triumphant from the process of negotiations. This is due to the fact
that there is always some degree of giving and taking engaged in the process. (DHIR, 2021)

Home Alone 2: Lost in New York story of Kevin McCallister, just 10 years old, who travels to
the streets of Manhattan in an effort to find individuals who will treat him fairly and satisfy his
desire for justice. There, Kevin is faced by personnel of a hotel staff who constantly inspect him,
and he successfully pulls through an unfathomable mission of thwarting a robbery that was
planned by prison escapees Harry and Marv so that children might receive gifts on Christmas
day. In addition to this, he meets and comforts a heartbroken woman who recently ended an
unhealthy relationship. The fact that it contains both sequences of negotiation and conflict was a
major factor in my decision to watch this film. These situations help me to have a better
knowledge of the concept of negotiation as well as the problems that arise from conflict.

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2.0 SCENES ANALYSIS

Scene #1 03:31 to 3:43, Kevin and Kevin's mother (Kate McCallister) negotiate over a Christmas
tree in Florida. The McCallister family is getting ready for another journey together, and this
time they will be going to Florida. On the other hand, Kevin is not in the least bit happy due to
the absence of any Christmas trees in Florida. This scene is classified as a negotiation situation,
in which the individuals choose to negotiate with one another and each party considers how to
obtain a fair offer.

Scene #2 06:11 to 10:05, Kevin and Kevin's brother (Buzz McCallister) conflict over a prank
during chorus. The night before the vacation, the family goes to a school chorus performance,
and Kevin gets a vocal solo during this event. On the other hand, Kevin's elder brother, Buzz, is
also a member of the chorus and creates a disturbance that leads to Kevin attacking Buzz and
ruining the show. After everyone has returned home, Buzz expresses his regret to the family for
the way he behaved, but in a side comment, he tells Kevin that he just said it to pressure Kevin
into apologizing. Kevin angrily scolds everybody for supporting Buzz, for which he is sent to the
upstairs. Kevin's mother, Kate, comes to meet with him after the event in order to get him to
apologize. However, Kevin refuses to do so, saying that if he could afford his own expenses, he
would take his own vacation without his family. This scene is classified as an interpersonal level
of conflict. It occurs when two or more individuals have opposing views on a topic. This may
lead to interpersonal conflict. A difference in objectives, ideas, perspectives, or availability of
resources is frequently at the core of disagreements. Conflicts between individuals may occur in
any situation where there are individuals involved, including the workplace, the family, the
classroom, and in professional or personal relationships (Timothy J. Legg, 2020). Additionally,
Buzz McCallister was singled out as the bully in this situation, where the bullies are looking for
somewhere to express their aggression and won't give up until they've accomplished their
purpose. They look forward to a test, and it will be to your advantage if you believe you can
teach them in some way.

Scene #3 21:05 to 10:05, Negotiation between Kevin's parents and the police officials who are
investigating their son's disappearance. This situation is characterized as a nature of negotiation
in which the parties work together to obtain something new which neither of them could have
come up with on their own.

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Scene #4 28:30 to 30:46, Negotiation between receptionists over the reservation was due to the
fact that he booked the hotel by mimicking his father's voice. This scene is an example of the
personal nature of negotiation, which includes emotions, temperaments, dispositions, and other
parts of our personalities that give each of us different needs, interests, goals, and points of view.
Our needs and wants bring up our egos, self-images, and fears.

Scene #5 40:15 to 40:44, Kevin and Cedric, who works in housekeeping, got into a conflict over
Kevin's shorts. This scene was recognized as having an aggressive style of conflict in which one
of the parties showed an attitude such as "I have rights, but you don't." For instance, an irritated
paying client.

Scene #6 40:47 to 41:54, Kevin and Mr. Hector, the personal concierge, are having a negotiation
about a mistake that he made the previous night when he entered the room without first obtaining
permission to do so. In the morning, he offered Kevin a complimentary limousine service as well
as pizza. This situation falls under conflict management, which is characterized as
accommodating. When the other person or party has a better plan or solution and admits they
made a mistake or decides it wasn't a big deal. They also put relationships first, ignore problems,
and try to keep the peace at any cost. 

Scene #7 50:55 to 58:42, There is conflict between Kevin and the personnel of the hotel (Mr.
Hector, Hester Stone, and Cedric). When Hector began to suspect Kevin, he became a very
arrogant and sneaky person, as well as a bit of a bully. Kevin was the target of his bullying. As a
result of his presumption that Kevin McCallister had stolen the credit card belonging to his
father, he behaved toward Kevin as if he were a criminal. This situation has been identified as a
misattributed conflict by the source of the conflict, which means that one side is blaming other
individuals for the conflict. A latent conflict is one in which neither side is aware that there is a
problem, while a false conflict is one in which there is a misunderstanding or a mistake in
perception (Hearon, 2014). On the other hand, Mr. Hector is considered a bully since bullies like
to hurt other people. Whether they do it with their fists, their words, or their actions, bullies
actively try to hurt and ruin others.

Scene #8 60:55 to 61:27, Negotiation between Kevin’s mom and a police officer over credit card
According to the investigation, police found that Kevin had used a stolen card in a hotel, but
Kevin’s mom (Kate McCallister) said he isn’t a trouble maker. In this scene, negotiation includes

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both facts and emotions, which are caused by a particular incident. Emotions are what drive us to
care about other people as well as our own self-interests.

Scene #9 64:28 to 64:32, This scene is classified as an intrapersonal level of conflict.

Intrapersonal conflicts occur within an individual. For instance, when you are unsure about what
is expected of you or what you need, or when you have the feeling that you are unable to
successfully accomplish a job. In this scene, Kevin doesn’t want a vacation like this again
because he has gone through so many problems. Intrapersonal conflict is a struggle between
what a person should do and what he or she wants to do. Should is always based on values,
religious beliefs, upbringing, etc., while wants are based on the environment, which tempts
people to do what they want instead of what they should (Merchant, 2012).

Scene # 10 77:20 to 78:52, Conflict between Kevin's parents (Kate and Peter McCallister) and
hotel staff (Mr. Hector, Hester Stone, and Cedric) over credit cards. Kevin’s mom blamed Mr.
Hector for her missing son, and Mr. Hector offered them a complimentary stay in the executive
suite at the hotel. According to conflict style, Kevin’s mom was classified as an aggressive
customer because Mr. Hector intended to bully her son.

Scene # 11 80:17 to 82:04, Kevin and two thieves (Marv Murchins and Hary Lime) conflict over
a photograph he took while they were robbing the toy store. Kevin has found out that Marv and
Hary are planning to rob the toy shop called Toy Duncan’s Chest. Therefore, he sets up a
strategy to defeat them. According to conflict management, this scene is classified as competing.
Which party rejects compromise and refuses to give in to the views or desires of others. One of
the parties is certain in their position about the manner in which they believe the circumstances
should be managed, and they do not give up until they achieve their goal. Those who compete
are assertive and uncooperative and willing to pursue one’s own concerns at another person’s
expense. Dr. Benoliel explains using this style works when you don’t care about the relationship
but the outcome is important, such as when competing with another company for a new client.
But, she cautions, “Don’t use competing inside your organization; it doesn’t build relationships”
(Benoliel, 2017).

Scene # 12 83:04 to 85:28, Kevin negotiates with two thieves (Marv Murchins and Hary Lime)
over a camera. Hary wanted to make a deal with Kevin. He said, "Throw that camera and we
won’t hurt you," but Kevin threw bricks instead of the camera. Kevin refused their deal and ran

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away. According to conflict style, Marv Murchins and Hary Lime are classified as non-assertive.
which means having or showing a confident and forceful personality. which indicates
demonstrating a self-assured and powerful attitude either in oneself or in one's behaviour. Non-
assertive people are those that consistently give in to others' demands for the sake of maintaining
peace and minimizing potential conflicts within their relationships.

Scene # 13 105:22 to 106:09, Conflict between Kevin’s mom (Kate McCallister) and the police
officer over her missing son. The police officer asks her to calm down and tries to reassure her
and explain to her that police are on the case. After a few questions, she figures out that Kevin is
at the Rockefeller Center Tree. According to the source of conflict, this scene is classified as
Affective Conflict. This arises when two individuals who interact with each other and try to
solve a problem together realize that their sentiments and emotions about some or most of the
problem are different (Wayne, 2005).

Scene # 14 115:33 to 115:48, Conflict between Kevin and Kevin’s father (Peter McCallister)
over the hotel bill because he has spent $967.43 on room service. This scene is classified as an
interpersonal level of conflict. Any sort of conflict that involves two or more people is
considered to be an interpersonal conflict. Conflict among humans is an essential consequence of
their interactions with one another. People might be quite different from one another in terms of
their personalities, values, goals, and approaches to problem-solving (Timothy J. Legg, 2020).

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3.0 CONCLUSION:

There are a wide variety of approaches to managing conflict. However, not all of these
approaches are considered to be sensible. According to (Floyd, 2009), "Our decisions nearly
always have an influence on our relationships." Because of this, it is essential to acquire and put
into practice effective tactics for managing conflicts. Your interactions with other people will be
affected in some way by the style of conflict management that you decide to use. It is not conflict
itself that is harmful to relationships, but rather the ineffective handling of conflict.

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4.0 REFERENCES

i. Benoliel, D. B. (2017). What’s Your Conflict Management Style?

https://www.waldenu.edu/news-and-events/walden-news/2017/0530-whats-your-conflict-
management-style.
ii. Berger, P. a. (1966). The Social Construction of Reality. New York: Doubleday &
Company.
iii. DHIR, R. (22 February, 2021). Negotiation Definition. What Is a Negotiation?
iv. Floyd, K. (2009). Interpersonal communication. In The whole story (p. 395). Boston:
McGraw-Hill Higher Education.
v. Hearon, M. N. (2014). Not all conflicts are created equal.
http://www.faces-adr.org/faces-thoughts/not-all-conflicts-are-creat.html.
vi. Juneja, P. (2015). Understanding Conflict - Meaning and Phases of Conflict.
https://www.managementstudyguide.com/conflict-management-in-groups.htm.
vii. McEnery, J. H. (1985). Towards a New Concept of Conflict Evolution. New York: Crank
Russak.
viii. merchant, S. (2012). Intrapersonal Conflict.
https://www.speakingtree.in/blog/intrapersonal-conflict.
ix. Timothy J. Legg, C. R. (2020). How to Handle Interpersonal Conflict Like a Pro.
https://www.healthline.com/health/interpersonal-conflict.
x. Urquhart, N. (2016). Day to day negotiation. Brussels: The European School of
Administration and AIM & Associés.
xi. Wayne, E. K. (2005). Two kinds of conflict mean two kinds of response.
https://www.bizjournals.com/washington/stories/2005/01/31/smallb13.html.

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5.0 APPENDIXES

Image 1.0: Movie Poster

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Image 2.0: This image indicates the scenes from Home alone 2: Lost in New york.

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