Workplace conflicts experienced by refugee employees and their solution strategies

English (OpenAlex)

Purpose The purpose of this study is to discover the conflicts faced by refugee employees in their work relationships with colleagues, co-workers, managers and customers at restaurants as well as how they deal with these conflicts. Design/methodology/approach This exploratory qualitative study employed snowball sampling to reach 13 refugee employees working in restaurants in Izmir. Data were collected through semi-structured interviews and analyzed using thematic content analysis via MAXQDA software. Findings Refugee employees reported vertical conflicts with managers involving task, role, process and relational issues. They also experienced horizontal conflicts with coworkers, including interpersonal problems such as psychological aggression and task-related frictions. In their interactions with customers, they encountered challenges linked to language barriers and discrimination. Participants used five main strategies to manage these conflicts: acceptance, avoidance, support-seeking, job-focused adjustments and communication/collaboration approaches. Practical implications This study contributes to both theory and practice by highlighting the specific conflict types experienced by refugee workers in hospitality and their preferred coping strategies. The findings suggest the need for clear grievance mechanisms, intercultural training and inclusive management practices in hospitality businesses. These implications are particularly relevant for service-sector employers seeking to establish fairer and more sustainable workplaces for vulnerable groups. Originality/value Refugees are increasingly joining the workforce in the service industry, yet their workplace conflicts remain understudied. This study addresses this gap and provides actionable insights for managers and policymakers.