Investigation of construction conflict resolution in Hong Kong

Conflict cannot be avoided, but must be managed. An optimum level of conflict enhances productivity and, subsequently, improves the participant's satisfaction. Based on the conflict management knowledge and two-factor satisfaction theory, a cyclical conflict management model is developed in the paper. A questionnaire survey has been conducted to investigate the relationship between the conflict resolution behaviour and the satisfaction levels of client representatives and contractor representatives. The results indicate that both compromise and collaboration conflict resolution styles significantly correlate to the satisfaction level of client and contractor representatives (refer hypothesis 1), while client is dissatisfied with the avoidance resolution style in the management process (refer hypothesis 2). Besides, satisfaction levels of contractor representatives towards their own accommodation resolution style differ from the satisfaction levels of client representatives towards the contractor representative's accommodation resolution styles and vice versa (refer hypothesis 3).