Team conflict in ICT‐rich environments: Roles of technologies in conflict management

Abstract

This study looks at how an information and communication technologies (ICT)-rich environment impacts team conflict and conflict management strategies. A case study research method was used. Three teams, part of a graduate class in instructional design, participated in the study. Data were collected through observations of team meetings, interviews with individual members, plus analysis of electronic documents exchanged among team members. Findings indicate that all teams experienced conflict at some level and that conflict management strategies evolved over time. ICT played a dual role in the conflict management of teams. These technologies seemed to facilitate conflict management by offering a formal means of communication, by making communication more effective with minimal waste or unnecessary effort, and by creating opportunities for more thoughtful reactions, with chances for reflection on the content. However, ICT also aggravated conflict, specifically when strategies for use were imposed, when team members became blunt and forthright, and when misinterpretations occurred because of differing senses of urgency in replying to emails.

Learn to use and use to learn: Technology in virtual collaboration experience

“…For problem solving stage, which includes complex tasks such as brainstorming, negotiating and reaching consensus, audio/video conference systems are recommended as a major technological support. When making key decisions, synchronous modes of communication are recommended to allow for the inclusion of additional cues (e.g., non-verbal and contextual cues); particularly, when team members have various communication styles (Correia, 2008a). At the last stage of the virtual collaborative process, collaborative solution, global teams prepare to deliver project outcome(s).…”

“…However, an analysis of collaborative scenarios indicates that there are few strategies for inclusion, flexibility, and interaction in an online learning context (Liebig & Effelsberg, 2004). The use of technology adds another layer of complexity to global team's interactions (Correia, 2008a). At the same time, technology can serve as "a bridge to introduce new cultures, knowledge and people to students" (Davis & Cho, 2005, p.1).…”

Developing a model of conflict in virtual learning communities in the context of a democratic pedagogy

“…Previous research suggests that heterogeneity of the groups in global learning (Correia, ; Paul, Seetharamanb, Samaraha & Mykytyna, ) and diversifying demographic characteristics of students and differences among students (Hinds & Mortensen, ; Hodgson & Reynolds, ; Xie, Miller & Allison, ) can all be regarded as potential sources of conflict. Conflict is cited as a challenge in geographically dispersed group studies (Picard, ; Xie et al , ) and in cross‐cultural studies (Weinberger, Marttunen, Laurinen & Stegmann, ).…”

Together We Innovate

“…Students already use most of the platforms and therefore feel comfortable and at ease. Unfamiliar virtual platforms may create complexity and uncertainty between collaborators (Correia, 2008; Karpova, Correia, & Baran, 2009).…”