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Two Sides to Every Story: Mitigating Intercultural Conflict through Automated Feedback and Shared Self-Reflections in Global Virtual Teams


He, Helen Ai; Yamashita, Naomi; Wacharamanotham, Chatchavan; Horn, Andrea B; Schmid, Jenny; Huang, Elaine M (2017). Two Sides to Every Story: Mitigating Intercultural Conflict through Automated Feedback and Shared Self-Reflections in Global Virtual Teams. PACM on Human-Computer Interaction, 1(2):51-72.

Abstract

Global virtual teams experience intercultural conflict. Yet, research on how Computer-Mediated Communication (CMC) tools can mitigate such conflict is minimal. We conducted an experiment with 30 Japanese-Canadian dyads who completed a negotiation task over email. Dyads were assigned to one of three conditions: C1) no feedback; C2) automated language feedback of participant emails based on national culture dimensions; and C3) automated language feedback (as in C2), and participants’ shared self-reflections of that feedback. Results show Japanese and Canadian partners interpreted the negotiation task differently, resulting in perceptions of intercultural conflict and negative impressions of their partner. Compared to C1, automated language feedback (C2) and shared self-reflections (C3) made cultural differences more salient, motivating participants to empathize with their partner. Shared self-reflections (C3) served as a meta-channel to communication, providing insight into each partner’s intentions and cultural values. We discuss implications for CMC tools to mitigate perceptions of intercultural conflict.

Abstract

Global virtual teams experience intercultural conflict. Yet, research on how Computer-Mediated Communication (CMC) tools can mitigate such conflict is minimal. We conducted an experiment with 30 Japanese-Canadian dyads who completed a negotiation task over email. Dyads were assigned to one of three conditions: C1) no feedback; C2) automated language feedback of participant emails based on national culture dimensions; and C3) automated language feedback (as in C2), and participants’ shared self-reflections of that feedback. Results show Japanese and Canadian partners interpreted the negotiation task differently, resulting in perceptions of intercultural conflict and negative impressions of their partner. Compared to C1, automated language feedback (C2) and shared self-reflections (C3) made cultural differences more salient, motivating participants to empathize with their partner. Shared self-reflections (C3) served as a meta-channel to communication, providing insight into each partner’s intentions and cultural values. We discuss implications for CMC tools to mitigate perceptions of intercultural conflict.

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Additional indexing

Contributors:Department of Informatics, University of Zurich, NTT Communication Science Laboratories, Japan, Dynamics of Healthy Aging, University of Zurich
Item Type:Journal Article, refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Uncontrolled Keywords:Human-centered computing, Computer supported cooperative work,
Language:English
Date:November 2017
Deposited On:31 Oct 2017 13:34
Last Modified:18 Apr 2018 11:49
Publisher:Association for Computing Machinery
ISSN:2573-0142
Funders:Marie Heim Vögtlin Fellowship of the Swiss National Science foundation PMPDP1_164470.
OA Status:Closed
Publisher DOI:https://doi.org/10.1145/3134686
Other Identification Number:51
Project Information:
  • : FunderSNSF
  • : Grant ID
  • : Project TitleMarie Heim Vögtlin Fellowship of the Swiss National Science foundation PMPDP1_164470.

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