Chapter 11 Cross-Cultural Conflict and Conflict Resolution Managing Organizations in a Global...

Chapter 11 Cross-Cultural Conflict and Conflict

ResolutionManaging Organizations in a Global Economy: An Intercultural Perspective

First Edition

John Saee

Copyright by South-Western, a division of Thomson Learning. All rights reserved.

Conflict defined Conflict occurs because of

disagreements or incompatibilities between individuals or within groups and entire organizations (Weiss 1996).

The role of conflict in the organizational life (Weiss 1996)Functional conflict – contributes to an

individual’s, group’s, or an organization’s performance.

Conflicts are functional (constructive) when they:Bring up, rather than hide issues over

which there are differences.

Force individuals to be direct and to accelerate problem solving.

Attack issues rather than individuals.

Dysfunctional conflict:Has a destructive nature.

Creates distortion in the performance, negative stereotyping, poor communication, and a decrease of productivity.

Dysfunctional conflict occurs when:The participants refuse to collaborate to

find a solution.

A superior is unwilling or unable to arbitrate.

One or both of the participants refuse to accept the superior’s arbitration.

Rules and dispute–resolution procedures are inadequate, ambiguous, or contradictory.

Communication is poor; the participants are unable to communicate essential information, or disagree on how it should be interpreted.

Sources and types of conflict (Weiss 1996)

1. Structural conflict: occurs because of the cross–functional departmental differences over goals, time horizons, rewards, authority, status, and resources.

2. Intrapersonal conflict: occurs within an individual. Intra–role

Inter–role

Person–role

3. Interpersonal conflict: occures between two or more individuals.

4. Interorganizational conflict occurs between enterprises and external stakeholders.

Factors that influence perception and tolerance of conflict (Mead 1998).

Industrial and occupational factors (some industries are more tolerant than the others).

Organizational culture

Urgency

Personal interests

Individual psychology

Culture

The meaning of conflict in different cultures (Hofstede 1984, 1991)Collectivist vs. Individualist culture

Harmony is maintained and direct confrontation is avoided.

An honest person should speak his/her mind.

Large vs. Small Power distance

High vs. Low Uncertainty Avoidance

Masculine vs. Feminine Cultures

Communicating Conflict Across Cultures

Conflict is communicated differently across cultures.

Thomas’s (1976) Conflict Resolution Approach The choice of the conflict resolution

style by the party involved in conflict is influenced by the following factors:

The stake in the outcome.

The emotional involvement.

The urgency.

Precedent.

Culture.

Conflict and the Concept of Face Conflict is face–related as the concept

of face appears to be a predictor of what conflict strategies are being used (Ting-Toomey 1988). Intervention by a superior

Conflict with members of outgroups (Khoo 1994) People from collectivist culture tend to

be aggressive and confrontational with the out–group members.

Mediating conflict across cultures In the cultures where conflict is seen as

undesirable and potentially face damaging involvement of third parties is encouraged.

Principles of Conflict Mediation (Weiss 1996)

Acknowledge that you know a conflict exists and propose an approach for resolving it.

In studying the position of both parties, maintain a neutral position regarding the disputants – if not the issues.

Principles of Conflict Mediation (Weiss 1996)

Keep the discussion issue oriented, not personality oriented. Focus on the impact the conflict is having on performance.

Help your people put things in perspective by focusing first on areas where they might agree. Try to deal with one issue at a time.

Remember, you are a facilitator, not a judge. Judges deal with problems, facilitators deal with solutions.

Make sure people fully support the solution they have agreed upon.

Principles of Conflict Mediation (Weiss 1996)

Preventing Intergroup Conflict A multicultural organization must

minimize interpersonal and intergroup conflict related to group identity and must promote the understanding of cultural differences.