Chapter 11 Cross-Cultural Conflict and Conflict Resolution Managing 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 FConflict occurs because of disagreements or incompatibilities between individuals or within groups and entire organizations (Weiss 1996).

FThe role of conflict in the organizational life (Weiss 1996) Functional conflict – contributes to an individual’s, group’s, or an organization’s performance.

FConflicts 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.

FDysfunctional conflict: Has a destructive nature. Creates distortion in the performance, negative stereotyping, poor communication, and a decrease of productivity.

FDysfunctional 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.

FSources 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) FCollectivist vs. Individualist culture Harmony is maintained and direct confrontation is avoided. An honest person should speak his/her mind.

 Large vs. Small Power distance

FHigh vs. Low Uncertainty Avoidance

FMasculine vs. Feminine Cultures

Communicating Conflict Across Cultures FConflict is communicated differently across cultures.

FThomas’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 FConflict 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

FConflict with members of outgroups (Khoo 1994)  People from collectivist culture tend to be aggressive and confrontational with the out–group members.

FMediating 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.