Diversity, Conflict, and Trust:

1
Diversity, Conflict, and Trust Computer-Mediated
Face-to-Face Teams
Martin Wielemaker Andrew Gaudes University of
New Brunswick
2
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Outsourcing Global security threats
Computer-mediated
Face-to-Face
3
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Multicultural teams
Top management teams boards of directors
Value statement We value..
Diversity - Heterogeneity
Age Tenure Educational Experience Gender Sociocult
ural Race Ethnicity Language
4
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Multicultural teams
Top management teams boards of directors
Functional Background diversity
Job or task related
Bunderson and Sutcliffe (2002)
Emotional diversity
Relationship
Pelled, Eisenhardt, and Xin (1999)
5
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Distrust
high

• Conflict
• Task
• Relationship
• Process

Functional Diversity
Jehn Mannix (01)
low
low
high
Sociocultural diversity
Trust
6
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
high
Functional Diversity
No conflict facilitates Implementation through Com
puter-mediated interaction
low
low
high
Sociocultural diversity
7
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Task conflict facilites Change (Creativity) throug
h Face-to-face interaction
high
Functional Diversity
No conflict facilitates Implementation through Com
puter-mediated interaction
low
low
high
Sociocultural diversity
8
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Task conflict results in Creative
solutions through Face-to-face interaction
high
Functional Diversity
No conflict facilitates Implementation through Com
puter-mediated interaction
Relational conflict is Depersonalized through Comp
uter-mediated interaction
low
low
high
Sociocultural diversity
9
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Task conflict results in Creative
solutions through Face-to-face interaction
Process conflict is Resolved through Mediation /
Face-to-Face interaction
high
Functional Diversity
No conflict facilitates Implementation through Com
puter-mediated interaction
Relationship conflict is Depersonalized through Co
mputer-mediated interaction
low
low
high
Sociocultural diversity
10
Computer-mediated versus Face-to-Face interaction
Diversity Conflict
Framework
Trust Networks
Conclusion
11
Diversity, Conflict, and Trust Computer-Mediated
Face-to-Face Teams
A question of Functional or Sociocultural
diversity