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
