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Contribution Details

Type Journal Article
Scope Discipline-based scholarship
Title Two Sides to Every Story: Mitigating Intercultural Conflict through Automated Feedback and Shared Self-Reflections in Global Virtual Teams
Organization Unit
  • Helen Ai He
  • Naomi Yamashita
  • Chatchavan Wacharamanotham
  • Andrea B Horn
  • Jenny Schmid
  • Elaine M Huang
  • Department of Informatics, University of Zürich
  • NTT Communication Science Laboratories, Japan
  • Dynamics of Healthy Aging, University of Zurich
Item Subtype Original Work
Refereed Yes
Status Published in final form
  • English
Journal Title PACM on Human-Computer Interaction
Publisher Association for Computing Machinery
Geographical Reach international
ISSN 2573-0142
Volume 1
Number 2
Page Range 51 - 72
Date 2017
Abstract Text 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.
Digital Object Identifier 10.1145/3134686
Other Identification Number 51
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Keywords Human-centered computing, Computer supported cooperative work,