The relevance of communication media in conflict contexts and their effectiveness: A negotiation experiment

Abstract

Conflict negotiation is a communication process in which participants exchange huge amounts of cognitive and emotional information interactively to achieve a mutually acceptable solution regarding previous inconsistency. The present paper approaches this issue from the perspective of intervention in emotional negotiation by examining the moderating effect of communication media on the relationships between conflict contexts and their effectiveness. Given the different effectiveness of emotional delivery between face-to-face communication and computer-mediated communication, we hypothesize that the choice of communication media will ultimately affect negotiation effectiveness. A negotiation experiment was designed to test our research hypotheses. We find that face-to-face communication functions effectively in the functional conflict context, whereas computer-mediated communication functions effectively in dysfunctional conflict context. (C) 2016 Elsevier Ltd. All rights reserved.