影響團隊衝突產生之關鍵因素

現今環境變動快速且劇烈，企業面對如此問題，透過組織將不同的人才與特質的人組織成團隊，然而團隊或組織中，管理者最擔心與不想發生的就是衝突，對於管理者來說，能避免產生團隊衝突就避免，不論是這個衝突是否會影響團隊運行，還是這個衝突會激起團隊不一樣的火花，進而提升團隊的效率等。近年有關於團隊衝突的議題中，已有不少得研究者提出影響團隊衝突產生的因素，不論是團隊中成員來自不同的工作單位、生長背景、教育背景等，而導致團隊成員的認知與價值觀不同，還是在團隊任務中，因為成員彼此專業知識的不同，導致在溝通上出了問題，與其他成員進行爭執，又或是因為彼此在團隊中扮演的角色不同，對於事情的看法也隨之不同，因此爭吵起來，這些種種許多的導致團隊產生衝突的因素，不僅影響到團隊之間和諧的氣氛，影響大的話甚至到團隊成員之間彼此互相的信任，因為影響團隊產生衝突的因素不僅來自個人層面，也可能來自團體層面等，故在過去探討此部份的因素變得十分複雜，因此本研究透過德爾菲法問卷，運用以決策實驗室分析法為基礎的網路程序分析法(DEMATEL-based ANP, DANP)篩選出影響團隊衝突產生的關鍵因素。本研究結果發現「溝通不良」與「認知差距」為影響團隊衝突發生的源頭關鍵因素，理解溝通在團隊中是一種過程，但因如此，溝通是否為有效會影響團隊，且「認知差距」這個關鍵因素和「溝通不良」有著相互影響的關係，代表團隊中的成員認知與價值觀不同時，不僅會影響到衝突的產生，甚至也會影響到溝通的部份。由因果圖可得知，影響團隊衝突產生的關鍵因素源頭為「認知差距」與「溝通不良」，團隊管理者可以考慮從此下手進行改善，以降低團隊衝突產生。團隊透過成員自身的改善，和管理者帶領團隊時，給予團隊成員共同的目標，使全體朝著共同目標前進，且接納不同的意見，並加以整理，促使團隊前進。

關鍵字

衝突；團隊衝突；組織衝突； DANP。

並列摘要

Environment changes quickly and fiercely now. Enterprises face such problems and organize different talents and traits into groups through organizations. However, in teams or organizations, managers are most worried about conflicts with what they don't want. For managers, Can avoid team conflicts to avoid, whether this conflict will affect the team's operation, or this conflict will inspire a different spark of the team, and thus improve the efficiency of the team. In recent years, there have been many researchers on the issue of team conflicts, which have caused factors affecting team conflicts, whether the members of the team come from different work units, growth background, educational background, etc., which leads to cognition and values of team members. Different, or in the team task, because the members have different professional knowledge, which leads to problems in communication, disputes with other members, or because they play different roles in the team, the opinions on things are also followed. Different, so quarreling, many of these factors that lead to team conflicts not only affect the harmonious atmosphere between the teams but also affect the trust of the team members, because the factors that affect the team conflict not only come from At the individual level, it may also come from the group level. Therefore, the factors that explore this part in the past have become very complicated. Therefore, this study uses the Delphi method to analyze the network program analysis based on the decision-making laboratory analysis method (DEMATEL-based ANP, DANP) key screened affects the team due to conflicts. The results of this study found that "communication insufficiency" and "cognitive disparity" are the key factors influencing the occurrence of team conflicts. Understanding communication is a process in the team, but because of this, whether the communication is effective will affect the team, and the "cognitive gap" The key factors and "communication insufficiency" have an interactive relationship. When the members' perceptions and values are different, they will not only affect the conflict, but also communication. It can be seen from the causal effect diagram that the key factors affecting team conflicts are the “cognitive gap” and “communication insufficiency”. Team managers can consider improving from this point to reduce team conflicts. Through the improvement of the members themselves and the leadership of the team, the team gives the team members a common goal, moving the whole toward a common goal, accepting different opinions, and organizing them to advance the team.