職場衝突對團隊績效的影響-以媒體同步理論做調節變數

The Study of the Relationships between Workplace Conflict and Team Performance – take Media Synchronicity Theory as the Moderating Factor

莊許瑞(Hsu-Jui Chuang)

指導教授 ： Fang ； Wen-Chang

國立臺北大學/商學院/企業管理學系/碩士(2015年)

摘要

早期對衝突的看法是假設所有的衝突是壞的且應該避免的。這種衝突的觀點失寵很長一段時間，因為研究人員瞭解到，一定程度的衝突是不可避免的。後來西方學者的研究提出了衝突的交互作用觀點，即鼓勵衝突的發生。理由是因為一個寧靜、平和、和諧及合作的團隊最後容易對變革和創新的需求傾向靜懿，冷淡和感覺遲鈍的態度。而適量的衝突可以為團隊帶來刺激，激發出不同以往的新思維。
儘管不少研究把焦點放在衝突對團隊績效的影響，但針對團隊溝通過程調節衝突對團隊績效的研究卻是不多。學者基於媒體豐富理論的觀點擴充提出的媒體同步理論提到媒體能力跟工作上的溝通需的配適可以影響溝通媒體的選用，跟著影響溝通績效，進而影響工作績效。而工作績效則跟團隊績效息息相關，是其中重要的一環。因此本研究假定不同的溝通媒體所帶來的媒體能力可以適度調節衝突對團隊績效的影響。以溝通過程及媒體能力做為調節變項,透過不同溝通媒體所帶出來的傳達及整合溝通過程的操作，來了解溝通過程對職場衝突的調節作用。
本研究意欲探索現代溝通媒體的使用並想了解其在組織中的表現。這項研究的結果打算找出來(1)不同性質的衝突是否影響團隊績效，(2)不同溝通過程是否會調節衝突和團隊績效之間的關係。

關鍵字

媒體同步理論 ； 溝通過程 ； 團隊績效 ； 任務衝突 ； 關係衝突

並列摘要

The early approach to conflict assumed all conflict was bad and to be avoided. This view of conflict fell out of favor for a long time as researchers came to realize that some level of conflict was inevitable. Then there comes the interactionist view of conflict that encourages conflict on the grounds that a tranquil, peaceful, harmonious and cooperative group is prone to becoming static, unresponsive and apathetic to needs for change and innovation. The appropriate amount of conflict can bring incentives for teams, stimulate new thinking.
Although a significant amount of research has focused on influences of conflicts on group performance, not much study precisely examine the effects of communication process in moderating the influence that different type of conflict brings to group performance. The scholar extend the media richness theory to formulate a media synchronicity theory propose that the fit of media capabilities to the communication needs of the task influence the appropriation and use of media, which in turn influence communication performance then task performance. The task performance is closely linked with the team performance, it is an important part. Therefore, this study assumes different media capability brings from various media are able to appropriately regulate the impact of conflict on team performance. Take communication process and media capability as the moderation variables, to understand the moderating effect of communication process through the conveyance and convergence processes bring from different communication media to workplace conflict.
This study offers a novel exploration of the understanding of contemporary communications media usage and its performance in organizations. The findings from this study of intend to find out (1) does distinct of conflict affect group performance, (2) was the relation between conflicts and group performance moderated by communication processes.

並列關鍵字

Communication process ； Group performance ； Task conflict ； Relationship conflict ； Media synchronicity theory

參考文獻

3. 鄭弘岳（2003）。組織內衝突與衝突管理研究之回顧與前瞻。應用心理研究，(20)，53-82。

1. Amason, A. C. (1996). Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: Resolving a paradox for top management teams. Academy of Management Journal, 39(1), 123-148.

2. Amason, A. C., & Schweiger, D. M. (1994). Resolving the paradox of conflict, strategic decision making, and organizational performance. International Journal of Conflict Management, 5(3), 239-253.

3. Amason, A. C., & Schweiger, D. M. (1997). The Effects of Conflict on Strategic Decision Making Effectiveness and Organizational. Using conflict in organizations, 101.

4. Ayoko, O. B., Callan, V. J., & Härtel, C. E. (2008). The influence of team emotional intelligence climate on conflict and team members' reactions to conflict. Small Group Research, 39(2), 121-149.