Online work: Managing conflict and emotions for performance in virtual teams

SummaryThis qualitative study captures the development of conflicts and emotions in virtual teams (VTs) and identifies strategies for preventing escalation of affective conflict to enhance VT performance. Participants were 45 university students organized into eight VTs for a class project. All communication regarding the project was virtual, and the primary data for the study consisted of the verbatim transcripts of 100% of the VT communications. Thematic analysis not only revealed the triggers of conflicts and its associated emotionality in a virtual environment but also the use of emotional regulation and feedback seeking behaviors to manage conflict and negative emotions. Integrating insights from this research with affective events theory, emotional regulation theory and theories of workplace conflict, we create a model for future research regarding the management of emotional reactions to conflict in virtual teams.

► We trace the development of conflicts and emotions in virtual teams.
► Emotions trigger conflict and are indicative of need to progress group development.
► Emotional regulation and feedback seeking are used to manage conflict and emotions.
► Based on results, we model the management of conflict and emotions in virtual teams.