As we saw last time, toxic conflict in virtual teams can arise from the nature of the virtual environment, because in the virtual environment, we sometimes engage in behavior that we self-inhibit when we interact face-to-face (F2F). One factor contributing to this phenomenon is that the virtual environment supports only a weakened form of the connection between our personhood and our actions. In his study of online behavior, psychologist John Suler calls this mechanism dissociative anonymity an element of what he calls the online disinhibition effect.
Suler identifies another mechanism that he calls minimizing authority. Briefly, in the virtual environment, differences in personal status are not as evident as they are F2F, which can encourage behavior in the virtual environment that would be rare F2F. A familiar example is the stream of sometimes-disrespectful email messages that CEOs receive from people all through their organizations. Minimizing authority contributes to the online disinhibition effect by suppressing the inhibitions people have about addressing the CEO, and in what manner they address him or her.
Within virtual teams, minimizing authority has analogous consequences. Here are three examples.
- Ineffective facilitation
- An effective facilitator can impose order F2F with presence alone. Sidebars and interruptions are rare. In the virtual environment, especially one that lacks video, facilitators have much more difficulty maintaining order on the basis of presence, because projecting one's presence is difficult. Muting everyone except the recognized contributor does help, but the meeting pays a price for this in terms of spontaneity and the inability to interrupt legitimately, as one might do for a process question.
- Ineffective project leadership
- Although project managers generally lack formal authority over the members of teams they lead, they do have some authority within the project context. They can use that authority, their personal relationships, and their personal presence to craft a microculture that enables team success. But in the virtual environment, the phenomenon of minimizing authority makes this more difficult. Progress suffers.
- Minimizing subordination
- Minimizing authority In the virtual environment, especially
one that lacks video, facilitators
have difficulty maintaining order
on the basis of presencein the virtual environment also affects those with authority, whose perceptions of their own authority are based, in part, on their experiences of others' perceptions of them. In the virtual environment, since the perceptions of others are affected by minimizing authority, those with authority sometimes see themselves as less authoritative. Moreover, when others behave in a manner that in real life would be viewed as challenging to authority, those with authority can experience a feeling of being disrespected. This can be upsetting, leading to misjudgments, miscommunications, and misbehavior on the part of those with authority.
Loss of effective facilitation, loss of effective leadership, and feeling disrespected make the virtual environment vulnerable to toxic conflict. We'll continue this exploration next time. First in this series | Next in this series Top Next Issue
For more on Suler's work, visit his Web site. For a lighter look at email in particular, see Daniel Goleman's article, "Flame First, Think Later: New Clues to E-Mail Misbehavior," from The New York Times, February 20, 2007.
Are you fed up with tense, explosive meetings? Are you or a colleague the target of a bully? Destructive conflict can ruin organizations. But if we believe that all conflict is destructive, and that we can somehow eliminate conflict, or that conflict is an enemy of productivity, then we're in conflict with Conflict itself. Read 101 Tips for Managing Conflict to learn how to make peace with conflict and make it an organizational asset. Order Now!
Your comments are welcomeWould you like to see your comments posted here? rbrenFlODIecLgBaPJpNsner@ChacFweCsqVUmUiDlyLuoCanyon.comSend me your comments by email, or by Web form.
About Point Lookout
Thank you for reading this article. I hope you enjoyed it and found it useful, and that you'll consider recommending it to a friend.
Support Point Lookout by joining the Friends of Point Lookout, as an individual or as an organization.
Do you face a complex interpersonal situation? Send it in, anonymously if you like, and I'll give you my two cents.
More articles on Conflict Management:
- You and I
- In tense discussions, the language we use often contributes to the tension. If we can transform the
statements we make about each other into statements about ourselves, we can eliminate an important source
of tension and stress.
- Dismissive Gestures: II
- In the modern organization, since direct verbal insults are considered "over the line," we've
developed a variety of alternatives, including a class I call "dismissive gestures." They
hurt personally, and they harm the effectiveness of the organization. Here's Part II of a little catalog
of dismissive gestures.
- Responding to Threats: II
- When an exchange between individuals, or between an individual and a group, goes wrong, threats often
are either the cause or part of the results. If we know how to deal with threats — and how to
avoid and prevent them — we can help keep communications creative and constructive.
- Workplace Bullying and Workplace Conflict: II
- Of the tools we use to address toxic conflict, many are ineffective for ending bullying. Here's a review
of some of the tools that don't work well and why.
- Face-Off Negotiations
- In difficult face-to-face negotiations — or any face-to-face negotiations — seating arrangements
do matter. Here's an exploration of one common seating pattern.
Forthcoming issues of Point Lookout
- Coming May 2: Narcissistic Behavior at Work: VII
- Narcissistic behavior at work prevents trusting relationships from developing. It also disrupts existing relationships, and generates toxic conflict. One class of behaviors that's especially threatening to relationships is disregard for the feelings of others. In this part of our series we examine the effects of that disregard. Available here and by RSS on May 2.
- And on May 9: Unethical Coordination
- When an internal department or an external source is charged with managing information about a large project, a conflict of interest can develop. That conflict presents opportunities for unethical behavior. What is the nature of that conflict, and what ethical breaches can occur? Available here and by RSS on May 9.
I offer email and telephone coaching at both corporate and individual rates. Contact Rick for details at rbrenPcQTjesBZBTEPBsbner@ChacWDODbatzvmkjussZoCanyon.com or (650) 787-6475, or toll-free in the continental US at (866) 378-5470.
Get the ebook!
Past issues of Point Lookout are available in six ebooks:
- Get 2001-2 in Geese Don't Land on Twigs (PDF, USD 11.95)
- Get 2003-4 in Why Dogs Wag (PDF, USD 11.95)
- Get 2005-6 in Loopy Things We Do (PDF, USD 11.95)
- Get 2007-8 in Things We Believe That Maybe Aren't So True (PDF, USD 11.95)
- Get 2009-10 in The Questions Not Asked (PDF, USD 11.95)
- Get all of the first twelve years (2001-2012) in The Collected Issues of Point Lookout (PDF, USD 28.99)
Are you a writer, editor or publisher on deadline? Are you looking for an article that will get people talking and get compliments flying your way? You can have 500 words in your inbox in one hour. License any article from this Web site. More info
- The Power Affect: How We Express Our Personal Power
- Many people who possess real organizational power have a characteristic demeanor. It's the way they project their presence. I call this the power affect. Some people — call them power pretenders — adopt the power affect well before they attain significant organizational power. Unfortunately for their colleagues, and for their organizations, power pretenders can attain organizational power out of proportion to their merit or abilities. Understanding the power affect is therefore important for anyone who aims to attain power, or anyone who works with power pretenders. Read more about this program.