Manual for Students

controlling, confrontational, and solution-oriented conflict management styles. In contrast, people from collectivistic societies tend to be more concerned with preserving group harmony and with saving the other person’s dignity during conflict. They may use a less direct conversational style and may use avoiding and obliging conflict styles instead [21, p. 140]. However, there is some evidence that not all collectivistic societies prefer indirect ways of dealing with conflict. How someone chooses to deal with conflict in any situation depends on the type of conflict and the relationship she or he has with the other person [3, p. 70].

A recent study found that Japanese college students tended to use the avoiding style more often with acquaintances than with best friends in some types of conflicts (conflicts of values and opinions). In contrast, they used the integrating style more with best friends than with acquaintances. In interest conflicts, they used a dominating style more with acquaintances than with best friends [5, p. 101]. This suggests that with out-group members, as with acquaintances, for whom harmony is not as important, the Japanese use dominating or avoiding styles (depending on the conflict type). However, with in-group members like best friends, the way to maintain harmony is to work through the conflict with an integrating style.

7.4 Interpretive and Critical Approaches to Social Conflict

Both the interpretive and the critical approaches tend to emphasize the social and cultural aspects of conflict. In these perspectives, conflict is far more complex than the ways that interpersonal conflict is enacted. It is deeply rooted in cultural differences in the social, economic, and historical contexts.

Socialconflictarisesfromunequal or unjust social relationshipsbetween groups. In social movements, individuals work together to bring about social change. They often use confrontation as a strategy to highlight the injustices of the present system. So, for example, when African American students in Greensboro, North Carolina, sat down at White-only lunch counters in the 1960s, they were pointing out the injustices of segregation. Although the students were nonviolent, their actions drew a violent reaction that, for many people, legitimized the claims of injustice [15].

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Historical and political contexts also are sources of conflict. Many international conflicts have arisen over border disputes. For example, Argentina and the United Kingdom both claimed the Islas Malvinas (or Falkland Islands) in the south Atlantic, which led to a short war in 1982. Disputes between France and Germany over the Alsace-Lorraine region lasted much longer – from about 1871 to 1945. Similar disputes have arisen between Japan and Russia over islands north of Japan. The historical reasons for such conflicts help us understand the claims of both sides. Contextualizing intercultural conflict can help us understand why the conflict occurs and identify ways to resolve those conflicts.

7.4.1 Social Contexts

How we manage conflict may depend on the particular context or situation. For example, we may choose to use an avoiding style if we are arguing with a close friend about serious relational issues in a movie theater. In contrast, we may feel freer to use a more confrontational style at a social movement rally.

Nikki, a student working part-time at a restaurant, recalls an incident involving a large group of German tourists. The tourists thought she had added a 15% tip to the bill because they were tourists; they had not realized that it was the company policy when serving large groups. Nikki explains that she was much more conciliatory when dealing with this group in the restaurant than she would have been in a more social context. She thought the tourists were rude, but she practiced good listening skills and took more of a problem-solving approach than she would have otherwise.

Judith Martin gives the following example of a conflict influenced by a special social context. Jacqueline, from Singapore, is annoyed by Americans who comment on how well she speaks English, because English is her first language even though she is ethnically Chinese. She used to say nothing in response; now sometimes she retorts, “So is yours”, reflecting her struggle against the stereotype that Asians cannot speak English. In this context, the social movement against racism gives meaning to the conflict that arises for Jacqueline.

There is, of course, no comprehensive list of existing social movements. They arise and dissipate, depending on the opposition they

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provoke, the attention they attract, and the strategies they use. As part of social change, social movements need confrontation to highlight the perceived injustice. To understand communication practices such as these, it is important to study their social contexts. Social movements highlight many issues relevant to intercultural interaction.

7.4.2 Economic Contexts

Many conflicts are fueled by economic problems, which may be expressed in cultural differences. Many people find it easier to explain economic troubles by pointing to cultural differences or by assigning blame. For example, in the United States, there are many arguments about limiting immigration, with attention focusing largely on non-European immigrants. Concerns about illegal immigrants from Mexico far overshadow concerns about illegal immigrants from, say, Ireland. And discussions about the contributions to society made by different immigrant groups tend to favor European immigrants. Americans of a French and Dutch ancestries earn less (and therefore contribute less) than U.S. Americans who trace their ancestry to the Philippines, India, Lebanon, China, Thailand, Greece, Italy, Poland, and many other countries [14, p. 390]. And yet we do not hear calls for halting immigration from France or the Netherlands. In what ways is the economic argument really hiding a racist argument?

As the economic contexts change, we see more cultural conflict taking place. The former East Germany, for example, now has many more racially motivated attacks as the region attempts to rebuild its economy. Prejudice and stereotyping that lead to conflict are often due to perceived economic threats and competition. In this sense, economics fuels scapegoating and intercultural conflict and is an important context for understanding intercultural conflict.

7.4.3 Historical and Political Context

There is an English saying Sticks and stones may break my bones, but words will never hurt me. In fact, we know that derogatory words can be a powerful source of conflict. The force that many derogatory words carry comes from their historical usage and the history of oppression

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to which they refer. Much of our identity comes from history. It is only through understanding the past that we can understand what it means to be members of particular cultural groups.

Sometimes identities are constructed in opposition to or in conflict with other identities. When people identify themselves as members of particular cultural groups, they are marking their difference from others. These differences, when infused with historical antagonism, can lead to conflicts. Consider, for example, the conflict in Bosnia-Herzegovina.These did not emerge from interpersonal conflicts among the current inhabitants but rather, in large part, reflect centuries-old antagonisms between cultural groups. The contemporary participants are caught in a historical web that has pitted cultural identities against one another.

These dynamics are at work all around the world. Historical antagonisms become part of cultural identities and practices that place people in positions of conflict. Whether in the Middle East, Northern Ireland, Rwanda, Uganda, Nigeria, Sri Lanka, East Timor, Kosovo, or Chechnya, these historical antagonisms lead to various forms of conflict.

When people witness conflict, they often assume that it is caused by personal issues between individuals. By reducing conflict to the level of interpersonal interaction, we lose sight of the larger social and political forces that contextualize these conflicts. People are in conflict for reasons that extend far beyond personal communication styles.

7.5Managing Intercultural Conflict

7.5.1Productive versus Destructive Conflict

One way to think about conflict across cultures is in terms of what is more or less successful conflict management or resolution. Given all of the variations in how people deal with conflict, what happens when there is conflict in intercultural relationships? Scholar DavidAugsburger suggests that productive intercultural conflict is different from destructive conflict in four ways. First, in productive conflict, individuals or groups narrow the conflict in terms of definition, focus, and issues. In destructive conflict, they escalate the issues or negative attitudes. For example, if a partner says, “You never do the dishes” or “You always put

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me down in front of my friends”, the conflict is likely to escalate. Instead, the partner could focus on a specific instance of being put down.

Second, in productive conflict, individuals or groups limit conflict to the original issue. In destructive conflict, they escalate the conflict from the original issues, with any aspect of the relationship open for reexamination. For example, guests on talk shows about extramarital affairs might initially refer to a specific affair and then expand the conflict to include numerous prior arguments.

Third, in productive conflict, individuals or groups direct the conflict toward cooperative problem solving. For example, a partner may ask, “How can we work this out?” In contrast, in destructive conflict, strategies involve the use of power, threats, coercion, anddeception. For example, an individual might threaten his or her partner: “Either you do what I want, or else”. Finally, in productive conflict, individuals or groups trust leadership that stresses mutuallysatisfactory outcomes. In destructive conflict, theypolarize behind single-minded and militant leadership [2, p. 69].

7.5.2 Competition versus Cooperation

As you can see, the general theme in destructive conflict is competitive escalation, often into long-term negativity. The conflicting parties have set up a self-perpetuating, mutually confirming expectation. “Each is treating the other badly because it feels that the other deserves to be treated badly because the other treats it badly and so on” [7, p. 41].

The researcher further questions how can individuals and groups promote cooperative processes in conflict situations. The general atmosphere of a relationship will promote specific processes and acts [ibid.]. For instance, a competitive atmosphere will promote coercion, deception, suspicion, and rigidity, and lead to poor communication. In contrast, a cooperative atmosphere will promote perceived similarity, trust, and flexibility, and lead to open communication. The key is to establish a positive, cooperative atmosphere in the beginning stages of the relationship or group interaction. It is much more difficult to turn a competitive relationship into a cooperative one once the conflict has started to escalate.

Essential to setting a cooperative atmosphere is exploration. Whereas competition often relies on argumentation, cooperation relies on

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exploration. Exploration may be done in various ways in different cultures, but it has several basic steps. The parties must first put the issue of conflict on hold and then explore other options or delegate the problem to a third party. Blaming is suspended, so it is possible to generate new ideas or positions. “If all conflicting parties are committed to the process, there is a sense of joint ownership of the recommended solution. Moving toward enemies as if they were friends exerts a paradoxical force on them and can bring transcendence” [10, p. 59].

However, exploration does not have to be logically consistent or rational. As Augsburger points out, “Exploration can be provocative, speculative, and emotional” [2, p. 61]. It should encourage individuals to think of innovative and interesting solutions to the conflict at hand.

7.5.3 Dealing with Conflict

There are no easy answers in dealing with intercultural conflict. Sometimes, we can apply the principles of dialectics; other times, we may need to step back and show self-restraint. Occasionally, though, it may be more appropriate to assert ourselves and not be afraid of strong emotion. Here, David Augsburger offers seven suggestions for dealing with conflict [2]:

–stay centered and do not polarize;

–maintain contact;

–recognize the existence of different styles;

–identify your preferred style;

–be creative and expand your style repertoire;

–recognize the importance of conflict context;

–be willing to forgive.

Let us look at these guidelines in more detail.

Stay Centered and Do Not Polarize. It is important to move beyond traditional stereotypes and either-or thinking. David Augsburger elaborates on this approach to dealing with conflict: “Immediately challenge the intrusion of either-or thinking, traditional stereotypes, and reductionists explanations of the other’s motives as simple while seeing your own as complex. Sustain the conflicting images of reality, one from the antagonist and one of your own, in parallel co-existence within your mind. Be open

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to a third, centered perspective that may bring a new synthesis into view” [2, p. 66]. The parties involved must practice self-restraint. it is okay to get angry, but it is important to move past the anger and to refrain from acting out feelings.

Maintain Contact. This does not mean that the parties have to stay in the conflict situation – sometimes it is necessary to step away for a while. However, the parties should not cut off the relationship. They should attempt a dialogue rather than isolate themselves from each other or engage in fighting. Dialogue differs from normal conversation in that it is slow, careful, full of feelings respectful and attentive. This movement toward an apparently opposing viewpoint must be learned; few develop this approach to others without a deep sense of the importance of each human being, and a belief in collaboratively searching for new solutions that honor each person.

Dialogue is possible only between two persons or two groups whose power relationship is more or less in balance. Dialogue offers an important opportunity to come to a richer understanding of intercultural conflicts and experiences.

John, a student of American college, experienced an intercultural conflict in an accounting class in which his maintaining contact paid off. He was placed in a group with three Japanese students who were all friends. He recalls: Right from the beginning things were quite awkward; their mathematics abilities far exceeded mine. After only two days, they had met twice without me and completed part of the assignment. I had been left out of the decision-making process.

Rather than avoiding the problem, however, he decided to invite them all over to his house to talk about the project. Everyone was able to loosen up and discuss what had gone wrong, and the conflict was handled productively: Although I was unhappy with the way things went during the earlier parts of the project, the end result was three new acquaintances and an A in accounting’.

Recognize the Existence of Different Styles. Conflict is often exacerbated because of the unwillingness of partners to recognize management style differences. Communication scholar Barbara Speicher analyzes a conflict that occurred between two student leaders on the same committee: the chair, Peter, an African American male, and Kathy,

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a European American female who was president of the organization. The two had a history of interpersonal antagonism. They disagreed on how meetings should be run and how data should be collected in a particular project they were working on. They interviewed the other participants afterwards and learned that most thought the conflict was related mainly to the interpersonal history of the two and to the issue at hand, but not to either race or gender.

Part of the problem is due to differences in perceptions of rationalism and emotionalism. In Western thought, these two behaviors often are seen as mutually exclusive. But this is not so in Afrocentric thinking. Peter believed that he was being rational, giving solid evidence for each of his claims, and also being emotional. To his Eurocentric colleagues, his high affect seemed to communicate that he was taking something personally, that his vehemence precluded rationality or resolution. Speicher suggests that perhaps we need to rethink the way we define conflict competence. From an Afrocentric point of view, one can be emotional and rational and still be deemed competent.

In this particular case failure to recognize cultural differences led to a negative evaluation of an individual. The problems that emerged in this exchange were attributed almost exclusively to Peter’s behavior. The evaluation was compounded by the certainty on the part of the European Americans, as expressed in the interviews, that their interpretation was the correct one, a notion reinforced by the Eurocentric literature on conflict.

In the opinion of Pike and Sillars, this particular combination of differing but complementary styles often results in damaged relationships and frozen agendas – the rational / avoiding – emotional / confronting “dance”. For example, two people with assertive emotional styles may understand each other and know how to work through the conflict. Likewise, things can work for if both people avoid open conflict, particularly in long-term committed relationships [16]. Jointly, avoiding conflict does not necessarily mean that it goes away, but it may give people time to think about how to deal with the conflict and talk about it.

Identify Your Preferred Style. Although people may change their way of dealing with conflict based on the situation and the type of conflict, most tend to use the same style in most situations. For example, Susan and George both prefer an avoiding style. If they are pushed into conflict

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or feel strongly that they need to resolve a particular issue, they can speak up for themselves. However, they both prefer more indirect means of dealing with current and potential conflicts. They often choose to work things out on a more personal, indirect level. It is also important to recognize which conflict styles “push your conflict button”. Some styles are more or less compatible. It is important to know which styles are congruent with your own.

Be Creative and Expand Your Style Repertoire. If a particular way of dealing with conflict is not working, be willing to try a different style. Of course, this is easier said than done. As conflict specialists William Wilmot and Joyce Hocker explain, people often seem to get “frozen” into a conflict style. For example, some people consistently deny any problems in a relationship, whereas others consistently escalate small conflicts into large ones.

There are many reasons for getting stuck in a conflict management style, according to Wilmot and Hocker. The style may have developed during a time when the person felt good about himor herself – when the particular conflict management style worked well. Consider, for example, the high school athlete who develops an aggressive style on and off the playing field – a style that people seem to respect. A limited repertoire may be related to gender differences. Some women get stuck in an avoiding style, whereas some men get stuck in a confronting style. A limited repertoire also may come from cultural background – a culture that encourages confronting conflict or a culture that rewards avoiding conflict. A combination of these reasons is the likely cause of getting stuck in the use of one conflict management style.

In most aspects of intercultural communication, adaptability and flexibility serve us well – and conflict communication is no exception. This means that there is no so-called objective way to deal with conflict. Many times, as in other aspects of relationships, it is best simply to listen and not say anything. One strategy that mediators use is to allow one person to talk for an extended time while the other person listens.

Recognize the Importance of Conflict Context. As noted earlier in this chapter, it is important to understand the larger social, economic, political, and historical contexts that give meaning to many types of conflict. Conflict arises for many reasons, and it is misleading to think that all

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conflict can be understood within the interpersonal context alone. People often act in ways that cause conflict. However, it is important to let the context explain the behavior as much as possible. Otherwise, the behavior may not make sense. Once you understand the contexts that frame the conflict, whether cultural, social, historical, or political, you will be in a better position to understand and conceive of the possibilities for resolution.

Be Willing to Forgive. A final suggestion for facilitating conflict, particularly in long-term relationships, is to consider forgiveness. This means letting go of – not forgetting – feelings of revenge [13, p. 279]. This maybe particularly useful in intercultural conflict.

Teaching forgiveness between estranged individuals is as old as recorded history; it is present in every culture and is part of the human condition. Forgiveness can be a healthy reaction. Psychologists point out that blaming others and feeling resentment lead to a victim mentality. And a lack of forgiveness may actually lead to stress, burnout, and physical problems [ibid.].

There are several models of forgiveness. Most include the acknowledgement of feelings of hurt and anger and a need for healing. In a forgiveness loop, forgiveness is seen as socially constructed and based in communication. If someone is in a stressed relationship, he or she can create actions and behaviors that make forgiveness seem real; then he or she can communicate this to the other person, enabling the relationship to move forward.

Forgiveness may take a long time. It is important to distinguish between what is forgiveness and what is not, because false forgiveness can be self-righteous and obtrusive; it almost nurtures past transgression. As writer Roxane Lulofs explains, “… forgiveness is not simply forgetting that something happened. It does not deny anger. It does not put us in a position of superiority. It is not a declaration of the end of all conflict, of ever risking again with the other person (or anybody else). It is not one way. We do not forgive in order to be martyrs to the relationship. We forgive because it is better for us and better for the other person. We forgive because we want to act freely again, not react out of past pain. It is the final stage of conflict and is the one thing that is most likely to prevent repetitive, destructive cycles of conflict” [13, p. 283 – 284].

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