Conflict Resolution in Intercultural Business Contexts: An Interdisciplinary and Reflective Framework

This paper adopts an interdisciplinary and reflective framework and aims to analyze the parameters and factors involved in conflicts arising in intercultural business settings, such as those of firms employing a diverse workforce, involving people of different cultural backgrounds. First, it presents the main concerns that need to be examined in a negotiation or mediation process (outcome vs. relationship) and proposes approaches and strategies for the resolution of major or minor disputes, to minimize costs and “side effects”. Secondly, based on conflict case scenarios involving intercultural interaction, the paper aims to illustrate the link between the negotiation approaches adopted, the participants’ emotional state, and their verbal and non-verbal communication skills. Finally, it aims to bring to the surface the importance of maintaining a communication climate promoting collaboration and establishing “rapport” to pursue an interests-based, integrative negotiation (win-win). Thus, it becomes evident that in the context of today’s globalized enterprises, it is essential, on the one hand, to take into account the increased need for effective intercultural communication (and, sometimes, mediation) and, on the other, to adopt appropriate approaches and strategies to ensure positive and mutually acceptable outcomes by adhering to a reflective model of thinking. Based on the findings and suggestions of the paper, it is proposed that training in conflict resolution strategies aiming for “integrative” outcomes (by applying the proposed CIIS framework as a pilot) should become a component of corporate policies and business communication, given also that migration flows are constantly changing workforce composition.