Managing conflict in global virtual teams: a study in cultural intelligence

Global Virtual Teams (GVTs) based projects provide a robust experiential learning environment to develop and enhance the global mind set and workforce readiness of dispersed teams. Yet, this learning environment can be negatively impacted by inherent team conflict, as described in this study through an incident that emerged in an online student collaboration platform (X-Culture). We view this incident through the lens of cultural intelligence and recommend that the design of pedagogy and interventions around GVST interactions can greatly improve the metacognitive intelligence of each participant and enhance the likelihood of successful GVT engagement through active conflict resolution. Key communications, informant interviews, e-mails and web board discussions were triangulated to demonstrate that lack of cultural intelligence and trust are the genesis of conflict between team members in multicultural GVTs. We conclude with recommendations for pedagogical and managerial practice that include pre-engagement preparatory development for GVTs.