To Talk or Text? Navigating Conflict Resolution Strategies through Digital and Face to Face Communication in the Workplace

Abstract

This qualitative study explored how digital natives and digital immigrants navigate conflict resolution strategies using the different modes of communication in the workplace. It addressed the generational digital gap between these two groups, specifically in how they handle conflict, and how this affects conflict outcomes, employee relationships, and collaboration in the workplace. Through semi-structured interviews with ten participants from different corporate backgrounds and generations, this study aimed to understand each generation’s preferences, and how these affect conflict outcomes. By integrating Media and Richness Theory, Uses and Gratifications Theory, and Conflict Resolution Theory into a unified theoretical framework, the study sought to answer the research question: “How do Digital Natives and Digital Immigrants Navigate Conflict Resolution Strategies using different Modes of Communication in the Workplace?” The research identified different communication preferences and barriers between digital natives and digital immigrants. Both groups expressed a willingness to adjust to the other group’s needs and recognized the value of collaboration in their work. This study provided valuable insights into how communication preferences influence clarity and efficiency in the workplace, as well as the importance of organizational understanding and support in bridging the communication gap. Recommendations included organizing training and mentorship programs and establishing clear communication policies to foster a culture of collaboration.