The role of emotions and emotion management in destructive and productive conflict in culturally heterogeneous workgroups

One of the major changes facing organizations in the twenty-first century is the prevalence of culturally heterogeneous workgroups (CHWs). Although the diversity literature suggests that diverse workgroups can be more innovative and better problem solvers than homogeneous groups, it also acknowledges that diverse workgroups often fail to achieve this potential because of task and emotional conflict. The kinds of conflict that are generated in CHW s and leader and member responses to them lack thorough documentation in the literature. This chapter examines the emotions experienced with conflict in diverse workgroups and the ways in which group members and leaders respond to conflict-related emotions. We conclude with recommendations to assist organizations in improving the suitability of their management practices for a diverse workplace