Managing generational workplace conflict: Exploring Morton Deutsch’s theory of cooperation and competition for impactful alternatives to conflict resolution

Generational diversity is a reality of today’s workforce. Unique historical events, age location, and social experiences of four generations of employees in the workforce today has influenced differences in values, attitudes, life experiences and beliefs. Workplace conflicts between Traditionalist, Baby Boomers, Generation X and Generation Y exist when these differences in values, attitudes, life experiences and beliefs are not understood or managed. Failure to address, what Morton Deutsch called “destructive conflict,” can lead organizations to have “increased turnover, loss of productivity, derailed careers, higher payroll and training costs, poor customer service and stress-related reactions” (Sedrak and Cahill, 2011, p. 34). The persuasiveness and intensity of destructive conflict can destroy an organization from within. Generations are competing for resources that make the need for constructive conflict resolutions an imperative today in a complex global work environment. Managers who can effectively manage generational personalities and generational conflict can create an environment conducive to each generation’s unique strengths. Such intentional efforts should increase the chances of organizational success. While much has been written about generational traits and characteristics, not much scholarly information is specifically available regarding generational conflict. This dissertation explores the topic by examining generational differences and the nature of conflict that typify those differences. As leaders identify strengths and weaknesses of each generation, managers are better able to understand each generation. As an understanding is gained, the leader can create an environment conducive to each generation’s unique strengths; leaders can reap the benefits and increase the chances of successful completion of projects and organizational success.Running Head: MANAGING GENERATIONAL WORKPLACE CONFLICT Managing Generational Workplace Conflict: Exploring Morton Deutsch’s Theory of Cooperation and Competition for Impactful Alternatives to Conflict Resolution Priscilla Ann Lewis A Thesis Submitted to the Graduate Faculty Of University of Maryland University College in Partial Fulfillment of The Requirements for the Degree Of Doctor of Management Doctoral Committee: Professor Winters Professor Hadary MANAGING GENERATIONAL WORKPLACE CONFLICT 1 ABSTRACT Generational diversity is a reality of today’s workforce. Unique historical events, age location, and social experiences of four generations of employees in the workforce today has influenced differences in values, attitudes, life experiences and beliefs. Workplace conflicts between Traditionalist, Baby Boomers, Generation X and Generation Y exist when these differences in values, attitudes, life experiences and beliefs are not understood or managed. Failure to address, what Morton Deutsch called “destructive conflict,” can lead organizations to have “increased turnover, loss of productivity, derailed careers, higher payroll and training costs, poor customer service and stress-related reactions” (Sedrak and Cahill, 2011, p. 34). The persuasiveness and intensity of destructive conflict can destroy an organization from within. Generations are competing for resources that make the need for constructive conflict resolutions an imperative today in a complex global work environment. Managers who can effectively manage generational personalities and generational conflict can create an environment conducive to each generation’s unique strengths. Such intentional efforts should increase the chances of organizational success. While much has been written about generational traits and characteristics, not much scholarly information is specifically available regarding generational conflict. This dissertation explores the topic by examining generational differences and the nature of conflict that typify those differences. As leaders identify strengths and weaknesses of each generation, managers are better able to understand each generation. As an understanding is gained, the leader can create an environment conducive to each generation’s unique strengths; leaders can reap the benefits and increase the chances of successful completion of projects and organizational success. MANAGING GENERATIONAL WORKPLACE CONFLICT 2 Keywords: generations, multigenerational, conflict and tension, generational conflict, generational differences, values, motivation, organizational commitment, destructive and constructive conflict, cooperative and competitive conflict, Morton Deutsch’s “crude theory of social relations.” MANAGING GENERATIONAL WORKPLACE CONFLICT 3 ACKNOWLEDGEMENT “Since the general or prevailing opinion on any subject is rarely or never the whole truth, it is only by the collision of adverse opinion that the remainder of the truth has any chance of being supplied.” - John Stuart Mill I acknowledge that in the pursuit of this journey, I truly know the completion of this dissertation could not happen alone and it took the support of special people. The completed dissertation holds more than the culmination of years of intense and rigorous study. This dissertation reflects the relationships from two very important, very generous, and inspiring dissertation advisors and other University of Maryland University College (UMUC) faculty and staff that guided me throughout the dissertation journey, even when I could not see the end product. To my dissertation advisor Dr. Sharon Hadary thanks for your encouraging words, thoughtful criticism, and time management skills. To my main dissertation advisor Dr. Dennis Winters, there are no words to describe how your guidance made completing the dissertation possible. I thank you for demonstrating that reflective thought along with rigorous scholarship results in an intellectual body of work of significance. We have proven that different generations can not only work and learn from each other, but laugh together. Your actions provided me with a wider breath of reflective thinking about generational conflict and conflict utilization than I could have never imagined alone. I simply say, I am grateful beyond words for your tutelage, guidance, encouragement and support. I would also like to thank the UMUC Doctor of Management faculty and staff for creating an incredible knowledge opportunity and rewarding experience. MANAGING GENERATIONAL WORKPLACE CONFLICT 4 DEDICATION "The value of a man resides in what he gives and not in what he is capable receiving." - Albert Einstein As I draw closer to the completion of a personal milestone, I appreciate the unwavering support of my family and friends. My faith in God strengthens me and I believe that through a Divine Presence, the opportunity for me to succeed in life continues to manifest in divine time. While the completed dissertation is dedicated to several – my Mom, Dad, family and friends, there are specific lessons learned during my personal maturation process that help to shape my thinking. I realized the importance of perseverance and tenacity from my Mom, who survived a head-on car collision when I was just nine years old. I watched as she continued to raise eight children, while my Dad was on active duty in the U.S. Army. We were raised in rural Virginia where access to equal education for minority students was often a challenge, but I watched as my Mom made this a priority and maintained her position against several odds in order for us to experience the same opportunities as other children. Although my Dad passed away when I was 12 years old, he instilled the value of education and how it is a pivotal path to a better life and how education helps create opportunities to be successful. My professional experiences and graduate work are a reflection of how I choose to honor his legacy. I offer special thanks to my siblings and friends whose belief in me was a gentle reminder that I have been given a tremendous opportunity (blessing) to make a contribution and have a positive impact on the world. It would not have been possible for me to complete my dissertation without your support. MANAGING GENERATIONAL WORKPLACE CONFLICT 5 TABLE OF CONTENTS Abstract ............................................................................................................................... 1 Acknowledgement .............................................................................................................. 3 Dedication.......................................................................................................................... 4 Table of Contents................................................................................................................ 5 List of Tables and Figures................................................................................................. 10 CHAPTER I: INTRODUCTION ................................................................................ 12 Overview......................................................................................................................... 12 Statement of Problem........................................................................................................ 16 Definition of Terms........................................................................................................... 21 Generational Cohort.................................................................................................... 22 Generational Scope ..................................................................................................... 22 Traditionalists ............................................................................................................. 22 Baby Boomers............................................................................................................. 23 Generation X............................................................................................................... 23 Generation Y............................................................................................................... 23 Conflict ....................................................................................................................... 24 Generational Conflict.................................................................................................. 25 Conflict Utilization ..................................................................................................... 25 Workplace Values....................................................................................................... 25 Research Questions........................................................................................................... 25 Value to Field of Management ......................................................................................... 26 Research Expectations/Assumptions ................................................................................ 28 Chapter Summary ............................................................................................................. 29 Dissertation Organization ................................................................................................. 31 CHAPTER II: LITERATURE REVIEW................................................................... 34 Introduction...................................................................................................................... 34 Theoretical Lenses ............................................................................................................ 35 Theme One: Historical Generational Cohort Perpective........................................... 36 Historical Perpective of Generational Cohorts ............................................................. 37 Theme Two: Generational Characteristics and Workforce Profiles ........................ 45 Generational Profile and Overview .............................................................................. 46 Traditionalist (1925 to 1945) .................................................................................... 46 Baby Boomers (1946 to 1964).................................................................................. 49 MANAGING GENERATIONAL WORKPLACE CONFLICT 6 Generation X (1965 to 1980) .................................................................................... 54 Generation Y (1981 to 1994) .................................................................................... 60 Theme Three: Identifying Generational Workforce Challenges and Opportunities67 Managing Generational Differences.............................................................................. 67 Life Experiences .................................................................................................... 68 Respect................................................................................................................... 69 Work Values/Motivation ....................................................................................... 70 Work Ethic, Managing Change and Perception of Organizational Hierarchy....... 72 Work/Life Balance................................................................................................. 72 Job and Pay Satisfaction ........................................................................................ 73 Communication...................................................................................................... 74 Expectation of Feedback........................................................................................ 75 Organizational and Work Commitment................................................................. 76 Training.................................................................................................................. 81 Recruitment and Retention Strategies.................................................................... 82 Employee Orientation ............................................................................................ 83 Theme Four: Generational Conflict: Constructive, Destructive and Perceptions .. 84 Conflict, Employee Perception and Conflict Stimulation............................................. 84 Conflict: Competitive and Cooperative ................................................................. 84 Conflict: Constructive and Destructive.................................................................. 89 Organizational Conflict: Employee Perception ..................................................... 95 Conflict Stimulation............................................................................................... 98 Theme Five: Managing Generational Conflict.......................................................... 101 Managing Generational Conflict.................................................................................. 101 Challenges to Managing Generational Conflict........................................................... 105 Theme Six: Conflict Utilization – Impactful Alternatives........................................ 106 Morton Deutsch: Insights for Conflict Resolution...................................................... 107 Dual Concern Model: Conflict Factors.............................................................. 107 Destructive Behavior .......................................................................................... 111 Conflict Issues: Resources, Preferences, Beliefs, Values, Relationships .......... 112 Barriers to Productive Conflict Resolution......................................................... 113 Escalation of Destructive Conflict ...................................................................... 114 Morton Deutsch’s Constructive Solutions to Conflict ................................................ 116 Chapter Summary ........................................................................................................ 123 CHAPTER III: CONCEPTUAL FRAMEWORK.................................................... 126 Background................................................................................................................. 126 The Conceptual Model 1 Overview: A Heuristic Model of the Interplay Between Generations, Conflict, and Conflict Utilization ................................................... 127 Figure 5 – Overview: Generational Differences......................................................... 129 MANAGING GENERATIONAL WORKPLACE CONFLICT 7 Figure 6 – Overview: Defining Multigenerational Workforce Conflict..................... 131 Figure 7 – Overview: Competitive and Cooperative Conflict .................................... 133 Figure 8 – Overview: Dual Concern Model of Concern for Self and Others ........... 136 Figure 9 – Overview: Psychological Process of Cooperation ................................... 139 Figure 10 – Overview: Conflict Resolution............................................................... 140 Chapter Summary ....................................................................................................... 142 CHAPTER IV: RESEARCH METHODOLOGY..................................................... 145 Overview........................................................................................................................ 145 Evidence-Based Research............................................................................................ 145 Summary.............................................................................................................. 148 Overview of Dissertation’s Evidence-Based Method.................................................. 149 Strengths of Conducting an Evidence-Based Systematic Review............................... 149 S.1. Provide an Objective, Reliable, and Comprehensive Summary................... 149 S.2. Organize Large Amounts of Information ..................................................... 150 S.3. Assess Type of Studies for Inclusion and Exclusion.................................... 151 S.4. Assess Quality and Methodological Soundness ........................................... 152 S.5. Assess External and Internal Validity........................................................... 155 Seven Step Methodology for Conducting the Systematic Review.............................. 155 1. Define the Research Question............................................................................ 156 2. Deciding What Types of Studies to Include ...................................................... 156 3. Search Strategies Conducted.............................................................................. 158 4. Critically Evaluate the Sources – Inclusion/Exclusion Criteria......................... 159 5. Critically Appraise the Included Studies - Quality Appraisal ........................... 173 6. Synthesize the Results and Assess Heterogeneity Among the Findings ........... 174 7. Disseminate the findings.................................................................................... 175 Synthesizing Using Meta-Synthesis ........................................................................... 175 Expert Review Panel................................................................................................... 176 Chapter Summary ....................................................................................................... 177 CHAPTER V: ANALYSIS AND DISCUSSION ....................................................... 178 Overview – Summary of Findings.................................................................................. 178 Theme 1: Historical Generational Cohort Perspective ........................................ 179 Proposition 1 ........................................................................................................... 179 Findings................................................................................................................... 180 Consideration of Other Points of View .................................................................. 181 Theme 2: Generational Characteristics and Workforce Profiles........................ 183 Proposition 2 .......................................................................................................... 183 Findings.................................................................................................................. 183 Traditionalists .................................................................................................... 184 MANAGING GENERATIONAL WORKPLACE CONFLICT 8 Baby Boomers.................................................................................................... 186 Generation X...................................................................................................... 187 Generation Y...................................................................................................... 189 Consideration of Other Points of View.................................................................. 192 Theme 3: Identifying Generational Workforce Challenges and Opportunities 194 Proposition 3 .......................................................................................................... 194 Findings.................................................................................................................. 194 Life Experiences ................................................................................................ 195 Respect............................................................................................................... 195 Work Values/Motivation ................................................................................... 195 Work Ethic, Managing Chang