The process of team communication in multi-cultural contexts: An empirical study using Bales' interaction process analysis (IPA)

The main goal of the present study was to empirically investigate the manner in which cultural diversity and communication mode affect team communication process. Two independent variables were manipulated in the study: (1) cultural diversity (homogeneous versus heterogeneous); and (2) communication mode (face-to-face versus computer-mediated communication). Team members' communication exchanges were measured by using Bales' interaction process analysis (IPA) that divides the function (as opposed to the topical content) of communication during group discussion into either task-related or socio-emotional contributions at two-levels: communication profile and functional area. Results of this study indicated homogeneous teams used more showing agreement, giving opinions, and showing tension communication patterns compared to heterogeneous teams. Additionally, when considering the higher-level functional areas, teams using face-to-face (FTF) communication strategies were characterized by greater positive socio-emotional communication, more attempted answers, more questions, and more frequent negative socio-emotional communications. The results of the present study also suggested that the impact of communication mode on team communication varies by the level of diversity within the team. The outcomes of this research should have a broad impact on the management of a multi-cultural team, a task-oriented team consisting of people with different national cultures. Relevance to industry: Results of the present study should provide valuable insights into the ways in which cultural diversity and communication mode influence the communication mechanisms which take place among members during team interaction.