COVID-19, Creative Conflict, and the Seven Cs: A Social Diagnosis of Digital Communication Platforms for Gen Z/Gen T

• Published in: The American behavioral scientist (Beverly Hills) Vol. 68; no. 9; pp. 1139 - 1160
• Main Authors: Moles, Katia, Robinson, Laura, Levine, Lloyd, Chiaraluce, Cara
• Format: Journal Article
• Language: English
• Published: Los Angeles, CA SAGE Publications 01.08.2024; SAGE PUBLICATIONS, INC
• Subjects: Accepted; Communication; Communicative competence; Conflict management; Conflict resolution; Cooperation; COVID-19; Creativity; Feedback; Generation Z; Management; Medical diagnosis; Organizational communication; Prosocial behavior; Sociology; Teams; Technology; Well being; COVID-19; social diagnosis; organizational communication; creative conflict; Gen Z
• ISSN: 0002-7642; 1552-3381
• DOI: 10.1177/00027642231155372

Adding to the work on creative conflict management that has been the object of organizational and management studies for the last several decades, we focus on a subset of Gen Z or “Generation Tech” (Gen T). This generation will be the first to instinctively and reflexively bring a “technology first” approach to their work practices including conflict resolution. Scholars of organizational communication identify the management of creative conflict as a prosocial process with important ramifications for organizational well-being. Taking a social diagnosis approach, we contribute to this growing literature by bringing it into dialogue with digital sociology and Gen Ters who are well-suited to use digital communication platforms (DCPs) like Teams and Slack to engage in creative conflict that benefits the well-being of organizations and their members. Our analysis shows that DCPs can encourage prosocial behaviors, when they (1) include nonsynchronous functionality, (2) associate contributions with members’ real names, and (3) make all interactions visible to all team members. Our study reveals that when organizational DCPs are governed by these parameters, they can foster the Seven Cs of Creative Conflict that we identify as clarity, candor, contribution, cooperation, challenge, courage, and collegiality. The Seven Cs foster a growth mindset feedback loop in which members learn to self-reflectively apply a social diagnostic approach to their own digitally mediated well-being, thereby potentially improving organizational communication. Therefore, the Seven Cs form a core of communication competencies that will be increasingly important for organizational success as Gen Ters continue to mature and become colleagues in a variety of organizations.