Conflict on Virtual Teams: Causes & Strategies for Management

More and more teams and companies are transitioning to fully remote or hybrid teams. These groups are often more prone to unproductive, damaging conflict, as the sources of conflict are many and the options for resolution are few. The following blog will explore the causes of conflict for virtual teams and offer several strategies for virtual managers and employers to use with their team to mitigate the negative effects of conflict.

Causes of Conflict on Virtual Teams
Communication Barriers

• Reliance on digital communication tools: can lead to misunderstandings, misinterpretations, and incomplete information sharing.
• Lack of non-verbal cues: without the ability to see facial expressions, body language or tone of voice, team members might struggle to accurately gauge emotions and intentions during discussions.
• Time zone differences: make real-time communication challenging. Delays in response time can exacerbate conflicts as issues may go unresolved for longer periods.
• Difficulty reading emotions: without face-to-face interactions, team members may struggle to empathize with one another and read emotions accurately, making it more challenging to address emotional aspects of conflicts.
• Over-reliance on written communication: this type of communication can be impersonal and lack the nuance of verbal conversations – conflict-related emails or messages might come across harsher than intended, escalating tensions.

Reduced Trust and Rapport

• Building trust can be more difficult in a virtual environment, as team members have fewer opportunities for informal interactions and relationship-building. A lack of trust can intensify conflicts and hinder their resolution

Limited Context & Information

• In virtual settings, team members might have limited visibility into each other’s work contexts, challenges, or contributions.
• A lack of context can contribute to conflicts stemming from incomplete information and incorrect assumptions.

Misalignment of Goals & Expectations

• Without regular check-ins, team members might drift apart in terms of goals and expectations. Conflicts can arise when these differences surface and are not properly addressed.

Difficulty in Establishing Group Norms

• Virtual teams may struggle to establish clear communication norms, conflict resolution processes and behaviour expectations, leading to confusion and unresolved conflicts.

4 Strategies for Reducing Conflict on Virtual Teams

1. Improve Communication

• Use video conferencing where possible. By doing so, you can increase the chance that speakers and listeners will be able to pick up on non-verbal communication and context
• Be explicit in communication and confirm understanding frequently
• Check-in regularly. Check out this Guide for Employee Check-ins.

2. Team Chartering
​Team chartering is a great tool for any team, but especially for virtual teams. It is the process of collaboratively defining and establishing the fundamental guidelines, goals, roles and expectations for a team. It helps create a shared understanding among team members, fostering a sense of cohesion, accountability, and alignment toward achieving common goals. A well-crafted team charter lays the foundation for effective communication, collaboration and successful project outcomes. Chartering can happen at the beginning of projects or on a semi-regular basis to stay connected with your team. 

3. Utilize Online Dispute Resolution Services
When conflict does arise, it is important to engage in productive conflict management strategies early. Many conflict management practitioners offer online versions of their dispute resolution services, such as mediation, arbitration, coaching and facilitation. Contact us to see how we might be able to support you with these services.

4. Create Opportunities for Your Team to Build Rapport and Trust
For virtual teams, the classic ‘water cooler’ chats are less likely to happen. By creating opportunities for your team to connect with one another on a personal level, you can help them begin to develop rapport and trust amongst themselves and with management. Check out this article for how to create a virtual office water cooler.

​Virtual teams face additional challenges related to communication, trust and expectations. These challenges create environments ripe for conflict. However, by utilizing proactive strategies for prevention and resolution, organizations can help create positive, safe, productive work environments.