A tale of two paths: The divergent effects of anger and compassion in face-to-face versus computer-mediated dispute negotiations

Purpose: The purpose of the study was to assess whether and how communication medium (i.e. face-to-face vs text-based instant messaging) moderates the processes through which two contrastive, discrete emotions (i.e. anger and compassion) influence dispute resolution tactics and relational outcomes.

Design/methodology/approach: A total of 254 participants formed same-sex negotiation dyads to resolve a dispute between roommates either face-to-face (FtF) or through computer-mediated communication (CMC) in two experimental conditions (high vs low responsibility) designed to induce anger and compassion. Multi-group structural equation modeling procedures were used to assess four actor–partner mediation models that predict both intrapersonal and interpersonal effects of anger and compassion on relational outcomes through dispute resolution versus facework tactics.

Findings: Results showed that anger had a significant indirect effect on relational outcomes through competitive (i.e. power-based and face-threatening) tactics in FtF negotiations but not CMC, whereas compassion had a significant indirect effect on relational outcomes through both competitive and cooperative (i.e. power-based, interest-based, face-threatening and face-enhancing) tactics in CMC but not FtF negotiations.

Originality/value: The study extends existing scholarship on emotion in negotiations by demonstrating the moderating effects of communication medium and sheds insights on why communication technology should be considered for resolving emotion-laden disputes.