Abstract: Title¡GThe Study of Team diversity, conflict and Team performance School¡GNational Sun Yat-Sen University Department ¡G Institute of Human Resource Management Academic year¡G2007 Author¡GJui-Shan Hu Adviser¡GDr. Bih- Shiaw Jaw Due to globalization competition of companies, the team diversity trend of managing team aggravates day by day, and team conflict-generating probability increase greatly. The previous literature related to multi-tonic team concentrates on team specialty and characteristic mainly, rarely focuses on the emotion and discusses it. If any research covers the emotional issues, the scope limits in individual emotion quotient as the major thread. Every person has different emotion, relatively, every team has different emotion also, some discovery indicates the team with higher emotion quotient has better ability to conduct and negotiate opinion difference of members, hence, producing better team performance. (Druskat & Wolff, 2001; transferred from Jordan et al., 2004) Group emotional intelligence establishment enables to encourage open and accept non-identical opinions and argumentation, enables to strengthen the positive effect the crash stimulates and weaken the negative impact the crash also gives (Jehn, 1995), hence, how can team pass through emotion quotient establishment in such culture, to reduce the negative impact the crash brings, so benefit the whole team performance. It is like , each member has his own characteristic, needing to pass collection and consensus reaching to gain the victory, this article is based on such background, envisage in the angle of team performance to understand how the team diversity influences team inharmonic and investigate the interference eclipsing team performance by correlation between group emotional intelligence and team conflict. This article uses questionnaire survey, by 244 effective samples from team¡¦s response, and by iterative analytic skill to process dates analyze, the result shows: 1. The task crash inside the team can boost team performance. 2. The relationship crash inside the team may eclipse team performance. 3. The group emotional intelligence adjustment dominates the relationship between crash and team performance, it approves establishing group emotional intelligence inside the team makes team members produce reliability, it can help reduce the negative impact the crash brings on the performance, for example: the inharmonic and negative temp on people relationship.

Due to the progressive development of science and technology, globalization has become the main trend in the 21st century and, consequently, teamwork cooperation has been the key for achieving successful enterprise organization. However, the individual background and profession as well as other factors will bring out different emotional attitudes and behaviors; conflict within a team will then arise. How a team can be flexible and efficient at low cost, is the critical focus of its existence. Empiricism is employed to analyze the correlation between team performance and the team¡¦s EI, conflict, as well as social capital expenditure on the part of the organization. The results of questionnaires revealed the following: I.Establishing a positive environment and team evaluation system has a significant influence on team performance when the social capital of an organization is involved. II. Conflict has an interference effect on a team¡¦s EI and performance. (a)Task conflict: when multiple performance management is involved in the conflict there¡¦s a significant moderating effect on team performance. (b)Relationship conflict: when feedback is involved in the conflict there¡¦s an insignificant moderating effect on team performance. III. Team conflict has an interference effect on the EI social capital of an organization. A. Task conflict (a)When multiple performance management is involved in moderating conflict there¡¦s a significant influence on the social capital of an organization. (b)When team evaluation is involved in moderating conflict there¡¦s an insignificant influence on the social capital of an organization B. Relationship conflict (a) Establishing a positive environment involved in moderating relationship conflict has a significant influence on the social capital of an organization. (b) Conducting team evaluation involved in moderating relationship conflict has a significant influence on the social capital of an organization.

Following the booming of global e-business, the demand for online negotiations is growing apparently. Recently, instant messaging (IM) software such as Microsoft MSN, Yahoo messenger has become very popular synchronous communication tool. Although the instant messaging tools make people can negotiate or communicate with each other synchronously over the Internet, in terms of the richness of communication media, instant messaging is leaner than that of traditional face-to-face. Previous studies have demonstrated that the media richness of communication has effect on negotiation behavior and result. To improve the richness of the instant messaging, many instant messaging tools have provided a variety of emoticons for user. Due to the popularity of instant messaging and emoticon usage, the purpose of this study is to investigate the effects of emoticons on synchronous e-negotiation environment. In this study, we conducted a lab experiment to simulate synchronous negotiations. The findings reveal that emoticons have effects on negotiation process and negotiators¡¦ communication ability.

As is tradition in the UK, monograph theses are as a rule unpublished, but all material published as based on the doctoral research must be included in the thesis. The current thesis contains two published empirical articles in peer-reviewed journals and one conference paper. / Thesis submitted for the doctoral degree

Preferential processing favouring threatening information has received increased attention because cognitive formulations have placed increased emphasis on its role as a key cognitive factor underlying vulnerability to and maintenance of anxiety disorders. The present dissertation comprises four empirical studies within the area of preferential processing. Two different outcome measures were used to index preferential processing of threat-related information: Skin conductance responses (SCRs) were used in Studies I, II, and III. The emotional Stroop task was used in Study IV. The main focus has been on preferential processing of threat-related information that occurs outside awareness, thus preferential preattentive processing. Study I investigated the role of traumatic combat experience with regard to preferential processing among UN soldiers following a presentation of threat-related pictures. Results indicated that soldiers with combat experience consistently reacted with lower SCRs compared to soldiers without combat experience. One issue addressed in the individual studies was the association between preferential preattentive processing and trait anxiety. Studies II, III, and IV showed that elevated levels of trait anxiety promote preferential preattentive processing of negatively valenced information, whereas elevated levels of social desirability generally prevent preferential preattentive processing of negatively valenced information. Study II highlighted the importance of including the social desirability factor when studying effects of trait anxiety on preferential processing. In addition, Studies III and IV explored the relationship between preferential processing and emotional vulnerability. The main findings support the notion of preferential preattentive processing of threat representing an underlying predisposition to heightened emotional vulnerability in response to stressful events.

In recent years, large efforts have been put on enhancing effectiveness in organizations. No resources are dispensable, and a dollar saved is a dollar earned. This is probably something that is rather easy to compute and control within the production sector. However, the service sector is another thing, how do we squeeze everything out of the resources in service organizations? This question caught our interest, and made us want to investigate the subject in the context of the airline business, and especially in its interaction with passengers.   We have asked 100 respondents of their opinions of interaction with the airline when traveling by air – from the booking step to disembarking of the aircraft. The respondents were asked about what different attributes they thought were important in every step, and in relation how their real experience really was. By comparing these two factors, we can present the differences between desired and perceived levels of service quality, regarding the interaction with airlines.   Six hypotheses were stated prior to our work. The results were rather expected, with a few exceptions. Our regression analysis told us that we could statistically verify almost everything we had assumed, but falsify parts of some hypotheses. For instance, friendliness in interaction is extremely appreciated throughout the entire process. How is that observed in reality and to who is that necessary? Read the study to find out.

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When speaking about service encounters, one most often speaks about encounters in the private sector and about customers. This study explores the public sector and the service encounter between street-level bureaucrats and clients as opposed to the encounter between salesmen and customers. The focus lies on the conflicting demands that the bureaucrat is experiencing and how she handles the emotional labour that this conflict brings. The conflicting demands have been identified as commercial, bureaucratic and social, all of which are put into the context of the opposing demands of client and organisation.

This study examined the relationships among participants’ emotional intelligence and participants’ sympathy for an alleged rape victim[1], sympathy for a defendant, and verdict in a mock rape case. Participants were 219 (127 female, 92 male) United States jury eligible individuals between the ages of 18 and 66. Participants were given a rape trial summary accompanied by a manipulated emotional facial expression of the alleged rape victim (angry, sad, afraid, or neutral), or no photograph. Participants were asked to render an individual case verdict and complete a questionnaire with measures to test sympathy for the alleged rape victim, sympathy for the defendant, self-emotional intelligence, other-emotional intelligence, and rape-myth acceptance. Results provided evidence that self and other-emotional intelligences are positively correlated; sympathy for rape victim and sympathy for the defendant do have an effect on case verdict; and, participant characteristics including gender, age, and race are predictive of rape myth acceptance, sympathy for the defendant, sympathy for the victim, and emotional intelligence. Further research should expand on emotional intelligence as a juror characteristic in the United States as well as internationally. [1] The term rape victim, rather than rape survivor, is used in this study to refer to an individual’s victim status in the context of the legal system.

Camps provide an avenue for examining positive youth development. Camps represent environments where children can develop their social capital and emotional intelligence insofar as camp activities teach children how to build positive relationships and to relate to others emotionally that lead to positive outcomes. Little research has examined children’s social capital and emotional intelligence and the relationship between them. Using a longitudinal dataset, this study examined the change of social capital and emotional intelligence experienced by campers. Findings revealed that increases in social capital caused increases in emotional intelligence. Differences were found based on gender. Furthermore, residential camps were found to have a stronger effect on the relationship between social capital and emotional intelligence than day camps. This study lends itself to furthering the understanding of the development of emotional intelligence and the importance of camp in children’s development.