本研究探討虛擬溝通環境中（特別是被廣泛使用的電子郵件）組織衝突的管理議題。作者深入觀察一脆弱、不得要領的跨組織合作關係，探討組織衝突在虛擬溝通平台下難以管理的原因，在研究結果與發現的基礎上，提出看法與解讀。在本研究案例中，組織衝突明顯存在日常對話，但卻被大量隱藏於電子郵件的文字裡，由於組織成員未曾將不滿情緒表達在電子郵件中，使得衝突無法忠實呈現，但此舉並未改善雙方的衝突，反而因為組織成員的過度解讀，造成衝突加劇、組織關係惡化、終致合作破局。此一發現雖呼應了過去的文獻，認為電子郵件不適合作為衝突管理的溝通工具，但我們進一步從學術和實務的角度，理解虛擬環境下表達與解讀組織衝突的問題。我們主張管理者應視使用者選擇溝通媒介的特定偏好為一重要管理訊息，並同時理解虛擬溝通內容中隱性的情緒線索。

This paper aims to explore the conflict that exists but has been disguised in virtual inter-organizational communications, particularly with a pervasive use of emails. Moving beyond existing discussions of the challenges of virtual communication, the present study provides insights into the discursive relationships of the companies involved, within the virtual context of their operations. The research findings reveal that conflict was hidden intentionally or unintentionally in e-mail communication but the courteous communication style did nothing to ease the intensity of the conflict. Instead, troubling business crises were disguised by overly polite content and left up organization members to excessively interpret that ultimately resulted in the termination of the organizational partnership. The research findings, derived fromvirtual discourse analysis, also show the significance of discourse account for both technology-based and traditional communication media.

在全球化的商業環境中，組織間的互動與溝通普遍於虛擬的環境下進行。 跨組織的溝通工具至今雖已蓬勃發展，但因為溝通所產生的誤會、衝突、造成 組織關係破裂的問題卻是屢見不鮮。雖然在虛擬環境下有效溝通並非易事，但 是企業卻一直忽視發展有效溝通策略的重要性，多半任由組織成員逕自選擇溝 通工具，主觀地解讀語言或文字，因而衍生出更複雜的問題。本研究分析兩家 公司由合作轉為衝突，最終導致關係破裂的遺憾後果。作者藉本研究提醒：企 業需正視溝通媒介的選擇和媒介溝通方式在組織上造成的負面影響力。 雖然電子溝通系統不斷地推陳出新，但電子郵件仍是現今商業環境裡最普 遍使用的工具。然而，我們對如何善用電子郵件，以及如何促成有效溝通，所 知仍然有限。在本研究中，組織成員在大量使用電子郵件的溝通情境下，雖刻 意迴避衝突，但成員之間的關係卻越來越加惡化。雙方成員雖然依舊持續發送 電子郵件，推動工作事項，但是他們的負面情感（責備、憤怒、憂慮、威脅） 卻被他們過分禮貌的郵件內容所掩飾。由於情緒性的字眼被隱藏在字裡行間， 所以兩家企業相互往來的電子郵件中，幾乎看不出任何線索以察覺衝突。最 終，兩家企業的合作關係默默地在冷戰關係中撕裂。 企業如何及早察覺虛擬溝通中的負面情緒呢？電子郵件中平舖直敍、客觀 的字眼，在商業環境中頗為常見。可是當情緒被隱藏，衝突不再明顯，對於組 織關係的破壞力卻是巨大的。企業在電子溝通環境下，需試圖找到解讀情緒的 方法。本研究提醒，虛擬溝通環境中，組織間的衝突管理越是容易被忽視。本 研究從溝通工具選擇與溝通內容解讀，提供了衝突管理的重要線索。當組織成 員大量依賴單一溝通工具或迴避多元溝通管道時，組織關係可能也隨之改變。 再者，當在電腦媒介溝通與傳統媒介溝通上的情緒表達明顯背離時，可能是組 織關係趨向惡化的重要警訊。企業應適時採取行動，以化解組織成員的緊張關係，預防於未然。

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