由於全球化和跨國工作的可能性，多元文化工作團隊顯著地發展，然
而不同的文化背景下，這樣文化環境中會發生更多的衝突。本論文以
多元文化團隊中面對任務或關係衝突時的轉換型領導和文化智能為主
要機制，探討衝突管理策略的重要性和其有效性。此外，本研究針對
如何積極解決衝突，旨在正確應用這兩種策略的重要性。線上調查問
卷共有103 名回答者，這些皆為多元文化團隊中工作的員工。作者使
用迴歸過程模型來分析數據。正如預測與過去的研究一致，如果沒有
透過衝突解決策略，任務和關係衝突就無法解決，結果顯示了衝突與
其積極解決方案和變革型領導的中介效應之間的顯著相關性。然而，
與學術研究中提出的建議相反，文化智能無法作為任務與關係衝突及
其積極解決之間的潛在機制。然而，當與其他因素結合使用時，文化
智能可用於重新獲得團隊的合作性，例如轉換型領導。此外，該研究
還指出了員工在遇到衝突時的衝突解決策略偏好，這顯然導致了「合
作風格」作為首選。本文延伸了現有關於多元文化工作團隊沖突解決
策略的文獻，並對文化智能的使用提出了新觀點。

Since globalization and the possibility to work across borders, multicultural work teams
have grown significantly and with them, based on diverse cultural backgrounds, more
conflicts occur in this diverse cultural setting. This paper examines the importance and
effectiveness of conflict management strategies, namely the leader factor transformational
leadership and the individual factor cultural intelligence, when facing task or relationship
conflict within a multicultural team. Furthermore, this research endeavors to
point out the significance of the right application of these two strategies, when aiming
for a positive resolution of a conflict. A total of 103 employees, which are working in
various multicultural teams, completed the online-based questionnaire. The author used
a regression-process model to analyze the data. As predicted, task and relationship conflicts,
cannot be resolved without the intervening from a conflict resolution strategy and
consistent with past research, results revealed strong correlations between a conflict and
its positive resolution and the mediating effect of transformational leadership. In contrast
to what has been suggested in academic research however, cultural intelligence
cannot be used as a solely underlying mechanism between task and relationship conflict
and its positive resolution. Nevertheless, cultural intelligence can be used to regain the
team’s synergy after a conflict, when applied in combination with other factors, as for
example transformational leadership. Moreover, the research states the employees’ conflict
resolution strategy preference, when encountering a conflict, which clearly resulted
in the “collaborative style” as the preferred one.
This paper extends the existing literature regarding conflict resolution strategies in multicultural
work teams and gives a new perspective on the usage of cultural intelligence.

Table of Contents
Acknowledgements ............................................................................................................. II
Abstract Chinese ............................................................................................................... III
Abstract English ................................................................................................................ IV
Table of Contents ................................................................................................................ V
List of Figures and Tables ................................................................................................ VI
1 Introduction .............................................................................................................. 1
2 Literature Review & Hypotheses Development .................................................... 6
2.1 Types of Conflict ..................................................................................................... 6
2.2 Conflicts in a Multicultural Setting ......................................................................... 7
2.3 Styles of Addressing Conflicts ................................................................................ 8
2.4 Consequences of Conflicts ...................................................................................... 9
2.5 Hypotheses Development ...................................................................................... 10
2.5.1 Direct Effects ...................................................................................................... 10
2.5.2 Indirect Effects ................................................................................................... 12
3 Methodology ........................................................................................................... 17
3.1 Quantitative Approach .......................................................................................... 17
3.2 Online Survey ........................................................................................................ 18
3.3 Questionnaire Design ............................................................................................ 19
3.3.1 Measures ............................................................................................................. 20
3.4 Data Collection Procedure & Sampling ................................................................ 23
3.5 Data Analysis ........................................................................................................ 25
4 Results & Findings ................................................................................................. 27
4.1 Supplementary Results .......................................................................................... 32
4.2 Ad - Hoc Analysis ................................................................................................. 32
5 Discussion ................................................................................................................ 35
5.1 Implications ........................................................................................................... 38
5.2 Limitations & Future Research Directions ............................................................ 41
5.3 Conclusion ............................................................................................................. 43
List of References............................................................................................................... 45
Annex- Questionnaire ....................................................................................................... 50

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