The Benefits of Distance and Mediation: How People React to Conflicts in Video Chat vs. FtF

• In Event: ICA Plenary Interactive Paper/Poster Session I
  In Interactive Paper Session: Communication and Technology Interactive Poster Session

Abstract

The importance of resolving conflicts in a human relationship is well-known, as is the prevalence of conflicts in both mediated and non-mediated interactions. The comparison of face-to-face settings and computer-mediated channels on the experience of conflicts has been largely overlooked compared to other interpersonal communication factors. An original experiment examined whether different channels (face-to-face vs. video chat) through which people experience conflicts with another person affect their partner evaluation and communication satisfaction. The participants’ physiological arousal (interbeat interval, galvanic skin response) was recorded during the conversation as well as their self-reported arousal level. Results show that people who interacted face-to-face rated themselves as more aroused than those who interacted via video chat although there was no significant difference in physiological arousal. Those who interacted via video chat were better at judging their partner’s arousal than those who interacted face-to-face. After the conversation, those who interacted via video chat rated their partner to be more likable and trustworthy and were more satisfied with the result of their conversation than those who interacted face-to-face. The overall findings suggest the benefits of distance and mediation in resolving conflicts.

Authors

• Soo Yun Shin, Michigan State University

• Rain Wuyu Liu, Michigan State University

• Jeong-woo Jang, Korea Advanced Institute of Science and Technology

• Gary Bente, U of Cologne