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

PurposeThe 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/approachA 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.FindingsResults 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/valueThe 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.