Towards a Transcultural Approach for Inter-Professional Communication in Complex IT Project Teams—Aiming to Avoid Cross-Functional and Cross-Hierarchical Conflicts

Abstract

IT projects are becoming increasingly complex due to rapidly advancing technologies, the need to tackle more difficult problems, and the involvement of a larger variety of experts with different backgrounds and experiences from different countries and cultures. It is also common for these teams to often work remotely in virtual settings. In this context, besides conflicts between IT project team members, cross-functional and cross-hierarchical organizational conflicts might emerge as well. These conflicts can vary in terms of their origin, nature, and intensity. This paper is a qualitative study focused on understanding interpersonal communication-based conflicts in multicultural and multidisciplinary IT project teams. The purpose is to find a common approach that can mitigate and eventually resolve these conflicts, aiming to promote shared knowledge and ultimately reduce the gap in understanding and the likelihood of conflicts. Both secondary research (a literature survey) and primary research (involving experienced managers and experts from project teams in the Romanian IT industry) were conducted in order to reach the objectives, besides sets of lessons learned and recommendations, to develop a framework for systematic conflict analysis and to propose a practice for a transcultural framework of common team vocabulary. To achieve these, a number of conflicts were investigated in IT project teams and corresponding cases. Based on the research findings, the authors concluded that a more formal approach is needed to address the problem of conflicts. From a theoretical standpoint, this paper suggests the concept of management diversity and provides a typology of organizational conflicts. Nevertheless, the framework for systematic analysis of conflict typology (FACT) and the framework of common team vocabulary in the multicultural environment of IT organizational project teams, as well as the sets of lessons learned and recommendations, might be useful and inspiring for both scholars and managers, not only in the IT sector.