We contribute to research on Gen Z as well as creative conflict by examining how Gen Zers can use digital communication platforms (DCPs) such as Teams and Slack to engage in creative conflict that benefits both Gen Zers and organizations. We offer evidence of what we term the Seven Cs of Creative Conflict: clarity, candor, contribution, cooperation, challenge, confidence, and collegiality. These interrelated soft skills are important for older Gen Zers who grew up digital and have less robust organizational experience due to the pandemic. We find that Gen Zers derive benefits from participation in DCPs that have established norms of courteous engagement and are 1) non-synchronous, 2) associated with participants’ real names, and 3) visible to all participants. Within the specified parameters, we show that DCP participation enhances Gen Zers' ability to achieve clarity in their reception of others’ ideas, their confidence in articulating their own views, and an increased willingness to contribute to organizational engagements. These pro-social behaviors create a powerful “push” encouraging them to become adept at deploying interrelated soft skills that enable them to better participate in diverse organizations. At the same time, they also experience the “pull” of interactional well-being produced by cooperation and being challenged to grow. These pro-social “pulls” not only sharpen their abilities to provide constructive critiques, but also socializes them to better hear these critiques from others. This combination makes them more confident problem solvers and better colleagues.

Authors:
Katia Moles, Santa Clara University, United States
Laura Robinson, Santa Clara University, United States

About the Presenter(s)
Dr Katia Moles is a University Assistant Professor/Lecturer at Santa Clara University, United States

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