Can AI be a Social Buffer? Investigating the Effect of AI-assisted Cognitive Reappraisal and Narrative Perspectives on Managing Difficult Workplace Conversations over Email

In difficult workplace email conversations, such as layoffs or resource negotiations, the absence of nonverbal cues can exacerbate negative emotions experienced by recipients. While existing tools support senders in refining tone, there is little support for processing emotionally intensive content from the receivers’ side. This study investigated the use of large language models that added positive or neutral reframings, written in either first or third person, to original emails, with the aim of helping recipients view difficult conversations in a different light. In a controlled study with 132 participants, positive reframing reduced receivers’ negative emotions and was rated as more helpful than neutral reframing, regardless of narrative perspective. Although reframing type did not significantly change conflict management behaviors, positive reframing led to fewer power-related words in interpretations of the email. These findings highlight opportunities and challenges for designing AI as a social buffer to facilitate difficult conversations online.