• Journal of Digital Convergence
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• v.17 no.11
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• pp.557-567
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• 2019

This investigation was conducted to derive future recognition and future competency of career counselors using future workshops and to verify the effectiveness of improving future adaptability. For this purpose, the future workshop was conducted for 25 career counselors and the data written and the discussion contents of the future workshop were analyzed. For analysis, word frequency analysis and corresponding sample T-verification were conducted, and the main words were derived through consensus. The results, First, the keywords of future recognition showed high frequency of robot, artificial intelligence, leisure, education, convenience, and the disabled. Second, the future labor sites projected the most changes due to high technology. Third, at the career counseling site, professional career counselors and robot counselors related to the fourth industrial revolution are expected to appear. Fourth, future competencies of career counselors were derived from information processing ability, professional counseling ability, communication ability, and ethical consciousness. Finally, it was confirmed that the future adaptability of career counselors increases after participating in future workshops, and the future competencies derived from this study are expected to be used for job training of career counselors.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.99-104
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• 2012

The purpose of this study is to develop an educational program for improving conversational skills in military counselors and prove its effects. For statistical analysis, t test to find out homogeneity between the experimental and control group and to find out the differences of two groups, and an evaluation before and after the program to verify the therapeutic effects of the program were each proved by SPSS 15.0 for Windows. The followings are the list of the results. First of all, the program was effective in improving military counseling communication skills. Secondly, it was proved to be effective in improving self-effectiveness in counselors. Thirdly, the program was effective in improving interpersonal communication skills. Fourthly, the program revealed its therapeutic effects. Therefore, it is concluded that the program would help greatly in military counseling and living.

• The Korean Journal of Elementary Counseling
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• v.11 no.3
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• pp.427-446
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• 2012

The purpose of this study was to investigate the influence of stress in families of children with disabilities upon a problem-solving ability based on a buffering effect of family resilience through life cycle. To achieve this purpose, the subjects in this study was 546 parents who have kindergarten, elementary, middle & high school students in special schools. The date for this study were derived from questionaries and the answer sheet was analyzed by SPSS(VER. 14). A descriptive statistics, correlation analysis, hierarchical moderating regression analysis were used to investigate the general information and the difference of perception between groups. The findings of this study were as follows: Higher belief system, higher organization type, higher communication process of the family with disabled children tend to appear more positive influences on buffering effects for stresses of family and solving-problem abilities. Findings from the current study demonstrate that the buffering effect of family resilience indicate to have positive influences on the relationship between the stress and the problem-solving ability in the family with disabled children.

• Proceedings of the Korean Society of Computer Information Conference
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• 2012.07a
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• pp.115-118
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• 2012

현재 서비스 산업에서는 급변하는 고객의 욕구를 맞추기 위해 기업 간의 서비스 경쟁 심화 및 다양한 각도에서의 최상의 고객서비스를 제공하기 위한 노력이 지속적으로 시도되고 있다. 서비스 종사자들도 기업과 고객이 기대하는 고객 중심 서비스 제공에 기여하고 있다. 과도한 서비스 제공은 서비스 종사자의 감정적 스트레스 등과 같은 부작용을 발생시키고 있는데, 기업과 고객과의 접촉 채널로서의 중요한 역할에 임하는 콜센터 상담사들의 스트레스 해소는 업무 향상에 있어서 필요하다. 스트레스 해소를 위한 정신적인 긍정어 즉, 역경을 이겨내는 긍정의 힘이 '회복탄력성'으로서, 콜센터 상담사의 회복탄력성을 분석한 결과 근무경력과 업무 유형에 따라 차이를 보였다. 회복탄력성의 구성요소 중 감정통제력, 충동통제력, 원인분석력, 공감능력, 자기효능감은 근무경력에 따라 차이를 보였고, 낙관성, 공감능력은 업무 유형에 따라 차이가 나타났다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2020.07a
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• pp.637-639
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• 2020

본 논문에서는 소외계층 영재학생을 위한 온라인 학습 멘토링 운영 방안을 도출하였다. 소외계층 영재학생에게 필요한 맞춤형 과제, 실생활 문제, 학업 관리를 지원하기 위하여 맞춤형 과제와 피드백, 학업 상담으로 이루어진 온라인 학습 멘토링 운영 방안을 도출하였다. 맞춤형 과제에서는 소외계층 영재학생의 수준에 따라 실생활 주제를 활용한 과제를 제시하였으며, 피드백을 통하여 과제의 결과물을 평가받을 수 있도록 구성하였다. 학업 상담에서는 학업 계획 및 관리 능력을 향상시키기 위하여 전문가와 함께 상담을 진행할 수 있도록 하였다. 후속 연구에서는 온라인 학습 멘토링을 소외계층 영재학생에게 운영하고, 온라인 학습 멘토링의 효과를 분석하는 연구가 진행되어야 한다.

• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• Proceedings of the Korean Society of Computer Information Conference
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• 2024.01a
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• pp.351-354
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• 2024

최근 온라인 학습의 비중이 증가함에 따라 온라인 학습 서비스의 일부인 온라인 상담 부분도 비례하여 증가하고 있으며, 많은 상담량으로 인해 상담 서비스의 품질이 저하되고 답변의 속도, 효율성도 감소하는 문제가 발생한다. 국내 교육기관에서는 서비스 개선과 사용자 맞춤형서비스를 제공하기 위해 다양한 연구를 진행하고 있으며 민원을 처리하는 챗봇 등 자동 답변 서비스 도입을 추진하고 있다. 챗봇 및 자동 답변 서비스는 서비스 제공자 입장에서 저예산으로 단순한 질문에 대하여 신속하고 효율적인 서비스를 제공할 수 있으며 서비스 이용자는 즉각적인 답변과 유사한 답변 예시를 확인함으로 질문을 빠르게 해결할 수 있는 장점이 있다. 국가 공공기관에서 제공하는 학습 서비스는 단순하고 반복적인 문의가 많고 정형적인 질의응답이 주로 등록이 되고 있다. 자동 답변 서비스는 이런 문제점을 해결할 수 있는 대안이 된다. 서비스 이용자가 등록한 문의를 기반으로 학습한 답변 서비스는 담당자의 반복된 업무처리 경감과 사용자의 답변감소, 일관된 답변처리로 서비스 품질개선에 큰 영향을 줄 수 있다. 본 연구에서는 사용자의 질문에 효율적인 답변 및 민원 처리 서비스를 제공할 수 있는 방법을 제시하며, 관리자의 업무능력 향상과 효율성을 위해 기간별 키워드 빈도수를 계산하여 Word cloud를 생성하여 제공함으로써 사용자들에게 일정 기간 내 빈도수가 높은 키워드 관련 공지 및 안내를 할 수 있도록 한다.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.633-642
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• 2017

The purpose of this study was to examine the effectiveness that group counselling by transactional analysis influence on personal competence and communication for maladaptive soldier. 8 participants were assigned to an experimental group and pre and post test was performed. Experimental group were given group counselling program by Transactional Analysis(TA) sessions during 4day, which one session offered for 240 minutes' 8 hour a day. To verify the effectiveness of the group counselling Wilcoxon Matched-Pairs Signed-Ranks Test was performed. The result revealed that group counselling by transactional analysis positively influence on personal competence(self-efficacy, positive character) for maladaptive soldier. This study has a meaning and great achievements to present the possibility of using this program in practical and clinical field, which significant improvement in personal competence, self-efficacy, positive character.

• The Journal of Korean Institute for Practical Engineering Education
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• v.4 no.1
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• pp.132-139
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• 2012

In private employment service, providing employment information for job seeker and recruiter, providing information on job, job map, and providing vocational training and development have been paid attention. Particularly, it needs to train the employees, working at private employment service agencies. The purpose of the study was to examine the current trends of private employment service, service employees, and their training status. In the result, we suggest that it needs to manage the quality of service employees' qualification, to initiate the accreditation program for their expertise, and set up an institutions for training them. In addition, providing a program of supervision for employees, considering a set up of an mutual aid association among themselves, and developing specialized training programs.

• Journal of Digital Convergence
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• v.19 no.9
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• pp.373-383
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• 2021

The purpose of this research was to develop an un-tact group counseling program to deal with the conflicts in the relationship of unmarried couples and to verify the effect of the program for improving emotional cognition and emotion regulation of unmarried couples. The research procedure consisted of the program development step and the program verification step, and in detail, 8 steps of program development processes were established. The subjects of the research were 11 unmarried couples, and 4 group were organized. The group counseling program was conducted once a week (2 sessions), a total of 10 sessions for 5 weeks. The effect was analyzed quantitatively and qualitatively. As a result of quantitative analysis, the participant's relationship satisfaction was significantly improved and there was a significant change in some relationship emotional schemas of participants. As a result of qualitatively analysis through participant's program review, participant's emotional understanding and the couple relationship were improved, and the group effect of the couple group counseling was found. Finally, the significance and limitations of this study were presented.