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

• The Journal of the Korea Contents Association
• /
• v.17 no.9
• /
• pp.77-87
• /
• 2017

This study analyzed the data from Korea National Health and Nutrition Examination Survey to examine factors associated with help-seeking among Korean adults with suicidal ideation. The results from binary logistic regression analysis showed that being currently married, low family income, and absence of diagnosed clinical depression were negatively associated with seeking help. Gender, age, education, the PHQ total score, and health insurance did not significantly change the probability of seeking help. The future suicide help-seeking intervention should focus on those who are less likely to seek help.

• Journal of the Korea Society of Computer and Information
• /
• v.13 no.5
• /
• pp.291-308
• /
• 2008

This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center tole-communicators.

• 한국벤처창업학회:학술대회논문집
• /
• 2022.11a
• /
• pp.119-122
• /
• 2022

본 연구의 목적은 중고등학생의 주관적 행복감이 공감 능력에 미치는 영향 관계에서 부모-자녀 의사소통의 매개효과를 실증적으로 검증하는 데 있다. 이를 위해 인천, 화성 등 경기도 내 거주 청소년을 대상으로 2022년 7월 10일에서 8월 20일까지 277명을 대상으로 설문조사를 실시하고, 277부 중 265부를 최종 분석에 사용하였다. SPSS 28.0과 Hayes(2013)가 제안한 Process Macro를 사용하여 자료를 분석하였다. 연구 결과는 첫째, 주관적 행복감이 높을수록 공감 능력이 높은 것으로 나타났다. 둘째, 주관적 행복감이 높을수록 부모-자녀 의사소통이 높은 것으로 나타났다. 셋째, 부모-자녀 의사소통이 높을수록 공감 능력이 높아지는 것으로 나타났다. 넷째, 주관적 행복감과 공감 능력의 관계에서 부모-자녀 의사소통은 정(+)적인 매개효과로 나타났다. 이는 부모-자녀 의사소통이 중고등학생의 공감 능력을 향상시킬 수 있는 예측 변인임을 시사하고 있다. 본 연구는 중고등학생의 공감 능력을 향상시키고, 사회성을 발달하기 위해 주관적 행복감의 수준을 활성화하고, 매개변인으로 부모-자녀 의사소통을 활성화하여 건전한 성장을 위한 효과를 높일 수 있는 다양한 청소년 프로그램 및 청소년 상담에 필요한 기초자료를 제공하는 데 의의가 있다.

• 한국벤처창업학회:학술대회논문집
• /
• 2023.11a
• /
• pp.169-172
• /
• 2023

최근 높은 청년실업률과 평생직장의 개념이 축소된 현대사회에 청년들은 평생직장을 찾기 보단 자신의 역량을 발휘하여 조기창업을 선호하고 있지만 창업 이후 사업유지의 불안, 인적자원관리, 생계유지에 대한 불안이 매우 높다. 이런 요인은 청년들이 창업을 유지하며 자신의 잠재된 창업역량 및 창업 유지에 부정적 영향을 미치며 청년의 창업 불안은 개인의 심리적소진을 야기하고 창업에 대한 동기가 약화되어 사업을 운영·유지에 어려움을 겪고 조기 폐업으로 연결되며 청년부채, 청년 심리문제, 청년 학업중단등 심리적 및 사회적문제로 확대되고 있다. 따라서 창업역량. 창업동기와 심리적 회복탄력성과의 상관관계 연구가 필요하다. 본 연구의 목적은 청년창업가의 심리적 회복탄련성의 요인이 창업동기와 창업역량에 미치는 영향을 사전 조사하고 분석하고자 한다. 본 연구를 토대로 청년의 심리적 회복탄력성을 높이고 창업 역량, 창업동기의 긍정적 영향을 미치기 위한 심리상담, 창업 관련 사회심리교육 및 심리서비스 지원등 해결방안을 모색하여 사회에 기여하고자 한다. 본 연구의 대상은 충청남도에 창업을 준비하는 청년들을 포함하여 창업활동을 하고 있는 만 20세~28세의 청년이다. 이를 위해 창업 청년 300명을 대상으로 설문조사를 실시하고, SPSS 28.0을 활용하여 자료를 분석하려 한다.

• Korean Journal of Social Welfare Studies
• /
• v.49 no.4
• /
• pp.101-129
• /
• 2018

This study examined the overall effect size of the batterer intervention programs aimed at reducing violent behavior. This study calculated the 18 results and the 115 effect sizes of 11 theses published from 2000 to 2017 in Korea. It was demonstrated that the effect of an offender's program on the change in violent behavior was significant at both the practical and treatment level. The effect size was high in the order of control behavior, emotional violence, and physical violence. The effects of dependent variables other than violence were also researched. The batterer program positively changed the participant's attitudes in terms of sex-role and partner violence. Furthermore, it decreased the level of anger and depression, and enhanced self-esteem and communication skills thus increasing satisfaction in marital relationships. In addition, this study examined the factors that influence the effect of the offender's program in terms of the decrease of violent behavior. Upon analysis, it was examined that the moderating effect was great in the approach model and counsel form. More specifically, it was revealed that the feminist-cognitive behavioral models had a greater effect than the compromise model or single model. In terms of counsel forms, group counseling formed only of male offenders had greater effect than couples treatment group. Based on these findings, this study discussed the practical means for increasing the effect of batterer intervention programs.

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

• Phonetics and Speech Sciences
• /
• v.11 no.2
• /
• pp.65-76
• /
• 2019

This study aimed to primarily examine perceptions about occupational suitability made by vocational counselors for adults who stutter and associated factors. A total of 69 vocational counsellors (23 per condition) took part in this study and were randomly assigned to recordings related to three different speech conditions (fluent, less-severe stuttering, and severe stuttering versions). The participants were asked to listen to one of the three recordings and rate the speaker's communicative functioning, personal attributes, and suitability for 31 occupations, along with perceptions of the speaking demands and educational requirements of the occupations. Regarding the two stuttering conditions, it was found that suitability ratings were lower for occupations with a high speaking demand than those with a low speaking demand. In addition, the most significant factor associated with occupational suitability ratings was perceived speaking demands, followed by perceived educational requirements, and then by ratings of the speaker's personal attributes. These findings suggest that adults who stutter may face role entrapment (or occupational stereotyping) in workplace settings.

• Journal of the Korea Society of Computer and Information
• /
• v.17 no.10
• /
• pp.185-192
• /
• 2012

Call Center requires an ability of agents a lot more than face-to-face contact due to being achieved communication by non face-to face channel for contact with customers. In order to improve the ability of agents, Call Center carries out various educational training according to their work experience and function and with the accomplishment of educational training, Call Center is going to fulfill to develop its quality of counseling and productivity. On the other hand, due to investment of a lot of time and budget to educational training, it is needed to grasp and manage about its effectiveness that how helpful the training is for performance of work-site operations through evaluation of educational training. Having Seen researches about evaluation of educational training until these days, most researches have mainstream to measure satisfaction and a level of learning or degree that how the learning transfers to actions. It is found that a research about an entire evaluation model should be required. This study aims to investigate effectiveness of Call Center educational training from the level of recognition by reflecting Kirkpatrick's the four levels of learning evaluation. By the four levels, reaction, learning, behavior and results, the study found out a connection with standards of evaluation about each levels. In addition, by using structural equation modeling, it was examined goodness of fit about the entire model. Furthermore, by an alternative model, considering a direct relation between a factor of reaction and behavior, it was compared and examined goodness of fit of overall model of the study model and the alternative one.

• Journal of Convergence for Information Technology
• /
• v.11 no.9
• /
• pp.145-156
• /
• 2021

This study is aimed to improve the youth theft prevention program with rationality and practicality, based on the needs of practitioners who conduct these programs in fields. The survey questionnaire was prepared based on previous researches, and the survey was conducted on 72 probation officers and education instructors nationwide running a youth theft prevention program. As a result, practitioners reported the lack of self-control and high impulsivity as the main characteristics of the theft delinquent adolescents. And they recognized peer alignment and family problems as the causes of theft. As for the contents of the program, they reported that recidivism prevention skills such as understanding psychological problems, peer relationships, raising a sense of law compliance, anger, impulse control, dealing with negative emotions, and finding alternative behaviors, as well as moral development, are necessary. These results indicate that multi-dimensional interventions such as individuals, families, and peers are needed to prevent recidivism of juvenile theft. Implications of these results, future research directions, and limitations and significance of the study were discussed.