• Journal of Families and Better Life
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• v.30 no.6
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• pp.167-181
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• 2012

This study analyzed consumer's harsh complaining behaviors and firm's reactions toward consumers' harsh complaining behavior, and investigated the differences in the firms' reactions according to the characteristics of counselors and customer service centers. In addition, this study attempted to find a strategy and provide guidance regarding consumer's harsh complaining behaviors. The results of this study are discussed below. First, consumer's harsh complaining attitudes were expressed by crude language, violent language, threats, personal attacks, and claims of a high-ranking social position. Consumer's directive, complaining behaviors were repeated on the telephone, and threats of prosecution or disclosure to the public, exposure of habitual product returns, and requests for interviews with superiorsat the representative firm were made. Second, a firm typologies according to its reaction style toward a consumer's harsh complaining behaviors were as follows: Group 1, having a neutral attitude toward consumers and preparation thoroughly regarding their demands; Group 2, having a negative attitude toward consumers and some degree of preparation toward consumers' demands; and finally, Group 3, having a positive attitude toward consumers but offering insufficient reparation regarding consumers' demands. Third, female counselors, counselors having a certified counselor's license, and those much experience working in labor work were more likely to be in Group 3. Male counselors, part-time counselors, and those having experience of many years were more likely to be in Group 2. Group 1 were more likely to have large number of workers at customer service centers, male counselors, and to have large numbers of educational training programs related to the reactions of consumers in the form of dissatisfaction, complaints, how to offer compensation for injuries to consumers, and issues related to PL(product liability). In addition, Group 1 also had more firm level welfare policies related to hight stress levels of consumer counselors and extra types of support regarding harsh consumers. However, Group 2 members were more likely to provide excessive compensation and rewards to harsh consumers. Finally, to react to consumer's harsh complaint efficiently, it was suggested that firms should not treat consumers as harsh consumers, should react to consumers' complaints sincerely, and should take precautionary management efforts as regards consumer dissatisfaction based on better quality control of products. In addition, it was deemed necessary to formulate a management strategy to train competent consumer counselors with a high quality of counselor skill, having standardized and consistent reaction guidance toward consumer complaints and thorough knowledge of compensation rules for consumer injuries and subsequent guidance.

• The Journal of the Korea Contents Association
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• v.18 no.11
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• pp.63-74
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• 2018

The purpose of this study was to develop a structural model to investigate the causal relationship between job stress, depression, life satisfaction, and self-compassion. A questionnaire survey was conducted on 314 practitioners working at D metropolitan offices of education affiliated counselors. The model fit and mediating effects between variables were tested using AMOS. This study found that self-compassion had a direct effect on depression and life satisfaction, and self-compassion mediated between job stress and depression as well as job stress and life satisfaction. Also, depression mediated between self-compassion and life satisfaction. These results showed the vicious cycle that individuals with high levels of job stress are more likely to experience lower levels of self-compassion, higher levels of depression, and lowers level of life satisfaction. This study discussed the strategy to reduce the stress and depression, improve the life satisfaction.

• Journal of the Korean Society of School Health
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• v.31 no.2
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• pp.117-126
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• 2018

Purpose: The leading cause of death among teenagers in Korea is suicide. Also, it is known that mental health of Korean adolescents identified based on the levels of perceived stress or depression is very poor. The purpose of this study was to examine the current status of student mental health programs in Korea and the associated problems and to explore ways to make the programs more effective. Methods: The subjects of the study were a total of 115 school nurses and school counselors in elementary, middle and high schools. The study examined the current status and the associated problems of school mental health programs as well as the needs for teacher training programs related to student mental health. Results: Few mental health programs other than counseling for at-risk students were being carried out. The problems associated with student mental health management were, in terms of management, 'accountability in case of incidents such as student suicide' and 'parents uncooperative in their kid's mental health management (visit to hospital, etc.)' and, in terms of manpower, 'unclear R&R between school nurses and school counselors' and, more fundamentally, 'the lack of human resources.' The needs for teacher training programs related to student mental health were very high and the content required most was 'ways to manage stress of students and teachers themselves,' followed by 'interpersonal conflicts management & conservational skills,' and 'ways to manage student mental illness.' Conclusion: In conclusion, to increase the effectiveness of student mental health programs, we should move on from the current system which focuses only on early discovery and intervention to a more comprehensive system that includes preventive approaches, while having clearer R&R and more workforce dedicated to student mental health programs and attracting more parental cooperation and support.

• The Journal of the Korea Contents Association
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• v.20 no.12
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• pp.393-405
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• 2020

The purpose of this study is to develop and validate a scale of vicarious trauma for sexual violence counselors. To this end, the concept of composition and preliminary questions of the vicarious trauma of sexual violence counselors were selected through the analysis of a content of individual interviews of sexual violence counselors and the precedent theory. Then, preliminary scale was developed after expert's evaluation of the validity of the contents. Next, as a result of a confirmatory factor analysis on the preliminary scale of 349 sexual violence counselors with experience in consulting sexual violence clients, it is confirmed that the conformity of five-factor structure was found to be favorable. As a result of convergent and discriminative validity analysis, it was confirmed that the developed scale is a reasonable tool for measuring vicarious trauma of sexual violence counselors by showing proper correlation with Secondary Traumatic Stress Scale, Counselor Burnout Inventory and Inventory of Countertransference Behavior. Furthermore, as a result of correlation analysis between professional identity and Belief in a Just World, it confirmed that it has predictive validity of the scale by indicating a high negative correlation. Furthermore, the relationship between the scale of vicarious trauma of sexual violence counselors and career background was analyzed. Finally, based on the results of this study, the significance and limitations of this study and the direction of future research were discussed.

• Anxiety and mood
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• v.8 no.2
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• pp.153-160
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• 2012

Objectives : The purpose of this study was to develop an employee's stress response scale (ESRS) and examine its validity and reliability. Methods : The study was conducted as follows : item generation, and test of validity and reliability. Items were developed via literature review, review of instruments, and data acquired from email-survey of counselors in the field of Employee Assistance Program (EAP). In order to test validity and reliability, data were collected from 400 employees. Results : The result of exploratory factor analysis of ESRS suggested 4 factor structures (work-related, anger, somatization, depression & anxiety) with a total of 25 items. ESRS showed a relatively strong positive correlation with Hospital Anxiety-Depression scale (HAD), Perceived Stress Scale (PSS), and Psychological Wellbeing Index (PWI), which showed ESRS had high convergent validity. Cronbach's ${\alpha}$ and test-retest reliability was .95 and .610 respectively. Conclusion : The ESRS is reliable and valid brief scale for measuring stress responses of employees. This scale would be useful in quantitatively evaluating job stress in workplace.

• Journal of Korean Academic Society of Home Health Care Nursing
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• v.25 no.2
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• pp.197-208
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• 2018

Purpose: This study investigated the smartphone using time, troubles with smartphone usage, and related factors in Korean adolescent smartphone users. Methods: Data were obtained from 54,603 subjects aged 13 to 18 years in the 2017 13th Korea Youth Risk Behavior Web-based Survey Results: The study analyzed the school type, academic achievement, residence type, weekly average allowance, and usual counselor, perceived stress, happiness, and depression of the subjects showed a significant difference in the variable of troubles experienced by the smartphone user. Multiple sample logistic regression analysis showed that adolescents with low academic achievement (weekday, weekend OR = 1.78, 1.65), low economic status (weekday, weekend OR = 1.17, 1.37), friends with distress counselors (weekday, weekend OR = 1.29, 1.24), weekly average allowance (weekday, weekend OR = 1.85, 1.50), stressed (weekend OR = 1.25), depressed (weekday, weekend OR = 1.26, 1.14), family troubles (weekday, weekend OR = 1.14, 1.15), friendship troubles (weekday, weekend OR = 1.70, 1.38), and academic performance troubles (weekday, weekend OR = 1.28, 1.38) spent more than the average using time on their smartphones. Conclusion: To prevent overdependence on smartphone use among adolescents, a nursing intervention program that relieves stress and lowers depression should be developed.

• Korean Journal of Culture and Social Issue
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• v.15 no.4
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• pp.529-546
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• 2009

Korean clients show a tendency to hide the real causes of problem. Therefore the 'grasping the real cause of a problem' is regarded as the first characteristic in Reality Dynamic Counseling. Many counselors stress over how express empathy with a client rather than understanding a problem. However the attitude change wouldn't be attained without grasping the real cause of a problem. The researcher tries to demonstrate how this characteristic is at play in counseling process. The researcher illustrates this process by 'narrative method' as one of qualitative research methods. The client who had received counseling for stress disorder and insomnia took a turn for the better as soon as getting at the truth of his problem.

• Journal of Convergence for Information Technology
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• v.7 no.6
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• pp.193-199
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• 2017

The research is aimed at finding out the relationship between vocational stress and willingness to engage in vocational stress, which measures vocational stress and the ability to cope with the job, and how the job stress relates to job mobility. First of all, the job stress and willingness to transfer jobs related to sexual harassment related agencies have a positive correlation, while self-exploitation, job stress, and willingness to move jobs have shown negative correlation. Second, the self-assessment of self-assessment of ego resilience has served as a complete parameter in relation to the relationship between employee motivation and willingness to leave the job, which is the job of occupational duties. Based on this study, it is important to note that self-reference is an important factor in determining the role of job stress in the workforce because of its self-reference of job stress and motivation in relation to job stress.

• Journal of Digital Convergence
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• v.13 no.11
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• pp.291-301
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• 2015

This study was intended to investigate the effect of life stress of university students on the suicidal ideation and to verify the mediating effect of personal mental health on a relationship between life stress and suicidal ideation. Therefore, this study collected data from 491 university students who are enrolled in 4 universities located in Daejeon Metropolitan City, Chungnam, and Chungbuk. According to the main findings of this research, life stress, suicidal ideation, and mental health had statistically significant correlation. Secondly, life stress not only makes direct effect on the suicidal ideation, but makes indirect effect through a mediating variable, the mental health, as well that mental health is verified to mediate a relationship between life stress and suicidal ideation. The research results suggest that mental health of university students is impoverished when life stress is higher, and can make effect on the suicidal ideation due to continual phenomenon of losing general function of life. This study investigated how counselors can intervene convergence policy approach with mental health of clients that affects the relationship between life stress and suicidal ideation of university students, and suggested implication and limitation of this study and suggestions for a follow-up study.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.2
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• pp.1318-1327
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• 2015

In this study, customer service representatives in call centers, the relevance of occupational stress, and turnover intention as well as the investigation of the relevance to that of demographic characteristics, health behaviors, and job-related characteristics is carried out. In particular, the relevance of occupational stress and turnover intention was attempted to be identified. From the response to the surveys of nine hospitals and five companies, there was a total of 158 people during the investigation. The collection of data was conducted by self-administered questionnaire in the period of February 1, 2013 to June 30, 2013. As the result of study, factors related to turnover intention involved age, sleep, job demands and job autonomy as significant variables. In particular, in the relevance of occupational stress and turnover intention, it was revealed that turnover intention decreases as job autonomy increases while turnover intention increases as job demands become higher. The ratio of danger of occupational stress on turnover intention eminently increased in the group of high job demands, low job autonomy, low support of supervisor and co-worker. Therefore, it is considered that efforts for improvement of occupational stress factors are required to decrease turnover intention.