사회복지사의 과업갈등과 관계갈등 및 의사소통 만족이 직무만족에 미치는 영향

국문 초록 (Abstract)

본 연구는 사회복지사를 대상으로 과업갈등, 관계갈등 및 의사소통 만족이
직무만족에 미치는 영향을 180명의 사회복지사들을 대상으로 수집한 자료를
분석하였다. 수집된 자료는 SPSS를 사용하여 기술통계 분석(Descriptive
Analysis)과 차이검증(t-test), 상관관계 분석(Pearson's Correlation), 위계
적 회귀 분석(Hierarchical Regression)을 실시하였다.
본 연구에서는 일반적 특성으로는 성별, 연령, 학력, 종사자 수, 소속 기관
근무 기간, 사회복지 경력 총 기간을, 과업갈등과 관계갈등 및 의사소통 만
족이 종속변수인 직무만족에 어떠한 영향을 미치는지 파악하고자 하였다.
먼저 본 연구의 대상자는 주로 여성과 중년층, 대졸의 학력을 가진 실무자
중심의 인력 구조를 보였으며 기관은 이용시설과 민간위탁 형태가 대부분을
차지하였다. 또한 연구대상자들의 과업갈등과 관계갈등 수준은 평균 2점대
초반으로 비교적 낮은 수준이었고, 직무만족은 중간 이상 수준을 보였으나
보수 만족도는 가장 낮아 구조적 불만이 가장 큰 영역으로 나타났다. 의사
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소통 만족도는 평균 3.77로 긍정적인 편이었으며 전체 변수들은 정규성을
충족하였다.
둘째, 직무만족의 차이검증 결과, 성별·연령·종교·학력·자격증 등 대부분의
개인의 일반적 특성 변인은 직무만족 수준의 차이를 설명하지 못하였고, 소
속 기관 근무 기간이나 사회복지 경력 총 기간, 기관 규모 역시 직무만족에
유의한 영향을 미치지 않았다. 다만 직위에서는 상급관리자의 직무만족이
중간관리자보다, 그리고 중간관리자가 실무자보다 직무만족이 높게 나타났
다.
셋째, 위계적 회귀분석 결과, 과업갈등이 직무만족에 유의한 부정적 영향을
미치는 핵심 요인으로 확인되었다. 일반적 특성만을 투입한 1단계 모델에서
는 연령과 소속 기관 근무 기간 일부만이 직무만족에 제한적으로 영향을 미
쳤으나, 과업갈등과 관계갈등 변수가 투입된 이후에는 개인의 일반적 특성
변인의 영향력이 대부분 소멸하였다. 이는 직무만족이 개인적 배경보다 조
직 내 갈등수준에 의해 더 크게 결정됨을 보여준다.
넷째, 의사소통 만족은 직무만족에 유의한 정적 영향요인으로 나타났다. 즉
의사소통 만족이 높을수록 직무만족이 높음을 의미한다. 또한 의사소통 만
족이 투입되자 과업갈등의 영향력이 소멸하였다. 이는 직무만족에는 과업갈
등보다 의사소통 만족의 영향력이 더 중요함을 알 수 있다.
이상의 연구결과를 토대로 얻은 결론은 다음과 같다.
첫째, 사회복지사들의 갈등수준을 낮추고 직무만족을 향상시키기 위해서는
개인의 일반적 특성보다 조직과 직무환경과 관련된 개입노력이 필요하다.
둘째, 연령별, 소속기관 근무기간에 따른 직무만족을 높이기 위한 개입노력
이 필요하다. 셋째, 사회복지사들의 직무만족을 향상시키기 위해서는 과업갈
등의 수준을 낮추어야 한다. 넷째, 사회복지사들의 직무만족을 향상시키기
위해서 의사소통 만족을 높여야 한다.
본 연구결과와 결론을 바탕으로 제언을 하면 다음과 같다. 첫째, 조직 내
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부의 갈등관리 역량을 강화하기 위한 체계적인 접근이 필요하다. 둘째, 조직
차원의 의사소통 구조 개선이 필수적이다. 셋째, 사회복지기관은 직무만족의
구조적 요인 개선을 위한 근로자 지원 프로그램(EAP;Employee Assistance
Program)의 도입이 필요하다.
결론적으로 본 연구는 사회복지현장에서 조직갈등 관리와 의사소통 체계
강화가 직무만족 향상에 중요한 역할을 한다는 실증적 근거를 제시하였다.
앞으로 사회복지사들의 직무만족 향상을 위한 과업갈등관리와 의사소통 만
족 향상을 위한 정책적 실천적 개입전략을 개발하는 데 기여하길 원하는 바
이다.

목차 (Table of Contents)

• Ⅰ. 서 론 ······························································································ 1
• 1. 연구의 필요성 ······················································································ 1
• 2. 연구의 목적 및 연구문제 ··································································· 3
• Ⅱ. 이론적 배경 ··················································································· 5
• 1. 조직갈등유형 ························································································ 5
• 1) 갈등의 개념 ······················································································ 5
• 2) 갈등의 유형 ······················································································ 6
• 2. 의사소통 만족 ······················································································ 8
• 1) 의사소통 만족의 개념 및 정의 ····················································· 8
• 2) 의사소통 만족의 구성요소 ····························································· 9
• 3. 직무만족 ······························································································ 11
• 1) 직무만족의 개념 ············································································ 11
• 2) 직무만족의 구성요인 ···································································· 12
• 4. 갈등유형과 직무만족 ········································································ 14
• 5. 의사소통 만족과 직무만족 ······························································· 17
• Ⅲ. 연구 방법 ···················································································· 19
• 1. 연구 모형 및 가설 ············································································ 19
• 1) 연구모형 ·························································································· 19
• 2) 연구가설 ·························································································· 20
• 2. 연구대상 선정 및 자료수집 ····························································· 20
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• 3. 분석방법 ······························································································ 21
• 1) 독립변수 ·························································································· 22
• (1) 과업갈등과 관계갈등 ······························································· 22
• (2) 의사소통 만족 ··········································································· 23
• 2) 종속변수 ·························································································· 23
• 3) 통제변수 ·························································································· 24
• Ⅳ. 연구결과 ······················································································ 25
• 1. 조사대상자의 일반적 특성 ······························································· 25
• 2. 주요변수의 기술통계 ········································································ 28
• 3. 일반적 특성에 따른 직무만족, 과업갈등과 관계갈등, 의사소통 만족의 차이검증 29
• 1) 일반적 특성에 따른 직무만족 차이 검증 ································· 29
• 2) 일반적 특성에 따른 과업갈등 차이 검증 ································· 33
• 3) 일반적 특성에 따른 관계갈등 차이 검증 ································· 37
• 4) 일반적 특성에 따른 의사소통 만족 차이 검증 ······················· 40
• 4. 상관관계 분석 ···················································································· 45
• 5. 과업갈등과 관계갈등, 의사소통 만족이 직무만족에 미치는 영향요인 47
• Ⅴ. 결론 및 제언 ··············································································· 50
• 1. 연구결과의 요약 및 논의 ································································ 50
• 2. 결론 ······································································································ 52
• 3. 제언 ······································································································ 53
• 4. 향후 연구를 위한 제언 ···································································· 54
• 참고문헌 ······································································································· 56
• ABSTRACT ································································································· 68