해결중심 lifeway 상담훈련이 전화상담원의 상담만족도에 미치는 영향 : 대전생명의 전화 상담원을 중심으로

다국어 초록 (Multilingual Abstract)

The Purpose of this study was to examine the effect of the solution-focused LifeWay counseling program having on to counseling satisfaction of a volunteers phone-counselors.
The research puestions set up for this study are as follows;
First, will the training program for volunteers phone-counselors based on solution-focused LifeWay counseling improve participant's cooperation with client?
Second, will the training program for volunteers phone-counselors based on solution-focused LifeWay counseling improve participan's formation of coyunseling goals?
Third, will the training program for volunteers phone-counselors based on solution-focused LifeWay counseling improve participant's solution-focused interview?
Fourth, will the training program for volunteers phone-counselors based on solution-focused LifeWay counseling improve participant's utilization of client's resources?
The subjects of this study were 12 volunteers working for a phone-counselors on Daejon Lifeline for over one year, and the data were analyzed SPSS Window 12.0 To perform this study, 6 sessions of training program of the solution-focused LifeWay counseling was carried out. There
were 12 participants in this program, but 9 members were analyzed.
The conclusions of the study are as follow;
First, the training program for volunteers phone-counselors based on solution-focused LifeWay counseling had positive effect on the improvement of the participant's cooperation with client.
Second, the training program for volunteers phone-counselors based on solution-focused LifeWay counseling had positive effect on the improvement of the participant's formation of counseling goals.
Third, the training program for volunteers phone-counselors based on solution-focused LifeWay counseling had positive effect on the improvement of the participant's solution-focused interview.
Fourth, the training program for volunteers phone-counselors based on solution-focused LifeWay counseling had positive effect on the improvement of the participant's unilization of client's resources.
In conclusion, this study shows that the solution=focused LifeWay counseling program is effective in increasing of counseling satisfaction of volunteers phone-counselors.

목차 (Table of Contents)

• Ⅰ. 서론 = 1
• 1. 연구 필요성 및 목적 = 1
• 2. 연구 문제 및 가설 = 4
• 3. 연구의 제한점 = 5
• Ⅱ. 이론적 배경 = 6
• 1. 해결중심 LifeWay 상담 = 6
• 2. 전화상담에 대한 고찰 = 20
• 3. 해결중심 LifeWay 상담의 이론을 적용한 전화상담의 모형 = 30
• 4. 대전생명의전화의 현황 및 제한점 = 33
• Ⅲ. 연구방법 및 절차 = 38
• 1. 연구대상 = 38
• 2. 연구절차 = 39
• 3. 분석방법 = 41
• Ⅳ. 연구결과 = 43
• 1. 상담 접근법의 적용 질문지(WAI)의 신뢰도 검증 = 43
• 2. 훈련참여자와 조사대상자 그룹의 동질성 검증 = 44
• 3. 해결중심 LifeWay 상담 훈련 프로그램의 효과 검증 = 45
• Ⅴ. 논의 = 48
• Ⅵ. 결론 및 제언 = 52
• 부록1. 대전생명의전화의 상담현황 = 56
• 부록2. 해결중심 LifeWay 상담의 이론을 적용한 전화상담 사례 = 61
• 부록3. 해결중심 LifeWay 상담 훈련 = 68
• 부록4. 설문지 = 96
• 참고자료 = 100
• 초록 = 104