직원간의 갈등관리전략이 커뮤니케이션의 능력과 갈등 후 행동에 미치는 영향 : 서울 특1급 호텔 식음료 부서 중심으로 = The influence of conflict management strategy among employees on the communicative competence and its influences on their behavior after conflict

다국어 초록 (Multilingual Abstract)

The influence of conflict management strategy among employees on the communicative competence and its influences on their behavior after conflict
(Based on the food and beverage department of first class hotel in Seoul)

Ko, Dae-young
Depart. of Culinary & Food Service Management
Graduate School of Sejong University

This study analyzes the factors of communicative competence in case of various conflicts among the employees in the food and beverage department of the hotel. It also clarifies the conflict management strategy among employees and their behavioral relationships after conflicts. It was conducted to discover how the communicative competence has an effect after a conflict.
Conflict and communications are inseparable related to each other. Despite the fact that communicative competence is mandatory in the course of conflict management, not only are the former researches on conflict under the perspective of communicative competence trivial, but also the conflict between employees in the food and beverage department is insignificant.
With the above-mentioned goals of this study, 330 copies of survey were distributed to 14 first class hotels in Seoul. Total of 293 copies were collected and used to demonstrate the research.
This research was statistically analyzed based on the collected materials by using the statistics package program, SPSS 13.0.
Factor analysis, group analysis and regression analysis were used to examine the conflict management strategy among employees. Furthermore, factor analysis and regression analysis were used in defining the communicative competence and the behavior of the employees after conflicts. In evaluating the demographic aspect, frequency analysis was utilized.
As a result of the survey, this study concluded that the evasive strategy was the sole attentive influence on the communicative competence. Compared to research results of communicative competence, the existing conflict management strategy deducted different outcomes. The preceding researches showed how the communicative competence was evaluated in accordance with the conflict management strategy. In these researches, it also indicated that the integration strategy had a static correlation with the conflict management strategy and negative correlation with the evasive strategy and the partition strategy as well. This implied that the people using the integration strategy had communicative competence. On the other hand, the people using evasive and partition strategy were concluded to be having relatively no competence at all. The differences between the existing researches and this study are indeed considered to be inevitable as the existing researches were conducted based on university students while this study was based on hotel employees.
Communicative competence positively affected the satisfaction on relationships after conflicts, and trust, one of the behaviors after conflicts, was sought to be vital in satisfying interpersonal relationships.
Through the group analysis, three categories were established as a group with active conflict management, a group with medial conflict management, and a group with passive conflict management. The medial conflict management group constituted the largest portion of the three followed by the passive conflict management group and finally the active conflict management group. The preceding researches concluded that partition strategy and evasive strategy were not widely used when the interactive strategy was practiced significantly. However, with the group analysis, conflict management strategy was found to utilize all kinds of strategies. The differences between behaviors was only shown when practicing active conflict management or practicing passive conflict management depending on the group. Most of the employees in the food and beverage department in the hotel practiced evasive strategy. However, with the result of the group analysis, not only did the use evasive strategy, but they were also using both interactive and partition strategy. This analysis differentiates with the former researches. Once the employees acknowledge the negative aspects of conflicts, they will be able to apply conflict management strategy appropriately.
As examined above, although the hotel employees mostly use evasive strategy when in conflict, they use all of the conflict management strategies depending on the situation. In order to enhance communicative competence and to positively influence the employees’ behavior after conflict, using the appropriate conflict management strategy will be the outstanding solution by breaking away from the negative recognition of conflict.

목차 (Table of Contents)

• 제 1 장 서 론 1
• 제 1 절 문제의 제기 1
• 제 2 절 연구의 목적 4
• 제 3 절 연구방법 및 구성 6
• 제 2 장 연구의 이론적 배경 7
• 제 1 절 호텔 직원의 갈등관리전략 7
• 1. 갈등의 개념 및 관점 7
• 2. 갈등관리전략의 유형 10
• 3. 호텔 직원의 갈등 16
• 제 2 절 호텔 직원의 커뮤니케이션 능력 18
• 1. 커뮤니케이션 능력의 정의 18
• 2. 커뮤니케이션 능력의 구성 21
• 3. 호텔 직원의 커뮤니케이션 능력 24
• 제 3 절 갈등관리전략과 커뮤니케이션 능력간의 관계 26
• 1. 갈등연구에서 커뮤니케이션 능력 모델 26
• 2. 갈등관리전략과 커뮤니케이션 능력간의 연구경향 30
• 제 4 절 갈등관리전략과 커뮤니케이션 능력의 구성 개념간의 관계 34
• 1. 갈등관리전략과 커뮤니케이션 능력간의 관계 34
• 제 3 장 연구방법 및 설계 37
• 제 1 절 연구 모형 37
• 제 2 절 연구 가설의 설정 39
• 제 3 절 실증조사의 설계 42
• 1. 표본의 설계 42
• 2. 조사도구의 조작적 정의와 설문지 구성 43
• 3. 분석절차 46
• 제 4 장 실증분석 48
• 제 1 절 표본의 일반적 특성 48
• 제 2 절 측정도구의 타당성 및 신뢰도 분석 51
• 1. 통합전략에 대한 요인분석 및 신뢰도 분석 51
• 2. 커뮤니케이션 능력에 대한 요인분석 및 신뢰도 분석 53
• 3. 갈등 후 행동에 대한 요인분석 및 신뢰도 분석 55
• 제 3 절 가설의 검증 57
• 제 4 절 추가분석 검증 68
• 1. 갈등관리전략의 선호도에 대한 군집분석 68
• 2. 군집분석에 따른 인구통계학적 특성 71
• 3. 추가분석 검증 요약 74
• 제 5 장 결론 및 고찰 76
• 제 1 절 연구의 요약 및 시사점 76
• 제 2 절 연구의 한계점 및 향후 연구 방향 83
• 참고문헌 85
• 설 문 지 94
• ABSTRACT 98