영업사원의 성과향상을 위한 관리자의 피드포워드코칭모델 개발
Development of a Feedforward Coaching Model for Managers to Enhance Salespersons' Performance
0
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
본 연구의 목적은 영업사원의 성과향상을 위한 관리자의 피드포워드코칭모델을 개발하는 것이다. 피드포워드코칭모델의 구성요소를 도출하기 위해 문헌고찰, 일대일 심층 인터뷰, 초점집단면담 및 25명의 전문가 패널을 구성하여 3차에 걸친 델파이 조사를 진행하였다. 연구결과 영업관리자의 피드포워드코칭모델을 완성하여 FFC 모델을 개발하였다. FFC 모델은 관계형성(Relationing), 강점확장(Strength expansioning), 미래지향(Vsioning), 실행목표(Targeting), 성장지원(Growth supporting), 행동변화(Action change) 등 6개의 요소로 구성되었다. 본 연구의 결론은 첫째, FFC 모델을 사용하여 피드포워드와 코칭이 결합할 때 성과 향상을 위한 도구로 효과적으로 활용될 수 있다는 가능성을 입증하였다. 둘째, FFC 모델이 영업사원, 관리자 그리고 조직의 동반성장을 위한 중요한 구조와 원리로 구성되어 있다는 점이다. 셋째, FFC 모델이 소통 품질의 패러다임을 변화시키는 역할을 한다는 점이다. 본 연구에서 개발한 FFC 모델은 피드포워드와 코칭의 결합을 통해 소통 품질의 혁신적인 패러다임을 제시하여 영업사원, 관리자 및 조직의 동반성장을 촉진함으로써 성과향상을 이루는 데 유용하게 활용될 수 있을 것이다.
Abstract
The purpose of this study was to develop a feedforward coaching model for enhancing salespersons' performance. A three-stage Delphi survey was conducted, comprising literature review, one-on-one in-depth interviews, focus group interviews, and a panel of 25 experts to derive the components of the feedforward coaching model. The research resulted in the completion of the Feedforward Coaching (FFC) model for sales managers, composed of six elements: Relationing, Strength Expansioning, Visioning, Targeting, Growth Supporting, and Action Change. The study's conclusions affirm: firstly, the potential efficacy of employing the FFC model as an effective tool for enhancing performance when integrating feedforward and coaching; secondly, the FFC model's significance as a crucial structure and principle for mutual growth among salespersons, managers, and organizations; and thirdly, the transformative role of the FFC model in altering the paradigm of communication quality. The FFC model developed in this research, integrating feedforward and coaching, stands to be beneficial for achieving performance enhancement by introducing an innovative paradigm for communication quality, fostering mutual growth among salespersons, managers, and organizations.
참고문헌 (82)
- 강영순, "코칭리더십, 기본심리욕구, 혁신행동, 조직시민행동의 구조적 관계", 대한경영학회지, 26, pp.1909~1928 (2013)
- 김진영, "영업사원의 성과향상을 위한 관리자의 피드포워드 제공 경험 탐색", 역량개발학습연구, 18(2), pp.1~29 (2023)
- 김창기, "대면채널사원 인적네트워크 및 지식수준이 영업성과에 미치는 영향에 관한 연구", 벤처창업연구, 11(3), pp.177~187 (2016)
- 김혜연, "전문코치양성 워크숍 자료집" (2011), 제주대학교 제주코칭리더십센터
- 남상은, "대학생 학사경고자를 위한 코칭 프로그램의 개발 및 적용에 관한 실행 연구", 교양교육연구, 11(1), pp.281~311 (2017)
- 도미향, "한국코칭학회 전문 코치 자격 과정 매뉴얼", ~ (2017)
- 도미향, "조직의 성과달성을 위한 리더십역량강화코칭 연구경향", 코칭연구, 3(2), pp.5~22 (2010)
- 도미향, "한국형 코칭리더십 척도(K-CBLS)타당화 연구", 코칭연구, 16(3), pp.5~26 (2023)
- 박상협, "SPMS의 피드백과 피드포워드 이용, 지속가능 역량, 그리고 경영성과 간의 관계", 관리회계연구, 21(3), pp.1~20 (2021)[DOI]
- 박정길, "교사-학생 상호작용을 위한 교사코칭모델 개발", 박사, pp.2018
- 박정영, "효과적인 그룹코칭 프로세스 개발에 관한 연구", Journal of Korean Coaching research, 3(1), pp.41~64 (2010)
- 박찬욱, "고객관계구축을 위한 영업관리" (2012), 도서출판청람
- 양동민, "다수준분석 관점에서의 위계적 리더십 : 차상위리더와 부하간 교환관계의 조절효과 검증", 박사, 경영학과, pp.2012
- 양필석, "변혁적 리더십과 조직몰입의 관계에 관한 실증연구 : 핵심자기평가의 매개효과", 기업경영연구, 18(4), pp.97~117 (2011)
- 유정선, "서비스기업 종사원의 의사소통 환경이 직무만족 및 조직몰입에 미치는 영향", 관광경영연구, 18(2), pp.129~150 (2014)
- 윤선경, "피드백 환경과 가치일치가 조직변화저항 및 조직변화몰입에 미치는 영향 : 금융사 간 PMI(합병 후 통합)과정을 중심으로", HRD연구, 19(1), pp.1~34 (2017)[DOI]
- 이지영, "코칭이 리더-부하와의 교환관계(LMX), 조직지원인식, 조직몰입에 미치는 영향", 인적자원관리연구, 22(3), pp.89~108 (2015)
- 이종성, "델파이 방법" (2001), 교육과학사
- 이태헌, "영업관리자 피드백이 영업사원의 성취욕구와 조직몰입에 미치는 영향에 관한 실증연구", 경영교육연구, 32(5), pp.201~223 (2017)
- 이현숙, "병원간호사의 의사소통 능력, 의사소통 유형, 조직몰입 간의 관계", 간호행정학회지, 16(4), pp.488~496 (2010)
- 장미경, "항공사 종사원의 조직커뮤니케이션 만족이 고객지향성에 미치는 영향 : 집단응집성의 매개효과", 관광경영연구, 78, pp.217~237 (2017)
- 정태영, "영업관리자의 코칭이 직원의 직무성과에 미치는 영향 분석 : 평생학습 및 HRD에서의 코칭성과와 신뢰의 매개효과 중심으로", 인력개발학회, 11(3), pp.125~153 (2009)
- 조대연, "관리자의 코칭행동과 부하직원이 인식한 직무성과의 관계", HRD연구, 13(4), pp.89~109 (2011)
- 조성진, "코칭이 자기효능감, 성과 및 가족관계에 미치는 영향과 이에 대한 감성지능의 조절효과", 박사, 인사ㆍ조직, pp.2009
- 탁진국, "코칭리더십 척도 개발 및 타당화", 한국심리학회지, 24(1), pp.127~155 (2011)
- 허영림, "코칭 관련 국내 간호연구 동향분석", 코칭연구, 11(2), pp.5~22 (2018)
- Alro, H., "Dialogic feedforward in group coaching", International Journal of Action Research, 11(3), pp.317~338 (2015)[DOI]
- Anderson, E. T, "Important distance education practices: A Delphi study of administrators and coordinators of distance education programs in higher education", doctor, pp.1997
- Au, A. K., "Organizational media choice in performance feedback : A multifaceted approach", Journal of Applied Social Psychology, 43(2), pp.397~407 (2013)[DOI]
- Audia, P. G., "Benefiting from negative feedback", Human Resource Management Review, 13(4), pp.631~646 (2003)[DOI]
- Ayre, C., "Critical values for Lawshe’s content validity ratio : Revisiting the original methods of calculation", Measurement and Evaluation in Counseling and Development, 47(1), pp.79~86 (2014)[DOI]
- Baker, D. J., "Feedforward strategies in the first-year experience of online and distributed learning environments", Assessment & Evaluation in Higher Education, 38(6), pp.687~697 (2013)[DOI]
- Biswas-Diener, R., "Positive psychology coaching: Putting the science of happiness to work for your clients" (2007), John Wiley & Sons
- Budworth, M. H., "Looking forward to performance improvement : A field test of the feedforward interview for performance management", Human Resource Management, 54(1), pp.45~54 (2015)[DOI]
- Bushe, G. R., "A comparative case study of appreciative inquiries in one organization : Implications for practice", Revista de Cercetare şi Intervenţie Socială, 29, pp.7~24 (2010)
- Chitac, I. M., "The feedback fallacy in learning : Making practice and interdisciplinarity count", Network Intelligence Studies, 19, pp.13~23 (2022)
- Cooperrider, D. L., "Appreciative inquiry: A positive revolution in change" (2005), Berrett-Koehler Publishers
- Cuevas, J. M., "The transformation of professional selling : Implications for leading the modern sales organization", Industrial Marketing Management, 69, pp.198~208 (2018)[DOI]
- Davies, S., "Building a business-to-business sales process", Open Source Business Resource, pp.14~19 (2010)
- Dickson, H., "Feedback, feedforward : Evaluating the effectiveness of an oral peer review exercise amongst postgraduate students", Assessment and Evaluation in Higher Education, 44(5), pp.692~704 (2019)[DOI]
- Dixit, R., "Is feedforward the way forward? A case of managers in a manufacturing firm, Development and learning in organizations", International Journal, 35(2), pp.7~1 (2021)[DOI]
- Executive coaching: An annotated bibliography, "Douglas, C. A.", Center for Creative Leadership, ~ (2000)
- Ewing, D. M, "Future competencies neededin the preparation of secretaries in the state of Illinois using the Delphi technique", doctor, pp.1991
- Finnerty, M, "ASTD Handbook for Workplace Learning Professionals", pp.359~373 (2008), ASTD Press
- Glaser, B. G., "The discovery of grounded theory: Strategies for qualitative research" (1967), Sociology Press
- Goldsmith, M., "Try feedforward instead of feedback", Journal for Quality and Participation, 26(3), pp.38~40 (2003)
- Goldsmith, M., "Try feedforward instead of feedback", Business Credit, 124(3), pp.4~5 (2022)
- "ICF KOREA 20주년 마샬 골드스미스 초청 5월 국제특강" (2023)[URL]
- Goldsmith, M., "What got you here won't get you there: How successful people become even more successful" (2007), HPG
- Hirsch, J, "피드포워드: 사람의 마음을 움직이는 미래형 피드백의 6가지 비밀" (2019), 보랏빛소
- Jaworski, B. J., "Toward a theory of marketing control : environmental context, control types, and consequences", Journal of Marketing, 52(3), pp.23~39 (1988)[DOI]
- Jones, E., "Key accounts and team selling : A review, framework, and research agenda", Journal of Personal Selling & Sales Management, 25(2), pp.181~198 (2005)
- Kilic, C., "Antecedences and consequences of customer orientation : Do individual factors affect customer orientation", The Business Review, 7(1), pp.1~7 (2007)
- Kluger, A. N., "The effects of feedback interventions on performance : a historical review, a meta-analysis, and a preliminary feedback intervention theory", Psychological Bulletin, 119(2), pp.254~284 (1996)[DOI]
- Kluger, A. N., "The feedforward interview", Human Resource Management Review, 20, pp.235~246 (2010)[DOI]
- Latifi, S., "Peer feedback or peer feedforward? Enhancing students' argumentative peer learning processes and outcomes", British Journal of Educational Technology, 52(2), pp.768~784 (2021)[DOI]
- Lawshe, C. H., "A quantitative approach to content validity", Personnel Psychology, 28, pp.563~575 (1975)[DOI]
- Lee, M. S., "The effects of service employee resilience on emotional labor : Double-mediation of person–job fit and work engagement", International Journal of Environmental Research and Public Health, 17(19), pp.7198~7212 (2020)[DOI]
- Li, D., "A study on the relationship between supervisor's feedback and employees' creativity: The mediating effect of psychological capital", 2012 IEEE International Conference on Computer Science and Automation Engineering, pp.669~672 (2012), IEEE
- Luecke, R, "Coaching and mentoring: How to develop top talent and achieve stronger performance" (2004), Harvard Business Press
- McDermott, L. C, "The power of peer coaching" (2011), ASTD Press
- McDowall, A., "Is feedforward the way forward? A comparison of the effects of feedforward coaching and feedback", International Coaching Psychology Review, 9(2), pp.135~146 (2014)[DOI]
- McDowall, A., "The coaching relationship", pp.73~96 (2010), Routledge
- "Playing atari with deep reinforcement learning" (2013)[URL]
- Okoli, C., "The Delphi method as a research tool : An example, design considerations and applications", Information & Management, 42(1), pp.15~29 (2004)
- Oliver, R. L., "An empirical test of the consequences of behavior and outcome-based sales control systems", Journal of Marketing, 58(4), pp.53~67 (1994)[DOI]
- Padlowska, A., "Feedback and feedforward as techniques supporting internal comunication in the enterprise", Humanitas University's Research Papers Management, 22(4), pp.153~168 (2021)[DOI]
- Panagopoulos, N. G., "Transformational leadership as a mediator of the relationship between behavior‐based control and salespeople's key outcomes: An initial investigation", European Journal of Marketing, 43(7-8), pp.1008~1031 (2009)[DOI]
- Podsakoff, P. M., "Common method biases in behavioral research : A critical review of the literature and recommended remedies", Journal of Applied Psychology, 88(5), pp.879~903 (2003)[DOI]
- Quaglieri, P. L, "The antecedents and consequences of accepting job performance feedback", doctor, pp.1982
- Richey, R. C., "Developmental research : Studies of instructional design and development", Developmental Research, 41, pp.1099~1130 (2004)
- Robbins, S. P., "Training in interpersonal skills: Tips for managing people at work" (2012), Pearson Prentice Hall
- Rosenblatt, F, "The perceptron: a probabilistic model for information storage and organization in the brain", Psychological Review, 65(6), pp.386~ (1958)[DOI]
- Stanier, M. B, "The coaching habit: Say less, ask more, & change the way you lead forever" (2016), Box of Crayons Press
- Steelman, L. A., "The feedback environment scale : Construct definition, measurement, and validation", Educational and Psychological Measurement, 64(1), pp.165~184 (2004)[DOI]
- Stoltzfus, T, "Coaching questions: A coach's guide to powerful asking skills" (2008), Tony Stoltzfus
- Stowell, S. J, "Leadership and the coaching process in organizations", doctor, pp.1987
- Terho, H., "How sales strategy translates into performance : The role of salesperson customer orientation and value-based selling", Industrial Marketing Management, 45(1), pp.12~21 (2015)[DOI]
- Van Knippenberg, D., "Leadership, self, and identity : A review and research agenda", The Leadership Quarterly, 15(6), pp.825~856 (2004)[DOI]
- Whetten, D. A., "Developing management skills" (2011), Prentice-Hall
- Whitmore, S. J., "Coaching for performance: Growing human potential and purpose: The principles and practice of coaching and leadership" (2009), Nicholas-Brealey
- Yukl, G. A, "Leadership in organizations" (2011), Prentice Hall
