수퍼바이저와의 커뮤니케이션이 복지서비스조직 구성원의 스트레스, 소진, 이직의사에 미치는 영향:미국 사회복지사를 대상으로
Effects of Supervisory Communication on Job Stress, Burnout and Turnover Intention: Focusing on American Social Workers
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초록
직무스트레스가 높은 조직의 구성원들은 소진을 경험하게 되고 소진을 많이 느낄수록 높은 이직의사를 가지게 된다. 본 연구는 조직 내에서 수퍼바이저와 하급자간의 커뮤니케이션이 하급자들이 직무스트레스를 극복하는데 어떠한 역할을 하는지 조사하였다. 구체적으로 복지서비스조직에 종사하는 미국 사회복지사 406명을 대상으로 수퍼바이저와 하급자간의 하향적 직무중심 커뮤니케이션, 관계중심의 지지적 커뮤니케이션, 상향적 직무중심 커뮤니케이션이 1) 하급자의 직무스트레스에 미치는 직접적 영향과 2) 직무스트레스와 소진의 관계에 미치는 중재효과를 구조모형방정식을 사용하여 검증하였다. 연구결과 소진이 직무스트레스와 이직의사를 매개하는 기능을 하며 하향적 직무중심 커뮤니케이션과 관계중심의 지지적 커뮤니케이션이 직무스트레스를 줄이는데 직접적으로 영향을 미치는 것으로 나타났다. 수퍼바이저와의 상향적 직무중심 커뮤니케이션은 직무스트레스에는 직접적으로 영향을 미치지 않으나 스트레스와 소진과의 관계를 중재하는 것으로 나타났다. 연구결과를 바탕으로 조직 내 수퍼바이저와의 커뮤니케이션이 갖는 역할에 관하여 논하였다.
Abstract
Previous literature suggests that job stress in human service organization results in worker burnout and high turnover intention. This study examines 1) direct effects of three types of supervisory communication (i.e., downward job relevant communication, positive relationship communication, and upward job relevant communication) on job stress and 2) moderating effects of the supervisory communication on the relationship between job stress and burnout. This study employed a sample of 406 social workers from California state-registered social workers. Adjusted for age, gender, organizational tenure, and annual salary, structural equation analyses revealed that job stress had a positive direct effect on burnout and burnout had direct effect on turnover intention. Results showed that downward job relevant communication and positive relationship communication had negative direct effects on job stress, while upward job relevant communication buffered effects of job stress on burnout. Study results suggest that different types of supervisory communication have unique functions in preventing burnout and turnover among social workers. Implications for Korean social work administration and future research are discussed.
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