조직 내 커뮤니케이션 불확실성과 모호성의 차별성 - 불확실성과 모호성의 선행변인과 영향에 대하여
Difference between Uncertainty and Ambiguity in Organizational Communication
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초록
본 연구는 불확실성과 모호성이 커뮤니케이션 과정에서 발생하는 서로 다른 양상을 의미하는 차별적인 개념임을 확인하는 것과 함께 이들에 영향을 미치는 변인들이 어떤 것이 있을 수 있는지를 검토하고자 하였다. 본 연구는 먼저 요인분석을 통해 불확실성과 모호성이라는 개념이 비록 서로 상관성을 가지는 개념이긴 하지만 독립적이라는 것을 확인하였다. 둘째로 본 연구는 불확실성과 모호성이 동일한 변인들에 의해 차별적으로 관련되어 있음을 확인하였다. 구체적으로, 정보불일치는 불확실성과 모호성을 모두 증대시키고 있으나 불확실성에 보다 더 큰 영향을 미치는 것으로 나타났다. 이와 함께 정보의 질은 모호성에는 영향을 미치지 않지만 불확실성에는 강한 부정적인 영향을 가지는 것으로 나타났다. 반면 역할에 대한 이해도, 조직과의 친숙도, 자아효능감, 커뮤니케이션 자신감, 면대면 커뮤니케이션의 중요도 등은 불확실성과 모호성을 모두 감소시키고 있지만 상대적으로 모호성과 더 큰 부정적인 관련성을 가지는 것으로 확인되었다. 또한 본 연구에서는 직업에 대한 만족도와 구성원에 대한 신뢰도에 대하여 불확실성만이 부정적인 영향을 미치는 것으로 나타났다.
Abstract
The current research tends to understand uncertainty and ambiguity as equivalent or interchangeable. This paper disagrees with that tendency and tried to understand the differences between uncertainty and ambiguity in terms of their antecedents and effects. The findings of this study can be summarized into three parts. First of all, the study verified that uncertainty and ambiguity are related to each other, but these are conceptually different. The principal factor analysis confirmed that uncertainty and ambiguity in communication with superiors and organization(CEO) tended to be perceived as separate constructs by this studyʹs respondents. Second, this study found that information discrepancy increased uncertainty as well as ambiguity, while other antecedents decreased them. In addition, as the study expected information discrepancy and information quality were more likely to affect uncertainty than ambiguity. In contrast, other variables were likely to have more strong effects on ambiguity than uncertainty. Third, the study tested the different effects of uncertainty and ambiguity on job satisfaction, confidence in organizational members and organizational identification. The findings showed that uncertainty tended to negatively affect job satisfaction and confidence in organizational members, but ambiguity did not have statistically meaningful impacts on those variables.
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