고객접점직원의 정서조절을 위한 통합예술치료 프로그램 연구

초록

The emotions of the customer representative are closely related to the overall work life. To this end, this study sought to find out the effectiveness of the development and application of integrated art therapy programs to control the emotions of customer contact employees. To this end, we conducted an integrated art therapy program consisting of a total of 18 times for 80 minutes for two employees working at customer contact points. The results of this study are as follows. First, an integrated art therapy program was developed by reflecting the emotional control characteristics of the subjects analyzed through in-depth interviews and pre-examination based on the emotional control components. The goals of each stage consisted of intimacy building and emotion recognition, emotion expression and emotion acceptance, impulse emotion regulation and interpersonal relationships, and emotion integration. Second, the effectiveness of the program changed more positively after 60 days than immediately after the end of the program. Third, through session-by-session analysis and interview analysis, we were able to see positive changes in the overall process of the integrated art therapy program

키워드