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영어

In this paper, we studied the effects of consultants' verbal and non-verbal communication on client trust, organizational characteristics, and consulting performance of recipient companies in the consulting industry, an intangible business dealing with people. This study was revised to meet the purpose of this study through preliminary verification from September 30 to October 14, 2019 for employees with experience in consulting. Through the online questionnaire, the revised questionnaire was collected from 1,500 people from January 13 to February 1, 2020, and 289 copies were collected through random sampling. Statistical programs SPSS 22.0 and AMOS 22.0 were used for empirical analysis of the collected questionnaires. The analyzed results of this study are summarized below. First, looking at the relationship between the linguistic communication of the consultant, client trust, and organizational characteristics, it was found that the linguistic communication of the consultant had a significant positive effect on client trust and organizational trust. Second, looking at the relationship between the consultant's linguistic communication and consulting performance, it was found that the consultant's linguistic communication did not significantly affect the consulting performance. However, this resulted in a complete mediating effect between client trust and client organizational characteristics, which had a significant effect on consulting performance. In other words, although the linguistic communication of the consultant does not independently affect the consulting performance, it can be considered that there are indirect effects on the consulting performance if the parameters of client trust and client organizational characteristics exist. Third, among the non-verbal communication of consultants, body language, spatial language, auditory language, and appearance language all have a significant positive effect on client trust and organizational characteristics. Fourth, among the non-verbal communication of consultants, body language, spatial language, auditory language, and appearance language were found to have a significant positive effect on consulting performance. This is contrary to the fact that the linguistic communication of the consultant does not have a significant influence on the consulting performance, and as a result of research by Woo Ryong Kim (2014), it acted as an auxiliary role that non-verbal communication delivers more effectively than verbal communication. Is shown. Through the results of this study, the linguistic and non-verbal communication of consultants is an important factor in positively leading the consulting performance, and it seems necessary to strengthen the intensive training on communication skills internally in consulting companies. In addition, based on the results of this study, if the importance of linguistic and non-verbal communication of consultants is recognized and used in training to strengthen consultants' competency, it will be an opportunity to increase the awareness and consulting performance of domestic consulting.

한국어

본 논문에서는 컨설턴트의 언어적, 비언어적 커뮤니케이션이 컨설팅 성과에 미치는 영향과 신뢰와 조직특성의 매개효과에 대해 분석하는 것 을 목적으로 하고 있다. 이를 위해 중소기업 대상으로 컨설팅 서비스를 받은 경험이 있는 담당자 254명의 설문자료를 바탕으로 분석을 실시하였 다. 연구결과, 첫째, 컨설턴트의 언어적 커뮤니케이션은 신뢰와 조직특성에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 컨설턴트의 비언어적 커뮤니케이션은 신뢰와 조직특성, 컨설팅 성과에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 컨설턴트의 언어적 커뮤니케이션은 컨설팅 성 과에 정(+)의 영향을 미치지 않는 것으로 나타났다.본 연구는 컨설턴트의 비언어적 커뮤니케이션이 컨설팅 성과에 미치는 영향에 대해 실증적으 로 입증하였고, 컨설팅 성과를 높이기 위해 컨설팅사 내부적으로 커뮤니케이션 스킬 및 활용에 대해 중점 교육의 필요성을 제시하였다.