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KMID : 1023720130600010121
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Journal of Welfare for the Aged
2013 Volume.60 No. 1 p.121 ~ p.141
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A study on the impact of the emotional intelligence of workers working in welfare facilities for the elderly -centered around the relationships between the sub?dimensions of emotional intelligence-
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Um Ki-Wook
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Abstract
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The purpose of this study is to examine the relationship between the sub-dimensions of emotional intelligence in terms of the impact of the emotional intelligence of workers in welfare facilities for the elderly on the quality of service. This survey was conducted targeting a total of 210 workers working in welfare facilities for the elderly. The analysis results show that, although workers` emotional self-control does not have a direct influence on the quality of the service when controlled for age, there is an indirect impact on the quality of service through the workers` utilization of their own emotions to allow them to understand the emotions of others. As a result, the structure of the four sub-dimensional relationships of emotional intelligence affected the quality of service by allowing empathy and emotional self-control while setting emotional self awareness as a prerequisite variable. The results of this study suggest that there is a need to develop a program to improve the emotional intelligence of workers in order to improve the quality of elderly welfare services. Furthermore, it is suggested to take advantage of continuing education for welfare facility workers to provide the opportunity to help them understand their own emotions and also to educate them so that this self understanding can lead to the improvement of the quality of service they provide.
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KEYWORD
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self-emotional appraisal, other`s emotional appraisal, use of emotion, regulation of emotion, quality of service
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