專案管理中資訊人員的溝通能力對溝通效能之影響

The influence of communication competence on communication effectiveness of IS/IT professionals in project management

黃婷芝(Ting-Chih Huang)

指導教授 ： 李婷

元智大學/資訊學院/資訊管理學系/碩士(2009年)

摘要

面對科技日益進步及競爭激烈的時代，資訊人員(IS/IT professionals)已成為企業組織不可或缺的人員，他們關係著企業組織的核心技術與存亡。再者，為了使工作更有效率，許多企業組織已改變其運作型態，將工作任務以專案的方式來執行。然而，專案管理(project management)若要成功最重要的除了團隊成員(team members)的專業技術之外，尚須有良好的溝通能力(communication competence)以便能與顧客/使用者協商。假使專案成員未能具有良好的溝通能力，則事件訊息就無法正確且有效的傳達，相對就會增加其專案成功的困難度。因此，本研究旨在探討專案管理中資訊人員之溝通能力，以及溝通能力對溝通效能(communication effectiveness)有何影響。本研究對象為專案中的資訊人員及其顧客/使用者，採一對一配對問卷的方式進行。研究方法利用PLS路徑分析來完成問卷信效度和假設考驗的驗證，再進行成對樣本的T檢定(資訊人員樣本vs. 顧客/使用者樣本)。研究結果顯示專案中資訊人員之溝通能力，包括溝通沉著度、溝通清晰度、溝通認同度和溝通機智度會顯著正向影響溝通效能，而資訊人員自我評估之溝通能力及溝通效能有顯著高於顧客/使用者之評估。根據本研究的結論提出對企業組織溝通層面的相關建議，以供資訊主管、專案資訊人員和顧客/使用者參考。

關鍵字

溝通能力 ； 溝通效能 ； 溝通滿足 ； 人際溝通 ； 組織溝通 ； 專案管理

並列摘要

Nowadays, IS/IT professionals play important roles in almost every organizations with their “know how” of technology which makes organizations competitive. Meanwhile, many organizations have changed their ways in task management to catch up with the rapidly changing world. They divide task into projects by project management. However, the success of project relies on professional capabilities of project team members, and most important of all, their communication competence. Through which the project team members may express both their thoughts and messages on the tasks. Therefore, the purpose of this study is to identify the communication competence of IS/IT professionals, and its influence on the communication effectiveness of IS/IT professionals in project management. The research objects are the IS/IT professionals of project management and the customers/users of the respective IS/IT professionals. In this study, we use partial least square (PLS) method to analyze the reliability and validity of the questionnaire and to testify the research mdoel. Paired t-test was also conducted to compare the perceived communication competence from the view point of IS/IT professionals and the customers/users. The results indicated that communication competence, including communication composure, communication clearness, communication identity and communication wit significantly affect the communication effectiveness. Also, communication competence and effectiveness perceived by IS/IT professionals are significantly higher that perceived by customers/users.

並列關鍵字

communication competence ； communication effectiveness ； communication satisfaction ； interpersonal communication ； organizational communication ； project management

參考文獻

[18]許士軍(1989)。管理學。台北：東華。

[5]李淑慧(2001)。專案績效受專案創新類型、資源配置與專案溝通策略之相關性影響研究─以新竹科學園區廠商為例。中原大學企業管理研究所碩士論文。

[17]袁奕福(2008)。IT人員控制能力與溝通能力對ERP系統導入之影響。元智大學資訊管理研究所碩士論文。

[21]馮心蕾(2003)。室內設計專案管理之研究。中原大學室內設計研究所碩士論文。

[24]楊聰敏(2008)。組織溝通對技術策略、技術能力與創新績效關聯性影響之研究。成功大學高階管理研究所碩士論文。