室內設計業溝通障礙問題研究

Communication Disorder of Interior Design Practice.

韓順英

指導教授 ： 莊修田

國立臺灣師範大學/科技學院/工業教育學系/碩士(2013年)

摘要

室內設計業的糾紛問題層出不窮，究其原因為室內設計之標的物難以具體描述，造成業者與業主雙方各自的解讀不同。為使業主得到滿意的服務過程與成果，實有賴於良好健全的溝通運作，來促成雙方共識，故溝通在此的重要性不言而喻。在本研究中，探討室內設計服務過程中業主與業者的溝通問題，以了解溝通障礙的形成原因，利於防範糾紛的發生。
本研究採用文獻分析法擬定訪談方向，分別針對業主、業者兩種不同身分，各取樣四人共八位訪談對象進行半結構式深度訪談，並將訪談資料作分析比對整理，提出室內設計業溝通障礙架構。本研究目的內容有：1. 探討可歸因於業者的溝通問題；2. 探討可歸因於業主的溝通問題；3. 分析可歸因於業者、業主雙方的溝通問題；4. 建立室內設計業溝通障礙架構；5. 探討因應溝通障礙之溝通策略。
研究結果分析，業者方主要問題為其溝通及管理能力不佳，而業主方問題顯現在價值觀、參與程度、他人意見、高度期許、需求表達及期待落差上。共通性問題性質廣泛，包括個人的文化背景、經驗、專業知識，溝通的媒介、窗口、風格，需求認知、專業差距及時間。總結有17項溝通障礙因子，經歸納整理初擬為室內設計溝通障礙架構：1. 背景因素：包含文化背景、專業知識、個人經驗及價值觀；2. 中介因素：包含溝通媒介、溝通能力、溝通窗口、溝通風格、參與程度、他人意見、高度期許、管理能力、需求表達及時間因素；3. 障礙結果：期待落差、專業差距及需求認知。
本研究結果以角色立場為出發點，為業者、業主兩方提供不同的溝通策略，作為改善溝通問題、增進溝通效能的參考依據。

關鍵字

室內設計 ； 溝通 ； 溝通障礙

並列摘要

The interior design practice disputed question emerged one after another incessantly, the reason for the interior design of the subject matter is difficult to describe, that is resulting in different interpretation on the subject of the outcome. In order to enable the consumer to obtain satisfaction service process and the achievement, depend on a good communication operation. It’s led to a consensus between the two sides, so communication is important in interior design practice. Response to the above problems, in this study, to investigate the communication problem between consumers and practicians in the process of interior design services, which will help to prevent the occurrence of
disputes. Finally, discuss the reason of communication barriers.

Document analysis method used in this study. Two different
questionnaires for consumers and practicians, each sampling four and there are
eight person to take the semi-structured interview. The purpose of this study:
1. Explore attributable to the practicians of the communication problems.
2. Explore attributable to the consumers of the communication problems.
3. Explore attributable to both of the communication problems.
4. Establish the communication barriers structure of interior design practice.
5. Explore the communication strategy.

The research result, first, the practician’s problems is its poor communication and management skills. Second, the consumer’s problems have emerged in the values, participation, other opinions, high expectations,demand expression, and expectation discrepancy. Third, the commonality problems including the cultural background, personal experience, professional knowledge, communication media, communication channel, communication style,professional gap, demand cognition, and time factor. Summary of 17 communication barriers factors, we try to establish a structure by those 17 factors:

1. Background factors: cultural background, professional knowledge, personal
experience, and values.
2. Intermediary factors: communication media, communication skills,
communication channel, communication style, participation, other opinions,
high expectations, management ability, demand expression, and the time
factor.
3. Communication barriers: expectation discrepancy, professional gap, and
demand cognition.
This research explores different communication strategy from consumer’s
and practician’s views. It can be the reference for improving communication
problems and the effectiveness of communication.

並列關鍵字

interior design ； communication ； communication barriers

參考文獻

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