文官培訓輔導員情緒勞務之探究

A Study on Counselors' Emotional Labor for Civil Servant Training

侯雅雯(Ya-Wen Hou)

《文官培訓學刊》 1卷2期 (2016/12) Pp. 37-63

https://doi.org/10.6700/JCST.2016.0102.02

摘要

在顧客導向的年代，文官培訓活動是具服務性質的活動，輔導員與顧客的互動是充滿情緒的。在諸多領域上有情緒勞務的研究，然而，在公部門的情緒勞務研究卻仍稀少，尤其是文官培訓輔導員的情緒勞務研究。因此，本研究主要目的在於提出文官培訓輔導員是情緒勞務工作者的論點。本研究採用質性訪談方式，探討文官培訓帶班輔導員的情緒勞務與情緒回應經驗。研究結果發現，輔導員經歷多元的情緒經驗；他們的情緒經驗多來自於和參訓學員之互動；他們的情緒勞務多以表層演出較多；且不同因素會影響輔導員情緒勞務狀態與程度。

關鍵字

人才培訓 ； 國家文官學院 ； 情緒勞務 ； 輔導員

並列摘要

In the age focusing on customer orientation, the training of civil servants is a service. The interaction among counselors of civil servant training, instructors, and trainees is filled with diverse emotions. Although the concept of emotional labor is applied to many fields, it is rarely discussed in the public sector, especially the emotional labor of civil servant training counselors. This study aims to argue that counselors of civil servant training are emotional labors. The researcher interviewed four counselors to explore their emotional experiences and she found that these counselors experience diverse emotions; most emotional experiences result from the interaction between counselors and trainees; they often use surface acting to display their emotions; and different variables have impacts on counselors' emotional labor.

並列關鍵字

Talent Training ； National Academy of Civil Service ； Emotional Labor ； Counselors