公共衛生人員情緒勞務、情緒智力與工作倦怠關聯性研究

Relationship among Emotional Labor, Emotional Intelligence and Job Burnout of Public Health Staff

劉廷揚(Ting-Yang Liu) ； 李昭蓉(Chao-Jung Li) ； 蘇政宏(Chent-Hung Su) ； 吳佩璉(Pei-Lien Wu)

《政策與人力管理》 7卷2期 (2016/12) Pp. 89-114

https://doi.org/10.29944/PPM.201612_7(2).0003

摘要

本研究以實證調查資料，探討高雄市政府衛生局公共衛生人員情緒勞務與工作倦怠間之關係，並以情緒智力為調節變項。為達研究目的，本研究以高雄市政府衛生局人員（含正式人員、約聘雇人員及臨時人員等）為研究對象進行問卷調查。研究結果發現：首先，公共衛生人員情緒勞務對工作倦怠具有顯著負向相關；其次，情緒智力對工作倦怠具有顯著負向影響；第三，情緒智力投入不會改變情緒勞務與工作倦怠間之關係，故情緒智力在情緒勞務與工作倦怠間不具調節效果。基於上述研究結果，建議在實務管理方面應增加專業、心理諮商機制並減少工作負荷，避免工作倦怠情形，有效整合衛生所及臨時人員管理業務分擔，充分利用員工協助方案及心理諮商服務，善用溝通技巧、衝突管理及壓力調適課程，厚植業務處理能力，以達適才適所之成效。

關鍵字

情緒勞務 ； 工作倦怠 ； 情緒智力 ； 公共衛生人員

並列摘要

This study, utilizing empirical survey data, aims at exploring the relationship between emotional labor and job burnout while using personality trait and emotional intelligence as moderators for official sanitary staff in Health Department of Kaohsiung City Government. To achieving research purpose, this study take official sanitary staff (including regular, contract and temp employees) of Health Department as research subject. Research findings are shown as follows: 1. Emotional labor of official sanitary staff shows negative correlation with job burnout, indicating the significant negative influence of emotional labor on job burnout. 2. Emotional intelligence to job burnout also reaches significant level and expresses negative influence, indicating that high emotional intelligence has significant negative influence on job burnout. 3. Emotional intelligence doesn't show significant relationship between emotional labor and job burnout, which means emotional intelligence has no moderating effect on the relationship between emotional labor and job burnout. Based upon above-mentioned results, the study suggests that pragmatic management should add professional and mental consulting mechanism and decrease workload to avoid the situation of job burnout. Meanwhile, it is necessary to integrate effectively the responsibility of local health centers and casual staff, and fully utilize the project of employee assistance and the service of mental consulting, as well as take advantage of the programs of communicating skill, conflict management and pressure adaptation, further to cultivate the ability of problem tackling and procure the effectiveness of keeping available post to right person.

並列關鍵字

Emotional labor ； Job burnout ； Emotional intelligence ； Official sanitary staff