警盾之後：太陽花學運中警察的情緒勞動

Behind the Shields: Police Officers' Emotional Labor during the Sunflower Movement

洪琬茹(Wan-Ju Hung)

指導教授 ： 洪美仁

國立臺灣大學/社會科學院/公共事務研究所/碩士(2016年)

https://doi.org/10.6342/NTU201602796

摘要

2014年間發生的太陽花學運為我國近年來大規模群眾運動之一。警察人員作為太陽花學運中關鍵的第一線基層官僚，其在現場與民眾互動所進行的情緒勞動，其實會深刻地影響政府與民眾間的關係，是使衝突雙方互信與良性互動的重要關鍵。然而，太陽花學運中的警察人員情緒勞動狀況，在現有研究中尚未受到研究者的注意，因此，本研究參考Harris（2002）的情緒勞動分析架構，藉由深度訪談法據以探究太陽花學運中警察人員的情緒勞動狀況。本研究發現學運中警察人員的情緒勞動會受到結構變遷、矛盾的期待、職業訓練過程、自我圖像認知，以及負面情緒事件的影響。研究也發現組織內部人員的互動可以減緩人員情緒勞動壓力、而外部角色互動會增加人員情緒負擔。最後，人員在太陽花學運中付出的情緒勞動努力，或多或少會對自身產生身心理上的負面影響。本研究並指出研究發現所衍伸的意涵，以及針對警察組織的管理提出建議。

關鍵字

太陽花學運 ； 基層官僚 ； 基層員警 ； 情緒勞動

並列摘要

The Sunflower movement during March and April of 2014 in Taiwan is one of the biggest mass movements for the past few years. As the crucial street-level bureaucracy during the sunflower movement, how much efforts of emotional labor had been made by the police officers had profound influences on the mutual trust and the positive relationship between the government and the society.

However, research of front-line police officers’ emotional labor in the sunflower movement, to date, are still an underreached area. Hence, by in-depth interview, this study aims to discover the causes, content and consequences of emotional labor by police officers in the sunflower movement, employing the perspective from the emotional labor framework of Harris(2002). This study has presented an interview and observation-based studies of police officers’ emotional labor during the sunflower movement. Firstly, it discovers how police officers’ emotional labor were affected by structural changes, expectation from different audience, occupational training, self-image, and negative emotional events. Second, research findings show that during the sunflower movement, inner interaction between the peers of police organization could lower police officers’ emotional pressure while external interactions could gain more pressure. Lastly, it is also noticed that the efforts for the proper emotional labor during the sunflower movement, may more or less cause negative consequences on police officers both mentally and physically. This study in the end concludes with several implications and suggestions for police management.

並列關鍵字

sunflower movement ； street-level bureaucracy ； front-line police ； emotional labor

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