- 學位論文
人際溝通能力與挫折忍受力訓練遷移之研究－以專業型服務學習課程為例
Exploring Training Transfer of Interpersonal Communication Skill and Resilience in A Service Learning Course
摘要
七年級生普遍被大眾認知為挫折忍受力低，及缺乏人際溝通能力等負面的評論。政府近幾年大力推行服務學習課程，已將其列入教育重要發展政策。由於政府的支持，服務學習課程的議題漸漸受到重視。服務學習課程的文獻指出，其課程效益能培養他們所缺乏的能力，但大多數研究則重點在修課學生當時的學習，而學生是否將在此課程所學習的技能與態度有效的應用在職場上是值得研究的議題。因此，本研究的研究目的在於研究服務學習的訓練遷移，包含修課時挫折忍受力及人際溝通能力的提升的程度與過程，以及如何將課程所學的技能與態度遷移至職場。本研究以質性研究的方法，藉由訪談曾參與此課程，且現今已進入職場一年以上的學生為主。 研究發現學生在服務學習課程需要面對不同系的組員、老師及服務主，不同於一般課程所接觸的人變廣了。但是相對的，所產生的問題變多了，在人與人的溝通障礙，不斷被否定等的挫折，都讓學生學習在失敗中成長。研究結果顯示，學生在經歷不斷失敗的溝通後，慢慢找出與三方的溝通技巧，其溝通失敗也漸漸的減少。當學生人際溝通能力增加時，再面對困難就有信心去勇敢表達溝通，以解決問題。此外，學生在一開始面對來自內部的老師、團隊與課程，及來自外部的服務主方面的挫折，不知道如何處理而產生了挫折感，但經過老師的關懷、同儕的支持和內在反思學習，培養了挫折忍受力，到課程後期遇到困難不會逃避，且能盡力的想辦法解決。因此，本研究發現人際溝通能力與挫折忍受力此兩個能力是會互相增長的。在進入職場上，學生已有一定能力的基礎，工作時與同事和主管的溝通能夠達到有效性，且遇到挫折不會輕易被擊倒，能以平常心看待。透過研究可以發現學生增進人際溝通能力與挫折忍受力的歷程，與應用在職場的效果，其結論可供未來欲修此課程的學生作為參考，亦可供學校教育及企業甄選時所用。
並列摘要
Recently, many news reports that young people in Taiwan appears to be weak in bearing pressure at the same time, they also seems to lack of interpersonal communication skills. At the same time, Taiwanese government has put emphasis on service-learning course and listed it as part of the educational development policies. As result, the issue of service learning has received great attention in academic. The literature shows that service learning courses can cultivate the youngster’s ability which their lack of. But most of the studies focus on students’ learning at school. There has been very few research about how the students in service learning course apply their learning in the workplace Therefore, the purpose of this study is the training transfer of service learning program which include the extent and process of learning interpersonal communication skills and resilience. Moreover, how they apply their learning in service learning course in to workplace will also be explored. This study mainly uses the qualitative research methods which interviewed with the students who has been involved in the course, and now have entered the workplace for more than one year. The study found that in the process of the course, the students have learned to communicate which different kinds of the people which include the team members, teachers and the mentors in the non-profit organizations. At the same time, the constant difficulties in interpersonal communication seem to help the students to learn and grow from the failure. The results also show that after experiencing so many negative experiences in communication, the students have learned that they should communicate their needs and requirement while solving the problem. As result, the communication problem has been gradually decreased. Therefore, when facing the next problem, the students would have more confidence to communicate their needs. In addition, students also show more resilience when facing both internal and external setbacks, because they had support from the teacher, peers and their own reflection from the experience consequently, they would not escape but try to find different ways to solve the problem when facing difficulties. At the same time, this study also found that there seems to be an interactive relationship between the interpersonal communication skills and the resilience. When the students go into their workplace, they seem to have better communication skills and higher level of resilience when comparing with their colleagues. In other words, what the students have learned in service learning in term of resilience and communication skill has successfully transferred into their workplace. It is hoped that the result of the research could be a reference to students, educational sectors and business.