高等技職校院保險教育校外實習能力指標之研究

A Study on Insurance Education Internship Competence Indicators at Higher Technological and Vocational Institutions

林倫豪

指導教授 ： 徐昊杲

國立臺灣師範大學/科技學院/工業教育學系/博士(2011年)

摘要

本研究目的在瞭解高等技職校院保險教育校外實習內涵現況；其次，建構其校外實習能力指標架構並分析架構的相對權重與重要性排序。首先，以文獻探討、內容分析法，擬定校外實習能力項目指標初稿，透過修正式德菲法，篩選各項校外實習能力指標之適切性。其次，利用層級分析法瞭解其相對權重與重要性排序。本研究期能作為保險產學人才培訓，實習課程發展、規劃學生實習內涵之引導方向；進而發展適切、務實致用的學生實習課程內涵，強化能力之培育，形塑高等技職校院保險教育特色。本研究結果要述如下:
一、我國高等技職校院保險教育校外實習內涵現況：
實習方案仍以壽險業居多，且以其外勤單位為主，產險業則較少參與。外勤單位實習內涵大都以壽險行銷專業為安排主軸；通常亦包含專業能力與一般能力。為因應保險金融服務整合趨勢，實習內涵亦規劃各種產險、人身險、金融商品實務與操作。針對保險行銷通路多元化趨勢，實習內涵規劃各種多元行銷通路之實務與操作。
二、高等技職校院保險教育校外實習能力指標架構：
校外實習能力指標構面：分為專業能力與一般能力。專業能力包括:保險、理財、行銷、法律等4個校外實習專業能力項目；其能力指標包括「核保實務與演練」等19個。一般能力包括:「基本技能」、「個人管理技能」、「團隊工作技能」等3個校外實習一般能力項目；其能力指標包括「積極的態度與行為」等16個。
三、高等技職校院保險教育校外實習能力指標架構的相對權重與重要性排序:
（一）指標構面:「專業能力」比「一般能力」較為重要。
（二）能力項目:「專業能力」依序為保險、行銷、理財、法律專業實習能力。「一般能力」依序為團隊工作技能、個人管理技能、基本技能。
（三）能力指標:1.保險專業實習能力:依序為「通過公會業務員證照測驗」、「保戶服務實務與應用」、「保險商品演練與操作」、「風險管理或損害防阻實務與應用」、「核保實務與演練」、「勞保健保等社會保險實務與應用」、「理賠實務與演練」。2.理財專業實習能力:依序為「金融商品演練與操作」、「稅務規劃實務與應用」、「投資理財實務與應用」、「信託規劃實務與應用」。3.行銷專業實習能力:依序為「客戶開發與關係管理實務應用」、「整合行銷實務與應用」、「行銷話術設計演練與操作」、「電話行銷演練與操作」。4.法律專業實習能力:依序為「保險法規實務與應用」、「保險理賠糾紛實務與應用」、「投資型商品法規實務與應用」、「金融信託法規實務與應用」。5.基本技能:依序為「思考與問題解決能力」、「傾聽能力」、「口語溝通能力」、「電腦應用能力」、「文字溝通能力」、「閱讀能力」、「應用數字與數學能力」。6.個人管理技能:依序為「積極的態度與行為」、「持續學習能力」、「時間管理能力」、「創新解決能力」。7.團隊工作技能:依序為「溝通協調能力」、「團隊工作能力」、「職場工作倫理」、「人際關係能力」、「計畫與組織活動能力」。

關鍵字

保險教育 ； 校外實習 ； 能力指標

並列摘要

The objective of this study is to understand the condition of insurance education internship at higher technological and vocational institutions (HTVIs), as well as to establish internship competence indicators and analyze their relative weight and sequence of importance. Firstly, literature review and content analysis were utilized to draft internship competence indicators and the appropriateness of each competence indicator was decided through the Modified Delphi Method. Secondly, analytic hierarchy process was employed to grasp the relative weight and sequence of importance. This study may serve as a guide for training property-liability insurance talent, developing internship programs, and planning internship contents to, in turn, develop appropriate and practical internship program contents, reinforce competency cultivation, and shape the characteristics of insurance education at HTVIs. Research findings are summarized in the following:

I. Insurance Education Internship Content at HTVIs
Most internship programs are aimed at life insurance and fieldwork more than at property-liability insurance. The content of internship fieldwork is largely revolved around life insurance marketing; it usually involves professional competence and general competence. In order to meet the trend of insurance and financial service integration, internship includes property-liability insurance, personal insurance and financial instrument practice and operation. Internship also has various marketing channel practices and operations to meet the trend of multi-dimensional insurance marketing channels.
II. Insurance Education Internship Competence Indicators
The internship competence indicators can be classified into two aspects: professional competence and general competence. Professional competence includes four internship competences: insurance, financial management, marketing and law. There are 19 professional competence indicators such as underwriting practices and drills. General competence includes three internship competences: basic skills, personal management and teamwork. There are 16 general competence indicators such as active attitude and behavior.

III. Relative Weight and Importance Sequence of Internship Competence Indicators
(a) Aspect: professional competence is more important than general competence.
(b) Competence: the order for professional competence in sequence is insurance, marketing, financial management and law. The sequence for general competence is teamwork, personal management and then basic skills.
(c) Indicator: the order in sequence for 1. Insurance professional competence: passing insurance association’s representative examination, customer service practice and application, insurance instrument drill and operation, risk management or loss prevention practice and application, underwriting practice and drill, social insurance practice and application (labor and national health insurance), and claim settlement practice and drill. 2. Financial management competence: financial instrument drill and operation, tax planning practice and application, investment and financing practice and application, and trust planning practice and application. 3. Marketing competence: customer development and relationship management practice and application, integrated marketing practice and application, designing marketing tactics drill and operation, and telephone marketing drill and operation. 4. Law competence: insurance law practice and application, claim disputation practice and application, investment-oriented product practice and application, and financial trust law practice and application. 5. Basic skills: thinking and problem solving, listening skill, oral communication skill, computer application, written communication skill, reading skill, and mathematics and applied mathematics. 6. Personal management skills: active attitude and behavior, continuous learning, time management, and innovative problem solving. 7. Teamwork skills: communication coordination, teamwork, work ethics, interpersonal relationship, and activity planning and organization.

並列關鍵字

Insurance Education ； Internship ； Competence Indicator

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