空中團體戰領導地圖

身為第一線服務員的空服人員與旅客接觸時，提供旅客之體驗與服務行為扮演了動一髮而遷全身的重要角色，空中服務團隊，必須快速暖身、磨合、互動，並即席演出。因成員彼此不認識或了解有限，高度結構化、動態化之空中服務團隊異於一般團隊，值勤同一班的組員，必須在短時間內迅速融合，落實各項空中服務品質及飛航安全等標準程序達成公司目標，對於空中服務團隊的領導者而言，這是一個極大的挑戰。國內少有文獻針對短期團隊進行探討研究，本研究以航空公司的空中服務團隊為研究範圍，透過100位實務經驗豐富的事務長之半結構性訪談與內容分析法，來確立團隊歷程所需具備領導要素。本研究結果發現空中團隊發展前、中、後階段，首要之領導要素分別為遵循組織SOP規定、客艙管理、團隊檢討與分享，凝聚力雖非團隊發展三階段之最重要要素，卻是團隊發展中共同交集之領導要素，促使客艙組員在團隊間能建立良好關係，互動與交流；團隊領導面臨不同情境將扮演不同角色，因團隊成員組成不一，如團隊中有特別成員時，首重要素為建立認同感，適時調整方式、因材施教，妥善處理成員間關係；如面臨內外環境變化時，團隊成員間的信任與支持扮演領導之最重要角色，並成為事務長的強力後援，使團隊工作得以順利完成。綜整以上研究結果，提出未來團隊領導之建議：第一，激勵從零開始；第二，溝通零距離；第三，安全不妥協；第四，自我管理心世界；第五，自我適應應萬變，以達空中團隊之最大績效。

關鍵字

團隊；短期團隊；領導風格；團隊領導

並列摘要

Cabin crews who are front-line persons contact with passengers, playing an important role in providing experience and service to them. Cabin crew team must quickly warm up, operate, interact, and perform in a moment. Because of team members may not know each other. Highly-structured and dynamic cabin crew team is different from the general team, members of the same group must interact with each other within a short time. Convergence achieves corporate goals for the implementation of various standard quality and flight safety procedures. This is a great challenge to the team leader of cabin crews. There are few literatures in the recently that focus on short-term teams. This study uses the cabin crew of the airline as the research scope. Through 100 semi-structured interviews of experienced chief pursers and content analysis methods to establish the team leadership elements. The results of this study have found that leadership elements are Follows the organization SOP regulations, Cabin management, Team review and sharing in the cabin crew team of development process of forming, storming-norming-performing, adjourning. Although cohesion is not the most important element in the three stages of team development, it is necessary in the team, strengthen cabin crew to build good relationships, interaction and communication between teams; Team leaders will play multiple roles in different situations, because the team members are different, such as when there are special members in the team, the most important element is Establish a sense of identity, to build relationship between members; When chief purser face internal and external environmental changes, the trust and support among team members will be the strong back-up of team, so that the team work can be completed smoothly. Therefore, this research suggests that : first, motivation starts from begining; second,communication without lag; third, safety is not compromised; fourth, self-management from hearts; fifth, self-adaptation should be fitted with change in order to achieve the best performance of the flight attendant team.