行政機關總務人員工作壓力及其因應策略之研究-以嘉義縣鄉鎮市公所為例

王相儒(Wang, Hsiang Ru)

指導教授 ： 謝敏捷

國立中正大學/社會科學院/政治學系/碩士(2011年)

摘要

摘 要
鄉鎮市屬地方自治團體，總務人員對行政機關內負責採購、廳舍管理、工友、技工、清潔隊員管理以及發包業務，業務性質為幕僚以及實作人員綜合體，事務繁瑣及複雜，而工作壓力油然而生，這也造成對總務人員個人以及行政機關有正面以及負面之影響，而探究行政機關總務人員工作壓力與因應策略成刻不容緩當務之急，因惟有了解壓力的定義、來源以及因應策略，方能提供總務人員對症下藥，解決壓力困擾，使行政機關總務人員身心平衡，以增加工作效率以及提升機關績效。
本研究採用文獻分析法及深度訪談法，透過深入訪談方式針對嘉義縣共18鄉鎮市現職總務人員以及部分卸任總務人員實施訪談，以訪談內容分析與文獻理論對話，從中了解總務人員工作壓力因素為何，以及鼓勵正面因應方式，減少負面影響。
研究發現嘉義縣鄉鎮市總務人員工作壓力以工作負荷壓力最大，其次分別為專業知能、上級壓力、人際關係及其他。工作壓力背景變項女性總務人員在人際關係壓力上大於男性總務人員。在機關內部單位壓力方面以主計單位壓力最大，其次為政風單位與業務單位。不同鄉鎮市公所總務人員工作壓力以鎮公所專業知能壓力最大。在工作壓力應策略方面，依序分別為解決問題、理性思考、尋求支持、情緒調適、消極逃避。
在政策建議方面，在中央主管機關方面建議，一、輪調法制化；二、國家考試增列採購行政；三、建立總務人員專業網站。在基層行政機關方面建議，一、編制重新檢討或人力重新配置；二、內部稽核控制程序的建置；三、要求公務人員，全面學習採購法規。在總務人員方面建議，一、多參加總務專業知能與法律素養研習課程，藉以培養總務專業；二、學習在面對壓力時， 週適自我情緒， 靈活運用因應對策；三、建立人際關係的和諧， 尋求相關者的支持。
關鍵字：鄉鎮市公所、工作壓力、因應策略

關鍵字

工作壓力 ； 鄉鎮市公所 ； 因應策略

並列摘要

Abstract
Township municipal local governments, general officers of the executive responsible for procurement, Government Office management, workers, technicians, cleaners and contract management business, nature of business for the staff and personnel to implement complex, cumbersome and complicated affairs, and work pressure wells, which result in General personnel have a positive personal and administrative authorities as well as negative effects of, and explore the work of the executive staff General stress and coping strategies as urgent a priority, because only about pressure definitions, sources and coping strategies in order General Services staff to provide the right medicine to solve the pressure problems, make the executive staff General physical and mental balance, to increase efficiency and improve organ performance.

In this study, document analysis and depth interviews, through in-depth interviews for the Chiayi County, 18 townships serving General Service staff and some retired General officers to implement interviews to interview content analysis and literature theory, dialogue, learn about the General Service staff work stress factors such and encourage positive coping strategies to reduce negative impacts.

City, Chiayi County towns found work stress to the General staff workload pressure maximum, followed by professional knowledge, the higher the pressure, relationships and more. Women working pressure background variables on the General Service staff in interpersonal stress than men General Service staff. Pressures in the internal organs to the main unit to a unit maximum pressure, followed by political style units and business units. General staff work in different towns pressure City Hall to the town hall professional knowledge most. Working pressure should be strategy, namely to solve the problem sequentially, rational thinking, to seek support, emotional adjustment, passive evasion.
Policy recommendations, the central competent authority in the proposed one rotation of the legal system; Second, the national exams added procurement administration; Third, the establishment of General Service staff professional website. At the grassroots level executive authorities suggested, first, the preparation or review of human re-configuration; Second, build the internal audit control procedures; third, requiring public servants, a comprehensive study of procurement regulations. In General personnel recommendations, a multi-professional knowledge and ability to participate in General Studies program with the legal knowledge, to foster professional General; Second, learning in the face of stress, emotional self-Week fitness, flexible use of countermeasures; Third, establish a harmonious relationship seek the support of stakeholders.

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