能量管理、工作壓力與工作成就關係之探討－以彰化縣戶政人員為例

The Study of The Relationships Among Energy Management, Job Stress and Achievement - Using Household Registration Officers In Changhua County as An Example

李曉梅(Hsiao-Mei Li)

指導教授 ： 周素娥

國立臺中科技大學/商管學群/事業經營研究所/碩士(2010年)

https://doi.org/10.6826/NUTC.2010.00059

摘要

戶政機關為公務組織中與民眾日常生活接觸最為頻繁者，在以民意及服務品質為導向的企業型政府中，戶政服務人員被要求快速、完整且無誤地完成民眾的申請案件。但戶政人員一方面受限於法令規章及上級規定，另一方面又要符合民眾的期待，時常處在合法及便民的拉距戰中，對於戶政人員情緒的影響及內心的壓力其實是相當大的，所以戶政人員必須儲備足夠的能量來面對工作壓力並完成工作，以提供民眾高品質的服務，並從中得到心理層面的滿足，獲得工作成就。
　　本研究的能量管理乃採用哈佛管理大師Tony Schwartz（2008）的學說，認為個人能量來源來自身體、情緒、心智及精神四種泉源，這四種能量是相互關聯，彼此影響的，當個人充滿能量時，可以提高工作效率。而工作成就乃指工作有效率，可從中得到民眾、主管及同事的肯定，並獲致內心的滿足。
　　本研究欲瞭解戶政人員能量管理與工作成就之間的關係，及工作壓力對能量管理與工作成就是否造成影響。期提醒管理者重視戶政人員的能量管理情形，以提供現行與未來相關人員、主管機關在實務工作領域與政策規劃層面上更中肯與具實務價值的建言。
　　本研究以問卷調查方式進行研究，共發出288份，計回收221份有效問卷，有效回收率76.73%。經信度分析、效度及因素分析、描述統計分析、獨立樣本t檢定、單因子變異數分析、雪費多重比較分析、皮爾森相關分析、迴歸分析後，主要發現歸納如下：
一、能量管理四個構面，身體、情緒、心智及精神之間存在高度正向相關。
二、能量管理與工作成就之間有顯著正向關係。
三、工作壓力對能量管理與工作成就無調節作用。
四、擔任主管者之工作成就高於非主管者；有婚姻者之工作壓力大於單身者；子女人數多者之工作壓力大於子女人數少的人。
　　因此，建議戶政人員應時時重視自我能量的管理，有健康的身體、良好的情緒，瞭解工作的核心價值，自然能集中精神專心工作，提高工作績效；有偶及子女人數較多者，則應多陪伴家人，並不要將工作壓力帶回家，影響家庭生活，有了和諧的家庭關係，工作時自然會有好的情緒能量。而管理者更應重視員工的能量管理，適時給予休息時間，補充其身體能量；勿同時給予多項任務以免員工無法專心工作，而影響其心智能量；且給予員工正面鼓勵及感謝，提高其情緒能量；並將單位的核心價值利用各種場合對員工進行宣導，以加強員工精神能量。惟有組織及個人皆重視並時時落實能量管理，才能提供良好的服務品質，提高民眾的滿意度。

關鍵字

能量管理 ； 工作成就 ； 工作壓力

並列摘要

Household registration offices are the governmental organizations which are closely related to the public. Household civil servants are required to be efficient, perfective and error-free in managing citizen’s application cases. However, household registration officers have been limited to law regulations and administration requests. herefore, household registration officers should store enough energy to face job stress and accomplish job assignment, provide high quality of services to the public, and acquire the satisfaction and job achievement for themselves.
　　This study adopted Dr. Schwartz’s (2008) four sources of energy management, which consists of physical, emotional, metal and spiritual four aspects. He suggests that these four sources relate to each other and would increase working efficacy while personal energy is sufficient. Job achievement means efficacy and acquiring the recognitions from public, administrator and colleagues.
　　The purpose of this study is to discuss the relationships between energy management and job achievement, and to understand whether job stress affects the relationship between energy management and job achievement or not.
　 Two hundred and eighty-eight investigations were surveyed with a valid respose rate of 76.73%. SPSS 12.0 was used for several statistical tests. Followings are the results of the research:
1. Four sources of energy such as physical, emotional, metal and spiritual are highly correlated to each other.
2. There is a positive relationship between energy management and job achievement.
3. Job stress has no interactive effects on the relationship between energy mansgement and job achievement.
4. Job achievement of administrators is higher than that of non-administrator. Job stress of married staff is higher than that of not married.
　　This stady suggests that household registration officers have to pay attention to their personal energy management, with healthy body, good emotion, core value,and concentrate spirit, to increase job performance. Administrators should enhance staffs energy management by providing break time to build-up body energy. Don’t assign several missions to staff at the same time in order to affect their metal energy. Release positive encouragement and thankfulness to staff for increasing emotion energy. Declare organizational core value to every staff in different situations for enhancing staff spirit energy. To be able to provide high services quality and increase public satisfaction, household registration organizations and persons should always pay attention and practice energy management.

並列關鍵字

Energy Management ； Job Achievement ； Job Stress

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