應用The World Café 對話技術凝聚組織共識之研究

A Study on the Effectiveness of TheWorld Café Conversational Technique in Enhancing Organizational Consensus Convergence

李孟美(Menq-Mei Li)

指導教授 ： 黃能堂

國立臺灣師範大學/科技學院/科技應用與人力資源發展學系/碩士(2010年)

摘要

世界咖啡館自1995年開始在世界各地推展，2005年作者布朗及其作者群將其在世界各地推展的經驗寫成著作，2007年《世界咖啡館》中文版上市，台灣各界漸普及使用此法做為組織關鍵議題溝通、集體智慧探詢、組織共識凝聚的重要工具。研究者從2006年起觀察台灣各組織舉辦世界咖啡館的經驗，不論是營利機構、非營利機構、公部門或學術單位，雖都根據世界咖啡館的七個設計原則設計會議，在台灣運作的模式卻有其不同文化背景之差異。
本研究目的主要在探究改良版世界咖啡館應用於凝聚組織共識的成效。其次為歸納改良版世界咖啡館的實施模式與要領。並根據歸納研究結果提出建議。
本研究採用單一個案進行質化研究，以K國中校園改造為議題做觀察，導入改良版世界咖啡館會議設計，作為組織凝聚共識的載體工具，同時也融入其他團隊溝通對話技術及模式引導的優點進行改良創新進行觀察實施結果。在會議進行前先舉辦桌長培訓，加強桌長對話引導能力，以利共識會議的順暢進行。經由觀察、會議討論成果紀錄、及深度訪談十三位參與者代表，蒐集資料分析後，整理出組織如何藉由會議的安排與議題的設定，找到凝聚組織多元智慧的共識。並將此方式歸納出一個改良版的世界咖啡館模組，提供未來其他組織運用的參考。研究結果得到下列結論：
有關對組織的價值：運用改良版世界咖啡館除能匯集組織各部門多元意見凝聚共識外，且能打破各部門本位主義的成見，同時促進跨領域溝通與理解。另外在學習方面，能從不同領域角度促進團隊間與組織內的學習。而經過改良後的設計，頗具本土化實施的參考價值。
其次對應用此工具較易被忽略的建議有四：第一，須謹慎遴選具代表性之參與者並宣導其參與的重要性及參與目的。第二，善用「模式引導」以聚焦議題，以提升效率與效能。第三，於會前舉辦桌長培訓，加強其對話引導能力，以促進各桌會議的順利進行。第四，加強桌長及組員的繪圖紀錄能力，及現場專業繪圖師整體圖文彙整能力，以收斂具體成果。

關鍵字

世界咖啡館 ； 共識 ； 溝通 ； 對話

並列摘要

The World Café was practiced in many countries in various contexts since 1995. Many organizations in Taiwan have started to use this methodology as a powerful tool for organizational communication on critical topics, collective intelligence inquiring and organizational consensus convergence.
The purpose of this study was to investigate the effectiveness of the world café conversational technique in enhancing organization consensus convergence.
The seven design principles of the world café were regarded as significant tools leading to the dialogue procesure. Although Many organizations in Taiwan follow the seven principles to host collective dialogue, they design the procedure by their own empirical studies to evaluate the effectiveness of applying the world café. Due to the limited literature or paper about the world café in Taiwan, the researcher wrote this thesis by observing the culture differences, and integrating the strengths of various dialogue skills into the refined the world café model. Furthermore, it was to synthesize the implementation model and gist of practicing the refined version of the World Café forum, then derived some new findings. This results may provide the referencing value for those who conduct the world café forum in the future.
This study was applied by the quantitative research method, and observed by a case study of campus remodeling at K Junior High School. The conclusion of this study was as follows:
The purpose of creating this new model not only to enhance the convergence of the organizational consensus, but also to increase cross-organization communication and understanding by eliminating the selfish departmentalism; Moreover, promoting organizational learning through inter-team and cross-team dialogue. There was also the reference value for localizing the processing of the world café forum.
There were the tips of applying this tool which usually ignored. First, be Careful to define the selection criteria of participants and let them aware of the importance of their participation and the purpose. Second, use "facilitate with model" to focus on the discussion and resolve the problem of effectiveness and efficiency. Third, conduct the table host training before the World Café to strengthen facilitating skills to ensure smooth dialogue procedure. The last point was to strengthen the graphic recording ability of the table hosts, and the debriefing ability of combining the whole contents of the graphs and wordings, those skills could ensure the dialogue conclusion to be converged.

並列關鍵字

the world cafe ； consensus ； communication ； dialogue

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