原住民籍照顧服務員跨族群居家服務經驗 及培訓需求之研究

賀為國(WEI-GUO HE)

指導教授 ： 胡夢鯨

國立中正大學/教育學院/成人及繼續教育學系/碩士(2015年)

摘要

本研究旨於透過原住民籍照顧服務員的跨族群居家服務經驗與感受，來探討原住民籍照顧服務員在提供跨族群居家服務期間因族群文化差異所造成的衝突、案家互動問題及多元文化教育培訓需求之研究。
本研究以立意取樣方式選取具有跨族群居家服務經驗之6位原住民籍照顧服務員為研究對象，並採用開放性問句之半結構式訪談法蒐集資料，訪談結束後將內容謄錄為逐字稿，即進行編碼作業與資料分析。根據研究發現，綜合歸納本研究結果所獲致之以下結論：
一、跨族群居家服務面對的衝擊與困擾：主要源自與漢人族群接觸的負面印象或既有不愉快的服務經驗；民眾對於跨族群文化與認知不足，產生族群的刻板印象，直接或間接造成了原住民籍照顧服務員在跨族群服務上的衝擊與困擾。
二、跨族群居家照顧服務互動問題與因應方式：漢人族群經常帶有歧視與偏見的不友善態度，並有形同主僱關係的上位者心態指使及要求服務工作，以致照顧服務專業技能無法發揮並衍生服務互動問題。而原住民籍照顧服務員常以自我單方面調適心態、或表達出用心服務期以建立信任關係予以因應；若能透過居家服務督導機制，則將會改善跨族群間彼此認知落差。
三、原住民籍照顧服務員對於多元文化培訓的需求：原住民籍照顧服務員因對於跨族群文化習慣不瞭解致使造成服務壓力與困擾，故期待能在照顧服務員訓練課程、在職教育訓練中，增加多元文化培訓課程，以增進對於跨族群多元文化認識，減少跨族群居家服務的困境。

關鍵字

跨族群 ； 照顧服務員 ； 原住民籍 ； 居家服務

並列摘要

Through the experience and perceptions of aboriginal nursing assistants, this study aims to investigate the conflicts caused by cultural differences when they provide home care service across different ethnic, and the needs of multicultural education and training.

In this research, 6 experienced cross-ethnic home care service aboriginal nursing assistants were chosen to study by purposive sampling approach. Data was collected by semi-structural interviews with open-ended questions. Based on the analysis of integration and induction of the findings, conclusions are as below.

1. The impacts and perplexities facing by cross-ethnic home care service, mainly from the negative impression of contact with the Han race or existing unpleasant service experience. The insufficient cognition of cross-ethnic culture resulting in ethnic stereotypes directly or indirectly causes the impacts and perplexities.

2. Problems of cross-ethnic home care service interaction and relevant solution. The unfriendly attitude with discrimination and prejudice from the Han ethnic against aboriginal, as well as their superiority and dominant position as the employer over the hired, lead to unsatisfied service and interacting problems as aboriginal nursing assistants cannot exert their expertise under such work relationship and environment. However, aboriginal nursing assistants often adjust their attitudes; hope to establish a trust relationship to cope with the situation. By applying home care service supervising mechanism, the cognitive gap between each ethnic group will be improved.

3. The needs of multicultural training on aboriginal nursing assistants. Aboriginal nursing assistants have inadequate knowledge and understanding of cross-ethnic cultures resulting in stress and perplexities. They expect through on-the-job training and multicultural to enhance their cognition and knowledge of different cultures, at the same time to reduce the perplexities of cross-ethnic home care service.

並列關鍵字

cross-ethnic ； nursing assistant ； Aboriginal ； home care services

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