高風險社工情緒勞務、自我覺察與關係涉入之相關性研究

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Title:	高風險社工情緒勞務、自我覺察與關係涉入之相關性研究
Other Titles:	The Study of the Correlation among Emotional Labor, Self-Awareness, and Relationship Involvement on the Social Workers in High-Risk Family Counseling Program
Authors:	曾旭稜 Tseng, Hsu-Leng
Contributors:	曾華源 Zeng, Hua-Yuan 社會工作學系
Keywords:	自我覺察;情緒勞務;高風險社工;關係涉入 emotional labor;social workers in high-risk family counseling program;self-awareness;relationship involvement
Date:	2014
Issue Date:	2015-03-09T02:44:25Z (UTC)
Abstract:	專業關係在社會工作處遇中扮演重要角色，無論是高度涉入或低度涉入在關係中，都將影響服務的輸送。高風險社工的工作對象多元，除了面對高風險家庭，還須連結資源網絡內各領域的專業人員。為維持服務的輸送，必須表達正向情緒、克制負面情緒，為高情緒勞務負荷的工作，高風險社工必須透過覺察以保持專業自我，檢視自己的行為是否符合工作規範及倫理。因此，本研究主要探討高風險社工情緒勞務、自我覺察與關係涉入三者的相關性。　　　　本研究採立意取樣方法，對承辦高風險業務之間民間單位共發出197份問卷，回收154份問卷，以141份有效問卷進行分析，研究結果與發現如下：　　一、高風險社工多屬女性未婚者，平均29.86歲，社會工作年資平均4.66年，但高風險業務的工作年資，平均只有2.26年，其中還有53.2%的社工執行高風險業務的工作年資不滿二年，資深高風險社工比例於該服務領域仍佔少數。　　二、高風險社工屬高情緒勞務工作，唯學歷不同的高風險社工在表層情緒的控制上有所顯著差異，但高風險工作年資越久、個案量越高，情緒勞務負荷有越高的趨勢。　　三、高風險社工屬高度自我覺察，個人背景與覺察程度並無顯著差異。　　四、高風險社工屬中度的關係涉入，高風險社工個人背景與關係涉入情形部份相關。　　五、情緒?務負荷越高，對於感受的自我覺察程度也越高；對價值的自我覺察越高，則關係涉入的程度也越高。　　五、高風險社工對價值觀的自我覺察，可做為關係涉入的預測因子。　　　　依據研究結論，本研究提出以下建議：　　一、增加高風險社工的情緒支持與抒發，協助覺察自己的情緒、壓力及身心狀況，並尋求支持系統或參與情緒抒發團體，學習抒解或因應壓力的方式。　　二、透過教育訓練，協助高風險社工因應多元的服務情境。　　三、協助社工員持續做自我覺察，透過督導，協助高風險社工對於個人價值觀與信念進行釐清與探索，以提升個人的自我覺察。 Professional relationship plays an important role in social work intervention. It affects the delivery of service no matter in high-involved or low-involved relationship. The objects for social workers in high-risk family counseling program are diverse. In addition to facing high-risk families, they also have to make connections among professional people in resource network. In order to maintain the delivery of service, they need to express positive emotions and curb the negative ones, so it is a kind of work which has high burden of emotional labor. Social workers have to stay professional through awareness and review their own behaviors to see if it complies with working ethics. Therefore, the study is to determine the correlation among emotional labor, self-awareness, and relationship involvement on social workers in high-risk family counseling program.The study adopted the method of purposive sampling and sent out 197 copies of questionnaire to non-governmental units who handle high-risk family counseling program. 154 copies returned, and the study used 141 valid copies for analysis. The results are shown as follows.A.Many of the social workers in high-risk family counseling program are unmarried and female. The average age is 29.86, and the average working experience in social work is 4.66 years, but their experiences in high-risk works are 2.26 years only, and 53.2% out of these social workers have less than two years of experiences in doing high-risk family counseling program, so the ratio of experienced social workers is only a minority.B.Social workers have high emotional-labor works, but it has significant differences in surface emotional control among different educational backgrounds. However, there’s a trend that the burden of emotional labor becomes higher when social workers have longer experiences and more cases. C.Social workers are classified as high self-awareness, but there’s no significant difference between personal background and the level of awareness.D.Social workers i are classified as middle level of relationship involvement, and it has partial relationship between personal background and relationship involvement.E.The higher level the emotional labor is, the higher level of self-awareness is. The higher level of self-awareness on value, the higher level the relationship involvement is.F.The self-awareness on value for high-risk social workers could be the prediction factor for relationship involvement. According to the conclusion, the study has the following suggestions.A.Increase emotional support and release for social workers in high-risk family counseling program, help to be aware of their own emotions, pressure, and physical/mental conditions, search for supporting system or participate in the groups for the purpose of emotional release, learn the methods for releasing or confronting pressure.B.Assist social workers on reacting with multiple service scenarios through educational training.C.Assist social workers on keeping the actions of self-awareness, and help social workers to clarify and explore self-value and faith through supervisors in order to enhance personal self-awareness.
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