志願服務為義務自由奉獻，雖有管理制度訂定規範，但在人情關係的作用下，仍容易出現「以情議理」之觀念，導致挑戰規範或倫理界線之情形經常發生。許多志工督導面對人情困境，常不知該以何種方法和態度要求才不致破壞雙方關係，這是管理志工時常見的困境。本研究希望藉由國內衛生醫療體系醫院之志願服務管理者為研究對象，瞭解在華人社會脈絡之框架下，醫院志工督導在志工管理工作中，容易面臨之人情困境，以及在面對管理工作上之人情困境時，志工督導之因應模式。本研究以立意選樣加上滾雪球選樣方式邀請七位目前現任醫院志工督導或曾擁有擔任醫院志工督導經驗之樣本對象接受訪談。藉由半結構式訪談問題建立關係，透過對話瞭解並引導受訪者分享自身志工管理經驗，以獲得其對於人情困境經驗與因應方式之相關資料。研究發現如下:一、醫院志工督導所面臨之人情困境情境，常見情境類別分為：(一)制度規範(二)資深、高齡、社經地位高、特殊身份地位志工(三)福利利益(四)不合理要求二、醫院志工督導面臨人情困境時之因應模式為：(一)給人情(答應)(二)給方便(給予彈性)(三)以拖待變、事緩則圓(四)拒絕但給面子(五)拒絕但不給面子 Volunteer service is freely devoted. Even has the norm be settled by manage system, there are easy to appear the concept of “judge by human relationships” in the reaction of interpersonal relationships, and lead to the challenge to the board line of norm or ethic frequently. Many volunteer supervisors don’t know how to deal with the human affair without broken the relationship between each other. This is the strait in volunteer management. This research’s object is to understand the frequently human affair of hospital volunteer supervisor, and the volunteer supervisor’s coping models when deal with the human affair, in framework of Chinese social context.This research use purposive sampling and snowballed sampling method invited 7 samples that who are volunteer supervisor in hospital now or had ever been the volunteer supervisor to interview. Through the semi structured interview method builds the relationship with samples, and leading them share their experience of volunteer management, to get the information of human affair experience and their coping models.The research findings are:1.The frequently human affair of the hospital volunteer supervisor are:(1)System and norm(2)The volunteer with senior, aged, high socioeconomic, and special status. (3)Welfare benefit(4)Unreasonable ask2.Deal with the human affair , the hospital volunteer supervisor’s coping models are:(1)Give favor (Agree)(2)Accommodate (Flexible)(3)Procrastinate (4)Refuse but remain the face(5)Refuse without remain the face
