社會交換觀點下之志願服務

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Title:	社會交換觀點下之志願服務
Other Titles:	Volunteering Services in Taiwan: A Study from Social Exchange Perspective
Authors:	蘇文彬 Su, Wenpin
Contributors:	簡春安 Chien, Chun-an 東海大學社會工作學系
Keywords:	志願服務、志工、社會交換理論、動態交換、交換帳戶 volunteering, volunteer, altruism, dynamic exchange, exchange account
Date:	2010
Issue Date:	2011-01-07T08:53:51Z (UTC)
Abstract:	多數人認為，志願服務(volunteering)是基於「利他主義」(altruism)而生的利人、助人行動，是值得肯定與鼓勵的行為，大眾也普遍賦予志工(volunteers)是熱情助人、無私奉獻、令人感佩等正面形象。然而，研究者親身參與志願服務，以及運用志工的實務經驗中發現，志工並非全然基於「利他」的動機。在不同的志願組織中，無私奉獻的志工固然有之，卻也不乏側重自我利益(self-regard)的志工，著眼自己在服務中「能得到什麼」，更勝於「能付出什麼」。有鑑於此，援引「社會交換理論」(social exchange Theories)做為研究觀點，探查志工與機構的互動之中，隱含了哪些交換的意涵與旨趣。研究以質性研究方法(qualitative research)進行。以立意取樣(purposeful sampling)原則中的兩項做為取樣依據。主要為「最大變異取樣法」(maximum sampling)─儘量在有限的樣本中訪談多樣的受訪者。再佐以「雪球或鏈式取樣」(snowball or chain sampling)─在訪談的過程中，透過機構或受訪志工介紹，再找尋新的受訪者。本研究計訪談十八位志工。研究者嘗試對志工參與的交換類型進行分類，「初始交換」計有：懷抱使命、社交人際、自利效用、因緣際會…等動機；研究發現交換內涵並非單一面向的，交換歷程中是有轉折的，歸為幾個類型：助人益已、豐富經驗、社會支持、精進參與、增生使命、深層反思、生命故事…。根據研究發現，提出「動態交換」的概念，意指志工的參與歷程是動態且充滿變化的，志工在參與歷程中會經驗不同的單位、人與事…，而其內在的心境、需求也隨時變化中。進一步以「洗衣球模式」申論動態交換，亦即志工參與的情境猶如一個洗衣機裡的洗衣筒，而志工本身猶如一顆洗衣球，洗衣球在洗衣筒中與各種不同的衣物碰撞，因而產生變化多端的滾動翻轉。在這些交互作用中，志工會交換到某些促成進一步參與的「激勵因子」(如獲得讚賞、肯定、支持…)，但也可能阻擾志工參與的「抑制因子」(如遇到挫折、健康不允許、家人不支持…)。志工的「交換帳戶」則是參與的「激勵」(正值)或「抑制」(負值)因子的總和。但各因子間的比值並非相等，而是志工透過「意義化」的過程，去對每個因子「賦予價值」。由於每個志工的個別差異，因此對各種因子的重視程度也有所不同，而各自對各因子賦予不同權重。「交換帳戶」經常處於正值，則志工的參與行為較能持續；反之，若處於負值，在社會交換的理性作用之下，則志工極可能進行「停損」而不再參與。根據研究所建構的論點，為能運用於管理實務，促進志工持續參與，研究者建議如下：一、引導志工正向歸因：促成志工對參與經驗進行正向思考與歸因。二、意義化：是志工對於為何要參與服務的問題，進行內在的自我對話、說服自己、形成理念、因而行動的一個過程，是一個具關鍵性的歷程。三、營造過關的感覺：讓志工的參與有所曲折，平順的參與會耗蝕志工的熱情，總是挫折的經驗也讓志工難以持續，因此要營造鬆─緊的平衡，讓志工有過關的喜悅與成就。四、滿足志工的「被需要感」：看到自己的價值，是持續參與的動力。五、提供志工創造價值的舞台：透過各種方式，提昇志工各種有形、無形的價值，創造理性交換的利基。關鍵字：志願服務、志工、社會交換理論、動態交換、交換帳戶 AbstractMost people consider, volunteering to be an aid providing and altruistic action derived from “altruism”, which is a behavior worthy of affirmation and encouragement, and the public also gives volunteers the positive images of passionately helping others, selfless dedication, and respect. However, the researcher has discovered that volunteers are not completely based on the “altruistic” motive from practical experience of participating in volunteering and in use of volunteers. There are certainly selfless dedicating volunteers in different volunteering organizations, however, there are also self-regard volunteers, who focus on “what I can get” more than “what I can give” in their services. In view of this, the “social exchange theories” are used as the study perspective to explore the implied exchange definition and purpose from the interaction between the volunteers and organizations.The study is processed using the qualitative research method, and the two items of the purposeful sampling are used as the sampling reference. It mainly applies “maximum sampling”- which tries to interview various respondents in a limited sample, and is coupled with “snowball or chain sampling” – which looks for new respondents through the organization or the introduction of volunteers in the interview process. The study has interviewed 18 volunteers.The researcher tries to classify the volunteer participation exchange type. The “initial exchange” includes: mission embraced, social relationship, self-efficacy, and fate, etc. motives, and the study found that the exchange content is not in a single dimension. The exchange process has its turning point, which can be categorized in the following types: helping others and benefiting oneself, enriching experience, social support, diligent participation, enhancing a mission, deep reflection, and life story, etc.The concept of “dynamic exchange” is proposed according to the study findings, which refers to the participation process of volunteers, is dynamic, and full of changes. In the participating process of volunteers, they will experience different units, people, and affairs, and their internal minds and demands can also change at any time, and cause internal and external interactions. The study further applied the “laundry ball model” to discuss dynamic exchange. The volunteer participation situation is just like the washer, and the volunteer himself/herself is just like a laundry ball; the laundry will impact with different clothes, and further create a variety of changing rolls. In these interactions, volunteers will exchange some “motivation factors” (praise, affirmation, support, etc.) that promote further participation, but they may exchange “inhibiting factors” (such as encountering setbacks, being unhealthy, family not providing support, etc.) that stop further participation.The “exchange account” of volunteers is the sum of participation “motivation” (positive) or “inhibiting” (negative) factors. However, the ratio between the factors are not the same, volunteers will go through “meaningful” process to “give value” to each factor. Due to the individual difference of volunteers, they will also attach different importance to various factors, and give different weights to various factors. When the “exchange account” is often positive, then the participation behavior of volunteers will be more sustainable; on the contrary, if it is negative, with the rational consideration of social exchange, volunteers will very possibly “stop” and no longer participate.According to the argument established by the study, to apply it in the management practices, and promote volunteers to sustain participation, the study recommendations are as follows: 1. Guide the volunteers with positive attribution: Assist volunteers to have positive thoughts and attribution of their participation experience. 2. Meaningful: Focus on the process of why volunteers participate in the service, and process inner self conversation, convince oneself to form a concept, and then further make the move; it is a key process. 3. Create the feeling of “success”: Allow the participation of volunteers to be tortuous. Smooth participation will deplete the passion of volunteers; however, an experience full of setbacks will also make it difficult for volunteers to continue. Therefore, “balance” needs to be created to allow volunteers to have the joy and achievement of success. 4. Satisfy the “sense of being needed” of volunteers: Seeing one self’s value is the motivation to continue the participation. 5. Provide the stage for volunteers to create value: Enhance volunteers’ various tangible and intangible values through various methods to create a rational exchange niche.Key Word: volunteering, volunteer, altruism, dynamic exchange, exchange account
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