社會支持對職場文明氛圍影響之分析研究

The Analysis of Effect of Social Support on the Workplace Civility Climate

10.6142/VGHN.202006_37(2).0005

溫美蓉(Mei-Rong Weng)；齊珍慈(Chen-Tzu Chi)；劉淑言(Shu-Yen Liu)；陳淑芬(Shun-Fe Chen)；傅玲(Fu-Ling Shaw)

職場文明氛圍 ； 社會支持 ； 主管支持 ； workplace civility climate ； social support ； supervisor support

榮總護理

37卷2期（2020 / 06 / 01）

145 - 155

繁體中文

不文明的護理職場氛圍已知會對個人身心健康、專業與組織等造成許多負面的後果；不文明行為常被解釋為一種社會過程，而良好的社會支持是個體處於健康狀況的基本標準，卻少有研究探討社會支持與職場文明氛圍二者間之相關研究。故本研究旨在瞭解社會支持是否為影響護理人員職場文明氛圍感受之重要因素。研究對象為臺灣北部某醫學中心全體基層護理人員，收案期間自2017年6月13日至2017年6月30日，共發出問卷2,077份，回收1,879份，回收率為90.46%。結果顯示護理人員對於單位職場文明氛圍的感受趨於正向，文明氛圍感受與單位科別（F=16.75, p＜.001）、主管支持（r=0.64, p＜.001）、同事支持（r=0.37, p＜.001）、家人支持（r=0.22, p＜.001）及朋友支持（r=0.19, p＜.001）等五自變項達統計上顯著差異；若控制工作科別的影響，社會支持是影響職場文明感受的重要因素，分項中以「主管支持」影響強度最高（ß=0.61, p＜.001），顯示「主管支持」是影響「職場文明氛圍」最重要的因素。故建議未來應分別針對主管與員工辦理提升職場文明氛圍之相關教育課程，增強對職場不文明之正確認知與面對此類行為之因應技巧，並規劃護理主管領導、溝通技巧及衝突處理等課程，同時制定職場文明規範，建立團隊共識，以多元化主動之措施防止不文明行為，營造尊重與支持性的正向文明職場環境。

Workplace incivility often appears as a social process. Few studies have analyzed the effect of social support on the workplace civility climate. The aims of this cross-sectional study were to explore the perceived workplace civility climate of nursing staff and analyze the factors relating social support to the workplace civility climate in an acute care medical center in Northern Taiwan. The research object was the nursing staff, except management, of the medical center. From June 13 to June 30, 2017, a total of 2,077 questionnaires were distributed and 1,879 were returned, yielding a response rate of 90.46%. The results revealed that the respondents tended to perceive a positive workplace civility climate; however, the perceived workplace civility climate varied by department (F=16.75, p＜ .001), supervisor support (r=0.64, p＜ .001), colleague support (r=0.37, p＜ .001), family support (r=0.22, p＜ .001), and support from friends (r=0.19, p＜ .001). Among the dimensions of social support, support from a nurse supervisor was the strongest factor affecting the perceived workplace civility climate among nurses (β=0.61, p＜ .001). Based on these results, workplace civility education courses are required for the nursing management and staff to enhance their awareness and understanding of workplace incivility. Moreover, courses in nursing leadership, communication skills, and conflict management should be provided for nursing management. Furthermore, workplace civility norms should be established, team consensus should be developed, and proactive measures should be taken to prevent uncivil behaviors, thus creating a positive and civil workplace with respect and support.

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