護理人員情緒勞務及其相關因素探討

Emotional Labor and Its Related Factors in Clinical Nurses

10.6225/JEBN.1.4.243

吳淑蓉(Shu-Jung Wu)；王秀紅(Hsiu-Hung Wang)

護理人員 ； 情緒勞務 ； 情緒管理 ； clinical nurses ； job-related emotional labor ； emotion management

實證護理

1卷4期（2005 / 12 / 01）

243 - 252

繁體中文

本研究為橫斷式相關性研究，採方便取樣在南部二所醫學中心及二所區域教學醫院收集資料，以基層護理人員為研究對象，有效樣本為470名。本研究以個人基本資料表及情緒勞務量表為研究工具，目的在探討護理人員情緒勞務之現況及人口學特性與情緒勞務之相關性。研究結果顯示：(1)研究對象情緒勞務得分情形以1-5分計算，總平均得分為3.88(SD=0.47)，顯示整體情緒勞務偏高。(2)年齡越大、臨床工作年資越高及目前工作醫院年資越高，其「基本情緒表達」及「情緒多樣性程度」之負擔越高，顯示其工作中必須依不同情境表現多種合宜的情緒行為以符合組織的期望。(3)已婚者及有子女者之情緒勞務較高，而一般病房護理人員之情緒勞務高於急重症病房之護理人員。(4)區域教學醫院護理人員之情緒勞務高於醫學中心之護理人員。本研究結果建議護理行政主管應重視護理人員之「情緒管理」，並建立良好的紓解管道或明訂組織情緒現範，以降低護理人員之情緒勞務。

The objective of this cross-sectional and correlational study was to study current emotional labor conditions among nurses and the relationship between these conditions and demographic factors. For convenience, we collected data from nurses working at two medical centers and two regional teaching hospitals in southern Taiwan. A total of 470 nurses submitted completed questionnaires, which addressed personal information and inputs required by the Emotional Labor Scale (ELS). Results were as follows: (1) Subjects, on average, were exposed to a moderately-high degree of emotional labor (average ELS score=3.88 out of a maximum 5.0; SD=0.47); (2) Older nurses and those who had worked at their present hospital for a significant length of time returned higher scores for ”basic emotional expression” and ”emotional expression variety”. This indicates that the emotional expressions of these two subgroups vary easily based on environments and situations to accommodate organizational expectations; (3) Married nurses and those with children were found to have relatively greater levels of emotional labor. Similarly, general ward nurses had relatively higher levels of emotional labor than nurses in emergency rooms and intensive care units; and (4) Regional teaching hospital nurses had relatively higher levels of emotional labor than those serving in medical centers. Study results advise that administrative managers should place greater emphasis on the management of emotional labor by either establishing effective channels for emotional expression or setting clear organizational standards for emotional expression in order to ease nurses emotional labor.

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