職場能力之探討研究：以金融壽險從業人員為例

An Exploratory Study of Employee Workplace Competency in Financial Life Insurance Business

10.6459/JCM.202203_19(1).0009

陳恒毅(H. Y. Chen)

職能能力 ； 顧客需求 ； 資訊蒐集能力 ； Workplace Competency ； Customer Needs ； Information Collection Ability

危機管理學刊

19卷1期（2022 / 03 / 01）

91 - 98

繁體中文

新鮮人進入職場前應先做好職能確認，哪種硬、軟實力是職場所應具備的。若前述在未釐清的前提下，就道聽塗說去應徵，短期內亦會因主觀個人工作適配錯誤而選擇離職。此舉不僅浪費個人時間成本，亦耗費社會資源，形成兩敗俱傷局面。茲此，本研究以金融壽險業務人員為對象，以「職場能力」的確認與發展當作策略目標的工具，找出具適當職能的員工，當作標竿，提出企業未來人力培訓的實務建議本研究先透過探索性研究，發掘業務人員的軟實力可分為三大職能、十二項能力。再透過問卷方式，執行重要性屬性分析，研究結果顯示：彈性變通、快速因應顧客需求、資訊蒐集能力、勿遮掩過失及同理心傾聽是該從業人員的關鍵能力。

Before entering the workplace, fresh people should do a good job of confirming this competency, and what kind of hard and soft skills should be possessed in the workplace. If the above-mentioned premise is not clear, if you listen to Tu's words and apply for the application, you will also choose to leave in the short term due to subjective personal work adaptation errors. This move not only wasted personal time cost, but also consumed social resources, resulting in a two-lose situation. Researchers takes financial life insurance business personnel as a subject, takes the confirmation and development of ＂workplace competency＂ as a tool for strategic goals, finds employees with appropriate competencies as benchmarks, and puts forward practical suggestions for future manpower training of enterprises. Through exploratory research, this soft skill of business personnel can be divided into three implications and twelve abilities. Then through the questionnaire method, carry out the importance attribute analysis. The research results found: flexibility, quick response to customer needs, information collection ability, not covering up faults and empathetic listening are the key skills of this practitioner.

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