幼兒教師之情緒勞務－－勞心勞力的脈絡情境分析

Preschool Teachers' Emotional Labor: Context and Features

隨著「顧客導向」的崛起，工作人群互動要求增多，情緒勞務現象與負面效應愈益受到重視。研究仍以服務業為主，相關「幼兒教師」探討顯得不足。基於此，本研究探討八位公私立幼兒教師的情緒勞務。研究結果，情緒勞務特性分為，「勞務工作多重角色」、「顧客導向」、「角色轉換多樣性」。尤其私立教師「角色轉換的多樣性」，於自由市場化環境，因應（多重教學負擔、行政管理嚴峻）要求，加重（人際親師關係）服務功能。情緒勞務形式：「表層情緒演出」採取，控制負面情緒、妥協因應/委曲求全、負面情緒忍讓。「深層情緒演出」為情緒轉化/情緒回饋、認同組織/達成任務、情緒理解/同理關懷。進一步發現，產生「負面情緒效應」及「正面情緒契機」。

Following the rise of the 'customer-orientation' service concept across many vocations, the amount of personal interactions with customers in the workplace sharply increases. As a result, emotional labor and its negative effects on people have got more attentions lately. However, the few studies which deals with this topic have been mainly limited to the service industry. Much less studies cope with 'preschool teachers', whose working conditions resemble service industry. Eight public and private preschool teachers were chosen as participants in this study. The study found that preschool teachers' emotional labor originates from the three following sources: 'multiple roles played in the job market, 'customer orientation', and 'the diversity of role transformation'. For private preschool teachers., 'the diversity of role transformation' was emphasized more among them, Under a free-market education environment where competition is keen, these preschool participants not only have to proactively meet routine requirement of multiple ways of teaching and endure rigid treatment from administrators, but they also have to do extra efforts building satisfying relationship with children's parents. Moreover, the emotional labor in this study is presented in the following forms: (1) 'to express superficial emotion', in order to meet the demands made by the kindergarten they work, they tend to hide and to control their negative emotions, make compromises and succumb to the negative emotions in the end; and (2) 'to express profound emotion', in responding to the situation by empathic/emotional feedback, organization recognition/emotion transformation, and emotional understanding/compassionate caring. The study further finds that, there are two possible impact of emotional labor experienced by these preschool participant: 'negative emotion effects' and 'positive opportunities'