「生命相伴」與「按表操課」間的擺盪：長照機構照顧服務員的情緒勞動初探

Exploring the Emotional Labor of Long-term Care Nurse Aides

照顧服務員為長期照顧的第一線人員，面對照顧情境中的不同對象，工作過程中涉及大量的情緒勞動，其所形成的負面情緒，需要透過展示「感覺」及「管理」情緒才能持續提供服務，此過程不僅對照顧服務員形成身心的壓力，更影響到照顧品質。有鑑於此，本研究以臺東縣某長照機構的照顧服務員為研究對象，探究照服員於照護工作過程中的情緒勞動樣貌、因應方式與需求。研究結果顯示：在情緒勞動來源部分，照服員面對住民時，多因住民情緒、行為模式與互動關係及住民死亡而產生情緒勞動；面對組織管理者時，則常因個人照顧理念與組織不同及領導風格與公平性產生情緒勞動；與同事之間則因服務相同住民及服務理念與資歷差異而有情緒衝突。其次，所有照顧服務員皆有表層展演，僅少數照顧服務員有深層展演；再者，照顧服務員的情緒調節多以個人自行調適為主，組織僅具輔助功能；最後，照顧服務員面對情緒勞動，期望組織能提供更多的行政協助機制。根據此結果，本研究亦提出相關的政策建議，期能強化與提升照服員在服務歷程中的情緒調節策略，同時也改善被照顧者的生活品質及身心健康，達到多贏的服務結果。

Nurse aides are long-term care front-line providers. Faced with different objects in the care situation, they involve much emotional labor in the work process. The emotional labor can cause negative emotions, and they need to show“feeling”and“management”emotions in order to continue to provide service. This process not only puts physical and mental pressure on the nurse aides, but also affects the quality of care. In view of this, this study uses a snowball sampling method and in-depth interviews, to explore the emotional labor appearance and differences among nurse aides in the care work process, the interactions between the roles and how to respond to and deal with emotional labor. The results of the study found that nurse aides face different objects in the care situation, and the emotional interactions lead to a variety of emotional labor types. Secondly, all nurse aides perform surface acting, and only a few nurse aides perform deep acting. Moreover, the current emotional adjustment of nurse aides is mostly handled by individuals, and organizations have only auxiliary functions. Finally, this research shows that nurse aides have demand for the organization and establishment of an assistance mechanism for emotional labor. Based on this result, this research also provides policy suggestions, which are expected to help nurse aides’emotional regulation strategies during the service process, and at the same time improve the quality of life and physical and mental health of the care recipients, so as to achieve win-win service results.