南台科大教評所
Role clarity and role conflict
角色淸晰和角色衝突
職場壓力管理期末報告
姓名:楊惠雯
學號:NA21F013
指導教授:李金泉
Poorly defined or conflicted roles in organisations can be a stressor
for workers.
在組織裡定義不清或角色衝突對勞工而言可以是一個壓
力的來源
Poor role definition arises from a lack of clarity in workers’
objectives, key accountabilities, their co-workers’ expectations
of them and the overall scope or responsibilities of their job.
不足夠的角色定義出現在缺乏明確的勞工目標、主要職
責、他們共同員工的期望和總體範圍或他們的工作職責
南台科大教評所
Role conflict occurs when a worker is required to perform a role
that goes against their personal values or when their job demands
are incompatible.
角色衝突發生在當勞工為了執行所需的作用去針對他們
個人價值觀或當他們的工作要求是不相容時
南台科大教評所
Possible solutions
可能的解決辦法
Decisions need to be made about what practical
solutions (control measures) will be used in the
workplace to prevent, eliminate or minimise the effect
of occupational stressors on worker health.
決定需要做出什麼可能的解決辦法(控制措施)將用於在
工作場所以防止、消除或減少職業壓力對勞工健康的
影響
南台科大教評所
At the organisational level, controls target the work
itself and focus on job design, work environment and
working conditions.
在組織層面，控制目標的工作本身和重點是
在工作計劃、工作環境和工作條件上
南台科大教評所
For the risk factor ‘poor role clarity and role conflict’,
organisational level solutions should address workers’
understanding of their role within the workgroup and
the organisation, and the potential for expectations
placed on them to conflict.
對於風險因素”不足夠的角色清晰度和角色衝突對
於他們的衝突“組織層面的解決方案應該解決勞工
他們在工作組和組織對角色的理解、潛力內寄予期
望
南台科大教評所
Role clarity
角色清晰度
A wide range of work situations can create role confusion, such as
beginning a new job, starting in a new organisation, a transfer, a
new supervisor or manager or following a change in the structure
of a work unit.
廣泛的工作環境可以製造角色混亂，比如開始一個新的工作，
開始在一個新的組織，轉讓，跟隨新的主管或經理，改變一個
工作單位的結構
Lack of role clarity can lead to tension and conflict
between workers.
缺乏角色清晰度會導致緊張局勢和勞工間的衝突
南台科大教評所
Refer to Tip Sheet 9: Solutions - Poorly managed
relationships for information on how to manage task
and/or relationship conflict.
請參閱提示表9:解決方案-管理不善有關如何管理
工作的資訊的關係和/或關係衝突
南台科大教評所
The following can help to manage this stressor:
以下可以幫助管理這個壓力源:
• Provide all workers with a corporate induction and ensure they
are aware of their role within their immediate work team or unit,
program area and the broader organisation.
提供所有勞工與企業的導入教育訓練計畫和保證,他們
知道他們的切身工作中的角色團隊或單位,程序區和更
廣泛的組織
• Ensure all workers receive suitable training for their jobs.
確保所有勞工在他們工作中能獲得適當的培訓
南台科大教評所
• Assist workers to develop personal work plans that clearly
define task objectives and expected outputs.
協助勞工制定個人工作計畫,清楚地定義任務目標和預
期的產量
• Develop
and maintain a working environment where
workers are consulted and can provide feedback on
changes impacting on their job tasks.
開發和維護的工作環境，工人協商, 可以提供回饋更
改他們的工作任務
南台科大教評所
• Implement a performance feedback system, where
workers receive regular feedback on jobs well done
and any areas for improvement.
實施了績效回饋體系,其中勞工定期接收在工作
上做的好的回饋和任何需要改進的地方
• Encourage workers to talk to their supervisor or
manager early if they are unclear about the
scope and/or responsibilities of their role.
鼓勵勞工多跟主管或經理討論如果他們
不清楚的範圍和/或他們的角色責任
南台科大教評所
• Ensure workers have an up to date role or
position description, which includes the role
purpose, reporting relationships and the key
duties expected of them.
確保勞工有最新的角色或職位描述,其中包括角
色目的,報告關係和對他們預期的主要職責
南台科大教評所
• Ensure that management structures across the
organisation and reporting lines within work
teams are clear.
確保整個管理層結構工作團隊中組織和報告線路是
明確
This will help workers know who they are accountable
to and where they can go for help with work problems.
這將幫助勞工知道他們是誰負責和在哪裡他們可以
去幫助工作上的問題
南台科大教評所
• Provide an organisational chart that gives a clear view of
the organisational structure and communication channels.
提供了一個組織結構圖,給出了一個明確的說法和
溝通管道
南台科大教評所
• Following an organisational change or restructure,
check with workers to ensure they understand any
additional responsibilities or duties that are required
of them.
跟隨組織變革或重整後,審核勞工,以確保他們了解任何附
加責任或他們所需了解的職責
Make sure they are comfortable with new functions
and revise position descriptions to reflect new
accountabilities.
以確保他們適應新的職能和修正職位說明,以反映新的問責制
南台科大教評所
• It is important workers feel confident and capable of
undertaking new or revised tasks.
這是很重要的勞工感到有信心和有能力的進行新的事業
或修訂任務
Make sure they receive enough training for them to be
competent in their roles.
確保他們獲得足夠的訓練讓他們能勝任自己的角色
南台科大教評所
•
Where a change in structure or roles occurs, or retraining is
required, use the performance review process as a positive
opportunity for workers to have renewed input to the way
they complete their work.
凡在結構或角色發生變化時,或再培訓是必需的,使
用績效考核程序作為勞工續期積極的機會的方式到
他們完成工作
Role conflict
角色衝突
Role conflict occurs when workers are given two
different and incompatible roles at the same time,
or their role overlaps with another worker or work
group.
角色衝突發生時當勞工是受到兩個不同和不相容的角色,在同一
時間或他們跟另一個勞工或工作角色重疊
The greater the role conflict, the higher the likelihood of a
worker experiencing occupational stress.
更多角色衝突時,一名勞工經歷職業壓力的可能性更高
南台科大教評所
Ways to manage role conflict: 管理角色衝突的方式
• Avoid placing inconsistent demands on workers and
ensure that as far as possible the different requirements
are compatible.
避免對勞工放置不一致的需求和保證在可能範圍內的不同要求
是相容的
南台科大教評所
• Have clear reporting relationships so that workers know
who they are directly accountable to.
有明確的上下級關係,讓勞工知道他們是誰直接負責的
Avoid making workers accountable to more than one
immediate supervisor to reduce potential conflict in
work demands.
避免製造勞工向多個頭頂上司負責以在工作要求上
能減少潛在的工作衝突
南台科大教評所
• Ensure systems are in place to enable workers to raise
concerns about any conflicts they have in their role and
responsibilities. For example, hold regular team
meetings to enable workers to discuss any potential role
conflict.
確保系統到位,讓廣大勞動者提高關於他們在自己的角色和任何
衝突的擔憂責任。例如:定期召開小組會議使勞工討論任何潛在
的角色衝突
南台科大教評所
• Avoid assigning roles to workers that conflict
with their personal needs and values.
避免將角色指派給與他們個人需要和價值觀衝突的勞工
At the individual level, solutions are aimed at assisting
individuals to cope or build resilience.
在個人層面上，解決方案的目的是協助個人應付或加強抗災能力
Appropriate activities and assistance to be considered at
this level of intervention include:
適當的活動和援助被認為是在介入這個級別包括:
南台科大教評所
• corporate induction programs
企業上工作崗位導入培訓方案
• access to employee assistance programs
獲得員工協助方案
• training about resilience
培訓有關的韌性
• health and wellbeing programs
健康和幸福感方案
• counselling/therapy for people experiencing distress from
sources both in and outside of the workplace.
輔導/治療的人經歷苦惱來自於和工作場所以外的來源
南台科大教評所