Support from supervisors
and/or co-workers
來自上司和/或同事的支持
教育領導與評鑑研究所
NA21F003 洪欣怡
NA21F015 黃庭衫
Support支援
包括獎勵、監護人和由組織，內部信息溝
通制度及同事們的資源協助
 Includes the encouragement,
sponsorship and resources provided by
the organization, line management and
colleagues

Support: Are You Doing Enough?
支援： 您做的足够嗎？(一)
你如何支援?
How supportive are you?
 就算職員犯錯，也給予職員支持及鼓勵
Give support and encouragement to
staff, even when things go wrong.
Encourage staff to share their concerns
about work-related stress at an early
stage.

Support: Are You Doing Enough?
支援： 您做的足够嗎？(二)



鼓勵職員去分享在前線工作的工作壓力及感受
Hold regular liaison/team meetings to discuss unit
pressures.
掌握每日的工作流程和溝通/ 開會去討論各單位的壓力
Hold regular one-to-ones to talk about any emerging
issues or pressures.
差異價值- 不要有種族、性別、能力或其他不恰當的方
式區別對待
Value diversity – don’t discriminate against people on
grounds of race, sex or disability or other irrelevant
reasons.
Support: Are You Doing Enough?
支援： 您做的足够嗎？(三)


尋找更多的例子，如何讓團隊運作，接受管理者或同事
的好建議- 這些可以被跨越單位嗎?
Seek examples of how the team would like to, or have,
received good support
from managers or colleagues – can these be adopted
across the unit?
詢問員工如何運用管理人的支援- “開門”政策，接受
管理者能夠討論緊急事件等等
Ask how employees would like to access managerial
support – ‘open-door’ policies, agreed times when
managers are able to discuss emerging pressures etc.
How do you manage your team’s time?
如何管理你的工作團隊的時間?
促進健全均衡的工作生活
Encourage a healthy work-life balance.
 促進職員取得每年的津貼和伙食, 休假.
Encourage staff to take their annual leave entitlement
and their meal breaks.
 包括工作團隊壓力/緊急事件壓力, 當成員工的準備項
目開會或複習演練
Include ‘work-related stress/emerging pressures’ as a
standing item of staff meetings and/or performance
reviews.
 包括工作流程的適應性，讓員工妥善處理事務
Introduce flexibility in work schedules (where possible)
to enable staff to cope
with domestic commitments.

How well do you listen?
你如何好好的傾聽(一)


傾聽你的員工並且同意去圖釘標記問題事項，以執
行計畫- 對員工能感受貢獻，完成工作的價值是
很重要的
Listen to your staff and agree a course of action
for tackling any problems – it is important for
staff to feel that the contribution they make at
work is valued.
貢獻給員工- 他們需要一點辨別問題和工作以能
夠解決問題
Involve your staff – they need to do their bit to
identify problems and work towards agreed
solutions.
How well do you listen?
你如何好好的傾聽(二)
討論團隊如何給予支援，如果某人沒有處理問
題的工作經驗
Talk about ways the organisation could provide
support if someone is experiencing problems
outside work.
 宣傳其他領域支援的資訊(人力資源部門、職業
道德、專業顧問、慈善機構)
Disseminate information on other areas of
support (human resources department,
occupational health, trained counsellors,
charities).

How do you meet the needs of team
你如何迎接團隊需求?(一)
供給給你的員工適當，足夠的職業訓練
Provide your staff with suitable and sufficient
training to do their jobs.
 給新的員工在團隊及組織合適的工作職位
Give new staff a proper induction into your
team and the organisation.
 記下每個人的專長，和達成工作的不同方式
Take account that people’s skills and the way
they approach the work will differ.

How do you meet the needs of team
你如何迎接團隊需求?(二)




建立個別性或單位管理訓練，並參加講習接收新的
知識，以確保訓練的和能力為他們的工作的核心作
用是最新和適當的。
Develop individual or unit training arrangements
and refresher sessions to ensure training and
competencies are up to date and appropriate for
the core functions of their job.
確認職員知道風險多大，當他們遇到風險時如何尋
求協助提供時間管理訓練、風險管理和建立自信
Offer training in basic counselling skills/access to
counsellors.
Poor support from supervisors
and or co- workers(一)


重要風險因素涵蓋全方面，例如工作者是否感覺給
他們建設性的反饋，他們是否可以與他們的監督者
和同事談論關於工作問題，是否他們的監督者幫助
改進工作問題，當事情棘手時，同輩是否幫助，是
否可能的一起討論，以建立關係與同事情誼。
This important risk factor covers aspects such as
whether workers feel they are given constructive
feedback, whether they can talk to their
supervisor and peers about work problems,
whether their supervisor helps fix work problems,
whether peers help out when things are tough and
whether it is possible to talk to, and form
relationships with, work colleagues.
Poor support from supervisors
and or co- workers(二)

工作者被支持的方式是, 關鍵的是減少或減輕與
工作相關的壓力。 例如，支持也許在執行任務
上, 透過實用協助或通過信息供應的建立。
The way workers are supported is key to
reducing or moderating work-related stress.
For instance, support may be provided through
practical assistance in performing tasks or
through the provision of information.
Poor support from supervisors
and or co- workers(三)

它可能也以情感支持的形式，指的是非有形的
協助，就像與工作者談論問題，提供正面回饋
或鼓勵，或者不拘形式慶賀同事為工作做得好
。
It can also come in the form of emotional
support, which refers to non-tangible
assistance such as talking over a problem with
a worker,providing positive
feedback/encouragement or informally
congratulating a member of a team for a job
well done.
Support from supervisors
and/or co-workers

The way workers are supported is key to
reducing or moderating workrelated stress.
 Support provided by supervisors and peers
can cushion the stress responses people
might otherwise experience when their jobs
are demanding and they feel they do not have
control over those demands.
 支持員工的方法關鍵在於減少或緩和工作相關
的壓力。
 由上司和同事提供支持可以緩和被刺激反應的
人，可能在某些時候當他們的工作被要求時，
他們會覺得無法控制這些需求。
Possible solutions 可能的解決方案
Decisions need to be made about what
practical solutions (control measures) will
be used in the workplace to prevent,
eliminate or minimize the effect of
occupational stressors on worker health.
 需要去決定要在工作場所中使用哪些實際
解決方案（控制措施），用以防止、消除
或盡量減少職業壓力對員工健康的影響。

Organizational level 組織層面

At the organisational level, controls target
the work itself and focus on job design, work
environment and working conditions.
 For the risk factor ‘poor support’,
organizational level solutions address
practical assistance, the provision of
information, emotional support and positive
feedback.
 在組織層面上，控制是針對工作本身，並專注
於工作設計、工作環境和工作條件。
 對於風險因素的“較差支持”，組織層面的解
決方案可以滿足：實際幫助、提供信息、情感
的支持和積極反饋。
Organisational structures 組織結構

There are many approaches a workplace can take to
ensure its workers feel supported:



Ensure that management structures across the
organisation and reporting lines within work teams are
clear. This will help workers know who they are
accountable to (either overall or for particular tasks) and
where they can go for help with work problems.
Provide new workers a proper induction to the
organisation and work unit.
工作場所可以採取許多方法，確保其員工覺得被支持：


確保組織整體管理結構和團隊內部回報管道是清楚的。這
將幫助員工知道他們所負責的任務（不論整體或特定），
以及他們可以去哪裡找人協助工作上的問題。
提供新員工在組織和工作部門上適當的培訓(入職訓練)。
Organisational structures 組織結構






Provide and promote an employee assistance
service that responds to individual issues or
concerns, both work and non-work related.
Promote a culture that values diversity in the
workplace.
Provide and promote flexible work practices that
best suit individual and business needs. This may
include working from home or flexible working
hours.
提供和推廣員工援助服務，以回應工作上及非工作
相關的個別問題或疑慮。
促進一種重視員工多元化的文化。
提供和促進靈活的工作方式，以符合個人和商務需
求。這可能包括在家工作或彈性工作時間。
Practical support實際支持

There are various types of assistance that a
supervisor/ manager or colleague can provide:



Assist with work demands, including clear work
goals.
Provide all workers with adequate information.
主管/經理或同事可以提供多種類型的援助：


協助工作要求，包括明確的工作目標。
為所有員工提供足夠的信息。
Practical support實際支持






Provide workers with training and development
opportunities. Conduct performance reviews and
include constructive feedback.
Provide additional assistance when workers are
undertaking challenging tasks, such as new
duties or roles.
Ensure adequate backfilling of roles or
redistribution of work when workers are out of the
office or away on leave.
為員工提供培訓和發展機會。進行績效評價以及包
括建設性的反饋意見。
當員工進行挑戰性任務時提供額外援助：例如新的
任務或角色。
當員工離開辦公室或外出休假時，確保角色職務代
理或工作再分配。
Information provision信息提供




Hold regular team meetings to discuss pressures
and challenges within the work unit. Assist workers to
come up with practical solutions for any task-related
issues that arise.
Provide sufficient information to enable workers to
perform tasks competently, particularly when workers
are taking on new work.
定期召開小組會議，討論工作部門內的壓力和挑戰。協
助工人提出任務相關問題的實際解決方案。
提供足夠的訊息使員工能夠勝任他的任務，尤其當員工
正在進行新的工作時。
Training and development 培訓與發展1




It is important workers feel confident and capable
of undertaking assigned tasks. Make sure they
receive enough training for them to be competent
in their roles.
Training can be both task-specific and more
general including, for example, training in ethics
and behavioural expectations (code of conduct),
mental health and cultural awareness.
重要的是員工有信心、有能力去承擔分配的任務。
確保他們得到足夠的培訓去勝任自己的角色。
培訓可以同時包含特定任務或普遍價值，例如職業
道德、行為期望（行為守則），心理健康和文化意
識。
Training and development 培訓與發展2

Develop training refresher sessions to ensure
competencies are up to date.
 Make training available to part-time, casual and shift
workers and those in remote locations.
 All workers, contractors and labour hire workers
should be made aware of the policies concerning
acceptable behaviour in the workplace.
 制定培訓進修課程，以確保最新的競爭力。
 將培訓提供給兼職、便服、輪班和偏遠地區的員工。
 承包商和勞動僱傭的所有員工，都應該知道工作場所可
接受行為的相關政策。
Training and development 培訓與發展3

When appropriate, give workers managerial
responsibilities to encourage a wider
understanding of their tasks. This could
include:



managing workload and resources
health and safety
在適當的時候給予員工管理責任，以鼓勵他們
對工作任務更廣泛的理解。這可能包括：


管理的工作量和資源
健康與安全
Training and development 培訓與發展4










performance management
managing conflict
interpersonal skills
emotional intelligence, including empathy and
expressing and managing own emotions
effective communication.
績效管理
衝突管理
人際溝通技巧
情緒智商，包括同理心，表達和管理自己的情緒
有效的溝通。
Constructive feedback 建設性反饋意見1






Provide regular feedback on task performance.
Formally or informally congratulate
workers/team members when tasks have been
done well and be specific about what was
done well.
Give workers practical advice and guidance on
areas that need improving.
提供對任務績效的定期反饋。
正式或非正式地表揚任務優良員工或團隊，並
具體說明哪些部分做得好。
給予員工待改善的方面的實用建議和指導。
Constructive feedback 建設性反饋意見2

Use annual performance reviews to provide
constructive advice for future performance,
and include opportunities for skill development.
It is important that annual performance tools
are not seen as a disciplinary measure.
 使用年度績效評價做為未來業績建設性的意見，
並包括技能發展的機會。重要的是，年度業績
的工具不會被視作懲戒措施。
Emotional support 情感支持


Emotional support from co-workers or supervisors can
have a protective effect and may reduce worker strain,
particularly in situations of high demand and low
control.
Ways to do this are:



Support open communication and encourage workers to
share their concerns about work-related stressors at an early
stage. They should feel comfortable with discussing any
issues that may arise.
同事或上司的提供的情感支持具有一定的保護作用，並
可以減少員工緊張，特別是在高需求和低控制的情況。
如何做到這一點的：

支持開放的溝通，並鼓勵員工及早分享他們對於工作相關
壓力的擔憂。他們在討論任何可能出現的問題時應該感到
舒適。
Emotional support 情感支持








Be aware of non work-related stressors that might be
present in workers’ lives and allow flexible work
arrangements where practicable.
Promote a team culture in which workers assist each
other and provide support when required.
Provide the time to talk through problems with workers and
try to promote an ‘open door’ policy.
Deal sensitively with workers who are experiencing
problems.
注意員工生命中可能存在的非工作相關壓力源，並在實際可
行狀況下允許靈活的工作安排。
促進團隊文化，使員工互相協助，並在需要時提供支持。
提供與員工討論問題的時間並嘗試促進“門戶開放”政策。
敏感的應對遇到問題的員工。
Emotional support 情感支持








Pay attention to a team member who is behaving out of
character.
Hold formal and informal team-building activities to
improve team cohesion.
Establish a peer support system and a
mentoring/buddy program for new starters.
Take an interest in workers’ lives beyond the workplace
whilst being respectful of personal and professional
boundaries.
注重行為與性格不一致的團隊成員。
保持正式和非正式的團隊建設活動，提高團隊的凝聚力。
建立一個同伴支持系統，提供新進人員師徒/同伴制度。
關心員工在工作場所外的生活，同時被尊重私人和專業的
界限。
Individual level 個人層面


At the individual level, solutions are aimed at assisting
individuals to cope or build resilience.
Appropriate activities to be considered at this level of intervention
include:







corporate induction programs
access to employee assistance programs
training about resilience
health and wellbeing programs
counselling/therapy for people experiencing distress from sources
both in and outside of the workplace.
在個人層面上，解決方案旨在幫助個人應付或建立彈性。
在這個層面適當的介入活動包括：





企業新人培訓方案
員工援助計劃
培養韌性
健康和福利計劃
輔導/治療員工來自工作場所內外所遇到的危難。