【作者】 马晓路；

【导师】 吴维库；

【作者基本信息】 清华大学 ， 工商管理， 2007， 硕士

【摘要】 国家公务员从事的是一个情绪劳务程度很高的职业,其工作时的情绪状态对于工作表现有着非常显著的影响,能否有效地管理好自己的情绪对于公务员来讲至关重要。与企业职员的管理方法不同,对于公务员的激励方法不宜采取直接的物质奖励,此外公务员的退出机制也不如企业灵活。因此,在保证公务员队伍稳定的前提下,如何尽最大可能提高公务员的工作效率,保持公务员工作热情,构造和谐的组织环境,是很实际也很重要的问题。这些问题的解决,很大程度上取决于公务员能否有效管理情绪,即抑制负面情绪,培养正面情绪。本文根据领导学和情绪智力等相关理论,在建立6个主要假设的基础上,提出了把情绪劳务作为调节变量,以情绪智力为自变量的反映情绪智力与工作绩效、危机感、被边缘化感等关键因素之间关系的模型。本文采用实证研究方法,对9个部委发放了问卷,收集到361个样本数据。样本对象涵盖了副科级到局级干部,主要集中于处、科级干部。通过统计分析发现,情绪智力对于工作绩效、危机感、被边缘化程度等影响工作的关键因素,有着较为显著的相关关系;而情绪劳务对于情绪智力与角色内行为、危机感、被边缘化感之间的关系,有着较为显著的调节效应。更多还原

【Abstract】 National public official is a high degree of emotional labor career, which means that the emotional state has a very significant impact on the official’s performance. Therefore, it is of utmost importance for the officials to manage their emotion. The management of the national public official varies from that of the enterprise staff. It’s not proper to take direct material reward to incentive the officials. Due to comparatively inflexible withdrawal mechanism with the enterprises, it is a very important issue to make the greatest possible to improve the efficiency of the officials, to keep their enthusiasm for work, and create a harmonious organizational structure under the premise of the stability of the team. The settlement of these issues, to a large extent, depends on whether the officials can manage their emotions—to inhibit negative emotions and cultivate positive emotions.According to the leadership and emotional intelligence theories, this paper presents a emotion management model, in which the emotional labor is introduced as an adjusting variable, and the emotional intelligence (which reflects the performance, sense of crisis and the marginalization extent) as an independent variable, under six major assumptions. Empirical research method was applied in the study with a questionnaire on nine ministries to collect 361 survey data. The survey covered from to bureau-level cadres, mainly focus on section-level and office-level cadres. Through the statistical analysis samples, it is found that emotional intelligence has a significant relationship with several key factors such as work performance, sense of crisis and the extent of being marginalized. It’s also found that the emotional labor has a significant effect of adjustment on emotional intelligence, sense of crisis and sense of marginalization.更多还原