初階顧問介入歷程的行動研究

An Action Research of Intervention Processes: From a Junior Consultant’s Perspective

本文是一個心理系工商組博士班學生在工商實習顧問案中，以專家身份深入組織分析顧客滿意度調查結果，卻在實務現場遭遇困頓與迷失，因而產生專業知識與解決問題的落差。透過行動後的回顧及歷程性諮詢的轉向，瞭解行動者當時在現場所持之知識論與介入的方法，並進一步探索介入者與案主之間彼此的心理互動。結果發現顧問介入方法可採用歷程觀點來設計，進而重新認識自己的行動框架與隨時保持反思，是一個顧問專業發展之必要過程。

This article explores the analyses of customer satisfaction in an organization under a Ph.D. student’s practical training. The role of the student is a professional position in the program. He suffered difficulties from the gap between professional knowledge and problems to be solved in the field. The actor’s internal epistemology and methodology was reviewed with After Action Review (AAR) and processes consultation perspectives. Besides, the psychological interaction process between the consultant and the client was also inquired. The results show that process consultation should be an alternative design in the intervention. Furthermore, it’s necessary that a consultant always has reflection in or on action in the professional development.