衝突處理過程分析－－以醫務社會工作者參與醫療團隊工作為例

The Analysis on the Process of Coping with Conflicts-Taking the Medical Social Workers Participating in Medical Team for Example

隨著全民健保的實施，醫務社會工作者的角色由早期經濟問題的協助，進展至近期的角色多元化，其中醫療團隊參與角色已漸成趨勢。然而醫務社會工作者參與醫療團隊的過程中仍有其避免不了的衝突。此類衝突包括專業背景不同所造成的價值衝突以及與醫療同仁產生角色責任的重疊問題，甚至是專業的不被認可。基於目前醫務社會工作者於醫療團隊工作的探討焦點多集中於角色期待部分，少有衝突處理之探討，因此，本文試圖以衝突處理過程理論架構來分析醫務社會工作者參與醫療團隊工作的衝突來源及其衝突處理行為之影響層面。同時，將衝突來源分為二大類：即（一）溝通問題，（二）結構面向。並將衝突處理行為分為五大類：即（一）統合、（二）妥協、（三）順應、（四）競爭與（五）逃避等五類行為。最後則分別由預防衝突提高階段與衝突處理行動階段提出建議。

Owing to the enactment of National Health Insurance Act, the roles of medical social workers have transformed the helping of economical problem in the past into the multiple roles recently, especially the roles of participating in the medical team. However, the participating process of medical social workers even has inevitable conflicts. Such conflicts include of the value conflict resulting from the different professional background, the duplicated role problem with other medical members, and even the professional unrecognized. Nowadays, most of the articles focus on the study of roles expectation of medical social workers, but the theme of the process of coping with conflicts rarely presents. Hence, the purpose of the study is to understand the process of coping with conflicts of medical social workers participating in medical team. The study is to apply the theory of conflict coping process as the study structure. First, the communication styles and the structural factors are major causes resulting in team conflict. Second, the five conflict-handlings include collaboration, compromise, accommodation, competition and avoidance. Finally, the study attempts to make the suggestions about the conflict prevention stage and the conflict coping stage.