問題導向學習(PBL)教學對提升觀光系大學生領隊危機處理能力之成效

Problem-Based Learning Orientated: Improving Efficiency of Tourism Undergraduate Students’Tour Leading Competency in Crisis Management

團體旅遊中領隊處理全團的事務，若有任何危機發生將影響全團的行程；經驗的累積及有效的教學方法可提升領隊的危機處理能力，教學方法在缺乏經驗的觀光系大學生則顯為重要。因此，本研究探討以問題導向學習的教學方法，對團體旅遊中領隊危機處理能力的適用性，藉以教學提升觀光系大學生的領隊危機處理能力。研究採用驗證性因素分析確認領隊危機處理能力量表的信效度及配適度良好，發現領隊危機處理能力包括指揮和資訊能力、協調與整合能力、管理與學習能力、環境壓力能力四個面向。並且經過五週共十小時的PBL教學後大學生在四大領隊危機處理能力皆有顯著性的提高，特別是與實務執行能力有關的知識提升最多。研究結果證明PBL為適用於領隊危機處理能力的教學法，並且本研究之教學設計可作為旅遊相關協會、旅行社及大專院校在領隊危機處理訓練之參考。

In the process of managing a group tour, Tour leaders' crisis management competence can significantly impact tour leaders’job performance as well as to travelers’tour experience. Since the vocational aspect of learning and teaching has been criticized and this issues did not receive much attention in research field. Tourism education and training is then required to adapt learner-central learning technique to address crisis management competency assessment.
This study explores the effectiveness of a Problem-Based Learning (PBL) design project, taken as part of sophomore students in tourism department to develop leaders’crisis management competency. A pretest was distributed 4-weeks before PBL group project, and a posttest was distributed 4-weeks after PBL group project. A four-dimensional framework with 22 attributes is identified to represent tour leaders' crisis management competency. These dimensions are: command and information skills, co-ordination and integration skills, management and learning skills, and environmental stress Students rated themselves as having improved across a range of all 4 dimensions of crisis management professional skills as a result of the project. This paper makes conceptual contributions to tour leaders’crisis management research and provides useful insights into Tourism education and training.