餐飲服務業職場霸凌及因應策略之個案研究

A Case Study of Workplace Bullying and Coping Strategies for Restaurant Service Industry

職場霸凌是職場上與他人產生衝突，且讓員工處於嚴重到長期處於不友善的關係當中，又可稱為「職場暴力」，已經成為新興的職場社會心理危害。本研究採用半結構式深度訪談法，訪談五位從事服務業都有職場受霸凌經驗的當事人，並以文獻分析搭配五位為受害者訪談資料，進行交叉驗證，本研究結果得出職場霸凌可以區分三種類型：排擠霸凌、言語霸凌及工作霸凌，並依此提出四個防止職場霸凌之建議1、職場霸凌意識之待教育，也就是說霸凌者往往不知自己已經涉及職場的法律問題，不知嚴重性。2、人資單位對於職場霸凌之態度與行為，對霸凌事件有決定性的結果3、勿忍受霸凌，易成為「得逞默許」的加成效果。4、建立良好的群體規範或企業文化。

Workplace bullying, or workplace violence, refers to that a worker encounters conflicts against and maintained a long-term unfriendly relationship with others in the workplace. In this study, the semi-structured depth interview method was used to interview the five parties who were engaged in the service industry with bullying experience. With the literature analysis, the interview data were interviewed for the victims.The results of this study show that the bullying of the workplace can distinguish between three types: the tyranny bullying, verbal bullying and work bullying. The results of four recommendations to prevent bullying 1. Occupational awareness of the bullying of the workplace, that is, bully who often does not know that they have been involved in the work of the legal issues, I do not know the seriousness. 2. Personnel units for the workplace bullying attitude and behavior, the bullying events have a decisive result 3. Do not stand bully, easy to become ＂successful acquiescence＂ addition effect. 4. Build the positive group norms or business culture.