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本研究旨在探討臺北市政府警察局派出所所長工作壓力與工作績效現況及關聯 性，俾提供制定政策、管理及警察人員之參考。問卷調查係採全面實施問卷調查方式，以臺北市政府警察局所屬現職94位派出所所長為樣本，計發放94份問卷，取得有效問卷94份，回收率100%；另以母體樣本中篩選出擔任3任(含)派出所所長職務以上，從中隨機抽取7位派出所所長實施深度訪談。 經研究後發現，臺北市政府警察局派出所所長的工作壓力來源依序為組織內部、組織外部、個人因素、工作本身，整體工作壓力量表平均為3.46，有偏高現象；工作績效依序為工作效率、工作品質、工作效能，整體工作績效平均為3.64，大多數派出所所長自認為工作績效表現優異，與臺北市政府警察局102年12月委託民調有關臺北市市民對治安滿意度結果大致相同。又派出所所長工作壓力與工作績效之間具有相當之關聯性。 本研究係首次針對臺北市政府警察局派出所所長所做的工作壓力與工作績效之相關研究，研究結果可作為相關警政主管機關擬定政策、擔任派出所所長基層幹部及後續研究之參考。 關鍵字：派出所所長、工作壓力、工作績效 / The purpose of this research is to investigate police officers in Taipei City Police Department about their job stress,work performance and its correlations in order to provide policy development, management and police personnel reference. The investigation is implemented by questionnaire to the ninety four (94) police stations under Taipei City Police Department, the valid questionnaire is ninety four (94) and in 100% recovery rate. From the sampling, it also screened seven (7) station chiefs who have been served on the station chief’s position more than three (3) stations for further interview. The study shows the station chiefs in Taipei City Police Department have working stress from the order of the internal organization, external organization, personal factors and the work itself, the overall job stress scale is 3.46 which is relatively high. The priority of their work performance is job effectiveness, job efficacy and job quality, the overall scale is 3.64. Most of the station chiefs are satisfied with their excellent performances which has the similar result of the public opinion about the satisfaction security from Taipei city resistant in Dec., 2013. It also indicates that the job stress and the work performance have strong connection with each to the station chiefs. It also indicates the job stress and work performance have strong related connection between two of them to the station chiefs. The study is the first research of the job stress and work performance for the station chiefs under Taipei City Police Department, the result can be used as the reference for the policy formulating, the police who is in charge of the police station and its subsequent research. Keywords: station chiefs, job stress, work performance

派出所所長為警察組織的基層主管，是警察體系中極具關鍵性且富有影響力的角色，其領導行為直接影響員警的工作效能及警察政令執行之良窳。 本研究主要目的有三：（一）探討所長領導風格對員警工作投入之影響。（二）基層員警個人特徵因素對所長領導風格是否有影響。（三）基層員警個人特徵因素是否會影響其對工作之投入。 本研究採用之研究方法為「問卷調查法」及「深度訪談法」。在量化研究方面，以臺北市政府警察局93個派出所所長與派出所三分之一之基層員警進行問卷抽樣調查，計發放812份問卷，回收有效問卷800份，資料回收後透過次數分配、因素分析、信度分析及t檢定等方法進行資料分析。在質性研究方面，以工作繁重、工作較重及工作單純分局各抽訪2個派出所所長及基層員警各1人，合計12人，進行深度訪談分析與比較。 由研究結果發現：隨著時代的變遷，領導的意涵也隨著轉變，由指導到協同，關係 由上對下變成平行關係。警察領導幹部之領導風格將一改過去權威式、英雄式的領導，逐漸修正為以關懷部屬為主，與基層員警建立共識達成組織目標，取代以績效掛帥、軍事化管理的領導風格，所長領導風格攸關員警工作士氣；而影響警察工作投入之問題成因很多，本研究以工作滿足、工作績效成就、參與決策等三面向鋪陳分析如下：（一）警察工作特性無法獲得民眾肯定與信賴。（二）派出所勤(業)務繁重，員警自我成長機會受限。（三）警察制度及社會型態令員警無法獲得工作滿足感。（四）媒體擷取負面報導致警察形象差社會地位不高。（五）派出所工作繁雜基層員警不堪負荷。（六）所長以身作則才能帶動員警工作士氣。（七）分層授權俾利任務完成。（八）員工參與制度流於形式。 綜上，本論文依研究目的、文獻探討、問卷調查及深度訪談所得資料，以個人特質、領導風格與工作投入等構面，並考量方案的可行性難易，提出近、中、遠程具體可行之警察政策建議，以及提供後續研究者的建議。 / The chiefs of police stations are basic-level executives in the entire police organization, and they play critical and influential roles within the police organization. Furthermore, their leadership will directly affect the work efficiency and implementation quality of police orders and policies. The purposes of this study are in three major areas: 1. if the leadership style of station chief affects the devotion of police ; 2. if the factor of individual traits of basic-level police should affect the leadership style of the station chief; 3. if personal traib of basic-level police affect their job involvement. The methodology of this study is “questionnaire” and “in-depth interview.” In terms of quantitative study, sampling investigation of questionnaire is conducted with chiefs of 93 police stations and one-third basic-level police of the police station from the Taipei City Police Department. A total of 812 questionnaires are distributed, with 800 valid copies retrieved. As information is recouped, frequency distribution, factor analysis, reliability analysis, and T-test are used to conduct information analysis. For qualitative study, every two chiefs and one basic-level police are selected from each of very heavily loaded police stations, less heavily loaded police stations, and police stations of lesser work load. In total, 12 people are chosen to conduct in-depth interview for analysis and comparison. It is found from the research that the interpretation of leadership has been hanged, of which meaning used to be the guidance and superior-inferior relationship, evolving into coordination and parallel interactions nowadays. Furthermore, instead of the authoritative, heroic leading style and performance-oriented, military management, the tendency of caring and consensus reaching with the subordinates emerges within the police leading party. Hence, the leading style of the chief of the police station has a great influence on the working spirits of the whole department. Besides, due to the fact that policemen who get involved in their jobs vary , this research will observe and analyze from satisfaction, performance achievement and decision-making participation of work among the policeman, and the analysis is as follows: 1.rare affirmation and trust obtained from our people due to the characteristics of the policeman work; 2.since the heavy workload of the basic-level police, their chances of self-development are quite limited; 3.They cant have a sense of achievement under the police system and the social ideology; 4.negative report from the media results in the bad image and low society status of our policeman; 5.too much workload for the basic-level policeman ; 6.the chief of police station shall set good examples with their own behavior; 7.the necessity of empowerment policy; 8.the participation system could not be put into effect. Above all, this research would be based upon the aim of the project, working through information study, questionnaire and in-depth interview. Following 3 directions as personal characteristics, leading style and their working involvement, considering the applicability, the study provide feasible policy suggestions in short, medium and long term for the police system, and the reference of following researchers.

警察在公共行政領域屬於較特殊性質的團體，工作項目包羅萬象，勤務時間24小時連續不間斷，與民眾生活息息相關。研究者任職於臺北市木柵地區的派出所近二年，深覺警察工作中的竊案防治作為的好壞極為攸關市民的居住安全感及對轄區治安滿意與否。因此，本研究為探討各派出所的竊案防治作為對轄區治安滿意之影響。 臺北市木柵地區為文教區，居住人口多為軍公教族群及一般上班族，住宅密集，各派出所的竊案防治工作之落實推動更顯其重要性。因此，本次研究特以文獻探討、深度訪談、參與觀察等三種方法探討臺北市木柵地區各派出所轄區的各類竊案防治工作對轄區治安滿意及需求的影響，除以相關文獻探討竊案成因及防治作為外；更邀請所轄各派出所及部分里長做深度訪談，再輔以研究者本身的參與觀察所見做綜合分析研判，期能發現真實問題所在並提出實務建議據以策進。 本研究結果希望對臺北市木柵地區日後的竊案防治工作執行上提供有效建言，跳脫僵化式的防竊工作既有框架，以不同角度的思維方向針對問題提出更適切可行的方法，畢竟警察工作的原動力是建立在民意的期待上，各類竊案的防治工作是警察維護地方治安的本業及重點，唯有真正以同理心瞭解民眾需求才能做好本項工作。

近年來基層員警的超時工作所產生的影響已逐漸成為學界關心的重點，從工作壓力、生理影響、家庭關係、組織承諾、工作滿足、工作士氣等等，許許多多的研究都一再提到超時工作所造成的負面結果，但是卻鮮少人去研究為何派出所所長無法按照警察勤務條例的規定讓員警只擔服8小時的工作時間，因此本研究透過質性的研究方式，訪談了派出所所長及員警，希望能夠找出影響派出所勤務規劃的原因為何，並從中找出讓員警回歸8小時勤務制度的解決之道。 經質化訪談研究發現如下： 一、目前臺北市各派出所員警工作時間普遍都為12小時，原則上員警上五天班休息二天。 二、影響派出所勤務規劃的主要因素來自於分局各組室在勤務及業務上的要求。 三、所長認為每日規劃超勤是有其必要性，而且超勤加班費對員警有誘因存在，而員警則是認為應該要視實際的情況來規劃勤務，而不是僵化的要求員警每日超時服勤。 四、目前的勤務制度造成了員警在體力負荷、服務品質、心態上及家庭關係產生負面的影響。 五、解決之道，透過減少派出所勤（業）務負擔，並檢討現行勤務內容及派出所人力配置運用，讓派出所能夠回歸原本的工作內容。 / In recent years, the influence of rank-and-file policeman overtime working has been in the spotlight in academia. More and more studies show that constant overtime working brings negative impacts on the police, ranging from job stress, physiological effects, family relationship, organization commitment, job satisfaction to working morale, etc. However, few people want to figure out why the police are unable to work only 8 hours a day according to the [Police Services Ordinance]. I have interviewed with some chiefs and police officers in police stations through qualitative research, hoping to find the factors that affect the duty planning in police stations, and a solution to return an 8 hours/day schedule to the rank-and-file policemen. The following are what I discovered in my study: 1. Currently, the working time of the police officers in police stations of Taipei City is 12 hours a day; in general, they work 5 days and take 2 days off. 2. Various demands from different units of the sub-bureau play an important role in affecting duty planning. 3. As far as the chief of police station is concerned, daily overtime duty is necessary, plus, overtime payment is an incentive to the police officers. In the grassroots level’s opinion, the duties should be planned according to actual situations instead of a rigid schedule. 4. The current duty system has negative impacts on physical load, service quality, attitude and family relationship. 5. With a view to returning to what it should be, reducing the burden of police stations, amending the current police services, and reviewing the placement and utilization of staff may be the solution.

所長職務是責任也是榮譽，更是中堅幹部的一項重要資歷，然所長職務工作類別項目繁冗，要善盡職責扮演好所長角色，務必全神灌注全心投入。本研究為瞭解所長之職務範疇是否合宜合度、如何建立最佳工作方案，對職場意識、家庭關係之感觀為何。以台北縣政府警察局分駐派出所所長為研究對象，採用三角交叉檢視法(量化為主、質化為輔)，以派出所全體所長為研究對象實施問卷調查，共發出149份問卷，回收149份，有效回收率為100％。另在質化研究方面，採非隨機取樣擇12位所長進行深度訪談。 本研究發現如下： 一、工作壓力方面 (一)職務煩雜，容易坐立不安，苦惱多多難以入眠，於下班後十分疲憊且睡眠不足，難以早起。 (二)所長雖是歡喜做甘願受，但民眾有時對警察不夠尊重，媒體多著重負面案件報導，且少數民意代表干預行政、關說涉入。有賴抗壓力之提昇，方能勝任。 (三)所長界於基層同仁與上級長官之間，負責承上啟下並協調所內外各項勤業務活動。所長居中協調，耗費心力。 (四)各派出所普遍處於員額編制不足之情況，常常要透支警力完成專案性、突發性任務，壓力驟升。 二、工作滿足方面 (一)各項績效分配及任務分工，皆是以單位內員警數、轄區人口數、地區複雜度為基準，工作分擔尚合理有依據，大致覺得滿意。 (二)所長帶人帶心，兵隨將轉，營造各同仁間相互協助支援風氣，領導得宜，成就感高。 (三)所長職務責任雖重，但相對獎勵較多。所長職務有利自我生涯規劃，大多滿意於工作回饋。 (四)所長只要做好自身本分之事，不出員警風紀問題，上司就不會有額外的不當要求。 三、工作投入方面 (一)所長認為警察工作是一種良心事業，身在公門好修行，多能終身以工作為榮，大多全力以赴。 (二)所長幾乎以派出所為家，與同仁朝夕相處，念茲在茲，樂在工作。 四、在家庭生活方面 (一) 所長尚滿意目前的婚姻關係，溝通與互動狀況亦良好，然囿於工作性質，使得與家人相處時間少，夫妻聚少離多，有賴相互體諒。 (二) 所長多能著墨於親子教養，予以糾正、解決心理和行為上的問題。 五、對於職務範疇內各工作事項大多認為重要且滿意 （一）勤（業）之規劃、分配、派遣、管制是派出所所長的基本工作，也是所長領導統御的最初步作為。 （二）運用獎勵及鼓舞等方式，達成各項績效要求。化解歧見，講求紀律服從，將上級理念迅速正確地貫徹到基層端末。 （三）員警勤務紀律是工作之本，有紀律才會有效率。以受理報案、貫徹報告、勤務執行、裝備使用及服儀態度等為要求重點。 （四）所長必須利用各種集(機)會加強政風法令及案例教育宣導要求，提高員警知法守法信念，預防違紀情事發生。 （五）以「廉能公義健康活力」做為對「新警察」的描述或詮釋，不僅標示「新警察」的核心價值，也是實現共同努久的願景! （六）所長要強化危機處理、風險管理之智能，積極規劃相關緊急應變計畫，建立危機管理機制 （七）派出所是警政機關的第一線單位，責無旁貸應運用技巧進行探訪查證，妥適規劃勤務，分配任務積極查緝到案。 透過本研究的結果，並提出建議，包含上級清楚明訂主從關係，績效評比制度須再考量，重大事故非所長全能承受，做事尋求重點，落實代理制度， 風紀案件不宜未審先判，上級給予鼓勵主動關懷， 建立紓壓管道。 關鍵字：分駐(派出)所、職務範疇、職場意識、家庭關係

自針對心理壓力的研究盛行以來，心理壓力和工作績效的關係得到了學界諸多領域的關注。警察是高壓群體，在量化和質化研究的雙重驗證下，得到了學界一致性的認同。而警察的壓力所影響的並不僅只是其個人工作績效，更關乎整個社會的治安狀況。此外，對於壓力而言，局限於測量警察族群的壓力，對於解決問題本身沒有根本性作用。基於以上原因，本研究專注於警察高壓的原因及形成機制。根據非正式預訪談得知所長是警察生涯中壓力最為突出的一個階段，故本研究將目標鎖定在警察階段的所長族群。為了挖掘所長高壓原因及其形成機制，本研究透過質化深入訪談的研究方法，深入訪談了大臺北地區7位男性派出所所長和3位女性所長。經過紮根理論的研究流程和資料分析法，結果發現所長階段的壓力較為嚴重的原因主要在於其特殊的工作特點，以及家庭和工作的難以平衡；就其工作特點而言，包括：壓力多元化、工作時間過長、體力硬線要求高、休假異常、績效結構欠佳、公務冗雜和媒體壓迫。也正是因為工作特點而使得其較難在工作與家庭之間取得平衡。對於女性而言，刻板印象和社會期待均使其在警察工作中處於劣勢，但優秀的表現也會獲得更多的讚賞，與期望破壞理論（Expectancy Violation Theory）一致；而男性也恰正是因為刻板要求和社會期待使得其肩負著和女性警察機制不同但是程度相當的心理壓力。總體而言，警察體制內受到詬病的是績效考核方式，績效結構不合理並且指標沒有上限，專案頻繁，儘管不同來源的所長最終都將自我調整心態到了無可奈何的接受狀態。也正是這一結果，證明目前警察體系內協助警察舒緩壓力的管道較為匱乏，亟需改善和解決。 / The influence by stress on performance is one of the popular research issues. Former qualitative and quantitative researches proved that policeman is one of jobs with high working stress. Stress on policeman not only affect their own working performance but also societal safety. Only measurement of stress cannot make policeman perform better. Thus, this study focuses on causes and mechanism of policeman’s stress. Police inspectors in local police stations are with extremely high working stress according to informal interviews. This study interviewed three female and seven male police inspectors from Taipei City, New Taipei City and Keelung in Taiwan. After data analysis with Grounded Theory, this study concludes that special working conditions and unbalance between family and work are the main sources of stress on policemen. This job is stressful with several traits including multi-faced stress, overtime work schedule, exhausting physical energy, irregular days-off, unreasonable performance evaluation structure, complicated working issues and bothering media. It is these working conditions that make policemen stressful and difficult to make balance between work and family. Furthermore, stereotypes and social desirability burden female policemen. However, consistent with Expectancy Violation Theory, female policemen would also gain more recognition and compliment when they perform positively; Male policemen are required to take over more work for female policemen because of social desirability. In general, the biggest source of stress for policemen in Taiwan is the unreasonable performance evaluation system. It comes out as taking it without other alternatives for most policemen no matter where they were trained before. There has not been effective assistance for policemen within police system in Taiwan.