Submitted by Luciana Sebin (lusebin@ufscar.br) on 2016-09-26T18:46:27Z No. of bitstreams: 1 DissSC.pdf: 2645733 bytes, checksum: 2de63f228bffb2e321b3473792994a2c (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-09-27T20:00:26Z (GMT) No. of bitstreams: 1 DissSC.pdf: 2645733 bytes, checksum: 2de63f228bffb2e321b3473792994a2c (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-09-27T20:00:31Z (GMT) No. of bitstreams: 1 DissSC.pdf: 2645733 bytes, checksum: 2de63f228bffb2e321b3473792994a2c (MD5) / Made available in DSpace on 2016-09-27T20:00:37Z (GMT). No. of bitstreams: 1 DissSC.pdf: 2645733 bytes, checksum: 2de63f228bffb2e321b3473792994a2c (MD5) Previous issue date: 2015-08-07 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / This research aimed to study the work of women in public transportation by bus, specifically those that hold positions of drivers and collectors in two companies in the cities of Araraquara and São Carlos, São Paulo. The general objective was to analyze the work of these women in a predominantly male environment and check the sociability of those working in this environment, and the ways how they deal with it in their daily lives. For the research, documentary sources, observations of work on buses, terminals were used and 12 in-deep interviews were applied with the workers of these companies. The relation between workers and the company was obtained that there is no differentiation between men and women, occurring only differentiation between the posts, however the working underscore the need for drivers to have to be sure of themselves and prove they are as capable as men run driving the bus. Colleagues, workers claim that the relationship is positive and in some situations should "take a joke" what they say. The "take a joke" was considered here as a self-defense mechanism, as well as the isolation and distrust in this workspace were seen as internal forms of protection to continue carrying out the activities. The presence of the harassment was found, both moral and sexual harassment attempts as well, which again lead them to use the mechanisms available to them, among them the serious and masculine stance to avoid sung. The emotional work was also seen in the activity, being reflected by stress and exhaustion as a result of dealing with passengers, colleagues and look after the house, occurring as a third working day for drivers and collectors. / Esta pesquisa visou estudar o trabalho das mulheres nos transportes coletivos urbanos por ônibus, especificamente as que ocupam funções de motoristas e cobradoras em duas empresas, nas cidades de Araraquara e São Carlos, interior paulista. O objetivo geral foi analisar o trabalho dessas mulheres num ambiente majoritariamente masculino e verificar a sociabilidade dessas trabalhadoras neste ambiente, além das formas como as mesmas lidam com isso em seu cotidiano. Para a realização da pesquisa, foram utilizadas fontes documentais, observações do trabalho nos ônibus e terminais e foram aplicadas 12 entrevistas em profundidade com as trabalhadoras destas empresas. Da relação dos trabalhadores com a empresa foi obtido que não há diferenciação entre homens e mulheres, ocorrendo diferenciação apenas entre os cargos, no entanto as trabalhadoras ressaltam a necessidade das motoristas terem que ser seguras de si e provarem que são tão capazes quanto os homens para executarem a condução dos ônibus. Dos colegas, as trabalhadoras afirmam que a relação é positiva e em algumas situações devem “levar na brincadeira” o que eles falam. O “levar na brincadeira” foi analisado aqui como um mecanismo de defesa pessoal, assim como o isolamento e a desconfiança neste espaço de trabalho foram vistos como formas internas de proteção para continuarem realizando as atividades. A presença do assédio foi constatada, tanto moral quanto tentativas de assédio sexual também, o que novamente as levam a utilizarem dos mecanismos que dispõem, dentre eles a postura séria e masculina para evitarem “cantadas”. O trabalho emocional também foi visto na atividade, sendo refletido pelo estresse e esgotamento, resultado do lidar com os passageiros, colegas e cuidar da casa, ocorrendo como uma terceira jornada de trabalho para as motoristas e cobradoras.

本研究主旨在於瞭解臺北市國民小學校長分布式領導、兼任行政教師情緒勞務與組織公民行為之現況，並分析不同背景變項之教師在知覺校長分布式領導、兼任行政教師情緒勞務與組織公民行為時產生的不同差異情形，且探討三者之間的關係，最後藉由校長分布式領導與兼任行政教師情緒勞務對其組織公民行為進行預測。 本研究採調查研究法，共計抽樣84所學校，發出540份問卷，回收451份問卷，其中有效問卷414份，問卷有效率達91.8%。資料處理分別以描述性統計、獨立樣本t檢定、單因子變異數分析、皮爾遜積差相關及多元逐步迴歸分析等統計方式進行統計分析。 本研究獲致以下之結論： 一、臺北市國民小學兼任行政教師知覺校長分布式領導為中高程度，以「校長專業自信與謙遜」之知覺程度為最高，「營造適當的變革時機」之知覺程度為最低。 二、臺北市國民小學兼任行政教師在其情緒勞務的知覺為中高程度，以「真誠演出」的知覺為最高，「深層演出」之知覺為最低。 三、臺北市國民小學兼任行政教師有中高程度之組織公民行為表現，以「敬業行為」之表現為最高，「工作要求高標準」的表現為最低。 四、臺北市國民小學兼任行政教師，因其性別、擔任職務、教育程度、學校規模、學校歷史之不同，而有不同的校長分布式領導知覺感受，以男性、擔任主任、研究所以上、學校規模在49班(含)以上、學校歷史在41-60年之教師知覺程度較高。 五、臺北市國民小學兼任行政教師，因其服務年資、擔任職務及學校規模之不同，而對於其情緒勞務之知覺感受有所不同，以服務年資21年(含)以上、擔任主任及學校規模在49班(含)以上之教師知覺程度較高。 六、臺北市國民小學兼任行政教師，因其年齡、服務年資、擔任職務及學校規模之不同，而展現出不同程度的教師組織公民行為，以51歲(含)以上、服務年資為21年(含)以上、擔任組長及學校規模為49班(含)以上之教師表現程度較高。 七、臺北市國民小學校長分布式領導、兼任行政教師情緒勞務與組織公民行為之知覺及各層面，彼此間具有正相關的關係。 八、臺北市國民小學兼任行政教師情緒勞務對教師組織公民行為整體及各層面具有預測作用，而校長分布式領導之層面「建構明確的績效責任」及「校長專業自信與謙遜」則對教師組織公民行為之「尊重學校體制」、「工作要求高標準」具有預測作用。 　　最後依據研究結果與結論，提出具體建議，以供教育行政機關、學校校長與兼任行政教師以及未來研究的參考。 關鍵字：分布式領導、教師情緒勞務、組織公民行為 / The study aims to investigate the current situation of the elementary school principal’s distributed leadership, administrations teacher’s emotional labor and organization citizenship behavior in Taipei City, and then analyze the administrative teachers in different background variables when they are conscious of the elementary school principal’s distributed leadership, administrations teacher’s emotional labor and organization citizenship behavior, and then explore the relationship among the three variables. In the end, the study through principal’s distributed leadership and administrative teachers’ emotional labor forecast the organization citizenship behavior. Questionnaire survey method is adopted in this study. The samples include 84 schools and 540 questionnaires were distributed. 451 questionnaires were returned. There were 414 valid questionnaires used in the statistic analysis and the usable rate is 91.8%. All data processing were analyzed by the methods of descriptive statistics, independent t-test, one-way ANOVA, Pearson correlation , Multiple regression. The conclusions are as follows： 1. Elementary school administrative teachers’ perception of principal’s distributed leadership is above average , in which the item “principals’ self-confidence and humility” was the highest, and “creating a timing of trust” was the lowest. 2. Elementary school administrative teachers’ perception of teachers’ emotional labor is above average, in which the item “sincere performances” was the highest, and “deep acting” was the lowest. 3. Elementary school administrative teachers’ perception of teachers’ organizational citizenship behavior is above average and then the “dedication to the work” was the highest, and “highly working standards” was the lowest. 4. There are significant differences in the elementary school teachers’ perception of principal’s distributed leadership in terms of sex, position, bachelor of science, scale of school, and age of school. 5. There are significant differences in the elementary school teachers’ perception of teachers’ emotional labor in terms of years of service, position and scale of school. 6. There are significant differences in the elementary school teachers’ perception of teachers’ organizational citizenship behavior in terms of age, years of service, position and the scale of school. 7. There is positive correlation among the principals’ distributed, administrations teacher’s emotional labor and organization citizenship behavior. 8. Administrations teacher’s emotional labor have a predictive effect on teachers’ organization citizenship behavior. Keywords: distributed leadership, teacher’s emotional labor, organization citizenship behavior

本研究旨在瞭解臺北市公立國中校長正向領導、教師情緒勞務與學校效能的現況，並比較不同背景變項之國中教師知覺校長正向領導、教師情緒勞務與學校效能的差異情形，最後探討國中校長正向領導、教師情緒勞務與學校效能之關係。 本研究採問卷調查法進行研究，以臺北市之公立國中正式教師為對象，共發出552份問卷，回收495份，有效問卷474份，回收有效率85.86％。調查所得資料以IBM SPSS Statistics 22.0版電腦統計套裝軟體進行描述性統計、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關以及多元逐步迴歸分析等統計方法進行分析。 本研究主要發現如下： 一、臺北市公立國中教師知覺校長正向領導為中高程度，以「善用正向溝通」之知覺程度最高，「賦予正向意義」之知覺程度最低。 二、臺北市公立國中教師知覺教師情緒勞務為中高程度，以「基本的情緒表達」之知覺程度最高，「情緒多樣性程度」之知覺程度最低。 三、臺北市公立國中教師知覺學校效能為中高程度，以「教師教學成效」之知覺程度最高，「學生學習表現」之知覺程度最低。 四、就臺北市公立國中教師知覺「校長正向領導」而言，「性別」、「年齡」、「現任職務」、「服務年資」、「校長性別」、「學校規模」與「學校歷史」皆為重要之影響因素，以男性、51歲以上、擔任主任或組長、服務年資21年以上、男性校長、學校規模24班以下與學校歷史31～50年之學校教師知覺程度較高。 五、就臺北市公立國中教師知覺「教師情緒勞務」而言，「學校規模」為重要之影響因素，以學校規模49班以上之學校教師知覺程度較高。 六、就臺北市公立國中教師知覺「學校效能」而言，「性別」、「現任職務」、「校長性別」與「學校歷史」皆為重要之影響因素，以男性、擔任主任或組長、男性校長與學校歷史50年以下之學校教師知覺程度較高。 七、校長正向領導、教師情緒勞務與學校效能呈現兩兩正相關情形。 八、校長正向領導、教師情緒勞務對學校效能具有預測作用，以校長正向領導之「賦予正向意義」構面的預測力最佳。 最後依據研究結果與結論，提出具體建議，以作為教育行政機關、國中校長、教師及未來研究之參考。 / The study aims to tap into the current situation of Taipei municipal junior high schools in terms of three aspects – principal positive leadership, teacher emotional labor, and school effectiveness. It also compares and analyzes junior high school teachers’ perceptions of the three aspects considering the teachers’ different background characteristics. Most importantly, the study explores the relationships among those three aspects of the schools. In order to conduct the study, a statistical survey was carried out, with a total of 552 questionnaires distributed to Taipei municipal junior high school teachers. In the end, 495 questionnaires were returned, but only 474 were valid responses – a response rate of 85.86%. The acquired data were later processed through IBM SPSS Statistics 22.0, for performing descriptive statistics, an independent samples t-test, a one-way analysis of variance, and carrying out Pearson product-moment correlation coefficient and multiple regression analysis. The results are as follows: 1.The degree to which Taipei municipal junior high school teachers perceive principal positive leadership styles is middle-high; among the different aspects of principal positive leadership, “engaging in positive communication” is the most perceived one while the aspect of “reinforcing positive meanings” is the least perceived. 2.The degree to which Taipei municipal junior high school teachers perceive their emotional labor is middle-high; among the different aspects of teacher emotional labor, “basic emotional expression” is the most perceived one while the aspect of “the amount of variety of emotions” is the least perceived. 3.The degree to which Taipei municipal junior high school teachers perceive school effectiveness is middle-high; among the different aspects of school effectiveness, “teachers’ teaching effectiveness” is the most perceived one while the aspect of “students’ learning achievement” is the least perceived. 4.Taipei municipal junior high school teachers’ perceptions of principal positive leadership can vary greatly with the teachers’ gender, age, current positions, seniority in school, the principals’ gender, school size, and school history. 5.Taipei municipal junior high school teachers’ perceptions of their emotional labor can vary greatly with school size. 6.Taipei municipal junior high school teachers’ perceptions of school effectiveness can vary greatly with the teachers’ gender, current positions, the principals’ gender, and school history. 7.Principal positive leadership, teacher emotional labor, and school effectiveness correlate positively with each other. 8.Principal positive leadership and teacher emotional labor can be used to predict school effectiveness; the strategy of principal positive leadership – “reinforcing positive meanings” – is the best predictor. Based on the above results, the study wraps up with concrete suggestions for institutions of educational administration, principals and teachers of junior high schools, as well as future research.

本研究旨在瞭解臺北市國民中學校長服務領導、教師情緒勞務與教師工作滿意度之關係。本研究採問卷調查法，共計抽樣47所學校，發出565份問卷，回收408份有效問卷，問卷可用率達72.2%。資料處理採用描述性統計分析、獨立樣本t檢定、單因子變異數分析(ANOVA)、Pearson積差相關及多元迴歸分析等統計方式進行統計分析。本研究分析結果分述如下： 一、臺北市國民中學校長服務領導為中高程度，以「楷模倡導」最高，「真誠感召」最低。 二、臺北市國民中學教師情緒勞務為中高程度，以「真情演出」最高，「深層演出」最低。 三、臺北市國民中學教師工作滿意度為中高程度，以「同僚關係」最高，「校長領導」最低。 四、不同「性別」、「職務」及「學校規模」之教師知覺校長服務領導之整體或分層面上有顯著差異。 五、不同「學校規模」之教師知覺情緒勞務之整體或分層面上有顯著差異。 六、不同「年齡」、「教育程度」、「服務年資」、「擔任職務」及「學校規模」之教師知覺教師工作滿意度之整體或分層面上有顯著差異。 七、臺北市國民中學校長服務領導、教師情緒勞務與教師工作滿意度呈現中度正相關。 八、臺北市國民中學校長服務領導、教師情緒勞務對教師工作滿意度具有預測作用。 / The purposes of this study was to investigate the relationships among the principals’ servant leadership, the emotional labor of teacher and the teachers’ job satisfaction in the junior high schools in Taipei City. The Questionnaire survey method was applied. The samples include 47 schools and 565 questionnaires were distributed. There were 408 valid questionnaires used finally in the statistic analysis and the usable rate was 72.2%. The data was analyzed by the methods of descriptive statistics, independent t-test, one-way ANOVA, Pearson correlation and multiple regression analysis. The conclusions of this study are as follows: 1.Junior high schools teacher’s perception of principals’ servant leadership is above average, in which the item “model behavior persuasiveness” was the highest, and the “honesty” was the lowest. 2.Junior high schools teacher’s perception of teacher’ emotional labor is above average, in which the item “genuine acting” was the highest, and the “deep acting” was the lowest. 3.Junior high schools teacher’s perception of teacher’ job satisfation is above average, in which the item “colleague relationship” was the highest, and the “principal leadership” was the lowest. 4.There are significant differences in the junior high schools teachers’ perception of principals’ servant leadership in terms of gender, duty and the scale of the schools. 5.There are significant differences in the junior high schools teachers’ perception of teachers’ emotional labor in terms of the scale of the schools. 6.There are significant differences in the junior high schools teachers’ perception of teachers’ job satisfaction in terms of age, education, length of service of school, duty and the scale of the schools. 7.There is a positive correlation among the principals’ servant leadership, teachers’ emotional labor, and teachers’ job satisfaction. 8.Principals’ servant leadership and teachers’ emotional labor have a predictive effect on teachers’ job satisfaction.

本研究旨在瞭解新北市國民中學校長正向領導、教師情緒勞務與教師組織承諾之現況，分析不同背景變項之教師對於校長正向領導、教師情緒勞務與教師組織承諾之知覺差異情形，並研究三者之間的關係，最後分析新北市國民中學校長正向領導與教師情緒勞務對教師組織承諾之預測力。 本研究採問卷調查法，共計抽樣37所國民中學，發出555份問卷，收回414份，回收率達75%，其中有效問卷共有371份，可用率達90%。問卷調查結果以描述性統計、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關及多元逐步迴歸分析等統計方法進行統計分析。 根據資料分析與討論的結果，本研究之研究結果如下： 一、新北市國民中學教師知覺校長正向領導、教師情緒勞務與教師組織承諾皆屬於中高程度。 二、新北市國民中學教師因其背景變項不同，對校長正向領導的知覺程度不同，以男性、41歲以上、服務年資21年以上、兼任主任以及學校規模61班以上之教師有較高的知覺程度。 三、新北市國民中學教師因其背景變項不同，對教師情緒勞務的知覺程度不同，以41歲至50歲、服務年資21年以上以及兼任主任教師有較高的知覺程度。 四、新北市國民中學教師因其背景變項不同，對教師組織承諾的知覺程度不同，以男性、41歲以上、碩、博士學歷、服務年資21年以上以及兼任主任之教師有較高的知覺程度。 五、新北市國民中學校長正向領導、教師情緒勞務與教師組織承諾整體及各分層面間具有正相關。 六、新北市國民中學校長正向領導與教師情緒勞務對教師組織承諾具有預測力，以賦予正向意義的預測力最佳。 本研究依據校長正向領導、教師情緒勞務與教師組織承諾之相關結論，提供教育行政機關、學校教育人員建議，以做為未來教育行政以及後續研究之參考。

The aim of this study was to investigate and analyze how counsellors in palliative care view their role as a counsellor and how they are affected by the emotional labor. The study is based on qualitative interviews with six counsellors that work in palliative care and a thematic analysis was used to analyze the interviews. The study is conducted in order to gain an understanding of how the counsellors view their professional role in the advanced healthcare at the home in palliative care as well as the impact the work has on the counsellors and what methods and support is available. Role theory and Hochschild's theory of emotional labor was used to analyze the result. The result shows that counsellors are secure in their role as a counsellor and that they find support in their colleagues and management. They handle their emotions by separating their personal selves from their professional selves. A big workload was among the things that was seen as a challenge. The things that the counsellors found giving with their work were satisfaction and excitement.

The purpose of this study was to analyse how emotions affect prison officers in their daily work. The study seeks to understand how prison officers manage their emotions in the social interactions with clients, and how exercise of authority affects their handling of emotions at work. Formulation of questions that has been answered is how prison officers handle their emotions at work, how they handle their emotions in the social interactions with clients and how they are affected by exercise of authority. Theories that have been applied to this study is Arlie Russell Hochschild and her theory about emotional labor, Michael Foucualt theory about power and Erving Goffman theory about dramaturgy. To answer the purpose of the study, a qualitative research has been used, and six prison officers have been interviewed. The conclusion of the study shows that prison officers handle their emotions through talking with colleagues and manager. It also shows that prison officers are positively affected by exercise of authority. They explained that these policies are made for prison officers and clients safety.

The aim of this study is to, from a profession’s perspective, inquire into emotions and emotional labor for social workers who work with women who are subjected to men’s violence in intimate relationships. Through this we have developed knowledge concerning the work conditions for social workers working with violence in intimate relationships. This study is based on interviews with six social workers in one municipality by a semi-structured method. By the material we got from interviewing we did an analysis of this together with previous studies and also by two theoretical frameworks; Emotional labor by Hochschild and Coping strategies by Lazarus and Folkman. The analysis proves that social workers who work with women who are subjected to men’s violence in intimate relationships get emotionally affected by the work and need to handle these different kinds of emotions with several strategies. The analysis also proves that emotional labor and using coping strategies is one of the social workers daily work tasks. Emotions, emotional labor, and coping strategies therefore influence the prerequisites as a whole within social work as a profession as these work assignments many times come as both invisible, non-qualifying and also, even at times, without paid salary.

Tidigare forskning visar att stödpersonal till brukare som har ett utmanande beteende har en komplex och ibland svår arbetssituation och yrkesroll. Stödpersonalen upplever känslor som rädsla, maktlöshet, sorgsenhet, ilska och tidlöshet i mötet med en brukare som har ett utmanande beteende. Utmanande beteende hos brukare har identifierats som en anledning till att stödpersonal blir utbränd. Stödpersonal kan tillskriva brukarna intentionen att de vill skada andra eller sig själv och att det är möjligt att kontrollera detta beteende. Utbildningsnivån hos stödpersonalen påverkar attityden till brukare som har ett utmanande beteende. Syftet med denna studie är att skapa en förståelse för hur stödpersonal upplever och ser på individer med ett utmanande beteende samt upplever sin arbetssituation. Med fokus på stödpersonalens känslor och yrkesroll. För att besvara syfte och frågeställningar har kvalitativ metod med semistrukturerad intervju används. Empirin har analyserats med tematiskanalys metod. Hochschilds teorier om emotionellt arbete, känsloregler och socialt utbyte har använts för att skapa förståelse. Resultatet tyder på att det troligtvis är svårt att uppnå ett djupagerande emotionellt arbete i de situationer där brukare har ett utmanande beteende och att en emotiv dissonans uppstår. Det fanns känsloregler på arbetsplatserna skapad av utbildning, kurser, diskussioner och handlingsplaner. Informanterna hade en god människosyn likt en humanistisk människosyn. Outbildad personal har ofta ett annat tankesätt. Denna kunskap, eller brist på kunskap, kan tänkas påverka stödpersonalens syn på och attityd till brukaren. Arbetssituationen beskrevs som jobbig, påfrestande, utmanande men även bra, kul, omväxlande och positiv. En del informanter ansåg att stödet de fick från chefer inte var tillräckligt. Det kan tänkas att det är lättare för chefer att ge stödpersonalen stöd i form av utbildningar, handlingsplaner, teammöten och uppföljningar än att ge stöd i emotionshantering. Ett bra stöd innehåller även ett stöd i emotionshantering, då det är en stor del av arbetet med brukare som har ett utmanande beteende. / Previous research shows that care staff for individuals who have challenging behavior have a complex and sometimes difficult work situation and professional role. Care staff experience feelings like fear, powerlessness, sadness, anger and timelessness in the encounter with an individual who has a challenging behavior. Challenging behavior by clients has been identified as a reason why the care staff burns out. Care staff can assign clients the intention that they want to hurt others or themselves and that it is possible to control this behavior. The education level of care staff affects the attitude towards clients who have a challenging behavior. The purpose of this study is to create an understanding of how care staff experience and see individuals with a challenging behavior and experience their work situation. Focusing on the care staff's emotions and professional role. To answer purpose and questions, qualitative method with semi structured interview has been used. Hochschild's theories about emotional labor, feeling rules and emotions as social exchanges have been used to create understanding. Empire has been analyzed with the thematic analysis method. The result suggests that it is probably difficult to achieve a deep acting emotional labor in those situations where clients have challenging behavior and that an emotive dissonance occurs. There are feeling rules in the workplace created by education, courses, discussions and action plans. The informants have a good view of human beings, similar to a humanistic view of humanity. Uneducated staff often have a different mindset. This knowledge, or lack of knowledge, may affect the support staff's views and attitude towards the client. The work situation is described as difficult, stressful, challenging but also good, fun, varied and positive. Some informants felt that the support they received from managers wasn’t enough. It might be that its easier for the managers to support care staff in the form of education, action plans, theme meetings and follow-up than support them in emotion management. A good support also includes support in emotion management, as it is a major part of the work with users who have a challenging behavior.

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