論「悲智雙運」的兩難
—「正念」及「道德疏離」對文官「同情疲勞」的影響
吳宗憲
公共行政的實務及理論界，咸認為政府之善治須仰賴一群具有高度同理心的文官。但卻忽略了，具高度「同理心」之文官，在上級命令與同理服務對象的雙重壓力下，會發生「同情疲勞」的困境。爰此，本研究一方面由歷史面探討，公共行政學領域忽視此一主題的原因，另方面則從實務面調查，政府文官的「同情疲勞」實際上產生的組織困境。
在歷史面上，本研究發現，雖然已經有少數學者不滿公共行政忽視「情緒」議題的空白，而展開「情緒勞務」的研究，但若能更細緻就「情緒勞務」中的個別情緒進行研究，將能夠有更豐富的收穫，而同情疲勞就是其中一個重要的議題。
再實務面調查方面，經由我國動物保護行政人員的普查，本文發現：平均而言，行政人員的同情疲勞並不嚴重，但卻存在特殊的嚴重案例，這先個別員工可以由性別、年資以及業務性質標示出來。此外，同情疲勞雖會增加員工離職意願，並負面影響其心理健康，但卻不影響渠等工作努力意願。最後，雖然正念與道德疏離都是因應困境所產生的心理因應策略，但保持心理距離，自我合理化的「道德疏離」策略，對於工作、個人及組織都會產生莫大的傷害，而「正念」策略卻可以產生有效的矯正效果。
關鍵詞：同情疲勞、道德疏離、正念、動物保護、情緒勞務
A Study of the Impact of Mindfulness and Moral Disengagement Adaptation Strategy on the Compassion Fatigue Phenomena of Civil Servants
Chung-Hsien Wu
Both researchers and practitioners of public administration believe that “good governance” relies on compassionate officials. However, they overlook the fact that “compassion fatigue” often occurs when the officials face the dual pressure of superior orders and empathy towards service receivers, which will inevitably affect their service. By combining the studies of public administration and psychology, this paper analyzes the compassion fatigue of civil servants, and establishes the relationship of variables and the hypotheses of this paper.
Adopting a full-scale investigation on animal protection administrators in Taiwan, this paper discovers that, firstly, the average level of compassion fatigue of the officials is not high. However, there are a few severe cases need attention. They can be identified by gender, seniority, age and job nature. Secondly, it should be noticed that compassion fatigue may affects their mental health and increases the turnover rate, it has little influence on their work intention. Finally, “mindfulness” and “moral disengagement” are “coping strategies” developed in animal protection work place. Although mindfulness generates more positive impact on individuals and on organization than moral disengagement strategy, animal protection administrators tend to adopt the latter. As a result, the encouragement of adopting mindfulness to cope with compassion fatigue will be a priority for authorities.