| Summary: | 博士 === 國立高雄師範大學 === 工業科技教育學系 === 103 === Abstract
In accordance with the requirements of democratization, civil servants shall learn how to harmonize their sentiments and adjust their emotional behavior at work while facing various challenges; however, due to some provoking responses from the public, governmental representatives or factors of resource allocation, role, law and system, some of them cannot control their negative feelings and their psychological reaction or physiological reaction, which might cause disputes and conflicts. Consequently, their emotional response influences service quality. If they know how to effectively release pressure from work, their service quality and work efficiency can be elevated.
This study’s conclusions are divided into four parts. 1. Three sentiment-related steps occur depending on the degree of provocation: low irritation (feeling); middle irritation (change) and high irritation (action) and it differs according to individual background and emotional intelligence. 2. There is a correlation between emotional intelligence and positive/negative response. 3. Emotional behavior varies according to gender, age, educational level, rank, position, seniority and emotional intelligence. 4. Emotional intelligence alters according to gender, age, educational level, rank, position and seniority. The following proposals can be referred to for balancing sentiments: 1. Try to hold positive feelings and improve relationships with other people; 2. understand why negative sentiments are caused and release tension by expressing empathy; 3. find adequate methods to ameliorate your work burden; 4. apply sentiment-related treatment to enhance work efficiency.
Keywords:Vocational sentiments, emotional behavior, emotional intelligence
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