近年，工作間衝突及暴力事件時有所聞，並越來越受到社會人士的關注。即使過往被認為安全的行業，如文員、秘書、教師及社會服務等，現今都面臨工作間的衝突，甚至暴力的威脅。事實上，工作間的衝突事件不但會打擊員工的士氣及工作滿足感，還會令員工在工作時缺乏安全感，擔憂身體受到傷害，以致精神壓力增加。有見及此，本期通訊將慨述發生辦公室衝突的因素，如何管理衝突事故，包括處理方法及預防策略，希望協助僱主及僱員提高警覺性及減低發生衝突事件的機會。

引言

In recent years, there have been incidents of conflict and violence at the workplace from time to time. With the extensive report of such cases by the media, the society has become increasingly concerned about the situation. Occupations regarded as safe ones in the past, such as clerk, secretary, teacher and social service worker, are also exposed to workplace conflicts and threats of violence nowadays. In fact, workplace conflicts are devastating not only to employee morale and job satisfaction, but also to their sense of security at work. Mental stress would build up for employees who have to worry about getting hurt in the offi ce. For this reason, this bulletin is going to provide an over view of the factors leading to workplace confl icts and teach you how to manage them, including the handling and prevention strategies, so that both employers and employees can be more aware of the issue and help reduce the chance of confl icts.

Introduction

有人工作的地方，有機會與其他人接觸及交流，就容易產生磨擦而發生衝突。不要以為在辦公室工作，必定無風無浪，沒有衝突事故。但其實具有以下行業特徵之工作會較容易成為工作間衝突及暴力的受害者：

At a workplace, disputes and conflicts may arise easily as people have to contact and communicate

with others. It is wrong to assume that there is no risk of conflict for office works. Indeed, people

having a job with the following characteristics are prone to be victims of conflicts and violence at

the workplace:

‧ 需要經常面對顧客‧ 需要處理金錢‧ 無固定工作地點‧ 工作間照明不足‧ 於犯罪黑點工作‧ 需於夜間深宵當值‧ 需負責監管或執法工作‧ 需要外勤工作‧ 進出工作間之控制不多‧ 工作地點在戶外或較偏僻‧ 有時候需要單獨工作‧ 工作間內的情況難以給別人看到‧ 難以用迅速的方法找到保安員‧ 接觸有精神病╱暴力傾向的服務對象‧ 需要審批特別優惠或福利津貼之申請‧ 工作間容易接觸到可用作武器之工具

‧ Deal with customers frequently

‧ Need to handle money

‧ No fi xed work location

‧ Insuffi cient lighting at the workplace

‧ Work at crime blackspots

‧ Responsible for late night duties

‧ Work in supervision role or in law enforcement

‧ Outdoor works required

‧ Little access control to the workplace

‧ Outdoor or remote work location

‧ Work alone occasionally

‧ Situation inside the workplace cannot be seen from the outside

‧ Hard to seek help from security guards promptly

‧ Have service targets with mental illness/disposition to violence

‧ Assess applications of special offer or welfare and benefi ts

‧ Tools could be used as weapons are accessible at the workplace

辦公室一旦發生衝突或暴力事故，前線員工是最先面對及處理問題的關鍵人物。因此，前線員工在危機控制上，擔當十分重要的角色，包括如何識別事故前的警號包括沮喪、憤怒的人士，避免衝突情況出現，及緩和情況以免激化成挑釁行為，甚至演變成暴力事故。當中涉及人際處理技巧、緩和及化解事件的策略等。而這些處理衝突或暴力事故的技巧及策略，亦應包括在有關工作間暴力事故的訓練中，使員工懂得如何化解危機，及發生衝突暴力事件當刻，能作出適當之反應，務求令傷害減至最低。

When conflict or violence incident breaks out in the office, frontline staff are crucial as they are the

fi rst to face and deal with the situation. Therefore, frontline staff play an important role in crisis control,

including identifying early signs of incident such as the involvement of frustrated and furious people,

preventing confl icts and alleviating the situation so that it will not escalate into aggression and worse,

violence. This involves the use of interpersonal skills and strategies for de-escalating or solving the

problems. These skills and strategies for dealing with confl icts and violence should be included in work-

place violence training programme so that employees can learn how to resolve the crisis. When confl ict

and violence incident occurs, they can respond promptly and properly to minimise the harm.

處理辦公室的衝突或暴力Dealing with confl icts or violence in offi ce workplace

辦公室工作間常見的衝突事故，往住是源於客戶抱怨機構所提供的服務或員工的表現，尤其是大型機構及需要接觸較多的顧客，這些抱怨雖然不能說是暴力行為，但若得不到妥善之處理，可能會釀成衝突，甚至導致成暴力行為。

在面對顧客的抱怨或投訴時，員工必須先了解他們抱怨背後之需要和目的。抱怨可反映兩方面之需要：（一）是心理及情緒上的需要，（二）是解決問題的需要。回應他們的需要時，應給予尊重及表示體恤，可參考下表的處理方法：

The confl icts that arise in the offi ce workplaces usually originate from customers complaining about

the service or staff performance of an organisation, particularly large ones and those having frequent

contact with customers. Although such complaints could not be accounted as violent acts, they could

be developed into confl icts or even violence if they are not dealt with properly.

When dealing with a grumbling or complaining customer, the staff should get to understand their need

and purpose behind their complaints. Grumbling reflects two different needs: (1) psychological and

emotional need, (2) need for a solution. In responding to their needs, respect and understanding should

be shown. Below are some measures for your reference:

處理衝突Dealing with confl icts

www.oshc.org.hk

辦公室衝突多從言語對話爭執引起，若對方的情緒正處於挫敗、生氣，挑釁甚至具侵略性的階段，我們所說的內容，對方可能不會聽入耳，因此，我們要以語言加上非語言溝通技巧去減低對方的攻擊性及怒意，達到緩和激化的目的。

Office conflicts mostly arise from conversations and verbal conflicts. If a person is feeling frustrated,

angry, in the provocative or even aggressive stage, he/she may not listen to what we say. Hence, we

must lower his aggressiveness and anger and de-escalate the situation by verbal and non-verbal

communication skills.

‧ 語氣：說話保持冷靜及親切的語調，切勿說話冷漠、不理睬或傲慢作回應。

‧ 身體語言及姿勢：展示一種無惡意的身體語言及姿勢，如挺直站立，雙手放在前方讓對方看見，向對方表示無惡意及無侵犯性，及雙腳可稍為分開（左右及前後），讓雙腿形成楔形。採用這種姿勢，萬一受到襲擊，雙手可以作出第一時間的防衛，以及能穩固地站立，避免被對方推倒地上，使自己處於不利位置。

‧ 地點：選定一個不會給對方攔截到的位置如近出路門口，好使自己隨時能逃走。

‧ 態度：展示正面及給予幫助的態度。‧ 表現：保持適當眼神接觸，留心聆聽，對對方所講的說話表現有興趣。

‧ 距離：保持適當的身體距離，避免進入對方個人空間（約半米距離）及避免襲擊。

‧ 位置：保持一個輕鬆的姿勢，例如與當事人對角站立。

緩和激化De-escalation

心理及情緒上的需要Psychological and emotional need

解決問題的需要Need for a solution

向他道歉Apologise

向他陳述進度Tell him/her the progress

向他表示關心Show your concern

有職員負責跟進Deploy a dedicated staff to follow up

相信他的說話Believe in him/her

為他提供解決方案Provide solutions

明白他的處境Understand his/her situation

為他解釋有關跟進行動Explain the relevant follow-up actions to him/her

為他留住面子Save his/her reputation

向他說明需要花多少時間處理Tell him/her the time needed to deal with his/her situation

表示明白他的需要Show your understanding of his/her need

彈性處理他的情況Deal with his/her situation fl exibly

相關職安健訓練課程 OSH Training Course職安局訓練中心定期舉辦有關衝突管理的課程，以下列出有關課程資料。如欲報讀課程或索取更多有關職安健課程資料，請致電2311 3322或3106 2000與本局訓練中心聯絡。OSHC organizes regular training course on Confl ict Management and the details are as follows. For further

information, please contact our OSH Training Centre at 2311 3322 or 3106 2000.

衝突管理 Confl ict Management (CFMGT)

課程內容 Highlights:

1. 事故的趨勢及分析 Trend of conflict cases analysis2. 工作間衝突及暴力的成因 Causes of workplace conflicts and violence3. 預防工作間暴力的整體策略 Strategies in preventing of workplace violence4. 風險評估 Risk assessment5. 處理危機情況的策略和技巧 Strategies and techniques in dealing crisis6. 個案分析 Case studies

‧ Tone: Speak in a calm and nice tone. Do not speak coldly, ignore him/her or respond arrogantly.

‧ Body language and posture: Use non-aggressive body language and posture. For example, stand

straight and put your hands in the front where he/she can see, so as to show that you are without

malice and non-aggressive. You may also slightly separate you legs (left/right and front/back) to

form a wedge shape. In this posture, you can spare your hands for self-defence immediately while

standing firmly to avoid being pushed over and putting yourself in an adverse position in case

you are attacked.

‧ Location: Pick a spot which could not be blocked by him/her, such as the door near the exit, to allow

escape anytime.

‧ Attitude: Show a positive and helpful attitude.

‧ Expression: Keep appropriate eye contact and listen carefully. Show interest in his/her words.

‧ Distance: Maintain suitable distance. Avoid entering his personal space (around half a metre) and

being attacked.

‧ Position: Stay in a relaxed position, such as standing diagonal to the subject.

辦公室的衝突及暴力事故不但使到員工及管理層十分困擾，往往對員工做成身體的傷害及影響到機構的聲譽和士氣。一般員工和管理層都會感到很難應付及處理。工作間暴力給人的感覺像是洪水猛獸，一般員工都會感到很難應付。但其實如果機構能及早制訂一套預防策略，及為員工提供足夠應付暴力事件的訓練及演習，事件便不難處理。

Apart from annoying the staff and the management, offi ce confl icts and violence may result in physical

harm to the staff and affect the reputation and morale of the organisation. Both the general staff and

the management fi nd it diffi cult to handle and deal with. General staff hang back in fear when facing

workplace violence. In fact, violence incident is not diffi cult to tackle if an organisation is well prepared

for it by formulating appropriate preventive measures, providing sufficient training to staff and

arranging workplace violence drills.

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1 以下哪類行業特徵之工作較容易引發工作間衝突？ Which of the following industries are prone to workplace confl icts?

A. 需要經常面對顧客及處理金錢 Need to deal with customers frequently and handle money B. 需接觸有精神病╱暴力傾向的服務對象 Have service targets with mental illness/disposition to violence C. 以上全部皆是 All of the above

2 處理衝突情況時，應用甚麼語氣作回應？ When dealing with confl icts, what tone should you adopt to give response?

A. 冷靜及親切的語調 A calm and nice tone

B. 冷漠的語調 A cold tone

C. 對抗的語調 A resisting tone

3 應用甚麼態度處理衝突情況，以達到緩和激化的目的？ What attitude should you adopt when dealing with confl icts in order to

de-escalate the situation?

A. 逃避的態度 An evasive attitude

B. 展示正面及給予幫助的態度 A positive and helpful attitude

C. 堅持規則的態度 A by-the-book attitude