智能障礙者從事餐飲業之工作適應探討

Abstract

本研究以從事餐飲業之智能障礙者作為探討對象，以瞭解其就業之工作適應情況，除了探究其障礙者適應狀況、工作與社會技能之展現、溝通技巧之表現，甚至人際相處之困境等相關因素，透過了解智能障礙者從事餐飲產業之困境與外部支持情形，為身心障礙者找出有利就業之相關因素，則更有其正面積極的教育意義。本研究設計採用深度訪談法與非參與觀察法，研究對象除了從事餐飲產業之智能障礙工作者之外，並蒐集其就業服務員與職場店長的訪談資料，並於非參與觀察時撰寫研究日誌，增加資料的正確性與豐富性。 研究結果發現，本研究之受訪者皆具基本工作能力且熟悉工作流程、體力表現良好、接受糾正與服從指令、應變能力受肯定、觀察顧客需求與維護顧客權益。工作能力要求表現部份，除了工作能力表現純熟，還有工作態度認真負責、從事餐飲業所需之體力，具備交通能力與以客為尊的精神。增強物系統則以物理工作環境滿意度與非物理工作環境滿意度兩方面探討，困境方面則是有自我情緒管理問題、缺乏自信、變通性不足與工作能力略顯不足，而工作能力略顯不足中包含了三方面，分別是工作速度、衡量自我能力、缺乏時間概念，導致影響在餐飲產業的智能障礙工作者其工作效率與職場安全問題，但經由外部支持仍使其能夠適應餐飲業職場文化，進而發揮其工作潛能。最後，本研究根據研究結果對未來研究與實務提出建議，給予相關機構輔導有意願從事餐飲產業之智能障礙者就業方向參考。The purposes of this study are to investigate the work performance, work adjustment, social skills, communication skills, and dilemma of intellectual disabilities in hospitality industry. In addition, present research found some difficulties and external supports while intellectual disabilities work in hospitality industry. The present study utilized in-depth interviews and non-participant observation as the research methodology. The sample of present study is twofold both from the intellectual disability, colleague and their supervisor. On the other hand, to check the accuracy and the validity present study also wrote down the diary while doing the non-participant observation. The results of present research found some interesting phenomenon. First of all, we found that the intellectual disabilities have basic level of understanding in work knowledge, familiarity while dealing with customer expectation, maintaining the customer satisfaction, try to accept any suggestion, and willing to obey with the working rules. Secondly, they had a high work performance, responsible with their work, be able to afford any difficulties that happened in the working place, and had the enthusiasm for serving the customer. Beside some positive behavior that discussed above, there are some difficulties was found, includes self-mood management question, lack of self-confidence, insufficient, can't afford all the work load. Also, they had problem with work speed, weighs of self-ability, time management, those problem will influence the work efficiency and security problem in the workplace. But, through the internal and external support it will motivate the intellectual disability that work in hospitality industry to increase their potential. Finally, based on the results of this research, present study intend to give some specific suggestions to future research direction. Also, this study can be the reference for future research which related with this issue.