由於溝通技術的進步、工時與業務的增加，同事間更容易因為誤會以及壓力而對彼此做出不禮貌、侵犯以及粗暴行為。國外學者已證實禮節事件會增加員工流動率、浪費工時、甚至員工會因此降低其對組織的承諾。過去學者對於職場禮節的研究除了探討禮節事件對員工以及組織的影響之外，並沒有討論不同產業特性的公司與禮節事件是否有差異。本研究除了依循外國學者的腳步，試圖找出最常發生的禮節事件以及對個人與組織的影響之外，更進一步地針對產業與禮節事件之間的關係作研究。本研究發放並回收開放式問卷共56份，受訪者為具有半年以上工作經驗的工作者，透過資料的整理與分類，我們提出幾項研究結果與建議：
一、台灣最常見的禮節事件前四名：
（一）高傲或貶抑的言論（自大、散佈謠言、指責他人）。
（二）噪音（電話、音樂、聊天）。
（三）抽煙。
（四）與他人互動時不專心。
二、產業別與禮節事件的發生機率有關，但產業別與禮節事件的發生次 數無關。
三、根據受訪者表示，禮節事件除了會造成同事間的嫌隙之外，也有助於事件的釐清，甚至有受訪者認為禮節事件的發生能夠替死氣沈沈的組織帶來些許活力。
四、為了減少並杜絕禮節事件的發生，我們可以從教育訓練、改善工作環境、以及選才方面來著手。

Following the rapid improvement of technology and the increase of labor hour and workload, the stress and mistake are more and more prevalent in the workplace. As a result, the incivil, aggressive, and violent behaviors become critical factors in inducing high turnover rate and wasting work-hour. According to existing literatures, we found that past researches focused on the aspects, such as the effects to employees and the whole organization. However, the connection between manners and industries was unknown. Therefore, one of our objectives is to find the employees, in a certain industry, are more likely to behave in bad manners. The findings are shown in the following content.
1.The most common bad manners in Taiwanese workplace.
(1)Arrogance, rumor, and denounce.
(2)Noise.
(3)Smoking.
(4)Distraction.
2.The category of industry and the probability of causing bad manners are not independent. Using chi-test, we found, however, that the category of industry and the average number of bad manners are independent.
3.According to the participants, we found that conflicts not only erode the relations among colleagues, but also help to define the source of the torment. In a case, the participant believes that conflicts are able to increase the organization’s energy.
4.To prevent those bad manners in our workplace, training, selection, and improving the quality of physical and non-physical environments are the first things we can do.

摘要 IV
第一章 導論 IV
第一節 研究背景 2
第二節 研究目的與理論及實際應用的價值 3
第二章 文獻回顧與問題 5
第一節 名詞定義 5
第二節 一般常見的職場禮節事件 10
第三節 引發禮節事件的因素 12
第四節 禮節事件的特性 17
第三章 研究方法 22
第一節 前測之結果與樣本 22
第二節 正式研究之方式與樣本 25
第四章 研究結果 27
第一節 整體禮節事件過程的描述 27
第二節 台灣常見的職場禮節事件 32
第三節 職場禮節事件的分類 37
第四節 職場禮節在產業間的概況 46
第五節 組織處理職場禮節事件的方法 50
第五章 結論與建議 56
第一節 結論 56
第二節 實務建議 58
第三節 研究限制 73
第四節 未來研究方向 75
參考文獻 76
附錄一：G公司員工手冊 81
附錄二：M公司員工手冊 84
附錄三：論文問卷 89

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