運用心理技能訓練強化業務員因應全臺三級警戒困境之研究_以某多層次傳銷公司為例

Abstract

近年來，多層次傳銷產業的營業額呈攀升的趨勢，可見多層次傳銷產業在國人購買習慣及產業的重要性。然而，全台三級警戒對於依賴人與人互動的傳銷產業帶來前所未有的衝擊，使業務人員無論在工作抑或是生活上都面臨許多挑戰，如何培養優秀的心理技能以因應各種壓力便成為重要的課題。因此本研究目的旨在探討心理技能訓練如何強化傳銷商的心理技能以因應全台三級警戒。本研究共訪問4位經過四堂心理技能訓練的傳銷商，以半結構式深度訪談的方式進行資料蒐集。本研究結果發現全台三級警戒對於傳銷商最主要的影響為「與客戶互動減少」，其次為「生活和經濟壓力增加」及「和家人摩擦變多」。而面對這些挑戰業務員經常會使用「克服困難」、「信心/效能感」和「提升動機」等心理技能，使得工作層面及家庭層面都能獲得很大的幫助。本研究提供傳銷產業、各級企業及一般民眾不管是面對疫情嚴峻的時代或是各種不可預期的危機時，可著手進行心理技能訓練，藉此強化員工或民眾的正面心理狀態應因疫情時代和生活中的不確定性。

In recent years, revenue from multilevel marketing (MLM) has been increased. However, the COVID-19 epidemic has had a tremendous impact on industries worldwide, including MLM of course. Accordingly, to have a powerful psychological skill to cope with various pressure because of COVID-19 is essential. Therefore, the purpose of this study was to investigate how psychological skill training (PST) strengthens salesperson’s psychological skill in order to face the challenge due to COVID-19. In this study, the semi-structured in-depth interview method is used, 4 salespersons who completed four PST lessons were interviewed. The result of this study showed that the impacts of COVID-19 on salesperson are “less interaction with client”, “more life and economic pressure” and “more conflict with family”. When facing these challenges, salesperson usually use psychological skills to increase motivation and self-efficacy, which resulted in not only improved relationship within family members but also working conditions. This study suggests that the PST could increase people’s psychological resources for facing and handling the challenges from COVID-19.