摘 要
本研究之主要目的，在於了解我國教育行政機關組織衝突的情形，及分析教育行政機關實施組織衝突管理的策略、成效與困難，並依據研究結果，提出改進教育行政機關組織衝突管理之建議。

為達成上述目的，本研究先從相關文獻的分析，探討組織衝突與衝突管理的理論基礎，並參考其他相關研究的成果，據以編製「教育行政機關組織衝突管理調查問卷」，以針對我國現行教育行政機關之正式人員進行調查研究，調查研究之結論如下：
一、我國教育行政機關發生組織衝突的頻率並不算高，其中較常發生的衝突類型為平行職能間的衝突。
二、教育行政機關發生組織衝突的主因為工作權責不清、任務相互依賴但配合不佳。
三、我國教育行政機關組織衝突管理多著重於衝突控制層面，較忽略衝突激發層面。
四、教育行政人員很少藉助第三團體來協助處理衝突，而必要時的選擇也是以同組織內的長官與同事為主。
五、教育行政機關組織衝突管理的原則以理性、雙贏與互信最為重要。
六、我國教育行政機關組織衝突管理策略的使用情形與使用效果具有高度正相關。
七、目前我國教育行政機關組織衝突管理的情形不是很令人滿意，仍可再加強。
八、目前我國教育行政機關組織衝突管理的主要困難為工作負荷太大、缺乏知能及主管慣用職權。
九、不同層級的教育行政機關在組織衝突管理的實施上並無顯著差異。
十、教育行政機關中不同背景者組織衝突管理的差異基本上並不大，只有主管人員與非主管人員之間較有顯著差異，尤其主管人員多有衝突管理的自覺，但非主管人員對本身也需衝突管理的認知有待加強。

依據上述研究結果，研究者對我國教育行政機關的組織衝突管理提出以下建議：
壹、對教育行政機關的建議
一、教育行政機關應將工作權責劃分清楚，以避免不必要的衝突。
二、教育行政機關在劃分工作職掌時，也應將衝突管理的負荷量考量進去，讓組織成員有較充分的時間得以實施衝突管理。
三、教育行政機關應更徹底地執行組織衝突管理，尤應重視衝突激發的使用。
四、教育行政機關應系統規劃組織衝突管理的實施程序，使組織成員能依循辦理。
五、教育行政機關應形塑理性開放的組織文化與氣氛，以利建設性衝突管理的進行，並以此影響組織成員的態度，導正組織成員對衝突負面的想法。
貳、對教育行政人員的建議
一、教育行政機關主管人員應多加強衝突管理策略的正確使用，避免都以職權決定一切，並應多爭取部屬的配合，以增進衝突管理的效果。
二、教育行政機關非主管人員應多充實衝突管理知能，並體認組織衝突管理人人有責。
三、教育行政機關人員應多加強情緒管理的能力，以能理性地面對衝突，管理衝突。

關鍵字：組織衝突、衝突管理、教育行政機關

A Study on the Organizational Conflict Management
of the Educational Authorities in Taiwan

Abstract

This study aims at exploring the organizational conflict and conflict management, including its strategies, effectiveness and problems in educational authorities in Taiwan. For achieving the above purposes, literature review and self-made questionnaires are used to formulate the structure of this dissertation and collect empirical data.
The findings, inter alia, are as follows:
1. The organizational conflict in the educational authorities mainly arises from unclear work division.
2. The organizational conflict management in educational authorities in Taiwan is not good and there still is much room to be improved.
3. The poverty of improving the organizational conflict management in educational authorities in Taiwan , among other things, includes too heavy work loads, lack of intellect of wrestling with problems, and authoritarian style of leadership.
4. The guidelines to solve the organizational conflict problems should be based on rationality, reciprocity and mutual trust.
Based on the findings, the author states several suggestions for the educational authorities to solve the organizational conflict problems.

Key words: organizational conflict, conflict management,
educational authorities

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