全球化的來臨帶來企業新契機，使得競爭變得激烈。為了確保企業在激烈的競爭中脫穎而出，如何將多元的資源做有效運用，及建立企業自身競爭能力，是個重要課題。「人」在企業中已成為越來越重要的資源，工作倦怠是員工較常會產生的狀況，原因有很多，較常出現為工作壓力，而這些感受的發生將會影響員工工作上的表現，進而影響企業。使用教練技巧可減緩這種狀況，並使企業與員工達到雙贏。
本研究以企業中被教導的員工為研究對象，探討工作壓力（工作量、工作支持、人際互動、專業能力）和教練技巧（開放溝通、團隊方法、注重需求、接受模糊）對員工產生工作倦怠之影響性，並以教練技巧為干擾變項，研究開放溝通、團隊方法、注重個人需求、接受模糊地帶對工作壓力與工作倦怠關聯性之影響。
本研究採取量性研究，使用便利抽樣。由於樣本不易取得，因此由研究者詢問周遭親朋好友後，以滾雪球方式，委託朋友中所任職的公司有採取教練系統者代為發放，共收回有效樣本數為200份。經皮爾森相關分析及多元迴歸分析後，研究結果顯示不足的工作支持、不良人際關係、不足的專業能力對工作壓力有正向顯著影響。除此之外，開放的溝通對於不足的工作支持與工作倦怠間有顯著干擾效果；開放的溝通對於不良人際關係與工作倦怠間有顯著干擾效果；注重個人需求對於不良人際關係與工作倦怠間有顯著干擾效果；接受工作環境的灰色地帶對於不良人際關係與工作倦怠間有顯著干擾效果。
工作壓力與工作倦怠間正向關係顯著，顯示工作壓力是造成工作倦怠的重要因素之一。調節部份，雖只有少部分效果顯著，但仍可發現一些對於員工調節工作壓力與工作倦怠間有效果的構面，企業可根據幾項對員工較有助益的構面進行改善，像開放溝通的部份，在企業內使溝通管道暢通，讓員工不會感到無處申訴或無處幫助，可使員工的壓力及倦怠感不那麼的深刻，對於企業來說也具益處。

The coming of globalization brought new opportunities for business. It made the competitions more intense. To ensure that business can stand out in the keen competition, how to use various resources effectively and build the core competitive competence are considerations for strategy. “People” became more important in today’s business world. Burnout was common for employees. The factors of burnout were a lot, but job stress was one of the most common factors. When employees felt burnout derived from stress, it would influence their performance at work. Coaching skills could reduce this kind of situation and allow company and employee to reach win-win situation.
This study investigated the relationship between job stress and coaching skills with job burnout. And, the coaching skills were the interference variables between the job stress and job burnout. This research adopted quantitative method and a convenience sampling. Questionnaires were sent to those employees who were coached in companies and their coach had to go to related coach class. Two hundred valid questionnaires were used in the study. From Person correlation and regression analysis, the result proved that work support, interpersonal relationship and professional capability were significant and positive effects on job burnout. Open communication moderated relationship between work support and job burnout, it also moderated relationship between interpersonal relationship and job burnout; value people and accept ambiguity moderated relationship between interpersonal relationship and job burnout.
Lastly, in spite the fact that only a few coaching skills had moderator effects; the study findings still provided recommendations to management. Open communication was one of the coaching skills that had moderator effects; companies could consult with professionals to make good use of coaching systems.

Chapter 1 Introduction....................................1
1.1 Background............................................1
1.2 Research Purpose......................................3
1.3 Research Question.....................................4
1.4 Research Procedure....................................4
Chapter 2 Literature Review...............................6
2.1 Job Stress............................................6
2.1.1 The Definition of Job Stress........................6
2.1.2 The Source of Job Stress...........................10
2.1.3 Theories of Job Stress.............................12
2.2 Job Burnout..........................................14
2.2.1 The Definition of Job Burnout......................14
2.2.2 The Factors of Job Burnout.........................17
2.2.3 Theories of Job Burnout............................19
2.3 The Relationship between Job Stress and Job Burnout..22
2.4 Coaching Skills......................................23
2.4.1 What is Coach and Coaching Skills?.................24
2.4.2 Difference from Mentoring and Consulting...........28
2.5 The Moderator Effects of Coaching Skills.............29
Chapter 3 Methodology....................................31
3.1 Research Framework and Research Hypothesis...........31
3.1.1 Research Framework.................................31
3.1.2 Research Hypothesis................................32
3.2 Operational Definition and Measurement...............33
3.3 Pilot Test...........................................36
3.4 Sampling Scope and Objects...........................37
3.5 Data Analysis and Statistics Analysis Methods........38
Chapter 4 Findings.......................................39
4.1 Reliability Analysis.................................39
4.2 Descriptive Statistics Analysis......................41
4.2.1 The Data of Demographic Statistics.................41
4.2.2 Descriptive Statistics Analysis of Each Research
Variables..........................................43
4.2.3 The Variables of Demographic Statistics and Job
Burnout............................................44
4.3 Correlation Analysis.................................47
4.3.1 The factors of Job Stress..........................47
4.3.2 Between Job Stress and Job Burnout.................48
4.4 Regression Analysis..................................50
4.4.1 The Moderator Effects of Coaching Skills to Job
Burnout............................................53
Chapter 5 Conclusions and Recommendations................63
5.1 Results of Research..................................63
5.2 Discussion of Results................................65
5.2.1 Discussions of Research Hypotheses Supported.......66
5.2.2 Discussions of Research Hypotheses Not Supported...68
5.3 Managerial Implications..............................70
5.4 Limitations of Research..............................72
5.5 Recommendations for Future Research..................72
References...............................................74
Appendix.................................................80

Blasé, J. J. (1982). A social-psychological grounded
theory of teacher stress and burnout. Educational
Administration Quarterly, 18(4), 93-113
Burke, R. J., & Richardsen, A. M. (2001). Psychological
burnout in organization: Research and intervention. In
R. T. Golembiewski (ed.), Handbook of organizational
behavior (pp.327-363). New York: Marcel Dekker.
Beehr, T. A., & Newman, J. E. (1978). Job stress, employee
health, and organizational effectiveness: A facet
analysis, model, and literature review. Personnel
Psychology, 31, 665-699.
Cordes, C., & Dougherty, T. W. (1993). A review and an
integration of research on job burnout. Academy of
Management Review, 18, 621-656.
Caplan, R.D. (1975). Job demands and works health. NOSH
Research Report, Cincinnati.
Chen, L. F. (2003). The Study of the relationship between
job stress and job burnout in the Proctors of junior
high school. National Kaohsiung Normal University.
Deegan, A. X. (1979). Coaching: A management skill for
improving individual performance. Reading, MA: Addison-
Wesley.
Evered, R.bD., & Selman, J. C. (1989). Coaching and the
Art of Management. Organizational Dynamics, 18(2), 16-32.
Edelwich, J., & Brodsky, A. (1980). Burnout: Stage of
disillusionment in the helping professions. New York:
Human Sciences Press.
Farber, B. A., & Miller, J. (1981). Teacher burnout: A
psycho-educational perspective. Teachers College Record,
83(2), 235-243.
Freudenberger, H. J. (1974). Staff burnout. Journal of
Social Issues, 30(1), 159-165
Fried, V. H., Bruton, G. D.,& Kern, D. (2006). The
Entrepreneurial CEO as “Coach/Player“. Journal of
Private Equity, 9(3), p35-41.
French, J. R. P., Rodgers, W. L., & Cobb, S. (1974).
Adjustment as person-environment fit. In B. V. Coelho,
D. A. Hamburg, & Adams, J. E. (Eds), Coping and
Adaptation. New York: Basic Books.
Fender, L. K. (1989). Athletic Burnout: Potential for
Research and Intervention Strategies. The Sport
Psychologist, 3, 63-71.
Gaines, J., & Jermier, J. M. (1983) Emotional Exhaustion
in a High Stress Organization. Academy of Management
Journal, 26(4), 567-586.
Gmelch, W. H. (1988). Research perspectives on
administrative stress: cause, reactions, responses and
consequences. The Journal of Educational Administration,
26(2), 134-140
Gray, D. E. (2006). Executive Coaching: Towards a Dynamic
Affiance of Psychotherapy and Transformative Learning
Processes. Management Learning, 37(4) p475-497.
Golembiewski, R. T., & Munzenrider, R. F. (1988). Phases
of Burnout: Developments in Concepts and Application.
New York: Praeger.
Geber, B. (1992). From manager into coach. Training, 29
(2), 25-31.
Graham, S., Wedman, J. E., & Garvin-Kester, B. (1993).
Manager coaching skills: Development and application.
Performance Improvement Quarterly, 6(1), 2-13.
Harrison, W. D. (1983), A Social Competence Model of
Burnout. In B. A. Farber (ed.), Stress and Burnout in
the Human Service Professions. New York: Pergamon Press,
p.31.
Hsieh, H. S. (2004). The Environmental Factors Affecting
on Motivation to Training Transfer of Customer Service
Representatives in Taiwan. Yuan Ze University, Master of
Business Administration in the Department of Business
Administration.
Ivancevich, J. M., & Matteson, M. (1980). Organizational
Stressors and Heart Disease: A Research Model. Academy
of Management Review, 4(3), p.347
Jamal, M. (1990). Relationship of Job Stress and Type-A
Behavior to Employees’ Job Satisfaction, Organizational
Commitment, Psychosomatic Health Problems, and Turnover
Motivation. Human Relation, 43(8), pp.727-738
Kahn, R. L., Wolfe, D. M., Quinn, R. P., Snoek, J. D.,&
Rosenthal R. A. (1964). Organizational Stress: Studies
on role conflict and ambiguity. NY: Wiley & Son.
Kelly, P. J. (1985). Coach the coach. Training and
Development Journal, 39(11), 54-55.
Kuo, Y. H. (2004). The Study of the relationship between
the Job Stresses and Burnout in the Primary School
Teachers. PingTung University of Education.
Lee, R. T., & Ashforth, E. (1990). On the meaning of three
dimensions of Burnout. Journal of Applied Psychology, 75
(6), 743-747
Lazarus, R. S. (1967). Cognitive and personality factors
under lying threat and coping. In apply and R. Trumbull
(Eds.), Psychological stress: Issues in research. New
York: Appleton-Century-Crofts.
Lazarus, R. S. (1976). Psychological stress and the coping
process. New York: McGraw-Hill.
Lazarus, R. S., & Folkman, S. (1984). Stress, Appraisal,
and coping. New York: Spring.
Lazarus, R. S., DeLongis, A., Folkman, S., & Gruen, R.
(1985). Stress and adaptational outcomes. The problem of
confounded measures. The American Psychologist, 40(7),
770-785.
Liu, M. C, (2004). Teacher Stress, Social Support, and
Burnout of the Kindergarten Teachers. PingTung
University of Education.
Lee, J. N. (2002). The Study of the relationship between
Job Stress, Reaction Ways, and Job Burnout of High-Tech
Research and Development People in Science Park in
Tainan. National Kaohsiung Normal University.
McLean, G. N., Yang, B., Kuo, M. H., Tolbert, A. S.,&
Larkin, C. (2005). Development and Initial Validation of
an Instrument Measuring Managerial Coaching Skill, Human
Resource Development Quarterly, 16(2), 157-178
Melendez, W. A., & de Guzman, R. M. (1983). Burnout: The
New Academic Disease. ASHE-ERIC Higher Education
Research Report No. 9.
Maslach, C. (1978a). Job burn-out: How people cope, Public
Welfare, 36, 56-58
Maslach, C.,& Jackson, S. E. (1981). The Measurement of
Experienced Burnout, Journal of Occupational Behavior,
2, 99-113.
Maslach, C. (1982). Burnout: The cost of caring. Englewood
Cliffs, NJ: Prentice-Hall.
Maslach, C.,& Jackson, S. E. (1984). The burnout syndrome
in the health professions, In: Sanders, G.., and Suls,
J. (Eds) Social Psychology of Health and Illness,
Lawrence Erlbaum, Hillsdale, N. J.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1996). The Maslach Burnout Inventory (3rd ed.). Palo Alto, CA:
Consulting Psychologists Press.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job
burnout. In S. T. Fiske, D. L. Schacter, & C. Zahn-
Waxler (Eds.), Annual Review of Psychology. Vol. 52 (pp.
397-422).
Maslach, C. (2003). Job burnout: New directions in
research and intervention. Current Directions in
Psychological Science, 12, 189-192.
Meier, S. T. (1983). Toward a Theory of Burnout. Human
Relations, New York: 36(10), p899
Orth, C. D., Wilkinson, H. E., & Benfari, R. C. (1987).
The manager’s role as coach and mentor. Organizational
Dynamics, 15(4), 66-74.
Ou, S. W. (2004). A study of the Relationship among Role
Conflicts, Job Stress, and Work Burnout for Staff of
Cultural Bureau. National Kaohsiung Normal University,
Graduate Institute of Adult Education.
Peterson, D. B. (1996). Executive coaching at work: The
art of one-on-one change. Consulting Psychology Journal:
Practice and Research, 48(2), 78-86
Peterson, D. B., & Hicks, M. D. (1996). Leader as coach:
Strategies for coaching and developing others.
Minneapolis, MN: Personnel Decision International.
Reichel, A., & Neumann, Y. (1993). Work stress, job
burnout and work outcomes in a turbulent environment:
The case of Israeli executives, International Studies of
Management & Organization, 23(3), 75-96
Robbins, S. P. (1989a). Organization Theory: Structure,
Design, & Applications, N. J.: Prentice-Hill, Inc.
Robbins, S. P., (1989b). Organization Behavior, 8th ed.
New Jersey: Prentice-Hill.
Reevy, G. M., & Maslach, C. (2001). People''s use of social
support: Gender and personality differences. Sex Roles,
44, 437-459.
Selye, H. (1956). The Stress of Life. New York: McGraw-
Hill.
Selye, H. (1977). Stress without distress. School Guidance
Worker, 32(5), 5-13
Smith, R. E., Smoll, F. L., & Hunt, E. (1977). A system
for the behavioral assessment of athletic coaches.
Research Quarterly, 48(2), 401-407.
Smith, R. E. (1986). Toward a Cognitive-Affective Model of
Athletic Burnout. Journal of Sport Psychology, 8, 36-50
Wright, T. A., & Cropanzano, R. (1998). Emotional
exhaustion as a predictor of job performance and
voluntary turnover. The Journal of Applied Psychology. 83
(3), 483-493
Weinberg, R. S., & Gould, D. (1995). Foundations of Sport
and Exercise Psychology. Champaign, IL: Human Kinetics.
Wu, T. Y., & Cheng , B. S. (2003). Emotion Studies in
Organizations in Taiwan: A Critical Review. Research in
Applied Psychology, 19, 137-173
Xiao, Y. Q., & Lü W. Z. (2004). Sports Coach and the
Reasons of Athletics Burnout and the Way of Prevent.
National Taiwan Normal University. Junior College Sport,
75, 148-153
Zemke, R., & Anderson, K. (1997). Coaching: Knock your
socks off service. New York: American Management
Association.
Parsloe, E. (1999). The Manager as Coach and Mentor,
Chartered Institute of Personnel & Development, Wimbledon
The Coaching & Mentoring Network Ltd. Anna Britnor Guest (1999).A Coach, a Mentor... a What? Retrieved May 20, 2007, from http://www.coachingnetwork.org.uk/ResourceCentre/Articles/ViewArticle.asp?artId=72