【作者】 刘强；

【导师】 萧洪恩； 许彩丽；

【作者基本信息】 华中农业大学 ， 社会工作， 2012， 硕士

【摘要】 近些年来,社会新闻媒体多次曝光了有关导游群体的负面事件,导游人员的名誉声望似乎已经达到该职业诞生以来的最低点,人们皆以抵触和排斥心态对待导游群体。然而究其本质,我们能够发现导游群体存在着正当权益被侵害的现象,且负面行为之中除少数是个人因素以外,更多的是由于其权利维护不当所致。由于社会的长期忽视,致使该职业和成员的生存与发展都出现了严重危机,正当权利的维护工作不容忽视且刻不容缓。本论文持开放式的研究态度,以社会建构主义的哲学基础作为立场进行质性研究。利用研究者本人作为工具,进入导游人员的真实生活场景之中,进行面对面交往和对话,在自然情境之下采用多种形式收集资料并进行整体性关联式的分析研究,同时对获取的资料进行归纳和分析,促使新理解浮现,形成生成性理解。本论文在研究内容和观察视角方面有所创新,将导游群体作为一个整体,探讨其权利构成,扩大其权利问题的深度、广度和关注度。从社会建构主义理论的视角出发,引入社会工作的理论和方法,以导游人员与社会的权力关系作为探究焦点,探讨导游人员的权利现状,剖析权利困境的建构方式,从而引入社会工作介入的服务模式和服务内容,并为问题困境的改善提供社会工作在宏观、中观和微观等方面的介入策略和专业服务。本论文的结论主要有：①导游人员维权工作是值得深思的问题。其存在着人格尊严权利被侵犯,岗位独占权利被剥夺,劳动报酬权利被弱化,社会保障权利被忽视以及教育培训权利被淡忘等一系列权利困境,缺乏公平、公正对待。问题现状要求对于其原因进行更细致地分析与研究,提供至少一种能够有效解决问题的社会工作专业介入。②导游人员权利困境体现出复杂建构。导游人员权利缺失由单纯的社会现象上升到复杂的社会问题,其过程主要取决于社会大众对于社会正常状态的认知、界定与建构。话语霸权、社会环境与社会制度带来的负面影响导致导游人员的权利困境问题。③导游人员权利问题需要社会建构主义指引的社会工作介入。社会建构主义的相关认识论可以有效帮助专业人员在进行社会工作活动过程时能够依托理论、开阔视野、理解情境,了解群体成员的真实感受和话语体系,能够更好地回应对象目标和社会需要,增进福利和改变境遇。本论文的后续建议主要有：①建立健全制度体系,加强制度层面发展。政府尤其是旅游管理机构应发挥在社会工作服务中的导向与推力作用,基于需求现状,逐步建立与完善权益维护制度。②建设完善支持网络,加强组织层面发展。设立专门的社会机构,统理导游人员权利服务工作,强化社会工作服务的管理。确立包括政府、企业、民间组织、同辈群体等在内的多元化的服务供给网络,联结和整合各层次系统共同提供社会支持。③引导自我意识服务,加强个体层面发展。导游人员需要充分挖掘和发挥权利主体的能动性,积极主动地寻求改变。着重改变个体自我意识、行业同行交流、企业组织沟通、社会公众理解以及权威媒体舆论等,以便于能够重塑形象、调节权力、建构关系,从而真正地落实导游人员应当享有的权利。更多还原

【Abstract】 In recent years, the social media exposures many negative events of tour guide groups,the reputation and prestige of the tour guides seem to have reached the lowest point since the birth of the career.People begin with the attitude of conflict and exclusion towards the tour guide groups.However,the root cause of the phenomena is infringements of the legitimate rights and interests of tour guides.A small part of the infringements are caused by personal factors,a larger part of them are due to improper maintenance of tour guides’rights.Because of the long-term social neglect,the survival and the development of the career are facing serious crisis,so the maintenance of the legitimate rights of tour guide groups is indispensable and urgent.This thesis holds the open attitude to do the qualitative research standing on the philosophical basis of social constructionism.The researcher enters the real life of the tour guides,makes the face-to-face interaction and dialogues with them to collect data in nature situation under various forms.The data is studied overall and relationally.It is analyzed and summarized,so that new understandings emerge,and generative understandings are formed.This thesis provided an innovative view point to see the problem of conflict and exclusion to tour guides.The research takes the tour guides as a whole,explores the structure of their rights, expands the depth, breath and the focus of problems of tour guides’rights.In the view point of Social work and from the perspective of the Social Building Theory,this thesis introduces the theory and practice of the Social work,focuses on the relationships between the tour guides and the society,explores the current status of the tour guides’rights,analyzes the constructing method of the rights dilemma,and finally prompts the service mode and content of social work,provides macro,meso,and micro service policies of the intervention of social work to the maintenance of the tour guides’ rights.The main results and conclusions of this thesis are:①There are many thought-provoking problems in the work of maintaining the rights of tour guides,such as violation of human dignity,derivation of job-exclusive rights,weakening of rights to get payment for labor,neglect of rights of getting education and social insurance.Now,the treatment to tour guides is lack of fairness and justice.The current status of these problems requires detailed and deep analysis to find the root cause. At least one effective intervention of solving these problems is needed.②The dilemma of tour guides’rights reflect a complex construct.The simple phenomenon of missing rights rises to a complex social problem.The process of this transmission depends on awareness,definition and construction of the normal status of the society.Discourse supremacy,the negative affection of social environment and social system lead to dilemma of tour guides’ rights.③The intervention of social work to maintaining tour guides’rights needs guidance of the social constructionist epistemology.With the guidance of the social constructionist epistemology, the professional operators are able to rely on the theory,broaden their horizon,understand the situation and the true feelings of the members of the group, master the discourse system, and thus respond better to the objects and requirement of the society.Finally,the operator can effectively enhance welfare and improve the situation.The main recommendations of this thesis are:①Strengthen the development of institutional level to establish a sound institutional system.Government,especially the agencies of tourism management should play a role who gives orientation and force to the development of social work.Based on the current requirement,the system of maintaining the rights should be gradually established and improved.②Establish comprehensive support network,enhance the development of the organizational level.Set up the special social organizations which manage the services for maintaining the rights of tour guides to strengthen the management of social work.Establish the wide range network of supporting, including government,business,civil society organizations,peer groups and etc.Link and merge organizations of all levels to provide social support.③Advocate the awareness of self-serving, enhance the development of the individual level.Tour guides should play an initiative role in maintaining their legitimate rights and seek improvement of the situation actively.They should focus on changing of self-awareness,enhancing communication within the firm and between the industry peers,getting the public understanding and making authority social media deliver more active reports.Through these measures,tour guides can reshape their public image,adjust the power and construct the relationships to the society,so that they can fully enjoy the legitimate rights.更多还原