当前，银行业正处在激烈的市场变革当中，伴随着 JS 银行 KF 分行发展战略、治理 结构、经营机制的深刻变革，员工的价值取向、思想状况、行为观念也发生着日新月异 的变化。尤其是在日趋复杂的国内外经济、金融环境下，面对繁重的工作任务和激烈的 市场竞争，员工在身心健康、家庭生活、个人成长及人际关系等各方面都面临着巨大的 压力与挑战，心理亚健康已经成为了一种普遍现象，对该行的和谐、健康发展造成了阻 碍。员工援助计划（Employee Assistance Program，简称 EAP）是组织为员工提供的系 统的、长期的援助与福利项目。该计划通过专业人员对组织进行诊断和建议，对员工及 其亲属提供专业指导、培训和咨询，帮助员工及其家庭成员解决心理和行为问题，提高 绩效及改善组织气氛和管理。 我国 EAP 的研究及实践起步较晚，较为完整的 EAP 案例比较缺乏。目前国内外对 于银行业引入员工援助计划的研究相对较少，故本文以 JS 银行 KF 分行为研究对象，以 期为业内提供一套可供借鉴的 EAP 实施方案。本文回顾了 EAP 在国外的发展历史及在 中国的研究、应用现状，阐述了 EAP 的两大理论基础，并就 EAP 和压力管理的相互作 用进行了深入分析。之后本文从 JS 银行 KF 分行的现状出发，设计出针对员工的压力感 知状态、压力来源及压力应对方法的访谈和调查问卷，通过调查、分析和论证，总结出 该行在压力管理方面的六个不足。在发现的问题基础之上，本文确定了 EAP 实施的准 备工作、总体框架，并从六个方面对该行进行全面的 EAP 服务项目设计，还提出了建 立内部 EAP 专员队伍的方法和意义。 本文希望通过 EAP 方案的实施能够提升员工应对压力水平、辅助员工发展、提升 员工绩效，增强员工对企业的认同感、责任感、使命感和荣誉感，最终达到服务该行压 力管理、构建和谐组织、促进该行软实力提升的目标。亦希望本文能够为银行业实践 EAP 项目提供参考借鉴，为中国的 EAP 发展进步贡献绵薄之力。 关键词，员工援助计划（EAP），商业银行，压力管理III ABSTRACT At present, the banking industry is in the midst of rapid market transformation. With the profound reform in the development strategy, management structure and operation mechanism of KF branch of JS Bank, the value orientation, mentality and behaviors of employees are also changing dramatically. Especially in the increasingly complex domestic and international economic and financial environment, employees, in the context of heavy tasks and fierce market competition, are facing tremendous pressure and great challenges in physical and mental health, family life, personal growth and interpersonal relations. Psychological sub-health has become a common phenomenon, which hinders the harmonious and healthy development of this branch. Employee Assistance Program (EAP for short) is a systematic and long-term assistance and welfare program provided by the organization to its employees. This program offers professional guidance, training and consultation to employees and their relatives based on the professionals’ diagnosis of and advice on the organization. It aims to help employees and their family members to solve psychological and behavioral problems, thus improving personal performance, working atmosphere and management styles. Due to the late start of research and practice concerning EAP, there is a lack of relatively complete EAP cases in China. At present, there have been only a few researches on banking industry’s introducing employee assistance program both at home and abroad. In the hope of providing a set of EAP implementation plan for reference, this paper takes KF branch of JS Bank as the research object. This paper reviews the history of EAP at abroad and its researches and applications in China, expounds the two theoretical foundations of EAP, and makes a thorough analysis of the interaction between EAP and stress management. And then, starting from the basic facts of KF branch of JS Bank, this paper designs interviews and questionnaires aiming at inspecting employees' perception, sources and coping methods of stress. Through investigation, analysis and demonstration, six deficiencies in stress management of KF branch are concluded. On the basis of the problems that have been found, this paper defines the preparatory work and overall framework for EAP implementation plan, makes a comprehensive design of EAP service project for the branch from six perspectives, and puts forward method and significance of establishing internal EAPIV commissioner team as well. This paper hopes that the implementation of EAP can improve employees' ability to cope with stress, assist the personal development of employees, enhance the performance of employees, and strengthen sense of recognition, responsibility, mission and honor of employees to the enterprises, so as to achieve the ultimate goal of serving the stress management of the branch, building a harmonious organization and enhancing the soft power of the branch. It is also expected that this paper can provide reference for the practice of EAP in banking industry and contribute to the development of EAP in China. KEYWORDS，EmployeeAssistance Program (EAP), Commercial Bank, Stress ManagementV 目 录 摘要...........................................................................................................................................I ABSTRACT.............................................................................................................................III 1 绪 论.......................................................................................................................................1 1.1 研究背景..........................................................................................................................1 1.2 研究目的及意义..............................................................................................................1 1.3EAP 在国内外的应用现状..............................................................................................2 1.3.1 EAP 在国外的应用现状 ..........................................................................................2 1.3.2 EAP 在国内的应用现状 ..........................................................................................4 1.4 创新之处..........................................................................................................................6 1.5 研究方法和研究框架......................................................................................................6 1.5.1 研究方法...................................................................................................................6 1.5.2 研究框架...................................................................................................................7 2 EAP 的相关概念及理论基础 ................................................................................................9 2.1EAP 的定义......................................................................................................................9 2.2EAP 的实施原则和服务模式设计..................................................................................9 2.2.1 EAP 的实施原则 ......................................................................................................9 2.2.2 EAP 的服务模式设计 ............................................................................................10 2.3EAP 的理论基础............................................................................................................11 2.3.1 压力管理理论.........................................................................................................11 2.3.2 人本管理理论.........................................................................................................13 2.4EAP 与压力管理............................................................................................................15 3 JS 银行 KF 分行员工压力现状调查...................................................................................17 3.1JS 银行 KF 分行简介及员工基本情况........................................................................17 3.1.1 JS 银行 KF 分行简介.............................................................................................17VI 3.1.2 JS 银行 KF 分行员工基本情况.........................................................................