近年来，中国经济增速放缓，金融服务业也受中国宏观经济影响，整体增长 速度呈现下降趋势。深商银行属于股份制商业银行，长春分行受经济下行压力影 响，面临着激烈的竞争，对行内员工的服务标准不断提高，员工的工作压力上升， 尤其是一线厅堂基层员工压力过大问题十分突出。因此，有效识别厅堂基层工作 压力来源，提出科学的缓解压力对策，是深商银行长春分行人力资源管理部门亟 需解决的问题。 本文以深商银行长春分行厅堂员工为研究对象，分析一线员工工作压力过大 的问题。首先，通过梳理国内外关于压力管理的相关理论和文献，对压力管理的 基本理论进行总结和归纳，包括具体的工作压力源分析、压力源的维度和相关要 素基本概念等，为后续解决问题奠定理论基础；其次，对深商银行长春分行整体 概况，主要包括分行发展现状、员工情况、厅堂员工具体岗位分布等基本情况的 介绍，为后半部分对深商银行长春分行员工的工作压力来源具体分析奠定基础。 再次，通过深度访谈了解长春分行厅堂员工压力现状，并通过调查问卷收集相关 数据，分析该行厅堂员工当前压力现状。主要是工作压力来源的具体表现程度， 按照不同的压力程度分析主要的压力表现形式，通过调查问卷发现深商银行长春 分行网点厅堂员工压力来源为工作任务大、薪酬不匹配、晋升困难等。最后，通 过对多维度压力源的分析，提出相对应的解决策略。企业层面对策主要有从岗位 设计、流程改进、绩效考核优化、职业规划培训等这五个方面入手。个人层面对 策主要通过心理调节来适应所处压力的环境，加强学习来弥补业务上不足，同时 做好工作和生活的平衡。通过企业层面和个人层面策略的实施，有效解决了深商 银行长春分行厅堂员工压力过大的实际问题。 员工是企业重要的资源，运用人力资源管理手段解决员工压力过大问题，对 深商银行长春分行来说，有助于提高运营效率，提升经营业绩，提升竞争力。对 个人而言，可以帮助从业人员正确认识工作压力，提升个人工作效率。本研究可 供我国银行业解决类似员工压力问题提供参考。 关键词：工作压力；压力源；压力应对策略 II Abstract Inrecentyears,China'seconomicgrowthhassloweddown,andthefinancial servicessectorhasalsobeenaffectedbyChina'smacroeconomy,withtheoverall growthrateshowingadownwardtrend.Asajoint-stockcommercialbank,shenshang commercialbankisaffectedbythedownwardpressureofChina'seconomy,andthe competitionpressureisincreasing.Undertheinfluenceofeconomicdownward pressure,changchunbranchisfacedwithfiercecompetition.Theservicestandardof employeesinthebranchisconstantlyimproved,andtheworkpressureofemployees isrising.Inparticular,thepressureofgrassrootsemployeesinfirst-linehallsisvery prominent.Therefore,itisanurgentproblemforthehumanresourcemanagement departmentofchangchunbranchofshenshangcommercialbanktoeffectively identifythesourcesofpressureinthegrass-rootsworkandputforwardscientific countermeasurestorelievethepressure. Takingthehallstaffofchangchunbranchofshenshangcommercialbankasthe researchobject,thispaperanalyzestheproblemthatthefront-linestaffworktoo muchpressure.Firstly,domesticandforeignrelevanttheoriesandliteratureson pressuremanagementweresortedout,andthebasictheoriesofpressuremanagement weresummarizedandsummarized,includingspecificanalysisofworkstressors, dimensionsofstressorsandbasicconceptsofrelevantelements,tolayatheoretical foundationforsubsequentproblemsolving.Secondly,thepaperintroducesthe generalsituationofchangchunbranchofshenshangcommercialbank,mainly includingthedevelopmentstatusofthebranch,thestaffsituation,thespecificpost distributionofthehallstaffandotherbasicinformation,whichlaysafoundationfor thesecondpartoftheworkstressanalysisofchangchunbranchofshengshang commercialbank.Thirdly,throughin-depthinterviewstounderstandthecurrent situationofstaffpressureinthehallsofchangchunbranch,andthrough questionnairestocollectrelevantdata,analyzethecurrentsituationofstaffpressure inthehallsofthebank.Accordingtotheanalysisofthemainformsofstress accordingtothedifferentdegreesofstress,itisfoundthroughthequestionnairethat thestresssourcesofthebranchstaffofchangchunbranchofshenshangcommercial bankarelargetask,mismatchedsalaryanddifficultyinpromotion.Finally,through theanalysisofmulti-dimensionalpressuresource,thecorrespondingsolutionstrategy isproposed.Thecountermeasuresattheenterpriselevelmainlystartfromfiveaspects: improvementofworkingprocess,optimizationofperformanceassessmentindex, III improvementofworkingenvironment,andcareerplanningandtraining.Personal levelcountermeasuresmainlythroughpsychologicaladjustmenttoadapttothe pressureoftheenvironment,strengthenlearningtomakeupforthelackofbusiness, anddoagoodbalancebetweenworkandlife.Throughtheimplementationof enterpriselevelandindividuallevelstrategy,theproblemofexcessivepressureof staffinchangchunbranchofshengshangcommercialbankwaseffectivelysolved. Employeesareimportantresourcesofanenterprise.Theuseofhumanresource managementtosolvetheproblemofexcessivepressureonemployeesisconduciveto theimprovementofoperationefficiency,businessperformanceandcompetitiveness ofchangchunbranchofshenshangcommercialbank.Forindividuals,itcanhelp employeescorrectlyunderstandtheworkpressureandimprovetheirworkefficiency. ThisstudycanbeusedasareferenceforChina'sbankingindustrytosolvesimilar problemsofemployeepressure. Keywords:Workstress;Stressors;Stresscopingstrategies IV 目录 摘要...............................................................................................................................I ABSTRACT.........................................................................................................................II 第1章绪论.................................................................................................................1 1.1研究背景与研究意义........................................................................................1 1.1.1研究背景................................................................................................1 1.1.2研究意义................................................................................................1 1.2国内外研究现状................................................................................................2 1.2.1国内研究现状........................................................................................2 1.2.2国外研究现状........................................................................................4 1.3研究内容和研究方法........................................................................................6 1.3.1研究内容................................................................................................6 1.3.2研究方法................................................................................................6 1.4本文的创新点....................................................................................................6 第2章基本概念与相关理论概述.................................................................................8 2.1基本概念............................................................................................................8 2.1.1工作压力的概念....................................................................................8 2.1.2厅堂员工的概念....................................................................................8 2.2相关理论............................................................................................................9 2.2.1压力管理理论........................................................................................9 2.2.2压力源相关理论..................................................................................10 第3章深商银行长春分行厅堂员工工作压力现状调查分析...................................12 3.1深商银行长春分行网点厅堂概况..................................................................12 3.1.1厅堂员工概况......................................................................................12 3.1.2厅堂员工服务区域职能和内控要求..................................................13 3.2厅堂员工工作压力来源访谈调查..................................................................15 3.2.1访谈内容..............................................................................................15 3.2.2压力源访谈结果..................................................................................16 3.3厅堂员工工作压力来源问卷调查...................................