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ستً ىل اىذَذ مَا ٌْثغً ىجاله ٗجٖل ٗعظٌٍ سيطاّل ،دَذا مثٍشا طٍثا ٍثاسما
فٍٔ ،إر ٗفقرْا إلذَاً ٕزا اىعَو ٌٗسشخ ىً األٍش اىعسٍش .أسج٘ اىيٌٖ أُ ذرقثو ًٍْ
ٕزا اىعَو ٗأّد ساض عًْ.
أذقذً تجزٌو اىشنش:
إىى ٍِ ماُ سْذي تجٖذٓ ٗأسراري تعئَ ٍٗششفً تذنَرٔ ،إىى ٍِ ىٌ ٌثخو عيًّ
تْصائذٔ ٗذ٘جٍٖاذٔ ،إىى رٗ اىصذس اىشدة األسرار اىَششف :عثذ اىفراح
ت٘خََخٌ.
إىى األساذزج أعضاء ىجْح اىَْاقشح.
إىى ٍِ ساعذذًْ مثٍشا شثٍيح.
إىى عَاه ٍيثْح ٍٍّ٘ذٌا خاصح اىسٍذ خيٍفً تذس اىذٌِ ،اىزي تذه اىنثٍش إلذَاً
عَيً.
إىى مو األساذزج اىزٌِ ساعذًّٗ ٗى٘ تنيَح طٍثح.
فشنشا ىيجٍَع
اإلهداء
إٔذي ٕزا اىعَو ثَشج جٖذي:
إىى اىَشأج اىشاٍخح ٍْثع اىعطف ٗاىذْاُ ...أًٍ ..أًٍ ...أًٍ اىغاىٍح.
إىى سٗح أتً اىطإشج.
إىى االخ٘ج اىثالزٍ :شاد ،صاىخ ،سٌاض.
إىى االخرٍِ :عثيح ٗاىعزٌزج أٍٍشج.
إىى دسٍثح ،مْزج ،صثشٌْح.
إىى اىنرن٘ذح غفشاُ.
إىى ٍاىل ىطفً.
إىى اىصذٌقح اى٘فٍح سٖاً ٗعائيرٖا.
إىى سداب ٍٍْشج.
إىى األر اى٘فً اىزي ٗقف تجاّثً ٗساعذًّ مثٍشا ٗشجعًْ عيى اىصَ٘د أٍاً
اىصعاب ،األر اىزي أمِ ىٔ كه ٍذثح ٗإخالص ٗٗفاء ،إىى ٍِ أسآ ٍثيً فً اىثذه
ٗاىعطاء ،إىى أخً دّثشي ىطفً.
إىى اىطفيح اىصغٍشج اىرً ذفاءىد فٍٖا خٍشا :أٍٍَح.
إىى مو طاىة ٍذة ىيعيٌ ٗاىرعيٌ.
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ:
ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻭﺃﻤﺎﻡ ﺤﺩﺓ ﺍﻝﺘﻁﻭﺭ ﺍﻝﺘﻜﻨﻭﻝﻭﺠﻲ ،ﺍﻻﻗﺘﺼﺎﺩﻱ ﻭﺍﻝﺘﻭﺴﻊ ﻓﻴﻪ ﺒﺎﺴﺘﺨﺩﺍﻡ ﺃﺤﺩﺙ ﺍﻝﻨﻅﻡ ﻓﻲ ﺍﻝﻌﻤل
ﻭﺘﻐﻴﺭ ﻤﻔﺎﻫﻴﻡ ﻭﺃﺴﺎﻝﻴﺏ ﺍﻹﺩﺍﺭﺓ ﻭﻜﺫﺍ ﺍﺘﺴﺎﻉ ﺩﺍﺌﺭﺓ ﺍﻷﻋﻤﺎل ﻭﺘﻌﺩﺩ ﺍﻝﺘﺨﺼﺼﺎﺕ ﻭﺯﻴﺎﺩﺓ ﺤﺩﺓ ﺍﻝﻤﻨﺎﻓﺴﺔ
ﺍﻝﺘﻲ ﻝﻬﺎ ﺘﺄﺜﻴﺭﺍ ﻋﻤﻴﻘﺎ ﻋﻠﻰ ﺍﻝﺘﺨﻁﻴﻁ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻲ ﻝﻠﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻜل ﺫﻝﻙ ﺠﻌل ﻤﻥ ﺍﻻﺴﺘﺜﻤﺎﺭ ﻓﻲ
ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﺤﺘﻤﻴﺔ ﻻ ﺒﺩ ﻤﻨﻬﺎ ،ﺇﺫ ﻴﺘﻴﺢ ﻓﺭﺼﺔ ﺘﻜﻭﻴﻥ ﺍﻝﻘﺩﺭﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻓﺨﻠﻕ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﻀﺎﻓﺔ ﺇﺫﻥ
ﺒﺘﺤﻘﻴﻕ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﺍﻝﺘﻲ ﺃﺼﺒﺤﺕ ﻀﺭﻭﺭﺓ ﺃﻜﺜﺭ ﻤﻨﻬﺎ ﺭﻏﺒﺔ ﻝﻤﺴﺎﻴﺭﺓ ﺘﻐﻴﺭﺍﺕ ﺍﻝﺒﻴﺌﺔ ﻋﻠﻰ
ﺍﻝﻤﺴﺘﻭﻴﻴﻥ ﺍﻝﺩﺍﺨﻠﻲ ﻭﺍﻝﺨﺎﺭﺠﻲ ﺒﻤﺎ ﻴﺤﻘﻕ ﺍﻝﺒﻘﺎﺀ ﻓﻲ ﺴﺎﺤﺔ ﺍﻷﻋﻤﺎل.
ﺇﻨﻪ ﻝﺘﺤﻘﻴﻕ ﻫﺫﻩ ﺍﻝﻨﺘﻴﺠﺔ ﺍﻹﻴﺠﺎﺒﻴﺔ ﻴﺴﺘﺩﻋﻲ ﺍﻷﻤﺭ ﺇﻋﻁﺎﺀ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﺤﻘﻪ ﺍﻝﻜﺎﻤل ﻓﻲ
ﺍﻝﺘﻨﻤﻴﺔ ،ﻓﺘﺒﺤﺙ ﺍﻹﺩﺍﺭﺓ ﻓﻲ ﺘﻔﻬﻡ ﺩﻭﺍﻓﻌﻪ ﺍﻝﻤﺘﺒﺎﻴﻨﺔ ﻭﻜﻴﻔﻴﺔ ﺍﻝﺘﺄﺜﻴﺭ ﻋﻠﻴﻬﺎ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺠﻤﻠﺔ ﻤﻥ
ﺍﻝﻤﻐﺭﻴﺎﺕ )ﺍﻝﺤﻭﺍﻓﺯ( ﺒﺄﻨﻭﺍﻋﻬﺎ ﺍﻝﻤﺘﻌﺩﺩﺓ ﺍﻝﻜﻔﻴﻠﺔ ﺒﺈﺜﺎﺭﺓ ﺍﻝﺩﻭﺍﻓﻊ ﺍﻝﻜﺎﻤﻨﺔ ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺒﻐﺭﺽ
ﺘﻭﺠﻴﻬﻪ ﺒﺎﺘﺠﺎﻩ ﺴﻠﻭﻙ ﻤﺭﻏﻭﺏ ﻓﻴﻪ ﻭﻫﺎﺩﻑ ،ﻭﻫﺫﺍ ﻻ ﻴﺤﺩﺙ ﺘﻠﻘﺎﺌﻴﺎ ،ﺇﻻ ﺇﺫﺍ ﺍﻗﺘﺭﻥ ﺫﻝﻙ ﺒﻨﻅﺎﻡ ﻤﺤﺩﺩ
ﺴﺱ ﻭﻓﻕ ﺃﺴﺱ ﻋﻠﻤﻴﺔ ﺘﻭﺼل ﺇﻝﻰ ﺇﺤﺩﺍﺙ ﺭﻀﺎ
ﻻﺴﺘﺨﺩﺍﻡ ﺍﻝﺤﻭﺍﻓﺯ ،ﺫﻝﻙ ﺍﻝﻨﻅﺎﻡ ﺍﻝﺫﻱ ﻴﻨﺒﻐﻲ ﺃﻥ ﻴ َﺅ
ﺍﻝﻔﺭﺩ ﻓﻴﺘﺤﻘﻕ ﺍﻝﺼﺎﻝﺢ ﺍﻝﻌﺎﻡ.
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻭﺇﺜﺭ ﺩﺭﺍﺴﺘﻪ –ﺘﺎﻴﻠﻭﺭ -ﻓﻲ ﺇﺤﺩﻯ ﺸﺭﻜﺎﺕ ﺍﻝﺤﺩﻴﺩ ﻭﺍﻝﺼﻠﺏ ﺍﻷﻤﺭﻴﻜﻴﺔ ﻜﺸﻑ ﻋﻥ ﻋﺩﻡ
ﺍﻻﺴﺘﻐﻼل ﺍﻷﻤﺜل ﻝﻠﻁﺎﻗﺎﺕ ﺍﻹﻨﺘﺎﺠﻴﺔ ﺍﻝﻜﺎﻤﻨﺔ ﻝﺩﻯ ﺍﻝﻌﺎﻤل ،ﺘﻌﺩﺩ ﻁﺭﻕ ﻭﻤﻌﺎﻴﻴﺭ ﺍﻝﻌﻤل ﻭﻤﻥ ﺜﻡ ﻋﺩﻡ
)-(1ﺃﺸﻭﻙ ﺘﺸﺎﻨﺩﺍ ،ﺸﻠﺒﺎ ﻜﺎﺒﺭﺍ ،ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺘﺭﺠﻤﺔ ﻋﺒﺩ ﺍﻝﺤﻜﻴﻡ ﺃﺤﻤﺩ ﺍﻝﺨﺯﺍﻤﻲ ،ﺩﺍﺭ ﺍﻝﻔﺠﺭ ﻝﻠﻨﺸﺭ
ﺍﻝﻘﺎﻫﺭﺓ ،2002 ،ﺹ.20:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻭﻀﻭﺡ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻹﻨﺘﺎﺝ ﻭﺍﻷﺠﻭﺭ ،ﻓﺒﺩﺃ ﺍﻝﺒﺤﺙ ﻋﻥ ﺍﻝﻭﺴﻴﻠﺔ ﺍﻷﻓﻀل ﻝﻠﻘﻴﺎﻡ ﺒﺎﻝﻌﻤل ،ﻭﺒﺭﺯ ﻤﺎ ﻴﻌﺭﻑ
"ﺒﺩﺭﺍﺴﺔ ﺍﻝﺤﺭﻜﺔ ﻭﺍﻝﺯﻤﻥ" ،ﺇﺫ ﺘﻡ ﺘﻘﺴﻴﻡ ﺍﻝﻌﻤل ﺇﻝﻰ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﻨﺎﺼﺭ ﻭﻗﻴﺎﺱ ﺍﻝﻭﻗﺕ ﺍﻝﻼﺯﻡ ﻹﻨﺠﺎﺯ
ﻜل ﺤﺭﻜﺔ ﻤﻁﻠﻭﺒﺔ ﻓﻲ ﺍﻝﻌﻤل ،ﻭﻨﺘﻴﺠﺔ ﻝﺫﻝﻙ ﺤﺩﺩ ﻤﻔﻬﻭﻡ ﺍﻝﻤﻌﺩل ﺍﻝﻤﺘﻐﻴﺭ ﻝﻠﻘﻁﻌﺔ ﺃﻱ ﺃﻥ ﺍﻝﺤﺼﻭل ﻋﻠﻰ
ﺍﻷﺠﻭﺭ ﺍﻝﺘﺸﺠﻴﻌﻴﺔ ﻤﺭﻫﻭﻥ ﺒﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺝ ﺇﻝﻰ ﻤﺎ ﺒﻌﺩ ﺍﻝﻤﻌﺎﻴﻴﺭ ﺍﻝﻤﺤﺩﺩﺓ ).(1
ﻭﺒﻬﺫﺍ ﺘﻜﻭﻥ ﺍﻝﻨﻅﺭﻴﺔ ﻗﺩ ﺘﺒﻨﺕ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﻌﻠﻤﻴﺔ ﻓﻲ ﺤل ﺍﻝﻤﺸﺎﻜل ﺍﻹﺩﺍﺭﻴﺔ ،ﺍﺨﺘﻴﺎﺭ ﺍﻝﻤﻭﺍﺭﺩ
ﺍﻝﺒﺸﺭﻴﺔ ﻭﺍﻝﻤﺎﺩﻴﺔ ،ﺘﺤﺩﻴﺩ ﻋﻤل ﻜل ﻓﺭﺩ ﻭﺘﻭﺯﻴﻊ ﺍﻝﻤﻬﺎﻡ ﺒﻴﻥ ﺍﻹﺩﺍﺭﺓ ﻭﺍﻝﻌﻤﺎل ،ﻭﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻥ
ﺍﻻﻫﺘﻤﺎﻡ ﻜﺎﻥ ﻤﻨﺼﺒﺎ ﻋﻠﻰ ﻤﺒﺩﺃﻴﻥ ﺃﺴﺎﺴﻴﻥ ﻫﻤﺎ):(2
ﻤﺒﺩﺃ ﺍﻝﺘﺨﺼﺹ ﻭﺘﻘﺴﻴﻡ ﺍﻝﻌﻤل :ﺤﻴﺙ ﻴﻌﻬﺩ ﻝﻜل ﻋﺎﻤل ﺒﻌﻤل ﻤﺤﺩﺩ ﻴﺘﻡ ﺘﺩﺭﻴﺒﻪ ﻋﻠﻴﻪ ﺒﺄﻓﻀل
ﻁﺭﻴﻘﺔ ﻝﻀﻤﺎﻥ ﺍﻷﺩﺍﺀ ﺍﻝﺠﻴﺩ.
ﻤﺒﺩﺃ ﺍﻝﺘﻔﺎﻭﺽ )ﺭﻓﺽ ﺍﻝﺼﺭﺍﻉ( :ﺍﻝﺫﻱ ﻴﻌﺘﺒﺭ ﺒﻤﺜﺎﺒﺔ ﺍﻝﺴﺒﻴل ﻝﺤل ﺍﻝﻤﺸﺎﻜل ﻭﺃﺴﺎﺱ ﺍﻝﺘﻔﺎﻭﺽ ﺒﻴﻥ
ﺍﻝﻌﻤﺎل ﻭﺍﻹﺩﺍﺭﺓ ﻭﻤﻥ ﺜﻡ ﺍﻻﺒﺘﻌﺎﺩ ﻗﺩﺭ ﺍﻹﻤﻜﺎﻥ ﻋﻥ ﺍﻝﻤﺸﺎﻜل ﺍﻝﺘﻲ ﺘﻌﺭﻗل ﺴﻴﺭ ﺍﻝﻌﻤل.
ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﻤﺎ ﺘﻘﺩﻡ ﺭﺃﺕ ﺍﻝﻨﻅﺭﻴﺔ ﻀﺭﻭﺭﺓ ﺍﺴﺘﺨﺩﺍﻡ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻝﺘﺤﻔﻴﺯ ﺍﻷﻓﺭﺍﺩ ﻋﻠﻰ
ﺍﻝﻌﻤل ﻤﻥ ﻤﻨﻁﻠﻕ ﺃﻥ ﺍﻝﻌﺎﺌﺩ ﺍﻝﻤﺎﺩﻱ ﻫﻭ ﺍﻝﻤﺤﺭﻙ ﺍﻷﺴﺎﺴﻲ ﻝﻠﻌﺎﻤل ﻭﺒﺎﻝﺘﺎﻝﻲ ﺍﻝﺯﻴﺎﺩﺓ ﻓﻲ ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﻜﻤﺎ
ﺘﻤﻨﺢ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﻝﻴﺔ ﺇﻻ ﻝﻠﻔﺭﺩ ﺍﻝﺫﻱ ﻴﺤﻘﻕ ﻤﺴﺘﻭﻴﺎﺕ ﻤﺤﺩﺩﺓ ﻤﻥ ﺍﻹﻨﺘﺎﺝ ﺃﻭ ﺘﺯﻴﺩ ﻋﻥ ﺫﻝﻙ ،ﻭﺒﺎﻝﻤﺜل ﻓﺈﻥ
ﺍﻝﻔﺭﺩ ﻤﻨﺨﻔﺽ ﺍﻷﺩﺍﺀ ﺃﻱ ﺍﻝﺫﻱ ﻻ ﻴﺼل ﺇﻨﺘﺎﺠﻪ ﺇﻝﻰ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻤﻁﻠﻭﺏ ،ﻓﺒﺈﻤﻜﺎﻥ ﺍﻹﺩﺍﺭﺓ ﻨﻘﻠﻪ ﺃﻭﻓﺼﻠﻪ
ﺃﻭ ﺘﺩﺭﻴﺒﻪ ،ﻓﻬﺫﺍ ﺍﻷﺨﻴﺭ ﺒﺩﻭﺭﻩ ﻴﻌﺩ ﻋﺎﻤﻼ ﺃﺴﺎﺴﻴﺎ ﻝﻠﺘﺤﻔﻴﺯ ،ﻓﻤﻥ ﺨﻼل ﺍﻝﻨﺸﺎﻁﺎﺕ ﻭﺍﻝﻭﺴﺎﺌل ﻭﺍﻝﻁﺭﻕ
ﻭﺍﻝﺩﻋﺎﺌﻡ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻠﻌﻤﺎل ﺘﺠﻌﻠﻬﻡ ﻓﻲ ﺍﺴﺘﻌﺩﺍﺩ ﻝﺘﺤﺴﻴﻥ ﻤﻌﺎﺭﻓﻬﻡ ﻭﺴﻠﻭﻜﺎ ﺘﻬﻡ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﻡ ﺍﻝﺸﺨﺼﻴﺔ
ﻤﻥ ﺠﻬﺔ ﻭﺃﻫﺩﺍﻑ ﺍﻝﻤﺅﺴﺴﺔ ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ.
ﻭﺭﻏﻡ ﺍﻝﺤﺼﻴﻠﺔ ﺍﻝﻌﻠﻤﻴﺔ ﺍﻝﺘﻲ ﺠﺎﺀﺕ ﺒﻬﺎ ﺍﻝﻨﻅﺭﻴﺔ ،ﺍﻝﺘﻲ ﺃﺼﺒﺤﺕ ﺃﻤﺭﺍ ﻤﻘﺒﻭﻻ ﺨﺎﺼﺔ ﻓﻲ
ﺍﻝﺩﻭل ﺍﻝﺼﻨﺎﻋﻴﺔ ﻤﻥ ﻨﺎﺤﻴﺔ ﺩﺭﺍﺴﺔ ﺍﻝﺯﻤﻥ ﻭﺍﻝﺤﺭﻜﺔ ﻭﺒﺭﻤﺠﺔ ﺍﻝﻌﺎﻤل ﻋﻠﻤﻴﺎ ﻓﻲ ﻁﺭﻴﻘﺔ ﺍﻷﺩﺍﺀ ،ﺇﻻ ﺃﻨﻬﺎ
ﺘﻨﺎﻭﻝﺕ ﺍﻝﻌﺎﻤل ﻤﻥ ﺠﺎﻨﺏ ﺍﻝﻘﻭﺓ ﻭﺍﻋﺘﺒﺭﺘﻪ ﺃﻭ ﺒﺎﻷﺤﺭﻯ ﺘﺼﻭﺭﺘﻪ ﻤﺨﻠﻭﻕ ﺭﺸﻴﺩ ﺍﻗﺘﺼﺎﺩﻱ ﻤﻭﺠﻪ ﺇﻻ
ﺒﺎﻝﺩﻋﻡ ﺍﻝﻤﺎﺩﻱ ،ﺩﻭﻥ ﺃﻥ ﺘﺘﻌﺭﺽ ﻝﺠﺎﻨﺏ ﺍﻝﺭﻏﺒﺔ ﻭﺍﻝﻘﻭﻯ ﺍﻝﺘﻲ ﺘﻨﻤﻴﻬﺎ ﻜﺨﺼﺎﺌﺼﻪ ﺍﻹﻨﺴﺎﻨﻴﺔ
ﻭﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭﻤﻌﻁﻴﺎﺕ ﺍﻝﺒﻴﺌﺔ ﺍﻝﺩﺍﺨﻠﻴﺔ ﻭﺍﻝﺨﺎﺭﺠﻴﺔ ﺍﻝﺘﻲ ﻤﻥ ﺸﺄﻨﻬﺎ ﺍﻝﺘﺄﺜﻴﺭ ﻋﻠﻰ ﺴﻠﻭﻜﺎﺘﻪ.
)-(1ﺭﺍﻭﻴﺔ ﻤﺤﻤﺩ ﺤﺴﻥ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﻤﻜﺘﺏ ﺍﻝﺠﺎﻤﻌﻲ ﺍﻝﺤﺩﻴﺙ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،1999 ،ﺹ ﺹ.17- 15:
)-(2ﻋﻠﻲ ﻏﺭﺒﻲ ﻭﺁﺨﺭﻭﻥ ،ﺘﻨﻤﻴﺔ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺩﺍﺭ ﺍﻝﻬﺩﻯ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﺍﻝﺠﺯﺍﺌﺭ ،2002 ،ﺹ.35:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
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ﺠﺎﺀ ﻫﺫﺍ ﺍﻝﻤﺩﺨل ﻜﺭﺩ ﻓﻌل ﻝﻤﺩﺨل ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﻠﻤﻴﺔ ،ﻭﺍﻋﺘﺒﺭ ﻜﻤﻨﻁﻠﻕ ﻝﻤﺩﺭﺴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻝﺴﻠﻭﻜﻴﺔ
ﻭﻨﺠﺩﻩ ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﺍﺭﺘﻜﺯ ﻋﻠﻰ ﺜﻼﺜﺔ ﺩﻋﺎﺌﻡ ﺃﺴﺎﺴﻴﺔ ﺘﻤﺜﻠﺕ ﻓﻲ ﺘﻬﺩﻴﺩﺍﺕ ﺍﻻﺘﺤﺎﺩﺍﺕ ﺍﻝﻨﻘﺎﺒﻴﺔ
ﻷﺼﺤﺎﺏ ﺍﻷﻋﻤﺎل ،ﻓﺄﻤﺎﻡ ﻀﻐﻭﻁﺎﺕ ﻫﺫﻩ ﺍﻝﻬﻴﺌﺔ ﻭﺍﻝﻤﻁﺎﻝﺒﺔ ﺒﺤﻘﻭﻕ ﺍﻝﻌﻤﺎل ﺯﺍﺩ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺎﻝﺠﻭﺍﻨﺏ
ﺍﻹﻨﺴﺎﻨﻴﺔ ﻝﻠﻌﻤﺎل ،ﻭﺜﺎﻨﻲ ﺭﻜﻴﺯﺓ ﺍﺸﺘﻤﻠﺕ ﻋﻠﻰ ﻓﻠﺴﻔﺔ ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﺼﻨﺎﻋﻴﺔ ﺍﻝﺘﻲ ﺃﻜﺩﺕ ﻀﺭﻭﺭﺓ ﺩﺭﺍﺴﺔ
ﺍﻝﺴﻠﻭﻙ ﺍﻝﺒﺸﺭﻱ ﻻﺴﺘﻨﺒﺎﻁ ﺍﻝﻌﻭﺍﻤل ﺍﻷﻜﺜﺭ ﻓﺎﻋﻠﻴﺔ ﻓﻲ ﺩﻓﻊ ﺍﻝﻌﻤﺎل ﻨﺤﻭ ﺍﻝﻌﻤل ،ﻭﻝﻘﺩ ﺍﻗﺘﺭﺡ ﺃﺸﻬﺭ ﺭﻭﺍﺩ
ﻫﺫﻩ ﺍﻝﻔﻠﺴﻔﺔ ﻫﻭﺠﻭ ﻤﺎﻨﺴﺘﺭﺒﺭﺝ Hugo Mansterbergﻓﻲ ﻜﺘﺎﺒﻪ ﺍﻝﺴﻠﻭﻜﻴﺎﺕ ﻭﺍﻝﻜﻔﺎﺀﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ﺍﻝﺩﻱ
ﻨﺸﺭﻩ ﺴﻨﺔ 1914ﺜﻼﺙ ﻭﺴﺎﺌل ﺘﻌﺘﻤﺩ ﻝﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ ﺘﻤﺜﻠﺕ ﻓﻲ ﺍﺨﺘﻴﺎﺭ ﺍﻝﻔﺭﺩ ﺍﻝﻤﺅﻫل ،ﺘﻭﻓﻴﺭ ﻅﺭﻭﻑ
ﺍﻝﻌﻤل ﺍﻝﺠﻴﺩﺓ ﻭﺃﺨﻴﺭﺍ ﺍﻝﺘﺩﻋﻴﻡ ﺍﻝﻨﻔﺴﻲ ﻝﺯﻴﺎﺩﺓ ﺍﻝﺩﺍﻓﻌﻴﺔ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ،ﻭﻓﻲ ﺍﻷﺨﻴﺭ ﻨﺠﺩ ﺃﺒﺤﺎﺙ ﻫﺎﻭﺜﻭﺭﻥ
،(1)Hawthorneﺇﺤﺩﻯ ﺭﻜﺎﺌﺯ ﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻝﻠﻌﺎﻝﻡ ﺍﻷﺴﺘﺭﺍﻝﻲ ﺇﻝﺘﻭﻥ ﻤﺎﻴﻭ ،ﺃﻴﻥ ﻜﺎﻥ
ﻴﻬﺩﻑ ﺒﺎﻷﺴﺎﺱ ﺇﻝﻰ ﺘﻘﺩﻴﻡ ﺍﻝﺤﻠﻭل ﺍﻝﻤﻨﺎﺴﺒﺔ ﻝﻠﺘﻘﻠﻴل ﻤﻥ ﻤﺸﻜﻼﺕ ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ،ﻭﺭﻜﺯﺕ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﺘﻲ
ﻗﺎﻡ ﺒﻬﺎ ﺇﻝﺘﻭﻥ ﻤﺎﻴﻭ ﻋﻠﻰ ﺘﺤﺩﻴﺩ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﻜﻜﺜﺎﻓﺔ ﺍﻹﻀﺎﺀﺓ ،ﻓﺘﺭﺍﺕ ﺍﻝﺭﺍﺤﺔ،
ﻨﻅﺎﻡ ﺍﻷﺠﻭﺭ ﻭﺒﻴﻥ ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﺃﻴﻥ ﺘﻡ ﻀﺒﻁ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﺎﻤﻼﺕ ﻝﺘﻭﻓﻴﺭ ﺸﺩﺓ ﺇﻀﺎﺀﺓ ﺜﺎﺒﺘﺔ،
ﻭﺒﺎﻝﻤﻘﺎﺒل ﺃﺨﻀﻌﺕ ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻝﺘﺠﺭﻴﺒﻴﺔ ﻤﻥ ﺍﻝﻌﺎﻤﻼﺕ ﻝﺘﻐﻴﺭﺍﺕ ﻤﺴﺘﻤﺭﺓ ﻓﻲ ﻅﺭﻭﻑ ﻋﻤﻠﻬﺎ ﺍﻝﻔﻴﺯﻴﻘﻴﺔ
ﺇﻤﺎ ﺒﺎﻝﺯﻴﺎﺩﺓ ﺃﻭ ﺍﻝﻨﻘﺼﺎﻥ ،ﻭﻗﺩ ﺃﺜﺒﺘﺕ ﻨﺘﻴﺠﺔ ﺍﻝﺒﺤﻭﺙ ﺃﻥ ﻝﺘﻠﻙ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺩﺭﺠﺔ ﻤﻌﻴﻨﺔ ﻝﻠﺘﺄﺜﻴﺭ ﻓﻲ
ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻝﻰ ﺘﻭﺍﺠﺩ ﻋﻭﺍﻤل ﺃﺨﺭﻯ ﺫﺍﺕ ﺼﻠﺔ ﺒﻨﻔﺴﻴﺔ ﺍﻝﻌﺎﻤل ﺃﻴﻥ ﺘﻌﻤل ﻋﻠﻰ ﺍﻝﺭﻓﻊ ﻤﻥ
ﻤﻌﻨﻭﻴﺎﺘﻪ ﻓﺘﺤﺭﺭ ﻁﺎﻗﺘﻪ ﻭﻓﻕ ﺴﻠﻭﻙ ﻫﺎﺩﻑ.
)*(-ﻤﺩﺭﺴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻝﺴﻠﻭﻜﻴﺔ :ﻨﺸﺄﺕ ﻭﺘﻁﻭﺭﺕ ﻤﻨﺫ ﺒﺩﺍﻴﺔ ﺍﻝﺨﻤﺴﻴﻨﻴﺎﺕ ،ﻭﻗﺩ ﻜﺎﻨﺕ ﺍﻤﺘﺩﺍﺩﺍ ﻭﺘﻁﻭﺭ ﻝﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ
ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﻭﺍﻫﺘﻤﺕ ﺒﺩﺭﺍﺴﺔ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﺩﺍﺨل ﺍﻝﻌﻤل ﻭﻓﻕ ﺜﻼﺙ ﻤﺩﺍﺨل ﺃﺴﺎﺴﻴﺔ:
ﻤﺩﺨل ﻋﻠﻡ ﺍﻝﻨﻔﺱ :ﺍﻝﺫﻱ ﻴﻬﺘﻡ ﺒﺩﺭﺍﺴﺔ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻭﺒﺼﻔﺔ ﻋﺎﻤﺔ ﻭﻴﻨﺩﺭﺝ ﻀﻤﻨﻪ ﻓﺭﻉ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻻﺠﺘﻤﺎﻋﻲ،
ﺍﻝﻤﻬﺘﻡ ﺒﻤﻌﺎﻝﺠﺔ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﻤﻥ ﺤﻴﺙ ﺍﺭﺘﺒﺎﻁﻪ ﻭﻋﻼﻗﺘﻪ ﺒﺎﻵﺨﺭﻴﻥ ،ﻭﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺘﻨﻅﻴﻤﻲ ﺍﻝﺫﻱ ﻴﺒﺤﺙ ﻓﻲ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ
ﻭﺍﺘﺠﺎﻫﺎﺘﻪ ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺔ ﻭﻤﺩﻯ ﺘﺄﺜﻴﺭﻩ ﻭﺘﺄﺜﺭﻩ ﺒﻬﺎ.
ﻤﺩﺨل ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ :ﺍﻝﺫﻱ ﻴﻌﺎﻝﺞ ﺘﺼﺭﻓﺎﺕ ﺍﻷﻓﺭﺍﺩ ﻓﻲ ﺍﻝﺠﻤﺎﻋﺎﺕ ﺍﻝﺼﻐﻴﺭﺓ ﻭﺍﻝﻜﺒﻴﺭﺓ.
ﻤﺩﺨل ﻋﻠﻡ ﺩﺭﺍﺴﺔ ﺍﻹﻨﺴﺎﻥ :ﺍﻝﺫﻱ ﻴﻬﺘﻡ ﺒﻨﻭﻉ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺫﻱ ﺘﻡ ﺘﻌﻠﻤﻪ ﺴﻭﺍﺀ ﻜﺎﻥ ﻓﻨﻴﺎ ،ﻋﺎﺌﻠﻴﺎ ﺃﻡ ﺍﺠﺘﻤﺎﻋﻴﺎ.
)-(1ﻁﺎﺭﻕ ﻁﻪ ،ﺍﻹﺩﺍﺭﺓ ،ﻤﻨﺸﺄﺓ ﺍﻝﻤﻌﺎﺭﻑ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،2002 ،ﺹ ﺹ.140-138:
)-(2ﺤﻀﻴﺭ ﻜﺎﻅﻡ ﺤﻤﻭﺩ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺩﺍﺭ ﺹ:ﻓﺎﺀ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ،2001 ،ﺹ.27:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻭﺒﺎﻝﺭﻏﻡ ﻤﻥ ﺃﻨﻬﺎ ﻀﻌﻴﻔﺔ ﺍﻝﻤﻔﻌﻭل ﻓﻲ ﻴﻭﻤﻨﺎ ﻫﺫﺍ ﺘﻌﺩ ﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻤﺭﺤﻠﺔ ﺃﺴﺎﺴﻴﺔ
ﻓﻲ ﺒﻨﺎﺀ ﻨﻅﺭﻴﺎﺕ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺘﺴﻴﻴﺭ ﺍﻷﻓﺭﺍﺩ) ،(1ﻓﻬﻲ ﺘﺤﺘﻭﻱ ﻋﻠﻰ ﻋﺩﺓ ﺠﻭﺍﻨﺏ ﺃﻫﻤﻬﺎ:
ﺍﻝﺠﺎﻨﺏ ﺍﻻﺠﺘﻤﺎﻋﻲ ﻭﺍﻝﺴﻠﻭﻜﻲ ،ﻓﺎﻷﻭل ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻫﻤﻴﺔ ﺍﻝﺠﻤﺎﻋﺎﺕ ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﺍﻝﺘﻲ
ﺘﻬﺩﻑ ﺇﻝﻰ ﺍﻝﺘﻌﺎﻭﻥ ﻭﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﺎ ،ﺃﻤﺎ ﺍﻝﺜﺎﻨﻲ ﻓﻴﺅﻜﺩ ﻝﻨﺎ ﺃﻥ ﺍﻝﻔﺭﺩ ﻻ ﻴﺤﺩﺩ ﺴﻠﻭﻜﻪ
ﺒﻤﻌﺯل ﻋﻥ ﺃﻓﻜﺎﺭ ﻭﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﺠﻤﺎﻋﺔ ،ﻓﻤﺎ ﻫﻭ )ﺍﻝﺴﻠﻭﻙ( ﺇﻻ ﻤﺤﺼﻠﺔ ﻝﺘﻔﺎﻋﻼﺕ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺭﺘﺒﻁﺔ ﺒﻪ
ﻜﺸﺨﺼﻴﺘﻪ ،ﻗﻴﻤﻪ ،ﻭﺘﻠﻙ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺨﺎﺭﺠﻴﺔ ﺍﻝﻤﺘﺄﺘﻴﺔ ﻤﻥ ﺃﻓﻜﺎﺭ ﻭﻤﺘﻐﻴﺭﺍﺕ ﺍﻝﺠﻤﺎﻋﺔ.
ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﻜل ﻫﺫﺍ ﻨﺠﺩ ﻨﻅﺭﻴﺔ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻓﻲ ﻤﻔﻬﻭﻤﻬﺎ ﺍﻝﻤﺘﻜﺎﻤل ﻗﺩ ﺸﻤﻠﺕ ﺃﻫﻡ
ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺫﺍﺕ ﺍﻝﻌﻼﻗﺔ ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻜﺎﻝﺘﻭﻓﻴﻕ ﻭﺍﻝﺘﻜﺎﻤل ﺒﻴﻥ ﻤﺼﺎﻝﺢ ﺍﻝﻔﺭﺩ ﻭﺍﻝﻤﺅﺴﺴﺔ ،ﺍﻝﻜﺭﺍﻤﺔ
ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﺍﻝﻨﻅﺎﻡ ﺍﻝﺴﻠﻴﻡ ﻝﻨﻘل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ،ﺘﻭﻓﻴﺭ ﺍﻷﻤﻥ ﻭﺍﻝﺤﻤﺎﻴﺔ ،ﺘﺤﻘﻴﻕ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﺍﻝﻤﺎﺩﻴﺔ ،ﻓﺘﺢ
ﺍﻝﻤﺠﺎل ﺃﻤﺎﻡ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻝﻠﺘﻌﺒﻴﺭ ﻋﻥ ﻤﺨﺘﻠﻑ ﺁﺭﺍﺌﻬﻡ ﻤﻥ ﺨﻼل ﺘﻭﻓﻴﺭ ﺘﻨﻅﻴﻡ ﻨﻘﺎﺒﻲ ،ﺤﺴﻥ ﺍﻻﺨﺘﻴﺎﺭ
ﻭﺍﻝﺘﻌﻴﻴﻥ ﻭﺇﺘﺎﺤﺔ ﻓﺭﺹ ﺍﻝﺘﺩﺭﻴﺏ ﻭﺍﻝﺘﻌﻠﻴﻡ ﺒﻬﺩﻑ ﺘﺤﺴﻴﻥ ﺍﻝﻤﻬﺎﺭﺍﺕ ،ﻭﻫﺫﺍ ﻜﻠﻪ ﻴﻌﻜﺱ ﻝﻨﺎ ﺍﻻﻫﺘﻤﺎﻡ ﺍﻝﻜﺒﻴﺭ
ﺒﺎﻝﺘﺤﻔﻴﺯ ﺍﻝﻤﻌﻨﻭﻱ ﺍﻝﻤﻘﺩﻡ ﻝﻸﻓﺭﺍﺩ .ﻭﺒﺎﻝﺭﻏﻡ ﻤﻥ ﻫﺫﻩ ﺍﻷﻫﻤﻴﺔ ﺍﻝﺘﻲ ﺃﻭﻝﺘﻬﺎ ﺍﻝﻨﻅﺭﻴﺔ ﻝﻠﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻓﻲ
ﺠﺎﻨﺒﻪ ﺍﻝﻨﻔﺴﻲ ﻭﺍﻻﺠﺘﻤﺎﻋﻲ ،ﺇﻻ ﺃﻨﻬﺎ ﺒﺎﻝﻐﺕ ﻓﻲ ﺫﻝﻙ ،ﻫﺫﺍ ﻤﺎ ﺠﻌﻠﻬﺎ –ﺇﻝﻰ ﺤﺩ ﻤﺎ -ﺘﻬﻤل ﺍﻝﺠﺎﻨﺏ
ﺍﻝﺭﺴﻤﻲ ﺒﺎﻝﻤﺅﺴﺴﺔ.
ﻭﻤﻥ ﺒﻴﻥ ﺍﻷﺴﺱ ﺍﻝﺘﻲ ﻗﺎﻡ ﻋﻠﻴﻬﺎ ﻫﺫﺍ ﺍﻝﻤﺩﺨل ﻨﺫﻜﺭ ﻤﺎ ﻴﻠﻲ):(3
-ﻴﻌﺘﺒﺭ ﺍﻷﻓﺭﺍﺩ ﺍﺴﺘﺜﻤﺎﺭﺍ ﻤﺭﺒﺤﺎ ﺇﺫﺍ ﺃﺤﺴﻨﺕ ﺇﺩﺍﺭﺘﻪ ﻭﺘﻨﻤﻴﺘﻪ ،ﻓﺒﺈﻤﻜﺎﻨﻪ )ﺍﻻﺴﺘﺜﻤﺎﺭ( ﺘﺤﻘﻴﻕ ﻤﻜﺎﺴﺏ ﻋﻠﻰ
)(1
-Charler Henr d’Arcimoces, Diagnostic financier et gestion des ressources humaines, ed
Economica, 1995, P66.
)-(2ﻋﻠﻲ ﻏﺭﺒﻲ ﻭﺁﺨﺭﻭﻥ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.46:
)-(3ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.47:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻓﺩﺍﻓﻌﻴﺔ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺭﺘﻔﻌﺔ )ﺍﻝﻘﻭﻴﺔ( ﺘﻭﺠﻬﻬﻡ ﺒﺘﻭﻓﺭ ﺩﻋﻡ ﺨﺎﺭﺠﻲ )ﺤﻭﺍﻓﺯ ﻤﺎﺩﻴﺔ ﻭﻤﻌﻨﻭﻴﺔ( ﺇﻝﻰ
ﺍﻝﺴﻴﺭ ﻭﻓﻕ ﺴﻠﻭﻙ ﻫﺎﺩﻑ ،ﻭﻤﻥ ﺜﻡ ﺠﻭﺩﺓ ﻓﻲ ﺃﺩﺍﺀ ﺍﻝﻌﻤل ﻓﺈﻨﺘﺎﺠﻴﺔ ﻤﺭﺘﻔﻌﺔ ،ﺇﺫﻥ ﻀﻤﺎﻥ ﺍﻝﺘﻘﺩﻴﺭ ﻭﺍﻝﺸﻜﺭ
ﻭﺍﻝﺩﻋﻡ ﺍﻝﻤﺎﺩﻱ ﻜﺫﻝﻙ ،ﻓﺘﺭﺘﻔﻊ ﻤﻌﻨﻭﻴﺎﺘﻬﻡ ﻤﺭﺓ ﺃﺨﺭﻯ ،ﻭﻫﻜﺫﺍ ﺘﺴﺘﻤﺭ ﺍﻝﺤﻠﻘﺔ ﻓﻲ ﻓﺭﺯ ﻨﺘﺎﺌﺠﻬﺎ.
ﻭﻤﻨﻪ ﻴﻨﻅﺭ ﺇﻝﻰ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﺩﺨل ﻜﻌﻨﺼﺭ ﺃﺴﺎﺴﻲ ﻴﺸﻜل ﺭﺃﺱ ﻤﺎل ﺒﺸﺭﻱ ﺫﺍ
ﻓﻌﺎﻝﻴﺔ ﺇﺫﺍ ﻤﺎ ﺃﺤﺴﻥ ﺍﺴﺘﺜﻤﺎﺭﻩ ،ﻭﻝﻘﺩ ﻨﻤﻰ ﻤﻔﻬﻭﻡ ﺭﺃﺱ ﺍﻝﻤﺎل ﺍﻝﺒﺸﺭﻱ ﻓﻲ ﻓﺤﻭﻯ »ﻨﻅﺭﻴﺔ ﺭﺃﺱ ﺍﻝﻤﺎل
ﺍﻝﺒﺸﺭﻱ ﺍﻝﺘﻲ ﻅﻬﺭﺕ ﻓﻲ ﺍﻝﺴﺘﻴﻨﺎﺕ ﺘﺤﺕ ﺃﻋﻤﺎل ﺸﻭﻝﺘﺯ 1961ﻭﺒﻴﻜﺭ ،(1)«1962ﻭﻴﻌﺭﻑ ﺭﺃﺱ ﺍﻝﻤﺎل
ﺍﻝﺒﺸﺭﻱ ﺒﺄﻨﻪ »ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻻﺴﺘﻌﺩﺍﺩﺍﺕ ،ﺍﻝﻤﻌﺎﺭﻑ ،ﺍﻝﻤﻬﺎﺭﺍﺕ ﺍﻝﻜﺎﻤﻨﺔ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ،ﺍﻝﺘﻲ ﻴﻤﻠﻜﻬﺎ ﺍﻷﻓﺭﺍﺩ
ﻭﺍﻝﺘﻲ ﻝﻬﺎ ﺘﺄﺜﻴﺭ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ«) ،(2ﻭﻴﻤﺜل ﻜﺫﻝﻙ »ﻤﺠﻤﻭﻋﺔ ﺍﻝﺨﺼﺎﺌﺹ ﺍﻝﻤﺭﺘﺒﻁﺔ ﺒﺎﻝﻔﺭﺩ...ﺍﻝﺨﺒﺭﺓ
ﺍﻝﺸﻬﺎﺩﺍﺕ ،ﺍﻝﻌﻼﻗﺎﺕ ،ﺍﻝﺼﺤﺔ«).(3
ﻭﺒﻬﺫﺍ ﺘﻜﻭﻥ ﺍﻝﺨﺒﺭﺍﺕ ﻭﺍﻝﻤﻬﺎﺭﺍﺕ ،ﺍﻝﻤﻌﺎﺭﻑ ﺍﻝﻜﺎﻤﻨﺔ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺍﻷﺴﺎﺱ ﻓﻲ ﺘﺸﻜﻴل ﺭﺃﺱ ﺍﻝﻤﺎل
ﺍﻝﺒﺸﺭﻱ ﺍﻝﻘﺎﺒل ﻝﻼﺴﺘﺜﻤﺎﺭ ﻓﻴﻪ.
ﻝﻘﺩ ﺃﺜﺭﺕ ﺍﻝﺘﻐﻴﺭﺍﺕ ﻭﺍﻝﺘﻭﺠﻬﺎﺕ ﺍﻝﻌﺎﻝﻤﻴﺔ ﻋﻠﻰ ﻤﺤﻭﺭ ﺍﻨﺸﻐﺎل ﺍﻹﺩﺍﺭﺓ ﺍﻝﺫﻱ ﺍﻨﺘﻘل ﺇﻝﻰ ﺍﻝﻌﻨﺎﻴﺔ
ﺍﻝﻔﺎﺌﻘﺔ ﺒﺎﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﺒﺎﻋﺘﺒﺎﺭﻩ ﺍﻝﻘﻭﺓ ﺍﻝﺩﺍﻓﻌﺔ ﻭﻤﺼﺩﺭ ﻝﻠﻁﺎﻗﺎﺕ ﺍﻝﻔﻜﺭﻴﺔ ،ﺨﺎﺼﺔ ﻭﺍﻝﺒﻴﺌﺔ ﺍﻝﺨﺎﺭﺠﻴﺔ ﻓﻲ
ﺘﻐﻴﺭ ﻤﺴﺘﻤﺭ ﻤﻥ ﺘﺠﺩﻴﺩ ﺘﻜﻨﻭﻝﻭﺠﻲ ،ﻤﻨﺎﻓﺴﺔ ﺸﺩﻴﺩﺓ ...ﻫﺫﺍ ﻜﻠﻪ ﻴﺒﺭﺯ ﻤﺩﻯ ﺃﻫﻤﻴﺔ ﺍﻝﺘﻭﺠﻪ ﻨﺤﻭ ﺍﻻﺴﺘﺜﻤﺎﺭ
ﻓﻲ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ،ﻓﻨﺠﺩﻫﺎ ﺇﺫﻥ )ﺍﻝﻤﺅﺴﺴﺔ( ﺘﺴﻌﻰ ﺇﻝﻰ ﺘﺜﻤﻴﻥ ﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺒﺸﺭﻴﺔ ﻭﺘﻨﻤﻴﺘﻬﺎ ،ﻭﻴﻌﺩ
)(1
-Charles-Henri Darcimoles, op.cit, P :53.
)(2
-Eric Vatteville, mesure des ressources humaines et gestion de l’entreprise, ed
Economica, Paris, 1985, P :247.
)(3
-Bouhonna Ali, Le Savoir et le capital humaine une combinaison gagnante à l’ère de
l’information.
ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﺩﻭﻝﻲ ﺍﻷﻭل ﺤﻭل ﺍﻝﺘﻨﻤﻴﺔ ﺍﻝﺒﺸﺭﻴﺔ ﻭﻓﺭﺹ ﺍﻻﻨﺩﻤﺎﺝ ﻓﻲ ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ﻭﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺒﺸﺭﻴﺔ ،ﻭﺭﻗﻠﺔ10-9 ،
ﻤﺎﺭﺱ .2004
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﺍﻝﺘﻌﻠﻴﻡ ﺃﺤﺩ ﺍﻷﻭﺠﻪ ﺍﻝﻤﺴﺘﺨﺩﻤﺔ ﻓﻲ ﺫﻝﻙ ﻭﻫﺫﺍ ﻤﺎ ﺭﻜﺯﺕ ﻋﻠﻴﻪ ﻨﻅﺭﻴﺔ ﺭﺍﺱ ﺍﻝﻤﺎل ﺍﻝﺒﺸﺭﻱ ﻝﺸﻭﻝﺘﺯ،
ﻜﻭﻥ ﺍﻝﺘﻌﻠﻴﻡ ﻴﺭﻓﻊ ﻤﻥ ﺍﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺍﻹﺒﺩﺍﻉ ﻓﺘﺤﺴﻴﻥ ﺍﻹﻨﺘﺎﺠﻴﺔ ﻭﻤﻥ ﺜﻡ ﺯﻴﺎﺩﺓ ﺍﻹﻴﺭﺍﺩﺍﺕ ،ﻭﻝﻘﺩ ﺒﻨﻰ
ﺸﻭﻝﺘﺯ ﻨﻅﺭﻴﺘﻪ ﻝﺭﺃﺱ ﺍﻝﻤﺎل ﺍﻝﺒﺸﺭﻱ ﻋﻠﻰ ﺍﻝﻔﺭﻭﺽ ﺍﻝﺘﺎﻝﻴﺔ):(1
-1ﺍﻝﻨﻤﻭ ﺍﻻﻗﺘﺼﺎﺩﻱ ﺍﻝﺫﻱ ﻻ ﻴﻤﻜﻥ ﺘﻔﺴﻴﺭﻩ ﺒﺎﻝﺯﻴﺎﺩﺓ ﻓﻲ ﺍﻝﻤﺩﺨﻼﺕ ﺍﻝﻤﺎﻝﻴﺔ ﻴﺭﺠﻊ ﺃﺴﺎﺴﺎ ﺇﻝﻰ
ﺍﻝﺯﻴﺎﺩﺓ ﻓﻲ ﺍﻝﻤﺨﺯﻭﻥ ﺍﻝﻤﺘﺭﺍﻜﻡ ﻤﻥ ﺍﻝﺭﺃﺱ ﺍﻝﻤﺎل ﺍﻝﺒﺸﺭﻱ.
-2ﻴﻤﻜﻥ ﺘﻔﺴﻴﺭ ﺍﻻﺨﺘﻼﻑ ﻓﻲ ﺍﻹﻴﺭﺍﺩﺍﺕ ﻭﻓﻘﺎ ﻝﻼﺨﺘﻼﻑ ﻓﻲ ﻤﻘﺩﺍﺭ ﺭﺃﺱ ﺍﻝﻤﺎل ﺍﻝﺒﺸﺭﻱ
ﺍﻝﻤﺴﺘﻤﺭ ﻝﻸﻓﺭﺍﺩ.
-3ﻴﻤﻜﻥ ﺘﺤﻘﻴﻕ ﺍﻝﻌﺩﺍﻝﺔ ﻓﻲ ﺍﻝﺩﺨل ﻤﻥ ﺨﻼل ﺯﻴﺎﺩﺓ ﻨﺴﺒﺔ ﺭﺃﺱ ﺍﻝﻤﺎل ﺍﻝﺒﺸﺭﻱ ﺍﻝﺘﻘﻠﻴﺩﻱ.
ﺇﺫﻥ ﺘﻜﻤﻥ ﺍﻝﻐﺎﻴﺔ ﺍﻷﺴﺎﺴﻴﺔ ﻤﻥ ﻋﻤﻠﻴﺔ ﺍﻝﺘﻌﻠﻴﻡ –ﺭﻓﻊ ﺍﻝﻜﻔﺎﺀﺍﺕ -ﻓﻲ ﺍﻝﺒﺤﺙ ﻋﻥ ﺒﻨﺎﺀ ﺍﻝﻘﺩﺭﺓ
ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﺍﻝﺘﻲ ﺘﺸﻜل ﺍﻝﻤﻭﺭﺩ ﺍﻷﺴﺎﺴﻲ ﻓﻲ ﻓﻜﺭ ﻤﺩﺨل ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻭﺒﺎﻋﺘﺒﺎﺭ ﺃﻥ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ
ﻫﻲ ﺍﻝﺭﻜﻴﺯﺓ ﺍﻝﻤﺘﻴﻨﺔ ﻝﻬﺫﻩ ﺍﻝﻘﺩﺭﺓ ﺘﺒﻠﻭﺭ ﺍﻻﻗﺘﻨﺎﻉ ﺍﻝﻜﺎﻤل ﺒﺎﻝﺩﻭﺭ ﺍﻝﺫﻱ ﻴﺅﺩﻴﻪ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻤﻥ ﺨﻼل
ﺨﺼﺎﺌﺼﻪ ﻭﺼﻔﺎﺘﻪ ،ﻓﻬﻭ ﺒﺎﻝﺩﺭﺠﺔ ﺍﻷﻭﻝﻰ ﻁﺎﻗﺔ ﻻ ﻏﻨﻰ ﻋﻨﻬﺎ ﻗﺎﺒﻠﺔ ﻝﻠﺘﺠﺴﻴﺩ ﻓﻲ ﺍﻝﻭﺍﻗﻊ ﺍﻝﻌﻤﻠﻲ ﻤﻥ
ﺨﻼل ﻤﺎ ﺘﻔﺭﺯﻩ ﻤﻥ ﺍﺨﺘﺭﺍﻋﺎﺕ ﻭﺤﺴﻥ ﺍﻝﺘﺴﻴﻴﺭ ...ﻭﻫﺫﺍ ﻤﻘﺘﺭﻥ ﺒﺎﺴﺘﻐﻼل ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺍﺴﺘﻐﻼﻻ
ﺠﻴﺩﺍ ،ﺒﺩﺀﺍ ﺒﺤﺴﻥ ﺍﺨﺘﻴﺎﺭﻩ ،ﺘﻌﻴﻴﻨﻪ ،ﺘﺩﺭﻴﺒﻪ ﺒﺄﺤﺴﻥ ﺍﻝﻁﺭﻕ ،ﻭﺍﻷﻜﺜﺭ ﻤﻥ ﺫﻝﻙ ﺘﺤﻔﻴﺯﻩ ﺒﻤﺨﺘﻠﻑ ﺍﻝﺤﻭﺍﻓﺯ
ﺒﻤﺎ ﻴﺘﻭﺍﻓﻕ ﻭﺩﻭﺍﻓﻌﻪ ﺒﻨﺎﺀ ﻋﻠﻰ ﻤﻨﻬﺞ ﺇﺴﺘﺭﺍﺘﻴﺠﻲ ﺫﺍ ﺼﻠﺔ ﺒﺎﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ* ﺍﻝﻜﻠﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ ،ﻭﺒﻬﺫﺍ ﺘﻀﻤﻥ
ﺍﻝﻤﺅﺴﺴﺔ ﺇﻋﺩﺍﺩﻩ ﻜﻤﺼﺩﺭ ﻝﺘﺤﻘﻴﻕ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ.
)-(1ﻋﺜﻤﺎﻥ ﺒﻭﺯﻴﺎﻥ ،ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ،ﻤﻔﺎﻫﻴﻡ ﻭﺍﺘﺠﺎﻫﺎﺕ ،ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﺩﻭﻝﻲ ﺍﻷﻭل ﺤﻭل ﺍﻝﺘﻨﻤﻴﺔ ﺍﻝﺒﺸﺭﻴﺔ ﻭﻓﺭﺹ ﺍﻻﻨﺩﻤﺎﺝ
ﻓﻲ ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ﻭﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺒﺸﺭﻴﺔ ،ﻭﺭﻗﻠﺔ-10-09 ،ﻤﺎﺭﺱ.2004 ،
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-ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ :ﺇﻥ ﻗﻴﺎﻡ ﺍﻝﻤﺅﺴﺴﺔ ﻴﺘﻁﻠﺏ ﺇﻋﺩﺍﺩ ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺘﻭﻀﺢ ﺍﻝﻁﺭﻴﻕ ﺍﻝﺫﻱ ﻴﻨﺒﻐﻲ ﺃﻥ ﺘﺴﻠﻜﻪ ،ﻓﺎﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ
ﻋﺒﺎﺭﺓ ﻋﻥ ﺘﻔﺎﻋل ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺩﺍﺨﻠﻴﺔ ﻭﺨﺎﺭﺠﻴﺔ ﺫﺍﺕ ﺘﺄﺜﻴﺭ ﺒﺎﻝﻎ ﻓﻲ ﺼﻴﺎﻏﺔ ﺴﻴﺎﺴﺎﺕ ﺍﻝﻤﺅﺴﺴﺔ ،ﺒﻐﻴﺔ ﺘﺤﻘﻴﻕ
ﺍﻷﻫﺩﺍﻑ ﺍﻝﺘﻲ ﺘﺼﺒﻭ ﺇﻝﻴﻬﺎ ،ﻭﻋﻠﻰ ﺍﻝﺼﻌﻴﺩ ﺍﻝﺤﺎﻝﻲ ﻭﻤﻊ ﻅﻬﻭﺭ ﻤﻔﺎﻫﻴﻡ ﻋﺩﺓ ﻜﺎﻝﻘﺩﺭﺓ ﻭﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ،ﻨﺠﺩ ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ
ﻜﻤﻔﻬﻭﻡ ﻗﺩ ﺘﻭﺴﻊ ﻭﺃﺼﺒﺢ ﻴﻨﻅﺭ ﺇﻝﻴﻬﺎ ﻋﻠﻰ ﺃﻨﻬﺎ ﺒﺤﺙ ﻤﺩﺭﻭﺱ ﻝﻭﻀﻊ ﺨﻁﺔ ﻋﻤل ﺘﺅﺩﻱ ﺇﻝﻰ ﺘﻁﻭﻴﺭ ﺍﻝﻘﺩﺭﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ
ﻝﻠﻤﺅﺴﺴﺔ.
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﺍﻻﺴﺘﺜﻤﺎﺭ ﻓﻲ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﻨﻅﺭﺍ ﻝﻠﻭﻋﻲ ﺒﺄﻥ ﺍﻝﻔﻌﺎﻝﻴﺔ ،ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﺍﻝﺭﺒﺤﻴﺔ ﻗﺎﺌﻤﺔ ﻋﻠﻰ ﺃﺴﺎﺱ ﻤﻭﺍﺭﺩ
ﺒﺸﺭﻴﺔ ﻓﻌﺎﻝﺔ ﻜﺄﺼل ﺃﺴﺎﺴﻲ ﻤﻥ ﺃﺼﻭل ﺍﻝﻤﺅﺴﺴﺔ ،ﻝﺫﻝﻙ ﻻ ﺒﺩ ﻤﻥ ﺘﻭﻓﻴﺭ ﺃﺴﺎﻝﻴﺏ ﻭﻭﺴﺎﺌل ﺘﺤﻔﻴﺯ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﺤﺘﻰ ﻴﻤﻜﻥ ﺍﺴﺘﺜﻤﺎﺭ ﻗﺩﺭﺍﺘﻬﻡ ﻭﻤﻭﺍﻫﺒﻬﻡ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻔﺭﺩ ﻋﻠﻰ ﺤﺩ ﺴﻭﺍﺀ.
ﺇﻥ ﺇﻫﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﻝﻠﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺒﻌﺩﻡ ﺘﺩﺭﻴﺒﻪ ﻭﺘﺤﻔﻴﺯﻩ ،ﻜﻤﺎ ﺃﻥ ﻋﺩﻡ ﺇﺸﺭﺍﻜﻪ ﻓﻲ ﺍﺘﺨﺎﺫ
ﺍﻝﻘﺭﺍﺭﺍﺕ ...ﻴﺠﻌل ﻜل ﺫﻝﻙ ﻤﻥ ﺒﻴﺌﺔ ﺍﻝﻌﻤل ﻤﺅﺜﺭﺍ ﺃﺴﺎﺴﻴﺎ ﻋﻠﻰ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﻜل ﻓﺭﺩ ﺒﺎﻝﻤﺅﺴﺴﺔ
ﻓﻴﺤﻤﻠﻬﺎ ﺨﺴﺎﺌﺭ ﻤﺨﺘﻠﻔﺔ ،ﻗﺩ ﻨﺘﺴﺎﺀل ﻋﻥ ﺍﻝﺴﺒﺏ ﻭﻨﺠﺩﻩ ﻜﺎﻤﻥ ﻓﻲ ﻓﺤﻭﻯ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻓﻬﺫﺍ ﺍﻷﺨﻴﺭ
ﻭﻤﺎ ﻴﻤﻠﻜﻪ ﻤﻥ ﻗﺩﺭﺓ ﻋﻠﻰ ﺍﻝﺘﻐﻴﻴﺭ ﻫﻭ ﺍﻝﻤﺴﺅﻭل ﻋﻥ ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻭﺘﻁﺒﻴﻘﻬﺎ ﺍﻝﺘﻲ ﺘﻔﺘﺢ
ﺍﻝﻤﺠﺎل ﺃﻤﺎﻡ ﺍﻝﻤﺅﺴﺴﺔ ﻝﻠﻨﺠﺎﺡ ﻭﺍﻝﺘﻤﻴﺯ ﻋﻥ ﺒﺎﻗﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ،ﻭﻤﻤﺎ ﻻ ﻴﺴﺘﺒﻌﺩ ﺃﻤﺭﻩ ﺃﻨﻬﺎ ﻗﺩ ﺘﺘﺴﺒﺏ ﻓﻲ
ﻤﺸﻜﻼﺕ ﺘﺅﺩﻱ ﺇﻝﻰ ﺍﻝﻀﻌﻑ ﻭﺍﻝﺨﺴﺎﺭﺓ ﺤﺎﻝﺔ ﻓﻘﺩﺍﻥ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﻜﻔﺄﺓ ،ﺃﻭ ﻀﻌﻑ ﺃﺩﺍﺀ ﺇﺩﺍﺭﺓ
ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺒﺴﺒﺏ ﻋﺩﻡ ﻓﻌﺎﻝﻴﺔ ﻁﺭﻕ ﺍﻝﺘﺴﻴﻴﺭ ﺍﻝﻤﻌﺘﻤﺩﺓ ﻭﺇﻥ ﻜﺎﻨﺕ ﻜﻔﺎﻴﺔ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﻤﺎﻝﻴﺔ ﻤﺘﺎﺤﺔ
ﻓﺘﺤﻘﻴﻕ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻤﺭﻫﻭﻥ ﺒﺩﺭﺠﺔ ﻜﺒﻴﺭﺓ ﺒﻜﻔﺎﺀﺓ ﻭﻓﻌﺎﻝﻴﺔ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ.
ﻭﻓﻲ ﺇﻁﺎﺭ ﺘﺤﻠﻴﻠﻪ ﻝﻠﻨﺸﺎﻁﺎﺕ ﺍﻝﺩﺍﺨﻠﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ ﺍﻝﻤﺴﺅﻭﻝﺔ ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺎ ﻋﻥ ﺨﻠﻕ ﺍﻝﻘﻴﻤﺔ ﻭﺒﺎﻝﺘﺎﻝﻲ
ﻋﻥ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻭﻓﻕ ﺃﺴﻠﻭﺏ ﺴﻠﺴﻠﺔ ﺍﻝﻘﻴﻤﺔ ،ﻴﺭﻯ Porterﺃﻥ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻤﺴﺅﻭﻝﺔ ﻋﻥ ﺨﻠﻕ
ﺍﻝﻘﻴﻤﺔ ،ﻭﺃﻥ ﺘﺴﻴﻴﺭﻫﺎ ﻴﺅﺜﺭ ﻋﻠﻰ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻤﻥ ﺨﻼل ﺘﻨﻤﻴﺔ ﺍﻝﻜﻔﺎﺀﺍﺕ ﻭﺘﺤﻔﻴﺯ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ
)-(1ﺍﻝﺸﻴﺦ ﺍﻝﺩﺍﻭﻱ :ﺘﺴﻴﻴﺭ ﺍﻝﻜﻔﺎﺀﺍﺕ ﻭﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ،ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﺩﻭﻝﻲ ﺍﻷﻭل ﺤﻭل ﺍﻝﺘﻨﻤﻴﺔ ﺍﻝﺒﺸﺭﻴﺔ ﻭﻓﺭﺹ ﺍﻻﻨﺩﻤﺎﺝ ﻓﻲ
ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ﻭﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺒﺸﺭﻴﺔ ،ﻭﺭﻗﻠﺔ ،10-09 ،ﻤﺎﺭﺱ.2004 ،
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻝﻘﺩ ﺃﺩﺭﻜﺕ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺃﻥ ﺍﻝﻌﺎﻤل ﺍﻝﻭﺤﻴﺩ ﺍﻝﺫﻱ ﻴﻭﻓﺭ ﻝﻬﺎ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻴﻜﻤﻥ ﻓﻲ ﺍﻝﺜﺭﻭﺓ
ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﺘﻲ ﺘﻤﻠﻜﻬﺎ ،ﻓﻔﻲ ﻅل ﻋﺎﻝﻡ ﺘﺘﺤﺭﻙ ﻓﻴﻪ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ،ﺍﻝﻤﻭﺍﺩ ﺍﻝﺨﺎﻡ ،ﺍﻝﺘﻜﻨﻭﻝﻭﺠﻴﺎ ﺒﺤﺭﻴﺔ ﻋﺒﺭ
ﻤﺨﺘﻠﻑ ﺍﻝﻤﺅﺴﺴﺎﺕ ،ﺃﻭﺠﺩ ﻗﺎﺒﻠﻴﺔ ﺘﺩﺍﻭل ﺃﺼﻭل ﺍﻝﻤﺅﺴﺴﺔ ﻤﻊ ﻤﺜﻴﻼﺘﻬﺎ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻷﺨﺭﻯ ،ﻭﺃﻤﺎﻡ
ﻫﺫﺍ ﻴﺘﻭﻓﺭ ﻋﻨﺼﺭ ﻭﺤﻴﺩ ﻴﻤﻠﻙ ﻗﻭﺓ ﺍﻝﺘﺭﺠﻴﺢ ﺃﻻ ﻭﻫﻭ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺒﻤﺎ ﻴﻤﻠﻜﻪ ﻤﻥ ﻗﺩﺭﺓ ﻋﻠﻰ
ﺍﻹﻨﺘﺎﺝ ،ﺍﻻﺒﺘﻜﺎﺭ ﻭﻤﻥ ﺜﻡ ﺨﻠﻕ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﻀﺎﻓﺔ ﻓﺘﻭﻓﻴﺭ ﻤﻴﺯﺓ ﺘﻨﺎﻓﺴﻴﺔ).(2
ﻝﻘﺩ ﺘﺯﺍﻴﺩﺕ ﺍﻷﻫﻤﻴﺔ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻝﺘﻠﻙ ﺍﻝﻜﻔﺎﺀﺍﺕ ﺃﻤﺎﻡ ﺍﻻﻨﺨﻔﺎﺽ ﺍﻝﻤﺴﺘﻤﺭ ﻝﺘﻜﻠﻔﺔ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ
ﺍﻝﺘﻲ ﺃﺼﺒﺤﺕ ﺴﻠﻌﺔ ﻤﺘﺎﺤﺔ ﻝﻠﺒﻴﻊ ﻭﺍﻝﺸﺭﺍﺀ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﺠﻌﻠﻬﺎ ﻤﺤﺩﺩﺍ ﻏﻴﺭ ﺃﺴﺎﺴﻲ ﻝﻠﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ،
ﻭﺃﺼﺒﺢ ﻤﻘﺎﺒل ﺫﻝﻙ ﺍﻝﻌﻘﻭل ﺍﻝﺫﻜﻴﺔ ﺍﻝﻤﺴﺎﻫﻤﺔ ﻓﻲ ﺍﻝﺘﻐﻴﻴﺭ ﺃﻭﻻ ،ﺍﻹﺒﺩﺍﻉ ،ﺍﻝﺘﺠﺩﻴﺩ ،ﺘﺤﻘﻴﻕ ﺍﻝﺠﻭﺩﺓ ﺍﻝﻌﺎﻝﻴﺔ
ﺜﺎﻨﻴﺎ ،ﺍﻝﻤﺼﺩﺭ ﺍﻝﺠﺩﻴﺩ ﻝﻠﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻤﻥ ﺨﻼل ﺍﻻﺴﺘﺜﻤﺎﺭ ﺍﻝﻔﻌﺎل ﻓﻲ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻓﻌﺎﻝﻡ ﺍﻷﻋﻤﺎل
ﻴﻔﺭﺽ ﻭﺒﻘﻭﺓ ﺍﻋﺘﺒﺎﺭ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻜﻤﺼﺩﺭ ﻝﺘﺤﻘﻴﻕ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻭﻋﺎﻤﻼ ﻤﻬﻤﺎ ﻝﺨﻠﻕ ﺍﻝﻘﻴﻤﺔ ﻤﻥ
ﺨﻼل ﺍﻻﺴﺘﺜﻤﺎﺭ ﻓﻴﻬﺎ.
ﺇﺫﻥ ﺭﻏﻡ ﺍﻝﺘﺤﺩﻴﺎﺕ ﺍﻝﺘﻲ ﺘﻭﺍﺠﻬﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻓﻬﻲ ﻤﻀﻁﺭﺓ ﺇﻝﻰ ﺍﻝﺘﻤﻴﺯ ﻓﻲ ﺍﻷﺩﺍﺀ ،ﻤﻌﺘﻤﺩﺓ ﻓﻲ
)(1
-Porter.M, L’anantage concurrentiel, Dunod, Paris, 1999, P :60.
)-(2ﺃﺸﻭﻙ ﺘﺸﺎﻨﺩﺍ ،ﺸﻠﺒﺎ ﻜﺎﺒﺭﺍ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.10:
)-(3ﻓﺅﺍﺩ ﺍﻝﻘﺎﻀﻲ ،ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ ﺘﺨﻁﻁ ﺍﻻﺴﺘﺜﻤﺎﺭ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﻌﺭﺒﻴﺔ ،ﺍﻝﻤﺅﺘﻤﺭ ﺍﻝﺴﻨﻭﻱ ﺍﻝﺜﺎﻨﻲ ﻝﻠﺘﺩﺭﻴﺏ ،ﻤﺭﻜﺯ
ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ،ﺍﻝﻘﺎﻫﺭﺓ ،1995 ،ﺹ.61:
)-(4ﻋﺒﺩ ﺍﻝﺤﻜﻡ ﺃﺤﻤﺩ ﺍﻝﺨﺯﺍﻤﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺇﻝﻰ ﺃﻴﻥ؟ ﺍﻝﺘﺤﺩﻴﺎﺕ ،ﺍﻝﺘﺠﺎﺭﺏ ،ﺍﻝﺘﻁﻠﻌﺎﺕ ،ﻁ ،1ﺍﻝﻘﺎﻫﺭﺓ،2003 ،
ﺹ.106:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﺫﻝﻙ ﻋﻠﻰ ﻤﺅﺸﺭ ﺘﺤﻭﻴل ﺍﻝﺘﻬﺩﻴﺩﺍﺕ ﺇﻝﻰ ﻓﺭﺹ ﻝﻠﻨﺠﺎﺡ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻭﺇﻝﻰ ﺠﺎﻨﺏ ﻗﻴﺎﻡ ﺍﻹﺩﺍﺭﺓ
ﺒﺎﻝﺘﺨﻁﻴﻁ ﻝﻠﺘﺴﻭﻴﻕ ،ﺍﻹﻨﺘﺎﺝ ﻭﺍﻝﺘﻤﻭﻴل ﻭﺠﺏ ﻋﻠﻴﻬﺎ ﺘﺒﻨﻲ ﺘﺨﻁﻴﻁ ﺍﺴﺘﺭﺍﺘﻴﺠﻲ ﻝﻼﺴﺘﺜﻤﺎﺭ ﻓﻲ ﺍﻝﻤﻭﺭﺩ
ﺍﻝﺒﺸﺭﻱ ﻝﻀﻤﺎﻥ ﺤﺴﻥ ﺍﺨﺘﻴﺎﺭ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﻼﺯﻤﺔ ،ﺘﺤﻘﻴﻕ ﻓﺎﻋﻠﻴﺔ ﺍﻝﺘﺩﺭﻴﺏ ،ﺘﻨﻤﻴﺔ ﺍﻝﻤﻬﺎﺭﺍﺕ
ﻭﺘﻭﺠﻴﻪ ﺍﻝﺴﻠﻭﻙ ﻭﻤﻭﺍﻗﻑ ﺍﻷﻓﺭﺍﺩ ﺇﻝﻰ ﺍﻝﻭﺍﻗﻊ ﺍﻝﻌﻤﻠﻲ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻋﻥ ﻁﺭﻴﻕ ﺘﺤﻔﻴﺯﻫﻡ ﺒﻤﺎ ﻴﻀﻤﻥ ﻝﻬﻡ
ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻬﻡ ﻭﺘﻭﻗﻌﺎﺘﻬﻡ ﺍﻝﻤﺨﺘﻠﻔﺔ.
ﺍﻝﺒﺭﺍﻤﺞ:
-ﺘﺨﻁﻴﻁ ﺍﻝﻌﻤﺎﻝﺔ.
-ﻨﻅﺎﻡ ﺍﻝﺘﺩﺭﻴﺏ.
-ﺍﻷﺠﻭﺭ ﻭﺍﻝﺤﻭﺍﻓﺯ
-ﺘﻘﻴﻴﻡ ﺍﻷﺩﺍﺀ
-ﺍﻝﻨﻘل ﻭﺍﻝﺘﺭﻗﻴﺔ
-ﺍﻷﻤﻥ ﺍﻝﺼﻨﺎﻋﻲ
ﺍﻝﻤﺼﺩﺭ :ﻋﺒﺩ ﺍﻝﺭﺤﻤﻥ ﺘﻭﻓﻴﻕ :ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺍﻻﺴﺘﺜﻤﺎﺭ ﺍﻝﺒﺸﺭﻱ ،ﻤﺭﻜﺯ ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ﺒﻤﻴﻙ ،ﺍﻝﻘﺎﻫﺭﺓ،
،1996ﺹ. 73:
ﺘﻌﺩ ﻋﻤﻠﻴﺔ ﺍﻝﺘﺤﻠﻴل ﺍﻝﺩﺍﺨﻠﻴﺔ ﺍﻝﺘﻲ ﺘﺸﺘﻤل ﻋﻠﻰ ﻫﻴﻜل ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﺜﻘﺎﻓﺔ ﺍﻝﻌﻤل ﻭﺍﻝﻌﻤﻠﻴﺎﺕ...
ﻭﺍﻝﺒﻴﺌﺔ ﺍﻝﺨﺎﺭﺠﻴﺔ ﺍﻝﺘﻲ ﺘﻀﻡ ﺍﻝﻌﻭﺍﻤل ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭﺍﻝﺘﻜﻨﻭﻝﻭﺠﻴﺔ ،ﺍﻝﻤﻨﻁﻠﻕ ﺍﻷﺴﺎﺴﻲ ﻝﺒﺎﻗﻲ
ﺍﻝﺨﻁﻭﺍﺕ ﺍﻷﺨﺭﻯ ﻜﻤﺎ ﻴﻭﻀﺤﻪ ﺍﻝﺸﻜل ﺍﻝﺴﺎﺒﻕ ،ﻓﻌﻠﻰ ﺇﺜﺭ ﺫﻝﻙ ﺍﻝﺘﺤﻠﻴل ﺘﺤﺩﺩ ﺍﻝﻤﺅﺴﺴﺔ ﻨﻘﺎﻁ ﺍﻝﻘﻭﺓ
ﻭﻨﻘﺎﻁ ﺍﻝﻀﻌﻑ ﻤﻥ ﺨﻼل ﺩﺭﺍﺴﺔ ﺍﻝﺒﻴﺌﺔ ﺍﻝﺩﺍﺨﻠﻴﺔ ،ﻭﺍﻝﺜﻨﺎﺌﻴﺔ ﺍﻷﺨﺭﻯ ﺍﻝﻤﺸﺘﻤﻠﺔ ﻋﻠﻰ ﺍﻝﺘﻬﺩﻴﺩﺍﺕ ﻭﺍﻝﻔﺭﺹ
ﺍﻝﺘﻲ ﺘﺴﺘﻨﺒﻁﻬﺎ ﻤﻥ ﺨﻼل ﺘﺤﻠﻴل ﺍﻝﺒﻴﺌﺔ ﺍﻝﺨﺎﺭﺠﻴﺔ ﻝﺘﺘﻀﺢ ﻝﻬﺎ ﺍﻝﺭﺅﻴﺔ ﺒﺸﺄﻥ ﺇﻤﻜﺎﻨﻴﺎﺘﻬﺎ ﻓﻲ ﻤﻌﺎﻝﺠﺔ ﻨﻘﺎﻁ
ﺍﻝﻀﻌﻑ ﻭﻤﻭﺍﺠﻬﺔ ﺍﻝﺘﻬﺩﻴﺩﺍﺕ ،ﻭﻜل ﻫﺫﺍ ﻤﺒﻨﻲ ﻭﻤﺭﺘﺏ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺍﻝﻌﺎﻤﺔ ﻝﻠﻤﺅﺴﺴﺔ
)ﺃﻫﺩﺍﻓﻬﺎ ،ﺃﻏﺭﺍﻀﻬﺎ ،ﺴﻴﺎﺴﺎﺘﻬﺎ (...ﻤﻤﺎ ﻴﻴﺴﺭ ﺘﺤﺩﻴﺩ ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻤﻥ ﺘﺨﻁﻴﻁ
ﺍﻝﻌﻤﺎﻝﺔ ،ﺇﻋﺩﺍﺩ ﻨﻅﺎﻡ ﺍﻝﺘﺩﺭﻴﺏ ،ﻨﻅﺎﻡ ﺍﻷﺠﻭﺭ ﻭﺍﻝﺤﻭﺍﻓﺯ ...ﻭﺒﻌﺩ ﻫﺫﺍ ﺍﻝﻀﺒﻁ ﻝﻤﺨﺘﻠﻑ ﺍﻝﺠﻭﺍﻨﺏ ﺘﺘﻡ
ﻋﻤﻠﻴﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻭﺘﺭﻓﻕ ﻁﻭﺍل ﻤﺩﺘﻬﺎ ﺍﻝﺯﻤﻨﻴﺔ ﺒﻌﻤﻠﻴﺔ ﺍﻝﺭﻗﺎﺒﺔ ،ﻭﺍﻝﺘﻘﻴﻴﻡ ﺒﻌﺩ ﺫﻝﻙ ﻝﺘﻌﻜﺱ ﺒﺼﺩﻕ ﻤﺩﻯ ﻜﻔﺎﺀﺓ
ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻓﻲ ﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ ﻓﻴﺭﺘﻔﻊ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﺫﻱ ﻴﺠﺴﺩﻩ ﺍﻨﺨﻔﺎﺽ ﻤﺅﺸﺭ
ﺍﻝﻐﻴﺎﺏ ﻭﺍﻹﺼﺎﺒﺎﺕ...
ﺇﻥ ﻤﺜل ﻫﺫﻩ ﺍﻝﻌﻤﻠﻴﺔ –ﺍﻝﺘﺨﻁﻴﻁ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻲ ﻝﻼﺴﺘﺜﻤﺎﺭ ﻓﻲ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ -ﻜﻔﻴﻠﺔ ﺒﺘﺤﻘﻴﻕ
ﺍﻝﺘﻜﺎﻤل ﺒﻴﻥ ﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻝﻤﺅﺴﺴﺔ ﻤﻥ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻤﺴﺘﻘﺒﻼ ﻭﺒﻴﻥ ﻤﺨﺘﻠﻑ ﻤﻤﺎﺭﺴﺎﺕ ﺍﻹﺩﺍﺭﺓ ﻓﻲ
ﺨﻀﻡ ﻅﺭﻭﻑ ﺒﻴﺌﻴﺔ ﻤﺘﻐﻴﺭﺓ ،ﻭﻝﻭﻀﻭﺡ ﻤﻌﺎﻝﻡ ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺍﻝﻜﻠﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ ﺩﻭﺭ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻻﺴﺘﺜﻤﺎﺭ
ﺍﻝﺒﺸﺭﻱ ﻝﻨﺘﺎﺌﺠﻪ ﺍﻝﻤﺭﺠﻭﺓ ﻤﻨﻪ ،ﻓﺘﻨﻔﺭﺩ ﺍﻝﻤﺅﺴﺴﺔ ﺒﻤﻴﺯﺓ ﺘﻨﺎﻓﺴﻴﺔ ﻋﻥ ﺒﺎﻗﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻷﺨﺭﻯ.
ﺇﺫﻥ ﺘﺤﻘﻴﻕ ﺍﻝﺘﻤﻴﺯ ﻝﻥ ﻴﺘﻡ ﻤﺎ ﻝﻡ ﺘﻜﻥ ﺍﻝﻤﺅﺴﺴﺔ ﻗﺎﺩﺭﺓ ﻋﻠﻰ ﺘﻭﻓﻴﺭ ﻨﻭﻋﻴﺎﺕ ﺨﺎﺼﺔ ﻤﻥ ﺍﻝﻤﻭﺍﺭﺩ
ﺍﻝﺒﺸﺭﻴﺔ ﺫﺍﺕ ﺍﻝﻤﻬﺎﺭﺍﺕ ﻭﺍﻝﺨﺒﺭﺍﺕ ،ﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺘﻲ ﻴﺼﻌﺏ ﺘﺤﻭﻴﻠﻬﺎ ﻭﺘﻘﻠﻴﺩﻫﺎ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺎﺕ
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﺍﻝﻤﻨﺎﻓﺴﺔ ﻭﺇﻥ ﺍﻋﺘﻤﺩﺕ ﻫﺫﻩ ﺍﻷﺨﻴﺭﺓ ﺃﺤﺴﻥ ﺍﻷﺴﺎﻝﻴﺏ ﻝﻠﺘﺤﻔﻴﺯ ،ﻓﺎﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺒﻜل ﺨﺼﺎﺌﺼﻬﺎ
ﻭﻗﺩﺭﺍﺘﻬﺎ ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺘﺸﺠﻴﻌﻬﺎ ﻭﺘﺤﻔﻴﺯﻫﺎ ﺘﻌﺩ ﻗﺎﻋﺩﺓ ﻤﺘﻴﻨﺔ ﻻﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ،ﻓﻬﺫﻩ ﺍﻷﺨﻴﺭﺓ ﻓﻲ ﻤﻔﻬﻭﻤﻬﺎ
»ﺘﻜﺎﻓﺅ ﻋﻤﻠﻴﺎﺕ ﻤﺅﻝﻔﺔ ﻤﻥ ﻗﺩﺭﺍﺕ ﺒﺸﺭﻴﺔ ﻤﻌﻘﺩﺓ ،ﺩﻴﻨﺎﻤﻴﻜﻴﺔ ﻭﺴﻠﻭﻙ...ﺍﻝﺦ ﺘﺘﻐﻴﺭ ﺒﺎﺴﺘﻤﺭﺍﺭ«) ،(1ﺇﺫﻥ
ﻓﺎﻝﻤﻌﺭﻓﺔ ﺃﻭ ﺒﺎﻷﺤﺭﻯ ﺍﻝﻌﻘﻭل ﺍﻝﺫﻜﻴﺔ ﺘﻤﺜل ﺍﻝﻘﻭﺓ ﺍﻝﺩﺍﻓﻌﺔ ﻝﻠﻤﺅﺴﺴﺔ ﻨﺤﻭ ﺍﻻﺭﺘﻘﺎﺀ ﻭﺍﻝﺘﻤﻴﺯ »ﻓﺎﻝﻤﻌﺭﻓﺔ
ﻜﻤل ﻗﺎل ﻓﺭﺍﻨﺴﻴﺱ ﺒﻴﻜﻭﻥ ﻫﻲ ﺍﻝﻘﻭﺓ«).(2
ﺇﻥ ﻨﺠﺎﺡ ﺍﻝﻤﺅﺴﺴﺔ ﻤﻥ ﻋﺩﻤﻪ ﻴﻘﺎﺱ ﺒﻤﺎ ﺘﻤﻠﻜﻪ ﻤﻥ ﺠﻭﺩﺓ ﻓﻲ ﺭﺃﺱ ﻤﺎﻝﻬﺎ ﺍﻝﺒﺸﺭﻱ ،ﻭﺍﻝﺘﻲ ﺘﺸﻴﺭ
ﺇﻝﻰ ﺍﻝﻜﻡ ﺍﻝﻤﻌﺭﻓﻲ ﻭﺍﻝﻤﻌﻠﻭﻤﺎﺘﻲ ﺍﻝﻤﺘﺭﺍﻜﻡ ﻝﺩﻯ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻓﺈﺫﺍ ﺃﺭﺍﺩﺕ ﺍﻝﺘﻤﻴﺯ ﻤﻥ ﺨﻼل ﻤﻭﺍﺭﺩﻫﺎ
ﺍﻝﺒﺸﺭﻴﺔ ﻓﻲ ﻤﺠﺎل ﺘﻘﺩﻴﻡ ﻤﻨﺘﺞ ﺠﺩﻴﺩ ،ﺍﻤﺘﻼﻙ ﺘﻜﻨﻭﻝﻭﺠﻴﺎ ﺠﺩﻴﺩﺓ ﻭﻓﻲ ﻤﺠﺎل ﺍﻝﺘﻨﺎﻓﺱ ﻓﻲ ﺍﻷﺴﻭﺍﻕ
ﺍﻝﻤﻔﺘﻭﺤﺔ ،ﻭﺠﺏ ﻋﻠﻴﻬﺎ ﺘﻨﻤﻴﺔ ﺭﺃﺱ ﻤﺎﻝﻬﺎ ﺍﻝﺒﺸﺭﻱ ﻜﻭﻨﻪ ﻗﺎﺒل ﻝﻠﺘﻁﻭﺭ ﻭﺍﻝﺨﻠﻕ ﺇﺫﺍ ﻤﺎ ﺸﻌﺭ ﺒﺎﻷﻤﺎﻥ،
ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﺍﻝﻌﺩﺍﻝﺔ ﻓﻲ ﺘﻭﺯﻴﻊ ﺍﻝﺤﻭﺍﻓﺯ )ﺘﻭﺍﻓﻘﻬﺎ ﻤﻊ ﺍﺤﺘﻴﺎﺠﺎﺘﻪ(.
ﻭﻨﻅﺭﺍ ﻝﺘﺒﺎﻴﻥ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻋﻥ ﺒﺎﻗﻲ ﺍﻝﻤﻭﺍﺭﺩ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻤﻥ ﺤﻴﺙ ﺨﺼﺎﺌﺼﻪ ،ﺼﻔﺎﺘﻪ
ﻭﺤﺘﻰ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻴﻪ ،ﻭﺠﺏ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻻﻫﺘﻤﺎﻡ ﺒﻪ ﺒﺩﺀﺍ ﺒﺎﻝﺘﻌﺎﻤل ﻤﻌﻪ ﺒﺩﻻ ﻤﻥ ﺍﻝﻌﻤل ﻋﻥ
ﻁﺭﻴﻘﻪ ،ﻓﺘﻠﺠﺄ ﺍﻝﻤﺅﺴﺴﺔ ﺇﻝﻰ ﻋﻤﻠﻴﺔ ﺍﻝﺘﻌﻠﻴﻡ ﻭﺍﻝﺘﺩﺭﻴﺏ ﻜﺄﺤﺩ ﺭﻜﺎﺌﺯ ﺍﻝﺘﻨﻤﻴﺔ ﻭﺘﻜﻠﻠﻬﺎ ﺒﻌﻤﻠﻴﺔ ﺍﻝﺘﺤﻔﻴﺯ ﺍﻝﺘﻲ
ﺘﺩﻓﻊ ﺍﻝﻔﺭﺩ ﺇﻝﻰ ﺒﺩل ﺍﻝﺠﻬﻭﺩ ﻓﻲ ﺨﺩﻤﺔ ﺍﻝﻬﺩﻑ ﺍﻝﻌﺎﻡ ﺍﻝﺫﻱ ﻴﻀﻤﻥ ﻝﻪ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻪ ،ﻭﻜل ﻫﺫﺍ ﻴﺴﻬﻡ ﻓﻲ
ﺯﻴﺎﺩﺓ ﺍﻝﻤﻌﺎﺭﻑ ﻭﺍﻝﻤﻬﺎﺭﺍﺕ ﺴﻭﺍﺀ ﺍﺭﺘﺒﻁ ﺫﻝﻙ ﺒﻌﻤل ﻤﺤﺩﺩ ﺃﻭ ﻏﻴﺭ ﻤﺤﺩﺩ ،ﻭﻨﺠﺩ ﺍﻝﺘﺩﺭﻴﺏ ﻭﺴﻴﻠﺔ
ﺘﺤﻔﻴﺯﻴﺔ ﺘﺤﻔﺯ ﺍﻷﻓﺭﺍﺩ ﻝﻠﻌﻤل ﺒﻜل ﻓﻌﺎﻝﻴﺔ ،ﻜﻭﻨﻬﺎ ﻭﺴﻴﻠﺔ ﺘﻌﻠﻴﻤﻴﺔ ﺘﺯﻭﺩ ﺍﻝﻔﺭﺩ ﺒﺎﻝﻤﻌﺎﺭﻑ ﺍﻝﺘﻲ ﺘﺯﻴﺩ ﻤﻥ
ﻁﺎﻗﺎﺘﻪ ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﻭﺘﻤﺜل ﺃﺩﺍﺓ ﻓﻨﻴﺔ ﻨﻅﺭﺍ ﻝﻤﺎ ﺘﻤﻨﺤﻪ ﻤﻥ ﺨﺒﺭﺍﺕ ﺇﻀﺎﻓﻴﺔ ﻭﻤﻬﺎﺭﺍﺕ ﺘﻨﻌﻜﺱ ﻋﻠﻰ ﻗﺩﺭﺍﺕ
ﺍﻝﻔﺭﺩ ﺍﻝﺫﻫﻨﻴﺔ ﻭﺍﻝﻴﺩﻭﻴﺔ ،ﻭﺍﻫﻡ ﻤﻥ ﺫﻝﻙ ﻭﺘﻁﺎﺒﻘﺎ ﻤﻊ ﺍﻝﻁﺒﻴﻌﺔ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻴﻌﺩ ﺍﻝﺘﺩﺭﻴﺏ ﺃﺩﺍﺓ ﺴﻠﻭﻜﻴﺔ ﺘﻬﺘﻡ
ﺒﺘﻌﺩﻴل ﺴﻠﻭﻙ ﻭﺘﺼﺭﻓﺎﺕ ﺍﻝﻔﺭﺩ ﺒﻤﺎ ﻴﺘﻼﺀﻡ ﻭﻤﺤﻴﻁ ﺍﻝﻌﻤل ﻓﺘﺩﻓﻊ ﺍﻝﻔﺭﺩ ﺇﻝﻰ ﺇﻋﺎﺩﺓ ﺍﻝﻨﻅﺭ ﻓﻲ ﻋﻼﻗﺎﺘﻪ
ﺒﻤﻥ ﺤﻭﻝﻪ ﻤﻥ ﺯﻤﻼﺀ ﻓﻲ ﺍﻝﻌﻤل ،ﻤﺭﺅﻭﺴﻴﻥ ﻭﺤﺘﻰ ﺍﻝﻌﻤﻼﺀ ،...ﺇﻝﻰ ﺠﺎﻨﺏ ﺫﻝﻙ ﺘﻌﻬﺩ ﺍﻝﻤﺅﺴﺴﺔ ﺇﻝﻰ
ﺘﻐﻴﻴﺭ ﻗﻴﻡ ﻭﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺍﻝﻤﺭﺘﺒﻁﺔ ﺒﺎﻝﻌﻤل ،ﺒﺭﻓﻊ ﺩﺭﺠﺔ ﻭﻻﺌﻬﻡ ﻝﻠﻤﺅﺴﺴﺔ ﻭﺯﻴﺎﺩﺓ ﺩﺍﻓﻌﻴﺘﻬﻡ ﻝﻠﻌﻤل
ﻤﻥ ﺨﻼل ﺍﻝﺘﻌﺎﻤل ﺍﻝﻌﺎﺩل ،ﻭﺘﺤﺴﻴﻥ ﺃﺨﻼﻗﻴﺎﺕ ﻭﺴﻠﻭﻜﻴﺎﺕ ﺍﻝﻌﻤل ،ﻭﺘﻨﻤﻴﺔ ﺭﻭﺡ ﺍﻻﻝﺘﺯﺍﻡ ﻭﺍﻻﺒﺘﻜﺎﺭ ﻝﺩﻴﻬﻡ
ﻜﺘﻨﻤﻴﺔ ﻨﻅﺎﻡ ﺍﻝﺤﻭﺍﻓﺯ ﻤﻥ ﻤﺨﺘﻠﻑ ﺠﻭﺍﻨﺒﻪ ﻝﻴﺘﻼﺀﻡ ﻭﺘﻭﻗﻌﺎﺕ ﻭﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ ،ﻫﺫﺍ ﻤﺎ ﻴﻤﻜﻥ ﺍﻝﻤﺅﺴﺴﺔ
–ﺇﻝﻰ ﺃﺒﻌﺩ ﺤﺩ -ﻤﻥ ﺍﺴﺘﻐﻼل ﻤﺎ ﺃﻤﻜﻥ ﻤﻥ ﻗﺩﺭﺍﺕ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﺍﻝﻤﺘﺎﺡ ﻝﺩﻴﻬﺎ ﻓﻴﺩﻓﻊ ﻨﺤﻭ ﺍﻻﺒﺘﻜﺎﺭ
)-(1ﻨﻴﻠﺯ ﺠﻭﺭﺍﻥ ﻭﺠﺎﻥ ﺭﻭﻯ ﻭﻤﺎﺠﺘﺭﻭﻭﺘﺭ ،ﺍﻷﺩﺍﺀ ﺍﻝﺒﺸﺭﻱ ﺍﻝﻔﻌﺎل ﺒﻘﻴﺎﺱ ﺍﻷﺩﺍﺀ ﺍﻝﻤﺘﻭﺍﺯﻥ ،ﺃﻓﻜﺎﺭ ﻋﺎﻝﻤﻴﺔ ﻤﻌﺎﺼﺭﺓ
ﺘﺭﺠﻤﺔ :ﻋﻼ ﺃﺤﻤﺩ ﺇﺼﻼﺡ ،ﻤﺭﻜﺯ ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ﺒﻤﻴﻙ ،ﺍﻝﻘﺎﻫﺭﺓ ،2003 ،ﺹ.375:
)-(2ﻋﺎﺩل ﺯﺍﻴﺩ ،ﺍﻷﺩﺍﺀ ﺍﻝﺘﻨﻅﻴﻤﻲ ﺍﻝﻤﺘﻤﻴﺯ ،ﺍﻝﻁﺭﻴﻕ ﺇﻝﻰ ﻤﻨﻅﻤﺔ ﺍﻝﻤﺴﺘﻘﺒل ،ﺍﻝﻤﻨﻅﻤﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﺘﻨﻤﻴﺔ ﺍﻹﺩﺍﺭﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ
،2003ﺹ.35:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﺍﻝﺫﻱ ﻴﺴﺘﺩﻋﻲ ﺘﻭﻓﺭ ﺃﻫﻡ ﺍﻝﺩﻋﺎﺌﻡ ﺍﻷﺴﺎﺴﻴﺔ ﺃﻻ ﻭﻫﻲ ﺍﻝﺭﻭﺡ ﺍﻻﺒﺘﻜﺎﺭﻴﺔ.
ﻭﻋﻠﻴﻪ ﻜﺎﻥ ﻝﻤﻌﺭﻓﺔ ﺩﻭﺍﻓﻊ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻭﺘﺤﻔﻴﺯﻩ ﺃﻫﻤﻴﺔ ﺒﺎﻝﻐﺔ ﻭﺠﺏ ﻋﻠﻰ ﺃﻱ ﻤﺅﺴﺴﺔ
ﺇﺩﺭﺍﻜﻬﺎ ﻭﺍﻝﻌﻤل ﻋﻠﻰ ﺒﻠﻭﻏﻬﺎ.
ﺍﻝﻤﺒﺤﺙ ﺍﻝﺜﺎﻨﻲ :ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺩﻭﺍﻓﻊ ﻭﺍﻝﺤﻭﺍﻓﺯ ﻭﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ )ﻋﻤﻠﻴﺔ ﺍﻝﺘﺤﻔﻴﺯ(:
ﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺒﻤﺎ ﻴﻤﻠﻜﻪ ﻤﻥ ﻗﺩﺭﺓ ﻋﻠﻰ ﺍﻝﺘﻐﻴﻴﺭ ﻴﻜﻭﻥ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻠﺒﻨﺔ
ﺍﻷﺴﺎﺴﻴﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﻓﺎﻋﻠﻴﺔ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﻝﻴﺱ ﻫﻨﺎﻙ ﺃﻜﺜﺭ ﻤﻥ ﺘﺸﺨﻴﺹ ﺍﻹﺩﺍﺭﺓ ﻝﻤﺘﻐﻴﺭﺍﺘﻪ ،ﻓﺘﺘﻔﻬﻡ
ﻤﺤﺩﺩﺍﺘﻪ ﺍﻝﻨﻔﺴﻴﺔ ،ﺩﻭﺍﻓﻌﻪ ﻭﻤﺩﻯ ﺭﻏﺒﺘﻪ ﻓﻲ ﺍﻝﻌﻤل ،ﻭﻴﺴﺘﻠﺯﻡ ﺫﻝﻙ ﺘﻁﺒﻴﻘﺎ ﺨﺎﺼﺎ ﻝﻨﺘﺎﺌﺞ ﻋﻠﻡ ﺍﻝﺴﻠﻭﻙ
ﺍﻹﻨﺴﺎﻨﻲ* ﻭﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ** ،ﻭﻴﻨﺒﻐﻲ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﻋﺎﻤﺔ ﻭﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺨﺎﺼﺔ
ﺇﺴﺘﻌﺎﺏ ﻜل ﺃﻭﺠﻪ ﻭﻤﻅﺎﻫﺭ ﻋﻠﻡ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ،ﻁﺎﻝﻤﺎ ﺍﻗﺘﺭﻥ ﺫﻝﻙ ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻭﻓﻲ ﺫﻝﻙ ﻻ
ﻨﻨﺴﻰ ﺘﺄﺜﻴﺭ ﺍﻝﺘﻐﻴﺭ ﺍﻝﺴﺭﻴﻊ ﻝﻠﻌﺎﻝﻡ ﻓﻲ ﺃﻨﻤﺎﻁ ﺴﻠﻭﻙ ﺍﻷﻓﺭﺍﺩ ،ﺍﻝﺫﻱ ﻜﺎﻥ ﻝﻺﻝﻤﺎﻡ ﺒﺠل ﺍﻝﺠﻭﺍﻨﺏ ﺍﻝﻤﺤﻴﻁﺔ
ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺩﺍﺨﻠﻴﺔ ﻜﺎﻨﺕ ﺃﻭ ﺨﺎﺭﺠﻴﺔ ﺩﺭﺠﺔ ﻤﻥ ﺘﺤﻘﻕ ﻓﺎﻋﻠﻴﺔ ﺍﻝﻤﺅﺴﺴﺔ.
-1ﺍﻝﺩﻭﺍﻓﻊ:
ﻝﻘﺩ ﺤﺎﺯ ﻤﻭﻀﻭﻉ ﺍﻝﺩﺍﻓﻌﻴﺔ ﻋﻠﻰ ﻜﺜﻴﺭ ﻤﻥ ﺍﻻﻫﺘﻤﺎﻡ ﻤﻥ ﻗﺒل ﺍﻝﺒﺎﺤﺜﻴﻥ ﻓﻲ ﻤﺠﺎﻻﺕ ﻋﺩﺓ ،ﻜﻌﻠﻡ
ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﻭﻜﺫﺍ ﻋﻠﻡ ﺍﻹﺩﺍﺭﺓ ،ﻋﻠﻰ ﺍﻋﺘﺒﺎﺭﻫﺎ ﺍﻝﻘﺎﻋﺩﺓ ﺍﻝﻤﺘﻴﻨﺔ ﻹﺭﺴﺎﺀ ﻨﻅﻡ ﺴﻠﻴﻤﺔ
ﻝﻠﺤﻭﺍﻓﺯ ،ﻭﺍﻝﻭﺍﺠﺏ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ ﻤﻌﺭﻓﺔ ﺩﻭﺍﻓﻊ ﺍﻷﻓﺭﺍﺩ ﻭﻓﻘﺎ ﻝﻤﺨﺘﻠﻑ ﺍﻝﻤﺅﺜﺭﺍﺕ ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﻨﻔﺴﻴﺔ،
)*(-ﻋﻠﻡ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ :ﻴﺩﺭﺱ ﺍﻝﻔﺭﺩ ﻭﺍﻝﺠﻤﺎﻋﺔ ﻭﺘﻔﺎﻋﻠﻬﻤﺎ ﻤﻊ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺒﻴﺌﺘﻬﺎ ﺍﻝﺩﺍﺨﻠﻴﺔ ﻭﺍﻝﺨﺎﺭﺠﻴﺔ.
)**(-ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ :ﻴﺩﺭﺱ ﺍﻝﻔﺭﺩ ﻤﻥ ﺤﻴﺙ ﻤﻬﺎﺭﺍﺘﻪ ﻭﺍﻝﻤﻭﺍﻗﻑ ﻭﺍﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﺘﻲ ﻴﺘﻤﻴﺯ ﺒﻬﺎ ﻤﺜل :ﺍﻝﺫﻜﺎﺀ
ﺍﻝﻘﺩﺭﺍﺕ ،ﺍﻝﻔﺭﻭﻕ ﺍﻝﻔﺭﺩﻴﺔ ﺒﻴﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﺍﺠﺘﻤﺎﻋﻴﺔ ﻭﺍﻗﺘﺼﺎﺩﻴﺔ ،ﺃﻭ ﻅﺭﻭﻑ ﺫﺍﺕ ﺼﻠﺔ ﺒﻤﺤﻴﻁ ﺍﻝﻌﻤل ﻜﺎﻝﻅﺭﻭﻑ ﺍﻝﻤﺎﺩﻴﺔ ﻭﺍﻝﻨﻔﺴﻴﺔ ...ﻓﺒﺎﻝﻨﻅﺭ ﻝﻜل
ﻫﺫﻩ ﺍﻝﻌﻭﺍﻤل ﻭﻤﻥ ﻤﻨﻁﻠﻕ ﺍﻝﻴﻘﻴﻥ ﺒﺎﺨﺘﻼﻑ ﺍﻷﻓﺭﺍﺩ ،ﻨﺠﺩ ﺍﻝﺩﻭﺍﻓﻊ ﻤﺘﺒﺎﻴﻨﺔ ﻤﻥ ﻓﺭﺩ ﻵﺨﺭ ﺘﺒﻌﺎ ﻝﺤﺎﺠﺎﺘﻪ
ﺍﻝﻨﻔﺴﻴﺔ ،ﺸﺨﺼﻴﺘﻪ ﻭﻁﻤﻭﺤﺎﺘﻪ...ﺍﻝﺦ.
ﻭﻋﻠﻰ ﺃﺴﺎﺱ ﻤﺎ ﺘﻘﺩﻡ ﻨﺒﺭﺯ ﺘﻌﺩﺩ ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﺘﻲ ﺸﻤﻠﺕ ﻤﺼﻁﻠﺢ ﺍﻝﺩﺍﻓﻊ ﻓﻨﺠﺩﻩ ﻴﻤﺜل »ﺤﺎﻝﺔ
ﺩﺍﺨﻠﻴﺔ ...ﺘﹸﻨﺸﻁ ﻭ ﹸﺘُﺤﺭﻙ ﻭﺘﹶﻘﻭﺩ ﻭﺘﹸﻭﺠﻪ ﺍﻝﺴﻠﻭﻙ ﻨﺤﻭ ﺃﻫﺩﺍﻑ«) ،(1ﻭﺘﻤﺜل ﺍﻝﺩﻭﺍﻓﻊ ﻜﺫﻝﻙ »ﺍﻝﻘﻭﻯ
ﺃﻭ ﺍﻝﻁﺎﻗﺎﺕ ﺍﻝﻨﻔﺴﻴﺔ ﺍﻝﺩﺍﺨﻠﻴﺔ ﺍﻝﺘﻲ ﺘﻭﺠﻪ ﻭﺘﻨﺴﻕ ﺘﺼﺭﻓﺎﺕ ﺍﻝﻔﺭﺩ ﻭﺴﻠﻭﻜﻪ ﻓﻲ ﺃﺜﻨﺎﺀ ﺍﺴﺘﺠﺎﺒﺘﻪ ﻝﻠﻤﻭﻗﻑ
ﻭﺍﻝﻤﺅﺜﺭﺍﺕ ﺍﻝﺒﻴﺌﻴﺔ ﺍﻝﻤﺤﻴﻁﺔ ﺒﻪ«) .(2ﻭﺍﻝﺩﺍﻓﻊ ﺭﻏﺒﺔ ﻭﺘﻌﻬﺩ ﺍﻝﻌﺎﻤل ،ﻴﺘﻡ ﺇﻅﻬﺎﺭﻫﺎ ﻓﻲ ﺍﻝﻭﻗﺕ ﺍﻝﻤﻨﺎﺴﺏ
ﺒﺎﻋﺘﺒﺎﺭﻫﺎ ﺠﻬﺩﺍ).(3
ﻤﺎ ﻴﺸﺘﺭﻙ ﻓﻲ ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﻤﻘﺩﻤﺔ ﺃﻥ ﺍﻝﺩﻭﺍﻓﻊ ﺘﻨﺒﻊ ﻤﻥ ﺩﺍﺨل ﺍﻝﻔﺭﺩ ،ﻭﺒﺫﻝﻙ ﺘﺘﻔﺎﻭﺕ ﺩﺭﺠﺘﻬﺎ،
ﻓﺎﻝﺩﻭﺍﻓﻊ ﺍﻝﻘﻭﻴﺔ ﻝﺩﻯ ﺍﻝﻌﺎﻤل ﺘﺩﻓﻌﻪ ﻭﺒﻘﻭﺓ ﻹﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ﻭﻓﻕ ﺴﻠﻭﻙ ﻤﻌﻴﻥ ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﻤﺅﺜﺭﺍﺕ
ﺍﻝﺨﺎﺭﺠﻴﺔ ،ﻝﺩﻯ ﻨﺠﺩﻫﺎ –ﺍﻝﺩﻭﺍﻓﻊ -ﺘﻤﺜل »ﺤﺎﺠﺎﺕ ﻭﻗﻭﻯ ﺩﺍﺨﻠﻴﺔ ﻝﻠﻔﺭﺩ ﺘﺸﻜل ﺃﺴﺎﺴﺎ ﺍﻝﺴﻠﻭﻙ«) .(4ﺫﻝﻙ
ﺍﻝﺴﻠﻭﻙ ﺍﻝﺫﻱ ﻴﺤﻘﻕ ﻝﻠﻔﺭﺩ ﻫﺩﻓﻪ ﻤﻊ ﺍﻻﺴﺘﻌﺎﻨﺔ ﺒﺎﻝﺠﻬﺩ ﻭﺍﻝﻘﻭﺓ ﺍﻝﻤﺘﻭﻓﺭﻴﻥ ﻭﻜﺫﺍ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻨﻅﻴﻤﻴﺔ ﺒﻤﺤﻴﻁ
ﺍﻝﻌﻤل.
ﻭﻨﺠﺩﻫﺎ ﻓﻲ ﺘﻌﺭﻴﻑ ﺁﺨﺭ »ﺘﻤﺜل ﺍﻝﺤﺎﺠﺎﺕ ،ﺍﻝﺭﻏﺒﺎﺕ ﻭﺍﻝﻐﺭﺍﺌﺯ ﺍﻝﺩﺍﺨﻠﻴﺔ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺤﻴﺙ ﺃﻨﻬﺎ
ﺘﺤﺭﻜﻪ ﻨﺤﻭ ﺍﻝﻬﺩﻑ ﺍﻝﻤﺤﺩﺩ ﺴﻭﺍﺀ ﻜﺎﻥ ﺫﻝﻙ ﺒﻭﻋﻲ ﺘﺎﻡ ﺃﻡ ﻻ ﺸﻌﻭﺭﻴﺎ ،ﻓﺎﻝﺩﻭﺍﻓﻊ ﻫﻲ ﺍﻝﻤﺴﺒﺒﺎﺕ ﺍﻝﺩﺍﺨﻠﻴﺔ
ﻝﻠﺴﻠﻭﻙ ﺍﻝﺘﻲ ﺘﺘﻀﻤﻥ ﻗﻴﺎﻡ ﻓﺭﺩ ﻤﺎ ﺒﻌﻤل ﻤﻌﻴﻥ«).(5
ﻝﻘﺩ ﺘﻁﻭﺭﺕ ﺍﻝﻤﻔﺎﻫﻴﻡ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺎﻝﺩﺍﻓﻌﻴﺔ ﻤﻥ ﺍﻻﻓﺘﺭﺍﺽ ﺍﻝﻘﺎﺌل ﺃﻥ ﺍﻝﺩﺍﻓﻌﻴﺔ ﻤﻨﺸﺅﻫﺎ ﺩﺍﺨﻠﻲ ﻴﻨﺒﻊ
)-(1ﺴﻌﺎﺩ ﻨﺎﺌﻑ ﺒﺭﻨﻭﻁﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻁ ،2ﺩﺍﺭ ﻭﺍﺌل ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ ،2004 ،ﺹ344:
)-(2ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻭﺍﻝﺘﻨﻅﻴﻤﻲ ،ﻤﻌﻬﺩ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﺎﻤﺔ ،ﺍﻝﺭﻴﺎﺽ ،ﺍﻝﻘﺎﻫﺭﺓ ، 1995 ،ﺹ.147:
)-(3ﺩﺍﻓﻴﺩ ﻭﻴﺘﻭﻥ ﻭﺘﻴﻡ ﻜﺎﻤﻴﺭﻭﻥ ،ﺍﻹﺩﺍﺭﺓ ﻭﺍﻝﻘﻴﺎﺩﺓ ،ﺍﻝﻌﻼﻗﺎﺕ ،ﺍﻝﺘﻔﺎﻋل ﺍﻹﻴﺠﺎﺒﻲ ،ﺘﺭﺠﻤﺔ ﻤﺤﻤﺩ ﻤﺤﻤﻭﺩ ﻋﺒﺩ ﺍﻝﻌﻠﻴﻡ ،ﻤﺭﻜﺯ
ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ﺒﻤﻴﻙ ،ﺍﻝﻘﺎﻫﺭﺓ ،2001 ،ﺹ.241:
)-(4ﺤﺴﻴﻥ ﺤﺭﻴﻡ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺴﻠﻭﻙ ﺍﻷﻓﺭﺍﺩ ﻭﺍﻝﺠﻤﺎﻋﺎﺕ ﻓﻲ ﻤﻨﻅﻤﺔ ﺍﻷﻋﻤﺎل ،ﺩﺍﺭ ﺍﻝﺤﺎﻤﺩ ﻝﻠﻨﺸﺭ ،ﻋﻤﺎﻥ
ﺍﻷﺭﺩﻥ ،2004 ،ﺹ.108:
)-(5ﺠﻤﺎل ﺍﻝﺩﻴﻥ ﻝﻌﻭﻴﺴﺎﺕ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻭﺍﻝﺘﻁﻭﻴﺭ ﺍﻹﺩﺍﺭﻱ،ﺩﺍﺭ ﻫﻭﻤﺔ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﺍﻝﺠﺯﺍﺌﺭ،2002 ،ﺹ.12:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻤﻥ ﺩﺍﺨل ﺍﻝﻔﺭﺩ ﺫﺍﺘﻪ ،ﻓﻬﻲ ﺃﺴﺒﺎﺏ ﻭﻤﺤﺭﻜﺎﺕ ﺩﺍﺨﻠﻴﺔ ﺇﻝﻰ ﺍﻻﻓﺘﺭﺍﺽ ﺍﻝﺫﻱ ﻴﺭﻯ ﺃﻥ ﺍﻝﺩﻭﺍﻓﻊ ﺘﺘﺄﺜﺭ
ﺒﻌﻭﺍﻤل ﺨﺎﺭﺠﻴﺔ ﻨﺎﺸﺌﺔ ﻤﻥ ﺍﻝﺒﻴﺌﺔ ﺍﻝﻤﺤﻴﻁﺔ ﺒﺎﻝﻔﺭﺩ) ،(1ﻭﻤﺎ ﻨﺭﺍﻩ ﺘﻭﺍﺠﺩ ﺘﻜﺎﻤل ﺒﻴﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺫﺍﺘﻴﺔ
ﻭﺍﻝﺨﺎﺭﺠﻴﺔ ،ﻓﺎﻝﺩﺍﻓﻊ ﺤﺎﻝﺔ ﺸﻌﻭﺭﻴﺔ ﻤﺭﺘﺒﻁﺔ ﺒﺤﺎﺠﺔ ﻤﻌﻴﻨﺔ ﻴﺭﻏﺏ ﺍﻝﻔﺭﺩ ﻓﻲ ﺘﺤﻘﻴﻘﻬﺎ ﻭﻴﺘﺭﻗﺏ ﻤﺎ ﻴﺜﻴﺭﻫﺎ
ﻓﻲ ﺍﺘﺠﺎﻩ ﻤﻌﻴﻥ ﻴﻀﻤﻥ ﻝﻪ ﺇﺸﺒﺎﻋﻬﺎ.
ﺇﻥ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﻤﻌﺎﺼﺭﺓ ﺘﻨﻅﺭ ﺇﻝﻰ ﺃﻥ ﻤﻭﻀﻭﻉ ﺍﻝﺩﻭﺍﻓﻊ ﻋﻠﻰ ﺃﻨﻪ ﻤﻭﻀﻭﻋﺎ ﻤﻌﻘﺩﺍ ﻭﺼﻌﺒﺎ،
ﻫﺫﺍ ﻤﺎ ﻴﺅﻜﺩ ﻝﻨﺎ ﺘﻌﺩﺩ ﺍﻝﻨﻅﺭﻴﺎﺕ* ﻭﺍﻝﻨﻤﺎﺫﺝ ﺍﻝﺘﻲ ﻋﺎﻝﺠﺕ ﻤﻭﻀﻭﻉ ﺍﻝﺩﺍﻓﻌﻴﺔ» ،ﻓﺘﻠﻙ ﺍﻝﻨﻅﺭﻴﺎﺕ ﺘﻬﺘﻡ
ﺒﻤﺴﺒﺒﺎﺕ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻭﻤﻌﻭﻗﺎﺕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻫﻲ ﺒﺫﻝﻙ ﺘﻘﻭﻡ ﻋﻠﻰ ﻓﻜﺭﺓ ﻤﻔﺎﺩﻫﺎ ﺇﻤﻜﺎﻨﻴﺔ
ﺍﻝﺘﻐﻴﻴﺭ ﻤﻥ ﺴﻠﻭﻙ ﺍﻵﺨﺭﻴﻥ ﻓﻲ ﺍﺘﺠﺎﻫﻴﻥ ﺇﻴﺠﺎﺒﻴﻴﻥ ﺃﻭﻝﻬﻤﺎ ﺘﺸﺠﻴﻊ ﺍﻝﺴﻠﻭﻙ ﺍﻝﻤﺭﻏﻭﺏ ﻭﺍﻝﻬﺎﺩﻑ ،ﻭﺍﻝﺜﺎﻨﻲ
ﻤﻨﻊ ﺘﻜﺭﺍﺭ ﺍﻝﺴﻠﻭﻙ ﻏﻴﺭ ﺍﻝﻤﺭﻏﻭﺏ ﻓﻴﻪ«).(2
ﻤﻥ ﺒﻴﻥ ﺍﻝﻨﻅﺭﻴﺎﺕ ﺍﻝﻤﻘﺩﻤﺔ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﺠﺎل ﻨﻅﺭﻴﺔ ﻤﺎﺴﻭ 1943ﺤﻭل ﺍﻝﺘﺩﺭﺝ ﺍﻝﻬﺭﻤﻲ
ﻝﻠﺤﺎﺠﺎﺕ ،ﺇﺫ ﺍﻓﺘﺭﻀﺕ ﺍﻝﻨﻅﺭﻴﺔ ﺃﻥ ﺍﻷﻓﺭﺍﺩ ﻤﻭﺠﻬﻭﻥ ﻷﺩﺍﺀ ﺍﻝﻌﻤل ﺒﺎﻝﺭﻏﺒﺔ ﻓﻲ ﺇﺸﺒﺎﻉ ﻤﺠﻤﻭﻋﺔ ﻤﻥ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﺫﺍﺘﻴﺔ ﺍﻝﺘﻲ ﻗﺴﻤﻬﺎ ﻤﺎﺴﻠﻭ ﺇﻝﻰ ﺨﻤﺴﺔ ﺃﻨﻭﺍﻉ):(3
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ ،ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻷﻤﺎﻥ ،ﺍﻝﺤﺎﺠﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻻﺤﺘﺭﺍﻡ
ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ.
ﻭﺒﻬﺫﺍ ﺍﻝﺘﻘﺴﻴﻡ ﺘﻘﻭﻡ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺈﺸﺒﺎﻉ ﺘﻠﻙ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ ﻜﺎﻝﻤﺄﻜل ،ﺍﻝﻤﺴﻜﻥ ...ﺍﻝﺘﻲ
ﺘﻌﻤل ﻋﻠﻰ ﺤﻔﻅ ﺘﻭﺍﺯﻥ ﺍﻝﻔﺭﺩ ﺠﺴﻤﻴﺎ ﻭﻨﻔﺴﻴﺎ ﻭﺼﻴﺎﻨﺘﻪ ﻝﻀﻤﺎﻥ ﺍﻝﺒﻘﺎﺀ ﻭﺍﻻﺴﺘﻤﺭﺍﺭ ،ﻭﻴﺭﻯ ﻤﺎﺴﻠﻭ ﺃﻨﻬﺎ
ﺤﺎﺠﺎﺕ ﺃﺴﺎﺴﻴﺔ ﺫﺍﺕ ﺩﻭﺭ ﻓﻌﺎل ﻓﻲ ﺩﻓﻊ ﺍﻷﻓﺭﺍﺩ ﺇﻝﻰ ﺍﻝﻌﻤل ،ﺜﻡ ﺘﻀﻤﻥ ﻅﺭﻭﻑ ﻋﻤل ﻤﻨﺎﺴﺒﺔ ﻭﻭﻅﻴﻔﺔ
ﺩﺍﺌﻤﺔ ﻓﺘﺸﺒﻊ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻷﻤﺎﻥ ،ﻭﺘﻠﻴﻬﺎ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ،ﻜﻭﻥ ﺍﻝﻔﺭﺩ ﺍﺠﺘﻤﺎﻋﻲ
ﺒﻁﺒﻌﻪ ،ﻭﻋﺩﻡ ﺇﺸﺒﺎﻉ ﻫﺫﻩ ﺍﻝﺤﺎﺠﺔ ﺴﻴﺘﺭﺘﺏ ﻋﻠﻴﻪ ﻨﻭﻉ ﻤﻥ ﺍﻝﺘﻭﺘﺭ ﻭﻋﺩﻡ ﺍﻝﺘﻭﺍﺯﻥ ،ﺇﻝﻰ ﺠﺎﻨﺏ ﺫﻝﻙ ﻴﺤﺘﺎﺝ
ﺍﻝﻔﺭﺩ ﻝﺘﻘﺩﻴﺭ ﺍﻵﺨﺭﻴﻥ ﻝﻪ ،ﻓﻴﺤﻕ ﺫﺍﺘﻪ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﻝﻘﺩﺭﺍﺕ ،ﺍﻝﻤﻬﺎﺭﺍﺕ ﺍﻝﻤﺘﻭﻓﺭﺓ ﻝﺩﻴﻪ.
)-(1ﺃﺤﻤﺩ ﻋﺎﺩل ﺭﺍﺸﺩ ،ﻤﺫﻜﺭﺍﺕ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ،ﺩﺍﺭ ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﺒﻴﺭﻭﺕ ،1981 ،ﺹ.89:
)*(-ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﻨﻅﺭﻴﺎﺕ ﺍﻝﺩﻭﺍﻓﻊ ﻭﺍﻝﺤﻭﺍﻓﺯ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﺒﺤﺙ ﺴﺘﻜﻭﻥ ﺇﺸﺎﺭﺓ ﺒﺴﻴﻁﺔ ﻭﻤﻭﺠﺯﺓ ﻓﻘﻁ ،ﻭﻴﺘﻡ ﺍﻝﺘﺤﻠﻴل ﺍﻝﻭﺍﺴﻊ
ﻓﻲ ﺍﻝﻔﺼل ﺍﻝﺜﺎﻨﻲ ﺤﺎﻝﺔ ﻤﻌﺎﻝﺠﺔ ﺍﻝﻨﻅﺭﻴﺎﺕ ﺍﻝﻤﻔﺴﺭﺓ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﺠﻨﺒﺎ ﻝﻠﺘﻜﺭﺍﺭ.
)-(2ﺠﻤﺎل ﺍﻝﺩﻴﻥ ﻝﻌﻭﻴﺴﺎﺕ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.11:
)(3
-Jean- Marie Peretti, Ressources humaines et gestion des personnes, 1er édition, libriarie
vuibert, 2002, P :28.
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
-ﺍﻝﺤﺎﺠﺎﺕ ﺍﻷﺴﺎﺴﻴﺔ ﺘﻤﺜل ﺍﻝﻤﺴﺘﻭﻯ ﺍﻷﻭل ،ﻓﺎﻷﻭﻝﻭﻴﺔ ﻝﺘﻠﻙ ﺍﻝﺤﺎﺠﺎﺕ ﺜﻡ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻷﺨﺭﻯ.
ﺇﻝﻰ ﺠﺎﻨﺏ ﻫﺫﺍ ﻨﺠﺩ ﻨﻅﺭﻴﺔ ﻤﻜﻠﻴﻠﻨﺩ ) (Mc Cleland 1961ﺍﻝﺘﻲ ﻋﺭﻓﺕ ﺒﻨﻅﺭﻴﺔ ﺩﺍﻓﻌﻴﺔ
ﺍﻹﻨﺠﺎﺯ ،ﺇﺫ ﺃﺒﺭﺯﺕ ﺃﻥ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﺘﺤﻜﻤﻪ ﺩﻭﺍﻓﻊ ﻋﺩﺓ ﻤﻨﻬﺎ ﺩﺍﻓﻊ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺫﻱ ﻴﻌﺒﺭ ﻋﻥ ﺍﻝﻔﺭﻕ ﺒﻴﻥ
ﻤﺴﺘﻭﻯ ﺍﻝﻁﻤﻭﺡ ﻭﻤﺴﺘﻭﻯ ﺍﻷﺩﺍﺀ ﺍﻝﻔﻌﻠﻲ ،ﻓﻜﻠﻤﺎ ﺘﺒﺎﻋﺩ ﺍﻝﻤﻔﻬﻭﻤﻴﻥ ﺍﻨﺨﻔﺽ ﺍﻝﺩﺍﻓﻊ ﺇﻝﻰ ﺍﻹﻨﺠﺎﺯ ،ﻭﺒﺯﻴﺎﺩﺓ
ﺍﻝﻤﺴﺎﻓﺔ ﺒﻴﻥ ﺍﻝﻤﻔﻬﻭﻤﻴﻥ ﻴﺭﺘﻔﻊ ﺍﻝﺩﺍﻓﻊ ﺇﻝﻰ ﺍﻹﻨﺠﺎﺯ ،ﻭﻓﻲ ﺤﺎﻝﺔ ﺘﻁﺎﺒﻕ ﺍﻝﻤﺴﺘﻭﻴﻴﻥ ﻴﻔﻜﺭ ﺍﻝﻔﺭﺩ ﻓﻲ ﺘﺤﺭﻴﻙ
ﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻪ ﺇﻝﻰ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻷﻋﻠﻰ ﻭﻫﻜﺫﺍ ﻨﺠﺩ ﺍﻝﺩﺍﻓﻊ ﺇﻝﻰ ﺍﻹﻨﺠﺎﺯ ﻤﺴﺘﻤﺭ.
ﻭﻝﻘﺩ ﺃﺒﺭﺯ ﻤﻜﻠﻴﻠﻨﺩ ﺃﻨﻪ ﺜﻤﺔ ﻋﻭﺍﻤل ﺘﺅﺜﺭ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﻁﻤﻭﺡ ﺍﻝﻔﺭﺩ ﻭﺘﻜﻭﻥ ﺒﻤﺜﺎﺒﺔ ﺍﻷﺴﺎﺱ ﻓﻲ
ﺍﺨﺘﻴﺎﺭ ﺍﻝﻔﺭﺩ ﻝﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻪ ﻭﺘﺸﺘﻤل ﻫﺫﻩ ﺍﻝﻌﻭﺍﻤل ﻜل ﻤﻥ ﺍﻝﺨﺒﺭﺓ ﺍﻝﺴﺎﺒﻘﺔ ﻭﺍﻝﻘﺩﺭﺍﺕ ﺍﻝﻔﺭﺩﻴﺔ ).(2
ﻭﺍﻝﻤﻼﺤﻅ ﺃﻥ ﻤﻜﻠﻴﻠﻨﺩ ﻓﻲ ﻨﻅﺭﻴﺘﻪ ﻗﺩ ﺭﻜﺯ ﺃﺴﺎﺴﺎ ﻋﻠﻰ ﺩﺍﻓﻊ ﺍﻹﻨﺠﺎﺯ ﻤﺘﺠﺎﻫﻼ ﺒﺎﻗﻲ ﺍﻝﺩﻭﺍﻓﻊ
ﺍﻷﺨﺭﻯ ،ﻭﺒﻬﺩﺍ ﺘﻔﺴﺭ ﻝﻨﺎ ﺍﻝﻨﻅﺭﻴﺔ ﺃﻥ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﻴﺤﻜﻤﻪ ﺩﺍﻓﻊ ﻭﺍﺤﺩ ،ﻭﻝﻜﻥ ﺍﻝﻁﺒﻴﻌﺔ ﺍﻹﻨﺴﺎﻨﻴﺔ ﺒﺎﻝﺩﺭﺠﺔ
ﺍﻷﻭﻝﻰ ﺘﺨﻠﻕ ﻋﺩﺓ ﺩﻭﺍﻓﻊ ﺘﺤﺭﻙ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ .
ﻭﻨﺠﺩ ﻜﺫﻝﻙ ﻨﻅﺭﻴﺔ ﺍﻝﺘﻭﻗﻊ ﻝﻔﻜﺘﻭﺭ ﻓﺭﻭﻡ 1964 Victor Vroomﺍﻝﺘﻲ ﺘﻨﻅﺭ ﺇﻝﻰ ﺃﻥ ﺍﻝﻔﺭﺩ
ﺴﻭﻑ ﻴﻜﻭﻥ ﺇﻨﺠﺎﺯﻩ ﻤﺭﺘﻔﻌﺎ ﺒﺘﻭﻓﺭ ﺜﻼﺜﺔ ﺸﺭﻭﻁ):(3
ﺇﺫﻥ ،ﺍﻝﺩﻭﺍﻓﻊ ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺤﺎﻝﺔ ﺘﻨﺸﺄ ﻤﻥ ﺍﻝﻬﺩﻑ ،ﻓﻬﻲ ﺘﻤﺜل ﻗﻭﺓ ﺍﻝﺠﺫﺏ ﻨﺤﻭ ﺍﻝﻬﺩﻑ
ﺍﻝﻤﺭﻏﻭﺏ ﻓﻴﻪ ،ﻭﺩﺭﺠﺔ ﺘﻭﻗﻊ ﺍﻝﻔﺭﺩ ﻝﻠﻤﻨﺎﻓﻊ ﺍﻝﺘﻲ ﺴﻴﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ ﺨﻼل ﺠﻬﺩﻩ ﺍﻝﻤﺒﺫﻭل ،ﻭﺘﻌﻁﻰ
ﺒﺎﻝﻌﻼﻗﺔ ﺍﻝﺘﺎﻝﻴﺔ:
)(1
-Claude Lévy-Teboyer, La Motivation dans l’entreprise, Edition d’organisation, 2eme
edition, 2eme Tirage, 2002, P :39.
)-(2ﺃﺤﻤﺩ ﻋﺎﺩل ﺭﺍﺸﺩ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ ﺹ.98 ،97:
)-(3ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.108 ،107:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻭﻋﻠﻴﻪ ﻓﺈﻥ ﻤﻌﺭﻓﺔ ﺩﻭﺍﻓﻊ ﺍﻷﻓﺭﺍﺩ ﻴﻌﺩ ﺒﻤﺜﺎﺒﺔ ﺍﻷﺴﺎﺱ ﻓﻲ ﺘﺤﺩﻴﺩ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﺘﻲ ﺘﻨﺩﺭﺝ ﻀﻤﻥ
ﺇﺤﺩﻯ ﺍﻷﻨﻅﻤﺔ ﺍﻝﺘﻲ ﺘﺘﺒﻨﺎﻫﺎ ﺍﻝﻤﺅﺴﺴﺔ ،ﻓﻤﺎ ﺍﻝﻤﻘﺼﻭﺩ ﺒﺎﻝﺤﻭﺍﻓﺯ ﻭﻤﺎ ﻫﻲ ﺃﻫﻤﻴﺘﻬﺎ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻔﺭﺩ
ﻭﺍﻝﻤﺅﺴﺴﺔ؟
-1-2ﺘﻌﺭﻴﻑ ﺍﻝﺤﻭﺍﻓﺯ
ﺤﺘﻰ ﺘﻨﺠﺢ ﺍﻝﻤﺅﺴﺴﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﺩﺍﺀ ﺠﻴﺩ ﺃﻱ ﻭﻀﻊ ﻜل ﻓﺭﺩ ﻓﻲ ﻤﻜﺎﻨﻪ ﺍﻝﻤﻨﺎﺴﺏ ﻭﺩﻓﻌﻪ ﻨﺤﻭ
ﺍﻝﻌﻤل ﺒﻜل ﻁﺎﻗﺎﺘﻪ ،ﻭﺠﺏ ﻋﻠﻴﻬﺎ ﺇﺜﺎﺭﺓ ﺘﻠﻙ ﺍﻝﺩﻭﺍﻓﻊ ﺍﻝﻜﺎﻤﻨﺔ ﺒﻪ ،ﺒﻤﺎ ﻴﺘﻭﺍﻓﻕ ﻭﺸﺩﺘﻬﺎ ،ﻓﻨﺠﺩ ﺍﻝﻨﻅﺭﻴﺔ
ﺍﻝﺘﻘﻠﻴﺩﻴﺔ ﺃﻭ ﻤﺎ ﻴﻌﺭﻑ ﺒﺎﻝﻨﻤﻭﺫﺝ ﺍﻝﺘﻘﻠﻴﺩﻱ ﻗﺩ ﺍﻋﺘﻘﺩ ﺃﻥ ﺇﺜﺎﺭﺓ ﺍﻝﺩﺍﻓﻊ ﺇﻝﻰ ﺍﻝﻌﻤل ﺃﺴﺎﺴﻪ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ
ﺒﻤﺠﻤل ﺍﻝﻘﻭل ﺃﻥ ﺩﻭﺍﻓﻊ ﺍﻝﻔﺭﺩ ﻤﺎﺩﻴﺔ ﺒﺤﺘﺔ ﻴﺘﻌﻴﻥ ﺇﺸﺒﺎﻋﻬﺎ ﻤﻥ ﺨﻼل ﺤﻭﺍﻓﺯ ﻤﺎﺩﻴﺔ ﺒﺤﺘﺔ ،ﻝﺘﺒﺭﺯ ﺍﻝﻨﻅﺭﺓ
ﺍﻹﻨﺴﺎﻨﻴﺔ ﻓﻲ ﻓﺤﻭﻯ ﺍﻝﻨﻤﻭﺫﺝ ﺍﻹﻨﺴﺎﻨﻲ ﺍﻝﺫﻱ ﺃﺒﺭﺯ ﺫﻝﻙ ﺍﻝﻜﻴﺎﻥ ﺍﻝﺤﻘﻴﻘﻲ ﻝﻠﻔﺭﺩ ﺍﻝﺫﻱ ﻴﺘﻤﺘﻊ ﺒﺎﻹﺭﺍﺩﺓ
ﺍﻝﻤﺸﺎﻋﺭ ،ﺍﻝﻁﻤﻭﺤﺎﺕ ،ﺍﻷﺤﺎﺴﻴﺱ ،ﻭﺩﻭﺍﻓﻊ ﻤﺎﺩﻴﺔ ،ﻨﻔﺴﻴﺔ ﻭﺍﺠﺘﻤﺎﻋﻴﺔ ،ﻫﺫﺍ ﻤﺎ ﺃﻭﺠﺩ ﻀﺭﻭﺭﺓ ﺍﻝﺘﻨﻭﻴﻊ
ﻓﻲ ﺍﻝﺤﻭﺍﻓﺯ ،ﻭﻴﺄﺘﻲ ﺒﻌﺩﻫﺎ ﺍﻝﻨﻤﻭﺫﺝ ﺍﻝﺫﻱ ﺭﻓﹼﻊ ﻤﻥ ﻤﻜﺎﻨﺔ ﺍﻝﻔﺭﺩ ﻭﺃﺒﺭﺯﻩ ﻜﻤﻭﺭﺩ ﺒﺸﺭﻱ ﻫﺎﻡ ﺍﺴﺘﺩﻋﻰ
ﺍﻷﻤﺭ ﺼﻴﺎﻨﺘﻪ ،ﺘﻨﻤﻴﺘﻪ ،ﺘﺸﺠﻴﻌﻪ ﻋﻠﻰ ﺍﻝﺘﺠﺩﻴﺩ ،ﺍﻝﺘﻨﻭﻴﻊ ﻭﺍﻻﺒﺘﻜﺎﺭ ﻤﻊ ﺍﻹﺒﻘﺎﺀ ﻭﻤﻼﺯﻤﺔ ﺍﻝﺘﻨﻭﻴﻊ ﻓﻲ
ﺍﻝﺤﻭﺍﻓﺯ ،ﺍﻝﺘﻲ ﺘﺘﺠﺴﺩ ﻓﺎﻋﻠﻴﺘﻬﺎ ﻜﻠﻤﺎ ﺘﻭﺍﻓﻘﺕ ﻤﻊ ﺍﻝﺩﺍﻓﻊ ﺍﻝﻤﺜﺎﺭ.
ﻭﻋﻠﻴﻪ ﻓﺘﻨﻭﻉ ﺍﻝﺤﻭﺍﻓﺯ ﻭﺘﻌﺩﺩﻫﺎ ﺍﺭﺘﺒﻁ ﺒﺘﻌﺩﺩ ﻭﺠﻬﺎﺕ ﺍﻝﻨﻅﺭ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﻤﻜﺎﻨﺔ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ
ﺒﺎﻝﻤﺅﺴﺴﺔ ﻋﺒﺭ ﻤﺨﺘﻠﻑ ﻤﺭﺍﺤل ﺍﻻﻫﺘﻤﺎﻡ ﺒﻪ ،ﻭﻓﻲ ﺫﻝﻙ ﻨﺠﺩ ﺘﻌﺩﺩ ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﺘﻲ ﺃﺒﺭﺯﺕ ﻓﺤﻭﻯ
ﺍﻝﺤﻭﺍﻓﺯ ،ﻭﺇﻥ ﺘﻌﺩﺩﺕ ﻴﺒﻘﻰ ﺍﻝﻬﺩﻑ ﺍﻝﻤﻨﺸﻭﺩ ﻭﺍﺤﺩ ﺃﻻ ﻭﻫﻭ ﺘﺤﻔﻴﺯ ﺍﻝﻌﺎﻤل ،ﺒﻤﺎ ﻴﻀﻤﻥ ﺘﺤﻘﻕ ﺍﻝﻬﺩﻑ
ﺍﻝﻌﺎﻡ ﻝﻠﻁﺭﻓﻴﻥ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻔﺭﺩ.
ﻝﻘﺩ ﻋﺭﻓﺕ ﺍﻝﺤﻭﺍﻓﺯ ﺒﺄﻨﻬﺎ »ﻤﺠﻤﻭﻋﺔ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺘﺩﻓﻊ ﺍﻝﻔﺭﺩ ﻻﺨﺘﻴﺎﺭ ﺍﻝﺘﺼﺭﻑ ﺍﻝﻤﻨﺎﺴﺏ
ﻝﺘﺤﻘﻴﻕ ﺍﻝﻬﺩﻑ«) ،(1ﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻥ ﺍﻝﻔﺭﺩ ﻴﺭﻏﺏ ﻓﻲ ﺒﻠﻭﻍ ﻫﺩﻑ ﻤﺤﺩﺩ ،ﻓﻬﻭ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﻤﻥ ﻴﺩﻓﻌﻪ
ﻻﺨﺘﻴﺎﺭ ﺘﺼﺭﻑ ﺃﻭ ﺴﻠﻭﻙ ﻤﻨﺎﺴﺏ ﻴﻭﺼل ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺍﻝﻬﺩﻑ ،ﺇﺫﻥ ﻴﺤﻔﺯ ﺍﻝﻔﺭﺩ ﺒﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﻭﺍﻤل
ﺘﻜﻭﻥ ﺩﺍﻓﻌﺔ ﻝﻪ ﻨﺤﻭ ﺘﺤﻘﻴﻕ ﺍﻝﻬﺩﻑ ﺍﻝﻤﺭﺍﺩ ﺒﻠﻭﻏﻪ.
ﻭﺘﻌﺭﻑ ﻜﺫﻝﻙ ﺃﻨﻬﺎ »ﺍﻹﻤﻜﺎﻨﻴﺎﺕ ﺍﻝﻤﺘﺎﺤﺔ ﻓﻲ ﺍﻝﺒﻴﺌﺔ ﺍﻝﻤﺤﻴﻁﺔ ﺒﺎﻹﻨﺴﺎﻥ ﻭﺍﻝﺘﻲ ﻴﻤﻜﻨﻪ ﺍﻝﺤﺼﻭل
)(1
-Alain Meignant, Ressources humains, Deployer la strategie, edition liaisons, SA, Paris,
2000, P :226.
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﻋﻠﻴﻬﺎ ﻭﺍﺴﺘﺨﺩﺍﻤﻬﺎ ﻝﺘﺤﺭﻴﻙ ﺩﻭﺍﻓﻌﻪ ﻨﺤﻭ ﺴﻠﻭﻙ ﻤﻌﻴﻥ ﻭﺃﺩﺍﺌﻪ ﻝﻨﺸﺎﻁ ﺃﻭ ﺃﻨﺸﻁﺔ ﻤﺤﺩﻭﺩﺓ ﺒﺎﻝﺸﻜل
ﻭﺍﻷﺴﻠﻭﺏ ﺍﻝﺫﻱ ﻴﺸﺒﻊ ﺤﺎﺠﺎﺘﻪ ﻭﺘﻭﻗﻌﺎﺘﻪ ﻭﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻪ«) ،(1ﻴﻌﺘﺒﺭ ﻫﺫﺍ ﺍﻝﺘﻌﺭﻴﻑ ﻋﺎﻤﺎ ﻴﻤﺱ ﻜل
ﺇﻨﺴﺎﻥ ،ﻓﻬﻭ ﻤﺤﻔﺯ ﺒﺎﻹﻤﻜﺎﻨﻴﺎﺕ ﺍﻝﻤﺘﻭﻓﺭﺓ ﻓﻲ ﺍﻝﺒﻴﺌﺔ ﺍﻝﻤﺤﻴﻁﺔ ﺒﻪ ،ﻴﺴﺘﺨﺩﻤﻬﺎ ﺒﻤﺎ ﻴﺘﻭﺍﻓﻕ ﻭﻫﺩﻓﻪ.
ﻭﻓﻲ ﺘﻌﺭﻴﻑ ﺁﺨﺭ ﻨﺠﺩﻫﺎ ﺘﻤﺜل» :ﻤﺠﻤﻭﻋﺔ ﺍﻝﻘﻴﻡ ﺍﻝﻤﺎﺩﻴﺔ ﻭﺍﻝﻤﻌﻨﻭﻴﺔ ﺍﻝﻤﻤﻨﻭﺤﺔ ﻝﻠﻌﻤﺎل ﻓﻲ ﻗﻁﺎﻉ
ﻤﻌﻴﻥ ﻭﺍﻝﺘﻲ ﺘﺸﺒﻊ ﺍﻝﺤﺎﺠﺔ ﻝﺩﻴﻬﻡ ،ﻭﺘﻭﺠﻬﻬﻡ ﺇﻝﻰ ﺴﻠﻭﻙ ﻤﻌﻴﻥ«) ،(2ﻓﺎﻝﺘﻌﺭﻴﻑ ﻗﺩ ﺃﻝﻡ ﺒﺎﻝﻨﻭﻋﻴﻥ ﺍﻷﺴﺎﺴﻴﻴﻥ
ﻓﻲ ﺘﺤﻔﻴﺯ ﺍﻷﻓﺭﺍﺩ )ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﻭﺍﻝﻤﻌﻨﻭﻴﺔ( ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﺘﻠﺤﻪ ﺍﻝﻁﺒﻴﻌﺔ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﻓﺎﻝﻔﺭﺩ ﻴﺤﺘﺎﺝ ﺇﻝﻰ
ﺘﺩﻋﻴﻡ ﻤﺎﺩﻱ ﺇﻝﻰ ﺠﺎﻨﺒﻪ ﺍﻝﺘﺩﻋﻴﻡ ﺍﻝﻤﻌﻨﻭﻱ ﻝﻴﻜﺘﻤل ﺍﻝﺘﺤﻔﻴﺯ ﻭﻴﺘﺤﻘﻕ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﺨﺘﻠﻔﺔ.
ﻭﻤﻨﻪ ﻨﺴﺘﻨﺘﺞ ﺃﻥ ﺍﻝﺤﻭﺍﻓﺯ ﻋﻭﺍﻤل ﺨﺎﺭﺠﻴﺔ ﺫﺍﺕ ﺼﻠﺔ ﺒﺒﻴﺌﺔ ﺍﻝﻌﻤل ،ﻫﺩﻑ ﺍﻝﻤﺅﺴﺴﺔ ،ﻤﺤﺘﻭﻯ
ﺍﻝﻌﻤل ...ﺘﻭﻓﺭﻫﺎ ﺍﻹﺩﺍﺭﺓ ﻹﺜﺎﺭﺓ ﺩﻭﺍﻓﻊ ﺍﻝﻌﻤﺎل ﻨﺤﻭ ﺴﻠﻭﻙ ﻤﻭﺠﻪ ﻭﻫﺎﺩﻑ ﻭﻝﻥ ﻴﺘﺤﻘﻕ ﺫﻝﻙ ﻤﺎ ﻝﻡ ﻴﺘﻭﺍﺠﺩ
ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﻨﻭﻉ ﺍﻝﺤﺎﻓﺯ ﻭﺍﻝﺩﺍﻓﻊ ﺍﻝﻤﺜﺎﺭ ،ﻭﻋﻠﻴﻪ ﻻ ﺒﺩ ﺃﻥ ﺘﻜﻭﻥ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻘﺩﻤﺔ ﻫﺎﺩﻓﺔ ﺒﺤﺩ ﺫﺍﺘﻬﺎ ،ﺃﻱ
ﻤﺤﻘﻘﺔ ﻹﺸﺒﺎﻉ ﺭﻏﺒﺎﺕ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺃﻴﻥ ﻴﺘﺠﺴﺩ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻴﺠﺎﺒﻲ ﺍﻝﻔﻌﺎل ،ﻓﻴﺘﺤﻘﻕ ﺍﻝﺘﻭﺍﺯﻥ ﺒﻴﻥ
ﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻝﻔﺭﺩ.
ﻭﻓﻲ ﺫﻝﻙ ﺘﺭﻯ ﺒﻌﺽ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺤﺩﻴﺜﺔ ﺘﻭﻓﺭ ﺸﺭﻭﻁ ﻤﺤﺩﺩﺓ ﻓﻲ ﺘﻘﺭﻴﺭ ﺍﻝﺤﻭﺍﻓﺯ ﻭﺘﻨﻅﻴﻡ
ﺇﺠﺭﺍﺀﺍﺘﻬﺎ ﻭﻫﻲ):(3
-ﻴﺠﺏ ﺃﻥ ﺘﻜﻭﻥ ﺍﻝﺤﻭﺍﻓﺯ ﻋﺎﺩﻝﺔ ﻭﻜﺎﻓﻴﺔ.
-ﻭﻀﻭﺡ ﺍﻝﺴﻴﺎﺴﺔ ﺍﻝﺘﻲ ﺘﻘﺭﻫﺎ ﺍﻹﺩﺍﺭﺓ ﺒﺸﺎﻥ ﻨﻅﺎﻡ ﺍﻝﺤﻭﺍﻓﺯ.
-ﺍﺭﺘﺒﺎﻁﻬﺎ ﻤﺒﺎﺸﺭﺓ ﺒﺎﻝﺠﻬﻭﺩ ﺍﻝﻤﺒﺫﻭﻝﺔ ﺤﺎﻝﺔ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻹﻴﺠﺎﺒﻴﺔ ،ﻭﺒﺎﻝﻤﺨﺎﻝﻔﺎﺕ ﺍﻝﻤﺭﺘﻜﺒﺔ ﻤﻥ ﻁﺭﻑ
ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺤﺎﻝﺔ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﺴﻠﺒﻴﺔ.
-ﺍﺭﺘﻜﺎﺯ ﺍﻝﺤﻭﺍﻓﺯ ﻋﻠﻰ ﺃﺴﺱ ﺃﻭ ﻤﺴﺘﻭﻴﺎﺕ ﻤﻘﺒﻭﻝﺔ.
-ﺍﺭﺘﺒﺎﻁﻬﺎ ﻤﺒﺎﺸﺭﺓ ﺒﺭﺴﺎﻝﺔ ﺍﻝﻤﺅﺴﺴﺔ.
-ﺼﻠﺘﻬﺎ ﺍﻝﻭﺜﻴﻘﺔ ﺒﺎﻝﺩﻭﺍﻓﻊ ،ﺒﻤﻌﻨﻰ ﺘﻭﻓﺭ ﺩﺭﺠﺔ ﻤﻥ ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻨﻬﺎ ﻭﺒﻴﻥ ﺍﻝﺩﺍﻓﻊ ﺍﻝﻤﺜﺎﺭ.
ﻭﻨﻅﺭﺍ ﻷﻫﻤﻴﺔ ﺍﻝﺤﻭﺍﻓﺯ ﻭﻋﻼﻗﺘﻬﺎ ﺍﻝﻭﻁﻴﺩﺓ ﺒﺎﻝﺩﻭﺍﻓﻊ ،ﻗﺩ ﺘﻨﺎﻭﻝﺘﻬﺎ ﻋﺩﺓ ﻨﻅﺭﻴﺎﺕ ﻜﻨﻅﺭﻴﺔ ﺍﻹﺩﺍﺭﺓ
ﺍﻝﻌﻠﻤﻴﺔ ﻋﻠﻰ ﻴﺩ ﻓﺭﻴﺩﻴﺭﻴﻙ ﺘﺎﻴﻠﻭﺭ ﺍﻝﺴﺒﺎﻕ ﻓﻲ ﺍﻝﺤﺩﻴﺙ ﻋﻥ ﺍﻝﺘﺤﻔﻴﺯ ،1911ﺍﻝﺫﻱ ﺭﻜﺯ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ
)-(1ﻤﺤﻤﺩ ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﻴﺎﻏﻲ ،ﺘﻘﻴﻴﻡ ﺍﻝﻤﻭﻅﻑ ﺍﻝﻌﺎﻡ ﻝﻠﺤﻭﺍﻓﺯ ﻓﻲ ﺍﻷﺠﻬﺯﺓ ﺍﻝﺤﻜﻭﻤﻴﺔ ﺍﻻﺭﺩﻨﻴﺔ ،ﺩﺭﺍﺴﺔ ﻤﻴﺩﺍﻨﻴﺔ ﻤﻘﺎﺭﻨﺔ،
ﺍﻝﻤﻨﻅﻤﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻌﻠﻭﻡ ﺍﻹﺩﺍﺭﻴﺔ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ ،1986 ،ﺹ.21:
)-(2ﺼﻼﺡ ﺍﻝﺸﻨﻭﺍﻨﻲ :ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ﻭﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﺩﺍﺭ ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ،ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ ،1970 ،ﺹ.420:
)-(3ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.152:
ﺍﻟﻔﺼﻞ ﺍﻷﻭﻝ............................................................................................ :ﺍﻹﻃﺎﺭ ﺍﻟﻨﻈﺮﻱ ﻟﻌﻤﻠﻴﺔ ﺗﺤﻔﻴﺰ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ
ﺍﻝﻤﺎﺩﻴﺔ ﺩﻭﻥ ﺍﻝﻤﻌﻨﻭﻴﺔ ،ﻭﺃﻥ ﺩﻓﻊ ﺍﻝﻌﻤﺎل ﻝﻠﻌﻤل ﻤﻤﻜﻥ ﺒﺘﺤﻔﻴﺯﻫﻡ ﻤﻥ ﺨﻼل ﺍﻷﺠﻭﺭ ﻭﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﻝﻴﺔ
ERROR: syntaxerror
OFFENDING COMMAND: --nostringval--
STACK:
400
2986
5
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ:
ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ
ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﻋﻠﻴﻪ ﻴﻜﺘﺴﺏ ﻤﻭﻀﻭﻉ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﻫﻤﻴﻪ ﺒﺎﻝﻐﺔ ،ﺇﺫ ﻴﻌﺘﺒﺭ ﻤﺅﺸﺭﺍ ﻴﺴﺘﻨﺩ ﺇﻝﻴﻪ ﻓﻲ ﺘﺤﺩﻴﺩ
ﻤﺴﺘﻭﻯ ﻓﻌﺎﻝﻴﺔ ﺃﺩﺍﺀ ﺍﻷﻓﺭﺍﺩ ،ﻭﻨﻅﺭﺍ ﻻﺭﺘﺒﺎﻁﻪ ﺒﺎﻝﺤﺎﺠﺎﺕ ﻭﻤﺴﺘﻭﻯ ﺍﻹﺸﺒﺎﻉ ﻭﻜﺫﺍ ﻁﻤﻭﺡ ﺍﻷﻓﺭﺍﺩ
ﻭﺩﺍﻓﻌﻴﺘﻬﻡ ،ﻓﻬﻭ ﻴﺘﺼﻑ ﺒﺨﺼﺎﺌﺹ ﺘﻤﻴﺯﻩ ﻋﻥ ﺒﺎﻗﻲ ﺍﻝﻤﻔﺎﻫﻴﻡ ﺍﻷﺨﺭﻯ ﻭﺍﻝﺘﻲ ﻴﻨﺒﻐﻲ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺇﺩﺭﺍﻜﻬﺎ
ﻝﻼﺴﺘﻔﺎﺩﺓ ﻤﻥ ﻨﺘﺎﺌﺠﻬﺎ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻔﺭﺩ ﻭﺍﻝﻤﺅﺴﺴﺔ ﺒﺸﻜل ﻋﺎﻡ .
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻜﺒﺎﻗﻲ ﺍﻝﻤﻔﺎﻫﻴﻡ ﺍﻷﺨﺭﻯ ﻗﺩ ﻋﻭﻝﺞ ﻤﻥ ﻋﺩﺓ ﺒﺎﺤﺜﻴﻥ ﺘﻌﺩﺩﺕ ﻭﺠﻬﺎﺕ ﻨﻅﺭﻫﻡ ﻜل
ﺤﺴﺏ ﺍﻝﺤﻘﺒﺔ ﺍﻝﺯﻤﻨﻴﺔ ﺍﻝﺘﻲ ﻋﺎﻴﺸﻬﺎ ﺒﻅﺭﻭﻓﻬﺎ ﻭﺍﻝﻌﻭﺍﻤل ﺫﺍﺕ ﺍﻝﺼﻠﺔ ﺒﺎﻝﻤﻭﻀﻭﻉ ﺍﻝﺴﺎﺌﺩﺓ ﺁﻨﺩﺍﻙ ،ﻓﻨﺠﺩ ﻤﻥ
ﺍﻝﻨﻅﺭﻴﺎﺕ ﻭﺍﻝﻨﻤﺎﺫﺝ ﺍﻝﻤﻔﺴﺭﺓ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺠﺎﻨﺏ ﺫﻭ ﺼﺒﻐﺔ ﻜﻼﺴﻴﻜﻴﺔ ﺍﻨﻔﺭﺩ ﻓﻲ ﺘﺤﻠﻴﻠﻪ ﻝﺫﻝﻙ ﺍﻝﻤﻔﻬﻭﻡ
ﻤﻥ ﺤﻴﺙ ﻁﺒﻴﻌﺘﻪ ﻭﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻴﻪ ﻭﻓﻕ ﺃﺴﺱ ﻭﻤﻌﺎﻴﻴﺭ ﺨﺎﺼﺔ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻨﺠﺩ ﺘﻠﻙ ﺍﻝﻨﻅﺭﻴﺎﺕ
ﺍﻝﺤﺩﻴﺜﺔ ﺍﻝﺘﻲ ﺍﺭﺘﻜﺯﺕ ﻋﻠﻰ ﻤﺒﺎﺩﺉ ﻤﻤﻴﺯﺓ ﺃﻤﻠﺘﻬﺎ ﻤﺨﺘﻠﻑ ﺍﻝﺘﻐﻴﺭﺍﺕ ﺍﻝﺘﻲ ﺘﺘﻨﺎﻤﻰ ﻭﺒﺎﻷﺨﺹ ﻋﻠﻰ ﻤﺴﺘﻭﻯ
ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻭﻜﻼﻫﻤﺎ ﻗﺩ ﺴﺎﻫﻤﺎ ﻓﻲ ﺘﺭﻙ ﻜﻡ ﻤﻌﺭﻓﻲ ﺫﻭ ﺃﻫﻤﻴﺔ ﻓﻲ ﺍﻝﻤﺠﺎل ﺍﻝﻌﻠﻤﻲ ﻭﻴﺒﻘﻰ ﺍﻝﺩﻭﺭ ﻋﻠﻰ
ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﻬﺎﺩﻓﺔ ﺇﻝﻰ ﺍﻝﺘﻘﺩﻡ ﻓﻲ ﺘﻔﻬﻡ ﻤﺨﺘﻠﻑ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺭﺘﺒﻁﺔ ﻭﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻝﺘﺤﻘﻕ
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺃﻤﺎﻡ ﻫﺫﻩ ﺍﻷﺴﺒﺎﺏ ﻭﻏﻴﺭﻫﺎ ﻗﺩ ﻨﺘﺴﺎﺀل ﻫل ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻋﺒﺎﺭﺓ ﻋﻥ ﺍﺘﺠﺎﻩ ﻤﺴﺘﻘل ﺒﺫﺍﺘﻪ؟ ﻫل
)*(-ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ :ﻴﻬﺩﻑ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ﺇﻝﻰ ﺘﻔﻬﻡ ﺴﻠﻭﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ،ﺴﻭﺍﺀ ﻜﺎﻨﻭﺍ ﺃﻓﺭﺍﺩ ﺃﻭ ﺠﻤﺎﻋﺎﺕ
ﻭﻜﺫﻝﻙ ﺘﻔﺎﻋل ﻫﺫﻩ ﺍﻝﻤﺅﺴﺴﺔ ﻤﻊ ﺒﻴﺌﺘﻬﺎ ﺍﻝﺨﺎﺭﺠﻴﺔ ،ﻭﻤﺎ ﺘﻔﺭﺯﻩ ﻤﻥ ﺘﺄﺜﻴﺭﺍﺕ ﻤﺨﺘﻠﻔﺔ ﺍﻝﺠﻭﺍﻨﺏ ،ﻜﺎﻝﺘﺄﺜﻴﺭ ﺍﻻﻗﺘﺼﺎﺩﻱ
ﺍﻻﺠﺘﻤﺎﻋﻲ ﻭﺍﻝﺜﻘﺎﻓﻲ ...ﻭﻋﻤﻭﻤﺎ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻫﻭ ﺫﻝﻙ ﺍﻝﺘﻔﺎﻋل ﺍﻝﻘﺎﺌﻡ ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ )ﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻥ(
ﻭﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺍﻝﺘﻨﻅﻴﻤﻴﺔ )ﺴﻠﻭﻙ ﺍﻝﻤﺅﺴﺴﺔ ﻀﻤﻥ ﻤﺤﻴﻁ ﻨﺸﺎﻁﻬﺎ(.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻋﺎﻡ ﺃﻡ ﺠﺯﺌﻲ؟ ﻭﺴﻨﺤﺎﻭل ﺍﻹﺠﺎﺒﺔ ﻋﻠﻰ ﺫﻝﻙ ﻓﻲ ﺍﻝﻁﺭﺡ ﺍﻝﻤﻔﺼل ﺍﻝﺘﺎﻝﻲ ﻝﺘﻌﺭﻴﻑ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ.
ﻭﻗﺒل ﺃﻥ ﻨﺘﻨﺎﻭل ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﻤﺨﺘﻠﻔﺔ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻨﺸﻴﺭ ﺇﻝﻰ ﺃﻨﻪ ﺜﻤﺔ ﻋﺩﺓ ﻤﺼﻁﻠﺤﺎﺕ ﺸﺎﻉ
ﺍﺴﺘﺨﺩﺍﻤﻬﺎ ﻝﻠﺘﻌﺒﻴﺭ ﻋﻥ ﺍﻝﻤﺸﺎﻋﺭ ﺍﻝﻨﻔﺴﻴﺔ ﺍﻝﺘﻲ ﻴﺸﻌﺭ ﺒﻬﺎ ﺍﻝﻔﺭﺩ ﺍﺘﺠﺎﻩ ﻋﻤﻠﻪ ،ﻓﻬﻲ ﻤﻥ ﺠﻬﺔ ﺸﺒﻴﻬﺔ ﺒﻤﺼﻁﻠﺢ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻤﺭﺘﺒﻁﺔ ﻭﻤﺘﺩﺍﺨﻠﺔ ﻤﻌﻪ ،ﻓﻨﺠﺩ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ،ﺍﻻﺘﺠﺎﻩ ﺍﻝﻨﻔﺴﻲ ﻨﺤﻭ
ﺍﻝﻌﻤل ،ﻤﻨﺎﺥ ﺍﻝﻌﻤل ﺍﻝﻤﻼﺌﻡ ،....ﻓﺎﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺘﻌﻨﻲ ﺭﻏﺒﺔ ﺍﻝﻔﺭﺩ ﺍﻝﻨﻔﺴﻴﺔ ﻝﺯﻴﺎﺩﺓ ﺇﻨﺘﺎﺠﻴﺎﺘﻪ ،ﻓﺘﻤﺜل ﺫﻝﻙ
ﺍﻻﺴﺘﻌﺩﺍﺩ ﺍﻝﻁﺒﻴﻌﻲ ﻭﺍﻝﻤﻜﺘﺴﺏ ﺍﻝﻤﺴﺎﻫﻡ ﺒﺸﻜل ﻜﺒﻴﺭ ﻓﻲ ﺩﻓﻊ ﺍﻝﻔﺭﺩ ﻝﻠﻤﺸﺎﺭﻜﺔ ﻤﻊ ﺯﻤﻼﺌﻪ ﻓﻲ ﺍﻝﻌﻤل) ،(1ﻭﻓﻲ
ﻀﻭﺀ ﻋﻠﻡ ﺍﻹﺩﺍﺭﺓ ﺘﻌﺭﻑ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺒﺄﻨﻬﺎ »ﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﻔﺭﺩ ﺃﻭ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻝﻤﺠﻤﻭﻋﺔ ﻭﺍﺤﺩﺓ
ﻨﺤﻭ ﺃﺤﻭﺍل ﺒﻴﺌﺘﻬﻡ ﺍﻝﻌﻤﻠﻴﺔ ﻭﻨﺤﻭ ﺘﻌﺎﻭﻨﻬﻡ ﺍﻝﺘﻠﻘﺎﺌﻲ ﻓﻲ ﺤﺩﻭﺩ ﺃﻗﺼﻰ ﻤﺎ ﺘﺘﺴﻊ ﻝﻪ ﻗﺩﺭﺍﺘﻬﻡ ﻝﺼﺎﻝﺢ ﺍﻝﻬﻴﺌﺔ ﺍﻝﺘﻲ
ﻴﻌﻤﻠﻭﻥ ﻓﻴﻬﺎ«) ،(2ﻭﻫﻲ ﺍﻝﺩﺭﺠﺔ ﺍﻝﺘﻲ ﻋﻨﺩﻫﺎ ﻴﺤﻘﻕ ﺍﻝﻔﺭﺩ ﺤﺎﺠﺎﺘﻪ ﻓﻲ ﺇﻁﺎﺭ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻜﻠﻴﺔ ﺍﻝﺘﻲ ﻴﻌﻤل
ﻀﻤﻨﻬﺎ ) ،(3ﺇﺫﻥ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻫﻲ ﺫﻝﻙ ﺍﻝﺘﻌﺒﻴﺭ ﺍﻝﺫﻱ ﻴﺠﺴﺩ ﻤﺸﺎﻋﺭ ﺍﻝﻔﺭﺩ ﺍﺘﺠﺎﻩ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﺅﺩﻴﻪ
ﻭﺍﻝﺫﻱ ﻴﻌﻜﺱ ﻤﺩﻯ ﺭﻏﺒﺘﻪ ﻓﻲ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ﺍﻝﻤﺨﺘﻠﻔﺔ.
ﺃﻤﺎ ﺍﻻﺘﺠﺎﻩ ﺍﻝﻨﻔﺴﻲ ﻨﺤﻭ ﺍﻝﻌﻤل ﻓﻬﻭ ﺨﻠﻴﺔ ﻤﻥ ﺜﻼﺜﺔ ﻋﻨﺎﺼﺭ ﺃﻭﻝﻬﺎ ﺍﻝﻌﻨﺼﺭ ﺍﻝﻤﻌﺭﻓﻲ ﺍﻝﺫﻱ ﻴﺸﺘﻤل
ﻋﻠﻰ ﻤﺨﺘﻠﻑ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﻭﺍﻝﺨﺒﺭﺍﺕ ﻭﺍﻝﺜﻘﺎﻓﺔ ﻭﺍﻝﻌﻨﺼﺭ ﺍﻝﻌﺎﻁﻔﻲ ﺃﻱ ﻤﺸﺎﻋﺭ ﺍﻝﻔﺭﺩ ﺍﻝﺘﻲ ﺘﻅﻬﺭ ﻓﻲ ﺍﺘﺠﺎﻩ
ﻤﻌﻴﻥ ﺴﻠﺒﻲ ﺃﻭ ﺇﻴﺠﺎﺒﻲ ﻜﺎﻝﻜﺭﺍﻫﻴﺔ ﻭﺍﻝﺤﺏ ،ﻭﺃﺨﻴﺭﺍ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺴﻠﻭﻜﻲ ﺍﻝﺫﻱ ﻴﻌﻜﺴﻪ ﺘﺼﺭﻑ ﺍﻝﻔﺭﺩ ﺍﺘﺠﺎﻩ ﻤﺎ
ﻫﻭ ﻤﺤﻴﻁ ﺒﻪ ،ﻓﺎﻻﺘﺠﺎﻩ ﺍﻝﻨﻔﺴﻲ ﻨﺤﻭ ﺍﻝﻌﻤل ﻴﻤﺜل ﻤﺨﺘﻠﻑ ﺍﻝﻤﻌﺘﻘﺩﺍﺕ ﻭﺍﻝﻤﺸﺎﻋﺭ ﻭﺍﻝﺴﻠﻭﻙ ﺍﻝﻤﺘﺒﻨﻰ ﺇﺯﺍﺀ
ﺍﻝﻌﻤل) ،(4ﺍﻝﺫﻱ ﻴﺅﺜﺭ ﻓﻴﻪ ﺒﺸﻜل ﺃﻭ ﺒﺂﺨﺭ ﻤﻨﺎﺥ ﺍﻝﻌﻤل ﺍﻝﻤﺘﻀﻤﻥ ﻤﺠﻤﻭﻋﺔ ﺍﻝﻌﻼﻗﺎﺕ ﻭﺍﻻﺘﺼﺎﻻﺕ ﺍﻝﻘﺎﺌﻤﺔ
ﺒﻴﻥ ﺍﻝﻌﻤﺎل ﻭﺍﻝﻤﺅﺴﺴﺔ ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺍﻹﺠﺭﺍﺀﺍﺕ ﻭﺍﻝﻤﺒﺎﺩﺉ ﻭﺍﻝﻘﻭﺍﻨﻴﻥ ﺍﻝﺘﻲ ﺘﺤﻜﻡ ﺍﻝﻌﻤل ﻭﻴﻠﺘﺯﻡ ﺍﻝﻔﺭﺩ ﺇﻝﻰ ﺤﺩ
ﺒﻌﻴﺩ ﺒﺈﺘﺒﺎﻋﻬﺎ.
ﺇﻥ ﺍﺨﺘﻼﻑ ﻤﺩﻝﻭل ﺍﻝﻤﺼﻁﻠﺤﺎﺕ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﻻ ﻴﺴﺘﺒﻌﺩ ﺇﺸﺎﺭﺘﻬﺎ ﺍﻝﻤﺘﻜﺎﻤﻠﺔ ﻝﻤﺸﺎﻋﺭ ﺍﻝﻔﺭﺩ ﻨﺤﻭ
ﻋﻤﻠﻪ ،ﻓﺈﺤﺴﺎﺱ ﺍﻝﻔﺭﺩ ﺒﺘﻭﻓﺭ ﺍﻝﻌﺩﺍﻝﺔ ﻭﺍﻝﻤﺴﺎﻭﺍﺓ ﻭﺍﻝﻤﻌﺎﻤﻠﺔ ﺍﻝﺠﻴﺩﺓ ﻤﻥ ﻗﺒل ﺍﻷﻁﺭﺍﻑ ﺍﻝﻤﺤﻴﻁﻴﻥ ﺒﻪ ﻴﺠﻌل
ﻤﻥ ﻤﺸﺎﻋﺭﻩ ﺇﻴﺠﺎﺒﻴﺔ ﻨﺤﻭ ﻋﻤﻠﻪ ،ﻓﺤﺎﺠﺎﺕ ﻤﺸﺒﻌﺔ ﻭﻤﻥ ﺜﻡ ﻨﺠﺩﻩ ﺭﺍﺽ ﻭﺭﻭﺤﻪ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻤﺭﺘﻔﻌﺔ ﻭﺍﺘﺠﺎﻫﻪ
)-(1ﻋﺒﺩ ﺍﻝﺭﺤﻤﻥ ﺍﻝﻌﻴﺴﻭﻱ ،ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻹﺩﺍﺭﻱ ،ﻁ ،1ﺩﺍﺭ ﺍﻝﺭﺍﺘﺏ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ ،2004 ،ﺹ.191:
)-(2ﻤﺤﻤﺩ ﺒﻥ ﺍﷲ ﺍﻝﺤﺭﺒﻲ ،ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻭﻋﻼﻗﺘﻬﺎ ﺒﺎﻷﺩﺍﺀ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺈﺩﺍﺭﺓ ﺍﻝﺩﻓﺎﻉ ﺍﻝﻤﺩﻨﻲ ،ﺍﻝﺭﻴﺎﺽ ،ﺭﺴﺎﻝﺔ
ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﺍﻝﺤﻤﺎﻴﺔ ﺍﻝﻤﺩﻨﻴﺔ ،ﺠﺎﻤﻌﺔ ﻨﺎﻴﻑ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻌﻠﻭﻡ ﺍﻷﻤﻨﻴﺔ ﻗﺴﻡ ﺍﻝﻌﻠﻭﻡ ﺍﻝﺸﺭﻁﻴﺔ ،2005 ،ﺍﺭﺠﻊ ﻝﻠﻤﻭﻗﻊ :
http: // www.nauss. eud.sa/nauss/arabic/menu/elibrary/sclette researh/masters/ year2/part1/ps406.htm
)-(3ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ.
)-(4ﻤﺤﻤﺩ ﺴﻌﻴﺩ ﺃﻨﻭﺭ ﺴﻠﻁﺎﻥ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﺔ ﺍﻝﺠﺩﻴﺩﺓ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،2003 ،ﺹ.192 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻝﻘﺩ ﺘﻌﺩﺩﺕ ﺍﻝﺘﻌﺎﺭﻴﻑ ﻭﺘﺒﺎﻴﻨﺕ ﻓﻲ ﺇﺒﺭﺍﺯ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺫﺍﺕ ﺍﻝﺼﻠﺔ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﻨﺠﺩﻩ ﻴﺸﻴﺭ
ﺇﻝﻰ »ﻤﺠﻤﻭﻋﺔ ﺍﻝﻤﺸﺎﻋﺭ ﺍﻝﻭﺠﺩﺍﻨﻴﺔ ﺍﻝﺘﻲ ﻴﺸﻌﺭ ﺒﻬﺎ ﺍﻝﻔﺭﺩ ﻨﺤﻭ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﺸﻐﻠﻪ ،ﻓﻘﺩ ﺘﻜﻭﻥ ﺇﻴﺠﺎﺒﻴﺔ
ﺃﻭ ﺴﻠﺒﻴﺔ ،ﻭﺘﻌﺒﺭ ﻋﻥ ﻤﺩﻯ ﺍﻹﺸﺒﺎﻉ ﺍﻝﺫﻱ ﻴﺘﺼﻭﺭ ﺍﻝﻔﺭﺩ ﺃﻨﻪ ﻴﺤﻘﻘﻪ ﻤﻥ ﻋﻤﻠﻪ«).(1
ﻓﺤﺴﺏ ﻤﺎ ﺠﺎﺀ ﺒﻪ ﺍﻝﺘﻌﺭﻴﻑ ﻨﺠﺩ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﻤﺜل ﺴﻠﻭﻜﺎ ﻀﻤﻨﻴﺎ ﻴﻜﻤﻥ ﻓﻲ ﻭﺠﺩﺍﻥ ﺍﻝﻔﺭﺩ
ﻜﻤﺎ ﻗﺩ ﻴﺒﺭﺯ ﻓﻲ ﺴﻠﻭﻜﻪ ﺍﻝﺨﺎﺭﺠﻲ ﻫﺫﺍ ﻤﻥ ﺠﻬﺔ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻗﺩ ﺘﻜﻭﻥ ﻤﺸﺎﻋﺭﻩ ﺇﻴﺠﺎﺒﻴﺔ ﺃﻭ ﺴﻠﺒﻴﺔ
ﺘﻭﺍﻓﻘﺎ ﻤﻊ ﺩﺭﺠﺔ ﺍﻹﺸﺒﺎﻉ ﺍﻝﺘﻲ ﺘﺼﻭﺭﻫﺎ ﺍﻝﻔﺭﺩ ﻤﻥ ﻋﻤﻠﻪ.
ﺃﻤﺎ ﺒﻭﺭﺘﺭ Porterﻴﺫﻜﺭ» :ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﺘﺤﺩﺩ ﺒﺘﺄﺜﻴﺭ ﺍﻝﻌﻭﺍﺌﺩ ﺍﻝﺘﻲ ﻴﺤﺼل ﻋﻠﻴﻬﺎ ﺍﻝﻌﺎﻤل
ﻤﻥ ﻋﻤﻠﻪ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ﻭﻤﺎ ﺘﺤﻘﻕ ﻝﻪ ﻤﻥ ﺇﺸﺒﺎﻋﺎﺕ ﻭﻜﺫﺍ ﺇﺩﺭﺍﻜﻪ ﻝﻌﺩﺍﻝﺔ ﻫﺫﻩ ﺍﻝﻌﻭﺍﺌﺩ«).(2
ﺤﺴﺏ ﻫﺫﺍ ﺍﻝﺘﻌﺭﻴﻑ ﻨﺠﺩ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻗﺎﺌﻡ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻝﻌﻭﺍﺌﺩ ﻭﻤﺩﻯ ﺇﺸﺒﺎﻋﻬﺎ ﻝﻠﺤﺎﺠﺎﺕ
ﺍﻝﻤﻁﻠﻭﺒﺔ ﻤﻥ ﺍﻝﻔﺭﺩ ﻭﺩﺭﺠﺔ ﺇﺩﺭﺍﻙ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻝﻌﺩﺍﻝﺘﻬﺎ ،ﺇﺫﻥ ﻴﺘﺤﺩﺩ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻓﻘﺎ ﻝﻤﺎ ﻴﻠﻲ:
-1ﻤﻘﺩﺍﺭ ﺍﻹﺸﺒﺎﻉ ﺍﻝﺫﻱ ﻴﺤﺼل ﻋﻠﻴﻪ ﺍﻝﻔﺭﺩ ﻤﻥ ﺨﻼل ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﻘﻭﻡ ﺒﻪ.
-2ﺩﺭﺠﺔ ﺇﺩﺭﺍﻙ ﺍﻝﻔﺭﺩ ﻝﻌﺩﺍﻝﺔ ﺍﻝﻌﻭﺍﺌﺩ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻤﻭﺼﻠﺔ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺍﻹﺸﺒﺎﻉ
ﺍﻝﺫﻱ ﺘﻠﺤﻪ ﺍﻝﺤﺎﺠﺎﺕ.
ﻓﺒﺘﻭﺍﻓﻕ ﻜﻼ ﻤﻥ ﺍﻝﻌﻭﺍﺌﺩ ﺍﻝﻤﺤﺼل ﻋﻠﻴﻬﺎ ﻭﺘﻭﻗﻌﺎﺕ ﺍﻝﻔﺭﺩ ﺍﺘﺠﺎﻫﻬﺎ ﻴﺤﺩﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﺒﺴﻘﻭﻁ
ﺸﺭﻁ ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﺍﻝﻌﻭﺍﺌﺩ ﻭﺍﻝﺘﻭﻗﻌﺎﺕ ﺍﻝﺼﺎﺩﺭﺓ ﻤﻥ ﺍﻝﻔﺭﺩ ﻨﺠﺩ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻏﻴﺭ ﺭﺍﺽ ﻭﻗﺩ ﻴﺴﻠﻙ ﺴﻠﻭﻙ
ﻏﻴﺭ ﻤﺭﻏﻭﺏ ﻓﻴﻪ ﺇﺫﻥ:
ﻭﻓﻲ ﻨﻔﺱ ﺍﻝﺴﻴﺎﻕ ﻴﻌﺭﻑ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺄﻨﻪ»ﺃﺤﺩ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻝﻨﺎﺘﺠﺔ ﻋﻥ ﻤﺩﻯ ﻗﺼﺭ
ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ﻝﻤﻘﺎﺒﻠﺔ ﺇﺩﺭﺍﻙ ﺍﻝﻌﺎﻤل ﻝﻌﺩﺍﻝﺔ ﻤﺴﺘﻭﺍﻫﺎ ،ﻓﺎﻝﻌﺎﻤل ﻴﻜﻭﻥ ﺭﺍﻀﻴﺎ ﻋﻨﺩ ﻤﺎ ﺘﻘﺎﺒل ﺍﻝﻤﻜﺎﻓﺄﺓ ﻫﺫﺍ
ﺍﻹﺩﺭﺍﻙ ،ﻭﻴﻜﻭﻥ ﻏﻴﺭ ﺭﺍﺽ ﻋﻨﺩﻤﺎ ﺘﻜﻭﻥ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ﺍﺩﻨﻲ ﻤﻥ ﺇﺩﺭﺍﻜﻪ ﻝﻌﺩﺍﻝﺘﻬﺎ ،ﻓﺭﺩﻭﺩ ﺃﻓﻌﺎل ﺍﻝﻌﺎﻤل
ﻭﻤﻭﺍﻗﻔﻪ ﺍﺘﺠﺎﻩ ﺍﻝﻌﻤل ﺘﺘﻭﻗﻑ ﻤﻨﻬﺎ ﻋﻠﻰ ﻫﺫﻩ ﺍﻷﻫﻤﻴﺔ ﻤﻥ ﺨﻼل ﻤﺘﻐﻴﺭ ﻭﺴﻴﻁ ﻫﻭ ﺍﻝﻌﺎﺌﺩ ﺍﻝﺫﻱ ﻴﺴﺘﺨﺩﻤﻪ
)-(1ﻤﺤﻤﺩ ﺤﺎﻓﻅ ﺤﺠﺎﺯﻱ ،ﺩﻋﻡ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﻁ ،1ﺩﺍﺭ ﺍﻝﻭﻓﺎﺀ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ،2006 ،
ﺹ.97 ،96:
)-(2ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﺍﻷﺴﺱ ﺍﻝﺴﻠﻭﻜﻴﺔ ﻭﺃﺩﻭﺍﺕ ﺍﻝﺒﺤﺙ ﺍﻝﻌﻠﻤﻲ ،ﺩﺍﺭ ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻁﺒﺎﻋﺔ
ﻭﺍﻝﻨﺸﺭ ،ﺒﻴﺭﻭﺕ ،1986 ،ﺹ.60:
-47-
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺍﻝﻔﺭﺩ ﻹﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ،ﻭﻴﺅﺜﺭ ﻫﺫﺍ ﺍﻝﻤﺘﻐﻴﺭ ﻋﻠﻰ ﺍﻝﺘﻭﻗﻌﺎﺕ ﺍﻝﻤﺴﺘﻘﺒﻠﻴﺔ ﻝﻠﻔﺭﺩ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺎﻵﺜﺎﺭ ﺍﻝﻤﺘﺭﺘﺒﺔ
ﻋﻠﻰ ﺒﺩﻝﻪ ﻝﻠﺠﻬﺩ ﻓﻲ ﺍﻝﻌﻤل«).(1
ﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎ ﺫﻜﺭ ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﺍﻝﻌﻭﺍﺌﺩ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻤﺘﻐﻴﺭ ﺍﻷﺴﺎﺴﻲ ﻓﻲ ﺤﺩﻭﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﻥ
ﻋﺩﻤﻪ ،ﻭﺫﻝﻙ ﺤﺴﺏ ﺍﻝﺘﻘﻴﻴﻡ ﺍﻝﺫﻱ ﻴﺠﺭﻴﻪ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺒﻴﻥ ﻗﻴﻤﺔ ﻤﺎ ﻴﺘﺤﺼل ﻋﻠﻴﻪ ﻓﻲ ﺸﻜل ﻋﻭﺍﺌﺩ ﻭﺘﻭﻗﻌﺎﺘﻪ
ﺍﺘﺠﺎﻫﻬﺎ.
ﺇﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﻌﺎﺌﺩ ﻭﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﺒﻘﻰ ﻨﺴﺒﻴﺔ -ﺇﻝﻰ ﺤﺩ ﻤﺎ -ﻗﺎﺌﻤﺔ ﻋﻠﻰ ﻓﻜﺭﺓ ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ
ﺍﻝﻌﻭﺍﺌﺩ ﻭﺘﻭﻗﻌﺎﺕ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﺇﺫﻥ ﻻ ﻴﻜﻔﻲ ﺍﻝﺤﻜﻡ ﻋﻠﻰ ﻓﻌﺎﻝﻴﺔ ﻫﺫﺍ ﺍﻝﻤﺘﻐﻴﺭ )ﺍﻝﻌﺎﺌﺩ( ﻝﻭﺤﺩﻩ ﻓﻲ ﺘﺤﻘﻴﻕ
ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ،ﻓﻬﺫﺍ ﺍﻷﺨﻴﺭ ﺒﺤﻜﻡ ﻁﺒﻴﻌﺘﻪ ﺍﻹﻨﺴﺎﻨﻴﺔ ﺘﺤﻜﻤﻪ ﻋﻭﺍﻤل ﻋﺩﺓ ﻤﻨﻬﺎ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺒﻴﺌﻴﺔ ،ﺩﺭﺠﺔ
ﺘﻜﻴﻔﻪ ﻤﻊ ﻤﺤﻴﻁ ﺍﻝﻌﻤل ﻭﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻪ ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺫﺍﺕ ﺍﻝﺘﺄﺜﻴﺭ ﺍﻝﻤﺒﺎﺸﺭ ﻭﻏﻴﺭ ﺍﻝﻤﺒﺎﺸﺭ ﻋﻠﻴﻪ.
ﻝﻘﺩ ﻋﺭﻑ ﻫﻭﺒﻭﻙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺄﻨﻪ »ﻋﺒﺎﺭﺓ ﻋﻥ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺎﻝﻅﺭﻭﻑ ﺍﻝﻨﻔﺴﻴﺔ
)(2
،ﻓﻴﺭﻀﻰ ﺍﻝﻔﺭﺩ ﺤﺎﻝﺔ ﻭﺍﻝﻤﺎﺩﻴﺔ ﻭﺍﻝﺒﻴﺌﺔ ﺍﻝﺘﻲ ﺘﺴﻬﻡ ﻤﺘﻀﺎﻓﺭﺓ ﻓﻲ ﺨﻠﻕ ﺍﻝﻭﻀﻊ ﺍﻝﺫﻱ ﻴﺭﻀﻰ ﺒﻪ ﺍﻝﻔﺭﺩ«
ﺘﻭﻓﺭ ﺍﻝﻤﻌﺎﻤﻠﺔ ﺍﻝﺠﻴﺩﺓ ﻤﻥ ﺍﻝﻤﺸﺭﻑ ﻭﺍﻝﺯﻤﻼﺀ ،ﻭﺘﻭﻓﺭ ﻜل ﻤﻥ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻤﺴﺎﻋﺩﺓ ﻋﻠﻰ ﺍﻝﻌﻤل ﻭﺍﻝﻌﻭﺍﺌﺩ
ﺍﻝﺘﻲ ﻴﺤﺼل ﻋﻠﻴﻬﺎ ،ﻓﺒﺘﻔﺎﻋل ﻫﺫﻩ ﺍﻝﺠﻤﻠﺔ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﻬﺘﻤﺔ ﺒﺎﻝﻭﻀﻊ ﺍﻝﻨﻔﺴﻲ ﻭﺍﻝﻤﺎﺩﻱ ﻴﺘﺤﻘﻕ ﺫﻝﻙ
ﺍﻻﺭﺘﻴﺎﺡ ﻭﺴﻌﺎﺩﺓ ﺍﻝﻔﺭﺩ ﻓﻲ ﻭﻅﻴﻔﺘﻪ.
ﻭﻨﺠﺩ ﻓﻲ ﺘﻌﺭﻴﻑ ﺃﺨﺭ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ» :ﻫﻭ ﺍﻝﺸﻌﻭﺭ ﺍﻝﻨﻔﺴﻲ ﺒﺎﻝﻘﻨﺎﻋﺔ ﻭﺍﻻﺭﺘﻴﺎﺡ ﺃﻭ ﺍﻝﺴﻌﺎﺩﺓ
ﻹﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﻭﺍﻝﺭﻏﺒﺎﺕ ﻭﺍﻝﺘﻭﻗﻌﺎﺕ ﻤﻥ ﺍﻝﻌﻤل ﻨﻔﺴﻪ )ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل( ﻭﺒﻴﺌﺔ ﺍﻝﻌﻤل ،ﻤﻊ ﺍﻝﺜﻘﺔ ﻭﺍﻝﻭﻻﺀ
ﻭﺍﻻﻨﺘﻤﺎﺀ ﻝﻠﻌﻤل ،ﻭﻤﻊ ﺍﻝﻌﻭﺍﻤل ﻭﺍﻝﻤﺅﺜﺭﺍﺕ ﺍﻝﺒﻴﺌﻴﺔ ﺍﻝﺩﺍﺨﻠﻴﺔ ﻭﺍﻝﺨﺎﺭﺠﻴﺔ ﺫﺍﺕ ﺍﻝﻌﻼﻗﺔ«).(3
ﺇﻥ ﺩﺭﺠﺔ ﺍﻝﺘﻜﻴﻑ ﺘﺨﺘﻠﻑ ﻤﻥ ﻓﺭﺩ ﻵﺨﺭ ،ﻫﺫﺍ ﻤﺎ ﻴﺴﺎﻫﻡ ﻓﻲ ﺇﺒﺭﺍﺯ ﺩﺭﺠﺎﺕ ﺍﻝﺭﻀﺎ ﻓﻲ ﺠﻭﺍﻨﺏ ﺍﻝﻌﻤل
ﺍﻝﻤﺨﺘﻠﻔﺔ ،ﻓﺎﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻭﺠﺏ ﻋﻠﻴﻪ ﻤﻌﺭﻓﺔ ﺇﺠﺭﺍﺀﺍﺕ ﻤﺅﺴﺴﺘﻪ ،ﻭﺇﻗﺎﻤﺔ ﻋﻼﻗﺎﺕ ﺠﻴﺩﺓ ﻤﻊ ﺍﻝﺯﻤﻼﺀ
ﻭﺍﻝﺭﺅﺴﺎﺀ ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺘﻌﻠﻤﻪ ﻜﻴﻑ ﻴﻜﻭﻥ ﻋﻀﻭﺍ ﻤﺸﺎﺭﻜﺎ ﻭﻓﻌﺎﻻ ﻓﻲ ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻝﻤﻨﺘﻤﻲ ﺇﻝﻴﻬﺎ ،ﻭﺒﻬﺫﺍ
ﺍﻝﺘﻜﻴﻑ ﻗﺩ ﻴﺤﺼل ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻴﻪ.
ﻭﻨﺠﺩ ﻤﻥ ﺃﺼﺤﺎﺏ ﻨﻅﺭﻴﺔ ﺍﻝﺘﻜﻴﻑ DAVISﻴﺅﻜﺩ ﺫﻝﻙ ﻭﻴﺫﻜﺭ ﺃﻥ» :ﺍﻝﺭﻀﺎ ﻅﺎﻫﺭﺓ ﺩﺍﺨﻠﻴﺔ ﻀﻤﻥ
ﻋﻤل ﺍﻝﻤﻌﻨﻲ ﺒﺎﻷﻤﺭ ﻭﻫﻭ ﻨﺘﻴﺠﺔ ﻝﻠﺘﻜﻴﻑ ﻤﻊ ﺍﻝﻌﻤل ،ﻭﻴﻌﻤل ﺍﻝﺭﻀﺎ ﻋﻠﻰ ﺍﻝﺘﺄﺜﻴﺭ ﻓﻲ ﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻝﻤﺘﺨﺫﺓ ﻤﻥ
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻨﻠﻤﺱ ﻤﻥ ﺍﻝﺘﻌﺭﻴﻑ ﺃﻨﻪ ﺘﻭﺠﺩ ﻋﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﻭﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻝﺘﻲ ﻴﺼﺩﺭﻫﺎ ﺍﻝﻌﺎﻤل ﺍﺘﺠﺎﻩ ﻋﻤﻠﻪ ،ﺇﻻ
ﺃﻥ ﺘﻠﻙ ﺍﻝﻌﻼﻗﺔ ﺘﺒﻘﻰ ﻤﺤﺩﻭﺩﺓ ،ﻓﺎﻝﻔﺭﺩ ﻻ ﻴﻘﺭﺭ ﺇﻨﻬﺎﺀ ﺨﺩﻤﺘﻪ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ ﺒﻤﺠﺭﺩ ﻋﺩﻡ ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻝﺩﻴﻪ
ﻓﺎﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻝﻤﺼﺩﺭ ﺍﻝﻤﺎﻝﻲ ﺍﻝﺫﻱ ﻴﺤﻘﻘﻪ ﻤﻥ ﻋﻤﻠﻪ ﺘﻌﺩ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻔﺎﺼل ﺒﻴﻥ ﻤﻭﺍﺼﻠﺔ ﺍﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺍﻝﻤﺅﺴﺴﺔ
ﺃﻭ ﺍﻝﺘﺨﻠﻲ ﻋﻨﻬﺎ ،ﺒﻬﺫﺍ ﻴﻜﻭﻥ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻗﺩ ﺭﺠﺢ ﻜﻔﺔ ﺍﻝﻌﺎﺌﺩ ﺍﻝﻤﺎﻝﻲ ﻋﻠﻰ ﺭﻀﺎﻩ ﺍﻝﻭﻅﻴﻔﻲ.
ﺇﻥ ﻤﺎ ﺘﻡ ﺘﻘﺩﻴﻤﻪ ﻤﻥ ﺘﻌﺎﺭﻴﻑ ﻴﺘﻴﺢ ﻝﻨﺎ ﺃﻥ ﻨﺘﺴﺎﺀل ﻋﻥ ﻤﺎ ﺇﺫﺍ ﻜﺎﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺤﺩﻭﺩ ﻓﻲ ﺘﻠﻙ
ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺸﻤﻠﺕ ﺍﻝﻌﺎﺌﺩ ﻭﻅﺭﻭﻑ ﺍﻝﻌﻤل ﺍﻝﻤﻼﺌﻤﺔ ﻭﺩﺭﺠﺔ ﺍﻝﺘﻜﻴﻑ ﺃﻡ ﺃﻥ ﻝﻁﻤﻭﺤﺎﺕ ﺍﻝﻔﺭﺩ ﺩﻭﺭ ﻓﻲ
ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ؟.
ﺘﺘﻔﺎﻭﺕ ﺩﺭﺠﺔ ﺍﻝﻁﻤﻭﺡ ﻤﻥ ﻓﺭﺩ ﻵﺨﺭ ﻓﻬﺫﺍ ﻴﻁﻤﺢ ﺇﻝﻰ ﺍﻝﺭﻗﻲ ﺍﻝﺩﺍﺌﻡ ﻭﻴﺘﺨﻁﻰ ﺍﻝﺼﻌﺎﺏ ﻭﺁﺨﺭ ﻴﺠﻌل
ﻝﻁﻤﻭﺤﻪ ﺤﺩ ﻤﻌﻴﻥ ﻭﻜل ﻝﻪ ﻭﺠﻬﺘﻪ ﻭﺃﺴﺒﺎﺒﻪ ﺍﻝﺨﺎﺼﺔ.
ﻭﻋﻠﻴﻪ ﻴﻁﻠﻕ ﺘﻌﺒﻴﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻋﻠﻰ ﺍﻝﺤﺎﻝﺔ ﺍﻝﺘﻲ ﻴﺘﻜﺎﻤل ﻓﻴﻬﺎ ﺍﻝﻔﺭﺩ ﻤﻊ ﻭﻅﻴﻔﺘﻪ ﺍﺴﺘﻨﺎﺩﺍ
ﻝﻁﻤﻭﺤﺎﺘﻪ ﻭﺭﻏﺒﺘﻪ ﻓﻲ ﺍﻝﺘﺠﺩﻴﺩ ﻭﺍﻝﺘﻁﻭﻴﺭ ﻭﺍﻝﻨﻤﻭ ﻭﻤﻥ ﺘﻡ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻪ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭﺍﻻﻗﺘﺼﺎﺩﻴﺔ) (2ﻓﺎﻝﻔﺭﺩ
ﻓﻲ ﻤﺜل ﻫﺩﻩ ﺍﻝﺤﺎﻝﺔ ﻴﻜﻭﻥ ﺒﻤﺜﺎﺒﺔ ﺍﻝﺸﺨﺹ ﺍﻝﻤﺘﻜﺎﻤل ﻤﻬﻨﻴﺎ ﺍﻝﺫﻱ ﻴﺭﺘﺒﻁ ﺒﻌﻤﻠﻪ ﻭﻴﺘﺨﺫﻩ ﻭﺴﻴﻠﺔ ﻴﺴﻌﻰ ﻤﻥ
ﺨﻼﻝﻬﺎ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻪ ﺍﻝﻤﺘﻨﺎﻤﻴﺔ ﻭﻓﻲ ﺫﻝﻙ ﺘﻨﻤﻴﺔ ﻝﻤﺴﺅﻭﻝﻴﺎﺘﻪ ﻭﺘﻁﻠﻊ ﺇﻝﻰ ﺍﻷﻤﺎﻡ .
ﻭﻴﺭﻯ ﻜﺎﺘﺯل» 1964 KATZILﺃﻥ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﺘﻤﺜل ﺍﻝﻔﺭﻕ ﺒﻴﻥ ﻤﺎ ﻴﺤﻘﻘﻪ ﺍﻝﻔﺭﺩ ﻓﻌﻼ ﻭﻤﺎ
ﻴﻁﻤﺢ ﺇﻝﻰ ﺘﺤﻘﻴﻘﻪ«) ،(3ﻓﺎﻝﻔﺭﺩ ﻴﻁﻤﺢ ﻝﺒﻠﻭﻍ ﻫﺩﻑ ﻤﺤﺩﺩ ﻴﻘﺎﺭﻨﻪ ﺒﻤﺎ ﺘﻡ ﺘﺤﻘﻴﻘﻪ ﻓﻌﻼ ،ﻓﺎﻝﺭﻀﺎ ﺇﺫﻥ ﻗﺎﺌﻡ ﻋﻠﻰ
ﺃﺴﺎﺱ ﻤﺎ ﻴﻁﻤﺢ ﺇﻝﻴﻪ ﺍﻝﻔﺭﺩ ﻭﻤﺎ ﺘﻡ ﺘﺤﻘﻴﻘﻪ ﻓﻌﻼ .
ﻭﻴﺭﻯ ﻝﻭﻝﻴﺭ » 1979ﺃﻥ ﻜﺎﻓﺔ ﻨﻅﺭﻴﺎﺕ ﺍﻝﺩﻭﺍﻓﻊ ﻭﺍﻝﺤﻭﺍﻓﺯ ﻭﺒﻌﺽ ﻨﻅﺭﻴﺎﺕ ﺍﻝﺤﺎﺠﺎﺕ ﺘﻌﺘﺒﺭ ﺃﻥ
ﺤﺼﻭل ﺍﻝﻔﺭﺩ ﻋﻠﻰ ﻤﺯﻴﺩ ﻤﻤﺎ ﻜﺎﻥ ﻴﺭﻴﺩ ﺘﺠﻌﻠﻪ ﺃﻜﺜﺭ ﻗﻨﺎﻋﺔ ﻭﺭﻀﺎ«).(4
ﻓﺎﻝﺤﺎﺠﺎﺕ ﻏﻴﺭ ﺍﻝﻤﺸﺒﻌﺔ ﺘﻭﻝﺩ ﺍﻝﺘﻭﺘﺭ ﻭﺍﻹﺤﺴﺎﺱ ﺒﻌﺩﻡ ﺍﻝﺭﻀﺎ ،ﻓﻴﺴﻠﻙ ﺍﻝﻔﺭﺩ ﺴﻠﻭﻜﺎ ﻤﺘﻤﻴﺯﺍ ﻗﺼﺩ
)(1
-Aubert Nicole. Diriger et motiver: secrets et pratiques, les éditions chihab d’organisation 1997
p36.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﻤﻨﻪ ﺘﺜﻴﺭ ﻝﻨﺎ ﻫﺫﻩ ﺍﻝﻨﻘﻁﺔ ﻋﻨﺩ ﺘﺤﻘﻴﻕ ﻁﻤﻭﺤﺎﺘﻪ ﻭﺍﻝﺘﺨﻔﻴﻑ ﻤﻥ ﺤﺩﺓ ﺍﻝﺘﻭﺘﺭ ﻭﺇﺤﺩﺍﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ،
ﺘﺤﺩﻴﺩ ﻤﻔﻬﻭﻡ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻀﺭﻭﺭﺓ ﻤﺴﺎﻴﺭﺓ ﺍﻝﻌﻤﻠﻴﺎﺕ ﺍﻝﻤﺴﺒﺒﺔ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺩﺀ ﺒﺘﻠﻙ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﺘﻲ
ﺘﻭﻝﺩ ﺍﻝﺩﺍﻓﻊ ﻨﺤﻭ ﺍﻝﻌﻤل ،ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﺍﻝﺫﻱ ﻴﻭﺼل ﺇﻝﻰ ﺍﻹﺸﺒﺎﻉ ﻤﻥ ﺨﻼل ﻤﺎ ﻴﺘﻡ ﺍﻜﺘﺴﺎﺒﻪ ﻤﻥ ﻋﻭﺍﺌﺩ،
ﻓﻴﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﻓﻴﻤﺎ ﻴﻠﻲ :
ﺍﻝﺩﺍﻓﻊ :ﺘﻤﺜل ﺍﻝﺤﺎﺠﺔ ﻋﺎﻤﻼ ﻤﺜﻴﺭﺍ ﻝﻠﺩﺍﻓﻊ ﻓﻴﺘﻭﺠﻪ ﺍﻝﻔﺭﺩ ﻨﺤﻭ ﻤﺼﺩﺭ ﺇﺸﺒﺎﻉ ﺘﻠﻙ ﺍﻝﺤﺎﺠﺔ.
ﺍﻝﻌﻤل :ﻴﺘﺠﺴﺩ ﺍﻝﺩﺍﻓﻊ ﻓﻲ ﺍﻝﻭﺍﻗﻊ ﺍﻝﻌﻤﻠﻲ ﻤﻥ ﺨﻼل ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﻘﻭﻡ ﺒﻪ ﺍﻝﻔﺭﺩ ﺍﻋﺘﻘﺎﺩﺍ ﻤﻨﻪ ﻭﺍﻗﺘﻨﺎﻋﻪ
ﺒﺄﻨﻬﺎ ﺍﻝﻭﺴﻴﻠﺔ ﺍﻝﻜﻔﻴﻠﺔ ﻝﺘﻠﺒﻴﺔ ﺤﺎﺠﺎﺘﻪ.
ﺍﻝﺭﻀﺎ :ﺇﻥ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﻤﻥ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﻘﻭﻡ ﺒﻪ ﺍﻝﻔﺭﺩ ﺒﻜﻔﺎﺀﺓ ﺘﺠﻌﻠﻪ ﺭﺍﻀﻴﺎ ﻋﻥ ﻋﻤﻠﻪ ،ﻭﻋﻠﻴﻪ
ﻜل ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ ﻭﺍﻝﺤﻭﺍﻓﺯ ﻓﻲ ﺸﻜل ﻋﻤﻠﻴﺔ ﻤﺘﺴﻠﺴﻠﺔ ﺘﺤﺩﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ.
ﺇﻥ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﻤﻜﺎﻨﺘﻪ ﺍﻝﺘﻲ ﻴﺤﺘﻠﻬﺎ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ﻓﻬﻭ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﻜل ﻤﺎ ﻤﻥ ﺸﺄﻨﻪ
ﺃﻥ ﻴﺭﻀﻴﻪ ،ﺴﻭﺍﺀ ﺘﻌﻠﻕ ﺍﻷﻤﺭ ﺒﻅﺭﻭﻑ ﺍﻝﻌﻤل ﺃﻭ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺃﻭ ﺍﻷﺠﺭ ،...ﺃﻱ ﻜل ﻤﺘﻐﻴﺭ ﺫﺍ ﺘﺄﺜﻴﺭ
ﻤﺒﺎﺸﺭ ﺃﻭ ﻏﻴﺭ ﻤﺒﺎﺸﺭ ﻋﻠﻴﻪ ،ﻭﻓﻲ ﺫﻝﻙ ﺩﻝﻴل ﻋﻠﻰ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻌﺎﻡ ﻴﻜﺘﻤل ﺒﺤﺩﻭﺙ ﺍﻝﺭﻀﺎ
ﺍﻝﺠﺯﺌﻲ.
ﻴﻌﺘﺒﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺘﻐﻴﺭ ﻝﺠﻤﻠﺔ ﺍﻝﻤﺸﺎﻋﺭ ﺍﻝﺘﻲ ﺘﻭﻝﺩﺕ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﻨﺤﻭ ﻋﻤﻠﻪ ،ﻭﺒﻬﺫﺍ ﺘﻜﻭﻥ ﺩﺭﺠﺔ
ﺍﻝﺭﻀﺎ ﺍﻝﻌﺎﻡ ﺘﻌﺒﺭ ﻋﻥ ﺍﻝﻨﺘﻴﺠﺔ ﺍﻝﻨﻬﺎﺌﻴﺔ ﻝﺩﺭﺠﺎﺕ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻤﺨﺘﻠﻑ ﺠﻭﺍﻨﺏ ﻋﻤﻠﻪ) ،(1ﻭﻨﻭﻀﺢ ﺫﻝﻙ
ﻓﻲ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ. 140 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺭﻀﺎ ﻋﻥ ﺃﺴﺎﻝﻴﺏ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺭﻀﺎ ﻋﻥ
ﺴﻴﺎﺴﺎﺕ ﺍﻷﻓﺭﺍﺩ ﺒﻴﺌﺔ ﺍﻝﻌﻤل ﺍﻹﺸﺭﺍﻑ ﻭ ﺍﻝﺘﻭﺠﻴﻪ ﻋﻼﻗﺎﺕ ﺍﻷﺠﺭ ﺍﻝﻭﻅﻴﻔﺔ ﻭﻓﺭﺹ
ﻭ ﺍﻝﻘﻴﺎﺩﺓ ﺍﻝﻌﻤل ﻭﻤﻠﺤﻘﺎﺘﻪ ﺍﻹﺜﺭﺍﺀ ﺍﻝﻭﻅﻴﻔﻲ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ :ﻨﺒﻴل ﺍﻝﺤﺴﻴﻨﻲ ﺍﻝﻨﺠﺎﺭ ،ﻤﺩﺤﺕ ﻤﺼﻁﻔﻰ ﺭﺍﻏﺏ ،ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ﻭﺍﻝﻌﻼﻗﺎﺕ
ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﺍﻝﺸﺭﻜﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻝﻘﺎﻫﺭﺓ ،1992 ،ﺹ.163 ،162 :
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺸﻜل ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻌﺎﻡ ﻫﻭ ﻤﺤﺼﻠﺔ ﻝﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻤﺨﺘﻠﻑ ﻤﻜﻭﻨﺎﺕ ﻋﻤﻠﻴﺔ
ﺍﻝﺘﺤﻔﻴﺯ.
ﻭﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻴﺘﻔﻕ ﺃﻏﻠﺏ ﻋﻠﻤﺎﺀ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻋﻠﻰ ﺃﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺎﻝﻤﺅﺴﺴﺎﺕ ﻴﺸﺘﺭﻜﻭﻥ ﻓﻲ
ﺘﻜﻭﻴﻥ ﺍﺘﺠﺎﻫﺎﺕ ﻤﻌﻴﻨﺔ ﺤﻭل ﺍﻝﻌﻤل ،ﺍﻹﺸﺭﺍﻑ ﺍﻷﺠﺭ ،ﺍﻝﺯﻤﻼﺀ ﺒﺎﻝﻌﻤل ،ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻭﻓﺭﺹ ﺍﻝﺘﺭﻗﻲ...
ﺒﻤﺠﺭﺩ ﺍﻝﺘﺤﺎﻗﻬﻡ ﺒﻤﻨﺎﺼﺏ ﺍﻝﻌﻤل ،ﻭﻤﺠﻤﻭﻉ ﻫﺫﻩ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺘﺘﺠﺴﺩ ﻓﻲ ﻤﻌﻨﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ).(1
ﻭﻋﻠﻴﻪ ﻓﺈﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻨﺎﺘﺞ ﻝﻌﺩﺓ ﺘﻔﺎﻋﻼﺕ ﻴﻘﻴﻤﻬﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻤﻊ ﻋﻤﻠﻪ ﻭﺒﻴﺌﺔ ﺍﻝﻌﻤل ﻭﻤﺎ
ﺘﺤﺘﻭﻴﻬﺎ ﻤﻥ ﺃﻨﻅﻤﺔ ﻭﺇﺠﺭﺍﺀﺍﺕ ،ﺘﻔﺎﻋﻠﻪ ﻤﻊ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻭﺤﺼﻴﻠﺔ ﺫﻝﻙ ﺘﻨﻌﻜﺱ ﻓﻲ ﺩﺭﺠﺔ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ
ﺍﻝﻤﻁﻠﻭﺒﺔ.
-1-2ﻴﻌﺩ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺴﺄﻝﺔ ﺫﺍﺘﻴﺔ ﺘﻘﺩﻴﺭﻴﺔ ﻤﺭﺘﺒﻁﺔ ﺒﺎﻝﻤﺸﺎﻋﺭ ﺍﻝﺘﻲ ﻗﺩ ﺘﺘﺭﺠﻡ ﻓﻲ ﺸﻜل
)-(1ﺒﻭﻴﺎﻴﺔ ﻤﺤﻤﺩ ﺍﻝﻁﺎﻫﺭ ،ﺩﺭﺍﺴﺔ ﺍﻝﻔﻌﺎﻝﻴﺔ ﻤﻥ ﺨﻼل ﺒﻌﺽ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺜﻘﺎﻓﻴﺔ ﻭ ﺍﻝﺘﻨﻅﻴﻤﻴﺔ ،ﺭﺴﺎﻝﺔ ﺩﻜﺘﻭﺭﺍﻩ ﻓﻲ ﻋﻠﻡ ﻨﻔﺱ
ﺍﻝﻌﻤل ﻭﺍﻝﺘﻨﻅﻴﻡ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻭ ﺍﻝﻌﻠﻭﻡ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ ،2004ﺹ. 133 :
-51-
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺴﻠﻭﻙ ﻤﻭﻀﻭﻋﻲ ﻴﻌﻜﺱ ﺤﺎﻝﺔ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺤﺎﻝﺔ ﻨﻘﻭل ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺼﺭﻴﺢ
ﻭﺒﺎﻝﻤﻘﺎﺒل ﻗﺩ ﻨﺠﺩﻩ ﻀﻤﻨﻴﺎ ﻴﻜﻤﻥ ﺩﺍﺨل ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل.
ﺇﻥ ﺘﻔﺴﻴﺭ ﺍﻝﻅﻭﺍﻫﺭ ﺍﻝﺘﻲ ﺘﻌﻜﺱ ﺍﻝﺴﻠﻭﻙ ﺍﻝﻤﺘﺄﺘﻲ ﻤﻥ ﺍﻝﻔﺭﺩ ﻗﺩ ﺘﺘﻁﺎﺒﻕ ﻤﻊ ﻓﻜﺭﺓ ﺼﺤﻴﺤﺔ ﺃﻭ
ﺨﺎﻁﺌﺔ ،ﻓﺈﺫﺍ ﻓﺴﺭﻨﺎ ﺴﻠﻭﻙ ﺃﺤﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺘﺄﺨﺭﻩ ﺍﻝﺩﺍﺌﻡ ﻋﻥ ﺍﻝﻌﻤل ﻋﻠﻰ ﺃﻨﻪ ﻴﻌﻜﺱ ﻤﺸﺎﻋﺭﻩ ﺍﻝﺴﻠﺒﻴﺔ ﺍﺘﺠﺎﻩ
ﺍﻝﻌﻤل ،ﻗﺩ ﻴﻜﻭﻥ ﺘﻔﺴﻴﺭﺍ ﻝﻴﺱ ﻓﻲ ﻤﺤﻠﻪ ﻭﻨﺭﺠﻊ ﺴﺒﺏ ﺫﻝﻙ ﺍﻝﺴﻠﻭﻙ ﺇﻝﻰ ﻭﺴﺎﺌل ﺍﻝﻤﻭﺍﺼﻼﺕ ،ﺒﻬﺫﺍ ﻨﻜﻭﻥ
ﺃﻤﺎﻡ ﺘﻔﺴﻴﺭﻴﻥ ﻤﺘﺒﺎﻴﻨﻴﻥ ﻴﺅﻜﺩﺍﻥ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻴﺱ ﻤﺴﺘﻘﻼ ﺒﺫﺍﺘﻪ ﻭﺇﻨﻤﺎ ﻤﺭﺘﺒﻁ ﺒﻌﻭﺍﻤل ﻋﺩﺓ ﻜل ﺤﺴﺏ
ﺃﻫﻤﻴﺘﻬﺎ ﻭﺩﺭﺠﺔ ﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺭﻀﺎ ﺍﻝﻔﺭﺩ.
-2-2ﻴﺤﺘﺎﺝ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺇﻝﻰ ﻋﺎﺌﺩ ﻴﺘﻨﺎﺴﺏ ﻭﺠﻬﺩﻩ ﺍﻝﻤﺒﺫﻭل ﻓﻲ ﺍﻝﻌﻤل ،ﻜﻤﺎ ﻴﺘﻁﻠﻊ ﺇﻝﻰ ﺠﻭ
ﻤﻼﺌﻡ ﻴﺴﺎﻋﺩ ﻋﻠﻰ ﺍﻝﻌﻤل ...ﺇﻝﻰ ﻏﻴﺭ ﺫﻝﻙ ﻤﻥ ﺍﻝﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻝﻀﺭﻭﺭﻴﺔ ،ﺇﺫﻥ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﺒﻌﺎﺩ ﻭﺃﻭﺠﻪ
ﻤﺨﺘﻠﻔﺔ ،ﻓﻘﺩ ﻴﻜﻭﻥ ﺍﻝﺭﻀﺎ ﻓﻲ ﺒﻌﺽ ﺠﻭﺍﻨﺏ ﻭﻅﻴﻔﺔ ﺍﻝﻌﺎﻤل ﻭﻴﻌﺘﺒﺭ ﺭﻀﺎ ﻨﻭﻋﻲ )ﺠﺯﺌﻲ( ﻜﻤﺎ ﻗﺩ ﻴﻜﻭﻥ
ﻋﻥ ﻜل ﺠﻭﺍﻨﺏ ﻭﻅﻴﻔﺔ ﺍﻝﻌﺎﻤل ﻭﻴﻌﺘﺒﺭ ﺭﻀﺎ ﻭﻅﻴﻔﻲ ﻋﺎﻡ.
ﺍﻷﻭل ﺭﻀﺎ ﺍﻝﻌﻤﺎل ﻓﻲ ﻋﻤﻠﻬﻡ ،ﺃﻱ ﺃﻥ ﻤﺼﺩﺭ ﺍﻝﺭﻀﺎ ﻴﻜﻤﻥ ﻓﻲ ﺍﻝﺠﻭ ﺍﻻﺠﺘﻤﺎﻋﻲ ﺍﻝﺠﻴﺩ ﻝﻠﻌﻤل
ﻭﺍﻝﺜﺎﻨﻲ ﺭﻀﺎ ﺍﻝﻌﻤﺎل ﺒﻌﻤﻠﻬﻡ ﺃﻱ ﺒﺎﻝﻌﻤل ﻨﻔﺴﻪ )ﺨﺼﺎﺌﺼﻪ( ،ﻭﻫﺫﺍ ﻤﺎ ﻴﺅﻜﺩﻩ ﻨﻴﻭﺒﻭﻱ newbyﻓﻲ ﺩﺭﺍﺴﺘﻪ
ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﻴﻥ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﻤﺎل ﺍﻝﺯﺭﺍﻋﻴﻴﻥ ﺴﻨﺔ ،1977ﺇﺫ ﺘﺒﻴﻥ ﻝﻪ ﺃﻥ ﺠﻤﻴﻊ ﻫﺅﻻﺀ ﺍﻝﻌﻤﺎل
ﺘﻘﺭﻴﺒﺎ ﻜﺎﻨﻭﺍ ﺭﺍﻏﺒﻴﻥ ﻓﻲ ﻋﻤﻠﻬﻡ ﻭﻝﻜﻥ ﻝﻴﺱ ﺒﺎﻝﻌﻤل ﻨﻔﺴﻪ.
-3-2ﺇﻥ ﻤﺴﺄﻝﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﺒﻘﻰ ﻨﺴﺒﻴﺔ ﺇﻝﻰ ﺤﺩ ﻜﺒﻴﺭ ،ﻭﻨﺭﺠﻊ ﺍﻝﺴﺒﺏ ﻓﻲ ﺫﻝﻙ ﺇﻝﻰ ﻋﻭﺍﻤل
ﻋﺩﺓ ﻤﻨﻬﺎ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺘﻲ ﻴﻌﻤل ﻓﻴﻬﺎ ﺍﻝﻔﺭﺩ ﻭﻤﺨﺘﻠﻑ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺍﻝﺘﻲ ﺘﺅﺜﺭ ﻓﻴﻬﺎ ،ﺩﺭﺠﺔ ﻁﻤﻭﺡ ﺍﻝﻔﺭﺩ ﻭﻤﺩﻯ
ﺘﻜﻴﻔﻪ ﻤﻊ ﺍﻝﻌﻤل ﺒﺤﺩ ﺫﺍﺘﻪ ﻭﺍﻝﺒﻴﺌﺔ ﺍﻝﻤﺘﻭﺍﺠﺩ ﻓﻴﻬﺎ ﺤﺎﻝﺔ ﻤﻤﺎﺭﺴﺘﻪ ﻝﻨﺸﺎﻁﻪ ﺍﻝﻴﻭﻤﻲ ،ﻝﺫﺍ ﻜﺎﻥ ﻝﺯﺍﻤﺎ ﻋﻠﻰ
ﺍﻝﻤﺩﻴﺭﻴﻥ ﺍﻻﻫﺘﻤﺎﻡ ﺒﻬﺫﻩ ﺍﻝﻨﻘﻁﺔ ﻭﺇﻋﻁﺎﺌﻬﺎ ﻗﺩﺭﺍ ﻜﺒﻴﺭﺍ ﻤﻥ ﺍﻻﻫﺘﻤﺎﻡ ،ﺃﻭﻻ ﻷﻥ ﺍﻝﺘﻌﺎﻤل ﻴﺘﻡ ﻤﻊ ﻋﻨﺼﺭ
ﺒﺸﺭﻱ ﺫﻭ ﺨﺼﺎﺌﺹ ﻤﺘﺒﺎﻴﻨﺔ ﻭﺜﺎﻨﻴﺎ ﻷﻥ ﺍﻝﻭﺴﻁ ﻤﺘﻨﺎﻡ ﻴﺴﺎﻴﺭ ﺍﻝﺘﻜﻨﻭﻝﻭﺠﻴﺎ ﻭﺍﻝﺘﻁﻭﺭ ﻓﻲ ﻤﺨﺘﻠﻑ ﺍﻝﻤﺠﺎﻻﺕ
ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺘﻌﺩﺩ ﺍﻝﺤﺎﺠﺎﺕ ﻭﺘﻁﻭﺭﻫﺎ ﻫﻲ ﺍﻷﺨﺭﻯ.
-4-2ﺇﻥ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻋﻠﻰ ﺍﻝﻌﺎﺌﺩ ﺍﻝﺫﻱ ﻴﺘﺤﺼل ﻋﻠﻴﻪ ﻤﻥ ﻋﻤﻠﻪ ﺍﻝﻴﻭﻡ ،ﻗﺩ ﻻ ﻴﺭﻀﻰ ﺒﻪ
ﻤﺴﺘﻘﺒﻼ ،ﺇﺫﻥ ﻨﺴﺘﻁﻴﻊ ﺍﻝﻘﻭل ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺫﻭ ﻁﺒﻴﻌﺔ ﺩﻴﻨﺎﻤﻴﻜﻴﺔ ،ﻓﻬﻭ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﺘﻨﻤﻴﺘﻪ ﻭﻤﺴﺎﻴﺭﺓ
ﻜل ﺍﻝﺘﻐﻴﺭﺍﺕ ﺍﻝﺘﻲ ﻗﺩ ﺘﻁﺭﺃ ﻋﻠﻰ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻴﻪ ﻜﺎﻷﺠﺭ ﻭﻋﻼﻗﺘﻪ ﺒﻤﺴﺘﻭﻯ ﺍﻝﻤﻌﻴﺸﺔ ﻤﺜﻼ.
)-(1ﻁﻠﻌﺕ ﺇﺒﺭﺍﻫﻴﻡ ﻝﻁﻔﻲ ،ﻋﻠﻡ ﺍﺠﺘﻤﺎﻉ ﺍﻝﺘﻨﻅﻴﻡ ،ﻤﻜﺘﺒﺔ ﻏﺭﻴﺏ ،ﻤﺼﺭ ،1992 ،ﺹ.136:
-52-
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭ ﺇﻥ ﺍﻝﺒﺤﺙ ﻋﻥ ﺴﺒل ﺭﻓﻊ ﻤﺴﺘﻭﻯ ﺭﻀﺎ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻻ ﻴﺘﻭﻗﻑ ﻋﻨﺩ ﺘﺤﻘﻴﻘﻪ ﻓﻘﻁ ،ﺒل ﻴﺘﻌﺩﻯ ﺍﻷﻤﺭ
ﺇﻝﻰ ﺍﻝﺒﺤﺙ ﻋﻥ ﺍﻝﻀﻤﺎﻨﺎﺕ ﺍﻝﺘﻲ ﻤﻥ ﺸﺄﻨﻬﺎ ﺇﺒﻘﺎﺀ ﺍﻝﻤﻌﻨﻭﻴﺎﺕ ﻤﺭﺘﻔﻌﺔ ،ﻭﺍﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ ﻝﻠﻌﻤل ﻤﺴﺘﻤﺭﺓ ﻭﻓﻲ
ﺘﻁﻭﺭ ﺩﺍﺌﻡ ،ﺇﺫ ﻤﻥ ﺍﻝﻤﺤﺘﻤل ﺃﻥ ﻴﻨﺨﻔﺽ ﺍﻹﺤﺴﺎﺱ ﺒﺎﻝﺭﻀﺎ ﺒﻌﺩ ﺃﻴﺎﻡ ﻭﺃﺸﻬﺭ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ﺇﺫﺍ ﻝﻡ ﻴﻜﻥ
ﻫﻨﺎﻙ ﺒﺭﻨﺎﻤﺞ ﻋﻤل ﻭﺍﻀﺢ ،ﻭﺨﻁﺔ ﺤﻴﺔ ﻓﻲ ﺫﻫﻥ ﺍﻝﻘﻴﺎﺩﺓ ﺍﻹﺩﺍﺭﻴﺔ ،ﺘﻌﻤل ﻋﻠﻰ ﺍﻋﺘﻤﺎﺩﻫﺎ ﺒﺸﻜل ﺩﺍﺌﻡ ﻭﺇﻋﺎﺩﺓ
ﺍﻝﻨﻅﺭ ﻓﻴﻬﺎ ﻤﻥ ﺨﻼل ﺍﻝﻤﻤﺎﺭﺴﺔ ﺍﻝﻌﻤﻠﻴﺔ ﺒﻐﻴﺔ ﺘﻁﻭﻴﺭﻫﺎ ،ﻭﺒﺫﻝﻙ ﺘﺤﻘﻕ ﺃﻓﻀل ﺍﻝﺴﺒل ﻭﺃﺤﺴﻥ ﺍﻝﻨﺘﺎﺌﺞ ﺒﺎﻝﻨﺴﺒﺔ
ﻝﺭﻓﻊ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ.(1) ..
ﻓﺤﺘﻤﻴﺔ ﺍﻋﺘﻤﺎﺩ ﻤﺒﺩﺃ ﺍﻝﻤﺘﺎﺒﻌﺔ ﺍﻝﺩﺍﺌﻤﺔ ﻭﺍﻝﺘﻭﺠﻴﻪ ﺍﻝﻤﺴﺘﻤﺭ ﻤﻁﻠﻭﺒﺔ ﺤﻔﺎﻅﺎ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﻤﻌﻴﻥ ﻤﻥ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻷﻱ ﻋﺎﻤل ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺔ.
ﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﻤﻌﻁﻴﺎﺕ ﺍﻝﻤﻘﺩﻤﺔ ﻨﺨﻠﺹ ﺇﻝﻰ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺭﺘﺒﻁ ﺒﻤﺸﺎﻋﺭ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺍﻝﺘﻲ
ﺘﺤﺩﺩ ﺍﺘﺠﺎﻫﺎﺘﻪ ﺍﻝﻤﺨﺘﻠﻔﺔ ﺴﻌﻴﺎ ﻤﻨﻪ ﻹﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ﺍﻝﻤﻁﻠﻭﺒﺔ ،ﻭﻴﻅﻬﺭ ﺍﻝﺭﻀﺎ ﻓﻲ ﺍﻝﻭﺍﻗﻊ ﺍﻝﻌﻤﻠﻲ ﻤﻥ ﺨﻼل
ﺴﻠﻭﻜﺎﺕ ﺍﻝﻌﺎﻤل ﺍﻝﺘﻲ ﺘﻜﺸﻑ ﻋﻥ ﻤﺩﻯ ﺘﻔﺎﻋﻠﻪ ﻤﻊ ﻤﺤﻴﻁﻪ ﺍﻝﻤﺘﻭﺍﺠﺩ ﺒﻪ ﺍﻝﻤﺘﻤﻴﺯ ﺒﺎﻝﺘﻐﻴﺭ ﺍﻝﻤﺴﺘﻤﺭ ،ﺍﻷﻤﺭ
ﺍﻝﺫﻱ ﻴﺠﻌل ﻤﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺫﻭ ﻁﺒﻴﻌﺔ ﺩﻴﻨﺎﻤﻴﻜﻴﺔ ﻭﺍﺴﺘﻘﺭﺍﺭ ﻨﺴﺒﻲ ،ﻴﺴﺘﺩﻋﻲ ﺍﻷﻤﺭ ﻤﺘﺎﺒﻌﺘﻪ ﺒﺎﺴﺘﻤﺭﺍﺭ
ﻭﺇﺤﺩﺍﺙ ﻤﺎ ﺘﻁﻠﺒﻪ ﺍﻝﻅﺭﻭﻑ ﻤﻥ ﺘﻐﻴﻴﺭ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻷﺴﺱ ﻭﺍﻝﻤﻌﺎﻴﻴﺭ ﺍﻝﻤﻌﺘﻤﺩ ﺓ ﻓﻲ ﺘﺤﻔﻴﺯ ﺍﻝﻔﺭﺩ
ﻭﺍﻝﻜﻔﻴﻠﺔ ﺇﻝﻰ ﺃﺒﻌﺩ ﺤﺩ ﺒﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻴﻪ.
ﻭﻜﻨﺘﻴﺠﺔ ﻝﻬﺫﻩ ﺍﻝﺨﺼﺎﺌﺹ ﻨﺠﺩ ﺃﻥ ﻤﻭﻀﻭﻉ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻋﻠﻰ ﺩﺭﺠﺔ ﻤﻥ ﺍﻝﺘﻌﻘﻴﺩ ﻴﺼﻌﺏ
ﺍﻝﺘﺤﻜﻡ ﻓﻴﻪ ﺒﺸﻜل ﺘﺎﻡ ﻨﻅﺭﺍ ﻝﺘﺸﻌﺏ ﺍﻝﺠﻭﺍﻨﺏ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﻪ ،ﻭﻴﺒﻘﻰ ﺍﻝﺩﻭﺭ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺭﺍﻏﺒﺔ ﻓﻲ ﺍﻝﺒﻘﺎﺀ
ﻭﺍﻝﻨﻤﻭ ،ﺃﻥ ﺘﺘﻔﻬﻡ ﻜل ﻤﺎ ﻴﺅﺜﺭ ﻓﻲ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻻﻥ ﺫﻝﻙ ﻤﻥ ﺸﺄﻨﻪ ﺇﺤﺩﺍﺙ ﺭﻀﺎﻩ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﺫﻱ ﻝﻪ ﻭﺯﻥ
ﻭﺃﻫﻤﻴﺔ ﺒﺎﻝﻐﻴﻥ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻔﺭﺩ ﻭﺍﻝﻤﺅﺴﺴﺔ.
ﺃﻭﻻ ﻜﻭﻥ ﺍﻝﺭﻀﺎ ﻫﺩﻑ ﻜل ﻓﺭﺩ ﺒﺤﺩ ﺫﺍﺘﻪ ،ﻓﺄﻴﺎ ﻜﺎﻥ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻓﻬﻭ ﻴﻁﻤﺢ ﺃﻥ ﻴﻜﻭﻥ ﺭﺍﻀﻴﺎ
ﻭﻴﻨﻌﻜﺱ ﺫﻝﻙ ﻋﻠﻰ ﺒﻘﺎﺀ ﺠﺩﻴﺘﻪ ﻓﻲ ﺍﻝﻌﻤل.
ﻭﻤﻥ ﺒﻴﻥ ﺠﻤﻠﺔ ﺍﻝﻨﻘﺎﻁ ﺍﻝﺘﻲ ﺘﺒﺭﺯ ﺃﻫﻤﻴﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻨﺫﻜﺭ ﻤﺎ ﻴﻠﻲ :
-1-3ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﻫﻤﻴﺔ ﻋﻠﻰ ﺍﻝﺼﺤﺔ ﺍﻝﻌﻀﻭﻴﺔ ،ﻓﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﺍﻝﺤﺎﻝﺔ ﺍﻝﻨﻔﺴﻴﺔ ﻝﻠﻔﺭﺩ
)-(1ﻁﻪ ﺍﻝﺠﺯ ﺭﺍﻭﻱ ،ﺍﻹﺩﺍﺭﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ﻭ ﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻝﺘﻘﺩﻡ ﺍﻻﻗﺘﺼﺎﺩﻱ ،ﻁ ،2ﺩﺍﺭ ﺍﻝﻁﻠﻴﻌﺔ ،ﺒﻴﺭﻭﺕ ،1973 ،ﺹ.54:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻝﻬﺎ ﺘﺄﺜﻴﺭﺍ ﻭﺍﻀﺤﺎ ﻋﻠﻰ ﺍﻝﻨﺎﺤﻴﺔ ﺍﻝﻌﻀﻭﻴﺔ ﻫﺫﻩ ﺍﻷﺨﻴﺭﺓ ﺍﻝﺘﻲ ﻝﻬﺎ ﺁﺜﺎﺭﺍ ﻜﺫﻝﻙ ﻋﻠﻰ ﺍﻝﺼﺤﺔ ﺍﻝﻨﻔﺴﻴﺔ ،ﻓﺭﻀﺎ
ﺍﻝﻔﺭﺩ ﻴﺘﻴﺢ ﻤﻌﻪ ﺭﺍﺤﺔ ﻨﻔﺴﻴﺔ ﺘﻌﻭﺩ ﺒﺎﻝﻔﺎﺌﺩﺓ ﻋﻠﻰ ﺍﻝﺠﺴﺩ ﻜﻠﻪ ،ﻭﺍﻝﻌﻜﺱ ﺃﻥ ﺍﻝﻤﺸﺎﻜل ﻭﺍﻝﺘﻭﺘﺭ ﻭﺍﻝﻘﻠﻕ ﻜﻠﻬﺎ
ﻤﺘﻐﻴﺭﺍﺕ ﺘﺘﻌﺏ ﺍﻝﺤﺎﻝﺔ ﺍﻝﻨﻔﺴﻴﺔ ﻤﻤﺎ ﺘﺘﺴﺒﺏ ﻓﻲ ﺒﻌﺽ ﺍﻷﻤﺭﺍﺽ ﺍﻝﺘﻲ ﻗﺩ ﻴﻌﺎﻨﻲ ﻤﻨﻬﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻜﺎﺭﺘﻔﺎﻉ
ﻀﻐﻁ ﺍﻝﺩﻡ ﻤﺜﻼ .
ﻭﺒﻬﺫﺍ ﻴﻌﺩ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﺤﺩ ﺃﻫﻡ ﻤﺴﺒﺒﺎﺕ ﺍﻝﺘﻭﺍﺯﻥ ﺍﻝﻨﻔﺴﻲ ﺍﻝﻤﺅﺜﺭ ﻋﻠﻰ ﺍﻝﺼﺤﺔ ﺍﻝﻌﻀﻭﻴﺔ.
-2-3ﺘﻌﺩ ﻭﻀﻌﻴﺔ ﺍﻝﻌﻤل ﻤﻥ ﺒﻴﻥ ﻋﻭﺍﻤل ﺍﻝﺭﻀﺎ ﻭﻤﺸﺎﻜل ﺍﻝﺼﺤﺔ ﺍﻝﻌﻘﻠﻴﺔ ،ﻓﺈﺫﺍ ﻗﻠﻨﺎ ﻭﻀﻌﻴﺔ
ﺠﻴﺩﺓ ﻝﻠﻌﻤل ﻗﺩ ﻴﺤﺩﺙ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻝﻌﺎﻤل ﻤﻤﺎ ﻴﺒﻌﺙ ﺍﻻﺭﺘﻴﺎﺡ ﻭﺍﻝﻁﻤﺄﻨﻴﻨﺔ ﻭﺘﻜﻭﻥ ﺤﺎﻝﺘﻪ ﺍﻝﻌﻘﻠﻴﺔ ﺍﺒﻌﺩ ﻋﻥ
ﺍﻝﻤﺸﺎﻜل ﻭﺍﻻﻀﻁﺭﺍﺒﺎﺕ ،ﻭ ﻤﻘﺎﺒل ﺫﻝﻙ ﻓﺎﻥ ﺍﻝﻌﺎﻤل ﺍﻝﺫﻱ ﺘﺭﻏﻤﻪ ﻅﺭﻭﻓﻪ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻋﻠﻰ ﺍﻝﺒﻘﺎﺀ ﻓﻲ ﺍﻝﻌﻤل
ﻤﻬﻤﺎ ﻜﺎﻥ ﻨﻭﻋﻪ ﻓﺎﻨﻪ ﻴﺘﺨﺒﻁ ﻓﻲ ﺼﺭﺍﻉ ﺩﺍﺨﻠﻲ ﻴﺯﺩﺍﺩ ﻴﻭﻤﺎ ﺒﻌﺩ ﻴﻭﻡ ﺴﻭﺍﺀ ﻓﻲ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﺃﻭ ﺨﺎﺭﺠﻪ ﻷﻨﻪ
ﺩﺍﺌﻡ ﺍﻝﺘﻔﻜﻴﺭ ﻓﻲ ﻭﺴﻁﻪ ﺍﻻﺠﺘﻤﺎﻋﻲ ﻭﻭﺴﻁ ﻋﻤﻠﻪ ،ﻭﻨﺘﻴﺠﺔ ﺫﻝﻙ ﺤﺘﻤﺎ ﺴﺘﻜﻭﻥ ﺴﻠﺒﻴﺔ ﻋﻠﻰ ﺤﺎﻝﺘﻪ ﺍﻝﻌﻘﻠﻴﺔ .
-3-3ﺍﻝﻌﻤل ﺠﺯﺀ ﻻ ﻴﺘﺠﺯﺃ ﻤﻥ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻴﻭﻤﻴﺔ ﺍﻝﺘﻲ ﻴﻌﻴﺸﻬﺎ ﺍﻝﻔﺭﺩ ،ﻓﻬﻭ ﺠﺯﺀ ﻤﻥ ﺍﻝﻜل ﻝﻪ ﺘﺄﺜﻴﺭﻩ
ﺍﻝﺨﺎﺹ ﻋﻠﻰ ﻤﺨﺘﻠﻑ ﺍﻻﺘﺠﺎﻫﺎﺕ ﻓﻲ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻌﺎﺩﻴﺔ ﻝﻠﻔﺭﺩ ،ﻓﺭﻀﺎ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻴﻜﻭﻥ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻤﺼﺩﺭ
ﺍﻷﺴﺎﺴﻲ ﻓﻲ ﺴﻌﺎﺩﺓ ﺃﻓﺭﺍﺩ ﺍﻝﻌﺎﺌﻠﺔ ،ﻭﺇﻨﻨﺎ ﻝﻨﺠﺩ ﺘﺄﺜﻴﺭﺍ ﻤﺘﺒﺎﺩﻻ ﻓﻜﻤﺎ ﺃﻥ ﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﻌﻤل ﺁﺜﺎﺭ ﻋﻠﻰ ﺍﺘﺠﺎﻫﺎﺕ
ﺍﻝﺤﻴﺎﺓ ﻓﻠﻬﺫﻩ ﺍﻷﺨﻴﺭﺓ ﺁﺜﺎﺭﺍ ﻋﻠﻰ ﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﻌﻤل ،ﻭﺍﻝﺩﻝﻴل ﻋﻠﻰ ﺫﻝﻙ ﺃﻥ ﺍﻝﻤﺸﺎﻜل ﺍﻝﺘﻲ ﻴﻌﺎﻨﻲ ﻤﻨﻬﺎ ﺍﻝﻌﺎﻤل
ﺨﺎﺭﺝ ﻋﻤﻠﻪ ﻤﺜﻼ ﻓﻲ ﻭﺴﻁﻪ ﺍﻝﻌﺎﺌﻠﻲ ﺴﻴﻜﻭﻥ ﻝﻬﺎ ﺘﺄﺜﻴﺭﺍ ﻋﻠﻰ ﺘﻭﺍﺯﻨﻪ ﻓﻲ ﻋﻤﻠﻪ ﻭﺘﺸﻜل ﺒﺫﻝﻙ ﺃﺤﺩ ﺍﻝﻌﻭﺍﻤل
ﺍﻝﻤﺅﺜﺭﺓ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺭﻀﺎﻩ ﺍﻝﻭﻅﻴﻔﻲ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﻗﺩ ﺍﺭﺘﺄﻴﻨﺎ ﻓﻲ ﺒﺤﺜﻨﺎ ﻫﺫﺍ ﺃﻥ ﻨﺘﻨﺎﻭل ﺃﻫﻡ ﺍﻝﻨﻅﺭﻴﺎﺕ ﻭﺍﻷﻜﺜﺭ ﺘﺩﺍﻭﻻ ﺤﺴﺏ ﻤﺎ ﺃﺠﻤﻌﺕ ﻋﻠﻴﻪ
ﺍﻝﻤﺭﺍﺠﻊ ﺍﻝﻤﺨﺘﺼﺔ ﻓﻲ ﺍﻝﻤﻭﻀﻭﻉ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺘﻌﺩ ﻨﻅﺭﻴﺔ ﺘﺩﺭﺝ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﺩﺭﺍﺴﺔ ﻭﺍﻝﻨﻅﺭﻴﺔ ﻭﺍﻝﻌﻤﻠﻴﺔ ﺍﻷﻭﻝﻰ ﺍﻝﺘﻲ ﺃﻭﻀﺤﺕ ﺃﻥ ﺩﻭﺍﻓﻊ ﺍﻝﻔﺭﺩ
ﻓﻲ ﺍﻝﻌﻤل ﻻ ﺘﻘﺎﺱ ﺒﺎﻝﺩﻭﺍﻓﻊ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﻭﺇﻨﻤﺎ ﺜﻤﺔ ﺩﻭﺍﻓﻊ ﺃﺴﻤﻰ ﻤﻥ ﺫﻝﻙ ﻻ ﺘﻘل ﺃﻫﻤﻴﺔ ﻓﻲ
ﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﺒﻤﻌﻨﻰ ﺁﺨﺭ ﻋﻠﻰ ﺭﻀﺎﻩ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺸﻜل ﻋﺎﻡ).(1
ﻝﻘﺩ ﻗﺩﻡ ﺼﺎﺤﺏ ﺍﻝﻨﻅﺭﻴﺔ ﺇﺒﺭﺍﻫﺎﻡ ﻤﺎﺴﻠﻭ"ﺍﻝﺫﻱ ﻴﻌﺩ ﻤﻥ ﺭﻭﺍﺩ ﺍﻝﻤﺩﺭﺴﺔ ﺍﻝﺴﻠﻭﻜﻴﺔ ﻨﻅﺭﻴﺔ ﺤﻭل
ﺘﺩﺭﺝ ﺤﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ ﺍﻷﺴﺎﺱ ﻓﻴﻬﺎ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﺨﺘﻠﻔﺔ ﺍﻝﺘﻲ ﺘﺤﺭﻙ ﺍﻝﻔﺭﺩ ﻨﺤﻭ ﺍﻝﻌﻤل ،ﻓﻜﺎﻨﺕ ﺍﻻﻨﻁﻼﻗﺔ
ﻤﺭﺘﻜﺯﺓ ﻋﻠﻰ ﻓﺭﻀﻴﺔ ﺃﻥ ﺍﻝﻔﺭﺩ ﻻ ﻴﻌﻤل ﺇﻻ ﺇﺫﺍ ﻜﺎﻥ ﺭﺍﻀﻴﺎ ،ﻓﺎﻷﻓﺭﺍﺩ ﻓﻲ ﻤﺤﻴﻁ ﻋﻤﻠﻬﻡ ﻴﺘﺠﻬﻭﻥ ﻝﻠﻌﻤل
ﺭﻏﺒﺔ ﻤﻨﻬﻡ ﻹﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻬﻡ ﺍﻝﻤﺘﻌﺩﺩﺓ ،ﺇﺫ ﻴﺭﻯ ﻤﺎﺴﻠﻭ ﺃﻥ ﺍﻷﻓﺭﺍﺩ ﻝﺩﻴﻬﻡ ﻋﺩﺓ ﺤﺎﺠﺎﺕ ﺘﺘﺩﺭﺝ ﺤﺴﺏ
ﺇﺸﺒﺎﻋﻬﺎ ﻭﺩﺭﺠﺔ ﺇﻝﺤﺎﺤﻬﺎ ﻓﻲ ﺴﻠﻡ ﻫﺭﻤﻲ ﺒﺩﺀ ﺒﺎﻝﺤﺎﺠﺎﺕ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ ﻤﺭﻭﺭﺍ ﺒﺎﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻷﻤﻥ
ﻭﺍﻝﺼﺩﺍﻗﺔ ،ﺍﺤﺘﺭﺍﻡ ﺍﻝﻨﻔﺱ ﻭﺃﺨﻴﺭﺍ ﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ.
-1ﻤﺨﺘﻠﻑ ﺍﻝﺤﺎﺠﺎﺕ ﺫﺍﺕ ﺘﺄﺜﻴﺭ ﻓﻲ ﺴﻠﻭﻜﺎﺕ ﺍﻷﻓﺭﺍﺩ ﻫﺫﺍ ﺍﻝﺘﺄﺜﻴﺭ ﺘﻭﻝﺩﻩ ﺍﻝﺤﺎﺠﺎﺕ ﻏﻴﺭ ﺍﻝﻤﺸﺒﻌﺔ ،ﺃﻤﺎ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﺸﺒﻌﺔ ﻓﻼ ﺘﻌﺘﺒﺭ ﺩﺍﻓﻌﺎ.
-2ﺤﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ ﺘﺭﺘﺏ ﻭﻓﻘﺎ ﻷﻫﻤﻴﺘﻬﺎ ﻭﺩﺭﺠﺔ ﺇﺸﺒﺎﻋﻬﺎ ،ﺒﺩﺀ ﺒﺎﻝﺤﺎﺠﺎﺕ ﺍﻷﺴﺎﺴﻴﺔ ﻜﺎﻝﻁﻌﺎﻡ ﻭﺍﻝﺸﺭﺍﺏ
ﺇﻝﻰ ﺍﻝﺤﺎﺠﺔ ﻝﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ.
-3ﻴﺘﻡ ﺍﻻﻨﺘﻘﺎل ﻤﻥ ﻤﺴﺘﻭﻯ ﺇﻝﻰ ﺁﺨﺭ ﺤﺴﺏ ﺍﻝﺘﺭﺘﻴﺏ ﺍﻝﻤﻘﺩﻡ ﻤﻥ ﻁﺭﻑ ﻤﺎﺴﻠﻭ ،ﻭﻨﺩﺭﺝ ﺫﻝﻙ ﺍﻝﺘﺭﺘﻴﺏ ﻓﻲ
ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
ﺍﻝﺤﺎﺠﺔ
ﺍﻝﺤﺎﺠﺔ ﻝﻼﺤﺘﺭﺍﻡ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ
)-(1ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻤﻁﺒﻭﻋﺎﺕ ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ ،2001، ،ﺹ. 119 :
)-(2ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.154 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺤﺎﺠﺎﺕ ﺍﻷﻤﺎﻥ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ
La source : Lazary, Economie de l’entreprise, Ed-es- Salem, Chéraga, 2001, P :18.
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ :ﻭ ﻫﻲ ﺤﺎﺠﺎﺕ ﺃﺴﺎﺴﻴﺔ ﻴﻁﻠﺒﻬﺎ ﺍﻝﻔﺭﺩ ،ﻭ ﻝﻬﺎ ﺩﻭﺭ ﻓﻌﺎل ﻓﻲ ﺩﻓﻊ ﺍﻷﻓﺭﺍﺩ ﻨﺤﻭ
ﺍﻝﻌﻤل ،ﻓﻬﻲ ﺘﻌﻤل ﻋﻠﻰ ﺤﻔﻅ ﺍﻝﺘﻭﺍﺯﻥ ﺍﻝﺠﺴﺩﻱ ﻝﻠﻔﺭﺩ ﺒﻐﻴﺔ ﺒﻘﺎﺀﻩ ﻭﻨﻤﻭﻩ ،ﻓﺒﺈﺸﺒﺎﻉ ﻫﺫﻩ ﺍﻝﺤﺎﺠﺔ ﺘﺒﺩﺃ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻷﺨﺭﻯ ﻓﻲ ﺍﻹﻝﺤﺎﺡ ﻭﺍﻝﻅﻬﻭﺭ ،ﻭﻴﺅﻜﺩ ﻤﺎﺴﻠﻭ ﺃﻨﻪ ﺇﺫﺍ ﻜﺎﻨﺕ ﻜل ﺍﻝﺤﺎﺠﺎﺕ ﻏﻴﺭ ﻤﺸﺒﻌﺔ ﻓﺄﻭل
ﺤﺎﺠﺔ ﻝﻠﻅﻬﻭﺭ ﻭﺍﻝﻁﻠﺏ ﻫﻲ ﺍﻝﺤﺎﺠﺔ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ ،ﻭﻴﺘﻡ ﺇﺸﺒﺎﻋﻬﺎ ﺒﺎﻷﺠﺭ ﺍﻝﻜﺎﻓﻲ ﻭﺍﻻﻤﺘﻴﺎﺯﺍﺕ
ﺍﻝﻤﺨﺘﻠﻔﺔ.
ﺤﺎﺠﺎﺕ ﺍﻷﻤﺎﻥ :ﺒﻌﺩ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻷﺴﺎﺴﻴﺔ ﺍﻷﻭﻝﻰ ،ﺘﺘﻭﻝﺩ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻷﻤﺎﻥ ﻭﺍﻻﺴﺘﻘﺭﺍﺭ ،ﺃﺴﺎﺴﻬﺎ
ﺍﻝﺒﻴﺌﺔ ﺍﻵﻤﻨﺔ ﻭﺍﻝﻤﺴﺎﻋﺩﺓ ﻋﻠﻰ ﺍﻝﻌﻤل ،ﻭﻴﻁﺎﻝﺏ ﺍﻝﻔﺭﺩ ﻜﺫﻝﻙ ﺒﻌﻤل ﻤﺴﺘﻘﺭ ﻴﻭﻓﺭ ﻝﻪ ﺍﻷﺠﺭ ﺍﻝﻤﺘﻭﺍﻓﻕ ﻤﻊ
ﺠﻬﺩﻩ ﻭﺍﻝﻜﺎﻓﻲ ﻝﻤﻭﺍﺠﻬﺔ ﻤﺘﻁﻠﺒﺎﺘﻪ ﺍﻝﻴﻭﻤﻴﺔ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺃﻨﻭﺍﻉ ﺍﻝﺘﺄﻤﻴﻥ ﺍﻝﻤﺘﻌﺩﺩﺓ ﻜﺎﻝﺘﺄﻤﻴﻥ
ﻋﻠﻰ ﺍﻝﺒﻁﺎﻝﺔ ﻤﺜﻼ.
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ :ﺒﻌﺩ ﺇﺸﺒﺎﻉ ﻜل ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻴﺔ ﻭﺤﺎﺠﺔ ﺍﻷﻤﺎﻥ ﺘﺒﺩﺃ ﺍﻝﺤﺎﺠﺔ
ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻓﻲ ﺍﻝﻅﻬﻭﺭ ﻜﺎﻝﺼﺩﺍﻗﺔ ،ﺍﻝﺘﻌﺎﻁﻑ ﻤﻊ ﺍﻵﺨﺭﻴﻥ ﻭﺍﻝﺸﻌﻭﺭ ﺒﺎﻻﻨﺘﻤﺎﺀ ﻭﻋﻼﻗﺎﺕ ﺠﻴﺩﺓ ﻤﻊ
ﺍﻝﺯﻤﻼﺀ ﻭﺍﻝﻤﺸﺭﻑ ،ﻭﺇﺫﺍ ﻝﻡ ﺘﺸﺒﻊ ﻫﺫﻩ ﺍﻝﺤﺎﺠﺔ ﻗﺩ ﻴﺤﺼل ﺒﻌﺽ ﺍﻝﺘﻭﺘﺭ ﻭﻋﺩﻡ ﻗﺩﺭﺓ ﺍﻝﻔﺭﺩ ﻋﻠﻰ
ﺍﻝﺘﻜﻴﻑ ﻤﻊ ﻤﻥ ﺤﻭﻝﻪ ﺫﻝﻙ ﺍﻝﻤﺘﻐﻴﺭ – ﺍﻝﺘﻜﻴﻑ – ﺍﻝﺫﻱ ﻝﻪ ﺩﻭﺭ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ.
ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻻﺤﺘﺭﺍﻡ :ﺍﻝﻔﺭﺩ ﺒﻁﺒﻴﻌﺘﻪ ﻴﺤﺘﺎﺝ ﺇﻝﻰ ﻤﻥ ﻴﺤﺘﺭﻤﻪ ﻭﻴﻘﺩﺭﻩ ﻭﻓﻲ ﺫﻝﻙ ﻴﺴﻌﻰ ﺇﻝﻰ ﺘﻜﻭﻴﻥ
ﺼﻭﺭﺓ ﺇﻴﺠﺎﺒﻴﺔ ﻋﻥ ﻨﻔﺴﻪ ،ﺘﺠﻌل ﻤﻥ ﺍﻵﺨﺭﻴﻥ ﻴﻌﺘﺭﻓﻭﻥ ﺒﻪ ﻜﻌﻨﺼﺭ ﻤﻔﻴﺩ ﻭﻤﻬﻡ ،ﺃﻱ ﺘﻘﺒل ﺍﻝﺠﻤﺎﻋﺔ ﻝﻪ
ﻭﺍﺤﺘﺭﺍﻤﻪ ،ﻭﻫﺫﺍ ﺍﻝﻨﻭﻉ ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ ﻴﺒﺭﺯ ﻝﻨﺎ ﺃﻤﺭﻴﻥ :
ﺃﺤﺩﻫﻤﺎ ﻤﺘﻌﻠﻕ ﺒﺎﻝﺜﻘﺔ ﺒﺎﻝﻨﻔﺱ ﻭﻤﺴﺘﻭﻯ ﺍﻝﻁﻤﻭﺡ ﻭﺍﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺍﻹﻨﺠﺎﺯ ،ﻭﺍﻵﺨﺭ ﻴﺘﻌﻠﻕ ﺒﺎﻝﺴﻤﻌﺔ
ﺍﻝﺤﺴﻨﺔ ﻭﺍﻝﺼﻭﺭﺓ ﺍﻝﺘﻲ ﻴﺸﻜﻠﻬﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻨﻔﺴﻪ ،ﻓﺒﺘﻔﺎﻋل ﺍﻷﻤﺭﻴﻥ ﻴﺤﺼل ﺍﺤﺘﺭﺍﻡ ﺍﻵﺨﺭﻴﻥ ﻭﺘﻘﺩﻴﺭﻫﻡ ﻝﻪ
ﻤﻤﺎ ﻴﺅﺩﻱ ﺒﺎﻝﻔﺭﺩ ﺇﻝﻰ ﺍﻝﺸﻌﻭﺭ ﺒﺄﻨﻪ ﻋﻠﻰ ﻤﻜﺎﻨﺔ ﺒﺎﻝﻐﺔ ﺍﻷﻫﻤﻴﺔ ﻓﻲ ﻨﻅﺭ ﻏﻴﺭﻩ ﻭﻫﻲ ﺒﺫﻝﻙ »ﺤﺎﺠﺔ ﺍﻝﻔﺭﺩ ﺇﻝﻰ
ﺍﻝﻭﻋﻲ ﺒﺄﻫﻤﻴﺘﻪ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻶﺨﺭﻴﻥ«).(1
)-(1ﺭﺒﻴﻊ ﺸﺘﻴﻭﻱ ،ﻤﺤﺩﺩﺍﺕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺴﺘﺸﺎﺭﻱ ﺍﻝﺘﻭﺠﻴﻪ ﺍﻝﻤﺩﺭﺴﻲ ﻭﺍﻝﻤﻬﻨﻲ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ
ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻭ ﺍﻝﻌﻠﻭﻡ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ﻗﺴﻨﻁﻴﻨﺔ ،2002 ،ﺹ.37:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ :ﺘﻤﺜل ﻗﻤﺔ ﺍﻝﻬﺭﻡ ،ﻓﻠﻥ ﺘﻅﻬﺭ ﺍﻝﺤﺎﺠﺔ ﻝﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ ﺇﻻ ﺒﻌﺩ ﺇﺸﺒﺎﻉ ﻜل
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ،ﻓﻬﻲ ﺤﺎﺠﺎﺕ ﺘﺘﻌﻠﻕ ﺒﻨﺠﺎﺡ ﺍﻝﻔﺭﺩ ،ﺃﻱ ﺘﺤﻘﻴﻘﻪ ﻝﻁﻤﻭﺤﺎﺘﻪ ﻭﺃﻫﺩﺍﻓﻪ ،ﻭﻴﺫﻜﺭ
ﻓﻲ ﺫﻝﻙ ﻤﺎﺴﻠﻭ ﺃﻨﻬﺎ »ﺍﻝﺘﻁﻠﻊ ﻷﻥ ﻴﻜﻭﻥ ﺍﻝﺸﺨﺹ ﻜل ﻤﺎ ﻴﺴﺘﻁﻴﻊ ﺃﻥ ﻴﻜﻭﻥ«) ،(1ﻭﺘﺤﻘﻴﻕ ﺫﻝﻙ ﻴﻌﻨﻲ
ﺇﺘﺎﺤﺔ ﺍﻝﻔﺭﺼﺔ ﻷﻱ ﻓﺭﺩ ﻋﺎﻤل ﻹﺜﺒﺎﺕ ﺫﺍﺘﻪ ﻤﻥ ﺨﻼل ﺘﻜﻠﻴﻔﻪ ﺒﺄﻋﻤﺎل ﺘﺘﻼﺀﻡ ﻭﻗﺩﺭﺍﺘﻪ ،ﻤﻊ ﻓﺴﺢ
ﺍﻝﻤﺠﺎل ﺃﻤﺎﻤﻪ ﻝﺘﻘﺩﻴﻡ ﺍﻝﻤﻘﺘﺭﺤﺎﺕ ﻭﺍﻝﻤﻨﺎﻗﺸﺎﺕ ﻓﻲ ﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻝﻤﺨﺘﻠﻔﺔ ﺃﻱ ﺍﻷﺨﺫ ﺒﻤﺒﺩﺃ ﺍﻝﻤﺸﺎﺭﻜﺔ .
ﻭﻋﻠﻴﻪ ﻴﺭﻯ ﻤﺎﺴﻠﻭ ﺃﻥ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﻓﻲ ﺘﻨﺎﻡ ﻤﺴﺘﻤﺭ ،ﻓﺘﻠﻙ ﺍﻝﺤﺎﺠﺎﺕ ﻫﻲ ﺍﻝﺘﻲ ﺘﺩﻓﻊ ﺒﺎﻝﻔﺭﺩ ﺇﻝﻰ
ﺘﺒﻨﻲ ﺴﻠﻭﻙ ﻤﻌﻴﻥ ﺒﺎﻋﺘﺒﺎﺭﻩ ﺍﻝﺴﺒﻴل ﻹﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ﺍﻝﻤﻁﻠﻭﺒﺔ ،ﺇﺫ ﺃﻥ ﺍﻝﺤﺎﺠﺎﺕ ﻏﻴﺭ ﺍﻝﻤﺸﺒﻌﺔ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻌﻭﺍﻤل
ﺍﻝﻤﺤﺭﻜﺔ ﻝﺩﺍﻓﻊ ﺍﻝﻔﺭﺩ ،ﻭﻋﺩﻡ ﺘﻠﺒﻴﺔ ﺍﻝﺤﺎﺠﺎﺕ ﻝﻤﺩﺓ ﻁﻭﻴﻠﺔ ﻨﺴﺒﻴﺎ ﻴﺤﺩﺙ ﺭﺩﻭﺩ ﻓﻌل ﺴﻠﻭﻜﻴﺔ ﺴﻠﺒﻴﺔ ﻤﻥ ﻁﺭﻑ
ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻜﺎﻻﻋﺘﺩﺍﺀ ﺒﻨﻭﻋﻴﻪ ﺍﻝﻤﻌﻨﻭﻱ ﻜﺎﻝﺸﺘﻡ ﻭﺍﻝﻤﺎﺩﻱ ﻜﺎﻝﺴﺭﻗﺔ ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻝﻅﻭﺍﻫﺭ ﺍﻝﺴﻴﺌﺔ ﺍﻝﺘﻲ ﺘﻌﺩ
ﻤﻥ ﺒﻴﻥ ﻤﺅﺸﺭﺍﺕ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ .
ﺇﻥ ﻨﻅﺭﻴﺔ ﻤﺎﺴﻠﻭ ﻝﻬﺎ ﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ ﺍﻝﻤﺠﺎل ﺍﻝﻌﻠﻤﻲ ،ﺇﺫ ﺘﺴﺘﻁﻴﻊ ﺃﻥ ﺘﻜﻭﻥ ﺍﻝﻤﻭﺠﻪ ﺍﻝﻔﻌﺎل
ﻝﻠﻤﺅﺴﺴﺎﺕ ﻓﻲ ﻓﻬﻡ ﺩﻭﺍﻓﻊ ﻋﻤﺎﻝﻬﺎ ،ﻭﺘﺤﺩﻴﺩ ﺍﻝﻭﺴﺎﺌل ﺍﻝﻤﻨﺎﺴﺒﺔ ﻹﺸﺒﺎﻋﻬﺎ ﻜﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺃﺴﺱ ﺴﻠﻴﻤﺔ ﻝﻌﻤﻠﻴﺔ
ﺍﻝﺘﺤﻔﻴﺯ ﻷﻥ ﺫﻝﻙ ﻴﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻭﺒﺎﻝﺭﻏﻡ ﻤﻥ ﺃﻨﻬﺎ ﺭﺒﻁﺕ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻨﻔﺴﻴﺔ ﺒﺎﻝﻌﻭﺍﻤل
ﺍﻝﻤﺎﺩﻴﺔ ﺇﻻ ﺃﻨﻬﺎ ﻻﻗﺕ ﻋﺩﺓ ﺍﻨﺘﻘﺎﺩﺍﺕ ،ﻓﺎﻝﻔﺭﺩ ﺍﻝﻌﺎﺩﻱ ﻴﺤﻘﻕ ﺇﺸﺒﺎﻋﺎ ﻝﺤﺎﺠﺎﺘﻪ ﻭﻓﻘﺎ ﻝﻠﻨﺴﺏ ﺍﻝﻤﺩﺭﺠﺔ ﻓﻲ ﻫﺭﻡ
ﺘﺩﺭﺝ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﺒﻴﻥ ﺃﺩﻨﺎﻩ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺍﻝﻤﺼﺩﺭ :ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﻤﻔﻬﻭﻡ ﺍﻝﺩﺍﻓﻌﻴﺔ ﻓﻲ ﻤﺨﺘﻠﻑ ﻨﻅﺭﻴﺎﺕ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﻤﺠﻠﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ،
ﻋﺩﺩ ،19ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ﻗﺴﻨﻁﻴﻨﺔ ،ﺍﻝﺠﺯﺍﺌﺭ 15 ،ﺠﻭﺍﻥ ،2001ﺹ.139
ﻭﻓﻘﺎ ﻝﺫﻝﻙ ﻨﺠﺩ ﺃﻥ ﺍﻝﺴﻠﻭﻙ ﻻ ﺘﺅﺜﺭ ﻓﻴﻪ ﺤﺎﺠﺎﺕ ﻤﻌﻴﻨﺔ ﺒﺫﺍﺘﻬﺎ ﻭﺇﻨﻤﺎ ﻴﺘﺄﺜﺭ ﻭﻴﺘﺤﺩﺩ ﻤﻥ ﺨﻼل ﺠﻤﻠﺔ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﻌﻠﻨﺔ ﺴﺎﺒﻘﺎ ،ﻭﻫﺫﺍ ﺍﻷﻤﺭ ﻤﺘﻌﺎﺭﺽ ﻤﻊ ﻓﻜﺭﺓ ﺍﻝﺘﺴﻠﺴل ﺍﻝﺜﺎﺒﺕ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻓﻕ ﺘﺴﻠﺴل
ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ .
ﻓﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﻱ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺔ ﻓﻲ ﻤﺴﺘﻭﻯ ﻤﺎ ﻻ ﻴﻜﻔﻲ ﻹﻝﻐﺎﺀ ﻫﺫﻩ ﺍﻝﺤﺎﺠﺔ ﻭﺇﺤﻼﻝﻬﺎ
ﺒﺤﺎﺠﺔ ﻤﻭﺍﻝﻴﺔ ،ﺍﻝﺴﺒﺏ ﻓﻲ ﺫﻝﻙ ﻨﺭﺠﻌﻪ ﺇﻝﻰ ﺍﻝﻤﻴﺯﺓ ﺍﻝﻔﻁﺭﻴﺔ ﺍﻝﺘﻲ ﺘﺘﻤﺘﻊ ﺒﻬﺎ ﺍﻝﺤﺎﺠﺎﺕ ﻓﻬﻲ ﻻ ﺘﺯﻭل ،ﻭﻤﻥ
ﺠﻬﺔ ﺃﺨﺭﻯ ﺍﻝﺸﻌﻭﺭ ﺒﻌﺩﻡ ﺍﻝﺭﻀﺎ ﻨﻅﺭﺍ ﻝﻌﺩﻡ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺔ ﻤﺎ ﻻ ﻴﺴﺘﺒﻌﺩ ﺘﻨﺸﻴﻁ ﺍﻝﺤﺎﺠﺔ ﺍﻷﻋﻠﻰ ﻤﻨﻬﺎ ﻤﺭﺘﺒﺔ
ﻓﻲ ﺍﻝﺴﻠﻡ .
ﻭﻋﻠﻴﻪ ﻻ ﻴﻭﺠﺩ ﺍﺴﺘﻘﺭﺍﺭ ﻓﻲ ﺘﺭﺘﻴﺏ ﺍﻝﺤﺎﺠﺎﺕ ،ﺇﺫ ﻴﺨﺘﻠﻑ ﺒﺎﺨﺘﻼﻑ ﺍﻷﻓﺭﺍﺩ ،ﻓﻘﺩ ﻻ ﻴﻨﺘﻘل ﺍﻝﻔﺭﺩ
ﺒﺎﻝﻀﺭﻭﺭﺓ ﻤﻥ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺔ ﻤﻠﺤﺔ ﺇﻝﻰ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺔ ﺃﺨﺭﻯ ﺃﻗل ﻤﻨﻬﺎ ﺇﻝﺤﺎﺤﺎ ،ﻓﺎﻝﻔﺭﺩ ﻤﺜﻼ ﻤﺴﺘﻌﺩ ﻝﺘﻔﻀﻴل
ﺇﺸﺒﺎﻉ ﺤﺎﺠﺔ ﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ ﻗﺒل ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻌﺎﻁﻔﻴﺔ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻴﺨﺘﻠﻑ ﺍﻷﻓﺭﺍﺩ ﻓﻲ ﺩﺭﺠﺔ
ﺍﻷﻫﻤﻴﺔ ﻭﺍﻷﻭﺯﺍﻥ ﺍﻝﺘﻲ ﻴﻌﻁﻭﻨﻬﺎ ﻝﻜل ﺤﺎﺠﺔ ،ﻭﻨﺠﺩ ﻝﻌﻨﺼﺭ ﺍﻝﺯﻤﻥ ﺠﺎﻨﺏ ﻤﻥ ﺍﻻﻋﺘﺒﺎﺭ ،ﻓﻬﻭ ﻋﺎﻤل ﻤﻬﻡ ﻓﻲ
ﺘﺭﺘﻴﺏ ﺤﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ ،ﺇﺫ ﻴﺘﻐﻴﺭ ﺘﺭﺘﻴﺏ ﺍﻝﺤﺎﺠﺎﺕ ﻓﻲ ﺍﻝﻬﺭﻡ ﺒﺤﺴﺏ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺴﺎﺌﺩﺓ ﺘﻠﻙ ﺍﻝﻠﺤﻅﺔ ،ﻓﻘﺩ
ﻴﺭﻜﺯ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻋﻨﺩ ﺒﺩﺍﻴﺔ ﻋﻤﻠﻪ ﻋﻠﻰ ﺤﺎﺠﺔ ﺍﻷﻤﻥ ﻭﺍﻻﺴﺘﻘﺭﺍﺭ ﻭﺘﺭﻗﻴﺘﻪ ﺇﻝﻰ ﻤﻨﺼﺏ ﺭﺌﻴﺱ ﻗﺴﻡ ﺘﺠﻌل
ﻤﻥ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ ﺃﻜﺜﺭ ﺃﻫﻤﻴﺔ ،ﻓﺎﺤﺘﺭﺍﻡ ﺍﻵﺨﺭﻴﻥ ﻝﻪ ﻋﻨﺩﻤﺎ ﻴﺼﺒﺢ ﻤﺩﻴﺭﺍ).(1
ﺍﺤﺘﻭﺕ ﻨﻅﺭﻴﺔ ﻫﺭﺯﺒﺭﻍ ﺘﺤﻠﻴﻼ ﻤﺨﺎﻝﻔﺎ ﻝﻨﻅﺭﻴﺔ ﻤﺎﺴﻠﻭ ﻋﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺴﺎﺱ ﺍﻝﺫﻱ
ﺘﻀﻤﻨﺘﻪ »ﺃﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺘﺅﺩﻱ ﺇﻝﻰ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻫﻲ ﻤﻥ ﻁﺒﻴﻌﺔ ﻤﺨﺘﻠﻔﺔ ﻋﻥ ﺘﻠﻙ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺘﺅﺩﻱ ﺇﻝﻰ ﺇﺯﺍﻝﺔ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ«) ،(1ﻓﺒﻌﺩ ﺍﻝﻤﺭﺍﺠﻌﺔ ﺍﻝﺘﻲ ﻗﺎﻡ ﺒﻬﺎ ﻓﺭﻴﺩﻴﺭﻴﻙ ﻫﺭﺯ ﺒﺭﻍ ﻭﻤﺎﺴﻨﺭ
Mausnerﻭﺴﻴﻨﺩﺭﻤﺎﻥ ،Syndermanﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻝﻭﻻﻴﺎﺕ ﺍﻝﻤﺘﺤﺩﺓ ﺍﻷﻤﺭﻴﻜﻴﺔ ﺴﻨﺔ 1957
ﻓﻲ ﺨﻀﻡ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﺸﺎﻤﻠﺔ ﻝﻠﺒﺤﻭﺙ ﺍﻝﺘﻲ ﻗﺩﻤﺕ ﺤﻭل ﻤﻭﻀﻭﻉ ﺍﺘﺠﺎﻫﺎﺕ ﻭﻤﻭﺍﻗﻑ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺇﺯﺍﺀ ﺃﻋﻤﺎﻝﻬﻡ
ﺘﺒﻴﻥ ﺍﻨﻪ ﺜﻤﺔ ﻓﺌﺘﻴﻥ ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ ،ﺍﻷﻭﻝﻰ ﺤﺎﺠﺎﺕ ﺍﻝﻔﺭﺩ ﺍﻝﺘﻲ ﺘﻤﻨﻌﻪ ﻤﻥ ﺍﻷﻝﻡ ﻭﺍﻝﺜﺎﻨﻴﺔ ﺤﺎﺠﺎﺕ ﺘﻨﻤﻴﻪ
ﻨﻔﺴﻴﺎ). (2
ﺒﻨﺎﺀ ﻋﻠﻰ ﺫﻝﻙ ﻗﺴﻡ ﻫﺭﺯ ﺒﺭﻍ ﺍﻝﻌﻭﺍﻤل ﺇﻝﻰ ﻤﺠﻤﻭﻋﺘﻴﻥ ﻫﻤﺎ):(3
-1ﺍﻝﻌﻭﺍﻤل ﺍﻝﺼﺤﻴﺔ )ﺍﻝﻭﻗﺎﺌﻴﺔ( :ﻫﻲ ﻋﻭﺍﻤل ﻤﺴﺅﻭﻝﺔ ﻋﻥ ﺯﻭﺍل ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻓﺘﻭﻓﺭﻫﺎ
ﺒﺸﻜل ﺠﻴﺩ ﻴﺅﺩﻱ ﺇﻝﻰ ﺘﺠﻨﺏ ﻤﺸﺎﻋﺭ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻝﻜﻨﻬﺎ ﻻ ﺘﺅﺩﻱ ﺇﻝﻰ ﺨﻠﻕ ﻗﻭﺓ ﺩﺍﻓﻌﺔ ﻭﺤﻤﺎﺱ ﻝﺩﻯ ﺍﻝﻔﺭﺩ
ﺍﻝﻌﺎﻤل ﻓﻬﻲ ﻜﻔﻴﻠﺔ ﺒﺤﻤﺎﻴﺘﻪ ﻭﺼﻴﺎﻨﺘﻪ ﻭﺘﺘﻤﺜل ﻓﻲ:
-ﺍﻹﺸﺭﺍﻑ.
-ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﺍﻝﻤﺎﺩﻴﺔ.
-ﺍﻝﺤﻴﺎﺓ ﺍﻝﺸﺨﺼﻴﺔ.
-ﺍﻝﺤﺎﻝﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ.
-ﺍﻝﻌﻼﻗﺔ ﻤﻊ ﺍﻝﺯﻤﻼﺀ.
-ﺍﻝﻌﻼﻗﺔ ﻤﻊ ﺍﻝﺭﺅﺴﺎﺀ ﻭﺍﻝﻤﺭﺅﻭﺴﻴﻥ.
-ﺍﻷﺠﺭ.
-2ﺍﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ :ﺘﻤﺜل ﻤﺠﻤﻭﻉ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺘﺅﺩﻱ ﺇﻝﻰ ﺨﻠﻕ ﻗﻭﺓ ﺩﻓﻊ ﻝﺴﻠﻭﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ،
ﻭﺘﺴﺒﺏ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﺘﻭﺠﻬﻬﻡ ﺇﻝﻰ ﺒﺫل ﺍﻝﻤﺯﻴﺩ ﻤﻥ ﺍﻝﺠﻬﺩ ﻝﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ ﺍﻝﻤﺭﻏﻭﺏ ﻓﻴﻬﺎ ﻭﺘﺘﻤﺜل
ﻫﺫﻩ ﺍﻝﻌﻭﺍﻤل ﻓﻲ:
-ﺍﻹﻨﺠﺎﺯﺍﺕ.
-ﺍﻻﻋﺘﺭﺍﻑ ﻤﻥ ﺍﻝﺯﻤﻼﺀ ﻭﺍﻹﺩﺍﺭﺓ.
)(1
-Luc Boyer et Noel Equilbey, Organisation, théories et application, édition d’organisation, Paris
2000, P:81
)-(2ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.159 :
)-(3ﺃﺤﻤﺩ ﻤﺎﻫﺭ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﻤﺩﺨل ﺒﻨﺎﺀ ﺍﻝﻤﻬﺎﺭﺍﺕ ،ﻁ ،2ﺍﻝﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﻴﺔ ﻝﻠﻨﺸﺭ ﻭ ﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ2002 ،
ﺹ ﺹ.239-237 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
-ﺍﻝﻌﻤل ﻨﻔﺴﻪ.
-ﺍﻝﺘﻘﺩﻡ ﻭﺍﻝﺘﺭﻗﻴﺔ.
-ﺍﻝﻨﻤﻭ.
-ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺘﻘﺩﻴﺭ ﺍﻵﺨﺭﻴﻥ ﻭﺍﺤﺘﺭﺍﻤﻬﻡ.
-ﺍﻝﻤﺴﺅﻭﻝﻴﺔ.
ﺘﻌﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ ﻀﺭﻭﺭﻴﺔ ﻝﺤﺩﻭﺙ ﺍﻝﺭﻀﺎ ﻭﻨﻘﺼﻬﺎ ﻻ ﻴﺅﺩﻱ ﺇﻝﻰ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻭﺒﺘﻭﺍﻓﺭ
ﺍﻝﻌﻭﺍﻤل ﺍﻝﻭﻗﺎﺌﻴﺔ )ﺍﻝﺼﺤﻴﺔ( ﻻ ﻴﺅﺩﻱ ﺇﻝﻰ ﺤﺩﻭﺙ ﺍﻝﺭﻀﺎ ﻭﻨﻘﺼﻬﺎ ﻴﺅﺩﻱ ﺇﻝﻰ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻭﺒﺼﻔﺔ ﻋﺎﻤﺔ
ﻓﺈﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﺘﺤﻘﻕ ﺤﺎﻝﺔ ﺘﻭﺍﻓﺭ ﺍﻝﺤﺩ ﺍﻝﻤﻌﻘﻭل ﻭﺍﻝﻤﻨﺎﺴﺏ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ ﻭﺍﻝﺼﺤﻴﺔ ﻤﻌﺎ
ﻭﻴﺅﻜﺩ ﻝﻨﺎ ﺼﺎﺤﺏ ﺍﻝﻨﻅﺭﻴﺔ ﺃﻥ ﺍﻝﻨﻤﻭ ﺍﻝﻨﻔﺴﻲ ﻴﺴﺎﻫﻡ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺃﻥ ﻓﺭﺹ ﺍﻝﻨﻤﻭ ﺘﺘﺤﻘﻕ
ﻤﻥ ﺨﻼل ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﺅﺩﻴﻪ ﺍﻝﻔﺭﺩ).(1
)-(1ﻤﺼﻁﻔﻲ ﻤﺼﻁﻔﻲ ﻜﺎﻤل ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺩﺭﺍﺴﺎﺕ ﻓﻲ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﺤﺩﻴﺜﺔ ﻓﻲ ﺍﻹﺩﺍﺭﺓ ،ﺍﻝﺸﺭﻜﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻨﺸﺭ
ﻭ ﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻝﻘﺎﻫﺭﺓ ،1994 ،ﺹ100 ، 99:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺇﻥ ﺍﻝﻔﻠﺴﻔﺔ ﺍﻝﺘﻲ ﺘﻘﻭﻡ ﻋﻠﻴﻬﺎ ﻨﻅﺭﻴﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺘﻜﻤﻥ ﻓﻲ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻌﺎﻡ ﻭﺍﻻﺴﺘﻴﺎﺀ ﺍﻝﻌﺎﻡ
ﻤﺘﻐﻴﺭﻴﻥ ﻤﻨﻔﺼﻠﻴﻥ ﻤﻤﺎ ﻴﻌﻨﻲ ﺃﻥ ﻋﻜﺱ ﺍﻝﺭﻀﺎ ﻫﻭ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻭﻝﻴﺱ ﺍﻻﺴﺘﻴﺎﺀ ﻭﻋﻜﺱ ﺍﻻﺴﺘﻴﺎﺀ ﻫﻭ ﻋﺩﻡ
ﻭﺠﻭﺩ ﺍﺴﺘﻴﺎﺀ ﻭﻝﻴﺱ ﺍﻝﺭﻀﺎ ،ﻭﺘﺨﺘﻠﻑ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺴﺒﺒﺔ ﻝﻠﺭﻀﺎ ﺍﻝﺘﺎﻡ ﻋﻥ ﺘﻠﻙ ﺍﻝﺘﻲ ﺘﺨﻠﻕ ﺍﻻﺴﺘﻴﺎﺀ
ﻓﺎﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ ﺘﺴﺒﺏ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﺭﻀﺎ ﺍﻝﺘﺎﻡ ﻭﺒﺎﻝﻤﻘﺎﺒل ﻨﺠﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺼﺤﻴﺔ ﻤﻥ ﺇﺸﺭﺍﻑ ﻭﻋﻼﻗﺎﺕ ﺠﻴﺩﺓ
ﺒﺎﻝﺭﺅﺴﺎﺀ...ﺫﺍﺕ ﺘﺄﺜﻴﺭ ﻓﻲ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺎﻻﺴﺘﻴﺎﺀ ﺍﻝﺸﺩﻴﺩ ،ﻓﻜﻠﻤﺎ ﺯﺍﺩﺕ ﺩﺭﺠﺔ ﺇﺸﺒﺎﻉ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺼﺤﻴﺔ ﻗل
ﻤﻌﻬﺎ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻻﺴﺘﻴﺎﺀ ﺇﻝﻰ ﺤﺩ ﺩﺭﺠﺔ ﺍﻝﺼﻔﺭ ،ﺃﻤﺎ ﺯﻴﺎﺩﺓ ﺩﺭﺠﺔ ﺇﺸﺒﺎﻉ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ ﻴﺯﻴﺩ ﻤﻌﻬﺎ ﺍﻝﺸﻌﻭﺭ
ﺒﺎﻝﺭﻀﺎ ﻭﻴﺼل ﺇﻝﻰ ﺤﺎﻝﺔ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﺭﻀﺎ ﺍﻝﺘﺎﻡ ،ﻭ ﻨﻭﻀﺢ ﺫﻝﻙ ﻓﻲ ﺍﻝﺒﻴﺎﻥ ﺍﻝﺘﺎﻝﻲ:
ﻋﺎﻤل ﺩﺍﻓﻊ
ﺍﻝﻌﻭﺍﻤل
ﻋﻠﻰ ﻀﻭﺀ ﺫﻝﻙ ﻨﺠﺩ ﺍﻷﺴﺎﺱ ﻓﻲ ﻨﻅﺭﻴﺔ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺯﺩﻭﺠﺔ ﻝﻬﺭﺯﺒﺭﻍ ﻗﻴﺎﻡ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺈﺸﺒﺎﻉ
ﺍﻝﻌﻭﺍﻤل ﺍﻝﺩﺍﻓﻌﺔ ﺇﻝﻰ ﺍﻝﺩﺭﺠﺔ ﺍﻝﺘﻲ ﻋﻨﺩﻫﺎ ﻴﺤﺩﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻨﺠﺩ ﺍﻝﻭﺴﻴﻠﺔ ﻓﻲ ﺫﻝﻙ ﺘﻜﻤﻥ ﻓﻲ ﻋﻤﻠﻴﺔ
ﺍﻝﺘﺤﻔﻴﺯ ﺍﻝﺘﻲ ﻴﻤﻜﻥ ﻷﻱ ﻤﺅﺴﺴﺔ ﺃﻥ ﺘﺴﺘﻨﺩ ﻋﻠﻴﻬﺎ ﻹﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﺩﺍﻓﻌﺔ ﻜﺘﻨﻅﻴﻡ ﺍﻝﻌﻤل ﻭﻓﻕ ﺃﺴﺱ ﻋﻠﻤﻴﺔ
ﻤﻥ ﺠﻬﺔ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﺘﺴﻌﻰ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺭﻏﺒﺔ ﻤﻨﻬﺎ ﻓﻲ ﺍﻻﺴﺘﻔﺎﺩﺓ ﺍﻝﻜﺎﻤﻠﺔ ﻤﻥ ﻗﺩﺭﺍﺕ ﺍﻝﻤﻭﺍﺭﺩ
ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﻤﺘﺎﺤﺔ ﻝﺩﻴﻬﺎ ﺇﻝﻰ ﺘﺭﻜﻴﺯ ﺠﻬﻭﺩﻫﺎ ﻓﻲ ﺇﺸﺒﺎﻉ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺼﺤﻴﺔ ﻤﻥ ﺨﻼل ﺘﻭﻓﻴﺭ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻌﻤل
ﺍﻝﻤﻼﺌﻤﺔ ،ﺍﻷﺠﺭ ﺍﻝﻤﻨﺎﺴﺏ...ﺍﻝﺦ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻝﻘﺩ ﻻﻗﺕ ﻨﺘﺎﺌﺞ ﻨﻅﺭﻴﺔ ﻫﺭﺯﺒﺭﻍ ﻨﺠﺎﺤﺎ ﻓﻲ ﺍﻝﻭﻻﻴﺎﺕ ﺍﻝﻤﺘﺤﺩﺓ ﺍﻷﻤﺭﻴﻜﻴﺔ ،ﺒﻌﺩﻤﺎ ﻗﺎﻡ ﻫﺭﺯﺒﺭﻉ
ﺒﺘﻁﺒﻴﻕ ﻫﺫﻩ ﺍﻝﻨﻅﺭﻴﺔ ﻭﺍﺨﺘﺒﺎﺭﻫﺎ ﻋﻠﻰ ﻋﺩﺩ ﻜﺒﻴﺭ ﻤﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻭﺍﻝﻤﻭﻅﻔﻴﻥ ﻤﻥ ﺍﻝﺭﺠﺎل ﻭﺍﻝﻨﺴﺎﺀ ﻓﻲ
ﻤﺅﺴﺴﺎﺕ ﻋﺎﻤﺔ ﺨﺎﺼﺔ ﻓﻲ ﻤﺴﺘﻭﻴﺎﺕ ﺃﻋﻠﻰ ﻭﺃﺩﻨﻰ ،ﻭﻋﻠﻰ ﺍﻝﺭﻏﻡ ﻤﻥ ﺫﻝﻙ ﻨﺠﺩﻫﺎ ﻻﻗﺕ ﻋﺩﺓ ﺍﻨﺘﻘﺎﺩﺍﺕ
ﻨﺫﻜﺭ):(1
-ﻝﻡ ﻴﺼل ﻋﺩﺩ ﺍﻷﻤﺎﻜﻥ ﺍﻝﺘﻲ ﺠﻤﻌﺕ ﻤﻨﻬﺎ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﻌﺩﺩ ﺍﻝﻜﺎﻓﻲ ،ﺇﺫ ﺸﻤل ﺘﺴﻌﺔ ﺃﻤﺎﻜﻥ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺃﻥ
ﺍﻝﺒﻴﺎﻨﺎﺕ ﻓﻲ ﻫﺫﻩ ﺍﻷﻤﺎﻜﻥ ﺍﻋﺘﺒﺭﺕ ﻤﺠﻤﻭﻋﺔ ﻭﺍﺤﺩﺓ ﻤﻤﺎ ﺃﺩﻯ ﺇﻝﻰ ﺇﻫﻤﺎل ﺍﻝﻔﺭﻭﻕ ﺍﻝﻤﻭﺠﻭﺩﺓ ﻓﻲ ﺍﻝﻌﻴﻨﺔ.
-ﺍﺴﺘﺨﺩﻡ ﻫﺭﺯﺒﺭﻍ ﻤﻘﺎﺒﻠﺔ ﺸﺒﻪ ﻤﺤﺩﺩﺓ ﻝﻘﻴﺎﺱ ﺍﻻﺘﺠﺎﻩ ﻨﺤﻭ ﺍﻝﻌﻤل .
-ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ ﺘﻡ ﺍﺨﺘﻴﺎﺭﻫﺎ ﻝﻴﺴﺕ ﻤﻤﺜﻠﺔ ﻝﻠﻤﺠﺘﻤﻊ ﻷﻨﻬﺎ ﺸﻤﻠﺕ ﻋﻠﻰ ﻤﻬﻨﺩﺴﻴﻥ ﻭﻤﺤﺎﺴﺒﻴﻥ ﻓﻘﻁ.
ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ﻓﺎﻝﻌﻭﺍﻤل ﺍﻝﺼﺤﻴﺔ ﻝﺩﻯ ﻓﺭﺩ ﻤﺎ ﻴﻤﻜﻥ ﺃﻥ ﺘﻜﻭﻥ ﻜﻌﻭﺍﻤل ﺩﺍﻓﻌﺔ ﻝﻔﺭﺩ ﺁﺨﺭ ﻭﻫﺫﺍ
ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻥ ﺘﺼﻨﻴﻑ ﺍﻝﻌﻭﺍﻤل ﻏﻴﺭ ﺜﺎﺒﺕ.
ﺇﺫﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻌﺎﻡ ﺤﺴﺏ Lockeﻋﺒﺎﺭﺓ ﻋﻥ ﻤﺠﻤﻭﻋﺔ ﻜل ﺍﻝﻤﻅﺎﻫﺭ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺎﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ﻤﻀﺭﻭﺏ ﻓﻲ ﺃﻫﻤﻴﺔ ﺫﻝﻙ ﺍﻝﻤﻅﻬﺭ ﻝﺫﻝﻙ ﺍﻝﻔﺭﺩ ،ﻓﻜل ﻋﺎﻤل ﺃﻭ ﻤﻅﻬﺭ ﻝﻪ ﻭﺯﻨﻪ ﻭﺃﻫﻤﻴﺘﻪ ﺍﻝﺨﺎﺼﺔ
ﻷﻱ ﻓﺭﺩ ،ﻓﻌﻠﻰ ﺴﺒﻴل ﺍﻝﻤﺜﺎل ﻻ ﺍﻝﺤﺼﺭ ﻗﺩ ﺘﻜﻭﻥ ﺍﻝﺘﺭﻗﻴﺔ ﻋﺎﻤﻼ ﻤﻬﻤﺎ ﻝﻔﺭﺩ ﻤﺎ ﻭﻝﻴﺱ ﻜﺫﻝﻙ ﻝﻔﺭﺩ ﺁﺨﺭ،
ﻓﻨﺠﺩﻫﺎ ﺇﺫﻥ – ﺍﻝﺘﺭﻗﻴﺔ – ﺘﺤﻀﻰ ﺒﻭﺯﻥ ﻭﻗﻴﻤﺔ ﻤﺭﺘﻔﻌﺔ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺍﻷﻭل.
)-(1ﺸﻔﻴﻕ ﺭﻀﻭﺍﻥ ،ﺍﻝﺴﻠﻭﻜﻴﺔ ﻭﺍﻹﺩﺍﺭﺓ ،ﻁ ،1ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺠﺎﻤﻌﻴﺔ ﻝﻠﺩﺭﺍﺴﺎﺕ ،ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ ،1994 ،ﺹ.43 ، 42:
)-(2ﻤﺤﻤﺩ ﺴﻌﻴﺩ ﺃﻨﻭﺭ ﺴﻠﻁﺎﻥ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ. 201:
)-(3ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ. 192:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﻴﺅﻜﺩ Lockeﻋﻠﻰ ﺃﻥ ﺃﻫﻤﻴﺔ ﻤﻅﻬﺭ ﻤﻌﻴﻥ ﻤﻥ ﻤﻅﺎﻫﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﺨﺘﻠﻑ ﻤﻥ ﻓﺭﺩ ﺇﻝﻰ
ﺁﺨﺭ ﻭﻴﺅﺜﺭ ﺫﻝﻙ ﻋل ﻤﺩﻯ ﺍﻻﺴﺘﺠﺎﺒﺔ ﺍﻝﻌﺎﻁﻔﻴﺔ ﺍﻝﺘﻲ ﻗﺩ ﻴﺤﺩﺜﻬﺎ ﺫﻝﻙ ﺍﻝﻌﺎﻤل ) ﺍﻝﻤﻅﻬﺭ( .
ﺒﻌﺒﺎﺭﺓ ﺃﺨﺭﻯ ﺇﺫﺍ ﻝﻡ ﻴﻜﻥ ﻋﻨﺼﺭ ﻤﻌﻴﻥ ﻤﻬﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻔﺭﺩ ﻤﺎ ،ﺴﻭﻑ ﻝﻥ ﻴﻜﻭﻥ ﺭﺍﻀﻴﺎ ﻋﻨﻪ ﺠﺩﺍ
ﻭﻻ ﻏﻴﺭ ﺭﺍﺽ ﻋﻨﻪ ﺠﺩﺍ ،ﺇﺫ ﻴﻜﻭﻥ ﺸﻌﻭﺭﻩ ﺤﻴﺎﺩﻱ ﺒﻐﺽ ﺍﻝﻨﻅﺭ ﻋﻥ ﻤﻘﺩﺍﺭ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺫﻝﻙ ﺍﻝﻌﻨﺼﺭ
ﻭﻤﻥ ﻨﺎﺤﻴﺔ ﺃﺨﺭﻯ ﺇﺫﺍ ﻜﺎﻨﺕ ﺃﺤﺩ ﻋﻭﺍﻤل ﺍﻝﺭﻀﺎ ﺫﺍﺕ ﺃﻫﻤﻴﺔ ﺒﺎﻝﻐﺔ ﻝﻠﻔﺭﺩ ،ﻓﺈﻥ ﺃﻱ ﺘﻐﻴﻴﺭ ﻴﻁﺭﺃ ﻋﻠﻴﻪ ﺒﺴﻴﻁﺎ
ﻜﺎﻥ ﺃﻭ ﻤﻌﻘﺩﺍ ﺴﻴﺤﺩﺙ ﺍﺨﺘﻼﻓﺎﺕ ﻜﺒﻴﺭﺓ ﻓﻲ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﻓﻲ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
ﺸﻜل ﺭﻗﻡ -07 -:ﻋﻼﻗﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺩﺭﺠﺔ ﺍﻝﺤﺭﺍﺭﺓ ﺤﺴﺏ LOCKE
ﺍﻝﺭﻀﺎ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﺤﺭﺍﺭﺓ
ﻤﺭﺘﻔﻊ
ﻤﺤﺎﻴﺩ
ﻤﺴﺘﻭﻯ ﺩﺭﺠﺔ
ﺍﻝﺤﺭﺍﺭﺓ
ﺒﺎﺭﺩ ﺠﺩﺍ ﺒﺎﺭﺩ ﻤﻨﺎﺴﺒﺔ ﺤﺎﺭﺓ ﺤﺎﺭﺓ ﺠﺩﺍ
ﺍﻝﻤﺼﺩﺭ :ﺸﻬﺭﺯﺍﺩ ﻝﺒﺼﻴﺭ ،ﻋﻭﺍﻤل ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﺍﻝﻌﺎﻤل ﺍﻝﺼﻨﺎﻋﻲ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ
ﺍﻝﺘﻨﻅﻴﻡ ﻭﺍﻝﻌﻤل ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﺠﺎﻤﻌﺔ ﺍﻝﺤﺎﺝ ﻝﺨﻀﺭ ،ﺒﺎﺘﻨﺔ ،2002 ،ﺹ.56 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﻜﻤﺎ ﻴﻭﻀﺢ ﺍﻝﺒﻴﺎﻥ ﺃﻨﻪ ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻝﺤﺭﺍﺭﺓ ﻝﻴﺴﺕ ﻤﻬﻤﺔ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻔﺭﺩ ﻓﺎﻥ ﺍﻝﺘﻐﻴﺭﺍﺕ ﺍﻝﻜﺒﻴﺭﺓ ﻓﻴﻬﺎ
ﺴﻴﻨﺘﺞ ﻋﻨﻬﺎ ﺘﻐﻴﺭﺍﺕ ﻗﻠﻴل ﻓﻲ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺤﺭﺍﺭﺓ ﻭﻴﻌﻜﺱ ﻝﻨﺎ ﺍﻝﺒﻴﺎﻥ ﻜﺫﻝﻙ ﺃﻨﻪ ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻝﺤﺭﺍﺭﺓ ﻤﻬﻤﺔ
ﻝﻠﻔﺭﺩ ﻓﺄﻱ ﺘﻐﻴﻴﺭ ﻴﺤﺼل ﻋﻠﻰ ﻤﺴﺘﻭﺍﻫﺎ ﻴﺅﺩﻱ ﺇﻝﻰ ﺘﻐﻴﺭﺍﺕ ﻜﺒﻴﺭﺓ ﻓﻲ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺤﺭﺍﺭﺓ.
ﻭﺒﻨﺎﺀ ﻋﻠﻴﻪ ،ﺇﺫﺍ ﺃﺩﺭﻙ ﺍﻝﻌﺎﻤل ﺒﺎﻝﻤﻘﺎﺭﻨﺔ ﺃﻥ ﺍﻝﻌﺎﺌﺩ ﺍﻝﺫﻱ ﻴﺘﺤﺼل ﻋﻠﻴﻪ ﻴﺴﺎﻭﻱ ﺍﻝﺠﻬﺩ ﺍﻝﺫﻱ ﻴﺒﺩﻝﻪ
ﻴﻜﻭﻥ ﺭﺍﻀﻴﺎ ،ﺃﻤﺎ ﺇﺫﺍ ﺃﺩﺭﻙ ﺒﺎﻝﻤﻘﺎﺭﻨﺔ ﺃﻥ ﺍﻝﻌﺎﺌﺩ ﺍﻝﺫﻱ ﻴﺤﺼل ﻋﻠﻴﻪ ﻻ ﻴﺴﺎﻭﻱ ﻭﻻ ﻴﺘﻭﺍﻓﻕ ﻭﺍﻝﺠﻬﺩ ﺍﻝﻤﺒﺫﻭل
ﻓﺈﻨﻪ ﻴﺤﺩﺙ ﻝﺩﻴﻪ ﺍﻝﺸﻌﻭﺭ ﺒﻀﻴﺎﻉ ﻗﻴﻤﺔ ﺠﻬﺩﻩ ﻭﻴﺅﺩﻱ ﺫﻝﻙ ﺇﻝﻰ ﻋﺩﻡ ﺍﻝﺭﻀﺎ.
ﻭﺘﺘﻀﺢ ﻨﻅﺭﻴﺔ ﺍﻝﻌﺩﺍﻝﺔ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻋﻨﺩﻤﺎ ﻴﺸﻌﺭ ﺍﻷﻓﺭﺍﺩ ﺃﻥ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﻘﺩﻤﺔ ﻤﻥ
ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ ﻜﺎﻝﺭﺍﺘﺏ ،ﺍﻻﻋﺘﺭﺍﻑ ﻭﺍﻝﺘﻘﺩﻴﺭ ،ﻤﻭﺯﻋﺔ ﺘﻭﺯﻴﻌﺎ ﻤﺘﺴﺎﻭﻴﺎ ﺒﻴﻨﻬﻡ ﻭﻓﻘﺎ ﻝﻤﺎ ﻴﺴﺘﺤﻘﻪ ﻜل ﻭﺍﺤﺩ،
ﻭﺘﻌﺘﻤﺩ ﺍﻝﻨﻅﺭﻴﺔ ﻋﻠﻰ):(2
-ﺍﻝﻤﺩﺨﻼﺕ ﺍﻝﺘﻲ ﺘﻌﻨﻲ ﺠﺩﺍﺭﺓ ﺍﻝﻔﺭﺩ ﻤﺜل :ﺍﻝﻌﻤﺭ ،ﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻡ ،ﺍﻝﻤﻬﺎﺭﺓ ،ﻤﻘﺩﺍﺭ ﺍﻝﺠﻬﺩ ﺍﻝﻤﺒﺫﻭل
ﻓﻲ ﺍﻝﻌﻤل.
-ﺍﻝﻌﻭﺍﺌﺩ ﺘﻤﺜل ﺍﻝﺠﺯﺍﺀﺍﺕ ﺃﻭ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﺘﻲ ﻴﺤﺼل ﻋﻠﻴﻬﺎ ﺍﻝﻔﺭﺩ ﻨﻅﻴﺭ ﺠﻬﺩﻩ ﺍﻝﻤﺒﺫﻭل ،ﻨﺫﻜﺭ ﻤﻨﻬﺎ
ﻋﻠﻰ ﺴﺒﻴل ﺍﻝﻤﺜﺎل ﻻ ﺍﻝﺤﺼﺭ ،ﺍﻝﺩﺨل ،ﺍﻻﻋﺘﺭﺍﻑ ،ﺍﻝﺘﺭﻗﻴﺔ...ﺍﻝﺦ.
ﻭﻴﺘﻡ ﺘﺤﺩﻴﺩ ﻋﺩﺍﻝﺔ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﺘﻲ ﺘﻘﺩﻤﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻤﻥ ﻋﺩﻤﻪ ،ﺒﻭﺍﺴﻁﺔ ﻤﻘﺎﺭﻨﺔ ﻤﺎ ﻴﺤﺼل ﻋﻠﻴﻪ
ﺍﻝﻔﺭﺩ ﻤﻥ ﻤﻜﺎﻓﺂﺕ ﺒﻤﺎ ﻴﺤﺼل ﻋﻠﻴﻪ ﺯﻤﻴﻠﻪ ﻭﻨﻭﻀﺢ ﺩﻝﻙ ﻓﻲ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
مدخالت مدخالت
عوائد ﻤﻘﺎﺭﻨﺔ ﻨﺘﻴﺠﺔ -ﺃ- عوائد
ﺒﻨﺘﻴﺠﺔ -ﺏ-
النتيجة
ﺍﻝﻤﻘﺎﺭﻨﺔ ﺍﻝﻤﻘﺎﺭﻨﺔ
ﻏﻴﺭ ﻋﺎﺩﻝﺔ ﻋﺎﺩﻝﺔ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ ﺍﻋﺘﻤﺎﺩﺍ ﻋﻠﻰ :ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.165
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻤﻥ ﺨﻼل ﺍﻝﺸﻜل ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﺍﻝﻔﺭﺩ ﺍﻝﺫﻱ ﻴﺠﺩ ﺍﻝﻌﺩﺍﻝﺔ ﻗﺎﺌﻤﺔ ﺒﻴﻨﻪ ﻭﺒﻴﻥ ﺯﻤﻴﻠﻪ ﻓﻲ ﺍﻝﻌﻤل ﻓﻴﻤﺎ
ﻴﺘﻌﻠﻕ ﺒﺎﻝﻤﻜﺎﻓﺄﺓ ﻭﺍﻝﻤﺩﺨﻼﺕ ﻝﻜﻼ ﺍﻝﻁﺭﻓﻴﻥ ،ﻴﺘﺤﻘﻕ ﻝﺩﻴﻪ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﺍﻝﻌﻜﺱ ﺇﺫﺍ ﻝﻡ ﺘﺘﻭﻓﺭ ﺍﻝﻌﺩﺍﻝﺔ،
ﻓﺎﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﻴﺸﻌﺭﻭﻥ ﺒﺄﻥ ﻤﻜﺎﻓﺄﺘﻬﻡ ﺃﻗل ،ﻝﻥ ﻴﺘﺤﻘﻕ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻴﻤﻜﻨﻬﻡ ﺘﻘﻠﻴل ﺠﻬﻭﺩﻫﻡ ﻝﺘﺤﻘﻴﻕ
ﺍﻝﻌﺩﺍﻝﺔ ﻭﺍﻝﻤﺴﺎﻭﺍﺓ ،ﺃﻱ ﺠﻌل ﺍﻝﺠﻬﺩ ﻭﺍﻝﻤﻜﺄﻓﺎﺓ ﻤﺘﻭﺍﺯﻨﻴﻥ .
ﻭﻨﺘﻴﺠﺔ ﻝﻬﺫﻩ ﺍﻝﻤﻘﺎﺭﻨﺔ ﻋﺭﻓﺕ ﻫﺫﻩ ﺍﻝﻨﻅﺭﻴﺔ ﺒﺎﺴﻡ "ﻨﻅﺭﻴﺔ ﺍﻝﻤﻘﺎﺭﻨﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ").(1
ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻝﻘﻭﺓ :ﺇﻥ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﺘﻜﻭﻥ ﻝﺩﻴﻬﻡ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻝﻘﻭﺓ ﻴﻌﻨﻲ ﺫﻝﻙ ﺤﺎﺠﺘﻬﻡ ﺇﻝﻰ ﺍﻝﺴﻴﻁﺭﺓ
ﻭﺍﻝﺘﺤﻜﻡ ﻓﻲ ﺴﻠﻭﻙ ﺍﻵﺨﺭﻴﻥ ،ﻭﻓﻲ ﺫﻝﻙ ﻨﺠﺩ ﺍﻨﺩﻓﺎﻋﻬﻡ ﻨﺤﻭ ﺍﻝﻤﻬﺎﻡ ﺍﻝﺘﻲ ﺘﻭﻓﺭ ﻝﻬﻡ ﻓﺭﺹ ﻜﺴﺏ ﺍﻝﻘﻭﺓ.
ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻹﻨﺠﺎﺯ :ﺇﻥ ﺍﻝﺤﺎﺠﺔ ﻝﻺﻨﺠﺎﺯ ﺘﺠﻌل ﺍﻷﻓﺭﺍﺩ ﻴﺒﺤﺜﻭﻥ ﻋﻥ ﻓﺭﺹ ﺤل ﻤﺸﻜﻼﺕ ﺍﻝﺘﺤﺩﻱ
ﻭﺍﻝﺘﻔﻭﻕ ﻓﺤﺴﺏ ﺭﺃﻱ ﻤﻜﻠﻴﻠﻨﺩ ،ﺃﻥ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﻝﺩﻴﻬﻡ ﺤﺎﺠﺔ ﺍﻹﻨﺠﺎﺯ ﻴﺘﺤﻠﻭﻥ ﺒﺎﻝﻌﺩﻴﺩ ﻤﻥ ﺍﻝﺨﺼﺎﺌﺹ
ﻭﺍﻝﻤﻤﻴﺯﺍﺕ ﺍﻝﺘﻲ ﺘﺅﻫﻠﻬﻡ ﻝﺘﺤﻤل ﺍﻝﻤﺴﺅﻭﻝﻴﺔ ﻓﻲ ﺤل ﺍﻝﻤﺸﻜﻼﺕ ﻭﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻭﻭﻀﻊ ﺍﻷﻫﺩﺍﻑ،
ﻭﻤﻥ ﺠﻤﻠﺔ ﺍﻝﺨﺼﺎﺌﺹ ﺍﻝﺘﻲ ﻴﺘﻤﻴﺯ ﺒﻬﺎ ﻫﺫﺍ ﺍﻝﻨﻭﻉ ﻤﻥ ﺍﻷﻓﺭﺍﺩ ﻨﺫﻜﺭ:
-ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﻭﻀﻊ ﺒﻌﺽ ﺍﻷﻫﺩﺍﻑ ﻓﻴﻬﺎ ﺘﺤﺩﻱ .
-ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻝﺘﺤﻜﻡ ﻓﻲ ﺍﻝﻭﺴﺎﺌل ﺍﻝﺘﻲ ﺘﻤﻜﻨﻬﻡ ﻤﻥ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﻡ.
-ﻴﺤﺒﺩﻭﻥ ﺍﻝﻌﻤل ﺍﻝﻤﻨﻔﺭﺩ ﺒﺩﻻ ﻤﻥ ﺍﻝﻌﻤل ﺍﻝﺠﻤﺎﻋﻲ .
-ﻴﺭﻏﺒﻭﻥ ﻓﻲ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﻤﻌﻠﻭﻤﺎﺕ ﺴﺭﻴﻌﺔ ﻭﻤﺤﺩﺩﺓ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﻤﺩﻯ ﺘﻘﺩﻤﻬﻡ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻬﻡ
-ﻴﻤﻜﻥ ﺘﺤﻔﻴﺯﻫﻡ ﺒﺎﻝﻤﺎل ﺇﺫﺍ ﺘﻡ ﺘﺤﻘﻴﻕ ﺍﻝﺸﺭﻭﻁ ﺍﻷﺭﺒﻌﺔ ﺍﻝﺴﺎﺒﻘﺔ ﻓﻴﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻴﻬﻡ.
ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻻﻨﺘﻤﺎﺀ :ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻻﻨﺘﻤﺎﺀ ﺘﺩﻓﻊ ﺒﺎﻷﻓﺭﺍﺩ ﺇﻝﻰ ﺍﻝﺒﺤﺙ ﻋﻥ ﻓﺭﺹ ﻝﺘﻜﻭﻴﻥ ﻋﻼﻗﺎﺕ
ﺼﺩﺍﻗﺔ ﺠﺩﻴﺩﺓ ﻤﻊ ﺍﻵﺨﺭﻴﻥ ﺒﻤﺤﻴﻁ ﺍﻝﻌﻤل ﻓﻴﺸﻌﺭﻭﻥ ﺒﺎﻻﺭﺘﻴﺎﺡ ﻭﻤﻥ ﺜﻤﺔ ﻴﺘﺤﻘﻕ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ ﻫﺫﺍ
ﻤﻥ ﺠﻬﺔ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻨﺠﺩﻫﻡ ﻴﺨﺘﺎﺭﻭﻥ ﻤﻥ ﺯﻤﻼﺀ ﺍﻝﻌﻤل ﺃﺼﺩﻗﺎﺌﻬﻡ ﺒﺎﻝﺩﺭﺠﺔ ﺍﻷﻭﻝﻰ.
)-(1ﻤﺼﻁﻔﻰ ﻋﺸﻭﻱ ،ﺃﺴﺱ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ )ﻤﻔﺎﻫﻴﻡ ،ﻨﻤﺎﺫﺝ ﻭﻨﻅﺭﻴﺎﺕ( ،ﻤﻨﺸﻭﺭﺍﺕ ﺠﺎﻤﻌﺔ ﻗﺎﺭ ﻴﻭﻨﺱ ،ﻝﻴﺒﻴﺎ1993 ،
ﺹ.105:
)-(2ﻁﺎﺭﻕ ﻁﻪ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.645:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﻤﻥ ﺒﻴﻥ ﺍﻻﻨﺘﻘﺎﺩﺍﺕ ﺍﻝﺘﻲ ﻭﺠﻬﺕ ﻝﻬﺫﻩ ﺍﻝﻨﻅﺭﻴﺔ ﺍﻝﺘﺭﻜﻴﺯ ﻋﻠﻰ ﺩﺍﻓﻊ ﺍﻹﻨﺠﺎﺯ ،ﻤﺴﺘﺒﻌﺩﺓ ﻓﻲ ﺫﻝﻙ ﺒﺎﻗﻲ
ﺍﻝﺤﺎﺠﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﺍﻝﺘﻲ ﻤﻥ ﺍﻝﻤﻤﻜﻥ ﺃﻥ ﺘﻜﻭﻥ ﺴﺒﺏ ﻓﻲ ﺇﺤﺩﺍﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ.
ﻓﺒﻨﺎﺀ ﻋﻠﻰ ﻫﺫﻩ ﺍﻝﻨﻅﺭﻴﺔ ﻴﻜﻭﻥ ﺍﻷﻓﺭﺍﺩ ﺭﺍﻀﻴﻥ ﻋﻥ ﻤﻅﻬﺭ ﻤﻥ ﻤﻅﺎﻫﺭ ﻋﻤﻠﻬﻡ ﻜﺎﻝﺯﻤﻼﺀ
ﻭﺍﻝﻤﺸﺭﻓﻴﻥ ﻭﺍﻷﺠﺭ ،ﻋﻨﺩﻤﺎ ﻴﺘﻁﺎﺒﻕ ﻤﻘﺩﺍﺭ ﻤﺎ ﻴﺘﺤﺼﻠﻭﻥ ﻋﻠﻴﻪ ﻓﻌﻼ ﻭﻤﺎ ﻴﺩﺭﻜﻭﻨﻪ ﻭﺃﻱ ﺍﺨﺘﻼل ﺒﻴﻥ
ﺍﻷﻤﺭﻴﻥ ) ﺍﻹﺩﺭﺍﻙ -ﺍﻝﻌﺎﺌﺩ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻪ( ﻴﺨﻠﻕ ﺸﻌﻭﺭﺍ ﻤﻤﻴﺯﺍ ،ﻓﺎﻝﻔﺭﺩ ﻴﺸﻌﺭ ﺒﺎﻝﺫﻨﺏ ﻭﺍﻝﺘﻭﺘﺭ ﺤﺎﻝﺔ
ﺘﻔﻭﻕ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ﻋﻠﻰ ﺇﺩﺭﺍﻙ ﻋﺩﺍﻝﺘﻬﺎ ،ﻭﻻ ﻴﺭﻀﻰ ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ﺃﻗل ﻤﻤﺎ ﻫﻭ ﻤﺘﻭﻗﻊ.
ﻭﻓﻲ ﺼﻴﺎﻏﺘﻪ )ﻝﻭﻝﻴﺭ( ﻝﻠﻨﻤﻭﺫﺝ ﻴﻘﻴﺱ ﺤﺎﻝﺘﻲ ﺍﻝﺭﻀﺎ ﻭﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻜﻤﺎ ﻴﻠﻲ):(2
ﻴﻔﺘﺭﺽ ﺘﻭﺍﺠﺩ ﻤﺎ ﻴﻠﻲ ) :ﺃ( ﻫﻭ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺍﺘﺠﺎﻩ ﻤﺎ ﻴﻨﺒﻐﻲ ﺃﻥ ﻴﺤﺼل ﻋﻠﻴﻪ.
)ﺏ( ﻫﻭ ﻤﺎ ﻴﺩﺭﻜﻪ ﺍﻝﻔﺭﺩ ﺒﺄﻨﻪ ﺒﺎﻝﻔﻌل ﻗﺩ ﺤﺼل ﻋﻠﻴﻪ.
-ﻋﻨﺩﻤﺎ ﺘﻜﻭﻥ ) ﺃ= ﺏ( ﺃﻱ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ﺘﺴﺎﻭﻱ ﺍﻝﻌﺩﺍﻝﺔ ﺍﻝﻤﺩﺭﻜﺔ ﻝﻠﻤﻜﺎﻓﺄﺓ ﺇﺫﻥ ﻫﻨﺎﻙ ﺘﺴﺎﻭﻱ
ﺒﻴﻥ ﻤﺎ ﻴﺘﺤﻘﻕ ﺒﺎﻝﻔﻌل ﻭﻤﺎ ﻴﻨﺒﻐﻲ ﺍﻝﺤﺼﻭل ﻋﻠﻴﻪ ﻭﻤﻨﻪ ﻴﺤﺩﺙ ﺍﻝﺭﻀﺎ.
-ﻋﻨﺩﻤﺎ ﺘﻜﻭﻥ ) ﺃ < ﺏ( ﺃﻱ ﺍﻝﺠﺯﺍﺀ ﺍﻝﻤﺘﻭﻗﻊ ﻴﻔﻭﻕ ﻜﻤﻴﺔ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ،ﺒﻤﻌﻨﻰ ﺁﺨﺭ ﻤﺎ
ﺘﺤﻘﻕ ﺃﻗل ﻤﻤﺎ ﻜﺎﻥ ﻴﻨﺒﻐﻲ ﺃﻥ ﻴﺘﺤﻘﻕ ،ﻴﺅﺩﻱ ﺫﻝﻙ ﺇﻝﻰ ﻋﺩﻡ ﺭﻀﺎ ﺍﻝﻔﺭﺩ.
-ﻋﻨﺩﻤﺎ ﺘﻜﻭﻥ ) ﺃ > ﺏ( ﺃﻱ ﺍﻝﺠﺯﺍﺀ ﺍﻝﻤﺘﻭﻗﻊ ﺃﻗل ﻤﻥ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻔﻌﻠﻴﺔ ،ﻓﻴﺅﺩﻱ ﺫﻝﻙ ﺇﻝﻰ ﻋﺩﻡ
ﺍﻝﺭﻀﺎ ﺍﻝﻨﺎﺘﺞ ﻋﻥ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﺫﻨﺏ ﻭﻋﺩﻡ ﺍﻻﺭﺘﻴﺎﺡ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺃ= ﺏ ) ﺭﻀﺎ (
ﺃ < ﺏ ) ﻋﺩﻡ ﺍﻝﺭﻀﺎ(
ﺃ < ﺏ )ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﺫﻨﺏ(
ﻴﻀﻴﻑ ﻝﻭﻝﻴﺭ ﺇﻝﻰ ﻨﻤﻭﺫﺠﻪ ﺃﻥ ﺃﻫﻡ ﺍﻝﻤﺅﺜﺭﺍﺕ ﻓﻲ ﺇﺩﺭﺍﻙ ﺍﻝﻔﺭﺩ ﺘﺘﻤﺜل ﻓﻲ ﻤﺩﺨﻼﺕ ﻭﻋﻭﺍﺌﺩ ﺍﻝﻌﻤل
ﺍﻝﺫﻱ ﻴﻘﻭﻡ ﺒﻪ ﻭﺇﺩﺭﺍﻙ ﺃﻫﻤﻴﺔ ﺍﻵﺨﺭﻴﻥ ،ﻫﺫﺍ ﻴﻌﻨﻲ ﺘﻭﺍﺠﺩ ﻤﺘﻐﻴﺭ ﺍﺠﺘﻤﺎﻋﻲ ﻴﺅﺜﺭ ﻋﻠﻰ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ،ﺫﻝﻙ
ﺍﻝﻤﺘﻐﻴﺭ ﺍﻝﺫﻱ ﻴﺘﻤﺤﻭﺭ ﻓﻲ ﺍﻷﻫﻤﻴﺔ ﺍﻝﺘﻲ ﻴﺩﺭﻜﻬﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﺍﻵﺨﺭﻴﻥ ،ﻭﺍﻝﺸﻜل ﺍﻝﻤﻭﺍﻝﻲ ﻴﻭﻀﺢ ﺫﻝﻙ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻨﺠﺩ ﺃﻥ ﻝﻭﻝﻴﺭ ﻗﺩ ﺃﺩﺨل ﻓﻲ ﻨﻅﺭﻴﺘﻪ ﻤﺘﻐﻴﺭ ﺍﻝﻤﻘﺎﺭﻨﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ،ﻭﺫﻝﻙ
ﻋﻨﺩﻤﺎ ﺃﺩﺭﻙ ﺃﻥ ﺘﺤﻘﻕ ﺍﻝﺘﻜﺎﻓﺅ ﺒﻴﻥ ﻤﺎ ﻴﺴﺘﻁﻴﻊ ﺃﻥ ﻴﻨﺘﺠﻪ ﺍﻝﻌﺎﻤل ﻭﻤﺎ ﻴﺘﺤﺼل ﻋﻠﻴﻪ ﻤﻥ ﺠﻬﺔ ،ﻭﻤﺎ ﻴﺴﺘﻁﻴﻊ
ﺃﻥ ﻴﻔﻌﻠﻪ ﺍﻵﺨﺭﻭﻥ ﻭﻤﺎ ﻴﺘﺤﺼﻠﻭﻥ ﻋﻠﻴﻪ ﻤﻥ ﺠﻬﺔ ﺜﺎﻨﻴﺔ ،ﻫﺫﺍ ﺍﻝﺘﻜﺎﻓﺅ ﻭﺍﻝﺘﺴﺎﻭﻱ ﺒﻴﻨﻬﻤﺎ ﻗﺩ ﻴﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻝﺩﻯ
ﺍﻝﻌﺎﻤل.
ﺇﺫﺍ ﻜﺎﻥ ﺍﻝﻔﺭﺩ ﻤﺴﺭﻭﺭﺍ ﺠﺩ ﻓﺎﻥ ﻫﻨﺎﻙ ﺍﺴﺘﺠﺎﺒﺔ ﻓﻴﺯﻭﻝﻭﺠﻴﺔ ﺘﻌﺎﺭﺽ ﻫﺩﻩ ﺍﻝﺤﺎﻝﺔ ﻭﺘﺤﺎﻭل ﺃﻥ ﺘﺭﺠﻊ
ﺍﻝﻔﺭﺩ ﺇﻝﻰ ﺍﻝﺨﻠﻑ ) ﺇﻝﻰ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻤﺤﺎﻴﺩ( ،ﻓﺎﻝﺤﺎﻝﺔ ﺍﻝﻭﺠﺩﺍﻨﻴﺔ ﺍﻝﻤﺘﻁﺭﻓﺔ )ﺴﺎﻝﺒﺔ ﺃﻭ ﻤﻭﺠﺒﺔ( ﻴﻨﻅﺭ ﺇﻝﻴﻬﺎ
landyﺍﻝﺴﺒﺏ ﺍﻝﺫﻱ ﻋﻠﻰ ﺃﻨﻬﺎ ﻤﻀﺭﺓ ﺒﺎﻷﻓﺭﺍﺩ ﻭﻝﻴﺴﺕ ﻤﻔﻴﺩﺓ ﻝﻬﻡ ﻓﻲ ﺃﻱ ﺤﺎﻝﺔ ﻤﻥ ﺍﻷﺤﻭﺍل ،ﻭﻴﺭﺠﻊ
ﻴﺠﻌل ﺍﻷﻓﺭﺍﺩ ﻴﺨﺘﻠﻔﻭﻥ ﻓﻲ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ ﺍﺨﺘﻼﻓﻬﻡ ﻓﻲ ﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺎﻝﻌﻭﺍﻤل ﺍﻵﻝﻴﺔ ﺍﻝﺘﻲ ﺘﺩﺨل ﻓﻲ
ﺘﻜﻭﻴﻨﻬﻡ).(2
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻭﺒﻬﺫﺍ ﺘﻘﻭﻡ ﻨﻅﺭﻴﺔ landyﻋﻠﻰ ﻓﺭﻀﻴﺔ ﻤﻔﺎﺩﻫﺎ ﺃﻥ ﺍﻝﺤﺎﻻﺕ ﺍﻝﻌﺎﻁﻔﻴﺔ ﺍﻝﻤﻔﺭﻁﺔ ﺴﻭﺍﺀ ﻜﺎﻨﺕ
ﺍﻴﺠﺎﺒﻴﺔ ﺃﻭ ﺴﻠﺒﻴﺔ ﺘﺅﺩﻱ ﺍﻝﻔﺭﺩ ﻭﻴﺤﺎﻭل ﺒﺩﻝﻙ ﺍﻝﺩﺍﻓﻊ ﺍﻝﺫﺍﺘﻲ ﺍﻝﺘﻠﻘﺎﺌﻲ ﺃﻥ ﻴﺤﻤﻲ ﺍﻝﻔﺭﺩ ﻤﻥ ﺘﻠﻙ ﺍﻝﺤﺎﻻﺕ
ﺍﻝﻌﺎﻁﻔﻴﺔ ﺍﻝﻤﻔﺭﻁﺔ ،ﻭﻴﺭﻯ landyﺃﻥ ﻭﻅﻴﻔﺔ ﺍﻝﺤﻤﺎﻴﺔ ﻫﺫﻩ ﻫﻲ ﺍﻝﻤﺴﺅﻭﻝﻴﺔ ﻋﻥ ﺍﺨﺘﻼﻑ ﺍﻷﻓﺭﺍﺩ ﻓﻲ
ﻤﺴﺘﻭﻴﺎﺕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ).(1
ﻭﺒﺎﻝﺘﺎﻝﻲ ﻝﻴﺴﺕ ﺍﻝﻭﻅﺎﺌﻑ ﻫﻲ ﺍﻝﻤﻤﻠﺔ ﻓﻲ ﺤﺩ ﺫﺍﺘﻬﺎ ،ﺒل ﺘﻌﺭﺽ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺴﺘﻤﺭ ﻝﻨﻔﺱ ﺍﻝﻭﻅﺎﺌﻑ
ﻫﻭ ﺍﻝﺫﻱ ﻴﻨﺘﺞ ﻋﻨﻪ ﺍﺴﺘﺠﺎﺒﺔ ﻓﻴﺯﻴﻭﻝﻭﺠﻴﺔ ﻗﻭﻴﺔ ﺠﺩﺍ ﻭﺍﻝﺘﻲ ﺘﻤﻨﻊ ﺍﻝﺴﺭﻭﺭ .
ﺇﻥ ﺃﻫﻡ ﻤﺎ ﺘﻨﺎﻭﻝﺘﻪ ﺍﻝﻨﻅﺭﻴﺔ ﻭﺃﺸﺎﺭﺕ ﺇﻝﻴﻪ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﺨﻀﻊ ﺇﻝﻰ ﻋﻤﻠﻴﺔ ﺍﻝﻤﻘﺎﻭﻤﺔ ﺃﺜﻨﺎﺀ
ﺍﻝﻌﻤل ﻤﻥ ﻭﻗﺕ ﻵﺨﺭ ،ﻝﺫﺍ ﺃﺸﺎﺭﺕ ﺇﻝﻰ ﺘﻭﺍﺠﺩ ﻋﻭﺍﻤل ﺍﻝﻴﺔ ﺘﺤﺎﻓﻅ ﻋﻠﻰ ﺘﻭﺍﺯﻥ ﺍﻝﻔﺭﺩ ،ﻭﺍﻝﻤﻼﺤﻅﺔ ﺃﻥ
ﺍﻝﻨﻅﺭﻴﺔ ﻝﻡ ﺘﺒﺭﺯ ﺩﻭﺭ ﺍﻝﺠﺎﻨﺏ ﺍﻻﺠﺘﻤﺎﻋﻲ ﻜﺄﺤﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﺈﺫﺍ ﻤﺎ ﻨﻅﺭﻨﺎ ﺇﻝﻰ
ﺍﻝﺠﺎﻨﺏ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻲ ﺍﻝﻤﺅﺜﺭ ﻓﻲ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﻭﺭﻀﺎ ﻨﺠﺩﻩ ﻏﻴﺭ ﻜﺎﻑ ﻝﻠﺤﻜﻡ ﻋﻠﻰ ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻤﻥ ﻋﺩﻤﻪ
ﻓﺫﻝﻙ ﻴﺤﺼﺭ ﺍﻝﻔﺭﺩ ﻓﻲ ﺤﺩﻭﺩ ﺘﺠﻌﻠﻪ ﻴﺘﺼﺭﻑ ﺒﻁﺭﻴﻘﺔ ﺁﻝﻴﺔ ﺃﻱ ﺩﻭﻥ ﺘﻔﻜﻴﺭ ﻭﺘﻤﻴﻴﺯ ،ﻭﺍﻝﺤﻘﻴﻘﺔ ﻏﻴﺭ ﺫﻝﻙ
ﻓﺎﻝﻔﺭﺩ ﺫﻭ ﻁﺒﻴﻌﺔ ﺍﺠﺘﻤﺎﻋﻴﺔ ﻭﻝﺩﻴﻪ ﺃﻓﻜﺎﺭ ﻭﻤﻴﻭﻻﺕ ﻭﺭﻏﺒﺎﺕ ﻭﻁﻤﻭﺤﺎﺕ ...ﺘﺘﺤﻜﻡ ﻓﻲ ﺍﺘﺠﺎﻫﺎﺘﻪ ﻨﺤﻭ ﻋﻤﻠﻪ
ﻭﻤﺩﻯ ﺭﻀﺎﻩ ﻋﻨﻪ.
ﺍﻷﺴﻠﻭﺏ ﺍﻷﻭل :ﻴﺘﻤﻴﺯ ﺒﺎﻨﻔﺭﺍﺩ ﺍﻝﺭﺅﺴﺎﺀ ﺒﺎﻝﺴﻠﻁﺔ ،ﻭﻏﻴﺎﺏ ﺍﻝﺜﻘﺔ ﺒﻴﻥ ﺍﻝﺭﺅﺴﺎﺀ ﻭﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﻭﻨﺠﺩ
ﺍﻝﺭﺅﺴﺎﺀ ﻴﺴﺘﺤﻭﺫﻭﻥ ﻋﻠﻰ ﺴﻠﻁﺔ ﺍﻝﺘﺴﻴﻴﺭ ﻭﻴﺘﺨﺩﻭﻥ ﺍﻝﻘﺭﺍﺭﺍﺕ ﺒﺼﻭﺭﺓ ﺍﻨﻔﺭﺍﺩﻴﺔ ﻭﻤﺎ ﻋﻠﻰ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ
ﺴﻭﻯ ﺘﻨﻔﻴﺫﻫﺎ ﻭﻝﻴﺱ ﻝﻬﻡ ﺤﻕ ﺍﻻﻋﺘﺭﺍﺽ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺍﻷﺴﻠﻭﺏ ﺍﻝﺜﺎﻨﻲ :ﻫﻭ ﺃﺴﻠﻭﺏ ﺘﺴﻠﻁﻲ ﻭﻝﻜﻥ ﻤﻊ ﺒﻌﺽ ﺍﻝﻠﻴﻭﻨﺔ ﺤﻴﺙ ﺘﻤﻨﺢ ﺒﻌﺽ ﺍﻝﺘﻔﻭﻴﻀﺎﺕ
ﻝﻠﻤﺴﺘﻭﻴﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ ﺍﻝﻤﺘﻭﺴﻁﺔ ﻭﺍﻝﺩﻨﻴﺎ ﻓﻲ ﺍﻝﺴﻠﻡ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭ ﺘﺴﺘﻌﻤل ﺍﻹﺩﺍﺭﺓ ﺃﺴﻠﻭﺏ ﺍﻝﻤﻜﺎﻓﺂﺕ
ﻭﺍﻝﻌﻘﻭﺒﺎﺕ ﻜﺄﺩﻭﺍﺕ ﻝﺨﻠﻕ ﺍﻝﺩﺍﻓﻌﻴﺔ ﻝﺩﻯ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻭﺘﻜﻭﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﺅﺴﺎﺀ ﻭﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﺍﻗل ﺘﺸﺎﺒﻜﺎ
ﻤﻥ ﺍﻷﺴﻠﻭﺏ ﺍﻷﻭل.
ﺍﻷﺴﻠﻭﺏ ﺍﻝﺜﺎﻝﺙ :ﻴﺘﻤﻴﺯ ﺒﺎﺴﺘﺨﺩﺍﻡ ﺍﻝﻤﺸﺎﺭﻜﺔ ﺍﻝﻤﺤﺩﻭﺩﺓ ﻭﺘﺤﻔﻴﺯ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻭﻴﻤﺘﺎﺯ ﻜﺫﻝﻙ ﺒﺎﺤﺘﺭﺍﻡ ﺍﻝﻌﻤﺎل
ﻭﺍﻝﺜﻘﺔ ﺒﻬﻡ ﻤﻤﺎ ﻴﻨﺘﺞ ﻋﻨﻪ ﺒﺭﻭﺯ ﺍﻝﻁﻤﺄﻨﻴﻨﺔ ﻓﻲ ﺼﻔﻭﻑ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﺍﻷﺴﻠﻭﺏ ﺍﻝﺭﺍﺒﻊ :ﺃﺴﻠﻭﺏ ﺍﻝﻤﺸﺎﺭﻜﺔ ﺒﻴﻥ ﺍﻹﺩﺍﺭﺓ ﻭﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻭﺘﻠﻌﺏ ﺍﻝﻤﺸﺎﺭﻜﺔ ﻤﻥ ﻗﺒل ﺍﻝﻌﺎﻤﻠﻴﻥ
ﻭﺍﻨﺩﻤﺎﺠﻬﻡ ﻓﻲ ﺘﻁﻭﻴﺭ ﻨﻅﺎﻡ ﺍﻝﻤﻜﺎﻓﺂﺕ ﻭﺍﻝﻨﺸﺎﻁ ﺍﻝﺠﻤﺎﻋﻲ ﻝﺘﺤﺩﻴﺩ ﺍﻷﻫﺩﺍﻑ ﻭﺘﻘﻭﻴﻤﻬﺎ ،ﻭﻓﻲ ﺫﻝﻙ ﺍﺜﺭ ﺒﺎﻝﻎ
ﻓﻲ ﺨﻠﻕ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻷﻓﺭﺍﺩ) ،(1ﻭﻤﻨﻪ ﻴﺒﺩﻭ ﺃﻥ ﺍﻷﺴﻠﻭﺏ ﺍﻷﺨﻴﺭ ﺃﻜﺜﺭ ﻨﺠﺎﺤﺎ ﻭﺘﺤﻘﻴﻘﺎ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ.
ﻴﻨﻅﺭ ﺇﻝﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻴﺎﺒﺎﻨﻴﺔ ﻋﻠﻰ ﺃﻨﻬﺎ ﻤﺅﺴﺴﺔ ﻋﺎﺌﻠﻴﺔ ﺘﻌﺘﻤﺩ ﻋﻠﻰ :
-ﺍﻷﻝﻔﺔ ﻭﺍﻝﻤﻭﺩﺓ ﻭﻤﺎ ﻴﻨﻁﻭﻱ ﻋﻠﻴﻬﻤﺎ ﻤﻥ ﺍﻫﺘﻤﺎﻤﺎﺕ ﺒﺎﻵﺨﺭﻴﻥ ﻭﺍﻝﺩﻋﻡ ﺍﻝﻤﻌﻨﻭﻱ ﺍﻝﻤﻨﻁﻠﻕ ﻤﻥ
ﺍﻝﻤﺸﺎﻋﺭ ﺍﻝﺼﺎﺩﻗﺔ ﻭﻋﺩﻡ ﺍﻷﻨﺎﻨﻴﺔ ،ﻭﺍﻝﻌﻼﻗﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﻤﺘﻴﻨﺔ.
-ﺍﻝﻭﻅﻴﻔﺔ ﻤﺩﻯ ﺍﻝﺤﻴﺎﺓ :ﺘﻌﻜﺱ ﻝﻨﺎ ﻫﺫﻩ ﺍﻝﺨﺎﺼﻴﺔ ﺍﻷﻫﻤﻴﺔ ﺍﻝﺒﺎﻝﻐﺔ ﺍﻝﺘﻲ ﺘﻤﻠﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻴﺎﺒﺎﻨﻴﺔ
ﻝﻤﺨﺘﻠﻑ ﺃﻭﺠﻪ ﺍﻝﺤﻴﺎﺓ ﻭﻤﺎ ﻴﺘﺭﺘﺏ ﻋﻠﻴﻬﺎ ﻤﻥ ﺘﺄﺜﻴﺭﺍﺕ ﻋﻠﻰ ﻨﻭﺍﺤﻲ ﺍﻝﻌﻤل ﺍﻝﻤﺨﺘﻠﻔﺔ ،ﺇﺫ ﻨﺠﺩ ﻤﺒﺩﺃ ﺍﺴﺘﻤﺭﺍﺭﻴﺔ
ﺍﻝﻌﺎﻤل ﺒﺎﻝﻤﺅﺴﺴﺔ ﻗﺎﺌﻡ ﻤﺎ ﺩﺍﻡ ﺍﻝﻌﺎﻤل ﻗﺎﺩﺭﺍ ﻋﻠﻰ ﺍﻝﻌﻤل .
-ﺘﺘﺴﻡ ﻤﻤﺎﺭﺴﺔ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻴﺎﺒﺎﻨﻴﺔ ﺒﺎﻝﺩﻗﺔ ﻭﺍﻝﺘﻬﺫﻴﺏ ﻭﺤﺩﺓ ﺍﻝﺫﻫﻥ ،ﺃﻱ ﺍﻝﺤﺩﻕ ﻭﺍﻝﻤﻬﺎﺭﺓ ﻓﻲ ﺍﻝﺘﻌﺎﻤل ﻤﻊ
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
-ﻨﻅﺎﻡ ﺍﻝﺘﺭﻗﻴﺔ ﻴﻌﺘﻤﺩ ﻋﻠﻰ ﺍﻷﻗﺩﻤﻴﺔ ﻭﻫﺫﺍ ﻝﻀﻤﺎﻥ ﺍﺴﺘﻤﺭﺍﺭ ﺍﻝﻌﺎﻤل ﻓﻲ ﺍﻝﻌﻤل .
-ﺘﻌﺘﻤﺩ ﻁﺭﻴﻘﺔ ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻝﺠﻤﺎﻋﻴﺔ ﻋﻠﻰ ﺍﻝﺭﺃﻱ ﺍﻝﻤﺸﺘﺭﻙ .ﻭ ﺘﺄﺨﺫ ﻭﻗﺘﺎ ﻤﻌﺘﺒﺭﺍ ﻓﻲ ﻋﻤﻠﻴﺔ ﺍﺘﺨﺎﺫ
ﺍﻝﻘﺭﺍﺭ ،ﻭﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﻌﻤﻠﻴﺔ ﻴﺘﻡ ﺇﺸﺭﺍﻙ ﻜل ﺍﻝﺫﻴﻥ ﺴﻴﺘﺄﺜﺭﻭﻥ ﺒﻬﺫﺍ ﺍﻝﻘﺭﺍﺭ ﻓﻲ ﺍﺘﺨﺎﺫﻩ ﺒﻐﺽ ﺍﻝﻨﻅﺭ
ﻋﻥ ﻨﻭﻉ ﻫﺫﺍ ﺍﻝﻘﺭﺍﺭ.
-ﺘﺘﻤﻴﺯ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻴﺎﺒﺎﻨﻴﺔ ﺒﺎﻝﻌﻨﺎﻴﺔ ﻭﺍﻻﻫﺘﻤﺎﻡ ﺍﻝﺸﺎﻤل ﺒﺎﻝﻤﻭﻅﻔﻴﻥ ﺇﺫ ﺘﻭﻓﺭ ﻝﻬﻡ ﺘﺴﻬﻴﻼﺕ ﺍﻝﺭﻀﺎ
ﺍﻻﺠﺘﻤﺎﻋﻲ ،ﻭﻓﻲ ﺍﺤﺘﻔﺎﻻﺕ ﺘﺨﺭﺠﻬﻡ ﻴﺘﻡ ﺍﺴﺘﺩﻋﺎﺀ ﺃﻫﻠﻬﻡ ﻭﺫﻭﻴﻬﻡ ،ﻫﺫﺍ ﻤﺎ ﻴﻌﻜﺱ ﻭﻴﺅﻜﺩ ﺘﻠﻙ ﺍﻝﺜﻘﺔ
ﺍﻝﻤﺘﺒﺎﺩﻝﺔ ﻭﺍﻷﻝﻔﺔ ﻭﺍﻝﻤﻭﺩﺓ ﺒﻴﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﻭﻝﻘﺩ ﺍﻗﺘﺭﺡ " ﻭﻝﻴﻡ ﺃﻭﺸﻲ " ﻋﺩﺓ ﺨﻁﻭﺍﺕ ﻝﺘﻁﺒﻴﻕ ﻫﺫﻩ ﺍﻝﻨﻅﺭﻴﺔ ﻨﺩﺭﺠﻬﺎ ﻜﻤﺎ ﻴﻠﻲ):(1
-ﻓﻬﻡ ﻨﻭﻉ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻴﺘﻌﺎﻤل ﻤﻌﻬﺎ .
-ﻤﻌﺭﻓﺔ ﻓﻠﺴﻔﺔ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﺘﻘﻭﻡ ﻋﻠﻴﻬﺎ .
-ﺘﻁﺒﻴﻕ ﻤﺒﺩﺃ ﺍﻹﺩﺍﺭﺓ ﺒﺎﻷﻫﺩﺍﻑ .
-ﺘﻁﻭﻴﺭ ﻭﺘﻨﻤﻴﺔ ﻤﻬﺎﺭﺍﺕ ﺍﻝﻤﺩﻴﺭ ﻭﻗﺩﺭﺍﺘﻪ ﺍﻝﺸﺨﺼﻴﺔ .
-ﺍﺨﺘﺒﺎﺭ ﺍﻝﻤﺩﻴﺭ ﻝﻨﻔﺴﻪ ﺒﺸﺎﻥ ﻗﺩﺭﺘﻪ ﻋﻠﻰ ﺘﻔﻬﻡ ﻭﺘﻁﺒﻴﻕ ﺍﻝﻨﻅﺎﻡ ﺍﻹﺩﺍﺭﻱ ﺍﻝﺫﻱ ﻴﻌﻤل ﻋﻠﻰ ﺃﺴﺎﺴﻪ.
-ﺃﻫﻤﻴﺔ ﺘﻭﻓﻴﺭ ﺍﻷﻤﻥ ﻭﺍﻻﺴﺘﻘﺭﺍﺭ ﺍﻝﻭﻅﻴﻔﻲ.
-ﺘﻁﻭﻴﺭ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻏﻴﺭ ﺍﻝﺭﺴﻤﻴﺔ ﺒﻴﻥ ﺍﻝﻤﺩﻴﺭ ﻭﺍﻝﻌﺎﻤﻠﻴﻥ .
-ﺘﻁﻭﻴﺭ ﻭﺘﻨﻤﻴﺔ ﺍﻝﻭﻻﺀ ﻭﺍﻻﻨﺘﻤﺎﺀ ﺒﻴﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ .
ﺘﺒﺭﺯ ﻝﻨﺎ ) ﺍﻝﻨﻅﺭﻴﺔ ( Zﺃﻫﻤﻴﺔ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﺍﻹﻨﺴﺎﻨﻴﺔ ﺍﻝﺘﻲ ﻝﻬﺎ ﺍﺜﺭ ﻜﺒﻴﺭ ﻓﻲ ﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺝ
ﻭﺍﻷﺭﺒﺎﺡ ﻭﺘﻌﺯﺯ ﻤﻥ ﻤﺸﺎﻋﺭ ﺍﻻﺤﺘﺭﺍﻡ ﻓﻲ ﺍﻝﻭﺴﻁ ﺍﻝﻤﺅﺴﺴﺎﺘﻲ ،ﻫﺫﺍ ﻤﺎ ﻴﺠﻌل ﺍﻝﻔﺭﺩ ﻴﺭﻀﻰ ﻋﻥ ﺍﻝﻭﻅﻴﻔﺔ
ﺍﻝﺘﻲ ﺃﻭﻜﻠﺕ ﻝﻪ ﻭﺒﻬﺫﺍ ﻨﺠﺩ ﺍﻝﻨﻅﺭﻴﺔ Zﺘﺩﻋﻭ ﺇﻝﻰ ﺇﻋﺎﺩﺓ ﺘﻭﺠﻴﻪ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺎﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ .
»ﺇﻥ ﺍﻝﻬﺩﻑ ﻤﻥ ﺍﻝﻨﻅﺭﻴﺔ Zﻫﻭ ﺍﻝﻭﺼﻭل ﺇﻝﻰ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺘﺤﻔﻴﺯﺍﺕ ﺃﻋﻀﺎﺀ ﺍﻝﻤﺅﺴﺴﺔ
ﺒﺎﻻﺸﺘﺭﺍﻙ ﻓﻲ ﺍﻝﻘﻴﻡ ﺍﻝﻤﺸﺘﺭﻜﺔ«).(2
ﻤﻥ ﻫﺫﺍ ﺍﻝﻬﺩﻑ ﻭﺍﻋﺘﻤﺎﺩﺍ ﻋﻠﻰ ﺍﻝﺨﻁﻭﺍﺕ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﻴﺘﺤﻘﻕ ﻤﺎ ﻴﻠﻲ :
ﺯﻴﺎﺩﺓ ﺍﻝﺜﻘﺔ ﻭﺍﻝﻤﻭﺩﺓ ﻭﺍﻝﺘﻔﺎﻋل ﺒﻴﻥ ﺍﻝﻌﻤﺎل ﻓﻲ ﺍﻝﻌﻤل. -
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﺘﻌﺘﺒﺭ ﻨﻅﺭﻴﺔ Zﻤﻥ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﺤﺩﻴﺜﺔ ﻓﻲ ﺍﻹﺩﺍﺭﺓ ﻭﻫﻲ ﺒﺫﻝﻙ ﺘﺤﻘﻕ ﺍﻝﺭﻏﺒﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻭﺘﺸﺒﻊ
ﺍﻝﺤﺎﺠﺎﺕ ﻭﺘﺨﻠﻕ ﺍﻝﻭﻻﺀ ﻝﺩﻯ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺎﻝﻤﺅﺴﺴﺔ .
ﻭ ﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎﺘﻡ ﻁﺭﺤﻪ ﻨﻠﺨﺹ ﺍﻝﻨﻅﺭﻴﺔ Zﻝﻭﻝﻴﻡ ﺃﻭﺸﻲ ﻓﻲ ﺍﻝﻤﺨﻁﻁ ﺍﻝﺘﺎﻝﻲ :
ﺍﻝﻨﺘﻴﺠﺔ ﺘﺤﻘﻴﻕ
ﺘﺅﺩﻱ ﺇﻝﻰ -ﺍﻝﺘﺭﻗﻴﺔ
ﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻤﻭﺩﺓ ﻭﺍﻝﺜﻘﺔ
-ﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻝﺠﻤﺎﻋﻴﺔ
ﺨﻠﻕ
-ﺍﻝﻌﻼﻗﺎﺕ ﻏﻴﺭ ﺍﻝﺭﺴﻤﻴﺔ
ﻓﺤﺴﺏ ﻤﺎ ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺸﻜل ﻨﺠﺩ ﺃﻥ ﺘﻭﻓﺭ ﺍﻝﺤﻭﺍﻓﺯ ﺒﺎﻝﺸﻜل ﺍﻝﺠﻴﺩ ﻜﺎﻝﺘﺭﻗﻴﺔ ﻭﺍﻝﻌﻼﻗﺎﺕ ﻏﻴﺭ
ﺍﻝﺭﺴﻤﻴﺔ ...ﻴﺅﺩﻱ ﺇﻝﻰ ﺨﻠﻕ ﺍﻝﻤﻭﺩﺓ ﺒﻴﻥ ﺍﻝﻌﻤﺎل ،ﻭﺍﻝﺜﻘﺔ ﺍﻝﻜﺒﻴﺭﺓ ﺒﺎﻹﺩﺍﺭﺓ ،ﻭﺒﺎﻝﺘﺎﻝﻲ ﻴﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﺍﻝﺫﻱ ﻴﺩﻓﻊ ﺍﻝﻌﻤﺎل ﺇﻝﻰ ﺍﻝﺒﺫل ﻭﺍﻝﻌﻁﺎﺀ ﻝﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ.
ﺍﻝﺨﻼﺼـﺔ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻧﻲ.............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﻔﻬﻮﻣﻪ ،ﺍﻟﻨﻈﺮﻳﺎﺕ ﻭﺍﻟﻨﻤﺎﺫﺝ ﺍﻟﻤﻔﺴﺮﺓ ﻟﻪ
ﻝﻘﺩ ﺘﻨﺎﻭﻝﻨﺎ ﻓﻲ ﻫﺫﺍ ﺍﻝﻔﺼل ﻤﻔﻬﻭﻡ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﺘﺒﺎﻴﻨﺕ ﺍﻝﺘﻌﺭﻴﻑ ﺍﻝﻤﻘﺩﻤﺔ ﺒﺤﺴﺏ ﻭﺠﻬﺎﺕ
ﻨﻅﺭ ﺍﻝﻌﻠﻤﺎﺀ ،ﻓﻤﻨﻬﺎ ﻤﻥ ﺍﻋﺘﺒﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺤﺎﻝﺔ ﺸﻌﻭﺭﻴﺔ ﺘﻨﺘﺎﺏ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺍﺘﺠﺎﻩ ﻋﻤﻠﻪ ،ﻜﻤﺎ ﺒﻴﻨﺕ
ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻌﺎﻡ ﻝﻠﻔﺭﺩ ﻴﺘﺤﻘﻕ ﺒﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﺠﺯﺌﻲ ﻝﻪ ﻋﻥ ﻤﺨﺘﻠﻑ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ
ﻓﻴﻪ ،ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻷﺠﺭ ﻭﺍﻝﺘﺭﻗﻴﺔ ﻭﻅﺭﻭﻑ ﺍﻝﻌﻤل...ﺍﻝﺦ.
ﺒﺎﻋﺘﺒﺎﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﺤﺩ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺫﺍﺕ ﺍﻝﺼﻠﺔ ﺍﻝﻭﺜﻴﻘﺔ ﺒﺎﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ،ﻨﺠﺩﻩ ﺫﻭ ﺨﺼﺎﺌﺹ
ﻤﺘﺒﺎﻴﻨﺔ ،ﺇﺫ ﻴﺨﺘﻠﻑ ﻤﻥ ﻓﺭﺩ ﺇﻝﻰ ﺁﺨﺭ ،ﻓﺎﻷﻭل ﻗﺩ ﻴﺭﻀﻰ ﻋﻠﻰ ﺍﻷﺠﺭ ﺍﻝﻤﻘﺩﻡ ﻝﻪ ،ﻭﺍﻝﺜﺎﻨﻲ ﻻ ﻴﺭﻀﻰ ﻋﻨﻪ،
ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺃﻨﻪ ﺫﻭ ﻁﺒﻴﻌﺔ ﺩﻴﻨﺎﻤﻴﻜﻴﺔ ،ﻓﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﻴﺘﻐﻴﺭ ﺒﺘﻐﻴﺭ ﺍﻝﻭﻀﻊ ﺴﻭﺍﺀ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻤﺅﺴﺴﺔ ﺃﻭ
ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻤﺠﺘﻤﻊ ﻜﻜل ،ﻝﺫﺍ ﻴﺘﻁﻠﺏ ﺍﻷﻤﺭ ﺍﻻﺴﺘﻤﺭﺍﺭ ﻓﻲ ﺩﺭﺍﺴﺔ ﺤﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ ﻭﺍﻝﺒﺤﺙ ﻋﻥ ﺍﻝﻭﺴﻴﻠﺔ
ﺍﻝﻜﻔﻴﻠﺔ ﻝﺘﻠﺒﻴﺘﻬﺎ ﻝﻀﻤﺎﻥ ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﺍﻝﺫﻱ ﻝﻪ ﺃﻫﻤﻴﺔ ﺒﺎﻝﻐﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻔﺭﺩ ﺃﻭﻻ،
ﻭﺍﻝﻤﺅﺴﺴﺔ ﺜﺎﻨﻴﺎ ،ﻓﺎﻝﻔﺭﺩ ﺍﻝﺭﺍﻀﻲ ﻋﻥ ﻋﻤﻠﻪ ﻓﻲ ﺠﻭﺍﻨﺒﻪ ﺍﻝﻤﺨﺘﻠﻔﺔ ﻴﻀﻤﻥ ﻝﻪ ﺫﻝﻙ ﺍﻻﺭﺘﻴﺎﺡ ﺍﻝﻨﻔﺴﻲ ﻭﺤﺘﻰ
ﺍﻝﺠﺴﺩﻱ ،ﺇﺫﻥ ﺼﺤﺔ ﺠﻴﺩﺓ ،ﻤﻤﺎ ﻴﺠﻌﻠﻪ ﻴﺴﺎﻫﻡ ﺒﺸﻜل ﻓﻌﺎل ﻓﻲ ﺃﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﻴﺜﺒﺕ ﻭﻻﺀﻩ ﻝﻬﺎ.
ﺇﻥ ﺍﻝﻭﺯﻥ ﺍﻝﻜﺒﻴﺭ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺠﻌﻠﻪ ﻴﺤﻀﻰ ﺒﺎﻨﺸﻐﺎل ﻜﺒﻴﺭ ﻤﻥ ﺍﻝﻌﻠﻤﺎﺀ ﻓﻲ ﻤﻴﺎﺩﻴﻥ ﺸﺘﻰ ﻝﺫﺍ
ﻭﺠﺩﻨﺎﻩ ﻤﺘﻨﺎﻭل ﻤﻥ ﻋﺩﺓ ﻨﻅﺭﻴﺎﺕ ﺘﺒﺎﻴﻨﺕ ﺒﻴﻥ ﺍﻝﻜﻼﺴﻴﻜﻴﺔ ﻭﺍﻝﺤﺩﻴﺜﺔ .ﻭﻜل ﻨﻅﺭﻴﺔ ﻗﺎﺌﻤﺔ ﺒﺘﻔﺴﻴﺭﻫﺎ ﺍﻝﺨﺎﺹ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ:
ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺇﻥ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﻭﺍﻋﻴﺔ ﺒﺄﻫﻤﻴﺔ ﻤﺎ ﻝﺩﻴﻬﺎ ﻤﻥ ﻤﻭﺍﺭﺩ ﺒﺸﺭﻴﺔ ﺨﺎﺼﺔ ﺃﻤﺎﻡ ﺍﻝﺘﻁﻭﺭﺍﺕ ﺍﻝﻤﺘﺴﺎﺭﻋﺔ
ﻭﺍﻝﻤﺴﺘﺠﺩﺍﺕ ﺤﻭل ﺃﻫﻤﻴﺘﻬﺎ ،ﺘﻬﺩﻑ ﺇﻝﻰ ﺘﻔﻬﻡ ﻁﺒﻴﻌﺔ ﺃﻓﺭﺍﺩﻫﺎ ﻓﻲ ﺠﻭﺍﻨﺒﻬﻡ ﺍﻝﻤﺨﺘﻠﻔﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ
ﺍﻝﻨﻔﺴﻴﺔ ..ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻝﺨﺼﺎﺌﺹ ﺍﻝﺘﻲ ﺘﻤﻴﺯﻫﻡ ﺒﻐﻴﺔ ﺘﺤﻘﻴﻕ ﺭﻀﺎﻫﻡ ﻋﻥ ﻋﻤﻠﻬﻡ ،ﻭﻋﻠﻴﻪ ﺘﻭﺠﺏ ﻋﻠﻴﻬﺎ
ﺍﻝﺒﺤﺙ ﻋﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﻤﻥ ﺸﺄﻨﻬﺎ ﺃﻥ ﺘﺤﻔﺯﻫﻡ ﻭﺘﺸﺠﻌﻬﻡ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ﺍﻝﺠﻴﺩ ﻓﻴﺘﺤﻘﻕ ﺭﻀﺎﻫﻡ ،ﺍﻝﺫﻱ
ﻴﻌﺩ ﻤﻥ ﺒﻴﻥ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺩﺍﻝﺔ ﻋﻠﻰ ﻓﻌﺎﻝﻴﺔ ﺍﻝﻤﺅﺴﺴﺎﺕ ﻭﺴﻴﺎﺴﺎﺘﻬﺎ ﻤﻤﺎ ﻴﺴﺘﺩﻋﻲ ﺍﻷﻤﺭ ﺃﻥ ﺘﺘﻡ ﺩﺭﺍﺴﺘﻪ
ﻭﻓﻕ ﻤﻘﺘﻀﻴﺎﺕ ﻤﻭﻀﻭﻋﻴﺔ ﻭﻋﻠﻤﻴﺔ ﻭﺒﺸﻜل ﺩﻗﻴﻕ ﻭﺩﻭﺭﻱ ،ﻓﺒﻌﺩ ﺍﻹﻝﻤﺎﻡ ﺒﻔﺤﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﻭﺃﻫﻤﻴﺘﻪ ﻋﻠﻰ ﺍﻝﻤﺴﺘﻭﻴﻴﻥ ﺍﻝﺠﺯﺌﻲ ﺍﻝﺨﺎﺹ ﺒﺎﻝﻔﺭﺩ ﻭﺍﻝﻜﻠﻲ ﺍﻝﺨﺎﺹ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺘﺤﺩﺩ ﻫﺫﻩ ﺍﻷﺨﻴﺭﺓ ﺍﻝﻌﻭﺍﻤل
ﺍﻝﻤﺅﺜﺭﺓ ﻓﻴﻪ ﻭﻓﻘﹰﺎ ﻝﻤﻤﻴﺯﺍﺕ ﺍﻷﻓﺭﺍﺩ ﻝﻀﻤﺎﻥ ﺩﺭﺠﺔ ﻋﺎﻝﻴﺔ ﻤﻥ ﺍﻝﺭﻀﺎ.
ﺘﺘﻌﺩﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ،ﻓﻤﻨﻬﺎ ﺍﻝﻤﺎﺩﻴﺔ ﺇﺫ ﺴﺎﺩ ﺍﻻﻋﺘﻘﺎﺩ ﻭﻝﻤﺩﺓ ﻁﻭﻴﻠﺔ ﺃﻨﻬﺎ
ﺍﻝﻤﺤﺩﺩ ﺍﻷﺴﺎﺴﻲ ﻝﺘﻘﺒل ﺍﻝﻌﺎﻤل ﻝﻌﻤﻠﻪ ﻭﺭﻀﺎﻩ ﻋﻨﻪ ،ﺇﻻ ﺃﻥ ﺍﻷﺒﺤﺎﺙ ﺃﻓﺭﺯﺕ ﺘﻴﺎﺭﺍﺕ ﺃﺨﺭﻯ ﺘﺅﻜﺩ ﺍﻝﺩﻭﺭ
ﺍﻝﺫﻱ ﻴﺅﺩﻴﻪ ﺍﻝﻌﺎﻤل ﺍﻝﻤﻌﻨﻭﻱ ﻓﻲ ﺇﺤﺩﺍﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻤﻬﻤﺎ ﺍﺨﺘﻠﻔﺕ ﺍﻝﻌﻭﺍﻤل ﻭﺘﻌﺩﺩﺕ ﻴﺒﻘﻰ ﻝﻜل
ﻭﺍﺤﺩ ﻤﻨﻬﺎ ﺩﺭﺠﺘﻪ ﻓﻲ ﺍﻝﺘﺄﺜﻴﺭ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻴﺘﻭﻗﻑ ﺫﻝﻙ ﻋﻠﻰ ﺍﻝﺩﻭﺭ ﺍﻝﺘﻲ ﺘﺅﺩﻴﻪ ﺍﻝﻤﺅﺴﺴﺔ ﻓﻲ
ﺠﻌﻠﻬﺎ ﻋﻭﺍﻤل ﻓﻌﺎﻝﺔ ﺒﻐﻴﺔ ﺍﻝﻭﺼﻭل ﺇﻝﻰ ﺍﻝﻬﺩﻑ ﺍﻝﻤﻨﺸﻭﺩ ﻫﺩﻑ ﺍﻝﺒﻘﺎﺀ ﻭﺍﻻﺴﺘﻤﺭﺍﺭ.
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
-1-1ﺍﻝﺴﻥ :ﺃﻭﻀﺤﺕ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺃﻥ ﻝﻤﺘﻐﻴﺭ ﺍﻝﺴﻥ ﻋﻼﻗﺔ ﺒﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻝﻌﺎﻤﻠﻴﻥ
ﺤﻴﺙ ﺘﻭﺼل "ﺘﻴﺭﻨﺭ" ﺃﻥ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻠﻡ ﻴﺯﺩﺍﺩ ﻓﻲ ﻤﺭﺤﻠﺔ ﺍﻝﺴﻥ ﻤﺎ ﺒﻴﻥ 29ﺇﻝﻰ 49ﺴﻨﺔ ،ﺜﻡ ﻴﺒﺩﺃ ﻓﻲ
ﺍﻻﻨﺨﻔﺎﺽ ﻓﻲ ﺴﻥ ﺍﻝﺴﺘﻴﻥ ،ﺒﻤﻌﻨﻰ ﺃﻥ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﻴﻜﻭﻥ ﻓﻲ ﺤﺎﻝﺔ ﺘﺼﺎﻋﺩ ﺇﻝﻰ ﺃﻥ ﻴﺼل ﺇﻝﻰ ﺴﻥ
ﺍﻝﺴﺘﻴﻥ )ﺨﻤﺱ ﺴﻨﻭﺍﺕ ﻤﺎ ﻗﺒل ﺍﻝﺘﻘﺎﻋﺩ( ،ﺤﻴﺙ ﻴﺒﺩﺃ ﻓﻲ ﺍﻻﻨﺤﺩﺍﺭ ﺇﻝﻰ ﻏﺎﻴﺔ ﺒﻠﻭﻍ ﻤﺭﺤﻠﺔ ﺍﻝﺘﻘﺎﻋﺩ،
ﻭﻴﺭﺠﻊ ﺫﻝﻙ ﻓﻲ ﺍﻝﺨﻤﺱ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻷﺨﻴﺭﺓ ﺇﻝﻰ ﺍﻝﺠﻤﻭﺩ ﻓﺭﺹ ﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ ﻓﻲ ﻫﺫﺍ ﺍﻝﺴﻥ ،ﻜﻤﺎ ﺃﺜﺒﺘﺕ
ﺩﺭﺍﺴﺎﺕ ﺃﺨﺭﻯ ﺃﻥ ﻨﺴﺏ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺘﻜﻭﻥ ﻝﺩﻯ ﻓﺌﺔ ﺍﻝﺸﺒﺎﺏ ﻤﺭﺘﻔﻌﺔ ،ﻨﻅﺭﺍ ﻻﺭﺘﻔﺎﻉ ﻤﺴﺘﻭﻯ ﺍﻝﻁﻤﻭﺡ
ﻝﺩﻴﻬﻡ ،ﺒﻴﻨﻤﺎ ﺃﻋﻠﻰ ﻨﺴﺒﺔ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﻜﻭﻥ ﻝﺩﻯ ﻓﺌﺔ ﻜﺒﺎﺭ ﺍﻝﺴﻥ ﻨﺘﻴﺠﺔ ﺘﻜﻴﻔﻬﻡ ﻤﻊ ﻤﻨﺼﺒﻬﻡ ﻭﺘﻌﻠﻘﻬﻡ
ﺍﻝﻨﻔﺴﻲ ﺒﻪ.
-2-1ﺍﻝﺠﻨﺱ :ﺃﺜﺒﺘﺕ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺃﻥ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﻜﻭﻥ ﻝﺩﻯ ﺍﻹﻨﺎﺙ ﺃﻋﻠﻰ
ﻤﻘﺎﺭﻨﺔ ﺒﺎﻝﺫﻜﻭﺭ ،ﻭﻫﺫﺍ ﺍﻝﻔﺭﻕ ﻴﺭﺠﻊ ﻷﺴﺒﺎﺏ ﻁﺒﻴﻌﻴﺔ ﻓﺎﻝﻤﺭﺃﺓ ﺘﺘﻤﻴﺯ ﺒﺎﻝﺘﺤﻤل ﻭﺍﻝﺼﺒﺭ ﺃﻜﺜﺭ ﻤﻥ ﺍﻝﺭﺠل.
-3-1ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ :ﺘﺸﻴﺭ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺇﻝﻰ ﺃﻥ ﺍﻝﻌﻤﺎل ﺍﻝﺫﻴﻥ ﺃﺘﻤﻭﺍ ﺘﻌﻠﻴﻤﻬﻡ ﺍﻝﺠﺎﻤﻌﻲ
ﺃﻗل ﺭﻀﺎ ﻋﻥ ﻤﻨﺼﺒﻬﻡ ﻤﻥ ﺍﻝﺫﻴﻥ ﻝﻡ ﻴﺩﺭﺴﻭﺍ ﺇﻁﻼﻗﺎ ،ﻭﻫﺫﺍ ﻝﻜﻭﻥ ﻤﺴﺘﻭﻯ ﺍﻝﻁﻤﻭﺡ ﺃﻋﻠﻰ ﻝﺩﻯ ﻓﺌﺔ
ﺍﻝﺠﺎﻤﻌﻴﻴﻥ.
)*( -ﺍﻝﺒﻴﺌﺔ ﺍﻝﺴﻴﻜﻭﻝﻭﺠﻴﺔ ﻫﻲ ﺍﻝﺒﻴﺌﺔ ﺍﻝﺘﻲ ﻴﺩﺭﻜﻬﺎ ﺍﻝﻔﺭﺩ ﻭﻴﺘﺄﺜﺭ ﺒﻬﺎ ،ﻭﺘﺘﻭﻗﻑ ﻋﻠﻰ ﻨﻭﻉ ﺍﻝﻔﺭﺩ ﻭﺴﻨﻪ ﻭﺨﺒﺭﺍﺘﻪ ،ﻗﻴﻤﻪ
ﻭﺠﻬﺔ ﻨﻅﺭﻩ ،ﻗﺩﺭﺍﺘﻪ ﻭﻤﺩﻯ ﺘﻭﺍﻓﻘﻬﺎ ﻤﻊ ﺍﻝﻤﻬﺎﻡ ﺍﻝﻤﻭﻜﻠﺔ ﺇﻝﻴﻪ.
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
-4-1ﺍﻷﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل:
ﺘﺅﺜﺭ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺭﺘﺒﻁﺔ ﺒﺎﻷﻗﺩﻤﻴﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ،ﺤﻴﺙ ﻋﺎﻤل ﺍﻝﺨﺒﺭﺓ ﻤﺜﻼ
ﻴﺠﻌل ﺍﻝﻔﺭﺩ ﺭﺍﻀﻴﺎ ﻋﻥ ﻋﻤﻠﻪ ﺒﺸﻜل ﻜﺒﻴﺭ ﻤﻘﺎﺭﻨﺔ ﺒﺎﻝﺫﻴﻥ ﻫﻡ ﻓﻲ ﺒﺩﺍﻴﺔ ﺍﻝﻌﻤل.
-5-1ﺍﻝﻘﻴﻡ* ﺍﻝﺸﺨﺼﻴﺔ:
ﺘﻤﺜل ﻗﻴﻡ ﺍﻝﻔﺭﺩ »ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻤﻌﺘﻘﺩﺍﺕ ﻭﺍﻝﻘﻭﺍﻋﺩ ﻭﺍﻷﺤﻜﺎﻡ ﺍﻝﺴﺎﺒﻘﺔ ﻓﻲ ﺃﺩﻫﺎﻥ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺘﺎﺒﻌﺔ
ﻭﺍﻝﻤﺴﺘﻤﺩﺓ ﻤﻥ ﺍﻝﻨﻅﺎﻡ ﺍﻝﺜﻘﺎﻓﻲ ﺍﻝﺫﻱ ﻴﺴﻭﺩ ﻓﻲ ﺍﻝﻤﺠﺘﻤﻊ ،ﻭﺍﻝﻘﻴﻡ ﺍﻝﺘﻲ ﺘﻭﺠﻪ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻴﻤﻜﻨﻨﺎ
ﺍﻋﺘﺒﺎﺭﻫﺎ ﻤﻥ ﻤﺤﺩﺩﺍﺕ ﻫﺫﺍ ﺍﻝﺴﻠﻭﻙ«) .(1ﻜﻤﺎ ﻴﻌﺭﻑ ﺍﻝﻌﺎﻝﻤﺎﻥ Connre et Beckerﺍﻝﻘﻴﻡ
ﺒﺄﻨﻬﺎ»ﺍﻝﻤﻌﺘﻘﺩﺍﺕ ﻭﺍﻷﻓﻜﺎﺭ ﺍﻝﺘﻲ ﻴﻌﺘﻨﻘﻬﺎ ﺍﻝﻔﺭﺩ ﻭﺘﻅﻬﺭ ﻋﻠﻰ ﺴﻠﻭﻜﻪ ﻓﻲ ﺍﻝﻤﻭﺍﻗﻑ ﺍﻝﻤﺨﺘﻠﻔﺔ«).(2
ﻓﻘﻴﻡ ﺍﻝﻔﺭﺩ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻤﺒﺎﺩﺉ ﺍﻝﺘﻲ ﻴﻌﺘﻤﺩﻫﺎ ﻓﻲ ﻨﺸﺎﻁﻪ ﺍﻝﻴﻭﻤﻲ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺒﺎﻻﺸﺘﺭﺍﻙ ﻤﻊ ﻗﻴﻡ
ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻴﻨﺘﻤﻲ ﺇﻝﻴﻬﺎ ،ﻭﻝﻬﺎ ﺍﺜﺭ ﻜﺒﻴﺭ ﻓﻲ ﺘﺸﻜﻴل ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ،ﺇﺫ ﺘﺘﺨﺩ ﻜﻤﻨﻬﺠﺎ ﻝﺒﻠﻭﻍ ﺍﻷﻫﺩﺍﻑ
ﺍﻝﻤﺤﺩﺩﺓ.
ﺇﻥ ﺍﻝﻘﻴﻡ ﻭﺒﺘﻌﺩﺩﻫﺎ ﻤﻨﻬﺎ ﻤﺎ ﻴﺅﺩﻱ ﺇﻝﻰ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻭﻤﻨﻬﺎ ﻤﺎ ﻴﺅﺩﻱ ﺇﻝﻰ ﻋﺩﻡ ﺭﻀﺎﻩ ،ﻓﺈﺫﺍ
ﺘﻌﺎﺭﻀﺕ ﻗﻴﻤﻪ ﻤﻊ ﻗﻴﻡ ﺍﻝﻤﺅﺴﺴﺔ ﻨﺠﺩﻩ ﻻ ﻴﺭﻀﻰ ﻋﻥ ﻋﻤﻠﻪ ﻭﺇﻝﻰ ﺃﺒﻌﺩ ﺤﺩ ﻓﺈﻥ ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﺍﻝﻘﻴﻡ ﻴﺨﻠﻕ
ﺸﻌﻭﺭﺍ ﺒﺎﻝﺭﻀﺎ.
ﻭﻤﻤﺎ ﻴﺠﺏ ﺍﻹﺸﺎﺭﺓ ﺇﻝﻴﻪ ﺃﻥ ﻫﻨﺎﻙ ﻤﻥ ﺍﻝﻘﻴﻡ ﺍﻝﻔﺭﺩﻴﺔ ﺍﻝﺘﻲ ﺘﺠﻌل ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﺇﻴﺠﺎﺒﻴﺎ ،ﺇﻻ ﺃﻨﻪ
ﻏﻴﺭ ﺭﺍﺽ ﻋﻥ ﻤﻭﻀﻌﻪ ﻓﻲ ﻫﻴﻜل ﺍﻝﻤﺅﺴﺴﺔ ﻓﻜﻴﻑ ﺫﻝﻙ؟ ،ﻗﺩ ﻨﺠﻴﺏ ﻋﻥ ﻫﺫﺍ ﺍﻝﺴﺅﺍل ﺒﺼﻔﺔ ﻋﺎﻤﺔ ﺃﻥ
ﺍﻝﻔﺭﺩ ﻴﻨﻅﺭ ﺇﻝﻰ ﺍﻝﻤﺅﺴﺴﺔ ﻜﺠﺯﺀ ﻓﻌﺎل ﻻ ﺒﺩ ﺃﻥ ﻴﺒﻘﻰ ﻓﻲ ﺍﻝﻭﺠﻭﺩ ﻭﺍﻥ ﺍﻝﺘﻔﺎﺅل ﺒﻤﺎ ﺴﻴﺴﻔﺭ ﻋﻠﻴﻪ
ﺍﻝﻤﺴﺘﻘﺒل ﻴﺠﻌل ﻤﻥ ﻗﻴﻤﺘﻪ ﺍﻝﺭﻭﺤﻴﺔ ﺃﺴﻤﻰ ﻭﺃﻋﻠﻰ.
-6-1ﺍﻝﺸﺨﺼﻴﺔ :ﻗﺩ ﺘﻌﺩﺩﺕ ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻤﻔﻬﻭﻡ ﺍﻝﺸﺨﺼﻴﺔ ،ﻓﺘﻌﻨﻲ ﺍﻝﺸﺨﺼﻴﺔ ﻜﻴﻔﻴﺔ
ﺘﺄﺜﻴﺭ ﺍﻝﻔﺭﺩ ﻋﻠﻰ ﺍﻵﺨﺭﻴﻥ ﻭﻜﻴﻔﻴﺔ ﺘﻔﻬﻤﻪ ﻭﻨﻅﺭﺘﻪ ﺇﻝﻰ ﻨﻔﺴﻪ ،ﻭﻜﺫﺍ ﺍﻝﻨﻤﻁ ﺍﻝﺫﻱ ﻴﺘﻤﻴﺯ ﺒﻪ ﺃﻱ ﺴﻤﺎﺘﻪ
ﺍﻝﺩﺍﺨﻠﻴﺔ ﻭﺍﻝﺨﺎﺭﺠﻴﺔ) ،(1ﻓﻜل ﻓﺭﺩ ﻴﺘﻤﻴﺯ ﺒﺸﺨﺼﻴﺔ ﻤﻌﻴﻨﺔ ﻗﺩ ﺘﻜﻭﻥ ﺸﺨﺼﻴﺔ ﻗﻭﻴﺔ ﻴﺘﻤﻜﻥ ﻤﻥ ﺨﻼﻝﻬﺎ ﺃﻥ
ﻴﺅﺜﺭ ﻋﻠﻰ ﺍﻵﺨﺭﻴﻥ ﻭﻴﺘﻭﺍﻓﻕ ﻤﻌﻬﻡ ،ﻜﻤﺎ ﻗﺩ ﺘﻜﻭﻥ ﻀﻌﻴﻔﺔ ﻻ ﺘﺴﺘﻁﻴﻊ ﺇﺤﺩﺍﺙ ﺍﻝﺘﺄﺜﻴﺭ ﻋﻠﻰ ﺍﻵﺨﺭﻴﻥ
ﻭﺘﺒﺭﺯ ﻝﻨﺎ ﺃﻫﻤﻴﺔ ﺩﺭﺍﺴﺔ ﺍﻝﺸﺨﺼﻴﺔ ﻓﻲ ﻤﺠﺎل ﺍﻝﻌﻤل ﻤﻥ ﺨﻼل ﺘﻴﺴﻴﺭ ﻓﻬﻡ ﺍﻻﺨﺘﻼﻓﺎﺕ ﺍﻝﻔﺭﺩﻴﺔ ،ﻓﺎﻝﻔﻜﺭﺓ
ﺍﻷﺴﺎﺴﻴﺔ ﻓﻲ ﺘﺤﻠﻴل ﺸﺨﺼﻴﺔ ﺍﻝﻔﺭﺩ ﺘﻨﺤﺼﺭ ﻓﻲ ﻤﺩﻯ ﺘﻭﺍﻓﻘﻬﺎ ﻤﻊ ﺃﺩﺍﺌﻪ ﻭﺴﻠﻭﻜﻪ ،ﻫﺫﺍ ﻤﺎ ﻴﻘﻭﺩﻨﺎ ﺇﻝﻰ
ﺘﺤﺩﻴﺩ ﺍﻷﺒﻌﺎﺩ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻝﺘﻲ ﺘﺘﻤﻴﺯ ﺒﻬﺎ ﺍﻝﺸﺨﺼﻴﺔ ﻭﻤﺩﻯ ﺘﺄﺜﻴﺭﻫﺎ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﺎﻤﻠﻴﻥ.
ﻝﻘﺩ ﺃﺠﻤﻌﺕ ﺍﻝﺩﺭﺍﺴﺎﺕ ﻋﻠﻰ ﺃﻨﻪ ﺘﻭﺠﺩ ﺨﻤﺴﺔ ﺃﺒﻌﺎﺩ ﺭﺌﻴﺴﻴﺔ ﻝﻠﺸﺨﺼﻴﺔ ﺘﺘﻤﺜل ﻓﻴﻤﺎ ﻴﻠﻲ):(2
ﻤﺩﻯ ﻭﻋﻲ ﺍﻝﻔﺭﺩ ﺒﺘﺼﺭﻓﺎﺘﻪ :ﻓﻘﺩ ﻴﻜﻭﻥ ﻋﻠﻰ ﺩﺭﺠﺔ ﻤﻥ ﺍﻻﻫﺘﻤﺎﻡ ﻭﺍﻝﻤﺴﺅﻭﻝﻴﺔ ﻭﺍﻻﻨﻀﺒﺎﻁ ،ﻜﻤﺎ ﻗﺩ
ﻴﻔﺘﻘﺩ ﺇﻝﻰ ﻤﺜل ﺘﻠﻙ ﺍﻷﻤﻭﺭ.
ﻤﺩﻯ ﺍﻨﻔﺘﺎﺡ ﺍﻝﻔﺭﺩ ﺍﺠﺘﻤﺎﻋﻴﺎ :ﻓﺒﺎﻝﺭﻏﻡ ﻤﻥ ﻜﻭﻥ ﺍﻝﻔﺭﺩ ﺍﺠﺘﻤﺎﻋﻲ ﺒﻁﺒﻌﻪ ،ﻓﻘﺩ ﻨﺠﺩ ﻤﻥ ﻴﻤﻴل ﺇﻝﻰ
ﺍﻻﻨﻁﻭﺍﺀ ﻭﺍﻝﻌﺯﻝﺔ.
ﺍﻝﻌﻼﻗﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ :ﻓﻤﻥ ﺠﻬﺔ ﻨﺠﺩ ﺍﻝﻔﺭﺩ ﺫﻭ ﺍﻝﺘﻌﺎﻤل ﺍﻝﺠﻴﺩ ﻭﺍﻝﺘﺼﺭﻑ ﺍﻝﺤﺴﻥ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ
ﺍﻝﺘﻌﺎﻭﻥ ،ﺍﻝﺘﺴﺎﻤﺢ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻨﺠﺩ ﻤﻥ ﻴﺘﺼﻑ ﺒﻌﺩﻡ ﺍﻝﻤﺭﻭﻨﺔ ﻓﻲ ﺘﻌﺎﻤﻼﺘﻪ ﻤﻊ ﺍﻵﺨﺭﻴﻥ.
ﺍﻻﺴﺘﻘﺭﺍﺭ ﺍﻝﻨﻔﺴﻲ :ﻭﻴﺘﺭﺍﻭﺡ ﺒﻴﻥ ﺍﻝﺘﻭﺘﺭ ﻭﺍﻻﻜﺘﺌﺎﺏ ،ﻭﺍﻝﻐﻀﺏ ﻭﻋﺩﻡ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻷﻤﺎﻥ ﺇﻝﻰ ﺍﻝﻬﺩﻭﺀ
ﻭﺍﻷﻤﺎﻥ ﻭﻋﺩﻡ ﺍﻝﺘﻭﺘﺭ.
ﺍﻻﻨﻔﺘﺎﺡ ﻝﻠﺘﺠﺭﻴﺏ ﻭﺍﻝﺨﺒﺭﺓ :ﻓﻨﺠﺩ ﻤﻥ ﻫﻭ ﻤﺘﻔﺘﺢ ﺫﺍ ﻗﺩﺭﺓ ﻋﻠﻰ ﺍﻝﺘﺨﻴل ﻭﺍﻝﺘﻌﻘل ،ﻭﻋﺩﻡ ﺍﻝﺤﺴﺎﺴﻴﺔ
ﻭﻨﺠﺩ ﻤﻥ ﺍﻷﻓﺭﺍﺩ ﻤﻥ ﻴﻀﻴﻕ ﺃﻓﻘﻪ ﻭﻴﺒﺴﻁﻪ ،ﺒﻤﻌﻨﻰ ﺁﺨﺭ ﻻ ﻴﺘﻁﻠﻊ ﺇﻝﻰ ﺍﻝﺒﺤﺙ ﻭﺍﻝﺘﺠﺩﻴﺩ.
ﺇﻥ ﻫﺫﻩ ﺍﻷﺒﻌﺎﺩ ﺍﻝﺨﻤﺱ ﻫﻲ ﺃﺒﻌﺎﺩ ﻭﺍﻀﺤﺔ ﻝﻠﻔﺭﺩ ﺃﺜﻨﺎﺀ ﺘﻌﺎﻤﻠﻪ ﻤﻊ ﺍﻵﺨﺭﻴﻥ ،ﻭﺤﻜﻤﻬﻡ ﻋﻠﻴﻪ
ﻓﺈﻝﻰ ﺃﻱ ﻤﺩﻯ ﺘﺅﺜﺭ ﺍﻝﺸﺨﺼﻴﺔ ﻓﻲ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ؟ ،ﻝﻭ ﺃﺨﺫﻨﺎ ﺍﻝﺒﻌﺩ ﺍﻷﻭل ﺍﻝﻤﺘﻌﻠﻕ ﺒﺘﺼﺭﻓﺎﺕ
ﺍﻝﻔﺭﺩ؛ ﺃﻱ ﻤﺩﻯ ﺘﺤﻤﻠﻪ ﻝﻤﺴﺅﻭﻝﻴﺎﺘﻪ ﻭﺍﻨﺘﻅﺎﻤﻪ ﻭﺍﻨﻀﺒﺎﻁﻪ ﻓﻲ ﻋﻤﻠﻪ ،ﻝﻭﺠﺩﻨﺎﻩ ﻓﻲ ﺭﻀﺎ ﻋﻥ ﺫﻝﻙ ﺍﻝﻌﻤل
ﻜﻭﻨﻪ ﻴﻨﺸﻁ ﻀﻤﻥ ﺤﺩﻭﺩ ﻴﻔﺭﻀﻬﺎ ﺍﻝﻌﻤل ،ﻭﺍﻨﻔﺘﺎﺡ ﺍﻝﻔﺭﺩ ﺍﺠﺘﻤﺎﻋﻴﺎ ﻴﻠﻌﺏ ﺩﻭﺭﺍ ﻜﺒﻴﺭﺍ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻝﻨﺠﺎﺡ
ﻭﻨﺒﺭﺯ ﺫﻝﻙ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﻨﻘﻁﺔ ﺍﻝﺒﻴﻊ ﻜﻤﺜﺎﻻ ﻻ ﺤﺼﺭﺍ ،ﻓﺭﺠل ﺍﻝﺒﻴﻊ* ﺍﻝﻤﻨﻔﺘﺢ ﺍﺠﺘﻤﺎﻋﻴﺎ ،ﻭﺍﻝﻤﻜﻭﻥ
ﻝﻌﻼﻗﺎﺕ ﻁﻴﺒﺔ ﻤﻊ ﻋﻤﻼﺌﻪ ﻴﺴﻬل ﻝﻪ ﻋﻤﻠﻪ ﻜﺒﺎﺌﻊ ،ﻓﻴﺭﻀﻰ ﻋﻥ ﺫﻝﻙ.
ﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ،ﻓﻌﺩﻡ ﺍﻝﻤﺭﻭﻨﺔ ﻭﻋﺩﻡ ﺍﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺍﻝﺘﻭﺍﻓﻕ ﻭﺘﺫﺒﺫﺏ ﺍﻝﺘﻭﺍﺯﻥ ﺍﻝﻨﻔﺴﻲ ﺘﺠﻌل ﻤﻥ
ﺍﻝﻔﺭﺩ ﺃﻗل ﺭﻀﺎ ﻋﻥ ﻋﻤﻠﻪ.
-7-1ﻗﺩﺭﺍﺕ ﺍﻝﻔﺭﺩ :ﺍﻝﻤﺘﻌﺎﺭﻑ ﻋﻠﻴﻪ ﺃﻥ ﻗﺩﺭﺍﺕ ﺍﻷﻓﺭﺍﺩ ﺘﺨﺘﻠﻑ ﻭﺘﺘﺒﺎﻴﻥ ،ﻫﺫﺍ ﻤﺎ ﻴﺸﻴﺭ ﺇﻝﻰ
ﺍﺨﺘﻼﻑ ﺩﺭﺠﺔ ﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻓﺎﻝﻘﺩﺭﺍﺕ ﺘﻤﺜل »ﺍﻻﺴﺘﻌﺩﺍﺩﺍﺕ ﻭﺍﻝﻘﺩﺭﺍﺕ ﺍﻝﺫﻫﻨﻴﺔ
ﻭﺍﻝﺒﺩﻨﻴﺔ ﻷﺩﺍﺀ ﻤﻬﺎﻡ ﻤﺘﻌﺩﺩﺓ«) ،(1ﻓﻤﻥ ﺨﻼل ﺍﻝﺘﻌﺭﻴﻑ ﻨﻤﻴﺯ ﺒﻴﻥ ﻨﻭﻋﻴﻥ ﻤﻥ ﺍﻝﻘﺩﺭﺍﺕ:
ﺍﻝﻘﺩﺭﺍﺕ ﺍﻝﺒﺩﻨﻴﺔ :ﻭﺘﺭﺘﺒﻁ ﺒﺎﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺃﺩﺍﺀ ﻤﺨﺘﻠﻑ ﺍﻝﻤﻬﺎﻡ ﺍﻝﺒﺩﻨﻴﺔ ﺍﻝﺘﻲ ﺘﺸﺘﻤل ﻋﻠﻰ ﻤﺘﻐﻴﺭﻱ
ﺍﻝﻘﻭﺓ ﻭﺍﻝﻤﺭﻭﻨﺔ.
ﻝﻘﺩ ﺃﺼﺒﺢ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﻤﻥ ﺍﻝﻌﻨﺎﺼﺭ ﺍﻝﻬﺎﻤﺔ ﺍﻝﺘﻲ ﺘﺸﻐل ﺍﻫﺘﻤﺎﻡ ﺍﻝﻜﺜﻴﺭ ﻤﻥ ﺍﻝﺒﺎﺤﺜﻴﻥ ﻓﻲ ﻤﺠﺎل
)(2
ﺍﻝﺭﻀﺎ ،ﻭﻨﺒﺭﺯ ﺃﻫﻡ ﻤﺘﻐﻴﺭﺍﺕ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﻭﻋﻼﻗﺘﻬﺎ ﺒﺎﻝﺭﻀﺎ:
ﺩﺭﺠﺔ ﺘﻨﻭﻉ ﻤﻬﺎﻡ ﺍﻝﻌﻤل :ﻜﻠﻤﺎ ﺘﻨﻭﻋﺕ ﻤﻬﺎﻡ ﺍﻝﻌﻤل ﻜﻠﻤﺎ ﻗل ﺍﻝﻤﻠل ﺍﻝﻨﻔﺴﻲ ﺍﻝﻨﺎﺸﺊ ﻋﻥ ﺘﻜﺭﺍﺭ
ﺃﺩﺍﺀ ﻜل ﻤﻬﻤﺔ ﻤﻥ ﻤﻬﺎﻡ ﺍﻝﻌﻤل ،ﻭﺘﺸﻴﺭ ﺍﻝﺒﺤﻭﺙ ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺩﺭﺠﺔ ﺘﻨﻭﻉ ﻤﻬﺎﻡ ﺍﻝﻌﻤل
ﻭﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﺘﻭﻗﻑ ﻋﻠﻰ ﺩﺭﺠﺔ ﺘﻜﺎﻤل ﻫﺫﻩ ﺍﻝﻤﻬﺎﻡ ﻭﻗﺩﺭﺍﺕ ﺍﻝﻔﺭﺩ.
ﺩﺭﺠﺔ ﺍﻝﺴﻴﻁﺭﺓ ﺍﻝﺫﺍﺘﻴﺔ ﺍﻝﻤﺘﺎﺤﺔ ﻝﻠﻔﺭﺩ :ﻝﻬﺫﺍ ﺍﻝﻤﺘﻐﻴﺭ ﺍﻨﻌﻜﺎﺱ ﻋﻠﻰ ﺘﻜﻴﻑ ﺍﻝﻔﺭﺩ ﻤﻊ ﻤﺤﻴﻁ ﻋﻤﻠﻪ،
ﻓﻜﻠﻤﺎ ﺯﺍﺩﺕ ﺤﺭﻴﺔ ﺍﻝﻔﺭﺩ ﻓﻲ ﺍﺨﺘﻴﺎﺭ ﻁﺭﻕ ﺃﺩﺍﺀ ﺍﻝﻌﻤل ﻭﺍﻝﺴﺭﻋﺔ ﺍﻝﺘﻲ ﻴﺅﺩﻱ ﺒﻬﺎ ﺍﻝﻌﻤل ،ﺠﻌﻠﻪ
ﻴﺘﻜﻴﻑ ﺒﺴﻬﻭﻝﺔ ﻤﻊ ﻤﺤﻴﻁ ﻋﻤﻠﻪ ،ﻭﻴﺴﺎﻋﺩﻩ ﻓﻲ ﺫﻝﻙ ﻤﺩﻯ ﻗﺩﺭﺘﻪ ﻓﻲ ﺍﻝﺘﺄﺜﻴﺭ ﻋﻠﻰ ﺍﻝﻘﺭﺍﺭﺍﺕ ﺍﻝﺘﻲ
-ﻓﻲ ﻤﺠﺎل ﺍﻝﺘﺴﻭﻴﻕ ،ﻴﻬﺘﻡ ﺒﺭﺠل ﺍﻝﺒﻴﻊ ﻤﻥ ﺤﻴﺙ ﻜﻴﻔﻴﺔ ﺘﻌﺎﻤﻠﻪ ﻤﻊ ﺍﻝﻌﻤﻼﺀ ،ﻓﻴﺘﻡ ﺘﺩﺭﻴﺒﻪ ﻋﻠﻰ ﻜﻴﻔﻴﺔ ﻭﻀﻊ ﺍﻻﺒﺘﺴﺎﻤﺔ
)*(
ﻋﻠﻰ ﻭﺠﻬﻪ ﻭﺍﻝﻤﻨﺎﺴﺒﺔ ﻝﻭﻅﻴﻔﺘﻪ ﻜﺭﺠل ﺒﻴﻊ ،ﻓﻌﻤﻠﻴﺔ ﺍﻝﺘﺩﺭﻴﺏ ﺘﻌﺩ ﺤﺎﻓﺯﺍ ﻝﻪ ﻋﻠﻰ ﺍﻝﻌﻤل ﻭﻤﻥ ﺘﻡ ﻴﺘﺤﻘﻕ ﺭﻀﺎﻩ ﻋﻥ ﺍﻝﻌﻤل.
)-(1ﺍﻝﻤﺭﺠﻊ ﺍﻝﺴﺎﺒﻕ ،ﺹ.107:
)-(2ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.146-144 :
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻴﺘﻡ ﺍﺘﺨﺎﺫﻫﺎ ﻭﺍﻝﺴﻴﺎﺴﺎﺕ ﺍﻝﺘﻲ ﺘﻀﻌﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ،ﺨﺎﺼﺔ ﻤﺎ ﺘﻌﻠﻕ ﺒﻌﻤﻠﻪ ،ﻭﺫﻝﻙ ﻤﻥ ﺨﻼل
ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻭﺍﻝﺜﻘﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ.
ﺍﺴﺘﺨﺩﺍﻡ ﺍﻝﻔﺭﺩ ﻝﻘﺩﺭﺍﺘﻪ :ﻜﻠﻤﺎ ﺃﺤﺱ ﺍﻝﻔﺭﺩ ﺃﻨﻪ ﻴﻘﻭﻡ ﺒﺎﺴﺘﺨﺩﺍﻡ ﻗﺩﺭﺍﺘﻪ ﻓﻲ ﻤﺯﺍﻭﻝﺔ ﻨﺸﺎﻁﻪ ،ﻜﻠﻤﺎ
ﺯﺍﺩ ﺭﻀﺎﻩ ،ﻓﺒﺎﺴﺘﺨﺩﺍﻡ ﺍﻝﻔﺭﺩ ﻝﻘﺩﺭﺍﺘﻪ ﻴﻜﻭﻥ ﻗﺩ ﺃﺸﺒﻊ ﺤﺎﺠﺘﻪ ﻝﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ.
ﻤﺴﺘﻭﻯ ﺍﻝﻁﻤﻭﺡ :ﺇﻥ ﺘﺤﻘﻴﻕ ﺍﻝﻔﺭﺩ ﻝﻤﺴﺘﻭﻯ ﺃﺩﺍﺀ ﻴﻘل ﻋﻥ ﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻪ ،ﻴﺜﻴﺭ ﻝﺩﻴﻪ ﺍﻹﺤﺴﺎﺱ
ﺒﺎﻝﻔﺸل ﻓﺎﻻﺴﺘﻴﺎﺀ ،ﻭﺍﻝﻌﻜﺱ ﻨﺠﺩﻩ ﻓﻲ ﺘﺤﻘﻴﻘﻪ ﻝﻤﺴﺘﻭﻯ ﺃﺩﺍﺀ ﻴﺯﻴﺩ ﺃﻭ ﻴﻌﺎﺩل ﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻪ
ﻓﻴﺘﻭﻝﺩ ﻝﺩﻴﻪ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﻨﺠﺎﺡ ﻭﺍﻝﺭﻀﺎ.
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
-1-1ﺍﻷﺠﺭ :ﻤﺎ ﻴﺴﺭﻱ ﻓﻲ ﺍﻝﻭﺍﻗﻊ ﻴﺅﻜﺩ ﻝﻨﺎ ﺠﻠﻴﺎ ﺍﻝﺼﺩﺍﺭﺓ ﺍﻝﺘﻲ ﻴﺤﺘﻠﻬﺎ ﺍﻷﺠﺭ ﻜﺤﺎﻓﺯ ﻤﺎﺩﻱ
ﻴﺤﻔﺯ ﻭﻴﺸﺠﻊ ﺍﻝﻔﺭﺩ ،ﻭﻴﻌﺩ ﻗﻭﺓ ﺸﺭﺍﺌﻴﺔ ﺘﻤﻜﻥ ﺍﻝﻔﺭﺩ ﻤﻥ ﺍﻝﺘﺄﻤﻴﻥ ﻋﻠﻰ ﺤﻴﺎﺘﻪ ﻓﻲ ﻤﺨﺘﻠﻑ ﺍﻝﺠﻭﺍﻨﺏ ﻋﺩﺓ
ﻗﺩ ﺘﺘﻌﻠﻕ ﺒﺎﺤﺘﻴﺎﺠﺎﺘﻪ ﺍﻷﺴﺎﺴﻴﺔ ﻜﺎﻷﻜل ﻭﺍﻝﺸﺭﺏ ﻭﺍﻝﻤﺄﻭﻯ ﺃﻭ ﺍﺤﺘﻴﺎﺠﺎﺘﻪ ﻝﻸﻤﺎﻥ ﻭﺍﻻﻨﺩﻤﺎﺝ ﻓﻲ ﺍﻝﻌﻼﻗﺎﺕ
ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺒﻤﺎ ﻴﻀﻤﻥ ﺘﺤﻘﻴﻕ ﻤﻜﺎﻨﺔ ﻭﺒﺭﻭﺯ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻤﺅﺴﺴﺔ.
ﻭﻴﻌﺭﻑ ﺍﻷﺠﺭ ﺒﺄﻨﻪ» :ﺍﻝﻤﻘﺎﺒل ﺍﻝﻤﺎﺩﻱ ﺍﻝﺫﻱ ﻴﺩﻓﻊ ﻝﻠﻔﺭﺩ ﻤﻘﺎﺒل ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻗﺩﻤﻪ ﻝﺼﺎﺤﺏ
ﺍﻝﻌﻤل«) .(1ﻭﻫﻭ ﻜﺫﻝﻙ »ﻤﺎ ﻴﺴﺘﺤﻘﻪ ﺍﻝﻌﺎﻤل ﻝﺩﻯ ﺼﺎﺤﺏ ﺍﻝﻌﻤل ﻤﻘﺎﺒل ﺘﻨﻔﻴﺫ ﻤﺎ ﻜﻠﻑ ﺒﻪ ،ﻭﻓﻘﺎ ﻝﻼﺘﻔﺎﻕ
ﺍﻝﺫﻱ ﻴﺘﻡ ﺒﻴﻨﻬﻤﺎ ﻭﻓﻲ ﺇﻁﺎﺭ ﻤﺎ ﺘﻔﺭﻀﻪ ﺍﻝﺘﺸﺭﻴﻌﺎﺕ ﺍﻝﻤﻨﻅﻤﺔ ﻝﻠﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﻌﺎﻤل ﻭﺼﺎﺤﺏ
ﺍﻝﻌﻤل«)،(2ﻭﻴﻌﺭﻑ ﻓﻲ ﻤﻌﺠﻡ ﺍﻝﻤﺼﻁﻠﺤﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ ﺒﺄﻨﻪ »ﻋﺎﺌﺩ ﺍﻝﻌﻤل ،ﻴﺩﻓﻊ ﻨﻘﺩﺍ ﺃﻭ ﻴﺩﻓﻊ ﺠﺎﻨﺒﺎ ﻤﻨﻪ
ﻨﻘﺩﺍ ﻭﺍﻝﺠﺎﻨﺏ ﺍﻵﺨﺭ ﻋﻴﻨﺎ«) ،(3ﺇﺫﻥ ﺍﻷﺠﺭ ﺍﻝﺫﻱ ﻴﺘﻘﺎﻀﺎﻩ ﺍﻝﻌﺎﻤل ﻤﺎ ﻫﻭ ﺇﻻ ﻤﺤﺼﻠﺔ ﻝﻠﺠﻬﻭﺩ ﺍﻝﻤﺒﺫﻭﻝﺔ
ﻓﻲ ﺘﻨﻔﻴﺫ ﻤﺎ ﻜﻠﻑ ﺒﻪ ،ﻭﺒﻌﺒﺎﺭﺓ ﺃﺨﺭﻯ ﻨﺠﺩﻩ ﻴﻌﺒﺭ ﻋﻥ ﺍﻝﺠﺯﺍﺀ ﻋﻥ ﺍﻝﻌﻤل ﻭﻓﻕ ﺃﺴﺱ ﻭﻀﻭﺍﺒﻁ ﺘﻔﺭﻀﻬﺎ
ﺍﻝﺘﺸﺭﻴﻌﺎﺕ ﺍﻝﻤﺨﺘﻠﻔﺔ ﻝﻠﻌﻤل ،ﻭﻗﺩﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ ﺍﻝﺩﻓﻊ...ﺍﻝﺦ.
ﻓﻌﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻔﺭﺩ ﺘﻌﻤل ﺍﻷﺠﻭﺭ ﻋﻠﻰ ﻀﻤﺎﻥ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻤﻌﻴﺸﻲ ﺍﻝﻼﺌﻕ ﺒﺠﻭﺍﻨﺒﻪ ﺍﻝﻤﺨﺘﻠﻔﺔ
ﺍﻗﺘﺼﺎﺩﻴﺎ ﻭﺍﺠﺘﻤﺎﻋﻴﺎ ،...ﺃﻤﺎ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻤﺅﺴﺴﺔ ﻓﺎﻷﺠﺭ ﻴﻌﺩ ﻭﺴﻴﻠﺔ ﻹﺒﺭﺍﺯ ﺍﻝﻤﻜﺎﻨﺔ ﺍﻝﺘﻲ ﻴﺤﺘﻠﻬﺎ
ﺍﻝﻌﺎﻤل ﺃﻤﺎﻡ ﺍﻵﺨﺭﻴﻥ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺃﻥ ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺃﺠﻭﺭ ﻤﺭﺘﻔﻌﺔ ﺘﺩﻓﻊ ﺒﺎﻝﻌﺎﻤل ﺇﻝﻰ ﺒﺩل
) -(1ﺴﻠﻴﻤﺎﻥ ﺃﺤﻤﻴﺔ ،ﺍﻝﺘﻨﻅﻴﻡ ﺍﻝﻘﺎﻨﻭﻨﻲ ﻝﻌﻼﻗﺎﺕ ﺍﻝﻌﻤل ﻓﻲ ﺍﻝﺘﺸﺭﻴﻊ ﺍﻝﺠﺯﺍﺌﺭﻱ ،ﻋﻼﻗﺔ ﺍﻝﻌﻤل ﺍﻝﻔﺭﺩﻴﺔ ،ﺩﻴﻭﺍﻥ ﺍﻝﻤﻁﺒﻭﻋﺎﺕ
ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻝﺠﺯﺍﺌﺭ ،ﺝ ،2000 ،2ﺹ.212 :
)-(2ﺼﻼﺡ ﺍﻝﺩﻴﻥ ﻤﺤﻤﺩ ﻋﺒﺩ ﺍﻝﺒﺎﻗﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ ،2003 ،ﺹ.359 :
)-(3ﺃﺤﻤﺩ ﺯﻜﻲ ،ﻤﻌﺠﻡ ﻤﺼﻁﻠﺤﺎﺕ ﺍﻝﻌﻠﻭﻡ ﺍﻹﺩﺍﺭﻴﺔ ،ﺩﺍﺭ ﺍﻝﻜﺘﺎﺏ ﺍﻝﻤﺼﺭﻱ ،ﺩﺱ ،ﺹ.222:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻭﺍﻝﺠﺩﻴﺭ ﺒﺎﻝﺫﻜﺭ ﺃﻥ ﺍﻷﺠﺭ ﻜﻤﺼﻁﻠﺢ ﻜﺎﻥ ﻴﻤﺜل ﺍﻝﻤﻘﺎﺒل ﺍﻝﺫﻱ ﻴﺤﺼل ﻋﻠﻴﻪ ﺍﻝﻔﺭﺩ ﻴﻭﻤﻴﺎ ﺃﻭ
ﺒﺎﻝﺴﺎﻋﺔ ﺒﻴﻨﻤﺎ ﺍﻝﺭﺍﺘﺏ ﻓﺸﻤل ﺍﻝﻤﻘﺎﺒل ﺍﻝﺫﻱ ﻴﺤﺼل ﻋﻠﻴﻪ ﺍﻝﻔﺭﺩ ﺸﻬﺭﻴﺎ ﻭﺍﻵﻥ ﺃﺼﺒﺢ ﻝﻤﺩﻝﻭل ﺍﻝﻤﺼﻁﻠﺤﻴﻥ
ﻤﻌﻨﻰ ﻭﺍﺤﺩ ﺴﻭﺍﺀ ﺤﺼل ﻋﻠﻴﻪ ﺍﻝﻔﺭﺩ ﺸﻬﺭﻴﺎ ﺃﻭ ﺒﺎﻝﺴﺎﻋﺔ) ،(1ﻓﻲ ﻫﺫﺍ ﺍﻝﺴﻴﺎﻕ ﻴﺠﺏ ﺍﻝﻭﻗﻭﻑ ﻋﻨﺩ ﻤﺩﻯ
ﻋﺩﺍﻝﺔ ﺍﻷﺠﺭ ﻝﻠﻌﺎﻤل ﻤﻘﺎﺭﻨﺔ ﺒﻁﺒﻴﻌﺔ ﻋﻤﻠﻪ ﻭﻤﺩﻯ ﺘﻐﻁﻴﺔ ﺫﻝﻙ ﺍﻷﺠﺭ ﻝﻤﺘﻁﻠﺒﺎﺕ ﺍﻝﻤﻌﻴﺸﺔ ﻭﻜﺫﺍ ﻤﺴﺎﻫﻤﺘﻪ
ﻓﻲ ﺃﺩﺍﺀ ﺍﻝﻌﺎﻤل ،ﺇﺫﺍ ﺤﺘﻰ ﺘﺘﺤﻘﻕ ﻓﻌﺎﻝﻴﺔ ﺍﻷﺠﻭﺭ ﻓﻲ ﺘﺤﻘﻴﻕ ﺭﻀﺎ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﺍﻗﺘﺭﻥ ﺫﻝﻙ ﺒﺘﻭﻓﺭ ﻋﺩﺓ
ﺸﺭﻭﻁ ﺃﻫﻤﻬﺎ ﺃﻥ ﺘﻜﻭﻥ ﺴﻴﺎﺴﺔ ﺍﻷﺠﻭﺭ):(2
-ﻋﺎﺩﻝﺔ ﻓﻲ ﺘﻁﺒﻴﻕ ﻓﺤﻭﻯ ﺍﻝﻘﻭﺍﻨﻴﻥ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺘﻭﺯﻴﻊ ﺍﻷﺠﻭﺭ ﻋﻠﻰ ﺃﻜﻤل ﻭﺠﻪ.
-ﻤﻨﺎﺴﺒﺔ ،ﺃﻱ ﺘﻭﺍﻓﻕ ﺍﻷﺠﺭ ﺍﻝﻤﻘﺩﻡ ﻤﻊ ﺍﻝﺠﻬﺩ ﺍﻝﻤﺒﺫﻭل ﻓﻲ ﺍﻝﻌﻤل.
-ﻤﺘﻔﻘﺔ ﺒﺸﻜل ﻜﺒﻴﺭ ﻤﻊ ﺍﻝﻘﺩﺭﺓ ﺍﻝﺸﺭﺍﺌﻴﺔ.
-ﻤﻭﻓﺭﺓ ﻝﻸﺠﺭ ﺍﻝﻤﺸﺒﻊ ﻝﺤﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺘﺒﺎﻴﻨﺔ.
-ﺩﺍﻓﻊ ﺒﺤﺩ ﺫﺍﺘﻬﺎ ﺃﻱ ﺃﻥ ﺍﻷﺠﺭ ﺍﻝﻤﻘﺩﻡ ﻤﺤﺭﻙ ﻝﺭﻏﺒﺔ ﺍﻝﻌﺎﻤل ﻓﻲ ﺒﺫل ﺍﻝﺠﻬﺩ ﻭﺍﻝﻌﻁﺎﺀ.
ﻭﻴﺘﺠﺴﺩ ﺫﻝﻙ ﻭﺍﻗﻌﻴﺎ ﺇﺫﺍ ﺘﻡ ﺘﺼﻤﻴﻡ ﻨﻅﺎﻡ ﻝﻸﺠﻭﺭ ﺒﻁﺭﻕ ﺴﻠﻴﻤﺔ ﻴﻁﺒﻕ ﻋﻠﻰ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ
ﻭﻓﻘﺎ ﻝﻭﻅﺎﺌﻔﻬﻡ ﻭﻤﺴﺘﻭﻯ ﺃﺩﺍﺌﻬﻡ ﻓﻴﻬﺎ ،ﻭﻴﺘﺭﺠﻡ ﺫﻝﻙ ﺍﻝﻨﻅﺎﻡ ﻓﻲ ﻫﻴﻜل ﺍﻷﺠﻭﺭ ﺍﻝﺫﻱ ﻴﻭﺼل ﺇﻝﻰ ﺘﺤﻘﻴﻕ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ.
-1-1-1ﺘﺼﻤﻴﻡ ﻫﻴﻜل ﺍﻷﺠﻭﺭ :ﻴﺘﻡ ﺒﻨﺎﺀ ﻫﻴﻜل ﺍﻷﺠﻭﺭ ﺍﻋﺘﻤﺎﺩﺍ ﻋﻠﻰ ﻋﻤﻠﻴﺔ ﺘﻘﻴﻴﻡ ﺍﻝﻭﻅﺎﺌﻑ ﺃﻱ
ﺘﺤﺩﻴﺩ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻨﺴﺒﻴﺔ ﻝﻤﺨﺘﻠﻑ ﺍﻝﻭﻅﺎﺌﻑ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻭﻴﺘﻌﺭﺽ ﻫﺫﺍ ﺍﻝﺘﻘﻴﻴﻡ ﺇﻝﻰ ﺍﻝﻭﻅﺎﺌﻑ ﻻ ﻝﺸﺎﻏﻠﻴﻬﺎ
ﻭﻫﻲ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻤﺭﺤﻠﺔ ﺍﻝﺘﻤﻬﻴﺩﻴﺔ ﻓﻲ ﺘﺼﻤﻴﻡ ﻫﻴﻜل ﺍﻷﺠﻭﺭ ،ﺍﻝﺘﻲ ﻴﺘﻡ ﺒﻤﻭﺠﺒﻬﺎ ﻋﻤﻠﻴﺔ ﺍﻝﻤﻘﺎﺭﻨﺔ ﻝﻤﻀﻤﻭﻥ
ﻜل ﻭﻅﻴﻔﺔ ﻨﻅﺭﺍ ﻝﻼﺨﺘﻼﻑ ﻓﻲ ﺍﻝﻭﺍﺠﺒﺎﺕ ﻭﺍﻝﻤﺴﺅﻭﻝﻴﺎﺕ ﻭﺤﺘﻰ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻤﻤﺎﺭﺴﺔ ﻓﻴﻬﺎ ،ﻭﺒﻨﺎ ﺀ ﻋﻠﻰ
ﺫﻝﻙ ﺘﺤﺩﺩ ﻗﻴﻤﺔ ﻭﺃﻫﻤﻴﺔ ﻜل ﻭﻅﻴﻔﺔ ﺒﻤﺎ ﻴﻀﻤﻥ ﻭﻀﻊ ﺃﺠﻭﺭ ﻋﺎﺩﻝﺔ ﻜﻭﻨﻬﺎ ﻤﺴﻨﺩﺓ ﺇﻝﻰ ﻗﻴﻤﺔ ﺍﻝﻭﻅﻴﻔﺔ ﻻ
ﻝﻺﻋﺘﺒﺎﺭﺍﺕ ﺍﻝﺸﺨﺼﻴﺔ ،ﻭﻴﺴﺘﻨﺩ ﻓﻲ ﺘﻘﻴﻴﻡ ﺍﻝﻭﻅﺎﺌﻑ ﻋﻠﻰ ﺍﻝﻔﺭﻭﺽ ﺍﻝﺘﺎﻝﻴﺔ):(3
-ﻤﻥ ﺍﻝﻤﻨﻁﻘﻲ ﺃﻥ ﻴﺘﺴﺎﻭﻯ ﺍﻷﺠﺭ ﺍﻝﻤﺩﻓﻭﻉ ﻤﻊ ﻤﺎ ﺘﺴﺎﻫﻡ ﺒﻪ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ ﺍﻝﺘﻨﻅﻴﻤﻴﺔ.
-ﻴﺸﻌﺭ ﺍﻷﻓﺭﺍﺩ ﺒﻌﺩﺍﻝﺔ ﻜﺒﻴﺭﺓ ﻓﻲ ﻤﻌﺎﻤﻠﺘﻬﻡ ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻷﺠﻭﺭ ﻤﺒﻨﻴﺔ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻨﺴﺒﻴﺔ
ﻝﻠﻭﻅﺎﺌﻑ.
) -(1ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭ ﻴﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.49:
)-(2ﻋﻠﻲ ﻋﺒﺩ ﺍﻝﻭﻫﺎﺏ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.48:
)-(3ﺠﻤﺎل ﺍﻝﺩﻴﻥ ﻤﺤﻤﺩ ﺍﻝﻤﺭﺴﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.510 ،509 :
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
-ﻴﺘﻡ ﺘﺩﻋﻴﻡ ﺍﻷﻫﺩﺍﻑ ﺒﻭﺍﺴﻁﺔ ﺍﻻﺤﺘﻔﺎﻅ ﺒﻬﻴﻜل ﻤﺒﻨﻲ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻨﺴﺒﻴﺔ ﻝﻠﻭﻅﺎﺌﻑ.
-ﻫﻨﺎﻙ ﺤﺎﺠﺔ ﻝﻭﺠﻭﺩ ﺩﺭﺠﺔ ﻋﺎﻝﻴﺔ ﻤﻥ ﺍﻝﺘﻨﺎﻓﺱ ﺒﻴﻥ ﻫﻴﻜل ﻤﻌﺩﻻﺕ ﺍﻷﺠﻭﺭ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻤﺅﺴﺴﺎﺕ
ﻭﻗﻁﺎﻋﺎﺕ ﺍﻝﻨﺸﺎﻁ ﻭﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻘﻭﻤﻲ.
ﻭ ﹸﺘ ﹶﻜﹶﻠلْ ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠﺔ )ﺘﻘﻴﻡ ﺍﻝﻭﻅﺎﺌﻑ( ﻜﻤﺭﺤﻠﺔ ﺍﺒﺘﺩﺍﺌﻴﺔ ﻓﻲ ﻋﻤﻠﻴﺔ ﺒﻨﺎﺀ ﻫﻴﻜل ﺍﻷﺠﻭﺭ ﺒﺄﺴﺎﺴﻴﻴﻥ
ﻫﻤﺎ:
ﺘﺤﺩﻴﺩ ﻫﻴﻜل ﺍﻝﻭﻅﺎﺌﻑ :ﺘﺠﻨﺒﺎ ﻝﺼﻌﻭﺒﺔ ﺘﺴﻌﻴﺭ ﻜل ﻭﻅﻴﻔﺔ ﻋﻠﻰ ﺤﺩﻯ ،ﺍﺘﻔﻕ ﻋﻠﻰ ﺘﻘﺴﻴﻡ ﺍﻝﻭﻅﺎﺌﻑ
ﺍﻝﻤﻘﻴﻤﺔ ﺇﻝﻰ ﻤﺠﻤﻭﻋﺎﺕ ﺃﺩﺭﺠﺕ ﺘﺤﺕ ﺍﺴﻡ ﺍﻝﻔﺌﺔ ﺃﻭ ﺍﻝﺩﺭﺠﺔ ،ﻓﻜل ﻭﺍﺤﺩﺓ ﺘﻀﻡ ﺍﻝﻭﻅﺎﺌﻑ
ﺍﻝﻤﺘﻘﺎﺭﺒﺔ ﻓﻲ ﺍﻷﻫﻤﻴﺔ ،ﺇﺫﻥ ﺒﺘﺴﻌﻴﺭ ﺍﻝﺩﺭﺠﺔ ﺃﻭ ﺍﻝﻔﺌﺔ ﺘﻀﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ ﺴﺭﻴﺎﻥ ﻓﺌﺔ ﺍﻷﺠﺭ ﻋﻠﻰ
ﻜﺎﻓﺔ ﺍﻝﻭﻅﺎﺌﻑ ﺍﻝﻤﺩﻤﺠﺔ ﺘﺤﺕ ﺘﻠﻙ ﺍﻝﻔﺌﺔ ﺃﻭ ﺍﻝﺩﺭﺠﺔ ،ﻭﻴﺘﻡ ﺒﻌﺩﻫﺎ ﺘﺤﺩﻴﺩ ﻤﺩﻯ ﺍﻝﻔﺌﺎﺕ ﺍﻝﻔﺎﺼل ﺒﻴﻥ
ﻜل ﻓﺌﺔ ﻭﺃﺨﺭﻯ ﻓﻲ ﺸﻜل ﻨﻘﺎﻁ).(1
ﺘﺤﺩﻴﺩ ﺃﺠﺭ ﻜل ﻓﺌﺔ :ﺃﺨﺫﹰﺍ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﻝﻤﺴﺘﻭﻯ ﺍﻷﺠﺭ ﺍﻝﺴﺎﺌﺩ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﻤﺘﺸﺎﺒﻬﺔ
ﻤﺴﺘﻭﻯ ﺍﻝﻤﻌﻴﺸﺔ ﻭﺍﻝﻘﻭﺍﻨﻴﻥ ﺍﻝﺤﻜﻭﻤﻴﺔ ،ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﻴﺘﻡ ﺘﺤﺩﻴﺩ ﺃﺠﺭ ﻜل ﻓﺌﺔ ﻭﺍﻝﻭﻅﺎﺌﻑ
ﺍﻝﺘﻲ ﺘﺸﺘﻤل ﻋﻠﻴﻬﺎ ،ﺒﻬﺩﻑ ﻀﻤﺎﻥ ﺨﻁﺔ ﺇﻋﺩﺍﺩ ﻫﻴﻜل ﺴﻠﻴﻡ ﻝﻸﺠﻭﺭ ،ﻴﺘﻡ ﺩﻓﻌﻬﺎ ﻭﻓﻕ ﻋﺩﺓ ﻤﻌﺎﻴﻴﺭ.
-2-1-1ﺃﻨﻅﻤﺔ ﺩﻓﻊ ﺍﻷﺠﻭﺭ :ﻝﻴﺱ ﻫﻨﺎﻙ ﻨﻅﺎﻡ ﻭﺍﺤﺩ ﻭﺇﻨﻤﺎ ﺘﺘﻌﺩﺩ ﺍﻷﻨﻅﻤﺔ ،ﻭﻝﻴﺱ ﺒﺎﻝﻀﺭﻭﺭﺓ
ﺍﻝﺤﻜﻡ ﻋﻠﻰ ﻁﺭﻴﻘﺔ ﻤﻌﻴﻨﺔ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻝﻬﺩﻑ ،ﻓﻜل ﻤﺅﺴﺴﺔ ﺘﺘﺒﻨﻰ ﺍﻝﻁﺭﻴﻘﺔ ﺍﻝﺘﻲ ﺘﺭﺍﻫﺎ ﻤﻨﺎﺴﺒﺔ ﻭﻤﺘﻼﺌﻤﺔ
ﻤﻊ ﻅﺭﻭﻓﻬﺎ ،ﻭﺃﻫﻡ ﻫﺫﻩ ﺍﻝﻁﺭﻕ ﻨﺫﻜﺭ ﻤﺎ ﻴﻠﻲ:
-1-2-1-1ﺃﻨﻅﻤﺔ ﺍﻝﺩﻓﻊ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻹﻨﺘﺎﺝ :ﺍﻷﺴﺎﺱ ﻓﻲ ﻫﺫﺍ ﺍﻝﻨﻅﺎﻡ ﺫﻝﻙ ﺍﻻﺭﺘﺒﺎﻁ ﺍﻝﻘﺎﺌﻡ
ﺒﻴﻥ ﺍﻷﺠﺭ ﺍﻝﺫﻱ ﻴﺤﺼل ﻋﻠﻴﻪ ﺍﻝﻔﺭﺩ ﻭﻤﻘﺩﺍﺭ ﺍﻹﻨﺘﺎﺝ ﺍﻝﺫﻱ ﺘﻡ ﺘﺤﻘﻴﻘﻪ ﻭﺘﺴﻤﻰ ﺒﺎﻷﺠﻭﺭ ﺍﻝﺘﺸﺠﻴﻌﻴﺔ ﻜﻭﻨﻬﺎ
ﺘﺸﺠﻊ ﺍﻝﻔﺭﺩ ﻋﻠﻰ ﺯﻴﺎﺩﺓ ﺇﻨﺘﺎﺠﻪ ،ﻭﺘﻬﺩﻑ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺜﻼﺙ ﺃﻤﻭﺭ):(2
ﺍﺭﺘﻔﺎﻉ ﻜﻤﻴﺔ ﺍﻹﻨﺘﺎﺝ ،ﺍﻨﺨﻔﺎﺽ ﺍﻝﺘﻜﺎﻝﻴﻑ ﻝﻠﻭﺤﺩﺓ ،ﺍﺭﺘﻔﺎﻉ ﺃﺠﻭﺭ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﻤﺎ ﻴﺤﻘﻕ ﺭﻀﺎﻫﻡ ﻋﻥ
ﺍﻝﻌﻤل ،ﻭﺘﺘﻤﺜل ﺃﻨﻅﻤﺔ ﺍﻝﺩﻓﻊ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻹﻨﺘﺎﺝ ﻓﻴﻤﺎﻴﻠﻲ ):(3
ﺃﺠﺭ ﺍﻝﻘﻁﻌﺔ ﺍﻝﻤﻭﺤﺩ :ﻴﺘﻡ ﺘﺤﺩﻴﺩ ﺍﻷﺠﺭ ﻭﻓﻕ ﻫﺫﺍ ﺍﻷﺴﺎﺱ ﺒﻨﺎﺀ ﻋﻠﻰ ﻋﺩﺩ ﺍﻝﻭﺤﺩﺍﺕ ﺍﻝﻤﻨﺘﺠﺔ ﻭﻓﻘﹰﺎ
ﻝﻠﻌﻼﻗﺔ ﺍﻝﺘﺎﻝﻴﺔ ،R=m.P :ﻓﻴﺭﺘﻔﻊ ﺍﻷﺠﺭ Rﺒﺯﻴﺎﺩﺓ ﻋﺩﺩ ﺍﻝﻭﺤﺩﺍﺕ ﺍﻝﻤﻨﺘﺠﺔ mﺍﻝﻤﻘﻴﻤﺔ ﺒﺎﻝﻤﻌﺩل P
ﻭﺃﻫﻡ ﻤﺎ ﺘﺘﻤﻴﺯ ﺒﻪ ﻫﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﺍﻝﺴﻬﻭﻝﺔ ﻭﺍﻝﺒﺴﺎﻁﺔ ﻓﻬﻤﺎ ﻭﺘﻁﺒﻴﻘﹰﺎ ،ﻜﻤﺎ ﺘﺤﻔﺯ ﺍﻷﻓﺭﺍﺩ ﻋﻠﻰ ﺯﻴﺎﺩﺓ
ﺍﻹﻨﺘﺎﺝ ﺩﻭﻥ ﺍﻷﺨﺫ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﻝﻠﻨﻭﻋﻴﺔ ﻤﻤﺎ ﻴﺴﺘﺩﻋﻲ ﺭﻗﺎﺒﺔ ﺼﺎﺭﻤﺔ ﻭﻤﺴﺘﻤﺭﺓ ﻓﺘﺤﺩﺙ ﻀﻐﻁ
ﻋﻠﻰ ﺍﻝﻌﻤﺎل ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﺯﻴﺎﺩﺓ ﺍﻝﺠﻬﺩ ﻓﻭﻕ ﺍﻝﻁﺎﻗﺔ ﺒﻬﺩﻑ ﻓﻘﻁ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺍﻷﺠﻭﺭ
ﺍﻝﻤﺭﺘﻔﻌﺔ ﻗﺩ ﻴﺅﺜﺭ ﺴﻠﺒﺎ ﻋﻠﻰ ﺼﺤﺔ ﻭﺴﻼﻤﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﻨﻅﺎﻡ ﺍﻷﺠﺭ ﺍﻝﻤﺘﺒﺎﻴﻥ ﺒﺎﻝﻘﻁﻌﺔ :ﺘﻡ ﺇﻋﺩﺍﺩ ﺍﻝﻨﻅﺎﻡ ﻤﻥ ﻁﺭﻑ ﻓﺭﻴﺩﻴﺭﻙ ﺘﺎﻴﻠﻭﺭ ﺍﻝﺫﻱ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻥ
ﺍﻷﺠﺭ ﻴﺭﺘﻔﻊ ﺒﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺝ ﻋﻥ ﺍﻝﻤﻘﺩﺍﺭ ﺍﻝﻤﺤﺩﺩ ﻝﻪ ،ﻭﻓﻲ ﺫﻝﻙ ﻗﺩ ﺤﺩﺩ ﻤﻌﺩﻝﻴﻥ ﻝﻠﺩﻓﻊ ،ﻤﻌﺩل
ﻋﺎﺩﻱ ﻭﻤﻌﺩل ﻤﺭﺘﻔﻊ ﻴﺭﺍﻓﻕ ﺍﻹﻨﺘﺎﺝ ﻤﺎ ﺒﻌﺩ ﺍﻝﻤﻌﻴﺎﺭ ﺍﻝﻤﺤﺩﺩ ﻭﺇﻥ ﻜﺎﻥ ﺫﻝﻙ ﻓﻴﻪ ﺘﺤﻔﻴﺯ ﻝﻠﻌﺎﻤل،
ﻓﻴﺤﻤل ﻓﻲ ﻤﻀﻤﻭﻨﻪ ﺘﺄﺜﻴﺭﺍ ﺴﻠﺒﻴﺎ ﻋﻠﻰ ﻨﻭﻋﻴﺔ ﺍﻝﻤﻨﺘﺠﺎﺕ ﻭﻜﺫﺍ ﺼﺤﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ.
-2-2-1-1ﺍﻝﺩﻓﻊ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻝﺯﻤﻥ )ﺍﻷﺠﺭ ﺍﻝﺯﻤﻨﻲ( :ﺘﻘﺘﺭﻥ ﻫﺫﻩ ﺍﻝﻌﻤﻠﻴﺔ ﺒﺎﻝﺯﻤﻥ ،ﺇﺫ ﻴﺤﺩﺩ
ﺒﻤﻭﺠﺒﻬﺎ ﺃﺠﺭﺍ ﺜﺎﺒﺘﹰﺎ ﻋﻥ ﺍﻝﻭﻗﺕ ﺍﻝﺫﻱ ﻴﻘﻀﻴﻪ ﺍﻝﻌﺎﻤل ﻓﻲ ﺍﻝﻌﻤل ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﻭﺤﺩﺓ ﺍﻝﺴﺎﻋﺔ ﺃﻭ ﺍﻝﻴﻭﻡ ﺃﻭ
ﺍﻷﺴﺒﻭﻉ ﺃﻭ ﺍﻝﺸﻬﺭ ﻭﻻ ﻴﺘﻐﻴﺭ ﻤﻘﺩﺍﺭ ﺍﻷﺠﺭ ﺒﺘﻐﻴﺭ ﻜﻤﻴﺔ ﺍﻹﻨﺘﺎﺝ ،ﻭﺘﻌﺩ ﻤﻥ ﺃﻗﺩﻡ ﻁﺭﻕ ﺩﻓﻊ ﺍﻷﺠﻭﺭ
ﻭﺃﻜﺜﺭﻫﺎ ﺍﺴﺘﺨﺩﺍﻤﺎ ،ﻓﻀﻠﻬﺎ ﺍﻝﻜﺜﻴﺭ ﻤﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻭﻜﺫﺍ ﺍﻝﻨﻘﺎﺒﺎﺕ ،ﻝﻤﺎ ﻓﻴﻬﺎ ﻤﻥ ﺴﻬﻭﻝﺔ ﺍﻝﺤﺴﺎﺏ ﻭﺘﻘﻠﻴﺼﺎ
ﻝﻠﻨﻔﻘﺎﺕ ﺍﻹﺩﺍﺭﻴﺔ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺈﻋﺩﺍﺩ ﺴﺠﻼﺕ ﺍﻷﺠﻭﺭ ،ﻭﻜل ﻫﺫﻩ ﺍﻝﻤﺯﺍﻴﺎ ﻻ ﺘﺴﺘﺒﻌﺩ ﻋﻴﻭﺒﻬﺎ ﺇﺫ ﺘﻐﻔل ﺘﻠﻙ
ﺍﻝﻔﺭﻭﻕ ﺍﻝﻔﺭﺩﻴﺔ ﺒﻴﻥ ﺍﻷﺸﺨﺎﺹ ،ﺇﺫ ﻫﻡ ﻤﺘﺴﺎﻭﻭﻥ ﻓﺎﻝﻤﺠﺩ ﻭﺍﻝﻤﻬﻤل ﻋﻠﻰ ﺩﺭﺠﺔ ﻭﻤﺴﺘﻭﻯ ﻭﺍﺤﺩ ﻭﻫﺫﺍ
ﻴﻌﺎﺭﺽ ﻤﺒﺩﺃ ﺍﻝﻌﺩﺍﻝﺔ ،ﻭﻜﻭﻨﻪ ﺍﻷﺠﺭ ﺜﺎﺒﺕ ﻓﺴﻴﻜﺒﺕ ﺍﻻﺒﺘﻜﺎﺭ ،ﺇﺫ ﺃﻥ ﺍﻷﺠﺭ ﺍﻝﺯﻤﻨﻲ ﻴﺤﺩﺩ ﻓﻲ ﺍﻝﻌﺎﺩﺓ ﻋﻠﻰ
ﺃﺴﺎﺱ ﺍﻝﻜﻔﺎﺀﺓ ﺍﻝﻤﺘﻭﺴﻁﺔ ﻭﺒﺎﻝﺘﺎﻝﻲ ﹸﺘﻔﹾﻘﺩ ﻓﺎﻋﻠﻴﺔ ﺍﻷﺠﺭ ﻓﻲ ﺇﺭﻀﺎﺀ ﺍﻝﻌﺎﻤﻠﻴﻥ).(1
ﺇﺫﻥ ﻹﺒﻘﺎﺀ ﻤﻔﻌﻭل ﺍﻷﺠﺭ ﻗﺎﺌﻡ ﻭﺠﺏ ﺃﺨﺫ ﺒﻌﺽ ﺍﻻﺤﺘﻴﺎﻁﺎﺕ ﺍﻝﻼﺯﻤﺔ ﻜﺘﺄﻤﻴﻥ ﺭﻗﺎﺒﺔ ﻤﺴﺘﻤﺭﺓ
ﺒﺄﺴﺱ ﻭﻀﻭﺍﺒﻁ ﺴﻠﻴﻤﺔ ﺤﺘﻰ ﻻ ﺘﻤﺜل ﻀﻐﻭﻁﹰﺎ ﻋﻠﻰ ﺍﻝﻌﻤﺎل ،ﻭﺠﻭﺩ ﺇﺸﺭﺍﻑ ﻭﺍﻉ ﻝﻀﺒﻁ ﺍﻹﻨﺘﺎﺝ
ﻭﺘﺤﻘﻴﻕ ﺍﻝﺘﺯﺍﻡ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺘﺄﺩﻴﺔ ﺍﻝﻌﻤل ﻤﻥ ﻤﻨﻁﻠﻕ ﺨﻠﻕ ﺍﻝﺭﻏﺒﺔ ﻝﺩﻴﻬﻡ ﻭﺍﻻﺴﺘﻌﺩﺍﺩ ﺍﻝﻜﺎﻤل ﻝﻠﺘﻔﺎﻨﻲ ﻓﻲ
ﺍﻝﻌﻤل ،ﻓﻤﺜل ﻫﺫﻩ ﺍﻷﻤﻭﺭ ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﺎﻤﻠﻴﻥ.
ﻝﻘﺩ ﺘﻌﺩﺩﺕ ﻭﺠﻬﺎﺕ ﺍﻝﻨﻅﺭ ﺤﻭل ﻤﺩﻯ ﺘﺄﺜﻴﺭ ﺍﻷﺠﺭ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﺎﻤل ،ﻓﻨﺠﺩﻩ ﻓﻲ
ﻨﻅﺭ ﺒﻌﺽ ﺍﻝﻤﻔﻜﺭﻴﻥ ﺃﻨﻪ ﻻ ﻴﻤﺜل ﻤﺼﺩﺭ ﺇﺸﺒﺎﻉ ﺇﻻ ﻝﻠﺤﺎﺠﺎﺕ ﺍﻝﺩﻨﻴﺎ ،ﻓﺘﻭﻓﺭﻩ ﻴﺤﺩ ﻤﻥ ﻤﺸﺎﻋﺭ ﺍﻻﺴﺘﻴﺎﺀ
ﺩﻭﻥ ﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ،ﻭﺒﺎﻝﻤﻘﺎﺒل ﺃﺸﺎﺭﺕ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﻲ ﺃﺠﺭﻴﺕ ﺒﺎﻝﻭﻻﻴﺎﺕ ﺍﻝﻤﺘﺤﺩﺓ ﺍﻷﻤﺭﻴﻜﻴﺔ ﺇﻝﻰ ﻭﺠﻭﺩ
ﻋﻼﻗﺔ ﻁﺭﺩﻴﺔ ﺒﻴﻥ ﻤﺴﺘﻭﻯ ﺍﻝﺩﺨل ﻭﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ،ﻭﺃﻗﺭﺕ ﺃﻥ ﺍﻝﺭﻀﺎ ﻴﺯﻴﺩ ﻜﻠﻤﺎ ﺯﺍﺩ ﺍﻝﺩﺨل
ﻭﻴﻨﻘﺹ ﺒﻨﻘﺼﺎﻨﻪ ،ﻭﻋﻠﻴﻪ ﻻ ﻴﻘﺘﺼﺭ ﺩﻭﺭ ﺍﻷﺠﺭ ﻋﻠﻰ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﺩﻨﻴﺎ ﻭﺇﻨﹼﻤﺎ ﻴﺘﻌﺩﺍﻫﺎ ﺇﻝﻰ ﺘﻭﻓﻴﺭ
ﺍﻷﻤﻥ ﻭﺍﻝﻤﻜﺎﻨﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﻼﺌﻘﺔ ﻓﺈﺤﺩﺍﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ).(2
ﻤﻥ ﻫﺫﺍ ﺍﻝﻤﻨﻁﻠﻕ ﻨﻠﻤﺱ ﺘﺄﺜﻴﺭ ﺍﻷﺠﺭ ﻋﻠﻰ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﻠﻌﺎﻤﻠﻴﻥ ،ﻓﻬﻭ ﻤﻁﻠﻭﺏ ﺒﺸﺩﺓ
ﻭﺇﻝﺤﺎﺡ» ،ﻓﺎﻷﺠﺭ ﻝﻡ ﻴﻌﺩ ﻴﺩﺭﻙ ﺃﺴﺎﺴﺎ ﻜﻌﻼﻗﺔ ﻤﺘﻭﻝﺩﺓ ﻤﻥ ﺍﻝﻌﻤل ﻓﻘﻁ ،ﺒل ﻜﻤﺴﺘﻠﺯﻡ ﻤﺸﺘﻕ ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ
ﺍﻷﻋﻡ ﻝﻠﻤﻌﻴﺸﺔ«).(1
ﻓﺘﻭﻓﻴﺭ ﺍﻷﺠﺭ ﺍﻝﻤﻼﺌﻡ ﻭﺍﻝﻤﺘﻭﺍﻓﻕ ﻤﻊ ﻤﺘﻁﻠﺒﺎﺕ ﺍﻝﻤﻌﻴﺸﺔ ﻴﺭﻓﻊ ﻤﻥ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﺩﻯ ﺍﻝﻌﺎﻤﻠﻴﻥ
ﻓﻴﺤﻔﺯﻫﻡ ﺫﻝﻙ ﻋﻠﻰ ﺒﺩل ﺠﻬﻭﺩ ﺃﻜﺒﺭ ﻝﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺝ ﻭﺘﺤﺴﻴﻥ ﺍﻷﺩﺍﺀ ﺒﻬﺩﻑ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﺘﻌﺩﺩﺓ
ﻤﺎﺩﻴﺔ ﻜﺎﻨﺕ ﺃﻭ ﻤﻌﻨﻭﻴﺔ.
-3-1ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﺘﺸﺠﻴﻌﻴﺔ:
ﻤﺎ ﻴﻤﻴﺯ ﺍﻷﻓﺭﺍﺩ ﻗﺩﺭﺍﺘﻬﻡ ﻭﺍﺴﺘﻌﺩﺍﺩﻫﻡ ﻝﻠﻌﻤل ،ﺇﺫﻥ ﺘﺨﺘﻠﻑ ﺩﺭﺠﺔ ﻤﺴﺎﻫﻤﺔ ﻜل ﻭﺍﺤﺩ ﻤﻨﻬﻡ ﻓﻲ
ﺍﻝﻌﻤﻠﻴﺔ ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﻤﻥ ﻫﺫﺍ ﺍﻝﻤﻨﻁﻠﻕ ﻨﺹ ﺍﻝﻘﺎﻨﻭﻥ ﻋﻠﻰ ﻤﻨﺢ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻤﻜﺎﻓﺂﺕ ﺘﺸﺠﻴﻌﻴﺔ ﻤﻘﺎﺒل ﻤﺴﺎﻫﻤﺔ
ﺍﻝﻌﺎﻤل ﻓﻲ ﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺝ ﺃﻭ ﺨﻔﺽ ﺍﻝﺘﻜﺎﻝﻴﻑ ،ﺇﻝﻰ ﺠﺎﻨﺏ ﻫﺫﺍ ﻓﻬﻲ ﺘﻤﻨﺢ ﻷﻭﻝﺌﻙ ﺍﻝﺫﻴﻥ ﻴﻌﺩﻭﻥ ﺍﻝﺒﺤﻭﺙ
ﻭﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﻬﺎﺩﻓﺔ ﺇﻝﻰ ﺘﺤﺴﻴﻥ ﺍﻹﻨﺘﺎﺝ ﺃﻭ ﺍﺒﺘﻜﺎﺭ ﺃﻨﻭﺍﻉ ﺠﺩﻴﺩﺓ ﻤﻨﻪ).(3
ﺇﻥ ﺍﻷﻤﺭ ﺍﻝﻤﺘﻔﻕ ﻋﻠﻴﻪ ﺃﻥ ﻴﺘﻡ ﻤﻨﺢ ﺘﻠﻙ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﺘﺸﺠﻴﻌﻴﺔ ﺒﻤﺎ ﻴﺘﻼﺀﻡ ﻤﻊ ﻭﻀﻊ ﺍﻝﻤﺅﺴﺴﺔ ﺃﻱ
)-(1ﺠﻭﺭﺝ ﻓﺭﻴﺩﻤﺎﻥ ﺒﻴﺎﺭ ﻨﺎﻓﻴل ،ﺭﺴﺎﻝﺔ ﻓﻲ ﺴﻭﺴﻴﻭﻝﻭﺠﻴﺎ ﺍﻝﻌﻤل ،ﺘﺭﺠﻤﺔ :ﺤﺴﻴﻥ ﺤﻴﺩﺭ ،ﻁ ،1ﻤﻨﺸﻭﺭﺍﺕ ﻋﻭﻴﺩﺍﺕ ﺩﻴﻭﺍﻥ
ﺍﻝﻤﻁﺒﻭﻋﺎﺕ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻝﺠﺯﺍﺌﺭ ،ﺝ ،1985 ،2ﺹ.192:
) -(2ﺃﺤﻤﺩ ﻋﺎﺩل ﺭﺍﺸﺩ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.315 :
) -(3ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.317 ،316:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻭﺘﻌﺩ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﺘﺸﺠﻴﻌﻴﺔ ﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﺃﻜﺜﺭ ﺍﻝﻌﻭﺍﻤل ﺇﺜﺎﺭﺓ ﻝﺩﻭﺍﻓﻊ ﺍﻷﻓﺭﺍﺩ ﻓﺯﻴﺎﺩﺓ ﻨﺸﺎﻁﻬﻡ ﻭﻤﻥ
ﺜﻤﺔ ﺭﻀﺎﻫﻡ ﻋﻥ ﻋﻤﻠﻬﻡ ،ﻭﻨﺭﺠﻊ ﺍﻝﺴﺒﺏ ﻓﻲ ﺫﻝﻙ ﺇﻝﻰ ﺍﻝﻤﺯﺍﻴﺎ ﺍﻝﺘﺎﻝﻴﺔ:
-ﺍﻝﻤﻜﺎﻓﺄﺓ ﻤﺒﺎﺸﺭﺓ :ﻓﻬﻲ ﻤﺭﺘﺒﻁﺔ ﺒﺎﻷﺩﺍﺀ ﻭﺍﻹﻨﺘﺎﺝ ﻤﺒﺎﺸﺭﺓ ) ﺃﻱ ﺃﻨﻬﺎ ﻻ ﺘﻔﻘﺩ ﻓﺎﻋﻠﻴﺘﻬﺎ ﻓﻲ ﺇﺤﺩﺍﺙ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ(.
-ﺍﻝﻤﻜﺎﻓﺄﺓ ﺘﺘﻔﻕ ﻤﻊ ﺭﻏﺒﺔ ﺍﻝﻔﺭﺩ ﻓﻲ ﺯﻴﺎﺩﺓ ﺩﺨﻠﻪ ﺒﺯﻴﺎﺩﺓ ﺇﻨﺘﺎﺠﻴﺘﻪ ﺃﻭ ﺍﺨﺘﺭﺍﻋﻪ .
-4-1ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ:
ﺇﻥ ﻨﻅﺎﻡ ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ ﻤﻔﻬﻭﻡ ﻝﻴﺱ ﺒﺎﻝﺤﺩﻴﺙ ﻓﻘﺩ ﺒﺩﺃ ﻓﻲ ﺃﻤﺭﻴﻜﺎ ﺃﻭﺍﺨﺭ ﺍﻝﻘﺭﻥ ﺍﻝﺜﺎﻤﻥ
ﻋﺸﺭ ،ﻭﻓﻲ ﺃﻭﺍﺴﻁ ﺍﻝﻘﺭﻥ ﺍﻝﺘﺎﺴﻊ ﻋﺸﺭ ﺒﺩﺃ ﻓﻲ ﻜل ﻤﻥ ﺃﻨﺠﻠﺘﺭﺍ ﻭﻓﺭﻨﺴﺎ ،ﻭﺘﺸﻤل ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ
ﺘﻠﻙ ﺍﻝﻨﺴﺒﺔ ﺍﻝﻤﻘﺘﻁﻌﺔ ﻤﻥ ﺃﺭﺒﺎﺡ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻴﺘﻡ ﺘﻭﺯﻴﻌﻬﺎ ﻋﻠﻰ ﺍﻝﻌﺎﻤﻠﻴﻥ).(1
ﺇﻥ ﺇﺸﺭﺍﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺃﺭﺒﺎﺡ ﺍﻝﻤﺅﺴﺴﺔ ﻤﻥ ﺒﻴﻥ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﺘﻲ ﺘﺩﻓﻌﻬﻡ ﺇﻝﻰ ﺯﻴﺎﺩﺓ ﺇﻨﺘﺎﺠﻬﻡ ﻜﻭﻥ
ﺫﻝﻙ ﻤﺭﺠﻌﺎ ﻝﺤﺼﻭﻝﻬﻡ ﻋﻠﻰ ﻨﺼﻴﺏ ﺃﻜﺒﺭ ﻤﻥ ﺍﻷﺭﺒﺎﺡ.
ﻭﺒﺤﻜﻡ ﺃﻥ ﺍﻷﺭﺒﺎﺡ ﺍﻝﺘﻲ ﺘﺤﻘﻘﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﺘﺘﻡ ﻓﻲ ﻨﻬﺎﻴﺔ ﻓﺘﺭﺓ ﺍﻷﻋﻤﺎل ،ﻓﺩﻓﻊ ﻫﺫﻩ ﺍﻝﺯﻴﺎﺩﺍﺕ
ﻝﻠﻌﻤﺎل ﻴﺘﻡ ﻓﻲ ﻨﻬﺎﻴﺔ ﻜل ﻋﺎﻡ ،ﻓﺒﺎﻝﺭﻏﻡ ﻤﻥ ﻁﻭل ﺍﻝﻔﺘﺭﺓ ﺍﻝﺯﻤﻨﻴﺔ ﺒﻴﻥ ﺍﻝﺠﻬﺩ ﻭﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺍﻷﺭﺒﺎﺡ
ﺘﺒﻘﻰ ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ ﻝﻬﺎ ﺘﺄﺜﻴﺭﻫﺎ ﺍﻝﺨﺎﺹ ﻓﻲ ﺇﺤﺩﺍﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﺎﻤﻠﻴﻥ.
-5-1ﺍﻝﺘﺭﻗﻴﺔ:
ﺘﻌﺩ ﺍﻝﺘﺭﻗﻴﺔ ﺃﺤﺩ ﺃﻫﻡ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺤﻔﺯﺓ ﻝﻠﻌﺎﻤل ،ﻓﺒﺈﺘﺎﺤﺔ ﻫﺫﻩ ﺍﻝﻔﺭﺼﺔ ﻴﺘﻡ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺕ ﺍﻷﻓﺭﺍﺩ
ﺒﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ ،ﻓﻜل ﻋﺎﻤل ﻴﻁﻤﺢ ﻝﺸﻐل ﻤﻨﺼﺏ ﺃﻋﻠﻰ ﺃﻭ ﺃﻋﻤﺎل ﺃﻓﻀل ﺨﻼل ﺤﻴﺎﺘﻪ ﺍﻝﻭﻅﻴﻔﻴﺔ ،ﻭﻤﻥ
ﺯﺍﻭﻴﺔ ﻨﻅﺭ ﺍﻝﻤﺅﺴﺴﺔ ﺘﻤﺩﻫﺎ ﺴﻴﺎﺴﺔ ﺍﻝﺘﺭﻗﻴﺔ ﺒﻌﺭﺽ ﻤﺴﺘﻤﺭ ﻤﻥ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ﺍﻝﻤﺩﺭﺒﺔ ﻭﺫﺍﺕ ﺍﻝﺨﺒﺭﺓ.
»ﻭﺘﻌﻨﻲ ﺍﻝﺘﺭﻗﻴﺔ ﻨﻘل ﺍﻝﻌﺎﻤل ﻤﻥ ﻭﻅﻴﻔﺘﻪ ﺍﻝﺤﺎﻝﻴﺔ ﺇﻝﻰ ﻭﻅﻴﻔﺔ ﺃﺨﺭﻯ ﻓﻲ ﻤﺴﺘﻭﻯ ﺘﻨﻅﻴﻤﻲ ﺃﻋﻠﻰ
ﺤﻴﺙ ﻴﺘﺤﻤل ﺸﺎﻏﻠﻬﺎ ﻭﺍﺠﺒﺎﺕ ﻭﻤﺴﺅﻭﻝﻴﺎﺕ ﺃﻀﺨﻡ ﻭﻝﻜﻨﻪ ﻴﺘﻤﺘﻊ ﺒﺸﺭﻭﻁ ﻋﻤل ﺃﻓﻀل ﻜﺯﻴﺎﺩﺓ ﺍﻷﺠﺭ
ﻭﺍﺭﺘﻔﺎﻉ ﻤﺭﻜﺯﻩ ﺒﺼﻔﺔ ﻋﺎﻤﺔ«).(1
ﻭﺘﻤﺜل ﻜﺫﻝﻙ ﺍﻨﺘﻘﺎل ﺍﻝﻌﺎﻤﻠﻴﻥ ﺇﻝﻰ ﻭﻅﺎﺌﻑ ﺃﻓﻀل ﺃﻱ ﺫﺍﺕ ﻤﺴﺅﻭﻝﻴﺎﺕ ﺃﻜﺒﺭ ﺘﺤﺘﺎﺝ ﺒﺩﻭﺭﻫﺎ
ﻝﻤﻬﺎﺭﺍﺕ ﻭﻜﻔﺎﺀﺍﺕ ﺃﻜﺜﺭ ﻜﻔﻴﻠﺔ ﺒﺘﺤﻤل ﺍﻷﺩﻭﺍﺭ ﺍﻝﺠﺩﻴﺩﺓ ،ﻭﻴﺼﺎﺤﺒﻬﺎ ﻓﻲ ﺫﻝﻙ ﺯﻴﺎﺩﺓ ﻓﻲ ﺍﻷﺠﻭﺭ
ﻭﻤﻠﺤﻘﺎﺘﻪ).(2
ﺇﻝﻰ ﺠﺎﻨﺏ ﺫﻝﻙ ﻋﺭﻓﺕ ﺒﺄﻨﻬﺎ»:ﻨﻘل ﺍﻝﻔﺭﺩ ﻤﻥ ﻤﻭﻀﻊ ﻭﻅﻴﻔﻲ ﺫﻭ ﻤﺴﺅﻭﻝﻴﺎﺕ ﻭﻤﻬﺎﻡ ﺃﻗل ﺇﻝﻰ
ﻤﻭﻀﻊ ﻭﻅﻴﻔﻲ ﺫﻭ ﻤﺴﺅﻭﻝﻴﺎﺕ ﻭﻭﺍﺠﺒﺎﺕ ﺃﻜﺒﺭ ﻭﺒﻨﻔﺱ ﺍﻝﻭﻗﺕ ﺫﻭ ﻤﺭﻜﺯ ﺍﺠﺘﻤﺎﻋﻲ ﻭﺭﺴﻤﻲ ﺃﻫﻡ ﻭﻤﺭﺩﻭﺩ
ﻤﺎﻝﻲ ﺃﻜﺒﺭ«).(3
ﻭﺒﻬﺫﺍ ﺘﻜﻭﻥ ﺍﻝﺘﺭﻗﻴﺔ ﻤﺭﺤﻠﺔ ﺍﻨﺘﻘﺎﻝﻴﺔ ﻤﻥ ﻭﻅﻴﻔﺔ ﺒﻤﺴﺅﻭﻝﻴﺎﺕ ﻭﻭﺍﺠﺒﺎﺕ ﺃﻗل ﺇﻝﻰ ﺍﻝﻭﻅﻴﻔﺔ ﺍﻝﺜﺎﻨﻴﺔ
ﺍﻝﺘﻲ ﺘﺯﻴﺩ ﻓﻴﻬﺎ ﺍﻝﻤﺴﺅﻭﻝﻴﺎﺕ ،ﻭﻴﻜﻭﻥ ﺫﻝﻙ ﻤﺼﺤﻭﺒﺎ ﺒﻤﺭﺩﻭﺩ ﻤﺎﻝﻲ ﻴﺘﻭﺍﺯﻥ ﻭﺤﺠﻡ ﺍﻝﻤﺴﺅﻭﻝﻴﺎﺕ ﺍﻝﺠﺩﻴﺩﺓ.
ﻤﻤﺎ ﺘﻡ ﺘﻘﺩﻴﻤﻪ ﻨﺠﺩ ﺃﻥ ﺍﻝﺘﺭﻗﻴﺔ ﻤﻘﺘﺭﻨﺔ ﺒﺯﻴﺎﺩﺓ ﺍﻝﻭﺍﺠﺒﺎﺕ ﻭﺍﻝﻤﺴﺅﻭﻝﻴﺎﺕ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺴﺘﺩﻋﻰ
ﺘﻭﻓﺭ ﻜﻔﺎﺀﺓ ﻭﻤﻬﺎﺭﺓ ﻝﺘﺤﻤل ﺒﺤﻕ ﻤﺎ ﻴﻜﻠﻑ ﺒﻪ ﺍﻝﻌﺎﻤل ﺍﻝﻤﺭﻗﻰ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻓﺈﻥ ﺯﻴﺎﺩﺓ ﺍﻝﻤﻬﺎﻡ ﻗﺩ
ﻴﺠﻌل ﻤﻥ ﻋﻤﻠﻴﺔ ﺍﻝﺘﺭﻗﻴﺔ ﺃﻤﺭ ﻏﻴﺭ ﻤﺤﺒﺫ ﻝﻠﻌﺎﻤﻠﻴﻥ ﻫﺫﺍ ﻤﺎ ﻴﻌﻜﺱ ﻝﻨﺎ ﻤﺼﺎﺤﺒﺔ ﺍﻝﺤﺎﻓﺯ ﺍﻝﻤﺎﺩﻱ ﻝﺘﻠﻙ
ﻻ ﺃﻥ ﻫﺫﺍ ﻻ ﻴﻌﻨﻲ ﻀﺭﻭﺭﺓ ﺇﻝﺤﺎﻕ ﺍﻝﺘﺭﻗﻴﺔ ﺒﺯﻴﺎﺩﺓ ﻓﻲ ﺍﻷﺠﺭ »ﻓﺎﻝﻔﻬﻡ ﺍﻝﻌﻠﻤﻲ ﺍﻝﺩﻗﻴﻕ ﻴﺸﻴﺭ
ﺍﻝﺴﻴﺎﺴﺔ ،ﺇ ﹼ
ﺇﻝﻰ ﺃﻥ ﺍﻝﺘﺭﻗﻴﺔ ﻴﻤﻜﻥ ﺃﻥ ﺘﺘﻡ ﺩﻭﻥ ﺯﻴﺎﺩﺓ ﻓﻲ ﺍﻷﺠﺭ«) ،(4ﻭﺘﻜﻭﻥ ﻤﺯﺩﻭﺠﺔ ﺍﻝﺘﺄﺜﻴﺭ ﺇﻤﺎ ﻤﺎﺩﻴﺎ ﺃﻭ ﻤﻌﻨﻭﻴﺎ
ﺃﻭ ﻜﻼﻫﻤﺎ ﻤﻌﺎ.
ﺇﻥ ﺍﻝﻌﺎﻤل ﺍﻝﻤﺤﺩﺩ ﻷﺜﺭ ﺍﻝﺘﺭﻗﻴﺔ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ ﻤﺘﻭﻗﻑ ﻋﻠﻰ ﻁﻤﻭﺡ ﻭﺘﻭﻗﻌﺎﺕ
ﻼ
ﺍﻝﻔﺭﺩ ﻋﻥ ﻓﺭﺹ ﺍﻝﺘﺭﻗﻴﺔ ،ﻓﻜﻠﻤﺎ ﻜﺎﻥ ﻁﻤﻭﺡ ﺍﻝﻔﺭﺩ ﺃﻭ ﺘﻭﻗﻌﺎﺕ ﺍﻝﺘﺭﻗﻴﺔ ﻝﺩﻴﻪ ﺃﻜﺒﺭ ﻤﻤﺎ ﻫﻭ ﻤﺘﻭﻓﺭ ﻓﻌ ﹰ
ﻼ ﻜﻠﻤﺎ ﺯﺍﺩ ﺭﻀﺎﻩ
ﻜﻠﻤﺎ ﻗل ﺭﻀﺎﻩ ﻋﻥ ﺍﻝﻌﻤل ،ﻭﻜﻠﻤﺎ ﻜﺎﻥ ﻁﻤﻭﺡ ﺍﻝﺘﺭﻗﻴﺔ ﻝﺩﻴﻪ ﺃﻗل ﻤﻤﺎ ﻫﻭ ﻤﺘﺎﺡ ﻓﻌ ﹰ
)-(1ﻤﺤﻤﺩ ﺃﻨﻴﺱ ﻗﺎﺴﻡ ﺠﻌﻔﺭ ،ﻨﻅﻡ ﺍﻝﺘﺭﻗﻴﺔ ﻓﻲ ﺍﻝﻭﻅﻴﻔﺔ ﺍﻝﻌﺎﻤﺔ ﻭﺃﺜﺭﻫﺎ ﻓﻲ ﻓﺎﻋﻠﻴﺔ ﺍﻹﺩﺍﺭﺓ ،ﺩﺍﺭ ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ
،1973ﺹ.22:
)-(2ﻤﺼﻁﻔﻲ ﻤﺼﻁﻔﻲ ﻜﺎﻤل ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.357:
)-(3ﺼﺎﺤﺏ ﺃﺒﻭ ﺤﻤﺩ ﺁل ﻋﻠﻲ ،ﺴﻨﺎﻥ ﻜﺎﻅﻡ ﺍﻝﻤﻭﺴﻭﻱ ،ﺍﻹﺩﺍﺭﺓ ،ﻝﻤﺤﺎﺕ ﻤﻌﺎﺼﺭﺓ ،ﻁ ،1ﻤﺅﺴﺴﺔ ﺍﻝﻭﺭﺍﻕ ﻝﻠﻨﺸﺭ
ﻭﺍﻝﺘﻭﺯﻴﻊ ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ ،2001 ،ﺹ.297:
)-(4ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.297:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻭﻴﺘﻭﻗﻑ ﺘﻘﺩﻴﻡ ﺍﻝﺨﺩﻤﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻋﻠﻰ ﻋﺩﺓ ﻋﻭﺍﻤل ﻤﻨﻬﺎ ﺤﺠﻡ ﺍﻝﻤﺅﺴﺴﺔ ،ﻨﺸﺎﻁﻬﺎ،ﻋﺩﺩ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﻬﺎ ،ﺜﻘﺎﻓﺘﻬﻡ ،ﻗﻴﻤﻬﻡ ،ﺩﻭﺍﻓﻌﻬﻡ ،ﻭﻜﺫﺍ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺨﺎﺭﺠﻴﺔ ﺍﻝﻤﺤﻴﻁﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻌﺎﻤل ﻋﻠﻰ ﺤﺩ
ﺴﻭﺍﺀ ،ﻭﺘﻬﺩﻑ ﺍﻝﺨﺩﻤﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺇﻝﻰ ﺘﺤﺴﻴﻥ ﺤﺎﻝﺔ ﺍﻝﻌﻤﺎل ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﻝﺫﺍ ﻓﻤﻥ ﺍﻝﻀﺭﻭﺭﻱ ﺃﻥ ﻴﻘﻭﻡ
ﺒﻬﺎ ﺼﺎﺤﺏ ﺍﻝﻌﻤل ﻤﻥ ﺘﻠﻘﺎﺀ ﻨﻔﺴﻪ ،ﺩﻭﻥ ﺃﻥ ﺘﺨﻀﻌﻪ ﺍﻝﻨﺼﻭﺹ ﺃﻭ ﺍﻝﻤﻭﺍﺩ ﺍﻝﻘﺎﻨﻭﻨﻴﺔ ﺒﺫﻝﻙ ،ﻭﻤﻬﻤﺎ ﻜﺎﻥ
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.176:
)-(2ﺍﻝﻘﺎﻨﻭﻥ ﺍﻷﺴﺎﺴﻲ ﺍﻝﻌﺎﻡ ﻝﻠﻌﺎﻤل ،ﺭﻗﻡ ،12-78ﻤﺅﺭﺥ ﻓﻲ 5ﺃﻭﺕ ،1987ﺹ.57:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺍﻝﺒﺎﻋﺙ ﻋﻠﻰ ﺘﻘﺩﻴﻡ ﺍﻝﺨﺩﻤﺔ ﻤﺎﺩﻴﺎ ﺃﻭ ﺍﺠﺘﻤﺎﻋﻴﺎ ﻜﺎﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻜﺘﺴﺎﺏ ﺜﻘﺔ ﺍﻝﻌﺎﻤل ﻭﺍﻻﺤﺘﻔﺎﻅ ﺒﻪ ﻜﻌﻨﺼﺭ
ﻓﻌﺎل ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻓﺎﻝﻨﺘﻴﺠﺔ ﺍﻝﻨﻬﺎﺌﻴﺔ ﻭﺍﺤﺩﺓ ،ﺃﻻ ﻭﻫﻲ ﺘﺭﻗﻴﺔ ﻤﺴﺘﻭﻯ ﻤﻌﻴﺸﺘﻪ ﻭﺍﺯﺩﻴﺎﺩ ﺇﻨﺘﺎﺠﻴﺘﻪ ،ﺍﻷﻤﺭ
ﺍﻝﺫﻱ ﻴﺅﺩﻱ ﺤﺘﻤﺎ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﻤﻥ ﺒﻴﻥ ﺍﻝﺨﺩﻤﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻨﺒﺭﺯ ﻤﺎ ﻴﻠﻲ:
-1-2ﺨﺩﻤﺎﺕ ﺍﻝﺘﻐﺫﻴﺔ:
ﺘﻌﺘﺒﺭ ﺍﻝﺘﻐﺫﻴﺔ ﺃﻫﻡ ﻋﻨﺼﺭ ﻴﻤﺩ ﺍﻝﻌﺎﻤل ﺒﺎﻝﻁﺎﻗﺔ ﺍﻝﻼﺯﻤﺔ ﻝﻤﻤﺎﺭﺴﺔ ﻨﺸﺎﻁﻪ ﺒﻜل ﻓﻌﺎﻝﻴﺔ ،ﻭﻨﻅﺭﺍ
ﻷﻫﻤﻴﺔ ﻫﺫﺍ ﺍﻝﻌﺎﻤل ﺍﻝﺫﻱ ﻨﻌﺘﺒﺭﻩ ﺤﻴﻭﻱ ﻴﺠﺏ ﺃﻥ ﻴﻘﻭﻡ ﺒﻪ ﺼﺎﺤﺏ ﺍﻝﻌﻤل ﻤﻥ ﺘﻠﻘﺎﺀ ﻨﻔﺴﻪ ﺩﻭﻥ ﺃﻥ ﺘﻠﺯﻤﻪ
ﺍﻝﻨﺼﻭﺹ ﺃﻭ ﺍﻝﻤﻭﺍﺩ ﺍﻝﻘﺎﻨﻭﻨﻴﺔ ،ﻭﻤﻥ ﺒﻴﻥ ﺍﻝﺸﺭﻭﻁ ﺍﻝﺘﻲ ﻴﺠﺏ ﺘﻭﻓﺭﻫﺎ ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﻨﺫﻜﺭ:
-ﻀﺭﻭﺭﺓ ﺘﻭﻓﺭ ﺍﻝﻐﺫﺍﺀ ﺍﻝﻜﺎﻤل ﺍﻝﻤﺘﻭﺍﺯﻥ ﺃﻱ ﻭﺠﺒﺔ ﻏﺫﺍﺌﻴﺔ ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﻤﺨﺘﻠﻑ ﺍﻝﻌﻨﺎﺼﺭ ﺍﻝﻤﻐﺫﻴﺔ ﻝﻠﺒﺩﻥ.
ﻗﺭﺒﻬﺎ ﻤﻥ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﺍﻗﺘﺼﺎ ﺩﺍ ﻝﻠﻭﻗﺕ ﻭﺭﺍﺤﺔ ﻝﻠﺒﺩﻥ.
-ﺘﻭﻓﻴﺭ ﺍﻝﻭﺠﺒﺎﺕ ﺍﻝﻐﺫﺍﺌﻴﺔ ﺒﺄﺴﻌﺎﺭ ﻤﺸﺠﻌﺔ ﺤﺘﻰ ﻴﺘﻤﻜﻥ ﻤﺨﺘﻠﻑ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻤﻥ ﺍﻗﺘﻨﺎﺌﻬﺎ.
-ﺤﺘﻤﻴﺔ ﺘﻭﻓﺭ ﻨﻅﺎﻓﺔ ﺍﻝﻤﻜﺎﻥ ﺍﻝﺫﻱ ﻴﺸﺠﻊ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻋﻠﻰ ﺘﻨﺎﻭل ﻏﺫﺍﺀﻫﻡ ﺒﻜل ﺍﺭﺘﻴﺎﺡ ،ﻜل ﻫﺫﺍ ﻭﻏﻴﺭﻩ ﻤﻥ
ﺍﻝﺸﺭﻭﻁ ﺘﺤﺩﺙ ﺭﻀﺎ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻭﺘﺸﺠﻌﻬﻡ ﻋﻠﻰ ﺍﻝﺒﻘﺎﺀ ﻭﺍﻻﻨﺘﻤﺎﺀ ﻝﻠﻤﺅﺴﺴﺔ.
-2-2ﺍﻝﺨﺩﻤﺎﺕ ﺍﻝﺼﺤﻴﺔ:
ﺃﻫﻡ ﻤﺎ ﻴﻔﻜﺭ ﻓﻴﻪ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺃﻥ ﻴﻤﺎﺭﺱ ﻨﺸﺎﻁﻪ ﻭﻫﻭ ﻓﻲ ﻜﺎﻤل ﻗﻭﺍﻩ ﺍﻝﻌﻘﻠﻴﺔ ﻭﺍﻝﺠﺴﺩﻴﺔ ﺃﻱ ﻻ
ﻀﻐﻭﻁﺎﺕ ﻭﻻ ﺃﻤﺭﺍﺽ ﺘﺅﺜﺭ ﻋﻠﻰ ﺠﻬﺩﻩ ،ﻓﺎﻫﺘﻤﺎﻡ ﺍﻹﺩﺍﺭﺓ ﺒﺼﺤﺔ ﻋﺎﻤﻠﻴﻬﺎ ﻝﻬﺎ ﻭﺯﻥ ﻜﺒﻴﺭ ،ﺇﺫ ﺘﺤﺩﺙ
ﺭﻀﺎﻫﻡ ﻭﺘﺒﻌﺙ ﻓﻲ ﻨﻔﻭﺴﻬﻡ ﺍﻻﺭﺘﻴﺎﺡ ﻭﺍﻝﺴﻜﻴﻨﺔ ﻓﺘﻀﻤﻥ ﺍﻷﺩﺍﺀ ﺍﻝﺠﻴﺩ ،ﻭﻓﻲ ﻫﺫﺍ ﺍﻝﺴﻴﺎﻕ ﻴﺫﻜﺭ ﻤﺎﻙ ﻨﻴل
» Make Nillﺃﻥ ﺍﻝﻌﺩﻴﺩ ﻤﻥ ﺍﻷﺸﺨﺎﺹ ﻻ ﻴﻌﻤﻠﻭﻥ ،ﻻ ﻷﻨﻬﻡ ﻴﺭﻓﻀﻭﻥ ﺍﻝﻌﻤل ﻭﻝﻜﻨﻬﻡ ﻻ ﻴﺭﻴﺩﻭﻥ
ﻼ ﻻ ﻴﺴﺘﺠﻴﺏ ﻝﺼﺤﺘﻬﻡ ،...ﻓﺤﻤﺎﻴﺔ ﺼﺤﺔ ﺍﻝﻌﻤﺎل ﺍﻝﺠﺴﺩﻴﺔ ﻻ ﻴﻤﻜﻥ ﻓﺼﻠﻬﺎ ﻋﻥ ﺴﻠﻭﻜﻬﻡ
ﻋﻤ ﹰ
ﻭﺃﺩﺍﺌﻬﻡ«) ،(1ﺒﻬﺫﺍ ﻴﻜﻭﻥ ﺭﻀﺎ ﺍﻝﻌﺎﻤل ﻋﻥ ﻋﻤﻠﻪ ﻭﻓﻌﺎﻝﻴﺔ ﺃﺩﺍﺌﻪ ﻤﻘﺘﺭﻨﺔ ﺒﺼﺤﺘﻪ ﻭﺴﻼﻤﺘﻪ ﺍﻝﻤﻬﻨﻴﺔ
ﻓﺒﺘﻭﻓﻴﺭ ﺍﻝﻤﺤﻴﻁ ﺍﻝﺼﺤﻲ ،ﻴﺘﻭﺠﻪ ﺍﻝﻔﺭﺩ ﺒﺴﻠﻭﻜﻪ ﻨﺤﻭ ﺃﺩﺍﺀ ﻤﺭﻏﻭﺏ ﻓﻴﻪ ،ﻭﻨﺸﻴﺭ ﺇﻝﻰ ﺃﻥ ﺍﻝﻤﺤﻴﻁ ﺍﻝﺼﺤﻲ
ﻴﺸﺘﻤل ﻋﻠﻰ ﻤﺠﻤﻭﻋﺔ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺼﺤﺔ ﺍﻝﻌﺎﻤل ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﺠﺴﺩﻴﺔ ،ﻋﻘﻠﻴﺔ ،ﻨﻔﺴﻴﺔ
ﻓﺎﻝﻀﻐﻭﻁﺎﺕ ﺍﻝﻤﺘﻜﺭﺭﺓ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﺴﻭﺍﺀ ﻤﻥ ﺍﻝﺯﻤﻼﺀ ﺃﻭ ﺍﻝﻤﺸﺭﻑ ﻴﻨﺠﻡ ﻋﻨﻬﺎ ﺍﻀﻁﺭﺍﺒﺎﺕ ﻨﻔﺴﻴﺔ ﺘﺅﺜﺭ
ﺒﺸﻜل ﺃﻭ ﺒﺂﺨﺭ ﻋﻠﻰ ﺴﻠﻭﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﻭﻋﻠﻴﻪ ﻓﺒﺘﺩﺍﺭﻙ ﻤﺨﺘﻠﻑ ﺍﻝﻀﻐﻭﻁﺎﺕ ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺼﺤﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﺘﺘﻴﺢ
ﻤﺠﺎل ﺍﻻﺭﺘﻴﺎﺡ ﻭﺍﻝﺴﻜﻴﻨﺔ ﻓﺎﻝﺒﺩل ﻭﺍﻝﻌﻁﺎﺀ ،ﻓﻔﻲ ﺫﻝﻙ ﺘﻘﺭ ﺃﻏﻠﺏ ﺘﺸﺭﻴﻌﺎﺕ ﺍﻝﻌﻤل ﺘﻭﻓﻴﺭ ﺍﻝﺭﻋﺎﻴﺔ ﺍﻝﻁﺒﻴﺔ
ﺍﻝﺘﻲ ﻤﻥ ﺸﺄﻨﻬﺎ ﺃﻥ ﺘﺨﻀﻊ ﺍﻝﻌﻤﺎل ﺇﻝﻰ ﻓﺤﻭﺼﺎﺕ ﻁﺒﻴﺔ ﺩﻭﺭﻴﺔ ﺘﻜﺸﻑ ﻋﻥ ﺤﺎﻝﺔ ﻜل ﻋﺎﻤل ،ﻭﻻ ﻴﺘﻭﻗﻑ
)(1
-Make Nill, Productivité et qualité de Vie au travail, Les éditions, Agence d’arc, 1982, P :42.
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺍﻝﺩﻭﺭ ﻋﻨﺩ ﻫﺫﺍ ﺍﻝﺤﺩ ﺒل ﻴﺘﻌﺩﺍﻩ ﻝﻴﺸﻤل ﺤﻤﻼﺕ ﺍﻝﺘﻭﻋﻴﺔ ﻝﻠﻌﺎﻤﻠﻴﻥ ،ﻓﺘﺭﺸﺩﻫﻡ ﺇﻝﻰ ﻜﻴﻔﻴﺔ ﺍﻝﻌﻨﺎﻴﺔ ﺒﺼﺤﺘﻬﻡ
ﻭﺍﻝﻭﻗﺎﻴﺔ ﻤﻥ ﺍﻷﻤﺭﺍﺽ.
-3-2ﺨﺩﻤﺎﺕ ﺍﻝﻨﻘل:
ﺍﻝﻜل ﻴﺴﺎﻴﺭ ﺍﻝﻭﻗﺕ ﻭﻴﺒﺤﺙ ﻋﻥ ﺍﺴﺘﻐﻼﻝﻪ ﺒﺸﻜل ﻴﻀﻤﻥ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻨﻪ ،ﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻫﻤﻴﺔ
ﺍﻝﻨﻘل ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻌﺎﻤل ﻓﺂﺜﺎﺭ ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﻭﺍﻀﺤﺔ ﻓﻲ ﺠﻭﺍﻨﺏ ﻋﺩﺓ ﺃﻭﻝﻬﺎ ﺍﻻﻨﻀﺒﺎﻁ ﻓﻲ ﺃﻭﻗﺎﺕ ﺍﻝﻌﻤل
ﺍﻝﺘﻘﻠﻴل ﻤﻥ ﺍﻝﺘﻌﺏ ﺍﻝﺫﻱ ﻴﺘﺤﻤﻠﻪ ﺍﻝﻌﺎﻤل ﻓﻲ ﺍﻻﻨﺘﻘﺎل ﻤﻥ ﻭﺇﻝﻰ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ،ﻭﺍﻝﺤﻔﺎﻅ ﻋﻠﻰ ﺍﻝﻤﻴﺯﺍﻨﻴﺔ
ﺍﻝﻤﺎﻝﻴﺔ.
ﺇﻥ ﻤﺜل ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﺘﻀﻤﻥ ﺭﺍﺤﺔ ﻭﺭﻓﺎﻫﻴﺔ ﺍﻝﻌﺎﻤل ﻭﻗﺩﺭﺘﻪ ﻋﻠﻰ ﺍﻝﻌﻤل ﺇﺫ ﺘﺠﻨﺒﻪ ﺍﻝﺘﻌﺏ
ﻭﺍﻹﺭﻫﺎﻕ ،ﻭﺒﺎﻝﺘﺎﻝﻲ ﺘﻌﺩ ﺴﺒﺒﺎ ﺭﺌﻴﺴﻴﺎ ﻓﻲ ﻤﻌﺎﻴﺸﺔ ﺍﻹﺠﻬﺎﺩ ﺍﻝﺫﻱ ﻴﺅﺜﺭ ﻋﻠﻰ ﻤﻭﺍﻗﻑ ﺍﻝﻌﻤﺎل ﺘﺠﺎﻩ ﺍﻝﻌﻤل.
ﺇﻥ ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﻝﻤﺎ ﻝﻬﺎ ﻤﻥ ﺃﻫﻤﻴﺔ ﻜﺒﻴﺭﺓ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻔﺭﺩ ﻭﺍﻝﻤﺅﺴﺴﺔ ،ﺘﻔﺴﺭ ﻝﻨﺎ ﺍﻫﺘﻤﺎﻡ ﺴﻭﺴﻴﻭﻝﻭﺠﻴﺎ
ﺍﻝﻌﻤل ﺒﻬﺫﻩ ﺍﻝﺨﺩﻤﺔ ،ﻓﺎﻝﺭﺍﺤﺔ ﺍﻝﻤﻁﻠﻭﺒﺔ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﺠﺎل ﺘﺘﻔﺎﻋل ﻤﻊ ﻫﺩﻑ ﺍﻝﻔﺭﺩ ﻭﻫﺩﻑ ﺍﻝﻤﺅﺴﺴﺔ
ﻓﺎﻷﻫﺩﺍﻑ ﺍﻝﻤﺭﺍﺩ ﺒﻠﻭﻏﻬﺎ ﻴﻌﺘﻤﺩ ﻭﺒﺸﻜل ﻜﺒﻴﺭ ﻋﻠﻰ ﺤﺠﻡ ﻭﻨﻭﻉ ﺍﻝﺨﺩﻤﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻠﻌﻤﺎل
ﻭﺨﺩﻤﺔ ﺍﻝﻨﻘل ﻜﺄﺤﺩ ﺃﻋﻤﺩﺓ ﺘﻠﻙ ﺍﻝﺨﺩﻤﺎﺕ ،ﺘﻭﻓﺭﻫﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻝﻠﺘﻘﻠﻴل ﻤﻥ ﻤﻅﺎﻫﺭ ﺍﻻﺴﺘﻴﺎﺀ ﻭﻤﺤﺎﻭﻝﺔ ﻤﻨﻬﺎ
ﺘﻨﻅﻴﻡ ﻭﺘﻴﺭﺓ ﺍﻝﻌﻤل ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﻌﻜﺱ ﻝﻨﺎ ﺍﻨﺨﻔﺎﺽ ﻤﻌﺩﻻﺕ ﺍﻝﺘﺄﺨﺭ ﻭﺍﻝﻐﻴﺎﺏ ﻓﺘﻀﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ ﺇﻝﻰ
ﺤﺩ ﺒﻌﻴﺩ ﺍﻝﺴﻴﺭ ﺍﻝﺠﻴﺩ ﻝﻠﻌﻤل.
»ﻭﺇﻥ ﻋﺩﻡ ﺘﻭﻓﻴﺭ ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﻴﺴﺒﺏ ﻏﺎﻝﺒﺎ ﺘﺄﺨﻴﺭ ﺍﻝﺘﺤﺎﻕ ﺍﻝﻌﻤﺎل ﺒﻤﻭﺍﻗﻊ ﺃﻋﻤﺎﻝﻬﻡ ﻨﻅﺭﺍ
ﻻﺴﺘﻐﻼﻝﻬﻡ ﻭﺴﺎﺌل ﺍﻝﻨﻘل ﺍﻷﺨﺭﻯ ،ﺘﻐﻴﺏ ﺍﻝﻌﻤﺎل ،ﺯﻴﺎﺩﺓ ﺍﻹﺭﻫﺎﻕ ﻭﺍﻹﺠﻬﺎﺩ ﺍﻝﺒﺩﻨﻲ ﻭﺍﻝﻨﻔﺴﻲ ،ﺒﺴﺒﺏ
ﻀﻐﻭﻁﺎﺕ ﺍﻝﻤﻭﺍﺼﻼﺕ ،ﻭﻴﺘﺤﻤل ﺍﻝﻌﺎﻤل ﺘﻜﺎﻝﻴﻑ ﺍﻝﻨﻘل ﺍﻝﺘﻲ ﺘﺅﺜﺭ ﻋﻠﻰ ﺤﺎﻝﺘﻪ ﺍﻝﻤﺎﻝﻴﺔ«).(1
ﻜﻤﺎ ﺃﺴﻔﺭ ﺍﻝﺘﺤﻘﻴﻕ ﺍﻝﺫﻱ ﺃﺠﺭﺘﻪ ﺒﻌﺽ ﺍﻝﺩﺭﺍﺴﺎﺕ ﻓﻲ ﺒﺎﺭﻴﺱ ﺤﻭل ﻋﺩﺩ ﺍﻝﺴﺎﻋﺎﺕ ﺍﻝﺘﻲ ﻴﻘﻀﻴﻬﺎ
ﺍﻝﻌﺎﻤل ﻓﻲ ﺍﻝﺘﻨﻘل ﻤﻥ ﻭﺇﻝﻰ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﻭﺁﺜﺎﺭﻫﺎ ﻋﻠﻰ ﺴﻠﻭﻜﻪ ﻭﺃﺩﺍﺌﻪ ﻋﻠﻰ ﺃﻥ ﻤﻌﺩل ﺍﻝﻭﻗﺕ ﻴﻘﺩﺭ ﺒﺴﺎﻋﺔ
ﻭﺭﺒﻊ ﺴﺎﻋﺔ ﺫﻫﺎﺒﺎ ﻭﺇﻴﺎﺒﺎ ،ﺃﻤﺎ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﺘﻲ ﺨﺼﺕ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻌﻤﺎﻝﻴﺔ ﺒﻌﺩ ﻋﺸﺭﻴﻥ ﺴﻨﺔ ﺃﻭﻀﺤﺕ ﺃﻥ
ﺍﻝﻌﺩﻴﺩ ﻤﻥ ﺍﻝﻌﻤﺎل ﻴﻘﻀﻭﻥ ﺃﻜﺜﺭ ﻤﻥ ﺴﺎﻋﺘﻴﻥ ﻓﻲ ﺘﻨﻘﻼﺘﻬﻡ ،ﻭﻤﻨﻪ ﻭﺠﺩ ﺃﻥ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺍﻝﺫﻱ ﻴﺩﺍﻭﻡ
ﺴﺒﻌﺔ ﺴﺎﻋﺎﺕ ﺇﻝﻰ ﺘﺴﻌﺔ ﺴﺎﻋﺎﺕ ﻓﻲ ﺍﻝﻴﻭﻡ ،ﻭﻴﻘﻀﻲ ﻤﺩﺓ ﻁﻭﻴﻠﺔ ﻓﻲ ﺍﻝﺘﻨﻘل ﻻ ﻴﺒﻕ ﻝﻪ ﻤﻥ ﺍﻝﻭﻗﺕ ﻓﻲ
ﺒﻴﺘﻪ ﺴﻭﻯ ﺍﻝﻘﻠﻴل ﻤﻥ ﺍﻝﺴﺎﻋﺎﺕ ،ﻓﺎﻝﺤﻴﺎﺓ ﺍﻝﻌﺎﺌﻠﻴﺔ ﻝﻠﻌﺎﻤل ﺒﻬﺫﺍ ﺍﻝﺸﻜل ﺘﻠﻐﻰ ﺘﻤﺎﻤﺎ ﻋﻠﻰ ﺤﺩ ﺘﻌﺒﻴﺭ ﺸﻭﻤﺒﺎﺭ
) -(1ﺴﻤﻼﻝﻲ ﻴﺤﻀﻴﺔ ،ﺩﺭﺍﺴﺔ ﺃﺜﺭ ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﻜﻔﺎﻴﺔ ﺍﻹﻨﺘﺎﺠﻴﺔ ﻭﻓﺎﻋﻠﻴﺔ ﻨﻅﻡ ﺍﻝﺭﻗﺎﺒﺔ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ،ﺭﺴﺎﻝﺔ
ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﻤﻌﻬﺩ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺠﺎﻤﻌﺔ ﺍﻝﺠﺯﺍﺌﺭ ،1995 ،ﺹ.74-73:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻓﺨﺩﻤﺔ ﺍﻝﻨﻘل ﺫﺍﺕ ﺘﺄﺜﻴﺭ ﺒﺎﻝﻎ ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻭﺠﺏ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ
ﺍﻹﻝﻤﺎﻡ ﺒﺄﻫﻤﻴﺘﻬﺎ ﻭﺍﻝﻌﻤل ﻋﻠﻰ ﺘﻭﻓﻴﺭﻫﺎ ﻓﻲ ﺤﺩﻭﺩ ﺍﻝﻤﺘﻁﻠﺒﺎﺕ ﻤﻨﻬﺎ ،ﻭﺍﻝﻌﻜﺱ ﻨﺠﺩﻩ ﺤﺎﻝﺔ ﻋﺩﻡ ﺘﻭﻓﻴﺭﻫﺎ
ﻓﺄﻭل ﺘﺄﺜﻴﺭ ﻴﻤﺱ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻭﻗﺩ ﻴﻨﻌﻜﺱ ﻋﻠﻰ ﺼﺤﺘﻬﻡ ﺍﻝﺠﺴﺩﻴﺔ ﻭﺍﻝﻨﻔﺴﻴﺔ ،ﻭﻤﻥ ﺜﻡ ﻴﻅﻬﺭ ﻓﻲ ﺸﻜل ﺃﺩﺍﺀ
ﻤﺘﺩﻨﻲ ﻭﻤﺒﺎﺩﺭﺓ ﻤﺤﺩﻭﺩﺓ.
-4-2ﺍﻝﺨﺩﻤﺎﺕ ﺍﻝﺘﺜﻘﻴﻔﻴﺔ :ﺇﻨﻬﺎ ﺍﻝﺘﻐﺫﻴﺔ ﺍﻝﻔﻜﺭﻴﺔ ،ﺘﻭﻓﺭﻫﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ ﺇﺜﺭ ﻤﺎ ﺘﻌﺩﻩ ﻤﻥ
ﻤﺨﺘﻠﻑ ﺍﻝﻜﺘﺏ ﻭﺍﻝﻤﺠﻼﺕ ﺍﻝﻌﻠﻤﻴﺔ ،ﻴﻘﺘﻨﻴﻬﺎ ﺍﻝﻌﺎﻤل ﻓﻲ ﺃﻭﻗﺎﺕ ﻓﺭﺍﻏﻪ ،ﻜﻤﺎ ﺘﺴﺎﻫﻡ ﺇﻝﻰ ﺤﺩ ﻤﺎ ﻓﻲ ﺘﻭﻓﻴﺭ
ﺍﻝﻨﻔﻘﺎﺕ ﺍﻝﺩﺭﺍﺴﻴﺔ ﻝﻠﻌﺎﻤﻠﻴﻥ ﺍﻝﺭﺍﻏﺒﻴﻥ ﻓﻲ ﺍﻝﺘﺤﺼﻴل ﺍﻝﻌﻠﻤﻲ ،ﻜﻤﺎ ﺘﻭﻓﺭ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻤﺭﺸﺩ ﺍﻻﺠﺘﻤﺎﻋﻲ
ﻝﻴﺘﻜﻔل ﺒﺩﺭﺍﺴﺔ ﻤﺸﺎﻋﺭ ﺍﻝﻌﻤﺎل ﺍﻝﺨﺎﺼﺔ ﻭﻤﺴﺎﻋﺩﺘﻬﻡ ﻤﺎ ﺃﻤﻜﻥ ﻝﻠﺘﻐﻠﺏ ﻋﻠﻴﻬﺎ ،ﻓﻠﺨﺩﻤﺎﺕ ﺍﻝﺘﺜﻘﻴﻔﻴﺔ ﺘﺜﻴﺭ
ﺍﻝﻌﺯﻴﻤﺔ ﻭﺘﺤﺭﺭ ﺍﻝﻨﺸﺎﻁ ﻓﻴﺘﻭﺠﻪ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺇﻝﻰ ﺍﻝﻌﻤل ﺒﻜل ﺠﺩﻴﺔ.
ﻓﺒﺎﻝﺭﻏﻡ ﻤﻥ ﻜﻭﻨﻬﺎ ﺨﺩﻤﺔ ﺒﺴﻴﻁﺔ ﻴﻤﻜﻥ ﻷﻱ ﻤﺅﺴﺴﺔ ﺘﻭﻓﻴﺭﻫﺎ ﺇﻻ ﺃﻥ ﺃﻫﻤﻴﺘﻬﺎ ﺒﺎﻝﻐﺔ ﻓﻲ ﺍﻝﺘﻭﺠﻴﻪ
ﻭﺘﺤﻔﻴﺯ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺇﺫ ﺘﻌﻤل ﻋﻠﻰ ﺘﺤﺭﻴﺭ ﻨﺸﺎﻁ ﺍﻝﻌﻤﺎل ﻤﻥ ﺠﺩﻴﺩ ،ﻓﻤﺜل ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﺒﺈﻤﻜﺎﻨﻬﺎ ﺘﻌﺯﻴﺯ ﺍﻝﻘﻴﻡ
ﺍﻷﺨﻼﻗﻴﺔ ﻭﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭﺍﻝﻔﻜﺭﻴﺔ ﺒﻴﻥ ﺍﻝﻌﻤﺎل ،ﻭﺘﻘﻠل ﻤﻥ ﺩﺭﺠﺔ ﺍﻝﺘﻬﻤﻴﺵ ،ﻓﻤﻥ ﺍﻝﻤﻬﻡ ﺇﺩﺭﺍﻙ ﺍﻝﺩﻭﺭ ﺍﻝﺫﻱ
ﺘﻤﺎﺭﺴﻪ ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ﻭﻤﺩﻯ ﺘﺄﺜﻴﺭﻫﺎ ﻓﻲ ﻋﻼﻗﺎﺕ ﺍﻝﻌﺎﻤل ﻤﻊ ﺯﻤﻼﺌﻪ.
ﺃﻤﺎﻡ ﻜل ﻫﺫﺍ ﻻ ﻴﻤﻜﻨﻨﺎ ﺘﺠﺎﻫل ﺃﻭ ﺍﻝﺘﻘﻠﻴل ﻤﻥ ﺃﻫﻤﻴﺔ ﻫﺫﻩ ﺍﻝﺨﺩﻤﺔ ،ﺒﺎﻋﺘﺒﺎﺭﻫﺎ ﺨﺩﻤﺔ ﺍﺠﺘﻤﺎﻋﻴﺔ
ﻓﻬﻲ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻤﺸﺠﻊ ﻭﺍﻝﻤﺤﻔﺯ ﻝﻠﻌﻤﺎل ،ﺇﻻ ﺃﻥ ﺍﻷﻤﺭ ﻴﺒﻘﻰ ﺼﻌﺏ ﺍﻹﺩﺭﺍﻙ ﺃﻤﺎﻡ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﺎﺩﻴﺔ
ﺍﻝﻤﺘﻨﺎﻤﻴﺔ ﺍﻝﺘﻲ ﻻ ﺘﺯﺍل ﺘﻤﺜل ﺍﻝﺤﺎﺠﺎﺕ ﺍﻷﻗﻭﻯ ﺇﻝﺤﺎﺤﺎ ،ﻤﻤﺎ ﻴﻘﻭﺩﻨﺎ ﺇﻝﻰ ﺍﻝﻘﻭل ﺃﻥ ﺨﺩﻤﺎﺕ ﺍﻝﺘﺜﻘﻴﻑ ﺘﺤﺘل
ﺍﻝﻤﺭﺍﺘﺏ ﺍﻝﺩﻨﻴﺎ ﻀﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﺇﻻ ﺃﻨﻪ ﻻ ﺒﺩ ﻤﻥ ﺘﻭﻓﻴﺭﻫﺎ ﻤﺎ -ﺃﻤﻜﻥ ﺫﻝﻙ-
ﻭﻋﺩﻡ ﺘﺠﺎﻝﻬﺎ ﻨﻬﺎﺌﻴﺎ ،ﻨﻅﺭﺍ ﻝﺘﺄﺜﻴﺭﻫﺎ ﺍﻝﺨﺎﺹ ﻓﻲ ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﺃﻱ ﻤﻭﺭﺩ ﺒﺸﺭﻱ ﻓﻲ
ﺍﻝﻤﺅﺴﺴﺔ.
ﺇﻥ ﺍﻝﻤﺸﺭﻑ ﻭﻤﻥ ﺨﻼل ﻤﻬﻤﺘﻪ ﻴﺅﺜﺭ ﻓﻲ ﺍﻝﺠﻤﺎﻋﺔ ﺒﺤﻜﻡ ﺍﻻﺤﺘﻜﺎﻙ ﺍﻝﻤﺒﺎﺸﺭ ﺒﺄﻋﻀﺎﺌﻬﺎ ،ﻭﻴﻨﻅﺭ
ﺇﻝﻰ ﺃﻥ ﺍﻝﺭﻓﻊ ﻤﻥ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﻠﻌﻤﺎل ﻤﻥ ﺍﻷﻫﺩﺍﻑ ﺍﻝﺘﻲ ﻴﺠﺏ ﺒﻠﻭﻏﻬﺎ ،ﺒﻨﺎﺀ ﻋﻠﻰ ﺫﻝﻙ ﺘﺘﻭﻗﻑ
ﻤﺸﺎﻋﺭ ﻭﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﺠﻤﺎﻋﺔ ﻋﻠﻰ ﻨﻭﻋﻴﺔ ﺍﻝﻤﻌﺎﻤﻠﺔ ﺍﻝﻤﻘﺩﻤﺔ ﻤﻥ ﻤﺸﺭﻓﻬﻡ ،ﻓﺎﻝﻌﻼﻗﺔ ﺍﻝﺘﻲ ﻴﻜﻭﻨﻬﺎ ﺍﻝﻔﺭﺩ ﺒﻴﻥ
ﻤﺨﺘﻠﻑ ﺍﻷﻓﺭﺍﺩ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺘﻨﺸﺊ ﺠﻭﺍ ﺍﺠﺘﻤﺎﻋﻴﺎ ﻴﺴﻬل ﻤﻥ ﻋﻤﻠﻴﺔ ﺍﻻﺘﺼﺎل ،ﻭﻴﺅﺜﺭ ﺫﻝﻙ ﻋﻠﻰ ﺃﺩﺍﺀ
ﺍﻝﻔﺭﺩ.
-1-1ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل:
ﻴﻘﻭل ﺇﻝﺘﻭﻥ ﻤﺎﻴﻭ »ﺍﻹﻨﺴﺎﻥ ﺍﻻﺠﺘﻤﺎﻋﻲ ﺍﻝﻤﺸﻐﻭل ﺒﺸﻜل ﺃﺴﺎﺴﻲ ﺒﻌﻤﻠﻪ ،ﻻ ﻴﺴﺘﻁﻴﻊ ﺍﻝﺘﻌﺒﻴﺭ ﻋﻥ
)(1
ﻨﻔﺴﻪ ﻭﻻ ﻴﻜﻭﻥ ﻗﺎﺩﺭﺍ ﻋﻠﻰ ﺍﻝﻨﻤﻭ ﺇﻻ ﻀﻤﻥ ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻝﺘﻲ ﻴﻤﺎﺭﺱ ﻨﺸﺎﻁﻪ ﺍﻝﻤﻬﻨﻲ ﻓﻲ ﺇﻁﺎﺭﻫﺎ«
ﻓﻌﻠﻰ ﺤﺩ ﻗﻭﻝﻪ ﻨﺠﺩ ﺃﻥ ﺍﻝﻜﺜﻴﺭ ﻤﻥ ﻤﻭﺍﻗﻑ ﺍﻝﻌﻤل ﺘﻠﻌﺏ ﻓﻴﻬﺎ ﺍﻝﺠﻤﺎﻋﺔ ﺩﻭﺭﺍ ﻫﺎﻤﺎ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺃﻥ ﺍﻝﻨﺘﺎﺌﺞ
ﻏﻴﺭ ﺠﻴﺩﺓ ﻤﺭﺩﻫﺎ ﺍﻝﻌﻤل ﺍﻝﺤﻴﺎﺩﻱ ،ﻓﺎﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺒﺈﻤﻜﺎﻨﻪ ﺍﻝﻨﻤﻭ ﻭﺍﻝﺘﻌﺒﻴﺭ ﻋﻥ ﻨﻔﺴﻪ ﻀﻤﻥ ﻓﺭﻴﻕ ﻤﺘﻜﺎﻤل
ﻤﻥ ﺍﻝﻌﻤﺎل.
ﻭﻋﻠﻴﻪ ﻤﺎﺫﺍ ﻨﻘﺼﺩ ﺒﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل؟ ﻭﻤﺎ ﻤﺩﻯ ﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ؟.
ﺘﻌﺭﻑ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺒﺄﻨﻬﺎ »ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻴﻤﺘﻠﻜﻭﻥ ﻤﻬﺎﺭﺍﺕ ﻤﺘﻜﺎﻤﻠﺔ ﻭﻴﻌﻤﻠﻭﻥ ﻤﻊ
ﺒﻌﻀﻬﻡ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﻴﻜﻭﻨﻭﻥ ﻤﺴﺅﻭﻝﻴﻥ ﻋﻥ ﺘﺤﻘﻴﻘﻬﺎ«) ،(2ﻭﺘﻤﺜل ﻜﺫﻝﻙ »ﻋﻤﻠﻴﺔ ﺘﻐﻴﻴﺭ ﻴﻘﻭﻡ ﺍﻷﻋﻀﺎﺀ
ﻤﻥ ﺨﻼﻝﻬﺎ ﺒﺘﺸﺨﻴﺹ ﻜﻴﻔﻴﺔ ﺍﻝﻌﻤل ﺒﻌﻀﻬﻡ ﻤﻊ ﺒﻌﺽ ،ﻭﺍﻝﺘﺨﻁﻴﻁ ﻝﻠﺘﻐﻴﺭﺍﺕ ﺍﻝﺘﻲ ﺘﺅﺩﻱ ﺇﻝﻰ ﺘﺤﺴﻴﻥ
ﺍﻝﻜﻔﺎﺀﺓ«) ،(3ﻨﻼﺤﻅ ﻤﻥ ﺨﻼل ﺍﻝﺘﻌﺭﻴﻔﻴﻥ ﺃﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻀﻤﻥ ﺍﻝﺠﻤﺎﻋﺔ ﻤﺘﻭﺠﻬﻴﻥ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﻤﻌﻴﻨﺔ
ﻭﻤﺸﺘﺭﻜﺔ ،ﻓﻔﻲ ﺫﻝﻙ ﻴﺘﺩﺍﺭﺴﻭﻥ ﻜﻴﻔﻴﺔ ﺍﻝﻌﻤل ﻤﻊ ﺒﻌﻀﻬﻡ ﺍﻝﺒﻌﺽ ﻝﺘﺤﺴﻴﻥ ﺍﻝﻜﻔﺎﺀﺓ ،ﻓﻬﻡ ﻓﻲ ﺘﻌﺎﻭﻥ
ﻤﺴﺘﻤﺭ.
ﺇﻥ ﺍﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺠﻤﺎﻋﺔ ﻓﻲ ﺸﻜل ﻋﻼﻗﺔ ﻗﺎﺌﻤﺔ ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻤﺤﻔﺯﺓ ﻝﺭﻓﻊ ﺃﺩﺍﺀ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺸﻜل ﻋﺎﻡ ،ﻓﺎﻝﺘﻔﺎﻋل ﺍﻝﻤﺴﺘﻤﺭ ﺒﻴﻥ ﺍﻝﻔﺭﺩ ﻭﺯﻤﻼﺌﻪ ﻴﻀﻤﻥ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻻﺭﺘﻴﺎﺡ ﻭﺍﻝﻁﻤﺄﻨﻴﻨﺔ ﻤﺎ ﺩﺍﻡ
ﺍﻝﻬﺩﻑ ﻭﺍﺤﺩ ﻭﺍﻝﺘﻀﺎﻤﻥ ﻤﺤﻘﻕ ،ﻭﻋﻠﻴﻪ ﻨﺸﻴﺭ ﺃﻥ ﺍﻝﺠﻤﺎﻋﺎﺕ ﺍﻝﺘﻲ ﺘﺨﻠﻭ ﻤﻥ ﺍﻝﻨﺯﺍﻋﺎﺕ ﺍﻝﻔﺭﺩﻴﺔ ،ﻨﺠﺩ
ﺍﻝﻌﺎﻤل ﺒﻬﺎ ﺫﺍ ﺃﺩﺍﺀ ﻤﺭﺘﻔﻊ ﻭﺩﺭﺠﺔ ﻋﺎﻝﻴﺔ ﻤﻥ ﺍﻝﺭﻀﺎ ،ﻭﻓﻲ ﺍﻝﻤﻘﺎﺒل ﺴﻴﺘﻭﺘﺭ ﺍﻝﻌﺎﻤل ﺇﺫﺍ ﻤﺎ ﺍﻨﻀﻡ ﺇﻝﻰ
ﺠﻤﺎﻋﺔ ﺘﺴﻭﺩﻫﺎ ﺍﻝﻨﺯﺍﻋﺎﺕ ﻤﻤﺎ ﻴﻌﺭﻗل ﺘﻘﺩﻤﻪ ﻓﻲ ﺍﻷﺩﺍﺀ ﻭﻨﺠﺩﻩ ﻏﻴﺭ ﺭﺍﺽ ﻋﻥ ﻋﻤﻠﻪ ،ﻭﻓﻲ ﺫﻝﻙ ﻴﺫﻜﺭ
ﺃﻨﻪ ﻤﻥ ﺍﻝﻁﺒﻴﻌﻲ ﺃﻥ ﻴﺘﻭﻗﻑ ﺃﺜﺭ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﺭﻀﺎ ،ﻋﻠﻰ ﺍﻝﻔﺭﺹ ﺍﻝﻤﺘﺎﺤﺔ ﻝﻠﻔﺭﺩ ﻝﻠﺘﻔﺎﻋل ﻤﻊ
ﺃﻓﺭﺍﺩ ﺁﺨﺭﻴﻥ ﻓﻲ ﺍﻝﻌﻤل ،ﺃﻤﺎ ﻋﻨﺩﻤﺎ ﺘﻌﻴﻕ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل ﺇﻤﻜﺎﻨﻴﺔ ﺘﻔﺎﻋل ﺍﻝﻔﺭﺩ ﻤﻊ ﺃﻓﺭﺍﺩ ﺁﺨﺭﻴﻥ ،ﻴﻤﺜﻠﻭﻥ
ﻤﺼﺩﺭ ﺇﺸﺒﺎﻉ ﺃﻭ ﺍﺭﺘﻴﺎﺡ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻪ ،ﻓﺈﻥ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻴﻜﻭﻥ ﻤﻨﺨﻔﻀﺎ ﻭﺃﻤﺎ ﻋﻨﺩﻤﺎ ﺘﻴﺴﺭ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل
ﻓﺭﺹ ﺍﻻﺘﺼﺎل ﻭﺍﻝﺘﻔﺎﻋل ﻓﺈﻥ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺴﻴﺭﺘﻔﻊ).(1
ﻭﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﺃﻱ ﻓﺭﺩ ﻋﺎﻤل ﻴﺭﻏﺏ ﻓﻲ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ﺍﻝﻤﺨﺘﻠﻔﺔ ﻭﻋﻠﻴﻪ ﺘﺯﺩﺍﺩ ﺩﺭﺠﺔ
ﺍﺭﺘﺒﺎﻁ ﺍﻝﻔﺭﺩ ﺒﺎﻝﺠﻤﺎﻋﺔ ﻋﻨﺩﻤﺎ ﻴﺤﻘﻕ ﻝﻪ ﺫﻝﻙ ﺍﻻﻨﺘﻤﺎﺀ ﺇﺸﺒﺎﻋﺎ ﻝﺤﺎﺠﺎﺘﻪ ،ﻭﺒﻬﺫﺍ ﻴﺘﻭﻗﻑ ﺃﺜﺭ ﺍﻝﺠﻤﺎﻋﺔ ﻋﻠﻰ
ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻠﻰ ﺩﺭﺠﺔ ﺍﻹﺸﺒﺎﻉ ﺃﻱ ﻋﻠﻰ ﻤﺩﻯ ﻗﻭﺓ ﺤﺎﺠﺎﺘﻪ ﻝﻼﻨﺘﻤﺎﺀ ،ﻓﺎﻝﺠﻤﺎﻋﺔ ﺍﻝﻤﺘﻜﺎﻤﻠﺔ ﺘﻭﻓﺭ ﺍﻝﺠﻭ
ﺍﻝﻤﻼﺌﻡ ﺍﻝﻤﺴﻬﻡ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﺤﺴﻥ ﺍﻷﺩﺍﺀ ،ﻋﻠﻰ ﺍﻝﻌﻜﺱ ﻤﻥ ﺍﻝﺠﻤﺎﻋﺔ ﺍﻝﺘﻲ ﻴﻜﻭﻥ ﻭﻻﺀ ﺃﻓﺭﺍﺩﻫﺎ ﺃﻗل
ﻓﺎﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﺩﻴﻬﻡ ﺘﻜﻭﻥ ﻤﻨﺨﻔﻀﺔ ﻭﻴﻨﻌﻜﺱ ﺫﻝﻙ ﺴﻠﺒﺎ ﻋﻠﻰ ﺃﺩﺍﺌﻬﻡ.
ﺇﻥ ﺘﻤﺎﺴﻙ ﺍﻝﺠﻤﺎﻋﺔ ﻴﻘﺎﺱ ﺒﺩﺭﺠﺔ ﺍﻝﻭﺤﺩﺓ ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ ﻭﻨﺫﻜﺭ ﺒﻌﺽ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺩﻴﺔ
ﺇﻝﻰ ﺘﻤﺎﺴﻙ ﺍﻝﺠﻤﺎﻋﺔ ﻜﻤﺎ ﻴﻠﻲ):(2
ﺤﺠﻡ ﺍﻝﺠﻤﺎﻋﺔ :ﻜﻠﻤﺎ ﺼﻐﺭ ﺤﺠﻡ ﺍﻝﺠﻤﺎﻋﺔ ﺴﻬل ﺫﻝﻙ ﻤﻥ ﻋﻤﻠﻴﺔ ﺍﻻﺘﺼﺎل ﻭﺍﻝﺘﻔﺎﻋل ﺒﻴﻥ ﺃﻋﻀﺎﺀ
ﺍﻝﺠﻤﺎﻋﺔ.
ﺘﺠﺎﻨﺱ ﺍﻷﻋﻀﺎﺀ :ﺇﻥ ﺍﻻﻫﺘﻤﺎﻤﺎﺕ ﻭﺍﻝﻘﺩﺭﺍﺕ ﻭ...ﺍﻝﻤﺸﺘﺭﻜﺔ ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ ﻴﺯﻴﺩ ﻤﻥ ﺩﺭﺠﺔ
ﺍﻝﺘﻔﺎﻋل ﻭﺍﻝﺘﻘﺩﻴﺭ ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ ﻓﺎﻝﻭﻻﺀ ﻝﻬﺎ ﻓﻲ ﻅل ﺭﻀﺎﻫﻡ ﻋﻨﻬﺎ.
ﺍﻻﺘﺼﺎﻻﺕ :ﺇﺫﺍ ﺘﻭﻓﺭﺕ ﺇﻤﻜﺎﻨﻴﺔ ﺍﻻﺘﺼﺎل ﺒﻨﻭﻋﻴﻬﺎ ﺍﻝﺭﺴﻤﻴﺔ ﻭﻏﻴﺭ ﺍﻝﺭﺴﻤﻴﺔ ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ
ﺍﻝﻭﺍﺤﺩﺓ ﻴﺅﺩﻱ ﺇﻝﻰ ﺯﻴﺎﺩﺓ ﺍﻝﺘﻤﺎﺴﻙ ﻭﺍﻝﻭﺤﺩﺓ ﻭﻴﺸﺠﻊ ﺫﻝﻙ ﻋﻠﻰ ﺤﺴﻥ ﺍﻷﺩﺍﺀ.
ﺴﻠﻭﻙ ﺍﻝﻤﺸﺭﻓﻴﻥ :ﻴﺅﺩﻱ ﺴﻠﻭﻙ ﺍﻝﻤﺸﺭﻓﻴﻥ ﺇﻝﻰ ﺯﻴﺎﺩﺓ ﺘﻤﺎﺴﻙ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺃﻭ ﺘﻔﻜﻜﻬﺎ ،ﻓﺈﺫﺍ ﻤﺎ
ﺭﻜﺯ ﺍﻝﻤﺸﺭﻓﻭﻥ ﻋﻠﻰ ﺘﺸﺠﻴﻊ ﺃﻓﺭﺍﺩ ﺍﻝﺠﻤﺎﻋﺔ ﻋﻠﻰ ﺍﻝﺒﺩل ﻭﺍﻝﻌﻁﺎﺀ ﻝﺘﺤﻘﻴﻕ ﺍﻝﻬﺩﻑ ﺍﻝﻤﺸﺘﺭﻙ ﻴﺯﻴﺩﻫﻡ
ﺫﻝﻙ ﺘﻤﺎﺴﻜﺎ ﻭﺭﻀﺎ.
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.149:
)-(2ﺤﻤﺩﻱ ﻓﺅﺍﺩ ﻋﻠﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.213 ،212:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺘﻤﺎﺭﺱ ﺍﻝﺠﻤﺎﻋﺔ ﻨﺸﺎﻁﻬﺎ ﻓﻲ ﻤﺤﻴﻁ ﺘﺴﻭﺩﻩ ﻅﺭﻭﻑ ﻤﻌﻴﻨﺔ ﻨﺠﺩﻫﺎ ﻤﻥ ﺠﻬﺔ ﻤﺘﻌﻠﻘﺔ ﺒﺒﻴﺌﺔ ﺍﻝﻌﻤل
ﻋﻼﻗﺎﺕ ﺍﻝﻌﻤل ،...ﻝﺫﺍ ﻓﺈﻥ ﺘﺤﺩﻴﺩ ﺩﺭﺠﺔ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺃﻭ ﻋﺩﻡ ﺭﻀﺎﻩ ﻋﻥ ﺍﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺠﻤﺎﻋﺔ ﻤﻌﻴﻨﺔ ﻻ
ﻴﺘﻡ ﺒﻤﻌﺯل ﻋﻥ ﻤﻌﺎﻝﺠﺔ ﻤﺩﻯ ﺘﺄﺜﻴﺭ ﺍﻝﻌﻭﺍﻤل ﻭﺍﻝﻅﺭﻭﻑ ﺍﻝﺘﻲ ﺘﻨﺸﻁ ﻓﻴﻬﺎ ﺍﻝﺠﻤﺎﻋﺔ ،ﻓﺠﻤﻠﺔ ﺍﻝﻌﻭﺍﻤل
ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺘﻤﺎﺴﻙ ﺍﻝﺠﻤﺎﻋﺔ ﺘﺅﺜﺭ ﻓﻲ ﻤﺩﻯ ﻭﻻﺀ ﺍﻝﻔﺭﺩ ﻝﻔﺭﻴﻕ ﻋﻤﻠﻪ ،ﻓﺈﺫﺍ ﻜﺎﻥ ﺍﻝﻭﻻﺀ ﻜﺒﻴﺭﺍ ﺠﻌل ﻤﻥ
ﺍﻝﻔﺭﺩ ﺃﻜﺜﺭ ﺘﺠﺎﻨﺴﺎ ﻭﺸﻌﻭﺭﺍ ﺒﺎﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ،ﻤﻤﺎ ﻴﻴﺴﺭ ﺇﻗﺎﻤﺔ ﻋﻼﻗﺎﺕ ﺸﺨﺼﻴﺔ ﻗﻭﻴﺔ ﻭﺘﺒﻨﻲ
ﺴﻠﻭﻜﺎ ﻫﺎﺩﻓﺎ ﻭﻤﺭﻏﻭﺒﺎ ﻓﻴﻪ ،ﻭﻋﻠﻴﻪ ﻴﻤﻜﻨﻨﺎ ﺍﻝﻘﻭل ﺃﻥ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺘﺸﺘﺭﻙ ﻓﻲ ﺍﻝﻨﻘﺎﻁ ﺍﻝﺘﺎﻝﻴﺔ:
-ﺍﻝﻬﺩﻑ ﺍﻝﻤﺭﺍﺩ ﺒﻠﻭﻏﻪ ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺍﻝﻨﺸﺎﻁ ﺍﻝﻤﻤﺎﺭﺱ ﻤﻥ ﻁﺭﻑ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ.
-ﺍﻝﻌﻼﻗﺔ ﺍﻝﻘﺎﺌﻤﺔ ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﻜﻴﻔﻴﺔ ﺍﻝﺘﻔﺎﻋل ﻓﻲ ﺍﻝﺠﻤﺎﻋﺔ.
-ﻤﺨﺘﻠﻑ ﺍﻝﻤﺸﺎﻋﺭ ﺍﻝﺘﻲ ﺘﺘﻜﻭﻥ ﻝﺩﻯ ﺍﻝﺠﻤﺎﻋﺔ ،ﺘﺨﻠﻕ ﺍﻝﺜﻘﺔ ﻭﺍﻻﺤﺘﺭﺍﻡ.
ﻓﺒﺘﻔﺎﻋل ﺍﻝﻌﻨﺎﺼﺭ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﺘﺘﺤﻘﻕ ﺤﺎﻝﺔ ﺍﻝﺘﻭﺍﺯﻥ ﻝﺩﻯ ﺍﻝﺠﻤﺎﻋﺔ ﺍﻝﺫﻱ ﺒﺩﻭﺭﻩ ﻴﺴﺎﻋﺩ ﻋﻠﻰ
ﺍﻝﺭﻀﺎ ﺒﺎﻻﻨﺘﻤﺎﺀ ﻝﻠﺠﻤﺎﻋﺔ ،ﻓﺒﺫل ﺍﻝﺠﻬﺩ ﻭﺭﻓﻊ ﺍﻷﺩﺍﺀ ،ﻭﻨﺠﺩ ﺫﻝﻙ ﻤﺘﺠﺴﺩﺍ ﻓﻲ ﻗﻭل » Worrenﺍﻝﺭﻀﺎ
ﻫﻭ ﺍﺘﺠﺎﻩ ﺃﺴﺎﺴﻪ ﺍﻝﺜﻘﺔ ﻭﺍﻻﺤﺘﺭﺍﻡ ﺒﻴﻥ ﺍﻝﺯﻤﻼﺀ ﻓﻲ ﺍﻝﻌﻤل ،ﻭﺍﻝﺘﻤﺴﻙ ﺒﻤﺜل ﺍﻝﺠﻤﺎﻋﺔ«) ،(1ﻓﺎﻝﻔﺭﺩ ﻭﺒﺤﻜﻡ
ﻁﺒﻴﻌﺘﻪ ﻴﺤﺘﺎﺝ ﺇﻝﻰ ﺍﻝﺜﻘﺔ ﻭﺍﻻﺤﺘﺭﺍﻡ ﻤﻥ ﺃﻓﺭﺍﺩ ﺠﻤﺎﻋﺔ ﻋﻤﻠﻪ ،ﻓﻴﺘﺤﻘﻕ ﺭﻀﺎﻩ ﺒﺎﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺘﻠﻙ ﺍﻝﺠﻤﺎﻋﺔ.
-2-1ﺍﻹﺸﺭﺍﻑ:
ﺇﻥ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻴﺯﺍﻭﻝﻭﻥ ﻭﻅﺎﺌﻔﻬﻡ ﻀﻤﻥ ﺠﻤﺎﻋﺔ ﻤﺨﺘﻠﻔﺔ ﺍﻻﺘﺠﺎﻫﺎﺕ ﻭﺍﻝﻤﻭﺍﻗﻑ
ﺘﺨﻠﻕ ﺍﻗﺘﺭﺍﺤﺎﺕ ﻤﺘﻌﺩﺩﺓ ﻤﻥ ﺸﺄﻨﻬﺎ ﺇﺤﺩﺍﺙ ﺍﻝﻔﻭﻀﻰ ،ﻝﺫﺍ ﺍﺴﺘﺩﻋﻰ ﺍﻷﻤﺭ ﺘﻭﻓﺭ ﺍﻝﻤﺸﺭﻑ ﺍﻝﺫﻱ ﻴﻭﺠﻪ
ﻭﻴﻨﻅﻡ ﻤﺨﺘﻠﻑ ﺍﻷﻤﻭﺭ ﻋﻠﻰ ﻤﺴﺘﻭﺍﻩ ﺍﻹﺸﺭﺍﻓﻲ.
ﻭﻋﻠﻴﻪ ﺘﻌﺩ ﻋﻤﻠﻴﺔ ﺍﻹﺸﺭﺍﻑ ﺃﺤﺩ ﺃﻫﻡ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺘﺤﺩﺩ ﺍﻝﻌﻼﻗﺔ ﺍﻝﻘﺎﺌﻤﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻓﻴﻭﺠﻪ
ﺠﻤﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻝﺘﺘﺤﺭﻙ ﻨﺤﻭ ﺍﻝﻌﻤل ﺍﻝﻤﺭﻏﻭﺏ ﻓﻴﻪ ،ﻭﺍﻹﺸﺭﺍﻑ »ﻫﻭ ﻓﻥ ﺍﻝﻌﻤل ﻤﻊ ﻤﺠﻤﻭﻋﺔ ﻤﻥ
ﺍﻷﻓﺭﺍﺩ ،ﻴﻤﺎﺭﺱ ﺍﻝﻤﺸﺭﻑ ﻋﻠﻴﻬﻡ ﺴﻠﻁﺘﻪ ﺒﻁﺭﻴﻘﺔ ﺘﺤﻘﻕ ﺃﻗﺼﻰ ﻓﺎﻋﻠﻴﺔ ﻓﻲ ﺃﺩﺍﺀ ﺍﻝﻌﻤل«) ،(2ﻭﻜﻭﻨﻪ ﻓﻥ
ﻴﺘﻌﺎﻤل ﻤﻊ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻓﻬﻭ ﺇﺫﻥ ﻴﺤﺘﺎﺝ ﻻﺴﺘﺨﺩﺍﻡ ﻤﺒﺎﺩﺉ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ.
ﻭﻴﻤﺜل ﻜﺫﻝﻙ ﺘﻠﻙ ﺍﻝﺴﻠﻁﺔ ﺍﻝﻤﺨﻭﻝﺔ ﻝﻠﺭﺌﻴﺱ ﺍﻝﺘﻲ ﻋﻠﻰ ﺃﺴﺎﺴﻬﺎ ﻴﻭﺠﻪ ﻭﻴﺭﺸﺩ ﻤﺭﺅﻭﺴﻴﻪ ،ﻓﻲ
ﻅﺭﻭﻑ ﺘﺴﻭﺩﻫﺎ ﻋﻼﻗﺎﺕ ﻁﻴﺒﺔ ﺒﻴﻥ ﻤﺨﺘﻠﻑ ﺍﻷﻁﺭﺍﻑ ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﻋﻤﻠﻴﺔ ﺍﻹﺸﺭﺍﻑ ﻋﺎﻤﺔ ،ﻭﻨﻅﺭﺍ
)-(1ﻜﻤﺎل ﺍﻝﺩﺴﻭﻗﻲ ،ﺩﻴﻨﺎﻤﻴﻜﻴﺔ ﺍﻝﺠﻤﺎﻋﺔ ﻓﻲ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﻭﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻻﺠﺘﻤﺎﻋﻲ ،ﻤﻜﺘﺒﺔ ﺍﻻﻨﺠﻠﻭ ﻤﺼﺭﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ
،1979ﺹ.148:
)-(2ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺩﻴﺎﺏ ﺤﺴﻴﻥ ،ﺍﻷﻋﻤﺩﺓ ﺍﻝﺴﺒﻌﺔ ﻝﻺﺸﺭﺍﻑ ﺍﻝﻔﻌﺎل ،ﻁ ،2ﺴﻠﺴﻠﺔ ﻤﻁﺒﻭﻋﺎﺕ ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻻﺴﺘﺸﺎﺭﻴﺔ ﺍﻝﻌﺭﺒﻴﺔ
ﺍﻝﻘﺎﻫﺭﺓ ،1996 ،ﺹ.9 :
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻝﺘﻌﺩﺩ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻭﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﻭﺍﻝﻬﻴﻜل ﺍﻝﺘﻨﻅﻴﻤﻲ ﺒﺼﻔﺔ ﻤﺠﻤﻠﺔ ﻴﺒﺭﺯ ﻝﻨﺎ ﻤﺎ ﻴﻌﺭﻑ ﺒﻨﻁﺎﻕ ﺍﻹﺸﺭﺍﻑ
)(1
ﺍﻝﺫﻱ ﻴﺸﻴﺭ ﺇﻝﻰ »ﻋﺩﺩ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﺍﻝﺫﻴﻥ ﻴﺴﺘﻁﻴﻊ ﺃﻱ ﻤﺩﻴﺭ ﺃﻭ ﺭﺌﻴﺱ ﺃﻥ ﻴﺘﻌﺎﻤل ﻤﻌﻬﻡ ﺒﻜﻔﺎﺀﺓ«
ﻭﻴﻤﺜل ﻜﺫﻝﻙ »ﻗﺩﺭﺓ ﺍﻝﻤﺸﺭﻑ ﻋﻠﻰ ﺍﻹﺸﺭﺍﻑ ﻋﻠﻰ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ«) ،(2ﻭﻝﻼﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺍﻝﻘﺩﺭﺍﺕ ﺍﻝﻤﺘﺎﺤﺔ
ﻝﻠﻤﺭﺅﻭﺴﻴﻥ ،ﻭﺠﺏ ﺃﻥ ﻴﺘﻡ ﺍﻹﺸﺭﺍﻑ ﻋﻠﻰ ﻋﺩﺩ ﻤﻌﻴﻥ ﻤﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻴﺘﻨﺎﺴﺏ ﻭﻗﺩﺭﺓ ﺍﻝﻤﺸﺭﻑ ﻋﻠﻰ
ﻤﺘﺎﺒﻌﺘﻬﻡ ﻓﻴﻀﻤﻥ ﻨﺘﻴﺠﺔ ﺠﻴﺩﺓ ﻓﻲ ﺍﻝﺘﻭﺠﻴﻪ.
ﺇﻥ ﺍﻷﻤﺭ ﻴﺴﺘﺩﻋﻲ ﺍﻝﺤﺭﺹ ﻋﻠﻰ ﻤﺭﺍﻋﺎﺓ ﻤﺨﺘﻠﻑ ﺍﻝﻌﻭﺍﻤل ﺫﺍﺕ ﺍﻝﺘﺄﺜﻴﺭ ﻓﻲ ﺍﻝﻌﻼﻗﺔ ﺍﻝﺘﻨﻅﻴﻤﻴﺔ
ﻤﻥ ﺒﻴﻨﻬﺎ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل ،ﻁﺒﻴﻌﺔ ﺍﻝﻤﺭﺅﻭﺱ ﻭﻜﺫﺍ ﻁﺒﻴﻌﺔ ﺍﻝﺭﺌﻴﺱ ،ﻭﻋﻠﻴﻪ ﻨﻤﻴﺯ ﺜﻼﺙ ﺃﻨﻭﺍﻉ ﻤﻥ ﺍﻝﻌﻼﻗﺎﺕ
ﺒﻴﻥ ﺍﻝﺭﺌﻴﺱ ﻭﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﻜﻤﺎ ﺤﺩﺩﻫﺎ ﺠﺭﻴﻴﻜﻭﻨﺎﺱ :(3)Graicunas
-ﻋﻼﻗﺔ ﻓﺭﺩﻴﺔ ﻤﺒﺎﺸﺭﺓ ﺘﺘﻡ ﺒﻴﻥ ﺍﻝﺭﺌﻴﺱ ﻭﺍﻝﻤﺭﺅﻭﺱ
-ﻋﻼﻗﺔ ﺠﻤﺎﻋﻴﺔ ﺘﺘﻡ ﺒﻴﻥ ﺍﻝﺭﺌﻴﺱ ﻭﺃﻜﺜﺭ ﻤﻥ ﻤﺭﺅﻭﺱ ﻭﺍﺤﺩ ﻓﻲ ﻭﻗﺕ ﻭﺍﺤﺩ.
-ﻋﻼﻗﺔ ﻤﺘﺒﺎﺩﻝﺔ ﻭﺍﻝﺘﻲ ﺘﺘﻡ ﺒﻴﻥ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﺒﻌﻀﻬﻡ ﺒﻌﻀﺎ.
ﻗﺩ ﻨﺘﺴﺎﺀل ﻋﻥ ﻤﺩﻯ ﺘﺄﺜﻴﺭ ﻋﻤﻠﻴﺔ ﺍﻹﺸﺭﺍﻑ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ ،ﻫل ﺃﻱ ﻤﺸﺭﻑ
ﺒﺈﻤﻜﺎﻨﻪ ﺃﻥ ﻴﺅﺜﺭ ﺇﻴﺠﺎﺒﻴﺎ ﻓﻲ ﻤﺭﺅﻭﺴﻴﻪ؟.
ﺇﻥ ﺍﻝﺒﺤﺙ ﻋﻥ ﻤﺎ ﻴﻁﻠﺒﻪ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﻤﻥ ﺭﺌﻴﺴﻬﻡ ،ﻴﺴﻬل ﺍﻝﻜﺜﻴﺭ ﻤﻥ ﺍﻷﻤﻭﺭ ﺍﻝﺘﻲ ﺘﺠﻌل ﻤﻥ
ﺍﻝﻌﻼﻗﺔ ﻁﻴﺒﺔ ﺒﻴﻥ ﺍﻝﻁﺭﻓﻴﻥ ،ﻭﺘﻨﻌﻜﺱ ﺁﺜﺎﺭﻫﺎ ﺇﻴﺠﺎﺒﻴﺎ ﻓﻲ ﺃﺩﺍﺀ ﺍﻝﺠﻤﺎﻋﺔ ،ﻭﺍﻝﻭﻅﻴﻔﺔ ﺍﻷﺴﺎﺴﻴﺔ ﻝﻠﻤﺸﺭﻑ ﻻ
ﺘﻘﺘﺼﺭ ﻋﻠﻰ ﺍﻝﻨﻬﻲ ﻭﺇﻋﻁﺎﺀ ﺍﻷﻭﺍﻤﺭ ،ﺒل ﺘﺘﻌﺩﻯ ﻝﻠﺒﺤﺙ ﻋﻤﺎ ﻴﺸﺒﻊ ﺤﺎﺠﺎﺕ ﺍﻝﻌﻤﺎل ﻤﻥ ﺨﻼل ﺘﺄﺜﻴﺭ
ﺴﻠﻭﻙ ﺍﻝﻤﺸﺭﻑ ﻋﻠﻴﻬﻡ ،ﻭﺒﻬﺫﺍ ﻴﻜﻭﻥ ﺍﻝﻤﺸﺭﻑ ﻤﻭﻀﻊ ﺤﺏ ﺍﻝﻌﻤﺎل ﻭﺘﻌﺎﻁﻔﻬﻡ ﻭﻤﺤل ﺜﻘﺔ ﺍﻝﺠﻤﺎﻋﺔ
ﻭﻤﺼﺩﺭ ﺤﻔﺯﻫﺎ ﻭﺘﺸﺠﻴﻌﻬﺎ ﻋﻠﻰ ﺍﻝﻌﻤل ،ﻓﺎﻝﻬﺩﻑ ﺍﻷﺴﻤﻰ ﻝﻠﻤﺸﺭﻑ ﻫﻭ ﺍﻝﺭﻓﻊ ﻤﻥ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ
ﻝﻠﻌﻤﺎل ﺍﻝﺫﻴﻥ ﺘﺘﻭﻗﻑ ﻤﺸﺎﻋﺭﻫﻡ ﻭﺍﺘﺠﺎﻫﺎﺘﻬﻡ ﻋﻠﻰ ﻨﻭﻉ ﺍﻝﻤﻌﺎﻤﻠﺔ ﺍﻝﺘﻲ ﻴﺘﻠﻘﻭﻨﻬﺎ ﻤﻥ ﻤﺸﺭﻓﻬﻡ.
ﺇﺫﻥ ﻤﻥ ﺍﻝﻀﺭﻭﺭﻱ ﺘﺒﻨﻲ ﻁﺭﻕ ﺴﻠﻴﻤﺔ ﻓﻲ ﺍﻹﺸﺭﺍﻑ ﺒﺘﻁﺒﻴﻕ ﺃﺴﻤﻰ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﻝﻜﺴﺏ
ﻭﻻﺀ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﻭﺒﻠﻭﻍ ﺩﺭﺠﺔ ﻋﺎﻝﻴﺔ ﻤﻥ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﺅﺩﻭﻨﻪ.
ﻭﻤﻥ ﻭﺍﺠﺏ ﺍﻹﺩﺍﺭﺓ ﻏﺭﺱ ﺍﻝﺜﻘﺔ ﻓﻲ ﻨﻔﻭﺱ ﺭﺅﺴﺎﺀ ﺍﻝﻌﻤﺎل ﻭﺘﻭﻋﻴﺘﻬﻡ ﺒﻤﺴﺅﻭﻝﻴﺎﺘﻬﻡ ﻭﻭﻅﺎﺌﻔﻬﻡ
ﻭﻤﻬﺎﻤﻬﻡ ﺘﺠﺎﻩ ﺍﻝﻌﻤﺎل ﻭﺍﻹﺩﺍﺭﺓ ﻋﻠﻰ ﺤﺩ ﺴﻭﺍﺀ ،ﻭﺍﻝﻌﻤل ﺍﻝﻤﻨﺴﺠﻡ ﺒﻴﻥ ﺭﺅﺴﺎﺀ ﺍﻝﻌﻤﺎل ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ
)-(1ﻤﺤﻤﺩ ﺒﻬﺠﺕ ﺠﺎﺩ ﺍﷲ ﻜﺸﻙ ،ﺍﻝﻤﻨﻅﻤﺎﺕ ﻭﺃﺴﺱ ﺇﺩﺍﺭﺘﻬﺎ ،ﻁ ،1ﺍﻝﻤﻜﺘﺏ ﺍﻝﺠﺎﻤﻌﻲ ﺍﻝﺤﺩﻴﺙ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ1999 ،
ﺹ.220 :
)-(2ﻤﻭﺴﻰ ﺍﻝﻠﻭﺯﻱ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.39:
)-(3ﺭﻀﺎ ﺼﺎﺤﺏ ﺃﺒﻭ ﺤﻤﺩ ﺁل ﻋﻠﻲ ،ﺴﻨﺎﻥ ﻜﺎﻅﻡ ﺍﻝﻤﻭﺴﻭﻱ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.429:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻴﺒﺭﺯ ﺘﻠﻙ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﻁﻴﺒﺔ ﺒﻴﻥ ﺍﻝﺠﻤﻴﻊ ﻓﺘﺭﺘﻔﻊ ﻤﻌﺩﻻﺕ ﺍﻹﻨﺘﺎﺝ ﻭﺘﺤل ﺍﻝﻤﺸﺎﻜل ﺍﻝﻴﻭﻤﻴﺔ ﺍﻝﺘﻲ ﺘﻭﺍﺠﻪ
ﺍﻝﻌﻤﺎل).(1
ﻓﺎﻝﻤﺸﺭﻑ ﺍﻝﻔﻌﺎل ﺍﻝﻨﺎﺠﺢ ﻫﻭ ﺍﻝﺫﻱ ﻴﺤﻘﻕ ﺍﻝﺘﻭﺍﺯﻥ ﺒﻴﻥ ﺤﺎﺠﺎﺕ ﻤﺭﺅﻭﺴﻴﻪ ﻭﺭﻏﺒﺎﺘﻬﻡ ﻭﻤﺘﻁﺎﻝﺒﺎﺕ
ﺍﻝﻌﻤل ﻭﺍﻹﻨﺘﺎﺝ ،ﻭﺠﺎﺀ ﺘﺄﻜﻴﺩ ﺫﻝﻙ ﻓﻲ ﻗﻭل :ﺭﻴﺘﺸﺎﺭﺩ ﺴﻜﻭﺕ »ﺃﻨﻪ ﻓﻲ ﺤﺎﻝﺔ ﻤﻭﺍﺠﻬﺔ ﻜل ﻋﻭﺍﻤل
ﺍﻝﻀﻐﻭﻁ ﺍﻝﻤﺘﻌﺎﺭﻀﺔ ،ﻋﻠﻰ ﺭﺌﻴﺱ ﺍﻝﻌﻤﺎل ﺃﻥ ﻴﺩﺭﻙ ﻤﻌﻨﻰ ﻋﻼﻗﺎﺕ ﺍﻝﻌﻤﺎل ﻭﻀﺭﻭﺭﺓ ﺍﻋﺘﻤﺎﺩ ﻜل ﻤﻨﻬﻡ
ﻋﻠﻰ ﺍﻵﺨﺭ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﺍﻹﻨﺘﺎﺝ ،ﻭﺃﻤﺎ ﺭﺌﻴﺱ ﺍﻝﻌﻤﺎل ﺍﻝﺠﻴﺩ ﻓﻬﻭ ﺍﻝﺫﻱ ﻴﻘﻴﻡ ﺘﻭﺍﺯﻨﺎ ﺒﻴﻥ ﻤﺴﺅﻭﻝﻴﺎﺘﻪ
ﺍﻷﺴﺎﺴﻴﺔ ﻭﻤﺴﺅﻭﻝﻴﺎﺕ ﺍﻹﻨﺘﺎﺝ ،ﻓﺈﺫﺍ ﺍﺠﺘﻤﻊ ﺠﻭ ﺍﻝﺘﺂﺨﻲ ﺒﻴﻥ ﺭﺌﻴﺱ ﺍﻝﻌﻤﺎل ﻭﺠﻤﺎﻋﺔ ﻋﻤﻠﻪ ﺩﺍﺨل ﺍﻝﻌﻤل
ﻭﺨﺎﺭﺠﻪ ﻤﻊ ﻤﺎ ﺘﺤﻤل ﻫﺫﻩ ﺍﻝﻌﻼﻗﺎﺕ ﻤﻥ ﻁﺎﺒﻊ ﺍﻝﺠﺩﻴﺔ ﻭﺍﻝﻌﻤل ،ﺃﻤﻜﻥ ﺍﻝﺘﻭﺼل ﺇﻝﻰ ﺘﻜﻭﻴﻥ ﻓﺭﻴﻕ ﻤﻥ
ﺍﻝﻌﻤﺎل ،ﻴﺴﻭﺩﻩ ﺍﻝﻭﻻﺀ ﻭﻴﺘﺠﺴﺩ ﺍﻷﺩﺍﺀ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﺍﻝﻤﺅﺴﺴﺔ«) ،(3ﺇﺫﻥ ﺍﻝﺘﺭﺍﺒﻁ ﺒﻴﻥ ﺍﻝﺜﻼﺜﻴﺔ
–ﻤﺅﺴﺴﺔ ،ﻋﺎﻤل ،ﺭﺌﻴﺱ -ﻀﺭﻭﺭﻴﺔ ﻝﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﻤﺎ ﻴﻤﻜﻥ ﺍﺴﺘﺨﻼﺼﻪ ﺃﻥ ﺍﺭﺘﻔﺎﻉ
ﻜﻔﺎﺀﺓ ﺍﻷﺩﺍﺀ ﻋﻨﺩ ﺍﻝﻌﻤﺎل ﻤﺭﻫﻭﻥ ﺒﺘﻭﻓﺭ ﻤﺸﺭﻓﻴﻥ ﻋﻠﻰ ﺩﺭﺠﺔ ﻤﻥ ﺍﻝﻜﻔﺎﺀﺓ ﻓﻲ ﻋﻤﻠﻴﺔ ﺍﻹﺸﺭﺍﻑ ،ﻭﺘﺭﺘﻔﻊ
ﺍﻝﻜﻔﺎﺀﺓ ﻜﻠﻤﺎ ﺍﺘﺴﻌﺕ ﺭﻗﻌﺔ ﻗﻨﻭﺍﺕ ﺍﻻﺘﺼﺎﻻﺕ ﺒﻴﻥ ﺍﻝﺭﺅﺴﺎﺀ ﻭﺍﻝﻤﺭﺅﻭﺴﻴﻥ.
-3-1ﺍﻻﺘﺼﺎل:
ﻴﻌﺩ ﻤﻭﻀﻭﻉ ﺍﻻﺘﺼﺎل ﻤﻥ ﺍﻷﻤﻭﺭ ﺍﻝﻬﺎﻤﺔ ﺍﻝﺘﻲ ﺘﺤﺘﺎﺝ ﺇﻝﻰ ﺩﺭﺍﺴﺔ ﻓﻲ ﻋﻠﻡ ﺍﻹﺩﺍﺭﺓ ﺒﺸﻜل ﺩﻗﻴﻕ
ﻭﻤﺴﺘﻤﺭ ،ﺤﻴﺙ ﺘﺸﻜل ﺍﻻﺘﺼﺎﻻﺕ %78ﻤﻥ ﻋﻤل ﺍﻝﻤﺩﻴﺭ).(4
)-(1ﺇﻴﻬﺎﺏ ﺼﺒﻴﺢ ﻤﺤﻤﺩ ،ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﺼﻨﺎﻋﻴﺔ ﻭﺘﺤﻔﻴﺯ ﺍﻝﻤﻭﻅﻔﻴﻥ ،ﺩﺍﺭ ﺍﻝﻜﺘﺏ ﺍﻝﻌﻠﻤﻴﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻝﻘﺎﻫﺭﺓ2001 ،
ﺹ.112 :
)-(2ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺩﻴﺎﺏ ﺤﺴﻴﻥ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.30-29:
)-(3ﻋﻤﺭ ﺴﺭﺍﺭ ،ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻭﺃﺜﺭﻩ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﻤﻌﻬﺩ ﺍﻝﻌﻠﻭﻡ
ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺠﺎﻤﻌﺔ ﺍﻝﺠﺯﺍﺌﺭ ،2003 ،ﺹ.112:
)-(4ﻋﻤﺭ ﺴﻌﻴﺩ ﻭﺁﺨﺭﻭﻥ ،ﻤﺒﺎﺩﺉ ﺍﻹﺩﺍﺭﺓ ﺍﻝﺤﺩﻴﺜﺔ ،ﻁ ،1ﻤﻜﺘﺒﺔ ﺩﺍﺭ ﺍﻝﺜﻘﺎﻓﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ 2003 ،ﺹ.121 :
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺇﺫﻥ ﺍﻝﻨﻅﺭ ﺇﻝﻰ ﻋﻤﻠﻴﺔ ﺍﻻﺘﺼﺎل ﻋﻠﻰ ﺃﻨﻬﺎ ﻭﺴﻴﻠﺔ ﺘﺒﺎﺩل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﻨﻅﺭﺓ ﻤﺤﺩﻭﺩﺓ ،ﻓﻤﻔﻬﻭﻤﻬﺎ
ﻴﻤﺘﺩ ﺇﻝﻰ ﺭﺒﻁﻬﺎ ﺒﺎﻷﻫﺩﺍﻑ ﻭﺒﻨﺘﺎﺌﺞ ﻤﻌﻴﻨﺔ ﻝﻤﺎ ﻝﻬﺎ ﻤﻥ ﺃﻫﻤﻴﺔ ﻓﻲ ﻋﻤﻠﻴﺎﺕ ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭ ﺍﻝﺘﺨﻁﻴﻁ
ﺍﻝﺘﻨﺴﻴﻕ،ﻭﺍﻝﺭﻗﺎﺒﺔ...ﺇﻝﺦ ،ﻓﺎﻹﻝﻤﺎﻡ ﺒﺎﻝﻤﻀﻤﻭﻥ ﺍﻝﺸﺎﻤل ﻭﺍﻝﻤﺘﻜﺎﻤل ﻭﺍﻝﻤﻭﻀﻭﻋﻲ ﻝﻌﻤﻠﻴﺔ ﺍﻻﺘﺼﺎل ﻴﺴﺘﺩﻋﻲ
ﺘﻔﻬﻡ ﺍﻝﻘﻴﺎﺩﺍﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻝﻠﻤﺩﺨل ﺍﻝﺴﻠﻭﻜﻲ ،ﻭﺩﺭﺍﺴﺔ ﻜل ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺘﺅﺜﺭ ﻓﻲ ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ.
ﺇﺫﻥ ﻝﻠﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﻤﻘﺎﻡ ﻓﻲ ﻫﺫﻩ ﺍﻝﻌﻤﻠﻴﺔ ﻜﻭﻨﻪ ﻤﺘﻌﺩﺩ ﺍﻻﺤﺘﻴﺎﺠﺎﺕ ﻭﺍﻝﻁﻤﻭﺤﺎﺕ ،ﻭﺍﻝﻘﻴﻡ
ﻭﺍﻻﺘﺠﺎﻫﺎﺕ.
ﻭﻓﻲ ﻤﻤﺎﺭﺴﺘﻬﺎ ﻝﻼﺘﺼﺎل ﺘﻭﺍﺠﻪ ﺍﻝﻤﺅﺴﺴﺔ ﻤﺸﻜﻼﺕ ﻤﺘﻌﺩﺩﺓ ،ﻓﻨﺠﺩ ﻤﺎ ﻫﻭ ﻤﺭﺘﺒﻁ ﺒﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل
ﺍﻝﺠﺎﻨﺏ ﺍﻝﻤﺎﺩﻱ ﻭﺍﻝﻔﻨﻲ ﻝﻬﺎ ﻤﻥ ﺤﻴﺙ ﺍﻝﻭﺍﺠﺒﺎﺕ ،ﺍﻝﻁﺭﻕ ﻭﺍﻷﺴﺎﻝﻴﺏ ﺍﻝﻤﺴﺘﺨﺩﻤﺔ ﻭﺃﺨﺭﻯ ﻤﺭﺘﺒﻁﺔ
ﺒﺎﻝﺠﺎﻨﺏ ﺍﻹﻨﺴﺎﻨﻲ ﻭﺍﻻﺠﺘﻤﺎﻋﻲ ﻤﻥ ﺤﻴﺙ ﺍﻝﺘﻜﻔل ﺒﺎﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻓﻲ ﻜل ﺠﻭﺍﻨﺒﻬﺎ ﻤﻥ ﺘﻨﻤﻴﺔ ،ﺼﻴﺎﻨﺔ
ﻭﺘﺤﻔﻴﺯﻫﺎ ﺒﻤﺎ ﻴﺘﻼﺀﻡ ﻭﺩﻭﺍﻓﻌﻬﺎ ﻭﺍﻝﻐﺎﻴﺔ ﻤﻥ ﺫﻝﻙ ﺇﺭﻀﺎﺀﻫﺎ).(1
ﻓﺄﻤﺎﻡ ﺍﻝﻁﺭﺡ ﺍﻝﻤﻘﺩﻡ ﻨﺘﺴﺎﺀل ﻋﻥ ﻤﺩﻝﻭل ﺍﻻﺘﺼﺎل ،ﺃﻨﻭﺍﻋﻪ ،ﺃﻫﺩﺍﻓﻪ ﻭﻤﻌﻭﻗﺎﺘﻪ ،ﻭﺇﻝﻰ ﺃﻱ ﺩﺭﺠﺔ
ﻴﺴﺎﻫﻡ ﻓﻲ ﺇﺤﺩﺍﺙ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ؟.
-1-3-1ﺘﻌﺭﻴﻑ ﺍﻻﺘﺼﺎل :ﻴﻌﺩ ﺍﻻﺘﺼﺎل ﺃﺤﺩ ﺃﺒﻌﺎﺩ ﺩﺭﺍﺴﺔ ﺍﻝﺘﻔﺎﻋﻼﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﻫﺫﺍ
ﺍﻝﺒﻌﺩ ﻴﺘﻤﺜل ﻓﻲ ﺍﻨﺘﻘﺎل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﺘﻲ ﺘﺘﻡ ﺨﻼل ﺍﻝﺘﻔﺎﻋﻼﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ) ،(2ﻓﻔﻲ ﺃﻱ ﻋﻤﻠﻴﺔ ﺘﻔﺎﻋل
ﺇﺠﺘﻤﺎﻋﻲ ﻴﺘﻡ ﺍﻨﺘﻘﺎل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺒﻴﻥ ﺃﻁﺭﺍﻑ ﺍﻝﺘﻔﺎﻋل ،ﻭﺘﺤﺩﺙ ﺘﺄﺜﻴﺭﺍ ﻤﻌﻴﻨﺎ ﻋﻠﻰ ﺴﻠﻭﻜﻬﻡ ،ﻓﻬﻭ ﻋﻨﺼﺭ
ﻫﺎﻡ ﻓﻲ ﻭﺠﻭﺩ ﺍﻝﺠﻤﺎﻋﺎﺕ.
ﻭﻴﻘﺼﺩ ﺒﻪ ﻜﺫﻝﻙ »ﻨﻘل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﻤﻥ ﺸﺨﺹ ﺇﻝﻰ ﺸﺨﺹ ﺁﺨﺭ ﺜﻡ ﺍﻝﺘﺄﻜﺩ ﻤﻥ ﻓﻬﻡ ﺍﻝﻁﺭﻑ
ﺍﻵﺨﺭ ﻝﻬﺫﻩ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﻭﺫﻝﻙ ﺒﻬﺩﻑ ﺍﻝﺘﺄﺜﻴﺭ ﻓﻲ ﺍﻝﺴﻠﻭﻙ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻸﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ﺘﺄﺜﻴﺭﺍ
ﺇﻴﺠﺎﺒﻴﺎ«) ،(3ﻓﺎﻻﺘﺼﺎل ﻭﺴﻴﻠﺔ ﻝﻨﻘل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ،ﻤﻤﺎ ﻴﺴﺘﺩﻋﻲ ﺍﻷﻤﺭ ﺘﻭﻓﺭ ﻤﻬﺎﺭﺓ ﺍﻻﺘﺼﺎل ﺍﻝﻔﻌﺎل ﻓﻲ
ﺍﻝﻤﺩﻴﺭ ﺃﻭ ﺍﻝﻘﺎﺌﻡ ﻋﻠﻰ ﻨﻘل ﺍﻝﻤﻌﻠﻭﻤﺔ.
ﻭﻋﺭﻑ ﻜﺫﻝﻙ ﻭﺒﺸﻜل ﻭﺍﺴﻊ ﻋﻠﻰ ﺃﻨﻪ »ﻋﻤﻠﻴﺔ ﺘﻔﺎﻋل ﺫﺍﺕ ﻤﻐﺯﻯ ﺒﻴﻥ ﺍﻷﻓﺭﺍﺩ«) ،(4ﻓﻬﻭ ﻴﻬﺩﻑ
ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﻤﺎ ﻴﻁﻤﺢ ﺇﻝﻴﻪ ﺍﻷﻓﺭﺍﺩ.
-2-3-1ﺃﻫﻤﻴﺔ ﺍﻻﺘﺼﺎل :ﻴﺅﺩﻱ ﺍﻻﺘﺼﺎل ﻭﻅﻴﻔﺔ ﺤﻴﻭﻴﺔ ﻭﻀﺭﻭﺭﻴﺔ ﻝﻤﺘﺨﺫﻱ ﺍﻝﻘﺭﺍﺭ ﻭﺍﻝﺠﻬﺎﺕ
ﺍﻻﺘﺼﺎﻻﺕ ﺍﻝﻨﺎﺯﻝﺔ :ﻫﻭ ﺫﻝﻙ ﺍﻻﺘﺼﺎل ﺍﻝﺫﻱ ﻴﻨﻁﻠﻕ ﻤﻥ ﻗﻴﻤﺔ ﺍﻝﻬﺭﻡ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻝﻴﺼل ﺇﻝﻰ ﺍﻝﻌﺎﻤﻠﻴﻥ
ﻋﻥ ﻁﺭﻴﻕ ﻤﻭﻅﻔﻴﻥ ﺇﺩﺍﺭﻴﻴﻥ ،ﺃﻭ ﺃﺩﻭﺍﺕ ﻤﻜﺘﻭﺒﺔ ﻴﺘﻡ ﻨﺸﺭﻫﺎ ﺒﺼﻭﺭﺓ ﺍﺠﻤﺎﻝﻴﺔ ﻤﺜل ﺍﻝﺠﺭﻴﺩﺓ
)(2
ﻭﻓﻴﻬﺎ ﺘﻭﺠﻪ ﺍﻷﻭﺍﻤﺭ ﻭﺍﻝﺘﻌﻠﻴﻤﺎﺕ ﻭﺍﻝﻘﺭﺍﺭﺍﺕ ﻤﻥ ﺍﻝﻤﺴﻴﺭ ﺇﻝﻰ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﺍﻝﺩﺍﺨﻠﻴﺔ
ﺍﻷﺩﻨﻰ ،ﺃﻱ ﻤﻥ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﻠﻴﺎ ﺇﻝﻰ ﻜﺎﻓﺔ ﺍﻝﻌﻤﺎل ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻭﻤﻥ ﺸﺄﻥ ﻫﺫﺍ ﺍﻝﻨﻭﻉ ﻤﻥ ﺍﻻﺘﺼﺎﻻﺕ
ﺃﻥ ﻴﻭﻓﺭ ﺠﻭ ﻤﻥ ﺍﻝﺜﻘﺔ ﻭﺍﻝﺘﻔﺎﻫﻡ ﺒﻴﻥ ﺍﻝﺭﺅﺴﺎﺀ ﻭﺍﻝﻤﺭﺅﻭﺴﻴﻥ ،ﺒﻨﺎ ﺀ ﻋﻠﻰ ﻗﻭﺍﻋﺩ ﺘﻀﺒﻁ ﺍﻝﻌﻤل
ﻜﻭﻨﻬﺎ ﺭﺴﻤﻴﺔ ،ﻓﺘﺘﻴﺢ ﻓﺭﺼﺔ ﺍﻻﻁﻼﻉ ﻋﻠﻰ ﻤﺎ ﺘﻨﻭﻱ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻘﻴﺎﻡ ﺒﻪ.
ﺍﻻﺘﺼﺎﻻﺕ ﺍﻝﺼﺎﻋﺩﺓ :ﻓﻲ ﻫﺫﺍ ﺍﻝﻨﻭﻉ ﺘﺘﺠﻪ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﻤﻥ ﺍﻝﻘﺎﻋﺩﺓ ﺇﻝﻰ ﺍﻝﻘﻤﺔ ،ﺃﻱ ﻤﻥ ﻗﺒل ﻤﺨﺘﻠﻑ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﻋﺒﺭ ﻜﺎﻓﺔ ﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﺇﻝﻰ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﻠﻴﺎ ،ﻓﻲ ﺸﻜل ﺘﻘﺎﺭﻴﺭ ﻭﺃﺒﺤﺎﺙ ﻋﻥ ﺍﻷﻋﻤﺎل ،ﻭﻜﺫﺍ
ﺍﻗﺘﺭﺍﺤﺎﺕ ﻭﺸﻜﺎﻭﻯ ﻤﺘﻀﻤﻨﺔ ﻝﻠﻌﺭﺍﻗﻴل ﺍﻝﺘﻲ ﻭﺍﺠﻬﻭﻫﺎ ﻋﻨﺩ ﺘﻨﻔﻴﺫ ﺍﻷﻭﺍﻤﺭ ﺒﻐﺭﺽ ﻤﺴﺎﻋﺩﺓ ﺍﻹﺩﺍﺭﺓ
ﻓﻲ ﺘﻘﻴﻴﻡ ﻓﻌﺎﻝﻴﺔ ﺘﻨﻔﻴﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ،ﻭﻤﻌﺎﻝﺠﺔ ﺍﻝﺸﻜﺎﻭﻯ ﻭﻜﺫﺍ ﺍﻻﻗﺘﺭﺍﺤﺎﺕ ﺍﻝﻤﻁﺭﻭﺤﺔ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ
ﻴﻨﻤﻲ ﺭﻭﺡ ﺍﻝﻤﺒﺎﺩﺭﺓ ﻭﻴﻜﺸﻑ ﻋﻥ ﺘﻁﻠﻌﺎﺕ ﻭﺍﻫﺘﻤﺎﻤﺎﺕ ﺍﻝﻌﻤﺎل ﺇﻝﻰ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻷﻋﻠﻰ .
ﺍﻻﺘﺼﺎﻻﺕ ﺍﻷﻓﻘﻴﺔ :ﻴﺘﻡ ﺘﺒﺎﺩل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺒﻴﻥ ﻤﺨﺘﻠﻑ ﻤﺩﺭﺍﺀ ﺍﻝﺩﻭﺍﺌﺭ ﻭﺭﺅﺴﺎﺀ ﺍﻷﻗﺴﺎﻡ ﺍﻝﺘﻨﻅﻴﻤﻴﺔ
ﺫﺍﺕ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻭﺍﺤﺩ ،ﻭﻴﺘﻡ ﺫﻝﻙ ﻓﻲ ﺇﻁﺎﺭ ﺍﻝﺘﻌﺎﻭﻥ ﻭﺍﻝﺘﻨﺴﻴﻕ ﻭﺘﻭﻓﻴﺭ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﺘﻲ ﻻ ﻴﻤﻜﻥ
ﺘﺤﺼﻴﻠﻬﺎ ﻤﻥ ﺍﻝﻨﻭﻋﻴﻥ ﺍﻝﺴﺎﺒﻘﻴﻥ ،ﻓﻴﺯﻴﺩ ﻤﻥ ﺘﻤﺎﺴﻙ ﺍﻝﺠﻤﺎﻋﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ.
-2-3-3-1ﺍﻻﺘﺼﺎل ﻏﻴﺭ ﺭﺴﻤﻲ :ﻜﻭﻥ ﺍﻝﻔﺭﺩ ﺍﺠﺘﻤﺎﻋﻲ ﺒﻁﺒﻌﻪ ،ﻴﺭﻏﺏ ﻓﻲ ﺇﻨﺸﺎﺀ ﻋﻼﻗﺎﺕ
ﻤﻊ ﺍﻵﺨﺭﻴﻥ ﺃﻱ ﺍﻻﺘﺼﺎل ﺒﻬﻡ ﻭﻴﻜﻭﻥ ﻓﻲ ﺸﻜل ﻏﻴﺭ ﺭﺴﻤﻲ ﻝﻌﺩﻡ ﺨﻀﻭﻋﻪ ﻝﻘﻭﺍﻋﺩ ﻭﻗﻭﺍﻨﻴﻥ ﻤﺤﻜﻤﺔ،
ﻭﺇﻨﻤﺎ ﺘﻀﺒﻁﻪ ﻋﻭﺍﻤل ﺃﺨﺭﻯ ﻜﺎﻝﻤﺼﺎﻝﺢ ﺍﻝﻤﺸﺘﺭﻜﺔ ﻤﺜﻼ.
ﻝﻘﺩ ﺍﻫﺘﻤﺕ ﺒﻪ ﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﺍﻝﺘﻲ ﺠﻌﻠﺕ ﻤﻥ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ ﺍﻝﻘﺎﺌﻤﺔ ﺩﺍﻓﻊ
ﻝﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ ،ﻭﻴﻤﻜﻨﻨﺎ ﺍﻝﻘﻭل ﺃﻨﻪ»:ﺠﻤﻠﺔ ﺍﻝﻘﻭﺍﻋﺩ ﻏﻴﺭ ﺍﻝﻤﻜﺘﻭﺒﺔ ﻋﻠﻰ ﺃﻝﺴﻨﺔ ﺍﻷﻋﻀﺎﺀ ﻭﺘﺼﺩﺭ ﻋﻥ
ﺃﺸﺨﺎﺹ ﻝﻴﺱ ﻝﻬﻡ ﺤﻕ ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭ ﻭﺇﺼﺩﺍﺭ ﺍﻷﻭﺍﻤﺭ«).(1
ﻼ ﻋﻥ ﺃﻱ ﺒﻨﺎﺀ
ﻜﻤﺎ ﻴﻤﺜل ﺘﻠﻙ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﻤﺘﺒﺎﺩﻝﺔ ﺍﻝﻘﺎﺌﻤﺔ ﻋﻠﻰ ﺍﻝﺤﺏ ﻭﺍﻝﻜﺭﺍﻫﻴﺔ ،ﻭﻴﻜﻭﻥ ﻤﻨﻔﺼ ﹰ
ﺍﺠﺘﻤﺎﻋﻲ ﻤﻌﺒﺭ ﻋﻨﻪ ﺒﻭﻀﻭﺡ) ،(2ﻓﺎﻻﺘﺼﺎل ﻏﻴﺭ ﺍﻝﺭﺴﻤﻲ ﻴﻌﺩ ﻭﺴﻴﻠﺔ ﺘﺠﺴﺩ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻓﻲ
ﺍﻝﻭﺍﻗﻊ ﺍﻝﻌﻤﻠﻲ ﻤﻥ ﺨﻼل ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ ﻓﻴﻔﺭﺽ ﺍﻷﻓﺭﺍﺩ ﻭﺠﻭﺩﻫﻡ ﻓﻲ ﺍﻝﻌﻤل.
ﻭﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻓﺎﻝﻤﻨﻅﻭﻤﺔ ﺍﻻﺘﺼﺎﻝﻴﺔ ﺒﺸﻘﻴﻬﺎ ﺍﻝﺭﺴﻤﻴﺔ ﻭﻏﻴﺭ ﺭﺴﻤﻴﺔ ﻭﻤﺨﺘﻠﻑ ﺍﺘﺠﺎﻫﺎﺘﻬﺎ ﺘﻠﻌﺏ
ﺩﻭﺭﹰﺍ ﻫﺎﻤﺎ ﻓﻲ ﺘﻔﺴﻴﺭ ﻋﻼﻗﺎﺕ ﺍﻝﺴﻠﻁﺔ ﻭﺍﻝﺼﺭﺍﻉ) ،(3ﻓﺎﻝﻨﻭﻉ ﺍﻷﻭل ﻴﻨﺴﻕ ﺒﻴﻥ ﻤﺨﺘﻠﻑ ﺍﻷﻨﺸﻁﺔ
ﻭﺍﻷﻗﺴﺎﻡ ﺍﻹﺩﺍﺭﻴﺔ ﺘﺒﻌﺎ ﻝﻠﻬﻴﻜل ﺍﻝﺘﻨﻅﻴﻤﻲ ﻭﺍﻝﻨﻭﻉ ﺍﻝﺜﺎﻨﻲ ﻴﺒﺭﺯ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ.
-4-3-1ﺃﻫﺩﺍﻑ ﺍﻻﺘﺼﺎل :ﻴﻌﺩ ﺍﻻﺘﺼﺎل ﺃﺩﺍﺓ ﺭﺒﻁ ﺒﻴﻥ ﻤﺨﺘﻠﻑ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻭﻓﻲ
ﺍﺘﺠﺎﻫﺎﺕ ﻤﺘﻌﺩﺩﺓ ﻭﺒﺄﺴﺎﻝﻴﺏ ﺭﺴﻤﻴﺔ ﻭﻏﻴﺭ ﺭﺴﻤﻴﺔ ،ﻓﺎﻝﻬﺩﻑ ﺍﻝﺭﺌﻴﺴﻲ ﻝﻪ ﻴﺘﻤﺜل ﻓﻲ ﺘﺒﺎﺩل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺒﻴﻥ
ﺍﻷﻓﺭﺍﺩ ﻭﻨﻘل ﺃﻓﻜﺎﺭﻫﻡ ﻤﻥ ﺨﻼل ﺍﻝﺭﺴﺎﺌل ﺍﻝﺘﻲ ﻴﺘﺒﺎﺩﻝﻭﻨﻬﺎ ﻜﺘﺎﺒﻴﺎ ﻭﺸﻔﺎﻫﻴﺎ ،ﻭﻋﻠﻴﻪ ﻴﻌﻤل ﺍﻻﺘﺼﺎل ﻋﻠﻰ
ﺘﺤﺭﻴﻙ ﺴﻠﻭﻙ ﺍﻷﻓﺭﺍﺩ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﺫﻝﻙ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺫﻱ ﻴﺅﺩﻱ ﺇﻝﻰ ﺍﻷﺩﺍﺀ ﺍﻝﺠﻴﺩ ﺒﻤﻌﻨﻰ ﺴﻠﻭﻙ ﻤﺭﻏﻭﺏ ﻓﻴﻪ
ﻓﻘﺩ ﻴﻜﻭﻥ ﺫﻝﻙ ﺍﻝﺴﻠﻭﻙ ﻅﺎﻫﺭﺍ ﺃﻭ ﻏﻴﺭ ﻅﺎﻫﺭﺍ ﻴﻨﻌﻜﺱ ﻋﻠﻰ ﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﻔﺭﺩ ﻨﺤﻭ ﻋﻤﻠﻪ ﻭﻤﺩﻯ ﻗﺩﺭﺘﻪ
ﻋﻠﻰ ﺘﻘﺒل ﺃﻓﻜﺎﺭ ﺍﻝﻐﻴﺭ ﻭﻤﻥ ﺜﻡ ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺘﻌﺩﻴل ﺍﻝﺴﻠﻭﻙ ﺇﻥ ﺍﺴﺘﺩﻋﻰ ﺍﻷﻤﺭ ﺫﻝﻙ ،ﻭﻓﻴﻤﺎ ﻴﻠﻲ ﺠﻭﺍﻨﺏ
ﻤﻥ ﺃﻫﺩﺍﻑ ﺍﻻﺘﺼﺎل:
-ﺇﻥ ﺍﻷﺴﺎﺱ ﺍﻝﻘﺎﺌﻡ ﻓﻲ ﺸﺒﻜﺎﺕ ﺍﻻﺘﺼﺎل ﻫﻭ ﺍﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺍﻝﺫﻱ ﻴﻤﺎﺭﺱ ﻋﻤﻠﻴﺔ ﺘﺒﺎﺩل ﻭﻨﻘل
ﺠﺯﺀ ﻤﻥ ﺍﻝﺠﻭﺍﻨﺏ ﺍﻝﻌﺎﻁﻔﻴﺔ ﻝﺩﻴﻬﻡ ،ﻓﻤﻬﻤﺎ ﻜﺎﻥ ﻨﻭﻉ ﺍﻻﺘﺼﺎل ﺭﺴﻤﻲ ﺃﻭ ﻏﻴﺭ ﺭﺴﻤﻲ ﻴﻌﺩ ﺍﻝﻭﺴﻴﻠﺔ
ﺍﻷﺴﺎﺴﻴﺔ ﻹﺸﺒﺎﻉ ﺘﻠﻙ ﺍﻝﺤﺎﺠﺔ ،ﻓﺒﻤﺠﺭﺩ ﺍﺘﺼﺎل ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺒﻌﻀﻬﻡ ﻴﺘﻡ ﺍﻝﺘﻌﺒﻴﺭ ﻋﻥ ﺤﺎﻻﺕ ﺍﻝﺸﻌﻭﺭ
ﺒﺎﻹﺤﺒﺎﻁ ﺃﻭ ﺍﻝﺭﻀﺎ ﺍﻝﺘﻲ ﺘﺘﺠﺴﺩ ﺇﻝﻰ ﺃﺒﻌﺩ ﺤﺩ ﻓﻲ ﺴﻠﻭﻜﻬﻡ.
-ﺍﻻﺘﺼﺎل ﻴﻬﺩﻑ ﺇﻝﻰ ﻋﻼﺝ ﺍﻝﻤﺸﻜﻼﺕ ﺍﻝﻤﺭﺘﺒﻁﺔ ﺒﺎﻝﻭﻅﺎﺌﻑ ﻭﺃﺩﻭﺍﺭ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻭﻜﺫﺍ
)*(
ﺒﻴﻥ ﺍﻝﻤﺠﻤﻭﻋﺎﺕ ﻭﺍﻷﻓﺭﺍﺩ. ﺍﻝﺼﺭﺍﻉ
-ﻴﻌﻤل ﺍﻻﺘﺼﺎل ﻋﻠﻰ ﺩﻓﻊ ﻭﺘﻭﺠﻴﻪ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ.
-ﻴﺴﺎﻫﻡ ﺍﻻﺘﺼﺎل ﻓﻲ ﺘﻘﺩﻴﻡ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﻝﻌﻤﻠﻴﺔ ﺍﻝﻘﺭﺍﺭﺍﺕ
-ﻴﻌﺩ ﺍﻻﺘﺼﺎل ﺃﺩﺍﺓ ﺭﻗﺎﺒﺔ ﻜﻭﻨﻪ ﺫﺍ ﺼﻠﺔ ﻭﺜﻴﻘﺔ ﺒﺎﻝﺒﻨﺎﺀ ﺍﻝﺘﻨﻅﻴﻤﻲ .
ﺇﻥ ﻤﺜل ﻫﺫﻩ ﺍﻷﻫﺩﺍﻑ ﻗﺩ ﺘﺠﺴﺩ ﻭﺍﻗﻌﺎ ،ﻭﻗﺩ ﺘﺒﻘﻰ ﻓﻲ ﺸﻜﻠﻬﺎ ﺍﻝﻨﻅﺭﻱ ﺒﺴﺒﺏ ﻋﺩﺓ ﻋﻭﺍﻤل ﻤﺭﺩﻫﺎ
ﺒﻴﺌﺔ ﺍﻝﻌﻤل ﺃﻭ ﺠﺎﻨﺏ ﺫﺍﺘﻲ ﺫﺍ ﺼﻠﺔ ﺒﺎﻝﻔﺭﺩ ،ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺫﺍﺕ ﺍﻝﺘﺄﺜﻴﺭ ﺍﻝﺴﻠﺒﻲ ﻋﻠﻰ ﻋﻤﻠﻴﺔ
ﺍﻻﺘﺼﺎل.
-5-3-1ﻤﻌﻭﻗﺎﺕ ﺍﻻﺘﺼﺎل):(1
ﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﻋﻤﻠﻴﺔ ﺍﻻﺘﺼﺎل ﺘﺘﺄﺜﺭ ﺴﻠﺒﺎ ﺒﺠﻤﻠﺔ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺘﺤﻭل ﺩﻭﻥ ﻭﻀﻭﺡ ﺍﻝﻔﻜﺭﺓ
ﺍﻝﻤﺭﺍﺩ ﺘﺒﻠﻴﻐﻬﺎ ،ﻓﻠﻘﺩ ﺃﺸﺎﺭﺕ ﺇﺤﺩﻯ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺒﺄﻥ ﺤﻭﺍﻝﻲ %80ﻤﻥ ﺍﻝﻤﺩﻴﺭﻴﻥ ﺃﺠﻤﻌﻭﺍ ﺒﺄﻥ ﺼﻌﻭﺒﺔ
ﺍﻻﺘﺼﺎل ﻤﻥ ﺇﺤﺩﻯ ﺍﻝﻤﺸﺎﻜل ﺍﻝﺭﺌﻴﺴﺔ ﺍﻝﺘﻲ ﺘﻭﺍﺠﻬﻬﻡ ﻓﻲ ﺃﻋﻤﺎﻝﻬﻡ.
)*(-ﺍﻝﺼﺭﺍﻉ :ﻤﻤﺎﺭﺴﺎﺕ ﺍﻷﻓﺭﺍﺩ ﻭﺍﻝﺠﻤﺎﻋﺎﺕ ﻤﻥ ﺃﺠل ﺘﺤﻘﻴﻕ ﻤﺼﺎﻝﺢ ﻓﺭﺩﻴﺔ ،ﺠﻤﺎﻋﻴﺔ ،ﻭﻨﻤﻴﺯ ﺒﻴﻥ:
-ﺍﻝﺼﺭﺍﻉ ﺍﻝﻭﻅﻴﻔﻲ :ﻴﺤﻘﻕ ﻨﺘﺎﺌﺞ ﺇﻴﺠﺎﺒﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺤﺭﻴﺔ ﺍﻝﺘﻌﺒﻴﺭ ،ﺤﻘﻭﻕ ﺍﻷﻓﺭﺍﺩ..ﺍﻝﺦ.
-ﺍﻝﺼﺭﺍﻉ ﻏﻴﺭ ﺍﻝﻭﻅﻴﻔﻲ :ﻴﻘﻭﺩ ﺇﻝﻰ ﻨﺘﺎﺌﺞ ﺴﻠﺒﻴﺔ )ﺍﻝﻐﻤﻭﺽ ﻭﺍﻝﻤﺘﻨﺎﻗﻀﺎﺕ(.
)-(1ﺭﻀﺎ ﺼﺎﺤﺏ ﺃﺒﻭ ﺤﻤﺩ ﺁل ﻋﻠﻲ ،ﺴﻨﺎﻥ ﻜﺎﻅﻡ ﺍﻝﻤﻭﺴﻭﻱ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.479:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺇﻥ ﺍﻷﻫﻤﻴﺔ ﺍﻝﻜﺒﺭﻯ ﺍﻝﺘﻲ ﻴﺘﻤﻴﺯ ﺒﻬﺎ ﺍﻝﻭﻗﺕ ﺘﺴﺘﻭﺠﺏ ﺘﻭﻓﺭ ﺇﺩﺍﺭﺓ ﺨﺎﺼﺔ ﺒﻪ ،ﺇﻨﻬﺎ ﺇﺩﺍﺭﺓ ﺍﻝﻭﻗﺕ
ﺍﻝﺘﻲ ﺘﻌﺩ» :ﻓﻥ ﻭﻋﻠﻡ ﺍﻻﺴﺘﺨﺩﺍﻡ ﺍﻝﺭﺸﻴﺩ ﻝﻠﻭﻗﺕ ،ﻭﻫﻲ ﻋﻠﻡ ﺍﺴﺘﺜﻤﺎﺭ ﺍﻝﻭﻗﺕ ﺒﺸﻜل ﻓﻌﺎل ،ﻭﻫﻲ ﻋﻤﻠﻴﺔ
ﻗﺎﺌﻤﺔ ﻋﻠﻰ :ﺍﻝﺘﺨﻁﻴﻁ ،ﺍﻝﺘﻨﻅﻴﻡ ،ﺍﻝﺘﻨﺴﻴﻕ ،ﺍﻝﺘﺤﻔﻴﺯ ،ﺍﻝﺘﻭﺠﻴﻪ ،ﺍﻝﻤﺘﺎﺒﻌﺔ ﻭﺍﻻﺘﺼﺎل ،ﻭﻫﻲ ﻋﻤﻠﻴﺔ ﻜﻤﻴﺔ
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻭﻨﻭﻋﻴﺔ ﻤﻌﺎ ﻓﻲ ﺫﺍﺕ ﺍﻝﻠﺤﻅﺔ«) .(1ﻓﻨﺠﺩﻫﺎ –ﺇﺩﺍﺭﺓ ﺍﻝﻭﻗﺕ -ﻋﻤﻠﻴﺔ ﻤﺴﺘﻤﺭﺓ ﺘﺘﻁﻠﺏ ﺠﻬﻭﺩﺍ ﻜﺒﻴﺭﺓ
ﻹﺩﺍﺭﺘﻬﺎ ﻭﺍﺴﺘﻐﻼﻝﻬﺎ ﺃﺤﺴﻥ ﺍﺴﺘﻐﻼل ،ﻭﻴﻤﻜﻥ ﺘﺠﺯﺌﺔ ﺘﻠﻙ ﺍﻝﻌﻤﻠﻴﺔ ﺇﻝﻰ):(2
-ﺍﻝﺘﻌﺭﻑ ﻋﻠﻰ ﻜﻴﻔﻴﺔ ﻗﻀﺎﺀ ﺍﻝﻭﻗﺕ ﻭﺍﺴﺘﺨﺩﺍﻡ ﺴﺠﻼﺕ ﺍﻝﻭﻗﺕ ﻝﻠﺤﺼﻭل ﻋﻠﻰ ﻤﻌﻠﻭﻤﺎﺕ ﺩﻗﻴﻘﺔ
ﻭﻭﺍﻀﺤﺔ.
-ﺘﺤﻠﻴل ﺴﺠﻼﺕ ﺍﻝﻭﻗﺕ ﻝﻠﺘﻌﺭﻑ ﻋﻠﻰ ﺍﻷﻨﺸﻁﺔ ﺍﻝﺘﻲ ﺘﺄﺨﺫ ﺍﻝﻜﺜﻴﺭ ﻤﻥ ﺍﻝﻭﻗﺕ ﺩﻭﻥ ﺃﻥ ﺘﺴﻬﻡ ﻓﻲ
ﺘﺤﻘﻴﻕ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﻤﺘﻭﻗﻌﺔ ﺒﺩﺭﺠﺔ ﺘﺘﻨﺎﺴﺏ ﻤﻊ ﻤﺎ ﺃﻨﻔﻕ ﻋﻠﻴﻬﺎ ﻤﻥ ﻭﻗﺕ.
-ﺍﻝﺘﺤﻠﻴل ﺍﻝﺫﺍﺘﻲ ﻭﻴﺘﻀﻤﻥ ﺘﻘﻴﻴﻡ ﺍﻝﻘﺩﺭﺍﺕ ﻭﻤﺎ ﻴﺴﺘﻁﻴﻊ ﺍﻝﻔﺭﺩ ﺍﻝﻘﻴﺎﻡ ﺒﻪ ﻤﻥ ﺃﻋﻤﺎل ﺨﻼل ﻓﺘﺭﺍﺕ
ﻤﺤﺩﺩﺓ.
-1-1-2ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل :ﻫﻲ ﺘﻠﻙ ﺍﻝﺴﺎﻋﺎﺕ ﺍﻝﺘﻲ ﻴﻘﻀﻴﻬﺎ ﺍﻝﻌﺎﻤل ﻓﻲ ﻋﻤﻠﻪ ﻭﻨﻤﻴﺯ ﺒﻴﻥ
ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﺭﺴﻤﻴﺔ ﺍﻝﺘﻲ ﻴﻨﺹ ﻋﻠﻴﻬﺎ ﺍﻝﻘﺎﻨﻭﻥ ﻭﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻔﻌﻠﻴﺔ ﺍﻝﺘﻲ ﻴﻘﻀﻴﻬﺎ ﺍﻝﻌﺎﻤل ﻓﻌﻼ ﻓﻲ
ﻋﻤﻠﻪ ﻓﻘﺩ ﺘﻜﻭﻥ ﺃﻗل ﺃﻭ ﺃﻜﺜﺭ ﻤﻥ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﺭﺴﻤﻴﺔ ،ﻝﺫﺍ ﻨﺠﺩ ﺍﻝﻤﺅﺴﺴﺎﺕ ﻭﻀﻤﻥ ﻨﻅﺎﻤﻬﺎ ﺍﻝﺩﺍﺨﻠﻲ
ﺘﺤﺩﺩ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﺘﻲ ﻴﻤﺎﺭﺱ ﻓﻴﻬﺎ ﺍﻝﻌﺎﻤل ﻨﺸﺎﻁﻪ ﺍﻝﻴﻭﻤﻲ ﻭﺍﻝﺘﻲ ﻴﺠﺏ ﺃﻥ ﻻ ﺘﺘﻌﺩﻯ ﺍﻝﺤﺩ ﺍﻝﻤﻌﻘﻭل
ﻝﻀﻤﺎﻥ ﺼﺤﺔ ﺠﻴﺩﺓ ﻝﻠﻌﻤﺎل ﻓﻜﻔﺎﺀﺓ ﻓﻲ ﺍﻝﻌﻤل.
ﺇﻥ ﺍﻹﺠﻬﺎﺩ ﻭﺍﻹﺭﻫﺎﻕ ﺍﻝﻨﺎﺘﺞ ﻋﻥ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻁﻭﻴﻠﺔ ﻴﻨﻌﻜﺱ ﺴﻠﺒﺎ ﻋﻠﻰ ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﻌﻨﻭﻴﺔ
ﻝﻠﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﺴﻭﺍﺀ ﻜﺎﻥ ﺍﻝﺠﻬﺩ ﻓﻜﺭﻴﺎ ﺃﻭ ﻋﻀﻠﻴﺎ ﻓﻜﻼﻫﻤﺎ ﻴﺨﻔﻀﺎﻥ ﻤﻥ ﻨﺴﺒﺔ ﺍﻝﺘﺭﻜﻴﺯ ﻓﻲ ﺍﻝﻌﻤل
ﻓﻴﺘﻀﺎﻋﻑ ﺍﻝﻤﻠل ﻭﺍﻝﺘﻌﺏ ،ﻓﺈﺫﺍ ﻝﻡ ﺘﺘﻭﻓﺭ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻤﻨﺎﺴﺒﺔ ﺃﺜﺭ ﺫﻝﻙ ﺴﻠﺒﺎ ﻋﻠﻰ ﻗﺩﺭﺓ ﺍﻝﻔﺭﺩ ﻭﻤﺩﻯ
ﺭﻏﺒﺘﻪ ﻓﻲ ﺍﻝﻌﻤل.
ﻓﻔﻲ ﺇﺤﺩﻯ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﻲ ﺘﻭﺼل ﺇﻝﻴﻬﺎ )ﺒﺭﻴﺴﻴﺭ (Presierﻝﺨﺼﺎﺌﺹ ﺍﻝﻌﻤل ،ﺍﺘﻀﺢ ﺘﻭﺍﺠﺩ
ﺍﺭﺘﺒﺎﻁ ﺒﻴﻥ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻭﻗﺩﺭﺓ ﺍﻷﻓﺭﺍﺩ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ،ﻓﻜﻠﻤﺎ ﻜﺎﻨﺕ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻤﻨﺎﺴﺒﺔ ﻜﻠﻤﺎ ﻜﺎﻥ
ﺍﻷﺩﺍﺀ ﻤﺭﺘﻔﻌﺎ ،ﻭﻜﻠﻤﺎ ﻜﺎﻨﺕ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻏﻴﺭ ﻤﻼﺌﻤﺔ ﻜﻠﻤﺎ ﺃﺜﺭ ﺫﻝﻙ ﺴﻠﺒﺎ ﻋل ﻗﺩﺭﺓ ﻭﺭﻏﺒﺔ ﺍﻝﻔﺭﺩ ﻓﻲ
ﺍﻝﻌﻤل) ،(3ﻭﻭﻓﻘﺎ ﻝﺫﻝﻙ ﻴﺒﻘﻰ ﺘﺤﺩﻴﺩ ﺤﺠﻡ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻤﻨﺎﺴﺒﺔ ﺍﻝﺴﺒﻴل ﻝﺘﺨﻁﻲ ﻜل ﺍﻝﻤﺸﺎﻜل ﺍﻝﺘﻲ
ﺘﺤﻭل ﺩﻭﻥ ﺒﻠﻭﻍ ﺍﻷﻫﺩﺍﻑ ﺍﻝﻤﺤﺩﺩﺓ.
-2-1-2ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ :ﻻ ﻴﻤﻜﻨﻨﺎ ﺍﻝﻘﻭل ﺃﻥ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻫﻲ ﺍﻝﻌﺎﻤل ﺍﻝﻭﺤﻴﺩ ﺍﻝﻤﺅﺜﺭ ﻓﻲ
)-(1ﻤﺤﺴﻥ ﺃﺤﻤﺩ ﺍﻝﺨﻀﻴﺭﻱ ،ﺍﻹﺩﺍﺭﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻝﻠﻭﻗﺕ ،ﺇﺘﺭﺍﻙ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻝﻘﺎﻫﺭﺓ ،2000 ،ﺹ.17:
)-(2ﺭﻋﺩ ﺤﺴﻥ ﺍﻝﺼﺭﻑ ،ﺇﺩﺍﺭﺓ ﺍﻝﻭﻗﺕ ،ﺩﺍﺭ ﺍﻝﺭﻀﺎ ﻝﻠﻨﺸﺭ ،ﺩﻤﺸﻕ ،ﺝ ،2000 ،1ﺹ.36:
)-(3ﻋﻤﺭ ﺴﺭﺍﺭ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.129:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺃﺩﺍﺀ ﺍﻷﻓﺭﺍﺩ ،ﻭﺇﻨﻤﺎ ﺍﻷﺴﺎﺱ ﻓﻴﻬﺎ ﺃﻥ ﺘﻨﻅﻡ ،ﻭﻨﻘﺼﺩ ﺒﺫﻝﻙ ﺍﺸﺘﻤﺎﻝﻬﺎ ﻋﻠﻰ ﻓﺘﺭﺍﺕ ﺍﻝﺭﺍﺤﺔ ﺍﻝﺘﻲ ﺘﻌﺩ ﺒﻤﺜﺎﺒﺔ
ﺍﻝﻭﻗﺕ ﺍﻝﺫﻱ ﺘﺴﺘﻌﺎﺩ ﻓﻴﻪ ﺍﻝﺤﻴﻭﻴﺔ ﻭﺍﻝﻨﺸﺎﻁ ،ﻓﻤﻌﺎﻝﺠﺔ ﺤﺎﻻﺕ ﺍﻝﺘﻭﺘﺭ ﺍﻝﻨﺎﺠﻤﺔ ﻋﻥ ﺍﻝﺘﺯﺍﻤﺎﺕ ﺍﻝﻌﻤل ﺘﺘﻡ
ﺒﺈﺘﺎﺤﺔ ﻓﺭﺹ ﻝﻠﺭﺍﺤﺔ ﺃﻴﻥ ﻴﻨﻘﻁﻊ ﺍﻝﻌﺎﻤل ﻋﻥ ﻋﻤﻠﻪ ﻭﺤﺘﻰ ﻋﻥ ﻤﺤﻴﻁﻪ ﻓﻴﺠﺩﺩ ﺒﺫﻝﻙ ﻨﺸﺎﻁﻪ ،ﻭﻻ ﻴﻘﺘﺼﺭ
ﺍﻷﻤﺭ ﻋﻠﻰ ﺍﻝﺭﺍﺤﺔ ﺍﻝﻴﻭﻤﻴﺔ ﺒل ﻴﺘﻌﺩﺍﻫﺎ ﻝﻴﺸﻤل ﺍﻝﺭﺍﺤﺔ ﺍﻷﺴﺒﻭﻋﻴﺔ ﻭﺍﻝﺴﻨﻭﻴﺔ.
ﻝﻘﺩ ﺃﺼﺒﺢ ﺘﺤﺩﻴﺩ ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ ﺍﻝﻴﻭﻤﻴﺔ ﺃﻜﺜﺭ ﻤﻥ ﻀﺭﻭﺭﺓ ﻤﻠﺤﺔ ،ﺍﻷﺴﺎﺱ ﻓﻲ ﺫﻝﻙ ﺍﻝﻤﺤﺎﻓﻅﺔ
ﻋﻠﻰ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺍﻝﻌﻨﺼﺭ ﺍﻝﻔﻌﺎل ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ،ﻜﻤﺎ ﺘﺤﺩ –ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ ﺍﻝﻴﻭﻤﻴﺔ -ﻤﻥ ﺒﻌﺽ
ﺍﻝﺴﻠﻭﻜﺎﺕ ﻏﻴﺭ ﺍﻝﻤﺭﻏﻭﺏ ﻓﻴﻬﺎ ﻜﺎﻝﻐﻴﺎﺏ ﻤﺜﻼ ﺃﻭ ﺘﺄﺨﻴﺭ ﺍﻝﻘﻴﺎﻡ ﺒﺎﻝﻤﻬﺎﻡ ﺍﻝﻤﻭﻜﻠﺔ ﻝﻠﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ
ﺫﻝﻙ ﻴﺘﺠﻨﺏ ﺍﻝﻔﺭﺩ ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل ﺍﻝﺘﻲ ﻗﺩ ﺘﻨﺠﻡ ﻨﺘﻴﺠﺔ ﺍﻹﺭﻫﺎﻕ ﺍﻝﺫﻱ ﻴﺼﻴﺒﻪ ﻭﻴﻌﺭﻗل ﺘﺭﻜﻴﺯﻩ ،ﻭﺍﻷﻜﺜﺭ
ﻤﻥ ﺫﻝﻙ ﺃﻥ ﻓﺘﺭﺍﺕ ﺍﻝﺭﺍﺤﺔ ﺘﺴﺎﻫﻡ ﻭﺒﺸﻜل ﻜﺒﻴﺭ ﻓﻲ ﺤﺴﻥ ﺃﺩﺍﺀ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﻭﻤﺎ ﺘﺠﺩﺭ ﺍﻹﺸﺎﺭﺓ ﺇﻝﻴﻪ ﺃﻨﻪ ﻤﻥ ﺍﻷﻓﺭﺍﺩ ﻤﻥ ﻴﻔﻀﻠﻭﻥ ﺍﻝﻌﻤل ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ ﺍﻷﺴﺒﻭﻋﻴﺔ ﻤﻘﺎﺒل
ﺍﻝﺘﻌﻭﻴﺽ ﺍﻝﻤﺎﺩﻱ ﺍﻝﺫﻱ ﻴﺘﻠﻘﻭﻨﻪ ﻷﺴﺒﺎﺏ ﻋﺩﺓ ﻗﺩ ﺘﻜﻭﻥ ﺃﻭﻝﻬﺎ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﻤﺜل ﺫﻝﻙ ﺍﻝﻌﺎﺌﺩ ،ﻭﻴﻜﻭﻥ ﺭﺍﺽ
ﻋﻥ ﺫﻝﻙ ،ﻝﻜﻥ ﺫﻝﻙ ﻻ ﻴﺴﺘﺒﻌﺩ ﺍﻵﺜﺎﺭ ﺍﻝﺴﻠﺒﻴﺔ ﻋﻠﻰ ﺼﺤﺘﻪ ،ﺃﻭﻻ ﻭﻋﻠﻰ ﺃﺩﺍﺌﻪ ﺜﺎﻨﻴﺎ ،ﻝﺫﺍ ﺍﺴﺘﺩﻋﻰ ﺍﻷﻤﺭ
ﻤﻥ ﺇﺩﺍﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﺃﻥ ﺘﺤﺴﻥ ﺍﻝﺘﻨﻅﻴﻡ ﻓﻲ ﻜل ﺍﻷﻤﻭﺭ ﺤﺘﻰ ﻻ ﺘﺤﺘﺎﺝ ﺇﻝﻰ ﺍﻝﻌﻤل ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ
ﺍﻷﺴﺒﻭﻋﻴﺔ.
ﻤﺎ ﻴﻤﻜﻨﻨﺎ ﻗﻭﻝﻪ ﺃﻥ ﺘﻭﻓﺭ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻤﻨﺎﺴﺒﺔ ﻭﺤﺴﻥ ﺘﻨﻅﻴﻤﻬﺎ ﻭﻨﻘﺼﺩ ﺒﺫﻝﻙ ﺘﻭﻓﺭﻫﺎ ﻋﻠﻰ
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ ﻝﻴﺱ ﻜﻔﻴﻼ ﺒﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ ،ﻓﻴﺒﻘﻰ ﺫﻝﻙ ﻤﺘﻭﻗﻑ ﻋﻠﻰ ﺍﻷﻫﻤﻴﺔ ﺍﻝﺘﻲ ﻴﻌﻁﻴﻬﺎ
ﻜل ﻓﺭﺩ ﻝﻭﻗﺕ ﺭﺍﺤﺘﻪ ﻓﻜﻠﻤﺎ ﻜﺎﻨﺕ ﻤﻨﺎﻓﻊ ﻭﻗﺕ ﺍﻝﺭﺍﺤﺔ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﻋﺎﻝﻴﺔ ،ﻜﻠﻤﺎ ﻜﺎﻥ ﺃﺜﺭ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل
ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﻜﺒﻴﺭﺍ ،ﻭﻜﻠﻤﺎ ﻜﺎﻨﺕ ﺃﻫﻤﻴﺔ ﺃﻭ ﻤﻨﺎﻓﻊ ﻭﻗﺕ ﺍﻝﺭﺍﺤﺔ ﻗﻠﻴﻠﺔ ﻜﻠﻤﺎ ﻜﺎﻥ ﺃﺜﺭ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻋﻠﻰ
ﺍﻝﺭﻀﺎ ﻤﺤﺩﻭﺩﺍ ،ﻗﺩ ﺘﺘﺴﺎﺀل ﻜﻴﻑ ﺫﻝﻙ؟
ﺇﻥ ﺍﻷﻓﺭﺍﺩ ﻭﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﻴﺨﺘﻠﻔﻭﻥ ﻋﻥ ﺒﻌﻀﻬﻡ ﻤﻥ ﺤﻴﺙ ﻗﺩﺭﺍﺘﻬﻡ ﻋﻠﻰ ﺍﻝﻌﻤل ،ﻓﻨﺠﺩ ﻤﻥ
ﻴﺭﻯ ﻓﻲ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺴﻬﻭﻝﺔ ﻓﻲ ﻤﺭﻭﺭﻫﺎ ،ﻭﺁﺨﺭ ﻴﺠﺩﻫﺎ ﻁﻭﻴﻠﺔ ﻭﻤﺭﻫﻘﺔ ﻝﻪ ﻭﻓﻲ ﺍﻝﺤﺎﻝﺘﻴﻥ ﺘﻨﻌﻜﺱ
ﻋﻠﻰ ﺍﻝﻤﻨﺎﻓﻊ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ.
-2-2ﺍﻹﻀﺎﺀﺓ :ﻗﺩ ﻴﺠﺩ ﺍﻝﻔﺭﺩ ﻓﻲ ﻤﺤﻴﻁ ﻋﻤﻠﻪ ﺍﻝﻔﻴﺯﻴﻘﻲ ﻤﺠﺎﻻ ﻝﻠﺭﻀﺎ ﺃﻭ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻜﻭﻥ
ﺫﻝﻙ ﺍﻝﻤﺤﻴﻁ ﻤﻔﺭﻭﺽ ﻋﻠﻰ ﺘﻭﺍﺠﺩ ﺍﻝﻔﺭﺩ ﻓﻴﻪ ﻭﺍﻝﺘﻜﻴﻑ ﻤﻊ ﻤﺎ ﻴﺸﺘﻤﻠﻪ ﻤﻥ ﻀﻭﺀ ﻭﺭﻁﻭﺒﺔ ﻭﺘﻬﻭﻴﺔ ،ﻓﺈﺫﺍ
ﺘﻡ ﺤﺴﻥ ﺘﻭﻓﻴﺭ ﺘﻠﻙ ﺍﻝﻌﻭﺍﻤل ﺒﻤﺎ ﻴﺘﻼﺀﻡ ﻭﻜل ﻅﺭﻑ ﺴﺎﻋﺩ ﺫﻝﻙ ﻋﻠﻰ ﺴﺭﻋﺔ ﺍﻝﺘﻜﻴﻑ ﻭﻤﻥ ﺜﻡ ﺍﻝﺭﻀﺎ
ﻋﻥ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﻭﻤﺤﺘﻭﻴﺎﺘﻪ ،ﻭﺍﻝﻌﻜﺱ ﻨﺠﺩﻩ ﻗﺎﺌﻡ ،ﻓﺈﺫﺍ ﻝﻡ ﺘﺭﺍﻉ ﺘﻠﻙ ﺍﻝﻌﻭﺍﻤل ﻭﻝﻡ ﺘﻀﺒﻁ ﻜﻤﺎ ﻴﻨﺒﻐﻲ
ﺍﺴﺘﺎﺀ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻭﻜﺎﻨﺕ ﺩﺭﺠﺔ ﺘﻜﻴﻔﻪ ﻤﻊ ﻤﺤﻴﻁ ﻋﻤﻠﻪ ﻤﻨﺨﻔﻀﺔ ،ﻭﺍﻷﻫﻡ ﻤﻥ ﺫﻝﻙ ﺍﻝﻤﺘﺎﻋﺏ
ﺍﻝﻤﺘﺭﺍﻜﻤﺔ ﻜل ﺴﺎﻋﺔ ﺘﻤﺭ ﻤﻥ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻭﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﻨﻬﺎﻴﺔ ﻋﻠﻰ ﺃﺩﺍﺀ ﺍﻝﻔﺭﺩ.
ﺇﻥ ﺍﻝﻔﺭﺩ ﺒﻤﻜﻭﻨﺎﺘﻪ ﺍﻝﻌﻀﻠﻴﺔ ،ﺍﻝﻌﺼﺒﻴﺔ ﻭﺍﻝﻨﻔﺴﻴﺔ ﻝﻪ ﺩﺭﺠﺔ ﻤﻌﻴﻨﺔ ﻤﻥ ﺍﻝﺘﺤﻤل ﻭﺘﺨﺘﻠﻑ ﻤﻥ ﻓﺭﺩ
ﻵﺨﺭ ﻓﻌﻠﻰ ﺇﺩﺍﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﺘﻭﻓﻴﺭ ﻤﺎ ﻝﺯﻡ ﻤﻥ ﺠﻌل ﻤﺤﻴﻁ ﺍﻝﻌﻤل ﺍﻵﻤﻥ ﻭﺍﻝﻤﺴﺎﻋﺩ ﻋﻠﻰ ﺍﻝﻌﻤل.
ﺃﻫﻡ ﻤﺎ ﻴﺤﺘﺎﺠﻪ ﺍﻝﻌﺎﻤل ﺍﻹﻀﺎﺀﺓ ﺍﻝﻤﻨﺎﺴﺒﺔ ﻝﺘﺄﺩﻴﺔ ﺍﻝﻌﻤل ﺒﺈﺘﻘﺎﻥ ،ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﻁﺒﻴﻌﻴﺔ ﺃﻭ
ﺍﺼﻁﻨﺎﻋﻴﺔ ،ﻭﻝﻌل ﺃﻭل ﺩﺭﺍﺴﺔ ﺘﻨﺎﻭﻝﺕ ﺘﺄﺜﻴﺭ ﺍﻹﻀﺎﺀﺓ ﻋﻠﻰ ﻤﺭﺩﻭﺩﻴﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺘﻠﻙ ﺍﻝﺘﻲ ﻗﺎﻡ ﺒﻬﺎ ﺇﻝﺘﻭﻥ
ﻤﺎﻴﻭ 1972ﻭﺠﻤﺎﻋﺔ ﻤﻥ ﺍﻷﺴﺎﺘﺫﺓ ﻭﺍﻝﺒﺎﺤﺜﻴﻥ ﻤﻥ ﺠﺎﻤﻌﺔ ﻫﺎﺭﻓﺎﺩ ﺒﻤﺼﺎﻨﻊ ﻫﺎﻭﺜﻭﺭﻥ ﻝﺸﺭﻜﺔ ﺇﻝﻜﺘﺭﻴﻙ
ﺒﺎﻝﻭﻻﻴﺎﺕ ﺍﻝﻤﺘﺤﺩﺓ ﺍﻷﻤﺭﻴﻜﻴﺔ ،ﻭﻝﻴﺱ ﻤﻥ ﺍﻝﺴﻬل ﺍﻝﺤﻜﻡ ﻋﻠﻰ ﺘﻭﻓﺭ ﺇﻀﺎﺀﺓ ﻤﻨﺎﺴﺒﺔ ﻤﻥ ﻋﺩﻤﻪ ،ﻓﻬﻲ
ﺘﺘﻁﻠﺏ ﺘﺼﻤﻴﻡ ﻨﻅﺎﻡ ﺴﻠﻴﻡ ﻝﻬﺎ ﻴﻌﻬﺩ ﺒﻪ ﺇﻝﻰ ﻤﺘﺨﺼﺼﻴﻥ ﻝﺩﺭﺍﺴﺔ ﻤﻘﺩﺍﺭ ﺍﻹﻀﺎﺀﺓ ﺍﻝﻼﺯﻤﺔ ﻝﻜل ﻨﻭﻉ ﻤﻥ
ﺍﻷﻋﻤﺎل.
ﺇﻥ ﺘﻭﻓﻴﺭ ﺍﻹﻀﺎﺀﺓ ﺍﻝﻤﻨﺎﺴﺒﺔ ﻴﺤﻔﺯ ﺍﻝﻌﺎﻤل ﻋﻠﻰ ﺍﻝﺒﺩل ﻭﺍﻝﻌﻁﺎﺀ ﺒﻜل ﺭﺍﺤﺔ ﻤﻤﺎ ﻴﺯﻴﺩ ﻤﻥ
ﺇﻨﺘﺎﺠﻴﺘﻪ ،ﻜﻤﺎ ﻝﻬﺎ ﺩﻭﺭ ﻓﻲ ﺍﻝﺘﻘﻠﻴل ﻤﻥ ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل »ﻓﻠﻘﺩ ﺃﺜﺒﺘﺕ ﺍﻷﺒﺤﺎﺙ ﺃﻨﻪ ﻤﻥ ﺒﻴﻥ 81ﺃﻝﻑ ﺤﺎﺩﺙ
ﺼﻨﺎﻋﻲ ﺒﺸﺭﻜﺔ ﺍﻝﺘﺄﻤﻴﻨﺎﺕ ﺍﻷﻤﺭﻴﻜﻴﺔ ،ﺘﺒﻴﻥ ﺃﻥ %23,8ﻜﺎﻨﺕ ﻨﺘﻴﺠﺔ ﻝﻌﺩﻡ ﻜﻔﺎﻴﺔ ﺍﻹﻀﺎﺀﺓ«).(1
ﻭﻴﺫﻜﺭ ﺍﻝﻘﺎﺩﺓ ﻓﻲ ﻤﻴﺩﺍﻥ ﺍﻝﺼﻨﺎﻋﺔ ﺃﻥ ﺠﺯ ﺀ ﻜﺒﻴﺭﺍ ﻤﻥ ﺍﻝﻔﻭﺍﺌﺩ ﺍﻵﺘﻲ ﺫﻜﺭﻫﺎ ﺃﺴﺎﺴﻬﺎ ﺍﻹﻀﺎﺀﺓ
)-(1ﻤﺤﻤﻭﺩ ﻋﺒﺩ ﺍﻝﻤﻭﻝﻰ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﻓﻲ ﻤﻴﺩﺍﻥ ﺍﻝﻌﻤل ﺍﻝﺼﻨﺎﻋﻲ ،ﺍﻝﺩﺍﺭ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻜﺘﺎﺏ ،ﺍﻝﻘﺎﻫﺭﺓ ،1984 ،ﺹ120:
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺍﻝﺠﻴﺩﺓ):(1
-ﺯﻴﺎﺩﺓ ﺍﻹﻨﺘﺎﺝ ﻭﺘﺨﻔﻴﺽ ﺍﻝﺘﻜﺎﻝﻴﻑ.
-ﺍﻝﺘﺩﻗﻴﻕ ﻓﻲ ﺍﻝﻌﻤل ﻭﻤﺎ ﻴﺼﺎﺤﺒﻪ ﻤﻥ ﺠﻭﺩﺓ ﻤﺭﺘﻔﻌﺔ.
-ﻨﻅﺎﻓﺔ ﺍﻝﻤﻜﺎﻥ ﺒﺎﻝﺸﻜل ﺍﻝﻤﺤﺒﺫ ﻝﺩﻯ ﺍﻷﻓﺭﺍﺩ.
-ﺴﻬﻭﻝﺔ ﺍﻝﺭﺅﻴﺎ ﺍﻝﻤﺴﺎﻋﺩﺓ ﻓﻲ ﺇﻁﺎﻝﺔ ﺍﻝﻔﺘﺭﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ ﻝﻜﺒﺎﺭ ﺍﻝﺴﻥ ﻤﻥ ﺍﻝﻌﻤﺎل.
-ﺍﻝﺘﻘﻠﻴل ﻤﻥ ﺍﻹﺠﻬﺎﺩ ﺍﻝﺒﺼﺭﻱ ﻝﻜﺎﻓﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ.
-ﺍﻨﺨﻔﺎﺽ ﻤﻌﺩﻻﺕ ﺍﻷﻋﻤﺎل ﺍﻝﺘﺎﻝﻔﺔ.
ﻓﻜﻠﻤﺎ ﻜﺎﻥ ﺍﻻﻋﺘﻨﺎﺀ ﺒﻬﺫﺍ ﺍﻝﺠﺎﻨﺏ ﺃﻜﺒﺭ ،ﻜﺎﻨﺕ ﺩﺭﺠﺔ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻤﺭﺘﻔﻌﺔ ﻭﺃﺩﺍﺀﻩ ﺃﻓﻀل.
ﻭﻜﻭﻥ ﺍﻝﻭﻗﺎﻴﺔ ﺨﻴﺭ ﻤﻥ ﺍﻝﻌﻼﺝ ﻭﺠﺏ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺇﻝﻰ ﺠﺎﻨﺏ ﺫﻝﻙ ﺘﻭﻓﻴﺭ ﻭﺴﺎﺌل ﺍﻷﻤﻥ
ﻭﺍﻝﺼﺤﺔ ﻭﺘﻭﻋﻴﺔ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﻀﺭﻭﺭﺓ ﺍﻗﺘﻨﺎﺌﻬﺎ ﺤﻔﺎﻅﺎ ﻋﻠﻰ ﺴﻤﻌﻬﻡ ﺨﺎﺼﺔ ﻭﺼﺤﺘﻬﻡ ﻋﺎﻤﺔ ،ﻭﺫﻝﻙ ﻋﻨﺩ
ﺍﻝﻀﺭﻭﺭﺓ ﻭﺤﺴﺏ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺴﺎﺌﺩﺓ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ،ﻓﻴﺤﻘﻕ ﺒﺫﻝﻙ ﺭﻀﺎﻫﻡ ﻭﻴﺘﺤﺴﻥ ﺃﺩﺍﺀﻫﻡ.
-4-2ﺍﻝﺭﻁﻭﺒﺔ ﻭﺍﻝﺤﺭﺍﺭﺓ:
ﺘﺅﺜﺭ ﺩﺭﺠﺔ ﺍﻝﺤﺭﺍﺭﺓ ﻓﻲ ﺃﺩﺍﺀ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻓﺈﺫﺍ ﺘﻨﺎﺴﺒﺕ ﻤﻌﻬﻡ ﻜﺎﻥ ﺍﻷﺩﺍﺀ ﺠﻴﺩﺍ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ
ﻨﺠﺩ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل ﺘﻔﺭﺽ ﺍﻝﺤﺭﺍﺭﺓ ﺍﻝﻤﺭﺘﻔﻌﺔ ﻜﺎﻝﻌﻤل ﺒﺎﻷﻓﺭﺍﻥ ﻤﺜﻼ ،ﻭﻓﻲ ﺫﻝﻙ ﺘﺘﺒﻊ ﻁﺭﻕ ﻝﺘﺠﺩﻴﺩ
ﺍﻝﻬﻭﺍﺀ ﺘﺴﻤﺢ ﺒﺘﺒﺨﺭ ﺍﻝﻌﺭﻕ ﻭﺍﻨﺨﻔﺎﺽ ﺩﺭﺠﺔ ﺤﺭﺍﺭﺓ ﺍﻝﺠﺴﻡ ،ﻭﻤﺎ ﻴﻘﺎﺱ ﻋﻠﻰ ﺍﻝﺤﺭﺍﺭﺓ ﻴﻘﺎﺱ ﻋﻠﻰ
ﺍﻝﺒﺭﻭﺩﺓ ﻭﺤﺴﺏ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل ،ﻓﺎﻝﻌﻤل ﺒﺎﻷﻗﺴﺎﻡ ﺍﻹﺩﺍﺭﻴﺔ ﻴﺴﻤﺢ ﺒﺘﻭﻓﻴﺭ ﺍﻝﺘﺩﻓﺌﺔ ﺍﻝﻀﺭﻭﺭﻴﺔ ،ﺃﻤﺎ ﺃﻤﺎﻜﻥ
ﺍﻝﻌﻤل ﺨﺎﺭﺝ ﺍﻷﻗﺴﺎﻡ ﻴﺠﺒﺭ ﺍﻝﻌﺎﻤل ﻋﻠﻰ ﺘﺤﻤل ﺍﻝﺒﺭﺩ.
ﻭﺃﻤﺎﻡ ﻨﺴﺒﻴﺔ ﻀﺒﻁ ﺩﺭﺠﺔ ﺍﻝﺤﺭﺍﺭﺓ ﻭﺍﻝﺒﺭﻭﺩﺓ ﺍﻝﺘﻲ ﺘﻌﻭﺩ ﻝﻌﻭﺍﻤل ﻋﺩﺓ ﺃﻭﻝﻬﺎ ﻁﺒﻴﻌﺔ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل
)-(1ﻋﺒﺩ ﺍﻝﻐﻔﻭﺭ ﻴﻭﻨﺱ ،ﺍﻝﺘﻨﻅﻴﻡ ﺍﻝﺼﻨﺎﻋﻲ ﻭﺇﺩﺍﺭﺓ ﺍﻹﻨﺘﺎﺝ ،ﺍﻝﻤﻜﺘﺏ ﺍﻝﻌﺭﺒﻲ ﺍﻝﺤﺩﻴﺙ ،ﺍﻝﻘﺎﻫﺭﺓ ،ﺩﻭﻥ ﺴﻨﺔ ،ﺹ.155 :
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻭﺜﺎﻨﻴﻬﺎ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل ،ﺘﺤﺎﻭل ﺍﻝﻤﺅﺴﺴﺔ ﻀﺒﻁ ﻤﺎ ﺃﻤﻜﻥ ﻤﻥ ﺩﺭﺠﺘﻲ ﺍﻝﺤﺭﺍﺭﺓ ﻭﺍﻝﺒﺭﻭﺩﺓ ﺤﺘﻰ ﺘﺭﻀﻲ
ﺍﻝﻌﺎﻤل.
ﺍﻝﺨﻼﺼﺔ:
ﺍﻝﻔﺭﺩ ﺒﻤﺨﺘﻠﻑ ﺨﺼﺎﺌﺼﻪ ﺍﻝﺠﺴﺩﻴﺔ ﻭﺍﻝﻨﻔﺴﻴﺔ ﻴﺘﺄﺜﺭ ﺒﻌﻭﺍﻤل ﻋﺩﺓ ﻝﻬﺎ ﺩﻭﺭ ﻓﻲ ﺘﺤﻘﻴﻕ ﺭﻀﺎﻩ ﻋﻥ
ﺍﻝﻌﻤل ،ﻓﻬﺫﺍ ﻤﺎ ﻝﻤﺴﻨﺎﻩ ﻓﻲ ﻋﺭﻀﻨﺎ ﻝﻠﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ.
ﻝﻘﺩ ﺃﻤﻠﺕ ﻝﻨﺎ ﺍﻝﻁﺒﻴﻌﺔ ﺍﻝﺒﺸﺭﻴﺔ ﻝﻠﻔﺭﺩ ﻀﺭﻭﺭﺓ ﺍﻝﺒﺩﺀ ﺒﺎﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﺨﺎﺼﺔ
ﺒﺎﻝﻔﺭﺩ ﺃﻭ ﺒﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ،ﻓﺎﻝﺤﺎﺠﺎﺕ ﺍﻝﺒﻴﻭﻝﻭﺠﻴﺔ ﻜﺎﻷﻜل ﻭﺍﻝﺸﺭﺏ ﺇﺸﺒﺎﻋﻬﺎ ﻤﺸﺭﻭﻁ ﻝﻠﺘﻭﺍﺯﻥ ﺍﻝﺠﺴﺩﻱ
ﻭﻻ ﺘﻘل ﺃﻫﻤﻴﺔ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻨﻔﺴﻴﺔ ﻜﺎﻷﻤﻥ ﺍﻝﻨﻔﺴﻲ ﻤﺜﻼ ﺃﻫﻤﻴﺔ ﻋﻥ ﺍﻷﻭﻝﻰ ﻜﻭﻥ ﺇﺸﺒﺎﻋﻬﺎ ﻀﺭﻭﺭﻱ ﻝﺤﻔﻅ
ﺍﻝﺘﻭﺍﺯﻥ ﺍﻝﻨﻔﺴﻲ ،ﻤﻥ ﻫﺫﺍ ﺍﻝﻤﻨﻁﻠﻕ ﻨﻠﻤﺱ ﺤﺘﻤﻴﺔ ﺇﺸﺒﺎﻋﻬﺎ ﻹﺤﺩﺍﺙ ﺍﻝﺘﻭﺍﺯﻥ ﺍﻝﻜﻠﻲ ﻓﺎﻝﺸﻌﻭﺭ ﺒﺎﻝﺭﻀﺎ.
ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﻗﺩﺭﺍﺕ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺘﺒﺎﻴﻨﺔ ﻭﺘﺩﺭﺝ ﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻬﻡ ﻴﺒﺭﺯ ﻝﻨﺎ ﻤﺩﻯ ﻤﺴﺎﻫﻤﺔ ﺫﻝﻙ ﻓﻲ
ﺨﻠﻕ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﻓﺒﺘﻭﺍﻓﻕ ﻗﺩﺭﺍﺕ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻤﻊ ﺍﻝﻤﻬﺎﻡ ﺍﻝﻤﻭﻜﻠﺔ ﺇﻝﻴﻪ ﻤﻥ ﺠﻬﺔ
ﻭﺘﻭﺍﺯﻥ ﻤﺴﺘﻭﻯ ﻁﻤﻭﺤﻪ ﻤﻊ ﺃﺩﺍﺌﻪ ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﺴﺎﻫﻡ ﺫﻝﻙ ﻓﻲ ﺭﻀﺎﻩ ﻋﻥ ﻋﻤﻠﻪ.
ﻭﻤﻤﺎ ﻻ ﻴﺴﺘﺒﻌﺩ ﺃﻤﺭﻩ ﻭﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﺍﻷﺠﺭ ﺒﻤﺨﺘﻠﻑ ﻤﻠﺤﻘﺎﺘﻪ ﺍﻝﻤﺎﺩﻴﺔ ﺫﺍ ﺃﻫﻤﻴﺔ ﻷﻱ ﻓﺭﺩ ﺴﻭﺍﺀ
ﻹﺸﺒﺎﻉ ﺤﺎﺠﺎﺘﻪ ﺍﻷﻭﻝﻴﺔ ﺍﻝﻤﻁﻠﻭﺒﺔ ﺒﺎﺴﺘﻤﺭﺍﺭ ﺃﻭ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻷﺨﺭﻯ ﻜﺘﺤﺴﻴﻥ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻻﺠﺘﻤﺎﻋﻲ
ﻭﺍﺤﺘﻼل ﺍﻝﻤﻜﺎﻨﺔ ﺍﻝﻼﺌﻘﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻤﺠﺘﻤﻊ ﻜﻜل ،ﻓﻘﺩ ﻴﺭﻀﻰ ﺍﻝﻔﺭﺩ ﻋﻥ ﺃﺠﺭﻩ ﻜﻤﺎ ﻗﺩ ﻻ
ﻴﺭﺽ ﻋﻨﻪ ﻷﺴﺒﺎﺏ ﺘﻌﺩﺩﺕ ﻭﺘﺒﺎﻴﻨﺕ ،ﻓﻲ ﻤﻘﺩﻤﺘﻬﺎ ﺘﻨﺎﻤﻲ ﺍﻝﺤﺎﺠﺎﺕ ﺒﺎﺴﺘﻤﺭﺍﺭ ،ﻓﺈﻝﻰ ﻫﺫﺍ ﺍﻝﺤﺩ ﻻ ﻴﻤﻜﻥ
ﺍﻝﺤﻜﻡ ﺒﺼﻔﺔ ﻤﻁﻠﻘﺔ ﻋﻠﻰ ﺘﺄﺜﻴﺭ ﺍﻷﺠﺭ ﻓﻲ ﺭﻀﺎ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻓﺒﺎﻝﺘﺯﺍﻤﻥ ﻤﻊ ﺍﻝﻤﺴﺘﺠﺩﺍﺕ ﻋﻠﻰ ﻤﺴﺘﻭﻯ
ﺍﻝﻔﺭﺩ ﻭﻤﺩﻯ ﻤﺴﺎﻫﻤﺘﻪ ﻓﻲ ﺨﻠﻕ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﻀﺎﻓﺔ ،ﻅﻬﺭﺕ ﻨﻅﺭﺓ ﺠﺩﻴﺩﺓ ﺘﻬﺘﻡ ﺒﺎﻝﺠﺎﻨﺏ ﺍﻝﻤﻌﻨﻭﻱ ﻝﺩﻯ
ﺍﻷﻓﺭﺍﺩ ،ﺫﻝﻙ ﺍﻝﺠﺎﻨﺏ ﺍﻝﺫﻱ ﺃﻫﻤل ﻜﺜﻴﺭﺍ ﺒﺎﻝﺭﻏﻡ ﻤﻥ ﺼﻠﺘﻪ ﺍﻝﻭﻁﻴﺩﺓ ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻓﺎﻻﺘﺼﺎل
ﺒﻤﺨﺘﻠﻑ ﺃﻨﻭﺍﻋﻪ ﺍﻝﺭﺴﻤﻲ ﺫﺍ ﺍﻝﻁﺎﺒﻊ ﺍﻝﻘﺎﻨﻭﻨﻲ ﻭﻏﻴﺭ ﺍﻝﺭﺴﻤﻲ ﺫﺍ ﺍﻝﻁﺎﺒﻊ ﺍﻹﻨﺴﺎﻨﻲ ،ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل
ﻭﺍﻹﺸﺭﺍﻑ ﻜﻠﻬﺎ ﻋﻭﺍﻤل ﻤﺘﻌﻠﻘﺔ ﺒﻁﺒﻴﻌﺔ ﺍﻝﻌﻤل ﻴﺘﻌﺎﻴﺵ ﻤﻌﻬﺎ ﺍﻷﻓﺭﺍﺩ ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﺘﺴﺎﻫﻡ ﻓﻲ ﺍﻝﺭﻓﻊ
ﻤﻥ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﻬﻡ ،ﻓﺒﺘﺒﻨﻲ ﺴﻴﺎﺴﺔ ﺍﺘﺼﺎل ﺭﺴﻤﻴﺔ ﻗﺎﺌﻤﺔ ﻋﻠﻰ ﻤﺒﺎﺩﺉ ﻋﻠﻤﻴﺔ ﻭﻤﻭﻀﻭﻋﻴﺔ ﻴﺴﻬل
ﺘﺤﻘﻴﻕ ﺍﻝﻬﺩﻑ ﺍﻝﻤﻨﺸﻭﺩ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ﺍﻝﻌﻼﻗﺎﺕ ﻏﻴﺭ ﺍﻝﺭﺴﻤﻴﺔ ﺍﻝﺘﻲ ﺃﻭﺠﺩﺘﻬﺎ ﻁﺒﻴﻌﺔ ﺍﻝﻔﺭﺩ ﺍﻹﻨﺴﺎﻨﻴﺔ
ﻤﻤﺎ ﻴﺨﻠﻕ ﺠﻭﺍ ﺍﺠﺘﻤﺎﻋﻴﺎ ﻴﺴﻭﺩﻩ ﺍﻝﺘﻔﺎﻫﻡ ﻭﻴﺴﺎﻋﺩ ﻋﻠﻰ ﺘﻤﺎﺴﻙ ﺍﻝﺠﻤﺎﻋﺔ ﺍﻝﺘﻲ ﻴﻨﺘﻤﻲ ﺇﻝﻴﻬﺎ ،ﻭﻴﺒﻘﻰ ﺩﻭﺭ
ﺍﻝﻤﺸﺭﻑ ﻓﻲ ﺇﺭﻀﺎﺀ ﻤﺭﺅﻭﺴﻴﻪ ﻤﺘﻭﻗﻑ ﻋﻠﻰ ﻤﺩﻯ ﺍﺤﺘﻜﺎﻜﻪ ﺒﻬﻡ ﻭﻁﺭﻴﻘﺔ ﻤﻌﺎﻤﻠﺘﻪ ﻝﻬﻡ.
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﻴﻤﺎﺭﺱ ﺍﻝﻔﺭﺩ ﻨﺸﺎﻁﻪ ﺍﻝﻴﻭﻤﻲ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻗﺩ ﺘﻭﻓﺭ ﻝﻪ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻤﻼﺌﻤﺔ ﻭﻗﺩ ﻻ ﺘﻭﻓﺭﻫﺎ،
ﻓﺎﻝﻔﺭﺩ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﻅﺭﻭﻑ ﻓﻴﺯﻴﻘﻴﺔ ﻤﺴﺎﻋﺩﺓ ﻋﻠﻰ ﺍﻝﻌﻤل ﻜﺎﻹﻀﺎﺀﺓ ،ﺍﻝﺘﻬﻭﻴﺔ...ﺍﻝﺘﻲ ﺘﻭﻓﺭ ﻝﻪ ﺼﺤﺔ
ﺠﺴﺩﻴﺔ ﻭﻨﻔﺴﻴﺔ ﺠﻴﺩﺓ ،ﺍﻝﺘﻲ ﺒﺩﻭﺭﻫﺎ ﺘﺘﺄﺜﺭ ﺒﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻭﻤﺩﻯ ﺘﻨﻅﻴﻤﻬﺎ ،ﻓﻼ ﻴﺠﺏ ﺃﻥ ﺘﺘﻌﺩﻯ ﺍﻝﺤﺩ
ﺍﻝﻤﻌﻘﻭل ﻜﻤﺎ ﻴﻨﺒﻐﻲ ﺃﻥ ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﻓﺘﺭﺍﺕ ﺍﻝﺭﺍﺤﺔ ﺍﻝﺘﻲ ﺘﻌﺩ ﺒﻤﺜﺎﺒﺔ ﻓﺘﺭﺓ ﺘﺠﺩﻴﺩ ﺍﻝﻨﺸﺎﻁ.
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
ﺍﻟﻔﺼﻞ ﺍﻟﺜﺎﻟﺚ...................................................................................................... :ﺍﻟﻌﻮﺍﻣﻞ ﺍﻟﻤﺆﺛﺮﺓ ﻓﻲ ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ
)*()(1
)*(-
)-(1
ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ:
ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ
ﺑﺎﻷﺩﺍﺀ
ﺍﻨﻁﻼﻗﺎ ﻤﻥ ﻜﻭﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﺤﺩ ﺃﻫﻡ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺩﺍﻝﺔ ﻋﻠﻰ ﻓﻌﺎﻝﻴﺔ ﺍﻝﻤﺅﺴﺴﺔ ﺃﺼﺒﺢ ﻤﻥ
ﺍﻝﻀﺭﻭﺭﻱ ﻗﻴﺎﺴﻪ ﻭﺘﻘﻴﻴﻡ ﻤﺴﺘﻭﻴﺎﺘﻪ ،ﻭﻫﺫﺍ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻜل ﻤﺅﺸﺭ ﻤﻥ ﻤﺅﺸﺭﺍﺘﻪ.
ﻝﻘﺩ ﺘﻌﺩﺩﺕ ﺃﺴﺎﻝﻴﺏ ﻭﻁﺭﻕ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﻨﺠﺩ ﻤﻥ ﺍﻝﻁﺭﻕ ﻤﺎ ﻫﻭ ﺫﺍﺘﻲ ﻴﻌﺘﻤﺩ ﻋﻠﻰ
ﺍﻻﺴﺘﻤﺎﺭﺍﺕ ﺍﻝﻐﺎﻴﺔ ﻤﻨﻬﺎ ﺇﺒﺭﺍﺯ ﺩﺭﺠﺔ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻋﻤﻠﻪ ،ﻭﻤﺎ ﻫﻭ ﻤﻭﻀﻭﻋﻲ ﻜﺎﻋﺘﻤﺎﺩ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ
ﻭﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل.
ﺇﻥ ﻤﺜل ﻫﺫﻩ ﺍﻹﺠﺭﺍﺀﺍﺕ ﻫﺎﻤﺔ ﺒﺎﻝﻨﺴﺒﺔ ﻷﻱ ﻤﺅﺴﺴﺔ ،ﺇﺫ ﺘﻀﻁﻠﻊ ﺒﻬﺎ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺭﻀﺎ ﺃﻓﺭﺍﺩﻫﺎ
ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻭﺘﺒﻴﺎﻥ -ﺇﻝﻰ ﺤﺩ ﺒﻌﻴﺩ -ﺍﻝﺨﻠل ﻭﻤﻌﺎﻝﺠﺘﻪ ،ﻭﺍﻷﻜﺜﺭ ﻤﻥ ﺫﻝﻙ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺫﻭ ﻋﻼﻗﺔ
ﺒﺎﻷﺩﺍﺀ ،ﻓﺄﻱ ﻤﺅﺴﺴﺔ ﺘﺭﻏﺏ ﻓﻲ ﺍﻷﺩﺍﺀ ﺍﻝﺠﻴﺩ ،ﻭﻤﻥ ﺜﻡ ﻓﻬﻲ ﻤﻁﺎﻝﺒﺔ ﺒﺘﻭﻓﻴﺭ ﻜل ﻤﺎ ﻤﻥ ﺸﺄﻨﻪ ﺃﻥ ﻴﺤﺩﺙ
ﺭﻀﺎ ﻋﻤﺎﻝﻬﺎ.
-110-
ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻓﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﺤﺩ ﺃﻫﻡ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺍﻝﺘﻲ ﻴﻨﺒﻐﻲ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ ﺇﺩﺭﺍﻙ ﺃﻫﻤﻴﺔ ﺩﻭﺭﻫﺎ ﻓﻲ ﺘﺤﻘﻴﻕ
ﻓﻌﺎﻝﻴﺘﻬﺎ ،ﻭﺇﻥ ﻜﺎﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺤﺎﻝﺔ ﻨﻔﺴﻴﺔ ،ﻫﺫﺍ ﻻ ﻴﺴﺘﺒﻌﺩ ﺇﻤﻜﺎﻨﻴﺔ ﺍﻻﺴﺘﺩﻻل ﻋﻠﻴﻪ ﻤﻥ ﺨﻼل
ﻤﻅﺎﻫﺭ ﺘﺸﻜل ﻤﺎ ﻴﻌﺭﻑ ﺒﻤﺅﺸﺭﺍﺕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻘﺎﺒﻠﺔ ﻝﻠﻘﻴﺎﺱ.
-ﺍﺭﺘﻔﺎﻉ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺠﺭﺍﺀ ﻤﺤﺎﻭﻝﺔ ﺍﻝﻤﺅﺴﺴﺔ ﺘﻐﻁﻴﺔ ﺍﻝﻌﺠﺯ ﺍﻝﺫﻱ ﻴﺤﺼل ﺇﺜﺭ ﺘﺠﺴﺩ ﺃﺤﺩ ﺍﻝﻅﻭﺍﻫﺭ
ﺍﻝﺴﺎﺒﻘﺔ ﻤﻤﺎ ﻴﺅﺩﻱ ﺇﻝﻰ ﺍﺭﺘﻔﺎﻉ ﺍﻝﺘﻜﺎﻝﻴﻑ.
ﻭﺘﻌﺩ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺍﻝﻨﺎﺘﺠﺔ ﻋﻥ ﺤﺎﻝﺔ ﻋﺩﻡ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﺘﻜﺎﻝﻴﻑ ﺨﻔﻴﺔ ﺘﺘﺤﻤﻠﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺘﺅﺜﺭ
ﻋﻠﻴﻬﺎ ﺒﺸﻜل ﺴﻠﺒﻲ ،ﻝﺫﺍ ﻴﺠﺏ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ ﺘﺩﺍﺭﻙ ﺍﻷﻤﺭ ﻭﺒﺫل ﺍﻝﺠﻬﺩ ﻓﻲ ﺴﺒﻴل ﺘﺤﻘﻴﻕ ﺭﻀﺎ ﺃﻓﺭﺍﺩﻫﺎ
ﻝﻠﺤﺩ -ﻤﺎ ﺃﻤﻜﻥ -ﻤﻥ ﺘﺭﺍﻜﻡ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺍﻝﺨﻔﻴﺔ ،ﻭﺘﻔﺎﺩﻱ ﺍﻝﻤﻅﺎﻫﺭ ﺍﻝﺴﻠﻭﻜﻴﺔ ﺍﻝﻨﺎﺘﺠﺔ ﻋﻥ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ
ﻭﺍﻝﻤﺘﻤﺜﻠﺔ ﻓﻲ:
-ﺍﻝﻭﺼﻭل ﺍﻝﻤﺘﺄﺨﺭ ﻭﺍﻝﻤﺘﻜﺭﺭ ﺇﻝﻰ ﻤﻜﺎﻥ ﺍﻝﻌﻤل.
-ﺘﺩﻫﻭﺭ ﺍﻹﻨﺘﺎﺠﻴﺔ.
-ﺍﻝﺘﻤﺎﺭﺽ ﻝﺘﺴﻬﻴل ﻋﻤﻠﻴﺔ ﺍﻝﻐﻴﺎﺏ.
)-(1ﺯﻴﻥ ﺍﻝﺩﻴﻥ ﻀﻴﺎﻑ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﺸﺭﺍﻓﻲ ﻭﻋﻼﻗﺘﻪ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻓﻲ ﺍﻝﺘﻨﻅﻴﻡ ﺍﻝﺼﻨﺎﻋﻲ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ
ﺍﻝﻨﻔﺱ ﺍﻝﻌﻤل ،ﻗﺴﻡ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﻭﺍﻝﻌﻠﻭﻡ ﺍﻝﺘﺭﺒﻭﻴﺔ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ ،2000 ،ﺹ.77:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻭﻨﻅﺭﺍ ﻷﻫﻤﻴﺔ ﻫﺫﻩ ﺍﻝﻤﺅﺸﺭﺍﺕ ﻨﺤﺎﻭل ﺘﺤﻠﻴل ﻜل ﻤﺅﺸﺭ ﻋﻠﻰ ﺤﺩﻯ ﻭﺇﺒﺭﺍﺯ ﺩﺭﺠﺔ ﺍﻝﺘﻜﺎﻤل ﻓﻴﻤﺎ
ﺒﻴﻨﻬﺎ ،ﺃﻱ ﻤﺩﻯ ﺍﻋﺘﻤﺎﺩﻫﺎ ﻜﻤﺅﺸﺭﺍﺕ ﺃﺴﺎﺴﻴﺔ ﺩﺍﻝﺔ ﻋﻠﻰ ﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻔﺭﺩ.
-1-1ﺍﻝﺘﻤﺎﺭﺽ:
ﺇﻥ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺘﺨﻠﻕ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﻨﻭﻉ ﻤﻥ ﺍﻝﺘﻭﺘﺭ ﻭﺍﻝﻘﻠﻕ ،ﻓﻤﻥ ﺃﺠل ﺍﻝﺘﺨﻠﺹ ﻤﻥ ﻋﻤل
ﻏﻴﺭ ﺭﺍﺽ ﻋﻨﻪ ،ﻴﻠﺠﺄ ﺍﻝﻔﺭﺩ ﺇﻝﻰ ﻅﺎﻫﺭﺓ ﺍﻝﺘﻤﺎﺭﺽ ﻭﺘﻌﻨﻲ ﻝﻨﺎ ﺇﻅﻬﺎﺭ ﺍﻝﻔﺭﺩ ﻨﻔﺴﻪ ﻓﻲ ﺤﺎﻝﺔ ﻤﺭﺽ
ﻭﻴﻼﺤﻅ ﺫﻝﻙ ﻤﻥ ﺨﻼل ﺍﻝﺘﺭﺩﺩ ﺍﻝﻤﺴﺘﻤﺭ ﻋﻠﻰ ﻋﻴﺎﺩﺓ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﻫﺫﺍ ﺍﻝﺴﻠﻭﻙ ﻤﺎ ﻫﻭ ﺇﻻ ﺘﻌﺒﻴﺭ ﻋﻥ
ﻤﺸﺎﻜل ﻓﻲ ﺍﻝﻌﻤل ﻭﺍﻝﻤﻠل ﻤﻥ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻤﺤﻴﻁﺔ ﺒﻪ.
-2-1ﻜﺜﺭﺓ ﺍﻝﺸﻜﺎﻭﻱ:
ﺇﻥ ﺍﻻﺴﺘﻴﺎﺀ ﻤﻥ ﻁﺭﻕ ﺍﻝﻤﻌﺎﻤﻠﺔ ﺃﻭ ﺍﻝﻅﺭﻭﻑ ﺍﻝﻤﺤﻴﻁﺔ ﺒﺎﻝﻌﻤل ﺘﺩﻓﻊ ﺒﺎﻝﻌﺎﻤﻠﻴﻥ ﺍﻝﻤﺴﺘﺎﺌﻴﻥ ﺇﻝﻰ
ﺭﻓﻊ ﺸﻜﺎﻭﻴﻬﻡ ﻜﺘﺎﺒﻴﺎ ﺃﻭ ﺸﻔﺎﻫﻴﺎ ﻝﺭﺅﺴﺎﺌﻬﻡ ،ﻓﻨﺴﺒﺔ ﺍﻝﺸﻜﺎﻭﻱ ﺍﻝﻤﻘﺩﻤﺔ ﺘﻌﻜﺱ ﻝﻨﺎ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻷﻤﺭ
ﺍﻝﺫﻱ ﻴﺘﻭﺠﺏ ﺃﺨﺫﻫﺎ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﻭﺘﺤﻠﻴﻠﻬﺎ ﺒﺩﻗﺔ ﻹﻴﺠﺎﺩ ﺍﻝﺤﻠﻭل ﺍﻝﻤﻤﻜﻨﺔ.
ﻭﻓﻲ ﻫﺫﺍ ﺍﻝﻤﻭﻀﻭﻉ ﺩﺭﺱ ﺃﺤﺩ ﺍﻝﺒﺎﺤﺜﻴﻥ ﻋﻥ ﻁﺭﻴﻕ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﺸﺨﺼﻴﺔ ﺍﻝﺸﻜﺎﻭﻱ ﺍﻝﺨﺎﺼﺔ
ﺒﺎﻝﻌﻤﺎل ﻭﺍﻝﻤﻭﻅﻔﻴﻥ ﺍﻝﺭﺍﻓﻀﻴﻥ ﻷﻋﻤﺎﻝﻬﻡ ،ﻓﻜﺎﻨﺕ ﻜﻤﺎ ﻫﻭ ﻤﺒﻴﻥ ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻓﺎﻝﻤﻼﺤﻅ ﺃﻨﻪ ﻜﻠﻤﺎ ﺯﺍﺩﺕ ﺍﻝﻨﻘﺎﺌﺹ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ﺯﺍﺩﺕ ﻨﺴﺒﺔ ﺍﻝﺸﻜﺎﻭﻱ ﻭﺍﻝﺘﻅﻠﻤﺎﺕ ﺍﻝﻤﺭﻓﻭﻋﺔ
ﻤﻥ ﻁﺭﻑ ﺍﻝﻌﻤﺎل ﻝﺭﺅﺴﺎﺌﻬﻡ ،ﻭﺍﺭﺘﻔﺎﻉ ﻋﺩﺩ ﻫﺫﻩ ﺍﻷﺨﻴﺭﺓ ﺘﻌﺒﻴﺭ ﺼﺎﺩﻕ ﻋﻥ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺩﺍﺨل
ﺍﻝﻤﺅﺴﺴﺔ.
-3-1ﺍﻹﻀﺭﺍﺏ:
ﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﺤﺩﻭﺙ ﺍﻹﻀﺭﺍﺏ ﻴﻌﻜﺱ ﺒﺎﻝﻔﻌل ﺘﻭﺍﺠﺩ ﺍﻻﺨﺘﻼل ﻓﻲ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﺘﻨﻅﻴﻤﻴﺔ
)ﻋﻼﻗﺔ ﺍﻝﻌﻤل ،ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ( ،ﻝﺫﻝﻙ ﻴﻌﺩ ﺃﻫﻡ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺩﺍﻝﺔ ﻋﻠﻰ ﻭﺠﻭﺩ ﻤﺸﺎﻋﺭ ﻋﺩﻡ ﺍﻝﺭﻀﺎ
ﺍﻝﻤﻌﺒﺭ ﻋﻨﻬﺎ ﺒﺸﻜل ﺼﺭﻴﺢ ،ﻓﺎﻹﻀﺭﺍﺏ ﺒﺼﻭﺭﺓ ﻋﺎﻤﺔ ﺘﻌﺒﻴﺭ ﻋﻥ ﻭﻀﻌﻴﺔ ﺍﻝﻌﻤﺎل ﺍﻝﺘﻲ ﻴﻌﻴﺸﻭﻨﻬﺎ ﻭﻻ
ﺘﺘﻭﺍﻓﻕ ﻤﻊ ﻤﺘﻁﻠﺒﺎﺘﻬﻡ.
ﻭﻫﻭ ﻻ ﻴﻌﻨﻲ ﺍﻝﻌﻨﻑ ،ﻝﻜﻨﻪ ﻴﺘﻌﻠﻕ ﺒﺎﻝﻘﻭﺓ ،ﻜﻤﺎ ﺃﻨﻪ ﻨﻭﻉ ﻤﻥ ﺍﻝﻐﻴﺎﺏ )ﺃﻱ ﺃﻥ ﺍﻝﻌﺎﻤل ﻻ ﻴﺅﺩﻱ
ﻭﻅﻴﻔﺘﻪ ﺭﻏﻡ ﺘﻭﺍﺠﺩﻩ ﺒﺎﻝﻤﺅﺴﺴﺔ( ،ﻓﻨﺠﺩ ﺍﻝﻌﻤﺎل ﻓﻲ ﺤﺎﻝﺔ ﺇﻀﺭﺍﺏ ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻷﺠﻭﺭ ﻤﻨﺨﻔﻀﺔ ﻤﺜﻼ
ﻓﻬﺫﺍ ﻴﻌﻜﺱ ﻝﻨﺎ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻷﺠﻭﺭ ،ﻓﺎﻝﻌﺎﻤل ﻴﻠﺠﺄ ﺇﻝﻰ ﺫﻝﻙ ﺍﻝﺘﺼﺭﻑ ﻝﻠﺘﻌﺒﻴﺭ ﻋﻥ ﻤﺎ
ﻴﻌﺎﻨﻴﻪ ﻤﻥ ﺘﺄﺯﻡ ﻭﺘﻭﺘﺭ ﻴﻌﺘﻘﺩ ﺃﻥ ﺍﻹﺩﺍﺭﺓ ﻫﻲ ﺍﻝﻤﺴﺅﻭﻝﺔ ﻋﻥ ﺫﻝﻙ ﻭﺍﻹﻀﺭﺍﺏ ﻫﻭ ﺍﻝﻭﺴﻴﻠﺔ ﺍﻝﻜﻔﻴﻠﺔ ﻝﻠﺤﺩ
ﻤﻥ ﺘﻠﻙ ﺍﻝﻭﻀﻌﻴﺎﺕ.
ﻭﻤﻥ ﺍﻹﻀﺭﺍﺏ ﻤﺎ ﻫﻭ ﻏﻴﺭ ﺭﺴﻤﻲ ﻴﻘﻭﻡ ﺒﻪ ﺠﻤﺎﻋﺔ ﻤﻥ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺴﺘﺎﺀﻴﻥ ﻤﻥ ﺘﺩﻫﻭﺭ ﻭﺘﺩﻨﻲ
ﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻝﻌﻤل ،ﻜﺄﻥ ﻴﺘﻡ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﻭﺤﺩﺓ ﺍﻹﻨﺘﺎﺠﻴﺔ ﻤﺜﻼ ﺩﻭﻥ ﺇﻋﻼﻡ ﺍﻝﻨﻘﺎﺒﺔ ﺃﻭ ﺍﻹﺩﺍﺭﺓ ﺒﺫﻝﻙ
ﻭﻫﺫﺍ ﺍﻝﻨﻭﻉ ﻤﻥ ﺍﻹﻀﺭﺍﺏ ﻤﺎ ﻫﻭ ﺇﻻ ﺍﺤﺘﺠﺎﺝ ﻋﻥ ﻗﺩﻡ ﺁﻻﺕ ﺍﻝﻌﻤل ﺍﻝﺘﻲ ﻗﺩ ﺘﺅﺩﻱ ﺇﻝﻰ ﻤﺯﻴﺩ ﻤﻥ
ﺍﻝﺤﻭﺍﺩﺙ ،ﺃﻤﺎ ﺍﻹﻀﺭﺍﺏ ﺍﻝﺭﺴﻤﻲ ﻓﻴﺸﻤل ﺠﻤﻴﻊ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﻤﻊ ﻋﻠﻡ ﺍﻝﻨﻘﺎﺒﺔ ﻭﺍﻹﺩﺍﺭﺓ ﺒﺫﻝﻙ،ﻓﺎﻝﻌﻤﺎل
ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺤﺎﻝﺔ ﺘﻤﻴﺯﻫﻡ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺇﻤﺎ ﻋﻠﻰ ﺍﻷﺠﺭ ﺃﻭ ﻋﻠﻰ ﺴﻭﺀ ﻅﺭﻭﻑ ﺍﻝﻌﻤل...ﺍﻝﺦ
ﻭﻜﻼ ﺍﻝﻨﻭﻋﻴﻥ ﻴﻌﺒﺭ ﻋﻥ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻻﺴﺘﻘﺭﺍﺭ ﺒﺎﻝﻌﻤل ﻤﻤﺎ ﻴﻨﺘﺞ ﻋﻠﻴﻪ ﺁﺜﺎﺭ ﺴﻠﺒﻴﺔ ﻋﻠﻰ ﺍﻝﻔﺭﺩ ﻭﺍﻝﻤﺅﺴﺴﺔ
ﻤﻌﺎ.
-4-1ﺍﻝﻼﻤﺒﺎﻻﺓ ﻭﺍﻝﺘﺨﺭﻴﺏ:
ﺇﻥ ﺍﻻﻨﺴﺠﺎﻡ ﻭﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻭﺃﻋﻀﺎﺀ ﺍﻝﻤﺅﺴﺴﺔ ،ﻴﻠﻌﺏ ﺩﻭﺭﺍ ﻫﺎﻤﺎ ﻓﻲ ﺍﻝﺭﻓﻊ ﻤﻥ
ﻤﻌﻨﻭﻴﺎﺘﻪ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺩﻓﻌﻪ ﻭﻴﻭﺠﻬﻪ ﺇﻝﻰ ﺒﺫل ﺍﻝﺠﻬﺩ ﺍﻝﻼﺯﻡ ﻓﻲ ﻋﻤﻠﻪ ،ﺇﺫﻥ ﻫﻭ ﺭﺍﺽ ﺇﻝﻰ ﺤﺩ ﻤﺎ ﻋﻥ
ﺫﻝﻙ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﻤﻜﻨﻪ ﻤﻥ ﺘﺤﻘﻴﻕ ﺍﻝﻁﻤﻭﺡ ﻭﺍﻝﺫﺍﺕ ،ﻭﺒﻐﻴﺎﺏ ﺫﻝﻙ ﺍﻻﻨﺴﺠﺎﻡ ﻭﻋﺩﻡ ﺍﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺍﻝﺘﻜﻴﻑ
ﻤﻊ ﻤﺤﻴﻁ ﺍﻝﻌﻤل ﺘﻅﻬﺭ ﻋﺩﺓ ﺃﺸﻜﺎل ﻤﻥ ﺍﻝﻼﻤﺒﺎﻻﺓ ﻭﺍﻝﺘﺨﺭﻴﺏ ﺍﻝﺘﻲ ﺘﺘﺭﺠﻡ ﻭﺘﻌﻜﺱ ﻝﻨﺎ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ
ﺍﻝﺘﻲ ﺘﻨﺘﺎﺏ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﺇﺫ ﻴﻠﺠﺄ ﺇﻝﻰ ﺘﺨﺭﻴﺏ ﻤﻤﺘﻠﻜﺎﺕ ﺍﻝﻤﺅﺴﺴﺔ ﻜﺄﺩﻭﺍﺕ ﺍﻹﻨﺘﺎﺝ ﻤﺜﻼ ،ﻤﻤﺎ ﻴﻨﺘﺞ ﻋﻨﻪ
ﺇﻨﺘﺎﺝ ﺫﻭ ﻨﻭﻋﻴﺔ ﺭﺩﻴﺌﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻴﺘﻀﺎﻋﻑ ﺍﻝﺸﻌﻭﺭ ﺒﻌﺩﻡ ﺍﻝﺭﻀﺎ ،ﻓﻴﺼﺒﺢ ﻤﺯﻤﻨﺎ ،ﻭﺍﻝﻨﺘﻴﺠﺔ ﺍﻝﻤﻨﺘﻅﺭﺓ ﺴﻠﻭﻙ ﻏﻴﺭ ﻤﺭﻏﻭﺏ ﻓﻴﻪ
ﻴﺴﻠﻜﻪ ﺍﻝﻔﺭﺩ ﻏﻴﺭ ﺍﻝﺭﺍﻀﻲ ،ﻜﻭﻨﻪ ﻻ ﻴﺴﺘﻁﻴﻊ ﺃﻭ ﻻ ﻴﺭﻏﺏ ﻓﻲ ﺘﺭﻙ ﺍﻝﺨﺩﻤﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻓﻴﻠﺠﺄ ﺇﻝﻰ
ﺍﻝﺴﺭﻗﺔ ،ﺍﻝﺘﺯﻭﻴﺭ ،ﻋﺩﻡ ﺍﻝﺘﻌﺎﻭﻥ ﻤﻊ ﻓﺭﻴﻕ ﺍﻝﻌﻤل ،ﺍﻝﺘﺨﺭﻴﺏ ﻭﺨﻴﺎﻨﺔ ﺍﻷﻤﺎﻨﺔ ،ﻭﺘﺸﻴﺭ ﻤﺜل ﻫﺫﻩ
ﺍﻝﺘﺼﺭﻓﺎﺕ ﺇﻝﻰ ﻨﻭﻉ ﻤﻥ ﺃﻨﻭﺍﻉ ﺍﻻﻨﺴﺤﺎﺏ ﻤﻥ ﺍﻝﻌﻤل ،ﻓﺎﻻﻨﺴﺤﺎﺏ ﻭﺍﺤﺩ ،ﻭﺍﻷﺴﺒﺎﺏ ﻤﺘﻌﺩﺩﺓ ،ﻓﺄﻱ
ﺘﻌﻁﻴل ﻓﻲ ﺇﻨﺠﺎﺯ ﺍﻝﻌﻤل ﻴﻌﺘﺒﺭ ﺍﻨﺴﺤﺎﺒﺎ ﻋﻨﻪ.
ﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎ ﺘﻘﺩﻡ ،ﻨﺫﻜﺭ ﺃﻥ ﻜل ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﻤﺘﻨﺎﻭﻝﺔ ﻤﺎ ﻫﻲ ﺇﻻ ﺃﻨﻤﺎﻁ ﺴﻠﻭﻜﻴﺔ ﻝﻼﻨﺴﺤﺎﺏ ﻤﻥ
ﺍﻝﻌﻤل ،ﺴﺒﺒﻬﺎ ﺍﻷﺴﺎﺴﻲ ﺘﺭﺍﻜﻡ ﻤﺸﺎﻋﺭ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻭﺍﻝﻤﻼﺤﻅ ﻜﺫﻝﻙ ﺃﻥ ﺠل ﺍﻝﻤﺅﺸﺭﺍﺕ ﻤﺘﻜﺎﻤﻠﺔ
ﻻ ﻴﻤﻜﻥ ﻓﺼﻠﻬﺎ ﻋﻥ ﺒﻌﻀﻬﺎ ﺍﻝﺒﻌﺽ ،ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺃﻥ ﺘﻠﻙ ﺍﻝﻤﺅﺸﺭﺍﺕ ﻜﻠﻬﺎ ﺃﻭ ﺒﻌﻀﻬﺎ ﺘﺘﺄﺜﺭ ﻓﻲ
ﺍﻝﻠﺤﻅﺔ ﺫﺍﺘﻬﺎ ﺒﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﺈﺫﺍ ﻜﺎﻥ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻤﺭﺘﻔﻌﺎ ﻓﺤﺘﻤﺎ ﻤﻌﺩﻻﺕ ﺍﻝﻐﻴﺎﺏ ﺘﻜﻭﻥ
ﻤﻨﺨﻔﻀﺔ ،ﻭﺍﻝﺘﻌﺎﻭﻥ ﻤﺘﺠﺴﺩ ،ﻭﻨﺠﺩ ﺍﻝﺼﻭﺭﺓ ﺍﻝﻤﻌﺎﻜﺴﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻤﺘﺩﻨﻲ ﺍﻝﺫﻱ ﻴﺯﻴﺩ ﻤﻥ
ﻤﺠﺎل ﺍﻝﺘﻐﻴﺏ ﻭﺍﻝﻼﻤﺒﺎﻻﺓ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻴﻤﺎﺭﺱ ﺘﺄﺜﻴﺭﻩ ﻋﻠﻴﻪ ،ﻤﻤﺎ ﻴﺴﻬل ﻤﻥ ﻤﻌﺎﻝﺠﺔ ﺍﻝﻨﻘﺹ ﺍﻝﻤﺎﺩﻱ ﺃﻭ ﺍﻝﻤﻌﻨﻭﻱ ﺍﻝﻤﺅﺜﺭ ﻓﻲ ﺍﻝﺭﻀﺎ ،ﻭﻋﻠﻰ
ﺍﻋﺘﺒﺎﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻅﺎﻫﺭﺓ ﻏﻴﺭ ﻤﺤﺴﻭﺴﺔ ﻨﺠﺩ ﻤﻥ ﺍﻝﻤﻘﺎﻴﻴﺱ ﻤﺎ ﻫﻭ ﻤﻭﻀﻭﻋﻲ ﻴﻌﺘﻤﺩ ﻋﻠﻰ
ﻤﺅﺸﺭﺍﺕ ﻜﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ،ﻭﻤﻘﺎﻴﻴﺱ ﺫﺍﺘﻴﺔ ﺘﻘﺘﺼﺭ ﻋﻠﻰ ﺍﺴﺘﺠﻭﺍﺏ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻝﻤﻌﺭﻓﺔ ﻤﺩﻯ ﺭﻀﺎﻫﻡ ﻋﻥ
ﺍﻝﻌﻤل.
-1-2ﺍﻝﻤﻘﺎﻴﻴﺱ ﺍﻝﻤﻭﻀﻭﻋﻴﺔ:
ﻴﺭﻜﺯ ﻫﺫﺍ ﺍﻝﻨﻭﻉ ﻋﻠﻰ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﻤﻥ ﺨﻼل ﺍﻵﺜﺎﺭ ﺍﻝﺴﻠﻭﻜﻴﺔ ﻝﻠﻔﺭﺩ ،ﻭﻓﻴﻪ ﺘﺴﺘﺨﺩﻡ ﻭﺤﺩﺍﺕ
ﻗﻴﺎﺱ ﻤﻭﻀﻭﻋﻴﺔ ﻜﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ،ﻭﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل )ﺘﺭﻙ ﺍﻝﺨﺩﻤﺔ( ،ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﺃﺴﺱ ﺘﻁﺒﻴﻕ ﻫﺫﻩ
ﺍﻝﻤﻘﺎﻴﻴﺱ ﻨﺠﺩﻫﺎ ﻻ ﺘﻭﻓﺭ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﻀﺭﻭﺭﻴﺔ ﺍﻝﺘﻲ ﺘﺅﻜﺩ ﻋﻠﻰ ﺭﻀﺎ ﺃﻭ ﻋﺩﻡ ﺭﻀﺎ ﺍﻝﻌﺎﻤل ،ﻓﻌﻠﻰ ﺴﺒﻴل
ﺍﻝﻤﺜﺎل ﻻ ﺍﻝﺤﺼﺭ ،ﻗﺩ ﻴﻜﻭﻥ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﻤﺭﺘﻔﻌﺎ ﺒﺴﺒﺏ ﺍﻝﻤﺭﺽ ﻭﻝﻴﺱ ﺒﺴﺒﺏ ﻋﺩﻡ ﺍﻝﺭﻀﺎ.
-1-1-2ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ :ﻗﺒل ﺍﻝﺘﻁﺭﻕ ﺇﻝﻰ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﻨﻭﻀﺢ ﻤﺩﻝﻭل ﺍﻝﻐﻴﺎﺏ ﻓﻲ ﺤﺩ ﺫﺍﺘﻪ
ﻓﺎﻝﺘﻐﻴﺏ ﻴﻌﻨﻲ ﻋﺩﻡ ﺤﻀﻭﺭ ﺍﻝﻌﺎﻤل ﺇﻝﻰ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﻓﻲ ﺍﻝﻭﻗﺕ ﺍﻝﺫﻱ ﻴﺘﻭﻗﻊ ﻤﻨﻪ ﺍﻝﺤﻀﻭﺭ ﻁﺒﻘﺎ ﻝﺒﺭﻨﺎﻤﺞ
ﺍﻝﻌﻤل ،ﺃﻱ ﺃﻨﻪ ﻤﺩﺭﺝ ﻓﻲ ﺠﺩﻭل ﺍﻝﻌﻤل ،ﺃﻤﺎ ﺇﺫﺍ ﻜﺎﻥ ﺍﻝﻌﺎﻤل ﻓﻲ ﺇﺠﺎﺯﺓ ﺭﺴﻤﻴﺔ ﺃﻭ ﻓﻲ ﻋﻁﻠﺔ ﻓﺈﻥ ﺫﻝﻙ
ﻻ ﻴﻌﺘﺒﺭ ﺘﻐﻴﺒﺎ).(1
ﺇﻥ ﺍﻝﺘﻐﻴﺏ ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺤﺎﻝﺔ ﻴﺸﻤل ﺴﻠﻭﻜﺎ ﻴﺘﺨﺫﻩ ﺍﻝﻌﺎﻤل ﻭﻴﺘﺠﺴﺩ ﻓﻲ ﻋﺩﻡ ﺍﻝﺤﻀﻭﺭ ﻝﻤﺯﺍﻭﻝﺔ
ﺍﻝﻤﻬﺎﻡ ﺍﻝﻤﻭﻜﻠﺔ ﺇﻝﻴﻪ ﺩﻭﻥ ﺴﺒﺏ ﻨﻌﻨﻲ ﺒﺫﻝﻙ ﻏﻴﺎﺏ ﻏﻴﺭ ﻤﺒﺭﺭ ﻻ ﻜﺘﺎﺒﻴﺎ ﻭﻻ ﺸﻔﺎﻫﻴﺎ ﻭﻴﻌﺭﻑ ﻜﺫﻝﻙ ﻋﻠﻰ
ﺃﻨﻪ» :ﺘﺨﻠﻑ ﺍﻝﻌﺎﻤل ﻋﻥ ﺍﻝﺤﻀﻭﺭ ﺇﻝﻰ ﺍﻝﻌﻤل ﻓﻲ ﻅﺭﻭﻑ ﻜﺎﻥ ﺒﺈﻤﻜﺎﻨﻪ ﺃﻥ ﻴﺘﺤﻜﻡ ﻓﻴﻬﺎ«).(2
ﻭﻋﻠﻴﻪ ،ﻓﺎﻝﺘﻐﻴﺏ ﺍﻝﻤﻘﺼﻭﺩ ﻓﻲ ﻫﺫﺍ ﺍﻝﺠﺎﻨﺏ ﺫﻝﻙ ﺍﻝﺘﻐﻴﺏ ﺍﻝﺫﻱ ﻻ ﻴﺤﻜﻤﻪ ﺴﺒﺏ ﻭﺍﻀﺢ ﻜﺎﻝﻤﺭﺽ
ﻤﺜﻼ ،ﻓﻔﻲ ﺩﺭﺍﺴﺔ ﻗﺎﻤﺕ ﺒﻬﺎ ﺠﺎﻤﻌﺔ ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ﻋﺎﻡ 1967ﺒﻌﻨﻭﺍﻥ ﺘﻐﻴﺏ ﺍﻝﻌﻤﺎل ﻭﺃﺜﺭﻩ ﻓﻲ ﺍﻝﻜﻔﺎﻴﺔ
ﺍﻹﻨﺘﺎﺠﻴﺔ ﺘﻡ ﺘﺤﺩﻴﺩ ﻤﻔﻬﻭﻡ ﺍﻝﺘﻐﻴﺏ ﻋﻠﻰ ﺃﻨﻪ ﻴﻌﻨﻲ »ﻋﺩﻡ ﻭﺠﻭﺩ ﺍﻝﻌﻤﺎل ﺃﺜﻨﺎﺀ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻁﺒﻘﺎ ﻝﺠﺩﺍﻭل
ﺍﻹﻨﺘﺎﺝ ﻷﺴﺒﺎﺏ ﻏﻴﺭ ﻤﺸﺭﻭﻋﺔ ﺃﻭ ﺒﺩﻭﻥ ﺃﺴﺒﺎﺏ ﻋﻠﻰ ﺍﻹﻁﻼﻕ«).(3
ﻴﺭﺘﺒﻁ ﺍﻝﻐﻴﺎﺏ ﻋﻥ ﺍﻝﻌﻤل ﺒﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ ﻋﻨﺩﻤﺎ ﻴﻠﺠﺄ ﺍﻝﻌﻤﺎل ﺇﻝﻰ ﺍﻝﺘﻐﻴﺏ ﻜﺘﻌﺒﻴﺭ ﻋﻥ ﺭﻏﺒﺔ ﻓﻲ
ﺍﻻﻨﺘﻘﺎﻡ ،ﻭﻫﺫﺍ ﻤﺎ ﺘﻭﺼﻠﺕ ﺇﻝﻴﻪ ﺇﺤﺩﻯ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﻲ ﺤﻠﻠﺕ ﻤﻭﻀﻭﻉ ﺍﻝﺤﻀﻭﺭ ،ﺇﺫ ﻜﺸﻔﺕ ﺃﻥ ﺍﻝﻌﻤﺎل
ﻴﻠﺠﺅﻭﻥ ﺇﻝﻰ ﺍﻝﺘﻐﻴﺏ ﺒﻐﻴﺔ ﺍﻝﺘﻌﺒﻴﺭ ﻋﻥ ﺤﺎﻝﺔ ﺍﻻﺴﺘﻴﺎﺀ ﻭﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ،ﻭﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻴﻨﺘﺞ ﻋﻨﻪ
)-(1ﻤﺼﻁﻔﻰ ﻨﺠﻴﺏ ﺸﺎﻭﻴﺵ ،ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ،ﺩﺍﺭ ﺍﻝﺸﺭﻭﻕ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ ،1990 ،ﺹ.115:
)-(2ﻁﻠﻌﺕ ﺇﺒﺭﺍﻫﻴﻡ ﻝﻁﻔﻲ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﺍﻝﺼﻨﺎﻋﻲ ،ﺩﺍﺭ ﻏﺭﻴﺏ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺩﺱ ،ﺹ.73 :
)-(3ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.73:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺍﻨﻌﺩﺍﻡ ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻝﻌﻤل ،ﻭﻴﻤﻜﻥ ﺍﻝﻨﻅﺭ ﺇﻝﻰ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﻭﺍﻝﺘﻐﻴﺏ ﻤﻥ ﺯﺍﻭﻴﺔ ﺃﻥ ﺍﻝﺭﻀﺎ ﻋﻥ
ﺍﻝﻌﻤل ﻴﻌﺒﺭ ﻋﻥ ﻤﻅﻬﺭ ﻝﻠﺘﻜﻴﻑ ﺍﻝﻌﺎﻡ ﻓﻲ ﺍﻝﻌﻤل ،ﻓﻲ ﺤﻴﻥ ﻨﺠﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺘﻲ ﺘﺨﻠﻕ ﺤﺎﻝﺔ ﺍﻝﻼﺭﻀﺎ ﻫﻲ
ﻋﻭﺍﻤل ﺘﺒﺭﺯ ﻋﺩﻡ ﺍﻝﺘﻜﻴﻑ ﻤﻊ ﻤﺤﻴﻁ ﺍﻝﻌﻤل ،ﻝﺫﺍ ﻨﺠﺩ ﺍﻝﻌﻤﺎل ﺫﻭﻱ ﻤﻌﺩﻻﺕ ﺍﻝﺘﻐﻴﺏ ﺍﻝﻌﺎﻝﻴﺔ ﻴﻜﻭﻨﻭﻥ ﻏﻴﺭ
ﻤﺘﻜﻴﻔﻴﻥ ﺍﻨﻔﻌﺎﻝﻴﺎ ﻭﺍﺠﺘﻤﺎﻋﻴﺎ).(1
ﻗﺩ ﻨﺘﺴﺎﺀل ﻋﻥ ﺴﺒﺏ ﺘﻠﻙ ﺍﻝﺴﻠﻭﻜﺎﺕ ﺍﻹﻨﺴﺤﺎﺒﻴﺔ ،ﻫل ﻤﺭﺩﻫﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺒﺤﺩ ﺫﺍﺘﻪ ،ﺃﻡ
ﺍﻝﻅﺭﻭﻑ ﺍﻝﺘﻲ ﻴﺴﻴﺭ ﻓﻴﻬﺎ ﺍﻝﻌﻤل؟ ،ﻭﻨﺠﺩ ﺠﻭﺭﺝ ﻓﺭﻴﺩﻤﺎﻥ ﻴﺫﻜﺭ ﺃﻥ ﺍﻝﺘﻐﻴﺏ ﺇﺸﺎﺭﺓ ﻤﻭﻀﻭﻋﻴﺔ ﻝﻌﺩﻡ
ﺘﻜﻴﻑ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻤﻊ ﻤﺤﻴﻁ ﻋﻤﻠﻪ ،ﻜﻤﺎ ﺃﻨﻪ ﻤﺅﺸﺭ ﻴﺴﺎﻋﺩ ﻓﻲ ﺘﻘﺼﻲ ﺤﺎﻻﺕ ﺍﻝﺘﻭﺘﺭ ﻭﺍﻻﺴﺘﻴﺎﺀ ﻝﺩﻯ
ﺍﻝﻌﺎﻤل ،ﻓﻼ ﺠﺩﺍل ﻓﻲ ﺃﻥ ﺯﻴﺎﺩﺓ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﻴﺘﻭﺍﻓﻕ ﻭﺤﺎﻻﺕ ﺍﻝﻀﻌﻑ ﺍﻝﻔﺭﺩﻴﺔ ﺍﻝﻨﺎﺘﺠﺔ ﻋﻥ ﻜﺭﺍﻫﻴﺔ
ﺍﻝﻌﺎﻤل ﻝﻠﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻴﺯﺍﻭل ﻨﺸﺎﻁﻪ ﻓﻴﻬﺎ).(2
ﻭﺘﺸﻴﺭ ﺒﻌﺽ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺇﻝﻰ ﺃﻥ ﺴﻴﺎﺴﺎﺕ ﻭﻁﺭﺍﺌﻕ ﺘﻁﺒﻴﻕ ﺍﻝﺤﻭﺍﻓﺯ ﻭﺃﻨﻤﺎﻁ ﺍﻹﺸﺭﺍﻑ ﻭﺍﻝﻘﻴﺎﺩﺓ
ﺍﻝﻤﻨﺘﻬﺠﺔ ﻤﻥ ﻗﺒل ﺍﻹﺩﺍﺭﺓ ﺘﺅﺜﺭ ﻓﻲ ﺘﺼﻭﺭ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻝﻠﻌﺩﺍﻝﺔ ﺍﻝﺘﻲ ﻗﺩ ﺘﻔﺭﺯﻫﺎ ﺘﻠﻙ ﺍﻝﺴﻴﺎﺴﺎﺕ
ﻭﺍﻝﻁﺭﺍﺌﻕ ﻭﻤﻥ ﺜﻤﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺭﻀﺎﻩ ﺍﻝﻭﻅﻴﻔﻲ).(3
ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﺘﻌﺩﺩﺕ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﻲ ﺍﻫﺘﻤﺕ ﺒﺎﻝﺒﺤﺙ ﻋﻥ ﺃﺴﺒﺎﺏ ﻅﺎﻫﺭﺓ ﺍﻝﻐﻴﺎﺏ ﻓﻲ
ﺍﻝﻤﺅﺴﺴﺎﺕ ،ﻤﻥ ﺒﻴﻨﻬﺎ ﺘﻠﻙ ﺍﻝﺘﻲ ﻗﺎﻡ ﺒﻬﺎ ﻫﺎﻴﻠﺒﺭ ﻭﻨﺭ ) (Heilbronnerﻓﻲ ﻓﺭﻨﺴﺎ ،ﻭﺍﻝﺘﻲ ﺃﻜﺩﺕ ﺃﻨﻪ ﻤﻥ
ﺃﺴﺒﺎﺏ ﺍﻝﻐﻴﺎﺏ ﻫﻭ ﻤﻬﺎﺭﺓ ﺍﻷﻓﺭﺍﺩ ،ﺤﻴﺙ ﺘﻡ ﺍﻝﺘﺄﻜﻴﺩ ﺃﻨﻪ ﻴﻘل ﺤﺠﻡ ﺍﻝﻐﻴﺎﺏ ﻤﻊ ﺍﺭﺘﻔﺎﻉ ﻤﻬﺎﺭﺍﺘﻪ) ،(4ﻫﺫﺍ
ﻴﻌﻜﺱ ﻝﻨﺎ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﻌﺩﻡ ﻜﻔﺎﺀﺘﻪ ﻓﻲ ﺃﺩﺍﺀ ﻋﻤﻠﻪ ،ﻭﻤﻥ ﺜﻡ ﻋﺩﻡ ﺭﻀﺎﻩ ﻋﻨﻪ ،ﻓﺎﻝﻭﺍﺠﺏ ﻋﻠﻰ ﺍﻹﺩﺍﺭﺓ
ﺘﺩﺭﻴﺏ ﻋﻤﺎﻝﻬﺎ ﻜﺄﺤﺩ ﺃﻫﻡ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﺘﻲ ﺘﺸﺠﻊ ﺍﻷﻓﺭﺍﺩ ﻋﻠﻰ ﺍﻝﻌﻤل ،ﻭﺘﻀﻤﻥ ﺭﻀﺎﻫﻡ ﻋﻨﻪ.
ﻓﻨﺠﺩ ﺤﺎﻝﺔ ﺍﻝﻼﺭﻀﺎ ﺍﻝﺘﻲ ﺘﺼﻴﺏ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻭﺘﺩﻓﻌﻪ ﺇﻝﻰ ﺍﻨﺘﻬﺎﺝ ﺴﻠﻭﻜﺎﺕ ﻏﻴﺭ ﻤﺭﻏﻭﺏ ﻓﻴﻬﺎ
ﻻ ﺘﻨﺸﺄ ﻤﻥ ﺍﻝﻌﺩﻡ ﺃﻭ ﻋﻥ ﻁﺭﻴﻕ ﺍﻝﺼﺩﻓﺔ ،ﻭﺇﻨﻤﺎ ﻫﻲ ﻨﺘﺎﺝ ﻝﺘﺭﺍﻜﻡ ﻤﺸﺎﻋﺭ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺘﺠﺎﻩ ﺍﻝﻤﻬﺎﻡ
ﻭﺃﺼﺤﺎﺏ ﺍﻷﻋﻤﺎل ﻭﺍﻝﺴﻴﺎﺴﺎﺕ ﺍﻝﻤﻁﺒﻘﺔ ﻓﻲ ﺍﻝﻌﻤل ﻋﻠﻰ ﺤﺩ ﺴﻭﺍﺀ.
ﻓﺎﻝﺘﻐﻴﺏ ﺍﻝﺫﻱ ﻴﻌﻜﺱ ﺤﺎﻝﺔ ﺍﻝﻼﺭﻀﺎ ﻝﺩﻯ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻝﻬﺎ ﻨﺘﺎﺌﺞ ﺴﻴﺌﺔ ،ﻓﺈﺫﺍ ﻜﺎﻥ ﺍﻝﻌﻤل ﻴﺘﻡ
)-(1ﻋﺒﺩ ﺍﻝﻤﻨﻌﻡ ﻋﺒﺩ ﺍﻝﺤﻲ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﺍﻝﺼﻨﺎﻋﻲ ،ﺍﻝﻤﺼﻨﻊ ﻭﻤﺸﻜﻼﺘﻪ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺍﻝﻤﻜﺘﺏ ﺍﻝﺠﺎﻤﻌﻲ ﺍﻝﺤﺩﻴﺙ
ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،1984 ،ﺹ.273 ،272 :
)-(2ﺠﻭﺭﺝ ﻓﺭﻴﺩﻤﺎﻥ ،ﺒﻴﺎﺭ ﻨﺎﻓﻴل ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.207 :
)-(3ﺒﻭﻴﺎﻴﺔ ﻤﺤﻤﺩ ﺍﻝﻁﺎﻫﺭ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.142:
)-(4ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﺘﺤﻠﻴل ﻭﺘﻘﻴﻴﻡ ﺍﻷﺩﺍﺀ ﻓﻲ ﺍﻝﻤﻨﺸﺄﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ،ﺃﻁﺭﻭﺤﺔ ﻤﻘﺩﻤﺔ ﻝﻨﻴل ﺸﻬﺎﺩﺓ ﺩﻜﺘﻭﺭﺍﻩ ﺩﻭﻝﺔ ﻓﻲ
ﺍﻝﺘﺴﻴﻴﺭ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ2002 ،ﻡ ،ﺹ.178 ،177 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻁﺒﻘﺎ ﻝﻨﻅﺎﻡ ﺍﻝﻔﺭﻴﻕ ،ﻓﻐﻴﺎﺏ ﺃﺤﺩ ﺍﻷﻋﻀﺎﺀ ﻴﻌﺭﻗل ﺴﻴﺭ ﺍﻝﻌﻤل ﻭﻴﺅﺩﻱ ﺇﻝﻰ ﻀﻌﻑ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺒﻴﻥ
ﺍﻝﻌﻤﺎل ،ﻤﻤﺎ ﻴﺘﺴﺒﺏ ﻓﻲ ﻀﻌﻑ ﺘﻤﺎﺴﻙ ﺍﻝﻔﺭﻴﻕ.
ﻝﻬﺫﺍ ﺘﻭﺠﺏ ﻋﻠﻰ ﺇﺩﺍﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻌﻤل ﻤﺎ ﺃﻤﻜﻥ ﻝﻠﺤﺩ ﻤﻥ ﻅﺎﻫﺭﺓ ﺍﻝﺘﻐﻴﺏ ﻭﺘﺤﺩﻴﺩ ﺍﻷﺴﻠﻭﺏ
ﺍﻷﻨﺴﺏ ﻝﻤﻌﺎﻝﺠﺔ ﻫﺫﻩ ﺍﻝﻅﺎﻫﺭﺓ ﺨﺎﺼﺔ ﻭﺃﻨﻬﺎ ﻤﻘﺘﺭﻨﺔ ﻓﻲ ﻤﺠﺎﻝﻨﺎ ﻫﺫﺍ ﺒﻌﺩﻡ ﺍﻝﺭﻀﺎ ،ﻓﻠﻀﻤﺎﻥ ﺴﻴﺭ ﺤﺴﻥ
ﻝﻠﻌﻤل ﻭﺠﺏ ﺘﻭﻓﻴﺭ ﻜل ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺤﻘﻘﺔ ﻝﻠﺭﻀﺎ ﻭﺍﻝﺘﻲ ﺘﺯﻴﺩ ﻤﻥ ﻭﻻﺀ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻝﻤﺅﺴﺴﺘﻪ.
ﻝﻘﺩ ﺃﺜﺒﺘﺕ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﺠﺭﻴﺒﻴﺔ ﻭﺠﻭﺩ ﻋﻼﻗﺔ ﻋﻜﺴﻴﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ،
ﻓﺯﻴﺎﺩﺓ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻴﺤﺩﺙ ﺍﻨﺨﻔﺎﺽ ﻓﻲ ﻤﺴﺘﻭﻯ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ،ﻭﺍﻝﻌﻜﺱ ﺇﺫﺍ ﺍﻨﺨﻔﺽ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﻓﺈﻥ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﻜﻭﻥ ﻤﺭﺘﻔﻌﺎ).(1
ﻓﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﻴﻌﺩ ﻤﺅﺸﺭﺍ ﻴﺴﺘﺨﺩﻡ ﻝﻠﺘﻌﺭﻑ ﻋﻠﻰ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻌﺎﻡ ﻝﻠﻔﺭﺩ ﻋﻥ ﻋﻤﻠﻪ ،ﻓﺎﻝﻔﺭﺩ
ﺍﻝﺭﺍﻀﻲ ﻋﻥ ﻋﻤﻠﻪ ﻴﻌﻜﺱ ﻝﻨﺎ ﻤﺩﻯ ﺍﺭﺘﺒﺎﻁﻪ ﺒﻌﻤﻠﻪ ﻭﺍﻨﺘﻅﺎﻡ ﺤﻀﻭﺭﻩ ﻤﻘﺎﺭﻨﺔ ﺒﻔﺭﺩ ﺁﺨﺭ ﻴﺸﻌﺭ ﺒﺎﻻﺴﺘﻴﺎﺀ
ﻭﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻥ ﻋﻤﻠﻪ ﻤﻤﺎ ﻴﺤﺭﻙ ﻓﻴﻪ ﺴﻠﻭﻜﺎ ﻏﻴﺭ ﻤﺭﻏﻭﺏ ﻴﺠﺴﺩ ﻝﻨﺎ ﺼﻭﺭﺓ ﻭﺍﻗﻌﻴﺔ ﻋﻥ ﻋﺩﻡ ﺭﻀﺎﻩ.
ﺘﺠﺩﺭ ﺒﻨﺎ ﺍﻹﺸﺎﺭﺓ ﻭﻗﺒل ﺍﻝﺘﻁﺭﻕ ﺇﻝﻰ ﻜﻴﻔﻴﺔ ﺤﺴﺎﺏ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﺇﻝﻰ ﺍﻝﻔﺼل ﺒﻴﻥ ﺤﺎﻝﺘﻴﻥ:
-ﻫﻨﺎﻙ ﺤﺎﻻﺕ ﻏﻴﺎﺏ ﻤﻔﺭﻭﻀﺔ ﻋﻠﻰ ﺍﻝﻔﺭﺩ ﻻ ﻴﻤﻜﻥ ﺘﺠﻨﺒﻬﺎ ﻨﻅﺭﺍ ﻻﺭﺘﺒﺎﻁﻬﺎ ﺒﻅﺭﻭﻑ ﻁﺎﺭﺌﺔ
ﻴﺼﻌﺏ ﺍﻝﺘﺤﻜﻡ ﻓﻴﻬﺎ ،ﻤﺜل ﺍﻝﻤﺭﺽ ،ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل ،ﻭﺍﻝﻅﺭﻭﻑ ﺍﻝﻌﺎﺌﻠﻴﺔ ﺍﻝﺼﻌﺒﺔ ،ﻭﻏﻴﺭﻫﺎ
ﻤﻥ ﺍﻷﺴﺒﺎﺏ ﺍﻝﺘﻲ ﻻ ﺘﻌﻜﺱ ﻋﺩﻡ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻋﻤﻠﻪ.
-ﻫﻨﺎﻙ ﺤﺎﻻﺕ ﻤﻥ ﺍﻝﻐﻴﺎﺏ ﺘﻌﻜﺱ ﺒﺎﻝﻔﻌل ﻤﺸﺎﻋﺭ ﺍﻝﻔﺭﺩ ﺘﺠﺎﻩ ﻋﻤﻠﻪ ﻭﻋﺩﻡ ﺭﻀﺎﻩ ﻋﻨﻪ
ﻜﺎﻝﻐﻴﺎﺒﺎﺕ ﻏﻴﺭ ﺍﻝﻤﺒﺭﺭﺓ )ﻻ ﻴﻭﺠﺩ ﺘﺒﺭﻴﺭ ﻜﺘﺎﺒﻲ ﻭﻻ ﺸﻔﻬﻲ(.
ﻭﻋﻠﻴﻪ ﻴﺴﺘﺩﻋﻲ ﺍﻷﻤﺭ ﻀﺭﻭﺭﺓ ﺘﻨﻅﻴﻡ ﺴﺠﻼﺕ ﺍﻝﺤﻀﻭﺭ ﻭﺍﻝﻐﻴﺎﺏ ،ﻝﻴﺘﺴﻨﻰ ﻝﻺﺩﺍﺭﺓ ﻤﻌﺭﻓﺔ
ﺃﺴﺒﺎﺏ ﺍﻝﻐﻴﺎﺏ ﻭﻤﻌﺎﻝﺠﺔ ﺍﻻﺨﺘﻼﻻﺕ ﺍﻝﺘﻲ ﺘﺘﻁﻠﺏ ﺍﻝﺩﺭﺍﺴﺔ.
ﻭﺍﻝﻤﻼﺤﻅ ﺃﻨﻪ ﻻ ﺘﻭﺠﺩ ﻁﺭﻴﻘﺔ ﻤﻭﺤﺩﺓ ﻭﻤﺘﻔﻕ ﻋﻠﻴﻬﺎ ﻝﻘﻴﺎﺱ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ.
ﻓﻠﻘﺩ ﺍﻗﺘﺭﺤﺕ ﻭﺯﺍﺭﺓ ﺍﻝﻌﻤل ﺍﻷﻤﺭﻴﻜﻴﺔ ﺍﻝﻁﺭﻴﻘﺔ ﺍﻝﺘﺎﻝﻴﺔ ﻝﺤﺴﺎﺏ ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ):(2
ﻤﺠﻤﻭﻉ ﺃﻴﺎﻡ ﺍﻝﻐﻴﺎﺏ ﻝﻸﻓﺭﺍﺩ
ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﺨﻼل ﻓﺘﺭﺓ ﻤﻌﻴﻨﺔ =100 × ------------------------------
ﻤﺘﻭﺴﻁ ﻋﺩﺩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ × ﻋﺩﺩ ﺃﻴﺎﻡ ﺍﻝﻌﻤل
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.404:
)-(2ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.405:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺤﻴﺙ- :ﻤﺠﻤﻭﻉ ﺃﻴﺎﻡ ﺍﻝﻐﻴﺎﺏ ﻝﻸﻓﺭﺍﺩ ﻴﻌﺒﺭ ﻋﻥ ﻤﺠﻤﻭﻉ ﺃﻴﺎﻡ ﺍﻝﻐﻴﺎﺏ ﻝﺠﻤﻴﻊ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ.
-ﻤﺘﻭﺴﻁ ﻋﺩﺩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻭﻴﻤﺜل ﻤﺘﻭﺴﻁ ﻋﺩﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺃﻭل ﺍﻝﻔﺘﺭﺓ ﻭﻋﺩﺩ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﺁﺨﺭ ﺍﻝﻔﺘﺭﺓ.
-ﺃﻴﺎﻡ ﺍﻝﻌﻤل ﺘﻤﺜل ﻋﺩﺩ ﺍﻷﻴﺎﻡ ﺍﻝﺘﻲ ﻋﻤﻠﺕ ﻓﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺎﺴﺘﺜﻨﺎﺀ ﺃﻴﺎﻡ ﺍﻝﻌﻁل ﺍﻷﺴﺒﻭﻋﻴﺔ
ﻭﺍﻝﺭﺴﻤﻴﺔ ﺍﻝﺘﻲ ﻝﻡ ﺘﻌﻤل ﻓﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ.
ﺤﻴﺙ ﺍﻷﻴﺎﻡ ﺍﻝﻜﻠﻴﺔ ﻻ ﺘﺘﻀﻤﻥ ﺃﻴﺎﻡ ﺍﻝﻌﻁل ﺍﻝﻤﺩﻓﻭﻋﺔ ﺍﻷﺠﺭ ﻭﺃﻴﺎﻡ ﺍﻷﻋﻴﺎﺩ ﺍﻝﺭﺴﻤﻴﺔ.
-2-1-2ﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل )ﺘﺭﻙ ﺍﻝﺨﺩﻤﺔ( :ﻴﻁﻠﻕ ﻤﺼﻁﻠﺢ ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﺤﺭﻜﺔ
ﺍﻝﻨﺎﺘﺠﺔ ﻋﻥ ﺘﺭﻙ ﺒﻌﺽ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻝﻠﺨﺩﻤﺔ ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺔ ﻭﺇﺤﻼل ﺁﺨﺭﻴﻥ ﺠﺩﺩ ﻤﺤﻠﻬﻡ) ،(2ﻓﻬﻭ ﻴﺸﻴﺭ ﺇﻝﻰ
ﺤﺭﻜﺔ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ﺩﺨﻭﻻ ﺇﻝﻰ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺨﺭﻭﺠﺎ ﻤﻨﻬﺎ ،ﻭﺘﻌﻜﺱ ﻝﻨﺎ ﺘﻠﻙ ﺍﻝﺤﺭﻜﺔ ﻤﺩﻯ ﺍﺴﺘﻘﺭﺍﺭ
ﺍﻝﻌﺎﻤل ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ،ﺇﻥ ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻨﻘﺼﺩﻩ ﻫﻨﺎ ﻫﻭ ﺍﻝﺫﻱ ﻴﺤﺩﺙ ﺒﻼ ﻨﻅﺎﻡ ﻭﺩﻭﻥ ﺤﺎﺠﺔ ﺤﻘﻴﻘﻴﺔ
ﻜﺎﻋﺘﻼل ﺼﺤﺔ ﺍﻝﻌﺎﻤل ﺃﻭ ﻜﺒﺭ ﺴﻨﻪ ،ﻭﺇﻨﻤﺎ ﻴﺤﺩﺙ ﻨﺘﻴﺠﺔ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ،ﻓﻤﻥ ﺠﻬﺔ ﺘﺅﺩﻱ ﻤﺸﻜﻠﺔ
ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ﺇﻝﻰ ﻀﻌﻑ ﺘﻤﺎﺴﻙ ﺠﻤﺎﻋﺎﺕ ﺍﻝﻌﻤل ،ﻓﻬﺫﻩ ﺍﻷﺨﻴﺭﺓ ﺘﺤﺘﺎﺝ ﺇﻝﻰ ﺜﺒﺎﺕ ﻭﺍﺴﺘﻘﺭﺍﺭ ﺃﻋﻀﺎﺌﻬﺎ
ﺤﺘﻰ ﺘﻨﻤﻭ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﺠﻴﺩﺓ ﺒﻴﻨﻬﻡ ،ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﺎﺩﻴﺔ ﻨﺠﺩﻩ ﻴﺤﻤل ﺍﻝﻤﺅﺴﺴﺔ
ﺘﻜﺎﻝﻴﻑ ﺇﻀﺎﻓﻴﺔ ﻜﺘﻜﺎﻝﻴﻑ ﺍﻻﺨﺘﻴﺎﺭ ،ﺍﻝﺘﻌﻴﻴﻥ ،ﺍﻹﻋﺩﺍﺩ ﻭﺍﻝﺘﺩﺭﻴﺏ ﻝﻠﻌﻤﺎل ﺍﻝﺠﺩﺩ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ﺍﻝﺨﺴﺎﺌﺭ
ﺍﻝﺘﻲ ﺘﻤﺱ ﻤﺴﺘﻭﻯ ﺍﻹﻨﺘﺎﺝ ﻜﻤﺎ ﻭﻨﻭﻋﺎ.
ﻭﻝﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ﺩﻭﺭ ﻫﺎﻡ ﻓﻲ ﻗﻴﺎﺱ ﻤﺴﺘﻭﻴﺎﺕ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻭﻴﺴﺘﺨﺩﻡ ﻤﺼﻁﻠﺢ ﺘﺭﻙ
ﺍﻝﻌﻤل ﻝﻺﺸﺎﺭﺓ ﺇﻝﻰ ﻤﻌﺩل ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﻴﺘﺭﻜﻭﻥ ﺍﻝﻤﺅﺴﺴﺔ ﺨﻼل ﻤﺩﺓ ﺯﻤﻨﻴﺔ ﻤﻌﻴﻨﺔ ،ﻭﻴﺘﻡ ﺩﺭﺍﺴﺔ ﻫﺫﺍ
ﺍﻝﻤﺘﻐﻴﺭ ﻓﻲ ﻅل ﻋﻼﻗﺘﻪ ﺒﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻭﺒﺼﻭﺭﺓ ﻋﺎﻤﺔ ﺒﺎﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل).(3
)(1
-V.Lerville et autre, Conduire le diagnostic global d’une unite industrielle, ed, D’organisation,
Paris, 2001, P :227.
)-(2ﻁﻠﻌﺕ ﺇﺒﺭﺍﻫﻴﻡ ﻝﻁﻔﻲ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﺍﻝﺼﻨﺎﻋﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.85:
)-(3ﻤﺤﻤﺩ ﻋﻠﻲ ﻤﺤﻤﺩ ،ﻋﻠﻡ ﺍﺠﺘﻤﺎﻉ ﺍﻝﺘﻨﻅﻴﻡ ،ﻁ ،3ﺩﺍﺭ ﺍﻝﻤﻌﺭﻓﺔ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،1986 ،ﺹ.306:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻓﻘﺩ ﻴﺭﺠﻊ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺇﻝﻰ ﻅﺭﻭﻑ ﺍﻹﺸﺭﺍﻑ ﺒﺴﺒﺏ ﻓﺸل ﺍﻝﻤﺸﺭﻓﻴﻥ ﻓﻲ ﺭﻓﻊ ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ
ﻝﺩﻯ ﻤﺭﺅﻭﺴﻴﻬﻡ ﻭﺘﺤﺴﻴﺴﻬﻡ ﺒﺎﻻﺴﺘﻘﺭﺍﺭ ﺍﻝﻨﻔﺴﻲ ،ﻜﻤﺎ ﻗﺩ ﻻ ﻴﺭﻀﻰ ﺍﻷﻓﺭﺍﺩ ﻋﻥ ﺴﻴﺎﺴﺔ ﺍﻷﺠﻭﺭ ﺃﻭ ﻋﻥ
ﻅﺭﻭﻑ ﺍﻝﻌﻤل...ﺇﻝﺦ .ﺃﻭ ﺒﺼﻭﺭﺓ ﻤﺠﻤﻠﺔ ﻋﺩﻡ ﺭﻀﺎﻫﻡ ﻋﻥ ﻁﺭﻕ ﺍﻝﺘﺤﻔﻴﺯ ،ﻓﻴﺘﺭﻙ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺨﺩﻤﺔ
ﺒﺎﻝﻤﺅﺴﺴﺔ ﻤﺘﻭﺠﻬﻴﻥ ﺇﻝﻰ ﻤﺅﺴﺴﺎﺕ ﻤﻨﺎﻓﺴﺔ ﺘﻭﻓﺭ ﻗﺩﺭ ﻜﺒﻴﺭ ﻤﻥ ﺍﻝﺘﺸﺠﻴﻊ ﻭﺍﻝﺘﺤﻔﻴﺯ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺘﻴﺢ
ﻤﻌﻪ ﺍﻝﺭﺍﺤﺔ ﺍﻝﻨﻔﺴﻴﺔ ،ﻓﺒﺩل ﺍﻝﺠﻬﻭﺩ ﻝﺨﺩﻤﺔ ﺍﻝﺼﺎﻝﺢ ﺍﻝﻌﺎﻡ.
ﺇﻥ ﺘﺭﻙ ﺍﻝﻌﻤل ﻴﻌﺩ ﺍﻝﺤل ﺍﻷﺨﻴﺭ ﺍﻝﺫﻱ ﻴﻠﺠﺄ ﺇﻝﻴﻪ ﺍﻝﻌﻤﺎل ﻤﻨﻬﻡ ﺘﻌﺒﻴﺭﺍ ﻤﻨﻪ ﻋﻥ ﻋﺩﻡ ﺭﻀﺎﻫﻡ ﻋﻥ
ﻋﻤﻠﻬﻡ ،ﺇﺫ ﻴﻘﺭﺭﻭﻥ ﻋﺩﻡ ﺍﻻﺴﺘﻤﺭﺍﺭ ﻓﻲ ﺨﺩﻤﺔ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﻴﺴﺒﺏ ﺫﻝﻙ ﺨﺴﺎﺭﺓ ﺤﻘﻴﻘﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ ﻜﻭﻨﻬﺎ
ﺃﻨﻔﻘﺕ ﺍﻝﻜﺜﻴﺭ ﻋﻠﻰ ﺠﻠﺒﻬﻡ ﻭﺍﺨﺘﻴﺎﺭﻫﻡ ﻭﺘﻌﻴﻴﻨﻬﻡ ﻭﺘﺩﺭﻴﺒﻬﻡ ،ﻭﻜﻤﺎ ﺘﻤﺕ ﺍﻹﺸﺎﺭﺓ ﺇﻝﻴﻪ ﺃﻥ ﺘﻜﻠﻔﺔ ﺩﻭﺭﺍﻥ
ﺍﻝﻌﻤل ﻭﺍﻝﻐﻴﺎﺏ ﺘﺘﺄﺜﺭ ﺒﻌﺎﻤﻠﻴﻥ ،ﻴﺘﻤﺜل ﺍﻷﻭل ﻓﻲ ﺍﻝﺘﻜﻠﻔﺔ ﺍﻝﻤﺘﺯﺍﻴﺩﺓ ﻜﻠﻤﺎ ﺯﺍﺩ ﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ﻭﺍﻝﺘﻐﻴﺏ
ﻭﺍﻝﺜﺎﻨﻲ ﻓﻲ ﺘﻜﻠﻔﺔ ﺍﻹﺠﺭﺍﺀﺍﺕ ﻭﺍﻝﺘﺩﺍﺒﻴﺭ ﺍﻝﻤﺘﺨﺫﺓ ﻝﻠﺘﻘﻠﻴل ﻤﻥ ﻤﺜل ﻫﺫﻩ ﺍﻝﺴﻠﻭﻜﺎﺕ.
ﻴﺴﺘﺨﺩﻡ ﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل ﻜﻤﺅﺸﺭ ﻝﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻌﺎﻡ ﻋﻥ ﺍﻝﻌﻤل ،ﻓﻤﻤﺎ ﻻ ﺸﻙ ﻓﻴﻪ ﺃﻥ ﺒﻘﺎﺀ
ﺍﻝﻔﺭﺩ ﻓﻲ ﻭﻅﻴﻔﺘﻪ ﻴﻌﺘﺒﺭ ﺇﻝﻰ -ﺤﺩ ﻤﺎ -ﻤﺅﺸﺭﺍ ﻫﺎﻤﺎ ﻻﺭﺘﺒﺎﻁﻪ ﺒﻬﺎ ﺃﻱ ﺭﻀﺎﻩ ﻋﻥ ﻋﻤﻠﻪ.
ﻋﺩﺩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﺘﻡ ﺘﻌﻴﻴﻨﻬﻡ +ﻋﺩﺩ ﺍﻷﻓﺭﺍﺩ ﺘﺎﺭﻜﻲ ﺍﻝﻌﻤل ﺨﻼل ﺍﻝﻔﺘﺭﺓ
ﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل = 100 ×-----------------------------------------
ﻤﺘﻭﺴﻁ ﻋﺩﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺨﻼل ﻨﻔﺱ ﺍﻝﻔﺘﺭﺓ
)-(1ﻤﺤﻤﺩ ﺍﻝﺼﻴﺭﻓﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﻤﻔﺎﻫﻴﻡ ﻭﺍﻝﻤﺒﺎﺩﺉ ،ﺩﺍﺭ ﺍﻝﻤﻨﺎﻫﺞ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ،2003 ،ﺹ160
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺇﻥ ﻤﺜل ﻫﺫﻩ ﺍﻝﻤﻌﺩﻻﺕ ﺘﻜﻭﻥ ﺫﺍﺕ ﻓﺎﺌﺩﺓ ﻜﺒﻴﺭﺓ ﻝﻺﺩﺍﺭﺓ ﺇﺫﺍ ﺍﺤﺘﻭﺕ ﻋﻠﻰ ﻤﻘﺎﺭﻨﺎﺕ ﺒﻴﻥ ﺍﻷﻗﺴﺎﻡ
ﻭﺍﻝﻔﺘﺭﺍﺕ ﻭﺒﻴﻥ ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻷﺨﺭﻯ ﺍﻝﺘﻲ ﺘﻨﺸﻁ ﻓﻲ ﻨﻔﺱ ﺍﻝﻤﺠﺎل ،ﻓﺘﻠﻙ ﺍﻝﻤﻘﺎﺭﻨﺎﺕ ﺒﺈﻤﻜﺎﻨﻬﺎ
ﺇﺒﺭﺍﺯ ﻤﻭﺍﻗﻊ ﺍﻝﺭﻀﺎ ﻭﻋﺩﻡ ﺍﻝﺭﻀﺎ.
ﻜﻼ ﺍﻝﻤﻌﺩﻝﻴﻥ )ﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ،ﻤﻌﺩل ﺩﻭﺭﺍﻥ ﺍﻝﻌﻤل( ،ﻴﺒﺭﺯ ﻭﺠﻭﺩ ﻤﺸﻜﻼﺕ ﺩﻭﻥ ﺘﺤﻠﻴل ﺃﺴﺒﺎﺒﻬﺎ
ﺃﻭ ﻭﺴﺎﺌل ﻋﻼﺠﻬﺎ ،ﻓﻴﺼﺒﺢ ﻤﻥ ﺍﻝﻀﺭﻭﺭﻱ ﺠﻤﻊ ﺒﻴﺎﻨﺎﺕ ﺃﻜﺜﺭ ﺘﻔﺼﻴﻼ ﻭﺩﻻﻝﺔ ﻋﻥ ﺃﺴﺒﺎﺏ ﺘﺭﻙ ﺍﻝﺨﺩﻤﺔ
ﺍﻻﺨﺘﻴﺎﺭﻱ ،ﻜﺈﺠﺭﺍﺀ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ ﻤﻊ ﺍﻝﻔﺭﺩ ﻝﻠﺘﻌﺭﻑ ﻋﻠﻰ ﺍﻝﺩﻭﺍﻓﻊ ﻭﺍﻝﻅﺭﻭﻑ ﺍﻝﺘﻲ ﺃﺠﺒﺭﺘﻪ ﻋﻠﻰ
ﺍﺘﺨﺎﺫ ﻤﺜل ﻫﺫﺍ ﺍﻝﻘﺭﺍﺭ.
-3-1-2ﻤﻌﺩل ﺍﻷﻤﻥ ﻭﺍﻝﺴﻼﻤﺔ ﺍﻝﻤﻬﻨﻴﺔ) :(1ﻜﻤﺎ ﺫﻜﺭ ﺴﺎﺒﻘﺎ ،ﺃﻨﻪ ﻤﻥ ﺒﻴﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻜﺎﻹﻀﺎﺀﺓ ،ﺩﺭﺠﺔ ﺍﻝﺤﺭﺍﺭﺓ...ﺇﻝﺦ ،ﻓﻠﻘﺩ ﺘﺯﺍﻴﺩ ﺍﻻﻫﺘﻤﺎﻡ ﺒﻬﺫﺍ ﺍﻝﺠﺎﻨﺏ ﺒﻐﻴﺔ
ﺍﻝﺘﺨﻔﻴﺽ ﻤﻥ ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل ﻭﺘﺤﺴﻴﻥ ﺍﻷﻤﻥ ﻭﺍﻝﺴﻼﻤﺔ ﻓﻲ ﻤﻭﺍﻗﻊ ﺍﻝﻌﻤل.
ﻭﺘﺤﺴﺏ ﻤﻌﺩﻻﺕ ﺍﻹﺼﺎﺒﺎﺕ ﻭﺍﻷﻤﺭﺍﺽ ﺍﻝﻤﻬﻨﻴﺔ* ﺍﻝﺘﻲ ﺘﺴﺒﺒﻬﺎ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻝﻠﻭﻗﻭﻑ ﻋﻠﻰ
ﻤﺩﻯ ﺤﺴﻥ ﺍﻝﻅﺭﻭﻑ ﻭﻤﺩﻯ ﺩﺭﺠﺔ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﻋﻨﻬﺎ ،ﻓﺎﺭﺘﻔﺎﻋﻬﺎ ﻴﻌﻜﺱ ﺤﺎﻝﺔ ﺍﻝﻼﺭﻀﺎ ﻝﺩﻯ ﺍﻷﻓﺭﺍﺩ
ﻭﺍﻨﺨﻔﺎﻀﻬﺎ ﻴﻌﻨﻲ ﺤﺴﻥ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ،ﻭﻤﻥ ﺜﻡ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﻋﻨﻬﺎ.
ﺤﻴﺙ :ﻋﺩﺩ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻤﺘﺎﺤﺔ = ﻋﺩﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ × ﻋﺩﺩ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻷﺴﺒﻭﻋﻴﺔ × ﻋﺩﺩ
)-(1ﻤﺤﻤﺩ ﻤﺭﻋﻲ ﻤﺭﻋﻲ ،ﺃﺴﺱ ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺩﺍﺭ ﺭﻀﺎ ﻝﻠﻨﺸﺭ ،1999 ،ﺹ.289 ،288:
)*(
-ﺇﺼﺎﺒﺔ ﺍﻝﻌﻤل :ﻫﻲ ﻜل ﺤﺎﺩﺙ ﻤﻔﺎﺠﺊ ﻨﺎﺸﺊ ﻋﻥ ﻗﻭﺓ ﺨﺎﺭﺠﻴﺔ ﺤﺩﺙ ﻝﻠﻌﺎﻤل ﺨﻼل ﻭﺒﺴﺒﺏ ﺘﻨﻔﻴﺩ ﺍﻝﻌﻤل ،ﻨﺘﺞ ﻋﻨﻬﺎ
ﺠﺭﺤﺎ ﺃﻭ ﻀﺭﺭﺍ ﺩﻫﻨﻴﺎ ﻤﻤﺎ ﻴﺘﺭﺘﺏ ﻋﻠﻴﻪ ﻋﺠﺯ ﻋﻥ ﺍﻝﻌﻤل.
-ﺍﻷﻤﺭﺍﺽ ﺍﻝﻤﻬﻨﻴﺔ :ﻜل ﻤﺭﺽ ﺘﻜﺜﺭ ﺍﻹﺼﺎﺒﺔ ﺒﻪ ﺒﻴﻥ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻓﻲ ﻤﻬﻨﺔ ﻤﺎ ،ﺃﻭ ﻜل ﺤﺎﻝﺔ ﺘﺴﻤﻡ ﺘﻨﺸﺄ ﻋﻥ ﻤﺎﺩﺓ ﻤﻌﻴﻨﺔ
ﻤﻤﺎ ﻴﺴﺘﻌﻤل ﻓﻲ ﻤﻬﻨﺔ ﻤﺎ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻭﻴﺤﺴﺏ ﻋﺩﺩ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻤﻔﻘﻭﺩﺓ ﻤﻥ ﺨﻼل ﻜﺸﻭﻑ ﺍﻝﺤﻀﻭﺭ ،ﺃﻤﺎ ﻋﺩﺩ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل
ﺍﻝﻔﻌﻠﻴﺔ ،ﻓﻴﺤﺴﺏ ﺒﻁﺭﺡ ﺴﺎﻋﺎﺕ ﺍﻹﺠﺎﺯﺍﺕ ﻭﺍﻝﻌﻁﻼﺕ ﺍﻝﺭﺴﻤﻴﺔ ﻤﻥ ﻋﺩﺩ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﺍﻝﻤﺘﺎﺤﺔ.
ﻭﻴﻬﺩﻑ ﻫﺫﺍ ﺍﻝﻤﻌﺩل ﻝﻠﻜﺸﻑ ﻋﻥ ﺘﻜﺭﺍﺭ ﻭﻗﻭﻉ ﺍﻹﺼﺎﺒﺎﺕ ﻭﺍﻷﻤﺭﺍﺽ ﺍﻝﻤﻬﻨﻴﺔ ﻭﺘﺼﻨﻴﻔﻬﺎ ﻜل ﻋﻠﻰ
ﺤﺩﻯ.
-2-2ﺍﻝﻤﻘﺎﻴﻴﺱ ﺍﻝﺫﺍﺘﻴﺔ:
ﺍﻷﺴﺎﺱ ﻓﻲ ﺍﻝﻤﻘﺎﻴﻴﺱ ﺍﻝﺫﺍﺘﻴﺔ ﺇﻋﺩﺍﺩ ﺍﻻﺴﺘﺒﻴﺎﻥ ﺍﻝﺫﻱ ﻴﻀﻡ ﺃﺴﺌﻠﺔ ﻤﺘﺒﺎﻴﻨﺔ ﺘﻭﺠﻪ ﺇﻝﻰ ﺍﻷﻓﺭﺍﺩ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﺍﻝﻐﺎﻴﺔ ﻤﻨﻬﺎ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺘﻘﺭﻴﺭ ﻤﻥ ﺠﺎﻨﺏ ﺍﻝﻔﺭﺩ ﻋﻥ ﺩﺭﺠﺔ ﺭﻀﺎﻩ ﻋﻥ ﺍﻝﻌﻤل
ﻭﺘﻌﺭﻑ ﺒﺎﻝﻁﺭﻴﻘﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ ﻻﻋﺘﻤﺎﺩﻫﺎ ﻋﻠﻰ ﺍﻝﻤﻘﺎﺒﻠﺔ ﻜﻭﺴﻴﻠﺔ ﻝﻤﻌﺭﻓﺔ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻷﻱ
ﻋﺎﻤل ﺒﺎﻝﻤﺅﺴﺴﺔ.
ﺇﻥ ﺘﺤﺩﻴﺩ ﻤﺤﺘﻭﻯ ﺍﻷﺴﺌﻠﺔ ﺍﻝﺘﻲ ﺘﺘﻀﻤﻨﻬﺎ ﻗﻭﺍﺌﻡ ﺍﻻﺴﺘﻘﺼﺎﺀ ﺨﺎﻀﻊ ﻝﻁﺭﻴﻘﺘﻴﻥ ﺭﺌﻴﺴﻴﺘﻴﻥ):(1
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.407-406:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺘﻘﺴﻴﻡ ﺍﻝﺤﺎﺠﺎﺕ :ﺘﺘﺒﻊ ﻗﺎﺌﻤﺔ ﺍﻷﺴﺌﻠﺔ ﺍﻝﺘﻲ ﻴﺘﻡ ﺘﺼﻤﻴﻤﻬﺎ ﺘﻘﺴﻴﻤﺎ ﻋﺎﻤﺎ ﻝﻠﺤﺎﺠﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ
ﻼ ،...ﺍﻝﻐﺎﻴﺔ ﻤﻨﻬﺎ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﻤﻌﻠﻭﻤﺎﺕ ﻤﻥ ﺍﻝﻔﺭﺩ ﻋﻥ ﻤﺩﻯ ﻤﺎ
ﻜﺎﻝﺤﺎﺠﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻤﺜ ﹰ
ﻴﺘﻴﺤﻪ ﺍﻝﻌﻤل ﻤﻥ ﺇﺸﺒﺎﻉ ﻝﻤﺨﺘﻠﻑ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﻁﻠﻭﺒﺔ ،ﻓﻜل ﻨﻭﻉ ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ ﺘﺨﺼﺹ ﻝﻪ ﻋﻴﻨﺔ
ﻤﻥ ﺍﻷﺴﺌﻠﺔ.
ﺘﻘﺴﻴﻡ ﺍﻝﺤﻭﺍﻓﺯ :ﺘﺘﺒﻊ ﻗﺎﺌﻤﺔ ﺍﻷﺴﺌﻠﺔ ﻓﻲ ﻫﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﺘﻘﺴﻴﻤﺎ ﻝﻠﺤﻭﺍﻓﺯ ﺍﻝﺘﻲ ﻴﺘﻴﺤﻬﺎ ﺍﻝﻌﻤل ﻭﺍﻝﺘﻲ
ﺘﻤﺜل ﺃﺤﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ،ﻜﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ،ﻓﺭﺽ ﺍﻝﺘﺭﻗﻲ ،ﺍﻹﺸﺭﺍﻑ...ﺍﻝﺦ.
ﻭﻤﻥ ﺍﻻﺴﺘﻤﺎﺭﺍﺕ ﺍﻷﻜﺜﺭ ﺸﻴﻭﻋﺎ ﺩﻝﻴل ﻭﺼﻑ ﺍﻝﻌﻤل ،(*)J.D.Iﻭﻀﻌﻪ ﻫﻭﻝﻴﻥ Hullin
)**(
ﻝﻭﺍﻴﺱ Weissﺩﻓﻴﺯ Davisﺇﻨﺠﻠﻨﺩ Englandﻭﻝﻭﻓﻜﻭﻴﺴﺕ ﻭﺍﺴﺘﺒﻴﺎﻥ ﻤﻨﺴﻭﺘﺎ ﻝﻠﺭﻀﺎ M.S.Q
ﻝﻔﻴﺎﺘﻭﺭ ﻻﺭﻭﺵ .(1)V.LArouche )***(
،Lofquistﻭﻜﺫﻝﻙ ﺍﺴﺘﺒﻴﺎﻥ ﺒﻴﺎﻥ ﻝﻠﺭﻀﺎ ﺍﻝﻤﻬﻨﻲ I.S.W
ﺃﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻁﺭﻕ ﺍﻝﻤﻌﺘﻤﺩﺓ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﻘﺩ ﺘﻌﺩﺩﺕ ﻭﻨﻤﻴﺯ ﺒﻴﻥ ﺃﺭﺒﻌﺔ ﻁﺭﻕ
ﺭﺌﻴﺴﻴﺔ ،ﻨﺤﺩﺩﻫﺎ ﻓﻴﻤﺎﻴﻠﻲ:
)*(
-J.D.I : Job Descriptive Index.
)**(
-M.S.Q: Minnesota Satisfaction Questionnaire.
)***(
-I.S.W: Inventaire de Satisfaction au Travail.
)-(1ﻋﺒﺩ ﺍﻝﻨﻭﺭ ﺃﺭﺯﻗﻲ ،ﻤﺤﺩﺩﺍﺕ ﺍﻝﺭﻀﺎ ﺍﻝﻤﻬﻨﻲ ﻭﻤﻌﻨﻰ ﺍﻝﻌﻤل ﻋﻨﺩ ﺍﻝﻌﻤﺎل ﺍﻝﺠﺯﺍﺌﺭﻴﻴﻥ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ ﻨﻔﺱ
ﺍﻝﻌﻤل ﻭﺍﻝﺘﻨﻅﻴﻡ ،ﺠﺎﻤﻌﺔ ﺍﻝﺠﺯﺍﺌﺭ ،1997 ،ﺹ.103 :
)-(2ﺴﻌﺩ ﺠﻼل ،ﺍﻝﻤﺭﺠﻊ ﻓﻲ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ،ﺩﺍﺭ ﺍﻝﻔﻜﺭ ﺍﻝﻌﺭﺒﻲ ،ﺍﻝﻘﺎﻫﺭﺓ ،1985 ،ﺹ.770:
) ****( -ﺇﻥ ﻤﺠﻤﻭﻋﺔ ﺍﻝﻤﺨﺘﺼﻴﻥ ﺒﺈﻤﻜﺎﻨﻬﻡ ﺃﻥ ﻴﻜﻭﻨﻭﺍ ﺃﺴﺎﺘﺫﺓ ﻤﻥ ﺫﻭﻱ ﺍﻻﺨﺘﺼﺎﺹ ﻜﻤﺎ ﻴﻤﻜﻥ ﺃﻥ ﻴﻜﻭﻨﻭﺍ ﺃﺤﺩ ﺍﻝﻤﺴﻴﺭﻴﻥ
ﺒﺎﻝﻤﺅﺴﺴﺎﺕ ﺩﻭﻱ ﺍﻝﻌﻼﻗﺔ ﺒﺎﻝﻤﻭﻀﻭﻉ ﺍﻝﻤﺘﻨﺎﻭل ﻝﻠﻤﺘﻐﻴﺭ ﺍﻝﻤﺭﺍﺩ ﻗﻴﺎﺴﻪ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻭﻓﻲ ﻨﻬﺎﻴﺘﻪ ﻋﺒﺎﺭﺍﺕ ﺘﻤﺜل ﺃﻗﻭﻯ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﺴﻠﺒﻴﺔ) ،«(1ﻭﺒﻌﺩﻫﺎ ﻴﻘﺩﻡ ﻓﻲ ﺸﻜل ﺍﺴﺘﺒﻴﺎﻥ ﻝﻠﻌﻤﺎل
ﻴﺘﻀﻤﻥ ﺘﻭﺯﻴﻌﺎ ﻝﻠﻌﺒﺎﺭﺍﺕ ﺩﻭﻥ ﺃﻥ ﺘﺨﻀﻊ ﻓﻲ ﺘﺭﺘﻴﺒﻬﺎ ﻝﺩﺭﺠﺎﺘﻬﺎ ﺘﺠﻨﺒﺎ ﻝﻸﺠﻭﺒﺔ ﺍﻝﻌﻔﻭﻴﺔ )ﻏﻴﺭ ﺍﻝﺩﻗﻴﻘﺔ(
ﻭﺘﻭﻀﻊ ﺍﻝﻨﻘﻁ ﻤﺩﺭﺠﺔ ﻤﻥ ﻗﻭﺓ ﺍﻹﻴﺠﺎﺏ ﺇﻝﻰ ﻀﻌﻔﻪ ،ﻭﺘﻠﻴﻬﺎ ﻋﻤﻠﻴﺔ ﺍﻝﺘﺼﺤﻴﺢ ﺒﺎﻝﺭﺠﻭﻉ ﺇﻝﻰ ﺍﻝﻌﻼﻤﺎﺕ
ﺍﻝﻤﺭﺠﻌﻴﺔ ﺍﻝﻤﻘﺎﺒﻠﺔ ﻝﻜل ﻋﺒﺎﺭﺓ ،ﻭﺘﻤﺜل »ﻤﺘﻭﺴﻁ ﺍﻝﺘﻘﻴﻴﻡ ﺍﻝﺫﻱ ﺃﻋﻁﺎﻩ ﺍﻝﺤﻜﺎﻡ ﻝﻠﻌﺒﺎﺭﺓ«) ،(2ﻭﻤﺠﻤﻭﻉ
ﺍﻝﻌﻼﻤﺎﺕ ﺘﺤﺩﺩ ﺍﻝﺩﺭﺠﺔ ﺍﻝﻤﻤﺎﺜﻠﺔ ﻝﻠﺭﻀﺎ ﺍﻝﻌﺎﻡ.
ﻋﻨﺩ ﺘﻁﺒﻴﻕ ﻤﻘﻴﺎﺱ ﺍﻝﺭﻀﺎ ﻭﻓﻘﺎ ﻝﻬﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﻴﻜﺘﻔﻲ ﺍﻷﻓﺭﺍﺩ ﺒﺎﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭ ﺤﻭل ﺍﻝﻤﻭﺍﻓﻘﺔ ﺃﻭ
ﻋﺩﻡ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻋﻠﻰ ﻜل ﻋﺒﺎﺭﺓ ﻤﺩﺭﺠﺔ ﻓﻲ ﺍﻻﺴﺘﺒﻴﺎﻥ ،ﻭﻴﻤﻜﻥ ﺘﺠﻤﻴﻊ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﺘﻲ ﺘﺘﻌﻠﻕ ﺒﻤﺠﺎل ﻤﻌﻴﻥ
ﻤﺜل ﺍﻷﺠﺭ ،ﺍﻹﺸﺭﺍﻑ ...ﻭﺤﺴﺎﺏ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﻋﻥ ﻫﺫﺍ ﺍﻝﻤﺠﺎل ،ﻭﺘﻤﺜل ﺒﺫﻝﻙ ﺍﻝﺭﻀﺎ ﺍﻝﺠﺯﺌﻲ ﻋﻥ
ﺫﻝﻙ ﺍﻝﻤﺤﻭﺭ.
ﻝﻘﺩ ﺴﻤﻴﺕ ﺒﻁﺭﻴﻘﺔ ﺍﻝﻔﻭﺍﺼل ﺍﻝﻤﺘﺴﺎﻭﻴﺔ ﻅﺎﻫﺭﻴﺎ ﺃﻭ ﺍﻝﻔﺌﺎﺕ ﺍﻝﻤﺘﺴﺎﻭﻴﺔ ،ﻜﻭﻨﻬﺎ ﺘﺭﺍﻋﻲ ﻓﻲ ﺘﺭﺘﻴﺒﻬﺎ
ﻝﻠﻌﺒﺎﺭﺍﺕ ﺍﻝﺘﺴﺎﻭﻱ ﻓﻲ ﺍﻝﻔﺭﻕ ﺒﻴﻥ ﺍﻝﻌﺒﺎﺭﺍﺕ ﻭﺍﻝﺫﻱ ﻴﻘﺩﺭ ﺒﺩﺭﺠﺔ ﻭﺍﺤﺩﺓ.
-ﺍﺘﺴﺎﻤﻬﺎ ﺒﻘﺩﺭ ﻤﻥ ﺍﻝﺫﺍﺘﻴﺔ ،ﺤﻴﺙ ﻨﺠﺩ ﺍﻝﻭﺯﻥ ﺃﻭ ﺍﻝﻘﻴﻤﺔ ﺍﻝﺨﺎﺼﺔ ﺒﻜل ﺠﻤﻠﺔ ﻤﺤﺩﺩﺍ ﻤﺴﺒﻘﺎ
ﺍﺴﺘﻨﺎﺩﺍ ﺇﻝﻰ ﺭﺃﻱ ﺍﻝﻤﺤﻜﻤﻴﻥ.
-ﻻ ﻴﻘﺩﻡ ﻫﺫﺍ ﺍﻝﻤﻘﻴﺎﺱ ﻓﻜﺭﺓ ﻋﻥ ﺸﺩﺓ ﺍﻻﺘﺠﺎﻩ ﻷﻥ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻋﻠﻰ ﻨﻔﺱ ﺍﻝﻌﺒﺎﺭﺓ ﺘﹸﺼﺤﺢ ﺩﺍﺌﻤﺎ
ﺒﻨﻔﺱ ﺍﻝﻁﺭﻴﻘﺔ ،ﺒﻐﺽ ﺍﻝﻨﻅﺭ ﻋﻥ ﺸﺩﺓ ﺍﺘﺠﺎﻩ ﺍﻝﻤﺴﺘﺠﻴﺏ ﻝﻬﺎ.
ﻓﻔﻲ ﺴﻨﺔ 1932ﺒﺩﺃ ﻝﻴﻜﺭﺕ ﻓﻲ ﺸﺭﺡ ﻤﻘﻴﺎﺴﻪ ﻋﻨﺩ ﻨﺸﺭﻩ ﻝﻤﻘﺎل ﻓﻲ ﻤﺠﻠﺔ ﺃﺭﺸﻴﻑ ﻋﻠﻡ ﺍﻝﻨﻔﺱ
ﺘﺤﺕ ﻋﻨﻭﺍﻥ ﺘﻘﻨﻴﺔ ﻝﻘﻴﺎﺱ ﺍﻻﺘﺠﺎﻫﺎﺕ) .(3ﻭﻴﺤﺎﻭل ﻝﻴﻜﺭﺕ ﺒﻁﺭﻴﻘﺘﻪ ﻫﺫﻩ ﺘﻔﺎﺩﻱ ﺍﻹﺠﺭﺍﺀﺍﺕ ﺍﻝﻤﻁﻭﻝﺔ ﺍﻝﺘﻲ
ﻋﺭﻓﺘﻬﺎ ﻁﺭﻴﻘﺔ ﺜﺭﺴﺘﻭﻥ ﻓﻲ ﺘﻜﻭﻴﻥ ﺍﻝﻤﻘﻴﺎﺱ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻭﻴﺘﻜﻭﻥ ﻤﻘﻴﺎﺱ ﻝﻴﻜﺭﺕ ﻤﻥ ﻤﺠﻤﻭﻋﺔ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﺘﻲ ﺘﺼﻑ ﺍﻻﺘﺠﺎﻩ ﻨﺤﻭ ﺍﻝﻤﻭﻀﻭﻉ ﻤﺤل
ﺍﻝﺩﺭﺍﺴﺔ ،ﻤﺼﻨﻔﺔ ﺒﺨﻤﺴﺔ ﺁﺭﺍﺀ ﻜﺎﻝﺘﺎﻝﻲ:
-ﻤﻭﺍﻓﻕ ﺠﺩﺍ.
-ﻤﻭﺍﻓﻕ.
-ﻏﻴﺭ ﻤﺘﺄﻜﺩ.
-ﻤﻌﺎﺭﺽ.
-ﻤﻌﺎﺭﺽ ﺠﺩﺍ.
ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﻫﺫﻩ ﺍﻵﺭﺍﺀ ﻴﺨﺘﺎﺭ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻤﻥ ﺒﻴﻥ ﺘﻠﻙ ﺍﻹﺠﺎﺒﺎﺕ ﺍﻝﺘﻲ ﺘﺘﻼﺀﻡ ﻭﺤﻘﻴﻘﺔ ﻭﻀﻌﻪ
ﻭﺃﻫﻡ ﻤﺎ ﻴﺸﺘﻤل ﻋﻠﻴﻪ ﻤﻘﻴﺎﺱ ﻝﻴﻜﺎﺭﺕ ﺼﻴﻐﺘﻲ ﺍﻹﻴﺠﺎﺏ ﻭﺍﻝﺴﻠﺏ ﻓﻲ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺤﺘﻰ ﺘﻜﻭﻥ ﺍﻝﻌﺒﺎﺭﺍﺕ
ﻤﺘﻭﺍﺯﻨﺔ ﻨﻭﻋﺎ ﻤﺎ» :ﻭﺘﻌﻁﻰ ﺍﻻﺴﺘﺠﺎﺒﺎﺕ ﺍﻝﺘﻲ ﻴﻘﺭﺭﻫﺎ ﺍﻝﻔﺭﺩ ﺩﺭﺠﺎﺕ ﺘﺘﺭﺍﻭﺡ ﺒﻴﻥ 1ﻭ 5ﺤﺴﺏ ﺩﺭﺠﺔ
ﻤﻭﺍﻓﻘﺘﻪ ﺃﻭ ﻋﺩﻡ ﻤﻭﺍﻓﻘﺘﻪ ﻋﻠﻰ ﺍﻝﻌﺒﺎﺭﺓ«) ،(1ﻭﻴﺘﻡ ﺘﺭﺘﻴﺏ ﺍﻝﺩﺭﺠﺎﺕ ﺘﺭﺘﻴﺒﺎ ﺘﺼﺎﻋﺩﻴﺎ ﻴﺘﻭﺍﻓﻕ ﻤﻊ ﺍﻝﻌﺒﺎﺭﺍﺕ
ﺍﻝﻤﻌﺎﺭﻀﺔ )ﺼﻴﻐﺔ ﺍﻝﺴﻠﺏ( ،ﻭﺘﺭﺘﺏ ﺘﺭﺘﻴﺒﺎ ﺘﻨﺎﺯﻝﻴﺎ ﻴﺘﻭﺍﻓﻕ ﻤﻊ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﻤﺅﻴﺩﺓ )ﺼﻴﻐﺔ ﺍﻹﻴﺠﺎﺏ(
ﻭﻨﻘﺩﻡ ﺘﻭﻀﻴﺤﺎ ﻝﺫﻝﻙ ﻜﻤﺎ ﻴﻠﻲ:
ﺍﻝﺩﺭﺠﺔ ﺍﻝﺭﺃﻱ
5 ﻤﻭﺍﻓﻕ ﺠﺩﺍ
4 ﻤﻭﺍﻓﻕ
3 ﻏﻴﺭ ﻤﺘﺄﻜﺩ
2 ﻤﻌﺎﺭﺽ
1 ﻤﻌﺎﺭﺽ ﺠﺩﺍ
ﺍﻝﺼﻴﻐﺔ ﺍﻝﺴﻠﺒﻴﺔ» :ﺇﻨﻨﻲ ﺍﺸﻌﺭ ﺒﺨﻴﺒﺔ ﺃﻤل ﻋﻠﻰ ﻭﺠﻭﺩﻱ ﻓﻲ ﻫﺫﺍ ﺍﻝﻌﻤل«
ﺍﻝﺩﺭﺠﺔ ﺍﻝﺭﺃﻱ
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.411:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻭﺒﺘﺠﻤﻴﻊ ﺍﻝﺩﺭﺠﺎﺕ ﺍﻝﻤﻌﺒﺭﺓ ﻋﻥ ﻜل ﻋﺒﺎﺭﺓ ﻴﺘﻡ ﺤﺴﺎﺏ ﺍﻝﻘﻴﻤﺔ ﺍﻝﺘﺠﻤﻴﻌﻴﺔ ﻝﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺃﻤﺎ ﻋﻨﺩ
ﺍﺨﺘﻴﺎﺭ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﻤﺸﻜﻠﺔ ﻝﻠﻤﻘﻴﺎﺱ ﺍﻝﻨﻬﺎﺌﻲ ﻓﻴﺘﻡ ﻭﻓﻘﺎ ﻝﻘﻭﺓ ﺍﻻﺭﺘﺒﺎﻁ ﺒﻴﻥ ﺍﻝﺩﺭﺠﺔ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﺒﻌﺩ
ﺍﺨﺘﻴﺎﺭ ﺍﻝﻔﺭﺩ ﻝﻼﺴﺘﺠﺎﺒﺔ ﺍﻝﻤﻼﺌﻤﺔ ،ﻭﺍﻝﺩﺭﺠﺔ ﺍﻝﻜﻠﻴﺔ ﻝﻤﺠﻤﻭﻉ ﺍﻝﻌﺒﺎﺭﺍﺕ) ،(1ﻜﻠﻤﺎ ﻜﺎﻥ ﺍﻻﺭﺘﺒﺎﻁ ﻗﻭﻴﺎ ﺒﻴﻨﻬﻤﺎ
ﺩل ﺫﻝﻙ ﻋﻠﻰ ﺃﻥ ﺍﻝﻌﺒﺎﺭﺓ ﺘﻘﻴﺱ ﻤﺎ ﺘﻘﻴﺴﻪ ﻤﺠﻤﻭﻉ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺃﻱ ﺃﻥ ﺍﻝﻌﺒﺎﺭﺓ ﻤﻌﻨﻭﻴﺔ) ،(2ﺍﻝﻤﻘﺎﺒل ﻴﺩل
ﺍﻨﺨﻔﺎﺽ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﻋﻠﻰ ﺃﻥ ﺍﻝﻌﺒﺎﺭﺓ ﻻ ﺘﻘﻴﺱ ﻤﺎ ﺘﻘﻴﺴﻪ ﺒﺎﻗﻲ ﺍﻝﻌﺒﺎﺭﺍﺕ ،ﺃﻱ ﺃﻨﻬﺎ ﻏﻴﺭ ﻤﻌﻨﻭﻴﺔ
)ﻻ ﺘﺩل ﻋﻠﻰ ﺍﻝﻤﺘﻐﻴﺭ ﺍﻝﻤﺭﺍﺩ ﻗﻴﺎﺴﻪ( ﻓﻔﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺤﺎﻝﺔ ﻴﺘﻡ ﺍﺴﺘﺒﻌﺎﺩ ﺘﻠﻙ ﺍﻝﻌﺒﺎﺭﺍﺕ ﻝﻨﺤﺼل ﻓﻲ ﺍﻝﻨﻬﺎﻴﺔ
ﻋﻠﻰ ﻤﻘﻴﺎﺱ ﺫﻭ ﻋﺒﺎﺭﺍﺕ ﺩﺍﻝﺔ ﻭﺘﻘﻴﺱ ﺭﻀﺎ ﺍﻝﻔﺭﺩ.
ﺍﻝﻤﻼﺤﻅ ﻋﻠﻰ ﻁﺭﻴﻘﺔ ﻝﻴﻜﺎﺭﺕ ﺃﻨﻬﺎ ﺤﺎﻭﻝﺕ ﺍﻻﺒﺘﻌﺎﺩ ﻋﻥ ﺍﻹﺠﺭﺍﺀﺍﺕ ﺍﻝﻤﻁﻭﻝﺔ ﺍﻝﺘﻲ ﻻ ﺒﺩ ﻤﻨﻬﺎ
ﻓﻲ ﺍﻝﻁﺭﻴﻘﺔ ﺍﻷﻭﻝﻰ ،ﻓﻨﺠﺩﻫﺎ ﺍﺴﺘﻐﻨﺕ ﻋﻥ ﻤﺭﺤﻠﺔ ﺘﻘﻴﻴﻡ ﺍﻝﻌﺒﺎﺭﺍﺕ ﻋﻠﻰ ﺃﺴﺎﺱ ﺭﺃﻱ ﺍﻝﺤﻜﺎﻡ ﻜﻤﺎ ﺃﻨﻬﺎ»:ﻻ
ﺘﻁﻠﺏ ﻤﻥ ﺍﻝﻌﺎﻤل ﻭﻀﻊ ﻋﻼﻤﺔ ﺃﻤﺎﻡ ﺍﻝﺠﻤﻠﺔ ﺍﻝﺘﻲ ﺘﻭﺍﻓﻕ ﺭﺃﻴﻪ ،ﺒل ﻴﺴﺘﺠﻴﺏ ﻝﻜل ﺠﻤﻠﺔ ﺒﺘﺒﻴﺎﻥ ﺩﺭﺠﺔ
ﻤﻭﺍﻓﻘﺘﻪ«) ،(3ﻭﻭﺴﻌﺕ ﻨﻁﺎﻕ ﺍﻻﺴﺘﺠﺎﺒﺎﺕ ﺇﻝﻰ ﺨﻤﺱ ﺁﺭﺍﺀ ﺇﻻ ﺃﻨﻬﺎ ﻝﻡ ﺘﻭﻀﺢ ﺍﻝﺤﺩﻭﺩ ﺒﻴﻥ ﻜل ﺍﺴﺘﺠﺎﺒﺔ
ﻭﺃﺨﺭﻯ ،ﻓﺎﻝﻌﺎﻤل ﻴﺘﻌﺴﺭ ﻋﻠﻴﻪ ﺍﻝﺘﻔﺭﻗﺔ ﺒﻴﻥ ﻤﻭﺍﻓﻕ ﺠﺩﺍ ﻭﻤﻭﺍﻓﻕ ﺃﻭ ﺒﻴﻥ ﻤﻌﺎﺭﺽ ﻭﻤﻌﺎﺭﺽ ﺠﺩﺍ ،ﻓﺈﺫﺍ
ﻜﺎﻨﺕ ﻁﺭﻴﻘﺔ ﺜﺭﺴﺘﻭﻥ ﺘﻌﻁﻲ ﺩﺭﺠﺔ ﻝﻬﺎ ﺩﻻﻝﺔ ﻓﻲ ﺤﺩ ﺫﺍﺘﻬﺎ ﺃﻱ ﺘﻭﻀﺢ ﻤﻭﻗﻊ ﺍﻝﻔﺭﺩ ﻋﻠﻰ ﺍﻝﻤﻘﻴﺎﺱ
ﻓﻁﺭﻴﻘﺔ ﻝﻴﻜﺎﺭﺕ ﺘﻔﺴﺭ ﺩﺭﺠﺔ ﺃﻱ ﻓﺭﺩ ﻀﻤﻥ ﺍﻝﺩﺭﺠﺎﺕ ﺍﻝﺘﻲ ﻴﺤﺼل ﻋﻠﻴﻬﺎ ﺍﻷﻓﺭﺍﺩ ﺍﻵﺨﺭﻭﻥ.
-3-2-2ﻁﺭﻴﻘﺔ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﺤﺭﺠﺔ ﻝﻬﺭﺯﻴﺭﻍ :ﺘﻘﻭﻡ ﻫﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﻋﻠﻰ ﺘﻭﺠﻴﻪ ﺴﺅﺍﻝﻴﻥ ﺭﺌﻴﺴﻴﻴﻥ
ﻝﻸﻓﺭﺍﺩ ﻫﻤﺎ):(4
-ﺘﺫﻜﺭ ﺍﻷﻭﻗﺎﺕ ﺍﻝﺘﻲ ﺸﻌﺭﺕ ﻓﻴﻬﺎ ﺒﺴﻌﺎﺩﺓ ﻭﺘﺘﻌﻠﻕ ﺒﻌﻤﻠﻙ ﻭﺤﺩﺩ ﺃﺴﺒﺎﺏ ﺫﻝﻙ.
-ﺘﺫﻜﺭ ﺍﻷﻭﻗﺎﺕ ﺍﻝﺘﻲ ﺸﻌﺭﺕ ﺨﻼﻝﻬﺎ ﺒﺎﺴﺘﻴﺎﺀ ﺸﺩﻴﺩ ﻤﻥ ﻋﻤﻠﻙ ﻭﺤﺩﺩ ﺃﺴﺒﺎﺏ ﺫﻝﻙ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺘﻬﺩﻑ ﺍﻝﻁﺭﻴﻘﺔ ﻭﻤﻥ ﺨﻼل ﺍﻝﺴﺅﺍﻝﻴﻥ ﺇﻝﻰ ﻤﻌﺭﻓﺔ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﻤﻥ ﻋﺩﻤﻪ ﻤﻊ ﺍﻜﺘﺸﺎﻑ
ﺍﻷﺴﺒﺎﺏ ﺍﻝﻤﺅﺩﻴﺔ ﺇﻝﻰ ﻜﻠﺘﺎ ﺍﻝﺤﺎﻝﺘﻴﻥ ،ﻭﺍﻝﻤﻼﺤﻅ ﺃﻥ ﻤﺜل ﻫﺫﺍ ﺍﻝﻁﺭﺡ ﻴﻔﺘﺢ ﺍﻝﻤﺠﺎل ﺃﻤﺎﻡ ﺍﻝﺫﺍﺘﻴﺔ ﻭﻨﻌﻨﻲ
ﺒﺫﻝﻙ ﺃﻥ ﺍﻹﺠﺎﺒﺎﺕ ﺍﻝﻤﻔﺘﻭﺤﺔ ﺘﺘﻴﺢ ﻓﺭﺼﺔ ﺍﻝﺘﺤﻴﺯ ﻓﻲ ﺘﺤﺩﻴﺩ ﺍﻷﺴﺒﺎﺏ ﺤﺘﻰ ﻭﺇﻥ ﻜﺎﻨﺕ ﺒﺴﻴﻁﺔ ﺘﻀﺨﻡ
ﻭﺘﺼﺒﺢ ﺃﺴﺒﺎﺏ ﺃﺴﺎﺴﻴﺔ ﻭﺭﺌﻴﺴﻴﺔ ﻓﻲ ﺤﺩﻭﺙ ﺍﻝﺴﻌﺎﺩﺓ ﺃﻭ ﺍﻻﺴﺘﻴﺎﺀ ،ﻭﻋﻠﻴﻪ ﺇﺫﺍ ﺃﺭﺍﺩ ﺍﻝﺒﺎﺤﺙ ﺍﻝﺤﺼﻭل
ﻋﻠﻰ ﻤﻌﻠﻭﻤﺎﺕ ﺃﻭﻓﺭ ﻋﻥ ﺃﺴﺒﺎﺏ ﺍﻝﺴﻌﺎﺩﺓ ﻭﺃﺴﺒﺎﺏ ﺍﻻﺴﺘﻴﺎﺀ ﻭﺠﺏ ﺘﻭﺴﻴﻊ ﺩﺍﺌﺭﺓ ﺍﻝﺴﺅﺍل.
ﻝﻬﺫﺍ ﺍﻝﺴﺒﺏ ﺘﻡ ﺍﻗﺘﺭﺍﺡ ﺃﺴﻠﻭﺒﺎ ﺁﺨﺭ ﻻﺴﺘﺨﺩﺍﻡ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﺤﺭﺠﺔ ﺒﻁﺭﻴﻘﺔ ﻤﻐﺎﻴﺭﺓ ﻻﺴﺘﺨﺩﺍﻡ
ﻫﺭﺯﺒﺭﻍ ﻝﻬﺎ ،ﺫﻝﻙ ﺍﻷﺴﻠﻭﺏ ﺸﺒﻴﻪ ﺒﺎﺴﺘﺨﺩﺍﻡ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﺤﺭﺠﺔ ﻝﻘﻴﺎﺱ ﺍﻷﺩﺍﺀ ،ﻓﻭﻓﻘﺎ ﻝﻠﻁﺭﻴﻘﺔ ﺍﻝﺠﺩﻴﺩﺓ ،ﻴﺘﻡ
ﺘﺠﻤﻴﻊ ﻋﺩﺩ ﻤﻌﺘﺒﺭ ﻤﻥ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﺤﺭﺠﺔ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﻤﺸﺎﻋﺭ ﺍﻝﺴﻌﺎﺩﺓ ﻭﻤﺸﺎﻋﺭ ﺍﻻﺴﺘﻴﺎﺀ ﻭﺒﻨﻔﺱ ﺃﺴﻠﻭﺏ
ﺍﻝﺴﺅﺍﻝﻴﻥ ﺍﻝﺴﺎﺒﻘﻴﻥ ،ﻭﺘﻠﻴﻬﺎ ﻤﺭﺤﻠﺔ ﺍﻝﺘﺤﻠﻴل ﻭﺍﻝﻔﺭﺯ ﻻﻨﺘﻘﺎﺀ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﺘﻲ ﺘﺭﺘﺒﻁ ﺒﻤﺸﺎﻋﺭ ﺍﻝﺴﻌﺎﺩﺓ ﻓﻲ
ﺍﻝﻌﻤل ﻭﻤﺸﺎﻋﺭ ﺍﻻﺴﺘﻴﺎﺀ ﻤﻨﻪ ،ﻭﺘﺭﺘﺏ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﻤﻨﺘﻘﺎﺓ ﻓﻲ ﺸﻜل ﻗﺎﺌﻤﺔ ﺘﻀﻡ ﺠﺎﻨﺏ ﻤﻌﻴﻥ ﻓﻲ ﺠﻭﺍﻨﺏ
ﺍﻝﻌﻤل ﻜﺎﻷﺠﺭ ،ﻭﺍﻹﺸﺭﺍﻑ ﻭﺍﻻﺘﺼﺎل ،...ﻜل ﺫﻝﻙ ﻴﺴﻬل ﻋﻠﻰ ﺍﻝﻔﺭﺩ ﺘﺤﺩﻴﺩ ﺩﺭﺠﺔ ﺘﻜﺭﺍﺭ ﻜل ﻭﺍﻗﻌﺔ
ﻤﻥ ﻤﺠﻤﻭﻉ ﺍﻝﻭﻗﺎﺌﻊ ﺍﻝﺘﻲ ﺘﺤﺘﻭﻴﻬﺎ ﺍﻝﻘﺎﺌﻤﺔ ،ﺍﻝﻐﺎﻴﺔ ﻤﻥ ﺫﻝﻙ ﺘﻔﺎﺩﻱ ﻋﻴﻭﺏ ﺍﻝﺘﺤﻴﺯ ﻭﺍﻝﻨﺯﻋﺎﺕ ﺍﻝﻔﺭﺩﻴﺔ).(1
ﻓﺒﺎﻝﻤﻘﺎﺭﻨﺔ ﻤﻊ ﻁﺭﻴﻘﺔ ﻫﺭﺯﺒﺭﻍ ﻨﺠﺩﻫﺎ ﹸﺘﺨﹾﻀﻊ ﺘﻜﻭﻴﻥ ﺍﻝﻤﻘﻴﺎﺱ ﺍﻝﻨﻬﺎﺌﻲ ﻝﻀﻭﺍﺒﻁ ﺃﻜﺜﺭ ﺩﻗﺔ ﻤﻥ
ﻁﺭﻴﻘﺔ ﻫﺭﺯﺒﺭﻍ ﺫﺍﺕ ﺍﻻﺴﺘﺠﺎﺒﺎﺕ ﺍﻝﻤﻔﺘﻭﺤﺔ.
-4-2-2ﻁﺭﻴﻘﺔ ﺍﻝﻔﺭﻭﻕ ﺫﺍﺕ ﺍﻝﺩﻻﻝﺔ ﻷﺴﻜﻭﺩ ﻭﺯﻤﻼﺌﻪ :ﺘﻌﺭﻑ ﺒﻁﺭﻴﻘﺔ ﺘﻌﻴﻴﻥ ﺍﻝﻭﻀﻊ ﺍﻝﺫﺍﺘﻲ
ﻗﺩﻤﻬﺎ ﺍﺴﻜﻭﺩ ﻭﺯﻤﻼﺌﻪ ﻋﺎﻡ ،1957ﻜﻤﺎ ﺘﻌﺭﻑ ﺒﻁﺭﻴﻘﺔ ﺍﻝﻔﺭﻭﻕ ﺫﺍﺕ ﺍﻝﺩﻻﻝﺔ ،ﻭﺘﻌﺘﻤﺩ ﻓﻲ ﺫﻝﻙ ﻋﻠﻰ
ﺍﻝﺩﻻﻝﺔ ﺍﻝﻠﻐﻭﻴﺔ).(2
ﻝﻘﺩ ﺍﻫﺘﻡ ﺃﺴﻜﻭﺩ Osgoodﻤﻨﺫ ﺩﺭﺍﺴﺘﻪ ﺍﻝﺠﺎﻤﻌﻴﺔ ﺒﺎﻵﺩﺍﺏ ﺇﻝﻰ ﺠﺎﻨﺏ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ،ﻭﺒﻔﻀل
ﺩﺭﺍﺴﺘﻪ ﻭﺭﺼﻴﺩﻩ ﺍﻝﻠﻐﻭﻱ ﻭﻤﻌﻠﻭﻤﺎﺘﻪ ﺍﻝﻨﻔﺴﻴﺔ ﻭﻀﻊ ﻨﻅﺭﻴﺔ ﺴﻠﻭﻜﻴﺔ ﻝﻤﻌﻨﻰ ﺍﻝﻜﻠﻤﺎﺕ ،ﻭﻗﺎﻡ ﺒﺼﻴﺎﻏﺔ
ﻤﻘﻴﺎﺱ ﻝﻘﻴﺎﺱ ﺍﻝﻤﺴﺎﻓﺎﺕ ﺍﻝﻤﻭﺠﻭﺩﺓ ﺒﻴﻥ ﻤﻌﺎﻨﻲ ﺍﻝﻜﻠﻤﺎﺕ ﻭﺍﻝﺘﻤﺎﻴﺯ ﺒﻴﻨﻬﻤﺎ ،ﺇﺫ ﺭﺒﻁ »ﺒﻴﻥ ﺍﻻﺘﺠﺎﻩ ﻭﺍﻝﻠﻐﺔ
ﻭﺭﺃﻯ ﺒﺄﻥ ﺍﻻﺘﺠﺎﻩ ﻋﺒﺎﺭﺓ ﻋﻥ ﺃﻫﻡ ﺍﻷﺒﻌﺎﺩ ﺍﻝﺘﻲ ﺘﻜﻭﻥ ﻤﻌﻨﻰ ﺍﻝﻜﻠﻤﺎﺕ ﺃﻭ ﻨﺯﻋﺔ ﺍﻝﻤﻴل ﻨﺤﻭ ﺸﻲﺀ ﺃﻭ
ﻤﻭﻀﻊ ﻤﺎ ،ﺃﻭ ﻝﻠﻨﻔﻭﺭ ﻤﻨﻪ«) .(3ﻓﺎﻓﺘﺭﺍﻀﻪ ﻗﺎﺌﻡ ﻋﻠﻰ ﺘﺨﻴل ﺍﻝﻤﺴﺎﻓﺔ ﺃﻭ ﺍﻝﺒﻌﺩ ﺒﻴﻥ ﻤﻌﺎﻨﻲ ﺍﻝﻜﻠﻤﺎﺕ
ﺍﻝﻤﻭﺠﻭﺩﺓ ﻓﻲ ﺤﻴﺯ ﻓﻀﺎﺌﻲ ﺫﻱ ﻤﺭﻜﺯ ﻴﻤﺜل ﺍﻝﻼﻤﻌﻨﻰ )ﺍﻨﻌﺩﺍﻡ ﺍﻝﻤﻌﻨﻰ( ،ﻓﻜﻠﻤﺎ ﺇﻗﺘﺭﺏ ﺍﻝﻤﻌﻨﻰ ﻤﻥ
ﺍﻝﻤﺭﻜﺯ ﻜﻠﻤﺎ ﻜﺎﻨﺕ ﺍﻝﻜﻠﻤﺎﺕ ﺫﺍﺕ ﻤﻌﻨﻰ ﻀﻌﻴﻑ ﺇﻝﻰ ﺃﻥ ﺘﺼﺒﺢ ﺩﻭﻥ ﻤﻌﻨﻰ ﻋﻨﺩ ﺍﻝﺘﺼﺎﻗﻬﺎ ﺒﻪ ،ﻓﺎﻻﺘﺠﺎﻩ
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻭﻓﻘﺎ ﻝﺫﻝﻙ ﺫﻭ ﻗﻁﺒﻴﻥ ﺃﺤﺩﻫﻤﺎ ﻤﻭﺠﺏ ﻭﺍﻵﺨﺭ ﺴﺎﻝﺏ ،ﺒﻴﻨﻬﻤﺎ ﺩﺭﺠﺎﺕ ﻤﺘﻔﺎﻭﺘﺔ ﻓﻲ ﺍﻝﻘﻭﺓ.
ﻭﻴﺘﻜﻭﻥ ﻤﻘﻴﺎﺱ ﺍﻝﺭﻀﺎ ﻭﻓﻕ ﻫﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﻤﻥ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻤﻘﺎﻴﻴﺱ ﺍﻝﺠﺯﺌﻴﺔ ﻝﻜل ﺠﺎﻨﺏ ﻤﻥ
ﺠﻭﺍﻨﺏ ﺍﻝﻌﻤل ﻤﺜل ﺍﻷﺠﺭ ،ﺍﻝﺘﺭﻗﻴﺔ ،...ﻭﻴﺸﺘﺭﻁ ﺃﻥ ﻴﺤﺘﻭﻯ ﻜل ﻤﻘﻴﺎﺱ ﻋﻠﻰ ﻗﻁﺒﻴﻥ ﻤﺘﻌﺎﺭﻀﻴﻥ ﻓﻲ
ﺍﻝﻤﻌﻨﻰ ،ﻭﻴﺤﺼﺭﺍﻥ ﻋﺩﺩ ﻤﻥ ﺍﻝﺩﺭﺠﺎﺕ).(1
ﻴﻜﻭﻥ ﻜل ﻤﻘﻴﺎﺱ ﻋﻠﻰ ﺸﻜل ﺨﻁ ﻤﺴﺘﻘﻴﻡ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﻁﺭﻓﻴﻪ ﺘﺘﻭﺍﺠﺩ ﺼﻔﺔ ﻤﻨﺎﻗﻀﺔ ﻝﻠﺼﻔﺔ
ﺍﻝﻤﻘﺎﺒﻠﺔ ﻝﻬﺎ ﺒﻴﻨﻬﻤﺎ ﺴﺒﻊ ﺩﺭﺠﺎﺕ ﻤﻘﺴﺔ ﻋﻠﻰ ﺍﻝﻨﺤﻭ ﺍﻝﺘﺎﻝﻲ:
-ﻤﻥ 5ﺇﻝﻰ 7ﺘﺩل ﻋﻠﻰ ﺍﻻﺘﺠﺎﻩ ﺍﻹﻴﺠﺎﺒﻲ.
-ﻤﻥ 1ﺇﻝﻰ 3ﺘﺩل ﻋﻠﻰ ﺍﻻﺘﺠﺎﻩ ﺍﻝﺴﻠﺒﻲ.
-ﺍﻝﻨﻘﻁﺔ 4ﺘﺩل ﻋﻠﻰ ﺍﻝﺤﻴﺎﺩ.
ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﻓﻲ ﺍﻝﻨﻤﻭﺩﺝ ﺍﻝﺘﺎﻝﻲ:
ﻏﻴﺭ ﻤﻼﺌﻤﺔ ﻝﻠﻌﻤل 1 2 3 4 5 6 7 ﻤﻼﺌﻤﺔ ﻝﻠﻌﻤل
ﻏﻴﺭ ﻤﻨﻅﻤﺔ 1 2 3 4 5 6 7 ﻤﻨﻅﻤﺔ
ﻭﻓﻘﺎ ﻝﻬﺫﻩ ﺍﻝﻤﺠﻤﻭﻋﺎﺕ ﺍﻝﺠﺯﺌﻴﺔ ﻴﺨﺘﺎﺭ ﺍﻝﻔﺭﺩ ﺍﻝﺩﺭﺠﺔ ﺍﻝﺘﻲ ﺘﻌﻜﺱ ﺍﺘﺠﺎﻫﻪ ﻭﻤﺸﺎﻋﺭﻩ ﺍﺘﺠﺎﻩ ﻜل
ﻤﻘﻴﺎﺱ ﺠﺯﺌﻲ ،ﻭﻴﺘﻡ ﺠﻤﻊ ﺍﻝﺩﺭﺠﺎﺕ ﺍﻝﺠﺯﺌﻴﺔ ﻝﻴﺘﺸﻜل ﺍﻝﻤﺠﻤﻭﻉ ﺍﻝﻤﻤﺜل ﻝﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻋﻤﻠﻪ.
ﺇﻥ ﺘﻜﻭﻴﻥ ﺍﻝﻤﻘﻴﺎﺱ ﻭﻓﻕ ﻫﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﻴﻌﺘﻤﺩ ﻋﻠﻰ ﺍﻝﺼﻔﺎﺕ ﺍﻝﺘﻲ ﺘﺭﺩ ﺇﻝﻰ ﺃﺩﻫﺎﻥ ﺍﻷﻓﺭﺍﺩ ﺤﺎﻝﺔ
ﺴﻤﺎﻋﻬﻡ ﺍﻝﻤﻔﻬﻭﻡ ﺍﻝﻤﺭﺍﺩ ﻗﻴﺎﺴﻪ ﻜﺎﻷﺠﺭ ﻤﺜﻼ ،ﻭﺘﺠﻤﻊ ﻜل ﺍﻝﺼﻔﺎﺕ ﻝﻴﺨﺘﺎﺭ ﻤﻨﻬﺎ ﺍﻷﻜﺜﺭ ﺘﻜﺭﺍﺭﺍ ﻭﻴﺘﻡ
ﺘﺭﺘﻴﺒﻬﺎ ﻤﻘﺎﺒﻠﺔ ﺒﺎﻝﺼﻔﺎﺕ ﺍﻝﻤﺘﻨﺎﻗﻀﺔ ﻝﻬﺎ ،ﻭﻝﺒﻨﺎﺀ ﻤﻘﻴﺎﺱ ﻴﻀﻡ ﻋﺒﺎﺭﺍﺕ ﻤﻌﺒﺭﺓ ﻋﻥ ﺍﻝﻤﻔﻬﻭﻡ ﻴﻌﺘﻤﺩ ﻓﻲ
ﺫﻝﻙ ﻋﻠﻰ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﺒﻤﻌﻨﻰ ﺍﺨﺘﻴﺎﺭ ﺍﻝﺼﻔﺎﺕ ﺫﺍﺕ ﺍﻻﺭﺘﺒﺎﻁ ﺍﻝﻘﻭﻱ ﺒﺎﻝﻤﻔﻬﻭﻡ ،ﻭﺤﺴﺏ ﺩﺭﺍﺴﺎﺕ
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.414:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺃﺴﻜﻭﺩ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﻤﻔﺎﻫﻴﻡ ﻓﺈﻥ ﻫﻨﺎﻙ ﺜﻼﺜﺔ ﺃﺒﻌﺎﺩ ﻝﻠﺘﻤﺎﻴﺯ ﺍﻝﻠﻐﻭﻱ ﺍﻷﻭل ﺍﻝﺒﻌﺩ ﺍﻝﺘﻘﻭﻴﻤﻲ ،ﻴﺘﻤﺜل ﻓﻲ
ﺍﻝﺼﻔﺎﺕ ﺍﻝﺘﻲ ﻨﻌﻁﻴﻬﺎ ﻝﻅﺎﻫﺭﺓ ﻤﺎ ﻜﺠﻤﻴل -ﻗﺒﻴﺢ ،ﺠﻴﺩ -ﺴﻴﺊ ، ..ﻭﺍﻝﺜﺎﻨﻲ ﺍﻝﺒﻌﺩ ﺍﻝﺤﺭﻜﻲ ﺃﻭ ﻤﺎ ﻴﺘﻌﻠﻕ
ﺒﺎﻝﻨﺸﺎﻁ ﻭﺍﻝﺤﺭﻜﺔ ﻤﺜل ﺴﺭﻴﻊ -ﺒﻁﻲﺀ ،ﻨﺸﻴﻁ –ﻜﺴﻭل ،...ﻭ ﺍﻝﺒﻌﺩ ﺍﻝﺜﺎﻝﺙ ﻴﻤﺜل ﺍﻝﻘﻭﺓ ﻭﻴﺸﻤل ﺼﻔﺎﺕ
ﺍﻝﻘﻭﺓ ﻜﻘﻭﻱ –ﻀﻌﻴﻑ ،ﺼﻠﺏ –ﻝﻴﻥ ...ﻭﻴﻨﻅﺭ ﺇﻝﻴﻬﺎ ﻜﺄﺒﻌﺎﺩ ﺜﺎﺒﺘﺔ ﻓﻲ ﻜل ﺍﻝﻠﻐﺎﺕ ﻭﺍﻝﺜﻘﺎﻓﺎﺕ ،ﻝﻜﻥ ﻨﺠﺩ
ﻤﻥ ﺍﻝﺒﺎﺤﺜﻴﻥ ﻤﻥ ﻴﻌﺎﺭﻀﻭﻥ ﺍﻝﺭﺃﻱ ﻤﺅﻜﺩﻴﻥ ﻨﺴﺒﻴﺔ ﺩﻻﻝﺔ ﺍﻝﻠﻐﺔ ،ﺒﻤﻌﻨﻰ ﺇﻤﻜﺎﻨﻴﺔ ﺒﺭﻭﺯ ﺃﺒﻌﺎﺩ ﺃﺨﺭﻯ
ﺨﺎﺼﺔ ﺒﻤﺠﺘﻤﻊ ﻤﺎ ﺃﻭ ﺜﻘﺎﻓﺔ ﻤﻌﻴﻨﺔ).(1
ﺇﻥ ﺍﻝﻤﻴﺯﺓ ﺍﻷﺴﺎﺴﻴﺔ ﻝﻬﺫﻩ ﺍﻝﻁﺭﻴﻘﺔ ﺘﻜﻤﻥ ﻓﻲ ﺍﻝﺒﺤﺙ ﻋﻥ ﻤﻌﺎﻨﻲ ﺍﻝﻜﻠﻤﺎﺕ ﻭﺩﻻﻻﺘﻬﺎ ،ﻭﻤﻥ
ﻋﻴﻭﺒﻬﺎ ﺼﻌﻭﺒﺔ ﺍﻝﺘﻔﺭﻗﺔ ﺒﻴﻥ ﺍﻝﺩﺭﺠﺎﺕ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﺃﻱ ﺼﻌﻭﺒﺔ ﺘﺨﻴل ﺍﻝﺤﺩﻭﺩ ﺍﻝﻔﺎﺼﻠﺔ ﺒﻴﻥ ﻜل
ﺩﺭﺠﺔ ﻭﺃﺨﺭﻯ ،ﻭﺘﺄﻜﻴﺩﻫﺎ ﻋﻠﻰ ﺃﻥ ﺍﻝﺩﺭﺠﺔ ﺍﻝﻭﺴﻁﻰ ﺒﻤﺜﺎﺒﺔ ﺍﻝﺤﻴﺎﺩ ﻓﻲ ﺍﻹﺠﺎﺒﺔ ،ﺇﻻ ﺃﻨﻬﺎ ﻗﺩ ﺘﻌﻜﺱ
ﺤﺎﻻﺕ ﻨﻔﺴﻴﺔ ﻜﺎﻝﻼﻤﺒﺎﻻﺓ ﻤﺜﻼ.
ﻝﻺﺸﺎﺭﺓ ﺃﻨﻪ ﺍﺴﺘﺨﺩﻤﺕ ﻁﺭﻕ ﺃﺨﺭﻯ ﻤﻥ ﻁﺭﻑ ﺒﺎﺤﺜﻴﻥ ﺁﺨﺭﻴﻥ ﻝﻘﻴﺎﺱ ﺍﻝﺭﻀﺎ ﻜﺄﺴﻠﻭﺏ
ﺍﻝﻤﻼﺤﻅﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ ﻝﺴﻠﻭﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺎﺕ ،ﻓﻨﺠﺩ ﻜل ﻤﻥ ﺭﻭﺸﻠﺯ ﻭﺒﺭﻭﺠﻭ ﺩﻴﻜﺴﻭﻥ 1939
ﺍﺴﺘﺨﺩﻡ ﺃﺴﻠﻭﺏ ﺍﻝﻤﻼﺤﻅﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ ﻝﺴﻠﻭﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﻝﻴﻘﻭﻤﺎ ﺒﻌﺩ ﺫﻝﻙ ﺒﺎﺴﺘﺨﻼﺹ ﺒﻌﺽ ﺍﻝﻤﻼﺤﻅﺎﺕ
ﺤﻭل ﻤﻭﺍﻗﻑ ﻭﻤﺸﺎﻋﺭ ﻭﺤﻭﺍﻓﺯ ﺃﻭﻝﺌﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻋﻠﻰ ﻀﻭﺀ ﻤﺎ ﺘﻤﺕ ﻤﻼﺤﻅﺘﻪ ﻤﻥ ﺠﻭﺍﻨﺏ ﺴﻠﻭﻜﻬﻡ،
ﻭﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﻨﺠﺩ ﻜﺎﺘﺯل ﻴﺭﻯ ﺃﻥ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﻤﺜل ﺍﻝﻔﺭﻕ ﺒﻴﻥ ﻤﺎ ﻴﺤﻘﻘﻪ ﺍﻝﻔﺭﺩ ﻓﻌﻼ
ﻭﻤﺎ ﻴﻁﻤﺢ ﺇﻝﻰ ﺘﺤﻘﻴﻘﻪ ،ﻭﻴﻔﺘﺭﺽ ﻜﺎﺘﺯل ﺃﻨﻪ ﻤﻥ ﺍﻝﻀﺭﻭﺭﻱ ﻗﺴﻤﺔ ﻫﺫﺍ ﺍﻝﻔﺭﻕ ﻋﻠﻰ ﻤﻘﺩﺍﺭ ﺍﻝﻌﻤل ﺍﻝﺫﻱ
ﻴﻁﻤﺢ ﺍﻝﻔﺭﺩ ﺇﻝﻰ ﺘﺤﻘﻴﻘﻪ ﻤﻨﻪ ،ﻭﻋﺒﺭ ﻋﻥ ﻤﻘﺩﺍﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺎﻝﻤﻌﺎﺩﻝﺔ ﺍﻝﺘﺎﻝﻴﺔ):(2
] )−1ح −ط([
ﺍﻝﺭﻀﺎ=
ط
ﺤﻴﺙ :ﺡ :ﻤﻘﺩﺍﺭ ﺍﻝﻌﻤل ﺍﻝﻔﻌﻠﻲ.
ﻁ :ﻤﻘﺩﺍﺭ ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﻴﻁﻤﺢ ﺍﻝﻔﺭﺩ ﺘﺤﻘﻴﻘﻪ.
ﻨﺅﻜﺩ ﻓﻲ ﺍﻝﻨﻬﺎﻴﺔ ﻭﺇﻥ ﺘﻌﺩﺩﺕ ﻁﺭﻕ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺎﺨﺘﻼﻑ ﻭﺠﻬﺎﺕ ﻨﻅﺭ ﺍﻝﺒﺎﺤﺜﻴﻥ
ﻋﻠﻰ ﺃﻥ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﻝﻴﺱ ﺒﺎﻷﻤﺭ ﺍﻝﻬﻴﻥ ﻨﻅﺭﹰﺍ ﻻﺭﺘﺒﺎﻁﻪ ﺒﺤﺎﻝﺔ ﺸﻌﻭﺭﻴﺔ ﺨﺎﺼﺔ ﺒﺎﻝﻔﺭﺩ ،ﻤﻤﺎ ﻴﺴﺘﻠﺯﻡ
ﺘﻁﺒﻴﻕ ﺃﻱ ﻤﻘﻴﺎﺱ ﺒﻜل ﻋﻨﺎﻴﺔ ﻭﺩﻗﺔ.
-128-
ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
-129-
ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺃﻤﺎ ﺍﻝﻜﻔﺎﺀﺓ ،ﻓﺘﻌﻨﻲ ﺇﻨﺠﺎﺯ ﺍﻷﻋﻤﺎل ﺒﻁﺭﻴﻘﺔ ﻻ ﺘﺅﺩﻱ ﺇﻝﻰ ﺇﻫﺩﺍﺭ ﻭﻀﻴﺎﻉ ﺍﻝﻤﻭﺍﺭﺩ ﺩﻭﻥ
ﺠﺩﻭﻯ) ،(3ﻓﻬﻲ ﺍﻻﺴﺘﻐﻼل ﺍﻝﻌﻘﻼﻨﻲ ﻝﻠﻤﻭﺍﺭﺩ ﺍﻝﻤﺘﺎﺤﺔ ﺒﻐﻴﺔ ﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ ﺍﻝﻤﺴﻁﺭﺓ .ﺃﻤﺎ ﺍﻷﺩﺍﺀ ،ﻓﻴﻌﺒﺭ
ﻋﻥ »ﺍﻷﺜﺭ ﺍﻝﺼﺎﻓﻲ ﻝﺠﻬﻭﺩ ﺍﻝﻔﺭﺩ ﺍﻝﺘﻲ ﺘﺒﺩﺃ ﺒﺎﻝﻘﺩﺭﺍﺕ ﻭﺇﺩﺭﺍﻙ ﺍﻝﺩﻭﺭ ﺃﻭ ﺍﻝﻤﻬﺎﻡ ﻭﺍﻝﺫﻱ ﺒﺎﻝﺘﺎﻝﻲ ﻴﺸﻴﺭ ﺇﻝﻰ
ﺩﺭﺠﺔ ﺘﺤﻘﻴﻕ ﻭﺇﺘﻤﺎﻡ ﺍﻝﻤﻬﺎﻡ ﺍﻝﻤﻜﻭﻨﺔ ﻝﻭﻅﻴﻔﺔ ﺍﻝﻔﺭﺩ«) ،(4ﻜﻤﺎ ﻴﻌﺭﻑ »ﺒﺄﻨﻪ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻤﻌﺎﻴﻴﺭ
ﺍﻝﻤﻼﺌﻤﺔ ﻝﻠﺘﻤﺜﻴل ﻭﺍﻝﻘﻴﺎﺱ ﺍﻝﺘﻲ ﻴﺤﺩﺩﻫﺎ ﺍﻝﺒﺎﺤﺜﻭﻥ ﻭﺍﻝﺘﻲ ﺘﻤﻜﻥ ﻤﻥ ﺇﻋﻁﺎﺀ ﺤﻜﻤﺎ ﻗﻴﻤﻴﺎ ﻋﻠﻰ ﺍﻷﻨﺸﻁﺔ
ﻭﺍﻝﻨﺘﺎﺌﺞ ﻭﺍﻝﻤﻨﺘﺠﺎﺕ ﻭﻋﻠﻰ ﺁﺜﺎﺭ ﺍﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ ﺍﻝﺒﻴﺌﺔ ﺍﻝﺨﺎﺭﺠﻴﺔ«) ،(5ﻭﻴﻌﺭﻑ ﺍﻷﺩﺍﺀ ﻓﻲ ﻤﺠﺎل ﺍﻝﺘﺴﻴﻴﺭ
ﻋﻠﻰ ﺃﻨﻪ ﺍﻝﻔﻌﺎﻝﻴﺔ ﻭﺍﻷﺩﺍﺀ ﻓﻲ ﻨﻔﺱ ﺍﻝﻭﻗﺕ ،ﻓﻬﻭ ﻴﻌﻨﻲ ﺒﻠﻭﻍ ﺍﻷﻫﺩﺍﻑ ﺍﻝﻤﺤﺩﺩﺓ ﺒﺄﻓﻀل ﺍﺴﺘﻐﻼل
)-(1ﺠﻼل ﺇﺒﺭﺍﻫﻴﻡ ﺍﻝﻌﺒﺩ ،ﺇﺩﺍﺭﺓ ﺍﻷﻋﻤﺎل –ﻤﺩﺨل ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻭﺒﻨﺎﺀ ﺍﻝﻤﻬﺎﺭﺍﺕ -ﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﺔ ﺍﻝﺠﺩﻴﺩﺓ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ
،2003ﺹ.20:
(2)-
C.Alazard et S.Seport, Control de gestion : manuel et application, ed, Dunod, Paris, 2001, P7.
)-(3ﺠﻼل ﺇﺒﺭﺍﻫﻴﻡ ﺍﻝﻌﺒﺩ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.19:
)-(4ﻤﺤﻤﺩ ﺴﻌﻴﺩ ﺃﻨﻭﺭ ﺴﻠﻁﺎﻥ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.219:
)-(5ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ :ﺘﺤﻠﻴل ﻭﺘﻘﻴﻴﻡ ﺍﻷﺩﺍﺀ ﺍﻻﺠﺘﻤﺎﻋﻲ ﻓﻲ ﺍﻝﻤﻨﺸﺄﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ،ﻤﺠﻠﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﻉ ،18ﺩﻴﺴﻤﺒﺭ
،2002ﺹ.126:
-130-
ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻝﻺﻤﻜﺎﻨﻴﺎﺕ ﻭﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﻤﺘﺎﺤﺔ) ،(1ﻭﻨﺠﺩ ﻤﻔﺎﻫﻴﻡ ﺍﻷﺩﺍﺀ ﺘﺘﻌﺩﺩ ﺒﺘﻌﺩﺩ ﺍﻝﺠﻬﺎﺕ ﺍﻝﻤﺴﺘﺨﺩﻤﺔ ﻝﻬﺎ ،ﻭﻴﺼﻌﺏ
ﻭﻀﻊ ﺘﻌﺭﻴﻑ ﺒﺴﻴﻁ ﻭﻤﺤﺩﺩ ﻝﻪ ،ﻻ ﻝﺸﻲﺀ ﺴﻭﻯ ﻝﺘﻌﺩﺩ ﺍﻷﺒﻌﺎﺩ ﺍﻝﺘﻲ ﻴﺘﻜﻭﻥ ﻤﻨﻬﺎ ،ﻭﻤﻥ ﺒﻴﻥ ﺘﻠﻙ ﺍﻷﺒﻌﺎﺩ
ﻨﺠﺩ ﺍﻝﻔﻌﺎﻝﻴﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﻤﻌﺒﺭ ﻋﻨﻬﺎ ﺒﺩﺭﺠﺔ ﺍﻹﺸﺒﺎﻉ ﺍﻝﺘﻲ ﺘﻜﻭﻥ ﺴﺎﺌﺩﺓ ﻝﺩﻯ ﺍﻷﻓﺭﺍﺩ ،ﻓﺘﺤﺩﻴﺩ ﺍﻝﻔﻌﺎﻝﻴﺔ
ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻴﺘﻁﻠﺏ ﺍﺴﺘﺨﺩﺍﻡ ﺍﻷﺴﺎﻝﻴﺏ ﻭﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺘﻲ ﺘﻭﻀﺢ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﺴﺎﺌﺩ ﻝﺩﻯ ﺍﻷﻓﺭﺍﺩ
ﻓﺒﺈﻤﻜﺎﻨﻨﺎ ﺍﻝﻘﻭل ﻭﻋﻠﻰ ﻀﻭﺀ ﺍﻝﺘﻌﺭﻴﻔﻴﻥ ﺍﻝﺴﺎﺒﻘﻴﻥ ،ﺃﻥ ﺍﻷﺩﺍﺀ ﻫﻭ ﻤﺤﺼﻠﺔ ﺠﻬﻭﺩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ
ﺍﻝﻤﺒﺫﻭﻝﺔ ﻹﺘﻤﺎﻡ ﺃﻱ ﻋﻤﻠﻴﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺘﻜﻭﻥ ﻗﺎﺒﻠﺔ ﻝﻠﻘﻴﺎﺱ ﺒﻐﺭﺽ ﺍﻝﻭﺼﻭل ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺍﻷﻫﺩﺍﻑ
ﺍﻝﻤﺴﻁﺭﺓ.
ﻴﻌﺩ ﺴﻠﻭﻙ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻡ ﻨﺘﺎﺠﺎ ﻝﺘﻔﺎﻋل ﺨﺼﺎﺌﺼﻪ ﻭﺨﺼﺎﺌﺹ ﺒﻴﺌﺔ ﺍﻝﻌﻤل ،ﻓﻨﺠﺩ ﺴﻠﻭﻙ ﺍﻷﺩﺍﺀ
ﻭﺴﻠﻭﻙ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ،ﻭﺍﻝﺠﺩﻴﺭ ﺒﻨﺎ ﺘﺤﻠﻴل ﻤﻌﻨﻰ ﺫﻝﻙ ﻗﺒل ﺇﺩﺭﺍﺝ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﻭﺍﻷﺩﺍﺀ ،ﺇﺫ ﺃﻥ ﺴﻠﻭﻙ ﺍﻷﺩﺍﺀ ﺫﺍ ﺜﻼﺙ ﺃﺒﻌﺎﺩ ﺠﺯﺌﻴﺔ ﺘﻨﺩﺭﺝ ﻓﻴﻤﺎ ﻴﻠﻲ):(2
ﻜﻤﻴﺔ ﺍﻝﺠﻬﺩ :ﻭﺘﻤﺜل ﻤﻘﺩﺍﺭ ﺍﻝﻁﺎﻗﺔ ﺍﻝﺒﺩﻨﻴﺔ ﻭﺍﻝﻌﻘﻠﻴﺔ ﺍﻝﺘﻲ ﻴﺒﺫﻝﻬﺎ ﺍﻝﻔﺭﺩ ﻓﻲ ﺍﻝﻌﻤل ﺨﻼل ﻓﺘﺭﺓ ﺯﻤﻨﻴﺔ
ﻤﻌﻴﻨﺔ ،ﻭﺘﻌﺒﺭ ﻋﻥ ﺍﻝﺒﻌﺩ ﺍﻝﻜﻤﻲ ﻝﻠﻁﺎﻗﺔ ﺍﻝﻤﺒﺫﻭﻝﺔ ﻓﻲ ﺍﻝﻌﻤل.
ﻨﻭﻋﻴﺔ ﺍﻝﺠﻬﺩ :ﻭﺘﻌﻨﻲ ﺩﺭﺠﺔ ﺍﻝﺩﻗﺔ ﻭﺍﻝﺠﻭﺩﺓ ﺍﻝﺘﻲ ﻴﻨﺒﻐﻲ ﺃﻥ ﺘﺘﻁﺎﺒﻕ ﻭﻤﻭﺍﺼﻔﺎﺕ ﻨﻭﻋﻴﺔ ﻤﻌﻴﻨﺔ،
ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺃﻥ ﻨﻭﻋﻴﺔ ﺍﻝﺠﻬﺩ ﺘﻘﻴﺱ ﺩﺭﺠﺔ ﺨﻠﻭ ﺍﻷﺩﺍﺀ ﻤﻥ ﺍﻷﺨﻁﺎﺀ ،ﺇﺫ ﻨﺠﺩ ﺃﻨﻭﺍﻉ ﻤﻥ ﺍﻷﻋﻤﺎل
ﺘﻬﺘﻡ ﺒﻨﻭﻋﻴﺔ ﺍﻝﺠﻬﺩ ﺍﻝﻤﺒﺫﻭل ﺃﻜﺜﺭ ﻤﻥ ﺍﻫﺘﻤﺎﻤﻬﺎ ﺒﺴﺭﻋﺔ ﺍﻷﺩﺍﺀ ﻭﻜﻤﻴﺘﻪ ﺨﺎﺼﺔ ﺃﻨﻪ ﻓﻲ ﺍﻝﻭﻗﺕ
ﺍﻝﺭﺍﻫﻥ ﺍﺤﺘﻠﺕ ﺍﻝﺠﻭﺩﺓ ﺍﻝﻤﻜﺎﻨﺔ ﺍﻝﻌﺎﻝﻴﺔ.
ﻨﻤﻁ ﺍﻷﺩﺍﺀ :ﻫﻭ ﺍﻝﺫﻱ ﻴﺤﺩﺩ ﺍﻷﺴﻠﻭﺏ ﻭﺍﻝﻁﺭﻴﻘﺔ ﺍﻝﺘﻲ ﻴﺒﺫل ﺒﻬﺎ ﺍﻝﺠﻬﺩ ﻓﻲ ﺍﻝﻌﻤل ،ﻭﺘﻌﺩ ﺍﻝﻤﻌﺎﻴﻴﺭ
ﺍﻝﺜﻼﺜﺔ ﻜﻭﺴﻴﻠﺔ ﺘﺸﺘﻕ ﻤﻨﻬﺎ ﻤﻌﺎﻴﻴﺭ ﻭﻤﻘﺎﻴﻴﺱ ﻓﻌﺎﻝﻴﺔ ﺍﻷﺩﺍﺀ.
ﺃﻤﺎ ﻓﻴﻤﺎ ﻴﺨﺹ ﺴﻠﻭﻙ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻓﻼ ﻴﺨﺘﻠﻑ ﻋﻥ ﻜﻭﻨﻪ ﺫﻝﻙ ﺍﻝﻤﺴﺘﻭﻯ ﻤﻥ ﺍﻹﺸﺒﺎﻉ ﺍﻝﺫﻱ
ﺘﻭﻓﺭﻩ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﻭﺍﻤل ،ﻜﺎﻷﺠﺭ ،ﺍﻝﺘﺭﻗﻴﺔ ،ﺍﻝﻤﻌﺎﻤﻠﺔ ﺍﻝﺤﺴﻨﺔ ﻤﻥ ﺍﻝﺭﺅﺴﺎﺀ ،ﻅﺭﻭﻑ ﺍﻝﻌﻤل
ﺍﻝﻤﻼﺌﻤﺔ...ﺇﻝﺦ ،ﻜل ﺫﻝﻙ ﻴﺨﻠﻕ ﻤﺸﺎﻋﺭ ﻤﻌﻴﻨﺔ ﺍﺘﺠﺎﻩ ﺍﻝﻌﻤل.
ﻓﺄﻤﺎﻡ ﺍﻝﻁﺭﺡ ﺍﻝﻤﻭﺠﺯ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ﻴﻁﺭﺡ ﺍﻝﺴﺅﺍل ﻨﻔﺴﻪ ﻫل ﺘﻭﺠﺩ ﻋﻼﻗﺔ ﺒﻴﻥ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ؟ ﻓﺈﺫﺍ ﺘﻭﺍﺠﺩﺕ ﺍﻝﻌﻼﻗﺔ ﻫل ﻫﻲ ﻤﻁﻠﻘﺔ ﺃﻭ ﻨﺴﺒﻴﺔ؟
)-(1ﻤﺤﻤﺩ ﺍﻝﺼﺎﻝﺢ ﻗﺭﻴﺸﻲ ،ﺘﻘﻴﻴﻡ ﻓﻌﺎﻝﻴﺔ ﺒﺭﺍﻤﺞ ﺘﺩﺭﻴﺏ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻤﺫﻜﺭﺓ ﻤﻘﺩﻤﺔ ﻝﻨﻴل ﺸﻬﺎﺩﺓ ﺍﻝﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﺍﻝﻌﻠﻭﻡ
ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭﻋﻠﻭﻡ ﺍﻝﺘﺴﻴﻴﺭ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ﻗﺴﻨﻁﻴﻨﺔ ،2005 ،ﺹ.86:
)-(2ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.50:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺘﻭﺍﻝﺕ ﺍﻷﺒﺤﺎﺙ ﻭﺘﻀﺎﺭﺒﺕ ﺍﻵﺭﺍﺀ ﺤﻭل ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ،ﻓﻤﻨﺫ ﻅﻬﻭﺭ ﻋﻠﻡ
ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ ﻜﻔﺭﻉ ﻤﺴﺘﻘل ﻴﻬﺘﻡ ﺒﺎﻝﻤﺸﺎﻜل ﻭﺍﻝﻅﺭﻭﻑ ﺍﻝﻌﻤﻠﻴﺔ ،ﻜﺎﻨﺕ ﻋﻼﻗﺔ ﺍﻝﺭﻀﺎ ﺒﺎﻷﺩﺍﺀ ﻤﻥ ﺒﻴﻥ
ﺃﻫﻡ ﻤﻭﺍﻀﻴﻌﻪ ،ﻭﻋﻠﻰ ﺇﺜﺭ ﻨﺸﺭ ﻨﺘﺎﺌﺞ ﺩﺭﺍﺴﺎﺕ ﻫﺎﻭﺜﻭﺭﻥ ﺴﺎﺩ ﺍﻻﻋﺘﻘﺎﺩ ﺒﺄﻥ ﻤﺴﺘﻭﻯ ﺭﻀﺎ ﺍﻷﻓﺭﺩ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﻴﺅﺜﺭ ﻋﻠﻰ ﺍﻝﻜﺜﻴﺭ ﻤﻥ ﺠﻭﺍﻨﺏ ﺴﻠﻭﻜﻬﻡ ﻭﺨﺎﺼﺔ ﻓﻲ ﺃﺩﺍﺌﻬﻡ ،ﻝﺘﺘﻭﺼل ﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ
ﺍﻹﻨﺴﺎﻨﻴﺔ ﺇﻝﻰ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺘﻐﻴﺭ ﺴﺒﺒﻲ ﻭﺍﻷﺩﺍﺀ ﻤﺘﻐﻴﺭ ﻨﺎﺘﺞ ﺒﻌﺒﺎﺭﺓ ﺃﺨﺭﻯ ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﺍﻝﻌﻼﻗﺔ
ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ ﻴﻜﻭﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺘﻐﻴﺭ ﻤﺴﺘﻘل ﻴﺅﺜﺭ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ﺒﺎﻋﺘﺒﺎﺭﻩ ﻤﺘﻐﻴﺭ ﺘﺎﺒﻊ ،ﻓﻜﻠﻤﺎ
ﺍﺭﺘﻔﻊ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺃﺩﻯ ﺤﺘﻤﺎ ﺇﻝﻰ ﺍﺭﺘﻔﺎﻉ ﺃﺩﺍﺌﻪ ،ﺍﻝﺴﺭ ﻓﻲ ﺫﻝﻙ ﺃﻥ ﺍﺭﺘﻔﺎﻉ ﺭﻀﺎ
ﺍﻝﻔﺭﺩ ﻋﻥ ﻋﻤﻠﻪ ﻴﺯﻴﺩﻩ ﺤﻤﺎﺴﺎ ﻭﺭﻏﺒﺔ ﻓﻲ ﺒﺩل ﻤﺠﻬﻭﺩﺍﺕ ﺒﻜﻤﻴﺔ ﻭﻨﻭﻋﻴﺔ ﻭﻨﻤﻁ ﻤﺤﺩﺩ ﺍﺘﺠﺎﻩ ﻋﻤﻠﻪ ﻤﻤﺎ
ﻴﺅﺩﻱ ﺇﻝﻰ ﺍﺭﺘﻔﺎﻉ ﺃﺩﺍﺌﻪ ﻭﺇﻨﺘﺎﺠﻪ ،ﻭﺒﺎﻝﻌﻜﺱ ﻨﺠﺩ ﺫﻝﻙ ﺍﻝﻔﺭﺩ ﺍﻝﺫﻱ ﻴﻨﺨﻔﺽ ﺭﻀﺎﻩ ﻋﻥ ﻋﻤﻠﻪ ﻝﺴﺒﺏ ﺃﻭ
ﻵﺨﺭ ﻴﻘل ﺤﻤﺎﺴﻪ ﻭﻴﺒﺩﻱ ﻋﺩﻡ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺎﻝﻌﻤل ﻭﻴﺘﺒﻨﻰ ﺴﻠﻭﻜﺎﺕ ﻏﻴﺭ ﻤﺭﻏﻭﺏ ﻓﻴﻬﺎ ،ﻤﻤﺎ ﻴﺅﺩﻱ ﺇﻝﻰ ﻗﻠﺔ
ﺃﺩﺍﺌﻪ ﻭﺇﻨﺘﺎﺠﻪ ﻭﻜل ﺫﻝﻙ ﻴﻨﻌﻜﺱ ﺴﻠﺒﺎ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺼﻔﺔ ﻋﺎﻤﺔ.
ﻝﻘﺩ ﻓﺴﺭﺕ ﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﺍﻝﺘﺭﺍﺒﻁ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ﻤﻥ ﺠﺎﻨﺏ ﻭﺍﺤﺩ
ﺇﺫ ﺍﻋﺘﺒﺭﺕ ﺍﻷﻭل ﻤﺘﻐﻴﺭ ﻤﺴﺘﻘل ﻴﻤﺎﺭﺱ ﺘﺄﺜﻴﺭﻩ ﻋﻠﻰ ﺍﻝﻤﺘﻐﻴﺭ ﺍﻝﺜﺎﻨﻲ ﺍﻝﺘﺎﺒﻊ ﻝﻪ ،ﻓﻲ ﺤﻴﻥ ﻨﺠﺩ ﺃﻥ ﺍﻝﻔﻜﺭ
ﺍﻹﺩﺍﺭﻱ ﺍﻝﺤﺩﻴﺙ ﻭﻤﺎ ﺘﻭﺼل ﺇﻝﻴﻪ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﺠﺎل ﻴﻘﻑ ﻋﻠﻰ ﺜﻼﺜﺔ ﺍﺘﺠﺎﻫﺎﺕ ﺃﺴﺎﺴﻴﺔ ﺘﻜﻭﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ
ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻭﺍﻷﺩﺍﺀ ﻭﻫﻲ):(1
ﺍﻻﺘﺠﺎﻩ ﺍﻷﻭل :ﻴﻘﺭ ﺃﻭ ﻴﺩﻋﻲ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻤﺭﺘﻔﻊ ﻋﻥ ﺍﻝﻌﻤل ﻴﺅﺩﻱ ﺇﻝﻰ ﺯﻴﺎﺩﺓ ﺍﻷﺩﺍﺀ.
ﺍﻻﺘﺠﺎﻩ ﺍﻝﺜﺎﻨﻲ :ﻴﺭﻯ ﺃﻥ ﺍﻷﺩﺍﺀ ﻴﺅﺩﻱ ﺇﻝﻰ ﺍﻝﺭﻀﺎ.
ﺍﻻﺘﺠﺎﻩ ﺍﻝﺜﺎﻝﺙ :ﻴﺭﻯ ﺃﻥ ﺍﻝﺭﻀﺎ ﻫﻭ ﻨﺘﻴﺠﺔ ﻝﺤﺼﻭل ﺍﻝﻌﺎﻤل ﻋﻠﻰ ﻤﻜﺎﻓﺂﺕ ﻋﺎﺩﻝﺔ ﺍﻝﺘﻲ ﺒﺩﻭﺭﻫﺎ
ﺘﺘﻁﻠﺏ ﺍﻝﻘﻴﺎﻡ ﺒﺄﺩﺍﺀ ﻤﻌﻴﻥ ﻝﻠﺤﺼﻭل ﻋﻠﻴﻬﺎ.
ﻓﺎﻻﺘﺠﺎﻩ ﺍﻷﻭل ﻴﺘﻤﺎﺸﻰ ﻭﺭﺃﻱ ﻤﺩﺭﺴﺔ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﺇﺫ ﻴﻨﻅﺭ ﺇﻝﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺃﻨﻪ
ﻤﺘﻐﻴﺭ ﻤﺴﺘﻘل ﻴﻤﺎﺭﺱ ﺘﺄﺜﻴﺭﻩ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ﻜﻤﺘﻐﻴﺭ ﺘﺎﺒﻊ ،ﻭﻴﺴﺘﻨﺩ ﻤﺅﻴﺩﻱ ﻫﺫﺍ ﺍﻻﺘﺠﺎﻩ ﺇﻝﻰ ﺃﻥ ﺍﻝﺤﺎﻝﺔ
ﺍﻝﻨﻔﺴﻴﺔ ﺍﻝﺨﺎﺼﺔ ﺒﺎﻝﻔﺭﺩ ﺘﺄﺜﻴﺭﻫﺎ ﻗﻭﻱ ﻋﻠﻰ ﺃﺩﺍﺌﻪ ،ﻭﺒﺎﻝﺘﺎﻝﻲ ﺘﺄﺨﺫ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻫﺫﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ ﺍﻝﺸﻜل
ﺍﻝﻁﺭﺩﻱ ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺸﻜل ﺭﻗﻡ :-12-ﺸﻜل ﺘﺨﻁﻴﻁﻲ ﻴﺒﻴﻥ ﺃﺜﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻋﻠﻰ ﺍﻷﺩﺍﺀ
ﺍﻝﻤﺼﺩﺭ :ﻨﺒﻴل ﺍﻝﺤﺴﻴﻨﻲ ﺍﻝﻨﺠﺎﺭ ،ﻤﺩﺤﺕ ﻤﺼﻁﻔﻰ ﺭﺍﻏﺏ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.171:
ﻓﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺍﻝﻤﺭﺘﻔﻊ ﻝﻠﻔﺭﺩ ﻴﺅﺩﻱ ﺇﻝﻰ ﺘﺸﺠﻴﻌﻪ ﻝﻠﺒﺫل ﻭﺍﻝﻌﻁﺎﺀ ﺒﻌﺩ ﺃﻥ ﻴﺘﺤﻘﻕ ﺘﻭﺍﺯﻨﻪ
ﺍﻝﻨﻔﺴﻲ ،ﻭﻨﺠﺩ ﻓﺭﻴﻕ ﺁﺨﺭ ﻴﺭﻯ ﺍﻝﺼﻭﺭﺓ ﺍﻝﻤﻌﺎﻜﺴﺔ ،ﺃﻱ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻴﺘﺄﺜﺭ ﺒﺎﻷﺩﺍﺀ ،ﻓﻬﻡ ﻴﺘﺒﻨﻭﻥ
ﺍﻻﺘﺠﺎﻩ ﺍﻝﺜﺎﻨﻲ ،ﻭﻴﺒﺭﺭﻭﻥ ﻫﺫﻩ ﺍﻝﻌﻼﻗﺔ ﻓﻲ ﻜﻭﻥ ﺍﻷﺩﺍﺀ ﺍﻝﻤﺘﻤﻴﺯ ﻤﻥ ﺠﺎﻨﺏ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺴﻭﻑ ﻴﺅﺩﻱ
ﺇﻝﻰ ﺘﺤﻔﻴﺯﻩ ﻤﺎﺩﻴﺎ ﻭﻤﻌﻨﻭﻴﺎ ،ﻭﻤﻥ ﺜﻤﺔ ﺍﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻤﻁﻠﻭﺒﺔ ،ﺃﻱ ﺘﺤﻘﻕ ﺭﻀﺎﻩ ﻋﻥ
ﺍﻝﻌﻤل ،ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﻓﻲ ﺍﻝﻤﺨﻁﻁ ﺍﻝﺘﺎﻝﻲ:
ﺸﻜل ﺭﻗﻡ :-13-ﺸﻜل ﺘﺨﻁﻴﻁﻲ ﻴﺒﻴﻥ ﺃﺜﺭ ﺍﻷﺩﺍﺀ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻓﺎﻷﺩﺍﺀ ﺍﻝﻤﺭﺘﻔﻊ ﻴﻀﻤﻥ ﺇﻨﺘﺎﺝ ﻭﻓﻴﺭ ،ﻭﻤﻥ ﺜﻤﺔ ﻋﻭﺍﺌﺩ ﻤﺎﺩﻴﺔ ﻤﺭﺘﻔﻌﺔ ﺘﺴﺎﻫﻡ ﻓﻲ ﺇﺸﺒﺎﻉ ﺍﻝﺤﺎﺠﺎﺕ
ﺍﻝﻤﻁﻠﻭﺒﺔ ﺇﺫﺍ ﺘﻡ ﺘﻭﺯﻴﻌﻬﺎ ﺒﺸﻜل ﺴﻠﻴﻡ ،ﻭﺒﺎﻝﺘﺎﻝﻲ ﻀﻤﺎﻥ ﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل.
ﺃﻤﺎ ﺍﻻﺘﺠﺎﻩ ﺍﻝﺜﺎﻝﺙ ﻓﻴﺒﺭﺯ ﺃﻥ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻤﺭﺘﺒﻁ ﺒﺤﺼﻭﻝﻪ ﻋﻠﻰ ﻤﻜﺎﻓﺂﺕ ﻋﺎﺩﻝﺔ ،ﻫﺫﻩ ﺍﻷﺨﻴﺭﺓ
ﺒﺩﻭﺭﻫﺎ ﺘﺘﻁﻠﺏ ﻗﻴﺎﻡ ﺍﻝﻔﺭﺩ ﺒﺄﺩﺍﺀ ﻤﻌﻴﻥ ،ﺇﺫﻥ ﺫﻝﻙ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﻝﻴﺴﺕ ﻤﺒﺎﺸﺭﺓ ﺒﻴﻥ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ،ﻭﻝﻌل ﻫﺫﺍ ﻤﺎ ﻨﺠﺩﻩ ﻓﻲ ﻨﺘﺎﺌﺞ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﻲ ﻗﺎﻡ ﺒﻬﺎ ﺍﻝﺒﺎﺤﺜﺎﻥ ﺒﺭﺍﻴﻔﻴﻠﺩ ﻭﻜﺭﻭﻜﻴﺕ
ﺴﻨﺔ .1955
ﻝﻘﺩ ﺘﻭﺼل ﺍﻝﺒﺎﺤﺜﺎﻥ ﻋﻠﻰ ﺇﺜﺭ ﺘﻘﻴﻴﻡ ﻨﺘﺎﺌﺞ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﺘﺠﺭﻴﺒﻴﺔ ﺍﻝﺘﻲ ﺃﺠﺭﻴﺕ ﻋﻠﻰ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ
ﺍﻝﺭﻀﺎ ﻭﺍﻷﺩﺍﺀ ﺤﺘﻰ 1955ﺇﻝﻰ ﻋﺩﻡ ﻭﺠﻭﺩ ﻤﺎ ﻴﺩل ﻋﻠﻰ ﺘﻭﺍﺠﺩ ﻋﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﻭﺍﻹﻨﺘﺎﺠﻴﺔ ،ﺤﻴﺙ ﻜﺎﻨﺕ ﻤﻌﺎﻤﻼﺕ ﺍﻻﺭﺘﺒﺎﻁ ﺒﻴﻥ ﻤﻘﺎﻴﻴﺱ ﺍﻷﺩﺍﺀ ﻭﻤﻘﺎﻴﻴﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﻋﻴﻨﺎﺕ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﻤﻨﺨﻔﻀﺔ ،ﻭﻜﺜﻴﺭﺍ ﻤﺎ ﻜﺎﻨﺕ ﻝﻴﺴﺕ ﻝﻬﺎ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ،ﻭﺍﻝﻨﺘﻴﺠﺔ ﺍﻝﻤﺘﻭﺼل ﺇﻝﻴﻬﺎ
ﻭﺍﻝﺠﺩﻴﺩ ﺍﻝﺫﻱ ﺃﻀﻴﻑ ﺃﻥ ﺴﻠﻭﻙ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻴﺨﻀﻊ ﻝﻘﺎﻨﻭﻥ ﺍﻷﺜﺭ ﺍﻝﺫﻱ ﻴﻌﻨﻲ ﺃﻥ ﺍﻝﻔﺭﺩ ﺍﻝﺫﻱ ﻴﺴﻠﻙ ﺴﻠﻭﻙ
ﻤﻌﻴﻥ ﻭﻴﻜﺭﺭﻩ ﻤﺘﻭﻗﻑ ﻋﻠﻰ ﺍﻵﺜﺎﺭ ﺍﻝﻤﺘﺭﺘﺒﺔ ﻋﻠﻰ ﺫﻝﻙ ،ﻨﻌﻨﻲ ﻤﺩﻯ ﺘﺤﻘﻕ ﺍﻹﺸﺒﺎﻉ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﻋﻨﺩ ﺍﻝﻘﻴﺎﻡ
ﺒﻤﺜل ﺫﻝﻙ ﺍﻝﺴﻠﻭﻙ ،ﻤﻥ ﻫﺫﺍ ﺍﻝﻤﻨﻁﻠﻕ ﺘﺘﺠﺴﺩ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﻭﺍﻷﺩﺍﺀ ﻓﻲ ﺤﺎﻝﺔ ﻭﺍﺤﺩﺓ ﺃﻻ ﻭﻫﻲ
ﻋﻨﺩﻤﺎ ﻴﻜﻭﻥ ﺃﺩﺍﺀ ﺍﻝﻔﺭﺩ ﻴﺤﻘﻕ ﻝﻪ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺤﻭﺍﻓﺯ ﺫﺍﺕ ﻗﻴﻤﺔ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻪ).(1
ﺒﻌﺩ ﺫﻝﻙ ﺘﻜﺎﺜﺭﺕ ﺍﻝﺒﺤﻭﺙ ﻭﺍﻝﺩﺭﺍﺴﺎﺕ ،ﻭﻅﻬﺭ ﺍﻝﻌﺩﻴﺩ ﻤﻥ ﺍﻝﻤﺤﺎﻭﻻﺕ ﻜﺩﺭﺍﺴﺔ ﻤﺎﺭﺵ ﻭﺴﻴﻤﻭﻥ
) 1958 (March et Simonﺍﻝﺘﻲ ﺘﻭﺼﻠﺕ ﺇﻝﻰ ﺃﻥ ﺍﻷﻓﺭﺍﺩ ﻻ ﻴﺭﺒﻁﻭﻥ ﺒﻴﻥ ﺍﻝﻌﻭﺍﺌﺩ ﺍﻝﺘﻲ ﻴﺤﺼﻠﻭﻥ
ﻋﻠﻴﻬﺎ ﻭﺒﻴﻥ ﻤﺴﺘﻭﻯ ﺃﺩﺍﺌﻬﻡ ،ﺇﺫ ﻏﺎﻝﺒﺎ ﻤﺎ ﻴﻌﺘﻘﺩ ﺍﻝﻌﺎﻤل ﺒﺄﻥ ﻋﻭﺍﺌﺩﻩ ﻝﻴﺱ ﻝﻬﺎ ﻋﻼﻗﺔ ﺒﺄﺩﺍﺌﻪ ،ﺒل ﺘﻭﺯﻉ
ﺍﻝﻌﻭﺍﺌﺩ ﻋﻠﻰ ﺃﺴﺱ ﻻ ﺼﻠﺔ ﻝﻬﺎ ﺒﻤﺴﺘﻭﻯ ﺍﻷﺩﺍﺀ ﻭﻤﻘﺩﺍﺭ ﺍﻹﻨﺘﺎﺝ ،ﻭﻋﻠﻴﻪ ﻴﻜﻭﻥ ﺍﻝﺠﻬﺩ ﻭﺍﻹﻨﺘﺎﺝ ﻓﻲ ﺤﻜﻡ
ﻋﻭﺍﻤل ﺃﺨﺭﻯ ﻏﻴﺭ ﺍﻝﺭﻀﺎ).(2
ﻭﻴﺴﺘﻨﺘﺞ ﻤﻥ ﺘﺤﻠﻴل ﻤﺎﺭﺵ ﻭﺴﻴﻤﻭﻥ ﺒﺄﻥ ﺍﻷﺩﺍﺀ ﺍﻝﻌﺎﻝﻲ ﻻ ﻴﺅﺩﻱ ﺒﺎﻝﻀﺭﻭﺭﺓ ﺇﻝﻰ ﺍﺭﺘﻔﺎﻉ ﺍﻝﺭﻀﺎ
)-(1ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.57 ،56:
)-(2ﺍﻝﻤﺭﺠﻊ ﻨﻔﺴﻪ ،ﺹ.58 ،57 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﻬﺫﺍ ﺍﻷﺨﻴﺭ ﻴﺘﻭﻗﻑ ﻋﻠﻰ ﻋﻭﺍﻤل ﺃﺨﺭﻯ ﻭﻫﻲ ﺍﻝﻌﻭﺍﺌﺩ ﺍﻝﻔﻌﻠﻴﺔ ﻭﻤﺩﻯ ﺘﺤﻘﻴﻕ ﺍﻝﻔﺭﺩ ﻝﻁﻤﻭﺤﺎﺘﻪ
ﻭﺘﻭﻗﻌﺎﺘﻪ ،ﻓﻜﻠﻤﺎ ﺍﻗﺘﺭﺒﺕ ﺍﻝﻌﻭﺍﺌﺩ ﻭﺘﻭﻗﻌﺎﺕ ﺍﻝﻔﺭﺩ ﻜﻠﻤﺎ ﺍﺯﺩﺍﺩ ﺍﻝﺭﻀﺎ ﻝﺩﻴﻪ ،ﺃﻤﺎ ﺇﺫﺍ ﻜﺎﻥ ﺍﻝﻔﺎﺭﻕ ﺸﺎﺴﻌﺎ
ﺒﻴﻥ ﺍﻝﻌﻭﺍﺌﺩ ﻭﺘﻭﻗﻌﺎﺕ ﺍﻝﻔﺭﺩ ﻓﺈﻥ ﺭﻀﺎﻩ ﻻ ﻴﻜﻭﻥ ﻤﺭﺘﻔﻌﺎ ﺤﺘﻰ ﻭﺇﻥ ﺤﻘﻕ ﺃﺩﺍﺀ ﺠﻴﺩﺍ.
ﺇﻥ ﻫﺫﺍ ﺍﻝﺘﺤﻠﻴل ﻴﺒﺭﺯ ﻤﺩﻯ ﻋﻤﻕ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ،ﻭﻤﻥ ﺍﺴﺘﻨﺘﺎﺠﺎﺕ
ﺍﻝﺒﺎﺤﺜﺎﻥ ﺃﻫﻤﻴﺔ ﺍﻝﺤﻭﺍﻓﺯ ﻭﺍﻝﻌﻭﺍﺌﺩ ﺍﻝﻭﺍﺠﺏ ﺘﻭﻓﺭﻫﺎ ،ﻓﻴﻨﺒﻐﻲ ﻋﻠﻰ ﺇﺩﺍﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﺘﺒﻨﻲ ﻨﻅﺎﻡ ﺩﻗﻴﻕ ﻭﻓﻌﺎل
ﻝﻠﺤﻭﺍﻓﺯ ﻴﺤﻘﻕ ﻭﺒﺸﻜل ﻤﺴﺘﻤﺭ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﻋﻥ ﻋﻤﻠﻪ.
ﻓﻲ ﺍﻝﻭﻗﺕ ﺍﻝﺤﺎﻝﻲ ﻭﻤﻥ ﻀﻤﻥ ﻤﺨﺘﻠﻑ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻝﻤﻌﺎﺼﺭﺓ ﺤﻭل ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻷﺩﺍﺀ ﻭﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ﻴﻌﺘﺒﺭ ﻨﻤﻭﺫﺝ ﺒﻭﺭﺘﺭ ﻭﻝﻭﻝﺭ ﺍﻝﺫﻱ ﻭﻀﻌﺎﻩ ﻋﺎﻡ 1967ﺃﻜﺜﺭ ﺍﻝﻨﻤﺎﺫﺝ ﺘﻔﺼﻴﻼ ﻭﺘﻌﻤﻴﻘﺎ ،ﻭﺃﻜﺜﺭ
ﻗﺒﻭﻻ ،ﻭﻴﺘﻠﺨﺹ ﺫﻝﻙ ﺍﻝﻨﻤﻭﺫﺝ ﻓﻲ ﺇﻋﻁﺎﺀ ﻋﻭﺍﻤل ﻤﺤﺩﺩﺓ ﺨﺎﺼﺔ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ،ﻓﺎﻷﺩﺍﺀ
ﻴﺤﺩﺩﻩ ﺍﻝﺠﻬﺩ ﺍﻝﻤﺒﺫﻭل ﻤﻥ ﻁﺭﻑ ﺍﻝﻌﺎﻤل ﺒﺎﻝﺘﻌﺎﻤل ﻤﻊ ﻜل ﻤﻥ ﺍﻝﻘﺩﺭﺍﺕ ﻭﺩﺭﺠﺔ ﺇﺩﺭﺍﻜﻪ ﻝﻤﺘﻁﻠﺒﺎﺕ ﺩﻭﺭﻩ،
ﻭﻓﻲ ﻨﻔﺱ ﺍﻝﻭﻗﺕ ﻴﺘﺤﺩﺩ ﺍﻝﺠﻬﺩ ﺒﻘﻴﻤﺔ ﺍﻝﻌﻭﺍﺌﺩ ﻭﺩﺭﺠﺔ ﺘﻭﻗﻊ ﺍﻝﻔﺭﺩ ﻝﻬﺎ ،ﻭﻨﻠﺨﺹ ﺍﻻﻓﺘﺭﺍﺽ ﻓﻲ
ﺍﻝﻤﻌﺎﺩﻝﺘﻴﻥ ﺍﻝﺘﺎﻝﻴﺘﻴﻥ):(1
ﻭﻻﺘﺯﺍﻥ ﺍﻝﻤﻌﺎﺩﻝﺘﻴﻥ ﻻﺒﺩ ﺃﻥ ﺘﺘﻤﺎﺸﻰ ﻗﻴﻤﺔ ﺍﻝﻌﻭﺍﺌﺩ ﻤﻊ ﺘﻭﻗﻊ ﺍﻝﻔﺭﺩ ﻝﻬﺎ ،ﻭﺍﻝﺠﻬﺩ ﻻﺒﺩ ﺃﻥ ﻴﻜﻭﻥ
ﺤﺴﺏ ﺇﺩﺭﺍﻙ ﻤﺘﻁﻠﺒﺎﺕ ﺍﻝﻌﻤل ،ﻫﺫﺍ ﺍﻷﻤﺭ ﻴﺘﻁﻠﺏ ﻤﻥ ﺍﻝﻤﺴﻴﺭﻴﻥ ﺍﻝﺭﺒﻁ -ﺇﻝﻰ ﺤﺩ ﺒﻌﻴﺩ– ﺒﻴﻥ ﻜل
ﻤﺘﻐﻴﺭﻴﻥ ﻝﻀﻤﺎﻥ ﺘﺤﻘﻴﻕ ﺍﻝﺘﻭﺍﺯﻥ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
ﻝﻘﺩ ﺃﻜﺩ ﻫﺎﻜﻤﺎﻥ ﻭﻝﻭﻝﺭ ﻋﻠﻰ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﻭﺍﻷﺩﺍﺀ ،ﻭﺘﻌﻤﻘﺎ ﻓﻲ ﺩﺭﺍﺴﺔ ﺸﺭﻭﻁ ﺍﻷﺩﺍﺀ ﺍﻝﺘﻲ
ﻤﻥ ﺸﺄﻨﻬﺎ ﺃﻥ ﺘﺤﻘﻕ ﻤﺴﺘﻭﻯ ﻋﺎل ﻤﻥ ﺍﻝﺭﻀﺎ ،ﻭﻗﺩﻤﺎ ﺃﻫﻤﻴﺔ ﻜﺒﻴﺭﺓ ﻝﻠﺸﺭﻁ ﺍﻝﺭﺍﺒﻊ )ﺍﻝﺘﻐﺫﻴﺔ ﺍﻝﻌﻜﺴﻴﺔ(
ﺇﺸﺎﺭﺓ ﻤﻨﻬﻤﺎ ﻝﻠﺠﺎﻨﺏ ﺍﻝﻨﻔﺴﻲ ﻭﺩﻭﺭﻩ ﺍﻝﺒﺎﻝﻎ ﻝﺩﻯ ﺃﻱ ﻓﺭﺩ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ،ﻓﺎﻝﺭﻀﺎ ﺩﻝﻴل ﺍﻻﺴﺘﻘﺭﺍﺭ
ﺍﻝﻨﻔﺴﻲ.
ﻭﻋﻤﻭﻤﺎ ،ﻭﻤﺎ ﻴﻤﻜﻥ ﻗﻭﻝﻪ ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ،ﻝﻴﺴﺕ ﺒﺎﻝﻌﻼﻗﺔ ﺍﻝﺴﻬﻠﺔ
ﺍﻝﻤﺒﺎﺸﺭﺓ ،ﻭﺇﻨﻤﺎ ﻋﻼﻗﺔ ﻤﻌﻘﺩﺓ ﻏﻴﺭ ﻤﺒﺎﺸﺭﺓ ﺘﺤﻜﻤﻬﺎ ﻋﻭﺍﻤل ﻋﺩﺓ ﺨﺎﺼﺔ ﺒﻜﻼ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ ،ﻭﺠﺏ ﺇﺩﺭﺍﻜﻬﺎ
ﺒﺤﻕ ﺤﺘﻰ ﺘﺘﺠﺴﺩ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺍﻷﺩﺍﺀ ﻓﻌﻼ.
ﺍﻝﺨﻼﺼﺔ:
ﺒﻌﺩ ﺍﻹﻝﻤﺎﻡ ﺒﺎﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻤﺩﻯ ﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ ﺘﺤﻔﻴﺯ ﻭﺘﻭﺠﻴﻪ ﺍﻷﻓﺭﺍﺩ
ﺍﻝﻌﺎﻤﻠﻴﻥ ﻋﻠﻰ ﺍﺨﺘﻼﻑ ﺃﻨﻭﺍﻋﻬﺎ ،ﺘﻭﺠﺏ ﻋﻠﻰ ﺇﺩﺍﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻌﺭﻑ ﻋﻠﻰ ﺍﻝﻤﻅﺎﻫﺭ ﺍﻝﺘﻲ ﺘﻌﻜﺱ ﺭﻀﺎ
ﺍﻝﻔﺭﺩ ﻤﻥ ﻋﺩﻤﻪ ،ﻓﺈﺫﺍ ﻜﺎﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺤﺎﻝﺔ ﺸﻌﻭﺭﻴﺔ ﻓﺜﻤﺔ ﻤﺅﺸﺭﺍﺕ ﺩﺍﻝﺔ ﻋﻠﻴﻪ ،ﻓﺎﻝﺘﻐﻴﺏ ﻤﺜﻼ ﺃﺤﺩ
ﺘﻠﻙ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺘﻲ ﺘﻌﻨﻲ ﻝﻨﺎ ﻋﺩﻡ ﺍﻝﺤﻀﻭﺭ ﺇﻝﻰ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﻓﻲ ﺍﻝﻭﻗﺕ ﺍﻝﻤﻨﺎﺴﺏ ﻝﺴﺒﺏ ﻭﺍﺤﺩ
ﻭﺃﺴﺎﺴﻲ ﻫﻭ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﻌﺩﻡ ﺍﻝﺭﻀﺎ ﺃﻭ ﺃﻥ ﺩﺭﺠﺔ ﺭﻀﺎﻩ ﻤﺘﺩﻨﻴﺔ ،ﻓﻴﺘﺨﺫ ﺴﻠﻭﻜﺎ ﺴﻠﺒﻴﺎ ﻜﺎﻝﺘﻭﻫﻡ
ﺍﻝﻤﺭﻀﻲ ﻝﻠﻭﺼﻭل ﺇﻝﻰ ﻅﺎﻫﺭﺓ ﺍﻝﺘﻐﻴﺏ ،ﺇﻝﻰ ﺃﻥ ﻴﺼل ﺇﻝﻰ ﺘﺭﻙ ﺍﻝﺨﺩﻤﺔ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ ،ﺇﻝﻰ ﺠﺎﻨﺏ ﺫﻝﻙ
ﺘﻌﺩ ﻜل ﻤﻥ ﺍﻝﺸﻜﺎﻭﻯ ،ﺍﻹﻀﺭﺍﺒﺎﺕ ﻭﺍﻝﺘﺨﺭﻴﺏ ﻤﻅﺎﻫﺭ ﺘﻌﻜﺱ ﺒﺸﻜل ﻜﺒﻴﺭ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ.
ﻭﻷﻥ ﺍﻝﻤﺅﺴﺴﺔ ﻗﺎﺌﻤﺔ ﺃﺴﺎﺴﺎ ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ،ﻓﻬﻲ ﻓﻲ ﺴﻌﻲ ﺩﺍﺌﻡ ﻝﺘﺩﻋﻴﻡ ﺇﻤﻜﺎﻨﻴﺎﺘﻪ ﻭﺠﻌﻠﻪ
ﻗﻭﺓ ﻗﺎﺩﺭﺓ ﻋﻠﻰ ﺍﻝﻤﻨﺎﻓﺴﺔ ،ﺇﺫﻥ ﺍﻷﻤﺭ ﻴﺘﻁﻠﺏ ﻤﻨﻬﺎ ﻗﻴﺎﺱ ﻤﺴﺘﻭﻯ ﺭﻀﺎﻩ ﺒﺎﻋﺘﺒﺎﺭﻩ ﺃﺤﺩ ﺃﻫﻡ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ
ﺍﻝﺩﺍﻝﺔ ﻋﻠﻰ ﻓﻌﺎﻝﻴﺘﻬﺎ ،ﻭﺘﻌﺘﻤﺩ ﻓﻲ ﺫﻝﻙ ﻋﻠﻰ ﻤﻘﺎﻴﻴﺱ ﺘﻔﺎﻭﺘﺕ ﺒﻴﻥ ﺍﻝﺫﺍﺘﻴﺔ ﻭﺍﻝﻤﻭﻀﻭﻋﻴﺔ ،ﻓﺎﻷﻭﻝﻰ ﺘﺭﻜﺯ
ﻋﻠﻰ ﺍﻵﺜﺎﺭ ﺍﻝﺴﻠﻭﻜﻴﺔ ﻝﻠﻔﺭﺩ ﻜﻤﻌﺩل ﺍﻝﻐﻴﺎﺏ ﻭﻤﻌﺩل ﺘﺭﻙ ﺍﻝﺨﺩﻤﺔ ،ﻭﺍﻝﺜﺎﻨﻴﺔ ﺍﻷﺴﺎﺱ ﻓﻴﻬﺎ ﺇﻋﺩﺍﺩ ﺍﻻﺴﺘﺒﻴﺎﻥ
ﺍﻝﺫﻱ ﻴﺤﺩﺩ ﻤﺨﺘﻠﻑ ﺍﻝﻤﺤﺎﻭﺭ ﺫﺍﺕ ﺍﻝﺼﻠﺔ ﺒﻜل ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ،ﻭﺘﺒﻌﺎ ﻝﻬﺎ ﻴﺤﺩﺩ ﺍﻝﻔﺭﺩ
ﻤﻭﺍﻓﻘﺘﻪ ﻤﻥ ﻋﺩﻤﻬﺎ ﻋﻠﻰ ﻜل ﻤﺤﻭﺭ ،ﻭﺘﻌﻜﺱ ﻝﻨﺎ ﻫﺫﻩ ﺍﻝﻤﻘﺎﻴﻴﺱ ﺘﻘﺩﻴﺭﺍﺕ ﻭﺃﺤﻜﺎﻡ ﺍﻵﺨﺭﻴﻥ ،ﻭﺤﺘﻰ
ﺃﺤﻜﺎﻡ ﺍﻝﻔﺭﺩ ﺒﺤﺩ ﺫﺍﺘﻪ.
ﺇﻥ ﻜﻼ ﺍﻝﻁﺭﻴﻘﺘﻴﻥ )ﺍﻝﺫﺍﺘﻴﺔ ﻭﺍﻝﻤﻭﻀﻭﻋﻴﺔ( ﻝﻬﺎ ﺨﺼﺎﺌﺼﻬﺎ ﻭﻤﻴﺯﺍﺘﻬﺎ ،ﻭﻤﺎ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺇﻻ
ﺍﻋﺘﻤﺎﺩ ﺍﻝﻤﻘﻴﺎﺱ ﺒﺩﻗﺔ ﻭﺘﺤﻠﻴل ﺃﻭﺴﻊ ﻝﻀﻤﺎﻥ ﻨﺘﺎﺌﺞ ﺘﻌﻜﺱ ﺒﺤﻕ ﺍﻝﻭﺍﻗﻊ ﻭﺘﺴﻬل ﻤﻥ ﺍﻜﺘﺸﺎﻑ ﺍﻝﺨﻠل
ﻭﻤﻌﺎﻝﺠﺘﻪ ،ﻭﻨﺠﺩ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺫﺍ ﻋﻼﻗﺔ ﺒﺎﻷﺩﺍﺀ ،ﻭﺇﻥ ﻜﺎﻨﺕ ﺍﻝﻌﻼﻗﺔ ﻤﻌﻘﺩﺓ ﻓﻬﻲ ﻤﻭﺠﻭﺩﺓ ،ﻴﺘﻭﺠﺏ
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ﺍﻟﻔﺼﻞ ﺍﻟﺮﺍﺑﻊ............................................................................. :ﺍﻟﺮﺿﺎ ﺍﻟﻮﻇﻴﻔﻲ ،ﻣﺆﺷﺮﺍﺗﻪ ،ﻃﺮﻕ ﻗﻴﺎﺳﻪ ﻭﻋﻼﻗﺘﻪ ﺑﺎﻷﺩﺍﺀ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ:
ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺩﺨل ﻤﺸﺭﻭﻉ ﻭﺤﺩﺓ ﻗﺴﻨﻁﻴﻨﺔ ﺤﻴﺯ ﺍﻝﺘﻨﻔﻴﺫ ﺴﻨﺔ 1974ﻓﻲ ﺇﻁﺎﺭ ﺍﻝﺘﻨﻤﻴﺔ ﺍﻝﺼﻨﺎﻋﻴﺔ ﺍﻝﻭﻁﻨﻴﺔ،ﻭﺍﻜﺘﻤل ﻫﺫﺍ
ﺍﻝﻤﺸﺭﻭﻉ ﻭ ﻅﻬﺭ ﺇﻝﻰ ﺍﻝﻭﺠﻭﺩ ﻓﻲ ﺸﻜل ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻓﻲ ﺠﺎﻨﻔﻲ ﺴﻨﺔ 1980ﺒﻘﺩﺭﺓ ﺇﻨﺘﺎﺠﻴﺔ ﻴﻭﻤﻴﺔ ﺘﻘﺩﺭ
ﺒـ 400.000ﻝﺘﺭ ﻴﻭﻤﻴﺎ ﻤﻥ ﺍﻝﺤﻠﻴﺏ
ﻭ ﻜﺎﻥ ﻤﻘﺭ ﺍﻝﺩﻴﻭﺍﻥ ﺍﻝﺠﻬﻭﻱ ﺍﻝﺸﺭﻗﻲ ﻝﻠﺤﻠﻴﺏ ﻭ ﻤﺸﺘﻘﺎﺘﻪ ﻴﺘﻤﺭﻜﺯ ﺒﻤﻨﻁﻘﺔ ﺍﻝﺤﺠﺎﺭ ﻭﻻﻴﺔ ﻋﻨﺎﺒﺔ ﺘﻔﺭﻋﺕ
ﻋﻨﻪ 4ﻭ ﺤﺩﺍﺕ:
-ﻭﺤﺩﺓ ﻋﻨﺎﺒﺔ.
-ﻭﺤﺩﺓ ﻗﺴﻨﻁﻴﻨﺔ.
-ﻭﺤﺩﺓ ﺴﻁﻴﻑ.
-ﻭﺤﺩﺓ ﺒﺎﺘﻨﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻭ ﺍﻨﻁﻼﻗﺎ ﻤﻥ ﻨﻔﺱ ﺍﻝﺘﺎﺭﻴﺦ ﻅﻬﺭﺕ ﺇﻝﻰ ﺍﻝﻭﺠﻭﺩ " ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ " ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻤﺴﺘﻘﻠﺔ ﺫﺍﺕ ﺃﺴﻬﻡ ﺒﺭﺃﺱ
ﻤﺎل ﻗﺩﺭﻩ 15000.00.000ﺩﺝ ﻴﺴﻴﺭﻫﺎ ﻤﺩﻴﺭ ﻋﺎﻡ ﻭ ﻤﺠﻠﺱ ﺇﺩﺍﺭﺓ .
-2ﺨﺼﺎﺌﺹ ﻭ ﻤﻤﻴﺯﺍﺕ ﺍﻝﻤﺅﺴﺴﺔ :
-1-2ﻨﻭﻉ ﺍﻝﻤﺅﺴﺴﺔ:
-1-1-2ﻤﻥ ﺤﻴﺙ ﺍﻝﻨﺸﺎﻁ:
ﺍﻝﻤﺅﺴﺴﺔ ﻭ ﻜﻤﺎ ﺴﺒﻕ ﺍﻝﺫﻜﺭ ﺘﻘﻭﻡ ﺒﺈﻨﺘﺎﺝ ﺍﻝﺤﻠﻴﺏ ﻭ ﻤﺸﺘﻘﺎﺘﻪ ،ﻭﻫﻲ ﻤﻨﺘﺠﺎﺕ ﺫﺍﺕ ﺃﻫﻤﻴﺔ ﻝﺩﻯ
ﺍﻝﻤﺴﺘﻬﻠﻙ ﺨﺎﺼﺔ ﺍﻝﺤﻠﻴﺏ ﻤﻨﻬﺎ.
ﺘﺘﺭﺒﻊ ﻭ ﺤﺩﺓ ﻨﻭﻤﻴﺩﻴﺎ ﻋﻠﻰ ﻤﺴﺎﺤﺔ ﺘﻘﺩﺭ ﺒـ 5ﻫﻜﺘﺎﺭﺍﺕ ﻤﻭﺯﻋﺔ ﺒﺎﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
-ﻫﻜﺘﺎﺭ ﻭ 582ﻡ 2ﻤﺴﺎﺤﺔ ﻤﺒﻨﻴﺔ ﺘﻀﻡ:
-ﺍﻹﺩﺍﺭﺓ ﻋﻠﻰ ﺸﻜل ﻋﻤﺎﺭﺓ ﻤﻥ ﻁﺎﺒﻘﻴﻥ.
-ﻤﺭﻜﺯ ﺍﻝﻤﺭﺍﻗﺒﺔ ﻭ ﺍﻷﻤﻥ ﻭ ﺍﻻﺴﺘﻘﺒﺎل ﻋﻨﺩ ﻤﺩﺨل ﺍﻝﻤﺅﺴﺴﺔ.
-ﺍﻝﻤﺼﻨﻊ ﺒﺠﻤﻴﻊ ﻭﺭﺸﺎﺘﻪ.
-ﺜﻼﺙ ﻫﻜﺘﺎﺭﺍﺕ ﻭ 468ﻡ 2ﻤﺴﺎﺤﺔ ﻏﻴﺭ ﻤﺒﻨﻴﺔ.
-3-1-2ﻤﻥ ﺤﻴﺙ ﺍﻝﺸﻜل ﺍﻝﻘﺎﻨﻭﻨﻲ :ﺘﻌﺘﺒﺭ ﻭ ﺤﺩﺓ ﻨﻭﻤﻴﺩﻴﺎ ﻤﺅﺴﺴﺔ ﺫﺍﺕ ﺃﺴﻬﻡ ﻴﺒﻠﻎ ﺭﺃﺱ
ﻤﺎﻝﻬﺎ 150ﻤﻠﻴﺎﺭ ﺴﻨﺘﻴﻡ ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 2000ﺴﻬﻡ ﺒﻘﻴﻤﺔ 7500ﺩﺝ ﻝﻠﺴﻬﻡ ﺍﻝﻭﺍﺤﺩ.
-4-1-2ﻤﻭﻗﻊ ﺍﻝﻤﺅﺴﺴﺔ :ﺘﻘﻊ ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻓﻲ ﻤﻨﻁﻘﺔ ﺸﻌﺏ ﺍﻝﺭﺼﺎﺹ ﻋﻠﻰ ﺒﻌﺩ 4ﻜﻠﻡ
ﺠﻨﻭﺏ ﺸﺭﻕ ﻗﺴﻨﻁﻴﻨﺔ ،ﻭﻗﺩ ﻜﺎﻥ ﻤﻘﺭﻫﺎ ﺴﺎﺒﻘﺎ ﺒﺤﻲ "ﻜﻭﺤﻴل ﻝﺨﻀﺭ" ﺒﻘﺴﻨﻁﻴﻨﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻝﻤﺴﻴﺭ ﺫﺍﺘﻴﺎ ﻋﻥ ﻁﺭﻴﻕ ﺘﻨﻅﻴﻤﻪ ﻓﺄﺼﺒﺢ ﻝﻠﻤﺅﺴﺴﺔ ﻤﺩﻴﺭ ﻤﻌﻴﻥ ﻤﻥ ﺍﻝﻭﺼﺎﻴﺔ ﺒﻤﺭﺴﻭﻡ ﻭ ﺯﺍﺭﻱ ﻤﻥ ﺍﺠل
ﺍﻝﺘﺴﻴﻴﺭ ﺍﻝﻤﺎﻝﻲ ﻭ ﺭﺌﻴﺱ ﻝﺠﻨﺔ ﺍﻝﺘﺴﻴﻴﺭ ﺍﻝﺫﻱ ﻴﻘﻭﻡ ﺒﺎﻹﺸﺭﺍﻑ ﻭ ﺍﻹﺩﺍﺭﺓ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ.
ﻭﻨﻅﺭﺍ ﻝﻠﻤﻌﺎﻨﺎﺓ ﺍﻝﺘﻲ ﻋﺭﻓﺘﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﺨﻼل ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠﺔ ﻤﻥ ﻨﻘﺹ ﺍﻹﻁﺎﺭﺍﺕ ﺍﻝﻜﻔﺄﺓ ﻤﻊ
ﺍﻻﺴﺘﻐﻼل ﺍﻝﺴﻴﺊ ﻝﻠﻴﺩ ﺍﻝﻌﺎﻤﻠﺔ ﻭ ﻋﺩﻡ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺎﻝﻌﻨﺼﺭ ﺍﻝﺒﺸﺭﻱ ﺒﺎﻝﺸﻜل ﺍﻝﻼﺯﻡ ،ﻭ ﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻷﻤﻭﺭ
ﺠﻌﻠﻬﺎ ﺘﻨﺘﻘل ﺇﻝﻰ ﻤﺭﺤﻠﺔ ﺜﺎﻨﻴﺔ ﻭ ﻫﻲ ﺃﻥ ﺘﻜﻭﻥ ﻤﺅﺴﺴﺔ ﺍﻝﺩﻭﻝﺔ -ﻤﺅﺴﺴﺔ ﻋﻤﻭﻤﻴﺔ -ﻓﺘﻜﻭﻥ ﺨﺎﻀﻌﺔ
ﻝﻠﻘﺎﻨﻭﻥ ﺍﻹﺩﺍﺭﻱ ﺒﺘﺩﻋﻴﻡ ﻜﺎﻤل ﻤﻥ ﺍﻝﺩﻭﻝﺔ ،ﺇﻻ ﺃﻨﻬﺎ ﺘﺤﻭﻝﺕ ﺇﻝﻰ ﺸﺭﻜﺔ ﻭﻁﻨﻴﺔ ﻭ ﺃﺼﺒﺤﺕ ﻨﻭﻤﻴﺩﻴﺎ ﺘﺎﺒﻌﺔ
ﻝﻠﺩﻭﻝﺔ ،ﺇﺫ ﻅﻬﺭﺕ ﻤﻊ ﺍﻝﺘﺄﻤﻴﻤﺎﺕ ﺍﻝﺘﻲ ﻋﺭﻓﺘﻬﺎ ﺍﻝﺠﺯﺍﺌﺭ ،ﻓﺎﻝﺘﺄﻤﻴﻡ ﻝﻪ ﻫﺩﻑ ﺍﻗﺘﺼﺎﺩﻱ ﻴﺘﻤﺜل ﻓﻲ ﺘﻭﻓﻴﺭ
ﺍﻝﻤﻨﺘﻭﺝ ﻝﻠﻤﺴﺘﻬﻠﻙ ﻭ ﺒﺄﺴﻌﺎﺭ ﻤﻌﻘﻭﻝﺔ ﻭﻨﺘﻴﺠﺔ ﻝﻜﺒﺭ ﻋﺩﺩ ﺍﻝﻭﺤﺩﺍﺕ ﻤﻊ ﻜﺜﺭﺓ ﺍﻝﻨﺸﺎﻁﺎﺕ ﻭ ﺍﻝﻭﻅﺎﺌﻑ ﻝﺠﺄﺕ
ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻌﻤﻭﻤﻴﺔ ) ﻨﻭﻤﻴﺩﻴﺎ( ﺇﻝﻰ ﺍﻋﺎﺩﺓ ﺍﻝﻬﻴﻜﻠﺔ ﻭﺍﻝﺘﻲ ﺘﻘﻭﻡ ﻋﻠﻰ ﺒﻌﺽ ﺍﻝﺘﻌﺩﻴﻼﺕ ﻓﻲ ﺘﻭﺯﻴﻊ
ﻨﺸﺎﻁﺎﺘﻬﺎ ﻭ ﻭﻅﺎﺌﻔﻬﺎ ﻋﻥ ﻁﺭﻴﻕ ﺠﻤﻠﺔ ﻤﻥ ﺍﻝﻤﺒﺎﺩﺉ ﻨﺫﻜﺭ ﻤﻨﻬﺎ:
ﻤﺒﺩﺃ ﺍﻝﺘﺨﻁﻴﻁ :ﻭﻴﻌﻨﻲ ﺍﻝﺘﺨﺼﺹ ﻓﻲ ﺇﻋﺩﺍﺩ ﻤﻨﺘﻭﺠﺎﺕ ﻤﺘﺠﺎﻨﺴﺔ.
ﻤﺒﺩﺃ ﺍﻝﻔﺼل ﺒﻴﻥ ﺍﻝﻭﻅﺎﺌﻑ :ﺃﻱ ﺍﻝﻔﺼل ﺒﻴﻥ ﻭﻅﻴﻔﺘﻲ ﺍﻹﻨﺘﺎﺝ ﻭ ﺍﻝﺘﺴﻭﻴﻕ..ﺍﻝﺦ.
ﻝﻜﻥ ﻝﻡ ﺘﻜﻥ ﻋﻤﻠﻴﺔ ﺇﻋﺎﺩﺓ ﺍﻝﻬﻴﻜﻠﺔ ﻤﺜﻤﺭﺓ ﻤﻤﺎ ﺩﻓﻊ ﺒﻤﺅﺴﺴﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺇﻝﻰ ﺘﺄﻴﻴﺩ ﺍﻹﺼﻼﺡ
ﺍﻻﻗﺘﺼﺎﺩﻱ ﺍﻝﺠﺩﻴﺩ ﺍﻝﻤﺘﻤﺜل ﻓﻲ ﻋﻤﻠﻴﺔ ﺍﺴﺘﻘﻼﻝﻴﺔ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﺍﻝﻌﻤﻭﻤﻴﺔ ﻤﻊ ﺒﺩﺍﻴﺔ ﺴﻨﺔ .1988
ﻭ ﺤﺴﺏ ﻤﺎ ﻫﻭ ﻤﻭﺠﻭﺩ ﻋﻠﻰ ﺍﺭﺽ ﺍﻝﻭﺍﻗﻊ ﻨﺠﺩ ﺃﻥ ﺍﻝﺴﻭﻕ ﺍﻝﻭﻁﻨﻴﺔ ﻴﻤﻴﺯﻫﺎ ﺍﻝﺘﻨﻭﻉ ﻓﻲ ﻤﻨﺘﺠﺎﺕ
ﺍﻝﺤﻠﻴﺏ ﻭ ﻤﺸﺘﻘﺎﺘﻪ ،ﻫﺫﺍ ﻤﺎ ﻴﻘﻭﺩﻨﺎ ﺇﻝﻰ ﺘﺤﻠﻴل ﻋﻼﻗﺔ ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺒﺎﻷﻁﺭﺍﻑ ﺍﻝﻤﺘﻌﺎﻤﻠﺔ ﻤﻌﻬﻡ ﻜﻤﺎ ﻴﻠﻲ:
ﻋﻼﻗﺔ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺎﻝﻌﻤﻼﺀ :ﻓﻲ ﻅل ﺍﻗﺘﺼﺎﺩ ﺍﻝﺴﻭﻕ ﺃﺼﺒﺢ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ ﺩﺭﺍﺴﺔ ﺍﻝﺴﻭﻕ ﻝﻤﻌﺭﻓﺔ
ﺍﺤﺘﻴﺎﺠﺎﺕ ﺍﻝﻤﺴﺘﻬﻠﻜﻴﻥ ﻤﻥ ﺤﻴﺙ ﺍﻝﻜﻤﻴﺔ ﻭ ﺍﻝﻨﻭﻋﻴﺔ ﻭ ﻜﺫﻝﻙ ﻤﻌﺭﻓﺔ ﻤﺎ ﻴﻌﺭﻀﻪ ﺍﻝﻤﻨﺎﻓﺴﻭﻥ ﺒﻐﺭﺽ
ﺘﻭﻓﻴﺭ ﻤﻨﺘﺠﺎﺕ ﺒﺎﻝﺠﻭﺩﺓ ﺍﻝﻌﺎﻝﻴﺔ ﻭﺍﻝﺴﻌﺭ ﺍﻝﻤﻨﺨﻔﺽ ﺤﻔﺎﻅ ﻋﻠﻰ ﻭﻓﺎﺀ ﺍﻝﺯﺒﻭﻥ ﻭ ﺍﻝﺒﺤﺙ ﻋﻥ ﺯﺒﺎﺌﻥ
ﺠﺩﺩ " ﻤﻌﺘﻤﺩﺓ ﻋﻠﻰ ﺴﻨﺩﺍﺕ ﺍﻝﺘﺴﻠﻴﻡ"* ،ﻭﺤﺴﺏ ﺍﻝﻤﺴﺘﺠﺩﺍﺕ ﺍﻝﺼﺎﺩﺭﺓ ﻓﻲ ﺍﻵﻭﻨﺔ ﺍﻷﺨﻴﺭﺓ ﻭ ﺍﻝﻤﺘﻌﻠﻘﺔ
ﺒﺎﺭﺘﻔﺎﻉ ﺴﻌﺭ ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﺠﻔﻑ ﺍﻝﻤﺴﺘﻭﺭﺩ ﻤﻥ ﺍﻝﺨﺎﺭﺝ ،ﻻﺤﻅﻨﺎ ﻨﻘﺹ ﻓﻲ ﻜﻤﻴﺔ ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﻭﺯﻋﺔ
ﺍﻝﺴﺒﺏ ﻓﻲ ﺫﻝﻙ ﻏﻠﻕ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺨﺎﺼﺔ ،ﻭﺒﻘﻴﺕ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﻌﻤﻭﻤﻴﺔ ﻫﻲ ﺍﻝﻤﻤﻭل ﺍﻝﻭﺤﻴﺩ
ﻝﻠﻤﺴﺘﻬﻠﻙ ﻤﻥ ﻤﺎﺩﺓ ﺍﻝﺤﻠﻴﺏ ،ﺨﺎﺼﺔ ﻤﺅﺴﺴﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻭ ﺤﺴﺏ ﻤﺎ ﺼﺭﺡ ﺒﻪ ﺃﻨﻬﺎ ﻝﻡ ﺘﺨﻔﺽ ﻤﻥ
ﺇﻨﺘﺎﺠﻬﺎ ﻜﻭﻨﻬﺎ ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﺍﺤﺘﻴﺎﻁﻲ ﻻ ﺒﺄﺱ ﺒﻪ ﻤﻥ ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﺠﻔﻑ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ،ﻭﻤﻥ
ﻤﻨﻁﻠﻕ ﺍﻻﺴﺘﺠﻭﺍﺒﺎﺕ ﺍﻝﺘﻲ ﺘﻌﻠﻘﺕ ﺒﻨﻭﻋﻴﺔ ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﻔﻀل ﻤﻥ ﻁﺭﻑ ﻓﺌﺔ ﻤﻥ ﺍﻝﻤﺴﺘﻬﻠﻜﻴﻥ ﺍﺘﻀﺢ ﻝﻨﺎ
ﺃﻥ ﺤﻠﻴﺏ ﻭﺤﺩﺓ ﻨﻭﻤﻴﺩﻴﺎ ﻫﻭ ﺍﻝﺤﻠﻴﺏ ﺍﻷﻓﻀل ﻤﻘﺎﺭﻨﺔ ﺒﺎﻝﻤﻨﺘﺠﺎﺕ ﺍﻷﺨﺭﻯ ﻭﻫﺫﻩ ﻨﻘﻁﺔ ﺃﺴﺎﺴﻴﺔ ﺘﺸﺠﻊ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ ﺒﺩل ﺍﻝﺠﻬﻭﺩ ﺍﻝﻜﻔﻴﻠﺔ ﻹﺒﻘﺎﺀ ﻭﻓﺎﺀ ﺍﻝﺯﺒﻭﻥ ﻝﻬﺎ ﻭ ﻜﺴﺏ ﻤﺴﺘﻬﻠﻜﻴﻥ ﺠﺩﺩ ،ﻭ ﻫﺫﺍ ﺒﻁﺒﻴﻌﺔ
ﺍﻝﺤﺎل ﻴﺴﺘﺩﻋﻲ ﺘﺤﻔﻴﺯ ﻋﻤﺎل ﺍﻝﻤﻠﺒﻨﺔ ﻝﺩﻓﻌﻬﻡ ﺇﻝﻰ ﺍﻝﺒﺩل ﻭ ﺍﻝﻌﻁﺎﺀ ،ﻭﺘﻘﺩﻴﻡ ﺍﻝﻤﻨﺘﻭﺝ ﻓﻲ ﺠﻭﺩﺓ ﻋﺎﻝﻴﺔ.
ﻋﻼﻗﺔ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺎﻝﻤﻭﺭﺩﻴﻥ :ﻓﻲ ﻅل ﺍﻗﺘﺼﺎﺩ ﺍﻝﺴﻭﻕ ،ﻤﺅﺴﺴﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺘﻌﻤل ﻋﻠﻰ ﺍﺨﺘﻴﺎﺭ
ﺍﻝﻤﻭﺭﺩﻴﻥ ﺍﻋﺘﻤﺎﺩﺍ ﻓﻲ ﺫﻝﻙ ﻋﻠﻰ ﺍﻝﻨﻭﻋﻴﺔ ،ﺍﻝﻜﻤﻴﺔ ،ﻭﺍﻝﺘﻜﻠﻔﺔ ﺍﻝﻤﻨﺨﻔﻀﺔ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺍﻻﺴﺘﻼﻡ ﻓﻲ
ﺍﻝﻭﻗﺕ ﺍﻝﻤﻨﺎﺴﺏ ﻤﻌﺘﻤﺩ ﻓﻲ ﺫﻝﻙ ﻋﻠﻰ" ﻓﻭﺍﺘﻴﺭ ﺍﻝﻁﻠﺏ"* ﺍﻝﻤﺘﻀﻤﻨﺔ ﻝﻜﺎﻓﺔ ﺍﻝﻌﻨﺎﺼﺭ ﺍﻝﻀﺭﻭﺭﻴﺔ ﺒﻌﻤﻠﻴﺔ
ﺍﻝﺘﻭﺭﻴﺩ ﻭﻝﻤﺅﺴﺴﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻤﺼﺎﺩﺭ ﺘﻤﻭﻴﻥ ﻤﺨﺘﻠﻔﺔ ﺇﺫ ﺘﺤﺼل ﻋﻠﻰ ﻏﺒﺭﺓ ﺍﻝﺤﻠﻴﺏ ﻭ ﺍﻝﻤﻭﺍﺩ ﺍﻝﺩﺴﻤﺔ
ﻤﻥ ﺃﻤﺭﻴﻜﺎ ،ﺒﻠﺠﻴﻜﺎ ،...ﺃﻤﺎ ﺃﺩﻭﺍﺕ ﺍﻝﺘﻐﻠﻴﻑ ﻓﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ ﻓﺭﻨﺴﺎ ،ﺒﻠﺠﻴﻜﺎ ،ﻭﺒﻌﺽ ﺍﻝﻤﺩﻥ
ﺍﻝﺠﺯﺍﺌﺭﻴﺔ.
ﻋﻼﻗﺔ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺎﻝﺒﻨﻭﻙ :ﺘﺘﻌﺎﻤل ﺍﻝﻤﺅﺴﺴﺔ ﻤﻊ ﻋﺩﺓ ﺒﻨﻭﻙ ﻤﻨﻬﺎ BNAﺒﻌﻴﻥ ﺴﻤﺎﺭﺓ BADR
ﺒﺎﻝﺨﺭﻭﺏ ،ﻭﺒﻨﻙ ﺍﻝﺘﻨﻤﻴﺔ ﻭ ﺍﻝﻔﻼﺤﺔ ﺒﺎﻷﻤﻴﺭ ﻋﺒﺩ ﺍﻝﻘﺎﺩﺭ ﻭ ﺤﺴﺏ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ
ﻤﺼﻠﺤﺔ ﺍﻝﻤﺎﻝﻴﺔ ﺃﻨﻬﺎ ﺘﺘﻌﺎﻤل ﻭ ﺒﺸﻜل ﻜﺒﻴﺭ ﻤﻊ " "BADRﻭ ﻴﺘﻡ ﺍﻝﺘﻌﺎﻤل ﻤﻊ ﺍﻝﺒﻨﻭﻙ ﻭﺍﻝﻤﺴﺎﻫﻤﻭﻥ
ﻋﻥ ﻁﺭﻴﻕ ﺍﻝﻤﺩﻴﺭﻴﺔ ﺍﻝﻌﺎﻤﺔ ﻓﻬﻲ ﺍﻝﺠﻬﺔ ﺍﻝﻤﺨﻭل ﻝﻬﺎ ﺒﺫﻝﻙ.
-2-2-2ﺍﻝﻤﺤﻴﻁ ﺍﻝﻘﺎﻨﻭﻨﻲ :ﻴﻌﺩ ﻫﺫﺍ ﺍﻝﻤﺤﻴﻁ ﻤﻥ ﺃﻫﻡ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻋﻠﻰ ﺃﻱ ﻤﺅﺴﺴﺔ ﻭﺫﻝﻙ
ﻤﻥ ﺨﻼل ﺍﻻﻝﺘﺯﺍﻤﺎﺕ ﺒﺘﻨﻔﻴﺫ ﻭ ﺘﻁﺒﻴﻕ ﻤﺨﺘﻠﻑ ﻗﻭﺍﻨﻴﻥ ﺍﻝﺘﺸﺭﻴﻊ ﻝﻠﻌﻤل ﻭ ﺍﻝﻨﻘﺎﺒﺎﺕ ﻭ ﺍﻝﻘﻭﺍﻨﻴﻥ ﺍﻝﺠﺒﺎﺌﻴﺔ
ﻭﺍﻝﺘﻲ ﺘﺅﺜﺭ ﻓﻲ ﺴﻴﺎﺴﺔ ﺍﻝﻤﺅﺴﺴﺔ ﻭ ﻨﺸﺎﻁﻬﺎ.
ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ﺍﻝﺘﺸﺭﻴﻌﺎﺕ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺎﻝﺒﻴﺌﺔ ﻭ ﻜﺫﺍ ﺍﻝﻘﻭﺍﻨﻴﻥ ﺍﻝﺨﺎﺼﺔ ﺒﺎﻻﺴﺘﻴﺭﺍﺩ ﻭﺍﻝﺘﺼﺩﻴﺭ
ﻭﻗﺎﻨﻭﻥ ﺍﻝﻤﺎﻝﻴﺔ ﻭﻗﺎﻨﻭﻥ ﺍﻝﻀﺭﺍﺌﺏ ﻓﻤﺜﻼ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻴﻠﺯﻤﻬﺎ ﺒﺩﻓﻊ ﺍﻝﻀﺭﻴﺒﺔ ﻋﻠﻰ ﺃﺭﺒﺎﺡ ﺍﻝﻤﺅﺴﺴﺎﺕ
ﺒﻨﺴﺒﺔ .% 30
-3ﺘﻨﻅﻴﻡ ﺍﻝﻤﺅﺴﺴﺔ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻴﺠﺏ ﺍﻷﺨﺫ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﻨﻭﻉ ﺍﻝﻨﺸﺎﻁ ،ﻋﺩﺩ ﺍﻝﻌﻤﺎل ﻭﻋﻭﺍﻤل ﺃﺨﺭﻯ ،ﻋﻤﻠﻴﺔ ﻋﻨﺩ ﻭﻀﻊ
ﺍﻝﻬﻴﻜل ﺍﻝﺨﺎﺹ ﺒﺄﻱ ﻤﺅﺴﺴﺔ ﺍﻗﺘﺼﺎﺩﻴﺔ ،ﻭﻨﻭﻀﺢ ﺍﻝﻬﻴﻜل ﺍﻝﺘﻨﻅﻴﻤﻲ ﻝﻤﺅﺴﺴﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻓﻲ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻤﻥ ﺨﻼل ﺍﻝﻬﻴﻜل ﺍﻝﺘﻨﻅﻴﻤﻲ ﺍﻝﻤﻭﻀﺢ ﻓﻲ ﺍﻝﺸﻜل ﺭﻗﻡ- -ﻨﺘﻁﺭﻕ ﺇﻝﻰ ﺍﻝﻤﺩﻴﺭﻴﺎﺕ ﻭ ﺍﻝﻤﺼﺎﻝﺢ
ﺍﻝﺘﺎﻝﻴﺔ:
-1ﺍﻝﻤﺩﻴﺭﻴﺔ ﺍﻝﻌﺎﻤﺔ :ﻭﻨﻤﻴﺯ ﺍﻝﻤﻜﺎﺘﺏ ﺍﻝﺘﺎﻝﻴﺔ ﺍﻝﻤﺴﺎﻋﺩﺓ ﻝﻠﻤﺩﻴﺭ ﺍﻝﻌﺎﻡ .
-1-1ﻤﺴﺎﻋﺩ ﺍﻝﺭﺌﻴﺱ ﺍﻝﻤﺩﻴﺭ ﺍﻝﻌﺎﻡ ﻤﻜﻠﻑ ﺒﺎﻝﺸﺅﻭﻥ ﺍﻝﺘﻘﻨﻴﺔ
-2-1ﻤﺴﺎﻋﺩ ﺍﻝﺭﺌﻴﺱ ﺍﻝﻤﺩﻴﺭ ﺍﻝﻌﺎﻡ ﺍﻝﻤﻜﻠﻑ ﺒﺎﻝﺘﺴﻭﻴﻕ.
-3-1ﺍﻝﺴﻜﺭﻴﺘﺎﺭﻴﺎ :ﻤﻥ ﻤﻬﺎﻤﻬﺎ ﺍﻝﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﺃﺴﺭﺍﺭ ﻋﻤل ﺍﻝﻤﺅﺴﺴﺔ ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺘﻠﻘﻴﻬﺎ
ﺍﻝﻤﻜﺎﻝﻤﺎﺕ ﺍﻝﻬﺎﺘﻔﻴﺔ ﻭ ﺍﻝﻤﻭﺍﻋﻴﺩ ﻤﻊ ﺍﻝﻤﺩﻴﺭ.
1-2ﺩﺍﺌﺭﺓ ﺍﻹﻨﺘﺎﺝ :ﺘﻘﻭﻡ ﻫﺫﻩ ﺍﻝﺩﺍﺌﺭﺓ ﺒﺘﺤﻀﻴﺭ ﻭ ﻤﻌﺎﻝﺠﺔ ﻜل ﻤﻥ ﺍﻝﺤﻠﻴﺏ ﻭ ﻤﺸﺘﻘﺎﺘﻪ ﻤﻥ ﺍﺠل
ﺘﻭﻓﻴﺭ ﻤﺘﻁﻠﺒﺎﺕ ﺍﻝﻤﺴﺘﻬﻠﻙ ﻭ ﻤﻥ ﻤﻬﺎﻤﻬﺎ:
-ﺍﻝﻤﺤﺎﻓﻅﺔ ﻋﻠﻰ ﻭﺴﺎﺌل ﺍﻹﻨﺘﺎﺝ.
-ﺍﺴﺘﻘﺒﺎل ﻜل ﺍﻝﻤﻭﺍﺩ ﺍﻷﻭﻝﻴﺔ ﺍﻝﻼﺯﻤﺔ ﻝﻌﻤﻠﻴﺔ ﺍﻹﻨﺘﺎﺝ.
ﻭﻫﺫﻩ ﺍﻝﺩﺍﺌﺭﺓ ﻝﻬﺎ ﺍﺘﺼﺎل ﻤﻊ ﻤﺼﻠﺤﺔ ﺍﻝﺘﻤﻭﻴﻥ ﻤﻥ ﺤﻴﺙ ﺼﻼﺤﻴﺔ ﺍﻝﻤﻭﺍﺩ ﺍﻷﻭﻝﻴﺔ ،ﻤﺭﺍﻗﺒﺔ
ﺍﻝﻨﻭﻋﻴﺔ ﻨﻅﺎﻓﺔ ﺍﻝﻭﺭﺸﺎﺕ ،ﺍﻵﻻﺕ ،ﻭﺘﻨﻘﺴﻡ ﺇﻝﻰ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-2-1-2ﻤﺼﻠﺤﺔ ﺇﻨﺘﺎﺝ ﺍﻝﺤﻠﻴﺏ :ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﻋﺩﺩ ﻤﻌﻴﻥ ﻤﻥ ﺍﻵﻻﺕ ) ﻤﺎﻜﻨﺎﺕ( ﻹﻨﺘﺎﺝ
ﺍﻝﺤﻠﻴﺏ ،ﻭ ﻴﻭﺠﺩ ﻜﺫﻝﻙ ﻤﻌﻤل ﻹﻨﺘﺎﺝ ﺍﻝﺠﺒﻥ ﺍﻝﻤﻌﻘﻡ ﻭﺍﻝﺯﺒﺩﺓ ﻤﻊ ﺍﻝﺤﺭﺹ ﻋﻠﻰ ﺘﻐﻠﻴﻔﻬﺎ ،ﺒﺎﻹﻀﺎﻓﺔ ﺇﻝﻰ
ﺇﻨﺘﺎﺝ ﺍﻝﺠﺒﻥ ﺍﻝﻁﺎﺯﺝ ،le petit Constantinoisﻭﺍﻝﺠﺒﻥ ﺍﻝﻤﺒﺴﺘﺭ Comenbereﻭ ﻨﺸﻴﺭ ﺇﻝﻰ ﺃﻥ
ﺍﻝﻤﻨﺘﻭﺠﻴﻥ ﺍﻵﺨﺭﻴﻥ ﻅﻬﺭﺍ ﻓﻲ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻷﺨﻴﺭﺓ ﻓﻘﻁ ،ﻓﻘﺩ ﺒﺩﺀ ﺍﻝﺘﻔﻜﻴﺭ ﻓﻲ ﺫﻝﻙ ﻤﻨﺩ ﺴﻨﺔ 2000.
-2-2ﺩﺍﺌﺭﺓ ﻤﺭﺍﻗﺒﺔ ﺍﻝﺠﻭﺩﺓ ﻭﺍﻝﻨﻭﻋﻴﺔ :ﺘﻬﺘﻡ ﻫﺫﻩ ﺍﻝﺩﺍﺌﺭﺓ ﺒﺠﻭﺩﺓ ﻭ ﻨﻭﻋﻴﺔ ﺍﻝﻤﻨﺘﻭﺝ ﻤﻥ ﺤﻴﺙ
ﻤﻜﻭﻨﺎﺘﻪ ﺍﻝﻔﻴﺯﻴﺎﺌﻴﺔ ﻭ ﺍﻝﻜﻴﻤﺎﺌﻴﺔ ﻓﻲ ﻭﺭﺸﺎﺕ ﻴﻘﻭﻡ ﻋﻠﻴﻬﺎ ﻋﺩﺩ ﻤﻥ ﺍﻝﻔﻴﺯﻴﺎﺌﻴﻴﻥ ،ﻭﺘﺘﻡ ﺍﻝﻤﺭﺍﻗﺒﺔ ﻗﺒل ﺍﻹﻨﺘﺎﺝ
ﻭﺒﻌﺩﻩ ﻭ ﻗﺒل ﺍﻝﺘﻭﺯﻴﻊ ﻜﻤﺎ ﺘﺘﻭﻓﺭ ﺍﻝﺩﺍﺌﺭﺓ ﻋﻠﻰ ﻤﻘﺭ ﻝﻤﺭﺍﻗﺒﺔ ﺍﻝﺒﻜﺘﻴﺭﻴﺎ ﻭ ﻨﺴﺒﺔ ﺍﻝﻨﻅﺎﻓﺔ ﻓﻲ ﺍﻝﻤﻨﺘﺠﺎﺕ ﺃﻤﺎ
ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻤﺼﻠﺤﺔ ﺍﻝﻔﻴﺯﻴﻭﻜﻤﻴﺎﺌﻴﺔ ﻓﺘﻌﻤل ﺒﺎﻝﺘﻨﺴﻴﻕ ﻤﻊ ﺍﻝﻤﺨﺎﺒﺭ ﺍﻝﻌﻤﻭﻤﻴﺔ ﻭ ﺍﻝﺒﻴﻁﺭﻴﺔ ﻭﺍﻝﺼﻴﺩﻻﻨﻴﺔ.
-3-2ﺩﺍﺌﺭﺓ ﺍﻝﺼﻴﺎﻨﺔ :ﺍﻝﻤﻬﺎﻡ ﺍﻷﺴﺎﺴﻴﺔ ﻫﺫﻩ ﺍﻝﺩﺍﺌﺭﺓ ﺘﻜﻤﻥ ﻓﻲ ﺍﻝﻤﺭﺍﻗﺒﺔ ﺍﻝﺩﺍﺌﻤﺔ ﻝﻭﺴﺎﺌل ﺍﻹﻨﺘﺎﺝ
ﻋﻨﺩ ﺤﺎﻝﺔ ﺘﻌﻁل ﺇﺤﺩﺍﻫﺎ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ﺘﻌﻤل ﻋﻠﻰ ﺘﻭﻓﻴﺭ ﺍﻝﻤﻠﻔﺎﺕ ﺍﻝﺘﻘﻨﻴﺔ ﺍﻝﻤﺅﺭﺨﺔ ﻝﻶﻻﺕ ،ﻭﺍﻝﻭﺴﺎﺌل
ﻭﺍﻷﺠﻬﺯﺓ ﺍﻝﺘﻲ ﺘﺘﻭﻓﺭ ﻋﻠﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭ ﻴﺘﻡ ﺘﻨﻔﻴﺫ ﻫﺫﻩ ﺍﻝﻤﻬﺎﻡ ﻤﻥ ﺨﻼل ﺍﻝﻤﺼﺎﻝﺢ ﺍﻝﺘﺎﻝﻴﺔ:
-1-3-2ﻤﺼﻠﺤﺔ ﺍﻝﻤﻨﺎﻫﺞ :ﺘﻬﺘﻡ ﺒﻤﺭﺍﻗﺒﺔ ﺍﻷﺠﻬﺯﺓ ﻭ ﺘﺼﻠﻴﺤﻬﺎ ﺒﺎﻹﻀﺎﻓﺔ ﺇﻝﻰ ﺍﻝﺘﺤﻜﻡ ﺍﻝﻴﻭﻤﻲ
ﻓﻲ ﺍﻝﻭﺜﺎﺌﻕ ﻭ ﺍﻝﻤﻠﻔﺎﺕ ﺍﻝﺘﻘﻨﻴﺔ ﺍﻝﺘﺎﺭﻴﺨﻴﺔ ﻝﻶﻻﺕ .
ﻴﺘﻤﺜل ﺩﻭﺭ ﻫﺫﻩ ﺍﻝﻤﺼﻠﺤﺔ ﻓﻲ ﺇﺨﻁﺎﺭ ﺍﻝﻤﺴﺅﻭﻝﻴﻥ ﺒﻜل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺎﻝﺼﻴﺎﻨﺔ ﻭ ﻓﻭﺘﺭﺓ
ﻫﺫﻩ ﺍﻝﺘﺼﻠﻴﺤﺎﺕ.
-3-3-2ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﻠﺯﻤﺎﺕ :ﺘﻬﺘﻡ ﺒﺘﺼﻠﻴﺢ ﺍﻵﻻﺕ ﺍﻝﺘﻲ ﺘﻌﻤل ﻋﻠﻰ ﺍﻝﺤﻔﺎﻅ ﻭﺇﻨﺘﺎﺝ ﺍﻝﺤﻠﻴﺏ
ﻭﻤﺸﺘﻘﺎﺘﻪ ﻤﻊ ﻤﻜﻴﻔﺎﺕ ﺍﻝﺘﺒﺭﻴﺩ ﺍﻝﺼﻨﺎﻋﻲ ﻭ ﻤﺭﺍﻗﺒﺔ ﺠﻭﺩﺓ ﺍﻝﻤﻭﺍﺩ ﺍﻝﺘﻲ ﺘﺩﺨل ﻓﻲ ﺘﺭﻜﻴﺒﺔ ﺍﻝﻤﻨﺘﻭﺠﺎﺕ.
-1-1-3ﻤﺼﻠﺤﺔ ﺍﻝﻤﺸﺘﺭﻴﺎﺕ :ﺘﻬﺘﻡ ﻫﺫﻩ ﺍﻝﻤﺼﻠﺤﺔ ﺒﺘﻤﻭﻴﻥ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺎﻝﻤﻭﺍﺩ ﺍﻷﻭﻝﻴﺔ ﺍﻝﻼﺯﻤﺔ
ﻭﻜﺫﻝﻙ ﻤﺨﺘﻠﻑ ﺍﻝﻠﻭﺍﺯﻡ ﻝﻌﻤﻠﻴﺔ ﺍﻹﻨﺘﺎﺝ ﻜﻤﺎ ﺘﻘﻭﻡ ﺒﺈﺭﺴﺎل ﺍﻝﻁﻠﺒﻴﺎﺕ ﺍﻝﻼﺯﻤﺔ ،ﻭﺘﺴﻬﻡ ﻫﺫﻩ ﺍﻝﻤﺼﻠﺤﺔ ﻋﻠﻰ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺘﻜﻭﻴﻥ ﻋﻼﻗﺎﺕ ﺠﻴﺩﺓ ﻤﻊ ﻤﻭﺭﺩﻱ ﺍﻝﻤﺅﺴﺴﺔ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﻗﻴﺎﻤﻬﺎ ﺒﺘﻨﻔﻴﺫ ﺍﺘﻔﺎﻗﻴﺎﺕ ﺍﻝﺸﺭﺍﺀ ﺍﻝﺩﺍﺨﻠﻴﺔ
ﻭﺍﻝﺨﺎﺭﺠﻴﺔ ،ﻭﻤﺘﺎﺒﻌﺔ ﻋﻤﻠﻴﺔ ﺍﻝﺸﺭﺍﺀ ﺤﺘﻰ ﻨﻬﺎﻴﺘﻬﺎ.
-2-1-3ﻤﺼﻠﺤﺔ ﺘﺴﻴﻴﺭ ﺍﻝﻤﺨﺯﻭﻥ :ﺘﻘﻭﻡ ﻫﺫﻩ ﺍﻝﻤﺼﻠﺤﺔ ﺒﺘﻭﺯﻴﻊ ﺍﻝﻤﻭﺍﺩ ﺍﻷﻭﻝﻴﺔ ﻭﻜﺫﻝﻙ ﻗﻁﻊ
ﺍﻝﻐﻴﺎﺭ ،ﻭ ﺍﻝﻠﻭﺍﺯﻡ ﻋﻠﻰ ﻤﺼﻠﺤﺔ ﺍﻹﻨﺘﺎﺝ ،ﺇﺫ ﺘﻜﻭﻥ ﻤﺭﻓﻭﻗﺔ ﺒﻭﺜﺎﺌﻕ ﺨﺎﺼﺔ ﻤﻭﻀﺤﺔ ﻓﻴﻬﺎ ﻨﻭﻉ ﻭﻜﻤﻴﺔ
ﺍﻝﻤﻭﺍﺩ.
-2-3ﺩﺍﺌﺭﺓ ﺍﻝﺘﺠﺎﺭﺓ :ﻤﻥ ﻤﻬﺎﻤﻬﺎ ﺃﺨﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻭ ﺘﻭﻁﻴﻥ ﺍﻝﻌﻼﻗﺎﺕ ﻤﻊ ﺍﻝﺯﺒﺎﺌﻥ ﻭ ﻤﺘﺎﺒﻌﺔ
ﺩﺭﺍﺴﺔ ﺍﻝﺴﻭﻕ ﻭﻭﻀﻊ ﺍﻝﻤﻨﺘﺠﺎﺕ ﻓﻲ ﺃﺤﺴﻥ ﺍﻝﻅﺭﻭﻑ ﻭ ﻴﺘﻡ ﺘﻨﻔﻴﺫ ﻫﺫﻩ ﺍﻝﻤﻬﺎﻡ ﻤﻥ ﺨﻼل ﺍﻝﻤﺼﻠﺤﺘﻴﻥ
ﺍﻝﺘﺎﻝﻴﺘﻴﻥ:
-1-2-3ﻤﺼﻠﺤﺔ ﺍﻝﺒﻴﻊ :ﺘﻘﻭﻡ ﺒﻌﻤﻠﻴﺔ ﺘﻭﺯﻴﻊ ﺍﻝﻤﻨﺘﻭﺝ ﺍﻝﻨﻬﺎﺌﻲ ﻭ ﺍﻝﺴﻬﺭ ﻋﻠﻰ ﺍﻝﺴﻴﺭ ﺍﻝﺤﺴﻥ
ﻹﺠﺭﺍﺀﺍﺕ ﺍﻝﺘﺴﻴﻴﺭ ﻜﻤﺎ ﺘﻘﻭﻡ ﺒﺈﻋﺩﺍﺩ ﺍﻝﺘﻘﺎﺭﻴﺭ ﻋﻠﻰ ﻨﺸﺎﻁﺎﺘﻬﺎ ﺨﺎﺼﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﺎﻝﻤﺒﻴﻌﺎﺕ.
ﺘﻘﻭﻡ ﺒﻌﻤﻠﻴﺔ ﻤﺭﺍﺠﻌﺔ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻨﺎﺘﺠﺔ ﻋﻥ ﻤﺼﻠﺤﺔ ﺍﻝﺒﻴﻊ ﻭﺍﺴﺘﻐﻼل ﺍﻝﻤﻠﻔﺎﺕ ﺤﺴﺏ
ﺍﻝﺘﻭﺠﻴﻬﺎﺕ ﻭﺍﻹﺠﺭﺍﺀﺍﺕ ﺍﻝﻤﺤﺩﺩﺓ ،ﻭ ﺘﻘﻭﻡ ﺒﻬﺫﻩ ﺍﻝﻤﻬﺎﻡ ﻜل ﻤﻥ ﻤﺼﻠﺤﺔ ﺍﻝﺒﺭﻤﺠﺔ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﻗﺴﻡ
ﺍﻝﻔﻭﺘﺭﺓ ﺍﻝﺫﻱ ﻴﻘﻭﻡ ﺒﺘﺠﻤﻴﻊ ﻋﻤﻠﻴﺎﺕ ﺍﻝﻔﻭﺘﺭﺓ.
-1-4ﺩﺍﺌﺭﺓ ﺍﻝﻤﺤﺎﺴﺒﺔ ﻭﺍﻝﻤﺎﻝﻴﺔ :ﻤﻥ ﻤﻬﺎﻤﻬﺎ ﻀﺒﻁ ﺍﻝﺤﺴﺎﺒﺎﺕ ﻭ ﺇﻋﺩﺍﺩ ﺍﻝﻤﻴﺯﺍﻨﻴﺎﺕ ﻭﺃﻴﻀﺎ
ﻀﻤﺎﻥ ﺍﻝﻭﻅﻴﻔﺔ ﺍﻝﻘﺎﻨﻭﻨﻴﺔ ﻝﻁﻠﺒﺎﺕ ﺍﻝﺸﺭﺍﺀ ﻭ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺍﻝﻌﺎﻤﺔ ،ﻭ ﻫﺫﻩ ﺍﻝﻭﻅﻴﻔﺔ ) ﻭﻅﻴﻔﺔ ﺍﻝﻤﺎﻝﻴﺔ( ﻝﻴﺴﺕ
ﻤﺴﺘﻘﻠﺔ ﺒﺫﺍﺘﻬﺎ ﺒل ﻤﺩﻤﺠﺔ ﻀﻤﻥ ﻗﺴﻡ ﺍﻝﻤﺤﺎﺴﺒﺔ ﻭ ﺘﺒﻌﺎ ﻝﻠﻬﻴﻜل ﺍﻝﺘﻨﻅﻴﻤﻲ ﻨﺠﺩ ﺃﻥ ﺩﺍﺌﺭﺓ ﺍﻝﻤﺤﺎﺴﺒﺔ
ﻭﺍﻝﻤﺎﻝﻴﺔ ﺘﻨﻘﺴﻡ ﺇﻝﻰ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-2-1-4ﻤﺼﻠﺤﺔ ﺍﻝﻤﺤﺎﺴﺒﺔ ﺍﻝﺘﺤﻠﻴﻠﻴﺔ :ﻭﻫﻲ ﻤﺼﻠﺤﺔ ﺘﻘﻭﻡ ﺒﺩﺭﺍﺴﺔ ﻭﻤﺘﺎﺒﻌﺔ ﻤﺨﺘﻠﻑ ﺍﻝﺘﻜﺎﻝﻴﻑ
ﻤﻥ ﺒﺩﺍﻴﺔ ﻋﻤﻠﻴﺔ ﺍﻹﻨﺘﺎﺝ ﺇﻝﻰ ﻨﻬﺎﻴﺘﻬﺎ ﻭ ﺘﺘﻤﺜل ﻤﻬﺎﻤﻬﺎ ﻓﻲ:
-ﺘﺤﻠﻴل ﻭ ﻤﺭﺍﻗﺒﺔ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺒﻜﻴﻔﻴﺔ ﻤﻔﺼﻠﺔ ﻤﻥ ﺒﺩﺍﻴﺔ ﻤﺭﺤﻠﺔ ﺍﻝﺸﺭﺍﺀ ﺇﻝﻰ ﻤﺭﺤﻠﺔ ﺍﻝﺘﺴﻭﻴﻕ.
-ﺤﺴﺎﺏ ﺴﻌﺭ ﺍﻝﺘﻜﻠﻔﺔ ﻝﻠﻤﻨﺘﺠﺎﺕ ﺍﻝﺸﻬﺭﻴﺔ.
-ﺤﺴﺎﺏ ﺍﻝﻨﺘﻴﺠﺔ ﺍﻝﺘﺤﻠﻴﻠﻴﺔ.
-1-1-5ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ :ﺘﻌﺩ ﻫﺫﻩ ﺍﻝﻤﺼﻠﺤﺔ ﺍﻝﻘﺎﻋﺩﺓ ﺍﻷﺴﺎﺴﻴﺔ ﺇﺫ ﺘﺘﻤﺜل ﻤﻬﺎﻤﻬﺎ ﻓﻴﻤﺎ ﻴﻠﻲ:
-ﺍﻝﺘﻜﻔل ﺒﻤﻬﺎﻡ ﺍﻝﺘﻭﻅﻴﻑ.
-ﺇﻋﺩﺍﺩ ﺒﺭﺍﻤﺞ ﺍﻝﻌﻁل ﻭ ﺘﻁﺒﻴﻘﻬﺎ.
-ﺇﻋﺩﺍﺩ ﺸﻬﺎﺩﺍﺕ ﺍﻝﻌﻤل.
-ﺍﻹﻋﻼﻥ ﻋﻥ ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل.
-ﺘﺘﺒﻊ ﻏﻴﺎﺒﺎﺕ ﺍﻝﻌﻤل.
-ﺘﺨﻁﻴﻁ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻤﻬﻨﻴﺔ ﻷﻱ ﻋﺎﻤل ) ،ﺤﺴﺏ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﺃﻥ ﻫﺫﻩ ﺍﻝﻤﻬﻤﺔ ﻻ
ﺘﻁﺒﻕ ﻋﻠﻰ ﺃﺭﺽ ﺍﻝﻭﺍﻗﻊ ﺒل ﺘﻘﺘﺼﺭ ﻋﻠﻰ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻤﻬﻨﻴﺔ ﺍﻝﻴﻭﻤﻴﺔ ،ﺒﻤﻌﻨﻰ ﺁﺨﺭ ﻻ ﻴﻭﺠﺩ ﺒﻌﺩ ﺍﺴﺘﺭﺍﺘﻴﺠﻲ
ﻝﺘﺨﻁﻴﻁ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻠﻌﻤﺎل(.
ﺇﻥ ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ ﻭ ﺍﻝﺘﻜﻭﻴﻥ ﻻ ﺘﻤﺎﺭﺱ ﻤﻬﺎﻤﻬﺎ ﺒﺎﺴﺘﻘﻼﻝﻴﺔ ﺘﺎﻤﺔ ،ﻓﺘﺤﺩﻴﺩ ﺍﻝﻤﻬﻨﻴﻴﻥ ﻴﺘﻡ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻋﻠﻰ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻷﻋﻠﻰ ﻭﻤﺎ ﻋﻠﻰ ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ ﻭ ﺍﻝﺘﻜﻭﻴﻥ ،ﺇﻥ ﺍﻝﻘﺒﻭل ﺒﺎﻝﻌﺩﺩ ﺍﻝﻤﻭﺠﻪ ﻝﻬﺎ ﻤﻥ
ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺘﻤﻬﻨﻴﻥ ،ﻤﻤﺎ ﻴﺅﺜﺭ ﻋﻠﻰ ﻨﺘﻴﺠﺔ ﺍﻝﺘﻜﻭﻴﻥ ﻤﻥ ﺠﻬﺔ ﻭﻋﻠﻰ ﺍﻝﻤﻜﻭﻥ ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ.
ﺍﻝﺠﺒﻥ ،ﺍﻝﻴﺎﻏﻭﺭﺕ ،ﺯﺒﺩﻩ ﺍﻝﺒﻘﺭ ،ﺍﻝﻠﺒﻥ ،ﺍﻝﺠﺒﻥ ﺍﻝﻁﺭﻱ ،ﺍﻝﻘﺸﺩﺓ ﺍﻝﻁﺎﺯﺠﺔ ،ﺍﻝﺴﻤﻥ ﻏﻴﺭ ﺃﻨﻪ ﻭ ﻤﻊ
ﻤﺭﻭﺭ ﺍﻝﺯﻤﻥ ﻭ ﻗﺩﻡ ﺍﻵﻻﺕ ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ﺃﺩﻯ ﺇﻝﻰ ﺘﺭﺍﺠﻊ ﺨﻁ ﻤﻨﺘﺠﺎﺕ ﺍﻝﻤﻠﺒﻨﺔ.
ﻭﺤﺎﻝﻴﺎ ﺘﻘﻭﻡ ﺍﻝﻭﺤﺩﺓ ﺒﺈﻨﺘﺎﺝ ﺍﻝﺤﻠﻴﺏ ﺒﻨﻭﻋﻴﻪ ﺍﻝﻤﺒﺴﺘﺭ ﻭﺤﻠﻴﺏ ﺍﻝﺒﻘﺭ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺍﻝﺠﺒﻥ ﺍﻝﻁﺭﻱ
ﺍﻝﻠﺒﻥ )ﻓﻲ ﺃﻭﻗﺎﺕ ﻤﻌﻴﻨﺔ( ﻭﻤﺅﺨﺭﺍ ﺍﻨﻁﻠﻘﺕ ﻓﻲ ﺇﻨﺘﺎﺝ ﺍﻝﺠﺒﻥ ﺍﻝﻤﻌﻘﻡ .
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻷﺨﻴﺭﺓ ﺍﺭﺘﻔﺎﻋﺎ ﻤﺤﺴﻭﺴﺎ ﻓﻲ ﺃﺴﻌﺎﺭﻫﺎ ،ﻤﻤﺎ ﺃﺩﻯ ﺒﺒﻌﺽ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺨﺎﺼﺔ ﺇﻝﻰ ﺘﻭﻗﻴﻑ
ﺇﻨﺘﺎﺠﻬﺎ ،ﺃﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻓﻠﻡ ﺘﺘﻭﻗﻑ ﻭﻭﺍﺼﻠﺕ ﺍﻹﻨﺘﺎﺝ ﻨﻅﺭﺍ ﻝﻼﺤﺘﻴﺎﻁ ﺍﻝﺫﻱ ﺘﺘﻭﻓﺭ
ﻋﻠﻴﻪ ﻤﻥ ﺒﻭﺩﺭﺓ ﺍﻝﺤﻠﻴﺏ.
-ﺍﻝﻤﻭﺍﺩ ﺍﻝﺩﺴﻤﺔ ،Matière grasse :ﻴﺘﻡ ﺠﻠﺒﻬﺎ ﻋﺎﺩﺓ ﻤﻥ ﻨﻴﻭﺯﻴﻠﻨﺩﺍ ﻭ ﻴﻁﻠﻕ ﻋﻠﻴﻬﺎ ﺍﺴﻡ
).(MGLA
-ﺍﻝﻤﺎﺀ ﻫﻭ ﺍﻝﻤﺎﺩﺓ ﺍﻝﻭﺤﻴﺩﺓ ﺍﻝﻤﺘﻭﻓﺭﺓ ﻓﻲ ﺍﻝﺴﻭﻕ ﺍﻝﻭﻁﻨﻴﺔ.
ﻤﻨﺘﻭﺝ ﺍﻝﺤﻠﻴﺏ :ﻭ ﻫﻭ ﻋﺒﺎﺭﺓ ﻋﻥ ﻤﻨﺘﻭﺝ ﺴﻬل ﺍﻻﺴﺘﻌﻤﺎل ﻴﺘﻜﻭﻥ ﻜل ﻝﺘﺭ ﻤﻨﻪ ﻋﻠﻰ :
94 -ﻍ ﻤﻥ ﻏﺒﺭﺓ ﺍﻝﺤﻠﻴﺏ .
20 -ﻍ ﻤﻥ ﺍﻝﻤﺎﺩﺓ ﺍﻝﺩﺴﻤﺔ .
312 -ﻍ ﻤﻥ ﺍﻝﻤﺎﺀ.
ﻭ ﻴﺘﻡ ﺇﻨﺘﺎﺠﻪ ﻓﻲ ﻭﺭﺸﺔ ﺇﻨﺘﺎﺝ ﺍﻝﺤﻠﻴﺏ ﻭ ﺒﻌﺩ ﺫﻝﻙ ﻴﺘﻡ ﻭﻀﻌﻪ ﻓﻲ ﺃﻜﻴﺎﺱ ﺘﺘﻭﺍﻓﻕ ﻤﻊ ﺍﻝﻤﻭﺍﺼﻔﺎﺕ
ﺍﻝﻌﺎﻝﻤﻴﺔ ﺒﺎﺴﺘﺨﺩﺍﻡ ﺁﻝﺔ ﺘﺴﻤﻰ .la conditionneuse.
ﺍﻝﺠﺒﻥ :ﻭ ﻴﻨﻘﺴﻡ ﺇﻝﻰ ﻨﻭﻋﻴﻥ :
-ﺍﻝﺠﺒﻥ ﺍﻝﻁﺭﻱ :ﻭ ﻴﺴﻤﻰ " ﺍﻝﻘﺴﻨﻁﻴﻨﻲ ﺍﻝﺼﻐﻴﺭ " ﻭ ﻫﻭ ﻋﺒﺎﺭﺓ ﻋﻥ ﺠﺒﻥ ﺫﺍﺌﺏ .
-ﺍﻝﺠﺒﻥ ﺍﻝﻤﻌﻘﻡ Camembert :
ﺍﻝﻠﺒﻥ .
ﺤﻠﻴﺏ ﺍﻝﺒﻘﺭ :ﻭﻫﻭ ﻋﺒﺎﺭﺓ ﻋﻥ ﺤﻠﻴﺏ ﻁﺒﻴﻌﻲ ﻴﺘﻡ ﺠﻠﺒﻪ ﻤﻥ ﺍﻝﻤﺯﺍﺭﻉ ﻭ ﺒﻌﺩ ﺘﺼﻔﻴﺘﻪ ﻭ ﺘﻨﻘﻴﺘﻪ ﺒﻁﺭﻕ
ﻋﻠﻤﻴﺔ ﺜﻡ ﺘﻌﻘﻴﻤﻪ ،ﺘﺘﻡ ﺘﻌﺒﺌﺘﻪ ﻓﻲ ﺃﻜﻴﺎﺱ ﺨﺎﺼﺔ ﺒﻪ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺘﻘﻭﻡ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺈﺤﻀﺎﺭ ﻤﻨﺘﺠﺎﺕ ﺃﺨﺭﻯ ﻤﻥ ﺍﻝﻤﻠﺒﻨﺎﺕ ﺍﻝﺘﺎﺒﻌﺔ ﻝﻤﺠﻤﻊ ﺍﻝﺤﻠﻴﺏ ﺍﻝﺼﻨﺎﻋﻲ
، GIPLAITﺜﻡ ﺘﻌﻴﺩ ﺘﻭﺯﻴﻌﻬﺎ ﻭ ﺒﻴﻌﻬﺎ ﻋﻥ ﻁﺭﻴﻕ ﻤﺴﺎﻝﻜﻬﺎ ﻭ ﻫﺫﺍ ﻤﻥ ﺃﺠل ﺍﻝﺤﻔﺎﻅ ﻋﻠﻰ ﺤﺼﺘﻬﺎ ﻓﻲ
ﺍﻝﺴﻭﻕ ،ﻭﺘﻐﻁﻴﺔ ﺍﻝﻌﺠﺯ ﺍﻝﺫﻱ ﺘﺤﻘﻘﻪ ﻤﻥ ﺠﺭﺍﺀ ﺇﻨﺘﺎﺠﻬﺎ ﻭ ﺒﻴﻌﻬﺎ ﻝﻤﻨﺘﻭﺝ ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﺴﻌﺭ ﺇﺩﺍﺭﻴﺎ ﻭ ﻓﻴﻤﺎ
ﻴﻠﻲ ﻨﻌﺭﺽ ﻫﺫﻩ ﺍﻝﻤﻨﺘﺠﺎﺕ ﺤﺴﺏ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
ﻭﺍﻝﻤﻠﺒﻨﺔ ﻜﻤﺎ ﻫﻭ ﻤﻼﺤﻅ ﺘﺘﻌﺭﺽ ﻝﻤﻨﺎﻓﺴﺔ ﺸﺭﺴﺔ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﻠﺒﻨﺎﺕ ﺍﻝﺨﺎﺼﺔ ﺍﻝﺘﻲ ﻅﻬﺭﺕ
ﺒﻘﺴﻨﻁﻴﻨﺔ )ﺍﻝﻘﺭﻭﺯ ،ﺍﻝﺸﺭﻭﻕ ،ﺼﺎﻓﻲ.(PALMA ،
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻝﻤﺒﻴﻌﺎﺕ
-1ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﺒﺴﺘﺭ :ﻗﺩﺭ ﺘﻭﺯﻴﻊ ﺍﻝﺤﻠﻴﺏ ﺍﻝﻤﺒﺴﺘﺭ ﺴﻨﺔ 2001ﺒـ 57976941ﻝﺘﺭ ﻝﻴﺘﺭﺍﺠﻊ ﺴﻨﺔ
2005ﺒﺤﺠﻡ ﻗﺩﺭﻩ 40509569ﻝﺘﺭ ﺃﻱ ﺒﻨﺴﺒﺔ .% 17
-2ﺤﻠﻴﺏ ﺍﻝﺒﻘﺭ :ﻤﻥ ﺴﻨﺔ 2001ﺇﻝﻰ 2003ﺤﻘﻕ ﻨﻤﻭﺍ ﻭ ﺯﻴﺎﺩﺓ ﻗﺩﺭﺕ ﺒـ % 8ﻭ ﺘﺭﺍﺠﻊ ﺴﻨﺔ
2004ﻭ2005.
-3ﺍﻝﻠﺒﻥ :ﻗﺩﺭ ﺍﻝﺤﺠﻡ ﺴﻨﺔ 2001ﺒـ 569022ﻝﺘﺭ ﻝﻴﺼل ﺴﻨﺔ 2005ﺇﻝﻰ ﺤﺠﻡ ﻗﺩﺭ ﺒـ 519736
ﻝﺘﺭ ﺃﻱ ﺒﺘﺭﺍﺠﻊ ﻗﺩﺭﻩ .% 0.05
-4ﺠﺒﻨﺔ ﺍﻝﻘﺴﻨﻁﻴﻨﻲ ﺍﻝﺼﻐﻴﺭ :ﺇﺫﺍ ﻝﻡ ﻨﺄﺨﺫ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﺴﻨﺔ 2003ﻭ ﺍﻝﺘﻲ ﺸﻬﺩﺕ ﺘﻌﻁل ﺍﻵﻝﺔ
ﻓﺎﻥ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻷﺭﺒﻊ ﺍﻝﻤﺘﺒﻘﻴﺔ ﺘﺒﻴﻥ ﺃﻥ ﺘﻭﺯﻴﻊ ﻫﺫﻩ ﺍﻝﻤﺎﺩﺓ ﻫﻭ ﻓﻲ ﺘﺫﺒﺫﺏ ﻭ ﻨﻘﺼﺎﻥ ﻜﺒﻴﺭﻴﻥ ،ﻓﻤﻥ
563106ﻗﻁﻌﺔ ﻓﻲ ﺴﻨﺔ 2001ﺇﻝﻰ 4294ﻗﻁﻌﺔ ﺴﻨﺔ 2002ﺃﻱ ﺒﺘﺭﺍﺠﻊ 52ﺃﻝﻑ ﻗﻁﻌﺔ .
ﺃﻤﺎ ﻓﻴﻤﺎ ﻴﺨﺹ ﺴﻨﺔ 2004ﻓﻼ ﻴﻤﻜﻥ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻴﻬﺎ ﻓﻲ ﺍﻝﺘﺤﻠﻴل ،ﺒﺎﻋﺘﺒﺎﺭﻫﺎ ﺴﻨﺔ ﺇﻋﺎﺩﺓ ﺍﻨﻁﻼﻕ
ﺇﻨﺘﺎﺝ ﺍﻝﻤﺎﺩﺓ ﺒﻌﺩ ﺘﻭﻗﻑ ﺴﻨﺔ ﻋﻥ ﺍﻝﺘﻭﺍﺠﺩ ﻓﻲ ﺍﻝﺴﻭﻕ.
ﻭﻓﻲ ﺴﻨﺔ 2005ﻫﻲ ﺍﻝﻌﻭﺩﺓ ﺍﻝﻔﻌﻠﻴﺔ ﻝﻬﺫﺍ ﺍﻝﻤﻨﺘﻭﺝ ﺒﺤﺠﻡ ﺘﻭﺯﻴﻊ ﻗﺩﺭ ﺒـ 52071ﻗﻁﻌﺔ ،ﺍﻷﻤﺭ
ﺍﻝﺫﻱ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻥ ﺘﻭﺯﻴﻊ ﻫﺫﺍ ﺍﻝﻤﻨﺘﻭﺝ ﻫﻭ ﻓﻲ ﺍﻝﻁﺭﻴﻕ ﺍﻝﺴﻠﻴﻡ .
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻤﻥ ﺨﻼل ﺍﻝﺠﺩﻭل ﺍﻝﻤﻘﺩﻡ ﻨﻼﺤﻅ ﺃﻥ ﺭﻗﻡ ﺃﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺒﻌﺩ ﺴﻨﺔ 2002ﻫﻭ ﻓﻲ ﺘﻨﺎﻗﺹ
ﻤﺴﺘﻤﺭ ﻭﺍﻝﺴﺒﺏ ﻨﺭﺠﻌﻪ ﺇﻝﻰ:
-ﺍﺭﺘﻔﺎﻉ ﺃﺴﻌﺎﺭ ﺍﻝﻤﻭﺍﺩ ﺍﻷﻭﻝﻴﺔ ﻓﻲ ﺍﻝﺴﻭﻕ ﺍﻷﺠﻨﺒﻴﺔ .
-ﻋﺩﻡ ﻓﻌﺎﻝﻴﺔ ﺍﻝﺘﻭﺯﻴﻊ ﺒﺎﻝﻤﻠﺒﻨﺔ ﺒﺴﺒﺏ ﻨﻘﺹ ﺍﻝﺘﺤﻜﻡ ﻓﻲ ﺍﻝﻘﻨﺎﺓ ﺍﻝﺘﻭﺯﻴﻌﻴﺔ ﺍﻝﺘﻲ ﺍﺨﺘﺎﺭﺘﻬﺎ ﺍﻝﻤﻠﺒﻨﺔ.
-ﺍﺭﺘﻔﺎﻉ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺒﺸﻜل ﻋﺎﻡ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻭ ﻤﻨﻬﺎ ﺍﻝﺘﻜﺎﻝﻴﻑ ﺍﻝﺨﻔﻴﺔ.
-ﻅﻬﻭﺭ ﺍﻝﻤﻨﺎﻓﺴﺔ ﻤﻤﺎ ﺃﺩﻯ ﺇﻝﻰ ﺘﺭﺍﺠﻊ ﺍﻝﺤﺼﺔ ﺍﻝﺴﻭﻗﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ.
-7ﺘﻁﻭﺭ ﺍﻷﺠﻭﺭ*:
ﺒﺎﻋﺘﺒﺎﺭ ﺍﻷﺠﻭﺭ ﺃﺤﺩ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﺘﻲ ﺘﻌﺘﻤﺩﻫﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻓﻲ ﺘﺤﻔﻴﺯ ﻤﻭﺍﺭﺩﻫﺎ ﺍﻝﺒﺸﺭﻴﺔ ،ﻨﻘﺩﻡ
ﻓﻴﻤﺎ ﻴﻠﻲ ﺘﻁﻭﺭ ﺍﻝﻜﺘﻠﺔ ﺍﻷﺠﺭﻴﺔ ﺨﻼل ﺍﻷﺭﺒﻌﺔ ﺴﻨﻭﺍﺕ ﺍﻷﺨﻴﺭﺓ :
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻝﻤﻼﺤﻅﺔ ﻤﻥ ﺨﻼل ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺘﻐﻴﺭ ﻗﻴﻤﺔ ﺍﻝﻜﺘﻠﺔ ﺍﻻﺠﺭﻴﺔ ﺍﻝﺼﺎﻓﻴﺔ ﻝﻌﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﻤﻥ
ﺴﻨﺔ ﺇﻝﻰ ﺃﺨﺭﻯ ﺒﺎﻝﻨﻘﺼﺎﻥ ﻭ ﺍﻝﺯﻴﺎﺩﺓ ﻋﺒﺭ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻷﺭﺒﻌﺔ ،ﻭ ﻨﻭﻀﺢ ﺫﻝﻙ ﺃﻜﺜﺭ ﻓﻲ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
السنوات
-.10.
-18.3
-20
-24.7
-30
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺸﻜل ﺍﻝﺘﻐﻴﺭ ﺍﻹﻴﺠﺎﺒﻲ ﻓﻲ ﺍﻝﻜﺘﻠﺔ ﺍﻷﺠﺭﻴﺔ ﺍﻝﺼﺎﻓﻴﺔ ﻤﻥ ﺴﻨﺔ )(2005 -2004
ﻭﻫﻲ ﺍﻝﺴﻨﺔ ﺍﻝﻭﺤﻴﺩﺓ ﺍﻝﺘﻲ ﻜﺎﻥ ﺍﻝﺘﻐﻴﺭ ﻓﻴﻬﺎ ﺇﻴﺠﺎﺒﻲ ﺨﻼل ﺴﻨﻭﺍﺕ ﺍﻝﻤﺩﺭﻭﺴﺔ ،ﻭﻗﺩﺭﺕ ﺍﻝﻨﺴﺒﺔ ﺒـ%17,7
ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 20243581.18ﺩﺝ ،ﻭﻫﺫﺍ ﺭﺍﺠﻊ ﺇﻝﻰ ﺍﻝﺯﻴﺎﺩﺓ ﺍﻝﻤﻘﺩﻤﺔ ﺨﻼل ﺴﻨﺔ ،2004ﻭﻓﻴﻤﺎ ﻴﺨﺹ
ﺍﻝﺘﻐﻴﺭ ﻓﻲ ﺍﻝﻜﺘﻠﺔ ﺍﻷﺠﺭﻴﺔ ﻝﺴﻨﺔ ) (2004 -2003ﻭ) ،(2006 – 2005ﻓﻨﺠﺩ ﻨﺴﺒﺔ ﺍﻝﺘﻐﻴﺭ ﺴﻠﺒﻴﺔ
ﻗﺩﺭﺕ ﺒـ % 24,7ﻭ % 18,3ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 37500206ﺩﺝ ﻭ 46144445.5ﺩﺝ
ﻭﻨﺭﺠﻊ ﺍﻝﺴﺒﺏ ﺇﻝﻰ ﺍﻨﺨﻔﺎﺽ ﻋﺩﺩ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻤﺅﻗﺘﻴﻥ ،ﻭﺃﺴﺒﺎﺏ ﺃﺨﺭﻯ ﻨﺠﻬﻠﻬﺎ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
2006 2005 2004 2003 2002 2001 2000 1999 1998 ﺍﻝﺴﻨﻭﺍﺕ
242 237 238 239 247 287 393 387 319 ﻋﺩﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ ﺍﻋﺘﻤﺎﺩﺍ ﻋﻠﻰ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ
ﻴﺒﻴﻥ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺃﻥ ﺍﻜﺒﺭ ﻋﺩﺩ ﺍﻝﻌﻤﺎﻝﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺴﺠل ﺴﻨﺔ 1999ﺇﺫ ﺒﻠﻎ 387ﻋﺎﻤﻼ ،ﻭﺃﺨﺫ ﻓﻲ
ﺍﻝﺘﺭﺍﺠﻊ ﺨﻼل ﺍﻝﺴﻨﻭﺍﺕ ﺍﻝﻤﻭﺍﻝﻴﺔ ﺒﺸﻜل ﺘﺩﺭﻴﺠﻲ ﺒﺴﺒﺏ ﺤﺎﻻﺕ ﺍﻝﺘﻘﺎﻋﺩ ،ﺍﻝﻭﻓﺎﺓ ﻭﻏﻴﺭﻫﺎ ،ﻭﺘﺩﻋﻴﻤﺎ
ﻷﺴﺒﺎﺏ ﺍﻝﺘﺭﺍﺠﻊ ﻓﻲ ﻋﺩﺩ ﺍﻝﻌﻤﺎل ﻨﺩﺭﺝ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
ﺠﺩﻭل ﺭﻗﻡ :-08-ﺤﺎﻻﺕ ﻤﻐﺎﺩﺭﺓ ﺍﻝﻌﻤﺎل ﻝﻠﻤﺅﺴﺴﺔ ﺨﻼل ﺍﻝﻔﺘﺭﺓ 2006 – 2003
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻴﻭﻀﺢ ﺍﻝﺠﺩﻭل ﺍﻝﻌﺩﺩ ﺍﻝﻤﺭﺘﻔﻊ ﻤﻥ ﺍﻝﻌﻤﺎل ﺍﻝﻤﺘﻘﺎﻋﺩﻴﻥ ،ﺇﺫ ﺒﻠﻎ ﻋﺩﺩﻫﻡ 53ﻋﺎﻤﻼ ﺴﻨﺔ2003
ﻝﻴﺘﺭﺍﺠﻊ ﻓﻲ ﺴﻨﺔ 2004ﺇﻝﻰ 6ﻋﻤﺎل ﻭﻴﺭﺘﻔﻊ ﺒﻌﺩﻫﺎ ﺒﺴﺘﺔ ﻋﻤﺎل ﺴﻨﺔ 2005ﻭﺍﺩﻨﻰ ﻋﺩﺩ ﺴﺠل
ﺴﻨﺔ 2006ﺒﻌﺎﻤﻠﻴﻥ ،ﻭﺒﺎﻝﻨﺴﺒﺔ ﻝﺤﺎﻻﺕ ﺍﻝﻭﻓﺎﺓ ﺘﻡ ﺘﺴﺠﻴل ﺤﺎﻝﺔ ﻭﺍﺤﺩﺓ ﻓﻲ ﺴﻨﺘﻲ 2003ﻭ2005
ﻭﺤﺎﻝﺘﻴﻥ ﻓﻲ ﺴﻨﺔ ،2004ﻭﺴﺠﻠﻨﺎ ﻜﺫﻝﻙ ﻋﺎﻤﻠﻴﻥ ﺴﻨﺔ 2004ﻏﺎﺩﺭﺍ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺸﻜل ﺇﺭﺍﺩﻱ ،ﺇﻀﺎﻓﺔ
ﺇﻝﻰ ﺤﺎﻝﺔ ﻭﺍﺤﺩﺓ ﻝﻼﺴﺘﻘﺎﻝﺔ ﺴﻨﺔ ،2004ﻭﺤﺴﺏ ﻤﺎ ﺃﻜﺩﻩ ﻤﺸﺭﻓﻲ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺃﻨﻪ ﻴﻨﺘﻤﻲ ﺇﻝﻰ ﻓﺌﺔ
ﺍﻹﻁﺎﺭﺍﺕ )ﺇﻁﺎﺭ ﺴﺎﻤﻲ( ﻭﻴﺭﺠﻊ ﺴﺒﺏ ﻤﻐﺎﺩﺭﺘﻪ ﺇﻝﻰ ﺃﻭﻀﺎﻉ ﺍﻝﻤﺅﺴﺴﺔ -ﺇﻝﻰ ﺤﺩ ﻤﺎ.-
-1-2-7ﺘﺼﻨﻴﻑ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺤﺴﺏ ﺍﻝﻔﺌﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ :ﻴﺘﻭﺯﻉ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺤﺴﺏ
ﺍﻝﻔﺌﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ ﺍﻝﺜﻼﺜﺔ ﺍﻝﺘﺎﻝﻴﺔ:
-ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻷﻭﻝﻰ :ﺘﻀﻡ ﺃﻋﻭﺍﻥ ﺍﻝﺘﻨﻔﻴﺫ
-ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻝﺜﺎﻨﻴﺔ :ﺘﻀﻡ ﺃﻋﻭﺍﻥ ﺍﻝﺘﺤﻜﻡ.
-ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻝﺜﺎﻝﺜﺔ :ﺘﻀﻡ ﺍﻹﻁﺎﺭﺍﺕ .
ﺍﻝﺴﻨﻭﺍﺕ
2006 2005 2004 2001 2000 1999 1998
ﺍﻹﻁﺎﺭﺍﺕ
71 65 71 77 83 77 71 ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
55 55 56 65 68 74 66 ﺃﻋﻭﺍﻥ ﺍﻝﺘﺤﻜﻡ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻨﻼﺤﻅ ﻤﻥ ﺨﻼل ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺍﺴﺘﻘﺭﺍﺭ ﺸﺒﻪ ﺘﺎﻡ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ،ﻭﺴﺠﻠﻨﺎ ﺃﻜﺒﺭ ﻋﺩﺩ ﻤﻥ
ﺍﻝﻌﻤﺎل ﺴﻨﺔ 2000ﻗﺩﺭ ﺒـ 83ﻋﺎﻤﻼ ،ﻭ ﺃﺩﻨﻰ ﻋﺩﺩ ﺴﺠل ﺴﻨﺔ 2005ﻓﻴﻤﺎ ﻴﻌﺎﺩل 65ﻋﺎﻤﻼ
ﻭﺒﺎﻝﻤﻘﺎﺒل ﻜﺫﻝﻙ ﻨﺠﺩ ﺜﺒﺎﺕ ﻨﺴﺒﻲ ﻓﻲ ﺃﻋﻭﺍﻥ ﺍﻝﺘﺤﻜﻡ ﺨﺎﺼﺔ ﻓﻲ ﺍﻝﺴﻨﺘﻴﻥ ﺍﻷﺨﻴﺭﺘﻴﻥ )(2006 -2005
ﻭﻨﺭﺠﻊ ﺍﻝﺴﺒﺏ ﻓﻲ ﺫﻝﻙ ﺇﻝﻰ ﺤﺎﻻﺕ ﺍﻝﺘﻘﺎﻋﺩ ﻭﻏﻴﺭﻫﺎ .
ﻭﻓﻴﻤﺎ ﻴﺨﺹ ﺃﻋﻭﺍﻥ ﺍﻝﺘﻨﻔﻴﺫ ﺒﻠﻎ ﺃﻜﺒﺭ ﻋﺩﺩ ﺴﻨﺔ 1999ﺇﺫ ﺒﻠﻎ 236ﻋﺎﻤﻼ ﻭ ﺒﺩﺀ ﻓﻲ ﺍﻝﺘﺭﺍﺠﻊ ﺒﻌﺩ ﺫﻝﻙ
ﺇﺫ ﺴﺠﻠﻨﺎ ﺍﻨﺨﻔﺎﻀﺎ ﻤﺤﺴﻭﺴﺎ ﺴﻨﺔ 2006ﺇﺫ ﺒﻠﻎ ﻋﺩﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ 116ﻋﺎﻤﻼ.
-2-2-7ﺘﺼﻨﻴﻑ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺤﺴﺏ ﺍﻝﺠﻨﺱ :ﻨﺒﻴﻥ ﺘﻭﺯﻴﻊ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺤﺴﺏ ﺍﻝﺠﻨﺱ
ﻭﺘﺒﻌﺎ ﻝﻠﻔﺌﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻜﻤﺎ ﻴﻠﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻨﻼﺤﻅ ﺃﻥ ﻨﺴﺒﺔ ﺍﻝﻌﻤﺎل ﺩﻭﻥ ﻤﺴﺘﻭﻯ ﻗﺩﺭﺕ ﺒـ % 20,66ﻭﻫﻲ ﻨﺴﺒﺔ ﻤﺭﺘﻔﻌﺔ ﻨﻭﻋﺎ ﻤﺎ ﻭﺃﻜﺒﺭ
ﻨﺴﺒﺔ ﺴﺠﻠﺕ ﺒـ % 39,25ﻝﻠﻌﻤﺎل ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻤﺘﻭﺴﻁ ﻭ ﻨﺠﺩ ﺤﻭﺍﻝﻲ % 7,8ﻤﺴﺘﻭﺍﻫﻡ ﺜﺎﻨﻭﻱ
ﻭﻫﻲ ﻨﺴﺒﺔ ﻀﺌﻴﻠﺔ ﺠﺩﺍ ،ﺃﻤﺎ ﺍﻝﺠﺎﻤﻌﻴﻴﻥ ﻭﺍﻝﺒﺎﻝﻎ ﻋﺩﺩﻫﻡ 50ﻋﺎﻤﻼ ﻗﺩﺭﺕ ﻨﺴﺒﺘﻬﻡ ﺒـ %20,66ﺃﺩﻨﻰ ﻤﻥ
ﺭﺒﻊ ﺇﺠﻤﺎﻝﻲ ﺍﻝﻌﻤﺎل ،ﻤﻤﺎ ﻴﻌﻜﺱ ﻝﻨﺎ ﻭﺒﺸﻜل ﻋﺎﻡ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﺍﻝﻤﺘﺩﻨﻲ ﻝﻌﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ.
-5-2-7ﺘﺼﻨﻴﻑ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﺤﺴﺏ ﺍﻷﻗﺩﻤﻴﺔ :ﻭﺤﺴﺏ ﺍﻷﻗﺩﻤﻴﺔ ﻴﺘﻭﺯﻉ ﻋﻤﺎل ﺍﻝﻭﺤﺩﺓ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻜﻤﺎ ﻴﻠﻲ:
ﻴﺒﻴﻥ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺃﻥ ﺃﻋﻠﻰ ﻨﺴﺒﺔ ﻤﻨﺤﺼﺭﺓ ﻓﻲ ﺍﻝﻔﺌﺔ ﺍﻝﺭﺍﺒﻌﺔ ) 21 -17ﺴﻨﺔ( ﺒﻨﺴﺒﺔ % 37,19
ﻭﺃﺩﻨﻰ ﻨﺴﺒﺔ ﻗﺩﺭﺕ ﺒـ % 7,8ﻤﻥ )31 -27ﺴﻨﺔ( ،ﻭﺒﺎﻗﻲ ﺍﻝﻨﺴﺒﺔ ﺘﻘﺭﻴﺒﺎ ﻤﺘﻘﺎﺭﺒﺔ ،ﻭﺤﺴﺏ ﻤﺎ ﻫﻭ
ﻭﺍﺭﺩ ﺒﺎﻝﺠﺩﻭل ﻨﺠﺩ ﺍﻝﻤﺅﺴﺴﺔ ﺘﺘﻤﻴﺯ ﺒﻌﻨﺎﺼﺭ ﺒﺸﺭﻴﺔ ﺫﺍﺕ ﺨﺒﺭﺓ ﺘﺘﻔﺎﺩﻯ ﺒﻬﺎ ﺍﻝﻨﻘﺹ ﻓﻲ ﺍﻝﻜﻔﺎﺀﺓ
ﻭﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﻝﻌﻴﻨﺔ ﻤﻥ ﺍﻝﻌﻤﺎل ﺒﺎﻝﻤﺅﺴﺴﺔ .
-ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ،ﻫﺫﻩ ﺍﻝﻤﺅﺴﺴﺔ ﺫﺍﺕ ﺍﻝﻭﺯﻥ ﺍﻝﻜﺒﻴﺭ ﺒﺎﻝﻤﺠﺘﻤﻊ ﺍﻝﺠﺯﺍﺌﺭﻱ ﻤﺼﺩﺭ ﺘﻠﺒﻴﺔ ﺤﺎﺠﺎﺕ
ﺍﻝﻤﺴﺘﻬﻠﻙ ﻤﻥ ﺍﻝﻤﺎﺩﺓ ﺍﻷﺴﺎﺴﻴﺔ ﺍﻝﺤﻠﻴﺏ ﻻ ﺘﺘﻭﻓﺭ ﺴﻭﻯ ﻋﻠﻰ 242ﻋﺎﻤل ،ﺃﻏﻠﺒﻴﺘﻬﻡ ﻤﻥ
ﺍﻹﻁﺎﺭﺍﺕ.
-ﺴﻴﺎﺴﺔ ﺍﻝﺘﻭﻅﻴﻑ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺸﺒﻪ ﺠﺎﻤﺩﺓ ﺇﻥ ﻝﻡ ﻨﻘل ﻤﻨﻌﺩﻤﺔ ﺭﻏﻡ ﺘﻭﻓﺭ ﻤﻨﺎﺼﺏ ﺸﺎﻏﺭﺓ
ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﻓﻭﻅﻴﻔﺔ ﺍﻝﺘﻭﻅﻴﻑ ﻻ ﺘﺤﻅﻰ ﺒﺎﻻﻫﺘﻤﺎﻡ ﺍﻝﻜﺒﻴﺭ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ.
-ﺃﻋﻤﺎﺭ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﻤﻨﺤﺼﺭﺓ ﻭﺒﺸﻜل ﻜﺒﻴﺭ ﻤﺎ ﺒﻴﻥ )50-36ﺴﻨﺔ( ،ﻭﻨﺴﺒﺔ ﻓﺌﺔ ﺍﻝﺸﺒﺎﺏ
ﻤﻨﺨﻔﻀﺔ.
-ﺘﺘﻭﻓﺭ ﺍﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ ﻋﻤﺎل ﺫﻭﻱ ﺨﺒﺭﺓ ﻝﻌﺩﺓ ﺴﻨﻭﺍﺕ ،ﻭﻨﺘﺴﺎﺀل ﻫل ﺘﺭﻜﺕ ﺘﻠﻙ ﺍﻝﺨﺒﺭﺓ ﺃﺜﺭ
ﺇﻴﺠﺎﺒﻲ ﻋﻠﻰ ﻨﺸﺎﻁ ﺍﻝﻤﺅﺴﺴﺔ ﺃﻡ ﻻ؟
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﻤﺘﺩﻨﻲ ﺇﻝﻰ ﺤﺩ ﻤﺎ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺘﻁﻠﺏ ﺍﻝﺘﻜﻭﻴﻥ ﺍﻝﻤﺴﺘﻤﺭ ﻝﻠﻌﻤﺎل.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺃﻨﻭﺍﻉ ﺍﻝﺤﻭﺍﻓﺯ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺤﺴﺏ ﺍﻝﺴﺎﺒﻕ ﻨﻤﻴﺯ ﺜﻼﺜﺔ ﺃﻨﻭﺍﻉ ﺭﺌﻴﺴﻴﺔ ﻤﻥ ﺍﻝﺤﻭﺍﻓﺯ ﻫﻲ :ﺍﻝﻤﺎﺩﻴﺔ ،ﺍﻝﻤﻌﻨﻭﻴﺔ ﻭﺍﻝﻨﻅﺎﻡ ﺍﻝﺘﺄﺩﻴﺒﻲ.
-1ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ :ﺘﻤﺜل ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﺃﻫﻤﻴﺔ ﺒﺎﻝﻐﺔ ﻀﻤﻥ ﻤﺠﻤﻭﻋﺔ ﺍﻝﺤﻭﺍﻓﺯ ﻤﻬﻤﺎ ﺍﺨﺘﻠﻑ
ﻨﻭﻋﻬﺎ ﻭﻴﺄﺘﻲ ﻓﻲ ﻤﻘﺩﻤﺘﻬﺎ ﺍﻷﺠﺭ ﺍﻝﺫﻱ ﻴﻨﺘﻅﺭﻩ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺒﻔﺎﺭﻍ ﺍﻝﺼﺒﺭ.
-1-1ﺃﺠﻭﺭ ﺍﻝﻌﻤﺎل ﺒﺎﻝﻤﺅﺴﺴﺔ :ﺘﻠﻌﺏ ﺍﻷﺠﻭﺭ ﺩﻭﺭﺍ ﻫﺎﻤﺎ ﻓﻲ ﺍﻝﺤﻔﺎﻅ ﻭ ﺇﺒﻘﺎﺀ ﺍﻝﻜﻔﺎﺀﺍﺕ ﺒﺄﻱ
ﻤﺅﺴﺴﺔ ،ﻓﻬﻲ ﺃﺩﺍﺓ ﺠﺫﺏ ﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﻤﻨﺎﺴﺒﺔ ﻭ ﺍﻝﺘﻲ ﻴﻤﻜﻥ ﺃﻥ ﺘﺴﺘﺨﺩﻤﻬﺎ ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻭﺘﻌﺘﻤﺩ
ﻋﻠﻴﻬﺎ ﻓﻲ ﺇﺭﻀﺎﺀ ﻋﻤﺎﻝﻬﺎ ،ﻭﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺇﺤﺩﻯ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺘﻲ ﺘﻭﺍﺠﻪ ﻤﻨﺎﻓﺴﺔ ﺸﺩﻴﺩﺓ ﻤﻥ ﻁﺭﻑ
ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻝﺨﺎﺼﺔ ،ﻫﺫﺍ ﻤﺎ ﻴﺴﺘﺩﻋﻲ ﻤﻨﻬﺎ ﺘﻭﺴﻴﻊ ﺩﺍﺌﺭﺓ ﺍﻝﺘﺤﻔﻴﺯ ﺒﺎﻷﺠﺭ ﻝﻠﺤﻔﺎﻅ ﻋﻠﻰ ﻋﻤﺎﻝﻬﺎ ﻭﻀﻤﺎﻥ
ﻭﻻﺌﻬﻡ ﻝﻬﺎ ،ﻭﺤﺴﺏ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ ﺍﻝﺘﻲ ﺃﺠﺭﻴﻨﺎﻫﺎ ﻤﻊ ﺒﻌﺽ ﺭﺅﺴﺎﺀ ﺍﻝﻤﺼﺎﻝﺢ ﻭﺠﺩﻨﺎﻫﻡ ﻴﺭﻜﺯﻭﻥ
ﻋﻠﻰ ﺃﻫﻤﻴﺔ ﺍﻷﺠﺭ ﺍﻝﺫﻱ ﻴﺘﻘﺎﻀﻭﻨﻪ ،ﻜﻭﻨﻪ ﺍﻝﻭﺴﻴﻠﺔ ﺍﻷﻭﻝﻰ ﻝﻤﺴﺎﻴﺭﺓ ﻤﺘﻁﻠﺒﺎﺕ ﺍﻝﻤﻌﻴﺸﺔ ﻭﺒﺎﻝﺭﻏﻡ ﻤﻥ ﺫﻝﻙ
ﻨﺠﺩ ﻤﻥ ﺒﻴﻥ ﺍﻝﻌﻤﺎل ﻤﻥ ﻴﺘﻁﻠﻊ ﺇﻝﻰ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺕ ﺍﻝﺘﻘﺩﻴﺭ ﻭﺍﻻﺤﺘﺭﺍﻡ ﻤﻥ ﺨﻼل ﺃﺴﺎﻝﻴﺏ ﺍﻹﺸﺭﺍﻑ
ﻭﺍﻻﺘﺼﺎل ﻭﻜﺫﺍ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺍﻝﺘﻲ ﺘﻌﺩ ﺍﻝﻤﺸﺠﻊ ﻋﻠﻰ ﺍﻝﺒﺩل ﻭﺍﻝﻌﻁﺎﺀ.
-1-1-1ﺍﻝﺴﻠﻡ ﺍﻝﻭﻅﻴﻔﻲ :ﻴﺤﺩﺩ ﻝﻨﺎ ﺍﻝﺴﻠﻡ ﺍﻝﻭﻅﻴﻔﻲ ﺃﺭﺒﻊ ﻤﺴﺘﻭﻴﺎﺕ ﻤﻭﺯﻋﺔ ﺤﺴﺏ ﺍﻷﺼﻨﺎﻑ
ﻜﻤﺎﻴﻠﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -14-ﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﺍﻷﺭﺒﻌﺔ ﻝﺘﺼﻨﻴﻑ ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﻭﺍﻝﻤﺘﻤﺜﻠﺔ ﻓﻲ:
-ﺃﻋﻭﺍﻥ ﺍﻝﺘﻨﻔﻴﺫ ﺒﺜﻼﺜﺔ ﺭﺘﺏ.
-ﺃﻋﻭﺍﻥ ﺍﻝﺘﺤﻜﻡ ﺒﺭﺘﺒﺘﻴﻥ.
-ﻭﺇﻁﺎﺭﺍﺕ ﺒﺜﻼﺜﺔ ﺭﺘﺏ.
-ﺇﻁﺎﺭﺍﺕ ﺴﺎﻤﻴﺔ ﺒﺭﺘﺒﺘﻴﻥ.
ﻭﻜل ﺭﺘﺒﺔ ﺘﻘﺎﺒﻠﻬﺎ ﺨﺎﺼﻴﺔ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ،ﺒﺩﺀ ﻤﻥ ﺍﻝﻌﺎﻤل ﺍﻝﺒﺴﻴﻁ ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﺇﻝﻰ ﺍﻹﻁﺎﺭ
ﺴﺎﻤﻲ ﺍﻝﻤﺴﺘﻭﻯ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ،ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﺫﻝﻙ ﺍﻝﺘﻘﺴﻴﻡ ﻨﻭﻀﺢ ﺍﻷﺠﻭﺭ ﺍﻝﻘﺎﻋﺩﻴﺔ ﻝﻤﺨﺘﻠﻑ ﻋﻤﺎل
ﺍﻝﻤﺅﺴﺴﺔ.
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -15-ﺃﻥ ﺃﺩﻨﻰ ﺃﺠﺭ ﻗﺎﻋﺩﻱ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻴﻘﺩﺭ ﺒـ10.000ﺩﺝ،
ﻭﺃﻋﻼﻩ ﻴﻘﺩﺭ ﺒـ14.300ﺩﺝ ،ﻭﺫﻝﻙ ﺤﺴﺏ ﺍﻝﺼﻨﻑ ﻭﺍﻝﻤﺴﺘﻭﻯ ،ﻭﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺩﺭﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻴﺒﻠﻎ
ﺍﻷﺠﺭ ﺍﻝﻘﺎﻋﺩﻱ ﺍﻷﺩﻨﻰ ﻗﻴﻤﺔ 14.500ﺩﺝ ،ﻭﺃﻋﻼﻩ ﻴﻘﺩﺭ ﺒـ16.400ﺩﺝ ،ﺃﻤﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
ﻓﻴﺒﻠﻎ ﺍﻷﺠﺭ ﺍﻝﻘﺎﻋﺩﻱ ﺍﻷﺩﻨﻰ ﺒـ16.500ﺩﺝ ،ﻭﺃﻋﻠﻰ ﻗﻴﻤﺔ ﺘﻘﺩﺭ ﺒـ29.000ﺩﺠﻥ ﻭﻫﺫﻩ ﺍﻷﺠﻭﺭ
ﺍﻝﻘﺎﻋﺩﻴﺔ ﻴﺘﻡ ﻋﻠﻰ ﺃﺴﺎﺴﻬﺎ ﺤﺴﺎﺏ ﻤﺨﺘﻠﻑ ﺍﻝﺘﻌﻭﻴﻀﺎﺕ ﻭﺍﻝﻌﻼﻭﺍﺕ ﺍﻝﻤﻜﻭﻨﺔ ﻝﻸﺠﺭ ﺍﻹﺠﻤﺎﻝﻲ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻤﻥ ﺍﻝﺠﺩﻭل ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﺍﻷﺠﺭ ﺍﻝﻘﺎﻋﺩﻱ ﻫﻭ ﺍﻷﺴﺎﺱ ﻓﻲ ﺤﺴﺎﺏ ﻤﺨﺘﻠﻑ ﺍﻝﺘﻌﻭﻴﻀﺎﺕ
ﻭﺍﻝﻌﻼﻭﺍﺕ ﺍﻝﺘﻲ ﻴﺘﺤﺼل ﻋﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ
-2-1ﺍﻝﺘﺭﻗﻴﺔ:
ﺍﻝﺘﺭﻗﻴﺔ ﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻭﺴﻴﻠﺔ ﻝﻤﺠﺎﺯﺍﺓ ﺍﻝﻌﺎﻤل ﻨﺘﻴﺠﺔ ﺃﻗﺩﻤﻴﺘﻪ ﻭ ﻜﺫﺍ ﻨﺘﻴﺠﺔ ﺠﻬﺩﻩ ﺍﻝﻤﺒﺫﻭل ﻭ ﻤﺒﺎﺩﺭﺘﻪ
ﻓﻲ ﺘﺤﺴﻴﻥ ﻭﺍﺘﻔﺎﻥ ﺍﻝﻌﻤل ،ﻭﺍﻝﺘﺭﻗﻴﺔ ﺒﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺘﺨﻀﻊ ﻝﻤﻌﺎﻴﻴﺭ ﻭ ﺸﺭﻭﻁ ﺘﺒﻌﺎ ﻝﻠﺘﻐﻴﺭﺍﺕ ﻓﻲ
ﺍﻝﻤﻨﺎﺼﺏ ﻭ ﺃﻴﻀﺎ ﻓﻲ ﺍﻝﻤﺴﺎﺭ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﺎﻤل .
-1-2-1ﺃﺸﻜﺎل ﺍﻝﺘﺭﻗﻴﺔ :ﻭ ﻨﻤﻴﺯ ﺃﺭﺒﻌﺔ ﺃﺸﻜﺎل ﻝﻠﺘﺭﻗﻴﺔ ﻨﺩﺭﺠﻬﺎ ﻓﻴﻤﺎ ﻴﻠﻲ:
-ﺍﻝﺘﺭﻗﻴﺔ ﺒﻌﺩ ﺇﺠﺭﺍﺀ ﺍﻤﺘﺤﺎﻥ.
-ﺍﻝﺘﺭﻗﻴﺔ ﺒﻌﺩ ﺭﻓﻊ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﺩﻭﻥ ﻤﺴﺎﻋﺩﺓ ﺍﻝﻤﺅﺴﺴﺔ ) ﺃﻫﻤﻴﺔ ﺍﻝﺘﻜﻭﻴﻥ ﺍﻝﻔﺭﺩﻱ(.
-ﺍﻝﺘﺭﻗﻴﺔ ﺒﻌﺩ ﺘﻜﻭﻴﻥ ﺍﻝﻌﺎﻤل ﺒﻤﺒﺎﺩﺭﺓ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ.
-ﺍﻝﺘﺭﻗﻴﺔ ﺍﻝﻤﺸﺭﻭﻁﺔ.
ﺍﻻﺨﺘﺒﺎﺭ ﻭﻴﺨﻀﻊ ﻝﻪ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﻌﻤﺎل ﻋﻨﺩ ﺍﺴﺘﻴﻔﺎﺌﻬﻡ ﺍﻝﺸﺭﻭﻁ ﺍﻝﻤﻁﻠﻭﺒﺔ ﻝﺸﻐل ﺍﻝﻤﻨﺼﺏ
ﺍﻷﻋﻠﻰ ﻓﻲ ﺁﻥ ﻭﺍﺤﺩ ﻭ ﺫﻝﻙ ﻗﺼﺩ ﺘﻭﺨﻲ ﻤﺒﺩﺃ ﺍﻝﻌﺩﺍﻝﺔ ﺒﻴﻨﻬﻡ .
ﺍﻝﻤﺴﺎﺒﻘﺎﺕ :ﺘﺠﺭﻯ ﻤﺴﺎﺒﻘﺎﺕ ﺍﻝﺘﺭﻗﻴﺔ ﻝﻠﻌﺎﻤﻠﻴﻥ ﺍﻝﺩﺍﺌﻤﻴﻥ ،ﻭﻴﻤﻜﻥ ﺃﻥ ﻴﻜﻭﻥ ﺍﻝﻤﺘﺭﺸﺢ ﻤﻥ ﺨﺎﺭﺝ
ﺍﻝﻭﺤﺩﺓ ) ﺘﺭﻗﻴﺔ ﺨﺎﺭﺠﻴﺔ(.
ﺇﺫﺍ ﻗﺎﻡ ﺍﻝﻌﺎﻤل ﺒﺈﺠﺭﺍﺀ ﺘﻜﻭﻴﻥ ﺨﺎﺭﺝ ﺍﻝﻤﺅﺴﺴﺔ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺇﻤﻜﺎﻨﻴﺎﺘﻪ ﺍﻝﺨﺎﺼﺔ ﻭ ﺘﺤﺼل
ﺒﻌﺩﻫﺎ ﻋﻠﻰ ﺸﻬﺎﺩﺓ ﻤﻌﺘﺭﻑ ﺒﻬﺎ ﻓﻠﻪ ﺍﻝﺤﻕ ﻓﻲ ﺸﻐل ﻤﻨﺼﺏ ﺃﻋﻠﻰ ﻴﺘﻼﺀﻡ ﻭ ﻤﺅﻫﻼﺘﻪ ﺍﻝﻌﻠﻤﻴﺔ ﺍﻝﺠﺩﻴﺩﺓ
ﻭﻤﻥ ﺨﻼل ﺘﻭﺍﺠﺩﻨﺎ ﺒﺎﻝﻤﻠﺒﻨﺔ ﻭ ﻤﻘﺎﺒﻼﺘﻨﺎ ﺍﻝﺸﺨﺼﻴﺔ ﻤﻊ ﺃﺤﺩ ﺭﺅﺴﺎﺀ ﺍﻝﺩﻭﺍﺌﺭ ،ﻭ ﺠﺩﻨﺎ ﻫﺫﺍ ﺍﻝﻨﻭﻉ ﻤﻥ
ﺍﻝﺘﺭﻗﻴﺔ ﻭ ﻝﺤﺩ ﺍﻝﺴﺎﻋﺔ ﻻﺯﺍل ﺍﻝﻌﺎﻤل ﻴﻨﻤﻲ ﻓﻲ ﻤﻌﺎﺭﻓﻪ ﻭ ﻤﻔﺎﻫﻴﻤﻪ ﻜﻤﺒﺎﺩﺭﺓ ﻓﺭﺩﻴﺔ ﺭﻏﺒﺔ ﻤﻨﻪ ﻝﻠﺘﺭﻗﻴﺔ
ﺃﻜﺜﺭ ﻭﺍﺤﺘﻼل ﺍﻝﻤﻜﺎﻥ ﺃﻭ ﺍﻝﻤﻨﺼﺏ ﺍﻝﻤﺘﻭﺍﻓﻕ ﻤﻊ ﻜﻔﺎﺀﺍﺘﻪ.
-3-1-2-1ﺍﻝﺘﺭﻗﻴﺔ ﺒﻌﺩ ﺘﻜﻭﻴﻥ ﺍﻝﻌﺎﻤل ﺒﻤﺒﺎﺩﺭﺓ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ :ﺘﺘﻡ ﻫﺫﻩ ﺍﻝﺘﺭﻗﻴﺔ ﻋﻨﺩ ﺘﻭﻓﻴﺭ
ﺍﻝﻤﺅﺴﺴﺔ ﻓﺭﺼﺔ ﺘﻜﻭﻴﻥ ﻋﻤﺎﻝﻬﺎ ﻓﻲ ﻤﺠﺎل ﺘﺨﺼﺼﻬﻡ ،ﺘﺤﻀﻴﺭﺍ ﻝﻬﻡ ﻝﺸﻐل ﻤﻨﺎﺼﺏ ﺃﻋﻠﻰ ﻓﻲ
ﺍﻝﻤﺴﺘﻘﺒل ،ﻭ ﻓﺭﺼﺔ ﺍﻝﺘﻜﻭﻴﻥ ﺍﻝﻤﻤﻨﻭﺤﺔ ﻝﻠﻌﻤﺎل ﻝﻴﺴﺕ ﺒﺎﻝﺩﺭﺠﺔ ﺍﻷﻭﻝﻰ ﻝﺘﺭﻗﻴﺘﻬﻡ ﻭ ﺇﻨﻤﺎ ﻝﺼﻘل ﻤﻭﺍﻫﺒﻬﻡ
ﻭ ﺯﻴﺎﺩﺓ ﻤﻬﺎﺭﺍﺘﻬﻡ ﻝﻠﻘﻴﺎﻡ ﺒﻭﺍﺠﺒﺎﺘﻬﻡ ﺨﺎﺼﺔ ﺃﻤﺎﻡ ﺍﻝﻤﺴﺘﺠﺩﺍﺕ ﺍﻝﻤﺘﺘﺎﻝﻴﺔ ﻓﻲ ﻤﺨﺘﻠﻑ ﺍﻝﻤﺠﺎﻻﺕ ﻭ ﻨﺫﻜﺭ
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-4-1-2-1ﺍﻝﺘﺭﻗﻴﺔ ﺍﻝﻤﺸﺭﻭﻁﺔ :ﻴﻁﻠﻕ ﺍﺴﻡ " ﺍﻝﺘﺭﻗﻴﺔ ﺍﻝﻤﺸﺭﻭﻁﺔ " ﻋﻨﺩ ﺸﻐل ﻋﺎﻤل ﻤﻨﺼﺏ
ﺃﻋﻠﻰ ﻤﻥ ﻤﻨﺼﺒﻪ ﺍﻝﺤﺎﻝﻲ ﻤﺅﻗﺘﺎ ﻋﻠﻤﺎ ﺍﻨﻪ ﻻ ﻴﺴﺘﻭﻓﻲ ﺍﻝﺸﺭﻭﻁ ﺍﻝﻤﻁﻠﻭﺒﺔ ﻭ ﺫﻝﻙ ﻤﻥ ﺨﻼل ﻓﺘﺭﺓ ﻻ ﺘﺯﻴﺩ
ﻋﻥ ﺴﻨﺔ ﻭ ﻴﺸﺘﺭﻁ ﻤﻥ ﺨﻼل ﻫﺫﻩ ﺍﻝﻔﺘﺭﺓ ﺃﻥ ﻴﻨﻤﻲ ﻤﻌﺎﺭﻓﻪ ﻭ ﻤﻬﺎﺭﺍﺘﻪ ،ﺒﻌﺩ ﺫﻝﻙ ﻴﺠﺭﻯ ﻝﻪ ﺍﺨﺘﺒﺎﺭ
ﻝﻤﻌﺭﻓﺔ ﻤﺩﻯ ﻗﺩﺭﺘﻪ ﻋﻠﻰ ﺘﺄﺩﻴﺔ ﻜل ﺍﻝﻤﻬﺎﻡ ﺍﻝﻤﻭﻜﻠﺔ ﺇﻝﻴﻪ ﻓﻲ ﺇﻁﺎﺭ ﻤﻨﺼﺒﻪ ﺍﻝﺠﺩﻴﺩ ﻓﺈﺫﺍ ﻨﺠﺢ ﻓﻲ
ﺍﻻﺨﺘﺒﺎﺭ ﻜﺎﻥ ﺠﺩﻴﺭ ﺒﻪ ﺃﻥ ﻴﺤﺘل ﺫﻝﻙ ﺍﻝﻤﻨﺼﺏ ،ﻭ ﻓﻲ ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﻌﺎﻜﺴﺔ ﻴﻭﺠﻪ ﺇﻝﻰ ﺍﻝﻤﻨﺼﺏ ﺍﻝﻤﻼﺌﻡ
ﻝﻘﺩﺭﺍﺘﻪ.
ﻭﺤﺴﺏ ﻨﺹ ﺍﻻﺘﻔﺎﻗﻴﺔ ﺍﻝﺠﻤﺎﻋﻴﺔ ﺃﻥ ﺍﻝﺘﺭﻗﻴﺔ ﻻ ﺘﺘﻡ ﺇﻻ ﺇﺫﺍ ﺘﻭﻓﺭﺕ ﺍﻝﺸﺭﻭﻁ ﺍﻝﻤﻁﻠﻭﺒﺔ ﻓﻲ ﺍﻝﻔﺭﺩ
ﺍﻝﻤﺭﻗﻰ ﻭ ﻝﻜﻥ ﺍﻝﻭﺍﻗﻊ ﺒﻌﻜﺱ ﺫﻝﻙ ،ﻭ ﺤﺴﺏ ﺘﺼﺭﻴﺤﺎﺕ ﺒﻌﺽ ﺍﻝﻤﺴﺅﻭﻝﻴﻥ ﺨﺎﺼﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ
ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ ﻭ ﺍﻝﺘﻜﻭﻴﻥ ﺃﻥ ﺍﻝﻨﺼﻭﺹ ﻻ ﺘﺤﺘﺭﻡ ﻓﻲ ﻜل ﺍﻝﺤﺎﻻﺕ ﻤﻌﻨﻰ ﺫﻝﻙ ﺃﻥ ﺍﻝﺘﺭﻗﻴﺔ ﻗﺩ ﺘﺘﻡ
ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻝﻤﺼﻠﺤﺔ.
ﻭﻨﺫﻜﺭ ﺃﻨﻪ ﺘﻤﺕ ﺘﺭﻗﻴﺔ ﻤﺴﺎﻋﺩ ﺍﻝﺭﺌﻴﺱ ﺍﻝﻤﺩﻴﺭ ﺍﻝﻌﺎﻡ ﺍﻝﻤﻜﻠﻑ ﺒﺎﻝﺸﺅﻭﻥ ﺍﻝﻘﺎﻨﻭﻨﻴﺔ ﺇﻝﻰ ﻤﺩﻴﺭ ﻋﺎﻡ
ﺩﻭﻥ ﺘﻁﺒﻴﻕ ﺃﻱ ﻨﻭﻉ ﻤﻥ ﺍﻝﺘﺭﺘﻴﺒﺎﺕ ﺍﻝﻤﺫﻜﻭﺭﺓ ﺴﺎﺒﻘﺎ ﻭﺍﻷﻜﺜﺭ ﻤﻥ ﺫﻝﻙ ﺃﻥ ﻤﻨﺼﺏ ﺍﻝﺸﺅﻭﻥ ﺍﻝﻘﺎﻨﻭﻨﻴﺔ
ﺸﺎﻏﺭ ﺭﻏﻡ ﺘﻭﻓﺭ ﻤﻥ ﻫﻡ ﻤﺅﻫﻠﻭﻥ ﻻﺤﺘﻼل ﺫﻝﻙ ﺍﻝﻤﻜﺎﻥ ﻭﺒﺠﺩﺍﺭﺘﻪ
-2-2-1ﺍﻝﺘﺭﻗﻴﺔ ﻭﺍﻷﺠﺭ :ﺒﻌﺩ ﻋﻤﻠﻴﺔ ﺍﻝﺘﺭﻗﻴﺔ ﻴﺘﻐﻴﺭ ﻭﻀﻊ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺍﻝﻤﺭﻗﻰ ﻓﻲ ﺍﻝﺴﻠﻡ
ﺍﻝﻭﻅﻴﻔﻲ ﻓﻴﺘﺤﺼل ﻋﻠﻰ ﺍﻷﺠﺭ ﺍﻝﻘﺎﻋﺩﻱ ﻝﻠﻤﻨﺼﺏ ﺍﻝﺠﺩﻴﺩ ﻤﻊ ﺍﻻﺴﺘﻔﺎﺩﺓ ﻤﻥ ﺍﻝﻤﺯﺍﻴﺎ ﺍﻝﺘﺎﺒﻌﺔ ﻝﺫﻝﻙ
ﺍﻝﻤﻨﺼﺏ ﻭﻨﺴﺘﺜﻨﻲ ﻓﻲ ﺫﻝﻙ ﺍﻝﺘﺭﻗﻴﺔ ﺍﻝﻤﺸﺭﻭﻁﺔ ﺤﻴﺙ ﻴﺴﺘﻔﻴﺩ ﺍﻝﻔﺭﺩ ﺍﻝﻤﺭﻗﻰ ﻤﻥ ﺍﻷﺠﺭ ﺍﻝﻘﺎﻋﺩﻱ ﻝﻠﻤﻨﺼﺏ
ﺍﻝﺠﺩﻴﺩ ﻝﻜﻥ ﺍﻝﻌﻼﻭﺍﺕ ﻭﻤﺨﺘﻠﻑ ﺍﻝﺘﻌﻭﻴﻀﺎﺕ ﻓﺘﺤﺴﺏ ﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻷﺠﺭ ﺍﻝﻘﺎﻋﺩﻱ ﻝﻠﻤﻨﺼﺏ ﺍﻝﻘﺩﻴﻡ ﺇﻝﻰ
ﻏﺎﻴﺔ ﺘﺜﺒﻴﺘﻪ ﻓﻲ ﺍﻝﻤﻨﺼﺏ ﺍﻝﺠﺩﻴﺩ.
-3-1ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ:
ﺘﻁﺒﻕ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ ﻋﻨﺩﻤﺎ ﺘﻜﻭﻥ ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﺎﻝﻴﺔ ﻝﻬﺎ ﺠﻴﺩﺓ ،ﻭﻴﺅﻜﺩ ﻝﻨﺎ ﺒﻌﺽ
ﺍﻝﻌﻤﺎل ﺃﻨﻬﻡ ﺘﺤﺼﻠﻭﺍ ﻋﻠﻰ ﻨﺴﺒﺔ ﻤﻥ ﺍﻷﺭﺒﺎﺡ ﻓﻲ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻝﻤﺎﻀﻴﺔ ﻭﺒﺎﻝﻀﺒﻁ ﻓﻲ ﺴﻨﺔ ،2005ﻓﻌﻠﻰ
ﺤﺩ ﺘﺼﺭﻴﺤﻬﻡ ﻫﻡ ﺭﺍﻀﻭﻥ ﻋﻥ ﻤﺒﺩﺃ ﺍﻝﻤﺸﺎﺭﻜﺔ ﻓﻲ ﺍﻷﺭﺒﺎﺡ ﺍﻝﻤﻁﺒﻕ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ.
-2ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﻨﻭﻴﺔ:
ﺇﻝﻰ ﺠﺎﻨﺏ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﺘﻲ ﻗﺩ ﺘﻜﻭﻥ ﺇﻴﺠﺎﺒﻴﺔ ﻜﻤﺎ ﻗﺩ ﺘﻜﻭﻥ ﺴﻠﺒﻴﺔ ﻨﺠﺩ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﻬﺎ
ﺩﻭﺭ ﺃﺴﺎﺴﻲ ﻓﻲ ﺘﺤﻔﻴﺯ ﺍﻝﻌﻤﺎل ﻭ ﻨﻤﻴﺯ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺍﻝﺘﺎﻝﻴﺔ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-1-2ﺍﻝﻀﻤﺎﻥ ﺍﻝﻭﻅﻴﻔﻲ :ﺃﻱ ﻋﺎﻤل ﻭ ﺒﺄﻱ ﻤﺅﺴﺴﺔ ﻴﺭﻏﺏ ﻓﻲ ﻀﻤﺎﻥ ﻤﻨﺼﺏ ﻋﻤﻠﻪ ﺃﻱ
ﻀﻤﺎﻥ ﻤﺴﺘﻘﺒﻠﻪ -ﺇﻝﻰ ﺤﺩ ﻤﺎ -ﻷﻥ ﺫﻝﻙ ﻴﺠﻌﻠﻪ ﺃﻜﺜﺭ ﺍﺴﺘﻘﺭﺍﺭﺍ ﻭ ﺍﻁﻤﺌﻨﺎﻨﺎ ﻋﻠﻰ ﻀﻤﺎﻥ ﺩﺨﻠﻪ ،ﻫﺫﺍ ﻴﺅﺩﻱ
ﺒﻪ ﺇﻝﻰ ﺒﺫل ﺠﻬﺩ ﺃﻜﺒﺭ ﻭ ﺍﻝﻌﻤل ﻋﻠﻰ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻑ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻴﻌﻤل ﺒﻬﺎ ،ﻷﻥ ﺍﺴﺘﻘﺭﺍﺭﻫﺎ ﻴﻌﻨﻲ
ﺘﺄﻤﻴﻥ ﻤﻌﻴﺸﺘﻪ ﻭﻤﻌﻴﺸﺔ ﺃﻓﺭﺍﺩ ﺃﺴﺭﺘﻪ ﻜﺫﻝﻙ.
-2-2ﺍﻻﺘﺼﺎل :ﺍﻻﺘﺼﺎل ﻝﻐﺔ ﺍﻝﺘﺤﺎﻭﺭ ،ﻤﻥ ﻫﺫﺍ ﺍﻝﻤﻨﻁﻠﻕ ﻨﺫﻜﺭ ﺃﻥ ﺍﻻﺘﺼﺎل ﺒﻤﺜﺎﺒﺔ ﺍﻝﻌﻤﻭﺩ
ﺍﻝﻔﻘﺭﻱ ﻓﻲ ﺃﻱ ﺘﻨﻅﻴﻡ ﻓﻬﻭ ﺍﻷﺴﺎﺱ ﻓﻲ ﺴﻴﺭ ﺍﻝﻌﻤﻠﻴﺎﺕ ﻭﺍﻨﺘﻘﺎل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ،...ﻭﻨﻤﻴﺯ ﻓﻲ ﺍﻝﻤﻠﺒﻨﺔ ﻨﻭﻋﻴﻥ
ﻤﻥ ﺍﻻﺘﺼﺎل :ﺍﻝﺭﺴﻤﻲ ﻭ ﻏﻴﺭ ﺍﻝﺭﺴﻤﻲ.
-1-2-2ﺍﻻﺘﺼﺎل ﺍﻝﺭﺴﻤﻲ :ﻫﻭ ﺫﻝﻙ ﺍﻻﺘﺼﺎل ﺍﻝﻘﺎﺌﻡ ﻋﻠﻰ ﺃﺴﺱ ﻭﺸﺭﻭﻁ ،ﺇﺫ ﻴﻌﻜﺱ ﺍﻝﻬﻴﻜل
ﺍﻝﺘﻨﻅﻴﻤﻲ ﻝﻠﻤﺅﺴﺴﺔ ،ﻓﻨﺠﺩ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺃﻭ ﺍﻝﺘﻌﻠﻴﻤﺎﺕ ﻭ ﺍﻷﻭﺍﻤﺭ ﺘﺄﺨﺫ ﻤﺴﺎﺭﺍ ﻤﻌﻴﻨﺎ ﺼﺎﺩﺭﺍ ﻤﻥ ﺍﻝﺭﺅﺴﺎﺀ
ﺇﻝﻰ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﻭ ﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺤﺴﺏ ﻨﻭﻉ ﻭ ﻤﺼﺩﺭ ﺍﻝﺘﻌﻠﻴﻤﺎﺕ ،ﻨﻭﺠﺯﻫﺎ ﻓﻴﻤﺎ ﻴﻠﻲ:
-1-1-2-2ﺍﻻﺘﺼﺎل ﻤﻥ ﺃﻋﻠﻰ ﺇﻝﻰ ﺃﺴﻔل :ﻭﻫﻭ ﻋﻠﻰ ﺸﻜل ﺃﻭﺍﻤﺭ ﻭ ﺘﻌﻠﻴﻤﺎﺕ ﻜﺘﺎﺒﻴﺔ ﺃﻭ ﺸﻔﻬﻴﺔ
ﻴﺭﺴﻠﻬﺎ ﺍﻝﺭﺅﺴﺎﺀ ﺇﻝﻰ ﻤﺭﺅﻭﺴﻴﻬﻡ ،ﺃﻤﺎ ﺍﻝﺘﻌﻠﻴﻤﺎﺕ ﺍﻝﻜﺘﺎﺒﻴﺔ ﻓﻬﻲ ﺒﺎﻝﻠﻐﺘﻴﻥ ﺍﻝﻌﺭﺒﻴﺔ ﻭ ﺍﻝﻔﺭﻨﺴﻴﺔ ﻭ ﺍﻏﻠﺒﻬﺎ
ﺒﺎﻝﻔﺭﻨﺴﻴﺔ ﻭ ﻻ ﻴﺴﺘﻁﻴﻊ ﻓﻬﻤﻬﺎ ﻤﻥ ﻝﺩﻴﻪ ﻤﺴﺘﻭﻯ ﻤﺤﺩﺩ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺘﻁﻠﺏ ﺍﻝﺘﻜﻭﻴﻥ ،ﻝﺭﻓﻊ ﺍﻝﻤﺴﺘﻭﻯ
ﻓﻲ ﺍﻝﻠﻐﺎﺕ ﺴﻭﺍﺀ ﻜﻤﺒﺎﺩﺭﺓ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ ﺃﻭ ﻤﺒﺎﺩﺭﺓ ﺸﺨﺼﻴﺔ ﻤﻥ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل.
-2-1-2-2ﺍﻻﺘﺼﺎل ﻤﻥ ﺃﺴﻔل ﺇﻝﻰ ﺃﻋﻠﻰ :ﻴﺘﻤﺜل ﺃﺴﺎﺴﺎ ﻓﻲ ﺇﺭﺴﺎل ﺘﻘﺎﺭﻴﺭ ﺘﻀﻡ ﻜﺎﻓﺔ
ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﻁﺭﻴﻘﺔ ﺘﻨﻔﻴﺫ ﺍﻝﻌﻤل ﻭ ﺍﻝﻌﺭﺍﻗﻴل ﺍﻝﺘﻲ ﻭﺍﺠﻬﺕ ﻋﻤﻠﻴﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻤﻥ ﺭﺅﺴﺎﺀ ﺍﻷﻗﺴﺎﻡ ﻭ
ﺍﻝﻤﺼﺎﻝﺢ ﺇﻝﻰ ﺭﺅﺴﺎﺀ ﺍﻝﺩﻭﺍﺌﺭ ﺍﻝﺫﻴﻥ ﻴﺘﺎﺒﻌﻭﻥ ﺃﺩﺍﺀ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺘﺤﺕ ﺇﺸﺭﺍﻓﻬﻡ .
-3-1-2-2ﺍﻻﺘﺼﺎل ﺍﻷﻓﻘﻲ :ﺍﻻﺘﺼﺎل ﺍﻷﻓﻘﻲ ﻗﺎﺌﻡ ﺒﻴﻥ ﻤﺨﺘﻠﻑ ﺍﻝﺩﻭﺍﺌﺭ ،ﻭﻭﺠﺩﻨﺎ ﺘﻨﺎﺴﻕ ﻜﺒﻴﺭ
ﺒﻴﻥ ﺍﻝﻤﺼﺎﻝﺢ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺩﺍﺌﺭﺓ ﺍﻹﺩﺍﺭﺓ ﻭ ﺍﻝﻭﺴﺎﺌل ﻭ ﺒﻴﻨﻬﺎ ﻭ ﺒﻴﻥ ﺩﺍﺌﺭﺓ ﺍﻝﻤﺤﺎﺴﺒﺔ ﻭ ﺍﻝﻤﺎﻝﻴﺔ ،ﻭﻝﻡ
ﻨﺘﻤﻜﻥ ﻤﻥ ﻤﺤﺎﻜﺎﺓ ﺒﺎﻗﻲ ﺍﻝﺩﻭﺍﺌﺭ.
-2-2-2ﺍﻻﺘﺼﺎل ﻏﻴﺭ ﺍﻝﺭﺴﻤﻲ :ﺍﻻﺘﺼﺎل ﻏﻴﺭ ﺍﻝﺭﺴﻤﻲ ﻤﺘﻭﻓﺭ ﻭ ﺒﺸﻜل ﻜﺒﻴﺭ ﺒﻴﻥ ﻋﻤﺎل
ﺍﻝﻤﺅﺴﺴﺔ ،ﻓﻬﻡ ﻋﻠﻰ ﺍﺘﺼﺎل ﻤﺒﺎﺸﺭ ﻴﺘﺤﺩﺜﻭﻥ ﻓﻲ ﻤﻭﺍﻀﻴﻊ ﺸﺘﻰ ﺫﺍﺕ ﺼﻠﺔ ﺒﺎﻝﻌﻤل ﻭﺃﺨﺭﻯ ﻻ ﻋﻼﻗﺔ
ﻝﻬﺎ ﺒﺎﻝﻌﻤل ،ﻭ ﻤﺎ ﻻﺤﻅﻨﺎ ﺨﺎﺼﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﻤﺼﻠﺤﺔ ﺍﻝﺘﻜﻭﻴﻥ ﻭ ﻨﻅﺭﺍ ﻝﻌﺩﻡ ﺘﻭﻓﺭ ﺍﻝﻌﻤل ﺒﺸﻜل ﻤﻨﻅﻡ
ﻭ ﻜﺜﺭﺓ ﺍﻝﻤﺘﻤﻬﻨﻴﻥ ﻨﺠﺩﻫﻡ ﻋﻠﻰ ﺍﺘﺼﺎل ﻭﺍﺴﻊ ﺍﻝﺯﻤﻥ ﻓﻴﻤﺎ ﻻ ﻴﻔﻴﺩ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭ ﺇﻥ ﻜﺎﻥ ﺍﻻﺘﺼﺎل ﻏﻴﺭ
ﺍﻝﺭﺴﻤﻲ ﻋﻠﻰ ﺩﺭﺠﺔ ﻤﻥ ﺍﻷﻫﻤﻴﺔ ﻴﺒﻘﻰ ﻝﻪ ﺤﺩﻭﺩ ﺘﺠﻌﻠﻪ ﺤﻘﺎ ﺫﺍ ﺃﻫﻤﻴﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-3-2ﺍﻹﺸﺭﺍﻑ :ﻨﻤﻴﺯ ﻓﻲ ﻫﺫﺍ ﺍﻝﺠﺎﻨﺏ ﺒﻴﻥ ﻨﻁﺎﻕ ﺍﻹﺸﺭﺍﻑ ﺍﻝﻀﻴﻕ ﻭ ﻨﻁﺎﻕ ﺍﻹﺸﺭﺍﻑ
ﺍﻝﻭﺍﺴﻊ ،ﻭ ﺍﻝﻤﺅﺴﺴﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﻤﺘﻭﻓﺭﺓ ﻋﻠﻰ ﺍﻝﻨﻭﻋﻴﻥ ﺤﺴﺏ ﺍﻝﻤﺩﻴﺭﻴﺎﺕ ﻭ ﺍﻝﺩﻭﺍﺌﺭ ،ﻓﻨﺠﺩ ﻤﺜﻼ
ﻨﻁﺎﻕ ﺍﻹﺸﺭﺍﻑ ﺍﻝﻭﺍﺴﻊ ﻓﻲ ﺍﻝﺩﻭﺍﺌﺭ ﺍﻝﺘﺎﻝﻴﺔ :ﺭﺌﻴﺱ ﺍﻝﺩﺍﺌﺭﺓ ﺍﻝﻌﺎﻤﺔ ﻴﺸﺭﻑ ﻋﻠﻰ 34ﻋﺎﻤﻼ ،ﺭﺌﻴﺱ
ﺩﺍﺌﺭﺓ ﺍﻹﺩﺍﺭﺓ ﻭ ﺍﻝﻭﺴﺎﺌل ﻴﺸﺭﻑ ﻋﻠﻰ 29ﻋﺎﻤﻼ ،ﻓﻲ ﺤﻴﻥ ﺩﺍﺌﺭﺓ ﺍﻹﻨﺘﺎﺝ ﺭﺌﻴﺴﻬﺎ ﻴﺸﺭﻑ ﻋﻠﻰ 75
ﻋﺎﻤﻼ.
ﺃﻤﺎ ﻨﻁﺎﻕ ﺍﻹﺸﺭﺍﻑ ﺍﻝﻀﻴﻕ ﻓﻨﺠﺩ ﻤﺜﻼ ﻓﻲ ﺩﺍﺌﺭﺓ ﺍﻝﻤﺎﻝﻴﺔ ﻭ ﺍﻝﻤﺤﺎﺴﺒﺔ ﺇﺫ ﻴﺸﺭﻑ ﺭﺌﻴﺴﻬﺎ ﻋﻠﻰ 9
ﻋﻤﺎل ﻭﺍﻝﻤﻬﻡ ﻫﻲ ﻋﻼﻗﺔ ﺍﻝﻤﺸﺭﻑ ﺒﻤﺭﺅﻭﺴﻴﻪ ،ﻓﻌﻠﻰ ﻤﺴﺘﻭﻯ ﺩﺍﺌﺭﺓ ﺍﻹﺩﺍﺭﺓ ﻭ ﺍﻝﻭﺴﺎﺌل ﻝﻡ ﻨﺠﺩ ﺃﻱ
ﺇﺸﻜﺎل ،ﻓﺎﻝﻌﻤل ﻴﺘﻡ ﺒﻴﻥ ﺍﻝﺠﻤﻴﻊ ﻓﻲ ﺠﻭ ﻋﺎﺩﻱ ﻭ ﺘﻔﻬﻡ ﻤﻁﻠﻕ ،ﻝﻜﻥ ﺒﺎﻗﻲ ﺍﻝﺩﻭﺍﺌﺭ ﻭﺤﺴﺏ ﻤﺎ ﺼﺭﺡ ﺒﻪ
ﻜل ﻋﺎﻤل ﻴﻌﻤل ﻭ ﻜﺄﻨﻪ ﻤﺴﻴﺭ ﺒﺫﺍﺘﻪ ،ﻭﻫﺫﺍ ﻋﺎﺌﻕ ﻜﺒﻴﺭ ﻓﻲ ﺴﻴﺭ ﺍﻝﻌﻤل ﻤﻥ ﺠﻬﺔ ﻭﻓﻲ ﺍﺴﺘﻐﻼل ﺍﻝﻭﻗﺕ
ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ،ﻓﻌﺩﻡ ﺍﻝﺘﻔﺎﻫﻡ ﻭﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﺍﻝﻤﺸﺭﻑ ﻭ ﺍﻝﻤﺭﺅﻭﺴﻴﻥ ﻴﻌﺭﻗل ﺇﺘﻤﺎﻡ ﻋﻤﻠﻴﺎﺕ ﺍﻻﺘﺼﺎل
ﻭﺍﻻﺴﺘﻴﺎﺀ ﻭﻜﺫﺍ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺩﻓﻊ ﺒﺎﻝﻤﺭﺅﻭﺴﻴﻥ ﺇﻝﻰ ﺍﻝﺘﻤﺭﺩ ﻭ ﻋﺩﻡ ﺍﻝﻤﺒﺎﻻﺓ .
-4-2ﺍﻝﺨﺩﻤﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ :ﻤﻥ ﺠﻤﻠﺔ ﺍﻝﺨﺩﻤﺎﺕ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﺘﻲ ﺘﻘﺩﻤﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ
ﺍﻋﺘﺒﺎﺭﻫﺎ ﻤﺤﻔﺯ ﻤﻌﻨﻭﻱ ،ﻭ ﺴﺎﺌل ﺍﻝﻨﻘل ﻓﻬﻲ ﻤﺘﻭﻓﺭﺓ ﺒﺎﻝﺸﻜل ﺍﻝﻤﻁﻠﻭﺏ ،ﻜﻤﺎ ﺘﺘﻭﻓﺭ ﺍﻝﻤﻠﺒﻨﺔ ﻋﻠﻰ ﻁﺒﻴﺏ
ﻭﻋﺩﺩ ﻤﻥ ﺍﻝﻤﻤﺭﻀﻴﻥ ﺒﺘﺠﻬﻴﺯﺍﺕ ﻭﻭﺴﺎﺌل ﻻ ﻨﻘﻭل ﻜﺎﻤﻠﺔ ﻭ ﺇﻨﻤﺎ ﻤﺘﻭﻓﺭﺓ ﺒﺸﻜل ﻤﺭﻀﻲ ﻨﻭﻋﺎ ﻤﺎ،ﻭ ﻓﻴﻤﺎ
)*(
ﺨﺎﺹ ﻴﺨﺹ ﻭﺠﺒﺔ ﺍﻝﻐﺩﺍﺀ ،ﻓﺎﻝﻌﺎﻤل ﻤﻜﻠﻑ ﺒﺘﻐﺫﻴﺔ ﻨﻔﺴﻪ ﺃﻱ ﺃﻥ ﺍﻝﻤﺅﺴﺴﺔ ﻻ ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﻤﻁﻌﻡ
ﺒﺎﻝﻌﺎﻤﻠﻴﻥ ،ﻭﻤﻥ ﺒﻴﻥ ﺃﺜﺎﺭ ﺫﻝﻙ ﻻﺤﻅﻨﺎ ﺍﻤﺘﺩﺍﺩ ﻓﺘﺭﺓ ﺍﻝﻐﺩﺍﺀ ﻋﻥ ﺍﻝﻭﻗﺕ ﺍﻝﻤﺤﺩﺩ ﻭ ﻫﺫﺍ ﻴﺅﺜﺭ ﺴﻠﺒﻴﺎ ﻋﻠﻰ
ﺍﻝﻨﺸﺎﻁ ﻤﻥ ﺠﻬﺔ ﻭﻋﻠﻰ ﺍﻝﻌﺎﻤل ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ ،ﺨﺎﺼﺔ ﻭﺃﻥ ﺍﻝﻤﻨﻁﻘﺔ ﺍﻝﺘﻲ ﺘﺘﻭﺍﺠﺩ ﻓﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻻ
ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﺃﻤﺎﻜﻥ ﺼﺤﻴﺔ ﻝﺘﻨﺎﻭل ﺍﻝﻐﺩﺍﺀ ،ﻭﺇﻥ ﺘﻭﻓﺭﺕ ﻓﻬﻲ ﺒﻌﻴﺩﺓ ﻋﻥ ﻤﻘﺭ ﺍﻝﻤﺅﺴﺴﺔ.
-5-2ﻅﺭﻭﻑ ﺍﻝﻌﻤل :ﻻ ﻨﺴﺘﻁﻴﻊ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﺠﺎل ﺘﺤﺩﻴﺩ ﻤﺎ ﺇﺫﺍ ﻜﺎﻨﺕ ﻅﺭﻭﻑ ﺍﻝﻌﻤل
ﻤﺘﻭﻓﺭﺓ ﺒﺎﻝﺸﻜل ﺍﻝﻤﻁﻠﻭﺏ ﻭ ﺍﻝﻀﺭﻭﺭﻱ ﻝﻠﻌﺎﻤل ،ﻜﻭﻥ ﺍﺘﺼﺎﻝﻨﺎ ﻝﻡ ﻴﺘﻡ ﻤﻊ ﻜل ﺍﻝﻌﻤﺎل ،ﻭﻤﺎ ﺘﺤﺼﻠﻨﺎ
ﻋﻠﻴﻪ ﻤﻥ ﻤﻌﻠﻭﻤﺎﺕ ﻴﺅﻜﺩ ﻋﻠﻰ ﺘﻭﻓﺭ ﻅﺭﻭﻑ ﻋﺎﺩﻴﺔ ﻻ ﺒﺎﻝﺴﻴﺌﺔ ﻭ ﻻ ﺒﺎﻝﺠﻴﺩﺓ ،ﻭ ﻤﺎ ﺃﺜﺎﺭ ﺍﻨﺘﺒﺎﻫﻨﺎ ﺍﻨﻪ
ﻤﻬﻤﺎ ﻜﺎﻨﺕ ﺍﻝﻅﺭﻭﻑ ﻓﺎﻥ ﺍﻝﻌﺎﻤل ﻗﺩ ﺘﻌﻭﺩ ﻋﻠﻴﻬﺎ ﻭ ﺃﺼﺒﺤﺕ ﻤﻥ ﺒﻴﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻌﺎﺩﻴﺔ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻪ ،ﻭ ﻫﺫﺍ
ﻤﺎ ﺃﻓﺎﺩﺘﻨﺎ ﺒﻪ ﺭﺌﻴﺴﺔ ﻤﺼﻠﺤﺔ ﺍﻷﺠﻭﺭ.
) *(-ﻓﻲ ﺴﻨﻭﺍﺕ ﺴﺎﺒﻘﺔ )ﺴﻨﻭﺍﺕ ﺍﻝﺘﺴﻌﻴﻨﻴﺎﺕ( ﻜﺎﻨﺕ ﺍﻝﻤﺅﺴﺴﺔ ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﻤﻁﻌﻡ ﻝﻠﻌﻤﺎل ،ﻭﺒﺩﺍﻴﺔ ﻤﻥ ﺴﻨﺔ 1999ﺘﻡ ﻏﻠﻘﻪ
ﻷﺴﺒﺎﺏ ﻋﺩﺓ ،ﻭﺤﺴﺏ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﺸﺨﺼﻴﺔ ﺍﻝﺘﻲ ﺘﻤﺕ ﻴﻭﻡ 2007/06/17 :ﻤﻊ ﺭﺌﻴﺴﺔ ﻤﺼﻠﺤﺔ ﺍﻷﺠﻭﺭ ﻭﺤﺴﺏ ﺭﺃﻴﻬﺎ ﺃﻨﻪ
ﺘﻡ ﻏﻠﻕ ﺍﻝﻤﻁﻌﻡ ﻝﺴﻭﺀ ﺍﻝﺘﺴﻴﻴﺭ ﺒﻪ ،ﻭﻜﺫﺍ ﻋﺩﻡ ﺍﻝﺠﺩﻴﺔ ﻓﻲ ﺍﻝﺤﻔﺎﻅ ﻋﻠﻰ ﻤﺴﺘﻠﺯﻤﺎﺘﻪ ﺍﻷﺴﺎﺴﻴﺔ ﻓﻲ ﺇﻋﺩﺍﺩ ﻭﺠﺒﺎﺕ ﺍﻝﻐﺫﺍﺀ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
-3ﺍﻝﻨﻅﺎﻡ ﺍﻝﺘﺄﺩﻴﺒﻲ:
ﻴﻌﺘﺒﺭ ﺍﻝﻨﻅﺎﻡ ﺍﻝﺘﺄﺩﻴﺒﻲ ﺍﻝﺤﻠﻘﺔ ﺍﻝﻤﻜﻤﻠﺔ ﻝﺒﺎﻗﻲ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻷﺨﺭﻯ ،ﻓﻬﻭ ﺸﺭﻁ ﺃﺴﺎﺴﻲ ﻴﺤﺘﺭﻡ ﺒﻤﻭﺠﺒﻪ
ﺍﻝﻌﻤﺎل ﻗﻭﺍﻨﻴﻥ ﺍﻝﻌﻤل ﻭﺤﻤﺎﻴﺔ ﻤﻤﺘﻠﻜﺎﺕ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﺤﺴﺏ ﻤﺎ ﺘﺤﺼﻠﻨﺎ ﻋﻠﻴﻪ ﻤﻥ ﻤﻌﻠﻭﻤﺎﺕ ﺃﻥ ﻫﺫﺍ
ﺍﻝﻨﻅﺎﻡ ﻤﻁﺒﻕ ﺒﺸﻜل ﻋﺎﺩﻱ ﺤﺘﻰ ﺃﻥ ﺍﻝﻤﻌﺎﻗﺏ ﻴﺭﻀﻰ -ﺇﻝﻰ ﺤﺩ ﻤﺎ -ﺒﺎﻝﻌﻘﻭﺒﺔ ﺍﻝﺘﻲ ﻴﺘﻠﻘﺎﻫﺎ ﻭﻴﻘﺭ ﺒﺨﻁﺌﻪ
ﻭﻓﻴﻤﺎ ﻴﻠﻲ ﻨﻭﻀﺢ ﺒﻌﺽ ﺼﻭﺭ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﺴﻠﺒﻴﺔ .
ﻭﺍﻝﻌﻘﻭﺒﺔ ﺍﻝﺘﻲ ﻴﺘﻠﻘﺎﻫﺎ ﺘﻜﻭﻥ ﺒﻨﺎﺀ ﻋﻠﻰ ﺃﺤﺩ ﺍﻷﺨﻁﺎﺀ ﺍﻝﻤﺭﺘﺒﻜﺔ ﺍﻝﺘﺎﻝﻴﺔ :
-ﻏﻴﺎﺒﻴﻥ ﻏﻴﺭ ﻤﺒﺭﺭﻴﻥ ﻭ ﻏﻴﺭ ﻤﺭﺨﺼﻴﻥ ﺨﻼل ﺍﻝﺸﻬﺭ.
-ﺘﻤﺩﻴﺩ ﻏﻴﺭ ﻤﺒﺭﺭ ﻝﻭﻗﺕ ﺍﻝﻐﺩﺍﺀ.
-ﺍﻝﺘﺴﻠﻴﺔ ﺨﻼل ﻭﻗﺕ ﺍﻝﻌﻤل.
-ﺘﺤﺭﻙ ﺃﻭ ﺍﺠﺘﻤﺎﻉ ﻏﻴﺭ ﻤﺒﺭﺭ ﻓﻲ ﻤﻘﺭﺍﺕ ﺍﻝﻌﻤل ﺨﻼل ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل.
-2-1-3ﺍﻝﻌﻘﻭﺒﺎﺕ ﻤﻥ ﺍﻝﺩﺭﺠﺔ ﺍﻝﺜﺎﻨﻴﺔ :ﻨﻤﻴﺯ ﻫﺫﺍ ﺍﻝﺠﺎﻨﺏ ﺒﻴﻥ ﻨﻭﻋﻴﻥ ﻤﻥ ﺍﻷﺨﻁﺎﺀ :
ﺍﻷﺨﻁﺎﺀ ﻤﻥ ﺍﻝﻨﻭﻉ ﺍﻷﻭل :ﻴﺅﺩﻱ ﺇﻝﻰ ﻋﻘﻭﺒﺎﺕ ﺘﺘﻤﺜل ﻓﻲ ﺍﻝﺘﻭﻗﻴﻑ ﻋﻥ ﺍﻝﻌﻤل ﻤﻥ 3ﺇﻝﻰ 10
ﺃﻴﺎﻡ.
ﺍﻷﺨﻁﺎﺀ ﻤﻥ ﺍﻝﻨﻭﻉ ﺍﻝﺜﺎﻨﻲ :ﻴﻌﺎﻗﺏ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺒﺘﻭﻗﻴﻔﻪ ﻋﻥ ﺍﻝﻌﻤل ﻤﻥ 11ﺇﻝﻰ 15ﻴﻭﻤﺎ.
ﻭﻨﻭﻀﺢ ﻓﻴﻤﺎ ﻴﻠﻲ ﻨﻭﻉ ﺍﻝﺨﻁﺄ ﻭ ﻤﺩﺓ ﺍﻝﺘﻭﻗﻴﻑ ﻋﻥ ﺍﻝﻌﻤل.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﻭﻨﺸﻴﺭ ﺃﻨﻪ ﻤﻥ ﺒﻴﻥ ﺍﻷﺨﻁﺎﺀ ﺍﻝﺸﺎﺌﻌﺔ ﻜﺜﺭﺓ ﺍﻝﻐﻴﺎﺏ ﺍﻝﻤﺘﻜﺭﺭ ﻭ ﻏﻴﺭ ﺍﻝﻤﺒﺭﺭ.
-3-1-3ﺍﻝﻌﻘﻭﺒﺎﺕ ﻤﻥ ﺍﻝﺩﺭﺠﺔ ﺍﻝﺜﺎﻝﺜﺔ :ﻴﻤﻜﻥ ﺍﻝﺘﻤﻴﻴﺯ ﻀﻤﻥ ﻫﺫﺍ ﺍﻝﺼﻨﻑ ﺒﻴﻥ ﺜﻼﺙ ﺃﻨﻭﺍﻉ ﻤﻥ
ﺍﻷﺨﻁﺎﺀ:
ﺍﻷﺨﻁﺎﺀ ﻤﻥ ﺍﻝﻨﻭﻉ ﺍﻷﻭل :ﻴﺅﺩﻱ ﺇﻝﻰ ﻤﻌﺎﻗﺒﺔ ﺍﻝﻌﺎﻤل ﺒﺘﻨﺯﻴﻠﻪ ﺇﻝﻰ ﻤﻨﺼﺏ ﺃﻗل ﻤﻥ ﻤﻨﺼﺒﻪ ﺍﻝﺤﺎﻝﻲ
ﻓﻲ ﺍﻝﺴﻠﻡ ﺍﻝﻭﻅﻴﻔﻲ.
ﺍﻷﺨﻁﺎﺀ ﻤﻥ ﺍﻝﻨﻭﻉ ﺍﻝﺜﺎﻨﻲ :ﻴﺅﺩﻱ ﺇﻝﻰ ﺘﺴﺭﻴﺢ ﺍﻝﻌﺎﻤل ﻤﻊ ﺘﻌﻭﻴﻀﻪ ﻋﻥ ﻫﺫﺍ ﺍﻝﺘﺴﺭﻴﺢ.
ﺍﻷﺨﻁﺎﺀ ﻤﻥ ﺍﻝﻨﻭﻉ ﺍﻝﺜﺎﻝﺙ :ﻴﻨﺠﻡ ﻋﻨﻪ ﺘﺴﺭﻴﺢ ﺍﻝﻌﺎﻤل ﺩﻭﻥ ﺘﻌﻭﻴﺽ.
ﻭﺘﺼﺩﺭ ﺍﻝﻌﻘﻭﺒﺔ ﻋﻥ ﻤﺩﻴﺭ ﺍﻝﻔﺭﻉ ﺍﻝﺫﻱ ﻴﻨﺘﻤﻲ ﺇﻝﻴﻪ ﺍﻝﻌﺎﻤل ﺍﻝﻤﺭﺘﻜﺏ ﻝﻠﺨﻁﺄ ،ﻭﻨﻭﻀﺢ ﺍﻷﺨﻁﺎﺀ ﺍﻝﻤﻨﺘﻤﻴﺔ
ﻝﻬﺫﺍ ﺍﻝﻨﻭﻉ ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻝﻌﻘﻭﺒﺔ ﺍﻝﺨﻁﺄ
ﺘﺨﻔﻴﺽ ﻓﻲ ﺍﻝﺩﺭﺠﺔ -ﻋﺩﻡ ﺍﻝﻜﻔﺎﺀﺓ ﺍﻝﻤﻬﻨﻴﺔ.
ﺘﺴﺭﻴﺢ ﻤﻊ ﺘﻌﻭﻴﺽ -ﻋﺩﻡ ﺍﻝﻜﻔﺎﺀﺓ ﺍﻝﻤﻬﻨﻴﺔ ﺒﻌﺩ ﺘﺨﻔﻴﺽ ﺍﻝﺩﺭﺠﺔ.
ﺘﺴﺭﻴﺢ ﺩﻭﻥ ﺘﻌﻭﻴﺽ -ﺘﻜﺭﺍﺭ ﺍﻝﺨﻁﺄ ﻤﻥ ﺍﻝﺩﺭﺠﺔ ﺍﻝﺜﺎﻨﻴﺔ.
ﺘﺴﺭﻴﺢ ﺩﻭﻥ ﺘﻌﻭﻴﺽ -ﺇﻋﻁﺎﺀ ﺍﻷﺴﺭﺍﺭ ﺍﻝﻤﻬﻨﻴﺔ.
ﺘﺴﺭﻴﺢ ﺩﻭﻥ ﺘﻌﻭﻴﺽ -ﺘﺯﻭﻴﺭ ،ﺇﺨﻔﺎﺀ ،ﺇﺘﻼﻑ ﻝﻭﺜﺎﺌﻕ ﺃﻭ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ.
ﺘﺴﺭﻴﺢ ﺩﻭﻥ ﺘﻌﻭﻴﺽ -ﺭﻓﺽ ﺍﻝﻘﻴﺎﻡ ﺒﺎﻝﻌﻤل.
ﺘﺴﺭﻴﺢ ﺩﻭﻥ ﺘﻌﻭﻴﺽ -ﺍﻝﻘﻴﺎﻡ ﺒﺄﻋﻤﺎل ﻋﻨﻑ ﺩﺍﺨل ﺍﻝﻤﺅﺴﺴﺔ.
ﻭﻴﺤﻕ ﻝﻠﻤﻌﺎﻗﺏ ﺍﻝﻁﻌﻥ ﻓﻲ ﺍﻝﻘﺭﺍﺭ ﺍﻝﺼﺎﺩﺭ ﺒﺤﻘﻪ ﺃﻤﺎﻡ ﺍﻝﻤﺩﻴﺭ ﺍﻝﻌﺎﻡ ﻝﻠﻤﺅﺴﺴﺔ ﻭ ﺍﻷﺠل ﺍﻝﻤﺤﺩﺩ
ﻝﻠﻁﻌﻥ ﻫﻭ 8ﺃﻴﺎﻡ ﺍﺒﺘﺩﺍﺀ ﻤﻥ ﺇﻋﺩﺍﺩ ﻗﺭﺍﺭ ﺍﻝﻌﻘﻭﺒﺔ
ﻭﻝﻠﻭﻗﻭﻑ ﻋﻠﻰ ﻭﺍﻗﻊ ﺍﻝﻌﻘﻭﺒﺎﺕ ﺍﻝﻤﻁﺒﻘﺔ ﻨﺩﺭﺝ ﺒﻌﺽ ﺍﻝﻌﻘﻭﺒﺎﺕ ﺍﻝﺼﺎﺩﺭﺓ ﺴﻨﺔ 2006ﺤﺴﺏ ﺍﻝﺠﺩﻭل
ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺤﺴﺏ ﺍﻝﺠﺩﻭل ﻨﻼﺤﻅ ﺃﻥ ﻋﺩﺩ ﺍﻝﻌﻤﺎل ﺍﻝﻤﻌﺎﻗﺒﻴﻥ ﺍﺭﺘﻜﺯ ﻭﺒﺸﻜل ﻜﺒﻴﺭ ﻓﻲ ﺘﻭﻗﻴﻑ ﻋﻥ ﺍﻝﻌﻤل ﻤﻊ
ﺍﻹﻨﺫﺍﺭ ،ﻭﺃﺩﻨﻰ ﻋﺩﺩ ﺴﺠل ﻓﻲ ﻋﻘﻭﺒﺔ ﺍﻹﻨﺫﺍﺭ ﻭ ﺍﻨﻌﺩﺍﻡ ﻓﻲ ﺍﻝﺘﻭﻗﻴﻑ ﻋﻥ ﺍﻝﻌﻤل ﻤﻊ ﺍﻹﻨﺫﺍﺭ ﻭﺍﻝﺘﻭﺒﻴﺦ
ﻭﺇﺠﻤﺎﻝﻲ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﻌﺎﻗﺒﻴﻥ ﺒﻠﻎ 246ﻤﻌﺎﻗﺏ ﺨﻼل ﺴﻨﺔ .2006
ﻭﺤﺴﺏ ﺍﻝﺠﺩﻭل ﺴﺠﻠﻨﺎ 143ﻋﺎﻤﻼ ﻤﻌﺎﻗﺒﺎ ﺒﺴﺒﺏ ﺍﻝﺘﻐﻴﺏ ﻏﻴﺭ ﺍﻝﻘﺎﻨﻭﻨﻲ ﻭ ﺍﻝﺘﺄﺨﺭ ﺍﻝﻤﻜﺭﺭ
ﻭ 12ﻋﺎﻤﻼ ﻴﻐﺎﺩﺭ ﺍﻝﻤﺅﺴﺴﺔ ﻗﺒل ﻨﻬﺎﻴﺔ ﻤﺩﺓ ﺍﻝﺩﻭﺍﻡ )ﺨﺭﻭﺝ ﻤﺴﺒﻕ ﻋﻥ ﺍﻝﻌﻤل(.
ﻭﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻓﺎﻥ ﺍﻝﻨﻅﺎﻡ ﺍﻝﺘﺄﺩﻴﺒﻲ ﻤﻁﺒﻕ ﺒﺸﻜل ﻻ ﺒﺄﺱ ﺒﻪ ،ﺨﺎﺼﺔ ﻭﺃﻥ ﺍﻝﻤﻌﺎﻗﺒﻴﻥ ﺒﺴﺒﺏ ﺍﻝﺘﻐﻴﺏ
ﻭﺍﻝﺘﺄﺨﺭ ﻭﺤﺴﺏ ﻤﺎ ﺼﺭﺡ ﺒﻪ ،ﻓﺈﻨﻬﻡ ﺭﺍﻀﻭﻥ ﻭﻤﻘﺘﻨﻌﻭﻥ ﺒﺎﻝﺨﻁﺄ ﺍﻝﺫﻱ ﻴﺭﺘﻜﺒﻭﻨﻪ ،ﻝﻜﻥ ﻨﺘﺴﺎﺀل ﻋﻥ
ﺍﻝﺴﺒﺏ ﺍﻝﺭﺌﻴﺴﻲ ﺃﻭ ﺃﺴﺒﺎﺏ ﺍﻝﺘﻐﻴﺏ ﻫل ﻫﻲ ﺭﺍﺠﻌﺔ ﻝﻌﺩﻡ ﺭﻀﺎﻫﻡ ﻋﻥ ﺍﻝﻌﻤل ؟ ﺃﻱ ﺃﻨﻬﻡ ﻏﻴﺭ ﺭﺍﻀﻴﻥ
ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻬﻡ؟ ﺃﻤﺎ ﺃﻥ ﺍﻷﺴﺒﺎﺏ ﺘﻌﻭﺩ ﻝﻌﻭﺍﻤل ﺃﺨﺭﻯ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺨﺎﻣﺲ.................................................................................................................. :ﻭﺍﻗﻊ ﺍﻟﺘﺤﻔﻴﺰ ﺑﻤﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ
ﺍﻝﺨﻼﺼﺔ:
ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺃﺤﺩ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﺍﻝﻬﺎﻤﺔ ﺒﺎﻝﻤﺠﺘﻤﻊ ﺍﻝﺠﺯﺍﺌﺭﻱ ،ﺇﺫ ﺘﻭﻓﺭ ﻝﻠﻤﺴﺘﻬﻠﻙ
ﺇﺤﺩﻯ ﺍﻝﻤﻭﺍﺩ ﺍﻷﺴﺎﺴﻴﺔ ﻭﻫﻲ ﺍﻝﺤﻠﻴﺏ ،ﻭﻨﻅﺭﺍ ﻝﻭﺯﻨﻬﺎ ﺍﻝﻜﺒﻴﺭ ،ﻓﻬﻲ ﺘﺤﺘﺎﺝ ﺇﻝﻰ ﻋﻨﺎﻴﺔ ﻓﺎﺌﻘﺔ ﺨﺎﺼﺔ
ﺒﻤﻭﺍﺭﺩﻫﺎ ﺍﻝﺒﺸﺭﻴﺔ ،ﻓﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﺘﻁﺒﻴﻘﻴﺔ ﺍﻝﺘﻲ ﺃﺠﺭﻴﻨﺎﻫﺎ ﺒﺎﻝﻤﻠﺒﻨﺔ ﻜﺸﻑ ﻝﻨﺎ ﺍﻝﻭﺍﻗﻊ ﺃﻥ ﺍﻝﻤﺅﺴﺴﺔ
ﺘﺘﻭﻓﺭ ﻋﻠﻰ ﻋﺩﺩ ﻤﻨﺨﻔﺽ ﻤﻥ ﺍﻝﻌﻤﺎل ﻤﻘﺎﺭﻨﺔ ﺒﺎﻝﺩﻭﺭ ﺍﻝﺘﻲ ﺘﺅﺩﻴﻪ ،ﻭﻓﻴﻤﺎ ﻴﺨﺹ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﺘﻲ ﺘﺘﺒﻨﺎﻫﺎ
ﺍﻝﻤﺅﺴﺴﺔ ﻝﺘﺠﺸﻴﻊ ﻋﻤﺎﻝﻬﺎ ﻓﻬﻲ ﻤﺘﻨﻭﻋﺔ ﺒﻴﻥ ﺍﻝﻤﺎﺩﻱ ﻜﺎﻷﺠﺭ ﻭﺍﻝﻤﻌﻨﻭﻱ ﻜﺎﻻﺘﺼﺎل ﻭﻅﺭﻭﻑ ﺍﻝﻌﻤل...
ﻝﻜﻥ ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﺃﺜﺎﺭ ﺍﻨﺘﺒﺎﻫﻨﺎ ﺨﺎﺼﺔ ﻤﻥ ﺨﻼل ﺍﻝﺘﺼﺭﻴﺤﺎﺕ ﺍﻝﻤﻘﺩﻤﺔ ﻤﻥ ﺒﻌﺽ ﺭﺅﺴﺎﺀ ﺍﻝﻤﺼﺎﻝﺢ ﺃﻥ
ﻤﻴﻜﺎﻨﻴﺯﻤﺎﺕ ﺍﻝﺘﺤﻔﻴﺯ ﺍﻝﻤﻭﻀﻭﻋﺔ ﻝﻠﺘﻁﺒﻴﻕ ﻻ ﺘﺭﻗﻰ ﺍﻝﻘﺒﻭل ﺒﺎﻝﺸﻜل ﺍﻝﻤﻁﻠﻭﺏ.
ﻝﺫﺍ ﻨﺘﺴﺎﺀل ﺇﻝﻰ ﺃﻱ ﻤﺩﻯ ﻴﺅﺜﺭ ﺍﻝﺘﺤﻔﻴﺯ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل؟
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ:
ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺘﻤﻬﻴﺩ:
ﺒﻌﺩﻤﺎ ﺘﻁﺭﻗﻨﺎ ﺇﻝﻰ ﻤﺅﺴﺴﺔ ﻨﻭﻤﻴﺩﻴﺎ ﻤﻥ ﺤﻴﺙ ﺨﺼﺎﺌﺼﻬﺎ ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﻨﺸﺎﻁﻬﺎ ،ﻭﻫﻴﻜﻠﻬﺎ ﺍﻝﺘﻨﻅﻴﻤﻲ
ﻭﻤﻭﺍﺭﺩﻫﺎ ﺍﻝﺒﺸﺭﻴﺔ ﻤﻥ ﺤﻴﺙ ﻤﺘﻐﻴﺭﺍﺘﻬﺎ ﺍﻝﺩﻴﻤﻭﻏﺭﺍﻓﻴﺔ ،...ﻭﻜﺫﻝﻙ ﺍﻝﻭﻗﻭﻑ ﻋﻨﺩ ﻭﺍﻗﻊ ﺍﻝﺘﺤﻔﻴﺯ ﺒﺎﻝﻤﻠﺒﻨﺔ
ﺒﺸﻘﻴﻪ ﺍﻝﻤﺎﺩﻱ ﻭﺍﻝﻤﻌﻨﻭﻱ ،ﻨﺤﺎﻭل ﻓﻲ ﻫﺫﺍ ﺍﻝﻔﺼل ﺍﻝﺨﺘﺎﻤﻲ ﺃﻥ ﻨﺤﻠل ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻤﻥ
ﺍﻻﺴﺘﺒﻴﺎﻥ ﺍﻝﻤﻁﺒﻕ ﻋﻠﻰ ﻤﻔﺭﺩﺍﺕ ﻋﻴﻨﺔ ﺍﻝﺒﺤﺙ ،ﻤﻌﺘﻤﺩﻴﻥ ﻓﻲ ﺫﻝﻙ ﻋﻠﻰ ﺇﺠﺭﺍﺀﺍﺕ ﻤﻨﻬﺠﻴﺔ ﻝﻠﺩﺭﺍﺴﺔ ﻤﻥ
ﺤﻴﺙ ﺍﻝﻤﻨﻬﺞ ﺍﻝﻤﺴﺘﺨﺩﻡ ،ﺍﻝﺘﻘﻨﻴﺎﺕ ﺍﻝﻤﻌﺘﻤﺩﺓ ﻭﺍﻷﺴﺎﻝﻴﺏ ﺍﻹﺤﺼﺎﺌﻴﺔ ﺍﻝﻤﺘﺒﻨﺎﺓ ﻓﻲ ﺍﻝﺘﺤﻠﻴل ،ﺒﻬﺩﻑ ﺍﻝﻭﺼﻭل
ﺇﻝﻰ ﺍﻹﺠﺎﺒﺔ ﻋﻠﻰ ﺍﻝﺘﺴﺎﺅﻻﺕ ﺍﻝﻤﻁﺭﻭﺤﺔ ﻓﻲ ﺍﻹﺸﻜﺎﻝﻴﺔ ﻤﻊ ﺍﺨﺘﺒﺎﺭ ﻓﺭﻀﻴﺎﺕ ﺍﻝﺒﺤﺙ ،ﻝﻨﻘﻑ ﻓﻲ ﺍﻝﻨﻬﺎﻴﺔ
ﻋﻨﺩ ﺠﻤﻠﺔ ﻤﻥ ﺍﻝﻨﺘﺎﺌﺞ ﻭﺍﻗﺘﺭﺍﺤﺎﺕ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
-1-1-1ﺍﻝﻤﻼﺤﻅﺔ :ﺘﻌﺩ ﺍﻝﻤﻼﺤﻅﺔ ﺇﺤﺩﻯ ﺃﺩﻭﺍﺕ ﺠﻤﻊ ﺍﻝﺒﻴﺎﻨﺎﺕ ،ﺨﺎﺼﺔ ﻋﻨﺩﻤﺎ ﻴﺼﻌﺏ
ﺍﻝﺤﺼﻭل ﻋﻠﻴﻬﺎ ﻤﻥ ﺨﻼل ﺍﻻﺴﺘﻤﺎﺭﺓ ﻭﻏﻴﺭﻫﺎ ،ﻭﻝﻘﺩ ﺍﺴﺘﺨﺩﻤﺎ ﻫﺫﻩ ﺍﻝﺘﻘﻨﻴﺔ ﻓﻲ ﺍﻝﺒﺩﺍﻴﺔ ﺨﺎﺼﺔ ﻋﻨﺩ
ﺘﻭﺍﺠﺩﻨﺎ ﺒﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ ،ﺃﻴﻥ ﺘﻡ ﺍﻝﺘﻌﺭﻑ ﻋﻠﻰ ﻁﺭﻴﻘﺔ ﺍﻝﻜﻼﻡ ﻭﺍﻝﺴﻠﻭﻙ ﺍﻝﻤﻌﺘﻤﺩ ﻤﻥ ﻗﺒل ﺃﻋﻀﺎﺀ
ﺘﻠﻙ ﺍﻝﻤﺼﻠﺤﺔ ،ﻭﻜﺎﻥ ﻝﻪ ﺠﺎﻨﺏ ﻤﻥ ﺍﻷﻫﻤﻴﺔ ﻓﻲ ﻤﻭﻀﻭﻉ ﺒﺤﺜﻨﺎ.
-2-1-1ﺍﻝﻤﻘﺎﺒﻠﺔ :ﺘﻌﺭﻑ ﺍﻝﻤﻘﺎﺒﻠﺔ ﻋﻠﻰ ﺃﻨﻬﺎ "ﺘﻔﺎﻋل ﻝﻔﻅﻲ ﻴﺘﻡ ﻋﻥ ﻁﺭﻴﻕ ﻤﻭﻗﻑ ﻤﻭﺍﺠﻬﺔ
ﻴﺤﺎﻭل ﻓﻴﻪ ﺍﻝﺸﺨﺹ ﺍﻝﻘﺎﺌﻡ ﺒﺎﻝﻤﻘﺎﺒﻠﺔ ﺃﻥ ﻴﺴﺘﺜﻴﺭ ﻤﻌﻠﻭﻤﺎﺕ ﺃﻭ ﺁﺭﺍﺀ ﺃﻭ ﻤﻌﺘﻘﺩﺍﺕ ﺸﺨﺹ ﺁﺨﺭ
ﺃﻭ ﺃﺸﺨﺎﺹ ﺁﺨﺭﻴﻥ ﻝﻠﺤﺼﻭل ﻋﻠﻰ ﻋﺩﺩ ﻤﻌﻴﻥ ﻤﻥ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﻤﻭﻀﻭﻋﻴﺔ ").(1
ﻓﻤﻥ ﺨﻼل ﺍﻝﺘﻌﺭﻴﻑ ﺍﻝﻤﻘﺩﻡ ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺘﺘﻡ ﺒﻴﻥ ﺸﺨﺼﻴﻥ ﺃﻭ ﺃﻜﺜﺭ ﻝﻠﺤﺼﻭل ﻋﻠﻰ
ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺭﺍﺩ ﺒﻠﻭﻏﻬﺎ ﻤﻥ ﺍﻝﻁﺭﻑ ﺍﻝﺜﺎﻨﻲ ،ﻭﻨﻤﻴﺯ ﺒﻴﻥ ﻨﻭﻋﻴﻥ ﻤﻥ ﺍﻝﻤﻘﺎﺒﻠﺔ ،ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ
ﻭﺍﻝﺘﻲ ﺘﺘﻡ ﻭﺠﻬﺎ ﻝﻭﺠﻪ ﺒﻴﻥ ﺍﻝﺒﺎﺤﺙ ﻭ ﺍﻝﻤﺒﺤﻭﺙ ،ﺃﻤﺎ ﺍﻝﻤﻘﺎﺒﻠﺔ ﻏﻴﺭ ﺍﻝﻤﺒﺎﺸﺭﺓ ﻓﺘﻜﻭﻥ ﻓﻴﻬﺎ ﺍﻝﻤﺴﺎﻓﺔ ﻫﻲ
-1ﺭﺸﻴﺩ ﺯﺭﻭﺍﺘﻲ ،ﺘﺩﺭﻴﺒﺎﺕ ﻋﻠﻰ ﻤﻨﻬﺠﻴﺔ ﺍﻝﺒﺤﺙ ﺍﻝﻌﻠﻤﻲ ،ﻁ ،1ﺠﺎﻤﻌﺔ ﻤﺤﻤﺩ ﺒﻭﻀﻴﺎﻑ ،ﺍﻝﻤﺴﻴﻠﺔ ،2002 ،ﺹ.148:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﻔﺎﺼل ﺒﻴﻥ ﺍﻝﺒﺎﺤﺙ ﻭﺍﻝﻤﺒﺤﻭﺙ ،ﻭﺘﺘﻡ ﺒﻤﺨﺘﻠﻑ ﻭﺴﺎﺌل ﺍﻻﺘﺼﺎل ﻜﺎﻝﻬﺎﺘﻑ ،ﺍﻻﺘﺼﺎل ﺍﻵﻝﻲ...ﺍﻝﺦ.
ﻭﻝﻘﺩ ﺍﻋﺘﻤﺩﻨﺎ ﻓﻲ ﺩﺭﺍﺴﺘﻨﺎ ﻭﺒﺸﻜل ﻭﺍﺴﻊ ﻋﻠﻰ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﻤﺒﺎﺸﺭﺓ ﻓﻲ ﺍﻝﻤﺭﺍﺤل ﺍﻷﻭﻝﻰ ﻝﻠﺤﺼﻭل
ﻋﻠﻰ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﺨﺎﺼﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻤﻥ ﺤﻴﺙ ﺘﺎﺭﻴﺨﻬﺎ ،ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻓﻴﻬﺎ ...ﻭﺘﻡ ﺫﻝﻙ ﻤﻊ ﺭﺌﻴﺱ
ﻤﺼﻠﺤﺔ ﺍﻝﻤﺴﺘﺨﺩﻤﻴﻥ ﻭ ﺍﻝﺘﻜﻭﻴﻥ.
ﻓﺎﻻﺴﺘﻤﺎﺭﺓ ﺒﻬﺫﺍ ﺍﻝﻤﻔﻬﻭﻡ ﺘﻤﺜل ﺍﻷﺩﺍﺓ ﺍﻷﺴﺎﺴﻴﺔ ﺍﻝﻤﻌﺘﻤﺩﺓ ﻓﻲ ﺒﺤﺜﻨﺎ ﺨﺎﺼﺔ ﺃﻤﺎﻡ ﺍﻝﺼﻌﻭﺒﺔ ﺍﻝﺘﻲ
ﻭﺍﺠﻬﺘﻨﺎ ﻓﻲ ﺍﻝﺤﺼﻭل ﻋﻠﻰ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻜﻤﻴﺔ ،ﻭﺘﻡ ﺘﻘﺴﻴﻡ ﺍﻻﺴﺘﻤﺎﺭﺓ ﺇﻝﻰ ﺠﺯﺌﻴﻥ :
ﺍﻝﺠﺯﺀ ﺍﻷﻭل :ﺘﻀﻤﻥ ﻫﺫﺍ ﺍﻝﺠﺯﺀ ﻤﻥ ﺍﻻﺴﺘﻤﺎﺭﺓ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ ﺍﻝﺘﺎﻝﻴﺔ :ﺍﻝﺠﻨﺱ ،ﺍﻝﻌﻤﺭ
ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﺩﻨﻴﺔ ،ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ،ﺍﻷﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل )ﺴﻨﻭﺍﺕ ﺍﻝﺨﺩﻤﺔ( ،ﻭﻫﺫﺍ ﺍﻝﺠﺎﻨﺏ ﻝﻪ ﺃﻫﻤﻴﺔ
ﺒﺎﻝﻐﺔ ﻓﻲ ﺒﺤﺜﻨﺎ .
ﺍﻝﺠﺯﺀ ﺍﻝﺜﺎﻨﻲ :ﻭﺘﻀﻤﻥ ﻫﺫﺍ ﺍﻝﺠﺯﺀ ﻤﺨﺘﻠﻑ ﺍﻝﻤﺤﺎﻭﺭ ﺍﻝﺘﻲ ﺘﻀﻡ ﺠﻤﻠﺔ ﻤﻥ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺘﻌﻜﺱ ﻤﺨﺘﻠﻑ
ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺘﻭﻓﺭﺓ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻭﺫﺍﺕ ﺍﻝﻌﻼﻗﺔ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻓﺒﻌﺩﻤﺎ ﺘﻨﺎﻭﻝﻨﺎ ﺍﻝﺠﺎﻨﺏ ﺍﻝﻨﻅﺭﻱ
ﻭﺠﺩﻨﺎ ﺘﻌﺩﺩ ﻁﺭﻕ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﺍﻝﺘﻲ ﺸﻤﻠﺕ ﺍﻝﻁﺭﻕ ﺍﻝﺫﺍﺘﻴﺔ ﻭ ﺍﻝﻤﻭﻀﻭﻋﻴﺔ ،ﻭﺒﻨﺎﺀ ﻋﻠﻰ
ﺍﻝﺩﺭﺍﺴﺔ ﺍﻷﻭﻝﻴﺔ ﺍﻝﺘﻲ ﺃﺠﺭﻴﻨﺎﻫﺎ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﻗﺭﺭﻨﺎ ﺍﻋﺘﻤﺎﺩ ﺍﻻﺴﺘﻤﺎﺭﺓ ﺍﻝﺘﻲ ﺼﻤﻤﺕ
ﻋﻠﻰ ﻁﺭﻴﻘﺔ "ﻝﻴﻜﺭﺕ "likertﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻤﻌﺘﻤﺩﻴﻥ ﻋﻠﻰ ﺍﻝﺨﻠﻔﻴﺔ ﺍﻝﻨﻅﺭﻴﺔ
ﻝﻠﻤﻭﻀﻭﻉ ،ﻭﺒﻌﺽ ﺍﻝﻤﻘﺎﻴﻴﺱ ﺍﻝﻤﺼﻤﻤﺔ ﻋﻠﻰ ﻁﺭﻴﻘﺔ ﻝﻴﻜﺭﺕ ،ﺇﻝﻰ ﺠﺎﻨﺏ ﺍﻝﻤﻌﻠﻭﻤﺎﺕ ﺍﻝﻤﺘﺤﺼل
ﻋﻠﻴﻬﺎ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ ،ﻭﺍﻝﺘﻲ ﺴﺎﻋﺩﺘﻨﺎ ﻋﻠﻰ ﻭﻀﻊ ﻋﺒﺎﺭﺍﺕ ﻜل ﻤﺤﻭﺭ ،ﻭﻝﻘﺩ ﺍﺴﺘﺜﻨﻴﻨﺎ ﺍﻝﺼﻴﻐﺔ
ﺍﻝﺴﻠﺒﻴﺔ ﻓﻲ ﺇﻋﺩﺍﺩ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﻘﻴﺎﺱ ﺘﺠﻨﺒﺎ ﻝﻠﺘﺤﻴﺯ ﻓﻲ ﺍﻹﺠﺎﺒﺎﺕ ﻤﻥ ﻁﺭﻑ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ،ﻭﺒﺎﻝﺘﺎﻝﻲ
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ﻭﺯﻋﺕ ﻭﺒﻭﺒﺕ ﻓﻲ ﺍﻝﻤﺤﺎﻭﺭ ﺍﻝﺘﺎﻝﻴﺔ: ﺍﻜﺘﻔﻴﻨﺎ ﺒﺎﻝﺼﻴﻐﺔ ﺍﻹﻴﺠﺎﺒﻴﺔ ﻭﺍﻝﺘﻲ ﻀﻤﺕ 49ﻋﺒﺎﺭﺓ
ﺍﻝﻤﺤﻭﺭ ﺍﻷﻭل :ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ :ﻭﺘﻀﻤﻥ ﻫﺫﺍ ﺍﻝﻤﺤﻭﺭ ﻋﺩﺩ ﻤﻥ ﺍﻝﻌﺒﺎﺭﺍﺕ ﻤ ﹶﺜﹶﻠﺙﹾ
ﻤﻠﺤﻘﺎﺕ ﺍﻷﺠﺭ ﺍﻝﻤﺎﺩﻴﺔ ﻭ ﺍﻝﻤﻌﻨﻭﻴﺔ.
ﺍﻝﻤﺤﻭﺭ ﺍﻝﺜﺎﻨﻲ :ﺍﻝﺭﻀﺎ ﻋﻥ ﻅﺭﻭﻑ ﺍﻝﻌﻤل :ﻭﺸﻤل 07ﻋﺒﺎﺭﺍﺕ ﺘﻘﻴﺱ ﻤﺴﺘﻭﻯ ﺭﻀﺎ ﺍﻝﻌﺎﻤﻠﻴﻥ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻋﻥ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺴﺎﺌﺩﺓ ﻓﻲ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﻜﺎﻝﺘﻬﻭﻴﺔ ،ﺍﻝﺤﺭﺍﺭﺓ ،ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ...ﺍﻝﺦ.
ﺍﻝﻤﺤﻭﺭ ﺍﻝﺜﺎﻝﺙ :ﺍﻝﺭﻀﺎ ﻋﻥ ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل :ﻭﺠﺎﺀﺕ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ﺍﻝﻤﺫﻜﻭﺭ ﻝﺘﻘﻴﺱ
ﻤﺴﺘﻭﻯ ﺭﻀﺎ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﻋﻥ ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل ﺒﺸﻘﻴﻬﺎ ﺍﻝﺭﺴﻤﻴﺔ ﺍﻝﻤﺤﺩﺩﺓ ﺒﺎﻝﻘﻭﺍﻨﻴﻥ ﻭ ﺍﻝﻘﻭﺍﻋﺩ
ﻭﻏﻴﺭ ﺍﻝﺭﺴﻤﻴﺔ ﺍﻝﺘﻲ ﺘﺤﻜﻤﻬﺎ ﺍﻝﻁﺒﻴﻌﺔ ﺍﻹﻨﺴﺎﻨﻴﺔ .
ﺍﻝﻤﺤﻭﺭ ﺍﻝﺭﺍﺒﻊ :ﺍﻝﺭﻀﺎ ﻋﻥ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل :ﻭﺍﺸﺘﻤل ﺍﻝﻤﺤﻭﺭ 08ﻋﺒﺎﺭﺍﺕ ﺘﻘﻴﺱ ﻤﺴﺘﻭﻯ
ﺭﻀﺎ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻋﻥ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺍﻝﻤﻨﺘﻤﻴﻥ ﺇﻝﻴﻬﺎ ﻭﻤﺩﻯ ﺤﺼﻭﻝﻬﻡ ﻋﻠﻰ ﺍﻻﺤﺘﺭﺍﻡ ﻭﺍﻝﺘﻘﺩﻴﺭ ﻤﻥ
ﻁﺭﻑ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ...ﺍﻝﺦ.
ﺍﻝﻤﺤﻭﺭ ﺍﻝﺨﺎﻤﺱ :ﺍﻝﺭﻀﺎ ﻋﻥ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ :ﻭﺘﻀﻤﻥ ﺍﻝﻤﺤﻭﺭ 10ﻋﺒﺎﺭﺍﺕ ﺘﻘﻴﺱ ﻤﺴﺘﻭﻯ
ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﻋﻥ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻤﻥ ﺤﻴﺙ ﻨﻤﻁ ﺍﻹﺸﺭﺍﻑ ،ﻁﺒﻴﻌﺔ ﻤﻌﺎﻤﻠﺔ
ﺍﻝﻤﺸﺭﻑ ﻝﻠﻤﺭﺅﻭﺴﻴﻥ ... ،ﺍﻝﺦ .
ﺍﻝﻤﺤﻭﺭ ﺍﻝﺴﺎﺩﺱ :ﺍﻝﺭﻀﺎ ﻋﻥ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل :ﻭﺘﻤﺜﻠﻪ 08ﻋﺒﺎﺭﺍﺕ ﺘﻘﻴﺱ ﻤﺴﺘﻭﻯ ﺭﻀﺎ
ﺍﻷﻓﺭﺍﺩ ﻋﻥ ﻤﺤﺘﻭﻯ ﻋﻤﻠﻬﻡ ﻤﻥ ﺤﻴﺙ ﺍﻝﺘﻨﻭﻉ ﻓﻲ ﺍﻝﻤﻬﺎﻡ ،ﺍﻝﺴﻬﻭﻝﺔ ﻓﻲ ﺘﺄﺩﻴﺔ ﺍﻝﻌﻤل ﻭﻤﺩﻯ
ﻗﻴﻤﺘﻪ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻬﻡ ...ﺍﻝﺦ .
ﻭﻨﺸﻴﺭ ﺃﻥ ﺍﻻﺴﺘﻤﺎﺭﺓ* ﺍﻝﻤﻘﺩﻤﺔ ﻝﻜل ﻋﺎﻤل ،ﺨﺎﺼﺔ ﻓﻲ ﺠﺯﺌﻬﺎ ﺍﻝﺜﺎﻨﻲ ﻝﻡ ﺘﻔﺼل ﺒﻴﻥ ﺍﻝﻤﺤﺎﻭﺭ
ﻭﺍﻝﻌﺒﺎﺭﺍﺕ ،ﻭﺇﻨﻤﺎ ﻜﺎﻨﺕ ﻫﺫﻩ ﺍﻷﺨﻴﺭﺓ ﻤﺘﺩﺍﺨﻠﺔ ﻻ ﻝﺸﻲﺀ ﺴﻭﻯ ﻻﺴﺘﺒﻌﺎﺩ ﺃﺜﺭ ﺍﻝﻌﺸﻭﺍﺌﻴﺔ ﻓﻲ ﺍﻹﺠﺎﺒﺔ
ﺤﺴﺏ ﻤﺎ ﺠﺎﺀ ﺒﻪ ﻝﻴﻜﺭﺕ ﻓﻲ ﺘﻁﺒﻴﻕ ﺍﻝﻤﻘﻴﺎﺱ .
ﻭﻝﻠﻭﻗﻭﻑ ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﻋﻠﻤﻴﺔ ﺩﻗﻴﻘﺔ ﺇﻝﻰ ﺤﺩ ﻜﺒﻴﺭ ،ﺘﻡ ﺍﻝﻠﺠﻭﺀ ﺇﻝﻰ ﺩﺭﺍﺴﺔ ﺨﺼﺎﺌﺹ ﺍﻝﻤﻘﻴﺎﺱ
ﻤﻥ ﺤﻴﺙ ﺍﻝﺼﺩﻕ ﻭ ﺍﻝﺜﺒﺎﺕ .
-1-3-1-1ﺍﺨﺘﺒﺎﺭ ﺼﺩﻕ ﺍﻝﻤﻘﻴﺎﺱ :ﺤﺘﻰ ﻴﺘﺴﻨﻰ ﺍﺴﺘﻌﻤﺎل ﻤﻘﻴﺎﺱ ﻝﻴﻜﺭﺕ ﻝﻘﻴﺎﺱ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ،ﻴﻨﺒﻐﻲ ﺃﻥ ﻴﻜﻭﻥ ﺼﺎﺩﻗﺎ ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺘﻨﺎﺴﻕ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﻘﻴﺎﺱ ﻤﻊ ﺒﻌﻀﻬﺎ ﺍﻝﺒﻌﺽ ﻭﺒﻤﻌﻨﻰ
ﺁﺨﺭ ":ﺃﻥ ﺍﺨﺘﺒﺎﺭ ﺍﻝﺼﺩﻕ ﻫﻭ ﺘﺤﺩﻴﺩ ﻤﺎ ﺇﺫﺍ ﻜﺎﻨﺕ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﺘﻲ ﻴﺘﻜﻭﻥ ﻤﻨﻬﺎ ﺍﻝﻤﻘﻴﺎﺱ ﺘﻘﻴﺱ ﻨﻔﺱ
ﺍﻝﺒﻌﺩ") ،(1ﻓﻼ ﺒﺩ ﺃﻥ ﺘﻜﻭﻥ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺫﺍﺕ ﺩﻻﻝﺔ ﻭﺍﺤﺩﺓ ﺍﺘﺠﺎﻩ ﺍﻝﻤﺘﻐﻴﺭ ﺍﻝﻤﺭﺍﺩ ﺩﺭﺍﺴﺘﻪ ،ﻝﺫﺍ ﺘﻭﺠﺏ ﻋﻠﻴﻨﺎ
ﺍﺨﺘﺒﺎﺭ ﺼﺩﻕ 49ﻋﺒﺎﺭﺓ ﺍﻝﺨﺎﺼﺔ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻌﻤﺎل ﺍﻝﻤﺅﺴﺴﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ،ﻭﻨﺫﻜﺭ ﺃﻥ ﺍﺨﺘﺒﺎﺭ
ﺼﺩﻕ ﺍﻝﻤﻘﻴﺎﺱ ﻴﺄﺘﻲ ﻜﺄﺤﺩ ﺍﻝﻤﺭﺍﺤل ﺍﻷﺴﺎﺴﻴﺔ ﻓﻲ ﺇﻋﺩﺍﺩ ﻤﻘﻴﺎﺱ ﻝﻴﻜﺭﺕ ﺍﻝﻨﻬﺎﺌﻲ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺒﺎﻹﻀﺎﻓﺔ ﺇﻝﻰ ﻁﺭﻴﻘﺔ ﺍﻝﺨﺒﺭﺍﺀ ،ﺍﻝﻘﺎﺌﻤﺔ ﻋﻠﻰ ﺘﻘﺩﻴﻡ ﺍﻻﺴﺘﻤﺎﺭﺓ ﺍﻷﻭﻝﻴﺔ ﺇﻝﻰ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻝﺨﺒﺭﺍﺀ
ﻴﻤﺜﻠﻭﻥ ﺍﻷﺴﺎﺘﺫﺓ ﺍﻝﻤﺘﺨﺼﺼﻴﻥ ﻓﻲ ﻤﻭﻀﻭﻉ ﺍﻝﺩﺭﺍﺴﺔ ﻹﺒﺩﺍﺀ ﻤﻼﺤﻅﺎﺘﻬﻡ ﺤﻭل ﻜل ﻋﺒﺎﺭﺓ ﻤﻥ ﺤﻴﺙ
ﻭﻀﻭﺤﻬﺎ .ﻭﺍﻨﺘﻤﺎﺌﻬﺎ ﻝﻠﻤﺤﻭﺭ...ﺍﻝﺦ.
ﻭﺒﻁﺒﻴﻌﺔ ﺍﻝﺤﺎل ﻭﻻﺨﺘﺒﺎﺭ ﺼﺩﻕ ﺍﻝﻤﻘﻴﺎﺱ ﺍﻝﻤﺼﻤﻡ ،ﺍﻋﺘﻤﺩﻨﺎ ﻁﺭﻴﻘﺔ ﺍﻝﺨﺒﺭﺍﺀ ﻭﺘﻡ ﺘﻭﺯﻴﻊ
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ﺒﻘﺴﻡ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﻭﻋﻠﻡ ﺍﻝﻨﻔﺱ ،ﺒﻬﺩﻑ ﺇﺒﺩﺍﺀ ﺍﻻﺴﺘﻤﺎﺭﺍﺕ ﻋﻠﻰ ﻋﺩﺩ ﻤﻥ ﺍﻷﺴﺎﺘﺫﺓ ﺍﻝﻤﺘﺨﺼﺼﻴﻥ
ﻤﻼﺤﻅﺎﺘﻬﻡ ﺤﻭل ﻜل ﻋﺒﺎﺭﺓ ﻤﻥ ﺤﻴﺙ ﻭﻀﻭﺤﻬﺎ ،ﺍﻨﺘﻤﺎﺌﻬﺎ ﻝﻠﻤﺤﻭﺭ ﻭﻜﺫﻝﻙ ﻤﻼﺀﻤﺘﻬﺎ ﻝﻠﻤﺘﻐﻴﺭ ﺍﻝﻤﺭﺍﺩ
ﻗﻴﺎﺴﻪ .
ﺍﻝﺠﺯﺀ ﺍﻷﻭل :ﺍﺨﺘﺒﺎﺭ ﺼﺩﻕ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ :ﻝﻡ ﻨﺴﺠل ﺍﺨﺘﻼﻑ ﻜﺒﻴﺭ ﻓﻲ ﺃﻫﻤﻴﺔ ﺍﻝﻨﻘﺎﻁ
ﺍﻝﻤﻤﺜﻠﺔ ﻝﻠﺒﻴﺎﻨﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ ﻤﻥ ﺤﻴﺙ ﺍﻝﺠﻨﺱ ،ﺍﻝﻌﻤﺭ ،ﺍﻷﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل ،ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﺩﻨﻴﺔ ،ﻭﻜﺫﻝﻙ
ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ،ﻝﺫﺍ ﺍﺤﺘﻔﻅﻨﺎ ﺒﺼﻴﻐﺘﻬﺎ ﺍﻷﻭﻝﻴﺔ.
ﺍﻝﺠﺯﺀ ﺍﻝﺜﺎﻨﻲ :ﺍﺨﺘﺒﺎﺭ ﺼﺩﻕ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﻘﻴﺎﺱ :ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﺒﺸﻜل ﻤﻔﺼل ﺤﺴﺏ ﻜل ﻤﺤﻭﺭ
ﺒﻨﺎﺀ ﻋﻠﻰ ﻤﻼﺤﻅﺎﺕ ﻤﺠﻤﻭﻋﺔ ﺍﻝﺨﺒﺭﺍﺀ.
ﻓﻴﻤﺎ ﻴﻠﻲ ﻨﺩﺭﺝ ﺃﻫﻡ ﺍﻝﻤﻼﺤﻅﺎﺕ ﺍﻝﻤﻘﺩﻤﺔ ﻤﻥ ﻁﺭﻑ ﻤﺠﻤﻭﻉ ﺍﻝﺨﺒﺭﺍﺀ ﺤﻭل ﻤﺤﻭﺭ ﺍﻝﻤﻜﺎﻓﺂﺕ
ﺍﻝﻤﺎﺩﻴﺔ:
) - (1ﻓﺅﺍﺩ ﺍﻝﺒﻬﻲ ﺍﻝﺴﻴﺩ ،ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻹﺤﺼﺎﺌﻲ ﻭﻗﻴﺎﺱ ﺍﻝﻌﻘل ﺍﻝﺒﺸﺭﻱ ،ﺩﺍﺭ ﺍﻝﻔﻜﺭ ﺍﻝﻌﺭﺒﻲ ﺍﻝﻘﺎﻫﺭﺓ ،ﺩﺱ ،ﺹ.404 :
)*( -ﺍﻨﻅﺭ ﺍﻝﻤﻠﺤﻕ ﺭﻗﻡ .02
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻤﻥ ﺨﻼل ﺍﻝﺠﺩﻭل ﻨﻼﺤﻅ ﺃﻥ ﻜل ﺍﻝﻌﺒﺎﺭﺍﺕ ﺫﺍﺕ ﺍﻨﺘﻤﺎﺀ ﻓﻌﻠﻲ ﻝﻠﻤﺤﻭﺭ ﺒﺎﻹﻀﺎﻓﺔ ﺇﻝﻰ ﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ
ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻴﺒﻘﻰ ﻭﻀﻭﺡ ﺍﻝﻌﺒﺎﺭﺓ ﻨﺴﺒﻴﺎ ﻭﻝﻴﺱ ﻜﻠﻴﺎ ،ﻓﺎﻝﻌﺒﺎﺭﺘﻴﻥ ﺭﻗﻡ .8-5ﻝﻡ ﻴﺠﻤﻊ
ﺍﻝﺨﺒﺭﺍﺀ ﻋﻠﻰ ﻭﻀﻭﺤﻬﺎ ﻓﻨﺠﺩ %80 ،%40ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻤﻥ ﺇﺠﻤﺎﻝﻲ ﺍﻝﺨﺒﺭﺍﺀ ﻴﻭﺍﻓﻘﻭﻥ ﻋﻠﻰ
ﻭﻀﻭﺤﻬﺎ ﻭﺒﺎﻗﻲ ﺍﻝﺨﺒﺭﺍﺀ ﻴﺭﻓﻀﻭﻥ ﻭﻀﻭﺤﻬﺎ ،ﻭﻝﻘﺩ ﺘﻡ ﺘﻌﺩﻴﻠﻬﺎ ﻝﺒﻠﻭﻍ ﺍﻝﻭﻀﻭﺡ ﻜﻤﺎ ﻴﻠﻲ :
ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -6-ﻴﺤﻘﻕ ﻝﻙ ﺃﺠﺭﻙ ﺍﻝﻤﻜﺎﻨﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﻤﺭﻤﻭﻗﺔ.
ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -8-ﺍﻝﺘﺭﻗﻴﺔ ﺘﺘﻡ ﻋﻠﻰ ﺃﺴﺎﺱ ﺍﻷﺩﺍﺀ ﻭﺍﻝﻜﻔﺎﺀﺓ ،ﻝﻡ ﻨﺤﺩﺙ ﺃﻱ ﺘﻐﻴﻴﺭ ﻨﻅﺭﺍ ﻝﻠﻨﺴﺒﺔ ﺍﻝﻜﺒﻴﺭﺓ
ﺍﻝﺘﻲ ﺘﺅﻜﺩ ﻭﻀﻭﺤﻬﺎ .
ﻭﻋﻠﻴﻪ ﻭﺒﺸﻜل ﻋﺎﻡ ،ﻋﺒﺎﺭﺍﺕ ﻤﺤﻭﺭ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ،ﻭﺍﻀﺤﺔ ﻭﻤﻨﺘﻤﻴﺔ ﻝﻠﻤﺤﻭﺭ ﻭﺫﺍﺕ ﺃﻫﻤﻴﺔ
ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺤﺴﺏ ﻤﺎ ﺘﻡ ﺘﻘﺩﻴﻤﻪ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
-ﺍﻝﻤﺤﻭﺭ ﺍﻝﺜﺎﻨﻲ :ﻅﺭﻭﻑ ﺍﻝﻌﻤل :ﻨﻭﻀﺢ ﻤﻼﺤﻅﺎﺕ ﺍﻷﺴﺎﺘﺫﺓ ﺍﻝﻤﺘﺨﺼﺼﻴﻥ ﺤﻭل ﻅﺭﻭﻑ ﺍﻝﻌﻤل
ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ :
ﻴﺘﻀﺢ ﻝﻨﺎ ﻤﻥ ﺍﻝﺠﺩﻭل ﺃﻥ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -6-ﻏﻴﺭ ﻭﺍﻀﺤﺔ ﺒﻨﺴﺒﺔ%80ﻤﻥ ﻤﻼﺤﻅﺎﺕ ﺍﻝﺨﺒﺭﺍﺀ
ﻭﺃﺠﻤﻊ ﺍﻝﻜل ﻋﻠﻰ ﻋﺩﻡ ﺍﻨﺘﻤﺎﺌﻬﺎ ﻝﻠﻤﺤﻭﺭ ﻭﻝﻴﺱ ﻝﻬﺎ ﺃﻫﻤﻴﺔ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺒﺎﻗﻲ ﺍﻝﻌﺒﺎﺭﺍﺕ
ﺘﺘﺼﻑ ﺒﺎﻝﻭﻀﻭﺡ ﻭﺍﻷﻫﻤﻴﺔ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﺘﺘﻼﺀﻡ ﻭﺍﻝﻤﺤﻭﺭ ﺍﻝﻤﻨﺘﻤﻴﺔ ﺇﻝﻴﻪ.
ﻭﻋﻠﻴﻪ ﻭﺤﺴﺏ ﻤﺎ ﺘﻡ ﺘﻘﺩﻴﻤﻪ ﺍﺴﺘﺒﻌﺩﻨﺎ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -6-ﻭﺍﻜﺘﻔﻴﻨﺎ ﺒﺎﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﺴﺕ ﺍﻷﺨﺭﻯ .
-ﺍﻝﻤﺤﻭﺭ ﺍﻝﺜﺎﻝﺙ :ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل :ﻤﻥ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -23-ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻷﺨﻴﺭﺓ ﻏﻴﺭ
ﻭﺍﻀﺤﺔ ﻭﺘﻡ ﺍﺴﺘﺒﺩﺍﻝﻬﺎ ﺒﺎﻝﻌﺒﺎﺭﺓ ﺍﻝﺘﺎﻝﻴﺔ :ﺍﺘﺼﺎﻝﻙ ﺒﺯﻤﻼﺌﻙ ﻴﻜﺴﺒﻙ ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻝﻌﻤل ،ﻭﺒﺎﻗﻲ ﺍﻝﻌﺒﺎﺭﺍﺕ
ﺘﺘﺼﻑ ﺇﻝﻰ ﺤﺩ ﻜﺒﻴﺭ ﺒﺎﻝﻭﻀﻭﺡ ﻭﺍﻷﻫﻤﻴﺔ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﻭﻜﺫﺍ ﺍﻨﺘﻤﺎﺌﻬﺎ ﻝﻠﻤﺤﻭﺭ.
ﻝﻘﺩ ﺠﺎﺀﺕ ﻤﻼﺤﻅﺎﺕ ﺍﻝﺨﺒﺭﺍﺀ ﻤﺭﻜﺯﺓ ﺒﺸﻜل ﻜﺒﻴﺭ ﻓﻲ ﻤﺩﻯ ﻭﻀﻭﺡ ﺍﻝﻌﺒﺎﺭﺓ ﻭﻫﺫﺍ ﻝﺩﻴﻪ ﺃﺜﺭ ﺒﺎﻝﻎ ﻓﻲ
ﺤﺼﻭﻝﻨﺎ ﻋﻠﻰ ﻨﺘﺎﺌﺞ ﺠﻴﺩﺓ ﻤﻥ ﺁﺭﺍﺀ ﺍﻝﻤﺒﺤﻭﺜﻴﻥ ،ﻓﻭﻀﻭﺡ ﺍﻝﻌﺒﺎﺭﺓ ﻴﺴﻬل ﺍﻝﻔﻬﻡ ﻭﻤﻥ ﺜﻤﺔ ﺍﻻﺨﺘﻴﺎﺭ ،ﻭﻫﺫﺍ
ﺤﺴﺏ ﻤﺎ ﻴﻭﻀﺤﻪ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎ ﺘﻡ ﻁﺭﺤﻪ ﻨﻘﺒل ﻜل ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﻝﻤﻨﺘﻤﻴﺔ ﻝﻬﺫﺍ ﺍﻝﻤﺤﻭﺭ ﻜﺠﺯﺀ ﻤﻥ ﺍﻝﻤﻘﻴﺎﺱ.
-ﺍﻝﻤﺤﻭﺭ ﺍﻝﺭﺍﺒﻊ :ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل :ﻤﺎ ﻴﻤﻴﺯ ﻤﻼﺤﻅﺎﺕ ﺍﻝﺨﺒﺭﺍﺀ ﻓﻲ ﺘﻘﻴﻴﻤﻬﻡ ﻝﻬﺫﺍ ﺍﻝﻤﺤﻭﺭ ﺍﻝﺘﺭﻜﻴﺯ ﻋﻠﻰ
ﻭﻀﻭﺡ ﺍﻝﻌﺒﺎﺭﺓ ﺒﺸﻜل ﻜﺒﻴﺭ ،ﻭﻫﺫﺍ ﻤﺎ ﻴﻭﻀﺤﻪ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺇﻥ % 40ﻤﻥ ﺍﻝﺨﺒﺭﺍﺀ ﻓﻘﻁ ﻴﻘﺭﻭﻥ ﻋﻠﻰ ﻭﻀﻭﺡ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻷﻭﻝﻰ ﻭﺒﺎﻗﻲ ﺍﻝﺨﺒﺭﺍﺀ ﻻ ﻴﻭﺍﻓﻘﻭﻥ
ﻋﻠﻰ ﻭﻀﻭﺤﻬﺎ ﻭﺤﺴﺏ ﻫﺫﺍ ﺍﻝﺭﺃﻱ ﻭﺠﺩﻨﺎ ﻓﻲ ﺘﻌﺩﻴﻠﻬﺎ ﻀﺭﻭﺭﺓ ﺤﺘﻤﻴﺔ ﻭﺘﻡ ﺘﺒﺴﻴﻁ ﺍﻝﺠﻤﻠﺔ ﻓﻲ ﻋﺒﺎﺭﺓ
ﻤﺨﺘﺼﺭﺓ ﻭﻭﺍﻀﺤﺔ ﻜﺎﻵﺘﻲ :ﻴﺴﻭﺩ ﺍﻝﺘﻌﺎﻭﻥ ﺍﻝﻤﺘﺒﺎﺩل ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ.
ﻜﻤﺎ ﺃﻥ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻝﺜﺎﻨﻴﺔ ﻓﻲ ﺼﻴﺎﻏﺘﻬﺎ ﻏﻴﺭ ﻭﺍﻀﺤﺔ ﺒﺎﻝﺸﻜل ﺍﻝﺠﻴﺩ ﺇﺫ %40ﻤﻥ ﺍﻝﺨﺒﺭﺍﺀ ﻴﺅﻜﺩﻭﻥ
ﻋﺩﻡ ﻭﻀﻭﺤﻬﺎ ،ﻭﻝﻘﺩ ﺃﺨﺫﻨﺎ ﺒﻌﻴﻥ ﺍﻻﻋﺘﺒﺎﺭ ﻤﻼﺤﻅﺎﺘﻬﻡ ﻭﺃﻋﻴﺩﺕ ﺼﻴﻐﺘﻬﺎ ﻋﻠﻰ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ :ﺯﻤﻼﺅﻙ
ﻴﻘﺩﺭﻭﻨﻙ ﻭﻴﺤﺘﺭﻤﻭﻨﻙ .
ﻭﻓﻴﻤﺎ ﻴﺨﺹ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻝﺜﺎﻝﺜﺔ ﻭﺤﺴﺏ ﻤﺎ ﺘﻡ ﺍﻝﺘﺼﺭﻴﺢ ﺒﻪ ﻤﺒﺎﺸﺭﺓ ﻤﻥ ﻁﺭﻑ ﺃﻏﻠﺒﻴﺔ ﺍﻝﺨﺒﺭﺍﺀ ﺃﻨﻬﺎ
ﺘﻌﺎﺩل ﻓﻲ ﻤﻀﻤﻭﻨﻬﺎ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -2-ﻝﺫﺍ ﺘﻡ ﺍﺴﺘﺒﻌﺎﺩﻫﺎ ﻤﻥ ﺍﻝﻤﺤﻭﺭ ،ﻜﻤﺎ ﺘﻡ ﺍﺴﺘﺒﻌﺎﺩ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ-7-
ﺍﻝﺘﻲ ﺃﻗﺭ ﺍﻝﺨﺒﺭﺍﺀ ﻋﻠﻰ ﻋﺩﻡ ﻭﻀﻭﺤﻬﺎ ﻭﻋﺩﻡ ﺍﻨﺘﻤﺎﺌﻬﺎ ﻝﻠﻤﺤﻭﺭ ،ﻜﻤﺎ ﺃﻨﻬﺎ ﻻ ﺘﺴﺎﻫﻡ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻋﻠﻴﻪ ﺃﺼﺒﺢ ﺍﻝﻤﺤﻭﺭ ﻴﺘﻀﻤﻥ 05ﻋﺒﺎﺭﺍﺕ ﻤﻌﺒﺭﺓ ﻋﻥ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل.
-ﺍﻝﻤﺤﻭﺭ ﺍﻝﺨﺎﻤﺱ :ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ :ﺇﻥ ﺍﻝﻤﻼﺤﻅﺎﺕ ﺍﻝﺘﻲ ﺃﺒﺩﺍﻫﺎ ﺍﻝﺨﺒﺭﺍﺀ ﻤﻭﻀﺤﺔ ﻓﻲ ﺍﻝﺠﺩﻭل
ﺍﻝﺘﺎﻝﻲ :
ﺠﺩﻭل ﺭﻗﻡ :-25-ﺍﺨﺘﺒﺎﺭ ﺼﺩﻕ ﻋﺒﺎﺭﺍﺕ ﻤﺤﻭﺭ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ.
ﻤﺩﻯ ﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ ﻗﻴﺎﺱ ﺍﻨﺘﻤﺎﺀ ﺍﻝﻌﺒﺎﺭﺓ ﻭﻀﻭﺡ
ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ
ﺍﻝﺭﻀﻰ ﺍﻝﻭﻅﻴﻔﻲ% ﻝﻠﻤﺤﻭﺭ% ﺍﻝﻌﺒﺎﺭﺓ%
100 100 100 -1ﻴﺸﺠﻌﻙ ﺍﻝﻤﺸﺭﻑ ﻋﻠﻰ ﻁﺭﺡ ﺁﺭﺍﺌﻙ
100 100 100 -2ﻨﻤﻁ ﺍﻹﺸﺭﺍﻑ ﺍﻝﻤﻁﺒﻕ ﻴﻨﺎﺴﺏ
100 100 80 -3ﻤﺸﺭﻓﻙ ﺘﺤﺼل ﻋﻠﻰ ﻤﻨﺼﺒﻪ ﺒﻜﻔﺎﺀﺓ
100 100 100 -4ﻤﺸﺭﻓﻙ ﻴﻜﺴﺒﻙ ﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻝﻌﻤل
100 100 100 -5ﻋﻼﻗﺘﻙ ﻤﻊ ﺍﻝﻤﺸﺭﻑ ﻭﺩﻴﺔ
100 100 80 -6ﻴﺜﻕ ﺍﻝﻤﺸﺭﻑ ﻓﻲ ﻗﺩﺭﺘﻙ ﻋﻠﻰ ﺃﺩﺍﺀ ﻋﻤﻠﻙ
100 100 80 -7ﻴﺘﻘﺒل ﺍﻝﻤﺸﺭﻑ ﻨﺼﻴﺤﺘﻙ.
100 100 80 -8ﻴﺘﻜﻔل ﺍﻝﻤﺸﺭﻑ ﺒﻜل ﺍﻨﺸﻐﺎﻻﺘﻙ
ﻓﻌﺎل ﺒﺸﻜل ﺒﺘﺩﺭﻴﺒﻙ ﺍﻝﻤﺸﺭﻑ -9ﻴﻘﻭﻡ
100 100 20
ﻭﺍﻹﻁﻼﻉ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﺴﺘﻴﻌﺎﺒﻙ
ـ ـ ـ -10ﻴﺘﻴﺢ ﻝﻙ ﺍﻝﻤﺸﺭﻑ ﻓﺭﺼﺔ ﺇﺒﺩﺍﺀ ﺍﻝﺭﺃﻱ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺤﺴﺏ ﻤﺎ ﻫﻭ ﻭﺍﺭﺩ ﺒﺎﻝﺠﺩﻭل ﺭﻗﻡ -25-ﺘﻡ ﺍﺴﺘﺒﻌﺎﺩ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -10-ﻜﻭﻨﻬﺎ ﺫﺍﺕ ﻨﻔﺱ
ﻤﺩﻝﻭل ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -1-ﺍﻝﺘﻲ ﺃﻗﺭ ﺍﻝﺨﺒﺭﺍﺀ ﺇﺠﻤﺎﻋﺎ ﻋﻠﻰ ﻭﻀﻭﺤﻬﺎ ﻭﻤﻼﺀﻤﺘﻬﺎ ﻝﻠﻤﺤﻭﺭ ﻭﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ
ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻌﺒﺎﺭﺓ ﺭﻗﻡ -9-ﻓﺤﺴﺏ ﻤﻼﺤﻅﺎﺕ ﺍﻝﺨﺒﺭﺍﺀ ﺍﺘﻀﺢ ﺃﻨﻬﺎ ﻭﺍﻀﺤﺔ
ﺒﻨﺴﺒﺔ ،%80ﻭﺘﻡ ﺘﻌﺩﻴﻠﻬﺎ ﻭﺍﺨﺘﺼﺎﺭﻫﺎ ﻓﻲ ﺠﺯﺀ ﻤﻥ ﺍﻝﻌﺒﺎﺭﺓ ﻜﺎﻝﺘﺎﻝﻲ ،ﻴﻘﻭﻡ ﺍﻝﻤﺸﺭﻑ ﺒﺘﺩﺭﻴﺒﻙ ﺒﺸﻜل
ﻓﻌﺎل ،ﻝﻴﺘﺴﻨﻰ ﻝﻠﻤﺒﺤﻭﺜﻴﻥ ﺍﻝﻔﻬﻡ ﻭﺍﻹﺠﺎﺒﺔ ،ﻭﺒﺎﻗﻲ ﺍﻝﻌﺒﺎﺭﺍﺕ ﺍﺘﺼﻔﺕ ﺇﻝﻰ ﺤﺩ ﻜﺒﻴﺭ ﺒﺎﻝﻭﻀﻭﺡ ،ﻭﺍﻨﺘﻤﺎﺌﻬﺎ
ﺍﻝﻔﻌﻠﻲ ﻝﻠﻤﺤﻭﺭ ﻭﺃﻫﻤﻴﺘﻬﺎ ﻜﺫﻝﻙ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ.
-ﺍﻝﻤﺤﻭﺭ ﺍﻝﺴﺎﺩﺱ :ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل :ﻴﺒﻴﻥ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ ﻤﺨﺘﻠﻑ ﺁﺭﺍﺀ ﻭﻤﻼﺤﻅﺎﺕ
ﺍﻝﺨﺒﺭﺍﺀ ﺤﻭل ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ،ﻓﻴﻤﺎ ﻴﺨﺹ ﻤﺩﻯ ﻤﻼﺀﻤﺘﻬﺎ ﻝﻠﻤﺤﻭﺭ ﻭﻭﻀﻭﺤﻬﺎ ﻭﻜﺫﻝﻙ ﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ
ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ.
ﺠﺩﻭل ﺭﻗﻡ :-26 -ﺍﺨﺘﺒﺎﺭ ﺼﺩﻕ ﻋﺒﺎﺭﺍﺕ ﻤﺤﻭﺭ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل .
ﻝﻘﺩ ﺘﻡ ﺍﺴﺘﺒﻌﺎﺩ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -7-ﻤﻥ ﺍﻝﻤﺤﻭﺭ ﻜﻭﻨﻬﺎ ﺘﻌﺎﺩل ﻓﻲ ﻤﻀﻤﻭﻨﻬﺎ ﺍﻝﻌﺒﺎﺭﺓ ﺭﻗﻡ -06-
ﻭﺫﻝﻙ ﺤﺴﺏ ﻤﺎ ﺼﺭﺡ ﺒﻪ ﻤﻥ ﻁﺭﻑ ﺍﻝﺒﻌﺽ ﻤﻥ ﺍﻝﺨﺒﺭﺍﺀ ،ﻭﺒﺎﻗﻲ ﺍﻝﻌﺒﺎﺭﺍﺕ ﻴﺅﻜﺩ ﺍﻝﺨﺒﺭﺍﺀ ﺒﻨﺴﺒﺔ
%100ﺒﺼﻔﺔ ﻋﺎﻤﺔ ﻋﻠﻰ ﻭﻀﻭﺤﻬﺎ ﻭﺍﻨﺘﻤﺎﺌﻬﺎ ﻝﻠﻤﺤﻭﺭ ﻭﺃﻫﻤﻴﺘﻬﺎ ﻓﻲ ﻗﻴﺎﺱ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ .
ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎ ﺘﻘﺩﻡ ﺘﻭﺼﻠﻨﺎ ﺇﻝﻰ 44ﻋﺒﺎﺭﺓ ﻤﺸﻜﻠﺔ ﻝﻠﻤﻘﻴﺎﺱ ﺍﻝﻨﻬﺎﺌﻲ .
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
-2-3-1-1ﺍﺨﺘﺒﺎﺭ ﺜﺒﺎﺕ ﺍﻝﻤﻘﻴﺎﺱ :ﻨﻅﺭ ﻝﻠﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺼﺩﻕ ﻭﺍﻝﺜﺒﺎﺕ ،ﻨﺠﺩ ﺃﻥ ﺍﻝﻤﺘﺨﺼﺼﻴﻥ
) *(
ﺘﻨﺒﺊ ﺒﺜﺒﺎﺘﻬﺎ ،ﻫﺫﺍ ﻤﺎ ﻴﻌﻜﺱ ﺃﻥ ﺘﺤﻘﻴﻕ ﺼﺩﻕ ﺍﻝﻤﻘﻴﺎﺱ ﻴﻌﻜﺱ ﺜﺒﺎﺘﻪ ﻴﺸﻴﺭﻭﻥ ﺇﻝﻰ ﺃﻥ ﺍﻷﺩﺍﺓ ﺍﻝﺼﺎﺩﻗﺔ
ﻋﻠﻰ ﺤﺩ ﻗﻭل ﻭﺘﺄﻜﻴﺩ ﺍﻝﻤﺨﺘﺼﻴﻥ) ،(1ﺇﻝﻰ ﺠﺎﻨﺏ ﺫﻝﻙ ﻨﺫﻜﺭ ﺃﻥ ﺍﻝﻤﻘﻴﺎﺱ ﺍﻝﺜﺎﺒﺕ ﻫﻭ ﺫﻝﻙ ﺍﻝﻤﻘﻴﺎﺱ ﺍﻝﺫﻱ
ﻴﻌﻁﻲ ﻨﻔﺱ ﺍﻝﻨﺘﺎﺌﺞ ﺇﺫﺍ ﻗﺎﺱ ﻨﻔﺱ ﺍﻝﺸﻲﺀ ﻤﺭﺓ ﺃﺨﺭﻯ ،ﻓﺎﻝﺜﺒﺎﺕ ﻫﻭ ﺍﻻﺘﺴﺎﻕ ﻓﻲ ﻨﺘﺎﺌﺞ ﺍﻷﺩﺍﺀ ﻫﺫﺍ ﻤﺎ
ﻴﻌﻜﺱ ﻝﻨﺎ ﺃﻥ ﺍﻝﺜﺒﺎﺕ ﻤﻥ ﺒﻴﻥ ﺍﻝﺨﻁﻭﺍﺕ ﺍﻝﻬﺎﻤﺔ ﻓﻲ ﺘﺼﻤﻴﻡ ﺍﻝﻤﻘﻴﺎﺱ .
ﻭﺘﻌﺘﻤﺩ ﺠﻤﻴﻊ ﻁﺭﻕ ﺤﺴﺎﺏ ﺍﻝﺜﺒﺎﺕ ﺍﻋﺘﻤﺎﺩﺍ ﻤﺒﺎﺸﺭﺍ ﻋﻠﻰ ﻤﻌﺎﻤﻼﺕ ﺍﻻﺭﺘﺒﺎﻁ ،ﻭﻨﺫﻜﺭ ﻤﻥ ﺒﻴﻥ
ﺍﻝﻁﺭﻕ ﺍﻝﻤﺴﺘﺨﺩﻤﺔ ﻤﺎ ﻴﻠﻲ):(2
-ﻁﺭﻴﻘﺔ ﺇﻋﺎﺩﺓ ﺍﻻﺨﺘﺒﺎﺭ .
-ﻁﺭﻴﻘﺔ ﺍﻝﺘﺠﺯﺌﺔ ﺍﻝﻨﺼﻔﻴﺔ.
-ﻁﺭﻴﻘﺔ ﺘﺤﻠﻴل ﺍﻝﺘﺒﺎﻴﻥ.
-ﻁﺭﻴﻘﺔ ﺍﻻﺨﺘﺒﺎﺭﺍﺕ ﺍﻝﻤﺘﻜﺎﻓﺌﺔ .
ﻭﻤﻥ ﺒﻴﻥ ﺍﻝﻁﺭﻕ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﺍﻋﺘﻤﺩﻨﺎ ﻋﻠﻰ ﻁﺭﻴﻘﺔ ﺇﻋﺎﺩﺓ ﺍﻻﺨﺘﻴﺎﺭ ،ﺃﻱ ﺘﻁﺒﻴﻕ ﺍﻷﺩﺍﺓ ﻭﺇﻋﺎﺩﺓ
ﺘﻁﺒﻴﻘﻬﺎ ﺒﻌﺩ ﻓﺘﺭﺓ ﺯﻤﻨﻴﺔ ﻗﺩﺭﻫﺎ 15ﻴﻭﻤﺎ ﺒﻬﺩﻑ ﺍﺴﺘﺒﻌﺎﺩ ﺃﺜﺭ ﺍﻝﺘﺫﻜﺭ ﻝﺩﻯ ﺍﻝﻤﺒﺤﻭﺜﻴﻥ ،ﻭﺘﻡ ﺫﻝﻙ ﺒﺎﺴﺘﺨﺩﺍﻡ
ﻋﻴﻨﺔ ﻗﺩﺭﺕ ﺏ 10ﺃﻓﺭﺍﺩ ﺴﺤﺒﺕ ﻋﺸﻭﺍﺌﻴﺎ ،ﻭﺍﺴﺘﺒﻌﺩﺕ ﻤﻥ ﻋﻴﻨﺔ ﺍﻝﺒﺤﺙ.
ﻭﻝﻠﺤﻜﻡ ﻋﻠﻰ ﻤﺩﻯ ﺜﺒﺎﺕ ﺍﻝﻤﻘﻴﺎﺱ ﺃﺨﺫﻨﺎ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ) (R=0.513ﻝﻠﻤﻘﺎﺭﻨﺔ ﺒﻴﻥ ﻤﻌﺎﻤﻼﺕ
ﺍﻻﺭﺘﺒﺎﻁ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻜﻭﻥ» :ﻨﺎﻨﻴﺎﻝﻲ Nanuallyﻴﻌﺘﺒﺭ ﺃﻥ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ R=0.513ﻤﻘﺒﻭﻻ
ﻓﻲ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺍﻻﺴﺘﻜﺸﺎﻓﻴﺔ«).(3
)*(-ﻫﺫﺍ ﺍﻝﺤﻜﻡ ﻴﺘﻁﻠﺏ ﺃﻥ ﻴﺘﻡ ﺩﺭﺍﺴﺔ ﺼﺩﻕ ﺍﻷﺩﺍﺓ ﺒﺈﺠﺭﺍﺀﺍﺕ ﺼﺎﺭﻤﺔ) ،ﺍﻝﺘﺩﻗﻴﻕ ﻓﻲ ﻋﻤﻠﻴﺔ ﺍﺨﺘﺒﺎﺭ ﺍﻝﺼﺩﻕ(.
)-(1ﻤﺤﻤﺩ ﺍﻝﻁﺎﻫﺭ ﺒﻭﻴﺎﻴﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.160 :
) -(2ﻓﺅﺍﺩ ﺍﻝﺒﻬﻲ ﺍﻝﺴﻴﺩ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.378 :
) -(3ﻤﺤﻤﺩ ﺍﻝﻁﺎﻫﺭ ﺒﻭﺒﺎﻴﺔ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.160 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺤﺴﺏ ﻤﺎ ﻴﻅﻬﺭﻩ ﺍﻝﺠﺩﻭل ﺃﻥ ﻤﻌﺎﻤﻼﺕ ﺍﻻﺭﺘﺒﺎﻁ ﻝﻜل ﺍﻝﻤﺤﺎﻭﺭ ﺘﻔﻭﻕ ﻗﻴﻤﺔ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﺍﻝﺫﻱ
ﻭﻀﻌﻪ ،R =0.513 nanuallyﻭﺒﺫﻝﻙ ﺘﻜﻭﻥ ﺍﻷﺩﺍﺓ ﺍﻝﻤﺴﺘﺨﺩﻤﺔ )ﻤﻘﻴﺎﺱ ﻝﻴﻜﺭﺕ (ﻤﺘﺼﻔﺔ ﺒﺎﻝﺜﺒﺎﺕ ﺃﻴﻥ
ﻴﺘﻡ ﺍﺴﺘﺨﺩﺍﻤﻬﺎ ﻓﻲ ﻓﺘﺭﺍﺕ ﺃﺨﺭﻯ .
ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎ ﺘﺤﺼﻠﻨﺎ ﻋﻠﻴﻪ ﻤﻥ ﻨﺘﺎﺌﺞ ﻓﻴﻤﺎ ﻴﺨﺹ ﺩﺭﺍﺴﺔ ﺨﺼﺎﺌﺹ ﺍﻝﻤﻘﻴﺎﺱ ﻤﻥ ﺤﻴﺙ ﺍﻝﺼﺩﻕ
ﻭﺍﻝﺜﺒﺎﺕ ﻨﻜﻭﻥ ﻗﺩ ﺘﻭﺼﻠﻨﺎ ﺇﻝﻰ ﺇﻋﺩﺍﺩ ﺍﻝﻤﻘﻴﺎﺱ ﺍﻝﻨﻬﺎﺌﻲ ﺍﻝﻤﺅﻫل ﻻﺴﺘﺨﺩﺍﻤﻪ ﻝﻠﻐﺭﺽ ﺍﻝﻤﻁﻠﻭﺏ ،ﻭﺍﻝﺫﻱ
ﺃﺼﺒﺢ ﻴﻀﻡ 43ﻋﺒﺎﺭﺓ ﻤﻭﺯﻋﺔ ﻋﻠﻰ ﻤﺨﺘﻠﻑ ﻤﺤﺎﻭﺭ ﺍﻝﻤﻘﻴﺎﺱ ،ﺘﻡ ﺘﻭﺯﻴﻌﻬﺎ ﻋﻠﻰ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ)**(.
ﻭﻝﻠﺤﻜﻡ ﻋﻠﻰ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻹﺤﺼﺎﺌﻴﺔ ﺨﺎﺼﺔ ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﺍﻝﺫﻱ ﻗﺩ ﻴﻌﻜﺱ ﺩﺭﺠﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ
ﺃﻭ ﺍﻝﻤﻌﺎﺭﻀﺔ ﺃﻭ ﺍﻝﺤﻴﺎﺩ ،ﻨﻠﺠﺄ ﺇﻝﻰ ﺘﺤﺩﻴﺩ ﻤﺠﺎﻻﺕ ﺍﻝﻤﻭﺍﻓﻘﺔ ﺒﻨﻭﻋﻴﻬﺎ ﻭﺍﻝﻤﻌﺎﺭﻀﺔ ﺒﻨﻭﻋﻴﻬﺎ ﻭﻜﺫﺍ ﻋﺩﻡ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
-ﺤﺴﺎﺏ ﺍﻝﻤﺩﻯ :ﻭﻴﻌﺒﺭ ﺍﻝﻤﺩﻯ ﻋﻥ ﺍﻝﻔﺭﻕ ﺒﻴﻥ ﺃﻜﺒﺭ ﻗﻴﻤﺔ ﻭﺃﺼﻐﺭ ﻗﻴﻤﺔ ﺤﺴﺏ ﺍﻝﻤﻌﻁﻴﺎﺕ
ﺍﻝﻤﺘﻭﻓﺭﺓ ﺍﻝﻤﺭﺍﺩ ﺘﺤﻠﻴﻠﻬﺎ ،ﻭﺤﺴﺏ ﻤﻘﻴﺎﺱ ﻝﻴﻜﺎﺭﺕ ﻴﻜﻭﻥ ﺍﻝﻤﺩﻯ ﻜﻤﺎﻴﻠﻲ:
-ﺤﺴﺎﺏ ﻁﻭل ﺍﻝﻤﺩﻯ :ﻫﻲ ﺘﻠﻙ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﻤﺩﻯ ﻭﻋﺩﺩ ﺍﻝﺩﺭﺠﺎﺕ ،ﻓﻴﻜﻭﻥ:
ﻭﻝﺘﺤﺩﻴﺩ ﺤﺩﻭﺩ ﺍﻝﻔﺌﺎﺕ ﻨﻀﻴﻑ ﻁﻭل ﺍﻝﻤﺩﻯ ) (0,8ﺇﻝﻰ ﺍﻝﻘﻴﻤﺔ ﺍﻝﺩﻨﻴﺎ ﻓﻲ ﺍﻝﻤﻘﻴﺎﺱ ﻝﺘﺤﺩﻴﺩ ﺍﻝﺤﺩ
ﺍﻷﻋﻠﻰ ﻝﻠﻔﺌﺔ ﺍﻷﻭﻝﻰ ،ﺍﻝﺫﻱ ﻴﻜﻭﻥ ﻫﻭ ﺍﻝﺤﺩ ﺍﻷﺩﻨﻰ ﻝﻠﻔﺌﺔ ﺍﻝﺜﺎﻨﻴﺔ ،ﻭﺒﺈﻀﺎﻓﺔ ﻝﻪ ﻁﻭل ﺍﻝﻤﺩﻯ ﻴﻜﻭﻥ ﺍﻝﺤﺩ
ﺍﻷﻋﻠﻰ ﻝﻠﻔﺌﺔ ﺍﻝﺜﺎﻨﻴﺔ ،ﻭﻨﻭﺍﺼل ﻋﻠﻰ ﻫﺫﺍ ﺍﻝﻤﻨﻭﺍل ﻝﺘﺤﺩﻴﺩ ﺍﻝﺤﺩﻭﺩ ﺍﻝﺩﻨﻴﺎ ﻭﺍﻝﻌﻠﻴﺎ ﻝﺒﺎﻗﻲ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺘﻲ
ﻨﻭﻀﺤﻬﺎ ﻜﻤﺎﻴﻠﻲ:
ﻤﻌﺎﺭﺽ ﺠﺩﺍ ][1,80-1 -ﺤﺩﻭﺩ ﺍﻝﻤﺠﺎل ﺍﻷﻭل:
][2,60-1,8 ﻤﻌﺎﺭﺽ -ﺤﺩﻭﺩ ﺍﻝﻤﺠﺎل ﺍﻝﺜﺎﻨﻲ:
][3,40-2,60 -ﺤﺩﻭﺩ ﺍﻝﻤﺠﺎل ﺍﻝﺜﺎﻝﺙ :ﻏﻴﺭ ﻤﺘﺄﻜﺩ
][4,20-3,40 -ﺤﺩﻭﺩ ﺍﻝﻤﺠﺎل ﺍﻝﺭﺍﺒﻊ :ﻤﻭﺍﻓﻕ
][5,00-4,20 -ﺤﺩﻭﺩ ﺍﻝﻤﺠﺎل ﺍﻝﺨﺎﻤﺱ :ﻤﻭﺍﻓﻕ ﺠﺩﺍ
-1-2-1ﺍﻝﺘﻜﺭﺍﺭﺍﺕ :ﺘﻬﺩﻑ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ﻭﺒﻌﺒﺎﺭﺓ ﺃﺩﻕ ﺍﻝﺘﻭﺯﻴﻊ ﺍﻝﺘﻜﺭﺍﺭﻱ ﺇﻝﻰ ﺘﺒﺴﻴﻁ ﺍﻝﻌﻤﻠﻴﺎﺕ
ﺍﻹﺤﺼﺎﺌﻴﺔ ،ﻭﺫﻝﻙ ﺒﺘﺒﻭﻴﺒﻬﺎ ﻓﻲ ﺼﻭﺭﺓ ﻤﻨﺎﺴﺒﺔ ﺤﺴﺏ ﻤﺎ ﻴﺘﻁﻠﺒﻪ ﺍﻝﺘﺤﻠﻴل ﻝﺘﻴﺴﻴﺭ ﺇﺠﺭﺍﺌﻬﺎ ﺒﺴﺭﻋﺔ ﻭﺩﻗﺔ
ﻭﺘﻡ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﺍﻝﺘﻭﺯﻴﻌﺎﺕ ﺍﻝﺘﻜﺭﺍﺭﻴﺔ ﻋﻨﺩ ﺘﺤﻠﻴل ﻤﺨﺘﻠﻑ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﺨﺎﺼﺔ ﺒﻤﺠﺘﻤﻊ ﻭﻋﻴﻨﺔ ﺍﻝﺒﺤﺙ
ﻭﻜﺫﻝﻙ ﻨﺘﺎﺌﺞ ﺒﻴﺎﻨﺎﺕ ﺍﻻﺴﺘﺒﻴﺎﻥ.
-2-2-1ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ :ﻭﻴﺤﺩﺩ ﻝﻨﺎ ﻤﺘﻭﺴﻁ ﺍﻝﺘﺭﺘﻴﺏ ﻝﻜل ﻋﺒﺎﺭﺓ ﻤﻥ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ .
)-(1ﻓﻬﻴﻤﺔ ﺒﺩﻴﺴﻲ ،ﺘﻔﻌﻴل ﻤﺩﺨل ﺍﻝﻨﻅﻡ ﻝﺘﺤﻘﻴﻕ ﺍﻝﺠﻭﺩﺓ ﺍﻝﺸﺎﻤﻠﺔ ،ﺃﻁﺭﻭﺤﺔ ﻤﻘﺩﻤﺔ ﻝﻨﻴل ﺸﻬﺎﺩﺓ ﺩﻜﺘﻭﺭﺍﻩ ﺩﻭﻝﺔ ﻓﻲ ﻋﻠﻭﻡ
ﺍﻝﺘﺴﻴﻴﺭ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭﻋﻠﻭﻡ ﺍﻝﺘﺴﻴﻴﺭ ،ﻗﺴﻨﻁﻴﻨﺔ ،2006 ،ﺹ.163:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
-4-2-1ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ :ﻜﻤﺎ ﺴﺒﻕ ﺍﻝﺫﻜﺭ ﺃﻥ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﻤﻥ ﺒﻴﻥ ﺃﻫﻡ ﺍﻝﻤﻌﺎﻤﻼﺕ ﺍﻝﻤﻌﺘﻤﺩ
ﻋﻠﻴﻬﺎ ﻓﻲ ﺩﺭﺍﺴﺔ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻤﺘﻐﻴﺭﻴﻥ ﻤﺎ ،ﺇﺫ ﻴﺤﺩﺩ ﻨﻭﻉ ﻭﺸﺩﺓ ﺍﻝﻌﻼﻗﺔ)*( ،ﻭﻗﺩ ﺘﻡ ﺍﺴﺘﺨﺩﺍﻤﻪ ﻝﺩﺭﺍﺴﺔ
ﺨﺎﺼﻴﺔ ﺜﺒﺎﺕ ﻤﻘﻴﺎﺱ ﻝﻴﻜﺭﺕ.
-6-2-1ﺍﺨﺘﺒﺎﺭ )ﻜﺎ :X² (2ﻭﻴﺴﺘﺨﺩﻡ ﻜﺎ 2ﻝﺤﺴﺎﺏ ﺩﻻﻝﺔ ﻓﺭﻭﻕ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ﻓﻲ ﺍﻹﺠﺎﺒﺎﺕ
ﻭﺍﻋﺘﻤﺩﻨﺎﻩ ﻻﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻷﻭﻝﻰ ﺍﻝﻤﻘﺩﻤﺔ ﻓﻲ ﺍﻝﺒﺤﺙ ،ﻭﺍﻝﻤﺘﻀﻤﻨﺔ ﻝـ 6ﻓﺭﻀﻴﺎﺕ ﻓﺭﻋﻴﺔ.
-7-2-1ﺍﻻﻨﺤﺭﺍﻑ ﺍﻝﻤﻌﻴﺎﺭﻱ :ﻴﻤﺜل ﺍﻨﺤﺭﺍﻑ ﺍﻝﻘﻴﻡ ﻋﻥ ﻤﺘﻭﺴﻁﻬﺎ ،ﻭﺘﻡ ﺍﺴﺘﺨﺩﺍﻤﻪ ﺒﺎﻝﻤﻭﺍﺯﺍﺓ ﻤﻊ
ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﻝﺘﺤﺩﻴﺩ ﺍﻨﺤﺭﺍﻓﺎﺕ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻥ ﻜل ﻋﺒﺎﺭﺓ ﺘﻀﻤﻨﻬﺎ ﺍﻝﻤﻘﻴﺎﺱ.
-8-2-1ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ :ﺘﻡ ﺍﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻜﺄﺤﺩ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻹﺤﺼﺎﺌﻴﺔ
ﻝﻤﻌﺭﻓﺔ ﻤﺴﺘﻭﻯ ﺍﻻﺨﺘﻼﻑ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻥ ﻜل ﻤﺤﻭﺭ.
-9-2-1ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ :ﻫﻭ ﺫﻝﻙ ﺍﻝﻤﻌﺎﻤل ﺍﻝﺫﻱ ﻭﻀﻌﻪ ﺒﻴﺭﺴﻭﻥ ﻝﻘﻴﺎﺱ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﺼﻔﺎﺕ
ﻏﻴﺭ ﺍﻝﻤﻘﺎﺴﺔ ،ﺃﻭ ﺒﻴﻥ ﺼﻔﺎﺕ ﺒﻌﻀﻬﺎ ﻴﻘﺎﺱ ﺒﺎﻷﺭﻗﺎﻡ ﻭﺒﻌﻀﻬﺎ ﻻ ﻴﻘﺎﺱ ،ﻭﻫﺫﺍ ﺍﻝﻤﻌﺎﻤل ﻴﺘﻭﺍﻓﻕ ﻭﺩﺭﺍﺴﺘﻨﺎ
ﺍﻝﺘﻲ ﺘﻤﻴﺯﻫﺎ ﺍﻝﺼﻔﺎﺕ ﻏﻴﺭ ﺍﻝﻤﻘﺎﺴﺔ ،ﻭﺘﻡ ﺍﺴﺘﺨﺩﺍﻤﻪ ﻝﺘﺤﺩﻴﺩ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﻝﻤﻔﺭﺩﺍﺕ
ﺍﻝﻌﻴﻨﺔ ﻭﻤﺴﺘﻭﻯ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ.
-2ﻋﻴﻨﺔ ﺍﻝﺒﺤﺙ:
ﻴﺘﻤﺜل ﻤﺠﺘﻤﻊ ﺍﻝﺩﺭﺍﺴﺔ ﻓﻲ ﻋﻤﺎل ﻤﻠﺒﻨﺔ ﻨﻭﻤﻴﺩﻴﺎ ﺒﺎﺨﺘﻼﻑ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺘﻲ ﻴﻨﺘﻤﻭﻥ ﺇﻝﻴﻬﺎ ]ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ،ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ[ ،ﻭﺇﺠﻤﺎﻝﻲ ﺍﻝﻌﺩﺩ ﺍﻝﺫﻱ ﻭﻗﻔﻨﺎ ﻋﻨﺩﻩ ﻝﺴﻨﺔ 2006ﻗﺩﺭ ﺒﺤﻭﺍﻝﻲ 242ﻋﺎﻤﻼ.
)*(-ﺘﺤﺩﺩ ﻨﻭﻉ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻤﺘﻐﻴﺭﻴﻥ ﻤﺎ ﻋﻠﻰ ﺃﺴﺎﺱ ﺇﺸﺎﺭﺓ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﻓﺈﺫﺍ ﻜﺎﻥ:
-ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﻤﻭﺠﺒﺎ ﻜﺎﻨﺕ ﺍﻝﻌﻼﻗﺔ ﻁﺭﺩﻴﺔ ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ.
-ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﺴﺎﻝﺒﺎ ﻜﺎﻨﺕ ﺍﻝﻌﻼﻗﺔ ﻋﻜﺴﻴﺔ ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ.
-ﺃﻤﺎ ﺸﺩﺓ ﺍﻝﻌﻼﻗﺔ ﻓﺘﺤﺩﺩ ﻭﻓﻘﺎ ﻝﻘﻴﻤﺔ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ ﻓﺎﺩﺍ ﻜﺎﻨﺕ ﻗﻴﻤﺔ ﻤﻌﺎﻤل ﺍﻻﺭﺘﺒﺎﻁ:
-ﺃﻜﺒﺭ ﻤﻥ 0,50ﻨﻘﻭل ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﻗﻭﻴﺔ ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ.
-ﺃﺼﻐﺭ ﻤﻥ 0,50ﻨﻘﻭل ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﻀﻌﻴﻔﺔ ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ.
-ﺘﺴﺎﻭﻱ 0,50ﻨﻘﻭل ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﻤﺘﻭﺴﻁﺔ ﺒﻴﻥ ﺍﻝﻤﺘﻐﻴﺭﻴﻥ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺃﻤﺎ ﻋﻴﻨﺔ ﺍﻝﺩﺭﺍﺴﺔ ﻓﻘﺩ ﺸﻤﻠﺕ ﻋﺩﺩ ﻤﻌﻴﻥ ﻤﻥ ﺍﻝﻤﺠﺘﻤﻊ ﻜﻜل ﻤﻌﺘﻤﺩﻴﻥ ﻓﻲ ﺘﺤﺩﻴﺩ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ
ﻁﺭﻴﻘﺔ ﺍﻝﻌﻴﻨﺔ ﺍﻝﻌﺸﻭﺍﺌﻴﺔ ﺍﻝﻁﺒﻘﻴﺔ* ،ﺃﻴﻥ ﺘﻡ ﺘﻘﺴﻴﻡ ﻤﺠﺘﻤﻊ ﺍﻝﺒﺤﺙ ﺇﻝﻰ ﺍﻝﻔﺌﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ ﺍﻝﺜﻼﺜﺔ )ﺍﻹﻁﺎﺭﺍﺕ
ﺍﻝﺘﺤﻜﻡ ،ﺍﻝﺘﻨﻔﻴﺫ( ،ﻭﻗﺩ ﺤﺠﻡ ﺍﻝﻌﻴﻨﺔ ﺍﻝﻜﻠﻴﺔ ﺒـ 51ﻤﻔﺭﺩﺓ ﺘﻡ ﺘﻭﺯﻴﻌﻬﺎ ﻜﺎﻴﻠﻲ:
19ﻋﺎﻤل ﺍﻹﻁﺎﺭﺍﺕ
19ﻋﺎﻤل ﺍﻝﺘﺤﻜﻡ
13ﻋﺎﻤل ﺍﻝﺘﻨﻔﻴﺫ
51 ﺍﻝﻤﺠﻤﻭﻉ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ
ﻭﻝﻠﻭﻗﻭﻑ ﻋﻨﺩ ﺘﺭﻜﻴﺒﺔ ﺍﻝﻌﻴﻨﺔ ﺨﺎﺼﺔ ﻭﺍﻝﻤﺠﺘﻤﻊ ﻋﺎﻤﺔ ﺍﺭﺘﺄﻴﻨﺎ ﻓﻲ ﺘﺤﻠﻴل ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ ﺍﻝﻤﺘﻤﺜﻠﺔ
ﻓﻲ) :ﺍﻝﺠﻨﺱ ،ﺍﻝﻌﻤﺭ ،ﺍﻝﺤﺎﻝﺔ ﺍﻝﻤﺩﻨﻴﺔ ،ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ،ﻭﺴﻨﻭﺍﺕ ﺍﻝﺨﺩﻤﺔ( ،ﻀﺭﻭﺭﺓ ﻻ ﺒﺩ ﻤﻨﻬﺎ.
)*(-ﻝﻤﺯﻴﺩ ﻤﻥ ﺍﻝﺘﻔﺼﻴل ﺤﻭل ﺘﻁﺒﻴﻕ ﺇﺠﺭﺍﺀﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﻁﺒﻘﻴﺔ .ﺍﺭﺠﻊ ﻝﻠﻤﺭﺠﻊ :ﺭﺸﻴﺩ ﺯﺭﻭﺍﺘﻲ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ
ﺹ.196 ،195 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻤﻥ ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﻨﺴﺒﺔ ﺍﻝﺫﻜﻭﺭ ﺘﻔﻭﻕ ﻨﺴﺒﺔ ﺍﻹﻨﺎﺙ ﺒﻤﻘﺩﺍﺭ %32ﻤﻥ ﺇﺠﻤـﺎﻝﻲ
ﺍﻝﻌﻴﻨﺔ ﺍﻝﻤﺨﺘﺎﺭﺓ ،ﻓﻘﺩﺭﺕ ﻨﺴﺒﺔ ﺍﻝﺫﻜﻭﺭ ﺒـ %66ﻭﻨﺴﺒﺔ ﺍﻹﻨﺎﺙ %34ﻨﻅﺭﺍ ﻻﺭﺘﻔﺎﻉ ﻨﺴﺒﺔ ﺍﻝﺫﻜﻭﺭ ﻓـﻲ
ﺍﻝﺘﻨﻔﻴﺫ ﻭﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻭﻝﻤﺯﻴﺩ ﻤﻥ ﺍﻹﻴﻀﺎﺡ ﻨﺩﺭﺝ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ :
النسبة %
90
80
70
60
50
40
30
20
10
0 الفئات
ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
ﺫﻜﺭ ﺃﻨﺜﻰ
ﻝﻘﺩ ﻗﺩﺭﺕ ﻨﺴﺒﺔ ﺍﻝﺫﻜﻭﺭ ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﺒـ %84,61ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 11ﻓﺭﺩ ﻋﺎﻤـل ﻭﺒﺎﻝﻤﻘﺎﺒـل ﻨﺠـﺩ
%15,38ﻤﺜﻠﺕ ﺍﻹﻨﺎﺙ ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل ﻋﺎﻤﻠﺘﻴﻥ .ﻭﻫﺫﺍ ﺭﺍﺠﻊ ﺇﻝﻰ ﺍﻨﺨﻔﺎﺽ ﺍﻹﻨﺎﺙ ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﻔﺌـﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺃﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻷﻋﻭﺍﻥ ﺍﻝﺘﺤﻜﻡ ﻓﺒﻠﻐﺕ ﻨﺴﺒﺔﺍﻝﺫﻜﻭﺭ % 61,11ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 11ﻓﺭﺩ ﻤﻥ ﺇﺠﻤـﺎﻝﻲ
ﺍﻝﻌﻴﻨﺔ ﺍﻝﻤﺨﺘﺎﺭﺓ ﻭﺒﺎﻝﻤﻘﺎﺒل ﻨﺠﺩ ﺍﻹﻨﺎﺙ ﺒﻨﺴﺒﺔ %38,88ﺒﻤﻘﺩﺍﺭ 7ﻋﺎﻤﻼﺕ ،ﻓﻲ ﺤﻴﻥ ﺴﺠﻠﻨﺎ %57,89
ﻤﻥ ﺍﻝﺫﻜﻭﺭ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ،ﻤﻘﺎﺒل %42,10ﻤﻥ ﺍﻹﻨﺎﺙ.
22 11 31,57 6 16,66 3 15,38 2 ﻤﻥ 29-20ﺴﻨﺔ
34 17 36,84 7 44,44 8 15,38 2 ﻤﻥ 39-30ﺴﻨﺔ
32 16 15,78 3 33,33 6 53,84 7 ﻤﻥ 49-40ﺴﻨﺔ
12 6 15,78 3 5,5 1 15,38 2 ﺃﻜﺜﺭ ﻤﻥ 49ﺴﻨﺔ
ﺍﻋﺘﻤﺎﺩﺍ ﻋﻠﻰ ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﻨﺠﺩ ﺃﻥ % 34ﻫﻲ ﺃﻋﻠﻰ ﻨﺴﺒﺔ ﻤﺜﻠﺕ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ ﻴﻘـل
ﻋﻤﺭﻫﻡ ﻋﻥ 40ﻭﻴﺯﻴﺩ ﻋﻥ 29ﺴﻨﺔ ،ﻭﻫﺫﺍ ﻴﺅﻜﺩ ﻝﻨﺎ ﺃﻥ ﺍﻷﻓﺭﺍﺩ ﻓﻲ ﻤﺜل ﻫﺫﻩ ﺍﻝﺤﺎﻝﺔ ﻫﻡ ﺒﺤﺎﺠﺔ ﻤﺎﺴﺔ
ﺇﻝﻰ ﺍﻝﺘﺤﻔﻴﺯ ﻤﻥ ﺃﺠل ﺍﻝﺒﺩل ﻭﺍﻝﻌﻁﺎﺀ ،ﻭﻨﺠﺩ ﻤﺎ ﻴﻌﺎﺩل % 32ﻤﻥ ﺍﻷﻓﺭﺍﺩ ﻴﻨﺘﻤﻭﻥ ﺇﻝـﻰ ﻓﺌـﺔ ﺍﻝﻌﻤـﺭ
49-40ﺴﻨﺔ ،ﻭﺃﺩﻨﻰ ﻨﺴﺒﺔ ﻤﺜﻠﺕ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﺘﺯﻴﺩ ﺃﻋﻤﺎﺭﻫﻡ ﻋﻥ 49ﺴﻨﺔ ﺒﻤﻌﺩل %12ﻤﻥ ﺇﺠﻤﺎﻝﻲ
ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﺃﻜﺜﺭ ﻓﻲ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
النسبة %
60
50
40
30
20
10
الفئات
0
فئة التنفيذ فئة التحكم فئة اإلطارات
ﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﺸﻜل ﺍﻝﻤﻘﺩﻡ ﻨﺠﺩ % 53,84ﺃﻋﻠﻰ ﻨﺴﺒﺔ ﻤﺜﻠﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﺍﻝﺘـﻲ ﻴﺯﻴـﺩ ﻋﻤـﺭ
ﺃﻓﺭﺍﺩﻫﺎ ﻋﻥ 39ﻭﻴﻘل ﻋﻥ 50ﺴﻨﺔ ،ﻭﻨﺠﺩﻫﺎ ﺜﺎﺒﺘﺔ ﺒﻘﻴﻤﺔ %15,38ﻓﻲ ﻓﺌﺔ ﺍﻝﻌﻤﺭ ﺍﻷﻭﻝـﻰ ﻭ ﺍﻝﺜﺎﻨﻴـﺔ
ﻭﺍﻝﺜﺎﻝﺜﺔ ﺒﻌﺩل ﻋﺎﻤﻠﻴﻥ ﻤﻥ ﺃﻓﺭﺍﺩ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ .
ﺃﻤﺎ ﻋﻥ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻓﻘﺩﺭﺕ ﺃﻋﻠﻰ ﻨﺴﺒﺔ ﺏ %44.44ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 8ﻋﻤﺎل ﻤﻥ ﺃﺼـل 18
ﻋﺎﻤل ﻴﺘﺭﺍﻭﺡ ﻋﻤﺭﻫﻡ ﺒﻴﻥ 39- 30ﺴﻨﺔ ،ﻭﺃﺩﻨﻰ ﻨﺴﺒﺔ ﺴﺠﻠﺕ ﻋﻨﺩ ﺍﻝﻔﺌﺔ ﺍﻝﻌﻤﺭﻴﺔ ﺍﻷﺨﻴـﺭﺓ ﺒﻤﻘـﺩﺍﺭ
.%5,5
ﻭﻨﺠﺩ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻤﺎ ﻴﻌﺎﺩل %36,84ﻤﻥ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻴﺘـﺭﺍﻭﺡ ﻋﻤـﺭﻫﻡ ﺒـﻴﻥ
39-30ﺴﻨﺔ ﻭﺜﺒﺎﺕ ﺍﻝﻨﺴﺒﺔ ﺒﻤﻘﺩﺍﺭ %15,78ﻓﻲ ﺍﻝﻔﺌﺘﻴﻥ ﺍﻷﺨﻴﺭﺘﻴﻥ ﻤﻥ ﺍﻝﻌﻤﺭ ﻭﻗﺎﺭﺒﺕ % 32ﻓﻲ
ﺍﻝﻔﺌﺔ ﺍﻷﻭﻝﻰ ﺍﻝﺘﻲ ﺘﻨﺤﺼﺭ ﻓﻲ ﺍﻝﻤﺠﺎل ] 29– 20ﺴﻨﺔ[ ﻭﻫﻲ ﻨﺴﺒﺔ ﻤﺭﺘﻔﻌﺔ ﻨﻭﻋﺎ ﻤﺎ ﻭﺫﻝﻙ ﺒﺎﻝﻤﻘﺎﺭﻨﺔ ﻤﻊ
ﺒﺎﻗﻲ ﺍﻝﻨﺴﺏ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺘﻤﺜل ﻨﺴﺒﺔ % 44ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﻏﻴﺭ ﺍﻝﻤﺘﺯﻭﺠﻴﻥ ،ﻭﺃﻋﻠﻰ ﻨﺴﺒﺔ ﺸﻤﻠﺕ ﺍﻷﻓـﺭﺍﺩ ﺍﻝﻤﺘـﺯﻭﺠﻴﻥ
ﻗﺩﺭﺕ ﺒـ %50ﺃﻱ ﻨﺼﻑ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ،ﻭ %2ﻤﻁﻠﻕ ﻭ % 4ﺃﺭﻤل ﻓﺎﻝﻌﻴﻨـﺔ ﺇﺫﻥ
ﺸﻤﻠﺕ ﺍﻝﺤﺎﻻﺕ ﺍﻝﻤﺩﻨﻴﺔ ﺍﻷﺭﺒﻌﺔ ﻭﻝﻠﺘﻭﻀﻴﺢ ﺃﻜﺜﺭ ﻨﺩﺭﺝ ﺍﻝﺸﻜل ﺍﻝﺘﺎﻝﻲ :
النسبة %
60
50
40
30
20
10
الفئات
0
فئة التنفيذ فئة التحكم فئة اإلطارات
أعزب متزوج مطلق أرمل
-192-
ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺤﺴﺏ ﻤﺎ ﻴﻭﻀﺤﻪ ﺍﻝﺸﻜل ﻗﺩﺭ ﻋﺩﺩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻤﺘﺯﻭﺠﻴﻥ 7ﺃﻓﺭﺍﺩ ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻭ 10ﺃﻓـﺭﺍﺩ
ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻭ 8ﺃﻓﺭﺍﺩ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻤﻥ ﺇﺠﻤﺎﻝﻲ ﻋﺩﺩ ﺃﻓﺭﺍﺩ ﻜل ﻓﺌﺔ ﻭﻨﺠﺩ 11ﻓﺭﺩ ﺃﻋﺯﺏ ﻓﻲ
ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﺒﻨﺴﺒﺔ %57,89ﻤﻥ ﺇﺠﻤﺎﻝﻲ 19ﻓﺭﺩ ،ﻭ 7ﺃﻓﺭﺍﺩ ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﺒﻨﺴﺒﺔ % 38,88
ﻤﻥ ﺇﺠﻤﺎﻝﻲ 18ﻓﺭﺩ ،ﻭ 4ﺃﻓﺭﺍﺩ ﺒﻨﺴﺒﺔ % 30,76ﻤﻥ ﺇﺠﻤﺎﻝﻲ 13ﻓﺭﺩ ،ﻭﺘﻨﻌﺩﻡ ﻓﺌﺔ ﺍﻝﻤﻁﻠﻘﻴﻥ ﻓـﻲ
ﻓﺌﺘﻲ ﺍﻝﺘﺤﻜﻡ ﻭﺍﻹﻁﺎﺭﺍﺕ ،ﻭﻨﺠﺩﻫﺎ ﻤﻨﺨﻔﻀﺔ ﺠﺩﺍ ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ،ﺃﻤﺎ ﺍﻷﺭﺍﻤل ﻓﻘﺩﺭﺕ ﻨﺴﺒﺘﻬﻡ ﺏ 5,55
%ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ،ﻭ % 7,69ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻭ ﺍﻨﻌﺩﻤﺕ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ.
ﺤﺴﺏ ﺍﻝﺒﻴﺎﻨﺎﺕ ﺍﻝﻭﺍﺭﺩﺓ ﻓﻲ ﺍﻝﺠﺩﻭل ﻨﺠﺩ ﺃﻥ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺠﺎﻤﻌﻲ ﻫﻭ ﺍﻝﺴﺎﺌﺩ ﻓﻲ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨـﺔ ﺇﺫ
ﻗﺩﺭﺕ ﻨﺴﺒﺘﻬﻡ %38ﻤﻥ ﺇﺠﻤﺎﻝﻲ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﻭﺘﺴﺎﻭﺕ ﻨﺴﺒﺔ ﺍﻝﻤﺴـﺘﻭﻯ ﺍﻻﺒﺘـﺩﺍﺌﻲ ﻭ ﺍﻝﺜـﺎﻨﻭﻱ
ﻭﻗﺩﺭﺕ ﺒـ % 22ﻭﻫﻲ ﻤﺭﺘﻔﻌﺔ ﻨﻭﻋﺎ ﻤﺎ ﻭﺁﺨﺭ ﻨﺴﺒﺔ ﺤﺴﺏ ﺍﻝﺘﺴﻠﺴل ﺍﻝﺘﻨﺎﺯﻝﻲ ﻨﺠﺩﻫﺎ ﺸﻤﻠﺕ ﺍﻷﻓﺭﺍﺩ
ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻤﺘﻭﺴﻁ ﺒﻤﻌﺩل % 8ﻤﻥ ﺇﺠﻤﺎﻝﻲ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ،ﻭﻝﻤﺯﻴﺩ ﻤﻥ ﺍﻝﺘﻭﻀﻴﺢ ﻨﺩﺭﺝ ﺍﻝﺸـﻜل
ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
النسبة %
80
70
60
50
40
30
20
10
0
فئة التنفيذ فئة التحكم فئة اإلطارات الفئات
ﺤﺴﺏ ﺍﻝﺸﻜل ﻭﺒﻤﻘﺎﺭﻨﺔ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺜﻼﺜﺔ ﻨﺠﺩ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﺍﻷﻭﻝﻰ ﻓﻲ ﺍﻝﺘﺭﺘﻴﺏ ﻤﻥ ﺤﻴـﺙ
ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﺇﺫ ﺒﻠﻐﺕ ﻨﺴﺒﺔ ﺍﻝﺠﺎﻤﻌﻴﻥ ﺒـ % 68,42ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 13ﻓﺭﺩ ﻤﻥ ﺒـﻴﻥ 19
ﻓﺭﺩ ﻭﻗﺩﺭﺕ ﺒـ % 33,33ﺃﻱ ﻤﺎ ﻴﻌﺎﺩل 6ﻋﻤﺎل ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ،ﺃﻤﺎ ﻓﻲ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﻬﻲ ﻤﻨﻌﺩﻤﺔ
ﻭﻤﻴﺯﻨﺎ ﺍﻨﻌﺩﺍﻡ ﻨﺴﺒﺔ ﺍﻷﻓﺭﺍﺩ ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻻﺒﺘﺩﺍﺌﻲ ﻭﺍﻝﻤﺘﻭﺴﻁ ﻓﻲ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ،ﻭﻋﻠﻴﻪ ﻴﻜﻭﻥ ﺃﻓﺭﺍﺩ
ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻤﻨﺤﺼﺭﻴﻥ ﻓﻲ ﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﺍﻷﻭﻝﻰ ﺍﻻﺒﺘﺩﺍﺌﻲ ﺒـ 10ﺃﻓﺭﺍﺩ ،ﺍﻝﻤﺘﻭﺴﻁ ﺒﻤﻌﺎﻤﻠﻴﻥ ﻭﺍﻝﺜـﺎﻨﻭﻱ
ﺒﻌﺎﻤل ﻭﺍﺤﺩ ،ﺃﻤﺎ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻓﻘﺩ ﺸﻤﻠﺕ ﻜل ﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﺤﺘﻰ ﺍﻝﺠﺎﻤﻌﻲ ﻤﻨﻬﺎ ،ﻭﺭﻏﻡ ﺫﻝﻙ ﻴﺒﻘﻰ ﺍﻝﻤﺴﺘﻭﻯ
ﻤﺘﺩﻨﻲ ﻨﻭﻋﺎ ﻤﺎ.
ﻭﻨﺩﺭﺝ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ ﻝﺘﻭﻀﻴﺢ ﺘﻭﺯﻴﻊ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺤﺴﺏ ﺴﻨﻭﺍﺕ ﺍﻝﺨﺩﻤﺔ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﻨﺴﺒﺔ% ﺍﻝﺘﻜﺭﺍﺭ ﺍﻝﻨﺴﺒﺔ %ﺍﻝﺘﻜﺭﺍﺭ ﺍﻝﻨﺴﺒﺔ %ﺍﻝﺘﻜﺭﺍﺭ ﺍﻝﻨﺴﺒﺔ %ﺍﻝﺘﻜﺭﺍﺭ ﺍﻷﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل
30 15 42,10 8 16,66 3 30,76 4 ﻤﻥ 4-1ﺴﻨﻭﺍﺕ
20 10 19,78 3 22,22 4 23,07 3 ﻤﻥ 9-5ﺴﻨﻭﺍﺕ
16 8 15,78 3 22,22 4 7,69 1 ﻤﻥ 14-10ﺴﻨﺔ
18 9 15,79 3 22,22 4 15,38 2 ﻤﻥ 20-15ﺴﻨﺔ
16 8 10,52 2 16,66 3 23,07 3 ﺃﻜﺜﺭ ﻤﻥ20ﺴﻨﺔ
ﻴﺒﻴﻥ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺃﻥ ﺃﻜﺒﺭ ﻨﺴﺒﺔ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻸﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل ﻗﺩﺭﺕ ﺒـ % 30ﻓﻲ ﺤﺩﻭﺩ ﺴـﻨﺔ
ﺇﻝﻰ ﺃﺭﺒﻌﺔ ﺴﻨﻭﺍﺕ ﻭﺫﻝﻙ ﻤﻥ ﺇﺠﻤﺎﻝﻲ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﺘﻠﻴﻬﺎ % 20ﺍﻝﺘﻲ ﺘﺤﺩﺩ ﺍﻷﻓـﺭﺍﺩ ﺍﻝـﺫﻴﻥ ﺘﺘـﺭﺍﻭﺡ
ﺃﻗﺩﻤﻴﺘﻬﻡ ﻤﺎ ﺒﻴﻥ 5ﺇﻝﻰ 9ﺴﻨﻭﺍﺕ ،ﺃﻤﺎ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﺘﺘﺭﺍﻭﺡ ﺃﻗﺩﻤﻴﺘﻬﻡ 20- 15ﺴﻨﺔ ،ﻓﻘﺩ ﻗـﺩﺭﺕ
ﻨﺴﺒﺘﻬﻡ ﺒـ % 18ﻭﺘﺴﺎﻭﺕ ﺍﻝﻨﺴﺒﺔ ﺒﻤﻌﺩل % 16ﻤﺎﺒﻴﻥ 10ﺇﻝﻰ 14ﺴﻨﺔ ﻭﺃﻜﺜﺭ ﻤﻥ 20ﺴﻨﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
النسبة %
45
40
35
30
25
20
15
10
5
0 الفئات
فئة التنفيذ فئة التحكم فئة اإلطارات
ﻭﺤﺴﺏ ﺍﻝﺸﻜل ﺍﻝﻤﻘﺩﻡ ﻓﺈﻥ ﺃﻗﺩﻤﻴﺔ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﻭﺒﺸﻜل ﻋﺎﻡ ﺘﺘﻤﺤﻭﺭ ﻓﻲ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻷﻭﻝﻰ ﺃﻱ ﻤﺎ
ﺒﻴﻥ ﺴﻨﺔ ﻭﺃﺭﺒﻊ ﺴﻨﻭﺍﺕ ،ﻭﻴﺒﺭﺯ ﺍﻝﺸﻜل ﺃﻥ 8ﺃﻓﺭﺍﺩ ﻤﻥ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻝﺩﻴﻬﻡ ﺃﻗﺩﻤﻴﺔ ﺘﺘﺭﺍﻭﺡ ﻤﺎ ﺒـﻴﻥ
ﺴﻨﺔ ﺇﻝﻰ ﺃﺭﺒﻊ ﺴﻨﻭﺍﺕ ﻭﺃﺩﻨﻰ ﻋﺩﺩ ﻗﺩﺭ ﺒﻌﺎﻤﻠﻴﻥ ﻤﻥ ﺇﺠﻤﺎﻝﻲ 19ﻋﺎﻤﻼ ﺘﺯﻴﺩ ﺃﻗﺩﻤﻴﺘﻬﻡ ﻋﻥ 20ﺴﻨﺔ.
ﻭﺍﻝﺒﺎﻗﻲ ﻴﺘﺭﺍﻭﺡ ﻓﻲ ﺍﻝﺴﻨﻭﺍﺕ ﺍﻝﻤﺘﺒﻘﻴﺔ ،ﺃﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻔﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻓﺒﻠﻎ ﻋﺩﺩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﺘﺘﺭﺍﻭﺡ ﺃﻗﺩﻤﻴﺘﻬﻡ
ﻤﺎ ﺒﻴﻥ ] 9-5ﻭ]]14، 10ﻭ] ] 20- 15ﺒـ 4ﺃﻓﺭﺍﺩ ﻝﻜل ﻤﺠﺎل ،ﻭﺃﺩﻨﻰ ﻋﺩﺩ ﺴﺠل ﻓﻲ ﺍﻝﻤﺠﺎﻝﻴﻥ
ﺍﻷﺨﻴﺭﻴﻥ ﺒﺘﻌﺩﺍﺩ 3ﻋﻤﺎل ﻝﻜل ﻤﺠﺎل .
ﻭﺒﺎﻝﻨﺴﺒﺔ ﻝﻔﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﺴﺠﻠﻨﺎ ﺃﻋﻠﻰ ﻋﺩﺩ ﻓﻲ ﺍﻝﻤﺠﺎل ﺍﻷﻭل ﺒـ 4ﻋﻤﺎل ﻤﻥ ﺇﺠﻤـﺎﻝﻲ 13ﻋـﺎﻤﻼ
ﻭﺃﺩﻨﺎﻩ ﺒﻌﺎﻤل ﻭﺍﺤﺩ ﻓﻲ ﺍﻝﻤﺠﺎل ﺍﻝﺜﺎﻝﺙ.
ﻓﺄﻤﺎﻡ ﺍﻝﺘﺤﻠﻴل ﺍﻝﻤﻘﺩﻡ ﺤﻭل ﺍﻝﺨﺼﺎﺌﺹ ﺍﻝﺸﺨﺼﻴﺔ ﻝﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﻨﺒﻴﻥ ﻓﻴﻤﺎ ﻴﻠﻲ ﻤﺩﻯ ﺘﺄﺜﻴﺭ
ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻘﺩﻤﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺭﻀﺎﻫﻡ ،ﻭﻤﺩﻯ ﺍﺭﺘﺒﺎﻁ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﺒﺎﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻴﺘﻀﺢ ﻝﻨﺎ ﻤﻥ ﺍﻝﺠﺩﻭل ﺭﻗﻡ - 34-ﺃﻥ ﻤﺘﻭﺴﻁﺎﺕ ﺍﻵﺭﺍﺀ ﺤﻭل ﻤﺨﺘﻠﻑ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ﺍﻷﻭل
ﺘﻨﺩﺭﺝ ﻀﻤﻥ ﺍﻝﻤﺠﺎﻻﺕ ﺍﻝﺜﻼﺜﺔ ﺍﻷﺨﻴﺭﺓ ﺃﻱ ﻤﺠﺎل ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ) ،(3,40 ،2,60ﺍﻝﻤﻌﺎﺭﻀﺔ
) ،(2,60 ،1,8ﻭﺍﻝﻤﻌﺎﺭﻀﺔ ﺍﻝﺸﺩﻴﺩﺓ ) (1,80 ،1ﺒﺎﺴﺘﺜﻨﺎﺀ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻝﺜﺎﻨﻴﺔ ﺍﻝﺘﻲ ﺘﻨﺹ ﻋﻠﻰ ﻋﺩﺍﻝﺔ ﺴﻴﺎﺴﺔ
ﺍﻷﺠﻭﺭ ﺇﺫ ﻗﺩﺭ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺍﺕ ﺍﻝﺘﺤﻜﻡ ﻋﻨﻬﺎ ﺒـ ،3,77ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﻌﻨﻲ ﻤﻭﺍﻓﻘﺘﻬﺎ
ﻋﻥ ﻋﺩﺍﻝﺔ ﺴﻴﺎﺴﺔ ﺍﻷﺠﻭﺭ ﺍﻝﻤﺘﺒﻌﺔ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ ﻭ ﻝﺘﻭﻀﻴﺢ ﺍﻝﻨﺘﺎﺌﺞ ﺒﺸﻜل ﺠﻴﺩ ﻨﻘﺩﻡ ﺍﻝﺘﺤﻠﻴل
ﺍﻝﺘﺎﻝﻲ:
ﻝﻘﺩ ﺠﺎﺀﺕ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺴﻠﺒﻴﺔ ﻭ ﻴﺅﻜﺩ ﻝﻨﺎ ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﺫﻝﻙ ﻓﻨﺠﺩ
ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻴﻌﺎﺭﻀﻭﻥ ﻋﻠﻰ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻬﻡ ﻓﻲ ﺘﺤﻘﻴﻘﻬﺎ
ﻝﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ ﺒﻤﺘﻭﺴﻁ ) ( 258 ، 2,6ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ) ( 1,12 ، 1,02ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻭﻓﻲ
ﺍﻝﻤﻘﺎﺒل ﻨﺠﺩ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻏﻴﺭ ﻤﺘﺄﻜﺩﺓ ﺃﻱ ﻋﻠﻰ ﺍﻝﺤﻴﺎﺩ ﺒﻤﺘﻭﺴﻁ ﻴﻤﺜل 2,83ﻭ ﻗﻴﻤﺔ 1,11
ﻜﺎﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺃﻤﺎ ﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺜﻼﺜﺔ ﻓﺘﻤﺜﻠﺕ ﻓﻲ) ( % 23,76 ،%23,82،%32,52
ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻭ ﻫﻲ ﻨﺴﺏ ﻤﻨﺨﻔﻀﺔ ﺇﺫﺍ ﻤﺎ ﻗﻭﺭﻨﺕ ﺒﻨﺴﺏ ﺍﻝﻤﻌﺎﺭﻀﺔ ﻭﺍﻝﺘﻲ ﻗﺩﺭﺕ ﺒـ )%53,59
(%50,22 ،%43,92ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻓﻲ ﺤﻴﻥ ﺠﺎﺀﺕ ﻨﺴﺏ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﺒﻘﻴﻤﺔ %17,32ﻭ %11,39
ﻭ %18,51ﻋﻠﻰ ﺍﻝﺘﻭﺍﻝﻲ.
ﻓﺤﺴﺏ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﻤﺘﺤﺼل ﻋﻠﻴﻬﺎ ﻨﺠﺩ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﻭ ﺒﺸﻜل ﻜﺒﻴﺭ ﻝﺩﻯ
ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﻓﻨﺴﺒﺔ ﺍﻝﺭﻀﺎ ﻤﻨﺨﻔﻀﺔ ﺒﺸﻜل ﻤﻌﺘﺒﺭ ﻋﻥ ﺘﻠﻙ ﺍﻝﻨﺴﺏ ﺍﻝﺘﻲ ﺘﻌﻜﺱ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ
ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﻫﺫﺍ ﻨﻼﺤﻅ ﻭﺠﻭﺩ ﺤﺎﻻﺕ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﺒﻨﺴﺏ ﻤﻨﺨﻔﻀﺔ ﻜﺫﻝﻙ.
ﺇﻥ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﺘﻲ ﺘﻘﺩﻤﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻝﻤﻭﺍﺭﺩﻫﺎ ﺍﻝﺒﺸﺭﻴﺔ ﻝﻡ ﺘﺅﺜﺭ ﺒﺸﻜل ﺇﻴﺠﺎﺒﻲ ﻓﻲ ﺘﺤﻘﻕ
ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ ﻭ ﺇﻨﻤﺎ ﻜﺎﻥ ﺃﺜﺭﻫﺎ ﺴﻠﺒﻴﺎ ﻓﻬﻡ ﻏﻴﺭ ﺭﺍﻀﻴﻥ ﻋﻥ ﺘﻠﻙ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﺘﻲ ﻝﻡ ﺘﺤﻘﻕ
ﻝﻬﻡ ﺍﻝﻤﻜﺎﻨﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﺍﻝﺘﻲ ﻴﺭﻏﺒﻭﻨﻬﺎ ﻭ ﻻ ﺘﻜﻔﻲ ﻝﺴﺩ ﺤﺎﺠﺎﺘﻬﻡ ﺍﻷﺴﺎﺴﻴﺔ ،ﻓﻬﻲ ﻻ ﺘﺘﻭﺍﻓﻕ ﻭ ﻤﺘﻁﻠﺒﺎﺕ
ﺍﻝﻤﻌﻴﺸﺔ .
ﺇﺫﻥ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﺒﺎﻋﺘﺒﺎﺭﻫﺎ ﺍﻝﻤﺤﻔﺯ ﺍﻷﻭل ﻓﻲ ﻨﻅﺭ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻝﻡ ﺘﺭﻕ ﺇﻝﻰ ﺍﻝﻤﺴﺘﻭﻯ
ﺍﻝﻤﻁﻠﻭﺏ ﻓﻲ ﺘﺄﺜﻴﺭﻫﺎ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭ ﻨﻌﻨﻲ ﺒﺫﻝﻙ ﻋﺩﻡ ﺇﺸﺒﺎﻋﻬﺎ ﻝﻠﺤﺎﺠﺎﺕ ﺍﻝﻤﻁﻠﻭﺒﺔ ﻭ ﺍﻝﻤﺘﺒﺎﻴﻨﺔ
ﻝﻸﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ.
ﺘﺭﺍﻭﺤﺕ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺒﻴﻥ ﺍﻻﻴﺠﺎﺒﻴﺔ ﻭ ﺍﻝﺴﻠﺒﻴﺔ ﺤﻭل ﻋﺒﺎﺭﺍﺕ ﻤﺤﻭﺭ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻝﺩﻯ
ﺍﻝﻌﻤل ،ﻭﺍﻝﺘﻬﻭﻴﺔ ﺴﺎﻋﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﻓﻨﺠﺩ ﺃﻓﺭﺍﺩ ﺍﻹﻁﺎﺭﺍﺕ ﻴﻭﺍﻓﻘﻭﻥ ﻋﻠﻰ ﻤﻼﺌﻤﺔ ﺘﻭﺯﻴﻊ
ﺍﻝﻤﺘﻭﻓﺭﺓ ﺒﻤﻜﺎﻥ ﺍﻝﻌﻤل ﺒﻤﺘﻭﺴﻁ ) (3,89 ،4,10ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻭﺍﻝﻤﻨﺩﺭﺝ ﻀﻤﻥ ﻤﺠﺎل ﺍﻝﻤﻭﺍﻓﻘﺔ
) (4,20 ،3,40ﺃﻤﺎ ﻤﺘﻭﺴﻁﺎﺕ ﺍﻵﺭﺍﺀ ﺍﻷﺨﺭﻯ ﻓﺘﻌﻜﺱ ﻝﻨﺎ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﻋﻥ ﺒﺎﻗﻲ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻭﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻓﺎﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﻭ ﺍﻝﻤﻘﺩﺭ ﺒﻘﻴﻤﺔ 3,46ﻭ ﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ 1,03ﻴﺅﻜﺩ ﻝﻨﺎ ﻋﻠﻰ ﺩﺭﺠﺔ
ﺍﻝﻤﻭﺍﻓﻘﺔ ﺍﻝﺘﻲ ﺘﺒﺩﻴﻬﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﺤﻭل ﻅﺭﻭﻑ ﺍﻝﻌﻤل ،ﻭ ﻝﻡ ﻨﺴﺠل ﺃﻱ ﻤﻌﺎﺭﻀﺔ.
ﻭﻨﺠﺩ ﺒﺎﻝﻤﻘﺎﺒل ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﺭﺍﻀﻭﻥ ﻋﻠﻰ ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ ﺍﻝﻤﺨﺼﺼﺔ ﻝﻬﻡ ﻭ ﻜﺫﺍ ﺘﻭﺯﻴﻊ
ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﺒﻤﺘﻭﺴﻁﻴﻥ ﻗﺩﺭﺍ ﺒـ )(3,83 ،3,77 ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻋﻠﻰ ﻤﺩﺍﺭ ﺍﻷﺴﺒﻭﻉ
) (0,78 ،1,22ﻭﺍﻝﻤﺘﻭﺴﻁﺎﺕ ﺍﻝﻤﺘﺒﻘﻴﺔ ﺍﺭﺘﻜﺯﺕ ﻓﻲ ﻤﺠﺎل ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ) ،(3,40 ،2,60ﻭﻗﻴﻤﺔ ﺍﻝﻤﺘﻭﺴﻁ
ﺍﻝﻌﺎﻡ ﺍﻝﺘﻲ ﺒﻠﻐﺕ 3,40ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ 1,09ﺘﺸﻴﺭ ﺇﻝﻰ ﺩﺭﺠﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﺇﻝﻰ ﺤﺩ ﻤﺎ ﻋﻥ ﻅﺭﻭﻑ
ﺍﻝﻌﻤل ﺍﻝﻤﺘﻭﻓﺭﺓ ﺒﺎﻝﻤﺅﺴﺴﺔ.
ﻭﻴﺅﻜﺩ ﻝﻨﺎ ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﺍﻝﻤﻘﺩﺭ ﺒـ 3,76ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ
1,18ﻋﻠﻰ ﻤﻭﺍﻓﻘﺘﻬﻡ ﻋﻥ ﺍﻝﺘﻬﻭﻴﺔ ﺍﻝﻤﺘﻭﻓﺭﺓ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ،ﻓﻲ ﺤﻴﻥ ﺒﺎﻗﻲ ﺍﻝﻤﺘﻭﺴﻁﺎﺕ ﺘﻌﻜﺱ ﺤﺎﻝﺔ
ﺍﻝﻤﻌﺎﺭﻀﺔ ﻭﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ،ﻭﻨﺠﺩ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﺍﻝﻤﻘﺩﺭ ﺒـ 2,68ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ 1,24ﻴﺒﻴﻥ
ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ.
ﻝﻘﺩ ﻜﺎﻨﺕ ﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻋﻠﻰ ﺍﻝﻨﺤﻭ ﺍﻝﺘﺎﻝﻲ % 64,02 :ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
%54,61ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ %29,17 ،ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ،ﺃﻤﺎ ﻨﺴﺒﺔ ﺍﻝﻤﻌﺎﺭﻀﺔ
ﻓﻘﺩﺭﺕ ﺒـ ) (%53,82 %26,84 ،%24,54ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ،ﻭﻫﺫﺍ ﻤﻘﺎﺒل )%18,51 ،%11,39
(%16,66ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻜﻨﺴﺏ ﻤﻌﺒﺭﺓ ﻋﻥ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ .
ﺇﻥ ﺍﻝﻨﺘﺎﺌﺞ ﺘﻌﻜﺱ ﻝﻨﺎ ﺍﻷﺜﺭ ﺍﻹﻴﺠﺎﺒﻲ ﺍﻝﺫﻱ ﺘﺤﺩﺜﻪ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻋﻠﻰ ﻨﻔﺴﻴﺔ ﺍﻝﻌﻤﺎل ﺍﻝﻤﺘﺠﺴﺩ ﻓﻲ
ﺤﺎﻝﺔ ﺭﻀﺎﻫﻡ ،ﻭ ﻫﺫﺍ ﻤﺎ ﺃﺜﺒﺘﺘﻪ ﻝﻨﺎ ﻤﻌﻁﻴﺎﺕ ﺍﻝﺘﺤﻠﻴل ﻓﻴﻤﺎ ﻴﺨﺹ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ ﺍﻝﺘﺤﻜﻡ ﻭ ﺇﺫﺍ
ﻜﺎﻥ ﺍﻷﺜﺭ ﻨﺴﺒﻲ ﻓﻴﺒﻘﻰ ﻝﻪ ﺩﻻﻝﺔ ﻋﻠﻰ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻤﺤﻘﻕ ،ﻓﻲ ﺤﻴﻥ ﻝﻡ ﺘﺤﺩﺙ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﺃﺜﺭ
ﺇﻴﺠﺎﺒﻲ ﻋﻠﻰ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﻬﻡ ﻏﻴﺭ ﺭﺍﻀﻴﻥ ﻋﻥ ﺘﻠﻙ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺴﺎﺌﺩﺓ ،ﻭﻗﺩ ﻨﺭﺠﻊ ﺍﻝﺴﺒﺏ
ﺇﻝﻰ ﻁﺒﻴﻌﺔ ﻋﻤﻠﻬﻡ ﺒﻌﺽ ﺍﻝﺸﻲﺀ ،ﻫﺫﺍ ﻻ ﻴﻤﻨﻊ ﻤﻥ ﺘﺤﺴﻴﻥ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻝﻤﺜل ﻫﺫﻩ ﺍﻝﻔﺌﺔ ﻤﺎ ﺃﻤﻜﻥ ﺫﻝﻙ.
ﻭﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -36-ﻤﺨﺘﻠﻑ ﺃﺭﺍﺀ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺤﻭل ﻤﺘﻐﻴﺭﺍﺕ ﺍﻻﺘﺼﺎل.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻭﻝﻘﺩ ﺠﺎﺀﺕ ﺍﻝﻤﺘﻭﺴﻁﺎﺕ ﺍﻝﺤﺴﺎﺒﻴﺔ ﻝﻤﺨﺘﻠﻑ ﺍﻹﺠﺎﺒﺎﺕ ﻀﻤﻥ ﻤﺠﺎل ﺍﻝﻤﻭﺍﻓﻘﺔ )(4,20 ،3,40
ﺒﺎﺴﺘﺜﻨﺎﺀ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻝﺜﺎﻨﻴﺔ ﺍﻝﺘﻲ ﺘﻨﺹ ﻋﻠﻰ ﺃﻥ ﻗﻨﻭﺍﺕ ﺍﻻﺘﺼﺎل ﺍﻝﺭﺴﻤﻴﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻭﺍﻀﺤﺔ ،ﻓﻜﺎﻥ ﻭﺴﻁﻬﺎ
ﺍﻝﺤﺴﺎﺒﻲ ﻤﻨﺩﺭﺝ ﻀﻤﻥ ﻤﺠﺎل ﻋﺩﻡ ﺍﻝﺘﺄﻜﻴﺩ ) ،(3,40 ،2,60ﻭﺫﻝﻙ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
ﻭﻋﻤﻭﻤﺎ ﻴﺅﻜﺩ ﻝﻨﺎ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﺍﻝﻤﻤﺜل ﺒﻘﻴﻤﺔ 3,51ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﻴﺼل ﺇﻝﻰ 1,15ﻋﻥ ﺩﺭﺠﺔ
ﺍﻝﻤﻭﺍﻓﻘﺔ ﺍﻝﺘﻲ ﺘﺒﺩﻴﻬﺎ ﻤﻔﺭﺩﺍﺕ ﺘﻠﻙ ﺍﻝﻔﺌﺔ ﺤﻭل ﻤﺘﻐﻴﺭﺍﺕ ﺍﻻﺘﺼﺎل.
ﻭﺒﺎﻝﻤﻘﺎﺒل ﻨﺠﺩ ﻜﺫﻝﻙ ﺃﻏﻠﺒﻴﺔ ﻤﺘﻭﺴﻁﺔ ﺍﻵﺭﺍﺀ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﺘﺘﻤﺤﻭﺭ ﻓﻲ ﻤﺠﺎل
ﺍﻝﻤﻭﺍﻓﻘﺔ ،ﺒﺎﺴﺘﺜﻨﺎﺀ ﺍﻝﻌﺒﺎﺭﺘﻴﻥ ﺍﻷﻭﻝﻰ ﻭ ﺍﻝﺜﺎﻨﻴﺔ ﺃﻴﻥ ﺴﺠﻠﻨﺎ ﻭﺴﻁ ﺤﺴﺎﺒﻲ ﻴﻨﺘﻤﻲ ﺇﻝﻰ ﻤﺠﺎل ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ
ﻭ ﻴﺸﻴﺭ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﻭ ﺍﻝﻤﻘﺩﺭ ﺒـ 3,62ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ 1,11ﺇﻝﻰ ﺤﺎﻝﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻋﻠﻰ ﻤﺘﻐﻴﺭﺍﺕ
ﺍﻻﺘﺼﺎل ﺒﺸﻜل ﻋﺎﻡ .
ﻓﻲ ﺤﻴﻥ ﻭﺠﺩﻨﺎ ﺭﺩﻭﺩ ﻓﻌل ﺇﻴﺠﺎﺒﻴﺔ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻤﻨﺤﺼﺭﺓ ﻓﻲ ﺍﻝﻌﺒﺎﺭﺘﻴﻥ ﺍﻷﺨﻴﺭﺘﻴﻥ
ﺒﻤﺘﻭﺴﻁ ﺤﺴﺎﺒﻲ ﻗﺩﺭﻩ 3,53ﻝﻜل ﻋﺒﺎﺭﺓ ،ﻭﺒﺎﻗﻲ ﺍﻝﻘﻴﻡ ﺍﻝﻤﻤﺜل ﻝﻠﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﺘﻤﺤﻭﺭﺕ ﻓﻲ ﻤﺠﺎل
ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ،ﻭ ﻴﺅﻜﺩ ﻝﻨﺎ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻜﻠﻲ ﺫﻝﻙ ﺇﺫ ﺒﻠﻎ 3,19ﺒﺎﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﻗﺩﺭﻩ ، 1,36ﺃﻱ ﺤﺎﻝﺔ
ﺍﻝﺤﻴﺎﺩ ﺍﻝﺘﺎﻡ .
ﺒﺎﻝﻨﺴﺒﺔ ﻝﻨﺴﺏ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻓﺘﺭﺍﻭﺤﺕ ﻤﺎ ﺒﻴﻥ %61,09 ،%63,14 ) :
( %46,13ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻓﻲ ﻤﻘﺎﺒل ﻨﺴﺏ ﺍﻝﻤﻌﺎﺭﻀﺔ ﺍﻝﺘﻲ ﺒﻠﻐﺕ %21,91ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ
ﺍﻹﻁﺎﺭﺍﺕ %21,29 ،ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻭ %30,75ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ،ﺃﻤﺎ ﻨﺴﺏ ﺍﻝﺤﻴﺎﺩ
ﻓﻜﺎﻨﺕ ) (% 17,58 ، %14,90ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ.
ﻭﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻭ ﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﻤﺘﻭﺼل ﺇﻝﻴﻬﺎ ﻤﻥ ﺨﻼل ﺍﻝﺘﺤﻠﻴل ﺍﻝﺴﺎﺒﻕ ،ﻨﻤﻴﺯ ﺫﻝﻙ ﺍﻷﺜﺭ
ﺍﻹﻴﺠﺎﺒﻲ ﺍﻝﺫﻱ ﻴﺤﺩﺜﻪ ﺍﻝﺤﺎﻓﺯ ﺍﻝﻤﻌﻨﻭﻱ )ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل( ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ
ﻭﺍﻝﺘﺤﻜﻡ ،ﻭﻴﺒﻘﻰ ﻫﺫﺍ ﺍﻷﺜﺭ ﻨﺴﺒﻲ ﻤﻘﺎﺒل ﺍﻝﻤﻌﺎﺭﻀﺔ ﺍﻝﻤﺴﺠﻠﺔ ،ﻓﻲ ﺤﻴﻥ ﻭ ﺠﺩﻨﺎ ﺍﻷﺜﺭ ﺴﻠﺒﻲ ﻝﺩﻯ
ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺘﻁﻠﺏ ﺇﻋﺎﺩﺓ ﺍﻝﻨﻅﺭ ﻓﻲ ﺴﻴﺎﺴﺔ ﺍﻻﺘﺼﺎل ﺒﺸﻜل ﻋﺎﻡ.
-4-1ﺘﺤﻠﻴل ﺃﺜﺭ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻋﻠﻰ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ:
ﺘﺅﻜﺩ ﻝﻨﺎ ﺩﺭﺍﺴﺔ " ﻫﺎﻭﺜﻭﺭﻥ" ﺃﻫﻤﻴﺔ ﺠﻤﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻭﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ﺒﻴﻥ ﺍﻷﻓﺭﺍﺩ ﻓﻲ ﻤﻴﺩﺍﻥ
ﺍﻝﻌﻤل ،ﻜﻤﺎ ﺃﻥ ﺃﻱ ﻓﺭﺩ ﻴﺭﻏﺏ ﻓﻲ ﺍﻻﻨﺘﻤﺎﺀ ﺇﻝﻰ ﺠﻤﺎﻋﺔ ﻋﻤل ﻤﻌﻴﻨﺔ ﺘﻜﻭﻥ ﺒﻤﺜﺎﺒﺔ ﺍﻝﻤﺩﻋﻡ ﻝﻪ ،ﻭ ﻫﺫﺍ ﻤﺎ
ﺠﺎﺀ ﻓﻲ ﻨﻅﺭﻴﺔ ﺍﻻﻨﺠﺎﺯ ﻝـ " " Meclellandﺇﺫ ﺘﻌﺘﺒﺭ ﺍﻝﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻻﻨﺘﻤﺎﺀ ﻤﻥ ﺒﻴﻥ ﺍﻝﺤﺎﺠﺎﺕ
ﺍﻷﺴﺎﺴﻴﺔ ﻝﻠﻔﺭﺩ ﺍﻝﺘﻲ ﺘﺠﻌﻠﻪ ﻴﺒﺤﺙ ﻋﻥ ﺘﻜﻭﻴﻥ ﻋﻼﻗﺎﺕ ﺼﺩﺍﻗﺔ ﺠﺩﻴﺩﺓ ﻤﻊ ﺃﻋﻀﺎﺀ ﺠﻤﺎﻋﺘﻪ ﺍﻷﻤﺭ ﺍﻝﺫﻱ
ﻴﺸﻌﺭﻩ ﺒﺎﻻﺭﺘﻴﺎﺡ ﻓﻴﺘﺤﻘﻕ ﺭﻀﺎﻩ ،ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﺘﻠﻙ ﺍﻷﻫﻤﻴﺔ ﻝﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻓﻲ ﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﻝﻠﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﻨﺤﺎﻭل ﺍﻝﻭﻗﻭﻑ ﻋﻥ ﺍﻷﺜﺭ ﺍﻝﺫﻱ ﺘﺤﺩﺜﻪ ﺘﻠﻙ ﺍﻝﺠﻤﺎﻋﺔ ﻋﻠﻰ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻤﻥ
ﺨﻼل ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺭﻗﻡ . - 37-
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -37-ﺃﻥ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻤﻭﺍﻓﻘﻭﻥ ﻋﻠﻰ ﻤﺎ ﺘﻭﻓﺭﻩ ﻝﻬﻡ ﺠﻤﺎﻋﺔ
ﺍﻝﻌﻤل ﻤﻥ ﺘﻌﺎﻭﻥ ﻤﺸﺘﺭﻙ ،ﻭﺍﻻﺤﺘﺭﺍﻡ ﻭﺍﻝﺘﻘﺩﻴﺭ ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﺠﻌﻠﻬﻡ ﻴﺤﺴﻭﻥ ﺒﺄﻨﻬﻡ ﺃﻋﻀﺎﺀ ﻓﻌﺎﻝﺔ ﻓﻲ ﺘﻠﻙ
ﺍﻝﺠﻤﺎﻋﺔ ﻭ ﻴﺅﻜﺩ ﻝﻨﺎ ﺫﻝﻙ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﺍﻝﻤﻨﺩﺭﺝ ﻀﻤﻥ ﻤﺠﺎل ﺍﻝﻤﻭﺍﻓﻘﺔ ) (4,20 ،3,40ﻭﺍﻝﻤﻘﺩﺭﺓ ﺒـ
3,68ﺒﺎﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﻗﺩﺭ ﺒـ . 1,09
ﻭﻨﻘﻑ ﻋﻨﺩ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﺍﻝﺘﻲ ﺘﺒﺩﻴﻬﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ،ﺇﺫ ﺒﻠﻎ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﻹﺠﺎﺒﺎﺘﻬﻡ
3,34ﺒﺎﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﻗﺩﺭ ﺒـ .1,10
ﺃﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﻴﺒﻴﻥ ﻝﻨﺎ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺍﻹﻴﺠﺎﺒﻴﺔ ﺍﻝﺘﻲ ﺃﺒﺩﺍﻫﺎ
ﺍﻷﻓﺭﺍﺩ ﺍﺘﺠﺎﻩ ﻤﺘﻐﻴﺭﺍﺕ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺇﺫ ﻗﺩﺭ ﺍﻝﻤﺘﻭﺴﻁ ﺒـ 3,41ﻭﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﺒﻠﻎ .1,23
ﺇﻥ ﺩﺭﺠﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ ﺍﻝﺘﻨﻔﻴﺫ ﺘﻌﻜﺴﻬﺎ ﻝﻨﺎ ﺍﻝﻨﺴﺏ ﺍﻝﺘﺎﻝﻴﺔ) %68,41
(% 53,83ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ،ﻓﻲ ﺤﻴﻥ ﻗﺩﺭﺕ ﻨﺴﺒﺔ ﺍﻝﻤﻌﺎﺭﻀﺔ ﻝﻜل ﻓﺌﺔ ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻤﺎ ﻴﻌﺎﺩل
) ،(% 33,83 ، %18,51ﻭﺍﻝﻤﻼﺤﻅ ﻭﺠﻭﺩ ﺤﺎﻻﺕ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﺒﻨﺴﺒﺔ ) (% 12,30 ،%12,62
ﻝﻜل ﻓﺌﺔ ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ،ﺃﻤﺎ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﻜﺎﻨﺕ ﺍﻝﻨﺴﺏ ﻋﻠﻰ ﺍﻝﻨﺤﻭ ﺍﻝﺘﺎﻝﻲ% 58,88 :
ﺘﻌﺒﻴﺭﺍ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ % 12,21 ،ﺘﻌﺒﻴﺭﺍ ﻋﻥ ﻋﺩﻡ ﺍﻝﺘﺄﻜﻴﺩ % 28,87 ،ﺘﻌﺒﻴﺭﺍ ﻋﻥ ﺍﻝﻤﻌﺎﺭﻀﺔ.
ﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻭﺇﻥ ﻜﺎﻨﺕ ﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻋﻠﻰ ﻤﺎ ﺘﻭﻓﺭﻩ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻤﺭﺘﻔﻌﺔ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ
ﺍﻝﻌﻴﻨﺔ ،ﻓﺎﻷﺜﺭ ﺍﻹﻴﺠﺎﺒﻲ ﻴﺒﻘﻰ ﻨﺴﺒﻲ ﻋﻠﻰ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ ﺇﺫﺍ ﻤﺎ ﻗﺎﺭﻨﺎﻫﺎ ﺒﻨﺴﺒﺔ ﺍﻝﻤﻌﺎﺭﻀﺔ
ﻭﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ،ﻓﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻻ ﺒﺩ ﺃﻥ ﺘﺭﻗﻰ ﺇﻝﻰ ﺘﺤﻘﻴﻕ ﺭﻀﺎ ﺃﻓﺭﺍﺩﻫﺎ .
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﻤﻼﺤﻅ ﻤﻥ ﺨﻼل ﺍﻝﺠﺩﻭل ﺍﻝﻤﻘﺩﻡ ﺭﻗﻡ - 38-ﻭﻗﻭﻉ ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﻀﻤﻥ ﻤﺠﺎل ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ
) (3,40 ،2,60ﻝﻤﺨﺘﻠﻑ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﺒﺎﺴﺘﺜﻨﺎﺀ ﺍﻝﻌﺒﺎﺭﺓ ﺍﻝﺜﺎﻝﺜﺔ ،ﺍﻝﺘﻲ ﺘﻨﺹ ﻋﻠﻰ ﺃﻥ
ﺍﻝﻤﺸﺭﻑ ﻗﺩ ﺘﺤﺼل ﻋﻠﻰ ﻤﻨﺼﺒﻪ ﺒﻜﻔﺎﺀﺓ ﻭ ﺍﻝﺫﻱ ﺃﻜﺩﺘﻪ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ .
ﺇﻥ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﺍﻝﻤﻘﺩﺭ ﺒـ ) (3,11 ،3,21 ،3,01ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻴﻌﻜﺱ ﻝﻨﺎ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ
ﺍﻝﺘﻲ ﺘﺒﺩﻴﻬﺎ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻜﻜل ،ﻭﻋﻠﻴﻪ ﺍﺘﺠﺎﻩ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻤﺤﺎﻴﺩ ﺒﻤﻌﻨﻰ ﻻ ﻫﻡ ﻤﻭﺍﻓﻘﻭﻥ ﻭﻻ ﻫﻡ
ﻤﻌﺎﺭﻀﻭﻥ ﺒﺸﻜل ﻭﺍﻀﺢ ﻋﻥ ﻤﺘﻐﻴﺭﺍﺕ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ.
ﻓﺠﺎﺀﺕ ﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻝﻜل ﻓﺌﺔ ﻜﺎﻝﺘﺎﻝﻲ % 44,43 :ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ%43,13 ،
ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻭ %41,86ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ،ﺃﻤﺎ ﺍﻝﻨﺴﺏ ﺍﻝﻤﻌﺒﺭﺓ ﻋﻥ ﺍﻝﻤﻌﺎﺭﻀﺔ
ﻓﻘﺩﺭﺕ ﺒـ ) (%43,59 ،%38,87 ،%40,72ﻝﻜل ﻓﺌﺔ ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ،ﻓﻲ ﺤﻴﻥ ﺴﺠﻠﻨﺎ ﻨﺴﺏ ﻋﺩﻡ
ﺍﻝﺘﺄﻜﺩ ﺒﻘﻴﻤﺔ % 15,19ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ %17,89ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ،ﻭ%14,52
ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ.
ﻤﺎ ﺘﺩل ﻋﻠﻴﻪ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﺴﺎﺒﻘﺔ ،ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﻋﻠﻰ ﻤﺨﺘﻠﻑ ﻤﺘﻐﻴﺭﺍﺕ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻝﺩﻯ
ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻜﻜل ،ﻭﺒﺎﻝﻨﻅﺭ ﺇﻝﻰ ﻨﺴﺏ ﺍﻝﻤﻌﺎﺭﻀﺔ ﻴﻤﻜﻨﻨﺎ ﺍﻝﺤﻜﻡ ﻋﻠﻰ ﺃﻥ ﺍﻷﺜﺭ ﺍﻝﺫﻱ ﺘﺤﺩﺜﻪ ﻁﺒﻴﻌﺔ
ﺍﻹﺸﺭﺍﻑ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺴﻠﺒﻲ -ﺇﻝﻰ ﺃﺒﻌﺩ ﺤﺩ ،-ﻤﻤﺎ ﻴﺘﻁﻠﺏ ﺇﻋﺎﺩﺓ ﺍﻝﻨﻅﺭ ﻓﻲ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ
ﻤﻥ ﺤﻴﺙ ﻨﻤﻁﻪ ﻭﻁﺭﻴﻘﺔ ﻤﻌﺎﻤﻠﺔ ﺍﻝﻤﺸﺭﻑ ﻝﻤﺭﺅﻭﺴﻴﻥ ،ﻭﺤﻘﻴﻘﺔ ﻭﺼﻭل ﺍﻝﻤﺸﺭﻑ ﺇﻝﻰ ﺫﻝﻙ ﺍﻝﻤﻨﺼﺏ
ﻭﻏﻴﺭﻫﺎ ﻤﻥ ﺍﻷﻤﻭﺭ ﺫﺍﺕ ﺍﻝﺼﻠﺔ ﺒﺎﻹﺸﺭﺍﻑ.
ﻭ ﻨﻭﻀﺢ ﻓﻴﻤﺎ ﻴﻠﻲ ﻤﺨﺘﻠﻑ ﺍﻵﺭﺍﺀ ﺍﻝﺫﻱ ﺃﺒﺩﺍﻫﺎ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ ﺤﻭل ﻤﺘﻐﻴﺭﺍﺕ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -39-ﺘﺒﻴﻥ ﻝﻨﺎ ﺃﻥ ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺒﺨﺼﻭﺹ
ﺒﻨﻭﺩ ﺍﻝﻤﺤﻭﺭ ﻋﻥ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﺘﺭﺍﻭﺡ ﺒﻴﻥ ﻗﻴﻡ ﺍﻝﻤﻌﺎﺭﻀﺔ ،ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﻭ ﺍﻝﻤﻭﺍﻓﻘﺔ ،ﺇﺫ ﺒﻠﻎ ﺍﻝﻤﺘﻭﺴﻁ
ﺍﻝﻌﺎﻡ 2,92ﺒﺎﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﻗﺩﺭ ﺒـ 1,43ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ
ﺍﻝﺘﺤﻜﻡ ﻓﻘﺩ ﺒﻠﻎ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﻹﺠﺎﺒﺎﺘﻬﻡ ﺒـ 2,68ﻭ ﺍﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ،1,23ﺃﻤﺎ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ
ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﻘﺩﺭ ﺍﻝﻤﺘﻭﺴﻁ ﺍﻝﻌﺎﻡ ﻝﻺﺠﺎﺒﺎﺕ ﺒـ 2,71ﺒﺎﻨﺤﺭﺍﻑ ﻤﻌﻴﺎﺭﻱ ﺒﻠﻎ 1,42ﻭﻗﻴﻡ ﺍﻝﻤﺘﻭﺴﻁﺎﺕ
ﺍﻝﺜﻼﺜﺔ ﻤﻨﺤﺼﺭﺓ ﻓﻲ ﻤﺠﺎل ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ).(3,40 – 2,60
ﻝﻘﺩ ﺒﻠﻐﺕ ﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﺍﻝﻤﻌﺒﺭﺓ ﻋﻥ ﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﺒـ% 42,83
ﻭ %30,94ﺒﺎﻝﻨﺴﺒﺔ ﻝﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﺃﻤﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻓﺒﻠﻐﺕ ﺍﻝﻨﺴﺒﺔ % 40,65ﻭﻓﻲ ﺍﻝﻤﻘﺎﺒل
ﺴﺠﻠﻨﺎ ﺍﻝﻨﺴﺏ ﺍﻝﺘﺎﻝﻴﺔ ﺍﻝﻤﻌﺒﺭﺓ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﻤﻌﺎﺭﻀﺔ ﺃﻱ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻝﻜل ﻓﺌﺔ ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ
) (% 50,54 ، % 30,95 ،% 46,59ﻭ ﻫﻲ ﻨﺴﺏ ﻤﺭﺘﻔﻌﺔ ﺇﺫﺍ ﻤﺎ ﻗﻭﺭﻨﺕ ﺒﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﻤﻤﺎ ﻴﺸﻴﺭ
ﺇﻝﻰ ﺩﺭﺠﺔ ﻤﻌﻴﻨﺔ ﻤﻥ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻥ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ،ﻭ ﺘﺒﻘﻰ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﻤﺘﻭﺍﺠﺩﺓ ﺒﻨﺴﺒﺔ
%10,52ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ %15,07 ،ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻭ ﺃﺨﻴﺭﺍ %8,78ﻝﺩﻯ
ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ،ﺇﻝﻰ ﺠﺎﻨﺏ ﻫﺫﺍ ،ﻨﺠﺩ ﻨﺴﺏ ﻋﺩﻡ ﺍﻝﺘﺄﻜﺩ ﺍﻝﺘﻲ ﺒﻠﻐﺕ %15,07 ،%10,52
%8,78ﻝﻜل ﻓﺌﺔ ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ.
ﻭﺤﺴﺏ ﻤﺎ ﻭﺭﺩ ﻤﻥ ﻨﺘﺎﺌﺞ ﻓﺘﺄﺜﻴﺭ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﻋﻠﻰ ﺭﻀﺎ ﺍﻷﻓﺭﺍﺩ ﺴﻠﺒﻲ ﻭ ﻝﻴﺱ ﺇﻴﺠﺎﺒﻲ ﻭﻋﻠﻴﻪ
ﻴﺴﺘﺩﻋﻲ ﺍﻷﻤﺭ ﻤﻥ ﺍﻝﻤﺅﺴﺴﺔ ﺇﻋﺎﺩﺓ ﺍﻝﻨﻅﺭ ﻓﻲ ﺘﻨﻅﻴﻡ ﺍﻝﻌﻤل.
ﺘﻌﺩﺩﺕ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻠﻌﺎﻤﻠﻴﻥ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺇﺫ ﺸﻤﻠﺕ ﺍﻝﻤﺎﺩﻴﺔ ﻤﻨﻬﺎ ﻭ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻭ ﺤﺴﺏ
ﺍﻝﺘﺤﺎﻝﻴل ﺍﻝﺴﺎﺒﻕ ﻁﺭﺤﻬﺎ ﻭ ﺠﺩﻨﺎ ﺍﺨﺘﻼﻑ ﻓﻲ ﺩﺭﺠﺔ ﺍﻝﺘﺄﺜﻴﺭ ﺍﻝﺫﻱ ﺘﺤﺩﺜﻪ ﻤﺜل ﺘﻠﻙ ﺍﻝﺤﻭﺍﻓﺯ ﻋﻠﻰ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل ﻓﺎﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﻜﺎﻥ ﺘﺄﺜﻴﺭﻫﺎ ﺴﻠﺒﻴﺎ ﺒﺸﻜل ﻭﺍﻀﺢ ﺠﺩﺍ ،ﻭ ﺠﺎﺀ ﺍﻝﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻴﺎ ﻓﻴﻤﺎ
ﻴﺨﺹ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻋﻠﻰ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ ﺍﻝﺘﺤﻜﻡ ﻝﻨﺠﺩﻩ ﺴﻠﺒﻴﺎ ﻋﻠﻰ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ
ﺍﻝﺘﻨﻔﻴﺫ.
ﺇﻥ ﺍﻻﺘﺼﺎل ﺃﺜﺭ ﻭﺒﺸﻜل ﺇﻴﺠﺎﺒﻲ ﻓﻲ ﺘﺤﻘﻕ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭﺍﻝﺘﻨﻔﻴﺫ ،ﻭﺇﻥ ﻜﺎﻥ ﺫﻝﻙ
ﻨﺴﺒﻴﺎ ﻨﻭﻋﺎ ﻤﺎ ،ﻭﺠﺎﺀ ﺍﻝﺘﺄﺜﻴﺭ ﺴﻠﺒﻴﺎ ﻋﻠﻰ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ.
ﻝﻘﺩ ﺘﺒﺎﻴﻥ ﺘﺄﺜﻴﺭ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻋﻠﻰ ﺭﻀﺎ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﻓﻨﺠﺩﻩ ﺘﺄﺜﻴﺭﺍ ﺇﻴﺠﺎﺒﻴﺎ ﻋﻠﻰ ﺭﻀﺎ
ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻭ ﺍﻝﺘﻨﻔﻴﺫ ﻭ ﻴﺒﻘﻰ ﺍﻝﺘﺄﺜﻴﺭ ﻨﺴﺒﻴﺎ ﺭﻏﻡ ﺘﻭﺍﺠﺩﻩ ،ﻭ ﻝﻡ ﻴﺘﺤﻘﻕ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ
ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻓﺠﺎﺀ ﺍﻝﺘﺄﺜﻴﺭ ﺴﻠﺒﻲ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ.
ﻭﺒﺎﻝﻨﺴﺒﺔ ﻝﻜل ﻤﻥ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻭﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ،ﻭﺒﺎﻝﺭﻏﻡ ﻤﻥ ﻨﺴﺒﺔ ﺍﻝﻤﻭﺍﻓﻘﺔ ﺍﻝﺘﻲ ﺃﺒﺩﺘﻬﺎ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ،ﺇﻻ ﺃﻥ ﺍﻷﺜﺭ ﺍﻝﻤﻤﺎﺭﺱ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺠﺎﺀ ﺴﻠﺒﻴﺎ ﻨﻅﺭﺍ ﻝﻨﺴﺏ ﺍﻝﻤﻌﺎﺭﻀﺔ
ﺍﻝﻤﺭﺘﻔﻌﺔ.
ﻋﻠﻰ ﺍﻝﻌﻤﻭﻡ ﻝﻡ ﺘﺤﻘﻕ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻁﺒﻘﺔ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺍﻝﻘﺩﺭ ﺍﻝﻜﺎﻓﻲ ﻤﻥ ﺍﻹﺸﺒﺎﻉ ﻝﻠﺤﺎﺠﺎﺕ ﺍﻝﺘﻲ
ﻴﺭﻏﺏ ﻓﻴﻬﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺴﻭﺍﺀ ﻜﺎﻨﺕ ﺤﺎﺠﺎﺕ ﻤﺎﺩﻴﺔ ﻜﺘﻠﺒﻴﺔ ﻤﺘﻁﻠﺒﺎﺕ ﺍﻝﻤﻌﻴﺸﺔ ،ﺃﻭ ﻤﻌﻨﻭﻴﺔ ﻜﺎﻝﺸﻌﻭﺭ
ﺒﺎﻻﺤﺘﺭﺍﻡ ﻭﺘﺤﻘﻴﻕ ﺍﻝﺫﺍﺕ..ﺍﻝﺦ ،ﻭﻋﻠﻴﻪ ﻓﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﺫﻱ ﺘﺒﻴﻨﻪ ﻝﻨﺎ ﺍﻝﻨﺘﺎﺌﺞ ﻫﻭ ﺭﻀﺎ ﺠﺯﺌﻲ ﻭﻝﻴﺱ
ﻜﻠﻲ ﻭﻨﺴﺒﻲ ﺇﻝﻰ ﺃﺒﻌﺩ ﺤﺩ.
-2ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ:
ﻝﻠﺘﺄﻜﺩ ﻤﻥ ﻤﺼﺩﺍﻗﻴﺔ ﺍﻹﺠﺎﺒﺎﺕ ﺍﻝﻤﻘﺩﻤﺔ ﺤﻭل ﻤﺨﺘﻠﻑ ﺍﻝﺒﻨﻭﺩ ﺍﻝﻤﺸﻜﻠﺔ ﻝﻠﻤﻘﻴﺎﺱ ﺍﻝﺘﻲ ﺃﺒﺩﺍﻫﺎ ﺃﻓﺭﺍﺩ ﺍﻝﻌﻴﻨﺔ
ﺘﻡ ﺍﺴﺘﺨﺩﺍﻡ ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻜﻤﺅﺸﺭ ﺇﺤﺼﺎﺌﻲ ﻝﻠﺩﻻﻝﺔ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻻﺨﺘﻼﻑ ﺒﻴﻥ ﺍﻹﺠﺎﺒﺎﺕ ﺍﻝﻤﻘﺩﻤﺔ
ﺍﺘﺠﺎﻩ ﻋﺒﺎﺭﺍﺕ ﻜل ﺍﻝﻤﺤﺎﻭﺭ ﺍﻝﻤﺸﻜﻠﺔ ﻝﻠﻤﻘﻴﺎﺱ ﻭﺫﻝﻙ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻜل ﻓﺌﺔ ،ﻤﻌﺘﻤﺩﻴﻥ ﻓﻲ ﺫﻝﻙ ﻋﻠﻰ ﺍﻝﻘﺎﻨﻭﻥ
ﺍﻝﺘﺎﻝﻲ ):(1
CV % = δ / x
ﻭ ﻗﻴﻤﺔ CV%ﻫﻲ ﺍﻝﺘﻲ ﺘﺤﺩﺩ ﻤﺎ ﺇﺫﺍ ﻜﺎﻥ ﻫﻨﺎﻙ ﺘﺒﺎﻴﻥ ﻤﻥ ﻋﺩﻤﻪ ﺒﻴﻥ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ،ﻓﺈﺫﺍ ﻝﻡ ﺘﺘﻌﺩ
ﻗﻴﻤﺔ % 50 CV%ﻴﻌﻨﻲ ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺒﺎﻴﻥ ﻜﺒﻴﺭ ﺒﻴﻥ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ) ،(2ﻭﺍﻝﻌﻜﺱ ﺼﺤﻴﺢ ،ﺃﻱ ﺇﺫﺍ
ﺘﺠﺎﻭﺯﺕ ﻗﻴﻤﺔ CV%ﻤﺴﺘﻭﻯ %50ﺩل ﺫﻝﻙ ﻋﻠﻰ ﻭﺠﻭﺩ ﺘﺒﺎﻴﻥ ﻜﺒﻴﺭ ﺒﻴﻥ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ.
)(1
- Crristihn Marmuse, Des aides a la décision; Frènaud Nathan, 2eme édition 1983 , p :38
-2ﻓﻬﻴﻤﺔ ﺒﺩﻴﺴﻲ :ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.203 :
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ :-40-ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ
ﻴﺘﻀﻤﻥ ﺍﻝﺠﺩﻭل ﺭﻗﻡ - 40-ﺍﻝﻭﺴﻁ ﺍﻝﺤﺴﺎﺒﻲ ،ﺍﻻﻨﺤﺭﺍﻑ ﺍﻝﻤﻌﻴﺎﺭﻱ ﻭﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ
ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ﻋﻥ ﻜل ﻤﺤﻭﺭ ﻤﻥ ﻤﺤﺎﻭﺭ ﺍﻝﺩﺭﺍﺴﺔ ،ﻓﻠﻡ ﺘﺘﻌﺩ ﻗﻴﻤﺔ ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ
ﻤﺴﺘﻭﻯ % 50ﻤﻤﺎ ﻴﺩل ﻋﻠﻰ ﻋﺩﻡ ﻭ ﺠﻭﺩ ﺘﺒﺎﻴﻥ ﻜﺒﻴﺭ ﺒﻴﻥ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ،ﻭ ﺴﺠﻠﻨﺎ ﺃﻋﻠﻰ ﻗﻴﻤﺔ ﻝـ CV%
ﺒﺎﻝﻨﺴﺒﺔ ﻝﻺﺠﺎﺒﺔ ﻋﻥ ﺒﻨﻭﺩ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﺇﺫ ﺒﻠﻎ ، % 49,15ﻭﺃﺩﻨﻰ ﻗﻴﻤﺔ ﻝـ CV%ﺘﻀﻤﻨﺘﻬﺎ
ﺍﻹﺠﺎﺒﺎﺕ ﻋﻥ ﺒﻨﻭﺩ ﻤﺤﻭﺭ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺒﻤﻘﺩﺍﺭ .%30,35
-2-2ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ:
ﻭﻨﻭﻀﺢ ﺫﻝﻙ ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ - 41 -ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺭﻗﻡ - 41 -ﺃﻥ ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ﻋﻥ ﻜل
ﻤﺤﻭﺭ ﻝﻡ ﻴﺼل ﺇﻝﻰ ﻤﺴﺘﻭﻯ %50ﻤﻤﺎ ﻴﺩل ﻋﻠﻰ ﻋﺩﻡ ﻭ ﺠﻭﺩ ﺘﺒﺎﻴﻥ ﻜﺒﻴﺭ ﺒﻴﻥ ﺘﻜﺭﺍﺭﺍﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻔﺌﺔ
ﻭﺃﻋﻠﻰ ﻤﻌﺩل ﻝﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻗﺩﺭ ﺒـ % 46,15ﺒﺎﻝﻨﺴﺒﺔ ﻝﻺﺠﺎﺒﺔ ﻋﻥ ﺒﻨﻭﺩ ﻤﺤﻭﺭ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل
ﻭﺃﺩﻨﻰ ﻤﻌﺩل ﻝﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻗﺩﺭ ﺒـ %30,59ﺒﺎﻝﻨﺴﺒﺔ ﻝﻺﺠﺎﺒﺔ ﻋﻥ ﺒﻨﻭﺩ ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل ﻭﺒﺎﻗﻲ
ﺍﻝﻤﻌﺩﻻﺕ ﺍﻨﺤﺼﺭﺕ ﻓﻲ ﺍﻝﻤﺠﺎل ] [ 40,16– 32,81ﺒﺎﻝﻨﺴﺒﺔ ﻝﻜل ﻤﻥ ﻤﺤﻭﺭ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ
ﻅﺭﻭﻑ ﺍﻝﻌﻤل ،ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻭﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻭ ﻤﺎ ﺘﻤﻴﺯﻩ ﻫﺫﻩ ﺍﻝﻤﻌﺎﻤﻼﺕ ﺩﺭﺠﺔ ﺍﻝﺘﻭﺍﻓﻕ ﻓﻲ
ﺍﻹﺠﺎﺒﺎﺕ ﻭﺍﺴﺘﺒﻌﺎﺩ ﺃﺜﺭ ﺍﻝﺼﺩﻓﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ - 42-ﻤﻌﺎﻤل ﺍﻻﺨﺘﻼﻑ ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻋﻥ ﺩﺭﺠﺔ ﺍﻝﺭﻀﺎ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ
ﻭﻋﻤﻭﻤﺎ ﺠﺎﺀﺕ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻤﺘﻭﺍﻓﻘﺔ ﻤﻊ ﺒﻌﻀﻬﺎ ﺍﻝﺒﻌﺽ ،ﺒﺎﺴﺘﺜﻨﺎﺀ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ
ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ ﻋﻥ ﻋﺒﺎﺭﺍﺕ ﻤﺤﻭﺭ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل.
ﺍﺨﺘﺒﺎﺭ ﻜﺎ :2ﺍﻋﺘﻤﺩﻨﺎ ﻜﺎ 2ﻻﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻷﻭﻝﻰ ﻭ ﻓﺭﻀﻴﺎﺘﻬﺎ ﺍﻝﻔﺭﻋﻴﺔ ﻤﻊ ﺒﻌﺽ
ﺍﻹﺠﺭﺍﺀﺍﺕ ﺍﻝﺘﻲ ﻨﻭﻀﺤﻬﺎ ﻋﻠﻰ ﺍﻝﻨﺤﻭ ﺍﻝﺘﺎﻝﻲ:
-ﺘﻡ ﻀﻡ ﺍﻝﻌﺒﺎﺭﺘﻴﻥ " ﻤﻭﺍﻓﻕ ﻭ ﻤﻭﺍﻓﻕ ﺠﺩﺍ" ﻓﻲ ﻋﺒﺎﺭﺓ ﻭﺍﺤﺩﺓ ﺘﻌﻜﺱ ﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ.
-ﺘﻡ ﻀﻡ ﺍﻝﻌﺒﺎﺭﺘﻴﻥ " ﻤﻌﺎﺭﺽ ﻭ ﻤﻌﺎﺭﺽ ﺠﺩﺍ" ﻓﻲ ﻋﺒﺎﺭﺓ ﻭﺍﺤﺩﺓ ﺘﻌﻜﺱ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ.
-ﺘﻡ ﺍﻝﺤﻔﺎﻅ ﻋﻠﻰ ﺍﻝﻌﺒﺎﺭﺓ " ﻏﻴﺭ ﻤﺘﺄﻜﺩ" ﻭ ﺍﻝﺘﻲ ﺘﻌﻜﺱ ﺤﺎﻝﺔ ﺍﻝﺤﻴﺎﺩ .
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎﺴﺒﻕ ﺘﺼﻨﻑ ﺍﻝﻤﺘﻐﻴﺭﺍﺕ ﺒﺸﻜل ﻤﺼﻔﻭﻓﺔ ﻤﺭﺒﻌﺔ ﺘﻀﻡ ﺍﻝﻔﺌﺎﺕ ﺍﻝﻤﻬﻨﻴﺔ ﺍﻝﺜﻼﺜﺔ
ﻋﻤﻭﺩﻴﺎ ) ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ،ﻓﺌﺔ ﺍﻝﺘﺤﻜﻡ ،ﻓﺌﺔ ﺍﻝﺘﻨﻔﻴﺫ( ﺃﻤﺎ ﺃﻓﻘﻴﺎ ﻓﺘﺸﻤل ﺍﻝﺤﺎﻻﺕ ﺍﻝﺜﻼﺜﺔ )ﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ
ﺍﻝﺤﻴﺎﺩ ،ﻋﺩﻡ ﺍﻝﺭﻀﺎ(.
ﻭﻝﻤﻌﺭﻓﺔ ﺍﻝﺩﻻﻝﺔ ﺍﻹﺤﺼﺎﺌﻴﺔ ﻝﻠﻔﺭﻭﻕ ﺒﻴﻥ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺜﻼﺜﺔ ﻋﻥ ﻜل ﺒﻨﺩ ﺘﻡ ﺘﻁﺒﻴﻕ ﺍﻝﻘﺎﻨﻭﻥ ﺍﻝﺘﺎﻝﻲ):(1
( X − X i )²
∑ = X²
Xi
ﺤﻴﺙ : x2 :ﻗﻴﻤﺔ ﻤﻌﺎﻤل ﻜﺎ. 2
: xﺍﻝﺘﻜﺭﺍﺭ ﺍﻝﻤﺸﺎﻫﺩ.
: xiﺍﻝﺘﻜﺭﺍﺭ ﺍﻝﻤﺘﻭﻗﻊ ،ﻭﻴﻌﻁﻰ ﺒﺎﻝﻘﺎﻨﻭﻥ ﺍﻝﺘﺎﻝﻲ:
= Xi
) (∑ y )(∑ y i
N
ﺤﻴﺙ :y :ﻤﺠﻤﻭﻉ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ﺃﻓﻘﻴﺎ.
:Yiﻤﺠﻤﻭﻉ ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ﻋﻤﻭﺩﻴﺎ.
:Nﺤﺠﻡ ﺍﻝﻌﻴﻨﺔ.
ﻭﺤﺴﺏ ﻤﻜﻭﻨﺎﺕ ﺍﻝﻤﺼﻔﻭﻓﺔ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﺘﻜﻭﻥ ﺩﺭﺠﺔ ﺍﻝﺤﺭﻴﺔ ﻜﻤﺎ ﻴﻠﻲ:
ﺩﺭﺠﺔ ﺍﻝﺤﺭﻴﺔ = )04=(1-3 ) (1-3
ﻭﻤﻥ ﺍﻝﺠﺩﻭل ﺍﻹﺤﺼﺎﺌﻲ ﺘﻜﻭﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﻜﻤﺎ ﻴﻠﻲ:
2
ﻗﻴﻤﺔ ﻜﺎ ﺩﺭﺠﺔ ﺍﻝﺤﺭﻴﺔ ﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ
9.488 04 0.05
ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ :ﻭﺍﻋﺘﻤﺩﻨﺎﻩ ﻻﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻝﺜﺎﻨﻴﺔ ﻭ ﻓﺭﻀﻴﺎﺘﻬﺎ ﺍﻝﻔﺭﻋﻴﺔ ،ﻭﺘﻡ
ﺘﻁﺒﻴﻕ ﺍﻝﻘﺎﻨﻭﻥ ﺍﻝﺘﺎﻝﻲ):(2
C = k −n
k
)*( -ﻝﻤﺯﻴﺩ ﻤﻥ ﺍﻹﻴﻀﺎﺡ ﺍﺭﺠﻊ ﺇﻝﻰ :ﻓﺅﺍﺩ ﺍﻝﺒﻬﻲ ﺍﻝﺴﻴﺩ ،ﻤﺭﺠﻊ ﺴﺒﻕ ﺫﻜﺭﻩ ،ﺹ.372 :
) -(1ﻤﻭﺴﻰ ﻋﺒﺩ ﺍﻝﻨﺎﺼﺭ ،ﻨﻅﺎﻡ ﻤﻘﺘﺭﺡ ﻝﺘﻘﻴﻴﻡ ﺃﺩﺍﺀ ﺍﻷﻓﺭﺍﺩ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺭﺴﺎﻝﺔ ﺩﻜﺘﻭﺭﺍﻩ ﻓﻲ ﻋﻠﻭﻡ
ﺍﻝﺘﺴﻴﻴﺭ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭ ﻋﻠﻭﻡ ﺍﻝﺘﺴﻴﻴﺭ ،ﺠﺎﻤﻌﺔ ﺒﺎﺠﻲ ﻤﺨﺘﺎﺭ ،ﻋﻨﺎﺒﺔ ، 2005 ،ﺹ. 101 :
) -(2ﺸﺭﻴﻑ ﺸﻁﻴﺒﻲ ،ﻤﺤﺎﻀﺭﺍﺕ ﻓﻲ ﺍﻹﺤﺼﺎﺀ ﺍﻝﻭﺼﻔﻲ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ ،2002ﺹ.130 ،129:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
Fi 2
∑= K
Ft
: Ftﺘﻤﺜل ﺍﻝﺘﻜﺭﺍﺭﺍﺕ ﺍﻝﻨﻅﺭﻴﺔ ﺍﻝﺘﻲ ﻜﺎﻥ ﺒﺘﻭﻗﻊ ﻝﻬﺎ ﺃﻥ ﺘﻤﺜل ﻓﻲ ﻜل ﺨﺎﻨﺔ ﻝﻭ ﻜﺎﻨﺕ ﺍﻝﺨﺎﻨﺎﺕ ﺘﻤﻸ
ﺒﻨﺴﺒﺔ ﻤﺠﺎﻤﻴﻊ ﺍﻷﺴﻁﺭ ﻭﺍﻷﻋﻤﺩﺓ ،ﺃﻱ ﺒﺎﻻﻋﺘﻤﺎﺩ ﻋﻠﻰ ﻤﺒﺩﺃ ﺍﻝﺘﻨﺎﺴﺏ ﻭ ﺘﻌﻁﻰ ﺒﺎﻝﻘﺎﻨﻭﻥ ﺍﻝﺘﺎﻝﻲ:
= Ft
) (∑F )(∑F
i j
∑F ij
-1-1-3ﺍﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻷﻭﻝﻰ :ﺘﻨﺹ ﻫﺫﻩ ﺍﻝﻔﺭﻀﻴﺔ ﻋﻠﻰ"ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ ﺍﻴﺠﺎﺒﻲ
ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل"ﻭﺒﺎﻝﺭﺠﻭﻉ ﺇﻝﻰ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -43-ﺍﻝﻤﺘﻀﻤﻥ ﻝﻠﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ
ﻝﻤﻌﺎﻤﻼﺕ ﻜﺎ 2ﻝﻜل ﻋﺒﺎﺭﺓ ﻤﻥ ﻋﺒﺎﺭﺍﺕ ﻤﺤﻭﺭ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ،ﻨﺠﺩ ﺃﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﻝﻠﻌﺒﺎﺭﺓ ﺍﻷﻭﻝﻰ
ﻭﺍﻝﺜﺎﻨﻴﺔ ﻗﺩﺭﺕ ﺒـ 9,86 ،18,60ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﺃﻜﺒﺭ ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﻝـ ﻜﺎ 2ﺍﻝﻤﻘﺩﺭﺓ ﺒـ9,488
ﻋﻨﺩ ﺩﺭﺠﺔ ﺤﺭﻴﺔ 04ﻭﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ 0,05ﻤﻤﺎ ﻴﺩل ﻋﻠﻰ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺒﻴﻥ
ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺜﻼﺜﺔ ﻋﻠﻰ ﺘﻠﻙ ﺍﻝﻌﺒﺎﺭﺘﻴﻥ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﺠﺩﻭل ﺭﻗﻡ -43-ﻤﻌﺎﻤل ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ
ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﻭﺍﻝﻤﻼﺤﻅ ﺃﻥ ﺒﺎﻗﻲ ﻗﻴﻡ ﻜﺎ 2ﺍﻝﻤﺘﻭﺍﻓﻘﺔ ﻤﻊ ﺒﻘﻴﺔ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ﺃﻗل ﻤﻥ
ﻭﺍﻨﺤﺼﺭﺕ ﻓﻲ ﺍﻝﻤﺠﺎل ] ،[6,942 ،0,934ﻭﻤﻨﻪ ﻻ ﺘﻭﺠﺩ ﻓﺭﻭﻕ ﺩﺍﻝﺔ ﺒﻴﻥ ﺍﺴﺘﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ
ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﺘﻠﻙ ﺍﻝﻌﺒﺎﺭﺍﺕ.
ﻭﻋﻤﻭﻤﺎ ﻨﺠﺩ ﻗﻴﻤﺔ ﻜﺎ 2ﻓﻲ ﺍﻝﻤﺘﻭﺴﻁ ﺘﻘﺩﺭ ﺏ 5,176ﻭﻫﻲ ﺃﻗل ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﺍﻝﻤﻘﺩﺭﺓ
ﺒـ 9,488ﻋﻨﺩ ﺩﺭﺠﺔ ﺤﺭﻴﺔ 04ﻭﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ ،0,05ﻭﺒﺎﻝﺘﺎﻝﻲ ﻻ ﺘﻭﺠﺩ ﻓﺭﻭﻕ ﺩﺍﻝﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ
ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺤﻭل ﻤﺨﺘﻠﻑ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ،ﻭﻫﺫﺍ ﻴﺸﻴﺭ ﺇﻝﻰ ﺃﻨﻪ ﻻ ﻴﻭﺠﺩ ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ ﻝﻠﻤﻜﺎﻓﺂﺕ
ﺍﻝﻤﺎﺩﻴﺔ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل ،ﺇﺫﻥ ﺍﻝﻨﺘﺎﺌﺞ ﺘﺅﻜﺩ ﺼﺤﺔ ﺍﻝﻔﺭﻀﻴﺔ.
-2-1-3ﺍﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻝﺜﺎﻨﻴﺔ :ﺘﻨﺹ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺜﺎﻨﻴﺔ ﻋﻠﻰ "ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ
ﺇﻴﺠﺎﺒﻲ ﻝﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل" ،ﻭﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ ﻴﻭﻀﺢ ﻗﻴﻡ ﻜﺎ.2
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﺠﺩﻭل ﺭﻗﻡ -44-ﻤﻌﺎﻤل ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﻅﺭﻭﻑ ﺍﻝﻌﻤل
2
ﻜﺎ ﺍﻝﺭﻀﺎ )ﻜﺎ (2ﺍﻝﺤﻴﺎﺩ)ﻜﺎ (2ﻋﺩﻡ ﺍﻝﺭﻀﺎ)ﻜﺎ(3 ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ
9,537 3,963 3,976 1,598 -1ﺃﻭﻗﺎﺕ ﺍﻝﺭﺍﺤﺔ ﺘﺴﺎﻋﺩﻙ ﻋﻠﻰ ﺍﺴﺘﻌﺎﺩﺓ ﻨﺸﺎﻁﻙ
33,68 17,645 4,294 11,750 -2ﺘﻭﺯﻴﻊ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻋﻠﻰ ﻤﺩﺍﺭ ﺍﻷﺴﺒﻭﻉ ﻤﻨﺎﺴﺒﺔ ﻝﻙ
4,567 0,111 3,640 0,816 -3ﺤﺠﻡ ﺴﺎﻋﺎﺕ ﺍﻝﻌﻤل ﻴﺘﻭﺍﻓﻕ ﻤﻊ ﻁﺒﻴﻌﺔ ﻋﻤﻠﻙ
9,654 2,596 1,484 5,274 -4ﺍﻹﻀﺎﺀﺓ :ﺍﻝﻤﺘﻭﻓﺭﺓ ﻓﻲ ﻤﻜﺎﻥ ﺍﻝﻌﻤل ﻤﻨﺎﺴﺒﺔ
4,829 1,595 2,167 1,067 -5ﺍﻝﺘﻬﻭﻴﺔ ﻤﺘﻭﻓﺭﺓ ﺒﺸﻜل ﺠﻴﺩ
5,840 1,669 2,487 1,684 -6ﺃﻨﺕ ﻤﻁﻤﺌﻥ ﻋﻠﻰ ﺼﺤﺘﻙ ﻓﻲ ﻤﻜﺎﻥ ﺍﻝﻌﻤل
11,351 4,596 3,008 3,688 ﺍﻝﻤﺘﻭﺴﻁ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ
ﻭﻤﻥ ﺨﻼل ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -44-ﻨﻼﺤﻅ ﺃﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺤﻭل
ﺍﻝﻌﺒﺎﺭﺓ ﺍﻷﻭﻝﻰ ﻭ ﺍﻝﺜﺎﻨﻴﺔ ﻭﺍﻝﺭﺍﺒﻌﺔ ﺃﻜﺒﺭ ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﻭﺒﻠﻐﺕ ﻗﻴﻤﺘﻬﺎ33,69 ، 9,538) ،
( 9,655ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ﻭﺒﺎﻝﺘﺎﻝﻲ ﻴﻭﺠﺩ ﻓﺭﻕ ﻤﻌﻨﻭﻱ ﻭﻝﻴﺱ ﻨﺎﺘﺞ ﻋﻥ ﺍﻝﺼﺩﻓﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ
ﺍﻝﻌﻴﻨﺔ ،ﻭ ﺒﺎﻗﻲ ﻗﻴﻡ ﻜﺎ 2ﺍﻝﻤﺘﻭﺍﻓﻘﺔ ﻤﻊ ﺒﻘﻴﺔ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ﺃﻗل ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ 9,448ﻋﻨﺩ
ﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ 0,05ﻭ ﺩﺭﺠﺔ ﺍﻝﺤﺭﻴﺔ ،04ﻭﻋﻠﻴﻪ ﻻ ﻴﻭﺠﺩ ﻓﺭﻕ ﺫﻭ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ
ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﺘﻠﻙ ﺍﻝﻌﺒﺎﺭﺍﺕ ،ﻭﻋﻤﻭﻤﺎ ﻓﺎﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﻓﻲ ﺍﻝﻤﺘﻭﺴﻁ ﺒﻠﻐﺕ 11,51ﻭﻫﻲ ﺍﻜﺒﺭ ﻤﻥ
ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﻝـ ﻜﺎ 2ﻤﻤﺎ ﻴﺩل ﻋﻠﻰ ﺃﻥ ﺍﻝﻔﺭﻕ ﺫﻭ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺒﻤﻌﻨﻰ ﺃﻥ ﺍﻝﻔﺭﻕ ﻤﻌﻨﻭﻱ ﻭ ﻝﻴﺱ
ﻨﺎﺘﺞ ﻋﻥ ﺍﻝﺼﺩﻓﺔ ،ﺍﻷﻤﺭ ﺍﻝﺫﻱ ﻴﻘﻭﺩﻨﺎ ﺇﻝﻰ ﺭﻓﺽ ﺍﻝﻔﺭﻀﻴﺔ ﻭﻗﺒﻭل ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻌﻜﺴﻴﺔ ﺍﻝﺘﻲ ﺘﺅﻜﺩ ﻋﻠﻰ
ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ ﻝﻅﺭﻭﻑ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل .
-3-1-3ﺍﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻝﺜﺎﻝﺜﺔ :ﺘﻨﺹ ﺍﻝﻔﺭﻀﻴﺔ ﻋﻠﻰ "ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ
ﻝﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل " ،ﻭﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ ﻴﻭﻀﺢ ﻗﻴﻡ ﻜﺎ 2ﻝﻤﺨﺘﻠﻑ ﻋﺒﺎﺭﺍﺕ
ﺍﻝﻤﺤﻭﺭ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ - 45-ﻤﻌﺎﻤل ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل
2
ﻜﺎ ﺍﻝﺭﻀﺎ )ﻜﺎ (2ﺍﻝﺤﻴﺎﺩ)ﻜﺎ (2ﻋﺩﻡ ﺍﻝﺭﻀﺎ)ﻜﺎ(2 ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ
6,392 1,831 3,104 -1ﺍﺘﺼﺎﻝﻙ ﺒﻤﺴﺅﻭﻝﻲ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﻠﻴﺎ ﺒﻐﺎﻴﺔ ﺍﻝﻤﻬﻭﻝﺔ 1,457
ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -45-ﺘﺒﻴﻥ ﺃﻥ ﻗﻴﻡ ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺜﻼﺜﺔ ﺤﻭل ﻤﺨﺘﻠﻑ ﻋﺒﺎﺭﺍﺕ
ﺍﻝﻤﺤﻭﺭ ﺃﻗل ﻤﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﺍﻝﻤﺠﺩﻭﻝﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ 0,05ﻭﺩﺭﺠﺔ ﺍﻝﺤﺭﻴﺔ ،04ﺇﺫ ﺍﻨﺤﺼﺭﺕ
ﻗﻴﻡ ﻜﺎ 2ﺍﻝﻤﺤﺴﻭﺒﺔ ﻓﻲ ﺍﻝﻤﺠﺎل ] ،[8,053 ،1,239ﻫﺫﺍ ﻤﺎ ﻴﺅﻜﺩ ﻝﻨﺎ ﻋﺩﻡ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻝﺔ
ﺇﺤﺼﺎﺌﻴﺔ ،ﻭﻴﺜﺒﺕ ﺼﺤﺔ ﺍﻝﻔﺭﺽ ﺍﻝﺫﻱ ﻴﻨﺹ ﻋﻠﻰ ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ ﻝﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل ﻋﻠﻰ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل ،ﻓﻬﻭ ﻻ ﻴﺤﻘﻕ ﺍﻝﻘﺩﺭ ﺍﻝﻜﺎﻓﻲ ﻤﻥ ﺍﻝﺤﺎﺠﺎﺕ ﺍﻝﻨﻔﺴﻴﺔ ﻭﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻝﻬﻡ.
-4-1-3ﺍﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻝﺭﺍﺒﻌﺔ :ﺘﻨﺹ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺭﺍﺒﻌﺔ ﻋﻠﻰ" ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ
ﺇﻴﺠﺎﺒﻲ ﻝﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل " ،ﻭﻨﺩﺭﺝ ﻗﻴﻡ ﻜﺎ 2ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ - 46-ﻤﻌﺎﻤل ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل
2
ﻜﺎ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺍﻝﺤﻴﺎﺩ ﺍﻝﺭﻀﺎ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ
3 2 2
)ﻜﺎ ( )ﻜﺎ ( )ﻜﺎ (
13,032 7,871 3,211 1,950 -1ﻴﺴﻭﺩ ﺍﻝﺘﻌﺎﻭﻥ ﺍﻝﻤﺘﺒﺎﺩل ﺒﻴﻥ ﺃﻋﻀﺎﺀ ﺍﻝﺠﻤﺎﻋﺔ
2,124 1,650 0,096 0,378 -2ﺯﻤﻼﺅﻙ ﻴﻘﺩﺭﻭﻨﻙ ﻭﻴﺤﺘﺭﻤﻭﻨﻙ
5,207 2,640 0,165 2,402 -3ﺍﻨﻀﻤﺎﻤﻙ ﺇﻝﻰ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﺍﻝﺤﺎﻝﻴﺔ ﻴﺸﺠﻌﻙ ﻋﻠﻰ ﺍﻝﻌﻤل
1,228 0,767 0,440 0,021 – 4ﺘﺤﺱ ﺒﺄﻨﻙ ﻋﻀﻭ ﻓﻌﺎل ﻓﻲ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل
1,416 0,290 0,974 0,152 -5ﺃﻋﻀﺎﺀ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ﻴﺴﺎﻋﺩﻭﻨﻙ ﻓﻲ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺼﻌﺒﺔ
4,601 2,643 0,977 0,980 ﺍﻝﻤﺘﻭﺴﻁ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ
ﻭﺤﺴﺏ ﻤﺎ ﻫﻭ ﻭﺍﺭﺩ ﻓﻲ ﺍﻝﺠﺩﻭل ﺭﻗﻡ - 46-ﻨﺠﺩ ﻗﻴﻤﺔ ﻜﺎ 2ﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ
ﺍﻝﻌﺒﺎﺭﺓ ﺍﻷﻭﻝﻰ ﻗﺩﺭ ﺒـ 13,03ﻭﻫﻲ ﺍﻜﺒﺭ ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﻋﻨﺩ ﺩﺭﺠﺔ ﺍﻝﺤﺭﻴﺔ 04ﻭﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ
، 0,05ﺍﻝﻤﻘﺩﺭﺓ ﺒـ ،9,448ﻤﻤﺎ ﻴﺩل ﻋﻠﻰ ﺃﻥ ﺍﻝﻔﺭﻕ ﻤﻌﻨﻭﻱ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻭﻝﻴﺱ ﻨﺘﺎﺝ
ﻝﻠﺼﺩﻗﺔ ﻭﺒﺎﻗﻲ ﻗﻴﻡ ﻜﺎ 2ﺍﻝﻤﺘﻭﺍﻓﻘﺔ ﻤﻊ ﻜل ﻋﺒﺎﺭﺓ ﻤﻥ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ﺃﻗل ﻤﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﺍﻝﻤﺠﺩﻭﻝﺔ
ﻭﺍﻝﻤﻘﺩﺭﺓ ﺒـ 9,448ﻭ ﺒﻬﺫﺍ ﻻ ﻴﻭﺠﺩ ﻓﺭﻕ ﺫﻭ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﺘﻠﻙ
ﺍﻝﻌﺒﺎﺭﺍﺕ ،ﻭﻓﻲ ﺍﻝﻤﺘﻭﺴﻁ ﻨﺠﺩ ﻗﻴﻤﺔ ﻜﺎ 2ﺘﻘﺩﺭ ﺏ 4,601ﻭ ﺒﻤﻘﺎﺭﺒﺘﻬﺎ ﺒﻘﻴﻤﺔ ﻜﺎ 2ﺍﻝﻤﺠﺩﻭﻝﺔ ﻨﺠﺩﻫﺎ ﺘﻌﻜﺱ
ﺍﻝﻔﺭﻭﻕ ﻏﻴﺭ ﺍﻝﺩﺍﻝﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻭ ﻋﻠﻴﻪ ﺘﺅﻜﺩ ﻝﻨﺎ ﺍﻝﻨﺘﺎﺌﺞ ﺼﺤﺔ ﺍﻝﻔﺭﺽ ﺍﻝﻤﻘﺩﻡ ،ﻓﺠﻤﺎﻋﺔ
ﺍﻝﻌﻤل ﻻ ﺘﺅﺜﺭ ﺒﺸﻜل ﺇﻴﺠﺎﺒﻲ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل.
-5-1-3ﺍﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻝﺨﺎﻤﺴﺔ :ﻤﻀﻤﻭﻥ ﺍﻝﻔﺭﻀﻴﺔ ﻴﻨﺹ ﻋﻠﻰ "ﻋﺩﻡ ﻭﺠﻭﺩ
2
ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ ﻝﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل" ،ﻭﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ ﻴﻭﻀﺢ ﻗﻴﻡ ﻜﺎ
ﻝﻤﺨﺘﻠﻑ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ -47-ﻤﻌﺎﻤل ﻜﺎ 2ﺍﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ
ﺘﺅﻜﺩ ﻝﻨﺎ ﻤﻌﻁﻴﺎﺕ ﺍﻝﺠﺩﻭل ﺭﻗﻡ - 47-ﺃﻨﻪ ﻻ ﺘﻭﺠﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ
ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ ،ﺇﺫ ﻨﺠﺩ ﻜل ﻗﻴﻡ ﻜﺎ 2ﺃﺼﻐﺭ ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ﻝﻬﺎ ﻋﻨﺩ ﻤﺴﺘﻭﻯ
ﺩﻻﻝﺔ 0,05ﻭ ﺩﺭﺠﺔ ﺤﺭﻴﺔ 04ﺍﻝﻤﻘﺩﺭﺓ ﺒـ 9,448ﻭﻓﻲ ﺍﻝﻤﺘﻭﺴﻁ ﻨﺠﺩ ﻗﻴﻤﺔ ﻜﺎ 2ﺘﻌﺎﺩل 4,093ﻭﻫﻲ
ﺃﻗل ﻤﻥ ﺍﻝﻘﻴﻤﺔ ﺍﻝﻤﺠﺩﻭﻝﺔ ،ﺇﺫﻥ ﺍﻝﻨﺘﺎﺌﺞ ﺘﺅﻜﺩ ﻝﻨﺎ ﺼﺤﺔ ﺍﻝﻔﺭﺽ ﺍﻝﻤﻘﺩﻡ ﻓﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ﻻ ﺘﺅﺜﺭ ﻋﻠﻰ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻌﻤﺎل ﺒﺸﻜل ﺇﻴﺠﺎﺒﻲ.
ﺘﻨﺹ ﻫﺫﻩ ﺍﻝﻔﺭﻀﻴﺔ ﻋﻠﻰ "ﻋﺩﻡ ﻭﺠﻭﺩ ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ ﻝﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﻝﻌﻤﺎل" ،ﻭﻨﻭﻀﺢ ﻗﻴﻡ ﻜﺎ 2ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﺠﺩﻭل ﺭﻗﻡ - 48-ﻤﻌﺎﻤل ﻜﺎ 2ﺍﻹﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻠﻰ ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل :
2
ﺍﻝﺭﻀﺎ )ﻜﺎ (2ﺍﻝﺤﻴﺎﺩ)ﻜﺎ (2ﻋﺩﻡ ﺍﻝﺭﻀﺎ)ﻜﺎ (3ﻜﺎ ﻋﺒﺎﺭﺍﺕ ﺍﻝﻤﺤﻭﺭ
3,155 0,270 2,586 0,299 -1ﻴﺘﻤﻴﺯ ﻋﻤﻠﻙ ﺒﺎﻝﺘﻨﻭﻉ ﻓﻲ ﺍﻝﻤﻬﺎﻡ
5,025 0,360 2,487 2,178 -2ﺘﺴﺘﺨﺩﻡ ﻜل ﻁﺎﻗﺎﺘﻙ ﻓﻲ ﻋﻤﻠﻙ
8,126 1,159 0,521 6,446 -3ﻋﻤﻠﻙ ﻴﻨﺎﺴﺏ ﺭﻏﺒﺘﻙ
2,794 0,010 1,922 0,862 -4ﺤﻘﻘﺕ ﻁﻤﻭﺤﻙ ﻓﻲ ﻋﻤﻠﻙ
6,335 1,067 2,487 2,781 -5ﺘﺠﺩ ﺴﻬﻭﻝﺔ ﻓﻲ ﺘﺄﺩﻴﺔ ﻋﻤﻠﻙ
2,885 0,184 2,477 0,224 -6ﺍﻝﻌﻤل ﺍﻝﺫﻱ ﺘﺅﺩﻴﻪ ﻴﺸﻌﺭﻙ ﺒﺎﺤﺘﺭﺍﻡ ﺫﺍﺘﻙ
4,267 1,625 0,287 2,355 -7ﻋﻤﻠﻙ ﻝﻪ ﻗﻴﻤﺔ
4,655 0,667 1,832 2,163 ﺍﻝﻤﺘﻭﺴﻁ
ﺍﻝﻤﺼﺩﺭ :ﻤﻥ ﺇﻋﺩﺍﺩ ﺍﻝﻁﺎﻝﺒﺔ
ﻴﻭﻀﺢ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺭﻗﻡ -48-ﻤﺨﺘﻠﻑ ﻗﻴﻡ ﻜﺎ 2ﺍﻝﻤﺘﻭﺍﻓﻘﺔ ﻤﻊ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻝﻜل
ﻋﺒﺎﺭﺓ ،ﻭﺍﻝﻤﻼﺤﻅ ﺃﻥ ﺘﻠﻙ ﺍﻝﻘﻴﻡ ﺃﻗل ﻤﻥ ﻗﻴﻤﺔ ﻜﺎ 2ﺍﻝﻤﺠﺩﻭﻝﺔ ﻋﻨﺩ ﻤﺴﺘﻭﻯ ﺍﻝﺩﻻﻝﺔ 0,05ﻭﺩﺭﺠﺔ ﺤﺭﻴﺔ
،04ﺍﻝﻤﻘﺩﺭﺓ ﺒـ ،9,448ﻓﻘﺩ ﺍﻨﺤﺼﺭﺕ ﻗﻴﻡ ﻜﺎ 2ﺍﻝﻤﺤﺴﻭﺒﺔ ﻀﻤﻥ ﺍﻝﻤﺠﺎل ] ،[8,162 ،2,796ﻭﺘﺩل
ﻫﺫﻩ ﺍﻝﻨﺘﺎﺌﺞ ﻋﻠﻰ ﻋﺩﻡ ﻭﺠﻭﺩ ﻓﺭﻭﻕ ﺫﺍﺕ ﺩﻻﻝﺔ ﺇﺤﺼﺎﺌﻴﺔ ﺒﻴﻥ ﺇﺠﺎﺒﺎﺕ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻋﻥ ﻤﺨﺘﻠﻑ
ﺍﻝﻌﺒﺎﺭﺍﺕ ،ﻭﺒﺎﻝﺘﺎﻝﻲ ﺘﺅﻜﺩ ﻝﻨﺎ ﺍﻝﻨﺘﺎﺌﺞ ﺼﺩﻕ ﺍﻝﻔﺭﻀﻴﺔ ،ﺒﻤﻌﻨﻰ ﺍﺘﺠﺎﻩ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﻨﺤﻭ ﻋﺩﻡ ﻭﺠﻭﺩ
ﺘﺄﺜﻴﺭ ﺇﻴﺠﺎﺒﻲ ﻝﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل ﻋﻠﻰ ﺭﻀﺎﻫﻡ ﺍﻝﻭﻅﻴﻔﻲ.
ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﻤﺎ ﺘﻭﺼﻠﻨﺎ ﺇﻝﻴﻪ ﻤﻥ ﺨﻼل ﺍﺨﺘﺒﺎﺭ ﺍﻝﻔﺭﻀﻴﺎﺕ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻝﻤﻨﺩﺭﺠﺔ ﻀﻤﻥ ﺍﻝﻔﺭﻀﻴﺔ
ﺍﻝﺭﺌﻴﺴﻴﺔ ،ﺍﻝﺘﻲ ﻤﻔﺎﺩﻫﺎ ﺃﻥ ﺇﺩﺍﺭﺓ ﺍﻝﻤﺅﺴﺴﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﻻ ﺘﻌﺘﻤﺩ ﻓﻲ ﺘﺤﻔﻴﺯ ﻤﻭﺍﺭﺩﻫﺎ ﺍﻝﺒﺸﺭﻴﺔ ﻋﻠﻰ
ﻨﻅﺎﻡ ﻓﻌﺎل ﻝﻠﺤﻭﺍﻓﺯ ،ﻨﺘﻭﺼل ﺇﻝﻰ ﺘﺄﻜﻴﺩ ﺘﻠﻙ ﺍﻝﻔﺭﻀﻴﺔ ،ﻓﻨﻅﺎﻡ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﺘﻤﺩ ﺒﺎﻝﻤﺅﺴﺴﺔ
ﻭﺍﻝﻤﻴﻜﺎﻨﻴﺯﻤﺎﺕ ﺍﻝﻤﺘﺒﻨﺎﺓ ﻓﻲ ﻋﻤﻠﻴﺔ ﺍﻝﺘﺤﻔﻴﺯ ﻏﻴﺭ ﻤﻁﺒﻘﺔ ﺒﺎﻝﺸﻜل ﺍﻝﻀﺭﻭﺭﻱ ﻭﺍﻝﻤﻁﻠﻭﺏ ﻝﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻝﻘﺩ ﺃﻜﺩ ﻝﻨﺎ ﺃﺤﺩ ﺭﺅﺴﺎﺀ ﺍﻝﻤﺼﺎﻝﺢ ﻋﻠﻰ ﻋﺩﻡ ﺠﺩﻴﺔ ﺍﻹﺩﺍﺭﺓ ﻓﻲ ﺍﺴﺘﺨﺩﺍﻡ ﻤﻴﻜﺎﻨﻴﺯﻤﺎﺕ ﺍﻝﺘﺤﻔﻴﺯ،
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻝﻠﻭﻗﻭﻑ ﻋﻨﺩ ﺼﺤﺔ ﺃﻭ ﻋﺩﻡ ﺼﺤﺔ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻝﺜﺎﻨﻴﺔ ﺍﻝﺘﻲ ﻤﻔﺎﺩﻫﺎ ﺃﻥ "ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ
ﺘﺤﻜﻤﻪ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ" ،ﻨﺨﺘﺒﺭ ﻓﻴﻤﺎ ﻴﻠﻲ ﺍﻝﻔﺭﻀﻴﺎﺕ ﺍﻝﻔﺭﻋﻴﺔ ﺍﻷﺭﺒﻌﺔ ﻭﺍﻝﻤﻨﺩﺭﺠﺔ ﻀﻤﻥ
ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺭﺌﻴﺴﻴﺔ ﺍﻝﺜﺎﻨﻴﺔ ،ﺒﺎﺴﺘﺨﺩﺍﻡ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ)**(.
ﺘﻨﺹ ﺍﻝﻔﺭﻀﻴﺔ ﻋﻠﻰ "ﺃﻥ ﺍﻝﻤﺭﺃﺓ ﺃﻜﺜﺭ ﺭﻀﺎ ﻤﻥ ﺍﻝﺭﺠل ﻋﻥ ﺍﻝﻌﻤل" ،ﻭﻨﻭﻀﺢ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﻓﻲ
ﺍﻝﺠﺩﻭل ﺍﻝﻤﻭﺍﻝﻲ:
ﺍﻝﺠﻨﺱ ﺍﻝﺒﻴﺎﻨﺎﺕ
ﺍﻷﻨﺜﻰ ﺍﻝﺫﻜﺭ
ﻭﺤﺴﺏ ﻤﺎ ﻫﻭ ﻭﺍﺭﺩ ﻓﻲ ﺍﻝﺠﺩﻭل ﺭﻗﻡ – -49ﻴﺘﻀﺢ ﻝﻨﺎ ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﻋﻥ
ﺍﻝﺤﻭﺍﻓﺯ ﻭﻤﺘﻐﻴﺭ ﺍﻝﺠﻨﺱ ﻫﻲ ﻋﻼﻗﺔ ﻀﻌﻴﻔﺔ ،ﻜﻭﻥ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﺃﻗل ﻤﻥ 0,50ﻫﺫﺍ ﻤﻥ ﺠﻬﺔ ،ﻭﻤﻥ
ﺠﻬﺔ ﺃﺨﺭﻯ ﻭﺒﻤﻘﺎﺭﻨﺔ ﺍﻝﻨﺘﻴﺠﺘﻴﻥ ﻨﺠﺩ ﺃﻥ ﺍﻝﻤﺭﺃﺓ ﺘﻜﻭﻥ ﺃﻜﺜﺭ ﺭﻀﺎ ﻤﻥ ﺍﻝﺭﺠل ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ ،ﻭﻫﺫﺍ ﻤﺎ
ﻴﻭﻀﺤﻪ ﻝﻨﺎ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﺍﻝﻤﻘﺩﺭ ﺒـ 0,286 ،0,314ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ.
ﻭﺒﺎﻝﺘﺎﻝﻲ ﻨﻘﺒل ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻤﻁﺭﻭﺤﺔ ﻭﺘﺒﻘﻰ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ ﻭﻤﺘﻐﻴﺭ
ﺍﻝﺠﻨﺱ ﻨﺴﺒﻴﺔ ﺤﺴﺏ ﻤﺎ ﺘﺤﺼﻠﻨﺎ ﻋﻠﻴﻪ ﺴﺎﺒﻘﺎ.
)*( -ﺘﻡ ﺫﻝﻙ ﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﺸﺨﺼﻴﺔ ﺍﻝﺘﻲ ﺘﻤﺕ ﻴﻭﻡ ،2007/06/17ﻜﺂﺨﺭ ﻤﻘﺎﺒﻠﺔ ﻤﻊ ﻤﺸﺭﻓﻲ ﺒﺎﻝﻤﺅﺴﺴﺔ ،ﺃﻴﻥ ﺘﻡ
ﺘﺼﺭﻴﺢ ﺒﺄﻥ ﺍﻝﻤﻴﻜﺎﻨﻴﺯﻤﺎﺕ ﺍﻝﺘﻲ ﻻ ﺒﺩ ﻭﺍﻝﻌﻤل ﺒﻬﺎ ﻓﻲ ﺇﻁﺎﺭ ﺘﺤﻔﻴﺯ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻏﻴﺭ ﻤﻁﺒﻘﺔ ﺒﺎﻝﺸﻜل ﺍﻝﻤﻁﻠﻭﺏ ﻓﻲ
ﺍﻝﻤﺅﺴﺴﺔ.
)**(-ﺍﻨﻅﺭ ﺍﻝﻤﻠﺤﻕ ﺭﻗﻡ .5
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﻤﻀﻤﻭﻥ ﺍﻝﻔﺭﻀﻴﺔ ﻴﻨﺹ "ﻋﻠﻰ ﺃﻥ ﺍﻝﻌﻤﺎل ﺍﻷﻗل ﺴﻨﺎ ﻫﻡ ﺍﻷﻜﺜﺭ ﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻤﻥ ﺍﻝﻌﻤﺎل
ﺍﻷﻜﺒﺭ ﺴﻨﺎ" ،ﻭﻨﺩﺭﺝ ﻤﻌﺎﻤﻼﺕ ﺍﻝﺘﻭﺍﻓﻕ ﻓﻲ ﺍﻝﺠﺩﻭل ﺍﻝﺘﺎﻝﻲ:
ﻝﻘﺩ ﺘﻔﺎﻭﺘﺕ ﺸﺩﺓ ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﺍﻝﻤﺘﻭﺴﻁﺔ ﻭﺍﻝﻘﻭﻴﺔ ﻭﺍﻝﻀﻌﻴﻔﺔ ،ﻭﺍﻝﺠﺩﻭل ﺭﻗﻡ 50ﻴﻭﻀﺢ ﻝﻨﺎ ﺃﻥ
ﺍﻝﻌﻼﻗﺔ ﺒﻴﻥ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺫﻴﻥ ﺘﺘﺭﺍﻭﺡ ﺃﻋﻤﺎﺭﻫﻡ ﻤﺎ ﺒﻴﻥ 29 ،20ﺴﻨﺔ ﻭﻤﺴﺘﻭﻯ ﺭﻀﺎﻫﻡ ﻋﻥ
ﺍﻝﺤﻭﺍﻓﺯ ﻤﺘﻭﺴﻁﺔ ،ﺇﺫ ﺒﻠﻎ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﻗﻴﻤﺔ ،0,50ﻭﻨﺠﺩ ﺍﻝﻌﻼﻗﺔ ﻀﻌﻴﻔﺔ ﺒﻴﻥ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ
ﺘﺘﺭﺍﻭﺡ ﺃﻋﻤﺎﺭﻫﻡ ﻤﺎ ﺒﻴﻥ 29 ،20ﺴﻨﺔ ﻭ 49 ،40ﺴﻨﺔ ،ﻭﻤﺴﺘﻭﻯ ﺭﻀﺎﻫﻡ ،ﺇﺫ ﻗﺩﺭ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ
ﺒـ 0,468 ،322,ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ،ﺃﻤﺎ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ ﻴﺘﻌﺩﻯ ﻋﻤﺭﻫﻡ 50ﺴﻨﺔ ﻓﻤﺴﺘﻭﻯ ﺭﻀﺎﻫﻡ
ﻤﺭﺘﻔﻊ ﻭﻴﺩل ﻋﻠﻰ ﺫﻝﻙ ﻗﻴﻤﺔ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﺍﻝﺘﻲ ﺒﻠﻐﺕ .0,722
ﻭﺒﺎﻝﺘﺎﻝﻲ ﻨﻤﻴﺯ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻝﺩﻯ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ ﺘﺘﺭﺍﻭﺡ ﺃﻋﻤﺎﺭﻫﻡ ﻤﺎ ﺒﻴﻥ 49 ،20
ﺴﻨﺔ ،ﻭﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ ﻝﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ ﺘﺘﺭﺍﻭﺡ ﺃﻋﻤﺎﺭﻫﻡ ﻤﺎ ﺒﻴﻥ 29 ،20ﺴﻨﺔ ،ﺘﻠﻙ ﺍﻝﻔﺌﺔ ﺍﻝﻤﻘﺒﻠﺔ
ﻋﻠﻰ ﺍﻝﺤﻴﺎﺓ ﺍﻝﻌﻤﻠﻴﺔ ،ﻭﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻤﺭﺘﻔﻊ ﺘﻤﻴﺯﻩ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ ﺍﻝﺘﻲ ﻴﺯﻴﺩ ﻋﻤﺭﻫﻡ ﻋﻥ 50ﺴﻨﺔ
ﺍﻝﻤﻘﺒﻠﻴﻥ ﻋﻠﻰ ﺍﻝﺘﻘﺎﻋﺩ.
ﺇﺫﻥ ﻨﺭﻓﺽ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺴﺎﺒﻕ ﻁﺭﺤﻬﺎ ﻭﻴﺒﻘﻰ ﺘﺄﺜﻴﺭ ﺍﻝﺴﻥ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻤﺭﺘﺒﻁ ﺒﻌﻭﺍﻤل
ﺃﺨﺭﻯ ،ﻨﺫﻜﺭ ﻤﻨﻬﺎ ﺨﺼﺎﺌﺹ ﺍﻝﻔﺭﺩ ﻓﻲ ﺤﺩ ﺫﺍﺘﻪ ﻜﻤﺴﺘﻭﻯ ﺍﻝﻁﻤﻭﺡ ﻭﺍﻝﺭﻏﺒﺔ ﻓﻲ ﺍﻝﺘﻘﺩﻡ ﻭﺍﻝﻨﻤﻭ.
ﺘﺫﻜﺭ ﺍﻝﻔﺭﻀﻴﺔ ﺃﻥ ﺍﻝﻌﻤﺎل ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺠﺎﻤﻌﻲ ﻫﻡ ﺍﻷﻜﺜﺭ ﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻤﻥ ﺍﻝﻌﻤﺎل
ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻴﺎﺕ ﺍﻷﺨﺭﻯ ،ﻭﺍﻝﺠﺩﻭل ﺭﻗﻡ -51-ﻴﻭﻀﺢ ﻝﻨﺎ ﻤﻌﺎﻤﻼﺕ ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﻤﻔﺭﺩﺍﺕ ﺍﻝﻌﻴﻨﺔ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺠﺩﻭل ﺭﻗﻡ - 51-ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﺒﻴﻥ ﻤﺘﻐﻴﺭ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﻭﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ.
ﻴﺒﻴﻥ ﻝﻨﺎ ﺍﻝﺠﺩﻭل ﺃﻥ ﻤﻌﺎﻤﻼﺕ ﺍﻝﺘﻭﺍﻓﻕ ﻓﻲ ﺘﺴﻠﺴل ﺘﻨﺎﺯﻝﻲ ﻤﻥ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻻﺒﺘﺩﺍﺌﻲ ﺇﻝﻰ ﺍﻝﺠﺎﻤﻌﻲ،
ﻓﺄﺩﻨﻰ ﻤﻌﺎﻤل ﻗﺩﺭ ﺒـ 0,353ﻝﺩﻯ ﻓﺌﺔ ﺍﻝﺠﺎﻤﻌﻴﻴﻥ ،ﻤﻤﺎ ﻴﺩل ﺃﻥ ﺍﻝﻌﻤﺎل ﺫﻭﻱ ﺫﻝﻙ ﺍﻝﻤﺴﺘﻭﻯ ﻏﻴﺭ
ﺭﺍﻀﻴﻥ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ ،ﻴﻠﻴﻬﺎ ﺍﻝﻌﻤﺎل ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺜﺎﻨﻭﻱ ﺒﻤﻌﺎﻤل ﺘﻭﺍﻓﻕ ﻗﺩﺭ ﺒـ ،0,39ﻭﺒﻌﺩﻫﺎ
ﺍﻝﻌﻤﺎل ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﻤﺘﻭﺴﻁ ﺒﻤﻌﺎﻤل ﺘﻭﺍﻓﻕ ﺒﻠﻎ ،0,435ﻭﺃﺨﻴﺭﺍ ﺍﻝﻌﻤﺎل ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻻﺒﺘﺩﺍﺌﻲ ﺇﺫ
ﺴﺠﻠﻨﺎ ﻤﻌﺎﻤل ﺘﻭﺍﻓﻕ ﻤﺭﺘﻔﻊ ﻴﻌﻜﺱ ﺍﻝﻌﻼﻗﺔ ﺍﻝﻘﻭﻴﺔ ﺒﻴﻥ ﺍﻝﻤﺴﺘﻭﻯ ﻭﺍﻝﺭﻀﺎ ﻋﻠﻰ ﺍﻝﺤﻭﺍﻓﺯ ،ﺇﺫ ﻗﺩﺭ
ﺒـ ،0,647ﻤﻤﺎ ﻴﺩل ﻋﻠﻰ ﺃﻥ ﺍﻝﻌﻤﺎل ﺭﺍﻀﻭﻥ ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻬﻡ ،ﻭﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﻤﺘﺤﺼل
ﻋﻠﻴﻬﺎ ﻨﺭﻓﺽ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻤﻁﺭﻭﺤﺔ ،ﻓﺎﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺍﻝﺠﺎﻤﻌﻲ ﺫﻭﻱ ﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﺍﻝﻤﺭﺘﻔﻊ ﺃﻗل ﺭﻀﺎ
ﻋﻥ ﺫﻝﻙ ﺍﻝﻔﺭﺩ ﺍﻝﺫﻱ ﻤﺴﺘﻭﻯ ﺘﻌﻠﻴﻤﻪ ﻤﻨﺨﻔﺽ.
ﺘﻨﺹ ﺍﻝﻔﺭﻀﻴﺔ ﻋﻠﻰ ﺃﻥ ﺍﻝﻌﻤﺎل ﺍﻷﻜﺜﺭ ﺃﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل ﻫﻡ ﺍﻷﻜﺜﺭ ﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻤﻥ ﺍﻝﻌﻤﺎل
ﺍﻷﻗل ﺃﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل.
ﺍﻝﺭﻀﺎ
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺤﺴﺏ ﻤﺎ ﻫﻭ ﻭﺍﺭﺩ ﺒﺎﻝﺠﺩﻭل ﻨﺠﺩ ﺃﻥ ﺍﻝﻌﻼﻗﺔ ﻗﻭﻴﺔ ﺒﻴﻥ ﺍﻝﻌﻤﺎل ﺍﻝﺫﻴﻥ ﺘﺯﻴﺩ ﺴﻨﻭﺍﺕ ﺨﺩﻤﺘﻬﻡ ﻋﻥ
20ﺴﻨﺔ ﻭﺭﻀﺎﻫﻡ ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ ،ﻭﻴﺅﻜﺩ ﺫﻝﻙ ﻤﻌﺎﻤل ﺍﻝﺘﻭﺍﻓﻕ ﺍﻝﺫﻱ ﺒﻠﻎ ،0,70ﻭﺴﺠﻠﻨﺎ ﻋﻼﻗﺔ ﻤﺘﻭﺴﻁﺔ
ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﻌﻤﺎل ﺍﻝﺫﻴﻥ ﺘﺘﺭﺍﻭﺡ ﺴﻨﻭﺍﺕ ﺨﺩﻤﺘﻬﻡ ﻤﺎ ﺒﻴﻥ 4-1ﺴﻨﻭﺍﺕ ﺒﻤﻌﺩل ،0,529ﻓﻬﻡ ﺭﺍﻀﻭﻥ ﻨﺴﺒﻴﺎ
ﻋﻥ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻘﺩﻤﺔ ﻝﻬﻡ ،ﺒﻴﻨﻤﺎ ﺍﻝﻌﻤﺎل ﺍﻝﺫﻴﻥ ﺘﺘﺭﺍﻭﺡ ﺴﻨﻭﺍﺕ ﺨﺩﻤﺘﻬﻡ ﻤﺎ ﺒﻴﻥ 20-5ﺴﻨﺔ ،ﻓﻤﺴﺘﻭﻯ
ﺭﻀﺎﻫﻡ ﻤﻨﺨﻔﺽ ﻭﺘﺅﻜﺩﻩ ﻝﻨﺎ ﻤﻌﺎﻤﻼﺕ ﺍﻝﺘﻭﺍﻓﻕ ﺍﻝﺘﺎﻝﻴﺔ 0,436 ،0,351 ،0,304 :ﻋﻠﻰ ﺍﻝﺘﺭﺘﻴﺏ ،ﻭﺒﻨﺎﺀ
ﻋﻠﻰ ﻤﺎ ﺘﻘﺩﻡ ﻨﻘﺒل ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﻤﻁﺭﻭﺤﺔ.
ﺇﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﺫﺍﺕ ﻋﻼﻗﺔ ﺒﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭﻝﻜﻥ ﺘﺒﻘﻰ ﺍﻝﻌﻼﻗﺔ ﻏﻴﺭ ﻤﺤﺩﻭﺩﺓ
ﻤﻌﻴﻥ ﻋﻠﻰ ﺭﻀﺎ ﺍﻝﻔﺭﺩ ﺍﻝﻌﺎﻤل ﺒﺎﻝﻀﺒﻁ ،ﻭﺒﺎﻝﺘﺎﻝﻲ ﻓﻜل ﻋﺎﻤل ﻤﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﻝﻪ ﺘﺄﺜﻴﺭ
ﻭﺒﺎﻝﺘﺎﻝﻲ ﻨﺭﻓﺽ ﺍﻝﻔﺭﻀﻴﺔ ﺍﻝﺘﻲ ﺘﻨﺹ ﻋﻠﻰ ﺃﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺘﺤﻜﻤﻪ ﻁﺒﻴﻌﺔ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ.
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ﺍﻟﻔﺼﻞ ﺍﻟﺴﺎﺩﺱ.............................................................................................. :ﺍﻟﺘﺤﻔﻴﺰ ﻭﺭﺿﺎ ﺍﻟﻤﻮﺍﺭﺩ ﺍﻟﺒﺸﺮﻳﺔ ﺑﺎﻟﻤﺆﺳﺴﺔ
ﺍﻝﺨﻼﺼﺔ:
ﺘﻨﺎﻭﻝﻨﺎ ﻓﻲ ﻫﺫﺍ ﺍﻝﻔﺼل ﻋﺭﺽ ﻭ ﺘﺤﻠﻴل ﻭ ﻤﻨﺎﻗﺸﺔ ﻨﺘﺎﺌﺞ ﺍﻝﺩﺭﺍﺴﺔ ﻭ ﻤﻨﻬﺠﻴﺔ ﺍﻝﻌﻤل ﻭ ﺍﻝﺘﺤﻠﻴل
ﺍﻝﺘﻲ ﺘﻬﺩﻑ ﺃﺴﺎﺴﺎ ﺇﻝﻰ ﺇﺒﺭﺍﺯ ﻤﺩﻯ ﺘﺄﺜﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺎﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﻭ ﺍﻝﻤﻌﻨﻭﻴﺔ
ﻝﻘﺩ ﺃﻓﺭﺯﺕ ﻨﺘﺎﺌﺞ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻹﺴﺘﺒﻴﺎﻨﻴﺔ ﺤﺎﻝﺔ ﻤﻥ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺍﻝﺴﻠﺒﻴﺔ ﻭ ﺍﻻﻴﺠﺎﺒﻴﺔ ﺤﻭل ﻤﺨﺘﻠﻑ
ﺍﻝﻤﺤﺎﻭﺭ ﺍﻝﺘﻲ ﺘﻀﻤﻨﺕ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭ ﺒﻤﻌﻨﻰ ﺁﺨﺭ ﺃﻨﻭﺍﻉ ﺍﻝﺤﻭﺍﻓﺯ ،ﻓﺠﺎﺀﺕ
ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺴﻠﺒﻴﺔ ﻓﻴﻤﺎ ﻴﺨﺹ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﻤﻘﺩﻤﺔ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ ﻓﺭﻏﻡ ﺘﻭﻓﺭﻫﺎ ﻓﻬﻲ ﻝﻡ ﺘﺭﻕ
ﺇﻝﻰ ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺕ ﻤﺨﺘﻠﻑ ﺃﻓﺭﺍﺩ ﻋﻴﻨﺔ ﺍﻝﺩﺭﺍﺴﺔ .
ﺃﻤﺎ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺍﻝﺘﻲ ﺸﻤﻠﺕ ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل ،ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ،ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ،ﻤﺤﺘﻭﻯ
ﺍﻝﻌﻤل ﻭ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ،ﻓﺘﻔﺎﻭﺘﺕ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺒﻴﻥ ﺍﻻﻴﺠﺎﺒﻴﺔ ﺃﺤﻴﺎﻨﺎ ﻭ ﺍﻝﺴﻠﺒﻴﺔ ﺃﺤﻴﺎﻨﺎ ﺃﺨﺭﻯ ،ﻭﻤﺎ ﺘﻡ
ﺍﻝﻭﺼﻭل ﺇﻝﻴﻪ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻥ ﻤﺎ ﻫﻭ ﻤﺘﻭﻓﺭ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺒﺠﺎﻨﺒﻪ ﺍﻝﻤﺎﺩﻱ ﻭﺍﻝﻤﻌﻨﻭﻱ ،ﻭﺇﻥ ﻜﺎﻨﺕ
ﺒﻌﺽ ﺍﻝﺭﺩﻭﺩ ﺍﻹﻴﺠﺎﺒﻴﺔ ﺘﻌﻜﺱ ﺤﺎﻝﺔ ﻤﻥ ﺍﻝﺭﻀﺎ ﻓﻴﺒﻘﻰ ﺫﻝﻙ ﻨﺴﺒﻲ.
ﺇﻥ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﻭﺤﺴﺏ ﻤﺎ ﺠﺎﺀﺕ ﺒﻪ ﺒﻌﺽ ﺍﻝﺩﺭﺍﺴﺎﺕ ﺘﺅﻜﺩ ﻋﻼﻗﺘﻬﺎ ﺒﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ
ﺍﻝﻭﻅﻴﻔﻲ ،ﻜﺎﻝﺠﻨﺱ ﻭﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ...ﻭﺤﺴﺏ ﺘﺤﻠﻴﻠﻨﺎ ﻭﺠﺩﻨﺎ ﻋﻼﻗﺔ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﺒﺎﻝﺭﻀﺎ
ﻋﻼﻗﺔ ﻤﺘﺒﺎﻴﻨﺔ ،ﻭﻋﻜﺱ ﻤﺎ ﺃﻓﺎﺩﺘﻪ ﺍﻝﺩﺭﺍﺴﺎﺕ ﻝﺫﺍ ﺘﺒﻘﻰ ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﺃﺤﺩ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻋﻠﻰ
ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺫﺍﺕ ﺼﻠﺔ ﺒﺨﺼﺎﺌﺹ ﺍﻝﻔﺭﺩ ﺒﺤﺩ ﺫﺍﺘﻪ.
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ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻻﻗﺘﺮﺍﺣﺎﺕ ..........................................................................................................................................................
-1ﺍﻝﻨﺘﺎﺌﺞ ﻭﺍﻻﻗﺘﺭﺍﺤﺎﺕ:
-1-1ﺍﻝﻨﺘﺎﺌﺞ:
ﺒﻨﺎﺀ ﻋﻠﻰ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﻨﻅﺭﻴﺔ ﻭﺍﻝﺘﻁﺒﻴﻘﻴﺔ ﻝﻤﻭﻀﻭﻉ ﺍﻝﺘﺤﻔﻴﺯ ﻭﺃﺜﺭﻩ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻤﻭﺭﺩ
ﺍﻝﺒﺸﺭﻱ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺔ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺘﻡ ﺍﻝﺘﻭﺼل ﺇﻝﻰ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﺘﺎﻝﻴﺔ:
-1ﻨﻅﺭﻴﺎ :ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻤﻥ ﺒﻴﻥ ﺃﻫﻡ ﺍﻹﺩﺍﺭﺍﺕ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﺘﻬﺘﻡ ﺒﻤﺨﺘﻠﻑ ﺍﻝﺠﻭﺍﻨﺏ
ﺍﻝﻤﺘﻌﻠﻘﺔ ﺒﺎﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﺒﺩﺀ ﻤﻥ ﺍﺴﺘﻘﻁﺎﺒﻪ ﺇﻝﻰ ﻏﺎﻴﺔ ﻤﻐﺎﺩﺭﺘﻪ ﺍﻝﻤﺅﺴﺴﺔ .
-2ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﻤﻥ ﺃﻫﻡ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺘﻲ ﺘﺘﻭﻓﺭ ﻋﻠﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻓﻬﻭ ﻫﻤﺯﺓ ﺍﻝﻭﺼل ﺒﻴﻥ ﻤﺨﺘﻠﻑ
ﺍﻝﻤﻭﺍﺭﺩ ﺍﻷﺨﺭﻯ ،ﻭﻫﻭ ﺍﻷﺴﺎﺱ ﻓﻲ ﺒﻘﺎﺀ ﺃﻱ ﻤﺅﺴﺴﺔ ﻓﻲ ﺴﺎﺤﺔ ﺍﻷﻋﻤﺎل ﻤﻥ ﺨﻼل ﻗﺩﺭﺘﻪ ﻋﻠﻰ
ﺍﻝﺘﻜﻴﻑ ﻭﻤﻭﺍﺠﻬﺔ ﺍﻝﺘﺤﺩﻴﺎﺕ.
-3ﺘﻌﺩ ﻋﻤﻠﻴﺔ ﺍﻝﺘﺤﻔﻴﺯ ﺍﺤﺩ ﺃﻫﻡ ﺃﻨﺸﻁﺔ ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺘﻠﻙ ﺍﻝﻌﻤﻠﻴﺔ ﺍﻝﺘﻲ ﺘﺴﻬﻡ ﺒﺸﻜل ﻜﺒﻴﺭ ﻓﻲ
ﺩﻓﻊ ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺎﻤﻠﻴﻥ ﻝﻠﺒﺩل ﻭﺍﻝﻌﻁﺎﺀ ،ﺸﺭﻁ ﻗﻴﺎﻤﻬﺎ ) ﺍﻝﻌﻤﻠﻴﺔ( ﻋﻠﻰ ﺃﺴﺱ ﻋﻠﻤﻴﺔ ﻭﻤﻭﻀﻭﻋﻴﺔ ﻤﺘﺠﺩﺩﺓ
ﺒﺎﺴﺘﻤﺭﺍﺭ ﺘﻨﺩﺭﺝ ﻀﻤﻥ ﻨﻅﺎﻡ ﺍﻝﺤﻭﺍﻓﺯ.
-4ﺇﻥ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﺤﺩ ﺍﻻﻫﺘﻤﺎﻤﺎﺕ ﺍﻷﺴﺎﺴﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ ﺍﻝﺘﻲ ﻴﻨﺒﻐﻲ ﺘﺤﻘﻴﻘﻬﺎ ﻤﻥ
ﺨﻼل ﻋﻤﻠﻴﺔ ﺍﻝﺘﺤﻔﻴﺯ.
-5ﺃﻤﺎﻡ ﺍﻝﺘﻜﻨﻭﻝﻭﺠﻴﺎ ﺍﻝﻤﺘﻁﻭﺭﺓ ﻭﺍﻝﺘﻭﺠﻪ ﻨﺤﻭ ﺍﻗﺘﺼﺎﺩ ﺍﻝﺴﻭﻕ ﻭﺍﻝﻤﻨﺎﻓﺴﺔ ﺍﻝﺸﺩﻴﺩﺓ ﺘﻭﺠﺏ ﻋﻠﻰ ﺍﻝﻤﺅﺴﺴﺔ
ﺘﺤﻔﻴﺯ ﻤﻭﺍﺭﺩﻫﺎ ﺍﻝﺒﺸﺭﻴﺔ ﻝﻀﻤﺎﻥ ﺍﻝﻭﻻﺀ ﻝﻬﺎ.
-6ﺘﺤﻘﻴﻕ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻠﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﻝﻴﺱ ﺒﺎﻷﻤﺭ ﺍﻝﺴﻬل ﻜﻭﻨﻪ ﺫﺍ ﺼﻠﺔ ﺒﻨﻔﻴﺴﺔ ﺍﻝﻔﺭﺩ ،ﻤﻥ ﺜﻤﺔ
ﻻﺒﺩ ﻤﻥ ﺘﻔﻬﻡ ﺩﻭﺍﻓﻊ ﺍﻷﻓﺭﺍﺩ ﻭ ﻤﻭﺍﺠﻬﺘﻬﺎ ﺒﻤﺨﺘﻠﻑ ﺍﻝﺤﻭﺍﻓﺯ ﻭﻨﻌﻨﻲ ﺒﺫﻝﻙ ﺘﻭﺍﻓﻕ ﺍﻝﺤﺎﻓﺯ ﻤﻊ ﺍﻝﺩﺍﻓﻊ .
-7ﻤﻴﺩﺍﻨﻴﺎ :ﺘﻭﻓﺭ ﻤﺨﺘﻠﻑ ﺍﻝﺤﻭﺍﻓﺯ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺍﻝﻤﺎﺩﻴﺔ ﻭﺍﻝﻤﻌﻨﻭﻴﺔ ﻝﻜﻨﻬﺎ ﺘﻔﺘﻘﺩ ﺃﺴﻤﻰ ﺍﻝﻤﺒﺎﺩﺉ ﺍﻷﺴﺎﺴﻴﺔ
ﻓﻲ ﺘﻁﺒﻴﻘﻬﺎ ،ﻓﻨﻅﺎﻡ ﺍﻝﺤﻭﺍﻓﺯ ﻻ ﻴﺘﻭﻓﺭ ﻋﻠﻰ ﺍﻷﺴﺱ ﻭﻤﺘﻁﻠﺒﺎﺕ ﺘﻘﺩﻴﻡ ﺍﻝﺤﻭﺍﻓﺯ.
-8ﺃﻅﻬﺭﺕ ﻨﺘﺎﺌﺞ ﺍﻻﺴﺘﺒﻴﺎﻥ ﺍﻝﺨﺎﺼﺔ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﺩﺭﺠﺔ ﻤﺘﺩﻨﻴﺔ ﻝﺤﺎﻝﺔ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﻤﻔﺭﺩﺍﺕ
ﻋﻴﻨﺔ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻝﺘﻲ ﺸﻤﻠﺕ ﻓﺌﺔ ﺍﻹﻁﺎﺭﺍﺕ ،ﺍﻝﺘﺤﻜﻡ ﻭﺍﻝﺘﻨﻔﻴﺫ ﻭ ﺒﺸﻜل ﻋﺎﻡ ﻤﻴﺯﻨﺎ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﺤﻭل
ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ،ﻭﺇﻥ ﻜﺎﻨﺕ ﻤﺘﻔﺎﻭﺘﺔ ﺒﻴﻥ ﺍﻝﻔﺌﺎﺕ ﺍﻝﺜﻼﺙ ﺇﻻ ﺃﻥ ﻨﺴﺒﺔ ﺍﻝﻤﻌﺎﺭﻀﺔ ﻜﺎﻨﺕ ﻤﺭﺘﻔﻌﺔ
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ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻻﻗﺘﺮﺍﺣﺎﺕ ..........................................................................................................................................................
ﻓﺎﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﺭﻏﻡ ﺘﻭﻓﺭﻫﺎ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﺇﻻ ﺇﻥ ﺃﺜﺭﻫﺎ ﻋﻠﻰ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻜﺎﻥ
ﺴﻠﺒﻴﺎ ﻓﺎﻷﻓﺭﺍﺩ ﻏﻴﺭ ﺭﺍﻀﻭﻥ ﻋﻥ ﺘﻠﻙ ﺍﻝﻤﻜﺎﻓﺂﺕ ﻤﻘﺎﺭﻨﺔ ﺒﺎﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺍﻝﺘﻲ ﺸﻤﻠﺕ )ﻅﺭﻭﻑ
ﺍﻝﻌﻤل ﺍﻻﺘﺼﺎل ﺇﺸﺭﺍﻑ ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ،ﻤﺤﺘﻭﻯ ﺍﻝﻌﻤل( ،ﺍﻝﺘﻲ ﻜﺎﻥ ﻝﻬﺎ ﺃﺜﺭﺍ ﺇﻴﺠﺎﺒﻲ ﻭﺍﻥ ﻜﺎﻥ ﻤﻨﺨﻔﻀﺎ
ﻭﻴﺘﻔﺎﻭﺕ ﻤﻥ ﻓﺌﺔ ﺇﻝﻰ ﺃﺨﺭﻯ.
-9ﺇﻥ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﻤﺘﻭﺼل ﺇﻝﻴﻬﺎ ﻤﻥ ﺨﻼل ﺘﺤﻠﻴل ﻤﻌﻁﻴﺎﺕ ﺍﻻﺴﺘﺒﻴﺎﻥ ﺘﺅﻜﺩ ﺍﻝﻤﻴﻭل ﺍﻝﻜﺒﻴﺭ ﻝﻠﻤﻜﺎﻓﺂﺕ
ﺍﻝﻤﺎﺩﻴﺔ ﻝﺩﻯ ﺃﻓﺭﺍﺩ ﻋﻴﻨﺔ ﺍﻝﺒﺤﺙ ،ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﺫﻝﻙ ﻓﺎﻝﻤﻘﺎﺒﻠﺔ ﺍﻝﺸﺨﺼﻴﺔ ﺒﺒﻌﺽ ﺃﻓﺭﺍﺩ ﻋﻴﻨﺔ ﺍﻝﺒﺤﺙ
ﻴﺅﻜﺩﻭﻥ ﻋﻠﻰ ﻀﺭﻭﺭﺓ ﺘﻭﻓﺭ ﺍﻝﻤﻜﺎﻓﺂﺕ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﻤﺸﺠﻌﺔ ﻋﻠﻰ ﺍﻝﻌﻤل ﻤﻥ ﺠﻬﺔ ﻭ ﻤﻥ ﺠﻬﺔ ﺃﺨﺭﻯ
ﺘﺤﻘﻴﻕ ﺍﻝﻤﺴﺎﻭﺍﺓ ﻓﻲ ﺘﻘﺩﻴﻤﻬﺎ ،ﻫﺫﺍ ﻻ ﻴﻤﻨﻊ ﺃﻨﻬﻡ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﺍﻝﺘﺩﻋﻴﻡ ﺍﻝﻤﻌﻨﻭﻱ ﺍﻝﻤﻜﻤل ﻝﻠﺘﺩﻋﻴﻡ ﺍﻝﻤﺎﺩﻱ.
-10ﻏﻴﺎﺏ ﺤﻕ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻤﺤل ﺍﻝﺩﺭﺍﺴﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﻤﻌﺭﻓﺘﻪ ﻝﻤﺤﺘﻭﻯ ﺍﻻﺘﻔﺎﻗﻴﺔ
ﺍﻝﺠﻤﺎﻋﻴﺔ ﻝﻠﻤﺅﺴﺴﺔ.
-11ﺍﻝﻌﻭﺍﻤل ﺍﻝﺸﺨﺼﻴﺔ ﻜﺎﻝﺠﻨﺱ ﻭﺍﻝﻤﺴﺘﻭﻯ ﺍﻝﺘﻌﻠﻴﻤﻲ ﻭﺍﻝﻌﻤﺭ ﻭﺍﻷﻗﺩﻤﻴﺔ ﻓﻲ ﺍﻝﻌﻤل ﻜﻠﻬﺎ ﻋﻭﺍﻤل ﻝﻬﺎ
ﺠﺎﻨﺏ ﻤﻥ ﺍﻝﺘﺄﺜﻴﺭ ﻋﻠﻰ ﻤﺴﺘﻭﻯ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ،ﻭﻝﻴﺱ ﻫﻨﺎﻙ ﻋﻼﻗﺔ ﻤﺤﺩﺩﺓ ﺒﺎﻝﻀﺒﻁ ﺒﻴﻨﻬﻤﺎ.
-2-1ﺍﻻﻗﺘﺭﺍﺤﺎﺕ:
ﺇﻥ ﺍﻝﻨﺘﺎﺌﺞ ﺍﻝﻤﺘﻭﺼل ﺇﻝﻴﻬﺎ ﺘﻘﻭﺩﻨﺎ ﻝﺘﻘﺩﻴﻡ ﺒﻌﺽ ﺍﻻﻗﺘﺭﺍﺤﺎﺕ ﻓﻴﻤﺎ ﻴﺨﺹ ﺘﺤﻔﻴﺯ ﺍﻝﻤﻭﺭﺩ ﺍﻝﺒﺸﺭﻱ
ﻭﺍﻻﻫﺘﻤﺎﻡ ﺒﻪ ﻓﻲ ﺍﻝﻨﻘﺎﻁ ﺍﻝﺘﺎﻝﻴﺔ:
-1ﻀﺭﻭﺭﺓ ﺘﻔﻬﻡ ﺤﺎﺠﺎﺕ ﺃﻱ ﻓﺭﺩ ﺒﺎﻝﻤﺅﺴﺴﺔ ﻓﻲ ﻤﺨﺘﻠﻑ ﺍﻝﻤﺴﺘﻭﻴﺎﺕ )ﺍﻝﻌﻠﻴﺎ ،ﺍﻝﻤﺘﻭﺴﻁﺔ ﻭﺍﻝﺩﻨﻴﺎ(
ﺒﺩﺀﺍ ﺒﺘﻭﻓﺭ ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﻤﺴﺘﻘﻠﺔ ﺒﺫﺍﺘﻬﺎ ﻭ ﺒﺄﺴﺴﻬﺎ ﺍﻝﺨﺎﺼﺔ ﺒﻬﺎ.
-2ﻀﺭﻭﺭﺓ ﺘﻜﻭﻴﻥ ﺍﻝﻔﺭﺩ ،ﻓﺫﻝﻙ ﻤﻥ ﺸﺄﻨﻪ ﺩﻓﻊ ﺍﻝﻌﺎﻤل ﻝﻠﺒﺩل ﻭ ﺍﻝﻌﻁﺎﺀ ،ﻭﺇﺤﺴﺎﺴﻪ ﺒﺄﻨﻪ ﺠﺯﺀ ﻤﻬﻡ
ﺒﺎﻝﻤﺅﺴﺴﺔ.
-3ﻻ ﺒﺩ ﻤﻥ ﺇﻋﺩﺍﺩ ﻨﻅﺎﻡ ﻝﻠﺤﻭﺍﻓﺯ ﻤﻊ ﺘﺠﺩﻴﺩﻩ ﺤﺴﺏ ﺍﻝﻅﺭﻭﻑ ﺍﻝﺘﻲ ﺘﻨﺸﻁ ﻓﻴﻬﺎ ﺍﻝﻤﺅﺴﺴﺔ ﻭ ﺤﺴﺏ
ﺨﺼﺎﺌﺹ ﺃﻱ ﻓﺭﺩ ﻋﺎﻤل.
-4ﻻ ﺒﺩ ﻤﻥ ﺍﻝﻭﻀﻭﺡ ﻓﻲ ﺘﻁﺒﻴﻕ ﻨﻅﺎﻡ ﺍﻝﺤﻭﺍﻓﺯ ﻭ ﺘﻌﺭﻴﻔﻪ ﻝﻤﺨﺘﻠﻑ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺇﻀﺎﻓﺔ ﺇﻝﻰ ﻤﺸﺎﺭﻜﺘﻬﻡ
ﻓﻲ ﺇﻋﺩﺍﺩﻩ ،ﻭﺘﻘﺒل ﻜل ﺍﻗﺘﺭﺍﺤﺎﺘﻬﻡ ﻭﺁﺭﺍﺌﻬﻡ.
-5ﻻﺒﺩ ﻤﻥ ﺘﺸﺠﻴﻊ ﺍﻝﻌﻤل ﺍﻝﺠﻤﺎﻋﻲ ﺍﻝﻤﺒﻨﻲ ﻋﻠﻰ ﺍﻝﺘﻌﺎﻭﻥ ﻭﺍﻝﺘﻜﺎﻤل ﻝﻤﺎ ﻝﻪ ﻤﻥ ﺘﺸﺠﻴﻊ ﻤﻌﻨﻭﻱ .
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ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻻﻗﺘﺮﺍﺣﺎﺕ ..........................................................................................................................................................
-6ﺇﻋﺎﺩﺓ ﺍﻝﻨﻅﺭ ﻓﻲ ﺍﻝﻤﻨﻅﻭﻤﺔ ﺍﻻﺘﺼﺎﻝﻴﺔ ﺍﻝﺭﺴﻤﻴﺔ ﻜﻭﻨﻬﺎ ﺍﻷﺴﺎﺱ ﻓﻲ ﻨﻘل ﺍﻝﻤﻌﻠﻭﻤﺎﺕ .
-7ﺇﻋﺎﺩﺓ ﺍﻝﻨﻅﺭ ﻓﻲ ﻤﻨﺎﺼﺏ ﺒﻌﺽ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺃﻱ ﻭﻀﻊ ﺍﻝﻌﺎﻤل ﺍﻝﻤﻨﺎﺴﺏ ﻓﻲ ﺍﻝﻤﻜﺎﻥ ﺍﻝﻤﻨﺎﺴﺏ.
-8ﺍﻻﻫﺘﻤﺎﻡ ﺒﻭﻅﻴﻔﺔ ﺍﻝﺘﻭﻅﻴﻑ ﺃﺤﺩ ﻭﻅﺎﺌﻑ ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺍﻝﺘﻲ ﺘﺤﺩﺩ ﻤﻜﺎﻥ ﺍﻝﻔﺭﺩ ﺍﻝﻤﻨﺎﺴﺏ
ﻝﻪ ،ﺇﺫﺍ ﺘﻤﺕ ﻋﻠﻰ ﺃﺴﺱ ﻋﻠﻤﻴﺔ ﺒﻌﻴﺩﺍ ﻋﻥ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻝﺸﺨﺼﻴﺔ.
-9ﺍﻝﻌﻤل ﺒﻤﺒﺩﺃ ﺍﻝﺠﻭﺩﺓ ﺍﻝﺸﺎﻤﻠﺔ ،ﻓﻬﺫﺍ ﺍﻷﺨﻴﺭ ﻴﻤﺱ ﻜﺫﻝﻙ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ.
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ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻻﻗﺘﺮﺍﺣﺎﺕ ..........................................................................................................................................................
شكر و تقدير
ﺃﺣﻤﺪ ﺍﻟﻠﻪ ﻋﺰﻭﺟﻞ ﺃﻭﻻ ﻋﻠﻰ ﺗﻮﻓﻴﻘﻪ ﻟﻲ ﻓﻲ ﺛﻤﺮﺓ ﺟﻬﺪﻱ ﻫﺬﻩ ﻭ ﻋﻠﻰ ﺇﻧﺎﺭﺗﻪ ﻟﻲ ﻓﻲ
ﺩﺭﻭﺏ ﺍﻟﻌﻠﻢ ﻭ ﺍﻻﺟﺘﻬﺎﺩ ،ﻓﺎﻟﺤﻤﺪ ﻟﻚ ﻳﺎﺭﺏ ﻭ ﺍﻟﺸﻜﺮ ﺍﻟﺠﺰﻳﻞ ﻟﻌﻄﺎﺋﻚ ﻭﻧﻌﻤﻚ ﺃﻣﺎ ﺑﻌﺪ :
ﺃﺗﻘﺪﻡ ﺑﺠﺰﻳﻞ ﺍﻟﺸﻜﺮ ﺇﻟﻰ ﻣﻦ ﻛﺎﻥ ﺳﻨﺪﻱ ﺑﺠﻬﺪﻩ ﻭ ﺃﺳﺘﺎﺫﻱ ﺑﻌﻤﻠﻪ ﻭ ﻣﺆﻃﺮﻱ ﻓﻲ ﻫﺬﺍ
ﺍﻟﻌﻤﻞ ﺍﻟﻤﺘﻮﺍﺿﻊ ﺇﻟﻰ ﻋﺒﺪ ﺍﻟﻔﺘﺎﺡ ﺑﻮﺧﻤﺨﻢ ﻓﺸﻜﺮﺍ ﺟﺰﻳﻼ ﻳﺎ ﻣﻦ ﻟﻢ ﺗﺒﺨﻞ ﻋﻠﻲ ﺑﻌﻠﻤﻚ ﻭ ﺧﺒﺮﺗﻚ
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ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻻﻗﺘﺮﺍﺣﺎﺕ ..........................................................................................................................................................
ﻛﻤﺎ ﺃﺗﻘﺪﻡ ﺑﺠﺰﻳﻞ ﺍﻟﺸﻜﺮ ﻟﻌﻤﺎﻝ ﻣﻠﺒﻨﺔ ﻧﻮﻣﻴﺪﻳﺎ ﺍﻟﺬﻳﻦ ﺳﻬﻠﻮﺍ ﻟﻲ ﺍﻟﻌﻤﻞ ﻋﺒﺮ ﻣﺮﺍﺣﻠﻪ
ﺍﻟﻤﺨﺘﻠﻔﺔ
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ﺍﻟﻨﺘﺎﺋﺞ ﻭﺍﻻﻗﺘﺮﺍﺣﺎﺕ ..........................................................................................................................................................
ﺘﻨﺎﻭﻝﻨﺎ ﻓﻲ ﻫﺫﺍ ﺍﻝﻔﺼل ﻋﺭﺽ ﻭ ﺘﺤﻠﻴل ﻭ ﻤﻨﺎﻗﺸﺔ ﻨﺘﺎﺌﺞ ﺍﻝﺩﺭﺍﺴﺔ ﻭ ﻤﻨﻬﺠﻴﺔ ﺍﻝﻌﻤل ﻭ ﺍﻝﺘﺤﻠﻴل ﺍﻝﺘﻲ
ﺘﻬﺩﻑ ﺃﺴﺎﺴﺎ ﺇﻝﻰ ﺇﺒﺭﺍﺯ ﻤﺩﻯ ﺘﺄﺜﺭ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﺒﺎﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﺎﺩﻴﺔ ﻭ ﺍﻝﻤﻌﻨﻭﻴﺔ
ﻝﻘﺩ ﺃﻓﺭﺯﺕ ﻨﺘﺎﺌﺞ ﺍﻝﺩﺭﺍﺴﺔ ﺍﻹﺴﺘﺒﻴﺎﻨﻴﺔ ﺤﺎﻝﺔ ﻤﻥ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺍﻝﺴﻠﺒﻴﺔ ﻭ ﺍﻻﻴﺠﺎﺒﻴﺔ ﺤﻭل ﻤﺨﺘﻠﻑ
ﺍﻝﻤﺤﺎﻭﺭ ﺍﻝﺘﻲ ﺘﻀﻤﻨﺕ ﺍﻝﻌﻭﺍﻤل ﺍﻝﻤﺅﺜﺭﺓ ﻓﻲ ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭ ﺒﻤﻌﻨﻰ ﺃﺨﺭ ﺃﻨﻭﺍﻉ ﺍﻝﺤﻭﺍﻓﺯ ،ﻓﺠﺎﺀﺕ ﺭﺩﻭﺩ
ﺍﻝﻔﻌل ﺴﻠﺒﻴﺔ ﻓﻴﻤﺎ ﻴﺨﺹ ﺍﻝﻤﻜﺎﻓﺄﺓ ﺍﻝﻤﺎﺩﻴﺔ ﺍﻝﻤﻘﺩﻤﺔ ﻤﻥ ﻁﺭﻑ ﺍﻝﻤﺅﺴﺴﺔ ﻓﺭﻏﻡ ﺘﻭﻓﺭﻫﺎ ﻓﻬﻲ ﻝﻡ ﺘﺭﻕ ﺇﻝﻰ
ﺇﺸﺒﺎﻉ ﺤﺎﺠﺎﺕ ﻤﺨﺘﻠﻑ ﺃﻓﺭﺍﺩ ﻋﻴﻨﺔ ﺍﻝﺩﺭﺍﺴﺔ .
ﺃﻤﺎ ﺍﻝﺤﻭﺍﻓﺯ ﺍﻝﻤﻌﻨﻭﻴﺔ ﺍﻝﺘﻲ ﺸﻤﻠﺕ ﻁﺒﻴﻌﺔ ﺍﻻﺘﺼﺎل ،ﻁﺒﻴﻌﺔ ﺍﻹﺸﺭﺍﻑ ،ﺠﻤﺎﻋﺔ ﺍﻝﻌﻤل ،ﻤﺤﺘﻭﻯ
ﺍﻝﻌﻤل ﻭ ﻅﺭﻭﻑ ﺍﻝﻌﻤل ،ﻓﺘﻔﺎﻭﺘﺕ ﺭﺩﻭﺩ ﺍﻝﻔﻌل ﺒﻴﻥ ﺍﻻﻴﺠﺎﺒﻴﺔ ﺃﺤﻴﺎﻨﺎ ﻭ ﺍﻝﺴﻠﺒﻴﺔ ﺃﺤﻴﺎﻨﺎ ﺃﺨﺭﻯ ،ﻭ ﻤﺎ ﺘﻡ
ﺍﻝﻭﺼﻭل ﺇﻝﻴﻪ ﺤﺎﻝﺔ ﻋﺩﻡ ﺍﻝﺭﻀﺎ ﻋﻥ ﻤﺎ ﻫﻭ ﻤﺘﻭﻓﺭ ﺒﺎﻝﻤﺅﺴﺴﺔ ﺒﺠﺎﻨﺒﻪ ﺍﻝﻤﺎﺩﻱ ﻭ ﺍﻝﻤﻌﻨﻭﻱ ،ﻭ ﺇﻥ ﻜﺎﻨﺕ
ﺒﻌﺽ ﺍﻝﺭﺩﻭﺩ ﺍﻻﻴﺠﺎﺒﻴﺔ ﺘﻌﻜﺱ ﺤﺎﻝﺔ ﻤﻥ ﺍﻝﺭﻀﺎ ﻓﻬﻭ ﻴﺒﻘﻰ ﻨﺴﺒﻲ .
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ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
ﺍﻝﻤﺭﺍﺠـــــــﻊ
.1ﺍﻝﻤﺭﺍﺠﻊ ﺍﻝﻌﺭﺒﻴـﺔ :
.1.1ﺍﻝﻜﺘﺏ :
.1ﺃﺤﻤﺩ ﺯﻜﻲ ،ﻤﻌﺠﻡ ﻤﺼﻁﻠﺤﺎﺕ ﺍﻝﻌﻠﻭﻡ ﺍﻹﺩﺍﺭﻴﺔ ،ﺩﺍﺭ ﺍﻝﻜﺘﺎﺏ ﺍﻝﻤﺼﺭﻱ ،ﺩ.ﺱ.
.2ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ،ﻷﺴﺱ ﺍﻝﺴﻠﻭﻜﻴﺔ ﻭ ﺃﺩﻭﺍﺕ ﺍﻝﺒﺤﺙ ﺍﻝﺘﻁﺒﻴﻘﻲ ،ﺩﺍﺭ
ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻁﺒﺎﻋﺔ ﻭ ﺍﻝﻨﺸﺭ ،ﺒﻴﺭﻭﺕ.1983،
.3ﺃﺤﻤﺩ ﺼﻘﺭ ﻋﺎﺸﻭﺭ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﺩﺍﺭ ﺍﻝﻤﻌﺭﻓﺔ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ
.1997
.4ﺃﺤﻤﺩ ﻤﺎﻫﺭ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺩﺨل ﺒﻨﺎﺀ ﺍﻝﻤﻬﺎﺭﺍﺕ،ﺍﻝﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﻴﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ
ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.2002 ،
.5ﺃﺸﻭﻙ ﺘﺸﺎﻨﺩﺍ ﺸﻠﺒﺎ ﻜﺎﺒﺭﺍ ،ﺇﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺘﺭﺠﻤﺔ ﻋﺒﺩ ﺍﻝﻤﻨﻌﻡ ﺃﺤﻤﺩ ﺍﻝﺨﺯﺍﻤﻲ
ﺩﺍﺭ ﺍﻝﻔﺠﺭ ﻝﻠﻨﺸﺭ،ﺍﻝﻘﺎﻫﺭﺓ.2002،
.7ﺠﻼل ﺇﺒﺭﺍﻫﻴﻡ ﺍﻝﻌﺒﺩ ،ﺇﺩﺍﺭﺓ ﺍﻷﻋﻤﺎل ،ﻤﺩﺨل ﺍﺘﺨﺎﺫ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻭﺒﻨﺎﺀ ﺍﻝﻤﻬﺭﺍﺕ ،ﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﺔ
ﺍﻝﺠﺩﻴﺩﺓ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.2003 ،
.8ﺠﻤﺎل ﺍﻝﺩﻴﻥ ﻝﻌﻭﻴﺴﺎﺕ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻭ ﺍﻝﺘﻁﻭﻴﺭ ﺍﻹﺩﺍﺭﻱ ،ﺩﺍﺭ ﻫﻭﻤﺔ ﻝﻠﻁﺒﺎﻋﺔ ﻭ ﺍﻝﻨﺸﺭ
ﺍﻝﺠﺯﺍﺌﺭ.2002 ،
.9ﺠﻤﺎل ﺍﻝﺩﻴﻥ ﻤﺤﻤﺩ ﺍﻝﻤﺭﺴﻲ ،ﺍﻹﺩﺍﺭﺓ ﺍﻹﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻝﻠﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﻤﺩﺨل ﻝﺘﺤﻘﻴﻕ ﻤﻴﺯﺓ
ﺘﻨﺎﻓﺴﻴﺔ ﻝﻤﻨﻅﻤﺔ ﺍﻝﻘﺭﻥ ﺍﻝﺤﺎﺩﻱ ﻭ ﺍﻝﻌﺸﺭﻴﻥ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،ﺍﻝﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﻴﺔ.2003 ،
.10ﺠﻭﺭﺝ ﻓﺭﻴﺩﻤﺎﻥ ،ﺭﺴﺎﻝﺔ ﻓﻲ ﺴﻭﺴﻴﻭﻝﻭﺠﻴﺎ ﺍﻝﻌﻤل ،ﺘﺭﺠﻤﺔ ﺤﺴﻴﻥ ﺤﻴﺩﺭ ،ﻁ ،1ﺩﻴﻭﺍﻥ
ﺍﻝﻤﻁﺒﻭﻋﺎﺕ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻝﺠﺯﺍﺌﺭ ،ﺝ.1985 ،1
.11ﺤﺴﻴﻥ ﺤﺭﻴﻡ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺴﻠﻭﻙ ﺍﻷﻓﺭﺍﺩ ﻭ ﺍﻝﺠﻤﺎﻋﺎﺕ ﻓﻲ ﻤﻨﻅﻤﺔ ﺍﻷﻋﻤﺎل ،ﺩﺍﺭ
ﺤﺎﻤﺩ ﻝﻠﻨﺸﺭ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ.2004 ،
233
ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.12ﺤﻤﺩﻱ ﻓﺅﺍﺩ ﻋﻠﻲ ،ﺍﻝﺘﻨﻅﻴﻡ ﻭﺍﻹﺩﺍﺭﺓ ﺍﻝﺤﺩﻴﺜﺔ ،ﺍﻷﺼﻭل ﺍﻝﻌﻠﻤﻴﺔ ﻭﺍﻝﻌﻤﻠﻴﺔ ،ﺩﺍﺭ ﺍﻝﻨﻬﻀﺔ
ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﺒﻴﺭﻭﺕ.1981 ،
.13ﺨﻀﻴﺭ ﻜﺎﻅﻡ ﻤﺤﻤﻭﺩ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺩﺍﺭ ﺼﻔﺎﺀ ﻝﻠﻨﺸﺭ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ.2002 ،
.14ﺩﺍﻓﻴﺩ ﻭﻴﺘﻭﻥ ﻭ ﺘﻴﻡ ﻜﺎﻤﻴﺭﻭﻥ ،ﺍﻹﺩﺍﺭﺓ ﻭ ﺍﻝﻘﻴﺎﺩﺓ ،ﺍﻝﻌﻼﻗﺎﺕ ،ﺍﻝﺘﻔﺎﻋل ﺍﻹﻴﺠﺎﺒﻲ ،ﺘﺭﺠﻤﺔ
ﻤﺤﻤﺩ ﻤﺤﻤﻭﺩ ﻋﺒﺩ ﺍﻝﻌﻠﻴﻡ ،ﻤﺭﻜﺯ ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ﺒﻤﻴﻙ ،ﺍﻝﻘﺎﻫﺭﺓ .2001،
.15ﺭﺍﻭﻴﺔ ﻤﺤﻤﺩ ﺤﺴﻥ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﻤﻜﺘﺏ ﺍﻝﺠﺎﻤﻌﻲ ﺍﻝﺤﺩﻴﺙ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.1999 ،
.16ﺭﺸﻴﺩ ﺯﺭﻭﺍﺘﻲ ،ﺘﺩﺭﻴﺒﺎﺕ ﻋﻠﻰ ﻤﻨﻬﺠﻴﺔ ﺍﻝﺒﺤﺙ ﺍﻝﻌﻠﻤﻲ ،ﻁ ،1ﺠﺎﻤﻌﺔ ﻤﺤﻤﺩ ﺒﻭﻀﻴﺎﻑ
ﺍﻝﻤﺴﻴﻠﺔ.2002 ،
.18ﺴﻌﺎﺩ ﻨﺎﺌﻑ ﺒﺭﻨﻭﻁﻲ ،ﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺩﺍﺭ ﻭﺍﺌل ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ
2004
.19ﺴﻌﺩ ﺠﻼل ،ﺍﻝﻤﺭﺠﻊ ﻓﻲ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ،ﺩﺍﺭ ﺍﻝﻔﻜﺭ ﺍﻝﻌﺭﺒﻲ ،ﺍﻝﻘﺎﻫﺭﺓ.1985 ،
.20ﺴﻌﺩ ﻋﻴﺩ ﻤﺭﺴﻲ ﺒﺩﺭ ،ﻋﻤﻠﻴﺔ ﺍﻝﻌﻤل ﻤﺩﺨل ﻓﻲ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﺍﻝﺼﻨﺎﻋﻲ ،ﺩﺍﺭ ﺍﻝﻤﻌﺭﻓﺔ
ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.2000 ،
.21ﺴﻌﻴﺩ ﻴﺱ ﻋﺎﻤﺭ ،ﺍﻻﺘﺼﺎﻻﺕ ﺍﻹﺩﺍﺭﻴﺔ ﻭﺍﻝﻤﺩﺨل ﺍﻝﺴﻠﻭﻜﻲ ﻝﻬﺎ ،ﻁ ،2ﻤﺼﺭ ﺍﻝﺠﺩﻴﺩﺓ ،ﺍﻝﻘﺎﻫﺭﺓ
.2000
.22ﺴﻠﻴﻤﺎﻥ ﺃﺤﻤﻴﺔ ،ﺍﻝﺘﻨﻅﻴﻡ ﺍﻝﻘﺎﻨﻭﻨﻲ ﻝﻌﻼﻗﺎﺕ ﺍﻝﻌﻤل ﻓﻲ ﺍﻝﺘﺸﺭﻴﻊ ﺍﻝﺠﺯﺍﺌﺭﻱ ،ﻋﻼﻗﺔ ﺍﻝﻌﻤل
ﺍﻝﻔﺭﺩﻴﺔ ﺩﻴﻭﺍﻥ ﺍﻝﻤﻁﺒﻭﻋﺎﺕ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻝﺠﺯﺍﺌﺭ ،ﺝ.2000 ،2
.23ﺴﻴﻼﻗﻲ ﺃﻨﺩﺭﻭﺩﻱ ﻭﺠﻲ ﻭﻻﺱ ﻤﺎﺭﻙ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻭﺍﻷﺩﺍﺀ ،ﺍﻝﻤﻌﻠﻤﺔ ﺍﻝﻌﺭﺒﻴﺔ
ﺍﻝﺴﻌﻭﺩﻴﺔ ،ﻤﻌﻬﺩ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﺎﻤﺔ.1991 ،
.25ﺸﻔﻴﻕ ﺭﻀﻭﺍﻥ ،ﺍﻝﺴﻠﻭﻜﻴﺔ ﻭﺍﻹﺩﺍﺭﺓ ،ﻁ ،1ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﺠﺎﻤﻌﻴﺔ ﻝﻠﺩﺭﺍﺴﺎﺕ ،ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ
.1994
.26ﺼﺎﺤﺏ ﺃﺒﻭ ﺤﻤﺩ ﺁل ﻋﻠﻲ ،ﺴﻨﺎﻥ ﻜﺎﻅﻡ ﺍﻝﻤﻭﺴﻭﻱ ،ﺍﻹﺩﺍﺭﺓ ﻝﻤﺤﺎﺕ ﻤﻌﺎﺼﺭﺓ ،ﻁ ،1ﻤﺅﺴﺴﺔ
ﺍﻝﻭﺭﺍﻕ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ.2001 ،
234
ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.27ﺼﻼﺡ ﺍﻝﺩﻴﻥ ﻤﺤﻤﺩ ﻋﺒﺩ ﺍﻝﺒﺎﻗﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﻴﺔ.2003 ،
.28ﺼﻼﺡ ﺍﻝﺸﻨﻭﺍﻨﻲ ،ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ﻭﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﺩﺍﺭ ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ،ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ
.1970
.30ﻁﻠﻌﺕ ﺇﺒﺭﺍﻫﻴﻡ ﻝﻁﻔﻲ ،ﻤﺩﺨل ﺇﻝﻰ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ،ﺩﺍﺭ ﻏﺭﻴﺏ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ
ﺍﻝﻘﺎﻫﺭﺓ ،ﺩ.ﺱ.
.31ﻁﻠﻌﺕ ﺇﺒﺭﺍﻫﻴﻡ ﻝﻁﻔﻲ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﺍﻝﺼﻨﺎﻋﻲ ،ﺩﺍﺭ ﻏﺭﻴﺏ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺩ.ﺱ.
.32ﻁﻪ ﺍﻝﺠﺯﺭﺍﻭﻱ ،ﺍﻹﺩﺍﺭﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ﻭﻤﺴﺘﻠﺯﻤﺎﺕ ﺍﻝﺘﻘﺩﻡ ﺍﻻﻗﺘﺼﺎﺩﻱ ،ﻁ ،2ﺩﺍﺭ ﺍﻝﻁﻠﻴﻌﺔ
ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ.1973 ،
.34ﻋﺎﺩل ﺯﺍﻴﺩ ،ﺍﻷﺩﺍﺀ ﺍﻝﺘﻨﻅﻴﻤﻲ ﺍﻝﻤﺘﻤﻴﺯ ،ﺍﻝﻁﺭﻴﻕ ﺇﻝﻰ ﻤﻨﻅﻤﺔ ﺍﻝﻤﺴﺘﻘﺒل ،ﺍﻝﻤﻨﻅﻤﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﺘﻨﻤﻴﺔ
ﺍﻹﺩﺍﺭﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ.2003 ،
.35ﻋﺎﻴﺩﺓ ﺨﻁﺎﺏ ،ﺍﻹﺩﺍﺭﺓ ﺍﻻﺴﺘﺭﺍﺘﻴﺠﻴﺔ ﻓﻲ ﻗﻁﺎﻉ ﺍﻷﻋﻤﺎل ﻭﺍﻝﺨﺩﻤﺎﺕ ،ﺩﺍﺭ ﺍﻝﻔﻜﺭ ،ﺍﻝﻘﺎﻫﺭﺓ
.1989
.36ﻋﺒﺩ ﺍﻝﺤﻜﻡ ﺃﺤﻤﺩ ﺍﻝﺨﺯﺍﻤﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ﺇﻝﻰ ﺃﻴﻥ ،ﺍﻝﺘﺤﺩﻴﺎﺕ ،ﺍﻝﺘﺠﺎﺭﺏ ،ﺍﻝﺘﻁﻠﻌﺎﺕ
ﻁ ،1ﺍﻝﻘﺎﻫﺭﺓ .2003،
.37ﻋﺒﺩ ﺍﻝﺭﺤﻤﻥ ﺍﻝﻌﻴﺴﻭﻱ ،ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻹﺩﺍﺭﻱ ،ﻤﻭﺴﻭﻋﺔ ﻤﻴﺎﺩﻴﻥ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ،ﺩﺍﺭ ﺍﻝﺭﺍﺘﺏ
ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ. 2004 ،
.38ﻋﺒﺩ ﺍﻝﺭﺤﻤﻥ ﺘﻭﻓﻴﻕ ،ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ ﺍﻻﺴﺘﺜﻤﺎﺭ ﺍﻝﺒﺸﺭﻱ ،ﻤﺭﻜﺯ ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ﺒﻤﻴﻙ
ﺍﻝﻘﺎﻫﺭﺓ.1996،
.39ﻋﺒﺩ ﺍﻝﻐﻔﺎﺭ ﺤﻨﻔﻲ ،ﺍﻝﺴﻠﻭﻁ ﺍﻝﺘﻨﻅﻴﻤﻲ ﻭﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ،ﺍﻝﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﻴﺔ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ
ﺒﻴﺭﻭﺕ ،ﻝﺒﻨﺎﻥ.1997 ،
.40ﻋﺒﺩ ﺍﻝﻐﻔﻭﺭ ﻴﻭﻨﺱ ،ﺍﻝﺘﻨﻅﻴﻡ ﺍﻝﺼﻨﺎﻋﻲ ﻭ ﺇﺩﺍﺭﺓ ﺍﻹﻨﺘﺎﺝ ،ﺍﻝﻤﻜﺘﺏ ﺍﻝﻌﺭﺒﻲ ﺍﻝﺤﺩﻴﺙ ،ﺍﻝﻘﺎﻫﺭﺓ
ﺩ.ﺱ.
.41ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻤﻁﺒﻭﻋﺎﺕ ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ2001،
235
ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.42ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺩﻴﺎﺏ ﺤﺴﻴﻥ ،ﺍﻷﻋﻤﺩﺓ ﺍﻝﺴﺒﻌﺔ ﻝﻺﺸﺭﺍﻑ ﺍﻝﻔﻌﺎل ،ﻁ ،2ﺴﻠﺴﻠﺔ ﻤﻁﺒﻭﻋﺎﺕ
ﺍﻝﻤﺠﻤﻭﻋﺔ ﺍﻻﺴﺘﺸﺎﺭﻴﺔ ﺍﻝﻌﺭﺒﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ.1996 ،
.43ﻋﺒﺩ ﺍﻝﻜﺭﻴﻡ ﺒﻥ ﺍﻋﺭﺍﺏ ،ﺘﺴﻴﻴﺭ ﺍﻝﻤﻨﺸﺄﺓ ،ﻤﻨﺸﻭﺭﺍﺕ ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ.2004 ،
.44ﻋﺒﺩ ﺍﻝﻤﻨﻌﻡ ﻋﺒﺩ ﺍﻝﺤﻲ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﺍﻝﺼﻨﺎﻋﻲ ،ﺍﻝﻤﺼﻨﻊ ﻭﻤﺸﻜﻼﺘﻪ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺍﻝﻤﻜﺘﺏ
ﺍﻝﺠﺎﻤﻌﻲ ﺍﻝﺤﺩﻴﺙ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.1984 ،
.45ﻋﻠﻲ ﻋﺒﺩ ﺍﻝﻭﻫﺎﺏ ،ﺍﺴﺘﺭﺍﺘﻴﺠﻴﺎﺕ ﺍﻝﺘﺤﻔﻴﺯ ﺍﻝﻔﻌﺎل ،ﻨﺤﻭ ﺃﺩﺍﺀ ﺒﺸﺭﻱ ﻤﺘﻤﻴﺯ ،ﺩﺍﺭ ﺍﻝﺘﻭﺯﻴﻊ
ﻭﺍﻝﻨﺸﺭ ﺍﻹﺴﻼﻤﻴﺔ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.2000 ،
.46ﻋﻠﻲ ﻏﺭﺒﻲ ﻭ ﺁﺨﺭﻭﻥ ،ﺘﻨﻤﻴﺔ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ،ﺩﺍﺭ ﺍﻝﻬﺩﻯ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ،ﺍﻝﺠﺯﺍﺌﺭ2002،
.47ﻋﻤﺎﺭ ﺍﻝﻁﻴﺏ ﺸﻜﺭﻭﺩ ،ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ ﺍﻝﺤﺩﻴﺙ ،ﻤﻔﺎﻫﻴﻡ ،ﻨﻤﺎﺫﺝ ﻭﻨﻅﺭﻴﺎﺕ
ﻤﻨﺸﻭﺭﺍﺕ ﺠﺎﻤﻌﺔ ﻗﺎﺭﻴﻭﻨﺱ ،ﻝﻴﺒﻴﺎ.1995 ،
.48ﻋﻤﺭ ﺴﻌﻴﺩ ﻭ ﺁﺨﺭﻭﻥ ،ﻤﺒﺎﺩﺉ ﺍﻹﺩﺍﺭﺓ ﺍﻝﺤﺩﻴﺜﺔ ،ﻁ ،1ﻤﻜﺘﺒﺔ ﺩﺍﺭ ﺍﻝﺜﻘﺎﻓﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ
ﻋﻤﺎﻥ.2003 ،
.49ﻋﻤﺭ ﻭﺼﻔﻲ ﻋﻘﻴﻠﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻘﻭﻯ ﺍﻝﻌﺎﻤﻠﺔ ،ﺩﺍﺭ ﺯﻫﺭﺍﻥ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ.1996 ،
.50ﻓﺅﺍﺩ ﺍﻝﺒﻬﻲ ﺍﻝﺴﻴﺩ ،ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻹﺤﺼﺎﺌﻲ ﻭﻗﻴﺎﺱ ﺍﻝﻌﻘل ﺍﻝﺒﺸﺭﻱ ،ﺩﺍﺭ ﺍﻝﻔﻜﺭ ﺍﻝﻌﺭﺒﻲ
ﺍﻝﻘﺎﻫﺭﺓ.2004 ،
.52ﻜﻤﺎل ﺍﻝﺩﺴﻭﻗﻲ ،ﺩﻴﻨﺎﻤﻴﻜﻴﺔ ﺍﻝﺠﻤﺎﻋﺔ ﻓﻲ ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﻭﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻻﺠﺘﻤﺎﻋﻲ ،ﻤﻜﺘﺒـﺔ
ﺍﻷﻨﺠﻠﻭﻤﺼﺭﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ.1979 ،
.53ﻝﻁﻔﻲ ﻁﻠﻌﺕ ﺇﺒﺭﺍﻫﻴﻡ ،ﻋﻠﻡ ﺍﺠﺘﻤﺎﻉ ﺍﻝﺘﻨﻅﻴﻡ ،ﻤﻜﺘﺒﺔ ﻏﺭﻴﺏ ،ﻤﺼﺭ.1992 ،
.54ﻤﺤﺴﻥ ﺃﺤﻤﺩ ﺍﻝﺨﻀﻴﺭﻱ ،ﺍﻹﺩﺍﺭﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ﻝﻠﻭﻗﺕ ،ﺇﻴﺘﺭﺍﻙ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ
ﺍﻝﻘﺎﻫﺭﺓ.2000 ،
.55ﻤﺤﻤﺩ ﺇﺴﻤﺎﻋﻴل ﺒـﻼل ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﺎﺕ ﺍﻝﺠﺩﻴﺩﺓ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ
.2004
.56ﻤﺤﻤﺩ ﺃﻨﻴﺱ ﻗﺎﺴﻡ ﺠﻌﻔﺭ ،ﻨﻅﻡ ﺍﻝﺘﺭﻗﻴﺔ ﻓﻲ ﺍﻝﻭﻅﻴﻔﺔ ﺍﻝﻌﺎﻤﺔ ﻭﺃﺜﺭﻫﺎ ﻓﻲ ﻓﺎﻋﻠﻴﺔ ﺍﻹﺩﺍﺭﺓ ،ﺩﺍﺭ
ﺍﻝﻨﻬﻀﺔ ﺍﻝﻌﺭﺒﻴﺔ ،ﺍﻝﻘﺎﻫﺭﺓ.1973 ،
236
ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.57ﻤﺤﻤﺩ ﺍﻝﺼﻴﺭﻓﻲ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﻤﻔﺎﻫﻴﻡ ﻭﺍﻝﻤﺒﺎﺩﺉ ،ﺩﺍﺭ ﺍﻝﻤﻨﺎﻫﺞ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ
ﻋﻤﺎﻥ.2003 ،
.58ﻤﺤﻤﺩ ﺒﻬﺠﺕ ﺠﺎﺩ ﺍﷲ ﻜﺸﻙ ،ﺍﻝﻤﻨﻅﻤﺎﺕ ﻭﺃﺴﺱ ﺇﺩﺍﺭﺘﻬﺎ ،ﺍﻝﻤﻜﺘﺏ ﺍﻝﺠﺎﻤﻌﻲ ﺍﻝﺤﺩﻴﺙ
ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.1999 ،
.59ﻤﺤﻤﺩ ﺤﺎﻓﻅ ﺤﺠﺎﺯﻱ ،ﺩﻋﻡ ﺍﻝﻘﺭﺍﺭﺍﺕ ﻓﻲ ﺍﻝﻤﻨﻅﻤﺎﺕ ،ﻁ ،1ﺩﺍﺭ ﺍﻝﻭﻓﺎﺀ ﻝﻠﻁﺒﺎﻋﺔ ﻭﺍﻝﻨﺸﺭ
ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.2006 ،
.60ﻤﺤﻤﺩ ﺴﻌﻴﺩ ﺃﻨﻭﺭ ﺴﻠﻁﺎﻥ ،ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺩﺍﺭ ﺍﻝﺠﺎﻤﻌﺔ ﺍﻝﺠﺩﻴﺩﺓ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ.2003،
.61ﻤﺤﻤﺩ ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﻴﺎﻏﻲ ،ﺘﻘﻴﻴﻡ ﺍﻝﻤﻭﻅﻑ ﺍﻝﻌﺎﻡ ﻝﻠﺤﻭﺍﻓﺯ ﻓﻲ ﺍﻷﺠﻬﺯﺓ ﺍﻝﺤﻜﻭﻤﻴﺔ ﺍﻷﺭﺩﻨﻴﺔ
ﺍﻝﻤﻨﻅﻤﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻌﻠﻭﻡ ﺍﻹﺩﺍﺭﻴﺔ ،ﻋﻤﺎﻥ ،ﺍﻷﺭﺩﻥ .1986،
.62ﻤﺤﻤﺩ ﻋﻠﻲ ﺸﻬﻴﺏ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ ﻓﻲ ﺍﻝﺘﻨﻅﻴﻡ ،ﺩﺭﺍﺴﺎﺕ ﻓﻲ ﺍﻝﻔﻜﺭ ﺍﻝﻌﺭﺒﻲ ﺍﻝﺤﺩﻴﺙ ،ﺩﺍﺭ
ﺍﻝﻔﻜﺭ ﺍﻝﻌﺭﺒﻲ ،ﺍﻝﻘﺎﻫﺭﺓ.1990 ،
.63ﻤﺤﻤﺩ ﻋﻠﻲ ﻤﺤﻤﺩ ،ﻋﻠﻡ ﺍﺠﺘﻤﺎﻉ ﺍﻝﺘﻨﻅﻴﻡ ،ﺩﺍﺭ ﺍﻝﻤﻌﺭﻓﺔ ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ ،ﻁ1986 ،2
.64ﻤﺤﻤﺩ ﻤﺭﻋﻲ ﻤﺭﻋﻲ ،ﺃﺴﺱ ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺍﻝﻨﻅﺭﻴﺔ ﻭﺍﻝﺘﻁﺒﻴﻕ ،،ﺩﺍﺭ ﺍﻝﺭﻀﺎ
ﻝﻠﻨﺸﺭ .1999 ،
.65ﻤﺤﻤﻭﺩ ﻋﺒﺩ ﺍﻝﻤﻭﻝﻰ ،ﻋﻠﻡ ﺍﻻﺠﺘﻤﺎﻉ ﻓﻲ ﻤﻴﺩﺍﻥ ﺍﻝﻌﻤل ﺍﻝﺼﻨﺎﻋﻲ ،ﺍﻝﺩﺍﺭ ﺍﻝﻤﻌﺭﻓﻴﺔ ﻝﻠﻜﺘﺎﺏ
1984
.66ﻤﺭﺴﻲ ﺍﻝﻠﻭﺯﻱ ،ﺍﻝﺘﻨﻅﻴﻡ ﻭﺇﺠﺭﺍﺀﺍﺕ ﺍﻝﻌﻤل ،ﻁ ،1ﺩﺍﺭ ﻭﺍﺌل ﻝﻠﻨﺸﺭﻭ ﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ
.2002
.67ﻤﺼﻁﻔﻰ ﻋﺸﻭﻱ ،ﺃﺴﺱ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ ﻭﺍﻝﺘﻨﻅﻴﻤﻲ ،ﺍﻝﻤﺅﺴﺴﺔ ﺍﻝﻭﻁﻨﻴﺔ ﻝﻠﻜﺘﺎﺏ
ﺍﻝﺠﺯﺍﺌﺭ.1992 ،
.68ﻤﺼﻁﻔﻰ ﻋﺸﻭﻱ ،ﺃﺴﺱ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﺼﻨﺎﻋﻲ ،ﻤﻔﺎﻫﻴﻡ ﻨﻤﺎﺫﺝ ﻭﻨﻅﺭﻴﺎﺕ ،ﻤﻨﺸﺭﻭﺍﺕ
ﺠﺎﻤﻌﺔ ﻗﺎﺭ ﻴﻭﻨﺱ ،ﻝﻴﺒﻴﺎ.1993 ،
.69ﻤﺼﻁﻔﻰ ﻤﺤﻤﻭﺩ ﺃﺒﻭﺒﻜﺭ ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﻤﺩﺨل ﺘﺤﻘﻴﻕ ﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ،ﺍﻝﺩﺍﺭ
ﺍﻝﺠﺎﻤﻌﻴﺔ ،ﺍﻹﺴﻜﻨﺩﺭﻴﺔ .2004 ،
237
ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.70ﻤﺼﻁﻔﻰ ﻤﺼﻁﻔﻰ ﻜﺎﻤل ،ﺇﺩﺍﺭﺓ ﺍﻝﻤﻭﺍﺭﺩ ﺍﻝﺒﺸﺭﻴﺔ ،ﺩﺭﺍﺴﺎﺕ ﻓﻲ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﺤﺩﻴﺜﺔ ﻓﻲ
ﺍﻹﺩﺍﺭﺓ ،ﺍﻝﺸﺭﻜﺔ ﺍﻝﻌﺭﺒﻴﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻝﻘﺎﻫﺭﺓ.1994 ،
.71ﻤﺼﻁﻔﻰ ﻨﺠﻴﺏ ﺸﺎﻭﻴﺵ ،ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ،ﺩﺍﺭ ﺍﻝﺸﺭﻭﻕ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﻋﻤﺎﻥ.1990 ،
ﻭﺍﻝﺘﻨﻅﻴﻤﻲ ،ﻤﻌﻬﺩ ﺍﻹﺩﺍﺭﺓ ﺍﻝﻌﺎﻤﺔ ،ﺍﻝﺭﻴﺎﺽ .72ﻨﺎﺼﺭ ﻤﺤﻤﺩ ﺍﻝﻌﺩﻴﻠﻲ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﻨﺴﺎﻨﻲ
.1995
.73ﻨﺒﻴل ﺍﻝﺤﺴﻴﻨﻲ ﺍﻝﻨﺠﺎﺭ ،ﻤﺩﺤﺕ ﻤﺼﻁﻔﻰ ﺭﺍﻏﺏ ،ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ ﻭ ﺍﻝﻌﻼﻗﺎﺕ ﺍﻹﻨﺴﺎﻨﻴﺔ
ﺍﻝﺸﺭﻜﺔ ﻝﻠﻨﺸﺭ ﻭﺍﻝﺘﻭﺯﻴﻊ ،ﺍﻝﻘﺎﻫﺭﺓ.1992 ،
.74ﻨﻴﻠﺯ ﺠﻭﺭﺍﻥ ﻭﺠﺎﻥ ﺭﻭﻯ ﻤﺎ ﺠﺘﺭﻭﻭﺘﺭ ،ﺍﻷﺩﺍﺀ ﺍﻝﺒﺸﺭﻱ ﺍﻝﻔﻌﺎل ﺒﻘﻴﺎﺱ ﺍﻷﺩﺍﺀ ﺍﻝﻤﺘﻭﺍﺯﻥ
ﺃﻓﻜﺎﺭ ﻋﺎﻝﻤﺔ ﻤﻌﺎﺼﺭﺓ ،ﺘﺭﺠﻤﺔ :ﻋﻼ ﺃﺤﻤﺩ ﺇﺼﻼﺡ ﻤﺭﻜﺯ ﺍﻝﺨﺒﺭﺍﺕ ﺍﻝﻤﻬﻨﻴﺔ ﻝﻺﺩﺍﺭﺓ ﺍﻝﻌﺎﻤﺔ
ﺍﻝﻘﺎﻫﺭﺓ.2003 ،
.2.1ﺍﻝﻤﻠﺘﻘﻴــﺎﺕ ﻭ ﺍﻝﻤﺠﻼﺕ:
.1.2.1ﺍﻝﻤﻠﺘﻘﻴــﺎﺕ:
Bouhanna Ali , Le savoir et le capital humain , un combinaison gagnante a l’ère .1
de l’information.
ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﺩﻭﻝﻲ ﺍﻷﻭل ﺤﻭل ﺍﻝﺘﻨﻤﻴﺔ ﺍﻝﺒﺸﺭﻴﺔ ﻭﻓﺭﺹ ﺍﻻﻨﺩﻤﺎﺝ ﻓﻲ ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ﻭ ﺍﻝﻜﻔﺎﺀﺍﺕ
ﺍﻝﺒﺸﺭﻴﺔ ،ﻭ ﺭﻗﻠﺔ /10/04 ،ﻤﺎﺭﺱ .2004
.2ﻋﺜﻤﺎﻥ ﺒﻭﺯﻴﺎﻥ ،ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ،ﻤﻔﺎﻫﻴﻡ ﻭﺍﺘﺠﺎﻫﺎﺕ ،ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﺩﻭﻝﻲ ﺍﻷﻭل ﺤﻭل ﺍﻝﺘﻨﻤﻴﺔ
ﺍﻝﺒﺸﺭﻴﺔ ﻭ ﻓﺭﺹ ﺍﻻﻨﺩﻤﺎﺝ ﻓﻲ ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ﻭ ﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺒﺸﺭﻴﺔ ،ﻭﺭﻗﻠﺔ/10/04 ،ﻤﺎﺭﺱ
.2004
.3ﺍﻝﺸﻴﺦ ﺍﻝﺩﺍﻭﻱ ،ﺘﻘﻴﻴﻡ ﺍﻝﻜﻔﺎﺀﺍﺕ ﻭﺍﻝﻤﻴﺯﺓ ﺍﻝﺘﻨﺎﻓﺴﻴﺔ ،ﺍﻝﻤﻠﺘﻘﻰ ﺍﻝﺩﻭﻝﻲ ﺍﻷﻭل ﺤﻭل ﺍﻝﺘﻨﻤﻴﺔ
ﺍﻝﺒﺸﺭﻴﺔ ﻭ ﻓﺭﺹ ﺍﻻﻨﺩﻤﺎﺝ ﻓﻲ ﺍﻗﺘﺼﺎﺩ ﺍﻝﻤﻌﺭﻓﺔ ﻭ ﺍﻝﻜﻔﺎﺀﺍﺕ ﺍﻝﺒﺸﺭﻴﺔ ،ﻭﺭﻗﻠﺔ/10/04 ،ﻤﺎﺭﺱ
.2004
.2.2.1المجـالت:
.1ﺼﻼﺡ ﺍﻝﺩﻴﻥ ﺍﻝﻬﻴﺘﻲ ،،ﺘﺄﺜﻴﺭ ﺍﻻﺨﺘﻼﻓﺎﺕ ﺍﻝﻤﺤﺘﻤﻠﺔ ﻝﻠﻘﻴﻡ ﺍﻝﺘﺠﺎﺭﻴﺔ ﻓﻲ ﺃﺩﺍﺀ ﺍﻝﻌﺎﻤﻠﻴﻥ ،ﺍﻝﻤﺠﻠﺔ
ﺍﻷﺭﺩﻨﻴﺔ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻷﻋﻤﺎل ،ﻤﻁﺒﻌﺔ ﺍﻝﺠﺎﻤﻌﺔ ﺍﻷﺭﺩﻨﻴﺔ ،ﺍﻝﻤﺠﻠﺩ ،1ﻉ.2005 ،1
238
ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.2ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭ ﺨﻤﺨﻡ ،ﻤﻔﻬﻭﻡ ﺍﻝﺩﺍﻓﻌﻴﺔ ﻓﻲ ﻤﺨﺘﻠﻑ ﻨﻅﺭﻴﺎﺕ ﺍﻝﺴﻠﻭﻙ ﺍﻝﺘﻨﻅﻴﻤﻲ ،ﻤﺠﻠﺔ ﺍﻝﻌﻠﻭﻡ
ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﻉ ،19ﺍﻝﺠﺯﺍﺌﺭ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ 15 ،ﺠﻭﺍﻥ.2001 ،
.3ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﺘﺤﻠﻴل ﻭ ﺘﻘﻴﻴﻡ ﺍﻷﺩﺍﺀ ﺍﻻﺠﺘﻤﺎﻋﻲ ﻓﻲ ﺍﻝﻤﻨﺸﺄﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ،ﻤﺠﻠﺔ ﺍﻝﻌﻠﻭﻡ
ﺍﻹﻨﺴﺎﻨﻴﺔ ،ﻉ ،18ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ ،ﻗﺴﻨﻁﻴﻨﺔ ،ﺍﻝﺠﺯﺍﺌﺭ ،ﺩﻴﺴﻤﺒﺭ .،2002
.3.1الرسائل الجامعية :
.1ﺯﻴﻥ ﺍﻝﺩﻴﻥ ﻀﻴﺎﻑ ،ﺍﻝﺴﻠﻭﻙ ﺍﻹﺸﺭﺍﻓﻲ ﻭﻋﻼﻗﺘﻪ ﺒﺎﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻓﻲ ﺍﻝﺘﻨﻅﻴﻡ ﺍﻝﺼﻨﺎﻋﻲ
ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻭﺍﻝﻌﻠﻭﻡ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ
ﻗﺴﻨﻁﻴﻨﺔ.2002 ،
.2ﺴﻤﻼﻝﻲ ﻴﻤﻴﻨﺔ ،ﺩﺭﺍﺴﺔ ﺃﺜﺭ ﺤﻭﺍﺩﺙ ﺍﻝﻌﻤل ﻋﻠﻰ ﺍﻝﻜﻔﺎﻴﺔ ﺍﻹﻨﺘﺎﺠﻴﺔ ﻭﻓﺎﻋﻠﻴﺔ ﻨﻅﻡ ﺍﻝﺭﻗﺎﺒﺔ ﻓﻲ
ﺍﻝﻤﺅﺴﺴﺔ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ،ﻤﻌﻬﺩ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺍﻝﺠﺯﺍﺌﺭ.1995 ،
.3ﺸﻬﺭﺯﺍﺩ ﻝﺒﺼﻴﺭ ،ﻋﻭﺍﻤل ﺍﻝﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﺍﻝﻌﺎﻤل ﺍﻝﺼﻨﺎﻋﻲ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ
ﺍﺠﺘﻤﺎﻉ ﺍﻝﺘﻨﻅﻴﻡ ﻭﺍﻝﻌﻤل ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻭﺍﻝﻌﻠﻭﻡ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ،ﺠﺎﻤﻌﺔ ﺍﻝﻌﻘﻴﺩ ﺍﻝﺤﺎﺝ
ﻝﺨﻀﺭ ،ﺒﺎﺘﻨﺔ.2002 ،
.4ﻋﺒﺩ ﺍﻝﻔﺘﺎﺡ ﺒﻭﺨﻤﺨﻡ ،ﺘﺤﻠﻴل ﻭ ﺘﻘﻴﻴﻡ ﺍﻷﺩﺍﺀ ﻓﻲ ﺍﻝﻤﻨﺸﺄﺓ ﺍﻝﺼﻨﺎﻋﻴﺔ ،ﺭﺴﺎﻝﺔ ﺩﻜﺘﻭﺭﺍﻩ ﺩﻭﻝﺔ ﻓﻲ
ﺍﻝﺘﺴﻴﻴﺭ ،ﻗﺴﻨﻁﻴﻨﺔ .2002،
.5ﻋﺒﺩ ﺍﻝﻨﻭﺭ ﺃﺭﺯﻗﻲ ،ﻤﺤﺩﺩﺍﺕ ﺍﻝﺭﻀﺎ ﺍﻝﻤﻬﻨﻲ ﻭﻤﻌﻨﻰ ﺍﻝﻌﻤل ﻋﻨﺩ ﺍﻝﻌﻤﺎل ﺍﻝﺠﺯﺍﺌﺭﻴﻴﻥ ،ﺭﺴﺎﻝﺔ
ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﻋﻠﻡ ﻨﻔﺱ ﺍﻝﻌﻤل ،ﻤﻌﻬﺩ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﻭﻋﻠﻭﻡ ﺍﻝﺘﺭﺒﻴﺔ ،ﺠﺎﻤﻌﺔ ﺍﻝﺠﺯﺍﺌﺭ.1997 ،
.6ﻋﻤﺭ ﺴﺭﺍﺭ ،ﺍﻝﺭﻀﺎ ﻋﻥ ﺍﻝﻌﻤل ﻭﺃﺜﺭﻩ ﻋﻠﻰ ﺍﻷﺩﺍﺀ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ،ﻤﻌﻬﺩ ﺍﻝﻌﻠﻭﻡ
ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺠﺎﻤﻌﺔ ﺍﻝﺠﺯﺍﺌﺭ.2003 ،
.7ﻤﺤﻤﺩ ﺍﻝﻁﺎﻫﺭ ﺒﻭﻴﺎﻴﺔ ،ﺩﺭﺍﺴﺔ ﺍﻝﻔﻌﺎﻝﻴﺔ ﻤﻥ ﺨﻼل ﺒﻌﺽ ﺍﻝﻤﺅﺸﺭﺍﺕ ﺍﻝﺜﻘﺎﻓﻴﺔ ﻭﺍﻝﺘﻨﻅﻴﻤﻴﺔ
ﺭﺴﺎﻝﺔ ﺩﻜﺘﻭﺭﺍﻩ ،ﻓﻲ ﻋﻠﻡ ﺍﻝﻨﻔﺱ ﺍﻝﻌﻤل ﻭﺍﻝﺘﻨﻅﻴﻡ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻹﻨﺴﺎﻨﻴﺔ ﻭﺍﻝﻌﻠﻭﻡ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ
ﻗﺴﻨﻁﻴﻨﺔ.2004 ،
.8ﻤﻭﺴﻰ ﻋﺒﺩ ﺍﻝﻨﺎﺼﺭ ،ﻨﻅﺎﻡ ﻤﻘﺘﺭﺡ ﻝﺘﻘﻴﻴﻡ ﺃﺩﺍﺀ ﺍﻷﻓﺭﺍﺩ ﻓﻲ ﺍﻝﻤﺅﺴﺴﺎﺕ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ،ﺭﺴﺎﻝﺔ
ﺩﻜﺘﻭﺭﺍﻩ ﻓﻲ ﻋﻠﻭﻡ ﺍﻝﺘﺴﻴﻴﺭ ،ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭﻋﻠﻭﻡ ﺍﻝﺘﺴﻴﻴﺭ ،ﺠﺎﻤﻌﺔ ﺒﺎﺠﻲ ﻤﺨﺘﺎﺭ
ﻋﻨﺎﺒﺔ.2005 ،
239
........................................................................................................................................................... ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ
ﺭﺴﺎﻝﺔ، ﺍﻝﺘﺤﻔﻴﺯ ﺒﻭﺤﺩﺓ ﻨﻭﻤﻴﺩﻴﺎ ﺍﻝﺘﺎﺒﻌﺔ ﻝﻠﺩﻴﻭﺍﻥ ﺍﻝﺸﺭﻗﻲ ﻝﻠﺤﻠﻴﺏ ﻭﻤﺸﺘﻘﺎﺘﻪ، ﻨﻭﺭﺓ ﺩﻴﺏ.9
، ﺠﺎﻤﻌﺔ ﻤﻨﺘﻭﺭﻱ، ﻜﻠﻴﺔ ﺍﻝﻌﻠﻭﻡ ﺍﻻﻗﺘﺼﺎﺩﻴﺔ ﻭﻋﻠﻭﻡ ﺍﻝﺘﺴﻴﻴﺭ،ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﺇﺩﺍﺭﺓ ﺍﻷﻋﻤﺎل
.1999 ،ﻗﺴﻨﻁﻴﻨﺔ
: ﺍﻝﻤﺭﺍﺠﻊ ﺍﻝﻔﺭﻨﺴﻴـﺔ.2
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ﻗﺎﺋﻤﺔ ﺍﻟﻤﺮﺍﺟﻊ ...........................................................................................................................................................
.3ﻤﻭﺍﻗﻊ ﺍﻻﻨﺘﺭﻨﻴﺕ:
.1ﻤﺤﻤﺩ ﺒﻥ ﻋﺒﺩ ﺍﷲ ﺍﻝﺤﺭﺒﻲ ،ﺍﻝﺭﻭﺡ ﺍﻝﻤﻌﻨﻭﻴﺔ ﻭﻋﻼﻗﺘﻬﺎ ﺒﺎﻷﺩﺍﺀ ﺍﻝﻭﻅﻴﻔﻲ ﻝﺩﻯ ﺍﻝﻌﺎﻤﻠﻴﻥ ﺒﺈﺩﺍﺭﺓ
ﺍﻝﺩﻓﺎﻉ ﺍﻝﻤﺩﻨﻲ ،ﺭﺴﺎﻝﺔ ﻤﺎﺠﺴﺘﻴﺭ ﻓﻲ ﺍﻝﺤﻤﺎﻴﺔ ﺍﻝﻤﺩﻨﻴﺔ ،ﺍﻝﺭﻴﺎﺽ.2005 ،
http:// www. nauss, edu. sa/ nauss/arabic/menu/ elibrary/ schetter/ research/
part1/ps406.htm.
.2ﺍﻝﺤﻭﺍﻓﺯ......ﺇﺩﺍﺭﺓ ﺍﻷﻓﺭﺍﺩ
http:// www. is lammemo. cc/ filz/one news.asp?/ dneas=408.
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