摘要
台灣企業普遍缺乏危機管理概念，無法在危機發生第一時間做出正確即時的判斷，往往錯失危機處理黃金時期。企業與政府同時面對同一危機時，雙方採取了不同的處理方式為了將自身損傷降至最低，首先考慮到的是本身的利益，此時雙方就容易有衝突發生。本研究採用個案研究法，分別舉出四個企業在面臨危機採取了何種處理方式？政府在這個危機中又扮演了何種角色？本研究採用危機衝突管理方格，說明企業與政府面對危機時，依涉入及解決危機程度高低，可分析出企業採取了何種解決衝突的方式面對危機。根據分析結果，我們認為有效管理危機可縮短危機時間，且有利於企業正常運作，政府在危機中因具有約束能力，往往讓企業苦不堪言，若可良性輔導代替強硬態度，可避免企業為避開危機而採取激烈手段，造成雙方損失。
關鍵字：危機管理、衝突、衡突管理。
ABSTRACT
For those companies do not have knowledge of crisis management, as is the case of most Taiwanese firms, window of opportunity of dealing with crisis properly may be missed if they could not make the right judgment and decision in the beginning. In particularly, when the crisis is involved with company and government, conflict between the two is very likely because both of them try to protect their own interest. This research used case study research method to investigate how four case companies deal with crises. Conflict management grid was applied to study what strategies company and government might take according to their active involvement in the crisis. Analysis of these four cases shown that effective crisis management can shorten the time period crisis, which is positive for business operations. Government's legal and administration power may become companies' obstacles in the process of solving crisis. Thus, if a consulting-like attitude could be adapted by government, companies are less likely to take aggressive reaction strategy, which might lead to both side’s loses.
Keywords: Crisis management; Conflict; Conflict management
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