واکاوی راهبردهای ارتقاء همدلی در میان کارکنان در بخش دولتی ایران: مطالعه کیفی

نوع مقاله : مدیریت و سازمان(اخلاق و مسئولیت اجتماعی، رهبری و تحول سازمانی، عملکرد سازمانی، ریسک، مدیریت منابع سازمانی، سطوح تحلیل سازمانی، بلوغ سازمانی، آسیب­‌شناسی سازمانی، نظام اداری، . . . )

نویسندگان

1 استاد، گروه مدیریت دولتی، دانشکده اقتصاد و مدیریت، دانشگاه تربیت مدرس، تهران، ایران

2 استادیار، گروه مدیریت و حسابداری، دانشکده علوم انسانی و هنر، دانشگاه ملی مهارت، تهران، ایران

10.22080/jem.2026.31161.4029

چکیده

همدلی به‌عنوان شایستگی کلیدی در اداره امور عمومی، با افزایش پیچیدگی‌های اجتماعی، قطبی‌سازی و کاهش اعتماد شهروندان به نهادهای دولتی، اهمیت راهبردی یافته است. موفقیت سازمان‌های بخش عمومی در مواجهه با مسائل عاطفه محور، مانند مدیریت بحران و تنوع فرهنگی، بیش از کارایی رویه‌های اداری، به حکمرانی هوشمند عاطفی وابسته است. باوجود تأکید سیاست‌گذاری‌ها بر پرورش رهبری همدلانه، مطالعات تجربی محدودی به شکل‌گیری و نهادینه‌سازی همدلی در ساختارهای بوروکراتیک پرداخته‌اند و اغلب آن را صرفاً ویژگی فردی دانسته‌اند.این پژوهش با هدف شناسایی راهبردهای عملیاتی تقویت همدلی در سطوح فردی، سازمانی و نهادی سازمان‌های بخش عمومی ایران انجام شد. روش پژوهش، کیفی و مبتنی بر رویکرد تحلیل مضمون بود و داده‌ها از طریق مصاحبه‌های نیمه‌ساختاریافته با ۵۰ نفر از کارکنان و مدیران ۱۸ نهاد دولتی گردآوری شد. نمونه‌گیری هدفمند با حداکثر تنوع، به‌منظور تأمین تنوع در سطوح سازمانی، سابقه خدمت و نوع نهادها، به کار گرفته شد.یافته‌ها نشان داد که علاوه بر ویژگی‌های شخصیتی، عوامل رهبری، رویه‌های منابع انسانی و هنجارهای سازمانی نیز بر رفتارهای همدلانه تأثیرگذارند. سه سطح به‌هم‌پیوسته، شامل سطوح فردی، سازمانی و نهادی، در پرورش همدلی شناسایی شد. این مطالعه، همدلی را به‌عنوان توانایی چندسطحی سازمانی بازتعریف کرده و چارچوبی سه‌گانه پیشنهاد می‌دهد که شامل ایجاد فرهنگ حمایتی، آموزش نظام‌مند توسعه عاطفی و تقویت فراگیری و تنوع است.براین‌اساس، پژوهش حاضر چارچوبی سه‌بعدی برای تقویت همدلی در بخش عمومی ارائه می‌دهد که شامل ایجاد فرهنگ‌سازمانی حمایتی، آموزش نظام‌مند توسعه عاطفی و تقویت فراگیری و تنوع در ساختارهای نهادی است. این چارچوب می‌تواند برای رهبران عمومی، سیاست‌گذاران و متخصصان منابع انسانی، در جهت انسانی‌تر، پاسخ‌گوتر و اعتمادسازتر شدن خدمات عمومی، راهگشا باشد.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Analyzing Strategies for Enhancing Empathy among Employees in Iran's Public Sector: A Qualitative Study

نویسندگان [English]

  • Hassan Danaee Fard 1
  • Samaneh Yazdani 2
1 Professor, Department of Public Administration, Faculty of Economics and Management, Tarbiat Modares University, Tehran, Iran
2 Assistant Professor, Department of Management and Accounting, Faculty of Humanities and Arts, Technical and Vocational University, Tehran, Iran
چکیده [English]

Empathy, as a core competency in public administration, has acquired strategic significance amid growing social complexities, polarization, and declining public trust in government institutions. The ability of public sector organizations to address emotion-centered challenges—such as crisis management and cultural diversity—depends more on emotionally intelligent governance than on the efficiency of administrative procedures alone. Despite policy emphasis on developing empathetic leadership, empirical studies have rarely explored the formation and institutionalization of empathy within bureaucratic structures, often reducing it to an individual personality trait. This study aimed to identify operational strategies for strengthening empathy at the individual, organizational, and institutional levels in Iran's public sector organizations. A qualitative approach based on thematic analysis was employed, drawing on semi-structured in-depth interviews with 50 employees and managers from 18 government institutions. Purposive maximum variation sampling was used to ensure diversity across organizational levels, years of service, and institution types. Findings indicate that, beyond personality traits, leadership factors, human resource policies, and organizational norms substantially shape empathetic behaviors. Three interconnected levels (individual, organizational, and institutional) were identified as critical in fostering empathy. The study reconceptualizes empathy as a multi-level organizational capability and proposes a tripartite framework consisting of: (1) creating a supportive organizational culture, (2) systematic emotional development training, and (3) promoting inclusion and diversity. This research constitutes the first systematic effort in Iran to institutionalize empathy as an institutional capacity. It offers practical guidance for public leaders, policymakers, and human resource professionals to deliver more humane, responsive, and trust-enhancing public services.

کلیدواژه‌ها [English]

  • Empathy
  • Public sector organizations
  • Organizational culture
  • Empathy training
  • Empathetic leadership
  • Human-centered governance

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پژوهشنامه مدیریت اجرایی
دوره 17، شماره 34
اسفند 1404
صفحه 85-112

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  • تاریخ دریافت: 13 بهمن 1404
  • تاریخ بازنگری: 20 اردیبهشت 1405
  • تاریخ پذیرش: 11 خرداد 1405

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