破窗效應
楊惟雯
一、「破窗理論」（Broken Windows Theory）由來
美國Stanford大學心理學家辛巴杜（Philip Zimbardo）曾在1969年在美國加州做過這樣一項試驗：他找來兩輛一模一樣的汽車，一輛停在比較雜亂的街區，一輛停在中產階級社區。他把停在雜亂街區的那一輛的車牌摘掉，頂棚打開，結果一天之內就被人偷走了。
而擺在中產階級社區的那一輛過了一個星期也安然無恙。後來，辛巴杜用鐵錘把擺在中產階級社區的這輛車的玻璃敲了個大洞。結果，僅僅過了幾個小時，它就不見了。
威爾森（James Q. Wilson）和凱林（George L. Kelling）兩個研究犯罪學家依循這項試驗，於1982年提出了「破窗理論」（Broken Windows Theory）。
破窗理論認為：如果有人打壞了一個建築物的窗戶玻璃，而這扇窗戶又未得到及時維修，當窗戶破了沒人修理，路人經過後一定認為這個地區是沒人關心，沒人會管事，別人就可能受到暗示性的縱容去打爛更多的窗戶玻璃。因此引發更多人打破其他的窗戶，於是從這棟大樓開始蔓延到整條街，擴散到其他鄰近街道。久而久之，這些破窗戶就給人造成一種無序的感覺。
二、勿以惡小而為之
以前紐約市有一個特殊景觀：「洗車流氓」，這是一些地痞守在路口或塞車的區域，朝著你的擋風玻璃隨便噴兩下，再拿把破布或報紙擦一下，就向你要「服務費」。不給就踹門或是吐口水，常常把人嚇一跳，特別是對觀光客而言。這對大眾的心理和對紐約市的觀感有非常負面的影響。而紐約市長朱利安尼是怎麼著手進行整頓？
對處理這問題，當時有很多意見，大家都認為不可行，或是不必要。長久以來，大家認為這種行為充其量只是不好，法也無明文說這是犯罪行為；就算有，也不是什麼大不了的罪，反正「微罪不舉」嘛！而且，紐約市兇殺案很多，不需要把珍貴的警力放在這種「小事」上。不過朱利安尼堅持，並且認為要整頓紐約市治安就是要從抓所謂「洗車流氓」等的「小事」開始。
在朱利安尼的堅持下，紐約警務處研究發現，雖說沒有明確法令可以處罰他們的「洗車」行為，但是他們確實也違反了交通法規，而所謂的「洗車流氓」其實也只有僅僅180人而已，就這樣，紐約警察開始從這件「小事」著手，不到一個月，「洗車流氓」幾乎銷聲匿跡，市民稱慶，而觀光客也回流。
另外，紐約市在八十年代的時候，真是無處不搶，無日不殺，大白天走在馬路上也會害怕。地鐵更不用說了，車廂髒亂，到處塗滿了穢句，坐在地鐵裡，人人自危。
紐約市就是運用「破窗效應」的理論，先改善犯罪的環境，使人們不易犯罪，再慢慢緝兇捕盜，回歸秩序。
當時這個做法雖然被人罵為緩不濟急，「船都要沈了還在洗甲板」，但是紐約市還是從維護地鐵車廂乾淨著手，並將不買車票白搭車的人用手銬銬住排成一列站在月台上（這裡可是民權至上的美國喲！），公開向民眾宣示政府整頓的決心。
之後，警察發現人們果然比較不會在乾淨的場合犯罪，又發現抓逃票很有收穫，因為每七名逃票的人中就有一名是通緝犯，二十名中就有一名攜帶武器，因此警察願意很認真地去抓逃票，這使得歹徒不敢逃票，出門不敢帶武器，以免得不償失、因小失大。這樣紐約市的治安就從最小地方著手，而獲得很大改善。
三、管理的魔鬼藏在細節裡
剛開始時從小處著手，很容易會讓大家覺得緩不濟急；不過往往這是最有效也是最根本的方法。但紐約市就是從最小、最容易的地方著手，而打破了犯罪環結（chain），使這個惡性循環無法繼續下去。
「破窗理論」中的「破窗」，只是一種比喻，凡低層次犯罪或行為不檢、違反公共秩序（如隨地亂丟垃圾、牆壁塗鴉、飆車、大聲喧嘩）等，如乏人關心，此種縱容低度犯罪或小小的失序行為，將會蔓延引發更重大的犯行，此即所謂「犯罪升級效應」。
例如，一個很乾淨的地方，人會不好意思丟垃圾，但是一旦地上有垃圾出現之後，人就會毫不猶疑的拋，絲毫不覺羞愧。
同樣，一面牆，如果出現一些塗鴉沒有清洗掉，很快的，牆上就佈滿了亂七八糟，不堪入目的東西。那麼在這種公眾麻木不仁的氛圍中，犯罪就會滋生、蔓延。
事實上，這些「小錯」與「不良習慣」，長期易成犯罪的温床。
「破窗理論」提醒我們「勿以善小而不為，勿以惡小而為之」的觀念，因為姑息足以養奸，唯有小處著手，才能防範於未然。
台灣有句俚語：「小時偷摘瓠，長大偷牽牛」，即有異曲同工之妙。
所以，好的企業文化，也必須靠每一個員工從平日小細節中來維護，職場中的「破窗」少一點，則組織氣候的團結與和諧就會多一點。
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