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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