民众脆弱性与危机管理——心理契约的分析角度

民众在公共危机事件中做出何种心理与行为反应,是贯穿危机管理的一个关键性的变量,其中脆弱性是常见现象。在公共危机事件本身的危害性和政府应对能力一定的条件下,危机的实际损失将主要取决于民众的脆弱性状况。化解民众脆弱性,要重视公众与政府之间的心理契约：危机前通过制度和文化建设,以铺垫危机心理契约的建立;危机中透明公开,积极行动,满足公众期待,以巩固危机心理契约;危机后抓住关键节点,心理救治,不断学习和改进,以促进心理契约的升华,从而化解民众脆弱性,提升政府的危机管理能力。

Public Vulnerability and Public Crisis Management from the Perspective of Psychological Contract

People’s psychological and behavioral response to public crisis is a key variable in public crisis management.Public vulnerability is common in public crisis and the actual damage of the crisis is determined by the degree of public vulnerability.To mitigate this negative effect,the psychological contract between the public and the government should be fostered,pre-crisis response mechanism and culture established,transparency principle during the crisis followed and post-crisis measures taken,including psychological counseling and intervention,constant improvement,etc.,thus making possible the improvement of the government’s crisis management.