背景緣由：隨著健保資訊普及，民眾對護理品質要求提升，護理人員被要求合宜舉止、正向情緒，因為需要修飾及隱藏自身情緒，是無法說出口的情緒勞務。若無法適當調適，會造成身心失衡，影響工作效能，甚或護理人力流失。研究目的：本文以分析論述護理人員工作所面臨情緒勞務，透過實際經驗來深入了解此議題。研究方法：以質性研究針對20位護理人員進行深度訪談，研究期間為2018.08.01-12.31，以熟悉、濃縮、比較、分類編組、清晰化、標籤化歸類及對比等現象圖學原則進行分析。研究結果：本研究發現描述空間(結構面)呈現整體層面涵蓋互動及內在層面，及六個描述範疇(內涵面)包括：照護經驗之情緒壓力、他人支持及回饋、情緒展示規則、同理共存、體會同在及自我成長。護理同仁因經驗、認知及角色壓力產生情緒勞務，他人支持於情緒展示規則甚為重要，可促使同理病人，進入自我反思機制，遂將壓力轉化成專業成長及生命體悟。研究結論：護理工作對護理人員生活作息、家庭與人際關係影響至深，需透過調整自身心理狀態，從中尋找平衡。如何找到工作樂趣以改變負面想法、維持工作熱忱格外重要，透過經驗累積與傳承，了解專業知識與熟知如何與病人和平相處，方可避免心理壓力累積造成情緒耗竭。

Background: With the popularization of health insurance information, people's requirements for quality of care are increasing. Nursing staff are required to behave appropriately and have positive emotions. The inability to express true emotions causes a psychological burden. Failure to adjust the pressure will cause physical and mental imbalance, affect work efficiency, and even contribute to loss of nursing manpower. Purpose: The aim of the research was to illustrate the caring experiences of registered nurses with emotional labor. Methods: A phenomenographic research approach with 20 hospital nurses who undertook the in-depth interviews was conducted. Data were analyzed according to the seven phenomenographic analytical steps referring to familiarization, condensation, comparison, grouping, articulating, labeling and contrasting. Results: The findings of the research included an outcome space (structural aspect) six categories of description (referential aspect) identified as “Emotional stress in care experience”; “Support and feedback from others”; “Emotional display rules”; “Sympathy and empathy”; “Coexistence”; “Growth in self”. Nursing staff had emotional labor due to experience, cognition and role pressure. Positive supports are important for emotional display rules. It makes nursing staff to empathize on patients and to enter a self-reflection mechanism, and then to transform pressures into professional growth and life experience. Conclusions: Nursing work has a profound impact on daily life, families, and interpersonal relationships of nursing staff. It highlights that nurses need to adjust their own mental state to find a balance and to discover work pleasure to change negative thoughts and to maintain work enthusiasm. Through the accumulation and inheritance of experience, understanding of professional knowledge and familiarity with how to get along with patients peacefully can avoid the accumulation of psychological stress and emotional exhaustion.