Diagnostics of the level of emotional burnout V. Boyko. Methodology for diagnosing the level of "Emotional burnout" V. V. Boyko Awaken or insufficiently stimulate moral

In fact, resistance to increasing stress begins with the onset of anxious tension. This is natural: a person consciously or unconsciously strives for psychological comfort, to reduce the pressure of external circumstances using the means at his disposal.

The formation of protection with the participation of emotional burnout occurs against the background of the following phenomena:

1. The symptom of "inadequate selective emotional response." An unquestionable "burnout sign" when a professional stops grasping the difference between two fundamentally different phenomena: the economic manifestation of emotions and inadequate selective emotional response.

In the first case, we are talking about a useful skill developed over time to connect emotions of a rather limited register and moderate intensity to interaction with business partners: a light smile, a friendly look, a soft, calm tone of speech, restrained reactions to strong stimuli, laconic forms of expression of disagreement, lack of categorical because it testifies to a high level of professionalism.

It is fully justified in the following cases:

If it does not interfere with the intellectual processing of information that determines the effectiveness of the activity. Saving emotions does not reduce "entering" into a partner, that is, understanding his states and needs, does not interfere with decision-making and formulation of conclusions;

If not alarming and not repelling the partner;

If, if necessary, gives way to other, adequate forms of response to the situation. For example, a professional, when required, is able to treat a partner, emphatically polite, attentively, with sincere sympathy.

It is a completely different matter when a professional inadequately “saves” on emotions, limits emotional return through selective responses during work contacts. The principle “I want it or I don’t want to” works: I deem it necessary - I will pay attention to this partner, there will be a mood - I will respond to his conditions and needs. Despite the unacceptability of this style of emotional behavior, it is very common. The fact is that a person often thinks that he is acting in an acceptable way. However, the subject of communication or an outside observer fixes something else - emotional callousness, impoliteness, indifference.

An inadequate limitation of the range and intensity of the inclusion of emotions in professional communication is interpreted by partners as disrespect for their personality, that is, it moves into the plane of moral assessments.

2. The symptom of "emotional and moral disorientation" - deepens inadequate reaction in a relationship with a business partner. Often a professional needs self-justification. Not showing the proper emotional attitude to the subject, he defends his strategy. At the same time, judgments are heard: "this is not the case to worry", "such people do not deserve a good attitude", "you cannot sympathize with such", "why should I worry about everyone."

Such thoughts and assessments undoubtedly indicate that emotions do not awaken or sufficiently stimulate moral feelings. After all, professional activity based on human communication knows no exceptions. The doctor has no moral right to divide patients into "good" and "bad". The teacher shouldn't decide pedagogical problems wards of their own choice.

Unfortunately, in life we \u200b\u200boften encounter manifestations of emotional and moral disorientation. As a rule, this causes fair indignation, we condemn attempts to divide us into worthy and unworthy of respect. But with the same ease, almost everyone, taking their place in the system of service-personal relations, admits emotional and moral disorientation. In our society, it is customary to perform their duties depending on mood and subjective preference, which indicates, if I may say so, about the early period of development of civilization in the sphere of intersubjective relationships.

3. The symptom of "expansion of the sphere of economy of emotions." Such evidence of emotional burnout occurs when this form of protection is carried out outside the professional field - in communication with relatives, friends and acquaintances. A well-known case: at work, you get so tired of contacts, conversations, and answers to questions that you do not want to communicate even with loved ones. By the way, it is often the family members who become the first "victim" of emotional burnout. At the service, you still stick to the standards and responsibilities, and at home you are isolated or, worse, ready to send everyone away, or even simply, “growl” at your marriage partner and children. You can say that you are fed up with human contact. You are experiencing the symptom of "human poisoning."

4. The symptom of "reduction of professional duties". The term reduction means simplification. IN professional activity, involving extensive communication with people, reduction is manifested in attempts to facilitate or reduce responsibilities that require emotional costs.

According to the notorious “laws of reduction”, the subjects of the service sector, treatment, education and upbringing are deprived of elementary attention. The doctor does not find it necessary to talk with the patient longer, to induce a detailed presentation of the complaints. The medical history is scanty and not informative enough. The conductor is in no hurry to offer tea to passengers. The stewardess looks with "glass eyes". In a word, the reduction of professional duties is a familiar companion of lack of culture in business contacts.

III... Exhaustion phase - characterized by a more or less pronounced drop in the general energy tone and weakening nervous system... Emotional protection in the form of “burnout” becomes an integral attribute of the personality.

1. A symptom of "emotional deficiency". A professional gets the feeling that emotionally he can no longer help the subjects of his activity. Not able to enter into their position, to participate and empathize, to respond to situations that should touch, motivate, enhance intellectual, volitional and moral returns. The fact that this is nothing more than emotional burnout is evidenced by his recent experience: some time ago there were no such sensations, and the personality is experiencing their appearance. Gradually, the symptom intensifies and takes on a more complicated form: positive emotions appear less and less and more often negative ones. Harshness, rudeness, irritability, resentment, whims - complement the symptom of "emotional deficit".

2. A symptom of "emotional detachment". The personality almost completely excludes emotions from the sphere of professional activity. She cares almost nothing, almost nothing evokes an emotional response - neither positive nor negative. Moreover, this is not an initial defect in the emotional sphere, not a sign of rigidity, but emotional protection acquired over the years of serving people. Man gradually learns to work like a robot, like a soulless automaton. In other areas, he lives with full-blooded emotions.

Reacting without feeling or emotion is the most prominent symptom of burnout. It testifies to the professional deformation of the personality and damages the subject of communication. The partner usually experiences indifference shown to him and can be deeply traumatized. Especially dangerous is the demonstrative form of emotional detachment, when a professional with all his appearance shows: "do not care about you."

3. The symptom of "personal detachment, or depersonalization." It manifests itself in a wide range of attitudes and actions of a professional in the process of communication. First of all, there is a complete or partial loss of interest in a person - the subject of professional action. It is perceived as inanimate object, as an object for manipulation - you have to do something with it. The object is burdensome with its problems, needs, its presence is unpleasant, the very fact of its existence.

Burnout metastases penetrate the attitudes, principles and values \u200b\u200bof the individual. There is a depersonalized protective emotional-volitional anti-humanist attitude. The personality claims that working with people is not interesting, does not give satisfaction, does not represent social value. In the most severe forms of "burnout", a person zealously defends his anti-humanist philosophy: "I hate ...", "I despise ...". In such cases, "burnout" merges with psychopathological manifestations of the personality, with neurosis-like or psychopathic states. This professional activity is contraindicated for such individuals. But, alas, they are busy with it, since there is no psychological selection of personnel.

4. The symptom of "psychosomatic and psychovegetative disorders." As the name suggests, the symptom manifests itself at the level of physical and mental well-being. Usually it is formed according to a conditioned reflex connection of a negative nature: much of what concerns the subjects of professional activity provokes deviations in somatic or mental states. Sometimes even the thought of such subjects or contact with them causes a bad mood, bad associations, insomnia, a feeling of fear, unpleasant sensations in the heart, vascular reactions, exacerbation of chronic diseases.

The separation of this phase into an independent one is rather arbitrary. In fact, resistance to increasing stress begins with the onset of anxious tension. This is natural: a person consciously or unconsciously strives for psychological comfort, to reduce the pressure of external circumstances with the help of the means at his disposal. The formation of protection with the participation of emotional burnout occurs against the background of the following phenomena:

1. The symptom of "inadequate selective emotional response."

An unmistakable sign of "burnout" when a professional ceases to grasp the difference between two fundamentally different phenomena: the economical expression of emotions and inadequate selective emotional response.

In the first case, we are talking about the developed over time useful skill(we emphasize this circumstance) to connect emotions of a rather "limited register and moderate intensity to interaction with business partners: a light smile, a friendly look, a soft, calm tone of speech, restrained reactions to strong stimuli, laconic forms of disagreement, lack of categoricalness, rudeness. Such a regime communication can be welcomed, because it testifies to a high level of professionalism. It is fully justified in the following cases:

If not alarming and not repelling the partner;

If, if necessary, gives way to other, adequate forms of response to the situation. For example, a professional, when required, is able to treat the parterre with emphatically polite, attentive, with sincere sympathy.

2. A symptom of "emotional and moral disorientation."

It kind of deepens the inadequate reaction in a relationship with a business partner. Often a professional needs self-justification. Not showing the proper emotional attitude towards the subject, he defends his strategy. At the same time, judgments are heard: "this is not the case to worry", "such people do not deserve a good attitude", "you cannot sympathize with such", "why should I worry about everyone."

Such thoughts and assessments indisputably indicate that emotions do not awaken or insufficiently stimulate moral feelings. After all, professional activity based on human communication knows no exceptions. The doctor has no moral right to divide patients into "good" and "bad". The teacher should not solve the pedagogical problems of the pupils by their own choice. The service staff cannot be guided by personal preferences: "I will serve this client quickly and well, but let this one wait and get nervous."

Unfortunately, in life we \u200b\u200boften encounter manifestations of emotional and moral disorientation. As a rule, this causes fair indignation, we condemn attempts to divide us into worthy and unworthy of respect. But with the same ease, almost everyone, taking their place in the system of service-personal relations, allows emotional and moral disorientation. In our society, it is customary to perform their duties depending on mood and subjective preference, which indicates, if I may say so, about the early period of development of civilization in the sphere of intersubjective relationships.

The formation of protection in this phase is manifested in the following symptoms of burnout.

1. Inadequate selective emotional response: observed in cases where the professional ceases to grasp the difference between two fundamentally different phenomena: the economic manifestation of emotions and inadequate selective emotional response. That is, a professional inadequately “saves” on emotions, limits emotional returns by selectively responding to situations of subjects of activity; emotional contact is not established with all subjects, but according to the principle "I want - I do not want" - in an inadequate or selective way.

2. Emotional and moral disorientation: manifests itself in the fact that the employee's emotions do not awaken or insufficiently stimulate moral feelings. Not showing the proper emotional attitude towards his ward (student, client, customer, etc.), he defends his strategy: to justify himself for being rude or lack of attention to the subject, rationalizing his actions or projecting guilt onto the subject, instead of adequately admitting your guilt. In emotionally difficult situations, judgments are used: "This is not the case to worry", "You cannot sympathize with such people."

3. Expansion of the sphere of economy of emotions: manifests itself outside professional activity - at home, in communication with friends and acquaintances. At work, a specialist gets so tired of contacts, conversations, and answers to questions that he does not want to communicate even with loved ones.

4. Reduction of professional responsibilities: found in attempts to ease or reduce responsibilities that require emotional costs.

Depletion phase

It is characterized by a more or less pronounced drop in general tone and a weakening of the nervous system. Emotional protection becomes an integral attribute of personality. This phase also manifests itself in a number of symptoms.

1. Emotional deficit: declares itself in the feeling that emotionally the professional can no longer help the subjects of his activity.

2. Emotional detachment: the employee almost completely excludes emotions from the sphere of his professional activity. He almost does not care about anything, does not cause an emotional response: neither positive nor negative circumstances.

3. Personal detachment, or depersonalization: manifests itself in a wide range of attitudes and actions of a professional in the field of communication. First of all, there is a complete or partial loss of interest in a person - a subject of professional activity.

4. Psychosomatic and psycho-vegetative disorders: found at the level of mental and physical well-being. This symptom is usually formed by a conditioned reflex connection of a negative nature: much of what concerns the subjects of professional activity provokes a deviation in somatic and mental states.

Table 5.5

Stress phases and burnout symptoms according to V.V.Boiko

Emotional Burnout Questionnaire

V. Boyko

Instruction: if you are a professional in any area of \u200b\u200binteraction with people, it will be interesting for you to see how your psychological defense has formed in the form of emotional burnout. Read judgments and answer "yes" or "no". Please note that if the wording of the questionnaire refers to partners, then we mean the subjects of your professional activity - patients, clients, consumers, customers, students and other people with whom you work on a daily basis.

Test

1. Organizational shortcomings at work constantly make you nervous, worried, tense.

2. Today I am as satisfied with my profession as I was at the beginning of my career.

3. I made a mistake in choosing a profession or a profile of activity (I am not in my place).

4. I am worried that I have begun to work worse (less productive, better quality, slower).

5. The warmth of interaction with partners very much depends on my mood - good or bad.

6. As a professional, the well-being of partners hardly depends on me.

7. When I come home from work, then for some time (2–3 hours) I want to be alone, so that no one will communicate with me.

8. When I feel tired or stressed, I try to solve my partner's problems as soon as possible (“turn down” the interaction).

9. It seems to me that emotionally I cannot give partners what professional duty requires.

10. My work dulls emotions.

11. I am frankly tired of the human problems I have to deal with at work.

12. It happens that I fall asleep badly (sleep) because of the worries associated with work.

13. Interaction with partners requires a lot of stress from me.

14. Working with people is less and less satisfying.

15. I would change my place of work.

16. I am often upset that I cannot properly provide my partner with professional support and assistance.

17. I always manage to prevent bad mood from affecting business contacts.

18. It upsets me very much if something goes wrong with a business partner.

19. I get so tired at work that I try to communicate as little as possible at home.

20. Due to lack of time, fatigue or stress, I often pay less attention to my partner than I should.

21. Sometimes the most common communication situations at work are annoying.

22. I calmly accept well-founded claims of partners.

23. Communication with partners prompted me to stay away from people.

24. The memory of some work colleagues or partners makes me feel bad.

25. Conflicts or disagreements with colleagues take a lot of energy and emotion.

26. I find it increasingly difficult to establish or maintain contacts with business partners.

27. The situation at work seems to me to be very difficult, complicated.

28. I often have anxious work-related expectations: something is about to happen; how to avoid mistakes; can I do everything right; will they reduce, etc.

29. If my partner is unpleasant to me, I try to limit the time of communication with him or pay less attention to him.

30. When communicating at work, I adhere to the principle: "do not do good to people, you will not get evil."

31. I willingly tell my family about my work.

32. There are days when my emotional state has a bad effect on the results of my work (I do less, the quality decreases, conflicts occur).

33. Sometimes I feel that I need to show emotional responsiveness to my partner, but I can't.

34. I am very worried about my work.

35. You give more attention and care to your work partners than you get appreciation from them.

36. When thinking about work, I usually feel uncomfortable: begins to prick in the heart, pressure rises, a headache appears.

37. I have a good (quite satisfactory) relationship with my line manager.

38. I am often glad to see that my work is beneficial to people.

39. Lately (or as always) I have been haunted by failures at work.

40. Some aspects (facts) of my work cause deep disappointment, plunge into despondency.

41. There are days when contacts with partners are worse than usual.

42. I differentiate between business partners (stakeholders) worse than usual.

43. Fatigue from work leads to the fact that I try to reduce communication with friends and acquaintances.

44. I usually take an interest in the personality of my partner beyond the case.

45. Usually I come to work refreshed, with fresh energy, in a good mood.

46. \u200b\u200bI sometimes find myself working with partners automatically, without a soul.

47. At work there are such unpleasant people that you involuntarily wish them something bad.

48. After communicating with unpleasant partners, I have a deterioration in physical or mental well-being.

49. At work, I experience constant physical or psychological stress.

50. Success at work inspires me.

51. The situation at work, in which I found myself, seems hopeless (almost hopeless).

52. I lost my peace of mind because of work.

53. Throughout last year there was a complaint (there were complaints) addressed to me from the partners.

54. I manage to save my nerves due to the fact that I do not take much of what is happening with partners to my heart.

55. I often bring negative emotions home from work.

56. I often work hard.

57. Before, I was more responsive and attentive to partners than now.

58. In working with people, I am guided by the principle: "do not waste your nerves, take care of your health."

59. Sometimes I go to work with a heavy feeling: “I’m tired of everything, I shouldn’t see or hear anyone”.

60. After a busy day at work, I feel unwell.

61. The contingent of partners with whom I work is very difficult.

62. Sometimes it seems to me that the results of my work are not worth the effort that I spend.

63. If I was lucky with my job, I would be happier.

64. I am desperate because I have serious problems at work.

65. Sometimes I act with my partners in a way that I would not want to be treated with me.

66. I condemn partners who count on special indulgence and attention.

67. More often than not after a working day I have no strength to do household chores.

68. Usually I rush the time: "I wish the working day would end as soon as possible."

69. The states, requests, needs of partners usually excite me sincerely.

70. When working with people, I usually put on a screen that protects from other people's suffering and negative emotions.

71. Working with people (partners) really disappointed me.

72. To recuperate, I often take medications.

73. As a rule, my working day is calm and easy.

74. My requirements for the work performed are higher than what I achieve due to circumstances.

75. My career has gone well.

76. I am very nervous about everything related to work.

77. I would not like to see and hear some of my regular partners.

78. I commend colleagues who completely devote themselves to people (partners), forgetting about their own interests.

79. My fatigue at work usually has little effect (does not affect in any way) in communicating with my family and friends.

80. If given the opportunity, I pay less attention to the partner, but so that he does not notice it.

81. I am often let down by my nerves when dealing with people at work.

82. To everything (almost everything) that happens at work, I have lost interest, a living feeling.

83. Working with people had a bad influence on me as a professional - it made me angry, made me nervous, dulled my emotions.

84. Working with people clearly undermines my health.

Processing and interpretation of results.In accordance with the "key", the sum of points is determined separately for each of the burnout symptoms. The indicator of the severity of symptoms ranges from 0 to 30 points:

"Key"

Phase "Voltage"

1. Experiencing traumatic circumstances: +1 (2), +13 (3), +25 (2), - 37 (3), +49 (10), +61 (5), - 73 (5)

2. Dissatisfaction with yourself:

– 2(3), +14(2), +26(2), – 38(10), – 50(5), +62(5), +74(3)

3. "Trapped in a cage":

3(10), +15(5), +27(2), +39(2), +51(5), +63(1), – 75(5)

4. Anxiety and depression:

4(2), +16(3), +28(5), +40(5), +52(10), +64(2), +76(3)

Phase "Resistance"

1. Inadequate emotional response: +5 (5), - 17 (3), +29 (10), +41 (2), +53 (2), +65 (3), +77 (5)

2. Emotional and moral disorientation: +6 (10), - 18 (3), +30 (3), +42 (5), +54 (2), +66 (2), - 78 (5)

3. Expanding the scope of saving emotions:

7(2), +19(10), – 31(2), +43(5), +55(3), +67(3), – 79(5)

4. Reduction of professional duties:

8(5), +20(5), +32(2), – 44(2), +56(3), +68(3), +80(10)

Depletion phase

1. Emotional deficits:

9(3), +21(2), +33(5), – 45(5), +57(3), – 69(10), +81(2)

2. Emotional detachment:

10(2), +22(3), – 34(2), +46(3), +58(5), +70(5), +82(10)

3. Personal detachment (depersonalization): +11 (5), +23 (3), +35 (3), +47 (5), +59 (5), +72 (2), +83 (10)

4. Psychosomatic and psychovegetative disorders: +12 (3), +24 (2), +36 (5), +48 (3), +60 (2), +72 (10), +84 (5)

The next step in the interpretation of the results of the questionnaire is the calculation of the sum of the indicators of symptoms, carried out for each of the three phases of the formation of burnout. For each phase, the assessment is possible in the range from 0 to 120 points. By quantitative indicators, one can only judge which phase has formed to a greater or lesser extent.

In accordance with the "key", the following calculations are carried out: the sum of points for each of the 12 symptoms of burnout is determined; the sum of symptom indicators for each of the three phases of the formation of burnout is calculated; the final indicator of the burnout syndrome is established, that is, the sum of 12 symptoms.