諮商員工作耗竭的復原歷程研究

Process of Resilience from Burnout：The Study on the Counselors

簡綾凡(Lin-Fan Chien)

指導教授 ： 李麗君

淡江大學/教育學院/教育心理與諮商研究所碩士班/碩士(2010年)

https://doi.org/10.6846/TKU.2010.01097

摘要

本研究的目的在了解諮商員在工作中所產生的耗竭經驗，以及其復原歷程，試圖探討諮商員在工作耗竭經驗中，其復原因子與復原模式在復原歷程中的呈現，期望能豐富諮商員的復原力研究，並對於本土諮商員工作耗竭的復原歷程，提供未來研究方向之方針，此外也提供給諮商實務工作者作為參考。本研究採用質性研究取向中的內容分析作為研究方法，其中採用半結構式的深度訪談作為資料蒐集的方法，並以「類別－內容」的分析模式進行資料的分析。本研究透過立意取樣，共訪談了三位資深的諮商員，均有過工作耗竭與復原的經驗，藉由三位訪談者故事的整理，透過研究者的整理與分析，呈現出諮商員復原歷程，進行有關的復原因子與模式的分析。
歸納本研究的結果發現，諮商員在工作耗竭反應包含了生理、情緒、認知與行為四個層面，在生理層面出現了近似於憂鬱的症狀，認知層面則容易傾向於負面思考，情緒層面會容易出現負面情緒難以區隔的情況，而行為層面則是呈現了各方面能力的縮減；而在工作耗竭的種類中，可以看到關懷與意義的耗竭，對諮商員在工作中的影響，特別是關懷的耗竭影響甚大，幾乎是諮商員工作的主要耗竭，形成了治療關係建立的困難，也影響了諮商員本身在接案時的自我投入程度。而復原因子中的個人復原因素、家庭復原因素與社會復原因素，其中又以個人復原因素為諮商員的主要復原因子，特別是自我覺察的面向涵蓋層面甚廣，甚至也可能包含了內在靈性力量的覺察。另外也發現到某些復原因子亦可能成為危險因子的情況，這些復原因子透過免疫模式、補償模式與挑戰模式的運作，發展出諮商員在工作耗竭經驗中的復原現象，而不同的專業階段有可能會出現不同的復原模式，其中又以免疫模式為資深諮商員的主要復原模式。最後，本研究根據上述研究結果，對未來相關研究與諮商實務工作人員提出具體建議。

關鍵字

諮商員 ； 工作耗竭 ； 復原歷程

並列摘要

Aiming to understand the burnout experienced by counselors in the work and their process of resilience, the study tries to explore the resilience factors and models presented in the resilience process when the counselors are experiencing the burnout, with the expectations to enrich the studies on counselors' resilience, and to provide an orientation for further studies on the process of resilience, which could also serve as a reference for the local counselors. The study takes the qualitative-oriented content analysis as the study method and the semi-structured interview as the way of data collecting, additionally analyses the data with the categorical-content model. Through purposive sampling, the study interviewed 3 senior counselors, all of whom have experienced the burnout and resilience. Through sorting and analysing their stories, researchers present the process of counselors' resilience, and analyse the related resilience factors and models.
After concluded the results of this study, we find that the burnout during working includes four levels, i.e., physiology, emotion, cognition, and behaviour. One will appear a symptom of depression on physiological level, tend to think negatively on the cognitive level, become hard to isolate from the negative emotions on the emotional level, and shrink his competences on the behavionral level. Within all categories of burnout, caring burnout and meaning burnout give influence on the counselors during working, especially the former, which has almost become the main burnout in their work, forming troubles in the contribution of healing relationship and affecting the level of self-involvement in cases. Moreover, the resilience factors contain individual factors, family factors and social factors, among which the individual factors are the main factors for counselors. Especially, the orientation of self-awareness covers a wide range, even may contain the awareness from the inner spirit. Apart from the above, some resilience factors are found to have the possibility to become risk factors. Through immunity model, compensatory model, and challenge model, these factors develop into the resilience phenomenon in the burnout experience. Different specialized stages may appear different resilience models, among which the immunity model is the main model. Finally, the study provides some specific suggestions to the further studies and counselors according to the results above.

並列關鍵字

counselor ； burnout ； process of resilience

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