Abstract:

Whilst there are numerous studies of burnout, the research tends to concentrate on emotional exhaustion and reduced personal accomplishment, and there is comparatively little about depersonalisation. Descriptions of depersonalisation, ranging from 'disengagement' and 'cynical indifference' through to 'detached concern', seem to indicate there is a spectrum of self-protective behaviour being produced. However, there is little to say at what point it changes from being an adaptive to a maladaptive behavioural response. This study aims to gain an understanding of depersonalisation, as perceived and experienced by employment advisers working in Jobcentre Plus offices. An interpretative phenomenological approach was selected with volunteers asked to complete an e-mail diary over a ten day period, where they could explore their feelings about dealing with particular customers who they responded to in a disengaged, cynical or detached way. Several of the participants returned the diary sheets stating they had not experienced feelings of disengagement, cynicism nor detachment on any of the days. Others identified an interaction which made them take stock of their emotions. A thematic analysis of the diaries was undertaken to identify common features and experiences. Two of the strongest themes to emerge from the advisers' accounts appear to relate to emotional dissonance and surface acting, which research suggests might, over time, lead to burnout.

Keywords: BURNOUT; DEPERSONALISATION; DISENGAGEMENT; EMOTIONAL DISSONANCE; SURFACE ACTING

Document Type: Research article