社会工作介入景区讲解员职业倦怠问题的实务研究——以云冈石窟景区讲解员为例InstructorOccupationalBurnoutResearchUnderSocialWorkPerspective—TakeYungangGrottoesasanExample摘要景区讲解员是一座城市文化与历史的传播者，他们承担着向前来参观的游人们宣传家乡的重任，为此付出了许多辛勤与汗水。由于景区讲解员长期从事户外工作，严寒酷暑，风吹日晒，恶劣的工作环境，服务过程中承受的心理压力，以及末位淘汰制这样严苛的考核评审制度，缺少职业上升空间，均会诱发讲解员产生严重的职业倦怠。产生职业倦怠的讲解员会对工作产生强烈的抵触情绪，服务态度变差、讲解水平大幅度下滑。尽管景区讲解员队伍中的职业倦怠问题非常普遍，但是许多讲解员似乎并未意识到该问题的严重性及其产生的严重后果。本研究以云冈石窟景区讲解员为例，进行调查研究，发现所被调研的30名云冈石窟景区讲解员中，职业倦怠的平均得分为3.28分。其中存在轻度倦怠感的讲解员有25人占83.33%，存在中度职业倦怠感的讲解员有5名占16.67%，景区讲解员职业倦怠的表现包括：服务质量不达标、服务态度较差、对工作的归属感低，辞职率高。随后，本文探究了景区讲解员产生职业倦怠的深层诱因，发现性别因素对职业倦怠的影响不明显，而婚姻状况、学历、工作年限、年龄是影响景区讲解员职业倦怠的主要因素。最后研究开展了社会工作的实务活动，提供六次小组活动，循序渐进，帮助讲解员了解职业倦怠的危害，构建良好心态，完善景区讲解员的社会支持网络，提升对本职工作的认同度，缓解成就感低的状况，强化讲解员的人际关系处理能力，找到疏导负面情绪的方法，最终让他们积极地应对职业倦怠。关键词：社会工作；景区讲解员；职业倦怠AbstractTheinstructorsaremessengersofacity’scultureandhistory.Itistheirresponsibilitytointroducetheirhometowntothevisitors.Theyhadpaidmanyindustrioussweatforthisgoal.ButthisLong-termoutdoorworkmaycauseseriousjobburnout,sincetheinstructorshadtoworkinfreezingwinterandsultrysummer,suchadverseworkingconditionsstrictassessmentsystemandthelowpossibilitytobepromotedmakethemfeelburnout.Thoseinstructorswhohadbeensufferedfromjobburnout,wouldhavealotofresistancetotheirwork,becomeunfriendlytothecustomersandtheirworkingperformancewoulddropoff.Althoughthistrendrisesveryrapidlyamongtheindustrious,buttheyneverrealizetheseriousnessoftheproblemandthesevereconsequencesitmaycause.TheresearchwouldtakeYungangGrottoesasanexample,whentheresearchwasfinished,thedatashowsthattheaveragescoreoftheinstructors’jobburnoutis3.28.Theprevalenceofslightburnoutwas83.33%,theprevalenceofmoderateburnoutwas16.67%.Thespecificperformanceoftheinstructors’jobburnoutare:poorperformanceandattitudeonaservicecontract,lackingthesenseofbelonging,highrateofresignation.Thestudyalsoexploredthedeepcausesofthisissue,thestudyshowsthatjobburnoutwasinfluencedbymartialstatus,education,yearsofworkingandage,butnotbysexdifferences.Intheendthesocialworkerorganizeandlaunchsocialworkpracticaloperation,including6groupactivities,stepbystep,helpingtheindustrioustorealizetheseriousnessofjobburnout,remaingoodattitudeandrespondtheproblemspositively,improvingtheirsocialsupportnetwork,increasingtheiridentificationforthejob,improvetheirlowsenseofachievementandinterpersonalskill,findawaytoavoidnegativeemotion,finallyfindaproperwaytosolvetheproblemsofjobburnout.Keywords:SocialWork；Instructors；JobBurnout目录第一章绪论........................................................................................................................................1一、研究背景....................................................................................................................
