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Investigation of emotional burnout in bank employees working in «person-to-person» system

This study was designed to evaluate the intensity of emotional burnout (EB) in bank employees who directly interact with clients. One hundred and seventeen bank employees (90 women and 27 men; 21-54 years old), whose job directly involves client service, had their level of EB measured using a psychodiagnostic test proposed by Boyko (1996). This tool allows identifying three phases of EB: tension, resistance, and exhaustion. It was shown that a greater proportion of respondents (69.3%) have prevalent features of resistance phase in EB. Exhaustion phase is also notable, with its symptoms present in 53.9% respondents. Tension phase was the least prevalent in the evaluated group of bank employees (only present in 23.1% cases). Analysis of EB in bank employees engaged in direct interaction with clients has shown that this group of individuals is characterized primarily by symptoms of resistance phase, triggered by the excessive emotional burden and constant stress.


Introduction
Professional activity takes a great deal of time in individual's life, making a direct impact on his or her behavior, interests and personal qualities. Psychological overload and emotional stress related to the execution of official responsibilities may lead to distortion of individual's personality, which will particularly manifest itself as an emotional burnout (EB) [1].
BS is developed by personality as a psychological defense mechanism consisting of total or partial emotional shutdown in response to certain traumatizing influences. The existence of such phenomenon was first mentioned by Freudenberger [2]. However, EB-related research begun only when a study by Maslach [3]. About one-third of people in general population may suffer from features of EB [4].
People working in «person-to-person» system are the most predisposed to the development of this syndrome [5,6]; an example of vulnerable populations are doctors, teachers, and psychologists, though EB may be present in other professions too [4,[7][8][9][10]. Russian studies which dealt with this phenomenon primarily evaluated people of these occupations [11][12][13][14][15][16][17], while prevalence and specifics of EB in banking personnel remain poorly studied.
This study was aimed at evaluation of EB intensity in bank workers directly interacting with clients.

Material and Methods
One hundred and seventeen specialists (90 women and 27 men) working in a bank, aged between 21 and 54 years, whose job is directly related to client service with a record of 6 months to 15 years were enrolled in this study.
The study involved psychodiagnostic testing of EB level using the method proposed by Boyko [18], which allows detection of emotional disturbances and their dysfunctional consequences in terms of professional activity and coworker interaction. Burnout represents acquired stereotype of emotional or more often professional behavior. Professional burnout is a kind of person's professional deformation. Phases of the development of the EB in the concept of Boyko are similar to the phases of development of the general adaptive syndrome [18,19]. Tension serves as a starting mechanism that triggers the formation of the EB. This stage is determined by the stable intensity of the stress factors. The next phase is the phase of resistance. However, in fact, the resistibility to increasing stress and burnout begins from the moment of jitteriness. This is natural, as a person deliberately or unknowingly strives for psychological comfort and for reducing the pressure of the surrounding circumstances. The phase of exhaustion is characterized by more or less pronounced decrease in the total energy tone and weakening of the nervous system. Emotional protection in the form of EB becomes an integral attribute of the individual.
The method consists of filling the 84-item questionnaire by participants, with each question unambiguously answered as «yes» or «no» (Appendix A). During the creation of this questionnaire, every possible answer was rated by experts with a certain amount of points (Appendix B). Method and interpretation of test results are described in detail in Appendix B. The tool allows distinguishing three phases of EB («tension», «resistance», «exhaustion») with each one having four corresponding symptoms (Table 1). Questions are grouped into three scales, making it possible to diagnose the formation of each of the phases. Each scale is divided into four subscales. The total score obtained for each of these subscales allows us judging about the level and degree of each phase formation. According to the results of stress development stages, we can estimate their relative role or influence on the EB development.

Results
Results of processing the questionnaires filled by respondents are shown in Tables 2 and 3.
It is shown that the highest number of respondents with EB present with dominating features of resistance phase (fully developed or developing in 69.3% of respondents; Table 3), particularly «inadequate emotional specific reaction» and «professional duties reduction» symptoms are present in 69.2% and 61.6%, respectively ( Table 2). «Emotional and moral disorientation» and «widening of emotional thriftiness area» were significantly less prevalent ( Table 2).
Exhaustion phase is also rather common: it is fully developed or is developing in 53.9% of respondents (Table 3). This phase most commonly includes symptoms of the emotional deficiency, emotional isolation, and personal detachment.
Tension phase is the least prevalent in the studied group of banking professionals. It is developed or developing only in 23.1% of respondents (Table 3).
It is worth to note that two persons (22 and 54 years old, 0.5 and 15.0 years of job experience respectively) had features of all three EB phases, which may be explained by difficult adaptation period in the first case and by a prolonged influence of psychological stress in absence of measures required to restore psychological balance.

Discussion
Factors influencing the development of EB in bank workers directly involved in client service include the following: adaptation to changing the workplace, constant psycho-emotional overload related to interaction with people, high responsibility, psychologically difficult interaction with clients burdened with negative emotions and the negative impact of conflicts with other staff members. Internal factors include interaction intensity and personality type (extrovert or introvert). High prevalence of EB symptoms in bank workers was already reported by foreign researchers [20].
Age and work record are also important factors for the development of EB [9,21]. However, our study didn't show any association between EB and age of respondents or their work record.
Psychological intervention with the employee, which should include assistance in realization of his problems and identification of possible solutions, among other things, is one of the ways to combat EB [22,23]. The direct supervising manager should have an important role in this by providing constant psychological support to personnel, dynamically overseeing work performance and interaction with colleagues for every worker, and promptly take measures necessary to prevent EB in them. As a rule, prevention and rehabilitation measures aimed at relieving tension, enhancing professional motivation in workers and improving the balance between efforts and rewards. It should be noted that payment is only insignificantly associated with job satisfaction [24]. There is a consolidated opinion that psycho-emotional exhaustion is the most important aspect of EB [25][26][27]. Women are more prone to development of this condition when compared to men [4,28]. Prevalence of women in our study hasn't allowed us to study gender-related aspects of EB in our cohort of bank service workers.
An important role in counteracting EB belongs to the person himself [29,30]. A person should realize the necessity of regular rest periods to restore physical and spiritual energy, learn how to relax, learn to set achievable goals for himself, search for ways towards self-development and self-improvement, while widening the area of interests, thereby creating a distraction from existing problems.
It is worth to note that respondents aged primarily 21-29 years old participated in this study. Our data, which shows a high prevalence of resistance phase, makes evident that further development of EB will continue under influence of such stress factors unless preventive measures are taken. Psychological disturbance may lead to serious nervous system disorders, which makes timely control of stress factors necessary.

Conclusion
Analysis of EB in bank workers directly involved in client service has shown that this group of people is characterized by the development of resistance phase symptoms, caused by excessive emotional overload and regular stress. Development of this syndrome is also influenced by the personal perception of the environment; for example, excessive sensitivity and «closed» personality accelerates burnout development.

Limitations
In the sample, there were more women than men. We did not analyze gender differences.

Ethical approval
All procedures performed in studies involving human participants were in accordance with the ethical standards of the institutional research committee and with the 1964 Helsinki declaration and its later amendments or comparable ethical standards.

Conflict of interest
The author declares that she has no conflict of interest.

Appendix B. Processing and interpretation of results for Boyko emotional burnout evaluation system [18]
Processing of completed questionnaires: i) Points value for each of 12 emotional burnout (EB) symptoms is calculated using coefficients from lookup table (Appendix C). For example, positive answer to question №13 has value of 3 points regarding the first symptom, and negative answer to question №73 has value of 5 points; sum total is calculated and quantitative measure of symptom intensity is determined. ii) Sum total for symptoms of every three phases of EB is calculated. Phases and their corresponding symptoms are shown in Table 1. iii) Final determinant of EB is calculated -sum of point values of all 12 symptoms.
This method provides a complete picture of EB. Intensity of every symptom is measured within range of 0-30 points: • 9 points or less -absent symptom, • 10-15 points -developing symptom, • 16 -20 points -developed symptom.
• 20 points or more -such symptoms are considered to be dominating in a current phase or in entire EB.
The next step in interpretation of questionnaire results is the evaluation of phases of EB with their values measured within range of 0 to 120 points. Comparison of point values calculated for every phase is unjustified, because it doesn't allow judging their contribution to development of EB as a whole. The phenomena which constitute those phases are essentially different: reaction towards internal and external factors, psychological defense mechanisms, status of nervous system. Quantitative parameters only allow us to judge a degree of development for every phase, and which phase is more or less developed: • 36 points or less -phase has not developed; • 37-60 points -phase is developing; • 61 points or more -phase had developed.
Psychodiagnostic conclusion includes the answers to following questions: • which symptoms dominate; • which developed and dominating symptoms accompany «exhaustion»; • can the «exhaustion» (if it is found) be explained by professional factors invloved in «burnout» symptoms or personal factors; • which symptom (or symptoms) most negatively affect emotional condition of a person; • in which direction workplace environment should be managed to decrease nervous tension; • which signs and aspects of person's behavior require correction to avoid emotional «burnout» damage to person himself, professional activity and partners.