Original scientific paper
Burn out syndrome with the banking industry employees working directly with clients
Gordana Horvat
orcid.org/0000-0002-7601-5837
; NGO “Baobab”, Osijek, Croatia
Suzana Tomašević
; Primary school “Ivan Kozarac”, Nijemci, Croatia
Zdravka Leutar
; Study of Social Work, Zagreb, Croatia; Study of Social Sork, Mostar, Bosnia and Herzegovina
Abstract
The objective of the thesis is to explore presence of the Burn out syndrome with the banking industry employees working directly with the clients, also, the objective was to affirm whether there are statistically significant differences in burn out stage among examinees considering the length of work experience and gender and what are the possibilities of preventing and dealing with the consequences of stress. The
research was conducted in 67 branch offices of Hypo Alpe-Adria-Bank d.d. in Croatia, included 303 examinees, out of whom 57 male and 246 female respondents. Working experience lengths spanning from 1 to 36 years. The results show that one quarter of employees, i.e. 25% show high level of burn out and long-term stress exposure symptom, whilst 37% of respondents show initial signs of a burn out. A low level of
burn out is registered with 36% respondents. There is no registration of different level of burning out between men and women, both showing the same symptoms with the same intensity. The length of the working experience also showed no effect at the burn out stage and there is no statistically significant difference between employees with longer i.e. shorter working experience. There is, however, a risk within the banking
sector and working directly with clients and alarming signs are observed that are indicating necessity for prevention and education of employees how to manage the stress in which social workers should have an important role, especially as the negative effects of stress transferred to the families of employees as it again has a negative feedback effect on work with clients.
Keywords
stress; burn out syndrome; professional stress; banking sector; working directly with clients; social workers
Hrčak ID:
176985
URI
Publication date:
6.12.2016.
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