澳門學生輔導員職業倦怠之研究

"This research aims to investigate the current state of occupational burnout among school counselors in Macao and its contributing factors. Occupational burnout, a prevalent mental health issue in helping professions, significantly threatens both the professional effectiveness and personal well-being of counselors. In Macao, growing mental health concerns among adolescents have placed school counselors under high service demands and complex working conditions, yet they lack adequate systemic support.
Using a qualitative research approach, semi-structured interviews were conducted with nine school counselors in Macao to gather their practical experiences and subjective perspectives. The research employed Maslach's three-dimensional model of burnout—emotional exhaustion, depersonalization, and reduced personal accomplishment—alongside ecological systems theory as analytical frameworks to examine their work context, manifestations of burnout, and underlying causes. The findings aim to address the research gap in this field in Macao and provide an empirical foundation for policy and practical improvements.
Results indicate that the role of school counselors in Macao is notably ambiguous, often involving non-professional duties such as administrative tasks and event coordination. Frequent changes in government guidelines further contribute to role confusion. In terms of burnout, emotional exhaustion was most acute among counselors with 1–2 years of experience, particularly during high-pressure periods such as after examinations (e.g., November to March), manifested through depleted energy, reduced efficiency, and interpersonal detachment. Depersonalization was commonly observed when handling challenging cases, where counselors developed indifference or aversion toward clients, while seasoned counselors tended to adopt a formulaic approach. Although a sense of accomplishment was generally reported, novice counselors were more susceptible to self-doubt due to external skepticism and misaligned expectations, sometimes leading to intentions to leave the profession. Key factors influencing burnout included excessive workload, interpersonal pressures, the gap between personal sense of mission and reality, and insufficient organizational support.
The research recommends clarifying the scope of counselors' responsibilities to minimize non-professional tasks, enhancing organizational support through consistent supervision and practice-oriented training, improving promotion systems and emotional support mechanisms, and raising public awareness and respect for the counseling profession through education. These measures would contribute to building a sustainable counseling service system.

本研究旨在探討澳門學生輔導員的職業倦怠現狀及其影響因素。職業倦怠作為助人行業中普遍存在的心理健康議題，對輔導員的專業效能與個人福祉構成嚴重威脅。澳門青少年心理健康問題日益突出，學生輔導員面臨龐大的服務需求與複雜的工作情境，卻缺乏足夠的系統性支持。本研究採用質性研究方法，透過半結構訪談蒐集9名澳門學生輔導員的實務經驗與主觀感受，並以Maslach職業倦怠三維度理論（情緒耗竭、去人性化、成就感降低）及生態系統理論為分析框架，深入剖析其工作範疇、倦怠表現與成因，以填補澳門在此領域的研究空白，並為政策與實務改善提供實證基礎。 研究結果顯示，澳門學生輔導員的工作範疇存在明顯模糊性，常需承擔非專業性行政任務與活動協調，且政府指引頻繁變動加劇角色困惑。在職業倦怠方面，情緒耗竭尤以年資1–2年的輔導員最為顯著，多出現於考試後高壓期（如11月至隔年3月），表現為精力匱乏、工作效率下降及人際疏離。去人性化則常見於處理棘手個案時，輔導員對服務對象產生冷漠或厭惡感，資深者則傾向公式化應對。成就感雖普遍存在，但資淺者易因外界質疑與期望落差而陷入自我懷疑，甚至萌生離職念頭。影響倦怠的因素包括工作負荷過重、人際壓力、個人使命感與現實的落差和組織支持不足等面向。 本研究建議明確界定輔導員職責範圍，減少非專業任務；加強組織支持，提供穩定督導與實務導向培訓；改善晉升制度與情緒支持機制；並透過公眾教育提升社會對輔導工作的認知與尊重，以建立可持續的輔導服務體系。