社会保障是社会发展的稳定要素和安全保护，是和谐社会主义建设的首要目标。社 保工作者作为社会保障任务的主要实施者，直接接触社会保险参保人群，与人民群众自 身的利益紧密相关，代表着党和政府良好形象。社保工作者的工作态度、工作能力直接 影响着社保经办机构的服务质量以及相关参保人员的利益，因此社保工作者个人素质的 高低和精神面貌对于整个社保工作链条都有着极其重要的作用。近年来社保主管部门和 人民群众对经办机构服务水平要求越来越高，对社保经办机构工作者造成的压力也越来 越大。而社保经办机构工作内容琐碎，单一、重复性高，导致经常出现身心疲惫、对工 作缺乏兴趣、缺乏工作动力的情况，这些现象都是职业倦怠的体现。对于社保工作者来 说职业倦怠的出现影响到正常工作中的办公效率、降低服务质量，给整个社保工作都带 来负面的影响。因此，在社保工作找到社保工作者职业倦怠的情况，并提出可行性的解 决方案显得迫切而又需要。 本文针对 Z 县社保工作者的现状，通过发放 MBI-GS 职业倦怠量表和个案访谈的方 法，对 Z 县社保工作者职业倦怠状况开展调查研究。并运用人力资源管理的相关理论进 行分析，尝试找出个人、组织方面对职业倦怠的产生起到的作用。通过对问卷的回收分 析得出结论，Z 县社保工作者呈中度职业倦怠，在人口特征差异化分析中认为社保工作 者的职业倦怠在年龄、学历、岗位、薪资都存在一定的差异，通过访谈及问卷分析认为 工作环境带来的角色模糊、个人价值体现、职业发展、以及缺乏有效的薪资激励机制与 有效的晋升机制是造成 Z 县社保工作者出现职业倦怠的主要原因。为了缓解 Z 县社保工 作者职业倦怠的程度，本文由个体、组织两个层面提出对职业倦怠的解决对策，个体层 面应当自我学习以及对情绪的调控，提高自身的能力；重塑职业价值观。组织层面应当 采用信息技术减轻不必要的工作量；建立岗位交流制度；合理的薪资激励，增加工作的 积极性。 关键词，社保工作者，职业倦怠，工作再设计IIIII ABSTRACT Social security is the stabilizer and safety net for social development, Is the primary goal of harmonious socialist construction. As the main implementer of social security tasks, social security workers directly contact the social insurance insured population, closely related to the interests in the people themselves, and represent a good image of the party and the government. The social work attitude and work ability of social security workers directly affect the service quality of social security agencies and the interests in relevant insured personnel. Therefore, the quality and mental outlook of social security workers have an extremely important role in the entire social security work chain. In recent years, the higher authorities and the people have higher and higher requirements for the service level of the handling agencies, and the pressure on the social security agencies is also growing. Moreover, the social security agency's work contents is trivial, single, and highly repetitive, leading to frequent physical and mental exhaustion, lack of interest in work, and lack of motivation. These phenomena are manifestations of burnout. For social security workers, the occurrence of job burnout affects the office efficiency in normal work, reduces the quality of service, and has a negative impact on the entire social security work. Therefore, it is urgent and necessary to find a situation in which social security workers are burned out in social security work and propose feasible solutions. Based on the status quo of social security workers in Z County, this paper investigates the occupational burnout status of social security workers in Z County by issuing the MBI-GS burnout scale and case interviews. And use the relevant theory of human resource management to analyze, try to find out the role of personal and organizational aspects of the occurrence of burnout. Through the analysis and analysis of the questionnaire, it is concluded that the social security workers in Z County are moderately burned,in the differential analysis of demographic characteristics, it is considered that there is a certain difference in the age, education, position and salary of social workers, through interviews and questionnaire analysis, it is believed that the role of the work environment is vague, personal value, career development, lack of effective salary incentive mechanism and effective promotion mechanism are the main reasons for the job burnout of Z County social security workers. In order to alleviate the degree of job burnout of socialIV security workers in Z County, this paper proposes solutions to burnout from two levels: individual and organization: Individual level should self-learn and regulate emotions to improve their own ability; At the organizational level, information technology should be used to reduce unnecessary workload; establish a job exchange system; reasonable salary incentives, and increase work enthusiasm. KEYWORDS: Social Security Workers,Job Burnout,Job DesignV 目 录 摘要 -------------------------------------------------------------------------------------------------------I ABSTRACT ---------------------------------------------------------------------------------------------III 1 导 论 --------------------------------------------------------------------------------------------------- 1 1.1 研究背景与选题意义------------------------------------------------------------------------- 1 1.1.1 研究背景-------------------------------------------------------------------------------- 1 1.1.2 选题意义-------------------------------------------------------------------------------- 2 1.2 研究思路与研究内容------------------------------------------------------------------------- 2 1.3 研究方法与技术路线------------------------------------------------------------------------- 3 1.3.1 研究方法-------------------------------------------------------------------------------- 3 1.3.2 技术路线分析-------------------------------------------------------------------------- 4 1.4 本文研究的创新之处------------------------------------------------------------------------- 4 2 国内外研究综述-------------------------------------------------------------------------------------- 5 2.1 职业倦怠的定义------------------------------------------------------------------------------- 5 2.2 职业倦怠的影响因素------------------------------------------------------------------------- 5 2.3 职业倦怠造成的潜在后果------------------------------------------------------------------- 6 2.4 社保工作者职业倦怠的研究---------------------------------------------------------------- 7 3 Z 县社保工作者职业倦怠现状与问题 -----------------------------------------------------------11 3.1 Z 县社保经办机构基本情况----------------------------------------------------------------11 3.2 Z 县社保工作者职业倦怠现状调查-------------------------------------------------------12 3.2.1 调查方法-------------------------------------------------------------------------------12 3.2.2 Z 县社保工作者职业倦怠现状分析 -----------------------------------------------16 3.2.3 Z 县社保工作者职业倦怠存在的问题 --------------------------------------------20 4 Z 县社保工作者职业倦怠成因分析 --------------------------------------------------------------23 4.1 个体方面影响职业倦怠的因素------------------------------------------------------------23 4.1.1 个人期望与现实的冲突-------------------------------------------------------------23 4.1.2 自我调节能力较弱-------------------------------------------------------------------24VI 4.1.3 工作环境导致的角色压力 ----------------------------------------------------------24 4.2 组织方面影响职业倦怠的因素------------------------------------------------------------25 4.2.1 工作岗位的设置不合理--------------------------------------------------------------25 4.2.2 薪资待遇平均化-----------------------------------------------------------------------26 4.2.3 缺乏有效的晋升机制-----------------------------------------------------------------27 4.2.4 业务培训制度不完善-----------------------------------------------------------------27 5 Z 县社保工作者职业倦怠解决对策 --------------------------------------------------------------29 5.1 基于个人层面的解决对策------------------------------------------------------------------29 5.1.1 建立正确职业价值观----------------------------------------