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TheRelationshipofSocialSupportandCommunicationCompetencetoBurnout
JoannJohnson
WinonaStateUniversity
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 2
Method
Thegoalofthisstudyistoexaminetheroleofhumanserviceemployeesperceivedsocial
supportandcommunicationcompetenceandhowthoseperceptionsaffecttheirlikelihoodto
burnout.
H1:Asperceptionsofsocialsupportincrease,reportedlevelsofburnoutdecrease.
H2:Asperceptionsofcommunicationcompetenceincrease,reportedlevelsofburnout
decrease.
ConceptualandOperationaldefinitions
ThroughmyresearchinthefieldofhealthcareIhavecomposedtwohypotheses.Dueto
thisIhavethreevariablestoworkwith:socialsupport,communicationcompetenceandburnout.
Socialsupportisdefinedconceptuallyasthefeelinganindividualhasabouthowsupportedthey
feelbytheircompanyandcoworkers(duPre,2013).FormystudyIplantodefinesocial
supportoperationallyasSararson,Sarson,ShearinandPiercedointheirarticlepublishedin
1987).ThoughIdonothavetodirectarticleyet,theirquestionnairefocusesonsocialsupport
satisfactionwithintheworkplace.
MynextvariableofcommunicationcompetenceisdefinedconceptuallybyLarason,
BucklundRedmonandBarbour(1978),butcitedbyWiemannandBucklund(1980);theystate
thatcommunicationcompetenceis,Theabilityofanindividualtodemonstrateknowledgeof
theappropriatecommunicativeinagivensituation.OperationallyIwillbeusingthe
communicationcompetencescaleusedbyRubin,PalmgreenandSypher.Thesescholarsuse
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 3
Wiemannscompetencescalethatdeterminesanindividualsreactionswheninahighlystressful
situation(Rubin,Palmgreen&Sypher1997).
Lastly,burnoutwillbeconceptuallydefinedasthedetachedfeelinganindividualfeels
towardstheirjob.Thiscanbeseenasloweredpersonalaccomplishment,oriftheindividualdoes
notfeeltheyaregoingasatisfactoryjobandthereforetheycannotachievegoalssetforthem
(Maslach,Schaufeli,&Leiter,2001).Operationally,Iwilldefineburnoutthesamewayasitis
talkedaboutconceptually,usingMaslachsBurnoutscalethatasksquestionsaboutemotional
exhaustionanddepersonalization(Maslach,Jackson&Leiter,1997).
ParticipantsorSubjects
ParticipantsinthisstudywillbeemployeesthatworkatLegaciesLLC.Idecidedto
contactthiscompanybecausetheirstaffworksoneononewithandkidsandadultswhohave
mentalillnessordisabilitieswhoneedmoreofthatoneononeattention.Participantswillbe
thoseemployeeswhoworkasDesignatedcoordinatorsandDirectSupportProfessionals.Dueto
theunequalamountofwomenvs.meninthisfield,Iexpecttheretobeahighernumberof
womentakingthesurvey.Thoughtherewillmostlikelybemorewomen,itwillnotskewmy
overallresultssincemyhypothesisdonotincludeagenderfactor.Inmyselectionofparticipants
withinthecompany,Iwillnotbelookingatage,buttheamountoftimetheyhavebeenworking
withinhumanservices.
Materials
Inthisstudy,participantswillbetakingallthreeselfadministratedsurveysonline
throughQualtrics.Participantswillbeaskedtoanswerallsurveyswiththeircoworker
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 4
relationshipsinmind.TheMaslachBurnoutInventoryisa6pointLikerttypescale,ranging
from0,Neverto6Always.(Dr.LyouputabackwardsSthoughthissoIwasntsureeven
afterlookingonline,whatneededtobedonewiththepartsinred)TheMBIhasbeenused
aroundtheworldforyearsandhasbeenshowntohaveasignificantvalidity.Oneoftheways
scholarsseetheMBIscaletobevalidisfromoutsideobservers.Thosewhoscorehighin
emotionalexhaustion,oftenareseenasagitatedorstressbyothersaroundthem.Thesecondway
thisisdemonstratedisbycaseload(whenlookingathumanservicejobs).Theheavierthe
caseloadanindividualhasthemorelikelytheyaretoexperienceburnout(Maslach,Jackson,
Leiter1997).
Thescalemeasuresthreedimensions:emotionalexhaustion,reducedpersonal
accomplishment,anddepersonalization.Theinventorywillaskparticipantsquestionlike,Ifeel
usedupattheendoftheworkday,Ihavebecomelessenthusiasticaboutmywork,Ihave
accomplishedmanyworthwhilethingsinthisjobandIfeelemotionallydrainedfrommywork.
TheMBIwilltakeparticipants23minutestocomplete.
Mynextsurveywillbethecommunicativecompetencescale,createdbyWiemannin
1977,tomeasureanindividualsabilitytomaintainthemselvesinhighstresssituationsandtheir
knowledgeofthatsituation.Thecommunicativecompetencescaleassessesfivedimensionsand
theyareasfollowed:Empathy,Affiliation/support,generalcompetence,behavioralflexibility
andsocialrelaxation(Rubin,Palmgreen&Sypher,2009).TheCCSisa5pointLikerttype
scalewhichrangesfromstronglyagreetostronglydisagree.Thequestionsfocusonquestions
suchas,Ifinditeasytogetalongwithothers,Iameasytotalkto,Iunderstandpeople,Idonot
followworkconversationsverywellandIgenerallysaytherightthingattherighttime.
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 5
Studieshaveshownthatthecommunicativecompetencescaleisvalid.Cupachand
Spitzerg(1983)assitedby,Rubin,Palmgree&Sypher,statethattherewasastronglink
betweentheCCSandselfratedcompetence.HazletionandCupach(1986),ascitedbyRubin,
Palmgree&Sypher,foundacorrelationbetweencommunicativecompetenceandbothlogical
knowledgeoninterpersonalcommunicationandinterpersonalcommunicationapprehension
(2009).
MylastsurveyisaSocialSupportQuestionnaire.TheoneIamusingisashortversion
bySarason,Sarason,Shearin,andPierce(1987).Thequestionnairemeasuressocialsupportan
individualfeelsintheworkplace.Itismeasuredona7pointLikerttypescale.Someofthe
questionsparticipantswillseeare:Whocanyoureallycountontohelpyoufeelbetweenwhen
youareinthedumps,orhowsatisfiedareyouwiththatsupport(Wright,Banas,Bessarabova&
Bernard2010).
Iwantedtouseallthreeofthesesurveysbecausetheyareallusedtomeasuremythree
variables.Attheendofmystudy,myhopeistoconnectallthreeandseewhatfactorsmostlead
toburnoutandatwhatpointintheparticipantscareer.
Procedure
Participantsinthisstudywillbesentanemailthatcontainsamessagefrommetalking
aboutwhyIamaskingthemtoparticipateinthesurveyalongwithalinkthatwilldirectthemto
thequaltricssurvey.First,myparticipantsaregoingtoanswertheseriesofsurveyquestions,
whichwillbeonline.Next,participantswillbeaskedtwoquestionsattheend,whichareas
followed:Whatisyourgenderandhowlonghaveyoubeenworkinginthehumanservicefield?
Forthesecondquestionpertainingtohowlongtheyhavebeenworkingindirectcare,
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 6
participantswillbeabletochose:Oneyear,twoyears,threeyearorfourplusyears.Iwantto
askhowlongtheyhaveworkeddirectlywiththeseindividualsbecauseattheendofthestudy
whenIamanalyzingthematerial,Ihopetoseeadifferenceinburnout,socialsupportand
communicationcompetence,forparticipantswhohaveworkedthereayearverses4+years.To
getthemostaccurateresults,Iwanttogive100participantsmysurveystofillout.Thesewillall
beaccessibletothemonlineandincludeasocialsupportquestionnairebySarason,Sarason,
ShearinandPierces(1987)tomeasureperceivedsocialsupport,Wiemanns36item
communicationcompetencescaletomeasurecommunicationcompetenceandlastly,Maslachs
burnoutinventorywhichwillmeasurethelikelihoodofburnoutanindividualhas.
Analysis
TheanalysisofthisdatawillbedonethroughaRegressiontable.Thetwoindependent
variableswillbesocialsupportandcommunicationcompetenceandthedependentvariablewill
beBurnout.Theregressiontablewillanalyzehowsocialsupportandcommunication
competenceaffectthelikelihoodofburnouttooccur.
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 7
Appendix
Always
Never
Item
1. I feel emotionally drained from my work. 0 1 2 3 4 5 6
2. I feel used up at the end of the workday. 0 1 2 3 4 5 6
3. I feel tired when I get up in the morning and have 0 1 2 3 4 5 6
to face another day on the job.
4. Working all day is really a strain for me. 0 1 2 3 4 5 6
5. I can effectively solve the problems that arise in 0 1 2 3 4 5 6
my work.
6. I feel burned out from my work. 0 1 2 3 4 5 6
7. I feel that I am making an effective contribution to 0 1 2 3 4 5 6
what this organization does.
8. I have become less interested in my work since I 0 1 2 3 4 5 6
started this job.
9. I have become less enthusiastic about my work. 0 1 2 3 4 5 6
10.In my opinion, I am good at my job. 0 1 2 3 4 5 6
11.I feel exhilarated when I accomplish something at 0 1 2 3 4 5 6
work.
12.I have accomplished many worthwhile things in 0 1 2 3 4 5 6
this job.
13.I just want to do my job and not be bothered. 0 1 2 3 4 5 6
14.I have become more cynical about whether my 0 1 2 3 4 5 6
work contributes anything.
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 8
CommunicativeCompetenceScale*
Instruction:Completethefollowingquestionnaire/scalewiththesubjects(I)inmind.Circleone
ofthesetsoflettersbeforeeachnumberedquestionbasesuponwhetheryou(SA),agree(A),are
undecidedorneutral(?),disagree(D),orstronglydisagree(SD).Alwayskeepyourworkplace
inmindasyouanswer.
Stronglyagree AgreeUndecidedorneutralDisagreeStronglydisagree
SA A ? D SD
{Editorsnote:Respondentsusetheabovescaletorespondtoallitems.}
1. Ifinditeasytogetalongwithothers
2. Icanadapttochangingsituations
3. Itreatpeopleasindividuals
4. Iinterruptotherstoomuch
5. Clientsarerewardingtotalkto
6. Icandealwithclientseffectively
7. Iamagoodlistener
8. Iamcoldanddistant
9. Iameasytotalkto
10. Iwillnotarguewithaclientjusttoprovehe/sheisright
11. Myconversationbehaviorisnotsmooth
12. Iignoreclientsfeelings
13. Igenerallyknowhowothersfeel
14. IletclientsknowthatIunderstandthem
15. Iunderstandotherpeople
16. Iamrelaxedandconfortablewhenspeaking
17. Ilistentowhatotherpeoplesaytome
18. Iliketobecloseandpersonalwithmyclients
19. Igenerallyknowwhattypeofbehaviorisappropriateinsituations
20. Iusuallydonotmakeunusualdemandsformyclients
21. Iamaneffectiveconversationalist
22. Iamsupportivetoothers
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 10
23. Idonotmindmeetingstrangers
24. Icaneasilyputmyselfinanotherpersonsshoes
25. Ipayattentiontoconversations
26. Igenerallyamrelaxedwhenconversingwithanewacquaint
27. Iaminterestedinwhatothershavetosay
28. Idontfollowworkmeetingconversationsverywell
29. Ienjoysocialgatheringsatwork
30. Iamalikableperson
31. Iamflexible
32. Iamnotafraidtospeakwithpeopleinauthorityatmyjob
33. Staffmemberscancometomewiththeirproblems
34. Igenerallysaytherightthingattherighttime
35. Iliketousemyvoiceandbodyexpressively
36. Iamsensitivetoothersneedsofthemoment
Note:Items4,8,11,12,and28arereversecodedbeforesummingthe36items.ForPartner
versionIisreplacedbymypartnerandby:mylongstandingrelationshippartnerinthe
instructions.Fortheselfreportversion,2isreplacedbyIandstatementsareadjustedfor
firstpersonsingular.
Socialsupportquestionnaireonnextpage
Running head: SOCIAL SUPPORT AND COMMUNICATION COMPETENCE 11
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References
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Maslach,C.,Jackson,S.E.,&Leiter,M.P.(1997).Maslachburnoutinventory.Evaluating
stress:Abookofresources,3,191218.
Wiemann,J.,&Backlund,P.(1980).Currenttheoryandresearchincommunicative
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Wright,K.B.,Banas,J.A.,Bessarabova,E.,&Bernard,D.R.(2010).ACommunication
competenceapproachtoexamininghealthcaresocialsupport,sStress,andjob
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Pre,du,.(2013).Communicationaboutheath:Currentissuesandperspective(4thed.).
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Rubin,B.R.,Palmgree,P.,&Sypher,E.H.(2009).Communicationresearchmeasures.
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