09
09
ﻤﺯﻴﺎﻨﻲ ﻓﺘﻴﺤﺔ/.ﺃ
ﺒﺠﺎﻤﻌﺔ ﺍﻝﺠﺯﺍﺌﺭ
:ﻤﻠﺨﺹ
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ﺘﻤﻬﻴﺩ:
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ﺃﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻴﻌﺒﺭ ﻋﻥ "ﻝﻐﺔ ﻋﺎﻤﺔ" ﻓﻬﻭ ﺍﻝﻠﻔﻅ ﺍﻝﺫﻱ ﻴﺴـﺘﻌﻤﻠﻪ ﺃﻏﻠـﺏ ﺍﻷﻓـﺭﺍﺩ
ﻝﻭﺼﻑ ﺍﻝﺘﻨﺎﺫﺭ ﻭ ﺍﻝﻤﻘﺎﻭﻤﺎﺕ ﺍﻝﺘﻲ ﻴﻘﺎﻭﻤﻭﻥ ﺒﻬﺎ.
ﺃﺼﺒﺢ ﻫﺫﺍ ﺍﻝﻤﻔﻬﻭﻡ ﻓﻴﻤﺎ ﺒﻌﺩ ﻜﻤﺎ ﺫﻜﺭﺕ )ﺒﻴﺯﻱ ، Pezetﺘﺤﺕ ﺍﻝﻁﺒﻊ( ﻴﺘﻤﺘـﻊ
ﺒﺸﻌﺒﻴﺔ ﻤﺘﺯﺍﻴﺩﺓ ﺠﻌﻠﻪ "ﻜﻴﺱ ﺤﺸﻭ ﻜل ﺸﻲﺀ" ) (fourre toutﻤﻤﺎ ﺠﻌل ﻤﻌﻨﺎﻩ ﺍﻷﺼـﻠﻲ
ﻴﺘﺤﻭل ،ﻴﺘﺴﻊ ﻭ ﻴﺫﻭﺏ ﺃﻜﺜﺭ ﻓﺄﻜﺜﺭ ﻓﻲ ﺍﻝﻌﺎﻤﻴﺔ.
ﻭ ﻋﻠﻰ ﺍﻝﺭﻏﻡ ﻤﻥ ﺃﻥ "ﻓﺭﻭﻴﺩﻨﺒﺭﺠﺭ" ﻫﻭ ﺍﻝﺫﻱ ﺍﻜﺘﺸـﻑ ﻤﺼـﻁﻠﺢ ﺍﻻﺤﺘـﺭﺍﻕ
ﻻ ﺃﻥ ﻤﺎﺴﻼﺵ ﻫﻲ ﺍﻝﺘﻲ ﺩﺭﺴﺘﻪ ﺒﻌﻤﻕ ﺒﺤﻴﺙ ﻗﺩﻤﺕ ﺃﻭل ﺘﻌﺭﻴﻑ ﻝﻪ ﻭﺃﻭل ﺃﺩﺍﺓ
ﺍﻝﻨﻔﺴﻲ ﺇ ﹼ
ﻝﻘﻴﺎﺴﻪ .ﺜﻡ ﻅﻬﺭ ﺒﺎﺤﺜﻭﻥ ﺁﺨﺭﻭﻥ ﻭﺍﺼﻠﻭﺍ ﻭ ﻴﻭﺍﺼﻠﻭﻥ ﺩﺭﺍﺴﺘﻪ.
ﻭ ﻤﻊ ﺃﻥ ﻅﻬﻭﺭ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺤﺩﻴﺙ ﻨﺴﺒﻴﺎ ﻝﻡ ﻴﻤﻨﻊ ﻤﻥ ﻅﻬـﻭﺭ ﺘﻌـﺎﺭﻴﻑ
ﻋﺩﻴﺩﺓ ﻝﻪ ﺘﺸﻴﺭ ﻏﺎﻝﺒﻴﺘﻬﺎ ﺇﻝﻰ ﺤﺎﻝﺔ ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ ﺍﻝﺘﻲ ﺘﺴﺒﺒﻬﺎ ﺍﻝﻁﻠﺒـﺎﺕ ﺍﻝﻨﻔﺴـﻴﺔ ﻭ
ﺍﻻﻨﻔﻌﺎﻝﻴﺔ ﺍﻝﻤﻔﺭﻁﺔ ﻋﻠﻰ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﻴﺘﻭﻗﻑ ﻨﺸﺎﻁﻬﻡ ﻋﻠﻰ ﻤﺴﺎﻋﺩﺓ ﺍﻵﺨﺭﻴﻥ.
ﻭﻓﻴﻤﺎ ﻴﻠﻲ ﺴﻨﺘﻌﺭﺽ ﺇﻝﻰ ﺃﻫﻡ ﺍﻝﺘﻌﺭﻴﻔﺎﺕ ﺍﻝﺘﻲ ﺠﺎﺀﺕ ﺤﻭل ﻫﺫﺍ ﺍﻝﻤﻔﻬﻭﻡ ﻭ ﻫـﺫﺍ
ﺒﺩﺀﺍ ﺒﺘﻌﺭﻴﻑ ﻤﺎﺴﻼﺵ ﻨﻅﺭﺍ ﻷﺴﺒﻘﻴﺘﻪ ﻭ ﻜﺜﺭﺓ ﺘﺩﺍﻭﻝﻪ ﻓﻲ ﻫﺫﺍ ﺍﻝﻤﻴﺩﺍﻥ.
ﺘﻌﺭﻑ )ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ (1984 ،ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻋﻠﻰ ﺃﻨﻪ " :ﺘﻨـﺎﺫﺭ
ﻹﻨﻬﺎﻙ ﺍﻨﻔﻌﺎﻝﻲ ﻭ ﺘﺒﻠﺩ ﺍﻝﻤﺸﺎﻋﺭ ﻭ ﺍﻨﺨﻔﺎﺽ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ ﺍﻝﺫﻱ ﻗﺩ ﻴﺤـﺩﺙ ﻝـﺩﻯ
ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﻴﻌﻤﻠﻭﻥ ﻤﻊ ﺍﻝﻨﺎﺱ ﻓﻲ ﺒﻌﺽ ﺍﻝﻤﻬﻥ".
ﺇﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺤﺴﺏ ﻫﺫﺍ ﺍﻝﺘﻌﺭﻴﻑ ﻋﺒﺎﺭﺓ ﻋﻥ ﺘﻨﺎﺫﺭ ﻗﺩ ﻴﺼﻴﺏ ﺍﻷﻓـﺭﺍﺩ
ﺍﻝﺫﻴﻥ ﻴﻌﻤﻠﻭﻥ ﻓﻲ ﻤﻬﻥ ﺘﻘﺩﻴﻡ ﺍﻝﻤﺴﺎﻋﺩﺓ ﻭ ﻴﺘﻀﻤﻥ ﻫﺫﺍ ﺍﻝﺘﻨﺎﺫﺭ ﺜﻼﺜﺔ ﺃﺒﻌﺎﺩ ﻫﻲ:
-ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ Emotional exhausion
-ﺘﺒﻠﺩ ﺍﻝﻤﺸﺎﻋﺭ Depersonalization
-ﺍﻨﺨﻔﺎﺽ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ.Lack of personal accomplishment
ﺴﻨﺘﻁﺭﻕ ﺇﻝﻰ ﻫﺫﻩ ﺍﻷﺒﻌﺎﺩ ﺒﻨﻭﻉ ﻤﻥ ﺍﻝﺘﻔﺼﻴل ﻜﻭﻨﻬﺎ ﺘﻔﺴﺭ ﺃﻜﺜﺭ ﻅﺎﻫﺭﺓ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ
ﻤﻥ ﻗﺒل ﺍﻝﺒﺎﺤﺜﻴﻥ.
-2ﺃﺒﻌﺎﺩ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ:
-1-2ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ:
ﻴﻌﺘﺒﺭ )ﺸﻴﻭﺕ Schutteﻭ ﺁﺨﺭﻭﻥ (2000،ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ "ﻜﺴـﻤﺔ ﻤﻤﻴـﺯﺓ
ﻝﻠﺘﻨﺎﺫﺭ" ﻭ ﻴﻌﺘﺒﺭﻩ ﺸﻴﺭﻭﻡ " :(1989) Shiromﻜﻌﺭﺽ ﺠﻭﻫﺭﻱ ﻓﻲ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ"
) ﻋﻥ ﺒﻴﻭﻨﻙ Bunkﻭ ﺁﺨﺭﻭﻥ (1994،ﺃﻤﺎ ﻋﻨﺩ )ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ (1984 ،ﻓﺈﻨـﻪ
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ﻴﺸﻴﺭ ﺇﻝﻰ ":ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺎﺴﺘﻨﺯﺍﻑ ﺍﻨﻔﻌﺎﻝﻲ ﻤﻔﺭﻁ ﻨﺘﻴﺠﺔ ﺍﺤﺘﻜﺎﻜﻪ ﺒﺎﻝﻨﺎﺱ ﺍﻵﺨـﺭﻴﻥ" .ﻭ
ﻝﺩﻯ )ﺒﻴﺯﻱ (1999 ،ﺇﻝﻰ ":ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺘﺸﺒﻊ ﺍﻨﻔﻌﺎﻝﻲ ﻭ ﻋﺎﻁﻔﻲ ﻓﻲ ﻋﻤﻠﻪ ﻭ ﺍﺴﺘﻨﺯﺍﻑ
ﻤﻭﺍﺭﺩ ﻗﻭﺘﻪ ﻨﺘﻴﺠﺔ ﺍﻝﺘﺯﺍﻤﻪ ﺍﻝﺸﺩﻴﺩ ﻓﻲ ﻋﻼﻗﺘﻪ ﺒﺎﻵﺨﺭﻴﻥ" .ﻓﻲ ﻨﻔﺱ ﺍﻝﺴﻴﺎﻕ ﺫﻫﺏ )ﺘﺎﺭﻴﺱ
Tarisﻭ ﺁﺨﺭﻭﻥ (1999 ،ﺇﻝﻰ ﺃﻥ " :ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ ﻴﺸﻴﺭ ﺇﻝﻰ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺘـﻭﺘﺭ
ﺍﻨﻔﻌﺎﻝﻲ ﺯﺍﺌﺩ ﻭ ﺍﺴﺘﻨﺯﺍﻑ depletedﻤﻭﺍﺭﺩﻩ ﺍﻻﻨﻔﻌﺎﻝﻴﺔ".
ﻴﺘﻀﺢ ﻤﻤﺎ ﺴﺒﻕ ﺃﻥ ﺘﻌﺎﺭﻴﻑ ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ ﺘﻘﺭﻴﺒﺎ ﻤﺘﺸﺎﺒﻬﺔ ﺤﻴﺙ ﺘﺸﻴﺭ ﺇﻝﻰ
ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺎﺴﺘﻨﺯﺍﻑ ﻭ ﺘﺸﺒﻊ ﻤﻭﺍﺭﺩﻩ ﺍﻻﻨﻔﻌﺎﻝﻴﺔ ﻨﺘﻴﺠﺔ ﻝﻁﺒﻴﻌﺔ ﻋﻤﻠﻪ ﺍﻝﺘـﻲ ﺘﻔـﺭﺽ
ﻋﻠﻴﻪ ﺍﻝﺘﻌﺎﻤل ﻤﻊ ﺃﻓﺭﺍﺩ ﺁﺨﺭﻴﻥ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﺨﺩﻤﺎﺘﻪ.
ﻭ ﻗﺩ ﺫﻜﺭ ﻜﺎﻭﻝﻲ (1995) Cowleyﺃﻥ ﺍﻝﻔﺭﺩ ﻓﻲ ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠﺔ ﻴﺸﻌﺭ ﺒﺎﺴﺘﻨﻔﺎﺫ
ﻭﺍﺴﺘﻨﺯﺍﻑ ﻤﻭﺍﺭﺩﻩ ﺍﻻﻨﻔﻌﺎﻝﻴﺔ ﻭ ﻝﻴﺱ ﻝﺩﻴﻪ ﻤﺼﺩﺭ ﻝﻠﺘﺯﻭﻴﺩ ﺒﺎﻝﻁﺎﻗﺔ ،ﻓﻴﻀﻊ ﻤﺴﺎﻓﺔ ﺒﻴﻨﻪ ﻭ
ﺒﻴﻥ ﻤﻥ ﻫﻡ ﺒﺤﺎﺠﺔ ﺇﻝﻰ ﺨﺩﻤﺎﺘﻪ ﻭ ﺍﻝﻁﻠﺒﺎﺕ ﺍﻝﺘﻲ ﺘﻐﻤﺭﻩ )ﻋﻥ ﺴﺘﺎﻨﻭﻥ-ﺭﻴـﺵStanon-
Richﻭ ﺇﻴﺯﻭ-ﺃﻫﻭﻻ (1998 ، Iso-Aholaﻓﻼ ﻴﺠﺩ ﺍﻝﻔﺭﺩ ﻓﻲ ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠـﺔ ﻭﺴـﻴﻠﺔ
ﻝﻠﺘﺨﻔﻴﻑ ﻋﻥ ﻫﺫﺍ ﺍﻝﺸﻌﻭﺭ ﺇﻻ ﺒﻭﻀﻊ ﻤﺴﺎﻓﺔ ﺒﻴﻨﻪ ﻭ ﺒﻴﻥ ﻤﻥ ﻴﺘﻌﺎﻤل ﻤﻌﻬﻡ.
-2-2ﺘﺒﻠﺩ ﺍﻝﺸﻌﻭﺭ:
ﻴﺸﻴﺭ ﺘﺒﻠﺩ ﺍﻝﺸﻌﻭﺭ ﺤﺴﺏ )ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ (1984 ،ﺇﻝـﻰ ":ﺍﺴـﺘﺠﺎﺒﺔ
ﺍﻷﻓﺭﺍﺩ ﺍﻝﻌﺩﻴﻤﺔ ﺍﻝﺸﻌﻭﺭ ﻭ ﺍﻝﻘﺎﺴﻴﺔ ﺘﺠﺎﻩ ﺍﻷﺸﺨﺎﺹ ﺍﻝﺫﻴﻥ ﻴﺘﻠﻘـﻭﻥ ﻤـﻨﻬﻡ ﺍﻝﺨﺩﻤـﺔ ﻭ
ﺍﻝﺭﻋﺎﻴﺔ" .ﻜﻤﺎ ﺃﻨـﻪ ﻴﻌﻨـﻲ " :ﻤﻌﺎﻤﻠـﺔ ﺍﻷﻓـﺭﺍﺩ ﺍﻵﺨـﺭﻴﻥ ﻜﺄﺸـﻴﺎﺀ " )ﺠﺎﻜﺴـﻭﻥ ﻭ
ﺁﺨﺭﻭﻥ (1986،ﻭ ﻴﺘﻀﻤﻥ ﺘﺒﻠﺩ ﺍﻝﺸﻌﻭﺭ ﻝﺩﻯ ) ﺘﺎﺭﻴﺱ ﻭ ﺁﺨﺭﻭﻥ" (1999 ،ﺍﺘﺠﺎﻫﺎﺕ
ﺴﻠﺒﻴﺔ ﺤﻴﺎﺩﻴﺔ ﻤﻨﻔﺼﻠﺔ ﻤﻔﺭﻁﺔ ﺘﺠﺎﻩ ﺍﻵﺨﺭﻴﻥ".
ﻭ ﻴﺫﻜﺭ) ﺸﻴﻭﺕ ﻭ ﺁﺨﺭﻭﻥ ( 2000،ﺃﻥ ﺘﺒﻠﺩ ﺍﻝﺸﻌﻭﺭ ﻴﺸﻴﺭ ﺇﻝﻰ" :ﺍﺘﺠﺎﻫـﺎﺕ ﻭ
ﻤﺸﺎﻋﺭ ﺍﻝﻔﺭﺩ ﺍﻝﺴﻠﺒﻴﺔ ﻭ ﺍﻝﺴﺎﺨﺭﺓ ﻭ ﺍﻝﻤﺴﺘﻘﻠﺔ ﻭ ﺍﻝﻤﺒﻨﻴﺔ ﻝﻠﻤﺠﻬﻭل ﺘﺠﺎﻩ ﺍﻷﻓﺭﺍﺩ ﺍﻵﺨﺭﻴﻥ"
ﻭ ﻴﺘﻀﻤﻥ ﺃﻴﻀﺎ ) ﻋﻥ ﻤﻘﺎﺒﻠﻪ ( 1996 ،ﺍﻝﺸﻌﻭﺭ ﺍﻝﺴﻠﺒﻲ ﻭ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﻘﺴﻭﺓ ﻭ ﺍﻹﻫﻤـﺎل
ﻭ ﺘﻁﻭﺭ ﻤﺸﺎﻋﺭ ﺍﻝﺴﺨﺭﻴﺔ ﻭ ﻋﺩﻡ ﺍﻻﺤﺘﺭﺍﻡ .ﻭ ﻋﻠﻴﻪ ﻴﻁﻭﺭ ﻫـﺅﻻﺀ ﺍﻷﻓـﺭﺍﺩ ﺤﺴـﺏ
)ﺴﺘﺎﻨﻭﻥ-ﺭﻴﺵ ﻭ ﺇﻴﺯﻭ-ﺃﻫﻭﻻ (1998 ،ﺍﻋﺘﻘﺎﺩﺍﺕ ﻭﻀﻴﻌﺔ ﻭ ﺤﻘﻴﺭﺓ ﻋﻥ ﺍﻷﺸـﺨﺎﺹ
ﺍﻵﺨﺭﻴﻥ ﻭ ﻴﺘﻭﻗﻌﻭﻥ ﺍﻷﺴﻭﺃ ﻝﻬﻡ ﻭ ﺴﺭﻴﻌﺎ ﻤﺎ ﻴﻜﺭﻫﻭﻨﻬﻡ ﺘﻤﺎﻤﺎ .ﻓﻔﻲ ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠﺔ ﻴﻔﻘـﺩ
ﻫﺅﻻﺀ ﺍﻷﻓﺭﺍﺩ ﺍﻻﻫﺘﻤﺎﻡ ﺒﺎﻝﻐﻴﺭ ﻭﺍﻝﺘﻁﺎﺒﻕ ﻤﻌﻬﻡ ﻜﻔﺭﺩ ﻤﻨﻬﻡ.
ﻭ ﻤﻥ ﺍﻝﻤﺤﺘﻤل ﺃﻥ ﻴﻘﻠﺹ ﺘﺒﻠﺩ ﺍﻝﻤﺸﺎﻋﺭ ﺘﺠﺎﻩ ﺍﻝﺯﺒﺎﺌﻥ ﻤـﻥ ﺸـﺩﺓ ﺍﻻﺴـﺘﺜﺎﺭﺓ
ﺍﻻﻨﻔﻌﺎﻝﻴﺔ ،ﻓﺘﻌﺩﻴل ﻤﺴﺘﻭﻴﺎﺕ ﻤﺒﺎﻋﺩﺓ ﻤﻨﺎﺴﺒﺔ ﺘﻜﻭﻥ ﻀﺭﻭﺭﻴﺔ ﻝﻸﺩﺍﺀ ﺍﻝﻔﻌﺎل )ﺠﺎﻜﺴﻭﻥ ﻭ
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ﺁﺨﺭﻭﻥ (1986،ﻴﺭﻓﻊ ﻗﻠﻴﻼ ﻤﻥ ﻤﻌﻨﻭﻴﺎﺕ ﺍﻝﻤﻬﻨﻴﻴﻥ ﻷﻨﻪ ﻴﺴﻤﺢ ﻝﻬﻡ ﺒﺎﻝﺘﺭﺍﺠﻊ ﺘﺠﺎﻩ ﻤﺸﺎﻜل
) ﺒﻴﺯﻱ ،ﺘﺤﺕ ﺍﻝﻁﺒﻊ( ﻝﻜﻥ ﺇﺫﺍ ﺯﺍﺩ ﺍﻷﻤﺭ ﻋﻥ ﺤﺩﻩ ﻓﺈﻨﻪ ﻴﺅﺩﻱ ﻻ ﻤﺤﺎﻝﺔ ﺇﻝـﻰ ﺯﺒﺎﺌﻨﻬﻡ
ﻨﺘﺎﺌﺞ ﺴﻠﺒﻴﺔ.
ﻭﻴﻘﺼﺩ ﺒﺎﻝﻌﻼﻗﺔ ﺍﻝﺘﺒﺎﻋﺩﻴﺔ detachedﺘﻠﻙ ﺍﻻﺘﺠﺎﻫﺎﺕ ﻭ ﺍﻝﺴﻠﻭﻜﺎﺕ )ﺍﻻﺒﺘﻌﺎﺩﻴﺔ (
ﺍﻝﺘﻲ ﺘﻀﻊ ﺒﻴﻥ ﻤﻘﺩﻡ ﺍﻝﺨﺩﻤﺔ ﻭ ﺍﻝﺯﺒﻭﻥ ﻤﺴﺎﻓﺔ ) ﺒﻴﺯﻱ ،ﺘﺤﺕ ﺍﻝﻁﺒﻊ (
-3-2ﻨﻘﺹ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ:
ﻝﻘﻲ ﻫﺫﺍ ﺍﻝﺒﻌﺩ ﺍﻷﺨﻴﺭ ﻤﻥ ﺃﺒﻌﺎﺩ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺃﻫﻤﻴﺔ ﻗﻠﻴﻠﺔ ﻤﻥ ﻗﺒل ﺍﻝﺒـﺎﺤﺜﻴﻥ
ﻋﻠﻰ ﺨﻼﻑ ﺍﻝﺒﻌﺩﻴﻥ ﺍﻝﺴﺎﺒﻘﻴﻥ :ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ ﻭ ﺘﺒﻠﺩ ﺍﻝﻤﺸﺎﻋﺭ.
ﻴﻌﻨﻲ ﻨﻘﺹ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ ﻝﺩﻯ )ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ" (1984 ،ﺍﻨﺨﻔـﺎﺽ
ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﻜﻔﺎﺀﺘﻪ ﻭ ﺇﻨﺠﺎﺯﻩ ﺍﻝﻤﺜﻤﺭ ﻓﻲ ﻋﻤﻠﻪ ﻤﻊ ﺍﻝﻨﺎﺱ" ﻭ ﻴﻌﻨﻲ ﻝﺩﻯ ) ﺸـﻴﻭﺕ ﻭ
ﺁﺨﺭﻭﻥ" (2000 ،ﺍﻨﺨﻔﺎﺽ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﻜﻔﺎﺀﺘﻪ ﻭ ﻤﻴﻠﻪ ﺇﻝﻰ ﺍﻝﺘﻘﻴﻴﻡ ﺍﻝﺴـﻠﺒﻲ ﻝﺫﺍﺘـﻪ
ﺨﺎﺼﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺒﻌﻤﻠﻪ ﻤﻊ ﺍﻷﻓﺭﺍﺩ ﺍﻵﺨﺭﻴﻥ" .ﻭ ﻴﻌﻨﻲ ﻋﻨـﺩ ) ﺘـﺎﺭﻴﺱ ﻭ ﺁﺨـﺭﻭﻥ،
" : (1999ﺍﻨﺨﻔﺎﺽ ﻤﺸﺎﻋﺭ ﺍﻝﻜﻔﺎﺀﺓ ﻭ ﺍﻹﻨﺠﺎﺯ ﺍﻝﻤﺜﻤﺭ ﻓﻲ ﺍﻝﻌﻤل".
ﻴﺭﺠﻊ ﻨﻘﺹ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ ﻓﻲ ﺍﻝﻌﻤل ﻜﻤﺎ ﺘﺫﻜﺭ ) ﺒﻴﺯﻱ ،ﺘﺤـﺕ
ﺍﻝﻁﺒﻊ( ﺇﻝﻰ ﺍﻝﺘﻘﻴﻴﻡ ﺨﺎﺼﺔ ﻓﻴﻤﺎ ﻴﺘﻌﻠﻕ ﺍﻝﻌﻤل ﺘﺠﺎﻩ ﺍﻝﺯﺒﺎﺌﻥ ﻓﺎﻷﻓﺭﺍﺩ ﻓـﻲ ﻤﻬـﻥ ﺘﻘـﺩﻴﻡ
ﺍﻝﻤﺴﺎﻋﺩﺓ ﻝﺩﻴﻬﻡ ﺼﻭﺭﺓ ﺴﻠﺒﻴﺔ ﺤﻭل ﺫﻭﺍﺘﻬﻡ ﻜﻤﻬﻨﻴﻴﻥ .ﺘﻅﻬﺭ ﺍﻝﻁﺭﻴﻘﺔ ﺍﻝﺘﻲ ﻴﻨﺠﺯﻭﻥ ﺒﻬـﺎ
ﻋﻤﻠﻬﻡ ﻋﻠﻰ ﻨﻘﻴﺽ ﻤﺎ ﻴﺠﺏ ﺃﻥ ﺘﻜﻭﻥ ﻋﻠﻴﻪ ﻓﻲ ﺇﻁﺎﺭ ﻋﻼﻗﺔ ﺍﻝﻤﺴﺎﻋﺩﺓ .ﻝﺩﻴﻬﻡ ﺇﺤﺴـﺎﺱ
ﻋﺎﻡ ﺒﺘﻌﻜﻴﺭ ﺍﻝﺼﻔﻭ ﻭ ﺒﺄﻨﻬﻡ ﻝﻴﺴﻭﺍ ﻓﻲ ﻤﺴﺘﻭﻯ ﻤﺘﻁﻠﺒﺎﺕ ﻭ ﻜﻔﺎﺀﺍﺕ ﻤﺭﻜﺯﻫﻡ ﻭ ﻴﻅﻨـﻭﻥ
ﺃﻨﻬﻡ ﺃﺨﻁﺌﻭﺍ ﻓﻲ ﺘﻭﺠﻬﻬﻡ ﺍﻝﻤﻬﻨﻲ.
ﻓﻲ ﻫﺫﺍ ﺍﻝﺼﺩﺩ ﺒﻴﻥ ﺍﻝﺒﺎﺤﺜﻭﻥ ﻓﻲ ﺍﻝﻌﺠﺯ ﺍﻝﻤﻜﺘﺴﺏ ﺃﻥ ﺍﻝﺤﺎﻻﺕ ﺍﻝﺘﻲ ﺘﺘﻨـﺎﻗﺹ
ﻓﻴﻬﺎ ﺠﻬﻭﺩ ﺍﻝﻔﺭﺩ ﺒﺼﻔﺔ ﻤﺘﻜﺭﺭﺓ ﻋﻥ ﺘﺤﻘﻴﻕ ﻨﺘﺎﺌﺞ ﺇﻴﺠﺎﺒﻴﺔ ﺘﻁﻭﺭ ﻝﺩﻴﻪ ﺃﻋﺭﺍﺽ ﺍﻝﻀﻐﻁ ﻭ
ﺍﻻﻜﺘﺌﺎﺏ ﺨﺎﺼﺔ ﻋﻨﺩﻤﺎ ﻴﻌﺘﻘﺩ ﺃﻥ ﻋﻤﻠﻪ ﻻ ﻴﻀﻴﻑ ﻝﻪ ﺸﻴﺌﺎ .ﻓﻴﻔﻘﺩ ﺍﻝﻘﺩﺭﺓ ﻋﻠﻰ ﺍﻻﺤﺘﻤﺎل ﻭ
ﻴﺸﻌﺭ ﺒﺎﻹﺭﻫﺎﻕ ﺸﻴﺌﺎ ﻓﺸﻴﺌﺎ ) ﻋﻥ ﺠﺎﻜﺴﻭﻥ ﻭ ﺁﺨﺭﻭﻥ.(1986 ،
ﻫﻜﺫﺍ ﻓﺈﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻋﻨﺩ ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ ﻋﺒﺎﺭﺓ ﻋﻥ ﺘﻨﺎﺫﺭ ﻴﺘﻀﻤﻥ
ﺜﻼﺜﺔ ﺃﺒﻌﺎﺩ ﻤﺘﻤﺜﻠﺔ ﻓﻲ :ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ ﻭ ﺘﺒﻠـﺩ ﺍﻝﻤﺸـﺎﻋﺭ ﻭ ﺍﻨﺨﻔـﺎﺽ ﺍﻹﻨﺠـﺎﺯ
ﺍﻝﺸﺨﺼﻲ .ﻭ ﻤﺎ ﻨﻼﺤﻅﻪ ﻓﻲ ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﻼﺤﻘﺔ ﻝﺘﻌﺭﻴﻑ ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴـﻭﻥ ﻓـﺈﻥ
ﻏﺎﻝﺒﻴﺘﻬﺎ ﺤﺫﺕ ﺨﺫﻭﻩ ﻜﻭﻥ ﻫﺫﺍ ﺍﻝﺘﻌﺭﻴﻑ ﻓﻲ ﺤﺩ ﺫﺍﺘﻪ ﻴﻌﺘﺒﺭ ﻨﻤﻭﺫﺠﺎ ﻗﺎﺒل ﻝﻠﻘﻴﺎﺱ ﻭ ﺫﻝﻙ
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ﻤـﻥ ﺨـﻼل ﺃﺩﺍﺓ (MBI) Maslach Burnout Inventoryﻭ ﻫـﻲ ﻤـﻥ ﺘﺼـﻤﻴﻡ
ﺍﻝﺒﺎﺤﺜﺘﻴﻥ .ﻭ ﺘﻘﻴﺱ ﺍﻷﺒﻌﺎﺩ ﺍﻝﺜﻼﺜﺔ ﻝﻼﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ.
ﻭ ﻓﻴﻤﺎ ﻴﻠﻲ ﺴﻨﻌﺭﺽ ﺘﻌﺎﺭﻴﻑ ﺃﺨﺭﻯ ﻝﻼﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻝﺒﺎﺤﺜﻴﻥ ﺁﺨـﺭﻴﻥ ﻫـﻡ
ﺃﻴﻀﺎ ﺩﺭﺴﻭﺍ ﻫﺫﻩ ﺍﻝﻅﺎﻫﺭﺓ.
ﻴﻌﺭﻑ ﺩﻴﻠﻲ (1979) Delyﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻋﻠﻰ ﺃﻨـﻪ" :ﺍﺴـﺘﺠﺎﺒﺔ ﺍﻝﻔـﺭﺩ
ﻝﻠﻀﻐﻭﻁ ﺍﻝﻤﺘﺭﺍﻜﻤﺔ ﺍﻝﺘﻲ ﻝﺩﻴﻬﺎ ﺘﺄﺜﻴﺭ ﺴﻠﺒﻲ ﻋﻠﻴﻪ ﻭ ﺘﺘﻨﻭﻉ ﻫﺫﻩ ﺍﻻﺴـﺘﺠﺎﺒﺔ ﻤـﻥ ﺤﻴـﺙ
ﺘﻜﺭﺍﺭ ﻫﺫﻩ ﺍﻝﻀﻐﻭﻁﺎﺕ ﻭ ﺩﺭﺠﺔ ﺘﻌﺭﺽ ﺍﻝﻔﺭﺩ ﻝﻬﺎ" ) ﻋﻥ ﻨﺼﺭ ﻴﻭﺴـﻑ ﻭ ﻤﻘﺎﺒﻠـﻪ،
.( 1996
ﺇﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺤﺴﺏ ﻫﺫﺍ ﺍﻝﺘﻌﺭﻴﻑ ﻴﻨﺘﺞ ﻋﻥ ﺍﻝﻀﻐﻁ ﺍﻝﻤﺴﺘﺩﻴﻡ ﺍﻝﺫﻱ ﻝﺩﻴﻪ
ﻻ ﺃﻥ ﺒﺎﺤﺜﻴﻥ ﺁﺨﺭﻴﻥ ﻤﻨﻬﻡ ﺒﻴـﻨﺱ Pinesﻭ ﺃﺭﻭﺯﻭﻥ Aroson
ﺘﺄﺜﻴﺭ ﺴﻠﺒﻲ ﻋﻠﻰ ﺍﻝﻔﺭﺩ ﺇ ﹼ
ﻭ ﻜﺎﺭﻓﻲ (1981) Karfyﺃﻀﺎﻓﻭﺍ ﺇﻝﻰ ﻫﺫﺍ ﺍﻝﻀـﻐﻁ ﺍﻝﻤﺴـﺘﺩﻴﻡ ﺍﻻﻨـﺩﻤﺎﺝ ﺍﻝﺸـﺩﻴﺩ ﻭ
ﺍﻝﻤﺴﺘﺩﻴﻡ ﻝﻠﻔﺭﺩ ﻓﻲ ﻋﻼﻗﺘﻪ ﻤﻊ ﻤﻥ ﻴﻘﺩﻡ ﻝﻬﻡ ﺍﻝﺨﺩﻤﺔ ﻓﻴﻌﺭﻓﻭﻥ ﺒﺫﻝﻙ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻴﻌﻠﻰ
ﺃﻨﻪ )ﻋﻥ ﺭﺍﻜﻭﺒﺎﻭ Raquepawﻭ ﻤﻴﻠﺭ ": (1989 ، Millerﻨﺘﻴﺠﺔ ﺍﻝﺘﻭﺘﺭﺍﺕ ﺍﻝﻤﺴﺘﺩﻴﻤﺔ
ﻭ ﺍﻝﻤﺘﻜﺭﺭﺓ ﺍﻝﻤﺭﺘﺒﻁﺔ ﺒﺎﻨﺩﻤﺎﺝ ﺸﺩﻴﺩ ﻤﻊ ﺍﻝﻨﺎﺱ ﻝﻤﺩﺓ ﺯﻤﻨﻴﺔ ﺃﻁﻭل ﻤﻤﺎ ﻴﻨﺒﻐﻲ ".
ﻭ ﻴﻨﻅﺭ ﻋﺩﺩ ﻤﻥ ﺍﻝﺒﺎﺤﺜﻴﻥ ﻝﻼﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻭ ﻤﻥ ﺒﻴﻨﻬﻡ ﻗﻭﻝﺩ ،(1984) Gold
ﻤﺎﺸﺭ ،(1983) Macherﻜﻴﺭﻴﺎﻜﻭ ،(1987) kyriacoﺩﺍﻭﺍﻨـﻲ ،(1987) Dawani
ﻨﻭﺭﺍﺘﻴل ،(1989) Nauratilﻓﺎﺭﻭﺠﻴـﺎ ،(1987)Farrugiaﻓـﺎﺒﺭ ،(1984) Faber
ﺒﻴﻙ (1983) Beckﻋﻠﻰ ﺃﻨﻪ ":ﺍﺴﺘﻨﻔﺎﺩ ﺘﺩﺭﻴﺠﻲ ﻝﻠﺭﻀﺎ ﺍﻝﻭﻅﻴﻔﻲ ﻭ ﻝﻠﺤﻤﺎﺱ ﻝﺘﺤﻘﻴـﻕ
ﺍﻝﻬﺩﻑ ﻭ ﻴﺯﻴﺩ ﺍﻝﺸﻌﻭﺭ ﺒﺎﻝﻘﻠﻕ ﻨﺘﻴﺠﺔ ﻝﻠﻅﺭﻭﻑ ﺍﻝﻤﺎﺩﻴﺔ ﻭ ﺍﻝﻨﻔﺴﻴﺔ ﻭ ﺍﻻﺠﺘﻤﺎﻋﻴـﺔ ﺍﻝﺘـﻲ
ﺘﻭﺍﺠﻪ ﺍﻝﺸﺨﺹ ﺍﻝﻤﻬﻨﻲ" .ﻭ ﺒﺼﻭﺭﺓ ﻋﺎﻤﺔ ﻓﻬﻭ ﻋﺒﺎﺭﺓ ﻋﻥ ":ﺸﻌﻭﺭ ﻋﺎﻡ ﻝﺩﻯ ﺍﻝﻔﺭﺩ ﺒﻌﺩﻡ
ﺃﻫﻤﻴﺔ ﺍﻝﻨﺘﺎﺌﺞ – ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺄﻨﻪ ﻻ ﻴﻠﻘﻰ ﻤﻥ ﺍﻝﺘﻘﺩﻴﺭ ﺍﻝﻤﺎﺩﻱ ﻭ ﺍﻝﻤﻌﻨﻭﻱ ﺒﻤﺎ ﻴﺘﻨﺎﺴﺏ ﻤﻊ
ﺍﻝﺠﻬﺩ ﺍﻝﻤﺒﺫﻭل" ) ﻋﻥ ﻤﻘﺎﺒﻠﻪ ﻭ ﺍﻝﺭﺸﺩﺍﻥ .(1997 ،ﻓﻬﻡ ﻴﺭﺒﻁﻭﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺒﻌﺩﻡ
ﺍﻝﺭﻀﺎ ﻭ ﺍﻻﺘﺠﺎﻫﺎﺕ ﺍﻝﺴﻠﺒﻴﺔ ﺍﺘﺠﺎﻩ ﺍﻝﻌﻤل ﻭ ﺒﺎﻝﺘﺎﻝﻲ ﺒﻨﻘﺹ ﺍﻹﻨﺠﺎﺯ.
ﺃﻤﺎ ﺒﻴﺭﻜﻠﻲ Berkleyو ﺯﻤﻼﺌـﻪ )ﻋـﻥ ﺴـﻜﺎﺭﻓﻭﻥ (1985 ،ﻴـﺭﻭﻥ ﺃﻥ
ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻫﻭ "ﺤﺎﻝﺔ ﻤﻥ ﺍﻻﻏﺘﺭﺍﺏ ﺘﺠﺎﻩ ﺍﻝﻤﻔﺤﻭﺹ ،ﻭ ﺍﻝـﺯﻤﻼﺀ ،ﻭ ﺍﻝﻌﻤـل ﻭ
ﺍﻝﻤﺴﺘﺨﺩﻡ".
ﻭ ﻤﻥ ﺠﻬﺘﻬﺎ ﺘﻔﺘﺭﺽ ﻤﺎﺴﻼﺵ ) (1982ﺃﻥ ﻫﻨﺎﻙ ﺨﻁـﻭﻁ ﻤﺸـﺘﺭﻜﺔ ﻝﻬـﺫﻩ
ﺍﻝﺘﻌﺎﺭﻴﻑ ،ﻤﻊ ﺍﺘﻔﺎﻕ ﻋﺎﻡ ﺃﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺘﺠﺭﺒﺔ ﻨﻔﺴﻴﺔ ﺩﺍﺨﻠﻴﺔ ﺴـﻠﺒﻴﺔ ﺘﺘﻀـﻤﻥ
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ﺍﻝﺸﻌﻭﺭ ،ﺍﻻﺘﺠﺎﻫﺎﺕ ،ﺍﻝﺩﻭﺍﻓﻊ ﻭ ﺍﻝﺘﻭﻗﻌﺎﺕ .ﻭ ﻴﺘﻔﻕ ﺃﻏﻠﺏ ﺍﻝﺒﺎﺤﺜﻭﻥ ﻋﻠﻰ ﺃﻥ ﺍﻻﺤﺘـﺭﺍﻕ
ﺍﻝﻨﻔﺴﻲ ﻴﺸﺘﻤل ﻋﻠﻰ ﺍﻹﺭﻫﺎﻕ ﺍﻝﻨﻔﺴﻲ ﻭ /ﺃﻭ ﺍﻝﻔﻴﺯﻴﻭﻝﻭﺠﻲ ،ﺍﻝﺘﻐﻴﺭ ﺍﻝﺴﻠﺒﻲ ﻓﻲ ﺍﺴـﺘﺠﺎﺒﺔ
ﺍﻝﻔﺭﺩ ﻝﻶﺨﺭﻴﻥ ﻭ ﺍﻻﺴﺘﺠﺎﺒﺔ ﺍﻝﺴﻠﺒﻴﺔ ﺘﺠﺎﻩ ﺫﺍﺘﻪ ﻭ ﺘﺠﺎﻩ ﺇﻨﺠﺎﺯﻩ ﺍﻝﺸﺨﺼﻲ )ﻋـﻥ ﺃﻜﺭﻝـﻲ
Ackerleyﻭ ﺁﺨﺭﻭﻥ.(1988 ،
ﻴﺘﺒﻴﻥ ﻤﻥ ﺨﻼل ﺍﻝﺘﻌﺎﺭﻴﻑ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﺃﻥ ﺍﻝﺒﺎﺤﺜﻴﻥ ﺍﺨﺘﻠﻔﻭﺍ ﻓﻲ ﺘﺤﺩﻴﺩ ﻤﻔﻬﻭﻡ
ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻓﻤﻨﻬﻡ ﻤﻥ ﻋﺭﻓﻪ ﻜﻤﺎ ﺫﻜﺭ ﻤﻥ ﺤﻴﺙ ﺍﻝﻤﻀﻤﻭﻥ ﺃﻭ ﺍﻝﻤﺠﺎل ﺍﻝﺫﻱ ﻅﻬﺭ
ﻓﻴﻪ ﻭ ﻤﻨﻬﻡ ﻤﻥ ﻋﺭﻓﻪ ﻤﻥ ﺤﻴﺙ ﺃﻋﺭﺍﻀﻪ ﻭ ﻫﺫﺍ ﻤﻬﻤﺎ ﻜﺎﻨﺕ ﺍﻝﻤﻬﻨﺔ ﺍﻝﺘﻲ ﻴﻤﺘﻬﻨﻬﺎ ﺍﻝﻔﺭﺩ ﻭ
ﻤﻨﻬﻡ ﻤﻥ ﻋﺭﻓﻪ ﻤﻥ ﺤﻴﺙ ﻗﺎﺒﻠﻴﺔ ﺍﻝﻔﺭﺩ ﻝﻠﺘﻌﺎﻤل ﻤﻊ ﻫﺫﻩ ﺍﻝﻅﺎﻫﺭﺓ ﻭ ﻤﻥ ﻋﺭﻓﻪ ﻤﻥ ﺤﻴـﺙ
ﻭﺼﻑ ﺍﻝﻤﺼﻁﻠﺢ ﺫﺍﺘﻪ ﻜﺤﺎﻝﺔ ﺘﻨﺎﺫﺭ ﺃﻭ ﺴﻴﺭﻭﺭﺓ.
ﻭ ﻤﺎ ﻴﺠﺩﺭ ﺍﻹﺸﺎﺭﺓ ﺇﻝﻴﻪ ﻫﻭ ﺃﻥ ﻋﻠﻰ ﺍﻝﺭﻏﻡ ﻤﻥ ﺍﺨﺘﻼﻑ ﻫﺫﻩ ﺍﻝﺘﻌـﺎﺭﻴﻑ ﻓـﻲ
ﻏﺎﻝﺒﻴﺘﻬﺎ ﺇﻻ ﺃﻨﻬﺎ ﺘﺸﺘﺭﻙ ﺠﻤﻴﻌﻬﺎ ﻓﻲ ﻜﻭﻨﻬﺎ ﻏﻴﺭ ﻤﺒﻨﻴﺔ ﻋﻠﻰ ﻨﻤﻭﺫﺝ ﻨﻅﺭﻱ.
-3ﻤﺭﺍﺤل ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ:
ﺇﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻫﻭ ﻋﺒﺎﺭﺓ ﻋﻥ ﺴﻴﺭﻭﺭﺓ ﺘﺘﻁﻭﺭ ﺘـﺩﺭﻴﺠﻴﺎ ﻋﺒـﺭ ﺍﻝـﺯﻤﻥ
)ﺸﻭﻓﻠﻲ Schaufeliﻭ ﺒﻴﺘﺭﺯ (2000 ،Peetersﻜﻤﺎ ﻴﺸﻴﺭ ﻭﻭﻝﺒﻲ Wolpinﻭ ﺯﻤﻼﺌـﻪ
) (1990ﺇﻝﻰ ﺃﻥ ﻤﻔﻬﻭﻡ ﺍﻝﻤﺭﺍﺤل ﺍﻝﺘﻁﻭﺭﻴﺔ ﻗﺩ ﺃﻴﺩﺕ ﻤﻥ ﻁﺭﻑ ﺍﻝﻌﺩﻴﺩ ﻤﻥ ﺍﻝﺒـﺎﺤﺜﻴﻥ ﻭ
ﻋﻠﻴﻪ ﻓﺈﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻴﻤﺭ ﺒﻤﺭﺍﺤل ﺴﻨﺘﻌﺭﻑ ﻋﻠﻴﻬﺎ ﻭ ﺫﻝﻙ ﻤﻥ ﺨﻼل ﻤﺎ ﺘﻭﺼـل
ﺇﻝﻴﻪ ﺍﻝﺒﺎﺤﺜﻴﻥ.
-1-3ﻤﺭﺍﺤل ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻋﻨﺩ ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ:
ﻴﺘﻜﻭﻥ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﺤﺴﺏ ﻤﺎﺴﻼﺵ ﻭ ﺠﺎﻜﺴﻭﻥ ﻤﻥ ﺜﻼﺜـﺔ ﺃﺒﻌـﺎﺩ ﻴﻤـﺭ
ﺘﻁﻭﺭﻫﺎ ﺒﺜﻼﺙ ﻤﺭﺍﺤل ﺘﺘﺒﻊ ﺘﺭﺘﻴﺒﺎ ﺯﻤﻨﻴﺎ ﻤﻌﻴﻨﺎ ﻭ ﻫﻲ:
-ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ
-ﺘﺒﻠﺩ ﺍﻝﻤﺸﺎﻋﺭ
-ﺍﻨﺨﻔﺎﺽ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ.
ﻓﻌﻨﺩﻤﺎ ﺘﺼﺒﺢ ﻁﻠﺒﺎﺕ ﺍﻝﻔﺭﺩ ﻏﻴﺭ ﻤﺤﺘﻤﻠﺔ ،ﻴﺸﻌﺭ ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﺒﺈﻨﻬـﺎﻙ ﺍﻨﻔﻌـﺎﻝﻲ
ﺍﻝﺫﻱ ﻴﺄﺘﻲ ﻓﻲ ﺍﻝﻤﺭﺤﻠﺔ ﺍﻷﻭﻝﻰ ،ﺜﻡ ﺘﺘﺒﻠﺩ ﻤﺸﺎﻋﺭﻩ ﻓﻲ ﺍﻝﻤﺭﺤﻠﺔ ﺍﻝﺜﺎﻨﻴﺔ ﻭ ﻫﺫﺍ ﻤـﻥ ﺃﺠـل
ﺤﻤﺎﻴﺔ ﻨﻔﺴﻪ ﻤﻥ ﻫﺫﻩ ﺍﻝﻁﻠﺒﺎﺕ ﺍﻝﺘﻲ ﺘﺼﺒﺢ ﻏﻴﺭ ﻤﺤﺘﻤﻠﺔ ،ﺜ ﻡ ﻴﻨﺠﻡ ﻋﻥ ﺫﻝﻙ ﻓﻘﺩﺍﻥ ﺍﻹﻨﺠﺎﺯ
ﺍﻝﺸﺨﺼﻲ ﻓﻲ ﺍﻝﻤﺭﺤﻠﺔ ﺍﻝﺜﺎﻝﺜﺔ ﻭ ﺍﻷﺨﻴـﺭﺓ )ﻋـﻥ ﺒﺭﻭﻨﻭﺴـﺕ Pronostﻭ ﺘـﺎﺏ،Tap
.(1997
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-ﺍﻝﻌﺩﻭﺍﻨﻴﺔ -ﺍﻹﺤﺒﺎﻁ
-ﺍﻝﻨﻜﻭﺹ -ﺍﻝﻐﻀﺏ
-ﺍﻻﻜﺘﺌﺎﺏ
ﻴﺭﺘﺒﻁ ﺍﻻﻜﺘﺌﺎﺏ ﺒﺎﻝﻌﺠﺯ ﺘﺠﺎﻩ ﺍﻝﻭﺍﻗﻊ ﻭ ﺍﻝﺸﻌﻭﺭ ﺒﻌﺩﻡ ﺍﻝﻤﻨﻔﻌﺔ ﺍﻻﺠﺘﻤﺎﻋﻴﺔ ﻭ ﺒﻌﺩﻡ
ﺍﻝﻜﻔﺎﺀﺓ .ﺘﺘﺒﻊ ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠﺔ ﺒﺎﻝﻐﻀﺏ ﻓﻴﺸﻌﺭ ﺍﻝﻔﺭﺩ ﺒﺎﻝﺫﻨﺏ )ﺍﻝﻐﻀـﺏ ﻋـﻥ ﺍﻝـﺫﺍﺕ( ﺃﻭ
ﺒﺴﻠﻭﻜﺎﺕ ﻋﺩﻭﺍﻨﻴﺔ ﺘﺠﺎﻩ ﺍﻵﺨﺭﻴﻥ ﻭ ﺍﻝﺘﻲ ﺘﻅﻬﺭ ﻋﻠﻰ ﺸﻜل ﺍﻨﺘﻘﺎﺩﺍﺕ ﻤﻌﻠﻨﺔ ﻭ ﻻﺩﻏـﺔ ﺃﻭ
ﺒﻌﺩﺍﺌﻴﺔ ﻏﻴﺭ ﻤﻌﺒﺭ ﻋﻨﻬﺎ.
ﺜ ﻡ ﺘﺄﺘﻲ ﻤﺭﺤﻠﺔ ﺍﻝﻨﻜﻭﺹ ﺍﻝﺘﻲ ﺘﺘﺭﺠﻡ ﺒـﺎﻝﻌﻭﺩﺓ ﺇﻝـﻰ ﺭﺩﻭﺩ ﺃﻓﻌـﺎل ﺼـﺒﻴﺎﻨﻴﺔ
ﻜﺎﻝﺸﻜﻭﻯ ﺍﻝﻤﺯﻤﻨﺔ ،ﺍﻝﺜﺭﺜﺭﺓ ﻭ ﺍﻝﺤﺎﺠﺔ ﺍﻝﺩﺍﺌﻤﺔ ﻻﻋﺘﺭﺍﻑ ﺍﻵﺨﺭﻴﻥ ﺒﻪ ،ﺒﻌـﺩﻫﺎ ﻴﺴﺘﺴـﻠﻡ
ﺍﻝﻔﺭﺩ ،ﻓﻴﺘﺭﻙ ﺤل ﺍﻝﻤﺸﺎﻜل ﻭ ﻴﺭﻜﺯ ﺍﻫﺘﻤﺎﻤﻪ ﻋﻠﻰ ﺭﺩﻭﺩ ﺃﻓﻌﺎﻝﻪ ﺍﻝﺨﺎﺼﺔ ﻭ ﻴﺘﻬﺭﺏ ﻤـﻥ
ﺍﻷﻤﺎﻜﻥ ﺃﻭ ﺍﻷﺸﺨﺎﺹ ﺍﻝﺫﻴﻥ ﻴﺴﺒﺒﻭﻥ ﻝﻪ ﻀﻐﻁﺎ .ﻓﻴﺴﺘﻘﺭ ﺍﻻﻜﺘﺌﺎﺏ ﻝﺩﻴﻪ ﻭ ﺍﻝـﺫﻱ ﻴﺤـﺩﺩ
ﺒﻌﺩﻡ ﺍﻝﺭﻀﺎ ﺍﻝﺸﺩﻴﺩ ﻭ ﺍﻝﻌﺎﻡ ﻭ ﺒﺄﺨﺫ ﻤﺴﺎﻓﺔ ) ﺒﻌﺩ ( ﺘﺠﺎﻩ ﺍﻵﺨﺭﻴﻥ ﻭ ﺍﺘﺠﺎﻩ ﺍﻝﻤﺅﺴﺴﺔ
) ﺍﻝﺘﻐﻴﺏ ،ﺍﻝﻬﺭﻭﺏ (...ﻤﻤﺎ ﻴﺯﻴﺩ ﻤﻥ ﺸﻌﻭﺭﻩ ﺒﺎﻹﺤﺒﺎﻁ ﺃﻜﺜﺭ.
-4-3ﻤﺭﺍﺤل ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻋﻨﺩ ﺸﻭﻓﻭﻝﻲ ﻭ ﺒﻴﺘﺭﺯ:
ﻤﻴﺯ ﻤﺅﺨﺭﺍ ﻜل ﻤﻥ ﺸﻭﻓﻭﻝﻲ ﻭ ﺒﻴﺘﺭﺯ ) ﺸﻭﻓﻭﻝﻲ ﻭ ﺒﻴﺘﺭﺯ (2000 ،ﺍﻝﻤﺭﺤﻠـﺔ
ﺍﻷﻭﻝﻰ ﻤﻥ ﺍﺨﺘﻼل ﺍﻝﺘﻭﺍﺯﻥ ﺒﻴﻥ ﻤﻭﺍﺭﺩ ﺍﻝﻔﺭﺩ ﻭ ﺍﻝﻁﻠﺒﺎﺕ ) ﺍﻝﻀﻐﻁ( ،ﺒﻌﺩﻫﺎ ﺘﺘﻁﻭﺭ ﻝﺩﻯ
ﻫﺫﺍ ﺍﻷﺨﻴﺭ ﻤﺠﻤﻭﻋﺔ ﻤﻥ ﺍﻻﺘﺠﺎﻫﺎﺕ ﻭ ﺍﻝﺴﻠﻭﻜﺎﺕ ﺍﻝﺴﻠﺒﻴﺔ ،ﻜﺎﻝﻤﻴل ﺇﻝﻰ ﻤﻌﺎﻤﻠـﺔ ﻤﺘﻠﻘـﻲ
ﺍﻝﺨﺩﻤﺔ ﺒﻁﺭﻴﻘﺔ ﻤﻴﻜﺎﻨﻴﻜﻴﺔ ﺃﻭ ﺒﺎﻫﺘﻤﺎﻡ ﺇﺴﺘﻬﻜﺎﻤﻲ ﻓﻲ ﺇﺭﻀﺎﺀ ﺤﺎﺠﺔ ﺍﻵﺨﺭﻴﻥ .ﻭ ﺘﻌﺘﺒـﺭ
ﻫﺫﻩ ﺍﻝﺴﻠﻭﻜﺎﺕ ﻭ ﺍﻻﺘﺠﺎﻫﺎﺕ ﻜﻤﻴﻜﺎﻨﻴﺯﻤﺎﺕ ﻤﻘﺎﻭﻤﺔ ﺩﻓﺎﻋﻴﺔ ﺘﻌﻤل ﻋﻠﻰ ﺘﻘﻠﻴﺹ ﺍﻹﻨﻬـﺎﻙ
ﺍﻻﻨﻔﻌﺎﻝﻲ ،ﻓﻔﻲ ﻫﺫﻩ ﺍﻝﻤﺭﺤﻠﺔ ﻴﻀﻊ ﺍﻝﻔﺭﺩ ﻤﺴﺎﻓﺔ ﺒﻴﻨﻪ ﻭ ﺒﻴﻥ ﺍﻵﺨﺭﻴﻥ ﻤﻥ ﺃﺠـل ﺤﻤﺎﻴـﺔ
ﻨﻔﺴﻪ ﻀﺩ ﺍﻝﻤﺤﻴﻁ ﺍﻻﺠﺘﻤﺎﻋﻲ ﺍﻝﻀﺎﻏﻁ .ﻭ ﻫﻲ ﺇﺴﺘﺭﺍﺘﺠﻴﺔ ﻤﻘﺎﻭﻤﺔ ﻏﻴﺭ ﻓﻌﺎﻝﺔ ،ﺇﺫ ﺃﻨﻬـﺎ
ﺘﺯﻴﺩ ﻤﻥ ﺍﻝﻀﻐﻁ ﺒﺩﻻ ﻤﻥ ﺘﺨﻔﻴﻀﻪ ،ﻭ ﺘﺯﻴﺩ ﻤﻥ ﺨﻁﻭﺭﺓ ﺍﻝﻤﺸﺎﻜل ﺍﻝﺒﻴﻨﺸﺨﺼﻴﺔ ﻭ ﻜﻨﺘﻴﺠﺔ
ﻝﺫﻝﻙ ﺘﻘل ﻓﻌﺎﻝﻴﺔ ﺍﻝﻔﺭﺩ ﻓﻲ ﺘﺤﻘﻴﻕ ﺃﻫﺩﺍﻓﻪ ﻭ ﺒﺎﻝﺘﺎﻝﻲ ﻴﻨﻘﺹ ﺇﻨﺠﺎﺯﻩ ﺍﻝﺸﺨﺼﻲ.
-5-3ﻤﺭﺍﺤل ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻝﺩﻯ ﺒﻴﻭﺭﻙ ، Burkeﻭ ﺸﻴﺭﺭ Schearerﻭ ﺩﻴﻴﺯﻜﺎ
:(1984)Diezca
ﻭ ﺒﺎﻝﻨﺴﺒﺔ ﻝﺒﻴﻭﺭﻨﻙ ﻭ ﺸﻴﺭﺭ ﻭ ﺩﻴﻴﺯﻜﺎ ) (1984ﻓﻘﺩ ﺤﺩﺩﻭﺍ ﺜﻤﺎﻥ ﻤﺭﺍﺤـل ﻝﻼﺤﺘـﺭﺍﻕ
ﺍﻝﻨﻔﺴﻲ ﻋﻨﺩ ﺭﺠﺎل ﺍﻝﺸﺭﻁﺔ ﻭ ﻫﻲ ﻜﻤﺎ ﻴﻠﻲ:
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ﺤﺩﺩﺕ ﻨﻘﻁﺔ ﺍﻻﻨﻁﻼﻕ ﺒﺩﺍﻓﻌﻴﺔ ﺸﺩﻴﺩﺓ ﻭ ﻤﻌﻨﻰ ﻋﺎل ﺒﺎﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ ،ﺘﺘﺒﻌﻬﺎ
ﻤﺸﺎﻋﺭ ﺍﻝﻌﺠﺯ ﻭ ﺍﻝﺨﺠل ﻭ ﺍﻝﺫﻨﺏ ﺍﻝﺘﻲ ﺘﺤﺎﻁ ﺒﺎﻝﺸﻌﻭﺭ ﺒﺎﻝﻔﺸل ﻤﻤﺎ ﻴﺅﺩﻱ ﺇﻝـﻰ ﻅﻬـﻭﺭ
ﺍﺘﺠﺎﻫﺎﺕ ﺍﻝﺴﺨﺭﻴﺔ ﻭ ﺍﻻﺤﺘﻘﺎﺭ ﺘﺠﺎﻩ ﺍﻷﻓﺭﺍﺩ ﺍﻝﺫﻴﻥ ﻴﺘﻠﻘﻭﻥ ﻤﻨﻬﻡ ﺍﻝﻤﺴﺎﻋﺩﺓ ،ﺘﺘﺒﻌﻬﺎ ﺒﺩﻭﺭﻫﺎ
ﺤﺎﻝﺔ ﺍﻝﻴﺄﺱ ﺍﻝﺘﻲ ﺘﺅﺩﻱ ﺇﻝﻰ ﺘﺒﻠﺩ ﺍﻝﺸﻌﻭﺭ ﺜﻡ ﺇﻝﻰ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ )ﻋﻥ ﺒﺭﻭﻨﻭﺴـﺕ ﻭ
ﺘﺎﺏ .(1997 ،
ﻤﻥ ﺨﻼل ﻤﺨﺘﻠﻑ ﺍﻝﻨﻤﺎﺫﺝ ﺍﻝﻭﺼﻔﻴﺔ ﺍﻝﺴﺎﺒﻕ ﺫﻜﺭﻫﺎ ﻨﻼﺤﻅ ﺃﻥ ﻫﻨﺎﻙ ﻨﻘﺎﻁ ﺍﻝﺘﻘﺎﺀ
ﺒﻴﻨﻬﺎ ﺃﻫﻤﻬﺎ ﺘﺘﻤﺜل ﻓﻲ ﻜﻭﻨﻬﺎ ﻋﺒﺎﺭﺓ ﻋﻥ ﺴﻴﺭﻭﺭﺓ ﺘﺘﻁﻭﺭ ﻋﺒﺭ ﺍﻝـﺯﻤﻥ ﻭ ﺘﻨﻘﺴـﻡ ﺇﻝـﻰ
ﻤﺭﺍﺤل ﻤﻌﻴﻨﺔ ﻜل ﻤﺭﺤﻠﺔ ﺘﺅﺩﻱ ﺇﻝﻰ ﺃﺨﺭﻯ ﺇﻝﻰ ﺃﻥ ﻴﺤﺩﺙ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ.
ﺇﻻ ﺃﻥ ﻫﺫﻩ ﺍﻝﻨﻤﺎﺫﺝ ﺘﺨﺘﻠﻑ ﻓﻲ ﻤﻭﻗﻊ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ ﻭ ﺍﻝﺴﻨﺩ ﺍﻻﺠﺘﻤـﺎﻋﻲ
ﻓﻲ ﻫﺫﻩ ﺍﻝﺴﻴﺭﻭﺭﺍﺕ ﺃﻭ ﺍﻝﻤﺭﺍﺤل .ﻓﺄﺤﻴﺎﻨﺎ ﻴﻅﻬﺭ ﺍﻹﻨﺠﺎﺯ ﺍﻝﺸﺨﺼﻲ ﻓﻲ ﺒﺩﺍﻴـﺔ ﻤﺭﺍﺤـل
ﺘﻁﻭﺭ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻭ ﺍﻝﺫﻱ ﻴﺠﻌل ﺍﻝﻔﺭﺩ ﻴﺘﻭﺭﻁ ﺃﻜﺜﺭ ﻓﻲ ﻋﻤﻠﻪ .ﻭ ﺃﺤﻴﺎﻨـﺎ ﺃﺨـﺭﻯ
ﻴﻅﻬﺭ ﻜﻭﺴﻴﻠﺔ ﻀﺭﻭﺭﻴﺔ ﻝﻠﺨﺭﻭﺝ ﻤﻥ ﺤﺎﻝﺔ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ .ﻜﺫﻝﻙ ﺍﻷﻤﺭ ﺒﺎﻝﻨﺴﺒﺔ ﻝﻠﺴﻨﺩ
ﺍﻻﺠﺘﻤﺎﻋﻲ ،ﺇﺫ ﻴﻅﻬﺭ ﻓﻲ ﺍﻝﺒﺩﺍﻴﺔ ﻤﻥ ﺨﻼل ﻋﻼﻗﺎﺕ ﺍﻝﻤﺴﺎﻋﺩﺓ ﺍﻝﻜﺜﻴﺭﺓ ﺍﻝﺘﻲ ﻴﻘﻴﻤﻬﺎ ﺍﻝﻔﺭﺩ
ﺘﺠﺎﻩ ﺍﻵﺨﺭﻴﻥ ﻤﻤﺎ ﻴﺜﻴﺭ ﻝﺩﻴﻪ ﺍﻹﻨﻬﺎﻙ ﺍﻻﻨﻔﻌﺎﻝﻲ ،ﺜـ ﻡ ﻴﻅﻬـﺭ ﻓﻴﻤـﺎ ﺒﻌـﺩ )ﺃﻱ ﺍﻝﺴـﻨﺩ
ﺍﻻﺠﺘﻤﺎﻋﻲ( ﻜﻭﺴﻴﻠﺔ ﻀﺭﻭﺭﻴﺔ ﻝﻤﺤﺎﺭﺒﺔ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ.
ﻭ ﺍﻝﺠﺫﻴﺭ ﺒﺎﻝﺫﻜﺭ ﻜﻤﺎ ﻴﺫﻜﺭ ﺍﻓﺭﻝﻲ ) (1985) Everlyﻋﻥ ﻋﺴﻜﺭ (2000 ،ﺃﻨﻪ
ﻝﻴﺱ ﺒﺎﻝﻀﺭﻭﺭﺓ ﻭﺠﻭﺩ ﺠﻤﻴﻊ ﺍﻷﻋﺭﺍﺽ ﻝﻠﺤﻜﻡ ﺒﻭﺠﻭﺩ ﺤﺎﻝﺔ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻓﻲ ﻜـل
ﻫﺫﻩ ﺍﻝﻤﺭﺍﺤل ،ﺒل ﻭﺠﻭﺩ ﺃﻭ ﻅﻬﻭﺭ ﻋﻨﺼﺭﻴﻥ ﺃﻭ ﻋﺭﻀﻴﻥ ﻓﻲ ﻜل ﻤﺭﺤﻠﺔ ﻴﻤﻜﻥ ﺃﺨـﺫﻫﺎ
ﻜﻤﺅﺸﺭ ﻋﻠﻰ ﺃﻥ ﺍﻝﻔﺭﺩ ﻴﻤﺭ ﺒﺎﻝﻤﺭﺤﻠﺔ ﺍﻝﻤﻌﻨﻴﺔ ﻤﻥ ﻤﺭﺍﺤل ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ.
ﺒﻨﺎﺀﺍ ﻋﻠﻰ ﻤﺎ ﺘﻘﺩﻡ ﻓﺈﻥ ﺍﻝﺒﺤﺙ ﻓﻲ ﻅﺎﻫﺭﺓ ﺍﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻻ ﺘﺨﺘﻠـﻑ ﻋـﻥ
ﺍﻝﺒﺤﺙ ﻓﻲ ﻅﺎﻫﺭﺓ ﺍﻝﻀﻐﻁ ﺍﻝﻤﻬﻨﻲ ﻭ ﺫﻝﻙ ﻤﻥ ﻤﻨﻁﻠﻕ ﺘﺸﺎﺒﻪ ﺍﻝﻅﺭﻭﻑ ﻭ ﺍﻝﺨﻠﻔﻴﺔ ﺍﻝﺘـﻲ
ﻴﻨﻤﻭ ﻓﻴﻬﺎ ﻜل ﻤﻨﻬﻤﺎ ،ﻋﻠﻤﺎ ﺒﺄﻥ ﺸﻌﻭﺭ ﺍﻝﻔﺭﺩ ﺒﺎﻝﻀﻐﻁ ﺍﻝﻤﻬﻨـﻲ ﻻ ﻴﻌﻨـﻲ ﺒﺎﻝﻀـﺭﻭﺭﺓ
ﺇﺼﺎﺒﺘﻪ ﺒﺎﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻭ ﻝﻜﻥ ﺇﺼﺎﺒﺔ ﺍﻝﻔﺭﺩ ﺒﺎﻻﺤﺘﺭﺍﻕ ﺍﻝﻨﻔﺴﻲ ﻫـﻭ ﺤﺘﻤـﺎ ﻨﺘﻴﺠـﺔ
ﻝﻤﻌﺎﻨﺎﺘﻪ ﺒﺎﻝﻀﻐﻭﻁ ﺍﻝﻨﺎﺠﻤﺔ ﻋﻥ ﺍﻝﻌﻤل.
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