THE IMPACT OF CONFLICT BEHAVIOUR STYLES ON THE PSYCHO-EMOTIONAL STATE AND PROFESSIONAL BURNOUT OF BANK EMPLOYEES

Abstract

This article presents the findings of an empirical study investigating the relationship between conflict behaviour styles and the manifestations of emotional burnout among employees of banking institutions. The work is relevant due to the increase in psycho-emotional stress resulting from economic instability, the digital transformation of the financial sector and martial law’s impact on social and labour processes in Ukraine. The article substantiates the position that conflict behaviour styles perform regulatory and protective functions, mediating stress resistance levels, interpersonal interaction characteristics, and professional activity effectiveness in intensive communication conditions. An empirical study was conducted on a sample of 85 banking institution employees from different regions of Ukraine whose professional activities involve constant client interaction and high emotional stress levels. The T. Kilman methodology and the K. Maslach questionnaire were employed. The study found that cooperative conflict behaviour strategies prevailed, with compromise tactics being insufficiently pronounced. This indicates a general orientation towards constructive conflict resolution, though balancing interests in routine professional situations can be challenging. The emotional burnout structure shows moderate manifestations of emotional exhaustion and depersonalisation, as well as a tendency towards decreased subjective assessment of professional achievements among some respondents.
Correlation analysis revealed inverse relationships between conflict behaviour styles and individual burnout components, indicating a compensatory role in maintaining professional activity and psychological well-being. The study concluded that developing cooperation, compromise, and flexible conflict strategies is an effective way to prevent professional burnout in the banking sector. The results of the study could inform the development of professional development and psychological support programmes for staff by HR departments and psychological services in banking institutions.