话务员心理困扰的有序logistic回归分析

Analysis on psychological distress of telephone operators and related factors by ordinal logistic regression

目的：了解话务员心理困扰状况及其相关因素，为采取干预措施提供参考依据。方法：从山东省某通讯公司话务中心选取575名一线话务员，采用 K10量表（K10）、心理弹性量表（CD-RISC-10）、领悟社会支持量表（PSSS）和应对方式问卷（CSCQ）测量话务员的心理困扰、心理弹性、社会支持以及应对方式，采用有序 logistic 回归分析评估心理困扰的相关因素。结果：K10平均得分为（24.7±6.7），心理困扰总检出率为91.8％（528／575）。其中，轻度心理困扰者占24.5％（141／575），中度心理困扰者占45.4％（261／575），重度心理困扰者占21.9％（126／575）；有序 logistic 回归分析结果表明，经济状况好（OR ＝1.74，95％CI：1.15～2.63）、心理弹性（OR ＝1.13，95％CI：1.10～1.17）和其他支持（OR ＝1.07，95％CI：1.02～1.12）水平高的话务员心理困扰程度较轻；采用较多消极应对（OR ＝0.29，95％CI：0.20～0.41）的话务员心理困扰程度较重。结论：本研究提示，话务员心理困扰检出率高。经济状况差、心理弹性和社会支持水平低、采用消极的应对方式可能是话务员心理困扰的相关因素。

Objective：To investigate the current status and related factors of psychological distress in tele-phone operators.Methods：Totally 575 telephone operators from sample of a convenient survey in a certain telecom-munication company of Shandong Province were selected.They were assessed with Kessler Psychological Distress Scale （K10）,Connor-Davidson Resilience Scale （CD-RISC-10）,Perceived Social Support Scale （PSSS）and Sim-plified Coping Style Questionnaire （SCSQ）for the evaluation of psychological distress,resilience,perceived social support and the coping style respectively.Ordinal logistic regression was used to identify the related factors of psy-chological distress.Results：The mean score of K10 was （24.7 ±6.7）,91.8% （528 /575）of telephone operators had psychological distress.Specifically,24.5%（141 /575）had mild psychological distress,45.4% （261 /575）had moderate psychological distress,21.9% （126 /575）had severe psychological distress.Ordinal logistic regression a-nalysis indicated that the ones with good economic conditions （OR =1.74,95%CI：1.15 -2.63）,higher level of re-silience （OR =1.13,95%CI：1.10 -1.17）and other social support （OR =1.07,95%CI：1.02 -1.12）had milder psychological distress;while with negative coping style （OR =0.29,95%CI：0.20 -0.41）had more severe psycho-logical distress.Conclusion：It suggested that the prevalence rate of psychological distress among telephone opera-tors is high.Poor economic conditions,lower level of resilience and social support,and negative coping style might be the related factors of psychological distress.