Des signes extérieurs annonciateurs de burn-out

La jeune femme (appelons-la Sophie) qui vient me voir par un matin ensoleillé pour un entretien exploratoire présente toutes les apparences de l’enthousiasme et du dynamisme. Cadre à haut potentiel chez un leader mondial des services financiers, elle me dit souhaiter se préparer à une entrée rapide au Comité de Direction de sa ligne métier. Je lui pose quelques questions, et dès les premières réponses mon inquiétude monte… 

« En ce moment la pression est terrible, me dit-elle avec un large sourire, je travaille douze heures par jour sept jours sur sept mais je n’ai pas le choix, c’est le prix à payer pour franchir la dernière marche ». Vraiment ? Je lui demande de me décrire un vécu récent et difficile, avec les émotions associées. « Les émotions sont un luxe que je ne peux pas me permettre », répond-elle très vite. Et de me décrire ses trajets matinaux en voiture pour se rendre à son travail, où il lui arrive de pleurer silencieusement derrière son volant, et se sécher ses larmes en arrivant au parking afin de reprendre le masque du manager motivé.

Sophie présente de nombreux symptômes annonciateurs d’un burn-out : suractivité permanente, absence de phases de décompression et de ressourcement, déni émotionnel, manque de cohérence entre le comportement (notamment le non-verbal) et les situations décrites, affichage d’une détermination sans faille, etc. Les managers au bord de la rupture ne sont pas tous déprimés, beaucoup masquent leur mal-être par un discours du type « tout va bien, c’est juste une phase délicate à passer »… afin de pouvoir continuer sur le même rythme encore quelques jours, quelques semaines… jusqu’à ce qu’il soit trop tard.

Ce matin-là j’ai demandé à Sophie d’aller consulter son médecin traitant et je lui ai expliqué pourquoi une démarche de coaching était prématurée à ce stade. Bien accompagnée sur le plan médical elle s’est arrêtée à temps, a pris soin d’elle et rétabli progressivement son équilibre. Quelques mois plus tard nous nous sommes retrouvés pour démarrer un programme de coaching, mais cette fois sur des bases saines et avec des objectifs correspondant mieux à son identité profonde.

Le coaching ne peut pas se substituer au traitement des risques psycho-sociaux… mais un coach entraîné à la détection des signaux d’alerte peut contribuer à stopper un processus dangereux, puis aider le manager à entamer un peu plus tard une véritable démarche de développement professionnel et personnel.

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