20.500.12556/DKUM-11395 KOMUNICIRANJE S TEŽAVNIMI STRANKAMI COMMUNICATING WITH DIFFICULT CUSTOMERS Občinska uprava opravlja pomembno vlogo pri neposrednem stiku z uporabniki njenih storitev. Kakovost njenih storitev se v veliki meri odraža pri zadovoljstvu strank. Namen in cilj diplomske naloge je, da z raziskavo na Mestni občini Kranj ugotovimo, kako bi lahko izboljšali odnose med javnimi uslužbenci in strankami. Vse to z namenom, da bi zmanjšali število težavnih strank, preprečili nepotrebne konflikte ter omogočili javnim uslužbencem nemoteno delovanje. Problem, ki smo ga obravnavali v diplomski nalogi, je komuniciranje s težavnimi strankami. Zanimalo nas je, kako težavne stranke vplivajo na delo javnih uslužbencev, kaj vpliva na to, da so stranke težavne, ter kako bi lahko izboljšali odnose med javnimi uslužbenci in strankami. Za raziskavo smo uporabili metodo anketnega vprašalnika. V anketo smo zajeli tiste zaposlene na Mestni občini Kranj, ki imajo pri svojem delu stike s strankami. Z raziskavo smo ugotovili, da je med vsemi strankami veliko težavnih ter da težavne stranke zaposlenim vzamejo več časa, tako pa zaostaja ostalo delo. Raziskava je pokazala, da bi izobraževanje s področja komuniciranja zaposlenim koristilo pri srečevanju s težavnimi strankami ter da bi večja informiranost strank o upravnem postopku izboljšala odnose med zaposlenimi in strankami. Zanimalo nas je tudi, kaj vpliva na to, da so stranke težavne. Na podlagi literature smo ugotovili, da so nekateri ljudje težavni že po karakterju ter da jih ne moremo spremeniti, lahko pa omilimo njihov značaj s pravilnim komunikacijskim pristopom. V raziskavi pa smo ugotovili, da na težavnost strank vpliva delovanje lune, saj so ob polni luni stranke težavnejše. Na težavnost vpliva tudi njihova starost, zaposleni so mnenja, da so starejše stranke težavnejše. Ugotovili smo tudi, da težavnost stranke ni odvisna od dni v tednu ter spola stranke. Na podlagi rezultatov raziskave ter literature smo predlagali izboljšave, ki bi zaposlenim na občini omogočili lažje delo s strankami. Z izboljšavami bi tako že pri prvem stiku javnega uslužbenca s stranko omilili njeno morebitno težavnost. ABSTRACT Local board plays an important part in direct contact with users of its services. Thus the quality of its services is reflected in the satisfaction of the customers. The purpose of this thesis is to discover ways how to improve relations between public officials and customers in the Municipality of Kranj. We believed this would reduce the number of potentially difficult costumers and avoid unnecessary conflicts, as well as enable employees to perform their tasks more efficiently. The issue discussed in the thesis is how to communicate with difficult costumers. We wished to see how such costumers affect employees' performance and determine what makes some people difficult and how relations between the two could be improved. The method of survey questionnaire was used for the survey. The survey included employees in the Municipality of Kranj who are in direct contact with customers. We discivered that difficult customers consume much more of employees' time and thus cause delays in their work. Education and training in the field of communication would cartainly enable employees better communication with costumers. However, more information on various administrative procedures would undoubtedly help customers. Our further interest was why some costumers are difficult, reasons for their behaviour. Some people are difficult by character. That cannot be changed, it can only be dealt with in a proper manner of communication. Some people are negatively affected by full moon. It is also the employees' opinion that older people tend to be more difficult. Other factors include day of the week and gender. Based on extensive research we suggested several improvements that would facilitate work with costumers. Thus a potentially difficult costumer could be identified at first contact and dealt with accordingly. Komuniciranje težavne stranke poslovno komuniciranje delo s strankami communication difficult customers bussiness communication work with costumers true true false Slovenski jezik Angleški jezik Diplomsko delo 2009-08-19 21:58:00 2009-10-26 12:01:52 2022-04-11 23:48:37 2022-04-18 03:10:35 2009 0 Kranj 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6533651 URN:SI:UM:DK:KKYE5LUA UNI_Pritekelj_Teja_2009.pdf UNI_Pritekelj_Teja_2009.pdf 1 2586B0314C7BD23D0C89B2F590D36C87 f9ded289dabd87ec98d9673807fee18a7bd8998792b9484e866c266c180dd893 28f61762-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/012291c0-bce1-4752-b5a0-63e55834e0aa https://dk.um.si/Dokument.php?lang=slv&id=10362 Fakulteta za organizacijske vede 0 0 0