POSLOVNI BONTON V JAVNEM IN ZASEBNEM SEKTORJU

PODGORNIK, ANJA (author), Buzeti, Jernej (mentor)

Poznavanje in upoštevanje bontona je zelo pomembno v zasebnem življenju, še bolj pomembno pa je poznavanje in upoštevanje poslovnega bontona v organizacijah javnega in zasebnega sektorja, saj tu ne gre le za predstavljanje samega sebe, temveč celotne organizacije, v kateri delamo. Poznavanje poslovnega bontona je v današnjem času eden izmed ključnih dejavnikov za uspeh in dobro delovanje organizacije. Pri tem ni dovolj le upoštevanje splošnih pravil, ki jih narekuje bonton, temveč so pomembna tudi pravila poslovnega bontona, ki jih določa organizacija in ostala literatura na tem področju. Namen diplomskega dela je bil povezan s tem, da analiziramo in ugotovimo poznavanje in upoštevanje pravil poslovnega bontona v javnem in v zasebnem sektorju. Ker je poslovni bonton zelo širok pojem, smo se v našem diplomskem delu osredotočili na tista področja poslovnega bontona, ki so pomembna za zaposlene v organizacijah javnega in zasebnega sektorja. V diplomskem delu smo najprej na kratko predstavili poslovni bonton, kasneje pa smo poslovni bonton razčlenili na dva dela in namenili poudarek poslovnemu bontonu v besednem komuniciranju in poslovnemu bontonu v nebesednem komuniciranju. Rezultati naše raziskave kažejo, da so zaposleni v zasebnem sektorju (55 %) bolje seznanjeni s pravili poslovnega bontona kot v javnem sektorju (33 %), čeprav so razlike pri poznavanju pravil razmeroma majhne. V javnem sektorju je imelo možnost izobraževanja v organizaciji samo 29 % anketirancev, v zasebnem sektorju pa 32 %. Če pogledamo rezultate raziskave, kjer smo anketirance spraševali po tem, ali bi se želeli udeležiti izobraževanja o poslovnem bontonu, če bi imeli to možnost, je 89 % v javnem sektorju in 76 % v zasebnem sektorju odgovorilo, da bi se izobraževanja želeli udeležiti. V javnem in zasebnem sektorju bi bilo potrebno vodstvu organizacije javnega sektorja priporočiti večji poudarek k uvajanju poslovnega bontona v organizacijah. To bo posledično pomenilo tudi več zadovoljnih strank in poslovnih partnerjev, nenazadnje pa tudi večje zadovoljstvo javnih uslužbencev, ki kažejo željo po možnosti seznanitve s poslovnim bontonom in nadaljnjem izobraževanju na tem področju.

• Language: Slovenian
• Keywords: poslovno komuniciranje, poslovni bonton, besedno komuniciranje, nebesedno komuniciranje, govorica telesa, javni sektor, zasebni sektor
• Work type: Bachelor thesis/paper
• Organization: FU - Faculty of Administration
• Year: 2019
• PID: 20.500.12556/RUL-110569
• Publication date in RUL: 17.09.2019

Secondary language

• Language: English
• Title: BUSINESS ETIQUETTE IN THE PUBLIC AND PRIVATE SECTORS

Abstract

Knowledge and respect for etiquette is very important in private life, but even more important is the knowledge and respect of etiquette in public and private sector organizations, since it is not only about representing ourselves but the whole organization in which we are working. Knowledge of business etiquette is nowadays one of the key factors to successful and well-functioning organizations . It is not enough only to follow the general rules, that etiquette dictates, also important are those rules of business etiquette, that are dictated by an organization and other literature on this field. The purpose of this diploma thesis was to analyze and determine the knowledge and observance of the rules of business etiquette in public and private sectors. Since business etiquette is a very broad concept, we decided to focus on the areas of business etiquette, that are important for the employees of public and private sector organizations. In the thesis, we first briefly introduced business communication and business etiquette, but later on we divided business etiquette into two parts and emphasized business etiquette in verbal and non-verbal communication. The results of our study show that employees in the private sector (55 %) are more familiar with the rules of business etiquette than in the public sector (33 %), although differences in knowledge of the rules are relatively small. In the public sector, only 29 % of respondents had an education opportunity in the organization whereas in private sector 32 % of respondents had such opportunity. Looking at the results of the survey, where we asked respondents if they would like to attend business etiquette training if given the opportunity, 89% in the public sector and 76 % in the private sector answered that they would. In the public and private sectors, greater emphasis should be placed on the leadership of the public sector organization to introduce business etiquette in organizations. This would also mean more satisfied customers and business partners and, last but not least, greater satisfaction for civil servants who show a desire for familiarity and further education in the field of business etiquette.

• Keywords: business communication, business etiquette, verbal communication, non-verbal communication, body language, public sector, private sector