Sporazumevanje z gluhimi in naglušnimi strankami pri postopku pridobivanja osebnega dokumenta : diplomsko delo

Ulčar, Brina (avtor), Rozman, Tadeja (mentor), Kogovšek, Damjana (komentor)

Cilj diplomskega dela je bil raziskati sporazumevanje med zaposlenimi na upravni enoti, gluho in naglušno osebo, ki je stranka v postopku izdaje osebnega dokumenta, in tolmačem. Proučili smo učinkovitost sporazumevanja, kje nastajajo ovire in ali obstajajo prilagoditve za gluhe in naglušne stranke v tem postopku. V teoretičnem delu diplomskega dela je predstavljeno, kdo so gluhe in naglušne osebe, kako se sporazumevajo, kdo je tolmač in njegova vloga pri sporazumevanju z gluho ali naglušno osebo ter jezikovne tehnologije. Predstavljen je tudi postopek pridobitve osebnega dokumenta na upravni enoti. V empiričnem delu diplomskega dela so predstavljeni rezultati intervjujev z gluho, naglušno osebo, tolmačema in zaposlenima na upravni enoti. Intervjuji so bili izvedeni z namenom pridobitve realnih informacij od oseb, ki so sodelovale v postopkih pridobivanja osebnega dokumenta, o sporazumevanju med njimi in morebitnih težavah, ki so pri tem nastale. Ugotovljeno je bilo, da se zaposleni do gluhih in naglušnih strank vedejo profesionalno, ustrežljivo in so pripravljene pomagati. Gluhe in naglušne stranke nimajo težav s samostojnim izpolnjevanjem obrazcev. Gluhe stranke se ne počutijo izločene iz procesa sporazumevanja, če zaposlena oseba in tolmač opravljata svoje delo profesionalno in znata pravilno postopati. Diplomsko delo bo prispevalo k izboljšanju kakovosti storitev za gluhe in naglušne stranke. Podani so predlogi za morebitne izboljšave, ki bodo pomagale izboljšati oziroma poenostaviti sporazumevanje med zaposlenimi na upravnih enotah in gluhimi ali naglušnimi strankami.

• Jezik: Slovenski jezik
• Ključne besede: gluhota, naglušnost, sporazumevanje, slovenski znakovni jezik, jezikovne tehnologije, tolmač, osebni dokument
• Vrsta gradiva: Diplomsko delo/naloga
• Tipologija: 2.11 - Diplomsko delo
• Organizacija: FU - Fakulteta za upravo
• Kraj izida: Ljubljana
• Založnik: [B. Ulčar]
• Leto izida: 2023
• Št. strani: X, 45 str.
• PID: 20.500.12556/RUL-149899
• UDK: 351.755.62-056.263(497.4)(043.2)
• COBISS.SI-ID: 164108803
• Datum objave v RUL: 11.09.2023

ULČAR, Brina, 2023, Sporazumevanje z gluhimi in naglušnimi strankami pri postopku pridobivanja osebnega dokumenta : diplomsko delo [na spletu]. Diplomsko delo. Ljubljana : B. Ulčar. [Dostopano 19 maj 2025]. Pridobljeno s: https://repozitorij.uni-lj.si/IzpisGradiva.php?lang=slv&id=149899

Sekundarni jezik

• Jezik: Angleški jezik
• Naslov: Communication with deaf and hard of hearing clients in the process of obtaining an identity document

Izvleček

The purpose of the thesis was to investigate the communication between the employees of the administrative unit, the deaf and hard of hearing person who is a client in the process of issuing an identity document, and the interpreter. We examined the effectiveness of communication, where obstacles arise and whether there are adaptations for deaf and hard of hearing clients in this process. The theoretical part of the thesis presents who the deaf and hard of hearing people are, how they communicate, who the interpreter is and his role in communicating with deaf or hard of hearing person, and language technologies. The process of obtaining an identity document at the administrative unit is also presented. The empirical part of the thesis presents the results of interviews with deaf and hard of hearing people, interpreters and employees of the administrative unit. The interviews were conducted to obtain real information from the persons who participated in the procedures of obtaining an identity document, about the communication between them and any problems that arose. It was found that employees behave professionally, helpfully and are willing to help deaf and hard of hearing clients. Deaf and hard of hearing clients have no problem filling out the forms independently. Deaf clients do not feel excluded from the communication process if the employee and interpreter perform their work professionally and know how to act correctly. The thesis will contribute to improving the quality of services for deaf and hard of hearing clients. Suggestions for possible improvements are given, which will help to improve or simplify communication between employees of administrative units and deaf or hard of hearing clients.

• Ključne besede: deafness, hard of hearing, communication, language technologies, interpreter, identify document