Business etiquette is an important part of professional communication; however, its application within organisations is not always uniformly defined or supported by clear guidelines. The aim of the thesis was to determine the level of knowledge and observance of business etiquette rules among public servants employed in the municipal administrations of the primorsko-notranjska region. The study was conducted in July 2026 using an online questionnaire, and the final sample comprised 102 respondents.
The results showed high levels of self-assessed knowledge of and adherence to business etiquette rules among the surveyed public servants. No statistically significant differences were found in self-assessed adherence to these rules according to job position or length of service. However, a statistically significant positive correlation was found between the frequency of participation in training and self-assessed knowledge of business etiquette rules. The findings indicate a need for greater awareness of organisational guidelines and for practical training, particularly in communicating with dissatisfied service users, handling complaints, active listening and providing information clearly. The practical value of the study lies in the fact that its results can provide municipal administrations with a basis for developing clearer guidelines, planning targeted training and improving professional communication and standards of conduct among employees. In this way, the study may contribute to improving the quality of employees’ work and communication with users of public services.
|
