ANALIZA VPLIVA ODNOSA STRANK NA JAVNE USLUŽBENCE V OBMOČNI GEODETSKI UPRAVI LJUBLJANA

ROGELJ, NINA (author), Kozjek, Tatjana (mentor)

Varno delovno okolje je ključno za kakovostno opravljanje dela in za dobrobit zaposlenega. To pa ni vedno mogoče ob delu s strankami, katerih vedenje je lahko neprimerno, s čimer ogrožajo počutje zaposlenih. Neprimeren odnos s strani strank do zaposlenih je preučevan le v zasebnem sektorju, čeprav se lahko pojavlja tudi v javnem sektorju. Glavni namen diplomskega dela je bil raziskati vpliv strank na počutje javnih uslužbencev v Območni geodetski upravi Ljubljana ter glavne razloge, zaradi katerih prihaja do neprimernega vedenja strank. Uporabljeni metodi sta bili študija literature in virov ter izvedba raziskave s pomočjo anketnega vprašalnika za javne uslužbence in stranke. V Območni geodetski upravi Ljubljana se neprimerno vedenje strank na splošno pojavlja redko, medtem ko javni uslužbenci kažejo željo po dodatnih znanjih in veščinah, ki bi jim pomagali pri obvladovanju situacij neprimernega vedenja strank. Stranke so s poslovanjem in komunikacijo javnih uslužbencev Območne geodetske uprave Ljubljana zadovoljne. Nezadovoljstvo in neprimerno vedenje pa se pojavlja predvsem kot posledica pomanjkanja informacij med strankami in dolgotrajnosti postopkov. Pri pisanju diplomskega dela je bilo ugotovljeno tudi, da obstaja premalo raziskav na področju vpliva odnosa strank na zaposlene, predvsem za javno upravo, kjer raziskav praktično ni in se poudarja le potreba po prijaznosti in ustreznemu odnosu javnih uslužbencev do strank. Javni uslužbenci potrebujejo določena znanja in veščine, ki jim bodo pomagala, da se bodo lahko poleg zahtevnega strokovnega dela lažje soočali z neprimernim vedenjem strank.

• Language: Slovenian
• Keywords: neprimerno vedenje strank, počutje zaposlenih, komunikacija
• Work type: Bachelor thesis/paper
• Organization: FU - Faculty of Administration
• Year: 2018
• PID: 20.500.12556/RUL-102628
• Publication date in RUL: 05.09.2018

Secondary language

• Language: English
• Title: ANALYSIS OF THE IMPACT OF CUSTOMER RELATIONSHIP ON CIVIL SERVANTS IN THE REGIONAL SURVEYING AND MAPPING AUTHORITY OF LJUBLJANA

Abstract

The safe working environment is essential for the quality of work performance and for the well-being of employees. This is not always possible when working with customers whose behavior can be inappropriate, jeopardizing the well-being of the employees. Customer misbehavior towards employees is studied only in the private sector, although it can also occur in public institutions. The main purpose of this work was to investigate the influence customers have on the welfare of the civil servants in the Regional Surveying and Mapping Authority of Ljubljana and the main reasons that lead to misbehavior of the customers. The methods used were the study of literature and the implementation of the research using a questionnaire for civil servants and customers. In the Regional Surveying and Mapping Authority of Ljubljana, customer misbehavior, in general, occurs rarely, while civil servants show a need for additional knowledge and skills to help them deal with situations of customers’ misbehavior. Customers are satisfied with the communication and work of civil servants of the Regional Surveying and Mapping Authority of Ljubljana, while dissatisfaction and misbehavior occur mainly as a result of the lack of information among the customers and the duration of the procedures. The thesis presents the lack of research in the area of the impact of customer relationship on employees, especially in the field of public administration where such researches are non-existent and they only emphasize the need for friendliness and the appropriate relationship of civil servants towards customers. Civil servants need certain knowledge and skills that will help them to be able to deal with the demanding professional work and customers’ misbehavior.

• Keywords: customer misbehavior, employee well-being, communication