People are emotional beings who encounter various stressful events on a daily basis, which is why a phenomenon like stress is almost impossible to avoid. This is a concept that causes emotional burden, which can create mental and physical problems.
The main goal of the diploma was to present stress issues at workplace, the symptoms of stress and its consequences, and to research these issues within a chosen company. The diploma is divided into two parts: the theoretical part is based on explaining stress, its consequences and symptoms, and introduces measures to reduce stress of individuals and of company's managers and concludes with a company presentation, which also presents the introduction to the empirical part. In the second, empirical part, it uses the method of survey questionnaire to analyse the influence of the customer’s behaviour on the employees of Zlatarna Celje d. o. o. The purpose of the diploma was to research the influence of dissatisfied customers on sales staff and their experience of stress, and to suggest measures to company's managers to reduce stress at the working place.
The analysis indicated important findings on stress of Zlatarna Celje (below: ZC) sales staff. The conclusion was that sales staff experience stress at their work and that the main reason for stress is the work with the customers. Consequently, the staff experience headaches and feel burned out, which can lead to longer absences from work. The analysed responses will help the company's management in dealing with the stress of the employees and can thus improve their medical condition, improve their productivity and strengthen their feeling of belonging. In addition to that, they will be able to present themselves in the market as a company that takes care of its employees which would benefit its recognisability.
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