People establish relationships with others using verbal and non-verbal communication, which can be challenging in cases where different symbol systems or different languages are used, language skills are low, or in cases of physical barriers, all of which can lead to different interpretations of what is being said due to impersonal contact.
This diploma work focuses on the relationships between officials and their clients with language or physical freedom limitations and the less educated clients on the case of The Human Rights Ombudsman institution of the Republic of Slovenia. We wanted to know whether the officials recognise the communication challenges faced by their mentioned clients, how they communicate with them and adapt their use of language, which methods have proven to be as effective, and whether the institution promotes development in these areas and how.
The research has shown that The Human Rights Ombudsman institution of the Republic of Slovenia is aware of the challenges faced by its vulnerable complainants and is open to possible improvements in this area, supporting not only the development of its employees but also of processes. We got to know an innovative way of dealing with complainants such as out-of-office consultations.
Employees of The Human Rights Ombudsman institution of the Republic of Slovenia adapt their language to the communication skills of the complainants by paying attention to the words they use, giving more detailed explanations, allowing additional questions, always answering and being ready to speak in other languages than Slovenian. In most cases, they make sure the complainant has understood their instructions and offer written notes with important information. Employees of The Human Rights Ombudsman institution of the Republic of Slovenia see client communication workshops as a great opportunity for personal growth.
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