| Abstract | Pregovaranje je univerzalni postupak koji se koristi u svakodnevnim životnim situacijama, a do
potrebe za njim dolazi kada dvije ili više strana nastoje razriješiti određena pitanja i pronaći
rješenje koje je prihvatljivo svima. Stoga u poslovnim pregovorima veliki značaj ima
komunikacija, no ne samo prenesene informacije u kontekstu riječi već i način na koji su te
riječi izgovorene odnosno elementi neverbalne komunikacije. Kada razgovaramo naše tijelo
šalje brojne neverbalne znakove našim sugovornicima. Komunikacija je značajan dio svakog
poslovnog procesa te se njome može ojačati veza između klijenata, zaposlenika, menadžera i
dr. Komunikacijom se prenose informacije kako verbalno tako i neverbalno primjerice tonom
glasa, pokretima tijela, gestama, izrazima lica i sl. Bankarski sektor je jedan od najvažnijih
sektora za postizanje razvojnih ciljeva gospodarstva te je nužno u bankarstvu kao i ostalim
uslužnim djelatnostima istaknuti značaj komunikacijskih vještina koje su bitne za ostvarivanje
zadovoljstva klijenata. Dakle kako poslovanje podrazumijeva učestalu ljudsku interakciju,
poznavanje i razumijevanje elemenata neverbalne komunikacije olakšava rad s kolegama,
klijentima, poslovnim partnerima i dr. |
| Abstract (english) | Negotiation is a universal procedure that is used in everyday life situations, and the need for it
arises when two or more parties try to resolve certain issues and find a solution that is acceptable
to all. Therefore, in business negotiations, communication is of great importance, but not only
the information conveyed in the context of the words, but also the way in which those words
are spoken, so the elements of non-verbal communication are important. When we talk, our
body sends numerous non-verbal signals to our interlocutors. Communication is an important
part of every business process and can be used to strengthen the relationship between clients,
employees, managers, etc. Communication conveys information both verbally and nonverbally,
for example through tone of voice, body movements, gestures, facial expressions, etc.
The banking sector is one of the most important sectors for achieving the development goals of
the economy, and it is necessary in banking as well as in other service industries to highlight
the importance of communication skills that are essential for achieving client satisfaction. So,
as business involves frequent human interaction, knowing and understanding the elements of
non-verbal communication facilitates work with colleagues, clients, business partners, etc. |
| Study programme | Title: Business economics; specializations in: Finance, Entrepreneurship, Management, Finance and Accounting, Marketing, International Business, IT Business
Course: Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije) |
