Title Utjecaj konflikta na interpersonalnu komunikaciju u poslovanju
Title (english) The impact of conflict on interpersonal communication in business
Author Magdalena Sabolčec
Mentor Ljubica Bakić-Tomić (mentor)
Committee member Majda Tafra-Vlahović (predsjednik povjerenstva)
Committee member Ljubica Bakić-Tomić (član povjerenstva)
Committee member Damira Đukec (član povjerenstva)
Granter University North (University centre Varaždin) (Department of Communicology and Public Relations) Koprivnica
Defense date and country 2019-03-28, Croatia
Scientific / art field, discipline and subdiscipline SOCIAL SCIENCES Information and Communication Sciences Public Relations
Abstract U diplomskom radu autorica je prikazala utjecaj konflikta na interpersonalnu komunikaciju u poslovanju. Konflikt je znak kvalitetnog razgovora, stvarnog međusobnog slušanja i razmišljanja, njime stvaramo vlastita mišljenja, stavove i ocjene. Konflikti se mogu pojaviti između generacija, u obitelji, zbog različitih interesa ili u poslovanju. Neki se konflikti lako rješavaju dok drugi dovode do narušavanja odnosa među sudionicima konflikta. U diplomskom radu su opisane vrste konflikta i uzroci nastajanja konflikta. Autorica je obradila tehnike rješavanja konflikta koje se dijele na direktne i indirektne. Odabirom tehnike rješavanja konflikta postižu se određeni ishodi rješavanja konflikta. Oni mogu biti: gubitak – gubitak, dobitak – gubitak ili dobitak – dobitak.
Od kad postoji čovjek postoji i komunikacija. Ljudi komuniciraju iz različitih razloga bilo radi zabave, uvjeravanja ili primitka određenih informacija. Komunikacija je prenošenje željenih poruka verbalnim ili neverbalnim putem. Uključuje najmanje dvije osobe koje utječu jedna na drugu u nekoj mjeri. Autorica rada dala je prikaz komunikacijskog procesa, tj. kako poruka putuje od pošiljatelja prema primatelju. U organizacijama postoje dvije vrste organizacijske strukture. To su formalna i neformalna. Autorica je prikazala podjelu poslovne komunikacije koju čine interna i eksterna komunikacija. Interna komunikacija označava komunikaciju unutar organizacije dok eksterna označava komunikaciju sa klijentima, odnosno poslovnim partnerima. U radu su navedeni oblici poslovne komunikacije koji se dijele na verbalnu i neverbalnu komunikaciju.
Provedeno je istraživanje na temu „Utjecaj konflikta na interpersonalnu komunikaciju u poslovanju“, na uzorku od 101 ispitanika. Upitnik je poslan putem društvene mreže Facebook, a istraživanje se provodio u veljači i ožujku 2019. godine. Upitnik je sastavljen od 21 pitanja. Grafički su prikazani rezultati upitnika. Analiza rezultata istraživanja dovodi do zaključka da se osobe rijetko susreću s konfliktom u poslovanju i misle da konflikti loše utječu na međuljudske odnose. Kao najčešću metodu rješavanja konflikta ispitanici koriste suradnju.
Abstract (english) In the graduate thesis the author showed the imact of conflict on interpersonal communication in business. Conflict is a sign of a high-quality conversation, true mutual understanding and reasoning, and it helps us in forming our beliefs, attitudes and evaluations. Conflicts can arise between generations, within families, due to differences in interests and ways of conducting business. Graduate thesis describes the types of conflicts and causes of conflicts. The author dealt with conflict resolution techniques that are divided into direct and indirect. Selecting a conflict resolution method leads to certain outcomes regarding conflict resolution. Those can be: loss-loss, win-loss or win-win.
Communication is present since the dawn of humanity. People communicate for various reasons, either for fun, to convey their ideas or to receive certain information. Communication is a verbal or non-verbal transfer of intended messages. It involves at least two persons who affect each other to a certain extent. The author gave an overview of the communication process, how the message travels from the sender to the recipient. Organizations have two types of organizational structure. These are formal and informal. The author has presented the division of business communication that consists of internal and external communication. Internal communication means communication within the organization while external means communicating with clients or business partners. The graduate thesis describes the forms of business communication that are divided into verbal and nonverbal communication.
Research on the "The impact of conflict on interpersonal communication in business" was conducted on a sample of 101 respondents. The questionnaire was sent via social network Facebook, and it was conducted in february and march 2019 year. It has 21 questions. The results of the questionnaire are shown graphically. Analysis of the results of research leads to the conclusion that people rarely encounter a business conflict and think that conflicts are badly affecting interpersonal relationships. As the most common method of conflict resolution, respondents use co-operation.
Keywords
interpersonalna komunikacija
poslovna komunikacija
konflikt
vrste konflikta
načini rješavanja konflikta
istraživanje
Keywords (english)
interpersonal communication
business communication
conflict
types of conflict
conflict resolution method
research
Language croatian
URN:NBN urn:nbn:hr:122:167794
Study programme Title: Public Relations Study programme type: university Study level: graduate Academic / professional title: magistar/magistra odnosa s javnostima (magistar/magistra odnosa s javnostima)
Type of resource Text
File origin Born digital
Access conditions Open access
Terms of use
Created on 2019-04-15 08:31:30