| Sažetak | Tema ovog diplomskog rada je Utjecaj pregovaračkih vještina na rješavanje konflikata u komunikaciji te se kroz rad obrađuje pojam komunikacije, konflikti, vještine i taktike pregovaranja. U radu je pojašnjena komunikacija kao glavna vještina pregovaranja koja obuhvaća širok spektar tehnika i taktika kojima se mogu ostvariti ciljevi te riješiti nesporazumi odnosno konflikti. Osim aktivnog slušanja, koje nam omogućuje razumijevanje interesa, potreba i prioriteta sugovornika, dobar pregovarač bi trebao postavljati prava pitanja, prenositi precizne, razumljive i jasne poruke suprotnoj strani. Razvijanjem empatičnog komuniciranja stvara se osjećaj povjerenja i olakšava se postizanje zajedničkih rješenja. Taktičko komuniciranje kao sposobnost osobne prilagodbe pregovaranja potrebno je voditi u skladu sa etičkim normama. Moć riječi predstavlja glavnu stavku utjecanja i uvjeravanja suprotne strane da prihvati određene ideje, stavove ili akcije. Neverbalna komunikacija ima velik utjecaj u procesu pregovaranja, a svaki uspješan pregovarač je svjestan da korištenjem svoga tijela, izraza lica i gesta, emocionalnim putem može utjecati na razumijevanje i interpretaciju poruka koje se šalju tijekom pregovaranja. Kroz rad su pojašnjene vrste komunikacija te ciljevi komuniciranja kojima se smanjuje neizvjesnost i olakšava upravljanje organizacijom. U radu su prikazani konflikti kao glavni razlozi pokretanja procesa pregovaranja, vrste, uzroci nastanka te faze i taktike pregovaranja koje pomažu pri njihovom rješavanju. Svaki uspješan pregovarač trebao bi biti svjestan sebe, svojih mogućnosti i imati samopouzdanje koje bi se percipiralo prema van i koje bi prepoznala suprotna strana. Pronalaženje kompromisa predstavlja najispravniji rezultat pregovaranja, a ono se može ostvariti spojem inteligencija, stavova i vještina koje se razvijaju na raznim edukacijama, radionicama i usavršavanjima . Etičko pregovaranje predstavlja proces vođenja pregovora koji se temelji na visokim standardima etičkog ponašanja i poštovanju moralnih načela koji vodi ka dugoročnim odnosima zajedničkom suradnjom. U radu je predstavljeno istraživanje putem anketnog obrasca u kojem je sudjelovalo 168 ispitanika različite dobi, stupnja obrazovanja, interesa, mišljenja i stavova, kojim se prikazalo njihovo poznavanje procesa pregovaranja, vještina i taktika, ali i sudjelovanje u etičkim i neetičkim postupcima prilikom pregovaranja. |
| Sažetak (engleski) | The topic of this diploma thesis is the influence of negotiation skills on the resolution of conflicts in communication, the concept of communication, conflicts, and negotiation skills and tactics are processed through work. The paper explains communication as the main negotiation skill that includes a wide range of techniques and tactics that can be used to achieve goals and resolve misunderstandings or conflicts. In addition to active listening, which allows us to understand the interlocutor's interests, needs and priorities, a good negotiator should ask the right questions, convey precise, understandable and clear messages to the opposite party. Developing empathetic communication creates a sense of trust and facilitates the achievement of common solutions. Tactical communication as the ability of personal adjustment, negotiations must be conducted in accordance with ethical and fair negotiations. The power of words is the main element of influencing and persuading the opposite side to accept certain ideas, attitudes or actions. Non-verbal communication has a great influence in the negotiation process, and every successful negotiator is aware that by using his body, facial expressions and gestures, he can emotionally influence the understanding and interpretation of messages sent during negotiations. Through the paper, the types of communication and the goals of communication, which reduce uncertainty and facilitate the management of the organization, are clarified. The paper presents conflicts as the main reasons for starting the negotiation process, types, causes of their occurrence, and negotiation stages and tactics that help in solving them. Every successful negotiator should be aware of himself, his capabilities and have a self-confidence that would be perceived externally and recognized by the opposite side. Finding a compromise is the most correct result of negotiations, and it can be achieved through a combination of intelligence, attitudes and skills that are developed at various educations, workshops and trainings. Ethical negotiation is a process of conducting negotiations based on high standards of ethical behavior and respect for moral principles, which leads to long-term relations through joint cooperation. The paper presents research through a survey form in which 168 respondents of different ages, levels of education, interests, opinions and attitudes participated, It showed their knowledge of the negotiation process, skills and tactics, as well as their participation in ethical and unethical procedures during negotiations. |
