Pristupi u rješavanju sukoba među zaposlenicima: kako doći do win-win rješenja?

professional thesis

• Title (english): Approaches to conflict resolution among employees: How to reach a win win situation?
• Author: Suzana Salameh
• Mentor: Hrvoje Jakopović (mentor)
• Committee member: Smiljana Leinert-Novosel (predsjednik povjerenstva)
• Committee member: Goroslav Keller (član povjerenstva)
• Committee member: Hrvoje Jakopović (član povjerenstva)
• Granter: University of Zagreb; The Faculty of Political Science; Zagreb
• Defense date and country: 2022-11-02, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Political Science

Abstract

Ovaj završni poslijediplomski rad obrađuje pojam sukoba ili konflikta te različite pristupe u njegovom rješavanju. Komunikacija je ključan pojam u teoriji i praksi odnosa s javnošću te je dobro upravljanje istom neizostavna vještina svakog dobrog teoretičara i praktičara iste. Kvalitetna komunikacija tako je bitna na svim razinama i funkcijama PR djelatnosti, odnosno, na operativnoj, menadžerskoj i savjetničkoj. Komunicirati je lako sa sugovornicima koji dijele iste vrijednosti i stavove, a pravi izazov nastaje tek u situaciji konflikta. Riječ je o obrnutoj situaciji kada se sugovornici suprotstavljaju jedan drugome zbog razlike u vrijednostima i ciljevima. Drugim riječima, može se reći da do konflikta dolazi kada god među ljudima nastupi borba za ograničene vrednote, bilo da je riječ o financijskim sredstvima, posjedu, ugledu, moći ili odgovornosti (Leinert-Novosel, 2015:139). Nastavno na navedeno, uzroci konflikta mogu biti organizacijski, osobni i komunikacijski (Krizmanić, 2016: 9).
Iz svega navedenog, jasna je važnost razumijevanja procesa sukoba i scenarija njegova rješavanja. Profesionalni pristup konfliktnoj situaciji tako će se usmjeriti na rješavanje izvora problema, a ne pobjedu nad drugom stranom. Shodno tome, svrha ovoga rada je prikazati pristup konfliktu koji će rezultirati pobjedom i pozitivnim emocijama svih njegovih sudionika i dovesti do win-win scenarija. Dolazak do ovoga scenarija zahtjeva primjenu osnovnih načela pregovora:
i. Odvajanje ljudi od problema,
ii. Fokus na interesu, a ne na položaju,
iii. Generiranje opcija na obostranu korist i
iv. Primjena objektivnih kriterija (Fisher i Ury, 2011: 19-82).

Uspješna primjena ovih načela neizbježno će rezultirati poboljšanjem odnosa dionika te jačanjem njihove buduće suradnje (Leinert-Novosel, 2015: 152).

Abstract (english)

This postgraduate thesis deals with the concept of conflict and different approaches to its resolution. Communication is a key concept in the theory and practice of public relations, and good management of it is an indispensable skill of every good theoretician and practitioner in this field. Quality communication is so important at all levels and functions of PR activities, that is, at operational, managerial and advisory levels. It is easy to communicate with interlocutors who share the same values and attitudes, and the real challenge arises only in a conflict situation. It is a reverse situation when interlocutors oppose each other due to differences in values and goals. In other words, it can be said that conflict occurs whenever there is a struggle between people for limited values, whether it is financial means, property, reputation, power or responsibility (Leinert-Novosel, 2015:139). Further to the above, the causes of conflict can be organizational, personal and communication (Krizmanić, 2016: 9).
From all of the above, the importance of understanding the conflict process and the scenario of its resolution is clear. A professional approach to a conflict situation will thus focus on solving the source of the problem, rather than winning over the other party. Accordingly, the purpose of this paper is to present an approach to conflict that will result in victory and positive emotions for all its participants and lead to a win-win scenario. Arriving at this scenario requires the application of the basic principles of negotiations:
i. Separating people from problems,
ii. Focus on interest, not position,
iii. Generating mutually beneficial options and
iv. Application of objective criteria (Fisher and Ury, 2011: 19-82).

The successful application of these principles will inevitably result in the improvement of stakeholder relations and the strengthening of their future cooperation (Leinert-Novosel, 2015: 152).

• Keywords: konflikt; win-win; odnosi s javnošću; komunikacija; organizacija; zaposlenici; rješavanje sukoba
• Keywords (english): conflict; win-win; public relations; communication; organization; employees; conflict resolution
• Language: croatian
• URN:NBN: urn:nbn:hr:114:639842
• Study programme: Title: Public Relations; Study programme type: university; Study level: postgraduate specialist; Academic / professional title: sveučilišni/a specijalist/ specijalistica iz odnosa s javnošću (sveučilišni/a specijalist/ specijalistica iz odnosa s javnošću)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2023-01-24 12:44:02