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Naslov: Analiza doživljanja in odziva prodajalca v konfliktu s stranko : magistrska naloga Avtorji: ID Gorišek, Pina (Avtor) ID Krivec, Jana (Mentor) Več o mentorju... Datoteke: RAZ_Gorisek_Pina_i2018.pdf (1,00 MB) MD5: 452AE935D10B17C85BD3CE67FDF9FCA5   http://www.fuds.si/sites/default/files/magistrska_pina_5.marec-_cistopisss.pdf   Jezik: Slovenski jezik Vrsta gradiva: Magistrsko delo/naloga Tipologija: 2.09 - Magistrsko delo Organizacija: FUDS - Fakulteta za uporabne družbene študije Opis: Pogled delodajalcev je povečini usmerjen v kratkoročne koristi, ki jih imajo od zaposlenega, manj pa se zavedajo dolgoročnejše vizije skrbi za delavce, ki vključuje tudi skrb za duševno zdravje. V podjetjih skoraj ne zasledimo programov psihosocialne pomoči, niti v obliki izobraževanj o tem, kako naj se prodajalec s strankami in s težavami na vedenjskem, čustvenem in kognitivnem nivoju sooča, niti na temo, kako naj pristopi do stranke – kdaj naj pristopi do nje, kdaj naj se umakne, kaj naj ji svetuje. V nalogi analiziramo doživljanje in odzive prodajalca v konfliktu s stranko. V teoretičnem delu smo predstavili delovno mesto prodajalca, s kakšnimi strankami se srečuje, vrste konfliktov in zakaj do njih prihaja. Pri tem smo se navezovali na kognitivno-vedenjsko terapijo. Empirični del zajema raziskavo, v kateri ugotavljamo, da konfliktne situacije v veliki meri povzročijo stranke, predvsem njihov odnos do prodajalk. Odkrivamo, da takšne situacije za kratek čas vplivajo na vedenje prodajalk. Konfliktni odzivi strank negativno vplivajo na misli in čustva prodajalk. Raziskava lahko služi kot osnova za razmislek, kakšno vrsto izobraževanja naj bi podjetje organiziralo v prihodnje. Služilo bi kot pomoč, da bi se prodajalke lažje spopadale s konfliktnimi strankami. Želimo spodbuditi podjetja, da v konfliktnih in stresnih situacijah ne le pomagajo prodajalkam z izobraževanjem na temo, kako ravnati s strankami v takšnih primerih, temveč tudi s psihološkega vidika naučiti prodajalke, kako premagati negativne misli in čustva. Ključne besede: prodaja, stranke, misli, čustva, vedenje, stres, magistrske naloge Kraj izida: Medvode Kraj izvedbe: Medvode Založnik: [P. Gorišek] Leto izida: 2018 Leto izvedbe: 2018 Št. strani: 67 str., [31] str. pril. PID: 20.500.12556/ReVIS-8026  UDK: 159.9 COBISS.SI-ID: 26492163  Datum objave v ReVIS: 28.07.2021 Število ogledov: 1040 Število prenosov: 19 Metapodatki:    Citiraj gradivo Navadno besedilo BibTeX EndNote XML EndNote/Refer RIS ABNT ACM Ref AMA APA Chicago 17th Author-Date Harvard IEEE ISO 690 MLA Vancouver : Kopiraj citat

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Employers mostly focus on the short-term benefits that they can get from employees. They are less aware of caring for their employees on longer terms. This also includes caring for their mental health. Most companies don't provide many programs for psyho-social assistance. They don't even provide any eduaction for employees based on how to deal with customers and problems in the behavioral, emotional and cognitive levels. Companies also don't provide special trainings for employees to teach them the right approach to clients - when to approach, when to withdraw , what to advise to the customer. In this thesis we have analized the experience and responses of sales assistants in conflicts with customers. In the theoretical part, we have presented the workplace of the sales assistants, what kind of customers they encountered, the types of conflicts, and which are the reasons for causing conflicts. Connecting with these facts, we have related to cognitive behavioral therapy. The empirical part of the thesis is based on a study which shows the fact that conflict situations are largely caused by customers, especially in their attitude towards sales assistants. We have focused on this kind of situations, for a short time, and the influence on behavior of employees. Conflict responses from cutomers negatively affect the thoughts and feelings of sales assistants. The research can be used as the basis for what type of education the company should provide for employees in the future. It would be helpful for sales assistants to deal with conflict customers. We would like to encourage companies to help their employees with education focused on how to deal with clients in stressful situations. Companies should also train sales assistants from a psychological point of view, especially how to overcome with negative thoughts and emotions.

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