Problemi komuniciranja: s posebnim osvrtom na komunikaciju u socijalnom radu
Communication Problems: whit special remarks to communication in social services

Summary/Abstract: U radu je ukazano na značaj komuniciranja u organizacijama i preduzećima, s posebnim osvrtom na komunikaciju u ustanovama socijalne zaštite. U tom kontekstu navedeni su principi i faktori pravilnog komuniciranja, te je kazano na teškoće koje se javljaju posebno u procesu verbalnog komuniciranja, s naglaskom na nivoe komuniciranja u socijalnom radu i socijalno-zaštitnim ustanovama. Također je naveden i značaj emocionalne inteligencije i aktivnog slušanja socijalnih radnika u radu s korisnicima usluga socijalnog rada. This article emphasises the role of communication in organisation and firms, with special attention to the communication patterns within social welfare institutions. Within such context, the author presents principles and factors of proper communication, pointing to difficulties which might occur especially in the process of oral communication. Focus is on levels of communication which is social work setting and social welfare institutions. Special emphasis is given to the importance of emotional intelligence and active listening by social workers when dealing with service users within social work setting.

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