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Poslovni bonton ima pomembno vlogo v poslovnem okolju, saj predstavlja pomemben pripomoček, s katerim si lahko posameznik pomaga, da se olikano, spoštljivo in dostojanstveno vede v nekem prostoru in času. Pravila poslovnega bontona se tudi spreminjajo oziroma se k obstoječim pravilom dodajajo nova, ki so oblikovana tako, da se prilagajajo prostoru, času, kulturi in situacijam, v katerih se znajde družba oziroma posameznik. V zadnjih nekaj letih je prav pojav SARS-CoV-2 in z njim povezana epidemija v določeni meri vplivala na spremembo nekaterih pravil poslovnega bontona. Namen diplomskega dela je bil raziskati področje poslovnega bontona in proučiti prakso izvajanja pravil poslovnega bontona v obdobju epidemije covida-19 med zaposlenimi v izbranih organizacijah državne uprave. V okviru raziskave diplomskega dela je bilo ugotovljeno, da je imela epidemija covida-19 določen vpliv na nekatera pravila poslovnega bontona, in sicer pri rokovanju so klasično rokovanje (z dlanjo) v obdobju epidemije nadomestile varnejše alternative rokovanja, od katerih je bilo najpogosteje uporabljeno kimanje z glavo (44 %). V obdobju po epidemiji pa so anketiranci v večji meri opustili alternative rokovanja, in sicer za kar 45 % potem se je tudi povečal delež anketiranih, ki se ponovno rokujejo z dlanjo (82 %). Poleg tega se je pri govorici telesa spremenila predvsem prepoznava obrazne mimike, saj je bila v obdobju epidemije covida-19 ovirana zaradi nošenja zaščitnih higienskih mask, pri čemer rezultati raziskave kažejo, da je večina anketiranih (67 %) v delovnem okolju vedno nosila zaščitno higiensko masko. Business etiquette plays an important role in the business environment because it is an important tool with which an individual can help himself to behave politely, respectfully, and with dignity in a certain space and time. The rules of business etiquette are also changed or new ones are added to the existing rules. The latter are designed to adapt to the space, time, culture, and situations in which the society or the individual find themselves. In the last few years, the emergence of SARS-CoV-2 and the epidemic associated with it influenced the change of some rules of business etiquette to a certain extent. The purpose of the bachelor’s thesis was to research the field of business etiquette and to examine the practice of implementing the rules of business etiquette during the COVID-19 epidemic among employees in selected state administration organizations. Within the framework of the bachelor thesis research, it was ascertained that the COVID-19 epidemic had a certain impact on some rules of business etiquette. When shaking hands, the classic handshake (with the palm) was replaced during the epidemic by safer handshake alternatives of which nodding with the head was the most frequently used (44%). In the post-epidemic period, however, respondents abandoned handshake alternatives to a greater extent, namely by as much as 45%. Then the proportion of respondents who shook hands increased (82%) again. In addition, the recognition of facial expressions changed mainly because, during the COVID-19 epidemic, it was hampered by the wearing of protective hygienic masks. The results of the survey show that the majority of respondents (67%) always wore protective hygienic masks in the work environment.

Poslovni bonton in poslovno-uradovalno sporazumevanje imata v poslovnem svetu pomembno vlogo. Pomembno je, da se upoštevata tam, kjer ljudje vsakodnevno opravljamo svoje delo. Poslovni bonton in poslovno-uradovalno sporazumevanje sta veščini, ki sta lahko vodilo do uspeha. Namen diplomskega dela je bil ugotoviti, kateri so tisti dejavniki, ki nam povedo, kaj je v določenem okolju pri poslovno-uradovalnem sporazumevanju sprejemljivo in kaj ne, ali zaposleni v izbranih ustanovah poznajo in razumejo pravila poslovnega vedenja, v kolikšni meri se jih izvaja v praksi na delovnem mestu, spoznati pravila tvorjenja poslovno-uradovalnih besedil ter oblikovati morebitne predloge oziroma rešitve za izboljšavo stanja na proučevanem področju. Pri izdelavi diplomskega dela so bile uporabljene različne metode dela. Za pripravo teoretičnega dela je bila uporabljena metoda študije domače in tuje literature ter virov s področja poslovno-uradovalnega sporazumevanja in poslovnega bontona. Za pripravo raziskovalnega dela pa je bila uporabljena metoda anketiranja. Ugotovljeno je bilo, da sta poslovni bonton in poslovno-uradovalno sporazumevanje pomembna dejavnika za uspešnost v poslovnem svetu. Vsekakor pripomoreta k dobri predstavitvi organizacije, zaposlenih in načinu delovanja. Z vidika ustanove bi bilo smiselno organizirati izobraževanja za izpopolnjevanje znanja zaposlenih o poslovnem bontonu ter poslovno-uradovalnem sporazumevanju. Ugotovili smo, da je poznavanje poslovnega bontona in poslovno-uradovalno sporazumevanje v ustanovi prisotno in pomembno za poslovno uspešnost. Business etiquette and formal business communication play an important role in the business world. It is important that they are taken into account where people do their work on a daily basis. Business etiquette and communication are skills that can lead to success. The purpose of the thesis was to determine what are the factors that tell us what is acceptable in a particular environment in business-official communication and what is not, whether employees in selected institutions know and understand the rules of business conduct, to what extent they are implemented in practice at the workplace, to get acquainted with the rules of creating business-official texts and to formulate possible proposals or solutions for improving the situation in the studied field. This bachelor’s thesis uses different research methods. The theoretical framework includes a domestic and foreign literature review as well as a review of sources in the fields of formal business communication and business etiquette. The empirical research was conducted by following the survey method. Business etiquette and formal business communication have been found to be important factors for success in the business world. They definitely contribute to a good presentation of the organization, employees and the way it works. From the point of view of the institution, it would be sensible to organize trainings to improve the knowledge of employees about business etiquette and formal business communication. Based on the results, we found that knowledge of business etiquette and formal business communication in the institution is present and important for business success.

Pravila vedenja igrajo tako v zasebnem kot v profesionalnem življenju veliko vlogo. Velikokrat so prvi korak proti novim priložnostim ali zastavljenim ciljem. Torej se z upoštevanjem pravil bontona lahko ustvari dober vtis, ki je dobra podlaga za nadaljnje sodelovanje, hkrati pa se je z učenjem pravil poslovnega bontona mogoče izogniti neprijetnim situacijam na katere se ne bi znali pravilno odzvati. V vsakdanjem življenju je mogoče velikokrat zaslediti stereotip, da so mlajši vedno bolj neolikani in ne poznajo niti osnovnih pravil bontona, pa naj bo to v zasebnem ali poslovnem življenju. Namen diplomskega dela je zato pripomoči k razumevanju uporabe bontona med mlajšo in starejšo populacijo in podati predloge s katerimi je mogoče splošno poznavanje poslovnega bontona in njegovih pravil še izboljšati. Diplomsko delo je razdeljeno na dva dela. Prvi del zajema analizo obstoječe literature s tega področja in opredelitev pojmov, ki se nanašajo na obravnavano tematiko, drugi del pa predstavlja raziskava. Izvedena je bila s pomočjo anketnega vprašalnika, s katerim se je preverjalo znanje na področju poslovnega bontona. Rezultati anketnega vprašalnika so pokazali, da se poznavanje poslovnega bontona med obema generacijama bistveno ne razlikuje. Je pa znanje na tem področju, na splošno, precej slabo, in je tu še veliko prostora za izboljšave, katerih predlogi so predstavljeni na koncu diplomskega dela. Vsekakor bi bilo treba bontonu posvečati več pomena že tekom izobraževanja. Tematiko bi lahko vključili v šolski sistem, saj bi bilo tako najlažje ustvariti in vzdrževati pozitiven odnos in kulturo glede bontona. Rules of behaviour play a big role in both private and professional lives. They often represent the first step towards new opportunities or goals. By following the rules of etiquette, great first impression can be created, which represents a good basis for further cooperation, while avoiding unpleasant situations. In everyday life, it is often possible to come across the stereotype that younger people are impolite and are unfamiliar with even the basic rules of etiquette neither in personal nor professional life. The purpose of this thesis is therefore to help to understand the use of etiquette among the younger and older population and to make suggestions that can improve the general knowledge of business etiquette and its rules. The thesis is divided into two parts. The first part deals with the analysis of the existing literature in the field and the definitions of relevant topics, while the second part presents the research. The research was conducted with the help of a questionnaire, which was used to test the knowledge of business etiquette. The results of the survey indicate that the knowledge of business etiquette does not differ significantly between the two generations. However, the knowledge of this field is generally rather poor and there remains much space for improvement. Suggestions for improvements are presented at the end of the thesis. In any case, etiquette should be given greater importance through education. The topic could be included in the school system, as this would be the easiest way to create and maintain a positive attitude and culture regarding etiquette. Keywords

Poznavanje in upoštevanje bontona je zelo pomembno v zasebnem življenju, še bolj pomembno pa je poznavanje in upoštevanje poslovnega bontona v organizacijah javnega in zasebnega sektorja, saj tu ne gre le za predstavljanje samega sebe, temveč celotne organizacije, v kateri delamo. Poznavanje poslovnega bontona je v današnjem času eden izmed ključnih dejavnikov za uspeh in dobro delovanje organizacije. Pri tem ni dovolj le upoštevanje splošnih pravil, ki jih narekuje bonton, temveč so pomembna tudi pravila poslovnega bontona, ki jih določa organizacija in ostala literatura na tem področju. Namen diplomskega dela je bil povezan s tem, da analiziramo in ugotovimo poznavanje in upoštevanje pravil poslovnega bontona v javnem in v zasebnem sektorju. Ker je poslovni bonton zelo širok pojem, smo se v našem diplomskem delu osredotočili na tista področja poslovnega bontona, ki so pomembna za zaposlene v organizacijah javnega in zasebnega sektorja. V diplomskem delu smo najprej na kratko predstavili poslovni bonton, kasneje pa smo poslovni bonton razčlenili na dva dela in namenili poudarek poslovnemu bontonu v besednem komuniciranju in poslovnemu bontonu v nebesednem komuniciranju. Rezultati naše raziskave kažejo, da so zaposleni v zasebnem sektorju (55 %) bolje seznanjeni s pravili poslovnega bontona kot v javnem sektorju (33 %), čeprav so razlike pri poznavanju pravil razmeroma majhne. V javnem sektorju je imelo možnost izobraževanja v organizaciji samo 29 % anketirancev, v zasebnem sektorju pa 32 %. Če pogledamo rezultate raziskave, kjer smo anketirance spraševali po tem, ali bi se želeli udeležiti izobraževanja o poslovnem bontonu, če bi imeli to možnost, je 89 % v javnem sektorju in 76 % v zasebnem sektorju odgovorilo, da bi se izobraževanja želeli udeležiti. V javnem in zasebnem sektorju bi bilo potrebno vodstvu organizacije javnega sektorja priporočiti večji poudarek k uvajanju poslovnega bontona v organizacijah. To bo posledično pomenilo tudi več zadovoljnih strank in poslovnih partnerjev, nenazadnje pa tudi večje zadovoljstvo javnih uslužbencev, ki kažejo željo po možnosti seznanitve s poslovnim bontonom in nadaljnjem izobraževanju na tem področju. Knowledge and respect for etiquette is very important in private life, but even more important is the knowledge and respect of etiquette in public and private sector organizations, since it is not only about representing ourselves but the whole organization in which we are working. Knowledge of business etiquette is nowadays one of the key factors to successful and well-functioning organizations . It is not enough only to follow the general rules, that etiquette dictates, also important are those rules of business etiquette, that are dictated by an organization and other literature on this field. The purpose of this diploma thesis was to analyze and determine the knowledge and observance of the rules of business etiquette in public and private sectors. Since business etiquette is a very broad concept, we decided to focus on the areas of business etiquette, that are important for the employees of public and private sector organizations. In the thesis, we first briefly introduced business communication and business etiquette, but later on we divided business etiquette into two parts and emphasized business etiquette in verbal and non-verbal communication. The results of our study show that employees in the private sector (55 %) are more familiar with the rules of business etiquette than in the public sector (33 %), although differences in knowledge of the rules are relatively small. In the public sector, only 29 % of respondents had an education opportunity in the organization whereas in private sector 32 % of respondents had such opportunity. Looking at the results of the survey, where we asked respondents if they would like to attend business etiquette training if given the opportunity, 89% in the public sector and 76 % in the private sector answered that they would. In the public and private sectors, greater emphasis should be placed on the leadership of the public sector organization to introduce business etiquette in organizations. This would also mean more satisfied customers and business partners and, last but not least, greater satisfaction for civil servants who show a desire for familiarity and further education in the field of business etiquette.

Poslovni bonton se razlikuje od trga do trga. Mednarodni tržnik mora obvladati osnove poslovnega bontona v vsakem kulturnem okolju, ne glede na to, ali se na poslovno pot podaja prvič ali ne. Znati se mora soočiti z drugačno kulturo, vrednotami, prepričanji. Uspešnost mednarodnega tržnika je velikokrat posledica spoštovanja poslovnega bontona tuje kulture. V mednarodnem poslovanju je tveganje, ki izhaja iz kulturnega okolja neke države relativno visoka. Kulturno okolje tujega trga je sestavljeno iz družbenih organizacij in ustanov, norm in vrednot, religije, jezika, izobraževalnega sistema, umetnosti in estetike ter materialne kulture. Trženje in kultura se najbolj povezujeta skozi komunikacijo, poslovni bonton in organizacijsko upravljanje. V poslovnem bontonu sta ključna spoštovanje in upoštevanje drugačnosti. Mednarodni tržnik bo večkrat del konfliktov, saj so drugačne kulture pogosto težko sprejemljive. Zato je dobro, da posluje profesionalno, pošteno, potrpežljivo, in da upošteva poslovni bonton tuje kulture. Ključne sestavine poslovnega bontona so prvi vtis, verbalna in neverbalna komunikacija, poslovna oblačila in urejenost posameznika, pozdravljanje, poslovni sestanki, poslovni obed in poslovna darila. Kultura Rusije je pod močnim vplivom nekdanjega sovjetskega političnega režima. Zaradi tranzicije države se ruski poslovni bonton v primerjavi s poslovnim bontonom Japonske in Indije še vedno spreminja. Ruski poslovneži cenijo medosebne odnose, pravičnost ter poslovne partnerje, ki dobro govorijo njihov jezik. Vodja jim pomeni vse, medtem pa podrejeni v določenih podjetjih težko izražajo svoja mnenja. Japonci cenijo pripadnost svoji kulturi, delujejo timsko, spoštujejo hierarhijo, so potrpežljivi, posredni in gostoljubni. Indijci poskušajo vsako družinsko vrednoto povezati s poslovnimi vrednotami. Vzorec družinskega življenja prenašajo v poslovni svet, in podobno kot Japonci, strogo spoštujejo hierarhične ravni. V indiji imata spoštovanje avtoritete in ustvarjanje dolgoročnih odnosov s poslovnimi partnerji zelo pomembno vlogo. Business etiquette differentiates from market to market. An international marketer has to master the fundamentals of business etiquette in each cultural environment, regardless he embarks on the business trip fort he fisrt time or not. He has to be able to confront with different culture, values and beliefs. The successfulness of an international marketer is often the consequence of the respect of the business etiquette of foreign culture. In international business is the risk, which arises from the cultural environment of the country, relatively high. The cultural environment of a foreign market consists of social organisations and institutions, norms and values, religion, language, educational system, arts, aesthetics and, material culture. The marketing and the culture are the most through communication, business etiquette and organisation management. The key in the business etiquette are the respect and the observance of difference. An international marketer will be many times a part of conflict situations, since the different cultures are often being difficult to accept. Therefore it is good that he is doing business professionally, fairly and that he is considering the business etiquette of a foreign culture. The key ingredients of a business etiquette are the first impression, verbal and non-verbal communication, business clothing and the tidiness of an individual, the manners of greeting, business meetings, dining, etiquette and business gifts. The Russian culture is under the strong impact of former Sovjet policital regime. Because of the country's transition the Russian business etiquette, in comparison to the Japanese and the Indian one, is still changing. The Russian businessmen appreciate interpersonal relations, fairness and business partners who speak their language well. A leader means everything to them, whilst the subordinates in certain companies hardly express their opinions. The Japanese value the belonging to their culture, act in teams, respect hierarhy, are patient, indirect and hospitable. The Indians attempt to tie each family value to business values. They transmit the pattern of a family life in the business world and. Similarly as the Japanese, strictly respect the hierarchical levels. The respect of the authority and long-term relationships building with business partners have very important role in India.

Pravila vedenja imajo v vsakdanjem življenju pomembno vlogo. Pomembno je, da se upoštevajo v osebnem življenju in tudi v poslovnem svetu oziroma tam, kjer ljudje vsakodnevno opravljamo svoje delo. Olikano vedenje dopušča raznolike priložnosti in možnosti za doseganje različnih ciljev ali pa samo napredovanje na višji položaj. Vsak, ki pozna pravila in pomen poslovnega bontona, lahko razvije in odraža zelo lepe navade in lastnosti. Ljudje s takimi navadami imajo na več položajih in mestih večje možnosti in priložnosti, da dosežejo svoje cilje in uspejo v svoji poslovni stroki. Komunikacija in poslovni bonton sta veščini, ki sta vodilo do uspeha. Dejstvo je, da se lahko vsak posameznik nauči dobre komunikacije in primerne kulture, da se mu kdaj v poslovnem življenju ne bi zgodila neprijetna situacija in si s tem ne bi zapravil svoje poslovne priložnosti. Namen diplomskega dela je bil proučiti pomen poslovnega bontona in prikazati, kako ta vpliva na uspešnost organizacije. Namen raziskave, ki je bila izvedena z metodo anketiranja med zaposlenimi v izbrani organizaciji, je bil tudi ugotoviti, v kakšnem odnosu so zaposleni drug do drugega glede na svoj položaj, kako poteka komuniciranje in kako dobro obvladajo veščine poslovnega bontona. Rezultati raziskave kažejo, da zaposleni vsakodnevno skrbijo za dober odnos in dobro komunikacijo, dobro poznajo pravila poslovnega bontona in se zavedajo, da je dobro poznavanje poslovnega bontona vodilo uspešnosti in doseganja zastavljenih ciljev. Imajo željo po pogostejšem izobraževanju o poslovnem bontonu. Rules of conduct play an important role in everyday life. It is important for us to follow them in our personal life and in the business world or in our everyday work. Good manners in this area allow diverse opportunities and options for achieving of various objectives or just promotion to a higher place. Anyone who knows the rules and the meaning of business etiquette can develop and reflect excellent habits and qualities. People with such habits have more possibilities and opportunities to achieve their objectives in more positions and posts and to succeed in their business profession. Communication and business etiquette as skills lead to success. It is a fact that any individual can learn good communication skills and appropriate culture in order to avoid an unpleasant situation and therefore loss of his business opportunity. The aim of this diploma thesis is to investigate the meaning of business etiquette and to demonstrate its impact on the performance of the organisation. The survey executed by method of interview among employees in the selected organisation aims to discover how employees relate to each other given their working position, how the communication is conducted and to what extent they master business etiquette skills. The results of our survey show that the employees ensure daily a good relationship and communication, have a good knowledge of the rules of business etiquette and are aware that a good knowledge of business etiquette provides guidance for success and achieving the defined objectives. They desire a more frequent education as regards their knowledge of the business etiquette.

Namen diplomskega seminarja je prikazati pomen poznavanja poslovnega bontona, pri katerem se opredelimo na vrste poslovnega komuniciranja v besednem in nebesednem komuniciranju. V nadaljevanju se osredotočimo na kulturo in poslovni bonton na Kitajskem. V tem poglavju predstavimo temeljne značilnosti kitajske kulture ter se poglobimo v podroben opis uporabe kitajskega poslovnega bontona. V empiričnem delu diplomskega seminarja smo s pomočjo ankete ugotavljali poznavanje kitajskega poslovnega bontona v podjetju Alpina, d. o. o. Anketirali smo zaposlene, ki neposredno sodelujejo s kitajskimi poslovnimi partnerji. Preverili smo, kako dobro so seznanjeni s pravili kitajskega poslovnega bontona ter ali ta pravila upoštevajo in uporabljajo, kadar so v stiku s kitajskimi poslovnimi partnerji. Glede na rezultate smo ugotovili, da v podjetju Alpina, d. o. o., poznajo in uporabljajo kitajski poslovni bonton ter da zaposleni spoštujejo kitajske poslovne navade, kadar poslujejo z njimi. The aim of the thesis is to show the importance of understanding the business etiquette and define the types of business communication - verbal and non-verbal. Below we focus on the cultural and business etiquette in China. In this section we present the basic characteristics of Chinese culture, and go into a detailed description of the use of Chinese business etiquette. In the empirical part of the thesis we ascertained using a survey the knowledge of the Chinese business etiquette in the company Alpina, Ltd. We interviewed the employees who directly collaborate with business partners from China. We checked how familiar they are with the rules of the Chinese business etiquette and if these rules are respected and applied to the communication with Chinese business partners. Based on the results, we concluded that the employees of the company Alpina, Ltd., have knowledge of the Chinese business etiquette and comply with the Chinese business practices when dealing with them.

Namen naloge je bil predstaviti vpliv religije in poslovnih običajev na proces pogajanj pri izvozu opreme za živilsko industrijo. Vsak gospodarski subjekt – podobno kot tudi vsak posameznik – se v svojem življenju in delovanju sreča z različnimi kulturami in religijami. Vsaka izmed njih ima svoj edinstven vpliv na potek procesov v določeni družbi, državi, na celini ali pa kar svetu kot celoti. Nekatere religije imajo močnejši vpliv, spet druge manjšega, odvisno od kulturnih značilnosti, vzgoje, zgodovine, vrednot, načel itd. The purpose of this thesis is to present the impact of religion and business etiquette on negotiation processes within the food processing equipment industry. Each economic operator, as well as each individual, come across different cultures and religions at some point in their lives and each of those religions influences the course of processes in a certain society, country, continent and world as a whole in its unique way. Some religions have greater impact, others not so greater it all depends on the cultural factors, education, history, values, principles, and so on.

V prvem delu diplomske naloge sta splošno predstavljena kultura in proces komunikacije. Zaradi velikega števila raziskovalcev na tem področju obstajajo različne opredelitve pojma kultura in njegovih dimenzij. Predstavljenih je nekaj vodilnih avtorjev, njihovih modelov in definicij. Krajše poglavje je namenjeno tudi medkulturni komunikaciji, ki je ena izmed osnov za uspešnost v mednarodnem poslovanju. V nadaljevanju diplomskega dela je v ospredju poslovna komunikacija v mednarodnem okolju. Kot primeri so izbrane Nemčija, Italija in Japonska. Za vsako državo so predstavljeni parametri, napotki in nasveti za poslovneže, ki vstopajo v mednarodni svet poslovanja in komuniciranja. Culture and communication process are generally described in the first part of the diploma. Due to the large number of researchers in this field, consequently there are various definitions for the concept of culture and its dimensions. Most important authors, their models and definitions are described. A short chapter is dedicated to cross-cultural communication, which is one of the foundations for successful international business. In the second part the focus is on business communication in international environment. Germany, Italy and Japan are chosen and described as examples. Business etiquette, parameters, tips and advice for businessman entering the world of international commerce and communication are described for each country separately.

V diplomski nalogi smo želeli predstaviti in seznaniti bralca s pomenom poslovnega bontona v prodajnem procesu. Najpomembnejši dejavnik vsakega podjetja so zaposleni in njegove zmožnosti, sposobnosti, znanje, veščine, izobrazba itd. Podjetja, ki želijo ostati konkurenčna na trgu in uspešna, morajo slediti razvoju ter novostim. Podjetje Kompas shop d.o.o. skrbi za razvoj usposobljenosti kadrov ter strmi k temu, da svoje zaposlene dodatno usposablja in izobražuje. V prvem delu diplomske naloge smo podrobneje predstavili poslovni bonton v prodajnem procesu in prodajno vedenje. Vsebino smo razdelili na teoretični del, kjer smo opisali poslovno komuniciranje, odnose s strankami, urejenost delovnega okolja, poslovna oblačila, programe usposabljanja in usposabljanje zaposlenih. Drugi del diplomske naloge je sestavljen iz opisa okolja obravnavanega podjetja Kompas shop d.o.o. Opisali smo organizacijo družbe, zaposlene ter usposabljanje zaposlenih v podjetju Kompas shop d.o.o. Predstavili smo model, ki prikazuje stanje obstoječega modela usposabljanja v podjetju Kompas shop d.o.o. Na podlagi anketnega vprašalnika smo opravili raziskovalni del diplomske naloge, s katerim smo želeli ugotoviti, kako zadovoljstvo in zvestoba odjemalcev vplivata na prodajni proces. Na osnovi ugotovitev smo pripravili model usposabljanja prodajnega osebja v podjetju Kompas shop d.o.o. Model temelji na zdravem sistemu tekmovalnosti, ki bo imel učinek na zvišanje prodaje, kar posledično pomeni boljši poslovni rezultat podjetja in boljše prihodke prodajnega osebja. The aim of this thesis is to introduce and familiarize the reader with the importance of business etiquette in the sales process. The most important factor in any company are its employees, their abilities, knowledge, skills, competences, education level, etc. Companies that want to remain competitive in the market and be successful must follow and permanently implement developments and innovations. Kompas shop Ltd. is committed to continuous professional development of its employees and strives to up-date their knowledge and skills. In the first part of the thesis I introduced business etiquette in the sales process and sales behaviour. I divided the content on theoretical part with description of business communication, customer relations, and organization of the working environment, business clothing, education programmes and training of employees. Second part of the thesis is description of the environment of the company Kompas shop Ltd. I described the organization of the considered company and training of employees followed with the description of the training model in the company. Using the specially developed questionnaire to determine how satisfaction and loyalty of customers effect on sales process I conducted the research part of the thesis. Based on the findings of the analysis I suggested a new training model of the sales staff in the company, which is designed on ‘healthy’ competitiveness and will effect on increasing sales consequently in better revenue of the sales staff and company in general.

Nobena poslovna strategija ne more biti uspešna, če nima popolne podpore menedžmenta, hkrati pa morajo menedžerji in zaposleni imeti pred seboj jasno vizijo z natančno določenimi cilji, v kateri bo svoje mesto prepoznal vsak. Pri uvajanju sprememb v delo zaposlenih je nujno izobraževanje. Pri tem ni pomembno le, da se zaposleni seznanijo z idejnim konceptom upravljanja odnosov s strankami (ang. CRM - Customer Relationship Management) in bančnimi aplikacijami, temveč morajo spoznati svojo vlogo v celoti. Pri tem je potrebno dvigniti raven pripadnosti podjetju, zaposlene pravilno motivirati za delo ter jih ne nazadnje naučiti učinkovitega komuniciranja s stranko ter poslovnega bontona. Prvi stik zaposlenega s stranko je navadno odločujoči dejavnik, ali bo podjetje s stranko vzpostavilo poslovni odnos, vsak nadaljnji stik pa pomeni uspešno nadaljnje sodelovanje s stranko kot partnerjem podjetja. Stranka je danes dobro podučena in se zaveda svojih pravic in želja. Banka mora slediti željam in zahtevam stranke, hkrati pa biti korak pred njimi, da prehiti konkurenco v boju za strankami in s tem za dobičkom. Banka ponuja različne storitve in tehnološko podporo strankam, a tisti del banke, s katerimi imajo stranke v večini poslovni odnos, so ljudje. Za doseganje največjega dobička in največjega zadovoljstva strank banka ne sme prepuščati nič naključju, zato mora v prvi vrsti izobraziti svoje zaposlene, da poznajo, kar prodajajo ter obvladajo poslovni bonton. Prilagodljiva in prijazna banka je uspešna banka. Zaposleni se zavedajo pomena ustreznega pristopa do stranke, kljub temu pa smo določene hipoteze zavrnili. To je pokazatelj, da je potrebno zaposlene dodatno ozavestiti glede njihovega prispevka k uspešnosti podjetja, ki ga kažejo z načinom, kako obravnavajo stranko. None of the business strategy can be successful if it has no support from its management. Management and all the employees have to know the bank's vision and its goals. When the bank is trying to make changes in the work process, employees have to be educated properly. It is not enough just to educate them about Customer Relationship Management (CRM) or other applications, first they have to be aware of their role in the bank. They have to become a part of the company, they have to be motivated to work and also have to be taught how to communicate with customers and about business etiquette. First customers' contact with the bank is the most important in making a partnership between the customer and the bank but the following contacts are also important. Customers these days are well educated and they are aware of their wishes. The bank has to follow their wishes and demands and always be a step in front of them to beat the competition on the market and win more profit. The bank offers different services and technical support to its customers but what matters in working with customers is personal touch. To achieve profit and to make customers satisfied, everything has to be under control so employees have to be educated to know the products they are selling well and need to be good at using the business etiquette. Only a flexible system and a friendly bank is a successful bank. Employees are aware of the importance of the right approach towards the client but we rejected some of the hypotheses nonetheless. This is an indicator of the necessity to further educate employees about their contribution towards their company's success which is expressed by the way they deal with a customer.

Diplomska naloga predstavlja poslovni bonton, torej pravila obnašanja in življenja v poslovnem okolju. Zato smo najprej v teoretičnem delu opravili pregled literature ter opredelili osnovna pravila uporabe poslovnega bontona, torej kakšne oblike predpisuje sodobno poslovno komuniciranje z osebnim (pozdravljanje, naslavljanje, vikanje in tikanje ter komuniciranje med zaposlenimi in strankami) in telefonskim komuniciranjem ter videzom. V empiričnem delu diplomske naloge smo s pomočjo ankete ugotavljali, ali so zaposleni, ki so v neposrednem stiku s strankami, seznanjeni s pravili poslovnega bontona in ali le-ta pravila upoštevajo. Glede na rezultate smo prišli do zaključka, da je poznavanje poslovnega bontona v podjetju prisotno in pomembno za poslovno uspešnost. The thesis presents the business etiquette, which is a set of rules for social behavior and functioning within the business environment. In the first, theoretical part we reviewed the literature and defined the basic rules of applying the business etiquette and which forms the modern business communication prescribes when communicating in person, over the phone and visually. In the next, empirical part, we used a survey to determine whether the employers, who are in direct contact with the client, are familiar with the rules of business etiquette and if they take them into the account. The results show that understanding of the business etiquette in the company is present and crucial for the company’s successful business performance.

V diplomskem seminarju smo proučevali kako indijska kultura vpliva na proces pogajanj. Predstavili smo pojem kulture in njene sestavine ter glavne značilnosti. Prav tako pa smo definirali tudi pogajanja in podrobneje opisali sam pogajalski proces, pristope k pogajanju, strategije ter taktike pogajanj. Spoznali smo, da mora biti vsak poslovnež, ki se pogaja s tujimi poslovneži oziroma s pripadniki drugih kultur, zelo dobro seznanjen s kulturnimi razlikami. Dobro mora poznati poslovni bonton in običaje tuje kulture, saj le tako lahko uspešno posluje. Za uspešen sporazum pri mednarodnih pogajanjih je upoštevanje kulturnih razlik torej bistvenega pomena. V indijskem poslovnem svetu managerji in ostali poslovneži velik pomen pripisujejo nenapisanim pravilom. Spoštovanje do kulture in do drug drugega izražajo predvsem z neverbalnim komuniciranjem – s kretnjami, mimiko obraza, govorico telesa, s pogledom, z dotiki, z izgledom in obleko. V zadnjem delu smo zato predstavili dejanski vpliv indijske kulture na pogajanja in podrobneje opisali poslovne indijske običaje. Prikazali smo kako potekajo poslovna srečanja, poslovne večerje ali kosila ter s kakšnimi darili lahko obdarujemo indijske poslovneže. Spoznali smo, da so Indijci zelo natančni in točni ter, da se držijo obljub in dogovorov. Pogajanja v Indiji so glasna in intenzivna, na odločitve pa pogosto vplivajo odnosi in čustva. In diploma work we have studied how indian culture influences on negotiation process. We have described the definition of culture, elements of culture and main fatures. We have presented the negotiation process, negotiation approaches, strategies and tactics. We have learned that every businessman have to be prepared on business negotiation with members of other culture. He have to know a lot about cultural differences, business etiquette and business customs. In Indian business world, unwritten rules are very important for managers and other businessmen. They show their respect to culture and to each other especially with non-verbal communication – with gestures, facial expression, body language, eye-contact, touching, appearance and clothing. In the last part of diploma work, we have indicated influence of indian culture on negotiations and described indian business customs. We have presented business meetings, business dinners or lunches and which business gifts are recommendable for indian businessmen. We have learned that Indian people are very exact. They keep their promises and agreements. Negotiations in India are very loud and intensive. Relationships and emotions have very big influence on making decisions.

V diplomski nalogi smo predstavili pojme kulture, medkulturnih razlik ter osnove poslovnega bontona. Na kratko smo predstavili splošne znamenitosti Slovenije in Kitajske, in njune gospodarske ter zgodovinske značilnosti, največ poudarka pa smo namenili poslovnemu bontonu oziroma medkulturnim razlikam. Analizirali smo dosedanje skupno poslovanje teh dveh držav ter ugotovili, da sta Slovenija in Kitajska povezani še iz časov Jugoslavije. Očitno smo uspeli dobro preučiti njihovo kulturo (in Kitajci našo), saj vse od takrat tudi poslovno sodelujemo. Poslovanje sicer poteka v – glede na velikost kitajskega trga - majhnem obsegu (trenutno je na kitajskem trgu približno 30 slovenskih podjetij), vendar so pogovori vodilnih iz obeh držav pokazali v smer obojestranske zainteresiranosti za nadaljevanje dobrih poslovnih odnosov ter posledično manjših birokratskih ovir pri vstopu na kitajski oziroma slovenski trg. In this thesis I presented the concept of culture, intercultural differences and the basics of business etiquette. I shortly introduced some main Slovenian and Chinese charachteristics as well as business and historical characteristics of both countries, by putting the biggest emphasis on business etiquette and intercultural differences. I analysed the previous common trading and found out that Slovenia and China had found their first connection back in times of Yugoslavia. We have obviously studied their culture well enough (and they have studied ours), since we have been involved in a bussiness cooperation ever since. The participation of Slovenian companies on the Chinese market is small, regarding its size (currently there are aproximately 30 Slovenian companies on the Chinese market). Nevertheless, the communication among the leaders of both countries indicates in the direction of mutual interests for continuation of good business relationships and consequently less bureaucratic obstacles in entering the Chinese or Slovenian market.