Jačanje komunikacijskih kompetencija državnih službenika u pružanju javnih usluga
Strengthening the Communication Competencies of Civil Servants in Providing Public Services

Summary/Abstract: Communication is by definition a two-way process, ie. the process of sending and receiving messages. Business communication is one of the most interesting areas today. In the last twenty years, at the time of the beginning of globalization and global business, more attention has been paid to the importance of business communication. Strengthening the communication competencies of civil servants in the provision of public services is a special challenge for the civil service in our country, especially at lower levels of administrative organization. In the business process, the most important thing is to respect the needs and desires of target users, to integrate communication with other business functions in such a way that the needs and desires of the target public become a priority. Today’s modern business in order to be successful and give positive results, the exchange of information between participants in the business process must be raised to the highest possible level of communication. Communication is one of the most basic elements of business, because it permanently helps better business and improves relationships, which means that good communication increases the credibility of the institution / company, and poor communication reduces it. Today, the process of communication is realized through numerous channels. Trends related to modern business communication place their emphasis on addressing the interlocutors and the public as personally as possible. Today, institutions are changing their traditional communication, which took place by phone, fax and mail, with electronic communication, so it can be concluded that in this sense, e-mail, social networks, blogs, online media, video conferencing, etc. are being used. all with the aim of more successful communication, especially with the external public.

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