TREBAMO LI MIJENJATI SVOJE KOMUNIKACIJSKE VJEŠTINE? PRIMJER GRADSKE I SVEUČILIŠNE KNJIŽNICE OSIJEK.

Communication skills belong to the fundamental skills for librarians, especially those who work in user departments. But, the question is how successful are we really in communication with our users? Do we manage to communicate our message to them, and if we do, to what degree? This paper presents the findings of the research conducted at the City and University Library in Osijek. The research was qualitative in nature, and conducted on two focus groups in order to gather the necessary data. One group consisted of the librarians, and the other of the users of the City and University Library in Osijek. Through the analysis of real-life situations, the research focused on communication errors and problems, but has also shown the examples of positive practice in the librarian-user everyday interactions. The paper offers suggestions for improvement of librarian communication skills. [ABSTRACT FROM AUTHOR]