Reputation of civil advisory bureaus in the Czech Republic

This diploma thesis is focused on the specifics of civil counseling. The aim of the thesis is to examine how social workers in citizen advice bureau deal with the specifics of counseling, with a focus on its openness, anonymity, and complexity. Attention is paid to coping with uncertainty in working with clients, the use of improvisation, the professional competencies of counselors, and forms of support for them. The theoretical part deals with the foundations of civil counseling, the counseling process, and the issues of stress and uncertainty in social work. The methodological part describes qualitative research based on document analysis, interviews, and a field diary. The empirical part provides an analysis and interpretation of the data obtained. The concluding discussion formulates recommendations for improving the working conditions of counselors with an impact on the quality of the counseling provided. Key Words: civil counseling, openness of social services, complexity, coping with stress, uncertainty, improvisation, competence, forms of support