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IMPACT
OF HUMAN RELATIONS SKILLS ON JOB PERFORMANCE OF SECRETARIES
ABTRACT
This study was conducted to ascertain
the effect human relations on the performance of a secretary in an
organization, Research have shown that the position of a secretary and human
relations in an organization and the fact that most secretaries failed to exhibit
good human relations between their colleagues and the general public which may
negatively influence the organization in achieving their objective and goals.
The objective of this research is to find out the effect of human relation on
the performance of a secretary in an organization, to be able to consider the
effect of human relations on the performance of a secretary in an organization,
questionnaire and interview method was employed as a source of data collection.
Data were analyzed by the mean values of the respondents based on the cut off
point from the value allocated to the 4 point scale, which the findings
revealed that the secretary’s work is based on human relations to a very large
extent since almost every task he/she perform involves other people in some
stage, that is, the boss, subordinates and his colleagues in the organization,
it was recommended that secretaries should have a good background of
secretarial studies and basic principles of human relations while in school,
and also secretaries should be inquisitive to lean a new task and should be
communicating with other professionals in the field of study.
TABLE OF CONTENTS
Page
Title Page… … … … ... … … … … … i
Declaration … … … … … … … … … ii
Approval Page … … … … … … … … iii
Dedication … … … … … … … … … iv
Acknowledgement … … … … … … … … v
Abstract … … … … … … … … … vi
Table of Contents … … … … … … … … vii
List of tables
CHAPTER
ONE
|
|
Introduction
|
|
|
1.0 |
Background of the Study |
|
|
1.1 |
Statement of the Problems |
|
|
1.2 |
Purpose of the Study |
|
|
1.3 |
Research Questions |
|
|
1.4 |
Significance of the Study |
|
|
1.5 |
Limitation of the Study |
|
|
1.6 |
Scope of the Study |
|
|
1.7 |
Definition of Terms |
|
|
|
CHAPTER
TWO |
|
|
|
Literature
Review |
|
|
2.0 |
Introduction |
|
|
2.1 |
What is a Human Relations |
|
|
2.1.1 |
The Importance of Human Relations |
|
|
2.1.2 |
Relationship at Work |
|
|
2.1.3 |
Nature of Human Relationship |
|
|
2.1.4 |
Scope of Human Relationship |
|
|
2.1.5 |
Personnel Relationship |
|
|
2.1.6 |
Human Relations Movement |
|
|
2.1.7 |
Human Relations as Field of Study |
|
|
2.1.8 |
Understanding Human Behaviour |
|
|
2.1.9 |
Types of relationship |
|
|
2.2 |
Techniques for Handling Difficult People |
|
|
2.3 |
The Secretary and Human Relations |
|
|
2.4 |
Who is a Secretary |
|
|
2.4.1 |
Duties of a Secretary |
|
|
2.4.2 |
Quality of a Secretary |
|
|
2.5 |
Personal quality |
|
|
2.5.1 |
Business qualities |
|
|
2.6 |
The Effect of Human Relation on the performance of a
Secretary |
|
|
2.6.1 |
Relationship between the Secretary, Clients and Customers |
|
|
|
Summary of Literature Review |
|
|
|
CHAPTER
THREE |
|
|
|
Research
Methodology |
|
|
3.0 |
Introduction |
|
|
3.1 |
Area of the Study |
|
|
3.2 |
Population of the Study |
|
|
3.3 |
Sample and Sampling Techniques |
|
|
3.4 |
Method of Data Collection |
|
|
3.5 |
Instrument of Data Collection |
|
|
3.6 |
Validity of the Instrument |
|
|
3.7 |
Administration of the Instrument |
|
|
3.8 |
Data Analysis Techniques |
|
|
|
CHAPTER
FOUR |
|
|
|
Data
Analysis and Interpretation |
|
|
|
Introduction |
|
|
|
CHAPTER
FIVE |
|
|
5.0 |
Introduction |
|
|
5.1 |
Summary |
|
|
5.2 |
Conclusion |
|
|
5.3 |
Recommendation |
|
|
|
Area for further research |
|
|
|
Reference – Questionnaires |
|
CHAPTER ONE
INTRODUCTION
1.0 Background of the Study
The
secretary’s work is based on human relations to a very large extent. Almost
every task he or she performs involves other people at some stage that is, the
boss, subordinates and his colleagues in the organization as a whole and even
the general public at large.
According
to Jennings (2002), human relations involve the activities and relationship
resulting from the interaction of two or more people in an organization, human
relations concern the reason for the degree of
motivation they posses, by definition, the secretaries occupies an
important position in an office. Some of the numerous services the secretaries
rendered are; to support and assist the managers as well as the directors of
the company with their work, making appointment for the boss, receiving
callers, receiving visitors to the organization and making telephone calls.
Other secretaries perform a mite range of human and material resources and also
assist the boss in implementation of policies and sometimes attending meetings
on behalf of the boss. The secretary has to make a detail note of the
proceedings of the entire meeting and this includes documenting the activity
and the matter discussed during the meeting.
The
boss and the secretary should view each other as professionals in different
field and recognize that there is inter-dependence of roles regarding their
work. The secretary should see the boss as a partner and try as much possible
to play the role of junior partner and also to learn how to apologize
gracefully and to accept constructive criticism from the boss as well as the
people they relate with in their surrounding. In an organization, a secretary
comes across a lot of people and it is the secretary’s responsibility to
cooperate with them at all times, he or she also should ensure that there is no
conflict of loyalty which may arise when a supervisor attempts, to exercise
authority in relation to the use of his or her time. Harding (2004) state that,
“the secretary should treat his or her colleagues as he/she would like them to
treat him”. The secretary’s role in dealing with the business community and
inter-populace is very important to any organization.
1.1 Statement of the Problem
Recent
research have shown that the position of a secretary and human relations in an
organization, and the fact that most secretaries failed to exhibit good human
relations between their colleagues and the general public, the researchers
shall address the study to the following problems.
Some
secretaries do not have good cordial relationship with their customers and
their employers.
Some of the secretaries failed to carry out
good human relations practice which is expected of them, and failure to do so,
the organization suffers low production and patronage and even the job would
not be effectively done.
1.2 Purpose of the Study
The main purpose of the study is to find out
the effect of human relation on the performance of a secretary in an organization.
However, some specific purposes are listed
below
i.
To determine the effect of
human relation in organizational productivity.
ii.
To identify the effect of poor
secretary or colleagues relationship on organizational image performance.
iii.
To ascertain if secretaries
have specific role to play in human relations in an organization.
1.3 Research Questions
The researchers will attempt to answer the
following research questions
i.
What are the effects of human
relations in organizational productivities?
ii.
What are the effects of poor
secretary or colleague’s relationship on organizational image performance?
iii.
Do secretaries have specific
role to play in human relations in an organization?
1.4
Significance
of the Study
The
researchers strongly believe that the outcome of this study will provide
greater opportunities to secretaries by wilding their understanding on the
concept of management segmentation and it uses as a strategy for correctness.
The
major significance of this study is to expand the writer’s knowledge and
understanding regarding the study.
It
is also the significant of this research to present useful guide to
organizations in view of improving the human relation activities of their
secretaries. And to suggest the need for an organization to employ a qualified
and competent secretary.
The
research work is also meant to serve as a reference for further research work
that would be carried out by students.
1.5
Limitation
of the Study
Research
project of this nature encounters one problem or the other. The following are
the limitation and constraint encountered in carrying out the study.
Ø
Unwillingness to disclose some
vital documents of the organization to the researchers, this is due to the fact
that the company considers some information so confidential.
Ø
Financial constraint is also
another problem that limits this study. Due to the present economic situation
in the country that in involved high cost of writing materials such as,
stationery used for typing the project and also the cost of transportation.
Ø
Time factor due to classroom
lectures and assignments which often contradict with the time needed to get
information from the respondents.
1.6
Scope
of the Study
This
research work is aimed at the Effect of Human Relations on the Performance of a
secretary in an Organization, in selected organization in
1.7
Definition
of Terms
Human
Relations: A human relations is the behavioral science
which deals with person, inter-personal, inter-work, groups and management of
employee’s relationship in social system. A secretary acts as a gateway between
visitors, callers and other workers in the office
Secretary: A secretary performs tasks similar to an
executive or administrative assistant. Therefore, a secretary is the one who
coordinates the daily routines of an office and organizes the office schedules
and paperwork.
Administration: An
administration can also be call the management, i.e. the affairs of a company
or the place paper work is being carried out.
Executive: an executive assistance is the one
who work for the company officer (at both private and public institutions), and
possess the authority to make crucial decisions affecting the direction of such
organization and is therefore a resource in decision making and policy
setting.
Organization: This is a situation where an organized
people or group of people work together in order to arrive at a meaningful
decision.
Relationship: This is the way of communicating and
relate effectively with other people.
Office: An Office is a building that
belongs to an organization where people carry out their daily activities.
Colleague: Is the people who work together
within an organization, business partners or class mate.
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