THE EFFECT OF HUMAN RELATIONS ON THE PERFORMANCE OF A SECRETARY IN AN ORGANIZATION (Survey Study of Selected Organization in Kaduna Metropolis)
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THE
EFFECT OF HUMAN RELATIONS ON THE PERFORMANCE OF A SECRETARY IN AN ORGANIZATION
(Survey
Study of Selected Organization in Kaduna Metropolis)
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. Harrison (2003) observes that this aspect of
secretarial work requires very special qualities such as: Tactfulness,
sympathy, tolerance, genuine liking for people and desire to help them. The
secretary’s relationship with the people will be much easier if he or she
understand the reaction of human being to various situations, which may arise
in the course of normal day’s business.
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 Kaduna metropolis.
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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