THE EFFECT OF HUMAN RELATIONS ON THE PERFORMANCE OF A SECRETARY IN AN ORGANIZATION

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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ABSTRACT

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

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.

 

 

 

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