Interpersonal/Human Relations Skills Secretaries Require
For Effective Job Performance In Industries (Case Study Of
Industries In Enugu Urban)
TABLE OF CONTENT
Title page
Approval page
Acknowledgement
Abstract
List of tables
Table of content.
CHAPTER ONE
INTRODUCTION
1.1
Background of the study
1.2
Statement of the problem
1.3
Significance of the study
1.4
Purpose of the study
1.5
Research questions
1.6
Delimitation of the study
CHAPTER TWO
REVIEW OF RELATED LITERATURE
2.1
Who is a secretary
2.2
The role of a secretary in the industry
2.3
The concept of skill
2.4
Interpersonal skills
2.5
Human relations theory/skills
2.6
The expectant interpersonal skills of a secretary
2.7
Impact of management – Boss perception on secretaries performance
2.8
Summary of review of related literature
CHAPTER THREE
METHODOLOGY
3.1
Design of the study
3.2
Population of the study
3.3
Sample and sampling techniques
3.4
Description of the instrument used
3.5
Validity of the instrument
3.6
Administration and collection of instrument
3.7
Data analysis.
CHAPTER FOUR
PRESENTATION AND ANALYSIS OF DATA
4.1
Analysis of research question
4.2
Research question 1
4.3
Research question 2
4.4
Research question 3
4.5
Research question 4
CHAPTER FIVE
DISCUSSION
OF
RECOMMENDATIONS
5.1
Discussion of findings
5.2
Conclusions
5.3
Recommendations
References
FINDINGS,
CONCLUSION
AND
Appendixes
Appendixes 1 questionnaire
Appendixes 2 Introduction letter.
CHAPTER ONE
INTRODUCTON
1.1
BACKGROUND OF THE STUDY
Human Relations refers to a management tool that is concerned with
the integration of people into a work face. It is the study and application of
knowledge about human in an industry as it relates to other systems.
Human relations come about at the early stages of industrial Revolution on
the 18th century when land, labor, capital and entrepreneur were the focus
of industries as a means of serving community interest. The objectives and
goals of industries/organizations later transformed to relationship and
finally to human relations concept.
A group of researches organized by Elthen Mayo (1927 – 1932),
established human relations in industries to motivate workers, ensuring
cooperation and maximum production for their survival in a dynamic
business world, thus escaping the dehydrated or depersonalized atmosphere
of the work place or industry. The neoclassic therefore, rate human
relations as the fifth important factors of production. The secretary helps in
the achievement of the above goal as she is well equipped by her training to
carryout functions that ensure harmony amongst people and create good
organizational image. Experience shows that some employers who have
acquired the necessary technical skills in respective occupational fields
have failed in their job because of their poor attitudes and lack of their
interpersonal/human relations skills.
Secretaries are therefore, someone who carryout official duties with
a good sense of relatively and a realization that things, have order of
importance and the skills in discovering what this order is, by keeping
abreast with colleagues, the boss and the customers thereby maintaining a
cordial relationship amongst members of the organization, enhancing its
efficiency and boosting the image of the organizations to the public.
A secretary and indeed every employee should develop human
relations skills as it will make for human relations skills as it will make for
harmonious existence among the workers of an industry, thereby increasing
productivity and makes the secretary to last and progress on the job.
Since the human specie inhabited the earth centuries ago, their
behavior has been a subject of public discourse and compared to the
applied science, the study of human behavior is relatively new
Industries exist to achieve a set objectives or goals. In accomplishing
the broad objectives of the industry, the individuals involved also attained
objectives that are of great importance to them.
In order to understand people, we need to consider the whole person.
The human being is total person influenced by input received from external
factors. For example, family, schools, trade associations, political
associations etc, the secretary in dealing with people must consider the
impacts of these forces on the workforce.
It thus, becomes imperative to recognize that individuals are much
more than a productive factor, they are citizens members of a social system
in any industry and they vitally influence demand and supply.
In recognition of this, it is then believed that there is no average
person people are unique in their own ways, they play different roles, they
have different needs, different ambitions, attitude, different levels of
knowledge and skills and different potentials, it then becomes imperative
for the secretary to recognize these unique differences in human behaviors.
Hence good human relations/interpersonal skills of secretaries ensure
good quality in both human and material resources in industries.
Interpersonal skills breed harmonious co-existence which ensures
organizational and industries efficiency that leads to organizational
success. Society that lack human relations oriented secretaries would find it
difficult to attain her desired objectives hence this study.
1.2
STATEMENT OF THE PROBLEMS
The secretary can be looked upon as a vital link in an organization,
an image makers, more that than that, she is expected to carry out nearly a
thousand different activities in assisting the executives (Wikdall 1958). The
inability of some secretaries to meet up with these expectations has brought
frustration to their bosses. This has equally raised quarrels between the
secretary and her boss, other employees, customers and the public of which
the reason might be lack of interpersonal/human relation’s skills. This
might results from the defectiveness of the academic curriculum and the
secretary
being
the
nerve
center
of
the
organization
requires
interpersonal/human relations skills to function effectively. More often
than not, these interpersonal/human relations are not found in the
secretaries. These among others necessitate the need for this research work.
1.3
PURPOSE OF THE STUDY
The main purpose of this research is to find out the
interpersonal/human relations skills secretaries required for effective job
performance in industries in Enugu urban specially the study will.
1. Ascertain the interpersonal/human relations skills secretaries require
for effective job performance in industries
2. Determine the perception of the secretaries, bosses on the
interpersonal/human relations skills secretaries require for effective
job performance.
3. Find
out
the
perceptions
of
the
secretaries
on
the
interpersonal/human relations skills secretaries require for effective
job performance.
4. Ascertain the perception of the customers of the industries on the
interpersonal/human relation skills secretaries require for effective
job performance.
1.4
RESEARCH QUESTIONS
To achieve the above objective, the following research questions will guide
the study,
1. What are the interpersonal/human relations skills secretaries require
for effective job performance in industries.
2. What are the perception of the boss on the interpersonal/human
relations skills secretaries require for effective job performance.
3. What are the secretaries perception on the interpersonal/human
relations skill secretaries require for effective job performance
4. What interpersonal/human relations skills do customers perceive as
important to secretaries for effective job performance.
1.5
SIGNIFICANCE OF THE STUDY
Secretaries play vital roles as to the promotion of production
efficiency and attainment of the organization’ objectives. This research
work will then be significant to the management and staff of industries in
Enugu urban and also to other organizations in Nigeria. They will be able
to harmonize their interpersonal/human relations as this would help to
avoid conflict in the organization.
Practicing secretaries would as well benefit since they would be
acquainted with the interpersonal/human relations skills they require for
effective job performance.
Additionally, it will provide guidelines on how to deal with problems
arising from secretary-boss relationship. As it will encourage the boss to
perceive the secretary in a positive light and evolves policies that could
integrate secretaries into management team hence facilitate job
satisfactions and improve the performance amongst secretaries.
The result of this study would be useful to the secretary, colleagues
as it will advise on the ways relationships between these people can be
enhanced for achievement of the organizational goals.
The customers to the organization would also benefit from the study
as they become aware of the significant of good interpersonal/human
relations and why secretaries respond the way they do at times.
1.6
DELIMITATION OF THE STUDY
This study is limited to industries in Enugu urban. The study is
limited based on the fact that there is no time and material resources to see
to the whole industries in Enugu state.
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