IMPACT OF HUMAN RELATIONSHIP ON THE JOB PERFORMANCE OF SECRETARIES IN FINANCIAL INSTITUTION

CHAPETR ONE

1.0   INTRODUCTION 

1.1        Background of the study

1.2        Statement of problem

1.3        Objective of the study

1.4        Research Hypotheses

1.5        Significance of the study

1.6        Scope and limitation of the study

1.7       Definition of terms

1.8       Organization of the study

CHAPETR TWO

2.0   LITERATURE REVIEW

CHAPETR THREE

3.0        Research methodology

3.1    sources of data collection

3.3        Population of the study

3.4        Sampling and sampling distribution

3.5        Validation of research instrument

3.6        Method of data analysis

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS AND INTERPRETATION

4.1 Introductions

4.2 Data analysis

CHAPTER FIVE

5.1 Introduction

5.2 Summary

5.3 Conclusion

5.4 Recommendation

Appendix

 Abstract

A lot of us after graduating from our schools of higher learning are still ignorant about what it takes to work with people in neither an organization nor so those posses any knowledge of psychology. Most of the executives, especially the secretaries we are focusing our attention on, can recite a set of rules when asked how to handle a specific situation, but are at a loss when human relations function are relegated to the background, the effect on an organization will be counterproductive especially if the staff do not know and follow the laid down procedures of human relations. Therefore, this research paper will most importantly on how the secretary assumes her responsibilities in the office environment can apply human relation skills in working with subordinate and her boss, and also to achieve the desired objectives expected of her.  A good number of secretaries were interviewed with their bosses and subordinated and questionnaires were administered to them. This was to find out the impact of human relation functions on job performance of personal secretaries in financial institutions.

 CHAPTER ONE

INTRODUCTION

• Background of the study

One of the basic problems in the society si just how workers should be motivated to achieve the goals in our industries. It is not an easy thing to go by since a little percentage of workers derive slight personal satisfaction from the jobs and enjoy little sense of accomplishment or creativity  This is why Carvel F.J in his book “Human Relation in Business” stated that in “Large organization people work together, follows instructions and order they do not understand” just few workers have the opportunity of self-expression or freedom. Then the question remains, how this employees could satisfy their personal need and that of the organization they are working with. How can the secretary motivate workers at all levels of the organization? This was the slaying of those who are old in the profession but to the way they view it, as frustrating and unrewarding. The young workers who faces the prospects of going to work with great fear of uncertainty (lack of understanding as regard to the new job or even inexperienced ones, need to develop their behavior which will help them adopt to the conditions of the job) The best approach for a secretary to apply is the scientific and methodological system of human relations to achieve the desired goals and objectives of her organization. It is quite obvious that human relations deals with the interaction of a wide range of circumstances and of course social setting but I am going to limit this to the office conditions especially in financial institutions. Carvel F.J (1977) say “That human relations can be pleasant and rewarding” the relationship between a secretary and co-worker, the boss and others even customers in her working environment should be very cordial in her day to day dealings. This he said will be compared with that of husband and wife, lecturers and students parents and their children.  Human relations is vital because it creates avenue for people to interact with both in offices and other parastatals because it has an influence over the nature and manner with which individual work out solutions to the problems in which they are confronted with. The secretary with his or her psychological skills is also expected to understand different moods of co-workers, customers, the work conditions and how to arrest difficult situations in the office, how to get the best from his present group and how to take care of unexpected situation successfully.

1.2 STATEMENT OF THE PROBLEM

For a good number of reasons, secretaries in some of our financial institutions have been finding it very difficult to cope with the performance of their function as it regards to human relations. This has generated a lot of problems for secretaries. Some of the situations are witnessed when an intolerant boss makes a mistake in the course of his duties with the secretary, but fails to admit such mistakes; rather he costs the blames on the secretary. Struggling to meet up with the demands of these disgust executives as well as maintaining a good relationship with each other and at the same time keeping up with the demands of the job is stressful to the secretary. Again lack of fact in performing official duties by the secretary constitute a very big problem, for instance when answering phone calls, secretaries with poor relationship radiate this attitude to phone callers. This equally applied when handling client’s affairs, because some secretaries by their positions in financial institution do not take cognizance of the client due to inefficiency in their job. In that regards Carvel F.J (1972) say “That a problem arises when the boss finds the secretary sexually attractive. This he says creates room for insolent secretary and an awkward office relationship now prevails. In this regard the researcher will try to find the solutions to these problems as it affects the secretary.

1.3 OBJECTIVE OF THE STUDY

The objectives of the study are;

1. To identify the problem areas in human relations as they affect worker.
2. Investigate the role of human relations as an aid to effective job performance
3. To know whether the working environment under which workers perform their duty is conductive enough for increase productively.
4. To ascertain the relationship between human relationship and job performance of secretaries

1.4 RESEARCH HYPOTHESES

For the successful completion of the study, the following research hypotheses were formulated by the researcher;

H₀: there is no problem area in human relations as they affect worker.

H₁: there is a problem area in human relations as they affect worker.

H₀²: there is no role of human relations as an aid to effective job performance

H₂: there is role of human relations as an aid to effective job performance

1.5 SIGNIFICANCE OF THE STUDY

This study is intended to create awareness on management of organization, regarding the need to provide good human relations in their organizations. The study will be of immense benefit to organization individual and students, it will afford business organizations the opportunity of knowing more of some of the employee wants and needs the various components of human relations. They can use and its resultant effect on productivity.

1.6 SCOPE AND LIMITATION OF THE STUDY

This study covers some selected financial organizations in Auchi. In particular, the study is geared towards findings out the possible benefits of human relations in those organizations and the result of the study will assist the management of these organizations in appraising its human relations practice with a view of having human relations that is result oriented.  This study was carried out in some financial organizations in Auchi and is delimited to Auchi metrophs with the following organization covered. New Nigeria Bank, Auchi and Uchi Community Bank, Auchi in Enugu state. The researcher encounters some constrain which limited the scope of the study;

1. a) AVAILABILITY OF RESEARCH MATERIAL: The research material available to the researcher is insufficient, thereby limiting the study
2. b) TIME: The time frame allocated to the study does not enhance wider coverage as the researcher has to combine other academic activities and examinations with the study.
3. c) Organizational privacy: Limited Access to the selected auditing firm makes it difficult to get all the necessary and required information concerning the activities.

1.7 DEFINITION OF TERMS

HUMAN RELATION: Human relations are the process of training employees, addressing their needs, fostering a workplace culture and resolving conflicts between different employees or between employees and management.

JOB PERFORMANCE: Job performance assesses whether a person performs a job well. Job performance, studied academically as part of industrial and organizational psychology, also forms a part of human resources management. Performance is an important criterion for organizational outcomes and success.

SECRETARY: A secretary or personal assistant is a person whose work consists of supporting management, including executives, using a variety of project management, communication, or organizational skills

FINANCIAL INSTITUTION: Financial institutions are corporations which provide services as intermediaries of financial markets

1.8 ORGANIZATION OF THE STUDY

This research work is organized in five chapters, for easy understanding, as follows

Chapter one is concern with the introduction, which consist of the (overview, of the study), historical background, statement of problem, objectives of the study, research hypotheses, significance of the study, scope and limitation of the study, definition of terms and historical background of the study. Chapter two highlights the theoretical framework on which the study is based, thus the review of related literature. Chapter three deals on the research design and methodology adopted in the study. Chapter four concentrate on the data collection and analysis and presentation of finding.  Chapter five gives summary, conclusion, and recommendations made of the study

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