The Effect of Human Relations on the Performance of a Secretary in an Organization

1.1 Introduction

Secretaries' organizational performance is the efficiency, accuracy, timeliness, and quality of tasks executed by secretarial staff, including communication management, scheduling, documentation, and coordination. Secretaries play a pivotal role in organizational operations, serving as the interface between management, clients, and other staff. Their responsibilities often include scheduling, communication management, documentation, and coordination of office activities. The performance of secretaries is therefore not only influenced by their skills and competencies but also by the quality of human relations policies that exists within the organization (Ivancevich & Matteson, 2018). As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are significance of the study, scope of work, research questions, limitation of the study and definition of terms.

1.2 Background of 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 within their surroundings. 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.

Secretaries are key administrative personnel in organizations, responsible for tasks such as communication management, scheduling, record keeping, and coordination of office operations. Robbins and Judge (2017) reported that secretaries' performance is significantly influenced by the quality of human relations practices in their workplaces. When human relations policies are supportive and consistent, secretaries demonstrate higher job satisfaction, better time management, and stronger interpersonal relationships within the organization. On the other hand, the absence or poor implementation of such policies is often linked to low morale, reduced efficiency, and increased workplace conflicts (Ivancevich & Matteson, 2018).

Several scholars have emphasized the role of human relations in organizational performance. Noe et al. (2017) asserted that employees who receive recognition, constructive feedback, and opportunities for professional development is more likely to exhibit commitment and dedication to their roles. Similarly, Armstrong (2012) stated that human relations policies that promote transparency, fairness, and open communication contribute positively to employee engagement and organizational cohesion. Furthermore, it is contended that organizations that neglect human relations often face high turnover, low productivity, and strained interpersonal relationships among staff (Ivancevich & Matteson, 2018). This study is set against the backdrop of understanding how human relations policies influence the performance of secretaries.

1.3 Statement of Problems

Investigation revealed 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.

1.4 Aim and Objectives of Study

The aim of this study is to investigate the effect of human relations on the performance of a secretary in an organization. In achieving this aim, the following specific objectives were laid out as follows:

1. To determine the challenges associated with the implementation of human relation in an organization.
2. To assess the effect of professional development and training opportunities on secretaries' efficiency.
3. To examine the impact of communication and supervisory support on secretaries' performance.
4. To evaluate the influence of recognition and reward systems on secretarial productivity.
5. To recommend strategies for improving human relation to enhance secretaries' performance.

1.5 Research Questions

The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:

• How does communication and supervisory support affect secretaries' performance in the study area?
• What is the effect of recognition and reward systems on secretarial productivity?
• How do professional development and training opportunities influence secretaries' efficiency?
• What challenges is associated with the implementation of human relations policies in the study area?
• What strategies will improve human relation to enhance secretaries' performance?

1.6 Research Hypothesis

In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.

• H₀1: There is no significant effect of human relations policies on the performance of secretaries at Emenite Plc.
• H₀2: Human relations policies, including communication and supervisory support, will significantly affect secretaries' performance.
• H₀3: Recognition and reward systems will significantly influence secretarial productivity.
• H₀4: Professional development and training opportunities will positively impact secretaries' efficiency.
• H₀5: Challenges in the implementation of human relations policies will negatively affect secretarial performance.

1.7 Significance of 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.

1.8 Scope of Study

The study focuses on the effect of human relations on the performance of a secretary in an organization specifically at Emenite Plc, located in Enugu State, Nigeria. The research will cover secretarial staff across all departments, examining the influence of communication, recognition, training, and policy implementation on their job performance.

1.9 Limitations 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.

1. 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.
2. 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.
3. Time factor due to classroom lectures and assignments which often contradict with the time needed to get information from the respondents.

1.10 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.