Identification of Social Skills Needed by Secretaries in the Information Age

Identification of Social Skills Needed by Secretaries in the Information Age

Project / Seminar Material
Reference ID: PS-24279-TM

DEDICATION

This research material titled “Identification of Social Skills Needed by Secretaries in the Information Age” is dedicated to God for his enabling grace, and to all computer enthusiasts who contributed to make life a pleasant experience during my research documentation.

ACKNOWLEDGEMENT

I extend my sincere gratitude to all those who contributed to the completion of this project. Special thanks to my Supervisor (Name of your Supervisor), the Head of Department (Name of your HOD), the Lecturers in the department of Secretarial Administration, Book Authors and Profound Scholars of existing or related project material on “Identification of Social Skills Needed by Secretaries in the Information Age” for their invaluable guidance, support, and expertise throughout the journey.

I am also grateful to your study area (mention any funding organizations, if applicable) for their financial assistance. This research would not have been possible without the encouragement and assistance of some stakeholders (mention any mentors, teachers, or colleagues). Additionally, I would like to acknowledge the understanding and patience of my family and friends during this endeavor. Your unwavering support has been a constant source of motivation. Thank you all for being part of this meaningful endeavor.

Identification of Social Skills Needed by Secretaries in the Information Age

TABLE OF CONTENTS

PRELIMINARY PAGES

CHAPTER ONE

INTRODUCTION

  • 1.1 Introduction
  • 1.2 Background of Study
  • 1.3 Statement of Problems
  • 1.4 Aim and Objectives of Study
  • 1.5 Research Questions
  • 1.6 Research Hypothesis
  • 1.7 Significance of Study
  • 1.8 Scope of the Study
  • 1.9 Limitations of the Study

CHAPTER TWO

LITERATURE REVIEW

  • 2.1 Introduction
  • 2.2 Conceptual Review
  • 2.3 Theoretical Framework
  • 2.3.1 Social Communication Skills
  • 2.3.2 Effect of Poor Communication in an Organization
  • 2.4 The Method of Communication in an Organization
  • 2.4.1 Formal and Informal Communication
  • 2.4.2 Boundary Lessness
  • 2.5 The Communications Process and Information Technology
  • 2.5.1 Information Technology
  • 2.5.2 Role of Information Technology in Communication
  • 2.5.3 Coordination and Communication Process According to the Information Strategy
  • 2.5.4 Functions of Communication
  • 2.6 The Communication Channels and Media in an Organization
  • 2.6.1 Oral Communications
  • 2.6.2 Written Communications Channel
  • 2.6.3 Electronic (Multimedia) Communications
  • 2.7 Empirical Studies
  • 2.8 Summary of Literature Review

CHAPTER THREE

RESEARCH METHODOLOGY

  • 3.1 Introduction
  • 3.2 Research Design
  • 3.3 Population of Study
  • 3.4 Sampling and Sampling Technique
  • 3.5 Validation of Research Instrument
  • 3.6 Method of Data Collection
  • 3.7 Method of Data Analysis
  • 3.8 Questionnaire
  • 3.8.1 Interview
  • 3.8.2 Key Informants Interview
  • 3.8.3 Observation
  • 3.9 Statistical Analysis

CHAPTER FOUR

DATA ANALYSIS, RESULT AND DISCUSSION

  • 4.1 Introduction
  • 4.2 Presentation and Analysis of Data
  • 4.3 Test of Hypothesis 1
  • 4.4 Discussion of Findings

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

  • 5.1 Introduction
  • 5.2 Summary
  • 5.3 Conclusion
  • 5.4 Recommendation
  • 5.5 Suggestions for Further Studies

REFERENCES

APPENDIX A - “QUESTIONNAIRE”

ABSTRACT

This project work focused on the Identification of Social Skills Needed by Secretaries in the Information Age and the study was carried out in Nigeria Agip Oil Company, Port Harcourt, Rivers State. In carrying out this research, fifty (50) managers and secretaries were used as the population. In line with this, (4) research questions were posed, questionnaires were distributed and retrieved from the respondents. Copies of the questionnaire were analyzed with tables and it was from this table that analysis of the effect of poor communication skill was shown. The major finding was that communication is an indispensable tool needed for the effective performance of secretaries and the ineffective and inefficient placement of this prevents the management in an organization to accurately evaluate or appraisal performance and set target. It also examined the communication skills, communication method, and communication as they affect the effectiveness of the organization. In conclusion, the method of communication, information technology, media and channel of communication can affect the organization both negatively and positively. Recommendation such as organization should study and examine carefully how their method and system of communication affect the performance of their secretaries so as to either educate them or to change the system to meet up with the current standard of communication was made.

Identification of Social Skills Needed by Secretaries in the Information Age

CHAPTER ONE

1.1 Introduction

Basically, social skills must be backed up with knowledge, which has been properly represented in the schema, with correct inductions and deductions. The employers would view and acclaim the secretaries’ expedient practical use of the required skills/abilities for job performance. The development and utilization of modern technologies in different facets of life is determined not only by their material resources, but to a large extent by the degree of individuals to produce, absorb and apply new knowledge associated with their fields of endeavour.

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 hypothesis and questions, Limitations of the Study and Definition of technical terms.

1.2 Background of Study

Lift without communication would be monotonous and uneventful. Communication gives man the opportunity to interact with others. The great strides that the world has recorded today in the areas of technology, science, medicine, geology, economics, polities, etc, for instance are all due to the impact of communication.

Communication is the link between the past, the present and the future. Just as it is impossible for man to do without communication, so it is for an organization. For an organization to be viable, there must be a link within it, between it and other organization (Onyenkwere & Nkoro, 2007).

Therefore, the bedrock of any successful organization depends on how effective information and communication are managed at all times. Among the basic tools needed for the effective performance of secretaries in the organization are subtly penchants in art of communication. Secretaries, does with poise, drive and determination in order to be able to function well in an office. She should be able to decide when to communicate, where to communicate, what to communicate with and how to communicate. The efficient and systematic handling of these which include: the receiving and giving out of information, receiving and recording of incoming correspondence, recording and dispatching of outward correspondence preservation of document and other affiliate materials for future reference are generally referred to as information management. Work is all about understanding the information attached to it. When there is effective communication flow between the manager and his staff, works in an organization also flows freely and smoothly, information reaches the workers easier and faster. A good communication and information management leads to effective and progressive business organization.

Therefore, secretary, whose inability to converse and relate intelligently with visitors or customers in English language or whose communication skills poor and grossly inadequate creates a poor impression on the mind of the customers about the organization. In view of the cordial relationship that exists between the secretary and the communication that prompted the polytechnic curriculum to include communication in English as a course offered by secretarial students at National Diploma Level, and Higher National Diploma Level. Typewriting and shorthand, which are the core courses in secretarial studies department, house their offshoot from English Language.

Thus, an intelligent and effective secretary who handles his/her work with tact and finesse is a good ambassador of her organization. An error free amiable display work sent to another organization will no doubt form a good positive impression on the sender and the organization and invariable serve as a credit to the secretary from whom the work is originated from.

According to Titus (2007), secretaries are aided in these tasks by a variety of office equipment and automated system. The impact of office information and communication technology in these functions is to increase the accuracy, speed and efficiency of executing the task element thus, increasing the effectiveness of the secretary and not to eliminate or make the secretary redundant. Business office is a channel by which information flows into, out and around the organization; activities, which are involved in an organization include: receiving, sorting, arranging, recording and transmitting information. Thus, organization is referred to as the coming together of people to carry out certain activities such as production of goods and services for accomplishment of certain objective.

Therefore, communication is an indispensable element in the running of an organization due to the flow of information within and outside an organization that it vindicates the importance of secretaries with good knowledge of communication. So it is a matter of concern for a secretary to identify and familiarize herself with then type of organization he/she works in respect to mode of communication in use so as enable him function prominently. This has been seen from the fact that each organization has its own system of communication specifically designed to suit the purpose for which it was established. He/she (secretary) should seek to know the hierarchy of an organization and comprehend the proper flow of information acceptable in hi/her organization (Ojuku, 2006).

According to Onukaogu (1991), communication can be categorized under two-board heading. These are verbal and non-verbal cue. Under verbal communication cues, they are speech and writing, under non-verbal communication they are eye contract, mouth, posture, etc. verbal communication is referring to the process of transmitting message among individual such as face to face or on the telephone. It can be used during interview of all kinds, in briefing situation, during business and occasion where request are made or instruction given.

It is the most common way of passing information within an organization. Public lectures, meetings, workshops, letter writing all, attributing to verbal communication. Non-verbal communication refers to the process of communicating without the use of words, smile, frowns, who sits where at a meeting, the size and the location of an office, how long someone keeps visitor waiting, all these communicates, pleasure, anger, friendliness or distance, power and status. Information could be transmitted internally or externally. This implies that specific information meant for the consumption of people within organization as well as some information for the public. The mode of transmitting information varies from one organization to another.

In fact a vertical communication, horizontal communication, quasi vertical and diagonal communication function in an organization, therefore, the secretary need, to posses implacable knowledge of communication skills becomes a matter of great importance. For that, secretaries should always strive to find ways to meet up or to update his or her communication skills.

Therefore, in Nigeria where the research was carried out, the activities that was conducted is to know the Identification of Social Skills Needed by Secretaries in the Information Age.

1.3 Statement of Problems

Secretaries in an organization are faced with a lot of setbacks and challenges due to lack of effective communication skills, which are needed to meet up with today's office work. Also constituting problems is inability to meet up with the modern office automation such as computer, electronic communicating system, fax, telephone, etc.

In view of the above situation, the problems of the study are therefore, to determine the communication used by organization, communication process and information technology and communication channel and media adopted by an organization.

1.4 Aim and Objectives of Study

The aim of the study is to identify the Social Skills Needed by Secretaries in the Information Age using Nigeria Agip Oil Company, Port Harcourt, Rivers State as a case study. In achieving this aim, the following specific objectives were laid out as follows to:

  1. Determine the effect of poor communication skills on the Performance of Secretaries.
  2. Determine the effect of method of communication used by the organization.
  3. Determine the effect of communication process and information technology.
  4. Determine the effect of channel and media adopted by an organization.

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:

  • Does social communication skill affect the efficiency of a secretary in an organization?
  • Does social skill method of communication in an organization affect the performance of secretary in an organization?
  • Do communication process and information technology affect the performance of secretary in an organization?
  • Does social communication skill channel and media adopted by an organization affect the secretaries’ performance?
…

CHAPTER TWO

2.0 Literature Review

2.1 Introduction

This chapter focuses on the review of related literature. A literature review includes the current knowledge as well as theoretical and methodological contributions to a particular topic. It documents the state of the art with respect to the topic you are writing. It surveys the literature in the topic selected. In this research work the literature review includes the …

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