The Effect of Human Relations Policies on Secretaries' Performance at Emenite Plc

1.1 Introduction

Human relations policies refer to the structured guidelines, practices, and principles that organizations adopt to manage interactions among employees and between employees and management (Armstrong, 2012). An effective human relations policy is essential because they guide managerial behavior, promote fairness, and reduce workplace conflicts, thereby enabling employees to perform optimally (Robbins & Judge, 2017).

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 hypothesis and questions, limitation of the study and definition of terms.

1.2 Background of Study

Over the decades, organizations increasingly adopted formal human relations policies to guide interactions between employees and management. Armstrong (2012) reported that these policies encompass communication protocols, conflict resolution mechanisms, recognition systems, and professional development opportunities, all designed to enhance employee motivation and engagement. In particular, secretarial roles, which serve as central communication links in organizations, are highly sensitive to the quality of human relations practices. Robbins and Judge (2017) stated that secretaries' performance is directly affected by workplace atmosphere, supervisory support, and interpersonal dynamics (Robbins and Judge, 2017).

In Nigeria, the evolution of human relations policies within organizations like Emenite Plc reflects both global trends and local organizational needs. It is affirmed that as businesses grew and operations became more complex, the need to formalize guidelines for employee treatment, communication, and collaboration became essential. Ivancevich and Matteson (2018) contended that effective human relations policies not only improve employee satisfaction but also enhance overall organizational productivity. On the other hand, where such policies are poorly implemented or inconsistently applied, employees often experience low morale, lack of motivation, and diminished job performance (Ivancevich and Matteson, 2018).

Human relations policies is the structured principles and practices that organizations adopt to manage interactions among employees and between employees and management. According to Armstrong (2012), effective human relations policies are central to promoting cooperation, ensuring fair treatment, and enhancing employee productivity. These policies is designed to foster a positive work environment where employees feel valued, motivated, and equipped to perform their tasks efficiently.

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).

In the context of Emenite Plc, anecdotal evidence and informal reports from staff have affirmed that secretaries face challenges linked to inadequate policy implementation, inconsistent supervision, and limited professional growth opportunities. These challenges reportedly affect their overall performance and the smooth operation of administrative processes within the organization (Robbins & Judge, 2017). This study is set against the backdrop of understanding how human relations policies influence the performance of secretaries at Emenite Plc.

1.3 Statement of Problems

Investigation revealed that employee performance is widely influenced by the nature and implementation of human relations policies within organizations. In many firms, clear communication, supportive supervision, and fair treatment are essential components of human relations policies that is linked to higher job satisfaction and productivity among staff (Armstrong, 2012). In the context of secretarial roles, effective human relations policies are crucial because these employees often serve as the connective tissue between management, clients, and other staff, requiring both technical and interpersonal effectiveness (Robbins & Judge, 2017).

Furthermore, there is evidence that unclear guidelines about interpersonal expectations and conflict resolution mechanisms are causing occasional misunderstanding among staff. This is particularly important for secretaries whose job performance is partly evaluated on responsiveness and cooperation with colleagues across departments. Without robust human relations policies, secretaries may feel undervalued or overlooked, leading to reduced commitment and increased turnover intention (Ivancevich & Matteson, 2018). It is against this backdrop that this study seeks to investigate how human relations policies are affecting the performance of secretaries.

1.4 Aim and Objectives of Study

The aim of this study is to investigate the effect of human relations policies on the performance of secretaries at Emenite Plc. In achieving this aim, the following specific objectives were laid out as follows:

1. To determine the challenges associated with the implementation of human relations policies at Emenite Plc.
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 relations policies 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 at Emenite Plc?
• 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 at Emenite Plc?
• What strategies will improve human relations policies 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

It is believed that at the completion of the study, the findings will guide the design and implementation of human relations policies that promote a harmonious work environment. The study will also help management understand how human relations policies influence secretarial performance and productivity.

Furthermore, this study will benefit scholars and researchers by providing empirical evidence on the role of human relations policies in administrative performance. In addition, the findings will contribute to the broader body of knowledge on organizational behavior and human resource management.

Lastly, the research will contribute to academic knowledge, providing data for scholars and future studies on organizational behavior and human resource management.

1.8 Scope of Study

The study focuses on the effect of human relations policies on secretaries' performance 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

During the course of this study, there were some problems encountered which stood as limitations to the research work. Some of the limitations include:

1. Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
2. Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
3. Initial Cooperation Delay from Respondents: A particular limitation of this work came as a result of the respondent refusal to offer their cooperation at the initial time they were contacted. This contributed in making the success of this research study difficult.

1.10 Definition of Terms

Human Relations Policies: Structured principles and guidelines designed to manage employee interactions, communication, and workplace behavior in order to enhance productivity and job satisfaction (Armstrong, 2012).

Secretaries' Performance: The efficiency, accuracy, timeliness, and quality of tasks executed by secretarial staff, including communication management, scheduling, documentation, and coordination (Robbins & Judge, 2017).

Supervisory Support: Guidance, feedback, and assistance provided by management to employees to enhance performance (Ivancevich & Matteson, 2018).

Recognition and Reward Systems: Mechanisms within an organization to acknowledge employee contributions and incentivize productivity (Noe et al., 2017).

Professional Development: Opportunities for employees to improve skills, knowledge, and competencies to enhance job performance (Armstrong, 2012).