The Impact Of Human Relations On The Job Performance Of Secretaries In Financial Institutions

Project and Seminar Material for Secretarial Administration

The Impact Of Human Relations On The Job Performance Of Secretaries In Financial Institutions


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 thoseposses 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


1.1 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 could this employees 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 saying 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 Problems

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 clients 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 problems 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;

  1. 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.
  2. 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 Auchimetrophs with the following organization covered. New Nigeria Bank, Auchiand Uchi Community Bank, Auchi in Enugu state. The researcher encounters some constrain which limited the scope of the study;

a) Availability of Research Material:

The research material available to the researcher is insufficient, thereby limiting the study

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.

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.


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

Chapter Five

Summary, Conclusion and Recommendation

5.1 Introduction

It is important to ascertain that the objective of this study was to ascertain impact of human relationship on the job performance of secretaries in financial institution. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing the human relationship on the job performance of secretaries in financial institution

5.2 Summary

This study was on impact of human relationship on the job performance of secretaries in financial institution. Four objectives were raised which included:To identify the problem areas in human relations as they affect worker, investigate the role of human relations as an aid to effective job performance, to know whether the working environment under which workers perform their duty is conductive enough for increase productively, to ascertain the relationship between human relationship and job performance of secretaries. In line with these objectives, two research hypotheses were formulated and two null hypotheses were posited. The total population for the study is 200 staff of New Nigeria Bank, Auchi and Uchi Community Bank, Auchi in Enugu State. The researcher used questionnaires as the instrument for the data collection. Descriptive Survey research design was adopted for this study. A total of 133 respondents made human resource managers, accountants, customer care officers and marketers were used for the study. The data collected were presented in tables and analyzed using simple percentages and frequencies

5.3 Conclusion

The study concludes that there are in-service training needed by executive secretaries in bank which provides better performance in their office procedures and operations. The study is also of the view that in-service training needed by the executive secretaries in up-dating their skills, attitudes and knowledge should be adequately provided which will enable them to contribute to the realization of organizational goals and objectives. It is evident in the study that when executive secretaries in bank are given opportunities for in-service training in Information and Communication Technology (ICT), their job performance in their office procedures and operations are bound to improve considerably as such they are motivated to carry out their office routines cheerfully and remarkably.

5.4 Recommendation

Promotion of these secretaries should be based on merit and frequent submission for in-service training programme for upgrading of knowledge and skills and not on the basis of years of experience. Secretarial staff should at any time be ready to go for in-service training not minding the inconveniences it might caused them.

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