Effect of Poor Communication Skills on the Performance of Secretaries in an Organization Chapter One PURPOSE OF STUDY

 

This research work is embarked upon for the following purposes:

• To find out how effective communication is for an organization
• To find out if poor communication affects the performance of secretaries
• To examine if the performance of secretaries affects the general productivity of the company
• To find out if the communication skills of secretaries can be improved

CHAPTER TWO

REVIEW OF LITERATURE

INTRODUCTION

Our focus in this chapter is to critically examine relevant literatures that would assist in explaining the research problem and furthermore recognize the efforts of scholars who had previously contributed immensely to similar research. The chapter intends to deepen the understanding of the study and close the perceived gaps.

Precisely, the chapter will be considered in three sub-headings:

CONCEPTUAL FRAMEWORK

The Concept Secretary

The word secretary simply means a person who works in an office and manages the organization. Although a secretary is perceived more as a personal assistant or administrative assistant, the professional secretary is one of the most essential human resources in a business organization because he helps make the wheel of the organization to turn. Secretaries provide the unseen services which make the organizations to prosper. Secretaries according to Ahukannah and Ekelegbe (2008) are classified into four categories:

1. Professional Secretary: This is the secretary by reason of training, ethics, orientation and skills. He must be an expert in shorthand writing, typewriting and use of computer and ability to deal with office routine activities. This category (in other words termed as confidential secretary) is the researcher area of concern.
2. The Honorary Secretary: This is the one who is in charge of the correspondence, records and other business affairs of a society, club and other associations. He is not a professional secretary because he has not acquired the necessary skills/training.
3. Private Secretary: This is an employee who deals with correspondence, keep records and files in the office.
4. Corporate/Company Secretary: Companies established under the Companies Act 1990 are normally required by the statute to engage the services of a Company Secretary. He/ She takes charge of the administration of the company, as well as functions as secretary to the board of directors. Registrars of government establishment such as polytechnics, universities et cetera are the secretaries of their various institutions who take charge of general administration as well as cover the meetings of their various councils and produce the minutes.

A secretary is a person, whose work consists of supporting management, including executives, using a variety of professional ethics and communication and organizational skills. Wordnet (2008) defines secretary as a person who assists a member of staff or top management level, and who undertakes a lot of administrative tasks for the smooth running of the office. This definition was confirmed by wikipedia (2008) where a secretary is seen as a person employed to write orders, letters, dispatch public or private papers, records and the like, an official scribe, one who attends to correspondence and transacts other business for an association, a public body, or an individual.

A secretary is an indispensable element in achieving organizational goals. He serves as a memory bank in his organization, scrutinizes visitors so as to give the executive enough time to do some other office activities, keep records so as to prevent embracement and the lost of important document which could consequently have a negative effect to the organization.

 The Functions of a Secretary

A thorough review of the duties and roles perform by secretaries requires a classification or categorization of these functions. This classification allows a better understanding of the job the secretaries perform. For the purpose of this discussion, a number of classifications of function shall be reviewed below.

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CHAPTER THREE

RESEARCH METHODOLOGY

INTRODUCTION

In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and sci

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