This research was set out to find the survey of the role of professional secretarial in conflict resolution in Enugu urban, A total of one hundred secretaries formed the population and the whole population ere studied. The data were analyzed using simple percentage. The result showed that many secretarial stuff in Enugu urban would be able to resolve conflict in Enugu urban.

TABLE OF CONTENTS

Title page i

Certification ii

Dedication iii

Acknowledgement iv

Abstract v

Table of contents vi

CHAPTER ONE

1.0 INTRODUCTION 1

1.1 Background of the study 1

1.2 Statement of the problem 4

1.3 Purpose of the study 5

1.4 Scope of the study 6

1.5 Significance of the study 6

1.6 Research question. 8

CHAPTER TWO

2.0 REVIEW OF RELATION LITERATURE 9

2.1 Nature of conflict 10

2.2 Types of conflict 11

2.3 Issue of conflict 13

2.4 Causes of conflict 16

2.5 Personnel policy 18

2.6 Communication 20

2.7 Conflict resolution procedures 26

CHAPTER THREE

3.0 RESEARCH MYTHOLOGY 33

3.1 Design of the study 33

3.2 Area of the study 33

3.3 Population of the study. 33

3.4 Sample / sampling techniques. 33

3.5 Instrument of data collection 34

3.6 Validity of the instrument 35

3.7 Reliability of the instrument 35

3.8 Method of data collection 36

3.9 Method of data analysis 36

CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS 38

4.1 Presentation and analysis 38

4.2 Summary of findings 41

CHAPTER FIVE

5.0 Discussions, conclusions and recommendation 44

5.1 Discussion of findings 44

5.2 Conclusions 45

5.3 Recommendations 47

5.4 Suggestion for further study 48

5.5 Limitation of the study 48

CHAPTER ONE

4.0 INTRODUCTION

4.1 BACKGROUND OF THE STUDY

The primary aim of any business organization is to make profit. In order to achieve their organization uses all available material money and time in order to achieve it objectives. Man’s constant quest for a better life, if we start with the advert of the industrial revolution in the 18^th century, has not only seen so many changes through research are technological development but also in mode of conduct and expectations of man’s witnessed. An acknowledging of these changes in most aspects of our life through development means acknowledging the mode have also experienced some changes or development be it by was of laws, decreases agreements and procedures, contracts relations human relation, human resources or personnel management.

The word conflict is a term as old as men and occurs in our every day life, from the beginning of the world creation of man their has been conflict.

Tounier (1963) observed that a relationship exists where people lend to pay parts each giving way to those he feels are stronger an take advantage of weakness ones. A modern industrial negotiation are far too offen legal discussion, experiments in barraging or controversies intended to prove one’s case and disprove the opposite party what is needed is an attempts to find the terms and conditions upon which all may be induced to collaborate. This may be an exercise in persuasion as well as argument. It should be conducted with due regard to human states and dignity and to the psychological conditions under which persuasion of the imply face to face take “on the level “a” balanced and complete statement of facts in which nothing that is important is hidden, a willingness on both sides to meet legitiment doubt and difficulties readiness to admit the strength and point of argument and power to act honestly and justly upon views or claims this have been sustained.

Conflict is a break down in the making so than an individual or group exercise difficulty in selecting an action alternative it is a situation in which the condition practices or goals of the different participants are in here incompatible. In conflict two or more parties are position. It is complex phenomenon and rarely develops from a single course but results from a services of inter-related incidents. Conflict generally occurs when a part see the prospects of either incurring a loss or being denied again as a result of another’s action for example two group may hold . conflicting opinions concerning the resources each should receive since a large allocation to one group mean’s commensurate loss to the other, conflict between the two group is likely to result.

4.2 STATEMENT OF THE PROBLEM

In practice business organization are known to be a joint action of men who weld themselves together for the acknowledgment of a common objectives psychological individual behave differently. This at times accounts for the misunderstanding of one individual by another. In an ideal society, no business organization have existed without conflict.

It is infact, stated that in sprite of good management practices in businesses organization conflict between management and employees of the organization occur.

Apply (1962) defined management as the development of people nothing. Another professor Michael Julius says management is that filed which has to do with planning organizing a labour force in such way that objectives for which the labour force in established are attained economically and effectively in which the objective of the community and duly considered and served. A business organization can be defind as the coming together of different individual to work as a group towards the achievement of some predeterned goals and objectives of the business. Many of the organization offen do not know types of conflict that exist in their organization and the reasons for such conflicts. The problems is not it has been know the role of secretaries play in conflicts that exist in business organization. It has also have not been know whether secretaries contribute to the cause of such conflicts or whether they pay a role in resoluting it, hence this study determines the role of professional secretaries in conflicts and resolution organized social intuition.