TABLE OF CONTENTS
of the Study
1.2 Statement of the
1.3 Objective of the
1.4 Statement of the
1.5 Significance of the
1.6 Scope and Limitation
of the Study
1.7 Definition of Terms
Background of the Study
2.1 Concept and
Development of Human Relations
2.2 Hainthorne Studies
and Human Relations
2.2.1 The Illumination
2.2.2 The Relay Assembly
2.2.3 The Interview
2.2.4 The Bank Wiring
2.2.5 The Final Stage
2.3 The Importance of
the Hainthorne Experiment (Human relation)
2.4 The Effect of Human
Relation to Management
2.5 Human Relation in
2.5.1 Dimension of Human
Relation in Banking Industry
2.5.2 Qualities of Good
Human Relation Practice in Banking Industry
2.5.3 Principles of Good
human Relation in Banking Industry
2.6 Limitations of Human
Sample Size and
of Methods Used
Methods of Data
of Instrument Used
Human Resource is a
management approach that is aimed at understanding how psychological and social
process interacts with the work situation to influence performance. Human
relations are the first major approach to emphasize information work
relationship and work satisfaction.
global workplace becomes a reality, companies, both large and small require
human resource. The oppressive nature or informal, email and mobile phone now
ensures that a manager is continually fed with information. However, these are
still no more than supporting tools in business life, helping to maintain good
relationship created at more personal level. The reality is that successful
businesses in the 21st Century are still built around relationship
founded on face to face meeting with customers, suppliers and employees.
many, it is when they look at faces, before they know whether they should sign
a deal, promote or take decision.
organization is said to be a social system, where there is an interpersonal or
inter-group, interaction aimed at increasing effectiveness at attaining
organizational goals. Though these interactions may involve personal affairs,
to a large extent, the interaction is related to the role expectations in group
or in position occupied by sole occupant.
1.2 Background of GTB
Sincerely, Guaranty Trust
Bank Plc was incorporated in July 1990, as a private limited liability company,
wholly owned by Nigerian individuals and institutions. The bank was licensed as
a commercial bank in August of the same year and commenced operations in
September 1996, Guaranty Trust bank became a public quoted company, winning the
prestigious president’s award in its first year on the stock exchange, and
again in the year 2000. and 2003. Guaranty Trust Bank Plc held its public offer
in 2001. This was over subscribed by 1.17% and is a testimony to the Bank’s
viability as a profitable investment.
The Bank has over the years been committed to
awarding excellent cash returns on shareholder investment, remaining one of the
existing institutions in Nigeria
that pays both interim and final divided each financial year.
Trust Bank Plc obtained a Universal banking license in February 2002. The
Bank’s reputation as an excellent financial service provider and its financial
capacity to meet obligations as and when they fall due has led to a consistent
appreciation of its risk asset rating. This currently stands at Tripple A, the
highest rating on the Agusto & Co. Limited rating scale.
is today recognized as one of the most professional and profitably run banks in
From a start-up capital of 25 million in 1991, the Banks shareholders funds
have grown to over 11.7 billion, with an asset based over 160 billion. Annual
revenues of 18 billion
Guaranty Trust bank started based on three
Exceptional customer service
Excellence and superior financial returns
Creating role model for society.
Professionalism and service excellence
Commitment to excellence financial returns
1. Guaranty Trust Bank
Gambia Ltd with 78% shareholding
2. Guaranty Trust Bank
Sierra Leone Ltd with 87% shareholding
3. Guaranty Trust Bank Ghana
Ltd with 78% shareholding
4. Guaranty Trust
Assurance with 94% shareholding
5. GTB Register Ltd
with 99% shareholding.
The shareholding structure of GTBank is spread
amongst a group of corporate and individual investors who possess complimentary
strength totally committed to the long term corporate vision of the bank to
become a role model in the banking industries, such as one of Nigeria’s largest
and most profitable bank and as a well respected west African (WA) financial
fund of N39 billion ($300 million) and market capitalization in excess of N149
billion ($1.17 billion) balance sheet size N493 billion ($ 3.79 billion).
GTBank has over 100 business locations in Nigeria with 6
regions across the country, namely.
Each region is headed by a Regional Manager who act
as the CEO of the region.
GTBank provides a full range banking services,
which include personal and corporate savings, account fund transfer, foreign
exchange services, loans and advances, treasury functions and deposit, issuance
of advance payment services, guarantees and performance bonds, collection
services and correspondent banking services. The bank is fully equipped with
latest technology in all its branches and it operates online services.
1.3 Statement of the
The choice of this topic
“Human Relation as a Tool for Effective Management in the Banking Industry” is
to look at the organization and its management perspective in terms of Human Relations.
human resource had gained a permanent role within the organization; it is
important to note that unless the management of the organization support human
relations, the success of the organization (Banking industry) may just be a
research work will therefore address the following problems:
(a) How effective is the
Human Relation System in the banking industry?
(b) How motivated are
the employees through social interactions?
(c) How effective is
communication in the banking industry?
(d) Does psychological
factors influence performance?
and other related problems are what I intend to critically look into; it is
also important to state here that one of the fundamental problems of employees
poor productivity is lack of good human relation in firms today and it is still
handled at a every level in most organization.
opportunities still holds firms to change this situation, which would be looked
at with the aim of laying or carryingout this research work.
1.4 Aims and Objectives
This study is intended to address myriads of
objectives which include:
To find out how human relations has improved the
level of standard of performance.
To find out how human relations has assisted in
achieving effectiveness in management.
To discover, the effect of supervision and or
group performance of management.
To make concrete, advice or suggest on how human
relation can be used for effective banking industry.
And to promote a reference point where future
researchers or students can draw inspiration for their intellectual
1.5 Statement of
Human Relation does not serve as a tool for effective management in banking
Relation serve as a tool for effective management in banking industry.
1.6 Significance of the
The significance of the study are clearly stated
1. The study will help
Guaranty Trust Bank (GTB) and possibly other banks in the banking industry to
improve or implement Human Relation policy inside to control problems faced
from such a cause.
2. Human Relations can
also enlighten workers (Industrial and groups) about the concept of human
relations and its implications to management effectiveness.
3. The study will
reveal the relationship between human relation and productivity as it relates
to organisation’s growth and survival.
4. The study will help
identify benefits accrued to the Banking industry in the area of human relation
and effective management.
significance of this study cannot be over-emphasised as the adoption of this
new approach to firms advancement can improve employees performance,
productivity, efficiency and effectiveness and employees attitude toward work
and gaining a highly competitive advantage over other equally competitive and
commercially oriented firms.
1.7 Scope and Limitation
of the Study
This study is centered on
Human Relation in Banking industry with a case study of Guaranty Trust Bank
The study circumscribe around Human Relations and how it can be used as a tool
for effective management, the study is under a lot of constraints.
for the study is quite long, but due to academic demand like preparation for
tests, assignments, and paper presentations took a lot of time for one to go
out and source for information.
constraint was another major limitation, which made it uneasy for the materials
to be readily available at the appropriate time.
restrictions of Guaranty Trust Bank made it almost impossible to obtain details
about the organization.
1.8 Definition of Terms
be regarded as a framework for getting things done. It consist of units,
function, decisions, departments and formally constituted work teams into which
activities related to particular processes, projects, products, customers or
professional discipline are grouped together (Micheal Armstrong 2008).
attitude can broadly be defined as a settled mode of thinking. Attitudes are
evaluative. As described by Malain et’al (1996).
behaviour – This
is concerned with how people within organizations act, individually or in
groups, and how organizations function, interms of their structure and
processes by Nadler and Tushman (1980).
to the informal and unofficial channels of communication in an organization by
are believes in what is best or good for the organization and what should or
ought to happen.
are written rates or behaviour, the rates of the game that provide informal
guidelines on how to behave.
group is basically a collection of individuals, contributing to some common aim
under the direction of a leader, and who share a sense of common identity.
group – Formal
groups are set up by the management of an organization to undertake duties in
the pursuit of organization goals. Cole (2005).
group – Informal
groups or organizations are those groupings, which employees themselves have
developed in accordance with their own need.
is a operational process initially best dissected by analyzing the managerial
functions. The five essential management functions are: Planning, organizing,
staffing, directing and leading, and coordinating. Koontz and O’Donnell (1984).
Relations – Is
a classical management approach that attempt to understand and explain how
psychological and social process interact with formal aspect of the work
situation to influence performance (Encyclopedia Management 2005).