The effect of communication skills of managers (empathy, positivity, equality) on the job satisfaction of employees in tax affairs departments of Gilan province.

Dissertation for Master's Degree (MS.C)

Trend: Human Resource Management

Abstract

By referring to different organizations and taking a deep and expert look at the communication process in these organizations, this issue becomes clear to every observer, that one of the important problems that have always been felt in organizations and that the employees of organizations complain about is the lack of communication skills among their managers. The low level of communication skills causes many problems in organizations and will be an obstacle on the way of organizations achieving their goals and missions. One of the problems caused by the low level of these skills is the low level of job satisfaction of employees. In this thesis, the level of significance of the relationship between these two categories (managers' communication skills as an independent variable and job satisfaction as a dependent variable) is investigated.

The statistical population under investigation is the employees of the tax affairs departments of Gilan province, simple random sampling method and the sample size under investigation is 198 people. The research method is of descriptive-correlation type and to analyze the statistical data and check hypotheses using spss statistical software, descriptive statistics and inferential tests and Pearson's correlation coefficient and regression have been used according to the type of data and variables. The results of the research showed that there is a positive and significant relationship between the indicators of communication skills of managers and job satisfaction of employees. Also, regarding the moderating variable of gender, the results indicated that the gender of the employees does not moderate this relationship. According to the results obtained in this research, in order to achieve the desired level of job satisfaction, improving the communication skills of managers should be given more attention. Key words: communication skills of managers, empathy, positivity, equality, job satisfaction of employees. The success of each person in the organization depends on his spirit, effort, motivation and satisfaction. (Mossadegh Rad, 2013)

Therefore, their ideas and attitudes towards their jobs are effective in the life, efficiency and effectiveness of the organization. The general attitude of people towards their jobs is an objectification of a behavioral phenomenon that is interpreted as "job satisfaction" and is a result of the positive and negative beliefs of a person regarding the dimensions of his work. (Gholizadeh et al., 2018). Several factors affect the job satisfaction of employees, among which we can mention the relationship between employees and managers.   

Communication is a social category, so it cannot be classified as new and new and discussed with this view. Organizational communication is an important issue that will have a direct effect on our success and failures. (Yousefzadeh et al., 2019)

Managers have found that establishing effective communication with employees and understanding their motivations for communication is an effective factor in the success of managers to achieve organizational goals, and the root of most of the individual problems of the organization and society can be found in the lack of effective communication. (Amiri et al., 1387)

This research examines the relationship between managers' communication skills (empathy, positivity, equality) and employees' job satisfaction, and examines the effect of the gender variable on this relationship. Indeed, the progress and continuation of the life of organizations depends on the comprehensive attention of managers to the role and position of human capital. The flourishing of human resources in organizations requires various measures. One of these measures is to ensure the job satisfaction of employees. (Khodayari Fard et al., 2008)

Job dissatisfaction causes disruption in the economic, social and cultural development of societies.  Annually, huge losses are caused to the national economy of countries. (Kaldi, Samvatian, 2018)

The advanced industrial countries of the world pay huge costs for the annual changes of job satisfaction of their employees. Such expenses by the mentioned countries show that job satisfaction is an important issue that, unfortunately, has not been given much attention in our country.  (Ismaili, Ansari, 2016)

By referring to various organizations and the discussions held with employees regarding their problems in the work environment and the factors that caused their dissatisfaction in the work environment, including the important issues that were mentioned by them. (Ismaili, Ansari, 2016)

Referring to various organizations and discussions with employees regarding their problems in the work environment and the factors that caused their dissatisfaction in the work environment, among the important issues that were mentioned by them was the discussion of the low level of communication skills of managers. Of course, the employees of the organizations have raised this problem with terms such as: bad manners, impetuousness, non-compliance of employees, not listening to criticisms, not having feedback on performance, not being understood by managers, and other words like this. But if these issues are looked at from a realistic point of view, what appears as a problem more than anything else is the issue of communication skills of managers. (Yousef Zadeh, Zarei, 2019)

An important part of the network of relationships between organizations is related to the relationship between managers and employees. In order for relationships to be effective, the presence of communication skills among managers is inevitable. Today's organizations have understood the need for proper communication with people, but what still remains is the lack of understanding and awareness of how and what communication is, as well as the role that communication plays within an organization. Therefore, the need to improve the communication skills needed by managers is an undeniable necessity.  (Raisi et al., 1388).

According to the material raised, this research seeks to examine the following question:

Is there a meaningful relationship between the communication skills of managers (empathy, positivity, equality) and job satisfaction of employees?

Also, is the relationship between these two variables moderated by the gender variable? 

1-3 Importance of research

Workforce health, creativity, innovation, mobility and dynamism, value creation are among the things that oblige and encourage organizations to pay special attention to human resources. Because the role of prominent employees in organizations is obvious and important. If we pay attention to the human resources management process, we will find that the maintenance and improvement of human resources is of significant importance compared to other components of this process. If there is a deficiency in this stage of the process, it will result in a lot of resources being wasted. Therefore, in order to understand the perception of employees about the functions and activities of organizations, especially in the field of human resources, it is necessary to pay special attention to employee satisfaction. Therefore, the importance of job satisfaction is due to the role it plays in the improvement and progress of the organization and also in the health of the workforce. (Eftakhari, 1387)

Researches have shown that job satisfaction plays a decisive role in many factors of organizational productivity. Improving performance in organizational civil behavior, organizational commitment, job attachment and mental health of employees and reducing behaviors such as absenteeism, leaving service and many other behaviors are among the consequences of creating job satisfaction in employees of organizations. These valuable consequences should be a strong incentive for managers of organizations to pay serious attention to the issue of employee job satisfaction and to take measures to create it. (Khodayari Fard et al., 2018)

Among the groups that benefit from this research are managers of organizations, especially human resource managers of organizations, who will pay more attention to this important issue (communication skills) by conducting this research and investigating this relationship. (Yousefzadeh, Zarei, 2019)

1-4 Research Objectives

Job satisfaction determines many organizational variables. Numerous researches have shown that job satisfaction is one of the important factors in increasing productivity, employees' compassion towards the organization, their belonging and attachment to the work environment, establishing good and human relations at the workplace, establishing correct communication, improving morale and work interest.                       (Khodayari Fard et al., 1388)

Therefore, the main purpose of this research:

1. Measuring the relationship between communication skills of managers (empathy, equality, and positivity) with job satisfaction of employees in the General Administration of Tax Affairs of Gilan province

2. Measuring the effect of the gender variable on the relationship between the communication skills of managers and the job satisfaction of employees, in the General Administration of Tax Affairs of Gilan province, is to improve the communication skills of managers and increase the job satisfaction of employees. 1-5 The theoretical framework of the research Kohlen[1] came to the conclusion that there is a positive and significant relationship between job satisfaction and the mental health of employees. Piron[2] et al. (1976) compared people with neurotic and psychopathic tendencies with healthy people and concluded that psychopaths and neurotics have less job satisfaction in relation to subscales of job satisfaction, including supervision, promotions, salaries, colleagues, and the nature of the job.