أثر المهارات الناعمة للموارد البشرية في التميز المؤسسي لدى دائرة الأحوال المدنية و الجوازات في الأردن

الملخص EN

This study aimed to demonstrate the impact of soft skills for human resources in their dimensions (communication, crisis management, teamwork, time management, critical thinking, and decision-making) in institutional excellence (leadership excellence, process excellence, and service excellence) at civil status and passport department in Jordan.

the study was based on the quantitative method (descriptive analytical) and the study population is from the department of civil status and passport, while the sample of the study was a survey sample, all employees were selected by position (department managers, directorate managers, office secretaries) and 157 individuals.

in order to achieve the objectives of the study, the study's questionnaire tool was developed as a key tool for collecting study data 157 electronic questionnaires were distributed to the study sample, with 90.4% of the valid analysis (142) of the total questionnaires distributed.

the study reached a number of results, the most important of which are : there is a statistically significant impact at the level of significance (α ≤1015) for the soft skills of human resources in institutional excellence in its dimensions at the Jordanian civil status and passports department, as the soft skills of human resources have explained what are estimated : (% 83.3) of the variance in (institutional excellence) as the study showed that there are no differences in the opinions of the study sample at a level of significance (α ≤1015) towards institutional excellence due to demographic factors0 based on the results of the study, a number of recommendations were made, the most important of which is the necessity of subjecting new employees to training that gain them possession of soft skills, as well as adopting soft skills as part of the performance evaluation criteria in the civil status and passport.