MOSHOOD ABIOLA POLYTECHNIC

P.M.B 2210, OJERE ABEOKUTA, OGUN STATE

SCHOOL OF COMMUNICATION INFORMATION AND

TECHNOLOGY

DEPARTMENT OF OFFICE TECHNOLOGY MANAGEMENT

COURSE TITLE: ORAL COMMUNICATION

COURSE CODE: OTM 414
LEVEL: HND II

SEMINAR ON:

THE CHALLENGES FACING THE SECRETARIES IN

COMMERCIAL BANKS

ADEREMI ZAINAB OLABISI

19/18/0019

LECTURER IN CHARGE
MRS. TAIWO
 CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

The office is changing continuously and at ever increasing rate. The technological breakthrough

in offices posed a big challenge to many processions, which the secretarial profession is no

exception. The duties of secretaries have always been very delicate. In time past, secretaries

worked with machines which made their work in office boring and monotonous but today, it is

not so. A secretary according to Hornby (1974) is “employee in office, who deals with

correspondence, keeps records, makes arrangement and appointments for a particular member of

the staff. He/she is one who combines the mastery skills of shorthand and typewriting and with a

sound knowledge.

Onwuka (1995) states that secretary is a person whose job is to handle records letters etc for

another person in an office, a person in a club or other organization who is in charge of keeping

letters an records. According to Anyaele (1990) commercial banks are institution set up

purposely for safekeeping of money, valuable goods and documents like wills and others; he also

said that the existence of banks has been a big boosts to business act writes.

Akpan (2005) also defined secretary as an officer of state who superintends a government

administrative department. Secretaries have been defined by the national association as an

executive assistance who possess a mastery of office skills, that is why the roles of secretaries in

organization can never be overlooked. A commercial bank is a financial institution that deposits

and insuring loans.

According to Anyaele (1990) commercial banks are institution set up purposely for safekeeping

of money, valuable goods and documents like wills and others; he also said that the existence of

banks has been a big boosts to business act writes.

The main duties of secretaries in commercial banks may include to issue notice and agenda of

board meetings to every director of the bank, deals with all correspondence between the bank

and the shareholders, filling of various document s and returns as required under the provision of

the banks law, make arrangement for the payment of the divided within prescribed period as

provided under the payment of the divided within prescribed period as provided under the

provision of the bank law record the minutes of the directors. Irrespective of these

responsibilities the secretaries are still faced with great challenges in the commercial banks

which can causes business to show down, due to the shift of commercial banks technology or

production low salaries paid by the management and also lack of recognition of the secretaries

and some of these secretaries are not use top some of the modern technology machines

1.2 STATEMENT OF THE PROBLEM

We are in a technological era, a time in which new innovation determine both the method of

operation and the functions performed by secretaries, this has resulted in not providing the

adequate equipments which is required by secretaries to handle their duties effectively, so many

secretaries don’t update their knowledge using modern equipments. Due to low salaries

secretaries are not motivated to work in commercial banks even when some of the secretaries

decodes to work they stay in a particular position for so long and even when appraisal are given

they are usually not recognized.

1.3 AIM AND OBJECTIVES OF THE STUDY

The aim of this study is to examine the challenges facing the secretaries in commercial banks.

Other objectives include:

The objectives of the study are:

i. Identify the challenges of jobs performance in commercial banks Abeokuta, Ogun state.

ii. Find out further challenges of secretaries working in commercial banks.

1.4 RESEARCH QUESTIONS

i. What are the challenges facing the secretaries in commercial banks?

ii. What are the further challenges encountered by secretaries working in commercial

banks?

1.5 SCOPE OF THE STUDY

This study focused mainly on the challenges of secretaries working in some selected

commercial banks in Abeokuta, Ogun State.

1.6 SIGNIFICANCE OF THE STUDY

The result of this study would be useful to secretaries, bank managers, student, further

researchers and groups in commercial banks in Abeokuta, Ogun state and even the country at

large.

To the secretaries, the findings of this study would expose them to the nature of challenges and

how it could improve the performance of the secretaries in their work place (Bank) it would also

equip the secretaries to meet up with the current dynamics in the office. To bank managers, the
findings of this study would also equip them with necessary information on the best practice of

challenges of secretaries’ performance in the present day on commercial banks environment or

workplace which they would utilize to better the relationship with secretaries and improve

performance. Finally, students and further searcher would find the study useful for further

academic activities

1.7 DEFINITION OF TERMS

The following are definition of terms used in the study

Commercial Banks: Commercial banks is the group of individual who come together in order to

achieve an objective or aims

Challenges: Challenges is something new and difficult which requires great effort and

determination to solve critical problems in an organization.

Secretary: The secretary is an important officer in an establishment whose contribution and

effectiveness can cither enhance or diminish the efficiency of an organization.

Organization: This means any establishment or corporate entity, public, private or charitablethat

is purposely set up to produce goods or services.

Job Performance: This means the duties, which a secretary carried out in office or any business

organization.
 CHAPTER TWO

LITERATURE REVIEW

2.1 CONCEPTUAL REVIEW

2.1.1 Concept of secretary

The term is derived from the Latin word secernere, “to distinguish” or set apart,” the passive

participle (Secretum) meaning “having been set apart”, with the eventual connotation of

something private or confidential. A secretary is a person overseeing business confidentially.

Adewale (2013) opined that a secretary is an assistant to an executive, possessing mastery of

office skills and ability to assume responsibility without direct supervision, who displays

initiative, exercise judgment and makes decisions within the scope of her authority. The word

secretary, according to Azuka (2017) is derives from a Latin word called seretarus meaning

`something to know only to one or few and kept secret or hidden from the view and knowledge

of others’. This means a secretary is a keeper of secrets. Otoba (2012) posited that secretary is

very relevant in the business world. There is no gain saying that he/she is an indispensable figure

in every aspect of an organization. Otoba (2012) further stated that the work of a professional

secretary has changed from the traditional office routine of handling mails manually to the

application of modern office techniques and the use of sophisticated office equipment in the

processing of information. The word `secretary’, itself could be used either in general or in

restrictive term. In general term, it usually refers to an executive assistant who works with a

manager or an executive in an organization.

The secretary is, however, being variously referred to as an executive assistant, who possesses a

mastering of office skills, who demonstrates the ability to assume responsibility without direct
supervision, who exercises initiative and judgment, who makes decisions within the scope of

assigned responsibility. Aderemi (2017) asserted that a professional secretary keeps an office

running smoothly. Secretary has a wide range of duties, depending on the office he/she works

for, but as a general rule, he/she is extremely efficient and well organized. Secretary is a person,

whose work consists of supporting management, including executives, using a variety of

management, communication and organizational skills. These functions may be entirely carried

out to assist one employee or may be for the benefit of more than one. In other situations, a

secretary is an officer of a society or organization who deals with correspondence, admits new

members and organizes official meetings and events. A secretary has many administrative duties

to perform. Secretary is someone who transcribes dictation from notes or voice recording

machine, schedules and maintain appointment, arrange business itineraries and coordinates travel

arrangement, composes written communication from oral and longhand instructions, sorts, reads

and annotates incoming mails, arranges and coordinate conferences and meetings, organizes and

type reports, electronically file document and supervises other employees. From the said

definitions of secretary, it can be seen that a secretary also performs the functions of

management as organizing, coordinating, supervising, directing etc.

2.1.1 Concepts of Commercial Banks

According to Okoli (1992) a secretary is one employed to handle correspondence and manage

routine and detail work for a superior. This function may be entirely carried out to assists one

another employee or may be for the benefit of more than one. In other situations a secretary is an

office of a society or organization that deal with correspondence admits new members and

organize official meeting and events Jefferson (2002) stated that a secretary is an office of a

business concern who may keep records of directors and stockholder meetings and of stock
ownership and transfer help supervise the company’s legal interest. Onwuka (1995) also stated

that a sectary is a person in an office or a person in a club or other organization who is in charge

of keeping letters records.

According to Honby (1974) is an employee in an office who deals with correspondence keeps

records makes arrangement and appointment for a particular member of the staff. He or she is the

one who combines the mastery skills of shorthand and typewriting and with a sound knowledge

of secretarial duties. Anyaele (1990) stated that commercial banks are institution set up

purposely for safekeeping of money, valuable goods and documents, like wills and others he also

said that the existence of banks has been a big boosts to business activities also commercial

banks secretary is an executive decision maker and the holder of the legal keys of the institution,

including the commercial banks stamp and other signature authorities. He or she is appointed by

the board of Director and not by the shareholders and certainly not be the chief executive office.

Commercial banks secretary has the ear of the chairman of the board of directors; they should

never become the locus of power and influence.

The role of the commercial banks secretary is central to the implementation of modern and

proper corporate governance in any commercial banks. The temptation to bend the rules tends to

be greater where something as fungible and liquid as money is concerned. Purpose of the

commercial banks secretary is to provide the entire stakeholder with complete confidence and

comfort that the institution is being run openly and honestly in full compliance with all domestic

and international law and regulation. Thus they are a range of legal and complaisance

responsibilities not least maintaining the records of the capital and shareholders of the

commercial banks as well as being responsible for the person scheme employment law and

insurance arrangements. The commercial banks secretary will spend time in arranging and
minting meeting, the most importance of which will be the AGM but the monthly meetings of

the board of directors, and they are usually monthly will take up most of the time they may also

be requested to act as the commercial bank secretary for meetings of the board of management

and the various committees of the institution which will add to the workload. It is advisable to try

and set up meetings of the board directors a year advance so that member can arrange their

calendars around the meetings. Nothing is as frustrating time consuming and expensive as

meeting of senior will paid members going round in circles not making decisions on the matters

in front of them to keep meeting on track and focused is mainly the job of the chairman who will

be prompted by the commercial banks secretary. The chairman should have a reasonable idea of

the position of each of the members of the Board on a particular issues and depending on how

the discussion goes, and prompted by the commercial banks secretary, have some form of

consensus decision in mind so that the matter is not deferred for another month. The minutes

should only reflect the decisions reached rather than the discussion. The commercial banks

secretary will take the minutes but needs to be able to distill complex issues into a few sentences.

It helps and saves a lot of time if he or she prepares an initial draft in advance and then amends

them during the discussion to reflect the actual decision. According to Joshi (2007) working

conditions also varied according to where the employee works. Tellers spend a lot of time on

their feet, and their work is repetitive because they deal with the public tellers must be quick

courteous, and efficient when people are waiting to be served (Abou Zeid 2016). Working with

computers in the banking sector is the norm and indeed a mark of modern banking and many

organizations all over the world are adopting the norm of using computers for their business.

Meanwhile, working with computers has risks and effects on all works with encountered by

secretaries not being exceptions (Ivanovich 2005). The length of computer usage also shows a
clear gender difference only two percent of women, compared with 12 percent of men; work on

computers for less than four hours a day. The number of computers in the workplace range from

one to more than 25 (Ivanovich 2005).

2.1.2 Duties of Secretary

A secretary can sometimes take on more responsibilities than merely answering phones and

taking messages. Secretaries may also rely on a diverse set of skills to help them succeed in their

jobs. The duties of a secretary according to Komolafe (2016) are discussed as follows:

•Answering and directing phone calls: Secretaries may be responsible for answering office phone

lines and directing each call to the appropriate individual. Oftentimes, secretaries are the

individuals who handle solicitation calls, client calls and taking messages. For instance, a legal

secretary may regularly take calls from clients regarding casework or other information, and they

need to be able to direct each client call to the appropriate attorney, as well as taking and

distributing other messages and correspondences. A secretary may also need to have expertise in

differentiating between urgent and less important communication.

• Organizing and distributing messages: Another essential task secretary may commonly

perform is organizing and distributing memos, notes, messages and other written

communications. Additionally, secretaries may have exceptional communication and

analytical skills to take on communication tasks like these.

• Maintaining company schedules: Secretaries are also commonly in charge of maintaining

the schedules and agenda of professionals in their companies. For instance, a secretary for a

large marketing firm might organize team schedules for each of the company's departments

as well as the executives' agenda by setting appointments with clients, vendors and
 shareholders. Secretaries may also be the individuals that keep staff on track with reminders

and alerts for upcoming conferences or meetings.

• Organizing documents and files: Keeping documents, records and files organized is

another important task that secretaries can be expected to perform. For instance, a medical

secretary may commonly take charge of maintaining a filing system for patient medical

records, expense reports for medical supplies and medications, procedural documentation and

other important documents.

• Organizing and conducting meetings: Along with scheduling meetings and conferences,

secretaries may also take on the responsibility of organizing and conducting meetings

2.1.2 Concept of Job Performance

Performance is the contribution of an individual to the overall success of an organization. Job

performance is often conceptualized as the actual output or results of an employee against the

desired goals and objectives of an organization (Vroom, 2010). Job performance can be

measured using two distinct but related constructs, that is, the operational and the financial

performance (Johari, 2011). Operational performance refers to the firm’s ability to efficiently

and effectively provides services to the customers. On the other hand, the financial performance

refers to the monetary measure such as profitability, return on investment, return on sales (ROS)

and operating ratios, to mention but a few (Motowidlo,2018). Growing emphasis has been given

to employee’s job performance as a source of competitive advantage to promote responsiveness

in enhancing overall organizational effectiveness. Performance is the level of an individual’s

work achievement after having exerted effort. It could also be defined as the set of workers’

behaviour that can be monitored, measured, and assessed achievement at individual level. These

behaviours are also in agreement with the organizational goals. Job performance is a human
behaviour which the result is an important factor for individual work effectiveness evaluation.

This view implies that organizations’ success or failure is dependent on job performance of the

individuals in that organization. Performance of a person on a job can be considered as a

function of two different variables. One of these refers to the ability or skill of the individual to

perform the job; and the second refers to his motivation to use this ability or skill in the actual

performance of the job. In this regard, performance becomes the product of information accessed

and effectively applied on the job for maximum productivity.

2.2 Challenges Facing the Secretaries Working in Commercial Banks.

The main purpose of office technology is to improve secretaries’ function. This is largely

achieved by producing information in a timely and effectively manner. Some of the automated

machines and equipments now in use in office include computer, internet, and word processor,

dictating and transcribing machines.

According to Unger (2004) he stated that the automation of office function saves time and

money, decease tension and increases productivity rate of workers. The use of typewriters has

advanced from manual to elective and presently to the electronic typewriters. This is an

innovation on the proceedings types to facilitate easy typing and increase the production and

performance speed of the secretary. Better quality products are achieved.

According to Henderson, (1999) secretary provides administrative support to senior level

professionals. Commonly called an executive assistant, this individual performs a variety of

clerical, operational and, sometimes, personal tasks aimed at ensuring that his employer's

business and personal lives function as efficiently as possible. Although this has been
traditionally viewed as an entry-level occupation, the role of executive secretary is extremely

challenging

 Effective Communication Perhaps the biggest challenge facing an executive secretary is

the constant need to communicate effectively with individuals of all professional levels.

Throughout the course of a day, an executive secretary wears many hats. She is a

gatekeeper, a confidant, a gofer, a record keeper and a manager. Her tone and demeanor

must change based upon the task that she is performing.

For example, when answering her boss' telephone, she must be stern yet professional

when speaking with a cold calling salesman. Alternatively, when taking dictation for her

supervisor, she must be the diligent subordinate. Likewise, when speaking with her

manager's spouse, she must be cordial and friendly. Maintaining each of these various

personas is a skill that she must continually hone.

 Technical Proficiency, The need to be technically proficient is a challenge imposed on

an executive secretary. He must know how to use various computer programs, such as

those used for word processing, financial spreadsheet maintenance and presentation

creation. In addition, he must be able to properly use a host of office machinery,

including photocopiers, fax machines and multiline telephones. On top of all of that, he

must also serve as the information technology help desk for his boss, troubleshooting his

office equipment as requested. If an executive secretary is not electronically inclined by

nature, mastering this equipment may prove difficult.

 Organization Skills, An executive secretary serves as the central nervous system of his

boss' office. All correspondence and communication goes through him. In addition, he is
 also often the clearing house through which the various projects undertaken by the

business are processed. As a result, the challenge of staying organized and on top of

everything is requested of him every day. If he were to drop the proverbial ball, business

may slow down, if not come to a complete halt all together.

2.3 Further Challenges Encountered By Secretaries Working In Commercial Banks

Secretaries are facing a lot of challenges and charge therefore, is a world of survival of the fittest.

The challenges and change are in academic qualifications, acquisition of skills, the environment,

roles and responsibilities. Secretaries today go to tertiary institutions [polytechnics and

universities] the curriculum of the secretarial course keeps changing to include Internet

application, word processing, desktop publishing, records management, time management,

business law, accounting information and communication technology for small organizations.

Secondary school graduates with basic skills may be employable. The acquisition emphasis on

shorthand when being reduced but the emphasis on typing is maintained because of its usefulness

on the computer keyboard. He must be adapt on the computer in word processing, spreadsheets,

Corel draw and desktop publishing, he must also acquire good communication skills and must

possess human and public relations skills. The environment office has moved from closed to

open. Although we still have closed offices have more advantages than disadvantages, especially

in terms of cost and supervision. Equipment is not duplicated, computers are now common

devoid of manual typewriters, the office furniture is more comfortable, the filling cabinets and

officers use air conditioners since fans are becoming outdated. Because of the air conditioner,

most buildings are poorly ventilated. The secretary is an assistant to manager, he plays

supportive roles however, secretary’s roles has increased, apart from the traditional

responsibilities, such as typing, taking dictation and transcribing, management records receiving,
storing and retrieving information or operating the computer, attending meetings, answering

telephone calls, he now carries out research, prepares the manager’s itinerary, makes travel

booking and hotel reservations, supervises the junior workers and make some decision using his

initiation. He should be able to answer some questions on behalf of the boss.

2.4 Theoretical Review

Waiyaki (2017) conducted a study ascertain the effect of motivation on employee performance.

The main purpose of this study was to examine the effect of motivation on the performance of

employees using the case of Pam Golding Properties, Nairobi. Motivation plays an integral role

in all organizations, whether private or public. This study was guided by three research

questions. A descriptive research design was adopted with Pam Golding Properties being the

focus organization. The population of this study comprised of all the employees of Pam Golding

Properties in Nairobi. The study populace and sampling frame comprised of a list of all

representatives that worked at Pam Golding Properties in Nairobi and was gotten from the

Human Resources department. The sample size of the study was 50.The research was analyzed

using Statistical Package for Social Scientists (SPSS) version 24.The study showed that there

was a lack of regular training and development for the employees to improve their key skills and

knowledge and this is an area that should bead dressed. The study also revealed that there was no

mentorship programme for employees either during on-boarding or to achieve their goals and

this would be greatly beneficial to them. The study concluded that money was a highly

motivating factor for the employees and management should look into increasing the monetary

and benefits package they give. The study concluded that money was a highly motivating factor

for the employees and management should look into increasing the monetary and benefits

package they give. The two studies differ in method of data collection. The previous study used
descriptive methods while, the current study used quantitative method of data collection. Also,

the previous study used census technique while, the present study did not carry out sampling

technique.

Olatunji & Fadairo, (2021) conducted a study ascertain the impact of training and development

on secretaries’ job productivity. The purpose of this research is to find out the impact of training

and development on secretaries job performance. Three research questions were raised in the

study. The population for the study was 73 which comprised the secretaries working in Ministry

of Finance, Enugu State. No sample size was drawn. The data obtained were analyzed using

arithmetic mean method and standard deviation. The reliability was determined by using

Spearman Rank Order Correlation Coefficient which yielded a result of 0.84. Findings from the

study indicated that Training and development has proved to be beneficial to the secretaries in

the organization as it enhances their job productivity. Also, Training and development have

greatly influenced secretaries’ performance and productivity in the organization. It was

recommended among others that or performance and promoting the image of the organisation,

also, management should implement a system regarding training and development for all

secretaries so as to ensure their career development. This study is related to the previous study in

that, the previous study examine impact of training and development on secretaries’ while,

current study examine factors determining job performance of secretaries in an organization. The

study differ in the sense that, the previous study studied impact of training and development

while, training is just a variable in the present study

 CHAPTER THREE

RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN

This research utilized survey research design because of the type of information needed in it. The

study sought the opinions of the secretaries from the organizations selected for the study on the

challenges secretaries working in commercial banks in Abeokuta, Ogun state.

3.2 AREA OF THE STUDY

The area of study for this research was Abeokuta South Local Government, Ogun State.

Researcher selected the area as is familiar with the area hence unnecessary costs were avoided.

Together with mentioned reason, the area is suitable to the title of the study as it provides a range

of services done by Personal Secretaries.

3.3 POPULATION OF THE STUDY

The population of this study comprised of four (4) selected banks namely first bank of Nigeria

plc zenith bank, united bank of Africa (UBA) Access bank in Abeokuta, Ogun State.

3.4 SAMPLE SIZE AND SAMPLING TECHNIQUES

The sample size for the study is thirty-two (32) secretaries selected through simple random

sampling techniques. Ten office managers each were selected from four (4) banks in Abeokuta,

Ogun State. The secretaries has been in these banks for the past three years the entire population

was used there were no sample.

3.5 RESEARCH INSTRUMENT FOR DATA COLLECTION

Structured questionnaire was used to collect data from the respondents the questionnaires was

made up of two sections section A consisted item which were designed to elicit personnel

information about the respondents such as bank and sex (female! male) while section B

contained 2 sub-sections with 18 items s. sub-section (B) contain 7 items on the challenges of

secretaries, section B2 contains 11 items on the further challenges of secretaries.

The respondents were requested to rate themselves on a two point scale of Yes or No

3.6 METHOD OF DATA ANALYSIS

The qualitative and quantitative approaches of analysis were applied to analyze data. The

analysis was mainly through numerical expressions, constructions of table, and graphs together

with analytical presentation.

3.7 ETHICAL CONSIDERATIONS

Due to involvement of human subjects, the researchers acquired a research permit from the local

government authorities as well as from the institutions under investigation. The researchers

ensured that names, identity and information provided by respondents remained confidential.

The researchers did not disclose any name of respondents in the final report.
 CHAPTER FOUR

4.1 SUMMARY

The major findings in this study were:

1. The fear of loss of job possible causes resistance to technological change, Adequate training

on enhances decrease tension and increase productivity workers, breakdown of office equipment

brings inefficiency cost of maintenance is heavily high and it brings expenses in the training of

staff and special pay of such staff.

2. Possess human and public relation skills, environment office from closed to open Acquire

good communication skill, adopt on the computer in word processing spreadsheet s, CorelDraw

and desktop publishing acquisition emphasis on short hand being reduced, and academies

qualifications acquisition of skills the environment roles and responsibilities.

4.2 CONCLUSION

In conclusion, secretaries in commercial banks face a number of challenges that can make their

jobs difficult and demanding. These include heavy workloads, multitasking demands, dealing

with high-pressure situations, maintaining confidentiality, and navigating internal politics.

Despite these challenges, secretaries play a critical role in the smooth functioning of commercial

banks and can contribute significantly to their success. With proper support, training, and

resources, these challenges can be addressed, allowing secretaries to thrive in their roles and

continue to make valuable contributions to their organizations.

4.3 RECOMMENDATIONS

Based on the findings of this study and the conclusion drawn from it the following

recommendations were made.

2. Organizations should equipment their offices especially that of their secretaries with

adequate training on computer because of their various challenges facing by secretaries in the

office.

3. Organization should do away with the old machines such as typewriting because of their

inefficiencies
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