COMPARATIVE STUDY OF SECRETARIAL PROFESSION IN NIGERIA YESTERDAY AND TODAY
CHAPTER TWO
LITERATURE REVIEW
Conceptual and Theoretical Framework
The theoretical framework of this study is built on Holland (1959) typology theory of vocational behaviour. This theory focuses on occupational environments which are believed to exist. Holland (1959), the author of this theory classifies the environments into realistic, intellectual, social, conventional, enterprising and artistic environments. He believes that the way in which each individual adjusts to these working environments and how he develops skills relevant to each environment determines how well he will fit into each of the work environments.
The above theory has to do with this study in the sense that employees in public establishments are not expected to be stagnant if they must be relevant in the organization. They should be able to readjust themselves to innovations or technologies through in-service training which leads to increased productivity and the attainment of organizational goals (Ezeji, 2001).
Human behaviour theory concentrates on interpersonal relationship that exists between management and the workers. The relationship will aid management in realizing the organization goals. Taking a close look at these, it will be seen that the focus is generally on productivity and efficiency. The theory is related to this study because when there is an effective human relations (cordial relationship) between the employees and the management there will be increase in productivity and achievement of the organizational goals. (African Business School, 2009).
Scientific management theory was propounded by Fredrick Wilson Taylor. He was concerned during the late 1800s and early 1900s with emphasis that organizations placed on production. Taylor believed that any major problem confronting an industrial organization could be resolved if management would determine the expected level of output of employees and then communicate to these expectations to the employees. Scientific management, as conceived by Taylor, was designed to increase output of the employees and to improve the operating efficiency of the management. Taylor believed that workers have to overcome the fear of being replaced by machine or by an automated process. Taylor, therefore, advocated complete education of employees which help then to be more effective and efficient which leads to increased output and the achievement of organizational goals. This theory is related to this study because its focus is on how employees can be effective and efficient which leads to increased productivity and the attainment of organizational goals. This means that executive secretaries needs to be retrained and developed so that they can make maximum contributions to the achievement of organizational goals (Osuala, 1986).
Wandell French model (1978) views personnel functions as an operational process and a facilitating system within the organization. The model brings to light the interdependence of the various human resource management processes in organizations, with human resource management being presented as “diagnosis of planning and coordinating and controlling of a network of organization – wide process and facilitating systems pertaining to leadership, staffing, training and development, compensation and reward and organizational development”. This model is applied to this study (in-service training needs of executive secretaries in public establishments) because it views training and development as a process involving “a complex amalgamation of many sub-processes” aimed at increasing the capability of individuals and groups to contribute to organizational goal attainment. It also informs us that the level of training and development attained by employees directly affects organizational development. This is to say that if executive secretaries in public establishments are retrained and developed professionally, it will lead to development of the career growth potential of employees job performance and career advancement opportunities and the promotion of the organizational development which makes for the realization of organization’s objectives possible (Onah, 2003).
It has been emphasized that organizations cannot afford to stand still. They must be ready for change and so must the people who comprise them. In some ways it is difficult to separate the idea of staff retraining from that of organization development. Both are strategies for achieving change in order to maximize potential, and neither can one exist effectively without the other (Ofordile, 2007).
The term in-service training has been variously defined. In-service training is education for employees to help them develop their skills in a specific discipline or occupation. In-service training takes place after an individual begins work responsibilities. It is the training received by employees after he has entered his profession.(http://en.wikipedia.org/wiki/continuingprofessional/30/4/2009).
Cervero (1989) viewed in-service training as a form of continuing education for the profession. To him because of the importance of the work of the professionals such as teachers, lawyers, engineers, doctors, architects, secretaries, he contended that there is need for continuing education or development through a form of inservice training programme. In the developed world, specifically in USA the purpose of in-service training of employees includes to have the up-to-date knowledge about new developments, to have a continuous growth of intellectual as to give much needed help to employees so as to eliminate deficiencies.
The objectives of in-service training according to Bature (2002) include: to up-grade sub-standard employees, improve competence and effectiveness of employees, to reactivate professional employees who for lack of interaction had remained unproductive, to create opportunities for professional growth, retraining employees for new skills and responsibilities, to give the employees necessary orientation to new trends in the office and also to improve the administrative and supervision competence of employees. He maintained that there is great need for in-service training as it gives every employee no matter their areas of specialization the opportunity to reactivate themselves by means of modern methods and innovations in their field of study and it also enables them to share experience of new technology in their professional areas.
2.1.1 Need for Executive Secretary
Executive secretary is an individual who is employed in an organization responsible for providing secretarial, clerical, and administrative support in order to ensure that services are provided in an effective and efficient manner. He is expected to have a proficient knowledge in the following areas. Office administration, an understanding of relevant legislation, policies and procedures. Executive secretary must demonstrate the following skills that will make him effective and efficient in achieving the organizational goals and objectives. These skills include: team building, book keeping skills, analytical and problem solving skills, decision making skills and listening/communication skills, computer skills including ability to operate computerized accounting, spreadsheet and word processing programme at a high proficient level, stress management skills and time management skills. Executive secretary is a top-level officer who reports to a senior executive in an organization. An effective executive secretary is the one who can cope with all the stress and demands of the office in a manner that will ensure her overall control of the crises that may emanate from managing records, communication, information, people and other resources that are intrinsically involved in making office the nerve center of any business organization (Agbo, 2006).
Executive secretary is a public relations expert, a staff assistant and the boss’s office memory. She is responsible for much of the detail work of the office and is expected to carryout her duties with a minimum of supervision and direction. She represents the organization and her employer attractively to the public and generates good human relation in working with all employees on the organization. Executive secretary has a dual responsibility for the impressions she creates in the office. One is to herself, for she is judged by her personal appearance, personality, behaviour and attitude; the other is, to other employees with who she works with for they tend to pattern their behaviour as well as appearance after her. Her appearance and action-both good, and bad-are observed, analyzed and copied (Popham, Estelle, Marshall 1993).
Executive secretary is also known as administrative assistant who is responsible to provide high-level administrative support by conducting research, preparing statistical reports, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, arranging conference calls and scheduling meetings. May also train and ‘supervise lowerlevel clerical staff. (http://www.payscale.com/research/ZA/job). Executive secretary makes lesser administrative decisions based on knowledge of the organization’s policies. He handles project-oriented duties and may be held accountable for the timely completion of the task. He relieves the chief executive of routine administrative details. He also handles some correspondences on her own initiatives, maintain confidential files, gather data and compiles special reports, arranges appointments and interviews and representatives of his firms. The executive secretary may instruct, assign work and hire other clerical workers (Olufunwa, 1995).
The executive secretary has a myriad of administrative duties. Traditionally, these duties were mostly related to correspondence, such as the typing out of letters. The advent of word processing has significantly reduced the time that such duties require, with the result that many tasks have come under the purview of the executive secretary. These might include managing budgets and doing book keeping, maintaining websites, and making travel arrangements. He might manage all the administrative details of running a high level conference or arrange the catering for a typical lunch meeting. Often executives will ask their executive assistants to take meeting minutes and prepare meeting documents for review. He is expected to be creative on managing new situations
(http://en.wikipedia.org/wiki/secretary/29/4/2009).
Executive secretary is expected to work independently and without need for on-site supervision. He function as office manager for the organization. He is responsible for the day-to-day operation of the organization. He hires and supervises any paid office staff and routinely handles unusual problems under difficult circumstances in what is sometimes an unsettled environment. Executive secretary acts as liaison between management levels within the organization and manages all correspondences directed to the organization. He equally maintains all corporate books and accounts, receives and disburses funds and handles all corporate financial transactions in accordance with national accounting standards and accountants’ recommendations. He is expected to be computer literate and being fluent in Hyper Text Markup Language (HTML); Microsoft office professional education software suite, including the latest version of Microsoft word, Access, Excel, Power point, and Outlook.
2.1.2 Personal attributes of Executive Secretaries
According to Edun and Ajetunmobi (2000), the following are some qualities which can be ‘learned, required and/or developed through use and trainings by executive secretaries:
- Loyalty: Executive secretary’s loyalty should be to both the boss and the office in helping to achieve the objectives of the organization. This call for the sacrifice of her time whenever there is job to be done even if under stress. A loyal executive secretary should have a sense of belonging thus making herself part of the office and putting in everything. She has to ensure smooth running of the organization.
(2) Sociability: It is universally accepted that man is a sociable animal and the executive secretary is no exception. The executive secretary is expected to mix freely in the office without losing her self respect. She will thus know what goes on in the establishment. In the course of her official or social contacts she should however be mindful of the cliques which usually exist in various organizations. Ability to relate to all types of people will certainly help her in dealing with the various sections of the organization and outsiders or visitors.
(3) Sincerity: In whatever situation she may find herself, she is expected to be sincere on any subject about which she has to express an opinion, where the opinion would, however, hurt other people’s feelings then tact would have to be applied with sincerity still expressed.
(4) Self-reliance: Executive secretary should be prepared to face and deal effectively with new situations at all times. Taking decision and trusting in her own judgement will give her a feeling of satisfaction. The boss will thus be able to entrust routine work to her and confidently ask for her opinion on some delicate and sensitive matters.
(5) A high personal standard: The executive secretary should avoid careless and irresponsible work. She would always make it her policy to check everything she types before she removes it from the computer or before she passes for signature. Accuracy in everything she submits is a hallmark of efficiency. Executive Secretary is expected to develop skills acquired so that he can perform very well in the office.
2.1.3 Information and Communications Technology (ICT) skills for in-service training Needs of Executive Secretaries
The computerization of the office has added a new dimension to the role of executive secretaries in information and communication technology. Executive secretaries are therefore required to possess ICT skills to remain relevant in modern offices. Employers are of the view that advancement in technology, innovations in computer, telecommunication and the resultant effects have probably rendered executive secretaries effective in the electronic office (Okereke, 2005).
At the awake of Information and Communication Technology system,
there were fears that secretarial staff and practitioners will soon be thrown out of jobs and their places replaced by modern office machines and equipment. Most people raised questions such as, are we about to witness the death of secretarial profession? What is the future of the profession? etc Unfortunately, the progenitors of these ideas have forgotten that the advent of the dictating and other office machines some of our visionaries were busy preparing us for the funeral service of the profession only to discover later that any discovery in Information and Communication Technology system increases the demand and popularity of secretarial staff (Ihedioha and Donatus, 2008). They maintained that although ICT have had a tremendous impact on the way information is processed and the word processors and computers are replacing the standard typewriters, hence there has not been major change on the way information is put into the systems. Many of the office machines in the ICT system are fashioned after the manner of the typewriters – telex machines, computer/internet, hardwares etc, thus making the typing skills an adoptable skill on these machines. The same keyboarding system on the traditional typewriter is still being used on all ICT systems with other specialized keys. What the secretarial staff needs is to adopt herself to the new office machines and equipment.
The high rate of ICT in the developed countries has led Brown (2001) to state that there is no more critical question facing the developing world today than how to face the new challenges and opportunities offered by the information revolution and particularly the phenomenon of the internet.
The world is in an information age in which new ideas continually change our world. In every domain, the increase of knowledge leads to scientific break through that make lives better (Isoun, 2006; Oladere, 2006). There are obvious reasons to emphasize capacity building for executive secretaries in an information age. The information age has provided a rich global resource and collaborative environment for dissemination of knowledge and information. In the world at large, it is acknowledged that ICT is growing at a rapid pace with emerging technologies continuing to develop. The impact of public establishments has been fairly significant and is likely to increase more dramatically over the next few years as there is more knowledge explosion and various organizations are required to develop greater ICT capacity.
Rahman (2002) described Information and Communication Technology as
the technology of creation, processing, storage, retrieval and transmission of data and information, including telecommunication, satellite, computing (software) the internet and global systems of mobile Communication (GSM). And millions of computers brought together or that are interconnected over the world that can communicate with one another to exchange messages and share information from the internet which is an indispensable electronic resources for learning, teaching and research.
Information and Communication Technology revolution began with the development of the first set of computers in the 1950s. The first set of computer understood only the digital language of zero’s and one’s. Modern computer however, have the capability of reading, processing, and storing of millions of instructions per second. This is because today’s computer has brains, which are called microprocessors. In the developed countries, the downward trend in the prices of computers’ have brought about an increase in the demand for the technology. Hence, Jones, George, and Hill (1998), foresaw a situation when computers would become as common as wrist-watches. In the developed world today, even the most basic chores have been affected by ICT. All over the world, the prudent are taking conversion and adaptation courses in response to how information technology is affecting our environment.
Information and Communication Technology, according to Ayeni (2005) is the use of computers and communication gadgets in information processing. Information Technology is the use of computers and telecommunication devices for the acquisition, processing, storage and distribution of various types of information. Computer, therefore, is defined by Ayeni (2005), as series of related electronics machines which accepted data from input device, performs arithmetic and logical operations in accordance, with a predefined programme and finally transfers the processed data to an output device either for further processing or in final printed form such as statement of accounts, salaries schedules, etc. Onyewuenyi (1994), defined computer as a device capable of accepting information, applying described processes to the information, and supplying the results of the processes. It usually consists of input and output devices, storage, arithmetic, and logical units, and a control unit. Computers today are used with telecommunications devices like telephone modem, tax, satellite and others to transmit information at a speed that has never been seen before. He went further to say that computers are used to compile, store, and process information while the telecommunications devices under the control of a computer, transmit the information to the points where they may be needed.
Information and Communications Technology has wider spectrum of applications with much relevance to academic and professional skills development. Information and Communications Technology is concerned with the various means of generating, processing and transferring information using basically computers and telecommunication technology. That was why Onanusi (1998) rightly observed that the developed countries woke up just in time to embrace Information and Communication Technology. Bello (2001) noted that radical communication processes like the e-mail and internet is already being taken for granted in developed countries like United States of America, United Kingdom, Japan and even some African countries like South Africa and Ghana. Omo-Ettu (2001), also observed that in some developed countries citizens could now file tax returns through the internet. He also noted that because of the well developed internet culture in developed countries such advancement like job creation have been achieved to boost the national economy. Jobs are created in the areas of training and retraining, equipment, sales and services, software development as well as peripheral areas like data communications and telecommunications.
Obi and Oborah (2001), described Information and Communication Technology as a concept, which refers to broad combination of computing and telecommunicating technology for information processing. Fasae (2003), quoting Ehiemu (1996), that Information and Communication Technology is any technique used by people to handle information which involves the creation, storage, manipulation and communication of information. Folahan (2003), is of the opinion that Information and Communication Technology is the acquisition, processing, storage and dissemination of vocal, pictorial and numeric information by a microelectronic based combination of computing and telecommunications technology. In the same vein, Olofintila (2003), stated that Information and Communication Technology is the introduction of microelectronics and computers for the processing of data in order to produce the right information to the right decision maker, at the right time, in the right place at minimum cost. These definitions point to the fact that for someone to fit into the business world of the present age, he/she must be acquainted with the ongoing technological revolution. The most common application of computer technology is information processing which is the major role of any office.
Computer Technology Skills
The computer as one of the ICT components is the bedrock of information technology. Harrison (1997) defined a computer as any device capable of automatically accepting data, applying a sequence of process to the data and supplying the result of these processes. Aromolaran (1993), described computer as an electronic machine that stores and processes data or information. Osuala (2004), defined the computer as an electronic machine that accepts data through an input, does the arithmetic operations with a pre-defined programme for safe keeping or for later use. Components of computer include the monitor, Central Processing Unit (CPU), keyboard, mouse, printer and a modem (Alhassan, 2001). The monitor translates electrical signals sent from CPU into words that appear on the screen. The central processing unit consists of the memory, arithmetic unit, central unit and the operating console. The keyboard is one-way input into the computer. The mouse is an input device whose motions direct pictures to different areas of the screen. The printers translates electrical signals sent from the CPU into words or images that are then printed out on paper. The modems performs input and output function. It converts sound signals carried by telephone line into a form that can be understood by computer (Alhassan, 2001).
According to Nweke (2007), computer is an electronic device that receives, retrieves, and processes data, and can be programmed with instructions. He further said that computer is an electronic device that receives data as input, processes it, and gives out the results as output. Computer as a device is capable of receiving, processing, storing and retrieving data and can be programmed with instructions.
Oliver and Chapman (1993), defined computer as a device that works under the control of stored programs, automatically accepting, storing and processing data to produce information that is the result of the processing. Computer can be viewed from another point as an automatic device capable of carrying out calculation according to a predetermined set of instruction. Oliver and Chapman further said that when the computer processed data it actually perform a number of separate functions as follows:
1.Input: Most computers cannot accept data in forms customary to human communication such as speech or handwritten documents. It is necessary therefore, to present data to the computer in any way that provides easy conversion into its own electronic pulse based forms. This is commonly achieved by typing the data into keyboard device that converts into machine – sensible forms. A keyboard device is just one of the many kinds of input device. The mouse can also be used to input. In some cases, machine – readable documents or media are produced as part of the input process. Data finally enter storage.
2.Storage: Data and instructions enter main storage and are held until needed to be worked on. The instructions dictate action to be taken on the data. Result of action will be held until are required for output.
3.Control: Each computer has a control unit that fetches instructions from main storage, interprets them and issues the necessary signal to the components, making up the system. It directs all hardware operation necessary in obeying instructions.
4.Processing: Instructions are obeyed and the necessary arithmetic
operations etc, are carried out on the data. The part that does it is called the Arithmetic logic Unit (ALU). In addition to the arithmetic, it also performs so-called logical operations. This operations takes place incredibly as a high-speed e.g. 10 million numbers may be totaled in one second.
5.Output: Results are taken from main storage and fed to an output device. This may be a printer, in which case the information is automatically converted to a printed form called hard copy. Or alternatively data may be displayed on the monitor screen similar to that used in the television set (Osuwa, 2002).
Internet Skills
Internet skills is one of the Information and Communications Technologies that executive secretaries should possess and developed the skills to operate. The internet as an international network of computers has reduced the globe into a small village. Agbo (1999) described the internet as a worldwide assemblage of interconnected computer networks. It connects all manner of private, commercial, government and academic networks including a growing number of home computers. As a consumer of great resources of the internet, today’s executive secretary will be confronted with the concept of internet connectivity, the e-mail concepts, the skills in browsing the websites and the knowledge of how to use search engines to locate information. The term internet is used to identify any collection of networks into larger Wide Area Network (WAN). Internet often called the NET, the information superhighway or cyberspace is the largest computer network in the world. As networks, which is a groups of connected computers that allows people to share information and equipment.
The executive secretary being an integral part of the organization is being affected by the technological innovations in the world today has to be in tune with the Internet and its resources. The executive secretary should possess the necessary skills required to use these resources for her effectiveness in information dissemination, records management and general workflow. As enumerated by Menunwa (2001), internet resources include the following:
•Newsgroup /Usenet
•Telecommuting or Tele-working
•Computer Aided Telephony
•World Wide Web (WWW)
•Surfing the Net
•Internet Relay Chart
•Corporate lease Access
•File and Topic sharing
•Public voice messaging
•Radio Paging
•Video conferencing
•Mobile Telephone system
•Internet Address and Host Address.
The emergence of Internet represents a major new phase in human development, one in which potentially all knowledge is available to all citizens. It differs from other mass media both in its global nature and in that it supports participation from all with access that is, it is a truly many-to-many medium. The Internet is predicted to be as radical as the industrial revolution (Agomuo, 2005).
According to Agomuo (2005), the Internet, sometimes called simply “the net” is a world-wide system of computer networks – a network of networks in which users at one computer can, if they have permission, get information from any other computer (and sometimes talk directly to the users at other computers).
Adebayo (2002) added that access to the Internet implies having access to numerous basic services. This services are:
•Electronic mail
•Tele/video conferencing
•Access to information resources, research and library services
•File transfer protocol (FTP) downloading software distribution
•News group and discussion groups
•Telnet remote access, network computing
•Telephoning, fax, directories, audio broadcast, real time audio.
•Imaging, 3-dimensional live voice and video text.
•Archiving
•Integration with directory services
•Interactivity (real time calculators, searching etc)
•Hyper text linking
•Online ordering, invoicing and payment
•Intranet add to push technologies for future Internet
•Airline information, travelocity, the trip
•Weather information and satellite imaging
•Maps, map info
•Electronic books store catalogue, book pools, book purchase with full bibliographic information
•Electronic libraries
•Games – military entertainment
•Mail list
Internet skills enable the executive secretary to link up with the various departments within the organization as well as the outside world. He is able to supervise subordinates and other office functions effectively and efficiently. Therefore, for the executive secretary to be proficient at using and managing the vast resources available on the Internet, Blackbourn, Havice, Cawthow (2001) recommended the following Internet skills:
•Locating a specific website
•Becoming familiar with terms homepage, link URL, http, surfing, html
•Book marking and categorizing specific websites
•Awareness of different search engines and typical information provided, that is, yahoo, Excel, Net cape
Telecommunication Skills
Telecommunication is another component of Information and Communications Technology (ICT). It is also another technology skill the executive secretary requires and to improve upon as to be effective in office communication.
Agomuo (2005) stated that telecommunications may be referred to all twoway communication over distance or the transmission of signals over distances. Telecommunication is seen as a whole field of passing information and data, as a signal, stream or packets over a distance. Madaki (2006) explained telecommunication as the transmission and reception of information inform of electromagnetic signals. This information is related to spoken conversation or computerized data and can be carried over cabling or radio-based transmission. Computers can be linked over telephone lines using modems to convert digital output into suitable analogue signals. This made Ojukwu and Ojukwu (2002) outlined the telecommunication skills needed to be developed by executive secretary for effective office communication to include:
•Ability to send and receive E-mail
•Ability to manage and mail services (incoming and outgoing)
•Ability to fax messages
•Ability to operate teleconferencing facilities
•Ability to send and receive message through computer networks: Local Area Network (LAN) and Wide Area Network (WAN).
•Ability to send and receive correspondence by telex, telephone, mobile phone, private branch exchange
•Ability to know modem and telecom and their functions
Executive Secretary must be vast in ICT skills so also the human relations skills for effective operations in the organization.
Human Relations skills for in-service training needs of Executive Secretaries
One of the important skills required and to be improved upon by executive secretary is human relations skills. The effect of good human relations in the achievement of organizational goal is tremendous and the efficient executive secretary utilize this tool to their advantage. A number of executive secretaries are technically knowledgeable but have no idea about human relations and such ones do not understand that knowledge or skill is not enough to make one successful. If one must achieve result, a lot will depend on interactions with others, and such interactions evolve from acquisition and practice of human relations skills (Frank and Cephas 1999).
Raju (2001) defined human relations as the way two or more people behave toward each other in any situation. He further sees it as the ways people interact within a business organization. Odekina (2003) saw human relations as the ability to work with people and have a cooperative effort in teamwork. It involves the creation of an environment in which people feel secured and free to express their opinion. Agada (2006) defined human relations as a managerial process of integrating workers within the organization such that behaviour would result in the organization of both individual and organizational objective concurrently. He further stated that human relations involve managerial activities undertaken to determine the fundamental nature of human resources, integrating and being able to cope with the inevitable conflicts that will arise from such integration. This made Ocheja, Ajibo and Dogwo (2005) said that since a greater percentage of the executive secretaries job involves coming in contact with people either on the phone, in a meeting, face-to-face interaction with customer, staff and public, a good human relations is inevitable. A good executive secretary should be in the display of human relations skills and must be able to build team work among colleagues, respect personal dignity and worth of each members of staff and above all, be able to employ tact and initiative in his dealings with the public. It is evidently clear that the executive secretary in relating with people becomes the eye of the organization and thereby promoting the image of his boss in particular and the organization in general.
Administrative/Managerial skills for In-service training Needs of Executive Secretaries
Office management, in Osuala and Okeke (2006) is the directing and controlling of an office in order to attain its stated objectives at a reasonable cost. Osuala and Okeke also see administration as that part of management, which is concerned with the installation and carrying out of the procedures by which the programme is laid down and communicated and the progress of activities is regulated and checked against plans. Osuala and Okeke went on to assess that the function of management is to provide leadership and direction to a business organization. Management is the planning, organizing and controlling the total business activities and the leading of people so that the use of materials, men and equipment results in the efficient achievement of planned objectives. Odiba (2000) holds a similar view as he stated that administration is the formalized system which is intended to control, supervise, plan and make decisions about the various activities of an organization on the basis of established authority. The executive secretary as an office manager, plays major roles so as to ensure that people know what they are expected to do. Odekina (2003) said that planning is the process of deciding in advance what is to be done, when it is to be done, how it is to be done, and who is to do it. He further said that planning is the analysis of the relevant information from the present and the past and an assessment of probable future development so that a course for action (plan) may be determined that enables the individual or organization to maintain its stated objectives.
Nwankwo (2002) described management as involving elements of planning, organizing, direction, control, communication, decision-making, problem solving and human relation. He went further to say that management involves strategic innovation, initiating and bringing about change, creative problem solving and decision-making, actively seeking out alternative and opportunities, reforming, resolving conflicts, dynamic or active leadership, diplomacy, statesmanship and a high degree of risk taking and entrepreneurship.
Bagobiri and Kassah (2006) said management is concerned with seeing that jobs get done and done efficiently, its tasks all centre on decisions for planning and guiding operations that are going on in the enterprises. From the above it may be deduced that managerial action can direct and control to a great extent the nations, degree and pace of change occurring within the organization. It also shows that the process of management is rooted in the actions of people at work. They went further to say that management has been viewed as a function and process. As a function, management involves planning, organizing, leading and controlling the people working in an organization to achieve the organizational goals. As a process, management refers to the series of systematic, sequential, overlapping and interdependent steps by which goals of an organization are achieved. Acquisition of in-depth knowledge and skills of office administration and management particularly, having skills on the concepts office procedures, office machine and equipment, recording, general services, managing personnel, planning, and controlling will enable the executive secretary with administrative/managerial skills to fit into any organization and perform creditably, not only as executive secretary, but as an office manager whenever the need arises.
To have managerial skill, according to Anyaele (2003) is to be independent, creative, skilled, adaptive, unique; who is ready to assume responsibilities of coordinating the efforts or activities of others in order to achieve organizational set objectives. In administrative skills, an executive secretary should have the ability to provide adequate leadership for subordinates, the ability to inspire and motivate employees; the ability to instill in the subordinates the desire to act in the best interest of the organization and to be cooperative; the ability to work well with others and human relations skills are also crucial (Osuala, 1986).
The executive secretary should have and develop skills and ability to delegate responsibility as well as ability to make decisions effectively and to communicate with others. The ability to accept the view points of others and to exercise good judgement. Initiative is also crucial and the desire to continue to learn and to develop professionally.
Agomuo(1997) in Agomuo and Isu (2002) stated that due to the dynamic nature of the office, the role of executive secretary has continued to assume added dimensions. They observed that for large organization today, the executive secretary can lend administrative support to the executive by handling many time consuming duties and tasks such as compiling and organizing information for reports and long memorandum, maintain confidentialities, disseminating information relating to administrative policies researching data for presentation to be given by executive, composing and dictating certain letters and performing any other duties delegated by management.
Osuala (1998) in Agomuo and Isu (2002) maintained that most of the activities of the office such as accounting, mail handling, filing, telephone switching systems, reprographics etc are imperative for executive secretaries to be current with automation or in a contemporary office. They went further to say that with these skills the executive secretary will be more effective and efficient in his administrative/managerial roles.
Akpan (2004), observed that the success or failure of any organization depends on the way it is administered and managed. To put it aphoristically management makes or mars the business. Such an assertion is not out of place because management is the only factor that has the responsibility to set business objectives and to create the environment necessary to accomplish such objectives. Akpan (2004) defined administration as that part of management process concerned with the institution and carrying out of procedures by which the programme is laid down and communicated and the progress of activities is regulated and checked against targets and plans. Appleby (1981) in Akpan (2004) regards management as the carrying out of operations designed to accomplish aims and effectuate the policies (which of course are) determined by the administration.