THE POLYTECHIC, IBADAN

FACULTY OF BUSINESS AND COMMUNICATION STUDY

DEPARTMENT OF OFFICE TECHNOLOGY AND MANAGEMENT

SEMINAR TOPIC: Office Skill Competences Needed

By Secretaries for Effective Job Performance.

NAME: MATRIC NUMBER

AZEEZ REMILEKUN RUKAYAT 2011241090074

LEVEL: HND 111 P.T.

DEPARTMENT: OTM (Office technology

Management)
COURSE: SEMINAR ASSIGNMENT
1. Introduction
Significance of This Seminar:
Secretaries play a crucial role in maintaining the efficiency of office operations. They often serve as the
organization's representative, provide essential support to executives, and are integral to the daily
workflow. Inadequate skills can lead to operational inefficiencies, missed deadlines, and breakdowns in
communication.
Practical Example:
Consider a scenario where a secretary inadequately manages a manager’s calendar, resulting in
overlapping meetings and dissatisfaction among clients. This illustrates the importance of mastering skills
such as time management and effective communication.
Session Objective:
To assist secretaries in recognizing, acquiring, and enhancing the skills that render them invaluable in
their professional environment.
2. Essential Competencies for Secretaries
A. Administrative Skills
Administrative skills are fundamental to a secretary's role, facilitating the seamless execution of daily
responsibilities and alleviating pressure on executives.
Illustrations:
1. Schedule and Calendar Management:
- Secretaries utilize platforms like Google Calendar or Microsoft Outlook to organize appointments and
meetings.
- An organized calendar helps avoid missed engagements and scheduling conflicts.
2. Correspondence Management:
- Timely and professional email responses reflect the organization’s operational efficiency.
- Crafting clear memos or reports ensures that key stakeholders remain informed.

3. Organizational Skills:
- Effective filing systems, both digital and physical, enable quick document retrieval.
- For instance, categorizing folders by projects or departments minimizes the time spent searching for
files.
B. Communication Skills
Effective communication encompasses more than just sending emails; it involves how secretaries relay
information, engage with colleagues, and uphold professionalism.
Illustrations.
C. Technical Skills
The contemporary office environment is significantly dependent on technology, necessitating that
secretaries possess a high level of proficiency in various tools.
Examples:
1. Microsoft Office Suite:
- Word: Responsible for formatting contracts and drafting professional correspondence.
- Excel: Utilized for budget tracking, data analysis, and maintaining records of employee attendance.
- PowerPoint: Employed to create visually engaging presentations for meetings.
2. Office Equipment:
- Ensuring printers operate smoothly and addressing minor technical issues can lead to time savings.
3. Digital Tools:
- Applications such as Zoom and Microsoft Teams are crucial for organizing and conducting virtual
meetings.
- Collaboration platforms (e.g., Slack or Trello) facilitate efficient management of team projects.
3. Specialized Skills for Effective Job Performance
A. Problem-Solving and Critical Thinking
Scenario: A client contacts the office at the last moment to change a meeting time. The secretary must
quickly devise a solution to reschedule without interfering with the manager’s commitments.
Key Actions:
- Evaluate the available time slots.
- Coordinate with both the manager and the client to finalize a new meeting time.
- Promptly update the calendar to prevent any confusion.
B. Time Management and Organization
Effective time management involves recognizing which tasks require immediate focus and which can be
postponed.
Practical Tips:
- Implement the Eisenhower Matrix to classify tasks as urgent, important, or non-urgent.
- Divide larger tasks into smaller, manageable steps to enhance productivity.
1. Example: Prioritize the preparation of an urgent client proposal prior to arranging the supply inventory.
C. Teamwork and Collaboration
Secretaries frequently serve as intermediaries among various departments, ensuring that all parties are
well-informed and aligned.
Example: Facilitating communication between the Human Resources and Finance departments to
guarantee that all employee reimbursement requests are processed accurately and punctually.
D. Customer Service and Client Relations
The initial impression of an organization is often shaped by interactions with the secretary.
Practical Skills:
• Welcoming visitors with a courteous demeanor and professionalism.
• Addressing complaints with composure and directing them to the appropriate department.
• Example: In the event that a client expresses dissatisfaction regarding a delayed response, the secretary
should extend an apology, reassure them that the matter will be addressed, and escalate it to the relevant
individual.
4. Significance of Ongoing Learning and Flexibility
Secretaries must stay abreast of industry developments to maintain their effectiveness.
Example:
• When new software is implemented in the office (such as project management tools like Asana),
secretaries should proactively seek to master its use.
• Flexibility is also essential in dynamic environments where priorities may shift swiftly.
5. Challenges Encountered by Secretaries and Strategies for Resolution
A. Managing Heavy Workloads and Tight Deadlines
Solution:
• Develop the ability to delegate tasks effectively (for instance, assigning routine responsibilities to an
assistant).
• Employ time-blocking strategies to concentrate on specific tasks without interruptions.
B. Navigating Conflicts in the Workplace

Example:
• When two colleagues have differing opinions on scheduling a meeting, the secretary can propose
alternative solutions and facilitate a resolution.
C. Balancing Professional and Personal Life
Tips:
• Establish clear boundaries: Refrain from working beyond regular hours unless absolutely necessary.
• Utilize tools such as scheduling applications to optimize tasks and minimize overtime.
6. Practical Sessions
Interactive activities can significantly enhance learning by fostering confidence among participants.
These activities include:
• Role-Playing: Engage in scenarios that involve managing challenging clients or addressing urgent
requests.
• Tool Practice: Instruct participants on how to develop automated templates in Microsoft Word or utilize
Excel formulas for expense tracking.
• Team Collaboration Games: Conduct group activities designed to enhance teamwork and coordination.

A Secretary, also known as an administrative assistant, is a professional responsible for

providing administrative support to individuals, team, or organizations.
Their duties may include:
1. Scheduling appointments and managing calendars
2. Handling correspondences, emails, and phone call
3. Maintaining records and databases
4. Preparing documents, reports, and presentations
5. Managing office supplies and equipment
6. Coordinating travel arrangements and events
7. Providing customer services and support
Secretaries work in various settings, such as offices, hospitals, schools, and government
agencies. Their role is essential in ensuring the smooth operation of an organization.
Here are some example of Secretaries:
1. Administrative Secretary: Provides administrative support to executives, managers, or
teams.
2. Executive secretary: Serves as a senior administrative assistant to high-level executives.
3. Medical Secretary: Handles administrative tasks in healthcare settings, such as hospital
clinics.
4. Legal Secretary: Supports lawyers and law firms with administrative tasks, document
preparation, and research
5. Virtual Secretary: Offers remote administrative support to businesses, entrepreneurs, or
professionals
Other examples are; Departmental Secretary, Company Secretary, Permanent Secretary.
Here are some Essential office skill competencies needed by secretaries:
Administrative Skills
i. Record-Keeping: Maintaining accurate and up-to-date records and files.
ii. Scheduling: Managing calendars, scheduling appointments, and coordinating
meetings.
iii. Correspondence: Preparing and editing letters, emails, and other documents.
iv. Data entry: Accurately entering data into computer systems or spreadsheets.
Communication Skills
 Verbal communication: Clearly and professionally communicating with colleagues,
managers, and clients.
 Written communication: Preparing well-structured and grammatically correct documents.
 Telephone etiquette: Answering and directing phone calls in a polite and professional
manner.
Organizational Skills
 Time Management: Prioritizing tasks, managing time, and meeting deadlines.
 Task management: Coordinating multiple tasks and projects simultaneously.
 Filing and storage: Maintaining organized filing systems, both physical and digital.
Technical skills
 Microsoft Office: Proficiency in Word, excel, Power Point, and Outlook.
 Google Suite: Familiarity with Google drive, Docs, Sheets, and Slides.
 Email Management: Managing email accounts, including composing, sending, and
responding to emails.
Soft skills
 Discretion and confidentiality: Maintaining confidentiality and handling sensitive
information with discretion.
 Teamwork and collaboration: Working effectively with colleagues and managers to
achieve common goals.
 Adaptability and flexibility: Adapting to changing priorities, deadlines, and office
environments.

Other Skills
 Event planning: Coordinating meetings, conferences, and other events
 Travel arrangement: Booking travel and accommodations for executives and staff.
 Budgeting and expense Management: Managing office expenses, budgets, and financial
records.
These competencies are essential for secretaries to perform their duties efficiently and
effectively.
7. Conclusion
• Key Message: Proficiency in office skills is not merely about performing tasks; it is essential for career
advancement, increased productivity, and the overall success of the organization.
• Motivation: Participants are encouraged to recognize their areas for improvement and take initiative to
enhance their skills.