CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

In a survey of the strategies for improving the functionalities of in-service training of secretaries in modern business organizations in Enugu State, we must first understand what in-service training is about. Scholars have defined it in many ways, and a few of these definitions are highlighted here in order to see how its functionalities can be improved for the modern secretary. In-service training has been described as the continued education of a person while in service. It has also been described as including all the activities that professional personnel engage in during service, designed to contribute to their professional improvement. A third view treats it as the professional growth of individuals within a respectful, supportive and positive organizational climate, with the ultimate aim of better learning. In-service training rests on the idea that employees' skills must be continually strengthened for the organization to grow (Ogunbayo & Fatai, 2022). Having seen these definitions, let us consider the strategies for improving its functionalities.

The aim of in-service training for secretaries is to help them overcome the many challenges that modern technologies such as computers, fax machines and word processors pose to them. To improve the functionalities of this training, it becomes imperative to train secretaries in the use of such equipment in order to enhance their productivity and efficiency. Nigerian evidence supports this need: a study of 609 professional secretaries in public universities in South-West Nigeria found a significant positive relationship between ICT literacy and competencies and job performance, and noted that secretaries themselves demand in-service training to improve their ICT literacy and competence (Edun & Soyebi, 2022). More recent work on the digital office skills that secretaries need for effective administrative service delivery likewise recommends modern ICT facilities and regular training (Egwunyenga, 2026). To improve the functionalities of in-service training for secretaries in a modern business organization, the training must also be well articulated and well designed towards both personal and organizational goals.

There are two schools of thought on the extent to which trainees should have a say in the design and running of in-service programmes. We are more interested in the second school of thought, which holds that trainees should participate in determining what should constitute their in-service training, because this helps to develop a sense of responsibility.

Granting study leave instead of relying on on-the-job training will improve the functionalities of in-service training of secretaries in no small measure. With study leave, secretaries will have enough time to concentrate on the training, and the stress that does not help learning will be removed. Time is widely recognized as a major constraint on the effectiveness of in-service training (Ogunbayo & Fatai, 2022).

The attachment of incentives such as promotion and monetary rewards can also enhance the functionalities of in-service training of secretaries. Training followed by appropriate rewards has been associated with higher productivity (Ogunbayo & Fatai, 2022). The type of personnel assigned to conduct the training will likewise improve its functionalities in no small measure, since in-service training is a two-way process that involves a trainee and a tutor. How the tutor handles the course will go a long way in arousing the interest and dedication of the trainees. Qualified personnel, whose teaching techniques are based on many years of experience, bring new motivation and fresh insights, and these will improve the functionalities of in-service training of secretaries in a modern business organization in Enugu State. Guidance from experienced professionals through mentoring has also been shown to influence the job performance of secretaries significantly, which is why professional training and certification programmes for secretaries are encouraged to build mentoring practices into their design (Oluwasina, 2026).

1.2 Statement of the Problem

The inability of employers to send their staff for in-service training creates many problems and pulls down efficiency and productivity.

Most modern business organizations in Enugu State lack qualified secretaries. They employ secondary school leavers as secretaries, who may not even know who a secretary is, much less what a secretary's duties are. Inexperience and lack of training pose a great problem when it comes to deciding what type of training to give such staff.

The establishment of staff development and distance education programmes for staff training is one thing, but a lack of facilities, the nonchalant attitude of employers and a lack of funds militate against the success of projects such as the in-service training of secretaries. Inadequate ICT competence among secretaries is among the consequences, and it has adverse effects on their job delivery (Edun & Soyebi, 2022).

Some employers lack adequate knowledge of how in-service training can improve their workers and, in turn, bring about greater productivity and efficiency.

Selfishness and greed are another problem facing the improvement of the functionalities of in-service training of secretaries in modern business organizations in Enugu State. Some employers overuse their secretaries while paying them very little, which makes it difficult for the secretaries to go for in-service training. When they do attempt to attend one, it is usually not of good quality, and the result is that they learn little or nothing at all.

These days, people are mainly interested in acquiring certificates and not really in acquiring skills or learning what they are supposed to learn. In this situation, such secretaries will inevitably receive what they have asked for, which is inadequate training.

Considering the above background, the study therefore seeks to create awareness of the need for improved functionality of in-service training of secretaries in modern business organizations in Enugu State, in order to promote efficiency and increase productivity.

1.3 Purpose of the Study

The study is therefore designed to:

1. Examine the literature on the in-service training of secretaries, with the intention of improving the functionalities of in-service training of secretaries in modern business organizations in Enugu State.
2. Determine whether secretaries in modern business organizations in Enugu State are given adequate training.
3. Determine the need for improving the functionalities of in-service training of secretaries in modern business organizations in Enugu State.
4. Create awareness of the need to employ qualified secretaries and to send them for improved in-service training.
5. Offer immediate and long-term suggestions for the improvement of the functionalities of in-service training of secretaries in modern business organizations.

1.4 Research Questions

This study will seek to answer the following questions:

1. What literature can be examined to improve the functionalities of in-service training of secretaries in modern business organizations in Enugu State?
2. How far are secretaries in modern business organizations given adequate training?
3. To what extent is there a need to improve the functionalities of in-service training of secretaries in modern business organizations in Enugu State?
4. What level of awareness needs to be created about the need to employ qualified hands in modern business organizations, and about the need to send them for improved in-service training programmes?
5. What immediate and long-term suggestions should be offered for the improvement of the functionalities of in-service training of secretaries in modern business organizations in Enugu State?

1.5 Significance of the Study

This study is significant for the following reasons:

1. It will go a long way towards creating the awareness that employers need in order to achieve improved in-service training of their secretaries, and so improved functionalities of those secretaries. This will make them more productive and efficient in their jobs, to the benefit of the employers and to the secretaries' own joy and satisfaction.
2. It will help to build the desire for self-development, as secretaries are given the opportunity for self-evaluation, which will in turn move them to strive for greater competence in their jobs, to the benefit of the employers.
3. The study will serve as a guide and as a motivational tool for both secretaries and employers of labour in modern business organizations in Enugu State.
4. It will help the Nigeria Labour Congress to put up a common front against mediocrity in the employment and in-service training of secretaries in modern business organizations in Enugu State, thereby creating job opportunities for qualified secretaries and a good basis for qualitative and improved in-service training of the same.
5. The study is significant in that it will help policy makers to take into account strategies for improving the functionalities of in-service training of secretaries in modern business organizations in the state, and to formulate development plans in their favour. Policy makers could even go as far as making a uniform and standard rule on how the in-service training of secretaries in modern business organizations in the state should be carried out. This in turn will put secretaries in the limelight and make for their better utilization.
6. It will take away redundancy and make secretaries feel fulfilled.

REFERENCES

Edun, H. J., & Soyebi, G. A. (2022). Relationship between information and communication technology (ICT) literacy and competencies and public universities professional secretaries' job performance. International Business Education Journal, 15(1), 120–130. https://doi.org/10.37134/ibej.vol15.1.9.2022

Egwunyenga, C. A. (2026). Assessment of digital office skills required by secretaries for effective administrative service delivery in tertiary institutions. Academy Journal of Information and Communication Technology, 1(1), 1–7.

Ogunbayo, S. B., & Fatai, O. B. (2022). Understanding the levels of productivity of teachers who are exposed to in-service training. Asian Journal of Assessment in Teaching and Learning, 12(2), 89–99.

Oluwasina, B. R. (2026). Professional mentoring and job performance of civil service secretaries in South-West, Nigeria. International Business Education Journal, 19(1). https://doi.org/10.37134/ibej.Vol19.1.7.2026