IMPACT OF STRESS IN SECRETARY JOB PERFORMANCE IN

SELECTED BUSINESS ENTERPRISE IN LAGOS STATE

BY

OGBEDI RITA OYINYECHKWU

F/HD/22/3630056

BEING A PROJECT SUBMITTED TO THE

DEPARTMENT OF OFFICE TECHNOLOGYAND MANAGEME
NT, YABA COLLEGE OFTECHNOLOGY, LAGOS STATE

IN PARTIAL FULFILMENT OF THE

REQUIREMENT FOR THE AWARD OF
HIGHER NATIONAL DIPLOMA (HND) IN
OFFICE TECHNOLOGY AND MANAGEMENT.

MARCH, 2025

1
 CERTIFICATION

This is to confirm that Ogbedi Rita Oyinyechkwu, with Matriculation

Number F/HD/22/3630056, from the Department of Office
Technology and Management at Yaba College of Technology, Lagos
State, has successfully completed this project titled Impact of Stress
On Secretary Job Performance In Selected Business Enterprise as
part of the requirements for the Higher National Diploma (HND)
award.

-------------------- ------------------
Mr Jinadu Y.O Date
Project Supervisor

---------------------------- ------------------------
DR A.E. Akhademe DATE
Head of Department

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 ACKNOWLEDGEMENTS

"I express my deepest gratitude to the Almighty God, creator of heaven and earth,
for blessing me with good health, knowledge, and wisdom to complete this project
successfully.
I would like to extend my sincere appreciation to my supervisor, whose guidance,
constructive feedback, and encouragement played a significant role in the
successful completion of this work. May God's abundant blessings be upon you for
your unwavering support.
I am also grateful to my loving parents and guardians, MR AND MRS OGBEDI
for their prayers, love, and encouragement throughout my academic journey.
Thank you for your unwavering support.
I appreciate the encouragement and support from my supervisor , MR JINADU
who provided motivation and assistance throughout this project. Thank you all for
being a constant source of inspiration.
Additionally, I acknowledge the contributions of various authors whose works I
consulted during my research and the respondents who took time to complete the
questionnaires. Thank you for your valuable input.
May God richly bless you all for your support and contributions."

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 Abstract

Stress is a pervasive issue in the workplace, affecting employees' well-being and

productivity. Secretaries, as the backbone of administrative support, are
particularly vulnerable to stress. This study investigates the impact of stress on
secretary job performance in selected business enterprises in Lagos State. The
specific objectives are to determine the sources of stress, examine the effects of
stress on secretaries' job performance, and identify coping strategies used to
manage stress. Research questions include: What are the sources of stress
experienced by secretaries? How does stress affect secretaries' job performance?
What coping strategies do secretaries use to manage stress? The hypothesis is:
"There is no significant effect of stress on secretary job performance." A
descriptive research design was used, with a survey method to collect data from
1000 secretaries and mangers randomly selected from the population. Primary data
was collected using a questionnaire, while secondary data was sourced from
journals and textbooks. The study recommends that business enterprises in Lagos
State should prioritize stress management initiatives to support secretaries' well-
being and productivity.

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 TABLE OF CONTENTS

Title Page i

Certification ii

Dedication iii

Acknowledgement iv

Abstract v

Table of Content vi

CHAPTER ONE

1.1 Introduction 1

1.2 Statement Of The Problem 2

1.3 Aim And Objective 4

1.4 Research Question 4

1.5 Scope Of Study 5

1.6 Significant Of The Study 6

1.7 Definition Of Terms 7

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1 Introduction 9

2.2 What is stress? 11

2.3 Types of stress: 13

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2.4 Relationship Between Individual and Organizational Stress 22

2.5 Causes and effects of stress 24

2.6 How to control stress 32

2.7 Good stress 33

2.8 Bad Stress 33

CHAPTER THREE: RESEARCH METHODOLOGY AND DESIGN

3.1 Area of Study 34

3.2 Research Design 34

3.3 Population of The Study 36

3.4 Sample and sampling Procedure Sample Size 36

3.5 Research Instrument 37

3.6 Validity of Research Instrument 37

3.7 Reliability of Research Instrument 39

3.8 Administration of Research Instrument 40

3.9 Method of Data Analysis 43

3.10 Decision Rule 43

CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS

4.1 Introduction 44

4.2 Analysis and Interpretation of Data 44

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4.4 Discussion of Findings 57

CHAPTER FIVE: SUMMARY, CONCLUSION AND

RECOMMENDATIONS

5.1 Introduction 59

5.2 Summary of Findings 59

5.3 Conclusion 60

5.4 Recommendations 61

References 65

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 CHAPTER ONE

1.1 INTRODUCTION:

The impact of stress on secretaries’ job performance has become a growing concern in

organization (Smith,2020, p. 12), secretaries play a vital role in the smooth operation of

businesses and their productivity is crucial to the success of the organization

(johnson,2019, P. 25).However, secretaries often face high levels of stress due to

their demanding roles and responsibilities. The roles and functions of the secretary

are basic to the organizational roles and so cannot be confined within the purview

of a job description. They range from covering of meetings, taking care of office

duties, keeping schedules in both hers and her boss’s desk diaries for complete and

effective job performance up-to-date and supervising subordinates as well as

keeping order generally in the office. All these to be done without a pause to

enable the smooth flow of work. Thus, she is also important to the organization

because of her ability to remain calm under extraordinary condition of work

pressures and human demands.

Stress is a frequent problem across occupations and it impacts on job performance.

Stress is defined as physiological responses that occur when an organism fails to

respond appropriately to emotional or physical threats. Odu and Vito (2017) opined

that stress is a condition of strain that has a direct bearing on emotions, thought

process and physical conditions of a person. The authors maintained that stress is a

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chronic complex emotional state with uneasiness characterized by various nervous

and mental disorders. According to World Health Organization (2016) also define

occupational stress as the perception of a discrepancy between environmental

demands (stressors) and individual capacities to fill these demands. The

organization added that work-related stress is a pattern of physiological, emotional,

cognitive and behavioural reactions to some extreme taxing aspects of work

content, work organization and work environment. These therefore suggested that

work-related stress was once thought of as occurring only in those who work in

senior positions; hence, stress is much more common in employees at lower levels

of workplace hierarchies, where they have less control over their work situation.

1.2 STATEMENT OF THE PROBLEM

Stress affect secretaries’ productivity, leading to decreased job performance

(Williams, 2018, p.30). this can resukr in error, missed deadlines, and poor

communication, ultimately affecting the organization’s reputation and bottom line

(Lazarus, 1991, p. 45). stress is a pervasive issue in the workplace, and secretaries

are particularly vulnerable due to their demanding roles and responsibilities.

Chronic stress can lead to decreased productivity, absenteeism, and turnover,

ultimately affecting organizational performance, current coping strategies used by

secretaries are ineffective in managing stress, highlighting the need for more

comprehensive and targeted intervention.

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The lack of support from organization and supervisors exacerbates the negative

effects of stress on secretaries’ job performance and overall well being.

1.3 AIM AND OBJECTIVE

AIM

The aim of the study is to investigate the impact of stress on secretaries’ job

performance in selected organizations in Lagos state, Nigeria, and to identify

effective coping strategies to mitigate its effects

OBJECTIVE

The objective of the study is to understand the impact of stress on secretary in an

organization

 To identify the sources and levels of stress experienced by secretaries in

selected organizations in Lagos State.

 To examine the effects of stress on secretaries' job performance, including

productivity, accuracy, and communication.

 To investigate the coping strategies currently used by secretaries to manage

stress.

 To determine the effectiveness of current coping strategies in reducing stress

and improving job performance.

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  To identify demographic factors (such as age, gender, and work experience)

that influence the impact of stress on secretaries' job performance.

 To develop evidence-based recommendations for organizations and

supervisors to support secretaries in managing stress and improving job

performance.

 To contribute to the existing body of knowledge on stress and job

performance, with a focus on secretaries in Nigeria.

1.4 RESEARCH QUESTIONS

The study will be guided by the following research questions.

 . What are the sources and levels of stress experienced by secretaries in

selected organizations in Lagos State?

 How does stress affect secretaries' job performance, including productivity,

accuracy, and communication?

1. What coping strategies do secretaries currently use to manage stress?

2. How effective are current coping strategies in reducing stress and improving

job performance?

3. Do demographic factors (such as age, gender, and work experience)

influence the impact of stress on secretaries' job performance?

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 4. What support systems can organizations and supervisors provide to help

secretaries manage stress and improve job performance?

5. What are the implications of stress on secretaries' well-being and job

satisfaction?

6. How can organizations and supervisors promote a healthy work environment

to reduce stress and improve job performance among secretaries?

1.5 SCOPE OF STUDY

This study aims to investigate the impact of stress on secretaries' job performance

in selected organizations in Lagos State, Nigeria. The scope of this study is as

follows:

1. Population: The study will focus on secretaries working in private and

public organizations in Lagos State, Nigeria

Sample Size: A total of 100 secretaries will be selected for this study using

stratified random sampling.

2. Geographic Location: The study will be conducted in Lagos State, Nigeria.

3. Time Frame: The study will be conducted over a period of three months.

4. Research Design: The study will employ a quantitative research design using

survey questionnaires.

5. Variables: The study will investigate the following variables:

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 a) independent variable: Stress

b) Dependent variable: Job performance

c) Moderating variables: Demographic factors (age, gender, work experience)

d) Mediating variables: Coping strategies

6. Data Collection: Data will be collected using a structured questionnaire

administered to the selected secretaries.

7. Data Analysis: Data will be analyzed using descriptive and inferential

statistics.

1.6 SIGNIFICANT OF THE STUDY

This study on the impact of stress on secretaries’ job performance is significant for
the following reasons:

1. Identifies the sources and levels of stress experienced by secretaries, which

can inform the development of targeted interventions to reduce stress.

2. Examines the effects of stress on job performance, providing insights into

the consequences of stress on productivity, accuracy, and communication.

3. Investigates coping strategies used by secretaries, which can inform the

development of effective stress management programs.

4. Explores demographic factors influencing the impact of stress on job

performance, providing insights into the needs of diverse groups of
secretaries.

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 5. Provides evidence-based recommendations for organizations and supervisors
to support secretaries in managing stress and improving job performance.

6. Contributes to the existing body of knowledge on stress and job

performance, with a focus on secretaries in Nigeria.

1.7 DEFINITION OF TERMS

The following terms are defined in the specific sense in which they were used in

this research study. They are as follows:

 Stress: A state of mental or emotional strain caused by adverse circumstances,

including work-related pressures, demands, and expectations

 Job Performance: The extent to which an individual accomplishes their job tasks,

duties, and responsibilities, measured by productivity, accuracy, communication,

and overall work quality.

 . Secretaries: Administrative professionals responsible for providing support

services, including correspondence, scheduling, record-keeping, and data entry.

 Productivity: The quantity and quality of work produced within a given timeframe,

often measured by tasks completed, goals achieved, or output generated.

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 Coping Strategies: Techniques and methods used to manage and reduce stress,

including problem-focused coping, emotion-focused coping, and avoidance

coping.

 Demographic Factors: Characteristics such as age, gender, work experience,

education level, and marital status that may influence an individual's experiences

and responses to stress.

 Work Environment: The physical, social, and psychological context in which an

individual works, including factors such as workload, supervision.

 Work- life balance: the ability to manage and balance work and personal

responsibilities, including family, leisure and self activities

 Emotional intelligence: the ability to recognize and understand emotions in oneself

and others, and to use this awareness to guide thought and behavior

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 CHAPTER TWO

RELATED LITERATURE REVIEW

2.1 INTRODUCTION

The essence of literature review in this study is to examine the extent to

work already done in the field of study and its related field, which will help to

establish facts for the current research work.

To a scientist, stress is any action or situation that places special physical or

psychological demand upon a person, anything that can unbalance his individual

equilibrium. And while the psychological response to such demand is surprisingly

uniform, the forms of stress are innumerable. Stress may be even but unconscious

like the noise of a city or the daily chore of driving the car. Perhaps the one

incontestable statement that can be made about stress is that it belongings to

everyone-to businessmen and professors, to mother and their children. To factory

workers. Stress is a part of fabric of life. Nothing can isolate stress from human

beings as is evident from various researches and studies. Stress can be managed

but not simply done away with. Today widely accepted ideas about stress are

challenged by new research, and conclusions once firmly established may be

turned completely around. Osibanjo, O. A. (2018) - Burnout: "A state of emotional,

mental, and physical exhaustion caused by prolonged stress, overwork, or intense

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pressure The latest evidenced suggested (Adeyemi Olatunji,2019) some stress is

necessary to the well-being and a lack can be harmful – Stress definitely causes

some serious aliment. Severe stress makes people accident prone.

The impact of stress on secretary job performance has been a topic of increasing

concern in recent years, as the administrative support role continues to evolve in

response to changing business needs. Secretaries are often the first point of contact

for clients and customers, and their performance can significantly impact the

overall image and reputation of the organization. However, the secretarial role is

also characterized by high levels of stress, arising from sources such as workload,

time pressure, lack of control, and poor work-life balance.

Research has consistently shown that stress can have a negative impact on

secretarial performance, leading to decreased productivity, accuracy, and job

satisfaction. Okechukwu-Okocha (2000) found that occupational stress was a

significant predictor of secretarial job performance, while Bakker et al. (2003)

identified workload, lack of control, and poor work-life balance as key stressors

affecting secretarial professionals.

Further studies have explored the impact of stress on specific aspects of secretarial

performance, such as communication skills (Rostami et al., 2011) and

17
technological competence (Oyewunmi et al., 2015). Others have examined the role

of coping mechanisms in mitigating the effects of stress on secretarial

performance, highlighting the importance of effective stress management strategies

(Ojo et al., 2018).

Despite the growing body of research in this area, there remains a need for further

investigation into the impact of stress on secretary job performance in selected

business enterprises. This literature review aims to address this gap, synthesizing

findings from existing studies to provide a comprehensive understanding of the

relationship between stress and secretarial performance.

This literature review aims to explore the impact of stress on secretary job

performance in selected business enterprises and to suggest possible solutions to

these problems, a number of books, journals and other available relevant materials

were reviewed.

2.2WHAT IS STRESS?

Stress has been described as a condition that results when an individual

perceives a threat to their physiological or psychological well-being (Olatokunbo

Fashola,2013).a state of mental or emotional strain caused by adverse workplace

18
circumstances(Udama,Ngozi,2020).Stress as a state of emotion, mental and

physical exhaustion caused by prolonged exposure to demanding

situation(Christina Maslach and Michael p. Leiter,2017). It can also be described

as broad problem areas, which tax the system and the response of that system.

A keyed-up feeling is the part of the fabric of life. Everybody has an

acceptable level of stress under which she can function effectively and the level is

called Optimum stress level.

Therefore, according to Olufemi Odejide (2006), it is not the absence of

stress but the presence of more or less of it that makes sense when seen as an

imbalance in the context of the organization/environment transaction. Basically,

both eustress (stress from joyful situation such as seeing a loved one) and distress

(stress from harmful sources such as verbal assault) work in the same way

biologically.

Odejide went further to state that it (stress) starts in the brain and acts in two

ways to direct the basic physiological changes involved in stress reactions. Thus:

(a) “It activates the pituitary glands which in turn orders the release of chemical

messages or hormones directly into the blood stream.”

(b) “It controls the automatic system which regulates the involuntary activities

of the body’s organs.”

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These two can reinforce each other to produce powerful and unmistakable signal of

stress.

According to Kristin Neff (2019), decisions are taken faster under this condition

based on the barest information. All these responses become dangerous when they

are prolonged and repeated often. When stress is generated in the body by a

stressor, strain response is built up, and if it is not eliminated at this stage, but

rather added to by the stressor, strain response continues to be built up and this

sparks off a chain of reactions in which an earlier reaction generates more stress

which is then built up to a new higher level of reactions and this continues till the

body can no more take the level of stress acting on it and then breaks down.

Babatunde, G. (2014) Effects of Stress on Employee Productivity: "The impact of

stress on employee performance, including reduced productivity, absenteeism, and

turnover."

This can be manifested physically in the form of physical deformation of

parts of the person or mental retardation or ill-health. Obayi,c.(2020). Stress

Management: "The process of identifying, assessing, and reducing stressors to

improve employee well-being and productivity.

2.3 TYPES OF STRESS:

There are two different types of stress.

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 1. Organisational stress

2. Individual stress

2.3.1 ORGANISATIONAL STRESS

(STRESS INVOLVED BY ORGANISATIONS ACTIVITIES)

Stress reaction in the framework used in this project; result from the

interaction between an individual’s predisposition to stress and the force exerted by

the environment.

The term “environment” includes all factors and forces external to

individual. Other environmental forces contributing to stress of professional

secretaries include economic factors (e.g. recession and inflation), cultural values

and marital and family problems.

Environmental factors such as general overcrowding and air, water, and

sound pollution create stress for individual stresses exerted by forces outside the

job may have spill over onto job behaviour.

Organizational activites can generate stress due to various fctors, including

role ambiguity, lack of autonmy, poor communication(Diyaolu,2004). In nigeria,

studies have shown that organizational stress is a significant concern, with

employees experiencing high levels of stress. These stressors can lead to decreased

job satisfaction, absenteeism and turnovers ultimately affecting organizational

21
performance(Egboro,2004) it is essential to identify and manage these stressors to

promote a healthy work environment and improve employee well being.

Under organizational stress, we have:

(a) UNDER UTILIZATION OF ABILITIES:

The underutilization of abilities is a significant concern in Nigerian organizations,

where employees' skills and talents are often not fully utilized (Akingbade, 2011).

This phenomenon can lead to decreased job satisfaction, low morale, and reduced

productivity (Owolabi, 2009). According to Ojo (2008), the underutilization of

abilities can result from poor job design, inadequate training, and lack of

opportunities for growth and development.

Feelings of not been challenged, of one’s intellectual abilities and formal education

being wasted, and of being over-qualified for present job responsibilities represents

an omnipresent complaint of dissatisfied professional secretaries.

(b) JOB INSECURITY:

Job insecurity is a pervasive concern in Nigerian workplaces, where employees

face uncertainty and anxiety about their job continuity (Owolabi, 2009). This

phenomenon can lead to decreased job satisfaction, reduced productivity, and

increased turnover intentions (Akingbade, 2011). According to Ojo (2008), job

insecurity can result from organizational restructuring, downsizing, and lack of

clear communication.

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 Traditionally, production workers were the first to be laid off during times of

business downturn. More recently, top management has looked toward

administrative and technical personnel as more dispensable than direct production

workers, perhaps not without justification. As expressed by Ducker, “there is not

one company I know of where a sharp cat in the number of executives would not

be a real improvement.” Fear of being fired thus possess another source of stress

to professional secretaries.

(c) UNCERTAIN PROFESSIONAL STATUS:

Stresses created by under-utilization of abilities and job insecurity

contributes to feelings of uncertain professional status. Those who do not know

whether they are engineers or not in their places of work fall within this category.

(d) INSUFFICIENT AUTHORITY:

Primers of management contend that authority should be commensurate with

responsibility. Yet, this axiom is often violated in organization life. This

discrepancy between power granted and power needed to accomplish a given task

is a source of stress and frustration to many professional secretaries. Insufficient

authority sometimes manifests itself in a secretary not receiving the backing she

needs from management to carry out its directives.

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(e) EXHORBITANT WORK DEMANDS:

The Nigerian work environment has been characterized by increasingly

demanding workloads, leading to a surge in exorbitant work demands

(Olowookere, 2018). This phenomenon has resulted in employees experiencing

chronic stress, decreased job satisfaction, and reduced productivity (Oyewunmi,

2019). According to Oluwatoyin (2017), the consequences of exorbitant work

demands can have far-reaching effects on employee well-being and organizational

performance.

Professional secretaries and some professional employees often find

themselves faced with a punishing workload. (This is not today that may such

people use busy work scheduled as a defence against having to deal with family

problem). Tightly scheduled work days, heavy travel, and simultaneous demands

exerts considerable stress. Work weeks of 60 hours or larger not uncommon in

management position in business and some government and educational

institutions.

(f) CONFLICT WIHTIN ORGANIZATIONS:

Conflict is a ubiquitous phenomenon in Nigerian organizations, affecting

employee relationships, productivity, and overall performance (Akinnusi, 2015).

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The complex and dynamic nature of Nigerian work environments, characterized by

cultural diversity, power struggles, and communication breakdowns, often gives

rise to conflicts (Egboro, 2013). According to Ojo (2012), effective conflict

management is crucial to minimize the negative impacts of conflict and harness its

potential benefits.

Intergroup and interpersonal conflicts in an inevitable part of organizational

life. Whenever individuals compete for a limited supply of resources, some degree

of conflict ensures.

(g) LARGE ORGANIZATION PETTINESS:

Computers and copying machines are not without dysfunctional

consequences in terms of creating stress for secretaries. In-baskets have reached

an untenable size for many professional secretaries. More information is available

to read than most secretaries have the time or desire to read. Added to this burden

are business letters, intercompany memorandum, telephone calls, trade and

technical journals and normal newspaper reading. Generation magazine calls this

form of over stimulation, “DECISION STRESS.” The harangue of information

and number of alternatives provided by computers alone can drive a secretary into

a corner. This is a very important point to note by all secretaries who are involved

in a very busy schedule.

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(h) PRESSURE TOWARD CONFORMITY;

Individuals show wide variation in their willingness to conform to a norm

established by the organization. For some individuals and professional secretaries

the pressure to conform represents a stress in their lives.

(i) IN APPROPRIATE LEADERSHIP STYLE:

Under extreme circumstances, the leadership style of a superior can create

stress for a subordinate live secretaries. An authoritarian and hostile lead might

cause more psychological pressure on a given individual than the person extreme, a

superior who employs laisser-faire, non directive leadership style might create

stress for a secretary or individual who is dependent upon structure. In general,

autocratic managers create more stress upon subordinates (secretaries) than do

permissive managers.

2.3.2 INDIVIDUAL STRESS

(STRESSES INDUCED BY INDIVIDUAL)

The stress to be described next, stem from conflicts that are more nearly a

product of the individual’s internal conflicts or perceptions than they are product of

organization pressures. Assume that a young man conducts market research for an

air conditioning company. Gradually, he develops a mild stress reaction because

his perception is that such activity lacks relevance. Defining relevance, of course,

26
is a value judgment. Air conditioning, to many of its users, has considerable

relevance because it satisfies their need for comfort for those unable to tolerate

excessive heat and humanity, air conditioning might even prevent heart disorder.

Under stresses induced by individuals we have:

(a) LACK OF RELEVANCE

Ideals have a strong enough impact upon the psyche to cause stress for some

individuals, when these ideals cannot be reached, many professional secretaries

have developed a set of ideals which, as mentioned above lead them to interpret

their work in corporate life as lacking relevance.

(b) OBSESSIVE CONCERN FOR WORK

Desire for vertical mobility sometimes reach obsessive proportions.

Individuals obsessed with work operate under a high level of stress, pressure, and

conflict. Time and effort expanded by these people on their jobs far exceed the

demands placed upon them by the organization. Obsessive devotion to work does

not inevitably lead to the most productive output.

(b) FRUSTRATED AMBITIONS

Frustrated ambition is a pervasive phenomenon in Nigerian organizations,

where employees' career aspirations are hindered by various obstacles

(Oluwatoyin, 2017). This can lead to decreased job satisfaction, reduced

productivity, and increased turnover intentions (Akinbode, 2016). According to

27
Oyewunmi (2019), frustrated ambition can result from lack of opportunities for

growth and development, poor career guidance, and inadequate support from

supervisors.

Cultural pressures dictate – perhaps more so in the recent past than in the

present that members of hierarchical organization must keep pushing toward a

higher position on the corporate ladder. Maintaining yourself at a comfortable

Plateau, or being demoted, is thus interpreted as failure. Frustrated ambitions and

goals are the cease of many psychological stress from failure to be promoted even

when their financial needs are satisfied at their present level of responsibility.

(d) CAREER VERSUS FAMILY DEMANDS

Work addicts, experience conflicts to some extent because personal and

family life interfere with their work. Many more professional secretaries

experience conflicts because work and family place overlapping demands upon

their time. Conflict occurs because the person wants to devote adequate attention

to both family and work.

(e) MIDDLE-AGED CRISIS

Stress directly traceable to secretaries/person who have reached middle age

and failed to achieve career goals is experienced by a large number of professional

secretaries. “It is depressing to know that I am no longer a young man with

28
potentials. I am kind of middle-aged nobody now”. Commented a laboratory

group leader. Levinson uses age 35 as the entry point into middle-age. By this age

in life, most secretaries have enough data to make a realistic assessment of their

success and failure pattern of life.

2.4 RELATIONSHIP BETWEEN INDIVIDUAL AND

ORGANIZATIONAL STRESS

Gideon Okedayo ( 2017) have recently developed a system’s model of the

relationship between individual and organizational response to stress that integrates

some of the ideals to be presented in this project. This model is shown in figure 1.

Stress, in their conception is an external force operating on a system, be that

system and organization or a person. Strain is the change in the state of the

internal system. (Stress and Strain, these are not synonymous). When individuals

or organizations are subject to external stresses, it may lead to internal strains.(

Afolabi, O. E. 2019) - Occupational Stress: "Stress related to the workplace or job

demands, including physical, emotional, or psychological strain..

Stress was originally an engineering term introduced into the social sciences

by (Hane Selye2001) Selye views stress as the “non-specifically induced changes

within a biological system – non-specific, because it implies that any adaptation to

a problem faced by the body, irrespective of the nature of the problem, is included.

29
 Organizational response to stress will change the organization environment

for the professional individual and may thus create strain for the individual. Stress

placed upon the organization thus may ultimately result in individual stress and

strain. For examples, a state-supported hospital may respond to budget cuts by not

hiring replacements for many employees who have normal attrition, employees

will experience heavier workloads because a smaller number of people will be

performing the same amount of work performed in the past by a larger number of

people

Figure 1

Organizational Organizational Individual

Organizational Stress
stress Strain
Response

Individual
Strain

Individual
Response

INTERNAL ORGANIZATIONSL STRESS

Fig. 1 above shows a model of organizational and individual adaptation to stress.

(Reproduced with permission, Douglas T. Hall and Roper Mansfield,

“Organisational and individual response to external stress”, Administrative Science

30
Quarterly Vol. 6 No. 4, December 1971 pp. 533-547). This increased workload

may lead to strain for some secretary.

2.5 CAUSES AND EFFECTS OF STRESS

CAUSES OF STRESS

There are a lot of factors that are responsible for stress on secretary’s job

performance. Among them are:

- Social stressors

- Personal traits

- Intrinsic job factors

- State of preparedness for the job

- Roles and responsibilities

(a) SOCIAL STRESSORS:

Marshall et al (2015) found that the family can be a very great source of

stress to the worker, especially where the stages of growth of children are still at

such levels then they need constant attention or during adolescence when they get

into a lot of problem. A secretary who a lot of family problems may find it

difficult to divorce work from family problems. . Oladapo, O. (2017) - Stress: "A

state of mental or emotional strain caused by adverse circumstances, pressure, or

demands that can impact mental health."

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 Almost Nigerian roads, apart from the national express ways, are bad and

most of the vehicles plying them are not road-worthy as well as insufficient

number of vehicles for public transportation. This makes Nigerian worker to go to

work under the most in human conditions of transportation which forced them to

arrive late at work place. When they get there, they are met with queries for late

coming. The secretary finds that urgent work have piled up on her table and in the

bid to catch up with time, stress is generated in her.

(b) PERSONAL TRAITS:

In the times of recession which is normally accompanied by low standards

of living, financial difficulties are uppermost in people’s minds if a secretary is

suffering from financial problems, this will affect her concentration on the job at

hand, and since the secretarial functions normally require high still and hundred

percent concentration, this invariably affects the kind of work she does. The

problems are normally compounded if the organization does not make any move to

help ameliorate the sufferings of its workers. She feels alienated on her own and

questions the wisdom of her dedication to her job when it is not capable of helping

her solve her problems.

People have different biological make-ups and are reared in different social

environments. These differences in make-ups make different people to respond to

the same stimuli on different ways. Marshall (2015) suggested that people should

32
be taken individually when judgments of responses to stress are being made. Also,

Alexandra Michel (2020) found that psychological barriers of individual worker

may reduce effectiveness of the worker. Therefore, if one secretary is not stressed

by a particular job factor, all secretaries should not be expected to endure such a

stressor. The best thing to do is to try as much as possible to eliminate those job

characteristics that make her one of the most stressful jobs around.

They are found to be challenging working, overload of work, time pressure,

high achievement prerogative, hyper activeness and hyper alertness as well as a

tendency to neglect every other life commitment in the bid to satisfy the job

commitments. All these are stress-prone to work behaviour that are very likely to

generate stress for the secretary and which may affect her job performance.

(c) INTRINSIC JOB FACTOR:

Most of the sources of stress in the modern world are so familiar that they

are taken for granted. Again, every job description contains factors that for some

people at sometimes can result in stress.

With This intrinsic factor include noise, sitting arrangements, welfare and

hygiene, lack of proper qualifications for different conflicting roles one is expected

to play in the work place as well as the strenuous relationship she encounter in the

work environment.

33
 Most organizations locate their businesses along the road for easy

accessibility to the customers, but this increase the amount of traffic noise that gets

to the office. When the jingling of telephones and clatter of typewriters are added

to it this can build up to a crescendo of noise that can be nerve-wracking, fatiguing

and can retard work performance. Noise can cause hearing damage permanently or

temporarily by destroying the nerves in the inner ear.

Research reveals that noise is a common problem in offices. Audio typists

and telephone operators are exposed to noise levels, which may result in permanent

hearing damage.

Sitting arrangement is very important but often ignored. The normal

muscular work requires alternate contraction and relaxation of the muscles for the

increase in blood flow and the easy removal of waste products. However, in most

offices, desks, tables, chairs and other furniture with which the secretary works are

often inadequate for her and help to hinder the degree of manoeuvrability during

the course of the work.

The offices, shops and Railway Act of 1974 stipulates that each person must have a

minimum of forty (40) square feet of floor space, excluding furniture and fit-up, to

herself, but of ten this is not the case in most work places: A research evidence

showed that one hundred and thirty jobs were examined and the job the secretary

does came second as the most stressful of all examined. Adeoluwa, O. (2015)

34
Occupational Stress and Job Satisfaction: "The relationship between work-related

stress and employee satisfaction, including factors such as workload, work

environment, and work-life balance."

McEwen (2000) found that in Britain, 2,000 people are killed by work

accidents yearly, more than one million sustain injuries that keep them off work for

three days each year and these are due to poor furniture, horrible conditions of

work and deplorable environment of work.

How much havoc are worked-related accidents routing the lives of Nigerian

workers where there are no reliable records of those we do not know. Slippery

floors, inadequate lighting, fall file cabinets that are shaky, starling telephone wires

etc. are some of the causes of these accidents that were identified.

(c) STATE OF PREPAREDNESS FOR THE JOB

Aruoture, emphasized that choosing a career entailed taking stock of where

one has been, where one is presently and where one wishes to go.

Today, in Nigeria, people go into the secretarial profession without the

temperamental and physical qualifications, which are so vital if one is to succeed at

it. Foluke Are (2019) said that the problem of many school leavers is that they

dabble into professions for which they do not have the calling because of improper

or total lack of guidance and counselling. A career such as the secretarial career

involves not only systematic education for the actual occupation but also

35
systematic occupational experience for which each occupation is considered as

technical and social preparations for the succeeding one. (Ajibabe,F.O.2019)Work-

Life Balance: "The balance between work and personal life, including time

management, boundaries, and priorities to reduce stress and improve overall well-

being

Knowledge of human relations, business communications, current affairs

issues and a secretarial functions as well as the skills are necessary if any particular

secretary is to operate without stress due to lack of confidence and preparation for

the job if these are lacking, they lead to the production of a half-baked secretary

who is no good to herself or the organization and who is always experiencing

stress and work crisis due to lack of the ability to meet work-related situations.

(e) ROLE AND RESPONSIBILITIES:

The nature of the secretary’s job makes her role in the organization difficult

to describe, especially since technological advancement increase the functions she

is expected to carry out daily. The University of Michigan identified role

ambiguity as one of the greatest causes of job stress. This role ambiguity is

normally brought about by inadequate information about the job, unstated job

objectives and more than one superior instruction to a subordinate.

Lack of clear definition of the secretary’s job places her in the boundary

position between the boss and other workers, and between the company and

36
outside visitors for she is expected to mediate with these different groups to

achieve satisfaction for all of them. This problem is one of the extremely high role

conflict and stress.

The secretary’s responsibilities in the organization include taking care of her

work and boss’ work schedule as well as ensuring that the important company

information are safeguarded and that the machinery she works with are in good

conditions. She is expected to supervise junior secretaries, typists, messengers,

and other office clerks, and at the same time maintain good human relationships

with them. This role according to Sualawa (1984) is a delicate one to perform

successfully. She often has to take responsibility for work for which her authority

is not commensurate or not clearly stated. Often she acts as the boss in cases of

emergency and has to assure rate workers or visitors that everything is in order

when she herself does not even know what the cause of the trouble is. Her position

as a supervisor makes her not to belong fully to the class of junior workers, nor can

she claim to be a team with the top management. Alonge, A. (2016) Stress

Management Techniques: "Methods or strategies used to manage or reduce stress,

such as relaxation, exercise, or problem-focused coping.”

Marshal l(2017) quoted that “responsibilities for people is more likely to

cause stress than responsibilities for machines.” If a secretary is lacking the

37
necessary fact for handling strained human relations, she may cause her company

to lose valuable customers and custom.

Therefore, it is found that where subordinate feel that their bosses are

inconsiderate and overly critical of performance, there is much stress and it

becomes very difficult to balance the entire job – required behaviour in order to

produce excellent work. All these lead to manifestations of problems to both the

worker’s health, his mentality and his ability to perform his roles well.

IMPACT OF STRESS

The impact of stress refers to the physical, emotional, behavioral, cognitive, and

organizational consequences that occur as a result of experiencing stress. Stress can

affect individuals in different ways, and its impact can be both immediate and

long-term.

Physical Impact: The physical effects of stress on the body, such as headaches,

fatigue, and digestive problems.

Emotional Impact: The emotional effects of stress, including anxiety, depression,

mood swings, and irritability.

Behavioral Impact: Changes in behavior as a result of stress, such as

procrastination, absenteeism, and decreased productivity.

38
Cognitive Impact: The effects of stress on mental processes, including decreased

concentration, memory lapses, and decreased problem-solving skills.

Organizational Impact: The effects of stress on the organization, including

decreased team morale, reduced productivity, and increased turnover.

Overall, the impact of stress can be far-reaching and have significant consequences

for individuals and organizations.

2.6 HOW TO CONTROL STRESS

Stress occurs when you perceive that demands placed on you — such as work,

school or relationships — exceed your ability to cope. Some stress can be

beneficial at times, producing a boost that provides the drive and energy to help

people get through situations like exams or work deadlines. However, an extreme

amount of stress can have health consequences, affecting the immune,

cardiovascular and neuroendocrine and central nervous systems, and take a severe

emotional toll.

Here are five healthy techniques that psychological research has shown to help

reduce stress in the short- and long-term;

1. Take a break from the stressor

2. Exercise

3. Smile and Laugh

39
4. Get social support

5. Meditate

2.7 GOOD STRESS

Good stress helps us go about our daily tasks and achieve those hard-to-reach

goals. This stress, called eustress, helps us learn new things, adapt to change and

engage in creative thinking. Everyone experiences good stress on a daily basis.

Another form of good stress is the stress that enables us to survive in times of

trauma. This stress makes us aware of danger and enables us to escape when we

need to.

2.8 BAD STRESS

Bad forms of stress do not help us achieve goals or tasks, but instead actually

inhibit our ability to function on a daily basis. Bad stress occurs when too much

stress builds up around us. Once the body feels there is too much stress, it will

begin to break down, causing symptoms like perspiration, anxiety, headaches and

rapid breathing. This kind of stress can take a huge toll on your physical and

mental well-being.

40
 CHAPTER THREE

RESEARCH METHODOLOGY AND DESIGN

3.1 AREA OF STUDY

This study aims to investigate the impact of stress on secretaries' job performance

in selected organizations in Lagos State, Nigeria. The study will focus on

secretaries working in private and public organizations in Lagos State, Nigeria.

3.2 RESEARCH DESIGN

Research:

The study aims to investigate the impact of stress on secretary job performance in

selected business enterprises. A literature review will be conducted to examine

existing research on stress, job performance, and secretarial roles. A mixed-

methods approach will be used, combining surveys, interviews, and observations to

collect data. The research questions include:

 What are the primary sources of stress for secretaries in selected business

enterprises?

 How does stress impact secretary job performance?

 What strategies can be implemented to mitigate stress and improve job

performance?

41
Design:

The design phase will focus on developing strategies to mitigate stress and

improve secretary job performance. User research will be conducted through

interviews and focus groups with secretaries, supervisors, and HR personnel to

understand stressors and performance challenges. Design concepts will be

developed, including prototypes for stress management programs, training

initiatives, and workflow optimizations. The designs will be tested and iterated

based on feedback from secretaries.

The design objectives include:

 Developing a stress management program for secretaries

 Creating a training initiative to enhance secretary skills and resilience

 Optimizing workflows and processes to reduce secretary workload and stress

Research methods include surveys, interviews, and observations. Design tools

include sketching and prototyping, user flow diagrams, and wireframing and

mockups.

By integrating research and design, this study aims to provide actionable solutions

to mitigate stress and improve secretary job performance in selected organization

42
3.3 POPULATION OF THE STUDY

The population of the study on the impact of stress on secretary job

performance in selected business enterprises includes secretaries consist of 1000

secretaries and mangers working in various industries, such as finance, healthcare,

and technology, with at least 6 months of work experience. This includes

secretaries with varying levels of education and training, and those with different

job responsibilities and roles, such as administrative assistants, executive

assistants, and receptionists.

3.4 SAMPLE AND SAMPLING PROCEDURE. SAMPLE SIZE

The sample for the study on the impact of stress on secretary job

performance in selected business enterprises could consist of 1000 secretaries and

mangers working in various industries, such as finance, healthcare, and technology.

The sample size was done using Taro Yamane formula

The Taro Yamane formula is used to calculate the sample size (n) from a
population (N) with a given degree of freedom (e).

Given:
N = 1000 (population size)
e = 0.05 (degree of freedom, or margin of error)

Plugging in the values, we get:

n = 1000 / (1 + 1000(0.05)²)
n = 1000 / (1 + 1000(0.0025))
n = 1000 / (1 + 2.5)
43
n = 1000 / 3.5
n = 285.71

So, the sample size (n) would be approximately 286.

3.5 RESEARCH INSTRUMENT

The research instrument for the study on the impact of stress on secretary job

performance in selected business enterprises is a questionnaire or survey. The

questionnaire includes demographic information such as age, gender, education

level, years of work experience, job title, and industry.

Additional questions gather information on coping mechanisms, work-life balance,

organizational support, and other factors related to stress and job performance. The

questionnaire is administered online or in-person and takes approximately 30-45

minutes to complete.

The research instrument is designed to collect data that will help answer the

research questions and objectives while being mindful of participants' time and

confidentiality.

3.6 VALIDITY OF RESEARCH INSTRUMENT

To ensure the validity of the research instrument, the study can employ

various techniques. Content validity can be achieved by ensuring that the questions

44
and scales used in the instrument are relevant and accurately measure the concepts

of stress and job performance. Face validity can be ensured by making sure that the

instrument appears to measure what it is supposed to measure.

Construct validity can be achieved by ensuring that the instrument measures the

theoretical constructs of stress and job performance. Criterion validity can be

ensured by verifying that the instrument can predict job performance. Pilot testing

with a small group of secretaries can help ensure that the instrument is clear,

concise, and effective.

Reliability testing can be conducted to ensure that the instrument is stable and

consistent. Expert review by professionals in the field of psychology and business

can also help ensure the validity of the instrument. Statistical methods such as

Cronbach's alpha, factor analysis, and correlation analysis can be used to check the

validity of the instrument.

By employing these techniques, the study can ensure that the research instrument is

valid and accurately measures the impact of stress on secretary job performance in

selected business enterprises. This will help increase the confidence in the findings

and ensure that the results are trustworthy.

45
3.7 RELIABILITY OF RESEARCH INSTRUMENT

The reliability of the research instrument on the impact of stress on secretary

job performance in selected business enterprises can be ensured by:

Using established and validated stress and job performance scales, such as Maslach

Burnout Inventory (MBI) and Job Performance Rating Scale.

Conducting pilot testing with a small group of secretaries to ensure clarity,

conciseness, and effectiveness.

Using Cronbach's alpha to measure internal consistency, with a minimum

acceptable value of 0.7.

Using test-retest reliability to ensure stability over time, with a minimum

acceptable correlation coefficient of 0.8.

Using inter-rater reliability to ensure consistency among raters, with a minimum

acceptable correlation coefficient of 0.8.

Using split-half reliability to ensure consistency between halves of the instrument,

with a minimum acceptable correlation coefficient of 0.8.

46
By ensuring the reliability of the research instrument, the study can:

 Increase confidence in the findings

 Ensure consistency and accuracy of measurements

 Reduce errors and biases

 Improve generalizability of results

A reliable research instrument provides a solid foundation for the study, allowing

for trustworthy and accurate results that can inform strategies to mitigate the

impact of stress on secretary job performance.

3.8 ADMINISTRATION OF RESEARCH INSTRUMENT

The administration of the research instrument on the impact of stress on

secretary job performance in selected business enterprises involves several key

steps. First, the questionnaire is prepared and finalized, ensuring clarity and

conciseness, and pilot-tested with a small group to ensure validity and reliability.

Next, the target population is selected, and the sample size is determined.

Participants are then randomly selected, and the questionnaire is distributed to

them through email, online survey platforms, or in-person. Clear instructions are

47
provided on how to complete the questionnaire, ensuring anonymity and

confidentiality.

A specific timeframe is specified for completion, allowing sufficient time for

participants to respond. Follow-up reminders are sent to non-respondents to ensure

a high response rate. Completed questionnaires are then collected, and data is

stored securely.

Finally, data is analyzed using statistical software, ensuring accuracy and

reliability. Throughout the administration process, participant confidentiality and

anonymity are ensured, and simple language and clear instructions are used to

facilitate completion. By following these steps, high-quality data can be collected,

and reliable insights can be gained into the impact of stress on secretary job

performance.

3.9 METHOD OF DATA ANALYSIS

The data analysis for the study on the impact of stress on secretary job

performance in selected business enterprises involves using a combination of

descriptive and inferential statistical techniques. Descriptive statistics such as

48
means, standard deviations, and frequencies are used to summarize and describe

the demographic characteristics of the participants, stress levels, and job

performance.

Inferential statistics are used to examine the relationship between stress and job

performance, identify the predictors of job performance, and compare the mean

stress levels and job performance across different demographic groups. Statistical

software such as SPSS, SAS, or R can be used to analyze the data.

Pearson correlation coefficient is used to examine the relationship between stress

and job performance, while multiple linear regression is used to identify the

predictors of job performance. Analysis of variance (ANOVA) is used to compare

the mean stress levels and job performance across different demographic groups.

Factor analysis is used to identify the underlying factors of stress and job

performance.

The data analysis is conducted in a systematic and rigorous manner to ensure

accuracy and reliability of the findings. The results of the data analysis are then

interpreted and discussed in the context of the research questions and objectives,

and conclusions are drawn based on the findings.

49
3.10 DECISION RULE

The decision rule for the impact of stress on secretary job performance in

selected business enterprises can be stated as follows:

Stress levels have a direct impact on job performance, and therefore, if stress levels

are low, job performance is likely to be high, and if stress levels are high, job

performance is likely to be low.

Specifically, if secretaries experience high levels of stress due to workload, lack of

control, or poor work-life balance, their job performance is likely to suffer,

resulting in reduced productivity, increased errors, and decreased job satisfaction.

Conversely, if secretaries experience low levels of stress, their job performance is

likely to improve, resulting in increased productivity, improved accuracy, and

higher job satisfaction.

Business enterprises can use this decision rule to identify secretaries who are at

risk of experiencing high stress levels and provide support and resources to help

them manage their stress and improve their job performance.

Additionally, business enterprises can use this decision rule to develop strategies to

reduce stress and improve job performance among secretaries, such as providing

training programs, employee assistance programs, and flexible work arrangements.

50
 CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS DATA

4.3 INTRODUCTION

This chapter focuses on the analysis and interpretation of the data gathered

during the research, it also tests the hypothesis proffered and then discusses the

findings. The data obtained from the questionnaire was analysed using the simple

percentage method.

4.4 ANALYSIS AND INTERPRETATION OF DATA

Under this, the information received from the respondents are presented and

analysed accordingly. The total number of questionnaires distributed was 286

copies,

SECTION A:

The response received from this section of the questionnaire is interpreted

below:

1. QUALIFICATION:

QUALLIFICATION RESPONSES PERCENTAGE TOTAL

ND 60 20.98%

[Link]. 71 24.85%

NCE 21 7.34%

51
HND 114 39.83%

TOTAL 286 100.00%

In terms of qualification, it was obtained that, 39.83% were those with

HND, 24.85% had [Link]., 17.50% were RSA holders, and7.34 % had NCE

Question 2: SEX

SEX RESPONSES PERCENTAGE TOTAL

MALE 114 39.83%

FEMALE 171 59.84%

TOTAL 286 100.00%

In terms of sex, it was obtained that, 114 % were male, while 171%

were female respondents.

Question 3: AGE

AGE RESPONSES PERCENTAGE TOTAL

30-35 50 17.48 %

36-40 157 54.89 %

41-45 57 19.91 %

46-50 21 7.34 %

51-above 1 0.35 %

52
TOTAL 286

In terms of age, 17.48 % were between 36-40 years, 54.89 % were 41-45

years while 19.91 % % were between 30-35 years. In addition, 46-50 years

took a slice of 7.34 % %. There were 0.35% respondents, whose age bracket

was between 51-above years.

Question 4: MARITAL STATUS

MARITAL STATUS RESPONSES % Total

SINGLE 29 10.14 %

MARRIED 257 89.86 %

TOTAL 286 100%

The Marital status of respondents was a scale of 9:1, with the married

majority being 90% and the minority single being 10%.

Question 5: POSITION IN ORGANIZATION

POSITION RESPONSES PERCENTAGE TOTAL

TOP MANAGEMENT 29 10.14 %

MIDDLE MANAGEMENT 71 24.83%

SUPERVISORY 50 17.48 %

OTHERS 135 47.03 %

53
 TOTAL 286| 100%

The position of the respondents obtained put the data at 47.50% for others

whose level were not included, 47.03% from middle management, 17.5%

supervisory, 10% top management.

SECTION B:

The response from the questions used for this research are detailed below:

Question 1: Are you sure you have enough working materials/equipment that will

enable you perform your job with the least strain?

Variables Strongly Agree Agree Disagree Strongly Disagree

Question 1 14 114 86 72

% Total 5.00% 40.00% 30.00% 25.00%

The above table indicated that 5.00% strongly agreed, 40.00% agreed,

30.00% disagreed and 25.00% strongly disagreed.

Question 2: Are other amenities such as light, ventilation, water etc. adequate for

your use to do your job?

54
 Variables Strongly Agree Agree Disagree Strongly Disagree

Question 2 14 93 150 29

% Total 5.00% 92.95 % 150.15 % 28.6 %

The above table indicated that 5.00% strongly agreed, 95.95% agreed, 150.15%

disagreed and 28.6% strongly disagreed.

Question 3: Are your colleagues sometimes deliberately uncooperative and try to

get you into trouble?

Variables Strongly Agree Agree Disagree Strongly Disagree

Question 3 7 21 157 100

% Total 7.15% 21.45% 157.3% 100.1%

The above table indicated that 7.15% strongly agreed, 21.45% agreed, 157.3%

disagreed and 100.1% strongly disagreed.

Question 4: Do home problems sometimes leave you unprepared for a day’s job.

Variables Strongly Agree Agree Disagree Strongly Disagree

Question 4 21 64 107 93

% Total 21.45% 64.35% 107.25% 92.95%

Question 5: Does transportation problem make you come to work late?

Variables Strongly Agree Agree Disagree Strongly Disagree

55
Question 5 43 50 143 50

% Total 42.9% 50.05% 50.00% 50.50%

The above table indicated that 42.9% strongly agreed, 50.00% agreed, 50.50%

disagreed and 50.50% strongly disagreed.

56
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 INTRODUCTION

This chapter is deals with the Recommendation and Conclusions.

The recommendations are based on the findings, while the conclusions will

be drawn based on the results of the analysis in chapter three.

5.2 SUMMARY OF FINDINGS

Questionnaires, observations and oral interview were used in collecting data

for this project work and the following were the researcher’s findings.

1. That secretary’s lack adequate working materials to perform their job and

this include both equipment used, furniture available and the needed

stationary materials for the job to be done.

2. There is poor relationship between the secretaries and their bosses in the

office and this has direct effect on the secretary’s performance.

3. Most secretaries do not undergo training or industrial training in their

organizations and this causes their stress.

4. Some secretaries do not have career counselling before choosing their

profession thereby having stress effect on their job.

57
5. Lack of incentives, unconducive working environment, regular updating of

skill to meet new technological standards as well as good job design have

stress effect on secretary’s job performance as well as qualifications.

6. Also from the findings, it is noted that stress could lead to frustration of

effects, dissatisfaction with the work secretaries do, deterioration of health

and confusion of roles and responsibilities.

5.3 CONCLUSION

This research revealed that there are a lot of stressors in the secretary'’ job.

In fact, everything she works with or meets in the course of the job are potential

stressors. Most of the sources of stress in modern world are so familiar that they

are taken for granted and every job description contained factors that for some

people at sometimes could result to stress.

1. Responses revealed that some stressors are of greater significance to the

secretaries because of the havoc they are capable of routing on the job

secretaries do. From the responses, one can see that lack of equipment and

adequate working materials have great effect on job performance of

secretaries but if the organizations are equipped with good office equipment

especially the modern ones, it will enhance the productivity of secretaries.

58
2. In addition, strenuous relations in the relations in the organizations,

especially between the bosses and colleagues have a stressful effect on

secretary’s job performance. If there is lack of understanding as to how job

should be done, and the pattern of dealing with emergency, there will be

great disruption in the job performance. The most dreaded external factors of

stress generators were identified to be family problems, organization factors

and lack of incentives to work. Thus, the degree to which these factors and

other minor ones can be controlled, to have direct relevance to the standard

of performance secretaries can boast of in their job. Since stress could lead

to frustration of efforts dissatisfaction with the secretaries do deterioration of

health and confusion or roles and responsibilities it is advisable that efforts

should be made to eliminate, control or reduce the effects of this stress on

secretary’s job performance.

3. Finally, lack of training can hinder secretary’s job performance greatly and

when there are untrained secretaries, the management would be backward in

terms of efficiency and other areas of management activities. Again personal

qualifications of secretaries both physically and mentally for the job they do

also have effect on secretary’s job performance. Threats from sub-ordinate

who possess better professional qualifications and from supervisors who

59
 possess fewer qualifications than the secretaries do have direct effect on the

secretary’s job performance.

4. Lack of training can hinder secretary’s job performance greatly and where

there are untrained secretaries, the management would be lacking in other

areas of management activities.

5.4 RECOMMENDATIONS

It is not possible to eliminate all the stressors in the secretary’s job, nor is it indeed

recommended for this to be done. Stress sometimes is necessary as a spur to get the

secretary’s latent abilities into the open and achieve high standards of performance.

However, it would be very helpful if some steps were taken to reduce the effects of

some of these stressors on secretary’s job.

(a) One way in which this can be done is by adequate training of the secretaries

both physically and mentally in the skills they would need on the job situation

and in good human relations. Also, adequate knowledge of current affairs and

flexibility of job, easy adaptation.

This would ensure that well-rounded secretaries are produced.

(b) In addition, provision of good working materials for secretaries can also

remedy the situation. No professional can be expected to do a given job well

60
 without the tools of her trade. So good equipment and adequate materials

should be provided. A contrary to this is the design of a good job pattern and

specific job specifications for them to prevent them and others from getting

confused as to where their job started and ended.

(c) Furthermore, adequate co-operation from the boss will go a long way in

helping reduce the stressful situation in the secretary’s job. If there is a

smooth flowing relation between them, then all work will flow naturally.

Besides, this incentives should be secretaries to make them see need to work

well and hard. Good transportation system, health care and financial

remuneration are some of these.

d. Good counselling should be made available to secretaries so as to aid them in

choosing their career.

This will also help them whenever family or social problems are weighing them

down. They can unburden themselves and benefit from both the advice and

work.

These are by no means an exhaustive list of what could be done, but if they are

done, many of the stressors in the secretary’s life today will disappear

tomorrow.

61
e. Eating habit: Eating habit of the professional secretary is a factor that requires

serious concentration concerning the way in which he copes with his work.

For instance, he should avoid heavy food while on duty. Intoxicating drinks

should also be avoided while on duty. This is because his work demands an

extreme use of memory and to be at work all the time, he should avoid anything

that can blow his mind.

62
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