Employers are struggling to find secretarial and support staff with the ‘right attitude’, according to the latest SecsLife survey from Gordon Yates and the Guardian. The implications were considered by OS magazine. 

The ‘right attitude’ is defined by words such as: enthusiasm; ability to multi-task; sense of responsibility; thoroughness; common sense; initiative; down to earth approach. 

But it’s not just employers who are dissatisfied; secretaries feel that bosses often fail to encourage or appreciate them. In short, bosses aren’t showing enough of the ‘right attitude’ either. Over half of the support staff surveyed are less satisfied in their job than a year ago.

Although one-third of companies are finding it more difficult to employ skilled support staff, only a few are taking specific measures, usually financial, to encourage support staff to stay. Richard Grace comments: “Pay is important but interesting work is very high on the list of why secretaries stay with a company. Considering ways to make secretaries feel more valued, by investing in development and training, could pay dividends in the long term.”

OS magazine asked its panel why the problem of finding staff with the ‘right attitude’ has arisen and what can be done about it.  Below are some responses:

“Employers must be sure that actually DO want a senior person displaying the “right attitude’. Sometimes they say they want it, then get it, and don’t let the person use the acquired skills, initiative and ability. I believe the ‘right attitude’ describes how successful support staff in the year 2008 ought to be. Unquestionably though, there is responsibility on a boss to be appreciative and supportive and also have the ‘right attitude’.”
Dorothy Boyd, PA to managing director Medicare Pharmacy Group, Belfast

“Having talked to some senior executive assistants at a networking event recently I was surprised by just how integral they are to the entire organisation. We cover such a wide range of duties the job title doesn’t truly reflect our skill set or experience. Employers must look in unusual places for these unique skills – perhaps a mum returning to work, or a virtual assistant, or an existing staff member with excellent organisational flair?”
Caroline Melville Director of Virtually Sorted, Glasgow.

“Bosses need to delegate varied work to support staff so that they can learn. They also need to remember that words of appreciation and encouragement go a long way. No one is in a better position to talk to a boss than the PA and maybe both need to listen and adapt for a more productive working relationship based on respect and trust.”
Caroline D’Souza, Office Manager, The National Gallery

Adapted from “Attitude Adjustment” - OS magazine, March 2008