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I love the following blog post by Charles Hurley on The Brilliant Blog. It touches on why admins should take factors other than price into consideration when booking travel. It is always important to keep your eye on the bottom line, but when booking travel for senior executives here are some things to think about when weighing the options of a more expensive direct flight over one with layovers:
_______ I was tuning in to Office Dynamic's webinar this morning which included guest Brenda Mason CAP-OM, CWCA/CEAP, MESL, Sr. Executive Assistant at Nationwide Insurance. At one point Brenda made the comment that she notices many executive assistants lack proper travel arrangement skills. Of course, these skills develop over years spent learning the business and what your boss prefers. I wanted to learn more so I reached out to Brenda and we had a great conversation regarding ways to improve planning and coordinating. I asked her: “What’s the number one mistake you see executive assistants make when planning travel arrangements?” The first mistake that came to her mind was scheduling flights based on price and not based on time. We soon started chatting about dozens of other tips which I plan on compiling into an infographic, but I wanted to focus this post on her first response in particular. Brenda said time is everything for her boss and he can’t afford to wait an hour for an unnecessary layover. In fact, any CEO values one hour of their time more than saving a few hundred dollars on a plane ticket. He/she would probably tell you that time is their most valuable asset. We all get the same 24 hours in a day, so doing everything to help your boss make the most of his/her 24 hours will make you indispensable. Doing so requires taking care of the small details. Brenda said she:
I chose to focus on Brenda’s first response because it confirms our core values at Brilliant Transportation are in line with the needs of our clients. As Brenda said, time is everything and if you can partner with an executive transportation company that helps you accomplish that, then all the better Blog by Charles Hurley posted to The Brilliant Blog March 10, 2015.
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Most of the rockstar admins I know have most (or all) of the qualities in this Inc. Magazine article by Kevin Daum. Although, to be fair, I think many of these are written into our job descriptions, such as happily assume any role, efficiency, inspire others and advocate. Do you have these qualities?
______ There are a few employees that become nearly indispensable to a business. Here are the reasons why. No one strives to be dispensable at work. Most people want to be valuable and contribute effectively. There is a big difference, however, between doing a decent job and being an invaluable A-player. It's sad to say that many employees fall short of expectations. Not because they do a bad job, but perhaps because the boss's expectations are so high. People are generally hired on the basis of their potential, and only a small percentage actually meet or exceed the ideal. Most successful companies have at least one or two employees that rise above the set standard and would create a vacuum if ever they leave. Here are the traits that make them indispensable. 1. They are natural researchers. Nobody has all the answers. Extremely valuable employees never let ignorance stand in the way of progress. When information is lacking, they will do their homework and readily share resources. 2. Their ego is the lowest priority. Feelings and insecurities are important, but they can get in the way if placed front and center. Extremely valuable employees know who they are and know they are responsible for their own experiences. Their ego is never a source of disruptive drama. 3. They consistently inspire everyone else. The CEO can't be the only evangelist and inspiration for the company. Employees need to see that success happens on multiple levels. Extremely valuable employees uplift everyone else and help everyone increase their performance and improve their morale. 4. They can teach anything. Companies grow and personnel changes. Creating training programs is important, but sometimes someone just has to get a newbie up to speed. Extremely valuable employees can deconstruct any process and help others learn to perform it quickly. 5. They are all about efficiency. Some people take on a task and work just to get it done. Extremely valuable employees know that any job worth doing is worth doing faster and easier the next time. They document their process on any task or problem and figure out how to make it simpler every time. 6. They happily assume any role at any time. Business is a constant flow of change and managing resources. Instead of getting caught in the upheaval, extremely valuable employees dig in and act as utility players filling the necessary gaps regardless of their position, and they do it without letting their own responsibilities suffer. 7. They solve problems before they become disasters. People buried nose-deep in their own issues are likely to get hit in the beak with unpleasant surprises. Extremely valuable employees always have a forward-looking, big picture view so that they can anticipate issues in advance and create solutions that streamline and bulletproof any process. 8. They build a network, and use it. People can only grow as far as the information and the support around them will allow. A limited education and network will produce limited results. Extremely valuable employees are able to tap into resources quickly and easily to solve any problem or create nearly any opportunity. You won't see just 62 people on their LinkedIn. 9. They can advocate effectively. Many employees complain that they aren't heard, valued, or that their needs are never met. Sometimes it's because of poor management, but often it's because effective self-advocacy takes thought and effort, not just vocalizing ideas or complaints. Extremely valuable employees know how to consider the company's position and resources. They can present a viable and executable plan that makes sense and provides a win-win for everyone involved. 10. They believe honesty is the best policy. Most employees do what they have to do to get along. Telling people the truth can be uncomfortable and cause conflict. Extremely valuable employees know that hidden truths eventually surface, and rarely in a positive, productive way. Without being unkind, honest employees help others see potentially damaging truth before bad things happen. 11. They come to work because they want to, not have to. So many people work at jobs they hate because they need the money or because they are stuck and afraid to move. These employees maintain the status quo but will rarely advance themselves or the company. Extremely valuable employees have chosen to be at this company and actively share their pride and excitement with everyone around them. Article by Kevin Daum posted to Inc. February 20, 2015 I hate making mistakes. I don't know anyone who enjoys mistakes, but they happen. One thing I know for sure is that when mistakes happen, the two things to do immediately are apologize and work to make amends. The worst thing you can do when an apology is due is to ignore the situation.
There is an art to apologies, and in this blog post Colin Shaw shares the components to a good apology. ______ Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes. What should you do when this happens? When you make a mistake, it’s best to admit it and apologize immediately. The 6 Steps to a Good Apology So how do you recover from a mistake with your customers? The answer is best summarized in an article I read by Kerry O’Malley, called, “The Right Way to Admit You Made a Mistake in Business.” She gives us all a great list that includes:
The only other addition I might add to the list is for you to express how you feel about the mistake. Acknowledging your emotions is key to communicating with your customer. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” The only time I would caution against this tactic is if you don’t feel like you are to blame and are have bitter feelings about the situation. As I have written before, these feelings will make the apology seem insincere and will lead to nothing good. The strategy above works great for most businesses to business and business to customer relationships. It’s honest; it’s proactive, and it’s the best you can do in the situation. Most of all, it offers an opportunity for your customer to decide what to do and strengthens the relationship between you…most of the time anyway. Why it’s Important to Apologize Even When it’s Difficult The act of apologizing is difficult for some people because it makes them feel vulnerable. Feeling open can be scary and can drive some people to hide from the situation, avoiding the customer or client to avoid the feelings of vulnerability. While avoidance might or might not result in bad consequences for a business relationship (although I am certain that it will only be bad), it can have terrible repercussions on a medical career. Medscape.com had an excellent article on why some patients don’t sue their doctors, even when they have a good case. To summarize the article, patients who sue are the ones where the doctor avoids them, denying them both an explanation and assurance that the problem will get fixed for the future. As you read before, these are both important parts of an apology in the above list. According to the article, many patients pursue litigation when denied these answers. Their goal, in many cases, is to get these answers, not to punish the physician. In many cases, an honest conversation between the physician and the patient or their family results in them not filing a lawsuit against the doctor to blame. What is true no matter what the mistake and what the consequences, is that all of us realize that people all make mistakes. No one likes the consequences of their mistakes. No one relishes the thought of calling the client they have let down or the customer that is rightfully frustrated and explain that they are the one that is responsible. I can’t even imagine how a surgeon or doctor must feel when they realize their mistake resulted in a patient’s death. Being proactive, however, with honesty is the best policy, no matter how distasteful it is. Most people can forgive a person for making a mistake. Few people, however, can forgive a person from blaming others, denying responsibility or covering up their errors. These actions create an emotional response that will not drive value for anyone concerned and will destroy trust in the Customer relationship. Elton John said, “Sorry Seems to Be the Hardest Word.” In many ways, he is right. Difficult or not, it’s the right word when you made a mistake, followed by the other words that apply to the list for a good apology. Honesty is the best policy, and the only policy that gives you a chance for Customer retention. Posted by Colin Shaw to LinkedIn on Feb 24, 2015 Dos-si-er (noun) a collection of documents about a particular person, event, or subject.
Do you maintain a dossier on your executives? This is something I started in my first position as an Executive Assistant, but I don’t find it widely practiced among admins. I've come to refer to mine as my bible. It has all the pertinent information on my executives; credit cards, travel documents, passwords, travel reward programs, professional associations, and other miscellaneous information. I keep mine in a 3-ring binder and it is always close at hand, but definitely UNDER LOCK AND KEY. Obviously the executive dossier contains sensitive information, so it should never be left unsecured. I have never entered a new position to find an executive dossier already established, but I have received notes of gratitude from almost every admin who has filled a position I've left for creating the dossier on the executives they now support. It makes life so much easier to have all that information within arm’s reach. When I begin supporting an executive I like to schedule time for an “interview” with them. This interview is the first step in creating the dossier and includes questions about their immediate family, preferred communication style, travel preferences, food allergies, professional licenses, boards, and more. Depending on the comfort level between you and your executive, the next step is to photocopy credit cards, rewards programs cards, any licenses, travel documents, and any other info you may need to access. If your executive is hesitant to provide this information, please don’t fret. Some are comfortable turning over everything immediately, while others need time to build trust with a new admin before they are willing to share these details. My executive dossier includes: o Organizational charts o Professional bio o Personal data sheet including: - Home address - Date of birth - Social security number - Spouse’s info - Wedding anniversary - Children’s names and birth dates (and grandchildren) - Travel preferences - Food allergies / Medical info o Spreadsheets of reward program information o Spreadsheet of professional license and membership information o Spreadsheet of passwords o Copies of - Driver’s license - Passport - Any VISAs - Passport photos - Credit cards - Insurance cards - Professional membership cards - Travel rewards program cards Do you maintain a dossier? If so, what else do you include? Deb Once upon a time I hated working with other women. Given the choice, I'd pick working with the guys any day of the week. This is because I had worked with the wrong type of women. The ones that back-stabbed, talked behind your back, took credit for your work, or worse. I was in my 30s before I learned the VALUE of women. This wonderful blog by Jennifer Laurent speaks to the behaviors of strong women. You will still find those other women along your path, but when you find the ones that display these behaviors, hang on to them.
______ “Any time women come together with a collective intention, it’s a powerful thing. Whether it’s sitting down making a quilt, in a kitchen preparing a meal, in a club reading the same book, around the table playing cards, or planning a birthday party, when women come together with a collective intention, magic happens.” – Phylicia Rashad When women are able to stand in their divine femininity, they become connected to source in a pure and powerful way. There is a light and a force that emanates from their being, a magnetic quality that surrounds them. They become a source of inspiration for the people in their life, making choices to build others up and help them to shine. When women come to a space of true strength, they learn to harness their vulnerability as a source of connection, rather than using it as a reason for self-protection. For many women, it is a struggle to get to this place. Competition, jealousy, and sometimes cruelty, become a part of female culture as early as most girls can remember. We click off, shut one another out, and push each other away, learning that fellow girls can’t be trusted. We end up working against one another, finding fault in our friends, and preparing ourselves to be hurt. There are many theories as to why we do this to one another, and why this has become part of the female culture, though, reasons aside, the end result is that by adopting these false beliefs, we rob ourselves of our own connection to the powerful and pure female energy we possess and the magic that can be created when we embrace the women around us. There are four specific ways in which strong women interact with the females around them.
Blog by Jennifer Laurent originally posted on Live Through the Heart This article by Jeff Haden Had me at "Sometimes I’ll even rewrite a sentence just so I won’t have to worry about which is correct." Have you ever done that? Lay and Lie are two I always need to stop for a moment and think before using.
______ Where the mechanics of writing are concerned, I’m far from perfect. One example: I always struggle with who and whom. (Sometimes I’ll even rewrite a sentence just so I won’t have to worry about which is correct.) And that’s a real problem. The same way one misspelled word can get your resume tossed onto the reject pile, one misused word can negatively impact your entire message. Fair or unfair, it happens all the time—so let’s make sure it doesn’t happen to you. My post “30 Incorrectly Used Words That Can Make You Look Bad” resulted in readers providing a number of other examples of misused words, and here are some of them. Once again I’ve picked words that are typically used in business settings, with special emphasis on words that spell checker won’t correct. Here we go: Advise and Advice Aside from the two words being pronounced differently (the s in advise sounds like a z), advise is a verb while advice is a noun. Advice is what you give (whether or not the recipient is interested in that gift is a different issue altogether) when you advise someone. So, “Thank you for the advise” is incorrect, while “I advise you not to bore me with your advice in the future” is correct (if pretentious). If you run into trouble, just say each word out loud and you’ll instantly know which makes sense; there’s no way you’d ever say, “I advice you to…” Ultimate and Penultimate Recently I received a pitch from a PR professional that read, “[Acme Industries] provides the penultimate value-added services for discerning professionals.” As Inigo would say, “I do not think it means what you think it means.” Ultimate means the best, or final, or last. Penultimate means the last but one, or second to last. But penultimate doesn’t mean second-best. Plus, I don’t think my PR friend meant to say her client offered second-class services. (I think she just thought the word sounded cool.) Also, keep in mind that using ultimate is fraught with hyperbolic peril. Are you—or is what you provide—really the absolute best imaginable? That’s a tough standard to meet. Well and Good Anyone who has children uses good more often than he or she should. Since kids pretty quickly learn what good means, “You did good, honey” is much more convenient and meaningful than “You did well, honey.” But that doesn’t mean good is the correct word choice. Good is an adjective that describes something; if you did a good job, then you do good work. Well is an adverb that describes how something was done; you can do your job well. Where it gets tricky is when you describe, say, your health or emotional state. “I don’t feel well” is grammatically correct, even though many people (including me) often say, “I don’t feel too good.” On the other hand, “I don’t feel good about how he treated me” is correct; no one says, “I don’t feel well about how I’m treated.” Confused? If you’re praising an employee and referring to the outcome say, “You did a good job.” If you’re referring to how the employee performed say, “You did incredibly well.” And while you’re at it, stop saying good to your kids and use great instead, because no one—especially a kid—ever receives too much praise. If and Whether If and whether are often interchangeable. If a yes/no condition is involved, then feel free to use either: “I wonder whether Jim will finish the project on time” or ”I wonder if Jim will finish the project on time.” (Whether sounds a little more formal in this case, so consider your audience and how you wish to be perceived.) What’s trickier is when a condition is not involved. “Let me know whether Marcia needs a projector for the meeting” isn’t conditional, because you want to be informed either way. “Let me know if Marcia needs a projector for the meeting” is conditional, because you only want to be told if she needs one. And always use if when you introduce a condition. “If you hit your monthly target, I’ll increase your bonus” is correct; the condition is hitting the target and the bonus is the result. “Whether you are able to hit your monthly target is totally up to you” does not introduce a condition (unless you want the employee to infer that your thinly veiled threat is a condition of ongoing employment). Stationary and Stationery You write on stationery. You get business stationery, such as letterhead and envelopes, printed. But that box of envelopes is not stationary unless it’s not moving—and even then it’s still stationery. Award and Reward An award is a prize. Musicians win Grammy Awards. Car companies win J.D. Power awards. Employees win Employee of the Month awards. Think of an award as the result of a contest or competition. A reward is something given in return for effort, achievement, hard work, merit, etc. A sales commission is a reward. A bonus is a reward. A free trip for landing the most new customers is a reward. Be happy when your employees win industry or civic awards, and reward them for the hard work and sacrifices they make to help your business grow. Sympathy and Empathy Sympathy is acknowledging another person’s feelings. “I am sorry for your loss” means you understand the other person is grieving and want to recognize that fact. Empathy is having the ability to put yourself in the other person’s shoes and relate to how the person feels, at least in part because you’ve experienced those feelings yourself. The difference is huge. Sympathy is passive; empathy is active. Know the difference between sympathy and empathy, live the difference, and you’ll make a bigger difference in other people’s lives. Criterion and Criteria A criterion is a principle or standard. If you have more than one criterion, those are referred to as criteria. But if you want to be safe and you only have one issue to consider, just say standard or rule or benchmark. Then use criteria for all the times there are multiple specifications or multiple criterion (OK, standards) involved. Mute and Moot Think of mute like the button on your remote; it means unspoken or unable to speak. In the U.S., moot refers to something that is of no practical importance; a moot point is one that could be hypothetical or even (gasp!) academic. In British English, moot can also mean debatable or open to debate. So if you were planning an IPO, but your sales have plummeted, the idea of going public could be moot. And if you decide not to talk about it anymore, you will have gone mute on the subject. Peak and Peek A peak is the highest point; climbers try to reach the peak of Mount Everest. Peek means quick glance, as in giving major customers a sneak peek at a new product before it’s officially unveiled, which hopefully helps sales peak at an unimaginable height. Occasionally a marketer will try to “peak your interest” or “peek your interest,” but in that case the right word is pique, which means “to excite.” (Pique can also mean “to upset,” but hopefully that’s not what marketers intend.) Aggressive and Enthusiastic Aggressive is a very popular business adjective: Aggressive sales force, aggressive revenue projections, aggressive product rollout. But unfortunately, aggressive means ready to attack, or pursuing aims forcefully, possibly unduly so. So do you really want an “aggressive” sales force? Of course, most people have seen aggressive used that way for so long they don’t think of it negatively; to them it just means hard-charging, results-oriented, driven, etc., none of which are bad things. But some people may not see it that way. So consider using words like enthusiastic, eager, committed, dedicated, or even (although it pains me to say it) passionate. Then and Than Then refers in some way to time. “Let’s close this deal, and then we’ll celebrate!” Since the celebration comes after the sale, then is correct. Then is also often used with if. Think in terms of if-then statements: “If we don’t get to the office on time, then we won’t be able to close the deal today.” Than involves a comparison. “Landing Customer A will result in higher revenue than landing Customer B,” or “Our sales team is more committed to building customer relationships than the competition is.” Evoke and Invoke To evoke is to call to mind; an unusual smell might evoke a long-lost memory. To invoke is to call upon some thing: help, aid, or maybe a higher power. So hopefully all your branding and messaging efforts evoke specific emotions in potential customers. But if they don’t, you might consider invoking the gods of commerce to aid you in your quest for profitability. Or something like that. Continuously and Continually Both words come from the root continue, but they mean very different things. Continuously means never ending. Hopefully your efforts to develop your employees are continuous, because you never want to stop improving their skills and their future. Continual means whatever you’re referring to stops and starts. You might have frequent disagreements with your co-founder, but unless those discussions never end (which is unlikely, even though it might feel otherwise), then those disagreements are continual. That’s why you should focus on continuous improvement but only plan to have continual meetings with your accountant: The former should never, ever stop, and the other (mercifully) should. Systemic and Systematic If you’re in doubt, systematic is almost always the right word to use. Systematic means arranged or carried out according to a plan, method, or system. That’s why you can take a systematic approach to continuous improvement, or do a systematic evaluation of customer revenue or a systematic assessment of market conditions. Systemic means belonging to or affecting the system as a whole. Poor morale could be systemic to your organization. Or bias against employee diversity could be systemic. So if your organization is facing a pervasive problem, take a systematic approach to dealing with it—that’s probably the only way you’ll overcome it. Impact and Affect (and Effect) Many people (including until recently me) use impact when they should use affect. Impact doesn’t mean to influence; impact means to strike, collide, or pack firmly. Affect means to influence: “Impatient investors affected our rollout date.” And to make it more confusing, effect means to accomplish something: “The board effected a sweeping policy change.” How you correctly use effect or affect can be tricky. For example, a board can affect changes by influencing them and can effect changes by directly implementing them. Bottom line, use effect if you’re making it happen, and affect if you’re having an impact on something that someone else is trying to make happen. As for nouns, effect is almost always correct: “Employee morale has had a negative effect on productivity.” Affect refers to an emotional state, so unless you’re a psychologist, you probably have little reason to use it. So stop saying you’ll “impact sales” or “impact the bottom line.” Use affect. (And feel free to remind me when I screw that up, because I feel sure I’ll backslide.) Between and Among Use between when you name separate and individual items. “The team will decide between Mary, Marcia, and Steve when we fill the open customer service position.” Mary, Marcia, and Steve are separate and distinct, so between is correct. Use among when there are three or more items but they are not named separately. “The team will decide among a number of candidates when we fill the open customer service position.” Who are the candidates? You haven’t named them separately, so among is correct. And we’re assuming there are more than two candidates; otherwise you’d say between. If there are two candidates you could say, “I just can’t decide between them.” Everyday and Every Day Every day means, yep, every day—each and every day. If you ate a bagel for breakfast each day this week, you had a bagel every day. Everyday means commonplace or normal. Decide to wear your “everyday shoes” and that means you’ve chosen to wear the shoes you normally wear. That doesn’t mean you have to wear them every single day; it just means wearing them is a usual occurrence. Another example is along and a long: Along means moving in a constant direction or a line, or in the company of others, while a long means of great distance or duration. You wouldn’t stand in “along line,” but you might stand in a long line for a long time, along with a number of other people. A couple more examples: a while and awhile, and any way and anyway. If you’re in doubt, read what you write out loud. It’s unlikely you’ll think “Is there anyway you can help me?” sounds right. This article by Jeff Haden of Inc. was posted by The Muse, February 16, 2015 One of the facts I face each day is women are not as comfortable with self promotion as men. I see it at the admin level and the executive level. It is something we really need to work to overcome if we want to receive recognition of our successes. I love this Forbes article by Bonnie Marcus on the topic.
______ Despite the fact that most women understand the importance of self-promotion for their advancement, they do not intentionally use it. We have been conditioned to take the back seat and wait to be recognized. As a consequence, we often have this inner argument about how to proceed with self-promotion. We know we should do more of it. We know we should be better at it. But at the same time, it’s much more comfortable to stay focused on doing our work. We have the mind-set that self-promotion is self-serving, and therefore distasteful. Even if we attempt to talk about our accomplishments and take credit for our success, doing this with confidence and conviction is challenging. It is important to see that self-promotion is a leadership skill. It is your responsibility to talk about what you and your team have achieved, not only for your own benefit, but also for the team and the company. It’s how to create influence. It’s how you sell your ideas across the organization. It’s the basis of building relationships with key stakeholders and gaining access to the power networks. From this perspective, self-promotion takes on a different purpose. You are letting others know of your accomplishments and your value proposition, and you are offering to help in ways that benefit the organization. Everyone wins. Your team benefits from your promotional efforts. They receive recognition for their efforts and success. You benefit as the team leader who spearheaded the project or initiative, and the company wins as well. The company can use your accomplishments to initiate other projects or ideas across the organization. They can use your success metrics as an example for future company cannot leverage your success in other areas. Self-promotion is not just about you. It’s about you, your team, and the organization. Betsy Myers, former senior advisor to Presidents Clinton and Obama, has always been an advocate for women’s issues. She demonstrated promotion as a leadership skill when she aligned her skills and passion for women’s issues with President Clinton’s reelection campaign. Betsy ran the office for women business owners when she worked for the Small Business Administration (SBA). She recognized that women business owners were a potential Clinton voting bloc. Women had elected him the first time and they would reelect him. Women voters were thus very important for his reelection. So Betsy began working her relationships and promoting herself and her ideas for the benefit of President Clinton’s reelection: “I started to go over to the White House and meet with different people to say, ‘Hey, what can we do to make sure we harness this voting bloc and these women out there? They’re the fastest-growing segment of the business economy.’ “I went over there to alert people to what I was doing; the conferences out there where I was speaking that were potential opportunities for the president or someone else to speak at; these statewide conferences on women. And that’s where I developed my reputation as someone who was an expert on a particular issue of women entrepreneurs; passionate, supportive of the president and his reelection. And then, when the president decided to create an office in the White House on women’s issues, I had made a name for myself and was appointed director of this department.” This was a win for Betsy, for President Clinton, and for women entrepreneurs. This is a great example of using promotion as a leadership skill. It is possible to use promotion to enhance your credibility by aligning yourself with business initiatives. Demonstrating your leadership and highlighting your team’s efforts increases your visibility and benefits your company. Once you are seen as a credible leader, you will have more influence in the organization and can therefore gain access to the informal networks and relationships you need with stakeholders. You are viewed as someone who adds value to the business. You have political capital. Sometimes it’s just a matter of letting others know what you are accomplishing. How do you do this? This was a win for Betsy, for President Clinton, and for women entrepreneurs. This is a great example of using promotion as a leadership skill. It is possible to use promotion to enhance your credibility by aligning yourself with business initiatives. Demonstrating your leadership and highlighting your team’s efforts increases your visibility and benefits your company. Once you are seen as a credible leader, you will have more influence in the organization and can therefore gain access to the informal networks and relationships you need with stakeholders. You are viewed as someone who adds value to the business. You have political capital. Sometimes it’s just a matter of letting others know what you are accomplishing. How do you do this? Betsy Myers learned how to strategically inform other stakeholders of her ongoing efforts and successes from her boss, Erskine Bowles. “Erskine Bowles, who was head of the SBA, was really strategic. Every week, he had the chief of staff of the SBA put together a very concrete simplified version of the contributions he made that week to support the President’s goals. It was delivered to the White House, to the chief of staff, deputy chiefs of staff, the president, first lady, and vice president. And within sixteen months, Erskine went from being head of the SBA to deputy chief of staff in the White House.” Betsy says, “That’s how guys do it. The president was trying to get health care done. The president was trying to do these different things, and Erskine was working really hard. And at the time, he wasn’t a member of the Cabinet. But later, in the Clinton administration, he became a member of the Cabinet. So, how was he getting information in? How do you do that? How do you let people know? We get so busy and so caught up in what we’re doing that we forget to brief the people above us or the people that we’re helping.” Betsy’s point is well taken. How are you helping? When you tell others what you and your team are accomplishing, you are letting them know how you add value to their project or initiative. You build a reputation as a leader. Link to Forbes article by Bonnie Marcus published 3/2/15 In honor of Dr. Seuss's birthday I'd like to share this delightful LinkedIn blog by Tricia Morris. I love Dr. Seuss, and some of my favorites are used in this blog, but my all time favorite was not. "You're on your own. And you know what you know. An YOU are the one who'll decide where to go." What is your favorite Dr. Seuss quote?
______ While Dr. Seuss and customer care may not make a pair like Thing One and Thing Two, Dr. Seuss and customer care do go together, as you’ll see in these quotes from some of the good doctor’s writings still beloved by kids from one to 92… 1. “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.” Customer service today is supported by processes, best practices and technology, but the secret ingredient will always be personal care. Personal care makes all the difference in attitude, authenticity and even the extra effort that goes into the use of technology and best practices – caring a whole awful lot will always make things better, rather than not. 2. “A person’s a person, no matter how small.” Many times in customer service, we feel the need or are directed to take care of the “most important” customers first, and while that does work in most cases, we must remember that all of our customers are important. Also and especially with social media, a customer that is perceived to be “small” can become very big, very fast. Therefore, we must consistently deliver our best care to every customer, no matter how small. 3. “Why fit in, when you were born to stand out?” While it’s easy in customer care to simply do what’s required, going above and beyond when possible with an extra act of kindness can mean the world. Making someone’s day is a surefire way to aid in customer satisfaction, retention and creating a brand advocate. A customer service hero story can be created by the smallest gesture - and remember this additional quote from Dr. Seuss: “To the world you may be one person; but to one person you may be the world.” Always look for ways to make your service stand out. 4. “Sometimes the questions are complicated and the answers are simple.” As customer care representatives, when customers come to us with complicated questions, we can delight by making the answers simple. Brands that invest in improving self-service knowledge, and ensuring customer care representatives are empowered with the same, can increase first contact resolution and customer satisfaction by making the right answer available, no matter how easy or complicated the question. 5. “Today I shall behave, as if this is the day I will be remembered.” Words from the good doctor that need no further explanation. Today is your day, your mountain is waiting. So get on your way…. Originally posted to LinkedIn by Tricia Morris Anyone who has been an admin for more than 5 years will probably agree the role has evolved. This blog post by OfficeTeam explores some of the causes and reminds us it is important to consistently improve our skills if we want to remain relevant.
________ Bob Dylan told us, “The times they are a-changin.” Just as vinyl albums made way for cassettes, then CDs and now MP3s, the role of the administrative professional is constantly evolving, too. Today’s admins are increasingly joining the ranks of middle management. The American Society of Administrative Professionals (ASAP) has released a report that finds significant changes in the roles of admins. Meet the New Middle Manager: Today's Administrative Professional focuses on the factors responsible for these changes and the trainingadmins need — but don't always receive — to stay on top of their game. Let’s take a look at the revolution occurring in the administrative realm. Admins are being given more responsibility. More and more admins are taking their leadership skills to new heights. Today’s administrative professional may be required to work as part of a team and also hold a supervisory position. In addition to the responsibility of leadership, these professionals are often given authoritative powers. This includes financial responsibility, such as the approval and authorization of office purchases. Many admins report they’ve found themselves donning a project management cap in the workplace, as they are called upon to spearhead projects. Three factors are driving the change. The ASAP report notes that three factors are responsible for this dynamism in the admin's role: 1. The recent recession: In the aftermath of the recession, organizations have found themselves relying on their administrative teams to fill in holes left by staff shortages from layoffs or hiring freezes, especially in the managerial ranks. 2. Evolving technology: Administrative staff are often the first line of tech defense in the office, as 85 percent in the report spend the vast majority of their workday using Microsoft Office applications. Additionally, in the age of social media, a quick response is a must. Many organizations rely on administrative staff, with or without relevant training, to monitor social media forums and report potential customer issues. 3. Economic rebound: Though the economy is recovering, many employers are finding themselves short of managerial staff. This has led to a reliance on adaptable and multi-skilled admins who can step out of their traditional job descriptions in order to help organizations grow along with the economy. It’s time to hone your skills. While many admins have valuable industry knowledge, they report feeling a bit shaky on the technological front. In fact, only 13 percent said they were masters of Microsoft Office, which is a concern when they’re relied on for tech support. Unfortunately, many employers leave the responsibility of skills development up to admins. The good news is that professional organizations exist to help admins hone all abilities through professional development programs, whether technical, technological or leadership-based. To further enhance their skills across the board, admins might want to join groups like the ASAP or attend the Administrative Professionals Conference (APC). The shifting role of admins opens up unprecedented opportunities for ambitious employees to put their leadership skills, training and knowledge to the test. Good luck! Originally posted by OfficeTeam One of the things I enjoy most about my chosen profession of Executive Assistant is that no two days are alike. It can also be one of the most frustrating aspects. Admins MUST be flexible and be able to switch to new tasks and change priorities at the drop of the dime.
Everything you need to know about a career in this field. One minute you’re making sure the CEO is prepared for his meeting with investors and offering your opinion on what he should say, the next you’re sorting through mail and fielding phone calls. You’re definitely not limited to one type of task and there’s no doubt that without you the office would come to a screeching halt. So, who are you? The administrative assistant. Being an administrative assistant: this job is not what you think Okay, wait. What? If I asked a bunch of people what their “dream job” was, how many do you think would say it was an administrative assistant? Probably not many. This job does not exactly have the reputation for being exciting or particularly rewarding. And yet, when you really look into the position, it has the promise to be both of those things. Today’s administrative assistant is pretty different from yesterday’s secretary. Lisa Leslie explains in her blog post which contrasts the two that as an administrative assistant, you’re very much involved with what is happening in the company and must be able to anticipate the needs of the business. You’re really the person who is making sure that everything is running smoothly. Because administrative assistants are support systems to executives, managers, and other professionals, their days will vary depending on the schedules of those other members of the company. Is there such a thing as a typical task list for administrative assistants? The kinds of things that an administrative assistant does will also change depending on what industry they’re in and what type of company they’re working for. At a lot of smaller companies, the role of the administrative assistant is more like that of an office manager or an executive assistant. Not only are you going to be in charge of all of the minor clerical duties, but you’ll be working with higher-up executives and taking care of the human resource needs of the company. This means you’re doing everything necessary to keep employers and employees sane. We’re a pretty small company here at AfterCollege and we don’t have an administrative assistant. But we certainly do have an office manager and he keeps this place going, doing everything from ordering new chairs to organizing and participating in meetings with the CEO. Apart from basic clerical knowledge, administrative assistants working in legal offices have to have an understanding of criminal procedures, technical writing, legal transcription, and court proceedings since they’ll be making sure that documents are all set to go to court. Those who work in healthcare facilities will need to be familiar with healthcare terminology, medical transcription, and the software used in this industry. Bayt.com shares a day in the life of an administrative assistant at a hospital in this post and CareerStep does a good job of showing the difference between an ideal versus real-life day in the life of an administrative assistant at a high school. Although the job will vary depending on the industry and size of the company, there are some tasks that almost all administrative assistants will want to know how to do. Some of those typical duties include: Bookkeeping Scheduling appointments Coordinating meetings Taking notes Answering emails Transferring or setting up calls Mailing out packages Maintaining filing systems both electronically and on paper Entering data So those are the typical duties of an administrative assistant. Now let’s start exploring why this job might appeal to someone—and why others may choose to go in another direction for their career. Pros:
Microsoft Office – You’ll be doing a lot of data entry, note taking, presentation preparation, and document/spreadsheet organization. Reading and writing – Because you’re constantly sending and responding to emails, sending memos, and updating and editing documents, you need to have proficient writing and proofreading skills. You’re the person that all outside communication will be going through. As a representative of the company, you’ll want to have impeccable grammar and composition. Accounting – There may be an accountant already working for a company, but a lot of the time, bookkeeping will fall on the administrative assistant. Having a working knowledge of the principles of accounting will help you to take over this role if necessary. Necessary soft skills: Communication skills – You’re responsible for greeting and interacting with executives, managers, employees, and clients both in person as well as over the phone or via email. This means that you not only have to be personable but also capable of getting the point across. Organization – Administrative assistants are jacks of all trades. You’re keeping everything sorted and organized including schedules, files, and the office in general. You have to be incredibly organized to keep track of everything and make sure that your company runs smoothly. Problem solving – This is not a position for the easily flustered. Because of the largely human element, there are constantly problems that will arise and you have to be able to think on your feet. Such-and-such client has a sudden change in their schedule and needs to come in for a meeting a week early. What can be moved around to make it work? Who should be called if the new document accidentally got deleted? Want to know what it’s like to be the office manager at a recording studio? You can read all about it in this post and find out why it’s a lot like playing Tetris. Then check out all of the similarities and differences between that administrative job and this front-desk manager’s position at the funkiest hotel in downtown San Francisco. Homework time! Think you might like a job as an administrative assistant? Start thinking about what industry you might want to work in. Then, start checking out courses that will equip you with the knowledge for working in that field. Today's post is from the After College blog by Kellen McKillop. |
AuthorThe Audacious Admin is Debbi L. Shaffer, an outgoing, resourceful and highly motivated executive assistant with 20 years of experience specializing in C-Suite Executive Support. Archives
April 2019
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