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C O V E R F E A T U R E
n i n e t e e n www.executivesecretary.com
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8/7/2019 Executive Secretary Issue 1 201103
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nw BggsSprg always sms lk a good m or som
rsh hkg ad i do kow abou you
bu h mpao o clar away h cobwbs
s rrssbl.
i sms g, hror, ha ar sx mohs
o rsarch ad dscusso, w ar rlauchg
Executive Secretary o you hs March wh a brad-w
look or h modr global admsrav prossoal.
Executive Secretary has b xsc or 16 yars
varous guss bu w hav dcdd o ak h bs bs o
h old produc: h rag, morg ad ururg
arcls ha w kow you hav com o xpc ovr h yars ad gv hm a shakup. no
jus a mr makovr, uur dos o hs magaz wll also clud a abudac o hghly
ocusd busss sgh cludg markg, ac ad producvy arcls as wll as
ormao o chology, sowar ad opo rom you, our radrs. Combd wh a
rsh ad ovav dsg ad our proms ha h magaz wll vr carry advrsg,
w ar amg o work wh you o produc a produc ha s dr rom ayhg ls
h mark.
no so wll go uurd our qus o add ral valu o your rol ad o brg oghr
a global work o sor ad asprg admsrav prossoals o dscuss ad shar
bs pracc.
Our wbs s up ad rug a www.executivesecretary.com. Or jo h Lkdi group ad
g volvd wh h 1000 ohr adms rom all ovr h world ha ar alrady hr.
A bg hak you o all o you ha hav corbud o hs rlauch ssu, whhr as a wrr
or as somo who has suggsd das. i would spcally lk o hak all hos o you ha
hav xprssd rs ad couragm - you kow who you ar.
i rally hop you joy hs rs aco-packd do o your w magaz. Plas l m
kow you hav ay das or dback. i would b dlghd o har rom you.
PUBLiSHeR/eDitOR
Lucy Brazier
[email protected]+ 44 1932 560974
twr @lucybrazr
Skyp lucy-brazr
SUB eDitOR
Penny [email protected]
DiReCtOR OF DeSiGn
Emma Beamish
Bamsh Crav
SUBSCRiPtiOn AGentS
ida
Sanjiv Kumar
Ud Sas - eas, Caada,
Carbba & La Amrca
Thomas Chamberlin
Ud Sas - Ws
Bridget Wells
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04 OPINION Thoughts rom Around the World
Four admsrav prossoals shar hr xprcs
07 KEY SKILLS UPDATE Creating a Positive First Day
How o sd hm hom happy ad sprd
08 COVER FEATURE Virtually Anything is Possible
A -dph look a h pros ad cos o ol rag
11 GRAMMAR The Quandary o Quotation Marks
Clarg up h mscocpos abou hr propr usag
12 REGIONAL FOCUS The Middle East
A gud o dog busss h rgo rom wo dr vwpos
16 EVENTS MASTERCLASSNegotiationth lowdow o how o g h bs ou o goag or mgs or hol spac
18 PROFILE Angela Garry
th mos cocd PA o h pla
12,500+ Lkdi Cocos ad coug
21 PERSONAL DEVELOPMENT Stress Resilience
th Powr o Posv Accpac
22 HUMAN RESOURCES People are the Heart o your Business
employg h rgh popl s crcal o busss succss
24 THE FEEDBACK FEATURE International Womens Day
Wha advc would you or h x grao o workg wom?
26 PERSONAL DEVELOPMENT Neuro Lingistic Programming
Award-wg Su Frac xplors som ky nLP ools
29 KEY SKILLS UPDATE Minute Taking
Hahr Bakr ouls h xprs dd o masr
hs ky compcy
March 2011 Volum 1 issu 1
Pag 8
Pag 11
Pag 16
Pag 21
Pag 22
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Pag 44
Pag 40
Pag 36
Pag 30
t H R e e
30 THE RISK COLUMN Risk is Like Fire
Youll b sa bu cold whou
31 PROFILE Claire Lister
Maagg Drcor o Pma trag
33 PERSONAL DEVELOPMENT Leadership
Marchg o h ba o your ow drum
34 POINT OF VIEW Gatekeeping
Prsoal Asssa Hl Achllos o why gakpr s a gav labl
36 PERSONAL DEVELOPMENT Passion
Auhor Sharo ed xplas how o chal your ocus ad joym
38 BUSINESS STRATEGY Corporate Strategy and the Elephant in the RoomWha holds compas back?
40 PERSONAL DEVELOPMENT the Secret o Successul Public Speaking
thr sps o bcomg a accomplshd prsr
42 FINANCE Barter is Back
th bs o usg a modr barr radg plaorm
44 PRODUCTIVITY Is your Calendar Managing You?How o sar o ak back corol
46 MARKETING A Beginners Guide to LinkedIn
Your prossoal advrsm o h world
48 ASSOCIATIONS
Association Details rom the Four Corners o the World
49 EVENTS
A Useul List o Up and Coming Events
Pag 38
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O P I N I O N
Youve made a mistake
at work at work - now what?
Tafline Sullivan - Ralsg ha iv mad a msak a work sds
m o a har-poudg, cold-swa pac. i ll mysl hs s bcaus
im such a coscous mploy, bu h ruh s s h x sps
ha rally rval a prsos characr. i my xprc popl would
rahr work wc as hard a covrg hr racks ha hy would a
admg ad xg hr msak. ivably, somo has o ak h
blam ad ca d up bg a oc pary. ths volas rusbw co-workrs, ca lad o poor producvy ad v hgh sa
urovr. Sc ha s a vrom ha o rasoabl prso dsrs
o work , i srv o swallow my prd ad adm my msaks wh
hy happ. is o asy; as a eA bg mculous quals bg
valuabl. Bu accpg rsposbly ad akg appropra aco
rgh away ad o dwllg o wha w wrog dmosras ha
my suprvsor ca rus m h uur. i s also h surs way o
rbuld hr codc my ably o g rgh h x m. no
all msaks ar crad qual, bu ollowg hs cours o aco wh
mor msaks ad sg h posv oucom has mad so much
asr o ollow wh rally cous.
Marie-France Grimonet - i you ar ovrloadd wh work, s
always gog o happ. Frs, ak a brah ad possbl go ou or
coupl o mus o rsh ar o calm dow. evalua h suao ad
cosqucs, hk o h x sps.
try o o brood: wha am i gog o do? Wha wll my maagr ad
co-workrs hk abou m? Wll i b dsmssd rom my job?
thk o wha h cosqucs could b ad mak a pla o solv
h problm. Adm ha you hav mad a msak ad orm your
maagr a h arls opporuy o wha has happd. Accp your
rsposbly ad vr blam hrd pars. H/sh wll apprca
ha you ar bg hos.Do org ha w all mak msaks a vry lvl o h hrarchy.
thk o h Chs sayg alur s h mohr o succss.
Oc h mshap s bhd you, lsso lard ad mov o!
Michela Luoni - i dpds o h svry o h msak ad h
possbly o a quck x; i may happ ha a rval ovrsgh has
major rprcussos so you ca solv h problm whou addoal
coss ha mpac o h compay s br o b hos ad adm o
h boss, bu hav a alrav had.
Nicky Morris - Adm o your Maagr as soo as possbl ha you hav
mad a msak. tm rally ca b h drc bw a msak
ad somhg caasrophc. Wha you may prcv as a small rror
may b cosly o your mployr rms o loss o moy, cls or
rpuao.
You wll cra a much mor o a maagabl suao wh your
Maagr you hav alrady hough o a soluo or ways o lm ad
sug damag (damag corol).
A xampl o a msak i mad a work a w mohs ago was as ollows:
My orgasao has a malg ls whch cls sg up o hrough a
spcc mal addrss. O rcp o hs mals, i add h cls
o our dsrbuo ls ad h sd hm h sadard haks or
subscrbg mal. Usually hs s do by bccg h cls o h
mal. Uorualy o hs parcular morg a crss was uoldg
a work ad i go dsracd sad o bccg h cls, i ccd hmo h mal hus xposg a ls o approxmaly wy cls o
ach ohrs mal addrsss. th rror bcam appar wh a w
mus wh o prso mald us o compla.
My soluo was o quckly orm my Maagr; w cosuld
our orgasaos Prvacy Ocr ad h s a apology mal
dvdually o ach cl. thakully hr wr o ohr complas;
ac w v rcvd hr haks or advsg m mals
rspos.
i craly pays o ac quckly a plad mar, rahr ha ak
h pac approach.
My al p would b o (obvously) apologs, rassur your Magr ha wo happ aga ad sur ha hs s h cas by mplmg/
amdg procdurs/praccs. Ad do ba yoursl up abou
vryo maks msaks; s how you dal wh hos msaks ha
rally mars.
OpoM m, flxbl o d ocl md.Fo dm pofol fom odh old h h xpc d opo.
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O P I N I O N
Marie-France Grimonet
i was bor Lodo, o Frch
pars ad sp 15 yars lvg
hr so i grw up ully blgual.
i workd or 40 yars Frac as
a PA h bakg scor ad h
pharmacucal dusry. ths
days, i am joyg l Burgudy.
Promog h prosso has
always b o o my prors.
Scraral schools v m o
hold racv sssos wh
rs yar suds ad i am also
o h xamao board or h
blgual asssa crca a h
Vocaoal trag Orgasaoor Aduls. i am a voluary acv
mmbr o europa Maagm
Asssas (eUMA) ad lk
workg worldwd.
Michela Luoni
i work as a Oc Maagr or
h iala iormao chology
Assocao Mla. Alogsd my
iala, i am lu Spash ad
eglsh, wh a basc kowldg
o Grma. i hav qualcaos
scraral dus ad oc
maagm, wh xprc
boh dpd ad am jobs
ad mor ha yars xprc
ohr dvrs rols.
Sc las Aprl i am also charg
o h Mla Sco o MACSe
(Maagr Asssa Carr & Sklls
empowrm), h rs ad oly
iala o-pro Assocao. W
am o ra scrars as Maagr
Asssas, osrg hr sklls
ad crasg hr prol.
Nicky Morris
i am Brsh-Ausrala ad movd
rom h UK 2003 dow
udr o Ausrala. i hav ovr 15
yars xprc a mxur o
admsrao ad chldcar ad
v yars ago oud my ch
combg h wo - as excuv
Asssa a h naoal Chldcar
Accrdao Coucl (nCAC)
basd Sydy. i joy sharg
ad xpadg my sklls ad
am always vry k o dvlop
prossoally ad prsoally
hrough prossoal radg,
rag ad workg. throughwbss lk Lkdi hs s ow
possbl o a global scal, whch
maks m l ha Ausrala s
rally ha ar away rom h rs
o h world!
Taline Sullivan
i am proud o call mysl a
excuv Asssa. i hav workd
Souh Arca, eglad ad h
Ud Sas ad hav b hs
ld o ad o or 14 yars. th
raso i say o ad o s ha iv
workd mosly a small, growg
compas wh volvg ds ad
lmd hadcou. Havg a broad
rag o sklls i o ll hos
gaps ad, som cass, my job
dscrpo has chagd rly.
Whl ha was a gra way or m
o xprc a vary o lds i
am ow a ru eA poso adi lov .
What do you think about lexible working?
Tafline Sullivan - Flxbl workg s, my opo, ssal h
modr workplac. Whl i work a mor radoal o v day,
svral mploys a my compay work lxbl hours. i bs h
mploy who has a dcul commu, allowg hm o accp a job
a locao ha rush hour rac mgh prohb. i bs h mploy
who ds o juggl hr schdul aroud hr spous or chldr.th advaags o h compay clud mploy loyaly ad mprovd
moral du o a good work-l balac. Howvr, hr ar compas
ha do maag hs opo as wll as hy could ad hs lads o
rusrao. i bhoovs all mploys h schduls o h w who
work lxbl hours ar publshd rally. i s good pracc or hos
mploys o rcord o hr vocmal mssag wha hr hours ar.
iv v rcvd a Ou o Oc rspos rom somo, o bcaus
hy wr o vacao bu smply o sa h hours ha hy work so
ha rcps would kow wh o xpc a rspos o hr mal.
As a eA s mprav o maag xpcaos, parcularly sc a
eA spaks o bhal o h xcuv(s) hy suppor ad xcuvs ar
sldom kow or oly workg durg work hours.
Marie-France Grimonet - thr ar may rags o workg opos
ad dr os ach coury.
i blv ha workg 4 days a wk s valuabl wh brgg up
chldr, dsp h par-m salary rduco. Havg a day o wh
youg chldr ar o a school s a gra opporuy o spd mor
m wh hm.
You may also hav log commug hours. ths was h cas whl i
was workg Pars: 3 hours vry day! i was abl o avod h rush
hours workg lx-m. Far br joyg a good book ha bg
packd lk sards h Udrgroud!
i Frac, h lgal umbr o workg hours s 35 pr wk. Mos
compas agrd o a sadard workg wk o 37 hours ad
compsao mploys ar allowd wo days o pr moh. i
accordac wh compas agrms, h days ca b ak as
xdd wkds or as xra holdays. Work-l balac, s gu?
Dly ys bu all dpds o your prva l ad your occupao.
Michela Luoni - Uorualy, h lxbly o arrv or lav your
job a lss rgd schdul, workg rom hom or gral h ably
o maag your workg dpdly (or xampl h m o h
luch brak) dos o apply o all compas, o bg madaory by
law, bu h rsul o h choc o your orgasao.
A rqus o work par-m or xampl o look ar your chld,
currly alls wh h prva corac bw h mploy ad
h compay bu my opo should b grad.
Nicky Morris - Flxbl workg s absoluly ssal odays
busss world - spcally whr w ar ryg o courag wom (
parcular) o progrss h workorc.
i was h rs prso my orgasao o rqus lxbl workg
hours. i had rurd o work ull-m ar havg my so (ow 4
yars old). Howvr ar 14 mohs o ull m work, i was dg
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O P I N I O N
oo much ad also mssg ou o val sags o hs dvlopm.
i hror rqusd o work hr days h oc ad 1 day rom
hom. Sc my rqus, mor mploys our orgasao hav
rqusd work lxbly.
i crad a proposal or my CeO, whch cludd how i was gog o
b maagg my rol ad asks, commucao bw hom ad
oc ad wha c hs would hav o my collagus, drc rpors
ad h orgasao. th arragm was vry succssul or boh m
ad my mployr. i rurd o ull m oc basd mploym
May 2010.
th chology ha w hav avalabl oday maks lxbl workg
a vry ral opo or all mploys ad mployrs. Provdg you g
h job do, work ca rally b do a ay m o h day or gh,
spcally you ar a job whr you ar commucag worldwd
across drg m zos.
employrs ar abl o cu coss by ho-dskg ad hror usg lss
oc spac ad powr. thr ar also vromal cosdraos
rms o ravl o ad rom work. th sadard 9-5 work day s
bcomg lss ralsc. i hk lxbl workg wll bcom mor admor h orm comg yars.
Do you think social media should be available
at work and i so, do you think your workplace
should be monitoring its use? Why?
Tafline Sullivan - thr ar posos ha d o mak us o or
moor socal mda, such as markg commucaos. naurally,
hs quso s o rrcg hs posos ad hr wll i.
For h rs, i do blv socal mda should b avalabl o workcompurs. i s uprossoal o socals xcssvly a work, v
wh coworkrs, vdors ad cusomrs, so s ar o lm mploys
socalsg o hs groups o popl. Should a compay choos o
allow accss o socal mda, i xpc hs us would all udr h
sam compay gudls as us o r ad mal a work. Mos
mployrs sa ha all mssags s or rcvd ar propry o h
mployr ad o prva. ths s o urasoabl you cosdr h
par ha mals ca play lgao. Bg awar o all hs acors, i
would b vry rluca o accss socal mda a work v i could.
Marie-France Grimonet - All dpds o h kd o busss. For
markg purposs ad prossoal workg, a Admsrav
Asssa workg or a SMe ca b assgd h crao, updag
ad modrao o h rprs socal mda pags.
Lkws, a Vrual Asssa mgh wsh o sll hs/hr ow busss
h sam way.
i gral, mulaoal compas block worksaos rom accssg
prva mal accous or som wb ss by addg lrs. Bu
auhorsao may b gv sarchg busss-rlad ormao
coms udr our dus.
Howvr, ca b m-cosumg. Do w hav m o spd o
prva socal mda?
i my opo, dcdg whhr socal mda should b avalabl
a work s h rsposbly o h orgasao. nvrhlss, w
chologs such as mobl oprag sysms g. smarphos,
-phos, lapops cao ully prv h sa rom loggg o socal
works h workplac.
A appropra cod o coduc should b mplmd o proc h
sa ad compas.
Michela Luoni - th usulss o socal mda has a powrul
mpac o workg: busss coacs o bcom prsoal oo ad
commucao low s aclad hrough hs chals bu or ow,hy ar vwd mor as a dvrso o your workg hours sad o a
sgca hlp. i hk s ar ha compas dsabl h iP addrss
you cross h l ad us or oo much prsoal us.
Nicky Morris - i hk dpds o wha your purpos s or usg
socal mda. Wha wll your busss rally ga rom ?
My orgasao dd look o whhr w would us socal mda as a
busss ool howvr or us, as a quas-govrm agcy ha s vry
rsrcd wha w ca/cao say, would rally b appropra.
i hk socal mda such as blogs, orums ad dscusso boards
ha ar rlva o your work ar worhwhl as a ormaogahrr ad somhg ha ca b corbud o, provdd hy
ar dal wh a smlar way o h orgasaos busss syl/
mhod o commucao. i dos carry h rsk o mploys sayg
somhg appropra.
Prossoal basd socal mda such as Lkdi or groups rlva o
a prsos rol/scor ar a xcll ool kpg up wh wha s
happg your parcular ara o xprs ad o a global scal.
th u socal mda such as Facbook, sa mssagg c should
b kp or prsoal m s ar oo much o a dra o bussss
rsourcs o hav mploys dsracd by hs yp o socal mda.
A br soluo may b o hav compurs brak ou aras or
mploys o us socal mda durg hr work braks.
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K E Y S K I L L S U P D A T E
Key Skills Updatewriter
AnjaSchuetz
Be Prepared!
Hav a dsk rady or hm. Hav all h log
dals rady or hm. Gv your xsg
am mmbrs som backgroud ormao
o h w collagu ad b hr o m o
gr hm wh hy arrv h morg.
Make Them Feel Welcome
i your am alrady has som backgroud
ormao, hyll b abl o say hgs lk,im rally glad your ally hr, i hard
your rally good a [x] ad w dspraly
d somo lk you! ad mak h w
prso l apprcad h kowldg ha
hyll b abl o corbu somhg.
i possbl, arrag a am luch, v
s jus wh par o h am, so popl g
a chac o g o kow ach ohr also a
socal vrom, ousd o oc walls
(no: Ask h w prso hy ar OK wh
ha - som popl d a b ovrwhlmg,
wh all h w mprssos).
Extra...
i you wa o do a ll mor ha xpcd
ad cra a mmorabl rs day or hm,
add a ll surprs: L hm d a card o
hr dsk ha says Wr glad your hr! -
sgd by h am ad/or uppr maagm.
Gv hm a buch o lowrs or a prsoalzd
oc m wh hr am o.
Make Them Feel Useul
Whl mos rs days ar sp gg o
kow h compay, h am, h sysms
c., ry o l h w prso do somhg
producv, oo. ev s oly o ll
hg - hs way hy wll go hom lg
mpowrd ha hy corbud somhg
alrady o hr rs day.
th bs way s o dvd hr m o
larg m ad producv m h rs
days. Rahr ha pug all w mploys
a smar room oghr or h rs w
days, s br o phas hs ovr a w wks,
so hy ca do som acual work as wll ad
g o kow hr mmda am mmbrs
quckly.
Give Them
a Sense o Independence
Rmmbr ha w hrs ar o xprcd
popl hr ld, who ar usd o workg
dpdly. Frs days a w jobs ar o
ucomorabl bcaus hy hav o ask loads
o vry basc qusos whch mgh mak
hm l dpd o ohr popl (whr o
d cra ormao, who o ask or wha/
who dos wha, h umbr o h hlpdsk,
whr h bahrooms ar, brak ms c.)
try o pu yoursl h shos o h w hr
ad acpa ad aswr as may o hos
qusos as possbl. Mayb pu hm a
hadou ha you ca gv hm addo o
your prsoal roduco. May popl ar
shy ad do lk o bohr ad dsurb ohrs
- havg mos o h qusos aswrd wll
mak hm l br ad dpd wh
hy s a hr w dsk.
Follow h abov ps ad your w hrs
wll go hom happy ad sprd ar hr
rs day ad rav abou hr w mployr
o ohrs!
about the author
Aja Schuz s a Crfd Rcogo Prossoal ad iraoal Popl Maagm Coach. Sh blvs ha
h rlaoshp wh hr l maagr maks all h drc o a mploys happss ad prormac a work.Workg as a cosula ou o h nhrlads, sh s a prsoal coach o maagrs ad hlps hm o coc
br wh hr sa ad cras mploy gagm ad ro.
Fd ou mor a www.yellowumbrella.eu or coac Aja a [email protected]
Wlcomg your w mploys o hr frs day s all abou rcogz-
g how hy mgh l - by pug yoursl hr shos, rmmbr-
g h posv or gav aspcs o your ow frs days - ad usg
ha kowldg o cra a mmorabl posv xprc or hm.
Creating a POsitiveFirst Day FOr new Hires
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C O V E R F E A T U R E
www.executivesecretary.come i G H t
As a Prossoal/Prsoal Asssa wh
mor ha 30 yars xprc
a vary o busss scaros,
i xprcd h lack o
rag h Scraral
vrom. th PA
or Scrary hoc srvs as h
cor o daly busss
oprao ad sh
s h o o asss
ad srvs vrybody
crossg hr pah,
ad a v mor
sv way, sh
s a Asssa o op
maagm. th ably
o hadl a housad hgs a
oc, say calm ad absorb srsswhou ay xprsso o axy
maks hr h achor h oc.
Hr suprors usually proms hr ha sh
wll b abl o ad aual rag udd
by h compay, bu uorualy, so o
hs s whr all ds. Ovr h yars as
a succssul Prossoal Asssa i hav
mad h msak o bookg oo Prsoal
Asssa excllc courss, oly o dscovr
ha vr gs approvd. Grally h
xcus s ha s h mos dmadg m
h oc ad my suprors cao s hr
way clar o do busss whou my prsc.
i rus ha hr ar may PAs ad scrars
who ca rla o hs sam scaro. ths
s whr vrual rag s h absolu
prc soluo.
Introduction to Virtual Training
Vrual rag s h modr larg
mhodology ha capurs classroom corom xprs ad dlvrs o h dskops
o usrs o b sudd ovr ad ovr aga by
housads o dvduals all ovr h world.
Sc h daw o compur chology
ad commucao hrough h r,
vrual larg has bcom a rqurm
ad cssy or h hacm ad
advacm o scrars all ovr h world.
th cocp o vrual larg s a boomg
dusry bcaus o h asy ad praccal
us o ol rsarch ad larg acls
avalabl o vrybody va h r.
Vrual larg s a procss ha provds
ormao vsualzao chology o
addrss h challgs o dscovrg ad
xplog ormao spcally or h
purpos o larg. Vrual larg s usd
o coc scrars o dr compas o
ach ohr, o ay orm o larg gud, rom
xpral larg o co, ad o ohr
mors ad larrs globally. i s h gras
opporuy or hacg kowldg whou
currg m ad coss away rom h oc.
i you ar cosdrg -larg, you wll b
abl o assss h valu o h courss avalabl
your spcc vrom ad d or
kowldg ar radg hs arcl.
Training as a Method
o Sel-Enrichmentisrucors ad ducaoal provdrs who
hav a sold xprc radoal classroom
rag rcogz ha whl h mod o
dlvry may b dr, h commm o
good ormao dsgd or h adul larr
ad prsd a gagg way s ssal
o achvg prossoal ad dvlopmal
goals. isrucors ad suds alk ar abl
o sav a lo o m ad paprwork wh
vrual larg vroms. O ca ocus
o larg whou worryg abou h
avalably o ools ad marals, sc bg
o-l allows accss o a mulud o rsourcs
o h wb. Whls a physcal prsc a a
vll
ah Pobl
writer
Jemimavan Zyl
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C O V E R F E A T U R E
www.executivesecretary.com n i n e
rag acly may rsul workg
wh ohr popl, mor ad mor larrs ar
ow abl o achv h sam or v br
rsuls hrough o-l raco.
Secretaries Opportunities
in a Virtual World
Scrars ad Prsoal Asssas ow hav
h advaag o a vrual classroom ha hy
ca ad ay m oc hours whou
lavg h oc. thy ar abl o book
ad log o hr vrual classroom whou
havg h vryday hassls o ravl, m ad
coss o ad a physcal ssso a a spcc
vu. Ads oday b rom bldd
larg opporus. Larrs ar gv
a chac o rvs ay scos o h lsso
whch hy dd ully udrsad hrough
rvso o h savd work prsd by h
aclaor. Suds xprc h qualy
ad bs o isrucor-ld rag rom
h comor o hr dskop, whvr hy
d . Scrars ar h abl o jo ohr
groups as hy progrss hrough varous lvls
or dscpls.
thy ca ras hr vrual had o ask
qusos ad rac wh llow suds
adg h sam vrual classroom sssoo h r. Suds ad srucors us
uv mark-up ools ad whboards
ha acla brasormg ad cra h
avalably o shar das ad xprcs
wh ach ohr hrough h r ay m
o h day or gh. ths maks so much
asr or h larrs o kp up o da wh
h las rds hr scraral carr ad
say ahad o h compo. Scrars rom
all ovr h world ca lar abou h sam
opc all a o m ad shar dr das
applcabl o hr varous dusrs. thr so lm gag kowldg ad powr.
Incorporation o
Inormation in an
Oice Environment
Wh hs chology,
scrars ca r-accss
hr classroom vromwhvr hy d
ormao. May provdrs
also capur h way a
orgazao was o rlay s
ormao, opcs, mssag ad
achg syl o s mploys. O
o h characrscs o h ormao
ag s h cocp o mass cusomzao,
ha s, dvlopg applcaos ha
prm a wd varao prrcs,
aurs ad ablg valuabl
prsoal daass such as -malalass, bookmarks c. Byod h
basc ormao ad commucao
ools dscrbd abov, som vrual
larg s basd o advacd
srucoal vroms
such as vrual rals ad
mulmda courswar.
Prooud vsm
chology hs dcad has
s h plaorm o a worldwd
xploso o ormao.
Vrual xbooks mov
h larrs byod co
masry o ormao-skg
ad problm-solvg sklls. i
comparso o radoal rag
sssos, h wb sms o b mor
suabl or larg. ca b dlvrd
boh lar ad o-lar ormas.
through wb-basd larg, vas amous
o ormao ca b sarchd, r-orgazd
ad dowloadd rom dcralzd worldwd
dgal lbrars. A h sam m, advurs
larg call or crav ad po
vroms whr dvduals
COnS
PROS
no m spcommug o class
no ravl coss youca hav a job whl
you ak classs
You ca lar whyou d o
Your larg oposar o cosradby your gographc
locao
You ca lar a yourow pac
Larg ca bd o your busy
schdul
O mor sud-o- sud raco
Ca b mor cv orcra yps o larrs
(shy, rlcv, laguagchallgd, hos had mor m)
Ca b mor ocusdo h larr adlss o h srucor
isruco ca bmor cusomsdad lxbl
Ca lowr cossor boh largprovdrs ad
orgasaos had rag
O lss cossor suds haradoal programs
Sd bs olarg wchologs adchcal sklls
isrucors d olar o b cv
ol srucors
Hard or srucorso mov radoal
co ol
Mor m cosumgor srucors o
provd dvdualsddback (bcaus
mor larrs ar oacvly volvd)
equpm ds osuds ad larg
provdrs
tchcal rag adsuppor o larrs
ad srucors
Acadmc hosyo ol suds
typs ad cvsso assssms
Lack o ac-o-acraco
equy o accss o larrso all backgrouds adpars o socy
Rqurs w skllsad rsposblsrom larrs
Dos o provd maysocal aspcs o a rucampus or radoalclassroom
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G R A M M A R
Quoao marks ar a blovd orm o
pucuao h eglsh laguag, usd o
dca a vrbam rpor o wha somo
sad, ad usd a gra dal o busss
wrg. thy ar o msusd. ths arcl
wll xpla som pucuao ruls ad clar
up som mscocpos hld by may aboupropr usag o quoao marks wh ohr
pucuao marks.
Where to Place Periods &
Commas The United States
i h Ud Sas, commas ad prods
ALWAYS go inSiDe h quoao marks,
whhr or o h comma s acually par o
h quoao.
Hr ar som xampls rom som rcdscussos o Lkdi. Do xpc hs
rul o b logcal:
CORReCt ( US): e.g. sads or xmpl
graa.
CORReCt ( US): As or [h phras]
graduag collg, im o sur wh
bcam corrc.
inCORReCt ( US): You ar my go o
prso.
inCORReCt ( US): i was uawar o h
drc [bw alsms ad acroyms]ul i hard o h nPR program A Way
Wh Words.
inCORReCt ( US): is s h possssv
orm o , ad s rar amog possssvs
Where to Place Periods & Commas
The UK & Australia
Lav logc o h Brs. i h UK ad
Ausrala, hy kp pucuao sd h
quoao marks oly wh s par o hquoao. For xampl:
CORReCt ( UK): i was uawar o h
drc [bw alsms ad acroyms]
ul i hard o h nPR program A Way
Wh Words.
CORReCt ( UK): You ar my go o
prso.
CORReCt ( UK): is s h possssv
orm o , ad s rar amog possssvs
inCORReCt (i UK): e.g. sads or
xmpl graa.
inCORReCt ( UK): As or [h phras]
graduag collg, im o sur wh
bcam corrc.
When the Period Or Comma is
Part O The Quotation
i h pucuao mark s par o h quoao,
always pu sd h quoao marks!
inCORReCt (vrywhr): i s wr,
Ma dos o lv by brad alo, bu o vry
word ha coms rom h mouh o God.
CORReCt (vrywhr): i s wr, Ma
dos o lv by brad alo, bu o vry word
ha coms rom h mouh o God.
Punctuating Letter Names
Som grammaras say w should us h
logcal way o pucuag h cas o
lrs. For xampl:
th ghh lr o h alphab s h.
nam hr words ha sar wh a , ad
hr ha sar wh a k.
i prr o avod hs ssu by alczg h
ams o lrs:
th h lr o h alphab sh.
nam hr words ha sar wh a, ad
hr ha sar wh ak.
Exclamation Points& Question Marks
Wh coms o xclamao pos ad
quso marks, w all g o b logcal. i h
quo s a quso or xclamao, clud h
pucuao sd h quoao marks. i s
o, do.
Sh askd, Whch way s o h har?
Dd sh say, i absoluly lov h har,
darlg?im so xcd o s i h Hghs!
i g chlls vry m i har Kg Rchard
dclar, O wh hs had!
Semicolons & Colons
Hrs som mor good ws: W g o b
logcal wh smcolos ad colos oo!
th ollowg ms go h b labld
Papr Rcyclg: magazs, wspaprs,
vlops, ad cla cardboard.Pu magazs, wspaprs, ad vlops
h b labld Papr Rcyclg; do o pu
papr owls, ssus, or grasy pzza boxs
hr!
th Qdof Qoo M
about the author
Brda Brs, oudr ad sor
dor o th essay expr LLC, has b
coachg prossoals ad suds o
hr wrg projcs or ovr 12 yars.
to g h wrg hlp youv b
lookg or, coac th essay expr a
www.TheEssayExpert.com
writer
BrendaBernstein
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R E G I O N A L F O C U S
The Consultants View...th oudr o Kwssal, nl Pay
s currly h Maagg Drcor o h
compay, ovrsg global opraos. H
s also rsposbl or h maagm o
culural awarss rag europ.
th Mddl eas s a rgo wh a lo o baggag.
Polcal vs, culural msudrsadgs
ad rlgous dscours hav crad a ar o
srad rlaoshps wh h wsr world.
Howvr o h groud, h rgo s o oh mos hospabl ad xcg placs o
work. Bor dog busss h Mddl
eas s mprav o lar abou aras
such as busss culur, busss qu,
mg proocol ad goao chqus.
through such sgh sroyps ar brok
ad barrrs o commucao rducd.
Wh dog busss h Mddl eas, s
ws o bar md h gra dvrsy wh
h rgo. Howvr, a commo rlgo,
laguag ad culur mak h hghlghg
o gral ras ad aurs or h
rgo vald.
i hs shor gud o dog busss h
Mddl eas, busss culur ad qu
ar xplord. ths ar o way ma o
rprs a comprhsv summao o
ps o dog busss h Mddl eas,
bu a hghlghg o som ma aras o
may cosdr.
Islam
O cao alk abou h Mddl eas
a culural ss whou mog
islam. islam prmas all lvls o socy.
i provds gudac, valus ad ruls orprsoal l, commuy rlaos ad ways o
dog busss.
Wh h cos o hs shor roduco,
jusc cao b srvd o such a hghly
complx ah. thror, s advsabl ha
o coducs hr ow rsarch o islam
bor dog busss h Mddl eas.
Howvr, w ca look a a w xampls o h
masaos o islam ad h way whch
hs may mpac your busss rp.
Muslms ar oblgd o pray v ms a day.Prayr ms ar aoucd by h mosqus
usg h call o prayr (aza). no all Muslms
go o h mosqu. Som pray a hom or
h oc. Daly rous, appoms ad
mgs mus b d appropraly
aroud prayr ms. Frday s h day or
cogrgaoal prayrs ad s oblgaory or
all mals o ad.
Avod ryg o do busss h Mddl eas
durg h moh o Ramada. Muslms as
rom daw ll dusk whch volvs rrag
rom ag, drkg or smokg. Durgbusss hours gral acvy s rducd
dpdg o h aur o h compay or
orgasao.
thr ar wo major svals o o. ed
al-Fr ollows Ramada ad ed al-Adha
ollows h aual plgrmag. ths holdays
las approxmaly hr days alhough s
o ucommo or h govrm o xd
hs. i s bs o avod dog busss o or
ar h wo eds.
Meeting and Greeting
th radoal islamc grg you wll har
s Asalamu alaykum (pac b wh you). As a
o-Muslm you would o b xpcd o us, bu you dd you would rcv h rply
wa alaykum salam (ad pac b wh you).
Wh dog busss h Mddl eas,
hadshaks ar always usd ad ca las a log
m. islamc qu rcommds ha o
was or h ohr o whdraw hr had rs
bor dog h sam. Always us h rgh
had. Do o b surprsd your had s hld
whl you ar ld somwhr. Holdg hads
amog m s commo ad dos o carry h
sam cooaos as dos h Ws.
Arabs ar arly ormal wh ams wh
dog busss ad grally addrss popl by
hr rs ams. Joh Smh wll b addrssd
as Mr. Joh. Arab ls o o ar: Shkh (a
old ma, scholar, ladr), Sayyd (dscda
o h Proph Muhammad) ad Hajj (o
who has prormd h plgrmag).
Gender
th rols o m ad wom ar ar mor
dd h Arab culur. iracobw h sxs s sll rowd upo
cra aras. Howvr, wh dog busss
h Mddl eas s o ucommo o
com across wom.
i you ar roducd o a woma as a mal, s
advsabl o wa ad s a had s xdd.
i s o, h do o ry o shak hads.
Avod ouchg ad prologd y coac
wh wom.
Business is PersonalMay Wsrrs ha hav lvd or workd
h Mddl eas mgh us h words chaoc,
dsorgasd ad rusrag wh dscussg
rol Foc:th Mddl e
WRITERS
Neil Payne &
Elke De Backer
Executive Secretaryd o xp o h o o h
pol d o do b h Mddl e.
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R E G I O N A L F O C U S
dog busss hr. Alhough hs s a mar
o prcpo, s ru ha busss rus o
vry dr racks o busss h Ws.
th Arabs do o spara prossoal ad
prsoal l. Dog busss rvolvs much
mor aroud prsoal rlaoshps, amly
s, rus ad hoour. thr s a dcy o
prors prsoal mars abov all ls. i s
hror crucal ha busss rlaoshps
ar bul o muual rdshp ad rus.
A cosquc o hs maly s h sysm
kow as wasa. i you hav rds or coacs
h rgh placs h ruls ca b b or
hgs do mor quckly. th sysm works
o h bass ha avours ar rcprocad ad
vr orgo. Alhough may sm basd,
s somhg ha should b xplod wh
dog busss h Mddl eas.
The Spoken Word
th Mddl easr culur placs mor valu
o somos word as opposd o a wr
agrm. A prsos word s cocd
o hr hoour. Coracs ar vwd as
mmoradums o udrsadg rahr ha
bdg, xd agrms. B sur o proms
oly hgs you ca dlvr. Falur o do so
wll rsul loss o hoour.
Meetings & Negotiations
Mgs should o b mad oo ar
advac as chags prsoal crcumsacs
may mpac your appom. Oc a
appom has b mad, corm
vrbally wh h prso you wll m a w
days bor.
ial mgs ar all abou rlaoshp
buldg. Buldg rus ad sablshg
compably ar ky rquss or dog
busss h Mddl eas. O should
gag covrsao ad ry o g o kow
h prso you ar dog busss wh.
Mgs ca b chaoc. Always b prpard o
xrcs pac. Pho calls ar ak durg
mgs ad popl may r h mg
room uaoucd ad procd o dscuss hr
ow agdas.
Mgs ar crcular aur. thy do o
ollow a lar par ad ar o srucurd
upo agdas or args. issus ar rasd as
ad wh.
Pucualy s xpcd o orgrs.Alhough h Arabs plac a hgh mphass o
pucualy hy rarly pracc hmslvs.
i ac, Arabs wa o srss ha a s m
mus b adhrd o hy us h rm mowd
glz - lrally, eglsh mg.
Howvr, you ar rug la do o
pac as pol xcuss wll b accpd.
i goag, rmmbr h
Arabs wr a radg popl
ad ar xcll goaors.
Hagglg aks placs
vrywhr, whhr a h
shop or h board room.
Dcsos ar mad
slowly. Buraucrac
ormals d o
add o dlays. Do o
us hgh prssur
accs as hy wll b
cour-producv.
The PAs View...elk D Backr s a 33
yar old Blga aoal.
Sh has b a Prsoal
Asssa o local ViPs Duba
or h pas hr yars ul sh
jod th Coca-Cola Compay as
a Sor excuv Asssa rporg
o h Prsd or h Mddl eas ad
Souhr eurasa Busss U.
Pror o Duba, i workd or arly yars
a h scod largs bak Blgum whr
i sard my carr as a prooradr a h
Commucao Dparm ad lar movd
o Group Fac o asss h Sor Gral
Maagr or our yars. Qug my job a h
bak ad lavg bhd my amly Blgum
was probably h mos dcul dcso i hav
vr ak my l. no rgrs hough. i
mad m srogr l ad ha s xacly
wha you d o b wh movg abroad.
24/7 switched on
Alhough i dd hav a job wh i movd
o Duba, i was crdbly lucky o hav
oud o ar oly bg sx days h
coury. tha ovrwhlmg lg o s
happss lasd oly a w days as i go hrow
o hs hghly dmadg rol o asss o
o Dubas mos wll-rspcd ladrs h
vsm ld. My job was o parcularly
rom o sx, Sudays hrough thursdays
as sad my corac. equppd wh a
blackbrry, a lapop ad a hom salld
prr ad ax mach, i was smply swchd
o 24/7. Havg a ViP as a boss who was
ravllg 80 pr c o hs m ad who was
o 21 boards hroughou h glob, i dd o
lav h oc bor 8 pm ad i dd o havo wkd whr h would o call m a
las 10 ms hr o chag lghs, book a
su or a abl a a vry xclusv rsaura.
th as pacd vrom or wha Duba
s kow as, s my opo scod o o
o ay ohr par o h world. Hc, you
hardly d a -o-v job hr Duba.
Morovr, par m jobs ar o-xs.
Dress sense
Havg sudd Arabc or mor ha 10 yarsad havg ravlld hroughou h Mddl
eas pror o movg o Duba, i was vry
much awar o h drcs culur ad
propr drss qu, alhough i mus say
ha h UAe s qu olra owards xpas.
th aoal drss or wom s a lga
black log lowg gow calld abbaya wor
wh a shla o covr h har ad ck. th
emra m war a wh akl lgh shr
calld dshdash or khadora wor wh
a usually wh had cloh kow as gura
ad a wsd black rop-lk col, h agal.th drss cod or o aoals s much h
sam as hr hom coury. Howvr, ou
o rspc or h local culur, a somwha
continued >>
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R E G I O N A L F O C U S
As a rar nl spcalss h cours
o h Mddl eas ad islam as a rlgo.
H works wh boh h prva ad publc
scor o a umbr o avs ragg rom
asssg bussss s up h Arab ad
Muslm world as wll as dvrsy avs
h UK. Havg grow up Kuwa h
rurd o h rgo ar hs BA o ravl,
work ad sudy turky, Syra, Jorda,
egyp, Saud Araba, Ym, Malaysa
ad ira. Ar succssully complg aMA Mddl easr Suds a Lodos
prsgous SOAS Uvrsy h sablshd
Kwssal, ow o o h worlds
ladg rculural rag provdrs.
Vs www.kwintessential.co.uk or morormao o h Mddl eas ad ohr
busss culurs.
nl wll b wrg a rgular colum or
Executive Secretary.
nx ssu: Grmay
Bor ad rasd Blgum, elk holds
a Bachlor dgr Busss-Ord
traslag ad irprg rom
h Uvrsy Collg o Gh.
Sh sard hr carr 1999 as a
Prooradr a h Commucao
Dparm a KBC Group, o o
h op hr facal suos
Blgum. i 2004, sh was
promod o excuv Asssa
o h Sor Gral Maagr o GroupFac. Hr passo or h Arabc laguag
ad culur mad hr dcd 2008 o
mov o Duba whr sh bcam a Prsoal
Asssa o h excuv Charma o
Duba Group. elk also workd or a shor
whl or aohr local ViP bor sh jod
th Coca-Cola Compay whr sh assss
h Prsd or h Mddl-eas, Souhr
eurasa ad Dogada ta Busss U.
About the Authors
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E V E N T S M A S T E R C L A S S
www.executivesecretary.comS i X t e e n
ConsiderationsLook a your hsorcal daa or h las
12 mohs or whch vr m ram s
mos dcav o your pars -how
may mgs do you hold h
sam vu?
How may do you hold a dr
vus all wh, say, a 30 ml radus
o ach ohr?
is hr a crcal raso why you us
dr vus ha ar all qu
clos oghr?
Wha s h araco o h vus
you alrady us?
Wh dd you las cosdr
alrav opos?
Do your xsg vus sll wh
your compay culur ad prol?
O avrag, do your dlgas ravl
o h vu by car or by ral?
Wha s your curr avrag
dlga ra or room hr cos?
Do you s a cap or coss or jus
pay whas dd ach m?
Wha xras, ay, do you currly
hav cludd h ras (.g.
projcors, a & co c.)?
Set Your Priorities
now youv lookd backwards, look orward.
is your spac dmad lkly o chag h
comg yar?
i so, how wll ac your rqurms
wll you d o d vus w locaos?
Add mor busss o xsg vus?
Wha ar your ma rqurms ( addo o
locao/room sz)? W-? Fr parkg?
Do you d o us h sam qualy o vu?
is hr a d (ad budg) o go up a r? Or
ca you go dow?Ca you cosolda busss o a smallr
umbr o vus ky locaos?
Do you us dr qualy rs dpdg
o v/yp o ads?
writer
AnthonyCoyle-Dowling
aho Col-Dol, Dco of sl fo Zb, h lodoo ho o h b o of o fo m o hol pc.
Wh youv b bookg mgs or
accommodao h sam vus or yars,
s asy o all o h rap o assumg ha
h ra your payg s h bs you could
g. Ad you d o book somwhr w,
s all oo asy o accp h ra your ord
parcularly m s shor. Bu goao
s a dry word. i ac, odays coomc
clma s ssal. G rgh ad you
wo jus g h spac ras dow, you could
also scur a hos o addd-valu opos ha
mak your budg go v urhr.
Do Your Homework
Bor you v hk o pckg up h pho
o spak o a vu o dscuss ras, ak h
m o do som -dph prparao so you
kow wha your spd ad usag pars
hav b o da. Smply dog hs ca
hrow up aras o wakss whr, prhaps
ovr h yars, youv all o h hab o
auomacally bookg cra vus whou
rally chckg o s hyr sll h
bs opo.
Buldg a ls o prrrd supplrs wh
pr-agrd ras, rms ad codos wll
sav you m ad moy, ad mak asr
o drv complac amog ohr bookrs
your orgasao.
noo,oo, oo
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E V E N T S M A S T E R C L A S S
S e V e n t e e nwww.executivesecretary.com
Where to Find Savings and
Added Beneits
Wh complg your shorls o arg,
do org o cosdr vus you may hav
dsmssd h pas proprs ar bg
rovad/upgradd all h m, ad such
a compv scor hy ar all k o arac
w busss.
nw hols ad vus wll also hav spac o
ll as hy look o sablsh a cl bas.
Volum busss s a bgg, so you ca
cosolda busss o o vu or o a
small umbr o vus across ky aras, your
chacs o scurg br ras wll cras.
Rmmbr o chck all lms o hproposo. You may scur a br ra by
holdg 10 mgs a parcular vu
rahr ha holdg v ha vu, wo
aohr ad hr y aohr. Bu
balac h ra savgs achvd agas ay
addoal coss such as hgh ravl coss or
dlgas, parkg coss ( o r parkg o
s s avalabl) c.
i h sums add up, cosoldag your spd
ca rally pay dvdds, o las bcaus you
wll sablsh log-rm rlaoshps wh h
vu. thyll g o kow your rqurms
ad how your compay lks vs o ru, ad
ha prsoal ouch ca mak a bg drc.
Look o lvrag savgs by bookg
accommodao a h sam vu as h
corc. i you ca ak a block o rooms
as wll as mg spac, your chacs or a
doubl whammy o savgs wll b hgh.
Savgs ca also b achvd by scurg
addd-valu ms, so goa or hgs
such as r w-, r parkg ( o alrady
ord), dscoud or r rrshms.
Cacllao rms ca also b a usul sourc
o savgs, should your plas hav o chag,
so hk ahad ad look o scur good rms
hr o mms ay possbl cacllao
bll.
Wh accommodao, ry o g brakas or
dr ad brakas cludd h ra
ac, ood ad bvrags gral s aohr
srog goao ara.
Wh mgs ad corcs, AV ad ohr
qupm ca add cosdrably o h bll. So
look o goa r or dscoud supply.
Look a your oal v spd wh a vu
ad goa savgs basd o ha gur,
rahr ha dvdual savgs or room hr,
ood c.
Hol chas ar crasgly roducg
bs such as ra h rar packags.
ths could sav moy by provdg a
upgradd bdroom whou upgradd cos, or a
complmary mal.
The RFP
Whhr your alkg abou 20 mgs
a yar wo vus or wo hudrd vsa yar sprad across svral cs or cours,
h basc prms s h sam.
Gv h vus a clar br, dalg
rqucy ad umbrs o vs or lkly
accommodao rqurms, ad all ohr
ms such as parkg o s, w-, or
qupm. B as spcc as you ca abou
volum, ay paks o dmad c. Ask hm
o spcy how quckly hy load cl ras,
ay plas or rurbshm c. a h vu
whch could mpac o avalably/qualy o
spac h comg yar. i hy hav ol
bookg acls, ca your goad ras b
accssd hrough hm?
Oer and Counter-oer
Oc youv go o h vus wh your
br ad hy hav com back o wh hr
or, aalys h rsuls ad compar all h
supplrs you hav approachd. i you ca s
room or mprovm o supplr, r-
goa. tra hm arly your lookg
o sablsh a workg rlaoshp wh hm,
o jus slash hr prcs o h bo.
Look carully a h small pr, ad look or
hdd chargs such as la chckou s. Also
mak sur ha alhough your agrd ras wll
b loadd you wll also b ord bs ra
avalabl o h day, as ha could b lowr.
Dont Be Complacent
Oc you hav your programm ad prrrd
supplrs plac you ca rlax, rgh? Wrog.
Rgular moorg o your spd ad o
comparabl ras lswhr wll allow you o
dy urhr cos-savgs opporus ad
o mak sur ha your programm ad supplrs
ar dlvrg h goods ad ha your ow
bookrs ar bookg wh h prrrd vus ad
wh polcy.
Do hsa o r-goa you d mor
avourabl rms lswhr. Ad kp a y
o spcal ors ha your prrrd vus
ad hols may hav o hr ow wbss. i
hyr a br dal ha you currly hav, go
or hm!
Sr clar o coracs whch you o
o ra or a whol yar. A Zbra w ar
coually rvwg ad r-goag ras
or our cls. You may o hav h m o
do hs o a coual bass, bu do schdulrvws vry hr mohs or so.
Good luck!
Ahoy
Coyl-Dowlg
s Drcor o
Sals a Zbra
ad jos wh
ovr 15 yars
wh h
Busss travl
idusry.
Jog Zbra
Ocobr 2010 h s rsposbl or
dlvrg h UK ad iraoal Sals
Sragy, hs goal s o bcom h ladg
ev Maagm ad Vu Fdg
Agcy. Zbra hadl vryhg rom
vu dg o dlga maagm,
raoal ravl, logscs, plag,crav dsg, chcal produco ad
vdo produco.
thy ar abou o sp o a vry
mpora prod or Zbra wh w
ol producs bg roducd h
vry ar uur.
Vs h s a www.zibrant.co.uk
or coac Ahoy a
i h x ssu, Ahoy wll b
lookg a how o orgas glch-r
corpora vs. i you hav
ay ps plas comm
o h excuv Scrary
Lkdi group.
about the author
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20/52www.executivesecretary.come i G H t e e n
The most connected PA on the planet - 12,500+ connections
on LinkedIn and counting.
Can we start with a little background inormation -
Where do you live? How long have you been a PA? What
motivates you? Inspires you?
i lv halway bw Drby ad nogham h eas
Mdlads, a small vllag calld Drayco. i movd hr
May 2006, havg sp h prvous 5 yars lvg ad workg
h Rpublc o irlad ad 13 yars bor ha exr.
i sard workg adm 1991 ar graduag rom
exr Uvrsy ad sard my rs PA-yp rol 1995. i
was acually ld Sor Scrary, bu cludd
a larg umbr o PA lms, workg or h
Dpuy Vc Chacllor o exr Uvrsy,
a h vry collg whr i had sudd.
My movaos: A h mom - workg
h mos xcg job o my l ad sll
wag mor.
My ispraos: i hav hr a h mom.
two o my bosss ovr h yars - Prossor
Mary Joh a h Uvrsy o exr ad
Davd Harrs a h nogham Uvrsy
Samworh Acadmy, my curr rol (Davd s h
Prcpal ad im hs PA - h Acadmy s a brad w
school or 11 o 19 yar olds nogham - www.nusa.org.
uk). Boh o hs hav b h mos rsg, xcg ad
sprg popl ha iv b orua ough o work or.
th hrd sprao s my rd Dbra Jarr, who works
as a psychohraps Drby - sh sprd m o urhr my
ow prossoal ad prsoal dvlopm by sarg a 4-yar
par-m MSc dgr cours igrav Psychohrapy ad
Cousllg las Ocobr, whch im vry much joyg.
Reading about you online, I have seen you described as a
PA, Regional Chair or Euma, website designer, lead singer
in a band, author, ellow at the IPA and Chair o the SSAT.
This is quite apart rom being the most connected PA on
the planet with over 12,500 contacts on LinkedIn. That
is a lot o achievement. Tell me, how do you describe
yoursel? And how do all o these combine to be
Angela Garry?
Your rgh - i am may dr hgs. i usd o hk ha
you could oly b o hg wh you grw up - bu h las
w yars iv bcom rsd so may ohr hgs, so my
prors hav chagd somwha, so ha i ca ry o mor
o my wk.
i wa o b abl o say ha i hav achvd a lo o my ams
- ha iv do h hgs iv always wad o. So, how do i
dscrb wha i do?
i lov my day-m job as a PA - i am a crdbly orua
poso, ha i work wh a am o rally commd
popl ad i kow ha my work s valud. is
h buss ad mos xcg rol iv had
20 yars.
i my spar m, i lov sgg - havg
b h sgr wo bads h las our
yars, iv ow go solo ad rlasd wo
sgls 2010 (dals a www.angelagarry.
co.uk).
i my las job, i dscovrd workg o h
r ad sard o cra h hug work
ha i hav ow - whch ld o m bg vd o
bcom h Rgoal Char or h eas Mdlads or h
europa Maagm Asssas orgasao - www.euma.org.
uk. im workg hard a ryg o buld up a localsd work
o PAs, kcksarg wh a rag ssso o Fbruary 19
nogham ad alrady hav bookgs h ppl or
Aprl ad Ju vs - oghr wh a group o rsd PAs
who wll b adg. im also a sl-cossd gk ad lov
workg o compurs - so i mad my ow wbs ad hav
go o o dsg som or hal a doz rds.
All o h hgs ha i do ar hgs ha i lov dog - hy
all wh dr aspcs o my prsoaly, my l ad
my makup.
My mos rc achvms ar bg accpd oo h
MSc programm - ad, wh h programm, passg my
rs wr assgm almos 20 yars sc graduag!
- ad bg judgd as jo 4h (Hghly Commdd) h
Sc-ed wspaprs Hadachrs PA o h Yar 2010 awards.
Los o achvms... Wha ca i say? im a mul-askr!!!
Profl
ANGELA GARRY
name
Agla Garry
roles
PA o Prcpal - nUSA,
eas Mdlads Rgoal Char
- eUMA UK,sgr/sogwrr,
& workr.
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P R O F I L E - A N G E L A G A R R Y
n i n e t e e nwww.executivesecretary.com
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>> Continued rom p18
Do you have a Mentor or a avourite Motivational Speaker
or Sel Help Guru? Is there anyone in particular that you
model yoursel on?
Hav you s h vdo o Rady Pauschs Las Lcur: Rally
Achvg Your Chldhood Drams? (i s o You tub a
http://www.youtube.com/watch?v=ji5_MqicxSo). i you hav
s , id dly rcommd ha you ak m o s dow
ad wach ! Rady Pausch was a lcurr a Carg Mllo
Uvrsy h US ad was vd o gv a lcur o h
prms o you had o gv o las lcur bor you dd,
wha would b? Rady had a ha po jus b dagosd
wh pacrac cacr - ad hs Las Lcur bcam a ral
r phomo. H usd h lcur o spr ad
mova hs llow sa ad suds - ad o lav a aasc
lgacy bhd or hs chldr. is a sprg lcur ad a
aasc way o spd 75 mus. O major hg Radysad, ha sayd wh m, was ayhg s possbl - ad h
sprao ad h prmsso o dram s hug.
What would be the two top pieces o personal or
networking advice that you would give to other PAs and
proessional administrators in 2011?
nwork - sop ryg o v or r-v h whl
your curr rol - do o b arad o call o your work or
asssac. Somo ls ou hr a PA rol has probably
alrady do h ask you ar srugglg wh ad could
probably ld you a had, whch would sav you m, rgy
ad moy.
i you do hav o, d a hobby - somhg ha you lov
dog. th gv yoursl m o do o. Do jus b
o hg your l - b mor.
What is the best advice you have ever been given?
i you wa o do somhg, do . Do wa ad pu o,
h d you ca do lk i dd.
My rd Susa Srma sad hs o m Fbruary 2005.
ths was h las m i saw hr - gh wks bor sh dd,
havg b dagosd wh cacr h prvous summr -
ad s sayd wh m vr sc. Sh old m how much sh
rgrd havg pu o hgs, hkg i ca aord hs
rgh ow or i do hav m rgh ow or ill do x
yar. th sh oud hr m crully cu shor.
So ow i wa o do somhg, i mak a ral or o do
- somms llg ohr popl ha im gog o do , whchh surs ha ill g do!
In your opinion, are networkers born or is it a skill that has to
be learnt?
Hmmmm, ca i g back o you o hs? im sll larg how o
work mysl!!
Ys, im cocd drcly o 12,500 popl o Lkdi -
bu im sll larg how o bs us h work ha iv
dvlopd ad im sll larg how o courag ohrs o
jo . is o somhg i was bor o, craly!
Apart rom your amazing proile on LinkedIn - are you a
natural Networker in other aspects o lie - ace-to-ace
meetings?
Would you blv ha i ca sg ro o 1 or 1,000 popl
bu i g rvous dog publc spakg? Mos popl would
say h xac oppos abou hmslvs ad would ar rahr
alk ha sg publc. im workg o hough - usg nLP
(uro-lgusc programmg) chqus augh o m by a
rd. i hk i blv workg oo much o nOt do
somhg abou my ar o publc spakg - so ys, im workg
o !
I may be wrong, but reading about you, I get the impression
that you have nothing to sell - that you Network or the
un o it? Is this really true? What is your agenda in
networking, both online and oline?
My agda? ejoym ad ascao!
i sard workg o Lkdi as par o my prvous job
ad joyd crag a work ad sg wha i could do o
mak grow. iv coud o buld o sc lavg ha
job wo ad a hal yars ago bcaus, lk my rs mos
hgs rlad o h r, im ascad o s whr
could lad o.
iv b usg h r sc 1995 ad im amazd a s
uss. For xampl: iv movd coury - wc - by applyg
ol or jobs irlad 2000 ad h back egladaga 2005. Also, havg m h auhor Hl Ha
1994 ad h crag a wbs abou hr ar hr dah
1997, iv b coacd by ovr 7,000 o hr as worldwd,
whch has ld o my rsarch work o wr a auobographcal
book abou hr.
P R O F I L E - A N G E L A G A R R Y
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H U M A N R E S O U R C E S
i am cosaly surprsd wh popl i alk o
do o appar o kow wha Huma Rsourcs
(HR) s hr or. OK, i am basd. Havg
b HR all my workg l, i hk s
obvous, bu may popl, sms, do o!
A collagu rcly mod ha h had b
alkg o hs 17 yar-old so abou poal
carr opos - ad had b xplag wha
h ad hs w - boh HR prossoals - oly
o b m by a blak ac ad no hak you,
Dad.
Ad hr ar may who hav ohg posv
whasovr o say abou wha HR dos hos
popl Huma Rmas jus sm o (1)
g h way, (2) sop hgs happg or(3) do ohg a all! Ad hr ar so may o
hm wha o arh do hy do?
So what is HR or?
Popl mar o quo Jm Colls hs
book Good o Gra wha maks a good
compay a gra o rs who... h wha.
employg h rgh popl s crcal o
busss succss ad o tHe sourc o
compv advaag.
HR s a sourc o xprs o popl ssus
a busss; s hr o ormula polcy
ad pracc o popl ssus, o advs o h
popl aspcs o orgasaoal chag ad o
ak a popl prspcv dyg soluos
o addrss h challgs h busss acs.
th closr h rlaoshp ha HR has wh
h op ladrshp am h mor lkly ha
HR s raslag h busss goals ad valus
o praccal polcs ad acos ad h
commucag hm across h orgasao
so ha vryo udrsads wha h mpacs or hm.
HR dos hs by:
Dsgg a popl sragy o h
busss goals ad s ovrall drco.
Provdg a ramwork o polcs ad s
o procdurs rlad o h mploymo sa ad provdg h ools o do
hs cvly.
Commucag hs o maagrs
ad mploys.
Provdg gudac, suppor ad
advc o h cv mplmao
o h sragy, polcs, procdurs
ad ools.
ths s udrpd by mploym
lgslao amd a maagg popl
arly ad surg ha hr basc rghs
ar procd.
Mos o hs s commo ss ad may
maagrs ca ad do maag hr popl
cvly whou suppor rom HRxcp
wh hgs go wrog.
HR should b adp a kpg maagrs ad
h orgasao ou o mploym rbuals
(bu o a ay prc!).
i my xprc may orgasaos do
commuca h rol ad purpos o hr HR
uco cvly, probably bcaus has
volvd or b hr whou much
orhough. ths maks l dcul or HR
pracors bcaus vryo has hr ow
vw or modl o wha HR s hr or basd
o hr ow xprc or wha hyv hard
rom ohrs.
Mos o us accp ha w do kow much
abou ohr ucos, lk Fac ad Lgal.So w would rahr sk advc rom a xpr
sad o dg ourslvs ho war. Bu
vryo hks hy kow how o dal wh
popl. So claryg wha HR s hr or has
advaags
or vryo
h busss.
Frsly, hr s h
basc bu mpora
su - h ools o maag
ad pay popl - sarrs ad
lavrs, rcrum procsss, chags
ha mpac o pay ayo ca do ha ad
rquly do (alhough sadly, ar oo may
HR dparms spd mos o hr m ad
or o hs).
i small bussss, h CeOs PA or Oc
Maagr o aks o hs rol - whch
s maly admsrav or rasacoal -
prparg coracs o mploym or dalg
wh payroll mars. ths s h ry rou or
may popl makg HR hr carr. i largrorgasaos, rasacoal ssus do o d
o b h doma o h HR pracor ad
hs has ld o h mplmao o shard
srvcs may larg, complx orgasaos.
Popl h Hrof yo B
writer
HilaryJeanes
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8/7/2019 Executive Secretary Issue 1 201103
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H U M A N R E S O U R C E S
t W e n t Y t H R e e
thr s o sa or HR o h board wh
HR has hr prmary ocus o h y gry.
ths dos o ma ha HR rasacos ar
o mpora hy ar. Ad payg popl
h corrc amou ach moh s wha ach
ad vry o o us should xpc. i hror
gos urcogsd ul hgs go wrog
i som
bussss,
HR rads h
l bw
mploy champo
ad sragc parr. i
hs suao, HR pracors
ca d hmslvs rcky suaoswhr boh h mploy ad h maagr
blv ha HR s supporg hm. ths ca
lad o suaos whr HR s scapgoad
ad hr pary s sasd wh h oucom.
ths s prhaps whr h labl Huma
Rmas orgad.
Som o h ky hgs ha a cv HR
uco dos:
Buld ad maag rlaoshps wh ky
sakholdrs h busss.
tra ad advs l maagrs o how o
g h bs rom hr popl ad rsolv
rcky popl ssus
Suppor h mplmao o chag
- boh corporaly o m sragc
rqurms ad a a am lvl.
Commuca wha HR dos
(ad dos) do.
Us HR mrcs o dy rds
ad aras or aco
Dvlop ladrshp ad
maagral capably
So orgasaos d o vs skllg up
maagrs o maag hr popl cvly
ar all s h maagrs prmary rol o
dlvr hr busss or srvc hrough h
am o popl ha work or hm; o hlp
hm dvlop a udrsadg o who dal cvly wh popl ssus (h
arlr h br!) ad mos mporaly
wh o call o HR or advc
ad suppor.
i mgh soud srag advc rom a
HR prossoal, bu kp your HR
srvc as small as possbl. Lk all
xprs, HR s o hr o do h job
or you, bu o suppor h orgasao
ad s maagrs o g h bs rom h
popl workg hr. All oo o w HRmak hs oo dcul ad complx, sad
o provdg smpl, usr-rdly hlp ad
suppor.
And the role o line managers?
i s h rol o maagrs o lad ad
maag hr popl o a day-o-day bass
. rcru, suppor, commuca, gv ad
sk dback, maag prormac. Parck
Lco, a xpr ladrshp, says hamaagg popl s o o h mos sgca
hgs w ca do a work. i ouchs vry
ara o a mploys l so s mpora o
do wll. H says ha maagrs ac lvs
mor ha hy wll vr kow. ths mas
ha maagrs d rag ad suppor o
udrsad h rsposbls o hr rol
rlao o gagg ad maagg hr
popl. Maagrs also d a soudg board
ad somms prossoal advc wh hy
cour suaos hy hav o dal wh
bor or xprc rarly, lk dscplaryssus, hadlg log-rm sckss absc
or rdudacy.
So who can employees turn to when
they need advice?
thr rs por o call s hr l
maagr. Ad may orgasaos,mploys hav h suppor o rad
uos or mploy rprsavs wh
hy ar lookg or advc, suppor
or rprsao.
i a arcl HR lssos rom h ho sa
basd o rvws wh som o h UKs
brghs HR ladrs (Popl Maagm
magaz March 2010), succssul HR
ladrs dmosra hs quals:
Hav prspcv ad sgh
iluc a a sor lvl
Hav a hgh-prormg HR am
Lad wh courag
Sk opporus o luc chag
byod hr ow orgasao
Ar couously larg
How dosyourHR am shap up?
about the author
Hlary Jas s Drcor o PurplL
Cosulg Lmd, a cosulacy whch
hlps orgasaos rals
h poal o hr popl.
www.PurpleLineConsulting.co.uk
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T H E F E E D B A C K F E A T U R E
Lisa Sargent - id ll h x graoo vr sop larg, kp up wh w
chology, b op mdd bcaus chag
s vabl ad rmmbr o spd qualy
m uwdg wh amly ad rds.
Kimberly A. Callahan - Prossoals d
o lar how o s boudars ad maag
hr m. Wom parcular d o b
popl-plasrs hus d hmslvs ryg
o b vryhg o vryo. is mpossbl.
nor ca you b cv ryg.
Kim Hill - Whl your poso
may b busss casual always look
prossoal. B carul o showg oo
much sk (spcally or you aood
lads) ad do o war oo much makup
(.., ovr h op als ylashs) or you
wll d you ar bg passd ovr sad
o promod.
Gala DeJong- Mak sur ha you hav balac
your l. L s o oly abou work, s
also abou amly, rds ad commuy.
Sanne den Hartog - Say hos o yoursl
ad vr gv o somhg you do
agr complly
Amparo Cambronero - Rspc, rspc
ad rspc. Oc w hav o o gh o b
cosdrd as a ma, jus oly aohr prso,
w wll b abl o say all huma bg hav h
sam rghs. thus, ducao s o paramoumporac. i s h ool w hav o l a
arr world.
Mary Miraglia - nvr lar o yp adgoa vryhg.
Cecilia Louie - nvr gv up!
Donna Gilliland - Sk o hlp ohrs rs.
Us your mooal llgc - opmsm,
producvy, sl-sm, movao,
mpahy or ohrs ad good prsoal
raco sklls.
Sadhna Panchoo- id courag wom o
dscovr hr poal ad do b arad o
ak o w challgs. Youd b amazd a
wha you ca accomplsh!
Nancy Forbes - A mor s a gra addo
o your ool k. -M has hlpd m grow
prossoally, i hav lard a lo rom hr -
ad o jus work rlad.
Michela Luoni - i hop ha my daughr wll
kow wha sh s worh. Oly wh sl-smca you ar h rspc o h boss ad ask
wha s rgh rms o salary, codos ad
mor dmadg acvs.
Stephanie Danesie - Kow h valu o hghr
ducao ad o your l rgardlss
o your ag or crcumsacs. thr ar so
may pahs o choos rom oc you hav a
collg dgr.
Kelly Hero - Mak your ow acal lo mar wha your maral saus. A good
acal l s your rgh ad your rdom.
th, wh uxpcd l crcumsacs
occur you ar rady o walk orward whou
h addd burd o acal srss. Also, laro ask or wha you wa. i am sll amazd
ha popl wll say ys so asly o m my
busss wh i ask or wha i wa (shakg
sd, o cours!). is a sad commary o
our socy, bu a hs po wom ar sll
arad o ask or wha hy wa. You go grls!
Linda Morton - Pursu l-log ducao
ad kp your sklls curr, v you ar
a say-a-hom Mom. My husbad coracd
cacr ad dd wh our mohs o
dagoss, so i w back o school a 50 ad
shd a B.S. Howvr, h i had o spd
o yar lvag my MS Oc sklls o
h advacd lvl. try o bcom h bs
a somhg so you bcom dspsabl.
D all h sps aks o bcom a
xpr a somhg ad mhodcally bg
o advac.
Susan Huynh - Rgsr or Lkdi arly.
i advsd my hgh school c o sar a
Lkdi accou bcaus hr volur works a par o hr rlva xprc hr carr
ad hr rsum.
Kathy Vernacchio - G a collg ducao
o mar wha. thr ar so may acal
opporus avalabl or popl wag a
ducao oday, do hk you cao aord
- alk o your hgh school cousllor ad
mak happ.
Julie Blankenship - Flp-lops wh sparklyhgs ar nOt drss sadals. Srously,
i would courag hm o b proud o
who hy ar ad hag o o wha maks
hm uqu.
iolwom D
w d o h dc old o p o o
h x o of o om?
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T H E F E E D B A C K F E A T U R E
Melissa Nourigat - thr s always aohr
day o gh h bal or chag. Alg your
sl wh auhc popl who wll back
you up wh h chps ar dow. no mar
wha, say ru o yoursl, your pah ad your
har. Maa your rpuao, s all you
hav a h d o h day ad your l, mak
cou!
Ceili Rian - thr ar o logr sa
dusrs rms o sabl job mploym.
Had ayo bohrd o voc ha opo
wh i was youg, i would hav pursud
a dram carr o o prdcd o or
say ad sably.
Leslie Harroun - Do b dscouragd
xcuvs s you as a hs grl Frday bu wh
lss bras. You hav o jus b good a whayou do ad d a compay whr your pu
s valud ad your par o h am sad o
jus h grl who aswrs h pho. i hk
hr ar sll a lo o old-school auds ou
hr, parcularly compas ha hav b
aroud or a log m, ha wom asssas
ca oly ll a vry lmd rol. Jus bcaus
your boss ss you ha way, dos ma
you ca corbu a magul way ad
dos, h you d o sar lookg or
work whr bg a asssa mas you ar
mor ha h grl who gs h co admaks cops.
Also, i hk s rally mpora o o ak
chauvsc auds prsoally. i you show
ha your ups, or g mooal, bad bosss
wll d o us ha as juscao or hr
auds oward wom ad wll oly mak
h suao wors. im o vry good a hs.
i d o go h rghous dgao rou,
bu i hk ha i could ll a yougr m
ayhg, would b ha akg h hgh
road iS rmag v-kld ad objcv.
Kathleen Kiltinen-Frischmann -
Rlaoshps ad commus mar boh
hr ad ral m. Alg yoursl wh
auhc ad posv popl. Volur.
thak ohrs o. Ld a had o aohr
wh you ar abl o. Lar who you ar
arly l ad surroud yoursl wh good
mors. Hav a posv aud abou l,
h gs you hav ad ayhg you do, do
h bs you ca.
Razia Wilson - Kp volvg - ra
ad r-ra o kp your sklls up-o-da.
Deb Sparks - O hg ha was drlld o
us back Scraral trag class 1975:
to mak yoursl sad ou your carr,
Always do a ll mor ha s xpcd o
you. is a gra moo ad holds ru l
suaos as wll.
Lisa Buck - Do o b arad o ry somhg
w or ar o alg. i you vr challg
yoursl, you wll saga ad vr lar
ayhg. i you do mak a msak, ow
up o ad vow o vr mak h sam
msak aga.
Christina Walters - Do l ayo ll you
ca bcaus you ar a wom. Say srog,
rm ad ollow your har. Do work oo
hard, bu work hard ough o g you o x
lvl. i you hk you kow vryhg, youprobably do. So lar rom hos aroud
you ad hos who ar mor xprcd.
Carol Quantock - Wv com ar h pas
hal-cury, bu o ar ough. Wom ar
sll o arg qual pay or qual work.
My advc s o kp workg oward pay
quy, always b yoursl ad kp larg
vryhg you ca.
Loretta Tocio - Blv yoursl ad b
proud o your accomplshms.
Mary Nortey - Aspr o mov o o h
hghs hrarchy your ld o occupao.
Plas do gv up o yoursl; h sky
should b your lm; hs wll ak you placs
you vr dramd o.
Traci Thompson - Lav your moos a h
door ad do gossp a work - ocus, srog
work hcs ad codaly ar mprav
or succss.
Claudia Patricia Baquero - Lar o b
vrsal ad b abl o mul-ask whl
o orgg job qualy, good aud
ad prossoalsm
Andrea Ziomek - Lar o masr h prclss
skll o bg rsourcul! th dspsabl
asssa quckly bcoms h go o prso or
h r oc. How do w achv hs? W
craly do kow vryhg bu w kow
how o g h ormao hrough rsarch,
workg ad by buldg rlaoshps!
Jaime A Ellis - Do vr ak or grad h
chocs you hav your l.
Jessica Marlin - i agr wh all o h abov
ad would oly add...b a ladr! Sp ou
o h radoal rol ad bcom a ru
busss parr o hos you suppor. G a
sa a h abl. Mak h compays goals
your goals... bcom a dspsabl par o
h procss.
Robin Henderson - Choos your carr pah
carully. Spd som m a poal rol
you hk you may wa o ak o, such
as par-m or durg braks rom school.
Ralz aks hard work, ddcao ad
prsvrac o kp you o your pah bu
ca b do. Rmmbr h job dus or
rsposbls ar jus as mpora as yourmaagrs prsoaly. i you d a poso
ha you joy bu drad gog vry
morg bcaus o your boss, h s o h
plac or you. Mov o o somhg ls.
Cynthia Segarra - Lar o war may has
ad wh hos sklls bcom cross ucoal
h workplac.
Terri Schulz - Cou your ducao, boh
acal ad carr-ws o hlp you rayour ow prsoal dy. Lv ad lov o
h ulls, bu mak sur ha you allow h
world o kow your mpr ad o o
ha somo ls porrays or you. Rmmbr
h words o Hl Rddy... i am woma -
har m roar!
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P E R S O N A L D E V E L O P M E N T
From 2002 o 2009 i was workg as a PA o a succssul
raoal movaoal spakr ad a Masr Pracor
nLP, Bll Dochry MBe. i was whls workg wh
Bll ha my curosy or nLP sard m o a ascag
joury. i lard a lo rom Bll hrough hlpg hm pu hs
prsaos oghr, orgasg ad adg hs smarsad allowg hm o pracc o m! Ar Bll omad
m ad i wo h tms Crm DHL PA o h Yar Award,
boh Bll ad i wr askd o prs oghr as boss ad PA
a boh PA corcs abroad ad h UK. i hav rcly
b sudyg or my nLP Pracor Crca ar
succssully complg my dploma. i hav oud xrmly
sghul ad hlpul hlpg o buld rlaoshps, gv
prsaos, commuca cvly, mova mysl
ad ohrs, hk posvly ad cra acos ha mak
a drc.
th of no LcPomm (nLP)
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P E R S O N A L D E V E L O P M E N T
Hr ar jus a w
o h nLP ools
ha you ca lar
rom ad us your
vryday l a hom ad
a work.
Rapport
Mach ad mrror your body laguag as wll as
your vrbal laguag wh your boss ad hos aroud you
o hlp buld succssul rlaoshps. is your boss a vsual prso who
may say hgs lk i s wha you ma or audory who says hgs
lk i har wha you ar sayg or kashc who says hgs lk
i l ha hs wll work? Subly us h sam laguag ad body
laguag ad buld rappor quckly ad asly.
Outcomes
Focus o h posv sps dd o achv your goals ad objcvs.
Wha s mpora o you? Wha wll you ad ohrs ga wh you
achv ? thy should b sad posvly, b clarly dd, ad
mak sur you hav h rsourcs you d. Us SMARteR goal
sg - Spcc, Masurabl, Agrd (wh boss), Ralsc, tmd,
evalua goals ad Rvs hm wh appropra. thk abou wha
wll happ wh you achv .
Flexibility
nLP sas wha your dog s workg h do drly.
Mody your bhavour hgs ar o gog h way you wa. Youca spd a lo lss rgy o chagg yoursl ha ryg o chag
somo ls. th bous s ha you wll d ha wh you chag
your bhavour - ohrs sar o chag hrs. i you always do wha
you always dd, youll
always g wha you
always go!
There is No
Failure, Only Feedback
evryo maks msaks ad somms
hav sbacks wha hy ar ryg o
achv. Popl d o rals ha all hy d o
do, s o ak h larg you hav ak rom h dback or
sback ad lar rom hos msaks o mov orward ad hlp you
o b v br a whavr s. Som popl prcv ha hy hav
ald ad bcom dshard wh ac s jus a larg curv
ad hs xprcs wll hlp you dvlop.
Your World
is Dierent From Mine!th Map s o h trrory - nLP achs ha you procss
ormao your ow ll world sd your ow had. A dr
prso xprcg h sam v or mg as you wll hav
rprd ad prcvd hgs drly rom you. W all ak
mllos o pcs o ormao o our bras a ay o m rom
wha s gog o h vrom w ar , o wha somo s
sayg ad how you rpr ad wha s gog o h backgroud
c, w lr hs pcs o ormao as w ak hm all ad
w hr dsor, grals or dl ormao ad w all do
drly rom ach ohr. Wh you udrsad ha ohr popl
hav a dr xprc rom you (a dr map o h world), you
should b lxbl ad ry o udrsad ad mpahs wh hr po
o vw ad your rappor wll b grar. Wh you hav h rappor,
you ca lar how o alk o hm, how o prs das ad how o
prsuad ad luc.
writer
SueFrance
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P E R S O N A L D E V E L O P M E N T
about the author
Su Frac s a award wg PA, raoal rar, coach, qualfd nLP pracor adh UK naoal Charma or eUMA. www.euma.org
Sh s also h auhor o th Dfv Prsoal Asssa ad Scraral Hadbook, whch savalabl o buy o hr wbs www.suerance.com
Executive Secretary radrs ca clam a 20% dscou by rg h cod FAVOUR ( caps).
The Meaning o Communication
is in the Response You Get
W all hav o commuca ad how wll
w commuca s drcly lkd o how
succssul w ar. i s mprav ha a
asssa commucas wh hs/hr boss ad
aks 100% rsposbly or gg hrpo across. Whavr a PA says or a boss
says wll ac h way ach ohr rspod.
Msudrsadg commucao happs
a lo ad causs colc ad problms.
thror w hav o commuca vrbally
ad o-vrbally a way ha producs
h rsuls w ar lookg or ad look or
cogruc bw o vrbal ad vrbal
commucao. Popl wll rspod o wha
hy hk you ma, whch may b a accura
or accura rprao o your dd
mag. Chck o s hy msudrsoodo oly wha you sad bu wha you ma
as wll.
People Are Much More
Than Just Their Behaviour
Mar Luhr Kg oc sad im alkg
abou a yp o lov ha wll caus you o lov
h prso who dos h vl dd whl hag
h dd ha h prso dos. th po s
ha bhavg badly dos o mak somo a
bad prso. Sparag h bhavour rom h
prso s rally mpora. Popl ca bhav
badly wh hy do hav h r rsourcs
or ably o bhav drly ha sac.
i s possbl hy d hmslvs a suao
ha prvs hm rom bg h bs hy
ca b. Wh your boss s bhavg badly say
o yoursl Do ak prsoally!
The Mind and
Body Aect Each Other
Your md ad body rac ad muually
luc ach ohr. i s o possbl o
mak a chag o whou h ohr bg
acd. Wh w hk drly, our
bods chag. Wh w ac drly wchag our houghs ad lgs. thror
you wa o l cod - d ou wha
your coda sac s. For xampl, or m
i hav my had up, shouldr back, sad wh
srog plad lgs, brahg coms rom h
abdom ad my arms l srogly ad ar
slghly away rom my body wh palms acg
orwards. Wh i ak o h sac whch
s codc or m, my md wll blv
my body ad i wll l cod! try or
yoursl! Modllg succssul prormac
lads o xcllc
Shar kowldg wh ach ohr ad do
o rv h whl. i o prso ca do
somhg s possbl o modl ad ach
o ohrs. i hs way vryo ca lar o
g br rsuls hr ow way, you do o
bcom a clo o h modl - you lar rom
hm. Lar rom popl you admr hr
hrough job shadowg, akg o a mor or
coach or adg smars ad workshops.
Individuals Have All theResources They Need to
Achieve Their Desired Outcome
ths mas ha w all hav h capably
ad poal o grow ad dvlop. i may
b ha w hav o go xrally o g hlp
dvlopg ourslvs bu w ar capabl o
skg ou rsourcs o achv our goals.
Enabling and Limiting Belies
Our bls ca b posv ad ablg or
gav ad lmg. For succss your bls
should b ablg ad sayg o yoursl i
ca do ha; im good a; l m hav a go
ad bg dr s good c. Our bls
ar ormd ucoscously ad hav bormd hroughou our lvs ad som hav
com rom our xprcs, rom our pars,
ad our achrs c. As soo as you dy
h gav bls ha ar lmg, you ca
chag hm. For xampl you wa o go
o workg mgs bu you ar arad o
walk o a mg room ull o sragrs o
your ow, s probably bcaus your pars
old you Do alk o sragrs! wh
you wr a chld. ths hough h crps
ucoscously o your md wh you hk
abou adg a mg ull o sragrs.My p o you s o ll yoursl ha ow you
ar grow up ad o logr a chld s okay
o alk o sragrs, ac s good o alk
o sragrs, o work, shar kowldg ad
joy yourslvs.
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K E Y S K I L L S U P D A T E
Key Skills Updatewriter
HeatherBaker
Being Good at Taking Notes
You should hav your ow prpard sysm
or akg quck os ad should clud
a s o abbrvaos. Rmmbr you do
d o wr prc eglsh h mg.
Prpar your abbrvaos advac o
h mg. i you hav alrady go a
sysm, hk abou larg spdwrg
or shorhad. Mak sur you work ou how
you wll dra bw popl wh h
sam als bor you go o h mg.
Good Mastery o English
ths s vry mpora so ha popl caudrsad your mus ad o rlc a
good mag o you, your dparm ad
orgasao. th r s a xcll
sourc o ormao o grammar.
Good Vocabulary
Youll d a good gral vocabulary ad a
udrsadg o h chcal rms, jargo
ad abbrvaos ha may b usd h
mg. G yoursl ormd bor h
mg so youll udrsad whas bgsad; radg h prvous mus s jus o
way o do hs. Us a hsaurus o vary h
words you us.
Listening Skills
Always h rs skll ha popl hk o as
h mos dcul. Udrsadg h subjc
s o o h ma ways o mak l asr.
A Good Relationship
With the Chairperson
A vry mpora par o mu akg. A
charprso ad mu akr should always
hav m oghr o prpar or hr
mgs.
What to Record
A ss o wha you should ad should
rcord s a skll ha aks m o dvlop.
i hlps o udrsad your radrshp ad
h us o h mus ar hy hav b
wr. Mos mpora always clud ay
acos.
Summarising Skills
ths s ar h mg; you d o wr a
summary basd o h os you hav ak.
Mu akg s nOt dcao...do go
hrough h procss. For xampl:
th Charprso sad sh dd a volur
o g smas or h w urur h
oc. Sh askd h scrary o do hs.
th scrary sad sh would do hs. th
Charprso sad sh dd hs or h
x mg. th Scrary sad sh would
arrag hs.
ths would b br wr as:
th Scrary agrd o arrag smas
or h w urur o b dscussd a h
x mg.
Knowledge o How
to Use Reported Speech
You may occasoally hav o rpor wha
popl say mus ad, so, rpord
spch should b usd. Howvr, by usg
xcll summarsg sklls you ca avod
h h sad, sh sad scaros (s abov).
Word Processing Skills
A s o wll-prsd mus rlcs wll
o you. i you ar rgularly mug h sam
yp o mg h us a mpla. You ca
h us a lapop ad yp your os sragh
oo your mpla bu rmmbr you ar
o wrg your mus h mg, you
ar jus akg os.
Prooreading Skills
is mpora o chck your mus ar
hy hav b ypd. O p s o pr o
h mus ad chck hm aga; do jus
rly o radg rom h scr.
about the author
Hahr s h craor o h BakrWr sysm o spdwrg ad hr book o hs sysm as wll as hr book
Succssul Mu takg: Mg h Challg ar boh avalabl rom h Executive Secretary booksor a
www.executivesecretary.com Hahr had ovr 20 yars xprc as a scrary ad PA bor sg up Bakr thompsoAssocas Lmd 2000 www.bakerthompsonassoc.co.uk
th compay spcalss h rag ad dvlopm o PAs ad admsrav sa. Sh ravls aroud h
world workg wh larg ad small compas o abl hr oc sa ad PAs o work mor cvly.
As a xprcd scrary, i had akg os ad wrg mus
id rahr hav hrow mysl dowsars! Howvr, as i progrssd o
mor sor rols, i vually go h hag o ad hav, sc 2000,
b hlpg ohr PAs ad admsraors o rsolv hr cocrs.
Hr ar som hs o h sklls you d:
Minute taking
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T H E R I S K C O L U M N
thk back ovr h cours o your carr.
idy h ms you wr bold: chagg
jobs, movg o a w orgazao, org
o asss wh a projc, volurg o srv
o a comm or llg or somo whl
hy wr o lav.
Wha do hs ad smlar vs hav
commo? thy all volvd a lm
o rsk. Ad you look back, i am
sur you ca drcly rac som o h
advacm your carr o a las o o
hs vs.
noc ha i dd o sar by askg you you
ar a rsk akr. Mos popl would say o. i
s br o look a h acs ad dy rsks
you hav acually ak ha ask abou your
clao. th rsul wll b mor accura.Ls sar by dg rsk. Wha s hs
powrul bu dagrous cocp? A rsk s ay
aco wh a ucra oucom. irsg.
thas ? Sms qu smpl. now a rsk s
ay aco wh a ucra oucom, ha
mas you ak rsks all h m. exacly.
You jus probably do o hk o hos
rms.
Fucog a ay lvl, l alo as a
accomplshd busss prossoal, rqurs
akg rsks rgularly. Jus gg hrough
h day dos. thk abou all h acos
you hav ak oday ha had a ucra
oucom. Your commu o h oc would
b o ha appls o vryo who s a work
oday. You probably do hk o as a rsk
bcaus s a cssy. Bu sll s a rsk. i
rms o h possbly o xprcg jury
or harm, your commu o ad rom work
may acually b h rsks hg you do mos
days. Bu bcaus s cssary ordr or
you o prorm your job, you accp h rsk
ad do vry work day.
Rsk alls o hr cagors: chos,
opoal ad avodd.
Chos rsks ar h os you hav dcdd ar
rqurd ordr or you o uco ad as
a rsul you hav chos o ak hm. Your
commu o work s a chos rsk. You hav o
do you wa o work your oc.
Opoal rsks ar o rqurd ordr or
you o uco, bu you hav dcdd o akhm ayway. Gog o h har h
vg s a xampl. i volvs a lm
o rsk. i s o rqurd o you, bu you do
o h lss.
Avodd rsks ar as hy soud - a rsk you
ar currly avodg. A xampl may b a
rcraoal acvy such as salg or hkg.
Hr ar wo mpora pos. You rgularly
ak chos ad opoal rsks. Bcaus hy
ar gral o your l, you may o hk
o hm as bg rsks - y hy ar. th
scod po s ha rsks rgularly mov rom
o cagory o h x. Wh you ak o
a w rsposbly your poso, you ar
movg a rsk rom h avodd cagory o
h opoal cagory.
Why s hs mpora? Prossoal
prormac mprovm rqurs ha you
o ak som rsks, v crmal os.
Udrsadg your ru rsk clao s
a val par o hs procss. i s vry lkly
ha you ar a much mor accomplshd
rsk akr ha you gv yoursl crd or.
Cograulaos.
i uur dos o Executive Secretary,
w wll cou o dscuss h cocp o
llg rsk akg as a prormac
mprovm sragy. You wll b provdd
wh spcc acos you ca ak o xpad
your qualcaos ad prossoal rsum.
O o h hms wll b akg h ar ou
o h rsk-akg procss so you ca harss. W wll alk abou wha llg rsk-
akg s ad wha s. i h x colum
w wll dscuss how w ar codod o s
rsk as gav. i vry much hop ha you
dcd o jo m or h advur.
about the author
Books by Jm McCormck clud Busss Lssos rom hedg (McGraw-Hll), th Powr o Rsk, (Maxwll), ad thFrs-tm Maagr (Amacom). All hr o hs ls aravalabl a h Executive Secretary booksor www.executivesecretary.com.
Jm has a dgr grg ad a MBA, h s aormr corpora Ch Oprag Ofcr ad WorldRcord ad norh Pol skydvr. Mor ormao
s avalabl awww.TakeRisks.com
risk is Like Fire -yOuLL Be saFe But COLDwitHOut it
writer
JimMcCormick
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Managing Director of Pitman Training
Pitman Training is one o the most widely recognised
and respected training organisations in the world and in
the frst o their regular eatures in Executive Secretary,
we caught up with Claire Lister, Managing Director, toget the lowdown on her career and what she thinks the
uture or executive secretaries holds.
Lets start with a bit o background. Tell us how you got
to where you are today?
i jod Pma trag 1998, as Fac Drcor as par
o a maagm buyou am, ad bcam MD 2006. i was
k o jo h compay as i kw o h brad, ad h gra
rpuao had h dusry.
Bu i cam o whr i am alog qu a wdg pah, sarg
wh sudyg chmsry a uvrsy. i had h valu o
ducao slld m rom qu a youg ag by my amly
ad was orua ough o go o uvrsy.
Lk a lo o youg graduas oday, howvr, i cam ou o
uvrsy wh a dgr bu vry ll h orm o work-
xprc i was craly o job-rady, bu havg provd i
was capabl o gg a good dgr s valuabl h ys
o mployrs. W work wh may o our suds o provdvocaoal rag o mak hm job-rady ad a hgh
proporo o our suds g a job ar rag wh us.
i dcdd o do a ypg cours as a way o dvlop sklls
ha would add o my CV ad mak m mor o a aracv
prospc or poal mployrs. im 44, so hs s gog back
ovr 20 yars wh ypg ma bashg away o ypwrr
kys wh o room or rror dl, copy ad pas wr
a opo! i lard a valuabl skll o ha sood m
good sad or my x mov, ad im proud o say im sll a
vry good yps!
My ahr was a accoua, so i dcdd o ollow hs
oosps. Ulk hm i dcdd o bcom ully quald,
aga haks o havg h valu o ducao ad rag
drummd o m whls i was growg up.
What important lessons have you learned along the way?
iv lard ha ducao ad rag gvs you chocs
l ys, my dgr dd drcly corbu owards m
gg my rs poso as a accoua, bu dd ma i
kw ha i had h dscpl or sudy. trag, ad vdc
o rag, ar ssal as ar workplac sklls ad i kow
ha my ypg sklls hav hlpd m hroughou my carr.
You ca vr udrsma h powr o bg abl o yp
quckly ad corrcly!
What have you ound diicult or challenging
in your career?
is a clch ad o ha i wsh i dd hav o us, bu i
dly hk as a woma iv had o gh jus ha ll
b hardr ha my mal collagus o achv my plac a h
op abl. i dos mak m agry, jus sml, wh i hk
o h ms wh cls askd m o mak h co ad
drrd o my juor o ask a quso - rs assurd i pu
hm rgh quckly ough - bu cly ad usually wh a
laugh ad a jok!
i do blv ha m ad wom ar br or wors hworkplac jus dr. thos drcs ca ma w ca
b ovrlookd