Exceptional Executive Assistant

Becoming the: “ Exceptional Executive Assistant ™ ” Executive Assistant Training Primer

“ Typical” EA Job Description ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],The Good and the Bad of being an Executive Assistant

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],10 Tips To Being an Exceptional Executive Assistant ™

Build a Relationship Founded on Trust and Integrity TIP #1

[object Object],[object Object],[object Object],[object Object],Building a Relationship

Creating Relationships –The Three Core Skills The Ability to Earn Trust The Ability to Give Advice The Ability to Build Relationships TEXT EARN GIVE BUILD

[object Object],[object Object],[object Object],[object Object],Earning Trust TEXT EARN GIVE BUILD

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],12 Quick Ways to Gain Trust ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],TEXT EARN GIVE BUILD

[object Object],[object Object],1. Listen to everything TEXT EARN GIVE BUILD

HEART Listening System ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],2. Empathize (for real)

[object Object],[object Object],[object Object],[object Object],[object Object],3. Note what the other is feeling.

[object Object],[object Object],[object Object],[object Object],4. Build a shared agenda

[object Object],[object Object],[object Object],5. Take a point of view.

[object Object],[object Object],[object Object],6. Take a personal risk.

7. Ask about a related area. ,[object Object],[object Object]

[object Object],[object Object],8. Ask great questions.

[object Object],[object Object],[object Object],9. Give away ideas

[object Object],[object Object],10. Respond with unbelievable speed

[object Object],[object Object],[object Object],[object Object],11. Relax your mind. TEXT EARN GIVE BUILD

[object Object],12. Don’t miss a commitment!

[object Object],Giving Advice TEXT EARN GIVE BUILD

[object Object],[object Object],[object Object],[object Object],Giving Advice TEXT EARN GIVE BUILD

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Building Relationships

[object Object],[object Object],[object Object],Integrity

[object Object],[object Object],[object Object],[object Object],[object Object],Five Letters to Complete inteGRITY

“ Trust is a dynamic, fragile and complex process. It requires constant work, patience, commitment and a full understanding of human nature.” Stuart R. Levine Openness/ Realism Observe Patterns Define Expectations Requires Strength Flexibility / of Character Adaptability Understanding of Awareness of Human Nature Barriers Respect for Individual Dignity TRUST

Make Your Executive Look Amazing and Find out how to make your Executive’s Job Easier. SESSION #2

[object Object],[object Object],Make your Executive look Amazing!

Creates Profile ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A typical profile includes: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],Purchasing Gifts

[object Object],Stuck for initiative ideas?

[object Object],[object Object],[object Object],Stuck for initiative ideas?

Develop Elevator Speeches ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Be Ahead of the Curve ,[object Object],[object Object]

Be Ahead of the Curve (1/3) ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],Be Ahead of the Curve (2/3)

Be Ahead of the Curve (3/3) ,[object Object],[object Object]

Knowledge Constantly Makes Itself Obsolete, With the Result That Today’s Advanced Knowledge Is Tomorrow’s Ignorance. -Peter E. Drucker

[object Object],Be creative with presentations AFTER BEFORE

Prioritize, Delegate, and Fulfill Commitments. SESSION #3

[object Object],[object Object],[object Object],[object Object],[object Object],Five “D’s” of Discipline

[object Object],[object Object],[object Object],Prioritization

[object Object],[object Object],Are You Prepared to Assist Your Executive in Delegation?

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],To Consider Before Delegating

Choosing Who to Delegate To ,[object Object],[object Object],[object Object],[object Object],[object Object]

How you can make your Executive more successful at delegating! 8 Keys to Exceptional Delegation

[object Object],1. Stress results, not details.

[object Object],2. Teach them how to solve problems themselves.

[object Object],3. Turn the questions around. Q Q

4. Establish measurable and concrete objectives. ,[object Object]

5. Develop reporting systems. ,[object Object]

[object Object],[object Object],6. Give strict and realistic deadlines.

[object Object],[object Object],[object Object],7. Keep a delegation log.

[object Object],[object Object],8. Recognize the talents and personalities of Team Members

[object Object],[object Object],[object Object],[object Object],[object Object],Five Team Roles B2x Core Values

[object Object],[object Object],[object Object],[object Object],Fulfill Commitments

Defining “DONE” ,[object Object],[object Object],[object Object],[object Object]

Limiting Commitments ,[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Before Committing – First Converse…

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Manage Expectations

If you know you’re going to be late…

Be a Trusted Advisor and a Team Player. SESSION #4

[object Object],[object Object],What Makes a Trusted Advisor?

Be a Team Player ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],Share Team Information Openly

[object Object],Be Part of the Solution “ If we did all the things we are capable of, we would literally astound ourselves.” -Thomas Edison

[object Object],Seek First to Understand “ Appreciation is a wonderful thing; it make what is excellent in others belong to us as well” -Voltaire

[object Object],[object Object],Ask and Encourage Questions “ The important thing is not to stop questioning. Curiosity has its own reason for existing.” Albert Einstein

[object Object],[object Object],Be Accountable for Your Actions “ Your example is not the main thing influencing others – it is the only thing. -A. Schweitzer

[object Object],[object Object],Accept Mistakes and Learn From Them “ Our greatest glory is not in never failing, but in rising up every time we fail -Ralph Waldo Emerson

[object Object],[object Object],Learn Continuously “ I know of no more encouraging fact than the unquestionable ability of man to elevate his life by conscious endeavor.” -Henry David Thoreau

[object Object],[object Object],[object Object],"Never gossip.”

[object Object],"When you're right, don't gloat”

[object Object],[object Object],Lessons from the Geese Photo courtesy of John Carr

[object Object],[object Object],[object Object],[object Object],Behavior Personalities

Behavior Styles Model Results Oriented ANALYTIC Speaks slowly Asks questions about facts Deliberates Uses few gestures DRIVER Fast paced speech Comes on Strong Tries to control the situation Watches the time AMIABLE Easygoing Unemotional voice Deliberate and methodical Patient EXPRESSIVE Friendly and talkative Uses many hand gestures and stories Shows much emotion Doesn’t watch the time People Oriented

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],DRIVER

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],EXPRESSIVE

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],AIMIABLE

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ANALYTIC

[object Object],[object Object],Reprimand in Private, Recognize in Public

[object Object],[object Object],[object Object],Life Time Management

[object Object],[object Object],[object Object],[object Object],Tips for Exceptional Morning Scheduling Meetings

Reviewing Schedule ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Morning Meetings

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Figuring Out Priorities

[object Object],[object Object],[object Object],[object Object],Adding to Schedules “ Concentrate on Results – Not on Being Busy”

Activity Logs ,[object Object],[object Object],Start Date Start Time Task Description Priority Level End Date End Time 3/4/06 10:30AM Write Speech Medium 3/4/06 11:45am 3/4/06 12:00 pm Get Update from Development Team High 3/4/06 4:35 pm 3/4/06 12:30 pm Eat Lunch (during meeting) Medium 3/4/06 1:00 pm

Outlook Tasks ,[object Object],[object Object]

Email Prioritizing ,[object Object],[object Object],TIP #5

[object Object],[object Object],[object Object],[object Object],[object Object],Meetings

[object Object],[object Object],[object Object],[object Object],Meeting Ground Rules

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],For every new task talked about in the meeting, Prepare a Work Plan

[object Object],[object Object],[object Object],[object Object],[object Object],Progress and Completion Reviews

[object Object],[object Object],[object Object],More Time Management Tips

[object Object],[object Object],[object Object],Tackle the Difficult Tasks Early

[object Object],[object Object],Stress Capacity

[object Object],[object Object],[object Object],Personal Time

Communication is Key. SESSION #6

ABC – Always Be Communicating ,[object Object],[object Object],[object Object]

Forces of Communication Barriers to Communication Comprehension Specifics Incompre - hension Level 3 Action Credibility Hostility Level 5 Awareness Level 2 Impact Unawareness Forgetful -ness Level 1 Conviction Relevance Apathy Level 4

[object Object],[object Object],[object Object],Don’t Waste Time

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What Good Listeners Do

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],What Good Listeners Don’t Do

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],“ But” is The World’s Greatest Eraser ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Replace “But” with “and” . It joins thoughts and does not negate them.

[object Object],[object Object],[object Object],[object Object],“ Email Protocol – Communication Procedure”

Tips for Using Email ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Write Down Everything – Then Summarize and Follow-up! SESSION #7

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Write Down Everything

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Summarize

[object Object],[object Object],Follow-Up

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Tested and Proven Method of Achieving Goals

Build and Maintain Systems. SESSION #6

[object Object],[object Object],[object Object],[object Object],[object Object],Always Make Folders

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Filing mailboxes

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Filing Cabinets

[object Object],[object Object],[object Object],Fax Machine

[object Object],[object Object],[object Object],[object Object],Email Organization

No Task is Beneath You. SESSION #9

“ No Task is Beneath You” ,[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Do the small stuff to impress –

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Do the small stuff to impress –

[object Object],"Don't be afraid of the phrase, ‘I don't know’”

Have an Exceptional Executive Assistant Personality! SESSION #10

Have a Positive Attitude ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],Phone Demeanor

[object Object],[object Object],[object Object],Dealing with Customers

[object Object],[object Object],[object Object],[object Object],4 Ideas for Improving Your Phone Manners with Customers

[object Object],[object Object],[object Object],[object Object],Work Together with the Team

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Establish Guidelines for Telephone Etiquette

[object Object],[object Object],[object Object],[object Object],[object Object],Give Team Members Advice

[object Object],[object Object],[object Object],[object Object],Ask Questions for Your Own Benefit

[object Object],[object Object],[object Object],[object Object],[object Object],10 Personality Traits of an Exceptional Executive Assistant ,[object Object],[object Object],[object Object],[object Object],[object Object],Based on research by Raymond Cattell.

[object Object],[object Object],Emotional stability

[object Object],[object Object],[object Object],Enthusiasm

[object Object],[object Object],[object Object],Conscientiousness

[object Object],[object Object],[object Object],Tough-mindedness

[object Object],[object Object],[object Object],Self-assurance

[object Object],[object Object],Carefulness

[object Object],[object Object],High energy

[object Object],[object Object],[object Object],Intuitiveness

[object Object],[object Object],Team orientation

[object Object],[object Object],[object Object],Empathy

That will help you develop the Exceptional Executive Assistant Personality… A Few Final Thoughts…

[object Object],[object Object],Reiterating the Importance of Smiling 

[object Object],[object Object],Set the Standard of Excellence

[object Object],[object Object],[object Object],Walk around and talk to people

[object Object],[object Object],[object Object],Be Genuine and Have Passion

Exceptional Executive Assistant

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Exceptional Executive Assistant