EAN’s EA & PA Skills, Tasks and Levels Matrices
EAN’s EA & PA Skills, Tasks and Levels Matrices Skill Matrices – Appendix 1 EA and PA Special Skills &, Tasks - Appendix 2 This matrix was initially designed by EAN as a tool to develop training programs specifically designed for EAs and PAs. We then realised that it could be used by individual EAs and PAs to help them identify their personal capabilities, in order to help them detect their needs in terms of development, training and learning. The matrix is based on the premise that at each stage in their careers, EAs and PAs are required to perform different tasks, which require different sets of skills. For each task performed, various skills are required. For the sake of simplicity, we broke down the career paths of EAs and PAs into three different stages and assigned the performance of certain tasks within these levels. The levels are to be perceived as building blocks, where the tasks performed at a lower level typically are still performed at higher levels and are complimentary, whereas tasks performed at higher levels typically wouldn’t necessarily be performed at lower levels. Every EA or PA is different, and we acknowledge that. One of the strengths of EAs and PAs is the incredible variety of experience they bring to their roles and the multitude of knowledge and know-how they have accumulated that they can offer to the organisation they work for. We are highly aware that the matrix as it has been drafted will perhaps not accurately reflect your own circumstances however, as with any systemising tool, the generalisations it relies upon cannot be 100% accurate. We want the matrix to help EAs, PAs and their Executives to start thinking about their roles and positions in a different way and ultimately help provide a clear career path for EAs and PAs. We recognise the role of EAs and PAs as a career separate to other administrative or business support functions, with its own unique specialist skills and knowledge requirements; something we believe this matrix clearly proves. In doing so, we believe that it clearly assists all those within the profession to understand what development they might need to progress their careers to the next level. This tool will continue to evolve, based on your feedback, so please send us your comments and observations ([email protected]). Based on your feedback, the matrix will continue to improve as a reliable and useful tool to help all PAs, EAs and their organisations. ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. 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Required Role Specific Skills Broken Down By Type and Level Level 1 Level 2 Level 3 Personal Skills The ability to deal with oneself and life - Self Awareness General Personal Skills Accepts direction Maintains an even temperament Co-operates Copes with pressure Maintains focus Follows instructions Learns quickly Tolerance of repetitive or monotonous tasks Accepts responsibility Applies professional techniques, procedures or methods Asks clarifying questions Acts as a conduit of information flow Acts with courage Behaves decisively Displays essential characteristics: o Dependable Employs analytical thinking or assessment Uses & applies rules, regulations and laws Generates creative solutions to problems Maintains high level of personal motivation Display essential characteristics: o Inventiveness o Innovation o Creativity o Solution-focussed ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). 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Understands & supports a professional work environment Completes tasks Displays essential characteristics: o Enthusiasm o Credibility o Discretion o Friendliness o Honesty o Integrity o Loyalty o Politeness o Helpfulness o Reliability o Respect for self and others o Sense of direction (purpose) o Self-motivation o Tolerance o Willingness to grow and develop o Willingness to learn & apply new skills, knowledge & attitudes o Works well in a team and alone o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o Diplomatic Emotional intelligence Consistency Empathy Flexibility Independence Ingenious Intellectual curiosity Judgement Maturity Originality Patience Persistence Personal initiative Discernment Pride in doing a good job = ownership Resilience Resourcefulness Results-oriented Self-direction Self-confidence Self-assessment Sincerity Sociable Tactfulness Tenacity Tolerance of change Tolerance of emotional stress & ability to diminish emotional stress Diminishes frustration Willingness to accept personal responsibility o o o o Understanding Knowledge of human behaviour principles Willingness to accept business responsibility Flexibility in relation to working hours and project or work deadlines ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). 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Research and Planning Compares and contrasts differing viewpoints Computing, compiling, tabulating, charting, data Identifies problems Information organisation Interprets and makes conclusions based on available information Literacy & logical thinking Meets goals Efficient note- taking skills Organises, edits and presents materials Information gathering Powers of observation Problem recognition Processing information Quick-learner Reading skills Reasons in a logical manner Analyses data Identifies issues Defines needs Develops questioning and interviewing techniques Examining and evaluating methods Gathers information Highly numerate Identifies resources Knowledge of policies Quick-wittedness Solves problems Troubleshooting and sorting skills Works systematically on short, medium and longterm projects Compares and contrasts differing viewpoints Creates ideas Develops strategies Forecasts and predicts outcomes & solutions Improves and develops methods & procedures Researches, classifies and analyses data Synthesizes, writes, diagnoses, compiles, extrapolates and reviews data Utilises Algebra, Statistics and Research designed for business Work without direction or supervision Organisation Skills Accuracy Cares Coordinates tasks efficiently Completes assignments Detail oriented Goal setting – career Career planning Good sense of timing Meets deadlines Maintains control over and complies with budget Skilled at implementing ideas Manages work plan Template creation Keeps control over budget Works without direction Creates policies and procedures Manages project life-cycle ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). 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Systematic approach to working and acting Plans daily work Plans and arranges activities Punctuality Multi-tasking Organised Skilled at labelling, preparing, distributing, copying Skilled at prioritizing Works to schedules Social Skills The ability to interact with others General Social Skills Communication skills Client support Gets along well with others Speaks effectively Works well with others (same as point 3) Assertiveness Informs and consults with both staff and customers Openly expresses ideas Networks with ease as a company representative Participates actively in discussions and meetings Personal branding Strong conflict resolution skills Confidence to speak publicly Motivates and inspires others Strong promotional writing skills Deals appropriately with publicity Represents and supports others Speech writing skills Chairs meeting Maintains relationship with all stakeholders Interpersonal skills Composes effective written communications Diplomatic Expresses ideas in easily understandable Cooperative Manages & resolves conflict Delegates effectively Develops rapport easily Directs staff Corresponds and aids appropriately Corresponds and collaborates with both peers and leaders ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). 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Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. terms Requests Feedback and provides systemised communication Good listener Helps others Logical Tactful Comfortable using telephone Excellent verbal communication Writes clearly & concisely Effective questioning skills Emotional intelligence Empathetic Enquiring nature Interviews & puts people at ease Conflict minimisation, handling & resolution Diplomacy Persuasive Negotiation skills Pleasant manner Shares credit Patient Sociable Sympathetic Displays good skill level in following: o Counselling o Consulting o Encouraging o Influencing o Instructing o Group facilitating o Leadership o Mediating o Mentoring o Motivating o Negotiating and resolving differences o Persuading others o Supervising o Working in a team o Delivering firm direction as & when necessary o Using discernment on information flow Service Skills Client support Counsels, guides, leads, coordinates and listens to clients Responds to emergencies Works to deadlines Manages relationship with service providers Authority for service provider contracts ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Technical Skills Includes skills that require a specific knowledge to be implemented in the workplace for the performance of specific tasks What Types Of Skills Are These? Administration of office supplies Computer literacy Data collection Dealing with enquiries Diary and meeting/ appointment supervision Office communication Minute taking Mail handling Meeting organisation and preparation Data entry Time allocation and scheduling Travel administration Word processing Event management Project management Proofreading Social media communications Writing clear and concise reports Correspondence co-ordination Knowledge of economic principles Risk assessment Strategic planning Corporate Governance Regulatory compliance ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Financial and Accounting Skills Handle detailed work Handle money correctly Manage petty cash Credit card reconciliation create budgets for area/group Financial recording Skilled at working with numbers and solving equations Ability to calculate, budget and project fiscal balances Ability to reconcile and balance statements Ability to evaluate financial scenarios Capable of ranking, sorting, averaging, counting and analysing data Cost analysis Financial or fiscal analysis Financial management Knowledge of orderly thinking and accounting procedures Knowledge of data processing, financial concepts, and investment principles Data and Information Skills Administration of files, records and documents Analyse Classify information Compiling and collating Counting Filing Gather information Organize Record facts Auditing Checking information for accuracy Calculating/computing Comparing Examining Investigating and clarifying results Locating answers Maintaining records Synthesizing Information management Knowledge management ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). 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Business Acumen The knowledge of how business works Basic understanding of a business Basic industry knowledge Advanced understanding of a business Advanced industry knowledge Basic level financial acumen Defines, writes, explains and interprets ideas and policies Legal awareness Specific understanding of different business or organisation types or constructs Systemised industry knowledge Competitive analysis Aware of key factors influencing profitability Actively work towards SHG and LTG of company Management Skills Understanding, developing and deploying people and their skills, and inspiring people Coordinating Managing conflict Planning business activities Planning, organising and scheduling the activities of staff Working with people and under stress Influencing and persuasion skills Enforces policies Assigns, delegates and directs the work of others Basic knowledge of industrial relations and employment law Collect information for managerial purposes (Business intelligence) Competitive when necessary Complaints management Dealing with and supporting staff Counsels/coaches Crisis management Delegates effectively Delegates tasks ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Divisional management (understanding of) Enforces and writes policies Evaluates and trains staff Executes company directives Knowledge sharing Initiates and explains tasks/situations to others Initiates new tasks Innovation management Instructs (give clear instructions) Intercultural management Knowledge of recruitment procedures and regulations Leads, oversees and supervises the activities of others Lobbies…for funding? Training? Makes decisions Mediates problems Motivates people Negotiates agreements Non-profit management Organises and chairs meetings Operational organisation Plans activities and initiates/executes tasks Process management Quality management Rationalisation measures Manages meetings (as per Organises and Chairs Meetings) Sets team objectives/outputs Settles disagreements Displays confidence Supervises others Teaches and trains others ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Takes charge Takes risks when necessary Works in and lead teams Workflow analysis Work as a team member or independently (as per dot point above, works and leads teams) ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. EA and PA Role Specific Tasks, Corresponding Skills and EAN Levels In this table, we have built a link between the tasks performed by EAs and PAs, and listed the skills required to perform each task. From there emerges a predominant skill base which is then identified per level. A word or warning, skills are not listed exhaustively as it would require way too much space! Level 1 Task Managing an Executive’s diary a. Organising bookings and scheduling appointments b. Allowing travel and rest time c. Managing priorities d. Organising travel e. Diary and appointment reminders f. Preparing/debriefing prior meeting g. Managing technology/software for scheduling Predominant Skill Base Skill Gets the job done Carefulness Details orientated Meets deadlines Plans daily work Plans and arranges activities Multi-tasking Organising Prioritisation skills Work schedules Speaks effectively Works well with others Deals with correspondence Telephone skills Tactful Verbal communication Diary and meeting or appointments supervision Office communication Mail handling Meeting preparation Time allocation and scheduling Personal Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Editing different documents a. MS suite (PowerPoint, Excel, Word, Outlook) or similar high-level of competency b. Typing speed c. Layout/presentation d. Adheres to company presentation policy e. Proof-reading f. Soft-copy filing procedures Focussed Get things done Reliability Tolerance of repetitive activities Computing, compiling, tabulating, charting, reviewing and supporting data Information organisation Organises, edits and presents material Processing information Reasons in a logical manner Accuracy Carefulness Details oriented Meets deadlines Multi-tasking and prioritising skills Writes clearly, concisely Logical Computer literacy Text and data entry Word processing Administration of files, records and documents Technical Skill Independent Task Management a. Knowledge of and diarising/scheduling od re-occurring tasks b. Management of templates c. Creation of guidelines/documentation of knowledge d. Regular reporting to management (when required and agreed upon) Accepts direction and instructions Balanced temperament Copes with pressure Focussed Follows instructions Gets the job done Readiness to help Reliability Understanding of work environment Works well in a team Identifies problems Meet goals Powers of observation Problem recognition Quick-learner Reasons in a logical manner Completes assignments Meets deadlines Systematic approach to working and acting Plans daily work Multi-tasking Organised Skilled at prioritising Work schedules Time allocation and scheduling Personal Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Write, edit and issue reports a. Timely reporting b. Knowledge of different divisions c. Reporting lines d. Sourcing of information e. Layout/presentation f. Adhere to company presentation policy g. Proof-reading h. Soft-copy filing procedures Focussed Gets the job done Reliability Tolerance of repetitive activities Computing, compiling, tabulating, charting, reviewing and supporting data Information organisation Organises, edits and presents material Processing information Reasons in a logical manner Accuracy Carefulness Details oriented Meet deadlines Multi-tasking Write clearly & concisely Logical Computer literacy Text and data entry Word processing Administration of files, records and documents Technical Skill Technology awareness and adaptation a. Understands the evolution of technical tools b. Understands the evolution of technology in general c. Adapts knowledge accordingly Ability to concentrate Handles detailed work Logical Reasons in a logical manner Quick-learner Processing information Compares and contrasts different viewpoints Willingness to learn new tasks Focussed Information gathering Learning capabilities Willingness to grow and develop Processing information Literacy, logical thinking Computer literacy Self-motivated Technical Skills ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Computer skills with advanced MS Excel skills a. MS suite (PowerPoint, Excel, Word, Outlook) or similar high-level of competency b. Typing speed c. Familiarity of the company platform d. Knowledge of IT guidelines Computer literacy Focussed Processing information Literacy, logical thinking Technical Skill Preparing various correspondence a. Dealing with emails b. Dealing with proposals c. Understanding company and Executive email protocols d. Ensures all business messages and communications are issued in correct, appropriate and efficient manner e. Ensures that communications will be read and taken into account Correspondence Express ideas in easily understandable terms Client support Responds to emergencies Deals with enquiries Text and data entry Focussed Gets the job done Tolerance of repetitive activities Computing, compiling, tabulating, charting, reviewing and supporting data Organises, edits and presents material Composes communications that are effective Tactfulness Counsels, guides, leads, coordinates and listens to clients Office communication Mail handling Works effectively under stress Accuracy Carefulness Details oriented Writes clearly & concisely Logical Computer literacy Text and data entry Word processing Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Booking of travel and accommodation a. Determining Executive’s availability, budget and flexibility b. Has a list of preferred service providers c. Loyalty program management d. Takes a clear brief e. Travel checklist f. Knowledge of company policy for executives traveling together Gets the job done Carefulness Details orientated Meets deadlines Plans daily work Plans and arranges activities Multi-tasking Organised Skilled at prioritising Work schedules Time allocation and scheduling Speaks effectively Works well with others Correspondence Telephone skills Tactfulness Verbal communication Diary and meeting or appointments supervision Office communication Mail handling Meeting preparation Technical Skill Taking and distributing minutes a. MS suite (PowerPoint, Excel, Word, Outlook) or similar high-level of competency b. Typing speed c. Layout/presentation d. Adheres to company presentation policy e. Proof-reading f. Soft-copy filing procedures g. Timely reporting h. Knowledge of different divisions i. Reporting lines j. Sourcing of information Focussed Gets the job done Reliability Tolerance of monotonous activities Computing, compiling, tabulating, charting, reviewing and supporting data Information organisation Organises, edits and presents material Processing information Reasons in a logical manner Accuracy Carefulness Details oriented Meets deadlines Multi-tasking Writes clearly, concisely Logical Computer literacy Text and data entry Word processing Administration of files, records and documents Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Scheduling staff meetings a. Scheduling appropriate time b. Succinct communication with all participants c. Level of urgency management d. Knowledge of meeting protocols and roles e. Sourcing and distributing of all relevant materials f. Advising g. Booking procedures Gets the job done - Reliability Carefulness Details orientated Meets deadlines Plans daily work Plans and arranges activities Multi-tasking Organised Skilled at prioritising Work schedules Time allocation and scheduling Maintaining and managing files and records a. Sourcing knowledge and information b. Adheres to company policies in regards to information management and knowledge management c. Creates, organises and documents filing system d. Knowledge of various levels of confidentiality of documents and information e. Conflict management Administration of files, records and documents Analysing Classifies information Compiling Counting Filing Gathers information Organising Records facts Skilled at labelling, preparing, distributing and copying Speaks clearly Works well with others Correspondence management Telephone skills Tactfulness Verbal communication Diary and meeting or appointments supervision Office communication Mail handling Meeting preparation Accepting directions and instructions Focussed Computing, compiling, tabulating, charting, reviewing and supporting data Information organisation Processing information Reasons in a logical manner Accuracy Details orientated Systematic approach to working and taking action Technical Skill Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Meeting and greeting clients a. Knowledge of available and appropriate client/meeting rooms b. Advising/reminding reception/staff of meeting/client importance c. Meeting room booking protocols d. Organise hospitality e. Researching guests/clients f. Making guests at ease when appropriate Correspondence Expresses ideas in easily understandable terms Client support Responds to emergencies Deals with enquiries Friendliness Politeness Readiness to help Tolerance Respectful and trustworthy Tolerant Telephone skills Verbal communication Composes communications that are effective Tactfulness Counsels, guides, leads, coordinates and listens to clients Office communication Gets along well with others Speaks effectively Works well with others (as per point above, gets along well with others) Diplomacy Good listener Helps others Social Skill Confidentiality management a. Discloses as appropriate information from the Executive’s office b. Keeps all sensitive information secret c. Knowledge of various levels of confidentiality of documents and information d. Adheres to company policies in regards to information management and knowledge management e. Code of behaviour f. Expectation management Works under stress Diplomatic Good listener Communication skills Client support Reliability Loyalty Gets along well with others Works well with others Tolerant Works effectively in a team Honesty Integrity Discretion Balanced personality Cooperates Tactful Understanding of work environment Friendliness Respect Social skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. General Prioritisation as well as Managing Conflicting Priorities of the executive a. Communicating and working on the Executive’s constant re-prioritisation b. Systemised communication protocols c. Constant flexibility in communication with Executive d. Taking/revising clear brief & understanding e. Management of Executive’s priorities Gets things done - Reliability Carefulness Details orientated Meets deadlines Plans daily work Plans and arranges activities Multi-tasking Organised Skilled at prioritising Work schedules Time allocation and scheduling Speaks effectively Works well with others Correspondence Telephone skills Tactfulness Verbal communication Diary and meeting or appointments supervision Office communication Mail handling Meeting preparation Getting meeting time when your Executive is busy a. Prioritising systemised frequent internal communication with Executive b. Constant flexibility in communication with Executive c. Management of Executive’s priorities d. Systemised communication protocols e. Getting agreement from Executive as to communication/meeting times and expectations Carefulness Flexibility Organised Reliability Plans and arranges activities Plans daily work Time allocation and scheduling Skilled at prioritising Understanding of work environment Focussed Client support Communication skills Reasons in a logical manner Tactful Personal Skill Personal Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Deep understanding and high-level management of own and Executive’s time a. Knowledge and application of difference between urgent and important b. Expectation management c. Respects and understands guidelines and deadlines Copes with pressure Sense of direction (purpose) Gets things done Coordinates tasks Good sense of timing Carefulness Details orientated Meets deadlines Plans daily work Plans and arranges activities Time allocation and scheduling Understanding of work environment Works well with others Tactfulness Diary and meeting or appointments supervision Meeting preparation Multi-tasking Organising Prioritising skills Work schedules Personal Skill Manages own stress levels and work-life balance attainment a. Awareness of personal and work priorities b. Personal audit of stress c. Expectation management Sense of direction (purpose) Self-motivated Willingness to grow and develop Systematic approach to working and acting Coordinates tasks Meets deadlines Completes assignments Skilled at prioritising Work schedules Balanced personality Enthusiasm Focussed Feedback and systemised communication Goal setting – Career planning Plans daily work Plans and arranges activities Multi-tasking Organised Personal Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Level 2 Task Managing company agreements or contracts a. Maintenance of a Contract Register b. Understand company procedures, guidelines, boundaries and budgets of contracts and agreements c. Documentation and review of contracts d. Signatories to contract Predominant Skill Base Skill Application of professional techniques and procedures or methods Intellectual curiosity Power of discernment Proud of doing a good job Gather information Knowledge of policies Work on long-term projects Basic understanding of a business Basic industry knowledge Responsible Resourcefulness Self-directed Examining and evaluating methods Quick-wittedness Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Social media management a. Understand their impact on the organisation b. Use them only to promote the organisation c. Company policies d. Privacy law awareness e. Brand and reputation protection f. Liaison with Public Relations and Marketing/Communication Department Social Media Check information for accuracy Investigate and clarify results Quick-wittedness Accept responsibility Diplomatic Personal initiative Originality Independence Judgment Personal branding Comparing Examining Locate answers Power of discernment Inventiveness Corporate communication Basic understanding of a business Basic industry knowledge Networking Cooperate Proof-reading Event management and planning a. Create and define event b. Plan and coordinate event c. Manage resources and timelines d. Budget management e. Team and meeting management Event management Developing questions and interviewing Examining and evaluating methods Solve problems Keep control over budget Sense of responsibility Personal initiative Judgment Working in and leading teams Assertiveness Negotiation skills Participate actively in discussions and meetings Networking Analyse issues Define needs Identify resources Knowledge of policies Troubleshooting and sorting skills Skilled at implementing ideas Work on long-term projects Application of professional techniques, procedures or methods Resourcefulness Resilience Tenacity Tolerance of emotional stress Technical Skill Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Project support and management a. Create and define project b. Plan and coordinate project c. Manage resources and timelines d. Budget management e. Team and meeting management Project management Developing questions and interviewing Examining and evaluating methods Solve problems Keep control over budget Sense of responsibility Personal initiative Judgment Working in and leading teams Assertiveness Negotiation skills Participate actively in discussions and meetings Networking Analyse issues Define needs Identify resources Knowledge of policies Troubleshooting and sorting skills Skilled at implementing ideas Work on long-term projects Application of professional techniques, procedures or methods Resourcefulness Resilience Tenacity Tolerance of emotional stress Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Meeting management a. Identify opportunities and needs for meetings b. Company pulse (awareness of needs for the executive to meet with people) c. Actively take part in organisation of meetings when necessary d. Scheduling appropriate time e. Communication with all participants f. Level of urgency management g. Knowledge of meeting protocols and roles h. Sourcing and distributing of all relevant materials i. Advising j. Booking procedures Assertiveness Openly expresses ideas Cooperate Effective questioning Pleasant Decisive Flexibility Quick-wittedness Sense of responsibility Personal initiative Judgment Power of discernment Resilience Inform and consult with both staff and customers Participate actively in discussions and meetings Negotiation skills Conflict management Diplomatic Emotional intelligence Empathy Independence Self-confidence Sociable Tolerance of emotional stress Create a partnership with the executive a. Opt-in meetings with executive about level and nature of expectations b. Constant review of both side’s expectations and future directions Developing rapport Inquiry Interview people Sociable Show patience Tolerance of emotional stress Self-confidence Effective questioning Emotional intelligence Empathy Negotiation skills Pleasant Resilience Power of discernment Sympathy Social skill Social Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Reputation, ethics and image management for self and executive a. Identify your own personal brand b. Identifying your executive’s personal brand c. Deciding how yours can be congruent with that, if not match it d. Congruence with corporate culture/ company brand Quick-wittedness Judgment Networking Power of discernment Emotional intelligence Personal branding Spotting office politics at work a. Observing company pulse b. Observing team and corporate dynamics and reporting them c. Maintain professional distancing d. Liaise with HR Judgment Working in and leading teams Corporate communication Basic understanding of a business Assertiveness Negotiation skills Participate actively in discussions and meetings Networking Power of discernment Resilience Emotional intelligence Conduit of information a. Provide relevant facts and data to executive b. Timely appraisal tailored to the importance of information/data c. Conduit for the flow of information d. Assessing and vetting the information coming in the executive’s office e. Facilitating the flow of information out the executive’s office Information gathering Negotiation skills Openly expresses ideas Cooperate Emotional intelligence Interview people Participate actively in discussions and meetings Networking Developing rapport Inquiry Sociable Social Skill Social Skill Social Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Managing clarity of job role and executive’s expectations a. Define the boundaries between personal life and professional b. Manage requests of the executive to perform tasks of their personal life c. Clarity of tasks d. Opt-in meetings e. Career objectives f. Performance review Assertiveness Emotional Intelligence Personal initiative Negotiation skills Self-assessment Self-directed Patient Persistent Tolerance of change Tolerance of emotional stress Tolerance of frustration Tenacity Self-confidence Diplomatic Mature Responsible Communicate in an efficient manner a. Verbal communication b. Non-verbal communication Openly expresses ideas Assertiveness Show patience Effective questioning Interview people Sociable Networking: active and passive networking a. Creating and maintaining useful internal and external relations hips b. Identifying value and importance of internal and external stakeholders c. Create agreement with executive on useful networking d. Developing relationships with stakeholders, including clients, staff, other executives, peers and board members that are of vital importance to the success of the executive Developing rapport Self-confidence Sociable Inquiry Sympathy Effective questioning Assertiveness Emotional intelligence Empathy Judgment Personal Skill Social Skill Social Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Giving and receiving feedback a. Understand and take the value of feedback b. Understanding importance of positive and negative criticism and feedback c. Looking, asking for and requesting feedback from various stakeholders d. Delivering feedback constructively, internally and externally Conflict Management Negotiation Skills Judgment Tolerance of change Tolerance of emotional stress Power of discernment Tolerance of frustration Emotional intelligence Resilience Self-assessment Resourcefulness Acting as the corporate thermometer in the business a. Being the eyes and ears the executive needs b. Using critical judgement in terms of the importance and relevance of information to pass on c. Making assessments of when you are being played or used as a pawn in a power game or in office politics Participate actively in discussions and meetings Networking Effective questioning Quick-wittedness Judgment Networking Power of discernment Emotional intelligence Stay loyal to and maintain integrity in the organisation and the company a. Career awareness b. Confidentiality management c. Ethics management d. Frequent feedback to executive and HR Loyalty Reliability Sense of responsibility Judgment Mature Tolerance of emotional stress Tolerance of frustration Tenacity Dependable Responsible Sense of responsibility Social Skill Social Skill Personal skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Motivation and dedication a. Understand the career path of an EA b. Have purpose in life and have 1, 2, 5 and 10 year plans Decisive Self-oriented Intellectual curiosity Emotional intelligence Results-oriented Self-directed Self-assessment Personal initiative Proud of doing a good job Tolerance of emotional stress Tolerance of frustration Tolerance of change Tenacity Coping with a very angry and stressed executive a. Defusing conflict b. Understand boundaries of conflict c. Define/delineate boundaries of personal responsibility and involvement Resilience Tolerance of emotional stress Tolerance of frustration Tolerance of change Empathy Emotional intelligence Negotiation skills Innovation and workflow management a. Innovate and try new processes to accommodate b. organise the work of the executive c. Test and Ask for feedback d. Bounce back if it fails and not being discouraged Resilience Personal initiative Intellectual curiosity Inventiveness – Innovation Resourcefulness Emotional intelligence Courage Originality Self-confidence Tenacity Personal Skill Personal Skill Personal Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Monitoring and assessing the mental and emotional well-being of an executive. a. Assessing when to provide support b. Ensure that the emotional and psychological welfare, or even the physical wellbeing, of your executive c. Providing a more nurturing type level of support when needed Empathy Emotional Intelligence Sense of responsibility Judgment Effective questioning Effective questioning Quick-wittedness Tactful Mature Inquiry Sympathy Prioritisation of workflow a. Predict and prevent problems b. Anticipate issues and re-prioritise accordingly c. Present executive with revised priorities and rationale d. Pro-actively source relevant information in that regard Skilled at implementing ideas Personal initiative Judgment Power of discernment Flexibility Independence Run day to day aspects of the executive’s office in their absence a. Take a brief b. Source information c. Make decisions d. Delegate when necessary e. Ask for next responsible person when authorisation is required Independence Accept responsibility Dependable Tolerance of change Personal initiative Decisive Flexibility Sense of responsibility Personal skill Personal skill Personal Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Level 3 Task Information management linked to project management a. Classifying and making available all relevant information necessitated by different stakeholders and the stage in any project b. Clarity on stakeholders levels, status and involvement Predominant Skill Base Skill Information management Knowledge management Define, write, explain and interpret ideas and policies Legal awareness Analytical mind Research, classify and analyse collected data Specific understanding of different business or organisation types or constructs Specific industry knowledge Systemised industry knowledge Willingness to accept personal responsibility Synthesise, write, diagnose, collect, extrapolate and review data Technical Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Knowledge management a. Knowing where to find crucial or critical information b. Knowledge of all internal and external suppliers and resources and of all stakeholders c. Knowing how to create or maintain a personal knowledge bank d. Making it available to others as needed Information management Knowledge management Define, write, explain and interpret ideas and policies Legal awareness Analytical mind Research, classify and analyse collected data Specific understanding of different business or organisation types or constructs Specific industry knowledge Systemised industry knowledge Willingness to accept personal responsibility Synthetise, write, diagnose, collect, extrapolate and review data Technical Skill Performance management a. Measuring / monitoring / tracking company performance b. Measuring / monitoring / tracking team performance c. Measuring / monitoring / tracking staff performance d. Measuring / monitoring / tracking executive performance e. Acting accordingly in terms of the effect of this on priority management f. Strategic management and reporting g. Project management and reporting Collecting information for managerial purposes (Business Intelligence) Evaluating and training staff Lead, oversee and supervise the activities of others Make decisions Workflow analysis Operational organisation Develop strategies Improving and developing methods Plan activities and put them into action Process management Quality management Set goals for team Risk assessment Strategic planning Specific understanding of different business or organisation types or constructs Analytical thinking Management Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Managing office politics at work a. Overcoming b. Ignoring when appropriate c. Defusing when appropriate Complaints management Crisis management Explain things to others Instruct Mediate problems Motivate people Negotiate agreements Work in and lead teams Correspond and collaborate with both peers and leaders Persuade others Influencing skills Leadership Skills Confronting and supporting staff Counsel/coach Execute and carry out company directives Settle disagreements Show self-confidence Supervise others Take charge Negotiate and resolve differences Judge of character Tough when necessary Conflict resolution Team-working skills Management Skill Inspire and motivate a. Make people inspired by your views b. Make people inspired by the executive’s views c. Follow company’s guidelines d. Maintain momentum e. Report Explain things to others Instruct Motivate people Working in and leading teams Correspond and collaborate with both peers and leaders Persuade others Influencing skills Leadership Skills Counsel/coach Execute and carry out company directives Show self-confidence Supervise others Take charge Judge of character Team-working skills Strategic planning Management Skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Resolve a conflict in an efficient manner a. Develop awareness of nature and depth of conflict b. Identify stakeholders involved c. Identify possible solutions d. Facilitate communication between stakeholders as appropriate Complaints management Crisis management Explain things to others Instruct Mediate problems Motivate people Negotiate agreements Working in and leading teams Correspond and collaborate with both peers and leaders Persuade others Influencing skills Leadership Skills Confronting and supporting staff Counsel/coach Execute and carry out company directives Settle disagreements Show self-confidence Supervise others Take charge Negotiate and resolve differences Judge of character Tough when necessary Conflict resolution Team-working skills Management Skill Crisis management and complaints management a. Identify issues b. Problem-solving systems identification c. Assess level of urgency d. Take responsibility for communication if appropriate e. Liaise with relevant stakeholders/division for response f. Report and debrief for process improvement g. Crisis and complaint prevention process Complaints management Crisis management Explain things to others Instruct Mediate problems Motivate people Negotiate agreements Working in and leading teams Correspond and collaborate with both peers and leaders Persuade others Influencing skills Leadership Skills Confronting and supporting staff Counsel/coach Execute and carry out company directives Settle disagreements Show self-confidence Supervise others Take charge Negotiate and resolve differences Judge of character Tough when necessary Conflict resolution Team-working skills Management skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Mentoring other EAs/PAs a. Identify peers in the organisation b. Awareness of company evolving structure c. Systemise communication d. Liaise with HR and Training, Learning and Development division e. Establish needs and identify gaps f. Transfer knowledge g. Company process introduction Training and induct new staff a. Awareness of company evolving structure b. Systemise communication c. Liaise with HR and training, learning and development division d. Transfer knowledge e. Company process introduction Assign, delegate and direct the work of others Confronting and supporting staff Counsel/coach Delegate Evaluating and training staff Explain things to others Group facilitating Mentoring Teaching ability Assign, delegate and direct the work of others Confronting and supporting staff Counsel/coach Delegate Evaluating and training staff Explain things to others Group facilitating Mentoring Teaching ability Instruct (give clear instructions) Lead, oversee and supervise the activities of others Set goals for team Train Information management Knowledge management Advise and aid Correspond and collaborate with both peers and leaders Instructs (give clear instructions) Lead, oversee and supervise the activities of others Set goals for team Train Information management Knowledge management Advise and aid Correspond and collaborate with both peers and leaders Management skill Management skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Improving efficiencies and ways of working in the business a. Identify flaws and gaps in processes b. Collate and source relevant information, internally and externally c. Imagine, create and draft process improvement systems d. Test and get comments e. Get approval f. Implement, control and report Workflow analysis Rationalisation measures Quality management Process management Operational organisation Specific understanding of different business or organisation types or constructs Specific industry knowledge Intermediate level financial acumen Business Acumen + Management Skills Business development management a. Engaging in mandated or ad-hoc business development b. Spotting opportunities for the executive and the business c. Acting on these as required d. Communicate and report e. Follow-up as necessary Workflow analysis Rationalisation measures Quality management Process management Operational organisation Specific understanding of different business or organisation types or constructs Specific industry knowledge Intermediate level financial acumen Business Acumen + Industry Knowledge In-depth awareness of executive’s tasks and duties a. Understanding the organisation, the market, clients and competitors, legal background, communication and PR issues b. Evolution of your market and new trends Industry Knowledge Strategic Planning Specific understanding of different business or organisation types or constructs Specific industry knowledge Systemised industry knowledge Legal awareness Intermediate level financial acumen Business Acumen ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Company culture management a. Understand the culture of the company (internal) and the Image that wants to be broadcast (external) b. Act accordingly c. Implement company guidelines d. Help develop and tailor company culture Legal record keeping a. Acknowledgement and understanding of various documents and communications b. Awareness of legal risks c. Sourcing, compiling and updating legal awareness d. Liaising with all relevant stakeholder Define, write, explain and interpret ideas and policies Specific understanding of different business or organisation types or constructs Speech writing Systemised industry knowledge Legal awareness Specific industry knowledge Promotional writing Publicity Represent others Business Acumen Define, write, explain and interpret ideas and policies Specific understanding of different business or organisation types or constructs Information management Risk assessment Business acumen Collecting information for managerial purposes (Business intelligence) Application of rules, regulations and laws Legal awareness ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Legal and compliance risk management a. Understand the implications of all documents, information, communication or facts going through the executive’s office on the company’s liability b. Understand the implications of all documents, information, communication or facts on the executive’s liability and c. Understand the implications of all documents, information, communication or facts on your personal liability d. Acknowledgement and understanding of various documents and communications e. f. Awareness of legal risks g. Sourcing, compiling and updating legal awareness h. Liaising with all relevant stakeholder Legal awareness Application of rules, regulations and laws Specific understanding of different business or organisation types or constructs Business acumen Implementation of regulations and codes of conduct a. Acknowledgement and understanding of various documents and communications b. Awareness of legal risks c. Sourcing, compiling and updating legal awareness d. Liaising with all relevant stakeholder Legal awareness Application of rules, regulations and laws Business acumen ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Observing and understanding human behaviour a. Mastering all modes of communications b. Adapting one’s communication to mirror the audience for maximum impact c. Dealing with different personality types Influencing skills Leadership skills Judge of character (understanding of people) Team-working skills Knowledge of human behaviour principles Social Skill Independent, pro-active and non-guided goalsetting and implementation a. Applying initiatives to tasks b. Work in an un-supervised environment c. Identify areas requiring action d. Identify actions to be taken e. Implementation of activities f. Report g. Debrief and improve process Work without direction for very long hours Improving and developing methods Develop strategies Willingness to accept personal responsibility Willingness to have flexibility in relation to working hours and project or work deadlines Personal Skill Reviewing and developing company policies and procedures a. Liaise with all stakeholders b. Get feedback c. In-depth knowledge of policies and procedures d. Systemised and diarised review procedure Legal awareness Application of rules, regulations and laws Business acumen ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN. Financial data management a. Sourcing data b. Understanding data c. Liaising with relevant stakeholders d. Record-keeping e. Knowledge of sensitivity of information f. Knowledge of regulations Ability to calculate, budget and project fiscal balances Ability to reconcile and balance statements Ability to evaluate financial scenarios Knowledge of data processing, financial concepts, and investment principles Capable of ranking, sorting, averaging, counting and analysing data Cost analysis Financial or fiscal analysis Financial Management Knowledge of orderly thinking and accounting procedures Technical skill ©Copyright Calcon Communications Pty Ltd T/A Executive Assistant Network (EAN). Intended for the sole use of the EAN Member or other person authorised by EAN to access this document. Copying or disseminating all or any part of this document without the prior written agreement of EAN is strictly prohibited. Should you wish to acquire a version for distribution amongst your colleagues please contact EAN.
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