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.
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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)
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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