One of the favorite things to do at this time of year is to make resolutions, or promises of change. Change is probably the only constant you will find in life. When we instigate our own change, whether it is stopping a bad habit or updating our look, we are able to accept it a little more easily. When change is hoisted upon us, it becomes more difficult to handle.
Organizations are constantly changing. No matter how well intentioned, change causes fear in unenlightened employees and organization members. When I speak regarding adjusting to change in the workplace I like to cover the inevitability of change, surviving change and taking ownership of your attitude.
Change is Inevitable – Just as the daylight turns to night, change is happening all around us. How we handle that change makes or breaks us. You must maintain a positive outlook and cooperative attitude. Traveling from desk to desk moaning and complaining will only feed the resistance to change, making you appear to be a problem employee.
Feeling confused or disappointed is natural. You probably aren’t aware of the big picture and may not be fully informed. Maintain an open mind. Over the course of time you will come to understand the purpose of the change.
With change there will be challenges. As staff begin to take on new or additional responsibilities there will be set-backs and errors. Practice makes perfect. Keep your temper in check and your attitude positive to help the transition.
Surviving Change – There is no need to feel helpless during times of change. You may feel uncertainty, a lack of confidence in the change, and doubts about potential success of the change. You may question the motives of the management, or feel you are being manipulated. These are all normal. Being honest with your supervisor and maintaining open communications will help you adjust. While you may not be given all the answers to your questions, you will still get some.
Downsizing usually means doing as much, or more, with fewer people. Advances in technologies that were supposed to make our jobs easier have given us more work to do in less time. By taking a hard look at the situation, and requesting additional training, you are no longer a ‘victim’ of the change. Being open to training is a sign that you have the company’s interest at heart and puts you in charge of your career.
The fact is this: If you are going to continue to take their money, you have to play by their rules. It is better to embrace the change than to try to fight it. More often than not, fighting the change will get you fired, demoted or worse … ignored. It’s everyone’s job to make it work. Time will be the deciding factor whether the change has been successful.
Take Ownership –Your attitude is YOUR attitude. No one else can make you have a good one or bad one. If you are having difficulty adjusting to changes you may want to take a pen and paper and write down exactly what it is that is bothering you. Conduct an assessment of your attitude. Set some goals for personal change. How well do you:
· Accept direction;
· Work as part of a team;
· Provide courteous assistance to customers; or,
· Accept challenges.
These are all areas that can be improved upon, with a little hard work. As you strive to improve yourself you will find the improvements also spill over to your personal life.
Change is going to happen and we don’t always have a choice in the matter. How we respond to the change can make the difference in whether we adapt successfully or not. A review of our attitude and making our own necessary change could be in order.
Thursday, December 27, 2007
Wednesday, December 26, 2007
Friday, November 02, 2007
Providing Customer Service
I was sitting in the office where my father works and the discussion moved around to customer service.
A business partner was frustrated with the treatment he had received at the local dealership of a major commercial truck franchise. He described the irritation he experienced when trying to order parts. “You don’t know if you will receive the parts or not. Half the time they don’t have them in stock and it’s easier to drive 45 miles to another franchise than to deal with them.”
My father nodded his head in agreement and commented “The last time I was there they acted like they didn’t want to wait on me. If they are treating everyone that way I’m sure they have lost a lot of business.”
This conversation happened to be about a high-end commercial truck franchise, but could very well have been about any company.
You can’t look down your nose at your customers, no matter who they are. My father and his business partner don’t wear suits. Heck, you’re lucky if you see one of them in a golf shirt. They are mechanics and welders. My father can service a variety of vehicles, from family autos to 18 wheelers. He can fabricate a lot of things out of metal. He has the final say in a lot of the purchases made for the shop where he is manager. You don’t want to alienate him because you will lose money.
His partner, well, he owns many of the commercial trucks my father works on. His company purchases a lot of repair parts, fuel, hoses, and other items needed to keep those trucks running. He is already going out-of-his-way to purchase parts at another dealership rather than be frustrated by the local crew.
Between the two they make a substantial amount of purchases.
It is important that your staff treat all your customers with respect and consideration. Excellent customer service should be applying to everyone who walks through your door. From the people who make purchases to the people who bring your supplies. If your company gets the reputation of stinky service you will lose business.
It has been said that it takes eight good experiences to repair the damage caused by one negative experience. If you alienate the telephone repair person, who is rarely in your office, how will you find eight opportunities to rebuild the relationship? How about your office equipment repair persons? With any luck your company only interacts with them less than once per month. That means it would take over eight months to make up for one bad experience. If you think those relationships are expendable, you are doing your company a major disservice!
Even your repair persons discuss your company with potential clients. Can you afford to have them talking bad about you?
A business partner was frustrated with the treatment he had received at the local dealership of a major commercial truck franchise. He described the irritation he experienced when trying to order parts. “You don’t know if you will receive the parts or not. Half the time they don’t have them in stock and it’s easier to drive 45 miles to another franchise than to deal with them.”
My father nodded his head in agreement and commented “The last time I was there they acted like they didn’t want to wait on me. If they are treating everyone that way I’m sure they have lost a lot of business.”
This conversation happened to be about a high-end commercial truck franchise, but could very well have been about any company.
You can’t look down your nose at your customers, no matter who they are. My father and his business partner don’t wear suits. Heck, you’re lucky if you see one of them in a golf shirt. They are mechanics and welders. My father can service a variety of vehicles, from family autos to 18 wheelers. He can fabricate a lot of things out of metal. He has the final say in a lot of the purchases made for the shop where he is manager. You don’t want to alienate him because you will lose money.
His partner, well, he owns many of the commercial trucks my father works on. His company purchases a lot of repair parts, fuel, hoses, and other items needed to keep those trucks running. He is already going out-of-his-way to purchase parts at another dealership rather than be frustrated by the local crew.
Between the two they make a substantial amount of purchases.
It is important that your staff treat all your customers with respect and consideration. Excellent customer service should be applying to everyone who walks through your door. From the people who make purchases to the people who bring your supplies. If your company gets the reputation of stinky service you will lose business.
It has been said that it takes eight good experiences to repair the damage caused by one negative experience. If you alienate the telephone repair person, who is rarely in your office, how will you find eight opportunities to rebuild the relationship? How about your office equipment repair persons? With any luck your company only interacts with them less than once per month. That means it would take over eight months to make up for one bad experience. If you think those relationships are expendable, you are doing your company a major disservice!
Even your repair persons discuss your company with potential clients. Can you afford to have them talking bad about you?
Wednesday, October 10, 2007
Ethics At Work
Recently, news reports have been everywhere regarding unethical (and sometimes illegal) behavior of business professionals. It would appear to be that workplace ethics have fallen by the way-side and it has become a win-at-all-costs world.
It can be difficult to find the fine line that separates a legitimate business practice from an unethical one. Merriam-Webster defines ethics as: the discipline dealing with what is good and bad and with moral duty and obligation.” It may be one of the most critical dimensions of business and society relationships.
The Code of Ethics that members of the WV Division IAAP(R) recite includes this piece: “…to be ethical and understanding in all our business associations.” What does that mean to you? Take a few minutes to think about it.
During the course of a day, administrative professionals are exposed to information that may be sensitive or confidential. The manner in which you handle that information can make the difference between being ethical and unethical. Just because you know something does not automatically give you a free-pass to discuss it.
During this time of year, many businesses are looking at their budgets and making plans for the future. Administrative professionals may be privy to discussions of possible downsizing, restructuring or cross-training programs. The changes may directly affect coworkers with whom you may have close relationships. If these changes will negatively impact your coworker you may be tempted to disclose it, to help them prepare for the change. If you choose to share this information you may be guilty of unethical behavior and, if the breach is discovered, could be jeopardizing your career.
While we all want to present the most professional image for our associations at all levels, it is not always possible to access color laser printers, high volume digital copiers or computer generated goodies. As members of any association, we have a duty to request the permission from our employer or manager before using office equipment for the production of association related materials. This would include the printing, and receiving, of email or Web content. Seeking permission, instead of ‘assuming’, will also show a commitment to the ideals of the association, and imprint your professionalism in the mind of your manager and employer.
The IAAP mission is “to be the acknowledged, recognized leader of administrative professionals and to enhance their individual and collective value, image, competence, and influence.” Holding to strong ethical standards is just one way we do so.
For more information on ethics in the workplaceyou may wish to read Ethics, What Every Leader Should Know, by John C. Maxwell, or Principle Centered Leadership, by Stephen R. Covey.
It can be difficult to find the fine line that separates a legitimate business practice from an unethical one. Merriam-Webster defines ethics as: the discipline dealing with what is good and bad and with moral duty and obligation.” It may be one of the most critical dimensions of business and society relationships.
The Code of Ethics that members of the WV Division IAAP(R) recite includes this piece: “…to be ethical and understanding in all our business associations.” What does that mean to you? Take a few minutes to think about it.
During the course of a day, administrative professionals are exposed to information that may be sensitive or confidential. The manner in which you handle that information can make the difference between being ethical and unethical. Just because you know something does not automatically give you a free-pass to discuss it.
During this time of year, many businesses are looking at their budgets and making plans for the future. Administrative professionals may be privy to discussions of possible downsizing, restructuring or cross-training programs. The changes may directly affect coworkers with whom you may have close relationships. If these changes will negatively impact your coworker you may be tempted to disclose it, to help them prepare for the change. If you choose to share this information you may be guilty of unethical behavior and, if the breach is discovered, could be jeopardizing your career.
While we all want to present the most professional image for our associations at all levels, it is not always possible to access color laser printers, high volume digital copiers or computer generated goodies. As members of any association, we have a duty to request the permission from our employer or manager before using office equipment for the production of association related materials. This would include the printing, and receiving, of email or Web content. Seeking permission, instead of ‘assuming’, will also show a commitment to the ideals of the association, and imprint your professionalism in the mind of your manager and employer.
The IAAP mission is “to be the acknowledged, recognized leader of administrative professionals and to enhance their individual and collective value, image, competence, and influence.” Holding to strong ethical standards is just one way we do so.
For more information on ethics in the workplaceyou may wish to read Ethics, What Every Leader Should Know, by John C. Maxwell, or Principle Centered Leadership, by Stephen R. Covey.
Wednesday, August 01, 2007
Continuing Education is Important for Administrative Professionals
If you think you are finished with school, think again!
Today’s business climate requires nearly everyone to be proficient in some sort of software suite and management skills aren’t just for managers any more. Gone are the days where you simply need to know how to use a typewriter, carbon paper, and how to set margins. There is more to the administrative professional classifications than answering a multi-line telephone and working a Mr. Coffee™.
In today’s workplace, nearly everyone should know how to drop an image or chart into an electronic document. When the document is completed, it has to be sent to the appropriate printer, duplexed, stapled or three-hole punched and converted to .pdf for upload to the Web.
The Bureau of Labor Statistics notes that secretaries and administrative assistants held about 4.1 million jobs in 2004, ranking among the largest occupations in the U.S. economy. Individuals in the administrative support profession are being asked to take on a wider variety of duties as businesses across the country look for ways to cut costs.
Along with supervisory duties and managing the day-to-day office functions, administrative professionals are being required to update Web content, craft and distribute newsletters, set-up teleconferences and make online travel arrangements. These are not the skills you pick-up in the high school word processing class.
It is increasingly important for the administrative professional to secure post high school training and education. Businesses are recognizing this and are beginning to demand associate, bachelor and even master level education for staff.
According to the Occupational Outlook Handbook salaries for the administrative professional are expected to grow slowly, at about eight percent, through 2014. Median annual earnings in the industries employing the largest numbers of executive secretaries and administrative assistants (nationally) in May 2004 were:
West Virginia’s unemployment rate was only 4.5 percent at the end of June 2007, compared to the national rate of 4.7 percent. This makes it very important to set yourself above the pack when applying for a vacant position. Seeking advanced training or furthering your education is key.
Although it is challenging, administrative professionals can continue their education by taking evening or online classes or securing professional certifications. Local colleges and universities have a variety of options that can help solidify skills and abilities.
A couple courses in basic management skills will help anyone understand the complexities of personalities and why some teams produce results, and others produce excuses. Formal training in modern office procedures and software suites can make all the difference for the administrative professional developing their career and will help the process of incorporation into the management team.
Today’s business climate requires nearly everyone to be proficient in some sort of software suite and management skills aren’t just for managers any more. Gone are the days where you simply need to know how to use a typewriter, carbon paper, and how to set margins. There is more to the administrative professional classifications than answering a multi-line telephone and working a Mr. Coffee™.
In today’s workplace, nearly everyone should know how to drop an image or chart into an electronic document. When the document is completed, it has to be sent to the appropriate printer, duplexed, stapled or three-hole punched and converted to .pdf for upload to the Web.
The Bureau of Labor Statistics notes that secretaries and administrative assistants held about 4.1 million jobs in 2004, ranking among the largest occupations in the U.S. economy. Individuals in the administrative support profession are being asked to take on a wider variety of duties as businesses across the country look for ways to cut costs.
Along with supervisory duties and managing the day-to-day office functions, administrative professionals are being required to update Web content, craft and distribute newsletters, set-up teleconferences and make online travel arrangements. These are not the skills you pick-up in the high school word processing class.
It is increasingly important for the administrative professional to secure post high school training and education. Businesses are recognizing this and are beginning to demand associate, bachelor and even master level education for staff.
According to the Occupational Outlook Handbook salaries for the administrative professional are expected to grow slowly, at about eight percent, through 2014. Median annual earnings in the industries employing the largest numbers of executive secretaries and administrative assistants (nationally) in May 2004 were:
- Management of companies and enterprises $38,950
- Local government $36,940
- Colleges, universities, and professional schools $34,280
- Employment services $31,620
- State government $30,750
West Virginia’s unemployment rate was only 4.5 percent at the end of June 2007, compared to the national rate of 4.7 percent. This makes it very important to set yourself above the pack when applying for a vacant position. Seeking advanced training or furthering your education is key.
Although it is challenging, administrative professionals can continue their education by taking evening or online classes or securing professional certifications. Local colleges and universities have a variety of options that can help solidify skills and abilities.
A couple courses in basic management skills will help anyone understand the complexities of personalities and why some teams produce results, and others produce excuses. Formal training in modern office procedures and software suites can make all the difference for the administrative professional developing their career and will help the process of incorporation into the management team.
Friday, June 29, 2007
Before You Send That!
Email is a wonderful tool. It allows you to contact someone in seconds, attach documents for review, helps schedule meetings and gather information. It can keep you in contact with people across the hall or across the country. It can be a great resource or a great embarrassment.
Nothing says novice like a poorly worded or poorly written note, full of spelling errors, especially if it is business related as opposed to personal.
Here are a few tips for reviewing your email before you send it out.
1. Is it being sent to the correct person? Some software programs will auto-fill and it is easy to send email to Candice instead of Candy.
2. Should there be a CC or BCC recipient?
a. The CC Field is just for that person’s information, no action is required and everyone knows it’s being sent.
b. The BCC field is for that person’s information; however, no one but you and the BCC knows they were included.
3. Is the subject line relevant? Don’t just put “hello” in the subject line. Chances are it won’t be read. Make it relevant. If you are sending a report for review, says so. Put something similar to “2007 Budge Report for Review.”
4. Does the body have the information I need or did you tell me it is attached?
a. Are you asking for my action?
b. Is there a deadline for my reply?
5. Is spell-check turned on? Did you check for wrong words spelled correctly? (i.e. to, too, two, tow)
6. Is your grammar correct?
7. Are your attachments really attached?
Never send an email in haste, if you are upset save it as a draft and come back to it later. You will be surprised at what you see! And remember, email is forever. Never send or forward and email from a business account that could embarrass the company. Someone, somewhere, may see it and us it in a way you never intended.
Presentations
At one time or another most of us are asked to give some sort of presentation. Whether it’s a quick update for a committee or an hour long review of policies, giving presentations can be a challenge. There are some things you can do to make presentations less stressful on your nerves.
Self Check
Start by determining your level of comfort. If you are exceptionally nervous, organizing each step of your presentation should help. Planning the Question & Answer period for the end will reduce interruptions and keep you on track. Be sure to tell your audience that they should hold their questions. Practicing as often as possible will also help you be more comfortable with the subject matter.
If you are reasonably comfortable with speaking, you may take a more relaxed approach. You may want to allow participants the flexibility to ask questions as you go, or have them hold off until the end.
Personal Prep
One of the top rules for presentations is not to allow your personal appearance to distract from your message. This means neutral to dark colored clothing, minimal jewelry and no wild hair. You don’t want your audience to only remember what you looked like, you want them to remember the content of your presentation.
Know your audience. Don’t prepare a fancy, ten-dollar word filled talk for blue-collar workers. Take time to find out a little on the common activities and create analogies based on them.
Start an outline of the main topics you know you need to hit. If you can, limit them to three or five. Draft an introduction that gives a relative quote or anecdote, and touch on the three to five main points you will discuss.
Draft your conclusion with a wrap-up of the presentation and hold the Q&A session, if appropriate.
The Show
In today’s world, software, notebook computers and projection equipment have made it much easier to reach and keep the attention of your audience. The trick is to keep it simple. You don’t want too much animation and sound. Those things can cause a lot of distraction and frustration for your participants.
Font changes should be kept to a minimum and your color use should be minimal. Don’t cram a bunch of text into a slide. It does no good to project something on the wall that can’t be read from 20 feet away.
The Environment
If possible, you should check out the room before your big event. If the room is too hot or cold your audience will be uncomfortable and distracted. You need to know how your presentation will look on the screen, if you can keep some lights on for participants to take notes or review handouts, and you need to check all A/V equipment for B&B (bulbs and batteries). There is nothing worse than hitting the “on” button and find out that the batteries are dead. Which reminds me, always have a plan B. Have handouts to distribute that will allow you to continue if there is a technical glitch. Distribute them either at the very beginning or very end of your presentation.
Show Time
You’ve practiced, written, created and checked from A-Z. Now it’s time for the show. Here are a few things that will help you be successful:
1. Accept that you will be nervous.
2. Accept and be ready for Murphy’s Law.
3. Do your best to make eye-contact.
4. Pace yourself.
5. Just do it, you will do fine.
Short Notice
You won’t always have much time to develop a formal presentation. When that happens you just have to do the best you can. If you have time, jot down a quick list of points. Acknowledge to your audience that you don’t have all the information in front of you and will be happy to provide more information if requested.
The best thing for presentations is experience. It’s like driving a standard transmission vehicle. It takes practice to learn how to use the clutch, let off the gas and shift gears at the same time. And, if it’s been a while since you drove an automatic, you will be a little jerky. But with time, it will become second nature and much smoother.
Self Check
Start by determining your level of comfort. If you are exceptionally nervous, organizing each step of your presentation should help. Planning the Question & Answer period for the end will reduce interruptions and keep you on track. Be sure to tell your audience that they should hold their questions. Practicing as often as possible will also help you be more comfortable with the subject matter.
If you are reasonably comfortable with speaking, you may take a more relaxed approach. You may want to allow participants the flexibility to ask questions as you go, or have them hold off until the end.
Personal Prep
One of the top rules for presentations is not to allow your personal appearance to distract from your message. This means neutral to dark colored clothing, minimal jewelry and no wild hair. You don’t want your audience to only remember what you looked like, you want them to remember the content of your presentation.
Know your audience. Don’t prepare a fancy, ten-dollar word filled talk for blue-collar workers. Take time to find out a little on the common activities and create analogies based on them.
Start an outline of the main topics you know you need to hit. If you can, limit them to three or five. Draft an introduction that gives a relative quote or anecdote, and touch on the three to five main points you will discuss.
Draft your conclusion with a wrap-up of the presentation and hold the Q&A session, if appropriate.
The Show
In today’s world, software, notebook computers and projection equipment have made it much easier to reach and keep the attention of your audience. The trick is to keep it simple. You don’t want too much animation and sound. Those things can cause a lot of distraction and frustration for your participants.
Font changes should be kept to a minimum and your color use should be minimal. Don’t cram a bunch of text into a slide. It does no good to project something on the wall that can’t be read from 20 feet away.
The Environment
If possible, you should check out the room before your big event. If the room is too hot or cold your audience will be uncomfortable and distracted. You need to know how your presentation will look on the screen, if you can keep some lights on for participants to take notes or review handouts, and you need to check all A/V equipment for B&B (bulbs and batteries). There is nothing worse than hitting the “on” button and find out that the batteries are dead. Which reminds me, always have a plan B. Have handouts to distribute that will allow you to continue if there is a technical glitch. Distribute them either at the very beginning or very end of your presentation.
Show Time
You’ve practiced, written, created and checked from A-Z. Now it’s time for the show. Here are a few things that will help you be successful:
1. Accept that you will be nervous.
2. Accept and be ready for Murphy’s Law.
3. Do your best to make eye-contact.
4. Pace yourself.
5. Just do it, you will do fine.
Short Notice
You won’t always have much time to develop a formal presentation. When that happens you just have to do the best you can. If you have time, jot down a quick list of points. Acknowledge to your audience that you don’t have all the information in front of you and will be happy to provide more information if requested.
The best thing for presentations is experience. It’s like driving a standard transmission vehicle. It takes practice to learn how to use the clutch, let off the gas and shift gears at the same time. And, if it’s been a while since you drove an automatic, you will be a little jerky. But with time, it will become second nature and much smoother.
Thursday, May 31, 2007
Nearing Semester's End
Well, I'm just a couple weeks away from the end of my first semester toward my bachelor degree. Thank heavens!
This has been a very difficult process for me. The courses are not difficult. The problem is the amount of work required in this accelerated course. Working 40+ hours, taking care of my family and home, keeping up on my responsibilities with the Charleston Chapter IAAP AND taking 12 credit hours - well it's just exhausting.
At this point I have basically been validating many things I have learned through my career. The importance of teams, personality types, Maslow's Hierarchical Theory, things I have picked up through personnel trainings and other college courses.
One of the things that has really helped me so far is the "inside" look at management and management decision making. I think I always knew these things, but I didn't really consider them.
One of the chapters we just completed focused on "The Seasons of a CEO's Tenure" by Hambrick and Fukutomi. They identified five seasons:
1. Response to a mandate,
2. Experimentation,
3. Selection of an enduring theme,
4. Convergence, and,
5. Dysfunction.
They have found that, on average, a CEO's performance peak comes about midway of a seven year cycle, and declines from there. When I considered this in relation to my traditional employer, I can see the pattern. The current executive director has been in place just under seven years. He has reached convergence and is moving toward dysfunction. It also tells me that I will face this same cycle in time.
Although these classes have been very difficult to juggle, it has given me an renewed sense of competency. It has also helped me to decide to make some strategic career changes. I am looking at leaving my full-time position in order to take a part-time job that will allow me more flexibility to focus on my personal business and my degree completion.
This has been a very difficult process for me. The courses are not difficult. The problem is the amount of work required in this accelerated course. Working 40+ hours, taking care of my family and home, keeping up on my responsibilities with the Charleston Chapter IAAP AND taking 12 credit hours - well it's just exhausting.
At this point I have basically been validating many things I have learned through my career. The importance of teams, personality types, Maslow's Hierarchical Theory, things I have picked up through personnel trainings and other college courses.
One of the things that has really helped me so far is the "inside" look at management and management decision making. I think I always knew these things, but I didn't really consider them.
One of the chapters we just completed focused on "The Seasons of a CEO's Tenure" by Hambrick and Fukutomi. They identified five seasons:
1. Response to a mandate,
2. Experimentation,
3. Selection of an enduring theme,
4. Convergence, and,
5. Dysfunction.
They have found that, on average, a CEO's performance peak comes about midway of a seven year cycle, and declines from there. When I considered this in relation to my traditional employer, I can see the pattern. The current executive director has been in place just under seven years. He has reached convergence and is moving toward dysfunction. It also tells me that I will face this same cycle in time.
Although these classes have been very difficult to juggle, it has given me an renewed sense of competency. It has also helped me to decide to make some strategic career changes. I am looking at leaving my full-time position in order to take a part-time job that will allow me more flexibility to focus on my personal business and my degree completion.
Are You A Professional?
There are many things we think of when we think "professional". Education is probably the primary item. Other credentials fall in quickly behind. But, attitude and mannerisms play an important role in being perceived as a professional.
If you find yourself struggling to be taken as a true professional, here are some things to keep in mind.
1. Decide that you ARE a professional!
2. Do everything as a professional with professional standards.
3. Make being a professional part of your daily frame of mind.
4. Learn all the aspects of the job, amateurs take shortcuts.
5. Try to find out everything that is needed and wanted, don't assume you already know.
6. Act, dress and speak like a professional.
7. Learn from mistakes, don't try to hide them or ignore them.
8. Seek out difficult assignments.
9. Stay optimistic and level-headed. Amateurs get upset and tend toward pessimism.
10. Go above and beyond. Amateurs give only what is requested.
11. Don't act like an amateur.
If you are like me, you will find it hard to manage these items every day, under every circumstance. Knowing that you slip once in a while may be holding you back from advancement in your career. Don't let it!
Step out of your comfort zone.
You will never develop yourself fully if you continue to do what you've always done. We are all human. Professionals of every type make mistakes from time to time, lose their temper or get frustrated. It's how you handle yourself once you realize that you've crossed the line that matters. Accept the mistake, learn from it and move on.
If you find yourself struggling to be taken as a true professional, here are some things to keep in mind.
1. Decide that you ARE a professional!
2. Do everything as a professional with professional standards.
3. Make being a professional part of your daily frame of mind.
4. Learn all the aspects of the job, amateurs take shortcuts.
5. Try to find out everything that is needed and wanted, don't assume you already know.
6. Act, dress and speak like a professional.
7. Learn from mistakes, don't try to hide them or ignore them.
8. Seek out difficult assignments.
9. Stay optimistic and level-headed. Amateurs get upset and tend toward pessimism.
10. Go above and beyond. Amateurs give only what is requested.
11. Don't act like an amateur.
If you are like me, you will find it hard to manage these items every day, under every circumstance. Knowing that you slip once in a while may be holding you back from advancement in your career. Don't let it!
Step out of your comfort zone.
You will never develop yourself fully if you continue to do what you've always done. We are all human. Professionals of every type make mistakes from time to time, lose their temper or get frustrated. It's how you handle yourself once you realize that you've crossed the line that matters. Accept the mistake, learn from it and move on.
Thursday, May 03, 2007
Meeting Follow Up
Well, what do you know. The meeting went pretty well. It lasted about an hour. The Governors men were very open minded and had a lot of questions.
Once we got all the confusion resolved (their confusion over what I was seeking and mine over how the applications are scored) we started making headway.
The key staffer basically said that he will have to contact DOP to see what they need from the certification department of the IAAP (who give the exam). They agreed that the CPS and CAP ratings are a great option for the administrative professional who is not interested in college or is undecided.
--> Wednesday
Well, I got the call today that told me what had to happen. We have to get a letter from one of the colleges that gives credits for the certifications. This letter has to clearly state how many credit hours are awarded. I know when I passed my certifcation I got 31 hours. That was the difference between completing my associates in four years or six.
I am very excited about this development. This will provide some incentive for state employees who fall in the adminisrative professional classification to continue their professional development. This also provides a way for those who have no desire or may not have the resources to persue a college degree to validate their skills in this manner.
The job market is very competitive today. If you want to move up you have to be able to prove your skills. And you have to be willing to take charge of your own career path.
Hopefully, this will provide a good opportunity for a lot of people throughout West Virginia.
Once we got all the confusion resolved (their confusion over what I was seeking and mine over how the applications are scored) we started making headway.
The key staffer basically said that he will have to contact DOP to see what they need from the certification department of the IAAP (who give the exam). They agreed that the CPS and CAP ratings are a great option for the administrative professional who is not interested in college or is undecided.
--> Wednesday
Well, I got the call today that told me what had to happen. We have to get a letter from one of the colleges that gives credits for the certifications. This letter has to clearly state how many credit hours are awarded. I know when I passed my certifcation I got 31 hours. That was the difference between completing my associates in four years or six.
I am very excited about this development. This will provide some incentive for state employees who fall in the adminisrative professional classification to continue their professional development. This also provides a way for those who have no desire or may not have the resources to persue a college degree to validate their skills in this manner.
The job market is very competitive today. If you want to move up you have to be able to prove your skills. And you have to be willing to take charge of your own career path.
Hopefully, this will provide a good opportunity for a lot of people throughout West Virginia.
May 3 - Big Meeting
I have a meeting this morning that I have been trying to arrange for a long time. It is with two representatives of Governor Joe Manchin III's staff.
Last week, while I was participating in the Governor's proclamation of Administrative Professionals Week, I mentioned to him that I had tried to get legislation introduced to instruct the Division of Personnel [the administration's personnel office] to recognize and rate the Certified Professional Secretary(R) and the Certified Administrative Professional(R) ratings, and to consider the achievement during reviews and promotional consideration.
The ratings are earned by those in the administrative support profession who have achieved documentable on-the-job experience and can pass a rigorous 8 hour exam. Colleges and universities across the country recognize this exam and award up to 31 credit hours toward degrees. In addition, West Virginia State Community and Technical College provides a 3 credit hour review course for the exam. I've both taken and taught the course. It isn't easy!
So, the Governor asks me what happened to my legislation. I told him it was never introduced, but I did get a late start. He instructed his assistant to arrange a meeting for me with two of his staffers to discuss the matter further and begin looking into it.
That meeting is this morning!
My ultimate goal is to have the ratings recognized by all state agencies, provide a one-time bonus for those passing the exam and when they recertify and to encourage continued professional developement.
Yes, this is a huge goal. But major private industries across the world recognize this certification. Our Governor wants West Virginia to be 'open for business' and he's frequently commented on the need for state employees to perform in a more professional manner.
Let's face it, there is no way to force every employee to improve like that. But, with this tool and incentive, you may bring more of them to the table. You will provide a goal that they can reach. Not every employee will want to go back to school for a college degree. And expecting that from everyone is not realistic. But you can provide the incentive for them to achieve certification in their field, just like you do with Microsoft operating and software programs, accountants, and other professions.
The administrative support professions is still very misunderstood and suffers from prejudices. We aren't all women, men are increasing in number, we aren't only secretaries and receptionists and we can do more than make coffee and chew gum.
Tearing down this stereotype is going to take a long time!
Last week, while I was participating in the Governor's proclamation of Administrative Professionals Week, I mentioned to him that I had tried to get legislation introduced to instruct the Division of Personnel [the administration's personnel office] to recognize and rate the Certified Professional Secretary(R) and the Certified Administrative Professional(R) ratings, and to consider the achievement during reviews and promotional consideration.
The ratings are earned by those in the administrative support profession who have achieved documentable on-the-job experience and can pass a rigorous 8 hour exam. Colleges and universities across the country recognize this exam and award up to 31 credit hours toward degrees. In addition, West Virginia State Community and Technical College provides a 3 credit hour review course for the exam. I've both taken and taught the course. It isn't easy!
So, the Governor asks me what happened to my legislation. I told him it was never introduced, but I did get a late start. He instructed his assistant to arrange a meeting for me with two of his staffers to discuss the matter further and begin looking into it.
That meeting is this morning!
My ultimate goal is to have the ratings recognized by all state agencies, provide a one-time bonus for those passing the exam and when they recertify and to encourage continued professional developement.
Yes, this is a huge goal. But major private industries across the world recognize this certification. Our Governor wants West Virginia to be 'open for business' and he's frequently commented on the need for state employees to perform in a more professional manner.
Let's face it, there is no way to force every employee to improve like that. But, with this tool and incentive, you may bring more of them to the table. You will provide a goal that they can reach. Not every employee will want to go back to school for a college degree. And expecting that from everyone is not realistic. But you can provide the incentive for them to achieve certification in their field, just like you do with Microsoft operating and software programs, accountants, and other professions.
The administrative support professions is still very misunderstood and suffers from prejudices. We aren't all women, men are increasing in number, we aren't only secretaries and receptionists and we can do more than make coffee and chew gum.
Tearing down this stereotype is going to take a long time!
Wednesday, April 25, 2007
How Is Your Administrative Professional Shaping the Future?
This is an article I submitted for publication locally. Unfortunately it was not picked up.
Today’s employment environment makes it imperative that everyone keep their skills in top-notch shape. Administrative professionals are no different.
April 22-28 is Administrative Professionals Week. Admins across the globe will use this week to reflect on their career paths. Many will regroup and revise career goals to match changing personal and professional demands.
A career minded administrative professional can be one of the greatest assets of any company. These behind-the-scenes work horses lead by example, they exhibit integrity and professionalism, they mentor others and they take pride in their work. They bring professionalism to the company and can be the first contact potential customers have with the business.
This Administrative Professionals Week, instead of flowers or a lunch, ask your admins what you can do to help them shape their future. Is there a particular training they need? Do they need a refresher course from the community college? Would they like to certify their skills with the Certified Professional Secretary® or Certified Administrative Professional® exam? Would membership in a professional organization provide the networking and leadership skill development opportunities they can’t get on the job?
There are a variety of ways to show the administrative staff they are appreciated. Invest in one that will provide you with the greatest return.
Help your team shape their future for the better this Administrative Professionals Week.
Today’s employment environment makes it imperative that everyone keep their skills in top-notch shape. Administrative professionals are no different.
April 22-28 is Administrative Professionals Week. Admins across the globe will use this week to reflect on their career paths. Many will regroup and revise career goals to match changing personal and professional demands.
A career minded administrative professional can be one of the greatest assets of any company. These behind-the-scenes work horses lead by example, they exhibit integrity and professionalism, they mentor others and they take pride in their work. They bring professionalism to the company and can be the first contact potential customers have with the business.
This Administrative Professionals Week, instead of flowers or a lunch, ask your admins what you can do to help them shape their future. Is there a particular training they need? Do they need a refresher course from the community college? Would they like to certify their skills with the Certified Professional Secretary® or Certified Administrative Professional® exam? Would membership in a professional organization provide the networking and leadership skill development opportunities they can’t get on the job?
There are a variety of ways to show the administrative staff they are appreciated. Invest in one that will provide you with the greatest return.
Help your team shape their future for the better this Administrative Professionals Week.
Administrative Professionals Week 2007
Today is Administrative Professionals Day, April 25, 2007. As the 2006-2007 Charleston Chapter President for the International Association of Administrative Professionals, I was proud to have the duty to preside over the 2007 Administrative Professionals Day breakfast, held at the Summit Conference Center in Charleston.
At this event the Charleston Chapter recognizes administrative support staff from all over the greater Charleston area. This year's keynote speaker was Gus R. Douglass, Commissioner, West Virginia Department of Agriculture.
You may think that is odd, but Commissioner Douglass was awarded 1970 Businessman of the Year by the chapter. We are still a chapter, he is still Commissioner, so we invited him back to hear about some of the changes he's seen over the last 37 years. It was a great presentation, I was thrilled to have him participate!
We also awarded our 2007 Professional Member of the Year award, which is awarded based upon points earned in a variety of leadership and education categories, and our Senior Member of the Year award, recognizing one of our outstanding merited members.
It was really thrilling for me to see the morning event come together. As chapter president I have watched my board work together to hold a fabulous event. They worked very hard and deserve as much praise as I can possibly muster. While they are generally modest and try to turn the responsibility back onto me, I remind them that I am only the ship's captain, I am only showing the direction. They are the ones doing the work and have done a tremendous job!
We had a 39% increase in attendance over our regular montly meetings! That is really saying something!
Coordinating events like these is never easy. There are a million things to remember, from name tents and certificates of appreciation to menues, displays and registration. Getting the word out through paid advertisments, community newsletters, letters to the editor, radio spots and electronic mail (my favorite) is really pretty demanding. While you can send simliar information for advertisements or press releases, when submitting letters to the editor or articles for publication you can not send the same article to different print media.
And you can't forget to consider how your guests will feel. When they come in the room are they greeted? Do they feel welcome? Are seating arrangments clear? Is the room temperature comfortable?
My team imagined each step, from walking into the front door to registration, seating, getting the food, listening to the speaker, receiving their gifts and exiting. With the exception of a couple minor glitches, the morning went off with a bang!
I am so happy with my team I just can't contain myself!
GREAT JOB LADIES!
At this event the Charleston Chapter recognizes administrative support staff from all over the greater Charleston area. This year's keynote speaker was Gus R. Douglass, Commissioner, West Virginia Department of Agriculture.
You may think that is odd, but Commissioner Douglass was awarded 1970 Businessman of the Year by the chapter. We are still a chapter, he is still Commissioner, so we invited him back to hear about some of the changes he's seen over the last 37 years. It was a great presentation, I was thrilled to have him participate!
We also awarded our 2007 Professional Member of the Year award, which is awarded based upon points earned in a variety of leadership and education categories, and our Senior Member of the Year award, recognizing one of our outstanding merited members.
It was really thrilling for me to see the morning event come together. As chapter president I have watched my board work together to hold a fabulous event. They worked very hard and deserve as much praise as I can possibly muster. While they are generally modest and try to turn the responsibility back onto me, I remind them that I am only the ship's captain, I am only showing the direction. They are the ones doing the work and have done a tremendous job!
We had a 39% increase in attendance over our regular montly meetings! That is really saying something!
Coordinating events like these is never easy. There are a million things to remember, from name tents and certificates of appreciation to menues, displays and registration. Getting the word out through paid advertisments, community newsletters, letters to the editor, radio spots and electronic mail (my favorite) is really pretty demanding. While you can send simliar information for advertisements or press releases, when submitting letters to the editor or articles for publication you can not send the same article to different print media.
And you can't forget to consider how your guests will feel. When they come in the room are they greeted? Do they feel welcome? Are seating arrangments clear? Is the room temperature comfortable?
My team imagined each step, from walking into the front door to registration, seating, getting the food, listening to the speaker, receiving their gifts and exiting. With the exception of a couple minor glitches, the morning went off with a bang!
I am so happy with my team I just can't contain myself!
GREAT JOB LADIES!
Thursday, April 12, 2007
The Administrative Professional, Tying-Up the Loose Ends
Whether you call your administrative professional a secretary, an assistant, a receptionist or a specialist, you depend on that person to complete the behind-the-scenes work, crossing the “t’s” and dotting the “i’s”.
Assistants through out the valley are responsible for making travel arrangements, setting up meetings and conferences, preparing your PowerPoint presentations and giving your company a professional appearance.
Administrative Professionals Week 2007 is April 22 – 28. It is a block of time set aside to help busy managers and supervisors remember to acknowledge the work the administrative staff provides to the organization.
While flowers, candy or lunch is nice, one of the best investments and employer can make is to give training!
Technology changes fast and most companies rely on the administrative support staff to be able to navigate and use a variety of word processing, scheduling, e-mail, database, presentation and web design software programs. Regular training updates are a great investment in the employee, as well as the company.
With quality training, administrative support staff may experience less frustration as they work with updated and newly introduced software. The company gains the appreciation of the employee as he sees the commitment to his position as a professional.
Another great way to show your appreciation is to sponsor your staff’s membership in a professional organization. The International Association of Administrative Professionals® has a local chapter for administrative support staff in the Greater Kanawha Valley. For less than the price of a one day seminar, members receive a full year of access to a variety of training resources and opportunities, by way of independent study, support for skills certification exams, and leadership opportunities. They will also have access to a trending resources and professionals across the world employed by companies such as Avery-Dennison, Office Team, Microsoft, UPS, AEP, and many others.
As you consider ways to show your administrative staff that their hard work is appreciated, keep all options on the table. Ask them what they would most benefit from and what can help them tie-up those loose ends with greater ease.
You’ll be glad you did.
Robin A. Holstein CPS/CAP is the president of the Charleston Chapter IAAP and owner of Robin’s Desktop, Virtual Administrative Services. Her e-mail address is robin@robinsdesktop.com. For more information on the Charleston Chapter IAAP visit http://www.wvha.com/iaap-chaswv/.
Assistants through out the valley are responsible for making travel arrangements, setting up meetings and conferences, preparing your PowerPoint presentations and giving your company a professional appearance.
Administrative Professionals Week 2007 is April 22 – 28. It is a block of time set aside to help busy managers and supervisors remember to acknowledge the work the administrative staff provides to the organization.
While flowers, candy or lunch is nice, one of the best investments and employer can make is to give training!
Technology changes fast and most companies rely on the administrative support staff to be able to navigate and use a variety of word processing, scheduling, e-mail, database, presentation and web design software programs. Regular training updates are a great investment in the employee, as well as the company.
With quality training, administrative support staff may experience less frustration as they work with updated and newly introduced software. The company gains the appreciation of the employee as he sees the commitment to his position as a professional.
Another great way to show your appreciation is to sponsor your staff’s membership in a professional organization. The International Association of Administrative Professionals® has a local chapter for administrative support staff in the Greater Kanawha Valley. For less than the price of a one day seminar, members receive a full year of access to a variety of training resources and opportunities, by way of independent study, support for skills certification exams, and leadership opportunities. They will also have access to a trending resources and professionals across the world employed by companies such as Avery-Dennison, Office Team, Microsoft, UPS, AEP, and many others.
As you consider ways to show your administrative staff that their hard work is appreciated, keep all options on the table. Ask them what they would most benefit from and what can help them tie-up those loose ends with greater ease.
You’ll be glad you did.
Robin A. Holstein CPS/CAP is the president of the Charleston Chapter IAAP and owner of Robin’s Desktop, Virtual Administrative Services. Her e-mail address is robin@robinsdesktop.com. For more information on the Charleston Chapter IAAP visit http://www.wvha.com/iaap-chaswv/.
Wednesday, March 14, 2007
Back-to-School Insanity
As I reported previously, for some unknown reason I decided it would be a great idea to go back to college. Somebody smack me!
This bachelors program I have enrolled in is killing me. It's an accelerated course. We'll finish up in 18 months. So, I'm working, carrying 12 hours of upper level classes and taking care of my family! Oh, I have lost my mind.
The volume of reading is overwhelming, and the assignments, while individually reasonable, when combined just absolutely send your mind into overdrive.
I'm only 5 weeks into the first 16 and I'm already sleep deprived.
I know now why I didn't go to medical school. It wasn't the blood and guts, it was the lack of sleep!
Oh what have I done!
This bachelors program I have enrolled in is killing me. It's an accelerated course. We'll finish up in 18 months. So, I'm working, carrying 12 hours of upper level classes and taking care of my family! Oh, I have lost my mind.
The volume of reading is overwhelming, and the assignments, while individually reasonable, when combined just absolutely send your mind into overdrive.
I'm only 5 weeks into the first 16 and I'm already sleep deprived.
I know now why I didn't go to medical school. It wasn't the blood and guts, it was the lack of sleep!
Oh what have I done!
Thursday, February 15, 2007
Back to School
Well, I've done it again. At the ripe old age of forty ------- well, forty something, I am going back to college. I am going to complete a bachelors degree.
I'm attending Mountain State University and will be working toward a degree in Organizational Leadership.
What possessed me? Well, primarily because I am a lifelong learner. I know, that sounds corny, but it's true. Plus, I know that to improve my lot in life I have to improve myself. My clients expect me to be in the know. They expect me to be able to provide a quality product. That requires education.
In today's world the associates degree functions a lot like the high school diploma did 20 years ago. It's pretty well expected and does not appear to have major value. The bachelors degree seems to be the new associates and the masters the new bachelors. The PhD, well, that's for people with nothing else to do. (Just kidding.)
How I will incorporate going back to school into my professional responsibilities, my duties with the IAAP and my duties as a mom, I don't know. But this much is certain, I can't afford not to do it.
I'm attending Mountain State University and will be working toward a degree in Organizational Leadership.
What possessed me? Well, primarily because I am a lifelong learner. I know, that sounds corny, but it's true. Plus, I know that to improve my lot in life I have to improve myself. My clients expect me to be in the know. They expect me to be able to provide a quality product. That requires education.
In today's world the associates degree functions a lot like the high school diploma did 20 years ago. It's pretty well expected and does not appear to have major value. The bachelors degree seems to be the new associates and the masters the new bachelors. The PhD, well, that's for people with nothing else to do. (Just kidding.)
How I will incorporate going back to school into my professional responsibilities, my duties with the IAAP and my duties as a mom, I don't know. But this much is certain, I can't afford not to do it.
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