essential management skills for executive secretaries and personal assistants - abf secretaries...

ESSENTIAL MANAGEMENT SKILLS For Executive Secretaries And Personal Assistants

Kenny OngCNI Holdings Berhad

About: CNI

1. 18 years old

2. Core Business: MLM

3. Others: Contract Manufacturing, Export/Trading, eCommerce

4. Malaysia, Singapore, Brunei, Indonesia, India, China, Hong Kong, Philippines, Italy, Taiwan

5. Staff force: ± 500

6. Distributors: 250,000

7. Products: Consumer Goods and Services

“Be more initiative and get things done fast.

Understand the working style of your superior and assist

him accordingly”

Intro:

Q1: Do you want a good career?

Q2: Do you want a good career Fast or Slow?

So….do you want to be a Professional or Amateur?

Management Skills

7. Career

6. Attitude

5. Discipline

4. Relationship

3. Time

2. Boss

1. Job

What to Manage?

1. Managing your Job

Managing Your Job

“Know your job well, do it well, and be better than anyone else doing it.”

Managing Your Job

Type of Work

•Ambassador/COO

•Representative

•Office Manager

•Advisor

•Administrator

•Standard

Type of Boss

•Chairman

•CEO

•Corp. Division Head

•Business Unit Head

•Division Head

•Department Head

Types of Roles

Real Level = Type of Work + Type of Boss

End Results

Ensure uninterrupted supply to consumers in the district by operating the District Distribution System.

Ensure satisfaction of the major customers in the district by managing supply and Distribution.

Ensure high performance and productivity of technical staff by adopting proper human resource management methods on selection, training, coaching, counselling and motivation.

Duties and Responsibilities

Control, operate and maintain the District Distribution System

Manage major supply projects to customer in the district.

Supervise all technical staff in the district.

Plan and design the High voltage system

Ensure availability of adequate supply for future needs of industries in the district by planning and designing the High voltage System

District Engineer

Managing Your Job: End Results

Type of Work

•Ambassador/COO

•Representative

•Office Manager

•Advisor

•Administrator

•Standard

End Results?

Managing your Job: Skills

F1 Information Management

F2 Communication and Influence

F3 Planning and Organising

F4 Working with others and in teams

F5 Mathematical Techniques

F6 Problem Solving and Decision Making

F7 Technology

*based on research findings: “Skills essential for participation in adult life”, Queensland Studies Authority 1994, 1998, 1999

2. Managing your Boss

Managing your Boss

1. Boss’ problems

2. My Boss, the Client

3. Boss’ Personality

4. Bad Bosses

Managing your Boss: Boss’ problems

“You can get anything in life that you want if you can help enough people

get what they want”


A. Top Four Leadership Challenges

1. Getting people to work together who have different agendas (60%)

2. Balancing competing demands and priorities (56%)

3. Motivating and inspiring employees in a world of constant change (48%)

4. Accomplishing difficult assignments without the necessary resources (45%)


B. Top three challenges affecting Business today (if your Boss is a CEO or Business Unit Head)

1. Recruiting, retaining and training talented employees (49%),

2. Developing and implementing business strategies that result in profitable returns (49%)

3. Reducing operating costs to increase efficiency (41%)


C. Unspoken Problems faced by Bosses (1/2)1. Too much communications (Email <yahoo, google,

outlook, intranet>, IM, mobile, office phone, blackberry, etc….)

2. Uncooperative Heads from other departments/business units

3. Conflict among subordinates4. Too many meetings to attend5. Follow up on tasks (especially tasks delegated to

others)6. Lack of resources7. Incompetent subordinates8. Unbalanced family life


C. Unspoken Problems faced by Bosses (2/2)

9. Pressurized career progression

10. Too much information to read, store and retrieve

11. Need for more influence and power

12. Multiple and conflicting accountabilities (some are not even recognized officially)

13. Monitoring the performance of multiple projects/committees

14. Forgetfulness

15. Stress

16. Lack of Time

Managing your Boss: My Boss, the Client

1. Do not treat your boss as a boss. Treat your boss as a Customer

2. I used to have four main clients at every client: the HR Manager, CEO, Company, Staff

3. Now in CNI I have also four clients: Boss, Big Boss, Company, Employee

4. What I have learned about properly managing clients and customers**

Managing your Boss: Boss’ Personality

Closed Open

People

Task

Peaceful: Phlegmatic

Powerful: Choleric

Popular: Sanguine

Perfect: Melancholy

http://upload.wikimedia.org/wikipedia/commons/4/41/Four_temperament_b.PNG




Managing your Boss: Bad Bosses

If none of these strategies work, you have two choices:

1. Choice A - If you have good personal reasons for staying in your job -- you love your work, you're learning a lot, you like the people you're working with -- you can hold your nose and ignore your boss as best you can.

2. Choice B - Or, you can quit: life is too short too deal with this kind of abuse.

3. Managing your Time

Managing your Time: Time to Know

1. Time is irreversible

2. Value = Time + Money

3. Love is spelt as T.I.M.E. to your loved ones

4. Interruptions will always happen

5. Time investments compound

6. “I don't have time” = lower priority

7. Time required for something expands according to expectations

Managing your Time: At the HEART…

Only three things really matter in Time Management:

1. Prioritize

2. To-do List

3. Maximize

1. Prioritize

Important

Urgent

L H

H

DO this.

Deadline. Markers.

Automate. Predict. Delegate.

Delay. Downtime. Don’t do.

2. To-do List

Task 1

Task 2

Task 3

!↓

Maximize: Personally speaking…

1. Small time segments

2. Do things at times that no one else is doing it:a. Traffic

b. Shopping

c. Holiday

d. ATM

3. Carry paper & pen (or PDA)

4. Pre-work

5. Internet (search, templates, tools)

6. Forced Break Times


7. Analyze the time wasters in your day.8. Use the on/off button on your TV9. Allocate extra time for all task planning (this

includes traveling)10.Judge and manage personalities11.Control phone calls (call out, return call out)12. In phone calls (or face-to-face) – serious first,

social second13.Learn to say ‘No’14.Planned Annual Leave


15.Wednesday leave16.Plan for 6.30 exit17.Automobile University 18.Fat = 50% (money) + 100% (time)19. If you need to see someone, go to their

office/room/house, you can always leave.20. If you think you will have to wait-take work with

you: e.g. letters you need to write/office-work, etc.

21.Don't complain. Don't whine.

4. Managing your Relationships

Managing your Relationships

Basics of Relationships

1. Why?

2. Good performance & skill won't get you very far. You need others to succeed

3. Five Rules for Successful Relationships:a. Be Yourself

b. Be of Value

c. Be Consistent

d. Be Truthful

e. Do What You Say

Managing your Relationships

Basics of Relationships

4. You cannot get people to listen to you if they don't like you.

5. And if they don’t listen to you, you won’t accomplish anything!

6. Relationships = Expectations.

7. You must know the expectations and manage those expectations.

Managing your Relationships: People Skills

1. People are interested in themselves, not in you

2. What is the most interesting subject in the world to them? THEMSELVES

3. Take four words out of your vocabulary: “I, me, my, mine” and substitute for the most powerful word: “YOU”

4. Remember that the more important you make people feel, the more they will respond to you.

5. Avoid arguing.

LINA

Listen with interest and praise

make the person feel Important

use their Name

Ask questions

Communication SF

PASSE

Praise and encourage

Ask questions

allow the person to Save Face

use SMART goals

Encourage small improvements

Influence SF

S + FH + C

Smile

Firm Handshake

Compliment

Personality SF

5. Managing your Discipline

Managing your Discipline

Discipline consists of three parts:

1. Habits

2. Self Development

3. Feelings

Managing your Discipline: Habits

Steps to Success…1. Your success depends on what you do.

2. What you do depends on who you are.

3. Who you are depends on Habits

What we do, say and think is 90% controlled by habits.

Managing your Discipline: Self Development

1. Self Development = Investment

2. Investment = Time + Money

3. Nobody is going to invest in you.

4. Start Early

5. Small Differences compound in the long-term

“You will be same person in five years

except for the people you meet and the books

you read”Charlie “Tremendous” Jones

Managing your Discipline: Self Development

Managing your Discipline: Feelings

“Anyone can become angry –that is easy. But to be angry with the right person, to the

right degree, at the right time, for the right purpose, and in the

right way – that is not easy.”Aristotle

6. Managing your Attitude

Managing your Attitude

1. List down Bad Attitudes – and reverse them

2. Be careful of ‘us’ vs. ‘them’ thinking

3. Serve before expecting to be served

4. Have high standards for yourself

5. Never complain about how hard you work

7. Managing your Career

Managing Your Career: Intro

Congratulations.

You are going to die.

Managing Your Career

Biggest Career Mistakes

1. Keeping a career in line with your education

2. Getting career advice from your parents (or relatives)

3. Changing jobs without long-term strategy in mind

4. Letting your Boss (or company) manage your career

Career Progression: Current

Type of Work

•Ambassador/COO

•Representative

•Office Manager

•Advisor

•Administrator

•Standard

Type of Boss

•Chairman

•CEO



•Division Head

•Department Head

Career Progression: 1

Type of Work

•Ambassador/COO

•Representative

•Office Manager

•Advisor

•Administrator

•Standard

Type of Boss

•Chairman

•CEO



•Division Head

•Department Head


Type of Work

•Ambassador/COO

•Representative

•Office Manager

•Advisor

•Administrator

•Standard

Type of Boss

•Chairman

•CEO



•Division Head

•Department Head

Additional Career Advice…

1. Manage Boss’ Communications

2. Manage Boss’ Schedule

3. Stand in-between interruptors

4. Attend meetings on behalf

Additional Career Advice…

5. Take over some work: a. Decisions that the boss makes frequently and repetitively and

that are predictable in nature

b. Assignments that will add variety to your routine work

c. Functions that the boss dislikes

d. Work that will provide experience for you

e. Tasks that you're capable of doing

f. Activities that will make you more well rounded and that will broaden your expertise

g. Opportunities to use and reinforce your creative talents

h. Recurring matters

i. Minor decisions

j. Time-consuming details

Managing Your Career: Management Ladder

1. Pick the area of Management you want

2. Set long-term and short-term goals

3. Determine competencies needed for short-term goals

4. Invest (Time + Money)

5. Time = Study, Work, Projects, Reports, Mentor

6. Be prepared to invest up 50% IN ADDITION to your current work-load and current schedule

7. Time Management skill is critical

The Ultimate Career Advice

“Find something you like to do so much that you would

gladly do it for nothing. Then, learn to do it so well

that people would be happy to pay you for it.”

End Notes

Management Skills: Summary

7. Career

6. Attitude

5. Discipline

4. Relationship

3. Time

2. Boss

1. Job

What to Manage?

1. Grow up

2. Understand Yourself

3. Invest in Yourself

4. Eliminate “Cannot be Done”

5. “You are being observed all the time”

How to reach your maximum potential

How to reach your maximum potential

6. “Everything depends on Relationships”

7. Choose your close Friends

8. Serve

9. Control and use your Emotions

10.Discipline

Endnote

The rest is up to you.

Thank You.

soft copy of slides: http://totallyunrelatedrandomanddebatable.blogspot.com/

http://totallyunrelatedrandomanddebatable.blogspot.com/

http://totallyunrelatedrandomanddebatable.blogspot.com/

essential management skills for executive secretaries and personal assistants - abf secretaries...

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