Today's PA must be versatile

By ALICE SHOPLAND

Alongside most successful business people there's a highly-valued personal assistant. She - or, increasingly, he - needs to be organised, self-motivated, adaptable and confident, and be good at multi-tasking and lateral thinking, says trainer Dianne Hill.

In the 10 years she's been running courses - including "Winning Ways for PAs" for the Auckland Chamber of Commerce - the role of the PA has changed considerably.

"It used to be largely secretarial," she says, "but now technology like computers and direct dialling is making people more self-sufficient, and PAs generally have more responsibility."

At the same time, she says the gatekeeper role of the PA is being resurrected by some businesspeople, who don't want everybody having their direct dial number.

And "personal" is no longer an accurate job title, because a PA is as likely to work for three or four managers as they are to work for just one.

If you find it hard to organise your own diary, imagine the challenge of keeping tabs on the work day of four others as well ...

The job is extremely varied, and individual roles tend to grow according to the talents of those filling them. "I get PAs to mind-map all of the tasks they handle, and they're amazed at how much they do," says Hill.

But, generally speaking, there are several key areas of action and attitude which make a successful PA, she says.

Take charge of yourself

Forget the discreet subordinate approach - you're seen as the representative of the person you answer to, and self-confidence is essential.

You might be the only one who can interrupt a board meeting, for example, "and you can't do that in a mousy way," Hill says.

Make sure your appearance and your manner communicate what you want them to - including a firm handshake, a friendly greeting and the right clothes for the job.

You might be sent to get the best deal on stationery or booking a venue - and looking like someone to be respected will generally get you a better deal.

"Your language and appearance can make your job so much easier, or severely compromise it - you'd be a fool not to pay heed to that."

Hill cites the time she needed to send a staff member to collect a client from the airport. "I couldn't send the person I wanted to, because her appearance wasn't up to scratch that day."

Take charge in the office

Take charge of your manager, by being in touch at least twice a day. Hill recommends meeting in person each morning if possible, to remind them of essential tasks and clear up any queries on either side.

Where possible, delegate smaller tasks to secretaries or receptionists.

Have strategies for situations which crop up regularly; learn to recognise where a new strategy is required, to avoid dealing with crises.

Take responsibility for yourself

Many PAs are involved in the company at a highly confidential level, and naturally have to be able to keep that confidence.

Do a SWOT analysis (strengths, weaknesses, opportunities and threats) on yourself and follow it up.

Keep your skills up to date and relevant to the job. If you deal with people from other cultures, familiarise yourself with those cultures.

Asian business people, for example, consider it disrespectful for their business cards to be held with only one hand.

A PA who attended one of Hill's courses was finding it difficult to deal with Maori clients. Hill recommended she go on a marae and learn more about Maori protocol, and the end result was renewed respect on both sides.

Have a healthy respect for your boss

Be aware of your own impact in the company.

"If your manager is making an announcement and you're sitting there rolling your eyes," says Hill, "then you're undermining him or her. You need to be wholeheartedly behind them."

Being on friendly terms is generally a good thing, but beware of getting too close to your manager.

Hill says managers sometimes say to her that they've got a fabulous PA, "but she's taking over and I can't tell her a thing."

Be aware of your own work style and that of your managers - and be aware that you're going to have to adapt your style to work in with theirs.

Be willing to tell your manager when his or her requests are unreasonable, or that you've just got too much on your plate.