Depending on your company internal calendar of events and procedures the appraisal process isn’t that far away. Most appraisals start in March/April in preparation for the new financial year. For a PA,
EA and Secretary this is the time when the task of organising appraisals or preparing for appraisals starts. It is, however, worth noting that the business year begins April (often referred to as the New Financial Year), so the business year has another three months to run, (the last quarter). It is, therefore, time to start thinking about what you want to achieve in the final quarter of the financial year and what you want to achieve in the coming year.
As a PA (Personal Assistant), an EA (Executive Assistant) or secretary you may be asked to undertake an appraisal, this could be for junior members of staff. An Appraisal, Performance Review or Staff Review happens once a year. The appraisal gives the employee and the employer an opportunity to openly discuss the previous years working structure.
Some General Guidelines
Conducting an appraisal if you are a PA
Appraisals are on an individual employee’s job description. If you are conducting the appraisal you need to ensure that you are aware of the employee’s job description and not undertake a comparison with other employees. You also have to be aware that the appraisal is on their past performance and not on what you would like them to do. That is the value of job analysis and detailed job descriptions.
A rating system may form part of the appraisal process. The rating system could be a numerical, alphabetical system or a combination. All PAs or secretaries conducting an appraisal should be trained on the rating system used. A good rating could result in a pay rise or promotion. It is important that the rating system is robust, understood and utilised.
A Performance review or appraisal is one of the tasks managers hate to do, and employees hate to receive. The entire process can cause sleepless nights for both concerned and create lots of anguish. However, I would like to suggest that you may be looking at a performance review in a rather negative way.
A performance review should be a process that you look forward to and not something to be feared or dreaded. An Appraisal is an opportunity for you to talk to your employer about you. Within the conversation, you will discuss your current role as a PA or Secretary within the organisation and your Job Description. You could also discuss any potential career development or progression that you would like to achieve in the company.
Businesses work hard to get contact details from existing clients and new possible clients. Just take a look at your local supermarkets and insurance companies. They all want your contact details.
Businesses also work hard to keep a client happy, loyal and hopefully become an advocate for the services or products. There is just as much hard work and time invested in finding a new client. This all has a cost to the business because:
What comes to mind when you think about the skills that make exceptional PAs, secretaries, and administrators? Organisation? Efficiency? Multitasking? While these are all essential, there’s one skill that quietly underpins them all: listening.
Listening isn’t just about hearing words. It’s about understanding, connecting, and responding in a way that helps you do your job better and strengthens relationships with your colleagues. The ability to truly listen is a superpower, and like any superpower, it takes practice to master.
Why Listening Matters
We’re often the go-to person for information and problem-solving in our roles. Whether it’s capturing instructions, taking minutes in a meeting, or understanding a colleague’s needs, listening is the foundation of it all. But here’s the kicker: on average, most of us only retain 30-50% of what’s said in a conversation. Shocking, right? It’s no wonder that miscommunication happens so often. As PAs, secretaries, and administrators, this is where we need to step up. Developing strong listening skills helps us bridge that gap, ensuring nothing important slips through the cracks.
Sometimes, it’s not just what’s said, it’s what’s unsaid that matters. I learned this lesson during a conversation with a colleague who asked if I knew how to input invoices. At first, it seemed like a straightforward request. But when I asked if he needed help with data entry, it became clear that wasn’t the issue. The real problem? The VAT was in chaos, and he needed help sorting it out.
This experience taught me that listening isn’t just about words. It’s also about tone, body language, and context. These subtle cues often reveal the bigger picture, and as professionals, it’s our job to piece it together.
The Five Pillars of Exceptional Listening Skills
Ready to level up your listening game? Here are five essential aspects to focus on:
Pay Attention: Stay present. Look at your colleague directly and avoid distractions like checking your phone or glancing around. Pay attention not just to their words but also to their body language. Are they anxious? Excited? Nervous? These cues provide valuable insight. Show You’re Listening – A little encouragement goes a long way. Nod occasionally, make eye contact, and use verbal affirmations like “I see” or “Go on.” But don’t overdo it—no one likes a chorus of “uh-huh” after every sentence. Clarify and Confirm: Repeat what you’ve heard when receiving instructions. For example, “So, you’d like me to prioritise the client’s report and follow up on the invoices, correct?” This simple step prevents misunderstandings and reassures your colleague that you’re on the same page. Be Patient: This might be the most challenging skill to master. Resist the urge to interrupt or jump in with solutions. Let your colleague finish speaking before asking questions or offering ideas. Sometimes, just allowing them to articulate their thoughts leads to a clearer conversation. Respect Their Perspective – Listening isn’t just about understanding tasks. It’s also about building trust. Respect your colleague’s time, ideas, and opinions, even if you see things differently. Collaboration thrives on mutual respect, so approach every conversation with a team-focused mindset.
The Bigger Picture: Types of Listening Skills
Listening comes in many forms, and each plays a unique role in your professional toolkit.
Active Listening: Fully focusing on the speaker, engaging with their message, and responding thoughtfully. (Check out my recent blog post on active listening for more tips!)
Reflective Listening: Listening with empathy and reflecting back emotions or concerns to build understanding.
Passive Listening: Taking in information without immediate engagement, often useful in observational scenarios.
In the coming weeks, I’ll dive deeper into reflective and passive listening, exploring how these approaches can enhance your role as a PA, secretary, or administrator. Stay tuned!
Listening Skills: The Key to Your Professional Growth
Mastering listening skills isn’t just about doing your job well—it’s about excelling in your role and becoming an indispensable part of the team. When you listen effectively, you:
Build trust and rapport with colleagues.
To gain clarity and avoid misunderstandings.
Handle tasks more efficiently and confidently.
By honing this skill, you’ll meet and exceed expectations, paving the way for personal and professional growth.
What’s Next?
Listening is a journey, not a destination. Start by practising the five pillars above, and don’t forget to explore different listening styles to expand your skill set. Check out my article on Active Listening for actionable tips you can implement today. Keep an eye out for upcoming posts on Reflective Listening and Passive Listening, where we’ll explore how these approaches can make you an even stronger communicator. Are there any listening challenges you face in your role? Share your thoughts in the comments—I’d love to hear from you!
Credit control gives the impression that it is a dark art surrounded by mystery. People think it’s a hard task to undertake; they feel that the person on the other end of the telephone is going to be rude to them or they could ask questions that they simply don’t have the answers. However; the biggest fear appears to be the fact that; we can become very uncomfortable asking people for money. If a business has provided a product or service they are entitled to receive full recompense for that product or service.
Credit Control doesn’t have to become a difficult endeavour, once you have momentum, you will become exceptional at credit control. Below are some suggestions on how to tackle credit control.
Credit Control Tips
Make sure you are clear of all distractions as you are going to have to concentrate on one task at a time. That task has to be credit control.
Have a copy of the document/invoice(s) in front of you for reference.
Ensure you are familiar with the lay of the invoice as you will have questions. These questions will range from the invoice number, the quantity of goods purchased, the unit price of the goods, total price of the goods. There could be other questions that can easily be answered with a copy of the invoice in front of you.
In a calm manner, pick up the telephone and ask to speak to the accounts payable or ask to be put through to the person who deals with accounts queries.
Firstly introduce yourself and ask for the name of the person you are talking to. Explain in a friendly voice that you are calling on behalf of your employer (or yourself). You need to engage them in friendly conversation and explain that you are chasing payment for an outstanding invoice(s). There is no need to be aggressive or abrupt and will appreciate your calm approach. They may ask you a few questions about the invoice. Above all be helpful and reply to all the questions asked. The object of the call is to make sure they become receptive to your request for payment of your invoice.
Stay your ground
Ask when can you expect remit of the invoice. They may ask you to resend the invoice. If they do, send a copy via email and put a copy in the post. Then ask them again when can you expect to receive full payment of the invoice. Ascertain any problems with the invoice. What is preventing them paying the invoice as payment is overdue in accordance with your terms and conditions.
A cheque may need to be authorised by am a manager, or the invoice needs to be approved. In that instance, ask them when you can expect this to happen.
Thank them for their time.
Write on the invoice, on your accounts package or on an excel spreadsheet the outcome of your conversation. Write clearly the date that they said you can expect payment. In addition if you have sent a copy invoice, write the day you emailed the copy invoice and sent one in the post.
Enter a note in your diary to make an additional call to the person to make sure they have received a copy of the invoice. If the payment was expected on a particular date and has not been received, call again on that date. Tell the person that the payment has not been received and find out if there are any issues.
How to do credit control successfully
What if your client won’t pay you if you are a Virtual Assistant?
There could be occasions when your client, simply isn’t going to pay your invoice. On occasions like this, you are going to have to make the decision if you are going to embark on legal action. Legal Action could involve a solicitor or small claims court. In some circumstances, it may advantageous to write the debt off. In conclusion, the amount of the outstanding invoice may dictate the severity of your action.
Welcome to our online magazine from Julie and the team. If you have been on one of Julie’s training courses, you know she is passionate about PA, EAs and Secretaries being the best they can be. She also has very strong opinions about what a PA, EA and Secretary should and shouldn’t do. If you have a question, or would like to add an article, please get in touch. We would love to hear from you.
