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!
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.
