Administrative Professionals Have the Qualities Needed to Survive Disruption

If you’re an administrative professional, you are the critical bridge between your boss and your co-workers.  As we head toward Administrative Professional’s Day, April 22, our hats are off to you … as we consider what makes your job and talents unique (especially given today’s challenges).

Administrative professionals’ jobs are diverse. Even one individual’s job may flex over the course of a week or a day. And the current pandemic situation is clearly no exception. What’s changing for administrative professionals in the past few weeks, and what skills drive these highly adaptable individuals?

Administrative professional Casey McDowell talks about her ever-evolving role.  “Before COVID-19, at least 50 percent of my job was related to events in SkillPath’s Center for Business Development,” she says. “With social distancing, all the events and trainings held in the center are now postponed or offered in a virtual setting.  The other 50 percent of my time was spent supporting our CEO, our HR Senior VP and our board. With everyone so spread out, that portion is more important than ever.”

In just two weeks, McDowell has been relied on and become an expert in facilitating the constant communication (through video conferencing, calling, texting and email) needed to keep everyone on the same page. And because she herself is working from home, all this takes more advance planning and strategic thinking. “Last minute pivoting doesn’t always work, so I have to lay the framework for success in advance, as best I can,” she says.

The job of helping to keep employees engaged and having fun (while working remotely) is handled internally by a volunteer culture club. This group has also drawn McDowell in to assist with organizing and getting the word out about Spirit Week and various social media efforts.

McDowell’s quick-change act is being experienced by workers and administrative professionals across the world. Some are making this seem effortless.

Want to build key administrative professional skills? Learn more at The Extraordinary Administrative Professional, a three-hour, live virtual event, happening at various times in April and May.

Let’s take a closer look at the skills needed in the administrative professional’s role that enable them to shift priorities and methods on a dime.

1. Be adaptable – No matter what comes up, it’s critical that administrative professionals can adapt to any situation on the fly.
2. Be a problem solver – Difficult situations are part of the territory in these positions. Solving minor problems without taking them to your boss will lighten his or her load.
3. Radiate professionalism – As a representative of your boss and organization — and often the first point of contact — a firm handshake (when we’re doing that again), eye contact and a positive attitude are critical for every interaction, whether on the phone, over email or in person.
4. Have exceptional organizational skills – The best administrative professionals multitask while keeping everything in order. This is the only way you can catch the occasional curve ball without missing a beat.
5. Master time management – If you’re an administrative professionals, you aren’t just organizing and managing your own time, you’re managing your boss’s time too. Understanding priorities and controlling interruptions is critical.
6. Have strong communication skills – From emails to company-wide memos, your written communication should be clear and succinct. Phone etiquette and verbal communication must also be impeccable.
7. Understand your business and industry – Because you communicate with professionals throughout your organization and industry, make sure you’re familiar with industry-specific terms, acronyms or jargon. And stay abreast of industry changes, competitive situations and key clients.
8. Be diplomatic and discreet – Office politics and gossip have no place in your role. You don’t want to become the message bearer for complaints to the boss, so instead you should offer to set up a meeting with the boss. And it’s also critical to keep a stiff upper lip when it comes to confidential information that crosses your desk.
9. Stay technically proficient – Sure, you need to know Microsoft Office, but you’ve got to be fearless when it comes to technology. Cloud-based apps, social media, databases, websites … explore and stay on the front edge of technology so you can jump in to help at a moment’s notice or offer alternatives.

This list of skills isn’t new. But when you consider each item, it’s easy to see why these flexible, resilient individuals are often the go-to people in times of change or disruption.