What are the best practices for handling difficult situations as an executive assistant?

As an executive assistant, I try to handle difficulties with a personalized approach: Addressing a scheduling conflict: I try to uncover and resolve a miscommunication promptly. I think assertive communication ensures efficient task management during critical situations. Seeking feedback from colleagues fosters teamwork and provides me with alternative perspectives. Maintaining composure in the fast-paced aviation industry is key to overcoming challenges. Embracing technological changes, I upskill during system upgrades, turning challenges into opportunities. (Sounds Cliche, but works.) Last but not least, proactive networking within the industry builds personal connections for invaluable insights.

Understanding the precise problem definition is key. Before tackling symptoms, dig for the why and how. We gather diverse perspectives, prioritize impact, and frame issues objectively. By clearly communicating our well-rounded understanding, we pave the way for efficient, sustainable solutions. Remember, it's not just what's wrong, but why and how we fix it that matters.

In my experience as an executive assistant, one thing I've found helpful in handling difficult situations is maintaining a calm and composed demeanor, even under pressure. When faced with a challenging situation, I took a moment to gather information, assess priorities, and communicate transparently with both my executive and the concerned parties. This approach not only diffused tension but also showcased the importance of clear and open communication. Remembering to stay adaptable and solution-oriented has proven to be one of the best practices in navigating complexities efficiently.

Communicating effectively, concisely and backed up with data or facts, will help to avoid being "assertive" - which can be taken very poorly if delivered in the wrong way and tone. There is a huge difference. We can sometimes be faced with backlash if we are seen to come across as "too assertive" and there is a fine line between mastering effective communication and creating a new issue with tone and delivery. If you have a good rapport and working relationship with your teams, you will already know how to adapt, and be flexible in your approach to get your information across well. NETWORK LEARN GROW

Understanding yourself and how you react emotionally helps when handling difficult situations. Ask yourself these questions "What is in my control?" If people you are communicating with are becoming elevated remind yourself you don't own their reaction. In tense situations, it may be helpful to take a break and tackle the issue another day.

I have found that pausing can really help. If you feel someone has responded to an email in a disrespectful manner, instead of shooting off a response or defense, let your emotions play out and then later reevaluate the email. Are you adding a tone that might not exist? Did you misread it or take something the wrong way? Sometimes you just need to reevaluate an email and you'll see everything is okay. Other times, you will need to address disrespectful behavior and set boundaries with them. Additionally, consider the importance of perspective-taking. Take a moment to understand the sender's point of view and intentions. This can prevent misunderstandings and enable you to respond more constructively, fostering better communication.

However, be careful to watch out for true disrespect and true mistreatment. Regardless of your mistakes, no one should ever yell at you, belittle you, or throw things at you. It is important to be resilient and to grow from mistakes, but it is also equally important to read books about setting healthy boundaries, and to learn to identify manipulative, abusive, or narcissistic behavior and not to tolerate such behavior. If you grew up in an emotionally-abusive household, you might not recognize such abuse and need to work on self-healing and identifying what is abusive. Sometimes you can set boundaries, while other times you will need to leave a toxic work environment and search for a healthier and more respectful workplace.

Unravelling and sometimes being the referee in difficult situations is something an Assistant is naturally great at. You are the voice of reason, the diplomat and the solution-finder. Handling difficult situations is something I would say we excel at, uniquely and flexibly with your Executive and wider teams daily. Communicate often and well assess what works and move on from what doesn't. NETWORK LEARN GROW

Understanding that people have different communication methods and preferences is a good place to begin. Methods of communication can often lead to misunderstandings and make things difficult.