Managing "The Managers"

I was actually thinking of the right headline for this article only to find myself tangled with words which sounded a bit absurd: Managing "The Managers".

Is there such thing? I mean, someone to manage a manager? Does an experienced manager even need someone to manage them?! Well definitely yes.. mmmm.. what would be the odds anyway?

For what people know they are called Executive Secretaries or Admin Assistants. Whatever you'd like to call them, basically they do odd jobs for the managers and the top level executives such as managing their daily/monthly diaries, drafting contracts, proof reading documents, printing, filing et cetera, and the list goes on.

Quite simple as it seems but that's at least what we all know from the surface. Sounds effortless, probably easy and less complicated in comparison with the other positions in the corporate ladder. But what people don’t know, admin people and most of us would agree, hold the highest level of responsibility and confidentiality, making their role a crucial part in managing the managers.

I have been working as a Paralegal / Executive Secretary / Outsourced Admin Support for more than 10 years and although you might think my educational background, degree and work experience over qualifies me for the job (I mean, doing a typical admin role with all the "slash and dash" in each of the roles I play) well better think again. Even people graduating with MBAs or special high level degrees, masters or what not, there is no such thing as being over qualified if you only know the job in theory.

Although technically speaking, for an admin person, the most basic requirement is someone who is internet savvy, has good command in almost all Microsoft computer software and internet applications (not to mention the rise of cloud sharing, drop box, all other software management systems and CRMs as such) and exceptional English communication skills - both verbal and written, that does't qualify you per se - Because, I believe that experience and being capable of putting those theories and skills together for the best output, can consider you more than qualified for the job.

To be an effective admin person, in as much as IQ is important with all the skills that you need, "the most essential thing is putting emotional intelligence into use". Why? because you need to build that professional relationship not only with your boss but also with your colleagues. Trust and confidence is the key. Otherwise, however skilled and/or qualified you are, "it'll definitely not work".

So how to build trust and confidence with "thee" Boss? Simply...

1.Respect - If you have read the previous articles I published, you will find the same point to be the first one to consider in its general sense (in a professional and personal level) because respect breeds trust in such a way that your boss knows that you respect him more than the title he holds.

2. Setting Boundaries - Although circumstances cannot be avoided and there are times you need to stay up late at the office and you end up having your boss to drive you home (or at the very least offering to drive you home), and as it happens, once is enough, twice is reasonable, but more than that is totally unacceptable. You need to remind yourself that he is your boss, not your late night Uber driver.

Setting boundaries by saying "No" to your boss in any reasonable circumstance or more so in a personal circumstance, draws the line between you and him and is a sign that you respect him as someone you regard to have higher position in the company.

3. Communication - Be vocal and speak your thoughts. Nowadays, being meek and subtle won't do you justice and doesn't prove anything at all. Sharing your opinions (especially if and when needed) will make him feel that you are interested and highly engaged with your job.

4. Be Confident - As someone who manages majority of the critical and personal aspects of your managers' tasks on his/her behalf, you must have that confidence that you can do what is required to the maximum extent you can give. Being confident sends a message to your boss that he/she can definitely relay on you whatever he/she requests you to do.

5. Ask and Never Assume - While it is understood that admin people gets the pressure all the time, some would rather take an instruction haphazardly and decide for themselves that it was indeed the message the boss wanted to relay not knowing there is more to it than what you have thought of. Sometimes, we just don't want to give the "impression" that we cannot understand things clearly as soon as it was communicated on the spot. But mind you, it is always better to ask twice or even thrice to understand the instruction and the output that is expected rather than making a big mistake at the end of the day.

6. Never blame others, Accept the mistake & Correct it - Nobody is perfect. Everyone makes mistakes and sometimes you get a shout for it. If it's your fault, accept it. If not, then try to explain and give the boss the assurance that it will be corrected and will not happen again (at least try your best to avoid the same mistake repetitively).

Blaming others doesn't do anything at all, it will only create chaos and never ending pinpointing over and over until someone takes responsibility for it. So why not accept it head on and move forward--get things done and get over it!

7. Be Flexible and Resilient - Admin people consider their role as a 24-hour job. You don’t get to stick to the 8 hour rule because you are contacted by your boss whenever and where ever they need anything-- from passwords, on the spot reports/presentations or personal errands that are time specific. However, you also need to set the boundaries by informing your boss ahead of time that you need to ie. leave the office early, or you cannot be available on mobile on specific occasions. It is important to regain your personal time for yourself and with your loved ones as much as you want to always accommodate their requests.

8. Don't take it personal - Everything in the office, especially when you're having a bad day needs to stay in the office. Leave the stress behind and don't take it with you as an unfinished homework. Remember, it's only work and nothing personal! (Well, personally, until now, I am still trying my best to master this skill :)) I mean of course! there are those epic random moments of heated arguments with "thee" boss trying to prove a point and you end up despising him for being unreasonable- Definitely it happens! but at the end of the day, you'll just have to raise the white flag and surrender. Your case is closed- Move on!

9. Make them look good all the time - As an admin person, I learned that the result of your work surely and will 100% reflect on your boss. That is one of the reasons why your boss definitely has a great deal of expectation and thinks you can do almost everything- even if you don't have a clue at all. How you do it or what ever it takes for you to do what is needed, it doesn't matter! as long as you deliver. You must be the jack of all trades - skilled and ready to provide quick solutions to make them look good and professional at all times- Literally, if you have to break a leg, you need to find a way to break it whichever suits their requirement.

10. Be exceptional & Think like "thee" Boss- By exceptional means "be different" from being the typical admin person who only gets to do what he/she is asked or wait for the boss to tell you what to do. You're not a robot! You have to have that initiative to resolve issues within your reach to avoid unnecessary circumstances. Think out of the box and always provide solutions or suggestions - and of course not to be the cause of the problem.

Honestly, it takes a lot of courage to be an admin person because you get to be the front liner directly managing a boss who sometimes ("well most of the time" :)) can be moody, grumpy, annoying, unpredictable and all. You need to take all the blame and the shout even if it's not your fault, absorb the negative energy around and turn it to a positive vibe to be able to work and get along with your boss and your colleagues throughout the day.

It may sound cliche but accept it or not this is very much evident in the corporate world, not because managers do not know how to manage themselves, but because they need someone who are more organized and technically speaking- more knowledgeable than them in such a way that the only thing they need to do is decide, sign the paperwork and leave the dirty tedious work aside for people who we call Executive Secretaries or Admin Assistants.

On a more positive note, while all might sound like a struggle, the only consolation you get from all the pressure and high expectations is being exposed to a lot of things, a lot of people, going to places, attending conferences, learning new interesting ideas and concepts, where you can learn to level up your career one way or another.

Having said all these, the most important thing is that you need to enjoy every bit of what you are doing while also enjoying the company of your colleagues who are there to support you each step of the way.

Because as they say: Behind every successful manager, is a hardworking admin personnel.

***Photo Credits and Acknowledgements***

The photo header above was taken 4 years ago after a meeting we had in Cebu, Philippines. Paul was my 5 year long term Australian boss who was both my client and my mentor. I owe all the technical and hands on learning experiences from him as an Executive Paralegal and as a Manager/Stakeholder in one of his BPO companies where we were able to start up and manage a BPO company together, along with other team members.

To my lawyer clients and SME clients based in Australia and the USA, where I gained the time management skills and tech skills in using various web applications, CRMs, accounting and online management software systems. Handling clients with different professions, specialties and in various industry sectors enabled me to be resilient and be more adaptive to each of the work specifics they require.

To my current boss whom I've been working with for more than 3 years in the middle east, the professionalism and the personal encouragements I get in between serious work conversations and random chit chats before we end the day at work really gets me going despite countless struggles at the workplace. It's really such a great experience so far and looking forward for more challenges to come.

Disclaimer: Owners of the other photos/images that I have used for this article are unknown and are only randomly downloaded from the web for illustration purposes of what I wanted my article points to depict.