Being an effective Secretary or Personal Assistant (PA) requires much more than just technical and organisational skills. While managing schedules and meetings is part of the job, your success truly depends on your ability to connect with people and manage relationships effectively. These "soft skills" are the real game-changers that separate good PAs from great ones.
How do you know if you have strong people management skills? One simple question to ask is: "How well do I work with others?" But digging deeper, the answer often goes beyond surface-level qualities like being "friendly" or "helpful." To be a truly effective PA, you need specific, actionable skills that enable you to work seamlessly with different personalities, manage tensions, and keep the workplace running smoothly.
1. Communication
One of the most important skills for any Secretary or PA is clear and effective communication. You act as a bridge between your executive, colleagues, and external contacts. This means your ability to communicate concisely, understand different perspectives, and ensure messages are accurately relayed is critical.
- Listen actively: Listening is key to understanding not just what people are saying, but also the underlying concerns or questions they may have. Active listening helps you better support your executive and other stakeholders.
- Be clear and concise: Whether you are conveying information to your boss or liaising with other departments, it’s vital to be direct and clear, avoiding misunderstandings that could cause unnecessary issues.
2. Emotional Intelligence
Emotional Intelligence (EQ) is your ability to recognise, understand, and manage emotions—both your own and those of others. As a Secretary or PA, EQ is critical in managing interactions, particularly when dealing with high-pressure situations or challenging personalities.
- Self-awareness: Understand how your emotions influence your actions and how they might affect others. Being aware of your reactions helps you remain professional, even during stressful times.
- Empathy: Recognise how others are feeling, which allows you to respond in a supportive and constructive way. Empathy is a major part of building trust and good working relationships.
3. Conflict Resolution
Conflicts can arise in any workplace, and as a PA or Secretary, you may find yourself in the position of managing or mediating disputes. Having strong conflict resolution skills helps maintain harmony within your team and ensures productivity remains high.
It’s crucial to remain impartial and not take sides when managing conflicts. This helps keep the conversation focused on finding a solution. Rather than dwelling on the problem, direct the conversation toward finding an actionable resolution that works for all parties involved.
Handling conflict well prevents small issues from escalating and ensures everyone can get back to their work feeling understood and respected.
4. Delegation
While Secretaries and PAs may not always have formal authority, there are still times when you need to delegate tasks to others. Understanding how to delegate effectively is a key people management skill that helps in optimising efficiency and maintaining workflow.
Recognise the strengths of team members and delegate tasks accordingly. Assigning work based on individual skills can lead to better outcomes and increased productivity. Also, make sure instructions are clear when delegating tasks, and be available to answer questions. This reduces the risk of misunderstandings and helps the task get done right the first time.
5. Flexibility and Adaptability
The work environment can change rapidly, and as a Secretary or PA, you need to be flexible. The ability to adapt your people management approach based on circumstances is crucial for keeping things running smoothly.
Every individual has different working styles and preferences. Adjusting how you interact with different people can make your communication more effective. When priorities shift or unexpected challenges arise, demonstrate a positive attitude towards these changes and help guide others through them.
Being adaptable helps maintain a productive environment, even when things don’t go according to plan.
6. Assertiveness
Being assertive means expressing your needs, setting boundaries, and communicating confidently—all without being aggressive. For Secretaries and PAs, assertiveness is vital for ensuring your own well-being and ensuring your voice is heard in the workplace.
It’s important to set boundaries, especially when you’re already managing a full workload. Saying no politely but firmly helps maintain productivity without overloading yourself. When needed, be willing to speak up on behalf of yourself or your manager, whether it’s to secure important resources or to maintain a realistic workload.
Assertiveness can make the difference between feeling overwhelmed and having a balanced workload.
Our People Management Skills for Secretaries & PAs Course
Our People Management Skills for Secretaries & PAs course is tailored specifically to help Secretaries and PAs improve their skills in managing both tasks and people. Designed to complement Personal Organisation skills, this course provides practical tools that focus on improving the interpersonal aspects of your role. It recognises that being effective in managing people requires more than just following processes—it requires strong emotional intelligence, adaptability, and effective communication.
In this course, you will enhance your self-awareness, learn to adapt your approach to fit different personalities, and practise applying new skills directly to your work environment. Available throughout the UK, our people management courses help Secretaries and PAs gain the confidence and expertise they need to work effectively with colleagues and senior executives alike.
Elevate Your People Management Skills
Being a successful Secretary or PA requires much more than organisational prowess. By developing people management skills like effective communication, emotional intelligence, and adaptability, you can significantly enhance your ability to support your executive and contribute positively to your team.
If you want to take the next step in your career, consider enrolling in our People Management Skills for Secretaries & PAs course. It’s designed to provide practical, real-world skills that will help you manage people more effectively, reduce workplace tensions, and create a more productive environment for everyone.