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The Definitive Personal Assistant & Secretarial Handbook, 3rd Edition

Book Description

The Definitive Personal Assistant and Secretarial Handbook, 3rd edition, is the bible for those in administrative roles. It provides help and advice on the skills necessary to excel at being a professional assistant.

Table of Contents

  1. Cover
  2. Dedication
  3. Title Page
  4. List of figures
  5. List of tables
  6. About the author
  7. Foreword by Jan Hills
  8. Foreword by Donna Coulling
  9. Acknowledgements
  10. Introduction
  11. 01 Using neuroscience to maximize your brain for excellence
    1. Understand your brain
    2. The physiology of the brain
    3. The triune brain theory and neurotransmitters
    4. Neuroplasticity
    5. Neuroscience and self-awareness
    6. Habits and how to rewire the brain
    7. Heart, brain and gut
    8. The importance of sleep
    9. Greater thinking
    10. U-SOFAR technique, by Sue France
  12. 02 Relationship management
    1. Our social brains
    2. Understand yourself before you try to understand others
    3. What the boss – assistant relationship means to your health and well-being
    4. Image, perception and first impressions
    5. Managing your state of mind
    6. The handshake
    7. Professional image
    8. The beginning of a business relationship
    9. What is expected of each other: knowing the boundaries
    10. Key attributes, skills and knowledge that bosses look for in an assistant
    11. Working styles
    12. Constant communication
    13. Assumptions
    14. Be proactive, anticipate needs, be prepared and exceed expectations
    15. Be accountable: take pride in a high standard of work
    16. Empathy
    17. Honesty and integrity
    18. Trust
    19. Office politics
    20. How to manage your boss
  13. 03 Compassionate communication
    1. Body language
    2. Visual, auditory and kinaesthetic
    3. Matching and mirroring
    4. Tone of voice
    5. Eye contact
    6. Use of space
    7. The ‘influential’ right side
    8. Hands
    9. Posture
    10. How to influence the ‘chemistry’ between you and your boss
    11. E-mail communication
    12. Listening skills
    13. Questioning skills
    14. Gossip
    15. Telephone etiquette
    16. Understanding and communicating with different cultures
    17. Language and compassionate communication with yourself
  14. 04 Confidence, self-belief and goal setting
    1. What is confidence?
    2. The feeling of confidence
    3. Act as if you are confident
    4. Think positive thoughts
    5. Focus on your strengths and boost your confidence
    6. Self-esteem, self-awareness and self-belief
    7. Internal ‘negative gremlins’ and internal ‘positive coach’
    8. Self-limiting beliefs
    9. Tools to change/eliminate negative gremlin voices
    10. The law of attraction
    11. The power of experiential learning
    12. Continual learning
    13. Methods of learning
    14. Appraisals and feedback
    15. Tips on how to receive constructive criticism
    16. Personal development plan (PDP)
    17. Goal setting
    18. Reticular activating system (RAS)
    19. Steps to help you achieve your goals
  15. 05 Dealing with difficult people and managing conflict
    1. A problem-solving technique
    2. Assertiveness
    3. Ground rules for discussions
    4. Strategies to help you deal with conflict and difficult characteristics of bosses
    5. Respond instead of react
    6. E-mail rage
    7. Real-life case studies on how to deal with difficult bosses/conflict
    8. Different types of management style
  16. 06 Time, organizing and stress management
    1. Time/task management
    2. Prioritizing the workload
    3. ‘Time thieves’
    4. Organizational skills
    5. Top tips for managing deadlines
    6. Stress management
    7. Mindfulness – be mindful and focused in the moment
    8. The CORE model
    9. Time management and lowering stress levels
    10. Advice on stress from assistants around the world
  17. 07 Organizing meetings and events
    1. Before the meeting: prepare and plan!
    2. During the meeting/event
    3. After the meeting: evaluate
  18. 08 Perfect presentations
    1. Preparation
    2. Confidence
    3. Content
    4. Practice
    5. During the presentation
    6. Ending the presentation
  19. 09 Ergonomics: your health and safety
    1. The work station
    2. A tidy desk leads to a tidy mind
    3. Principles of posture
    4. Ergonomic health breaks
  20. 10 Powerful networking
    1. The neuroscience of networking
    2. What is networking?
    3. The benefits of networking
    4. Where to network
    5. The secrets of power networking
    6. Remembering people’s names
    7. What to talk about while networking
    8. General points
    9. Create an internal network for assistants
  21. 11 A chapter to share with your boss
    1. Communication
    2. What bosses should know to work effectively with their assistants
    3. The law of expectations: communicate your expectations clearly
    4. How to motivate your assistant
    5. Focus on the development of your assistant
  22. 12 Confident minute taking
    1. Definition
    2. Personal benefits of taking the minutes
    3. Preparation
    4. During the meeting
    5. After the meeting
  23. 13 Harnessing the power of digital tools and social media
    1. The first step to using social media is to sign up
    2. The second step is to create a professional, credible profile
    3. The third step is to get people to connect with you/follow you
    4. The fourth step is to keep on communicating and building relationships
    5. Social media time management
    6. Twitter
    7. Facebook
    8. LinkedIn
    9. Other useful tools and tips
    10. Apps
    11. What you can use social media for
  24. 14 The successful assistant
    1. Compassionate communication
    2. Keeping up to date
    3. Organizing for success
    4. Yourself and others
    5. Networking and career development
    6. The future of the assistant
  25. Index