"Best Ways to Keep Your Professional Edge and Remain Indispensable"

What does it mean today to be "professional"? Having confidence? Poise? Being sharp or adept? All these descriptions are true. But there's more to it if you're a personal assistant who wants to remain indispensable in the workplace now and in the future.

Here's my definition, based on nearly 35 years studying best practices of top assistants and executives:

Professionalism is a 360-degree awareness of the impact that your behaviour, words and actions have on the people you support, not to mention your overall effectiveness. It's accepting responsibility for your image because it affects how others view your employer, your immediate manager and, ultimately, your performance.

No wonder your professionalism has such an impact on your career!

An Invaluable Trait

Whenever I bring up this topic in conferences and workshops, personal assistants – even at the highest levels – will tell me, "Oh, I know what you mean. I'm professional." True, they often are, and so they see themselves that way. The problem is, many of us get so caught up in the "busyness of business," as I like to call it, that we may let our high professional standards slide occasionally without even noticing it.

But we can't let that happen! We must guard and practice our professionalism as one of the most valuable traits in our administrative toolbox. That bears repeating, so let me say it again: Your professionalism is one of the most valuable traits in your administrative toolbox. With it, you can move mountains. Without it, well… let's just say you wouldn't be reading this if you didn't have it already!

There are certain traits and skills that exude professionalism and can help vault your administrative career. Here's my list of personal assistant "dos" and "don'ts" to review. See which ones apply to you – and look for areas where you can improve:

The 'Do' List

• Practice punctuality. Be on time. In fact, strive to be ahead of schedule. Idea: Bring a "to read" file with you to meetings so that, while you're waiting for people to arrive, you can stay productive.



• Shake hands like you mean it. Avoid wimpy handshakes. What kind of message does that send? Instead, grasp the other person's hand firmly, interlocking thumbs and giving a slight squeeze that says, "I'm confident. I'm glad to meet you."



• Stand for introductions. Unless there's a physical reason you cannot stand when you're introduced to someone, the best way to show off your stellar manners is to stand and shake hands.



• Say "please" and "thank you." You wouldn't believe how often business people – including seasoned personal assistants – forget these time-honoured words of respect!



• Respond to RSVPs by the deadline. "RSVP" doesn't mean, "Respond only if you're attending." Translated from the French, it means, "Please reply" – one way or the other.



• Return phone calls promptly. It matters! What's more, answer the phone when you're in the office, even if you're swamped with work. (You'd be amazed how many personal assistants allow calls to go to voice mail – a no-no.) Make the best impression by being there when people need you or someone you support.



• Stay focused when listening to others. Contrary to popular practice, it's not OK to check e-mail while you're on the phone. What may seem like multi-tasking to some can seem rude or inattentive to others.



• Walk with poise. Ever see pictures of '50s women walking with books on their heads? You don't have to go to that extreme. Simply carry yourself well as you walk – with shoulders back, head up, and a smile on your face of course.



• Practice good grooming. Strive to ensure that your overall "image package" – hair, clothing, shoes, accessories and make-up – says to others, "I'm happy with myself. I'm attractive and enthusiastic about life and the work I do."



• Treat everyone with courtesy and fairness. The more temperate your attitude, the more comfortable people will feel coming to you with concerns, questions, ideas and problems that your superiors will appreciate knowing. Equally important, you'll be better able to manage crises and difficult people so their impact on the workplace is minimal.

And now, practices you'll want to avoid. (Thank heavens, there are fewer of these.)

The 'Don't' List

• Talk or laugh loudly. This is especially true when you're using a mobile phone or addressing a personal issue. Discretion, and a lower tone of voice, is usually best.



• Cry in front of others. The crying, emotionally frustrated professional woman is one of the worst negative stereotypes in business today. If you feel the need to show emotion, step away, manage your feelings and then return to the situation with composure and more confidence.



• Decorate your workspace with "cutesy" things. Toys, stuffed animals and other items can send the wrong message about your professionalism. Keep personal items on your desk to a minimum: a few framed photos and any tasteful art that distinguishes your personality and promotes your office prestige.



• Barge into someone's workspace. Knock first. Ask if it's a good time to talk. If not, agree on a better time and leave. Avoid hovering, which can hamper privacy and productivity.



• Share confidences. Though you're surely aware of this "don't," it bears repeating – especially for assistants working in smaller offices and departments where people know each other well. Keep your defences up at all times: You're a hub of information, and colleagues are clever about the ways they'll try to extract information.



• Allow discontent to spread. Positive attitudes – not negative ones – keep morale high and help managers and employees work better together. So be sure to limit negative talk in the workplace to the best of your ability – either by opting not to participate or stating, "I think it's best if we don't discuss that."

Keep these important points in mind, and you'll remain a consummate administrative professional – one your peers will look up to and managers will respect and admire!