March 27, 2024 • 30 mins
This episode is sponsored by Autograph Events - THE experts in providing a complete event management solution – from free global venue finding through to full onsite event management. Connect today and ask more about the collaborative promotion for our listeners!
Are your office conversations hitting the mark or missing the connection? Discover how to bring back the charm of telephone manners in an era where inboxes and instant messaging rule.
Craig and Jodie unpack the subtleties of office communication and invite you on a journey to rekindle the personal touch. From the strategic placement of contact details in email signatures to the art of phone introductions, this episode of the Crodie Files is all about mastering the blend of old-school etiquette with new-school tech.
Email threads can be a minefield of misunderstood tones. Hear us discuss the power of personalization in email crafting, and take away practical tips to aid your role. But it's not just about what you say it's about how you use your human intelligence (H.I.) to enhance your efficiency and warmth.
Lastly, from 'reply all' catastrophes to the nuances of executive boundary setting, Craig and Jodie draw from their vast experiences to offer solidarity and strategies for handling the hurdles.
Our listener question: "What certifications are helping assistants progress at the moment? There are so many with Post-nominal initials but what relevance (if any) do they offer and what results have you seen from investing in courses that give you this result"?
Our expert contributor: Joan Burge
Joan is the pioneer of the administrative training industry and the founder of Office Dynamics International. Joan has created numerous innovative programs and courses that inspire excellence and empower assistants to reach for the stars. She is the host of the Annual Conference for Administrative Excellence and the author of four books for administrative professionals. Connect with Joan Burge and Office Dynamics to explore training options and learn more.
Joan's LinkedIn
Office Dynamics LinkedIn
Free Webinars from Joan
Value Bombs
Joan Burge - "I love this question about certifications and designations. It's fabulous. So first of all, they are different. A certification does not always come with a professional designation, but a professional designation will include certification".
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
This episode was brought to you by Autograph
Events, our sponsor.
Speaker 2 (00:23):
Thank you for tuning in to the Crowdy Files.
Speaker 1 (00:25):
I'm Craig Bryson.
Speaker 2 (00:26):
And I'm Jodie Mears.
Speaker 1 (00:28):
And together we are the Crowdy Files.
Speaker 2 (00:32):
Welcome to Episode 11 , Navigating Office Protocol, a
podcast that provides essentialguidelines for administrative
assistance.
In this episode, we will bediscussing the importance of
office etiquette and how tonavigate it effectively.
Telephone etiquette.
Speaker 1 (01:05):
It's changed, is that ?
Speaker 2 (01:06):
even a thing anymore.
Speaker 1 (01:08):
Yeah.
Speaker 2 (01:08):
I like using the phone when I can, though.
Speaker 1 (01:10):
I use the phone when I want some answers now or if
I'm being introduced to a new EA.
I like to give them a call andgo Hi, how are you?
And introduce myself.
Speaker 2 (01:21):
Do you still have a desk phone?
Speaker 1 (01:22):
We use Jabba now, so it's all connected to your PC
and then your desk phone isdirected to your mobile.
But when you call through Jabbait comes out as your desk phone
number, so VoIP voice overinternet.
Speaker 2 (01:34):
Yeah, I'm very similar, so I call a telephone,
call a team's phone call.
But there are still, especiallyreturn to the office situation.
Yeah, are there telephone?
Are we still dealing withswitchboards?
Speaker 1 (01:49):
uh, maybe yeah, maybe we don't have a switchboard,
but we always have to dial zeroto get out.
Okay when I speak or callpeople, I feel I get to know
them better, a little bit moredefinitely, instead of reading
emails, because they can comeacross the email very sharp and
prickly, but then when you speakto them on the phone they were
(02:12):
such a different person that youenvisioned in your mind what
they were like.
Speaker 2 (02:16):
I think it comes down to the art of communication.
Speaker 1 (02:18):
Exactly.
Speaker 2 (02:19):
Communicating effectively.
You've got so many differentoptions to communicate these
days that I still like thetelephone option Telephone that
sounds so old-fashioned.
Speaker 4 (02:30):
Old-fashioned.
Speaker 2 (02:31):
A phone call any which way you like, Especially
when things are going back forthand the responses are getting
shorter and sharper and evenmore further away from the
initial question.
Speaker 1 (02:44):
Yeah.
Speaker 2 (02:47):
Grab the phone, yeah, and speak to people just as you
would in everyday life.
I don't think you need to havea particular etiquette.
Maybe if the sector is verymuch sales orientated, you will
have that natural, natural introoutro kind of structure to your
conversations yeah, but in oursituation, when those emails are
(03:10):
getting too much or whenthere's just lack of responses
on direct messaging on teams,for example, just try your luck.
Speaker 1 (03:18):
Make a phone call and sometimes the ears don't even
have their telephone number ontheir signature, so that is
sometimes never possible.
That's true, so you, have toemail them and go.
What is your telephone numberso you can get them a call?
Speaker 2 (03:31):
Make sure that we're not limiting our options to be
communicated with.
That's correct and for me thisis a good reminder.
Make sure I check my signaturewhen I get back.
Try to make sure I'm not goingto limit the ways in which
people can reach me.
Speaker 1 (03:47):
I agree.
Speaker 2 (03:48):
And if I am putting my mobile number, make sure
you're okay with being called onthat mobile number.
Yeah, I am, because it frees meup.
Speaker 1 (03:56):
Definitely.
Speaker 2 (03:57):
To be available, be reactive and responsive over a
variety of communication methods.
Yeah, I 100% agree, but I don'tthink there's any hard and fast
rules these days of you knowhow to answer the phone
correctly or your phone voice.
Speaker 1 (04:15):
It's funny when clients call me and I'm in the
office and I say who I am andhow can I address their question
.
But if a friend of mine callsme on my office phone, they say
can I speak to Craig Brysonplease?
And I said this, is he speaking?
And like oh, you sound sodifferent, you sound like very
(04:35):
professional and so totallydifferent voice.
And they didn't recognize.
When I answered the phone it'slike well, you called me on my
work phone and not my personalphone.
Speaker 2 (04:43):
Well, it's good in a way, because you can switch, and
that's all about adaptabilityand being able to be flexible in
your working environment.
I don't think you shouldnecessarily take your
personality away, but being ableto adapt to where you are.
Who's calling you?
Having that be ready voice?
(05:04):
Yes Of hi.
This is yeah.
Having that be ready voice ofhi.
This is Jodie.
How may I assist you?
Speaker 1 (05:08):
And sometimes, when they say, oh, it's Jessica from
this company, I'm like, oh hi,and you have no idea who they?
Are, but they talk to you as ifthey know you and they should
know you.
But you have so many clients togo through, so you just fake it
until you start realizing oh, Iknow who she is now.
Speaker 2 (05:24):
Yeah, yeah, yeah.
And that's the penny dropmoment, isn't it Of like so many
forms of communication thathave not seen that relationship
build up?
Personally, with that say, withJessica, yeah, because you've
been emailing back and forthmaybe for the last two or three
years.
Yeah, but you've never madethat human connection no.
Speaker 1 (05:42):
And I always have a different visual of that person.
I mean, I'm sure everybody outthere is listening to this.
When you're emailing somebody,I sort of create this picture of
what this person's like, butthen when you speak to them,
it's like, oh, that soundstotally different to what I
thought.
Or when you meet them, it'slike, wow, you are so different
in my mind and how do you dealwith that?
I don't tell them, you don'ttell them, because it can be a
(06:07):
compliment but can be an insultthat's true.
You gotta curb the insults, gregum, let's get on to email
etiquette.
How do you feel about that?
Well, it's a lot you can breakdown.
Mine is I know what yours is.
Speaker 2 (06:22):
Yours is very happy, positive.
Hi, how are you?
I hope you have a lovely dayand you make sure you have a
good day and a good evening, andyeah, yeah, and I think it does
make me smile though, exactlythat's what I want, yeah yeah,
and I'll try.
You have your in yourintroduction line and your your
icebreaker, and then you go inwith the actual.
(06:43):
This is what I need.
Yeah, in craig positivitylanguage closed by now.
You have a great evening andenjoy your weekend when it
arrives and.
Speaker 1 (06:54):
But then I get an email like tuesday at six
o'clock and I'm like I'mmortified I took all that time
to write there and I just get,and sometimes it'sly, I've grown
to get used to it.
It's not everybody is cut outof the same cloth.
No, no, what about you?
You're very professional.
You just get to the point.
(07:14):
This is what I want.
I like to get to the point.
Speaker 2 (07:17):
But I also like to read in between the lines of who
.
I'm emailing to.
This is why automated emailswon't work for me, because I
like to make sure I'm reactingto the person I'm speaking to,
and automated emails for me.
(07:39):
I know you can edit themafterwards or whatever but it
doesn't necessarily fit theperson that I'm emailing at the
time.
That's true.
So I do like to blend a littlebit of what you do with a little
bit of help from, say, Copilotor with generative AI, with
email content or formatsuggestions.
Mix it up to tailor it to therecipient, because I do think
(08:05):
it's important not to have somuch of a robotic structure to
your emails I agree.
Speaker 1 (08:11):
But I mean, all the listeners know that I have
dyslexia, way I write the way Ithink.
So now what I do now I've gotwhat's doing co-pilot is that I
write the structure of my emailand then I put it in and then it
sort of comes back shorter andto the point, but it's got my
style, and then I read sort ofad bits that it's taken out and
(08:32):
then I add it and that's helpedme a lot.
And by reading what ChatGPT haswritten I start remembering it
and then I tend to not useChatGPT because I've remembered
how to word the structure of theemail.
Speaker 2 (08:47):
That's the perfect way to do it, I think, going
forward if we just branch intothat topic slightly, because
that is a whole thing on its ownthat's generative AI at its
best.
It's a learning tool.
It's a prompt.
You put a prompt in, you get aprompt back.
If you don't solely rely onthat back and forth exchange
(09:10):
with say, in this instance,co-pilot, you're actually
learning a new way ofcommunicating and then having
that penny drop moment to thinkto yourself, oh, that's another
kind of new line I can pick up,and then I've remembered that,
like you said, I'll drop it intothe next email and for you,
then you're going to be usingthose tools less because you're
(09:34):
learning as you go, and that isso important.
It is important situation.
So when you're having a littlebit of time, of lack of
creativity, you think I justdon't even know what to say to
this person right now.
We've been over it 15 times overthe last 15 weeks.
What do they not get?
About me we have noavailability.
(09:54):
Had no availability 15 weeksago.
We still have no availability,you think?
Speaker 1 (09:59):
just not being rude, but yeah, you need co-pilot to
help you yeah, let's try and getto the point.
Speaker 2 (10:06):
Is it me not getting to the point?
Have I not said no, clearenough?
Is there a million ways to sayyou can't have that appointment,
you can't have that slot, it'sstill not available?
Yeah, so I do agree, that's anexcellent way.
That's an excellent use of thenew tools we have around email.
That is generating, in a sense,its own etiquette and its own
(10:32):
kind of voice, but as long asyou can keep it tailor-made, and
you'll start forgetting how tostructure a sentence Absolutely,
because you're depending onthat.
Speaker 1 (10:40):
So much that you won't even know how to write an
email.
So the younger generation theymustn't rely on that totally.
They need to let it to be aguide for them to create an
email, but don't use it all thetime.
It's like, for example, Iremember all my telephone
(11:00):
numbers before mobiles came outGosh you're good.
Speaker 2 (11:05):
Now I don't even know anybody's telephone numbers
before mobiles came out now Idon't even know anybody's
telephone number.
You had to ask someone for helpand you need to call your
partner and you think I am noidea what the phone number is no
, that's changed, that this thatis a big danger it is with yeah
, it's so good and it is sowildly amazing that it's going
to become addictive.
(11:26):
Yeah, using it in the way you'vejust used it and got a really
excellent, quick, fast responsereply, and then you think that
was amazing.
I'm just going to rinse andrepeat and do that again every
time yeah.
And then, like you said, youforget to learn from that.
So I've got a new thing that'sin my head.
Speaker 1 (11:47):
What is that?
Speaker 2 (11:47):
With the AI.
So when we're focusing, let'sbring this back to topic.
We go off topic quite a lot.
So with the auto-generatedemail you can use, is it quick
parts and things?
Speaker 4 (11:58):
in Outlook anyway, Definitely yeah, macros as well.
Speaker 2 (12:00):
Yeah, you've been able to use that for years, but
whilst we're moving into thisgenerative AI and all these
millions of tools, it feels likewe shouldn't lose sight of HI.
Speaker 1 (12:12):
Ah HI Human, oh human .
Speaker 2 (12:15):
Human intelligence Definitely.
Speaker 1 (12:18):
So we've, got artificial intelligence.
Yeah.
Speaker 2 (12:21):
And I'm thinking but what about human intelligence?
Is that going to dwindle orwill it increase, depending, on
how you use it.
That's so I'm whenever I hear aibecause ai is not just chat,
gpt and co-pilot, that'sgenerative.
Ai is in our world all the time.
Now anyway, yeah.
But whenever I hear ai, Iquickly think, yeah, but what
(12:46):
about the HI?
What about my humanintelligence?
Should I not be trying to keepup with what would be impossible
for me to keep up with AI andmy technology?
But you see where I'm goingwith it.
Speaker 1 (12:59):
I totally that's a good point.
When you said HI, I'm thinkingoh, there's a new software that
I don't know.
Do you want to add another oneto the list?
I think that's a good point.
Speaker 2 (13:04):
When you said HI, I'm thinking oh, there's a new
software that I don't know.
Oh, do you want to add anotherone to the list?
I think that's a really goodway of structuring.
I think, even though we'retalking about email etiquette in
this sense, it comes down toeffective communication.
Speaker 1 (13:16):
Communication.
Speaker 2 (13:18):
And your call to action at the end, what do you
want that person to respond with?
Speaker 1 (13:24):
I want them to send the email no, you don't.
No, I want them to send thediary invite right and it's like
, oh, it's in, done, deleted orperfect.
Speaker 2 (13:32):
So then your structure works for that person,
though, I may add, becausesometimes you can do all of that
, and then the recipient willstill come back with some weird
question and you think, yeah,but that having that call to
action after you've done allyour niceties and hi, how are
you, how was your coffee theother day?
(13:54):
and you haven't thrown them offcourse completely, I think,
having that call to action atthe end of the email, or even
what about copying that to thetop of the email in case your
email is too long.
Speaker 1 (14:07):
That's another thing.
I put everything that is likelocation, date, time in the
subject and if somebody emailsyou do not respond.
Change the subject Because whenyou're trying to search for an
email that a client or candidateit's going to be the same.
You need to change it to whatyou are going to be putting in,
even though you're replying tothe email or forwarding an email
on.
Speaker 2 (14:25):
I always change the subject.
Is that what you do?
Speaker 1 (14:27):
So that when my boss says, where did you get this
email, and I can actually typeit in and that will come up.
But I have to remember what thesubject was before, if I didn't
change it.
Speaker 2 (14:36):
That's a risk.
Speaker 1 (14:36):
That is a risk.
Speaker 2 (14:37):
Yeah, I guess if there's many people involved
involved, I wouldn't change thesubject.
Speaker 1 (14:43):
Okay, or start a new email, if it's just one and two
people.
Speaker 2 (14:46):
I think that's a good idea.
Speaker 1 (14:55):
And also never forward an email that your boss
has sent to a client's EA.
Always check what's down below,because there's probably
information there that'sconfidential.
There might be.
You don't want them to see, areyou talking from a horror story
experience, so I believe mymistakes is letting me know,
giving me feedback of how I canbetter myself Definitely and
knowledge is power.
By me making that mistake, Iwill never do it again.
Speaker 2 (15:17):
No way.
I think we've all done it.
I've definitely done it whereyou've replied all or you've
just hit forward and you haven'tgone through it, although in
recent times I have hit theforward button whilst checking,
because sometimes someone willforward you an email and say
(15:38):
something inappropriate in termsof let me give you some context
, jodie, deal with this withthis person again.
They're not getting it.
Tell them to leave me aloneyeah, and then you, and then I
forward it.
But I always switch on at thatpoint thinking, oh my, yeah, let
me delete that.
So if you can actually deletepart of the email train, as I
(15:58):
call it, or thread, when youforward, so I'll highlight and
delete that part, definitely.
So the middle part of thethread from my executive, the
content might be blank becauseI've deleted that.
Yeah, but I want to show inthat thread that my executive
has forwarded it on to me.
Speaker 1 (16:16):
Yeah.
Speaker 2 (16:16):
And now I'm replying on their behalf.
Speaker 1 (16:19):
Yeah, Reply all.
I hate reply all, especially ifyou're like it's for hr.
So if you're emailing hr or hremails you and they just want to
know how are you dealing withyour time, and then it's gone to
165 people and then people justreply all and it says well, I'm
(16:41):
going to be out with mydaughter or I've got blisters on
the back of my feet from thesenew shoes that I've just
received.
And then I was like just take meoff this list because you get
like 15.
And then you're thinking, oh,my inbox is full.
I can't believe I've got 15emails.
I've got to get through.
Then you realize, oh, justdelete the whole thing, and it's
frustrating.
Speaker 2 (17:06):
So always make sure that you check to see if it's
going to reply at all.
Yeah, it happens, isn't it?
Yeah, and you always feel forthe person who's hit?
Reply all I always want toreach out and say you didn't
mean to do that, did you well?
Speaker 1 (17:14):
and also you're trying to recall, recall, recall
, but once it goes out it'sdifficult because some emails
when you do a recall button inoutlook, if you're using outlook
, if you recall it, if thatperson's already read it, it
can't recall that email.
It can only recall emails thathave not been read.
Speaker 2 (17:30):
Am I the only person who can never, in a time of
panic, find the recall button?
Shouldn't there just be abutton all to itself on the
ribbon and it needs to be read.
Why is it in?
Someone's got to help me withthis one.
Why is it in file?
Why is it in?
Someone's got to help me withthis one.
Why is it in file?
Why is it in this?
And then you go to here, andthen you go to here, and it's
like I can't click six timeswhen I'm in a panic.
(17:51):
No, everything's blurred.
Speaker 1 (17:54):
Can someone help me with that please?
Speaker 2 (17:55):
There must be an option in Outlook specifically
to get that recall email now inone button, one click yeah.
Speaker 1 (18:07):
I have a couple of EAs that have a time delay on
their sent items, so you can goto settings and when you send an
email to a client or anybody,you have like one minute to go.
Oh, let me check that quicklyand then you open it up.
But it can also have a negativeeffect, because if your boss is
in a meeting and he's like 10minutes late, he wants that
(18:29):
document to go in, and you wantthe document now and it's like
I've sent it, I've sent it andyou're looking and it's that one
minute thing and it's in theoutbox, oh no.
But it does work more forpositive than negative, but it
does work more for positive thannegative.
Speaker 2 (18:44):
I've worked with that before in the actual inbox,
when we can hover when you wantto just read and then it
instantly marks it as read.
Oh yes, so I've got a settingthat will allow me to click on
an email, give me 30, 40 seconds, or I think I've got it for a
minute or something just to readit in the view pane.
(19:04):
Oh wow, and then it still ismarked unread oh, that's clever.
Yeah, just to give me a littlebit of time, because when you
click on an email in someoneelse's inbox, you think, oh God,
I don't want them to think I'mbeing nosy or I've read that.
I know you can mark it back asunread, but yeah, that's
something.
So what about professionalism?
(19:30):
Why do you think that we'veeven got that written down?
I've been noticing that there'sbeen a lot of information again
and LinkedIn posts aboutprofessionalism.
I just take that for granted.
Speaker 1 (19:42):
I thought that was a sort of standard.
Speaker 2 (19:44):
A given thing that everyone would know about.
Speaker 1 (19:47):
As soon as I walk into the office, my whole
persona changes and I act and Irespect other people and I also
interact with other people.
The way I want to be reactedwith, but mine is more sunshine
yellow, smiling and everybody'slike.
Craig, you're always smiling.
It's just like well, it makesother people smile.
It makes other people it does,and they always remember me so
(20:08):
and it can be.
Speaker 2 (20:10):
Professionalism is not something that's naturally
instilled into everyone as agiven trait, and things like
mood situation, mental health,physical health can all play a
part in how someone acts andreacts.
And that will in turn affectprofessionalism.
But I think, with someone likeyou and I, when we can read I
(20:32):
think all assistants actuallyhave that intuition to read
people really quickly, to knowif….
Speaker 1 (20:40):
He's in a bad mood.
Speaker 2 (20:41):
Yeah, let's just dial this back or not expect too
much professionalism.
The only thing I will not waveron, though, is common courtesy.
Oh, definitely, I think you canbe in the worst situation
mentally in the world, which isawful, but there still needs to
be manners and respect.
Speaker 1 (21:00):
Yeah, and I've noticed some executives that are
with other EAs.
When they had a horriblemeeting or in a bad mood, they
come out and they take all thatanger out on the EA and that
infuriates me, oh gosh.
And it's like you can't do that.
You need to go for a walk or acoffee and then come back.
(21:22):
You've got to respect your EA.
Speaker 2 (21:24):
Definitely Anyone at all.
But you know, is that boundarysetting?
Is that the fault as well ofthe person receiving it at the
time to not have the voice andthe confidence?
Or for me, that's happened tome, by the way I've just been in
total shock where I think howdo I actually respond to this
person?
(21:45):
Or am I sticking to my threestrikes and you're out?
Do that another two times andthen I'm going to say something.
Yeah.
But I think it comes back toequal reciprocal manners and
respect, like I said, butunderstanding how people feel,
yes, but on both sides, straightaway, has that person, has that
(22:08):
executive who's come out ofthat meeting had any idea on the
effect that speaking to thatassistant in that way is going
to have on them when they gohome?
Speaker 1 (22:17):
Oh, definitely, but in a way it could be fault of
the EA letting him get away withit on so many occasions instead
of saying and there was alwaysa place, a time for it, so you
go.
Oh, excuse me, can I have aword with you quietly in this
meeting room and say I do notfeel comfortable the way you
spoke to me earlier.
It really upset me If shedidn't do that right in the
(22:38):
beginning.
He thinks he can get away orshe thinks he can get away.
Speaker 2 (22:40):
Well, they might be completely oblivious.
Speaker 1 (22:43):
There's that option too.
Speaker 2 (22:44):
Some people just don't get it.
Speaker 1 (22:46):
Yeah.
Speaker 2 (22:46):
And they don't connect the dots because that's
the way they are.
Yeah, and I have a problem withthat also I have a problem.
Speaker 1 (22:52):
I just like do not talk to anybody like that.
Speaker 2 (22:55):
No and the response is optional.
But even no response is aresponse.
It's true, so pick your time,but I think you need to have
that conversation and tone.
Speaker 1 (23:06):
Yeah.
Speaker 2 (23:16):
And we're going to be speaking about this in other
episodes.
But my TTT, my timing, my toneand the turf that I'm on, yeah,
there's a way of dealing withany situation effectively by
choosing your moment andchoosing your tone in which you
say it and just letting peopleknow.
Not, you know what, I know youmust have had a really bit bad
meeting and did that not go sowell and you might get into a
conversation.
Well, just to let you know thatI felt really shocked and hurt
(23:38):
when I got that reaction fromyou and just approaching a
conversation and just see whatyou've met with.
I just get a cup of tea.
Speaker 1 (23:47):
And then I go to the vending machine get a chocolate
and I go to the bar and the execand say you look like you need
a cup of tea and a Twix.
And then I don't get shouted atbecause you've just been.
Speaker 2 (23:59):
Just diffused everything Exactly, yeah,
excellent.
The Crowdy Files is brought toyou by Autograph Events, our
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(24:21):
team building and off-sitemeetings.
They can help us plan it all.
They offer that extra pair ofhands, a bit like the
assistant's assistant.
The best part is, theyunderstand how we like to work.
They understand our role.
So for more information, emailevents at autograph-eventscouk,
(24:42):
quoting CrodiFiles2023, to findout how they can help you plan
your next event and for yourpersonal reward.
Terms and conditions apply.
Please see our websitecraigandjodiecom.
Speaker 1 (24:59):
So we have a listener's question.
Speaker 3 (25:09):
Hi Crudie, what certifications are helping a
person's progress at the moment?
Hi Cody, what certificationsare helping assistance progress
at the moment?
There are so many withpost-nominal initials, but what
relevance, if any, do they offerand what results have you seen
from investing in courses thatgive you this result?
Speaker 2 (25:31):
We are over the moon to introduce our expert
contributor to answer thislistener question.
For us, joan Burge is thepioneer of the administrative
training industry and thefounder of Office Dynamics
International.
Joan is an accomplished author,speaker, consultant and
corporate trainer who has workedwith premier corporate clients
(25:53):
globally.
To find out more about JoanBurge and Office Dynamics, check
out the show notes for thisepisode and our website for more
information, plus a link tofree webinars.
Speaker 4 (26:07):
Hi Crowdy.
Thanks so much for asking me tohelp you answer this listener
question.
I'm Joan Burge, founder and CEOof Office Dynamics
International.
We are a global leader in thedevelopment and presentation of
sophisticated training programsand information for
administrative professionals,and we have been doing this
(26:29):
since 1990.
I love this question aboutcertifications and designations.
It's fabulous.
So, first of all, they aredifferent.
A certification does not alwayscome with a professional
designation, but a professionaldesignation will include
(26:52):
certification.
Professional designation willinclude certification.
So they are different and itwould be really important for
administrative professionals topay attention to those
differences when they areseeking a certification or a
designation.
Now, as far as professionaldesignations, there are two ways
you can achieve that.
The most common is by studyingmaterials, attending maybe some
(27:15):
virtual classes, taking a testand passing the test.
Ours is a little unique in thatthey are curriculum-based
designations, meaning you haveto attend and take the courses
and able to even apply for adesignation.
Professional designations arecarrying a lot more weight today
(27:38):
than they did in the past, anda professional designation is
easily visible to others becausethey see the initials after
your name.
So I would vouch for aprofessional designation course.
As far as the relevance also.
This is more important todaythan ever.
(28:00):
In the past, professionaldesignations were important but
not necessary, and organizationsstarted moving toward requiring
college degrees.
Now, in the last two years,everything is shifting in the
workplace, where organizationsand leaders are going to place
more value on certifications anddesignations, plus hands-on
(28:26):
experience, while there are noguarantees that you're going to
get a raise because you have adesignation or a higher level
position, you definitely willstand out by having those
credentials, though, becausethey do show that you take your
career seriously, that you'recommitted, that you're
disciplined and you're a realgo-getter.
Speaker 2 (28:50):
Well, that was amazing hearing from Joan Burge,
the expert in learning anddevelopment for administrative
professionals.
I guess the main takeaway islearning and development is
always a good idea.
It shows commitment to your owngrowth but if it is for
something very specific and youhave an end goal, be cautious,
as it's not a guarantee.
(29:10):
We're now going to get backinto discussing this episode.
Well, that was a reallyinteresting conversation.
I like that one.
I think you could go on foreverabout etiquette and whether we
should even call it etiquettethese days, but that's too old
fashioned.
Speaker 1 (29:25):
It is old fashioned.
Speaker 2 (29:26):
It is.
So if you've got any ideas ofwhat the name could be apart
from etiquette, let us know.
But ultimately, etiquette, ifyou want to call it.
Etiquette, is so crucial inmaintaining a professional image
, a persona and building strongrelationships with colleagues,
peers and even friends.
You can transfer that intoeveryday situation and it will
(29:49):
just build more credibility andvisibility to you when you're
seen and heard in a positiveprofessional way?
Speaker 1 (29:59):
Yeah, and also gives you that confidence, doesn't it?
It really does?
Yeah, thank you for listening.
In our next episode, MasteringCommon Administrative Assistant
Hurdles Strategies and SolutionsAdministrative assistant
hurdles set strategies andsolutions.
Speaker 2 (30:18):
We would love to hear from you.
Please like and subscribe soyou won't miss an episode, and
why not share your thoughts withus on our LinkedIn page, the
CrodiFiles, or visitcraigandjodiecom.
Speaker 1 (30:29):
I'm Craig Bryson.
Speaker 2 (30:30):
And I'm Jodie Mears and together we are the Croaty
Files.
Speaker 1 (30:35):
This episode was brought to you by Autograph
Events, our sponsor.
It's snow tomorrow.
This episode was brought to you by Autograph
Events, our sponsor.
Speaker 2 (00:23):
Thank you for tuning in to the Crowdy Files.
Speaker 1 (00:25):
I'm Craig Bryson.
Speaker 2 (00:26):
And I'm Jodie Mears.
Speaker 1 (00:28):
And together we are the Crowdy Files.
Speaker 2 (00:32):
Welcome to Episode 11 , Navigating Office Protocol, a
podcast that provides essentialguidelines for administrative
assistance.
In this episode, we will bediscussing the importance of
office etiquette and how tonavigate it effectively.
Telephone etiquette.
Speaker 1 (01:05):
It's changed, is that ?
Speaker 2 (01:06):
even a thing anymore.
Speaker 1 (01:08):
Yeah.
Speaker 2 (01:08):
I like using the phone when I can, though.
Speaker 1 (01:10):
I use the phone when I want some answers now or if
I'm being introduced to a new EA.
I like to give them a call andgo Hi, how are you?
And introduce myself.
Speaker 2 (01:21):
Do you still have a desk phone?
Speaker 1 (01:22):
We use Jabba now, so it's all connected to your PC
and then your desk phone isdirected to your mobile.
But when you call through Jabbait comes out as your desk phone
number, so VoIP voice overinternet.
Speaker 2 (01:34):
Yeah, I'm very similar, so I call a telephone,
call a team's phone call.
But there are still, especiallyreturn to the office situation.
Yeah, are there telephone?
Are we still dealing withswitchboards?
Speaker 1 (01:49):
uh, maybe yeah, maybe we don't have a switchboard,
but we always have to dial zeroto get out.
Okay when I speak or callpeople, I feel I get to know
them better, a little bit moredefinitely, instead of reading
emails, because they can comeacross the email very sharp and
prickly, but then when you speakto them on the phone they were
(02:12):
such a different person that youenvisioned in your mind what
they were like.
Speaker 2 (02:16):
I think it comes down to the art of communication.
Speaker 1 (02:18):
Exactly.
Speaker 2 (02:19):
Communicating effectively.
You've got so many differentoptions to communicate these
days that I still like thetelephone option Telephone that
sounds so old-fashioned.
Speaker 4 (02:30):
Old-fashioned.
Speaker 2 (02:31):
A phone call any which way you like, Especially
when things are going back forthand the responses are getting
shorter and sharper and evenmore further away from the
initial question.
Speaker 1 (02:44):
Yeah.
Speaker 2 (02:47):
Grab the phone, yeah, and speak to people just as you
would in everyday life.
I don't think you need to havea particular etiquette.
Maybe if the sector is verymuch sales orientated, you will
have that natural, natural introoutro kind of structure to your
conversations yeah, but in oursituation, when those emails are
(03:10):
getting too much or whenthere's just lack of responses
on direct messaging on teams,for example, just try your luck.
Speaker 1 (03:18):
Make a phone call and sometimes the ears don't even
have their telephone number ontheir signature, so that is
sometimes never possible.
That's true, so you, have toemail them and go.
What is your telephone numberso you can get them a call?
Speaker 2 (03:31):
Make sure that we're not limiting our options to be
communicated with.
That's correct and for me thisis a good reminder.
Make sure I check my signaturewhen I get back.
Try to make sure I'm not goingto limit the ways in which
people can reach me.
Speaker 1 (03:47):
I agree.
Speaker 2 (03:48):
And if I am putting my mobile number, make sure
you're okay with being called onthat mobile number.
Yeah, I am, because it frees meup.
Speaker 1 (03:56):
Definitely.
Speaker 2 (03:57):
To be available, be reactive and responsive over a
variety of communication methods.
Yeah, I 100% agree, but I don'tthink there's any hard and fast
rules these days of you knowhow to answer the phone
correctly or your phone voice.
Speaker 1 (04:15):
It's funny when clients call me and I'm in the
office and I say who I am andhow can I address their question
.
But if a friend of mine callsme on my office phone, they say
can I speak to Craig Brysonplease?
And I said this, is he speaking?
And like oh, you sound sodifferent, you sound like very
(04:35):
professional and so totallydifferent voice.
And they didn't recognize.
When I answered the phone it'slike well, you called me on my
work phone and not my personalphone.
Speaker 2 (04:43):
Well, it's good in a way, because you can switch, and
that's all about adaptabilityand being able to be flexible in
your working environment.
I don't think you shouldnecessarily take your
personality away, but being ableto adapt to where you are.
Who's calling you?
Having that be ready voice?
(05:04):
Yes Of hi.
This is yeah.
Having that be ready voice ofhi.
This is Jodie.
How may I assist you?
Speaker 1 (05:08):
And sometimes, when they say, oh, it's Jessica from
this company, I'm like, oh hi,and you have no idea who they?
Are, but they talk to you as ifthey know you and they should
know you.
But you have so many clients togo through, so you just fake it
until you start realizing oh, Iknow who she is now.
Speaker 2 (05:24):
Yeah, yeah, yeah.
And that's the penny dropmoment, isn't it Of like so many
forms of communication thathave not seen that relationship
build up?
Personally, with that say, withJessica, yeah, because you've
been emailing back and forthmaybe for the last two or three
years.
Yeah, but you've never madethat human connection no.
Speaker 1 (05:42):
And I always have a different visual of that person.
I mean, I'm sure everybody outthere is listening to this.
When you're emailing somebody,I sort of create this picture of
what this person's like, butthen when you speak to them,
it's like, oh, that soundstotally different to what I
thought.
Or when you meet them, it'slike, wow, you are so different
in my mind and how do you dealwith that?
I don't tell them, you don'ttell them, because it can be a
(06:07):
compliment but can be an insultthat's true.
You gotta curb the insults, gregum, let's get on to email
etiquette.
How do you feel about that?
Well, it's a lot you can breakdown.
Mine is I know what yours is.
Speaker 2 (06:22):
Yours is very happy, positive.
Hi, how are you?
I hope you have a lovely dayand you make sure you have a
good day and a good evening, andyeah, yeah, and I think it does
make me smile though, exactlythat's what I want, yeah yeah,
and I'll try.
You have your in yourintroduction line and your your
icebreaker, and then you go inwith the actual.
(06:43):
This is what I need.
Yeah, in craig positivitylanguage closed by now.
You have a great evening andenjoy your weekend when it
arrives and.
Speaker 1 (06:54):
But then I get an email like tuesday at six
o'clock and I'm like I'mmortified I took all that time
to write there and I just get,and sometimes it'sly, I've grown
to get used to it.
It's not everybody is cut outof the same cloth.
No, no, what about you?
You're very professional.
You just get to the point.
(07:14):
This is what I want.
I like to get to the point.
Speaker 2 (07:17):
But I also like to read in between the lines of who
.
I'm emailing to.
This is why automated emailswon't work for me, because I
like to make sure I'm reactingto the person I'm speaking to,
and automated emails for me.
(07:39):
I know you can edit themafterwards or whatever but it
doesn't necessarily fit theperson that I'm emailing at the
time.
That's true.
So I do like to blend a littlebit of what you do with a little
bit of help from, say, Copilotor with generative AI, with
email content or formatsuggestions.
Mix it up to tailor it to therecipient, because I do think
(08:05):
it's important not to have somuch of a robotic structure to
your emails I agree.
Speaker 1 (08:11):
But I mean, all the listeners know that I have
dyslexia, way I write the way Ithink.
So now what I do now I've gotwhat's doing co-pilot is that I
write the structure of my emailand then I put it in and then it
sort of comes back shorter andto the point, but it's got my
style, and then I read sort ofad bits that it's taken out and
(08:32):
then I add it and that's helpedme a lot.
And by reading what ChatGPT haswritten I start remembering it
and then I tend to not useChatGPT because I've remembered
how to word the structure of theemail.
Speaker 2 (08:47):
That's the perfect way to do it, I think, going
forward if we just branch intothat topic slightly, because
that is a whole thing on its ownthat's generative AI at its
best.
It's a learning tool.
It's a prompt.
You put a prompt in, you get aprompt back.
If you don't solely rely onthat back and forth exchange
(09:10):
with say, in this instance,co-pilot, you're actually
learning a new way ofcommunicating and then having
that penny drop moment to thinkto yourself, oh, that's another
kind of new line I can pick up,and then I've remembered that,
like you said, I'll drop it intothe next email and for you,
then you're going to be usingthose tools less because you're
(09:34):
learning as you go, and that isso important.
It is important situation.
So when you're having a littlebit of time, of lack of
creativity, you think I justdon't even know what to say to
this person right now.
We've been over it 15 times overthe last 15 weeks.
What do they not get?
About me we have noavailability.
(09:54):
Had no availability 15 weeksago.
We still have no availability,you think?
Speaker 1 (09:59):
just not being rude, but yeah, you need co-pilot to
help you yeah, let's try and getto the point.
Speaker 2 (10:06):
Is it me not getting to the point?
Have I not said no, clearenough?
Is there a million ways to sayyou can't have that appointment,
you can't have that slot, it'sstill not available?
Yeah, so I do agree, that's anexcellent way.
That's an excellent use of thenew tools we have around email.
That is generating, in a sense,its own etiquette and its own
(10:32):
kind of voice, but as long asyou can keep it tailor-made, and
you'll start forgetting how tostructure a sentence Absolutely,
because you're depending onthat.
Speaker 1 (10:40):
So much that you won't even know how to write an
email.
So the younger generation theymustn't rely on that totally.
They need to let it to be aguide for them to create an
email, but don't use it all thetime.
It's like, for example, Iremember all my telephone
(11:00):
numbers before mobiles came outGosh you're good.
Speaker 2 (11:05):
Now I don't even know anybody's telephone numbers
before mobiles came out now Idon't even know anybody's
telephone number.
You had to ask someone for helpand you need to call your
partner and you think I am noidea what the phone number is no
, that's changed, that this thatis a big danger it is with yeah
, it's so good and it is sowildly amazing that it's going
to become addictive.
(11:26):
Yeah, using it in the way you'vejust used it and got a really
excellent, quick, fast responsereply, and then you think that
was amazing.
I'm just going to rinse andrepeat and do that again every
time yeah.
And then, like you said, youforget to learn from that.
So I've got a new thing that'sin my head.
Speaker 1 (11:47):
What is that?
Speaker 2 (11:47):
With the AI.
So when we're focusing, let'sbring this back to topic.
We go off topic quite a lot.
So with the auto-generatedemail you can use, is it quick
parts and things?
Speaker 4 (11:58):
in Outlook anyway, Definitely yeah, macros as well.
Speaker 2 (12:00):
Yeah, you've been able to use that for years, but
whilst we're moving into thisgenerative AI and all these
millions of tools, it feels likewe shouldn't lose sight of HI.
Speaker 1 (12:12):
Ah HI Human, oh human .
Speaker 2 (12:15):
Human intelligence Definitely.
Speaker 1 (12:18):
So we've, got artificial intelligence.
Yeah.
Speaker 2 (12:21):
And I'm thinking but what about human intelligence?
Is that going to dwindle orwill it increase, depending, on
how you use it.
That's so I'm whenever I hear aibecause ai is not just chat,
gpt and co-pilot, that'sgenerative.
Ai is in our world all the time.
Now anyway, yeah.
But whenever I hear ai, Iquickly think, yeah, but what
(12:46):
about the HI?
What about my humanintelligence?
Should I not be trying to keepup with what would be impossible
for me to keep up with AI andmy technology?
But you see where I'm goingwith it.
Speaker 1 (12:59):
I totally that's a good point.
When you said HI, I'm thinkingoh, there's a new software that
I don't know.
Do you want to add another oneto the list?
I think that's a good point.
Speaker 2 (13:04):
When you said HI, I'm thinking oh, there's a new
software that I don't know.
Oh, do you want to add anotherone to the list?
I think that's a really goodway of structuring.
I think, even though we'retalking about email etiquette in
this sense, it comes down toeffective communication.
Speaker 1 (13:16):
Communication.
Speaker 2 (13:18):
And your call to action at the end, what do you
want that person to respond with?
Speaker 1 (13:24):
I want them to send the email no, you don't.
No, I want them to send thediary invite right and it's like
, oh, it's in, done, deleted orperfect.
Speaker 2 (13:32):
So then your structure works for that person,
though, I may add, becausesometimes you can do all of that
, and then the recipient willstill come back with some weird
question and you think, yeah,but that having that call to
action after you've done allyour niceties and hi, how are
you, how was your coffee theother day?
(13:54):
and you haven't thrown them offcourse completely, I think,
having that call to action atthe end of the email, or even
what about copying that to thetop of the email in case your
email is too long.
Speaker 1 (14:07):
That's another thing.
I put everything that is likelocation, date, time in the
subject and if somebody emailsyou do not respond.
Change the subject Because whenyou're trying to search for an
email that a client or candidateit's going to be the same.
You need to change it to whatyou are going to be putting in,
even though you're replying tothe email or forwarding an email
on.
Speaker 2 (14:25):
I always change the subject.
Is that what you do?
Speaker 1 (14:27):
So that when my boss says, where did you get this
email, and I can actually typeit in and that will come up.
But I have to remember what thesubject was before, if I didn't
change it.
Speaker 2 (14:36):
That's a risk.
Speaker 1 (14:36):
That is a risk.
Speaker 2 (14:37):
Yeah, I guess if there's many people involved
involved, I wouldn't change thesubject.
Speaker 1 (14:43):
Okay, or start a new email, if it's just one and two
people.
Speaker 2 (14:46):
I think that's a good idea.
Speaker 1 (14:55):
And also never forward an email that your boss
has sent to a client's EA.
Always check what's down below,because there's probably
information there that'sconfidential.
There might be.
You don't want them to see, areyou talking from a horror story
experience, so I believe mymistakes is letting me know,
giving me feedback of how I canbetter myself Definitely and
knowledge is power.
By me making that mistake, Iwill never do it again.
Speaker 2 (15:17):
No way.
I think we've all done it.
I've definitely done it whereyou've replied all or you've
just hit forward and you haven'tgone through it, although in
recent times I have hit theforward button whilst checking,
because sometimes someone willforward you an email and say
(15:38):
something inappropriate in termsof let me give you some context
, jodie, deal with this withthis person again.
They're not getting it.
Tell them to leave me aloneyeah, and then you, and then I
forward it.
But I always switch on at thatpoint thinking, oh my, yeah, let
me delete that.
So if you can actually deletepart of the email train, as I
(15:58):
call it, or thread, when youforward, so I'll highlight and
delete that part, definitely.
So the middle part of thethread from my executive, the
content might be blank becauseI've deleted that.
Yeah, but I want to show inthat thread that my executive
has forwarded it on to me.
Speaker 1 (16:16):
Yeah.
Speaker 2 (16:16):
And now I'm replying on their behalf.
Speaker 1 (16:19):
Yeah, Reply all.
I hate reply all, especially ifyou're like it's for hr.
So if you're emailing hr or hremails you and they just want to
know how are you dealing withyour time, and then it's gone to
165 people and then people justreply all and it says well, I'm
(16:41):
going to be out with mydaughter or I've got blisters on
the back of my feet from thesenew shoes that I've just
received.
And then I was like just take meoff this list because you get
like 15.
And then you're thinking, oh,my inbox is full.
I can't believe I've got 15emails.
I've got to get through.
Then you realize, oh, justdelete the whole thing, and it's
frustrating.
Speaker 2 (17:06):
So always make sure that you check to see if it's
going to reply at all.
Yeah, it happens, isn't it?
Yeah, and you always feel forthe person who's hit?
Reply all I always want toreach out and say you didn't
mean to do that, did you well?
Speaker 1 (17:14):
and also you're trying to recall, recall, recall
, but once it goes out it'sdifficult because some emails
when you do a recall button inoutlook, if you're using outlook
, if you recall it, if thatperson's already read it, it
can't recall that email.
It can only recall emails thathave not been read.
Speaker 2 (17:30):
Am I the only person who can never, in a time of
panic, find the recall button?
Shouldn't there just be abutton all to itself on the
ribbon and it needs to be read.
Why is it in?
Someone's got to help me withthis one.
Why is it in file?
Why is it in?
Someone's got to help me withthis one.
Why is it in file?
Why is it in this?
And then you go to here, andthen you go to here, and it's
like I can't click six timeswhen I'm in a panic.
(17:51):
No, everything's blurred.
Speaker 1 (17:54):
Can someone help me with that please?
Speaker 2 (17:55):
There must be an option in Outlook specifically
to get that recall email now inone button, one click yeah.
Speaker 1 (18:07):
I have a couple of EAs that have a time delay on
their sent items, so you can goto settings and when you send an
email to a client or anybody,you have like one minute to go.
Oh, let me check that quicklyand then you open it up.
But it can also have a negativeeffect, because if your boss is
in a meeting and he's like 10minutes late, he wants that
(18:29):
document to go in, and you wantthe document now and it's like
I've sent it, I've sent it andyou're looking and it's that one
minute thing and it's in theoutbox, oh no.
But it does work more forpositive than negative, but it
does work more for positive thannegative.
Speaker 2 (18:44):
I've worked with that before in the actual inbox,
when we can hover when you wantto just read and then it
instantly marks it as read.
Oh yes, so I've got a settingthat will allow me to click on
an email, give me 30, 40 seconds, or I think I've got it for a
minute or something just to readit in the view pane.
(19:04):
Oh wow, and then it still ismarked unread oh, that's clever.
Yeah, just to give me a littlebit of time, because when you
click on an email in someoneelse's inbox, you think, oh God,
I don't want them to think I'mbeing nosy or I've read that.
I know you can mark it back asunread, but yeah, that's
something.
So what about professionalism?
(19:30):
Why do you think that we'veeven got that written down?
I've been noticing that there'sbeen a lot of information again
and LinkedIn posts aboutprofessionalism.
I just take that for granted.
Speaker 1 (19:42):
I thought that was a sort of standard.
Speaker 2 (19:44):
A given thing that everyone would know about.
Speaker 1 (19:47):
As soon as I walk into the office, my whole
persona changes and I act and Irespect other people and I also
interact with other people.
The way I want to be reactedwith, but mine is more sunshine
yellow, smiling and everybody'slike.
Craig, you're always smiling.
It's just like well, it makesother people smile.
It makes other people it does,and they always remember me so
(20:08):
and it can be.
Speaker 2 (20:10):
Professionalism is not something that's naturally
instilled into everyone as agiven trait, and things like
mood situation, mental health,physical health can all play a
part in how someone acts andreacts.
And that will in turn affectprofessionalism.
But I think, with someone likeyou and I, when we can read I
(20:32):
think all assistants actuallyhave that intuition to read
people really quickly, to knowif….
Speaker 1 (20:40):
He's in a bad mood.
Speaker 2 (20:41):
Yeah, let's just dial this back or not expect too
much professionalism.
The only thing I will not waveron, though, is common courtesy.
Oh, definitely, I think you canbe in the worst situation
mentally in the world, which isawful, but there still needs to
be manners and respect.
Speaker 1 (21:00):
Yeah, and I've noticed some executives that are
with other EAs.
When they had a horriblemeeting or in a bad mood, they
come out and they take all thatanger out on the EA and that
infuriates me, oh gosh.
And it's like you can't do that.
You need to go for a walk or acoffee and then come back.
(21:22):
You've got to respect your EA.
Speaker 2 (21:24):
Definitely Anyone at all.
But you know, is that boundarysetting?
Is that the fault as well ofthe person receiving it at the
time to not have the voice andthe confidence?
Or for me, that's happened tome, by the way I've just been in
total shock where I think howdo I actually respond to this
person?
(21:45):
Or am I sticking to my threestrikes and you're out?
Do that another two times andthen I'm going to say something.
Yeah.
But I think it comes back toequal reciprocal manners and
respect, like I said, butunderstanding how people feel,
yes, but on both sides, straightaway, has that person, has that
(22:08):
executive who's come out ofthat meeting had any idea on the
effect that speaking to thatassistant in that way is going
to have on them when they gohome?
Speaker 1 (22:17):
Oh, definitely, but in a way it could be fault of
the EA letting him get away withit on so many occasions instead
of saying and there was alwaysa place, a time for it, so you
go.
Oh, excuse me, can I have aword with you quietly in this
meeting room and say I do notfeel comfortable the way you
spoke to me earlier.
It really upset me If shedidn't do that right in the
(22:38):
beginning.
He thinks he can get away orshe thinks he can get away.
Speaker 2 (22:40):
Well, they might be completely oblivious.
Speaker 1 (22:43):
There's that option too.
Speaker 2 (22:44):
Some people just don't get it.
Speaker 1 (22:46):
Yeah.
Speaker 2 (22:46):
And they don't connect the dots because that's
the way they are.
Yeah, and I have a problem withthat also I have a problem.
Speaker 1 (22:52):
I just like do not talk to anybody like that.
Speaker 2 (22:55):
No and the response is optional.
But even no response is aresponse.
It's true, so pick your time,but I think you need to have
that conversation and tone.
Speaker 1 (23:06):
Yeah.
Speaker 2 (23:16):
And we're going to be speaking about this in other
episodes.
But my TTT, my timing, my toneand the turf that I'm on, yeah,
there's a way of dealing withany situation effectively by
choosing your moment andchoosing your tone in which you
say it and just letting peopleknow.
Not, you know what, I know youmust have had a really bit bad
meeting and did that not go sowell and you might get into a
conversation.
Well, just to let you know thatI felt really shocked and hurt
(23:38):
when I got that reaction fromyou and just approaching a
conversation and just see whatyou've met with.
I just get a cup of tea.
Speaker 1 (23:47):
And then I go to the vending machine get a chocolate
and I go to the bar and the execand say you look like you need
a cup of tea and a Twix.
And then I don't get shouted atbecause you've just been.
Speaker 2 (23:59):
Just diffused everything Exactly, yeah,
excellent.
The Crowdy Files is brought toyou by Autograph Events, our
show sponsors.
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event management solution, fromfree global venue finding
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(24:21):
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They offer that extra pair ofhands, a bit like the
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The best part is, theyunderstand how we like to work.
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quoting CrodiFiles2023, to findout how they can help you plan
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Speaker 1 (24:59):
So we have a listener's question.
Speaker 3 (25:09):
Hi Crudie, what certifications are helping a
person's progress at the moment?
Hi Cody, what certificationsare helping assistance progress
at the moment?
There are so many withpost-nominal initials, but what
relevance, if any, do they offerand what results have you seen
from investing in courses thatgive you this result?
Speaker 2 (25:31):
We are over the moon to introduce our expert
contributor to answer thislistener question.
For us, joan Burge is thepioneer of the administrative
training industry and thefounder of Office Dynamics
International.
Joan is an accomplished author,speaker, consultant and
corporate trainer who has workedwith premier corporate clients
(25:53):
globally.
To find out more about JoanBurge and Office Dynamics, check
out the show notes for thisepisode and our website for more
information, plus a link tofree webinars.
Speaker 4 (26:07):
Hi Crowdy.
Thanks so much for asking me tohelp you answer this listener
question.
I'm Joan Burge, founder and CEOof Office Dynamics
International.
We are a global leader in thedevelopment and presentation of
sophisticated training programsand information for
administrative professionals,and we have been doing this
(26:29):
since 1990.
I love this question aboutcertifications and designations.
It's fabulous.
So, first of all, they aredifferent.
A certification does not alwayscome with a professional
designation, but a professionaldesignation will include
(26:52):
certification.
Professional designation willinclude certification.
So they are different and itwould be really important for
administrative professionals topay attention to those
differences when they areseeking a certification or a
designation.
Now, as far as professionaldesignations, there are two ways
you can achieve that.
The most common is by studyingmaterials, attending maybe some
(27:15):
virtual classes, taking a testand passing the test.
Ours is a little unique in thatthey are curriculum-based
designations, meaning you haveto attend and take the courses
and able to even apply for adesignation.
Professional designations arecarrying a lot more weight today
(27:38):
than they did in the past, anda professional designation is
easily visible to others becausethey see the initials after
your name.
So I would vouch for aprofessional designation course.
As far as the relevance also.
This is more important todaythan ever.
(28:00):
In the past, professionaldesignations were important but
not necessary, and organizationsstarted moving toward requiring
college degrees.
Now, in the last two years,everything is shifting in the
workplace, where organizationsand leaders are going to place
more value on certifications anddesignations, plus hands-on
(28:26):
experience, while there are noguarantees that you're going to
get a raise because you have adesignation or a higher level
position, you definitely willstand out by having those
credentials, though, becausethey do show that you take your
career seriously, that you'recommitted, that you're
disciplined and you're a realgo-getter.
Speaker 2 (28:50):
Well, that was amazing hearing from Joan Burge,
the expert in learning anddevelopment for administrative
professionals.
I guess the main takeaway islearning and development is
always a good idea.
It shows commitment to your owngrowth but if it is for
something very specific and youhave an end goal, be cautious,
as it's not a guarantee.
(29:10):
We're now going to get backinto discussing this episode.
Well, that was a reallyinteresting conversation.
I like that one.
I think you could go on foreverabout etiquette and whether we
should even call it etiquettethese days, but that's too old
fashioned.
Speaker 1 (29:25):
It is old fashioned.
Speaker 2 (29:26):
It is.
So if you've got any ideas ofwhat the name could be apart
from etiquette, let us know.
But ultimately, etiquette, ifyou want to call it.
Etiquette, is so crucial inmaintaining a professional image
, a persona and building strongrelationships with colleagues,
peers and even friends.
You can transfer that intoeveryday situation and it will
(29:49):
just build more credibility andvisibility to you when you're
seen and heard in a positiveprofessional way?
Speaker 1 (29:59):
Yeah, and also gives you that confidence, doesn't it?
It really does?
Yeah, thank you for listening.
In our next episode, MasteringCommon Administrative Assistant
Hurdles Strategies and SolutionsAdministrative assistant
hurdles set strategies andsolutions.
Speaker 2 (30:18):
We would love to hear from you.
Please like and subscribe soyou won't miss an episode, and
why not share your thoughts withus on our LinkedIn page, the
CrodiFiles, or visitcraigandjodiecom.
Speaker 1 (30:29):
I'm Craig Bryson.
Speaker 2 (30:30):
And I'm Jodie Mears and together we are the Croaty
Files.
Speaker 1 (30:35):
This episode was brought to you by Autograph
Events, our sponsor.
It's snow tomorrow.
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