May 14, 2014

I was recently reminded that there are some basics of communication, which could stand a bit of revision. I am talking about the quality of questions that we ask, especially to our bosses and colleagues. Not asking the right questions can cost us, and our boss, valuable time, affect the professionalism with which we are viewed, and be very frustrating. This is particularly important if you're an Executive Assistant (EA) or Personal Assistant (PA).

Two typical mistakes that I make are:

1. To respond or repeat the question before I have really listened to the answers my boss/colleague gives me; and
2. Expecting a full and detailed answer when I have asked a closed question

• Pause and think about what you want to ask ahead of time.  This saves repeatedly interrupting your boss, as you think of other things you should have asked.
• Pay attention to the answer and have a notebook with you to jot down the salient details, and not merely rely on your memory.
• Clarify your understanding of what you have been told to ensure that you're on the same page as your boss. Try to see things from your boss’ perspective. Inevitably, this results in me asking for a specific outcome that my boss is expecting, information on deadlines, involvement of others, adopting a particular approach, or what priority to give the task, where necessary.
• Avoid asking multiple questions because some of the details may fall by the wayside.
• Finally, if your boss is under particular pressure, try to anticipate their needs by asking questions that require confirmation rather than lengthy explanations i.e. yes/no responses.

Knowing what questions to ask under what circumstances is the key to great communications and effective working relationships. It's also a great skill for EAs and PAs to have. If you're interested in learning how to develop your skills and professionalism in your role, take a look at New Horizons' Essential Skills for EAs and PAs training program.