Overcoming Communication Mistakes with your clients or executives.
In the fast-paced world of personal assistance, clear and effective communication is the bedrock of a successful PA-client relationship. Misunderstandings can lead to missed deadlines, unmet expectations, and strained relationships. Here are some strategies to help overcome common communication mistakes between PAs and their clients.
1. Establish Clear Communication Channels
Ask what their preference of communication is? Determine the best methods whether it’s email, phone calls, messaging apps, or video calls. Regularly scheduled check-ins can help ensure that everyone is on the same page.
Tip: Utilise tools like Slack, teams, WhatsApp, for quick updates
2. Set Expectations Early
Clarify expectations at the beginning of your working relationship. Discuss the client’s goals, priorities, and preferred working style. Understanding these from the outset can prevent miscommunications down the line.
Tip: Document these expectations in a shared Notion workspace where both parties can refer back to them as needed.
3. Repeat, repeat, repeat
During conversations, repeat back what you’ve heard to confirm understanding. For example, “So, what I’m hearing is that you’d like the 'report' by Friday, is that correct?”. Repeat over email conversations too with repeating dates and times everywhere. Having written evidence is vital and a great backup for you.
4. Be Clear and Concise
When communicating tasks or feedback, be as clear and concise as possible, even if they are not. Ambiguity can lead to errors and frustration.
Tip: You may get a client saying, “Please handle the meeting,”. You may not the undertone what they mean but assumption is not a good thing. With the repeat system, you can go back and ask “Yes, I can handle this, I will set up {enter the task} 'the marketing team meeting for next Wednesday at 10 AM, prepare the agenda, and send out the invitations by Monday'."
5. Written follow ups
Follow up verbal meetings with written confirmations. This ensures there’s a record of what was discussed and agreed upon, which can be referred back to if there’s any confusion.
Tip: Send a summary email after meetings outlining key points, decisions made, and action items.
6. Embrace Feedback
Encourage and be open to feedback from your client. Constructive feedback helps in identifying areas of improvement and shows the client that you’re committed to delivering the best service possible.
Tip: Set up regular feedback sessions where both parties can discuss what’s working well and what could be improved.
7. Manage Conflicts Proactively
Inevitably, conflicts may arise. Address them promptly and professionally. Approach conflicts with a problem-solving mindset rather than placing blame.
Tip: Use the “I” statements to express concerns without sounding accusatory, e.g., “I noticed that the deadlines were missed, and I’d like to understand what happened so we can avoid this in the future.”
8. Continuous Improvement
Stay updated with new communication tools and techniques. The landscape of communication is constantly evolving, and staying adaptable is key to maintaining effective PA-client relationships.
Conclusion
By establishing clear channels, setting expectations, practicing active listening, being concise, using written confirmations, embracing feedback, managing conflicts proactively, and committing to continuous improvement, PAs can build strong, efficient, and positive relationships with their clients. At PA Connect, we’re here to support you with resources, mentorship, and events to help you excel in your career and overcome any communication challenges you may face.
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