CareerSuccess Magazine Spring Edition 2018

for administrative & office professionals

Volume 31 Issue 2

HOW TO HANDLE difficult SITUATIONS Prep for upcoming performance REVIEW Handling a flighty boss

PLUS PA SUMMIT PA OF THE YEAR REVIEW

Bumper ISSUE with great useful tips

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careersuccess magazine issue 2 2018

Contents 06 14 18 20 22 24 28 31 33 36 48 56 60 64 66

Quick Reads FYI

Short and sweet - and good to know!

Key Feature

Flighty Boss - 4 tips to make the work relationship a success

Interview

Getting to know Yolande Otto

Workplace Efficiency

Out of office messages - what they say about you

Career Matters

Preparing for your upcoming performance review

Office Issues

15 ways to approach conflict and difficult conversations

Special Tips

Tips on how to find happiness at work

Coaching Class

Get it all out of your head

PA of the YearÂŽ Award

Meet Sharon KĂźnneman

Zippy Profiles

Of PA of the Year finalists and titlebearer

PA Summit Review Catch up on all the pics

Take-home for the PA Summit Behaviours leading to success

Take-home for the PA Summit Become the reason things get done

Take-home for the PA Summit There is magic in change

Last Page

Test your wits. Have some fun!

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Ed’s memo

Personal Performance Appraisal Spring is seriously a wonderful season and a really good time to take stock!

What’s been good about the year so far?

What’s not been so good?

Where could we have done better? (Tough question!)

What can we seriously improve on?

What can we do better to improve our feeling of wellness and happiness?

How can we improve on relationships at work?

How can we manage a boss better?

How can we keep ourselves fuelled to keep going till the end of the year?

This issue of CaererSuccess gives you pertinent answers to these questions and more in this bumper edition.

We also cover this year’s Secretaries Day PA Summit organised by PAFSA and South Africa’s PA of the Year announcement ceremony.

Secretaries Day celebrations held at Sun Arena (Sun Time Square in Menlyn Maine) saw the gathering of 280 delegates who came to listen to top keynotes, participate in the launch of the Blueprint for the future role of the PA/EA (http://pafsa.co.za/2018-blueprint-on-the-future-role-of-the-pa-ea/) and attend the glamorous celebratory lunch, with the current Miss World/SA, Thulisa Keyi, in attendance. A pictorial review is in this issue.

Enjoy Ana-Maria

Editorial

The Company

Editor-in-chief

CareerSuccess is published by

Ana-Maria Valente

Lazuli Communications (Pty) Ltd

anamaria@lazulicommunications.co.za

Gauteng, South Africa

Assistant Editor

Tel: (011) 616 7401

Mastoora Ramiah

Fax: (011) 616 3244

Admin/Advertising

Opinions expressed in any article do not necessarily reflect on

Director

the publishers. All submissions to CareerSuccess are subject

Ornella Trinco

to editorial change to suit the style of the magazine. The right

ornella@lazulicommunications.co.za

of reproduction of any article or other matter published in

Head: Finance & HR

CareerSuccess is expressly reserved.©

Guida Morais

CareerSuccess is the official mouthpiece for PAFSA,

admin@lazulicommunications.co.za

the Professional Association for Secretaries and Admin Assistants.

Website: www.pafsa.co.za PAFSA is on Facebook

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quick reads FYI

Your social media profiles can put company data at risk Your social media profiles and the devices you use to access a company’s network and resources provide a number of gateways into the infrastructure for cyber criminals. Your organisation should take care to not focus purely on traditional defences. Attackers will quickly change their strategy from trying to bypass a strong perimeter defence to attacking the human element.

A vulnerability assessment recently conducted by AVeS Cyber Security as well as internal and external penetration tests for a large mining company. With just a week of researching employees’ LinkedIn profiles and gathering information about them using publicly available resources on the internet, AVeS Cyber Security’s team was able to identify employees that would be suitable targets for the social engineering project.

Social engineering is the process of deceiving people into giving away access to protected systems and confidential information. Attackers use a variety of means to con their targets into giving away sensitive data or personal details, with phishing emails and social media monitoring being amongst the most commonly used. It is a formidable threat to even the most secure networks.

A social engineering predator will keep searching for a weak spot until they find one. That is why it is so important for the network to have several layers of protection to fight back, and at the very least be able to recognise when it is under attack.Employee education should be part of every organisation’s IT security strategy.

9 important tips: 1. Don’t publish confidential company information on social media.

2. Don’t take pictures of your desk and post it online. A picture tells a thousand words (i.e. an attacker can see what type of computer you are using and where you are based with geo-tagging, even if no confidential company information is visible in the picture).

3. Do not accept social media requests from people that you do not know. Your social media contacts/connections have access to your connections. This means that they can view your detailed profile and career history, among other information.

4. Never action requests to conduct updates on your system, even if the caller or emailer seems legit. If they claim to be from IT support, tell them you will

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call them back on their extension.

5. Never install or update programmes from public facing websites, even if someone posing as IT support asks you to do so. Only download updates from your computer when prompted by the specific application’s update centre (i.e. Adobe, Microsoft, etc.).

6. Never switch off vulnerability scanning on your computer.

These scans, which run through endpoint security software, are crucial.

7. Do weekly vulnerability scans on your computer at work and home.

8. Never click on links in emails if you don’t trust the sender or the link’s destination. These could be phishing emails that put your device and information at risk. Scroll over the link to see if it is the correct URL. 9. Do not save your passwords in an unencrypted format. Use a password manager to create and save passwords on your behalf — then you can easily change your passwords every three months.

Source : Charl Ueckermann, CEO at AVeS Cyber Security.

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quick reads FYI

5 accommodation booking TIPS for travel managers Accommodation is a key part of most companies’ travel spend, which is why it is crucial for travel managers to identify savings opportunities accurately.

Here are five hotel booking secrets for travel managers and travel bookers who want to impress their travellers and reduce their travel spend: 1. Get your travellers an upgrade or discount

In most cases, to qualify for an upgrade or negotiate a discounted rate at a hotel, you need to guarantee you will book at least 100 nights. This can be a tall order, especially for a company with a small to medium-sized travel spend.

By booking through a travel management company (TMC) with global buying power such as FCBT, you could enjoy discounted corporate rates, without meeting the same volume of bookings hotel programmes usually require.

2. Remember that cheapest isn’t always best

Have you ever calculated the cost of all the little extras your travellers add to your travel spend?

Booking the cheapest room with no inclusions doesn’t necessarily come with the cost-saving advantages you would traditionally expect.

If your company has significant extra spending on items such as parking and WiFi, you should consider negotiating to include these in the room rate. It’s best to use a TMC with the buying power to have these deals in place already.

3. Impress your travellers with added perks

Being cost conscious with

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your hotel choices doesn’t mean that you can’t benefit from additional value-adds.

Most business travellers will know the anguish of arriving in the early morning after a long overnight flight only to find that they can only checkin to their hotel room at 3pm.

FCBT’s SmartSTAY programme has been designed specifically to address these pains by including additional perks to make your travellers’ stay more comfortable. These perks include items such as free breakfast, early checkin and free upgrades, which can go a long way towards making travellers more productive when on the road.

4. Get the best rewards from each hotel

As with airline rewards programmes, many large hotel chains have loyalty programmes that allow subscribers to collect points for each booking. Points may be exchanged for discounts and even free nights.

5. Flexible ‘best rate of the day’

The way in which hotels manage their inventory means there can be multiple rates for the same hotel room. Searching through multiple websites to try and source the best rate can be time-consuming, and there are no guarantees you are finding the best deal.

FCBT employs a Global Hotel Programme which actively searches multiple websites and hotels deals across our global locations to continually look for the very best accommodation rates.

This means your TMC can still come in at a competitive rate, regardless of whether or not the hotel’s rates are fluctuating.

Source: Ryan Potgieter, GM Flight Centre Booking Travel (FCBT)

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quick reads FYI

How to ensure that you are able to meet your deadlines Being able to meet your deadlines, and deliver on what you have promised is an integral part of any job. It is so easy for a project to slide off the rails before it has even really started properly. So it is really important to ensure that you are able to deliver on time, what you have promised to deliver.

Mastering the art of meeting and managing deadlines is possible, but you need to have a plan, and keep your finger on the pulse at all times.

8 important tips: 1. Agree to a reasonable deadline. This is extremely important. NEVER promise to complete a project by a certain date, if you know upfront that the deadline is not achievable.

2. Ensure that you are a hundred percent clear on what is expected of you, and the timeline the project should be completed in. Write it down immediately, diarise the date and ensure you have the right information.

3. If you are working in a team, ensure that everybody in the team, is aware of the deadline, and that they are also aware of the fact that it’s imperative that the project is completed in the set amount of time.

4. Always make sure you are ahead of schedule, work in advance, and give yourself plenty of time to complete the project. Always ensure that you are ahead of time so that in the event that that you hit problems, you have extra time to sort them out. Rarely does a project run exactly according to plan. Give yourself several small deadlines that you need to work towards.

5. Set a deadline schedule. Break your work up into blocks set up over a specified time period.

To get an idea as to how long you can expect the project to take, break it up into blocks and allocate each block a certain amount of time.

Always allow additional time for these blocks to

ensure that should there be problems or delays along the way, that you can still get the work done.

6. Be very careful of over committing. This is one of the main reasons that deadlines are not met.

Rather be honest and speak up before the project starts. Know your strengths and limitations, and plan accordingly.

7. Speak up immediately if despite having taken all the above into consideration but you realise that you are still not going to be able to deliver on time.

8. You need to hold yourself accountable.

If you have made a commitment to complete a project by a certain time, it is your responsibility to make

sure that you do so.

Take responsibility and if it means putting in extra hours then do so.

If it means minimizing interruptions and distractions to ensure you get your work done, do so.

If you want to be taken seriously and have a good reputation, you have to take deadlines very seriously and respect them. Always remember time is money, and wasting time and money never goes down well.

Source: Susan Kihn is based in Canada, is an author at CareerMine. She has over 20 years’ experience in the recruitment industry, having worked for major companies in South Africa where she also ran her own successful recruitment business for many years.

www.garyrom.co.za

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officewise by Office National

Recycle If you dont have a

bin its time to invest in one

While separating trash into a pile of recyclables or non-recyclables is not the most exciting thing you can do during your day, it is a necessary task and one that your business should be taking seriously!

P

RASA (Paper Recycling Association of South Africa) reported in September last year that less than 10% of offices in South Africa recycle their paper – on which side of the statistic do you and your business stand?

Unfortunately, most people feel that they can’t meaningfully contribute towards the fight to combat environmental challenges faced on a global scale, but what people don’t often realise is that it’s the accumulation of all the little things that make the biggest change.

“Recycling just a tonne of paper saves three cubic metres of landfill space,” PRASA explained.

Andre de Beer, managing director at Office National Africa, the largest independently-owned commercial and retail office product provider, said the best place to start with environmental habits was in the office. “Simply place a paper recycling bin at convenient locations – usually near commonly used bins – or even look into placing smaller, individual recycle bins in close proximity of employees.”

PRASA offered additional information regarding recycling statistics and most effective practices. “An Australian study

around container proximity showed that only 28% of paper was recycled when recycling containers were centrally located, but when recycling containers were placed in close proximity, on desks, for example, 85 to 94% of all recyclable paper was recycled.”

It is important to remember that documents being recycled may contain important or sensitive information that should be protected. Shredding your documents before throwing them in the recycle bin is advisable. To view Office National’s line of shredders and find one that matches your needs, click here “There are numerous companies in South Africa that accept recyclable paper or even collect from the office.

Recycling assists with jobs creation, contributes to the economy and preserves the environment for future generations,” de Beer said.

Companies such as the National Recycling Forum (http://www. recycling.co.za/), Treevolution (http:// treevolution.co.za/guide-to-recyclingin-sa/), Petco (http://petco.co.za/startrecycling/) and mpact (http://www. mpactrecycling.co.za/#popup1) can offer advice on recycling in the office.

PAFSA advert.pdf

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2018/10/03

10:14

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key feature

Flighty Boss

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Tips to Make the Work Relationship a Success

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Good news! A relationship with a flighty boss can be navigated from haphazard to controlled, leading you to feel productive and even appreciated.

Dr Alicia Clark advises on how to turn your anxiety into action, and take control.

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ou can’t seem to win with your flighty boss.

They tell you one thing, but then chastise you for not doing it the way they requested. You feel like you’re following their instructions, only to find out the instructions later change without your knowledge.

You sense you’re expected to read their mind, but then that might change, too! Working with a fickle boss can be exceedingly frustrating, and generate a lot of anxiety.

Top 4 Ways to Make Things Work with a Flighty Boss Be Kind.

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One way to change your mindset – and help you get out of your own feelings of frustration and annoyance – is to cultivate compassion and empathy for your boss. Instead of the negative explanations that you are likely assigning their behavior, try instead to consider an empathetic approach.

Give them the benefit of the doubt! For example, flighty people often express feelings of anxiety and stress, and many times don’t realise the impact their lack of focus can have on others. Instead of chalking up this set of behaviors as selfish, try instead to think about what it feels like to be stressed, overworked, and distracted.

In putting yourself in their shoes, you will increase your compassion for them. In turn, this re-focus will help you in communicating with an open, positive attitude, rather than acting out your irritation and frustration.

Note that changing your mindset in this regard does not entail excusing their behavior – rather, by exuding a different perspective, you’ll be working with the boss rather than against him or her.

You can’t change them.

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Chances are you wish that your boss could delegate more efficiently and effectively, and consequently, you feel frustrated. In fact, frustration – as an emotion – is the experience of disappointment and hurt that happens when an expectation is not met. Therefore, if you manage your expectations, your frustration will be lower, if not eliminated.

In dealing with a flighty boss, it’s important to focus on the realities of the situation, rather than how you want it to be. To put it more plainly, focus on the choices you have, rather than the choices you wish you had.

Chances are your frustration is a result of an unrealistic expectation of your boss.

Changing your expectations to be more aligned with the realities of the situation will help you manage your frustration.

Fantasising about a better boss won’t help you get a better boss, whereas planning towards making the relationship better will likely forge the path toward more workable interchanges.

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Always stay One Step Ahead on Communication.

Use your predictive powers to anticipate that conversations and emails could be unclear, and strive to make communication on your end as transparent as possible.

When your boss says something to you or asks you to do something, make sure to repeat back to them what it is that you heard them say. This will help twofold: •

Firstly, it will help you clarify what is being assigned, and help you delineate what is needed. continued on next page

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Kindness Communication Change Initiative

continued from previous page •

Secondly, a flighty boss can also be a distracted boss, and hearing back from you what you heard them say can help them clarify their thoughts too. In this way, you are helping both yourself and your boss.

Take Initiative.

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Instead of waiting for a flighty boss to delegate a task, take control of the situation whenever you can, politely offering suggestions for ways to help. Not only does this foster more involvement for you, it shows your boss your willingness to take responsibility for your boss’s projects.

Admittedly, taking initiative can be a tricky because some bosses are more involved in the work of their subordinates (read: micromanaging or dictating), so you’ll need to tailor your approach accordingly. In any case, taking initiative is a practice worth risk-taking in order to show your potential.

Trying different approaches to facilitate ease of communication with a difficult boss can take time. The main thing is to stick with your plan and not take their behavior personally. It’s easy to take any associated criticism to heart – however, separating out the boss’s difficult behavior from your own performance is crucial.

At the same time, be aware that if your efforts to ease communication bear no fruit, you might be dealing with a manager who could feel abusive – in this case, you’ll need to reassess your work situation!

Focusing on your behavior, and what you can control, is the best way to offset the powerlessness and anxiety that is generated, and put its energy into action.

No matter what, recognise that managing difficult situations provides needed growth opportunities.

Not only will you improve your ability to deal with difficult people, but due to your efforts, both you and your boss will benefit.

Dr. Alicia H. Clark is a Washington DC-based psychologist and author of Hack Your Anxiety: How to Make Anxiety Work for You In Life, Love, and All that You Do. For more information, see www.AliciaClarkPsyD.com.

Reprinted with permission.

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For

work trips, in disguise

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Just because you’re away for business, doesn’t mean you can’t enjoy yourself. Next time you need to book a conference or work trip, book Holiday Inn Johannesburg-Rosebank and enjoy comfy, spacious bedrooms, sumptuous meals, access to the Zone @ Rosebank Shopping Mall, and the Gautrain station a few steps away.

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Getting to know...

Yolande otto CareerSuccess takes time for a oneon-one chat with Yolande Otto, CEO of Mjunxtion Venue Marketing and Promotions, a partner of PAFSA. Members of PAFSA have come to love Yolande, as a force behind its edutainment events. But who is the person ‘Yolande Otto’ behind the Mjunxtion brand?

We ask her some personal questions.

W

What motivates you and keeps your adrenalin fuelled?

I am motivated by the people I work with…breaking barriers that people build around themselves and see them shine as they learn to let their guard down. I get fulfilled by seeing them enjoy what they do, and show their true and real personalities.

This is what keeps me fuelled to keep going, and looking forward to the next meeting, presentation, event – and the next day.

Who do you enjoy hanging out with?

I enjoy spending time with family, friends and colleagues. I like to learn more about people I have contact with, to understand them and to be part of their lives.

What does ‘friend’ mean to you?

A friend to me means someone who accepts me for who I am, without judgement. If you can do that, you are my friend.

What would a great dinner-party mean to you?

The best dinner party for me is seeing everybody enjoying themselves and talking their heads off. Sometimes everyone talks at the same time, and I’m not sure who listens! A great dinner party is when people are not all busy on their phones – obviously this doesn’t mean that you cannot take a selfie or a group shot. careersuccess magazine issue 2 2018

19 What type of music inspires you?

Music is extremely important to me and feeds my soul. I enjoy most music genres and my Facebook friends will know what I mean – I often post lyrics of songs for them to identify the song.

Country music will always be my favourite.

What life circumstance/event has had the most impact on you?

The recent death of a very dear friend of mine who suffered from cancer.

Seeing her appreciate all the things we take for granted on a daily basis made me realise that you have to live your life to the fullest, every minute of every day.

Who has mentor?

been

an

invaluable

Definitely my mother. No matter what curved balls life threw at her, she always made things work for her family and friends – she still does.

If you could do one thing to change the world what would that be?

I would love to see all people look out for and care for each other. Always see the best and not the worst in people, never criticise or demean each other. This is one of the reasons I enjoy my involvement with the PAFSA community.

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workplace efficiency

Out of Office messages

What they say about you Your out of office email messages can reveal your level of professionalism and commitment to your role at the office, so says Rhonda Scharf.

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can’t help it - when I see an unprofessional “Out of Office” email notification I cringe. What a disservice you do to yourself and your professional reputation.

As the recipient, I don’t receive a good impression, I don’t get the feeling that you’ll be able to handle my future inquiries professionally.

Fortunately, by investing just two minutes of your time in editing, you can change that negative impression around, completely.

Here are some real-life out-of-office notifications.

I am off to SUNNY SOUTH COAST from 9 Nov. to 19 Nov. I will be back on the 20th with a new attitude and a new tan.

First off, thank you for attaching an out-of-office auto-response message to your email while you are away.

There is nothing more frustrating than trying to contact someone via email or the phone and not being told they are away. So, A+ for taking the time to turn on your out-of-office auto-response.

However, MS. SOUTH COAST isn’t sending the light, happy message she is trying for. Her message is actually telling me that up until now she’s had a bad attitude. I’m okay with her telling me she’s going on

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workplace efficiency

But that isn’t as bad as the auto-response I received last Christmas.

I’m happy to say I’m not in the office. I’m on vacation. I hope you are as happy as I am that I’m not here.

My jaw dropped when I received that message. It tells people you hate your job - and why should I deal with someone who doesn’t want to work with me? That is a message that will not only be career-limiting internally, but will leave a lasting, negative impression with external clients as well.

“

I can’t help it - when I see an unprofessional “Out of Office” email notification I cringe.

“

vacation (that part is fine). I don’t even mind that she tells me it is in SUNNY SOUTH COAST (although remember that ALL CAPS means “yelling”) and that she’ll be returning with a tan (that part is friendly and fun). It’s the line about the attitude that ruins it. So… up until now her attitude hasn’t been so good? Not the message she wants to send.

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happening. If I need more information, I can keep reading. All out-of-office emails should start with an absence alert message.

Here’s a good one:

And then there’s the very boring, and unprofessional:

Thanks for your email. Sorry I missed you! I am currently away from the office on vacation, returning on November 18. During my absence, please contact either Luke Nel, lnel@abc.com or Nosisa Field, Nfield@abc.com for any assistance.

Have a great day.

Linda

Out of office

And another one that’s well done:

Or: I’m not here How does that help me if I need assistance now? Can I call anyone else? Again, it’s just not professional. And chances are, it’s not how you would treat clients if you were talking to them on the phone. So why are you letting your auto-response represent you unprofessionally?

I get many out-of-office auto-responses when I sent out eblasts, so I see a lot of them. And I’ve noticed that about 25% of them include spelling mistakes or date errors. Often people’s auto-responses say they’ll be in the office at a date that is a year old!

If people would simply test their auto-response before they leave, they would know whether it is giving people the right impression. Now, that requires a bit of preplanning, say, the day before. You shouldn’t be setting up your auto-response in the taxi on the way to the airport.

Here are some real-life examples of excellent out-ofoffice messages.

Absence Alert!

The absence alert notification grabs the recipient’s attention and immediately lets you know what is

I am currently on vacation, without access to email or voice mail. If this is urgent, please call + 021 616 7405 for assistance. I will answer your enquiry upon my return on Monday, November 19. Thank you and have a great day.

Monica Don’t let your out-of-office message suggest to people that you have a bad attitude, you hate your job or that you couldn’t care less about them.

Instead, take two minutes of your time and create an out-of-office auto response that represents you as the professional that you truly are.

Rhonda Scharf is a well-recognized Professional Speaker, Trainer, Consultant and Author based both in Ottawa Canada and Fort Myers Florida. Since 1993 she has worked with tens of thousands of people in 13 different countries.

She has earned the highest speaking designation in the world, the "Certified Speaking Professional” (CSP) and was recently inducted into the Speaking Hall of Fame (HoF).). .

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career matters

As the year heads to a close, companies across South Africa will be conducting performance reviews of employees. Heading into a performance review can be a nail-biting experience, but being prepared for it won’t only make a positive impact on your career trajectory, but could even help you land the raise or promotion you’ve been working towards, says Zabo Mhleli

W

hile the prospect of your performance review can make you feel like you’re back at school, heading to the headmaster’s office, you should see the process as an opportunity for growth rather than something to get anxious about Performance reviews aren’t meant to be a chance for managers just to critique or praise you, but rather a discussion where ambitious and committed employees can gauge how they can improve their work and their skills.

It also gives you the opportunity to identify areas in which you can add more value and thus plan you future trajectory within the company.

During your performance review, you have a terrific opportunity to ask the kind of questions that will get you excited about your career and future opportunities going into 2019. So, instead of being nervous, go in positive and well-prepared.

Here are 3 critical questions to ask:

1. WHAT SKILLS WILL HELP ME BECOME MORE EFFECTIVE IN MY CURRENT ROLE? This question is a great opener for going into a more indepth discussion about professional development and careersuccess magazine issue 2 2018

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Prep for your upcoming PERFORMANCE REVIEW

AND MOTIVATE FOR A RAISE

career growth, including whether your company would be willing to sponsor any training.

Raises often aren’t automatically offered anymore, and it will be up to you as the individual to start the conversation...

To remain competitive, you need to commit to an attitude of lifelong learning, and constantly develop your professional skills, even if it is just by doing a new short course once a year. Employers appreciate the value of employees who seek to improve and expand their competencies, and asking this question could highlight the fact that you are someone in whom they can invest.

To improve your chances of getting a raise or promotion in the near future, you really need to do your homework and build your evidence and argument.

2. WHAT ARE THE COMPANY’S GOALS AND CHALLENGES FOR THE YEAR AHEAD? By asking this question, you demonstrate that you are not just thinking about yourself, but also about the success of your company.

As an employee, you need to have a clear idea of the company’s direction so that you can make a meaningful contribution towards realising the vision. By knowing what the potential challenges are, you might also be able to step up and help the company navigate difficult terrain, which will make you an even more valuable part of the team.

I strongly advise you to take stock of your current situation and do some market research.

You need to go back to your original contract and check that you have been delivering on all your key performance areas. Then, you need to note what you have been doing over and above that – essentially, you need to be able to demonstrate that your scope of work has broadened and your responsibilities increased. Finally, you should research what the market-related salary would be for someone in your position, with your responsibilities and experience.

Once you’ve collated the evidence for why it is time for an increase or promotion, use this information to respectfully start the conversation. And be patient – it might not happen immediately, but you would have successfully opened the door to future growth.”

3. HOW CAN I MAKE A GREATER CONTRIBUTION TO THE TEAM? In the modern workplace, teamwork is a vital competitive asset. By asking this question, you show that you’re eager to be a team player and that you want to help other colleagues in order to achieve company goals.

You’re also showing some initiative and leadership qualities, which won’t go unnoticed.

Finally, a performance review offers you the chance to broach the subject of getting a raise or a promotion, which isn’t always easy to do during the ordinary course of business.

Zabo Mhleli, senior Student Advisor at Oxbridge Academy, which serves more than 20 000 South African distance learning students every year. For further information or comment, please contact Oxbridge Academy on: 021 883 2454 or www. oxbridgeacademy.edu.za

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office issues Conflict and difficult conversations at work are what everyone in the workplace dislikes the most and tries to avoid‌but you needn’t, says Linda Finkle.

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Ways to Approach Conflict and Difficult Conversations at Work

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ou know THOSE uncomfortable conversations whether they are with coworkers, subordinates, clients, vendors or anyone else you interact with that you try to avoid! I promise they do not go away or get better on their own. In fact, ignoring them can have a negative impact on productivity, morale, performance, turnover and ultimately revenue. Even though you know this, the idea of having these conversations makes your stomach churn, your palms sweat, and your head hurt.

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Shift Your Thinking

One of the primary reasons conflict and difficult conversations are challenging is that we assume they will be confrontational.

Of course, if we believe they will be confrontational or uncomfortable then these conversations will be just that.

Before beginning, shift your thinking from thinking they are a confrontation to simply a conversation.

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Talk to Everyone Before Making Decision

You need to get multiple perspectives to assess the situation. When working with companies one of the complaints I hear is how often a manager will talk to one person, take their view and input and assume it’s the gospel and act. Before you assume you know the problem before you make a decision on the facts talk to everyone who may be involved or connected.

3

Accept You Are Part of the Problem

It’s easy to assume that it’s always someone else’s fault.

They didn’t listen, didn’t care… whatever it has to be them. There is never a relationship where it is only one person’s fault if something isn’t working. Maybe you rushed through the communication or weren’t clear about what you wanted.

Perhaps your expectations were ill-defined, or you didn’t ask enough questions to ensure you had their commitment. Bottom line, you have to own that somehow you are part of the problem.

4

Don’t Ignore

When you are facing conflict and difficult conversations, don’t put it off until it is too late. Do not ignore nor wait months and months to talk to someone (everyone’s memory will be different), do not ask someone else to handle the conversation YOU need to have.

5

Stay with the Facts

When you are at your wit’s end you will likely be emotional, and emotions will affect the conversation... you won’t be at your best. In all cases, stick with the facts and leave your emotions and feelings out of the discussion.

6

Focus on the Behaviour

It’s easy to make an assessment of someone’s behavior and what you think it means. They show up late for work most days so they must not care. Or they continue to make the same mistake so of course, they have a bad attitude. As soon as you make an assessment as to why someone is behaving the way they are the conversation changes.

7

Begin with the End in Mind

What do you want at the end of the conversation? Do you simply want them to understand you are upset, or is there something specific you need them to do or change? Make sure you know what you want so you can clearly articulate it to them. continued on next page

careersuccess magazine issue 2 2018

26 continued from previous page

8

Never Assume People Will Change

Don’t assume because you want someone to change, they will change. That only sets you up for possible disappointment and frustration as people don’t change unless they want to.

9

Quit Trying to People Happy

Make

When our focus is on making them happy, we will sugar coat what needs to be said, won’t be direct or worse forget having the conversations altogether.

Be respectful and professional but them being happy is not the goal.

careersuccess magazine issue 2 2018

10

Be Flexible

What you want may not be possible for any number of reasons that you aren’t aware of.

Consider others’ points of view.

Remember the old adage you catch more flies with honey than vinegar applies here.

11

Use Superior Communication Skills

If you aren’t listening well you’ll miss many points and nuances that will direct the way the conversation goes. Ask lots of questions; do not make assumptions and listen deeply and with the intention of understanding.

27

12

Make Agreements

You have to make agreements in order for these conversations to move forward.

What will they commit to doing? What actions will you take to support them in order to achieve the goals? By when will you each commit to the actions? What will tell you both that progress is being made? Having a conversation without having agreements is pretty much a waste of time.

13

Don’t Say Things You Shouldn’t

Think before you open your mouth and consider how the other person will interpret what you are saying. This is more than not using foul or offensive language. It’s anything where you are attaching blame, name-calling, threatening, sarcasm etc.

14

Practice Makes Perfect

Take a few minutes to think about what you want to say and role play if things are really difficult... what message you ant to deliver and

write it all down in advance. Roleplaying the conversation with a colleague, mentor or someone else in advance can calm you down.

15

Care, Care Deeply

No one likes to feel like they are unimportant, dismissed or a slave. You have to take the time to demonstrate that you care about others, and this only happens when you actually do.

Whether you know it or not people know when you care about them and even if you are having a conversation about their performance or dealing with conflict how they react will depend on whether they sense you care about them as people, not simply objects.

Linda Finkle is an executive coach at Incedo Group, LLC, based in the USA. Linda earned a Bachelor of Science degree from Ohio University.

She completed the program at Coach U as a CertifiedCoach U graduate.

Linda is also one of only 600 people in the world to hold the distinguished Master Certified Coach (MCC) title from the International Coach Federation.

Contact: info@incedogroup.com

special tips page

28

A-Z

by Chelene Venter

Tips on how to find happiness at work

even when there are dark days

A

Accept others for who they are

Q

Question negative behaviour

B

Break negative thoughts

R

Relax

C

Create positive thoughts

S

Shine and people will notice

D

Do what you do best

T

Try even if you feel you can’t

E

Engage with positive people

U

Use your talents daily

F

Forgive

V

Value your colleagues

G

Greet people with a smile

W

Worry less

H

Ignore negative comments

X

X-Ray deep into your heart

I

Help where you can

Y

Yes, you can be the best

J

Jump to new opportunities

Z

Zoom to a happy place

K

Know your field

L

Love yourself

Chelene Venter is Africa’s PA of the Year 2016/2017

M

Make the best of every day

South Africa’s PA of the Year 2015

N

Notice your surroundings

O

Open your mind

P

Pay attention to detail

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30

interview

careersuccess magazine issue 2 2018

Q&A

31

Coaching

by Brett Blumenthal

Q

class

I am snowed under – not just with work, with a thousand things going through my mind all the time. I need to de-clutter my brain! Help!

Answer: Want a Healthier Mind? Get it All Out of Your Head!

Y

ou’ve heard the statistic before: we have 60,000 – 90,000 thoughts in one day, and up to 80% of those thoughts are the same ones we had yesterday.

enjoy curling up with a paper and pen? Pick the method that you feel most comfortable with.

•

Anything Goes. What do you write about during that 10 minutes each day? Anything you want!

Goals, dreams, fears, what happened that day, what you’re upset about, what you wish was different. There are zero limits and infinite possibilities. Pick the first subject that comes to mind and write anything you want.

Journaling allows you to freely and openly express your deepest feelings without censorship or the interference or judgment of others.

•

Get Creative. If words aren’t your strong point, you can journal through photos, videos, drawings – anything that feels comfortable.

Journaling gives you an opportunity to be with your innermost thoughts, so you can think through situations and life, and explore them at a deeper, more meaningful level.

There are no limits to how you keep your journal, but the most consistent you are, the more beneficial.

Why do you keep thinking about the same things over and over? You need a place to put them – a place to get them out of your head.

Try journaling! Why? Because:

Maintaining a journal encourages greater selfawareness and promotes a deeper connection with your emotions, even those that are difficult or painful.

The more connected you are to your emotions and thoughts, the more prepared you are to experience growth and personal development.

Make the Most of Your Journaling Time •

Set a Goal. Sitting down to write may feel a bit forced at first, so start with writing for a set amount of time – around 10 minutes a day – to help establish a habit.

•

Pick a Method. This is a simple one – paper or digital? Do you type faster than your write? Do you

Brett is a best-selling author and has 20 years of experience in wellness promotion and almost 10 years experience in management consulting; including branding, change management, and training strategy and development for Fortune 100 companies.

She has received her MBA from Johnson at Cornell University, where she graduated as a Park Fellow; she also earned her bachelors degree from Cornell University.

She is certified by WELCOA (Wellness Council of America) and AFAA (Aerobics and Fitness Association of America).

careersuccess magazine issue 2 2018

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careersuccess magazine issue 2 2018

pa of the year award

33

PA at Meadow Feeds Paarl bags coveted PA OF THE YEAR® Award

S

Sharon Künnemann, PA to Tiaan Auret Chief Operating Officer, Meadow Feeds Paarl, received the prestigious title of South Africa’s PA of the Year® 2018 on Secretaries Day at a function organized by the Professional Association for Secretaries and Admin Assistants of South Africa (PAFSA) held at Sun International Sun Arena, Menlyn Maine.

On receiving the title Sharon said: “Thank you to our phenomenal association, PAFSA, and the team for your unconditional belief in our profession! I am most grateful and honoured by the love and recognition I received on winning this amazing title. PAFSA has afforded me a platform so priceless which I plan to use to empower wherever I go. Our profession is evolving and I am extremely excited to be a part of this amazing journey that starts today! Always remember – Education is Power but Recognition Empowers.”

On hearing the news, her boss, Tiaan Auret said: “I know that Sharon is the best PA South Africa, but now it has been officially confirmed! I am very proud of her and wish her to enjoy every single moment of this tremendous achievement! I also take the opportunity to thank her for everything she does for the Meadow Feeds team. Now our tagline needs to be “Meadow Feeds – more than just feed” AND “Sharon Künnemann – more than just a PA”.

Organisers of the Award say that this recognition is critical both for the incumbents of any profession, as well as for the profession itself. Any profession, and the secretarial one is no different, enjoys and benefits of being recognized for the role it plays in the market space, but the professionals themselves benefit far more from the recognition and praise because they will ensure the survival of that profession and its evolution.

In South Africa, the PA of the Year Award clearly sets standards; raises standards and elevates the excellence bar of the secretarial and Admin profession.

“For the past 13 years, we have witnessed the profession’s evolution first hand, and we have showcased the exemplars to the marketplace. This year’s six finalists are awesome PAs, boasting an impressive warehouse of skills. We congratulate all six and salute the titlebearer for 2018, Sharon Künnemann.”

PAFSA thanks the Platinum sponsors Office National and Sun Arena Sun Time Square Menlyn Maine who made it all possible as well as all the various sponsors and prizegivers: Avianto, Avis, Bakwena Spa, Beyond Teambuilding, Bidvest Prestige, Bidvest Steiner, Biomedical, Black Rock, Capital Hotels, Casa Toscana, Champagne Sports Resort, De Hoek, Diana Carmichael, Dior, Faircity Hotels, Gary Rom Hairdressers, Girlfriends’ Guide to Luxe, Hands On Treatment, Holiday Inn, Hotel Amenities Supplies, Image Makers, Intundla, Joburg Conferences, La Dolce Vita, La Wiida, Legend Lodges, Leriba, Mariott Hotels, MjunXtion, Mongena Game Lodge, Monte De Dios, Orion Hotels, Penta Group, Pumula, Rennies, The Blades, The Lakes, Woodlands Country Lodge, Woodlands Spa, Zelnerie - Dynanix

34

interview

We interview Sharon Künnemann

CS: Congratulations Sharon – what does it feel like to have been nominated and then elected South Africa’s PA of the Year?

SK: I was absolutely delighted when I was nominated, not only by my COO, but also by a number of my managers! It is truly a great feeling to know my worth within the Meadow Feeds fold.

Being elected South Africa’s PA of the Year 2018 is a dream-come-true and I remain humbled by the love and recognition I have received from my peers – not only at PAFSA’s Secretary’s Day event on 5 September, but also via social media.

If we could take the love and respect, experienced from within the PA/EA community, into the world – can you imagine! This is how I feel and want to continue to feel going forward while inspiring, encouraging and empowering.

CS: What did your boss say when he heard?

SK: He said: “I TOLD you that you are the best PA in South Africa, but you did not believe me and now it has been officially confirmed! Well done Sharon, enjoy every moment!”.

CS: Why do you think that the title PA of the Year has gone to the Cape three years in a row?

SK: Because we have “the mountain” – only kidding!

I also find it amusing when Cape Town is called “Slaap Stad” (sleepy town). But on a more serious note, I don’t think it has anything to do with the province we call home, but more with the aspirations of the individual and how we understand the topics we are given to write and talk about.

PA OF THE YEAR ® 2018

careersuccess magazine issue 2 2018

CS: Do you believe that today’s PA has to cultivate a Signature Presence like the executives do? Why is this important?

SK: I wholeheartedly believe that today’s PA needs to cultivate a Signature Presence in line with our executives, as we are an extension of our executives and in most instances the first person people interact with when they need to talk to and/or meet with the executive, and we all know how important first impressions are. When that first impression is successful, your own Signature Presence is set, which can only enhance that of your executive,

35 CS: How are you preparing yourself for the future workplace?

SK: By being a member of a number of PA/ EA organisations/associations where relevant information, free short courses and e-learning is always accessible. In our profession, the question of AI and the future workplace is a really hot topic right now. I therefore read a lot and study new skills to easily adapt to that which will be required in the next year or two, as society today is changing at a rapid pace.

CS: What do you think training institutions should be focusing on as they prepare PAs of the future?

SK: I believe the following is crucial in preparing PAs of the future: •

Project Management – to understand the basics (as PAs project manage to a certain degree already)

•

Public Speaking – to find your voice (as PAs are sometimes reluctant to speak up)

•

Corporate Finance – to understand the basics (PAs can add so much more value if they understand the bottom line and its consequences)

CS: As an experienced PA, what message do you have for millennial PAs? SK: Please get involved and stay involved.

Understand the culture of the organisation you work for. Recognise their Mission, Vision and Values. Take minutes at meetings and communicate with your executives. The PA of today needs to acknowledge the organisation’s strategy and understand that which is required to support her/his executive in promoting this strategy transparently and for the greater good of the organisation.

I realised early in my career that most executives are approachable and willing to guide, mentor and/or coach when you show genuine interest and can add value.

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career feature

fast questions Charon Querina Stander Your designation: PA to CEO/COO and GM Manufacturing Where are you employed? South African Mint Company

1

What is the most challenging task you have ever tackled as a PA?

I was 30 years of age, working for a niche insurance company and had to arrange a biannual vintage tour event all over the Cape, not knowing the Cape with 24 participants and never having done something like that in my life – was daunting!s.

2

What do you do when you don’t know what to do?

I Focus! Think of what you want to achieve with what you have and take action. If not sure, ask for a 2nd opinion.

3

What is the most daring thing you have ever done?

Why?

Signing off an amount of R25 000 withdrawal in the bank – if it came back I would have been most probably fired as I was earning R1000 a month and could definitely not pay it back, but it was lunch-time, month-end in the bank and all supervisors were also busy with clients and I had a very upset client aron wanting to urgently draw money, Ch

4

When the day gets rough, what do you do? Pray? Scream? Hide in the WC? Have endless cups of coffee? Cry? Write on Facebook?

Try to stay focussed on doing the right thing at the right time, without adding more stress to my day.

5

Which world figure (sportsperson/ author/entertainer/politician/celebrity) would you like to be a PA to? Why? A politician – think it is the most interesting yet challenging position as things change so often and so quickly, I will never get bored.

careersuccess magazine issue 2 2018

1o swift answers by the 2018 PA of the Year finalists.

6

What kind of music/song invigorates you?

Which relaxes you?

Rock music invigorates me. Lounge/Cabaret music relaxes me

7

Where would you choose to go for a week’s sponsored vacation? Why?

8

What is your favourite fragrance? Where does it take your mind?

Anywhere where there are warm beaches, just to lie in the sun, swim in the see and to relax – best medicine there is!

GLOW by JLo: Orange, grapefruit, jasmine, vanilla, musk – invigorating, uplifting smell – makes you feel on top of the world

Stand

9 er

If you could have any company perk, what would it be?

Free medical aid as it is expensive but health is very important – no money can buy that!

10

In one sentence, why would the world collapse if there were no PAs? Considering it is a good PA, there is no employee as multi-tasked/ skilled as a PA in her role as the: Meeting / calendar controller; travel arranger; equipment maintenance person; keeping a database; client interaction; creating presentations and spread sheets; keeping staff and clients happy; assisting with the bosses demands… and these are just part of the picture this one individual faces daily!

37

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fast questions Hannah Kirkwood Your designation:Executive Secretary Where are you employed? City of Johannesburg – Transport Department

1o swift answers by the 2018 PA of the Year finalists.

What is the most challenging task you have ever tackled as a PA? The most challenging task was when I had to manage the tender process of procuring buses for the Phase 1B Rea Vaya project. The value of this tender was R328 million, I had to manage the entire process from arranging the Bid Specification Committee, the Bid Evaluation Committee meetings, taking minutes and assisting with the compilation of the final report which was approved by the Bid Adjudication Committee meeting that was chaired by the City Manager in one of the sittings.

1

5

2

6

What do you do when you don’t know what to do?

I go out for a few minutes to get some fresh air to clear my mind. When I return to my desk I look at the situation scenario from a different angle. If I still don’t know what to do I would ask advice from my colleague (my mentor).

I ask relevant questions pertaining to the situation scenario. I find that asking questions and getting someone else’s opinion normally brings light to the unknown situation.

What is the most daring thing you have ever done? Why?

As a PA I am always willing to assist other colleagues, but there is a difference between assisting and ending up doing someone else’s job. I dared to have a one on one discussion with my boss to inform of what is really happening where a more senior colleague than me wanted me to do his job instead of only assisting him. I had to draw the line as I realised that I became unhappy in my job and at the same time not very productive in my own work. My boss managed to resolve the matter with the Executive management team. This really helped!

4

When the day gets rough, what do you do?

Pray? Scream? Hide in the WC? Have endless cups of coffee? Cry? Write on Facebook?

I take a few minutes, breathe in and out and I always say a little prayer. careersuccess magazine issue 2 2018

like to be a PA to? Why? I wouldn’t mind being the PA for the Executive Mayor of the City of Johannesburg, Mr. Herman Mashaba.

In my opinion he understands what is important especially for the residents of has put in place a 10 point plan that would be in the best interest of the people of Johannesburg. The Executive Mayor stands for what is right, fair and just. He values people and their freedom.

What kind of music/song invigorates you?

Which relaxes you?

Gospel music invigorates me. The song that I am listening to at the moment is “I’m nothing without You” by Dr. Tumi,

7

Where would you choose to go for a week’s sponsored vacation? Why? The Bahamas

nah Kirkwo n o a

8

What is your favourite fragrance? Where does it take your mind?

d

3

H

Which world figure (sports person/author/ entertainer/politician/celebrity) would you

Beautiful by Estee Lauder. It’s feminine yet bold. It always reminds me of the time when my husband and I were still dating.

He bought me this perfume as a birthday gift

9

If you could have any company perk, what would it be?

A car allowance.

10

In one sentence, why would the world collapse if there were no PAs?

PAs are the heart of any organisation. They are the gatekeepers and the goalkeepers of their bosses as well as for the organisation. Without the heart the body cannot function without a PA the organisation cannot function properly.

39

careersuccess magazine issue 2 2018

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fast questions Linsey Hulley Your designation: Executive Assistant Where are you employed? AON

by the 2018 PA of the Year finalists.

1

What is the most challenging task you have ever tackled as a PA? I used to work for a pork processing plant for the Sales and Marketing Director, when the outbreak of Classical Swine Flu broke out in the Cape. The external transporter advised me that we needed to obtain permits from the state vet before being allowed to enter into the Cape to deliver the orders. I was told this on a Monday morning, and the truck was due to leave that Wednesday afternoon. I had to find a qualified state vet on very short notice, arrange for a site inspection of our premises, complete all the paper work and ensure the driver left with the necessary permits.

2

What do you do when you don’t know what to do?

I stop, focus and then confirm exactly what it is that I don’t know! The next steps will be to turn to social media, internet researches, colleagues, PA networks, friends and my own PAs - Google Assistant and Siri.

I will brainstorm, and try different approaches.

3

What is the most daring thing you have ever done? Why?

5

Which world figure (sports person/author/ entertainer/politician/celebrity) would you like to be a PA to? Why? Oprah Winfrey. Despite severe adversities while growing up, she has risen to the top and became an inspiring business woman of global success. I would be humbled to work with someone like this.

6

What kind of music/song invigorates you? Which relaxes you?

7

Where would you choose to go for a week’s sponsored vacation? Why?

H Linsey ulley

When the day gets rough, what do you do?

Pray? Scream? Hide in the WC? Have endless cups of coffee? Cry? Write on Facebook?

I step outside, even just for a few minutes, and practise

careersuccess magazine issue 2 2018

breathing deeply. This helps me to refocus and gather my thoughts and emotions. If I can't, then I take deep breaths and smell lavender oil! A warm cup of coffee and chocolate also helps.

I enjoy country music, it relaxes me, and I listen to rock music to invigorate my mind, body and soul!

When I worked for a textile company in Hammarsdale (Natal) and one morning a very important potential customer called to say that he needed urgent colour swatches for a meeting in Johannesburg that same morning! I needed to catch the next flight, so (not having a car of my own at that time and my boss being away at a conference) I made the decision to drive my boss’s car to the airport and book a plane ticket when I got there. This brave decision was based on the fact that it was imperative to show the colour samples and get them approved - which in fact happened.

4

1o swift answers

I would love to go to Egypt for a week, the Egyptian history and pyramids have always fascinated me, and I would love the opportunity to learn more about them from the Egyptians themselves.

8

What is your favourite fragrance? Where does it take your mind?

Narciso Rodriguez for Women; the scent brings images of sitting at a café in Paris sampling the local cuisine and wine while watching the sun set.

9

If you could have any company perk, what would it be?

To be able to work from home or work remotely, when I cannot get to the office.

10

In one sentence, why would the world collapse if there were no PAs? Personal Assistants are simply indispensable, if there were no PA’s and the world had to do what we do, they wouldn’t have the energy or the time to do their own jobs!

41

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www.ladolcevitaguesthouse.co.za careersuccess magazine issue 2 2018

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fast questions Natasha Colyn Your designation: Executive Assistant Where are you employed? CEVA Logistics South Africa (Pty) Ltd

1

What is the most challenging task you have ever tackled as a PA?

The biggest challenge is when you start working for new company and/or boss, as they have to learn to understand your capabilities, and you need to earn their trust, and get to understand how they want things done.

2

What do you do when you don’t know what to do?

Google is my best friend so I make use of it. In relation to being uncertain about a task or instruction I have been given, I will “ask” to ensure that I have fully understood what the expectation is of me. But on a personal level if I am ever uncertain of what decision to make in my life I pray.

3

I am by nature not a very adventurous person as I always weigh up the “danger” aspect of everything - “boring" I know!. My husband is the opposite, so he ropes me into going on extreme rollercoaster rides which I survive by closing my eyes and screaming all the way!

When the day gets rough, what do you do? Pray? Scream? Hide in the WC? Have endless cups of coffee? Cry? Write on Facebook?

5

Which world figure (sports person/author/ entertainer/politician/celebrity) would you like to be a PA to? Why? Integrity is very important to me, and so the person I would have loved to have worked for would have been Mandela.

He was such a person of integrity.

6

What kind of music/song invigorates you? Which relaxes you?

7

Where would you choose to go for a week’s sponsored vacation? Why?

At this point a week away in any destination would do.

However, I have always wanted to visit the Greek Isles.

8

a Coly tash n a N

Well I think I do a bit of all of the above! I always “Pray” first, because my relationship with God is such that I take my burdens to Him. I am also a coffeeholic so I will find any excuse to have a cuppa. I don’t really use Facebook to vent any personal issues as I don’t think this is the place to air your personal matters. However, I did use Facebook to get over a very tough time in my life. I decided when my Mom passed away last November from cancer, to turn my grief and frustration into something positive. I was very disappointed with the medical fraternity as I felt that she was always just referred to as a “case” and never treated as the person Rosemary. That is why I created an FB page in my mom's honour. I named the page “Because Rosemary Mattered”, because simply put, she did. careersuccess magazine issue 2 2018

by the 2018 PA of the Year finalists.

I am an 80’s girl, and so any songs from that era definitely ignites the feeling of being young and care free.The music that relaxes me is instrumental music.

What is the most daring thing you have ever done?

Why?

4

1o swift answers

What is your favourite fragrance? Where does it take your mind?

Different smells/fragrances takes my mind to different places: The smell of the ocean takes my mind to a place of peace and rest; the smell of my mom’s perfume reminds me of her; the smell of jasmine reminds me of our beautiful garden at home that my husband so lovingly tends to.

9

If you could have any company perk, what would it

be?

I would love to have more leave days although not sure when I would be able to take them with my hectic work load.

10

In one sentence, why would the world collapse if there were no PAs?

We are the backbone of the business, much like the wife is to the husband, and without us our bosses could not be as effective as they are.

It’s like a 13th cheque on top of your 13th cheque.

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fast questions Sonja Nel Your designation:Senior Executive Assistant Where are you employed? Fair Cape Dairies

1

What is the most challenging task you have ever tackled as a PA? In my capacity as Executive Assistant, when working in one of the leading UK construction companies, I was tasked with the re-launch/20th Anniversary of the Business, which came about as the result of restructuring of Management and various other initiatives. I had to lead a team of people (hand-picked) and determine the most effective strategy in achieving the wanted ‘effect’ – from the venue, catering, guest list etc – it was an incredible opportunity which had to be done right! We only had the 1 shot! It was extremely challenging, but so rewarding as the event under my leadership and guidance was a roaring success (I am happy to report! ) held in The Crypt of the St Paul’s Cathedral in London.

2

What do you do when you don’t know what to do?

I ask! Whether it’s Google, my superiors, or HR… I utilise the resources around me for guidance, rather than wasting time trying to figure it out on my own. Even a minimal amount of guidance could set me on course as it creates a starting point from which I can operate.

1o swift answers by the 2018 PA of the Year finalists.

5

Which world figure (sports person/author/ entertainer/politician/celebrity) would you like to be a PA to? Why? Hmmmm….this is a difficult one; but I would have to say either Paulo Coelho or Eckhart Tolle. I find Paulo’s writing and Eckhart’s spiritual teachings incredibly profound and would be honoured to even just be in their presence, let alone being able to assist them as their PA.

6

What kind of music/song invigorates you? Which relaxes you?

I’m definitely a Rocker at heart! So anything with a nice baseline gets me grooving and ready for action.Throw in a double bass drum and I can pull a 12 hour day, easily!

On the relaxation front, I find any classical or ambient music very relaxing. It creates a nice backdrop against which one can meditate too and become still in your present moment awareness.

7

Most definitely Japan!!! Since I was a child I have been completely fascinated with Martial Arts and the Oriental culture. I find that they hold the principles of respect and honour above all else; and this aligns with my personal code of morality.

Sonja Nel

3

What is the most daring thing you have ever done? Why? On the 5th June 1999, I boarded a British Airways flight to the UK. I only had a 1 x backpack and 500 pounds on me when I departed from Cape Town. I was 21 years old and knew 5 people in the UK and decided to pursue a life in the UK with these limited resources.

4

When the day gets rough, what do you do?

Pray? Scream? Hide in the WC? Have endless cups of coffee? Cry? Write on Facebook?

I do 2 things: 1. I BREATHE……this helps me be in the momen; to just slow down and focus on the immediate task at hand.

2. I say the Serenity Prayer!

‘God, grant me the serenity to accept the things I cannot change, Courage to change the things I can, And wisdom to know the difference.’ careersuccess magazine issue 2 2018

Where would you choose to go for a week’s sponsored vacation? Why?

8

What is your favourite fragrance? Where does it take your mind?

Anything VANILLA! It reminds me of ‘home’…..when I smell vanilla; it immediately puts my mind to ease as I feel like I belong.

9

If you could have any company perk, what would it be?

A Company vehicle, for sure!

10

In one sentence, why would the world collapse if there were no PAs?

Because there is no one to manage and lead the Leaders!

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1o

Zippy profile

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fast questions Sharon Künnemann Your designation: Personal Assistant to Chief Operating Officer Where are you employed? Meadow Feeds Paarl

1

What is the most challenging task you have ever tackled as a PA?

2

What do you do when you don’t know what to do?

The Ernst & Young Africa Conference held at Sun City with delegates from across Africa.

(Observe – Act – React) – my daily reminder. Take 10 steps back, breathe, go for a walk and clear my head.

3

What kind of music/song invigorates you? Which relaxes you?

7

Where would you choose to go for a week’s sponsored vacation? Why?

Music that invigorates me is upbeat songs – something I can dance and sing to, such as Shania Twain’s “Man! I feel like a Woman”. To relax I am oldschool and enjoy any romantic love song by Elvis Presley such as “Love me Tender”.

8 ron Künnem a Sh

5

Which world figure (sports person/author/ entertainer/politician/celebrity) would you like to be a PA to? Why? Most definitely Dolly Parton, as I grew up watching her TV show and just love her! Why? Because her life story has always intrigued and amused me and I can only imagine how much I would learn from her.

She is a true example of how one’s circumstances should not determine one’s life.

What is your favourite fragrance? Where does it take your mind?

Tramp body spray. It reminds me of my mom and the wonderful childhood into adulthood I was so fortunate to have which I try and pay-forward every chance I get.

n

(Observe – Act – React) –This is life changing advice received from my Life Coach. It does me no good to stress over that which is out of my control and I am a much calmer person for it.

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an

4

When the day gets rough, what do you do? Pray?

Scream? Hide in the WC? Have endless cups of coffee?

Cry? Write on Facebook?

by the 2018 PA of the Year award recipient

The Maldives, especially Kuramathi Island as this is relaxation at its absolute best. The island is 5kms wide and 8kms long with no cars and no technology. It gives one the opportunity to appreciate the simple things in life.

What is the most daring thing you have ever done? Why?

A bicycle tour with fit friends from Tsitsikamma to Cape Town (±500kms) – not having been near a bicycle since my childhood! Why? Because I was challenged and I don’t back down easily.

1o swift answers

9

If you could have any company perk, what would it

be?

On-site free fitness classes because the life of a PA is mostly desk-bound.

10

In one sentence, why would the world collapse if there were no PAs? The world would collapse without PAs because PAs have a lot of common sense and a “certificate” in life skills with an amazing ability to see the bigger picture and adapt to any given situation.

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careersuccess magazine issue 2 2018

48 On

pa summit 6

September

2018

Secretaries

Day, PAFSA held its annual PA Summit, in Menlyn Maine and the theme was: “From AMAZING Today To AWESOME Tommorrow"

Platinum sponsors were Office National, Sun Arena Sun Time Square

careersuccess magazine issue 2 2018

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pa summit review

PA SUMMIT PICTORIAL REVIEW

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pa summit review

Above: The Summit’s Keynote speakers: Erik Vermeulen, Enkromelle Andrews and Robin Pullen.

Below: Pictures of delegates in peer-to-peer discussion regarding future designations of PAs.

PAOTY tribe 2016 (Back) Mastoora Ramiah, Alice van der Westhuizen, Tanya de Ponte; (Front) Carine Daniels, Tersia Pretorius.

PAOTY Award Assessment Committee (Back) Rene Potgieter (chair of the Award),Michelle Poggenpoel, Pepe Reddy.

(Front) Tracy Dardis, Marianne Myburgh. careersuccess magazine issue 2 2018

PAOTY tribe 2017 (Back) Linda van Noordwyk, Heidi Stiger (Front) Natalie Bassa, Nadia WilliamsMabaso, Milicent Chanetsa.

PAFSA’s M7 committee (Back) Jacqui Brodie, Sonja Bohlander, Feroza Sader.

(Front) Lizelle Gilliland, Marlene Strydom, Lynn Kruger.

PAOTY tribe 2018 (Back) Charon Stander, Linsey Hulley, Sharon Künnemann; (Front) Hannah Kirkwood, Sonja Nel, Natasha Colyn

Summit host/hostesses (Back) Lillo van den Bergh, Charmain Fourie; (Front) Colleen Mansoor, Helena Lauder.

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PA of the Year finalist presentations

During the morning of the Summit, the delegates met the six finalists of the PA of the Year Award, identified below.

Charon Stander

Linsey Hulley

Natasha Colyn

Sharon KĂźnnemann

Hannah Kirkwood

Sonja Nel

PAOTY Judging Panel: L-R Steve Van Straaten; Annette Venter; Theuns Oosthuizen (Chair); Denise Nefdt; Happy Rahinala; Dr Jon Tibane; careersuccess magazine issue 2 2018

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pa summit review

Launch of the Blueprint

During the morning of the Summit, the launch of the Blueprint took place with presentations delivered by the 2017 PA of the Year Tribe

Natalie Bassa

Nadia Williams-Mabaso

Linda van Noordwyk

Mastoora Ramiah (PAFSA President)

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Milicent Chanetsa

Heidi Stiger

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TM

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Take-home from the PA Summit

Erik Vermeulen was the opening keynote speaker at PAFSA's PA Summit 2018. Besides being a keynote speaker, MC and consultant, Erik is an avid multisport endurance athlete, drawn to explore the outdoors and test human potential along the way. This has enriched his knowledge bank which is reflected in his presentations.

Q

Leading to success

At the Summit, you made some valid observations in stating that those principles that bring people home safely from expeditions are those same concepts can be used to create behaviours leading to success.

Can you share with us those 5 key principles?

Absolutely – here goes: 1. Understand the power of process. Make the process the goal, and not the summit. If your process is correct, you’ll achieve the correct outcome, but focusing only on a goal (or a summit) could lead to disaster.

2. Understand challenge and risk. The essence of an adventure mindset is knowing that the outcome is uncertain and that your ability to achieve the desired outcome rests on the balance between your competence and the challenge or risk. High Risk + Low ability = Failure or death. High Ability + Low Risk = boredom. We need to find the challenge that is slightly beyond our ability in order to foster growth and success.

3. Praise effort, not results. When we recognise and reward effort, we instill a long term approach to success. Success becomes more difficult to achieve as the challenges we take on become more complex and difficult and hence we achieve fewer of them. If our external source of motivation in the form of recognition then diminishes, we lose motivation and become

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Behaviours

frustrated. However, if we learn that effort will get us recognition, we know to increase the effort - leading to achieving bigger outcomes.

4. Appreciate Association. No-one summits on their own - we deliberately build associations in our teams on mountains - by using communal base-camp tents and dividing the climbers on our expeditions into teams of two or three who share alpine tents above Base Camp.

You need to do the same in business. Buddies will tend to look out for each other and support others in tough times. Part of this is also equipping people with as much information and knowledge as possible to allow them to make decisions and not only look to leadership.

5. Build the Culture. We create rituals and artifacts on our expeditions - like our love for good coffee, red wine and whisky, or our photobooks, or laser-engraved wood luggage tags and expedition-branded clothing. This creates a sense of belonging and also expectation.

By focusing on the experience and the process as opposed to only a summit, we also build a climate of support and understanding.

People turn themselves back from a summit bid more often than we have to, and we find that once folks understand the culture and the experience, they’ll come back in the future to embark on new expeditions or complete ones they’ve not reached the summit on.

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Q

I really like your philosophy that a ‘sense of adventure’ is almost an imperative today as we navigate a changing workplace. I suppose one can get so bogged down by events around us we stop seeing the possibilities! You remind us of the need to get out of ourselves and conquer, isn’t it?

The very essence of the construct “adventure” is that it embodies any endeavour of which the outcome is uncertain, but that the outcome should also be largely within the control of the individual - but it should take them just marginally out of their comfort zone.

A lot like life actually!. The only certainty in life is that you’ll die (one day) and that what happens to you on any day is uncertain. So, just being alive ticks the boxes of an “adventure”. Think back to when you were a kid, or have a look at your kids. Babies learn everything they know by physically exploring their world. By falling down and getting back up. By getting hurt and then avoiding those same actions, or learning the skills (putting in the effort) to master some aspect of staying alive and thriving.

Somehow 12 years of schooling and a routine job robs us of this adventure attitude.

Q

Erik, you are a profound believer that mindsets of people can change – and that through behavioural interventions workplaces can be reshaped. Do you think this is easier said than done?

Yes I am - with one caveat. People will only change their mindset when the outcome is framed in such a way that it

is relevant to them.

When I work with companies in culture development the behaviours that will support the culture is always framed as “I do” or “I am” statements. They’re co-created with employees, and I insist that reward and recognition programmes are integrated into the culture process. It’s also important to give the process time, and complete buyin from the executive team is a non-negotiable.

My experience shows that turning a culture is as easy as deciding to do it, framing it correctly and not deviating from the process as the goal. The new culture should be framed as doing what is necessary for a company to remain relevant in the future of its customers and its industry.

Q

Do you believe there should be internal workshops held at organisations on this matter? I say this because the personal brand of each employee makes up the company image and brand.

Well, I have to say a loud YES to this question because this is what I do! And I love it! Helping people to look at the subject of personal brand and how we are all communicating our brands is very important in my opinion.

It is often something that people are simply unaware of – how they come across or how their personal style affects the people they work with or, even more importantly, how it affects their customers! continued on next page careersuccess magazine issue 2 2018

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Take-home from the PA Summit

continued from previous page And I really like the way you refer to how the company brand and our personal brands can gel or conflict – this is an important subject to look at and all companies should be looking at it. In the same way, all companies should be helping their employees with the art and science of effective communication – this is how we behave and connect (or not) with each other in the workplace.

Q

When we know that the impact of technology is going to be dramatic in the next few years, what do you think will keep us relevant in the future workplace?

The more high tech the world gets, the more high touch we need to be. Our ability to understand emotions, build relationships and innovate will keep us relevant. And by innovate I don’t necessarily mean doing something new, but rather to stop doing something that is old - something that we’re already doing that’s not feeding the process that will lead us to achieving our goals.

Q

We know that you enjoy working with the PA community. What has led you to appreciate their increasing importance of the PA?

Probably the fact that I’ve not been able to find a really good one myself! But seriously, I’m on the border of being a little AHDH and the ability of the PA to manage relationships, manage distractions, and become an extension of an executive is invaluable. I really need a mini-me - someone who can apply a ton of initiative and understanding is a deal-maker. I think that, even though I’ve just said I battle to focus for long periods in the office, when I do focus on an expedition, the single-mindedness and determination is second to none.

I believe that as projects and businesses become more complex, the importance of a PA to manage multiple facets will allow executives to focus on the important things of the time more effectively.

Now let’s get to know the person, not just the expert What do you most enjoy doing in your free time? riding my bike, climbing mountains and keeping fit, cooking and I’m a bit of a TV Series addict.

What type of music inspires you?

My playlists are crazily diverse and I love the daily playlists that my Apple Music puts together.

I’m enjoying a lot of House music at the moment.

Goldfish rocks.

What life circumstance/event has had the most impact on you?

Raising my twins - Casey and Hayley (age almost 4) along with successfully completing expeditions, it’s almost the same thing really.

Who has been an invaluable mentor?

I’ve never been the guy who puts others on a pedestal. But it’d probably be my Xplore partner Alex Harris for his ability to always appear easy going and going deep into a pain cave for long periods of time. In business it’ll be Richard Mulholland for always telling it like it is!

If you could have dinner with three people, who would they be and why?

Lance Armstrong - love him or hate him, he’s one determined SOB. George Mallory - he may very well have been the first person to summit Everest but we’ll never know; and Ernest Shackleton - the Antarctic explorer who lead his team from certain death to make their way to rescue. careersuccess magazine issue 2 2018

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Is your business performance not getting you to the summit?

Erik Vermeulen leads Ridgeline - a boutique consultancy that helps companies explore and build their brands from the inside out. “Strateteering� Workshops Corporate Culture Interventions and Re-engineering Keynote Presentations and MC / Conference Moderation Team Performance Programmes Behavioural Insights

C O N TAC T E r i k Ve r m e u l e n e r i k@ r i d g e l i n e .g l o b a l +2 7 8 3 6 0 3 7 1 1 9

RI DGE LIN E

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Take-home from the PA Summit

Robin Pullen, a masterful speaker and consultant, was the closing keynote at this year’s PA Summit.

His emotive and passionate delivery of the message “Beyond motivation – it’s time for activation” is really timely.

Become the reason Things get done!

Q

Robin, you get people excited to move themselves into a new way of being, with their lives and their career. I think you realised that all of us at work are now really beyond getting peptalks and want something more substantial as a compass, isn’t it?

RP: You're so very welcome, it was a privilege to contribute to such a high calibre event, and yes I totally agree with you about pep-talks and motivation. Working with thousands of people spanning across countries and cultures I have

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learnt that motivation only lasts for a moment.

Regardless of your level of leadership or responsibility at work, to be able to effectively fulfill your role you need to be able to draw your motives into action. To do that you need to learn how to identify what your motives are.

By that I mean take the courage to do the personal work, get activated and develop what I like to describe as a working understanding of what motivates us into action.

This is one of the insights that separates sustainable high performance and a pillar of the Zone of Clarity, the first stage of our Activated Coaching system.

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Q

I find this statement of yours very powerful: Become the reason things get done rather than someone waiting for a reason to take action”. I suppose that little thing – or is it the big thing – called initiative, remains a key attribute.

What do you think may hold people back?

RP: Well that's just it, people are losing the ability to 'see'.

We observe more and more that fewer people demonstrate the ability to exercise initiative in the work place. Perhaps it has to do with the increasing complexity of the world of work, perhaps with the changing nature of the culture of leadership or at least work place culture.

Either way when a person operates in a negative energy or state, whether that is because they perceive they are placed 'under' an emotionally negative environment or whether they are forced to operate in an environment of uncertainty, in the simplest terms that person is hard pressed not to react in a state of fear. In this condition it is highly unlikely for a person to practice initiative, unless they develop the ability to get (self) activated. I believe that initiative can become the final competitive edge in any organization.

In a globalised digital world a person can get immediate access to just about any insight they need to make a decision towards activity. However that does not mean that anyone actually will do anything. It is the person who has the initiative to apply knowledge and use wisdom so that they take action who will win the day. It is the organisation that effectively cultivates an environment that promotes this kind of initiative that will out perform its competitors.

Q

Robin, when you say “become a trusted navigator through the abundance of options” you are encouraging us to tackle head-on what comes our way and to be alert to the opportunities

and move in the right direction. Do you think this is easier said than done?

RP: Doing anything requires clarity and confidence.

Recognising opportunities requires just what you said, that we are 'alert'. This means more than just been awake and aware. This means been able to develop a real-time working understanding of the context that we active in.

The 'trusted navigator' is someone who has developed the ability to read the times. It does not mean that you have more authority or are more clever than anyone around you, often only that you are the person with the most clarity and the ability to identify the most appropriate course of action.

To do this we need to accept that there are an abundance of options right in front of us. Most people are just not ready or willing to recognize them. Until they get activated. The Activated leader has developed the ability to 'check-in' with their head (intellect), their heart (emotion) and their hands (experience and expertise). This tri-factor, which I like to call Activated intelligence (Ai) is what gives Activated teams the ability to tackle challenges head-on and keep moving forward in the 'right' direction.

Q

When we know that the impact of technology is going to be dramatic in the next few years, what do you think will keep us relevant in the future workplace?

RP: I do appreciate the role and value of technology in the future workplace however I am still convinced that community and connect are central to the "DNA" of human kind. The immediate impact of technology in an ever increasingly digital world remains the rapid change of pace. continued on next page

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Take-home from the PA Summit

continued from previous page In the fast paced workplace of the future the leading edge will be the organization who can cultivate the ability to make sense of rapidly altering change. The Activated leader will be able to develop a working understanding of change quicker than their counterpart. They will be able to adopt new technology with a working understanding of the benefits to be realised. They will be first to adapt and then make the necessary adjustments to their behavior demanded by new working conditions. They will be the first to apply the new technology without losing a sense of control or the clarity required to reach their business goals.

We know that you do coaching and training interventions and your material is world-class. What areas do you most focus on, and why?

RP: I have made it my mission to help people learn how to get activated so that they can take action that generates real world results, at work and at home.

Having trained more than 100 000 people across the continent including leaders in business and community from around the world I have come to witness first hand

too many people who are unable to take action and enjoy the results, on both a professional and personal level, that they deserve.

By that I mean despite all the training and development, ever increasing ease of access to knowledge and even the readily available support of world class resources and equipment too many people still struggle to actually take the simple actions required to get stuff done that generates real world results.

On a personal level I wanted to learn why I had been 'trapped' in a condition described by medicine as a 'disease' for more than 30 years. I was later 'healed' of the cause and all subsequent symptoms in a matter of hours after learning how to change my emotions towards a particular set of beliefs.

With a new understanding I have discovered that my body can 'self-heal'. Armed with these growing insights I want to help as many people as who are ready learn how to get activated and set themselves free from what they have unknowingly let trap them.

Now let’s get to know the person, not just the expert What do you most enjoy doing in your free time?

touched and shaped the lives of so many people in his industry and community. I hope to be even half the man he is when I am his age.

Enjoying a glass of pinotage wine or discovering a great gin. Truth is I don't often get much free time however I make a point of listening to inspiring podcasts as I travel.

If you could have dinner with three people, who would they be and why?

What type of music inspires you?

Oh what a great question.

Long session Deep House "chill" tracks. Great for background music when I am doing creative work and for traveling when not improving my knowledge through another podcast installment.

1. The first that comes to mind would be Elon Musk, not just because we went to the same high school however because he has learnt how to take so much action on such very big dreams. I want to learn from him how I can do the same in my own life.

What life circumstance/event has had the most impact on you?

First would be discovering the body's ability to selfheal on a physical level through a catastrophic injury and later a lingering medical condition. Then definitely on an emotional level through the pain of the process of divorce and the insights into my personal beliefs and the love that my children and I share.

Who has been an invaluable mentor?

Definitely my Dad. He is a humble hero who has

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2. From a professional perspective Brendon Burchard has achieved everything I hope to as a speaker, coach and trainer. From a personal perspective there is so much I can learn from him as a business and industry leader.

3. I want to be the first guy to have won the heart of my daughter Rebecca-Ruth. So if it's a super fancy dinner one of my first thoughts would be to invite my girl.

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Take-home from the PA Summit Enkromelle Andrew is a keynote speaker on change, brand and business strategy with a cutting edge style that inspires and ignites people.

Her keynote at this year’s PA Summit was on the necessary change we all have to face and overcome.

THERE IS MAGIC in change!

Q

When did you discover that you could really connect with people and get their buy-in to your important messages?

EA: Hahaha thank you. To convince people or have them buy into your messages is a matter of sincerity.

The audience connects and responds to your call of action when you present from a genuine and sincere place. It is not a skill, I am just very sincerely passionate about the messages I share. I am grateful, I discovered this very early in my career and have since then only shared about topics I feel strongly about.

Q

When we know that the impact of technology is going to be dramatic in the next few years, what do you think will keep us relevant in the future workplace?

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EA: I think the message you deliver with regard to there being ‘magic in change’ is more than relevant today as increasingly people are forced to move with the times that do not always bring good tidings. It’s up to us, as individuals, to find the magic when it’s hard to see it, isn’t it?

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Q

I think the message you deliver with regard to there being ‘magic in change’ is more than relevant today as increasingly people are forced to move with the times that do not always bring good tidings. It’s up to us, as individuals, to find the magic when it’s hard to see it, isn’t it?

EA: Absolutely! At the time change occurs it might seem like the worst thing that could possibly happen. But as time goes on, the Universe will reveal to us why we had to go through what we went through. Our lives do not get better by chance, they get better by change. I love the quote "Change is hard at first, messy in the middle and gorgeous in the end". It’s always up to us to believe and trust that change brings about magic and wonderful endings. In fact everything about our lives is up to us - we always have a choice, and I choose to see the magic!

Q

Enkromelle, you, yourself, have experienced change and having to adapt to new circumstances …what were your coping and survival skills?

EA: Acceptance, I accepted that things had changed, so I had to change too. They say every stage in your life will

demand a different you; you always have to be prepared to change yourself, your mindset to cope through new circumstances. The secret of change is to focus all your energy, not fighting the old, but on building the new.

Q

What other topics do you speak on? Why? EA: I speak about IKIGAI (pronounced i-ki-gai) is a Japanese concept that means "a reason for being." The word "ikigai" is usually used to indicate the source of value in one's life or the things that make one's life worthwhile. The word translated to English roughly means "thing that you live for". Each individual's Ikigai is personal to them and specific to their lives, values and beliefs. I help people discover and live their best life. A life that is fulfilling and full of joy. Individuals who have an IKIGAI have the power activate their next level breakthrough in life and business.

Q

As a young woman, going places fast, what advice would you give young career women of today?

EA: Stay grounded, true to yourself and don't wait another second to start living your best life!

Now let’s get to know the person, not just the professional What do you most enjoy doing in your free time?

I am an adventure junkie, anything that promises to spike a bit of adrenaline I'm game! In my free time I do a lot of hiking and play tennis. .

What type of music inspires you?

I love Afro soul music. My favorite musician at the moment is Amanda Black.

Who has been an invaluable mentor?

My mother. She has braved through a lot of uncomfortable questions just to make sure she guides me along all big lessons life has to teach a young aspiring woman. She has been very consistent and supportive both as mother and mentor.

If you could have dinner with three people, who would they be and why?

Wow! Oprah Winfrey, Mother Theresa and LHamo Dondrub. To know what kept them going, more so how they managed to live great and fulfilling lives whilst giving back.

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last page

Test your

Wits and have Fun Just for laughs 9. I am six letters. When you take away one I am twelve.

10. 2. Where can you find roads without cars, forests without trees and cities without houses?

11. 3. I have keys but no locks. I have space but no room. You can enter, but can’t go outside. What am I? 12. You can have me, but not hold me. Gain me & quickly lose me. If treated with care I can be great & if betrayed I will break.

13. What do you serve, but you cannot eat?

14. Mount Everest was discovered, what was the tallest mountain in the world?

15. I am a box that holds keys without locks, yet my keys can unlock your deepest senses. What am I? 16. They make a living harassing wealthy, beautiful people. Lady Gaga sang about them.Who are they?

ANSWERS 1 Dozens, Dozen , 2 Map, 3 Keyboard, 4 Trust, 5 Tennis Ball, 6 Mount Everest, 7 Piano, 8 Paparazzi

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