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Meeting People’s Expectations. Patti Muxlow, RN,BSN,MHA. Introduction. Dawson Trotman. Objectives. To introduce strategies to Meet People’s Expectations without doing it all To introduce strategies for work/life balance. Unique Workload of the Administrative Assistant.

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meeting people s expectations

Meeting People’s Expectations

Patti Muxlow, RN,BSN,MHA


Dawson Trotman

  • To introduce strategies to Meet People’s Expectations without doing it all
  • To introduce strategies for work/life balance
unique workload of the administrative assistant
Unique Workload of the Administrative Assistant
  • Managing the schedule
  • Meeting preparation
  • Event planning
  • Phone calls
  • Managing email volume
  • Drop in regulators/inspectors/auditors
  • Angry customers
  • Correspondence
  • Everything else!
tips to improve productivity
Tips to improve productivity

Do you often feel the day flies by without your devoting the necessary attention to the one assignment you set out to do?

-New tasks keep landing on your desk

-Co-workers interrupt you

plan each day
Plan Each Day
  • Planning can help you get more accomplished and feel more in control of your life.
  • Write a to-do list
      • Most important tasks at the top
  • Keep a schedule of your daily activities
      • Minimizes conflicts and last minute rushes
prioritize your tasks relatively unimportant tasks can consume a lot of your day
Prioritize Your TasksRelatively unimportant tasks can consume a lot of your day.
  • Assign a number or letter in order of importance to the tasks
      • Franklin-Covey method of assigning priority

A – urgent and important

B – important but not urgent

C – urgent but not important

D – not urgent or important

  • Include the date due or promised
limit distractions
Limit Distractions
  • Block out time on your calendar for big projects. During that time, close your door and turn off your phone, pager, and email.
think it through upfront
Think it Through Upfront
  • Don’t assume that just because something has “always been done this way” that it’s the best way.
  • Thinking the project through early on allows you to do a better job of anticipating potential problems, setting deadlines, and planning your tasks.
break large time consuming tasks into smaller tasks
Break large, time-consuming tasks into smaller tasks.
  • Break the project into sections with deadlines and commit to them.
  • Schedule a few minutes at a time in your day until you get the task done
      • Practice the 10-mnute rule – work on the dreaded task for 10 minutes each day.
say no to nonessential tasks
Say no to nonessential tasks
  • Consider your goals and your schedule before agreeing to take on additional work.
      • Ask what the due date for the task is.
      • If it is not possible to accomplish within the expected timeframe – ask if you can delegate the task to another.
      • Practice intentional neglect sometimes.
  • Look at your to-do list and consider what you can pass on to someone else.
      • Identify your subject matter experts
  • Remember – teamwork can result in exceeding expectations
last minute requests
Last Minute Requests
  • Help coworkers who make last-minute requests of you to change their work styles making them more efficient and productive.
what you permit you promote q uint studer
“What you permit you promote!”QuintStuder
  • If you’ve taken on last minute requests, done them, and never indicated that this is a problem for you, then you’ve reinforced that it’s okay to do.
educate people on how long a task takes
Educate people on how long a task takes
  • When certain tasks don’t fall under a person’s job requirements, they may underestimate how long they take to complete.
  • Let them know steps involved and about how long the job will take.
use collaborative problem solving
Use Collaborative Problem Solving
  • There might have to be some give and take in order to accomplish the last minute task placed in front of you.
  • Since you now have your tasks listed and prioritized, you can scan the list and collaboratively discuss what it will take to accomplish the task.
already working on a project that is more urgent
Already working on a project that is more urgent?
  • Let the coworker know when you’ll be able to tackle their issue.
  • Maybe you can tell them how to get their project started so that when you’re free you can hit the ground running.
  • You can suggest another coworker who will be able to help them.
  • Setting parameters will help you both work better together.

If you know that you are gong to be out the week before a finished project is due, you’ll know to:

  • Set an earlier deadline for yourself so that you get your portion done before you leave
  • Make sure the project point person knows your schedule, and
  • Ask for items that you know you’ll need ahead of time.
follow up frequently
Follow Up Frequently
  • May sure your boss knows what you are working on and be upfront about your progress.
  • We work in an environment where things change quickly, companies frequently have to take a step back and recalibrate.
  • If you run into a problem, let the boss know about it.
take the time you need to do a quality job
Take the time you need to do a quality job.
  • Doing work right the first time may take more time upfront, but errors usually result in corrections = wasted time.
anticipate problems
Anticipate Problems
  • Anything can happen.
  • Have a contingency plan.
acknowledge you can t do it all
Acknowledge you can’t do it all.
  • Accept the fact some things won’t get done at all.
      • Make peace with the fact that you must leave some things undone – for the sake of your own sanity.
  • You must know which things you can safely ignore and which things demand your intervention.
evaluate how you re spending your time
Evaluate how you’re spending your time
  • Look for time that can be used more wisely.
get plenty of sleep have a healthy diet and exercise regularly
Get plenty of sleep, have a healthy diet and exercise regularly
  • A healthy lifestyle can improve your focus and concentration, which will improve your efficiency so you can complete your work in less time.
take a break when needed
Take a break when needed
  • Too much stress can derail your attempts at getting organized. When you need a break, take one. Take a walk. Do some quick stretches at your workstation. Take a day of vacation to rest and reenergize.

“I can’t give you a surefire formula for success, but I can give you a formula for failure: try to please everybody all of the time.”

Herbert Bayard Swope

  • Hyatt, Michael: When you feel overwhelmed by your workload. Retrieved from http://MICHAELHYATT.COM
  • Mayo Clinic Staff: Time management: Tips to reduce stress and improve productivity. Retrieved from
  • Studer, Quint: The Great Employee Handbook: Making Work and Life Better. Fire Starter Publishing (2012)