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Introductions:
Tray: Today I'm talking to Lindsay Taylor, co-founder of ‘Your Excellency’, author, trainer and podcaster, and NLP practitioner.
Lindsay: Absolutely, lots of titles. Thank you, Tray.
Tray: I look forward to discovering about all of them—I'm hoping, in our podcast today. Welcome. Thank you for taking the time out for joining us and our listeners. For the benefit of our listeners, would you just give me a brief synopsis of your career history and kind of what's brought you to date to ‘‘Your Excellency’’ and what you're doing now?
Lindsay: Absolutely. Firstly, thank you so much for inviting me along as well. Looking forward to chatting with you, Tray. So my career started off as an EA and PA. I worked both in the UK and the US, took a little bit of time out to be a mum to two children that are no longer children and are both adults now, and then, in 2007, my husband and I set up ‘Your Excellency’ Limited, a training and coaching organisation specialising in supporting EAs, PAs, executive support professionals.
So, I always say to people, you know, having been a PA and EA, I've kind of been there, done that, worn the T-shirt, understand the diversity of the role—really, some of those challenges that you face. And, I think that's quite important where you're sharing learning and development, that you've kind of understand what the PA/EA role is about, you know, what the expectations are, and actually how you can help some of the EAs and PAs with some of those challenges as well.
The Start of 'Your Excellency':
Tray: So that's interesting, because you've glossed over quite a long career—
Lindsay: It was a big span of time wasn’t it? It was, yes, yes.
Tray: Very quickly. But so just tell me a little bit about the sort of roles you were doing when you were a PA and executive assistant and then, what was that light bulb moment that made you think about ‘Your Excellency’?
Lindsay: So I was working…quite amusing actually—for those UK listeners listening, I did work for ‘Woolworths’ for a for a time, and people used to joke and say I was working on the pick and mix counter, which would have been very lovely, but I was working one of their regional offices, relocated to the head office on Marylebone Road for a while.
I then worked for an American organisation called ‘Transamerica’, whose head office is in San Francisco—that pyramid building. They do lots of sponsorship of sports events. So I relocated from Hertfordshire with ‘Transamerica’ over to Chicago for a couple of years, so really wide-ranging roles as a PA and an EA. I had a team of PAs that I supported when I was in the UK. In the US, I worked in an attorney's department—which was very different. The culture in the states was very different as well, which I think really kind of help me understand the differences in work across the world as well so… I love travelling too! I've already said to you, I'm on holiday on Friday as we record this, so… gearing down!
The Evolving Challenges of Being a PA/EA
Tray: So do you recognise then, in some of the people you're training today and some of the challenges they're faced with, as similar to what you experience as a PA/executive assistant or, are they quite different today's challenges?
Lindsay: I think there are the underlying similar challenges around supporting sometimes quite strong-willed senior leadership team members. I think the challenges are probably grown over time, particularly obviously with the use of technology. I mean, I'm going back to when I worked as a PA—it was back in the '90s/2000s—so, obviously the technology really wasn't what it is today.
And I think, you know, there's regularly kind of this scaremongering that our roles are going to be, like deleted out by ‘AI’ and robots and digitisation. And actually, that can be a bit of a scare for lots in the profession, but I do think, you know, taking technology and using it to the best of your advantage is really seeing it as an opportunity rather than a threat, so—
Tray: I definitely think that's something, you know, four, five, six years ago, was seen as something that was, as you say, going to sort of replace parts of the more junior levels of business support roles perhaps, rather than the executive assistant necessarily.
Lindsay: Yes, yes.
Tray: But it hasn't been the case. It hasn't come to fruition, has it?
Lindsay: I think, you know, with the PA/EA role and supporting sort of senior leadership team members and your team, there really has to be that human connection. And whilst it's good to embrace the technology that's available to try and make your roles easier, you know that nothing is ever going to change that kind of human connection that you have, and you know, ideally that brilliant working relationship that you have with your executive that you're supporting. You know, I'm a big believer in kind of that human connection, so—
The Transition into Training
Tray: Absolutely. And especially at that senior end. What, so… how did the transition into training come about?
Lindsay: So it's a bit of a journey really. I did skip over many years very quickly for you there, Tray, but I trained when I was when I was ‘mum’, I also trained as a nursery nurse and I absolutely loved the whole sort of psychology of how children soak up information and how they learn. And it really was, I suppose, a kind of an amalgamation of all of the things that I love becoming a trainer and setting up ‘Your Excellency’ with my husband—we're a family-run business. It was really an amalgamation of all the things I love, that I'm passionate about.
So the EA/PA role, the fact that I love how our brains can soak up information and we can have that learning mindset, but also wanting to advocate the profession to help the EAs and PAs to understand that they can employ new ways of doing things, that they can think differently, that they can create those brilliant working relationships with their executives. So it was a real mix, I suppose, setting up the business and realising—you mentioned earlier I'm a practitioner in NLP, which is all about how you and other people tick, which is a fascinating subject.
And you know, I realised when I was doing my NLP training, you know, this is stuff that I would have absolutely loved to have when I was a PA. Why would you not want to understand how your own mind works and then how your executive's mind works and how you can then create that connection and work better together, if you can be sort of flexible with your thinking. It's yeah, really interesting.
Tray: I think the NLP side, which for anyone unsure it's ‘Neuro Linguistic Programming’. Its a way of engagement of understanding people, relationships, skills, challenges, tasks and affecting all of those better really- in a nutshell.
Lindsay: In order to achieve all the things you need and want to achieve. And lots of our lots of our programmes, lots of our learning and development, have that foundation with NLP, although we don't always share it—because some people are a little bit scared. It's quite scary sounding ‘Neuro Linguistic Programming’. But actually, if you cut through it, it is about how you and other people tick. And you know, I just find thinking have that awareness of how you behave, and your sort of patterns of behaviour and others. And then you can use that to your advantage. Then you know… its amazing stuff really.
What Kind of Training is on Offer for Executive Assistants & PAs?
Tray: Yeah, absolutely. So you reference there that there is a bit of NLP in the foundation of a lot of your training, talk to us a little bit about what training is on offer for executive assistant, PAs or…?
Lindsay: Yeah. Yeah. So particularly from us, I suppose with 15? 16 years, sorry, now in business, you know there's we've got a huge range of topics and subjects that we can deliver training in. We've got 2 main programmes. The first of which is for those that want to break into the PA profession, or those that are working as a PA, but they kind of want that, evidence that they're using and employing the most up to date strategies and learning.
And that's our, what's called the ‘Essential PA Programme’ And it incorporates some of the off core regulated qualification - I'm going to sound a little bit like I've quoted this before now Tray. It's the only qualification on the off core register that uses PA in its title. So its absolutely relevant to the profession, absolutely current and up to date as well – the materials that we share. And it's just really nice when you can come out with that certificate that you can add to your CV, add to your resume, you know, put on your LinkedIn profile and say, “yes, I've got this recognised qualification here and I know I'm employing the most up to date thinking and strategies”. And it is the only one that uses PA on the off core register the title there.
Tray: And it's interesting you say that for both career transitioners as well as, you know established PAs—
Lindsay: Yeah, yeah.
Tray: Who can, I suppose, cement what their skill set that they've learnt in their job?
Lindsay: Absolutely. And the lovely thing we're getting together, a cohort of learners as well, where you've got that mix, you know, those that are coming up the ranks to be a PA or want to join the PA profession, plus those that maybe have a few years experience. We always say every learning experience is an opportunity to network and it's about learning from each other as well. So if it's obviously different sort of areas of expertise, different skill sets, different levels of experience. And sharing that, you know, adds another kind of dynamic really to the learning the learning cohort.
Tray: How might you measure or how do you measure the effectiveness of the training?
Lindsay: Lovely question. You did send me a real list of questions. Life frowned. A little bit of that one tray while I was thinking about it. Lots of ways, I suppose. First and foremost, it would be feedback from the learner themselves, you know, and one of the really lovely things is that we've discovered is that many PAs come out at the end of any of the programmes with us and say it's that boosting confidence that they've got, which I think is just such a great take away.
You know, sometimes the skills that we're sharing may be practises and things that the PA is already doing, but they may need to tweak them slightly and/or they discover that the things they're doing are actually attributed to some top business guru. You know they've got a copyrighted theoretical name to them or a registered trademark on it, and actually that can really add that boost of confidence because they the PA them realised, you know, I'm doing this stuff. I may need to change it slightly but actually I am doing it and it's proven that it works. And actually, that, that boost of confidence is just really lovely. So we that that would definitely be one of the main takeaways.
And obviously when we hear from our PA clients, you know and our learners and our graduates, if they've had that promotion, if they've then have the confidence to step up, to apply for different positions, or take on board more responsibility, then you know you know… brilliant! It's job well done.
The Evolution of Training Requirements:
Tray: And I think that speaks volumes, doesn't it? I mean, it's lovely to have that sort of feeling of better self worth and you know what you're doing with your job that bit more. But really if it's people working towards a promotion or to increase their skill set for whatever reason that they're looking, to seek slightly different change in their career path then that speaks for them.
So in terms of, you've been established, I think since 2007?
Lindsay: Yes.
Tray: What's changed during that time, with training requirements?
Lindsay: Oh. So, so much! I mean, I think you know when we set up, there were a handful maybe, of PA/EA trainers which was great and I think now, you know, that there are so many resources, there's so many trainers out there that want to help you in your profession, that kind of advocate or cheerlead this profession, which is just really lovely and it is a real community - that's the thing. I think that's really grown over those years that we've been in business. It's PAs coming together and recognising that it's not just them that are maybe having a challenging Monday or challenging day, and that some of the challenges they're experiencing others are as well and actually, there is benefit in getting together and sharing those challenges and talking about, “OK, So what did you do in that situation?”, you know? And getting inputs from like I say, top business gurus from learning and development specialists as well, so—
Tray: I think that absolutely key in terms of the isolation of their roles. You know, it's something we at Bain and Gray, hear a lot for you know - the more senior people get, the lonelier the position is, and it's hard to sort of find peers or a network in that forum and—
Lindsay: I think sometimes as well. It's almost educating some of the PAs that there are these resources available to them. There are so many advocates out there, including me, that really want to help you in your profession that can signpost you to different people that can support you. You know? And if it's, we have a really great business friends programme actually where we bring on board people sort of individuals, companies that have particular expertise that's outside of our realm of expertise, and we can then draw on them to help our PA clients as well, so… Sort of IT training, or recruitment support, or you know whatever else that is.
You know? We can kind of signpost our PA and EAs to those resources and say “look, we can give you first name introduction” you know, “they're really going to want to help you” because there are people there that are absolutely there to help you and reach out to them.
Tray: I think looking at your programme of training the one thing is those IT skills that we, you know, get asked for typically at Bain and Gray. But that's great that you say you know you've got connections with these business friends—
Lindsay: Yeah, we don't do we don't do IT skills, but we definitely can signpost you to someone who can—
Tray: The right people.
What Courses Are on Offer?
Tray: What, in terms of, I think you answered this earlier actually, but in terms of the of the qualifications. So there are there accredited these courses, all of your courses are they?
Lindsay: The essential PA programme is the only qualification that we do. The other programme that we do is the mini MBA programme for senior and executive assistants. That's an accredited programme, so rather than being a qualification, it has an accreditation and it's accredited by the IAM – ‘Institute of Administrative Management’, who are one of the oldest professional bodies for business admin managers in the UK.
So it means, like the qualification, we've obviously had to meet stringent quality standards to gain that accreditation we need to maintain that every year as well. So it makes sure that all of our materials are current, they're up to date, all of our trainers as well are qualified trainers so that you know you're getting that that kind of benchmark in the learning and development that you're going to receive from us.
Tray: So there no doubt that sort of rigour and discipline you apply across all the unaccredited courses you usually run.
Lindsay: Yes. So we've, yeah, we've got one and two day courses accredited non accredited, but you know you're just such a wealth material. And I think one of the things that we truly believe, well, that's a few things we truly believe in, ‘Your Excellency’, but one of the things we do believe is that you have to be easy to do business with.
You know, if a PA comes to us and says, “you know what, I've got a really specialist sort of need for learning and development here. What can you do for me?” We would, we would try absolute hardest to pull together a programme that's going to meet their needs and wants. And it could be very different to another PA that comes to us and we can do, bespoke training, we can do tailor made training, you know and make sure that we're pulling on board the right experts to deliver that training as well for them.
Tray: Amazing. So tell us about some of the detail behind your MBA. What? What does that involve?
Lindsay: Love the Mini MBA programme! I absolutely love it, and I'm saying I love it, but it's I don't facilitate that programme, I was instrumental in pulling together the materials, but this is very much Malcolm's facilitation, ‘The Mini MBA’ programme. So Malcolm's my co-director and husband, a partner in crime, partner in everything. So he is a former finance director. Got lots of experience working in industry, and absolutely kind of gets the whole EA/PA profession and advocating that, and I think - I'm going to be biassed here because he is my husband - but I do think he's very good at kind of cutting through the jargon, explaining things in a way that really makes sense, so that the PA clients can go away and they can put this into practise straight away and we're very much for cutting through that jargon for explaining things in really user friendly and making the learning applicable. It has to be.
You have to understand what the purpose is of taking on board this learning and using it. You know, we regularly say you can go along to a conference, you go along to a training session, you can learn something. But, unless you really understand the impact of using that learning and applying it then that's the important element there. You know, what have you learned? What are you going to do with this? Learning how, when and where will you apply it? That's the benefit and the emphasis there.
Tray: Is this something one needs to take time off work? And the training - how are they structured, like practically?
Lindsay: OK. Yeah. So the essential PA programme, which is the qualification programme, is five one day training courses that are attended virtually. After each training course, you are expected to submit a written assignment, so there is some sort of self study there and we expect you to do some extra research, some extra reading and kind of immerse yourself in the learning.
We spread that programme over the course of eight months, so it gives you time to do your research. It gives you time to do your assignment writing. ‘The Mini MBA’ programme is a 5 month programme – the original programme - is a blended learning programme, so you have a combination of one hour prerecorded sessions and then three hour live sessions which are held in our Virtual Academy. So there are set dates obviously for the live 3 hours, but the 60 minute ones you can revisit, you can watch in your own time.
Lindsay: Really exciting, the last couple of weeks we launched the ‘Mini MBAs’ are fully on demand programme as well. We know that, the whole sort of work environment has changed and everyone wants a little bit more flexibility. You know whether they're working in the office or from home or wherever - they're kind of rocking up and working. The on demand programme is purely prerecorded training videos with the same content as the on demand, but obviously you have that total flexibility to do that learning in your own time.
Tray: Which it's going to make it make it so much more accessible.
Lindsay: Yeah, it will. I'm hoping it's really going to open it up for so many more people.
Lunch and Learn:
Tray: So, tell me about lunch and learn. What's that all about?
Lindsay: I love my lunch and learns - one went out today. So, lunch and learn is - you can sign up to this - It's a Monday lunchtime email, I say arrives into your inbox with an energetic ping provides motivation inspiration from Monday, particularly on a gloomy day as well. This morning was very frosty when I typed out my lunch and learn. These are free training tips and tricks, and they are also the very best way to stay in touch with what's going on here at ‘Your Excellency’, but also what's going on for our business friends and what's going on in the PA/EA community as well. And the voice of, it's me that types the lunch and learns it's very much my voice. So hopefully you're getting it's very down to Earth. It's very fun. It's very friendly. And I think, you know, having those lunch and learns, as I say on a Monday lunchtime, can just be that little bit of inspiration or enthusiasm that you need, you know, to start your week off, right.
Tray: So do you find that you have different candidates on courses across different types of arrangements? In terms of, some come to lunch and learn, they follow up and then they do one of your extended courses. Is that the case?
Lindsay: Yeah, I think you know what? What we try to do and what we're still trying to do is to make sure that we are using different platforms, different ways of learning for all of our PA/EA clients. So the lunch and learns are written emails, so obviously that's great if you want to sort of do your reading. We obviously do our blended learning. So you've got those prerecords, you've got those live sessions. The lovely thing is that there are more sort of in person face to face training sessions coming up again, which is just delightful after the whole. Two and a half, three years around, being behind a screen. So we are a fully functioning virtual Academy. However, if anyone wants me to go somewhere and do an in person event then absolutely I'm there, you know.
Tray: We're all getting a bit more excited about things.
So you do find candidates coming back for more? They do come, come back and look at different types-
Lindsay: Yes. That’s the really lovely thing as well, I said, you know that the feedback we get is really great from our learners and we make sure that we do stay in touch with them where they are very much kind of our PA/EA clients and we're really proud to kind of follow their learning journey after they've completed a programme with us Of course, we're going to let them know, you know, OK, the next step of your learning could be, you know, if you've done the essential PA programme, the next step could be the mini MBA or it could be, you know, listening to - I've got a podcast, so listening to my podcast or, you know, look out for some more on demand training because we've got so much in the pipeline that we want to do to support our PA clients. So yeah, absolutely. We stay in touch with everybody.
Tray: Wow. Amazing. I mean, I was just about to say, you sound like you've got everything covered. So what next for ‘Your Excellency’?
Lindsay: Obviously, continuing with what we have, but I'd really like to increase our on demand programme. So I do think that extra flexibility for PA’s and EA’s to be able to access training when they like, you know, and where they like as well wherever they are in the world. At the moment, we have two programmes, Tray on the on demand platform that we use. So there is my ‘A-Z digital training course’, which is based on my book that I have, and then there's the ‘Mini MBA’ on demand, which was literally released just a week or so ago. I'm already thinking I should be working this year, on pulling together an on demand qualification, because I do think that would give a lot more accessibility to many EA and Pa's as well. It's going to take a little bit of thinking because obviously there's the assignment writing there and it would still need the assignments to be marked, internally verified. But if we can build up that on demand platform and have those programmes to supplement the other things that we do, I do think you know it's gonna be really great for so many more across the world.
Tray: Yeah, I think, I mean, I do think that online learning has grown enormously, hasn't it? During the pandemic, in all sorts of different areas, so great to have this accessible for the business support community.
Tell me about your book.
Lindsay: So my book. I was trying to work out when I originally published it and I forgot to check that on my way here. But I issued a second edition at the end of last year, so it's called the ‘A-Z Pearls of Wisdom for Executive PA’ In in essence, it's 26 chapters A through to Z, and each chapter is a new kind of, a ‘Pearl of Wisdom’, a new topic to learn about. So we start with assertiveness, which is a top ask and want of many in the profession, and we finish with the Z, which is zealous, which if you look up the word, would make lots of PA’s and EA’s be nodding their head wildly at that word.
Tray: So would it be fair to ask you, just a plump for what's under F?
Lindsay: Oh F is a lovely one, actually it's all about feedback and I think it's called, I don't know whether I changed it on my second edition, but its feedback to self and it's not flippity gibbet because it's yes, it's a lovely word.
Tray: Yeah, good one.
Thank you, Lindsay. It's been a pleasure talking to you today. Today you've been listening to Lindsay Taylor from ‘Your Excellency’.
Lindsay: Thank you so much for having me.
Tray: You're welcome.
This edited podcast transcript was part of our wider podcast series on Links. If you liked what you have listened to/read, please check out the rest of our catalogue here.