In a world where jobs often need to be multifaceted and we need to take on different tasks and roles to keep a business running, the value of Personal Assistants (PAs) extends far beyond administrative duties. In fact, people in this position have a unique opportunity to champion diversity, equity and inclusion (DEI) initiatives within their organisations, and shape work cultures with the following skills. We look at six diversity skills PAs should develop…
Inclusive event planning
Accessibility is more than a compliance checkbox. It should be a fundamental part of any businessโ values. PAs play an important role in transforming event planning from a logistical exercise into a powerful statement of accessibility. For example, they can help select venues that accommodate individuals with diverse physical abilities, ensure technological interfaces are user-friendly, and proactively address potential barriers.
Not only does this ensure that staff feel valued and welcomed, but it helps to reduce the risk of accidents or personal injury on-site. From choosing wheelchair-accessible locations to making sure sign language interpreters are booked for events and sensory-friendly environments are considered, there are many aspects of inclusivity that can be overlooked. PAs can make this a priority focus and provide reassurance to all those within the business.ย
Cultural intelligence
Cultural Intelligence, often known as CQ, is the ability to recognise, understand, and effectively navigate cultural differences. For PAs, this means developing awareness of how cultural backgrounds might influence communication styles, decision-making processes, and business expectations.
An assistant with strong cultural intelligence can effectively anticipate potential misunderstandings before they occur, such as recognising when direct feedback might be perceived as rude in certain cultures, or understanding when silence indicates contemplation rather than agreement.
This skill is particularly valuable when it comes to supporting colleagues who work globally or contractors and freelancers, as it enables PAs to provide contextual insights that help their managers avoid cultural missteps. Mastering cultural intelligence ensures they can facilitate smoother international business relationships, guarantee appropriate protocol is followed in cross-cultural meetings, and help organisations build stronger connections with diverse partners and clients.
Communication skills
Language is a powerful tool for inclusion, and PAs can help to reshape company communications. This involves developing communication protocols that respect cultural nuances, avoid inadvertent exclusionary language, and promote mutual understanding.
Inclusive communication involves crafting messages that resonate with and represent diverse audiences. For PAs, who often draft correspondence, prepare presentations, and manage internal communications, this skill is fundamental to creating an environment where everyone feels valued and represented. Inclusive communication might include gender-neutral language, for example, avoiding cultural idioms that might not translate well across backgrounds, or ensuring written materials are accessible to people with different abilities.
This skill matters because communications often serve as the first impression of an organisation’s values. When assistants incorporate inclusive language into everything from meeting invitations to company announcements, they help establish a culture of belonging and demonstrate their companyโs commitment to diversity.
Conflict resolution
Conflict resolution across differences involves the ability to mediate misunderstandings stemming from cultural, generational, or communication style variations. PAs often serve as unofficial mediators in workplace interactions and, as a result, they can play a crucial role in defusing tensions before they escalate. This skill requires recognising when conflicts stem from cultural differences rather than personal disagreementsโsuch as varying expectations about meeting punctuality or different approaches to expressing disagreement with superiors.
A skilled PA will diplomatically address these situations by reframing perspectives, encouraging direct but respectful dialogue, and helping team members understand each other’s cultural contexts. Itโs an important skill because unresolved cultural conflicts can significantly undermine team cohesion and productivity. Knowing how to effectively navigate these sensitive situations ensures thereโs psychological safety in diverse teams and valuable employees are prevented from becoming disengaged.
Emotional intelligence
When it comes to DEI, emotional intelligence means recognising and appropriately responding to different expressions of emotion and adapting your support style to various personality types and backgrounds. For PAs and Executive Assistants (EAs), who might serve as the first point of contact for both internal teams and external stakeholders, this skill enables them to “read the room” across cultural contexts and respond with cultural sensitivity.
A PA with emotional intelligence understands that in some cultures, emotions are expressed more subtly, while in others, animated expression is the norm. Strong emotional intelligence within diverse teams is vital for recognising when an international colleague’s quiet demeanour indicates respect rather than disinterest, or when an executive from an expressive culture isn’t actually angry despite their passionate communication style.
Emotional misinterpretations across cultures can lead to significant professional misunderstandings and negative repercussions. But, by serving as emotional translators, PAs can build trust between team members and create environments where authentic communication can flourish despite different emotional expression styles.
Continuous learning
Continuous learning about diversity requires us to stay up to date with evolving terminology, best practices, and gain a deeper understanding of various dimensions of difference. For PAs, whose roles require constant adaptation to changing company needs, this commitment to ongoing education ensures their approach to inclusion remains relevant and effective.
A PA dedicated to continuous learning might consider joining professional networks focused on diversity in administrative roles, following thought leaders from various underrepresented groups, or participating in cultural competence workshops. Diversity work is never “complete”โit relies on ongoing attention and adaptation as societal understanding evolves.
Professionals who embrace continuous learning in this area demonstrate genuine commitment to inclusion rather than performative awareness, and position themselves to provide increasingly sophisticated support as their businessโ diversity initiatives mature.
Practical strategies to employ
Be authentic at work
Embracing authenticity is essential because it significantly enhances mental wellbeing. When you stop dividing yourself into โwork modeโ and โhome mode,โ you experience lower stress, greater resilience, reduced inner conflict, and stronger relationships. Simply put, showing up as your true self at work isnโt just beneficialโitโs essential. Authenticity is a skill we develop over time, but itโs also important to observe authenticity in others so we can use it as inspiration to bring more of our true selves to work.
Six diversity skills PAs should develop – start by leveraging your current skills
As weโve seen, as an assistant, youโre in a prime position to influence workplace cultureโbut how can you actively contribute to inclusivity? No matter what your personal background or familiarity with DEI work is, your organisational and leadership skills equip you to drive meaningful changeโso lean into those strengths. This positioning allows you to examine workplace policies, ask important questions, and advocate for positive change. Leading with compassion, especially since these discussions can sometimes be clouded by fear of the unfamiliar, is also essential.
Ask questions
Assistants can actively contribute to an inclusive workplace in their everyday interactions. You donโt have to be a โDEI expertโ to make a differenceโsimply asking thoughtful questions can guide conversations in a way that broadens perspectives and encourages learning for everyone. Such active enquiry directly fuels continuous learning, demonstrates curiosity and a willingness to understand new viewpoints and different backgrounds. A commitment to lifelong learning is essential for breaking out of these bubbles and deepening our understanding of each otherโs experiences.
Personal assistants have such a significant role to play in fostering accessibility and promoting DEI in their organisations. With their unique position and influence, PAs can actively contribute to developing a more inclusive and equitable workplace, whether itโs by organising events with inclusivity in mind to ensuring fair administrative practices, supporting DEI training, and advocating for DEI in strategic initiatives.
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