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Paula Harding reviews Heather's presentation to the IAM

The Art of Communication with Heather Baker and the Institute of Administrative Management

As a member of the Institute of Administrative Management (IAM) I have access to discounted attendance at training events they organise throughout the year. I regularly review their events page and I noted that Heather Baker would be presenting ‘The Art of Communication’ in Manchester.

By attending IAM training events I am able to use this as part of my portfolio of evidence for my CPD which demonstrates my commitment to increasing my knowledge, skills and personal qualities necessary for the execution of my role.

I follow Heather on social media and I also have a number of her development books. In my role as an Executive Assistant, Heather’s knowledge has been invaluable and I couldn’t resist the urge to see Heather present.

Communication is a major part of an Executive Assistant role as we represent not only our own profession but our executives and our organisations.

It was lovely to meet Heather. She greeted us with a huge smile and throughout the session was engaging and informative. The main highlights I took away from the session were:
- Understanding if I communicate effectively? How much impact does the tone of my voice, the words I use or my body language have on my message?

- Identifying techniques to use to improve the way I communicate confidently and assertively and to interact professionally.
- Ashby’s law of requisite variety.
- How to improve on building rapport and making others feel important, using emotional intelligence and gaining influence.

The highlight of the session for me was the discussions we had on how communication styles had changed in the 21st century. We no longer need to use old fashioned sentences or business clichés. Using social media requires a different style of communication and it was very informative to hear Heather’s advice on this.

Heather is the founder of Baker Thompson Associates and there is a fabulous section on their website where you can access articles, news and links to websites which you may find useful.




Paula is an Executive Assistant at the Liverpool School of Tropical Medicine (LSTM) supporting Professor Phil Padfield, Dean of Education and Senior Management Team.

She is a member of the PA Hub, Executive and Personal Assistants Association and the Institute of Administrative Management and is an active member of business networking groups in Merseyside.

An ambassador of the EA/PA profession Paula is keen for EAs and PAs to discuss roles, to share knowledge and to network with business professionals to build business acumen and credibility.