Protecting your executive’s time is an essential part of your role as an executive assistant. You’re the manager of their schedule—helping your executive stay focused on what matters most, even when requests and interruptions come from every direction.

Some situations you’ll find yourself handling include:

• Deciding which client requests need your executive’s attention and which you can resolve yourself
• Preparing clients so meetings are focused and efficient
• Managing follow-ups to keep projects moving without unnecessary interruptions

Mastering these skills helps you keep your executive’s schedule on track and build trust with both clients and your team.

Every day, you’ll need to decide which communications require your executive’s direct attention and which you can resolve on your own. The key is to recognize when something is routine versus when it’s high-priority or sensitive.

• Routine requests (like rescheduling a meeting or confirming details) are usually safe for you to handle directly.
  “Thank you for your message. I’m happy to confirm the new meeting time for next week.”

• High-priority or sensitive issues (like contract terms, strategic partnerships, or anything that impacts business strategy or legal matters) should be escalated.
  “The client has expressed concerns about the contract terms. I recommend we review this together before responding.”

Like the last lesson, we can use the STOP framework again for helping make these decisions. Here is how it would look in this case:

• S: Situation – What is being asked?
• T: Type – Is this a routine matter or something sensitive or strategic?
• O: Others – Who is involved? Does the client expect a decision only the executive can make?
• P: Permission – Do you have the authority to handle this, or does it require your executive’s input?

Before you respond, quickly run through STOP in your mind. If the situation is routine, within your authority, and doesn’t impact strategy or key relationships, you can usually handle it yourself. If it’s sensitive, strategic, or outside your scope, escalate it to your executive.

Here’s a quick reference table of some examples where you can handle it yourself or if it should be escalated:

You can make meetings more productive by preparing clients in advance. This means confirming details, answering routine questions, and sharing essential information before the meeting.

For example:
“Ahead of your meeting with Ms. Poppy, please find attached our service overview and answers to your initial questions. This will help us make the most of your time together.”

When clients arrive informed, meetings stay focused and efficient.

After meetings, you’ll often be responsible for follow-up communication. This helps reduce unnecessary interruptions for your executive and keeps projects moving. If a partner emails with follow-up questions, you might respond:
“Thank you for your thoughtful questions. I’ve provided answers below and will ensure Ms. Poppy is updated on your feedback.”

If something requires your executive’s input, summarize the issue and recommend next steps, rather than forwarding every message.

Here’s how this looks in action:

• Jake: Hi Victoria, a client just emailed asking if we can move their meeting to Thursday. Should I check your calendar and confirm with them?
• Victoria: Yes, that’s a routine request. Please go ahead and confirm the new time with them directly.
• Jake: Got it. Also, another client mentioned they’re unhappy with some of the contract terms and want to discuss changes. Should I set up a call for you to review this?
• Victoria: Yes, please escalate that one to me. Contract changes can have a big impact, so I’ll need to be involved in that conversation.
• Jake: Understood. I’ll handle the meeting reschedule and forward you the contract concern for review.

In this exchange, Jake checks before escalating, and Victoria confirms the right approach for each situation. This kind of clear communication helps protect the executive’s time and ensures important issues get the right attention.

By practicing these skills, you’ll protect your executive’s time, support strong client relationships, and help the business run smoothly. In the next activity, you’ll get to practice making these judgement calls and communicating with professionalism and confidence.