Dealing with colleagues based/visiting abroad

[officepa]

I did tag this question on to another post but thought it may get lost so am posting a new topic with my question.

If you have to deal with staff (either a direct boss or one of your colleagues) on a daily basis within your company who are based abroad rather than they are just on a short visit - what would you consider the major areas to consider?

For example, which is the best method of reaching them - do you/they prefer emails with queries or updates or for you to actually call them? 

Do you have a set time each day you make contact or is it as and when required?

Getting documents to them securely - best way?

Dealing with major time differences - not just an hour or so either way.

Communiation - this I think is the main thing in any format - how to keep this strong and effective when you are not able to just pop into their office to quickly check something?

I am sure this list could be endless but I think you understand what I am getting at.

Look forward to any help/advice you could let me have.
Thank you 

[gee4]

Great topic and one I have dealt with for most of my working life.  As I said before you develop a different kind of relationship with those who travel and live abroad, then you do with those who are in the office.

Which is the best method of reaching them?
- usually by phone, however on occasion when I am sending travel details, it's via email

Do you have a set time each day you make contact or is it as and when required?
- as and when required although I usually know their whereabouts

Getting documents to them securely - best way?
- email or fax if email is not accessible

Dealing with major time differences
- this is one of the most important aspects you have to bear in mind especially when deadlines occur.  Note time differences on a chart or in your Outlook calendar of the countries your people travel to on a regular basis.

Communiation
- I communicate regularly with my "out-of-towners" and as mentioned above, usually a mixture of phone and email

Personally I think you develop a working relationship more quickly with this group because you have limited time to communicate and in some instances, it could be weeks/months before you meet f2f, if ever.

Only this morning a couple of my guys who travel regularly have called into the office.  It's a friendly exchange like they've always been around and I think it's important that they have strong, solid admin support back in the office when needed.  They know I'm at the other end of a phone and likewise I keep them informed of my whereabouts too.

Hope that helps and look forward to hearing others' experiences.

[peaches2160]

Although my boss is based here, he does travel extensively and much international travel.  When abroad, I find it easiest to communicate with him via e-mail, since he is very good at keeping up with it, or, in some instances, IM (instant message) which is on our e-mail when online.  Recently he was in Asia and we did not miss a beat.  Phone works best too in certain situations, but sometimes reception is poor depending on the country he is in with the service provider we have.

[Cathy S]

I have worked with several different bosses whilst they travelled to the far east, India and the States.  (Covered European trips too but the time difference is less disruptive there)

So that I knew I could make contact at regular intervals I would book slots into their calendar (carried with them on their Blackberry) for teleconferences using Skype.  This offered the advantage that if the time difference was large I could call them from home at no cost to me - but more importantly Skype allows immediate document sharing whilst you talk.  In between times if I needed to touchbase on something I would e-mail and then keep an eye for them signing in on Skype and get confirmations or updates from them via Skype instant messaging.

I have found for most bosses letting them go without a regular commitment to 'talk' in the diary is fraught with danger and asking for a stress attack when decisions have to be made without them! (usually when they return and feel excluded)

I was always prepared to talk with the boss outside office hours on these trips because the flexibility worked both ways and I could change my hours in the office to accommodate this.  Interestingly I have never had this taken for granted nor felt taken advantage of - rather because it is offered as a privilege it has been treated with respect.

Boss's who travel are hard work but good fun?

One tip - if booking hotels which are to be settled by a third party credit card (eg your travel agents):

Often the agent sends the confirmation and credit card details to the hotel and the hotel mislays them - consequently traveller gets asked to settle directly.  This requires great fortitude to sort out sometimes but never ever allow your traveller to settle - the travel agent will almost certainly bill you too because as far as they are concerned they have paid!  Start off with the good habit of checking direct with the hotel if possible that they have the credit card details.  If you cannot check for any reason train your traveller to ask the right questions and to carry the travel agent phone number so the hotel can immediately contact them to resolve.

This scenario came into a most stressful trip for a young boss with a taste for 5 star travel! Trip was booked as flight Scotland to Luton; speaking engagement and dinner; transfer following day to Heathrow; Hotel at Heathrow for 11am flight next day to Switzerland; week in two centres in Switzerland including a hotel booked on travel agent credit card; flight back to UK and the taxi transfer to meet GF for weekend before flights back to Scotland.

Having been reminded to pick up business cards he forgot.  A phone call from the taxi to the airport "Can you send some on to my Heathrow Hotel please?"  Tight timescale so sent Guaranteed delivery.  All goes well until the morning of the flight to Switzerland.  He couldn't sleep so got up early and after breakfast sat in the hotel lobby on his laptop preparing a presentation; as his flight took off I got a panicky phone call - I missed the airport shuttle; don't worry the airline is sorting me out another flight but can you ring and cancel my dinner engagement tonight please?"

As he arrives at second hotel he has been prompted to ensure they have the credit card details from the travel agent.  He was reminded on three further occasions during the 4 day stay.  I had just started chairing a meeting when I get a call - "Cathy I am running late, might miss my flight and the hotel want me to pay the bill ..." my reply was businesslike and brief "Best thing you can do then, is pay the bill and get to the airport immediately.  I am just chairing a meeting but let me know in an hour if you are stuck for a flight and I'll see what I can do"

I then had a series of text messages which had the office in stitches:

"Got to airport ... think I'm okay"
"Got to Gatwick"
"Got a taxi ..." (I couldn't help it I asked out loud "does he want a gold star?")
"Met GF ..."
"Did this (long distance) taxi to GF's house get put on account?" "erm no ... GF organised it!"

It took me 6 months to sort out the double charge on the hotel, during which time he travelled to the States (that trip required me to organise a day trip to Mexico ... which turned out to be impossible and became a three day visit), Switzerland again and the States again.

[gee4]

One tip - if booking hotels which are to be settled by a third party credit card (eg your travel agents):

Often the agent sends the confirmation and credit card details to the hotel and the hotel mislays them - consequently traveller gets asked to settle directly.

Any travel booked in my company is via our travel agent who sends us an emailed itinerary of the booking.  Travellers are issued with a company credit card which is used to pay hotel bills and other travel expenses eg. other flights such as those on low-cost airlines, meals, car parking etc.  Each individual is then responsible for paying the credit card bill and claiming back their expenses.

[peaches2160]

Our process is the same.  Works well.

[Cathy S]

It was something we argued for repeatedly at my last employer but the company credit card system that did exist was so restrictive that it was never used, with some opting to settle on their personal cards and claim it back but there were always people who argued they couldn't afford to do that and then we would have to find cash advances and deal with the complications of accounting for the expenditure (removing alcohol form meal allowances, etc) and returning the unused advance.


Cathy

[gee4]

My travellers can get cash advances on their company credit cards.  However some individuals opted to use their own personal credit cards as they didn't like the idea of an additional credit card.

I think it makes sense to keep business expenses separate from personal transactions.

[peaches2160]

Coincidently this post ties into some information I received this week.  My boss has been offered a position heading up a part of the organization in another country.  Extensive international travel will be involved, and the details have not yet been worked out as far as if he will actually relocate there, or remain based here and travel there for periods of time.  This information has not been revealed to anyone in the organization except a few higher ups, and me.  He confided in me which I appreciate.  My immediate response was what a great opportunity this is for him.  He told me first and foremost I should not be worried.  I did put the bug in his ear that I can support him virtually, as we have done this very well in the past when he has traveled for weeks back to back.  We did not miss a beat.  So, over the next few months, while the details are being worked out for his new assignment, I will sit tight and see where the road leads me.  I told him that with technology as it is today, we could pull this virtual support off without a problem.  I know he does not want to break in a new assistant in a foreign country, appreciates me and realizes we do work well as a team.  However, time will tell.  Just curious how you would react and handle the situation?  Your thoughts ......

[gee4]

I think I would have concerns mainly because your boss will no longer be in the office as much as he once was and you probably want to know if your company will maintain you.

There's nothing you can do until you have it all confirmed, so I would liaise with HR on that front.  They have a right to keep you informed of what is going on.  It's your livelihood after all.

Your boss can reassure you all he likes but at the end of the day it may not be his decision to make.  The fact that he has already told you "you should not be worried" would make me worry more.  Nothing is certain.  You have to ascertain, will you have less to do because he is not around, or more to do because he is travelling?

Is he the CEO or a senior manager?  Moving on to head up another country would make him Country Director??  That's a very big step up for anyone so he is right when he says "it's a great opportunity for him".  He's letting you know he is moving on no matter what.

[Cathy S]

How would I react "ooooh that is such an exciting opportunity!"

Then I would calm down, take a few deep breaths and do what you have - suggesting ways to build on what you have already demonstrated is a successful way for the two of you to work together.  Certainly whilst the detail is worked out he will know he can be confident in high quality support and for you it is an opportunity to show that virtual support during previous trips wasn't a fluke and that you can make virtual support successful in the long term too.

And yes there is the possibility that ultimately he might opt (or the company might opt) for localised support abroad ... but that is a "might" and there is only one certainty in life ... but you don't want to go there yet so amke the most of the opportunity whilst it remains open to you.

Good luck and please do keep us in the loop.

Cathy

[peaches2160]

The opportunity will be for two years.  He has already stated the job can be done anywhere.  Although he will need to be there some but traveling all over most of the time.  I am not liasing with HR yet.  I am waiting until the fianl arrangements is made on his position and where he will ultimately be based.  Does anyone have any good articles written by VA's and by the Executives that are supported by VA's?  I would like to have input from both sides of the roles on the pros and cons of virtual support in this situation. 

[msmarieh]

I did this for a year with a past boss and I loved it. I ended up working from home, since - as said, the work can be done from anywhere. I had the computer, email, 2 line phone (so I could have all work calls forwarded to my second number), etc. all at home. I LOVED it and would go back to it in a heartbeat. That said though, there are definitely pros and cons either way.

You can pm me if you have specific questions I might be able to help with.

[peaches2160]

Well, change is in my future.

[peaches2160]

Well, what a journey this has been over the past few months.  Working out the details of an Executive assignment abroad for the first time in a companies history is quite the learning experience.  I guess I was put in the right place at the right time.  They say, everyone is put in a place for a reason:)  Anyway, the details are finalized, except for a few loose ends that are not in my control.  In a few days ex-boss will be based physically in his new country in his new assignment, leading the organization globally.  In the meantime, I have been provided with the opportunity to work with the person assuming his former role based here.  Therefore, my role remains the same.  However, we are in merger mode and the organization has grown and continues to go through growing pains:)  Will be tackling new challenges and opportunities for improvement.  Just keeping focused and adding value where I can, and beginning the team process in working with my new boss. 

Needless to say, over the past few months, I have ridden the entire emotional roller coaster managing change presents....stress, frustration, grief, keeping attitude in check and so on.  Yes, I have shed a few tears out of frustration and to relieve stress.  I am proud to say, I did add value to this entire process and know I am appreciated by Sr. Management which means alot to me. 

Looking forward to the challenges that lie ahead, and oh yes, I have been asked by HR to help write the policy and procedures / process to assist with future Executive assignments abroad for the organization.  Whoo Hoo!   My ex-boss is just a phone call or an e-Mail away, and my new boss reports dotted line to him, so, not so bad.