Reception to Perfection

Overview

 An excellent Receptionist is a most valuable resources for any organisation. As the first point of contact, Receptionists shape peoples’ immediate and consistent impressions. They are responsible for disseminating information whilst juggling a large range of activities, many without any advance notification. Reception to Perfection deals with the essential skills to represent a firm for best possible effect, provide new, existing and internal customers with a first class service and boost the confidence of these crucial members of any team.

 One - day course outline 

  • Welcome and introductions
  • Course objectives and personal objectives
  • The challenges and effects 21st century communication
  • What makes an excellent point of Reception and why is it so important?
  • Who and where are our customers?
  • As a customer, how do you like to be treated?
  • What makes people feel valued?
  • Objective and subjective aspects of customer service
  • Micro moments’ that shape the relationship
  • Definition of communication and barriers to good communication
  • The ‘recipe’ of verbal, vocal and visual
  • Differences between communicating face-to-face and on the telephone
  • Communication ‘leaks’ and the primitive human response
  • The impact of visual communication - body language and facial expression
  • Voice – tone, speed, volume, pitch, clarity, inflection, pacing
  • Words – positive words and phrases compared with negative terminology
  • Professional greetings face - to - face -
  • Steering the conversation with effective questioning
  • How we use the telephone
  • Qualities of the telephone
  • Non verbal communication on the telephone
  • Professional telephone etiquette
  • Taking and leaving messages -
  • Clarifying information
  • How accurate are your listening skills?
  • Active / empathetic listening
  • Understanding how different people communicate - shaping a message to help the other person feel understood
  • Recognising different styles of behaviour – aggressive, passive and assertive
  • Qualities of assertive communication. – verbal, vocal and visual.
  • Assertive techniques - basic, persistence, negotiation / empathetic
  • Words – the most useful ones to use with stressed people
  • Challenging situations - what do you find difficult and how do you respond?
  • Dealing with outbursts of anger 
  • Bringing non - stop talkers back from their tangent
  • Constructive ways to say ‘no’
  • Strategies to help build resilience and bounce back
  • Summary, review and questions
  • Action plans

Benefits of the training 

 

  • Enhanced understanding of the vital role of the Receptionist
  • Improved communication skills
  • Increased ability to deal with different types of customers and situations
  • Efficient and effective information flow within the business
  • Additional confidence

© Candida Bowman 2007 - 2019

 

 

 


Contact us about this course.