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.