Course description
Reception Perfection!
The often-used phrase, ‘just the receptionist’, completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation.
This half-day programme with Candy Bowman has been designed specifically to deal with the essential skills necessary to represent the organisation to the best possible effect.
It will also help you get the most out of your working day.
Upcoming start dates
Suitability - Who should attend?
Who should attend?
- Any staff who are relatively new to the role
- More experienced staff who would welcome a refresher to consolidate their skills
- Anyone who has to provide occasional cover for reception
Outcome / Qualification etc.
There are six key reasons to take part in this workshop. It will help you:
- See your role in a new light
- Develop your communication skills
- Deal with different types of customer and situation
- Boost your confidence
- Cope in a pressurised environment
- Get more satisfaction from your working day
Training Course Content
Taking a fresh look at your role
- Why is a receptionist so important?
- The challenges of 21st century communication
- What makes an excellent point of Reception?
- The importance of service standards
- Who are our customers?
- Good, bad and neutral ‘micro moments’
- As a customer, how do you like to be treated? What makes people feel valued?
Communication mix
- Differences between face-to-face and over the telephone
- The importance of first impressions
- Understanding body language and facial expression
- Conveying welcome and efficiency
- Voice and words
- How accurate are your listening skills?
- Taking and leaving messages
Confidence, assertiveness and dealing with difficult situations
- How to look, sound and feel confident
- Coping in a pressurised environment
- Recognising different styles of behaviour – aggressive, passive and assertive
- Dealing with challenging situations
Pulling it all together
- Summary of key learning points
Course delivery details
A thoroughly enjoyable, very practical and relaxed half-day session (9.30 – 1.00), led by one of our most popular trainers.
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Maximum Performance
At Maximum Performance, we are passionate about improving the performance of individuals, teams and organisations. Our extensive portfolio of courses are offered via a range of flexible delivery options - including open courses, in-house training, webinars and virtual classrooms. We...