Description

Reception Perfection! The Open Event

A unique half-day workshop (09:30 - 13:00)

** Book today to take advantage of our early bird price - £199 instead of £249 **

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.

Learning objectives

There are five key benefits from attending this programme:

Enhanced understanding of the vital role of reception

Improved communication skills

Increased ability to deal with different types of customers and situations

Efficient and effective information flow within the business

Additional confidence

Workshop outline

1 Introduction

Course objectives

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 and where are our customers?

Good, bad and neutral 'micro moments'

As a customer, how doyoulike to be treated? What makes people feel valued?

2 Communication mix

Differences between communicating face-to-face and over the telephone

The power of positive terminology

The importance of first impressions

Conveying welcome and efficiency

Information 'leaks'

How accurate are your listening skills?

Taking and leaving messages

Considerations for how emails are received

Flexing to fit task or relationship inclined clients and colleagues

3 Confidence, assertiveness and dealing with difficult situations

What are the challenges in your role?

Qualities of assertive communication and behaviour

Assertive techniques

Constructive ways to say 'no'

4 Pulling it all together

Summary of key learning points

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Reception Perfection! Open Event

By Maximum Performance

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