National Seminars Group
National Seminars Group presents
 

Essentials of Managing the Front Desk On-Site Training

This on-site training class is also available as Public Schedule Seminar.

Introducing a comprehensive one-day program that gives you the powerful tools you need to handle the difficult challenges that go hand-in-hand with your important job!

Course Description/Agenda


Program Description

This comprehensive one-day workshop is a fast and easy way to get the essential training you need to perform your important job with more confidence and authority - and less stress!

We'll cover it all - from powerful communication skills to time management and organization tips to expert phone techniques and tactics for handling difficult people. In addition, a special section on front desk safety and security will get you up to date on the emerging issues that every organization must be prepared to deal with in this day and age. You'll find out how to protect your organization - and yourself.

In just one day, you'll gain the solid skills you need to be more effective and successful in your demanding role - and in your career!
 

What You’ll Learn
 

  1. Project a more confident, polished, super-professional image
  2. Handle difficult people with tact and diplomacy
  3. Deal effortlessly with tough situations, such as VIPs who won't follow company rules
  4. Take phone messages the mistake-proof way
  5. Screen calls effectively -- and without annoying the callers
  6. Eliminate speech habits that may be sabotaging your success
  7. Become a more effective communicator overnight by improving your listening skills
  8. Boost your productivity with dozens of time-savers
  9. Get your workspace organized and keep it that way
  10. Know the best way -- step-by-step - to handle security, safety and emergency situations
  11. Pinpoint your major causes of stress and plan how to avoid them
  12. Eliminate many of the interruptions that slow your progress
  13. Get long-winded callers to the point without offending them
  14. Avoid power-robbing mannerisms and behaviors that make others regard you less seriously than you deserve
  15. Turn piles into files - fast!
  16. Keep patronizing or rude people in line with tactful but firm responses
  17. Greet phone callers in a way that immediately conveys warmth and professionalism
  18. Spot and correct security and safety problems in your reception area
  19. Get a quick energy boost with stress-busting exercises you can do right at your desk
  20. Return to the office recharged and refreshed, eager to put the new techniques you learned to work
     

Who Should Attend
 

  • New receptionists who want a fast way to learn essential skills that will make them immediately more effective on the job
  • Experienced receptionists interested in upgrading their skills and boosting their productivity
  • Long-time receptionists who want to polish their existing skills and be better prepared to face security and safety challenges

 

Workshop Agenda

Projecting a Poised, Professional Image that
Commands Respect
 

  • Why a receptionist's image can make or break the organization's image
  • The 7-second decision people make when they first see you-and how to capitalize on it
  • Tips for exuding professionalism and authority without ever saying a word
  • Power-robbing mannerisms and behaviors that make others take you less seriously than you deserve
  • Using your body language to convey a strong, confident presence
  • Secrets for appearing poised and in control when you feel just the opposite
  • Common mistakes receptionists make that scream "Unprofessional!"
  • How to exhibit a "no nonsense" attitude while still being friendly
     

Powerful Communication Skills that Increase
Your Effectiveness
 

  • Mastering the 7 Cs of effective communication: correct, clear, concise, courteous, constructive, conversational, considerate
  • Speech habits that can sabotage your success and how to eliminate them
  • "Lightweight" words and phrases you should slash from your professional vocabulary
  • Active listening techniques that will improve your effectiveness overnight
  • How to's for getting your point across-even when others aren't paying attention to you
  • Recognizing how your voice image affects your credibility
  • The fine art of saying "no" without causing offense or feeling guilty

Mastering Essential Telephone Skills
 

  • Smart ways to build your telephone image fast
  • Greetings that communicate warmth and professionalism
  • Call screening techniques that don't annoy or offend callers
  • Alternatives to asking, "Will you hold, please?" that rate high with callers
  • On hold: how long is too long to keep someone waiting?  

    More Seminar Information

    National Seminars Group
    National Seminars Group

    Delivery Method

    On-Site Training On-Site Training

    Also Available As

    Seminar Seminar

     
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On-Site Training
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