Reception

Capita Learning & Development
Birmingham, London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' The role of the receptionist is paramount in creating the right image and welcome to an organisation. "You don’t get a second chance to make a first impression" is never truer than in the role of the modern receptionist. However, increasingly receptionists are being asked to take on new roles and responsibilities in order to add value to an organisation. This course examines the role of the receptionist and gives practical tips on service provision.

Learning objectives

Present a professional and friendly image to visitors and internal staff
Communicate effectively with visitors to the reception area
Use questioning techniques to ascertain client needs
Deal assertively with difficult situations and move towards solution based outcomes
Take decisions on the use of suppliers related to the reception function
Have an understanding of the basic Health and Safety legislation

Course content

The role of the modern receptionist - responsibilities and behaviours
Understanding communication - verbal, non-verbal and written techniques
Personal Presentation
Creating the right first impression - meeting and greeting visitors
Questioning techniques to understand a caller/visitor’s requirements
Using listening and empathy to build rapport
Telephone etiquette - best practice in taking and transferring a call
Managing upwards - taking the specification for a task from your manager
Supplier liaison - how to get the best from your chosen suppliers in the reception function
Dealing with difficult situations and people - the art of assertiveness
Handling complaints - a five part structure
Health and Safety - the receptionist’s role in relation to legislation and security
Practice sessions, case studies and scenarios to develop skills
...''

Phone:0800 022 3414

School Address:

London Office:
17 - 19 Rochester Row, London SW1P 1LA

Birmingham Office:
Quadrant Court, 49 Calthorpe Road, Edgbaston, Birmingham B15 1TH


Jobs & Resumes: Birmingham, London
Houses & Roommates: Birmingham, London

Pitching for business
Presentation
Presenting a positive image
PRINCE2: Foundation and Practitioner
Process improvement to raise performance
Project Management Overview
Project management: People skills
Project management: tools and techniques
Proofamatics
Re-inventing your Business
Report writing
Righting written English
Running small projects
Situational leadership
Sponsoring Project Success
Stress management
Budgeting
Meeting skills
Supervisory management

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Tips: Try the search form on top of each page to find the latest course information, using course topic and location as keywords. Keep the course topic keyword short to get more results.