The Professional Receptionist courses in
Cape Town
- The Professional Receptionist
Sorry, we currently do not have any public courses scheduled for the The Professional Receptionist level 1 course in Cape Town. Please contact us to see if we can put one on the schedule for you.
We offer these courses in Cape Town.
The Professional Receptionist in Cape Town
Course Description
The Professional Receptionist / PA course will teach students on the following: - Adhere to business protocol and ethics - Portray a polite and friendly image - Portray yourself with more confidence and body language - Distinguish between Personal vs. Professional Life regarding Professional Image - Have a proper hairstyle, make-up and accessories - Distinguish between different dress codes as per occasion - Communicate at a comfortable level and interact with different cultures - Communication with comfort regarding cultural diversity and respect - Improve your listening skills in order to improve your communication skill - Be a better conversationalist - Answer the telephone professionally and politely, adapting your voice to communicate clearly - Learning how to politely put someone on hold as well as transferring calls correctly and efficiently -Taking thorough messages - Dealing with difficult callers - Using effective listening techniques - Improved confidence
Target Audience
PRO's, Personal Assistants, Secretaries, Receptionists
The Professional Receptionist in Cape Town
Day 1: Telephone skills & Etiquette
1. Introduction to Telephone Communication
- The importance of answering all calls in a professional manner
- The impact it has on the company's image
- Understanding the different communication styles
- Elements ofspeech such as pronunciation, emphasis, pitch of voice, pause etc
2. Customer Focus
- Portraying a polite and friendly image
- Needs and benefits of customer service
- Cultivating a service attitude
- Assisting customers with requests
- Handling difficult callers
3. Communicating on the telephone
- Build customer loyalty
- Techniques to communicate successfully with the caller
- Telephone time management in order to increase productivity
4. Technology
- Technology regarding telecommunication such as teleconferencing amongst others
- Telephone Aids
- All the tools necessary to ensure that the above principles are applied correctly
5. Telephone Aids
- Hands-free
- Recording
- Bridges / Conferencing
- Other
6. Telephone Etiquette
- Good telephone manners
- Putting a client on hold and transferring calls correctly
- Do's and taboos
7. Dealing with Difficult Callers
- Role-play
- How to handle difficult callers successfully
- Common errors
- Delivering and receiving constructive feedback
8. Incoming and Outgoing Telephone Calls
- Effective questioning techniques
- Establish what the caller really needs
- Listening skills and building rapport
- Creating a positive impression of your company
9. Taking Messages
- Accurate and effective message-taking
- Taking ownership of messages and following up
10. Practical Skills Application
- Action plan on how to implement and apply learned skills
Day 2: Business Etiquette & Protocol
1. Introduction to Business Etiquette & Protocol
- Definition
- Protocol guidelines
- Protocol in the business sector
2. Business Introductions
- Name tags
- Titles and Seniority
3. Ethics: Do's & Taboos
- Punctuality
- Holy and National Days
- Business Cards
- Level of Communication
- Personal circumstances
4. Protocol in the Business Sector
- Questionnaire (to be completed)
- General Guidelines
- Company Protocol
- Impeccable Behaviour
- Being an Ambassador
- Respect
- Confidence and Body Language
- Be informed
5. Forms of Address
- Rules on the Forms of Address
6. Professional Image: Personal vs Professional Life
- Time Concept
- Attitude and Emotions
- Dress Code
- Relationships
7. Guidelines for Business Dress Codes
- Classic Styles and Colours
- Hairstyle, Make-up and Accessories
- Different Dress Codes as per occasion
8. Meeting Protocol
- Purpose
- Punctuality
- Communication
- Documentation
- Facilities
- Safety
9. Cultural Contexting and Interactions
- Difference between High Context and Low Context
- Cultural Commonalities
- Gender Roles
- Non-verbal Communication
- Visual Aids
- Interpreters
10. Cultural Guidelines - Gifts
- Exchanging of Gifts
- Gift Policy Guidelines
- Presentation of Gifts
11. Conversation
- Attitude
- Picking a Topic
- Sensitive Topics
- Cultural Diversity and Respect
- Ethnic Jokes
- Questions
- Listening Skills
- 7 Ways to be a Good Conversationalist
- Do's and Taboos
| Course Date | City | Course Times | Cost | |
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
Course schedule subject to change without notice
Sorry, we currently do not have any public courses scheduled for the The Professional Receptionist level 2 course in Cape Town. Please contact us to see if we can put one on the schedule for you.
We offer these courses in Cape Town.
in Cape Town
in Cape Town
Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class.
Sorry, we currently do not have any public courses scheduled for the The Professional Receptionist level 2 course. Pleasecontactus to see if we can put one on the schedule for you.
Course schedule subject to change without notice
