The Professional Receptionist course
- The Professional Receptionist
| Course Date | City | Course Times | Cost | |
| December | ||||
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
| Course Date | City | Course Times | Cost | |
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
The Professional Receptionist
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
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 | |
| December | ||||
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
| Course Date | City | Course Times | Cost | |
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
| Course Date | City | Course Times | Cost | |
| December | ||||
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
| Course Date | City | Course Times | Cost | |
| 02 Dec - 03 Dec | Bloemfontein | 0830 - 1600 | R3500 | Book |
