Solutions
» Communication
Getting a Better Reception
Training for reception and support staff
A one day workshop specifically designed to help reception staff
and others who deal with the public face to face and on the
telephone. This course focuses on building confidence through
increased understanding of how to remain professional and supportive
towards the customers and service users, while protecting the
integrity of the organisation.
Contents
The need for good communication skills
Self management skills
Strategies for avoiding confrontation
Setting boundaries and goals
Problem-solving and negotiation
Breaking off an interaction safely when necessary
Techniques for use on the telephone
Understanding why people are difficult
Essential steps to prevent calls degenerating
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