Switchboard telephone & reception skills

By: Peakford management consultants   12-03-2010

TELEPHONE AND RECEPTION SKILLS PROGRAMME

Course Description

A practical workshop, which focuses on the key skills necessary to project a professional image

on the telephone, and includes practical techniques to promote competency.

 

- has a proven record in facilitating this programme utilizing expert, experienced and qualified facilitators

 

NQF Level

3

Course Length:

Two day Training Course

Learning Outcomes:

· Apply the rules of dynamic voice use

· Describe the rules for effective telephone use

· Identify the key components of the visual message

· Describe the approach in effectively screening telephone calls

· Apply the rules of answering the telephone professionally

· Identify the key steps in dealing with complaints

· Record the calls and taking messages

· Attend to unusual queries

· Monitor the system, practice and tendencies used when answering calls

· Monitor and record the frequent problems that happen at reception

· Review the system, practice and tendencies and adapt our performance accordingly

Programme outline

Communication Skills

· Assessing your own telephone style

· Communication simulation exercises

· Plotting a self-improvement course

Skills of the Professional Telephonist

· Rules of professional telephone practice

· Handling incoming calls

· Screening techniques

· Taking messages

· Telephone etiquette

Business Etiquette

· Managing your own behaviour

· The business environment

· Dealing with customers

· The rules of good business practice

Practical evaluations

· Telephone simulation exercises

· Measuring my performance

· Self and group feedback exercises

Personal action planning

· A personal improvement plan

· Sustained self-motivation

 

 

 

 

 

RECEPTION SKILLS PROGRAMME

Course Description

A practical workshop which focuses on the key skills necessary to project a professional image

as a receptionist, in order to enhance both the profile of the organisation and the individual.

NQF Level

3

Course Length:

One day Training Course

Learning Outcomes:

· Discuss the important role of the Front-line Employee

· Implement the company’s policy and procedure for controlling the reception area

· Manage the reception area

· Explain the Skills, Knowledge and Attitudes required by a front-line employee

· Define the golden rules for front-line employees

· Monitor the presentation of the reception area

· Discuss the safety and security factors relevant to front-line employees

 

Programme outline

The Reception Area

· The power of perception

· Creating a positive impression

· Self and organisational image

· Responsibilities in the reception area

The Role of the Receptionist

· Administrative functions

· Non-verbal communication

· The callers register

· Telephone and message taking skills

Handling of visitors

· Code of good practice

· Communication skills


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