The Professional Receptionist / PA Course: Introduction

We offer a two day course for reception and personal assistant skills for those wishing to go into these fields as their careers and for those who already receptionists and personal assistants who wish to acquire more skills.

The Professional Receptionist / PA Course :Course Outline

DAY 1: Telephone Skills and Etiquette
1. Introduction to Telephone Communication
Importance of Professionalism
Company Image
Communication Styles
Elements of Speech

2. Customer Focus
Being Friendly and Polite
Needs and Benefits of Customer Service
Cultivating a Service Attitude
Assisting Customers
Handling Difficult Clients

3. Telephone Communication
Techniques to communicate successfully
Increasing Productivity
Time Management

4. Technology
Telecommunication Technology
Telephone Aids
Telecommunication Tools

5. Telephone Aids
Hands Free
Recording
Bridges and Conferencing

6. Telephone Etiquette
Manners
Do’s and Don’ts
Transferring calls

7. Dealing with Difficult Clients
How to deal with difficult callers successfully
Common Mistakes
Delivering and receiving constructive feedback

8. Incoming and Outgoing Telephone Calls
Effective questioning techniques
Establish the customer’s needs
Listening skills and building rapport
Creating a positive impression of the company

9. Taking Messages
Accuracy and Effectiveness
Following up

10. Practical Skills Application
In class activity and action plan

DAY 2: Business Etiquette and Protocol
1. Introduction to Business Etiquette and Protocol
Definition
Protocol guidelines
Protocol in business

2. Business Introductions
Name tags
Titles and Seniority

3. Ethics
Punctuality
Holy and National Days
Business Cards
Level of Communication
Personal circumstances

4. Protocol in Business
General Guidelines
Company Protocol
Proper Behaviour
Respect
Confidence and Body Language
Being informed

5. Forms of Address
Etiquette for the Forms of Address

6. Professional Image
Time Concept
Attitude and Emotions
Dress Code
Relationships

7. Business Dress Codes
Classic Styles and Colours
Hairstyle, Make-up and Accessories
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
Questions
Listening Skills
Do’s and Don’ts

The Professional Receptionist / PA Course: Course Duration

2 day/s

Who should attend: The Professional Receptionist / PA Course

This course is intended for receptionists and PA’s.

**Quote does not include Any Exam Fees (if applicable)

IMPORTANT ACTION: Do Not Wait To Improve Your Skills.  

Book Now By Completing Online Booking Form / Customised Proposal or Obtain Approval For Your Already Received Customised Proposal