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Administration and Reception Skills

This introductory course is designed to prepare you for the requirements of a front line receptionist position including customer service, bookings, telephone protocol, appointments and much more.

Entry Requirements

None

Student Instructions

Student to bring pen and paper.

Topics

First Impressions

• You are your Company’s Ambassador
• How to make an Excellent First Impression
• Self Esteem
• Assertiveness

Presentation Skills

• Wardrobe that works
• Essentials of Grooming

Quality Customer Service

• How to identify the Individual Needs of Customers
• Providing excellence in Customer Service
• Managing Multiple Customers

Handling Difficult Situations

• Diplomacy
• Tact
• Ethics
• Examples of Difficult Situations and Solutions

Communication

• Verbal Communication
• Non Verbal Communication
• Listening Techniques
• Questioning Techniques

Telephone Techniques

• Using your voice effectively
• Tips to enhance Performance
• Expressions to Avoid

Teamwork

• Identifying your Team Style
• Understanding the Needs of Your Team Members
• Team Decision Making

Administration

• How to effectively manage your Diary
• Managing Meeting Room Bookings
• Managing Staff Location
• Message Taking
• Electronic Messages and emails
• Using Microsoft Work for Letters/Faxes/Meetings/Minutes
• Other Essential Admin Skills

Career Prospects

Receptionists and Office Administration positions.
Further study is also available in other areas including Office Administration, Word Processing, Excel, MYOB, Bookkeeping, Computing etc.

Delivery Style

You will receive an easy to follow manual and other hand outs from the teacher with activities and group discussions.

Outcomes

Students will gain an understanding of Frontline reception work. You will learn how to deal with customers and fellow work mates of all levels face to face and also over the phone. You will also gain knowledge in typing business correspondence.