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. Such staff frequently feel that they are 'piggy in the middle' between the public and the organisation. This course focuses on building confidence through increased understanding of how to remain professional and supportive towards the client group, while protecting the integrity of the organisation.

Objectives

.         Remain in control under pressure face to face or on the phone

.         Defuse or de-escalate angry calls and discussions

.         Communicate effectively with colleagues and the public

.         Terminate aggressive interactions more safely

.         Adopt a proactive stance to managing their own stress

.         Respond to conflict with more confidence

.         Know how to keep themselves safer at work

Course Content

Introduction and expectations
The need for good communication skills
Self management skills
How to anticipate difficult behaviour
Setting boundaries and goals
Strategies for avoiding confrontation
Problem-solving and negotiation
Anticipating and structuring your approach
Prioritising and planning follow up
Breaking off an interaction safely when necessary
Creating a win/win situation
Techniques for use on the telephone
Protecting yourself from angry or rude callers
Understanding why callers are difficult
Essential steps to take that prevent calls degenerating
Defusing and calming techniques
Responding when the situation is 'out of control'
Responding to inappropriate behaviour
How to listen, take control and provide solutions