Reception perfection (In-House)

1 Introduction

• Workshop objectives and personal objectives
• The challenges of 21st century communication
• What makes an excellent point of Reception? And why is it so important?
• Who and where are our customers?
• As a customer, how do you like to be treated?
• What makes people feel valued?
• Objective and subjective aspects of customer service
• ‘Micro moments’ that shape the relationship

2 Communication on reception

• Definition of communication
• Barriers to good communication
• The ‘recipe’ of verbal, vocal and visual aspects of communication
• Differences between communicating face-to-face and on the telephone
• Communication ‘leaks’
• The primitive human response
• The impact of visual communication – body language, gesture and facial expression
• Voice – tone, speed, volume, pitch, clarity, inflection, pacing
• Words – positive words and phrases compared with negative terminology
• Professional greetings face-to-face
• Steering the conversation with effective questioning

3 Telephone excellence

• How we use the telephone
• Qualities of the telephone
• Non-verbal communication on the telephone – what aspects can be ‘seen’ by the other person?
• Professional telephone etiquette
• Taking and leaving messages – key points that can help customers, colleagues and the organisation
• Clarifying information

4 Listening skills for accuracy and relationship building

• How accurate are your listening skills?
• What are the challenges for accurate listening?
• Active / empathetic listening

5 Creating a rapport by ‘style flexing’

• Understanding how different people communicate
• Shaping our message to the other person so that they feel understood
• How changing situations can alter communication needs

6 Confidence and assertiveness

• Recognising different styles of behaviour – aggressive, passive and assertive
• Qualities of assertive communication – verbal, vocal and visual
• Assertive techniques – basic, persistence, negotiation / empathetic
• Demonstrating confidence

7 Coping in a pressurised environment

• Words – the most useful ones to use with stressed people and identifying the ‘red rag’ words
• Challenging situations – what do you find difficult and how do you respond?
• Dealing with outbursts of anger
• Bringing non-stop talkers back from their tangent
• Constructive ways to say ‘no’

8 Pulling it all together

• Action plans
• Summary of key learning points