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Participant, Baker Tilly

"Thanks for making me smile all the way home!"

The Professional Receptionist

The Professional Receptionist

Course Ref. 10011
No. of Days 1
Participants 6 to 10

Target Audience

Staff (Receptionists and their stand-ins) whose function is to project a positive professional image and who wish to improve their effectiveness.

Course Objectives

Identify key areas of responsibility in their role on reception
Create a more professional image of their firm
Use improved communication skills to produce positive results
Know and set professional standards for dealing with clients and colleagues
Identify potentially difficult situations and handle them confidently


Presentation, discussion in small and large groups, exercises and practical situations

Course Contents

Welcome and introductions

Course objectives and content

Your role on reception - on the front-line

  • What is your role on reception?
  • Identify the key areas and who you are responsible for
  • The importance of your role when dealing with the visible and invisible visitors
  • External clients and internal colleagues
  • Establishing and meeting expectations
  • How to project a professional image at all times
  • Identify the difficult situations you have to cope with

Effective communication

  • What is communication, what is the communication process?
  • What are the barriers to communicating?
  • The impact of the 3 V's
  • Communication skills: use of the voice, active listening, skilful questioning, summarising and clarifying, controlling assertively.

Professional standards for the reception area

  • ROAR at your clients!
  • Preparing to receive visitors
  • The stages of receiving visitors at reception
  • Using interpersonal skills to build rapport

Professional telephone behaviour - set standards for:

  • Answering the telephone
  • Announcing calls
  • Holding calls
  • Giving information
  • Encouraging callers to use voicemail
  • Taking messages

Difficult situations

  • Identifying potentially difficult situations and people
  • Handling situations assertively
  • Discussions and roleplay

Action session

  • What do you need to do differently to present a professional image?

Summary and close