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. This course focuses on building confidence through increased understanding of how to remain professional and supportive towards the customers and service users, while protecting one’s oewn integrity and that of the organisation.
Contents
- The need for good communication skills
- Self management skills
- Strategies for avoiding confrontation
- Setting boundaries and goals
- Problem-solving and negotiation
- Breaking off an interaction safely when necessary
- Techniques for use on the telephone
- Understanding why people are difficult
- Essential steps to prevent calls degenerating
Objectives
Remaining in control under pressure face to face or on the phone
Defusing or de-escalating angry calls with courtesy
Maintaining professional boundaries and personal integrity
Conclude aggressive interactions more safely
Respond to conflict with more confidence.