Managing the Front Desk - Securely and Effectively On-Site Training

This on-site training class is also available as Public Schedule Seminar.

Don't miss this opportunity to sharpen your instincts, improve your skills and gain more respect for the vital job you do.

Course Description/Agenda

You’ll learn …

How to spot and correct potential safety or security risks at the front desk
How to maintain your calm … even when events or others around you are out of control
Powerful phone skills that will help you handle multiple calls with confidence and ease
Specific things you can do right now to project an image that commands respect
Plus much, much more!

In just one hour, you’ll learn dozens of powerful, practical techniques to master the many high-impact responsibilities of the front desk.

As a front desk professional, you’re one of the most important people in the organization … handling one caller’s question while two other lines are ringing, dealing with visitors and deliveries—and serving as the first line of defense against possible threats and security issues.

Here’s your chance to learn how to make your life in this challenging role much simpler. In just one day, you’ll get hundreds of practical tips, techniques and secrets, each designed to give you the cool confidence and professional skills you need to really shine as a front desk superstar. You’ll leave prepared to juggle the demands of multiple bosses, nonstop paperwork, incoming mail and deliveries—and remain in control when everyone thinks their urgent request should be your No. 1 priority!

You’ll learn powerful new skills you can put to work your first day back at your high-demand job.

Message to approving managers:

Your front desk staff is vital to the image, safety and success of your organization. Your approval to attend this in-depth day of training means your personnel will gain new tools and empowering techniques to become even more effective. It’s an opportunity to make an investment that will improve your front desk efficiency and success.

Program hours: 9:00 a.m. - 4:00 p.m.

Front-line security: Keep yourself and your company safe

How to spot and correct potential safety risks at the front desk
Managing visitors and controlling the flow of front door traffic
Strategies for screening incoming mail and packages, including what to do in case of a bomb threat
Life-saving strategies to use when threatening people are in your lobby
How to respond to a variety of emergency situations, from medical emergencies to fires
Delivery procedures that are safe, efficient and hassle-free

Telephone skills that make an impact

Proven phone techniques to calm even the angriest callers
Essential words and phrases that make a caller feel welcomed and give a great impression of your company
Tips for dealing with a high volume of calls—and how to diplomatically place people on hold
Speaking with a smile: How to convey your enthusiasm and positivity through your voice
An innovative way to stay “up” for every phone call … even if you’ve answered the same question 20 times

Projecting a professional and powerful image that demands respect

Do others see you as a professional?�Here’s how to ensure that your words and actions make it clear you are
Key things you can do to gain recognition and expand your role within the organization
Using your body language to convey a strong, confident presence
How to say “No” without feeling guilty or causing resentment
How to handle your all-important role as gatekeeper with poise and polish
Active listening techniques that will improve your effectiveness overnight
How to ask clarifying questions so you can get the job done right the first time

Managing your time and getting things done

Hidden time-wasters in every receptionist’s day and how to avoid them
Quick stress-busting exercises you can do at your desk without being noticed
How to juggle multiple responsibilities and the priorities of more than one boss
Space organization tools that make the most of a small work area
How to keep from being sidetracked—or totally derailed—by interruptions
Creating stability in an ever-changing world

Handling stressful situations and difficult people with ease

8 great ways to handle difficult people and situations … without getting upset or hurt
Fast and effective ways for dealing with insistent salespeople who don’t have appointments
Learn to defuse hotheads before they cause a scene
10 things you can do to immediately put visitors at ease … even when they have to wait
How to handle your feelings of anger and helplessness when dealing with difficult people or unreasonable behavior
The 3-step solution for changing a customer’s mood from irate to great

More Seminar Information