Course Outline

The A,B, C’s of Business
In this introductory module they learn that the A, B, C's of business must be studied, analyzed and managed in order to make positive impressions on others; these are: Appearance, Behavior and Communication.   

Components of A Professional Image: Appearance
In this module they learn the components that make for a first-class business impression. We use visual examples to help the participants discover both obvious and subtle signals front-desk employees give before saying a single word.  We examine the outward signs of those with a polished presence to give them a better sense of steps they can take immediately to create a professional image for themselves.

Behavior and Habits That Will Ruin Your Image
In this module they learn the behaviors and habits that can destroy not only their image but that of their organization. They will see how body language, mannerisms, appearance, and personal grooming considerations can enhance or destroy their credibility. Also, they will see that the physical space they occupy at work is an important part of their image that should not be neglected.

Body Language: I Can’t Hear What You Are Saying
In this module, participants learn how to interpret body language in themselves and others: Posture, Arm placement, Facial expressions, Smile, Body movements, Proximity and handshake speak volumes. They will become aware of their own body signals and learn how to “read” those others send; this will help them build rapport with your customers and clients.  They learn the basics of how to interpret body language and use it as a silent form of communication.  They will engage in interactive exercises and learn how even small details can promote a favorable impression on others.

Winning with Words: Verbal Communication Skills
In this module they learn how to use words effectively to convey the right message and attitude. In this section they also learn how tone of voice is a very important part of any communication process.

Improving Your Listening Skills
When customers call, two of their most important needs are to be listened to and to be respected.  Have you ever noticed how good it feels when someone really listens to you?  When we are listened to; our feelings and needs are taken into account, we become more relaxed and open.  In this module we focus on what to do and what to avoid when we are listening to our customers to ensure we deliver to their expectations.

Business Image on The Telephone
In this component the participants learn how to convey a positive image over the telephone by using appropriate greetings that are warm and welcoming.  They learn ways to put callers on hold politely and how to avoid keeping them on hold indefinitely. They will also receive strategies for taking messages quickly and accurately, transferring calls with ease and grace, and ending calls with overly talkative callers without appearing abrupt or rude.

Effective and Professional E-mails
In this component the participants learn the basics of effective e-mail communication.  We all know that one of the major advantages of e-mail correspondence is that it provides us with a quick means of communication.  Unfortunately, because it’s a speedy means of communication, some interpret it as not needing much attention which opens the door to less formality and sometimes to communicating in an aggressive manner.  If people are not sensitive to the nuances of communicating correctly via e-mails the following can occur: miscommunication, misunderstandings, loss of productivity, loss of trust - or even worst legal problems.

Clearing and Organizing Your Desk
In this module they learn techniques and tools they can use to clear and organizing their desk and maintain a professional environment.

Handling Difficult People With Diplomacy
Treating everyone with respect weather they deserve it requires tact and remarkable self control; in this module they learn courteous ways to handle visitors who are angry and impatient, or have no appointments.  They will learn how to deal effectively with problematic customers without losing their patience or manners.

Steps to Reduce Stress at The Front Desk
This module includes valuable information on identifying what is causing them anxiety, irritation, and frustration in the workplace.  They will learn techniques they can quickly and easily use to keep stress from overtaking their lives.

Action Plan
The last module helps them develop an individualized action plan. As a result of what they have been taught during this session, they will produce a list of goals and the steps they will have to take to improve their effectiveness at the front desk.  They should be able to immediately implement their plans and see the benefit for them and the organization they represent.