• Project a more confident, polished, super-professional image
• Handle difficult people with tact and diplomacy
• Deal effortlessly with tough situations, such as when VIPs won't follow company rules
• Take phone messages the mistake-proof way
• Screen calls effectively — and without annoying the callers
• Eliminate speech habits that may be sabotaging your success
• Become a more effective communicator overnight by improving your listening skills
• Boost your productivity with dozens of timesavers
• Get your workspace organized and keep it that way
• Know the best way — step-by-step — to handle security, safety and emergency situations
• Pinpoint your major causes of stress and plan how to avoid them
• Eliminate many of the interruptions that slow your progress
• Get long-winded callers to the point without offending them
• Avoid power-robbing mannerisms and behaviors that make others regard you less seriously than you deserve
• Turn piles into files — fast!
• Keep patronizing or rude people in line with tactful but firm responses
• Greet phone callers in a way that immediately conveys warmth and professionalism
• Spot and correct security and safety problems in your reception area
• Get a quick energy boost with stress-busting exercises you can do right at your desk
• Return to the office recharged and refreshed, eager to put the new techniques you learned to work

• New receptionists who want a fast way to learn essential skills that will make them immediately more effective on the job
• Experienced receptionists interested in upgrading their skills and boosting their productivity
• Longtime receptionists who want to polish their existing skills and be better prepared to face security and safety challenges

Projecting a Poised, Professional Image That Commands Respect

• Why a receptionist's image can make or break the organization's image
• The 7-second decision people make when they first see you — and how to capitalize on it
• Tips for exuding professionalism and authority without ever saying a word
• Power-robbing mannerisms and behaviors that make others take you less seriously than you deserve
• Using your body language to convey a strong, confident presence
• Secrets for appearing poised and in control when you feel just the opposite
• Common mistakes receptionists make that scream "unprofessional!"
• How to exhibit a "no nonsense" attitude while still being friendly

Powerful Communication Skills that Increase Your Effectiveness

• Mastering the 7 C's of effective communication: Correct, clear, concise, courteous, constructive, conversational, considerate
• Speech habits that can sabotage your success and how to eliminate them
• "Lightweight" words and phrases you should slash from your professional vocabulary
• Active-listening techniques that will improve your effectiveness overnight
• How-to's for getting your point across — even when others aren't paying attention to you
• Recognizing how your voice image affects your credibility
• The fine art of saying "no" without causing offense or feeling guilty

Mastering Essential Telephone Skills

• Smart ways to build your telephone image fast
• Greetings that communicate warmth and professionalism
• Call-screening techniques that don't annoy or offend callers
• Alternatives to asking — "Will you hold, please?" that rate high with callers
• On hold: How long is too long to keep someone waiting?
• Message-taking tips that help guarantee accuracy

Handling Special Situations With Tact and Diplomacy

• Rapport builders that make every visitor feel important and welcome
• Fast and effective ways for dealing with pushy salespeople who don't have appointments
• Tactful but firm responses that keep patronizing, rude or pushy people in line
• Calming phrases to use with angry or complaining visitors
• Solutions for keeping guests "entertained" when they've got a long wait
• What to do when aggressive visitors won't take "no" for an answer
• How to get guests to follow company rules without offending them
• What to do when an associate isn't there for a scheduled appointment

Managing Your Time and Organizing Your Space for Peak Efficiency

• Basic prioritization techniques that'll bail you out when everything on your list seems "hot"
• Hidden time-wasters in every receptionist's day — and how to avoid them
• How to remain focused during your interruption-filled workday
• Desk-clearing solutions for keeping the front desk area tidy at all times
• Space organization tools that make the most of a small work area
• How to turn piles into files — fast!

Stress-Busting Techniques Every Receptionist Should Master

• Pinpointing your key stressors and your current stress level
• Proven techniques for dealing with stressors that receptionists most commonly experience
• Steps to take to stress-proof your position from now on
• How to "let it go" when you can't get a rude comment or abusive call out of your mind
• Quick stress-busting exercises you can do at your desk without being noticed
• Tips for remaining in control when you're about to blow up at someone
• "How-to's" for keeping a positive attitude when you're super-stressed

"Very motivational — several good ideas to improve upon yourself, which will help in the working atmosphere."
Lora Snowaert
Switchboard/Purchasing
Mead Paper

"This is one of the best programs one can attend."
Lydia Salings
Receptionist
Stroud's Inc.

"It was very organized. I received good information ... I'm already thinking of ways to apply what I've learned."
Lisa E. Jackson
Receptionist/Office Specialist
City of Montclair

"I have learned a great deal and have received some valuable tips that will greatly help me to improve the way I do my job."
Stephanie Antuner
Office Assistant
City of Hesperia

"It was excellent. I learned so much about how to improve myself. Thank you!"
Crystal Thoreson
Receptionist
Bjorlie Chiropractic

"Excellent!!"
Elizabeth Contveras
Branch Coordinator
Ventura County Fed. Credit Union