• Positioning yourself as your organization’s most valuable asset as a front-line representative
• Handling difficult situations and people with greater ease
• Mastering smart communication techniques to polish your phone and face-to-face interactions
• Ensuring you project a confident, professional image that demands respect and attention
• Eliminating clutter and time-wasters from your day
• Spotting and dealing with safety and security threats

A note for managers: Why a half-day workshop?
Your receptionist plays an essential role in the daily operation of your organization. In fact, it’s difficult to imagine a day without that employee there.

That’s why this unique workshop is offered in a half-day format. Your receptionist can attend the morning or afternoon session – whatever is most convenient.

Your front-desk employee often serves as the first contact the outside world makes with your organization, which makes that individual’s success vital to your organization’s success.

When you say “yes” to sending your receptionist, you’ll be making an investment not only in that individual but also in your organization’s image.

>AGENDA

Communicating With Poise and Professionalism

• Using body language to convey a strong, confident presence
• Common mistakes receptionists make that scream, “Unprofessional!”
• How-to’s for getting your point across – even when others aren’t paying attention to you
• Active-listening techniques that will improve your effectiveness overnight

Dealing With the Outside World: From the Phone to Visitors

• Smart ways to build your telephone image fast
• Greetings that communicate warmth and professionalism
• Screening techniques that don’t annoy or offend callers
• Rapport builders that make every visitor feel important and welcome

Handling Difficult Situations and People With Tact and Diplomacy

• Secrets for appearing poised and in control when you feel just the opposite
• The fine art of saying “no” without causing offense or feeling guilty
• Tactful but firm responses that keep patronizing, rude, or pushy people in line
• Calming phrases to use with angry or complaining visitors

Becoming Organized, Time-Efficient and Stress-Free

• Eliminate time-wasters and interruptions and stay focused
• Space-organization tools that make the most of a small work area and keep it tidy
• Quick stress-busting exercises you can do at your desk without being noticed

Bonus Section: Best Practices in Keeping the Front Desk Safe and Secure
Because you have to be ready for anything that comes through your front door, this workshop includes a special section on safety and security issues that you should be prepared for. This crucial section will arm you with best practices in front-desk safety. You’ll be able to recognize security threats and handle them effectively. Whether it’s an angry or suspicious-looking employee or guest, or handling safe deliveries or emergency-response procedures, this workshop will arm you with practical know-how to protect you and your organization.

"Very enlightening. I’ve taken several seminars and have been bored out of my mind. This time I wasn’t. I learned a lot. Thanks!"
Dawna Polmateer

"Absolutely enjoyable and informative. Thank you so much!"
Karen Mackey

"Thank you so much for all the helpful tips and tools. I really appreciated all the information."
Tiffany Brunjes

"Knowledge is powerful! The practical knowledge we received was great."
Mary Ellrodt

"Great energy! Good skills to apply every day (not just in the workplace)! I think what you are teaching is so valuable. Thank you!"
Tresha Cancino

"Every session was useful and made me feel polished. … Thank you from the bottom of my heart."
Ri-Sean Miller