Master the traits of a Professional Receptionist studying deportment, elocution, customer service and telephone skills.
What you’ll learn
- Master the skills to understand true telephone etiquette.
- Learn what is required as a professional receptionist role with the breakdown of duties.
- Master the correct speech, grammar, expression & voice inflection when on the telephone and face to face.
- Get into the mindset to become the ultimate receptionist.
- Present yourself with how to dress, sit and carry yourself professionally for success.
- Learn how to handle a variety of different behaviours when on reception.
- Practice what you have learnt with step by step exercises after each module.
- Gain the confidence on how to multi-task a busy day.
- Understand the technical side of your voice and how to use it.
- Support with finding work in this field no matter where you are in the world.
Introduction
Lesson 1 of 3 within section Introduction.
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Introduction, credentials and why put your trust in the LRA?
Lesson 2 of 3 within section Introduction.
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What will I learn from this course?
Lesson 3 of 3 within section Introduction.
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The Role of the Receptionist
What is the role of the receptionist?
Lesson 1 of 4 within section The Role of the Receptionist.
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Lesson 2 of 4 within section The Role of the Receptionist.
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Preface to Your Assessment
Lesson 3 of 4 within section The Role of the Receptionist.
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Lesson 4 of 4 within section The Role of the Receptionist.
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Deportment & Appearance
Lesson 1 of 5 within section Deportment & Appearance.
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How to present yourself as a receptionist
Lesson 2 of 5 within section Deportment & Appearance.
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Identifying your own brand
Lesson 3 of 5 within section Deportment & Appearance.
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Preface to Your Assessment
Lesson 4 of 5 within section Deportment & Appearance.
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Lesson 5 of 5 within section Deportment & Appearance.
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Speech
Lesson 1 of 11 within section Speech.
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Lesson 2 of 11 within section Speech.
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Lesson 3 of 11 within section Speech.
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a. Introduction to Elocution b. Breathing and Relaxation
Lesson 4 of 11 within section Speech.
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Lesson 5 of 11 within section Speech.
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Lesson 6 of 11 within section Speech.
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Voice Inflection – Exercise Sheet
Lesson 7 of 11 within section Speech.
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Voice Inflection – Exercise
Lesson 8 of 11 within section Speech.
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Lesson 9 of 11 within section Speech.
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Preface to Your Assessment
Lesson 10 of 11 within section Speech.
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Lesson 11 of 11 within section Speech.
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Customer Service & Conduct
Customer Service – Understanding the principles
Lesson 1 of 16 within section Customer Service & Conduct.
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Lesson 2 of 16 within section Customer Service & Conduct.
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Lesson 3 of 16 within section Customer Service & Conduct.
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Lesson 4 of 16 within section Customer Service & Conduct.
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Taking a message – Part One
Lesson 5 of 16 within section Customer Service & Conduct.
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Taking a message exercise
Lesson 6 of 16 within section Customer Service & Conduct.
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Taking a message – Part Two
Lesson 7 of 16 within section Customer Service & Conduct.
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Taking a message exercise – Answers
Lesson 8 of 16 within section Customer Service & Conduct.
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Managing your voice message system
Lesson 9 of 16 within section Customer Service & Conduct.
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Managing your voice message system – Exercise
Lesson 10 of 16 within section Customer Service & Conduct.
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Mastering a busy switchboard
Lesson 11 of 16 within section Customer Service & Conduct.
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Receiving visitors and VIPs
Lesson 12 of 16 within section Customer Service & Conduct.
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Lesson 13 of 16 within section Customer Service & Conduct.
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The Order of Priority – Exercisez
Lesson 14 of 16 within section Customer Service & Conduct.
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Preface to Your Assessment
Lesson 15 of 16 within section Customer Service & Conduct.
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Lesson 16 of 16 within section Customer Service & Conduct.
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Managing Behaviours
a. Introduction b. Handling Situations
Lesson 1 of 21 within section Managing Behaviours.
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The Golden Rules of Disclosure
Lesson 2 of 21 within section Managing Behaviours.
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Lesson 3 of 21 within section Managing Behaviours.
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Lesson 4 of 21 within section Managing Behaviours.
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Lesson 5 of 21 within section Managing Behaviours.
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Attention to Detail Exercise
Lesson 6 of 21 within section Managing Behaviours.
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Lesson 7 of 21 within section Managing Behaviours.
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Statements, Questions & Objections Exercise
Lesson 8 of 21 within section Managing Behaviours.
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Lesson 9 of 21 within section Managing Behaviours.
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Attitude is the key to everything
Lesson 10 of 21 within section Managing Behaviours.
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Managing the customer’s perception
Lesson 11 of 21 within section Managing Behaviours.
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Lesson 12 of 21 within section Managing Behaviours.
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Lesson 13 of 21 within section Managing Behaviours.
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Managing the talkative caller
Lesson 14 of 21 within section Managing Behaviours.
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Managing the passive caller
Lesson 15 of 21 within section Managing Behaviours.
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Managing the angry caller
Lesson 16 of 21 within section Managing Behaviours.
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Managing the assertive caller
Lesson 17 of 21 within section Managing Behaviours.
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Open and Closed Questions
Lesson 18 of 21 within section Managing Behaviours.
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Open and Closed Questions Exercise
Lesson 19 of 21 within section Managing Behaviours.
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Preface to Your Assessment
Lesson 20 of 21 within section Managing Behaviours.
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Lesson 21 of 21 within section Managing Behaviours.
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The Reception Interview
Preparing for your interview
Lesson 1 of 4 within section The Reception Interview.
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Lesson 2 of 4 within section The Reception Interview.
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Lesson 3 of 4 within section The Reception Interview.
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How to find work in reception
Lesson 4 of 4 within section The Reception Interview.
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Final Words
Lesson 1 of 1 within section Final Words.
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