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Provide reception services

Provide reception services. Handout 2: Creating the right impression. Introduction. Reception is the first point of contact for any visitors to the organisation. The first impression they gain of the area and its personnel will inform their impression of the organisation as a whole.

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Provide reception services

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  1. Provide reception services Handout 2: Creating the right impression

  2. Introduction • Reception is the first point of contact for any visitors to the organisation. • The first impression they gain of the area and its personnel will inform their impression of the organisation as a whole.

  3. A good impression for the organisation • When a receptionist receives visitors or telephone calls, they create that ‘all important’ first impression. • The caller gains a favourable impression when: • the reception is tidy and tastefully furnished with decorative plants, magazines etc • the receptionist is pleasant, polite, helpful, smart and well spoken • they are made welcome and looked after.

  4. Ways the receptionist can create a positive impression • Personal presentation • Communication, both verbal and non-verbal • Attitude and behaviour • Knowledge • Professionalism.

  5. Personal presentation • The way you are dressed should reflect your organisation’s degree of formality. • Your clothes should be clean and pressed and appropriate for dealing with people of all levels, ages, cultures, etc. • Your standards of personal hygiene should not be noticeable. • No overt jewellery, chipped nail varnish or chewing gum.

  6. Non-verbal communication Body language is important: • Posture should be straight and open • Greet the visitor with a smile • Make eye contact.

  7. What does this employee’s body language tell us?

  8. What does this employee’s body language tell us?

  9. Verbal communication • Polite and courteous at all times • Awareness of tone • Clarity • Listen actively • Conversational.

  10. Adapt your communication • For example when dealing with • foreign visitors • people with visual or hearing impairments. • Speak clearly and slightly slower to those with language difficulties. • Look directly at those with hearing impairments in order that they can lip read. • Be aware that your voice will be a guide to your whereabouts to the visually impaired.

  11. Attitude and behaviour • Greet the visitor • Meet their needs • Put aside personal issues • Give them your undivided attention • Keep them informed of your actions • Be aware – empathise.

  12. Professionalism • Having the right attitude to the job no matter how you are feeling. • Always presenting the right image. • Not allowing your own frustrations to spill out.

  13. Questions?

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