Frontline for Security Staff
What is this course about?
To advise and guide the learner in a practical and fun way on the finer points of reception and communication excellence. This workshop has been adapted from our Frontline Reception I workshop to address the specific requirements of security staff. This workshop addresses the need for professionalism and also creates awareness of the importance of this position for both internal and external clients, and with that awareness the need for being self-motivated and knowledge driven.
Key content covered
Attitude and Aptitude
How to realise our full potential. What should we expect from ourselves? An exercise in self-assessment
Understanding People
Why we relate really well to some people and simply don't understand others. A module on personality profiling and how to effectively implement the knowledge. We look at this mostly from a client's perspective.
First Impressions Last, your environment, your grooming
Understanding how you are the first link in the chain of impressions.
Body Language
How important is this form of non-verbal communication? Looking at eye contact, posture etc.
Communication Starts With the Ability to Listen
What goes wrong if we don't understand our clients? Looking at foreign languages, different types of listening, types of questions, positive speech, the 7 Cs of effective communication
The Etiquette of Meeting and Greeting
How to be an effective interface between your company and the customer, meeting and greetings concluded through role play where ever possible
The Etiquette of Telephonic Liaison
A brief look at answering calls, taking messages, and understanding the important parts of the call
Effective Communication Skills
Ensuring information is offered and received in an effective manner. Universally accepted methodologies. Dealing with difficult clients
Exceeding Expectations
Explaining the difference between good enough and best
Solidifying My Role as "Director of First Impressions"
Contacting your company must be a pleasant and satisfying experience - how to ensure this image is portrayed to your customers
What Procedures Should You Have?
Having everything at hand... Maps etc.
The delivery from the facilitator was excellent as the employees were engaged and willing to participate... We truly see the value this course has given our secirity officers. ~ Oasis Resort