Frontline Reception Training II

Aim / Intro

To assist receptionists and office administrators in reaching goals and setting high standards in the smooth operation of the front office. This advanced receptionist workshop is geared toward a holistic view of the reception portfolio. The difference between a good and a great receptionist is conveyed.

Course Content

Skills, Qualities and Attributes

How to realise our full potential. What should we expect of ourselves?

Identifying and Classifying Your Customers

An in-depth understanding of why we handle some people well and simply don't understand others. A module on personality profiling and how to effectively implement the knowledge, specifically related to management and colleagues.

Developing Your Role and Contribution

Finding direction through clear and objective goal setting. Theoretical and practical exercises.

Identifying Urgent Versus Important

How to prioritise effectively.

Assertive Communication

In-depth theoretical and practical exercises on how to acquire this essential skill.

The Key to Effective Written Communication

How to compile readable, concise and correct correspondence.

Effective Minute Taking

Recording and transcribing minutes with an emphasis on the action minute format.

Keeping an Effective Diary

The practicalities of this essential tool.

Maintaining Professionalism and Etiquette

Telephone Etiquette, and presentation of yourself and your company.

Additional Material for Leisure Reading

Practical advice on document storage systems.

US ID	Unit Standard Title	NQF Level	Credits
110082	Understand the impact of customer service on a business	1	6

More Insight

Efficiency is doing things right; effectiveness is doing the right things. ~ Peter Drucker

At the frontline, we need to do both!

In Frontline II (Advanced) training we focus mainly on the organisational and office aspect of the receptionist position.

A highly competent receptionist will be supremely organised as her competencies rely on her having information at her fingertips and considering the wide range of knowledge that is necessary for her to impart to her clients and colleagues, knowing how and where to access the knowledge is important.

In this workshop we concentrate on the setting of systems and procedures, smooth organisation of the receptionist office and the finer points of reception excellence.

US ID	NQF Level	Credits	Description
110003	4	8	Develop administrative procedures in a selected organisation (Historical)

This workshop is accredited by Services SETA

Book for next workshop

Cape Town: 2025-05-16

Johannesburg: 2025-05-16

Durban: 2025-05-16

Port Elizabeth: 2025-05-16

Polokwane: 2025-05-16

Pretoria: 2025-05-16

Virtual Seminar: 2025-05-16

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Download PDF Course Outline

'This course helped me to understand that my position is not the most junior in the company - I'm really important and the way I do my job has a big affect on the company. ~ Sipho'

People who attended this workshop also enhanced their skills with:

Customer Care