Living Dynamics

This highly specialised one-on-one training for receptionists is where a Living Dynamics facilitator goes to the delegate's place of employment and works with them "on-the-job" at the reception area or switchboard. The facilitator observes both sides of the call being received and made, and analyses the receptionist’s current strengths and weaknesses. Training then commences as work continues and suggestions for phraseology, intonation and diction are given. Each session is usually between two and four hours in length and the number of sessions is decided with the company, according to the needs of the receptionist.

This Receptionist/Front line training is most effective as it is a highly practical session rather than a theoretical approach. Very good results in management of the telephone and reception areas are achieved.

 Learning Outcomes 

• Telephone etiquette and professional phraseology.
• Proactive telephone techniques.
• Tone of voice and clarity of diction.
• First impressions on the phone.
• Time management on the phone.
• Balancing face-to-face visitors and telephone calls.
• Language correction where necessary.
• Dealing with visitors to the office.

Duration

Each session is usually between two and four hours in length and the number of sessions is decided with the company, according to the needs of the receptionist.

Target Audience

This programme is aimed at all receptionists and front line staff who need to add "polish" and professionalism to their skills in telephone etiquette and face-to-face dealings with their clients.  

Training Medium

Interactive outcomes based on one-on-one on-the-job training.