THE OUTSTANDING RECEPTIONIST AND ADMINISTRATION ASSISTANT SEMINAR, 26TH-27TH OCTOBER 2023 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA
THE OUTSTANDING RECEPTIONIST AND ADMINISTRATION ASSISTANT SEMINAR,
26TH-27TH OCTOBER 2023 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA
You only get one chance to make a good first impression, and yours may be in the
hands of your receptionist.
I earnestly invite your organisation to The Outstanding Receptionist Training Seminar.
The role of the modern reception manager is expanding. As well as performing general reception duties, they are increasingly
expected to undertake a wider range of other tasks to better support the organization.
In just the first few minutes of interaction with a customer or visitor, the reception manager sets the tone for the company.
As a matter of fact, the modern reception manager serves as a crucial central coordination point for the organization and their
contacts with clients, suppliers, customers etc.
On top of front desk operations, the effective reception manager recognizes that an on-going knowledge of the business and a
pro-active approach to providing customer service to both the internal and external customers are crucial.
Learn how to polish your image, perfect your telephone skills, and increase your value to your organization in this receptionist training seminar.
SEMINAR DETAILS
Venue: The Sarova Stanley Hotel, Kimathi Street, Central Nairobi, Kenya
Date: Thursday 26th – Friday 27th October, 2023
Time: 8:30 am – 5:00 pm
Course Fee: Ksh. 32,200 inclusive of 2 days attendance, buffet meals, teas, seminar kit and taxes.
Seminar Title: The Outstanding Receptionist Seminar
NITA: Participating organizations can claim reimbursement of fee paid in accordance with NITA Rules.
PAYMENT AND DISCOUNT SCHEME
Package of 3 Delegates, 4th Delegate attends for free
TARGET AUDIENCE
Executive Assistants, Administrative Assistants, Receptionists, Front Desk Staff, Customer Service Staff, Customer Care Centre Staff
COURSE OUTLINE
To start you on the right track, this course has been developed to equip budding reception managers with all the essential skills to better manage
the front desk and support the organization in a more efficient and professional manner.
DAY 1
Projecting a Professional & Efficient Image
- Understanding the importance of reception and administration as both the ‘face’ of the company and the crucial engine-room
- Understanding how body language affect people’s first impression of you
- How to project a professional image
- Personal efficiency & time and priority management
- Organizing your work space
- 7 things you can do to immediately put customers or coworkers at ease
Perfecting your Telephone Skills
- Recognizing the impact of the absence of body language when on the phone, and how to compensate for it
- Conveying a positive image by using appropriate phone greetings that are warm and welcoming
- How to put callers on hold politely and alternatives to keeping them on hold indefinitely
- How to deal with aggressive callers with positive phrasing techniques
- How to be assertive yet polite over the phone
- Tips on how to take messages quickly and accurately over the phone
- Being a gate-keeper- blocking and redirecting calls
- Transferring a call: Using the 3-way transfer; Putting a customer on hold; when a transfer cannot be completed
Managing Visitors
- How to receive visitors professionally- making visitors feel welcome
- Managing visitors arriving and leaving the building
- Keeping track of visitors
- Providing information and advice to visitors and guests
Managing and Dealing with Prickly Personalities
- How to deal with annoyed or angry customers/visitors or co-workers using the LAST technique and how to adapt it for face-to-face interactions
vs. telephone interactions - How to say ‘no’ without upsetting internal and external customers
- Being assertive with and handling prickly people with tact and diplomacy
- Simple negotiation skills to get a win-win outcome for both parties
DAY 2
Essential Time and Productivity Management
Perhaps THE most valued aspect of a good office administrator is “getting stuff done!”
- Goal setting, Prioritisation, Staying on task, Maximizing the outcomes from interactions
- Focus on the high payoff activities
- Using a robust prioritisation strategy
- Managing the pesky interruptions
- Kick procrastination into touch!
Dealing Effectively With Stress
- Looking at the causes of stress and your vulnerability to decreased effectiveness
- Reducing the negative impacts of stress
- Accentuating the positive!
- Spotting the signs of stress in yourself and others
- Tips for better stress management
Diary Management, Business Reports and Letter Writing
· Diary Management
· Business Writing Skills
· Introduction to Business Report Writing
· Exploring Reports
· How to Prepare for Writing
· Exercise Files: Business Report Writing
Meetings, E-Mails, Handling Confidential Documents
· Introduction to Effective Email Writing
· Email Manners
· Handling Confidential Documents
· Successful Minutes Taking
· Data Management & Record Keeping
· Appointment Booking and Arrange an Interview
TESTIMONIALS
“Thumbs up! Your resource speaker is the best. She's one of those people who work and enjoy at the same time. Her energy is contagious.”
--- Concilia Barasa, Kenya Power
“Well presented and discussed. A very good seminar.”
--- Margaret Mwasi, Kenya Ports Authority
“It was great attending this training. I am now confident to handle in-house events in Subaru Kenya. I will definitely attend more of your trainings.”
--- Irene Njoka, Subaru Kenya
Do you have a number of staff who would benefit from this course?
For confirmation of participation, please submit name(s) of your nominees to Grace on +254 722 533 771
Best Regards,
Grace Njoroge,
Delight Africa Ltd,
1st Floor, Delight Center
Muindi Mbingu Street, CBD Nairobi
P.O. Box 12269 - 00100, Nairobi Kenya
Land line/WhatsApp : +254 722 533 771 (or) +254 700 221 221
-Promoting Professionalism in Corporate Training-
Quote of the day
"Only a few businesses will succeed by having the lowest price, so most will need a strategy that includes customer services." — Bill Gates
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