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The Professional Receptionist courses in
Durban

 


 


  • The Professional Receptionist


Course Date  City Course Times    Cost  
30 Sep - 01 Oct Durban 0830 - 1600    R6400 Book

 

 


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The Professional Receptionist in Durban

Course Description

The Professional Receptionist / PA course will teach students on the following: - Adhere to business protocol and ethics - Portray a polite and friendly image - Portray yourself with more confidence and body language - Distinguish between Personal vs. Professional Life regarding Professional Image - Have a proper hairstyle, make-up and accessories - Distinguish between different dress codes as per occasion - Communicate at a comfortable level and interact with different cultures - Communication with comfort regarding cultural diversity and respect - Improve your listening skills in order to improve your communication skill - Be a better conversationalist - Answer the telephone professionally and politely, adapting your voice to communicate clearly - Learning how to politely put someone on hold as well as transferring calls correctly and efficiently -Taking thorough messages - Dealing with difficult callers - Using effective listening techniques - Improved confidence

 

Target Audience

PRO's, Personal Assistants, Secretaries, Receptionists

The Professional Receptionist in Durban

Day 1: Telephone skills & Etiquette

1. Introduction to Telephone Communication

  • The importance of answering all calls in a professional manner
  • The impact it has on the company's image
  • Understanding the different communication styles
  • Elements ofspeech such as pronunciation, emphasis, pitch of voice, pause etc

 

2. Customer Focus

  • Portraying a polite and friendly image
  • Needs and benefits of customer service
  • Cultivating a service attitude
  • Assisting customers with requests
  • Handling difficult callers

 

3. Communicating on the telephone

  • Build customer loyalty
  • Techniques to communicate successfully with the caller
  • Telephone time management in order to increase productivity

 

4. Technology

  • Technology regarding telecommunication such as teleconferencing amongst others
  • Telephone Aids
  • All the tools necessary to ensure that the above principles are applied correctly

 

5. Telephone Aids

  • Hands-free
  • Recording
  • Bridges / Conferencing
  • Other

 

6. Telephone Etiquette

  • Good telephone manners
  • Putting a client on hold and transferring calls correctly
  • Do's and taboos

 

7. Dealing with Difficult Callers

  • Role-play
  • How to handle difficult callers successfully
  • Common errors
  • Delivering and receiving constructive feedback

 

8. Incoming and Outgoing Telephone Calls

  • Effective questioning techniques
  • Establish what the caller really needs
  • Listening skills and building rapport
  • Creating a positive impression of your company

 

9. Taking Messages

  • Accurate and effective message-taking
  • Taking ownership of messages and following up

 

10. Practical Skills Application

  • Action plan on how to implement and apply learned skills

 

Day 2: Business Etiquette & Protocol

1. Introduction to Business Etiquette & Protocol

  • Definition
  • Protocol guidelines
  • Protocol in the business sector

 

2. Business Introductions

  • Name tags
  • Titles and Seniority

 

3. Ethics: Do's & Taboos

  • Punctuality
  • Holy and National Days
  • Business Cards
  • Level of Communication
  • Personal circumstances

 

4. Protocol in the Business Sector

  • Questionnaire (to be completed)
  • General Guidelines
  • Company Protocol
  • Impeccable Behaviour
  • Being an Ambassador
  • Respect
  • Confidence and Body Language
  • Be informed

 

5. Forms of Address

  • Rules on the Forms of Address

 

6. Professional Image: Personal vs Professional Life

  • Time Concept
  • Attitude and Emotions
  • Dress Code
  • Relationships

 

7. Guidelines for Business Dress Codes

  • Classic Styles and Colours
  • Hairstyle, Make-up and Accessories
  • Different Dress Codes as per occasion

 

8. Meeting Protocol

  • Purpose
  • Punctuality
  • Communication
  • Documentation
  • Facilities
  • Safety

 

9. Cultural Contexting and Interactions

  • Difference between High Context and Low Context
  • Cultural Commonalities
  • Gender Roles
  • Non-verbal Communication
  • Visual Aids
  • Interpreters

 

10. Cultural Guidelines - Gifts

  • Exchanging of Gifts
  • Gift Policy Guidelines
  • Presentation of Gifts

 

11. Conversation

  • Attitude
  • Picking a Topic
  • Sensitive Topics
  • Cultural Diversity and Respect
  • Ethnic Jokes
  • Questions
  • Listening Skills
  • 7 Ways to be a Good Conversationalist
  • Do's and Taboos

Course Date  City Course Times    Cost  
 
18 Jul - 19 Jul Cape Town 0830 - 1600    R6400 Book
16 Sep - 17 Sep Cape Town 0830 - 1600    R6400 Book
 
30 Sep - 01 Oct Durban 0830 - 1600    R6400 Book
 
18 Jul - 19 Jul Midrand 0830 - 1600    R6400 Book
25 Sep - 26 Sep Midrand 0830 - 1600    R6400 Book
 
05 Aug - 06 Aug Pretoria 0830 - 1600    R6400 Book
05 Aug - 06 Aug Pretoria 0830 - 1600    R6400 Book
14 Oct - 15 Oct Pretoria 0830 - 1600    R6400 Book

Course schedule subject to change without notice


Course Date  City Course Times    Cost  
Durban 0830 - 1600    R6400 Book

 

 


We offer these courses in Durban.

Access training courses in Durban
Acrobat training courses in Durban
After Effects training courses in Durban
Captivate training courses in Durban
Dreamweaver training courses in Durban
Excel training courses in Durban
Final Cut Pro training courses in Durban
Flash training courses in Durban
Illustrator training courses in Durban
InDesign training courses in Durban
Motion training courses in Durban
Outlook training courses in Durban
Photoshop training courses in Durban
PowerPoint training courses in Durban
Premiere training courses in Durban
Project training courses in Durban
QuarkXpress training courses in Durban
SQL Server training courses in Durban
Word training courses in Durban

in Durban

in Durban

 

Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class.


Sorry, we currently do not have any public courses scheduled for the The Professional Receptionist level 2 course. Pleasecontactus to see if we can put one on the schedule for you.

Course schedule subject to change without notice