How to Successfully Manage the Front Desk (Admin Staff)

Overview
Curriculum
Instructor

To watch a sample of this course, Click the”Curriculum Tab“.

Why this Course is Important

“Develop best practice administration, front office and receptionist skills.”

Every receptionist and front office staff member are an organisation’s ‘Director’s of First Impressions’, including yours. She or he is the first person customers speak to and interact with at the reception desk when they call or visit and this is why making an instant, positive impression and professional connection with everyone who contacts your company is essential.

We also know that at times the role of someone working on the front desk can be hectic, with phones ringing, emails arriving, internal team members needing things, and guests and visitors waiting in the reception area.

Whether you have been in a receptionist or front office role for a short while or years, the How to Successfully Manage the Front Desk (Admin Staff) training session is all about giving you the skills to manage your workflow and the people around you – all the while being your organisation’s highly capable ‘Director of First Impressions.

Course Objectives

Successful completion of this course will increase your ability to:

Manage your time by planning your day and prioritising before anything else.
Understand why your attitude and demeanour are your most important assets in a front desk role.
Get in sync with your manager.
Give a powerful first impression to customers who telephone or visitors and guests who arrive at your desk.
Stay in control of what’s going on around you, even when you’re feeling a little overwhelmed.
Be valued for the important work that you do each day.

What You Will Learn

Are you sabotaging your own success by not realising just how important your role is?
Why personal organisation must be your most important skill to work on.
How to communicate well – including listening and asking questions to callers, colleagues and visitors.
Telephone techniques for answering, screening and transferring calls.
Brilliant ways to engage visitors.
Ideas for managing incoming email
How to work well with your manager.
How to push back (professionally) when being given additional and you’re already overwhelmed.
Common mistakes front office staff make.

Personalised Certificate for Completion

10-cert-frontdesk At the end of each training session, participants will be asked to complete a short assessment based on the course covered and receive a personalised downloadable certificate.

Professionally Designed Workbook Included

bytes-workbook

Your course comes with a professionally-designed downloadable workbook. The workbook will allow you to add information gained during the training, as well as add your own thoughts and observations. The last page of the workbook contains a personal action plan to help you implement the key lessons from this training session.

BONUS: For managers, team leaders, and supervisors attending this training, you will also receive a bonus coaching question sheet. This is the perfect tool for having powerful coaching conversations with individuals or your entire team about this topic.

Paul Puckridge

For the past 26 years, Paul Puckridge has been the training director and head instructional designer at The Success Institute. Over nearly three decades, Paul has trained over 10,000 managers and employees from any of Australia's most respected and well-known private and public organisations. Paul has a passion for professional development, ongoing learning, and a deep desire to help develop Australian managers' and employees' skills and work smarts.