At the end of this course, participants will be able to behave as professional hosts. They’ll learn how to enhance the company's image and respond to the needs of others by practicing active listening, asking questions, and expressing themselves in an efficient and courteous manner.
Training at your location, our location or remotely
Ref. REL
2d - 14h
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At the end of this course, participants will be able to behave as professional hosts. They’ll learn how to enhance the company's image and respond to the needs of others by practicing active listening, asking questions, and expressing themselves in an efficient and courteous manner.
Teaching objectives
At the end of the training, the participant will be able to:
Know the basic principles of communication
Know yourself better to communicate well
Decipher the other person to communicate better
Clear up misunderstandings
Build a toolbox for better communication
Intended audience
This course is intended for all employees in contact with the public and/or using the telephone.
Prerequisites
No particular knowledge.
Course schedule
Understanding the unique aspects of telephone reception
Inventory of constraints.
The impact of telephone reception on the company's brand image.
An imperative: Offer a positive first impression of yourself, of the requested service, of your company.
Group discussion
Group work on the unique aspects of telephone reception.
Best techniques for telephone support
Pick up the phone quickly and greet the caller.
Successful first contact.
Careful presentation: tone, flow, articulation, rhythm, availability and clarity of communication.
Ask the right questions to guide the caller and get the message across.
Practice active listening techniques to build confidence and make sure you have understood.
Ensuring that the caller is fully taken care of.
Role-playing
Successful first contact on the phone. Group debriefing.
Welcoming: Communication rules applied to physical reception
How to welcome: Positioning yourself, knowing your role and your missions.
Rules of listening and empathy.
Rules of observation.
How to ask questions and rephrase.
The physical means of expression: gestures, postures, looks, smiles.
Maintaining positive attitudes in difficult moments.
Welcoming people with disabilities: their behavior, their way of communicating.
Selecting information to provide to people with disabilities: Accessibility of the building and services.
Role-playing
Master communication techniques in physical reception situations. Group debriefing.
The impact of messages, the image conveyed by one's behavior (how others see us).
Self-affirmation and assertiveness.
Trusted relationships and mutual respect, self-esteem.
Defusing a difficult situation.
Attitudes towards the reactions of others: passivity, flight, attack, aggressiveness, manipulation, insinuation, etc.
Exercise
Self-diagnosis: Measure your level of assertiveness. Role-playing difficult situations with clients. Group debriefing.
Practical details
Hands-on work
Face-to-face and telephone reception situations. Communication self-diagnosis, group reflection exercises.
Customer reviews
4,8 / 5
Customer reviews are based on end-of-course evaluations. The score is calculated from all evaluations within the past year. Only reviews with a textual comment are displayed.
Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
No session at the moment, we invite you to consult the schedule of distance classes.
2d
- 14h00 
