Description

Who is this training for ?

For whom ?

Any person responsible for reception missions (physical, telephone)

Prerequisites

to be determined together during the educational framework

Training objectives

• Improve your ability to respond to user requests
• Acquire techniques and tools to professionalize your reception

Training program

• Reception, a communication situation
  • The communication diagram and the basic principles of communication
  • Barriers to communication
  • Ways to remedy them: active listening, feedback
  • verbal and non-verbal communication
• Communicate effectively in a physical reception situation
  • Take into account the frame of reference of your interlocutor
  • Respect a fair communication distance
  • Inform with patience
  • Listen while valuing your interlocutor
  • Question with relevance
  • Reformulate clearly and slowly in order to validate understanding
• Communication techniques relating to telephone reception
  • Differences and similarities between physical reception and telephone reception
  • Specificities of telephone communication
  • Specific techniques: making people wait, transferring the call
  • Questioning and intelligence strategies