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Business Administration Courses

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Reception Diploma

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Module 1: The Role of the Receptionist

• What is a receptionist? We will define the nature of the role, and explain exactly what a front of house receptionist is

• How to be prepared for literally anything - one day is never the same as the next

• Being the face of the company - what you need to do, how you need to do it, what you need to wear, and how you need to present yourself

• A general overview of the duties of a receptionist

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Module 2 : The Different Types of Receptionist and the Subtle Differences Between Them

• The different types of receptionist roles there are in the job market, and why there are subtle differences between them

• Legal receptionists

• Medical receptionists

• Educational institute receptionists

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Module 3 : The Essentials of Communication

• The principles to create a powerful first impression. How can this be done?

• The principles to confirm how your message comes across. How can you check the message received is the correct one?

• How to use voice, tone, and language to build trust, credibility, and confidence

• How can you identify the customer's needs?

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Module 4 : Practice Good Telephone Skills

• How to communicate using the tone of your voice and the language you use

• How the lack of body language can sometimes impact on telephone conversations

• The appropriate language to use during a professional telephone call

• Follow up actions after a telephone conversation

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Module 5 : Sending Formal Messages/Sending Informal Messages

• We will reiterate the importance of good quality telephone skills

• What is a formal message?

• What is an informal message?

• The vital nature of confidentiality when taking and sending messages

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Module 6 : Database Management and Booking/Reservation Procedures

• What a database may be used for

• Confidentiality in terms of database use

• How to maintain a database in the most effective way

• The kinds of bookings/reservations you may need to do as part of your reception work

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Module 7 : Following Routine Administrative Procedures and Developing Filing Systems

• What are routine administrative tasks or procedures? A general overview

• The differences between the duties of a receptionist and the duties of a secretary

• The routine daily administrative tasks you should be undertaking as a receptionist

• What is a filing system, and why is it important?

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Module 8 : Security & Safety Issues / Health & Safety Considerations in the Workplace

• What is health & safety?

• Who has the responsibility to ensure health and safety in the workplace?

• What types of accidents or incidents can occur?

• How can we all stay safe during our working hours?

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Module 9 : Confidentiality

• What is confidentiality, and why is it important?

• Data Protection, and how it affects both you and the workplace

• The consequences of a breach of confidentiality

• How to maintain confidentiality

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Module 10 : Successful Meetings & Minute Taking, Meeting & Accommodation Arrangements

• What makes a successful meeting/pre-arrangements you need to make

• What is minute-taking? How it is part of a receptionist's job, and how to do it

• How minutes should be presented after the meeting, in terms of format and content

• What arrangements may you need to make in terms of accommodation for meeting attendees?

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Module 11 : Organisational Skills & Time Management

• What are organisational skills?

• How can you prioritise?

• Scenarios to help you understand how prioritising works in practice

• Time management, how you can make it work for you

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Module 12 : Effective Business Communication

• How written and verbal communication differs

• What types of business communication in a written form you may need to use

• Written communication formats

• Formal and informal written communication

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Module 13 : How Technology is Important in Reception Work

• How technology plays a part in administrative work overall

• What types of technology you may need to use

• What software packages you may need to use

• Away from the computer, how most of your daily working life includes technology in some guise

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Module 14 : The Importance of Team Work

• What is team work?

• How does team work relate to a receptionist role?

• What attributes make a good team player?

• What are the advantages of team work, and are there any disadvantages?

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Module 15: Reception Area Appearance

• Why the appearance of the reception area is just as important as personal appearance

• How to make a reception area look welcoming, yet professional

• Small extras which make all the difference

• Reception area maintenance

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Module 16: Career Progression / From Receptionist to…

• The types of receptionist roles you can undertake, with one eye on career progression

• The possible future career roads a current receptionist can take

• The skills you can master during your time as a receptionist, to make you indispensable during your future career choices

• Administrative career roads in more depth

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Module 17: To Sum It All Up: Reception Work Explained

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Bonus lectures

Dress codes

What you need to know about being a receptionist

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