Business Administration Courses
Reception Diploma
Module 1: The Role of the Receptionist
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What is a receptionist? We will define the nature of the role, and explain exactly what a front of house receptionist is
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How to be prepared for literally anything - one day is never the same as the next
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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
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A general overview of the duties of a receptionist
Module 2 : The Different Types of Receptionist and the Subtle Differences Between Them
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The different types of receptionist roles there are in the job market, and why there are subtle differences between them
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Legal receptionists
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Medical receptionists
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Educational institute receptionists
Module 3 : The Essentials of Communication
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The principles to create a powerful first impression. How can this be done?
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The principles to confirm how your message comes across. How can you check the message received is the correct one?
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How to use voice, tone, and language to build trust, credibility, and confidence
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How can you identify the customer's needs?
Module 4 : Practice Good Telephone Skills
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How to communicate using the tone of your voice and the language you use
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How the lack of body language can sometimes impact on telephone conversations
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The appropriate language to use during a professional telephone call
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Follow up actions after a telephone conversation
Module 5 : Sending Formal Messages/Sending Informal Messages
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We will reiterate the importance of good quality telephone skills
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What is a formal message?
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What is an informal message?
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The vital nature of confidentiality when taking and sending messages
Module 6 : Database Management and Booking/Reservation Procedures
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What a database may be used for
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Confidentiality in terms of database use
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How to maintain a database in the most effective way
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The kinds of bookings/reservations you may need to do as part of your reception work
Module 7 : Following Routine Administrative Procedures and Developing Filing Systems
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What are routine administrative tasks or procedures? A general overview
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The differences between the duties of a receptionist and the duties of a secretary
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The routine daily administrative tasks you should be undertaking as a receptionist
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What is a filing system, and why is it important?
Module 8 : Security & Safety Issues / Health & Safety Considerations in the Workplace
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What is health & safety?
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Who has the responsibility to ensure health and safety in the workplace?
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What types of accidents or incidents can occur?
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How can we all stay safe during our working hours?
Module 9 : Confidentiality
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What is confidentiality, and why is it important?
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Data Protection, and how it affects both you and the workplace
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The consequences of a breach of confidentiality
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How to maintain confidentiality
Module 10 : Successful Meetings & Minute Taking, Meeting & Accommodation Arrangements
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What makes a successful meeting/pre-arrangements you need to make
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What is minute-taking? How it is part of a receptionist's job, and how to do it
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How minutes should be presented after the meeting, in terms of format and content
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What arrangements may you need to make in terms of accommodation for meeting attendees?
Module 11 : Organisational Skills & Time Management
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What are organisational skills?
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How can you prioritise?
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Scenarios to help you understand how prioritising works in practice
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Time management, how you can make it work for you
Module 12 : Effective Business Communication
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How written and verbal communication differs
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What types of business communication in a written form you may need to use
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Written communication formats
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Formal and informal written communication
Module 13 : How Technology is Important in Reception Work
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How technology plays a part in administrative work overall
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What types of technology you may need to use
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What software packages you may need to use
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Away from the computer, how most of your daily working life includes technology in some guise
Module 14 : The Importance of Team Work
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What is team work?
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How does team work relate to a receptionist role?
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What attributes make a good team player?
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What are the advantages of team work, and are there any disadvantages?
Module 15: Reception Area Appearance
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Why the appearance of the reception area is just as important as personal appearance
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How to make a reception area look welcoming, yet professional
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Small extras which make all the difference
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Reception area maintenance
Module 16: Career Progression / From Receptionist to…
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The types of receptionist roles you can undertake, with one eye on career progression
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The possible future career roads a current receptionist can take
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The skills you can master during your time as a receptionist, to make you indispensable during your future career choices
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Administrative career roads in more depth