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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© 2019(C) Deborah Casey