Description

At the end of this course, participants will be able to behave like hospitality professionals. They will learn to enhance the image of the company and respond to the needs of their interlocutors by practicing active listening, questioning and expressing themselves effectively and courteously.

Who is this training for ?

For whom ?

This course is intended for any employee in contact with the public and/or using the telephone.

Prerequisites

Training objectives

Know the basic principles of communication

Know yourself better to communicate better

Decipher others to communicate better

Remove misunderstandings

Build a toolbox to communicate better

Training program

• Understand the particularities of telephone reception
  • Inventory of constraints.
  • The impacts of telephone reception on the company's brand image.
  • An imperative: offer an initial positive image of yourself, the service requested, your company.
  • Collective reflection Group work on the specificities of telephone reception.
• Know the best telephone support techniques
  • Answer quickly and welcome.
  • Successfully make the first contact.
  • Take care of your presentation: tone, flow, articulation, rhythm, availability and clarity of communication.
  • Ask the right questions to guide the caller and convey the message.
  • Practice active listening techniques to build confidence and be sure you have understood correctly.
  • Ensure complete support for the interlocutor.
  • Scenario Succeed in the first contact on the telephone.
  • Group debriefing.
• Welcoming: communication rules applied to physical welcoming
  • Know how to welcome: position yourself, know your role and missions.
  • The rules relating to listening and empathy.
  • The rules relating to 'observation.
  • Knowing how to question and reformulate.
  • The bodily means of expression: gestures, postures, looks, smile.
  • "Positiveness" their attitudes in delicate moments.
  • Welcoming the disabled public: their behavior, their way of communicating.
  • Selecting the information to provide to a disabled public: the accessibility of the establishment and services.
  • Scenario Master communication techniques in physical reception situations.
  • Group debriefing.
• Managing complaints: interpersonal communication
  • Interpersonal communication: definition, basic techniques.
  • Verbal, paraverbal and non-verbal communication.
  • The impact of messages, the image conveyed by his behavior (how others see us).
  • Assertiveness: self-affirmation.
  • The relationship of trust and mutual respect, self-esteem.
  • Defuse a difficult situation.
  • Attitudes towards the reactions of others: passivity, flight, attack, aggressiveness, manipulation, insinuation.
  • Exercise: r nSelf-diagnosis: measure your level of assertiveness.
  • Difficult situations with customers.
  • Group debriefing.