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