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Overview

This learning programme will lead you to a greater understanding of the various aspects involved in becoming a professional Receptionist. Focus areas include monitoring and controlling of the reception area, organising your work, establishing and maintaining work relationships, maintaining of files and records, and the processing of incoming and outgoing telephone calls.

This course will equip you to monitor the reception area and to adhere to health and safety protocols and standard company emergency procedures. You will get acquainted with telephone etiquette including the processing and screening of calls, how to deal with difficult callers, and how to operate a switchboard.

Features & Benefits

<ul>
	<li>This course is accredited with Services SETA upon successful completion of your Portfolio of Evidence (PoE) for Unit Standard SAQA IDs 13928, 7790 and 110021</li>
</ul>

<ul>
	<li>Get 12 months access to your course via our myWay Learning Platform that includes video lectures, extra resources, questionnaires and much more.</li>
	<li>Take full advantage of our new Hybrid Learning by attending on campus or virtually. Have all your classes ready to be downloaded and watched anytime, anywhere <a href="https://www.aie.ac/pgs-179-hybrid-learning.html">https://www.aie.ac/pgs-179-hybrid-learning.html#</a></li>
</ul>

<ul>
	<li>Receptionists will gain confidence and enhance their professional and practical skills & knowledge in the reception field.</li>
</ul>

Duration

<div>In Class/Virtual Class, Hybrid Learning <a href="https://learnfast.co.za/pgs-153-hybrid-learning.html">(Learn More)</a></div>

<ul>
	<li>
	<div>2 Days (08:30 – 16:00) Classes are presented via our Hybrid Learning allowing learners the flexibility to attend on-campus or in the comfort of their home or workplace.</div>
	</li>
</ul>

<div>Online (<a href="https://learnfast.co.za/pgs-153-hybrid-learning.html" rel="noreferrer noopener" target="_blank">Learn More</a>)</div>

<ul>
	<li>
	<div>12 Months Self-paced, access anytime, anywhere via our myWay Learning Platform. </div>
	</li>
</ul>

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Important Notes

<div>
<ul>
	<li>
	<div>Learners to arrive at the training venue from 08:00 in preparation for 08:30 starting time</div>
	</li>
	<li>
	<div>Bookings are only confirmed upon receipt of the proof of payment or an official company purchase order.</div>
	</li>
	<li>
	<div>For full day, on campus courses, Learnfast will supply you with a computer to use for training (if applicable),& tea/coffee and a full lunch. Catering is not included for On-Site training and laptops are available for hire at an additional cost if required.</div>
	</li>
	<li>
	<div>Cancellation or rescheduling requests must be in writing and reach us via email at least 5-10 working days prior to the course commencement date. Full course fees will be retained for no shows.</div>
	</li>
	<li>
	<div>Virtual learners are required to have a stable internet connection & a working headset available for sound purposes.</div>
	</li>
	<li>
	<div>Learners who use their own laptops are fully responsible to ensure that administration rights, software installations, etc. are working sufficiently prior to training.</div>
	</li>
	<li>
	<div>Learnfast reserves the right to cancel or postpone dates if we require to do so and undertake to inform clients in writing and telephonically of these changes.</div>
	</li>
	<li>
	<div>Learnfast is not responsible for costs associated with cancellation of classes such as flight and accommodation for clients.</div>
	</li>
</ul>

CourseOutline

Module 1: Monitor the maintenance of the reception area

After completing this module, the learner will be able to monitor the maintenance of a clean and safe reception area as per organisational requirements.

<ul>
	<li>Implementation of the housekeeping standards </li>
	<li>Maintain housekeeping operations </li>
	<li>Areas not meeting the required standards are identified.</li>
</ul>

<hr />

Module 2: Monitor the presentation of the reception area

After completing this module, the learner will be able to monitor presentation of reception area.

<ul>
	<li>Presentation of reception area is maintained. </li>
	<li>Areas of non-conformance are identified. </li>
	<li>Remedial actions are identified. </li>
	<li>Areas of improvement are communicated to incumbents</li>
</ul>

<hr />

Module 3: Monitor the implementation of security procedures in reception area

After completing this module, the learner will be able to monitor the implementation of security procedures in reception area.

<ul>
	<li>Security procedures are outlined. </li>
	<li>Visitors' cards and permits are obtained from security personnel </li>
	<li>Firearm procedures are monitored.</li>
	<li>Discrepancies and problems are reported</li>
</ul>

<hr />

Module 4: Understanding Telephone Etiquette

After completing this module, the learner will be able to make a decision to disclose information or not to accordance with organisational requirements.

<ul>
	<li>Disc losable and non-disc losable information is classified. </li>
	<li>Various ways of finding telephone numbers are described. </li>
	<li>The necessary documentation and equipment are prepared. </li>
	<li>Possible suggestions to learn the new system of a new switchboard are provided</li>
</ul>

<hr />

Module 5: Processing Incoming and Outgoing Calls

After completing this module, the learner will be able to make decisions about telephone practice and act accordingly.

<ul>
	<li>The importance of acknowledging callers is explained. </li>
	<li>The difference in the way a person answers their own private telephone and the way the switchboard is answered. </li>
	<li>Standard telephone etiquette on answering calls, is described. </li>
	<li>The importance of body language in communicating is described. </li>
	<li>A decision, based on a telephonic request from a customer, to help or to transfer the call to another person in the organisation is made </li>
	<li>The caller's call is transferred quickly </li>
	<li>A detailed message for others in the organisation is taken.</li>
</ul>

<hr />

Module 6: Dealing with abusive callers and emergency situations

After completing this module, the learner will be able to describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements.

<ul>
	<li>Methods for dealing with abusive callers are described </li>
	<li>Methods for dealing with emergency situations are described.</li>
</ul>

<hr />
Module 7: Plan and organise own work

After completing this module, the learner will be able to plan and organise own work

<ul>
	<li>Demonstrate knowledge of the business environment with relation to people </li>
	<li>Describe planning aids and use it in line with scheduling techniques </li>
	<li>Identify routine and unexpected tasks and prioritise </li>
	<li>Change work plans accordingly where changes in priority occur </li>
	<li>Report anticipated difficulties in meeting deadlines</li>
</ul>

<hr />
Module 8: Establish and maintain working relationships

After completing this module, the learner will be able to establish and maintain working relationships.

<ul>
	<li>Describe team working, relationship and conflict management</li>
	<li>Provide information to internal and external customers </li>
	<li>Elicit information, advice and resources required from the appropriate people </li>
	<li>Meet commitments to others within agreed timescales </li>
	<li>Employ communication methods and styles </li>
	<li>Acknowledge any communication difficulties and take action.</li>
	<li>Take opportunities to promote the image of the department </li>
	<li>Strictly adhere to confidentiality and data protection requirements</li>
</ul>

<hr />
Module 9: Maintain files and records

After completing this module, the learner will be able to maintain files and records.

<ul>
	<li>Explain information sorting, handling and storage procedures </li>
	<li>File new documentation and records in the filing system </li>
	<li>Monitor item movements and record it where necessary </li>
	<li>Store documentation and records </li>
	<li>Deal with out of date information </li>
	<li>Identify opportunities for improving filing systems</li>
</ul>

Available Exams and Certifications

Articulation Options

Outcomes

Upon completion of this course and successful assessment, learners will have the ability to:

<ul>
	<li>Monitor the maintenance of a clean and safe reception area as per organisational requirements.</li>
	<li>Monitor presentation of reception area.</li>
	<li>Monitor the implementation of security procedures in reception area.</li>
	<li>Make a decision to disclose information or not to accordance with organisational requirements.</li>
	<li>Take and transfer incoming calls, as well as messages in accordance with organisational. requirements.</li>
	<li>Describe methods for dealing with abusive callers and emergency situations in accordance with organisational requirements.</li>
	<li>Plan and organise own work.</li>
	<li>Establish and maintain working relationships.</li>
	<li>Maintain files and records.</li>
</ul>

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