As a front desk professional, you have one of the most important — and demanding — jobs in your organization ...
Your days are overflowing with ringing phones, visitors and co-workers coming and going, salespeople and vendors clamoring to get past the front desk, deliveries arriving, packages going out, paperwork to stay on top of, appointments to make, multiple bosses to answer to, and a host of other responsibilities.

As one of the first representatives of your organization people see or speak to, it's up to you to present a favorable first impression. Keeping your cool in the midst of all the chaos isn't easy — and it's no wonder you sometimes feel overworked, stressed out ... even under-appreciated!

In just one information-packed, fast-paced day, discover new solutions, surefire techniques, and "best practices" for making your job at the front desk easier, less stressful, and more enjoyable! How to Excel at the Front Desk offers up-to-the-minute ideas, fascinating insights, and real-world advice about what's working right now for receptionists in both large and small organizations across the country.

	Receptionist
	Administrative assistant or secretary
	Office manager
	Executive assistant
	Support person who provides services to a group, team, or single manager

	Project a confident, take-charge professional manner that gains recognition and respect — no matter what the circumstance or stress
	Communicate more effectively, credibly, and assertively by improving written, verbal, and non-verbal communication skills
	Organize time, workload, and the work environment to maximum efficiency and keep the day running smoothly while accommodating for the unexpected
	Handle security threats and emergencies swiftly and safely

As a result of this training:

You'll gain new ideas and techniques to draw on when things get tough, discover innovative methods for coping with difficult personalities, learn to solidify your image as a confident, capable professional, and master powerful organization skills that will have you working more efficiently and productively than ever before. What you learn will help you to:

	Come across as a confident, take-charge professional, gain recognition, and respect throughout your company.
	Communicate authority both verbally and non-verbally, and present an image of maturity, poise, and grace under pressure.
	Become a proactive, polished communicator — on the phone, through written communication, and face-to-face.
	Organize your day more smoothly, handling multi-tasking, last minute crises, and unexpected assignments with poise.

	How to make a great first impression within seconds — both in person and over the phone
	Techniques for building credibility through your verbal and nonverbal interaction with others
	Learn tips for taking charge and staying in control during even the most volatile situations
	Let your body language speak for you! Discover ways to communicate confidence and authority without saying a word

Communicate with confidence and clarity

	Identify and banish the words, phrases, and speech patterns that can damage your credibility as a professional
	Tips for getting customers, vendors, salespeople, and other visitors "on your side" — even if you can't take care of them immediately
	Develop voice projection and modulation skills that will help keep you in control of volatile situations
	How to read and interpret the body language of others
	What to do when angry people "get in your face" and won't back down
	Techniques for soothing and calming irate customers or salespeople without giving in to their demands

Essential telephone techniques that guarantee exceptional results

	Instant ways to "bond" with callers and establish a sense of friendly rapport
	Tips for getting your phone calls returned promptly — every time
	The one thing you should never say to a caller who is upset
	How to quickly take effective messages without leaving out any important information
	Techniques for handling multiple callers during high-stress times without offending or upsetting them

Organize your time, space, and responsibilities for maximum efficiency

	Develop a "receptionist reference" book that keeps valuable information at your fingertips — you'll wonder how you ever managed without it!
	Learn to sort out conflicting priorities — even when everything is "number 1"
	Tips for working successfully with multiple bosses
	Methods to minimize interruptions, chitchat, and intrusions on your time
	Hints for getting paperwork off your desk and into your filing system
	Tips for organizing your computer files, e-mail messaging, and desktop to increase your effectiveness
	Is your desk a disaster area? Use these "clutter-buster" tips to bring order to the chaos — and keep it that way!

Calmly handle safety threats, security issues, and other emergencies

	Identify when — and when not to — respond to angry and confrontational visitors
	Develop your own customized response plan for safety, security, and emergency situations
	Learn to assess the level of a threat and determine when — and who — to call for backup and assistance
	A checklist of emergency numbers you should never be without
	How safe is your front desk area? Simple improvements for maximum impact

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