Reception and communication technique
Communicate with Impact, Welcome with Know-How
Face-to-face or remote class
Who Should Attend ?
Targets: BAC+2/3/4
Prerequisites: Basic notion
Training program
CChapter 1: General
A.1- Definitions
A.2- The challenges of customer reception and communication in a service station
Chapitre 2 : les techniques d’accueil et de communication
B.1- Review of reception and communication techniques used by auditors before training
B.2- Sbam
B.3- . Brasma
B.4- The 4 x 20 rule
Chapter 3: reception, a communication situation
C.1- The communication diagram
C.2- Verbal communication
C.3- Non-verbal communication
C.4- Obstacles to communication
C.5- Means to remedy obstacles linked to communication, the pygmalion effect
CChapter 4: Communicate effectively in a reception situation
D.1- Communication techniques relating to physical reception
D.2- Communicate effectively in a telephone reception situation
D.3- Customer typology/psychology
Chapter 5: adapting reception in the long term
E.1- The establishment of a permanent listening system for welcoming the public and customers;
E.2- The involvement of management and the taking into account of the results of listening to set the development objectives of the reception program;
E.3- The development of internal communication on reception issues;
E.4- Staff participation in the definition and implementation of the reception improvement program;
E.5- The development of management tools and a reception dashboard.
The objectives of the training
The objective of the training is to strengthen the skills of participants/listeners in reception and communication techniques in order to enable them to demonstrate greater effectiveness and efficiency in taking into account and managing the needs of their users, whatever their typology, psychology or profile. This main objective is broken down into specific objectives which are in reality skills and/or know-how, soft skills that the auditors will develop or strengthen thanks to the training.
Thus, at the end of this training, each auditor must be able to:
- to welcome the customer and/or visitor face to face or remotely;
- to improve its capacity to respond to user requests;
- to acquire techniques and tools to professionalize their reception;
- to know how to manage one's emotions when dealing with users in order to effectively manage their needs;
- : to master strategies for managing impatient customers with ‘’humeur insupportable’’
Assessment
- Un questionnaire pour l’évaluation du professionnalisme du contenu.
- Un questionnaire pour l’évaluation des compétences acquises.
training duration
03 days (15 hours)
Cost of training
Option 1 : 150 000 FCFA ( vous bénéficierez d’un certificat de fin de formation et de supports de cours à l’appui )
Option 2 : 75 000 FCFA (you will only benefit from course materials)
