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Creating the Best First Impression at Reception

Learn how receptionists can make a positive impact through personal presentation, communication skills, attitude, and professionalism. Discover key ways to impress visitors and callers and represent the organization effectively.

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Creating the Best First Impression at Reception

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Presentation Transcript

  1. Provide reception services Handout 2: Creating the right impression

  2. Introduction • Reception is the first point of contact for any visitors to the organisation. • The first impression they gain of the area and its personnel will inform their impression of the organisation as a whole.

  3. A good impression for the organisation • When a receptionist receives visitors or telephone calls, they create that ‘all important’ first impression. • The caller gains a favourable impression when: • the reception is tidy and tastefully furnished with decorative plants, magazines etc • the receptionist is pleasant, polite, helpful, smart and well spoken • they are made welcome and looked after.

  4. Ways the receptionist can create a positive impression • Personal presentation • Communication, both verbal and non-verbal • Attitude and behaviour • Knowledge • Professionalism.

  5. Personal presentation • The way you are dressed should reflect your organisation’s degree of formality. • Your clothes should be clean and pressed and appropriate for dealing with people of all levels, ages, cultures, etc. • Your standards of personal hygiene should not be noticeable. • No overt jewellery, chipped nail varnish or chewing gum.

  6. Non-verbal communication Body language is important: • Posture should be straight and open • Greet the visitor with a smile • Make eye contact.

  7. What does this employee’s body language tell us?

  8. What does this employee’s body language tell us?

  9. Verbal communication • Polite and courteous at all times • Awareness of tone • Clarity • Listen actively • Conversational.

  10. Adapt your communication • For example when dealing with • foreign visitors • people with visual or hearing impairments. • Speak clearly and slightly slower to those with language difficulties. • Look directly at those with hearing impairments in order that they can lip read. • Be aware that your voice will be a guide to your whereabouts to the visually impaired.

  11. Attitude and behaviour • Greet the visitor • Meet their needs • Put aside personal issues • Give them your undivided attention • Keep them informed of your actions • Be aware – empathise.

  12. Professionalism • Having the right attitude to the job no matter how you are feeling. • Always presenting the right image. • Not allowing your own frustrations to spill out.

  13. Questions?

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