Courses
Essential Skills for Front Line Staff
1 or 2 Day Workshop
Intended audience:
All front line staff including Receptionists, Telephonists, Administration and Office staff, Student Support Services, Admissions and Guidance staff, Custodians and Security and those front line staff new to post.
Focus:
As the first point of contact, front line staff play a crucial role in the success and reputation of a college. By developing appropriate behaviours, skills and attitudes they can convey the understanding, quality and caring that lead to a professional and high quality service.
This highly practical course explores the importance of this role and develops essential communication and presentation skills necessary to; deal effectively with a broad range of clients, juggle complex demands and achieve satisfactory outcomes within limited timescales.
Day One focuses on understanding what constitutes quality customer care and considers a range of key interpersonal skills to enhance day-to-day interactions, including assertiveness skills, active listening, focused questioning and handling complaints.
Day Two builds on the basic skills to enable staff to deal with more specific and challenging situations: handling ‘difficult’ people, defusing aggression, resolving conflicts and keeping calm and professional when under pressure. It also explores strategies for enhancing effectiveness and efficiency in meetings and on the telephone.
Suitable for all front line staff, this course can either be taken as an essential skills one-day course or a more in depth two-day course. Day Two builds on skills and understanding from day one so would not be ideal as a stand-alone session.
Purpose:
During this 2 day event you will:
- Understand the principles, attitudes and skills essential for a quality service and assess your own situation against this
- Consider different behaviour styles and how to positively influence these
- Learn how to project a positive, professional and confident image
- Develop practical strategies to turn around customer’s dissatisfactions and complaints and defuse difficult situations
- Build resilience to pressure and stress
- Establish best practice for handling the telephone and meetings
- Develop a personal action plan to ensure learning continues in the workplace
