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Front Office Training ? Reception

(12 Units):

Non-verbal communication (Metacommunication):

  • Non-verbal aspects of speech.
  • Non-verbal aspects of writing.
  • Body Language.

Verbal-Face to Face:

  • Greetings & Introductions ? one to one.
  • Greetings & Introductions ? more than one party.

Verbal-Telephone(faceless voice):

  • Greetings & Introductions.
  • Active listening.
  • Efficient use of communication systems.
  • Answering calls coming in.
  • Transferring in coming calls.
  • Transferring internal calls.
  • Making outgoing calls.
  • Sending faxes & photocopying.
  • Message & taking notes.

Content Sample:


A: How do you do? ? pleased/nice to meet you.

B: How do you do? ? Pleased/nice to meet you.

A: How are you?

B: Good thank you/not bad thank you.

A: Finding out someone’s name ? excuse me[are, you][is your name]Mr. Jones?

B: Response ? no it’s not, it’s Jackson.

A: My apologies[pardon me] Mr. Jackson.


   Informal        Greeting & Self-Introduction Hello [I’m, my name’s] Betty.

   Formal         Good morning [I’m, my name is] Betty Baxter.

Meeting (Greeting complemented with an Introduction) etc.

Phone calls; Good morning, ABC Advertising Pty. Ltd., Jackie speaking. ---------- can I help you?

Etc. etc……

A Comprehensive and practical course covering all aspects of front office procedures to a high level of competence and ability.

Through role plays simulating real life situations throughout this course, students will acquire all the communicative skills necessary for reception duties.


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