Nigerian Seminars and Trainings

Search all upcoming seminars, conferences, short management courses and training in Nigeria and around the World

business logo

Front Desk Professionals Training

By: Newways Consulting

Lagos State, Nigeria

19 - 21 Nov, 2024  3 days

Follow Event


NGN 185,000

Get 5.00% off

Venue: Lagos

Several phone lines are ringing, lights on the phone are blinking, co-workers are asking questions, and here comes a customer or client. How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise? This fast-paced course is specifically designed to answer this and other important questions for those who work as an organization’s first-impression representative at the front desk. In addition to learning the elements of effective verbal and visual communication, participants will find out how to expertly satisfy even the most demanding, difficult visitors without jeopardizing their health or safety.

Program Objectives

At the program’s conclusion, participants should be able to:

  • Describe the components of a professional image at the front desk.
  • Understand that their workspace is an extension of themselves and should reflect a professional image as well.
  • Manage telephone communication with clarity, accuracy, and courtesy.
  • Improve verbal communication with those they meet face to face.
  • Interpret the body language of others to determine how best to communicate with them.
  • Minimize interruptions caused by visitors and co-workers in a tactful yet determined way.
  • Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied visitors.
  • Explain precautionary steps they should take in emergency situations that might compromise the safety of everyone in the workplace.
  • Develop a personal action plan to improve both their image and their skills at the front desk.

The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

Best Foot Forward: Features of a Professional Image

In this introductory discussion, participants will discuss the components that make for a first-class impression. Using an array of visual examples, the facilitator will help participants discover both obvious and subtle signals front-desk employees give before saying a single word when encountering others. By examining the outward signs of those with a polished presence, they will have a better sense of steps they can take immediately to create a professional image for themselves and their organization.

One Step Back: What Will Ruin the Image

In this part of the workshop, participants will learn the behaviours and habits that can destroy not only their image but that of their organization. They will see how body language, mannerisms, appearance, and personal grooming considerations can enhance or destroy their credibility. Also, they will see the physical space they occupy at work is an important part of their image that should not be neglected. We will also discuss techniques and tools for clearing and organizing desk space, managing paper, and maintaining a professional environment.

Whose Line Is It Anyway? Taking and Making Calls like a Pro

As important as it is to project professionalism in person, it is just as important to do so over the telephone. In this seminar segment, participants will learn how to convey a positive image over the phone by using appropriate greetings that are warm and welcoming. They will find out ways to put callers on hold politely and learn alternatives to keeping them on hold indefinitely. The facilitator will also share strategies for taking messages quickly and accurately, transferring calls with ease and grace, and ending calls with overly talkative callers without appearing abrupt or rude.

Beyond Words: What the Body Says

Posture, arm placement, hand gestures, and facial features speak volumes even when people are silent. Being aware of their own body signals and knowing how to “read” those that others send will contribute to both improved personal image and better customer service. In this portion of the workshop, participants will complete their discussion of communication techniques by learning how to interpret body language in themselves and others.

Security Concerns: Staying Safe at the Front

The front desk is just that, the front. In this part of the program, we will explore the importance of being not only courteous but cautious too. During this segment, we will talk about security, surprises, and what to do if the unexpected should occur.

Grace under Pressure: Handling Difficult People with Diplomacy and Tact

The mark of true professionalism in front-desk representatives is their ability to deal effectively with problematic visitors without losing patience or dignity. Remaining professional with those who don’t return the courtesy requires special skill and remarkable self-control. At this point in the program, we will explore tactful, polite, and safe ways for handling visitors who have no appointments, those who are angry and impatient, those who hover and other characters that present a challenge.

By the conclusion of this interactive program, participants should have a better grasp of skills and behaviours they should exhibit to run a friendly, efficient, and safe front desk.

Who should attend?

Front Desk Staff, Receptionists, Chef Managers, Accountants, Auditors, Supervisors, Stores Managers and others who perform related functions.

Training Methodology

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

Lagos Nov 19 - 21 Nov, 2024
NGN 185,000.00(The program fees covers tuition, Course Materials, Tea/Coffee Break, Lunch, Bag, Certificate of participation and administration)
(Convert Currency)

Dr Chris Egbu +2348023194131

Organizations sponsoring two staff will get 10% discount, Three - Five will get 15% discount, Six - Ten will get 20% discount and Payment before two weeks to event date attracts 5% discount. You can also consider the option of having this training in-house or online at 40% discount and 5 free e-books
Newways Faculty

Related Courses

Mastering Inventory Management: Strategies for Optimal Control and Cost Efficiency Mastering Inventory Management: Strategies for Optimal Control and Cost Efficiency

3 days, 22 - 24 Oct, 2024 

2024-10-22 12:10:00 2024-10-22 12:10:00
Lagos State, Nigeria

Newways Consulting

This workshop covers the principles of inventory management, including how to optimize inventory levels, manage inventory costs, and implement effective inventory control strategies. By the end of ...

Effective Performance Appraisal Meetings and Facilitating Coaching to Improve Performance Course Effective Performance Appraisal Meetings and Facilitating Coaching to Improve Performance Course

3 days, 20 - 22 Aug, 2024 

2024-08-20 12:08:00 2024-08-20 12:08:00
Lagos State, Nigeria

Newways Consulting

Since there is a positive correlation between the performance of individual employees and the overall performance of the organization, it is an organizational imperative for supervisors and managers ...

Turning Challenges into Opportunities: Service Recovery and Conflict Resolution Turning Challenges into Opportunities: Service Recovery and Conflict Resolution

3 days, 08 - 10 Oct, 2024 

2024-10-08 12:10:00 2024-10-08 12:10:00
Lagos State, Nigeria

Newways Consulting

This workshop covers the principles of service recovery and conflict resolution, including how to manage customer complaints and conflicts, identify and resolve service issues, and restore customer ...

Strategic Human Resource Management, Industrial Relations and Labour Laws Course Strategic Human Resource Management, Industrial Relations and Labour Laws Course

4 days, 15 - 18 Oct, 2024 

2024-10-15 12:10:00 2024-10-15 12:10:00
Lagos State, Nigeria

Newways Consulting

Each day will be dedicated to one topic that will be extensively explored. Evolutionary trend analysis, skill building exercises, role plays, and videos are some of the training methodologies used. ...