Objective
This six-module series provides a practical learning opportunity for employees in front-desk positions. Sessions focus on practical information and skill building in the areas of: self-directed leadership, positive attitude reinforcement, front desk communication skills, handling multiple tasks, physical and emotional safety, and customer focus.
Target Audience
What Participants Will Learn
Individual Session Descriptions
Participation and Certificate of Completion
Investment
Application
Employees in front desk, front office, or first contact positions wishing to enhance their professional skills.
By completing the Taking Charge of the Front Desk series participants will be able to:
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Develop and refine their front desk professional skills,
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Enhance their professional image to fit specific work environments,
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Understand the importance of attitude,
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Communicate with "substance and style",
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Create techniques to enhance pride and build enthusiasm,
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Meet the demands of others,
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Manage time effectively,
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Identify techniques that ensure physical and emotional safety, and
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Apply leadership skills in the workplace.
Module I: Enhancing Your Professional Life
- Skill development, enhancement and refinement
- Your professional image - Does it really matter?
- Self-esteem for every front-desk professional
- Look from the outside in
Module II: Attitude Adjustment - There are those days…
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Strategies that foster an environment for getting the job done
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How to deal with negativity in others
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What to do when you are having a "dirt day"
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Looking from the inside out
Module III: What You Say and How You Say It Makes a Difference
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Being assertive without being seen as a bully or unreasonable
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Establishing a professional communication foundation
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How to ask for and get what you want
Module IV: Leadership Skills for the Front-Desk Pro
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Five essential skills and core competencies
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Identifying your leadership skills
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Implementing your leadership skills in your front-desk role
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Knowing when to follow and when to lead
Module V: Managing Multiple Tasks
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Understanding the value of people and tasks
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"And you want it when???" - Beyond multi-tasking
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Establishing a stress-free Front-Desk Zone
Module VI: Are You Safe: Paranoia or Reality
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Skill-building for physical safety
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Becoming a great observer and knowing when to act
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Monitoring and safeguarding your emotions and intellect
A Certificate of Successful Completion will be awarded to participants who
attend all six modules. Participants will also receive a letter for their
personnel file indicating successful completion of the series.
In The total investment for this program is $660 charged in two equal amounts over two academic years. The investment for this program may be covered by an individual participant’s educational assistance benefit or department payment.