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From:	"KENYA:THE ADVANCED FRONT DESK PROFESSIONALS SEMINAR 29-30 MARCH 2018 AT " "KSMS, NAIROBI KENYA" <front2018 AT outlook DOT com>
Date:	Tue, 06 Mar 2018 05:06:19 +0000
Subject:	KENYA: THE ADVANCED FRONT DESK PROFESSIONALS SEMINAR 29-30 MARCH 2018 AT KSMS, NAIROBI KENYA
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NITA 
Approved Trainers - No. TRN/1383
The 
Advanced Front Desk Professionals Seminar
Greetings!
I 
earnestly invite your organisation to this MUST attend Front Office training 
seminar.
This 
workshop will give your front office team easy to implement front office 
techniques delivered in a highly motivating style.  This special 2 days 
will ABSOLUTELY change the culture of their practice and they will return more 
knowledgeable and ready to perform as 'Front Office Megastars'. 
This 
transformative program will give front desk staff the powerful tools they need 
to handle the difficult challenges that go hand in hand with their important 
job!
We 
understand the front desk staff position is often anything but easy. They are 
handling telephone calls, emails, late appointments and missed appointments, 
cancellations, downtime, payments & demanding customers.  The list can go on and 
on.
Venue: The 
Kenya School of Monetary Studies
Dates:  29th-30th 
March, 2018
Course 
Fee: Ksh. 
28,200 inclusive of 2 days attendance, meals, seminar kit and taxes.
Payment 
and Discount Scheme: 
Package 
of 3 Delegates + 1 Free
Target 
Audience: 
Executive 
Assistants, Administrative Assistants, Receptionists, Front Desk Staff, 
Telephonists, Switchboard Operators, Personal Assistants, Customer Service/Care 
Centre Staff
 
Course 
Overview
Several 
phone lines are ringing, lights on the phone are blinking, coworkers are asking 
questions, and here comes a customer or client. How does the person manning the 
front desk of an office 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 performance.
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 
  all 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 coworkers 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. 

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 behaviors 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 and when 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 behaviors the should exhibit to run a friendly, efficient, 
and safe front desk
 
Testimonials
 
“Thumbs 
up! Your resource speaker is the best. She's one of those people who work and 
enjoy at the same time. Her energy is contagious.”
--- 
Concilia Barasa, Kenya Power
 
“Well 
presented and discussed. A very good seminar.”
--- 
Margaret Mwasi, Kenya Ports Authority
 
“It 
was great attending this training. I am now confident to handle in-house events 
in Subaru Kenya. I will definitely attend more of your 
trainings.”
--- 
Irene Njoka, Subaru Kenya
 
“For 
someone who has no front office background, it's amazing that I am able to 
understand the lesson very well. I have gained the basic knowledge 
required.”
Marion 
Oloo, FEU-East Africa College 
 
“I've 
been in a lot of seminars, but this is the first time I really participated in 
the discussions. For sure, I'll be able to apply everything I acquired from this 
seminar.”
Mary 
Kimani Thuo, Insular Life
 
 
 Do 
you have a number of staff who would benefit from this course? For 
confirmation of participation, please submit name(s) of your nominee(s) to 
front2018 AT outlook DOT com

Your 
Investment will cater for; 
Presentation, Facilitator fees, Soft 
Copy of Training Materials (videos & manuals), Certificate of participation, 
Lunch & Refreshments.
 
Other 
Upcoming Event:-
Marketing 
for Non-Marketers Seminar, 28-30 March, 2018 at Sarova Whitesands 
Mombasa
 
Happy 
to be at your esteemed service,
Catherine,
Delight 
Africa Ltd,
Dev 
Towers - 4th Floor, Suite 4A
Biashara 
Street, CBD Nairobi
P.O. 
Box 12269 - 00100, Nairobi Kenya
Land 
line: +254 722 533 771  Mobile : +254 700 221 
221
Fax : 
020 222 54 39
WhatsApp : 
+254 729 236 920
*‘**Promoting Professionalism in Corporate 
Training**’
NITA 
Approved Trainers - No. TRN/1383
Front Desk Sem, Dev Towers, Biashara Street, Nairobi, Nairobi City CBD, 20502, Kenya
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