From mboxrd@z Thu Jan 1 00:00:00 1970 Return-Path: Received: (qmail 112622 invoked by uid 89); 6 Mar 2018 03:20:34 -0000 Authentication-Results: sourceware.org; auth=none X-Virus-Checked: by ClamAV 0.99.3 on sourceware.org X-Virus-Found: No X-Spam-SWARE-Status: No, score=2.9 required=5.0 tests=BAYES_80,FREEMAIL_ENVFROM_END_DIGIT,FREEMAIL_FROM,FREEMAIL_REPLYTO_END_DIGIT,GIT_PATCH_2,HTML_MESSAGE,KAM_TRACKIMAGE,LIKELY_SPAM_BODY,RCVD_IN_DNSWL_NONE,SPF_SOFTFAIL,SUBJ_ALL_CAPS,TIME_LIMIT_EXCEEDED,URIBL_GREY autolearn=unavailable version=3.3.2 spammy=Monetary, WhatsApp, esteemed, Discount X-Spam-Status: No, score=2.9 required=5.0 tests=BAYES_80,FREEMAIL_ENVFROM_END_DIGIT,FREEMAIL_FROM,FREEMAIL_REPLYTO_END_DIGIT,GIT_PATCH_2,HTML_MESSAGE,KAM_TRACKIMAGE,LIKELY_SPAM_BODY,RCVD_IN_DNSWL_NONE,SPF_SOFTFAIL,SUBJ_ALL_CAPS,TIME_LIMIT_EXCEEDED,URIBL_GREY autolearn=unavailable version=3.3.2 X-Spam-Checker-Version: SpamAssassin 3.3.2 (2011-06-06) on sourceware.org X-Spam-Level: ** X-HELO: n51.mxout.mta4.net 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2018 AT " "KSMS, NAIROBI KENYA" Date: Tue, 06 Mar 2018 04:03:00 -0000 Subject: KENYA: THE ADVANCED FRONT DESK PROFESSIONALS SEMINAR 29-30 MARCH 2018 AT KSMS, NAIROBI KENYA Message-Id: <4u3tceaq6ns3.VI3cLRh9-6keGhMrNGc-ew2@tracking.targetoffice.co.ke> Reply-To: front2018@outlook.com Sender: mailer@targetoffice.co.ke To: "listarch-cygwin@sourceware.org" X-Msg-EID: VI3cLRh9-6keGhMrNGc-ew2 MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="=-eZCfMkuG/Qn+L57TPMIqTiHswCpF1rMg23WKzA==" X-SW-Source: 2018-03/txt/msg00082.txt.bz2 --=-eZCfMkuG/Qn+L57TPMIqTiHswCpF1rMg23WKzA== Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: base64 Content-length: 11786 DQpOSVRBIA0KQXBwcm92ZWQgVHJhaW5lcnMgLSBOby4gVFJOLzEzODMNClRo ZSANCkFkdmFuY2VkIEZyb250IERlc2sgUHJvZmVzc2lvbmFscyBTZW1pbmFy DQpHcmVldGluZ3MhDQpJIA0KZWFybmVzdGx5IGludml0ZSB5b3VyIG9yZ2Fu aXNhdGlvbiB0byB0aGlzIE1VU1QgYXR0ZW5kIEZyb250IE9mZmljZSB0cmFp bmluZyANCnNlbWluYXIuDQpUaGlzIA0Kd29ya3Nob3Agd2lsbCBnaXZlIHlv 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= = NITA=20 Approved Trainers - No. TRN/1383

The=20 Advanced Front Desk Professionals Seminar

Greetings!

I=20 earnestly invite your organisation to this MUST attend Front Office trainin= g=20 seminar.

This=20 workshop will give your front office team easy to implement front office=20 techniques delivered in a highly motivating style.  This special 2 day= s=20 will ABSOLUTELY change the culture of their practice and they will return m= ore=20 knowledgeable and ready to perform as 'Front Office Megastars'.
This=20 transformative program will give front desk staff the powerful tools they n= eed=20 to handle the difficult challenges that go hand in hand with their importan= t=20 job!

We=20 understand the front desk staff position is often anything but easy. They a= re=20 handling telephone calls, emails, late appointments and missed appointments= ,=20 cancellations, downtime, payments & demanding customers.  The list can go on and=20 on.

= Venue: The=20 Kenya School of Monetary Studies

= Dates:  29th-30t= h=20 March, 2018

= Course=20 Fee: Ksh.=20 28,200 inclusive of 2 days attendance, meals, seminar kit and taxes.=

= Payment=20 and Discount Scheme: 
Package=20 of 3 Delegates + 1 Free

= Target=20 Audience: =20

Executive= =20 Assistants, Administrative Assistants, Receptionists, Front Desk Staff,=20 Telephonists, Switchboard Operators, Personal Assistants, Customer Service/= Care=20 Centre Staff

 = ;

= Course=20 Overview
Several=20 phone lines are ringing, lights on the phone are blinking, coworkers are as= king=20 questions, and here comes a customer or client. How does the person manning= the=20 front desk of an office handle several people simultaneously with=20 professionalism and poise? This fast-paced course is specifically designed = to=20 answer this and other important questions for those who work as an=20 organization’s first-impression representative at the front desk. In = addition to=20 learning the elements of effective verbal and visual communication, partici= pants=20 will find out how to expertly satisfy even the most demanding, difficult=20 visitors without jeopardizing their performance.=

= Program=20 Objectives

At=20 the program’s conclusion, participants should be able to:<= /SPAN>

  • Describe= =20 the components of a professional image at the front=20 desk.
  • Understa= nd=20 that their workspace is an extension of themselves and should reflect a=20 professional image as well.
  • Manage=20 all communication with clarity, accuracy, and courtesy.=
  • Improve= =20 verbal communication with those they meet face to face.=
  • Interpre= t=20 the body language of others to determine how best to communicate with=20 them.
  • Minimize= =20 interruptions caused by visitors and coworkers in a tactful yet determine= d=20 way.
  • Implemen= t=20 strategies for dealing politely and successfully with discourteous, deman= ding,=20 or dissatisfied visitors.
  • Explain= =20 precautionary steps they should take in emergency situations that might=20 compromise the safety of everyone in the workplace.
  • Develop= =20 a personal action plan to improve both their image and their skills at th= e=20 front desk.

The=20 following outline highlights some of the course’s key learning points= .=20

= Workshop=20 Outline

Best=20 Foot Forward: Features of a Professional Image

In=20 this introductory discussion, participants will discuss the components that= make=20 for a first-class impression. Using an array of visual examples, the facili= tator=20 will help participants discover both obvious and subtle signals front-desk= =20 employees give before saying a single word when encountering others. By=20 examining the outward signs of those with a polished presence, they will ha= ve a=20 better sense of steps they can take immediately to create a professional im= age=20 for themselves and their organization.

 = ;

One=20 Step Back: What Will Ruin the Image?

In=20 this part of the workshop, participants will learn the behaviors and habits= that=20 can destroy not only their image but that of their organization. They will = see=20 how body language, mannerisms, appearance, and personal grooming considerat= ions=20 can enhance or destroy their credibility. Also, they will see the physical = space=20 they occupy at work is an important part of their image that should not be= =20 neglected. We will also discuss techniques and tools for clearing and organ= izing=20 desk space, managing paper, and maintaining a professional=20 environment. 

 = ;

Whose=20 Line Is It Anyway? : Taking and Making Calls like a=20 Pro

As=20 important as it is to project professionalism in person, it is just as impo= rtant=20 to do so over the telephone. In this seminar segment, participants will lea= rn=20 how to convey a positive image over the phone by using appropriate greeting= s=20 that are warm and welcoming. They will find out ways to put callers on hold= =20 politely and learn alternatives to keeping them on hold indefinitely. The=20 facilitator will also share strategies for taking messages quickly and=20 accurately, transferring calls with ease and grace, and ending calls with o= verly=20 talkative callers without appearing abrupt or rude.

 = ;

Beyond=20 Words: What the Body Says

Posture,=20 arm placement, hand gestures, and facial features speak volumes even when p= eople=20 are silent. Being aware of their own body signals and knowing how to &ldquo= ;read”=20 those that others send will contribute to both improved personal image and= =20 better customer service. In this portion of the workshop, participants= will=20 complete their discussion of communication techniques by learning how to=20 interpret body language in themselves and others. 

 = ;

Security=20 Concerns: Staying Safe at the Front

The=20 front desk is just that, the front. In this part of the program, we will ex= plore=20 the importance of being not only courteous but cautious too. During this=20 segment, we will talk about security, surprises, and what to do if and when= the=20 unexpected should occur.

 = ;

Grace=20 under Pressure: Handling Difficult People with Diplomacy and=20 Tact

The=20 mark of true professionalism in front-desk representatives is their ability= to=20 deal effectively with problematic visitors without losing patience or digni= ty.=20 Remaining professional with those who don’t return the courtesy requi= res special=20 skill and remarkable self-control. At this point in the program, we will ex= plore=20 tactful, polite, and safe ways for handling visitors who have no appointmen= ts,=20 those who are angry and impatient, those who hover and other characters tha= t=20 present a challenge. 

By=20 the conclusion of this interactive program, participants should have a bett= er=20 grasp of skills and behaviors the should exhibit to run a friendly, efficie= nt,=20 and safe front desk

 

= Testimonials

=  

= “Thu= mbs=20 up! Your resource speaker is the best. She's one of those people who work a= nd=20 enjoy at the same time. Her energy is contagious.”

---=20 Concilia Barasa, Kenya Power

 

“Wel= l=20 presented and discussed. A very good seminar.”

---=20 Margaret Mwasi, Kenya Ports Authority

 

“It= =20 was great attending this training. I am now confident to handle in-house ev= ents=20 in Subaru Kenya. I will definitely attend more of your=20 trainings.”

---=20 Irene Njoka, Subaru Kenya

 

= “For= =20 someone who has no front office background, it's amazing that I am able to= =20 understand the lesson very well. I have gained the basic knowledge=20 required.”

= Marion=20 Oloo, FEU-East Africa College 

 

“I'v= e=20 been in a lot of seminars, but this is the first time I really participated= in=20 the discussions. For sure, I'll be able to apply everything I acquired from= this=20 seminar.”

= Mary=20 Kimani Thuo, Insular Life

=  

 

 Do=20 you have a number of staff who would benefit from this course? For=20 confirmation of participation, please submit name(s) of your nominee(s) to= =20 front2018@outlook.com


Your=20 Investment will cater for;=20 Presentation, Facilitator fees, Soft=20 Copy of Training Materials (videos & manuals), Certificate of participa= tion,=20 Lunch & Refreshments.

 

= Other=20 Upcoming Event:-

Marketing=20 for Non-Marketers Seminar, 28-30 March, 2018 at Sarova Whitesands=20 Mombasa<= /P>

 = ;

Happy=20 to be at your esteemed service,

= Catherine,

= Delight=20 Africa Ltd,

= Dev=20 Towers - 4th Floor, Suite 4A

= Biashara=20 Street, CBD Nairobi

= P.O.=20 Box 12269 - 00100, Nairobi Kenya

= Land=20 line: +254 722 533 771  Mobile : +254 700 221=20 221

= Fax :=20 020 222 54 39

= WhatsApp :=20 +254 729 236 920
*‘**Promoting Professionalism in Corporate=20 Training**’

= = NITA=20 Approved Trainers - No. TRN/1383

Front Desk Sem, Dev Towers, Bi= ashara Street, Nairobi, Nairobi City CBD, 20502, Kenya

3D""
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