1. Provide reception services
Handout 2: Creating the right impression

2. Introduction
Reception is the first point of contact for any visitors to the organisation.
The first impression they gain of the area and its personnel will inform their impression of the organisation as a whole.

3. A good impression for the organisation
When a receptionist receives visitors or telephone calls, they create that ‘all important’ first impression.
The caller gains a favourable impression when:
the reception is tidy and tastefully furnished with decorative plants, magazines etc
the receptionist is pleasant, polite, helpful, smart and well spoken
they are made welcome and looked after.

4. Ways the receptionist can create a positive impression
Personal presentation
Communication, both verbal and non-verbal
Attitude and behaviour
Knowledge
Professionalism.

5. Personal presentation
The way you are dressed should reflect your organisation’s degree of formality.
Your clothes should be clean and pressed and appropriate for dealing with people of all levels, ages, cultures, etc.
Your standards of personal hygiene should not be noticeable.
No overt jewellery, chipped nail varnish or chewing gum.
You may be required to wear a uniform or have a general guideline such as jacket and shirt.
Ensure that buttons are not missing/undone or blouses are inadvertently see-through; skirts should not be too short.

6. Non-verbal communication
Body language is important:
Posture should be straight and open
Greet the visitor with a smile
Make eye contact.
Posture should be straight and open – slouching gives a ‘can’t-be-bothered’ impression and folded arms can look unapproachable.

7. What does this employee’s body language tell us?
What impression do you gain about this employee?
What impression do you gain about this organisation?
Why?

8. What does this employee’s body language tell us?
What impression do you gain about this employee?
What impression do you gain about this organisation?
Why?

9. Polite and courteous at all times Awareness of tone Clarity
Verbal communication
Polite and courteous at all times
Awareness of tone
Clarity
Listen actively
Conversational.
Polite and courteous at all times – Use the visitor’s name and announce them correctly when notifying the person they are visiting.
Awareness of tone – Tone conveys how you feel in spite of the words you are saying. Try saying, ‘Excuse me’ in different tones: it can be taken as meaning the exact opposite to the words!
Clarity – Be clear in your meaning; be succinct. This means only using the words necessary to convey understanding and not filling the air with unnecessary padding words such as ‘obviously’ (if something is obvious, there is no need to say so), ‘to be honest’ (why would you want to be anything else?), ‘literally’ (unless it is a fact: if he ‘literally walked out a second ago’ the visitor would have seen him), ‘like’ (if something was like something, how was it exactly? ‘He’ll be like 10 minutes’. Do you mean approximately?)
Listen actively – This means focusing on the speaker, making eye contact and using techniques such as summarising, clarifying and paraphrasing to ensure you have understood correctly.
Conversational ‒ General comments about eg the weather or traffic, can make a visitor feel at ease.

10. Adapt your communication
For example when dealing with
foreign visitors
people with visual or hearing impairments.
Speak clearly and slightly slower to those with language difficulties.
Look directly at those with hearing impairments in order that they can lip read.
Be aware that your voice will be a guide to your whereabouts to the visually impaired.

11. Attitude and behaviour
Greet the visitor
Meet their needs
Put aside personal issues
Give them your undivided attention
Keep them informed of your actions
Be aware – empathise.
Greet the visitor in a friendly and helpful way ‒ Use your organisation’s greeting if there is one.
Meet their needs – Generally, they will be to be treated politely and individually; specifically, you will need to find out what they want and put this in place as quickly as possible.
Put aside personal issues – Even if you have had a bad experience with a visitor previously, it is no good thinking, ‘Oh no, here comes Mrs X – she’s always trouble!’. Treat each visit as a fresh occasion. Equally, visitors are not interested in your personal circumstances or how you feel, so keep these to yourself.
Give them your undivided attention – Dealing with visitors is the principal role of a receptionist. Focus on the visitor – do not leave them halfway through to answer a phone or colleague’s query: they are your prime importance.
Keep them informed of your actions ‒ Let them know if there will be a wait and where facilities are.
Be aware, empathise – Put yourself in the visitor’s place, eg when they have mobility problems, they may not be able to move as quickly as you, may not be able to manage stairs or may need special access routes if wheelchair-bound.

12. Having the right attitude to the job no matter how you are feeling.
Professionalism
Having the right attitude to the job no matter how you are feeling.
Always presenting the right image.
Not allowing your own frustrations to spill out.
Having the right attitude to the job no matter how you are feeling – This is about having a ‘work image’ you step into the moment you start work. Personal worries, troubles and upset must all be locked away until home time.
Always presenting the right image – This requires concentration: it is all too easy to start talking informally to colleagues or laughing and joking with them in front of visitors. You will need to be constantly aware of your behaviour as you are likely to be on public view all of the time.
Not allowing your own frustrations to spill out ‒ You may be annoyed that there is no one in a department to receive an expected visitor because you will naturally feel embarrassed and may be at the brunt of the visitor’s irritation, but you will need to be tactful and not show that annoyance. It would not be professional to say ‘Typical! They are never there at this time – I expect they’re all at the coffee machine!’ Instead, apologise to your visitor that the person concerned has been unexpectedly called away (as this is probably the true reason if the visitor was expected) and that you will ensure they know their visitor has arrived.

13. Questions?