Public Relations

Communication Skills for Front-Office Staff

Front-office staff are often the first impression of an organisation. This course develops communication skills for reception and front-desk roles: professional greeting, telephone etiquette, active listening, handling difficult visitors, written communication, confidentiality and representing the organisation’s image.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

First impressions shape how visitors and callers see the whole organisation. You will learn to make them positive every time.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Role plays, telephone practice, scenario exercises and feedback sessions.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Greet visitors professionally
Apply telephone etiquette
Listen actively and respond clearly
Handle difficult visitors calmly
Write professional emails and messages
Protect confidentiality and organisational image

Target audience

Who should attend.

This course is suitable for:

Receptionists and front-desk staff
Administrative assistants
Customer service officers
Office coordinators
Public relations assistants

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Professional greeting
Telephone skills
Active listening
Conflict handling
Professional writing

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1First Impressions

09:00–10:08Image and appearance
10:08–11:00Greeting
11:00–11:30Coffee break
11:30–11:45Greeting (continued)
11:45–12:53Reception area
12:53–14:00Exercise

Day 2Telephone

09:00–10:08Answering calls
10:08–11:00Transfers and messages
11:00–11:30Coffee break
11:30–11:45Transfers and messages (continued)
11:45–12:53Tone
12:53–14:00Practice

Day 3Listening and Clarity

09:00–10:08Active listening
10:08–11:00Questioning
11:00–11:30Coffee break
11:30–11:45Questioning (continued)
11:45–12:53Clear answers
12:53–14:00Role play

Day 4Difficult Visitors

09:00–10:08Staying calm
10:08–11:00De-escalation
11:00–11:30Coffee break
11:30–11:45De-escalation (continued)
11:45–12:53Escalation
12:53–14:00Role play

Day 5Writing and Confidentiality

09:00–10:08Emails
10:08–11:00Messages
11:00–11:30Coffee break
11:30–11:45Messages (continued)
11:45–12:53Confidentiality
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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