智慧前臺（行政助理）實戰(zhàn)寶典其它上課時間：

• 2018-4-12至2018-4-12 上海

• 2018-5-24至2018-5-24 深圳

• 2018-6-15至2018-6-15 北京

• 2018-7-12至2018-7-12 上海

• 2018-9-13至2018-9-13 北京

對此感興趣的對象

培訓(xùn)議程/Agenda

08:30-08:55 簽到 Register 12:00-13:00 午餐 Luncheon

09:00-10:30 培訓(xùn) Training 13:00-15:30 培訓(xùn) Training

10:30-10:40 茶歇 Coffee Break 15:30-15:45 茶歇 Coffee Break

10:40-12:00 培訓(xùn) Training 15:45-17:00 結(jié)束Training end

概述/Overview

公司的門面，自我的氣質(zhì)提升!

通過講師演繹、自我測試、案例分析、視頻觀摩、互動練習(xí)、模擬游戲、小組討論等教學(xué)方法，學(xué)會前臺接待的禮儀，提升個人分析問題解決問題的能力

課程背景：

商務(wù)活動中，無論客戶通過電話或拜訪，通常前臺員工是第一個接待人員，可謂公司的第一張名片。前臺員工的言行舉止和工作表現(xiàn)，直接關(guān)系或影響著公司的整體形象，乃至運營質(zhì)量。大多數(shù)公司的前臺員工接觸信息量很大，承擔(dān)著對信息的接收、歸納分解以及處理，使其在公司運行鏈中同樣居于重要地位�！吨腔矍芭_實戰(zhàn)寶典》意在協(xié)助其完成本職工作，掌握前臺接待禮儀，提升個人分析解決問題的能力，短時間獲得快速成長。

Background：

The first reception staff is the receptionist in business activities when customers call in or pay a visit, it means that the receptionist is the first impression of your company. The receptionist's demeanor and performance is directly related to the company image and even operation quality. Most companies' receptionist contact a lot of information everyday which make them bear the responsibility of receiving, generalizing, classifying and  handling information. So they take an important position in company. "Wisdom Bible of Excellent Receptionist" intends to assist the receptionist to accomplish their work, help them master the reception etiquette and enhance the skills to analyze and solve problems, let the receptionist make a great progress in a short time.

課程目的：

1.規(guī)范前臺員工的職業(yè)形象

2.充分發(fā)揮前臺接待的窗口展示作用

3.維護良好的公司形象

Objective：

1.Standard the professional image of receptionist

2.Give full play of receptionist's window display effect

3.Maintain a good image of company

課程特色：

簡單、易學(xué)、實用。通過講師演繹、自我測試、案例分析、視頻觀摩、互動練習(xí)、模擬游戲、小組討論等教學(xué)方法，突出自我練習(xí)及親身體驗的重要性！

Characteristic：

Simple, easy and practical. Lecturers deduction, self-test, case studies, watch video, interactive exercises, simulation games, group discussions and other teaching methods. Highlighting the importance of experience and exercise by yourselves.！

活動綱要/Outline

前臺工作的重要性（9:00-9:50）

前臺工作職責(zé)

對企業(yè)的作用

對個人的意義

自畫像：自我認(rèn)知

The Importance of the Receptionist (9: 00-9: 50)

Duties of receptionist

Effects to company

Significance to individual

Self-Portrait: Self-awareness

前臺員工的職業(yè)化要求（9:50-10:30）

應(yīng)擁有的職業(yè)技能

態(tài)度影響行為

為晉升做好準(zhǔn)備

討論分享：依據(jù)崗位說明書，清晰崗位職責(zé)

Professional Requirements for Receptionist（9:50-10:30）

The professional skills that a receptionist should have

Attitudes influence behavior

Prepare for the promotion

Discussion and Share: According to the job description and clear job responsibilities

專業(yè)的儀表（10:45-12:00）

職業(yè)形象的影響力

決定第一印象的因素

個人儀容、儀態(tài)、儀表之關(guān)系

職業(yè)化視覺形象：端莊、整潔的外表

發(fā)型、臉部修飾及妝面要求

口氣、體味、手部修飾要求

站姿、坐姿、行姿、蹲姿、綜合肢體語言的魅力

哪些服飾不宜出現(xiàn)在職業(yè)場合

Professional Appearance (10: 45-12: 00)

The influence of professional image

Determinants of first impression

The relationship among appearance, manners and grooming

Professional visual image: dignified and neat appearance

The requirements of hair, makeup and facial modification

The requirements of mouth odor, smell and hand modified

Charm of standing, sitting, row posture, squatting and integrated body language

Which dress should not appear in a professional environment 電話規(guī)范應(yīng)用（14:00-15:15）

接聽、撥打電話流程

電話記錄的5W1H

電話轉(zhuǎn)接禮儀

非常規(guī)電話應(yīng)對技巧

手機短消息應(yīng)用禮儀

互動練習(xí)：魅力聲音訓(xùn)練

Phone Application Standard (14: 00-15: 15)

The process of answering and call

5W1H in phone call

Etiquette of Call Forwarding

The skills to handle the irregular phone call

Application Etiquette of Short Message

Interaction Exercise: Glamour Sound Training

成為受歡迎的職場人（15:30-17:00）

辦公場合(環(huán)境)禮儀

維護前臺區(qū)域整潔應(yīng)注意的細(xì)節(jié)

溝通禮儀及規(guī)范

接受他人贊美贊揚時

與客戶溝通清晰原則

與上級溝通禮貌需知

與平級溝通注意事項

會務(wù)組織接待規(guī)范

會前準(zhǔn)備

會中服務(wù)

會議結(jié)束

建立前臺工作流程

區(qū)分、登記、記錄、通知、發(fā)送、整理、歸類

例如：發(fā)放辦公用品、規(guī)范會議室使用

討論分享：如何協(xié)同組織跨部門經(jīng)理的“年會預(yù)備會議”

Become A Popular Businessman（15:30-17:00）

Etiquette in workplace

The details should be paid attention of maintaining the reception area tidy

Communication Etiquette and Standard

Etiquette of receiving praise and compliments

Principles should be clearly known when you communicate with customers

Etiquette of communicating with your superiors

Precautions of communicating with your peers

講師介紹/Lecturer

卜老師 Jenny Bu

培訓(xùn)資質(zhì)

五大培訓(xùn)咨詢機構(gòu)簽約培訓(xùn)師

CIPT注冊國際職業(yè)培訓(xùn)師

性格色彩密碼（FPA）授證講師

西蔓色彩授證培訓(xùn)師

Training Qualifications

Contract Lecturer in Five Major Training Institutions

CIPT International Certified Professional Trainers

Four-colors Personality Analysis(FPA) Authorized Lecturer

Ximan color Authorized Trainer

職業(yè)經(jīng)驗

曾任8年某知名跨國媒體公司培訓(xùn)部經(jīng)理

超過10年培訓(xùn)經(jīng)驗

19年外企中高層管理經(jīng)驗

12年銷售管理經(jīng)驗

10年個人形象管理顧問經(jīng)驗

Professional Experience

8 years' experience of training manager in a well-known multinational media company

More than 10 years training experience

19 years' experience of management in foreign company

12 years' experience of sales management

10 years' experience of personal image management consultant

培訓(xùn)風(fēng)格

Jenny對每個人充滿著熱情、真摯和細(xì)膩的關(guān)懷，最擅長的就是與人溝通并有著完美的技巧。近20年外企的工作經(jīng)歷、12年銷售管理經(jīng)驗以及數(shù)百場培訓(xùn)演講的歷練，使得Jenny在培訓(xùn)中潛移默化地運用自己的經(jīng)驗和見解，讓學(xué)員在快樂中學(xué)習(xí)、在反思中成長。2004年至今，Jenny用了10我年時間，全面系統(tǒng)地研究關(guān)于“色彩”分別表現(xiàn)在人們Inside & Outside的奇妙關(guān)系，不但讓學(xué)員在外在形象上更注重傳遞職業(yè)感，更讓學(xué)員能夠快速掌握處理或解決人際關(guān)系中的困惑與沖突的技能。

Training Style

Jenny is full of enthusiasm, sincere and delicate concern for everyone, and she has a perfect communication skills. Nearly 20 years' experience in foreign company, 12 years' experience of sales management and hundreds of training lectures which make Jenny use her experiences and insights imperceptibly. So that students can learn in a happy and reflection environment. Since 2004, Jenny spent 10 years to comprehensively and systematically study the wonderful relationship which "color" showed in people's Inside & Outside. Not only make students more professional in external image, and also make students master the skills to deal with confusion and conflict in interpersonal relations.

擅長課程

職業(yè)化視覺形象管理、解“禮”說“儀”、商務(wù)溝通、壓力緩解及情緒管理、優(yōu)質(zhì)客戶服務(wù)、時間管理、優(yōu)秀前臺的智慧寶典、秘書助理基礎(chǔ)職業(yè)化實務(wù)技能、有效演講呈現(xiàn)技巧、性格色彩密碼、魅力女性五項修煉等。

Specialized Course

Professional Visual Image Management, Explanation of Etiquette, Business Communication, Stress Relief and Emotional Management, Quality Customer Service, Time Management, Excellent Reception of Wisdom Collection, Assistant Secretary of the Foundation of Professional Practice Skills, Effective Presentation Skills, Character color Code, Five code of charming women etc.