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24小時(shí)服務(wù)熱線：020-31041068
24小時(shí)服務(wù)熱線：020-31041068
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
公司的門(mén)面，自我的氣質(zhì)提升!
通過(guò)講師演繹、自我測(cè)試、案例分析、視頻觀摩、互動(dòng)練習(xí)、模擬游戲、小組討論等教學(xué)方法，學(xué)會(huì)前臺(tái)接待的禮儀，提升個(gè)人分析問(wèn)題解決問(wèn)題的能力
商務(wù)活動(dòng)中，無(wú)論客戶通過(guò)電話或拜訪，通常前臺(tái)員工是第一個(gè)接待人員，可謂公司的第一張名片。前臺(tái)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(yùn)營(yíng)質(zhì)量。大多數(shù)公司的前臺(tái)員工接觸信息量很大，承擔(dān)著對(duì)信息的接收、歸納分解以及處理，使其在公司運(yùn)行鏈中同樣居于重要地位。《智慧前臺(tái)實(shí)戰(zhàn)寶典》意在協(xié)助其完成本職工作，掌握前臺(tái)接待禮儀，提升個(gè)人分析解決問(wèn)題的能力，短時(shí)間獲得快速成長(zhǎng)。
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.
1.規(guī)范前臺(tái)員工的職業(yè)形象
2.充分發(fā)揮前臺(tái)接待的窗口展示作用
3.維護(hù)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
簡(jiǎn)單、易學(xué)、實(shí)用。通過(guò)講師演繹、自我測(cè)試、案例分析、視頻觀摩、互動(dòng)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(yàn)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.！
前臺(tái)工作的重要性（9:00-9:50）
前臺(tái)工作職責(zé)
對(duì)企業(yè)的作用
對(duì)個(gè)人的意義
自畫(huà)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(tái)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(shuō)明書(shū)，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(zhuān)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(gè)人儀容、儀態(tài)、儀表之關(guān)系
職業(yè)化視覺(jué)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(yǔ)言的魅力
哪些服飾不宜出現(xiàn)在職業(yè)場(chǎng)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(tīng)、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(duì)技巧
手機(jī)短消息應(yīng)用禮儀
互動(dòng)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(chǎng)人（15:30-17:00）
辦公場(chǎng)合(環(huán)境)禮儀
維護(hù)前臺(tái)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(yáng)時(shí)
與客戶溝通清晰原則
與上級(jí)溝通禮貌需知
與平級(jí)溝通注意事項(xiàng)
會(huì)務(wù)組織接待規(guī)范
會(huì)前準(zhǔn)備
會(huì)中服務(wù)
會(huì)議結(jié)束
建立前臺(tái)工作流程
區(qū)分、登記、記錄、通知、發(fā)送、整理、歸類(lèi)
例如：發(fā)放辦公用品、規(guī)范會(huì)議室使用
討論分享：如何協(xié)同組織跨部門(mén)經(jīng)理的“年會(huì)預(yù)備會(huì)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
卜老師 Jenny Bu
培訓(xùn)資質(zhì)
五大培訓(xùn)咨詢(xún)機(jī)構(gòu)簽約培訓(xùn)師
CIPT注冊(cè)國(guó)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(yàn)
曾任8年某知名跨國(guó)媒體公司培訓(xùn)部經(jīng)理
超過(guò)10年培訓(xùn)經(jīng)驗(yàn)
19年外企中高層管理經(jīng)驗(yàn)
12年銷(xiāo)售管理經(jīng)驗(yàn)
10年個(gè)人形象管理顧問(wèn)經(jīng)驗(yàn)
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(duì)每個(gè)人充滿著熱情、真摯和細(xì)膩的關(guān)懷，最擅長(zhǎng)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(xiāo)售管理經(jīng)驗(yàn)以及數(shù)百場(chǎng)培訓(xùn)演講的歷練，使得Jenny在培訓(xùn)中潛移默化地運(yùn)用自己的經(jīng)驗(yàn)和見(jiàn)解，讓學(xué)員在快樂(lè)中學(xué)習(xí)、在反思中成長(zhǎng)。2004年至今，Jenny用了10我年時(shí)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(zhǎng)課程
職業(yè)化視覺(jué)形象管理、解“禮”說(shuō)“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(shí)間管理、優(yōu)秀前臺(tái)的智慧寶典、秘書(shū)助理基礎(chǔ)職業(yè)化實(shí)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(xiàng)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.
