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Carlos needs training in reception skills. Carol is critical of his pronunciation and poor English, so she delegates the task to Alex who patiently teaches Carlos how to introduce himself, how to address and greet visitors, and ways to build rapport and make people feel comfortable. She is an encouraging coach and helps him understand his role.

Carol starts by criticizing the way Carlos had difficulties with names and titles. Alex explains to Carlos how to address people using either their title and last name or their first name, but not a combination of their title and first name.  Alex also explains to Carlos the differences between greeting people on the telephone and greeting them in person. Carol criticizes Carlos when he tries to deal with someone who is very angry, her criticism largely being about his pronunciation. Alex patiently teaches Carlos how to make people feel comfortable and is very encouraging while Carol continues to be critical of his abilities in a demeaning way.  Alex also helps Carlos better understand his role and what behavior is expected at the front desk.

  Key Learning Points

"An everyday greeting is usually taken for granted. Yet judgments are often made from those first words"

THE ART OF GREETINGS

Don’t assume greetings are easy
INSTEAD: See the benefit of coaching\

Don’t forget names and titles
INSTEAD: Greet people professionally

Don’t assume small talk is small value
INSTEAD: Develop the skills to build rapport

Don’t expect immediate perfection
INSTEAD: Celebrate each step forward

 

This is available as part of

Cutting Edge Communication Comedy Series - 80 lessons
Laugh and Learn with the latest comedy based training package
COMEDY MAKES LEARNING FUNThis comedy business series completed in 2016 was created by Psychologist Eve Ash and comedienne Erin Brown.  This series will shock, amaze and entertain you, while at the same time teaching some important lessons in human interaction, in a way you won’t forget! 30 new title... read more
Topics
Communication Skills
English Language Learning
Service / Sales
Training / Learning
Year of Release
2012
Video Running Time (minutes)
7:00
Course ID
CEC20

Handouts

Description
Leaders Guide
PowerPoint Slides

Only preview versions of handouts can be viewed without a license.