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From Good to Great for Tribal Receptionists

Date: May 23 - 24, 2019
Location:   Las Vegas, NV
Hotel: Tropicana Las Vegas (3801 Las Vegas Blvd. South)
  For a room rate of $59, please call 702-739-2222 by April 19, 2019 and mention you're with the Falmouth Institute. Please click here to make your reservation online.
Tuition:   $874

As a tribal receptionist, you’re the face of your organization — the first person people see when they walk in the office, the first voice they hear when they call and the one who ensures office operations are running smoothly. The exceptional receptionist makes juggling multiple tasks look effortless and easily communicates with all kinds of people. Take your career to the next level by learning simple but effective techniques for greeting customers, projecting a professional image, maintaining a welcoming reception area, and coming across as authoritative, empathetic, and action-oriented on the phone.

We’ll review the essentials of records management, discuss best practices for ordering and organizing supplies, and provide tips and tricks for preparing meeting rooms. You’ll also learn advanced skills such as using flow charts to improve your office processes. This class will provide you with strategies to take ownership of your own success as a tribal receptionist. Register today!

T O P I C S   I N C L U D E
Maintaining the Reception Area
  • Creating a welcoming reception area
  • Maintaining your desk space
  • Simple touches that make a big difference
  • Safety and security issues
  • Confidentiality
Greeting the Customer
  • Projecting a professional image
  • What does the customer expect?
  • Dos and don'ts
  • Projecting a positive attitude
  • Body language
  • Tone of voice
  • Communicating instructions and providing information to customers
  • Handling multiple customers at the same time
Telephone Etiquette
  • Putting your caller on hold
  • Transferring the caller
  • Screening phone calls
  • Handling hostile callers
Streamlining Office Operations
  • Flow charting to improve office processes
Managing Records
  • What is records management?
  • Federal laws
  • Identifying your tribe's records retention philosophy
  • Protecting confidentiality
  • Filing documents
Purchasing Procedures and Inventory Management
  • Ordering and organizing supplies
  • Purchasing policies
  • Purchasing process
  • Following federal and tribal guidelines
  • Strategies for minimizing vendor-related problems
  • Inventory management best practices
Booking Travel
  • Understanding the travel agenda
  • Pros and cons of using a travel agent
  • Websites and apps
  • Booking flights and hotels
  • Determining the best ground transportation for the destination
  • Understanding your organization's travel policies
  • Family-friendly travel policies under OMB's Uniform Guidance (2 CFR 200)
  • Travel scenarios
Preparing Meeting Rooms
  • Meeting room checklist
  • Selecting the right type of seating arrangement
Stress Management
  • Handling multiple priorities
  • 4 pillars of emotional intelligence
  • Multi-dimensional self-care model
Handling Conflict, Office Politics and Difficult People
  • Cooperative communication skills
  • Steps to keep office politics from spreading
  • Assertive communication techniques

*Topics subject to change.

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