Do Receptionists and Low Self Esteem Go Together?

In my short but growing experience as a trainer I have come to see how unique we are as individuals and incredibly similar our thought patterns are.  In any given month I have the privilege of meeting fifty to sixty young ladies (and the occasional gentlemen) who are tasked with the immense responsibility of running the frontline office of various South African businesses!  These ladies are so full of life and ambition but have one common trait which is:  Low Self Esteem.

Here is an interesting experience from one of my delegates:

Thatho’s Story

On her first day as Receptionist/Switchboard operator at a big Johannesburg company, Thatho went through her job induction administered by her busy colleague.  Feeling confused and second-guessing herself she sensed irritation and at times rudeness from colleagues as she continued to ask more and more questions.  One thought raced in her mind all day “If they are this rude, how will I deal with the CEO whom they are all afraid of?”  That day was one hurdle after another and to make matters worse her boss said she was incompetent.  But worst of all her self esteem hit rock bottom

Thatho’s story is not isolated – these ladies have all sorts of challenges: angry bosses, constantly busy switchboards, uncooperative colleagues that they end up losing that flame inside which could propel them to greater heights.  The Peer Group’s one-day Frontline Excellence training infuses confidence in the delegate immediately but a longer-lasting turnaround involves the positive participation of the managers as well.  They should  play the role of internal coaches in the day to day role of the receptionist.

The first steps in changing your receptionist from good to great is to create a work environment where he/she can succeed.

If your receptionist attends a Training Course to give her world class skills  and improve her self-esteem and her managers positively support her role, then everyone wins. Imagine a receptionist who walks into work with this attitude:

“I am professional; I know what I am doing.  I am here to ensure that our clients’ first experience with our business (with me) is superb! I will also give great service to my colleagues”.

He/she would actually be smiling and loving what they are doing, all because of boosted self-esteem. People would feel energized and fabulous! Here is my take on how companies can develop a culture for boosting self-esteem:

• focus on solutions not problems;
• inspire your receptionist to achieve their best;
• open communication lines – make sure the receptionist is not “afraid” to speak to anyone in the company
• publicly assert the importance of the receptionist in the business and urge all staff to help him/her be more effective.

Better results are produced with less energy – it’s a win-win situation!

The cherry on top is our Frontline Excellence Workshop will equip your receptionist with practical skills to get her to the top.  Visit www.peergroup.co.za for more information on the course.