Meet and Welcome Visitors
Understand procedures for meeting and welcoming visitors
1.1) Describe different reasons for people visiting a business, their requirements and how their needs may be met. Different reasons why people visit businesses is to see if their requirements are met are by; managing their own performance in a business environment by improving your own performance, working in a business environment, communicating in a business environment.
The requirements you would need are; to solve business problems, organise and report data, prepare text from note, support the organisation of an event, meet and welcome visitors word processing software. Customers are people who buy products and services from other people (usually companies of one sort or another). What customers think, and feel about a company and/or its products is a key aspect of business success. Irrespective of whether a business’ customers are consumers or organizations, it is the job of marketers to understand the needs of their customers. In doing so they can develop goods or services which meet their needs more precisely than their competitors.
1.2) Explain the purpose of dealing with visitors promptly and courteously.
The reason to dealing with visitors promptly and courteously is to insure whilst working in reception you’re the first person people see when they enter the business. You’re a big part of the first impression they’ll have of the business. The first thing you can do in order to represent your organisation in a positive way is to be professional. The public will expect to see you dressed in a certain way; for example, if your organisation has a uniform you will need to be wearing it correctly at all times when representing your organisation in public. You will need to follow procedures on addressing people, distributing information, answering the telephone, etc.
Members will take notice and form judgments on the image you present. This includes taking notice of your attitude, appearance, facial expressions, the way you address people, tone of voice, courtesy toward others and your overall level of professionalism. People don’t want to spend their money with companies that they’re not confident can competently provide the products or services they are seeking. If you’re organized and professional, you increase the chances that your customers will see your company in a positive light, and they’ll be more likely to spend their money with you.
1.3) Explain the purpose of presenting a positive image of self and the organisation. The reason of presenting a positive image of your self and the organisation is because it is important to influence people in taking you seriously. This attracts the best workforce when employment opportunities arise in the organisation and the best clients when attracting business. All this translates into better returns and a higher profitability for the organisation.
You are expected to present a positive image of yourself and your organisation because you will be able to; listen to and absorb the information that others are giving you, ask questions, when necessary, provide information to other people clearly and accurately, contribute to and allow others to contribute to, discussions, select and read written information that contains the information you need, communicate well in writing, establish good working relationships with other people.
1.4) Explain the purpose of following health, safety and security procedures when dealing the visitors, including own responsibility. The reasons for following the health, safety and security when dealing with visitors, including your own responsibilities is to make sure equipment in the workplace is safely kept and maintained, also making sure fire exits remain accessible, which will reduce hazards in the workplace.
It sets out a lot of your responsibilities for your health and safety at work and the health and safety executive is responsible for enforcing health and safety at work.
The Data Protection Act 1998 is concerned with personal data which must be kept private. Expect staff/manager other people must not have access to confidential information about identifiable individuals held on computer or in certain structured manual filing systems.
1.5) Describe different types of problems that may occur with visitors
including, conflict and aggression.
The types of problems which may occur whilst dealing with problems caused by visitors can be tough, whether you’re working in a customer service position or receptionist, it’s important to know what can happen.
Different of problems which may occur are when he or she may shout, swear, or threaten you and the people around you due to various reasons such as their needs not being met.
Understanding problems related to aggressive visitors can help you formulate responses and actions that help to keep you safe. First of all, you should consider creating a barrier between you and the people who come in as a layer of protection between visitors and employees. If this isn’t feasible at your location, you should consider beefing up security so you will be protected in the event of an emergency.
1.6) Describe ways of dealing with different problems and when to refer them to an appropriate colleague.
Dealing with problems when referring to an appropriate colleague is to try and soothe the colleague through calm discussion that will address his or her concerns.
However, your first priority should always be a backup system that allows you to call for help when things spiral out of control. A button you can press to call for help, or a cell phone in your pocket can be helpful, try to program emergency numbers into your phone or security system well in advance of when they are actually needed.
Vocations where aggressive visitors are common include the health care field, education, government services, and police work. Schools, hospitals, and government offices see their fair share of angry and agitated visitors. In some cases, courses in self defence may provide you with important coping skills. Understanding how to defuse anger with a calm response can also be helpful. Explaining the reality of rules, wait times, regulations, and service restrictions may be of assistance. It’s important to avoid angry emotions of your own while dealing with an agitated visitor.
1.7) Explain the purpose of communicating with visitors.
The more visitors communicate with you, the easier it is for you to build a relationship with them. The purpose of communicating with visitors is so that it allows them to understand each other in different ways and for several reasons and connect, also so that the information is disseminated.
You would need to develop your communicative skills so that you can use it as a tool to help you understand and the visitor.
We also communicate with visitors to listen to each their problems, and solve the difficulties which they may be facing, it helps to find solutions, which will help you to would receive information and know more about them which will help you to know what their needs are so that it is met.
1.8) Describe organisation structures and communication channels within the organisation.
The organisation structural channels in an organisation are when you are communicating with several levels of channels, (does not include your colleagues). For example if the management furnishes information about how things are going, notifies the supervisor of what the problems are, and provides requests for clarification and help. Supervisors, in turn, keep their employees informed and render assistance. Supervisors continually facilitate the process of gaining necessary clarification and problem solving; both up and down the organization. Also, supervisors communicate with sources outside the organization, such as vendors and customers.
Communication channels within the organisation are structured fabric made up of the system of lines, or channels, which are interconnected. Organizational communication is really the flow of information through the networks.
Communication under the formal network is narrow, but it allows for flow of essential information. Moreover, it is easy to maintain, orderly in nature, supports the authority of the superiors and provides for closeness of contact thereby reducing channels of miscommunication. It has certain limitations, such as, bottlenecks in the flow, enhancing organizational distance, greater possibilities of transmission, errors, screening at various filter points, etc.