Project

Administration staff is crucial in determining clients’ interaction with a business. It is the work of administration staff to answer calls, provide clients with information regarding the business, and greet visitors. In order to evaluate the level of groups learn, this essay focuses of receptionists who represent the administration staff. In some companies, receptionists have extended tasks such as mail services and secretarial support. Therefore, receptionist training is important to provide proper experience for receptionists, while dealing with different customers. Various factors determine what skills to train receptionists.

Receptionists with a valuable position in a company require fundamental communication skills that are necessary to maintain the company’s reputation. Receptionists are key ambassadors in any corporation. Therefore, a positive client interaction with the receptionist encourages the client to proceed with the business transaction. A negative interaction with the customer may lead to the customer refusing the business transaction. Consequently, the receptionist’s appearance should be professional, friendly, and able to make the customer feel at ease. The overall presentation of the receptionist should reflect a positive image of the company (Weatherbee, 2015).

The receptionist should be knowledgeable about the company’s history and services available. Thus, receptionists should be able to create brochures, product information, and other aspects of the company’s literature that help clients understand the company’s operations. The company’s literature should also include the company’s branches in different states to provide the client with information regarding the firm’s operations and availability. It is also important to train the receptionist about employee etiquette and security protocols (Weatherbee, 2015). This enables the receptionist get a clear picture about the company’s operations. Moreover, it is important to train the receptionist about their job tasks. Different receptionists have different tasks based on the nature of their firm’s operations. For instance, a medical receptionist should confirm daily appointments after making cancellation changes or postponed appointments before beginning other daily activities. In such situations, receptionists can be trained on how to create reference sheets to summarize their regular tasks and responsibilities.

Instructional Design Strategy

Instructional design is crucial in identifying the right techniques for giving instructions on how to perform various tasks. Many information design-training services offered in the modern world are computer based. Technology has revolutionized communication for most large corporations. Technology has eased the procurement of reception tasks. It is important using technology to ensure that receptionists are swift and effective with their communication skills. The use of memos is an example on how technology has eased the passing of information in an organization.

Emergencies require swift response by receptionists. The instruction design method used by an organization should consider ways of improving the response to emergencies. Security protocols require timely response. This is necessary to reduce the level of inconveniences caused during emergencies. For instance, a medical receptionist should know how to handle a critically ill patient. These patients should receive quick intervention. On the other hand, the instruction design method used should focus on flexibility. Instructional design systems should be flexible to accommodate changes in the normal routine. For instance, medical receptionists should know how to handle changes in the daily schedule of doctors.

The instructional designs should be clear and precise to avoid any inconveniences. In a centralized system, instructions come from the top leaders to the subordinates. On the other hand, in a decentralized system instructions come from different leaders. The type of organizational structure is important in implementing the most effective instruction design system.

How to Assess Employees Learning Capabilities

In order to assess the learning capabilities of different employees, it is important to evaluate their attitude towards their tasks. The attitude of employees towards tasks assigned is vital in evaluating the learning capabilities of the employees in training. Hardworking employees show a positive attitude towards different tasks even when given tasks out of their profession. Innovation is another way of determining the learning capabilities of different employees during training. Trainers should give employees a chance to be innovative when solving problems. Employees who show great innovative abilities have greater learning capabilities during training.

Cognitive abilities of employees also determine their learning capabilities. Employees who are swift to perform instructions or correct situations have better learning capabilities. Further, employees who have high cognitive and problem solving abilities are suitable for leadership positions. In addition, the ability of an employee to interact with other employees portrays good qualities of teamwork. Employees who appear anti- social or have poor social skills have low learning capabilities because of low level of teamwork. The enthusiasm of workers towards duties assigned shows positive learning capabilities. This is because enthusiastic employees are able to achieve professional growth at a faster rate.

Training the administrative staff is important in understanding their personality and cognitive abilities. Administration staff training improves the efficiency in service delivery. This increases the level of planning and organization in a firm. Receptionists require professional training despite their academic qualifications to enable them learn the business culture. Employee training also reduces the chances of employees making mistakes or causing inconveniences during service delivery. Training helps employees learn how to deal with different situations and adapting to change.

References

Weatherbee, D. (2015, January). Pick 3--New, Existing and Temporary Employee Training. In ASSE Professional Development Conference and Exposition. American Society of Safety Engineers.