Speech
Whether on the telephone or in direct conversation with a caller, the receptionist’s
voice is a vital part of good communication. It will be obvious at
the first word whether the receptionist is happy, tired, well content in
the role, or careless about the effect made by the spoken word.
The following pointers will help improve all oral communications:
- Clarity is the prime objective in oral communication – all messages, introductions
and explanations must be clearly understood.
- Although regional accents are attractive, any exaggerated accent which
over- emphasises certain sounds or allows others to be inaudible needs
to be modified
- If a guest has to ask for a repetition, then the receptionist’s speech
is unclear and must be improved.
- It is important that the voice is pitched fairly low – strident tones are
unwelcome – and that the receptionist does not speak too quickly.
- Care should be taken to speak each word separately so that words do not
run into others and become difficult to understand.
- Control breathing so that there is sufficient for each sentence, pause
between sentences as this adds effect and importance to the words and their
meaning.
- The receptionist needs to be able to converse with guests on a daily basis
and it is important to keep abreast of current events so that daily remarks
do not become stale.
- Reading a national daily newspaper can keep the receptionist up-to-date
and widen vocabulary to help make conversations more interesting.
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