Help is at hand for the beleaguered receptionist! The receptionist is usually the first person a client meets when contacting an advice centre. As the public face of the organisation, the receptionist must be able to deal efficiently and fairly with everyone who seeks help from the advice service. Initial training for receptionists covers the principal skills required for reception work: active listening; body language; skills for dealing with clients who are distressed or angry; equal opportunities principles which govern access to advice services. However, there will be occasions when even an experienced receptionist needs to seek help, especially when high levels of need create increased demand for advice services.

The links below enable a receptionist – or anyone who has direct contact with members of the public – to refer quickly to expert guidance on matters such as dealing with difficult client situations, understanding clients’ needs; the skills needed to help clients. Each of the three main subject areas is divided into separate chapters, making it easy to find the information required. These guidance materials are designed to complement the training courses available for receptionists and to offer more detailed guidance on situations which all receptionists will encounter in the course of their work.