Course Facilitator

Gul-E-Zehra Abbas is a certified corporate trainer from Dubai, UAE; An international trainer who has trained the employees of more than 12 different countries.

She has trained thousands of employees on Customer Service, Business English, Communication Skills, Creative Writing Skills, Interview and Presentation Skills, Team Building and Leadership, Office Procedures, Office Administrative Skills and Responsibilities, Interpersonal skills, Enhancing Analytical and Problem Solving Skills, Time and Stress Management, Productive Manager's Tool Kit, Learn English etc.

She worked as the Head of the Department of Trainings at UMT (TKS-a project of ILM). She has done B.A. Honors, M.A. in English Literature and M.A. in Linguistics. She holds a diploma in NLP (Neuro Linguistic Programming) anda certificate course in Business English and Presentation Skills from Institute of Business Administration (IBA). She is a certified corporate trainer from Omega Institute Dubai, U.A.E. and has done over hundreds of training sessions for the employees of national and multinational companies

Course Overview

The role of front desk operations and office administration in the modern organization is expanding. Apart from performing general duties, FDOs and Administrators are increasingly expected to undertake a wider range of other tasks to better support the organization. On front desk, just the first few minutes of interaction with a customer or visitor, the tone is set for the company. As a matter of fact, the modern FDO serves as a crucial central coordination point for the organization and their contacts with clients, suppliers and customers.

On top of front desk operations, the effective FDO recognizes that an on-going knowledge of the business and a pro-active approach to providing customer service to both the internal and external customers are crucial.

This workshop has been developed specifically to equip front desk officers and office administrative staff with all the essential skills to better manage the workloads and activity profiles that form the engine-room of efficient organizations.

Projecting a Proffetional & Efficient Image

  • Understanding the importance of front desk and administration as both the ‘face’ of the company and the crucial engine-room
  • Understanding how body language affects people's first impression of you
  • How to project a professional image
  • Personal efficiency, time and priority management
  • Understanding how and why it’s important to treat colleagues as internal customers
  • 7 things you can do to immediately put customers or co-workers at ease

Perfecting Your Telephone Skills

  • Recognizing the impact of the absence of body language when on the phone, and how to compensate for it
  • Conveying a positive image by using appropriate phone greetings that are warm and welcoming
  • How to put callers on hold politely and alternatives to keeping them on hold indefinitely
  • How to deal with aggressive callers with positive phrasing techniques
  • How to be assertive yet polite over the phone
  • Tips on how to take messages quickly and accurately over the phone

Communication Skills

  • What is effective communication?
  • Enunciation & clarity of speech
  • Listening Skills
  • Five deadly sins on non-listening
  • Active listening skills
  • Non-verbal communication
  • Body language
  • Tone of voice


Managing Visitors

  • How to receive visitors professionally- making visitors feel welcome
  • Managing visitors arriving and leaving the building
  • Keeping track of visitors
  • Providing information and advice to visitors and guests

Managing and Dealing with Challenging Personalities

  • How to deal with annoyed or angry customers/Visitors or co-workers
  • How to say ‘no’ without upsetting internal and external customers
  • Being assertive while handling challenging people with tact and diplomacy
  • Simple negotiation skills to get a win-win outcome for both parties

Essential Time and Productivity Management

  • Identifying the key aspects of time management that you personally may need to work on
  • Goal setting
  • Prioritization
  • Staying on task
  • Maximizing the outcomes from interactions with others
  • Interruption management
  • Procrastination
  • Setting your daily plan

Who Should Attend

  • Front Desk Officer
  • Office Administrator
  • Receptionist
  • Manager Administration
  • Learning & Development Manager
  • and those would like to improve front desk operation and office administration functions.

Registration Details

Participation Fee

Early Bird Discount Fee till July 08, 2019

Rs. 17,900/- per participant (Early Bird Discount is subject to Advance Payment) (Excluding WHT & PST for Lahore)

Final Fee:

Rs. 19,900/- per participant

Includes courseware, certificate, lunch, refreshment and business networking.

For Rejistration(s) Send us your Nomination(s) at

support@businesspartnerz.com m.zubair@businesspartnerz.com

For further informations please contact us at

Muhammad S. Zubair: +92 (335) 2809740

Office: +92- (021) 34320226 , 34320283

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