Module 2 · Suggested: Week 1

First impressions

Welcome each client and visitor right away, bringing warmth, respect, and care to the first few seconds.

Start

Picture first impressions in action.

Notice the words, choices, and next steps that make the standard visible.

Know

Keep the standard clear.

The arrival sequence

See. Welcome. Clarify. Own.

Show every person that you see them, welcome them, understand what they need, and own the next step.

See

Make eye contact and offer a genuine smile.

Welcome

Acknowledge the person right away.

Clarify

Listen fully and confirm the need.

Own

Give a clear next step and complete the handoff.

Equal respect. Individual care.

Adapt how you communicate, never the respect the person receives.

Decide

Choose the next move.

Three situations. Each answer gives immediate feedback.

0/3correct

01Two lines are ringing, and a visitor is waiting after you’ve already made eye contact. What’s the best next move?

AAsk the visitor for a moment, answer line one, and handle the caller’s full request before returning.BLet both lines go to voicemail and finish helping the visitor without another interruption.CAsk the visitor for a moment, screen line one briefly, request permission to hold, then return to the visitor.

02A visitor asks whether their host has a full-time office or only uses reception services. How should you respond?

AExplain that Office Edge offers several arrangements, then describe the one you believe the host uses.BSay you can’t discuss a client’s arrangement, then offer to contact the host and help with the visit.COffer a general tour so the visitor can understand the available office arrangements for themselves.

03A guest speaks limited English and seems unsure of your question. What is the best response?

ASlow down, use clear words, and pause so the guest has time to respond.BAsk a bilingual teammate to take over the conversation right away.CWrite the question down so the guest can read it instead of hearing it again.

0 of 3 decisions correct

Practice

Try it under pressure.

Call Lab · Live

First impressions

Practice greeting a visitor, clarifying the need, and owning the next step.

Open live practice

Commit

Plan the next real moment.

Take one step tomorrow

Write the moment you’ll use this.

We’ll save this plan in your browser and show it when you return.

Tomorrow, whenhappens, I will.

Complete both blanks before you finish the digital practice.

Print or email

Module completion card

In progress

Employee________________________________

Date________________________________

Decision practice: 0/3 correct
Tomorrow when…: Not written yet
I will…: Not written yet

Progress is saved in this browser only.

Email card

More ways to practiceAudio, song, lyrics, printable, infographic, and transcript

Preparing the audio guide…

Memory song

You Are Seen

3:09

Download song Download lyrics

Desk reference

Printable and infographic

The one-page card is also available in the Workbench.

Download printable View infographic

Based on Team Member Training Program, pages 10–17.