A training program in communication skills for receptionists

Abstract

As integral members of the mental health or human service team, receptionists and secretaries can do a great deal to facilitate the helping process. This paper evaluates a training program designed to increase the communication skills of receptionists and secretaries. Participants in the full‐day workshop gave the training experience high ratings, demonstrated significantly higher levels of communication skills than a comparison group, and reported using the skills in their actual work settings.