Provide Reception Services 1. Understand the purpose of reception services in a business environment. 1. 1 Explain the purpose of the receptionist role as the first point of contact between the public/client and an organisation. 1. 2 Explain the purpose of presenting a positive image of self and the organisation. 1. 3 Explain how to present a positive image of self and the organisation. 2. Understand the procedures to be followed when providing reception services. 2. 1 Describe the structure and lines of communication in an organization. . 2 Explain how the structure in an organisation affects lines of communication. 2. 3 Explain the purpose of entry, departure, security and confidentiality procedures, including own responsibilities. 2. 4 Explain how to carry out entry, departure, security and confidentiality procedures in a reception area. 2. 5 Explain the purpose of health and safety procedures when providing a reception service, including own responsibilities. 2. 6 Explain how to carry out health and safety procedures in a reception area. . 7 Describe the emergency procedures and your role within them. 2. 8 Describe the types of problems that may occur with visitors including, conflict and aggression. 2. 9 Explain ways of dealing with problems and when to refer them to an appropriate colleague. 3. Understand ways of improving reception services and developing own role. 3. 1 Explain the purpose of suggesting ideas for improving a reception area. 3. 2 Explain the purpose of carrying out additional duties, if applicable, and give examples.