Meet and Welcome Visitors - Dealing

Meet and Welcome Visitors - Dealing with Problems and Purpose of Communication
Updated on March 29, 2015
Source: stthomasrichmond.org

Various problems occur in business environments where there are frequent visits from visitors. Visitors could be from various backgrounds and they could be there for various reasons, which means they could be in different frames of mind depending on the issue that they have come there for. In order to handle clients from various backgrounds and with different issues, one should be capable of handling those initial queries, or the least sign post them to the right department. Communication plays a very important role hence one should be able to communicate with clients from any background.

This is the second part to the Unit "Meet and Welcome visitors." This is a level 2 unit with a total credit of 3.

For the first part to this unit, please follow the link below.

Meet and Welcome Visitors - Procedures, Purpose and Responsibilities

1.5 Describe different types of problems that may occur with visitors including, conflict and aggression

In a business environment, one can expect visitors from diverse backgrounds, with different behaviours and with different needs and expectations.

Some of the types of problems that may occur with visitors are:

Depending on the reason for visit and based on various behaviours and characteristics you may come across different problems related to the visitors’ behaviour or reaction to a particular issue.
Even before the visitor entered the building, they could have had problems with parking and this can make the visitor frustrated or angry.
Some visitors may get frustrated if they had difficulty in finding the location and this could have been due to many reasons, one of which could be miscommunication.

Problems due to lack of facilities like seating, toileting and rest room, drinking water, canteen, queues at reception, long waiting times, no staff to signpost or advice at reception and so on. This can make the visitor frustrated and sometimes aggressive.
Problems can occur because the purpose of visit was hindered due to unavailability of the concerned staff or delay in processes making the visitor upset or angry.
Conflicts may sometimes arise as a result of arguments and the visitor/s may become aggressive and abusive
Due to any of the above reasons, the visitor/s may become aggressive and shout, swear, threaten and sometimes even get involved in violence.

1.6 Describe ways of dealing with different problems and when to refer them to an appropriate colleague

Problems that occur with visitors in a business environment can at some instances be avoided with some precautionary measures put in place and by closely following the organisations’ policies and procedures. However, there are times when problems occur despite all the preventive measures and these have to be dealt with in a very sensitive and constructive way so that no parties are affected.
Source: permanentlifechanges.com

A few preventive measures that can be taken are:

It is always very important to create some sort of barrier between you and visitors to keep yourself safe; for example a glass barrier or something similar to that
Have a panic alarm or security personnel in case of emergency or a phone/mobile to call for help.
Be ready to respond to aggressive customers keeping the calm and also some knowledge of self-defence

Aggressive and angry visitors are more common in business places that deal with health care, local authority and governmental services, schools, colleges, universities and other educational institutions, police, etc.

Some of the different ways in which problems with visitors can be dealt with are:

When there is a problematic situation, first of all apologise to the visitor, whatever the problem is; whether it is reasonable or not, whether the visitor is right or wrong.
It is best to stay calm and try to resolve the problem. Thank them for letting you know about the problem.
Respond very calmly, maintain eye contact and have patience in listening and understanding the visitors’ problem (avoid anger and frustration by all means). Tell the visitor that you understand that they are upset and if needed ask what you can do to solve the problems. Empathise with them and offer a cup of tea or coffee if that is possible to calm them down. Do not take it personal.
Take responsibility for the problem and deal with it immediately.

Certain problems can be dealt with by mentioning the rules and regulations, policies and procedures, service criteria and eligibility, etc. along with leaflets if any available, so that the visitor knows what exactly is the right thing.
Be very assertive, show no signs of fear and be very polite.
Give them the best service possible and make them feel good and this will make them want to come back again for business.
Always put yourself in their shoes and think of how you wish to be treated in this situation; treat the visitor the same way you wish yourself to be treated.

"A soft answer turns away wrath, but a harsh word stirs up anger."

Greet a Visitor

When to refer them to an appropriate colleague?

When you have tried every means to work out a solution to the visitors’ problem and if you feel that there is something that has to be done beyond your capabilities / capacities / administrative rights, then it is best to refer them to a manager or another colleague who has better knowledge and experience of the problem.
Some incidents can affect you emotionally and if that is the case, it is best to handover the situation to another colleague who will be able to deal with the situation or get help from the manager.

There may be situations where a visitor’s request may not comply with organisations’ terms and conditions or policies and procedures and these have to be taken to another appropriate colleague mostly higher management.
There may sometimes be serious problems that will need involvement of security personnel or the police and in that case, triggering the panic alarm or calling the police is the best option to avoid any risks. Always have a phone or mobile handy as you never know when a difficult situation will arise.

1.7 Explain the purpose of communicating with visitors

Communication is a process where ideas, opinions, facts and emotions are exchanged between two or more people. Visitors who visit a business environment will have their first point of contact at the greeting area which is usually the reception. So being at reception one has to have good communication skills and has to communicate with the customers in appropriate ways.
How To Have Better Communication Skills

The purpose of communicating with visitors are:

You represent the organisation and any impression that you create with the client will have a lasting effect on the organisation as a whole. So presenting yourself professionally and communicating professionally with the client is very important.
Communication helps you to better understand the needs and purpose of visit of the visitor and for the visitor to gain information that they require. It also helps with mutual understanding.
Good communication attracts more visitors and retains the existing candidates also and this helps your business grow.
Communication leaves the visitor with a satisfaction and trust that the organisation truly cares

1.8 Describe organisation structures and communication channels within the organisation

All organisations have their own structures and this is based on the businesses or services they provide. In order for an organisation or business to perform its tasks, meet its aims, objectives and to achieve its goals, it has to be structured according to either the way it functions or according to the services they provide, products they deliver or according to the regional location of the business.
Source: web-books.com

Organisation structure according to its functions - In this case the organisation may have several areas of functionalities like health and housing, health services, adult services, children services, finance departments, customer services, Human resources, Information Assets, Training department, Legal services, Welfare rights services, business support units, transport services, tax department and so on. This type of organisation will be structured based on the different functions they perform. Each department will have an organisation chart or structure, some of which may be interlinked and all these structures will finally link together to form the organisational structure.

Organisation structure according to the services / products they deliver – Some organisations for example retail companies will have different departments for each product or service that they deliver. For example, a DIY warehouse will have various departments like Building, hardware, showroom, gardening, electrical, decoration departments and so on. Overseeing all these departments will be the back office services like, telephony department, ordering and deliveries team, human resources team etc. Each department will have a small team and all these teams will be structured and linked to the operations and service managers who will then be linked to the General Manager.

Organisation structure according to the regional / location function – Some organisations or businesses are structured in a way that a particular service or product that they deliver is provided in a particular region or division. For example consultants, solicitors, real estate agencies, property agents, oil companies etc. may have a local office or a national office or an international office. The business may be structured in a way that the head office is located in a particular place in the country or internationally and the regional offices in a few major cities and then the sub divisions scattered