Workshop Set to Equip Civil Officers with Better Communication Skills

Front liners such as receptionists and telephone operators are not excluded in their organisations’ ratings for awards of excellence in providing their services.  The main factors that determine the service quality of an organisation are expertise, knowledge, efficiency and degree of commitment.

Speaking at the opening of an intensive workshop for receptionists and telephone operators in ministries and government departments, the Acting Director General of Public Service, Awang Haji Saifon said that in the world of ICT, the limit of customers’ expectations increases.  Therefore, as the front liners in an organization, receptionists and telephone operators need to improve their expertise and efficiency in communicating with the public, especially in giving the information they need. 

In this regard, the main characteristics of an excellent receptionist and telephonist include the use of proper language, good manners and courtesy.  Ideally, these qualities should be practiced by all, especially officers in the civil service. 

About eighty-three participants from the ministries and government departments throughout the country are attending the two-day workshop.  It is aimed at upgrading the efficiency of the receptionists and telephone operators to ensure that the public receives high quality service from them.  Four working papers will be presented at the workshop.