Reception Training

4th of June 2013 19h30

Why?  

Agenda  •  Why  Recep)on?  •  Stages  of  Recep)on  –  Before  Arrival  – On  Arrival  –  1ST  week  of  the  Internship  – During  the  internship  –  End  of  the  Internship  

•  Resources  Available  •  Your  Role  •  MC  Role  •  Wrap-­‐up  

What  is  Recep2on?  

Recep2on  –  Before  Arrival  

Recep2on  –  Before  Arrival  

•  Set  Expecta2ons:  Job  Descrip)on,  Country,  etc.  •  Send  Informa2on  Booklets    •  Ask  them  to  bring  tradi2onal  things  •  Prepare  a  Recep2on  Welcoming  Package  •  Allocate  Buddies  to  the  trainees  •  Add  trainees  to  Facebook  groups  (trainees  /LC)  

Ø What  have  you  already  done?  Ø What  are  your  key  next  steps?  

Recep2on  –  On  Arrival  

Recep2on  –  On  Arrival  •  Pick  them  up  at  the  airport  /  bus  or  train  sta)on  

•  Take  the  interns  home  and  give  them  the  Recep)on  Welcoming  Package  

•  Guarantee  the  interns  have  food  or  know  where  to  buy  it  

•  Explain  what  will  happen  next:  showing  around,  going  to  work,  etc.  

Ø What  are  the  logis)cs  you  need  to  have  in  place?  

Recep2on  –  1st  Week  

Show  them  around  J  

Recep2on  –  1st  Week  

Global  Village  

Welcome  Dinner!  

Recep2on  –  1st  Week  •  Guarantee   the   trainee   is   confortable   –   JDs   /environment  

•  Accompany  the  trainees  at  their  1st  day  at  work  •  Walk  the  trainee  around:  supermarkets,  etc.    •  If  needed,  help  them  open  a  bank  account  •  This  is  the  crucial  week  to  make  the  trainees  feel  confortable  in  their  new  environment  

•  Make  a  recep)on  dinner  with  your  LC  and  show  the  trainees  some  tradi)onal  Norwegian  food  

•  Allow  the  trainee  to  show  their  culture  Ø What  are  the  logis)cs  you  need  to  

have  in  place?  

Recep2on  –  During  the  internship  

Organize  Recep2on  Ac2vi2es    

Recep2on  –  During  the  internship  

•  Organize  Recep)on  Ac)vi)es  •  Have  frequent  contact  with  the  trainees  •  Facilitate   feedback   thought   their   experience  (to   AIESEC   and   their   rela)onship   with   their  organiza)on,  so  that  we  can  mediate  it)  

•  Set   priori)es   clear   with   the   trainees   –   work  must  be  their  #1  priority  

•  Follow-­‐up  Ø  What  are  the  ac)vi)es  you  

planned?  When?  

Recep2on  –  end  of  the  internship  

Recep2on  –  end  of  the  internship  

•  Organize  an  LC  ac)vity/  goodbye  party  •  Make  sure  they  know  how  to  get  to  the  airport/bus/train  sta)on  

•  Have  a  goodbye  package  prepared  (something  for  them  to  remember  their  )me  in  Norway)  

•  Ask  for  their  feedback  and  connect  their  tes)monials  –  showcase  impact  

Ø What  are  the  logis)cs  you  need  to  have  in  place?  

Recep2on  –  Key  things  •  Treat  others  as  you  would  like  to  be  treated  yourself  

•  Expecta2ons  are  99%  of  recep)on  and  the  likelihood  that  the  intern  will  be  a  promoter  

•  Support  the  trainee  •  Evaluate  the  experience  the  trainee  is  having  –  beginning,  middle,  end  

Resources  Available  

•  Recep)on  Wiki  -­‐  h]p://bit.ly/10I4VlO    •  Recep)on  Package  •  Recep)on  Movie  •  Na)onal  Facebook  Group  

Recep2on  WIKI  

LC  Role  

•  Guarantee  a  great  internship  •  Provide  interns  with  a  suppor)ve  plaaorm  •  Follow-­‐up  during  their  experience  •  Care  •  Deliver  on  the  promise  

MC  Role  

•  Guarantee  compliance  towards  the  Interna)onal  Exchange  Policies  

•  Consultancy  towards  LCs  in  quality  cases  •  Track  Net  Promoter  Score  and  customer  feedback  

•  Keep  LCs  accountable  for  a  great  delivery  •  Provide  suppor)ve  infra-­‐structures:  wiki,  etc.  

Customer  Experience  

• What  are  your  expecta)ons  towards  your  project?  

• What  do  you  want  your  trainees  to  say  once  the  project  is  over?  

Ques2ons?  

Thank  you!!  J