{
  "title": "Client reception: is it safe to flag what is not working?",
  "url": "https://www.shr.swiss/blog/accueil-client-permettre-de-signaler-ce-qui-ne-fonctionne-pas-en",
  "language": "en",
  "datePublished": "2026-05-23",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Reception teams encounter difficulties that procedures do not always capture. They need to be able to raise them, and management needs to respond.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Geneva",
    "region": "Genève",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Amy Edmondson (1999, Administrative Science Quarterly) identifies an association between team psychological safety and learning behaviour."
    },
    {
      "heading": "Managerial openness is more than an invitation",
      "point": "James R."
    },
    {
      "heading": "The premature conclusion",
      "point": "It would be tempting to conclude that encouraging everyone to speak up is enough to improve [client reception](/formation/accueil-client/geneve)."
    },
    {
      "heading": "What the data and dashboards cannot tell us",
      "point": "These field studies are not randomised trials of reception training in the Geneva sectors concerned."
    },
    {
      "heading": "A practical check in Genève",
      "point": "As part of SHR’s “Accueil client” programme, a practical exercise in Geneva could involve testing a register of recurring difficulties for two weeks: access instructions in private banking, accreditation in international organisations, appointments in luxury watchmaking or visitor reception in commodity trading."
    }
  ],
  "sources": [
    {
      "authors": "Edmondson",
      "year": "1999",
      "source": "Administrative Science Quarterly"
    },
    {
      "authors": "Burris",
      "year": "2007",
      "source": "Academy of Management Journal"
    }
  ],
  "wordCount": 432,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-23-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-permettre-de-signaler-ce-qui-ne-fonctionne-pas",
    "en": "https://www.shr.swiss/blog/accueil-client-permettre-de-signaler-ce-qui-ne-fonctionne-pas-en",
    "de": "https://www.shr.swiss/blog/accueil-client-permettre-de-signaler-ce-qui-ne-fonctionne-pas-de",
    "it": "https://www.shr.swiss/blog/accueil-client-permettre-de-signaler-ce-qui-ne-fonctionne-pas-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/geneve",
    "city": "https://www.shr.swiss/formations-ville/geneve",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}