{
  "title": "Customer reception: clear instructions for whom?",
  "url": "https://www.shr.swiss/blog/accueil-client-sion-consigne-claire-pour-un-non-specialiste-en",
  "language": "en",
  "datePublished": "2024-12-16",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Instructions that seem obvious to staff may not be obvious to visitors. Research suggests checking understanding rather than inferring it from how clear an explanation sounds.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Sion",
    "region": "Valais",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Raymond S."
    },
    {
      "heading": "Expertise can obscure the novice's difficulty",
      "point": "Pamela J."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that all technical vocabulary should be removed and every explanation shortened."
    },
    {
      "heading": "What these data do not demonstrate",
      "point": "A review of knowledge estimation and experiments on novice performance do not demonstrate that a particular wording improves satisfaction at a reception desk in Sion."
    },
    {
      "heading": "A practical check in Sion",
      "point": "Within the “Accueil client” programme at SHR — Swiss Human Resources, one possible exercise is to select a frequently used wayfinding instruction in a Sion organisation that involves no immediate safety issue."
    }
  ],
  "sources": [
    {
      "authors": "Nickerson",
      "year": "1999",
      "source": "Psychological Bulletin"
    },
    {
      "authors": "Hinds",
      "year": "1999",
      "source": "Journal of Experimental Psychology: Applied"
    }
  ],
  "wordCount": 476,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Sion-accueil-client-sion-consigne-claire-pour-un-non-specialiste-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-sion-consigne-claire-pour-un-non-specialiste",
    "en": "https://www.shr.swiss/blog/accueil-client-sion-consigne-claire-pour-un-non-specialiste-en",
    "de": "https://www.shr.swiss/blog/accueil-client-sion-consigne-claire-pour-un-non-specialiste-de",
    "it": "https://www.shr.swiss/blog/accueil-client-sion-consigne-claire-pour-un-non-specialiste-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-sion",
    "city": "https://www.shr.swiss/formations-ville/sion",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}