Business Studies - Junior Secondary 2 - The reception office
The reception office
The reception office
TERM: 1ST TERM
WEEK ONE
Class: Junior Secondary School 2
Age: 13 years
Duration: 40 minutes of 5 periods each
Date:
Subject: BUSINESS STUDIES
Topic: THE RECEPTION OFFICE
SPECIFIC OBJECTIVES: At the end of the lesson, pupils should be able to
I.) Describe the Reception Office
II.) Explain the Meaning of Receptionist
III.) State the Importance of a Receptionist
IV.) List the Qualities of Receptionist
V.) Outline the Duties of a Receptionist
VI.) State How to Treat Visitors
VII.) Explain Appropriate Office Dress Code
VIII.) Outline the Procedure for answering the Telephone
IX.) Identify Documents Handled by the Receptionist
INSTRUCTIONAL TECHNIQUES: Identification, explanation, questions and answers, demonstration, videos from source
INSTRUCTIONAL MATERIALS: Videos, loud speaker, textbook, pictures,
INSTRUCTIONAL PROCEDURES
PERIOD 1-2
|
PRESENTATION |
TEACHER’S ACTIVITY |
STUDENT’S ACTIVITY |
|
STEP 1 INTRODUCTION |
The teacher describe the Reception Office. Teacher explains the Meaning of Receptionist and state the Importance of a Receptionist |
Students listens attentively to the teacher |
|
STEP 2 EXPLANATION |
Teacher highlights the Qualities and duties of a Receptionist. Teacher explains how a receptionist should treat visitors |
Students exhibit attentiveness and active engagement |
|
STEP 3 EXPLANATION
|
Teacher explain Appropriate Office Dress Code and outline the Procedure for answering the Telephone |
Students exhibit attentiveness and active engagement |
|
STEP 4 NOTE TAKING |
The teacher writes a summarized note on the board |
The students copy the note in their books |
NOTE
THE RECEPTION OFFICE
The reception office is typically located at the entrance of an organization or building. It serves as the first point of contact for visitors and clients. The reception area usually includes a reception desk, seating for visitors, and sometimes informational displays or brochures about the organization.
Meaning of Receptionist
A receptionist is an administrative professional responsible for greeting visitors, answering inquiries, and directing them to appropriate individuals or departments within an organization. They often handle incoming calls, manage appointments, and perform clerical tasks.
Importance of a Receptionist
A receptionist plays a crucial role in any organization for several reasons:
I.) They create the first impression of the organization for visitors and clients.
II.) They ensure smooth entry and exit of visitors, maintaining security protocols.
III.) They handle incoming calls, emails, and messages, directing them to the right personnel.
III.) They assist in administrative tasks like scheduling appointments, managing calendars, and handling correspondence.
IV.) They provide assistance and support to visitors and clients, enhancing customer satisfaction.
Qualities of a Receptionist
- Professionalism: Maintaining a professional appearance and demeanor.
- Communication Skills: Clear and effective verbal and written communication.
- Customer Service Orientation: Being friendly, courteous, and patient with visitors.
- Organizational Skills: Ability to handle multiple tasks and manage time effectively.
- Reliability: Dependable in handling responsibilities and maintaining confidentiality.
- Problem-solving Ability: Resourceful in resolving visitor inquiries or issues.
- Adaptability: Ability to handle unexpected situations calmly and efficiently.
- Technical Skills: Proficiency in using office equipment and software (e.g., phone systems, computer applications).
Duties of a Receptionist
- Greeting visitors and directing them to the appropriate person or department.
- Answering and forwarding incoming calls and taking messages.
- Managing the reception area, including keeping it tidy and well-organized.
- Scheduling appointments and maintaining calendars.
- Handling correspondence, emails, and faxes.
- Assisting with administrative tasks such as filing, photocopying, and data entry.
- Providing information to visitors and clients about the organization's services or products.
- Maintaining security by following procedures and monitoring visitor access.
How to Treat Visitors
- Greet visitors warmly and professionally upon arrival.
- Offer assistance promptly and courteously.
- Listen actively to visitor inquiries or concerns.
- Provide clear and accurate information or direct them to someone who can assist.
- Respect visitor privacy and confidentiality.
- Ensure visitors are comfortable while waiting, offering them refreshments if appropriate.
- Thank them for their visit upon departure.
Appropriate Office Dress Code
- The dress code for receptionists often depends on the organization's culture and industry. However, general guidelines include:
- Dressing neatly and professionally.
- Wearing attire that reflects the company’s image and values.
- Avoiding overly casual clothing such as jeans, t-shirts, or revealing outfits.
- Paying attention to personal grooming and hygiene.
- Following any specific dress code policies set by the organization.
Procedure for Answering the Telephone
- Answer promptly and professionally with a greeting (e.g., "Good morning, [Company Name], this is [Your Name]. How may I help you?").
- Listen actively to the caller's request or inquiry.
- Speak clearly and politely, using a friendly tone.
- Take accurate messages if the person the caller is seeking is unavailable.
- Transfer calls to the appropriate person or department using the correct procedure.
- End the call courteously, confirming any actions or next steps if necessary.
Documents Handled by the Receptionist
Documents handled by receptionists may include:
- Visitor logs or sign-in sheets.
- Appointment schedules and calendars.
- Correspondence such as letters, faxes, and emails.
- Internal memos and notices.
- Invoices and receipts for visitors or clients.
- Company policies and forms for visitors or employees.
EVALUATION: 1. Who is a receptionist?
CLASSWORK: As in evaluation
CONCLUSION: The teacher commends the students positively