INSTITUTO DR.

LORENZO CERVANTES
I PERIOD-II SEMESTER
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LANGUAGE LABORATORY MRS. BENITEZ
12th GRADE SECTION 1AND 2

UNIT 1: FUNCTIONAL ENGLISH

English Greetings for Professional/Formal Situations
There are many situations in which we may need more formal or business professional language in English.
Some situations, we use more formal or professional language to show respect, to show the importance of a
situation or the person or to keep a professional tone. Use the example words and expressions below to
appropriate greet individuals or groups and start conversations.
Good morning / Good afternoon / Good Evening
This is the most common form of greeting in a formal situation and is appropriate to use anytime – with
colleagues, business clients, formal relationships, new neighbors, etc.
To be particularly respectful, you can also include the person’s last name, for example: “Good morning, Ms
Jones.” If you know someone well, you can also use the first name.
When you are greeting a group of people – for example at a meeting – you can also say something such as:
 Good morning, everyone. I hope you are doing well this morning.
Hello. How do you do?
This is used when meeting someone for the first time and is very formal. It may be used in a formal business
situation or a formal dinner party event.
Be careful. This is not really a “How are you?” question. It is really a simple greeting and has a similar meaning
to “Nice to meet you.
Nice to meet you. / Pleased to meet you.
You are probably already familiar with these expressions from your English studies as they are common in
many English books.
These expressions are best used in formal or business situations when you meet someone for the first time,
for example, A: “Good morning. How do you do? I’m Josef Rammas with X Company.” B: “Pleased to meet you
Mr. Rammas.”
How have you been doing? / How have you been?
This is a very simple, polite and appropriate question to use to start a conversation in a business or formal
situation. It is a respectful way to ask “How are you?” with someone you have not seen in a long time or
someone you do not see every day.
English Greetings for Informal Situations
With colleagues you know well, clients you have developed a relationship with or people who are
acquaintances of yours (not close friends or family, but people you are friendly with), it is appropriate to be a
little more relaxed with the language.
Example situations include:
 In the office with your team and colleagues
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 Meeting or a lunch with a regular client
 Networking events
 Trade show or job fair
 Conferences
 Greeting neighbors
 Seeing an acquaintance unexpectedly (for example, seeing someone you know at the grocery store or in a
restaurant)
It is often also very common to shake hands with someone when you greet them. This is common for business
contacts and acquaintances.
Hello / Hi / Hey
Hello and hi are very common and appropriate to use in more informal situations. Most of the time, people
include the person’s first name (English speakers tend to be more informal generally speaking).
 Hello, Susan.
 Hi, Lara.
Hey should be reserved for people you know well. This is the most informal of these 3 greetings but it is
definitely appropriate for people in your office you see every day and your close work colleagues.
How are you? / How are you doing? / How is it going?
Most of the time we follow “hello” or “hi” with one of these questions.
Careful! These questions should have very simple answers and should be focused on the positive or neutral.
You should not answer with a list of everything you did during the day nor should you provide a negative
answer.
Example answers include:
 Fine, thanks. And you?
 Great! You?
 Hi, Susan – good thanks. How about you?
 Doing well. And how have you been?
 Not bad. And you? How are you?
 Hello, Lara. How are you?
Yes, sometimes the answer is with the same question (remember – we have this same situation in Business
Professional greetings with How do you do?). This is often confusing the first time you hear it or experience it.
Remember – these questions can also be a greeting, not a real question. This is commonly used when passing
or walking by someone you know but you have no time to talk.
Good to see you. / It’s great to see you. / Nice to see you.
You can use these expressions when you have not seen someone in a long time or when you see someone
unexpectedly.
For example, meeting a client for a lunch, seeing a business contact at a meeting or seeing an acquaintance at
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the grocery store.
These expressions can be used:
 Immediately after saying hello or hi in the greeting. For example, Hello, Susan. It’s good to see you!
 As part of your closing, after you finish a short conversation. For example, Well, it was great to see you. I have
to get going. Have a good day. Goodbye.

Long-time, no see. / It’s been awhile. / When was the last time we saw each other?
These expressions are used when you have not seen someone for a long time. These are also great
expressions to use to start a little small talk. The question “When was the last time we saw each other?” is an
easy way to start a conversation about what has happened since you last saw each other.
How have you been? / How have things been going (since I last saw you)? / What have you been up to?
These questions are often used after an expression such as, “Long-time, no see” or “It’s been awhile.”
These are similar to asking “How are you?” and are great ways to start some small talk. The questions invite
the person to say how they are doing or to share any new, interesting information they are comfortable
sharing. For example:
 Great thanks. Did you hear we are moving to California next month?
 Doing well. We’ve just returned from our summer vacation. And how about you?
 Nothing to complain about! The family is good and work is fine. Just the same old, same old. What about you?
English Greetings and Slang for Casual Situations
These greetings are very informal and should be used with people you know very well such as close friends,
family, long-time work colleagues or friends you have known for a very long time.
While you may use some of these greetings with English-speaking work colleagues you know well in an
everyday situation, these greetings would not be appropriate for a work meeting or to use in any official work
events.
Good example situations include:
 Colleagues you see every day and know well
 Friends and family
 At a bar or party
 Seeing an old friend
*It is very important to remember that slang is regional.
Slang greetings can change from country to country, region to region and even city to city. It is important to
learn which slang may be appropriate or understood in the region you are in or the people you are
communicating with.
For example, using: G’day is generally understood as an Australian greeting. It would sound strange to an
American if you used this greeting.
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The examples provided here are focused on American English. These are common to what you may hear in
American TV shows and movies or with your American colleagues and friends.
If you would like to have some examples of several British casual or slang greetings, here is an article from BBC
America called 5 Slang Ways to Say Hello.
And finally, if using these greetings in America, don’t be surprised if someone tries to hug you. While in formal
and informal business situations it is common to shake hands, in very casual and familial situations people
often hug each other.
Hi / Hey / Hey there / Hey man
These are all common ways of saying “hello” with friends and family.
“Hi” can be used to casually greet people you know well or if you are meeting someone for the first time at a
party, for example. However, “hey” is used with people you already know. “Hey” and “Hey there” are most
often used among younger people or with peers. While someone may use these greetings with their mother
or father, it is not common to use these with one’s grandparents for example.
“Hey man” is used among males and “hey dude” is a similar example. There is not an equivalent causal
greeting used only among women. Examples:
 Hi!
 Hey man
 Hey Steve
 Hey mom
 Hey there everyone
Yo
“Yo” is a very informal greeting and should only be used among friends. It is generally not a greeting to be
used with parents, teachers or your boss, even if you know them very well.
Howdy
“Howdy” is a regional greeting, which means it is only used in some areas of the United States, for example in
the southern region, some Midwestern regions and more rural regions. If you use this to greet a friend in New
York City, for example, it may sound very strange. A person may think you are speaking like a cowboy or a
farmer and, because it is not often used in cities, they may laugh a bit.
“Howdy” is believed to be a shortened form of “How do you do.”
How’s it going? / What’s going on? / How’s everything?
These can all be simple greetings or questions similar to “How are you?” Careful! Similar to the informal
situations above, the answer to these questions should usually be a simple answer.
Example answers include:
 Good, you?
 Fine, you?
 Not bad
 Hey! How’s it going?*
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 *Yes, again it is important to remember this can be a greeting, not a question. This is particularly true when
you are just passing by someone with no time to stop and talk.
Here is a possible sample dialogue:
 A: Hey Dawn, good to see you! How’s it going?
 B: Hey there! How’s it going?
What’s up? / What’s new?
This is a common, informal way of say “hi” and “how are you.” For “what’s up?” – in pronunciation and
informal spelling (for example in texting or an informal email between friends, you might hear/see: Sup /
Whassup / Whazzup Common answers include:
 Not much.
 Nothing.
 Hey, what’s up.
Here is an example dialogue:
A: Hey Mina, what’s up?
B: Oh, hey. Not much. How’s it going?

Long-time, no see. / It’s been ages! (since I’ve seen you.) / Where have you been hiding?
Similar to the informal situations above, you may use one of these expressions when you have not seen a
friend or family member for a very long time.
These expressions can be used as part of your greeting when you see someone unexpectedly, at a party, a
family gathering, etc. The question “where have you been hiding” invites conversation. It is a way of saying,
“How have you been?” Here is an example dialogue:
A: Hey! It’s good to see you! It’s been ages! Where have you been hiding?
B: Hi Sue, what’s up? I’ve just been busy, working a lot of long hours. What about you? How have you been?
A: Ah fine. Nothing new really.
TASK
 Write a conversation using formal and informal greetings (make a roll play).
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TELEPHONE VOCABULARY AND PHRASES

REASON USEFUL PHRASES

Making contact  Hello / Good morning / Good afternoon ...

 This is John Brown speaking
 Could I speak to ......... please?
 I'd like to speak to ..... .....
 I'm trying to contact ..........

Giving more  I'm calling from Tokyo / Paris / New York / Sydney ...
information  I'm calling on behalf of Mr. X ...

Taking a call  X speaking.

 Can I help you?

Asking for a name or  Who's calling please?

information  Who's speaking?
 Where are you calling from?
 Are you sure you have the right number / name?

Asking the caller  Hold the line please.

to wait  Could you hold on please?
 Just a moment please.

Connecting  Thank you for holding.

 The line's free now ... I'll put you through.
 I'll connect you now / I'm connecting you now.

Giving negative information  I'm afraid the line's engaged. Could you call back later?
 I'm afraid she's in a meeting at the moment.
 I'm sorry. He's out of the office today.
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 He/she isn't in at the moment.

 I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here
 I'm sorry.There's nobody here by that name.
 Sorry. I think you've dialled the wrong number.
 I'm afraid you've got the wrong number.

Telephone problems  The line is very bad ... Could you speak up please?
 Could you repeat that please?
 I'm afraid I can't hear you.
 Sorry. I didn't catch that. Could you say that again please?

Leaving or taking a message  Can I leave / take a message?

 Would you like to leave a message?
 Could you give him/her a message?
 Could you ask him/her to call me back?
 Could you tell him/her that I called?
 Could you give me your name please?
 Could you spell that please?
 What's your number please?
 Where can he/she reach you?
 When can he contact you?
 Could you make sure he/she gets my message please?

Telephone: language expert

Introduction
A lot of people find it difficult to make phone calls in a foreign language – and that's understandable. You can't
see the person you are talking to, their voice might be unclear, and you might find it difficult to find the right
words.
Multi-word verbs

One thing you can do to improve your telephone skills is to learn some of the multi-word verbs that are
commonly used in telephone conversations. Most of them are featured in this module. Hold on means 'wait' –
and hang on means 'wait' too. Be careful not to confuse hang on with hang up! Hang up means 'finish the call
by breaking the connection' – in other words: 'put the phone down.'

Another phrasal verb with the same meaning as hang up is ring off. The opposite of hang up / ring off is ring
up – if you ring somebody up, you make a phone call. And if you pick up the phone, (or pick the phone up)
you answer a call when the phone rings.
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"Hang on a second..."

If you are talking to a receptionist, secretary or switchboard operator, they may ask you to hang on while
they put you through – put through means to connect your call to another telephone. With this verb, the
object (you, me, him, her etc.) goes in the middle of the verb: put you through.

But if you can't get through to (contact on the phone) the person you want to talk to, you might be able to
leave a message asking them to call you back. Call back means to return a phone call – and if you use an
object (you, me, him, her etc.), it goes in the middle of the verb: call you back.

Level of formality

Another thing to think about when talking on the telephone is formality. It's important to use the right level of
formality – if you are too formal, people might find it difficult to feel comfortable when they talk to you. On
the other hand, if you are too informal, people might think you are rude!

Generally speaking, if you are talking to someone in a business context, you should
use could, can, may or would when you make a request: 'Could I speak to Jason Roberts, please?' 'Can I take
a message?' 'Would next Wednesday be okay?'. You should also use please and thank you or thanks very
much whenever you ask for, or receive, help or information.

It's important to show politeness by using words like would, could, please, thank
you etc. But it's also okay to use some of the features of informal/spoken English -
short forms, phrasal verbs and words like okay and bye - in other words - everyday
English! So phrases like I'm off to a conference..., no problem, bye! and hang on a
moment and I'll put you through are perfectly acceptable, as long as the overall
tone of the conversation is polite.

One last tip - it's better to ask for help or clarification when you're having a
telephone conversation, than to pretend you understand something that you
didn't. It's perfectly acceptable to use phrases like 'Could you repeat that, please?'
'Could you speak a little more slowly, please?' and 'would you mind spelling that
for me please?' Using phrases like these will help make sure that you have a
successful phone call, and may save you from lots of problems later on. You could
always say that the line's very bad today if you can't hear very well. And it's also a
good idea to practise words, phrases and vocabulary before you make the call!

Telephone: connecting
Introduction
This section features phrases you might hear when you telephone a company hoping to talk to someone.
Think
Imagine you are calling a company and want to speak to someone who works there. Can you think of any
phrases you might use, or that you might hear?
After you've thought of five, click here for some more ideas.
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Listen
Now listen to two conversations. In the first conversation Richard Davies is calling the marketing department
of a company and wants to be put through to Rosalind Wilson. In the second conversation Mike Andrews
wants to talk to Jason Roberts in the marketing department. As you listen, see if you can hear some of the
phrases above.
Telephone: connecting

Check understanding
Check your understanding by reading the scripts below:
Michelle: Hello, you've reached the marketing department. How can I help?
Male: Yes can I speak to Rosalind Wilson, please?
Michelle: Who’s calling please?
Male: It’s Richard Davies here
Michelle: Certainly. Please hold and I’ll put you through.
Male: Thank you.

Michelle: Hello, marketing. How can I help?

Male: Could I speak to Jason Roberts please?
Michelle: Certainly. Who shall I say is calling?
Male: My name’s Mike Andrews.
Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK -
I’ll put him through. Hang on a moment, I’m just putting you through.

Telephone - Connecting Quiz

Instructions: Choose the one correct answer
1. When you telephone a company the person answering the phone may ask you a question. Which is the
correct question? A
Who’s calling please?
B Who calls?
C Who it is?
D Who called?

2. Which phrase means the same as ‘hang on a moment?’ A

Just a second
B I’ll put you on
C Go ahead
D I’m ready

3. Choose the correct word: “Please ……. and I’ll put you through.”
A stop
B stay
C talk
D hold
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4. What is the expression used to connect two people on the telephone?
A I’m sending you through
B I’m putting you through
C I’m calling you through
D I’m talking you through

Telephone: messages
Introduction
In this section we'll learn some phrases you might hear if the person you wish to speak to is busy.
Think
Imagine you work as a receptionist and you receive a call for someone who isn't there. What might the caller
say, and what would you say in reply?
After you've thought of some phrases, click here for some more ideas.

Listen
Now listen to a telephone conversation between the finance department of a company and Jennifer
McAndrews. Jennifer wants to talk to Adrian Hopwood but he's not available so she has to leave a message. As
you listen, see if you can hear some of the phrases above.
Telephone: messages

Check understanding
Check your understanding by reading the script below:
Claire: Hello, finance department
Female: Hello, can I speak to Adrian Hopwood, please?
Claire: I’m afraid he’s in a meeting at the moment. Can I help?
Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting?
Claire: In about an hour. Can you call back later?
Female: Okay, I’ll do that.
Claire: Or can I take a message?
Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that I’m in the
office all day if he could call me back.
Claire: Can I take your number, please?
Female: Yes, it’s 5556872.
Claire: 5556872. Okay, I’ll make sure he gets the message.
Female: Thanks very much for your help, bye!
Claire: Goodbye!

Telephone: Messages
Useful Phrases
 Can I speak to …, please?
 I’m afraid he’s in a meeting
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 Can I help?
 Can you call back later?
 Can I take a message?
 Could you tell him that…
 Can I take your number, please?
 OK, I’ll make sure he gets the message

Telephone - Messages Quiz

Instructions: Finish the sentence by choosing the correct words and writing them into the empty boxes.

1. He’s not in his office at the moment,

__________ ______________ _____________ ___________ _______?
take / can / your / message / I / a / please
2. She’ll be back in the office this afternoon,
__________ ____________ _________ ______________ _________ ?
later / call / can / back / you / soon / message
3. Can I speak to June Wilkinson please?
__________ ____________ _________ ______________ _________ _________.
meeting / afraid / I’m / she’s / a / in / at / on
4. Could you ask him to ring me back please? My number is 020 7558 4567.
__________ , ____________ _________ ______________ _________ _________
_________ ________________.
message / I’ll / sure / make / OK / gets / he / the / an / on

Telephone: wrong number

Introduction
If you dial the wrong number it can be confusing and embarrassing. But how do you find out that you've made
a mistake? And how can you check to be sure?
Think
Imagine you've dialled the wrong number. What might the person who answers your call say? What would
you say in reply?
After you've thought of five phrases, click here for some more ideas.

Listen
Now listen to two more telephone conversations. Both conversations contain phrases you might hear if you
dial a wrong number. As you listen, see if you can hear some of the phrases above.
Telephone: wrong number

Check understanding
Check your understanding by reading the scripts below:
Male: Hello, this is the press office.
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Michelle: Rachel Allsop please.
Male: I’m sorry, you must have the wrong number. There’s no-one of that name here.
Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?
Male: No, it’s 5558790.
Michelle: Oh sorry about that. I must have dialled the wrong number.
Male: No problem! Bye!

Male: Hello, press office, can I help you?

Ruth: Hello. Paul Richards, please.
Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll try and put you through. In
future his direct number is 5558770.
Ruth: Did I not dial that?
Male: No you rang 5558790.
Ruth: Oh, sorry to have troubled you.
Male: No problem. Hang on a moment and I’ll put you through to Paul’s extension.
Ruth: Thanks.

Telephone: wrong number

Useful Phrases
 You must have the wrong number
 Is that not 556 8790?
 No, it’s 555 8790
 Sorry about that
 I must have dialled the wrong number
 Can I help you?
 I’m sorry, you’ve got the wrong number
 I’ll try and put you through
 His direct number is …
 Sorry to have troubled you

Telephone - Wrong number Quiz

Instructions: Choose the correct word to complete the sentence.
1. You ______ have the wrong number.
A should
B would
C must
D can
2. His _______ number is 998922.
A straight
B direct
C certain
D sure
3. I'm ________ to have troubled you.
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A upset
B apologise
C sorry
D sad
4. I'm sorry, you've _______ the wrong number.
A got
B had
C have
D put

Telephone: appointments
Introduction
Making an appointment can be complicated if two people are very busy. How do you find a time that is
convenient for both of you?
Think
Once again, imagine you are making a telephone call. This time you are arranging an appointment to see
someone. What phrases might you use or hear?
After you've thought of five, click here for some more ideas.

Listen
Now listen to someone making a business appointment over the telephone.
Telephone: appointments

Check understanding
Check your understanding by reading the script below:
Michelle: Mr Hibberd’s office!
Peter: Hello, can I speak to Brian Hibberd, please?
Michelle: I’m afraid he’s in a meeting until lunchtime. Can I take a message?
Peter: Well, I’d like to arrange an appointment to see him, please. It’s Peter Jefferson here.
Michelle: Could you hold on for a minute, Mr Jefferson. I’ll just look in the diary. So when’s convenient for
you?
Peter: Some time next week if possible. I gather he’s away the following week.
Michelle: Yes, that’s right, he’s on holiday for a fortnight.
Peter: Well, I need to see him before he goes away. So would next Wednesday be okay?
Michelle: Wednesday . let me see . he's out of the office all morning. But he's free in the afternoon, after
about three.
Peter: Three o'clock is difficult. But I could make it after four.
Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd's office?
Peter: Yes, that sounds fine. Thanks very much.
Michelle: Okay, then. Bye.

Telephone: Appointments
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Useful Phrases
 Can I speak to Brian Hibberd, please?
 I’m afraid he’s in a meeting
 I’d like to arrange an appointment
 I’ll just look in the diary
 When’s convenient for you?
 Would next Wednesday be OK?
 He’s free in the afternoon after about three
 I could make it after four
 So shall we say 4.15 next Wednesday?
Telephone - Appointments Quiz
Instructions: Finish the sentence with the correct phrase.
1. I’d like to ___________ an appointment
A arrange
B have
C do
D save
2. I could ________ it after four
A take
B fake
C get
D make
3. Let’s meet next Wednesday… shall we _____ 4.15?
A arrange
B say
C suggest
D see
4. Would next _________ be OK?
A day
B morning
C week
D afternoon

TASK
 Write a phone conversation about different language phone calls. (Make a roll play).

UNIT II: GROUP DISCCUSSION

A group discussion, often abbreviated as GD, is a structured conversation where a small group of people
exchange ideas and viewpoints on a specific topic. It's a common tool used in various settings to assess a
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person's skills and suitability for something.
Group discussions occur in many different formats – from very informal ones between friends to highly
structured and challenging discussions included as part of a selection process. In both cases, there are a number
of specific skills that we can help our students develop to become better able to contribute effectively to group
discussions.

Types of discussion
There are a variety of different types of discussions that occur naturally and which we can recreate in the
classroom. These include discussions where the participants have to:
Make decisions (e.g. decide who to invite to a party and where to seat them)
Give and / or share their opinions on a given topic (e.g. discussing beliefs about the effectiveness of capital
punishment)
Create something (e.g. plan and make a poster as a medium for feedback on a language course)
Solve a problem (e.g. discussing the situations behind a series of logic problems)

Some discussion topics may fall into more than one of these categories, but it is useful to consider a variety of
formats to which the students can apply the skills they are learning.
Useful sub-skills for students
There are a number of different sub-skills which students will need to be able to successfully and effectively
participate in a group discussion. Students need to develop the ability to:
Analyze
This skill can be developed by giving students the topic individually and asking them to brainstorm or mind-
map all of the possible sub-topics they could speak about. The students can then swap their notes and assess
or analyze the relevance of each of the sub-topics their partner has included. Together, the students then
draw up a fresh list or mind-map and discuss how the sub-topics might be linked together, along with
examples or reasons for any arguments they might have.
Persuade This
skill comes in useful when students need to make decisions on how to do something (e.g. which candidate
should get a job). A fun activity to develop this skill is to give groups of students this topic and ask them to
decide on the profile of the perfect candidate, creating a list of 7 adjectives. The students are then re-grouped
and asked to persuade the other members of the group that their selection is the best while compiling a
second, negotiated list. The group members who retain the most from their original lists are the winners. Note
down useful phrases that you hear the students using while doing this task and discuss these at the end for
future reference.
Control emotions
This can be practiced by giving the students a fairly controversial topic, such as ‘Friends are more important
than family’ and asking the students to decide whether they agree, disagree or have no opinion, making notes
on their main arguments to support their viewpoint. Divide the students into groups ensuring that there is a
mix of views within each group. Explain that for this discussion, the aim is to keep their voices low and try to
control their emotions as far as possible. Monitor and give feedback on these areas.
Support
One of the most important things for this skill is for students to learn when it is and isn’t appropriate to
interrupt and how to do it. Very often students will talk over each other in an effort to get their point across
and forget to listen. To practice this, you can get your students to make a list in small groups of when it is and
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isn’t appropriate to interrupt other speakers. They should include things like ‘not appropriate during the
middle of a point, if the speaker has not said very much previously, or when you are feeling angry and liable to
say something you’ll regret’. It is appropriate when the speaker has been dominating the discussion for too
long, what the speaker is saying is completely irrelevant to the topic, or you don’t understand the point he /
she has made’. You can then give them or elicit a list of phrases which they might use to interrupt politely (e.g.
‘Can i just add something here?’, ‘Sorry I’d just like to clarify something,’ etc.) The students then write five of
these on slips of paper (one per slip) and have a group discussion on a given topic. The aim is to use all of the
language on their slips. When they have used a phrase, they put the slip in the middle of the table. The other
students in the group judge whether the interruption was appropriate / polite. If not, they take the slip back
and try again.
TASKS
 Watch a video about “group discussion” and write functional language used to express something, to
agree, to disagree, to interrupt, to return to speak, to summarize, to recognize a good point and add
another idea. (on your notebook)
Example:
To express something To agree To disagree
I think

To interrupt To return to speak To summarize

To recognize a good point To add another idea

 Make a table to write the advantages and disadvantages to study on line and to study in a regular
classroom. (on your notebook)
Study on line Study in a regular classroom
Advantages Advantages

Disadvantages Disadvantages

UNIT III: RECEPTIONIST TRAINING

What is a receptionist?
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A receptionist is a professional who manages an organisation's front desk and performs duties such as greeting
visitors, taking messages, answering phones and scheduling appointments. They're the first point of contact
for customers of a business. Other tasks they may perform include receiving and directing customers, making
travel arrangements and organising equipment. Demonstrating confidence, a pleasant personality and good
communication skills as a receptionist can create a positive first impression of a business.
Relevant education can be an advantage if you're applying for a job with many candidates. Holding a
bachelor's degree or a diploma in front-office automation may help you get a job as a receptionist. Education
and certifications, such as the Level 6 Certificate in Office Receptionist and Management, may also equip you
with the necessary skills to perform your duties efficiently.
What are receptionist duties?
Receptionist duties are daily tasks that receptionists perform. As a receptionist, you typically work in an office
or at the front desk of a business to welcome clients. While the role is primarily desk-based, you may move
around the office space for certain tasks. Receptionists often spend much of their day working on computers.
The following is a list of nine receptionist responsibilities:
Welcome visitors
Receptionists greet customers and visitors, determine their needs and direct them appropriately. They may
also maintain a visitor register and offer refreshments to clients. Treating customers appropriately can
demonstrate professionalism and help a business retain customers.
Answer phone calls
Receptionists receive incoming calls and determine their purpose. They provide the caller with the necessary
information or forward calls to the appropriate personnel. They may also communicate any messages or
customer complaints to their respective departments.
Manage mail
Receptionists handle and distribute a business's incoming mail. They also organise outgoing mail to ensure it
reaches the appropriate recipients. They may dispose of unwanted or unsolicited mail, determine high-priority
correspondence and ensure the receipt of emails by the relevant recipients.
Perform administrative duties
Receptionists perform clerical duties to help a business operate with optimal efficacy. They're often
responsible for managing communications between senior management and direct reports. As a receptionist,
you may guide, instruct and oversee other employees within an organisation.
Ensure cleanliness
Receptionists ensure the reception area is always clean for customers. Maintaining a clean reception area
enhances the professionalism and credibility of a business. A tidy reception can create a welcoming ambience
that may help a business impress and retain customers.
Assist in maintaining security
Receptionists may help enhance security at the entrance of an organization by verifying the identity of every
visitor that reports to the desk and providing security passes if appropriate. They can also notify security
officers if they notice suspicious persons entering the facility. Understanding a company's policies regarding
protection can aid in ensuring its security.
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Update calendars and schedule meetings
A receptionist may be responsible for organising and maintaining the managers' calendar. Efficient scheduling
of meetings helps to ensure they attend their appointments and meet all deadlines. As a receptionist, you may
also be responsible for scheduling meetings, setting up rooms, arranging the necessary resources and
organising the catering for each meeting.
Manage finances
Receptionists are often responsible for recording and monitoring a business's petty cash flow. They may also
prepare travel vouchers and deliver them to the respective parties. Basic bookkeeping tasks, such as collecting
transactions, completing data entry and keeping financial records, are other duties they may perform.
Perform clerical tasks
Receptionist roles may involve faxing and photocopying documents. Filing documents and maintaining records
in a neat and orderly manner are also typical tasks. Other clerical duties may include monitoring, maintaining
and ordering office equipment.
EXAMPLES OF RECEPTIONIST SKILLS
Having the necessary skills may help you establish a successful career as a receptionist. You can develop your
technical, communication and management skills through training or practical experience. Your interpersonal
skills can help you interact professionally with customers and colleagues. The following is a list of key skills a
receptionist requires:
Personal presentation
Dressing professionally and having a neat appearance are great qualities for a receptionist. Clients may be
more likely to show an interest in a business if the first person they meet dresses professionally. Maintaining
attentive body language can also help you achieve client engagement.
Communication skills
Effective verbal and written communication are key skills for a receptionist. The role entails communicating
with clients and exchanging information. Being articulate, speaking confidently and demonstrating an
understanding of turn-taking in conversations are valuable skills that may show you're suitable for the job.
Customer service
As the first point of contact for a business, how you treat customers may portray a company's personality.
Being friendly, professional and attentive to the client's needs can show that the business is approachable and
welcoming. Impressive service creates a positive customer experience that can help a company improve
customer retention. These customers may give positive reviews and referrals, which can increase sales.
Technical skills
Receptionists require basic knowledge of computer applications. Software proficiency can help you navigate
applications to create documents, fill spreadsheets with data, organise digital presentations and send and
receive emails. Understanding databases and spreadsheets may also help you input, calculate and present
data efficiently.
Administrative skills
A receptionist's tasks may involve scheduling meetings, answering and directing phone calls appropriately and
managing databases. Problem-solving skills can help you perform administrative duties and resolve customer
issues. Writing memos is another administrative role you may perform.
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Emotional intelligence
Emotional intelligence can help you manage emotional situations. You may interact with people who are
impolite or unwelcoming, and exercising calmness and restraint when facing a challenging client can help you
deal with them appropriately. Understanding your own emotions and the emotions of others can help you
build better relationships and work effectively with others. This skill can also help you improve your
performance and communication in the workplace.
Time management
Effective time management is another soft skill that may help receptionists thrive in their workplace. You may
consider reporting to work early to prepare for receiving clients, as busy customers typically appreciate timely
service. Time management can also help you meet deadlines and accomplish tasks effectively, showing you're
a valuable employee.
Multitasking Working as a
receptionist typically involves handling multiple tasks simultaneously. For example, you may answer a phone
call while redirecting a client or sorting mail. The ability to multitask can enable you to complete tasks quickly
and efficiently.
Adaptability
The ability to adjust to changes in the working environment can show you're a good receptionist. A business
may shift locations, install technological equipment or establish new operations that you want to learn.
Adaptability can help you adjust to these new working conditions, which may demonstrate your value to
employers.
TASK
 MAKE A ROLL PLAY TO PERFORM A RECEPTIONIST DUTY.