The Reception Office – JSS2 Business Studies Lesson Note (First Term)

The reception office is the first contact office of an organisation, where visitors or callers are welcomed and attended to.

• Appearance: it is well furnished and decorated to leave a good and lasting impression on the visitor.
• Equipment: telephone, newspaper, journal, magazine, computer and fan.
• Person in charge: the receptionist.

Behavioural objectives

1. Define a reception office and a receptionist.
2. State the importance, qualities and duties of a receptionist.
3. Explain how to receive and treat visitors.
4. Name the major types of office dress code.
5. Explain the right attitude to work, punctuality, regularity and irregularity.

Who is a receptionist?

A receptionist is an employee charged with the responsibility of receiving and directing visitors in a reception office.

What is the importance of a receptionist?

A receptionist is the first person a visitor meets, so the receptionist shapes the visitor’s view of the organisation.

• Receiving visitors: welcomes callers and directs them to the right officer.
• Announcing arrivals: creates awareness about the arrival of a visitor.
• Giving information: keeps and gives necessary information on behalf of the staff.
• Answering calls: receives telephone calls on behalf of the organisation.

What are the qualities of a receptionist?

A good receptionist has the personal and professional qualities listed below.

• Neat and smart: dresses neatly so that the organisation looks good.
• Polite and patient: stays calm even with difficult visitors.
• Knowledgeable: knows the organisation and its personnel well.
• Courteous: shows respect and good manners to everyone.
• Fluent in spoken English: speaks clearly so that visitors understand.
• Punctual and committed: comes early and gives full attention to the job.
• Pleasing personality: is friendly and easy to talk to.
• Cheerful: greets visitors with a smile.

What are the duties of a receptionist?

There are two main duties of a receptionist: receiving callers or visitors, and handling telephone calls.

What does a receptionist do when receiving callers or visitors?

• Welcome: receives visitors warmly.
• Appointments: makes an appointment with visitors.
• Comfort: makes visitors comfortable while they wait for an officer.
• Information: receives and gives information concerning the organisation.
• Direction: directs visitors correctly to the officer or office they came to see.
• Greeting: receives visitors pleasantly and politely, using “Can I help you, please?”

What does a receptionist do when handling telephone calls?

• Voice: uses a clear and pleasant voice with short answers.
• Call log: keeps a record of calls received.
• Confidentiality: does not disclose unauthorised information.
• Messages: writes down the message received from telephone calls.
• Opening: answers with the name of the organisation or department, not his or her own name.
• Closing: says thank you at the end of the call.

How should a receptionist receive and treat visitors?

The approach a receptionist gives a visitor decides whether the visitor feels warmly received or not.

1. Approach: know what to say to them.
2. Assistance: offer a seat or direct them well.
3. Attention: be attentive and listen to them.
4. Solution: provide solutions to their problems.
5. Conclusion: say “Welcome, sir/ma” and thank you at the end.

What are the types of office dress code?

There are three major dress codes: casual dressing, official or formal dressing, and occasional or ceremonial dressing.

“Dress the way you want to be addressed.”

What is the right attitude to work?

Right attitude to work is a positive state of mind toward a particular job.

• Work: any physical or mental activity people engage in to earn a living, for example teaching, barbing and engineering.
• Meaning: doing a job with a rightful purpose and the determination to do good in an organisation.

What are the characteristics of people with a positive attitude?

• Interest: enjoys the job and wants to learn more about it.
• Commitment: gives time and effort to the job.
• Promptness: acts quickly when work is given.
• Consistency: keeps up good work habits every day.
• Punctuality: arrives at work on time.

What are the rewards of a positive attitude to work?

• High performance: the worker does the job very well.
• Promotion: the worker moves to a higher position.
• Respect: bosses and colleagues value the worker.
• Success: the worker reaches his or her goals.
• Productivity: the worker produces more results in less time.

What is a negative attitude to work?

A negative attitude to work is a wrong or bad state of mind towards a particular job.

• Failure: the work is badly done or not completed.
• Anxiety: constant worry about the job.
• Depression: a deep feeling of sadness and loss of interest.
• Stress: mental and physical strain from the job.
• Bitterness: anger and resentment towards the job or people at work.

What are punctuality, regularity and irregularity?

Punctuality, regularity and irregularity describe how an employee keeps to time and attendance at work.

What is punctuality?

Punctuality is arriving at a place of work before or at an agreed time.

• Saying: punctuality is said to be the soul of business.
• Advice: cultivate the habit of being punctual.

What is regularity?

Regularity is being at the place of work every working day, except when on leave or ill.

Punctuality and regularity lead to:

• High performance: work is done well.
• Smooth running: the business runs without delay.
• Promotion: hardworking staff move up.
• Increment: a rise in salary and wages.

What is irregularity?

Irregularity is when an employee is absent from duty without good reason.

Irregularity leads to:

• Punishment: discipline given to irregular employees.
• Query: a written demand to explain the absence.
• Deduction from salary: part of the pay is withheld.
• Suspension: the employee is sent away from work for a period.
• Dismissal: the employee loses the job.

What is the difference between punctuality, regularity and irregularity?

What is devotion to duty?

Devotion to duty is spending time and energy on a job with total commitment, interest and a consistent habit.

Ways to improve your general working attitude:

1. Believe: have in mind that something can be done.
2. Persevere: never give up, because you cannot be a failure until you give up.
3. Stay positive: do not complain. Do what you can do and leave the rest.
4. Work hard: make hard work your major goal.
5. Be dependable: be organised and be reliable.

Evaluation

1. Define a receptionist.
2. State four qualities of a receptionist.
3. List three duties of a receptionist when handling telephone calls.
4. Explain the difference between punctuality and regularity.
5. State four effects of irregularity on an employee.

Assignment

Write short notes on the three major dress codes, and list five rewards of a positive attitude to work.