Duties and Qualities of a Receptionist Business Studies JSS 2 First Term Lesson Notes Week 1

Lesson Plan: Business Studies JSS 2 First Term Lesson Notes – Week 1

Subject: Business Studies
Class: JSS 2
Term: First Term
Week: 1
Age: 12-13 years
Topic: The Reception Office
Sub-topic: Receptionist – Duties, Qualities, and Procedures
Duration: 40 minutes

Behavioural Objectives:

By the end of this lesson, students should be able to:

1. Describe the reception office.
2. Explain the meaning of a receptionist.
3. State the importance of a receptionist.
4. List the qualities of a good receptionist.
5. Outline the duties of a receptionist.
6. State how to treat visitors.
7. Explain the appropriate office dress code.
8. Outline the procedures for answering the telephone.
9. Identify documents handled by a receptionist.
10. Design a visitor’s book and request form.

Keywords:

Receptionist, visitors, office, dress code, telephone, documents

Set Induction:

Start by asking students if they have ever visited a reception office and what they noticed about the staff.

Entry Behaviour:

Students have encountered receptionists in places like schools, hospitals, or offices.

Learning Resources and Materials:

• Pictures of reception areas
• Sample visitor’s book
• Telephone and answering machine

Building Background/Connection to Prior Knowledge:

Students may have visited an office and interacted with a receptionist, helping them understand the role.

Embedded Core Skills:

• Communication skills
• Interpersonal skills
• Organizational skills
• Attention to detail

Learning Materials:

• Lagos State Scheme of Work
• Textbooks on Business Studies
• Practical examples

Instructional Materials:

• Flashcards
• Charts showing duties of a receptionist
• Sample forms and documents

Content:

I. Describe the Reception Office:

• The reception office is the first point of contact in an organization.
• It is usually located at the entrance of a building.
• The receptionist sits here and greets visitors.

II. Meaning of a Receptionist:

• A receptionist is a person who welcomes visitors and helps with inquiries.
• They provide information and guide visitors to the right places.

III. Importance of a Receptionist:

• Makes a good first impression on visitors.
• Helps manage and organize office activities.
• Ensures that visitors are well taken care of.
• Improves the smooth running of the office.

IV. Qualities of a Receptionist:

• Polite and friendly
• Well-dressed
• Good communication skills
• Organized and attentive
• Calm and patient

V. Duties of a Receptionist:

• Welcoming visitors
• Answering phone calls
• Directing visitors to the appropriate departments
• Handling incoming and outgoing mail
• Keeping the reception area tidy

VI. How to Treat Visitors:

• Smile and greet them warmly.
• Ask how you can assist them.
• Offer them a seat if they need to wait.
• Provide clear and polite answers to their questions.

VII. Appropriate Office Dress Code:

• Wear neat and professional clothes.
• Avoid loud or distracting outfits.
• Maintain good hygiene.

VIII. Procedure for Answering the Telephone:

• Answer within three rings.
• Speak clearly and politely.
• Ask how you can assist the caller.
• Take messages accurately if needed.

IX. Documents Handled by the Receptionist:

• Visitor’s book
• Request forms
• Mail records
• Appointment schedules
• Office memos

X. Designing a Visitor’s Book and Request Form:

• Visitor’s Book: A notebook where visitors sign their name, time of visit, and purpose.
• Request Form: A form used to request office services or materials.

Examples Relevant to the Topic:

1. A receptionist welcomes visitors to a school’s administrative office.
2. A receptionist answers phone calls for a doctor’s clinic.
3. A visitor’s book helps keep track of everyone who enters the building.
4. Receptionists often wear uniforms to look professional.
5. Receptionists keep track of appointments for the manager.

Evaluation:

15 Fill-in-the-Blank Questions:

1. The receptionist sits at the ______ office.
   a) Kitchen
   b) Security
   c) Reception
   d) Parking
2. A good receptionist must be ______.
   a) Rude
   b) Friendly
   c) Angry
   d) Lazy
3. The visitor’s book is used to record ______.
   a) Phone numbers
   b) Visitor’s details
   c) Documents
   d) Salaries
4. Receptionists answer calls within ______ rings.
   a) Two
   b) Five
   c) Three
   d) Six
5. A request form is used to ______.
   a) Sign in
   b) Order materials
   c) Take leave
   d) File a complaint

Class Activity Discussion:

15 FAQs with Answers:

1. What is a receptionist?
   A person who welcomes visitors and answers inquiries.
2. Where is the reception office located?
   At the entrance of the office or building.
3. Why is the receptionist important?
   They help visitors and keep the office organized.
4. What qualities should a good receptionist have?
   Politeness, good communication skills, and professionalism.
5. What are some of the duties of a receptionist?
   Welcoming visitors, answering calls, and managing mail.
6. How should a receptionist treat visitors?
   With respect, politeness, and friendliness.
7. What should a receptionist wear to work?
   Neat and professional clothes.
8. How do receptionists handle phone calls?
   They answer quickly and politely.
9. What is the use of a visitor’s book?
   To record information about visitors.
10. What is a request form used for?
    To request services or materials.
11. What is one way a receptionist helps the office run smoothly?
    By managing appointments and schedules.
12. What should a receptionist avoid doing?
    Being rude or unprofessional.
13. Why is a receptionist’s communication skill important?
    To give clear information and assist visitors effectively.
14. How can a receptionist make visitors feel welcome?
    By smiling and greeting them warmly.
15. What should be recorded in a visitor’s book?
    The visitor’s name, time of visit, and purpose.

Presentation Steps:

1. Step 1: The teacher revises the previous topic, which was “Office Staff Roles.”
2. Step 2: The teacher introduces the new topic, explaining the importance and roles of the receptionist.
3. Step 3: The teacher allows the students to contribute their ideas about receptionists and corrects any misconceptions.

Teacher’s Activities:

• Ask students about their experiences with receptionists.
• Show them how to fill in a visitor’s book.
• Role-play answering phone calls professionally.
• Many people visit an organization for personal or official reasons. The first person they meet is the receptionist. A receptionist is someone employed to receive and assist visitors in an organization.  He/she receives the visitors and their messages.

  The Reception Office

  The reception office is usually furnished and decorated to make a visitor comfortable while waiting. It must be a pleasant place.

  The office must also be equipped with adequate communication gadgets to enable the receptionist contact any department in the organisation as quickly as possible. The reception office must be kept clean, orderly and attractive.

  Qualities of a Receptionist

  1. A good receptionist should have a good and pleasant appearance. He/she must always dress neatly and smartly.
  2. He/she should have a good knowledge of the organization and use good judgement in discussing with visitors about its activities.
  3. He/she must have the ability to get on well with visitors and also with the staff of the organization.
  4. He/she must always be polite, courteous and friendly with people especially the visitors.
  5. A good receptionist should be able to work with tact and have great ability to concentrate on specific important matters.
  6. A good receptionist must be able to work under pressure and yet keep his/her head above water. For example, there may be many visitors to attend to and also many telephone calls, yet she must be polite. She must be able to handle visitors with tact especially the difficult ones.
  7. A good receptionist must always be pleasant and show great intelligence when receiving visitors or when receiving phone calls.
  8. He/she must always be punctual to work, feel committed and not be in a hurry to leave at the close of work.
  9. It is very important for a good receptionist to have good human relations to be able to give every visitor or caller the impression that he/she is important, so as to keep the goodwill of the organisation.

  DUTIES OF A RECEPTIONIST

  Let us carefully analyze the duties one by one.

   1. Receiving and Treating Visitors

  Receiving callers or visitors is a very important function of a receptionist because the visitors get the   first impression of the organization from him/her.

  (a)         He/she welcomes all visitors politely and pleasantly and attends to them by asking “Can l help you, please?”

  (b)        He/she offers a seat to the visitor (if need be).

  (c)         He/she directs them to the appropriate officer. If such an officer is not around or is in a meeting, the receptionist takes a message down for him from the visitor.

  (d)        He/she receives information for the organisation from the visitors or callers. This is where a good receptionist has to display many of her qualities.

  2. Handling Telephone Calls

  In some organisations, a receptionist receives visitors and also handles telephone call. In big organisations, the receptionist does not perform the duties of a telephone operator.

  (a)         The receptionist should use please”: and clear voice, and be brief when making a call or answering telephone  call.

  (b)        He/she should be courteous to the caller and take the telephone messages politely.

  (c)         A receptionist should ask questions from callers very tact fully.

  (d)        He/she should keep accurate records of all the telephone messages.

  (e)        In an organisation where there is a network of computers, the receptionist should be able to pass information through the network.

Learners’ Activities:

• Discuss their experiences with receptionists.
• Practice filling out a visitor’s book.
• Role-play being a receptionist answering a call.

Evaluation Questions:

1. What is the main duty of a receptionist?
2. Why is a good dress code important for receptionists?
3. List three qualities of a good receptionist.
4. How should a receptionist answer the telephone?
5. Name two documents handled by a receptionist.
6. Who is a Receptionist
7. Mention four (4) characteristics of a good receptionist
8. List five (5) duties of a Receptionist
9. What is an office?
10. Mention four items that can be found in an office.
11. Mention three (3) items that can be found in the office of a Receptionist

Conclusion:

The teacher goes around to mark the students’ work and provides feedback on the topic.

Additional Information:

• Captivating Title: The Role of a Receptionist in an Office
• Focus Keyphrase: Receptionist duties and qualities
• SEO Title: Importance of a Receptionist in the Office Environment
• Slug: receptionist-duties-qualities
• Meta Description: Learn the importance, duties, and qualities of a receptionist in the office environment.

More Useful Links

• Managing Correspondence and Mail Handling in an Office Business Studies JSS 2 First Term Lesson Notes Week 2
• Meaning, Importance, and Forms of Trade Business Studies JSS 2 First Term Lesson Notes Week 4
• Understanding the Market: Types and Features Business Studies JSS 2 First Term Lesson Notes Week 6