Vocabulary

Part II

to enquire = to inquire favourable impression majority personally staff to undergo public relations appropriate courteous mood sales literature to ascertain to connect (with) tact call caller whereabouts (n) (with singular or plural verb) link to deserve

to ask. showing approval. an effect produced on the mind or feelings. the greater number or part (of). in one’s own person. a group of people working under a head. to experience. relations between a government department or business organization and the general public. suited to. showing good manners. a state of mind or spirit. printed materials advertising a product. to find out. to get in touch with someone. use of skill in dealing with people without causing offence. a short visit to somebody’s house, office etc. a person who calls on somebody. place where somebody or something is. a person or thing that connects two others. to be entitled to.

Explanations

Part III

1. To receive is to accept or to take. But the word also means to welcome or to entertain friends and guests.

2. To organise means to put into working order or to make preparations for.

John organised our visit to the museum.

He was given the task of organising the book exhibition.

Organisation refers to the act of organising. It also describes an organised body of people.

The residents formed an organisation to look after their interests.

France is a member of the North Atlantic Treaty Organisation.

3. An enquiry is a request for information. Enquiry may be alternatively spelt as inquiry , both being spellings of the same word. In America inquiry is displacing enquiry for all purposes. In the U.K. a difference in the use of the two words has developed. Enquiry is used for asking a question and inquiry – for making an investigation.

Please enquire at what time the inquiry will end.

4. Incoming mail is mail that comes in. Mail is the word for letters and parcels sent or delivered by post.

5. Public relations. This word combination refers to the relations between a government or business organization and the public. PR, the abbreviation for public relations, is promoted by the distribution of information and the carrying out of activities which will create goodwill. Good public relations help to win public acceptance of the government or the products and services of an organisation.

6. To greet is to say words of welcome to somebody.

7. To identify one’s office. It is good practice for a receptionist to identify her office after greeting the enquirer. This immediately informs him if he has got the right office without having to ask for the name of the company, e.g. “Good morning, International Printers”.

8. To work under pressure is to perform one’s duties under compulsion. Such a person is likely to feel the weight of the responsibility placed on him.

9. To be unable to contact a person is to have difficulty getting in touch with that person.

Exercises

1. Answer the following questions.

1. What do receptionists do?

2. Why is it important to have an intelligent and well trained receptionist?

3. How do enquirers communicate with a company?

4. What training do receptionists receive?

5. How should a receptionist answer a telephone?

2. Give the meanings of the following words.

1. Favourable. 2. Majority. 3. To undergo. 4. To ascertain. 5. Appropriate.

3. Give the word that fits the description.

1. In one’s own person.

2. To get in touch with someone.

3. A short visit.

4. Showing good manners.

5. To be entitled to.

4. Fill in the blanks with the derivatives and correct forms of the word “organise”.

The students wanted to ______ a visit to the book exhibition. Their teacher said that the ______ of the exhibition were experienced. Their ______ had held several exhibitions in Europe. With their teacher’s help the students ______ a successful visit to the exhibition.

Conversation about the receptionist

Part I

Mr Robin. Can you tell me why companies employ receptionists?

Mr Smith. Because they perform very valuable services.

Mr Robin. What kind of organisations employ them?

Mr Smith. They are employed by hotels, offices and shops.

Mr Robin. Why are their services valuable?

Mr Smith. They serve as a link between their employer and the public.

Mr Robin. What are their duties?

Mr Smith. They attend to enquiries, type letters and perform other office

work.

Mr Robin. What training do they get?

Mr Smith. They are trained to use the telephone and to deal with

customers.

Mr Robin. How should they answer a telephone call?

Mr Smith. They should greet the enquirer, identify the office and then attend to the enquiry.

Mr Robin. What do enquirers seek?

Mr Smith They usually want to know about the products or services of the company.

Mr Robin. How is the receptionist to know these matters?

Mr Smith. Her training prepares her for such questions.

Mr Robin. How will she get to know about the new products and services

of the company?

Mr Smith. She has to read sales leaflets, instruction manuals, and other

literature.

Mr Robin. What are the qualities of a good receptionist?

Mr Smith. She should be intelligent, tactful and knowledgeable.

Mr Robin. Does she have to solve problems?

Mr Smith. Oh, yes. Irate customers may complain about a defective

product or some other matter.

Mr Robin. It is only natural and should be expected.

Mr Smith. That is why she must be tactful and intelligent.

Mr Robin. I certainly agree.

Mr Smith. Moreover she has to deal with many calls during peak hours.

Mr Robin. She certainly has my admiration.