Max-Engels 5 - Module 2 A warm welcome - inkijk methode

A warm welcome

Discovery

A rude British receptionist

1 Watch the video and answer the questions.

a What is the first name of the receptionist? Tick the correct box.

Caroline

Catherine

Carol

Karen

b Where is she from?

c How do you know that?

d What is her place of work?

e What is the name of the patient?

f How old is she? Tick the correct box.

5 years old

6 years old

7 years old

She doesn’t know.

g Why was the first address the girl mentioned not good enough for the receptionist? Explain in your own words.

h Which operation will the girl be having? Tick the correct box.

double hip replacement with Dr. Richards

tonsil removal with Dr. Richards

double hip replacement with Dr. Phillips

tonsil removal with Dr. Phillips

i What is a Customer Survey Questionnaire? Explain in your own words.

2 It is obvious that the receptionist does not do her job well. Watch the video again and write down what a good receptionist should do or how he/she should behave. Work in pairs.

a good receptionist

Quest

Would you fill out this form, please?

1 Read the text and answer the questions.

A warm welcome

Sarah went to school early. It was an Introduction Day and she does not like to be late. There were a few students outside the school, drinking their coffee and talking. Sarah did not really know anyone there, so she went straight to the reception. A young man was still installing his laptop on the desk. He had a badge on with ‘Simon Goodman – student’.

Simon I’ll be with you in a minute, I’m just starting up my computer.

Sarah stood there and saw him drinking a strawberry yoghurt as he was tapping on his laptop.

Sarah Isn’t that dangerous, drinking near your laptop?

Simon Oh no, I do it all the time. Right, my laptop is on.

Simon put his yoghurt drink on a pencil and it slipped off and poured all over his laptop.

Simon Well, that’s a bit annoying.

He started looking around him for a paper towel.

Sarah Is there supposed to be smoke coming out of your computer?

Simon Oh good heavens! FIRE! FIRE!

A teacher came in to see what the noise was about.

Teacher Simon, what happened? Quick, take that box, and put your laptop in it.

As it was a cardboard box, it also started to smoulder. The teacher and Simon grabbed the box and started dragging it outside.

Teacher Call the fire brigade, please.

Sarah phoned 999, and asked them to come as quickly as possible. As she put away her mobile phone, some students came up to her, not knowing what had just happened.

Student Can we register here for the introduction?

Sarah did not hesitate for a minute.

Sarah Sure, let me look for the forms.

She sat behind the desk, found some forms and pencils.

Sarah Right, welcome. Would you fill out this form, please?

When the teacher came back, he was very impressed to see what was happening.

Teacher I can see you will be brilliant at your job. Can you continue with receiving the students? Simon is explaining to the fireman why the smoke smelled like strawberries.

a Why is the title well-chosen for this text? Explain.

b What do you think of Simon? Explain.

The title is well chosen, because … I think he …

c What was on his desk? Explain.

d What do you think of Sarah? Explain.

e Sarah dialled 999. Which number would you dial in Belgium? Explain.

There was/were … I think she … I would dial …

2 Sarah lets the students fill out a form for the Introduction Day at school. Fill out the form with your own personal details.

Introduction Day: Registration Form*

a Name

First name

b Home address

Number & street

Last name

Town Postal code Country

c Student address (if applicable)

N/A

I have a student residence:

Number & street

Town Postal code

d Phone number

e Email address

f Are you a new student? yes no

g I have registered for the Introduction Day … full day

morning session (start at 9 a.m.)

afternoon session (start at 1 p.m.)

h I would like to order a lunch for £5. yes no

If yes, choose from the options: regular vegetarian vegan lactose allergy

nut allergy shellfish allergy halal other:

gluten allergy

i I would like to have a chance to talk to some teachers at the end of the day. yes no

j How did you learn about this Introduction Day? school website direct email friends

*Make sure to write clearly.

3 Sarah is very helpful to the students arriving for the Introduction Day. Listen to and read the conversation between Sarah and Matthew.

Sarah Good Morning. Welcome to The Archbishop’s School. I’m Sarah. How can I help you?

Matthew Hello. I’m Matthew Johnson. I’m here for the Introduction Day.

Sarah Could you please fill out the form for registration?

Matthew Can I ask you a question?

Sarah Sure. What is the problem?

Matthew It says here that I have to write clearly, but I have the worst handwriting in the world. Sometimes people think my writing is from ancient times, like from the Egyptians. Would you help me, please?

Sarah Of course! I’ll write it for you.

Matthew Thank you very much.

Matthew Anything else?

Sarah No, we did all the questions.

Matthew What do I have to do now?

Sarah Go down the hall. The conference room is at the end on your right.

Matthew Thank you for your help.

Sarah You’re welcome. Have a nice day!

Why does Matthew ask Sarah to fill out the form for him? Explain.

4 Sarah used the form from exercise 2 on page 6 to ask questions to Matthew. Write down the questions she asked to be able to fill out the form.

Speak up!

Hoe onthaal je iemand?

first greeting

Good morning. / Good afternoon. / Good Evening.

Informal: Hello! – Hi!

welcoming the guest Welcome to …

say your name I’m … / My name is ... asking the first question How can I help you?

Informal: What can I do for you?

filling in the visitors’ log Could you fill in the visitors’ log, please? showing the way Just go through those doors and follow the signs. solving problems

Can you repeat that, please?

Is it possible to speak a bit slower? Do you have your invitation with you? Follow me, please. Anything else?

thanking the visitor and ending the conversation

Thank you very much. Have a nice day. / Enjoy your day.

Hoe vraag je informatie aan het onthaal?

first greeting

Good morning. / Good afternoon. / Good Evening.

Informal: Hello! – Hi!

say your name I’m … / My name is ... answering the first question

I’m here for … I have an appointment with ... answering the question about the visitors’ log Yes, of course.

thanking the receptionist Thank you very much for your help. Goodbye.

5 Work in pairs. One person is the receptionist of a school, the other is a new student who is here for the Introduction Day. Use the sentences from the table above and the questions you wrote down in exercise 4 on page 7. You are also allowed to add extra information that fits the situation. Afterwards, switch roles.

Good morning! I am here for the Introduction Day.

Good morning! Could you fill in this registration form, please?

1 Sarah needs a lot of stationery supplies for her job. What can you find on her desk? Write the correct number next to the photos.

phone (1) – tape (2) – scissors (3) – post-it notes (4) – clipboard (5) – highlighter (6) –hole punch (7) – headset (8) – printer (9) – stapler (10) – paper clips (11) – copier (12) –laptop (13) – envelopes (14)

Stationery is an umbrella term for office materials.

2 Complete the sentences with the correct words from the word box.

a We want to send these letters. I just need to find the to put them in.

b It’s easy to use a when talking to callers, because you can write while you talk.

c These two papers should be kept together. Use a or a

d Before visitors can go through to the offices, they have to fill in the

Many duties and responsibilities

1 Sarah has a lot of duties and responsibilities in her job. Read the list carefully. Which three of these do you find the most important? Discuss with your neighbour. While doing so, use different ways of expressing your opinion from the table below.

Duties and responsibilities of a receptionist

• meeting and greeting clients

• booking meetings arranging couriers

• keeping the reception area tidy

• answering and forwarding phone calls screening phone calls

• sorting and distributing post

Speak up!

Hoe druk je je mening uit?

I (really) think that ... Belgium will win the next World Cup. I believe (that) … bowling is the best teambuilding activity.

I’m sure that ... the teacher will give us homework today.

In my opinion … / My opinion is that ... spaghetti bolognaise is the best meal.

Hoe vraag je naar iemands mening?

What about ... hamburgers for dinner?

How do you feel about ... going to Spain this summer?

What do you think of ... that new baker in High Street?

What’s your opinion of ... the line-up for the festival?

2 Look up two more duties and/or responsibilities of a receptionist. Add them to the list in exercise 1.

3 One of Sarah’s responsibilities is answering and forwarding phone calls. Below you can find an entry from a blog about receptionists receiving calls. Read the text carefully and answer the questions.

by JoAnn Fussell

Receptionists play such an important role for any business, and how they interact with callers on the phone can either build or break customer loyalty. Receptionists are often, figuratively and literally, the voice of a business, and any bad habits in how they handle calls reflect poorly on the company. Here are the top 7 bad habits that make callers cringe:

1

Everyone understands that receptionists are busy, especially when more than one call comes in at a time. But speeding through greetings and questions usually results in having to repeat information so that the caller can clearly understand what’s being said. Slow down and take the time to speak clearly in a cheerful, professional voice.

2

No caller enjoys being put on hold, but sometimes it’s inevitable. If you must put a caller on hold, explain why and ask their permission. Saying “I’ll connect you to Mr. Smith, may I put you on hold while I do so?” or “May I put you on hold while I find out the answer to your question?” is received much more favourably than “Hold please.” Never leave the person on hold for more than a minute or they may become upset and hang up.

3

While it may very well be true that you don’t know the answer to a caller’s question, simply saying “I don’t know” erodes the caller’s confidence that they will be taken care of. If you don’t know the answer, say “That’s a great question and I want to be sure I get you an accurate answer. May I put you on hold while I find out, or may I call you back with that information?”

4

The callers have no idea that your phones have been ringing off the hook, or that the caller before them was rude, or any other aspect about your day — and honestly, they shouldn’t know because it’s not something they need to care about. All that matters is why they are calling and how you are going to help them in the most efficient and effective way possible. Communicating anything beyond that is unprofessional.

Receptionists must establish the tone of the call with a friendly greeting and then are responsible for keeping the conversation calm and productive. Even if a caller is upset or angry, responding with impatience or even retorts only escalates the situation. Instead, offer empathy and a solution. For example, say “I can imagine that was very frustrating for you,” and then offer to connect the caller to the staff member who can fix the problem or take down the information and tell them who they should expect to hear back from and, if possible, when.

It is always a good habit to repeat the information back to the client when you are taking a message and write down key components of the call such as the caller’s name, the reason for calling, and actions that need to be taken. Callers rarely get irritated if a receptionist kindly asks, “Your information is important to us and I want to make sure I have it right, so may I repeat it back to you?”

Goodwill phrases such as “my pleasure”, “have a great day”, and “thank you” may seem basic, but they contribute a great deal to overall customer satisfaction. We’re all human and wishing one another well with these common phrases is appreciated.

to interact wisselwerken to ring off the hook te veel telefoontjes krijgen loyalty trouw to establish vaststellen inevitable onvermijdelijk retorts weerwoord to erode uithollen empathy inlevingsvermogen confidence vertrouwen components onderdelen

a Try to find a good title for the article. Write it at the top of the article.

b Write these subtitles in the correct place in the text.

• Not repeating and verifying information

• Saying “I don’t know” Talking too fast

• Not using positive phrases

• Oversharing Telling, not asking to put on hold

• Allowing caller to set the tone

c Are these statements true or false? Tick the correct box. Correct the statements that are false. In the right column, write down the rule number where you found this information. TRUE FALSE RULE

1 It’s OK to let people hold for two minutes.

2 You should speak slowly and friendly.

3 You can tell a caller that it has been a busy day for you.

4 Once you get the information, you should end the conversation as quickly as possible. There is no time for being nice.

5 A receptionist is a professional. You should only need to hear the information once. You shouldn’t have to ask to repeat information.

What time is it?

1 Read the riddle and answer the question at the end.

Martyn was getting married on the 2nd of August. He invited his good English friend Paul to his wedding. Paul agreed of course. He phoned Martyn and said that he would arrive on the 1st of August at 10 o’clock. Martyn was over the moon. On the 1st of August he got up extra early, so he would not get stuck in traffic. He arrived at the airport with time to spare. Martyn checked the arrivals, and to his amazement, there were no planes arriving from Manchester. What happened to Paul?

We use a.m. to express the time before noon. We use p.m. to express the time after noon.

2 As a receptionist, Sarah has to be very punctual. You must be able to tell the time correctly to be able to book meetings for example. Look at the clocks and write down the time.

It’s . It’s . It’s

It’s . It’s . It’s

Toolbox p. 20

3 Work in pairs. One person asks the questions, the other person answers. When you’re finished, switch roles.

a What time do you get up in the morning during a school day?

b When do you leave for school?

c When does school start?

d What time do you get home?

e When do you go to bed?

f When do you have to be home during the weekend?

g When do you get up during the weekend?

h On which day do you have a hobby (sports, youth movement …)? When do you have to be there?

4 As we know, Sarah is very organised. Every day, she has the same morning ritual, so she does not lose too much time. What does Sarah do in the morning and at what time? Write a good sentence for every photo. Use the correct verb in the present simple tense. Follow the example.

to comb – to drink – to have a shower – to brush – to have – to dry – to put on –to get dressed – to listen

1 At six o’clock, she brushes her teeth.

To express habits, we use the present simple tense.

Toolbox p. 20-21

5 Before putting on her shoes and leaving for school, Sarah listens to the radio. She hears a song by Bruno Mars. Read the lyrics and mark the correct forms of the present simple in yellow.

Oh, her eyes, her eyes

[Make – Makes] the stars [look – looks] like they’re not shinin’

Her hair, her hair

[Fall – Falls] perfectly without her tryin’

She’s so beautiful and I [tell – tells] her everyday

Yeah, I [know – knows] (2x)

When I [compliment – compliments] her, she won’t believe me

And it’s so, it’s so

Sad to think that she [don’t see – doesn’t see] what I [see – sees]

But every time she [ask – asks] me, “Do I [look – looks] okay?”

I [say – says]

When I [see – sees] your face

There’s not a thing that I would change

‘Cause you’re amazing just the way you are

And when you [smile – smiles]

The whole world [stop – stops] and [stare – stares] for a while

‘Cause girl, you’re amazing just the way you are, yeah

Her lips, her lips

I could kiss them all day if she’d let me

Her laugh, her laugh

She [hate – hates], but I [think – thinks] it’s so sexy

She’s so beautiful and I [tell – tells] her everyday

Oh, you [know – knows] (3x) I’d never ask you to change

If perfect’s what you’re searchin’ for, then just stay the same

So don’t even bother askin’ if you [look – looks] okay

You [know – knows] I’ll say …

6 Listen to the song and correct your answers. Bruno Mars made one grammatical mistake. Can you find it? Mark it in green.

On her way to school, Sarah meets a young man who is doing a student job. He’s doing a survey organised by the local shops of Canterbury. He asks her if she could answer a few questions. Being a nice person, she agrees.

7 Work in pairs. One person asks a question, the other person answers. When you’re finished, switch roles. Use short answers in the present simple tense.

a Do you eat Indian food?

b Do you like to travel?

c Do you enjoy reading?

d Do you go out at least once a week?

e Do you visit a museum once a year?

f Do you watch a film at a movie theatre every month?

g Do you have allergies?

h Do you use public transport?

i Do you pay cash when shopping?

j Do you think cars should be banned from the city centre?

Toolbox p. 21

At the end of the interview, he asks Sarah an extra question…

Do you have a phone? Can I have your number?

8 After the interview, Sarah decides to listen to a bit of music while walking to school. Look at Sarah’s playlist. Complete the titles of the songs. Use the present simple in the negative case.

He I’m alive (to know)

Janet Jackson

I to miss a thing (to want)

Aerosmith

We anymore (to talk)

Charlie Puth ft. Selena Gomez

They about us (to care)

Michael Jackson

Papa (to preach)

Madonna

Hips (to lie)

Shakira

We another hero (to need)

Tina Turner

You me (to own)

Saygrace

Toolbox p. 21

Toolbox

Het uur uitdrukken

Om het uur uit te drukken gebruik je enkele vaste uitdrukkingen.

What’s the time?

What time is it?

It’s … o’clock.

It’s half past …

When do you …?

It’s a quarter to/past … It’s … (minutes) to/past … from … till/until …

It’s eleven o’clock. It’s noon / midnight. It’s half past three. It’s a quarter to nine.

It’s five to four. It’s ten past eleven. It’s twenty past four. It’s twenty-five minutes past two.

De present simple van regelmatige werkwoorden

We gebruiken de present simple …

a als we iets willen uitdrukken dat eenmaal, nooit of meerdere keren gebeurt in het heden. They go to school by bus.

b als we een feit willen uitdrukken. The train arrives at 7.15.

c als we een gewoonte willen uitdrukken. The trainer shouts at the young football players.

d met de volgende signaalwoorden: always, every …, never, normally, often, seldom, sometimes, usually. Every day, I get up at six o’clock. You never go home on time.

We gebruiken de affirmative case in een bevestigende zin. I work.

You work.

He works.

She works. It works.

We work. You work. They work.

We gebruiken de negative case in een ontkennende zin.

FULL FORM SHORT FORM

I do not work. don’t work.

You do not work. don’t work.

He does not work. doesn’t work.

She does not work. doesn’t work.

It does not work. doesn’t work.

We do not work. don’t work.

You do not work. don’t work.

They do not work. don’t work.

We gebruiken de interrogative case in een vraagzin.

Do I work?

Do you work?

Does he work?

Does she work?

Does it work?

Do we work?

Do you work?

Do they work?

We gebruiken short answers om op een ja-neevraag te antwoorden.

AFFIRMATIVE NEGATIVE

Yes, I do. No, I don’t.

Yes, you do. No, you don’t.

Yes, he does. No, he doesn’t.

Yes, she does. No, she doesn’t.

Yes, it does. No, it doesn’t.

Yes, we do. No, we don’t.

Yes, you do. No, you don’t. Yes, they do. No, they don’t.

Action

Welcome!

There is an Introduction Day at your school or company. In pairs, you will prepare a dialogue in which one person is the receptionist and the other person is a visitor. You can perform your dialogue for your classmates or you can make a video and show it to the class.

Step 1 Decide where your dialogue will take place: at your school or at a company. Be creative! This does not need to be an existing school or company.

Step 2

Decide who will play the receptionist and who will play the visitor.

Step 3 Make some key notes for your dialogue. Make sure to include these things:

RECEPTIONIST:

- Greet the visitor and welcome him/her to your school or company.

- Say your name.

- Ask how you can help him/her.

- Ask him/her to fill in the visitors’ log.

- Show him/her the way.

- Thank the visitor.

VISITOR: - Greet the receptionist.

- Introduce yourself.

- Give the reason for your visit.

- Answer the question about the visitors’ log.

- Thank the receptionist.

Step 4 Write down the text for your dialogue. When in doubt, ask your teacher to take a look at your notes.

Step 5 Make your video or practise your dialogue to perform it for your classmates. The video or the dialogue should be 5 minutes long.

Step 6 Show your video or perform your dialogue for your classmates.

Be careful!

Use the sentences you learned to welcome someone (Speak up!).

Use the sentences you learned to ask for information (Speak up!).

Use the present simple in the affirmative, negative and interrogative case. Use short answers to answer a question.

Portfolio

Ik kan …

het onderwerp, de hoofdgedachte en relevante informatie uit informatieve teksten halen.

mijn persoonlijke gegevens invullen in een invulformulier.

… iemand onthalen en informatie vragen aan het onthaal.

de woordenschat rond kantoorartikelen gebruiken.

… enkele taken en verantwoordelijkheden van een receptionist opsommen.

… mijn mening geven en naar iemands mening vragen.

het uur uitdrukken. regelmatige werkwoorden vervoegen in de present simple in de affirmative, negative en interrogative case.

short forms gebruiken om op een ja-neevraag te antwoorden.

kijken schrijven

luisteren handeling spreken tip gesprek word box lezen toolbox

Ja Nee Oefentips

Action

In deze module leer je iemand onthalen en informatie vragen aan het onthaal.

Colofon

Auteur Michael Velasco

Illustrator Koen Aelterman - Design & Lay-out die Keure

Eerste druk 2023 SO 2023/0225 - ISBN 978 90 4864 642 5

Bestelnummer 96 401 0115 (module 2 van 7)

KB D/2023/0147/158 - NUR 117 - Thema YPCK21

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