Class: Junior Secondary School 2 (JSS2, JSS 2)
Term: 2nd Term
Week: 1
Age: 13 years
Duration: 45 minutes
Subject: Business Studies
Curriculum Theme: Business Studies
Previous Lesson:
Topic: The Reception Office
subject Matter: Documents Handled by a Receptionist – Visitors book, Request form, Telephone pad, How to answer telephone

Specific Objectives

By the end of the lesson, pupils should be able to:

Cognitive Domain:
(a) Identify the key documents handled by a receptionist.
(b) Explain the correct procedure for answering telephone calls in a reception office.
Affective Domain:
(a) Appreciate the importance of maintaining proper records and polite communication in a reception office.
Psychomotor Domain:
(a) Demonstrate how to fill a visitors’ book and complete a request form.
(b) Simulate answering telephone calls politely and efficiently.
Social Domain:
(a) Work collaboratively in pairs or small groups to role-play receptionist duties.

Reference Materials

The following resources was used in planning this lesson:

9 Years Basic Education Curriculum
Lagos State Unified Scheme of work for Junior Secondary Schools
Indeed – What Is a Receptionist? (Definition, Duties and Skills)
Relevant Textbooks

Instructional Materials

The teacher will teach this lesson with the aid of:

Sample visitors’ book and request forms
Telephone pad or mock telephone device
Charts showing receptionist documents and telephone etiquette
Whiteboard and markers
Role-play cards for practical exercises

Rationale for the Lesson

This lesson equips pupils with knowledge and skills required to manage a reception office effectively, emphasizing organization, communication, and professionalism.

Prerequisite/Previous Knowledge

Pupils are expected to have basic understanding of office functions and familiarity with simple office documents and forms from previous lessons.

Lesson Content/Board Summary

The Reception Office

The reception office is the first point of contact in a business or organization. It handles incoming visitors, telephone calls, and manages basic office documents efficiently.

Documents Handled by a Receptionist

Receptionists manage several key documents to ensure smooth office operations.

The following are the documents handled:

Visitors’ Book: Records details of visitors such as name, company, purpose of visit, and time in/out.
Request Form: Used by staff to request office services, resources, or information.
Telephone Pad/Message Book: Used to record messages from incoming telephone calls.

How to Answer Telephone

Answering telephone calls properly is a key skill for receptionists. It reflects the organization’s professionalism.

The following are steps to answer telephone calls effectively:

Pick the phone promptly within the first three rings.
Greet the caller politely and state your name and organization.
Listen carefully to the caller’s request.
Record the message accurately in the telephone pad if needed.
Transfer the call to the appropriate person or department.
End the call courteously with a proper closing remark.

Teaching Methods/Instructional Techniques:

Discussion, Lecture, Explanation, Demonstration, Role-Play, Visual Aids, Group Work

Instructional Procedures

To deliver this lesson, the teacher will adopt the following steps:

Step 1: Introduction

Time: 5 minutes
Teaching Skill: Set Induction
Teacher’s Activity: Teacher asks pupils about their experiences visiting offices or making phone calls and links these experiences to the role of a receptionist.
Pupils’ Activity: Pupils share personal experiences and respond to questions.
Learning Point: Pupils are introduced and motivated to learn about receptionist duties.

Step 2: Documents Handled by a Receptionist

Time: 10 minutes
Teaching Skill: Explanation
Teacher’s Activity: Teacher presents and explains the purpose of visitors’ books, request forms, and telephone pads using sample documents.
Pupils’ Activity: Pupils observe, take notes, and ask questions.
Learning Point: Pupils identify and understand the main documents managed by a receptionist.

Step 3: How to Answer Telephone

Time: 10 minutes
Teaching Skill: Demonstration
Teacher’s Activity: Teacher demonstrates correct telephone etiquette and the proper way to record messages in the telephone pad.
Pupils’ Activity: Pupils practice answering simulated telephone calls in pairs.
Learning Point: Pupils acquire practical skills in handling telephone calls professionally.

Step 4: Role-Play Practice

Time: 10 minutes
Teaching Skill: Role-Play/Group Work
Teacher’s Activity: Teacher divides pupils into small groups to simulate receptionist tasks including filling visitors’ books and answering calls.
Pupils’ Activity: Pupils actively participate in role-play activities.
Learning Point: Pupils apply their knowledge and skills in a realistic context.

Step 5: Note-Taking

Time: 5 minutes
Teaching Skill: Explanation
Teacher’s Activity: Teacher writes the board summary and guides pupils to copy the key points.
Pupils’ Activity: Pupils take notes.
Learning Point: Pupils have a written reference for the lesson.

Step 6: Evaluation/Review

Time: 3 minutes
Teaching Skill: Questioning
Teacher’s Activity: The teacher evaluates the learning by asking the following questions:

Name three documents handled by a receptionist.
List the steps for answering a telephone professionally.
Demonstrate how to fill a visitors’ book.
Pupils’ Activity: Pupils answer orally and through demonstration.
Learning Point: Pupils demonstrate understanding and application of receptionist duties.

Step 7: Conclusion

Time: 2 minutes
Teaching Skill: Reinforcement
Teacher’s Activity: Teacher summarizes the lesson, reinforces the importance of accurate documentation and courteous communication.
Pupils’ Activity: Pupils listen attentively and ask clarifying questions.
Learning Point: Pupils consolidate knowledge and recognize the relevance of the reception office in business.

Lesson Keywords

Receptionist – the person who manages the reception office
Visitors’ Book – a record of visitors’ details
Request Form – a document used to request office services or resources
Telephone Pad – a book used to record messages from telephone calls
Telephone Etiquette – proper manners when answering and handling calls

Differentiation

Teachers support slower learners with guided practice and role-play, while advanced learners can lead group simulations and provide feedback.

Note for teachers using this lesson plan

Ensure pupils handle documents and telephones safely. Encourage active participation in role-play and provide feedback on correct procedures and politeness.