Class: Junior Secondary School 1 (JSS 1 / JS1)
Term: 3rd Term
Week: 9
Age: 12 years
Duration: 45 minutes
Subject: Business Studies
Curriculum Theme: Business Studies
Previous Lesson: Meaning of Keyboarding in Introduction to Keyboarding.
Topic: THE RECEPTION OFFICE
Subject Matter: Meaning of Reception Office, Meaning of Receptionist, Importance of a receptionist, Qualities of a receptionist, How to receive and treat visitors, Documents handled by the receptionist.

Specific Objectives

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

Cognitive Domain:

Define a reception office.
Explain who a receptionist is.
State at least three importance of a receptionist.
List at least four qualities of a good receptionist.
Describe how to receive and treat visitors.
Identify at least three documents handled by a receptionist.

Affective Domain:

Appreciate the role of a receptionist in an organization.
Show courtesy and politeness when interacting with visitors.

Psychomotor Domain:

Demonstrate the proper way to receive and attend to visitors.
Identify various documents used in a reception office.

Interact politely and professionally with others, reflecting good reception etiquette.

Reference Materials

The following resources were used in planning this lesson:

9 Years Basic Education Curriculum for Business Studies JSS 1
State Unified Scheme of Work for Business Studies JSS 1
Anyanwuocha, R. A. (2018). Business Studies for Junior Secondary Schools 1. Africana First Publishers Plc.

Instructional Materials

The teacher will teach this lesson with the aid of:

A chart showing a reception office layout.
Pictures of receptionists attending to visitors.
Role-play cards depicting different visitor scenarios.
Examples of visitors’ books and appointment schedules.

Rationale for the Lesson

This lesson helps pupils understand the critical role of a reception office and a receptionist in an organization. It enables them to learn essential skills for managing visitors and maintaining a professional image, which is valuable for future careers and everyday interactions.

Prerequisite/Previous Knowledge

Pupils have basic knowledge of an office environment and the general concept of receiving guests at home or school.

Lesson Content/Board Summary

The Reception Office

Meaning of Reception Office

A reception office is the first point of contact for visitors in an organization. It is usually a designated area or room where visitors are welcomed, directed, and attended to before proceeding further into the building.

Meaning of Receptionist

A receptionist is an employee whose main duty is to welcome and assist visitors, answer telephone calls, and handle general inquiries. They are often the first person a visitor meets in an organization.

Importance of a Receptionist

A receptionist plays a very important role in an organization. The following are some of their importance:

They are the first impression of the organization.
They manage the flow of visitors and direct them appropriately.
They handle incoming and outgoing communications, such as phone calls and mail.
They provide information to visitors and clients.
They help maintain order and security in the reception area.

Qualities of a Good Receptionist

A good receptionist should possess certain qualities to perform their duties effectively. Some of these qualities include:

Politeness: Always greeting visitors with respect and a friendly attitude.
Good Communication Skills: Being able to speak clearly, listen attentively, and convey information effectively.
Neat Appearance: Dressing smartly and professionally to create a good impression.
Organization: Keeping the reception area tidy and managing documents and appointments efficiently.
Patience: Handling difficult or impatient visitors calmly.
Helpfulness: Being willing to assist visitors with their needs.
Discretion: Knowing how to handle confidential information appropriately.
Punctuality: Being on time for work and managing time well.

How to Receive and Treat Visitors

Receiving and treating visitors correctly is essential for a good impression. The steps are:

Greet Politely: Welcome visitors with a friendly smile and a warm greeting (e.g., “Good morning, welcome to [Company Name]”).
Ascertain Purpose of Visit: Ask for their name and the purpose of their visit.
Direct or Announce Visitor: Announce the visitor to the relevant staff member or direct them to the appropriate department.
Offer Comfort: If the visitor needs to wait, offer them a seat and provide reading materials or refreshments if available.
Provide Information: Answer any questions they may have clearly and politely.
Be Courteous: Maintain a professional and helpful attitude throughout their stay.

Documents Handled by the Receptionist

Receptionists handle various documents to ensure smooth operations. These include:

Visitors’ Book/Log: Used to record the details of visitors (name, time in/out, purpose of visit).
Appointment Schedules: To keep track of scheduled meetings and appointments.
Incoming and Outgoing Mail Register: For recording all mail received and sent out.
Telephone Message Pads: To take messages for staff members who are unavailable.
Petty Cash Vouchers: Sometimes used for small office expenses if the receptionist manages petty cash.
Internal Directories: Lists of staff names, extensions, and departments.

Teaching Methods/Instructional Techniques

Discussion, Lecture, Demonstration, Question and Answer, Visual Aids, Role-play

Instructional Procedures

Step 1: Introduction

Time: 5 minutes
Teaching Skill: Set Induction
Teacher’s Activity: The teacher greets the pupils and asks them to imagine they are visiting a new place like a company or a hospital. The teacher then asks what is the first place they would go to and who they would meet there.
Pupils’ Activity: Pupils respond by mentioning the entrance or reception area and the person who greets them.
Learning Point: Pupils are introduced to the concept of a reception area and a receptionist.

Step 2: Meaning of Reception Office and Receptionist

Time: 10 minutes
Teaching Skill: Explanation/Definition
Teacher’s Activity: The teacher explains the meaning of a reception office as the first point of contact for visitors and defines a receptionist as the person who welcomes and assists visitors. The teacher uses a chart showing a reception office layout.
Pupils’ Activity: Pupils listen attentively, ask questions for clarity, and copy the definitions into their notebooks.
Learning Point: Pupils understand the definitions of a reception office and a receptionist.

Step 3: Importance of a Receptionist

Time: 5 minutes
Teaching Skill: Discussion/Listing
Teacher’s Activity: The teacher leads a discussion on why a receptionist is important to an organization, guiding pupils to identify points like being the first impression, managing visitors, and handling communication.
Pupils’ Activity: Pupils contribute ideas and list the importance of a receptionist.
Learning Point: Pupils identify and appreciate the importance of a receptionist.

Step 4: Qualities of a Receptionist

Time: 5 minutes
Teaching Skill: Brainstorming/Listing
Teacher’s Activity: The teacher asks pupils to brainstorm qualities they think a good receptionist should have, encouraging them to think about politeness, appearance, and communication. The teacher then adds to their list.
Pupils’ Activity: Pupils suggest qualities and note down the comprehensive list provided by the teacher.
Learning Point: Pupils learn about the essential qualities required for a receptionist.

Step 5: How to Receive and Treat Visitors

Time: 5 minutes
Teaching Skill: Demonstration/Role-play
Teacher’s Activity: The teacher explains the step-by-step process of receiving and treating visitors, from greeting to directing. The teacher may demonstrate with a pupil or use role-play cards.
Pupils’ Activity: Pupils observe the demonstration, participate in role-play, and practice the steps.
Learning Point: Pupils understand and can practice the proper way to receive and treat visitors.

Step 6: Documents Handled by the Receptionist

Time: 5 minutes
Teaching Skill: Explanation/Identification
Teacher’s Activity: The teacher shows examples or pictures of documents like a visitors’ book, appointment schedule, and telephone message pad, explaining their use and how a receptionist handles them.
Pupils’ Activity: Pupils identify and ask questions about the documents, noting their names and purposes.
Learning Point: Pupils recognize and understand the use of various documents handled by a receptionist.

Step 7: Evaluation/Review

Time: 5 minutes
Teaching Skill: Questioning/Assessment
Teacher’s Activity: The teacher evaluates the learning by asking the following questions:

Define a reception office.
Who is a receptionist?
State two importance of a receptionist.
List three qualities of a good receptionist.
Mention two documents handled by a receptionist.

Pupils’ Activity: Pupils answer orally and in writing.
Learning Point: Pupils demonstrate understanding of the lesson.

Step 8: Conclusion

Time: 5 minutes
Teaching Skill: Summarization/Assignment
Teacher’s Activity: The teacher briefly summarizes the key points of the lesson, emphasizing the importance of a professional reception area and receptionist. The teacher then assigns homework.
Pupils’ Activity: Pupils listen to the summary, ask any final questions, and copy the homework.
Learning Point: Pupils consolidate their understanding and are given tasks to reinforce learning.

Home Task: Give three correct examples of THE RECEPTION OFFICE and explain what each example shows.

Lesson Keywords

Reception Office – The first area in an organization where visitors are received.
Receptionist – An employee who greets visitors, answers calls, and handles inquiries.
Visitors’ Book – A record book for logging visitor details.
Courtesy – Polite behavior and good manners.
Communication – The process of sending and receiving information.

Differentiation

For pupils who grasp concepts quickly, they can be tasked with creating a short skit demonstrating good and bad receptionist practices. For those needing more support, the teacher will provide simplified definitions and more guided practice in identifying qualities and documents, using visual aids more extensively.

Note for teachers using this lesson plan

Encourage practical demonstrations and role-play to make the lesson engaging and relatable. Emphasize real-life examples of reception offices pupils might have encountered. Ensure pupils understand that the role of a receptionist is not just about greeting but also about efficient organization and communication.