Receiving visitors Phannee R. (Lecturer) Teeraporn J. (TA)

1. Receiving visitorsPhannee R. (Lecturer)Teeraporn J. (TA)

2. Introduction • Office work not only implies being efficient and qualified in specific functions but also being helpful and polite when dealing with people, especially visitors. When receiving visitors, the first important step is greeting them and introducing yourself. • Sometimes it’s necessary to offer them a seat, or a cup of coffee. And many times, visitors need accurate directions to find their way around the office. Finally, small talk also plays an important role: short conversations about the flight, the weather or other common topics that puts the visitors at ease.

3. Introduction • Sometimes when receiving visitors, a secretary must act as host / hostess in order to make the visitor feel welcome and comfortable. • A secretary may offer visitors something to eat or drink as well as strike up a polite conversation. This informal small talk or chit-chat deals with basic, non-personal topics. In these situation, intonation and word stress are crucial to make your message clear, sociable and courteous.

4. Greeting visitors • Greet visitors the minute they arrive your office • Stop any task you are doing at that time and then take care the visitors. • If you are on phone, let them know you are aware of their presence such as nod / smile. • Greet a visitor the minute he or she arrives • Stop what you are doing immediately • If on the phone, nod and smile–let visitor know you are aware of his or her presence • Keep materials on your desk out of sight

5. Greeting visitors (con’t) • Greeting visitors • Greet visitor by name • In case you don’t know the visitor’s name, wait for their introduction. • Do not call manager by first name when visitors are present • When speak or mention to your boss, please use boss’s last name. Ex. Mr. Kamoltham Mrs. Rojanabenjakun. Mr. Jaroenngarmsamer

6. “Formal and Informal Greetings” Formal Greetings • How do you do? • I’m delighted to meet you. • I’m pleased to meet you. • It’s nice to meet you Informal Greetings • Pleased / Nice / Good to meet you • Hello /Hi Introductions • I’m Mary Simpson. • My name is PhanneeRojanabenjakun

7. Advance preparation • Provide files needed for preview prior to meeting or used during meeting • Data or information from other departments • Collect early and compile in advance • Supplies needed that are relevant to purpose of meeting • Note taking, brochures, slides, projector, etc.

8. Attention to visitors • Pay attention to the visitors who have an appointment • Make them feel comfortable / Offering your help • Indicate where to leave his/her coat or offer your assistant to take care his/her coat. Ex. May I take your coat? May I take care your luggage? • Escort visitor to office • You can ask about his/her flights Ex. How was the flight? • Early arrivals may have to wait • Offer them the current magazines, newspaper • When manager is free, tell manager that visitor has arrived

9. Attention to visitors Serve some drink for visitors • What would you like to drink? • May I offer you something to drink? • How about a cup of tea while you wait? • Coffee or Tea?

10. Attention to visitors (con’t) • Visitors with appointments should not be kept waiting • Apologize for unavoidable delays • Give indication of wait time • Reschedule if necessary • Be cautious about how you state the reasons for a delay • Do not forget about a visitor • Regardless of reason, approach visitor in a relaxed manner • Your only duty at the moment is to meet his or her needs

11. First time visitors • Escort the visitors to them meeting room or boss’s office, then make introductions (first time meeting) • If your boss knows the visitors • Invite the visitors to go in / open door for the visitors. • Provide refreshments, if appropriate • Pay attention to your boss’s need • Observe and take care

12. Staff visitors • Staff visitors • Many managers use “open-door” policy • Hold meetings with employees in manager’s office or conference room • Assume manager’s meeting with his supervisor will be in supervisor’s office, unless otherwise noted

13. Terminating meeting • Know your boss’s preference for tactful interruptions • Use predetermined guidelines for • Crowded schedules • Getting rid of visitors who overstay their allotted time • Acknowledgement of next appointment

14. Interrupting a meeting • No people encourage interruptions • Know what conditions are important enough to justify interruptions • When in doubt–do not interrupt • Know manager’s preference or method to follow for interruptions

15. Attending to unscheduled visitors • Be friendly and pleasant • Listen carefully and decide what to do, if there is someone in manager’s office • Family or friend • An executive • Use caution in turning away someone your manager might want to see

16. Tips on screening visitors • Establish clear guidelines with manager • Ask direct questions • Offer to help visitor • Politely be persistent • Have visitor write a note to the manager

17. Refusing appointments • Manager is in, but needs to work without interruptions • Don’t make untrue statements • State manager cannot crowd anything more into today’s schedule • Ask if manager can call or if appropriate, make an appointment

18. TASK 1: Listening 5.1 Listen to the following dialogues and match them to the correct pictures. Now name the characters in each scene.

19. Conversation B: V: Good morning. I’m Marcelo Simone. I have an appointment with Mr. Norton S: It’s very nice to meet you, Mr. Simone. I’m Mr. Norton’s secretary. V: Nice to meet you, too. S: Come on in, please. Mr. Norton, this is Mr. Simone. M: How do you do? V: How do you do? Conversation A: V: Good morning. My name’s Richard Dale. S: Mr. Dale? How do you do? I’m Mr. Jensen’s secretary. V: How do you do? S: Could you wait a few seconds, please? I’ll tell Mr. Jensen you’re here. Conversation C: V: Good afternoon. I’m Pamela Harrison. I have an appointment with Mr. Hall. S: Good afternoon, Miss Harrison. Mr. Hall will see you in a minute. Can I take you coat? V: Yes, please. Thank you Conversation D: V: Good morning. I’m Paul Fitzgerald. Mr. Hall is waiting for me. S: I’m afraid Mr. Hall is in a meeting at this moment, but it won’t take long. Take a seat, please. V: Thank you. S: Would you like a cup of coffee while you wait? V: I’d love on! Thank you.

20. TASK 2: Small Talk 5.2 Listen and Select the answer from below • What would you like to drink? • May I offer you something to drink? • How about a cup of tea while you wait? • Would you like a cup of coffee? • Can I get your something to drink? • A cup of coffee for me, please. • With a dash of milk. • A cup of tea, please. • No, thank you. • I’d love one. • Only if it’s not too much trouble for you

21. TASK 3: Let’s practice! 5.4 Listen to the following conversations. Where are the visitors from? Conversation A S: And what was the weather like when you left? V: Sunny, but windy. S: Was it cold? V: Yes, a bit colder than here.

22. TASK 3: Let’s practice! 5.4 Listen to the following conversations. Where are the visitors from? Conversation B S: Are you in mid winter there? V: Yes. And this winter has been extremely cold. S: Does it snow? V: Quite a lot!

23. Cultural awareness“Meeting and Greeting” When meeting and greeting people we generally use certain fixed expressions that go with certain gestures, such as shaking hands or kissing. Some Europeans, for examples, kiss on both cheeks when they meet. Brazilians kiss three times and in some other Latin American countries people usually kiss on one cheek when they meet. In English-speaking countries people shake hands only when they meet for the first time, and they don’t usually kiss when they greet.

24. Task 4 (Workbook) Nice to meet you too, Mr. Billings How do you do? Pleased to meet you. Good to meet you to, Mr. Drysdale.

25. Task 4 (Workbook)

26. Reference • Toselli, M., & Millán, A. M. (2008). English for Secretaries and Administrative Personnel. McGraw-Hill Education (Asia). • Pearson Higher Education. (2011). Office Procedures for the 21st Century, [online]