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Role plays
Working in pairs, act out the following situations in order to demonstrate your understanding of this competency.
- You are the office manager of a manufacturing company.
A new receptionist is starting today and it is your job to
introduce her to the staff (of 5) and explain what their
roles are in the business. You point out that it is
important for him/her to remember who does what so that
phone calls can be put through to the correct person.
- You are the receptionist. James Fry calls to speak to
the accounts person, Susan. You find that Susan’s
line is busy.
- The company you work for has decided to conduct a
survey of all the people who ring the office during a
certain week. Devise a questionnaire of five questions,
comprising open, closed and reflective questions regarding
the service/product range of the business. Ask these
questions to Fred Craig who is the first person to phone
the business that particular week.
- During the survey week, a number of callers have
identified one worker as brash when answering phone
enquiries. As office manager, it is your job to speak to
this person and outline the correct telephone etiquette
that is required when answering enquiries.
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