Unit 4

Receiving Visitors

In a big company, organization, or well-organized government office, there’s

usually an information section, or reception area, where receptionists are ready to help

visitors. For some smaller companies, the secretary is also a receptionist, as well.

When receiving visitors, the first important step is greeting them and finding out who

they are and what they want. Sometimes it’s necessary to offer them a seat or a cup of

coffee. Small talk is a short conversation about the flight, the weather or other common

topics that put the visitors at ease and also plays an important role in your company’s

relationship with your client. Many times, visitors need accurate directions for finding

their way around the office. The receptionist may send the visitor to the right

department, or she may take the visitor there herself.

Get Started Discussion

Figure 4.1 Secretary’s Work

Source: Office Skills (Online), 2005

Discuss with your partner.

1. Where are these people?

2. Who are they?

3. What are they doing?

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4.1 Greetings and Identification

When receiving visitors, the first important step is greeting them and finding out

who they are and what they want. The visitors will usually mention their names and the

name of the company that they work for.

Listening

Listen to the conversations that take place at an office and repeat after the

tape. Pay attention to the pronunciation and rhythm.

Conversation 1

Conversation 2

Secretary: Good morning, sir. What can I do for you?

Visitor: Good morning. My name is Paul Phillips, from Swanson Inc.

May I speak to Mr. William Smith?

Secretary: I’m sorry, sir. Mr. Smith isn’t in.

Secretary: Good morning, sir. May I help you?

Visitor: Good afternoon. I’d like to see Miss Geraldine Robinson.

Secretary: Your name, please?

Visitor: Albert Morrison, from Edison Steel Co.

Secretary: Just a moment, Mr. Morrison. I’ll see if she can meet with you right

now.

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Language Focus

This is the normal conversation pattern for receiving a visitor.

VISITOR SECRETARY

1. Formal Greeting Expression 1. Greeting a Visitor

Secretary: Good morning, sir. What can I do for you?

Good afternoon, Miss. Could I help you?

How do you do, Madame? May I help you?

How can I help you?

Can I be of assistance to you?

Visitor: Good morning, I’d like to speak/talk to the manager.

Good afternoon, could I meet Mr. Simpson?

How do you do? May I see Mr. Robinson?

2. Asking a Visitor’s Name

Secretary: May I have your name, please?

Your name, please?

Could you give me your name, please?

Who shall I say would like to see him?

Greet the visitor.

Offer help. Answer the greeting.

Request something.

Ask for details: name,

company, number, etc. Give requested information.

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Visitor: My name’s Smith. Tony Smith from Olympia.

I am Wilma. Wilma Vanetta from Avon.

Mars. Mrs. Mars from IBM.

2. Less Formal Expression

When receiving a visitor that the secretary already knows, less formal

expression may be used that is more friendly.

Secretary says:

1. Hello, Mitree What are you doing

How come you are here?

Why are you

2. How’s your family?

your life going?

your business doing?

3. No, my boss should be able to see you in a minute.

with you shortly.

very soon.

4. Could you sit down for a while?

have a seat

5. You’re looking pretty smart today.

great!

good!

6. It’s been a while since we last saw you.

you visited us.

you came around.

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Listening

Exercise 1 – Greeting the visitors

Listen to the conversations. Fill in the missing information. Then, practice them

with your classmates.

Conversation 1

Secretary: Good morning, sir. What can I do for you?

Visitor: Good morning, can I talk to Mr. ________ _________(1)?

Secretary: I’m afraid Mr. _______(2)is _________(3)_ at the moment.

Your name, please?

Visitor: _______ ________(4).

Conversation 2

Secretary: Good morning, sir. May I help you?

Visitor: Good morning, could I see Mr. _____________(1)?

Secretary: May I have your name, please?

Visitor: _____ _________(2), from ____ ________ _________(3).

Speaking

Exercise 2 – Role play

Complete this conversation and take turn to be visitor and secretary.

Visitor: Excuse me. Can I talk to ……. …………………..?

Secretary: I’m afraid …………………….. Your name, please?

Visitor: …………………. from …………………...

Secretary: Would you like to wait, …………….?

…… …..will be available shortly.

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4.2 Asking about Appointments

After greeting a visitor that comes to your office, the secretary or receptionist

needs to ask about an appointment. Often a visitor will have an appointment to meet

someone in the company, but sometimes they do not.

Listening

Listen to the conversations that take place at an office. Pay attention to the

pronunciation and rhythm.

Conversation 1 – A Visitor with an Appointment

Figure 4.3 A Visitor with an Appointment 1

Conversation 2 – A Visitor with an Appointment

Secretary: Good morning. How can I help you?

Salesperson: Good morning. I’m from Top Office Supply Company.

Secretary: Do you have an appointment with someone?

Salesperson: Yes, I have an appointment with Mr. Baker at 10:15.

Secretary: Please have a seat. I’ll check to make sure he’s in.

Salesperson: I’d appreciate that.

Secretary: Good afternoon, Sir. What can I do for you?

Visitor: Good afternoon. I’m Jim Goodman from AIA.

I’ve got an appointment with Mr. Simpson.

Secretary: I’m afraid Mr. Simpson is still in a meeting, Mr. Goodman.

If you’d like to take a seat for a few moments.

Visitor: Thank you.

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Secretary: Good morning. May I help you, Sir?

Visitor: Good morning. Could I speak to Mr. Simpson, please?

Secretary: Have you got an appointment, sir?

Visitor: No, I’m afraid I haven’t.

Secretary: May I have your name, please?

Visitor: Yes, my name’s Smith, Tony Smith from Olympia.

Secretary: Just a moment please, Mr. Smith.

Visitor: Thank you.

………………………………..

Boss: Hi, this is Mr. Simpson.

Secretary: Mr. Smith from Olympia is here to see you, sir.

Boss: Show him in, please.

………………………………….

Secretary: Excuse me, Mr. Smith?

Visitor: Yes, …?

Secretary: Mr. Simpson will see you now sir, if you’ll just come with me.

Visitor: Thank you.

Conversation 3 – A Visitor without an Appointment

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Language Focus

This is the normal conversation pattern for receiving visitors with or without

appointments.

SECRETARY VISITOR

1. Asking about an Appointment

Secretary: Do you have an appointment, sir?

Have you got an appointment, Miss?

Is Mr. Simpson expecting you, Ma’am?

Do you have an appointment with someone?

Do you have a meeting scheduled with someone?

Are you scheduled to meet him today?

Did you make an appointment?

Who do you have the appointment with?

Visitor: Yes, I have an appointment with Mr. David at 10:15.

No, I’m afraid, I don’t.

No, I’m afraid, I haven’t.

No, I’m afraid, he isn’t

Ask about an appointment. Give requested information.

Check customer’s information.

Establish with your manager whether

and when to allow drop-in visitors.

Announce the visitor’s appointment.

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Secretary: Please, have a seat. I’ll go/see/ check to make sure he’s in.

Wait a minute, please. I’ll let her/him know you’re here.

Take a seat, please. I’ll see if she can see you now.

2. Establishing with Your Manager Whether and When to Allow Drop-in Visitors

Secretary: Mr. Baker, we have a visitor/ a guest. May I send him in?

Mr. Smith from Spencer Group would like to speak with you, sir.

Miss Maria from Land & House Ltd. is here to meet you, sir.

Mrs. Jensen from Gateway Printing is here to see you, sir.

Manager: Send him in, please.

Show her in, please.

Please tell her to wait for a few minutes.

3. Announcing the Visitor’s Appointment

Secretary: Excuse me, Mr. Richmond?

Excuse me, Miss Lora?

Visitor: Yes?

Secretary: Mr. Simpson will see you now, if you’ll just follow me, sir.

The manager will receive you now, if you’ll just go with me, Miss.

He is ready to see you now. Please come this way.

Visitor: Thank you.

4. Saying the Person Isn’t Available at the Moment

Visitor: My name is Mrs. Vanetta from Avon. I’ve got an appointment with

the manager.

I’m Jim Goodman from AIA. Mr. Simpson is expecting me.

Secretary: I’m sorry, but the manager is just on the telephone at the moment.

If you’d like to wait for a few minutes.

I’m afraid Mr. Simpson is still in a meeting, if you’d like to take a seat for

a moment.

I’m afraid he has not come back from lunch yet, if you’d like to leave a

message.

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I’m afraid he has already gone home, if you’d like to come back later or

you’d like to make a new appointment.

5. Offering to Pass the Message

Secretary: I will be happy to tell the manager.

I will be happy to pass along the message.

I will be happy to give notice of your visit.

Visitor: Thank you.

Receiving visitors start from secretary’s greeting the guests, but it is possible

that the visitor will inform the secretary as follows.

Conversation 1

Conversation 2

Conversation 3

Visitor: Good morning. My name is Paul Phillips. May I speak to

Mr. William Smith?

Secretary: I’m sorry, sir. Mr. Smith isn’t in. What can I do for you?

Visitor: Excuse me. Can I talk to Mr. James Harrison?

Secretary: I’m afraid Mr. Harrison is in a meeting at the moment.

Your name, please?

Visitor: Paul Phillips.

Secretary: Would you like to sit down, Mr. Phillips? Mr. James will be

available shortly.

Visitor: Good afternoon. I’d like to see Miss Geraldine Robinson.

Secretary: Your name, please?

Visitor: Albert Morrison.

Secretary: Just a moment, Mr. Morrison. I’ll see if she can see you

right now.

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Listening

Exercise 1 – Visitor in Different Situations

Many people visit the company with different purposes. Some have advanced

appointments, some haven’t. Sometimes they are regular clients who are well known to

the company. Study the following conversations and pay attention to the pronunciation,

rhythm and stress.

Listen to the conversations and fill in the missing information. Then, practice

them with your classmates.

Conversation 1 – A Visitor is Early or Late for Arrival

Secretary: Good morning, sir.

Guest: Good morning. Let me introduce myself. I’m _______

__________1_ from the PRO Company in _________2__.

I have an appointment with Mr. Chakrit at ________3

and I’m sorry I’m a little early.

Secretary: It’s all right, Mr. ______________4_. Please take a seat.

Mr. Chakrit can’t see you at the moment. He’s busy

until _______5_. In the mean time, would you like a cup

of coffee or tea?

Guest: Coffee, please.

Secretary: How do you like your coffee?

Guest: Black with ____ ______6_.

Secretary: Just a moment, please.

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Conversation 2 – A Guest Arriving Late

Conversation 3 – A Visitor a Secretary Knows Well

Secretary: Good morning, madam.

Guest: Good morning. I have an appointment at ____1 o’clock.

Secretary: Who do you have the appointment with, madam?

Guest: Oh, with Khun ____________2. Sorry for being late. There

was a lot of traffic.

Secretary: It‘s no problem, madam. I’ll see if she can see you now.

Please _______ ____ ________3.

Guest: That’s very kind. Thank you.

Secretary: Madam, she can meet you now. Please come with me.

Would you like some tea or coffee?

Guest: ________4_, please.

Secretary: Just a minute, madam.

Secretary: Hello, Maitree! What are you doing here?

Mitree: I have an appointment with _______ _____1_.

Secretary: How is your _________2_?

Mitree: They are doing _______3_. Will I have to wait long?

Secretary: No, _____ ______4__ should be able to see you shortly.

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Conversation 4 – Refusing a Visitor who doesn’t have an Appointment

Exercise 2 – Listening Comprehension

Listen to the tape and answer the questions that follow.

Conversation 1

1. Has the secretary met the visitor before?

2. Who is Mr. Hill?

Conversation 2

3. Who is Mr. Gardiner?

4. Who is Mr. Adam?

Visitor: Good morning. I’m John Stone.

Secretary: Mr. Stone? How do you do? I’m Mr. Hill’s secretary.

Visitors: How do you do?

Secretary: Could you wait a few seconds, please? I’ll tell Mr. Hill that you’re here.

Visitor: Good morning. I’m Dale Gardiner. I have an appointment

with Mr. Adam.

Secretary: It’s very nice to meet you. Mr. Gardiner. I’m Mr. Adam’s

secretary.

Visitor: Nice to meet you too.

Secretary: Come on in, please. Mr. Gardiner, this is Mr. Adam.

Mr. Adam: How do you do?

Journalist: I am a journalist for the _______________1, could your boss

possibly give me a few minutes?

Secretary: I’m very sorry but he is booked the rest of this ________2_,

and he doesn’t like to give ___________3_.

Journalist: Can I arrange an appointment then?

Secretary: Leave ___________4_ and I will call you back ________5__.

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4.3 Office Hospitality

Listening

Offering a seat, something to drink or another small favor is a culturally warm

welcome to guest who visits the company. Listen to the following conversations and

repeat after the tape.

Conversation 1

Conversation 2

Visitor: Good morning. I’m Eric. Mr. Jackson is waiting for me.

Secretary: I’m afraid Mr. Jackson in a meeting at this moment, but it

won’t take long. Take a seat, please.

Visitor: Thank you.

Secretary: Would you like a cup of coffee while waiting?

Visitor: I’d love one. Thank you.

Visitor: Good morning. May I see Mr. Jackson?

Secretary: Do you have an appointment, sir?

Visitor: I’m sorry, I didn’t know…..

Secretary: May I have your name, please?

Visitor: Richard Logan, from King Ltd.

Secretary: I’ll see if he’s available at the moment, Mr. Logan.

Would you like to take a seat?

Visitor: Oh, yes. Thank you.

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Conversation 3

Visitor: Good afternoon. I’m Sandra Cariya. I have an appointment

with Mr. Jackson.

Secretary: Good afternoon Miss Cariya. Mr. Jackson will see you in a

minute. Can I take your coat?

Visitor: Yes, please. Thank you.

Conversation 4

Secretary: Please have a seat, Mr. Pichai. Mr. Baker will be along shortly.

Mr. Brown: Thank you.

Secretary: Would you like something to drink, coffee or black tea?

Mr. Brown: Yes, I’d like some coffee, please.

Secretary: Cream and sugar?

Mr. Brown: Just sugar, please.

Language Focus These are some expressions commonly used when offering something to a

visitor.

Offering

Secretary: Would you like to take a seat?

Would you like some coffee/ tea/ cream and sugar/ green tea?

Would you like a cup of coffee while waiting?

Can/ May I take your coat?

May I offer you something to drink?

Can I get you something to drink?

What would you like to drink…?

How about a…?

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Visitor: Thank you.

Secretary: You’re welcome.

Don’t mention it.

Not at all.

Exercise 1 Listen to the following exchanges. Repeat after the speaker.

1. Would you like a cup of coffee?

I’d love one.

2. What would you like to drink?

A cup of tea, please.

3. May I offer you something to drink?

A cup of coffee for me, please. With a dash of milk.

4. Can I get you something to drink?

No, thank you.

5. How about a cup of tea while you wait?

Only if it’s not too much trouble for you.

Writing

Exercise 2 – Welcoming a Visitor

You are a secretary welcoming a visitor. Work with a partner and write a

conversation with small talk about office hospitality. Then practice the conversation

together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

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4.4 Small Talk

If the situation allows for starting up short conversations, it’s a good idea to do

it after greetings and introductions. Small talk is light conversation on unimportant or

non-serious subjects. The topics are supposed to be of general interest, nothing too

personal. Some typical topics for small talk are: the trip, accommodation, the weather,

the native country, and the host country.

4.4.1. The Flight

One of the topics may be the trip or the flight when starting up a short

conversation with a visitor who has just arrived.

Listen to the following conversations and study the way that the two people converse.

Conversation 1

Secretary: How do you do, Miss Godley? How was the flight?

Visitor: Fine.

Secretary: Was it a direct flight?

Visitor: Yes, I usually travel direct.

Conversation 2

Secretary: Nice to meet you, Mr. William. Did you have a nice trip?

Visitor: Yes, thank you.

Secretary: Do you like traveling by plane?

Visitor: Not very much, I’m afraid.

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Conversation 3

Language Focus

Secretary: How was the flight?

Visitor: It was fine.

Not bad.

It was rather long.

It stopped twice for about an hour.

There was an awful thunderstorm.

There was a very long stop in …

I had to change planes twice.

The flight was delayed.

Too long as usual.

Exercise 1

Match the questions on the left with the answers on the right.

_______1. Did you have a good trip? a) About two hours and a half.

_______2. How was the flight? b) Fine.

_______3. How long did it take you to get here? c) No, it stopped in Brussels.

_______4. Do you like traveling by plane? d) Not very much.

_______5. Was it a direct flight? e) Not very good, I’m afraid.

Secretary: And how was the flight?

Visitor: Too long, I’m afraid.

Secretary: How long did it take?

Visitor: About fourteen hours.

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Writing

Exercise 2 – Small Talk about a Flight

You are a secretary welcoming a visitor. Work with a partner and write a

conversation with small talk about the visitor’s flight. Then practice the conversation

together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

4.4.2. The Weather

Talking about the weather is also a very common topic of conversation.

Listen to the following conversations from the tape, and study the way the two people

converse.

Conversation 1

Conversation 2

Secretary: And what was the weather like when you left?

Visitor: Sunny but windy.

Secretary: Was it cold?

Visitor: Yes, a bit colder than here.

Secretary: Are you in mid-winter there?

Visitor: Yes. And this winter has been extremely cold.

Secretary: Does it snow?

Visitor: Quite a lot!

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Conversation 3

Language Focus

Secretary: What is the weather like in…?

Visitor: It’s getting cold.

It’s about to snow.

It’s cold as usual.

It’s raining heavily.

It’s nice and bright.

It’s fairly mild.

It’s 5° below zero.

It’s cold and cloudy in winter.

It’s rainy, wet and humid in fall.

It’s pretty warm in spring.

It’s hot during the day, cold in the evening.

Secretary: And what was the weather like in Perth this morning?

Visitor: Pretty cold, I’m afraid.

Secretary: But it’s such a beautiful place.

Visitor: Yes, I agree. It’s beautiful, but cold especially at this time of

the year.

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Exercise 1 – Talking about the Weather

Answer the following questions. Then compare your answers with your classmates.

1. What’s the weather like in your hometown at present?

_____________________________________________

2. What’s the weather like in summer/in winter?

_____________________________________________

3. What season of the year do you like most? Why?

_____________________________________________

4. Does the weather influence your mood?

Do you find cold weather sad and depressing?

_____________________________________________

5. When’s the best time to visit your country?

______________________________________________

Writing

Exercise 2 – Small Talk about the Weather

You are a secretary welcoming a visitor from overseas. Work with a partner and

write a conversation with small talk about the weather in Thailand. Then practice the

conversation together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

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4.4.3. Hotel Accommodations

Accommodation is another good topic when talking to visitors who are staying

at hotels

Listening

Listen to the following conversations and study the way the two people converse.

Conversation 1

Language Focus These are some expressions commonly used when talking about

accommodation.

Secretary: Where are you staying?

What is the hotel like?

Visitor: It’s a bit too noisy.

The food is really great.

It has everything I need.

It’s too far from downtown.

There are plenty of facilities.

It’s a small place, but very nice.

It’s overlooking a beautiful park.

The rooms are nice and comfortable.

My room has a splendid view of the bay.

Secretary: Where are you staying?

Visitor: At the Novotel Hotel.

Secretary: Is it comfortable?

Visitor: Yes and it’s very near here actually.

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Exercise 1

Look at the following sentences. They are part of a short conversation about

the hotel where a visitor is staying. Order them into a conversation and write the

conversation in the box below.

Conversation

Secretary: 1_____________________________________

Visitor: 2_____________________________________

Secretary: 3_____________________________________

Visitor: 4_____________________________________

Secretary: 5_____________________________________

Visitor: 6_____________________________________

Secretary: 7_____________________________________

Visitor: 8_____________________________________

a Where are you staying?

b Yes, I think so. The room service is very good.

d Is it far from here?

d On Sukhumwit Road.

e It’s very comfortable.

f And what is it like?

g It’s very far from here actually. It’s in downtown.

h Do you have everything you need?

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Writing

Exercise 2 – Small Talk about Accommodation

You are a secretary welcoming a visitor who is staying a hotel. Work with a

partner and write a conversation with small talk about the visitor’s accommodation.

Then practice the conversation together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

4.4.4. Country or Place of Origin

Talking about other people’s countries and cities is always nice and interesting.

Listening

Listen to the following conversations and pay attention to the pronunciation and stress.

Conversation 1

Secretary: So, Mr. Childers, where are you from?

Visitor: I’m from Vancouver in Canada.

Secretary: Oh really? I have heard that it’s a fascinating place.

Visitor: Yes, it’s very popular with Asian people.

Secretary: But, I have never been there. I hope to get the chance to

go someday.

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Exercise 1 – Talking about a Visitor’s Home Country

Match the questions with the appropriate answer. The first one has been done for you.

a) It’s beautiful. The weather is very nice to me and it’s the largest city in

New Zealand.

b) New Zealand. Have you ever been there?

c) They are very friendly. They like sports and outdoor life.

d) Auckland.

e) It’s very hot at present.

1. Where are you from? ___b___

2. No, never. Which part of New Zealand are you from? _______

3. What is it like? _______

4. What’s the weather like there? _______

5. And what about the people? _______

Writing

Exercise 2 – Small Talk about the Visitor’s Home Country

You are a secretary welcoming a visitor. Work with a partner and write a

conversation with small talk about the visitor’s home country. Then practice the

conversation together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

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4.4.5. Host Country

The visitor’s impressions of the host country can also be an interesting topic of

conversation.

Listening

Listen to the conversation below and repeat after the tape. Pay attention to the

pronunciation and stress.

Conversation 1

Language Focus

Secretary: What do you think about Chiang Mai?

Are you enjoying your visit here?

Visitor: I’d love to, but I’m leaving tomorrow morning.

About a week.

A day and few hours.

Only for a couple of days.

I have to continue my trip to Bermuda.

Yes, it’s my first visit.

Yes. What do you recommend for sightseeing?

No, I have been here many times. I always enjoy it.

Secretary: What do you think about Chiang Mai? Are you enjoying your visit here?

Visitor: Yes, quite a lot. The city is beautiful and the scenery is superb.

Secretary: And what about the people?

Visitor: They are very nice and warm.

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Exercise 1

Supply the appropriate answer to the list of the following questions.

1. Is this your first visit to Thailand?

___________________________________________

2. How long are you planning to stay in our country?

____________________________________________

3. How long are you going to be here?

____________________________________________

4. Are you planning to go shopping or sightseeing?

____________________________________________

5. Have you been to Bangkok before?

____________________________________________

6. Are you planning to visit other cities here?

______________________________________________

Writing

Exercise 2 – Small Talk about the Host Country

You are a secretary welcoming a visitor. Work with a partner and write a

conversation with small talk about the host country (Thailand). Then practice the

conversation together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

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4.5 Getting Directions around the Office Besides greetings and introductions, sometimes visitors need accurate

directions for finding their way around the office. Precise and timely directions may be

of great help to the new visitor. Listen to the following conversations and pay attention

to the pronunciation and stress.

Listening

Listen to the following conversations and pay attention to the pronunciation and stress.

Conversation 1

Conversation 2

Conversation 3

Secretary: Excuse me, Mr. Jackson’s Office, please?

Visitor: You have to go upstairs, sir. It’s the second office to the left.

Secretary: Thanks.

Visitor: You’re welcome.

Visitor: Good morning. Where can I find Mrs. Kingsbury?

Secretary: Keep on walking straight, then turn left. Her office is

next to the photocopy machine.

Visitor: Thank you very much.

Secretary: You’re welcome.

Visitor: Excuse me. I need to photocopy these documents.

Where is the photocopier?

Secretary: It’s right behind the glass door over there.

Visitor: Thank you.

Secretary: Don’t mention it.

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Language Focus These are some expressions commonly used when giving directions.

Secretary: Would you please go to Room … on the … floor?

Would you please take the elevator up to the … floor?

It’s on your left.

on your right.

Please go up to his office. It’s Room … on the … floor.

Exercise 1 – Phrases Used for Directions

Here are some other phrases used for directions. Match each one with the

appropriate picture in the diagram below.

a. Go along b. Go into c. Go through d. Go out

1. 2. 3. 4.

Figure 4.2 Directions

Source: Driscoll & Barrett, 1995, p. 45

Exercise 2 – Giving Directions

Look at the floor plans and give directions to the following places from the

reception area.

Example:

Visitor: Excuse me, the Marketing Manager’s Office, please?

Secretary: Take the elevator to the second floor. His office’s on the left.

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1. Visitor: Good morning. Mr. Hutchinson’s office, please?

Secretary: _________________________________________________

2. Visitor: The Lady’s Room, please?

Secretary: _________________________________________________

3. Visitor: Where’s the Credit Department?

Secretary: _________________________________________________

4. Visitor: Excuse me, where’s the auditorium?

Secretary: _________________________________________________

5. Visitor: The cafeteria, please?

Secretary: _________________________________________________

6. Visitor: Excuse me, Mr. Martin’s office, please?

Secretary: _________________________________________________

Figure 4.3 Plan

Source: Millan and Toselli, 1996.p. 68

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Writing

Exercise 2 - Asking for and Giving Directions

Work with a partner to write a conversation asking for and giving directions to a

place in your university. Then practice the conversation together.

Secretary: __________________. _______________________?

Visitor: _______________________.

Secretary: __________________________________________?

Visitor: ______________________________.

4.6 Review Activities

Writing 1. Answer the questions below. Several answers are possible.

Example: Q: What would you drink? A: A soda, please.

1. Where do you come from?

…………………………………………………………..

2. Where’s the restroom?

………………………………………………………….

3. How was the flight?

…………………………………………………………

4. What was the weather like in New York when you left?

…………………………………………………………

5. Have you been here?

…………………………………………………………

6. How long are you going to stay?

…………………………………………………………

7. May I offer you something to drink?

…………………………………………………………

136

2. Imagine you have to receive a visitor from abroad. Think of an identity for him/her

in terms of:

a. name __________________________________________

b. nationality ______________________________________

c. city ____________________________________________

d. hotel ___________________________________________

Make up a conversation putting into practice what you have learned. Be polite

and helpful. Take turns.

Conclusion

In this unit, how to receive visitors has been presented. The learners have

practiced speaking and listening to the conversations about greetings and

introductions, office hospitality, small talk, giving directions around the office and

warmly welcoming the visitors. They have also written conversations about these topics

and used them for speaking practice.

Follow- up Activities Pair work

1. Talk with a partner about a foreign country or city. Choose a place one of you

knows. Take turns. Don’t forget greetings and introductions.

2. Write the best conversation you’ve had once you have practiced with two or three

different classmates. Include the following topics:

geographical location

the weather

the people

interesting customs

137

References

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Hollett, V. & Duckworth, M. (1997). Business Opportunities. New York:

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Kusumal R.(1992). Communicative Business English. Bangkok: Thammasat

University.

Liesenborghs, Rt. (1992). At the Office. Bangkok: Science Engineering &

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Millan, A. M. and Toselli, M. (1996).On the Job: English for Secretaries and

Administrative Personnel. Singapore: McGraw-Hill.

Office Skill , (2005). Office Skill [Online]. Available HTTP:

http://www.fv2k.co.uk/office_skills courses.htm [2005, May 2].

Taylor, L. (1998). International Express. England: Oxford University.

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Thammasat University.

Yates, J.C. (1992). May I Help You?. Herts, UK: Prentice Hall International.

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