Other Oral Communication Situations: Receptionist's Tasks & Conversations BBS 2nd Year Business Communication

 

Other Oral Communication Situations

Presentations, speeches, and telephone calls are no doubt the most visible and common forms of formal oral communication. However, there are several other common oral communication situations such as the tasks of a receptionist, conversations, and interviews. Briefings and meetings are other forms of oral communication. This section briefly discusses the nature, and processes of these situations including the skills required for them to be effective.

Receptionist’s Tasks

A receptionist is a person who greets visitors, answers phone calls, and handles administrative tasks in an office or organization. They are often the first point of contact for clients, customers, and other visitors, and play a crucial role in creating a positive impression of the organization. A receptionist should possess a friendly and professional demeanor, excellent communication skills, and the ability to multitask effectively. A receptionist should strive to control their emotions, especially in professional settings. Maintaining a calm and composed manner is important for providing excellent customer service and creating a positive impression of the organization. While it's natural to experience a range of emotions, a receptionist should be able to manage them effectively and remain professional at all times, even in challenging or stressful situations. This helps ensure that interactions with clients, customers, and other visitors are handled with courtesy and professionalism. 

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Receptionists should be organized, reliable, and able to handle pressure in a fast-paced environment. Special qualities required for this post include patience, empathy, and the ability to remain calm and composed in stressful situations. Special tasks of a receptionist include:

a.      Greeting Visitors: Receptionists are responsible for welcoming visitors to the office, providing them with information, and directing them to the appropriate person or department.

b.     Answering Phone Calls: Receptionists answer incoming phone calls, take messages, and transfer calls to the appropriate person or department.

c.      Handling Mail: Receptionists may be responsible for sorting and distributing mail, as well as coordinating courier services.

d.     Scheduling Appointments: Receptionists schedule appointments for clients or customers and manage the appointment calendar for the office.

e.      Maintaining Reception Area: Receptionists ensure that the reception area is clean, organized, and welcoming for visitors.

f.       Administrative Support: Receptionists provide administrative support to the office, such as filing, photocopying, and data entry.

g.     Handling Inquiries: Receptionists handle inquiries from clients, customers, and other visitors, and provide information or assistance as needed.

Conversations

A conversation in business communication refers to an exchange of ideas, information, or opinions between two or more parties to achieve a mutual understanding or reach a decision. Conversations can take place in various forms, including face-to-face interactions, telephone calls, video conferences, or written exchanges. Face-to-face conversations allow for visual cues and body language, which can enhance communication and build rapport. Telephone conversations rely solely on verbal communication, which can sometimes lead to misunderstandings. However, telephone conversations can be more convenient and efficient for quick exchanges. Conversations in business communication can be informal and unplanned, such as impromptu discussions between colleagues or informal chats during breaks. While these conversations may not be structured, they can still be valuable for building relationships and exchanging information.

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Conversations play a crucial role in business communication by facilitating the exchange of information, building relationships, and resolving issues. They help create a positive work environment and can lead to more effective collaboration and decision-making. Conversations can provide a space for discussing sensitive, controversial, and emotional issues respectfully and constructively. Participants can express their views, listen to others' perspectives, and work towards finding common ground or solutions.

Participants in a conversation play various roles, including speaker, listener, questioner, and responder. Each participant has a responsibility to communicate clearly, listen actively, and contribute to the overall effectiveness of the conversation. Being an active and engaged participant can help ensure that the conversation is productive and achieves its intended goals.

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