Task 5

Instructions: The following task is to be submitted to your teacher in one of the two ways described below.

To return work by email

To return work by mail

To save and finish later

This task will present different situations an office worker might face when establishing contact with a client. The focus will be on the effective communication skills and the tips on effective communication.

Scenario 1

 

Mrs Volpato arrives in reception slightly flustered. She missed her bus and is now late for her appointment. She speaks English with a strong Spanish accent and you are having difficulty communicating effectively with her. Write an extended dialogue that begins with Mrs Volpato's arrival and finishes with a successful outcome for Mrs Volpato.

Scenario 2

 

The accounts assistant, Janet Posey, is checking with you about some entries in the Cash book. She is concerned about some figures that have been changed but not initialled. Meanwhile, a courier arrives with an urgent delivery and a delivery docket that needs signing. Then the phone rings (!!) and you also catch sight of a client coming through the door for their 10 o'clock appointment.

 

 

This is the last exercise for Topic 4. Now try Topic 5.