مملكة البحرين وزارة التربية والتعليم مدرسة خولة الثانوية للبنات

1. مملكة البحرين وزارة التربية والتعليم مدرسة خولة الثانوية للبنات موضوع الدرس: Receptionإعداد: أ/ نور فلامرزيالمستوى الثاني – العلوم التجاريةالمرحلة الثانويةادر1113 تجر 1للعام الدراسي 2018/2019م

2. Starter Activity

3. النّشاط الاستهلاليّStarter Activity- Aim of the starter : to extract the topic of the lesson. Instructions: From the video displayed, identify what will be the topic of the lesson

4. MINISTRY OF EDUCATION KHAWLA SECONDARY GIRLS SCHOOL COMMERCE DEPARTMENT Problems in the reception area

5. What do you think will the objectives be? What will be discussed in today’s lesson?

6. Objectives The student should be able to : : الهدفالأوّل: to categorize the problems in reception area. الهدفالثّاني: to predict the types of callers group.

7. المهارات الأساسيّة- المصطلحات –المفاهيمBasic skills-terminology-concepts • Problems in reception area. • Types of callers.

8. الهدفالأوّل: to categorize the problems in reception area. • Instructions • The teacher will display a question and distribute a paper work to each group. • Using the mind map strategy, the students should summarize the topic highlighted to them by the teacher by referring to the textbook. • After completing, using the feedback strategy, each group should move to the different groups to recognize the topic. • The teacher will finally follow up with the students by displaying the topic through the slide show.

9. الهدفالأوّل: to categorize the problems in reception area. ACTIVITY: Q- Summarize the topic highlighted by the teacher by referring to the textbook.

10. الهدفالأوّل: to categorize the problems in reception area. • Dealing with unexpected visitors: • Attempt to solve the problem. • Deal with the problem by giving a positive image of your self and your company. • Dealing with difficult visitors: • Always be diplomatic. • Accept the visitor problem as a challenge. • Make a positive impression on the visitor . • Dealing with complaining visitors: • Listen and note down customer complain. • Give apology or explanation. • Pass the complaint to the relevant person or department.

11. الهدفالأوّل: to categorize the problems in reception area. • Instructions • The teacher will display the questions. • Students should write the answers by themselves in the paper distributed by the teacher. • The answers will be displayed by the teacher. • Students should correct their answers by themselves. • Be aware of the time specified.

12. الهدفالأوّل: to categorize the problems in reception area. • Activity 1: True or False Questions Written Self- assessment

13. الهدفالأوّل: to categorize the problems in reception area. • Activity 1: True or False Questions Written Self- assessment

14. الهدفالثّاني: to predict the types of callers group. • Instructions • The teacher will display a question and distribute a paper work to each group. • Using the mind map strategy, the students should summarize the topic highlighted to them by the teacher by referring to the textbook. • After completing, using the feedback strategy, each group should move to the different groups to recognize the topic. • The teacher will finally follow up with the students by displaying the topic through the slide show.

15. الهدفالثّاني: to predict the types of callers group. ACTIVITY: Q- Summarize the topic highlighted by the teacher by referring to the textbook.

16. الهدفالثّاني: to predict the types of callers group. • 1-Callers with appointment include • Applicants to be interviewed. • Sales representative. • Businessmen. • 2-Callers without appointment: • People enquiring a job. • Customer with complaint. • Sales representatives. • 3-Regular callers without appointment: • Postmen • Delivery men • Cleaner • People delivering letters/ parcels. 4-Unexpected callers without appointment.

17. الهدفالأوّل: to categorize the problems in reception area. • Instructions • The teacher will display the questions. • Students should write the answers by themselves in the paper distributed by the teacher. • The answers will be displayed by the teacher. • Students should correct their answers by themselves. • Be aware of the time specified.

18. الهدفالأوّل: to categorize the problems in reception area. • Activity 2: MCQ 1-Sales representative may be a: a-Caller with appointment b-Caller without appointment c-Regular caller without appointment 2-Postmen, Cleaner and messengers are: a-Caller with appointment b-Caller without appointment c-Regular caller without appointment 3-Callers without appointment include: a-Customer with complaint. b-Cleaner and messengers Written Self- assessment

19. الهدفالأوّل: to categorize the problems in reception area. • Activity 2: MCQ 1-Sales representative may be a: a-Caller with appointment b-Caller without appointment c-Regular caller without appointment 2-Postmen, Cleaner and messengers are: a-Caller with appointment b-Caller without appointment c-Regular caller without appointment 3-Callers without appointment include: a-Customer with complaint. b-Cleaner and messengers Written Self- assessment

20. Challenge Question In your opinion: Why should receptionist deal with different visitors? Justify your answer?

21. Final Plenary

22. Final Plenary Instruction: • The teacher will display a score sheet to each student. • The questions will be displayed by the teacher. • Each student should answer by highlighting the answer by coloring the circle (●) –(by this way)under the option chosen. • Be aware of the time specified.

23. Choose the right answer 1- Problems in reception area include A- Dealing with unexpected visitors B- Dealing with difficult visitors C-Dealing with complaints D- All of the above 2- Listening and noting the visitors complaints is included under A- Dealing with unexpected visitors B- Dealing with difficult visitors C-Dealing with complaints 3- Customers who have come to complain about the firm’s good is considered as a caller without appointment. A- True B- False

24. Check your answers 1- D 2- C 3- A

25. Homework Choose one of the following: • *Solve the question (WB- page 31, Q10) • **In your opinion, are there any negative aspects of being a receptionist. Justify • ***Choose one of the following problems and find from the internet how receptionist must deal with that type of visitor in a detailed way.

26. SOURCES • Text Book • تفعيل الأدوات الرقمية