1

1. Tasks

Task 1 People are phoning the Receptionist at the School Board to request an application form for the Enhanced Language Training Program for Educators. One person asks what Canadian Language Benchmark (CLB) requirements are needed to apply. Look at the Program Brochure. Highlight the information on the Program Brochure.Reading

Receptionists read notes from supervisors explaining job tasks

or giving instructions.

ReceptionistInterview Schedule

Receptionists greet people arriving at offices, hospitals and other establishments, direct visitors to appropriate person or service, answer and forward telephone calls, take messages, schedule appointments and perform other clerical duties. They are employed by hospitals, medical and dental offices and throughout the public and private sectors. Telephone operators are included in this group. To learn more about this occupation, click here.

Program Brochure

NOC 1414 – Receptionist

Essential Skills Focus1 2 3

■ ■ ■Reading Document Use ■ ■ ■

Oral Communication ■ ■ ■

Problem Solving ■ ■ ■

Applicant Fax

Applicant E-mail

Interview Process

Interview Timetable

Voicemail

2

Task 2 The Receptionist books interview times for program applicants. Look at theInterview Timetable and Process and Applicant Correspondence documents#1 and #2.

Select a time from the Interview Timetable for the two applicants who havesubmitted their completed applications. Add their names to the Interview

Timetable.Document Use

Task 3 The Receptionist receives a faxed application from Doru Dinescu. Usuallyinterview times are set up by e-mail.

a) How can the Receptionist contact the applicant?Problem Solving

b) What information should the Receptionist provide Dora Donescu?When you are ready, record your response.

Oral Communication

Task 4 The Receptionist books interview times for applicants who submit theircompleted application forms for the Enhanced Language Training Programfor Educators (ELTE). Look at the Interview Timetable and Process andApplicant Correspondence documents.

Listen to the voicemail in AUDIO 3. After listening to the voicemailmessage from Doru, the Receptionist leaves a message for him on hisanswering machine with a new interview meeting time. What should theReceptionist say? Remember to mention the required documents to bringfor the interview. Oral Communication

Receptionists book appointments.

Receptionists book appointments and speak to clients on the phone.

Receptionist

3

Waterloo Region District School Board: Reprinted with permission.

NOC 1414 – Receptionist

Program Brochure

4

Correspondence from Enhanced Language Training for Educators(ELTE) Applicants

Applicant #1: E-mail Received from Lily Li

February 5, 2017 1:15:35 PM

From: Lily Li

Subject: ELTE Application

To: Teesha Petker

Dear Ms.Petker,

Attached is my application form for the Enhanced Language Training forEducators. Thank you. Have a nice day.

Lily Li

NOC 1414 – Receptionist

Applicant E-mail

5

Correspondence from Enhanced Language Training for Educators(ELTE) Applicants

Applicant #2: Fax Received from Doru Dinescu

FAX COVER SHEET

From: Doru Dinescu To: Teesha Petker, Office Receptionist Phone: 519-222-2121 Phone: 519-570-0300 ext. 4220Fax: 519-222-2222 Fax: 519-742-1364

Pages (including Fax Cover Sheet): 4 Re: Enhanced Language Training for Educators Application

Date: February 16th

Description:

Hi,

Since I have come to Canada my long-term goal was to become a teacher. I have experience in this field but as Imentioned, I was afraid about the length of the process. I am going to start the registration process with the OntarioCollege of Teachers as soon as possible.

If this program will help me to find a job in a school as a teacher or as a teacher’s assistant, I am going to focus in theeducation field. Attached is my completed application form.

Sincerely,

Doru Dinescu

NOC 1414 – Receptionist

Applicant Fax

6

Enhanced Language Training for Educators Program

Interview Process (March 5th or 7th ) Instructions for Receptionist, Teesha Petker:

1. Receive applicant’s completed form.2. E-mail applicant with an interview time (see e-mail response template below)

requesting him/her to bring the three documents listed below.3. Add name of applicant on the Interview Timetable (see below).4. Send completed Interview Timetable to Enhanced Language Training for

Educators (ELTE) team by Friday of next week.

E-mail Response Template

Subject Heading: Enhanced Language Training for Educators Meeting Time

Dear (name of applicant):

Thank you for your application to the Enhanced Language Training for Educators Program.We look forward to meeting you on Monday, March 5th at _______ (or Wednesday, March 7th

at____________).

If you have the following documents, please bring them for our meeting:

1. Ontario College of Teachers (OCT) – registration #2. Resume3. Canadian Language Benchmarks assessment (most current)

Please confirm through e-mail that you can attend this meeting as soon as possible. If you can’t makethis interview time, indicate an alternate meeting time on March 7th between 3:30 and 6:00 p.m.

Sincerely,

Teesha Petker, Receptionist Office of Partnerships and InnovationWaterloo Region District School BoardPhone: 519-570-0300 ext. 4220Fax: 519-742-1364

NOC 1414 – Receptionist

Interview Process

7

Interview Timetable Monday, March 5

Time Interviews

9:30 a.m. – 10:15 a.m. Ms. Davuluri

10:15 a.m. – 10:45 a.m.

11:00 a.m. – 11:30 a.m.

11:45 a.m. – 12:15 p.m.

12:15 p.m. – 12:45 p.m. LUNCH

12:45 p.m. – 1:15 p.m. Inna Petrova

1:30 p.m. – 2:00 p.m. Zoran Mangovski

2:15 p.m. – 2:45 p.m.

3:00 p.m. – 3:30 p.m. Judy Hu

Interview Timetable Wednesday, March 7

Time Interviews

3:30 p.m. – 4:00 p.m. Parvathi Bhatti

4:00 p.m. – 4:30 p.m.

4:30 p.m. – 5:00 p.m.

5:00 p.m. – 5:30 p.m. Yin Yi

6: 00 p.m. – 6:30 p.m. Claudia Gonzales

NOC 1414 – Receptionist

Interview Timetable

8

Receptionist

2. Answer Key

Task 1 People are phoning the Receptionist at theSchool Board to request an application form forthe Enhanced Language Training Program forEducators. One person asks what CanadianLanguage Benchmark (CLB) requirements areneeded to apply. Look at the Program Brochure.Highlight the information on the Program

Brochure.

Answer Highlight Minimum Language Proficiency

Canadian Language Benchmark (CLB) Level 6 on

the Program Brochure.

Check page 11 for one way to get this answer.

Task 2 The Receptionist books interview times forprogram applicants. Look at the Interview

Timetable and Process and Applicant

Correspondence documents #1 and #2.

Select a time from the Interview Timetable forthe two applicants who have submitted theircompleted applications. Add their names to theInterview Timetable.

Answer Looking at the Interview Timetable for March

5th, Applicant #1 and Applicant #2 could have

interviews times booked for 10:15 – 10:45 a.m.

or

11:00 – 11:30 a.m.

or

11:45 a.m. - 12:15 p.m.

or

2:15 – 2:45 p.m.

Check page 12 for one way to get this answer.

Essential Skills Focus

Reading ①

Document Use ②

Job Task Planning andOrganizing ①

9

Receptionist

Task 3 The Receptionist receives a faxed applicationfrom Doru Dinescu. Usually interview times areset up by e-mail.

a) How can the Receptionist contact theapplicant?

b) What information should the Receptionistprovide Dora Donescu? When you areready, record your response.

Answer a) Decide to call the applicant and tell him the

information instead of e-mailing the

information.

b) Answers will vary. Sample answer

AUDIO 10.

This is (your name) from the School Board

office. I have booked a time for your

interview meeting for the Enhanced

Language Training program for Educators on

March 5th at 11:00 a.m. – 11:30 a.m.

Please confirm if you can attend the meeting

at this time. My phone number is 519-570-

0003 ext. 4220.

Check page 13 for one way to get this answer.

Essential Skills Focus

Problem Solving ②

Oral Communication ①

10

Task 4 The Receptionist books interview times forapplicants who submit their completedapplication forms for the Enhanced LanguageTraining Program for Educators (ELTE). Look atthe Interview Timetable and Process andApplicant Correspondence documents.

Listen to the voicemail in AUDIO 3. Afterlistening to the voicemail message from Doru,the Receptionist leaves a message for him on his answering machine with a new interviewmeeting time. What should the Receptionistsay? Remember to mention the requireddocuments to bring for the interview.

Answer Answers will vary. Sample answer

AUDIO 11.

The answering machine message the

Receptionist leaves for Doru Dinescu:

This is the Receptionist from the School Board

and the Enhanced Language Training for

Educators Program (WHO and FROM WHERE). I

have booked another time for your interview on

March 7th at 4:30 p.m. - 5:00 p.m. (WHY calling).

Please bring the following documents to this

interview meeting:

1. Ontario College of Teachers (OCT) –

registration #

2. Resume

3. Canadian Language Benchmarks

assessment (most current) (Required

information)

Please confirm if you can attend the meeting at

this time. My phone number is 519-570-0003

ext. 4220. (Leave contact information)

Check page 14 for one way to get this answer.

Receptionist

Essential Skills Focus

Oral Communication ②

11

Receptionist

3. Answer Steps

Task 1 People are phoning the Receptionist at the School Board to request anapplication form for the Enhanced Language Training Program for Educators.One person asks what Canadian Language Benchmark (CLB) requirementsare needed to apply. Look at the Program

Brochure. Highlight the information on the Program Brochure.

Answer Highlight Minimum Language Proficiency Canadian Language Benchmark

(CLB) Level 6 on the Program Brochure.

One way to get this answer...

1. Scan Program Brochure using the keywords Canadian Language

Benchmark and minimum.

2. Locate Minimum Language Proficiency Canadian Language Benchmark

(CLB) Level 6.

3. Decide that Canadian Language Benchmark (CLB) Level 6 is theminimum CLB level.

Skill Focus Reading ①

12

Task 2 The Receptionist books interview times for program applicants. Look at the Interview Timetable and Process and Applicant Correspondence

documents #1 and #2.

Select a time from the Interview Timetable for the two applicants who havesubmitted their completed applications. Add their names to the Interview

Timetable.

Answer Looking at the Interview Timetable for March 5th, Applicant #1 and Applicant

#2 could have interviews times booked for 10:15 – 10:45 a.m. or 11:00 – 11:30

a.m. or 11:45 a.m. - 12:15 p.m. or 2:15 – 2:45 p.m.

One way to get this answer...

1. Scan Interview Timetable for available times on March 5th.

2. Locate names from e-mail and fax.

3. Locate any of the available times on the Interview Timetable and add thetwo names of the applicants, Lily Li and Doru Dinescu.

4. For example, decide Lily Li can be booked in the available time at 10:15a.m. – 10:45 a.m. and decide Doru Dinescu can be booked in theavailable time at 11:00 a.m. – 11:30 a.m.

Time Interviews

9:30 a.m. – 10:15 a.m. Ms. Davuluri

10:15 a.m. – 10:45 a.m. Lily Li

11:00 a.m. – 11:30 a.m. Doru Dinescu

11:45 a.m. – 12:15 p.m.

12:15 p.m. – 12:45 p.m. LUNCH

12:45 p.m. – 1:15 p.m. Inna Petrova

1:30 p.m. – 2:00 p.m. Zoran Mangovski

2:15 p.m. – 2:45 p.m.

3:00 p.m. – 3:30 p.m. Judy Hu

Skill Focus Document Use ②

Additional Skills: Job Task Planning and Organizing ①

Receptionist

13

Receptionist

Task 3 The Receptionist receives a faxed application from Doru Dinescu. Usuallyinterview times are set up by e-mail.

a) How can the Receptionist contact the applicant?

b) What information should the Receptionist provide Dora Donescu?When you are ready, record your response.

Answer a) Decide to call the applicant and tell him the information instead of

e-mailing the information.

b) Answers will vary. Sample answer AUDIO 10.

One way to get this answer...

Steps for a)

1. Identify the problem: cannot send applicant response by e-mail.

2. Determine the goal: inform Applicant #2, Doru Dinescu, of his interviewtime.

3. Decide on actions: phone Applicant #2 with information.

4. Set up solutions:

a) Find phone number of applicant from Fax Cover Sheet

b) Phone applicant with time of interview meeting determined from Task 2

Steps for b)

1. Solve the problem:

a) Phone applicant

b) On answering machine, leave message for Applicant #2 with time of interview meeting on March 5th

AUDIO 10This is (your name) from the School Board office. I have booked a timefor your interview meeting for the Enhanced Language Training programfor Educators on March 5th at 11:00 a.m. – 11:30 a.m.

Please confirm if you can attend the meeting at this time. My phonenumber is 519-570-0003 ext. 4220.

Skill Focus Problem Solving ②

Additional Skills: Oral Communication ①

14

Task 4 The Receptionist books interview times for applicants who submit their completed application forms for the Enhanced Language TrainingProgram for Educators (ELTE). Look at the Interview Timetable and Process

and Applicant Correspondence documents.

Listen to the voicemail in AUDIO 3. After listening to the voicemailmessage from Doru, the Receptionist leaves a message for him on hisanswering machine with a new interview meeting time. What should theReceptionist say? Remember to mention the required documents to bring for the interview.

AUDIO 3Hello, this is Doru Dinescu. I am phoning about the Enhanced LanguageTraining Program for Educators. I cannot make the interview time for March5th but I can come on March 6th or 7th, after 4 p.m. Please let me know ifyou can reschedule an interview time for me. My phone number is 519 222-2121.

Answer Answers will vary. Sample answer AUDIO 11.

The answering machine message the Receptionist leaves for Doru Dinescu:

This is the Receptionist from the School Board and the Enhanced Language

Training for Educators Program (WHO and FROM WHERE).

I have booked another time for your interview on March 7th at

4:30 p.m. - 5:00 p.m. (WHY calling). Please bring the following documents to

this interview meeting:

1. Ontario College of Teachers (OCT) – registration #

2. Resume

3. Canadian Language Benchmarks assessment (most current)

(Required information)

Please confirm if you can attend the meeting at this time. My phone

number is 519-570-0003 ext. 4220. (Leave contact information)

Receptionist

15

Receptionist

One way to get this answer...

1. What information is requested?

Doru Dinescu needs another interview time on March 7th AFTER 4 p.m.

2. What information is already provided for the requested information?

Decide there is an available interview time on March 7th at 4:30 p.m. - 5:00 p.m.

3. What further information is needed to respond to the question, andwhere is the information found?

Decide Receptionist must also inform Doru to bring the threedocuments that were outlined in the E-mail Response Template.

4. Research the information and provide the answers.• When the Receptionist hears Doru’s answering machine, identify

WHO and FROM WHERE.• Tell WHY calling – to book another time for the interview for the

Enhanced Language Training Program for Educators on March 7th at 4:30 p.m. - 5:00 p.m.

• Include required information for the interview meeting - Could you please bring the following documents to this interview meeting:1. Ontario College of Teachers (OCT) – registration # 2. Resume3. Canadian Language Benchmarks assessment (most current)

• Leave contact information so the person can confirm meeting time.

Skill Focus Oral Communication ②

Additional Skills: Document Use ①, Job Task Planning and Organizing ①