Telephone and Reception Skills Course: Visitors, privacy and accessibility

1. Question 1 of 17

   What should you ask a visitor who arrives at the front desk?

   • ATheir job title and their salary
   • BTheir home address and date of birth
   • CTheir name and who they are here to see
   • DHow they travelled to the building
   Show answer

   Answer: C. Their name and who they are here to see

   You need the visitor's name and their host to sign them in and let the host know. Collect only what you need.

2. Question 2 of 17

   Why do many workplaces ask visitors to sign out when they leave?

   • ASo the log shows who is still inside during an evacuation
   • BSo visitors can be added to a marketing mailing list
   • CSo the phone system knows when to forward calls
   • DSo the workplace can charge visitors for parking by the hour
   Show answer

   Answer: A. So the log shows who is still inside during an evacuation

   An accurate sign-in and sign-out record helps account for everyone in an emergency.

3. Question 3 of 17

   A visitor tries to follow an employee through a locked door without checking in. What should you do?

   • ALet them through, since they seem to know the employee well
   • BIgnore it, because door security is not your job
   • CPolitely ask the visitor to check in at the desk first
   • DShout at the visitor to get out of the building
   Show answer

   Answer: C. Politely ask the visitor to check in at the desk first

   Every visitor should check in. Following someone through a secured door skips the sign-in process.

4. Question 4 of 17

   What is the privacy problem with an open paper sign-in sheet?

   • AIt cannot be used during a fire evacuation
   • BVisitors may write too neatly for staff to read
   • CPaper sheets are not allowed in Canadian workplaces
   • DVisitors can see earlier visitors' names
   Show answer

   Answer: D. Visitors can see earlier visitors' names

   Names are personal information. An open sheet shows them to everyone who signs in after.

5. Question 5 of 17

   Under the PIPEDA fair information principles, how much information should a visitor log collect?

   • AOnly what is needed for the identified purposes
   • BA copy of every visitor's photo ID and home address
   • CAs much as possible, in case it is useful one day
   • DWhatever each visitor is willing to write down
   Show answer

   Answer: A. Only what is needed for the identified purposes

   The "limiting collection" principle says collection must be limited to what is needed for the identified purposes.

6. Question 6 of 17

   A visitor fills in your sign-in form. Which item is personal information?

   • AToday's weather forecast
   • BThe building's opening hours
   • CThe visitor's name
   • DThe company's main phone number
   Show answer

   Answer: C. The visitor's name

   The OPC describes personal information as information about an identifiable individual. Names are an example.

7. Question 7 of 17

   Three provinces have their own private-sector privacy laws that are deemed substantially similar to PIPEDA. Which are they?

   • AAlberta, Manitoba and New Brunswick
   • BAlberta, British Columbia and Quebec
   • CSaskatchewan, Ontario and Quebec
   • DOntario, Manitoba and Nova Scotia
   Show answer

   Answer: B. Alberta, British Columbia and Quebec

   The OPC says Alberta, British Columbia and Quebec have private-sector laws deemed substantially similar to PIPEDA.

8. Question 8 of 17

   Your workplace asks visitors to show ID. According to guidance from Canada's federal, Alberta and B.C. privacy commissioners, what is usually enough?

   • AScanning both sides of the licence
   • BWriting down the licence number
   • CLooking at the driver's licence
   • DPhotocopying the driver's licence
   Show answer

   Answer: C. Looking at the driver's licence

   The guidance says examining the card is almost always enough. Recording the number is usually excessive, and copying or scanning generally goes too far.

9. Question 9 of 17

   What does the privacy saying "If you can't protect, don't collect!" mean?

   • ADon't collect personal information you can't keep safe
   • BOnly collect information from people you know well
   • CCollect everything now and decide how to protect it later
   • DProtect paper records but not computer records
   Show answer

   Answer: A. Don't collect personal information you can't keep safe

   Information you do not collect cannot be lost or stolen. Collect only what you can protect.

10. Question 10 of 17

    A courier asks if a certain employee is in today and what time she usually leaves. What should you do?

    • ADo not share her schedule; offer to call her or take the delivery
    • BTell the courier her usual hours so the delivery goes smoothly
    • CGive the courier her cell number so he can call her directly
    • DSend the courier up to her office to find her himself
    Show answer

    Answer: A. Do not share her schedule; offer to call her or take the delivery

    Staff schedules are private. Contact the employee yourself or accept the delivery for her.

11. Question 11 of 17

    A person who uses a TTY wants to call your office through the relay service. According to the CRTC, which number do they dial to reach a relay operator?

    • A411
    • B911
    • C711
    • D611
    Show answer

    Answer: C. 711

    A TTY user dials 711 to reach a relay operator, who types to them and speaks to you.

12. Question 12 of 17

    Which sign languages does SRV Canada VRS (Video Relay Service) support?

    • AQuebec Sign Language (LSQ) only
    • BAmerican Sign Language (ASL) and Quebec Sign Language (LSQ)
    • CAmerican Sign Language (ASL) only
    • DBritish Sign Language and Quebec Sign Language (LSQ)
    Show answer

    Answer: B. American Sign Language (ASL) and Quebec Sign Language (LSQ)

    SRV Canada VRS supports ASL and LSQ, and it is free to use.

13. Question 13 of 17

    A visitor arrives with a service dog. What should you do?

    • AWelcome them, and avoid petting or talking to the dog
    • BOffer the dog a treat so that it feels welcome in the building
    • CAsk the visitor to explain their disability
    • DAsk them to leave the dog outside by the door
    Show answer

    Answer: A. Welcome them, and avoid petting or talking to the dog

    Service animals are working. Ontario's accessible customer service guidance says to welcome them and avoid touching or addressing them.

14. Question 14 of 17

    The Accessible Canada Act aims to make Canada barrier-free by what date?

    • AJanuary 1, 2025
    • BJanuary 1, 2050
    • CJanuary 1, 2040
    • DJanuary 1, 2030
    Show answer

    Answer: C. January 1, 2040

    The Act's goal is a barrier-free Canada by January 1, 2040, within federal jurisdiction.

15. Question 15 of 17

    Listen. What should the receptionist do next?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Carlos: Hi, I'm Carlos Mendes from Westline Printing. I have a ten o'clock meeting with Fiona Grant.
    Aisha: Welcome, Mr. Mendes. Could you please sign in here?
    Carlos: Sure. All done.

    • APhotocopy his driver's licence for the visitor file
    • BGive him a visitor badge and let Fiona know he has arrived
    • CSend him upstairs to look for Fiona's office on his own
    • DAsk him for his home address and his date of birth
    Show answer

    Answer: B. Give him a visitor badge and let Fiona know he has arrived

    After sign-in, issue a badge and tell the host. Visitors should not wander alone, and extra personal details are not needed.

    Transcript

    Carlos: Hi, I'm Carlos Mendes from Westline Printing. I have a ten o'clock meeting with Fiona Grant.
    Aisha: Welcome, Mr. Mendes. Could you please sign in here?
    Carlos: Sure. All done.

16. Question 16 of 17

    Listen. What privacy mistake does the receptionist make?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Megan: Mrs. Daniels? Your blood test results came back, and the doctor wants to talk to you about your high blood pressure.
    Mrs. Daniels: Oh. Um, could you say that a bit more quietly?

    • AShe talks about a patient's health in front of other people
    • BShe calls the patient by her last name instead of her first
    • CShe asks the patient to take a seat in the waiting room
    • DShe tells the patient that the doctor wants to see her
    Show answer

    Answer: A. She talks about a patient's health in front of other people

    Health details are sensitive personal information. Share them privately, never across a waiting room.

    Transcript

    Megan: Mrs. Daniels? Your blood test results came back, and the doctor wants to talk to you about your high blood pressure.
    Mrs. Daniels: Oh. Um, could you say that a bit more quietly?

17. Question 17 of 17

    Listen. What should you do on this call?

    Play audioListen, then answer. The transcript is shown after you answer.

    No sound? Read the text instead

    Operator: Hello, this is the relay service. I have a call for you from a person using a TTY. I will type your words to the caller and read their replies to you.
    Raj: Oh, okay. Thanks.

    • AAsk the operator about the caller's disability
    • BStay on the line and talk directly to the caller
    • CHang up, because it is probably a sales call
    • DTell the operator to call back when the caller can speak
    Show answer

    Answer: B. Stay on the line and talk directly to the caller

    This is a relay call. Stay on the line and talk to the caller, not the operator, and expect pauses while messages are relayed.

    Transcript

    Operator: Hello, this is the relay service. I have a call for you from a person using a TTY. I will type your words to the caller and read their replies to you.
    Raj: Oh, okay. Thanks.

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