Reader 18
The Busy Front Desk
The front desk at a medical office was unusually busy. Three workers were trying to answer phone calls, check in patients, and organize forms at the same time.
Nina had been answering calls all morning. Every time she finished one call, another one came in. Several patients were also waiting to check in.
When Tom walked in from the back office, Nina looked at him. “I’m starting to fall behind,” she said. “I haven’t finished these forms, and the phone hasn’t stopped ringing.”
Tom looked around the waiting room. “I can pick up the slack for a while. Tell me what needs to be done first.”
Grace, the office manager, handed him a stack of forms. “Please organize these, and then help Nina answer the phones.”
Nina took a slow breath. “Thank you. I was trying to keep up, but the calls kept coming.”
Grace checked the afternoon schedule. “No one should have to carry the whole load alone,” she said. “We need to work as a team when the office gets this busy.”
Tom organized the forms and then sat beside Nina at the front desk. He answered the next call while Nina checked in the waiting patients.
Within twenty minutes, the line was shorter, and the front desk was running smoothly again.
SPEAK
Answer in complete sentences.
Why was Nina starting to fall behind?
What did Tom offer to do?
Which tasks did Grace ask Tom to complete?
What did Grace mean when she said no one should carry the whole load alone?
How did the situation at the front desk improve?
WRITE
Write 3 full sentences to explain:
How did Tom and Grace help Nina manage the busy front desk?
LISTEN
Listen to the recording and respond in complete sentences.
What did the speaker say?
Do you agree or disagree with the speaker? Why?
