At the reception desk

The receptionist was discreet. She lowered her voice when asking for an address and turned the completed form face down. She was welcoming, pointing out the chairs and explaining how the appointment would work. I was there to carry boxes, but the first work I noticed involved neither shelves nor food. It involved making an unfamiliar procedure understandable without turning a person's circumstances into a conversation for the whole room.

From the passage, select two words or phrases that describe how the receptionist treated visitors.