Improving rapport. During your first job performance review, you were criticized for the way you answered the telephone. You had been asking the caller to state the purpose of the call before you said whether your manager was in the office. After you found out who the caller was and the purpose of the call, you sometimes said, $"$Mrs$.$ Burke is not in her office," or $"$Mrs$.$ Burke is in a meeting." It was true Mrs$.$ Burke was not in her office when you said this, but apparently the callers were not convinced. What can you do to improve rapport with callers?

Delivering a message. You know your manager, Mr$.$ Perkins, is expecting an important long$-$distance call. He called Mike Williams at $9$:$30$ a$.$m$.,$ and he is expecting Mr$.$ Williams to return his call. At $4$:$30$ p$.$m$.$ Mr$.$ Perkins was called to the president's office. A few minutes after Mr$.$ Perkins left his office,