Counter caller’s rudeness with kind confusion

DEAR MISS MANNERS: As the assistant for one of the executives at my company, I routinely answer his phone with, “Good morning/afternoon, this is John Doe’s office.” I even have a note on the phone reminding me to smile before picking up, because I know that people can tell the difference (strange, but true).

One caller, an executive in a different department, will respond to my greeting with “JOHN” in an impatient tone. This always seems to surprise and fluster me, at which point he will say, “John NOW. Put John on the phone.” No one else, either within the company or calling from elsewhere, is ever this rude to me.

I go an extra step to be pleasant to anyone who calls before I even know who is on the other end of the line. Perhaps if this was a one-time occurrence, I wouldn’t be asking for your advice. However, each and every time this other executive calls my boss, he acts like this. I’ve been responding, “Sorry?” since this behavior does confuse me momentarily, but I would rather have another note next to my phone giving me a pointer on how to respond to him.

If he continues to act rudely to me, then I’ll consider bringing this up with my boss. However, I do hope that I can deal with this on my own in both a professional and ladylike way.

GENTLE READER: Say pleasantly, “I’m sorry, but we seem to have a bad connection. I only heard ‘John’ and ‘now.’ What is it that I can do for you?”

You may repeat this as needed if his replies get shorter and ruder, but if this exasperates him to the point of an all-out explosion, Miss Manners assures you that there is no shame in telling your boss. This is professional information that he would likely want to know.

DEAR MISS MANNERS: Is there something appropriate to be said to a relative or friend who is ill and obviously close to dying?

GENTLE READER: “I love you.” Miss Manners considers it a vast improvement over the patently false command, “Get well.”


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