Hello and welcome to Modern Manners Guy’s Quick and Dirty Tips for a More Polite Life. Today we’re pleased to have guest writer Trent Armstrong’s help answering a listener’s question. Pam writes:

When answering a call at the office and the caller asks for a co-worker or your boss, is it still polite to ask for the name of the person [who] is calling? It used to be considered impolite to just hand the phone to someone without telling them who was on the other end of the line. Now I'm told that it's impolite and a privacy issue to ask for the caller's name? I should point out that this is not a rule handed down by the employer. It seems to be a new rule created by a co-worker. I'm wondering if there is any validity to it.

Thank you,
Pam

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Listener Pam asked about the rules for answering the phone for someone in an office environment. Specifically, she is curious as to whether she is invading anyone's privacy by asking for the caller's name? First of all, thanks to Pam for listening and taking the time to write in.

Secondly, a word of education to your caller: it is generally polite to state your name, your company if it is a business call and ask if you may speak to the person whom you are calling. You might say something like, “Hello, this is Modern Manners Guy from the Quick and Dirty Tips network. May I speak with Grammar Girl, please?” You also might first inquire as to the well-being of the answerer and if it is a business call you might also succinctly add the purpose of your call. If you know that you’re calling a direct line, you might begin by asking, “Hello, am I speaking with Grammar Girl?” and then continue with your introduction.

The other side of that coin is the greeting used when answering the phone. Generally, being concise is best. If you are answering a company’s main number, then something to the effect of, "Thank you for calling Quick and Dirty Tips, Modern Manners Guy speaking. How may I direct your call?" After receiving directions from the caller, ask , "...and who may I say is calling?" Just keep in mind that short and sweet is the way to go. But to directly address Pam’s question, it is appropriate and polite to ask the name of the caller, and the polite caller should give it to you in advance of your needing to ask.

While the business world isn't always suited to long pleasantries, a certain amount of civility is in order. And managing phone calls well helps a business run properly and gives customers a good impression of the company. The receptionist (or whoever has been tasked with answering the phones) is also the first line of defense. It's important for this person to get enough information from the caller so that anyone else who speaks with the caller is not caught off guard and is ready to handle the call appropriately. If the caller happens to perceive this as a violation of privacy, then it is the caller who may need a lesson in manners. If there is some special circumstance why a caller is very uncomfortable giving his or her name, then the caller should politely explain the situation and why he or she would prefer to remain anonymous.

Remember that you should always strive to be polite on the phone and you might even find that you get better and faster service.

So here’s hoping that all your calls are answered politely, and thank you for listening to Modern Manners Guy's Quick and Dirty Tips for a More Polite Life.

Transcripts of this show can be found online at manners.quickanddirtytips.com, where you can also get a link to your free 30-day trial of GoToMyPC.

Send your question and comments to manners@quickanddirtytips.com Or leave a voicemail at 206-666-4MrM. The Modern Manners Guy is part of the Quick and Dirty Tips Network, which is releasing its first book July 8--Grammar Girl's Quick and Dirty Tips for Better Writing. Buy it now at Amazon.com.

Finally, thanks to our guest-writers from another great manners podcast, The MannersCast, available at mannerscast.com.