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Allow the guards to filter

A good castle guard now asks if she can help, to which most people say, 'No. Can you put me through?' This is a bad idea for two reasons. First it implies she is a bimbo and couldn't help, which puts her back up. Second it misses an opportunity to make an ally whom you may need in the future.

In practice, good secretaries know a great deal, so ask them your questions. They may have all the information you need so you can prepare a well-researched and relevant proposal. They'll know the boss's 'hot buttons' and timescales. And treating her as an informed human being will flatter her ego and build bridges.

Then if she is unable to help she will quickly realise she is out of her depth and be eager to ease her embarrassment by passing you on to her boss. It is at this point that you ask, 'Can you tell me when Mr Jones will be in?'

Then, having established a good rapport with the secretary, getting through direct to the boss next time you call will be easier. Either way you'll have made progress.

If people denied me the opportunity to filter properly, my reply was invariably, 'I'm afraid he's out,' and to suggest they write. Now what!?