I get the sense that you understand the importance of making a connection and building rapport on the phone. You're right, sometimes the person on the other end of the phone can be preoccupied and making a connection can be somewhat difficult. Have you tried making small talk and simply asking questions to find out more about the other person's interests? As you pointed out, the other person may begin with a lack of interest, but if you ask good questions and learn more about them you will have the opportunity to find a common interest that you will both find interesting. Give it a try and let us know how it works for you. Dr. Jean Norris