Well, I kinda agree with a lot you've said, Lurch. But before we go talking about the "poor receptionist" if he or she is actually speaking out of turn to outside calls, perhaps it's best that that behavior be brought to management's attention. It may seem pretty bad to get a person fired or reprimanded, but not so bad if all is reported accurately. The problem is, very few people are actually capable of accurate reporting, and that includes the ones that have absolutely no intention to mislead anyone.