In this engaging, amusing and highly memorable story, as assistant manger of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired.

Fortunately someone is on hand to show her the mistakes she makes, and help her overcome her shortcomings. The lessons include understanding that the call starts with a verbal handshake - answer the phone within four rings and introduce yourself properly with a smile in your voice. It shows that preparation is vital - people should have facts and figure on hand and repeat key phrases to show callers they're understood. During the call people should ask open questions to gain information, and use the caller's name frequently to establish trust.

When closing the call they must confirm that the message is understood, and make a note of what they are required to do. Finally the video tackles voice mail, showing that the same rules apply, whether someone's leaving a message on someone else's machine, or a prompt on their own.