The telephone is a vital and efficient tool in business and communication, yet its key users are often under-trained junior staff. They have considerable responsibility and in addition are often the primary contact point for the public. Our approach ensures that they come away from our courses better able to make and receive calls; to handle objections, resistance and doubts; to sell effectively; to manage their time for maximum efficiency, and to be versatile in behaviour to handle a variety of different types of people. A major difference in our approach is our use of actors in role-plays. We create scenarios which are highly realistic. Calls are normally recorded and discussed.