In the peaceful village of Striving-under-Stress, emotions are getting in the way of business relationships. Enter amateur sleuth Miss Craddock (Prunella Scales), who explains how people can recognise and control their emotions.

Local florist Mr Garden (Roger Sloman) learns how not to take offence at a customer's comments (an unwanted emotional response) but to interpret them in a positive manner, as a carefully thought-out and constructive response.

Similarly, ticket inspector Dick Tulip (Timothy Spall) learns how to control his anger at a customer's enquiry and replace it with an understanding of the customer's problem.

With Miss Craddock's assistance, the whole town learns to put themselves in their customer's shoes and act in a way that offers help.

The lessons of 'stop, think, act' can also be used for sessions dealing with conflict management in relations with suppliers and internal customers.

The benefits

• People learn to recognise and use emotions to change other peoples attitudes
• More positive relationships are better for your business