This manual of telephone behavior tips for business and sales professionals offers ways to handle the disgruntled caller and makes suggestions on topics relevant to the telephone. The manual is divided into the following sections and subsections: (1) Common Courtesy (staff tips, answering the telephone, screening calls, transferring calls, taking messages, and eight helpful tips); (2) Nonverbal Communication (physical environment, once upon a time..., don't let posture cramp your style, service with a smile, dress for success, and be heard when you speak); (3) Problem Callers (the complainers, the silent type, how to tame a hostile caller, and how to learn from know-it-alls); and (4) Telemarketing (the telephone as a sales tool, five steps to success, general tips, prospecting, six tips for the initial greeting, introduction to the sales process, setting up sales appointments, ten ways to prepare for objections, cold calling, rejection, and the ten biggest mistakes made). The manual was developed by students in a business communications class. (MG)