Contains spoilers for this episode and earlier episodes.
Rowan arrives at the Slough branch to lead a customer-care training session, but Brent keeps trying to take control. He interrupts the introductory video, competes with the facilitator and turns a simple hotel complaint exercise into an inappropriate scenario. Rowan tries to explain the point of the activity while Brent treats his ability to derail it as evidence that he would be better at running the session himself.
The discussion of staff ambitions gives Brent another opening. When Keith talks about wanting to make music, Brent recalls his own band and fetches his guitar. The training becomes a performance of his songs, with Gareth encouraging him. Dawn is already upset after an argument with Lee, and Tim tries to comfort her. Brent's contribution is a song originally written about Princess Diana, which he insists can also apply to Dawn's relationship despite the obvious differences.
Back in the session, a teamwork puzzle produces more interruptions and arguments. Tim finally says he cannot tolerate the office or another dull call about paper prices, announces that he will work out his notice and leaves. Rowan gives up on the training after the disruption. Tim then asks Dawn out for a drink, assuming that her argument with Lee means they have separated. She tells him they have not split up, and he retreats to saying he meant the invitation as a friend.