Dealing with a personal attack


Manage emotions from the customer and yourself, set clear boundaries and maintain the relationship.

The scenario

Recently, you closed a deal with a customer. It is an extremely important deal for your company, but the service department has indicated that the deal is not feasible in the way it was agreed.

In this interactive role play, you will have a meeting with the customer to inform her that you will not be able to fulfill the promise made. She gets furious and takes it personally. Even attacking you personally. Sharp, emotional and very intense.

Duration: +/- 20 minutes

The lecture

In this lecture you will learn what happens if someone verbally attacks you and how to effectively deal with your own emotions and the emotions of the other person. The trainer will clarify the concept of identification and how to step out of it.

Duration: +/- 5 minutes



Objective Learn how to be more effective in interaction with other people, by being aware that we all look at the world through our own Filter and how this influences interpersonal interaction. The lecture This lecture creates awareness that we all have our own...

Dealing with emotions

Objective Learn how to respond effectively to the emotions anger, fear and sadness. The lecture In this lecture we explore the possible reactions to the basic emotions anger, fear and sadness. Our natural response, so called ‘Neanderthal response’ is often to justify,...

Dealing with resistance

Objective Experience & experiment how to deal with resistance effectively. The scenario You are working for a company and your team just closed the deal of the year. Extremely important for your company. The service department has a completely different...

Provide constructive feedback

Objective Experience & experiment how to provide feedback in a constructive manner. The scenario You are working together with an enthusiastic, hardworking colleague. He is always willing to help you and dedicated to get the best results. His drive also causes...

Masterfull listening

Objective Practice & experience the skill of true listening, to understand what someone is really trying to tell you. The scenario In order to help people, we often give them advice. In many cases we are surprised our advice is not taken by the other person. What...

The power of compliments

Objective Experience & experiment how to give and receive compliments. The scenario You are working together with Peter, a colleague of the service department, for quite a while now. Peter is hardworking and an expert in his area. He is very precise and has a...

Dare to discuss interpersonal relationships

Objective Evaluating cooperation, not only regarding content and process, but also on an interpersonal level. The scenario If people work together, their conversations are mostly focused on the output and content of their work. The interpersonal working relationship...

Non hierachical leadership

The scenario You have just been appointed as a project leader and have been told to work together with Sarah. Sarah is very experienced and will be a great asset for the team. However, she has her own strong opinion and is not the type that will accept anything you...

Strategic sales conversations

Objective Become more effective in having strategic sales conversations, focusing on value for the customer instead of the product you offer. The scenario Your startup, ProGreen, helps companies make the transition to sustainable business using innovative products....

Facilitating a virtual meeting

Objective Practice & experience the skill of facilitating virtual meetings effectively. The scenario More and more teams are working remotely. Leading a remote team, which are often cross functional teams with members that might have never physically met, is...



Laan van Kronenburg 14
1183AS Amstelveen
+31 (0)20 722 08 82