Dealing with resistance


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 perspective and is far from happy with this deal. For them quality is more important than speed.

In this interactive role play you will meet one of your colleagues of the service department, who is on his way with a complaint. His goal is to make sure you will visit the customer to solve this issue.

The lecture

In this lecture you will learn about:

• The mourning curve that people go through when confronted with change and how they typically respond to it.

• The type of responses that might not lead to an effective solution, the so-called Neanderthal responses. You will experience each response through a practical example.

• The acknowledgement process. The way to deal with resistance effectively.

Duration: +/- 10 minutes

Duration: +/- 15 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 a personal attack

Objective 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...

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