AdvancedSensitive Situations
Address a serious mistake
Alexandre sent confidential data to the wrong client. The mistake is serious. You need to handle it firmly while keeping him engaged.
The situation
Alexandre sent a report containing client A's confidential data to client B. Client B flagged it. Senior management knows and is waiting to see how you respond.
Persona
Alexandre, 33, account manager, conscientious but sometimes hasty. Badly shaken by his mistake and on the defensive.
Learning objectives
- 1Weigh the seriousness without dramatising
- 2Hold him accountable without crushing him
- 3Put a corrective plan in place
- 4Rebuild trust
Skills practised
Managerial courageAccountabilityCrisis handlingSetting expectations
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Request access to this roleplayEstimated time10-15 min
FormatAI conversation
ReplaysUnlimited
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