FaceUp simulates real professional situations to develop behavioral and decision-making skills.
Learn to defuse a tense situation and turn a complaint into a positive experience.
Train teams to clarify needs and propose a tailored solution.
Learn to keep control of the conversation and calm the situation.
Delay, unavailability, request denial… manage customer frustration.
Improve genuine understanding of customer needs.
Improve genuine understanding of customer needs.
Adapt your posture and language to vulnerability or disability situations.
Redirect a customer without generating frustration or a sense of abandonment.
Maintain service quality during high traffic and collective pressure.
Practice confirming needs before acting to avoid misunderstandings.
Deliver constructive criticism without demotivating or generating resistance.
Set clear expectations, verify understanding and maintain motivation.
Practice structured feedback, set goals and conclude positively.
Mediate a tense situation between two team members without taking sides.
Re-energize a team member experiencing loss of engagement or confidence.
Support teams through uncertainty.
Welcome, set the framework and create conditions for a successful start.
Address the topic with care and direct toward appropriate resources.
Capitalize on feedback while preserving the relationship.
Maintain dynamics and participation in the face of blockers or tensions.
Identify causes, set the framework and co-create an action plan.
Address a behavior or performance issue without damaging the relationship.
Ask the right questions to identify potential and buying readiness.
Price, competition, timing… learn to bounce back effectively.
Structure a compelling offer tailored to the client’s challenges.
Find a balanced agreement while preserving margin and relationship.
Resume contact without being intrusive and rekindle interest.
Detect buying signals and overcome final objections.
Turn a "no" into a future opportunity or referral.
Suggest an upgrade or add-on without being pushy.
Hold your position against a counterpart who masters procurement techniques.
Use indirect questioning to surface hidden challenges.
Structure and deliver a compelling pitch under time pressure.
Assess skills, detect motivations and evaluate cultural fit.
Process a harassment or discrimination report with neutrality and rigor.
Communicate a termination, promotion refusal or leave of absence.
Welcome a role change request and guide based on HR priorities.
Intervene as a mediator.
Review integration progress and formalize mutual expectations.
Explain an administrative refusal without generating tension or disengagement.
Address a personal topic without crossing professional boundaries.
Communicate a delay or cancellation while managing emotions and questions.
Maintain service quality facing an impatient or anxious crowd.
Help a disoriented, elderly or disabled person with empathy.
Address a ticket or behavior violation without escalation.
Manage collective frustration and redirect travelers to alternatives.
Process a customer report and propose a satisfactory response.
Ask the right questions to understand financial challenges and life goals.
Simplify an offer without oversimplifying or losing trust.
Deliver a negative decision while maintaining the relationship and offering alternatives.
Address debt or payment issues with tact and concrete solutions.
Alert the customer about a suspicious situation without alarming them.
Address a sensitive topic (death, inheritance) with the right professional approach.
Manage the emotion of a distressed policyholder while respecting contractual terms.
Structure a decision-making argument and handle questions under pressure.
Hold your position assertively against skeptical or hostile counterparts.
Respond with calm and precision without losing the audience.
Deliver a compelling pitch and answer due diligence questions.
Encourage dialogue, manage silences and maintain group dynamics.
Coordinate multiple stakeholders with diverging interests toward an agreement.
Communicate bad medical news while preserving the care relationship.
Reassure, inform and maintain trust in a high-stress context.
Maintenir le cadre thérapeutique face à une famille en état de choc ou de colère.
S’assurer de la compréhension réelle du patient pour garantir l’observance.
Informer de façon complète et compréhensible sans influencer la décision du patient.
Respecter l’autonomie du patient tout en documentant et en orientant correctement.
Maîtriser les codes du service premium et anticiper les attentes implicites.
Traiter une insatisfaction sur le moment sans compromettre l’expérience globale.
Annoncer une indisponibilité et proposer une alternative sans perdre le client.
Rétablir la satisfaction sans entrée en conflit avec le service cuisine.
Pratiquer l’upsell avec fluidité dans un contexte de service haut de gamme.
Intervenir avec fermeté et discrétion pour préserver la sécurité et l’ambiance.
S’exercer à remonter une anomalie de sécurité de façon claire et assertive.
Affirmer son droit de retrait face à une pression hiérarchique.
Interpeller un pair sans créer de tension ni d’hostilité.
Structurer un compte rendu d’incident sous pression et en temps réel.
Maintenir son calme, prioriser et coordonner les actions dans l’urgence.
Transmettre les règles de sécurité et vérifier leur compréhension.
Apprendre à utiliser la simulation conversationnelle dans les parcours.
Analyser une situation et guider la progression.
Identifier les axes d’amélioration.
Adapter le feedback.
Créer des scénarios réalistes.
Observer les comportements en situation.
