A member whose follow-up numbers barely moved after months of effort, feeling frustrated and ready to quit. Learner must deliver the results honestly, reframe the setback, and recommit them to an adjusted plan.
One of 8 difficult & emotional conversations scenarios in the library.
Carla Jimenez
Member, follow-up results
A member whose follow-up numbers barely moved after months of effort, feeling frustrated and ready to quit. Learner must deliver the results honestly, reframe the setback, and recommit them to an adjusted plan.
Skills you'll train
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Your brief
You are meeting with Carla to review follow-up results after several months of effort on her wellness plan. The numbers have barely changed, and she is frustrated enough to question whether continuing is worth it. In this conversation, your goal is to deliver the results honestly, help Carla make sense of the setback without minimizing it, and guide her toward recommitting to a realistic adjusted plan.
Why it's hard
Months of effort with almost no movement can make a results review feel like a betrayal, not a routine check-in. Carla is listening for one thing: will you say the numbers plainly, or hide behind soft language? If you rush to "stay positive," it can sound like you missed how defeated she feels.
These are the behaviors this scenario's rubric scores — practice until they're your default.
Disappointing progress results training lets you practice telling a frustrated member that follow-up numbers barely changed after months of effort. You speak with an AI voice persona playing Carla, and your performance is scored against a clear rubric so you can see whether you were honest, credible, and action-focused.
Susan Brennan
Resident's daughter
A family member who must hear their loved one declined or had an incident. The AI reacts with worry, guilt, or anger. Learner must deliver it clearly and compassionately and answer honestly.
Skills you'll train
James Porter
Patient's son
A family who must hear their loved one is declining or near death. Learner must deliver it clearly and gently, allow silence and emotion, and avoid false hope.
Skills you'll train
Denise Foster
Patient, denied claim
A patient learning their claim was denied or there's nothing available for weeks. Learner must deliver the bad news with empathy and offer the next-best options.
Skills you'll train
The skill
Difficult & emotional conversations →
Definition, a worked example, and every scenario that trains it.
The setting
Wellness & performance clinics →
How teams like yours roll this out — results reviews, cost talks & memberships.
Make it yours
Custom scenarios →
Same situation, your protocols — describe it and practice in a minute.
Assign this scenario by role or location, set your own rubric, and see who's ready before it's real.