How can I practise dealing with a difficult client before I have to do it for real?

The scenario to use here is Lighthouse Wellness Practice, featuring Celena — a sole trader who runs a wellbeing practice in Bristol and is genuinely resistant to change. Celena's defining trait is that she doesn't want to move onto Making Tax Digital: she's heard from a friend that it won't affect her and that it'll mean paying more tax, and she'll push back hard on every other argument you make. The only thing that actually gets her to cooperate is being told plainly that MTD is a legal requirement, not a recommendation — and you have to find your own way to that point in the conversation. You can run this Scenario in voice mode, which means you're not reading a script and choosing an option; you're on an actual voice call with Celena, having to handle her in real time, the same as you would on the phone with a difficult client in practice. It's paired well with Professional Communication Challenge, which builds the underlying skill of staying calm, clear and assertive with a client who isn't making it easy for you. More detail Work through the whole Scenario rather than skipping to the technical bit — the client-handling is the part most job ads can't actually test for. Use voice mode where it's offered: speaking your answer in real time is a genuinely different skill from typing it, and it's the one that translates most directly to a real client call. Treat Monika's feedback as the main event, not an afterthought — go back and redo the parts she flags before moving on.Frequently asked questions Do I need any experience before trying the Lighthouse Wellness Practice Scenario? No. Hey Monika's Scenarios and Challenge Mode tasks are built so a complete beginner can start straight away — Monika's feedback is there precisely because you're not expected to already know the answer. How long does this usually take to feel comfortable with? Most trainees need two or three attempts at the same Scenario or Challenge before it stops feeling unfamiliar. The value is in repeating it with Monika's feedback applied each time, not in getting it right first go. Is this the same as just reading about difficult clients generally in a textbook? No — the difference is that you're handling real documents, a real (if fictional) client, and in some Scenarios a live voice call, rather than reading a description of how the process works in theory. Get started Open the Lighthouse Wellness Practice Scenario in voice mode and let the call run — don't pre-plan exactly what you'll say to Celena, since handling her in the moment is the entire point of the exercise.