Most top-managers will agree that most conversations and negotiations they are having are difficult. Either a subordinate has 'toxic' attitude, or a partner is not willing to cooperate and tries to advance his agenda using manipulation techniques. This is why SoftServe's decision to have their senior-level teams to practice difficult communications was straight on point. To help training participants feel the challenge, we used real-life cases and video-analysis to practice the skills of argumentation, answering questions, and handling manipulation.