This article argues the relevance of biographical case study methods as a tool for professional practice. The case of Laura, manager of a small hostel for homeless people, shows hidden reserves of emotional understanding which Laura finds too risky to bring into play. Analysis of the structure of the interview shows the enactment and lowering of Laura's defences in interaction with the interviewer. The article argues for support and supervision to allow professionals to recognise and use their capacities for emotional thinking, and that this kind of 'experiential truth' is key both for users and professionals in tackling social exclusion. Methodological parallels between biographical methods and effective training are also drawn through discussion of responses to a training video based on a fictionalised version of a critical incident from this interview.