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Face-to-face - distance learning
Face-to-face: 10 participants maximum
Distance learning: 6 participants maximum
Know how to identify your emotions in order to adapt your posture to your interlocutor
Have viewed the introductory video for this training course
Analysis of practical cases, free discussion, interactive theoretical presentation, work in sub-groups, educational games, role-playing, practical exercises, individual personality test, how do you react to conflict?, individual evaluation scales, trainee interface hosted on a website to retrieve educational resources.
Active teaching
Presentation
Introduction of presenter and participants
Objective and course of training
Mutual expectations
Suggested group work
Based on situations presented to the group, study the supports that enable you to identify your own emotions in order to adapt your relationship with the customer.
Prerequisite: emotions, what's at stake in the relationship?
Through a series of questions, develop tools to trust your emotions:
- How can we trust the body's messages?
- How can you keep enough distance to monitor your own reactions?
- Listening to others and to ourselves
- Adapt your posture
I can apply what I've learned thanks to the tools.
The training corresponds well to our professional needs.
Good discussions with the training department, nothing to improve.
