{"id":4237,"date":"2024-11-22T09:01:47","date_gmt":"2024-11-22T08:01:47","guid":{"rendered":"https:\/\/psmformationconsulting.com\/?page_id=4237"},"modified":"2024-11-22T09:04:50","modified_gmt":"2024-11-22T08:04:50","slug":"com-dev-communiquer-en-situation-difficile","status":"publish","type":"page","link":"https:\/\/psmformationconsulting.com\/?page_id=4237","title":{"rendered":"Com &#038; Dev ~ Communiquer en situation difficile"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"4237\" class=\"elementor elementor-4237\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9fbc9c2 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"9fbc9c2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-2ac47a3 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-child\" data-id=\"2ac47a3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-22a8ff2 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"22a8ff2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Formation Communiquer en situation difficile<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e74bfbd elementor-widget elementor-widget-text-editor\" data-id=\"e74bfbd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>S&rsquo;affirmer en tant qu&rsquo;acteur de la pr\u00e9vention<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ea26ae5 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-child\" data-id=\"ea26ae5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9acd372 elementor-widget elementor-widget-button\" data-id=\"9acd372\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Demander un devis<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c48ba36 wpr-page-list-horizontal wpr-pl-badge-center wpr-pl-icon-center elementor-widget elementor-widget-wpr-page-list\" data-id=\"c48ba36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"wpr-page-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"wpr-page-list-wrap\"><ul class=\"wpr-page-list\"><li class=\"wpr-page-list-item elementor-repeater-item-14126c4 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-calendar-check\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M436 160H12c-6.627 0-12-5.373-12-12v-36c0-26.51 21.49-48 48-48h48V12c0-6.627 5.373-12 12-12h40c6.627 0 12 5.373 12 12v52h128V12c0-6.627 5.373-12 12-12h40c6.627 0 12 5.373 12 12v52h48c26.51 0 48 21.49 48 48v36c0 6.627-5.373 12-12 12zM12 192h424c6.627 0 12 5.373 12 12v260c0 26.51-21.49 48-48 48H48c-26.51 0-48-21.49-48-48V204c0-6.627 5.373-12 12-12zm333.296 95.947l-28.169-28.398c-4.667-4.705-12.265-4.736-16.97-.068L194.12 364.665l-45.98-46.352c-4.667-4.705-12.266-4.736-16.971-.068l-28.397 28.17c-4.705 4.667-4.736 12.265-.068 16.97l82.601 83.269c4.667 4.705 12.265 4.736 16.97.068l142.953-141.805c4.705-4.667 4.736-12.265.068-16.97z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">Session garantie<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-4a004ab wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-hourglass-half\" viewBox=\"0 0 384 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M360 0H24C10.745 0 0 10.745 0 24v16c0 13.255 10.745 24 24 24 0 90.965 51.016 167.734 120.842 192C75.016 280.266 24 357.035 24 448c-13.255 0-24 10.745-24 24v16c0 13.255 10.745 24 24 24h336c13.255 0 24-10.745 24-24v-16c0-13.255-10.745-24-24-24 0-90.965-51.016-167.734-120.842-192C308.984 231.734 360 154.965 360 64c13.255 0 24-10.745 24-24V24c0-13.255-10.745-24-24-24zm-75.078 384H99.08c17.059-46.797 52.096-80 92.92-80 40.821 0 75.862 33.196 92.922 80zm.019-256H99.078C91.988 108.548 88 86.748 88 64h208c0 22.805-3.987 44.587-11.059 64z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">2 jours<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-98d8758 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-map-marked-alt\" viewBox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M288 0c-69.59 0-126 56.41-126 126 0 56.26 82.35 158.8 113.9 196.02 6.39 7.54 17.82 7.54 24.2 0C331.65 284.8 414 182.26 414 126 414 56.41 357.59 0 288 0zm0 168c-23.2 0-42-18.8-42-42s18.8-42 42-42 42 18.8 42 42-18.8 42-42 42zM20.12 215.95A32.006 32.006 0 0 0 0 245.66v250.32c0 11.32 11.43 19.06 21.94 14.86L160 448V214.92c-8.84-15.98-16.07-31.54-21.25-46.42L20.12 215.95zM288 359.67c-14.07 0-27.38-6.18-36.51-16.96-19.66-23.2-40.57-49.62-59.49-76.72v182l192 64V266c-18.92 27.09-39.82 53.52-59.49 76.72-9.13 10.77-22.44 16.95-36.51 16.95zm266.06-198.51L416 224v288l139.88-55.95A31.996 31.996 0 0 0 576 426.34V176.02c0-11.32-11.43-19.06-21.94-14.86z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">Pr\u00e9sentiel \/ Distanciel<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-1e9df79 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><span class=\"wpr-page-list-item-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-info-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119.043 8 8 119.083 8 256c0 136.997 111.043 248 248 248s248-111.003 248-248C504 119.083 392.957 8 256 8zm0 110c23.196 0 42 18.804 42 42s-18.804 42-42 42-42-18.804-42-42 18.804-42 42-42zm56 254c0 6.627-5.373 12-12 12h-88c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h12v-64h-12c-6.627 0-12-5.373-12-12v-24c0-6.627 5.373-12 12-12h64c6.627 0 12 5.373 12 12v100h12c6.627 0 12 5.373 12 12v24z\"><\/path><\/svg><\/span><div><a   class=\"wpr-no-pointer wpr-pl-title\">Fondamentaux<\/a><\/div><\/li><\/ul><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-02947b1 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"02947b1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-19f6b2a wpr-page-list-horizontal elementor-widget__width-inherit wpr-pl-badge-center wpr-pl-icon-center elementor-widget elementor-widget-wpr-page-list\" data-id=\"19f6b2a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"wpr-page-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"wpr-page-list-wrap\"><ul class=\"wpr-page-list\"><li class=\"wpr-page-list-item elementor-repeater-item-122d37d wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Objectif<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-b765c42 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Programme<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-f82d8be wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Pour qui ?<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-2272fe2 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">Intervenants<\/a><\/div><\/li><li class=\"wpr-page-list-item elementor-repeater-item-9965709 wpr-pointer-none wpr-pointer-line-fx wpr-pointer-fx-fade\"><div><a   class=\"wpr-no-pointer wpr-pl-title\">F.A.Q<\/a><\/div><\/li><\/ul><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7b88ab0 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"7b88ab0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8bcd022 elementor-widget elementor-widget-text-editor\" data-id=\"8bcd022\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Les salari\u00e9s sont de plus en plus souvent confront\u00e9s \u00e0 des situations relationnelles difficiles, en interne ou en externe (prospects, clients, usagers\u2026) : agressivit\u00e9, insultes, menaces\u2026<\/p><p>Et, fr\u00e9quemment, ils sont dans l\u2019incapacit\u00e9 de g\u00e9rer ces probl\u00e9matiques, ce qui cause plusieurs pr\u00e9judices \u00e0 l\u2019entreprise et aux salari\u00e9s eux-m\u00eames :<\/p><ul><li>du stress,<\/li><li>des arr\u00eats de travail,<\/li><li>une d\u00e9gradation du climat social de l\u2019entreprise.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-557a0db e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"557a0db\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8abbe3b elementor-widget elementor-widget-heading\" data-id=\"8abbe3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Objectifs p\u00e9dagogiques<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ff4c34 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7ff4c34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0d7ac0 elementor-widget-divider--separator-type-pattern elementor-widget-divider--no-spacing elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f0d7ac0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\" style=\"--divider-pattern-url: url(&quot;data:image\/svg+xml,%3Csvg xmlns=&#039;http:\/\/www.w3.org\/2000\/svg&#039; preserveAspectRatio=&#039;xMidYMid meet&#039; overflow=&#039;visible&#039; height=&#039;100%&#039; viewBox=&#039;0 0 126 26&#039; fill=&#039;black&#039; stroke=&#039;none&#039;%3E%3Cpath d=&#039;M3,10.2c2.6,0,2.6,2,2.6,3.2S4.4,16.5,3,16.5s-3-1.4-3-3.2S0.4,10.2,3,10.2z M18.8,10.2c1.7,0,3.2,1.4,3.2,3.2s-1.4,3.2-3.2,3.2c-1.7,0-3.2-1.4-3.2-3.2S17,10.2,18.8,10.2z M34.6,10.2c1.5,0,2.6,1.4,2.6,3.2s-0.5,3.2-1.9,3.2c-1.5,0-3.4-1.4-3.4-3.2S33.1,10.2,34.6,10.2z M50.5,10.2c1.7,0,3.2,1.4,3.2,3.2s-1.4,3.2-3.2,3.2c-1.7,0-3.3-0.9-3.3-2.6S48.7,10.2,50.5,10.2z M66.2,10.2c1.5,0,3.4,1.4,3.4,3.2s-1.9,3.2-3.4,3.2c-1.5,0-2.6-0.4-2.6-2.1S64.8,10.2,66.2,10.2z M82.2,10.2c1.7,0.8,2.6,1.4,2.6,3.2s-0.1,3.2-1.6,3.2c-1.5,0-3.7-1.4-3.7-3.2S80.5,9.4,82.2,10.2zM98.6,10.2c1.5,0,2.6,0.4,2.6,2.1s-1.2,4.2-2.6,4.2c-1.5,0-3.7-0.4-3.7-2.1S97.1,10.2,98.6,10.2z M113.4,10.2c1.2,0,2.2,0.9,2.2,3.2s-0.1,3.2-1.3,3.2s-3.1-1.4-3.1-3.2S112.2,10.2,113.4,10.2z&#039;\/%3E%3C\/svg%3E&quot;);\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8555901 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"8555901\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Comprendre les principes essentiels de communication en milieu professionnel<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Identifier les types d\u2019interlocuteurs et les canaux de communication qui conviennent<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Structurer sa communication pour g\u00e9rer les situations tendues ou conflictuelles<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">D\u00e9samorcer et maitriser les situations violentes<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Rester serein en toutes circonstances<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b48b9b2 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-equal-height-no e-con e-parent\" data-id=\"b48b9b2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-71afb8c elementor-widget__width-initial elementor-widget elementor-widget-toggle\" data-id=\"71afb8c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1191\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1191\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-circle-down\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 137-111 248-248 248S8 393 8 256 119 8 256 8s248 111 248 248zM273 369.9l135.5-135.5c9.4-9.4 9.4-24.6 0-33.9l-17-17c-9.4-9.4-24.6-9.4-33.9 0L256 285.1 154.4 183.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L239 369.9c9.4 9.4 24.6 9.4 34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-circle-up\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M8 256C8 119 119 8 256 8s248 111 248 248-111 248-248 248S8 393 8 256zm231-113.9L103.5 277.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L256 226.9l101.6 101.6c9.4 9.4 24.6 9.4 33.9 0l17-17c9.4-9.4 9.4-24.6 0-33.9L273 142.1c-9.4-9.4-24.6-9.4-34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Programme de la formation<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-1191\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1191\"><div class=\"elementor-element elementor-element-368331fd dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"368331fd\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><div class=\"elementor-element elementor-element-3cfe673a dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"3cfe673a\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><div class=\"elementor-element elementor-element-368331fd dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"368331fd\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-9141\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-9141\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">Les bases d&rsquo;une bonne communication<\/a><\/span><\/p><div class=\"WordSection1\"><span style=\"color: #000000;\">D\u00e9finitions<\/span><ul><li><span style=\"color: #000000;\">Les diff\u00e9rents types de communication<\/span><\/li><\/ul><span style=\"color: #000000;\">Les enjeux de la communication<\/span><ul><li><span style=\"color: #000000;\">Les 4 enjeux (information \/ identit\u00e9 \/ influence \/ relation)<\/span><\/li><\/ul><span style=\"color: #000000;\">Les freins \u00e0 la communication<\/span><\/div><ul><li><span style=\"color: #000000;\">Identifier les peurs qui freinent la communication<\/span><\/li><li><span style=\"color: #000000;\">Structurer et pr\u00e9parer sa communication pour agir en confiance<\/span><\/li><li><span style=\"color: #000000;\">Supprimer les messages parasites de communication non verbale et de prox\u00e9mique<\/span><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><h2 id=\"elementor-tab-title-2351\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-2351\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">Les outils d&rsquo;une bonne communication<\/a><\/span><\/h2><div id=\"elementor-tab-content-2351\" class=\"elementor-tab-content elementor-clearfix elementor-active\" role=\"region\" data-tab=\"1\" aria-labelledby=\"elementor-tab-title-2351\"><span style=\"color: #000000;\">L\u2019\u00e9coute active<\/span><ul><li><span style=\"color: #000000;\">Les 6 attitudes de Porter (test)<\/span><\/li><li><span style=\"color: #000000;\">Les 4 \u00e9tapes de l\u2019\u00e9coute active (\u00e9tude de cas)<\/span><\/li><\/ul><span style=\"color: #000000;\">Les outils de traitement de situations difficiles<\/span><ul><li><span style=\"color: #000000;\">La m\u00e9thode DESC (mise en situation)<\/span><\/li><li><span style=\"color: #000000;\">La m\u00e9thode OSBD (vid\u00e9o + mise en situation)<\/span><\/li><li><span style=\"color: #000000;\">Comment choisir entre ces 2 techniques en fonction de la situation<\/span><\/li><\/ul><span style=\"color: #000000;\">L\u2019assertivit\u00e9<\/span><ul><li><span style=\"color: #000000;\">Les 3 \u00e9cueils : agressivit\u00e9, fuite et manipulation (test)<\/span><\/li><li><span style=\"color: #000000;\">Les 6 attitudes permettant d\u2019\u00eatre assertif (vid\u00e9o)<\/span><\/li><\/ul><span style=\"color: #000000;\">Les bases de la Process Com<\/span><ul><li><span style=\"color: #000000;\">Les 6 types de personnalit\u00e9s<\/span><\/li><li><span style=\"color: #000000;\">Les canaux de communication qui leur conviennent (mise en situation)<\/span><\/li><\/ul><\/div><\/div><\/div><\/div><div class=\"elementor-element elementor-element-c214d32 dc-has-condition dc-condition-empty elementor-widget elementor-widget-accordion\" data-id=\"c214d32\" data-element_type=\"widget\" data-widget_type=\"accordion.default\"><div class=\"elementor-widget-container\"><div class=\"elementor-accordion\"><div class=\"elementor-accordion-item\"><p id=\"elementor-tab-title-2031\" class=\"elementor-tab-title elementor-active\" tabindex=\"0\" role=\"button\" data-tab=\"1\" aria-controls=\"elementor-tab-content-2031\" aria-expanded=\"true\" aria-selected=\"true\"><span style=\"color: #000000;\"><a class=\"elementor-accordion-title\" style=\"color: #000000;\" tabindex=\"0\">Les situations difficiles \u00e0 g\u00e9rer<\/a><\/span><\/p><div id=\"elementor-tab-content-2031\" class=\"elementor-tab-content elementor-clearfix elementor-active\" role=\"region\" data-tab=\"1\" aria-labelledby=\"elementor-tab-title-2031\"><p><span style=\"color: #000000;\">Les manipulations<\/span><\/p><ul><li><p><span style=\"color: #000000;\">Les 3 r\u00f4les du triangle de KARPMAN<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">Les 5 techniques pour en sortir (mise en situation)<\/span><\/p><\/li><\/ul><p><span style=\"color: #000000;\">Les conflits<\/span><\/p><ul><li><p><span style=\"color: #000000;\">Les 5 tendances dans la gestion de conflits (\u00e9tude de cas)<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">Les 6 \u00e9tapes de la n\u00e9gociation pour sortir d\u2019un conflit<\/span><\/p><\/li><\/ul><p><span style=\"color: #000000;\">L\u2019agressivit\u00e9<\/span><\/p><ul><li><p><span style=\"color: #000000;\">Les situations ne pouvant pas \u00eatre diff\u00e9r\u00e9es<\/span><\/p><\/li><li><p><span style=\"color: #000000;\">Les situations permettant un report et une n\u00e9gociation (mise en situation)<\/span><\/p><\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1192\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1192\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-circle-down\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 137-111 248-248 248S8 393 8 256 119 8 256 8s248 111 248 248zM273 369.9l135.5-135.5c9.4-9.4 9.4-24.6 0-33.9l-17-17c-9.4-9.4-24.6-9.4-33.9 0L256 285.1 154.4 183.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L239 369.9c9.4 9.4 24.6 9.4 34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-circle-up\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M8 256C8 119 119 8 256 8s248 111 248 248-111 248-248 248S8 393 8 256zm231-113.9L103.5 277.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L256 226.9l101.6 101.6c9.4 9.4 24.6 9.4 33.9 0l17-17c9.4-9.4 9.4-24.6 0-33.9L273 142.1c-9.4-9.4-24.6-9.4-34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">\u00c0 qui s\u2019adresse cette formation ?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-1192\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1192\"><p>Tout salari\u00e9 ayant \u00e0 subir des relations difficiles (coll\u00e8gues, clients, usagers, &#8230;)<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1193\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1193\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-circle-down\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 137-111 248-248 248S8 393 8 256 119 8 256 8s248 111 248 248zM273 369.9l135.5-135.5c9.4-9.4 9.4-24.6 0-33.9l-17-17c-9.4-9.4-24.6-9.4-33.9 0L256 285.1 154.4 183.5c-9.4-9.4-24.6-9.4-33.9 0l-17 17c-9.4 9.4-9.4 24.6 0 33.9L239 369.9c9.4 9.4 24.6 9.4 34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-circle-up\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M8 256C8 119 119 8 256 8s248 111 248 248-111 248-248 248S8 393 8 256zm231-113.9L103.5 277.6c-9.4 9.4-9.4 24.6 0 33.9l17 17c9.4 9.4 24.6 9.4 33.9 0L256 226.9l101.6 101.6c9.4 9.4 24.6 9.4 33.9 0l17-17c9.4-9.4 9.4-24.6 0-33.9L273 142.1c-9.4-9.4-24.6-9.4-34 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">Financement de la formation<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-1193\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1193\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Formation Communiquer en situation difficile S&rsquo;affirmer en tant qu&rsquo;acteur de la pr\u00e9vention Demander un devis Session garantie 2 jours Pr\u00e9sentiel \/ Distanciel Fondamentaux Objectif Programme Pour qui ? Intervenants F.A.Q Les salari\u00e9s sont de plus en plus souvent confront\u00e9s \u00e0 des situations relationnelles difficiles, en interne ou en externe (prospects, clients, usagers\u2026) : agressivit\u00e9, insultes, menaces\u2026 Et, fr\u00e9quemment, ils sont dans l\u2019incapacit\u00e9 de g\u00e9rer ces probl\u00e9matiques, ce qui cause plusieurs pr\u00e9judices \u00e0 l\u2019entreprise et aux salari\u00e9s eux-m\u00eames : du stress, des arr\u00eats de travail, une d\u00e9gradation du climat social de l\u2019entreprise. Objectifs p\u00e9dagogiques Comprendre les principes essentiels de communication en milieu professionnel Identifier les types d\u2019interlocuteurs et les canaux de communication qui conviennent Structurer sa communication pour g\u00e9rer les situations tendues ou conflictuelles D\u00e9samorcer et maitriser les situations violentes Rester serein en toutes circonstances Programme de la formation Les bases d&#8217;une bonne communication D\u00e9finitions Les diff\u00e9rents types de communication Les enjeux de la communication Les 4 enjeux (information \/ identit\u00e9 \/ influence \/ relation) Les freins \u00e0 la communication Identifier les peurs qui freinent la communication Structurer et pr\u00e9parer sa communication pour agir en confiance Supprimer les messages parasites de communication non verbale et de prox\u00e9mique Les outils d&#8217;une bonne communication L\u2019\u00e9coute active Les 6 attitudes de Porter (test) Les 4 \u00e9tapes de l\u2019\u00e9coute active (\u00e9tude de cas) Les outils de traitement de situations difficiles La m\u00e9thode DESC (mise en situation) La m\u00e9thode OSBD (vid\u00e9o + mise en situation) Comment choisir entre ces 2 techniques en fonction de la situation L\u2019assertivit\u00e9 Les 3 \u00e9cueils : agressivit\u00e9, fuite et manipulation (test) Les 6 attitudes permettant d\u2019\u00eatre assertif (vid\u00e9o) Les bases de la Process Com Les 6 types de personnalit\u00e9s Les canaux de communication qui leur conviennent (mise en situation) Les situations difficiles \u00e0 g\u00e9rer Les manipulations Les 3 r\u00f4les du triangle de KARPMAN Les 5 techniques pour en sortir (mise en situation) Les conflits Les 5 tendances dans la gestion de conflits (\u00e9tude de cas) Les 6 \u00e9tapes de la n\u00e9gociation pour sortir d\u2019un conflit L\u2019agressivit\u00e9 Les situations ne pouvant pas \u00eatre diff\u00e9r\u00e9es Les situations permettant un report et une n\u00e9gociation (mise en situation) \u00c0 qui s\u2019adresse cette formation ? Tout salari\u00e9 ayant \u00e0 subir des relations difficiles (coll\u00e8gues, clients, usagers, &#8230;) Financement de la formation<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4237","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages\/4237","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4237"}],"version-history":[{"count":7,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages\/4237\/revisions"}],"predecessor-version":[{"id":4244,"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=\/wp\/v2\/pages\/4237\/revisions\/4244"}],"wp:attachment":[{"href":"https:\/\/psmformationconsulting.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4237"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}