OBJECTIVES
Develop communication skills
Understand everyday the general problem of conflict management
PUBLIC
For all
PROGRAM
Effectively manage the relationship with your contact
To be able to give feedback
Know how to listen
To be able to show empathy
The signs of valorization and recognition
Identify the conflict
Recognize the signs of conflict
Negotiate to avoid tensions
How to manage conflicts
Know how to express your opinion: find the right tone and words
Find the balance between courtesy, tact and firmness
Hear the criticism and manage it
Know your limits and know how to say no
Formulate the answer without making any mistakes
EDUCATIONAL TOOLS
Presentations
Group work
Scenarios and role plays
Organizer
Reval
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