Understand your role as a consultant
- The keys to customer relations.
- The framework of the contractual relationship, its strengths and limitations.
- The roles of consultant and employee.
- The qualities necessary for the role of consultant.
Exercise
Self-assessment on customer relationship management.
Knowing the basic principles of communication
- Saying isn't communicating.
- Keys to effective communication.
- Taking stock of your own strengths and areas for improvement.
Exercise
Games to raise awareness of the basic principles of communication.
Understanding the customer and qualify their need
- Adopting the customer's vision to understand their needs.
- The art of questioning and active listening.
- The added value of the consultant's posture.
Role-playing
Games and practice, filmed and debriefed.
Convincing and Persuading
- The service proposal.
- The pitch.
- Personalizing your speech.
- Handling objections.
- Influencing techniques.
Role-playing
Practicing face-to-face to arouse the interest of another person; exercises to manage obstruction techniques.
Increasing your authority
- Different forms of power.
- Legitimizing your role.
- Asserting your leadership.
Role-playing
Role-playing on the basis of charisma and legitimacy of a non-hierarchical authority.
Making a presentation to an audience
- Introducing yourself and explaining the purpose of the talk.
- Framing a presentation.
- The use of voice, verbal and non-verbal communication.
- Managing stress.
- Fielding questions.
Role-playing
Filmed practice: Give a presentation before an audience and manage its reactions.
Leading a meeting
- The different stages and objectives of the meeting.
- Leading techniques.
- Presenting a project with figures.
- Incorporating various types of participants.
Role-playing
Role-playing: communicating on the progress of a project. Identifying difficulties encountered. Forming concrete solutions.
Managing delicate situations
- Conflict mechanisms.
- Managing your emotions.
- Returning to a constructive zone.
Role-playing
Filmed exercise: unblocking a relationship conflict.
3d
- 21h00 
