mgehc2160  2019-2020  Charleroi

Note from June 29, 2020
Although we do not yet know how long the social distancing related to the Covid-19 pandemic will last, and regardless of the changes that had to be made in the evaluation of the June 2020 session in relation to what is provided for in this learning unit description, new learnig unit evaluation methods may still be adopted by the teachers; details of these methods have been - or will be - communicated to the students by the teachers, as soon as possible.
3 credits
7.5 h + 7.5 h
Q2
Teacher(s)
Language
French
Prerequisites
/
Main themes
'Communication' part
''Levels of learning
''Presuppositions of communication
''The communication process
''Communication filters (reality is subjective and multiple)
  • sensory
  • linguistic (the NLP meta model:Generalisations, distortions, omissions)
''Active listening (listening, specific questioning and rephrasing)
''Non-verbal language
  • Index computations
  • The Mehrabian model
''decoding
''synchronisation
''consistency
''Human relationships or transactions
  • The 3 Ego-states  TA (Parent/Adult/Child)
  • The TA life positions (OK/OK)
  • The TA Drama Triangle (Victim / Persecutor / Rescuer) and the Winner's Triangle (Assertive, Caring, Vulnerable)
''The definition of objectives
''Diagram depicting effective communication
'Drafting technique' part
''Role and tasks of the tax consultant
''Research methods
''Drafting and structuring written advice
''Project management basics
''Characteristics of the client/consultant relationship
Aims

At the end of this learning unit, the student is able to :

1

On completion of this course, students will be able:

  • to actively communicate with the client in the context of a consultation
  • to interpret the client¿s unspoken and nonverbal communication
  • to draw up a written consultation on complex issues which is pertinent, documented and secure in terms of liability
 

The contribution of this Teaching Unit to the development and command of the skills and learning outcomes of the programme(s) can be accessed at the end of this sheet, in the section entitled “Programmes/courses offering this Teaching Unit”.
Teaching methods
  • Theoretical references: Neurolinguistic programming, Transactional Analysis, the Palo Alto School 
  • Role plays
Evaluation methods
Oral or written examination
Bibliography
  • 'Selling Professional Services' ' Charles H. Green
  • " The Relationship is the Customer' ' Charles H. Green
  • ' Do you Really Want Relationship' ' David Maister
  • 'The Consultant Role' ' David Maister
  • 'The Trusted Advisor' ' David Maister
Faculty or entity


Programmes / formations proposant cette unité d'enseignement (UE)

Title of the programme
Sigle
Credits
Prerequisites
Aims
Executive certificate in Accounting (Level 2)

Master [120] in Management (shift Schedule 2)