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'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
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”.
Oral or written examination
- Theoretical references: Neurolinguistic programming, Transactional Analysis, the Palo Alto School
- Role plays
- 'Selling Professional Services' ' Charles H. Green
- " The Relationship is the Customer' ' Charles H. Green
- ' Do you Really Want Relationships?' ' David Maister
- 'The Consultant Role' ' David Maister
- 'The Trusted Advisor' ' David Maister
