mgehc2160  2018-2019  Charleroi

3 credits
7.5 h + 7.5 h
Carlier Charles;
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
''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

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


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
  • '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
Executive certificate in Accounting (Level 2)

Master [120] in Management (shift Schedule 2)