Teacher(s)

Carlier Charles;

Language

French

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

Teaching methods

Due to the COVID-19 crisis, the information in this section is particularly likely to change.

• Theoretical references: Neurolinguistic programming, Transactional Analysis, the Palo Alto School 
• Role plays

Evaluation methods

Due to the COVID-19 crisis, the information in this section is particularly likely to change.

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

CLSM