Course sheet · 2027 catalogueSoft skills
Interpersonal Communication and Relational Intelligence
Two days to get your message across better and understand others better, with colleagues, customers and suppliers. Listening, rephrasing and questioning, then requests, refusals and criticism made without aggression or self-effacement: each technique is practised on exchanges participants really have, and everyone leaves with their own wording for the situations that cost them most energy.
Duration2 days
Request a quoteObjectives
- Explain what gets lost between what you say and what the other person understands
- Practise active listening: attention, rephrasing, open and closed questions
- Formulate a request, a refusal and a criticism clearly and respectfully
- Adopt an assertive stance, far from passivity, aggression and manipulation
- Adapt your message to the person, the channel and the situation: face to face, phone, writing, meetings
- Identify your own reactions under tension and choose your response
Programme
Day 1 — morning
- Sender, receiver, filters: why a clear message is not always understood
- Words, tone, posture: what the other person actually retains
- Self-diagnosis: your communication habits and the situations where they work against you
- Four attitudes towards others: passive, aggressive, manipulative, assertive
Day 1 — afternoon
- Active listening: staying quiet, showing you are following, not preparing your answer while the other speaks
- Rephrasing: checking, summarising, asking for detail
- Questioning: open, closed and clarifying questions; the funnel technique
- Pair exercises on real professional exchanges
Day 2 — morning
- Making a precise request: what, by when, why, with what resources
- Saying no without closing the relationship: acknowledge the request, decline, propose
- Voicing criticism about a fact, not a person
- Receiving criticism without justifying yourself or hitting back
Day 2 — afternoon (workshop)
- Adapting your communication to someone in a hurry, wary, highly technical or angry
- Choosing the channel: when a call beats an email, when to switch to face to face
- Workshop: role plays on the difficult exchanges brought by participants
- Personal progress plan and knowledge test
Teaching methods
- Short, repeated role plays, in pairs then in front of the group
- Self-diagnosis of your communication habits, revisited at the end of the session
- Situations drawn from real exchanges: a customer complaining, a late supplier, a colleague from another department, an urgent request from management
- Wording sheets built by the participants themselves
- Delivered in French, Darija or English, with bilingual materials
Assessment and documents
Knowledge test and a final role play observed against a common grid, with a follow-up evaluation at D+1. Numbered training certificate, verifiable online, for each participant; training report handed to the company.
Bilingual materials for every participant; each classroom course comes with its digital twin on OmniLearn.
Frequently asked questions
How does it differ from the "Active Listening" course?
"Active Listening" devotes one day to receiving the message. This two-day course also covers expression: asking, refusing, criticising, and adapting your message to the person and the channel.
Does the course use a personality test?
No. The work on profiles looks at observable behaviours in context: someone in a hurry, wary, highly technical. Each participant spots their own habits through a simple self-diagnosis and feedback from the group.
Is it suitable for non-managerial roles?
Yes. It is for anyone who works with teams, customers or suppliers: assistants, technicians, buyers, sales staff, planners, customer service agents.
Can people from different departments attend together?
It is even recommended. Role plays between production and sales, or between purchasing and quality, bring out the company's real misunderstandings and let you work on them during the session.
How can this training be funded?
Delivered in-company, it fits into the company's training plan and can be submitted under the special training contracts (CSF), subject to the rules in force. We prepare the file with you.
Practical information
- Duration
- 2 days
- Prerequisites
- No prerequisites
- Group size
- Groups of 6 to 12 participants, in-company
- Format
- In-company, face to face on your site
- Language
- French, Darija or English; bilingual materials
- Funding
- OFPPT special training contracts (TFP), GIAC, Maroc PME: we prepare the applications with you, at no extra cost.
- Programme customisation
- Programme adapted to your procedures, your equipment and your audience
Organise this course
Price and dates on quote, depending on your headcount, your site and your preferred period.
Request a quoteDownload the PDF sheetCall +212 661 863 618Related courses
All courses in this fieldTrain your teams on your own site
Book a call with a consultant or request an in-company session: we adapt the programme to your procedures and your audience.