1
Describing the situation based on facts (Describe)
- Decipher the link between the stimulus and its consequences.
- Differentiate between the notions of observations, facts, opinions, interpretations, generalisations, judgements and feelings.
- Remain objective in all situations by focusing on actions, not people.
Hands-on work
Quiz on the notion of observations. An analytical exercise to differentiate facts and opinions. Joint discussions: differentiating facts from opinions and feelings. Practice.
2
Expressing the consequences (Express)
- Clarify the mechanism, from stimulus to emotion.
- Take the time to identify and accommodate your emotions, and identify the link with your bodily feelings.
- Speak using “I” and avoid “you”.
Hands-on work
Discussions and feedback. Game on emotions. Quiz on personal emotions. Practice.
3
Searching for solutions together
- Open up the dialogue and work towards solutions.
- Dare to be surprised by the appearance of new lines of approach.
- Differentiate between deep need and practical means.
Hands-on work
Exercise on formulation choices. Game on universal needs. Practice.
4
Concluding (Conclude)
- Formalise the agreement and mutual commitment.
- Schedule an assessment if necessary.
- Show gratitude and offer thanks.
Hands-on work
Summary: case study and/or scenario. Role play (optional) on situations encountered in daily professional life.
3.5 hours 
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