{"id":214672,"date":"2025-01-27T08:59:51","date_gmt":"2025-01-27T07:59:51","guid":{"rendered":"https:\/\/www.accedia.fr\/?p=214672"},"modified":"2025-04-08T09:48:11","modified_gmt":"2025-04-08T07:48:11","slug":"ecoute-active","status":"publish","type":"post","link":"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/","title":{"rendered":"L&rsquo;\u00e9coute active dans la n\u00e9gociation : principes et applications"},"content":{"rendered":"\n<p>L&rsquo;\u00e9coute active, <strong>d\u00e9velop<\/strong><strong>p\u00e9e par le psychologue Carl Rogers dans les ann\u00e9es 40<\/strong>, constitue une <strong>technique de communication qui renforce la compr\u00e9hension mutuelle lors des n\u00e9gociations<\/strong>. Cette approche permet d&rsquo;identifier les besoins r\u00e9els des interlocuteurs et de construire des accords p\u00e9rennes.<\/p>\n\n\n\n<p><strong>Un quiz est disponible \u00e0 la fin de cet article pour tester vos connaissances.<\/strong> Bonne lecture !<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_73 ez-toc-wrap-center counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Sommaire :<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #10002b;color:#10002b\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #10002b;color:#10002b\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#La_distinction_entre_ecouter_et_entendre\" title=\"La distinction entre \u00e9couter et entendre\">La distinction entre \u00e9couter et entendre<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Les_bases_de_lecoute_active\" title=\"Les bases de l&rsquo;\u00e9coute active\">Les bases de l&rsquo;\u00e9coute active<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Les_techniques_decoute_active_en_negociation\" title=\"Les techniques d&rsquo;\u00e9coute active en n\u00e9gociation\">Les techniques d&rsquo;\u00e9coute active en n\u00e9gociation<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#1_La_reformulation\" title=\"1. La reformulation\">1. La reformulation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#2_Lobservation_du_non-verbal\" title=\"2. L&rsquo;observation du non-verbal\">2. L&rsquo;observation du non-verbal<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#3_Lutilisation_du_silence\" title=\"3. L&rsquo;utilisation du silence\">3. L&rsquo;utilisation du silence<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#4_Le_questionnement_cible\" title=\"4. Le questionnement cibl\u00e9\">4. Le questionnement cibl\u00e9<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Les_pratiques_recommandees\" title=\"Les pratiques recommand\u00e9es\">Les pratiques recommand\u00e9es<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#1_La_concentration\" title=\"1. La concentration\">1. La concentration<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#2_La_posture_physique\" title=\"2. La posture physique\">2. La posture physique<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#3_Labsence_de_jugement\" title=\"3. L&rsquo;absence de jugement\">3. L&rsquo;absence de jugement<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Lutilisation_en_negociation\" title=\"L&rsquo;utilisation en n\u00e9gociation\">L&rsquo;utilisation en n\u00e9gociation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Le_developpement_des_competences\" title=\"Le d\u00e9veloppement des comp\u00e9tences\">Le d\u00e9veloppement des comp\u00e9tences<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Les_points_dattention\" title=\"Les points d&rsquo;attention\">Les points d&rsquo;attention<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/ecoute-active\/#Quiz_sur_lecoute_active\" title=\"Quiz sur l&rsquo;\u00e9coute active\">Quiz sur l&rsquo;\u00e9coute active<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"La_distinction_entre_ecouter_et_entendre\"><\/span>La distinction entre \u00e9couter et entendre<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>L&rsquo;\u00e9coute active diff\u00e8re de l&rsquo;\u00e9coute passive. <strong>L&rsquo;\u00e9coute passive se limite \u00e0 la r\u00e9ception des informations sans implication particuli\u00e8re<\/strong>. \u00c0 l&rsquo;inverse, <strong>l&rsquo;\u00e9coute active engage l&rsquo;auditeur dans la compr\u00e9hension profonde du message<\/strong>. <\/p>\n\n\n\n<p>Cette d\u00e9marche volontaire n\u00e9cessite une concentration soutenue pour percevoir les mots, les \u00e9motions et les motivations sous-jacentes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Les_bases_de_lecoute_active\"><\/span>Les bases de l&rsquo;\u00e9coute active<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>L&rsquo;\u00e9coute active s&rsquo;appuie sur <strong>trois \u00e9l\u00e9ments fondamentaux<\/strong> : <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>L&#8217;empathie<\/strong> permet de comprendre la perspective de l&rsquo;autre sans jugement.<\/li>\n\n\n\n<li><strong>L&rsquo;authenticit\u00e9<\/strong> favorise l&rsquo;\u00e9tablissement d&rsquo;une relation sinc\u00e8re.<\/li>\n\n\n\n<li><strong>La bienveillance<\/strong> cr\u00e9e les conditions propices \u00e0 l&rsquo;expression libre des id\u00e9es et des sentiments.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Les_techniques_decoute_active_en_negociation\"><\/span>Les techniques d&rsquo;\u00e9coute active en n\u00e9gociation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Plusieurs m\u00e9thodes permettent de mettre en \u0153uvre l&rsquo;\u00e9coute active lors d&rsquo;une n\u00e9gociation :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_La_reformulation\"><\/span>1. La reformulation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>La reformulation consiste \u00e0 reprendre les propos de votre interlocuteur avec vos propres mots. Cette technique v\u00e9rifie votre compr\u00e9hension et d\u00e9montre votre attention. Les phrases comme \u00ab\u00a0Si je vous comprends bien\u2026\u00a0\u00bb ou \u00ab\u00a0En d&rsquo;autres termes\u2026\u00a0\u00bb facilitent cette pratique.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Lobservation_du_non-verbal\"><\/span>2. L&rsquo;observation du non-verbal<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Le <a href=\"https:\/\/www.accedia.fr\/blog\/communication-relation-client\/langage-corporel-negociation\/\">langage corporel<\/a> transmet des informations compl\u00e9mentaires. Les gestes, les expressions faciales, la posture et le regard enrichissent la communication verbale. L&rsquo;observation de ces signaux aide \u00e0 percevoir l&rsquo;\u00e9tat d&rsquo;esprit et les r\u00e9actions \u00e9motionnelles de votre interlocuteur.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Lutilisation_du_silence\"><\/span>3. L&rsquo;utilisation du silence<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Les silences contribuent \u00e0 l&rsquo;\u00e9coute active. Ils offrent \u00e0 votre interlocuteur l&rsquo;opportunit\u00e9 de d\u00e9velopper sa pens\u00e9e et d&rsquo;approfondir ses r\u00e9flexions. Ces moments de pause favorisent l&rsquo;\u00e9mergence de nouvelles perspectives.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Le_questionnement_cible\"><\/span>4. Le questionnement cibl\u00e9<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Les questions ouvertes incitent votre interlocuteur \u00e0 d\u00e9velopper ses propos. Des formulations comme \u00ab\u00a0Pouvez-vous m&rsquo;en dire plus ?\u00a0\u00bb ou \u00ab\u00a0Comment envisagez-vous cette situation ?\u00a0\u00bb permettent d&rsquo;explorer les sujets en profondeur. Les questions ferm\u00e9es servent \u00e0 confirmer votre compr\u00e9hension ou \u00e0 obtenir des pr\u00e9cisions.<\/p>\n\n\n\n<style>\n        * {\n            margin: 0;\n            padding: 0;\n            box-sizing: border-box;\n            font-family: 'Poppins', sans-serif;\n        }\n        \n        .cta-container {\n            background-color: #97031e;\n            color: white;\n            padding: 40px;\n            border-radius: 12px;\n            max-width: 1100px;\n            margin: 20px auto;\n            position: relative;\n            overflow: hidden;\n        }\n        \n        .cta-headline {\n            font-size: 26px;\n            font-weight: 600;\n            margin-bottom: 10px;\n        }\n        \n        .cta-tagline {\n            font-size: 22px;\n            font-weight: 700;\n            margin-bottom: 20px;\n        }\n        \n        .cta-description {\n            font-size: 14px;\n            max-width: 70%;\n            margin-bottom: 25px;\n            line-height: 1.5;\n        }\n        \n        .cta-buttons {\n            display: flex;\n            flex-wrap: wrap;\n            gap: 15px;\n        }\n        \n        .cta-button {\n            display: inline-block;\n            background-color: white;\n            color: #97031e;\n            padding: 12px 24px;\n            border-radius: 8px;\n            text-decoration: none;\n            font-weight: 600;\n            font-size: 16px;\n            transition: all 0.3s ease;\n        }\n        \n        .cta-button.secondary {\n            background-color: transparent;\n            color: white;\n            border: 2px solid white;\n        }\n        \n        .cta-button:hover {\n            background-color: rgba(255, 255, 255, 0.9);\n            transform: translateY(-2px);\n        }\n        \n        .cta-button.secondary:hover {\n            background-color: rgba(255, 255, 255, 0.1);\n        }\n        \n        .cta-circles {\n            position: absolute;\n            right: 0;\n            top: 0;\n            height: 100%;\n            width: 30%;\n            pointer-events: none;\n        }\n        \n        .circle {\n            position: absolute;\n            background-color: rgba(255, 255, 255, 0.1);\n            border-radius: 50%;\n        }\n        \n        .circle-1 {\n            width: 120px;\n            height: 120px;\n            top: 10%;\n            right: 10%;\n        }\n        \n        .circle-2 {\n            width: 80px;\n            height: 80px;\n            top: 40%;\n            right: 5%;\n        }\n        \n        .circle-3 {\n            width: 160px;\n            height: 160px;\n            bottom: -5%;\n            right: 15%;\n        }\n        \n        @media (max-width: 768px) {\n            .cta-headline {\n                font-size: 22px;\n            }\n            \n            .cta-tagline {\n                font-size: 20px;\n            }\n            \n            .cta-description {\n                max-width: 100%;\n                font-size: 13px;\n            }\n            \n            .cta-circles {\n                width: 20%;\n            }\n            \n            .cta-buttons {\n                flex-direction: column;\n                gap: 10px;\n            }\n            \n            .cta-button {\n                text-align: center;\n            }\n        }\n<\/style>\n<div class=\"cta-container\">\n        <div class=\"cta-content\">\n            <div class=\"cta-headline\">Quand la n\u00e9gociation bloque, les r\u00e9sultats s&rsquo;effondrent.<\/div>\n            <div class=\"cta-tagline\">Ne restez pas bloqu\u00e9.<\/div>\n            <div class=\"cta-description\">Vous souhaitez d\u00e9velopper vos comp\u00e9tences en n\u00e9gociation et obtenir des r\u00e9sultats concrets? Venez \u00e9changer avec nos experts et d\u00e9couvrez nos formations adapt\u00e9es \u00e0 vos enjeux professionnels!<\/div>\n            <div class=\"cta-buttons\">\n                <a href=\"https:\/\/www.accedia.fr\/contact\/\" class=\"cta-button\">Demander un entretien<\/a>\n                <a href=\"https:\/\/www.accedia.fr\/formations\/\" class=\"cta-button secondary\">D\u00e9couvrir nos formations<\/a>\n            <\/div>\n        <\/div>\n        <div class=\"cta-circles\">\n            <div class=\"circle circle-1\"><\/div>\n            <div class=\"circle circle-2\"><\/div>\n            <div class=\"circle circle-3\"><\/div>\n        <\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Les_pratiques_recommandees\"><\/span>Les pratiques recommand\u00e9es<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_La_concentration\"><\/span>1. La concentration<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>L&rsquo;\u00e9coute active demande une attention compl\u00e8te. <strong>\u00c9vitez les distractions comme la lecture de messages ou la prise de notes excessive<\/strong>. Votre concentration doit se porter sur votre interlocuteur et son message.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_La_posture_physique\"><\/span>2. La posture physique<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Votre position physique refl\u00e8te votre engagement dans l&rsquo;\u00e9change. <strong>Les hochements de t\u00eate, le regard attentif et l&rsquo;orientation vers votre interlocuteur manifestent votre attention<\/strong>. Ces signaux non verbaux encouragent la continuation du dialogue.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Labsence_de_jugement\"><\/span>3. L&rsquo;absence de jugement<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>L&rsquo;\u00e9coute active requiert d&rsquo;<strong>accueillir les id\u00e9es sans pr\u00e9jug\u00e9s<\/strong>, m\u00eame lorsqu&rsquo;elles diff\u00e8rent de vos opinions initiales. Cette approche favorise un dialogue ouvert et constructif.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Lutilisation_en_negociation\"><\/span>L&rsquo;utilisation en n\u00e9gociation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><strong>L&rsquo;\u00e9coute active intervient \u00e0 chaque \u00e9tape de la n\u00e9gociation<\/strong> :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Au d\u00e9but, elle \u00e9tablit un climat de confiance. <\/li>\n\n\n\n<li>Pendant les \u00e9changes, elle r\u00e9v\u00e8le les points de convergence et de divergence. <\/li>\n\n\n\n<li>En fin de discussion, elle facilite l&rsquo;\u00e9laboration d&rsquo;accords mutuellement satisfaisants.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Le_developpement_des_competences\"><\/span>Le d\u00e9veloppement des comp\u00e9tences<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>L&rsquo;\u00e9coute active se perfectionne par la pratique. Les d\u00e9bats et les jeux de r\u00f4le permettent d&rsquo;affiner cette capacit\u00e9. La <a href=\"https:\/\/www.accedia.fr\/formations\/formation-negociation-commerciale\/\">formation en n\u00e9gociation commerciale<\/a> propose des apprentissages structur\u00e9s pour renforcer cette comp\u00e9tence.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Les_points_dattention\"><\/span>Les points d&rsquo;attention<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>L&rsquo;\u00e9coute active ne convient pas \u00e0 toutes les situations. Dans les moments de crise n\u00e9cessitant une action imm\u00e9diate ou face \u00e0 un interlocuteur dispers\u00e9, d&rsquo;autres approches peuvent s&rsquo;av\u00e9rer plus pertinentes.<\/p>\n\n\n\n<p>L&rsquo;\u00e9coute active repr\u00e9sente une m\u00e9thode efficace en n\u00e9gociation. Elle cr\u00e9e les conditions favorables au dialogue constructif et \u00e0 la recherche de solutions communes. Cette comp\u00e9tence permet de mener des n\u00e9gociations productives et de construire des relations professionnelles durables.<\/p>\n\n\n\n<div class=\"ea-quiz-container\">\n    <style>\n        .ea-quiz-container {\n            max-width: 800px;\n            margin: 20px auto;\n            padding: 20px;\n            background-color: white;\n            border-radius: 10px;\n            box-shadow: 0 2px 5px rgba(0,0,0,0.1);\n        }\n        .ea-quiz-container .ea-quiz-title {\n            font-size: 24px;\n            margin-bottom: 20px;\n        }\n        .ea-quiz-container .ea-question-text {\n            font-size: 18px;\n            font-weight: 500;\n            margin-bottom: 15px;\n        }\n        .ea-quiz-container .ea-question-container {\n            margin-bottom: 20px;\n        }\n        .ea-quiz-container .ea-options-container {\n            display: flex;\n            flex-direction: column;\n            gap: 10px;\n        }\n        .ea-quiz-container 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       font-size: 20px;\n            font-weight: 500;\n            margin-bottom: 15px;\n        }\n    <\/style>\n\n    <h2><span class=\"ez-toc-section\" id=\"Quiz_sur_lecoute_active\"><\/span>Quiz sur l&rsquo;\u00e9coute active<span class=\"ez-toc-section-end\"><\/span><\/h2>\n    <div id=\"ea-quiz\">\n        <div class=\"ea-progress\">Question <span id=\"ea-current-question\">1<\/span>\/4<\/div>\n        <div class=\"ea-question-container\">\n            <div class=\"ea-question-text\" id=\"ea-question\"><\/div>\n            <div class=\"ea-options-container\" id=\"ea-options\"><\/div>\n            <div class=\"ea-feedback\" id=\"ea-feedback\"><\/div>\n            <button class=\"ea-next-btn\" id=\"ea-next-btn\" style=\"display: none;\">Question suivante<\/button>\n        <\/div>\n    <\/div>\n    <div class=\"ea-score-container\" id=\"ea-score-container\">\n        <div class=\"ea-final-score\">Quiz termin\u00e9 !<\/div>\n        <p>Votre score : <span id=\"ea-score\">0<\/span>\/4<\/p>\n        <button class=\"ea-restart-btn\" id=\"ea-restart-btn\">Recommencer le quiz<\/button>\n    <\/div>\n\n    <script>\n        (function() {\n            const questions = [\n                {\n                    question: \"Quelle est la principale diff\u00e9rence entre l'\u00e9coute active et l'\u00e9coute passive ?\",\n                    options: [\n                        \"L'\u00e9coute active n\u00e9cessite une prise de notes d\u00e9taill\u00e9e\",\n                        \"L'\u00e9coute active implique une concentration et une compr\u00e9hension profonde du message\",\n                        \"L'\u00e9coute passive est plus efficace en n\u00e9gociation\",\n                        \"Il n'y a pas de diff\u00e9rence significative\"\n                    ],\n                    correct: 1,\n                    explanation: \"L'\u00e9coute active engage l'auditeur dans une compr\u00e9hension profonde du message, contrairement \u00e0 l'\u00e9coute passive qui se limite \u00e0 la r\u00e9ception des informations.\"\n                },\n                {\n                    question: \"Quels sont les \u00e9l\u00e9ments fondamentaux de l'\u00e9coute active ?\",\n                    options: [\n                        \"La persuasion, l'autorit\u00e9 et la fermet\u00e9\",\n                        \"L'empathie, l'authenticit\u00e9 et la bienveillance\",\n                        \"La rapidit\u00e9, l'efficacit\u00e9 et la productivit\u00e9\",\n                        \"Le contr\u00f4le, la direction et l'influence\"\n                    ],\n                    correct: 1,\n                    explanation: \"L'\u00e9coute active repose sur trois piliers : l'empathie pour comprendre l'autre, l'authenticit\u00e9 pour une relation sinc\u00e8re, et la bienveillance pour favoriser l'expression.\"\n                },\n                {\n                    question: \"Quelle technique n'est PAS une composante de l'\u00e9coute active ?\",\n                    options: [\n                        \"La reformulation\",\n                        \"L'observation du non-verbal\",\n                        \"L'interruption fr\u00e9quente pour montrer son int\u00e9r\u00eat\",\n                        \"L'utilisation du silence\"\n                    ],\n                    correct: 2,\n                    explanation: \"L'interruption fr\u00e9quente perturbe la communication et n'est pas une technique d'\u00e9coute active. Les silences et la reformulation sont en revanche essentiels.\"\n                },\n                {\n                    question: \"Dans quel contexte l'\u00e9coute active est-elle particuli\u00e8rement efficace ?\",\n                    options: [\n                        \"En situation de crise n\u00e9cessitant une action imm\u00e9diate\",\n                        \"Lors des phases de n\u00e9gociation et de dialogue constructif\",\n                        \"Face \u00e0 un interlocuteur tr\u00e8s dispers\u00e9\",\n                        \"Dans les situations de conflit ouvert\"\n                    ],\n                    correct: 1,\n                    explanation: \"L'\u00e9coute active est particuli\u00e8rement efficace dans les phases de n\u00e9gociation car elle favorise le dialogue constructif et la recherche de solutions communes.\"\n                }\n            ];\n\n            let currentQuestion = 0;\n            let score = 0;\n            let questionAnswered = false;\n\n            function displayQuestion() {\n                const question = questions[currentQuestion];\n                document.getElementById('ea-question').textContent = question.question;\n                \n                const optionsContainer = document.getElementById('ea-options');\n                optionsContainer.innerHTML = '';\n                \n                question.options.forEach((option, index) => {\n                    const button = document.createElement('button');\n                    button.className = 'ea-option-btn';\n                    button.textContent = option;\n                    button.onclick = () => selectOption(index);\n                    optionsContainer.appendChild(button);\n                });\n\n                document.getElementById('ea-current-question').textContent = currentQuestion + 1;\n                document.getElementById('ea-feedback').style.display = 'none';\n                document.getElementById('ea-next-btn').style.display = 'none';\n                questionAnswered = false;\n            }\n\n            function selectOption(selectedIndex) {\n                if (questionAnswered) return;\n                \n                const question = questions[currentQuestion];\n                const buttons = document.querySelectorAll('.ea-option-btn');\n                const feedback = document.getElementById('ea-feedback');\n                \n                questionAnswered = true;\n                \n                if (selectedIndex === question.correct) {\n                    buttons[selectedIndex].classList.add('ea-correct');\n                    feedback.className = 'ea-feedback ea-correct';\n                    feedback.textContent = \"Correct ! \" + question.explanation;\n                    score++;\n                } else {\n                    buttons[selectedIndex].classList.add('ea-incorrect');\n                    buttons[question.correct].classList.add('ea-correct');\n                    feedback.className = 'ea-feedback ea-incorrect';\n                    feedback.textContent = \"Incorrect. \" + question.explanation;\n                }\n                \n                feedback.style.display = 'block';\n                document.getElementById('ea-next-btn').style.display = 'block';\n            }\n\n            function nextQuestion() {\n                currentQuestion++;\n                if (currentQuestion < questions.length) {\n                    displayQuestion();\n                } else {\n                    showScore();\n                }\n            }\n\n            function showScore() {\n                document.getElementById('ea-quiz').style.display = 'none';\n                document.getElementById('ea-score-container').style.display = 'block';\n                document.getElementById('ea-score').textContent = score;\n            }\n\n            function restartQuiz() {\n                currentQuestion = 0;\n                score = 0;\n                document.getElementById('ea-quiz').style.display = 'block';\n                document.getElementById('ea-score-container').style.display = 'none';\n                displayQuestion();\n            }\n\n            document.getElementById('ea-next-btn').onclick = nextQuestion;\n            document.getElementById('ea-restart-btn').onclick = restartQuiz;\n\n            displayQuestion();\n        })();\n    <\/script>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>L&rsquo;\u00e9coute active, d\u00e9velopp\u00e9e par le psychologue Carl Rogers dans les ann\u00e9es 40, constitue une technique de communication qui renforce la compr\u00e9hension mutuelle lors des n\u00e9gociations. Cette approche permet d&rsquo;identifier les besoins r\u00e9els des interlocuteurs et de construire des accords p\u00e9rennes. Un quiz est disponible \u00e0 la fin de cet article pour tester vos connaissances. Bonne [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":214674,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[28],"tags":[],"class_list":["post-214672","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-relation-client"],"_links":{"self":[{"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/posts\/214672","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/comments?post=214672"}],"version-history":[{"count":13,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/posts\/214672\/revisions"}],"predecessor-version":[{"id":214933,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/posts\/214672\/revisions\/214933"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/media\/214674"}],"wp:attachment":[{"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/media?parent=214672"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/categories?post=214672"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.accedia.fr\/wp-json\/wp\/v2\/tags?post=214672"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}