{"id":616,"date":"2019-02-09T18:28:07","date_gmt":"2019-02-09T18:28:07","guid":{"rendered":"http:\/\/hr4free.web-romandie.ch\/?p=616"},"modified":"2019-05-20T08:44:01","modified_gmt":"2019-05-20T08:44:01","slug":"techniques-de-communication-boucle-ecoute-active-questionnement-et-reformulation","status":"publish","type":"post","link":"https:\/\/hr4free.com\/fr\/Techniques-de-communication\/Boucle-%C3%A9coute-active-questionnement-et-reformulation","title":{"rendered":"La pratique de l&rsquo;\u00e9coute active: le questionnement et la reformulation"},"content":{"rendered":"<p>Comme nous l&rsquo;avons vu dans l&rsquo;article\u00a0<strong><a href=\"http:\/\/www.hr4free.com\/fr\/Techniques-de-communication\/D%C3%A9finition-%C3%A9coute-active-Carl-Rogers\" target=\"_blank\" rel=\"noopener\" data-cke-saved-href=\"http:\/\/www.hr4free.com\/fr\/Techniques-de-communication\/D\u00e9finition-\u00e9coute-active-Carl-Rogers\">\u00ab\u00a0Techniques de communication: la d\u00e9finition de l&rsquo;\u00e9coute active selon Carl Rogers\u00a0\u00bb<\/a><\/strong>,\u00a0<strong>l&rsquo;\u00e9coute active est une\u00a0technique de communication\u00a0qui permet de s&rsquo;assurer que l&rsquo;on a bien compris le message de son interlocuteur et le lui d\u00e9montrer<\/strong>.\u00a0Le m\u00e9canisme de l&rsquo;\u00e9coute active suit un\u00a0<strong><a href=\"http:\/\/www.hr4free.com\/PDF_Files\/Blog_Management_ecoute_active_boucle.pdf\" target=\"_blank\" rel=\"noopener\" data-cke-saved-href=\"http:\/\/www.hr4free.com\/PDF_Files\/Blog_Management_ecoute_active_boucle.pdf\">cycle de 4 \u00e9tapes (illustration)<\/a><\/strong>, que l&rsquo;on r\u00e9p\u00e8te jusqu&rsquo;\u00e0 ce que la compr\u00e9hension du message ait \u00e9t\u00e9 valid\u00e9e par l&rsquo;interlocuteur:<\/p>\n<p><strong>I. Le temps de l&rsquo;\u00e9coute:<\/strong>\u00a0Lors de l&rsquo;\u00e9coute, on peut afficher un\u00a0<em>\u00ab\u00a0silence positif\u00a0\u00bb<\/em>, tout en intervenant bri\u00e8vement par des \u00ab\u00a0oui, je comprends\u00a0\u00bb, pour\u00a0<u>montrer \u00e0 l&rsquo;interlocuteur que l&rsquo;on est \u00e0 l&rsquo;\u00e9coute \u00e0 la fois de ses\u00a0<em>arguments<\/em>\u00a0(le probl\u00e8me) et de ses<strong>\u00a0<\/strong><em>sentiments<\/em>\u00a0(la personne)<\/u>.<\/p>\n<p><strong>II. Le temps de la clarification:<\/strong>\u00a0Clarifier signifie ici \u00ab\u00a0comprendre le sens des mots\u00a0\u00bb. Apr\u00e8s le temps d&rsquo;\u00e9coute, si l&rsquo;on a des doutes sur le\u00a0<em>sens\u00a0de certains mots<\/em>\u00a0dans la pr\u00e9sentation de l&rsquo;interlocuteur, il est possible de lui demander d&rsquo;y revenir. Pour clarifier, il suffit de poser des questions telles que:<\/p>\n<ul>\n<li>\u00ab\u00a0Que voulez-vous dire par\u2026\u00a0\u00bb ou \u00a0\u00bb Que signifie pour vous ce terme?\u00a0\u00bb<\/li>\n<li>\u00ab\u00a0Qu&rsquo;est ce que vous entendez par\u2026?\u00a0\u00bb; \u00a0\u00bb Que repr\u00e9sente pour vous\u2026?\u00a0\u00bb<\/li>\n<li>\u00ab\u00a0Que ressentez-vous exactement quand\u2026?\u00a0\u00bb<\/li>\n<\/ul>\n<p>Vous vous mettez alors \u00e0 nouveau en position d&rsquo;\u00e9coute puis vous cherchez \u00e0 clarifier jusqu&rsquo;\u00e0 ce qu&rsquo;il n&rsquo;y ait plus de points \u00e0 clarifier.<\/p>\n<p><strong>III. Temps d&rsquo;investigation:\u00a0<\/strong>Approfondir pour mieux comprendre le<strong>\u00a0<\/strong><em>point de vue<\/em>\u00a0de l\u2019interlocuteur. Pour ce faire, on peut utiliser essentiellement les trois formes de questions suivantes :<\/p>\n<p><a href=\"http:\/\/www.hr4free.com\/PDF_Files\/Blog_Management_ecoute_active_questions.pdf\" target=\"_blank\" rel=\"noopener\" data-cke-saved-href=\"http:\/\/www.hr4free.com\/PDF_Files\/Blog_Management_ecoute_active_questions.pdf\"><strong>1. Question ouverte:<\/strong><\/a>\u00a0La question ouverte permet \u00e0 celui qui la re\u00e7oit d&rsquo;aborder le th\u00e8me \u00e0 sa convenance.<\/p>\n<p>Exemple: Comment se pr\u00e9sente cette situation?<\/p>\n<p><strong>2. Question de fait:\u00a0<\/strong>Cette question aide \u00e0 pr\u00e9ciser des aspects essentiels du probl\u00e8me, \u00e0 rassembler des informations suppl\u00e9mentaires.<\/p>\n<p>Exemple: Combien de personnes sont impliqu\u00e9es dans ce projet?<\/p>\n<p><strong>3. Question de sondage:\u00a0<\/strong>A la diff\u00e9rence de la question pr\u00e9c\u00e9dente, un avis ne vaut pas fait. Mais il est parfois important de conna\u00eetre l&rsquo;opinion de son interlocuteur.<\/p>\n<p>Exemple: A votre avis que faut-il faire pour r\u00e9soudre ce probl\u00e8me?<\/p>\n<p><strong>IV. Temps de reformulation:\u00a0<\/strong>La reformulation assurera l&rsquo;\u00e9metteur d&rsquo;avoir \u00e9t\u00e9 \u00e9cout\u00e9. Par ce retour du sens, l&rsquo;\u00e9metteur aura \u00e0 la fois le sentiment d&rsquo;avoir \u00e9t\u00e9 compris et pourra repartir dans son propos du point exact o\u00f9 il s&rsquo;\u00e9tait interrompu.\u00a0<u>Pour l&rsquo;\u00e9metteur, la reformulation est la seule\u00a0<em>preuve de l&rsquo;\u00e9coute<\/em><\/u>. Ceci peut contribuer \u00e0\u00a0<em>apaiser la relation<\/em>\u00a0lorsque la communication est difficile, car on montre \u00e0 l\u2019interlocuteur que sa demande est comprise et prise en compte.<\/p>\n<p>La reformulation pr\u00e9sente \u00e9galement les avantages suivants:<\/p>\n<ul>\n<li>Elle permet \u00e0 celui qui \u00e9coute d&rsquo;<em>int\u00e9rioriser\u00a0ce qui a \u00e9t\u00e9 dit<\/em>, car il le redit avec ses propres mots, d&rsquo;une mani\u00e8re personnalis\u00e9e.<\/li>\n<li>Elle permet \u00e0 chacun de\u00a0<em>mieux comprendre et m\u00e9moriser<\/em>, car elle offre une\u00a0r\u00e9p\u00e9tition.<\/li>\n<li>Elle permet au d\u00e9bat d&rsquo;avancer car elle constitue une\u00a0<em>synth\u00e8se partielle<\/em>.<\/li>\n<li>Elle donne \u00e0 l&rsquo;autre\u00a0<em>un\u00a0droit de r\u00e9ponse<\/em>\u00a0pour rectifier le tir ou nuancer.<\/li>\n<li>Elle am\u00e8ne l&rsquo;autre \u00e0\u00a0<em>prendre du recul<\/em>\u00a0par rapport \u00e0 ce qu&rsquo;il dit ou ce qu&rsquo;il vit.<\/li>\n<li>Elle permet de\u00a0<em>valoriser l&rsquo;essentiel\u00a0<\/em>dans le propos de l&rsquo;interlocuteur.<\/li>\n<\/ul>\n<p><strong>Il peut \u00eatre utile de relever que l&rsquo;usage r\u00e9gulier de la reformulation avec ses\u00a0collaborateurs\u00a0est un formidable moyen de travailler l&rsquo;\u00e9coute active<\/strong>, c&rsquo;est-\u00e0-dire de comprendre l&rsquo;autre \u00e0 la fois dans\u00a0<u>ce qu&rsquo;il dit<\/u>\u00a0et\u00a0<u>ce qu&rsquo;il vit<\/u>. En outre, l&rsquo;article\u00a0<strong><a href=\"https:\/\/hr4free.com\/fr\/Techniques-de-communication\/Outils-d%C3%A9veloppement-qualit%C3%A9-%C3%A9coute-active\" target=\"_blank\" rel=\"noopener\" data-cke-saved-href=\"https:\/\/hr4free.com\/fr\/Techniques-de-communication\/Outils-d\u00e9veloppement-qualit\u00e9-\u00e9coute-active\">\u00ab\u00a0Quelques techniques pour am\u00e9liorer sa qualit\u00e9 d&rsquo;\u00e9coute\u00a0\u00bb<\/a><\/strong>\u00a0vous propose des pistes pour fluidifier votre communication et d\u00e9velopper votre capacit\u00e9 d&rsquo;\u00e9coute.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comme nous l&rsquo;avons vu dans l&rsquo;article\u00a0\u00ab\u00a0Techniques de communication: la d\u00e9finition de l&rsquo;\u00e9coute active selon Carl Rogers\u00a0\u00bb,\u00a0l&rsquo;\u00e9coute active est une\u00a0technique de communication\u00a0qui permet de s&rsquo;assurer que l&rsquo;on a bien compris le message de son interlocuteur et le lui d\u00e9montrer.\u00a0Le m\u00e9canisme de l&rsquo;\u00e9coute active suit un\u00a0cycle de 4 \u00e9tapes (illustration), que l&rsquo;on r\u00e9p\u00e8te jusqu&rsquo;\u00e0 ce que la [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":602,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[52],"tags":[70,71,69],"class_list":["post-616","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-techniques-de-communication","tag-ecoute-active","tag-questionnement","tag-techniques-de-communication"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - 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