{"id":50128,"date":"2026-07-03T14:00:58","date_gmt":"2026-07-03T21:00:58","guid":{"rendered":"https:\/\/www.amssa.org\/?post_type=resource&#038;p=50128"},"modified":"2026-07-03T14:27:40","modified_gmt":"2026-07-03T21:27:40","slug":"webinaire-aborder-les-conversations-delicates-centrer-lempathie-dans-la-communication-ecrite-et-orale","status":"publish","type":"resource","link":"https:\/\/www.amssa.org\/fr\/resource\/webinaire-aborder-les-conversations-delicates-centrer-lempathie-dans-la-communication-ecrite-et-orale\/","title":{"rendered":"Webinaire\u00a0:\u00a0Aborder\u00a0les conversations\u00a0d\u00e9licates\u00a0:\u00a0centrer\u00a0l&#8217;empathie\u00a0dans la communication\u00a0\u00e9crite\u00a0et\u00a0orale"},"content":{"rendered":"\n<p>Alors que les crit\u00e8res d\u2019\u00e9ligibilit\u00e9 aux services ne cessent d\u2019\u00e9voluer, de nombreux prestataires se retrouvent en premi\u00e8re ligne face \u00e0 des \u00e9changes de plus en plus complexes et charg\u00e9s d\u2019\u00e9motion. Ces changements ont des r\u00e9percussions concr\u00e8tes sur les clients, suscitant souvent une anxi\u00e9t\u00e9, une frustration et une incertitude accrues. Le 22 juin 2026, AMSSA a organis\u00e9 un webinaire afin d\u2019aider les prestataires \u00e0 d\u00e9couvrir les outils et les bonnes pratiques leur permettant de g\u00e9rer au mieux ces conversations difficiles avec leurs clients.<\/p>\n\n\n\n<p>Anim\u00e9 par Fatima Al-Samak (consultante en organisation chez Vantage Point), cet enregistrement de webinaire aide les travailleurs\/travailleuses d&rsquo;\u00e9tablissement \u00e0 g\u00e9rer ces moments difficiles avec confiance et compassion en proposant :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Des approches r\u00e9fl\u00e9chies pour aborder les conversations difficiles avec respect et empathie<\/li>\n\n\n\n<li>Des strat\u00e9gies pratiques pour r\u00e9pondre \u00e0 des \u00e9motions exacerb\u00e9es tout en maintenant un dialogue constructif<\/li>\n\n\n\n<li>Des outils et des exemples concrets pour aider les travailleurs\/travailleuses d&rsquo;\u00e9tablissement \u00e0 g\u00e9rer les tensions et \u00e0 communiquer les changements de mani\u00e8re claire et efficace<\/li>\n<\/ul>\n\n\n\n<p>Regardez l&rsquo;enregistrement complet de ce webinaire ci-dessous :<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"Webinar: Navigating Difficult Conversations: Centring Empathy in Written and Verbal Communication FR\" width=\"500\" height=\"281\" data-src=\"https:\/\/www.youtube.com\/embed\/n4dlGrgNZNw?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" data-load-mode=\"1\"><\/iframe>\n<\/div><\/figure>\n","protected":false},"featured_media":50126,"template":"","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","ngg_post_thumbnail":0},"source":[],"tags":[],"category_resources":[171],"class_list":["post-50128","resource","type-resource","status-publish","has-post-thumbnail","category_resources-webinars","entry"],"_links":{"self":[{"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/resource\/50128","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/types\/resource"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/media\/50126"}],"wp:attachment":[{"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/media?parent=50128"}],"wp:term":[{"taxonomy":"source","embeddable":true,"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/source?post=50128"},{"taxonomy":"tags","embeddable":true,"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/tags?post=50128"},{"taxonomy":"category_resources","embeddable":true,"href":"https:\/\/www.amssa.org\/fr\/wp-json\/wp\/v2\/category_resources?post=50128"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}