{"id":10569,"date":"2022-02-15T11:22:39","date_gmt":"2022-02-15T11:22:39","guid":{"rendered":"https:\/\/www.babylon.fr\/campus\/?post_type=fiche_formation&#038;p=10569"},"modified":"2025-12-08T14:50:52","modified_gmt":"2025-12-08T14:50:52","slug":"faire-face-aux-incivilites-clients-commerce","status":"publish","type":"fiche_formation","link":"https:\/\/www.babylon.fr\/campus\/formation\/faire-face-aux-incivilites-clients-commerce\/","title":{"rendered":"Formation &#8211; Gestion et pr\u00e9vention des incivilit\u00e9s clients"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"10569\" class=\"elementor elementor-10569\" data-elementor-post-type=\"fiche_formation\">\n\t\t\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-66cbdc38 elementor-section-stretched elementor-section-full_width elementor-section-height-min-height elementor-section-items-stretch bandeau_couleur_formation 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<\/style><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-top-section elementor-element elementor-element-146c110d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"146c110d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1a3dbc68\" data-id=\"1a3dbc68\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-406d8edd elementor-widget elementor-widget-breadcrumbs\" data-id=\"406d8edd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p id=\"breadcrumbs\"><span><span><a href=\"https:\/\/www.babylon.fr\/campus\/\">Accueil<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<article class=\"elementor-section elementor-top-section elementor-element elementor-element-3820c553 elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3820c553\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-1b00f0ea\" data-id=\"1b00f0ea\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-57fd517 elementor-widget elementor-widget-heading\" data-id=\"57fd517\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Formez vos collaborateurs pour faire face aux incivilit\u00e9s des clients, \u00e0 l'agressivit\u00e9 et \u00e0 la gestion de la violence en milieu professionnel.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de79a0b elementor-widget elementor-widget-text-editor\" data-id=\"de79a0b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Les incivilit\u00e9s sont de plus en plus nombreuses dans notre quotidien. En \u00e9tant en premi\u00e8re ligne, les personnes travaillant dans les commerces font parfois face \u00e0 des clients injurieux ou agressifs.<\/span><\/p><p><span style=\"font-weight: 400;\">Cette formation personnalisable vise \u00e0 aider les salari\u00e9s \u00e0 faire face aux incivilit\u00e9s et aux agressions verbales, physiques et num\u00e9riques. Elle leur donnera les outils n\u00e9cessaires pour ma\u00eetriser et g\u00e9rer ces situations.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-41bbb58 elementor-widget elementor-widget-video\" data-id=\"41bbb58\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;show_image_overlay&quot;:&quot;yes&quot;,&quot;video_type&quot;:&quot;hosted&quot;,&quot;image_overlay&quot;:{&quot;url&quot;:&quot;https:\\\/\\\/www.babylon.fr\\\/campus\\\/wp-content\\\/uploads\\\/2022\\\/02\\\/vignette_video_commerceL.png&quot;,&quot;id&quot;:20425,&quot;size&quot;:&quot;&quot;,&quot;alt&quot;:&quot;&quot;,&quot;source&quot;:&quot;library&quot;},&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-hosted-video elementor-wrapper elementor-open-inline\">\n\t\t\t\t\t<video class=\"elementor-video\" src=\"https:\/\/www.babylon.fr\/demo\/Teaser_incivilites_commerce_V1.mp4 \" controls=\"\" preload=\"metadata\" controlsList=\"nodownload\"><\/video>\n\t\t\t\t\t\t<div class=\"elementor-custom-embed-image-overlay\" style=\"background-image: url(https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/vignette_video_commerceL.png);\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-custom-embed-play\" role=\"button\" aria-label=\"Lire la vid\u00e9o\" tabindex=\"0\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"eicon-play\"><\/i>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-b0dff77 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b0dff77\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-6371020f\" data-id=\"6371020f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9249a10 elementor-widget elementor-widget-heading\" data-id=\"9249a10\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">La formation incivilit\u00e9s dans le milieu du commerce permet de consolider vos acquis et d\u2019acqu\u00e9rir les connaissances n\u00e9cessaires pour pr\u00e9venir les incivilit\u00e9s et les g\u00e9rer.<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32503401 elementor-widget elementor-widget-text-editor\" data-id=\"32503401\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Cette formation est essentielle pour pr\u00e9parer les professionnels \u00e0 faire face \u00e0 des situations difficiles et \u00e0 maintenir un environnement de travail respectueux.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Car m\u00eame si les relations avec le public ou les clients se d\u00e9roulent g\u00e9n\u00e9ralement de fa\u00e7on harmonieuse, les personnes en contact avec la client\u00e8le font plus ou moins r\u00e9guli\u00e8rement face \u00e0 des injures et des menaces, voire sont l\u2019objet d\u2019agressions physiques.<\/span><\/p><p><span style=\"font-weight: 400;\">Critiques, insultes, menaces : les incivilit\u00e9s sont courantes lorsqu&rsquo;on a un m\u00e9tier en contact avec des clients et elles repr\u00e9sentent un vrai enjeu de management. Lorsqu&rsquo;on est confront\u00e9 \u00e0 ces violences externes, on ne sait pas toujours comment r\u00e9agir.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Cette formation aborde les diff\u00e9rentes formes que prennent les incivilit\u00e9s :\u00a0<\/span><\/p><ul><li><span style=\"font-weight: 400;\">Agressions verbales ;<\/span><\/li><li><span style=\"font-weight: 400;\">Agressions physiques ;<\/span><\/li><li><span style=\"font-weight: 400;\">Agressions t\u00e9l\u00e9phoniques ;<\/span><\/li><li><span style=\"font-weight: 400;\">Et agressions num\u00e9riques.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\"> La fa\u00e7on d\u2019intervenir aupr\u00e8s d\u2019un client agressif d\u00e9pend de son niveau de dangerosit\u00e9. La formation pr\u00e9sente les conduites \u00e0 adopter pour d\u00e9samorcer les situations en fonction du niveau \u00e9valu\u00e9<\/span><\/p><h4><b>Composez votre programme de formation en fonction de votre activit\u00e9 et de vos besoins :<\/b><\/h4><p><span style=\"font-weight: 400;\">La formation com<\/span><span style=\"font-weight: 400;\">prend<strong> 7 cap<\/strong><\/span><strong>sules de 15 \u00e0 20 minutes <\/strong><span style=\"font-weight: 400;\">abordant les diff\u00e9rentes formes que prennent les incivilit\u00e9s. Un quiz final conclut la s\u00e9rie : il est modulable en fonction des capsules choisies. <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d9b467 elementor-widget elementor-widget-image\" data-id=\"7d9b467\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"386\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/PLAN-parcours_incivil_site-1024x386.jpg\" class=\"attachment-large size-large wp-image-20858\" alt=\"plan du parcours de la formation \u00e0 retrouver dans la fiche formation t\u00e9l\u00e9chargeable en pdf.\" srcset=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/PLAN-parcours_incivil_site-1024x386.jpg 1024w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/PLAN-parcours_incivil_site-300x113.jpg 300w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/PLAN-parcours_incivil_site-768x290.jpg 768w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/PLAN-parcours_incivil_site-1536x579.jpg 1536w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d925002 elementor-widget elementor-widget-text-editor\" data-id=\"d925002\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Des cas pratiques permettent aux apprenants de situer le niveau d\u2019agressivit\u00e9 de l\u2019interlocuteur et de se positionner quant \u00e0 la r\u00e9action \u00e0 adopter. Ils apprennent ainsi \u00e0 prendre du recul et acqui\u00e8rent des techniques et outils pour mieux g\u00e9rer leurs \u00e9motions, d\u00e9samorcer l&rsquo;escalade de la violence et r\u00e9tablir une communication positive dans une situation de tension.<\/span><\/p><h4>Accessibilit\u00e9<\/h4><p>Ce parcours de formation est enti\u00e8rement accessible et permet aux personnes vivant avec diff\u00e9rents types de handicaps (visuels, auditifs, moteurs, cognitifs) de le suivre dans des conditions optimales.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-2505ae14 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default\" data-id=\"2505ae14\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-208fd89b\" data-id=\"208fd89b\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-68f6626e elementor-widget elementor-widget-image\" data-id=\"68f6626e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"151\" height=\"150\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/02\/accessible_blanc_ok.png\" class=\"attachment-large size-large wp-image-20340\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4808b160 elementor-widget elementor-widget-text-editor\" data-id=\"4808b160\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Parcours<br \/>accessible<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-48cf8c51 elementor-hidden-tablet elementor-hidden-mobile\" data-id=\"48cf8c51\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-399e69d2 elementor-widget elementor-widget-image\" data-id=\"399e69d2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"151\" height=\"151\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2020\/09\/distance.png\" class=\"attachment-large size-large wp-image-7406\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b4c649f elementor-widget elementor-widget-text-editor\" data-id=\"6b4c649f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>100% \u00e0 distance<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-7c1c383d\" data-id=\"7c1c383d\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-728b1601 elementor-widget elementor-widget-image\" data-id=\"728b1601\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"151\" height=\"151\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2020\/09\/test_blanc.png\" class=\"attachment-large size-large wp-image-7404\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7163f378 elementor-widget elementor-widget-text-editor\" data-id=\"7163f378\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Contr\u00f4le<br \/>continu<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-7f31f3bf\" data-id=\"7f31f3bf\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ee81897 elementor-widget elementor-widget-image\" data-id=\"ee81897\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"151\" height=\"151\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2020\/09\/certfication.png\" class=\"attachment-large size-large wp-image-7402\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22c9c782 elementor-widget elementor-widget-text-editor\" data-id=\"22c9c782\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Attestation<br \/>de formation<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b30c75d elementor-tabs-view-horizontal elementor-widget elementor-widget-tabs\" data-id=\"4b30c75d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-tabs\">\n\t\t\t<div class=\"elementor-tabs-wrapper\" role=\"tablist\" >\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1261\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1261\" aria-expanded=\"false\">Description<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1262\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1262\" aria-expanded=\"false\">Programme <br> de formation<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1263\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1263\" aria-expanded=\"false\">Moyens <br> p\u00e9dagogiques<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1264\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1264\" aria-expanded=\"false\">Aspects<br> pratiques<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"elementor-tabs-content-wrapper\" role=\"tablist\" aria-orientation=\"vertical\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1261\" aria-expanded=\"false\">Description<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1261\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1261\" tabindex=\"0\" hidden=\"false\"><h2>Apprenez \u00e0 g\u00e9rer l&rsquo;agressivit\u00e9 client : formation en ligne compl\u00e8te et pratique<\/h2><p><span style=\"font-weight: 400;\">Les incivilit\u00e9s sont de plus en plus nombreuses dans notre quotidien. En \u00e9tant en premi\u00e8re ligne, les personnes travaillant dans les commerces font parfois face \u00e0 des clients injurieux ou agressifs, dans le cadre de leur travail.<\/span><\/p><p><span style=\"font-weight: 400;\">Cette formation personnalisable vise \u00e0 aider les salari\u00e9s \u00e0 faire face aux incivilit\u00e9s et aux agressions. Elle leur donnera les outils n\u00e9cessaires pour ma\u00eetriser et g\u00e9rer ces situations.<\/span><\/p><p><span style=\"font-weight: 400;\">Votre demande porte sur un m\u00e9tier sp\u00e9cifique ou grand nombre ?<\/span><br \/>Contactez-nous : par t\u00e9l\u00e9phone au 04 79 25 94 96 ou par mail \u00e0 formation@babylon.fr<\/p><h3>Objectifs de la formation<\/h3><ul><li><span style=\"font-weight: 400;\">Appr\u00e9hender les situations tendues avec respect et fermet\u00e9, sans agressivit\u00e9.<\/span><\/li><li><span style=\"font-weight: 400;\">Gagner en confiance dans les situations tendues et d\u00e9samorcer une situation conflictuelle.<\/span><\/li><li><span style=\"font-weight: 400;\">Avoir conscience des enjeux d&rsquo;image, pour soi, le client, l&rsquo;entreprise.<\/span><\/li><\/ul><h3>Comp\u00e9tences vis\u00e9es<\/h3><p>La formation doit permettre \u00e0 l\u2019apprenant de :<\/p><ul><li><span style=\"font-weight: 400;\">Savoir r\u00e9agir \u00e0 une situation d\u00e9licate (paroles, posture, geste\u2026).<\/span><\/li><li><span style=\"font-weight: 400;\">\u00catre capable de rep\u00e9rer le degr\u00e9 de dangerosit\u00e9 d\u2019une personne incivile, agressive.<\/span><\/li><li><span style=\"font-weight: 400;\">Conserver son calme et sa capacit\u00e9 \u00e0 r\u00e9soudre les probl\u00e8mes.<\/span><\/li><\/ul><h3>Public vis\u00e9<\/h3><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Toute personne en contact avec la client\u00e8le ou avec les usagers d\u2019un service dans le cadre de son activit\u00e9 professionnelle.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Les collaborateurs au sein d&rsquo;un \u00e9tablissement, d&rsquo;une succursale, d&rsquo;une agence ou d&rsquo;un bureau accueillant du public ou interagissant avec la client\u00e8le<\/span><span style=\"font-weight: 400;\">.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Les personnes qui assurent la direction d&rsquo;un \u00e9tablissement, d&rsquo;une succursale, d&rsquo;une agence ou d&rsquo;un bureau.<\/span><\/li><\/ul><h3>Pr\u00e9requis<\/h3><p><span style=\"font-weight: 400;\">Aucun.<\/span><\/p><h3>Modalit\u00e9s d\u2019\u00e9valuation<\/h3><p><span style=\"font-weight: 400;\">Une validation des connaissances se fait tout au long de la formation par l\u2019interm\u00e9diaire de quiz.<\/span><\/p><h3>Documents remis \u00e0 l\u2019issue de la formation<\/h3><p><span style=\"font-weight: 400;\">\u00c0 l\u2019issue de la formation, une attestation de formation est d\u00e9livr\u00e9e \u00e0 l\u2019apprenant.<\/span><\/p><h3>Dur\u00e9e d\u2019acc\u00e8s au campus<\/h3><p>6 mois d\u2019acc\u00e8s au campus de formation.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1262\" aria-expanded=\"false\">Programme <br> de formation<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1262\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1262\" tabindex=\"0\" hidden=\"hidden\"><p><span style=\"font-weight: 400;\"><i data-stringify-type=\"italic\">Vous pouvez retrouver le contenu d\u00e9taill\u00e9 du programme sur la fiche produit \u00e0 t\u00e9l\u00e9charger.<\/i><\/span><\/p><p><span style=\"font-weight: 400;\">Babylon.fr vous propose <strong>7 capsules interactives de 15 \u00e0 20 minutes<\/strong> s\u2019appuyant sur de multiples mises en situation. <\/span> Chaque capsule de formation \u00e9tant ind\u00e9pendante, il est possible de choisir celles qui sont les plus utiles pour votre activit\u00e9.<\/p><p><em>Voici le programme de la formation pr\u00e9sentant la totalit\u00e9 des capsules de formation disponibles.<\/em><\/p><h3>Capsules 1-2 (tronc commun) : Pr\u00e9sentation du ph\u00e9nom\u00e8ne, pr\u00e9vention et gestion<\/h3><p><strong>C01 &#8211; Introduction<\/strong><\/p><p>Introduction aux incivilit\u00e9s et aux conduites \u00e0 adopter pour d\u00e9samorcer des situations tendues et potentiellement violentes.<\/p><p><strong>C02 &#8211; \u00c9valuer la dangerosit\u00e9<\/strong><\/p><p>La fa\u00e7on d\u2019intervenir aupr\u00e8s d\u2019un client agressif d\u00e9pend de son niveau de dangerosit\u00e9. Cette capsule pr\u00e9sente des outils pour d\u00e9tecter ce niveau d\u2019agressivit\u00e9 notamment par l\u2019observation d\u2019indices verbaux et non verbaux.<\/p><h3>Capsules 3-4-5-6 (au choix) : Application et mises en situation<\/h3><p><em>Se situer sur l\u2019\u00e9chelle de dangerosit\u00e9, puis posture \u00e0 adopter<\/em><\/p><p><strong>C03 &#8211; Les agressions verbales <\/strong><\/p><p>Comment r\u00e9agir face \u00e0 un client qui vous agresse verbalement ?<\/p><p><strong>C04 &#8211; Les agressions physiques <\/strong><\/p><p>Comment appr\u00e9hender des agressions physiques hautement potentielles ou av\u00e9r\u00e9es ?<\/p><p><strong>C05 &#8211; Les agressions t\u00e9l\u00e9phoniques<\/strong><\/p><p>Comment r\u00e9agir face \u00e0 un client qui vous agresse au t\u00e9l\u00e9phone ?<\/p><p><strong>C06 &#8211; Les agressions num\u00e9riques<\/strong><\/p><p>Comment r\u00e9agir face \u00e0 l\u2019agressivit\u00e9 et l\u2019incivilit\u00e9 num\u00e9rique (via e-mail et messageries, r\u00e9seaux sociaux, plateformes Web, etc.) ?<\/p><h3>Capsule 7 (optionnel) : Quiz final d\u2019\u00e9valuation modulable\u00a0<\/h3><p>C07 &#8211; Le quiz est personnalis\u00e9 pour inclure des questions des capsules choisies.<\/p><h3>Personnalisation<\/h3><p>Optimisez encore plus l&rsquo;exp\u00e9rience de vos collaborateurs gr\u00e2ce \u00e0 une personnalisation des mises en situation.<br \/>Votre identit\u00e9 visuelle peut \u00eatre int\u00e9gr\u00e9e (sur devis) \u00e0 ces capsules.<\/p><p>Contactez-nous : par t\u00e9l\u00e9phone au 04 79 25 94 96 ou par mail \u00e0 formation@babylon.fr<\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1263\" aria-expanded=\"false\">Moyens <br> p\u00e9dagogiques<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1263\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1263\" tabindex=\"0\" hidden=\"hidden\"><h3>Un peu d&rsquo;histoire<\/h3><p><strong>Pionnier expert en p\u00e9dagogie digitale, Babylon.fr est un organisme de formation<\/strong> cr\u00e9\u00e9 en 1990 et un acteur reconnu dans le milieu de la <strong>formation r\u00e9glementaire<\/strong>, sp\u00e9cifiquement dans les domaines de la <strong>banque, de l\u2019assurance et de l\u2019immobilier<\/strong>.<\/p><p><strong>Babylon.fr est membre du groupe First Finance, leader de la formation et certification multimodale dans les m\u00e9tiers de la finance. <\/strong>Cette combinaison de savoir-faire nous permet aujourd&rsquo;hui d\u2019<strong>enrichir notre offre globale de formation<\/strong>, de <strong>renforcer notre expertise m\u00e9tier<\/strong> et de nous donner les moyens de toujours plus <strong>innover sur le plan p\u00e9dagogique<\/strong>.<\/p><p>Notre <strong>ma\u00eetrise de l\u2019ing\u00e9nierie p\u00e9dagogique<\/strong> et de toute la cha\u00eene de production nous permet de proposer des <strong>formations e-learning de qualit\u00e9<\/strong>, ainsi qu&rsquo;<strong>un accompagnement et un<\/strong> <strong>service client de qualit\u00e9<\/strong>.<\/p><h3>Tutorat et accompagnement<\/h3><p>Durant toute votre formation, babylon.fr reste \u00e0 votre service pour toute question p\u00e9dagogique. En cas de probl\u00e8me technique, ou pour toute question, notre support en ligne est l\u00e0 pour vous apporter de l&rsquo;aide (<a href=\"mailto:support@babylon.fr\">support@babylon.fr<\/a>).<\/p><p>Un sp\u00e9cialiste m\u00e9tier pourra \u00eatre interrog\u00e9 \u00e0 tout moment au cours de votre formation. En cas de difficult\u00e9 de formation, vous ne vous retrouvez pas seul.<\/p><h3><span style=\"font-weight: normal !msorm;\">Contact<\/span><\/h3><table><tbody><tr><td width=\"180\"><strong>R\u00e9f\u00e9rente p\u00e9dagogique et administrativ<\/strong>e :<\/td><td width=\"588\">L\u00e9a PAULINE \u2013 <a href=\"mailto:lea.pauline@babylon.fr\">lea.pauline@babylon.fr<\/a> \/ +33 4 79 25 94 96<\/td><\/tr><tr><td width=\"180\"><strong>R\u00e9f\u00e9rent technique\u00a0:<\/strong><\/td><td width=\"588\">Lionel PARENT \u2013 <a href=\"mailto:lionel.parent@babylon.fr\">lionel.parent@babylon.fr<\/a> \/ +33 4 79 25 94 96<\/td><\/tr><\/tbody><\/table><h3><br \/><br \/><\/h3><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1264\" aria-expanded=\"false\">Aspects<br> pratiques<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1264\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1264\" tabindex=\"0\" hidden=\"hidden\"><h3>Environnement technique<\/h3><p>Pour d\u00e9marrer dans de bonnes conditions, il faut :<\/p><ul><li>Avoir \u00e0 sa disposition, pendant toute la dur\u00e9e de la formation, un ordinateur, une tablette ou un smartphone avec un navigateur \u00e0 jour (Google Chrome, Edge, Firefox ou Safari selon l\u2019appareil utilis\u00e9).<\/li><li>Maitriser l\u2019usage des logiciels d\u2019accessibilit\u00e9 le cas \u00e9ch\u00e9ant (NVDA, JAWS, VoiceOver ou TalkBack selon l\u2019appareil utilis\u00e9).<\/li><li>Avoir une certaine aisance avec un ordinateur et savoir utiliser au minimum les principales applications courantes (messagerie, navigateur Web, bureautique, PDF&#8230;).<\/li><li>Savoir utiliser internet et avoir un acc\u00e8s avec une connexion haut d\u00e9bit.<\/li><\/ul><h3>Accessibilit\u00e9<\/h3><p>Ce parcours de formation est cr\u00e9\u00e9 sous les plus hauts standards d\u2019accessibilit\u00e9.<\/p><p>En plus des sous-titres d\u00e9j\u00e0 en option dans la version standard, la navigation est pens\u00e9e pour les utilisateurs de lecteur d\u2019\u00e9cran et pour les personnes n\u2019utilisant que le clavier (exercices adapt\u00e9s\u2026).<\/p><p>La fiche de synth\u00e8se de fin de module est structur\u00e9e pour r\u00e9pondre aux normes d\u2019accessibilit\u00e9.<\/p><h3>D\u00e9marrage des sessions de formation<\/h3><p>Les entr\u00e9es en formation se font \u00e0 tout moment.<\/p><h3>Modalit\u00e9 de suivi et fonctionnement du campus<\/h3><p>Chaque apprenant poss\u00e8de un identifiant unique et un mot de passe personnel lui permettant de s\u2019identifier sur l\u2019espace de formation. Toutes les actions de formation en ligne font l\u2019objet d\u2019un relev\u00e9 de connexion.<\/p><p>Un suivi de formation r\u00e9gulier est effectu\u00e9 par nos soins. Un outil de suivi permet le cas \u00e9ch\u00e9ant \u00e0 un tuteur, de suivre \u00e0 distance l\u2019\u00e9volution du parcours de l\u2019apprenant.<\/p><h3>Modalit\u00e9s d\u2019inscription<\/h3><p>Vous pouvez vous inscrire directement sur notre site, sur la page de la formation, en remplissant le formulaire d\u2019inscription que vous trouverez en cliquant sur le bouton \u00ab je suis int\u00e9ress\u00e9.e \u00bb.<\/p><h3>Financement et prise en charge de la formation par votre OPCO<\/h3><p>En tant qu\u2019organisme certifi\u00e9 Qualiopi, votre formation chez Babylon.fr peut \u00eatre prise en charge par un op\u00e9rateur de comp\u00e9tences (OPCO).<\/p><p>Apr\u00e8s avoir identifi\u00e9 l\u2019OPCO dont vous d\u00e9pendez, renvoyez-lui le devis sign\u00e9 et le programme de<br \/>votre formation, accompagn\u00e9 de la demande de prise en charge financi\u00e8re que l\u2019on vous fournit. Vous n\u2019avez plus qu\u2019\u00e0 attendre l\u2019avis de validation de votre OPCO sous forme de convention de prise en charge \u00e0 signer.<\/p><p>En fin de formation nous vous transmettons les documents attendus par l\u2019organisme de prise en<br \/>charge (attestation d\u2019assiduit\u00e9, relev\u00e9 de connexion, facture acquitt\u00e9e&#8230;) qui vous permettront de<br \/>finaliser votre demande de remboursement.<\/p><h3>Nos conseillers sont \u00e0 votre disposition pour construire votre projet :<\/h3><p><strong>Par mail :<\/strong> formation@babylon.fr<br \/><strong>Par t\u00e9l\u00e9phone :<\/strong> 04 79 25 94 96 (appel non-surtax\u00e9)<\/p><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10d284d9 elementor-hidden-phone elementor-widget elementor-widget-template\" data-id=\"10d284d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"section\" data-elementor-id=\"4703\" class=\"elementor elementor-4703\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t\t<aside class=\"elementor-section elementor-top-section elementor-element elementor-element-c7a502e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c7a502e\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e27a2d6\" data-id=\"e27a2d6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c0dd213 elementor-widget elementor-widget-heading\" data-id=\"c0dd213\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-large\"><strong>Les atouts<\/strong> de votre formation<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-inner-section elementor-element elementor-element-0a3d2ac elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0a3d2ac\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-f1a23cb\" data-id=\"f1a23cb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2014a6a elementor-widget elementor-widget-image\" data-id=\"2014a6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1217\" height=\"1623\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts1.png\" class=\"attachment-full size-full wp-image-550\" alt=\"\" srcset=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts1.png 1217w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts1-225x300.png 225w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts1-768x1024.png 768w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts1-1152x1536.png 1152w\" sizes=\"(max-width: 1217px) 100vw, 1217px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-196ff89\" data-id=\"196ff89\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a3bd318 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"a3bd318\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-form_atouts_contenu\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Des contenus riches<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d3325d elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"0d3325d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Animations, vid\u00e9os, mises en situation 3D illustrent les propos de la voix-off et vous donnent les cl\u00e9s visuelles pour comprendre.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4ac22b elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"f4ac22b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-form_dynamik\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Une formation dynamique et interactive<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90effad elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"90effad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Des serious games et des exercices jalonnent le parcours et vous permettent de vous tester et de mettre en pratique vos connaissances de fa\u00e7on ludique.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e334ed0 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"e334ed0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-form_atouts_rythme\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Progressez \u00e0 votre rythme<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9845f7d elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"9845f7d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Avec notre e-learning, vous apprenez \u00e0 votre rythme, votre progression est toujours sauvegard\u00e9e et vous pouvez revoir chaque chapitre quand vous le souhaitez.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-section elementor-inner-section elementor-element elementor-element-fd2c603 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fd2c603\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-35ecb56\" data-id=\"35ecb56\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4da84a4 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"4da84a4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-form_atouts_quand\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">O\u00f9 vous voulez, quand vous voulez<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a8173c elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"9a8173c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Vous avez acc\u00e8s \u00e0 votre formation partout, pas besoin de vous d\u00e9placer. Une connexion internet suffit pour acc\u00e9der au campus. Votre formation est accessible 24h\/24 et 7j\/7. Un bref moment disponible ? Profitez-en !<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4610a32 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"4610a32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-form_atouts_conformite\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Conformit\u00e9 et actualisation<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a88b813 elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"a88b813\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Nos parcours de formation sont con\u00e7us en conformit\u00e9 avec la r\u00e9glementation (Code Mon\u00e9taire et Financier, Code de la Consommation&#8230;) et sont mis \u00e0 jour \u00e0 chaque \u00e9volution r\u00e9glementaire et l\u00e9gislative.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b4df8b9 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"b4df8b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-dptmt_form_qualite_habilitant\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Validation officielle<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c1ff9db elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"c1ff9db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Une fois votre formation r\u00e9ussie, une attestation de formation vous est d\u00e9livr\u00e9e. Attestation reconnue aupr\u00e8s des organismes et autorit\u00e9s de tutelles (ORIAS, ACPR, CCI&#8230;).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73071a0 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"73071a0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-form_atouts_accessible\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Accessibilit\u00e9<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-47eca7e elementor-hidden-phone elementor-widget elementor-widget-text-editor\" data-id=\"47eca7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Nous sommes engag\u00e9s dans un processus d\u2019am\u00e9lioration de l&rsquo;accessibilit\u00e9 de nos modules de formation pour les rendre accessibles au plus grand nombre en les rendant compatibles avec les diff\u00e9rents types de handicaps (visuels, auditifs, moteurs, cognitifs).<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c29694c\" data-id=\"c29694c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dc3803a elementor-hidden-phone elementor-widget elementor-widget-image\" data-id=\"dc3803a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1216\" height=\"1623\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts2.png\" class=\"attachment-full size-full wp-image-575\" alt=\"\" srcset=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts2.png 1216w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts2-225x300.png 225w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts2-767x1024.png 767w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts2-768x1025.png 768w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2019\/12\/form_atouts2-1151x1536.png 1151w\" sizes=\"(max-width: 1216px) 100vw, 1216px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/aside>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-34276312 elementor-widget elementor-widget-heading\" data-id=\"34276312\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><strong>Ces formations<\/strong> pourraient \u00e9galement vous convenir :<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a4ec2b2 ee-grid-columns-3 ee-grid-columns-tablet-2 ee-grid-columns-mobile-1 ee-grid-align--stretch ee-grid-halign--left ee-posts-avatar-position-left elementor-widget elementor-widget-posts-extra\" data-id=\"1a4ec2b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;classic_grid_columns_spacing&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:10,&quot;sizes&quot;:[]},&quot;columns&quot;:&quot;3&quot;,&quot;columns_tablet&quot;:&quot;2&quot;,&quot;columns_mobile&quot;:&quot;1&quot;,&quot;classic_layout&quot;:&quot;default&quot;,&quot;classic_grid_columns_spacing_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:12,&quot;sizes&quot;:[]},&quot;classic_grid_columns_spacing_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:0,&quot;sizes&quot;:[]}}\" data-widget_type=\"posts-extra.classic\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ee-grid ee-loop ee-grid--default\"><div class=\"ee-grid__item--sizer\"><\/div><div class=\"ee-grid__item ee-loop__item\"><article class=\"ee-post post-15046 fiche_formation type-fiche_formation status-publish has-post-thumbnail hentry categorie_formation-formations-complementaires entry has-media\"><div class=\"elementor-template\"><style>.elementor-4715 .elementor-element.elementor-element-d44d241 > .elementor-container{max-width:300px;min-height:500px;}.elementor-4715 .elementor-element.elementor-element-d44d241 > .elementor-container > .elementor-column > .elementor-widget-wrap{align-content:space-evenly;align-items:space-evenly;}.elementor-4715 .elementor-element.elementor-element-d44d241{overflow:hidden;transition:background 0.3s, border 0.3s, border-radius 0.3s, box-shadow 0.3s;}.elementor-4715 .elementor-element.elementor-element-d44d241 > .elementor-background-overlay{transition:background 0.3s, border-radius 0.3s, opacity 0.3s;}.elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-widget-wrap > .elementor-widget:not(.elementor-widget__width-auto):not(.elementor-widget__width-initial):not(:last-child):not(.elementor-absolute){margin-block-end:0px;}.elementor-4715 .elementor-element.elementor-element-d2ebc90:not(.elementor-motion-effects-element-type-background) > .elementor-widget-wrap, .elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-widget-wrap > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-element-populated{transition:background 0.3s, border 0.3s, border-radius 0.3s, box-shadow 0.3s;margin:0px 0px 0px 0px;--e-column-margin-right:0px;--e-column-margin-left:0px;padding:0px 0px 10px 0px;}.elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-element-populated > .elementor-background-overlay{transition:background 0.3s, border-radius 0.3s, opacity 0.3s;}.elementor-4715 .elementor-element.elementor-element-a1f9e1e img{width:100%;}.elementor-4715 .elementor-element.elementor-element-a1f9e1e > .elementor-widget-container{margin:-5px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-4715 .elementor-element.elementor-element-4c772d8 .elementor-heading-title{font-size:16px;color:#595959;}.elementor-4715 .elementor-element.elementor-element-4c772d8 > .elementor-widget-container{margin:30px 10px 0px 10px;}.elementor-4715 .elementor-element.elementor-element-b2134a5 .elementor-heading-title{font-size:14px;color:#595959;}.elementor-4715 .elementor-element.elementor-element-b2134a5 > .elementor-widget-container{margin:0px 10px 0px 10px;}.elementor-4715 .elementor-element.elementor-element-c649b13 .elementor-heading-title{font-size:22px;font-weight:800;color:#272A5E;}.elementor-4715 .elementor-element.elementor-element-c649b13 > .elementor-widget-container{margin:15px 10px 15px 10px;}.elementor-4715 .elementor-element.elementor-element-80b4060 > .elementor-widget-container{margin:10px 10px 10px 10px;}.elementor-4715 .elementor-element.elementor-element-02e2f72 .elementor-button{font-size:17px;font-weight:400;line-height:1.6em;fill:#F8F8F8;color:#F8F8F8;background-color:#272A5E;box-shadow:2px 0px 24px -6px rgba(0, 0, 0, 0.06);padding:5px 20px 5px 20px;}.elementor-4715 .elementor-element.elementor-element-02e2f72 .elementor-button:hover, .elementor-4715 .elementor-element.elementor-element-02e2f72 .elementor-button:focus{background-color:#0F0F45;}.elementor-4715 .elementor-element.elementor-element-02e2f72 > .elementor-widget-container{margin:6px 6px 6px 6px;}<\/style>\t\t<div data-elementor-type=\"section\" data-elementor-id=\"4715\" class=\"elementor elementor-4715\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t\t<article data-ee-template-widget-id=\"d44d241-5481\" class=\"elementor-ee-element-d44d241-5481 elementor-section elementor-top-section elementor-element elementor-element-d44d241 elementor-section-height-min-height elementor-section-items-stretch elementor-section-content-space-evenly elementor-section-boxed elementor-section-height-default\" data-id=\"d44d241\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div data-ee-template-widget-id=\"d2ebc90-15046\" class=\"elementor-ee-element-d2ebc90-15046 make-column-clickable-elementor elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d2ebc90\" style=\"cursor: pointer;\" data-column-clickable=\"https:\/\/www.babylon.fr\/campus\/formation\/lutte-contre-les-discriminations\/\" data-column-clickable-blank=\"_self\" data-id=\"d2ebc90\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div data-ee-template-widget-id=\"a1f9e1e-15046\" class=\"elementor-ee-element-a1f9e1e-15046 elementor-element elementor-element-a1f9e1e elementor-widget elementor-widget-image\" data-id=\"a1f9e1e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.babylon.fr\/campus\/formation\/lutte-contre-les-discriminations\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"320\" height=\"230\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2023\/06\/APF_DISCRI_001-320x230.png\" class=\"attachment-tuiles-formation size-tuiles-formation wp-image-15047\" alt=\"\" srcset=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2023\/06\/APF_DISCRI_001-320x230.png 320w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2023\/06\/APF_DISCRI_001-300x217.png 300w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2023\/06\/APF_DISCRI_001-1024x740.png 1024w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2023\/06\/APF_DISCRI_001-768x555.png 768w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2023\/06\/APF_DISCRI_001.png 1080w\" sizes=\"(max-width: 320px) 100vw, 320px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"4c772d8-15046\" class=\"elementor-ee-element-4c772d8-15046 elementor-element elementor-element-4c772d8 elementor-widget elementor-widget-heading\" data-id=\"4c772d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Formation &#8211; Lutte contre les discriminations<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"b2134a5-15046\" class=\"elementor-ee-element-b2134a5-15046 elementor-element elementor-element-b2134a5 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-heading\" data-id=\"b2134a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">E-learning<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"c649b13-15046\" class=\"elementor-ee-element-c649b13-15046 elementor-element elementor-element-c649b13 elementor-widget elementor-widget-heading\" data-id=\"c649b13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">50 \u20ac<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"80b4060-15046\" class=\"elementor-ee-element-80b4060-15046 elementor-element elementor-element-80b4060 elementor-widget elementor-widget-text-editor\" data-id=\"80b4060\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tAcqu\u00e9rez les outils et les connaissances n\u00e9cessaires pour lutter contre les discriminations.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"02e2f72-15046\" class=\"elementor-ee-element-02e2f72-15046 elementor-element elementor-element-02e2f72 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"02e2f72\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/www.babylon.fr\/campus\/formation\/lutte-contre-les-discriminations\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">En savoir plus <\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t<\/div><\/article><!-- .ee-post --><\/div><!-- .ee-loop__item --><div class=\"ee-grid__item ee-loop__item\"><article class=\"ee-post post-12713 fiche_formation type-fiche_formation status-publish has-post-thumbnail hentry categorie_formation-formations-complementaires entry has-media\"><div class=\"elementor-template\"><style>.elementor-4715 .elementor-element.elementor-element-d44d241 > .elementor-container{max-width:300px;min-height:500px;}.elementor-4715 .elementor-element.elementor-element-d44d241 > .elementor-container > .elementor-column > .elementor-widget-wrap{align-content:space-evenly;align-items:space-evenly;}.elementor-4715 .elementor-element.elementor-element-d44d241{overflow:hidden;transition:background 0.3s, border 0.3s, border-radius 0.3s, box-shadow 0.3s;}.elementor-4715 .elementor-element.elementor-element-d44d241 > .elementor-background-overlay{transition:background 0.3s, border-radius 0.3s, opacity 0.3s;}.elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-widget-wrap > .elementor-widget:not(.elementor-widget__width-auto):not(.elementor-widget__width-initial):not(:last-child):not(.elementor-absolute){margin-block-end:0px;}.elementor-4715 .elementor-element.elementor-element-d2ebc90:not(.elementor-motion-effects-element-type-background) > .elementor-widget-wrap, .elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-widget-wrap > .elementor-motion-effects-container > .elementor-motion-effects-layer{background-color:#FFFFFF;}.elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-element-populated{transition:background 0.3s, border 0.3s, border-radius 0.3s, box-shadow 0.3s;margin:0px 0px 0px 0px;--e-column-margin-right:0px;--e-column-margin-left:0px;padding:0px 0px 10px 0px;}.elementor-4715 .elementor-element.elementor-element-d2ebc90 > .elementor-element-populated > .elementor-background-overlay{transition:background 0.3s, border-radius 0.3s, opacity 0.3s;}.elementor-4715 .elementor-element.elementor-element-a1f9e1e img{width:100%;}.elementor-4715 .elementor-element.elementor-element-a1f9e1e > .elementor-widget-container{margin:-5px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-4715 .elementor-element.elementor-element-4c772d8 .elementor-heading-title{font-size:16px;color:#595959;}.elementor-4715 .elementor-element.elementor-element-4c772d8 > .elementor-widget-container{margin:30px 10px 0px 10px;}.elementor-4715 .elementor-element.elementor-element-b2134a5 .elementor-heading-title{font-size:14px;color:#595959;}.elementor-4715 .elementor-element.elementor-element-b2134a5 > .elementor-widget-container{margin:0px 10px 0px 10px;}.elementor-4715 .elementor-element.elementor-element-c649b13 .elementor-heading-title{font-size:22px;font-weight:800;color:#272A5E;}.elementor-4715 .elementor-element.elementor-element-c649b13 > .elementor-widget-container{margin:15px 10px 15px 10px;}.elementor-4715 .elementor-element.elementor-element-80b4060 > .elementor-widget-container{margin:10px 10px 10px 10px;}.elementor-4715 .elementor-element.elementor-element-02e2f72 .elementor-button{font-size:17px;font-weight:400;line-height:1.6em;fill:#F8F8F8;color:#F8F8F8;background-color:#272A5E;box-shadow:2px 0px 24px -6px rgba(0, 0, 0, 0.06);padding:5px 20px 5px 20px;}.elementor-4715 .elementor-element.elementor-element-02e2f72 .elementor-button:hover, .elementor-4715 .elementor-element.elementor-element-02e2f72 .elementor-button:focus{background-color:#0F0F45;}.elementor-4715 .elementor-element.elementor-element-02e2f72 > .elementor-widget-container{margin:6px 6px 6px 6px;}<\/style>\t\t<div data-elementor-type=\"section\" data-elementor-id=\"4715\" class=\"elementor elementor-4715\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t\t<article data-ee-template-widget-id=\"d44d241-5481\" class=\"elementor-ee-element-d44d241-5481 elementor-section elementor-top-section elementor-element elementor-element-d44d241 elementor-section-height-min-height elementor-section-items-stretch elementor-section-content-space-evenly elementor-section-boxed elementor-section-height-default\" data-id=\"d44d241\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div data-ee-template-widget-id=\"d2ebc90-12713\" class=\"elementor-ee-element-d2ebc90-12713 make-column-clickable-elementor elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d2ebc90\" style=\"cursor: pointer;\" data-column-clickable=\"https:\/\/www.babylon.fr\/campus\/formation\/communication-telephone-relation-client\/\" data-column-clickable-blank=\"_self\" data-id=\"d2ebc90\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div data-ee-template-widget-id=\"a1f9e1e-12713\" class=\"elementor-ee-element-a1f9e1e-12713 elementor-element elementor-element-a1f9e1e elementor-widget elementor-widget-image\" data-id=\"a1f9e1e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.babylon.fr\/campus\/formation\/communication-telephone-relation-client\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"320\" height=\"230\" src=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/08\/APF-COMTEL-001_image1-320x230.png\" class=\"attachment-tuiles-formation size-tuiles-formation wp-image-12974\" alt=\"\" srcset=\"https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/08\/APF-COMTEL-001_image1-320x230.png 320w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/08\/APF-COMTEL-001_image1-300x217.png 300w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/08\/APF-COMTEL-001_image1-1024x740.png 1024w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/08\/APF-COMTEL-001_image1-768x555.png 768w, https:\/\/www.babylon.fr\/campus\/wp-content\/uploads\/2022\/08\/APF-COMTEL-001_image1.png 1080w\" sizes=\"(max-width: 320px) 100vw, 320px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"4c772d8-12713\" class=\"elementor-ee-element-4c772d8-12713 elementor-element elementor-element-4c772d8 elementor-widget elementor-widget-heading\" data-id=\"4c772d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Formation &#8211; Mieux communiquer au t\u00e9l\u00e9phone<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"b2134a5-12713\" class=\"elementor-ee-element-b2134a5-12713 elementor-element elementor-element-b2134a5 elementor-hidden-desktop elementor-hidden-tablet elementor-hidden-mobile elementor-widget elementor-widget-heading\" data-id=\"b2134a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">E-learning<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"c649b13-12713\" class=\"elementor-ee-element-c649b13-12713 elementor-element elementor-element-c649b13 elementor-widget elementor-widget-heading\" data-id=\"c649b13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">190 \u20ac<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"80b4060-12713\" class=\"elementor-ee-element-80b4060-12713 elementor-element elementor-element-80b4060 elementor-widget elementor-widget-text-editor\" data-id=\"80b4060\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tFormation qui vise \u00e0 parfaire et \u00e0 consolider vos comp\u00e9tences en communication pour am\u00e9liorer la qualit\u00e9 des \u00e9changes t\u00e9l\u00e9phoniques. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div data-ee-template-widget-id=\"02e2f72-12713\" class=\"elementor-ee-element-02e2f72-12713 elementor-element elementor-element-02e2f72 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"02e2f72\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/www.babylon.fr\/campus\/formation\/communication-telephone-relation-client\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">En savoir plus <\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t<\/div><\/article><!-- .ee-post --><\/div><!-- .ee-loop__item --><\/div><!-- .ee-loop -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-106a880d\" data-id=\"106a880d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-section elementor-inner-section elementor-element elementor-element-12d3d6a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"12d3d6a\" data-element_type=\"section\" data-e-type=\"section\" id=\"right-sidebar\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-47bdc4ca\" data-id=\"47bdc4ca\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-110e0a29 couleur_formation elementor-widget elementor-widget-heading\" data-id=\"110e0a29\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Formation incivilit\u00e9s clients (commerce)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c781fb elementor-widget elementor-widget-heading\" data-id=\"5c781fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h6 class=\"elementor-heading-title elementor-size-default\">\u00c0 partir de :<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37ebfd2 couleur_formation elementor-widget elementor-widget-heading\" data-id=\"37ebfd2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">190 \u20ac<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90cc0d5 elementor-widget elementor-widget-text-editor\" data-id=\"90cc0d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Prix public<br \/>Exon\u00e9r\u00e9 de TVA Art.261.4.4 a du CGI<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a96d14f elementor-align-justify couleur_formation elementor-widget elementor-widget-button\" data-id=\"1a96d14f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/www.babylon.fr\/campus\/inscription-formation-gestion-et-prevention-des-incivilites-clients\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Je suis int\u00e9ress\u00e9\u00b7e<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20a4da38 couleur_formation elementor-align-start elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"20a4da38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-duree\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Dur\u00e9e : <\/strong>4h<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-methode\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>M\u00e9thode : <\/strong>E-learning<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-pre_requis\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Pr\u00e9requis : <\/strong>Aucun<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-public\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Public vis\u00e9 : <\/strong>Tout public<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-validation_2\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Validation : <\/strong>Aucun<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-child\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>Parcours : <\/strong>Accessible<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"bcampus bcampus-code_ref\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><strong>R\u00e9f. : <\/strong>APF-COMTEL-001<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2283f988 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2283f988\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23cb342 elementor-align-left elementor-widget elementor-widget-post-info\" data-id=\"23cb342\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-797511a\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-custom\">\n\t\t\t\t\t\t\t\t\t\tCat\u00e9gories\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a5ff0f4\" itemprop=\"about\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-terms\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-post-info__terms-list\">\n\t\t\t\t<a href=\"https:\/\/www.babylon.fr\/campus\/formations\/formations-complementaires\/\" class=\"elementor-post-info__terms-list-item\">Parcours compl\u00e9mentaires<\/a>\t\t\t\t<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cd4bd41 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"1cd4bd41\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-657cf11 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"657cf11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<a href=\"https:\/\/www.babylon.fr\/tlchgt\/fiches\/APF-INCIVILITES-001-incivilites_commerce_fiche_formation.pdf\" target=\"_blank\" download=\"\" class=\"elementor-icon elementor-animation-bob\" tabindex=\"-1\" aria-label=\"Programme\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" id=\"Calque_2\" data-name=\"Calque 2\" viewBox=\"0 0 41.9 61.39\"><defs><style>      .cls-1 {        fill: #272a5e;        stroke-width: 0px;      }    <\/style><\/defs><g id=\"Calque_1-2\" data-name=\"Calque 1\"><g><path class=\"cls-1\" d=\"m38.61,0H3.29C1.48,0,0,1.48,0,3.29v42.25c0,1.82,1.48,3.29,3.29,3.29h35.31c1.82,0,3.29-1.48,3.29-3.29V3.29c0-1.82-1.48-3.29-3.29-3.29ZM1.54,3.29c0-.97.79-1.75,1.75-1.75h35.31c.97,0,1.75.79,1.75,1.75v42.25c0,.97-.79,1.75-1.75,1.75H3.29c-.97,0-1.75-.79-1.75-1.75V3.29Z\"><\/path><path class=\"cls-1\" d=\"m7.61,11.12h26.68c.43,0,.77-.35.77-.77s-.35-.77-.77-.77H7.61c-.43,0-.77.35-.77.77s.35.77.77.77Z\"><\/path><path class=\"cls-1\" d=\"m7.61,31.82h26.68c.43,0,.77-.35.77-.77s-.35-.77-.77-.77H7.61c-.43,0-.77.35-.77.77s.35.77.77.77Z\"><\/path><path class=\"cls-1\" d=\"m7.61,38.72h26.68c.43,0,.77-.35.77-.77s-.35-.77-.77-.77H7.61c-.43,0-.77.35-.77.77s.35.77.77.77Z\"><\/path><g><path class=\"cls-1\" d=\"m9.34,22.28v4.15h-2.23v-11.17h4.07c1.32,0,2.31.32,2.98.95s1.01,1.49,1.01,2.58-.35,1.92-1.04,2.55c-.69.63-1.68.95-2.95.95h-1.84Zm3.56-3.5c0-.56-.15-.99-.46-1.28-.31-.3-.81-.44-1.5-.44h-1.6v3.43h1.6c1.31,0,1.96-.57,1.96-1.71Z\"><\/path><path class=\"cls-1\" d=\"m25.76,23.75c-.46.84-1.14,1.5-2.02,1.97s-1.93.7-3.14.7h-3.97v-11.17h3.97c1.21,0,2.26.23,3.14.69s1.55,1.11,2.02,1.95c.46.84.7,1.82.7,2.94s-.23,2.08-.7,2.93Zm-2.56-.27c.66-.63.99-1.52.99-2.66s-.33-2.04-.99-2.68c-.66-.63-1.59-.95-2.79-.95h-1.55v7.23h1.55c1.2,0,2.13-.32,2.79-.95Z\"><\/path><path class=\"cls-1\" d=\"m35.06,15.25v1.77h-4.7v2.99h3.77v1.71h-3.77v4.7h-2.23v-11.17h6.93Z\"><\/path><\/g><path class=\"cls-1\" d=\"m20.62,61.39c-.12,0-.23-.05-.31-.13l-8.18-8.35c-.12-.13-.16-.31-.09-.48.07-.16.23-.27.4-.27h4.23v-10.93c0-.24.2-.44.44-.44h7.02c.24,0,.44.2.44.44v10.93h4.23c.18,0,.34.11.4.27.07.16.03.35-.09.48l-8.18,8.35c-.08.08-.2.13-.31.13Z\"><\/path><\/g><\/g><\/svg>\t\t\t\t<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.babylon.fr\/tlchgt\/fiches\/APF-INCIVILITES-001-incivilites_commerce_fiche_formation.pdf\" target=\"_blank\" download=\"\" >\n\t\t\t\t\t\t\tProgramme\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/span>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<p class=\"elementor-icon-box-description\">\n\t\t\t\t\t\t\u00e0 t\u00e9l\u00e9charger\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t","protected":false},"featured_media":16468,"menu_order":15,"template":"elementor_header_footer","categorie_formation":[72],"class_list":["post-10569","fiche_formation","type-fiche_formation","status-publish","has-post-thumbnail","hentry","categorie_formation-formations-complementaires","entry","has-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Apprenez \u00e0 g\u00e9rer l&#039;agressivit\u00e9 client : formation en ligne compl\u00e8te<\/title>\n<meta name=\"description\" content=\"Vous \u00eates en contact r\u00e9gulier avec des clients difficiles ? 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