Signes de Tension Verbaux et non Verbaux
SOMMAIRE
Signe de tension verbaux
Présentation Moligth les Bains
L'interêt de les repérer
Signes de tension non verbaux
Comment les interactions permettent d'apaiser les éventuelles tensions
Présentation Molitg-les-bains
Chaîne Thermale du Soleil
Les Thermes de Molitg-les-Bains
Signes de Tensions Verbaux
Discours très cadré, défensif (référence fréquente au règlement)
Baisse de la disponibilité verbale en période de forte affluence
Tonalité plus neutre ou froide pour éviter l’escalade
Appel rapide à un responsable quand la discussion se tend
Échanges plus courts pour gérer le flux
Signes de Tension non verbaux
Corps figé, mouvements limités
Recul derrière le comptoir
Orientation du corps vers un collègue ou une issue
Bras croisés ou mains agrippées
L'intétêt de les repérer
Repérer les signes de tensions verbaux et non verbaux au Grand Hôtel de Molitg-les-Bains permet de prévenir les conflits avant qu’ils ne s’aggravent, de protéger les équipes en première ligne à l’accueil, d’améliorer l’expérience et le bien-être des clients, de préserver la réputation de l’établissement et de renforcer le professionnalisme ainsi que la qualité de l’accueil. C’est également un levier essentiel pour garantir un climat sécurisé et maintenir un haut niveau de qualité dans l’expérience client au sein du Grand Hôtel de Molitg-les-Bains.
comment les interactions permettentd'apaiser les éventuelle tensions
Les interactions à l’accueil permettent d’apaiser les tensions en créant un climat de confiance dès les premiers échanges. En écoutant attentivement le client, en le laissant s’exprimer sans interruption et en reformulant son problème, le personnel montre qu’il comprend la situation, ce qui diminue immédiatement le sentiment d’injustice ou de frustration. Un ton calme, une posture ouverte et un langage non verbal rassurant contribuent également à désamorcer l’émotion
Objectives
Objectives
Contextualize your topic with a subtitle
We are visual beings. We are capable of understanding images from millions of years ago, even from other cultures.
Narrative beings. We tell thousands and thousands of stories. ⅔ of our conversations are stories.
Social beings. We need to interact with each other. We learn collaboratively.
Digital beings. We avoid being part of content saturation in the digital world.
+ info
Methodology
Methodology
Write a great subtitle here to provide context
To tell stories in an organized, hierarchical, structured, and concise way. These are the four pillars to carry out a successful presentation.
20XX
20XX
20XX
20XX
The important thing is that everything is themed.
And leave youraudience amazed.
Also animations to makeit fun.
You can add interactivity to your timeline.
+ info
+ info
+ info
+ info
+ info
Methodology
Contextualize your topic with a subtitle
Step 2
Step 4
Step 1
Step 3
If you are going to present live, we recommend you to train your voice and rehearse: the best improvisation is always the most worked!
You can create an outline to summarize the content and use words that will be etched in the minds ofyour audience.
You can create a scheme to summarize the content and use words that are burned into your audience's brain.
Show enthusiasm, smile and maintain eye contact with your audience: 'The eyes, chico. They never lie'. Leave them speechless.
+ info
Methodology
Timeline awesome, step by step
20XX
You can add interactivity to your timeline.
+ info
20XX
Also animations to make it fun.
+ info
20XX
The important thing is that everything fits the theme.
+ info
20XX
And leave your audience speechless.
+ info
Results
Resultados
Contextualize your topic with a subtitle
Title 1
Title 2
Title 3
Show enthusiasm, give a smile, and maintain eye contact with your audience: 'The eyes, chico. They never lie'. Leave them speechless.
If you are going to present live, we recommend that you train your voice and practice: the best improvisation is always the most rehearsed!
You can create a schema to synthesize the content and use words that are deeply ingrained in youraudience's brain.
+ info
Results
Contextualize your topic with a subtitle
Write a title here
Write a title here
Write a title here
Provide context for your topic
Provide context to your topic
Provide context for your topic
Did you know that in addition to taking advantage of our resources, you can add the visual elements you want to complement the information? Try it from the Image or Resources menus!
Results
Provide context to your topic with a subtitle
Here you can include a relevant piece of information to highlight
Here you can include a relevant fact to highlight
Here you can include a relevant piece of information to highlight
You can include a relevant data to highlight
Here you can include a relevant piece of information to highlight
You can include a relevant piece of information to highlight
Results
Contextualize your topic with a subtitle
Info
Info
'Your content is liked, butit only engages ifit's interactive' - Genially
Here you can include a relevant highlight to emphasize
Budget
Budget
Contextualize your topic with a subtitle
Did you know that Genially allows you to share your creation directly, without the need for downloads? Ready for your audience to view it on any device and promote it anywhere.
Terms and conditions
Contextualize your topic with a subtitle
Social beings
We are visual beings
We need to interact with each other. We learn collaboratively.
We are able to understand images from millions of years ago, even from other cultures.
Digital beings
Narrative beings
We avoid being part of content saturation in the digital world.
We tell thousands and thousands of stories. ⅔ of our conversations are stories.
+ info
About Us
About Us
Contextualize your topic with a subtitle
Team
Use this space to briefly describe your team: who you are and what you do.
About Us
Contextualize your topic with a subtitle
Name Last Name
Name Last Name
Name Surname
Name Lastname
Profile
Studies
Occupation
Profile
About us
Contextualize your topic with a subtitle
Title 4
Title 3
Title 2
Title 1
They are anesthetic resource
They helpbreak monotony
They allowsynthesizing content
They illustrate what you want to tell
Contact
Write a cool address. The street, the number, a zip code... You know!
Name@mail.com
Super!
We love data
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and amaze your audience.
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and amaze your audience.
Do you have an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and surprise your audience.
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and amaze your audience.
Do you have an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and amaze your audience.
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs...even interactive questions!
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and surprise your audience.
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Après la seconde guerre mondiale, Adrien Barthlemy, avec l'architecte Edouad Mas Chancel, engage une reconstuction substantielle de la station. Cela inclut la Création du Grand Hôtel thermal en marbre et granit rose, joint au bloc médical, ainsi que l'aménagement d'un lac. Le Grand Hôtel est un établissement 4 étoiles situé au cœur des Pyrénées-Orientales, dans le village thermale . Ce lieu allie élégance, bien-être et authenticité, offrant une expérience unique aux visiteurs en quête de détente et de ressourcement. Le Grand hôtel met en avant le bien-etre avec differents services comme un accès aux thermes, piscine extérieur chauffée , massages, jardins... et des activités comme le Yoga, l'aquagym, Ostéophate, des séance de sophrologie... L'hôtel est adjacent aux thermes où les curistes peuvent venir pour différentes cures comme: Rhumatologie, dermatologie, affections des Muqueuses bucco-linguale .voies respiratoires.Réhabilitation post-cancer du sein. Le Grand Hôtel rassemble détente, nature et bien-être. 🌍 Environnement et engagementsSitué dans le Parc naturel régional des Pyrénées catalanes, le Grand Hôtel s'engage activement dans la préservation de l'environnement. L'établissement valorise les produits locaux, réduit sa consommation énergétique, utilise des produits d'hygiène locaux et entretient ses jardins de manière naturelle. 📍 Informations pratiques • Adresse : Route des Bains, 66500 Molitg-les-Bains • Téléphone : +33 (0)4 68 05 44 40 • Email : molitglesbains@chainethermale.fr • Site web : www.grandhotelmolitg.comPour des informations touristiques locales, vous pouvez consulter le site de l’Office du Tourisme de Molitg-les-Bains : www.tourisme-canigou.com
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
- Visit the Activity preferences
- Enable user tracking
- Let the communication flow!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
- Generate experiences with your content.
- It has a WOW effect. Very WOW.
- Make your audience remember the message.
- Activate and amaze your audience.
Signes de Tension Verbaux et non Verbaux
Adama Koné
Created on January 18, 2026
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Transcript
Signes de Tension Verbaux et non Verbaux
SOMMAIRE
Signe de tension verbaux
Présentation Moligth les Bains
L'interêt de les repérer
Signes de tension non verbaux
Comment les interactions permettent d'apaiser les éventuelles tensions
Présentation Molitg-les-bains
Chaîne Thermale du Soleil
Les Thermes de Molitg-les-Bains
Signes de Tensions Verbaux
Discours très cadré, défensif (référence fréquente au règlement)
Baisse de la disponibilité verbale en période de forte affluence
Tonalité plus neutre ou froide pour éviter l’escalade
Appel rapide à un responsable quand la discussion se tend
Échanges plus courts pour gérer le flux
Signes de Tension non verbaux
Corps figé, mouvements limités
Recul derrière le comptoir
Orientation du corps vers un collègue ou une issue
Bras croisés ou mains agrippées
L'intétêt de les repérer
Repérer les signes de tensions verbaux et non verbaux au Grand Hôtel de Molitg-les-Bains permet de prévenir les conflits avant qu’ils ne s’aggravent, de protéger les équipes en première ligne à l’accueil, d’améliorer l’expérience et le bien-être des clients, de préserver la réputation de l’établissement et de renforcer le professionnalisme ainsi que la qualité de l’accueil. C’est également un levier essentiel pour garantir un climat sécurisé et maintenir un haut niveau de qualité dans l’expérience client au sein du Grand Hôtel de Molitg-les-Bains.
comment les interactions permettentd'apaiser les éventuelle tensions
Les interactions à l’accueil permettent d’apaiser les tensions en créant un climat de confiance dès les premiers échanges. En écoutant attentivement le client, en le laissant s’exprimer sans interruption et en reformulant son problème, le personnel montre qu’il comprend la situation, ce qui diminue immédiatement le sentiment d’injustice ou de frustration. Un ton calme, une posture ouverte et un langage non verbal rassurant contribuent également à désamorcer l’émotion
Objectives
Objectives
Contextualize your topic with a subtitle
We are visual beings. We are capable of understanding images from millions of years ago, even from other cultures.
Narrative beings. We tell thousands and thousands of stories. ⅔ of our conversations are stories.
Social beings. We need to interact with each other. We learn collaboratively.
Digital beings. We avoid being part of content saturation in the digital world.
+ info
Methodology
Methodology
Write a great subtitle here to provide context
To tell stories in an organized, hierarchical, structured, and concise way. These are the four pillars to carry out a successful presentation.
20XX
20XX
20XX
20XX
The important thing is that everything is themed.
And leave youraudience amazed.
Also animations to makeit fun.
You can add interactivity to your timeline.
+ info
+ info
+ info
+ info
+ info
Methodology
Contextualize your topic with a subtitle
Step 2
Step 4
Step 1
Step 3
If you are going to present live, we recommend you to train your voice and rehearse: the best improvisation is always the most worked!
You can create an outline to summarize the content and use words that will be etched in the minds ofyour audience.
You can create a scheme to summarize the content and use words that are burned into your audience's brain.
Show enthusiasm, smile and maintain eye contact with your audience: 'The eyes, chico. They never lie'. Leave them speechless.
+ info
Methodology
Timeline awesome, step by step
20XX
You can add interactivity to your timeline.
+ info
20XX
Also animations to make it fun.
+ info
20XX
The important thing is that everything fits the theme.
+ info
20XX
And leave your audience speechless.
+ info
Results
Resultados
Contextualize your topic with a subtitle
Title 1
Title 2
Title 3
Show enthusiasm, give a smile, and maintain eye contact with your audience: 'The eyes, chico. They never lie'. Leave them speechless.
If you are going to present live, we recommend that you train your voice and practice: the best improvisation is always the most rehearsed!
You can create a schema to synthesize the content and use words that are deeply ingrained in youraudience's brain.
+ info
Results
Contextualize your topic with a subtitle
Write a title here
Write a title here
Write a title here
Provide context for your topic
Provide context to your topic
Provide context for your topic
Did you know that in addition to taking advantage of our resources, you can add the visual elements you want to complement the information? Try it from the Image or Resources menus!
Results
Provide context to your topic with a subtitle
Here you can include a relevant piece of information to highlight
Here you can include a relevant fact to highlight
Here you can include a relevant piece of information to highlight
You can include a relevant data to highlight
Here you can include a relevant piece of information to highlight
You can include a relevant piece of information to highlight
Results
Contextualize your topic with a subtitle
Info
Info
'Your content is liked, butit only engages ifit's interactive' - Genially
Here you can include a relevant highlight to emphasize
Budget
Budget
Contextualize your topic with a subtitle
Did you know that Genially allows you to share your creation directly, without the need for downloads? Ready for your audience to view it on any device and promote it anywhere.
Terms and conditions
Contextualize your topic with a subtitle
Social beings
We are visual beings
We need to interact with each other. We learn collaboratively.
We are able to understand images from millions of years ago, even from other cultures.
Digital beings
Narrative beings
We avoid being part of content saturation in the digital world.
We tell thousands and thousands of stories. ⅔ of our conversations are stories.
+ info
About Us
About Us
Contextualize your topic with a subtitle
Team
Use this space to briefly describe your team: who you are and what you do.
About Us
Contextualize your topic with a subtitle
Name Last Name
Name Last Name
Name Surname
Name Lastname
Profile
Studies
Occupation
Profile
About us
Contextualize your topic with a subtitle
Title 4
Title 3
Title 2
Title 1
They are anesthetic resource
They helpbreak monotony
They allowsynthesizing content
They illustrate what you want to tell
Contact
Write a cool address. The street, the number, a zip code... You know!
Name@mail.com
Super!
We love data
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
Do you have an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
Do you have an idea?
Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs...even interactive questions!
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Après la seconde guerre mondiale, Adrien Barthlemy, avec l'architecte Edouad Mas Chancel, engage une reconstuction substantielle de la station. Cela inclut la Création du Grand Hôtel thermal en marbre et granit rose, joint au bloc médical, ainsi que l'aménagement d'un lac. Le Grand Hôtel est un établissement 4 étoiles situé au cœur des Pyrénées-Orientales, dans le village thermale . Ce lieu allie élégance, bien-être et authenticité, offrant une expérience unique aux visiteurs en quête de détente et de ressourcement. Le Grand hôtel met en avant le bien-etre avec differents services comme un accès aux thermes, piscine extérieur chauffée , massages, jardins... et des activités comme le Yoga, l'aquagym, Ostéophate, des séance de sophrologie... L'hôtel est adjacent aux thermes où les curistes peuvent venir pour différentes cures comme: Rhumatologie, dermatologie, affections des Muqueuses bucco-linguale .voies respiratoires.Réhabilitation post-cancer du sein. Le Grand Hôtel rassemble détente, nature et bien-être. 🌍 Environnement et engagementsSitué dans le Parc naturel régional des Pyrénées catalanes, le Grand Hôtel s'engage activement dans la préservation de l'environnement. L'établissement valorise les produits locaux, réduit sa consommation énergétique, utilise des produits d'hygiène locaux et entretient ses jardins de manière naturelle. 📍 Informations pratiques • Adresse : Route des Bains, 66500 Molitg-les-Bains • Téléphone : +33 (0)4 68 05 44 40 • Email : molitglesbains@chainethermale.fr • Site web : www.grandhotelmolitg.comPour des informations touristiques locales, vous pouvez consulter le site de l’Office du Tourisme de Molitg-les-Bains : www.tourisme-canigou.com
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts:
Do you have an idea?
Use this space to add some awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions!
Do you have an idea?
Let the communication flow!
With Genially templates you can include visual resources to amaze your audience. You can also highlight a specific phrase or data that will stay engraved in your audience's memory, and even embed external content that will surprise: videos, photos, audios... Whatever you want! Do you need more reasons to create dynamic content? Well: 90% of the information we assimilate comes through our sight and, moreover, we retain 42% more information when the content moves.