Maroc Zain Academy \u2014 Galerie des 1000 Situations Professionnelles<\/title>\n<style>\n:root{\n --bg:#07111f; --panel:#0d1b2d; --panel2:#12243a; --text:#eef6ff; --muted:#9fb4ca;\n --gold:#e9c84a; --cyan:#3dd7ff; --green:#34d399; --red:#fb7185; --line:#20364d;\n}\n*{box-sizing:border-box}\nbody{margin:0;font-family:Inter,Segoe UI,Arial,sans-serif;background:\nradial-gradient(circle at top right,#16395a 0,#07111f 45%,#050b14 100%);color:var(--text)}\nheader{padding:22px 24px;border-bottom:1px solid var(--line);background:rgba(5,11,20,.82);position:sticky;top:0;z-index:10;backdrop-filter:blur(12px)}\n.brand{display:flex;gap:14px;align-items:center}\n.logo{width:54px;height:54px;border-radius:16px;background:linear-gradient(135deg,var(--gold),#fff3ad);color:#10203a;font-weight:900;display:grid;place-items:center;box-shadow:0 8px 30px 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span{display:block;height:100%;background:linear-gradient(90deg,var(--cyan),var(--gold))}\n.footerhint{color:var(--muted);font-size:12px;margin-top:14px}\n@media(max-width:1050px){.toolbar{grid-template-columns:1fr 1fr}.layout{grid-template-columns:1fr}.sidebar{max-height:320px}.grid2{grid-template-columns:1fr}}\n@media(max-width:650px){.toolbar{grid-template-columns:1fr}.wrap{padding:12px}.card{padding:16px}.title{font-size:22px}}\n<\/style>\n<\/head>\n<body>\n<header>\n <div class=\"brand\">\n <div class=\"logo\">MZA<\/div>\n <div>\n <h1>Maroc Zain Academy \u2014 Galerie des 1 000 Situations Professionnelles<\/h1>\n <div class=\"sub\">Formation \u2022 Mise en situation \u2022 QCM \u2022 Correction formateur \u2022 Banque p\u00e9dagogique<\/div>\n <\/div>\n <\/div>\n<\/header>\n\n<div class=\"wrap\">\n <div class=\"toolbar\">\n <input id=\"search\" placeholder=\"Rechercher : bagage, client, retard, s\u00e9curit\u00e9...\">\n <select id=\"jobFilter\"><option value=\"\">Tous les m\u00e9tiers<\/option><\/select>\n <select id=\"levelFilter\"><option value=\"\">Tous les niveaux<\/option><option>D\u00e9butant<\/option><option>Interm\u00e9diaire<\/option><option>Avanc\u00e9<\/option><option>Expert<\/option><\/select>\n <select id=\"themeFilter\"><option value=\"\">Tous les th\u00e8mes<\/option><\/select>\n <button id=\"randomBtn\" class=\"btn-gold\">\ud83c\udfb2 Al\u00e9atoire<\/button>\n <button id=\"modeBtn\" class=\"btn-primary\">\ud83d\udc68\u200d\ud83c\udfeb Mode formateur<\/button>\n <\/div>\n\n <div class=\"layout\">\n <aside class=\"sidebar\">\n <div class=\"statgrid\">\n <div class=\"stat\"><b id=\"totalCount\">1000<\/b><span>situations<\/span><\/div>\n <div class=\"stat\"><b id=\"filteredCount\">1000<\/b><span>affich\u00e9es<\/span><\/div>\n <\/div>\n <div class=\"progress\"><span id=\"prog\" style=\"width:0%\"><\/span><\/div>\n <div class=\"footerhint\" id=\"positionText\">Situation 1 \/ 1000<\/div>\n <div id=\"list\"><\/div>\n <\/aside>\n\n <main class=\"card\">\n <div class=\"badges\" id=\"badges\"><\/div>\n <div class=\"title\" id=\"title\"><\/div>\n <div class=\"context\" id=\"context\"><\/div>\n\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\ud83c\udfad Personnages<\/h3>\n <div id=\"characters\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\ud83c\udfaf Objectif p\u00e9dagogique<\/h3>\n <div id=\"objective\"><\/div>\n <\/div>\n <\/div>\n\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\ud83d\udcac Dialogue de situation<\/h3>\n <div class=\"dialogue\" id=\"dialogue\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\u26a0\ufe0f Probl\u00e8me \/ d\u00e9cision<\/h3>\n <div id=\"problem\"><\/div>\n <\/div>\n <\/div>\n\n <section class=\"question\">\n <h3 id=\"qtext\">Question candidat<\/h3>\n <div class=\"answers\" id=\"answers\"><\/div>\n <div id=\"feedback\" class=\"feedback\"><\/div>\n <\/section>\n\n <section class=\"trainer\" id=\"trainer\">\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\u2705 R\u00e9ponse professionnelle attendue<\/h3>\n <div id=\"expected\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\ud83d\udeab Erreur \u00e0 \u00e9viter<\/h3>\n <div id=\"mistake\"><\/div>\n <\/div>\n <\/div>\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\ud83d\udcd8 R\u00e8gle professionnelle<\/h3>\n <div id=\"rule\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\ud83e\udde0 D\u00e9brief formateur<\/h3>\n <div id=\"debrief\"><\/div>\n <\/div>\n <\/div>\n <\/section>\n\n <div class=\"actions\">\n <button id=\"prevBtn\">\u2190 Pr\u00e9c\u00e9dente<\/button>\n <button id=\"nextBtn\" class=\"btn-primary\">Suivante \u2192<\/button>\n <button id=\"resetBtn\">R\u00e9initialiser le QCM<\/button>\n <button id=\"printBtn\">\ud83d\udda8\ufe0f Imprimer \/ PDF<\/button>\n <\/div>\n <\/main>\n <\/div>\n<\/div>\n\n<script>\nconst jobs = [\n [\"Agent d'escale\",\"ESC\"],[\"Chef d'escale\",\"CES\"],[\"Superviseur vol\",\"SUP\"],[\"Duty Manager\",\"DUT\"],\n [\"Agent de r\u00e9servation\",\"RES\"],[\"Agent commercial\",\"COM\"],[\"Chef de cabine \/ PNC\",\"CAB\"],[\"Litiges bagages\",\"BAG\"],\n [\"Fret & Cargo\",\"FRT\"],[\"OCC \/ Dispatch\",\"OCC\"],[\"Directeur d'a\u00e9roport\",\"DIR\"],[\"Agent de voyages\",\"AGV\"],\n [\"Chef d'agence\",\"CAG\"],[\"H\u00f4tellerie\",\"HOT\"],[\"MICE & \u00c9v\u00e9nementiel\",\"MIC\"],[\"Finance\",\"FIN\"],\n [\"Marketing\",\"MKT\"],[\"Ressources humaines\",\"RH\"],[\"Management\",\"MAN\"],[\"Relation client\",\"RCL\"]\n];\nconst themes = [\"Accueil client\",\"S\u00e9curit\u00e9\",\"Retard de vol\",\"Bagages\",\"R\u00e9servation\",\"Vente\",\"Irr\u00e9gularit\u00e9s\",\"Documentation\",\n\"Coordination\",\"Leadership\",\"R\u00e9clamation\",\"Qualit\u00e9\",\"Urgence\",\"Communication\",\"Yield & revenus\",\"Cargo\",\"H\u00f4tellerie\",\"MICE\",\"\u00c9thique\",\"Digital\"];\nconst levels = [\"D\u00e9butant\",\"Interm\u00e9diaire\",\"Avanc\u00e9\",\"Expert\"];\n\nconst templates = [\n {\n context:\"Une situation op\u00e9rationnelle se pr\u00e9sente pendant une p\u00e9riode de forte activit\u00e9. Le professionnel doit agir rapidement tout en respectant les proc\u00e9dures, la s\u00e9curit\u00e9 et la qualit\u00e9 de service.\",\n dialogue:[\"Client : \u00ab J'ai besoin d'une solution imm\u00e9diatement. \u00bb\",\"Agent : \u00ab Je vais v\u00e9rifier votre dossier et vous proposer la meilleure option conforme aux r\u00e8gles. \u00bb\"],\n problem:\"Le client insiste pour obtenir une d\u00e9rogation qui n'est pas clairement autoris\u00e9e.\",\n objective:\"Savoir v\u00e9rifier avant de promettre, expliquer clairement et tracer la d\u00e9cision.\",\n q:\"Quelle est la meilleure premi\u00e8re action ?\",\n a:[\"Promettre une solution pour calmer le client\",\"V\u00e9rifier les r\u00e8gles et les donn\u00e9es du dossier avant de s'engager\",\"Refuser sans explication\",\"Transf\u00e9rer imm\u00e9diatement le client \u00e0 un autre service\"],\n correct:1,\n expected:\"V\u00e9rifier les informations, les r\u00e8gles applicables et le niveau d'habilitation avant toute promesse.\",\n mistake:\"Inventer une r\u00e8gle, promettre une d\u00e9rogation ou engager l'entreprise sans validation.\",\n rule:\"Une d\u00e9cision op\u00e9rationnelle doit \u00eatre fond\u00e9e sur des donn\u00e9es v\u00e9rifi\u00e9es, une proc\u00e9dure applicable et une habilitation claire.\",\n debrief:\"La qualit\u00e9 de service ne consiste pas \u00e0 dire oui \u00e0 tout. Elle consiste \u00e0 s\u00e9curiser le dossier, expliquer la r\u00e8gle et rechercher une solution r\u00e9aliste.\"\n },\n {\n context:\"Un dossier pr\u00e9sente une anomalie susceptible d'impacter le d\u00e9part, la satisfaction client ou la conformit\u00e9 op\u00e9rationnelle.\",\n dialogue:[\"Superviseur : \u00ab Quelle est l'anomalie exacte ? \u00bb\",\"Agent : \u00ab J'ai identifi\u00e9 l'\u00e9cart, je v\u00e9rifie maintenant son impact et les options disponibles. \u00bb\"],\n problem:\"L'\u00e9quipe h\u00e9site entre corriger imm\u00e9diatement ou attendre une instruction.\",\n objective:\"Hi\u00e9rarchiser l'urgence, s\u00e9curiser l'op\u00e9ration et escalader au bon niveau.\",\n q:\"Quelle conduite est la plus professionnelle ?\",\n a:[\"Ignorer l'\u00e9cart s'il semble mineur\",\"Documenter l'\u00e9cart, s\u00e9curiser l'op\u00e9ration puis escalader si n\u00e9cessaire\",\"Modifier les donn\u00e9es sans trace\",\"Attendre la fin du service\"],\n correct:1,\n expected:\"Identifier, tracer, s\u00e9curiser puis escalader selon le niveau de risque et d'habilitation.\",\n mistake:\"Masquer ou corriger une anomalie sans tra\u00e7abilit\u00e9.\",\n rule:\"Toute anomalie ayant un impact op\u00e9rationnel, financier, commercial ou s\u00e9curit\u00e9 doit \u00eatre trac\u00e9e.\",\n debrief:\"La tra\u00e7abilit\u00e9 prot\u00e8ge le client, l'agent et l'entreprise. Elle facilite aussi l'analyse apr\u00e8s \u00e9v\u00e9nement.\"\n },\n {\n context:\"Le professionnel doit g\u00e9rer une interaction difficile avec un client m\u00e9content tout en maintenant un haut niveau de qualit\u00e9 relationnelle.\",\n dialogue:[\"Client : \u00ab C'est inadmissible ! \u00bb\",\"Agent : \u00ab Je comprends votre m\u00e9contentement. Permettez-moi de reprendre les faits avec vous. \u00bb\"],\n problem:\"Le ton monte et plusieurs clients observent la sc\u00e8ne.\",\n objective:\"D\u00e9samorcer un conflit et ramener la discussion aux faits et aux solutions.\",\n q:\"Quelle r\u00e9ponse est la plus adapt\u00e9e ?\",\n a:[\"R\u00e9pondre sur le m\u00eame ton\",\"\u00c9couter, reformuler, v\u00e9rifier les faits et proposer une solution ou une escalade\",\"Quitter le poste\",\"Accuser un autre service\"],\n correct:1,\n expected:\"\u00c9couter sans interrompre, reformuler, v\u00e9rifier, agir ou escalader, puis informer le client.\",\n mistake:\"Entrer dans un rapport de force ou rejeter la faute sur un coll\u00e8gue devant le client.\",\n rule:\"\u00c9couter \u2192 Reformuler \u2192 V\u00e9rifier \u2192 Agir \u2192 Escalader \u2192 Informer \u2192 Tracer.\",\n debrief:\"Le professionnel traite simultan\u00e9ment l'\u00e9motion, les faits et la solution.\"\n }\n];\n\nfunction buildSituations(){\n const arr=[];\n for(let i=1;i<=1000;i++){\n const [job,code]=jobs[(i-1)%jobs.length];\n const theme=themes[Math.floor((i-1)\/jobs.length)%themes.length];\n const level=levels[Math.floor((i-1)\/250)%levels.length];\n const t=templates[(i-1)%templates.length];\n const n=String(i).padStart(4,\"0\");\n arr.push({\n id:`MZA-${code}-${n}`,job,theme,level,\n title:`${job} \u2014 ${theme} \u2014 Situation ${n}`,\n context:t.context+` Sc\u00e9nario #${i}, adapt\u00e9 au m\u00e9tier \u00ab ${job} \u00bb et au th\u00e8me \u00ab ${theme} \u00bb.`,\n characters:`Professionnel : ${job}<br>Interlocuteur : client \/ coll\u00e8gue \/ superviseur selon le sc\u00e9nario`,\n objective:t.objective,\n dialogue:t.dialogue.join(\"<br><br>\"),\n problem:t.problem,\n q:t.q,a:[...t.a],correct:t.correct,\n expected:t.expected,mistake:t.mistake,rule:t.rule,debrief:t.debrief\n });\n }\n return arr;\n}\nconst all=buildSituations();\nlet filtered=[...all], current=0, trainerMode=false;\n\nconst $=id=>document.getElementById(id);\nfunction fillFilters(){\n jobs.forEach(j=>$(\"jobFilter\").innerHTML+=`<option>${j[0]}<\/option>`);\n themes.forEach(t=>$(\"themeFilter\").innerHTML+=`<option>${t}<\/option>`);\n}\nfunction applyFilters(){\n const s=$(\"search\").value.trim().toLowerCase(), j=$(\"jobFilter\").value, l=$(\"levelFilter\").value, th=$(\"themeFilter\").value;\n filtered=all.filter(x=>(!j||x.job===j)&&(!l||x.level===l)&&(!th||x.theme===th)&&(!s||JSON.stringify(x).toLowerCase().includes(s)));\n current=0; renderList(); render();\n}\nfunction renderList(){\n $(\"filteredCount\").textContent=filtered.length;\n $(\"list\").innerHTML=filtered.slice(Math.max(0,current-30),Math.min(filtered.length,current+70)).map((x,idx)=>{\n const real=Math.max(0,current-30)+idx;\n return `<div class=\"item ${real===current?'active':''}\" onclick=\"go(${real})\"><b>${x.id}<\/b><br><small>${x.job} \u2022 ${x.theme} \u2022 ${x.level}<\/small><\/div>`\n }).join(\"\");\n}\nfunction render(){\n if(!filtered.length){\n $(\"title\").textContent=\"Aucune situation trouv\u00e9e\";\n $(\"context\").textContent=\"Modifiez les filtres ou la recherche.\";\n return;\n }\n const x=filtered[current];\n $(\"badges\").innerHTML=`<span class=\"badge gold\">${x.id}<\/span><span class=\"badge\">${x.job}<\/span><span class=\"badge\">${x.theme}<\/span><span class=\"badge\">${x.level}<\/span>`;\n [\"title\",\"context\",\"characters\",\"objective\",\"dialogue\",\"problem\",\"expected\",\"mistake\",\"rule\",\"debrief\"].forEach(k=>$(k).innerHTML=x[k]);\n $(\"qtext\").textContent=x.q;\n $(\"answers\").innerHTML=x.a.map((a,i)=>`<button class=\"answer\" onclick=\"answer(${i},this)\">${String.fromCharCode(65+i)}. ${a}<\/button>`).join(\"\");\n $(\"feedback\").className=\"feedback\"; $(\"feedback\").textContent=\"\";\n $(\"trainer\").classList.toggle(\"on\",trainerMode);\n $(\"positionText\").textContent=`Situation ${current+1} \/ ${filtered.length}`;\n $(\"prog\").style.width=((current+1)\/Math.max(1,filtered.length)*100)+\"%\";\n renderList();\n}\nfunction answer(i,btn){\n const x=filtered[current], buttons=[...document.querySelectorAll(\".answer\")];\n buttons.forEach((b,k)=>{b.disabled=true;if(k===x.correct)b.classList.add(\"correct\");});\n const ok=i===x.correct;\n if(!ok)btn.classList.add(\"wrong\");\n const f=$(\"feedback\"); f.className=\"feedback show \"+(ok?\"ok\":\"ko\");\n f.innerHTML=ok?\"\u2705 Bonne r\u00e9ponse. 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{"id":3569,"date":"2026-08-22T16:52:28","date_gmt":"2026-08-22T16:52:28","guid":{"rendered":"https:\/\/maroczain.com\/?page_id=3569"},"modified":"2026-08-22T18:25:49","modified_gmt":"2026-08-22T18:25:49","slug":"galerie-des-1000-situations-professionnelles","status":"publish","type":"page","link":"https:\/\/maroczain.com\/en\/galerie-des-1000-situations-professionnelles\/","title":{"rendered":"Galerie des 1000 Situations professionnelles"},"content":{"rendered":"\n\n\n\n\n\nMaroc Zain Academy \u2014 Galerie des 1000 Situations Professionnelles<\/title>\n<style>\n:root{\n --bg:#07111f; --panel:#0d1b2d; --panel2:#12243a; --text:#eef6ff; --muted:#9fb4ca;\n --gold:#e9c84a; --cyan:#3dd7ff; --green:#34d399; --red:#fb7185; --line:#20364d;\n}\n*{box-sizing:border-box}\nbody{margin:0;font-family:Inter,Segoe UI,Arial,sans-serif;background:\nradial-gradient(circle at top right,#16395a 0,#07111f 45%,#050b14 100%);color:var(--text)}\nheader{padding:22px 24px;border-bottom:1px solid 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1fr}.layout{grid-template-columns:1fr}.sidebar{max-height:320px}.grid2{grid-template-columns:1fr}}\n@media(max-width:650px){.toolbar{grid-template-columns:1fr}.wrap{padding:12px}.card{padding:16px}.title{font-size:22px}}\n<\/style>\n<\/head>\n<body>\n<header>\n <div class=\"brand\">\n <div class=\"logo\">MZA<\/div>\n <div>\n <h1>Maroc Zain Academy \u2014 Galerie des 1 000 Situations Professionnelles<\/h1>\n <div class=\"sub\">Formation \u2022 Mise en situation \u2022 QCM \u2022 Correction formateur \u2022 Banque p\u00e9dagogique<\/div>\n <\/div>\n <\/div>\n<\/header>\n\n<div class=\"wrap\">\n <div class=\"toolbar\">\n <input id=\"search\" placeholder=\"Rechercher : bagage, client, retard, s\u00e9curit\u00e9...\">\n <select id=\"jobFilter\"><option value=\"\">Tous les m\u00e9tiers<\/option><\/select>\n <select id=\"levelFilter\"><option value=\"\">Tous les niveaux<\/option><option>D\u00e9butant<\/option><option>Interm\u00e9diaire<\/option><option>Avanc\u00e9<\/option><option>Expert<\/option><\/select>\n <select id=\"themeFilter\"><option value=\"\">Tous les th\u00e8mes<\/option><\/select>\n <button id=\"randomBtn\" class=\"btn-gold\">\ud83c\udfb2 Al\u00e9atoire<\/button>\n <button id=\"modeBtn\" class=\"btn-primary\">\ud83d\udc68\u200d\ud83c\udfeb Mode formateur<\/button>\n <\/div>\n\n <div class=\"layout\">\n <aside class=\"sidebar\">\n <div class=\"statgrid\">\n <div class=\"stat\"><b id=\"totalCount\">1000<\/b><span>situations<\/span><\/div>\n <div class=\"stat\"><b id=\"filteredCount\">1000<\/b><span>affich\u00e9es<\/span><\/div>\n <\/div>\n <div class=\"progress\"><span id=\"prog\" style=\"width:0%\"><\/span><\/div>\n <div class=\"footerhint\" id=\"positionText\">Situation 1 \/ 1000<\/div>\n <div id=\"list\"><\/div>\n <\/aside>\n\n <main class=\"card\">\n <div class=\"badges\" id=\"badges\"><\/div>\n <div class=\"title\" id=\"title\"><\/div>\n <div class=\"context\" id=\"context\"><\/div>\n\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\ud83c\udfad Personnages<\/h3>\n <div id=\"characters\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\ud83c\udfaf Objectif p\u00e9dagogique<\/h3>\n <div id=\"objective\"><\/div>\n <\/div>\n <\/div>\n\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\ud83d\udcac Dialogue de situation<\/h3>\n <div class=\"dialogue\" id=\"dialogue\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\u26a0\ufe0f Probl\u00e8me \/ d\u00e9cision<\/h3>\n <div id=\"problem\"><\/div>\n <\/div>\n <\/div>\n\n <section class=\"question\">\n <h3 id=\"qtext\">Question candidat<\/h3>\n <div class=\"answers\" id=\"answers\"><\/div>\n <div id=\"feedback\" class=\"feedback\"><\/div>\n <\/section>\n\n <section class=\"trainer\" id=\"trainer\">\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\u2705 R\u00e9ponse professionnelle attendue<\/h3>\n <div id=\"expected\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\ud83d\udeab Erreur \u00e0 \u00e9viter<\/h3>\n <div id=\"mistake\"><\/div>\n <\/div>\n <\/div>\n <div class=\"grid2\">\n <div class=\"box\">\n <h3>\ud83d\udcd8 R\u00e8gle professionnelle<\/h3>\n <div id=\"rule\"><\/div>\n <\/div>\n <div class=\"box\">\n <h3>\ud83e\udde0 D\u00e9brief formateur<\/h3>\n <div id=\"debrief\"><\/div>\n <\/div>\n <\/div>\n <\/section>\n\n <div class=\"actions\">\n <button id=\"prevBtn\">\u2190 Pr\u00e9c\u00e9dente<\/button>\n <button id=\"nextBtn\" class=\"btn-primary\">Suivante \u2192<\/button>\n <button id=\"resetBtn\">R\u00e9initialiser le QCM<\/button>\n <button id=\"printBtn\">\ud83d\udda8\ufe0f Imprimer \/ PDF<\/button>\n <\/div>\n <\/main>\n <\/div>\n<\/div>\n\n<script>\nconst jobs = [\n [\"Agent d'escale\",\"ESC\"],[\"Chef d'escale\",\"CES\"],[\"Superviseur vol\",\"SUP\"],[\"Duty Manager\",\"DUT\"],\n [\"Agent de r\u00e9servation\",\"RES\"],[\"Agent commercial\",\"COM\"],[\"Chef de cabine \/ PNC\",\"CAB\"],[\"Litiges bagages\",\"BAG\"],\n [\"Fret & Cargo\",\"FRT\"],[\"OCC \/ Dispatch\",\"OCC\"],[\"Directeur d'a\u00e9roport\",\"DIR\"],[\"Agent de voyages\",\"AGV\"],\n [\"Chef d'agence\",\"CAG\"],[\"H\u00f4tellerie\",\"HOT\"],[\"MICE & \u00c9v\u00e9nementiel\",\"MIC\"],[\"Finance\",\"FIN\"],\n [\"Marketing\",\"MKT\"],[\"Ressources humaines\",\"RH\"],[\"Management\",\"MAN\"],[\"Relation client\",\"RCL\"]\n];\nconst themes = [\"Accueil client\",\"S\u00e9curit\u00e9\",\"Retard de vol\",\"Bagages\",\"R\u00e9servation\",\"Vente\",\"Irr\u00e9gularit\u00e9s\",\"Documentation\",\n\"Coordination\",\"Leadership\",\"R\u00e9clamation\",\"Qualit\u00e9\",\"Urgence\",\"Communication\",\"Yield & revenus\",\"Cargo\",\"H\u00f4tellerie\",\"MICE\",\"\u00c9thique\",\"Digital\"];\nconst levels = [\"D\u00e9butant\",\"Interm\u00e9diaire\",\"Avanc\u00e9\",\"Expert\"];\n\nconst templates = [\n {\n context:\"Une situation op\u00e9rationnelle se pr\u00e9sente pendant une p\u00e9riode de forte activit\u00e9. Le professionnel doit agir rapidement tout en respectant les proc\u00e9dures, la s\u00e9curit\u00e9 et la qualit\u00e9 de service.\",\n dialogue:[\"Client : \u00ab J'ai besoin d'une solution imm\u00e9diatement. \u00bb\",\"Agent : \u00ab Je vais v\u00e9rifier votre dossier et vous proposer la meilleure option conforme aux r\u00e8gles. \u00bb\"],\n problem:\"Le client insiste pour obtenir une d\u00e9rogation qui n'est pas clairement autoris\u00e9e.\",\n objective:\"Savoir v\u00e9rifier avant de promettre, expliquer clairement et tracer la d\u00e9cision.\",\n q:\"Quelle est la meilleure premi\u00e8re action ?\",\n a:[\"Promettre une solution pour calmer le client\",\"V\u00e9rifier les r\u00e8gles et les donn\u00e9es du dossier avant de s'engager\",\"Refuser sans explication\",\"Transf\u00e9rer imm\u00e9diatement le client \u00e0 un autre service\"],\n correct:1,\n expected:\"V\u00e9rifier les informations, les r\u00e8gles applicables et le niveau d'habilitation avant toute promesse.\",\n mistake:\"Inventer une r\u00e8gle, promettre une d\u00e9rogation ou engager l'entreprise sans validation.\",\n rule:\"Une d\u00e9cision op\u00e9rationnelle doit \u00eatre fond\u00e9e sur des donn\u00e9es v\u00e9rifi\u00e9es, une proc\u00e9dure applicable et une habilitation claire.\",\n debrief:\"La qualit\u00e9 de service ne consiste pas \u00e0 dire oui \u00e0 tout. Elle consiste \u00e0 s\u00e9curiser le dossier, expliquer la r\u00e8gle et rechercher une solution r\u00e9aliste.\"\n },\n {\n context:\"Un dossier pr\u00e9sente une anomalie susceptible d'impacter le d\u00e9part, la satisfaction client ou la conformit\u00e9 op\u00e9rationnelle.\",\n dialogue:[\"Superviseur : \u00ab Quelle est l'anomalie exacte ? \u00bb\",\"Agent : \u00ab J'ai identifi\u00e9 l'\u00e9cart, je v\u00e9rifie maintenant son impact et les options disponibles. \u00bb\"],\n problem:\"L'\u00e9quipe h\u00e9site entre corriger imm\u00e9diatement ou attendre une instruction.\",\n objective:\"Hi\u00e9rarchiser l'urgence, s\u00e9curiser l'op\u00e9ration et escalader au bon niveau.\",\n q:\"Quelle conduite est la plus professionnelle ?\",\n a:[\"Ignorer l'\u00e9cart s'il semble mineur\",\"Documenter l'\u00e9cart, s\u00e9curiser l'op\u00e9ration puis escalader si n\u00e9cessaire\",\"Modifier les donn\u00e9es sans trace\",\"Attendre la fin du service\"],\n correct:1,\n expected:\"Identifier, tracer, s\u00e9curiser puis escalader selon le niveau de risque et d'habilitation.\",\n mistake:\"Masquer ou corriger une anomalie sans tra\u00e7abilit\u00e9.\",\n rule:\"Toute anomalie ayant un impact op\u00e9rationnel, financier, commercial ou s\u00e9curit\u00e9 doit \u00eatre trac\u00e9e.\",\n debrief:\"La tra\u00e7abilit\u00e9 prot\u00e8ge le client, l'agent et l'entreprise. Elle facilite aussi l'analyse apr\u00e8s \u00e9v\u00e9nement.\"\n },\n {\n context:\"Le professionnel doit g\u00e9rer une interaction difficile avec un client m\u00e9content tout en maintenant un haut niveau de qualit\u00e9 relationnelle.\",\n dialogue:[\"Client : \u00ab C'est inadmissible ! \u00bb\",\"Agent : \u00ab Je comprends votre m\u00e9contentement. Permettez-moi de reprendre les faits avec vous. \u00bb\"],\n problem:\"Le ton monte et plusieurs clients observent la sc\u00e8ne.\",\n objective:\"D\u00e9samorcer un conflit et ramener la discussion aux faits et aux solutions.\",\n q:\"Quelle r\u00e9ponse est la plus adapt\u00e9e ?\",\n a:[\"R\u00e9pondre sur le m\u00eame ton\",\"\u00c9couter, reformuler, v\u00e9rifier les faits et proposer une solution ou une escalade\",\"Quitter le poste\",\"Accuser un autre service\"],\n correct:1,\n expected:\"\u00c9couter sans interrompre, reformuler, v\u00e9rifier, agir ou escalader, puis informer le client.\",\n mistake:\"Entrer dans un rapport de force ou rejeter la faute sur un coll\u00e8gue devant le client.\",\n rule:\"\u00c9couter \u2192 Reformuler \u2192 V\u00e9rifier \u2192 Agir \u2192 Escalader \u2192 Informer \u2192 Tracer.\",\n debrief:\"Le professionnel traite simultan\u00e9ment l'\u00e9motion, les faits et la solution.\"\n }\n];\n\nfunction buildSituations(){\n const arr=[];\n for(let i=1;i<=1000;i++){\n const [job,code]=jobs[(i-1)%jobs.length];\n const theme=themes[Math.floor((i-1)\/jobs.length)%themes.length];\n const level=levels[Math.floor((i-1)\/250)%levels.length];\n const t=templates[(i-1)%templates.length];\n const n=String(i).padStart(4,\"0\");\n arr.push({\n id:`MZA-${code}-${n}`,job,theme,level,\n title:`${job} \u2014 ${theme} \u2014 Situation ${n}`,\n context:t.context+` Sc\u00e9nario #${i}, adapt\u00e9 au m\u00e9tier \u00ab ${job} \u00bb et au th\u00e8me \u00ab ${theme} \u00bb.`,\n characters:`Professionnel : ${job}<br>Interlocuteur : client \/ coll\u00e8gue \/ superviseur selon le sc\u00e9nario`,\n objective:t.objective,\n dialogue:t.dialogue.join(\"<br><br>\"),\n problem:t.problem,\n q:t.q,a:[...t.a],correct:t.correct,\n expected:t.expected,mistake:t.mistake,rule:t.rule,debrief:t.debrief\n });\n }\n return arr;\n}\nconst all=buildSituations();\nlet filtered=[...all], current=0, trainerMode=false;\n\nconst $=id=>document.getElementById(id);\nfunction fillFilters(){\n jobs.forEach(j=>$(\"jobFilter\").innerHTML+=`<option>${j[0]}<\/option>`);\n themes.forEach(t=>$(\"themeFilter\").innerHTML+=`<option>${t}<\/option>`);\n}\nfunction applyFilters(){\n const s=$(\"search\").value.trim().toLowerCase(), j=$(\"jobFilter\").value, l=$(\"levelFilter\").value, th=$(\"themeFilter\").value;\n filtered=all.filter(x=>(!j||x.job===j)&&(!l||x.level===l)&&(!th||x.theme===th)&&(!s||JSON.stringify(x).toLowerCase().includes(s)));\n current=0; renderList(); render();\n}\nfunction renderList(){\n $(\"filteredCount\").textContent=filtered.length;\n $(\"list\").innerHTML=filtered.slice(Math.max(0,current-30),Math.min(filtered.length,current+70)).map((x,idx)=>{\n const real=Math.max(0,current-30)+idx;\n return `<div class=\"item ${real===current?'active':''}\" onclick=\"go(${real})\"><b>${x.id}<\/b><br><small>${x.job} \u2022 ${x.theme} \u2022 ${x.level}<\/small><\/div>`\n }).join(\"\");\n}\nfunction render(){\n if(!filtered.length){\n $(\"title\").textContent=\"Aucune situation trouv\u00e9e\";\n $(\"context\").textContent=\"Modifiez les filtres ou la recherche.\";\n return;\n }\n const x=filtered[current];\n $(\"badges\").innerHTML=`<span class=\"badge gold\">${x.id}<\/span><span class=\"badge\">${x.job}<\/span><span class=\"badge\">${x.theme}<\/span><span class=\"badge\">${x.level}<\/span>`;\n [\"title\",\"context\",\"characters\",\"objective\",\"dialogue\",\"problem\",\"expected\",\"mistake\",\"rule\",\"debrief\"].forEach(k=>$(k).innerHTML=x[k]);\n $(\"qtext\").textContent=x.q;\n $(\"answers\").innerHTML=x.a.map((a,i)=>`<button class=\"answer\" onclick=\"answer(${i},this)\">${String.fromCharCode(65+i)}. ${a}<\/button>`).join(\"\");\n $(\"feedback\").className=\"feedback\"; $(\"feedback\").textContent=\"\";\n $(\"trainer\").classList.toggle(\"on\",trainerMode);\n $(\"positionText\").textContent=`Situation ${current+1} \/ ${filtered.length}`;\n $(\"prog\").style.width=((current+1)\/Math.max(1,filtered.length)*100)+\"%\";\n renderList();\n}\nfunction answer(i,btn){\n const x=filtered[current], buttons=[...document.querySelectorAll(\".answer\")];\n buttons.forEach((b,k)=>{b.disabled=true;if(k===x.correct)b.classList.add(\"correct\");});\n const ok=i===x.correct;\n if(!ok)btn.classList.add(\"wrong\");\n const f=$(\"feedback\"); f.className=\"feedback show \"+(ok?\"ok\":\"ko\");\n f.innerHTML=ok?\"\u2705 Bonne r\u00e9ponse. 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