Le blogue de Solutions & Co.

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Newsletters - Professionalism – Knowing How to Act


WHAT IS PROFESSIONALISM?

 

The ability and commitment to adopt the right behaviour in the workplace – to behave in a way that reflects favourably on the profession. Professionalism encompasses a series of attitudes, skills, behavioural and moral norms, attributes and values that are expected from a specialized individual in a defined sector or practicing a profession or trade.

 

WHY IS PROFESSIONALISM IMPORTANT?

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NOV
23

Newsletters - Services Standards - Levers of customer service quality

Newsletters - Services Standards - Levers of customer service quality
Why are service standards important?

Service standards represent an important element for customer service excellence, as well as good yield management. They clarify customer and employee expectations, facilitate results-driven management, and promote customer satisfaction. A standard is an “evaluation base” and a “defined excellence degree” wanted by the organization and by customers. A service standard is a reasonable and measurable expectation from the customer, and an honest commitment taken by the service provider, to attain or surpass expectations.

Service standards have two main goals:

Establish yield objectives for employees (ex. answer the phone before the third ring)Inform customer about what they have the right to expect (ex. wait time under 10 minutes).

When clearly stated, service standards equip the personnel with the right tools to bring customer satisfaction and facilitate engagement.

Service standards for external and internal customers

The principles used to establish service standards directed towards external customers could apply for internal customers as well. Internal customers are those served directly by what we do – employees, departments, teams who receive services directly from colleagues from other divisions in order to, in turn, serve their own customers.

Simply put, an internal customer is any individual who depends on you or count on you to complete a task or function, or to provide information in order for them to do their job.

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16

Achieving objectives - Going beyond New Year's resolutions!

Achieving objectives - Going beyond New Year's resolutions!

The New Year is when many of us step back, take a good look at our lives and careers, and resolve to change things for the better.  We make a list of wishes and pledge that this year will be different than the previous. "This year I’ll… improve my work-life balance, take on more responsibilities, get a raise, be more organized, acquire a new skill…”. But then "Fail Friday" (the third Friday of the month, when our willpower is most likely to fade) comes along and we already start re-framing those resolutions... they become casual promises. By March they turn into wishful thinking, April sets in and you are simply daydreaming …and this year starts looking a lot like last year. And you are not the only one - Research shows that only 8% of people achieve their objectives (Source: University of Scranton (2014) "New Year Resolution Statistics" Journal of Clinical Psychology).

Objective setting is a concept filled with potential. Top-level athletes, successful business-people and achievers in all fields all set objectives. Objective setting not only allows you to take control of your life's direction; it also provides you a benchmark for determining whether you are actually succeeding. It’s not just a wish list; it’s a process that allows you to create recipes for success!

Objective setting starts with careful consideration of what you want to accomplish, and ends with investing your energies to actually achieving it. In between, there are well defined steps that will allow you to formulate objectives that you can accomplish.

An objective is not the work performed, but the results expected once the work is done. If you are serious about achieving your objectives, get the tools you need to make this the year your ambitions go beyond mere possibilities and turn into tangible results. The following guidelines will help you set effective objectives:

Set objectives in writing -  Did you know that less than 3 percent of people have written objectives, and of those who do less than 1 percent review and rewrite their objectives on a regular basis? Unless an objective is written, it is merely an aspiration. Once you commit it to writing, you set something in motion. You clarify what you want and begin focusing on how to attain it. The physical act of writing down an objective makes it real and tangible. This crystallizes it and gives it more force.

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NOV
24

Being self-confident and trusting yourself

Being self-confident and trusting yourself

Self-confidence is the ability to believe, realistically and constantly, that we possess the necessary resources to face any situation with ease. It’s being confident towards our goals and believing in our own means.

Being self-confident is an essential ability for realizing our full potential and professional progress. Be it their serenity, their confidence, their charisma, their ability to face new experiences or to stay in control when the going gets tough, confident individuals possess traits which others admire.

Confidence is fundamental in opening ourselves to others, building a common project. It’s what enables us to go forward and to make connections. Without confidence, it’s difficult to consider collaborative working relationships, teamwork and group cohesion. People are attracted toward individuals who take initiative, who speak clearly, who keep their head high. They’re attracted to people who answer questions with conviction, assume their responsibilities and readily admit when they do not have the answer. When we demonstrate such aptitude, the ability to influence and inspire soars. Individuals who trust themselves inspire trust in others – their audience, peers, bosses, clients, and friends. Earning others’ trust and being self-confident in interpersonal relationships are how a confident person finds success… and the virtuous cycle continues.

Unfortunately, the opposite becomes a vicious cycle. People who lack confidence succeed with difficulty. After all, people will hesitate to get involved, to support a project or encourage an idea from someone who is nervous and unsure. But what should one do if they’re not naturally confident, or if you have left your insecurities take control? Don’t worry – self-assurance can be learned and built. Results and benefits gained will be well worth the efforts.

Self-confidence is of vital importance for your success. Without it, you’ll have difficulty in blossoming professionally. While some people are born with an abundance of self-confidence, it is not a genetic predisposition and is perfectly possible to develop.

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09

Trucs & Astuces - Renversez la situation

Adaptability

It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change. 

Charles Darwin

Adaptability is the ability to manage and adjust one’s own behaviours in order to efficiently work with new information, a new situation and / or a different context. It is knowing how to be flexible and have the agility to adapt to circumstances, situations, requirements and priorities that change and evolve. It’s understanding the scope and relevance of change, and applying appropriate strategies and solutions.

Adaptability is the ability to modify a thought, an attitude, a behaviour, or a work method, based on people and change, in order to better adapt oneself to present and future environments – the ability to manage objectives, tasks and multiple data while adhering to time, resource and system constraints. 

The dictionary defines adaptability as « the ability to adapt to new locations and new situations ». If it’s an ability, it means that it can be taught and learned. Adaptability goes beyond being a skill that we wish to acquire. According to the Harvard School of Business, « the ability of adaptation is the new competitive advantage for individuals and for their organizations » and, according to the Flux Report by Right Management, 91% of human resource managers think that, before 2018, people will be recruited based on their ability to face change and uncertainty. 

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Ville de Québec

Témoignages des participants

…et nos clients aussi!

« C’est avec un grand professionnalisme que l’entreprise a offert une formation attrayante et de qualité à nos employés. Nous sommes particulièrement satisfaits des résultats obtenus grâce à cette intervention et il nous fera plaisir de retravailler avec Solutions & Co. dans l’avenir. »

Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

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