Savoir-Agir@Work

Tips & Co. (anglais)

Tips & Co. #522 - Learning to say “no”

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Learning to say “no” is one of the Golden Rules of time management. In 80% of all cases, you won’t need to say “no.” Offer a “conditional yes” instead...
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  203 lectures
203 lectures

Tips & Co. #521 - Email conversation... or not?

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E-Mail is a great tool, however, when you have sensitive or important matters to discuss, communicate orally instead of electronically. Hiding behind ...
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  269 lectures
269 lectures

Tips & Co. #520 - Who are your customers?

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Who are your customers? Your customers are people who buy, but they can also be those who simply benefit from your efforts. These customers may be pay...
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  223 lectures
223 lectures

Tips & Co. #519 - Celebrate your victories and reframe your defeats

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It’s the end of the year, good or bad, satisfying or disappointing, it’s time to take a look back over the past year. Being resilient means being able...
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  255 lectures
Mots-clés :
Failures and opportunities Resilient
255 lectures

Tips & Co. #518 - What to do in an intercultural challenge situation

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You are in a situation where exchanging with your interlocutor is an INTERCULTURAL CHALLENGE? Do this … • Define the facts, not your perception of the...
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  551 lectures
Mots-clés :
Intercultural Communication Chanllenge Communication
551 lectures

Tips & Co. #517 - Moving from values to principles

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Values are formulated in principles to frame and encourage ideal behaviour. Principles are rules derived from values. For example, honesty is a value ...
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  240 lectures
Mots-clés :
Principles Values
240 lectures

Tips & Co. #516 - Do you complain too much?

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Research links poor stress prediction and the inability to gauge your own potential coping resources to the tendency to complain. University of Alabam...
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  435 lectures
Mots-clés :
Stress management
435 lectures

Tips & Co. #515 - Always use positive language

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Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic. Say ...
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  231 lectures
Mots-clés :
Positive language
231 lectures

Tips & Co. #514 - Maximizing Productivity Through Improved Focus

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Have you noticed how easily children can become absorbed in what they’re doing? For most of us, however, it can be something of a challenge. But some ...
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  346 lectures
Mots-clés :
Avoid multitasking Manage your stress Concentration Focus
346 lectures

Tips & Co. #513 - If you choose confrontation in the face of incivility

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C.Porath, Associate Professor of Management at the University of Georgetown suggests: If you need to confront a colleague who has been incorrect, ask ...
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  237 lectures
Mots-clés :
security Confrontation
237 lectures

Tips & Co. #512 - The concept of self

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It’s the cognitive and descriptive part of yourself. It’s developing a self-image. Do you really know yourself? Have you ever taken the time to listen...
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  314 lectures
Mots-clés :
know yourself Perception
314 lectures

Tips & Co. #511 - When feedback works and when it doesn’t

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  Feedback is more likely to affect learning, growth and change in areas that pose less of a threat to the recipient’s self-esteem. Learning new ...
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  244 lectures
Mots-clés :
Personality New skills attitudes and habits
244 lectures

Tips & Co. #510 - It's Okay to Say You Don't Know (But Offer Alternatives)

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  If you were to give an outright "No" to a customer's question, that would diminish the value of your service. Of course, you won't always know ...
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  310 lectures
Mots-clés :
Alternative Solutions
310 lectures

Tips & Co. #509 - To get your creative juices flowing

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  When forming ideas, many of us fall back on physical habits – some of us pace, for example, while others sit still. But is one bodily state mor...
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  271 lectures
Mots-clés :
Walk Move Creativity
271 lectures

Tips & Co. #508 - Become an active ally

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  An ally is any person who supports, advocates, or defends another person or group of persons from under-represented or marginalized groups to r...
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  231 lectures
Mots-clés :
Be an ally Support
231 lectures

Tips & Co. #507 - Emotional awareness

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  Emotional awareness is an ability to recognize your own emotions and their effects. People who have this ability:  Know what emotions they...
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  333 lectures
Mots-clés :
emotions Interactions
333 lectures

Tips & Co. #506 - Small talk makes you anxious?

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Some people dread small talk. They worry that it will be boring, awkward, or that they’ll run out of things to say…But it doesn’t have to be painful. ...
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  244 lectures
Mots-clés :
authentic interested interesting
244 lectures

Tips & Co. #505 - Move From Reactive to Proactive Customer Service

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When problems arise – because they will - Don’t cover up service issues. When there are problems don’t choose to be discreet and hide it under the rug...
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  271 lectures
Mots-clés :
problems anticipate customer service
271 lectures

Tips & Co. #504 - Contrôle du désordre

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Is your desk filled with piles of papers? Is your desktop jammed with endless folders? Is your email inbox overflowing? All that clutter and chaos can...
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  362 lectures
Mots-clés :
chaos organisation
362 lectures

Tips & Co. #503 - Would I talk to my grandma like this?

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Whether it's via emails or chats, you must pay attention to your tone and how you respond. A good rule of thumb is to craft a written message and rere...
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  680 lectures
Mots-clés :
Grandma Customer Service
680 lectures

Tips & Co. #502 - Emotional tax at work

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The emotional tax is the accumulation of emotions from being on guard to protect oneself from prejudice, from feeling different at work, and the assoc...
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  408 lectures
Mots-clés :
psychologically safe Emotional tax
408 lectures

Tips & Co. #501 - The me-first ethic

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The me-first ethic that has become so dominant in economics and society today will likely make these disasters worse. For the human species to survive...
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  278 lectures
Mots-clés :
emotional intelligence ethic
278 lectures

Tips & Co. #500 - Want to be more persuasive?

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Offer rewards, not threats - We often go negative to incite others to act, warning to take something away or raising the specter of future problems if...
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  384 lectures
Mots-clés :
threats Choice rewards
384 lectures

Tips & Co. #499 - Value your customer's time

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Your customer has a busy life, just like you do. Keep that in mind, especially when you’re initiating contact with unhappy customers. Here’s an exampl...
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  279 lectures
Mots-clés :
Time Time is precious
279 lectures

Tips & Co. #498- Bad behaviours in the workplace

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Toxic behaviours are acts that poison the work atmosphere. They grow from selfishness and insensitivity and go from mockery to manipulation. Toxic beh...
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  278 lectures
Mots-clés :
emotional impact Toxic behaviours
278 lectures

Tips & Co. #497- Everyone has their prejudices

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An unconscious bias is a quick and often erroneous judgment based on limited facts and our own experiences. This judgment may give individuals and gro...
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  332 lectures
Mots-clés :
prejudices Quick Judgement
332 lectures

Tips & Co. #496- The secret to change

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The secret to change is to focus your energy on creating something new, not on fighting the old. Dan Millman Artist, writer, record man, sportsman
  648 lectures
Mots-clés :
Change energy
648 lectures

Tips & Co. #495- Saying NO

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Saying no should be a moment of empowerment, when you take responsibility for yourself and resist the pressure, or the urge, to satisfy someone else i...
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  295 lectures
Mots-clés :
politely refusing
295 lectures

Tips & Co. #494- Personalization Goes a long way!

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A personal touch is the best way to let your customers know that they are a priority. When you talk to a customer, remember their name, and use it thr...
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  287 lectures
Mots-clés :
Personalization
287 lectures

Tips & Co. #493- So Little Time

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Are all hours created equal? On our watches, yes, but not necessarily in our minds: Upcoming events may alter the way we think about and use the prece...
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  842 lectures
Mots-clés :
Time management and personal effectiveness Time Management
842 lectures
       
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Ville de Québec

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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