Savoir-Agir@Work

Conflict Management

Tips & Co. #267 - Why Swap 'but' for 'and'

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According to Professor Bernard Roth at Stanford, swapping one word for another could make all the difference in how you approach your goals. When you ...
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  1579 lectures
Mots-clés :
Conflict Management
1579 lectures

Tips & Co. #240 - Avoid Challenging Complaints

Tips & Co. #240 - Avoid Challenging Complaints
It’s easy and natural to want to tell a customer they are wrong in what they are saying. However, this won’t help you in your efforts to diffuse a cus...
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  2046 lectures
Mots-clés :
Customer Service Conflict Management Communications
2046 lectures

Tips & Co. #238 - Use calming and focusing techniques

Tips & Co. #238 - Use calming and focusing techniques
If customers get angry or start yelling, employ calming techniques to defuse the situation. Keeping your tone of voice even can compel someone who's s...
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  2011 lectures
Mots-clés :
Customer Service Communications Stress management Conflict Management
2011 lectures

Tips & Co. #222 - Know how to handle customer complaints

Tips & Co. #222 - Know how to handle customer complaints
Customers who complain are actually giving you another opportunity to prove them that you really offer quality service despite a shortfall. Be prepare...
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  1939 lectures
Mots-clés :
Professionalism Conflict Management Communication Customer Service
1939 lectures

Tips & Co. #216 - Negativity

Tips & Co. #216 - Negativity
A single person with a poor attitude – someone who is chronically negative – can destroy the morale of an entire team if left unchecked. If that perso...
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  2139 lectures
Mots-clés :
Conflict Management Team Work Change
2139 lectures

Tips & Co. #214 - Accepting feedback

Tips & Co. #214 - Accepting feedback
One way to deal with criticism and complaints is to not insist on proving your clients that you are right and they are wrong. It's tempting to challen...
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  1881 lectures
Mots-clés :
Communication Customer Service Conflict Management
1881 lectures

Tips & Co. #211 - Blaming is useless

Tips & Co. #211 - Blaming is useless
Blaming is often a natural response when things go wrong. The biggest disappointment is that it doesn’t work. Nothing is as professional as the abilit...
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  2230 lectures
Mots-clés :
Professionalism Conflict Management
2230 lectures

Tips & Co. #205 - It’s not always about the win

Tips & Co. #205 - It’s not always about the win
We often get locked into arguments that hook our ego into trying to triumph over the other person (client, colleague, superior ...).  It is not a...
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  2248 lectures
Mots-clés :
Professionalism Team Work Conflict Management
2248 lectures

Tips & Co. #197 - Ungrateful customers

One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
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  2278 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2278 lectures

Tips & Co. #192 - Dealing with a hysterical customer

The hysterical customer is usually someone who feels that there is no one on "his side", he has reached the end of his rope, and you have been unfortu...
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  2068 lectures
Mots-clés :
Conflict Management Communication Customer Service
2068 lectures

Tips & Co. #181- Dusting yourself off

We all know the proverb: "Fool me once, shame on you; fool me twice, shame on me."  But is it really better to be safe than sorry? We often try t...
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  2247 lectures
Mots-clés :
Conflict Management
2247 lectures

Tips & Co. #179 - The advantage of kindness

Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a dif...
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  2194 lectures
Mots-clés :
Stress management Conflict Management Customer Service
2194 lectures

Tips & Co. #174 - Failure is an opportunity

Failure is uncomfortable. Each time we encounter failure, we learn about ourselves and what we have to overcome. Failure doesn’t mean that you failed ...
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  2305 lectures
Mots-clés :
Conflict Management
2305 lectures

Tips & Co. #111 - Problem vs. Solution

A customer is angry due to a problem. Self-assurance allows you to avoid taking this anger personally. Keep in mind: You are not part of the problem, ...
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  3115 lectures
Mots-clés :
Professionalism Conflict Management Customer Service Communication
3115 lectures

Les participants le disent…


« Vraiment une formation extraordinaire, et habituellement, je suis très critique! Tout le personnel devrait suivre cette formation, il y aurait un gain d’efficacité! »

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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