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Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #379 - Do not accept change!

Faced with change, people have different reactions. When change is perceived positively, it is welcomed. When change is perceived negatively, it is resisted.

Resistance is normal and inevitable because we are all set in our ways. When a person undergoes change and has no alternative but to respond to it, the person gradually strives to accept it.

Acceptance is full of pitfalls and we must be wary of acceptance because there is a risk of becoming submissive or resigned. Resignation and submission can take different forms: illness, burnout, lack of motivation, depression, quitting... They are the result of avoidance, of being overwhelmed and of powerlessness. We take refuge by becoming passive while lacking positive energy and we stagnate.

To accept change in a healthy way, one must be in a “solution-oriented” state of mind. One must assess the change, find meaning in what happens to us, make the decision to accept it, get involved, and seize the change by using our energy until we take ownership.

Ownership is a true source of progress, where we channel our strength to change things. When we take ownership of change, we feel pride, hope, and satisfaction and we use our skills voluntarily to create new habits as well as new routines.

Do not accept change - take ownership of it!

  19 lectures
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19 lectures

Tips & Co. #378 - Formal vs. Informal

In the French language, using “vous” is a sign of politeness and respect. In general, we use this formal “code” (called Vouvoiement )on people we do not know, those we meet for the first time, people older than ourselves, customers ...

Phrases that use the formal “vous” are more cordial:

  • How may I help you…
  • I would suggest…
  • If I may…
  • I would recommend…
  • I thank you…
  • Have a nice day…

Using “vous” differentiates between our official and personal relationships. Think of it as respectful distance and a demonstration of your professionalism.

When we use “vous” with someone, we are indicating that we know the basics of respect and politeness.

Using the informal “tu” indicates closeness, more familiarity or intimacy and less formality in communication and topics of conversation. In general, young people, friends, and colleagues spontaneously use this informal “code” (called Tutoiment) amongst themselves, just like members of the same family.

If misused, “tu” can be interpreted as misplaced familiarity. When in doubt, use “vous”. The person you are talking to will ask you to use “tu” if they are not comfortable with the more formal language.

The golden rule is reciprocity, if the interlocutor uses informal language, then we adapt, and vice versa.

A compromise would be to keep the formal language, but accompany it with the name of the person to whom you are speaking.

If your habits, your education, or your culture make you hesitate to use informal language, formulate sentences that use neither formal nor informal language:

  • Can I help…
  • I suggest…
  • Let’s look at this together…
  • Thank you very much…
  • I have a question, how…?
  • Hello, how is it going?
  • Thank you and goodbye…

They are just as polite and respectful and you won’t feel awkward!

  28 lectures
28 lectures

Tips & Co. #377 - Saying ‘NO’ to the customer

No customer likes to be told “no”. However, like it or not, the circumstances sometimes force us to say “no”. But, this does not have to become a negative situation.

Here are some ways to respond to the challenge:

Tell the customer what you can do.
“I can issue a credit for the value of the merchandise and you can use it at your convenience.”

With tact, explain why you cannot honour the customer's request.
“When a product works as expected, without defects, we cannot take responsibility and, as a result, we cannot offer financial compensation.”

Suggest an alternative.
“I need to get approval from my manager before I can _________________. In the meantime, I can ___________________. Does this work for you?”

Focus on the positive.
“Thank you for contacting me regarding this problem” or “The information you have given me will help us make improvements.”

Remember that you are saying “no” to the request, not to the person.

  44 lectures
44 lectures

Tips & Co. # 376 - Courtesy and Respect in the Workplace

Do good manners matter at work? Should you really be expected to be polite all the time, or can you bend the rules in the name of efficiency and productiveness? The answers are Yes, Yes and No!

Most people don’t intend to be rude or discourteous. In an attempt to be efficient and productive we sometimes forget to consider the impact of our behaviours on our colleagues. Courtesy and respect towards others should be standard behavior in the workplace, regardless of role, rank, stress or circumstances.

Demonstrating workplace courtesies is not about just being nice, it’s about the effect you have on the world around you. Being unaware or uncaring of your behaviour will eventually create a toxic and hostile environment where no one is happy. There's no excuse for discourtesy in the workplace. Ralph Waldo Emerson said, “Life is short, but there is always time enough for courtesy.” Take the time. Be mindful of it. The results—a pleasant outcome for everyone.

  51 lectures
51 lectures

Tips & Co. #375 - A different way to generate creative ideas when Brainstorming

Many of us have taken part in traditional "Brainstorming" sessions. These are commonly used to generate ideas, and to come up with a creative solution to problems. But you can push your brainstorming sessions a little further by trying this approach:

Reverse Brainstorming

Reverse brainstorming can be used to provide a different perspective on a particular problem. This method helps you to solve problems by combining brainstorming and reversal techniques. By combining these, you can extend your use of brainstorming to draw out even more creative ideas.

To use this technique, you start with one of two "reverse" questions: 

  • Instead of asking, "How do I solve or prevent this problem?" ask, "How could I possibly cause the problem?
  • And instead of asking "How do I achieve these results?" ask, "How could I possibly achieve the opposite effect?"

Reverse brainstorming tries to solve the problem in a reversed way to the flow we already now. The method can influence the human mind to create better ideas and solutions.

  54 lectures
54 lectures

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