Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

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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  26 lectures
Mots-clés :
26 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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  28 lectures
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28 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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  34 lectures
34 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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  52 lectures
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52 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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  36 lectures
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36 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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  43 lectures
43 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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  41 lectures
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41 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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  58 lectures
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58 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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  49 lectures
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49 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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  68 lectures
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68 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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  51 lectures
51 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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  67 lectures
67 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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  71 lectures
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71 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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  131 lectures
Mots-clés :
131 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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  73 lectures
73 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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  88 lectures
88 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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  119 lectures
Mots-clés :
119 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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  100 lectures
Mots-clés :
100 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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  91 lectures
91 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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  107 lectures
107 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
  240 lectures
Mots-clés :
240 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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  124 lectures
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124 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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  108 lectures
Mots-clés :
108 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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  278 lectures
278 lectures

Tips & Co. #492- Stereotypes or prejudices?

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Stereotypes and prejudices are often considered to be the same thing, but they influence our behaviour differently. Stereotype (Conscious bias)A false...
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  119 lectures
Mots-clés :
119 lectures

Tips & Co. #491- Work before passion

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“Offer me something I’m passionate about and I’ll show up with all of my energy, effort and care.” That’s a great way to hide. Because nothing is good...
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  123 lectures
Mots-clés :
123 lectures

Tips & Co. #490- Emails that are misinterpreted!

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You may have noticed that emails often involve misrepresentation, or misinterpretation? One of the reasons for this is that we don’t ensure understand...
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  131 lectures
Mots-clés :
131 lectures

Tips & Co. #489 - Fast Service May Not Always Be Ideal

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We keep hyping how much speed and fast replies matter in customer service. But...if that's your only focus, you're compromising on other customer serv...
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  136 lectures
136 lectures

Tips & Co. #488 - Do you need to change jobs - or do you just need a good night’s sleep?

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When we are tired, we are less well equipped to deal with life. Sleep deprivation can affect our ability to control and regulate our emotions, as well...
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  151 lectures
Mots-clés :
151 lectures

Tips & Co. #487 - There is an optimal balance between the number of positive and negative feedback you give

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John Gottman, the relationship researcher, observed that married couples had a healthier relationship when the balance between positive and negative a...
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  159 lectures
Mots-clés :
159 lectures

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« 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

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…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.

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