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Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #372 - Use the polite repetition technique

When the customer is angry, it is sometimes difficult for us to calm them down. In these situations, the polite repetition technique proves effective and helps the customer redirect towards working on solving problems rather than focusing on negative emotions.

The technique involves calmly repeating what you just said and repeating it again until the customer understands. You must not raise your voice or defend yourself, as you must keep your tone level neutraland polite.

For example:

  • Customer: “Your service is horrible. I sent the form and I never heard back from you.”
  • You: “When did you send the form, Mr. Smith?”
  • Customer: “I have waited long enough, I have no patience left.”
  • You: “When did you send the form, Mr. Smith?”
  • Customer: “You would not last two minutes in the private sector with service like this”
  • You: “Mr. Smith, I need to know when you sent the form so that I can help you.”

Polite repetition can also be used when customers are not accepting your answer. They may believe that they may make you change your mind by continuing to insist or that they will get you to work around the rules for them. The polite repetition then lets the customer know that your answer is firm.

In the long run, the customer will understand and accept your answer.

  15 lectures
15 lectures

Tips & Co. #371 - Do not let your knowledge and skills become outdated

Regardless of your position, you are an expert in your field. You excel in what you do and have the knowledge and experience to do a good job.

In order to maintain this expertise, an expert must commit themselves to developing their knowledge, maintaining their skills over time and should look for ways to stay up to date rather instead of falling behind.

Most areas of expertise are constantly evolving. Once your initial training is complete, it is important to stay up to date on changes and developments in your profession and industry.

Do not let your knowledge and skills become outdated. Invest in yourself and keep improving yourself. Give yourself the means to develop your skills. Continuously update your knowledge. Sign up for training, read, and attend trade shows and conferences within your industry. Subscribe to specialized journals or join a professional organization ... Learn from others.

  29 lectures
29 lectures

Tips & Co. #370 - Understanding Creativity

 

If the idea of being creative at work makes you think of artistic talent, don't worry, you are not alone. To most people creativity is simply related to the Arts, where being creative is born of skill, technique and self-expression, that is Artistic creativity. But there is also a more technical type of creativity, where people create new theories, technologies or ideas, that is Business creativity.

Business creativity is about “Thinking differently” or “Thinking out of the box” - not relying on old assumptions and models. It is about finding fresh and innovative solutions to problems, and identifying opportunities to improve the way that we do things.

There are many techniques and tools available in order to drive Business creativity and trigger ideas that lead to imaginative solutions to problems. These techniques and tools provide structure and analysis and allow you to break out of rigid thinking… In a nutshell, they should allow you to:

  • Doubt everything and challenge your current perspective.
  • Probe the possible and explore options.
  • Diverge and generate many new ideas without filters.
  • Converge, evaluate and select ideas that will drive breakthrough results.
  • Re-evaluate regularly to avoid falling pray to a new status-quo.

Anyone can learn to be technically creative, and use these tools. They are designed to help you spot opportunities that you might otherwise miss. Anyone can be creative, as long as they learn to be comfortable with ambiguity, have the right mindset and use the right tools.

  49 lectures
49 lectures

Tips & Co. #369 - A speedy trick to boost your health at your desk

A study in Health Psychology found that people who sit up straighter feel stronger, more energized and positive, than their slouchy counterparts.

Before you start to sag on your chair, stretch – you don’t even have to stand up. Reach overhead, cross your right arm over your left arm and touch your palms.

Reach for the stars for 5 seconds. This helps to lengthen your spine and open up the ribcage. You’ll release the tension that makes it so easy to slump. Then sit back upright and maintain a good posture.

  71 lectures
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71 lectures

Tips & Co. #368 - Don't overcommunicate by email

One of the biggest sources of stress at work is the sheer volume of emails that people receive.

Before you begin writing an email, ask yourself: "Is this really the best channel?".

Identify the channels that are best for different types of messages. The telephone or IM (Instant Messaging) may be best to deal with questions that are likely to need some back-and-forth discussion.

Avoid sending emails that will likely create a long chain of replies, or which contain sensitive information. Email is not always as secure as you might want it to be, particularly as people may forward emails without thinking to delete the conversation history.

Avoid sharing sensitive or personal information in an email, and don't write about anything that you, or the recipient of your email, wouldn't like to be shared publicly.

Whenever possible, deliver bad news in person. This helps you to communicate with empathy, compassion, and understanding, and to make amends if your message has been taken the wrong way.

  66 lectures
66 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.

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