Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

Tips & Co. #464 - Transforming emotions

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One of the purposes of "customer service" is to change feelings. Not the facts, but the way your customer feels.The best measurement of customer suppo...
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  7 lectures
7 lectures

Tips & Co. #463 - What is more inefficient: too much or not enough motivation?

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A lack of motivation will obviously have a negative impact. It steals away the perseverance you need to complete a task.However, too much motivation i...
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  23 lectures
23 lectures

Tips & Co. #462 - The small subtle gestures

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Look people in the eye and remember their name. These subtle details act as token of respect towards other people and trigger the necessary elements t...
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  23 lectures
23 lectures

Tips & Co. #461 - We learn in the storm ...

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"Smooth seas do not make skillful sailors" - African Proverb
  31 lectures
31 lectures

Tips & Co. #460 - Flaming messages

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Avoid sending a delicate or emotional email on the spur of the moment. And don’t answer a flaming email on the spot either. Be more professional, be m...
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  47 lectures
47 lectures

Tips & Co. #459 - Customer service etiquette

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Following customer service etiquette allows us to gain trust from the clientele and increase the comfort level between the customers and the service r...
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  54 lectures
54 lectures

Tips & Co. #458 - Under-promise and over-achieve !

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One of the most efficient rules you can use is to set realistic and sustainable deadlines.In other words, you should overestimate the time you need to...
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  75 lectures
75 lectures

Tips & Co. #457 - Call waiting

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Sometimes, you will need to put a call on hold. Before doing so, make sure to explain to the customer the reason of this waiti and to ask his permissi...
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  40 lectures
40 lectures

Tips & Co. #456 - How to redirect and redefine an interruption

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The best way to deal with an interruption is by deflecting and redefining it.(1) Rephrase what the person said, using your own words: «We need to get ...
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  44 lectures
44 lectures

Tips & Co. #455 - Not always easy

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Giving and taking criticism is no easy task, but it is a valuable tool in raising and maintaining performance standards.If you adopt a passive, defeat...
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  73 lectures
73 lectures

Tips & Co. #454 - The sandwich technique

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When there’s bad news to be delivered, or improvement feedback to be told, know that you can soften the blow by starting with positive information.If ...
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  89 lectures
89 lectures

Tips & Co. #453 - When the client is wrong

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Sometimes you need to take a stand, but not as often as you think. An old saying says, "The world is divided into people who think they are right."Res...
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  75 lectures
75 lectures

Tips & Co. #452 - Procrastination

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A procrastinator is someone who tends to delay things and push them back another day. This kind of behaviour will increase your stress level, because ...
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  83 lectures
83 lectures

Tips & Co. #451 - Three versions of a story

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There are usually three versions of a story or of a contentious situation: yours, the others’, and reality.By readying yourself to see all sides of a ...
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  89 lectures
89 lectures

Tips & Co. #450 - Those people who aren't friendly

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Some people are just NOT friendly. Yes, they have friends, but they go through life alienating everyone else who isn’t. They are dismissive - they don...
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  87 lectures
87 lectures

Tips & Co. #449 - When the joke is tasteless or offensive

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Deal with tasteless or offensive humour by clearly stating that you are uncomfortable with what the person said. Be sure to speak neutrally, with a im...
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  77 lectures
77 lectures

Tips & Co. #448 - Stop and listen

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Most of us often face the same complaints or issues day after day – we therefore tend to stop listening and begin offering solutions.But the customer ...
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  89 lectures
89 lectures

Tips & Co. #447 - "Analysis paralysis"

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When comes the time to make a decision, many people delay or push back, just so they don’t have to decide. This syndrome has been called “analysis par...
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  96 lectures
96 lectures

Tips & Co. #446 - Conflict with a colleague ?

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Take this simple first step when you are working to resolve a conflict with a co-worker: Find something that you both can agree on, even if it is only...
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  101 lectures
101 lectures

Tips & Co. #445 - Do not waste time memorizing the map ...

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Nowadays, everything around us keeps on changing and it’s easier than ever to go off-road.The compass, on the other hand, is more important than ever....
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  100 lectures
100 lectures

Tips & Co. #444 - Emailing smileys

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Emails are not good at conveying moods, personalities and feelings. That is why smileys (or emoticons) were created: to specify one’s state of mind (h...
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  91 lectures
91 lectures

Tips & Co. #443 - Identify the problem

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You will not be able to fix problems if you do not know they exist.A study found that only 4% of unhappy customers complain. For every person who comp...
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  112 lectures
112 lectures

Tips & Co. #442 - 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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  120 lectures
120 lectures

Tips & Co. #441 - Reverse the situation

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When confronted with an aggressive client, a disrespectful colleague or a rude boss - don’t take it personally too quickly.Instead of thinki...
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  108 lectures
108 lectures

Tips & Co. #440 - How to make better decisions ?

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One of the oldest techniques – supposedly invented by the philosopher and monk Ignatius Loyola – goes like this: for three days pretend that you’ve al...
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  150 lectures
150 lectures

Tips & Co. #439 - Choosing your channel of communication

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E-Mail is a great tool. However, when you have sensitive or important matters to discuss, prioritize communicating orally instead of virtually.When hi...
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  160 lectures
160 lectures

Tips & Co. #438 - Change perspective

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Don’t take complaints personally; process them professionally!The client is not angry at you; you are rarely directly concerned. He is angry at a situ...
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  150 lectures
150 lectures

Tips & Co. #437 - In "problem solving" mode

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When you run into a problem, try to think of at least two possible solutions before you take that to your boss.Don’t cultivate a reputation for being ...
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  154 lectures
154 lectures

Tips & Co. #436 - The practice of patience

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Deliberately practice patience - with your customers, with your colleagues, with your bosses, with yourself.Dare yourself to hang in there for another...
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  154 lectures
154 lectures

Tips & Co. #435 - Embrace your envy

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.There are two distinct kinds of envy: malicious and benign.Malicious envy is bitter and biting, is driven by a need to make things equal, and stifles...
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  163 lectures
163 lectures

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Ville de Québec

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