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Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #359 - Learn to adapt

Given that their kind has been roaming the oceans for over 200 million years, you might say six-gilled sharks are the senior citizens of the marine world. One of the reasons they’ve been around so long: Though they typically stay in deep water, they’ll periodically head to shallower waters to locate food and mate.

In other words, they’re willing to move beyond their comfort zone to find what they need to thrive. We should be as bold.

Christopher Lowe, PhD, Director of the California State University Long Beach Shark Lab

  26 lectures
26 lectures

Tips & Co. #358 - Not being unhappy does not mean that you are happy!

According to Barbara Fredrickson, one of the pioneers of positive psychology and author of Love 2.0: “Positive emotions open the mind and broaden the range of both thoughts and actions. They result in accommodating, welcoming, creative and receptive behaviours.”

Positive emotions such as joy, happiness, gratitude, wonder, enthusiasm, inspiration and love are the sources of deep satisfaction.

In contrast to depression, sadness or disappointment, which usually become part of a vicious cycle, positive emotions lead to a positive cycle as they help us welcome new ideas and experiences and influence how we deal with adversity.

Careful... This does not mean that emotions are simply reduced to a system of neutrality. Positive emotions are not achieved simply through the absence of negative emotions.

As such, removing negative emotions is not sufficient and we must actively develop positive emotions in order to expand our intellectual and emotional universe.

  28 lectures
28 lectures

Tips & Co. #357 - Reflecting

Reflecting involves respectfully repeating, using your own words, the essence of the person's message with an emphasis on the emotions that are attached to the situation.

Reflecting uses a statement through which you emphasize the feelings you sense from the person, especially if they are complaining, unhappy, frustrated, angry, etc.

In our culture, it is common to fear or run away from strong emotions, especially in the workplace. When we are faced with an upset customer, our first instinct might be to ignore their feelings, hoping that the feelings or the actual customer will go away on their own. Unfortunately, ignoring the discomfort of the customer could make the customer angry instead.

Often, all the person wants to do is vent (i.e., speak without being interrupted, and say how upset they are) for a few minutes and to get their feelings across. Listening calmly and respectfully will allow the customer to express their feelings. The simple act of taking on the customer's frustration through rephrasing will often de-escalate their emotions and will calm the person very effectively.

Rephrasing is similar to paraphrasing (which we discussed in our Tips & Co. from April 30th), since they both involve repeating part of the message that we received from the customer. In this case, however, what is repeated is the feeling or emotion expressed by the person, not the actual content of what has been said.

Obviously, the tone of your voice and your posture must also correspond with the feeling of understanding that you want to convey to the customer through your reflection.

Reflecting is like a mirror, which sends the emotions back to the speaker.

  35 lectures
35 lectures

Tips & Co. #356 - Admit mistakes and apologize

When your organization makes a mistake, it is only fair to make a sincere and clear apology on its behalf. This does not necessarily mean that a person has to admit fault; they can express regret for what happened. Regardless of who is to blame, you must sincerely and clearly apologize once to the customer. Apologies should never be partial or conditional.

Never blame anyone, become defensive, or pretend, for example, that staff shortages or budget cuts are to blame. The person is there to solve the problem, not to hear about yours.

When presented with an apology, the customer feels heard and understood. This can lessen their anger, which allows you to start regaining their trust.

The best thing to do is to say something along the lines of: “I am sorry about what happened and I understand what a nuisance this is. Here is what I am going to do to make this right.”

Suggestions:

  • “Please accept my apologies for any inconvenience this may have caused you.”
  • “I am sorry for the misunderstanding.”
  • “This is an unfortunate situation and I would like to apologize.”
  43 lectures
43 lectures

Tips & Co. #355 - Fix your broken windows

 

There’s a concept in law enforcement known as the broken windows theory, which says that we take cues from our environment – so if a neighborhood shows evidence of minor lawbreaking, like graffiti or vandalism, and these things go unchecked, people in that neighborhood become more likely to break bigger laws. But if you address these minor infractions, people start behaving better.

That concept applies to your work as well. There are small indicators of disorder that unleash in us a feeling that things are out of control. Even if the trigger is just a stack of unfinished projects on our desk, that feeling triggers bigger feelings – namely guilt, defeat or a sense of ineffectiveness.

Maybe your broken window is a cluttered desk, an inbox full of unanswered email, or a pile of unfiled documents. Whatever it is, it undermines your goals because it gives you a sense of chaos.

The act of fixing broken windows, however, is liberating. The task takes a symbolic weight. It doesn’t just feel like you’re sorting the emails you’ve been meaning to sort – it feels like you’re taking the first step toward doing everything you’ve been meaning to do.

The things we neglect – or decide not to do – influence our outlook and its outcome. So, find your broken window, and go fix it!

  51 lectures
51 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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