Savoir-Agir@Work

Tips & Co. (anglais)

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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  298 lectures
Mots-clés :
know yourself Perception
298 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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  237 lectures
Mots-clés :
Personality New skills attitudes and habits
237 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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  302 lectures
Mots-clés :
Alternative Solutions
302 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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  265 lectures
Mots-clés :
Walk Move Creativity
265 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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  226 lectures
Mots-clés :
Be an ally Support
226 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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  326 lectures
Mots-clés :
emotions Interactions
326 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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  236 lectures
Mots-clés :
authentic interested interesting
236 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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  264 lectures
Mots-clés :
problems anticipate customer service
264 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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  357 lectures
Mots-clés :
chaos organisation
357 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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  672 lectures
Mots-clés :
Grandma Customer Service
672 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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  404 lectures
Mots-clés :
psychologically safe Emotional tax
404 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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  270 lectures
Mots-clés :
emotional intelligence ethic
270 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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  380 lectures
Mots-clés :
threats Choice rewards
380 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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  272 lectures
Mots-clés :
Time Time is precious
272 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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  275 lectures
Mots-clés :
emotional impact Toxic behaviours
275 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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  324 lectures
Mots-clés :
prejudices Quick Judgement
324 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
  641 lectures
Mots-clés :
Change energy
641 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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  289 lectures
Mots-clés :
politely refusing
289 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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  281 lectures
Mots-clés :
Personalization
281 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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  837 lectures
Mots-clés :
Time management and personal effectiveness Time Management
837 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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  371 lectures
Mots-clés :
prejudices Stéréotypes
371 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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  312 lectures
Mots-clés :
work passion
312 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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  308 lectures
Mots-clés :
misinterpretation emails
308 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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  309 lectures
Mots-clés :
Quality and Excellence in Customer Service
309 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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  417 lectures
Mots-clés :
emotions Fatigue
417 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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  334 lectures
Mots-clés :
Positivity
334 lectures

Tips & Co. #486 - The winter blues

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As the days grow darker and colder, many of us experience the winter blues, triggered by scant sunlight. The lack of light seems to shift our circadia...
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  381 lectures
Mots-clés :
productivity Dim blues
381 lectures

Tips & Co. #485 - When communicating - Make sure you are understood.

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According to George Bernard Shaw, the main problem in communication is the illusion that it took place. Very often, when it comes to communication, an...
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  873 lectures
Mots-clés :
compréhension Communication
873 lectures

Tips & Co. #484 - Automation and customer service

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Automation and artificial intelligence are hot topics in all industries, and customer service is no exception. But when customers hear “customer servi...
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  939 lectures
Mots-clés :
automatisation Service à la clientèle
939 lectures

Tips & Co. #483 - Why you should stop multitasking…

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Multitasking at work can lower a person’s IQ by ten points, which is equivalent to losing a night’s sleep and twice the effect of smoking marijuana. B...
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  469 lectures
Mots-clés :
Multitasking
469 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

Témoignages des participants

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

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