Savoir-Agir@Work

Tips & Co. (anglais)

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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  325 lectures
Mots-clés :
prejudices Quick Judgement
325 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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  313 lectures
Mots-clés :
work passion
313 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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  310 lectures
Mots-clés :
Quality and Excellence in Customer Service
310 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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  418 lectures
Mots-clés :
emotions Fatigue
418 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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  382 lectures
Mots-clés :
productivity Dim blues
382 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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  470 lectures
Mots-clés :
Multitasking
470 lectures

Tips & Co. #482 - Learn to recognize signs of conflict from a distance

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In remote work environments - where you are generally not regularly exposed to non-verbal communication signals from team members - it can be easy to ...
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  923 lectures
Mots-clés :
Conflicts Communication
923 lectures

Tips & Co. #481 - Creating discomfort …

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If you are looking to create positive change at work, it is likely that you will also create discomfort. Normally, when we want to suggest/impose/appl...
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  299 lectures
Mots-clés :
Discomfort Changes
299 lectures

Tips & Co. #480 - I hear you!

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Faces can provide vital clues about a person’s mood, but the most reliable way to ‘’read’’ someone may simply be to listen to them. Yale psychologist ...
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  442 lectures
Mots-clés :
Listening emotions Body Language
442 lectures

Tips & Co. #479 - How do you respond to a “Thank you”?

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When a customer thanks you for your service, avoid answering “No problem” … Even if your intention is good, some customers may be offended. They may w...
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  536 lectures
Mots-clés :
Thank you Communication
536 lectures

Tips & Co. #478 Do you often say “I don’t have time”?

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We all have the same amount of time available: 24 hours a day, 168 hours a week. Yet, some people succeed in achieving their goals and others still ru...
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  380 lectures
Mots-clés :
Efficient Time management
380 lectures

Tips & Co. #477 - Taming the feeling of proximity

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Psychological distance is the perception of how close an individual is to another person, group, or organization. This is a perception that can only b...
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  360 lectures
Mots-clés :
Engagement Distance
360 lectures

Tips & Co. #476 - Never stop learning…

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Studies show that lifelong learning benefits us beyond the skills we acquire. The act of learning is just as important as what you learn. Believing th...
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  297 lectures
Mots-clés :
Learning
297 lectures

Tips & Co.#475 - Contextualizing remote communication

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When you communicate remotely, you never know exactly what the other person is doing at that moment. A person can answer your question with a simple “...
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  343 lectures
Mots-clés :
Effective communication Remote work
343 lectures

Tips & Co.#474 - The customer is not always right …

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Obviously, you can prove your point, and even have the last word. Maybe you’re even in the right. However, right or wrong, your efforts will be in vai...
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  1091 lectures
Mots-clés :
Customer Service
1091 lectures

Tips & Co. #473 - Perception and impression

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Anybody (even outside your professional life) who gets to interact with you has an opinion of you (whether they actually have experienced you or not) ...
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  571 lectures
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Ville de Québec

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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