Savoir-Agir@Work

Tips & Co. (anglais)

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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  572 lectures
572 lectures

TIps & Co. #472 - Earning trust

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Your experience, your knowledge, and even your expertise, are insufficient to get the credibility you seek to influence others - they need to trust yo...
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  455 lectures
455 lectures

Tips & Co. #471 - Mistakes

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Everyone makes mistakes.What's important is how you respond to them and what you learn from them.US President Ronald Reagan said: "What should happen ...
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  424 lectures
424 lectures

Tips & Co. #470 - The stunning truth about phobias

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The 10 Most Frequent PhobiasSOCIAL PHOBIA – Fear of interacting with peopleAGORAPHOBIA – Fear of crowdsEMETOPHOBIA – Fear of vomitingEREUTHOPHOBIA – F...
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  492 lectures
492 lectures

Tips & Co. #469 - What about the easy clients ?

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We all have difficult customers and we usually invest our best efforts (time, patience, energy, emotions, etc.) in them. And the easy, friendly, ...
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  484 lectures
484 lectures

Tips & Co. #468 - Defining the important

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"It is not until you have a burning yes inside of you about what is truly important that you can pleasantly, smilingly, cheerfully, say no to all of t...
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  652 lectures
652 lectures

Tips & Co. #467 - "Nonversation"

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"Nonversation’’ is … when instead of giving your interlocutor your full attention, you pretend to listen while doing something else.When you do this, ...
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  477 lectures
477 lectures

Tips & Co. #466 - The importance of being persistent

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When you are good at what you do – persist!Many really good hardworking people don't get lucky on their first shot at success/promotion/recognition, o...
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  483 lectures
483 lectures

Tips & Co. #465 - Effective communication

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Communication is truly effective only when the receiver understands the sender’s message.The key factor in a communication is the receiver: what we co...
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  498 lectures
498 lectures

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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  619 lectures
619 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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  583 lectures
583 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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  544 lectures
544 lectures

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

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"Smooth seas do not make skillful sailors" - African Proverb
  700 lectures
700 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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  667 lectures
667 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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  536 lectures
536 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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  529 lectures
529 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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  547 lectures
547 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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  565 lectures
565 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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  561 lectures
561 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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  681 lectures
681 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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  555 lectures
555 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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  540 lectures
540 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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  677 lectures
677 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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  629 lectures
629 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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  576 lectures
576 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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  608 lectures
608 lectures
       
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