Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

Tips & Co. #253 - It Only Takes One Person


Sometimes we lose sight of how much of a difference one person can make when it comes to customer service – in good ways and in bad. You can be that s...
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  1620 lectures
Mots-clés :
1620 lectures

Tips & Co. #252 - The harder I work, the luckier I get


"I'm a great believer in luck, and I find the harder I work the more I have of it." Thomas Jefferson               ...
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  1384 lectures
1384 lectures

Tips & Co. #251- Our bubble


Behavioral scientists have found that about two to four feet (0.6 to 2 metres) is the accepted amount of personal space most North Americans need to f...
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  2391 lectures
Mots-clés :
2391 lectures

Tips & Co. #250 - Going with the flow of your ultradian rhythms


Ultradian rhythms are the cycles of activity and rest that alternate during the day. Many of the functions of your body and brain are set for performa...
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  1527 lectures
1527 lectures

Tips & Co. #249 - Change the vibe


  The initial moments of an interaction can set the tone for the rest of the encounter. Make sure that you create a positive, professional and tr...
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  2316 lectures
Mots-clés :
2316 lectures

Tips & Co. #248 - Before starting a rumour at work


An acquaintance of the great philosopher Socrates came one day to tell him what he had just heard about a friend. Before allowing him to tell his stor...
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  1504 lectures
1504 lectures

Tips & Co. #247 - Being a great team member


Do you want to be an active, effective team member and earn respect from your coworkers and your bosses?  Here are two things you have to do: 1. ...
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  2269 lectures
Mots-clés :
2269 lectures

Tips & Co. #246 - It’s a non-issue - if you’re ready!

Tips & Co. #246 - It’s a non-issue - if you’re ready!
In Quebec, we have BIG winters! We get ready for the snow and cold. We take out our coats, our scarves, our mittens and our boots. We also take out ou...
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  1666 lectures
1666 lectures

Tips & Co. #245- Work Ethics

Tips & Co. #245- Work Ethics
Statements such as "I just work here”, "It’s not my responsibility" or "I’m just following orders" are the worst kind of ethical excuses since work et...
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  2436 lectures
2436 lectures

Tips & Co. #244 - Patience - a customer service skill that matters

Tips & Co. #244 - Patience - a customer service skill that matters
Patience is not only a virtue; it is a necessary skill in order to deliver excellent service. If you deal with customers on a daily basis, be sure to ...
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  1987 lectures
Mots-clés :
1987 lectures

Tips & Co. #243 - Balance in your life

Tips & Co. #243 - Balance in your life
“Imagine life as a game in which you are juggling some five balls in the air. You name them — work, family, health, friends and spirit and you’re keep...
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  1931 lectures
1931 lectures

Tips & Co. #242 - Influence vs Manipulation

Tips & Co. #242 - Influence vs Manipulation
When we want to influence, we absolutely should not be using strategies to deceive others because, in the long run, it hurts our reputation. We must p...
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  2110 lectures
2110 lectures

Tips & Co. #241 - The Feedback Objective

Tips & Co. #241 - The Feedback Objective
Feedback shouldn’t be a judgement on personality. It should be an objective message on behavior and its consequences – be it on a job well done or a s...
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  2413 lectures
2413 lectures

Tips & Co. #240 - Avoid Challenging Complaints

Tips & Co. #240 - Avoid Challenging Complaints
It’s easy and natural to want to tell a customer they are wrong in what they are saying. However, this won’t help you in your efforts to diffuse a cus...
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  2027 lectures
2027 lectures

Tips & Co. #239 - 2 steps when feeling overwhelmed

Tips & Co. #239 - 2 steps when feeling overwhelmed
When feeling overwhelmed, it’s tempting to respond by working harder. But humans are "cyclical" so working more doesn’t just make you miserable, it ma...
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  2164 lectures
2164 lectures

Tips & Co. #238 - Use calming and focusing techniques

Tips & Co. #238 - Use calming and focusing techniques
If customers get angry or start yelling, employ calming techniques to defuse the situation. Keeping your tone of voice even can compel someone who's s...
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  1996 lectures
1996 lectures

Tips & Co. #237 - Coping with the fear of public speaking

Tips & Co. #237 - Coping with the fear of public speaking
If speaking in public causes you anxiety and concern, make an effort to stop thinking about yourself, your nervousness, and your fear. Instead, focus ...
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  1776 lectures
1776 lectures

Tips & Co. #236 - When the customer is wrong

Tips & Co. #236 - When the customer is wrong
It's just about impossible to convince a customer that he's wrong. To argue until the customer says, "I was wrong and I will change my mind." It is mo...
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  1944 lectures
Mots-clés :
1944 lectures

Tips & Co. #235 - Short-term gain, long-term pain

Tips & Co. #235 - Short-term gain, long-term pain
When decisions aren’t made, procrastination kicks in, nothing gets done and time is wasted. Avoidance uses up more time than actually making the decis...
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  2221 lectures
2221 lectures

Tips & Co. #234 - Diversity in the workplace

Tips & Co. #234 - Diversity in the workplace
Diversity is much broader than ethnicity, race or gender. Diversity is otherness or those human qualities that are different from our own and outside ...
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  1835 lectures
Mots-clés :
1835 lectures

Tips & Co. #233 - Workplace stress release

Tips & Co. #233 - Workplace stress release
Stress makes your body release out two hormones: cortisol and adrenaline. These chemicals put your body into fight-or-flight mode, ratcheting up your ...
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  1995 lectures
Mots-clés :
1995 lectures

Tips & Co. #232 - Customer service from the Inside-out

Tips & Co. #232 - Customer service from the Inside-out
John never includes the proper documentation when submitting his requests to accounting. Sam at shipping never answers the phone from customer service...
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  1835 lectures
Mots-clés :
1835 lectures

Tips & Co. #231 - Effectiveness Vs Efficiency

Tips & Co. #231 - Effectiveness Vs Efficiency
“There is nothing quite so useless, as doing with great efficiency, something that should not be done at all.” ― Peter F. Drucker
  2069 lectures
Mots-clés :
2069 lectures

Tips & Co. #230 - Teamwork skills

Tips & Co. #230 - Teamwork skills
To work together successfully, team members must demonstrate a sense of cohesion. Cohesion emerges as team members exhibit the following skills: Openn...
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  2759 lectures
Mots-clés :
2759 lectures

Tips & Co. #229 - The presentation Myth

Tips & Co. #229 - The presentation Myth
They ask you to give a presentation to your customers, peers or superiors because you have the knowledge in the subject; you do it every day, you mast...
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  1995 lectures
1995 lectures

Tips & Co. #228 - You want Tricks and Key phrases?

Tips & Co. #228 - You want Tricks and Key phrases?
At the beginning of each training day I ask participants what they want to walk away with at the end of the training – Their objectives. Often I get r...
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  2186 lectures
Mots-clés :
2186 lectures

Tips & Co. #227 - Professionals bring their A game to work

Tips & Co. #227 - Professionals bring their A game to work
Quitting slowly doesn't serve you well. At work or in anything else you do, people will remember how you ended things. Too often, we gradually back of...
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  1898 lectures
Mots-clés :
1898 lectures

Tips & Co. #226 - The never-ending team meetings

Tips & Co. #226 - The never-ending team meetings
Although you may not be in a position to have control of a meeting, you can always have control of your own time. The next time you are asked to atten...
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  2405 lectures
2405 lectures

Tips & Co. #225 - Be it until you become it

Tips & Co. #225 - Be it until you become it
If you treat yourself as a professional, you will see yourself as one. If you see yourself as a professional, it will be more natural for you to act l...
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  1908 lectures
Mots-clés :
1908 lectures

Tips & Co. #224 - Why Change is Scary

Tips & Co. #224 - Why Change is Scary
« It’s not so much that we are afraid of change or so in love with the old ways, but it’s that place in between that we fear… It’s like being between ...
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  1916 lectures
Mots-clés :
1916 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

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