Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

Tips & Co. #188 - A presentation and the importance of its introduction

The introduction is probably the most important part of your presentation. To be effective, the introduction must produce three results: Capture the a...
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  1955 lectures
1955 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2164 lectures
2164 lectures

Tips & Co. #186 - Reduce the jitters

During a speech, to reduce the jitters or shyness, ignore the disapproving looks : watching the forehead of a spectator and not his eyes (a technique ...
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  2107 lectures
2107 lectures

Tips & Co. #185 - Taking the time to listen

You may be so busy answering calls from your customers that you don't have time to think of the service you offer. Take time to listen to your custome...
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  2240 lectures
2240 lectures

Tips & Co. #184 - To reduce our worries

A theory states that doing anything over and over again gets you bored fast (like riding an elevator up and down again and again). You can do the same...
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  2299 lectures
2299 lectures

Tips & Co. #183 - To be ready for customer contact

To be ready for customer contact is the step preceding any contact with a customer.  The step where you must be ready psychologically , emotional...
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  2421 lectures
2421 lectures

Tips & Co. #182 - Earn trust

Your experience, your knowledge, even your expertise, is insufficient to get the credibility you seek to influence others - they need to trust you. Yo...
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  2551 lectures
Mots-clés :
2551 lectures

Tips & Co. #181- Dusting yourself off

We all know the proverb: "Fool me once, shame on you; fool me twice, shame on me."  But is it really better to be safe than sorry? We often try t...
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  2224 lectures
Mots-clés :
2224 lectures

Tips & Co. #180 - The memory gap

The best way to avoid the memory gap during a speech is to build a presentation whose thread takes a high degree of internal logic without requiring m...
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  2089 lectures
2089 lectures

Tips & Co. #179 - The advantage of kindness

Research has shown that offering even a small act of kindness can boost oxytocin levels (known as the "feel-good" hormone). Meaning that even in a dif...
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  2179 lectures
2179 lectures

Tips & Co. #178 - Active listening

Show sincere interest in active listening . Beyond listening with your ears, your eyes and your heart ... Listen with your instinct  - Do you fee...
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  2160 lectures
2160 lectures

Tips & Co. #177 - How to understand a message

Demonstrate sincere interest by actively listening to the whole message that the other person is trying to communicate. • Listen with your ears - What...
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  2042 lectures
2042 lectures

Tips & Co. #176 - Set objectives

To reach any destination, you must know where you are going to plan the best way to get there.
  1887 lectures
1887 lectures

Tips & Co. #175 - Techno distraction

The use of technology to excess can blur the line between what is the message and what is the medium. "Death by PowerPoint", or "Prezi Vertigo" are al...
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  2739 lectures
2739 lectures

Tips & Co. #174 - Failure is an opportunity

Failure is uncomfortable. Each time we encounter failure, we learn about ourselves and what we have to overcome. Failure doesn’t mean that you failed ...
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  2286 lectures
Mots-clés :
2286 lectures

Tips & Co. #173 - Engage in play

Playing unleashes creativity and innovation. It allows us to relax and energizes us, which helps us to discover new ways of thinking and solving probl...
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  3038 lectures
3038 lectures

Tips & Co. #172 - Loving working

The distinction between "Loving your work" and "Loving working." "I love my work" refers to enjoying the activity and the work itself. "I love to work...
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  2308 lectures
2308 lectures

Tips & Co. #171 - The customers are the judges

The customers are the judges. These judges expect you to score high in your performance. If you are to successfully score 10’s with your customers, yo...
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  2147 lectures
2147 lectures

Tips & Co. #170 - Courtesies

At the end of a conversation, a few courtesies are required. Thank the customer for calling.Let the customer know that you appreciate him doing busine...
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  2184 lectures
2184 lectures

Tips & Co. #169 - Influencing your audience

Whether you are speaking to a large group or having an individual meeting, your oral presentation is a key communication tool. You can be an expert in...
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  2156 lectures
2156 lectures

Tips & Co. #168 - Change is Tough

Any change causes stress, and it’s not necessarily a bad thing. Your stress response is designed to help you meet demands you face by increasing your ...
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  3100 lectures
Mots-clés :
3100 lectures

Tips & Co. #167 - « Nonversation »

"Nonversation’’ is … when instead of giving your caller your full attention, you pretend to listen while doing something else. When you do this, you’r...
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  2081 lectures
2081 lectures

Tips & Co. #166 - Stage Fright

Stage fright is not always a disability, it can be used to your advantage. Fear triggers your defense mechanisms for channeling all the attention and ...
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  2723 lectures
2723 lectures

Tips & Co. #165 - Impression

We are our primary working tool and one that leaves the deepest impression on our customers.   It is important to master the art of customer...
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  2284 lectures
Mots-clés :
2284 lectures

Tips & Co. #164 - Beyond the Golden Rule

Oftentimes, customer service professionals narrow their methods to a simple concept: « Treat people as you would like to be treated.» The “Golden Rule...
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  2022 lectures
2022 lectures

Tips & Co. #163 - When in Doubt

When in doubt, ask the person to explain his situation. This is probably the most effective way, the simplest and most straightforward to understand t...
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  2920 lectures
Mots-clés :
2920 lectures

Tips & Co. #162 - Proactive People

Proactive people decide what's going to happen next. They set the pace, outline the strategy, and initiate action instead of just reacting. Finding th...
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  2415 lectures
Mots-clés :
2415 lectures

Tips & Co. #161 - The Art of Speaking in Public

Master the art of public speaking by acquiring more self-confidence. There is no miracle,  it is important to prepare yourself in advance. The &n...
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  1890 lectures
Mots-clés :
1890 lectures

Tips & Co. #160 - Urgent Emails

Because we want to be efficient, we sometimes submerge others with "urgent" e-mails and we follow up excessively. Be aware that you can generate tensi...
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  2353 lectures
Mots-clés :
2353 lectures

Tips & Co. #159 - Building Rapport to Negotiate

Building rapport is key to successful negotiating. When people are alike, they tend to like each other, so put yourself in their shoes, empathize with...
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  1970 lectures
Mots-clés :
1970 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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