Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #360 - Rudeness can take many forms

Rudeness is generally defined as a display of disrespect, a breaking of social norms or expectations, a breach of etiquette, or ignoring "accepted" behavior. It can also mean someone behaving inconsiderately, aggressively or deliberately offensively.

The word "accepted" is important, because rudeness can mean different things to different people, or within different organizations or environments. For example, shouting and swearing might be considered normal in a busy restaurant kitchen or on a construction site, but it would be regarded as inappropriate and unacceptable in most offices.

Similarly, there can be cultural differences to consider. For example, in Japan, something as seemingly innocent as laughing with your mouth open is a no-no. So, it's important to be aware of possible cultural faux pas, especially if you are working with a culturally diverse team.

Rudeness can be a way of displaying power, trying to get your own way, or provoking a reaction. It can also be a response to stress, pressure, frustration, or some other form of unhappiness and may lead to aggressive and bullying behavior.

According to a study in the Academy of Management Journal, rudeness can seriously damage team morale and performance, reduce helpfulness and collaboration, and negatively impact workplace productivity and relationships.

  619 lectures
619 lectures

Tips & Co. #331 - Delicate situations

Throughout your customer service career, it is probable that you will be confronted with situations you would have preferred to have avoided. “Big” problems, such as an angry, threatening, aggressive customer are great challenges, but are also rare. However, our days are often seeded with “small” problems or delicate situations that are difficult to manage, based on their trivial-looking nature and the absence of processes and guidelines. When it comes to either saying “no” to a client, share bad news, or give an apology, most people are not comfortable with confronting these delicate situations.

However, these situations are inevitable – one must tackle them. If they’re ignored, they risk becoming difficult situations that are even harder to manage and If ignored, they may become difficult situations to manage and your professionalism and your credibility could be questioned.

  839 lectures
839 lectures

Tips & Co. #330 - Are you professional?

While evaluating your professionalism, you must ask yourself three questions :

  1. Do you have the required operational skills to be considered professional? Do you have the knowledge, the understanding, the facts, the notions and the experience you need to do the work effectively?
  2. Do you have the required relational skills to be considered professional? Do you have the skills, the behaviour, the traits, the virtues that the others (shareholders, employees, clients, suppliers, etc.) perceive as important and use in determining if you’re professional?
  3. Do you commit to being professional? Do you have the will, the motivation, the intention required? Are you ready to make the necessary effort?

Do you remember the enthusiasm and conviction that you had towards your role? But in the day-to-day… it’s hard, it’s stressful. Then, little by little, fatigue gets a hold of us and our enthusiasm begins to fade.

You have no doubt worked with someone who had clearly lost his or her little fire inside. The conviction of being professional is reflected in your daily actions. Be the author of your own identity. Adopt a proactive strategic approach, since it can be learned and developed.

  896 lectures
896 lectures

Tips & Co. #301- When you don’t know the answer

Now and then, you’ll find yourself in the situation where you are asked a question to which you don’t know the answer. You don’t want to appear incompetent or uninformed. So, what do you do?

First, it’s never ok to make assumptions (even if it seems like common sense). If you don’t know, don’t guess or lie. That’s misleading and dishonest.

Second, it’s never ok to brush them off with an “I don’t know” and make the customer keep searching for the answer.  That’s your job and you are being rude!

Finally, it’s perfectly ok to not know an answer. People will always appreciate an honest response, even if you have to say:

 - I’m not sure, but I will find out!

 - That’s a great question. I want to give you the correct answer, and I will check with someone.

 - Here’s what I know, here’s what I don’t know, here’s how I’ll find out.

 - I'm not sure how to answer that. Hang on and I'll find someone who can help you.

And then you look up the answer or find someone who knows the answer.

You aren't expected to know everything, but you are expected to do what you can to figure out the answer. Just know where to go, or who to go to, to get the correct answer.

It’s not our ability to answer every question that matters as much as our ability to handle every question with proactiveness and professionalism.

  1180 lectures
1180 lectures

Tips & co. #258 - People size you up in seconds

Harvard Business School social psychologist professor Amy Cuddy says people judge you based on 2 criteria when they first meet you:

* Can I trust this person?

* Can I respect this person?

Psychologists refer to these dimensions as trustworthiness and competence respectively, and ideally you want to be perceived as having both. Interestingly, most people, especially in a professional context, believe that competence is the more important factor. After all, they want to prove that they are smart and talented enough to handle your business. But in fact trustworthiness is the most important factor in how people evaluate you.

While competence is highly valued, it is evaluated only after trust is established. And focusing too much on displaying your strength can backfire.

  1088 lectures
1088 lectures

Les participants le disent…

« 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

…et nos clients aussi!

« C’est avec un grand professionnalisme que l’entreprise a offert une formation attrayante et de qualité à nos employés. Nous sommes particulièrement satisfaits des résultats obtenus grâce à cette intervention et il nous fera plaisir de retravailler avec Solutions & Co. dans l’avenir. »

Xavier Aymé, Chef des opérations | Mercator Canada Inc.

Témoignages des clients

Prêt à passer à l’action?

Contactez-nous pour planifier votre formation