Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Savoir-Agir@Work

Knowing How to Act


WHAT IS PROFESSIONALISM? The ability and commitment to adopt the right behaviour in the workplace – to behave in a way that reflects favourably on the...
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  2900 lectures
Mots-clés :
2900 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. #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. #222 - Know how to handle customer complaints

Tips & Co. #222 - Know how to handle customer complaints
Customers who complain are actually giving you another opportunity to prove them that you really offer quality service despite a shortfall. Be prepare...
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  1921 lectures
1921 lectures

Tips & Co. #220 - Judging a book by its cover

Tips & Co. #220 - Judging a book by its cover
It’s not politically correct to judge a person by how they look, but we should give our appearance as much preparation time as we do our speech for th...
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  2030 lectures
2030 lectures

Tips & Co. #219 - The message behind taking notes

Tips & Co. #219 - The message behind taking notes
When you write things down during a conversation, you put yourself in a proactive role. You send a message that not only you are listening (and not on...
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  2258 lectures
Mots-clés :
2258 lectures

Tips & Co. #211 - Blaming is useless

Tips & Co. #211 - Blaming is useless
Blaming is often a natural response when things go wrong. The biggest disappointment is that it doesn’t work. Nothing is as professional as the abilit...
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  2214 lectures
2214 lectures

Tips & Co. #210 - The 1% who don’t appreciate you

Tips & Co. #210 - The 1% who don’t appreciate you
It’s essential that you satisfy your customers, but not every customer knows the value to your service or understands what it is that you do. If 1% of...
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  1993 lectures
1993 lectures

Tips & Co. #209 - To over-promise

Tips & Co. #209 - To over-promise
There is no quicker way to lose credibility than to make declarations or promises that you cannot deliver, or do not plan on delivering. 
  2292 lectures
Mots-clés :
2292 lectures

Tips & Co. #206 - Overly-talkative people

Tips & Co. #206 - Overly-talkative people
Deal with an overly-talkative person by asking a question that signals that the conversation is coming to a close. Such as "Can I answer any other que...
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  2132 lectures
2132 lectures

Tips & Co. #205 - It’s not always about the win

Tips & Co. #205 - It’s not always about the win
We often get locked into arguments that hook our ego into trying to triumph over the other person (client, colleague, superior ...).  It is not a...
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  2231 lectures
2231 lectures

Tips & Co. #204 - It’s all about respecting diversity

Tips & Co. #204 - It’s all about respecting diversity
We're often appalled; puzzled or irritated when we see people behaving differently, because it's easy to expect that any group of people would behave ...
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  1847 lectures
Mots-clés :
1847 lectures

Tips & Co. #202 - Service-Centered Attitude

Tips & Co. #202 - Service-Centered Attitude
I believe that the customer has the right to quality service. I am proactive. I am confident. I am empathetic. I’m convinced I am part of the solution...
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  2031 lectures
2031 lectures

Tips & Co. #197 - Ungrateful customers

One of the most common reasons for customers to be ungrateful is that they start to perceive that you and the people they deal with just don't care. D...
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  2261 lectures
2261 lectures

Tips & Co. #195 - Vocabulary matters

If your vocabulary is limited, nuance goes out the window. It’s not only about using professional jargon (every industry, trade and occupation has its...
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  2161 lectures
2161 lectures

Being self-confident and trusting yourself

Being self-confident and trusting yourself
Self-confidence is the ability to believe, realistically and constantly, that we possess the necessary resources to face any situation with ease. It’s...
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  4090 lectures
4090 lectures

Tips & Co. #190 - Generate a positive impression

We all know the importance of first impressions. We also know that we will never have a second chance to make a good first impression and that impress...
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  2257 lectures
2257 lectures

Tips & Co. #189 - Do you have a "serviçocentriste" attitude?

Do you demonstrate your interest in the client?Do you ask the right questions and do you listen carefully?Are you patient, understanding and helpful?A...
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  2066 lectures
2066 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2165 lectures
2165 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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  2242 lectures
2242 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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  2422 lectures
2422 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. #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. #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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  2185 lectures
2185 lectures

Tips & Co. #124 - Characteristics of Professionalism

Professional individuals are always polite, courteous and eloquent, regardless of the situation. Being professional means to keep calm in all circumst...
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  2783 lectures
2783 lectures

Tips & Co. #114 - The Real Professional Relationship

Give pre-eminence to the « real » professional relationship. Pay attention to the individual (client, colleague, etc.) who’s in front of you...
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  2579 lectures
2579 lectures

Tips & Co. #111 - Problem vs. Solution

A customer is angry due to a problem. Self-assurance allows you to avoid taking this anger personally. Keep in mind: You are not part of the problem, ...
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  3096 lectures
3096 lectures

Tips & Co. #109 - Working Hard or Hardly Working?

Many people look for a magic formula to achieving something worthwhile in their life, but there is no magic formula, there is no secret. To achieve yo...
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  2550 lectures
Mots-clés :
2550 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

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