Savoir-Agir@Work

Professionalism

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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  2272 lectures
Mots-clés :
Change Professionalism
2272 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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  2229 lectures
Mots-clés :
Professionalism Conflict Management
2229 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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  2002 lectures
Mots-clés :
Change Professionalism Customer Service
2002 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. 
  2316 lectures
Mots-clés :
Professionalism
2316 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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  2148 lectures
Mots-clés :
Professionalism Customer Service Communication
2148 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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  2246 lectures
Mots-clés :
Professionalism Team Work Conflict Management
2246 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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  1862 lectures
Mots-clés :
Professionalism Change
1862 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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  2043 lectures
Mots-clés :
Professionalism Customer Service
2043 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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  2277 lectures
Mots-clés :
Conflict Management Professionalism Customer Service
2277 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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  2175 lectures
Mots-clés :
Communication Professionalism
2175 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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  4251 lectures
Mots-clés :
Professionalism Communications
4251 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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  2271 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Change
2271 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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  2079 lectures
Mots-clés :
Time management and personal effectiveness Professionalism Customer Service
2079 lectures

Tips & Co. #187 - Serving customers

Serving customers means accepting customers as they are and not as you would like them to be.
  2181 lectures
Mots-clés :
Professionalism Communication Customer Service
2181 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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  2268 lectures
Mots-clés :
Professionalism Customer Service Communication
2268 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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  2438 lectures
Mots-clés :
Professionalism Customer Service Communications
2438 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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  2172 lectures
Mots-clés :
Professionalism Communications
2172 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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  2059 lectures
Mots-clés :
Professionalism Communication
2059 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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  2755 lectures
Mots-clés :
Efficient presentations Professionalism Communication
2755 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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  2162 lectures
Mots-clés :
Communication Professionalism Customer Service
2162 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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  2201 lectures
Mots-clés :
Communication Customer Service Professionalism
2201 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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  2803 lectures
Mots-clés :
Professionalism Communication
2803 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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  2594 lectures
Mots-clés :
Professionalism Communication
2594 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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  3113 lectures
Mots-clés :
Professionalism Conflict Management Customer Service Communication
3113 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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  2570 lectures
Mots-clés :
Trends Professionalism
2570 lectures

Tips & Co. #104 - The Professional Within You

A professional knows how to positively influence his surroundings. But to gain the right to influence, one must gain respect and appreciation from the...
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  2712 lectures
Mots-clés :
Leadership Professionalism
2712 lectures

Tips & Co. #99 - Call on Hold

Sometimes, you will need to put a call on hold. Before doing so, make sure to explain to the customer the reason of this waiting and to ask his permis...
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  3365 lectures
Mots-clés :
Customer Service Professionalism Communications Communication
3365 lectures
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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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