Mark McPherson’s an authority on how to handle tough conversations so you get the best possible result. So if you, your staff or your colleagues might have to:

talk to an employee about their poor performance or inappropriate behaviour;

tell a colleague that their input to a project was less than satisfactory;

tell a client that the way they spoke to a staff member was not acceptable;

speak to a manager about an unreasonable workload or a perceived injustice;

explain a policy or procedure to someone who interrupts, criticises or mocks;

deliver excellent customer service to someone who is sarcastic or just plain nasty;

talk to someone about their personal hygiene or some other sensitive issue;

handle a know-it-all, a loudmouth, a bully or a racist;

keep someone on track despite their annoying preoccupation with a side issue;

say no to sexual harassment; or

refuse a lift with a drunk driver;

then you’ve come to the right place. These are Tough Conversations and Mark has over 35 years experience in handling them and helping others handle them. Mark’s affectionately known as The Tough Conversations Guy® and he’ll leave you with plenty of principles, strategies and skills that you can immediately use, as soon as you walk out the door!

Among the strategies you’ll get something much better than the usual; you’ll get Personal Conversation Scripts. And, when it comes to skill development, Mark doesn’t waste your time with old-style role-plays; he uses Agent-Provocateur Role-Plays which really put the ‘icing on the cake’. Mark’s divided Tough Conversations into 6 broad areas. If you need help with something a little different, don’t hesitate to talk to him.

How to deal with difficult people effectively, efficiently & ethically;

How to stop unacceptable behaviour and do it honourably;

How to deliver excellent customer service even when the going gets tough;

How to make your point so it makes an impact by being diplomatically assertive;

How to communicate with R.E.A.L.-F.L.A.I.R. with anyone, anywhere and anytime; and

How to help teenagers say ‘no’ to an unwanted drink, refuse the offer of a lift with a drunk driver, stand up to sexual harassment, and more.

Check out Mark’s other professional services.