Have you ever noticed that when employees don’t handle difficult people really well, that it’s bad for business? Have you ever noticed that:
the staff themselves get frustrated, grumpy and unmotivated?
other staff get annoyed?
managers get more work to do and have to deal with problems that shouldn’t even arise? and
onlookers, customers and clients don’t like what they see and they tell others about it?
Have you also noticed that difficult people can come from both within the organisation (above, below and sideways) and from the outside (customers, clients, suppliers and members of the public)? Well, the good news is that Mark has been helping individuals and teams, in all sorts of situations, handle and manage difficult people for over 35 years. And he helps them do it efficiently, effectively and ethically.
Mark has developed the ultimate package The 8 Competencies for Dealing with Difficult People and it incorporates the ANATOMICAL® & FEWER® scripts, Personal Conversation Scripts and makes use of Agent Provocateur Role-Plays. The package can be adapted, altered and and delivered how you want, when you want.
Whether you’re after a keynote or some other type of presentation, a workshop or some other education program, or a one-on-one or small group coaching program, Mark can help you. Here are some suggested titles for your consideration
Master the 8 competencies for Dealing with Difficult People – efficiently, effectively and ethically
Deal with Dippers
Manage commitment-breakers, project-pillagers, defaulters & other non-performers.
Handle people who are rude, nasty and aggressive
Cope with caustic co-workers
Deal with parents who push - something extra for schools
Have a look at a one-page brochure for: all businesses & organisations; Councils; schools
McPherson’s Law:
“Cut the blah. When dealing with a difficult person, the more you say, and the less clear, succinct and objective you are, the more ammunition you give them to justify their poor behaviour, to justify a complaint about you, and to gain support from onlookers.” (2007) This sounds very simple but in reality this is where so many employees fall down!