Case studies
Helping people develop Outstanding People Skills
- How to handle people who are rude, abusive or drunk.
- How to deal with difficult clients.
- How to communicate with the public, deal with difficult people and deliver great customer service.
- How to manage difficult staff and colleagues and produce a respectful and harmonious workplace.
Mark has also designed, developed and implemented programs for: Local government across NSW - A series of programs on how to deal with difficult members of the public. Housing NSW - A series of programs on how to deal with difficult clients and customers. Individuals - Coaching on how to handle difficult members of staff and colleagues. Staff of Federal Members of Parliament and Senators - A series of introductory and advanced 2-day workshops, delivered across Australia, on dealing with members of the public who are difficult to communicate with, angry and rude, abusive and threatening. NSW TAFE - Assertiveness training programs across NSW. NSW Health - How to handle angry clients. NSW Police - How to negotiate with drunk, disorderly and disruptive patrons. Centre for Community Welfare Training - "Being on the front-line - how to handle difficult people."
Drug and alcohol education
Mark is an experienced and qualified teacher with a long and proud history in alcohol and drug education.
Examples of experience in producing Teaching Packages, Kits and Resources
Examples of experience in producing Research Reports and Conference Papers
5. How to control your drinking and still be part of the 'in group'.
6. A report for teachers, drug educators and policy-makers.
7. Lessons for teachers to deliver to students.
8. Presentation to parents.
9. Workshop for teachers.
Mark has also, for example, delivered programs to: Ingelburn High school - 2 x 1.5 hour presentation to 60 Yr 11 students. Condell Park high School - workshop for teachers with classroom demonstrations of Real Life Rehearsals. The Talent Development High school - 3 x 1.5 hour workshops for students "How to party, have fun and keep out of trouble." Marist College, Emerald, Qld - 7 things parents can do now to help their children learn how to handle alcohol'. Scots PGC College, Warwick, Qld - How to use Real Life Rehearsals to teach any social skill you like and right across the curriculum. NSW Police - Co-developer, Presenter - Management of Alcohol Related Crime course - an intensive, and regularly delivered, 7-day accredited residential course. The Centre for Harm Reduction, The Burnet Institute of Medical Research - Produced a very detailed curriculum package for Police in S.E. Asia. NSW Health - A review of a statewide education program for parents on a methadone program. The University of NSW National Centre in HIV Social Research - Research Officer in qualitative and quantitative research. Community - Delivery of sessions in Controlled Drinking programs. Australian Hotels Association - Produced a completely new training workbook on the Responsible Service of Alcohol. City of Sydney - A review of current programs and a framework for strategic planning for addressing drug use. NSW Department of Education and Training - A series of workshops for teachers on how to use advanced role-play techniques. NSW TAFE - Originator of "Pooling Your Wisdom".