Mark McPherson Consulting

Case Study 2

               

How to deal with difficult clients - for the Department of Housing

Mark designed and delivered a series of tailor-made one-day workshops for front-line staff of the Department of Housing on how to deal with difficult clients - in the office, on the front desk, on the street and in houses. Topics included:

  1. What makes a difficult person 'difficult' and why are they like that?
  2. 'Communication wreckers' and how to avoid them;
  3. The 7 Principles for Dealing with Difficult People;
  4. How to take control - of the situation and of yourself;
  5. The art of the planned interaction - you, the issue and the environment;
  6. Stress reduction and debriefing; and
  7. The development of a repertoire of personalised, realistic and acceptable strategies to turn good ideas into real-world competency.

Case study 1        Case study 3        Case study 4        Case study 5        

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