Mark McPherson Consulting

Case Study 3

               

How to communicate with the public, deal with difficult people and deliver great customer service - for staff of Federal Members of Parliament and Senators

                 

Mark designed and delivered a series of two-day introductory programs and a two-day advanced programs across Australia. He tailored his workshops to individual workplaces. The aim was to help staff gain the strategies and skills they needed to appropriately communicate with the public, representatives of business and representatives of government departments, and, in particular, with difficult people. Difficult people included those who are:

  1. Living with communication problems;
  2. Living with cognitive issues affecting communication and understanding;
  3. Living with mental health issues;
  4. Intoxicated - with alcohol or other drugs;
  5. Racist, sexist etc;
  6. Impolite, rude or inappropriate;
  7. Nasty, manipulative or underhanded; and
  8. Abusive or threatening.

             

Case study 1        Case study 2                                        Case study 4        Case study 5        

Case study 6        Case study 7         Case study 8         Case study 9