The Secrets to Dealing with Difficult People — for Councils
Council staff have to deal with all sorts of people, in all sorts of environments and regarding all sorts of issues. They have to deal with a broad range of people including residents and ratepayers, people who come to the area for work or shopping, people who are simply passing through including tourists, and representatives of businesses, government departments and community groups including welfare organizations and sporting associations. They also have to deal with lots of other people in the organization— up, down and sideways.
They have to deal with these people face-to-face, by writing, by e-mail and on the phone. They may have to deal with them while at their own desk or counter but they may also have to deal with them somewhere else including a public place such as a street or park, at a public meeting, on a building site, in their place of work, on a building site or on their property.
Thankfully, most of the people they have to deal with are pleasant, polite and well mannered. The problem is that not everyone they have to deal with is like this, all the time. Sometimes they can be a little unfriendly, unkind or impatient. Sometimes they can be sarcastic, uncooperative or rude. Sometimes they can be downright nasty, aggressive or abusive. Let's face it; people rarely contact the council to congratulate staff on the great job they are doing or to congratulate council management on their decisions.
People are likely to be contacting staff because of what they consider to be the wrongdoings of Council. They're more likely to be complaining about rulings and policies, about noise and traffic, about tree problems and rubbish, about finds that they don't think they deserve and about their this belief and horror at decisions regarding Development Applications. Council staff, especially those on the front line, require an outstanding people skills. If they don't, they suffer, their colleagues suffer, their managers suffer and the Council as a whole suffers.
Mark McPherson has a solution and it's called Diplomatic Assertiveness and the 9 Competencies of Dealing with Difficult People. Mark is happy to talk to you about what he does, his experience and how we can help you, and your staff, communicate with flair and create a happier, more dignified and more respectful workplace.
Check out some of Mark's Case Studies. Download a PDF: The Secrets to Dealing with Difficult people
Mark's other services include
- Helping employees develop the strategies, skills and confidence to: Deliver superior customer service; Engage and lead staff; Manage and resolve conflict; Manage, handle and deal with difficult people; and Be a spectacular presenter.
- Facilitating, hosting and 'emceeing' all types of meetings, conferences and professional learning events. Ask him how he can help.
- Helping teachers, educators and trainers develop the skills to use use the advanced behaviour-rehearsal technique Real Life Rehearsals and Agent Provocateur Role-Plays, to teach any social communication they like!
- Helping parents help their teenagers learn how to handle the real world of alcohol and alcohol-situations.
Mark gives you what you want, when you want it
Options. Mark works with you to design and deliver a tailor-made solution and the result is a presentation, workshop or program that you want, when you want it. Whether you're after a keynote, seminar, interactive workshop, training program, or a combination, Mark will give you exactly what you want, when you want it.
Keynote Speeches. For conferences and all professional learning events.
Public programs. Mark conducts both in-house and public programs. See what's on offer or ask him how he can help.