The Secrets to Dealing with Difficult People
Because it's such a popular topic, it gets its own page!
Difficult people come in all shapes and sizes including people who: don't listen, are lazy, say one thing and do another, break agreements, talk too much, take credit when it's not theirs to take, 'do their own thing' and don't follow policies, dismiss new ideas without examining their merit first, know everything and are happy to tell you, are two-faced, undermine you, harass and bully, make snide remarks, are sarcastic, criticize everyone and everything, are abusive, ..... and the list goes on.
When individuals don't deal with difficult people efficiently and effectively, everyone suffers. When it's at work: staff get frustrated and it shows; managers get more work to do when they should be attending to other issues; and onlookers, customers and clients don't like what they see and they tell others. in short; it's bad for business. When it's at home or play: people say and do things they regret; they ruin relationships; and they can place themselves at risk of harm.
Mark's 9 Competencies both entertains and informs
Mark is a master at Dealing with Difficult People and has been helping individuals and teams deal with them successfully for over 35 years. He can help you and your staff learn the art of handling them efficiently, effectively and appropriately. Mark has developed the ultimate package for Dealing with Difficult People which is comprised of 9 competencies.
Each competency covers a substantial amount of content and is packed with plenty of principles, strategies and skills — too many to list here. Hence, Mark works with you to determine what types of difficult behaviour are a priority, what skills need to be developed and what format is the best for you such as a keynote, a 2 hour session, a half day here and there, a program spread over a few months, etc. The result is efficiency and effectiveness — a program that meets your needs.
McPherson's Law: "When dealing with a difficult person, the more you say and the less you ask questions and listen to the answer, and the less clear, succinct and objective you are, the more opportunities you give them to feel that their behaviour is justified, to continue their behaviour, to complain to others about you and what you did and didn't do, and gain support from onlookers." (2007)
Read some extra information: for Councils for Schools
Download a PDF: The Secrets to Dealing with Difficult people
Public programs. Mark conducts both in-house and public programs. Ask him how he can help you.
Delivery options. Keynotes, seminars, interactive workshops, training programs, etc.
Keynotes. Examples and titles