This web site is currently being edited. My apologies for the incovenience. it will be finalised by COB friday 18 June 2010.
Courses open to the public
Specialty 1. Build trust, respect and dignity through the combination of diplomacy and assertiveness
- How to build and maintain great relationships through communication etiquette.
- How to handle and manage complaints.
- How to use the art of Diplomatic Assertiveness to speak up, state your case, and, when necessary, move on.
- How to deliver great customer service even when dealing with customers and clients who are antagonistic, disruptive, impolite, rude or aggressive.
Specialty 2. Engage, manage, lead and get the very best out of individuals and teams
The leader as mentor, coach and role-model.
Engaging and leading teams.
Managing, leading and engaging Generation Y and Generation Z.
From manager to leader
Specialty 3. Manage, handle and resolve conflict, and Manage, handle and deal with difficult people
For teenagers and youth: How to say 'no' to: a drunk driver and get home safely; alcohol and refuse to drink more than a planned limit; and more.
From conflict to collaboration.
How to resolve conflict by having conversations that have to be had.
Resolving conflict through objectivity, identifying the real issues, and ethical negotiation.
Specialty 4. Design and deliver presentations that have impact and inspire, inform, influence and persuade
Ten essential presentation skills — 2 hour, half day and one day
The leader as presenter — 2 hour, half day, one day and two days.
The Straightforward Public Speaking program — two days.
The art of presenting — two days.
Dealing with Difficult People — please see below
How to use Real Life Rehearsals to teach any social skill you like — click here
Dealing with Difficult People: 2 days, 3 locations (Sydney, Batemans Bay & Newcastle)
Sub-title: How to handle difficult people, especially when on the front-line - colleagues, members of the public and people from other organizations.
To date, Mark has two public programs planned on developing the skills of Dealing with Difficult People. They are both being conducted by the the Centre for Community Welfare Training (CCWT) which is the training arm of the Association of Child Welfare Agencies (ACWA). Mark's courses are centred on Mark's Nine Competencies for Dealing with Difficult People. If participants can master these, they are 'home and hosed'. The exact content covered, and the style and process, depend on the needs, abilities, confidence, wants and interests of the participants. The following is a guide only.
Participants will learn, for example, how to: identify the three things every difficult person has in common; the Nine Competencies for Dealing with Difficult People; how to develop and proclaim standards; getting the best out of similarities and differences in the way people think, feel, can do and behave; influence with integrity; how to identify underlying issues; label the transgression or violation (this is vital!); manage external influences; Communicate with R.E.A.L. F.L.A.I.R.; provide direction and help to people who need it; use SIDLI; use ITWYM; use FEWER; speak up and make it clear; be diplomatic and assertive; use RIT; develop confidence; use vocal cues, use verbal cues; use visual cues; use congruency; identify existing skills and expand on them; de stress; debrief; document incidents for public scrutiny; etc.
More importantly, participants will develop: a repertoire of personalized strategies; and the social communication skills to deliver
Sydney: February 2010 Tues 9 & Wed 10
Batemans Bay: May 2010 Tues 25 & Wed 26
Newcastle: June 2010 Thurs 24 & Fri 25
Cost: $370
To register: go to the home page of ACWA look for presenters and then click on Mark McPherson, or follow this link to go direct to these courses being conducted by Mark. Please contact Mark if you'd like to know more.