Specialty 1. Communicate clearly, credibly and convincingly with all people, at all times; face-to-face, by email and by phone
Great interpersonal communication skills are essential, for work, home and play. They involve knowing knowing what to say, when to say it and how to say it, and they also involve knowing when to be quiet. They rely on a congruent combination of the Verbal, Vocal, Visual and Physiological codes; the V.V.V.&P. They also involve the smart combination of diplomacy and assertiveness. mark believes that all people can learn the art of communicating in a way that builds trust, respect and dignity, for all concerned.
For over 35 years, Mark has been designing and delivering presentations, workshops and programs on the science and art of communication skills. He is a master of the art of diplomatic assertiveness; a term he first used in the 1980s. As a manager, team leader and coordinator, Mark used his communication skills to engage, manage and lead teams as well as work effectively with a broad range of people from other organizations and while working on national and state committees. As Manager of Professional Development (Centre for Education and Information on Drugs and Alcohol), Mark presented numerous programs on interpersonal communication skills. Mark co-designed and co-presented the Management of Alcohol Related Crime for police (an accredited seven-day residential program) in which one of workshops he designed and delivered was on how to use diplomatic assertiveness to communicate appropriately with people who are emotional, upset, distraught, angry, belligerent, aggressive, intoxicated or suffering from a mental illness.
Some examples of what Mark might include in a presentation. It's ready to be tailored to suit your needs.
- How to be Flawless, Beyond reproach and Impeccable: The FBI of building and maintain great relationships.
- How to communicate with REAL-FLAIR: build Rapport; Explain; Acknowledge efforts, successes and pain; Let people vent; Frame & Focus; Listen using the AEIOU technique; Ask questions that really matter; use 'I' statements; and take Responsibility for misunderstandings.
- How to Handle and Manage Complaints.
- How to use the Art of Diplomatic Assertiveness to speak up and state your case.
- How to Deliver great Customer Service even when the Going Gets Tough.
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
Specialty 2. Engage, lead, manage and get the very best out of individuals and teams
Specialty 3. Manage, handle and resolve conflict, and Manage, handle and deal with difficult people
Specialty 4. Design and deliver presentations that have impact and inspire, inform, influence and persuade